Senior Technical Support Engineer Resume Samples

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L Parker

Lenna

Parker

2499 Baumbach Passage

Dallas

+1 (555) 519 1229

2499 Baumbach Passage

Dallas

Phone

p +1 (555) 519 1229

Experience Experience

Dallas, TX

Senior Technical Support Engineer

Dallas, TX

Bergstrom-Reichel

Dallas, TX

Senior Technical Support Engineer

Actively manage customer expectations in relation to support work taking place and planned work, under the guidance of the Technical Support Account Manager
Work with existing support team and developers to provide resolution to customer issues
Consult and develop relationships with in-house engineers and developers to promote creative solutions and improve customer satisfaction
As a technical resource develop, re-define and document best practices to provide to internal teams(Support/R&D) for support process and improvements
Work closely with Account Managers to provide world class customer service to the client
Work with other engineers and developers to develop creative solutions for our customers, including product fixes
Work closely with Red Hat's production support engineers, technical account managers, and Development team

Detroit, MI

Senior, Technical Support Engineer

Detroit, MI

Senger-Nienow

Detroit, MI

Senior, Technical Support Engineer

Create and execute software test procedures and generate test summary reports
Support Remote Diagnostics (PROService RMS) including trigger development, Functional software specification development, testing and release
Collaborate with all stakeholders to utilize DBS for ongoing process improvement
Perform other related duties as and when assigned
Create detailed technical documentation defining product theory of operation and technical specifications
Develop expert level knowledge of existing systems from hardware perspective and acquire applications knowledge to aid in problem diagnosis
Design and execute experiments to be used in the isolation of customer reported software issues

present

Detroit, MI

Ccp-senior Technical Support Engineer

Detroit, MI

Dibbert-Willms

present

Detroit, MI

Ccp-senior Technical Support Engineer

present

Resolve technical issues of the Genesys Reporting & Analytics product suite for Genesys Customers and Partners around the world
Research reported issues to find resolution through log analysis, problem replication, knowledgebase searches, and peer collaboration
Log and Track issues within Sales Force CRM solution including research, customer communication, and updates as the problems are being worked
Build and maintain test environments/labs for troubleshooting and testing
Understand and set issue priority based upon urgency and business impact
Work in a tier-less support model with collaboration from other support engineers when necessary to resolve difficult issues
Maintain ownership of customer reported issues until resolved

Education Education

Bachelor’s Degree in Computer Science

James Madison University

Bachelor’s Degree in Computer Science

Skills Skills

Ability to convey a strong presence, professional image, and deal confidently with highly complex technical problems
Strong analytical, problem solving skills; Ability to prioritize and effectively execute tasks while maintaining accuracy and attention to detail
Excellent problem-solving skills and ability to navigate challenging situations in a professional manner
Strong communication and ability to handle high profile customers with critical issues
Excellent knowledge of Operating Systems including (Windows 2012, 2008, Windows 8+ / Linux, UNIX)
Create and publish solution knowledge for re-use by customers and Tenable employees
Ability to write documentation for internal and external customer facing Knowledge Base Articles
Ability to work effectively in a dynamic highly visible environment
Good understanding of Linux operation system (Shell, boot process, IPtables, cron, udev, filesystem, etc.)
Proven experience in appropriate field, with strong application and technical knowledge in relevant electronics or electrical product areas

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15 Senior Technical Support Engineer resume templates

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Senior Technical Support Engineer Resume Examples & Samples

5+ years of related experience in the following
Strong background in desktop support/operations and virtual desktop tool VMware View
Experience managing/troubleshooting Call Recording and Call Manager tools
One or more certifications in the following: MCSE, CNE, MCNE, CCIE
Excellent written and verbal communication skills; ability to handle multiple projects
Witness
Genesis
Workforce Manager

Senior Technical Support Engineer Resume Examples & Samples

Minimum of 10 - 15 years of experience in Voice, Unifined Communication, Video with any relavent certification
Bachelors degree in computer science preferred
Required: Core networking, switching, and Routing knowledge
Required: Virtualization environments with VMware, supporting Linux server deployments
Required: Polycom Real Presence Platform Specialist
Required: Knowledge of SIP, H323, Routing & Switching
Preferred: CCIE Voice, Routing & Switching
Preferred: Troubleshooting VOIP technologies including media gateway, sip proxy, sip notifies, IMAP store etc

Senior Technical Support Engineer Resume Examples & Samples

Highly Organized
Curious and interested in learning new technologies
Strong multiple priority management skills
Demonstrates awareness and commitment to customer satisfaction
Worked in a role recently (within the past 5 yrs) as a technical support person that was working with businessenterprise customers
Has held a role that required at least 20% of their time to be spent troubleshooting with SQL and relational databases
Has > 2 yrs experience reading and troubleshooting XML, HTML
Has > 2 yrs networkclientserver connectivity
Has digital marketing experience from an email service provider, or a competitor

Senior Technical Support Engineer Resume Examples & Samples

Work experience
Has > 5 yrs experience reading and troubleshooting XML, HTML
Has > 5 yrs networkclientserver connectivity

Senior Technical Support Engineer Resume Examples & Samples

Support both mobile application and console implementation efforts, including application configuration, testing, and issue resolution, both on-site at the client location and remotely
Support customer implementations
Update and maintain project issues list, which includes prioritizing issues

Senior Technical Support Engineer Resume Examples & Samples

Provide onsite installation, repair and maintenance services for a suite of Polycom Video and Infrastructure products
Provides onsite customer orientation on newly installed products
Maintain and update dispatch tickets, trip reports, and customer records in CRM databas
Manage own personal schedule, travel and business expenses
5 + years of proven customer management skills
Solid working knowledge of Polycom's suite of products is desired
Strong knowledge of data communications networks required- CCNA/CCNP considered a plus
Thorough knowledge of VoIP technologies including H.323 and SIP protocols

Senior Technical Support Engineer Resume Examples & Samples

Technical vendor management – working with offshore teams
Internal collaboration with customer-facing and engineering teams
Triage & troubleshoot issues
Manage resolution with our external engineering vendors
Contribute to the development of automation tools for metadata validation and troubleshooting
Act as a liaison between internal functional departments and external vendor teams
Keep a knowledge-base of support-related information up to date
Ensure adherence to process, SLA & KPI requirements
Familiarity within a professional business environment or similar organization preferred
Knowledge of service catalogues and process management in a technical support environment
Excellent communication capabilities (spoken and written)
Self-starter who works on own initiative, and within a collaborative multi-team environment
Well organized, structured and detail-focused individual
Educated to Degree level in a related discipline (Business, Finance, Computer Science)
LI-JH1

Senior Technical Support Engineer Resume Examples & Samples

Provide support to VMware Customers and field personnel
Provide a high level of customer service at all times
Work in a global team environment and mentor junior technicians
Represent VMware, its share holders, and its partners in only the most professional manner at all times
Any other duties or project as requested by the Manager/Senior Manager of Enterprise Applications or the Director of Global Support Services
Extensive administration and support experience with all of Windows server operating systems, and workstation operating systems in large enterprise environments (thousands of systems)
Experience with basic SQL and Postgres database management and querying for troubleshooting purposes
Familiarity with various Hypervisors (vSphere, Hyper-V, Citrix XenServer, KVM, etc.)
Familiarity with Cloud concepts and technologies (vCloud Director, Amazon, OpenStack, etc.)
OS Provisioning experience a plus (SCCM, WIM, KickStart, etc.)
Excellent communication (both oral and written), interpersonal, and customer service skills are a must

Senior Technical Support Engineer Resume Examples & Samples

Best-of-breed virtualization company which has been chosen by most Fortune 500 firms to power enterprise technology infrastructure
Responsible for providing technical assistance to customers of medium to large size, scope, and /or political complexity
Company has a reputation for family-friendly work policies and solid growth
Hands-on technical support, with KPI’s based on calls answered, issues resolved
Write online knowledgebase technical briefs on complex technical issues and review other technical engineer’s articles
Lead less-experienced engineers to work with more complex support cases
Occasional weekend work to support rollouts with the possibility of some onsite work as well
Excellent client interaction skills, aggressive in gathering information from clients to achieve success
2 years proven ability to work with virtualization technology in an enterprise environment
Client-focused work ethic
Native-level Japanese and business-level English

Senior Technical Support Engineer Resume Examples & Samples

Provide leadership and training for the team comprised of TSE and helpdesk personnel
SME for Technical Services provided to Studio encompassing intimate knowledge of various groups as well as an understanding of applications used and specialized workflows
Work with other Segments and Departments to drive Studio initiatives
Communicate with users and senior management the status of issues
Perform hands-on repair of equipment and maintenance/installation of infrastructure
Troubleshoot all hardware associated with end-user computing, mobile devices, printers, workstations, switches, etc
Strategic thinking both technically and business-wise
Forward Thinking
Previous lead experience overseeing exec support or production environment
Superior customer service focus as well as strong written and verbal communication skills
Basic networking, LAN / WAN skills
Familiarity with security protocols and practices
Experience with 3-D software such as Maya
Familiarity with Mac Server Management (Xsan, AFP, Open Directory)
Undergraduate degree
3-5 years’ experience in desktop support

Senior Technical Support Engineer Resume Examples & Samples

Work directly with staff in quality assurance, engineering, sales, marketing, operations, and administration to resolve problems
Provide training or assistance to junior staff
Be an advocate for virtualization
Ability to program and debug bash, perl and python scripts
Experience with operation and administration of large Windows Server and Desktop Environments
Experience in administration of complex Storage Area Networks, including Fibre-channel and Ethernet based protocols
Hands-on and working with key technology solution/language/tools e.g. CloudStack, OpenStack, AWS, KVM, libvirt, Chef, Puppet, Python, CMS, DynamicOps, API, etc
73644BR

Senior Technical Support Engineer Resume Examples & Samples

Deliver remote Transfer of Information (TOI’s) Sessions (leveraging larger team if needed)
VMware troubleshooting review (log analysis/troubleshooting process)
Reduce SR volume and impact through focus and proactive engagement
Foster an enhanced relationship with CPD, Core R&D, and the Field Account teams
Provide best effort support for customers operating on/in unsupported configurations
Strong verbal communication, project management and problem solving skills
Comprehensive knowledge in more than 3 of the following technologies

Senior Technical Support Engineer Resume Examples & Samples

Outstanding customer service skills, versatility and breadth in technical skills, and the ability to help teams and projects successfully accomplish their objectives
Thrives on variety in their daily work, on interaction with customers, and on working with a wide range of technologies
Assess, QA, document, and train on desktop and applications solutions
Provide assistance and support for security administration, mail, file servers and assisting users with backup and recovery
Participate in project work as required, including non-business hour deployments (e.g. nights and weekends) Performs other duties as required
Identify research, diagnose and escalate (as needed) production problems such as defects, questionable functions, errors, and inconsistencies in systems functions Continually research, evaluate and provide documented recommendations for new technologies and tools within the Information Technology field
Present technology roadmaps to members of technology management as well as business partners
Provide 2nd and 3rd tier support for installation, implementation and troubleshooting of complex hardware and software issues to both Desktop support and Helpdesk teams
Collaborate with faculty, researchers, and staff to enhance productivity, efficiency, and streamline business processes using information technology
Provide technical expertise and mentoring to other IT Services and Support staff
Must have at minimum 4 years’ experience with Macintosh and Windows operating systems and hardware in a computer support related setting; experience working in a networked environment
Must possess clear/precise written/oral communications skills, ability to interact with technical staff and work in a team oriented customer focused environment
Strong analytical, problem solving skills; Ability to prioritize and effectively execute tasks while maintaining accuracy and attention to detail

Senior Technical Support Engineer Resume Examples & Samples

8 years of relevant experience and a Bachelor’s degree {add Degree info here} or its equivalent or
6 years of relevant experience and a Master’s degree {add Specific Degree here} or
3 years of relevant experience and a PhD {add Specific Degree here}
Master’s Degree preferred

Senior Technical Support Engineer Resume Examples & Samples

You have 4+ years demonstrated experience as a Technical Support Engineer
Proven experience working on critical system down issues and escalations
Hands on experience managing Linux/Unix systems - LAMP Servers
Experience with Microsoft Server Technologies (Exchange ActiveSync, Active Directory, ISA/TMG, NDES, KDC)
Microsoft Certified Technology Specialist (MCTS) - Exchange or equivalent experience
Mobile Device Management (MDM) - Apple iOS & Android
VMware Certified Professional or Equivalent
Public Key Encryption Infrastructure / SCEP

Contracting Senior Technical Support Engineer Resume Examples & Samples

This position will support North Zone and SAARC - Nepal
Responsible for all functions relating to assisting the sales engineers and customers in selection of Air Equipment , Unitary , Airside including AHUs and FCUs
Accountabilities: Essential functions and responsibilities include the following
Equipment’s selections, pricing, proposal generation, Order entry, Handing over, etc
Co-ordination with Customer and Factory for Product, L/C and delivery related issues
Jobsite co-ordination with service team whenever required
Consultant support for solutions
Work with a current and evolving action plan designed to identify & meet all of the customer needs in turn meeting the Organizational Goals
Other functions may be assigned apart from Air Side as required
Responsible for proactive support of the consultant accounts
Work with a current and evolving action plan designed to identify and meet all of the customer needs
Develops and execute a specific office business plan to identify long term, mutual support requirements to facilitate a strong, profitable & successful partnership
Education: BE Mechanical /Diploma
Experience: 5-7 years
Percentage of travel: 10%

Senior Technical Support Engineer MD Resume Examples & Samples

Assesses hardware, software and network related issues on customer systems and provides solutions for repairs by performing remote troubleshooting, diagnostic evaluations and routine inspections on medical imaging systems, equipment and components sold or serviced by the company
Provide product module and/or sub-module specific advanced support, guidance and assistance to Customer Support Engineers and other staff
Liaise with engineering development and support staff to analyze product malfunctions requiring engineering action, assists with escalations and delivers the results to other staff members
Collaborate with other internal and external groups on solving complex technical issues and developing innovative solutions
Effectively document problems and solutions into a product knowledge database
Assists in developing troubleshooting guides, bulletins, software files and similar resources on existing products
Learn and remain compliant with all regulatory and quality requirements
Maintain an expert working knowledge of current medical imaging products and related technologies by staying abreast with the latest industry / technology advances through continuous education
Short notice and / or overnight travel, as required, to work on customer systems

Senior Technical Support Engineer Resume Examples & Samples

Resolve complex escalations and technical issues through meticulous research, reproduction, and troubleshooting for customers installing Mellanox products and supporting systems using Linux Operating Systems
Build and lead engineering task force to develop debug strategies and lead them to execution
Participate in cross-functional team meetings and provide feedback to engineering and marketing regarding product requirements, customer experience, support tools, etc
As a technical resource develop, re-define and document best practices to provide to internal teams(Support/R&D) for support process and improvements
Site visits and conference calls with customers
A Bachelor’s Degree in Computer Science, Computer Engineering or Electrical Engineering
Knowledge and troubleshooting experience with network equipment and network protocols including L2, L3 protocols
Familiarity of practical experience with product development and/or engineering processes
Extensive knowledge and troubleshooting experience with Linux server systems and applications
Experience with operating and configuring major vendors’ network equipment such as switches and routers
Good written and verbal communication skills with a strong desire for learning new technologies
Excellent interpersonal skills with the ability to maintain and manage the overall resolution for any escalated customer case under all circumstances
Ethernet (10/25/50/100 GbE) and/or InfiniBand
Clustering or Data-Center technologies including Upper Layer Protocols (i.e., MPI)

Senior Technical Support Engineer Resume Examples & Samples

A Bachelor’s Degree in Computer Science, Computer Engineering or Electrical Engineering (or Equivalent Training and Work Related Experience)
Knowledge and experience in Linux System Administration, process management, package management, task scheduling, kernel management, boot procedures/troubleshooting, performance reporting/optimization/logging, network-routing/advanced networking (tuning and monitoring), storage configuration and troubleshooting (iSCSI), Virtualization (KVM)
Demonstrated ability to troubleshoot networking protocols using tools such as IXIA, tcpdump and wireshark or similar packet generation and analysis tools
Clustering or Data-Center technologies
Configuration and operational expertise with traditional network switch/router platforms - MLNX_OS, IOS, JunOS, EOS, etc

