Advanced Support Engineer Resume Samples

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N Hermann

Noble

Hermann

2336 Barton Squares

Dallas

+1 (555) 419 4023

2336 Barton Squares

Dallas

Phone

p +1 (555) 419 4023

Experience Experience

Dallas, TX

Advanced Support Engineer

Dallas, TX

Williamson-Morar

Dallas, TX

Advanced Support Engineer

Developing and recommending process improvements, including the creation of SQL scripts to resolve issues and optimize databases
Identifying opportunities for continuous improvement in individual, team, business unit and organizational performance
Reviewing calls and communications from the Tier 1 Support Team, and provide guidance and feedback to help improve quality of support interactions
Assisting Product Development with defect determination and technology environment (Operating System, Browser version, etc.) communication
Performing other duties as necessary
Provide advanced technical post-sales support and guidance on issues that are
Related to the MathWorks major accounts

Boston, MA

Senior Advanced Support Engineer Based

Boston, MA

Schiller-Gusikowski

Boston, MA

Senior Advanced Support Engineer Based

Escalating Customer issues to Technical Account Manager where relevant
Technical Support to Technical Account Managers
Enterprise Manager Grid Control
Performance tuning
Proactively working with ACS customers to ensure their successful deployment of the Oracle. Database and related products in On Premises and Cloud environments
Delivering, according to internal methodology and quality standards
Supporting customer Databases and related products in Public, Private and Hybrid Cloud

present

Chicago, IL

Principal Advanced Support Engineer

Chicago, IL

Block, Gottlieb and Hammes

present

Chicago, IL

Principal Advanced Support Engineer

present

Providing and verifying problem workarounds or patches
Technical assistance with software installations
Self-motivated and work independently
Assisting customers in their Journey to Cloud – transition from On Premises Database environments
Forming effective professional relationships with Oracle Service Delivery Managers, Oracle Product Support and customer staff, at all levels, to ensure customer satisfaction with Oracle's products and support organization
Forming effective professional relationships with Oracle Technical Account Managers, Oracle Product Support and customer, at all levels, to ensure customer satisfaction with Oracle's products and support organization
Sound knowledge of Unix/Linux platform, storage/ASM and OS networking

Education Education

Bachelor’s Degree in Computer Science

Florida Atlantic University

Bachelor’s Degree in Computer Science

Skills Skills

Knowledge of the Internet and web standards
Knowledge of the Internet and web design
Ability to support Marketing, Sales, RFP, and other efforts towards successful client acquisition and retention
Knowledge of ASP and database theory
Knowledge of Transact-SQL
Knowledge of Microsoft Internet Information Server (IIS)
Knowledge of web browsers and key differences between them
Knowledge of Windows and Apple operating systems
Knowledge of modern office procedures and methods including telephone communications, office systems, and record keeping
Knowledge of modern business communication, including style and format of letters, memoranda, minutes, and reports

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Advanced Support Engineer Resume Examples & Samples

Researching, resolving, and recording all levels of product questions from customers with an emphasis on complex technical and application questions, primarily with code and operation-related issues
Working closely with the ASE manager for assistance with defect determination and technology environment (Operating System, Browser version, etc.) communication
Writing technical articles for the support Knowledge Base
Bachelor’s Degree in a technical curriculum
One to two years of experience working with web technologies and databases
Knowledge of ASP and database theory
Knowledge of Microsoft Internet Information Server (IIS)
Knowledge of web browsers and key differences between them
Knowledge of Windows and Apple operating systems
Knowledge of modern office procedures and methods including telephone communications, office systems, and record keeping
Ability to handle and resolve complex recurring problems
Problem-solving oriented
Positive attitude to thrive in collaborative environment with interdisciplinary teams

