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Customer Operations Engineer Resume Example

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CUSTOMER OPERATIONS ENGINEER
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
  • Tools: MATLAB, Multisim, Pspice, Solid Edge,Cisco Packet Tracer, MySQL, Oracle, Open Stack
  • Web Development: Dreamweaver, Coffee Cup HTML Software, Drupal 7
  • Networking: Routing ,Switching, Security ,TCP/IP, UDP, DHCP, DNS, RIP, OSPF, BGP, EIGRP, IPv4,v6
  • Containerization, Orchestration: Docker, Kubernetes
  • Cloud: AWS, GCP
  • Operating Systems: Windows,Linux,Unix
  • Security: Nessus, OpenVAS, Nexpose, Web Application Scanning tools, Metasploit, Wireshark, Netflow
  • Product Management,Quality Assurance, Technical writing,Customer Service expert, Linux Administration
  • CI/CD, Automation, Configuration Management: Jenkins, Chef, Puppet, Marionette Collective, Ansile, GIt/Github
  • Data Processing: CDSW, Crunch, Edge Flow Manager, Flink, Flume, Kafka, Mahout, MapReduce, Metron, 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
Work History
Customer Operations Engineer, 12/2019 to Current
Company Name – City, State
  • 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.
Support Engineer(Full-time), 06/2017 to Current
Company Name – 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.
Systems Developer-Graduate Assistant, 01/2016 to 05/2017
Company Name – 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
Master of Science: Telecommunications Engineering, 2017
University of Maryland - College Park - City, State

Concentration: Networks and Protocols , Data Structure and Algorithms, Software Defined Networking, Marketing Management, Organizational Behavior, Web Services , Linux Adminstration, Network Security

Relevant Academic Projects

Networking and Security

  • Security Tools for Information security: Host- and network-based security tasks relating to security, investigation, compliance verification and auditing using NMap, Metasploit , Nessus, OpenVAS, Nexpose, web application scanning tools.
  • SCHOLARLY PAPER -Network Function Virtualization on Cloud Platform : Authored concept of Virtualization and Cloud Computing in replacing the Middleboxes in Networks with more flexible and easily deployable VNF servers.
  • Load Balancing in Software Defined Networks using POX: Tech Stack: OS – Mininet (Linux); Controller – POX; Test tools – iperf, Wireshark; Protocol – OpenFlow. Utilized Python socket programs on clients and servers, to facilitate uplink file transfers for performance testing . Proved Least Load First as best technique by 25% and improved efficiency.

Web Services and ESB

  • Developed a RESTful web service to create a WADL to display details of a car from a given Database using Java Spring framework on Eclipse: -Used Java spring to implement serialized JSON object to call the RESTful service. 
  • Created a front-end shoe selling application using JMS to establish connection at the back end and retrieving the object from the lookup of a LDAP server.
Highlights
  • Skilled in innovating applications for Finance/Banking, Aviation, Retail, Marketing, Education, Pharma/Healthcare.
  • Background in EAI,Systems Development,ESB,Web services, Cloud, Automation, Virtualization 
  • Aiming to work on innovative/optimized Enterprise level business solutions to impact IT at global level.
  • Revenue influence: Boosted performance by 90% ($10 M profit) with Integration, analysis and support.
  • Teaching Assistant: Advanced Calculus Engineering Mathematics mentoring 180+ students in 2 semesters (August 2015 -January 2016).
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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Resume Overview

School Attended

  • University of Maryland - College Park

Job Titles Held:

  • Customer Operations Engineer
  • Support Engineer(Full-time)
  • Systems Developer-Graduate Assistant

Degrees

  • Master of Science : Telecommunications Engineering , 2017

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