John Bustos provides his qualifications and experience as an engineer support specialist and business analyst. He has over 6 years of experience in desktop support, hardware troubleshooting, and working with technologies like Windows, SQL, and virtual machines. His experience also includes over 6 years analyzing business requirements, testing software, and implementing systems using methodologies like Agile and Waterfall. He is bilingual in English and Spanish and has a bachelor's degree in computer science.

1. John Anthony Bustos
5303 Calistoga | San Antonio, Tx. | 78228
Phone:” (210) 251-8768 | johnbustos@carefusion.com
Engineer Support Specialist
Qualifications
Key Skills
 Bilingual - fluent in Spanish
 Maintain proper process documentation
 Make, build and keep rapport with co-workers,other teams and customers
 Proven track record in providing award winning customer service
 Ability to plan,coordinate and prioritize work with outstanding organizational,detail oriented,proactive,
 Effective verbal and written communication skills in a fastpaced environment.
 Strong interpersonal skills
 Ability to multitask in a fast paced environmentand under stress,while maintaining an emphasis on qualityand
accuracy
 Ability to work independentlyor in a team environment with minimal direction and simultaneouslylead
 Ability to lead by example and motivate others
 Ability to adaptto changing organizational and operational needs
 Ability to handle troubleshooting calls thatinclude butare not limited to:
o hardware upgrades,
o local software installs,
o printer,
o scanner,
o other peripheral installs,etc.
 Ability to maintain confidentialityand discretion in business relationships.
 Contributed to improve ticket stats,quality assurance scores,and the knowledge base for the team
 Bachelor’s degree in Computer
Engineering
 Functional knowledge ofcore protocols such as TCP/IP, SSH,
SMTP, NFS, Ethernet, DNS, LDAP, and network trouble-shooting
skills,IP Tables
 6 years Windows XP/ 7,and 10 support
experience
 Knowledge of Exchange Server 2010,2013
 Experience with VMware environment  6 years of hardware troubleshooting
 6 years of Problem solving/
troubleshooting ofapplication
installations or removal
 Symantec NetBackup
 6 years Desktop SupportAnalyst
experience
 Experience with Active Directory(troubleshooting creating policies or
groups etc)
 Knowledgeable with SQL Databases
(Oracle, MySQL, MS SQL)
 Knowledge ofWindows Server System Administration
 Knowledge ofIIS  Knowledge ofSAP

2. Technology Skills
 Operating systems:Windows NT/XP/2000/Vista/7, Macintosh, Linux
 Windows Server: 2003, 2008, 2008R2, 2012, 2012R2
 Languages: C, C++, Java, SQL, UML
 Networking: Knowledge of TCP/IP, DNS, and DHCP
 Project Methodologies: Waterfall
 Business Modeling tools: MSVisio, MS Project, Rational Rose
 Documentation tools: MSWord, MS Excel, MSPowerPoint
 Database: MySQL(restore, backup, queries and plan for crash and recovovery), MS Access
 Requirement analysis tools:Rational Requisite Pro, Quality center
 Change management tools: Rational Clear Quest, Rational Rose
 Testing tools: Mercury (HP) Load Runner, Test director
WORK EXPERIENCE
CareFusion
Senior Support Specialist
May 16th thru Present
 Support Pyxis ES Product
 Provide team assistance whether internal or external
 Constantly in contact with customer for updates on cases
 Utilize SAP to create cases and log step by step process on resolution
 Use Bomgar to connect to Servers, Med ES, or Pyxis AES devices
 Knowledge on how the data flows from ADT to Med ES Station
 Knowledge of Active Directory
 Understand how to read XMLMessages
 Utilize SQL knowledge to backup, restore, and write sql select queries
 Constantly learning by doing internal testing of our Pyxis Products
 Install, uninstall, and repair Med App on devices
 Utilize thefollowing web or app resources to resolve cases in a timely manner:
o Knowledge Article
o Data Fusion
o SAP
 Run health check and Size and Purge for visibility of devices communicating with server
 Work with minimal supervision
 Conducts problem analysis, provide timely and accurate resolutions for complex issues and requests escalated from the
integrated support teams regarding Pyxis client server technology stack and hardware remotely by using:
 SQL Server Management System(SSMS)
 SQL Server Reporting Services (SSRS)
 Backup and Recovery
 IIS
 VMWare
 Bomgar
 Wireshark
 Baretail
 Application Event Logs
 Scripts
 Powershell
 Interpretation of HL7 messages
 Interpretation of XMLmessages

