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Customer Service Engineer

Lilburn, GA
November 07, 2019

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E-mail: - Phone: 678-***-****

An individual with exceptional problem-solving and communication skills with 10+ years of experience in software and technical support seeking employment as an Application Engineer.

September 2017-present Skillstorm/Bank of America Charlotte, N.C.

Production Support Analyst

• Perform L2-L3 Application support for Marketing Technology Infrastructure team. Works closely with development and testing teams in supporting software/hardware upgrades, server upgrades and new releases

•Experience with WebSphere,Weblogic, Bladelogic,TOMCAT and JBOSS application servers

•Diagnose and troubleshoot JAVA application, Tomcat and Apache server on Linux and applied solutions to ensure the stability and effectively of production system.

•Use of monitoring tools SPLUNK, AppsDynamic to detect problems and address quickly

•Review error logs for job failures and set up triage call with appropriate teams if call is escalated

•Recycled application services as well as Web services on JBOSS server during weekly maintenance

•Understanding of Agile methodologies

•Involved in bridge calls for high priority production issues and weekly server maintenance

• Move, copy, create and delete files in order to prepare for processing

• Perform Unix commands related all files on designed server

March 2015 - February 2017 Windstream LLC Charlotte, North Carolina

Network Operation Specialist


Charlotte, North Carolina

Experience with voice switches and edge routers with regards to troubleshooting, specifically, Lucent 5eSS, Nortel

DMS, Genband G9, as well as Cisco and Juniper edge and Adtran customer premise equipment (CPE) routers

•Familiarity with Alcatel-Lucent and/or Tellabs DACS for analyzing T1 and T3 for errors, deleting and adding cross

Connects and other basic command set

•General understanding of telecom switching topology and network architectures, and Outside Plant Layout (OSP)

•Coordinating installation, testing, and troubleshooting of transmission facilities (OC48, T3, T1, and DSO);

•Troubleshooting and administering multiple vendor systems; maintaining system applications; ensuring quality

customer service; and providing support to a varied user community; updating daily logs with site-specific information

•Responsible for the advanced installation, operation, augmentation and maintenance of the regional data network

elements, ensuring network integrity and quality. These networks include, but are not limited to Ericsson LTE

Cisco/Starent Packet Gateways, Cisco and Juniper routers and multilayer switches, Alcatel-Lucent Ethernet

equipment, Tellabs DACS, Fujitsu transmission, Lucent 5E and 3G RNC

•Review documentation, MOP’s, installation and network connectivity with Engineering

January 2014 - January 2015


Charlotte, North Carolina

Service Desk Analyst

•Experience with PC hardware support, for pcs, laptops, tablets and mobile devices

•Responsible for thorough documentation of issue details, troubleshooting steps taken, resolution, and root cause utilizing the CA Service Desk ticketing system

•Responsible for the accurate management of IT assets including desktops, laptops, and peripherals

•Has provided first level application support for email and Microsoft products

•Successfully assess situations and respond proactively to changing priorities through the effective use of time management and attention to details

•Demonstrated experience in and fundamental understanding of basic networking, hardware, and software troubleshooting

•Assist where needed with deploying new desktops, laptops, and telecom equipment

•Adhere to all service level agreements and process

•Successfully assess situations and respond proactively to changing priorities through the effective use of time management and attention to details

January 2011 - November 2013

Insight Global/ATT

Atlanta, GA

Technical Support Analyst

•Monitor Data Center Network and Application platforms for trends in a high volume 24x7 transaction processing environment

•Detailed documentation, tracking and prioritizing of tickets to ensure timely resolution

•Applied troubleshooting criterion to resolve complex client’s issues over the phone and escalate client to appropriate department for accurate resolution

•Performed data analysis and identified defects in software via cases escalated from support through testing and troubleshooting

•Resolved or managed escalated support issues from TSS II professionals or management

•Documented problem and solution thoroughly; provided timely status of updates for resolved and newly assigned tickets

•Preformed in-depth technical configuration and troubleshooting assistance

•Issues not resolved over the phone in a timely manner resulted in dispatching and relating detailed information that would assist technicians in getting the issues resolved

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