Client Support Engineer Resume Washington, DC - Hire IT People

SUMMARY

Bilingual Technical Support Engineer with ten years of experience, assisting internal and external clients.
Expertise includes proven problem solving and analytical abilities, effective communication and translation skills.
Excellent customer service skills as well as a deep understanding Latin American customers and organizations.

TECHNICAL SKILLS

PROFESSIONAL EXPERIENCE

Confidential, Washington, DC

Client Support Engineer

Responsibilities:

Confidential, Bedford, MA

Technical Support Engineer Latin America

Responsibilities:

Supporting Progress Software OpenEdge Database Products (OE Enterprise Database, Workgroup Database, Application Server, Web Services, Webspeed)
Providing technical support for Open Edge Database in multiple OS such Unix, Linux and Windows.
Creating and updating solutions based on SCS (Solution Content Standard)
Creating situation appraisals and problem analysis with Kepner-Tregoe methodology.
Maintaining high quality support standards measured by weekly reports.

Confidential, Boston, MA

Client Support Engineer and Project Leader

Responsibilities:

Providing bilingual technical support to Latin America, Europe and Asia for Zoom Products (VoIP, ADSL, Dial Up, Wireless and Bluetooth).
Coordinating meetings and serving as a bridge between Spanish speaking customers and Zoom technical experts and product managers.
Serving as a Project Leader for Latin America: contact customers in Latin America and review all their requests to validate Zoom products in their environment, establish objectives and follow up with projects, providing assistance in every phase of the projects in order to reach deadlines and final approvals.

Confidential

External Contractor

Responsibilities:

Reviewed current manuals and information and updated them when necessary and created new training documents.Conducted onsite visits to critical customers that required immediate solutions in their environments, troubleshooting in both hardware and software and reported any issues to IBM PCD.
Prepared IBM products and presentations for conferences, events and business meetings.