An Escalation Engineer responds to incoming cases of the client service department as a backup or escalation specialist during peak times. Typical work activities are listed on the Escalation Engineer Resume as – heading problems solutions that need extensive analysis, and troubleshooting, conducting extensive troubleshooting of backend databases, identifying the root cause of data issues, investigating both product and platform issues, responding and analyzing complex inquiries of technical and functional nature; directing clients through issue resolution including customer meetings, status reports, and updates’ recording all customer contacts and activities in CRM systems, adapting response and extensive research as per customer response, and directing clients through issue resolution.
The most sought-after skills include the following – expertise in connectivity and hardware routers, switch, LAN, and WAN; exceptional relationships and analytical skills; the ability to solve critical problems under time constraints; effective oral and written communication skills; and familiarity with relevant technologies and software. A relevant engineering degree is commonplace among job applicants.
Headline : Technical support Escalation Engineer professional with a background in account management, sales, customer service, and leadership. Result oriented leader with a proven ability to excel independently or within a team environment. Apple certified Mac technician proficient in Microsoft Office, E-Commerce and Mac OSX/iOS. Passion for building relationships of trust with customers and clients, helping them assess and meet their needs through top-notch client relation, business development and team building.
Directed Fortune 500 companies in the implementation of Microsoft products and services including Exchange, IIS, SQL, SharePoint .Net and Office products working with key decision makers throughout all phases of the technology rollout.
Resolved corporate software escalations communicated with Microsoft development teams and corporate customers to improve software technologies.
Acted as technical resource to corporate customers, requiring conversational level technical expertise across all Microsoft products and specialized skills in areas of Microsoft technology.
Acted as Microsoft owner of customer's operational health with their use of Microsoft technologies and solutions.
Determined, applied, and managed problem prevention and supportability services to reduce and eliminate operational issues and critical situations.
Coordinated with business partners in the development and maintenance of the enterprise architecture models, mappings, methodologies and techniques which included standards, guidelines and best practices for use across the enterprise.
Maintained and expanded working knowledge of current and pre-released Microsoft systems and products, their integration and methods of support delivery, their product support lifecycles, and their security risks and remediation.
Experience
5-7 Years
Level
Executive
Education
B.S.
Escalation Engineer Resume
Summary : Escalation Engineer is responsible for Designing and implementing debugging tools to assist in diagnosing issues or analyzing a specific file format and/or wire protocol (Exchange RPC, Exchange ActiveSync, OLE Structure Stored Files, EMF Files) Wrote wire protocol parsers to analyze Microsoft-related networking technologies (Microsoft Office & Exchange protocols),Providing a detailed analysis of Microsoft's Open Specifications Documentation competing companies' software architects and senior software engineers.
Skills : Vmware, Hyper-V, MS Exchange, ShoreTel, Antivirus, Active Directory, Group Policy, SAN Administration, Servers.
Description :
Responsible for design and development of the following tasks: Configured mobility features such as mobile voice access, extension mobility, and remote destination profiles in CUCM.
Implemented SIP Trunks to provider via CUBE solutions on 3900s.
Configured and troubleshot inter cluster trunks for CUCM.
Configured Call Manager translations to account for overlapping dial plans.
Troubleshot voice quality issues related to Telecom issues by running debugs on ingress gateways, verifying configurations & carrier issues for PRI or SIP Trunk related issues.
Performed installations, moves, add, and changes throughout the environment and auxiliary locations.
Configured Unity with call handlers, voicemail integration, and auto attendant.
Experience
7-10 Years
Level
Management
Education
High School Diploma
Escalation Engineer Resume
Summary : Over 12+ years of experience in developing, maintaining and supporting IT solutions. Excellent problem solving skills Have exhibited strong leadership skills, interacted with multi-national clients Excellent communication skills, clear thinking, team player, self-starter and ability to articulate ideas Capable of working independently and to motivate a team of professionals. Expertise in agile / SDLC process and activities.
