SHELDON CHAPMAN

Townsend, MA 01469 | C: 978-302-8265 | Sheldon.W.Chapman@gmail.com

Principal Support Engineer

Loyal and accomplished Principal Support Engineer with 13 years of success identifying and resolving complex technical and customer support issues. Consummate troubleshooter with strong verbal and written communication skills who communicates effectively with customers to identify and find solutions to time-sensitive, mission-critical issues. Personable IT professional with experience leading team members and taking the initiative to complete special projects.

Highlights
Working Knowledge of Red Hat Linux, Unix and Windows operating systems Shell scripting Excellent written and oral skills Troubleshooting MySQL and Oracle databases Team leadership Customer Support Internet protocol Routing/switching technologies: RIP, OSPF, BGP and MPLS Troubleshooting MySQL and Oracle databases Team leadership Experience with meeting internal and external SLAs Java, C/C++, Perl, SOAP, XML, HTML, DHCP/DNS, Ethernet, TCP/IP, HTTP, SSL Firewall proficient Familiarity with virtualization (VmWare and Solaris Zones) Spectrum Network Analysis Fault Management software expert CA Embedded Entitlements Manager expert

Awards at Computer Associates

Received a "Customer Service Excellence" award in 2011 for preventing downtime for Spectrum customers. Recipient of the "Write for Success" award in 2010 for contribution of knowledge base articles. Recipient of the "Support Knowledge Expert" award in 2010.

Experience
Principal Support Engineer 09/1999 to 05/2013 Computer Associates Effectively troubleshot, replicated and resolved complex technical issues for customers who utilize Enterprise Management software. Identified performance issues and bottlenecks in a network environment and researched and constructed solutions. Demonstrated courtesy and strong interpersonal skills with all customer interactions. Communicated clearly with customers, sales, product management and engineering teams to provide solutions to customers. Ensured customer delight by diligently following up on all issues. Collaborated with colleagues across multigeographic groups and time zones. Excelled at resolving complex customer escalations, and dealing with enterprise-level software and Java support. Helped increase customer satisfaction by 19%, from 72% to 91% as measured by customer satisfaction surveys due to implementing stronger customer follow up procedures. Served as a team leader for the Critical Support Team, directing five individuals to resolve the most critical escalated support issues. Created a training program and documentation for troubleshooting issues with Java in Spectrum software.

Education
Certificate in Microsoft Networking Essentials : Microsoft Certified Training Boston University Corporate Education Center Networking Essentials Installing and Configuring Applications Inter-networking with TCP/IP Database Concepts System Administration for SQL Server 1999 Tyngsborough, M A