Summary
Application Support Engineer with extensive experience solving customer problems related to embedded operating systems, TCP/IP,
programming support, defect triage, quality assurance, and training. Demonstrated expertise fixing software defects, updating
documentation with supplemental updates, facilitating forums, and creating relevant articles. Unique ability to analyze complex
networks/systems into understandable, solvable issues. Strong communications and interpersonal skills; sells ideas persuasively both
verbally and in writing. Consistently recognized and rewarded for customer support excellence by customers, management and colleagues.
Operating Systems: Linux WXP, WIN7, WIN8
Network Protocols: TCP/IP, SNMP, SNTP, SMTP, SSL, HTTP, HTTPS
Languages/tools: C, java, python, XML, DOM, salesforce, JIRA, cvs, make, tcl, ASCII, HTML, CSS, javascript
Competency in C, Shell, java, python, HTML, XML, DOM
Selected Career Accomplishments
* Reduced average customer “fix” time by 50% through triage efforts, getting example applications to development engineering and the
development of white paper and applications ultimately having ready made answers to customer questions.
* Assisted large manufacturing distributor of intelligent power strips with modifications to application to get the system time by SNTP
or real-time clock on his module, depending on whether or not SNTP server is available.
* Debugged and fixed two problems in web server component of company product that caused hangs when browser was continually connecting
and disconnecting with web server.
* Produced paper describing a method for creating self-signed SSL certificates for use with the web server, the SSL client or server and the SSH; document used by customers for producing their own self-signed certificates.
* Identified that the iDigi(original cloud based product) name was being used as a noun rather than an adjective (iDigi Cloud Services);
using it as a noun in company documentation could result in iDigi becoming public domain and company attorney agreed. All product documentation was changed to protect product brand.
Experience
Digi International, Waltham, MA 2000- February 2015
Applications Support Engineer III (2006 – February 2015)
Principal Software Engineer, Sustaining Software Engineering (2000-2006)
(NetSilicon, Inc., a subsidiary of Digi International)
* Successfully assisted customers on the phone, via email, web portal and a support forum with design questions, problem reports and
installation issues.
* Quickly triaged problem reports, from a Salesforce-based tracking system and created internal defect reports in a JIRA-based tracking
system. JIRA reports contained, example applications, test tools, network traces and anything else required to identify and fix the
defect, greatly decreasing the time to get to a solution.
Jeffrey Z. Wolf continued Page 2
* Accurately delivered solutions to customers via phone, email, web portal or support forum as needed. Solutions were fully formed
including source code and/or libraries and documentation.
* Methodically debugged defects to root cause and generated full solutions, including source code and updated documentation, updated the
source code into the repository, tested solutions and delivered fixes to customers.
* Fully tested solutions produced by development engineering, including inspecting so...
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