Engineer Sales

W. Stace McDonald

**** ****** **** ● Medford, NJ 08055

609-***-**** ●adguhc@r.postjobfree.com

Software / Production Support Engineer

Proven Technical Leadership in Support of Client 'Mission Critical' Applications

Team Leadership ● Project Management ● Systems Implementation

Education

LA SALLE UNIVERSITY, Philadelphia PA

Bachelor of Science in Business Administration, 1998

Technical Training

Unix Fundamentals

Unix Shell Programming

Networking

Security

CompTIA Security Plus

Network Security

Home and Office Networking for Broadband

Server Software Procurement and Deployment Policy Guidelines

Very High Speed Digital Subscriber Loop (VDSL) CPE for FiOS IM

Management Code of Conduct

NID cabling

FIOS Training

CEVs, Huts and Cabinets

Electrical Hazards

Technical Skills

Languages: Unix ● Linux ● SQL

Databases: AWS ●Sybase ● DBSQL ● Toad ● J2EE ● Weblogic

Operating Systems: Sun Solaris ● Windows ● HPUX● Centos

Hardware: HP & Tektronix Xtermials ● Intel ● Sun Enterprise Servers

Software: X-Windows ● MS-Word ● Excel ● Visio ● PowerPoint

Monitoring Tools: Splunk ● ServiceNow ● BMC patrol ● Sentinel ● LogStorm

SiemStorm ● Catchpoint ● Control-M

Professional Experience

Amdocs (L2 Production Support) April 2019 – Present

•Work on resolving incident ticket in a timely manner.

•Monitor Comcast and TMO daily bill runs.

•Work to create and maintaining scripts.

•Working on daily JIRA tickets.

•Work creating SQL for MySql workbench.

•Work on creating Linux and Unix scripts

•Used SFTP to log onto the Comcast servers to retrieve incoming files.

•Built UNIX command scripts that would be put into cron

•Monitored unix servers through AWS cloudwatch.

JP Morgan (L2 Production Support) August 2018 – April 2019

Work on resolving incident ticket in a timely manner.

Used Control-M to monitor the overall health of the servers and jobs running

We would create jobs through Control-M

Monitor our 36 applications and reacting any issues.

Work on creating and maintaining JIRA stories.

Creating Splunk Dashboards to help with monitoring.

Creating ITSM’s for major and minor releases.

Work on creating Plans for the ITSM for the releases.

Working closely with the Developers to resolve issues and implement fixes.

Running queries using Toad and SQL Developer

Working to meet as closely as possible the required SLA’s.

Creating unix shell scripts to monitor our servers

Used Salesforce to create stories and monitor incident tickets.

Comcast (SNP) – January 2018 – July 2018

Comcast, Philadelphia, Pennsylvania

Work on AWS, submitting and maintaining EC2 instances.

Added Tagging to AWS

Monitored AWS EC2 processes and networks.

Submitting and working on Firewall and Ports access

Standing up 150 Dell DRac servers

Uploading Centos Linux/ Red Hat

Setting up the DNS/Sysconfig/resolve.conf

Worked updating confluence

Used Jenkins to deploy packages

Github was used to keep all scripts for production servers and keep scripts up to date.

Platform Analytics June 2017 –December 2017

Comcast, Philadelphia, Pennsylvania

Assisted in the development of 45 KPIs built in Splunk that were brought in-house at a cost savings of $1m to the company.

Efforts related to the project included: dashboard development, SPL scripting, daily email to management conveying health of the project.

Conducted Spunk admin tasks including: creating and adding new users, standing up sandbox environments, conducting user audits.

Monitor and maintained OpV Report Dashboard.

Put together a daily email that would be sent out to the entire footprint.

Set up log monitoring.

Tier 2 Support March 2017 – June 2017

Educational Testing Service, Ewing, New Jersey

Work closely with clients to help troubleshoot the issues.

Install software onto clients desktop.

Worked with 7000 High Schools and Colleges that are setup for college placement testing applications we support.

Support our applications that are hosted on desktops and mobile operating systems such as Windows, Mac OS, IOS, Linux, Android and Chrome

Helped build and control the Mobile testing facilities

Technical Support August 2016 – November 2016

PECO, Philadelphia, Pennsylvania – Contractor TEK Systems

Implement Industrial Defender.

Industrial Defender security monitoring

Installing Servers and setting up the network.

Worked on creating LDoms.

Configured and provided support for ASM and ASA servers.

NERC-CIP v5 implementation project member.

Implement updates to the existing software.

Technical Services Engineer December 2015 – August 2016

Blackstratus, Piscataway, New Jersey

Root Cause analysis with SOC to investigate problems through to resolution.

Principal in Pre-Sales Demos of Security Information Event Management and Log

Aggregation security products; SIEM Storm and LOGStorm

Information Security consultant for the preparation of client environments, including, but not

limited to; suggestions on configuration of Firewalls, IDS/IPS, Anti-Virus, and networkdevices.

Implemented and tested release candidate updates and revisions of SIEM technology and

LOG Storm and other log management solutions.

Operated independently, interfacing, coordinating, and scheduling with international clients

and corporate resources.

