Technical Support Engineer Resume

SUMMARY

Recognized for preventing disruption of business by proactively identifying issues.
Comprehensive background of account management and corporate troubleshooting / resolution. Known as flexible self - starter and excellent communicator with in-depth technology experience.
Expertise includes extensive project organization.
Microsoft Certified Professional (MCP) | System Administrator (SBCC)

WORK EXPERIENCE

Confidential

Technical Support Engineer

Responsibilities:

Monitor wellness of all field units, create, monitor and update Salesforce tickets for documentation.
Respond to all escalated calls from 1st level support team
Provide high level assistance and communication to customers
Participate in new product introductions and implementations
Schedule and rollout security updates for all customer PACS Viewer servers

Confidential

Application Deployment Engineer

Responsibilities:

Maintained and enhanced automated build system (Buildforge), deployment process, tools / scripts, and other engineering processes.
Monitored daily automated builds, resolving or coordinating with developers, fixing build failures and auto-merge code conflicts.
Deployed and maintained multiple development, test, and staging environments, enhancing with latest builds / releases.
Configured, administered, and resolved issues in development, test, and staging environments, troubleshooting by working with developers

Confidential

Production Support Engineer

Responsibilities:

Resolved complex software application issues, utilizing broad range of troubleshooting skills.
Provided excellent client management inclusive of exceptional communications, with responsive follow through, and advocacy for client issues.
Prioritized numerous issues of varying severity and effectively managed resolution of all issues within accepted service levels.
Collaborated extensively with peers, Business Analysts, Operations Staff and Account Managers, resolving client issues while actively contributing to growing knowledge network, improving effectiveness of team and information available to clients.
Developed existing working relationships with Confidential Corporate Account Managers.

Confidential

Manager, Corporate Technical Support

Responsibilities:

Ensured Confidential offerings addressed customer requirements, supported in-house internal partners as needed, and enhanced Confidential 's position in industry as leading provider for Web-based remote-access and customer-support services.
Oversaw level-3 support for GoToAssist, GoToMeeting and GoTo My PC corporate customers.
Refined and standardized protocol for documenting and communicating corporate cases to Account Managers.
Participated in Alpha and Beta testing of GoToMeeting and beta testing of GoToMyPC 4.0.

Help Desk Coordinator

Confidential

Responsibilities:

Ensured exceptional customer service by communicating known issues, flow / product changes and other technical information to Customer Care team.
Assisted Lead Customer Care agent in training new employees in basic technical / product functionality and flow, ensuring smooth departmental operations.

TECHNOLOGY SKILLS