Brian Schaefer Email & Phone Number

Provide Technical Support for Vindicia on-demand billing customers including NBA, Nascar, Encyclopedia Brittanica and BloombergExamine log files, transactions and reports to diagnose technical issuesManage Customer Expectations on pending fix datesWork with Engineering and Technical Account Managers to define and improve team processes and procedures.Contribute to team knowledgebase for quicker problem resolution.

Provide Initial Response Technical Support for WebFOCUS Products including Managed Reporting, Dashboard, Security, Developer Studio, ReportCaster, Reporting Server, and iWay. Resolve customer issues related to installations, coding, error messages, and general questions using EDAPRIV and VMWare Images.Read traces to troubleshoot Database and Connectivity issues.Remote Desktop into Customer environments using GoToAssist or Livemeeting to ensure quick resolution.Record customer incidents in Hottrack and close cases in a timely fashion.Discuss cases with the Product Support Teams and Promote cases if needed.Contribute to team and personal goals by writing on average 25 - 35 Sympton Problem Solutions, contacting customers daily in order to keep SLA (Service Level Agreement) below the team goal of 4%, and keep Customer Satisfaction above 93%.Receive emails from team members asking to review cases and offer suggestions so cases can be closed or promoted.Aware of areas of expertise for both mine and other groups' team members which is useful in assigning cases and assisting with Customer issues when Supporting Manager or Team members are out of the office.Offer advice and training to team members on EDAPRIV in order to reproduce Reporting Server issues. Attend training to learn new functionality of all WebFOCUS Products when new versions and releases become available.

Provide technical support to customers and other employees on Macro 4 Mainframe and Java products. Clients include Verizon, Bank of New York, JC Penney and Commerce Bank.Install new releases of Macro 4 products such as Insync, M4Explorer, DumpMaster and FreezeFrame.Test products to ensure new functionality and PTFs work as designed. Train Macro4 1st and 2nd level support and customers on supported products. Document customer incidents and record general problem resolution in the Microsoft Dynamics knowledgebase. Supported Pre-Sales Engineers and prospects during Proof of Concepts assisting with Installations and Implementations.Convert FileAid Mainframe Control Cards, PROCs, and JCL to InSync standard.

Provided first and second level technical support for Sybase Client-Server Products such as MainframeConnect, DirectConnect, Open Client/Open Server, ODBC, Avaki, and EDI/HIPAA. Clients included Metlife, Prudential, Glaxo, ABC, Cigna and Mercedes Benz. Maintained CICS Region on a test LPAR used to recreate customer issues. The customer issues could be DB2, SQL, and Install problems.Created SQL tables to assist recreating customer issues on front end databases such as PowerBuilder, Visual Basic and MS Access.Provided customers with on-site support when necessary. Provided assistance with installations, configurations, and general troubleshooting. Utilized IPCS to read mainframe dumps, analyze sniffer traces and product traces.Performed research as necessary to resolve technical issues or reproduce problem cases. In addition, performed troubleshooting of error messages, configurations, installations, and performance.Recorded case information in the Clarify case tracking system, including troubleshooting approach, action plans, and target dates. Documented customer software problems and recorded problem resolution in the Clarify knowledgebase. Provided cross-training and shared technical information with other members of the Technical Support team.Assisted with product beta testing, as well review of documentation and training materials.Assisted sales by generating new licenses and providing software upgrades. Provided 24x7 support for new and open Priority 1 incidents.

Provided third level support for Prudential internal Healthcare and Financial Business Units. Installed and tested MainframeConnect, DirectConnect and IBM’s Universal Database in Client Server development environment. Ran SQL commands to connect to DB2 using TCP/IP and SNA LU6.2 to investigate connectivity issues.Documented common error messages and installation procedures in order to provide timely assistance to customers.Upgraded Windows and Unix test machines to ensure products were at the latest service level. Maintained CICS Region on a test LPAR used to recreate customer issues.

Provided first and second level support for all UPS internal customers in Windows and Mainframe environments on UPS Internal Shipping Applications.Acquired and released online remote terminals and printers using Netview. Monitored Print, Beginning of Day, and End of Day Processing jobs in an AS/400 and TSO environment. Generated daily reports of call volume using Microsoft Access.

Diploma, Data Center Support

Diploma

Liberal Arts/Humanities

Completed 30 credits

Education record