lead software solutions escalation engineer resume example with 10+ years of experience

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Profile Summary An ITIL certified technocrat leader with master’s degree; holding over 15 years of dynamic experience in delivering and managing mission-critical software solutions for enterprise application monitoring and performance. Possess sound expertise in end-to-end program/ project management and strategic planning for realization of business benefits through analytics and dashboarding. Expertise in designing and implementing cutting edge technology solutions aligned with the business requirements. Core Competencies Professional Milestone Application and Performance monitoring System Analysis Log Analytics Automation Engineering Cloud Computing Network Analysis Application Development ITIL Lifecycle Software solutions KPI and Metrics Reporting Transformation & Innovation Reliability Engineering Training, Coaching & Mentoring People and Technology Management Presentation Customer Escalation management Vendor Management Manager, Enterprise Monitoring, Performance & Analytics Freddie Mac, Reston, VA August 2015 – Present Key Deliverables: Spearheading teams to direct and drive Enterprise wide Application Performance monitoring, log analytics and cloud monitoring to help with reliability, resiliency and operations of business applications and services. Managing the complete business cycle of monitoring software/solutions including need assessment, analyzing requirements, preparing IT Blueprint, , and delivering quality technical/business solutions. Setting and developing the monitoring standards and governance models to build the Monitoring as a Service model for the organization. Leading the future road map and strategy for monitoring & performance software/services on cloud by engaging with business, application and IT team. Successfully driving design, engineering, implementation and operational aspects of all monitoring software to meet the enterprise monitoring needs. Direct automation of numerous daily redundant workflows like reconciliation, discovery of devices, implementing monitoring rules, generating daily reports, creating automated Incident tickets and automatic remediation of issues. Instrumental in facilitating real time visibility of application and infrastructure health for management, application and Infrastructure teams by spearheading design and software development life cycle of a custom application monitoring portal. Holds distinction of enhancing monitoring of 140+ critical applications within the organization which helped in pro-active detection of issues with the applications & services, prevent larger impacts and reduce time to repair in case of outages. Partner with 24x7 monitoring operation center, Incident Management and Problem Management teams to complete the end to end cycle of problem detection and resolution. Supervise 24x7 coverage as Duty manager of shared services tools teams that includes monitoring, scheduling, automation, service management and business reporting tools. Awarded “Above and Beyond” award from the division VP for result driven leadership and excellent contribution in enhancing monitoring services for the Business and the Enterprise. , ITIL Senior IT Management Professional - Software Solutions, Enterprise Monitoring & Performance
  • Guest services
  • Inventory control procedures
  • Merchandising expertise
  • Loss prevention
  • Cash register operations
  • Product promotions
Education and Training
SUNY Institute of Technology , New York Expected in Master of Science : Telecommunications Management - GPA :
University of Mumbai Bombay, Expected in Bachelor of Engineering : Electronics & Telecommunications - GPA :
Deloitte - Lead Software Solutions & Escalation Engineer
Arlington, OH, 02/2009 - 07/2015
  • Provided expertise to various Government clients, Service providers and Enterprise clients to make important IT decisions and ROI analysis of their LAN, WAN and application infrastructure using Riverbed APM and NPM suites of software which led to improved sales and support services.
  • Led critical accounts and provided support for entire life cycle of Riverbed product solutioning and implementation success and helped the clients realize the potential of software solutions to add business value.
  • Made vital contribution in receiving certification from J.D.
  • Power and TSIA for excellence in Global Customer Service and Support by leading a team of escalation engineers.
  • Part of a team which delivered the best quarter in company’s history in terms of generating revenue from product updates and support.
Coretelligent, Llc - Sr. Network Engineer
Stamford, CT, 10/2007 - 01/2009
  • Managed Full life-cycle management (define, design, develop, deploy) for various projects relating to the upgrade and ongoing maintenance of the corporate data network infrastructure including 40 remote office locations.
  • Accomplished full life cycle implementation of various network monitoring, management and optimization software’s like Solarwinds Orion, CISCO NAC and Bluecoat to optimize the existing network and make it more reliable.
  • Contributed in reducing the network maintenance cost by implementing cost-effective network solutions.
  • Accelerated data transfer over the corporate network between various offices by evaluating Cisco WAAS and Bluecoat and designing, configuring and deploying Bluecoat SG devices for WAN Optimization.
Dish Network Corporation - Escalation Engineer
Knoxville, TN, 05/2005 - 10/2007
  • Carried out network analysis, application analysis, and capacity planning on Enterprise and Service Providers network using OPNET software solution.
  • Troubleshot networks at layer 2, layer 3 and layer 4 of the TCP/IP protocol stack in a simulated environment and utilized OPNET tools performed analysis of protocols like TCP/ IP, VOIP, OSPF, BGP, Ethernet, Wireless LANs.
  • Appointed to the role of a shift Captain within a year of joining and played a crucial role in key sales wins by assisting clients with network analysis and network optimization techniques.
DBNet Systems, Inc, Bank Of America/Fleet - Network Engineer
City, STATE, 07/2004 - 01/2005
  • Made significant contribution in driving the technology merger of around 1500 bank branches software and hardware.
  • Part of a team that performed successful upgrade and migration of network, systems, OS, and applications in around 1500 bank branches during the Fleet to Bank of America transition process.

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Resume Overview

School Attended

  • SUNY Institute of Technology
  • University of Mumbai

Job Titles Held:

  • Lead Software Solutions & Escalation Engineer
  • Sr. Network Engineer
  • Escalation Engineer
  • Network Engineer


  • Master of Science
  • Bachelor of Engineering

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