archer sr support engineer advisor designated support engineer resume example with 20+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
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Professional Summary

More than 20 years’ successful experience in customer service and technical support with recognized strengths in software and hardware maintenance, problem-solving and troubleshooting. Sales Staff Support with strengths in assisting the close of sales through demonstration and trusted advisory. Planning/implementing proactive procedures and systems to minimize incidents. Excellent working knowledge using both IBM and Windows systems; SCO UNIX, SQL Express, Serial interfaces, Network Administration and troubleshooting, Salesforce CRM, many diagnostic tools. Ability to train, motivate, and supervise customer service employees. Develop Knowledge Base documentation. End-user software installation and training. End-user technical training development and technical writing. Synopsis of Achievements Helped develop and implement procedures to quantify customer support representatives’ time and customer satisfaction level. Assisted in the development of a VMWare system that would allow legacy customers to operate in the ‘cloud’ to satisfy problems with failing hardware during critical down times. Participated in Management Review committee that provided feedback between management and employees.

  • Process flow analysis
  • Regulatory standards
  • Relationship building
  • Documents and reports
  • Project oversight
  • Application installations
  • Debugging skills
  • Hardware and software installation
  • Technical Support
  • Performance tuning
  • Technical Analysis
  • Technical issues analysis
  • Software diagnosis
  • Application support
  • Data recovery
Work History
Archer, Sr.Support Engineer/Advisor/Designated Support Engineer, 12/2017 - Current
Metrostar Systems Albany, GA,
  • Functioned as Senior Support Engineer, providing solutions and support to 100+ Fortune 500 customers, as well as small-to-medium business customers.
  • Consistently maintaining 100% CSAT KPIs.
  • Later promoted to DSE (Designated Support Engineer) with my own book of customers that are Fortune 500 businesses ranging from financial institutions to pharmaceutical corporations and governmental entities.
  • Work closely with Professional Services, Continuous Engineering (CE), and Quality Assurance (QA) teams to create solutions to resolve unique customer software issues.
  • Organized daily meetings with customers via Zoom and Webex to troubleshoot issues, communicate status updates and report critical findings.
  • Maintain positive customer relationships with key stakeholders through business relationships and recommending additional features as a trusted advisor.
  • Maintained a secure method of control of customer instance databases for testing within RSA Archer lab environments to ensure customer-client trust and maintain company standards.
  • Documented and submitted engineering defects and feature requests into JIRA for CE to further troubleshoot.
  • Developed documentation, diagrams and specifications to meet project requirements and regulatory standards.
  • Interfaced with specific area teams to verify correct application of technical details.
Systems Administrator, 08/2017 - 12/2017
Fedex Cross Border Fairfax, VA,
  • Performed network and system administration functions of over 50 physical and virtual servers and databases, as well as more than 200 PCs across Windows and Linux platforms.
  • Resolved client requests through ServiceNow ticketing system with a consistently high level of customer satisfaction and expedited turn-around time, reducing ticket resolution time from several hours to 30 minutes.
  • Initiated automated system updates and system configurations via batch scripts to servers and PCs within the production facility, minimizing system downtime and enhancing system security.
Customer Service Representative, 02/1998 - 06/2017
Dealer Information Systems Corporation City, STATE,
  • Provided software support and platform training for farm equipment dealerships across United States and Canada.
  • Coordinated with major brand manufacturers’ support teams and development to provide integrations.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions
  • Support sales reps in opening new accounts and upgrading existing services.
  • Solved customer challenges regarding hardware configuration issues, networking, pc workstations through phone-installation and some on-site visits.
  • Accounting support and user training and documentation creation for internal and end-user reference.
  • Maintained quality control/satisfaction records, constantly seeking new ways to improve customer service.
  • Team leader and third level support for other support personnel for three software packages.
  • Lead representative for Cloud configuration, support and maintenance.
  • Leveraged sales expertise to promote products and capitalized on upsell opportunities.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Recommended products to customers, thoroughly explaining details.
  • Answered average of 30 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information
Associate of Arts: Music Education, Expected in 06/1987
Northwest Missouri State University - Maryville, MO
Status -
  • Archer Certified Professional, RSA Archer Security

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Resume Overview

School Attended

  • Northwest Missouri State University

Job Titles Held:

  • Archer, Sr.Support Engineer/Advisor/Designated Support Engineer
  • Systems Administrator
  • Customer Service Representative


  • Associate of Arts

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