John Perry Email & Phone Number

As a senior support engineer, I investigate, diagnose and resolve customer software issues for IBM B2B Integrator, interacting with customers in an online, phone and screen sharing capacity and documenting the results of that work. In that role, I'm an SME for protocol issues such as AS2, FTP, FTPS, HTTP, HTTPS, SFTP, and SMTP. I assist customers with all types of issues within the product, including database, performance, installation, security and Business Process Modeling Language (BPML), ranging from informational questions to production down emergencies during office hours and weekend on-call shifts. I train other support engineers, and write articles and supplemental product documentation to simplify the processes used by customers. I prioritize and multi-task in providing support for many concurrent incidents in a demanding, high pressure environment. I assist management with employee scheduling tasks.I am passionate about resolving issues in a timely and complete manner. I lead my department in resolving customer cases, but I believe if the customer has to open another case for the same issue, then I haven't done my job.Outside of work, I am a dedicated adult leader in the Boy Scouts of America to help young people to develop character and life skills. I'm the leader for a group which trains Scouts and adults in first aid skills including basic life saving, CPR and Wilderness First Aid. I also teach adults and youth about leadership, Youth Protection, and the principles of Leave No Trace. I am an enthusiastic (but not skilled) fisherman. I am fascinated by history, particularly the American Civil War.

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  Senior Support Engineer

  Precisely

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  Michigan Technological University

  Technical And Scientific Communication