Technical Support Engineer

ROAF SYED

Houston, Texas

216-***-**** ****@**********.***

LinkedIn: https://www.linkedin.com/in/roaf-syed-b432b/

US Citizen

PROFILE:

Experienced IT professional with 15 years in the industry, including 12 years as a Senior Support Engineer. Demonstrate proven expertise in technical support, troubleshooting, and resolving complex IT issues while managing high-priority incidents and implementing effective solutions to ensure optimal system performance and reliability. Skilled in handling all aspects of the project lifecycle (ITIL/SDLC), with a strong focus on meticulous record-keeping and timely updates to ticket tracking systems. Adept at providing expert guidance on technical architecture, accurate task estimation, and maintenance, ensuring deadlines are consistently met. Recognized for exceptional communication skills, effectively engaging with clients, and contributing valuable improvement recommendations to drive efficiency and success.

EXPERTISE:

Exceptional communication skills by effectively interacting with clients and providing valuable process improvement recommendations to enhance efficiency.

Experience in providing 24/7 on-call support, managing trouble tickets, and resolving technical issues for remote workers in control center environments, ensuring minimal disruption to operations.

Expertise in Dynatrace to analyze and troubleshoot code exceptions, driving timely resolution of technical issues.

Proven ability to work independently and collaboratively, managing multiple projects simultaneously while leveraging team expertise to achieve optimal customer issue resolution.

Experienced in delivering comprehensive desktop support and troubleshooting services for business clients, optimizing hardware and software performance to meet operational needs.

Strong adherence to approved procedures, ensured compliance with service level agreements (SLAs) and conducted root cause analysis (RCA) to drive continuous improvement in service delivery.

Stay updated on industry trends and best practices in data migration and application engineering to deliver innovative solutions.

TOOLS / SKILLS:

Operating Systems:

Windows 10, Linux, Unix.

Applications:

Splunk, AWS, Power shell Scripting, Siebel CRM Application IP17 / IP18/ IP21; Siebel Tools; Remedy; ServiceNow; SoapUI; Autosys; Siebel Open UI, Data Migrations, VMware, Python, MS Office 365 and Salesforce.

Database:

Oracle 19c, PL/SQL, Cygwin

Certificates & Awards:

Communication & Interpersonal Skills, Time Management, Employee of the Month, Excellence Performer Award.

PROFESSIONAL EXPERIENCE:

Application Support Consultant January 2020 to Present

Bank of America – Dallas, TX

Collaborated with database teams to resolve production data processing failures and analyzed business requirements to deliver accurate effort estimations.

Monitored and resolved priority tickets using Remedy, ensuring timely resolution.

Applied upgrades and patches to maintain Siebel Enterprises' performance.

Utilized Autosys to execute batch files, conducted log and application monitoring, and ensured operational continuity.

Managed application exceptions in test and production environments, addressed client support requests efficiently, and provided resolution for both production and non-production systems.

Troubleshoot user-facing issues, partnered with database teams on backup and recovery plans, and trained end-users on new systems and processes.

Delivered 24/7 production support, performed user administration tasks via command scripts, and coordinated infrastructure design, installation, and administration activities.

Automated routine admin tasks using python scripts (user account management, log parsing, backups)

Took ownership of production issues, led root cause analysis (RCA) meetings for Sev1 and Sev2 incidents, and prepared technical documentation for stakeholders.

Provided Level 3 support, including minor enhancements, batch optimization, and patch management, while addressing escalated system issues from the internal help desk.

Developed custom monitoring tools in Python to track system performance and service availablity.

Assisted developers with platform problem resolution, supported defect testing, and collaborated with cross-functional teams for project planning and implementation.

Recognized annually as Employee of the Month for exceptional planning, problem-solving, and process improvement contributions.

Facilitated knowledge transfer for new team members, mentored support staff, and ensured process consistency within the team.

Worked alongside another developer to implement RESTFUL API’s in django that enable our external analytic team to increase reporting speed by 25%

Supported sales systems and end-users by monitoring system requests, addressing issues promptly, and developing testing documentation with team leads.

Analyzed and applied required Siebel Patches for Call Center 8.1 implementation.

Gathered and documented business requirements, ensuring alignment with the organization's vision, and translated them into comprehensive technical specifications.

Assisted and supported developers in resolving issues on supported platforms and maintained various environments: Development, Testing (UAT), and Production.

Managed user accounts, including creation and termination, and ensured the overall health and performance of the application environment.

Updated status reports, collaborated with development and business teams, performed defect analysis, facilitated lessons learned, and compiled repositories within Siebel Tools.

Assisted users in testing and resolving defects, contributed to the maintenance of regulatory control documentation, and resolved systems issues escalated by the internal help desk.

Maintained effective communication with the client implementation team, assisted in the migration of reports from existing systems, and acted as a liaison between clients and application teams.

Integrated Python scripts and API’s (REST) to streamline network and system operations.

Documented reports designs and approaches, monitored and managed all server components and logs regularly, conducted code migrations in various application environments, and provided training to user personnel on system usage.

Maintain health and functionality of Development, Testing (QAS/UAT), and Production environments.

Manage Windows patching and report Siebel software environment issues via Siebel Meta Link.

Compile Siebel Tools repositories and aid developers in resolving platform-related problems.

Assist users in testing and resolving defects, supporting a sales force of over 850 reps with Siebel Sales Force Automation (SFA) tool usage.

Conduct training sessions for users, clients, and Line of Business teams, including remote sessions.

Collaborate with the Database team for cold backups and system administration tasks.

Created scheduled jobs using Python with cron/Task scheduled to manage updates and alerts.

