MZ / Work notes Resume

Michael Ziolkowski

Technical Support
Engineer

Five years supporting freight rail dispatch and movement-planning systems in Level 1 and Level 2 roles.

The work included on-call incident response, customer bridges, log and database review, production recovery, release validation, Salesforce case ownership, and engineering handoffs.

LocationOrlando, Florida

Recent roleSupport Engineer, Wabtec

StatusAvailable for a new role

Production environment

Real-time transportation systems used by dispatchers and operations teams.

24/7production coverage

7 daysper on-call rotation, typically every 4 weeks

L1 + L2support experience across the same platform family

Issues ranged from dispatcher application behavior and routing workflows to system alerts, database state, process recovery, failover support, and post-change monitoring. During live incidents, I gathered evidence, communicated status, coordinated with customer and internal teams, and kept the investigation moving.

Selected technical initiatives

Things I built for the support team

Internal work is described without employer data, customer information, proprietary details, or case identifiers.

01

Investigation workflow

Defect evidence collection

Problem
Production defect investigations required evidence from several places, and preparation varied by case and owner.
Work
Standardized how logs, screenshots, database checks, timelines, and required artifacts were collected and packaged for engineering.
Result
Reduced selected investigation preparation time by more than 50% and made handoffs more consistent.
02

Microsoft Copilot Studio

Level 2 support agent

Use
Case lookup, SOQL-style queries, internal process retrieval, queue reporting, and operational summaries.
Work
Built and tested the agent around natural-language support requests and approved internal sources.
03

Microsoft Teams

Escalation notifications

Problem
Urgent production issue posts needed quick Level 2 review and a consistent way to surface the important details.
Work
Built a Teams workflow that generated high-priority notifications with message context, sender details, required action, and direct references.
04

Salesforce reporting

Reusable case reviews

Work
Designed reporting workflows for queue reviews, account reviews, engineering handoffs, closure-quality checks, trend analysis, and operational follow-up.
Output
Structured case data for routine reviews without rebuilding the reporting process each time.
05

Python and scripting

Investigation utilities

Work
Created internal tools for log parsing, XML and message extraction, event correlation, latency review, anomaly detection, and cross-shift investigation continuity.
Use
Turned raw technical data into a smaller set of relevant events for review and handoff.
06

Production defects

Engineering handoff format

Inputs
Customer reports, logs, database records, timestamps, screenshots, application behavior, and reproduction notes.
Output
A structured package covering expected and actual behavior, work already completed, and the recommended validation path.

Work history

Support in different environments

Wabtec Corporation

Level 2 production support for freight rail dispatch and movement-planning systems.

Support Engineer

Tata Consultancy Services

Level 1 monitoring and escalation for the GE Transportation and Wabtec contract.

Senior Process Analyst

USSI Global

Technical support for Samsung commercial display systems in restaurants, stadiums, retail, and other commercial sites.

Business Support Specialist

BDS Connected Solutions

Field operations and special project coordination across the Northeast and Mid-Atlantic.

Field Operations Specialist

CDW

Account management and sales support for corporate technology customers.

Account Management

Working set

Red Hat Linux, Oracle, SQL Developer, Salesforce, OpsGenie, DataDog, Zabbix, CheckMK, Microsoft Teams, SharePoint, Microsoft 365, Copilot Studio, Power BI, Python, Bash, XML, ALM, and Rally.

Contact

Michael Ziolkowski

Orlando, Florida
Open to remote roles and opportunities in Orlando and the Space Coast.

michael@mzio.dev linkedin.com/in/mzio Download resume