Application Support Team Leader

MATTHEW SCHMIDT

Implementation Engineer/Application Support

Cumming, GA (Atlanta Metro Area) ************@***.*** 404-***-**** linkedin.com/in/matthew-schmidt-1z/

Reliable and results-driven engineering professional with 30+ years of experience as Sr. Integration Engineer, Analyst, and Application Support. Strategic planner and team leader skilled in problem solving, testing and communication. Proven ability to contribute to project team at all points in systems development life cycle. Passionate for, and successful in, partnering with customers to provide excellent support with on-time responses and communication throughout the entire product cycle by studying, understanding and resolving various diverse customer needs. Comprehensive experience in technology development and implementation. Multifaceted coordinator adept at quickly adapting to dynamic environments by leveraging skills in systems design, software engineering, and network management to effective solutions. Thorough analyst with strong focus on collaborative problem-solving and delivering impactful results.

Core Competencies

Employee, User & Customer Communications Problem Solving Project Management Telecommunications Network Design Software Implementation Oracle Database Customer Support IT Integration Risk Mitigation Linux/Unix Scripting Technical & Application Troubleshooting Customer Application Support System Testing & Validation Defect Resolution Team Building & Leadership Strategic Planning Agile Methodologies

Technical Tools

VoIP Python Oracle SQL JIRA Linux/Unix SAP-ERP AWS GitHub

Professional Experience

Amdocs/Teoco/TTI – Alpharetta, GA Nov 2006 – Mar 2025

Implementation Technology Engineer/Application Support Jun 2023 – Mar 2025

Professional Services Engineer (TEOCO) – Atlanta, GA (Hybrid) Nov 2006 – Jun 2023

Resolved customer Unix server file system overload by employing monitoring tools to identify and resolve system issues, resulting in optimal performance of enterprise applications and no more critical alerts/emails or system shutdowns.

Created 30+ automation rules for Machine Learning Root Cause Analysis (MLRCA) tool, providing real-time feedback with color and display effects to highlight potential future issues for customers.

Satisfied customers in the ICE project by completing Monitoring tool installation with accuracy and efficiency.

Allied with team of 8 on project to upgrade Bell to the latest Fault Management system; provided advanced application support, analyzing user issues and delivering effective solutions in high-pressure environments.

Optimized performance of enterprise applications by employing monitoring tools to identify and resolve system issues; facilitated communication between users and technical teams by translating technical jargon into user-friendly terms.

Conducted training sessions for internal staff and clients on application functionalities, ensuring proficient use of technology and boosting productivity.

Developed and implemented preventive maintenance strategies for application systems, reducing downtime and improving overall user satisfaction.

Utilized advanced troubleshooting skills to deliver timely support for enterprise applications, enhancing user satisfaction and operational efficiency; performed preventive maintenance on network system, maintaining average uptime of 99%.

Accenture – Atlanta, GA

Senior Product Support Specialist

Enhanced product performance by conducting in-depth troubleshooting and resolving complex issues for customers.

Collaborated with development teams on product stability and performance, identifying areas for improvement in application functionality.

Conducted system testing and validation to yield seamless product deployments and meet client specifications; ensured seamless transitions during major system upgrades by guiding and assisting throughout implementation process.

Liaised between teams and end-users to gather feedback that drove product enhancements and met user needs; built training materials tailored to individual client needs, boosting user confidence in utilizing products effectively.

Improved customer satisfaction by effectively collaborating with development teams to ensure product stability and performance, resulting in successful installation of new products that met all customer requirements.

Minimized system defects through creation and management of automated testing procedures and presentation of Systems Test plan and analysis to customer, resulting in successful upgrades and improved application performance.

Served as Administrator of IBM Websphere, Veritas Cluster Server, Actuate Supported vendors in configuration and management of enterprise applications, ensuring alignment with business needs and organizational standards.

Contributed to interdepartmental meetings as representative of Product Support function, offering insights based on real experiences; provided input on product design from support perspective, yielding user-friendly features in new releases.

Junior Achievement – Sandy Springs, GA

Quality Assurance Tester

Planned and coordinated E2E QA testing; created detailed test plans and documentation to outline testing methodologies, test cases, and results for various application releases.

Developed and maintained automated test scripts to enhance testing efficiency and coverage for web applications.

Allied with developers to identify and resolve defects during software development lifecycle, improving product quality.

Additional Experience

Systems Integrator AT&T/Howard – Alpharetta, GA

Integrated systems by migrating data from Sybase DB to Oracle DB on Unix Solaris, yielding seamless transition and minimal downtime. Built/led automated integration tests to validate functionality of interlinked systems across various platforms.

Programmer/Systems Analyst AT&T – Alpharetta, GA

Allied with cross-functional teams to gather needs and design scalable solutions for web application enhancements. Gave technical support and troubleshooting for end-users to resolve issues with application functionality and performance. Led software testing and debugging procedures to ensure optimal functionality and user experience in web-based applications.

Education

BS, Computer Science West Virginia University – Morgantown, WV

Awards

Multiple Customer Satisfaction Awards from past customers

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