Senior Technical Support Engineer Resume Examples & Samples

Troubleshoot highly complex wireless network and hardware problems
Document and effectively utilize the complex lab setups to reproduce customer problems, and coordinate fixes by engineering department
Manage critical customer accounts and escalation requests submitted
Research and analyze significant, complex wireless network issues that requires evaluation
Participate as technical expert in product marketing meetings, and support readiness project work
Contribute technical content to Ruckus leading Deployment Guides, Knowledge Base, FAQ’s etc. Drive continuous learning, results orientation and teamwork
Develop and conduct trainings in order for technical support engineers to attain the highest level of technical competence required for their role
Wireless Access Points
Wireless Client Associations
Expert level of understanding of RF transmissions & antenna behavior Advanced knowledge on WLAN Security in the areas of authentication, encryption, RADIUS, AAA authentication, EAP, PSK, etc. Solid exposure and working experience with 802.11a/b/g/i standards and knowledge of 802.11n
Advanced skills and hands on experience on protocol analyzer tools such as Wireshark, Ethereal. Strong wireless network performance modelling and benchmarking skills Solid understanding of TCP/IP, IGMP, and Routing (Layer 2 & 3 communication) The following Certifications would be a plus: CWNA, CWSP, CWNE
This is a customer facing position and the candidate must possess strong written & verbal communication skills
Excellent inter-personal and teamwork skills
Strong ability to analyze and solve complex problems using analytical and creative problem solving skills for design, creation and testing of networks
Active in pursuing learning opportunities

Senior Technical Support Engineer Resume Examples & Samples

6 years hands on experience with prototyping skills including soldering, wire wrapping, and panel fabrication
15 years of experience in the fabrication and test of electrical power systems
Power System Design - System Simulation and Modeling, Solid State Transmitters, High Voltage Tube Transmitters, High Power Sources, Intelligent Power Control
Power Sub-System Design - Filters, Harmonic Control, Circuit Simulation, Magnetics, Protective Relay Systems, Short Circuit and Stress Analyses
Power Conversion - AC/DC, DC/DC and DC/AC, Linear and Switching Supplies, Power Factor Correction (PFC), Zero Voltage Switching (ZVS), Resonant Circuits, Synchronization, Noise Controls
Power Distribution - Ground, Air, Shipboard, and Space, Power Generation, Line Voltage, High Current, Low Voltage, Micro-Power, DC, AC, Multi-Phase Power Control, Fault Reporting, Isolation, Protection Circuits, Redundant Systems
Mixed Signal Design - Direct Digital Converters, Digital Waveform Generators, Mixed Signal Circuit Card Assemblies, Mixed Signal Electrical Subsystems
Digital Hardware - Subsystem/Module Digital Circuits, FPGA/ASICs, Mixed Process/Photonics/Sensors, COTS systems, COTS interfaces, Subsystem Development, VME/PCI
Digital Systems – System Trades, Architecture, Embedded Processing
Embedded Software - Real-time Signal Processing, Beam Steering, Control Algorithms
Control Systems – Servo Control Systems, Motor/Power/Process Control, Digital Feedback Systems, Command and Control, Inertial Stabilization, Navigation Algorithms

Senior Technical Support Engineer Resume Examples & Samples

Act as the direct contact for customer inquiries from South Korea via phone and web
Document and share diagnostic steps and problem resolutions with the Support Delivery team
Coach and mentor junior members
Proficient Korean language skills, both written and verbal
Red Hat Certified Engineer (RHCE), or a comparable combination of experience and qualifications
Experience with kernel internals is a plus
Experience with enterprise storage solutions (SAN, NAS, and Clustering) or virtualization is a plus

Senior Technical Support Engineer Resume Examples & Samples

Support customers by responding within the designated service level agreement to incoming calls, as well as chat and web-based inquiries about our technologies
Investigate and troubleshoot issues, developing solutions for our customers while understanding their business needs
Proactively update our customers and ensure they are satisfied with our support service
Work with other engineers and developers to develop creative solutions for our customers, including product fixes
Share your knowledge gained from troubleshooting issues by contributing to the global Red Hat knowledge management system; present troubleshooting instructions and solutions to other engineers within the domain
Relevant product administration experience, e.g. installation methods, networking, firewall, security, clustering, web servers, or databases
Advanced troubleshooting and debugging skills, with a passion for problem solving and investigation
Bachelor’s degree or equivalent experience within the enterprise IT sector
Demonstrated customer service experience or prior technical support experience; desire to go above and beyond in assisting customers
Outstanding English communication skills, both written and verbal
Prior Red Hat product certification, e.g. Red Hat Certified Engineer (RHCE), or other relevant certifications is a big plus, as you'll need to be certified within 90 days of your start date
Scripting or programming experience in languages like Bash, C, Perl, Python, Java, or Ruby is a plus

Senior Technical Support Engineer Resume Examples & Samples

Collaborate with other engineers and developers to develop creative solutions for our customers, including product fixes
Share knowledge gained from troubleshooting issues by contributing to the global Red Hat knowledge management system; present troubleshooting instructions and solutions to other engineers within the domain
Participate case review conference call with customers when needed
5+ years of Linux or UNIX system administration experience
Technical knowledge of and hands-on experience with the Linux storage and file system
Fundamental understanding of OpenStack and container architecture; administration experience across all working components
Previous experience with Ceph or Gluster storage is a plus
Ability to manage and grow existing enterprise customer and partner relationships by delivering high-quality support
Prior Red Hat product certification, e.g. Red Hat Certified Engineer (RHCE) or other relevant certifications is a significant advantage, as you'll need to be certified within 90 days of your start date
Proven ability and willingness to learn new open source technologies

Senior Technical Support Engineer Resume Examples & Samples

Provide a detailed level of technical assistance to ensure that our customers get the most out of their Red Hat JBoss Middleware solutions
Offer developer-to-developer assistance
Work alongside in-house developers, write new code, fix and improve code, provide highly technical solutions, and contribute to the JBoss and open source software communities
Develop patches and feature requests to provide upstream to the community and downstream to customers
Work with other open source projects to help customers integrate Red Hat products with their applications
4+ years of professional JEE platform experience
Deep experience with JEE and application server technologies like JMS, Web Services, Servlets, JSP, JDBC, Hibernate, sturts, teiid, metametrix, arquillian, drools, rich faces, Tomcat, or Datasources
Hands-on experience with application server technologies, e.g Red Hat JBoss Middleware, WebSphere, or WebLogic
Experience with databases and SQL
Good debugging skills and a passion for problem solving and investigation
Clear and effective English communications skills, both written and verbal
Ability to communicate courteously and effectively with customers, third party vendors, and Red Hat associates
Bachelor's degree in engineering or computer science or equivalent experience within the enterprise IT sector

Senior Technical Support Engineer Resume Examples & Samples

Support internal and external clients with ad serving configuration, campaign delivery issues
Utilize debugging skills on online, mobile, CTV to solve client issues
Work closely with Business Development and Engineering teams to align expectations and drive company’s Platform integrations
Develop strong cross-functional relationships to further advocate best interests of YuMe and customers
Scale partnerships from a technical standpoint
Translate difficult problems or issues into standards, use cases and knowledge base articles
Log and monitor the support given by the technical support team across given periods
Liaise internally with both technological and client facing YuMe teams to troubleshoot and ensure process
Keep abreast of all YuMe technical advances to support the latest iteration of products
Be the product team’s eyes and ears in the market to understand and help drive our products. Effectively identify and highlight industry trends and client requirements to Product Management
Become an expert in video and of all YuMe’s proprietary systems
Provide World Class Client Service by communicating to clients in a proactive, consistent and informative manner
Help to develop a clear vision for achieving technical goals and fulfilling needs in the medium and long term, based on insights into the internal Technical Support organization but also outside Technical Support
Develop an ongoing relationship with YuMe’s platform and inventory publishers
Work with the Business Development and Publisher Account Management teams to ensure a smooth end to end process for all new publishers
Work with YuMe Network Ad Operations team to support ad campaign fulfillment on YuMe network
Review internal and external documentation; absorb technical specifications and external standards
Authoring test strategy, test plan, test case, and test report documentation
Experience of CRMs such as Salesforce
Working understanding of HTTP, HTTPS, HTML and (s)FTP protocols
Junior level front end web development concepts (html, css, JavaScript) – required
Good to Excellent understanding of Web Service APIs, RESTful APIs, Web Services concepts (both client side and server side) and Web Service communication languages
Good to Excellent understanding of XML and JSON is required
Open RTB experience preferred
Good understanding of Proxy Networking concepts as they apply to technical debugging preferred
Strong understanding of cookie based technology used for retargeting, behavioral targeting, frequency capping, conversion tracking
Online http trace/debugging (any or all of Charles, Firebug, Wireshark, Chrome Developer Tools, Fiddler, remote debugging)
Preferred but not required, experience with some of the following: iOS, Android, HTML5, Flash Develop, Samsung SDK, LG SDK, Grep, Eclipse IDE

Senior Technical Support Engineer Resume Examples & Samples

Follow the rules and compliances in organization
Having customer centric mind
Keep learning to maintain required IT and product skill at higher level
Show ownership and leadership to fulfill our WWDSS mission
Ability to accept and adopt any changes in a dynamic environment
Ability to being positive, proactive and productive
Ability to multitask and prioritize job requirements in a dynamic environment
Good at stress management
Excellent English: equivalent TOEIC 730 or higher
Minimum 5 years working experience in IT industry
Excellent written, Verbal, & Presentation skills in Japanese
Familiarity with SQL 2005 and SQL 2008
Knowledge of AD and security groups
Experience with IIS 6 and 7
DNS and name resolution skills required
General understanding of network infrastructure to include DMZ, Routers, Networks, Switches, and Firewalls

Senior Technical Support Engineer Resume Examples & Samples

Work as customer technical expert, work to sharpen customer solutions and solve their technical challenges
Debug SW and HW issues and provide solutions to customer
Report, escalate, replicate and manage resolution of customer’s problems
Communicate between engineering, technical Support, and the customer when critical product issues need to be escalated
Maintain technical expertise and knowledge about new Mellanox products
Manage account activities and align Mellanox activities to the customer's business case and strategy
Educate the customer on core key principles for a sustainable configuration
Site visits and conference calls with customers and partners
Develop and refine internal support processes to improve support efficiency and productivity
B.S. Computer Engineering/Software Engineering/Electrical Engineering - Required
5+ years in providing (tier-3) in-depth Customer Support and troubleshooting for hardware and software products - Required
Strong software experience – Required
Theoretical knowledge and troubleshooting skills with L2/L3 Ethernet networks - Preferred
Minimum of three years’ computer software development. Knowledge of Linux kernel and Drivers development -Preferred
Experience in account management – Preferred
Ability to troubleshoot problems, research and root cause technical issues
Demonstrated ability to handle and resolve critical customer support escalations
Experience dealing with large customers and complex technical support issues
Good understanding of technical support and professional services processes and workflows
Excellent verbal and written interpersonal skills - positive customer-centric attitude
Excellent time management skills and the ability to prioritize workload

Senior Technical Support Engineer Resume Examples & Samples

Familiarity with TCP, IP, major protocols and network topologies
Experience with Internet servers such as DNS, Mail, Web, FTP etc
Experience with network tools and applications such as dig, tracert, ping, Wireshark, TCP dump etc .
Network trouble shooting experience

Fusion HCM Senior Technical Support Engineer Resume Examples & Samples

Extensive experience monitoring, tuning and/or changing complex applications to optimize the product to perform to customer expectations
Extensive experience with one or many aspects of Enterprise Business Application (Product knowledge, Log reading, Troubleshooting techniques etc). Knowledge of networks, database configuration, server configuration, Web Server optimization load balancing hardware, SQL tuning and so on
Excellent communication skills. Able to communicate very well both technically and functionally in highly escalated situations. Able to produce audienceappropriate communication with executives, support personnel, and customer personnel in tense, escalated situations
Well-developed listening skills. Able to discern core issues in an environment where it may be difficult to determine what is cause and what is symptom
Well-developed troubleshooting skills, ability to analyze details and synthesize "big picture", frequently working with incomplete or ambiguous data. Creative use of industry standard tools to aid in the diagnostic process
Detailed knowledge of more than one modules in any of the following applications - Peoplesoft, JDE or EBS HCM (experience in Compensation/Benefits applications will be a big plus) Following technical skills are desired. In the absence of these skills, it is expected that the Support Engineer will develop an understanding of one or more of these skills as required for the role upon completion of post-hire trainings in these areas
XML: skilled in reading/writing/validating and processing reasonably complex XML documents. Familiarity with DTD's, Namespaces, XML Schemas, XPath and XSLT
SOAP and Web Services: A basic understanding of locating and invoking remote Web Services (UDDI, SOAP). A working understanding of WSDL, RPC/Document style web services and WS-Security, WS-Reliability

Oracle Fusion Financials Senior Technical Support Engineer Resume Examples & Samples

Strong understanding of ERP product(s), specifically Financials
Fusion or EBS Financials experience preferred; Fusion or EBS General Ledger experience helpful but working knowledge of Fusion or EBS General Ledger, Accounts Receivable, Accounts Payable, Fixed Assets, PPM or other ERP Financial Solutions will be considered
Functional/Technical background in assigned product area (i.e. Financials) and exposure to associated systems and software
Technical skills in any of the following are desirable: RDBMS, SQL, PL SQL, XML, Java, J2EE and Oracle ADF, SOA and Web Services
Understanding of structured SQL statements and how they are executed in the RDBMS (sql/Plsql) helpful
Ability to read and decipher software Log and Trace files, Web Server Optimization, Server configuration as well as the ability to act upon the finding to determine a problem resolution
Experience in filtering and updating complex technical knowledge for use in problem resolution
Excellent track record in providing outstanding and unparalleled customer service
Ability to handle difficult or sensitive situations with diplomacy and tact

Peoplesoft Tools Senior Technical Support Engineer Resume Examples & Samples

Provide first point of contact for Oracle customers, partners & consultants as warranted by customer needs and customer support response time commitments. This entails intake, logging, and research of incoming customer cases via phone, email, and web
Research, troubleshoot, replicate and test product problems, bugs and client configurations as well as general application and technical questions
Gain expertise in PeopleSoft PeopleTools technologies: Reporting Tools – XMLP, Pivot Grid, SQR, Crystal Reports, nVision, Process Scheduler etc. Installation of PeopleSoft Application and Tools, Upgrade of PeopleSoft, Installation and troubleshooting of Application Server (Tuxedo), Web Server(WebLogic, WebSphere, OAS), Performance Monitoring, Integration Technologies –Integration Broker, Component Interface, Workflow
Coordinate, negotiate and set expectations on priorities & resolution deadlines with customers (diplomatically done in difficult client situations)
Track issue progress and provide regular updates to clients until incidents are resolved
Interface with Development and Consulting Services as needed to resolve customer issues. Work closely with Development to diagnose bugs and provide patches to customers. Participate in system and release testing, as needed
Research root cause and suggest corrective action to further enhance the customer experience and improve Oracle products
Contribute to the creation and maintenance of electronic content / documentation / knowledge for customers to support problem prevention efforts
Report high visibility cases, escalations, and customer trends to management
Develop a depth & breadth of technical knowledge within the product line in more than one product area
Maintain an up-to-date and in-depth knowledge of current product releases, service offerings and support policies
Initiate and participate in process improvements within the product line
Work as a part of a global team and coordinate customer support issues among different support sites to ensure timely distribution of knowledge and positive impact on customer satisfaction and quality
Contribute to an environment that encourages information sharing, team-based resolution activity, cross training and an absolute focus on resolving customer cases as quickly and effectively as possible. Identify & document areas and possibilities where proactive efforts can prevent new cases
Demonstrate core competencies (employ sound business judgment, creative and innovative ways to solve problems, strong work ethic and do whatever it takes to get the job done)
Develop code to automate data collection, problem diagnostics and resoultion
B.Tech/BE/M.E/M.Tech/MCA. Bachelor’s degree is a must. Masters degree or equivalent work experience preferred
Prior experience in a customer support position preferred
Prior experience with PeopleSoft, Oracle or any ERP technology or applications preferred
Prior experience in developing code
Excellent Verbal & written communication skills
Excellent Problem Solving & Analytical skills
Self-motivated & resourceful
Ability to multitask & work independently as well as collaboratively in a global team environment
Ability & initiative to learn new products & technology quickly
Ability to work under pressure and handle difficult & escalated customer situations with diplomacy & tact
Experience with any PeopleSoft PeopleTools module: Installation, Upgrade, Server, Integration and Reporting Tools
Working knowledge of various Operating systems (UNIX, Windows) and databases(Oracle, SQL Server etc)
Understanding of SQL statements and how they are executed in the RDBMS. Ability to read and decipher software logs and traces files, as well as the ability to act upon the finding to determine a problem resolution

