Technical Suport Engineer

Posted on: 2006-01-17

Nancy Nganga 20 Belmont Street Apt. 5 Lowell, MA 01851 Phone: (978) 866-0337 Email: [email protected] OBJECTIVE To obtain a challenging position in technical support/software testing that will best utilize expertise my multi-platform experience, software technical support skills and software testing knowledge. EDUCATION University of Massachusetts Lowell Bachelor degree in Information Technology City & Guilds International-London Diploma in Software Applications COMPUTER SKILLS • Operating Systems: Solaris, AIX, HP-UX, Linux, Window 2K/XP/ NT • Software Applications: Microsoft Office, SAP, Informatica, AS400, Visio, Microsoft Visual Studio.Net, Adobe Photoshop, ImageReady, • Programming languages: Familiarity with C, VB • Database skills: Familiarity with Oracle, SQL, PLSQL. Knowledge of ETL and CRM tools. • Web: Familiarity with middleware such as IBM’s WebSphere, BEA’s WebLogic JBOSS , Macromedia Homesite . • Networking: Knowledge of TCP/IP and Network Architecture, Advanced network technology, Network Management and LAN/WAN technologies. • Proficiency in client/server architecture and web-based technologies • Distributed applications: RMI WORK EXPERIENCE Oct 2002 – current Trillium Software – Billerica, MA Sr. Technical Support Engineer/Software QA Manual Tester • Trouble shooting and debugging Trillium software programs as well as interfaces with third party systems and customized code via phone, WebEx and email. • Provide integration support for Trillium software products on advanced web architecture involving application servers such as IBM websphere, BEA WebLogic and JBOSS • Provide on-site support to customers to assist with the configuration and linking of their database systems such as SAP, Siebel, Data Stage, Informatica to the Trillium Software Connector Product. • Setting up multi-platform test environments to aid in user error replication and problem resolution. • Working with QA to perform software testing of new and existing software releases on various platforms and data sets. • Report software bugs to the development team and work closely with them to deliver software patches/updates or re-written software modules to the customer. • Participation in an on-call rotation to provide 24-hr support to end-users. • Provide technical support to the on-site professional services team. Apr 2000 – Sep 2002 Abbott Laboratories Medisense-Bedford, MA Sr. Technical Support Specialist • Troubleshooting and resolving product related issues for hospital glucose monitoring systems and data management computer systems for healthcare professionals. • Troubleshooting and resolving software and hardware communication issues. • Provide critical account support by accessing client networks through dialing from remote facilities using Cisco or Nortel VPN’s and PC Anywhere to amend workflow issues. • Assist field personnel with installation and implementation of product data management systems, which includes working with laptops, desktops, servers, multiple operating systems (Windows 95,98,2000, NT, XP) and networks. • Provide training to new and existing database users on effective report analysis and proper data management techniques. • Set-up in-house training appointments for field personnel to provide training to new and existing customers. • Participation in an on-call rotation to provide 24-hr support to end-users. • Assist in training new employees. Jan 1999 - Mar 2000 Abbott Laboratories Medisense-Bedford, MA Sr. Account Manager/Order Processing Specialist • Receiving and processing purchase orders via fax and phone. • Responsible for providing product support to customers on inquiries on order status, part numbers issues, product descriptions, discontinued product, and product pricing inquiries. • Responsible for reviewing and rectifying part number/pricing transmission errors on electronic purchase orders. • Manage quote requests received via e-mail, fax or phone by responding with appropriate pricing, availability, lead times, freight and payment terms. • Coordinate, communicate and resolve pricing discrepancies with contract marketing. • Manage and communicate backlog on open orders with corporate purchasing contacts. • Processing customer returns for damaged/expired product and issuing RMA No. to authorize product return. REFERENCES • References will be furnished upon request.