Tim Bemis Email & Phone Number

Burlington, Ma

Provide technical support leadership on a global team of engineers in support of customers relying on SonicMQ and SonicESB in their their mission-critical, high volume, complex data processing applications.* Subject matter expert for SonicMQ and SonicESB.* Provide end-to-end technical customer support across a wide-range of industry verticals including Financial, Healthcare and Transportation * Proactively uncover and mitigate product defects that threaten client operations; identify root cause and utilize troubleshooting skills to deliver expert consultation and structure customer-centric solutions to minimize business disruption * Actively streamline processes and implement system and workflow improvements to enhance the team's efficiency; integrate and train new team members on SonicMQ and SonicESB* Report product defects to development with detailed information of the problem, steps to reproduce, and all relevant troubleshooting data (logs, thread and heap dumps...)* Other responsibilities include hosting remote sessions with customers to triage technical issues and collect relevant data, and setting up virtual machines with customer environments in order to replicate issues

Responsible for technical and customer support for a company that supplies products for application development, data connectivity and Web enablement. * Operated in a fast paced customer support center responsible for handling/resolving complex client issues* Handpicked by management team to train new support engineers on solution processes, procedures and protocols * Contributed to worldwide Sonic product forums and represented the technical support team in development meetings* Collaborated with management to identify deficiencies, improve productivity and drive continuous support improvement; reviewed and analyzed escalation cases, and recommended changes leading to a to reduction of RFA’s and escalations* Actively monitored “old case” backlog for all Sonic Support Engineers to assist when needed* Rapidly transitioned roles from Principal Software Engineer to Principal Technical Support Engineer, consistently handling high individual call volume in addition to other duties* Actively keeping up-to-date on new product versions, product changes, and future product offerings* Given multiple recognition awards for outstanding performance

Key contributor in designing, developing, testing and supporting a wide range of critical functionality used within the brokers and clients of Progress Software’s premier JMS implementation, SonicMQ. * Designed and implemented Cluster-wide access to persisted data for JMS Durable Clients, which improved scalability and became a cornerstone feature on which Sonic ESB relies* Prototyped and implemented an enhanced solution for SonicMQ’s Shared Subscription Group feature to increase scalabilty, performance, and to remove the risk of messages being trapped by a disconnected group subscriber* Maintenance and enhancement of network enablement features including: SSL, HTTP, HTTPS, Web Services, and Java Applets* Integration with 3rd Party products such as: JSAFE, JSSE, IAIK, and Actional* Refactored the SonicMQ client to enable the JMS 1.1 Unified Domain compliance * Authored several feature Design and Functional specfications, led review meetings, and incorporated feedback* Partnered on multi-disciplinary teams consisting of Quality Assurance (QA), Technical Support engineers, Documentation, and Field Services, contributing as an expert authority on many areas of the SonicMQ client and broker components

Developer for the CORBA-based Java application server with integrated development environment for developing and deploying web-based business applications.* Member of the original team working to develop a Java Client/Server Application Development Tool* Designed and implemented a set of test utilities for use in benchmarking and scalability testing* Initial engineer to evaluate the Ambrosia source code which became the foundation for the SonicMQ product line; developed an understanding of the code base, set up a development environment, and provided a final code assessment

Part of the initial team to spearhead Progress Software’s initial attempts to provide development tools for Internet Transaction Processing Applications. * Designed and implemented modifications to provide Webspeed Agents the capability of displaying output to a web browser.* Created an API to allow Java applications the ability to directly interface with the WebSpeed Agents using the HTTP protocol

Responsible for the ongoing development of the character mode interface used on multiple UNIX platforms on the GUI Development Team, for the Progress 4GL and Development Tools

Midrange Platform Development Team