Remote Support Engineer Resume Samples

Description :

1. Balanced customer and team priorities with collaboration and participation in projects that require technical support expertise.
2. Supported along with client server architecture, SQL, enhanced troubleshooting with networking tools including Wireshark, and familiarity with multiple database systems.
3. Handled escalated issues, possessed a robust ability to methodically manage time and plan tasks with precision. 
4. Demonstrated advanced strategic prioritization of actions and continually refines these skills. 
5. Exhibited adaptability by integrating innovation strategies to enhance efficiency and productivity.
6. Documented and shared knowledge.
7. Led teams and projects, providing training and mentorship.

Experience

7-10 Years

Level

Management

Education

B.S. in Computer Science

Description :

1. Managed complex customer relationships.
2. Handled high severity cases in Japanese during Japanese non-business hour.
3. Took care of English customer cases if there are not high severity Japanese cases.
4. Provided support to Enterprise customers and partners - Scope a customer’s issue by collecting the relevant facts; investigate the problem by doing own research and by involving other teams as needed.
5. Consulted and collaborated with your immediate peers or colleagues around the world. 
6. Escalated to management as necessary, acting internally as a customer advocate and keeping the customers informed. 
7. Collaborated with management and engineering to resolve service issues.

Experience

5-7 Years

Level

Executive

Education

B.S. in Computer Science

Description :

1. Identified and implemented process improvements to enhance support workflow and customer satisfaction.
2. Mentored level I and II engineers, sharing experiences to enhance team knowledge and efficiency.
3. Ensured that each support request owned by you is handled as per our Service Level Agreement (SLA) and to the highest possible customer satisfaction by setting the right expectations and fulfilling your commitments.
4. Documented technical work and research in detailed and comprehensive manner.
5. Prioritized work to accomplish the most important and urgent requests first. 
6. Worked critical cases as needed on a 24x7 basis or through an on-call model. 
7. Maintained a proactive approach to customer happiness, identifying and correcting customer satisfaction concerns before they become problems.

Experience

5-7 Years

Level

Executive

Education

BS In Computer Science

Description :

1. Led in design sessions and code reviews with peers to elevate the quality of engineering across the organization.
2. Defined, created, and supported reusable application components/patterns from a business and technology perspective.
3. Utilized developer tooling and a variety of Azure tools and services across the software development life cycle (task management, source code, building, deployment, operations, real-time communication) to perform advanced-level Java application design, implementation, and maintenance activities under minimal direction.
4. Consistently shared best practices and improve processes within and across teams.
5. Built and released software baselines, code merge, branch, and label creation.
6. Worked with development teams on CI/CD and feature-flag code management procedures.
7. Collaborated with automated testing teams, monitoring teams, and infrastructure teams to ensure reliable deployments.

Experience

7-10 Years

Level

Management

Education

BS In Computer Science

Description :

1. Resolved dependencies and ensure that deadlines are met.
2. Supported a continuous Integration model by streamlining the code changes, triggering an automated code build and test sequence.
3. Supported a continuous delivery model by automating software build and package migration processes.
4. Created and managed automated YAML-based deployment processes for Java, .NET, or Python solutions.
5. Understood of micro-services-oriented architecture and extensible REST APIs.
6. Built the architecture and design (architecture, design patterns, reliability, and scaling) of new and current systems.
7. Supported JAVA, .NET, or Python development lifecycle for enterprise level applications.

Experience

5-7 Years

Level

Executive

Education

BS In Computer Science

Description :

1. Wrote and implemented scripts in PowerShell, Ant, Maven, or similar build and deployment languages is a plus.
2. Worked collaboratively with development teams with solid verbal and written communication skills.
3. Developed and maintained software deployment processes in a Java, .NET, or python environment.
4. Remote supported engineers assist clients and customers in installing software. 
5. Followed directions to correctly set up software for clients.
6. Worked with clients and customers, remote support engineers provide excellent customer service. 
7. Communicated effectively and listen attentively to customers’ concerns.

Experience

5-7 Years

Level

Executive

Education

BS In Computer Science

Description :

1. Troubleshooted software errors, remote support engineers advise customers on maintaining and managing their software. 
2. Offered tips and advice to avoid facing technical issues, worked with engineering teams to design and implement improvements to software and tools.
3. Dealt with enquiries which can vary from product features, specifications and repairs to configuration assistance, tracked and documented customer and problem information.
4. Provided timely support services to all colleagues, ensuring service levels are maintained and all requests are properly tracked and responded to. 
5. Focused is on maintaining ownership of the issue and providing consistent and timely resolutions.
6. Took part in projects to deliver technical value and expertise to HP’s large customer base, providing technical systems management support, delivering part of a detailed technical design, and/or contributing to the design of technical solutions for customer environments.
7. Provided Remote IT Support to XL Catlin colleagues including but not limited to: Desktops, Laptops, Printers, Telephony, Networks, Remote Access and Core Applications.

Experience

5-7 Years

Level

Executive

Education

BS In Computer Science

Description :

1. Participated on Continuous Service Improvement Plan and Infrastructure Development demand management process with suggestions fed through to Infrastructure Support Team Lead.
2. Worked independently while using standard protocol to respond to more complex customer issues.
3. Provided expert support to remotely resolve hardware and/or software issue for customers, including product calibrations, adjustments, and SW upgrades.
4. Successfully resolved more difficult technical issues (related to hardware and software) from incoming customer contacts and proactive notification systems.
5. Contributed to maintain the Knowledge Mgmt. System (KMS)sharing the knowledge with the rest of the organization.
6. Proactively assisted customers to avoid or reduce problem occurrence.
7. Participated in projects and provides resolution and feedback based on analysis.

Experience

2-5 Years

Level

Executive

Education

BS In Computer Science

Description :

1. Provided information to the RSE about customer presses, we can predict potential press failures, the RSE will provide proactive consultancy and education to customers to prevent failures. 
2. Planned, and scheduled calls to customers under our Preventive support program.
3. Reported and excellent tracking of customers interactions in our systems, updating case notes and systems with all troubleshooting steps performed.
4. Developed a career in a customer support role in a Field Service position.
5. Built an ecosystem with customer and primary field engineers, which should speed up break and fix issues, and consultancy inquiries and will focus on optimization of presses by supporting customers on educational programs and maintenance routines.
6. Played a role in consultancy with our customers on parts info, and specs of the product.
7. Participated in a chosen technical community or profession to continuously expand your technical knowledge, business acumen, and professional network.

Experience

2-5 Years

Level

Executive

Education

BS In Computer Science

Description :

1. Designed, Architected & Deployed Virtualization Solutions such as Microsoft Hyper-V, VMware, and Citrix.
2. Worked with the TSC team in defining the detailed scope and deliverables of the discovery and analysis phase for each project.
3. Acted as a point of contact for the TSC for any communications.
4. Provided the technical and process guidelines to the team members in conducting discovery and analysis.
5. Handled the technical escalations from the team and ensured adherence to the escalation process.
6. Worked with the CoE team members to ensure the timely progress of the work.
7. Tracked the deliverables within the work stream and reported back to the project manager.

Experience

5-7 Years

Level

Executive

Education

BS In Computer Science