Skills : Service Management, Communication Skills.
Description :
Supported Microsoft customers on Azure Dev environment.
Primarily worked on Visual Studio Team Services.
Conducted between Microsoft customers and Product Group for VSTS service.
Guided Microsoft customers on Best Practices related to VSTS and ALM.
Troubleshoot issues related to Builds and Deployment using VSTS.
Troubleshoot issues around VSTS and AAD integration.
Worked on Release Management Configurational issues.
Experience
10+ Years
Level
Senior
Education
Master Of Computer Applications
Escalation Engineer Resume
Summary : Over 6+ years' experience in the field of IT, Software Development/troubleshooting & QA, Sitecore version Systems Administrator, Database Management. Highly specialized skill set with Sitecore platform. Work closely with Project Management, Software Developers and Systems Engineers for new existing products/application and coordinate between internal staff and partners/end clients.
Skills : MCITP: Database Administrator SQL 2008 MCITP: Server Administrator Windows 2008 Server MCTS: SQL Server 2005.
Description :
Collaborated with Escalation Manager and Escalation Coordinator to ensure that the technical, client facing aspects of the escalated issue are well understood.
Worked directly with customers over email, phone and/or GoToMeeting to gather information and perform troubleshooting activities.
Worked primarily on C#, ASP.NET code to troubleshoot customer reported issues, along with JavaScript, CSS, HTML, and SQL.
Created articles in Knowledge base for future reference.
Analyzed escalated issues in accordance with escalation procedures; follow up with customer/partner for problem resolution and feedback.
Updated tickets on OnTime System.
Expertised in designing ASP.NET based graphical User Interfaces with CSS, JavaScript and HTML.
Experience
7-10 Years
Level
Management
Education
Bachelor's
Escalation Engineer Resume
Headline : High-level account management I have extensive experience in software support, new product implementation, computer networks, and general troubleshooting. Customer retention After graduating from UCSB where I worked in the computer network infrastructure department upgrading the campus networks, I Technical Support transitioned into software support.
Skills : Technical Support, Leadership.
Description :
Presented Demonstrate strong interpersonal and communication skills, while working with diverse audiences including highly technical IT professionals, developers, architects, and executive management.
Wrote defects with the proper preconditions and reproduction steps so that a developer can reproduce that issue in the Local machine Take part in the Monthly Update release processes Triage defect, provide workarounds and write the defects.
Worked closely with product managers and engineers to prevent defects and verify software quality.
Helped/Mentored the lead developers and testers and help them in the testing the fix.
Showed the leadership through the personal responsibility, accountability and teamwork.
Acted as a technical focal point in cooperative relationships with other companies.
Handled/Managed crisis situations that may involve technically challenging issues and diverse audiences.
Experience
5-7 Years
Level
Executive
Education
MS In Computer Applications
Escalation Engineer Resume
Objective : Detail-focused Escalation Engineer professional with strong hardware and software configuration background. Expertise in diagnosing problems and quickly servicing applications in multiple OS platforms and high security environments. Excellent customer service skills, providing outstanding on site assistance, email, and telephone support. Able to work independently in self-directed work environments or collaboratively in teams.
Skills : Interpersonal Skills, Supportive Skills.
Description :
Delivered escalation desktop support, via email and telephone, for worldwide clients at a major financial company.
Handled all calls not resolved by overseas help desk within ten minutes.
Efficiently handled escalated technical calls for most of the company's financial solutions including Investment Management, Institutional Equity, Investment Banking, and Hedge Fund Management Provide comprehensive system support, configuration, maintenance, and training for company's clients and employees.
Implemented effective customer satisfaction strategies by identifying and eliminating the root cause of client issues.
Provided support of company applications in multiple environments including Citrix, VPN solutions, and other virtual environments allowing for seamless integration of the products.
Supported installations of mobile applications on multiple Blackberry operating systems as well as in BES environments.
QA tested new product builds and provided developers and packaging teams with detailed bug reports for review and consideration.
