Marcel Dufour Email & Phone Number

Moncton, New Brunswick, Canada

Fredericton, New Brunswick, Canada

- Oversaw next gen teams, coordinated global efforts to deliver data pipeline components- Set project expectations and ensure deadlines are met.- Analyze, problem solve, and research project elements as required.- Lead and coordinate project activities from initiation to closeout- Architecture overview- People management including hiring, attrition, stress and personal leaves

Fredericton, New Brunswick, Canada

- Oversaw NA L3 development support, which consisted of providing code level knowledge assistance to the Support organization. The team was also responsible to provide debug and hotfix solutions as well as coordinating interim fixes to the field.- Navigated many high visibility customer escalations, provided orchestration on critical issues, including vulnerability fixes.- Stakeholder on change control release board and sign off process for GA- Employee performance review and… Show more - Oversaw NA L3 development support, which consisted of providing code level knowledge assistance to the Support organization. The team was also responsible to provide debug and hotfix solutions as well as coordinating interim fixes to the field.- Navigated many high visibility customer escalations, provided orchestration on critical issues, including vulnerability fixes.- Stakeholder on change control release board and sign off process for GA- Employee performance review and guidance on career progression Show less

Fredericton, New Brunswick, Canada

- Validate tooling requirements and evaluate business need for new requests- Manage team priorities and workload- Ensured code and quality gates are satisfied- Represented tooling team at IBM NA MasterClass in Florida- Lab Advocate for enterprise customers

Fredericton Nb

- Delivered Extensive and comprehensive QRadar SIEM support to the world's largest SIEM deployments by providing strong knowledge with the ability to quickly assess all facets of highly complex environments with an aptitude to optimize efficiency, content rule logic, parsing enhancements, load balancing, and OS management contributing to diffusing high profile severity 1 problems- Developed a strong relationship network with QRadar Development, Product Management, Quality Assurance, Sales… Show more - Delivered Extensive and comprehensive QRadar SIEM support to the world's largest SIEM deployments by providing strong knowledge with the ability to quickly assess all facets of highly complex environments with an aptitude to optimize efficiency, content rule logic, parsing enhancements, load balancing, and OS management contributing to diffusing high profile severity 1 problems- Developed a strong relationship network with QRadar Development, Product Management, Quality Assurance, Sales, and Support teams enabling accurate release target dates for customer delivery.- Delivered weekly ticket review to ensure that problem tickets are remaining active and progressing.- Worked with support management and product management to set accurate release targets to deliver to customers- Improved OEM partnership by developing and delivered on-site technical training in conjunction with hosting weekly status meetings.- Established a support team and mentored all new hires for the Saint John New Brunswick office.- Oversaw restructuring of World Wide Support organization based on Agile Methodologies- Presented support tools to the QRadar European Users Conference and the North American IBM Security Master Skills University San Francisco and Florida Show less

- North American DocuShare technical support- Primary focal for Unix and PostgreSQL- Primary duties consist of implementing and maintaining server class enterprise content management software within complex multi-platform clusters- Troubleshooting complex critical outages which includes analysis of debug level server application logs, network packets, and Windows client java logs- Configure and identify security vulnerabilities over the network, OS, and application level… Show more - North American DocuShare technical support- Primary focal for Unix and PostgreSQL- Primary duties consist of implementing and maintaining server class enterprise content management software within complex multi-platform clusters- Troubleshooting complex critical outages which includes analysis of debug level server application logs, network packets, and Windows client java logs- Configure and identify security vulnerabilities over the network, OS, and application level - Personal incident closure rate of over 98%- Interacting mainly with network and system administrators and engineers- Windows, Linux, and Solaris platform support- MS SQL, Oracle, and PostgreSQL database support- DocuShare Windows Client support- Traffic routing and load balancing through webservers- Creating and modifying Shell scripts- XML customizations- Liquid BPM workflow programming- Autonomy IDOL search server troubleshooting and configuration Show less

- Lead developer on a national corporate initiative utilizing Lean Six Sigma methods- Developed and designed an innovative application, through all stages of the software development life cycle, which analyzes and generates cost savings opportunities for existing customers- Collaborated with several tiers of management, service and sales- Developed and delivered training and provided support for the application to Xerox managers and analysts throughout two successful pilot phases

- Software application installation and support for Xerox technicians- Hardware support and cell phone setup and support for Xerox technicians- Updated and managed internal support knowledge base

- Hardware and software application installation and support- Network configuration and management- Printer management- Network Security Support- User profile configuration

- Hardware and software support for Irving retail sites in North America- After-hours financial credit support- Technical computer hardware and software support for Irving office users- Network security support- Server application monitoring

Software quality assuranceFunctional specification designTest case design and testingAutomation design and testingExperience with J2EE application serversWorked closely with Development Support ServicesWorked closely with Software DevelopmentWorked closely with Engineering