Advanced Support Engineer Resume Sample
Rahsaan Swift
293 Fritsch Lights,
Chicago,
IL
+1 (555) 856 4821
Work Experience
Senior Advanced Support Engineer
11/2016
-
PRESENT
Los Angeles, CA
- Providing direct support to and being a central point of contact for the company’s clients
- Years Oracle DBA on Production Systems, supporting critical environments
- Work experience in Oracle Database, specifically
- High Availability: EXADATA, RAC, CRS, ASM
- Fluency in Spanish and English is requested
- Availability to travel, in and out of Spain
- Availability for On Call and Out of Hours working
Advanced Support Engineer
10/2010
-
07/2016
Houston, TX
- Solid hands-on experience with Oracle Database and Real Application Clusters (RAC) essential
- Cloud environments knowledge (any vendor, any type of deployment)
- Solve escalated and advanced technical issues from MathWorks’ customers
- Work closely with Development to design and improve our products
- Deliver excellent customer service for all support requests or incidents
- Install, configure, repair and support computer / server hardware and software
- Perform routine backups and archive files stored on the network to assist with disaster recovery
Database / Advanced Support Engineer
08/2004
-
07/2010
Philadelphia, PA
- Log all incidents and requests on the Service Desk Management system
- Take ownership of user issues
- Provide suitable workarounds and/or contingencies where appropriate
- Maintain active communications with the end user to ensure that they are aware of status
- Maintain a log of progress in the service management system
- If necessary, progress the call to an appropriate third party for further assistance
- Document known errors and system information in the Service Management tool
Education
Kent State University - Stark Campus
1999 - 2004
Engineer's Degree in Computer Science
Professional Skills
- Strong Unix/Linux skills are essential, additional Windows Server skills are useful
- Strong DBA skills and relevant working experience with Oracle Database 11g, and 12c
- Soft skills: Methodical, procedural and communication skills
- · Strong troubleshooting and issue resolution skills
- · Excellent communication & customer interaction skills
- Excellent communication skills – ability to articulate and drive design discussions with business, senior executives & product owners
- Strong verbal and written communication skills (Swedish and English)
How to write Advanced Support Engineer Resume
Advanced Support Engineer role is responsible for database, tuning, customer, software, design, troubleshooting, oracle, security, retail, finance.
To write great resume for advanced support engineer job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Advanced Support Engineer Resume
The section contact information is important in your advanced support engineer resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Advanced Support Engineer Resume
The section work experience is an essential part of your advanced support engineer resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous advanced support engineer responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular advanced support engineer position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Advanced Support Engineer resume experience can include:
- Customer orientation and customer facing skills
- SOA Suite, Oracle Service Bus (OSB) skills are an advantage
- Experience developing rapid prototyping and/or real-time testing (HIL) systems for embedded software development
- Experience in Business consulting in Banking/Finance Sector
- Be a good team player sharing information between team members and rest of ASE community
- Ensure system/server availability and effective management of company storage
Education on an Advanced Support Engineer Resume
Make sure to make education a priority on your advanced support engineer resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your advanced support engineer experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Advanced Support Engineer Resume
When listing skills on your advanced support engineer resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical advanced support engineer skills:
- Working experience in Inventory, Purchasing, Order Management, Advanced pricing, ASCP with experience on support projects
- Proven experience in installing, configuring, administering and tuning Oracle middleware products, preferably gained in a production environment
- · Working experience in Inventory, Purchasing, Order Management, Advanced pricing, ASCP with experience on support projects
- Good understanding of the OFSAA modules and hands on experience in building and configuring rules within the OFSAA tool
- Good understanding and hands-on experience supporting OFSAA version 8.0.0 (ALM, FTP, PFT, Basel, Ops risk and LRM) components
- Strong experience in troubleshooting application related issues including customization
List of Typical Experience For an Advanced Support Engineer Resume
1
Experience For Senior Advanced Support Engineer Resume
- Analytical skills applied to diagnostics and fault-finding
- Work with Oracle services engineering team members to enhance our capability to monitor/manage various technologies effectively
- At least 4yrs experience working designing Siebel configuration, implementation and support directly working with Siebel Engineering and Expert services
