Technical Support Engineer Resume Samples

Description :

1. Configuring TSM operations like expiration, migration, reclamation, collocation.
2. Define and configure the client and administrative backup schedules.
3. Implementation of the Proxy Server Project rollout nationwide to all the stores Project Planning, Coordination and testing procedures, pilots, scorecards and tasks for implementation.
4. Co-ordinating between Business Partners and application administrators regarding the implementation and testing for critical business applications.
5. Process flowcharting and Documentation including stepwise implementation plan and back out procedures to be followed in case of implementation challenges.
6. Creating and Updating High-level architectural Diagrams using Microsoft Visio.
7. Project Planning, Coordination and Implementation Planning project timelines, testing procedures, pilots, scorecards and tasks for implementation.

Experience

7-10 Years

Level

Management

Education

B.Tech

Description :

1. Offered regional and international client support, customer service, training, and technical resolution via phone, e-mail and remote location for 15 customers with multiple platforms.
2. Provided problem resolutions for hardware, software and applications problems to effectively continue user productivity.
3. Managed the process of incoming requests to ensure a 75% first call issue resolution while providing exceptional customer service.
4. Deployed software upgrades using a mobile device management system in both a desktop portal and web-based cloud environments.
5. Deployed updates and patches to multiple mobile devices (Windows, Android, scanners, tablets, smartphones, etc.) to provide more efficient application functionality.
6. Utilized  E-Business suite to track and move inventory in an in-house CRM system to accurately track details of each call, and entered service requests using company-developed software.
7. Provided ongoing expert guidance to aircraft line technicians and customer service managers (gate and ticket counters) in use of task-specific applications.
8. Managed the network connectivity & performed the wireless functionality analysis in respect to device data transmission.
9. Provided immediate resolution to the escalated issue when the issue appeared to be carrier related.

Experience

7-10 Years

Level

Management

Education

SCM

Description :

1. Provided second-level technical support for global customers.
2. Researched and resolved issues related to Remote Access, Backup, File Sharing/Synchronization, VPN, Software solutions for small to enterprise-sized businesses.
3. Assisted customers working in a wide range of environments including but not limited to Windows, Virtual Machines, Active Directory, and mobile operating systems.
4. Helped customers diagnose issues caused by product, Active Directory, system, network, and security related permission issues.
5. Assisted customers with tool customization and integration into their current environment/workflow including API based integration with CRM systems.
6. Worked with customers to integrate the BoldChat JavaScript into their own outside-facing websites.
7. Verifying proper code formatting, and helping the customer to correct any issues caused by interference with their site's existing HTML, JavaScript, or CSS.
8. Developed/delivered training for Technical Support, User Services, and Technical Account Manager New Hire Training.

Experience

5-7 Years

Level

Executive

Education

Diploma

Description :

1. Provided technical support for global customers solving complex network problems including, but not limited to, security appliances, switches, and access points.
2. Performed in-depth troubleshooting to resolve issues relating to DHCP, DNS, routing, switching, wireless, IP phones, cellular connections, and authentication protocols.
3. Identified security issues such as DNS amplification attacks, native VLAN mismatches, AP spoofing, SSID spoofing and recommended proper mitigation techniques.
4. Utilized in-depth knowledge of the OSI model and networking protocols with tools such as Wireshark to properly diagnose and isolate network issues.
5. Established site-to-site VPN connections between security appliances and third-party security appliances. 
6. Managed numerous cases that resulted in a quick turnaround with high customer satisfaction.
7. Advised customers on how to properly integrate Active Directory services with the products to actively control client's access on their network.
8. Integrated products into existing, and advised proper techniques when setting up new, networks to improve current infrastructure for increased performance.

Experience

2-5 Years

Level

Junior

Education

BS

Description :

1. Diagnosed and provided troubleshooting for Data Services.
2. Took customer calls, collected, researched, verified, assessed, processed, filed and provide information regarding customers and potential customers as required.
3. Served as a Help Desk technician for Internet customers that needed assistance with any internet-related issues.
4. Solved Basic installation and operational problems, processed and resolved hardware, software, network issues and coordinated with partners.
5. Coordinated with appropriate departments to resolve customer problems.
6. Develop familiarity with the responsibilities of related activities including cable and PC installation, network monitoring and maintenance, dispatch, sales, and marketing.
7. Met all direct measurements of quality standards for the customer support activities, kept all management levels informed.
8. Maintained state-of-the-art readiness to perform all functions of the positions, facilitated by regular attendance and participation at all appropriate skills development sessions.
9. Assisted Customer Service Engineering Manager in developing and maintaining operational procedures.
10. Performed other related duties and tasks as assigned or as became evident in the call center.

