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0-5 years of experience
Resolved 110 third-level technical support tickets weekly for two POS products that were escalated from sixty Technicians.
- Developed a standardized imaging system using Norton Ghost multicasting for supporting client servers.
- Implemented and documented tools and procedures to stage and ship customer fileservers using pre-configured product-specific Ghost images, increasing throughput 30%.
- Evaluated new POS releases as assigned, creating test installation procedures and documentation.
- Performed database maintenance using the Radiant Enterprise web portal for promotional sale items and coupons for two national restaurant chains, which included inventory depletion, POS menu button programming, item pricing and pushing configuration to customer locations.
- Created requirements and design requirements for the CRM system used at the Marietta branch office.
0-5 years of experience
Delivered tier I and tier II support by exercising sharp troubleshooting skills and resolving issues with connectivity issues and software in a client/server environment.
- Cooperated effectively with vendors to facilitate installation, testing, upgrade, and migration of new software.
- Maintained, fine-tuned, and optimized system architecture through outstanding expertise in application installation, configuration, integration and administration.
- Resourcefully applied code modifications for enhancements and defects to meet and/or surpass customer needs.
- Installed patches on Sun Solaris and HP11i and performed database sanitization for Oracle 9i upgrade.
- Executed unit and system test on enhancements, patches, and applications to ensure 100% quality results.
- Closely monitored production systems to ensure consistently flawless performance.
0-5 years of experience
Provided technical support to clients using software products developed by S1 Full Service Banking Solutions for the financial industry
- Participated in rotating 24×7 “on call” support coverage for severity 1
- Efficiently identified and resolved issues related to SQL Server
- Managed and prioritized an individual open case queue
- Documented and reported application defects to Development teams
- Implemented application fixes in a production
- Assisted Quality Assurance team in validating bug fixes and patches
0-5 years of experience
Served as a senior member of the global technical support team in Mobile Computing Division, provided second level support for various enterprise mobile device software products on Windows Mobile and Windows CE platforms.
- Guided and assisted customers in debugging and troubleshooting software applications using Motorola SDKs, resulting in improvement of SDKs and substantially decreased customer engagement needed from engineering teams.
- Received merit awards for resolving complex software issues and providing exceptional customer service.
- Improved issue troubleshooting efficiency by developing applications using C/C++/C# to automate gathering of technical data at customer sites.
- Coordinated and worked with software and hardware engineers and improved product quality.
- Proficient in using Clarify issue tracking system to track and log support issues.
0-5 years of experience
Provided Software 1st and 2nd level support on the KRONOS Time Keeping Software.
- Assisted users with completing their time card correctly and getting it approved correctly.
- Resolved irate customers having difficulties completing their time cards.
- Implemented call-taking techniques that have been the catalyst for the help desk and my coworkers.
- Provided the technical hardware and logistical support.
- Interacted effectively with all customer constituencies.
- Maintained the operational availability of all computer related equipment, network infrastructure.
0-5 years of experience
Analyzed and successfully resolved software product defects with engineers and customers. Planned and effectively implemented projects with variety of technicians and business personnel. Recognized for exceptional leadership and technical ability, receiving multiple promotions within first fourteen months in position.
- Managed and maintained Visual SourceSafe v6 version control system
- Installed, configured, and maintained Microsoft SQL databases for use with GENTRAN Server, using versions 6.5/7/2000
- Created and provided detailed solutions for first tier technical support.
- Built, tested and managed the development lab to facilitate replication and resolution of product issues and defects resulting in 50% increase in efficiency of replicating customer systems and 60% increase in accuracy of initial diagnosis of customer issues
- Successfully designed, tested and implemented a comprehensive performance and benchmarking plan using Empirix e-TEST Suite
- Used HTML, XSLT, XML, and VBScript to customize GENTRAN Web Suite ASP implementations
- Provided third tier support for GENTRAN Web Suite, requiring analysis and resolution of issues involving Microsoft Internet Information Server and Web Suite
- Resolved escalated support issues by debugging and correcting software defects with Visual Basic and Visual InterDev
0-5 years of experience
Provided advanced technical support of the Paradox for Windows relational database product to fellow engineers, paid support programs and advisor-line customers (via phone 800 & 900 numbers) and CompuServe On-line Support Forums.
