Engineer Support
Resume:
Debbie L. McNeil-Smith
Raleigh, NC 27604
adigx4@r.postjobfree.com
Overview
Over 20 years of progressive experience in information technology services.
Diverse broad experience in technical infrastructure support.
Strong interpersonal communication skills and customer service concepts.
Dedicated to taking time to utilize best-practice standardized solutions.
TECHNICAL SKILLS:
Computer Hardware:
Unix, Linux, SUN, HP, some Cisco routers and switches, PC installation and configuration of peripherals
Computer Languages:
C-Language, Visual Basic, AWK, C++, Perl,
Application Software/OS:
MS ACCESS, Word Excel, MS Power Point Solaris, SunOS, HP, Irix, Linux –SuSe, Data General, Veritas, NetBackup, Remedy Tracking System, Tivoli, ORACLE NetExpert, Exceed, Various proprietary software applications
Networks:
Cisco Routers, switches, LANs, WANs and subnets, Network/Telcom knowledge
United States Postal Service (Abaci Contractor) - Raleigh, NC
October 2012 – September 2020
Applications Support/Test Engineer
As an Applications Support/Test Engineer I resolve multi-application issue/problems quickly and methodically via various MS Windows versions, mainframe, Solaris, and Linux platforms. I am also responsible for performing application support (prod/non-prod) installation and upgrades on the fore-mentioned platforms. All of the support is administered remotely via remote desktop or putty emulation apps. Heavy Network and QA testing of various internal/external applications for integrity and networking issues. Also support and test the PCI network with encryption, licensing, networking and various issues. I am skilled in troubleshooting and communication as well as program management, which allows me to handle multiple tasks while prioritizing effectively is required in this role. The position also requires manual/automated testing for the PCI (credit card data) data transfer application via proprietary testing tools, reviewing test plans and using SQL server to check data integrity. Also managing the Key management system for encryption/description capabilities. Experience and proficiency in using proprietary test tools including automated test scripts. Current Public Trust Clearance in effect for this position.
Tekelec, Inc. - Morrisville, NC
July 2009 – April 2011
Network Systems Support/Upgrades Engineer (Contractor)
Responsible for performing Tekelec (a telecom company) software upgrades on multiple Unix (Solaris/Linux) platforms, performing application support (prod/non-prod) remotely or on customer sites. The Tekelec monitoring solutions and SS7 technology systems are upgraded in production and customer lab facilities. Engineer is responsible for representing Customer Service in cross-functional teams developing telecommunications products/systems for each assigned product line, individual release, and/or specific feature: Strong UNIX System Administration skill set is required also act as the Customer Service technical prime in document reviews and weekly project meetings. Assist in the test, setup and execution of lab-based feature and system testing to obtain direct product knowledge. Also required to report test results -document, describe, and discuss product functionality and application scenarios with team members and development engineers. Train Customer Service implementation and support personnel in product functionality, through lab-based demonstrations and hands-on exercises, including provisioning, testing, and troubleshooting procedures. Responsible for providing second level support to the implementation and technical support organizations, through effective problem-solving and broad product expertise, for prompt resolution of issues occurring during acceptance testing and initial operation of the product. My skill-set contains diverse technical experience in information technology, customer service and quality/testing. Other skills required are strong interpersonal communication skills and customer service concepts as customer contact is required. Also installed software (packages/upgrades) on linux servers in a lab setting and tested connectivity to routers/switches and various errors.
Credit Suisse (Comsys, Contractor) – Morrisville, NC
September 2007 – June 2008
Technical Application Support Engineer
This is a multi-tasking technical support position which involves the OpenLink Endur application. The environment contains MS Windows and Unix(Solaris 9 & 10) as well as Oracle and flat file databases. Responsibilities are as follows: Liaison between the various internal users and external (customers) including Networks, Servers & Storage, Database Administration, Global Engineering and the Global Data center. Coordinate, prepare, and participate in Migration testing, upgrades and feature testing - performing application support (prod/non-prod). Maintain and modify documentation for overall support regions (Raleigh, New York, London and Singapore), escalation procedures and SLA's which also includes keeping documentation up-to-date. Other duties include but are not limited to maintaining test environments for Project related test cycles and batch scheduling and execution, environment configuration, and batch issue troubleshooting. The investigation and resolution includes the use of some customized support tools utilizing SQL, W2000, JavaScript and AVS scripts, knowledge of UNIX shell scripting and review of various PERL scripts for troubleshooting errors. Serious or consistent problems are escalated to management for resolution. Review test plans and test cases based on business requirements, use cases, and functional specifications to assist Quality and Development Engineers. Maintain and modify documentation, escalation Procedures and SLA's.
