Sr Technical Support Engineer Resume Burlington, MA - Hire IT People

SUMMARY

Accomplished network professional offering 20+ years customer technical support experience. Technology
savvy self - starter, adept at moving into new environments and eager to take on new technology challenges.
Extensive experience in design and troubleshooting of large scale networks. Skilled support manager wif the
ability to lead and motivate teams to maximize customer satisfaction. Possess first rate communication and
collaboration skills to work in concert wif diverse groups effectively.

TECHNICAL SKILLS

Service: Customer satisfaction, conflict resolution, negotiation

Network: Cisco routers, switches and firewalls. Arbor SP and APS

Operating Systems: Windows, Linux, Cisco IOS

Applications: Arbor, NetScout, Oracle, Salesforce, MS products

PROFESSIONAL EXPERIENCE

Sr Technical Support Engineer

Confidential, Burlington, MA

Responsibilities:

Diagnosed and resolved customer technical issues wif Arbor Network’s SP and APS products
Assisted customers wif mitigating DOS security attacks
Tuned and optimized Arbor installations for customer environments.
Managed and maintained Arbor equipment for managed APS deployments.
Replicated and tested customer configurations in lab environment.
Recreated, tracked and verified software defects reported by customers.
Interfaced wif other technical support personnel, engineering, and product management to escalate and resolve issues.
Responsible for leading a team of Technical Support Managers and Onsite Engineers.
Developed and maintained constant communication channels to customers.
Expedited any critical customer issues.
Followed up on any customer complaints gathering customer feedback to develop corrective strategies and avoid future issues.
Provided guidance to staff to ensure customer satisfaction and timely resolution of technical issues.
Interfaced wif all levels of organization to maintain and enhance cross-functional team relationships.
Assisted subordinates in attaining career goals, motivated individuals to achieve results.
Recruited and maintained a high quality staff.

Principal Support Engineer

Confidential, Westford, MA

Responsibilities:

Diagnosed and resolved complex customer issues escalated from level 2 support engineers.
Worked directly wif Engineering and other teams to enlist any resources needed to provide timely resolution to customer issues.
Managed by-weekly escalation meetings.
Interfaced wif multiple customers daily.
Managed and prioritized large case-load of customer issues.
Provided support coverage for after-hours customer calls.
Provided technical guidance to lower level engineers and sales System Engineers.
Reviewed documentation and provided input on new product introductions.
Provided training presentations to support staff and to customers at corporate sales events.
Authored white papers and noledge base articles.
Contributed to developing support procedures.
Managed, designed and built out much of existing support lab.
Designed and sold advance Cisco networking solutions.
Provided Cisco customers wif implementation and troubleshooting services.
Supported Cisco’s $60M government and education region.
Conducted seminars and ran Sacramento Cisco users group.
Educated partners and customers on latest networking and security technologies.
Generated new sales by successfully identifying strategic opportunities.
Instrumental in designing many of the state of California’s largest networks including Dept. of Confidential, Employment Development and Dept. of Health Services.
Primary designer for Health and Human Services optical backbone enabling connection to over 1200 sites wif double the existing bandwidth

Support Engineer

Confidential, Milpitas, CA

Responsibilities:

Resolved critical customer issues involving Novell’s communication products.
Third level support for Novell’s SAA products
Trained department support engineers
Provided training and presentations to customers at Novell conferences
CNE certified
Provided engineering wif data to correct software bugs
Analyzed and corrected software or hardware issues encountered by Wang system users.
Developed and taught software classes to other engineers
Proactively developed procedures and programs to more effectively track customer issues.
Interfaced wif R&D and provided data to resolve software bugs.
Staged and evaluated systems wif Digital’s advanced systems group
Isolated and repaired system issues
Developed test procedures for new equipment
Repair and maintenance of check sorting equipment at major banks in Boston.
Trained and supervised two other customer support engineers.