- Participated in the Q/A network testing, bug hunting, documentation reviews and Beta support of Paradox for Windows.
- Researched and analyzed Paradox for Windows software for possible problems and bugs; efforts yielding a $10,000 bonus from the company
- As part of the Pc and Macintosh Technical Support Team, provided assistance and troubleshooting advice to customers for company software products.
- Demoed Macintosh related software at MacWorld 1991. Wrote custom dBase application for department for tracking hardware and related network problems.
0-5 years of experience
Environment: Hubs, Cables, Multiplexers, DSUs
- Provided support for hardware and software to over 700 Health Network clients.
- Installed and configured SCO OS 5.0.5. Network Computers, installed Scone Enterprise OS using Hubs, Multiplexers, Modems, Async Adapters and UPS systems. Install terminals, PCs and printers.
- Setting up host systems for training purposes.
- Implementing backup strategies and writing cron jobs to perform periodic backups using LONE TAR.
- Planned and implemented hardware and software upgrades, migrations and data conversion. Server administration including building servers, upgrading servers and hardware migration.
- Monitored, maintained and managed UNIX File Systems. Regular user, administration and troubleshooting for Windows NT and SCO UNIX. Maintained file systems disc space.
0-5 years of experience
Supported onsite and offsite customers and end-users. Troubleshoot issues that occurred with customer hardware, software, or network connectivity as well as loading images on user machines. Managed the focal point for the Backbone Management Center (BMC), Customer Assistance Center (CAC) and Voice Network Support Center (VNSC).
- Led in several projects rollout BMC, CAC, and the VNSC. Created several VB and Windows scripts for the Networks.
- Maintained and supported all Networks, Internal hosting equipment hardware and software in the server farms.
- Demonstrated skills in developing and executing strategic initiatives and focusing on team motivation and improvement.
- Provided level II/III support to users and software developers. Researched and developed permanent resolutions for production environments. Maintained customer report, escalation report, bug report on a Siebel Database. Interfaced with outside developers and escalated problems when necessary.
- Provided input to peers, management and customers for recommendations on alternate solutions/improvements.
0-5 years of experience
Responsible for software operations support, as well as start up, sustaining support, and maintenance of Endura 5500 PVD, Centura 5200 HP CVD, Vantage RTP, and CMP 300 mm wafer processing systems.
- Supported and Coordinated Software Operations for 300mm Endura, Centura, Vantage, and CMP wafer processing, thin films systems.
- Performed Hard Drive Imaging, Software Upgrades, Ethernet Communication/TCP-IP troubleshooting and correction, and Factory Automation troubleshooting.
- Designed a Daily Pass Down and Parts Tracking database in MS-Access to capture tool status, maintenance and troubleshooting data, reducing troubleshooting time and increasing tool availability.
- Developed a Site Employee Information Tracking and Automated ERGO Notification Paging system using a combination of MS-Access, HTML, and Java Script.
0-5 years of experience
Primary responsibility was providing technical analysis based on client evidence of their issue.
- Responsible for installation of company software for clients and training of its use.
- Developed and tested new software releases designed to provide fixes for issues according to client data.
- Managed and corrected Client data as well as made data queries in SQL at the request of the client.
- Complied with company standards as far as quality service and statistic compliance.
6-10 years of experience
Researched and assessed complex issues; contributed to project schedule generation, including scope of work, duration of tasks, and order of execution.
- Monitored work-in-progress against scheduled commitments, reporting progress and any potential delays in deadline to management.
- Interfaced with R&D development teams to comprehend essential requirements and improve test effectiveness.
- Ensured compliance to regulatory requirements and quality standards.
- Executed backend configuration, including data conversion and dimensional and hierarchy modeling.
- Performed frontend configuration, including configuration of forms and workflow.
