Escalation Support Specialist Oscript/Livelink @ OpenText

Working as part of the European escalations team for Content Server at Open Text. This involved resolving complex and critical issues raised by customers and partners that have been escalated from the level two support team. This also included working with development to get timely and effective fixes where necessary. Examples of key areas I was responsible for were Content Web Services, Builder/Oscript, performance issues, SQL Server tuning, DB Verify and debugging data integrity issues, Case Management Framework, Facets and the Distributed Agent. I was also responsible for providing training to level two colleagues in specialist areas and writing technical documentation on new technology and features.