Tekelec, Inc. - Morrisville, NC
August 2005 – August 2007
Technical Support Engineer 2 (Sentinel Applications Group)
Direct interface to the customer providing effective communications and Technical/product expertise leading to timely and effective resolution of customer issues, provide Tier I/II level technical support/performing application support (prod/non-prod)
Opening/managing/closing Customer Service Requests (CSRs), Opening and processing Return Material Authorization (RMAs) request, Opening Problem Reports (PRs) for possible product defects Work with other departments as Project Manager for specific upgrades, etc within Tekelec to increase the quality of Sentinel product, Identify customer product problems and develop/implement procedures to improve/correct issues, troubleshoot TEKELEC’s product hardware, firmware, and software to resolve customer problems provide advanced SS7 and/or TCP/IP network troubleshooting assistance for TEKELEC customers as well as update web pages (written in Perl). Strong testing skills of various application software for performance/behavior and perform error re-creation in a lab environment. Create Technical Services Bulletins for distribution to the customer base. Escalate customer issues to Tier 2/3 (developers) and TAC Management.
Technical Support Engineer (LSMS -192 Migration Project)
April 2005 – August 2005
(Contractor)
Responsible for representing Customer Service in cross-functional teams developing telecommunications products/systems. For each assigned product line, individual release, and/or specific feature: Strong UNIX System Administration skill set imperative to this position, Act as the Customer Service technical prime in document reviews and weekly project meetings. Assist in the test, setup and execution of lab-based feature and system testing to obtain direct product knowledge. Document, describe, and discuss product functionality and application scenarios with team members. Train Customer Service implementation and support personnel in product functionality, through lab-based demonstrations and hands-on exercises, including provisioning, testing, and troubleshooting procedures. Responsible for providing second level support to the implementation and technical support organizations, through effective problem-solving and broad product expertise, for prompt resolution of issues occurring during acceptance testing and initial operation of the product.
AT& T Solutions (Contractor) - Durham, NC
June 2004 – April 2005
Network Analyst
Resolve complex problems quickly and methodically via SCO, Solaris, and HP Unix platforms. Knowledge of voice telephony, including ISDN and T1 voice management and trunk overflow, AT&T Advanced Features (routing and transfer-connect), Manage all faults reported to the GCSC via phone, platform or work order request. Work with Cisco Routers and switches, Nortel Switches and Hubs, AT&T Frame Relay/ATM, Local Exchange Carriers. Communicate effectively and courteously with management, support teams, 3rd-party suppliers, and customers. Handle multiple tasks while prioritizing effectively. Testing of hardware and firmware to find incompatibilities with new versions of software as well as the testing the firmware of routers and switches.
NC Secretary of State - Raleigh, NC
January 2002 – April 2004
Support Clerk/Sun Solaris System Administration/LAN/WAN Analyst
Administer and maintain Sun Solaris server system for internal Network Infrastructure. Support LAN/WAN for multiple servers. Integrating and implemented Veritas NetBackup Solution Supporting server administration on Sun Solaris. Installation and configuration of new software. Also analyze and provide security/access to the database Troubleshoot for various software applications.
Nortel Networks (Contract)
January 2001- July 2001
LAN/WAN Support Analsyt
Provide for D.O.O.R.S. Dynamic Object Oriented Requirements Systems---Test Case Repository for Software Testers). Responsibilities involve Linux, SCO Unix, HP-UX 10.21 and Solaris 2.6 server administration support for LAN/WAN network for software development.
TRC Staffing/Wang Government Services (MCI)
November 1999-September 2000
Network Systems Administrator (Contractor)
Maintain and support the NetExpert Network Management Software via Solaris 2.6/2.8 platforms and Linux. Update graphics and document procedures for graphics manipulation and systems maintenance. Knowledge of remote networking of Unix workstations via LAN/WAN, i.e. TCP/IP, PPP, and network file sharing. Other responsibilities also include the Remedy Problem Tracking Tool Administrator: troubleshoot, maintain, modify, and backup schemas and macros, ArWeb – web application of Remedy from a Unix platform, which allows access the Remedy Ticketing System.
