Service Engineer

Bryan Gury

Raleigh-Durham-Chapel Hill Area 919-***-****

linkedin.com/in/bryan-gury-1b92a77 ******@*****.***

Summary

Excellent customer support can win new customers, keep existing customers loyal to a company's products and services, and influence the purchasing of additional products and services.

A listing of my core competencies includes:

Customer Technical Support

Software Change & Issue Management

Troubleshooting

Available to discuss new opportunities in the Research Triangle area or virtual (remote), please contact me at ******@*****.***

TECHNICAL SKILLS:

z/OS Assembly Language, JCL (both z/OS and z/VSE), PL/X, Java, Unix/Linux shell scripting, Rexx, Perl, Ant Platforms: z/OS, z/VM, z/VSE, Windows, Linux(RHEL,Ubuntu) AIX. Databases: db2-z/VM, db2-LUW

Experience

IBM, Research Triangle Park, North Carolina

Advisory Software Engineer 2007 - 2020

Administered SPA databases and servers for 6 SPA installations. Led team of 5.

SPA was a registered IBM Vital Business Process supporting significant revenue for IBM.

Performed service transfer of products into SPA, resolved customer requests and issues for several thousand product releases across 6 SPA sites. Issues were reported by direct customer support teams in 6 time zones.

Designed and implemented fixes for 150 SPA defects as part of an effort that reduced the volume of issues by 5 percent each year (est./avg.'d) by identifying issues reported multiple times and fixing code, documentation, and procedures that caused the issues.

Created new, or updated existing, user exits to implement functions outside the support scope of SPA functionality.

Staff Software Engineer 2002 - 2007

Developed SPoRT (Service Process on Rational Tools) service support tool. Led team of 5. SPoRT provided APAR (i.e. a problem report)) processing using a ClearQuest client, and a RETAIN server for polling, updating, and closing of APARs and PTFs (installable fixes).

Collaborated with stakeholders to deliver a critical requirement for on-boarding Rational to the IBM software support process. The team received an IBM CIO Innovation award for our work.

Delivered multiple versions of SPoRT, which were used by Rational and several other IBM divisions thus spreading development and support costs and saving IBM money.

Education

Bachelor of Science, Old Dominion University, Norfolk, Virginia

Bachelor of Science - Business Administration, Management Information Systems

High School Graduate, Frank W. Cox High School, Virginia Beach, Virginia

Honors & Awards

● IBM CIO Innovation Award - Office of the IBM Chief Information Officer.

Feb 2005.

This was a team award for enabling the newly acquired Rational division to process IBM customer service issues by adding a schema package we developed to their existing ClearQuest (CQ) schema.

This was the first time a non-Rational division team had created a CQ schema package as that task was usually handled by Rational customer service teams. Our team had Rational up and running within 3 months and we delivered many more iterations and several major releases of the schema package and related services that were adopted by several other divisions within IBM.

● IBM Means Service Award (twice) - IBM Field Engineering Division.

The IBM Means Service Award was given, on an annual basis, to customer service personnel who delivered excellent customer service.

References

Coming soon to the LinkedIn URL at the top of the resume.

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