SaaS Support Engineer Resume

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Norman Brock 4296 Hiney Road North Las Vegas, NV 89032 (111) 519-4117 Email : [email]

Career Goal
Seeking an opportunity in a company where I can employ my technical proficiency in Java Core, Web Services and JSP technologies as a SaaS Support Engineer

Technical Skills

Profound knowledge of SDLC methodologies:

Agile
Waterfall
V-Model

Extensive technical knowledge of Java technologies:

JSP
Java 2-D
JSF

Strong technical command of Linux components:

RedHat
Hp-UX
Solaris

Substantial technical acumen of IDE:

Tomcat
Apache
HTTP

Cognitively expert in engineering software:

UCM
F5 Load Balancer
HL7

Adept in engineering services:

Root cause analysis
Asset management
IT Infrastructure design

Familiarity with mobile devices:

Windows 7 phones
Droids
iPad

Immense abilities to:

Use V-model technologies and implement system engineering
Prepare project plans and maintain technical documentation

Relevant Experience

SaaS Support Engineer Jama Software	January 2012 – Present North Las Vegas, NV

Maintained relationships with quality assurance and engineering teams. Analyzed web based requests utilizing CRM systems. Resolved customer issues and executed policy improvements. Conducted root cause analysis and reviewed file defects. Managed customer environments and administered Centrify user products. Implemented Windows servers and SPAM filtering. Designed and developed MS Dynamics CRM apps. Executed email routing and analyzed setup issues.

SaaS Support Engineer Stanley Black & Decker, Inc.	November 2010 – January 2012 San Jose, CA

Resolved technical issues and assisted in shift works. Analyzed client feature requests relating to CRM database. Maintained service functionality and generated project status reports. Participated in issue resolutions and reviewed technical facts. Designed logical solutions and configured Tegrity apps. Provided technical support through telephone and email. Administered content distribution networks and implemented shell scripting Assisted in Dell automated deployments and desktop troubleshooting.

Educational Background

Bachelor’s Degree in Information Technology

Lake Washington Technical College

August 2006 – May 2010

Kirkland, WA