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Technical Support Engineer Resume

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Seattle, WA

SUMMARY

  • Senior Technical Support Engineer with a background in hardware and software troubleshooting.
  • Highly experienced in building, configuring, diagnosing and repairing computers and networks.
  • Innovative thinker with a proven ability to deliver results and ensure customer satisfaction.

TECHNICAL SKILLS

  • Windows XP, 7, 8, 2003, 2008, 2012
  • Mac OS X
  • Linux (Redhat, Ubuntu, SUSE)
  • Solaris (8, 9, 10)
  • VMware (Workstation, ESX Server, Fusion)
  • Bugtracking software (CDETS, Trackweb, GNATS)
  • Active Directory
  • Exchange Server
  • Clarify
  • Apropos
  • Some Perl and Unix scripting experience
  • SalesForce

PROFESSIONAL EXPERIENCE

Confidential

Technical Support Engineer

Responsibilities:

  • Confidential ’s North America Technical Support team
  • Dealing with customer issues, mostly by email and direct access to customer appliances
  • Using the Confidential hardware lab to recreate customer conditions to replicate issues and configure solutions.

Confidential, Seattle, WA

Technical Support Engineer

Responsibilities:

  • Taking cases via calls or emails from current NetMotion customers.
  • Ensuring customer success via break - fix troubleshooting, and system configuration.
  • Assisting in disaster recovery
  • Identifying both product defects and product enhancements, reporting them via an online process, and following up to ensure defects are resolved in a timely manner.
  • Writing up of technical documentation for customers and other staff to help ensure both customer satisfaction and continuity of resolution procedures.
  • Recreated customer issues via the company hardware lab and VMware.

Confidential, Seattle, WA

Senior Technical Support Engineer

Responsibilities:

  • Responsible for building, configuring and preparing systems to be sent to customers. This includes inventory management, packaging, and shipping systems to customers.
  • Onsite technical support (installation, break fix, hardware and software upgrades) for local customers.
  • Identified product defects, reported them to QA, and followed up with QA and Development to ensure defects are resolved in a timely manner.
  • Wrote up of technical documentation for customers and junior staff to help ensure both customer satisfaction and continuity of proper procedures for resolution.
  • Received cases by phone and email from current and prospective ExtraHop customers.
  • Ensured customer success via break-fix troubleshooting, and system configuration.

Confidential, Westford, MA

Technical Support engineer

Responsibilities:

  • Gained an understanding of the customer's problem so as to understand if it is a configuration problem or a software defect.
  • Installed and configured the OS (Solaris 9 & 10, Windows XP & 2003, Redhat Linux 3, 4, & 5) to allow for the installation of Confidential 's Steel-Belted Radius (SBR) AAA server.
  • Installed and configured Confidential 's Steel-Belted Radius(SBR) AAA server.
  • Recreated customer's environment, which usually included configuring SBR, users (either native to Solaris, Windows or Redhat Linux, or via Active Directory via LDAP, SQL Server or Oracles SQL server), and then created traffic using standard or in-house tools to try to recreate customer problem.
  • Monitored either the OS or SBR to determine the problem, via the SBR log files and/or OS monitoring tools.
  • If necessary, wrote up bugs or contacted Development, Quality Assurance or Professional services so as to get problem resolved.
  • Followed through with customer until problem was resolved.
  • Wrote up bugs and/or Knowledge Base articles as necessary for problem resolution and knowledge transfer.

Confidential, Boxborough, MA

Technical Support Engineer

Responsibilities:

  • Resolved difficult customer cases through collaboration with Development, QA and Marketing.
  • Received cases via phone or email
  • Made initial contact with either Technical Assistance Center (TAC) engineer or customer, either via email or phone
  • Gained an understanding of the customer's problem so as to understand if it is a configuration problem or a software problem.
  • Installed and configured the OS (Solaris 8, 9 & 10, Windows NT, XP, 2000, 2003, Vista, Redhat Linux 3, 4, & 5) to allow for the installation of either the Cisco Security Agent (CSA) Management Console or the CSA agent itself.
  • Installed and configured both the CSA Management Console and the CSA agent.
  • Recreated customer's environment:
  • Installed customer specific programs
  • Sometimes involved setting up an Active Directory environment
  • Sometimes involved setting up an Exchange environment
  • This always involved extensive use of VMWare, both standalone and ESX server
  • Monitored both the OS and CSA to determine the problem, via the CSA log files and/or OS monitoring tools.
  • If necessary, wrote up bugs or contacted Development, Quality Assurance or Professional services so as to get problem resolved.
  • Followed through with customer until problem is resolved.
  • Wrote up bugs and/or Knowledge Base articles as necessary for problem resolution and knowledge transfer.
  • Enabled quicker Solaris CSA case resolution by creating a Solaris CSA troubleshooting document for TAC engineers and customers.

Confidential, Burlington, MA

Contract SQA Engineer

Responsibilities:

  • Resolved customer hardware technical problems as a first line of contact.
  • Provided technical assistant for troubleshooting and configuration needs.
  • Directed onsite support for cases were customer is unable to troubleshoot and/or repair/replace on their own.

Confidential, Lowell, MA

SQA Engineer

Responsibilities:

  • Functionally tested a network based storage device, including some automation using Bash and Perl scripting and the configured and troubleshoot the computers and networks involved in the testing.

Confidential, Waltham, MA

SQA Network Test Engineer

Responsibilities:

  • Functionally tested all components of a Quality of Service bandwidth management device.

Confidential

SQA Lab Manager

Responsibilities:

  • QA and SIT lab test bed configuration, router and switch configuration.
  • Setup and maintained computers running Windows NT, Solaris 7, FreeBSD 3.2, and Red Hat Linux.
  • Configuration, diagnosis and repair of computers.
  • Created standard Windows NT images for SIT and QA computers using Ghost.

Confidential, Boston, MA

Hardware Services Technician

Responsibilities:

  • Diagnosed and resolved hardware, software, and network connectivity problems as a second tier of support to the help desk.
  • Worked directly with customers (doctors, nurses, and hospital staff) to diagnose computer issues and ensure customer satisfaction.

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