Support Specialist Technical

Abdelnasser Ammuri

Austin, TX *******@******.**.*** 512-***-****

Sr. Application / Technical Support Specialist

Experienced and talented professional with multi years of experience, supporting applications software, systems, products, databases, networking, Pc’s, customers, etc. I am seeking a challenging position to utilize my strong analytical and problem-solving skills, strong communications skills, highly motivated and energized, adaptable to fast and robust environments with very high productivity, team player or work independently.

Technical Skills

Warehouse Execution System (WES), Warehouse Control System (WCS), PLC, Electrical Drawings, Cloud Platform Services, Alooma ETL, Elastifile(Cloud Storage), Chronicle, Appsheet, Quest Analytics, Linux (Centos, Ubuntu, Red Hat), Unix, SQL, PL/SQL, Microsoft SQL Server Management Studio Express (SSMSE) (2005, 2008, 2012), MYSQL WORKBENCH, DBVISUALIZER, TOAD, MS SQL Server, MYSQL, Oracle, DB2, Access, CRM applications (Salesforce, Jira, Seibel, Clarify, Remedy, Bars, Cap, Magic), HTML, Networking, DSL, OSI, TCP/IP, Sub-netting, Wi-Fi, UDP, DNS, DHCP, LAN/WAN, Wireless, Switches, Routers. Exchange Administration (2007, 2010), PowerShell, Outlook (2003, 2007, 2010..2024), Active Directory, ADSI Edit, MFCMapi, OWA, SMTP, POP3, IMAP, ActiveSync, BlackBerry Enterprise Server (BES), IIS, Mobility Devices (Smart Phones, Tablets, iPad, etc), Windows (XP, Vista, 7, 8), Installations, System Updates, Active directory and User Administration, PC Reimaging, Backup and restoration, PC Encryption, PC Diagnostics and repairs, VMware, VPN, Remote Access, Agile PLM/PDM, JD Edwards One world, Baan, Metaphase, MS office (Excel, access, word, PowerPoint, etc).

Professional Experience

Fortna Inc., Austin, TX Aug 2021 – 2025

Sr. Technical Support Specialist

Managed & provided a high-quality technical support to Fortna's Clients with high level of satisfaction.

Managed & supported Fortna's system functionality including Software, Electrical, Control, logs, Databases, configurations, FortnaPlus, FRC, Twin Cat, IIS, backups, system changes, etc.

Managed & supported client's problematic issues related to Conveyors system, Motors, Encoders, Belts, Solenoids, Sensors, Scanners, Printers, Sortation & Diverts, Print & Apply, Communications, Network Connectivity, electrical, system enhancement, system glitches, etc.

Managed & supported all clients reported issues based on their priorities by Troubleshoot, diagnose, identify, Root Causes and resolve clients’ problems, with clear full communication from start until resolution.

Managed and supported junior analysts with guidance and support on how to improve their technical skills and analytical abilities.

Tools: Linux, Unix, PLC, Electrical Drawings, Oracle, MySQL, SQL, QNX, Networking, Salesforce, Jira, ServiceNow, BeyondTrust, VMware vSphere, VPN, RDP, WinSCP, FileZilla, Warehouse Execution System (WES), Warehouse Control System (WCS), ASRS (Automated Storage and Retrieval System).

EPAM Systems, Austin, TX Oct 2019 – July 2021

Sr. Application Support Specialist

Multi GCP Applications (Cloud Platform Services) Support, Analysis & Troubleshooting, Live monitoring & active engagement, Problem Management and escalation Process.

Alooma Cloud-Based ETL (Data Pipeline), Elastifile Cloud File System Storage Service (Cloud Storage), Chronicle Cyber Security Analytics, Appsheet Platform for building apps and business automation.

Tools: Alooma ETL, Elastifile (Cloud Storage), Chronicle Cyber Security, AppSheet Automation, Cloud services, Kubernetes, ipython, Jupyter notebooks, Zendesk, Salesforce, Freshdesk, Speakeasy, API, SQL, Linux/Unix, Meet, Chat, etc.

Atune Software Inc, Jonestown, TX July 2018 – July 2019

Sr. Technical Software Support Specialist

Provided support to Lab Animal Management Software (SAAS), including but not limited to IACUC (Animal Use Protocols), IRB (Human Subjects), IBC (Biosafety), and COI (Conflict of Interest).

Analyzed, researched, and provided resolutions to all clients/customers problematic, enhancements and glitches/bugs issues.

Created/Updated customers Demo/prod/test/dev environments, including, setup, installation, maintenance, troubleshooting, backups, etc.

