Customer Support Engineer Resume

SUMMARY:

Fifteen years of experience in delivering training to groups of all sizes and in a variety of environments
Exceptional skill in development, coordination and implementation of training programs
Polished skills in authoring of product manuals, training materials and other documentation
Demonstrated flexibility with customization of programs to best meet client needs
Seasoned background in skills assessment and core competency analysis
Solid skills in ticketing systems and asset management
Dynamic trainer
Expert in performance analysis
Skilled writer/editor of training materials
Creative designer of instructional programs

TECHNICAL KNOWLEDGE:

Microsoft Office Suite ObjectifLune Planet Press Microsoft Windows Salesforce CRM / DESK Android OS (all) JIRA & Bugzilla GoToMeeting/LogMeIn/FastSupport AutoDesk Constructware Advantage Data Server TechSmith Snagit

EXPERIENCE:

Confidential

Customer Support Engineer

Responsibilities:

Conducting onsite and remote training and implementation of software for existing customers
Evaluating customer needs and processes and developing workflow solutions to improve business efficiency
Authoring of product documentation to include manuals, white papers and tip sheets
Fielding client calls to resolve technical problems, with heavy use of remote access software to resolve issues
Graphic design of clients' proposal, invoice and other customer - facing forms as ordered
Installing and configuring proprietary and 3 rd party software applications on servers and workstations

Confidential

IT Implementation Analyst

Responsibilities:

Lead cashier and site manager training classes on the company's POS software product for K-12 clients across the US
Performed go-live support services with the client, troubleshooting issues and performing software modifications
Performed hardware and software installations, either remotely or on-site as needed
Served as consultant to advise of best business practices and to optimize their software features
Created knowledge base articles (KBA) when appropriate

Confidential

Classroom Coordinator

Responsibilities:

On-site support representative for students & staff using Android tablets in the classroom
Configured, repaired and reinstalled software as needed
Collaborated with staff and administration to maximize tablet use and close security vulnerabilities
Integrated proprietary software with third party applications to optimize tablet utilization

Confidential

Trainer /Support Representative

Responsibilities:

Provided exceptional training, support and go-live services to clients on-site and remotely
Prompt entry of details into client CRM ticketing system
Processing of customer RMA requests in Oracle for fulfillment
Staged new hardware and diagnosed problems with faulty units
Initiated overnight updates of customer accounts and equipment maintenance

Confidential

A dministrator/Trainer

Responsibilities:

Fielded support calls from internal customers using Autodesk Constructware, a web-based application used to manage complex construction projects.
Performed database administration and security access for internal customers
Authored training materials and quarterly newsletters for company employees and external vendors

Confidential

Applications Trainer

Responsibilities:

Lead stand-up training sessions on the company's proprietary software products
Providedfollow-up technical services to our customers who had attended product training
Conducted Lunch & Learn courses on common software packages to internal customers
Appended and edited company software training manuals and documentation
Performed QA benchmarks on developer updates prior to launch

Confidential

Applications Specialist

Responsibilities:

Delivered software training classes to real estate agents and brokers across the US
Supported end-users in the use of both web-based and distributed products designedfor mobile devices
Authored product manuals and training materials for both internal and external customers

Confidential

Traveling Trainer

Responsibilities:

Provided contract training services for Tyson Foods and other clients from the Southeast region
Trained end-users on Microsoft applications and proprietary products
Designed and configured a mobile computer lab on-site for all customers

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