- Translated requirements into design and implementation of well-structured and documented software components.
- Leveraged tools and technologies to support product implementations, including databases, web and application servers. Apache version 2.2.11, Solaris 9/10 and SQL Servers Oracle 11g, Postgres 8.4 and MSSQL 8.4.
- Evaluated complex customer network architecture, connections and databases.
0-5 years of experience
Reduced data processing time by automating manual tasks via scripts which improved the efficiency by more
than 70%.
- Championed and convinced the design architects on the need for optimizing a product module design
- Monitored and maintained critical production databases and kept them redundant.
- Co-ordinate work between the technical support and development teams.
- Prepared induction plan for newly inducted associates which thereby ensured high productivity.
- Led the technical support team, which carried out the data processing.
- Computers: Visual Studio 2008, Excel, Word, PowerPoint
- Programming Languages: .NET, SQL, PL/SQL (Oracle Certified Associate), HTML
- Development Software: SQL Server, Team Foundation Server, .NET Framework
0-5 years of experience
Performed configuration and application support activities for MenuLink and Delphi applications, used by over 900 restaurants nationwide
- Designed and developed reports using SQL and Excel to provide business owners critical information for decision-making
- Created complex SQL queries to troubleshoot, identify and correct issues with end-user data entry and external data imports
- Subject matter expert for XML file and data imports/exports between business-critical applications and data warehouses
- Performed in-depth and detailed data analysis in troubleshooting and issue resolution, verifying data behaves appropriately in the system
- Worked closely with other business teams, development staff and several IT areas to ensure systems are performing properly and data is moving as required
- Managed responsibilities and tasks of contract resources both on-site and off-shore
- Technical lead for new application implementation and go-live support
0-5 years of experience
Participated in the evaluation, design, implementation, QA, documentation and support of a various software in a 300 bedroom hospital in central, Illinois region.
- Implemented and supported web\client server software applications while interfacing with internal and external customers.
- Functioned as a Senior Software Support Engineer by taking a more active role in leading and evaluating/implementing of web/client server software projects.
- Troubleshoot, diagnosed, and remedied system software/hardware failures. Coordinated problem resolution with Technical Support personnel from computer hardware and software companies.
- Assisted both internal and external customers in finding solutions to their need for information as it related to interfacing of disparate applications throughout the enterprise, spanning multiple architectures.
- Collected business requirements and evaluated departmental web/client server applications, committed to patient and customer excellence.
0-5 years of experience
Provided first-level support for 200+ customers and all company employee hardware and software. Supported systems included DOS, Windows, NT and UNIX systems.
- Tested hardware and software to determine feasibility of company use.
- Supported barcode computers, scanners, printing software and printers.
- Installed, supported wrote and repaired programs in VB, Delphi, FoxPro, Dbase, C, Unix
10+ years of experience
Diagnosed and resolved customer challenges remotely for direct customers, consultants, and pre-sales.
- Improved operational performance by effectively managing end-to-end support processes.
- Troubleshot, isolated, tested, verified, and resolved difficult software problems.
- Coordinated with various other teams to develop action plans for resolving difficult support issues.
- Performed as East Coast Lead support engineer for product specialty.
- Actively participated in Forums sharing product knowledge – created and submitted technical documents
- Logged, processed and worked incoming customer support calls for HP hardware and Microsoft software.
- Logged and maintained inventory of the team’s physical equipment assets.
0-5 years of experience
Analyzed Real-Time UNIX (RTU) kernel crash dumps, identifying and correcting the root cause of system software problems.
- Identified and resolved C, FORTRAN, ADA and Assembly Language bugs in customer code.
- Designed, and tested IBM360 floating-point emulation hardware enhancements to 7/32 hardware.
- Lead Engineer on a fault-tolerant Multi-Processor hardware design
- Developed remote troubleshooting tools.
- Computer Hardware Design team member for an early 32-bit minicomputer.