Advanced Support Engineer Resume Examples & Samples

Researching, resolving, and recording complex technical and application questions
Assisting Product Development with defect determination and technology environment (Operating System, Browser version, etc.) communication
Assisting and mentoring Level 1s to resolve advanced support issues
Developing and recommending process improvements, including the creation of SQL scripts to resolve issues and optimize databases
Writing technical articles and maintain the support Knowledge Base
Performing system integration services for client needs (LDAP, data imports, exports, etc.)
Bachelor’s Degree in a technical curriculum and 3 to 5 years experience working with web technologies, databases, and networks or combination of education and experience
Knowledge of the Internet and web standards
Demonstrated knowledge of databases by creating and executing SQL scripts
Knowledge of web technologies such as HTML and JavaScript
Experience with Transact-SQL
Experience with Microsoft Internet Information Server (IIS)
Knowledge of popular web browsers (IE, Chrome, Firefox, Safari)
Experience with Windows and Apple operating systems
Experience with multimedia and digital video
Ability to establish priorities, work independently, and proceed with objectives without supervision
Professional appearance and mannerisms to represent Blackboard in accordance with its mission and image

Advanced Support Engineer, Level Resume Examples & Samples

Knowledge of the Internet and web design
Experience with HTML, JavaScript and CSS
Knowledge of Transact-SQL
Knowledge of modern business communication, including style and format of letters, memoranda, minutes, and reports

Advanced Support Engineer Resume Examples & Samples

Responding to escalated, complex, critical and noncritical support issues, which will require applying systems analysis techniques and procedures, including consulting with users to determine hardware, software or system functional specifications; and analyzing and testing computer systems or programs, including prototypes, based on and related to user or system design specifications
Escalating issues to DBIS team when beyond ability to address within the support team. Working with DBIS team to assure timely answers to requests for the client
Ensuring that client data associated with call responses is recorded timely, accurately, and completely. Generating reports as appropriate
Reviewing, follow-up, and providing feedback to clients on outstanding requests
Investigating client data issues by reviewing data files
Reviewing calls and communications from the Tier 1 Support Team, and provide guidance and feedback to help improve quality of support interactions
Testing user issues at their site or at another production site
Providing direct support to and being a central point of contact for the company’s clients
Serving as a customer support resource for support contacts from client schools and districts
Implementing data solutions by determining customer requirements for the install and integration setup
Providing top level customer service and delighting our customers with each interaction
Clearly communicating the automation process to clients and answering technical questions they may have regarding the process via phone and email
Advising customers on best practices for data integration
Implementing creative solutions to automate data exports from dozens of different K12 Student Information Systems
Identifying, tracking, and resolving unique technical issues
Analyzing database structures and information tracking policies at client organizations
Documenting established data integration solutions for use throughout the Support team
Identifying opportunities for continuous improvement in individual, team, business unit and organizational performance
Performing other duties as necessary
Minimum of 3 years of experience
Strong customer service skills and commitment to customer satisfaction
Working knowledge of Windows and/or Mac operating systems
Advanced troubleshooting and deduction skills
Ability to analyze data structure of student information systems in order to design exports appropriate for various functions
Basic level Excel skills including but not limited to: formulas, pivot tables, and VBA (for macros and custom functions)
The ability to quickly learn new technologies including database applications and platforms
Ability to exercise discretion, independent judgment, and creative decision-making with regarding to significant matters
Serve as the focal point for escalated support questions
Comfortable and proficient at managing conflict and working with diverse populations
Must be able to work directly with customers and partners to gather clear development requirements, resolve technical issues, and expand company knowledge
Ability to articulate complex technical issues and system mastery to a wide range of audiences at all levels of the organization
Ability to research and make judgment based on gathered facts
Familiarity with Firefox, Internet Explorer, Safari, and Chrome
Understanding of data and databases
Ability to write basic SQL statements a plus
Previous experience in a K-12 or higher education setting
Previous experience in effective account management, strong customer orientation, and client renewal process
Ability to act as advocate for clients to drive feature enhancements, efficient processes, and general product/service improvement
Ability to support Marketing, Sales, RFP, and other efforts towards successful client acquisition and retention
Familiarity with Salesforce and other ASPs

