Senior Technical Support Associate Resume

• Provide highly skilled phone and email support to Dell customers ensuring proper and consistent documentation in service.
• Gather and analyse hardware and software reported issues and critical data points to effectively prioritize while working to diagnose and assist in driving issues to resolution.
• Effectively communicate procedural and technical issues to Dell customers
• Assisting customers in configuring products for optimal functionality
• Troubleshooting hardware related issues
• Troubleshooting 3rd party application integration
• Performance troubleshooting     
• Follow technical troubleshooting tools and diagnostic procedures to resolve all issues with root cause analysis in unique and often complex situations.
• Focused areas of troubleshooting include features such as Networking, Operating systems, backup and recovery and other various hardware and software issues
• Follow and review knowledge base / technical solution articles and create appropriate action plans for accuracy to resolve issues.
• Time management and workload prioritization keeping in mind customer expectations and negotiation.
• Train and coach junior technicians, updating and assisting colleagues.
• Worked in high volume quality assured support
• Apply appropriate technical expertise to resolve escalated customer issues
• Work directly with other cross-function teams to resolve problems

J2EE Context Driven Development Process (Java Kernel Context) areas-Java Server, Security, SL (protocol) and SPM (Service parts management), CE (Composition Environment) and BCO (SAP system).

Install / update / upgrade NetWeaver 7.20 EhP2 internal system.

Acquired specialized skills in SAP NetWeaver and SAP testing infrastructure:

• To find issues and showstoppers as early as possible (immediately notify the development area responsible for the failing component and drive correction) 
• Daily Last Known Good- SAP NetWeaver Validation and Testing 
• Deploy build results into latest Last Known Good  
• Daily transport of change lists to rebuild projects at centrally nightly JAPRO build
• Run relevant set of smoke tests on updated Last Known Good- SAP NetWeaver 
• Run weekly Pull criteria Tests/Week Stone testing which includes CE installation, running ATS and relevant smoke tests and BCO input qualification (validation) executed in order to find issues early. 
• Define daily Last Known Good configuration requirements
• Authorized to revert change lists 
• Resolve PERFORCE conflicts 
• Release Last Known Good -SAP NetWeaver (DVDs+VMware) and provide daily updated test system environment to development
• Release weekly Week Stone to development
• Integrate changes from other contexts as soon as possible in order to find integration issues early
• Execute all tasks in order to apply necessary corrections (transport, build, deploy)
• Give guidance to development to enable them to ensure required quality already during development 
• Working directly with virtual team and other cross-function teams

Specific task owner for:

• Installation of HP UFT/QTP and SNAP (SAP NetWeaver Automation Platform) Client, configuration and testing of SNAP, an automated tool that allows easy execution of QTP tests
• Installing and checking the performance of Java SE 6 (JDK 6) before NetWeaver 7.2 was migrated from J2SE 5.0 (JDK 1.5) to Java SE 6 (JDK 6)

Accredited by Edinburgh Napier University – Diploma in Software Development through course study and 4 projects.