Anthony Lee Email & Phone Number

New York, United States

New York, United States

New York, Us

• Handle escalated cases that are raised to the Support team via the Technical Account Management team.• Work closely with our Technical Account Management team on customer communications in regards to issues and bugs as well as escalating issues with our development team as necessary.• Mentor colleagues by providing assistance on how to solve complicated tickets, advice on how to communicate with customers and training across the product stack.• SME for Symphony Federation, an integration that allows Symphony users to communicate compliantly with their customers via WhatsApp, WeChat, SMS and LINE.• Review open JIRA tickets with the Federation development team to prioritize open JIRA tickets by impact and urgency.• Created an integration that receives alerts from Splunk and Datadog via a webhook and relay them to a Symphony Chat. The integration is also integrated with JIRA by allowing the person reviewing the alert to create a JIRA ticket based off the alert with a click of a button once the issue has been confirmed.• Created a library that transforms HTML to messageML compliant messages. This library is used in the Symphony Support Bot which customers have access to. It is used to transform knowledge articles in Symphony's Zendesk to messages in Symphony allowing customers to look for help without having to leave Symphony and go to our support site.• Assisted the Professional Services team on multiple projects that were commissioned by customers. This includes designing and developing whole Symphony bots as well as assisting on certain modules in other projects.

New York, Us

• SME for the Symphony Integrations such as the REST APIs, Universal Webhook, Java/Python Bot Development Kits (BDKs), Legacy Java/Python/.NET/node.js SDKs• Collaborated with client developer's on their projects by brainstorming solutions, debugging code issues as well as reproducing bugs in our REST APIs and BDKs.• Make commits and pull requests to our BDKs as necessary to resolve any bugs that are blocking our customers from fully implementing their solution.

New York, Us

• Handle questions and issues from customers such as how to use the product, network issues and bugs via Zendesk, Zoom and Symphony Chat.• Assist customer System Administrators with deployment of on-premise components on a Linux environment as well as diagnose any issues they may be experiencing with those components.• Document bugs on JIRA and collaborate with developers to reproduce the bug and confirm resolution.

San Jose, California, Us

• Work with external IT professionals to resolve issues with the CA Service Desk Manager (SDM) as well as issues with the applications behavior with its integrated components as well as third party components • Integrated components include applications such as CA Service Catalog, CABI (SAP BOXI / Business Objects, JasperSoft), CA PAM (Process Automation), CA EIAM, CA Unified Self Service, CASM Mobile App, CA xFlow• Third party components include applications such as MSSQL, Oracle, Windows Desktop, Windows Server, Apache Tomcat, Apache httpd, Microsoft IIS, WAFFLE, LDAP and Xtraction• Troubleshooting of network related issues as they relate to SDM. Advanced troubleshooting if needed using tools such as Wireshark and Fiddler• Troubleshooting of SOAP and REST Web Service calls that are ran against SDM• Reproduce and document bugs for our development team to address• Worked with our development team to identify a root cause and analyzing crash dumps if needed• Create and rework Knowledge Documents to expand our external and internal knowledge base to expedite case resolution and mitigate incoming volume• Onboarded and trained 7 new hires.• Validation of pre-release builds of CA SDM• Deployed and currently a moderator of SME Chat, a chat room allowing engineers to easily join and discuss issues with a Subject Matter Expert (SME)• Developed a Python XMPP bot to act as a moderator of the SME Chat room using the SleekXMPP library• Developed a Java application, SDM AutoPatcher which reduced replication time of patch level from upwards of an hour of constant attention to an automated 20 minutes• Developed a JavaFXML application, FixFinder which allows an engineer to quickly open the location of a patch instead of searching a shared SMB file store• Developed a companion Java application to FixFinder and AutoPatcher which creates an updated index file on a schedule to be used by AutoPatcher and FixFinder

San Jose, California, Us

San Jose, California, Us