Support Engineer Software

Ronnie Arce

*** ***** **** **** ***. ***

Altamonte Springs, FL 32714

USA

Home Phone 305-***-****

Cell Phone 305-***-**** (primary contact)

Email ******.****@*****.***

SKILL SUMMARY

Multi-Cloud (AWS/Azure/GCP) IaaS, PaaS, SaaS

VPC, S3, Terraform, Docker, Kubernetes

ChatGPT/Open AI, Perplexity, Relevance AI, Llama

AI prompt writing, chain-prompt writing

Server 2019+, Load Balancers (Kemp, F5)

SSL, LDAP Application Integration

Veritas Net Backup/Backup Exec, Datto BCDR

Netapp NAS/SAN Administration, iSCSI, FC, NFS, CIFS

LAN/WAN (OSPF, STP, BGP, etc.)

WORK HISTORY

(Oct 2024 – Apr 2025 Contract) Teladoc Health - Infrastructure Support

Teams Support ticket system/Salesforce Cloud

SharePoint & Confluence documentation systems

MRN/medical record analysis

JIRA/DevOps collaboration

PHI stewardship/HIPAA compliance

CSV/raw file analysis

dBeaver SQL tool, New Relic log viewer

(Aug 2023 – Feb 2024 Contract) United Health - Application Support III

Rhapsody interoperability & API interaction

Optum patient portal support, HIPPA compliant environment

data investigation/analysis

Used Postman and Insomnia API query tools

Splunk, Service Now, Swagger UI tools

Touchworks medical record system

Improved processes as a OneNote document contributor

(Oct 2022 – Mar 2023) Medicus IT, Tech Support II

MSP serving the medical industry

Connect Wise Manage, IT Glue, EMR support (eCW/Nextgen)

Datto RMM, Datto BCDR devices

SSL, Domain renewals

Buffalo NAS

O365 Admin, Azure

Meraki, Lionguard, Auvik network monitoring/management

(Aug 2021 – Apr 2022 Contract) Vertex Inc - Application Support II

App Dynamics Health Monitoring (SaaS and Cloud)

External ERP Integration (LeaseWave, Oracle)

API/Connector integration (SAP, SIC, JD Edwards, Oracle R12)

SSL Integrations, LDAP Integrations

Web Services, Java/JVM Integrations

XML input/output analysis, log analysis

SOAP/REST (postman, soapUI)

(Dec 2017 – Jan 2020) Central Square Technologies, System Support II

Public Sector Financial Application (premise and cloud offerings)

Government Compliant Public Administration Software Suite

Multi-Server Application Server Administration.

Peripheral device support (printers/scanners), PCL5 control files

Workflow VBscripts, XML, SQL/SSMS

Troubleshoot IMAP/SMTP issues (Exchange, Office365)

SSL/HTTPS (certificate installation, web forms, server bindings)

IIS web services/configuration

Load Balancing (Kemp, F5)

Installs & hotfix updates utilizing tiered and orchestration scripts

(Nov 2016 - Sep 2017) Oracle Inc, Software Support Engineer

Opera PMS (Property Management System)

Remote Support via WebEx/Bomgar

Internal/External System Interface Support (IFC8)

Oracle SQL 10/11g queries/table maintenance

Oracle Opera 9 Cloud (cloud-hosted solution)

(May 2016 - Jun 2016 Contract) Advantage Rental - IT Support Technician

AD account management/creation (multi-domain)

Exchange mailbox creation/admin via EAC

Desktop/Server/Printer Support

Internal Systems Software Support

Network Monitoring/Support

New User Setup/MAC's

(July 2015- March 2016 Contract) Darden Inc - Network Support Technician

NCR POS Terminals/KDS/table management systems

Thermal Receipt Printers/J-tech pager systems

POS Ready for Windows

Proactive Net hardware/software monitoring

Statseeker Network Monitoring Tool

Verizon Business Frame/T1 support/Cradlepoint wireless backup

Juniper srx240 router, srx100 firewall, SE2200 switch support

SCCM/Hyper-V 2012 R2

HP Proliant Server Support/ILO Remote Management

MAGIC Incident Management System

(May 2015- June 2015) UnbreakableIT, Technical Support II

Managed IT Services

LabTech Remote Management

Windows Server Administration (03, 08, 2012)

Veeam Backup/Restore Maintenance/Administration

ConnectWise Ticketing/KB System

Sonicwall/Fortinet Configuration/Administration

End User & Network Support, Break/Fix, Software Support

ESXi 5.x/6, vSphere, Hyper-V installation/deployment

(Mar 2015-Apr 2015 Contract) Dept. Veteran Affairs - Security Analyst I

Network Security/Vulnerability Remediation

SCCM

NEWT (Nessus Enterprise Web Tool)

Convert Scan Results to Remediation Report

Minimum Baseline vs. Remediation Level Requirement

(Oct 2013-Dec 2014) Aspect Software, Technical Support Engineer

Prophecy and CXP media platform/software support

XML, ccXML, VXML, Java

Email/Live Chat Support

Wireshark/PCAP

SIP, VOIP

ASR, TTS, Nuance, Loquendo

Tomcat, Squid

Splunk

(Oct 2013-Oct 2013 Contract) DaVita Pharmacy/Vaco - Migration Technician

New Dell Optiplex 790/7010 setup & applications verified

Enterprise migration from XP to Win7

Utilized PXE NIC boot to provision images

Construct/Deploy portable small-form nurses stations

Maintain inventory and asset accountability

(Jun 2010-Feb 2013) NetApp, Technical Support Engineer

On-Track SMBR (single mailbox recovery)

vFiler, Vsphere, VSC, ESX, RDM/VMDK

SAN/NAS/FAS

SSH/SSL, RSH, Telnet

MPLS, OSPF, LACP, FSPF

NDMP/VSS/tape/VTL

deduplication (A-SIS)

Snapmirror/Snapvault, snapshot backups, OSSV

Snapmanager for Exchange/SQL (backup/restore/verification)

iSCSI, FC (copper/fiber), FCoE, NFS, CIFS

DFM, OnCommand System Mgr/Protection Mgr/Op Mgr

High Availability (HA/MPHA), SyncMirror, Raid-DP, plex

Ontap 7.x-8.0 7-Mode, 8.1/8.1.1/8.1.2 CMODE

EDUCATION

Diploma - Coral Gables Sr. High

CompTIA Network+ (COMP001020076584)

CompTIA Security+ (COMP001020076584)

CompTIA Cloud+, CCAP, CSCP (COMP001020076584 )

Dell DCSE Portables/Desktops (Tech ID# 493184)

Netapp NCDA (025*******)

CISSP, Certificate of Completion

https://app.thecloudbootcamp.com/certificates/ktenvlf5xp (cloud bootcamp)

*CompTIA Transcript*

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*NetApp Transcript*

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