Fusion SCM Senior Technical Support Engineer Resume Examples & Samples

More than four year’s implementation, support, consulting or development experience (or equivalent) in enterprise business application
Extensive experience with one or many aspects of Enterprise Business Application (Product knowledge, Log reading, Troubleshooting techniques etc)
Well-developed listening skills. Able to discern core issues in an environment where it may be difficult to determine what the cause is and what the symptom is
Ability to persevere in the face of obstacles and ensure customer’s success
Self starter, works well unsupervised or with limited supervision
Detailed Functional and technical knowledge of more than one modules in any of the following Oracle Supply Chain Application Suites - Oracle EBusiness Suite; Peoplesoft Enterprise SCM; JD Edwards EnterpriseOne; Siebel
Following technical skills are desired. In the absence of these skills, it is expected that the Engineer will develop an understanding of one or more of these skills as required for the role, upon completion of post-hire trainings in these areas
Development framework: Experience supporting/developing/testing web applications implemented using frameworks that expose business services via a Model/View/Controller paradigm, such as Oracle ADF

Senior Technical Support Engineer Resume Examples & Samples

Technical skills in: RDBMS, SQL, PL SQL, XML, Java, J2EE and Oracle ADF, SOA and Web Services
Understanding of structured SQL statements and how they are executed in the RDBMS (sql/Plsql)
4+ years relevant working experience (preferably 2years working with Oracle/PeopleSoft products)
Java, J2EE and Oracle ADF
SOA and Web Services

Senior Technical Support Engineer Resume Examples & Samples

5 years experience supporting complex software products, including business applications, operating systems and networking
Excellent English written and verbal communication skills
Japanese Language Support highly desired
Extensive knowledge of Oracle PL/SQL, especially for troubleshooting and diagnostics
Experience with Windows operating systems usage and administration, networking, TCP/IP, LAN and WAN environments
Oracle Database administration and Performance Tuning
Understanding of Web farms and Load Balancer configuration
Configuring web services and troubleshooting the issues related to web services
Experience with .NET or Java technologies
Experience with Microsoft office tools (Word, Excel, Access, Powerpoint, Outlook)
Strong analytical skills to resolve complex problems with minimal or confusing information
Ability to self-explore and self-learn new technologies or product functionalities
Ability to work as an Individual Contributor in a self-motivated fashion
Must have strong time-management skills
Previous knowledge of Health Sciences or Pharmaceutical industry is not required but may be useful

Senior Technical Support Engineer Resume Examples & Samples

Act as a Tier 2 escalation point for advanced customer issues
Lead support efforts for customers who have been determined to have Critical value
Coordinate with Account Management to address any technical issues impacting a Customer’s success
Actively engage Technical Support personnel to ensure proper handling of customer questions and issues to which they have been assigned
Analyzing vulnerability scan results, system audits, and log events
Recreating customer software issues in a lab environment
Escalation of any software bugs or feature enhancements to Tenable's research, development, and product management teams
Managing long-term customer projects or projects internal to the Customer Support department

Senior Technical Support Engineer Resume Examples & Samples

Support customers by responding within the designated SLA to incoming calls as well as chat and web-based inquiries about our technologies
Collaborate with other engineers and developers to develop creative solutions for customers, including product fixes
Relevant product administration experience, i.e. installation methods, networking, firewall, security, clustering, web servers, and databases
Prior Red Hat product certification, e.g. Red Hat Certified Engineer (RHCE), or other relevant certifications is a significant advantage, as you'll need to be certified within 90 days of your start date

Senior, Technical Support Engineer Resume Examples & Samples

Lead technical escalation of product related technical system issues
Lead Product Line Escalations of product related technical system issues
Develop expert level knowledge of existing systems from hardware perspective and acquire applications knowledge to aid in problem diagnosis
Understand process and flow within a clinical diagnostics analyzer
Learn and understand Instrument system hardware
Input to/develop creative and effective support strategies, input to and creation of service manuals and procedures including hardware, LIS, networking and computer support
Create software and hardware installation procedures for use by internal and external engineers
Input to development projects as a customer and service advocate
Input to design and test methods for verification of all service procedures
Actively engage in the Early Response Team process for product introductions to bias product success employing sound project management
Provide guidance and mentoring to associates of junior levels
Ensuring all safety, quality and regulatory requirements are in compliance with standards and agencies for a regulated industry such as: ISO, GMP and FDA
Maintain accurate and timely record keeping within a learning management system (LMS) for all personal training as well as any training delivered
Collaborate with all stakeholders to utilize DBS for ongoing process improvement
Create and execute software test procedures and generate test summary reports
Configure, troubleshoot and diagnose LIS transmission issues
Act as a LIS interface technical consultant for internal development groups, external LIS Vendors
Provide support for new and legacy Hematology and Urinalysis LIS interfaces
Troubleshoot and diagnose computer hardware and software issues including data collection and analysis with internal and external engineers
Understand and be capable of manipulating HTML & XML code
Take a systems approach to instrument issues evaluating implications of both software and hardware on product performance
Create detailed technical documentation defining product theory of operation and technical specifications
Support software testing and roll out as necessary
Develop requirements for Service Diagnostics
Support Remote Diagnostics (PROService RMS) including trigger development, Functional software specification development, testing and release
Design and execute experiments to be used in the isolation of customer reported software issues
Perform other related duties as and when assigned
Exceptional communication (verbal and written)
Strong MS Office skills (Outlook, Word, Excel)
Respond to escalations within 4 business hours and contain escalations within 5 days
Position / Requisition Specific Requirements
A background in software and computer applications
The desire to work with computer and software tools development
An interest in data analytics as applied to failure analysis and corrective actions
Strong skills in the use of Microsoft Excel
A background in Medical Device Support, specifically Hematology

Senior Technical Support Engineer Resume Examples & Samples

Support in the development of target support models, SLAs and OLAs that are fit for purpose and feasible for incident reporting, management and resolution
Help in the definition of service transition processes and procedures and identifying service readiness activities
Support in the definition of service reports and metrics
Triage complex problems, taking corrective action to ensure delivery of campaigns
Participate in troubleshooting and quickly arrive at workable solutions for bugs and other issues
Keep up to date with ongoing Adobe product developments and policy changes
Knowledge of service management tools such as Service Now, JIRA (or a similar logging or workflow management system)
Experience managing services in a multi-supplier environment
Experience of managing external vendor resources
An understanding of IT support processes and procedures
Strong analytical, administration and organisational skills
Strong communication and stakeholder management skills
Be able to resolve conflicts and issues with initiative and creativity
Demonstrable experience in technical support operations or customer service
Technical aptitude and forensic skills to identify and effectively escalate product bugs
Attention to detail with the ability to effectively multitask and work independently
Ability to handle conflict and maintain composure
Experience of working within an agile, iterative and incremental software delivery methodologies is beneficial
Proactive and ‘can-do’ attitude
Strong analytical, problem solving and critical thinking skills
Ability to deliver projects in parallel by effective prioritisation
Ability to get buy-in and resolve conflicts when working with business stakeholders
A positive approach with an emphasis on collaboration and good execution
Excellent oral and written and communication skills
Ability to thrive in a fast moving environment
Preference to have additional languages to English to support with international internal clients

Senior Technical Support Engineer Resume Examples & Samples

Must be experienced in documentation creation, schematic capture (using DxDesigner), circuit analysis, parts list generation, change request incorporation, and PWB layout & routing of 2 sided printed circuit boards (using xPCB Layout)
Candidate will be expected to begin complex design tasks on day one
Excellent interpersonal skills with the ability to interact with co-workers and customers in a team environment
Candidate must be a self-starter and possess the ability to work autonomously while establishing schedule and priority needs
Must be willing to work extended hours and weekends as required
Bachelor’s Degree in Engineering, Business or related field or equivalent combination of related experience and education (each two years of related experience can substitute for one year of education)

Primavera Senior Technical Support Engineer Resume Examples & Samples

Operating Systems, and browser technology
Basic knowledge of SQL and Oracle Databases
Working knowledge of scripting in a Linux environment
Extensive knowledge of current IT concepts, issues, practices, methodologies and trends

Senior Technical Support Engineer Resume Examples & Samples

Expert level knowledge in three or more Oracle Retail Applications (RMS, ReIM, RPM, RSM, Allocation, SIM , RIB, RSB, CO)
Expert in scripting (Shell scripting and Python)
Good level of knowledge in PL/SQL
Good level of knowledge in Oracle Transportation Manager (OTM)
Good level of knowledge with Oracle Application Server and Web Logic
Prior upgrade experience in Oracle Retail Applications
Troubleshooting skills for critical Database, Application, Networking and System administration issues
Oracle Database / application patching, upgrade and configuration

Senior Technical Support Engineer Resume Examples & Samples

We are looking to recruit in our Technical Support environment in Oracle Financials
We have both Junior and Senior positions available, for candidates with functional or technical backgrounds For functional the candidates
Knowledge of accounting principles and general understanding of ERP product(s), particularly the Financials (AM, AP, AR, GL) aspects are essential
Good knowledge of business flow For technical candidates
SQL, PL/SQL, Oracle Reports, XML Publisher, JAVA technology and database experience are essential
System administration, applying patches and performing installation or upgrades experience would be an advantage University degree in IT or Finance or equivalent
Overall knowledge about software technologies, complex software solutions, ERP Systems, Business Engineering
Past experience in desk support for ERPs or Consultancy would be an advantage
Experience in Oracle E-Business Suite in particular Financials would be an advantage
Knwoledge of SQL(any DB) is essential for support engineers
Excellent communication skills is also essential
Written and verbal fluency in English
It is desired: strong customer focus, driven to continuous improvement of our leading edge services and products, good problem solving methodology, driven to achieve results, experience in multi cultural environment would be an advantage

Senior Technical Support Engineer Resume Examples & Samples

Works with end-users and integrators to remotely troubleshoot and provide technical assistance for a moderate volume of complex service issues
Makes outbound follow-up calls to end-users and/or integrators to troubleshoot technical issues that have been escalated. Works closely with team members to ensure follow up and detailed feedback are provided
Assesses nature of problem; Utilize technical expertise, exercise judgment and decision making to perform advanced troubleshooting to work to resolve issue. Works with peers when appropriate to assist in resolving issue
Works with R&D and SQA to assist with problem resolution and/or customer management. Gains understanding of how issue was resolved and applies knowledge to future service inquiries
Follows progress of request; ensures request is resolved in a timely manner and that customer is fully satisfied with resolution
May be involved in customer installations, training, and on-site support
Assists management in analyzing and identifying root cause factors, service issue trends, and areas to streamline existing processes or create new processes where needed
Works with Product House, as required, throughout the GA product release cycle to insure product and organizational readiness
Stages customer configuration and environments in laboratory environment to reproduce, troubleshoot and isolate product or configuration issues

Senior Technical Support Engineer Resume Examples & Samples

Work with little or no supervision to provide advanced complex troubleshooting assistance, problem replication / duplication, and diagnostic support
Lead accounts through complex issue resolution including customer meetings, status reports, and updates
Act as a gateway between the customer and the next level of resources; ensuring issues have met minimal requirements for escalation
Document all customer contacts and activities in CRM
Travel to customer sites to assist in problem diagnostics
Perform after hours cell phone support on a rotating basis
Safeguard Axway and Axway customer data through compliance with Axway policies and the appropriate use of Axway equipment and facilities
Disciplined yet creative approach to problem-solving
Strong curiosity-driven desire to become an expert
Ability to manage multiple work streams while maintaining high level of customer satisfaction
Ability to work effectively in a dynamic highly visible environment

Senior Technical Support Engineer Resume Examples & Samples

Liaise and coordinate with internal Motorola Solutions departments and customers
Take ownership of customers' issues and ensure that customers' expectations are met
Follow Customer Issue Resolution processes
Stay current on new and emerging technologies
Bachelor's Master's degree or equivalent
Excellent verbal and written communications skills in English
Background in Radio Communication systems or experience in a technical customer facing

Senior Technical Support Engineer Resume Examples & Samples

Respond to customer inquiries - via email and telephone
Own and drive the Customer Experience throughout the lifecycle of the Service Request to resolution
Resolve all Technical issues through diligent research, reproduction, and troubleshooting
Participate in testing alpha and beta products and provide feedback to Engineering
Be an advocate for network virtualization, educate GSS on the NSX platform
Troubleshoot and engage with NSX Engineering on customer reported issues, including identifying viable workarounds
CCNP or equivalent certification and/or related work experience
78879BR

Senior Technical Support Engineer Resume Examples & Samples

Routing and escalation of technical issues within the support organization
Participate actively in technical expert teams
Provide significant collaboration and coaching to peers, based on knowledge and expertise

Senior Technical Support Engineer Resume Examples & Samples

Solve complex technical customer issues that have been escalated from the 1st level support
Replication / duplication of product issues reported by customers
Perform diagnostic research and analysis related to product symptoms
Perform complex problem solving, data collection and software upgrades
Document customer information and recurring technical issues to support product quality programs and product development
Bachelor's or Engineer’s Degree in Computer Science, Electrical Engineering or related discipline
Minimum of 5 to 8 years of experience with customer support or application engineering role in a process control environment,
Confirmed experience with distributed control systems (DCS)
Previous background in computer networking, including installations, setup, and troubleshooting
Previous experience in troubleshooting Network and PC operating systems and advanced LAN and WAN concepts
Willingness and flexibility to travel (up to 10 - 15% may be required)

Senior Technical Support Engineer Resume Examples & Samples

Provide prompt and accurate feedback to customers
Document knowledge in the form of knowledge base tech notes and articles
Recommend new and existing solutions, which involve enhancing application/systems functionality, features and defect repair
Install and configure Infoblox products as well as third-party software for support lab testing purposes
Act as mentor for Tier 1 and new Tier 2 Engineers
Coordinate coverage for assigned support cases for planned dates out of office
Complete rotational on-call duty as assigned
Knowledge of network security management, firewalls and security protocols
Experience with mitigation of security threats at firewall level Knowledge of attack patterns and DNS specific attacks
PERL or other programming skills
Certifications: CCNA, Security+, CICA, CIST and/or CISSP
Security clearance a huge plus

Senior Technical Support Engineer Resume Examples & Samples

Provide technical, logistical, training, and product support for the OSG Business development team. These needs are wide-ranging and include
Demos etc to the OEMs
Support of the OEMs in their interaction with their customers
Support of the OEMs in their testing and evaluation of Trimble systems
Coordinate and support the training of the OEMs
Drive coordination of the multiple divisions with the OEM; marketing/marcom/event staff, product management, engineering, training staff, customer/product support, etc
Program management support for OEM Trimble Ready and related programs. There are/will be a large number of these due to growth, and also due to the transition from the current generation of product to the new generation in 2017
Proposal Support. There is often considerable legwork required in generating a proposal or response to an RFP from an OEM, especially in the area of Supplier Evaluation. This position will support Business Development in many of the Boilerplate sections in which the information is available within the Trimble Business Management System and other online systems, or a corresponding department within Trimble corporate or division
Strong domain and industry knowledge (5+ years). 10+ years relevant experience preferred
Bachelor's Degree in engineering discipline or combination of education and relevant experience
Professional manner and bearing with ability to interact at multiple organizational levels from machine operator, service personal, supervisor and manager, IT professional, program manager
Ability to work alone at customer site in a sales/customer support situation
Excellent verbal and writing skills, in English. Additional languages a plus
Demonstrated team effectiveness and ability to collaborate across boundaries to reach appropriate decisions
Proven high accountability, commitment, organization, analytic, and operational execution skills
Ability to travel domestically and internationally, sometimes on short notice. Up to 50%
Located in Westminster office

