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senior support architect resume example with 20+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • Home: (555) 432-1000
  • Cell:
  • resumesample@example.com
  • :
Career Overview
Ability to multi-task and juggle multiple projects and shifting priorities *The ability to manage work in an independent and self-directed manner *Proven track record of success in leading teams, managing projects and delivering business results *Capable of designing, implementing, administering and troubleshooting complex data networks and associated network components
Qualifications
  • Languages used - C, C++, Perl scripts, Linux scripting
  • Protocols used - TCP/IP, SIP, SMTP, IMAP, POP3, MAPI, SNMP
  • Databases used - SQL and LDAP
  • Tools used - Clearquest and Forge C, C++, Perl scripts, Linux scripting
  • Protocols used - TCP/IP, SIP, SMTP, IMAP, POP3, MAPI, SNMP
  • Databases used - SQL and LDAP
  • Tools used - Clearquest and Forge
  • Excel Energy Denver, Colorado
Technical Skills
Accomplishments
Work Experience
Senior Support Architect, 01/2015 to 01/2017
Avaya IncCity, STATE,
  • Responsible for maintaining technical relationship needed to manage Executive Critical outages at customer sites manage and maintain Executive level Technical communication with the customer and develop long term customer strategies.
  • Utilize a holistic approach and study and learn the customers' business strategy and overall system architecture.
  • Aide in the architecture of overall network to eliminate system outages to lessen the impact to the customers overall business.
  • Work effectively across Avaya business units to ensure customers business technical needs are built into Avaya product solutions.
  • Develop best practice support procedures for customers based on business strategies.
  • Proactively mentor and teach Avaya technical employees new technologies.
  • Operating system skills - Redhat Linux, VMWare, Windows Server 2003 and 2012.
  • Languages used - C, C++, Perl scripts, Linux scripting.
  • Protocols used - TCP/IP, SIP, SMTP, IMAP, POP3, MAPI, SNMP.
  • Databases used - SQL and LDAP.
  • Tools used - Clearquest and Forge.
Senior Technical Consultant Engineer, 01/2010 to 01/2015
Avaya IncCity, STATE,
  • Job function was working customer escalations that directly went to the CEO of Avaya on any Avaya product.
  • Responsibilities include quickly identifying product problems and committing to a quick resolution.
  • Resolution includes teaming with Product management teams and development teams to ensure the code fix is done promptly and efficiently according to the needs of the customer.
  • Necessary skills include the technical knowledge and expertise to troubleshoot all of the Avaya product lines and the ability to communicate technical information to customer in a highly charged situation.
  • Ability to work across business units to solve product problem in a highly efficient manner without sacrificing software quality.
  • Duties included in this position include-project management of customer installation and upgrades, customizing code changes to meet customer needs and in some cases, customer network redesign to enhance telecommunication needs.
  • Commendations include Ovation award for superior customer technical support in solving multiple critical system outages.
  • Operating system skills - Redhat Linux, VMWare, Windows Server 2003 and 2012.
  • Languages used - C, C++, Perl scripts, Linux scripting.
  • Protocols used - TCP/IP, SIP, SMTP, IMAP, POP3, MAPI, SNMP.
  • Databases used - SQL and LDAP.
  • Tools used - Clearquest and Forge.
Senior Tier 4 Engineer, 01/1995 to 01/2010
Avaya IncCity, STATE,
  • Tier 4 support is the highest level of support within the Avaya development structure.
  • Problems at customer sites that cannot be resolved by the Avaya Services organization are escalated to Tier 4.
  • Responsibilities included debugging problem, locating bug in code and then working with development to fix code bug and deliver the code fix to the customer base.
  • Technical lead in the following areas: Ethernet, VOIP protocols, TCP/IP protocols, security expert on Windows and Linux OS.
  • Other duties included training new technology to Avaya Services support teams and field technicians.
  • Commended for creating new process for installation and upgrade of Avaya messaging product line, architectural design of SMTP delivery mechanism for messaging products, documenting security guidelines for Avaya messaging product line.
  • Rewarded for Customer service excellence award.
  • Operating system skills - Redhat Linux, Windows Server 2003 and 2012.
Education and Training
B.S: Computer Information Systems, Expected in 1986 to Regis University - Denver, Colorado
GPA:
Computer Information Systems
B.S: Business, Expected in to - ,
GPA:
Business 3.5
Certifications
Design Engineer/Team Lead *Designed, troubleshoot and maintained the corporate Metropolitan Area Network for Excel Energy. *Delta Airlines Englewood, Colorado System Design Engineer/Systems Network Engineer *Design new system specifications for Delta Airlines back-office accounting systems. Accreditation's Certified Cisco Internet Engineer, Certified Novell Engineer, Certified Microsoft Engineer.,
Skills
accounting systems, approach, architectural design, Avaya, business strategy, business strategies, C, C++, Certified Novell Engineer, Cisco, Customer service, Databases, database, debugging, delivery, Engineer, Ethernet, Firewalls, HTTP, hubs, Internet Mail, LAN, LDAP, Team Lead, Linux, Linux OS, MAPI, mentor, messaging, back-office, Excel, Windows, Network Engineer, Network, Networks, OS, Operating system, Perl, POP3, Product management, project management, Protocols, quality, quick, Redhat Linux, routers, SSH, scripting, scripts, SMTP, SNMP, SQL, SSL, switches, System Design, system architecture, TCP/IP, technical support, telecommunication, test equipment, Translation, troubleshoot, troubleshooting, UNIX, upgrades, upgrade, VOIP, WAN Design, WAN, Windows Server
Additional Information
  • Awards received 2 Trailblazer Awards for excellence in customer service, Summit 2000 Award for PBX to LAN integration, Enterprise Messaging Peer Recognition Award, Customer Ovation award

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Resume Overview

School Attended

  • Regis University

Job Titles Held:

  • Senior Support Architect
  • Senior Technical Consultant Engineer
  • Senior Tier 4 Engineer

Degrees

  • B.S
  • B.S

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