CP&L (Carolina Power and Light Co.)
February 1999- June 1999
LAN/WAN Systems Integration
Integrate and customize new systems into the company’s Current environment of innovative and legacy systems. Automated Meter Reading Project involved the integration of SUN (UNIX) and Linux equipment into an HP predominate LAN/WAN network, which also involved a 3- tier system architecture.
ASI Landmark, Inc.
August 1997-February 1999
UNIX Systems Administrator/LAN/WAN Support
Unix support (SCO Unix, Linux, SunOS & SOLARIS), software installation, conduct system backups, trouble shooting problem computer systems, setting up printers, experienced with computer programming, able to convert computer systems to MS Windows, organize administrative work such as setting up and installing software and computer user accounts, and working with various platforms such as MS Window 3.1 & MS Windows 95, experience with LAN/WAN configurations.
Express Technical (Contract)
April 1997- June 1997
Computer Consultant
Performed various technical assignments such as computer support and advising consumers on different computer programs and designs.
Glaxo-Welcome, Inc. (Contract)
May 1996-February 1997
Project Leader (Area Migration Team/VMS & OS/2 Platforms)
Analyze, coordinate and migrate the data from NetWare, OS/2 and VMS servers to MS Windows NT servers; Project Overview: The project entailed the analyzing, coordinating and migrating of OS/2, VMS and Novel NetWare platforms to a MS Windows NT platform; other duties included supervising and training new staff to the project team; supervised 2 teams (OS/2 and VMS) during this project this position also required some software installation, documented procedures for all platforms; extensive experience with Windows NT, OS/2, LAN Server, VMS DCL commands and Novell NetWare, experience with solving problems on all the systems.
End-User Support Analyst
Provide support for the Basis Plus application via the VAX, UNIX and Novell systems for various locations as well as the Zebulon and Greenville, North Carolina sites. Other duties include the support of the Basis desktop, Internal Document Index (INDI) and the document number network of computers, which are comprised of many systems such as UNIX (SUN clusters), Novell PCs, experienced with Pathworks, VMS, MS Windows 3.1; set up and maintain the user's basic computer accounts, assist customers with installation of the applications, VAX and UNIX systems and check-out inventory.
International Business Machines
February 1996-May 1996
TCP/IP Administrator (Contractor)
Provide TCP/IP-DNS and Bind support for a vast multi-protocol network at local RTP sites as well as the entire South/East Region of the United States; held a position as a network administrator, routable, multi-protocol support, network monitoring and operations; customer relations concerning various applications, problem determination, mass data base changes, other projects include the installation and configuration of various software and operating.
Environmental Protection Agency (Contract)
September 1994-February 1996
LAN/UNIX/VAX Support Analyst
Provide support to users on the VAX, UNIX (clusters) and LAN; other duties includes systems check-outs, backups, printer and account maintenance, RS-232 wiring connections, 10-base T and thin wire preparation; other responsibilities include monitoring and support for a large multi vendor network
International Business Machine (Contract)
August 1993-August 1994
System Administrator/Support Personnel
Maintain client/server systems set up in six buildings in various locations in RTP using OS/2 PC workstations.
Equifax-PMI (Physical Measurement Information)
December 1992- August 1993
Computer Operator/Customer Service Representative (Contractor)
Input and process data; worked directly with customers and clients.
International Businesses Machines (Internship) 11/91-6/92
November 1991-January 1992
System Engineer/Programmer
Performed system backups, test various software package, programming using C-Language Korn Shell (AIX), Book Master and other applications, TCP/IP and Motif
NC Department of Transportation/Systems Information
May 1990-August 1990
Programmer Analyst (Internship)
Developed and presented software programs to customers using Clipper and COBOL, testing various software packages for user manuals.
NC Administrative Offices of the Courts / Purchasing Report January 1990-May 1990
Computer Operator (Internship)
Duties: Maintain Focus (main frame) database, data entry, light customer support, and general office duties.
EDUCATION: Masters of Science, Information Security And Assurance
Western Governor’s University
Salt Lake City, Utah
To be completed January 2021
Bachelor of Science, Computer Science
St. Augustine's College
Raleigh, North Carolina
May, 1992
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