Senior Technical Support Engineer Resume Examples & Samples

This position has no direct reports however will provide technical leadership to all Technical Support Services team members in regard to agreed specific product area
Providing effective Post-Sales Technical Support of all HPro Enterprise SBU products for all internal and external customers within EMEA
Develop a detailed understanding of a specific product area as agreed with the Manager, Technical Support Services EMEA and provide technical leadership with regard to the support of that product area
Support the HPro Enterprise SBU in achieving the objectives, margins and strategies required by business leaders
Coaches Technical Support Services Team members in order to achieve a better technical understanding of their specialist product area
Provides feedback to the company regarding product feature limitations, failures, faults, or customer concerns that effect sales opportunities
Communicates with customers, resolving complaints, problems, etc., insuring the service quality of the Technical Support Services Team
Communicates with sales staff and company leadership regarding the status of support cases
Ensure that the System Integrators, Distributors and End-Users are fully aware of the product range and its applications and are technically competent on the products
Plan and make visits to assigned System Integrators, Distributors and End-Users, as directed by the Manager, Technical Support Services EMEA. Enact agreed visit plans that ensure timely rectification of product issues. Ensuring that detailed reports of visits are provided
Provide training support to all categories of clients as directed by the Manager, Training EMEA - Enterprise SBU, with particular focus on System Integrators and those who influence purchasing decisions
Motivate and enable our channels to increase sales of the Harman Professional Enterprise SBU product range through utilising appropriate marketing techniques
Assist in the generation of positive PR to support the Company’s reputation as a market leader, either directly, or in co-operation with the relevant customers
Take responsibility for your own Health, Safety and Welfare and that of others - who may be affected by what you do or fail to do - whilst complying with the Company’s Health and Safety Policies and Procedures, and that of any country as applicable
From time to time the job holder will be expected to carry out other activities for which he/she is trained to do in order to assist in the efficient operation of the company
Has a good understanding of audio-visual industry as a whole and the CEG (Consumer Electronics Goods) sector in particular
Independently working with good working ethics and self-discipline
Has a thorough understanding of all AV equipment used within the professional arena and experience of related technologies
Either has proven technical experience within the AV industry or is capable of demonstrating an aptitude for technical support. Technical education coupled a proven track record from a previous service position
Independently working with good working ethics and discipline
Solid commercial understanding
Aggressive with attention to detail
Strong networking and referral building ability

Senior Technical Support Engineer Resume Examples & Samples

Resolve System and Hardware related issues in a timely manner. Issues can be escalated from the field team or directly from our customers and received via phone, email, and the Web
Troubleshoot hardware and software components on a DNA sequencing instrument
Participate as a key member of a diverse group of Technical Support Scientists and Engineers
Contribute to the ongoing development of our product Knowledge Base to capture lessons learned and solutions to cases
Represent the Field and Technical Support groups on Core teams in the development and delivery of new systems, software and chemistry
Collaborate with various in-house groups to develop and deliver training programs for customers and new-hire employees
Must have excellent troubleshooting abilities
Must have ability to clearly document step-by-step instructions for troubleshooting and repair of complex electrical-mechanical systems
Customer-focused individual with the empathy and skills to understand and address customer concerns
Passion for customer service, achieving high customer satisfaction
Must have a “can do” attitude and be comfortable in a fast-paced start-up environment
Must have strong written, verbal and presentation communication skills
Self-starter who is able to work with minimal supervision
Must be an intelligent individual with excellent work ethic, exceptional judgment, and unquestionable integrity
Ability to balance several projects and customers concurrently

Senior Technical Support Engineer Resume Examples & Samples

Planning and configuring SDH network paths for customer traffic for various BT products based on incoming requests
Execution of planned works / changes on own core SDH infrastructure and participation on related projects
Cooperation with Global and In-Country Network Planning teams and TAC teams
Perform relevant infrastructure management documentation / administration in designated tools
Conduct quality checking
Provide training and consultancy as appropriate, mainly for internal departments
Being involved in introducing and implementing new technologies (e.g. Ethernet based solutions)
University / high school degree in engineering - preferably with specialisation to transport networks
Several years of of experience in working with SDH Network is a must
Solid understanding about infrastructure management concepts and tools is a requirement
Vast Knowledge of ALCATEL-LUCENT network devices, solutions, configuration and management (through RM) is essential
Good knowledge of at least oneof the following vendors and relevant network solutions and products

Senior Technical Support Engineer Resume Examples & Samples

Handles escalated inbound and outbound calls to set up, configure and troubleshoot customers’ software or hardware problems
Provide technical assessments and recommendations for customers or products requirements
Escalates known and tested issues to Engineering who will provide solutions through firmware updates
Working with internal trainers & documentation team to help develop and iterate materials
Coordinate the creation of support policies, processes and documentation
Participate in new service releases, master new technologies and products, define troubleshooting steps, and support pilot programs
Create post-mortem and resolution documentation for issues
Participate in case triage meetings to share knowledge with other engineers and develop efficient customer solutions
Able to reach service level requirements set by Management in terms of SLA Adherence (98%) and Pick-up of Medium Enterprise cases (90% within 30 minutes)
Maintain cleanliness and orderliness of personnel and project team work station through good housekeeping practices to ensure a safe, orderly, and comfortable physical work environment
At least 1-2 years experience in a technical support environment
Exceptional research, analytic, presentation and communication (written and verbal) skills
Understanding of service & support operations best practices
Knowledge, Skills and Abilities
Job Complexity and Supervision

Senior Technical Support Engineer Resume Examples & Samples

To install new systems or components
To resolve issues
To implement upgrades
To understand the customers operational requirements in detail
To provide training to customers and partners
System and resolution testing of new releases from R&D
Feedback of customer requirements and issues to marketing and R&D
Support of technology partners
All support administration
Design and implementation of new support programs and services
Systems delivery
A degree or equivalent qualification or experience in a related software, telecoms and/or broadcast technology field
Technically competent all rounder able to quickly understand new technologies and solutions
Experience of satellite, cable or terrestrial broadcast systems, including encoders, multiplexers, and QAM modulators
Ability to lead and work with a wide range of technical and non-technical people
Ability to work under pressure and respond to deadlines
Enthusiastic, self motivated and capable of motivating colleagues
Enjoy a hands-on approach and be prepared to get the job done
Ability to establish “presence” in accounts and trust with key contacts
Proven experience supporting customers with complex network solutions
Good interpersonal skills to work with customers and colleagues
Proven experience of supporting complex systems in at least one of the following areas:-

Senior Technical Support Engineer Resume Examples & Samples

Provide technical support to ARRIS customers, via phone or email, for all ARRIS supported products. Depending on local practice Tier 1 through Tier 3 level support may be required
As a core team member, provide after hours support on a 24x7 call out basis
Field Validation responsibilities for product releases of new software/firmware and hardware
Creation on Service Request for customer calls and PD creation if necessary
Go on-site to support trouble shooting and also may help out other groups in support of trials possibly along with Field Validation projects
Be a point of contact, highly knowledgeable on subject matter for several ARRIS products, processes and/or services for ARRIS customers and ARRIS colleagues (PLM, design, etc.)
3-5 years in Customer Service or similar position requiring one on one interface with customers troubleshooting both software and hardware problems on high tech systems, preferably in the telecom industry

Senior Technical Support Engineer Resume Examples & Samples

Interact with customers to help diagnose issues, as well as research and find solutions to a wide variety of large scope, complex problems, in order to improve customers’ productivity and satisfaction with ANSYS products
Participation in internal corporate initiatives to further enhance the solution suites, sales enablement and professional growth. Actively participate in the development and mentoring of team members
Instruct intermediate and/or advanced training classes on the usage of ANSYS simulation products
A minimum 5 years of experience in an engineering software environment
A minimum of 6 years of experience in use of relevant ANSYS software or other commercial software (can be obtained or partially obtained in a university setting)
Ability to work independently, as well as with others in a diverse team environment
Demonstrated ability to manage multiple projects and to communicate effectively with customers
Demonstrated skills in writing and presenting in fluent English

Senior Technical Support Engineer Resume Examples & Samples

Uses in-depth technical or scientific knowledge and product expertise to resolve product support escalations. May interact directly with customers or provide deep support internally to Field Service Engineers, Remote Engineers, or customer call center personnel
For new products ensures support plan, repair levels, and production support plans are developed and implemented
Bachelors or Masters Degree or University Degree or equivalent in EE Electrical/Electronic Engineering
Requires in-depth knowledge and experience in job and ability to work independently
Familiar with Digital Multi-meters, Power Supplies and application is an added advantage

Senior Technical Support Engineer Resume Examples & Samples

Lubrication and equipment training for sales staff
Trouble shooting and failure analysis
Plant survey for lubrication conversion with condition based monitoring
Lubrication recommendations for new applications
Other duties as may be required to technically support sales
Training experience a plus
Must have good organization ability and good verbal and writing skills
Comfortable with Micro soft – Word, Xcel, Power Point and Sharepoint

Senior Technical Support Engineer Resume Examples & Samples

Provide advanced configuration recommendation and assistance in customer deployments
Recreate reported issues in lab with customer’s configuration and topology
Work with sustaining, development, QA, and hardware engineering teams to investigate and resolve software and hardware defects
Perform verification testing on customer reported defects
Expertise in reading software code to understand the Architecture implementation and use the knowledge in recreating customer issues or providing mitigation workarounds
Analyze data traces and debugs using protocol analyzers to identify anomalies and determine solutions
Ensure customer’s reported issues are resolved to the client's satisfaction in a timely manner
Create solutions and FAQs and drive improvement in software supportability features
Active participant in the customer support center, handling phone and email queues to assist customers with complex technical issues on the product, inclusive of ability to troubleshoot, duplicate and create workaround to achieve high levels of customer satisfaction and success
Work collaboratively with the Support Organization in driving Support team process improvements and initiatives
BS or equivalent experience is desired
Minimum 8-10 Years of Technical Services experience in the networking space
Strong operating and troubleshooting knowledge across both L2 and L3 technologies with expertise in Security, Data center or Service provider areas
Proficiency in working with Test Equipment such as Spirent

Senior Technical Support Engineer Resume Examples & Samples

Provide telephone, e-mail, and remote Teamviewer technical support to end customers, field engineers, and partners for the various components of EFI Fiery Wide Format products and EFI Color Profiler Suite
Develop and maintain detailed technical knowledge of the specifications and operation of EFI Fiery Wide Format products (Fiery XF and Fiery eXpress) used with small to super wide format inkjet products
Lead point of contact for customer support processes, escalations, and technical support communication with Channel Sales partners
Analyze, organize and report the progress of on-going customer issues using EFI products using Salesforce
Interact with all levels of the customer organization from top management to operations level staff
Test, organize and report the progress of on-going customer issues using EFI software products in a production environment

Senior Technical Support Engineer Resume Examples & Samples

Advanced knowledge of diagnostic and analytical equipment, including analyzers required
Understanding of laboratory tests in toxicology, chemistry, hematology, immunology, and microbiology laboratories; receiving, typing, testing, and recording blood bank inventories required
Advanced Windows knowledge, including XP, Vista, Windows 7 and Server grade operating systems
Knowledge of computer operations including but not limited to Windows explorer, services and device manager
Understanding of network concepts and how they work
Proficient in Microsoft Word, Outlook and Excel
Ability to work in a fast paced environment and perform under pressure
High level of organization with the ability to multi-task effectively
Ability to learn and work independently, as well as on a team, with minimal supervision
Exhibit a courteous demeanor, good listening and responding skills
Medical Technician certification required
1 year working as a Medical Technologist required
Call center experience preferred
IT experience preferred

Senior Technical Support Engineer Lead Resume Examples & Samples

Work as a technical resource on engineering bridges on complex issues
8 years of relevant experience and a Bachelor’s degree or its equivalent
6 years’ experience in technical support, engineering, IT, project management or consulting
5 year prior customer-facing experience
Knowledge of common network protocols (TCP/IP, ICMP) and tools
Excellent verbal and written communication skills, ability to disseminate information in a clear and correct manner to both business and technical audiences

Senior Technical Support Engineer Resume Examples & Samples

Provide technical assistance to Citrix customers over phone and email
Develops a deep technical understanding in a core Citrix hardware product line
Understand basic operating system/foundational technology principles related to Citrix hardware products
Builds frequently replicated customer environments to troubleshoot technical issues
Demonstrates a professional and personable customer service attitude
Self-prioritize the majority of work items based on Customer requirements and proactively seeks guidance from senior team members and management
Load Balancers (e.g. Citrix NetScaler, Foundry ServerIron, Alteon, F5 BigIp, Cisco CSS)
Knowledge of Security technologies (e.g. SSL/TLS, VPNs, Firewall, IDS/IPS)
A solid understanding of WAN and LAN switching and routing, ARP, TCP, IP, HTTP, SMTP, DNS and other related internet protocols
A strong working knowledge of the TCP/IP protocol stack
Knowledge of Layer 4-7 load balancing and SSL acceleration technologies
Shows the ability and willingness to take ownership of hot and/or more political cases escalated from less senior engineers
Consistently demonstrates drive to learn using self-paced training material
Is able to complete all applicable entry to intermediate level relevant Citrix courses

Senior Technical Support Engineer Resume Examples & Samples

Publishes articles on complex technical support issues in Citrix's online knowledgebase, and reviews others' articles
Act as mentor and point of contact for less senior members of the team
Some weekend and shift rotation may be required
Strong logical/critical thinking and problem resolution skills
Proven ability to work on multiple complex issues and prioritize work according to business processes
Strong communication and ability to handle high profile customers with critical issues
Willingness and ability to obtain advanced Citrix Certification within 1 year of service
Strong understanding of common Protocols (such as TCP/IP, HTTP, SSL, NAT, DHCP, DNS, etc.)
Working knowledge of Networking (Routing, Switching, Web App Firewalls, Load balancing, VPN, etc.)
Working knowledge of Authentication Protocols (LDAP, Kerberos, Radius, SAML, etc)
Familiarity with Debugging tools such as Netmon, TCPDump, Wireshark, Fiddler, etc
Familiarity with Windows Server Administration (Active Directory, Exchange, Sharepoint, etc) is a plus
Must have at least 1 year experience with products and technologies in an Enterprise environment
Demonstrate ability to work both independently and well with others
CCNA/Network+ or equivalent Networking/Security certificate is a strong plus

Senior Technical Support Engineer Resume Examples & Samples

Permanently eligible to work in the US
Bachelor of Science in Electronics, Electrical Engineering or Computer Science or related discipline
Five or more years of experience in at least two of the following areas
Troubleshooting application and or design of industrial automation systems
Industrial communication networks (DeviceNet, ControlNet, DH+, DH485)
Ethernet network infrastructure
Troubleshooting Microsoft Operating systems
Five or more years’ experience designing, starting up, and/or troubleshooting industrial automation systems

Senior Technical Support Engineer Resume Examples & Samples

Provide technical support to ARRIS customers, via phone or email, for ARRIS supported products. Depending on local practice, Tier 1 through Tier 3 level of support may be required
As a core team member, provide afterhours support on a call out basis approximately once every 4-5 weeks
Utilize service request and solutions tools to record customer reported issues and track progress through issue resolution
Creation of Service Request for customer calls and Product Defect report creation if necessary
Become point of contact/subject matter expert for several ARRIS products, processes, and/or services for ARRIS customers and ARRIS colleagues (PLM, sales, marketing, engineering)
BS Degree in Engineering or Computer Science; or equivalent experience
5 + years in a technical support environment troubleshooting product and customer issues
2 plus years working in a Linux environment
Problem solving, Troubleshooting, Excellent written and verbal communications
Initiative, High Energy, and Self-Motivation

Senior Technical Support Engineer Resume Examples & Samples

Advanced database skills (DB2, Oracle, Sybase, Informix, MS SQL Server)
Candidate should have strong SQL skills and ability to understand complex SQL statements. Database administration and data modeling experience would be a plus
Knowledge of operating systems (WINDOWS, UNIX/LINUX)
Hands on Unix/Linux shell commands to configure servers, track memory & disk usage, file management and permissions is required
Hands on experience in Weblogic Application server administration and deployment of web applications on Weblogic is required
Experience in supporting client/server and Web based applications
Hands-on experience with HTML, Java-Script
Knowledge of dimensional data model (cubes, star schemas) and dimensional databases (Essbase, Oracle OLAP) and data warehouse is a plus
Experience with browser technologies (products, plug-ins) on different platforms CGI, MS-IIS knowledge or experience
Experience with security/authentication systems like SSO/LDAP (SiteMinder, Oracle Identity Manger, Oracle OID, Microsoft AD) preferred
Experience on Oracle Applications or Enterprise (Peoplesoft) or Enterprise One (JD Edwards)
Previous technical support experience an advantage
Strong customer service skills and an eagerness to excel along with trouble-shooting skills and tenacity in problem solving
Attention to detail and the ability to learn quickly
Advanced knowledge and working experience of Oracle Business Intelligence product(s) is a plus
Analytic tools background experience (reporting tools)
WebLogic experience
Database experience

