My Resume

Highly skilled troubleshooter recognized for proactive problem solving and quick pattern recognition, enabling rapid response to technical challenges and delivering reliable solutions that drive efficiency.

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Personal Information

Warlley Coelho
linkedin.com/in/warlleycoelho

Professional Summary

As a seasoned professional with extensive experience configuring infrastructure software, I specialize in troubleshooting the full stack using the Kepner-Tregoe methodology. I am comfortable working with systems across Windows, UNIX, Linux, Android, databases, batch/shell scripting, ODBC/JDBC drivers, TCP protocol, and AWS. I can read and understand code and am developing my practical programming skills as an intermediate learner. I am actively exploring emerging technologies such as vibe coding and AI query engineering, embracing new challenges in these areas.

With strong analytical and problem-solving abilities, I excel at addressing complex software issues. I communicate clearly and collaborate well across diverse teams, taking pride in delivering exceptional customer service and maintaining attention to detail even in fast-paced environments. Fluent in Portuguese and proficient in Spanish, I bring a multicultural perspective to my work, enhancing my ability to connect and collaborate with colleagues from around the world.

Work Experience

Principal Technical Support Engineer
Progress
January 2023 - Present (2 years 6 months)
  • Providing support for OpenEdge backend products, including configuration and support for OE RDBMS, classic AppServers, DataServers, WebSpeed, PASOE Application Servers, OE Replication, Pro2, OpenEdge Management, SQL92, OE Adapters, networking, and client server connectivity in an n-tier environment
  • Conducting research using documentation, Knowledge Base, bug database, and technical teams via Community forums to effectively troubleshoot and resolve issues
  • Escalating product issues to appropriate product team members and logging product defects and feature requests in corresponding systems
  • Participating in knowledge capturing, including creating new knowledge resources and updating existing ones
Senior Technical Support Engineer
Progress
August 2013 - January 2023 (9 years 6 months)
  • Providing comprehensive technical support for OpenEdge backend products and infrastructure
  • Working closely with Engineering to provide clear and complete information and carry out recommended diagnostic steps
  • Building constructive and effective relationships with peers and communicating assertively and tactfully to resolve conflicts
  • Attending both formal and informal training to stay up-to-date on industry trends and technologies
Salesperson
CORT
September 2006 - July 2013 (6 years 11 months)
  • Consistently achieved monthly sales goals while maintaining required profit margins
  • Developed new client relationships through effective business proposals and quotes
  • Demonstrated strong communication and negotiation skills in client interactions
  • Successfully handled client needs and objectives while upholding company goals

Technical Skills

Linux VMware Microsoft Office OpenEdge Windows/UNIX Databases Batch/Shell Scripting AWS English Portuguese Spanish TCP Protocol

Education

Master of Science (M.S.), Computer Information Systems / Database Management And Business Intelligence
Boston University
2015 - 2017
Advanced degree focusing on database management and business intelligence systems.
Bachelor's degree, Information Technology | Systems Administrator
University of Massachusetts Boston
2005 - 2013
Comprehensive study of information technology and systems administration.
Associate of Arts and Sciences (A.A.S.), Computer Information Systems
North Shore Community College
2007 - 2010
Foundation in computer information systems and technology.
High School Diploma, Cisco Certified Network Associate (CCNA®)
Madison Park Technical Vocational High School
2000 - 2003
Technical vocational education with Cisco networking certification.

Certifications

KCS V6 Practices

Knowledge-Centered Service • Current

Cisco Certified Network Associate (CCNA®)

Cisco Systems • 2003