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Level 3 Support Engineer Resume Example

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LEVEL 3 SUPPORT ENGINEER
https://www.linkedin.com/in/ranjani-balu-05916320/
Professional Summary

Results-oriented Technical Support Engineer with superior problem-solving and critical thinking skills, as well as meticulous attention to detail and methodical nature. Highly focused on delivering excellent service and support in busy settings.

Skills
  • Excellent problem solving skills/Issue Resolution/Technical support
  • Troubleshooting and diagnostics
  • Application support/Customer service expert
  • Technical documents comprehension/Updates and upgrades
  • Software Debugging
  • Updates and Upgrades
Work History
12/2019 to CurrentLevel 3 Support EngineerCompany Name | City, State
  • Change Management -Experience with planning,coordinating and follow up approvals ,implementation of technical changes
  • Problem Management - Worked to identify root cause on reactive/Proactive problems and prevent them
  • Documented support interactions in system for future reference and addition to knowledge base
  • Assist professional services teams in development and implementation of projects
  • Assist in creation of development and implementation documentation
  • Assist in performing internal testing as well as customer acceptance tests
  • Ensure handover of customer customization projects from professional services to software support (after go-live)
  • Investigate and isolate product documentation issues, code issues, configuration issues etc. on issues reported by customer
  • Arrange for bridge calls for critical issues for all parties to work together and provide workaround/resolution within agreed SLA
  • Escalate problems to appropriate parties and assist in communicating solution to customer
  • Keep incident lifecycle and status updated via bug /defect tracking tool until closure
10/2016 to 11/2019Technical Support EngineerCompany Name | City, State
  • Working knowledge of Retail Systems,Back Office (Cash Management),Product Management, Payments processes, Loyalty Management System,SignIQ Centralised Ticketing and Fuel System
  • Assists in development of training materials for Technical Support associates and for Operations associates to enhance their knowledge of POS systems
  • Participates in development and implementation of POS features and applications to support Operations and maintenance of POS system configurations and system images
  • Collaborates with other IT teams to identify ways to increase support response time and end user satisfaction
  • Trouble-shoot incidents reported by end-users, escalating where necessary to schedule system changes, and discussing resolutions with end-users in-order to arrive at permanent solution
  • Analyse and understand incident trends,communicate with problem management for reducing issues/impact and drive efficiency in environment
  • Experience working with Databases (Oracle or Microsoft SQL),Queuing solutions ( RabbitMQ ),Change Management Processes (ITIL) and Incident Management Systems,agile project environment
06/2013 to 07/2015Systems EngineerCompany Name | City, State
  • Tracked, logged and responded to support tickets. Performed user account maintenance, managed incidents and provided resolution for end-users technical challenges. Troubleshoot hardware/software issues
  • Wrote and executed SQL queries for reporting and research purposes,updated process support documentation
  • Utilised knowledge base tools to transfer technical & business knowledge to team member
  • Identifying frequently occurring false alerts.Worked in Alarm stabilisation for different applications/simplification of engine processing scripts
  • Performing applications health check for all application on daily/monthly basis
  • Monitor processing rate of data on hourly/daily/monthly basis
  • Monitoring of server alerts /issues from Nagios and UC4 etc,Handling Service Request, OFA tickets and involve in migration activities,Carrying out monthly maintenance activities, Billing ,deployment and releases,Server validation and configuring of new alerts in Nagios,Generating production report, health check report, performance report & billing count etc,24*7 Support with onsite and offshore model
03/2013 to 05/2013Assistant System Engineer-TraineeCompany Name | City, State
  • Designed, documented and executed maintenance procedures, including system upgrades and system backups
  • Executed and monitored standards for user interfaces, page design using HTML5,J2EE,JavaScript,Eclipse,CSS
  • Liaised and collaborated with client teams, in effort to identify potential risks and areas of improvement in client deliverable and work products
  • Performed complete planning, application development, verification, and risks involved in software projects
  • Analysed project requirements to find bugs and eliminate issues
Education
2012Bachelor of Technology | Information TechnologyAnna University, City
Certifications

Oracle Certified Professional,Java SE6 Programmer

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Resume Overview

School Attended

  • Anna University

Job Titles Held:

  • Level 3 Support Engineer
  • Technical Support Engineer
  • Systems Engineer
  • Assistant System Engineer-Trainee

Degrees

  • 2012 Bachelor of Technology | Information Technology

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