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HomeL2 Software Support Engineer
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Freelance L2 Software Support Engineer Addlestone, Surrey, UK

I have graduated from the University of Surrey with a 2.1degree in Bachelor of Sciences in Computing and I believe that this together with my work experience to date has equipped me with valuable knowledge and skills relevant to a role in Information Technology.

Rating:Unrated (New)
Hourly Rate / Cost:£55.56 per hour (ex. VAT)
Daily Rate / Cost:£444.44 per day (ex. VAT)
Available From:Now
Seller ID:257080

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[ Top | CV | Skills ]

CV (Curriculum Vitae) / Résumé

I am currently working for IBM Tivoli software group as a level 2 software support engineer. In my present position I am the first point of contact for French companies and responsible for looking after Maximo (software asset management) technical issues raised by US and EMEA customers. I have worked closely with major big companies and have been able to troubleshoot problems before they affected production deadlines.

Over the last year I have supported numerous Maximo US and EMEA customers.
This meant replicating and troubleshooting escalated issues from level 1 engineers, testing software bugs, accessing remotely client environment, building client environment for complicated problems, providing training for level 1 engineers. I successfully received numerous positive feedbacks from customers all over the world for my tremendous support.

With my proven ability to troubleshoot complex issues and maintaining the highest Customer Service standards whilst also providing resolutions in a timely manner, I feel that I would be able to make a significant contribution to your company.

Employment History

(Oct 2006 & ongoing)

L2 Software Support Engineer

Staines

L2 Software Support Engineer- (French & English) - IBM UK
Tivoli Software / Asset management for IT – Staines
 Providing LEVEL 2 System Admin technical support for
Maximo EMEA & US customers
 Replicating & Troubleshooting escalated PMR (Problem Management record)
 Testing MAXIMO bugs
 Logging APAR (Authorized Program Analysis Report)
 Requesting & Testing hotfixes before supplying to customers
 Running Hotfix script using SQL PLUS.
 Following escalation process to Level 3.
 First point of contact for French customers i.e. TOTAL- GAZ DE FRANCE- EDF
 Building MAXIMO V.6.2.1 Virtual Machines (VMware) images.
 Installing MAXIMO V 6.2.1 - Installing/Configuring IBM WebSphere 6.0.2 & BEA WEBLOGIC 7.0 Application Servers
 Installing IBM HTTP Server- Installing ACTUATE 8i application and Actuate integration for MAXIMO - Setting up System Server administration
 Accessing remotely client environment using AOS- Logmein- GoToMeeting
 Installing/configuring ORACLE server 9.2.0.7 for MAXIMO
 Creating Maximo user for Database Server
 Deleting/ Building/Deploying EAR files using WEBSPHERE 6.0.2 & WEBLOGIC
 Installing Maximo patches - Installing Maximo Add-on
 Installing/applying IBM CCWIN retain (MQ series)
 Applying SQL PLUS & TORA
 Providing On call Week-end support

 Received IBM Thanks award
 Received positive feedback from IBM customers for great support
 Achieved IBM PBC (Personnel Business commitment) for year 2007
 Created few Technical Knowledge Base article within IBM


(Sep 2005 to Oct 2006)

Pre- Sales Software Licensing Expert

Kingston upon Thames

Pre- Sales Software Licensing Expert
MICROSOFT (campaign) / SITEL UK - Kingston
Elected as Microsoft Partner Team Representative
 B2B Customer Service Professional
 Logging incoming calls - Providing licensing support
 Escalating partner calls from other teams within the inbound programme
 Promoting Microsoft products - Providing technical knowledge at the screening phase and escalating cases to the appropriate engineer
 Creating Consumption report (Microsoft UK based agreement) for IT firms
 Assisting Microsoft partners in navigating resources online
 International Conference Call – Software Quality testing
 Applying CRM system- Siebel Call Centre/ Applying Clarify System
 Applying Talisma Application Client site/ Applying PidPlus- Generate Product Key


(Jul 2000 to Sep 2001)

Telemarketing consultant

Morpace International , Woking

Telemarketing Consultant, Morpace International Ltd - Woking
 Applying CATI System / Managing research projects
 Client contact,(French and English), data analysis and report writing , surveying and office administration
 Managing internal processes within the company meeting deadlines and budgets


(Jul 2000 to May 2001)

IT helpdesk technician

IBC Multimedia, France

: IT Helpdesk Technician, IBC MULTIMEDIA - France (Paris)
 Logging and maintaining a full and accurate record of support calls using the
Help Desk call logging software as part of 1st line support duties
 Undertaking front line investigative work and collating sufficient information to diagnose faults or escalating to senior technical staff (2nd or 3rd line support)
 Meeting a high level of customer satisfaction through prompt, professional and
knowledgeable assistance.
 Ensuring all incidents are closed in a timely manner

Installation support duties include:
 Building computers-Computer Configuration & Hardware Maintenance
 Diagnosing and troubleshooting basic web browser, firewall, proxy server issues and
other internet-related issues.
 PC Troubleshooting – Formatting- Partitioning Hardrives
 Installing &Upgrading different operating Systems and applications
 Installing Anti- virus tool & Removing Virus

Professional Qualifications

MLSS - Microsoft Licensing Sales Specialist
MLSE - Microsoft Licensing Sales Expert
ITIL CERTIFIED - Information Technology Infrastructure Library

Education

(Sep 2003 to Jun 2005)

University of Surrey

BSc(hons) in Computing
Overall – Second class honours upper division (2:1)


(Sep 2001 to Jul 2003)

Kingston University

Higher National Diploma -HND in Computing Systems (2 years): Merits


(Sep 1997 to Jun 2000)

Lycee Colbert

Science Economics and Social French Baccalaureate (equivalent of A-levels) (Merit 2nd Class)

Level 2 Software Support Engineer CV

A highly enthusiastic and talented bilingual Level 2 Software Support Engineer, with excellent technical skills and ability, supported by a willingness to learn new technologies and business environments.
My present position has provided me with excellent communication skills through interaction with people from various backgrounds and at the very highest level. I have as a result learnt to be patient, articulate and professional working to tight deadlines. Possesses a proven track record of providing excellent service, and is a flexible and adaptable professional who is comfortable working as a team player or independently unsupervised with first-class organisational skills with the will and determination needed to succeed. Ideally seeking a new role that will prove to be both a personal and professional challenge.

Assignment History

(This Seller has recently been shortlisted or contracted for the following people4 assignments)

  • Maximo/Websphere Consultant: We have an immediate request for a 3-4 month position for someone with Maximo , webservices and integration with Websphere. Based in Holland, fluent spokena nd writen English - no other language skills required. Full details are: MXES version 6 has to integrate with a workforce management tool (WFM) that allocates field-technicians to tasks created in MXES based on availability. To proof the feasibility of this integration request, a proof-of-concept (solution validation) will be setup.
  • Maximo Consultants: We have a requirement for Maximo consultants of all levels for a 2 year project based in Paris. As well as being experienced in Maximo, all candidates must speak intermediate French or above.

[ Top | CV | Skills ]

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