Experience

10+ Years

Level

Senior

Education

BCA

Description :

1. Responsible for processing disconnects on dedicated data, private line, internet, international and voice applications as well as submitting orders for new voice and internet services.
2. Work with customers, sales and internal customer care employees to meet customer's needs on new, dedicated voice and Internet as well as any changes to existing circuits.
3. Act as point of contact for customer care call center employees on troubleshooting issues, questions about new and existing service and billing.
4. Responsible for maintaining and managing 5 Nortel DMS 250 switches completing all configurations for dedicated T-1 customers as well as Cable & Wireless' switched networks.
5. Perform accurate data fill for orders consisting of ISDN, Feature Group D, Tandems, and Internal IMT's across the network, as well as basic DAL T-1s.
6. Possess working knowledge of routing across the network as well as Global Intelligent Virtual Network dial plans and framing, line coding, and protocols for a variety of T-1 types.
7. Provide support for switched sites, provisioning, Technical Order Support, network planning, and the Network Operations Center.

Experience

7-10 Years

Level

Management

Education

Cosmetology

Description :

1. Provide technical support for diagnosing, reproducing, and fixing software and hardware issues related to Storage Systems.
2. Resolve Warranty, Major Account, Government, and Secure Premium and Standard customer issues using the telephone, WebEx session or e-mail.
3. Research customer issues in a timely manner and follows up directly with the customer with recommendations and action plans.
4. Escalate cases to other more senior Technical Support Engineers when the problem is too complex or falls out of my specific area of expertise.
5. Leverage internal technical expertise, including higher-level engineers, and other internal tools, to add to the knowledge base in order to provide solutions to customer issues.
6. Managing basic features of email filtering, web-filtering and IDS/IPS on the device.
7. Implementing and configuring LDAP/ad, SNMP and so with other vendor devices/servers.

Experience

10+ Years

Level

Senior

Education

MIS

Description :

1. Questions come from a wide variety of sources including customers who need help deploying their first scanner, to customers.
2. Served as the primary liaison between the customer and the company for technical related issues.
3. Communicated via phone, chat, and e-mail with the user base of 20,000+ worldwide customers.
4. Analyzed and clarified customer technical inquiries by analyzing plugin source code, diagnostics files, and log files to determine if false positives and false negatives reported.
5. Replicated customer issues with the products within a virtual lab (vCloud, Linux, Windows Server, etc.).
6. Ensured customer feedback is properly channeled into Product Management and Research & Development.
7. Relayed bug reports, feature requests, and queries from customers to the development team using JIRA.
8. Maintained in-depth knowledge of Tenable products and information security best-practices.
9. Created and published solution knowledge for re-use by customers and the employees.

Experience

0-2 Years

Level

Fresher

Education

BCS

Description :

1. Delivering service and support for iOS & OS X to end-users using and operating automated call distribution phone software, via remote connection or over the Internet.
2. Diagnosing and resolving technical hardware and software issues involving internet connectivity, email clients (internal and external) including VPN and iCloud.
3. Evaluating system potential by testing the compatibility of new iOS & OS X software with existing platforms and applications.
4. Confirming program objectives and specifications by testing new applications.
5. Comparing applications with established standards, and making modifications on iOS & OS X software and sometimes Windows platforms (For clients using DOS platforms).
6. Take a high volume of incoming technical support calls from an internal customer for carrier updates.
7. Daily data backup & recovery from iCloud, iOS & OS X services and devices.
8. Interacting with customers to provide and process information in response to inquiries, concerns, and requests about the software, products and services.
9. Troubleshoot over the phone ALL software & hardware error codes from iOS devices.

Experience

7-10 Years

Level

Management

Education

MS

Description :

1. Quickly resolve Warranty, Major Account, Government, and supported Premium and Standard customer problems via the telephone, the web or AutoSupport.
2. Assist secure customers spanning multiple government agencies (both foreign and domestic), quickly resolving any hardware failures or software defects.
3. Research customer issues in a timely manner and follows up directly with customers on recommendations and action plans.
4. Collaborate with other Technical Support Engineers who require assistance working a case.
5. Utilize my background of expertise to help them in order to most quickly facilitate solutions for customers.
6. Escalate cases to other more senior Technical Support Engineers and/or Escalation Engineers when the problem is too complex or falls out of specific my area of expertise.
7. Leverage internal technical expertise, including higher-level engineers, knowledge base, and other internal tools, to provide the most effective solutions to customer issues.
8. Focus on an area of technical specialization and attend classes, complete lab projects, and work with other Technical Support Engineers on cases that will help cultivate that expertise.

