Senior Technical Support Engineer Resume Samples

Description :

1. Delivered front-line on-site and field support to all levels of corporate staff across multiple locations.
2. Guided and coached team of top-flight IT support technicians in addressing and resolving challenging technical issues.
3. Negotiated with and coordinated activities of vendors in resolving hardware and software issues.
4. Formulated, analyzed and delivered reports on support metrics to senior management.
5. Consistently met or exceeded service levels, leading to significant increases in customer satisfaction and retention.
6. Formulated business strategies and coordinated operations for a commercial landscaping company with annual revenue.
7. Director of Operations Developed negotiated and administered contracts.

Experience

10+ Years

Level

Management

Education

Business

Description :

1. Assist in the integration of upgraded software and hardware from previous versions of software / operating systems.
2. Configuration and troubleshooting analysis in response to customer production requirements.
3. Develop and maintain a detailed technical knowledge base for all EFI Fiery Proofing and Inkjet Production Solution applications.
4. Lead point of contact for Jetrion, Tetra Pak, TMS and Epson support processes, escalations and technical support communication.
5. Log detailed reports documenting customer reported issues, action plans and resolutions.
6. Test, organize and report the progress of on-going customer issues using EFI software products in a production environment.
7. Quality Assurance testing of newly developed EFI workflow solution software.

Experience

10+ Years

Level

Senior

Education

Law Enforcement

Description :

1. SQL server and application server architect for multi-national Technical Support Engineering Team Manage, deploy.
2. Develop departmental reports for troubleshooting and data analysis using SSRS.
3. Perform and conduct complex custom analytics as needed by internal and external clients.
4. Provide ongoing performance tuning, troubleshooting, system monitoring and administration of the technical support SQL servers and databases.
5. Design and develop tools to process large data sets and data mining methodologies.
6. Data collection and analysis of multiple databases from internal and external sources.
7. Create and maintain documentation for database configuration and support.

Experience

10+ Years

Level

Senior

Education

BS

Description :

1. Provided technical support to high enterprise Citrix customers on XenDesktop, XenApp, XenServer, Edgesight.
2. Provisioning Service resulted in average annual revenue for Citrix Support.
3. Diagnosed problems related to the Citrix solutions within the Windows Operating System.
4. Provided training to the technical support team on XenDesktop and Edgesight.
5. Created and managed an Edgesight SME team to collaborate and discuss top problems.
6. Mentored engineers on how to handle support cases and difficult customers.
7. Created test environments with Citrix solutions to integrate and validate the integrity of third-party software solutions.

Experience

10+ Years

Level

Senior

Education

Applied Science

Description :

1. Provided phone support to customers for various Tellabs products, specializing in the Tellabs 5500 product lineup.
2. Engaged customers on support tickets and maintained communications until issues were reconciled, including escalated issues.
3. Ability to communicate while actively updating ticketing system in real time.
4. Selected by management to assist in validating and improving new features of the internal customer ticketing system.
5. Identified as a subject matter expert (SME) for creating, developing and presenting internal training courses to other technical support technicians.
6. Advised multiple groups on enhancement of processes used by technical support.
7. Selected as acting manager responsible for supervision of the technical support team.

Experience

10+ Years

Level

Senior

Education

Technology

Description :

1. Primavera Global Business Unit team member - technical interface to customers and partners.
2. Resolving post-sales non-technical customer inquiries via phone and electronic means for Cloud and On-premise customers.
3. Deliver post-sales support and solutions to the customer base while serving as an advocate for customer needs.
4. Facilitating customer relationships for resolution of problems related to the installation, recommended maintenance and use of Oracle products.
5. Providing advice and assistance to internal employees on diverse customer situations and escalated issues.
6. Research and develop solutions to customer issues, and possess in-depth knowledge of several products and/or platforms.
7. Troubleshooting typically involves post-sales support and some degree of network design.

Experience

5-7 Years

Level

Executive

Education

BS

Description :

1. Organize, test, and report the progress of on-going customer issues using EFI products in a production environment.
2. Provide both end-user and OEM technical expertise for the various components of EFI products and services.
3. Answer support calls, e-mails, and technical forum postings for EFI software products.
4. Maintain a working knowledge of industry-standard software, hardware systems, and relevant diagnostics.
5. Log detailed reports documenting customer issues, product issues and other related situations, as well as handle other administrative responsibilities.
6. Experience with using and troubleshooting LDAP, Active Directory, FTP, Twain, and Windows IIS.
7. Superior communication and listening skills to resolve customer issues and concerns.

Experience

5-7 Years

Level

Consultant

Education

Operations

Description :

1. Provided 2nd level support for Storage and Clustering products via incoming calls and emails.
2. Provided workarounds and supplied patches to resolved technical problems.
3. Addressed all customer questions and concerns in an effective and efficient manner.
4. Assisted customers with configuring, upgrades and installation of the Storage and Clustering products.
5. Maintained and supported the customer base in a large-scale heterogeneous UNIX environment.
6. Recreated Storage and Clustering product issues to determine the solution for customers.
   
7. Reviewed documentation for technical content, accuracy, grammar, and ease of use.

Experience

2-5 Years

Level

Junior

Education

Bachelor Of Arts

Description :

1. Worked with GA Manufacturing Engineers to set up production operations in Trim at Lansing Delta Township.
2. Participated in pre-production builds at PPO. Participated in tool and equipment buy offs at OEM's.
3. Supported production operations in Trim from start-up through launch and steady-state.
4. Shift operation required rotating with counterparts as needed to support all 3 shifts.
5. The successful installation of 5 glass cells was ahead of schedule and under budget.
6. Process and glass cells were the first pieces of equipment in the plant that was released to production.
7. Represent customers by filing software bug reports and feature enhancements on their behalf.

Experience

5-7 Years

Level

Executive

Education

M.B.A

Description :

1. IT support personnel for four manufacturing facilities in the Southeastern United States.
2. Provided support and management for approximately 250 workstations, 50 plus servers, and several specialty systems.
3. Setup and maintained several systems vital to the manufacturing processes in a 24/7 environment.
4. Responsible for the support of Radio Frequency and other wireless systems.
5. Performed server backups and print server support for four locations.
6. Planning and implementation of several large projects. Instructed clients in troubleshoot mobile devices.
7. Ensure Enterprise products are of the highest quality by contributing feedback and working with internal teams.
   

Experience

10+ Years

Level

Senior

Education

English

Description :

1. Remedied complicated customer escalations. Executed customer-centric and tailored support solutions.
2. Developed and trained clearer procedures for appliance returns and warranty coverage.
3. Experienced threat protection specialist - Provided award-winning technical support to an international customer base.
4. Collaborated with other departments to improve the customer's experience.
5. Discovered and documented new and ongoing product support issues.
6. The familiarity of computer security best practices and procedures.
   
7. Supplied live and written technical support to customers and field engineers.

Experience

10+ Years

Level

Senior

Education

Design & Production

Description :

1. Supervised other engineers during the performance of EMI/EMC testing on customer hardware when required.
2. Responsible for project and staff from beginning to end of testing. Kept track of employee time and costs during testing.
3. Six Sigma Certified for process improvement to satisfy customer test requirements.
4. Interfaced with engineering disciplines, operations personnel, customer representative, technicians, and other internal/external organizations.
5. Supported hardware testing in the many Environmental Chambers located within the lab.
6. Operated TILE and HP automated testing software.

Experience

5-7 Years

Level

Executive

Education

Associate