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Support Technical Enablement Manager/Product Supportability Engineer Resume Example

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SUPPORT TECHNICAL ENABLEMENT MANAGER/PRODUCT SUPPORTABILITY ENGINEER
Professional Summary

Astute Customer Supportability Manager focused on supporting cross-functional teams to increase customer satisfaction through process improvements. Respectful and respected professional with exceptional knowledge of developing strategic plans for service excellence. Experience in representing Support's Operations working with cross functional teams to drive produce releases to a successful completion.

Work History
Company Name - Support Technical Enablement Manager/Product Supportability EngineerCity, State02/2019 - Current
  • Modified and directed project plans to meet organizational needs.
  • Achieved project deadlines by coordinating with contractors to manage performance.
  • Ability to work with Cross-Functional Leaders.
  • Have good understanding of Development and Support Cycles.
  • Great communicational, organizational, and multi-tasking skill.
  • Work collaboratively with SME/SME specialist on daily basics to get feedbacks on area that can be improves in Support's organizations.
  • Work collaboratively with product team to ensure that training materials and documentation have all needed entities to Support product releases.
  • Documenting run book/troubleshooting guides which will help SME/SME Specialist to support products.
  • Work closely with Support's Management team to identify SME.
  • Ensure product's release meet Support's NPI before LAR/GA release.
  • Review/create training slides, documentations, run book with Product Area Leads.
  • Establish Support Escalations process to make sure it meets Support's SLA.
  • Creating/proposing Support's Workflow to PM and PMO and Engineering team.
  • Coordinate meetings with various team throughout GTM process.
  • Work closely with PMO through EOL/EOS cycles of product releases to make sure information gets announced to Support/field Team in a timely manner.
  • Meeting with Support Leads from various product to brainstorm on Supportability of process for new version releases/upcoming product releases and new sales strategies.
  • Work collaboratively with Product Area lead (PM, Dev, Enablement, Beta, PMO, Support Leads, Support Team) by attending meetings, giving feedbacks, following product cycles before its release.
  • Identified plans and resources required to meet project goals and objectives by setting realistic timelines and checkpoints.
Company Name - Technical Support EngineerCity, State05/2017 - 02/2019
  • Troubleshoots technical Splunk's issue.
  • Work with internal and external customers.
  • Replicate technical issues and working closely with Sustaining engineers on fixing bugs/problems with Splunk's complex products.
  • Collaborate with teams on knowledge shares weekly in team meetings.
  • Act as a Designated Account Manager (DSE) for specific customer.
  • Arranging calls through webexes/zoom with customer in order to troubleshoots issues.
  • Create and implement environment that is used for internal replication of customer's issues.
  • Become SME (Subject Matter Experts) for different apps within Splunk.
  • Resolves issue in a timely manner in order to meet Support's SLA, CSAT, MTTR.
  • Meet 90% and above Customer Satisfaction.
  • Setting quarterly goals to improve self's skillset by attending product's training regularly.
  • Mentoring new hires to get them on track and ready to work cases.
Company Name - Technical Support EngineerCity, State09/2008 - 05/2017
  • Skillful in resolving the most critical and time sensitive issues reported by customers by root cause analysis, application debugging using eclipse, analyzing the application logs, server logs, thread dumps, heap dump, and querying database.
  • Excellent in handling customer's escalations on core product and customization related issues.
  • Work closely with implementation team to identify the root cause of the problem and providing solution or work around to the issues that helped in customer's go- implementation of the product on time.
  • Analyzing the performance issues reported and providing suggestions for tuning for optimal performance.
  • Hosting customer meetings (Web-ex) to understand and analyze the time sensitive issues reported.
  • Identified and filed critical product bugs that impacts the product quality and performance in issue tracking system (Jira) with the detailed replication steps to recreate the problem along with the findings from application code related to the bug.
  • Published KB articles to the company knowledge base when a new work-around/solution to a problem is identified.
  • Achieved High customer satisfaction with customer's returned survey.
  • Get product documentation updated with any corrections or additions identified as part of issue resolution by notifying the documentation team.
  • Manage escalations and work with escalations manager.
  • Work side by side with customers on weekend duty calls to help resolve the most critical production down and production impacted issue.
  • Excellent in isolating underlying Operating system, Third party issues from conflicting with SAG products and work with third party vendors to help customer resolve their issues.
  • Great queue management skills when it comes to prioritizing Crisis, Critical and Standard issue by providing status updates to customers on a timely manner.
  • Skillful in evaluate and understand customer feature requirements, provide them options in the existing product suite with sample use cases, work with product management to incorporate these requests in future releases.
Company Name - QA TesterCity, State06/2008 - 09/2008
  • Test Mobile phone applications.
  • Creating test cases to test Mobile phone applications.
  • Work with team member to monitor football scores on Mobile Phones applications.
Skills
  • Project planning and development
  • Advanced Problem Solving
  • Strategic Planning
  • Project Management
  • Support Readiness
  • New product introductions strategies
  • Project leadership
  • Excellent Customer service
  • Debugging
  • Training materials
  • Documentation review
  • Management skills
  • Mentoring
  • Multi-tasking
  • Organizational Skills
  • Decision-Making
  • Communication And Presentation
  • Analytical Skills
  • Business Operations
  • Strong Organizational Skills
Education
05/2008San Jose State UniversityCity, StateBachelor of Science: Computer Science
Certifications
  • Splunk Architect II
  • Splunk Core Certified Power User
  • Splunk Core Certified User
  • Splunk Enterprise certified Admin
  • Certified Unix Administration
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Resume Overview

School Attended

  • San Jose State University

Job Titles Held:

  • Support Technical Enablement Manager/Product Supportability Engineer
  • Technical Support Engineer
  • QA Tester

Degrees

  • Bachelor of Science : Computer Science

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