- Cub Master; Youth Soccer Coach; Mentor to children and youth; Homeless volunteer and coordinator; United Way T4T volunteer; Food Bank volunteer
6-10 years of experience
Served as a Noetix Consultant, responsible for executing Noetix Suite of products at client’s site.
- Supported clients with usage of Noetix Views and EUL Generator for Discoverer in preparing reports.
- Acquired and applied broad work experience with Noetix Views, Noetix Platform, and Dashboard implementation and troubleshooting of technical matters.
- Transported to Noetix Support in January 2007.
- Delivered support to internal and external Noetix clients in navigating technical and functional areas of Noetix products.
- Demonstrated proficiency with SQL Server 2000, 2005 in using the products and performing installation and database administration.
- Earned recognition as the Most Valued Person (MVP) of Support for years 2011, 2010, and 2007
- Earned “Dhanyavaad” award from Engineering team for my contributions to Product development team in Technologies area.
- Received selection as Technologies Escalation point or Tier 3 Support in Noetix.
0-5 years of experience
Performed software upgrades to the VSE node, the primary call processing node.
- Conducted Software baseline site preparations and applications for GSM and CDMA wireless customer sites in a Unix environment that corrected any issues and or updated and added new features to the customers network.
- Followed all customer and [company name] procedures and policies to ensure the health of the customers network.
- Monitored customer network activity during all software upgrade activities.
- Ensured complete network stability before and after all software-upgrading activities.
0-5 years of experience
Investigated and resolved customer issues for the Vista Plus product suite.
- Identified and documented software defects and enhancements for escalation.
- Assisted sales and consulting groups by providing proof-of-concept support to potential customers by implementing unique site specific solutions for a successful implementation.
- Validated new patch and product releases to ensure support quality standards are maintained.
- Organized and managed support for newly acquired Vista Plus Output Manager product line.
- Created product documentation and training guides. Organized group training and mentored new support engineers.
- Installed and administered Unix and Windows internal test servers.
- Traveled to customer sites to conduct product installations, upgrades, and training classes.
0-5 years of experience
Assisted with supervision and leadership of client team memebers who were responsible for delivering
technical support service to software end-users
- Handled 1st level end-user escalations
- Assisted with complex work-around for issues found within the application
- Consulted with product development team to ensure proper use of application feature and functionality
- Monitored each team member log daily to ensure proper management of incidents
- Documented reported product issues (bug) into Target Process System
- Constructed and posted Frequently Ask Question to external and internal website
- Tested and Validated application features
0-5 years of experience
Knowledgeably assist customers in resolving problems and successfully achieved 100% satisfaction rate.
- Prepare Enhancement Requests for software applications and upgrade computer systems with new features.
- Draft documentation on numerous company software products.
- Developed and instituted a new trackable metric to improve operational efficiencies.
- Reconfigured customer facing portal to implement greater user friendliness.
0-5 years of experience
Managed day-to-day operations and long-term direction of 10-person Technical Support team.
- Diagnosed and resolved customer issues with Xinet WebNative, Venture, and WebNative Portal software, including MySQL database issues and PHP customizations.
- Wrote Tech Notes about usage and customization of Xinet software.
- Designed and taught training courses for new and advanced users of Xinet software.
0-5 years of experience
Conducted extensive analysis and research to provide input on critical software issues for Installed Based group.
- Analyzed and evaluated technical issues and suggested methods and techniques to achieve a resolution.
- Collaborated with engineering education staff and data center to develop learning solutions for technicians worldwide.
- Designed and developed User specification for Infoshare database to facilitate global information sharing on machine control software related issues, with emphasis on the customer and engineering community.
0-5 years of experience
Provided software support to both internal and external customers on Linux based Network Attached Storage (NAS) device with various features for UNIX and Windows clients.
- Experience with NAS integrated and gateway models, protocols and connectivity for the CFS-14, CNS-14, NS600, NS700, NS502 Models.
- Diagnosed storage array issues for Symmetrix using symmcli from NAS and symmapi log, and for CLARiiON CX Series using navicli to verify storage groups, DPE enclosures, LUN ownership for Storage Processors and enclosure faults.