3. Business Analyst
EJ Ward - November 1, 2010 to May 09, 2016
• Write detailed description of user needs, business rules, user acceptance criteria, and steps required to develop or
modify proprietary programs.
• Study high level design documents and flow charts and interact with functional managers to clarify issues upon
business requirements.
• Participatein thetest process through test review and analysis, test witnessing and certification of software.
• Utilize ETL documents for loading process of data
• Configure programs to run in scheduled task for EDI transactions between Fuel ControlTerminals and Server.
• Define and document any necessary modifications needed in order to get a proper scopeof a project for development of
prototypeof theprogram.
• Take part in testing an OS updates that run our CPU boards on our Fuel Control Terminals.
• Worked extensively with MSExcel and MSaccess.
• Facilitate gathering information needs and functional requirements with internal and external clients
• Write detailed description of user needs, business rules, user acceptance criteria, and steps required to develop or
modify computer programs.
• Participatein thetesting process through test review and analysis, test witnessing and certification of software.
• Work with Business Partners and Business Analysts to analyzeand assist developers in debugging.
• Created supportivedocuments about ETL for loading process of data
• Proposed systemintegrated structureand process models
• Conducted ROI analysis and GAP analysis of the business process
• Created set of EDI transactions using HIPAA 5010 principles
• Defined and documented scopeof the project for development of prototypeof thesystem
• Business Requirements Document and User requirements document developed using MSVisio and MS Word
• Developed test plans and test cases based on thetest strategies
• Proposed testing team guidelines in quality based on the test strategies
• Analyzed clients systems and business processes.
• Established a Business Analysis methodology around the Waterfall methodology.
• Developed UMLUseCases using Rational Rose and developed a detailed project plan with emphasis on deliverables.
• Researched the various steps in thelifecycle and then constructed the systemin a way that thehigh risk customers
would be easily identified and monitored.
• Streamlined several data streams and mapped then into the new system.
• Assigned tasks among development team, monitored and tracked progress of project following Agile methodology
• Track and manage all Change Requests, using Rational ClearQuest.
• Maintained and tracked stakeholders requests for enhancements and changes using Unified Change Management tool
(UCM) such as Rational ClearQuest
• Coordinating and Developing QA activities.
• Assisted in creating a High level Request for Proposal(RFP).
• Conducted presentations of the QA test results with analysis to clients and users and documented modifications and
requirements.
• Conducted UAT;facilitated discussion between business team and QA team on determine the test requirements and
pass/fail criteria; documented and reported user feedbacks to management team.
• Involved in initial phaseand prepared vision statement and initial data models that contain Business Requirement
Documents and supportinga document that contains the essential business elements and detailed definitions.
• Assisted in building a Business Analysis Process Modelusing Rational Rose and Visio.
• Performed extensive Requirement analysis and developed use cases and workflows.
• Played a key role in the planning, User Accepted testing, and Implementation of systemenhancements and
conversions.
• Provided key input in working with users in defining project and systemrequirements.
• Developed strategic partnerships with thebusiness units to develop a solid knowledge base of the business line;
including the business plan, products, and process and revenue streams.
• Documented and delivered Functional Specification Document to the project team.
• Conducted JAD sessions for communicating with Upper Management.
 Environment: MSOffice, SQL, Java, Windows 7 or greater, ODBC

4. Education and Credentials
EDUCATION
Associates in Engineering
St. Philip's College - San Antonio, TX
2004 to 2006
Certificate
St. Philip's College - San Antonio, TX
2010 to 2011
Bachelor of Computer Science in Computer Science
St. Mary's University - San Antonio, TX
2006 to 2009