Engineer Support
Resume:
Gunjan Sharma
******@***.***
Target job: would consist of robust content, in a dynamic environment Willing to travel, or relocate for a good position
Summary of Qualifications:
● More than 18 years of experience in the software industry as a senior engineer providing increasing levels of expertise in product support, analysis, delivery and enhancement
● Enhancing user experience through - expert knowledge of technology, product management skills, collaboration between different tiers in the organizations involved in product development & management
● Holding pre-release and post-launch review meetings to revisit project strengths and liabilities, and to build out better processes for future incarnations of the product EDUCATION:
Master’s degree –with a specialization in Information Systems, Utah State University - 2000
WORK EXPERIENCE: Over 18 years in the Software industry with industry leaders like Microsoft, IBM, Cisco, Silver Spring Networks, McAfee etc. June 2019 – Current: Sr. Technical Support Engineer, Boku, San Francisco, CA
● Supporting business development and account management in the pre-sales phase with technical knowledge and advice
● Working closely with merchant customer technical and operations teams to help them integrate, troubleshoot, and verify their connection to Boku’s APIs
● Monitoring and analyzing data from multiple sources to check for issues or irregularities with customer implementations. Writing complex queries in SQL; working on a Linux platform to analyze platform issues.
● Finding and working on opportunities to optimize performance, both technically and financially, for elite merchant programs like Apple, Microsoft, Google, Sony April 2018 – April 2019: Principal Software Support Engineer, Birst, San Francisco, CA
Reason for move: Shift hours (night shift was incompatible with my health)
● Analyzing customer’s Business Intelligence product configuration & troubleshooting issues with deep analysis of data architecture, modeling, reporting and dashboards.
● Troubleshooting application and database event logs, system Backup & Recovery, application, Load balancing/clustering.
● Managing Windows & Linux Servers in an enterprise environment also including troubleshooting issue involving TCP/IP, DNS, HTML, XML, Apache, MySql, Oracle, SQL Server, Nginx, IIS/Apache, Tomcat/JBoss/Weblogic, Mongo, Elastic Search, MySQL/MSSQL, AWS, Redshift, SoapUI, VMWare, HyperV and Oracle Virtual Box.
● Proficient with network tools such as iptables, Wireshark(tcpdump), HAProxy, Log Analysis etc.
● SAML Single-Sign-On, integration with Active Directory
● Installing, monitoring and managing of various network and security appliances.
● Coordinating with internal Product, Hosting teams, Engineering to ensure timely resolution of customer issues.
● Contributing to ever growing Knowledge Base Articles. Feb 2017 – Oct 2017: Senior Technical Support Engineer, Shotspotter (pioneer and global leader in gunfire detection, location, alerting and analysis), Newark, CA Reason for move: Recovering from an injury/broken leg
● Providing tier 3 level support to Shotspotter clientele (includes major Police Departments, Homeland Security, Secret Service etc.). Mentoring tier 1 staff for product support.
● Configuring and troubleshooting the Shotspotter suite of products running on different platforms - Linux, Windows, Mobile.
● Setup and monitoring of VMWare virtual machines running in-house applications.
●Writing complex queries, joins in sql to retrieve data from a SQL server backend to create custom reports.
● Analyzing network issues involving field Sensors (capturing gun shot acoustics) and back office systems.
● Troubleshooting malfunctions of network hardware and software applications.
●Working closely with the Development teams on resolving product issues, filing JIRA tickets for product enhancement requests etc.
● As member of the Forensics team - tasks include: Preparing Certified Detailed Forensic reports for investigative and evidentiary use in court & providing Expert Witness testimony in court as a subject matter expert on Shotspotter gunfire detection software and all related components.
Nov 2015 - Aug 2016: Senior Technical Support Engineer, Snaplogic, San Mateo, CA
Reason for move: company expanding at off shore/overseas location
● Providing high end application and systems support to customers. Troubleshooting complex product suite - Elastic Integration Platform connects big data, applications and APIs in a Snap. With hundreds of pre-built connectors, called Snaps (to include major vendors such as - Salesforce, Tableau, Netsuite, Sumologic, Splunk, Amazon Redshift, Box, Oracle, Mysql, Anaplan, Zuora, Eloqua, SAP, Workday, Service Now, Twitter, Facebook etc.) and a scale-out architecture designed for enterprise deployments.
● Application hosted in AWS (EC2).
