Livecareer-Resume
Jessica Claire
Montgomery Street, San Francisco, CA 94105
Home: (555) 432-1000 - Cell: - resumesample@example.com - -
Summary
Customer-oriented Technical Support Team Lead successful at troubleshooting and handling customer support issues in a timely manner.
Accomplishments
  • Certified Demandware Developer - Demandware, Inc.
  • Getting to the Heart of Technical Support - Impact Learning Systems Reader-Centered Business Writing - Better Communications.
Skills
  • HTML, CSS, JavaScript, SQL database systems
  • Excellent problem-solving abilities
  • Excellent communication skills 
  • Customer Interface Experience
  • Managing multiple projects simulataneously
  •  Proficient in cross functional teams
  •  Managing high visibility issues
Experience
09/2016 to Current
Technical Support Team Lead Abb Ltd Princeton, NJ,
  • Manage Team of Technical engineers, ensuring support practices are being accomplished and done correctly.
  • Attend cross functional meetings promoting synergy across environments within the platform
  • Train and mentor New Hires using support onbooarding practices.
  • Responsible for providing product support to users of the Commerce Cloud's Predictive Intelligence (formerly CQuotient) solutions.
  • Provide support for partner led projects and internal Commerce Cloud initiatives
  • Handle high level customer cases/escalations that are critical to their business. 
  • Support and contributes to the growth of best practices for delivery of Commerce Cloud support services
  • Understand Commerce Cloud technologies and troubleshooting practices to ensure successful resolution of Commerce Cloud customer issues.
  • Complete assigned cases in queue with little or no supervision
  • Manage individual product issues to resolution
  •  Contribute to the definition and evolution of Commerce Cloud methodologies, standards and best practices for support and product delivery
  • Act as customer advocateIdentify customer needs and cultivate a relationship with the customer to generate more business for the Commerce Cloud
03/2013 to Current
Technical Support Engineer Onto Innovation Budd Lake, NJ,
  • Function as Support Engineer including the troubleshooting and resolving of high impact issues on the Demandware platform.
  • Serve as the first point of contact (via phone, email, web-based support portal) for Demanware's Support Engineer team.
  • regarding software coding and technical data issues Work closely with clients to understand and document business requirements leading to inefficient implementations and translate those into platform and or product enhancements.
  • Assist in the development of training material supporting current best practices for efficient and scalable solutions on the Demandware platform.
  • Prioritize and resolve issues of the highest technical and business severity.
  • Train and assist in the onboarding of new support engineers.
  • Involved in on-call rotation assisting in 24x7 coverage of high impact issues on the platform.
  • Recommended architectural improvements, design solutions and integration solutions.
  • Assist in the development of training material supporting current best practices for efficient and scalable solutions on the Demandware platform.
  • Identify, analyze, and document product defects relating to databases, application servers and new technologies for product management and engineering team.
11/2011 to 03/2013
Associate Technical Support Engineer Powerschool Mobile, AL,
  • Work with cross functional teams to review and evolve client best practices with a focus on performance and efficiency of customizations to the Demandware platform Serve as the first point of contact (via phone, email, web-based support portal) for Demanware's Support Engineer team regarding software coding and technical data issues Research and troubleshoot software issues.
  • As needed, identify workarounds and communicate to customers.
  • product management and engineering team.
  • Prioritize and resolve issues of the highest technical and business severity.
  • Maintain a working knowledge of all Demandware supported products and technologies.
08/2008 to 11/2011
Machine Operator Sunset Grown Coldwater, MI,
  • Ability to troubleshoot and resolve issues with production rate and quality decline Ability to meet and exceed production goals Work cross functionally with engineering teams in order to resolve issues with troublesome jobs Ability to record best-practices and create knowledgable documentation Ability to train new employees and transfer knowledge Job Responsibilities Read, referenced and interpreted written and verbal instructions; always following established standard procedures and certified processes Maintained and exceeded established production levels and quality standards Recognized and reported any irregularities as to fits, defective parts, finishes, work techniques and/or quality of workmanship Maintained all necessary documentation in a clear and accurate manner, including paperwork and job reporting transactions as required Performed related duties as assigned by leadership Trained new members of the team regarding machine setup and troubleshooting of jobs.
Education and Training
Expected in 2009
Associate of Arts: Information Technology
University of Phoenix - Phoenix, AZ
GPA:
Information Technology
Expected in 2011
Bachelor of Science: Management
University of Phoenix - Phoenix, AZ
GPA:
Management
Skills
Excellent communication, CSS, client, clients, databases, database, documentation, email, Engineer, focus, functional, HTML, JavaScript, leadership, Managing, problem-solving, processes, product management, coding, quality, Read, reporting, Research, servers, SQL, phone, training material, troubleshoot, troubleshooting, written
Activities and Honors

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

Disclaimer

Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

How this resume score
could be improved?

Many factors go into creating a strong resume. Here are a few tweaks that could improve the score of this resume:

72Average

resume Strength

  • Length
  • Personalization
  • Target Job

Resume Overview

School Attended

  • University of Phoenix
  • University of Phoenix

Job Titles Held:

  • Technical Support Team Lead
  • Technical Support Engineer
  • Associate Technical Support Engineer
  • Machine Operator

Degrees

  • Associate of Arts
  • Bachelor of Science

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

*As seen in: