Support engineer Resume Austin, TX - Hire IT People

Objective

Seeking a technical management position within an information technology environment to leverage my experience in this field

Profile

Experience

Confidential,Austin, TX April 2008 - Present
Technical Team Lead

Co-manages team of 29 software support engineers, including but not limited to performance reviews, mentoring, and career development
Authors IT policies and procedures to streamline business operations and ensure utmost customer satisfaction
Manages and implements multiple technical projects at one time ensuring that they are timely at completion
Developed a plan for the redistribution of workload between centers to more effectively utilize staffing constraints
Reviews engineers work quality through utilization of resources, time efficiency and issue resolution
Facilitates recruitment of new employees by participating in career fairs, performing interviews, and negotiating/extending job offers
Mediates situations for engineers within own team, as well as between teams, providing conflict resolution
Driving resolution for critical customer situations for Lotus Notes/Domino, assisting sales team to achieve new revenue, or for the retention team to instill confidence in the product
Manages and coordinates peer team leads meetings within the center as well as across centers to accomplish senior management goals on a quarterly basis
Manages scheduling of engineers shifts and rotations

Confidential,Austin, TX January 2006 – April 2008
Staff Software Engineer

Operated as a software support engineer of Lotus Notes/Domino with the IT departments of Fortune 500 companies across the globe
Recognized as a top contributor by the number of issues resolved
Developed technical documentation to assist both customers and support engineers in problem resolution
Hosted technical conference calls with 400+ customers on frequently asked questions regarding different areas of the product
Identified as go-to resource for resolving wide-spead issues affecting many customers, or issues that have a great impact to business

Confidential,Austin, TX October 2004 – January 2006

Information Technology Specialist

In charge of multiple office locations in and around Austin as sole IT person/department of an emerging small business (around 1000 employees)
Installed wired/wireless networks in many offices/offsite locations
Negotiated outsourcing contracts with outside IT vendors
Administrated the company webpage
Operated as on-call technical support
Exercised many cost-saving techniques:

Saved the company $78,000 annually by redesigning the company webpage, including automating previously outsourced activities
Saved the company $15,000 annually by negotiating an offer with Dell’s small business division to provide the company with new workstations

Education

Bachelors of Science, Computer Science

IBM Leadership Management Training

Project Management Education

Skills

Windows XP/Vista/7 – extensive experience with OS and client administration
Windows Server 2000/2003/2008 – extensive experience with OS and server administration
Linux/Unix – extensive experience with OS and server administration
Java/C++/Lotusscript/HTML/VB.Net – programming experience
Lotus Notes/Domino/Sametime/Lotus Live web conferencing – messaging/collaboration/database/social media experience
Networking – extensive experience with Routers/Switches/Protocols, etc.
Virtualization – extensive experience through VMWare ESX/Server/Player

Certifications