To obtain a challenging position, utilizing my organizational, technical, customer service, and support skills within your company. Capabilities Highly motivated, confident and reliable Technical Support Engineer with 17 years of customer service/support experience in researching, diagnosing, troubleshooting and identifying solution to resolve complex issue in a timely manner Experience working in a fast paced environment with a history of high level performance Positive team member, experienced in balancing multiple responsibilities and achieving goals Highly organized, efficient and detail oriented, quick learner and eager to expand skills Demonstrated ability to meet deadlines, and set priorities
Windows 7, NT 4.0, XP, Vista, Basic Linux, Local Area
Network(LAN) TCP/IP, VPN/Secure ID, MS Office,
Word, Excel, Outlook, PowerPoint, Access, Salesforce,
Database design SQL server 7.0, System Administration
SQL server 7.0, Intro to databases, Database Management,
Windows 2000 network Infrastructure, Administering
Windows 2000 Professional/server, Window 2000 network
Operating systems, Windows 2000 OS Essentials, Remote
user support, Web Chat, Log analysis, Troubleshooting
Technical Support Engineer08/2013 to 12/2015 Company Name – City, State
Regularly provides technical support expertise in a complex information infrastructure environment -Solve ongoing technical system support is critical to, and an essential component.
Applies technical support expertise to resolve customer issues, Works closely with peers and internal SMEs and engineering team to increase knowledge and resolve customer issues.
Identifies and provides resolutions to technical problems.
Uses trouble-shooting tools, content and analytical practices to help determine best way to resolve - identified and unidentified problems.
Responsibilities: Interfaces directly with customers Engage and escalate complex issues.
Manages own schedule of cases, which includes determining priority levels and negotiate and setting expectations with customers Applies technical knowledge to analyze and use highly technical troubleshooting tools, content and analytical practices.
Uses operational and diagnostic procedures to resolve issues in unique and sometimes complex customer environments Uses tool(s) to resolve issues including running tests Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment Maintains a "closed-loop" communication style that ensures proper and consistent documentation in case notes; assuring all appropriate individuals are notified of ongoing issues and problem resolution status Share knowledge concerning problem resolution with others to be used in future problem resolution Validates technical information and issues early warning and disseminates information as needed.
Associate Product Support Engineer03/2011 to 08/2013 Company Name – City, State
Provide logistics support for hardware/ engineer dispatches.
Manage hardware cases Verify and approve hardware Cases Solve technical issues through phone, e-mail and chat Answer questions from other support technicians and customers Train new hires on use of salesforce Assisted other support technicians and customers Resolved customer complaints and concerns with strong verbal and troubleshooting skills Helped customers track and ship packages Support customers with online billing and account issues Maintained composure and patience in face of difficult customer situations with strong verbal and troubleshooting skills Researched issues on various computer systems and databases to resolves complaints and answer inquiries Referred difficult issues to upper management while maintaining positive rapport with customer Informed customers about issue resolution progress.
Sustainment and Production Support Rep10/2005 to 03/2011 Company Name – City, State
Support in collecting, identifying, analyzing and escalating issues, error messages and technical problems relating to all facets of provisioning and sustainment.
Create Remedy, USH and Clarify CRM helpdesk tickets Interface with tier III and tier IV IT functional groups including Field support, software developers in support of outage identification, escalation and resolution.
Ensure that resolutions, contingencies and other time critical information is analyzed, distributed and cycled in a timely manner.
Provide reinforcement support to User Acceptance Testing/Redhat Retest Teams during system/application deployment and enhancement releases, proactive involvement in monitoring business/customer impacting inventory and supply chain issues.
Create and/or request user account creation for all systems applications utilizing user account management process Support queue and communicate with reps and agents with a wide variety of technical and system issues.
Provide rapid and accurate analysis and reporting of customer impacting issues and errors affecting customer/user experience.
Provide on-demand retesting of issues prior to being updated to a resolved status Deskside support Password Resets Troubleshoot software and Hardware issues Participate in desktops moves projects when applicable.
Reseach and Fulfillment/ErrorCorrection Rep08/2000 to 10/2005 Company Name – City, State
Act as the liaison between department and other areas of the business Review and rate business credit Process agreements, update current profiles, manage contracts, help train employees to create profiles and review credits.
Reviewing contracts for validity and researching and resolving in-coming queries via email and telephone.
Monitored and researched spikes in Error management tool to detect system issues/errors Communicated with appropriate contacts for resolution, while keeping team informed on work-around processes Managed the New Equipment Exceptions report and delegated work accordingly to ensure that all goals were met and quality was achieved Back-up support for processing New Activations, Upgrades, Accessories orders, and Back-order billing.
Worked one-on-one with department contacts to achieve error resolution for systems Error Report issues Worked as an expert on all application Error Report issues.
Educated new Reps on the correct procedures to process Applications Ability to maintain a high degree of accuracy in a high fast paced development.
Microsoft Database Administrator: MCDBA,
KRS Computer and Business School - Bloomington, MN:
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Job Titles Held:
Technical Support Engineer
Associate Product Support Engineer
Sustainment and Production Support Rep
Reseach and Fulfillment/ErrorCorrection Rep
Diploma : Microsoft Database Administrator: MCDBA,
KRS Computer and Business School - Bloomington, MN :
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