Support / Senior Engineer Resume Samples

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K Wilderman

Keshaun

Wilderman

1417 Connelly Green

New York

+1 (555) 318 4382

1417 Connelly Green

New York

Phone

p +1 (555) 318 4382

Experience Experience

Boston, MA

Senior SAS Technical Support Engineer

Boston, MA

Kovacek, Mueller and Lesch

Boston, MA

Senior SAS Technical Support Engineer

Provide both remote and onsite troubleshooting of customer problems
Keeps himself/herself informed about the latest status, improvements and bug-fixes of their assigned software products
Provides highest quality Technical Support by responding to phone and email requests from customers (Internal and external)
Ensures customer satisfaction through diligence, timely and quality responses
Strong analytical and problem solving abilities
Proactively monitoring incoming unassigned calls in Sirius (the tracking system)
Helps SAS colleagues to resolve customer issues and to answer questions

Chicago, IL

Regular / Senior SL Support Engineer

Chicago, IL

Larson, Kiehn and Sipes

Chicago, IL

Regular / Senior SL Support Engineer

Production Environment monitoring, Issues Resolution
Work on shift day/nights
Control SLA and notify Luxoft management/Client in case of unexpected behaviour
Support end-to-end data flows and health/sanity checks of the systems/applications
Escalate the issues (internally to Group lead/PM) with environment/application health at 6 PM Romanian time (end-of-day report)
Raise a defect and start pro-active work on resolution when the issue got identified. Escalate unexpected behavior found during logic review (bugs in implementation) to the implementers team
Investigate and supply analysis for fix application/configuration issues on production environment (improper configuration/deny of services etc.) , support defect fixes rollouts

present

Houston, TX

Senior Software Engineer Netcracker Support Analyst

Houston, TX

Price, Skiles and Dietrich

present

Houston, TX

Senior Software Engineer Netcracker Support Analyst

present

Should Provide application production support for ad hoc requests requiring coding and development – design, test, debug, implement, and document programs
Develop work plans and track/report status of assigned projects/tasks
Leads and participates in efforts to develop and implement process improvements and automation for application and system monitoring
Should Provide routine application monitoring and maintenance
Knowledge of Change Management Tools and Version Control Tools
Provides second level of technical support for systems and software components as assigned
Monitor, troubleshoot and resolve application support tickets submitted through an Incident Management system

Education Education

Bachelor’s Degree in Either Telecommunications

University of Florida

Bachelor’s Degree in Either Telecommunications

Skills Skills

Should Provide application production support for ad hoc requests requiring coding and development – design, test, debug, implement, and document programs
Should Provide routine application monitoring and maintenance
Monitor assigned software applications, document and analyze problems
Monitor, troubleshoot and resolve application support tickets submitted through an Incident Management system
Understand and support all system interfaces for assigned applications
Provides second level of technical support for systems and software components as assigned
Leads and participates in efforts to develop and implement process improvements and automation for application and system monitoring
Leads and participates in efforts to implement application updates to include upgrades, patches, and new releases
Develop work plans and track/report status of assigned projects/tasks
Liaise with vendor support on all issues

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15 Support / Senior Engineer resume templates

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Enterprise Pro Support Senior Engineer Resume Examples & Samples

Using technical ability to resolve highly complex issues for enterprise solutions
Coaches, mentors and provides guidance to employees to help them improve their technical skills
Provide technical assistance to help resolve issues relating to a variety of enterprise technologies
Research and reproduce technical issues using enterprise data center lab resources
Work with vendors’ engineering group to provide solutions to complex issues
Develops and delivers training related to technical specialties
MCSE/MCSA
CCEE/ CCDA/CCIP/CCDA/CCNA/CCNP
VCAP/VCP
RHCE/RHCSA
SNIA
BCNE/BCFE
CWNA/ACMA
Life at Dell means collaborating with dedicated professionals with a passion for technology
When we see something that could be improved, we get to work inventing the solution
Our people demonstrate our winning culture through positive and meaningful relationships
We invest in our people and offer a series of programs that enables them to pursue a career that fulfills their potential

Senior Enterprise Support Engineer Resume Examples & Samples

5+ years experience in a technical support role supporting software applications and enterprise clients
Strong written and oral interpersonal and communications skills
Experience with networks (IP, TCP, HTTP, firewalls, proxy servers) essential
Good knowledge of common applications and file formats (DOC, RTF, PPT, XLS, HTML, XML and other DTP formats such as FrameMaker and InDesign)
Experience with ASP/ASP.NET, XML/XSL, WCF, Active Directory, IIS, Java, J2EE architecture, Tomcat, Application Servers would be advantageous
Relevant Product/System Certifications