Experience

10+ Years

Level

Senior

Education

BS

Description :

1. Provided phone support for professional-level clients in the installation, setup, and operation of non-linear video editing systems.
2. Hardware supported includes Windows NT4, and Apple OS 9.x operating system issues, including complete system installation, disk configuration, and general troubleshooting.
3. Specialized support for clients using Final Cut Pro 3, Adobe Premiere 6, FASTStudio 2.55, and Pinnacle Liquid 4.0.
4. Product support lead for Impression DVD-Pro, our professional DVD authoring solution.
5. Created learning materials and technical documents to provide product information to other technicians as well as the general public via the technical support web site.
6. As the technical support web site administrator, updated self-help support areas with technical documentation, software updates, as well as Adobe PDF and HTML documents.
7. Carried successful migrations of existing network security configurations.

Experience

5-7 Years

Level

Executive

Education

BS

Description :

1. Maintain full responsibility for Information Technology network and technical support activities in a multi-platform 24x7 operation including Microsoft, UNIX, and Oracle.
2. Proficiently perform diagnostics, testing, and troubleshooting for hardware, networking devices, and software applications.
3. Migrated SAN storage from EMC Clariion CX700 to EMC CX4-120, managed zoning fiber switches, new server cabling, and allocating storage.
4. Handled day-to-day back-up schedules to disk and tape storage.
5. Member of the Oracle DBA team that was responsible for install and support of over 30 client databases.
6. Implemented migration from Exchange 2000 mail system to Business Mail and managed e-mail operations for 50+ company e-mail accounts.
7. Directly responsible for installing server operating systems on Windows and Linux platforms and for implementing server and workstation security patches quarterly.
8. Provided exceptional customer support and service while developing relationships to earn end-user loyalty through educating and training them. 
9. Implementation of security configurations in small scale and medium scale network infrastructures.

Experience

10+ Years

Level

Senior

Education

BS

Description :

1. Work closely with large enterprise customers to reduce network outages, automate and control their network.
2. Act as a prime communication interface and point of contact to customers by providing technical support for a set of network management tools.
3. Help troubleshoot network issues and resolve them quickly as part of the weekend rotation engineering response team.
4. Perform advanced analysis of infrastructure and business events by collecting and analyzing traces, logs, configuration files and dumps needed to resolve problems.
5. Deliver educational training to peers, team members, and customers through the publication of technical papers, videos, and presentations.
6. Support high-security setups for financial institutions and lab management requirements to sustain an audit-ready posture at all times.
7. Engage in quality reviews and beta testing of new network management tools.
8. Assisted datacenter operations to setup and configure the set of network management tools.

Experience

10+ Years

Level

Senior

Education

BS

Description :

1. Serve as factory product technical expert encompassing hardware disciplines of electronic, electrical, mechanical, and computer automated manufacturing systems.
2. Effectively manage installation and ongoing field activities at the largest key account.
3. Remotely coordinate on-site recovery efforts for down MOCVD semiconductor equipment by working closely with a cross-functional team of engineers.
4. Participate in and implement redesigned corrective actions by working closely with a cross-functional team of engineers.
5. Collect and organize data for, and participate in 8D engineering investigations geared towards finding the root cause of complex engineering problems.
6. Perform troubleshooting and testing related to root cause investigations in the R&D laboratory.
7. Plan and direct field retrofit preventative and corrective actions across the global equipment installation base.
8. Establish criteria for and write installation, maintenance, field modification and adjustment procedures for both internal and customer use.

Experience

10+ Years

Level

Senior

Education

BA

Description :

1. Respond to gateway performance contingencies to maintain the gateway in a normal condition and perform troubleshooting if required.
2. Strictly follow gateway problem handling and reporting techniques.
3. Performed all activities specified in the Daily Activity Plan unless precluded by gateway equipment failure or health conditions.
4. Monitor hardware and operation status of all Gateway Equipment (Servers, Head-end, and RF Equipment) and ensures that they are always Up and Online.
5. Respond accordingly to any major alarms as shown in the System Monitoring (SYSMON) software.
6. Ensure that the entire Gateway network is available and always up and perform immediate notification to customers for unexpected downtimes.
7. Prepare necessary advisory to customers during planned downtimes (Equipment Maintenance or Troubleshooting, Preventive Maintenance).
8. Create job order accordingly, as per requested by specific Service Provider (SP), primarily for installation purposes.
9. Provide real-time troubleshooting support to field technicians during encountered installation problems.

Experience

2-5 Years

Level

Junior

Education

BS