- Solved CIFS NT4, NT5 and mixed environment issues, including DNS, NIS, Kerberos, permissions, Domain Trust, both external and internal Usrmapper configuration issues.
- Rectified NFS client access, mount, stale file handles and performance issues.
- Performed NDMP Backup troubleshooting for various types of backup software including, but not limited to, VERITAS Net Backup and Legato Networker.
- Resolved Disaster Recovery cases for remote, local and cascading IP Replication, SRDF both Active/Active and Active/Passive environments.
- Diagnosed performance related issues and using tcpdump to collect traces at time of occurrence.
0-5 years of experience
Tier II and III Support Resolution Specialist – by phone, email or web based software with sometimes going onsite
- Identified Help Desk related trends and developed solutions
- Software and OS upgrades as well as hardware upgrades, data transfer
- Quality Assurance testing using VMware systems
- Maintain effective working relationships and communication in a team environment
- Trained new employees and established the standards for performance
- Acquired full operating knowledge for new product enhancements, while supporting the end user implementing our software
0-5 years of experience
Provide software L1 and L2 product support to developers and other end users of Pervasive database and web development products. Designed tested case scenarios for user solutions to application, network, and database design and deployment issues.
- Utilized Pervasive database tools and engines to resolve installation, configuration, and developer issues across a wide variety of platforms, in stand-alone, client-server, and Internet environments.
- Worked both independently and collaboratively to provide technical consultation to product development teams, sales representatives, and customers in support of applications/solutions utilizing Pervasive database and web development products.
- Managed customer relationships and expectations, managed issues on a stringent timeline, identified trends and made recommendations to the team for improvement.
- Authored over 80 technical articles for the online knowledge base.
- Delivered product workshops and technical pre-sales presentations on behalf of the Sales and Customer Engineering Departments.
6-10 years of experience
Resolved and researched customers issue surrounding the use of Adobe software packages. In addition, I organized and facilitated in-depth training and development of courses, which required coordinating materials for internal and external customers.
- Facilitated new hire training and served as team liaison
- Coordinated reports used to evaluate teams performance
- Researched and established an online support option for newly purchased software plug-in programs
- Addressing customer related issues via inbound phone calls, online user forms and email
6-10 years of experience
- Provided Technical Support for the Celerra Group, Backup and Recovery Group.
- Assisted customers with configuring EMC software to work in their specific network
- Investigated and resolved various storage related issues involving Symmetrix, CLARiiON
- Resolved network performance issues on networks involving switches, routers, in a LAN
- Assisted with training software engineers in the support center on new software releases.
0-5 years of experience
Tier2 developer support for full line of enterprise mobile computing software products.
- Performed software and configuration troubleshooting.
- Software code review and problem analysis.
- Developed workarounds, escalate/close, and create final report while interfacing with enterprise customers, partners, consultants, developers, engineers, quality assurance and product management.
- Team participant in product documentation review process, alpha and beta testing.
- Developed, coordinated, and implemented proactive measures for tech support infrastructure such as work processes, flow charts, FAQs and checklists.
- UAT (user acceptance testing) for Clarify customer service management system.
6-10 years of experience
Responsibilities included working with the software development teams to establish test procedures on product certification test plan, and provided customer support for operating issues associated with the HVAC and Electrical Raceway CAD software modules.
- Performed software product certification testing and provided support for various Plant Design System software modules.
- Developed and wrote product test procedures for acceptance, regression, and integration test plans and resolved customer beta testing issues.
- Provided customer product support and coordinated software fixes and releases with software development group.
0-5 years of experience
Support engineering for wi-fi and networking and Oracle E-business software suite.
- Support was provided for fortune 1000, service providers & government customers in Western USA, Northeast USA, [company name].
- Solved customer networking and software issues in a timely fashion and kept knowledge base information.
- Excelled in customer retention and satisfaction through risk management, mitigation and resolution.
- Provided project management of major support cases using PM framework processes.
- Frequently led the department in closing the most trouble tickets.
