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Intern - Support Engineer Resume Example

Resume Score: 90%

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INTERN - SUPPORT ENGINEER
Professional Summary

Accomplished bilingual Technical Support Engineer. Specialized in troubleshooting and resolving issues by debugging programs and managing deadlines. Increase proficiency through organizational and problem-solving skills.

Skills
  • Basic experience with HTML, CSS, C, Java, Mongo, Python, VB.Net, and SQL, and C#
  • Requirements analysis and design phases
  • Hardware and software installation
  • Technical writing
  • Microsoft Office, Windows, MAC O.S, Visual Studio, Eclipse, Salesforce
  • Application development
  • System development and administration
  • Work History
    Intern - Support Engineer, 11/2018 to 05/2019
    SAP – Lake Mary, FL
    • Provide internal and external user support for technical application issues
    • SAP Certified Application Associate - SAP SuccessFactors Recruiting Management
    • Collaborate with fellow support colleagues and other internal organizations to provide superior customer service
    • Managed Implementation project for SuccessFactors
    • Customer advocate by working directly with customers on high priority issues
    • Handle difficult customer interactions and challenging customer problems with less supervision
    • Develop strong working relationships with cross-functional teams within SuccessFactors/SAP
    • Consistently improved customer satisfaction through expert resolution of conflicts, issues, and concerns
    • Created multiple Knowledge Based Articles (aka KBA
    Rater, 03/2014 to 01/2019
    Educational Testing Service (ETS)
    • Followed strict guidelines for daily scoring
    • Communicated via email and phone with supervisors to exceed daily goal
    • Graded over 150 essays per day
    Customer Support Representative, 11/2017 to 03/2018
    Convergys Corporation – Lake Mary, FL
    • Responded to questions and concerns about services and escalated calls appropriately
    • Consulted with customers to evaluate needs and determine best options
    • Increased customer satisfaction by providing fast and accurate solutions
    • Managed users' accounts by utilizing active directory
    Application Account Service Associate, 02/2017 to 06/2017
    Fidelity Information Services – Jacksonville, FL
    • Cultivated client relationships by acting as a first point-of-contact and leading to high level of clients' satisfaction
    • Devised various sales approaches for electronic payment programs based on clients' analysis to better target clients' needs
    • Achieved a sustained high-level performance by effective time-management and goals prioritization, while under increased pressure to meet daily call volumes and other performance metrics
    • Gained clients' trust in company's products and services by consistently and swiftly resolving and troubleshooting issues
    • Leveraged on thorough product knowledge to lead client discussions and initiatives targeting higher revenue
    Education
    B.A: Psychology, 2014
    Georgia State University - Atlanta, GA
    A.S: Programming and Analysis, Expected in 2020
    Valencia College - Orlando, FL
    Skills
  • Basic experience with HTML, CSS, C, Java, Mongo, Python, VB.Net, and SQL, and C#
  • Requirements analysis and design phases
  • Hardware and software installation
  • Technical writing
  • Microsoft Office, Windows, MAC O.S, Visual Studio, Eclipse, Salesforce
  • Application development
  • System development and administration
  • Work History
    Intern - Support Engineer, 11/2018 to 05/2019
    SAP – Lake Mary, FL
    • Provide internal and external user support for technical application issues
    • SAP Certified Application Associate - SAP SuccessFactors Recruiting Management
    • Collaborate with fellow support colleagues and other internal organizations to provide superior customer service
    • Managed Implementation project for SuccessFactors
    • Customer advocate by working directly with customers on high priority issues
    • Handle difficult customer interactions and challenging customer problems with less supervision
    • Develop strong working relationships with cross-functional teams within SuccessFactors/SAP
    • Consistently improved customer satisfaction through expert resolution of conflicts, issues, and concerns
    • Created multiple Knowledge Based Articles (aka KBA
    Rater, 03/2014 to 01/2019
    Educational Testing Service (ETS)
    • Followed strict guidelines for daily scoring
    • Communicated via email and phone with supervisors to exceed daily goal
    • Graded over 150 essays per day
    Customer Support Representative, 11/2017 to 03/2018
    Convergys Corporation – Lake Mary, FL
    • Responded to questions and concerns about services and escalated calls appropriately
    • Consulted with customers to evaluate needs and determine best options
    • Increased customer satisfaction by providing fast and accurate solutions
    • Managed users' accounts by utilizing active directory
    Application Account Service Associate, 02/2017 to 06/2017
    Fidelity Information Services – Jacksonville, FL
    • Cultivated client relationships by acting as a first point-of-contact and leading to high level of clients' satisfaction
    • Devised various sales approaches for electronic payment programs based on clients' analysis to better target clients' needs
    • Achieved a sustained high-level performance by effective time-management and goals prioritization, while under increased pressure to meet daily call volumes and other performance metrics
    • Gained clients' trust in company's products and services by consistently and swiftly resolving and troubleshooting issues
    • Leveraged on thorough product knowledge to lead client discussions and initiatives targeting higher revenue
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    Resume Overview

    Companies Worked For:

    • SAP
    • Educational Testing Service (ETS)
    • Convergys Corporation
    • Fidelity Information Services

    School Attended

    • Georgia State University
    • Valencia College

    Job Titles Held:

    • Intern - Support Engineer
    • Rater
    • Customer Support Representative
    • Application Account Service Associate

    Degrees

    • B.A : Psychology , 2014
      A.S : Programming and Analysis , Expected in 2020

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