Jeremy Bumsted Email & Phone Number

Canada

Vancouver, British Columbia, Canada

Vancouver, British Columbia, Canada

Winnipeg, Manitoba, Canada

Winnipeg, Canada Area

Vancouver, Canada Area

• Support Engineer for CA API Management Product Line comprised of CA API Gateway (formerly Layer 7 SecureSpan Gateway), CA API Developer Portal, CA Mobile API Gateway, CA API Management SaaS Portal.• Provide client facing support for a variety of complex issue and requests such as policy debugging, networking issues, database issues and web service/ application issues• Independently manage case load and time between issues ranging in severity and business impacts to ensure superior customer service• Liaise with developers on escalated cases to ensure reporting and resolution of bugs, defects and other cases requiring escalation• Create Knowledge Base articles for known issues, resolutions and how to guides• Answer questions submitted by members of the CA communities; encourage submissions of ideas/ feature requests to be reviewed by product management• Utilize administrative and support oriented resources such as Confluence, Salesforce, ServiceCloud, JIRA and Rally• Day to Day work involving the technologies/tools highlighted below:CA API Gateway, Policy Manager, CA API Portal, CA Mobile API Gateway, CA API SaaS Portal, Docker, RHEL 5,6 & 7, CentOS 6 & 7, MySQL, Cassandra, Docker, VMware, REST APIs, Confluence, JIRA, Rally,

- System Administrator role providing Tier 2 remote and on-site support to clients.- Resolve escalations from Help Desk technicians within Service Level Agreements.- Leverage vendor support to resolve technically challenging issues.- Resolve tickets within defined Service Level Agreement.- Manage Active Directory domains, including DNS, DHCP, Group Policy, User and Group Management.- Troubleshoot and Management of network devices including SonicWALL and Meraki firewalls, wireless access points, and HP switches.- Support of software including Adobe Acrobat, Microsoft Office suite, and other client specific applications- Image workstations and laptops for clients.- Experience working with Connectwise CRM, Labtech monitoring tools.- Participate in on call rotation providing after hours support.- Support Exchange 2007 - 2013, Office 365 and ActiveSync.- Support and Administration of Citrix Servers.- Support and provision VMware and Hyper-V hosts and guest virtual machines.

- Tier 1 and 2 Remote support for clients.- Escalation point for other Tier 1 Help Desk technicians.- Mentor and assist other Help Desk technicians.- Resolve tickets within defined Service Level Agreement.- Manage Active Directory domains, including DNS, DHCP, Group Policy, User and Group Management.- Troubleshoot and Management of network devices including SonicWALL and Meraki firewalls, wireless access points, and HP switches.- Support of software including Adobe Acrobat, Microsoft Office suite, and other client specific applications- Image workstations and laptops for clients.- Experience working with Connectwise CRM, Labtech monitoring and tools.- Participate in on call rotation providing after hours support.- Support Exchange 2007 - 2013, Office 365 and ActiveSync troubleshooting.- Troubleshoot and configure client printers.- Manage and troubleshoot VMware hosts and guest virtual machines.

- Technical support for small business, approximately 20 employees.- Support Microsoft OS and software including Exchange 2010, Active Directory, SharePoint and Dynamics CRM 2011- User training during OS upgrade- Plan and implement projects including workstation roll outs, OS upgrades, and server migrations- Liaise with Vendors and 3rd party support to resolve issues