0-5 years of experience
Responsible for Level 2/3 support of corporate customers.
- Diagnosed software problems with Windows 95, 98, NT, 2000, and XP operating systems.
- Resolved hardware problems with printing and network applications.
- Provided high level of customer service when conducting visits: Break /Fix, Imac.
0-5 years of experience
Developed software patch solutions to software issues before, during, and after deployment of new software release into WorldCom’s domestic network.
- De-serialized code, developed complex patches, and implemented them without disrupting service to maintain customer satisfaction and address performance issues of new multiprocessor system.
- Engaged Nortel’s primary customer regularly to prioritize and address high-visibility issues.
- Served as team lead and interim manager.
0-5 years of experience
Level III Application Support Engineer for Mobile Task Automation (MTA) software on hand held devices such as Pocket PC and PDA.
- Supported key customers in configuring and customizing the company product on their devices.
- Troubleshoot the MTA software issues to determine the root cause of the problem and provided workable solutions and post launch support.
- Developed product requirement specifications in conjunction with Product Marketing based on bug triage meetings for product improvements, enhancements and knowledgebase.
0-5 years of experience
Provide level tier support to NCR retail solution clients
- Customer facing role, responsible for managing and supporting customer deliveries of software updates for POS (Point of Sale), signature capture devices, and scanners.
- Responsible for identifying, reproducing and tracking software defects in retail products through Remedy software
- Worked with cross-functional team members to drive software defects to resolution.
- Participated in software and hardware design review, product, and customer issue meetings
- Subject Matter Expert(SME) on Electronic Funds Transfer ( EFT) issues
- Developed and executed test cases for POS peripherals and magnetic stripe readers
- Instructor for ACS application training. Training ranged from configuring and installing software, troubleshooting, and gathering information prior to calling software support. Training decreased support calls by 10% and aided in a 50% turnaround in software resolution.
0-5 years of experience
While this contract did provide a greater opportunity to provide more security consulting, the main product used by the client was lacking in the ability to properly implements security solutions sided by side with the product. The clients were also very limited where the technology budget is concerned. The cost of the product many times forced clients to negate proper security measures and services that I could provide. Much of my time was used to provide security awareness for IDS prevention solutions; security policy; disaster recovery, audit and security standards awareness for HIPPA, SOX and ISO-17799.
- Provided Technical support for users and owners of medical EMR software
- Performed security setups maintained compliance with HIPPA and ISO 17799 regulations
- Setup data exchanges with other software packages via the HL7 Standards
- Trained customers on interface usages, setup, and navigation
- Answered questions in regards to network setup
- Showed caring for customers to ensure timely responses and satisfaction
- Used Remote connectivity software to access and control users systems for support
0-5 years of experience
- Assisted the Sales Team with Proof of Concepts and Data Extraction from different Enterprise Platforms.
- Worked directly with Partners, Distributors and Large Corporate Accounts to resolve customer/user issues.
- Provided overall escalation management and technical solutions when issues are reported.
- Reviewed open issues on a daily basis, updated our customers on the status of their escalated cases, and assisted in the reproduction of issues.
- Ensured that all of the required files are gathered and available prior to reporting bugs to the development team.
- Shared knowledge and provided articles to the Knowledge Base team, and communicated new product information and known issues.
- Provided technical problem resolution for all Corda/Domo products used by our customers, fully documented problem resolution in the Domo call tracking system and adhered to the designated Case Management/Escalation SLA’s.
0-5 years of experience
Provided customer support and problem resolution on the NextDocs product suite
- Remotely diagnosed, troubleshoot, resolved and communicated solutions to technical problems raised by customers including server performance, SharePoint issues, workflow issues etc.
- Worked with the product’s development engineers to resolve complex cases that require patching
- Wrote and published technical notes to expand the product’s knowledge base and FAQs, available for both internal and external clients
0-5 years of experience
Consulted & trained varied cable broadcast companies’ IT Staff & Management (travel ~1 wk/2 mo)
- ASP.net/Web server installation, management, & support; SQL database administration
- Performed Traffic & Billing applications installation, customization, configuration, & instruction
- Wrote technical documentation for distribution to staff & clients
0-5 years of experience
Provided technical support on Ungermann-Bass networking products to customers via phone and email.