● Exposure to Hadoop, Spark, Mongo, Cassandra, Jenkins, Docker, Kubernetes
● Providing product configuration & fine tuning recommendations; network and database analysis (via SQL queries for every major RDBMS vendor that the product integrates with) to enable optimal performance of product suite; troubleshooting code, analyzing product logs to identify and isolate problems, supporting and troubleshooting transactions in a J2EE environment (knowledge of JAVA and Application servers, json, javascript, HTTP, REST, SSL, Linux)
● Creating compelling product demos, and related support documentation for superior client experience.
● Working closely with the Development teams on resolving complex problems, product enhancement requests; assigning Q.A. team members to develop test cases.
● Acting as a liaison between Engineering, QA and Product Management; filing defects and user stories; partnering with Sales and Product Management to create and deliver technical training for customers and product launches. Aug 2014 – Jan 2015: Senior Escalations Engineer, Cisco Corp (Contractor via Randstad Technologies), San Jose, CA
Reason for move: The ongoing contract (renewed on a two-year basis) ran into a budget cut at Cisco HQ
● Providing solutions in the role of a senior Escalations Engineer for the Stadium Vision product line for Cisco; assisting and mentoring Tier 2 Support engineers with complex product issues.
● Troubleshooting complex problems for a (Java/J2EE architectures) JAVA based enterprise product (for a 24 x 7 uptime application) hosted on Apache Tomcat / Redhat Linux platform, Mysql backend (database), virtual environment (VMWare), video technology (Also includes support for Mobile/Android version of product)
● Working closely with the Development teams on resolving complex problems, product enhancement requests; assigning Q.A. team members to develop test cases.
● Writing complex queries in sql to retrieve data from mysql and troubleshoot data related problems.
● Analyzing application code in product logs.
●Analyzing network packet captures, crash dumps, system activity report.
●Utilizing scripting languages and programming methodologies to solve problems.
● Creating internal Knowledge Base articles, Whitepapers. Jun 2013 – Aug 2014: Senior Product Support Engineer, Silver Spring Networks
(pioneer in software solutions for the Power & Utilities industry, world’s largest IPv6 network, delivers the open, standards-based networking platform), Redwood City, CA Reason for move: was offered a Senior opportunity (with a generous compensation) at Cisco
● Providing premium support to a high end clientele, comprising of leading Utility industry companies across the country and internationally for the company's smart grid product (Silver Spring Networks has the world’s largest IPv6 network).
● Applying advanced technical and business skills to improve operational efficiency, consistency, and compliance of processes.
● Working closely with the escalations, engineering teams on resolving complex problems, product enhancement requests; assigning Q.A. team members to develop test cases.
● Serving as an escalation point across different tiers of the organization - Support, Engineering, Product management, Sales, Marketing.
● Providing product configuration & fine tuning recommendations; network and database analysis (via SQL queries) to enable optimal performance for the user’s environment; using Silver Spring's proprietary commands (language) to troubleshoot meter specific problem on a LINUX platform.
● Tasks include - troubleshooting code, database architecture, reading product logs to identify and isolate problems, supporting and troubleshooting transactions in a J2EE environment (knowledge of JAVA and Application servers).
● Assisting with product modification requests; creating use cases - identifying processes, parameters and translating specifications for product development/customization.
● Designing high quality technical presentations, product functionality demos, knowledgebase articles, whitepapers for existing client base. Nov 2012– Current: Technology/Product consulting role (part-time) Jan 2012 – Oct 2012: Senior Product Support Engineer, Egnyte, Mountain View, CA
Reason for move: Downsizing - Early stage start-up/Egnyte had fiscal issues, was struggling to obtain second round of Venture funding during a slow growth period.
● Providing premium support to high end clientele for the company’s Cloud product line
(with multiple access points – on the ReadyNAS, VmWare, Android, Iphone etc.).
● Working closely with the development team on resolving complex problems, product enhancement requests; assigning Q.A. team members to develop test cases; coordinating multidisciplinary teams in the process of defining new product modifications and refinement.
● Participating in product meetings during new (software) version releases, post- production support meetings to identify and resolve issues.
● Collaborating with Marketing to define positioning and messaging, plan market launch.
● Providing product configuration & fine tuning recommendations; network and database analysis (via SQL queries) to enable optimal performance for the user’s environment.
● Tasks included - troubleshooting Python script, JAVA, database architecture, code, reading product logs to identify and isolate problems in high data transfers to the cloud in real-time, integrating user’s environment/Active directory domain with the Egnyte Cloud file server via custom script.
