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Staff Technical Support Engineer Resume Example

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STAFF TECHNICAL SUPPORT ENGINEER
Summary

Key contributor in ensuring the top performance of hardware and software, coupled with 20+ years experience delivering exceptional system support. Fast learner with in-depth understanding of all major operating systems, with hands-on knowledge of networking, XML,  Java, and SQL. Award-winning leader who has received multiple honors for delivering exceptional customer support.

Highlights
  • SNMP, IP protocols: TCP, UDP, IP routing network configuration,
  •  Operating Systems/Software/Tools: Application server; Microsoft Windows Sun Solaris; UNIX; Enterpise Linux (Red Hat); Vmware:  Veritas Cluster; Oracle SQL (9.2.x & 10.2), SQLPLUS; Oracle; Lakeview DB replication; Shell Scripting; Internet Information Services (IIS); JavaScript; .Net; WireShark; WinRunner;Clarify Amdocs, Peoplesoft, Remedy, Rational ClearQuest;  CRM; Microsoft Office : Word;, Excel; PowerPoint; Outlook; Shell scripting
  • Hardware: Dell, HP XW8400, HP NW8000, Dell server, Sun Netra server, Sun Array 3510, Sun Ultra60, Apple,Arris ServAssure SAPM Product line and servers, : Nortel, Siemens, Avaya, Aspect, Nokia. Arris, Cisco, Casa and Motorola CMTS's
Accomplishments
  • Technical Support Engineer ~ Customer Support Engineer ~ System Engineer Key contributor in ensuring the top performance of hardware and software, coupled with 20+ years experience delivering exceptional system support.
  • Fast learner with in-depth understanding of all major operating systems, along with hands-on knowledge of networking, XML, VXML, Java, SNMP and SQL, among others.
  • Award-winning leader who has received multiple honors for delivering exceptional customer support, going above and beyond, and demonstrating solid work ethic.
  • Additional areas of expertise include: Application Servers * Web Servers * Portals * Resolution Implementation * Mobile/Phone Software Bug Tracking & Fixes * Application Development Tools * Application Servers * Remote User Support Troubleshooting * Initial Customer Contact * Application Integration/Middleware EAI - Enterprise Application Integration * Team Building & Collaboration.
Experience
Arris GroupOctober 2009 to March 2016Staff Technical Support Engineer
Lowell, MA
  • Support on Cable Network Monitoring Service Delivered first thru 2rd level support for US customers and 2nd level support for the rest of the world. Troubleshot customer problems with ServAssure Monitoring and Reporting Products.
  • Prime support team lead for Cablevision Mexico and Argentina , and Liberty Global. Running weekly customer meetings. 
  • Incorporated bug hot fixes and software releases at the platform and application levels.
  • Reduced open Peoplesoft ticket numbers by 95 % in my first 6 months.
  • Provided single point of support for Arris Opslogic product for the last 5 years.
  • Maintained a 99% Customer Satisfaction for 6 years.
Pactolus Communication SoftwareJanuary 2007 to January 2008Sr. Technical Support Engineer
Lowell, Massachusetts

  • Incorporated bug hot fixes and software releases at the platform and application levels.
  • Recorded and reviewed incidents in the knowledge base, authoring multiple solutions articles.
  • Aligned applications with customer requirements by building, configuring, and testing systems.
  • Gained strong insights regarding the company's products without the use of documentation, which didn't exist at the company.
  • Created critical applications to replace technology for a customer, generating $80,000 in revenue a month after hire date.
Seafood KitchenJanuary 2006 to January 2007Owner/ Chef
Lowell, NH
  • Managed a family type restaurant and catering service serving as Owner / Chef at Seafood Kitchen (Hillsboro, New Hampshire), including oversight of 15 employees, staff scheduling, bookkeeping, and ordering.
Aspect Software/VoicetekJanuary 1989 to January 2006Technical Support Specialist III
Lowell, Massachusetts
  • Provider of software platforms and application solutions; VoiceTek was purchased by Aspect Telecommunications in 1998 Remained on-board and transitioned to corporate cultural changes following Aspect's acquisition of VoiceTek.
  • Maximized performance of highly complex IVR systems by delivering optimal support (hardware & software).
  • Played a pivotal role in setting up and maintaining continuous operations of the Customer Service Lab, including hardware diagnostics.
  • Performed tests, identified problem causes, and tracked bugs as part of the software support process.
  • Configured Telco switches.
  • Set up back-end databases.
  • Ensured timely, on-target resolutions of issues to maintain high customer satisfaction levels.
  • Trained staff on how to improve customer interactions.Provided cross training to all. Built customer loyalty by placing follow-up calls for customers who reported product issues.
Education
Northeastern University Middlesex Community College Control Data Institute and Culinary Arts Restaurant Management at Johnson & Wales CollegeExtensive College Coursework (Unix Admin, "C" Programming, Business Management, and XML Programming): Computer Science Computer TechnologyBoston, MassachusettsComputer Science Computer Technology
Certifications

* TECHNICAL SUMMARY *

 IP protocols: SNMP, TCP, UDP, IP routing network configuration, Telephony protocols: SIP (RFC 3261), RTP (RFC 1889, 3550), Session Timers (RFC 4028), Out of band DTMF (RFC 2833), MGCP, G.711 {U/A}law (PCMU, PCMA), G.729, IEEE 802.11 10/100/1000 Mbps LAN, T1/T3 WAN.

Skills

Avaya, Bash,C" Programming, Clarify, client /server, client / server, Hardware, Controller, customer satisfaction, Customer Service, databases, delivery, Dell, documentation, XML, hardware support, HP,Dell, Sun, IIS, JavaScript, LAN, Linux,  Mac, mentoring, messaging, Excel, Microsoft Office, Outlook, PowerPoint, Microsoft Windows , Word, Oracle, DB,  MYSQL,  Programming, progress, protocols, PVCS, RAID, Red Hat, routing, scheduling, Shell Scripting, Siemens, Sun Solaris, staff management, switches, Sybase SQL, software support, Systems Support, Telecommunications, Telephony, phones, type, UNIX, Unix Admin, Veritas, Vista, VoIP, WAN,

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Resume Overview

Companies Worked For:

  • Arris Group
  • Pactolus Communication Software
  • Seafood Kitchen
  • Aspect Software/Voicetek

School Attended

  • Northeastern University Middlesex Community College Control Data Institute and Culinary Arts Restaurant Management at Johnson & Wales College

Job Titles Held:

  • Staff Technical Support Engineer
  • Sr. Technical Support Engineer
  • Owner/ Chef
  • Technical Support Specialist III

Degrees

  • Extensive College Coursework (Unix Admin, "C" Programming, Business Management, and XML Programming) : Computer Science Computer Technology

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