Senior Technical Support Engineer Resume Examples & Samples

5+ years' experience providing technical support to end user customers for storage related products including advanced administration issues such as snapshots and replication
Outstanding problem solving skills with good technical knowledge of storage systems and TCP/IP; Inter-Networking in a Linux and/or Windows environment
Should be comfortable filing bugs and working with engineering to articulate problem scenarios for reproducing issues
Ability to read backtraces and isolate potential problem areas at varying levels of depth and complexity is a plus
Experience with applications like Oracle, Exchange, SQL Server, Veam, Backup Exec, and Commvault is a plus
Experience with VMWare, Cisco UCS, ISCSI, Xenserver, HyperV, Open Stack and Fibre Channel is a plus
Scripting / Programming knowledge (with a focus on support automation) and time-saving utilities is a plus

Senior Technical Support Engineer Resume Examples & Samples

Provide the technical support in multichannel – Telephone, Live Chat & email, work with the regional Tech Support team to meet the service KPI in all of channels
Offer the product solutions to internal & external customers based on their requirement such as functions, product description, parameters, pictures or physic goods
Promote SBP product and services to customers, work with embedded specialist and sales to win software tools, Evaluation board, SBC, design and manufacturing services business
Promote the associated products per customer design requirements , assist sales to dig out the potential business opportunities with his/her product knowledge and system knowledge, increase average sales amount per order
Recognize high value sales opportunities and work with key stakeholders to help close them out
Develop the product and technology knowledge, maintain awareness of current technology and latest products
Provide product and technology training to peers or sales in his/her expertise areas

Senior Technical Support Engineer Resume Examples & Samples

Demonstrated ability to troubleshoot difficult technical issues
Good experience in one (or more) scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Shell)
Good experience with relational databases (e.g. MySQL, Oracle)
Basic experience administering: Linux/Unix OR Microsoft Server
Good experience writing or debugging Object Oriented code (Java preferred, other relevant technologies ok)
Ability to understand and communicate complex technical systems
Proven ability to maintain a professional demeanor when handling complex user issues
A fundamental understanding of ITSM, ITIL, or CMDB
The ideal candidate is a university graduate and has at least 3-5 years of relevant experience

Senior Technical Support Engineer Resume Examples & Samples

Experience writing and debugging JavaScript Code
Working knowledge of object oriented programming
Conceptual knowledge on RDBMS
Working knowledge of Web Technologies (Apache, Tomcat, HTML, XML, JSON)
One or more of: PowerShell, WMI, SFTP, JMS, SSH, JDBC, Web Services
Familiarity with VMware, AWS, Azure, Event Management Systems
3+ years of work experience in a customer-facing support role
Demonstrated experience understanding and troubleshooting solutions in a complex technical environment
Ability to multi-task in a fast-paced high performance environment collaborating with multiple teams
Proven ability to maintain a professional demeanor and customer focus when handling complex issues

Senior Technical Support Engineer Resume Examples & Samples

Ability to analyse application logs and configuration files
Comprehensive knowledge of a relational databases (MySQL preferred), i.e. indexing, replication, monitoring
Excellent knowledge of Linux/Unix operating systems and proficiency on the command line
Proven ability to maintain a professional demeanour when handling complex user issues
Ability to analyse Java thread and heap dumps
Familiarity with using IDEs e.g. Eclipse, SourceTree, Git
Experience diagnosing performance degradation of a web application (Java preferred)
Exposure to Tomcat container/webserver
TCP/IP, Networking knowledge
The ideal candidate is a college graduate or has 5 years of relevant experience

Senior Technical Support Engineer Resume Examples & Samples

Ability to work with high-value customer administrators and developers
Experience in one (or more) scripting languages: Python, Perl, Unix Shell, Windows Shell)
Demonstrated proficiency with the following Technical Skills

Senior Technical Support Engineer Resume Examples & Samples

Must have experience installing, implementing, or maintaining one (or more) of the following
Data Extraction Technologies (e.g. JDBC, ODBC)
Any bi-directional, automated integration between two systems
Experience with relational databases (e.g. MySQL, Oracle)
Experience administering: Linux/Unix OR Microsoft Server
Advanced MySQL or Oracle experience
Experience diagnosing performance degradation
Understanding of remote administration via SSH, SNMP, WMI, Powershell

Senior Technical Support Engineer Resume Examples & Samples

Solid understanding of object-oriented programming and experience with JavaScript and Java
Demonstrated ability to perform code analysis
Demonstrated networking knowledge and skills
Windows and Linux System OS experience
Experience with remote administration via SSH, SNMP, WMI, Powershell
Good understanding of database concepts
Demonstrated ability to troubleshoot the difficult technical issues
2-4 years’ experience in Technical Support
Basic understanding of ITSM, CMDB and ITIL business process
Experience working with JavaScript
Working knowledge of VMWare, Azure and AWS

Senior Technical Support Engineer Resume Examples & Samples

Demonstrated ability to troubleshoot the most difficult technical issues
Linux and/or UNIX experience
Understanding of basic networking and system administration
Experience with troubleshooting tools: Wireshark, traceroute

Senior Technical Support Engineer Resume Examples & Samples

Demonstrated ability to troubleshoot difficult technical issues while keeping a professional demeanour
Experience in one (or more) of the following; Email Infrastructure (POP3/IMAP, SMTP), Authentication & Authorisation Technologies (LDAP, SAML), Web Services (SOAP, REST), Data Extraction Technologies (JDBC, ODBC), Networking (HTTP, TCP/IP)
Experience writing or debugging Object Oriented code (Java preferred)
Experience with relational databases (MySQL, Oracle)
Has a Bachelor’s degree or better in Computer Science or related Engineering discipline
Advanced Unix/Linux experience
Experience working with cloud based software like Microsoft Azure, Amazon Web Services, Google Cloud Platform, Okta
Professional level fluency to read, write and speak a European language as a second language is desired

Senior Technical Support Engineer IT Operations Management Resume Examples & Samples

Scripting: Experience with script debugging, preferably JavaScript
Linux Systems: Ability to navigate and review logs in Linux systems using the command-line
Cloud, Automation & Virtualisation: Working knowledge of one or more of the following:- Microsoft Azure, SCCM, Hyper-V, Powershell, Amazon Web Services, VMWare, OpenStack, Puppet, Chef, and/or Ansible
Database: Conceptual or working knowledge of databases, preferably mySQL
Networking: Understanding of networking concepts and integration technologies
Monitoring Tools: Prior exposure to Event Monitoring Systems or Tools such as: Netcool, SCOM, NAGIOS, Hyperic, and/or SolarWinds
Previous experience in a customer facing support role
Demonstrated experience understanding and troubleshooting solutions in a complex technical environment
Ability to multi-task in a timely manner whilst collaborating with multiple teams
Proven ability to maintain a professional demeanour and customer focus when handling complex user issues

Senior Technical Support Engineer Resume Examples & Samples

Demonstrated ability to troubleshoot technical issues
AngularJS framework knowledge
Must have basic object oriented programming skills (Java strongly preferred)
Excellent written and verbal communication skills with the ability to clearly articulate solutions to technical problems
Working understanding of JavaScript

Senior Technical Support Engineer Resume Examples & Samples

Experience debugging JavaScript code or any object-oriented scripting language
Working knowledge of CSS, Stylesheets, HTML & HTML5
Understanding of one or more of: Bootstrap, AngularJS, JQuery, AJAX, Regex
Front-end development or support of mobile and device interfaces
Setup and configuration of a cloud-based platform such as ServiceNow, BMC Remedy, Salesforce or JIRA is beneficial
Previous experience in a customer-facing support role
Ability to multi-task in a fast-paced high performance environment whilst collaborating with multiple teams
Proven ability to maintain a professional demeanor and customer focus when handling complex user issues

Senior Technical Support Engineer Resume Examples & Samples

Communicating with corporate customers via telephone, email, or other media as applicable regarding technically complex problems identified in SumTotal’s software products, and maintaining effective customer relations
Ability to grow and work in a team
Graduation in Engineering / Sciences or a Post graduate degree in Computer Sciences
Background in application support & SAAS environment is advantageous

Senior Technical Support Engineer Resume Examples & Samples

Networking domain knowledge including TCP/IP protocols
Experience resolving system crashes and hardware related issues
Understanding of Storage Hardware Architecture (Partitioning / RAID)
Excellent knowledge of Operating Systems including (Windows 2012, 2008, Windows 8+ / Linux, UNIX)
Experience Troubleshooting 3rd party application integration
Experience with File System Architecture (FAT, EXT2/3, UFS)
Experience with Windows and Linux Networking and performance troubleshooting
Excellent understanding of Network Attached Storage (NAS) including protocols (CIFS, NFS, SMB)
Hands-on experience in VMware NSX 6.2 and/or Cisco ACI
Good understanding of VMware vDS and/or Nexus 1000v
Hand-on experience configuring and managing Cisco Nexus ,5000 series and 9000 series devices
Configure, manage and troubleshoot Dell EMC storage solutions such as VNX, VMAX, Unity and XtremIO
Configure, manage and troubleshoot Cisco UCS hardware – Blade Server, Fabric Interconnect and extenders

Senior Technical Support Engineer Resume Examples & Samples

Utilizing preliminary sketches, diagrams, and other information to generate 3-D design models and/or conceptual layouts
Executing the detail design and leading the completion of the documentation for unique mechanical subsystems
Identifying design errors, omissions, and other deficiencies, and recommending revisions and/or improvements in design layout to responsible team leads, engineers or designers
Experience with mechanical design applications and fabrication processes
Microsoft Office tools, Lotus Notes, CADDS V (CV), and experience with Windchill 10.0 PDMlink or equivalent configuration management system
Ability to obtain a Secret Security Clearance; pre-existing secret clearance is ideal

Senior Technical Support Engineer Ellipse Resume Examples & Samples

Understand, troubleshoot, analyse, and resolve software issues reported to GCC by clients and/or ABB implementation staff
Apply and utilize knowledge gained from industry/product expertise and technical understanding to quickly identify issues and render solutions
Provide an outstanding customer experience at all times – live & breathe client satisfaction
Assists with installation, setup, configuration, and troubleshooting of 3rd party software products
Ensure that customer inquiries/concerns are resolved in a timely manner
Case handling
Knowledge of one or multiple of the following technologies would be advantageous

Senior Technical Support Engineer Resume Examples & Samples

Registration of incidents, received by web, e-mail and phone, in CRM system
Classification of incidents
Contribution of solutions to Knowledge Base
Replication and logging of reported bugs in CRM system
Customer Care
Participation in Customer/Partner events
Scheduled Shifts to work over public holidays/weekends
Case Reviews for Jnr TSE’s and other TSE’s
Excellent communications skills - written and spoken
Troubleshooting/Problem Solving
Customer Service/Customer Satisfaction
LI-MP

Senior Technical Support Engineer Resume Examples & Samples

Achieves and maintains targeted call statistics such as number of calls answered, number of cases closed orissues resolved, along with other established goals
Publishes articles on moderately complex technical support issues in Citrix's online knowledgebase, and reviews others' articles
May participate to weekend follow the fun coverage and occasionally conduct onsite mission

Senior Technical Support Engineer Resume Examples & Samples

Document action plan and progress in case tracking systems
Create new internal or external knowledgebase articles/documentation to capture new learning’s for reuse
Provide onsite support at customer locations (if required)
Reduce/deflect Support Request volume through education and proactive engagement with customers
Develop strong relationship with customer and engineering teams
8+ years of experience in Customer Support and/or QA

Senior Technical Support Engineer Resume Examples & Samples

Excellent client/ customer management skills
Bachelors or higher in Computer Information Systems or equivalent experience in a related field
Strong experience working with dynamic HTML components: AJAX, JavaScript, CSS, XML, HTML, XHTML
Strong experience with JavaScript and AngularJS
Strong experience working in Java or similar backend programming language
Experience and understanding of Object Oriented Design
Familiarity with Linux, UNIX or other OS
Excellent written and verbal communication skills in English - with the ability to clearly articulate solutions to complex technical problems
Excellent time management skill
Experience troubleshooting and optimizing web application performance
Experience developing web applications

Senior Technical Support Engineer Resume Examples & Samples

Provide technical engineering support, as part of our Technical Support Center, in order to resolve customer issues by performing diagnostics, performance optimization, security incident analysis, solution/partner recommendations, and product knowledge transfer
Work with customer account teams to ensure total customer satisfaction by representing our customers’ needs and requirements to product management and engineering
Build software tools and training materials to assist our customers in expanding their deployment and knowledge base
Interface with customers on an on-going basis to identify problems and communicate progress and resolution while maintaining a high sense of urgency and timely escalation
Function as a key contributor to the knowledge management system
This position involves working with our customers, including some of the world’s top network and security experts. It also requires work with other support teams worldwide for handing off cases and working with Level 3 Development Support teams
Linux or UNIX Systems Administration
Bachelor’s Degree Software/Engineering
Experience in Network Administration
Fluency in an additional language
Previous experience supporting the QRadar Suite of Products

Senior Technical Support Engineer Resume Examples & Samples

Experience with ESXi Server, vCenter Server and/or other VMware products
Knowledge of remote storage mirroring (EMC MirrorView or SRDF)
Experience with data recovery
80603BR

Senior Technical Support Engineer Resume Examples & Samples

Works independently to perform advanced problem analysis and isolate problems of high complexity
Publishes articles on complex technical support issues in Citrix's online knowledge base, reviews others' articles, and contributes on internal forums and distribution lists
Participates in and contributes to team/department projects
Demonstrates deep technical understanding in multiple core Citrix product lines and foundational technologies. Understands the technical interrelationships between the entire Citrix Delivery Center
Ability to work across team to find most appropriate solutions for Citrix customers
Proven track of identifying and developing enhancements to Support process and methodology
Must Identify and develop new innovate ways to better service our customers
Proven track record of handling successfully difficult situations

Senior Technical Support Engineer Resume Examples & Samples

Six (6) years of experience with Naval Combat Systems working with in-service configurations and/or related military services
Experience with software development in Radar, Command & Control or Mobile sensors (JLENS, DBR, Zumwalt, Aegis, etc.)
Experience on technical and DoD software development programs using C, C++, Java
Experience with one or more of the following platforms/operating systems: Cisco, IBM BladeCenter, Linux
Active Secret clearance or the ability to obtain interim within 30 days from date of hire
Experience writing and mitigating System Trouble Reports
Experience with large scale Ship Integration and Test practices
Knowledge of US Navy preventive and corrective maintenance procedures and proficiency in reading technical documents
Knowledge of Phased Array Radar/Signal Processor testing procedures
Excellent communication and prepare technical reports, planning and scheduling, and analytical

Senior Technical Support Engineer Resume Examples & Samples

Respond to and resolve database access and performance issues
Monitor database system details within the database and report performance issues to SME groups
Monitor physical data storage for database systems
Assist in the installation and support of database servers, clients and application development programs
Day to day database maintenance tasks (monitoring, backups, space management, resource utilization, etc.)
Assist in the testing of new releases and features for application, O/S and database upgrade
Troubleshoot application level performance and Optimize database/ application performance
Manages problems, issues, service tickets and change management requests
Work closely with infrastructure staff to assist with successful installation, upgrades, and patches
Interaction with client-side developers and QA is required
Provide on-call support during non-business hours
Assist in enforcing policies and procedures pertaining to database security, maintenance, and use
Assist Upgrading database versions, apply patches and validate/ test applications
Individually troubleshoot application level performance and Optimize database/ application performance
Needs to interact with Customers over the phone
Monitoring and support of .NET applications
Administration of active directory domain services for multiple customers
Experience in Microsoft SQL Server management
Knowledge in supporting Clustered Servers and databases
Basic IT security experience using Microsoft’s WSUS for patch management and Symantec Endpoint Manager for antivirus
Demonstrated experience working with networking skills, including understanding of OSI model, TCP/IP, routing and configuration and WAN
Experience configuring Network Trace Tools and reading output Logs-Management of Windows 2003/2008 in Enterprise environments
Ability to troubleshoot virtual environments is a plus
Requires Bachelor’s Degree or Associates and 5 years of progressive experience within technical service role or equivalent (defined as High School Diploma/GED and 10 years progressive experience within technical service role
Experience in understanding complex performance issues and working with DBA’s to suggest valuable ways to fix a problem
5 years’ experience in a technical service role: software, hardware, networks, databases, and/or desktops
Desirable certification