- Performed the responsibilities of analyzing, reproducing and resolving customer issues. Tested software fixes and made releases to customers.
- Provided technical consultation on current and proposed systems to the clients.
- Performed responsibilities of documenting technical cases, recommendations and resolutions via ClearCase.
- Coordinated on the analysis and resolution of problems across various [company name] teams.
- Responsible for periodic quality readouts and reports.
0-5 years of experience
Provided technical support for clients via e-mail correspondence, web-based forum, and/or phone.
- Deployed the NetCharts J2EE application server on Apache & Tomcat.
- Developed the Chart Definition Language (CDL) source code for prospective clients in order to generate online charts and tables in NetCharts Server.
- Support web integration of data visualization software with Java, JSP, ASP and Cold Fusion MX.
- Contributed to the online technical forum and technical support FAQ.
0-5 years of experience
- Provided customer support in a non-facing client environment on configuration from mainframe to .NET.Sought solutions and strategies through a knowledge base on various products and subjects.
- Sought and determined root causes through incident replication and support of Tier 2 developers while installing and configuring software and servers.
- Documented all incidents using helpdesk ticketing system.
0-5 years of experience
Performed training, support, and maintenance for an integrated software development environment (VADSpro) built in Ada and C
- Led the deployment of VADSpro at several dozen large companies throughout the US and Canada
- Taught basic and advanced courses on the installation and use of the system
- Handled on-site and telephone support inquiries
- Debugged and fixed reported software bugs
- Supported sales force in demonstrations and feature comparisons with prospective clients
0-5 years of experience
Responsible for Level 3 IT support throughout the US
- Trained new employees for maximum productivity & increased knowledge of company systems.
- Troubleshooting TCP/IP communications network for problem determination & resolution producing optimum system availability & user access.
- Managed & implemented Outlook training for company Executive Administrative Assistants.
- Thorough knowledge of all Microsoft products including Windows & Office Suite.
- Managed network accounts using Active Directory
- Application integration, installation & support include AR/Remedy, Oracle, SQL & many others.
0-5 years of experience
Designed, installed, trained and supported the international based letter of credit software. Travel to various banks in Europe and Asia. CoreStates Bank Letter of Credit software converted to First Union International version. Conversion completed three months ahead of schedule and $50K under budget.
- Install customer desktop based banking software overcoming technical difficulties and pursuing solutions.
- Provided training for customers on all aspects of International banking software.
- Supported software at help desk, resolving customer questions and issues.
- Perform enhancement and acceptance testing for new software releases.
- Interfaced with Product Management and Programming group.
0-5 years of experience
SQL Server, Clusters Servers, Oracle, Oracle RAC and Oracle Apps. Support on daily basis for Customer’s as Microsoft, IBM.
- Installs different products and platforms to test recreate Customer’s scenarios.
- Creates technical solutions.
- Provides trilingual application support over the phone and e-mail of Ascent Capture and Release Scripts.
- Creates software documentation and technical knowledge base.
- Release scripts as Hummingbird, FileNet, OpenText, Documentum, etc
0-5 years of experience
- Provided client support for PaperSave, a SQL based document storage and management system. Draw on all of my network/software/hardware knowledge and experience to resolve issues impacting the software’s performance but not directly related to the software.
- Installed PaperSave software, conducted end user training. Recorded all clients’ technical issues in CRM and the resolution to their issues.
- Resolved all technical issues: SQL, networking, firewall, and end user.
- Remote support with ScreenConnect, GoToMeeting and TeamViewer.
- Used VMWare to replicate customer issues.
0-5 years of experience
- Developed firmware drivers for smartcard hardware applications.
- Provided support for smart card software and hardware applications.
- Troubleshot, debugged, tested, and documented software applications.
