Senior Technical Solution Engineer Resume

PROFILE:

Seasoned customer service professional with over nine years of extensive work experience in client relationship management, service support and delivery. Effectively worked with diverse groups at all organizational levels, ranging from Senior Management to dealing directly with external customers. Detail oriented and efficient, with strengths in both project and time management.

KEY AREAS:

Customer Relationship Management
Service Delivery
Leadership and Team Management
Network Configuration & Management
Project Management
Service Level Agreements (SLAs)

TECHNICAL SKILLS:

Programming Languages: JAVA, C++, C, Visual C++, SQL, Basic, Pascal 1.5, HTML, ADO.NET

Databases: dbIV, MS Access 97/2000/2003 , SQL Server

Multimedia: 3D - Studio Max, Pro-E, Macromedia Flash 5, Adobe Photoshop 7

Office Suites: MSOffice 97/2000/2007/2010/2013 , Corel Office Suite 2000, MS Project 2000, Remedy

Operating Systems: Win 95/98/NT/ME/2000/2003/XP/Vista/2008/7/8.1 Pro, Linux

Networking: Active Directory, Networking, VoIP, Telephony Technologies, VMware

PROFESSIONAL EXPERIENCE:

Senior Technical Solution Engineer

Confidential

Responsibilities:

Successfully managed backup systems, VoIP and telephony systems
Managed customer expectations as per SLAs, handled customer escalations and maintained overall customer satisfaction inclusive of post - incident reviews
Collaborated within IT and business owners to ensure timely, quality and on budget delivery of solutions as well as strategic alignment as necessary
Used analytical and problem solving skills, and effective probing techniques to ensure the complex issues are resolved in the shortest time possible
Prioritized work that needs to be done against the capacity and capability of the team
Mentored new employees in training, sharing and transferring the knowledge

Technical Associate

Confidential

Responsibilities:

Achieved established business objectives and complied with documented best practices, to solve unusual or difficult problems where logical methods have failed
Took accountability to solve issues from beginning to end, actively participated in a team environment and documented customer inquiries in a customized database
Efficiently resolved issues related to voice and data features such as Internet and WAP browsing and messaging services, available on connectivity products and devices
Used balanced technical and analytical approach in solving issues including consulting user guides, technical manuals and implement solutions successfully

Support Analyst

Confidential

Responsibilities:

Provided technical support over the phone and on-site troubleshooting to staff, faculty and students at Confidential including TCP/IP protocol diagnostics, internet related configuration, Novell configuration, Win95/98/2000/XP Pro and troubleshooting PC hardware and software
Conducted software troubleshooting, standard desktop installations and campus-wide networking assistance, administered user accounts, Windows configuration and upgrades
Resolved user issues by logging all incoming calls in a customized database and tracked all open tickets to close them in a timely manner

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