Senior Technical Support Engineer Resume Examples & Samples

Operate as the second level support specialist for the software deployed specifically for the customer
Provide analysis and support of enterprise multi-tiered suite of software and data sources, operating in a mission critical environment relied upon by a large number of end users
Provide information on documented problems, resolving technical issues and providing route cause analysis on the more complex issues handled to avoid a recurrence of the issue
Proactively analyse the operating environment to ensure it is working at its peak potential and to avoid issues from occurring rather than correcting them after the event
Work as part of a rotation of support engineers operating on a 24x7 basis, supporting the environment onsite during business hours and remotely outside of normal business hours in an on-call capacity
Appropriately set and manage expectations, including escalation activities and communications, for both customer and internal stakeholders
Actively manage customer expectations in relation to support work taking place and planned work, under the guidance of the Technical Support Account Manager
Remain current on all software releases through formal training and self-training opportunities
Routinely facilitate the timely solution for complex technical and business problems in accordance with documented SLAs on responsiveness
Accurately document and specify information in the incident tracking system relied upon by other parts of the organisation to enable assistance and/or software patch creation
Understand how to accurately diagnose issues through the use of system logs, traces and applying problem solving methodologies
Routinely utilises knowledge of SAS platform architectures and knowledge of complex interactions between multiple SAS system components and third party products to troubleshoot diagnose and resolve system problems
General knowledge of the SAS products deployed and the data architecture and source systems being utilised
Understand the business imperatives of the users of the software deployed in order to effectively prioritise the time spent without constant supervision and guidance
Be aware of the scope of work surrounding the support engagement to know where to most effectively apply effort
Define, create and maintain the required IP and artefacts to enable the ongoing support the implemented solutions at the nominated client
Be aware of upcoming software releases and ensure readiness to handle the new requirements contained within the new software being deployed
Five years of experience in the technical implementation of software systems or software development, and understand the requirements to support a mission critical software implementation. Two years of direct customer experience operating within the customer’s environment
Must be an Australian Resident / Citizen as this role requires a Victorian Government security clearance
Ability to be involved in multiple, high-priority, high-impact issues or escalations concurrently and adapt to changing priorities and resource allocation
Ability to accurately document findings and provide updates to all relevant stakeholders both internal and external

Senior Technical Support Engineer Resume Examples & Samples

4+ years of experience with CMM programming using PC-DMIS and CNC programming using Pro/e (Pro/Engineer)
Experience creating process documentation for use on the manufacturing floor
Experience interpreting technical drawings
Experience interpreting Geometric Dimensioning and Tolerancing requirements on technical drawings
Prior metal fabrication experience
Must be customer focused and close out projects completely
Strong supporter of personnel and product safety
Must be self-motivated
Ability to communicate and interact with a broad spectrum of individuals including represented employees, design teams, customer teams as well as Value Stream management team
Proficiency using Microsoft Office Suite (Word/Excel/Access/Project)
Experience applying Six Sigma principles and techniques
Demonstrated problem solving capabilities
Experience in the development and implementation of SPC techniques

Senior Technical Support Engineer Resume Examples & Samples

Provide level 2 technical support to our USA customers
Take ownership of customer’s issues and ensure that customers’ expectations are met
From time to time, international travel will be required

Senior Technical Support Engineer Resume Examples & Samples

Troubleshooting, diagnosing and resolving technical customer issues associated with Arbor Networks’ equipment remote or onsite at the customer premises
Replicating and testing customer configurations in a lab environment,
Maintaining and managing customer network monitoring systems,
Recreating, tracking, and verifying software defects in the field or under lab conditions reported by customers,
Providing informal and/or formal training on Arbor products to the customer’s staff
Interfacing with other technical support personnel, engineering and product management to escalate and resolve issues
Tuning and Optimizing the Arbor installation for the customers environment
Assisting with security attack mitigations (pre-attack prep, during-attack assistance, post-attack reviews)
Creating and Testing Method Operating Procedures (MOPs) prior to customer maintenance activities on Arbor equipment
Performing, as required, on-site upgrade activities or investigations of reported problems,
Providing feedback from customers to product management and engineering teams via appropriate systems
Maintaining on-call phone availability for critical escalations for your customer
Generating Arbor customer-specific technical documentation, as needed
Bachelors Degree in CS/EE and/or 6+ years experience in technical support functions with very strong fundamental understanding of telecom network and routing environments
Advanced networking skills required (TCP/IP, and BGP Routing), and Netflow experience and understanding desired
Strong network security skills required, Knowledge of DDoS and mitigation techniques
Knowledge of network test equipment (IXIA, Spirent) and network management tools (SNMP, MRTG…Etc), and
Intermediate to advanced knowledge of Linux and/or Solaris Operating System, and scripting
Ability to work in a self-sufficient manner, involving other parties where necessary
Outstanding customer service and communications skills,
On call phone availability,
Some travel (between 30% - 50%) required – to customer sites and corporate
Strong Interpersonal, Teamwork, process development, and network troubleshooting skills
Ability to Fluently Speak English is required, any other language is a benefit

100

Senior Technical Support Engineer Resume Examples & Samples

Demonstrates deep understanding in Software products or Network Appliance, and foundational technologies
Obtains basic major vendor third party certifications.（MCSE, CCNP, etc.）
Ability to work on multiple issues and prioritize work accordingly to business processes
Ability to Good enough knowledge and interest of PC/Server & Networking technology, Communication Protocols, common programming languages and Debugging tools
Minimum in 3 years Development, Technical Support or Consulting work experience in IT software (on MS Windows or Linux platform) or Network appliance business
Strong Korean Language Skills
Strong Linux Skills
Moderate English read/write/speaking skill
Strong Windows platform knowledge
Strong Storage and Network skills is a strong plus
LI-DJ1, Nanjing, CH

101

Senior Technical Support Engineer Resume Examples & Samples

Conducting both classroom conduct and hands-on training
Using strong interpersonal and problem solving skills in interfacing with engineering and the customer
Strong interpersonal, problem solving and time management skills
Familiarity with LAN/WAN, MCSE, CCNA/CCNE, encryption, Cisco routers, and switches
Familiar with Snort/Wireshark applications
Experience with UNIX, LINUX, Windows, JAVA, and C++, Python, Java
Ability to maintain a DoD Secret Clearance
Experience in Hardware Maintenance and System Administration in an Air Defense environment
Working experience with hardware and software applications associated with Air Defense systems
Familiarity with earned value management system
Working knowledge of Microsoft applications such as Word, Power Point, and Excel. Experience with Broadvision’s QuickSilver would be helpful (QuickSilver is a template-based authoring/publishing environment for large, complex documents)

102

Senior Technical Support Engineer Resume Examples & Samples

Troubleshoot incoming customer problems through email and/or phone conversations
Work with existing support team and developers to provide resolution to customer issues
Research and respond to customer requests and provide detailed explanations to address questions and concerns from some of the worlds brightest developers and software architects
Support the release process of new versions of Synopsys products
BS/BA degree in Computer Science or equivalent work experience
Minimum 3-5 years’ experience in technical support and/or C/C++ programming with expert support skills
Experience with variety of industry hardware platforms, operating systems (Linux/Unix, Windows, etc.)
Experience in multiple compiler environments gives you top priority in our hiring queue!
Extensive technical expertise; the ability to solve problems and determine the root cause of issues
Ability to work in a small, fast-paced environment. Strong work ethic
Ability to use and train others on the use of development tools, software, and advanced troubleshooting procedures. Must be able to tailor content to meet the needs of the client
Ability to troubleshoot technical problems and demonstrate problem solving and resourcefulness in obtaining information
Smart, creative, energetic, conscientious, and enthusiastic persona
Enjoy fast-paced, energetic environment. Entrepreneurial and results-oriented
Team player with a customer-focused attitude

103

Senior Technical Support Engineer Resume Examples & Samples

Have professional programming experience with ASP.NET Web Forms/ MVC, LINQ, JavaScript, Angular JS
Embrace the opportunity to learn new technologies and constantly improve your technical skills
Be a great problem solver, have the ability to dig deeply into an issue and apply your skills to effectively develop, troubleshoot and communicate the solution with customers
Be fluent in English. Feel comfortable leading technical conversations with customers

104

Senior Technical Support Engineer Resume Examples & Samples

Ability to solve problems in cooperation with customers
Ability to leverage critical thinking skills to solve complex technical challenges
Ability to provide technical training in either formal or informal setting
Influential presentation skills
Objectivity when analyzing situations
Ability to manage and prioritize multiple tasks
Ability to work in a multidisciplinary team environment
Adhere to all quality and regulatory requirements
Experience in diagnostics industry utilizing automated instrumentation
Understands complex technical and non-technical documentation
Understands basic quality control and statistical principles
Familiarity with Microsoft applications, including but not limited to Word and Excel
Ability to travel globally as needed
Fluent in English and Chinese

105

Senior Technical Support Engineer Resume Examples & Samples

Resolve technical issues of the Genesys Voice Self Service product suite for Genesys Customers and Partners around the world
Research reported issues to find resolution through log analysis, problem replication, knowledgebase searches, and peer collaboration
Understand how the issue impacts the Genesys solution and request appropriate information to resolve it
Log and Track issues within our CRM solution including research, customer communication, and updates as the problems are being worked
Maintain ownership of customer reported issues until resolved
Close issues with a concise written resolution and root cause analysis when confirmed by customer
Contribute to the public Genesys knowledgebase
Shift work and after-hours on-call coverage required
Provide expert analysis and on site hands customer care as required
Provide mentorship of less senior team members both in process and in resolving complex technical issues
Experience with the following technologies

106

Senior Technical Support Engineer Resume Examples & Samples

Dealing with Enterprise level customer support issues primarily over the telephone on a daily basis
Working as part of a global support team during EMEA hours, in coordination with support centres in other geographic locations operating 24x7 support
Documentation of case progress and communications to a high standard using a call tracking system
Providing customer feedback on their issues as they are progressed
Ensuring high customer satisfaction by providing a professional service and swift resolution to all customer issues
Weekend work on a rotation basis, for which days in lieu/remuneration is offered, after a significant period of training and development (6 months)
Fluency in English and Italian, both verbal and written communication skills is mandatory/required
Additional fluency in French or German language would be desirable but not essential
A strong telephone presence, with regular communications to keep customers updated about their support cases
Excellent customer service skills and a team focus on collaboration and knowledge sharing
Understanding of Microsoft Windows and other Operating Systems (eg Unix, Linux, Solaris) environments is required
Fundamental knowledge of storage technologies (Tape device, SCSI, SAN, iSCSI, etc.)
Fundamental knowledge of networking technologies
Fundamental knowledge of Server applications (SQLServer, Exchange, SharePoint, Oracle, Domino, etc ) is desirable
System Administration Microsoft Windows/UNIX/Linux administration
Strong experience in technical support environment is preferred. Any exposure or experience of having worked with Italian customers is highly desirable
Success factors include: Strong Communication, customer focus, influence and persuasion, commitment to task, policies/processes/procedures and team work

107

Senior Technical Support Engineer Resume Examples & Samples

Performs problem analysis and isolates problems of minimal to moderate complexity, with general instruction and oversight from team leads and/or management
Publishes articles on relatively straightforward technical support issues in Citrix's online knowledgebase
Documents cases, recommendations, and resolutions clearly in the CRM system
Ability to understand technical issues and apply technical concepts
Strong written and verbal communication skills, as well as listening skills
Ability to receive and utilize constructive feedback
The individual must have at least some experience with Citrix products and technologies in an Enterprise environment
Must possess a working knowledge of IBM PC compatible technology

108

Senior Technical Support Engineer Resume Examples & Samples

Skills in using industry standard tools and techniques
Exceptional communication skills with the ability to provide advice to both technically aware and non-technically aware customers
Experience in troubleshooting performance issues (collect and analyze dumps, SQL querying and tuning)
Any of the following abilities will be considered advantageous: understanding Database structure, components and terminology; Groovy Scripting or Javascript; SOAP/REST webservices; OBIEE; Java JSE/J2EE; Oracle ADF; Oracle SOA
Well-developed troubleshooting skills in the area of functional and technical CRM application environments
Ability to analyze details and synthetize the “big picture”, frequently working with incomplete or ambiguous data
Ability to troubleshoot performance issues at both database and application level
> log reading and analyzing
> SQL querying
> SQL tuning
> Database structure, components and terminology
> Groovy Scripting and/or Javascript
> SOAP/REST Webservice models
> Working with/developing Oracle Business Intelligence (OBIEE) reports
Detailed functional knowledge of one or more products/modules, preferable related to Customer Relationship Management (CRM)
Proven experience in the following areas is considered a plus
Oracle Application Development Framework (ADF)
Oracle Service-Oriented Architecture (SOA) Suite
Java JSE/J2EE
XML/HTML/CSS
Oracle Enterprise Manager (EM)
Debugging software or database-related performance issues
Troubleshooting in SaaS/Cloud environments

109

Senior Technical Support Engineer Drilling Services Resume Examples & Samples

Provides support for the product line(s), technical selling, key field product applications, well prognosis, and/or completion product performance
Investigates unusual or unsatisfactory product performance to determine root cause and preventative action. Completes advanced product line training - (Field Service Personnel not included)
Handles special projects, as assigned
Bachelor's Degree in Engineering. 1+ years related experience
Proficient knowledge of product line and proper application of tools
Proficient in use of computer based programs related to application of products

110

Senior Technical Support Engineer Resume Examples & Samples

Employee should have a minimum of a college undergraduate degree in Mechanical Engineering, strongly preferred; other mechanically oriented engineering or petroleum disciplines will be considered based on experience
Employee should have a minimum of 10 years general Engineering or 7 years Drilling and Tubular experience
Employee should have a strong understanding of all drill string products, drill stem specifications (API Spec 7-1, 7-2, 7G, 5DP, and corresponding ISO specifications), and the drilling process. Specific knowledge of Grant Prideco or similar proprietary drilling products is advantageous
Employee should possess visionary and process thinking skills – able to analyze the market needs, identify new products to meet those needs, construct a plan to develop that product and clearly define the objectives and goals of the development project
Employee should have the ability to interact with various people/departments and effectively lead a diverse team toward project objectives/goals
Employee should be able to communicate effectively with external customers, other employees and upper level management. Proficiency in written, verbal and presentation skills is required
Employee should have computer skills to include office application software and exposure to various drill string and well modeling software
Employee must be able to work with information very confidential in nature
Employee should have a willingness to travel on short trips domestically and internationally
Rig experience is helpful, but not required

111

Senior Technical Support Engineer Resume Examples & Samples

Master Verizon’s Smart Kiosk product
Become intimate with the software, hardware and network architecture of this product and how each component can be supported and troubleshot
Be embedded with the design, quality and manufacturing teams to become an expert and provide guidance on requirements for successful support
Thoroughly document all aspect of the product including creation of run-books, training material, knowledge base articles, how-to guides, etc
Own training of designated Tier 1 organizations as well as ongoing re-training
Maintain a clear list of priorities and manage escalations including resolution follow up
Be the voice of our customers and partners

112

Senior Technical Support Engineer Resume Examples & Samples

Work as customer technical expert, to solve customer issues and technical challenges
Debug SW and HW issues and provide solutions
Communicate between R&D, technical Support, and the customer when critical product issues need to be escalated
Site visits and conference calls with customers and partners located Central and Eastern U.S. (possibly other global locations)
5+ years experience Linux kernel development with extensive knowledge and troubleshooting experience with Linux server systems and applications - Required
Theoretical knowledge and troubleshooting skills with L2/L3 Ethernet networks - Required
Minimum 3+ years experience in software development
Experience providing (tier-3) in-depth Customer Support and troubleshooting for hardware and software products a plus
Ability to troubleshoot problems, research, and identfy root cause technical issues
Excellent presentation skills, verbal and written interpersonal skills - positive customer-centric attitude

113

Senior Technical Support Engineer Resume Examples & Samples

Knowledge of Networking (Routing, Switching, Web App Firewalls, Load balancing, VPN, etc.)
Knowledge of Authentication Protocols (LDAP, Kerberos, Radius, SAML, etc)
Practical experience with Debugging tools such as Wireshark, Fiddler,Netmon, TCPDump, etc

