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Senior Technical Lead Resume

2.00 Rating

SUMMARY:

  • I am a consummate Customer Service professional with over 15 years total experience.
  • I have been in the IT field for the past 10 years, largely contracting until 2008. Since beginning my full - time position at Microsoft.
  • I have been working in positions with increasing responsibility up to and including managing a team.
  • I have experience in client facing consulting for Tableau products as well and truly enjoy not only client interaction, but being able to help other succeed.

TECHNICAL SKILLS

SKILLSETS: Customer Service; Management; Training; Project Management; Tableau Desktop; Tableau Server; Online Advertising; Windows 7; Microsoft SQL 2008; XML;Microsoft Office 2010/2012; Analytical troubleshooting; HTML and JavaScript troubleshooting;

PROFESSIONAL EXPERIENCE

Senior Technical Lead

Confidential

Responsibilities:

  • Installed Tableau Server at over 30 clients
  • Improved the performance of client Tableau Server environments by optimizing configuration
  • Improved Tableau Desktop skills for clients with a “Crash Course” for end users showing best practices in design
  • Created and deliver technical training to internal and external Technical Support teams
  • Reduced internal ramp time from 6 months to 90 days
  • Resolved client issues with Tableau Server and Desktop with analytical troubleshooting

Technical Account Manager/Customer Support

Confidential

Responsibilities:

  • End user technical support for virtualization suite
  • Support for web site and web-based products
  • Technical support for legacy products
  • Create and maintain online documentation
  • Second and third tier support for external partner issues
  • Pre and Post-Sales support, including product demonstrations and proof of concept models

Support Engineer

Confidential

Responsibilities:

  • Tier 2 Support of online advertising
  • Night and Weekend coverage on a rotation basis
  • Working as a resource for co-workers on a multi-national team
  • Handling multiple issues at the same time
  • Knowledge sharing via KB articles and trainings
  • Reading HTML, JavaScript, and flash files for troubleshooting
  • Developed and implemented peer onboarding and ongoing training program
  • Reporting issues SQL Server inquiries for complex issues

Support Engineer II

Confidential

Responsibilities:

  • Support team of technical writers using an internal tool (DxStudio) across multiple groups
  • Actively kept queue of working items to a minimum and add to knowledge base when resolved
  • Maintain knowledge database to ensure no duplicate issues in the database and that all data was relevant

Product Manager/Site Manager

Confidential

Responsibilities:

  • Maintenance of on-line product catalog involving interaction with five groups across the globe, creating usable data from the content and uploading this content to the database and website
  • New Product version roll out taking website from one language to five. Work included translation, product testing, bug fixes and new content additions
  • Worked with Test, Development, and Operations to find and fix product bugs
  • Worked with third party vendor to establish procedure for creation of new products in their localized forms
  • Enter new data in 14 languages into Commerce Server 2007
  • Maintained Promotional catalog in Commerce Server 2007 with interaction with Marketing group
  • Catalog backup and restoration via XML in Commerce Server 2007
  • Trained end users on Commerce Server 2007
  • Third Tier Customer Support including bug issues and correcting problems with third party vendor
  • Research and approve all customer refunds with T-SQL
  • XML coding

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