Support Engineer Resume Samples

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Support Engineers assist customers and answer their questions related to company products and services. Common duties of a Support Engineer include taking phone calls, diagnosing and solving technical issues, processing customer orders, updating their knowledge of new technologies, and preparing reports on product problems. Based on our most successful resume samples for Support Engineers, eligible candidates should demonstrate computer proficiency, customer service expertise, strong communication skills, troubleshooting abilities, and proactivity. Employers select resumes making display of a Bachelor's Degree in a technical field.

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1

HELP DESK MANAGER / Sr. SUPPORT ENGINEER

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.
Candidate Info
10
years in
workforce
10
years
at this job
BA
Accounting
2

Senior Technical Support Engineer

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.
Candidate Info
7
years in
workforce
4
years
at this job
BE
Bachelor of Engineering
MBA
Fully Employed Program
3

Support Engineer

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
Candidate Info
3
years in
workforce
2
years
at this job
BA
Economics
4

Desktop Support Engineer

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
Candidate Info
2
years in
workforce
8
months
at this job
5

Product Support Engineer

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
Candidate Info
3
years in
workforce
2
years
at this job
BS
Aerospace Engineering
MS
Engineering
6

Global Technical Support Engineer

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.
Candidate Info
11
years in
workforce
3
years
at this job
AAS
Associate of Applied Science
BS
Social Work
7

Support Engineer

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
Candidate Info
19
years in
workforce
2
years
at this job
BS
Bachelor of Science
MS
Master of Science
8

Centricity Perinatal Technical Support Engineer

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 7x24 support of GEHC-IT customers
  • Provided assistance with Centricity Perinatal Security Audit Trail/Designer Audit Trail analysis
Candidate Info
32
years in
workforce
8
years
at this job
9

Senior Network Support Engineer

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.
Candidate Info
9
years in
workforce
10
months
at this job
HS
High School Diploma
10

Technology Program Analyst/system Support Engineer

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
Candidate Info
5
years in
workforce
2
years
at this job
BS
Computer Information Technology

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