Software Engineer Support
Resume:
**************@*****.***
Manchester, CT *****
PROFESSIONAL SUMMARY
Solutions-driven Production Support Engineer with a strong track record in supporting Java, .NET, and cloud-based applications. Skilled in incident management, root cause analysis, and automation scripting. Proficient with tools like Splunk and Dynatrace to ensure uptime and performance. Known for fast problem- solving, effective cross-team collaboration, and a focus on reliability and user satisfaction. SKILLS
WORK HISTORY
Software Engineer – Production Support (Billing) Aug 2022 - Sep 2024 The Hartford Insurance Group Hartford, CT
Software Engineer – Application Support & UI Migration Feb 2019 - Aug 2022 Broadridge Financial New York, NY
DAVID GREENE
Monitoring & Troubleshooting:
Splunk, Dynatrace
• • Scripting & Automation: Python
• CI/CD & DevOps Tools: GitHub • Databases: Oracle, SQL, My SQL
• Ticketing & Documentation • SDLC, Agile
Supported enterprise .NET and Java applications across production and lower environments, including issue triage, resolution, and root cause identification
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Utilized Splunk and Dynatrace for proactive monitoring, identifying memory leaks, latency issues, and unhandled exceptions in real-time
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• Maintained stability and performance of Duck Creek SaaS Java-based insurance billing platform Created PowerShell and Python automation scripts to streamline operational tasks, improving response times and reducing manual efforts
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Acted as incident commander during high-severity events, ensuring quick service restoration and post- incident follow-up
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Collaborated with Dev, QA, and Cloud teams to ensure seamless deployment and transition from delivery to run (DTR)
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Contributed to reliability engineering efforts by enhancing observability through improved logging, metrics, and monitoring integration
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Led initiatives to containerize applications and support migration to cloud environments (OpenShift, AWS, Azure)
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Ensured IT compliance by addressing audit findings and maintaining accurate system documentation in CMDB and PlanIT
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Supported web application migration projects, modernizing legacy UIs using ReactJS, AngularJS, and HTML/CSS
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Senior Help Desk Technician (Executive Support) Jun 2015 - Sep 2018 Broadridge Financial New York, NY
Systems Administrator Jun 1998 - Jun 2013
The Darman Group Far Rockaway, NY
EDUCATION
Associate Degree: Digital Media and Communications Jun 2004 Katharine Gibbs School New York, NY
CERTIFICATIONS
• Diagnosed production issues and implemented front-end fixes in coordination with backend teams
• Delivered enhancements and bug fixes as part of Agile sprints and release cycles
• Documented technical solutions and ensured knowledge transfer within the team
• Leveraged GitHub for version control and participated in peer code reviews
• Engaged in full SDLC lifecycle in an Agile environment with tight deadlines
• Analyzed proposed technical solutions based on customer requirements. Delivered Tier 2 and Tier 3 support to executives and VIPs, managing end-user issues across hardware, software, and network systems
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Rebuilt and reconfigured computers, handled Active Directory requests, and provided BitLocker encryption support
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Managed Exchange user accounts, .PST/.OST troubleshooting, and provided support for MS Office and desktop imaging tools
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Acted as project lead in the deployment of new hardware systems, ensuring seamless integration into existing infrastructure.
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Conducted regular user training sessions, promoting self-sufficiency and reducing reliance on help desk services.
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Mentored junior help desk technicians, fostering a collaborative work environment and encouraging professional growth.
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• Managed and maintained Windows Server 2003-based infrastructure in a small business environment
• Supported peer-to-peer networks, configured file shares, user accounts, and group policies
• Maintained company website and provided hands-on hardware and software support
• Conducted migrations from Windows XP to Windows 7 and handled data transfers using USMT
• COMPTIA A+, Netcomm, 2008
• COMPTIA Network+, Netcomm, 2008
• SQL Database Administration, Learning Tree International, 2017
• Full Stack Web Development Bootcamp, Nucamp
DAVID GREENE
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