Keith Choi

About Keith Choi

I am an experienced Application Support Engineer specializing in process improvement, technical writing and mentoring. I react quickly in crisis, notice critical data, remember factual information and bring energy to teams and projects. I have a knack for discovering areas within workflows that need process improvement, both business and technical. I write functional requirements, product requirements and user guides for audiences both technical and non-technical. I have experience in Oracle, SQL, VB, RDBMS, Windows, Linux, HTML, testing and debugging. Adopting SDLC (for smaller projects) and agile methods (for complex projects), I filtered and completed bug fixes, created improvements, developed and tested applications for incoming change requests for over a dozen infrastructure applications. I wrote a complete user guide for a data center infrastructure database application that kept record of 100% of installs and decommissions made in the 19 megawatt, 5 data center system. After providing corporate exposure to the user guide, the number of application users quadrupled and the amount of activity in procurement and capacity planning tripled. When I am not in the office, I enjoy coaching swimming, volunteering at SERVE and managing projects with a group of friends.

Experience

1. Application Support Engineer

   BAE Systems Digital Intelligence

   Mar 2014 — Present

   Quickly gains understanding of product architecture and configurations* Manages escalations, creates/implements proactive measures, reports progress to stakeholders* Provides 24/7 production enterprise applications support to customers worldwide* Exceptional understanding of contractual commitments and consistently delivering within SLA* Sets the bar for managing tickets, mentors new team members; produces & shares knowledge base material* Quickly assesses/reproduces issues, delivers fixes, informs account managers of change requests* SME and software delivery consultant; improved patch delivery process, cutting delivery time by 30%* Managed 4 resources to deliver a software installation for support; created project timeline, gantt chart and task lists to monitor performance; reported roadblocks to upper management* Active member in LCM process and creation of technical documentation* Improved SCM process and induced cross-team collaboration and efficiency* Manages builds, replicated environments and ensures smooth transition of project handovers* SQL, Linux, XML, Web Application Servers, Batch, Windows, Excel, VMWare

Education

• George Mason University

  BS, Computer Engineering

  2000 — 2009

• George Mason University

  Bachelor of Science (B.S.), Computer Engineering

Skills

• Linux
• Git
• Adaptability
• Staff Mentor
• System Architecture
• Regression Analysis
• Javascript
• C++
• Soapui
• Data Center
• Unix
• Close Attention to Detail
• C
• Windows
• Microsoft Excel
• Apache
• Databases
• Networking
• Sdlc
• Xml
• Jira
• Websphere Application Server
• Subversion
• Employee Training
• Itil
• Project Management
• Mysql
• Enterprise Software
• Training Manuals
• A+ Trained
• Technical Documentation
• Technical Writing
• Microsoft Sql Server
• Cross-Functional Team Leadership
• Procedure Manuals
• Process Improvement
• Microsoft Powerpoint
• Operational Efficiency
• Quality Assurance
• Red Hat Linux