Summary
Overview
Work History
Education
Skills
Certification
Technical Tools And Skills
Timeline
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Johnny Barry Stewart

Raleigh,NC

Summary

Results-driven Technical Support Engineer with a proven track record at Progress Software Corp, excelling in cloud solutions and incident management. Expert in REST APIs and cross-functional collaboration, I enhanced ticket closure times by 30% through process improvements, while delivering exceptional customer support and mentoring junior engineers.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Technical Support Engineer – Level 2

Progress Software Corp
Raleigh, NC
04.2017 - Current
  • Delivered enterprise-level support for cloud-based and on-prem solutions while participating in an on-call rotation to ensure round-the-clock service availability.
  • Diagnosed complex software and hardware issues using admin consoles, REST APIs, HTTP analysis, and log reviews.
  • Provided high-touch customer support via phone, web chat, and email, maintaining high satisfaction scores and meeting SLA targets.
  • Managed and escalated critical incidents, collaborating with cross-functional teams to implement solutions for internal and external clients.
  • Designed and executed preventative maintenance strategies to proactively resolve recurring system issues.
  • Led process improvements in issue tracking and documentation, reducing average ticket closure times by 30%.
  • Supported SAP license/billing troubleshooting and software configuration with minimal supervision.
  • Utilized ITSM platforms (Jira, ServiceNow, Salesforce) for accurate incident logging, reporting, and case lifecycle management.
  • Developed internal tools for automating repetitive support functions, streamlining resolution paths.
  • Delivered training and mentorship to junior engineers on support protocols and API integrations.

Lead Technical Support Analyst

HCL America Inc.
Cary, NC
05.2015 - 04.2017
  • Provided software and hardware support for diverse technical environments, ensuring smooth service delivery and compliance with internal SLAs.
  • Spearheaded weekly reporting on ITSM metrics, providing actionable insights to leadership and improving client engagement.
  • Drove enhancements to Remedy-based ticketing workflows, aligning tools with support team requirements.
  • Offered real-time guidance to customers and internal users via multi-channel support methods.
  • Assisted in designing and maintaining internal systems, ensuring performance and uptime across departments.
  • Conducted in-depth investigations on recurring technical incidents and developed SOPs to address root causes.

Education

Bachelor of Science - Computer Information Systems

Shaw University
Raleigh, NC
05.2014

Skills

  • Cloud Platforms: AWS
  • Azure
  • Technical Troubleshooting & Root Cause Analysis
  • REST APIs
  • HTTP Requests
  • HTML5
  • Incident & Escalation Management (24/7 On-Call)
  • Identity & Access Management: Okta
  • Azure AD
  • ITSM Tools: Jira
  • ServiceNow
  • Salesforce
  • OS/Platforms: Windows
  • Databases: SQL
  • Customer Experience & End-User Support
  • Software System Monitoring & Maintenance
  • Remote & Onsite Technical Assistance
  • Cross-Functional Team Collaboration
  • Languages & Tools: HTML5
  • Operating Systems: Windows XP–11
  • IAM Solutions: Okta
  • Support Tools: Admin Consoles
  • Remote Access Utilities
  • Log Analysis Tools

Certification

  • CompTIA A+
  • CompTIA IT Fundamentals (ITF+)

Technical Tools And Skills

HTML5, CSS3, REST APIs, Jira, ServiceNow, Salesforce, Remedy, Windows XP–11, Linux, iOS, Android, AWS, Azure, GCP, Okta, Azure AD, SQL, MySQL, Admin Consoles, Remote Access Utilities, Log Analysis Tools

Timeline

Technical Support Engineer – Level 2

Progress Software Corp
04.2017 - Current

Lead Technical Support Analyst

HCL America Inc.
05.2015 - 04.2017

Bachelor of Science - Computer Information Systems

Shaw University

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Johnny Barry Stewart