Experience
2-5 Years
Level
Junior
Education
MS In Information Systems
Escalation Engineer Resume
Summary : Highly accomplished, motivated and innovative Escalation Engineer professional with 9 years of extensive experience in product management assessing and identifying market needs, developing and implementing focused strategic plans, managing product portfolios and new product development, and effectively launching profitable products to the market.
Skills : Leadership, Developing Skills.
Description :
Resolved 3rd level technical support issues in all aspects for Microsoft TV Advanced.
Helped software and hardware development partners deliver their latest version of customized Microsoft TV Advanced on their set top boxes.
Interpreted code to isolate problem areas and reproduced cases to provide answers to technical support requests.
Setup demonstrations of Microsoft TV Advanced products.
Interfaced with Software Development, QA, Product Engineering, Broadband Services and Product Support Services.
Worked in the development environment of all development set top boxes within the Platforms Engineering.
Helped train new Engineers set up and troubleshoot their set top boxes.
Experience
7-10 Years
Level
Management
Education
MBA In Computer Engineering
Escalation Engineer Resume
Objective : Over 15+ years' successful experience in customer support and Systems/Network engineering with recognized strengths in problem-solving and trouble-shooting. High sense of urgency and empathy for customer issues and management concerns. A team player. Builds good relationship in cross functional settings. Available to participate in 24x7 engineering support rotation.
Skills : Emc Storage, Netapp Storage, Windows Domain Administration, Linux Administration, Vmware Administration.
Description :
Included resolving escalated storage, network, and virtualization issues in two separate labs.
Troubleshoot escalations from the Global Technical Support organizations.
Leveraged the Linux Core dumps and Logs to identify the code BUGs and when called for, delivered the BUGs to development for patch creation.
Remote controlled customers DataCenters in the events that Technical Support failed to identify and resolve.
Always trained Technical Support during the sessions to strengthen them for future cases.
Operated lab filled with NetApp products, VMware ESX servers, Cisco UCS systems, Flexpods, Cisco and brocade switches and routers, Fiber Channel fabrics and more.
Used all of it to configure and reconfigure as needed to replicate customer environments to reproduce issues and data collect for advanced root cause analysis.
Experience
2-5 Years
Level
Junior
Education
Bachelor's In Computer Science
Escalation Engineer Resume
Headline : Highly qualified Escalation Engineer with experience in the industry. Enjoy creative problem solving and getting exposure on multiple projects, and I would excel in the collaborative environment on which your company prides itself.
Skills : Microsoft Office, Unix.
Description :
Helped remove obstacles that imped the resolution of escalations, and creating workarounds.
Communicated the action plan to management, customers, and internal teams as required.
Worked Ibrix storage products issues.
Remotely helped resolve issue by working with Customers and Local team to help resolve different type of storage problems.
Looked at logs to determine if the problem is hardware or software.
Worked as a teleworker.
Quickly recognized as a group expert in VMware environments as well as Data Unavailability and Data Loss scenario resolutions.
Experience
5-7 Years
Level
Executive
Education
Vocational In Technology
Escalation Engineer Resume
Summary : Analytical well rounded Escalation Engineer professional adept at resolving complex system and network issues, Critical thinker who addresses customer business and support requirements quickly and consistently, Exceeding performance standards, Recognizing for accuracy, attention to detail, technical competency and timeliness in identifying and managing diverse architecture challenges.
Skills : Attention to detail, Analyst.
Description :
Responded to escalated customer issues with NetApp NAS/SAN storage systems.
Identified and resolved issues within the WAFL file system pertaining to aggregates, LUN's, volume's and snap mirror technology.
Troubleshoot Networking challenges for FLEX POD, storage zoning and connectivity.
Resolved software challenges with Data ONTAP.
Supported sales and professional service teams on new deployments within customer environments.
Conducted root cause analysis investigation for storage challenges.
Worked heavily with replication to remote sites and Recovery of Data Centers.
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