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CANDIDATE PROFILE
Name: Confidential Confidential
Last Updated: 2022-07-19
Email: macgarry@gmail.com
Phone #: 156-884-9151
Address: Duluth, Minnesota, 55802
Duluth, MN 55802
RESUME
Application Engineer

HEADLINE

Innovative and goal-oriented IT professional with over 20 years of experience in application support and technical operations engineering; complemented with strong background in project management.

QUALIFICATIONS PROFILE

Expert at authoring knowledgebase articles, documenting process developments, and recommending changes to generate operational quality results and increase efficiency. Equipped with excellent communication skills, along with proven ability to provide highly technical support to internal staff and external customers to improve overall user experience. Known for integrity, unparalleled work ethic, and organizational skills in prioritizing, managing, and executing multiple projects simultaneously while adjusting to a rapidly changing work environment.

AREAS OF EXPERTISE

Change Management | Strategy Planning | Process Optimization | Application Installation and Maintenance
Software Testing | Ticket Analysis | SQL Data Management | Troubleshooting | Technical Documentation
Staff Training and Mentoring | Client Relations | Cross-functional Collaboration

PROFESSIONAL EXPERIENCE

CONFIDENTIAL, CONFIDENTIAL
Application Support Engineer Jul 2019–Present
 Conduct software testing and defect analysis to identify bugs, advise product enhancements, and assist internal teams in resolving issues impacting customers.
 Act as primary point of contact between the Level 2 Support and the Engineering and Product Management teams while demonstrating subject matter expertise in multiple company products.
 Responsible for updating application configurations and database; producing documentation and knowledgebase articles; and tracking and handling support escalations in Jira.
 Carry out thorough analysis, monitoring, and searching of application data for application issues.
 Facilitate onboarding, orientation, training, and mentoring for new members on the areas of technicality and soft skills while arranging stand-up meetings with engineers and other teams.
 Participate in quarterly educational seminars and classes, to maintain current industry knowledge, skills, and standards.
 Organize and chair weekly standup meeting with support and engineering / cross-functional teams while serving as resource for providing on call process training and documentation.
 Perform thorough research and documentation of root cause analysis (RCA) for all system-wide outages to ensure data integrity.
 Consistently met and surpassed department’s service-level agreement (SLA) for case response and resolution.
 Successfully managed 24% of the cases escalated to the team and created and maintained the accuracy of application architecture documentation and knowledge base articles by working with a 15-person team.

Owner | MILLENNIUM CORPORATE PROMOTIONS AND AWARDS, ST. PAUL, MN Sep 2006–Present
 Oversee the entire spectrum of activities pertaining to business, including finance, personnel, and customer service with the accountability to meet and exceed customer order and fulfillment expectations.
 Conceptualize strategic customer employee recognition plans and programs.
 Direct process improvement efforts by educating and coaching new team members.
 Achieved significant growth in productivity by maintaining seamless coordination with customer and suppliers.
 Generated sales revenue through delivery of a custom advertising and marketing solutions to customers.

CONFIDENTIAL, CONFIDENTIAL
Technical Operations Engineer Jun 2016–Jul 2019
 Provided technical support to customer in troubleshooting systems, hardware, and software issues by serving as customer advocate.
 Served as company liaison and subject matter expert in numerous third-party software integration concepts and system incidents, which included multiple PeopleNet third-party integrations.
 Executed identification and communication of application and business process flow needs with third-party dependent customers.
 Assessed operational and project objectives encompassing efficiency, operator convenience, safety, and quality to determine priorities and anticipate issues.
 Reviewed process; provided information and feedback to the Unit Design and Modification teams; and recommended and applied changes and redesign to generate operational quality results.
 Led technical, soft skills, orientation, and onboard training sessions for new team members, while keeping all training manuals, standard operating procedures (SOPs), and documentation.
 Strictly adhered to standards/procedures and legal regulations to maintain safe and healthy work environment.

CONFIDENTIAL, CONFIDENTIAL
Applications Engineer | Project Manager/Trainer Sep 2014–Jun 2016
 Delivered specialized and custom-tailored product training for customers on site and in-house, while onboarding and mentoring new employees.
 Established and documented training manuals, best practices, and SOPs to increase user efficiency.
 Built reputation as a subject matter expert on application installation and maintenance credentials.
 Performed SQL database management and software testing to ensure data accuracy and retrieval.
 Held responsibility in handling team projects and testing software patches and bug fixes.

CONFIDENTIAL, CONFIDENTIAL
Applications Engineer | Project Manager/Trainer Jun 2013–Sep 2014
 Led onsite and in-house training on software and hardware functions and troubleshooting for customers.
 Demonstrated technical competency in developing testing frameworks and overseeing quality, efficiency, and process initiatives for customers.
 Exemplified keen attention to detail in creating and maintaining application documentation, training manuals, and installation guides.
 Organized and conducted software bug fix discussions with management and developers.
 Played a pivotal role in the successful establishment of global engagement and on-boarding standardization for customers while delivering expertise on Transcend II Application Suite.
 Successfully migrated, archived, and upgraded SQL databases as well as expedited data retrieval by 60%.

CONFIDENTIAL, CONFIDENTIAL
Technical Support Representative (Contractor) Aug 2012–Jun 2013
 Provided superb technical support to customers domestically, internationally, and remotely.
 Presided over training and mentoring of team members on software functionality and usage.
 Minimized time in finding solutions and improved customer satisfaction by working with the support team in usability testing and modification of proprietary software knowledgebase.

CONFIDENTIAL, CONFIDENTIAL
Technical Representative Apr 2010–Aug 2012
 Assumed full accountability in delivering remote technical training, customer service, and support to customers and educating new employees regarding overall onboarding performance.
 Promptly resolved open cases through the application of troubleshooting skills and knowledgebase.
 Made significant contribution in reducing team expenses through software testing, troubleshooting, research, and analysis.

EARLIER POSITION HELD:
OPERATIONS/BUSINESS ANALYST | CONFIDENTIAL, CONFIDENTIAL

EDUCATION

Bachelor of Arts in Computer Science and Information Systems, Minor International Business Management, May 2003
The College of Saint Scholastica, Duluth, MN

Study Abroad Program in Chinese Studies, Dec 2002
Southwest China Normal University, Chongqing, China

Associate of Arts in Computer Programming, Dec 2021
Lake Superior College, Duluth, MN

ACTIVITIES

Vice President, The Ancient Order of Hibernians, St Paul, MN (2015–2018)
Engineering Mentor, Totino-Grace High School, Fridley, MN (2014–2017)

TECHNICAL SKILLS

Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook), SQL, Jira, Confluence, Postman, Putty, Linux, Splunk


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