● Working with Active Directory, DNS, DHCP, Knowledge of LDAP, OpenLDAP, Samba, SSO, SAML; Cassandra.
● Utilizing TCP/IP commands to troubleshoot hung sessions and other connectivity issues in different environments (Windows, UNIX, Linux).
● Took a lead in the development of all forms of collateral including data sheets, web content, case studies, white papers.
● Involved in pre-release and post-launch review meetings to revisit project strengths and liabilities, and to build out better processes for future incarnations of the product.
● Assigning Q.A. team members to test cases; coordinating beta testing & user acceptance testing.
● Mentoring junior analyst, served as an escalation point between Support, Engineering, Product management, Sales, Marketing.
Jan 2006 – Jan 2012: Consultant (offering programming/software consulting to small businesses) Toronto, Canada
Listed below are some of the contracts:
Consultant (including small upcoming company offering (SEO) search engine optimization services)
Responsibilities included:
● Providing consulting for the creation of an online business model - enabled the creation of dynamic web interfaces utilizing web and database technologies (ASP, SQL technologies); creating reports using SQL – writing complex queries, creating views across multiple tables etc.
Cybershift Inc.,Product Support/Client Services Analyst (for a workforce management ERP software)
● Identifying customer needs; gathering business requirements; detailing functional specifications; enabling implementation of requirement through project life cycle; translating specifications for product development/customization; providing leadership – enabling resolution of problems; mentoring junior analysts in understanding technology and identifying problems.
● Providing product configuration & fine tuning recommendations; network and database analysis to enable optimal performance for the user’s environment. Product (written in Java) interfaced with Weblogic, Websphere, SQL Server, Oracle.
● Creating complex queries in SQL(in T-SQL & PL/SQL) with multiple joins across a vast repository of tables to create custom reports.
● Diagnosing and rectifying problems in a user’s environment by analyzing product logs, database and OS logs; writing queries to identify orphaned records, data corruption, inserting/updating records etc.
IBM
Product Support Specialist for an ETL product (Transformation Server)
● Providing customers product & database (Oracle, MS SQL Server, Sybase, DB2) related support to enable optimal functioning of the product(Transformation Server); explaining the nature of transactional activity in a high volume environments, transaction logs, the process of database backups, restores, implementing backup strategies for recovering from data loss.
● Utilizing TCP/IP commands to troubleshoot hung sessions and other connectivity issues in different environments (Windows, UNIX, Linux); setting up SQL Traces to troubleshoot db related problems.
● Analyzing problems via product logs, database logs, OS logs; creating complex SQL scripts(in T-SQL & PL/SQL) to diagnose & rectify problems; analyzing Java exceptions captured in product logs to debug a given problem (application server: Websphere).
● Identifying and rectifying problems in a multi-product environment: understanding the interaction between different software, operating systems (UNIX, LINUX, Windows, AS400, Mainframe + virtual environments/VMWare) in a client’s environment; providing custom solutions per individual client requirements. Jan 2004 - Oct 2005: Developer Support Analyst, ESRI (leader in GIS solutions), Redlands, CA (ESRI’s clients include high profile govt. agencies, defense Redlands, CA (ESRI’s clients include high profile govt. agencies, defense contractors)
Reason for move: had to relocate to a different city for family reasons (assist an elder family member)
● Helping ESRI's high profile clients including several government agencies to identify business objectives and developing a plan to meet their technical needs.
● Coordinating between ESRI's multi tiered hierarchy - Development Support, Product Management, & Development teams; participating in product meetings during new
(software) version releases, post-production support meetings to identify and resolve issues.
● Taking ownership/leadership of projects from start to finish, harnessing resources from teams across the organization to bring resolution to complex issues.
● Supporting clients in the development of strategic business systems utilizing ESRI's extensive range of products and other third party products across a range of platforms
(Windows, Solaris/Sun, AIX/IBM, Redhat/Linux) and different RDBMS (MS SQL Server, Oracle, DB2, Informix, Sybase), IIS and application servers (JBoss, Geronimo, Apache Tomcat).
● Assisting in product demonstration and teaching assignments at the ESRI learning center for product courses (offered on campus); mentoring junior analysts.
● Creating complex SQL queries (in T-SQL & PL/SQL) to check for corruptions in table records, inserting/updating records; helping users create stored procedures, triggers to integrate user customization with existing product interface; providing database related support to users on a range of operations - setting up SQL Traces(Oracle, SQL Server) to troubleshoot db related problems; backup & restore, disaster recovery strategies, log shipping, migrating data etc.