Tools: Win server 16, Oracle DB, AWS, Tick@lab, RDP, VPN, etc.

CENPATICO NATIONAL, Austin, TX Mar 2015 – July 2018

Business Analyst II

Support network operations, including but not limited to products, markets, geo and ad hoc reports, training, data analysis, data cleansing, etc.

Provide and generate analytical reports for senior management, compliance and other stakeholders.

Create and generate full network files, geo analytical reports and ad hoc reports for all products/markets including Medicaid, Chip, Foster Care, Healthy Kids, Medicare, Ambetter, etc.

Generate and produce weekly, monthly and quarterly analytical reports and monitor data trends to identify and communicate risks and other factors to management to proactively initiate and apply corrective action.

Extract and scrub data for errors and provide reconciliation analysis.

Upload and update all generated reports on SharePoint website for shareholder’s access.

Completed worked scrub and reject spreadsheets and reviewed trends and ensured encounter requirements were met and correct encounter action taken was effective (resubmissions accepted, etc.).

Reviewed state website for bulletins and project-related information.

Updated state requirements in the Encounter Internal Guide document (EIG) quarterly at a minimum and any time changes occurred in the process.

Updated issues log on Shared drive. Included root cause and plans that executed/did not execute.

Subject Matter Expert for all assigned states and provided analysis of all findings.

Tools: AMISYS, VISTAR, PORTICO, MICROSTRATEGY, CRM, Excel (Advance) etc.

3M, Austin, TX Oct 2012 – Mar 2015

Application Support Analyst III

Supported 3M Management Toll Systems, Back Office System Software (BOSS) for DOT-TX Tag.

Investigated all issues related to system alerts, failures, glitches, and clients’ problematic issues.

Investigated issues related to transaction files, tasks, data base, connectivity, tags, violations, images, plates, invoices, notices, statements, letters, notifications, dispositions, collections, account types, system processes, reports, interfaces.

Tested and validated system operations following system maintenances.

Tools utilized, including but not limited to, Linux (Red Hat), DB2, DB Visualizer, Toad, MYSQL Workbench, Putty, and WinSCP.

ADVANCED MICRO DEVICES, Austin, TX July 2011 – Oct 2012

Online Technical Support Specialist

Provided support to Window, Unix/Linux users environment.

Performed hardware and software upgrades, installation and configuration of computer systems.

Applied effective and advanced diagnostic techniques to identify problems, investigate root cause and provide solutions.

All problems were handled according to Service Level Agreements (SLA).

Provided exceptional customer service, communication skills; conveyed answers with competence to end user.

Updated client on issues from the time problem was reported until final resolution.

Supported desktop/laptop staging and deployment, Ghost, Systems reimage, Diagnostic and Repairs, Bios, RAM, HDD, Motherboard and CPU, Monitors display and resolution setup, LAN (wired, wireless), Active Directory Domain, user accounts management, DNS, IP Networking, Share Drives and Mapping, Viruses and spywares detection and cleanups, backup and restoration, Remote Access, VPN with SecurID, Microsoft office including MS Outlook, OWA, Archiving, Blackberries, HDD Software encryption, Cisco VoIP phones setup.

Tools: Win XP, Win Vista, Win 7, Linux, Symantec Endpoint Protection, Cisco VPN, RSA SecurID, Networking, LAN, Wireless, System updates, Active Directory server 2003, 2008, Microsoft Office 2003, 2010, MS outlook 2003, 2007, 2010, MS Visio, MS Project, Live Meeting, Enterprise Vault, Sophos and Bitlocker Software Encryptions.

DELL INC, Austin, TX Nov 2006 – Jul 2011

Application Support Specialist (Agile PLM Administrator)

Provided support in Agile PLM ver. 9.0 to 5000 agile users in fast-paced environment.

Created, modified and updated all issues related to user accounts, external suppliers accounts, user groups, attribute fields, roles, privileges, criteria libraries, workflows, auto numbering files, lists, character sets, Engineering Change Order ECO, Manufacturing Change Orders MCO, ECR, deviations, items (parts, documents), BOMs, attachments, import, export, reports, searches, password and accounts lock up resets, workflows.

As Agile SME, supported all users using Agile Java Client, web problematic, enhancements and how-to issues.

Supported Agile System including maintenance, product testing and integrations.

Reported troubling issues through ticketing system (Remedy), emails, phone and pager.

Tools: Agile PLM Ver. 9.0, Documentum, Remedy, XML, Gloria, and Citrix.

Education

Bachelor of Science, Computer Science, Southern University, Baton Rouge, LA

Certification

Microsoft Certified Desktop Support Technician (MCDST)

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