Eric Roque Email & Phone Number

Garden Grove, Ca, Us

Irvine, Ca Usa

* Provide customer support for Kofax related software. Troubleshooting areas included DB2, Oracle and SQL databases. Windows operating systems.* Support the installation, configuration and maintenance of different software components, which interacted with Kofax Capture such as Kofax Capture Network Services (KCNS), Kofax Analytics for Capture (KAFC). Analyzed, identified and advised customers on performance based on the different components that interact with Kofax Import Connector (KIC) and Client Server configuration.* Take ownership of customer issue and see problems through to resolution and provide enterprise level technical support to our customer via phone, web and email and other support channels as required* Research, diagnose, troubleshoot and identify solution to resolve customer issue related to the application user, design and configuration.* Effectively communicate complex technical issue to a broad range of customers and department within Kofax, such as product management, software engineering, sales and quality assurance.* Mentor and provide advice to other Technical Support Engineers as needed.* Maintained a library of test images in the test lab that included VMware and physical machines from existing test environments. The test system varies depending on different versions of windows.* Create and update Knowledge base articles and write white papers regarding new solutions and procedures to be published in Kofax support website.

Provided remote server support of IBM DB2 content manager imaging software (8.3.x and 8.4.x). Troubleshooting areas included DB2 and Oracle databases, operating systems such as Unix, Windows, and Linux.

Provided development support in building customer applications using JAVA, Visual C++, Visual Basic, Power Builder and FileNet WorkFlo Application Libraries. Troubleshooting areas included J2EE Webserver, Microsoft Visual Studio, Power Libraries and emulation software; program automation through DDE, API and OLE calls. Supported imaging products including both client and server applications, such as Image Service Resource Adapter (ISRA: 3.x), Workflow Application Library (WAL 3.6x and 4.0), FileNet P8 (3.5.x) and other toolkits related to FileNet. Identified and corrected problems with hardware integration (scanner, printers), operating system integration, networking issues (network IP trace), and usage. Implemented and configured different operating system such as AIX, Window / Server, HP-UX, Sun Solaris and Linux.; Created and maintained VMware library on the different databases and configurations, including WebSphere, WebLogic, Oracle, DB2 and SQL to troubleshoot problems.Supervised and acted as team-lead for entry-level engineers ensuring timely service to customers. Coordinator for beta products, which included their management and successful implementation.Designed and implemented business applications in JAVA, Microsoft Visual Studio and FileNet WorkFlo, troubleshooting and debugging customer's applications as part of FileNet Software Development Toolkit.

DB2 Content Manager Enterprise EditionProvided remote server support of IBM DB2 content manager imaging software (8.3.x and 8.4.x). Troubleshooting areas included DB2 and Oracle databases, operating systems such as Unix, Windows, and Linux. Supported the installation, configuration and maintenance of different software components, which interacted with DB2 content management such as IICE, content manager windows Client (pClient), eClient, OnDemand, Tivoli Storage Manager, Lotus Notes suite and IBM Records Manager.Analyzed, identified and advised customers on performance based on different components that interacted with DB2 content manger (operating systems, databases, application servers and custom applications, etc).Provided integrity support for DB2 content manager pClient toolkit custom applications.Maintained a library of test images in the test lab that included VMware, Ghost images and physical machines from existing test environments. The test system varies depending on different versions of windows, AIX, Solaris, Linux and HP.Created new technical notes and white papers regarding new solutions and procedures to be published in IBM technical support website (Technotes).

Software development toolkit implementationProvided development support building customer applications using JAVA, Visual C++, Visual Basic, Power Builder and FileNet WorkFlo Application Libraries. Troubleshooting areas included Microsoft Visual Studio, Power Libraries and emulation software; program automation through DDE, API and OLE calls.

Software development toolkit teamSupported imaging products including both client and server applications, such as Capture software, Workflow Application Library (WAL), and other toolkits related to FileNet. Trouble-shot hardware integration (scanner, printers), operating system integration, networking issues (network IP trace), and usage.Supervised, maintained and served as main point of contact for the beta product management and successful deployment and test with customer, including direct communication with betas sites, providing feedback on improvement, customer required features, and documentation problems.

Costa Mesa, California

Part of Client Quality Assurance team responsible for testing WorkFlo / ICR (Intelligent Character Recognition) software running on the IBM RISC series 6000 server platform. Interacted with other QA members, development, customer service, documentation and marketing. Identified software bugs, verified software fixes, and final media, investigated problems from the field, creating, updating and closing Software Trouble Reports on the VAX database. Installed software and configured PCs for testing against multiple client and server releases. Tested at sanity, longevity, negative testing functionality, regression, stress, and performance levels. Updated the testing procedure and user documentation for accuracy and completeness.

Assured availability of communication data services identified and resolved data communication problems. Installed new equipment, software and peripheral devices; processed appropriate department order forms, attended help desk functions and supported user community in resolving software and hardware problems. In addition to helping the region's mainframe administrator, issued user IDs, reset passwords, performed disk maintenance and PC employee training.