Senior Technical Support Engineer, Resume,

Objective

me is seeking a position wifin the Technical Support department, possibly as an interface between the Customers and the Developers.

TECHNICAL SKILLS

PROFESSIONAL EXPERIENCE

Senior Technical Support Engineer,

Responsibilities:

Accountable for the maintenance of the Confidential Collaboration Suite at the Customer site as well as the maintenance of a good customer relationship by ensuring customer satisfaction for the SLAs.
Accountable for the Operations to maintain global customer relationships by ensuring customer satisfaction for Confidential Collaboration Suite.
Involved in continuous improvement in business/service/project processes to enhance customer satisfaction.
Accountable for performing GroupWise to Confidential migrations on various platforms.
Involved in intensive co-ordination activities for synchronizing Development team wif the Customer Requirements.
Performing day-to-day escalation & customer management initiatives including, team performance monitoring, requirement review, motivation, etc.

Technical Support Engineer,

Confidential.

Responsibilities:

Accountable for the maintenance of the VMware ITBM Architecture at the Customer site as well as the maintenance of a good customer relationship by ensuring customer satisfaction for the SLAs.
Accountable for the Operations to maintain global customer relationships by ensuring customer satisfaction for VMware IT Business Management Suite.
Involved in continuous improvement in business/service/project processes to enhance customer satisfaction.
Performing day-to-day escalation & customer management initiatives including, team performance monitoring, requirement review, motivation, etc.

Senior Technical Support Engineer,

Confidential,

Responsibilities:

Accountable for the maintenance of the Novell Architecture at the Customer site as well as the maintenance of a good customer relationship by ensuring customer satisfaction for the SLAs.
Accountable for the Operations to maintain global customer relationships by ensuring customer satisfaction for Novell Products on Novell GroupWise Messaging Architectures.
Mentoring a team of 23 Level 2 Engineers to achieve objectives as set by the organization, including targeted KPIs
Establishing Mentoring and Escalation policies,, defining & managing KPI.
Involved in continuous improvement in business/service/project processes to enhance customer satisfaction.
Performing day-to-day escalation & customer management initiatives including, team performance monitoring, requirement review, motivation, etc.
Providing support to customer on high end mobility solutions.
Backup Manager for the team handling all the managerial responsibilities.

Executive Technical,

Confidential,

Responsibilities:

Auditing of current IT infrastructure and planning for the future as per the industry standards.
Projecting upcoming in-house and project IT infrastructure requirements.
Archiving and Indexing of way laid in-house projects.
Overlooked all IT requirements of the software development team.