Support Engineer Application

Wilson Andrade

Melrose, MA ***** 781-***-**** ************@*****.***

Application Support Engineer / IT Professional

CAREER SUMMARY

●Project-focused IT professional with expertise in leading and contributing to projects designed to enhance system functionality and end-user productivity. Acknowledged for capacity to tackle challenging issues, analyze viable alternatives, and provide innovative solutions that reside within clients’ financial and time frameworks.

●Persistence, personal integrity, and channeled energies are major strengths consistently cited by managers and clients alike – universally praising team spirit, independent work habits, and the determination to conquer technical challenges. Resourceful, life-long learner, embracing knowledge for improved problem-solving.

AREAS OF STRENGTH / EXPERTISE

●Unix/Webserver Administration System Integrations

●Content Management Systems

●System Security Compliance Process / Efficiency Improvements

●Critical Problem Solving Relationship Management

TECHNICAL SKILLS & CERTIFICATIONS

Platforms: Windows 200x, Windows 10, Red Hat Linux, Suse Linux, AIX Unix, Sun Solaris, HP/UX, Unix iSeries

Databases: IBM DB2, SQL, Oracle

Applications: Docker, Crystal Reports, Redis, Looker, Microsoft Office Suite and SharePoint, Microsoft Project, WebSphere Portal, WebSphere Application Server, Apache Tomcat, Apache Webserver, JIRA, TCP/IP Networking

Content Management Systems: IBM Content Manager, RedDot CMS, Drupal, Joomla

Certifications: Red Hat 4 Linux Administration Lotus Notes 5 Administration Intermediate SQL Advanced HTML Oracle 9i Administration – IBM Global Campus

EXPERIENCE

American Well 12/2015 – 01/2023

Senior Application Support Engineer

●Deployed and managed Docker containerized web applications across 150+ VMWare hosts.

●Was part of a 24/7 on-call rotation to support production systems and late-night upgrades.

●Ensured timely installation of web application upgrades.

●Analyzed Salesforce support tickets and responded to users with root cause of issues and possible solutions.

●Analyzed application logs using the Kibana log analyzing tool.

●Maintained all supporting components such as monitoring, alarming and performance analysis systems.

●Reported defects found in production to QA and Development teams; collaborated to resolve issues quickly.

●Performed system administration tasks in Linux and Windows on all application platforms in the hosted environment.

●Created detailed implementation documentation using Confluence to be followed as part of the company’s change control policy.

●Conducted Oracle Database support and management, SQL querying.

●Collaborated closely with Release Management to coordinate deployment of application updates.

●Deployed application assets in AWS S3 and leveraged JIRA for managing patching & maintenance schedules.

●Supported the Looker BI analytics platform, maintained Oracle SQL databases.

Massachusetts Department of Education 2013 – 2014

IBM WebSphere Administrator

●Supported IBM HTTP Server instances within the platform.

●Monitored resources used by the Portal platform including hardware and operating systems.

●Reported on and planned/implemented recommended maintenance as required.

●Deployed portlets and other Portal configuration artifacts.

●Configured and maintained IBM WebSphere Servers in VM environment.

●Created appropriate security resources and assigned proper permissions, if necessary.

●Maintained documentation related to the Portal platform.

Suffolk University 2012

Web Administrator

●Tested, installed and provided support and maintenance for web related applications and server administration in a Red Hat Linux 6.3 and Windows Server 2003 environment.

●Performed account maintenance on Unix servers.

●Maintained web environment and provided support for application managers using Red Dot CMS.

●Test and install web applications from outside vendors.

U.S. Department of Transportation 2011

WebSphere Administrator - Top Secret Security Clearance

●Provided support for WebSphere V6.1 and Apache Tomcat running on Red Hat Linux 5.7 in production, testing and development environments.

●Provisioned and maintained Red Hat Linux servers running Apache, PHP and MySQL (LAMP).

●Developed, documented, and maintained policies, procedures and associated training plans for system administration for appropriate use.

●Engineering and administration of RHEL/Apache/WebSphere web application stack in a high availability VMWare ESXi based environment.

IBM / Lotus Development Corp., Cambridge, MA 2001 – 2008

System Administrator

●Performed cross-platformed system administration work using Lotus Domino, Lotus Notes, Lotus Quickr, Lotus Connections, WebSphere Portal, WebSphere Application Server and various database applications such as DB2 and Oracle as backend databases for web based applications.

●Contributed to high-profile projects – from network and software installations through complex systems integrations. Functioned in a multifaceted role which included engaging with quality engineers and developers to identify and report software problems accurately.

●Participated in several projects and successfully deployed many Lotus Notes/Domino and WebSphere Portal configurations using Lotus Web Content management which were never attempted. Configurations were deployed on different OS’s such as Solaris, Red Hat Linux, SUSE Linux, IBM Unix (AIX), Win2003 Server

●Built the IBM Lotus Connections infrastructure that was used in IBM’s main portal. Key team contributor in prototyping systems for testing and development via the use of virtual machines using VMWare and Virtual PC.

●Held responsibility for creating Lotus Notes/Domino and WebSphere virtual machines on VMWare ESX Linux platforms. Responsible for IBM security compliance of all Lotus Notes databases within the organization.

●Identified and corrected server security issues by disabling vulnerable services on all systems. Provided systems/network support in a distributed client/server environment.

●Installed memory, CPUs, hard drives and tape drives. Created standard system security/application policies within the UNIX environment which consisted of third layer applications.

●Built and deployed Linux servers in IBM’s Cambridge and Westford data centers consisting of IBM enterprise class rack servers via kickstart.

●Held responsibility for security compliance of all lab servers which included updating Unix RPM packages and applying all necessary patches. All servers consistently passed IBM security audits.

●Developed an efficient knowledge base and wrote several technical documents which were used for collaboration purposes with other system administrators. This knowledge base database provided greater system administration efficiency and helped contribute to the project’s success.

●Served as only System Admin in the entire organization to attempt and successfully deploy a RedHat Linux 4 WebSphere Portal 6.1 deployment using Oracle 10g as a backend database using very limited documentation.

EDUCATION

Computer Science

Northeastern University, 1989 - 1991

Associates Degree in MIS Systems

Computer Processing Institute, 1992

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