Advanced support engineer Resume

SUMMARY:

I am an experienced Application Support Engineer supporting primarily the North American customer base for the Confidential Teamcenter Lifecycle Management Software.
I am also the escalation support for the Confidential worldwide support offices.
My current responsibility is to provide application and administrative support for Teamcenter customers.
Actively managing priorities for both critical and non - critical issues. In addition to supporting core product functionality in Teamcenter, I provide specialized support for Teamcenter Reporting and Analytics, as well as the Teamcenter Integration for Confidential .
I institute best practices, generate FAQ’s and white papers to help our customer base avoid common issues or teach advanced techniques.
I reproduce complex software bugs reported by the customers and verify any software fixes for these issues.
I guide any new member of the team, coaching them on how to handle their case load and assisting with issues when needed.
I point them to the problem-solving resources available and also teach them valuable problem-solving techniques that I have learned over the years.
I communicate any new issues and techniques with existing team members.

PROFESSIONAL EXPERIENCE:

Advanced support engineer

Confidential

Responsibilities:

Broad experience in providing customer support in busy call center environment for our many Electrical and Mechanical Engineering industry customers.
An unwavering commitment to customer service with the ability to build productive relationships, resolve complex issues and win customer loyalty.
Strategic-relationship and partnership-building skills -- listen attentively, solve problems creatively and use tact and diplomacy to achieve win-win outcomes.
PLM World Conference attendee and presenter.
Time on-site with customers.
Wide experience with Microsoft Office Suite products.
Varied experience with configuration and installation of PLM Products