Advanced Support Engineer Resume Examples & Samples

Research, resolve, and record all levels of product questions from customers with an emphasis on complex technical and application questions, primarily with code and operation-related issues
Work closely with the ASE manager for assistance with defect determination and technology environment (Operating System, Browser version, etc.) communication
Write technical articles for the support Knowledge Base
Bachelor’s Degree in a technical curriculum or equivalent combination of education and experience

Advanced Support Engineer Resume Examples & Samples

Provide advanced technical post-sales support and guidance on issues that are
Escalated from the technical support group
Related to the MathWorks major accounts
Related to a strategic Account, Application, or Industry
Requiring customer application knowledge and integration challenges the customer is facing, not only expertise on MathWorks product use
Communicate and work together with MathWorks Development staff to provide direct customer feedback to the development for future enhancements to Simulink/Stateflow, Embedded Coder, Simulink Design Verifier and other MBD related products and future product possibilities
Provide the highest customer support level complimenting the existing and standard technical support. Will work very closely with, mentor, and sometimes train existing support specialists within the Technical Support Group
Experience in actual MBD projects using MathWorks products
Experience and knowledge of control system design or embedded software development/testing
Excellent troubleshooting, problem-solving, and multi-tasking skills
English more than the middle level (TOEIC 700)
Japanese (fluent)

Advanced Support Engineer Resume Examples & Samples

At least five years experience in a technical support position, preferably with a networking technology company
Extensive knowledge of routing protocols
Thorough understanding of TCP Basic understanding of WAN technologies, bandwidth and latency Experience with general routing/switching, policy based routing, spanning-tree, VLANs and VLAN trunking (WCCP a big plus)
Excellent troubleshooting skills Hands-on experience with OPNET or Riverbed products is a plus Experience with UNIX/Linux/MS, scripting is a plus Cisco CCNP or CCIE is highly preferred
Prior or current security clearance is preferred but not required

Senior Principal Advanced Support Engineer Resume Examples & Samples

Provides specific technical guidance to Oracle and customer project team members for successful project delivery
Works closely with the solution architect to scope technical requirements and produce detailed design for implementation
Maintaining and growing deep subject matter expertise in area/s of expertise
Produces designs and builds documentation for successful project definition and delivery
Undertakes research, investigations and developments in Oracle technology in an appropriate way, and communicates the findings to the relevant interested parties
Ensures Oracle technologies are leveraged appropriately and are understood and used to resolve issues that have cross project or solution scope
Is responsible for testing of components covered by area of expertise and provides guidance in end to end testing process
Provides support to release and operations teams in transitioning to live systems
Works as a part of an account team for a set of customers
Reports to Local ACS Delivery Manager in EMEA Delivery Organisation
Works to objectives set by Delivery Manager
Works closely with the Local and Global Virtual Team(s) within Delivery Organisation
Works closely with the account(s) Service Delivery Management and Technical Management, Oracle Line of Businesses, partner organisations and other third parties where appropriate
Proven experience analyzing Oracle stack architectures up to database level
Ten years hands-on experience with Oracle Database and Real Application Clusters (RAC) essential
Extensive experience with Oracle Engineered Systems
Database performance tuning, HA Architectures, replication, Backup and Recovery, incident investigation, RDBMS internals
Strong Oracle Linux skills essential
Oracle and Industry certifications are a plus

Principal Advanced Support Engineer Resume Examples & Samples

Supply Chain Management Functional consultant should have minimum of 4-6 Yrs. of relevant experience preferably in a consulting role
Working experience in Inventory, Purchasing, Order Management, Advanced pricing, ASCP, with at least 1 full cycle implementation with minimum one in R12 upgrade is a must
Should have a dedicated domain experience in Supply Chain and Order management
He/she should have excellent skills in requirement gathering, analysis, solution designing, map/gap analysis, configuration, conducting training, conducting user testing, conducting the transition to Production, Support activities,
Good Exp. on P2P & O2C Cycle
Familiarity of the basic back end tables of the Oracle Order to Cash processes and the ability to understand SQL select statement
Aptitude to learn quickly complex concepts and system integrations
Good Communication and Client interaction skills are required
Excellent communication skills with the ability to understand and summarize verbal and written communicated concepts
Willingness to stretch beyond regular hours when required