114

Senior Technical Support Engineer Resume Examples & Samples

Minimum 8 years knowledge of core Internet technologies (HTTP and DNS, routing)
Minimum 8 years of knowledge of common network technologies (TCP/IP, ICMP) and tools
Minimum 8 years of experience in technical support, engineering, IT, project management or consulting
Must have advanced experience with Linux
Familiarity with content delivery networks, Cloud Computing
Experience as a team lead
Cross-functional collaboration across disciplines
Network Topology, Data centers design, Enterprise Networking environments
Knowledge with reading and understanding of TCP packet captures
Programming knowledge and experience (Python, Perl/shell scripting)
Knowledge of web programming (HTML, javascript, ASP, JSP)
Experience in streaming technologies like: RTMP, RTSP, HLS, DASH, FLASH
Familiarity with technologies like: Tomcat and/or Websphere architecture, Web Services (API, SOAP, XML), Configuring webservers (Apache, IIS) and the infrastructure necessary to support a dynamic website (load balancers, connecting to databases, etc), SQL and databases
Customer focus, acts with the customer in mind, anticipates future needs and dedicated to providing superior service
Problem solving ability, creativity to "think-outside-the-box", proven track record in proposing and implementing new solutions for customers

115

Senior Technical Support Engineer Resume Examples & Samples

Function as a senior level 3 technical resource to troubleshoot and resolve high impact issues on the Commerce Cloud POS application
Work with other cross functional teams to troubleshoot, diagnose and escalate issues on the Commerce Cloud POS application or platform
Review and deliver POS best practices with a focus on performance and efficiency within the Commerce Cloud POS solution
Ensure that POS service and solutions are enterprise quality and meet business requirements and technology standards
Work closely with the Product, Platform and Performance Engineering teams to identify inefficient application or platform resources
Assist in the development of training material supporting current best practices for efficient and scalable solutions on the Commerce Cloud platform
Help build an exceptional knowledge base with POS self-service solutions
Must have experiencing in supporting and troubleshooting POS issues at both the hardware and software level
Must have a solid understanding of networking and wireless protocols like TCP/IP and DNS
Minimum of 5 years of relevant work experience in a POS or Commerce supporting type role
In depth knowledge of servers, middleware, enterprise application integrations, databases, security, performance & scalability - ideally in Commerce or similar applications (ERP, CRM, MMS) in a SaaS environment
Solid understanding of POS process and back office integrations
Ability to work self-sufficiently and drive client engagements to resolution without supervision
BS/BA Degree (or equivalent)

116

Senior Technical Support Engineer Resume Examples & Samples

B.S. or a B.A. college degree is necessary as well as professional experience
MCSA, MCSE, MCITP, A+ or Network+ certifications are required
Minimum 4 years of experience in a 50-100 staff LAN environment
Excellent communication (written & verbal), planning, organization, and administrative skills
Exercise discretion and independent judgment with respect to matters of technology significance within FTI Consulting
Flexibility to work in a fast-paced, multi-task environment
Ability to work under tight deadlines and stressful situations
Ability to handle and balance multiple critical tasks at the same time
Availability to travel with little notice
Detailed knowledge of current personal computer, server, and network hardware and software including interfaces and relationships
Ability to grasp fundamentals quickly and instruct others in their use. Competent to work on fairly complex computer and local and wide area networking problems independently
Experience with Active Directory, Windows Server Operating Systems, and Windows 7 operating systems
Experience with administration and use of IP Telephony (Cisco preferred)
Extensive knowledge of the Microsoft Office Suite of applications (Excel, Word, PowerPoint, Access, Outlook)
Experience with Smartphone configuration and advance use
Positive attitude and self-motivated
Role modeling and ability to work in a team

117

Senior Technical Support Engineer Resume Examples & Samples

Configuration of CPE (PE/CE) in IP Connect Global environment for global business customers via different BT data platforms
In collaboration with Service Delivery and the central config team, the Service Configuration Specialist needs to provide in-time and quality implementation per requirement of the customer
The Service Configuration Specialist has direct responsibility for completion of technical deliverables defined in the respective projects. These deliverables include Cisco, Juniper, Huawei software configuration and validations in accordance with customer requirements
The Service Configuration Specialist is responsible for quality and in-time completion of software changes, enhancements or upgrades for global customers
Service Configuration Specialist is required to keep up to date with latest development of communications technologies, in particular where related to Cisco, Huawei and Juniper
Furthermore, Service Configuration Specialist need to maintain close relations with third parties
Provide pre-sales technical support, if required
Take part in project teams and ensure a quality technical implementation of any BT communications service offered to customers. This is in close relation with Project Management, Sales Support and System Engineering
Prepare the necessary configuration and validation for new customer installations
Prepare and maintain technical customer documentation and handover to Service Assurance Centres by running predefined quality checks
Provide training and consultancy where appropriate
Direct contact to customers

118

Senior Technical Support Engineer Resume Examples & Samples

Take ownership of customer issues and see problems through to resolution and provide enterprise level technical support to our customers via phone, web, and email and other support channels as required
Research, diagnose, troubleshoot and identify solutions to resolve customer issues related to application use, design and configuration
Effectively communicate complex technical issues to a broad range of customers and departments within Kofax, such as product management, software engineering, sales, and quality assurance
Mentor and provided advice to Associate Technical Support Engineers and other Technical Support Engineers as needed
Take highly complex or sensitive issues elevated from Associate Technical Support Engineers and Technical Support Engineers as needed and directed by management
Use approved protocol to communicate with Development engineers on the analysis of software issues providing detail description of problems along with steps taken to analyze the problem
Elevate hot fix requests to support managers for processing based on approved protocol
Participate in regular support team meetings
Prepare test systems for replication of user issues
A minimum of 5-8 years providing enterprise level technical support experience
Resourceful team player with strong interpersonal skills
Strong written and verbal skills in the language of support for this position
The ability to mentor and advise Associate Technical Support Engineers and Technical Support Engineers

119

Senior Technical Support Engineer Resume Examples & Samples

Must love music!
At least 1 year in the role of Technical Support Engineer or equivalent experience
Advanced expertise using diagnostic and analysis tools including packet capture and interpretation
Expert level of technical knowledge in all aspects of Sonos software and hardware as well as related 3rd-party hardware and software
College degree, preferably in Computer Science, Engineering, IT or Network Administration (or 5 years equivalent experience)
Minimum 2 years of experience in network engineering with high-end commercial equipment including configuration of managed switches
Expert level Network engineer highly skilled in debugging TCP/IP (IPv4/IPv6)
Wireless technology trouble shooting experience desired
Proficient in protocol level debugging with Wireshark, tcpdump or similar industry tools
Proven track record of delivering excellent customer support and customer advocacy
Affinity and passion for new technology, wireless digital consumer products, all things electronic and digital audio
Ability to work independently, within a team and thrive in a small company environment
Must have ability to assess and provide proactive advice or solutions
Must have excellent written, customer service and communication skills

120

Senior Technical Support Engineer Resume Examples & Samples

One year prior working experience with Oracle products (or at least two years related
Technical degree - BS Computer Science/Management Information Systems/Science
In lieu of degree may substitute 4 years professional experience and professional

121

Fusion CRM Senior Technical Support Engineer Resume Examples & Samples

Four years implementation, support, consulting and/or development experience in the CRM product family
Skills in using industry standard tools and techniques
Exceptional diagnostic and troubleshooting abilities
Experience monitoring, tuning and/or changing complex applications to optimize the product to perform to customer expectations
The following abilities will be advantageous
Experience in one or more of the following: log reading, SQL tuning, knowledge of networks, database configuration, server configuration, Web Server optimization, load balancing hardware,
Mentoring junior team members on new products and technologies

122

Senior Technical Support Engineer Resume Examples & Samples

4+ years of related work experience
Must have hands on experience working with military radar or other or ground based or airborne electronic System Test
Must have experience working with electronic test equipment, such as DVMs, Power Supplies, Oscilloscopes,
Mechanical and electrical integration and modification experience
Experience working with CAD Programs (ORCAD, PRO-E or Mentor Graphics, etc)
Familiarity with Raytheon PDM System
Must have good analytical skills
Must be Soldier Certified
Software testing experience
Frequency analyzers and other basic tools
Direct US Military Technical Experience

123

Senior Technical Support Engineer Resume Examples & Samples

Bachelor’s degree in Mechanical / Aerospace engineering or other technical discipline
Sound knowledge of Solid Mechanics and Finite Element analysis
Experience in handling Nonlinear simulation in industry scale simulation will be an added advantage )

124

Ccp-senior Technical Support Engineer Resume Examples & Samples

Log and Track issues within Sales Force CRM solution including research, customer communication, and updates as the problems are being worked
Build and maintain test environments/labs for troubleshooting and testing
Understand and set issue priority based upon urgency and business impact
Work in a tier-less support model with collaboration from other support engineers when necessary to resolve difficult issues
Manage customer expectations and work within the escalation path when necessary to maintain customer satisfaction
Availability for shift based work during weekends and holidays
Engineering/Computer Science degree and/or diploma with relevant work experience

125

Senior Technical Support Engineer Resume Examples & Samples

Familiarity with all aspects of PATRIOT Missile Assembly/Disassembly, test processes, and associated tooling
Demonstrated expertise creating and maintaining missile process flow
Ability to provide clear concise technical communications (both orally and in writing) to internal and external support staff, and internal and external customers
Possess the communication and interpersonal skills necessary to support internal and external customers in a matrix team environment
Demonstrated ability to perform complex engineering assignments at CONUS and OCONUS facilities
Knowledge and experience working with various government agencies required to support missile processing, component transport, and personnel training as it relates to the PATRIOT missile program
Ability to work well remotely while under general supervision
Have the ability to perform in physically demanding environments for extended periods
Must have a current Secret Security Clearance
Demonstrable knowledge of the maintenance schedules and procedures for PATRIOT missiles
Ability to create and maintain technical documentation and contribute to publication of end-user documentation
Experience working with technicians to support manufacturing processes
Proficient in the use of Microsoft Office Suite software
Experience with latest version of PATRIOT Missile Facility Maintenance Procedures
Experience in the use of the following internal Raytheon software systems
Enhanced Data Collection System (EDCS), Patriot Information Management System (PIMS), and Automated Logistics Control System (ALCS)

126

Ccp-senior Technical Support Engineer Resume Examples & Samples

Maintain the customer incident tracking system (Salesforce) with regular updates and resolution details. Information to include symptoms, diagnosis, actions and all relevant data
To be the escalation support interface with customers and partners when necessary and to ensure that the company is represented in the most positive manner at all times
Attend training courses to sustain/enhance product knowledge and work in accordance with the policies and procedures outlined within the quality assurance documentation
Good inter-personal and communication skills, both orally and written
Operating systems: Windows (7, XP, 2003, 2008) and UNIX (Solaris, Linux, others)
Web technologies: XML/ASP/JSP, web servers (IIS, Apache/Tomcat, Web Sphere), HTTP
Voice applications: VXML, grammars
Speech processing: ASR, TTS, MRCP
VoIP: SIP
IVR Support

127

Senior Technical Support Engineer Resume Examples & Samples

Applies technical expertise using standard operating and diagnostic protocols to resolve standard to moderately complex system level issues that are negatively impacting product performance at EMC customer sites. Identifies, documents and escalates customer issues
Maintains a 'closed-loop' communication style assuring all appropriate individuals are notified of ongoing issues and problem resolution status
Responsible for sharing all acquired knowledge concerning problem resolution with the Field and, as appropriate, to Customers
May assist in problem recreation and failure analysis of systems level issues
Recommends and utilizes a wide variety of test equipment, diagnostic tools and techniques used in problem resolution
May provide documentation and direct feedback to Field Technical Specialists, Account Managers, Sales and other EMC Technical Support co-workers as appropriate
May identify and interpret interoperability and support matrixes
Provides input to training programs and/or serviceability enhancements as requested by the Field and Technical Support Departments
Reviews training materials and procedural documentation as requested

128

Senior Technical Support Engineer Resume Examples & Samples

4 - 5 years experience as a UNIX, Linux or Windows system administrator is highly desirable Experience in database administration w/hands-on SQL cli experience Minimum 4 - 5 years experience w/TCP/IP Ethernet networking configuration/troubleshooting Must be able to use vi or emacs Unix text editors
Technical Support: 1 year
Linux: 1 year

129

Senior Technical Support Engineer Resume Examples & Samples

Experienced in Micro Focus Identity Manager and eDirectory required
Demonstrate excellent customer service skills
Able to demonstrate excellent technical, analytical, interpersonal, communication, and technical writing skills
Analyse complex issues and alternative solutions, making logical decisions based on customer needs
Troubleshoot and resolve complex, critical, and time sensitive support issues over the phone and electronically. This may include occasional on-site visits
Partner with software development teams to prioritize software defects and find solutions
Mentor and train Level II support engineers and others across the company
Bachelor's degree in Information Systems, Computer Science, Electrical Engineering, or similar technical field or equivalent experience required
Significant training, administration, and troubleshooting experience with Linux and Windows operating systems
Experience with other Identity and Security Management platforms also preferred
Programming/scripting, Active Directory, eDirectory, Database Administration experience all preferred
Preferred Programing languages: C++, Java
CISSP or other identity and security certifications a plus
Ability to occasionally travel to customer locations and resolve technical issues
Able to work rotating shifts for covering after hours and weekend support

130

Ccp-senior Technical Support Engineer Resume Examples & Samples

Strong knowledge of databases: MS SQL, Oracle
Ability to organize backup and restore from backup strategy on production environment
Excellent knowledge in SQL tuning area
Ability to write PL SQL procedures
Programming knowledge and experience (C++, Java, others)
Contact Centre, CTI, PBX, ACD, IVR, CRM

131

Senior Technical Support Engineer Resume Examples & Samples

Service Level Management
Availability Management
Problem Management
Release and Deployment
Risk Management – Audit, Business Resumption, and Infrastructure Currency
Supplier Management – Services and Tools
Plans and develops processes for the design, monitoring, measurement, reporting and continuous improvement of service availability and implementation principles
Considers and implements preventative and pre-emptive measures to improve the availability of services, both for release quality, and once in production
Works with system developers to assure new or enhanced services, when implemented, meet or exceed committed service levels and that service can be delivered at affordable cost
Coordinates and leads rapid service restoration and permanent resolution to problems, ensuring that appropriate action is taken to investigate and resolve defects, with minimal service interruption
Actively matches unresolved incidents against existing problems, known errors and other incidents in a timely manner
Leads investigations and proposals for changes and process exceptions
Leads the deployment of releases and agreed remedies
Keeps relevant staff (including users, suppliers and specialists) informed
Contributes to continual service improvement
Supports availability management on reporting on achievement of problem targets, in line with service level agreements
Analyzes incidents and problems to show trends and potential problem areas, so that actions can be taken to minimize the occurrence of incidents and to improve the process of problem reporting, analysis and resolution
Creates and monitors plans and strategies to investigate and resolve incidents and problems, including problem prevention
Analyzes problem management processes and advises on process or tool improvements that could be implemented

132

Senior Technical Support Engineer Resume Examples & Samples

Work with Red Hat enterprise customers across the globe on a 24/7 basis which will require you to work in different shifts
Consult and develop relationships with in-house engineers and developers to promote creative solutions and improve customer satisfaction
4+ years of Linux experience in the enterprise sector; excellent administration skills
Detailed knowledge of the Linux kernel, networking, and memory management
Excellent troubleshooting skills; passion for problem solving and investigation

133

Senior Technical Support Engineer Resume Examples & Samples

Subject matter expert in Marketo technology and apply it to Marketo customers’ business processes
Provide business and technical solutions to help customers optimize use of solution
Communicate clearly and precisely with customers in written and verbal form, and maintain accurate and timely records in our case tracking system
Establish strong relationship with Product Management, Engineering & Operations
Maintain ownership of issues and Accounts until resolution, drive other teams as needed and set customer expectations
Partner with Engineering personnel to prioritize and escalating as necessary
Translate business needs into product requirements and work with product management to add enhancements
Provide developer support to partners and vendors
7 plus years’ experience in software services, Development
Self-starter with a proven track record of driving customer success and aligning complex customer solutions at the executive and department levels
Provide business and technical solutions to help customers optimize use of solution. Excellent organizational skills -ability to prioritize, manage, multi-task and execute projects cross-functionally
Experience with enterprise software solutions; ideally Marketing Automation, RPM, CRM, RPM, or enterprise applications in a SaaS environment
Knowledge & hands-on experience with programming and scripting languages, web services, web development, relational databases a plus