- Min 2 years experience developing with Siebel 15 or higher
- Self-motivated with strong service ethic
2
Experience For Principal Advanced Support Engineer Resume
- Project Management experience / qualifications (desirable)
- Experience of branch-based retail or wholesale distribution environment (desirable)
- Customer support experience
- In-depth understanding of application 3-Tier Architectures (Web, Application and Oracle Database tier) is mandatory
- Monitor production infrastructure and processes running daily in Clarabridge’s SaaS environment
- Design, develop and implement monitoring and management solutions for Oracle customers
- Work with customers to build and configure the Oracle Advanced Support Gateway as part of the provisioning process
3
Experience For Senior Advanced Support Engineer Oracle Solution Support Center Resume
- Produce processes and procedures for Service Desk tasks
- Lead / support relevant IT projects, e.g. IT infrastructure installations and upgrades, deployment of new computer builds / images
- Adhere to and help improve service management processes and procedures including development and agreement of service level agreements (SLAs) and supporting key performance indicators (KPIs)
- Cover emergency out of hour’s on-call as part of a rota
- In conjunction with Group IT Departments, research, develop and implement new systems and services and influence Group Standards
- Solve complex technical issues faced by MathWorks’ customers
- Work closely with the product development team to design and improve our products
- Work with customers to understand current deployment and goals of engagement
4
Experience For Senior Advanced Support Engineer Based Resume
- Manage day to day engagement timeline and structure with our customers
- Identify common customer goals or gaps in offerings and communicate to PS leadership for additional focused services engagements
- Knowledge on how to deploy Hadoop systems & debug Hadoop workloads
- Develop, maintain, and execute the Enterprise License implementation strategy and process that balances the customer relationships/needs, revenue, business perspective, and other cross functional needs
- Design customer requirements for Deployment
- Manage customer engagements with primary responsibility for all phases of implementation from initial interactions to enterprise implementation. Proactively identify and resolve issues, post implementation. Escalate to sales manager as necessary
- Review the effectiveness of tools, and provide requirements for the development of new features and functionality as necessary in order to improve license implementation
- Negotiate appropriate resolution of issues directly with customer and internal stakeholders. Primary resource for issue resolution. Examples: deployment, log files
5
Experience For Senior Principal Advanced Support Engineer Resume
- Work experience in Oracle Solaris and Oracle Linux, specifically
- Support customer and internal requests related to enterprise licensing software products. Escalation path for Installation team on TEU implementation issues
- Database performance tuning, HA Architectures, Replication, Backup and Recovery, Database security, Oracle Enterprise Manager
- Maintain an appropriate communication plan with business management and key stakeholders to inform them with details of engagement results and activity
- Transition to the Cloud from other environments
- Data transfer management and optimization
6
Experience For Principal Advanced Support Engineer Milan Resume
- Availability for standby and out of hour’s services
- Forming effective professional relationships with Oracle Technical Account Managers who are managing the ACS service delivery, Oracle Product Support and customer staff, at all levels, to ensure customer satisfaction with Oracle's products and support organization
- WebLogic Server (mandatory skill)
- Oracle DBA knowledge and/or SQL or PL/SQL development experience is an advantage
- Knowledge of Oracle VM / Virtualization solutions is an advantage
- Proactively working with ACS customers to ensure their successful deployment of the Oracle Solaris, Oracle Linux, Oracle Virtualizacion technologies, Oracle Storage, Oracle Engineered Systems and related products in On Premises and Cloud environments
7
Experience For Database / Advanced Support Engineer Resume
- Able to coordinate, manage and evaluate information between different Product Support teams about an especific issue and present the information clearly to customers
- Closely connected to our International community of ASEs
- Be able to collaborate with different LOBs
- Virtualization (Oracle VM Server for x86)
- DHCP, DNS, DFS, Profiles, Group Policy
- Hypervisor technology specifically VMWare and Hyper-V
- AirWatch or other MDM solution
- Cisco / Ericsson Aastra telephony
8
Experience For Database Advanced Support Engineer Resume
- Troubleshoot complex issues. Items to be resolved require a broad range of troubleshooting skills related to: software functionality, database management, data analysis, operating system configuration and performance tuning
- Provide excellent client communications, responsive follow through on all issues and actions, and act as an advocate for client issues within internal departments
- Collaborate extensively with peers, including Sales, Engineering and Technical Consulting to resolve client issues while actively contributing to a growing Knowledge Base that improves the effectiveness of our team and the information available to our clients