Principal Advanced Support Engineer Resume Examples & Samples

Complete Understanding of Oracle E-Business Suite Architecture and underlying table structures and their usage to design efficient program units
Proficient in Oracle Forms, Oracle Reports (BI / XML / RDF), Oracle Workflow and Oracle RDBMS 10g
Experienced in RICEFW (Reports, Interfaces, Conversions/Migrations, Extensions, Forms, OAF, Workflow)
Working knowledge of XML Reports, Developer Forms and Reports
Experience developing new PL/SQL Packages for both extraction and enhancements, conversions, alerts etc
Should have performed testing on developed or fixed objects in development and test instances and preparing documentation for testing
Well versed with usage of Advanced SQL & PL/SQL
Must be familiar with APPS data model and Oracle coding standards
Should have good knowledge and experience in technical development for Finance and SCM

Principal Advanced Support Engineer Resume Examples & Samples

Experience in CRM implementations, upgrades & Operations out of which 5+ yrs. needs to be in telecom domain. The candidate must have Siebel Application Operations experience in telecom domain
Extensive design and development exposure to Oracle 8.1.1.x Siebel CRM
Experience in deploying Siebel in different environments including production
Experience in production support & troubleshooting
Experience with Siebel Order Management, Product Configurator and Pricing Management experience in Telco industry
Siebel eCommunication experience
Siebel integration (EAI) experience
Working Knowledge of Siebel EIM
Experience with BI Publisher Reports
Ability to troubleshoot Scripting (eScript), MVG. Links ,Joins, Siebel Assignment Manager and Workflow (end to end workflow, logging, etc
Troubleshooting experience with application integration issues and ability to provide inputs on improvements in the applications in a consistent manner
Experience with Open UI is preferred

Principal Advanced Support Engineer Resume Examples & Samples

8-14 Years experience as an Oracle Application DBA
Should have thorough and clear understanding of Oracle Database Architecture - including the latest version or Oracle
Hands-on experience in upgrading EBS 12.2 version, good communication skill, perform role as Technical lead/ advisor
Experience in handling complex database recovery scenarios
Involved in Monitoring, Administration of application and database related to E-business suite R12/11i
Working Knowledge of Installation and Administration of database RAC and ASM (Optional)
Experience with Oracle application Database cloning and patching
Experience in troubleshooting various installation and patching issues
Ability to work under pressure - quick thinking and remaining calm during stressful situations

Principal Advanced Support Engineer Resume Examples & Samples

Good experience on modules EBS Financials (GL,AP,AR,FA,CM)
Should have done 3 or 4 implementations/upgrades and experienced in providing business solutions (Must)
Worked in India Localization or iExpense (Good to have)
Excellent working Knowledge of EBS 11i and in R12
Strong troubleshooting and issue resolution skills
Excellent communication & customer interaction skills
Expert Knowledge in E-Business Tax Module will be added advantage
Experience in Data Migration projects/activities
Good Knowledge of Configuration Management

Senior Advanced Support Engineer Resume Examples & Samples

Worked in India Localization (Must Have)
Must have worked one or more of Oracle Financials applications – E-Business Tax, Payments, Payables, Receivables, Assets, Purchasing, Cash Management
Should have experience mapping business/finance processes to system functionalities
Expert Knowledge in E-Business Tax Module is required
Experience in Solution design and implementation
Experience of Interfaces (Oracle standard as well as custom)
Must be conversant with Quality processes

