# Tam Tran > L2 Software Support Engineer Location: Cupertino, California, United States Profile: https://flows.cv/tamtran Hands-on and skilled in all facets of enterprise software development life cycle (SDLC) including coding, building, installing, testing (functional, integration, system, and regression) and maintenance. Enthusiastic team player, dedicated to streamlining processes and efficiently resolving project as well as customer issues. Expertise in Unix shell scripting, creating complex automation shell scripts for builds, installation and tests. Create and maintain complex integrated build environments using build scripts and Makefiles. Proven history of collaborating with multiple development and QA teams, ensuring all components are well integrated and meet performance specification. Track record of creative problem-solving for results that exceed business and customer expectations. Develop strong client relationships using excellent interpersonal communication skills. - Software Design and Development - Technical and End User Documentation - Build and Installation Automation - Customer Support and Issue Resolution - Problem Analysis Resolution - Quality Control TECHNICAL SKILLS Languages: Java, Python, Unix Shell Scripts, C/C++ Programming. Platforms: Windows, Unix Environment. Applications: Eclipse IDE, Microsoft Visual Studio C/C++ IDE. Databases: DB2 UDB. Tools: InstallAnywhere IDE to create multiplatform installers. Others: C Programming Utility Make, ClearCase, ClearQuest, and Rational Team Concert (RTC) for source code control. ## Work Experience ### Software Engineer @ UNICOM Global Jan 2022 – Present | United States 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. ### Software Consultant @ Self Employed Jan 2016 – Jan 2022 | San Jose • 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 Java Software Developer @ IBM Jan 2011 – Jan 2016 | San Jose, California 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. ### IBM CM8 Installation and Configuration @ IBM Jan 2005 – Jan 2011 | San Jose, California 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. ### IBM Content Manager Build and Release Engineer @ IBM Jan 2002 – Jan 2005 | San Jose, California 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. ### IBM AIX Unix Kernel Developments – Logical Volume Manager @ IBM Jan 1999 – Jan 2002 | San Jose, California • Coding analysis, AIX Unix kernel in C programming and Unix Korn shell for High Level commands. • Developed and designed code for new Logical Volume Manager commands and intermediate commands level in C environment and high level commands in shell scripts. • Enhanced new options for Logical Volume Manager. • Designed and implemented new FVT test case to provide a framework for translator to validate work as well as to ensure correct usage of the message facility and uncover presentation errors. • Used DBX debug tool to diagnose defects in the complex C code structure. • Wrote complex automated FVT test script for Functional Requirement Specifications. • Performed Functional Verification Test (FVT) on new code functionality. • Embedded detail error messages into the existing LVM commands to log out meaningful messages to improve customer's problem analysis. ## Education ### Bachelor of Science in Computer Engineering, Computer Engineering California Polytechnic State University-San Luis Obispo ## Contact & Social - LinkedIn: https://linkedin.com/in/tam-tran-8608a836 --- Source: https://flows.cv/tamtran JSON Resume: https://flows.cv/tamtran/resume.json Last updated: 2026-04-10