- Act as the voice of the customer and represent them to Product Management, Engineering, Sales and Executive Management to ensure they fully understand the customer’s needs and that products and services are being developed to meet those needs
- Assist in Quality Assurance reviews of solutions prior to customer delivery as time permits
9
Experience For Advanced Support Engineer, Level Resume
- Strong knowledge of Oracle, software, hardware, server & network technology
- Good functional Exp. on P2P & O2C Cycle
- Relevant experience as an Oracle EBS Financials consultant
- · Experience in Solution design and implementation
- Experience as an PeopleSoft consultant
- Extensive experience with PeopleSoft development tools, process scheduler, SQR, Application Engine, Peoplecode etc. is required
10
Experience For Advanced Support Engineer Resume
- Experience with PeopleSoft Integration Broker and XML Publisher is desired
- Experience with PeopleSoft Application Upgrade and Tools Upgrade
- Knowledge with CTI integrations with Siebel call center experience is desirable
- Cloud experience is prefrerred
- Knowledge of database architecture, design and optimization
- Knowledge of application architecture, design and optimization
- Knowledge of service-based architecture, enterprise application architecture
- Design and develop specific critical business systems
- Excellent written and verbal communication skills, including the ability to communicate with technical and non-technical staff at all levels of the customer organisation, and the ability to present complex information in a succinct and easily-digestible manner
List of Typical Skills For an Advanced Support Engineer Resume
1
Skills For Senior Advanced Support Engineer Resume
- Good working knowledge of R12 Financials, Purchasing, Inventory , Order Management with Production support experience
- Overall 8-10 years of experience with at least five (5) years of consulting experience within the IT industry
- Prior experience in designing Siebel environment for optimal performance, failover and scalability
- Relevant experience in Oracle EBS with excellent understanding of P-P and O-C flows
- Working experience in Inventory, Purchasing, Order Management, Advanced pricing, ASCP, with
- More than 3 years experience in using and administrating Oracle Database, especially , including troubleshooting and performance tuning
2
Skills For Principal Advanced Support Engineer Resume
- Experience with Siebel Tools Configuration: Modifying existing Objects, Creating new Objects, Scripting , Data model Column extensions
- Experience in delivering regulatory reporting using OFSAA
- Extensive experience with installing, configuring and administering Siebel applications
- Proven success of working on own initiative and managing client/end users expectations
- Experience in rapid prototyping/real-time testing for embedded systems development
- Experience with providing hardware and database sizing for a large Siebel implementations
- Experience in implementing Oracle Exadata, Oracle Linux, Performance/Tuning and high availability features (RAC & Dataguard) of Oracle RDBMS
- Experience in some or all of the following technologies
3
Skills For Senior Advanced Support Engineer Oracle Solution Support Center Resume
- Experience implementing high availability features of Oracle Database
- Application tuning skill is required
- Good understanding of the STAGE tables and FCT tables of OFSAA Data Model
- Extensive development experience using PeopleTools Application Designer
- Extensive experience and knowledge with performance tuning of Siebel implementations
- Knowledge and experience with integrating to third party security frameworks such as Active Directory, SUN One LDAP
- Experience with Siebel Configuration & Scripting, Workflow, Siebel Integration (EAI), EIM, Open UI
- Experience integrating BIP (BI Publisher) and Siebel
- Shall have at least 1 year experience at a customer site developing in the Open UI framework on IP16 or IP17
4
Skills For Senior Advanced Support Engineer Based Resume
- Experience working to SLA and KPI measures
- Good understanding of Cloud Stack and Architecture
- Cloud Support Portal - My Oracle Support: Access and experience in its use
- Good financial knowledge in the area of risk and finance
- Oracle Financial Services Analytical Applications (OFSAA) experience
- Application development and implementation experience
- Leading the customer projects based on Oracle databases
5
Skills For Senior Principal Advanced Support Engineer Resume
- Delivering configuration and performance assessment services
- Managing database and related products in the Cloud
- Assisting customers in their Journey to Cloud – transition from On Premises environments
- Supporting customer systems and related products in Public, Private and Hybrid Cloud
- Deep understanding of business requirement related to Regulatory Reporting before materializing them using the OFSAA solution
- Knowledge and understanding of regulatory compliance requirements surrounding CCAR reporting
6
Skills For Principal Advanced Support Engineer Milan Resume
- Independent working capability and deep understanding of “Assigned Tasks’ Ownership”
- Proactively identify recurring incidents and initiate problem management processes and procedures to address underlying root causes of incidents
