senior engineer resume example with 13+ years of experience
- 609 Johnson Ave.49204TulsaOK 100 Montgomery St. 10th Floor
- (555) 432-1000
- resumesample@example.com
- Date of Birth:
- India:
- single:
- :
Seasoned Support Engineer well-versed in supporting users and troubleshooting common problems. Versatile professional bringing remarkable understanding of [Type] operations and resilient nature focused on finding root causes and making permanent improvements. Offering [Number] years of experience working in high-pressure environments to address customer concerns and questions.
Delta Air Lines, Inc. – Raleigh, NC
Devised and initiated engineering solutions to variety of project and design issues. Acted act point of contact for Level 2 support when issues were escalated by the customer and advanced training efforts of new hires and MDM products.
- Addressed customer questions and concerns with pending tickets, future updates (product and environment) by conducting weekly meetings.
- Collaborate cross-functionally with development teams to establish changes with MDM product, mitigate high-level escalations, and provide sound solutions.
- Fortified various aspects on multiple projects by participating in audits and supporting structural team changes.
- Collaborated with team members to address Cloud Extender syncing issues with MDM platform tool (Maas360) and identified and tested an available beta version, resulting in 100% closed cases, avoiding low NPS scores.
- Deescalated mobile device authentication issues with a customer by modifying advanced settings in the policy within Maas360, alleviating constant prompt for password, thus driving a perfect 10 NPOS score on the customer survey.
Arca – City, STATE
Consulted via telephone to provide assistance with MDM product Maas360 and to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Addressed product integration issues with Active Directory and EAS environment and bolstered certificate integration.
- Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions.
- Communicated with customers to identify issues with iOS and Android devices, walk through solutions and initiate corrective actions to restore service and functionality.
SAP America – City, State
Operated as front line and 2nd level support for addressing customer needs and advancing company infrastructure. Remained up to date on emerging technology and suggested actionable improvements to optimized mobile device quality / performance.
- Provided front line support for end-users with iPhones, iPads, Android devices, laptops, and mobile broadband products.
- Leveraged expertise interacting with Mobile Secure Cloud servers to troubleshoot and correct issues related to email and configuration of mobile devices.
- Created practical documentation and utilized internal ticketing system to address online ticket issues.
- Established CRM, BI, and SAP solutions on mobile devices across all platforms and worked to troubleshoot and resolved network connectivity issues on all devices.
- Tested mobile enterprise applications and MDM products for enterprise email and security.
Coursework includes: Microsoft Windows XP Professional 20-270, Managing and Maintaining a Microsoft Windows Server 2003 Environment 70-290, Implementing, Managing, and Maintaining a Microsoft Windows Server 2003 Network Infrastructure 70-291, Microsoft Internet Security and Acceleration Server 2000 70-227, Planning and Maintaining a Microsoft Windows Server 2003 Network Infrastructure 70-293, Planning, Implementing, and Maintaining a Microsoft Windows Server 2003 Active Directory Infrastructure 70-294, Designing a Microsoft Windows Server 2003 Active Directory and Network Infrastructure 70-297
By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy
Your data is safe with us
Any information uploaded, such as a resume, or input by the user is owned solely by the user, not LiveCareer. For further information, please visit our Terms of Use.
Resume Overview
School Attended
- ComputerTraining.com
Job Titles Held:
- Senior Engineer
- Technical Support Specialist
- Mobile Technology Specialist
Degrees
- Some College (No Degree)
By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy