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Support Engineer Resume Samples
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6-10 years of experience
Prioritize issues based on impact, document the solutions and provide highest quality of customer service
- Helped establish new processes and procedures on responding to various security incidents, significantly increasing response time and improving overall customer service.
- Solved complex troubleshooting problems with various network devices and triaged them to appropriate groups as needed.
- Troubleshoot issues as well as supported Exchange, Active Directory, and VOIP
- Performed as System Administrator, managing all new Active Directory Accounts
- Established new processes and procedures on responding to various security incidents, significantly increasing response time and improving overall customer service.
- Answered and resolved level 1 support issues as well as being the lead on all escalated level 2 and level 3 support calls.
0-5 years of experience
Implemented a quarterly customized training program for the team that helped reduce the time to closure of technical issues from 35 days to 20 days.
- Evaluated WLAN companies with revenues from $50 million to $300 million for OEM partnerships.
- Streamlined processes for renewal of support contracts between the company and OEM partners which enabled customer to get uninterrupted access to support services.
- Analyzed quarterly data of customer service requests handled by the engineers, recommended training, and changes in the process
- Analyzed feedback from customers to make enhancements in the WLAN products.
- Analyzed the geographic locations of customer related issues and used it to allocate resources accordingly.
- Evaluate world-wide WLAN team performance and take measures for further improvement.
0-5 years of experience
Provided tier 1 and tier 2 technical support over the phone and through email to various clients around the globe including a number of Fortune 500 companies
- Performed and documented beta testing of new software releases and also created case solution documentation which would be used by other departments and senior management
- Accepted case escalations from junior techs and solved many of the complex cases the technical support team received
- Especially difficult cases would require multiple days and sometimes weeks of testing and troubleshooting which would sometimes include close collaboration with the product development team as well as the internal IT team
- Provided complex solutions for issues such as merging databases, communicating over the WAN using the Enterprise Integration Service, importing data from various sources into an InfinityQS database, etc.
- Troubleshot various non-software issues as well involving Oracle, SQL, firewalls, virtual environments, and various other technologies
0-5 years of experience
System re-imaging of hardware, RAM replacement/upgrades and basic Computer hardware repairs.
- Installed, configured, and troubleshot laptop and desktop hardware, software and peripherals
- Documented system configuration, inventory/assets
- Part of the migration team for system rollout from Windows95 to Windows98.
- Assist in formulating and implementing procedures to improve customer service
- Created, enhanced and executed detailed work plans & schedules for assigned projects
- Respond to all help desk tickets within SLA guidelines
0-5 years of experience
AW139 Helicopter Product Support Engineer:
- Provided engineering support to customers using engineering drawings, bill of materials, technical publications and intercommunication with engineering design departments to support customers with a fleet of over 300 helicopters
- Worked as a team to improve internal processes using Six Sigma and Lean principles – reducing turnaround time of communications from over 72 hours to under 24 hours
- Multi-tasked over 70 open projects simultaneously in a high stress environment
- Developed maintenance, repair and assembly procedures and completed table-top and on aircraft validations
- Performed root cause analysis of aircraft failures
- Developed strong relationships with customers and conducted visits both domestic and international
0-5 years of experience
Manage, designed, and implemented hospital network consisting of (VMware VSphere, Vcenter), Citrix Xenapp 5.0 (Citrix Web Interface, Licensing, PNAgent), .Net, Windows 2008, UPS Network Management, and MD3200 (configuration and setup) for Spacelabs Visitors Information Center.
- Implemented future enhancements of application software and operating systems.
- Installed and supported 3 SQL databases and guided establishments of connection of monitors to PNAgent published applications to provide constant monitoring over website and ability to demonstrate company products globally with little effort.
- Wrote all training and documentation material for users of various types as well as trained technical support staff on use of system.
- Established training and demonstration system that has become standard throughout the company.
- Facilitate communication with and educate customers regarding various systems, specifically SQL, HL7 applications and monitors, and related software and hardware.
- Liaison to internal and external customers regarding systems issues and usage.