- Focus on identifying and executing project efforts focused around internal lab environments and reproductions
- Work in a Global organization with people from different countries and cultures, while being respectful with different ways of thinking
- Storage (ZFS): Being able to configure storage in the data center and in a virtualized environment
7
Skills For Database / Advanced Support Engineer Resume
- Network (Cisco/InfiniBand switches) and network concepts being able to configure networks in the data center and in a virtualized environment
- Desire to work with customers to understand their engineering challenges and to help them apply our products
- Qualifications to include some of the following
- Knowledge of embedded systems, Real-Time Operating Systems (RTOS) and implementation aspects of device drivers
- Aptitude to interface with customers to understand their engineering challenges and to help them apply our products
- Responsible for providing technical product support to Clarabridge customers, business partners, consultants, engineers and sales
- Assist with the creation and review of training materials and product documentation (both internal and external) as they are identified
- Motivated self starter with the ability to work a rotating schedule that can vary to accommodate our customers’ needs
8
Skills For Database Advanced Support Engineer Resume
- Quickly grasp new or emerging Oracle technologies, and how they fit with the customer’s strategy
- Perform GAP analysis of regulatory requirements vis-à-vis out-of-the-box OFSAA product offering
- Knowledge using Open UI: 2 years (Required)
- Document of known errors allowing for increased “first time fix” by the Service Desk
- Triage, diagnose and escalate customer inquiries during the engagement effort
9
Skills For Advanced Support Engineer, Level Resume
- Participate in Webinars or other internal training needs as a technical leader in the organization
- Performance assessments and Oracle product tuning
- Pro-actively alerting customers to product developments and issues
- Be available to work in 24x7 capability, willing to travel up to 5 days a week
- Raise risks early while working in projects in order to evaluate possible mitigation measures
- Able to use problem solving strategies efficiently to identify possible root cause inside/outside components of Oracle Stack and propose action plan
- Be able to manage stressful situations while maintaining focus
10
Skills For Advanced Support Engineer Resume
- Oracle Solaris and/or Linux on Production Systems, supporting critical environments
- Reports to Local ACS Delivery Manager in EMEA ACS Delivery Organisation
- Works closely with the virtual team(s) within Delivery Organisation
- Oracle Advanced Support Gateway (OASP) access
- Linux OS (Compute Nodes)
List of Typical Responsibilities For an Advanced Support Engineer Resume
1
Responsibilities For Senior Advanced Support Engineer Resume
- Position: Senior Advanced Support Engineer - DB
- Fluent in written and verbal English and Italian
- CompTIA qualifications (CompTIA A+, CompTIA Security +, CompTIA Server +)
- Microsoft Qualifications (MCDST, MCSE, MCSA, MCITP)
- Cisco qualifications (CCDA / CCNA / CCNP)
- Citrix qualifications (CCE – V / CCP – V / CCA – V)
- Desktop tools and general hardware and software knowledge
2
Responsibilities For Principal Advanced Support Engineer Resume
- Microsoft applications (particularly Office 2010/2013)
- Availability for international travel 50% of time
- Primary technical resource during the customer implementation phase. This entails gathering customer specific requirements and documenting all aspects of the environment as required to build the monitoring solution
- Perform all necessary design and development work necessary to place a new customer into production
- Undertake consultancy, professional services and build work as required
- Negotiate middle ground with customers when their best practices don’t align with our pre-requisites
- Discuss connectivity requirements with customer staff and implement the connectivity via negotiated option
3
Responsibilities For Senior Advanced Support Engineer Oracle Solution Support Center Resume
- Available to work in 24X7 capability for critical support
- Expert knowledge of Oracle Database, Oracle RAC, Oracle ASM
- Oracle OCP DBA certifications
- Could support long-term services on customer site as a dedicated engineer for 1+ years
- Upgrade/Migration capabilities are required
4
Responsibilities For Senior Advanced Support Engineer Based Resume
- Troubleshoot complex architectural problems
- Experience with Siebel Tools Customization: Creating new entities with relationships to existing / other new entities, Modifying relationships between existing entities, Scripting
- Siebel application development, eScript, EIM PL/SQL and TSQL: 3 years (Required)
- Sound technical Knowledge of Oracle PLSQL, Forms, Reports, XML
- Spot proactive services to the benefit of customer
- Take ownership of (escalated) problems
5
Responsibilities For Senior Principal Advanced Support Engineer Resume
- Oracle OCM / OCP DBA certifications
- Cloud environment knowledge
- Familiar with Oracle Cloud
- _ Major Responsibilities_
- Oracle Engineered Systems
- Italian native language
- First language Italian
- MySQL / TimesTen
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