Enterprise Product Data Management Technical Support Engineer Resume

SUMMARY:

Trilingual technology professional with strong Adaptive troubleshooting skills, customer service, and creative leadership skills.
Experience with product and software development and lifecycle.
Experience with Agile project management, budget constrains, time schedule, cost benefit analysis
Experience with Forecast, Implementation and project management feasibility analysis.

TECHNICAL SKILLS:

Computer Lang: C, C++, JAVA, VB, Microsoft SQLHardware &Network Computer Architecture, Tablet PC, LAN/WAN, TCP/IP, DHCP, DNS, wireless devices, Remote Access, Access Point

Operating Systems: Windows Server 2008, Windows 7, DOS, Mac

Language Skills: Fluent Spanish, Chinese (Mandarin) and English.

Business Software: IBM SPSS, Microsoft Excel, Power Point

PROFESSIONAL EXPERIENCE:

Confidential

Enterprise Product Data Management Technical Support Engineer

Responsibilities:

Participate in Beta Testing programs, conduct meetings with Beta participants, gather feature feedbacks and handle enhancement request.
Perform Technical Account Management roles for Extended Subscription services (ESS) customer to monitor customer satisfaction/health and do proactive actions to reduce red account.
Plan, coordinate and organize meeting with Value Added Resellers to manage PDM implementations and replications.
Analyze, track and resolve customer issues in SolidWorks CAD/PDM (Enterprise Product Data Management System); diagnose and solve range of issues including but not limited to; Implementation, deployment, networking, platform inter - operability, and hardware problems.
Troubleshoot installation of Microsoft SQL Server, performance related problems and create query, customize query for data extraction. Use costumed API script to solve large global customer issues that help them save time, money and increase efficiency.
Troubleshoot Installation of Web components for Enterprise system including IIS, SSL and message systems.
Create and Provide documentations and solutions to problems in a Knowledge Base Database accessible to customers.
Perform planning and execution of Site events; End of year parties, mixer and Social responsibility activities (Event Committee)

Confidential .

SolidWorks Technical Support Engineer

Responsibilities:

Provided Multi-language technical supports for Spanish and Chinese speaking (VAR) reseller and customers; Verify reported software issues and report them to development team. Offer solution where possible.
Provided off-site support for reseller/customer CAD software issues using Web applications such as gotomeeting.
Acted as liaison with development, quality assurance and product definitions groups to investigate and resolve problems.
Mentored new hired Technical Support team members and conduct trainings and Webinars for resellers (VAR)

Confidential

Technical Support Engineer

Responsibilities:

Provided customers effective and consistent frontline of technical assistance and resolution: include presale technical specification, product system and video card compatibility. Recommend suitable applications and perform root cause analysis.
Performed post sales activities such as troubleshooting systems, installing applications to determine root of customer problems, answering customer inquiries received via telephone, in person, or through correspondence. Interacted with customers; provided program information, rules, regulations, laws and policy and procedures.
Gathered field complaints to identify quality issues, arrange services necessary to clients as well as RMA. Maintain customer confidence in ViewSonic’s products and closing deals that are mutually beneficial to the company and the customer. Support Sales and Marketing special events and activities to achieve the highest level of customer satisfaction.

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