134

Atac L Senior Technical Support Engineer Resume Examples & Samples

Troubleshoot complicated hardware and software issues, replicate customer environments and network problems in the lab
Provide Tier 3 Support for VARs, Distributors, service providers, enterprise customers, and end users via telephone, e-mail, and web
Provide technical expertise and guidance during testing, deployment and operational phases of networks
Manage critical customer issues and facilitate communication between customers, escalation, and engineering
Be a customer advocate for timely resolution of issues and for problem reproduction and escalation
Document and reproduce customer related networking problems, and if necessary coordinate fixes by engineering department
Develop technical specialties and prepare technology white papers on these areas
Write technical notes, application notes, case studies, knowledge base entries, and solutions for the Technical Assistance Center website
Help improve processes and tools
Participate in cross functional tasks such as new product development projects, support readiness teams, KB and other documentation activities
Provide on-site support for customers when needed (although this would be a small percentage of time)
Strong experience supporting enterprise and/or service-provider IP networks
Experience with Juniper M-, T-, MX- or PTX-Series preferred
Very strong understanding and hands-on experience working and troubleshooting around Routing technologies, with strong transferable skills in other networking disciplines
Very strong TCP/IP knowledge
Strong Routing Protocol Knowledge (OSPF, BGP) skills required. Experience with IS-IS, MPLS, Multicast and various WAN protocols
Strong working knowledge in both Unix/Linux and Windows
Working Experience with scripting languages (i.e. Python) and concepts is a plus
Working Knowledge of Load Balancing concepts
Knowledge of Security Technologies (Firewall, L2 and L3 VPN technologies)
Excellent Communications and Interpersonal Skills required, with a passion for the Internet, its growth, and related new technologies
Ability to learn and integrate new technologies in a fast-paced environment
Requires B.S. in electrical engineering or computer science
Professional or Expert certification level is a plus (JNCIP, JNCIE, CCNP or CCIE)

135

Senior.technical Support Engineer Resume Examples & Samples

An excellent customer service attitude and the ability to interact with customers in a professional manner are required
Must possess a Bachelor of Science in Computer Information Systems or equivalent experience
Obtains basic Citrix certification within 3 months of service

136

Controls Senior Technical Support Engineer Resume Examples & Samples

Familiar with Extra Low Voltage system Engineering design
Provide guidance to designers,sales , project managers and other team members
Coordinate the activities of other engineers or technicians assigned to the project
Provide engineering support to the Product Planning and Technical Support Team
Support the Order Fulfillment teams as needed to address safety, assembly and quality issues
Identify Extra Low Voltage system quality and productivity improvement opportunities
Execute a wide variety of Extra Low Voltage or quality and productivity improvement projects
Bachelor's Degree in Electrical& Automation Engineering or relevant
Over three years experience in Extra Low Voltage Engineering design
Strong interest in design of Intelligent Building Engineering project
Competency in Microsoft products including, Excel, Word, Project, and PowerPoint required. Competency in CAD drawing software
Ability to lead a team or work as a member of a team
Excellent technical, analytical, and problem solving skills
Must be tenacious with quality and customer service orientation
Knowledge of the appropriate product safety and design standards; including but not limited to GB50314, LEED, etc
Basic experience with 3D-CAD applications such as ProE is a plus but is not required
Six Sigma Green Belt or Lean Six Sigma trained or certified a plus but is not required

137

Senior Technical Support Engineer Resume Examples & Samples

Ensure customers get maximum value from and easily use our offerings and subscriptions
Support customers by responding within the designated service-level agreement (SLA) period to incoming calls and chat and web-based inquiries about our technologies
Continuously update our customers and ensure they are satisfied with our support service
Collaborate with other engineers and developers to develop creative solutions for our customers, including bug fixes
Deep technical knowledge of the Linux kernel and Linux filesystem
Good understanding of the Red Hat OpenStack Platform architecture and administration experience across all of its working components
Familiarity with and working knowledge of NFV, SDN, Open vSwitch, and OpenDaylight
Advanced troubleshooting and debugging skills; passion for problem-solving and investigation
Demonstrated first-rate customer service experience or prior technical support experience
Prior Red Hat certification like Red Hat Certified Engineer (RHCE); other relevant certifications are a big plus, as you'll need to be certified within 90 days of your start date
Ability to deal with change and limited structure

138

Ccp-senior Technical Support Engineer Resume Examples & Samples

Must have complete understanding of Genesys Framework components, SIP Server, URS/ORS, IRD /Composer and Outbound Contact Solution. (Minimum candidate should be very good in any 2 of the highlighted areas)
Rich experience in troubleshooting issues in Genesys environments. Must have clear understanding of T-lib and SIP message flows between components in various call flows (Inbound / Outbound / Conference / Transfers)
Experience in designing IRD Strategies and Composer Workflows
Understanding of OS tools (Windows and Linux), wireshark traces
5- 8 year of working experience with Genesys Framework Experience & Technical Support

139

Ccp-senior Technical Support Engineer Resume Examples & Samples

Deliver product and related technical training/mentoring to other Technical Support staff and ensure that ‘knowledge transfer’ sessions are conducted
To collaborate with and monitor the activities of colleagues, where the problem cannot be resolved with own knowledge
Occasional travel on short notice to attend customer satisfaction issues/meetings/account reviews
4+ years of software technical support and/or development or other relevant experience
Thorough knowledge and relevant experience in the following areas: SIP and RTP
An excellent understanding of the SIP messages and responses (INVITE, REFER, ACK, BYE, 100 Trying, 180 Ringing, 200 OK, etc.), and the contents thereof
Ability to interpret and trace through complex SIP call flows
SIP system components (media gateways, proxies, end-points, etc.)
Codecs: GIPS, G.711, G.729
H.323, a bonus but not essential
CTI
Thorough knowledge and relevant experience in the following areas: CTI, ACD, PBX, Contact Centers
Familiarity with various vendor specific CTI protocols and server systems, such as CSTA, JTAPI, Symposium, CAP, etc. would be a big plus
Operating systems: Unix (Linux, Solaris, others) and/or Windows (XP, 2000, 2003)
Web technologies: XML or VoiceXML, SCXML XML/ASP/JSP,
Web servers (IIS, Apache/Tomcat, Web Sphere), HTTP
Cisco, Avaya enrollments
Wireshark troubleshooting
Active Directory
SFB Elements or
Set up for MS Lync

140

Senior Technical Support Engineer Resume Examples & Samples

5+ years of experience in software technical support
Fluent in English and either Chinese or French language, all 3 preferred
Technical knowledge in Windows 2000 Server, IIS, ASP, .Net, SQL Server, or Oracle is preferred
Flexible to work in rotating shifts
Experience in the Human Resources Software field or supporting Enterprise Level Customers
Fluent in English, Chinese, and French

141

Senior Technical Support Engineer Resume Examples & Samples

In lieu of degree may substitute 4 years professional experience and professional certification (i.e., CNE, MCSE, CPA, Oracle, etc.)
Networking, storage, cluster experience, along with X86/X64 servers a plus
Required Language Skills: Portuguese

142

Senior Technical Support Engineer Resume Examples & Samples

Troubleshoot, debug, and resolve complex configuration and product issues in multivendor solutions using entire spectrum of available tools
Analyze upstream development against current customer reported defects and develop patches to resolve the issues
Work closely with Red Hat's production support engineers, technical account managers, and Development team
Contribute to improving quality of Red Hat solutions by proposing and implementing usability and supportability enhancements
Assist with the development of comprehensive and reusable self-service solutions for future incidents
Share knowledge with relevant teams and customers
5+ years of experience as a support, sustaining, or development engineer or other directly related experience in an enterprise environment
Outstanding understanding of the current Linux kernel internals, with emphasis on file system or storage subsystem
Solid experience in one or more of the following technology areas as a software engineer, developer, or in-depth troubleshooting analyst

143

Senior Technical Support Engineer Resume Examples & Samples

Active participant in the customer support center, handling phone and email queues to assist Assigned customers with technical issues on the product, inclusive of ability to troubleshoot, duplicate and create workaround to achieve high levels of customer satisfaction and success
Document and report on the status of major issues, operational status, etc
Ability to manage hot escalations and drive issues to completion while keeping all involved parties in the loop. Ability to work with other organizations such as QA and Sustaining to convey customer concerns and requirements to be a champion for the customer in providing a timely problem resolution
Minimum 4-6 Years of Technical Services experience in the networking space
Strong operating and troubleshooting knowledge across both L2 and L3 technologies such as: Ethernet, TCP/IP, OSPF, L2 & L3 VPN, Multicast protocols, Switching (VLANs/ Trunks), Stacking, Service provider technologies, GTP Correlation and

144

Senior Technical Support Engineer Resume Examples & Samples

Program, implement, maintain, and administer primarily HP & Cisco LAN and WAN switches, routers, firewalls, and overall Network environment dedicated to VoIP traffic
Monitor LAN and WAN equipment and circuits for proper operation
Automate Network systems for fault-tolerance and disaster recovery
Configure, maintain, and administer Network and Systems monitoring platform, currently Nagios
Administer and maintain VPN’s between Angel and external entities
Maintain DNS and IP registrations
Maintain VLAN’s, ACL’s on network switches and routers
Maintain firewall rulesets
Frequently monitor network systems for attack and intrusion detection
Keep current on state-of-the art and industry best practices in Network Security, including firewalls, ACL’s, IDS’, log analysis
Debug problems
Document configurations and maintain such documentation per department Change Control methodologies
Act as a general UNIX resource (installations, networking, system troubleshooting, design, etc.)

145

Senior Technical Support Engineer Resume Examples & Samples

Responsible for responding to escalated customer support cases via phone email and chat
Use skills to troubleshoot and accurately document customer issues. Understand customer systems and configuration, identify problems and recommend solutions
Provide regular communication to the customer in a timely and professional manner
Contribute to Support Documentation and Knowledge base articles,
Mentor and train less experienced colleagues
Become a recognised subject matter expert in a FireEye product(s)
Take ownership of customer issues when escalated by customers, management or Level 2 colleagues. Drive to resolve issues effectively, escalating cases to development teams where necessary
Participate in the testing of new product builds and releases
Identify potential product/process weakness, research potential fixes with relevant internal teams and management
Expect to spend approximately 80% of time troubleshooting customer issues
The following or equivalent experience
B.Sc. in Computing or related discipline, Masters in a security related domain a distinct advantage
Microsoft or Linux Certified – MCSE
Cisco Certified - CCNA, CCNP/CCIE a plus
Firewall, VPN, IDS and related network security design and implementation
EMail Security - Adv RFC2822 MX/MTA functionality, Email Security DKIM, SPF, DMARC, Certificates, PKI
Endpoint security experience, including network design, implementation, and management
Security network, and systems related professional certifications are a plus
Microsoft Windows, Linux, Unix System administration, TCP/IP, DNS, and troubleshooting experience
Network technologies (firewalls, routers, switches) and protocols (TCP/IP, DNS, LDAP etc.)
Basic C/C++, Java, Ruby, python experience
Strong written and verbal communication – demonstrated ability to deal with
Flexible, Self-Starter
Systematic Troubleshooting
LI-MW1

146

Senior Technical Support Engineer Resume Examples & Samples

Demonstrating general technical knowledge of Honeywell/ EMS products or systems including aircraft interface / interaction, sub-system, system and platform applications. Represents the organization as the prime technical contact on system interaction and operational issues
Respond via phone or email to analyze technical issues and determine corrective action plan to resolve customer and OEM issues
Record all reported field events, enabling fast, effective trend recognition
When required, dispatch on-site to support customer technical needs
As directed by Product Team leadership, reviewing and updating technical publications, including creating Publication Change Requests (PCRs)
Proactively discuss all types of opportunities with customers “RMU’s, spares provisioning, tooling etc”
Bachelor of Science degree in engineering or technical field of study or 6 years of experience with design & development, product test, or field support for SATCOM Avionic products
3 years of experience interfacing and resolving customer concerns and problem solving
Knowledge of EMS, SATCOM, High Speed Data (HD-710), and Cabin Gateway and Router Products (CNX-200, etc)
Direct engineering or customer service experience with Avionic systems
Six Sigma Greenbelt Certified
Strong communications and situational leadership skills to facilitate/influence decisions
Familiarity with SalesForceDotCom (SFDC), Avaya System
Program Management experience
Multiple product experience
Ability to proactively evaluate circumstances and drive resolution of issues
Self- motivated, results oriented and able to lead a team with little or no management oversight
Ability to multi-task and be efficient and highly effective in completing work activities
Rapid and accurate problem solver
Strong interpersonal skills with ability to work independently, as well as part of a team
Strong verbal and written communication skill with ability to positively influence others
Ability to travel at short notice to support customer issues including aircraft on ground
Ability to work non-standard hours (weekends and holidays) as needed

147

Senior Technical Support Engineer Resume Examples & Samples

Align with customer’s business objectives to achieve successful deployment, operation and configuration of Ixia’s inline network visibility hardware and software
Create and maintain detailed project plans for tracking customer facing, high priority customer projects
Coordinates cross departmentally to resolve issues, acting as the customer advocate, escalating to management with risks and mitigation analysis
Identifies field use case, bugs and other trends and proactively message to management

148

Senior Technical Support Engineer Resume Examples & Samples

Prior experience in Application Support or Application Development
Practical working experience with JavaScript, CSS, XML, HTML, XHTML, & Server side Scripting
Must have basic Linux and SQL skills
A fundamental understanding of IT Service Mgmt and ITIL business process
Understand and resolve complex issues, and to exhibit excellent problem solving skills
Ability to debug web applications using Developer Tools
Ability to communicate to internal teams, and customers at all levels
Domain knowledge/understanding of business functions on CRM, HR, Financial and Security solutions will be an added advantage
Working knowledge of logical workflows
Ability to write documentation for internal and external customer facing Knowledge Base Articles
Exposure to Jelly (XML based script engine)
Understanding of “shopping cart” applications
Angular JS knowledge

149

Senior Technical Support Engineer IT Operations Management Resume Examples & Samples

Cloud, Automation & Virtualisation: Working knowledge of one or more of the following: Microsoft Azure, Amazon Web Services, VMWare, Hyper-V, SCCM, Powershell, OpenStack, Puppet, Chef, and/or Ansible
Database: Conceptual knowledge or working knowledge of databases, preferably mySQL
Windows Systems: Experience with Windows Server, Active Directory and Exchange Server

150

Senior Technical Support Engineer Resume Examples & Samples

Practical working experience with javaScript, CSS, XML, HTML, XHTML & Server Side Scripting
Must have Basic Linux and SQL skills
A fundamental understanding of IT Service Management and ITIL business process
Understand and resolve complex issues and exhibits excellent problem solving skills
Knowledge of CRM, HR, Financial and Security solutions will be an advantage
Working knowledge of Angular JS
Strong documentation skills for internal and external clients
Knowledge of Jelly (XML based script engine)
Understanding of "Shopping Cart" Applications

151

Senior / Technical Support Engineer Resume Examples & Samples

Provide extraordinary customer service throughout the entire life phases of adoption
Perform and handle the implementation process for our customers
Maintain high customer satisfaction through dedicated communication and ownership of issues
Advise on continual methodology improvement, standard methodologies, tools and techniques for more effective product usage and shared repositories of product information and solution documentation
Understand client requirements and overall project vision
Communicate Wavefront by VMware methodology to clients
Liaise with product management to communicate customer feedback

152

Senior Technical Support Engineer Resume Examples & Samples

You will be the Single Point of Contact for many of our strategic customers. You will be the customers trusted advisor and advocate, understand the customer’s environment and business goals and work closely with the account team when needed
Troubleshoot incoming customer problems through email and/or phone
Work with support team and developers to provide resolution to customer issues
Create knowledge items for recurring issues
Minimum 4+ years experience in technical support and/or C/C++/C# or Java programming with expert support skills
Experience with variety of industry hardware platforms and operating systems (Linux/Unix, Windows, etc.)
Ability to troubleshoot technical problems and demonstrate resourcefulness in obtaining necessary diagnostic information
Ability to use development tools, software, and advanced troubleshooting procedures. Must be able to tailor content to meet the needs of the client – experience with Salesforce.com a plus
Enjoy fast-paced, energetic environment. Entrepreneurial and results-oriented with a strong work ethic
Can handle multiple critical client support issues and can effectively communicate this to senior management

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