Senior Technical Lead Resume

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

We provide IT Staff Augmentation Services!

We'd love your feedback!

Resume Categories

Client Services

Job Seekers

Visa Sponsorship