Sr. Software Engineer Resume Example

Performed management of technical troubleshooting and highly complex diagnosis for the US Customs and Border Protections Websphere application components.

• Analyzed user-related issues, behavioral trends, and the impact of system-related issues within the production environment to support a continuous process improvement model, ensure a positive end-user experience with the application, and support the maintenance of an optimal level of system availability.
• Supported the integration of Tier 2 & Tier 3 support organizations to ensure an optimal level of production support and system availability. This included knowledge sharing across all levels of the organization.
• Mined for, translate, and synthesize data from the field and trade in the form of trouble tickets and other user reports regarding system and user-related issues.
• Supported new development efforts by providing subject matter expertise to Integrated Process Team. Ensured that proposed changes to the production environment provide optimal usability and compatibility, and fit the operational needs of end users.
• Analyzed system logs and file systems to determine the system response time and recommended techniques for improvement.
• Designed, documented and executed maintenance procedures, including system upgrades, patch management and system backups.

Worked on Production Support team to maintain J2EE application code and environments for major financial applications (Project Enterprise) on Sun Solaris 9. Provided 24/7 production support to internal and external customers.

• Provided technical solutions for business areas.
• Developed minor enhancements of environments, operating systems and middleware products
• Acted as liaison between Information Systems Services, Project Enterprise technical support groups and business areas regarding technical issues and resolutions.
• Using Lotus Script, HTML, Access, UNIX and other programs to create solutions for business problems.
• Ensured standard production processes, including appropriate SOX checkpoints and documentation, are followed
• Monitored and tuned Weblogic application servers performance
• Analyzed and tested applications for implementation to the production environment.
• Developed several UNIX scripts (Kornshell, Perl) from scratch to automate many daily tasks and systems maintenance on the weekends. These time-saving scripts dramatically cutting time required for specific technical activities and enormously increasing productivity.
• Performed system monitoring checks of critical systems, services, and applications - repaired and reported problems as required.
• Performed system maintenance utilities on a daily basis.
• Troubleshooted and resolved web application issues escalated from customer support and other departments with a 100% success rate.

Performed server management for all Freddie Mac Novell & NT servers: Developed procedures to identify all software installed on Freddie Mac Netware and NT servers.

• Developed procedures to identify all software installed on Freddie Mac Netware and NT servers.
• Used Asset Insight to run software reports of all Novell & NT servers
• Used Secure Console to identify software versions and vendors
• Worked with and coordinate activities with software's owners to gather licensing information
• Performed Support Pack Upgrade rollout.
• Configured NDPS print servers
• Installed software on servers

• Built from the ground up an independent WISP (Wireless Internet Service Provider).
• Setup Microsoft 2000 servers enabling Active Directory for customer management.
• Maintained the network with load balancing and setup wireless bridges among clients.

Managed Ethernet conversion team. My responsibility includes:

• Managed a team of more than ten associates.
• Prepared and presented technical proposals for clients.
• Developed procedures to migrate the network from Token Ring to Ethernet.
• Trained and managed team members of Ethernet migration.
• Worked with other ISS groups to coordinate the migration activities.
• Setup and configured of multiple concurrent customer testing requirements.
• Identified and recommended technology solutions to improve migration process.

• Assigned and tracked trouble tickets, resolve tickets in queue, used Tivoli to create user accounts
• Configure users' NT accounts and profiles; remotely installed software patches and service packs.
• Resolved and troubleshoot issues in an enterprise LAN/WAN environment with 3500 users
• Assisted techs with resolving hardware and software problems, administer users and groups
• Configured mail accounts, grant necessary access to network resources
• Provided hotline and follow-up support.

• Performed phone triage as first response in the Desktop Support group.
• Resolved problems via Net-Meeting.
• On-site troubleshot or directed problems to appropriate technical groups.
• Responsible for answering calls and track issue status to ensure clients satisfaction via Vantive Helpdesk system
• Setup and configured Lotus Notes/Palm pilot for users.
• Setup and configured LAN printers with TCP/IP protocol.
• Worked with Vendors technical service for repairs if needed.

• Performed assembly, installation, and testing of completed PC workstations from component parts.
• Installed and tested Operating Systems including MS Windows 3.11, NT 4.0 + software applications.
• Provided user support as needed.