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Technical Support Engineer Resume Example

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JC
Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000, resumesample@example.com
Summary

Flexible & highly motivated with a demonstrated ability to excel in rapidly changing environments. Twenty-one years telecommunications experience, including project management and supervision

Qualifications
Microsoft Office Suite; including Excel, Word, and PowerPoint. Knowledgeable in Microsoft Project, Microsoft Access and Visual Basic
Accomplishments
Professional Experience
09/2007 to Present Technical Support Engineer Quotient Technology Inc. | Boise, ID,
  • Provides technical support including diagnostic information and real time testing of single and multiple customer mobile data issues from device and network perspectives to NTAC, NOCs, vendors, Product Development and customer care agencies.
  • Utilizes various tools and applications (SPS, CDNO Web, IPS Web, & vendor GUIs) as well as analytical and problem solving skills to identify and isolate network and product issues.
  • Verifies Mobile IP connectivity for individual trouble cases using HAs & AAA.
  • Partners with vendor representatives to identify and resolve non-network related issues.
  • Analyzes ticket information and performs testing to duplicate, identify, and resolve customer trouble reports.
  • Routinely trends and identifies device and product issues and provide specific information to vendors and Product Development.
  • Reports design, reliability and maintenance problems or bugs to design engineering/software engineering.
  • Educates customers and customer care agencies regarding items that are not broken but require additional first line support training and/or customer education (product and device support and setup issues).
08/2005 to 09/2007 Technical Support Technician | Morrisville, NC,
  • Analyzed and investigated trends using network performance tools (probes) and customer tickets for CDMA, iDEN, and wireline networks and services.
  • Partnered with appropriate Network Management Centers to identify, isolate, and rapidly correct identified network impairments before they became large network events.
  • Analyzed probe and customer ticket data to provide concise communication for weekly executive briefing.
  • Prepared After-Action Reviews to identify and implement process improvements.
  • Performed cluster ticket analysis, generated tickets as appropriate and dispatched to the correct fix agency for resolution.
  • Assisted Sprint employees in being customer advocates through the Employees Helping Customers (EHC) program.
  • Maintained productivity tools using Visual Basic to increase the team's operational efficiency.
07/1999 to 08/2005 NOC Technical Analyst | City, STATE,
  • Responsible for proactive and reactive network surveillance, troubleshooting, coordination, and restoration of service-affecting network events on various Sprint networks to include GMG and LTD ATM/Frame Relay, LTD C2P, Wireless ATM, and NGVN.
  • Directed activities and provided technical assistance to field engineers and actively participated in NOC to NOC restoration efforts to minimize network down time and maximize customer satisfaction.
  • Alarm/message recognition and acknowledgement.
  • End to end network trouble isolation on high-capacity circuits - DS3 to OC48, inter-machine trunks, and Broadband ATM switches.
  • Experienced in various monitoring platforms, ticketing systems, and circuit databases.
  • Provided ticket and event management as well as scheduling, developing, and implementing training for four to seven technicians responsible for Sprint's Broadband ATM Network.
09/1995 to 07/1999 Network Switching Systems Operator/Maintainer Analogic Corp | City, STATE,
  • Installed, operated, and performed maintenance on the U.S.
  • Army's Mobile Subscriber Equipment Networks.
  • Directly supervised 10 technicians in support of the 10th Mountain Division Battle Simulation Center upgrade.
  • Increased operational efficiency of the center by 300% and brought the network system to 100% compliance.
  • Commended for finishing project ahead of schedule and exceeding standards.
  • Accountable for over $1 million in parts and equipment, including sensitive communications and encryption related materials.
  • Created a working bench stock of over $750,000 in repair parts that reduced the number of open jobs within the section by 90% minimizing equipment down time for customers.
  • Developed and implemented Standard Operating Procedures and training programs for over 100 employees to improve employees' knowledge and job competence.
Education and Professional Training
Expected in 12/2008 Bachelor of Arts | Management of Computer Services Ottawa University, Overland Park, Kansas GPA: GPA: 3.6
Management of Computer Services GPA: 3.6
Expected in 5/2003 Associate of Applied Science | Information Technologies Johnson County Community College, Overland Park, Kansas GPA: GPA: 3.6 Dean's List, President's List
Information Technologies GPA: 3.6 Dean's List, President's List
Expected in Curriculum included CISCO Certification Prep courses | , , GPA:
Expected in 5/1999 Associate of Arts | Individual Studies Jefferson County Community College, Watertown, New York GPA: GPA: 4.0 President's List
Individual Studies GPA: 4.0 President's List
Expected in Diploma | , , GPA:
Expected in 8/1995 Network Switching Systems Operator/Maintainer Technical Training | GTE Resident School at United States Army Signal School, Fort Gordon, Georgia GPA:
1st of 10 students
Expected in 6/1993 Diploma | Mount Miguel High School, Spring Valley, California GPA: 6th of 342 students Sharon Gibson 2
6th of 342 students Sharon Gibson 2
Languages
Skills
Army, agency, ATM, ATM Network, Broadband, CISCO, concise, encryption, customer satisfaction, customer care, databases, event management, Frame Relay, IP, materials, Microsoft Access, Excel, Microsoft Office Suite, PowerPoint, Microsoft Project, Word, Network Management, Network, Networks, problem solving skills, Product Development, real time, scheduling, SPS, Simulation, software engineering, switches, technical support, technical assistance, Technical Training, training programs, troubleshooting, upgrade, Visual Basic

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Resume Overview

School Attended
  • Ottawa University
  • Johnson County Community College
  • Jefferson County Community College
  • GTE Resident School at United States Army Signal School
  • Mount Miguel High School
Job Titles Held:
  • Technical Support Engineer
  • Technical Support Technician
  • NOC Technical Analyst
  • Network Switching Systems Operator/Maintainer
Degrees
  • Bachelor of Arts
  • Associate of Applied Science
  • Curriculum included CISCO Certification Prep courses
  • Associate of Arts
  • Diploma
  • Network Switching Systems Operator/Maintainer Technical Training
  • Diploma

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