Create and update disaster recovery documentation and maintain Setup Views, Responsibilities, LOVs, Positions, etc.

Monitor and manage application environments to minimize outage risks and ensure system availability.

Handle import/export of repositories, extraction of local databases, and manage code migration to various environments.

Participate in weekly status meetings, assist in release and migration planning, and utilize Siebel Tools to modify applets, views, and screens to meet client requirements.

Application Support Consultant / Sr System Administrator August 2016 to December 2019

Boeing – Houston, TX

Identified systems and customer-reported issues, troubleshoot, provided solutions, and documented them.

Trained customers or partners on product best practices and features.

Provided weekly updates and addressed concerns during team meetings.

Assisted in developing service and support procedures for new products in upcoming releases.

Successfully managed Accounts Daily including BCS, Dex Center, Insync, ECAS, Dalmia Bridge, and IBEX.

Created various Splunk Dashboards and Reports from the data obtained from logs.

Worked on various Splunk searching techniques like using time range, multi-field searching, pivot, exporting data, etc.

Responsible for technical support aspects at the specific customer level, including escalations, installations, improvement programs, and upgrades. Experience in technical support and troubleshooting on Salesforce.

Developed high-performance Java applications integrated with AWS services like Lambda and RDS, improving responsiveness and scalability.

Hands-on experience in handling critical AWS resources like VPC, EC2, ECS, EBS, S3, RDS, Lambda, Dynamo DB

Perform performance health checks of applications and collaborate with client IT departments or DBAs to troubleshoot data and server issues.

Assisted external customers in resolving product problems within their environments and maintained familiarity with ITIL Service, Change, and Problem management processes.

Participated in and supported Continuous Improvement initiatives in the IT department and reported on additional services provided beyond SLA.

Worked closely with the Database team on proper backup and recovery plans, administration, documentation, migration activities, technical service requests, and report writing. Additionally, implement reports using PL/SQL clients and vendors while maintaining a weekly tracker summarizing active customer technical support issues and reviewing application logs.

Sr. Lead Consultant / Sr. Application Support Engineer June 2013 to July 2016

Infosys Corp – Houston, TX

Administer systems and implement security policies, standards, and procedures across multiple platforms and applications.

Manage patch management and application/system configuration, ensuring updates and configurations align with security protocols.

Work effectively under pressure to meet deadlines, maintaining a focus on detail-oriented tasks.

Conduct code migration in various Siebel environments and research innovative, automated approaches for system administration tasks.

Worked on various Splunk searching techniques like using time range, multi-field searching, pivot, exporting data, etc.

Familiarity with relational databases and SQL operations.

Provide technical support for hardware and software issues encountered by in-house users, including assistance with client-based computer operating systems.

Support systems daily, promptly addressing security and usability concerns, and ensuring timely resolution of Siebel Server-related trouble tickets within SLAs.

Conduct performance health checks of applications and review application logs to identify and resolve issues proactively.

Built Jenkins and CICD pipelines and integrated them for automated testing and deployment in AWS.

Installed and configured Microsoft IIS Web Server and Sun Java System Web Server planet.

Managed 1200+ users in Siebel production, including data backups, disaster recovery, and Information Security initiatives.

Utilize Unix commands to run monthly reports for agents and deliver high-quality work, adapting to new challenges as an individual or team member.

Update systems and processes for enhanced functionality and security issue resolution, providing Tier II support to clients on technical issue escalations.

Troubleshoot Siebel crash log files and collaborate with Tier III developer teams for minor code changes in monthly releases, logging and tracking defects for resolution.

Used JavaScript in user validation and suggestion lists and to display boxes.

Administer Windows Server and Windows Server IIS, maintain multiple repositories in dev and test Environment for various releases, and utilize PL/SQL for queries and reports for Line of Business teams.

Expertise in configuring and integrating cash recyclers with existing systems, ensuring seamless operation and accurate transaction handling.

Write and maintain Power shell scripts to monitor environment, automate daily tasks, and assist with customer needs.

Providing technical support to troubleshoot and resolve issues related to barcode scanning, connectivity, and data transfer.

Identifying and repairing common issues such as print head malfunctions, paper jams, and connectivity problems.

Production Service Lead May 2009 to April 2013

Bank of America – Dallas, TX

Monitored and troubleshot tickets using Remedy, resolving priority issues, applying Siebel upgrades and patches, and maintaining enterprise applications.

Collaborated with database teams to address production data failures, analyze business requirements, and provide accurate effort estimations.

Managed Siebel Servers and Components utilized Splunk for log analysis and visualization and oversaw Autosys batch file executions.

Generated weekly, monthly, and yearly claims reports while executing start-up/shut-down procedures for multi-server Siebel Enterprises.

Provided 24/7 production support, coordinated system infrastructure tasks, and performed user management through command scripts.

Supported production and non-production environments, addressing client requests and troubleshooting user-facing issues promptly.

Assisted with deployments, capacity planning, and testing projects while customizing Splunk dashboards and working with Siebel Open UI.

Took ownership of Sev1/Sev2 production issues, led root cause analysis meetings, and documented technical solutions for stakeholders.

Oversaw and maintained Development, Testing, Disaster Recovery, and Production environments, facilitating code promotions and migrations.

Applied patches, maintained server components, executed Siebel upgrades, and monitored environments to ensure optimal performance.

Documented and obtained signoffs for requirements, created users, performed password resets, and managed repositories across environments.

Developed and implemented automation processes, utilized Splunk for real-time monitoring and provided second and third-tier application support.

EDUCATION:

Bachelor of Science in Computer & Information Systems (CIS)

Cleveland State University, Cleveland, Ohio; Bachelor Degree in Computer Science

Contact this candidate