0-5 years of experience
Provide Tier three support for Premier Support customers across the world for Exchange 2003 through 2013
- Recognized by [company name] Norway for handling of a case that allowed them to upsell a major customer
- 100% top scores in customer satisfaction surveys
- In-depth experience with [company name] monitoring, maintenance, and diagnostic tools such as performance monitor, windows and application specific logs, process tracing, etc to troubleshoot both Exchange and Windows server performance
- Co-authored blog post to provide customers with checklist to troubleshoot common Exchange search issues
- Coordinate multi-team efforts to drive customer cases to closure
6-10 years of experience
Provided remote software/technical support for the Centricity Perinatal System as a member of the GE Healthcare-IT Technical Support Staff servicing 1600+ hospital systems
- Diagnosed and resolved operating system, hardware and software program problems to root causes
- Recommended configuration changes and system additions that optimized performance
- Resolved issues to meet customer satisfaction by keeping the customer updated on the case status while maintaining an action plan for the investigation and resolution life cycle of the case
- Identified process gaps and provided solutions that improve the customer’s quality of service
- Coordinated and performed Centricity Perinatal software upgrades
- Provided outstanding customer service as a member of a world-class team providing 7×24 support of GEHC-IT customers
- Provided assistance with Centricity Perinatal Security Audit Trail/Designer Audit Trail analysis
0-5 years of experience
Developed proprietary SNMP product as a management solution to customers that needed third party monitoring of their co-location server equipment. Working with developers, the design was based on SNMP gets for I/O, hard drive reads and write and CPU usage which convert to data usage and alerts in which the support group either repairs or informs the client of the issue.
- Architected and implemented company’s remote infrastructure with hardware redundancy using Cisco 2621 routers, Cisco 2924 switches, Pix firewalls, and VPN tunneling using GRE and IPSEC to allow OSPF to route to the backend of customer equipment within their co-locations in the Exodus data center.
- Designed and implemented LAN connectivity with the use of HSRP, ACLs, NAT, and STP.
- Installed ASA 5505s at client co-locations for network access to allow for remote monitoring of client data center equipment.
- Configured and managed HP Openview for monitoring network devices.
0-5 years of experience
Managed and monitored the applications and systems that were critical to the day-to-day operations and clients’ businesses; worked with systems across the organization that would have/may have crossed multiple time zones; proactively sought quality and efficiency improvements via configuration changes and management of the production environment; assisted with quality assurance design of test scenarios and execution of test scripts and document defects; ran maintenance procedures and took action based on analysis; provided tier 1 and 2 support for core applications.
- Assisted in creating a database of all Control-M, Autosys and ITPAM servers and their respective physical locations for the purpose of developing a contingency plan in case of emergencies
- Improved operational efficiency by granting all Control-M Operator Lite users edit access and eliminated Control-M Adhoc from ITPAM.
- Queried the database using SQL to verify and keep track of scheduling operators and their various levels of administrative access to the database
- Developed a SharePoint site to centrally organize and maintain all training documentation and training records for all members of the Core Scheduling group.
- Primarily responsible for accurate problem identification, recommendation of system or design fixes, and resolution of P1S1 incidents
- Assisted team leaders as a business analyst for a major software upgrade
0-5 years of experience
Assisted with installation and troubleshooting for email security products for business and government customers.
- Investigated customer issues involving mail routing issues, spam, secure messages, attachments, and embedded URLs.
- Created custom rules to modify the way security filters work to meet specific customer needs.
- Gathered information on false negatives/positives and submitted them to labs for further investigation.
- Collaborated with sales and engineering to ensure customers were receiving outstanding service.
6-10 years of experience
Managed team of 6 engineers at tier 4 Verizon Communications data center
- Provided L2-L3 support, including escalation management on Sun x86, SPARC, Storage and OS
- Merited repeated promotions, recognized for providing outstanding customer service
- Consistently surpassed customer satisfaction goal of 9.53
- Created database of Sun HW, significantly improving customers inventory control and resource management
- Routinely collaborated in complex data center infrastructure build projects
10+ years of experience
Primary responsibilities are to maintain hardware on all servers, storage and network equipment, diagnose error logs, making adjustments or repairs, keeping detailed records of troubleshooting and repairs.
- Maintained firmware levels for all equipment and updated as needed.