- Implemented report designer component (engine for crystal reports) into application.
- Developed application reports via crystal reports.
- Manual testing of software products
Software Support Engineer Duties and Responsibilities
In order to meet their daily obligations, Software Support Engineers must complete a variety of tasks. We looked at several job listings for Software Support Engineers and have listed the mostly commonly mentioned job responsibilities below.
Provide Technical Support to Software Users It is up to Software Support Engineers to field calls from consumers who are experiencing technical issues with software products. They assist customers in troubleshooting problems, diagnose issues with software installation and application, identify sources of the problem and offer solutions.
Assist with Software Design and Development Software Support Engineers can be involved in the creation of new software and work closely with software engineers and development teams to identify and resolve potential issues in the development stage. They analyze all aspects of the software and make suggestions throughout the development phase to help avoid issues in the final product.
Create Technical Documents and Manuals As Software Support Engineers encounter new software issues, they typically document these issues and their solutions to help future efforts in the design and implementation of software products. They also generate technical reports focusing on customer complaints and resolutions. In addition, Software Support Engineers might make written recommendations to improve technical support tools and processes.
Software Support Engineer Skills
To succeed as a Software Support Engineer, you must demonstrate strong analytical, troubleshooting and problem-solving skills. You will also need to exercise strong communication, organizational and customer service skills. Attention to detail is also a requirement for Software Support Engineers. The ability to work in teams, as well as independently, is important in this profession. In addition to these important skills, it is imperative that Software Support Engineers are able to do the following:
- Address customer concerns and issues regarding software installation and operation.
- Document complaint reports and troubleshooting steps.
- Assist software developers to resolve technical issues during the software development process.
- Teach customers how to install and use new software products.
Software Support Engineer Education and Training
Most employers seem to prefer candidates to hold a bachelor’s degree in computer science, software engineering or a related area. Voluntary vendor certifications, such as those provided in areas of programming languages, can be helpful for those seeking a career as a Software Support Engineer. For example, Microsoft and Cisco certifications might be listed by some employers seeking Software Support Engineers.
Software Support Engineer Salary
Statistics provided by the BLS show that Software Support Engineers earn a median annual wage of $49,390. Those in the 10th percentile are paid a median annual salary of $29,440 and those in the highest percentile earn $82,160. Those employed by computer design companies tend to earn the highest annual mean wage. By state, Software Support Engineers employed in the District of Columbia ($64,960), Massachusetts ($62,430) and California ($61,820) earn the highest annual mean salaries in the U.S.
Software Support Engineer Resources
It is often helpful to review blogs, professional association websites and other resources to get a clearer picture about any career you might be considering. We have offered some additional resources below that can help you gain a better understanding of what is involved in working as a Software Support Engineer.
IEEE Technical Council on Software Engineering – through conferences, workshops, online training and more, this organization provides Software Support Engineers and software developers with various tools to help them achieve professional development goals and increase their understanding of latest advancements and practices in the field.
ZenDesk Blog – this blog, offered by a leading software solutions company, provides several entries focusing on best customer service practices for software support professionals.
The Art of Software Support by Francoise Tourniaire and Richard Farrell – This book explores the building of an effective software support center and also reviews best practices and operations for software support staff.
Technical Support Essentials: Advice to Succeed in Technical Support by Andrew Sanchez and Karen Sleeth – This book offers Software Support Engineers and other technical support personnel a review of best practices and the application of theories in good work habits, customer satisfaction and more.
A Guide to Computer User Support for Help Desk and Support Specialists 6th edition by Fred Beisse – From troubleshooting practices to training methods, this book covers all aspects of being a technical support professional. Includes the latest development and support practices used in the field.
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Last edited by: Gabriela Barcenas, CPRW, Content Writer II -
Gabriela Barcenas
CPRW, Content Writer IIGabriela is a Certified Professional Resume Writer (CPRW) and career adviser. With 10 years of digital media experience and five years of resume writing expertise, her publication history includes fashion, education, travel, social justice, equitable design and career advice.
