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Technical Support Engineer Resume Samples
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Candidate Info
years in workforce
years at this job
Information Technology Computer Network Systems
Technical Support Engineer
Provide technical support and customer service for NetApp clients. As a Technical support engineer I am committed to diagnosing, reproducing, and fixing customer software and hardware issues. Troubleshoot protocols running on NetApp hardware to assist customer with problem isolation and resolution. If requested, escalate the customer's case to a subject matter expert.
- Research client's issues in a timely manner and follow up with the customer with recommendations and action plans.
- Participated in team meetings weekly, ask questions and provide input on case backlog, technical process, and new processes within the department.
- Mentored new engineers by answering technical questions, escalating cases, and teaching detailed process development.
- Provide root cause analysis for customer's storage appliance failure.
- Trained with senior system engineers to enhance my personal technical skills as a Technical Support Engineer and learned internal process for escalating cases and approving or denying handovers to specific verticals.
- Utilize previously acquired technical experience to become actively involved in day-to-day technology team to meet schedules and resolve problems.
Candidate Info
years in workforce
years at this job
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
years in workforce
years at this job
GED
Design
Technical Support Engineer II
Provided over three years of quality customer service, which included the handling of second support tier cases and difficult scenarios, while focusing on the best customer experience.
- Supported game software and hardware, operating systems and network communications by troubleshooting related issues.
- Reduced workload of escalations and maintained their timely feedback to management.
- 100% satisfaction customer survey rate six months in a row.
Candidate Info
years in workforce
years at this job
Technical Support Engineer
Technical Support Engineer, primary duties included fielding help desk service calls (level 1,2 and 3) for both customers and Field Service reps.
- Conducted complex service training for domestic and international service reps on KUKA robots. This training saved Accuray an estimated $30,000 - $45,000 per year.
- Support engineer for in-house training systems with a system up time of 98%, allowing customer training to be conducted without impacting established training schedules.
- Member of the New Product Integration team responsible for documenting new procedures, and implementing training of support engineers on all new procedures and equipment.
Candidate Info
years in workforce
years at this job
Computer Science
Senior Technical Support Engineer
Tested FactorySuite and ArchestrA components utilizing Windows based platforms including Windows 2000, Windows XP, and Windows Server 2003.
- Provided customer support for all client/server based products
- Certified Support Provider for Factory Suite and ArchestrA products which included IOServers, DAServers, InTouch, InSQL, InControl, and Application Server.
- Wrote technical documents related to current products that were published on company's Support site.
- Served as mentor for employees to improve their individual skill levels.
- Worked with customers on a daily basis to resolve issues related to PLC communication that includes Allen Bradley, MODICON, and Siemens products.
- Tested with Wonderware's InSQL Server in conjunction with SQL Server which included installing and setting up Microsoft SQL.
Candidate Info
years in workforce
years at this job
Management Information Systems
Technical Support Engineer
Provided technical assistance to corporate and government clients pertaining to Citrix products; XenApp, Web Interface, Storefront, Access Gateways, Netscaler, XenDesktop, and others.
- Contributed to external and internal knowledge base articles.
- Configured and maintained internal lab containing hypervisor(s), server(s), workstation(s), gateways, mobile devices, SSL certificates, group policies, firewalls, multiple domains, and others.
- Reproduced issues in lab environment. Clearly documented cases with troubleshooting steps, recommendations, and resolutions.
- Point person for highly sensitive client issues, and the more complex technical cases.
Candidate Info
years in workforce
years at this job
Technology
Information Systems Management / Software Development
Certification
Technical Support Engineer
Primary Technical Support Engineer responsible for 1st call on customer issues via on-call, phone, tickets and email.
- Responsible for researching, replicating, performing root cause analysis and providing feedback for product issues reported by the field professionals and customers within SLA time frame.
- Provided On-site technical assistants for Sales Engineering in POC stage of sales agreements.
- Work with Documentation and QA teams as necessary to resolve product and document issues.
- Managed the technical support page by creating FAQ and KB articles. Uploaded links for documentation and software downloads of new versions of [company name].
- Managed Zendesk ticketing system support queue. Programmed attributes to meet our support process improvements including automation and macro designs.
- Built [company name] Hadoop multi-node cluster test labs using Hadoop Distros (CDH 4/5, Apache Hadoop, MapR and HortonWorks) and Hadoop Eco-systems, Virtualizations and Amazon Web Services component.
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