Senior Engineer Product Support Resume Examples & Samples

Manage and document customer communications within Salesforce: provide ownerships of case thru closure
Mange and document all customer communications surrounding network health via SFDC or own case closure
Create and maintain training and support documentation for all supported mobile apps
Manage and report metrics on mobile app usage and support tickets

Senior Support Enablement Engineer Resume Examples & Samples

Troubleshooting and resolving high impact issues on the Commerce Cloud
Perform regular performance reviews of client solutions to develop recommendations for improving performance and scalability and work closely with clients to drive adoption
Work with cross functional teams to review and evolve client best practices with a focus on performance and efficiency of customizations to the platform
Work closely with clients to understand and document business requirements leading to inefficient implementations and translate those into platform and or product enhancements
Participate in scalability initiatives involving performance testing of large scale solutions against the platform to determine opportunities for product improvement
Work closely with Product and Platform Engineering teams to identify opportunities for inefficient use of the platform and provide guidance from a Client Support perspective to hardening initiatives
Assist in the development of training material supporting current best practices for efficient and scalable solutions on the platform
Minimum of 4 years relevant work experience in one or more of the following: Software Development, Platform Engineering, Solution (System) Engineer, and Senior Technical Support Engineer
Experience with UI, API, Linux and Webservices
Ability to prioritize, multi-task and perform effectively under pressure
Experience with cloud computing technologies; SOA, application servers, middleware, enterprise application integrations, databases, security, performance & scalability - ideally in eCommerce or similar applications (ERP, CRM) in a SaaS environment
Solid understanding of performance testing methodologies with work experience in the field a significant plus
Ability to work self-sufficiently and drive client and partner engagements to success
Strong communication skills with demonstrated ability to effectively communicate and influence in cross functional teams
Experience with Commerce, point-of-sale experience preferred
BS/BA Degree (or equivalent)

Senior Oracle Support Analyst / Engineer Resume Examples & Samples

Hands on work monitoring and operating the applications
Incident management and resolution (including level 1 and 2 support)
Participation in the change process (including deployment, receiving new functionality)
Interact with members of business as part of our regular processes and routines
Interact and collaborate with the project teams
Efficiently and diligently monitor and operate the application
Swiftly investigate and (where possible) resolve incidents within the pre-production and production environments
Learn about key concepts within the IFTP and Treasury area, in order to provide the best service to our business users
Collaborate with other PA teams within Treasury to identify synergies and enable common ways of working
Have an agile mindset in relation to ways of working and continuous improvement
Experience working with tools such as Remedy, JIRA, TWS
Strong understanding of database technologies, particularly Oracle
Knowledge of Datastage, Teradata and Hadoop is an advantage
Experience of incident/problem/change processes

Senior Citrix Support Engineer Resume Examples & Samples

Must have at least 4 years’ experience in XenApp, XenDesktop, XenServer, and PVS technologies
Have the capability of monitoring system usage and performance, patching, file-system management, process automation, server installation/configuration, third-party application support including installations and configurations, and being the highest escalation resource for end-user support
Strong communication skills as the position requires frequent client interaction
Review operational and organizational changes, assess how these changes will affect the Citrix environment and incorporate any necessary changes into the system architecture
Coordinate, test, and implement all enhancements or new releases of Citrix technology, Operating Systems, and business critical software

Senior SAS Technical Support Engineer Resume Examples & Samples

Provides highest quality Technical Support by responding to phone and email requests from customers (Internal and external)
Proactively monitoring incoming unassigned calls in Sirius (the tracking system)
Establishes appropriate priority level with customer following the established High Priority procedure
Ensures customer satisfaction through diligence, timely and quality responses
Keeps complete and accurate record of support activities in problem tracking system
Helps SAS colleagues to resolve customer issues and to answer questions
Keeps himself/herself informed about the latest status, improvements and bug-fixes of their assigned software products
Provide both remote and onsite troubleshooting of customer problems
Keeps up to date with both SAS technologies and Industry and market trends
Not less than 4 years of working experience incorporating the areas listed below
Installations and configurations
Platform Administration
Mid-tier web servers experience
Data Integration, Data Quality and Visual Analytics
Use of Base SAS, SAS Enterprise Guide and SAS Enterprise Minor
A tertiary degree in a relevant field such as; Information Technology, Computer Science, Information Systems
High quality customer service
Documentation creation