Setting up and maintaining networks in AWS

Implement changes in AWS.

Worked adding clients to AWS

Write LINUX scripts to help identify issues.

Implement any new updates to the existing software.

Design and implement security solutions for customers using the BlackStratus products.

Assist the Sales team technically with new sales opportunities (Sales Engineer).

Regularly meet with customers to ensure product satisfaction and determine additional customer needs.

Customize BlackStratus software to customer’s policy and environment.

Conduct Product Training and other consulting for customers as needed.

Network Operations (Technical Shift Lead) June 2015 –November 2015

Comcast, Mount Laurel, New Jersey

Managing and supporting high profile Commercial voice customers.

Support CIC’s, trunks, routers, switches and CMTS.

Responsibilities include pro-actively monitoring, isolation, triage and resolution of all network outages/impairments.

Do a root cause analysis and recommend and suggest improvements to existing procedures.

Troubleshoot network outages, network latency, or CPE failures.

Create processes and procedures for troubleshooting and ticket management.

Process all customer calls/emails and take ownership of issue until resolution.

Setup dispatch and troubleshoot issues with local field operations to resolve customer/network

related issues.

EventManagement E-Business Support (Team Lead) August 2014 –May 2015

Comcast, Philadelphia, Pennsylvania

Interacted with teams to find the resolution of problems.

Used ServiceNow to monitor various activities according to SLA

Manage ServiceNow to maintain standard business operations.

Worked with Splunk in order to investigate possible issues

Worked directly with Incident Management in order to find out which alerts were real.

Worked with Incident Management putting eyes on glass so no monitoring is lost.

Worked with Incident Management to silence the false alarms.

Maintained process documentation and templates.

Implemented and executed tasks plans and working with the different teams.

Maintained tasks and resolved issue that have been open with problem tickets.

Responsible for the maintenance and support of Comcast E-Business exception tracking system.

Established executive critical event notification process.

Created auditing process for 3rd party vendor escalation procedures.

Maintained key reporting and monitoring system for over 300 servers and 11 million unique monthly logins

Participated in analysis of Problem Management function and integration of key standards

Created dashboard to track team goals.

Provided Incident Management during critical events.

PRODUCTION SUPPORT ENGINEER, 1998 - 2014

Verizon Communications Services, Philadelphia, Pennsylvania

Primebiller – Production Support Engineer:

Worked closely with clients to establish problem specifications and system designs

Developing monitoring system for notification of failure of Primebiller application

Submitted tickets to developers; worked closely to troubleshoot problems

Ran monthly bills for auditing processes

Assisted in maintenance of existing applications and design and delivery of new applications

Added new functionality to existing applications including requirements gathered from user groups, code design and modification of code

Dashboard and VRepair – Team Lead:

Would routinely work with the development team to ensure that monthly release were properly installed

Produced Documentation and Architecture planning guides for the Enterprise Monitoring of companies from 10 – 2000 servers.

If the code in a release was not working correctly we would remove the release and reinstall the previous code.

Would write UNIX scripts that would help identify issues before they were seen by the customers.

Would troubleshoot any new release that did not work as intended.

Led production support team in assisting end users with application usage issues, debugging problems with software, middleware and operating systems

Led team responsible for performance testing using Automated Load tools which involved mimicking a user load on production-like servers and analyzing generated performance data

Maintained test environment used by clients and developers for demonstration and testing purposes

Researched and implemented new software and tools to improve scalability and availability of applications

Streamlined deployment process by developing continuous integration tools

Worked with product management to design, build and test systems

Worked closely with customer representatives to solve hardware and software problems encountered on mission critical applications

Implemented major enhancements to existing software systems

Routinely perform DR exercises for applications

Successfully migrated a whole environment from oracle 10g to oracle 11g

Worked with development/test teams, and/or vendors to resolve production outages quickly and to outline roll-out plans for fixes

Created Change Controls and Task Plans for deploying applications into production. Drove the approval process, and the coordination efforts with extended teams

Supported the development and test teams by deploying applications in the non-production environments as needed.

Supported web-based internal Verizon applications across multiple environments composed of Weblogic, iPlanet, Veritas Cluster Server, Oracle, Visibroker products

Wrote shell scripts to automate monitoring of the infrastructure (WebLogic, Oracle), as well as to generate application usage and error reports for upper management.

Provided 24x7 on-call rotation as a single point of contact for troubleshooting and resolving issues in production, and ensured successful maintenance and upgrade of applications and infrastructure.

Sales Service Negotiation System (SSNS) –Production Engineer/Software Engineer:

Packaged SSNS servers and ensured accurate deployment on 150+ Sun Solaris servers using the Sun packaging utility and 200+ NT workstations using Installshield Software

Supported application to enable sales representatives to collect data for customer orders of telephone service across Northeast United States. Application ran on 150+ Sun Solaris UNIX Servers

Researched and implemented new software and tools to improve scalability and availability of applications

Created shell scripts to be used by developers for day to day tasks

Performed regression and system-level testing to verify software quality and function before release

Responsible for the debugging and modification of software components

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