Technical Support Engineer
Resume:
Doug Le
Senior Technical Support Engineer / Analyst
CAREER OBJECTIVE
Technical Support Engineer for 25+ years. Experiences in debugging, designing, and testing enterprise software for mobile, networking, and security software. Background includes customer integration and satisfaction, with domestic and international customers. Worked well in both individual and team environments, in small or large enterprise companies
PROFESSIONAL EXPERIENCE
Feb 2024 – Dec 2024 SIRI InfoSolutions contractor for 7-11
Support Analyst for Dispenser Experience (DEX) product
●Hypercare Escalations: Efficiently handle day-to-day Hypercare escalations, ensuring timely resolution and minimizing impact on operations.
●Triage in Logz/Newrelic: Utilize tools like logz and Newrelic triage to perform basic triage, drawing conclusions from data and logs to troubleshoot and resolve issues.
●Collaboration: Work closely with L2 Helpdesk and other cross-functional teams to escalate and resolve complex issues that require higher-level expertise.
Jan 2023 – Feb 2024 ATSoft, Inc.
Customer Support
●Part-time technical support for family-owned business dealing with Point-of-Sales (POS) system.
●Install \ Upgrade \ Configure software
●Hardware diagnostic & repair
●Backup & Recovery of SQL DB crashes
April 2014 – Sept 2022 Micro Focus (acquired HPE Software)
Senior Technical Support Engineer
●Support enterprise software products for Network management, Load Testing/Automation, and Cyber-security
●Managed network devices such as firewalls & gateways (Cisco, Palo Alto Networks, Juniper, etc)
●Debug browser issues dealing with HTTP/HTTPS, Certificate security, Web API, Web Servers (eg, APACHE)
●Help customers with issues in installation, upgrading, patching, by debugging through logs and editing scripts (SQL, shell, etc)
June 2010 – April 2014 Shunra Software (acquired by HP Enterprise)
Technical Support Engineer
●Support network virtualization software (Shunra Network Virtualization) and hardware
●Help customers with issues in installation, upgrading, patching, debugging through logs and editing scripts (SQL, shell, etc)
●Build, configure, provision hardware network servers (Shunra Network Appliance)
Sept 2007–Dec 2008 Tango Networks
Support Engineer
●Supported Abrazo Mobilizer and Accelerator products
●Customer-facing product trials with Bell Canada customers
●Developed test scripts (SQL, shell, Python) for product life cycle.
June 1995–June 2006 Nortel Networks
Technical Support Patching & Features
●Debug and patch bugs for MTX / CDMA Cellular switches
●Developed features and enhancements based on customers’ requests on Cellular Switches.
*******@*****.***
linkedin.com/in/doug-le-a676165/
EDUCATION
May 1995
Tulane University,
New Orleans, LA
Bachelor of Science - Computer Engineering
Technical Summary
Networking Protocols:
TCP/IP, BGP, ISUP, ANSI, SIP, VoIP, HTTP/HTTPS
Computer Languages:
Fortran, Pascal, Assembly, PROTEL, C, C++, C#, Java, SQL, Python, Perl
Troubleshooting / Debugging
Installation / Upgrade
Scripting
Database / SQL
Windows / Linux
Microsoft Office 365
Web Servers / Apache / APIs
Security Certificates
Salesforce / JIRA
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