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