● Utilizing TCP/IP commands to troubleshoot hung sessions and other connectivity issues in different environments (Windows, UNIX, Linux).
● Identifying and rectifying problems in a user's environment by analyzing product logs, database logs, OS logs; offering customers assistance with using the products C and JAVA API; supporting range of complex issues covering ESRI’s diverse product suite written in multiple technologies including C, Java/J2EE etc. May/01 – 2003: Contract/freelance work (website development) during Dot Com Recession
May 1999 - Apr 2001: Web Database Technologist / (Web Sales Manager), McAfee.com Sunnyvale, CA
Reason for move: Company wide layoff (during the dot com bubble burst, recession), McAfee brand got bought back by parent company Network Associates which resulted in the dissolving of the McAfee.com corporation
● Taking ownership for the development and deployment of dynamic, database driven web interfaces utilizing MS SQL and Active Server Pages technology(vbscript, HTML, JavaScript etc) in a very heavy traffic environment,(McAfee.com had the largest online subscription base on the internet, surpassing the Wall Street Journal in 2000 with half a million subscribers).
● Helped reposition legacy products.
● Creating solutions for retail customers on different OS and browsers with: product download, license entitlement issues - collaborated with Marketing department to define positioning and messaging, plan market launch.
● Obtaining input from business and engineering groups - gathering requirements for the creation of quality, user friendly, high performance web interfaces for McAfee.
● Offering expert SQL knowledge for the development of complex queries and stored procedures, functions using SQL to create dynamic business reports; developing and maintaining application data model, logical and physical table designs, managing the design and development of application databases; configuring and fine tuning IIS for optimal performance in a heavy traffic environment.
● Collaborating with different product development teams, marketing, sales on a range of projects and product release issues; managing multiple tasks across teams in the organization.
● Assigning tasks to QA, coordinating beta testing & user acceptance testing; reviewing results; holding follow up meetings to streamline processes. Oct 1998 - Apr 1999: Application Support Specialist, Microsoft Licensing Inc. (a wholly owned subsidiary of Microsoft Corp., Redmond, WA) Reno, NV Reason for move: relocated to the Silicon Valley during the dot.com boom for a Senior opportunity (with a generous compensation) with McAfee.com Responsibilities included:
● Providing world class client support for an internal distributed web based application, which served as a vital management tool for OEM and Authorized Replicators of data for Microsoft Corp. processing 9 billion worth of license revenue. The application design consisted of database driven web interface utilizing Visual Basic, ASP technology and MS SQL server. The system environment was characterized by heavy import and export of data across the network utilizing batch jobs; receiving data feeds/extracts from a range of very specialized and complex business systems (including SAP).
● Modifying existing reports to meet user requests for application enhancements (RFE) via complex queries in SQL with multiple joins across a vast repository of tables in a complex in-house web distributed system.
● Analyzing the network to identify which upstream system could be the source of failure in a heavy replication environment using MS SQL server, data feeds/extracts from a range of business systems; providing root cause analysis (RCA) for a given problem.
● Utilizing TCP/IP commands to troubleshoot hung sessions and other connectivity issues; setting up SQL Traces to troubleshoot db related problems.
● Researching several internal Microsoft knowledge bases to fix reported bugs; documenting: requirements, technical design specifications; detailed analysis of end-to- end business processes, workflow mapping and action items; maintaining a repository of vital information to serve as reference material; compiling a comprehensive, step-by-step instruction manual on installation, configuration, troubleshooting etc for an extensive internal web distributed system.
● Worked with different Microsoft teams to define and develop web interfaces for different functionalities from concept to completion- like developing and maintaining an online web interface to address internal IT support issues, end user help utilizing Active Server Pages (ASP - vbscript, HTML etc) and MS SQL Server technologies. Worked with QA teams to help create test cases for acceptance testing and beta releases (very high volume, since Microsoft is foremost in new releases).
● Configuring IIS per specification - intranet or internet (involving in-depth knowledge of configuration parameters, networking – TCP/IP, SSL, Verisign etc); customizing Web pages for different groups in Microsoft, for internal and external sites (per business and security guidelines).
● Trained in-house by Microsoft Corp in Windows ADMINISTRATION & NETWORKING: Microsoft NT server environment supporting NT 4.0 Server, Windows 2000, NT Server Administration/Security, NT File Systems, MS Exchange, TCP/IP, SSL, VPN, Proxy Servers, Microsoft IIS, DNS, WINS, DHCP.
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