Senior Advanced Support Engineer Resume Examples & Samples

Position:* Senior Advanced Support Engineer - DB
_ Major Responsibilities_*
Professionally communicate/present (on-site) delivery service to contact customer and follow-up customer request thoroughly to achieve customer satisfaction
Deliver Advanced Customer Services to help customers in preventive maintenance
Manage and resolve escalated or critical customer's problems
Actively share information/experiences to other team members by conducting periodic technical sessions
Work closely with sales / technical account manager to satisfy strategic customers
Strictly follow operation processes and proactively lead or contribute to the improvement of the processes
_Qualifications_*
Sound experience of Oracle database(11g preferred), OCM certification is preferred
Fundamental H/W and O/S knowledge and experiences are required (IBM AIX, HP Unix, SUN Solaris, Linux)
Good experience of customer service
Good project management skill
Good communication and documentation skill
Good English written and reading
Willing to travel to customer sites across country (25% travel required)
Good player of team work

Senior Advanced Support Engineer Based Resume Examples & Samples

Participating in service delivery
Delivering, according to internal methodology and quality standards
Identifying required / recommended actions on Customer systems as main output of service delivery, based on available best practices and delivery methodology and tools
Escalating Customer issues to Technical Account Manager where relevant
Recommending in relation to the technical competency areas
Proposing integrations to existing delivery methodology and tools to fit new products or services
Contributing to testing and validation of tools defined for delivery of service
Technical Support to Technical Account Managers
Closely connected to our Database International community of ASEs

Principal Advanced Support Engineer Resume Examples & Samples

Proactively working with ACS customers to ensure their successful deployment of the Oracle Database Server
Upgrade and implementation planning and advice Patch management
Delivering reactive onsite technical support in a timely manner
Problem analysis and investigation
Forming effective professional relationships with Oracle Service Delivery Managers, Oracle Product Support and customer staff, at all levels, to ensure customer satisfaction with Oracle's products and support organization
Five years hands-on experience with Oracle Database and Real Application Clusters (RAC) essential

Principal Advanced Support Engineer Resume Examples & Samples

Develop and deliver proactive support services for customers including design reviews, defining architectural alternatives, operational audits, availability studies, risk assessment and product release planning
Provide support, when required, to customer situations where complex problem diagnoses, analysis and resolution require special situation management
Ensure readiness for new product/feature introduction
Deliver solutions to customers, debug for customers, and ensure product quality
Depending on experience level, may address complex and critical customer issues requiring high level of technical expertise and business acumen
Provide pager/dial-in/on-site emergency support to customer mission critical systems, to ensure customer systems/business stability and availability
Forming effective professional relationships with Oracle Technical Account Managers, Oracle Product Support and customer, at all levels, to ensure customer satisfaction with Oracle's products and support organization
Technical degree with 8+ years of relevant experience or equivalent combination of education. Candidate with less experience will be considered as Senior ASE
Strong Production System Support, Database Administration, Performance Tuning and Trouble-shooting experience
RAC, Data Guard and RMAN knowledge and experience is essential
Hands-on experience of any of the followings is a plus
Oracle Exadata and GoldenGate
MySQL and other non-Oracle databases experience
Sound knowledge of Unix/Linux platform, storage/ASM and OS networking
Self-motivated and work independently
Able to work overtime (i.e. non-office work) and under pressure
Good Communication Skill in Putonghua, Cantonese, English

Database Advanced Support Engineer Resume Examples & Samples

Good knowledge of UNIX, Linux, Windows or other relevant OS-system
Fluent in written and verbal English. Italian is a plus
Preference for working in an international cooperative team environment
Preference to work in teams

