L2 Support Engineer – IBM Content Manager OnDemand (CMOD) and Content Manager Enterprise (CM8)

• Delivered L2 production support for IBM Content Manager OnDemand (CMOD) and CM8 across AIX, Linux, and Windows environments.

• Diagnosed and resolved complex issues involving Library Server, Object Server, OnDemand Web Enablement Kit (ODWEK), and arsxml components.

• Performed advanced log and trace analysis (ODWEK, server trace ALL=15) to identify root causes and drive timely resolution.

• Supported integrations with enterprise platforms, including ICN, and web-based client applications.

• Executed installation, configuration, patching, and upgrade activities for CMOD systems.

• Collaborated with L3 engineering and development teams to escalate defects and ensure resolution of product-related issues.

• Collected and analyzed diagnostic data (e.g., arssupport.zip) to support troubleshooting and problem determination.

• Provided performance tuning recommendations and conducted system health checks to improve stability and efficiency.

• Supported and troubleshot storage integrations, including knowledge base articles, and troubleshooting guides to improve team efficiency.

• Managed support cases in accordance with Service License Agreement (SLA) requirements, ensuring timely updates and customer communication.

• Partnered with cross-functional teams (infrastructure, database, application teams) to deliver end-to-end solutions.

• Compiling, Installing, Configuring, making recommendations for hardware, OS, and applications.

• Troubleshooting system and network problems and diagnosing and solving hardware or software faults.

• Providing support, including procedural documentation and relevant reports.

IBM FileNet Content Engine Tooling Development.

• Developed Content Engine Bulk Import tool (CEBIT) a high-volume, high-speed solution using Java, enabling users to quickly insert batches of document images into IBM FileNet® Content Manager.

• Developed safe shutdown mechanism to help CEBI tool to wait for all threads in complex multi-threaded runtime environment to complete before shutting down CEBI gracefully for security purposes

• Designed and implemented multiple values properties such as Choice Lists and Binary Lists, which allowed customer use of multivalued properties variables in CPE’s Document Class Attributes.

• Provide solution for Apache Middleware Health Check (MHC) which verified and reported potential security and compliance issues related to Apache installation on installed INoC systems.

• Served as Java and Unix subject matter expert (SME) to provide solutions for customer issues.

Product Installer Development

• Designed CM85 build environment for installation code. Wrote multiple Makefiles and build scripts to optimize and speed up the CM Installation build process considerably.

• Designed and implemented the custom Ad-hoc tool using Java and Bat/scripts to upgrade or downgrade the OIT component on CM systems on a large scale.

• Designed file lay-down structure and configuration flow chart for quality installation program.

• Created the multiplatform installations using InstallAnywhere application.

• Automated the regression test process for CM installation to validate code fix.

• CM installation Level3 support. Provide problem analysis and solutions for customer issue.

C/C++ Code Porting and Process Automation.

• Ported CM81 Library Server C/C++ and embedded SQL code from windows platform to all Unix

• Wrote Makefiles and tmk build driver to allow the Windows and AIX/Linux.

• Automated the process of creating new ODE development environment for the Development team.

• Automated the installation process to deploy a new build driver for QA process.

• Automated the process to create build environment on multi-platforms.

• Designed and implemented the Import/Export Migration Utility tool in C language embedded DB2 SQL

• Provided Library Server Level 3 support for all customer issues.