- Communicate with customer cause of present problem, giving best practices and standards.
- As team lead developed training materials, pre-maintenance schedules for multiple remote sites and coordinated parts logistics for all sites.
- Worked with customer and sales teams to develop hardware/software solutions to meet their needs
0-5 years of experience
Assisted with installation and troubleshooting for email security products for business and government customers.
- Investigated customer issues involving mail routing issues, spam, secure messages, attachments, and embedded URLs.
- Created custom rules to modify the way security filters work to meet specific customer needs.
- Gathered information on false negatives/positives and submitted them to labs for further investigation.
- Collaborated with sales and engineering to ensure customers were receiving outstanding service.
0-5 years of experience
Provided third level technical support for semiconductor equipment escalations at multiple customer sites by providing quality solutions to field and customer personnel.
- Performed as part of a team to introduce new product and took an active role in the development of technical procedures to enhance service and equipment reliability.
- Developed procedures for maintenance and repair of semiconductor equipment and trained field and customer personnel to safely perform each task.
- Provided on-site repair and support of complex electronic / electro-mechanical equipment in a semiconductor manufacturing environment.
- Maintained and calibrated robotic wafer handling systems.
- Installed hardware and software upgrades and provided technical report to engineering personnel.
- Proficient with vacuum systems / pressure control, RF matching networks, and process gas deliver systems.
0-5 years of experience
Troubleshooted and resolved desktop support issues ranging from hardware failures to Network applications including Citrix and VMware environments
- Supported End-Users through Remote Access of their systems
- Maintained the up to date operating procedures inside the IT department, as well as creation of new Knowledge Base Articles to support my team
- Delivered excellent customer service abilities, many users asked for me by name
- Managed access control of desktop and network applications with Active Directory
- Documented all issues with a ticketing system
- Trained all new employees, and wrote the training manual for my company
- Prioritized and Escalated issues to Tier 2/3 Teams when necessary
- Maintained a 5-6 minute call time, 95% First Call Resolution, and 95%+ user survey result
0-5 years of experience
Defined Root Cause, project scope, goals, and deliverables that support the Electric Systems business goal.
- Worked closely with Suppliers to review and approve new replacement for obsolete production parts and components.
- Communicated effectively with the Electric System Dept. on testing progress and any deviation from performance standards experienced during each test.
- Guided and lead the PSE team on root cause problem solving actions for any deviation from performance standards experienced by the Customer.
- Communicated project expectations to Management and Customers in a timely and clear fashion.
- Developed and delivered progress reports, requirements documentation and presentations to Management and Customers.
- Drafted, submitted budget proposals, and recommended subsequent budget changes when necessary.
- Proactively managed changes in project scope, identified potential crises, and devised contingency plans and Delegated tasks and responsibilities to appropriate personnel.
0-5 years of experience
Resolved customer break fix and system configuration issues via phone or email.
- Assisted in disaster recovery efforts.
- Identified and reported product defects and enhancement requests.
- Created technical documentation for both external and internal customers to help ensure customer satisfaction and continuity of resolution procedures.
- Recreated customer issues via company hardware and virtual lab (ESXi). In each case this meant configuring Windows Server (2003, 2008, 2012) and desktops (Windows XP, 7, 8).
0-5 years of experience
Determining customer requirements and designing VMware-based solutions architectures spanning VMware’s product portfolio from the vCloud Suite to the Horizon Suite to meet the functional and business requirements of a range clients of various sizes and across verticals.
- Educating customers and internal staff on VMware products offerings and best practices for combining solutions to create a functional environment.
- Planned, designed and implemented enterprise solutions involving VMware, and Microsoft Technologies.
- Experience with the design, architecture and implementation of Virtual Infrastructure environments using VMware VI, Virtual Center, Lab Manager, DRS and HA.
- Performed hands-on technical implementation, troubleshooting, and remediation on complex client projects requiring high-touch or strategic vision.
- Involve Mentoring and providing quality assurance oversight to professional System Administrators during the course of technical engagements to ensure that VMware solutions were delivered in accordance with best practices and professionalism.
0-5 years of experience
Provided Onsite system support including adding deleting user accounts and permissions in Active Directory.