Advanced Support Engineer Resume Examples & Samples

BS or MS in progress in Computer Science, Information Technology, or related
Self-starter who works independently
Experience working on virtual project teams and participating collaboratively with team members
Show strong interpersonal skills. Exhibit excellent written and verbal skills
Apply creativity, energy, and enthusiasm to their work
Demonstrates ability to learn and understand the goals of the project and the organizational inputs and objectives and how they impact the project
Requirements gathering and analysis
Experience in Project Management (use of Microsoft Project a plus)
Experience with Oracle Database (or another relational database) and SQL
Website/portal design and development including familiarity with terminology, industry standards, HTML, XML, and page navigation. Website graphic design w/GIMP (or like product) is a plus
Proficiency in scripting languages and coding standards. Flash scripting and Flash development w/QARBON ViewletBuilder6 (or like product) is a plus

Senior Advanced Support Engineer Oracle Solution Support Center Resume Examples & Samples

Maintain good relationship with other parties in Oracle Corporation and train junior engineers to enable them for Oracle new products support
Proactively working with ACS customers to ensure their successful deployment of Oracle eBusiness Suite
Providing Assistance to service delivery team in critical situation as requested
Tasks ranging from daily Apps Support, Apps Upgrade, performance review, patch analysis, enhancement solution design with implementation and SR reviews
Forming effective professional relationships with Oracle Service Delivery Managers, Oracle Product Support and customer staff, at all levels, to ensure customer satisfaction with Oracle's products and support organization
Respond and resolve service requests within Key Performance Indicator targets
Developing high quality, standard deliverables and methods to promote efficient service delivery
Researching and responding to technical enquiries from customers
Maintaining an up-to-date and in-depth knowledge of new products released in the market
Maintaining product expertise within own area of specialization
B.A./B.S. in a technical field or equivalent experience required
Minimum 10 years IT experiences, at least 8-year solid experience in consulting or supporting Ebiz Finance or Manufacturing modules
Mainly work in Finance or Manufacturing modules; With HR module experience will be an additional advantage
Solid experience and deep knowledge of EBiz R12 is definitely an advantage
Proven experience of Oracle eBusiness Suite DBA including System Administration in Oracle Applications on R12, and 11i is definitely an advantage
Oracle eBusiness Suite Architecture including good understanding of technology stack
Strong UNIX skills is an additional advantage, preferably Linux, additional NT/Win2K skills useful
Fluent in English and Mandarin, plus advantage with Cantonese speaking
Ability to work under pressure in escalated situations
Independent working capability and deep understanding of “Assigned Tasks’ Ownership”
Team work essential
Willingness to travel in GC as requested

Principal Advanced Support Engineer Resume Examples & Samples

The role requires expertise and hands-on knowledge in the following core technologies:-
Technical Coordination: Coordinate and direct technical implementation meeting with customer's IT staff and/or Systems Integrator including being responsible for understanding the architectural design of a customer environment and taking this into account when developing a monitoring solution
EM12c Administration - Responsible for developing a monitoring and management solution for customers - includes installing and configuring the systems monitoring solution for specific technologies
Strong Teamwork: Work with other Customer Design Engineers to identify the optimum configuration of the remote monitoring platform within the customer network. The solution must adhere to customer’s security and performance requirements
Monitoring Solution Design: During the implementation phase, seek to understand unfamiliar elements and develop monitoring/management solutions for them. It may require augmenting existing solutions using plug-in framework
Operational Requirements: Work with the customer and internal operations team to understand special operational requirements and developing a solution that fits into the existing operational framework, while still accommodating customer needs
Project team member: Used to working as part of a project team where deadlines must be met in order to deliver a product or service on time and within budget. Understanding the importance of communicating status, risks and issues to the project manager in a timely manner

Principal Advanced Support Engineer Milan Resume Examples & Samples

Technical assistance with software installations
System configuration health checks
Proactively alerting customers to product developments and issues Delivering technical presentations
Delivering reactive onsite and remote technical support in a timely manner
Providing and verifying problem workarounds or patches
Researching and responding to technical enquiries
Strong Unix skills essential, additional Oracle Engineered Systems skill a plus
Extensive experience of any of the following a definite advantage