Angela Galzerano
Huntsville,AL
Summary
Professional software support technician with robust experience in providing technical assistance and troubleshooting software issues. Expertise in diagnosing and resolving complex technical problems, ensuring seamless user experiences. Strong focus on team collaboration and adaptability, with reliable track record of meeting evolving needs. Skilled in customer service, problem-solving, and utilizing various software tools to deliver efficient solutions.
Overview
6
6
years of professional experience
Work History
Technical Software Support Technician
Sycurio
07.2022 - 01.2023
- Managed approximately 5 incoming calls a day from customers.
- Improved customer satisfaction by providing timely and effective technical support for software-related concerns.
- Collaborated with cross-functional teams to develop and implement software updates, ensuring optimal performance.
- Contributed to the development of user-friendly knowledge-base articles for better self-service options.
- Enhanced software functionality by troubleshooting and resolving complex technical issues.
- Served as a key point of contact for escalated technical support cases, enabling faster issue resolution times.
- Managed multiple concurrent support cases, prioritizing based on urgency and impact to ensure prompt resolutions.
Quality Assurance Engineer
Noble Systems
08.2019 - 01.2020
- Assisted with communicating the test results to Project Managers and Development Leads and partner with Development teams to remediate any uncovered deficiencies
- Worked closely with development manager to create and/or contribute to test plans and test procedures in TestRail
- Defined, developed, reviewed and executed test plans, test scenarios and test scripts based on software project specifications
- Documented unreleased bugs in Mantis and performed manual tests to ensure software reliability
- Performed testing on websites front ends, mobile applications and application back-ends including the following types of testing: regression and failsafe
NOC Engineer Tier II
Ionic Security
11.2017 - 06.2019
- Responsible for ensuring systems availability for customers in our flagship data-centric SaaS data trust platform by immediately responding to critical incidents in our production infrastructure that integrated with Amazon Web Services (AWS), Google Cloud Storage, and Red Hat's Enterprise Linux distribution
- Initiated bridge calls via Zoom and drove communication and teams to ensure uptime of Infrastructure by coordinating with ProdOps to resolve issues within SLAs or without customer impact
- Created, managed, and edited run-books in Confluence for NOC to outline day to day administrative procedures
- Participated in production deployment testing/QA by manually executing testing procedures in Virtual Box to ensure clients can successfully implement usage policies on a per-file basis and permit (or revoke) access to users (or groups of users) after Sprint code deployment across all environments
- Utilized multiple monitoring tools such as CheckMK(Nagios) to oversee activity on Development, Testing, Staging, and Production environments
- Monitored Cassandra nodes to ensure quorum was met using Uptrends
- Monitored flagged IP Addresses in Signal Sciences and determined if escalation was needed to the SOC
Red Hat Linux Server Support Technician
Noble Systems
01.2017 - 11.2017
- Collaborated directly with Cisco technicians, higher-level engineers, and client-side IT analysts to troubleshoot and resolve network or configuration-related issues for PERL and Java-based Contact Center Enterprise Solution Software
- Worked on the Analytics/SMB team supporting Premise, Cloud, and Enterprise clients
- Utilized all available internal and client resources to identify and resolve issues while meeting SLA requirements
- Investigates JIRA and MANTIS for previous occurrences of issues
- Accurately documented tickets in a timely manner to include root cause, problem analysis and steps to final resolution
- Created bash scripts to automate tasks such as restarting FTP processes to send over CSV files before dialing hours
- Interfaced with T-SQL, P-SQL, and SQL
- Plus command-line utilities to query databases for data analysis
- Connected to client sites to provide remote support with the aid of VMware, command line emulators, Webex and Bomgar as well as RDPing to Microsoft-based servers
- Administrative duties included: Retrieving JStacks from the client's database for root cause analysis, grepping logs for errors or warns indicating instability in the system, using SSH/Telnet/RDP to access sites remotely, checking processes with a top/ps command, killing rogue processes that did not restart gracefully overnight, scheduling cronjobs and re-running nightly batch processes as needed, editing config files to adjust load times and FTP settings to re-run files during production, changing permissions on files/scripts for different users, installing and updated packages via yum, tailing relevant system logs for monitoring purposes, g-zipping logs/datastore models and transferred them using scp/sftp files over the network, checking disk space usage on servers that needed cleanup and removed unnecessary files as needed, and troubleshooting database connection issues
- Provided 24/7 On-call support
Education
Bachelors of Human Science - Psychology
University of Alabama
Tuscaloosa01.2016
Associates of Applied Science - Video Game Design and Development
Camden County College
Blackwood, NJ01.2013
Timeline
Technical Software Support Technician
Sycurio
07.2022 - 01.2023
Quality Assurance Engineer
Noble Systems
08.2019 - 01.2020
NOC Engineer Tier II
Ionic Security
11.2017 - 06.2019
Red Hat Linux Server Support Technician
Noble Systems
01.2017 - 11.2017
Bachelors of Human Science - Psychology
University of Alabama
Associates of Applied Science - Video Game Design and Development
Camden County College