Seamus Barcoe
Support Engineer. App Support. Coder. Problem Solver.
Technical Support Engineer | Application Support Expert | System Support Analyst | Solving Complex IT Challenges
About Me
I’m Seamus Barcoe, a Technical Support Engineer and Systems Support Analyst with 10+ years of experience supporting large-scale enterprise environments across VMware, AWS, Linux, and complex application and database troubleshooting.
I began my career at VMware supporting vSphere production environments, then moved to Wells Fargo where I supported VMware infrastructure at massive scale, helping maintain high availability across 100,000+ VMs and 5,000+ ESXi hosts. I later worked at ScienceLogic as a Tier 2 escalation engineer for the SL1 monitoring platform, partnering closely with Engineering and R&D on high-priority issues. At ServiceNow, I focused on platform performance and reliability, including deep troubleshooting across MariaDB and full-stack diagnostics using observability tooling.
Most recently, I supported Broadcom’s VMware Cloud on AWS at HCLTech, delivering advanced troubleshooting across VMC, vSphere, ESXi, and Aria, with a strong emphasis on incident ownership, root cause analysis, and customer outcomes.
Quick Facts
Current Role
💻☁️🖥️ Technical Support Engineer at HCLTech (Broadcom - VMware Cloud on AWS)
Education
🎓 Technological University Dublin, BSc in Computer Science
🏫 Presentation College, Bray, Co. Wicklow, Leaving Certificate
Certifications
☁️ AWS Certified Solutions Architect
🖥️ VMware Certified Professional (VCP)
🪟 Microsoft Certified Professional
🌐 Cisco CCENT
Location
- 🇮🇪 Co. Kildare, Ireland
- 🌍 Remote & Hybrid Experience
Interests
Skills
Technical Support Engineer with 10+ years of experience in enterprise IT infrastructure, specializing in VMware, AWS, Linux, and cloud-based production environments. Focused on troubleshooting, performance optimization, and high-availability systems.
Virtualization & Cloud Infrastructure
Extensive experience supporting VMware vSphere, ESXi, VMware Cloud on AWS (VMC), and Aria environments. Managed large-scale enterprise infrastructures with 100,000+ VMs and 5,000+ hosts, maintaining 99.9% uptime. AWS Certified Solutions Architect with hands-on cloud troubleshooting and migration support.
Enterprise Systems Support
10 years resolving complex infrastructure incidents across production environments. Experience at VMware, Wells Fargo, ScienceLogic, ServiceNow, and HCLTech. Strong background in storage troubleshooting (SAN, LUN), BIOS and firmware upgrades, performance tuning, and live incident mitigation.
Monitoring & Observability
Advanced troubleshooting using Splunk, Grafana, ScienceLogic (SL1), and ServiceNow tools. Identifying performance degradation trends, memory leaks, heap and semaphore exhaustion issues, and root cause analysis through log investigation.
Application & Database Troubleshooting
Full-stack troubleshooting experience across MariaDB, MySQL, JavaScript applications, and backend services. Strong Linux log analysis skills and structured debugging approach to reduce resolution times and improve system reliability.
Automation & Tooling
Developed internal productivity tools including Tampermonkey extensions and Salesforce plugins to optimize ITSM workflows. Improved case resolution efficiency by over 20%. Comfortable with Python, GitHub, VS Code, and scripting for operational improvements.
ITSM & Incident Management
Managing 30–50+ cases monthly across enterprise environments using Wolken, Jira, ServiceNow, and Salesforce. Strong first-contact resolution rate of 90% and experience in Tier 2 escalation handling and cross-team coordination with Engineering and R&D.
Collaboration & Communication
Experience working in global distributed teams across remote, hybrid, and on-site environments. Delivered technical training sessions, produced documentation in Confluence, and partnered with Engineering teams to resolve high-priority production issues.
Certifications & Professional Development
AWS Certified Solutions Architect, VMware Certified Professional (VCP), Microsoft Certified Professional, and CCENT certified. BSc in Computer Science from Technological University Dublin.
Experience
Over 10 years of enterprise IT experience supporting large-scale virtualized and cloud environments across VMware, AWS, Linux, and mission-critical production systems.
HCLTech (Broadcom)
Technical Support Engineer
Global IT services provider delivering support for Broadcom’s VMware Cloud on AWS platform
Key Achievements
- Delivered enterprise-level support for VMware Cloud on AWS (VMC), resolving 200+ cases across vSphere, ESXi, VMC and Aria environments
- Maintained 90% first-contact resolution rate while managing 30–40 active customer cases monthly via Wolken ITSM
- Conducted targeted internal training sessions to improve team product knowledge and case handling efficiency
- Developed and deployed a Tampermonkey extension to optimize Wolken workflows, increasing case closure efficiency by over 20%
- Collaborated cross-functionally with Engineering and R&D to troubleshoot complex cloud and infrastructure issues
ServiceNow
Technical Support Engineer
Global enterprise workflow automation and ITSM platform
Key Achievements
- Resolved 40+ platform performance and reliability issues monthly across enterprise customer environments
- Improved performance by 20% through deep analysis using Splunk, Grafana and internal diagnostic tooling
- Diagnosed full-stack issues involving MariaDB, JavaScript and backend services
- Performed heap dump analysis and resolved memory and semaphore exhaustion issues to enhance system stability
- Contributed to internal tooling improvements to streamline team support workflows
ScienceLogic
Technical Support Engineer (Tier 2)
Provider of the SL1 monitoring platform for enterprise infrastructure and applications
Key Achievements
- Served as Tier 2 escalation point, resolving 50+ monthly cases on the SL1 monitoring platform
- Partnered with Engineering to identify root causes for 100+ high-priority infrastructure incidents
- Collaborated with R&D to resolve 10+ product bugs and feature requests, improving platform stability
- Designed and implemented a Salesforce plugin to streamline support workflows and enhance operational efficiency
Wells Fargo
Systems Support Analyst
Global financial institution supporting large-scale enterprise IT infrastructure
Key Achievements
- Supported VMware environments comprising 100,000+ virtual machines and 5,000+ ESXi hosts
- Maintained 99.9% uptime through proactive monitoring and performance trend analysis
- Performed 200+ BIOS and firmware upgrades to prevent downtime and optimize server performance
- Streamlined hardware troubleshooting processes across DELL and HP enterprise servers
- Participated in critical on-call rotations to mitigate high-severity production incidents
VMware
Technical Support Engineer
Global leader in virtualization and cloud infrastructure technologies
Key Achievements
- Managed 100+ monthly vSphere production environment cases using Salesforce CRM
- Reduced average downtime by 30% through rapid incident response and live production troubleshooting
- Resolved 50+ storage-related issues monthly including SAN connectivity and LUN resizing
- Performed advanced Linux log analysis to identify root causes and reduce resolution times by 25%
Tech Stack
Enterprise infrastructure, cloud, virtualization, monitoring, and automation expertise built over 10+ years supporting large-scale production environments.
Cloud & Virtualization
Operating Systems
Monitoring & Observability
Web Technologies
ITSM & Workflow Platforms
Databases & Application Support
Automation & Development
Infrastructure & Hardware
Collaboration & Documentation
Let's Connect
Send me a message
Contact Information
Let's connect! I'm always interested in hearing about new projects and opportunities.