Use scripting skills to contribute to internal tools.Resolves customer issues in a clear, courteous and straightforward manner.Identifies and solves technical issues with a variety of custom written diagnostic tools.Researches, troubleshoots and resolves complex problems independently.8+ years of technical support experience.Reviewed technical documentation and procedures.Participates in job related training.Define and document technical best practices.Describe solutions to customers accurately and persuasively.Use (TeamTrack/RightNow) ticketing systems to manage and process actions taken.Provided on-call support for critical issues.Created reusable processes, components and tools that leveraged into multiple projects, accelerating developmentprogress.Modified existing software to correct errors, upgrade interfaces and improve performance.Performed regression and system-level testing to verify software quality and function before it was released.Developed code fixes and enhancements for inclusion in future code releases and patches.Contributed to the Perl/Puppet codebase used in the automated deployment of software on multiple virtual machines.Escalated unresolved issues to appropriate level.