Software Support Engineer Resume Atlanta, GA - Hire IT People

SUMMARY:

To obtain an IT or customer service based position that will put to use the skills and talents I have acquired in both technical support and management roles. Furthermore, I hope to continue my technical education, either by academic means or through hands on experience, continuing to make myself an asset for my employers.

PROFESSIONAL EXPERIENCE:

Confidential, Atlanta, GA

Software Support Engineer

Provided web and phone based support for a SaaS Email and Marketing Automation platform.
Responsible for identifying and troubleshooting first level HTML, XML, SMTP, deliverability, and database/querying issues.
Provided further support for the Silverpop SMS platform.
Participated in various Scrum cycles as a Client Support liaison.
Assisted in the continual expansion of both the Support and Client Knowledge Bases.
Maintained 99% compliance with published Service Level Agreements.
Participated in the training and continual coaching of 4 new specialists.
Updated and streamlined the existing new hire training course to expedite the process by 2 weeks while maintaining previous quality standards.

Confidential, GA

Technical Support Representative

Provided phone and email based WiFi support for 2,000+ sites nationwide including Travel Centers, Cafes, Hotels, and Hospitals.
Supported connectivity over a wide range of devices including laptops, tablets, smart phones, and gaming systems.
Supported a wide range of networking devices including switches, access points, PoE injectors, firewalls, remote rebooters, and network gateways.
Maintained above minimum case closure every shift.
Maintained above average case closure on 90% of shifts.

Confidential . Bala Cynwyd, PA

Productivity Consultant

Provided phone based support for various programs and operating systems, focusing on Microsoft products.
Maintained 95% or greater customer satisfaction rating.
Produced and edited training videos using Blueberry Flashback suite.
Aided in training of new employees.
Consultant of the Trimester award for 3rd Trimester 2011

Confidential . Norcross, GA

Team Lead

Directly responsible for the management and development of 3 - 6 technicians at a time.
Created training documents and manuals for our software as well as detailing the integration with our vendors.
QA testing and defect tracking for both in-house software and vendor integration.
Assisted in the enhancement of internal customer database user interface.
Assisted in the development and upkeep of support knowledge base.

TECHNICAL SKILLS