- Troubleshot and resolved layer 1 network issues and escalated layer 2 and 3 issues for quick resolution.
- Trouble shot and repaired computer hardware issues and installed software.
- Managed network printers and printer installation
0-5 years of experience
Provided Global Group Management of user accounts using Active Directory.
- Managed Trust relationships and permissions access across domains.
- Maintained company email accounts and addresses using MS Exchange.
- Provided network troubleshooting expertise for end-users TCP/IP and DNS issues.
- Supplied break/fix support of hardware, software, and network reported incidents.
- Repaired, upgraded, and imaged computer systems using Symantec Ghost.
- Mentored colleagues in the quick assessment of broken computers and ensured a speedy turnaround for upgrades and repair of computer hardware and software alike.
0-5 years of experience
As a Technical Support Engineer for NetBackup, worked with Symantec’s customers to troubleshoot and resolve complex technical issues relating to the NetBackup software.
- Partner with customers to analyze and resolve complex technical issues over a very wide array of technologies
- Experience troubleshooting issues in diverse environments including NetBackup appliances, Windows, Linux, and Unix systems
- Maintained a 97%+ CUSTOMER SATISFACTION survey scores and earned frequent letters of commendation from customers
- Provided technical assistance to other technicians as a subject matter expert for various technologies and assisted in training new hires
- While working escalated and advanced cases, maintained less than a 3% case reopen rate
- Assisted junior and senior colleagues building test environments to recreate customer environments for troubleshooting and education purposes
- Showcased as a model for exceptional case management and documentation
0-5 years of experience
Provided real time support to customers by solving their problems by email, phone or in person
- Resolved network problems efficiently by minimizing the downtime
- Communicated with other departments to put easy procedures to help customers solve their problems
- Assisted the faculty, staff and students with the setup of the email and the wireless connections on their laptops and desktops (MAC and windows)
- Trained customers to use a new software or hardware
- Supported all TCP/IP network configuration and telephony of the university
- Configured cisco, Nortel (Avaya) switches and wireless routers
- Lead conference calls with the highest level of support for solving complicated problems
0-5 years of experience
Performed troubleshooting and system upgrades on all DSC products. Played a key role in building Tier 1 and Tier 2 technical support for future DSC customers.
- Designed new service ticketing system
- Created HTML sourced customer facing automated email responses
- Installed, configured and troubleshot Dell servers in standalone, hybrid, central and local setups
- Troubleshot and configured Linux based DSC sensors
0-5 years of experience
- Performed remote and on-site analysis, diagnosis, and resolution of IT issues for end-users.
- Managed and monitored servers and cloud services such as Google Apps & Office 365.
- Served as backup for other User Support Engineers.
- Collaborated with other regions, global support groups and service owners to identify new service requirements and enhance existing ones.
0-5 years of experience
Performed troubleshooting on Samsung RAN network Equipments, including CDMA and LTE Equipments such as RRH
- Worked on LSMR GUI and BSM GUI, Logged in and checked Communication Alarms, wilted sites upon Customer request
- Performed ticketing for internal and external third-party tickets in the remedy tool for issue related to CORE and RAN Samsung Equipments
- Monitored the 3G Core and 4G core Network Reports and checked for any Critical Major and Minor Alarms
- Performed Maintainence in Maintainence Window on Customer Request (FA Remapping, Site Activation and Deactivation, TX Attenuation, CEP Resets, BCP Resets, RRH Resets, UDP Activation and Deactivation )
- Generated RRH, RET, CEP and BCP LOGS on Request
0-5 years of experience
Microsoft SharePoint Online / OneDrive for Business / Office 365 Data Protection
- Create sites, templates, workflows, lists and libraries to support firm initiatives
- Design and fix site structures
- Analyze and resolve problems related to performance, data, software, servers, and usage.
- Support secure document collaboration via Office 365 online portal
- Maintain security for SharePoint servers, services, and applications
- Assisted tenant global administrators with access to accounts
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Support Engineer
Last edited by: Gabriela Barcenas, CONTENT STRATEGIST -
Gabriela Barcenas
CONTENT STRATEGISTGabriela 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.
