OBJECTIVE

To obtain a challenging position as a Technical Support Engineer that would util

izing my strong technical background and excellent customer facing communication
skills.
EXPERIENCE
ACCELRY (formerly SYMYX)
Senior Support Engineer II 2/2006 – Present
Managed customer consulting engagements during installation, upgrades and techni
cal troubleshooting. Resolved customer issues on Symyx high throughput experimen
tation solutions, electronic scientific laboratory notebook, chemical representa
tion databases, scientific R&D solutions and decision support systems.
Key projects:
• Served as DBA and project lead for systems in the completion of 30+ medium- to l
arge-scale implementations, managing projects from systems requirements to solut
ions delivery and support.
• Resolved technical issues on Symyx software, performed upgrades to production sy
stems and databases.
• Performed database administration tasks on production Oracle databases internall
y and for external customers. Trained customer IT and DBA personnel on best pra
ctices for Symyx database and middle and client-tier support.
• Created and implemented formal procedures for installation /operational qualific
ation (IQ/OQ) for new implementations, existing upgrades and performance monitor
ing. Defined measurable quality goals, standards and procedures.
• Created training syllabus, training course materials and formal release notes do
cumentation detailing supported system requirements, new features/enhancements,
fixed defects and known issues. Delivered training in formal classroom and info
rmal settings.
• Travelled extensively in the US and internationally to carry out new installatio
ns, to upgrade production systems and to resolve difficult technical issues.
• Interfaced with product management, development, marketing and other stake holde
rs to drive customer voice into new products and feature enhancements.
ARGENT SOFTWARE
Senior Support Engineer 2/2004 – 2/2006
Delivered technical support, product demonstrations and implementation services
. Defined customer requirements, configured solutions, executed on pilot/produc
tion implementations. Drove technical discussions and developed key differentia
tors during sales calls and pilots.
Key projects:
• Provided key consultative technical sales support to three sales managers servin
g the west coast region. Wrote formal sales proposals (RFPs), participated in c
ross functional teams to drive product definition.
• Successfully drove sales opportunities to completion. Exceeded sales quota numb
ers regularly and repeatedly.
AVAKI (now SYBASE)
Senior Systems Engineer 4/2002 – 11/2003
Articulated the technical capabilities of data grids for business analytics and
data provisioning. Developed compelling demonstrations showing the value propos
ition. Wrote and delivered technical webinars.
Key projects:
• Developed custom demonstrations highlighting value of grid technology in data fe
deration, data integration using data transformation tools. Conducted customer
implementations and pilots.
CONVERA Corp.
Senior Systems Engineer 6/2000 – 3/2002
Provided pre-sales support to sales manager in the west region. Travelled exten
sively for sales meeting, product demonstrations, pilot installation, proof-of-c
oncept activities. Created training materials, responses to RFPs,
Key projects:
• Built customized demonstrations, prototypes and pilot solutions. Indexed custom
er information to demonstrate the heuristic search capabilities of Convera solut
ions.
FOGLIGHT (now QUEST SOFTWARE)
Senior Consultant 11/1999 – 6/2000
Provided consulting services for Foglight products. Functioned as the consultin
g manager for multiple accounts for ongoing consulting engagements. Created cus
tom agents for monitoring application servers and databases. Project managed te
am of consultants for large enterprise implementations.
Key projects:
• Provided consulting support for high throughput business-to-business website (Ch
emdex). Developed custom agents for monitoring Tibco and Informix databases.
EXTENSITY (now INFOR)
Senior Consultant 2/1998 – 11/1999
Successfully implemented enterprise-wide customized expense and time management
solutions. Wrote project definitions, scoping documentation and implementation
plans. Completed all implementation projects before due date and obtained custo
mer signoff signifying satisfactory completion. Executed consulting engagements
valued over $300K.
Key projects:
• Developed customized workflow solutions. Wrote Java applications that defined t
he business rules of the expense reporting workflow. Wrote integration modules
between Extensity and third party accounts payable and payroll systems.
REMEDY Corp. (now BMC)
Senior Technical Support Engineer 5/1997 – 2/1998
Provided third tier technical support contact for strategic Remedy customer (Boe
ing Aircrafts). Resolved complex technical issues escalated from Remedy Author
ized Consultants (RAC) at Boeing Aircraft.
PLEXUS SOFTWARE
Senior Trainer, Pre-sales, Support Engineer 6/1992 – 5/1997
Provided second tier support for document imaging and workflow solutions. Prov
ided 24x7 support for critical issues and upgrades. Provided training and pre-
sales support to EMEA customers. Travelled extensively for onsite troubleshooti
ng and customer visits.
TECHNICAL PROFICIENCIES
Platforms: MS Windows Server, XP, Unix, Linux
Databases: Oracle, MS SQL Server, Informix
Programming: Java, Shell Scripting
Miscellaneous: TCP/IP, Application servers, Web servers, SMTP, JDBC
EDUCATION & TRAINING
DeMONTFORD UNIVERSITY, LEICESTER, UNITED KINGDOM
Master of Science (MSc), Information Technology
UNIVERSITY OF BATH, BATH, UNITED KINGDOM
Postgraduate Certificate in Education (PGCE)
UNIVERSITY of GREENWICH, LONDON, UNITED KINGDOM
Bachelor of Science (BSc), Applied Chemistry