Customer Operations Engineer resume example with 5+ years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK Home: (555) 432-1000 - Cell: - resumesample@example.com - -
Professional Summary
A result-oriented Support Engineer successful at using judgment and advanced technical acumen to make positive impact on Enterprise Data Cloud and Big data processing technology. Forward-thinking and resourceful professional with diligent and disciplined approach.
Well versed in application integration, system development methodology, project management, system architecture and analytical/problem solving skills. Highly skilled in root cause analysis and quality control with a passion for driving company's mission and values.
Skills
Programming Languages: C,Java,Python, HTML5.0, CSS, JavaScript, XML, Spring
Provide Operational support to customers who build distributed systems and use Data Processing tools like CDSW, Crunch, Edge Flow Manager, Flink, Flume, Kafka, MapReduce, MiNiFi, NiFi, NiFi CA Service, NiFi Registry, Schema Registry, Search, Solr (Infra), Solr, Search (HDP), Spark, Storm, Stream Messaging Manager, Streaming Analytics Manager, Streams Replication Manager, YARN.
Triage, diagnose and escalate customer inquiries when applicable during their engineering and operations efforts. Collaborate and share solutions with both customers and Clouderans.
Coordinate enhancement and feature requests with product management and Cloudera engineering. Participate in occasional weekend on-call roster for critical support needs.
Participate in the queue management and coordination process by owning customer escalations, managing the unassigned queue and assigning cases to COEs.
06/2017 to Current
Support Engineer(Full-time)TIBCO Software Inc. – City, STATE,
Technical:
Provide technical support to customers who have built complex and heterogeneous applications using TIBCOBusinessWorks / BusinessWorks Container Edition and TIBCO Cloud Integration.
Staging the customer's issue in support lab using customer’s project for developing Web services(REST,SOAP), running scripts for CI/CD using Jenkins, Chef and deploying Enterprise solutions on Cloud offerings by AWS.
Troubleshooting towards installation/upgrades/migration , product configuration, user authentication/ authorization (LDAP, Kerberos, HTTPS/SSL, Encryption, Firewalls), programming/scripting aspects (Python, Java), containerization and reviewing heap/ thread dumps.
Log defects / enhancements for any product issues in security vulnerability, code usage, application development, integration algorithm including EMS, RV, DB's etc.
Customized, developed and tested new product offerings on SaaS, PaaS and IaaS technologies prior to release to assist development team in bug identification.
Management:
Actively participate in departmental initiatives / projects / tool development which improves support team’s productivity and customer experience / satisfaction. Cross-functional team player between non-technical users, technical developers, QA and Product Management.
Contribute to Support knowledge base by authoringarticles/ technical documentation.
Received highest customer survey scores and retained existing clients while developing new escalated accounts in overseeing projects from concept to completion.
01/2016 to 05/2017
Systems Developer-Graduate AssistantOffice Of The Comptroller-University Of Maryland – City, STATE,
Graduate Assistant at the Office of the Comptrollerdeveloping Financial Web based applications for Kuali Financial Services.
Selected as the only student Graduate Assistantawarded the opportunity to pursue Summer Internship as a Systems Developer.
Bug Fixation and Code Enhancements based on QA team requirements on Testing. Developed Help Screens for users and it has made using the KFS features usability increase by 45%.
Developed more than 20 Maintenance documents for SCR by creating database and liquibase scripts for production control at KFS. Developed Java applications for all the KFS foundation.
Developed Web based Interactive Applications for KFS users.
Education
Expected in 2017
Master of Science: Telecommunications Engineering University of Maryland - College Park - College Park, MD GPA:
Concentration: Networks and Protocols , Data Structure and Algorithms, Software Defined Networking, Marketing Management, Organizational Behavior, Web Services , Linux Adminstration, Network Security
Affiliations
Member of SASE-Society of Asian Scientists and Engineer.
Led a team in presenting Woman Safety Gadget at the Texas Innovation and Design Challenge.
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