Senior Advanced Technical Support Engineer Resume Examples & Samples

Act as primary point of contact to deliver next generation operational requirements
Review and influence ongoing design, architecture, standards and methods for operating services and systems
Work on problems of critical scope where analysis of situations or data requires a review of a variety of factors
Leverage overall knowledge of systems and personnel to lead project planning/scoping as it relates to the future production environment
Ensure software, network and hardware dependencies and risks are identified and safely managed before production deployment
B.S. in Computer Science, Information Technology, or a related field or equivalent experience
8+ years in the area of operations, systems engineering, integration, and test
Experience with process analysis and design
Proven leadership in large scale technology environment
Experience with business management principles desirable
Current technical knowledge in digital media tools and systems including digital asset workflows, streaming media workflows, encoding, transcoding and asset management
Experience working with both broadcast and IT technologies; preferably in blended environments that include the following: dynamic ad insertion, streaming, cloud computing, virtualization, micro services and storage technologies
Knowledge of Agile and Software Life Cycle Management
Experience using metrics to measure performance and drive operational improvement
Exhibit strong interpersonal skills with the ability to build and maintain relationships
Ability to manage multiple projects and tasks at once while maintaining focus on priorities
Self driven and able to deliver results with little direction

Senior Cmts Support Engineer Resume Examples & Samples

DSG, BSoD, Packet Cable
IPv4, IPv6
SDN/NFV, NETConf, YANG
Responsible for testing, evaluation, integration and configuration of Charter DOCSIS platforms
Troubleshoot and analyze transport, networking and software configurations
Represent Charter business interests in a wide variety of settings and relationships including company management, business partners, and equipment vendors
In addition contribute to SW development and TR-069 technologies including defining Charter specifications for CPE WAN Management Protocol (CWMP)
Define Charter custom models between customer-premises equipment (CPE) and Auto Configuration Servers (ACS)
Act as highest-level escalation point for customer issues in the enterprise
Knowledge of legacy cable video systems and architectures
Understanding of system and software architecture concepts in order to integrate products into existing field systems
Ability to work with and lead cross functional teams including Product, Operations, IT, Care, etc
Working knowledge of documentation tools like JIRA, Confluence, TestRail, etc. to track issues and defects efficiently
Strong ability to communicate engineering details effectively with non-technical audiences through both oral and written presentations

Senior IT Collaboration Support Engineer Resume Examples & Samples

Understand business needs and partnering with appropriate IT counterparts to recommend technology solutions
Establish and maintain an IT multi-year strategy with a focus on continuous improvement. Create and maintain solutions architecture artifacts and other strategy and system documentation
Provide technical support for Microsoft collaboration platforms, mobile devices, and applications, including participation in an on-call rotation
Lead and/or coordinate major incidents, communicate outage status to leadership, as well as determine and assist in communication of root cause of all reported outages/defects to Incident Management teams and Senior Leadership
Manage team work schedules, workload, and recurring team meetings
Own, review, evaluate, and present team statistics
Maintain current knowledge of existing technology trends and enhancements
Proactively work towards resolution of issues across cross-functional groups
Partner with Collaboration, Desktop, and Mobile Device teams to transition new systems and applications into the production environment
Bachelor's degree and at least 8 years of experience in information technology and 1 year lead experience OR Master's degree and at least 6 years of experience in information technology and 1 year lead experience
Must be able to mentor and exemplify skills in leadership, diplomacy, and customer service
Must have good interpersonal skills with the ability to build consensus and strong partnerships across teams
Solid decision making skills
Dynamic thinking, ability to research and find solutions from COUNTRY and vendor knowledge databases
Demonstrated ability to critically evaluate vendor presentations and solutions
Support of but not limited to
Microsoft Exchange 2013
Office 2016/365 including Skype for Business
IOS and Android mobile devices
ProofPoint solutions
Scripting experience is preferred #LI-AH1

Senior Software Engineer Netcracker Support Analyst Resume Examples & Samples

Should Provide application production support for ad hoc requests requiring coding and development – design, test, debug, implement, and document programs
Should Provide routine application monitoring and maintenance
Monitor assigned software applications, document and analyze problems
Monitor, troubleshoot and resolve application support tickets submitted through an Incident Management system
Understand and support all system interfaces for assigned applications
Provides second level of technical support for systems and software components as assigned
Provide Level 3 support for the application if needed
Leads and participates in efforts to develop and implement process improvements and automation for application and system monitoring
Leads and participates in efforts to implement application updates to include upgrades, patches, and new releases
Develop work plans and track/report status of assigned projects/tasks
Liaise with vendor support on all issues
4-6 years of work experience
Primary Skill: Java
Secondary skill: Weblogic / Websphere / JBoss
Candidate should be ready to work on NetCracker technology, from Java perspective there are no development and enhancement work. Only he/she has to work on NetCracker technology
Experience in production application development and/or application support
Expertise and experience in some of the following application platforms: java, J2EE, EJB, Struts , Hibernate , Spring and Web services
Knowledge of Oracle and SQL databases
Good in Unix/shell scripting
Understands the workflow and process requirements of complex application systems
Knowledge of Change Management Tools and Version Control Tools
Excellent problem solving/analytical skills and knowledge of analytical tools
If not Java, any application Support will do, Mandatory is Netcracker
Shifts: 24/7 Support
Java Enterprise Editions JEE

Support / Senior Engineer Resume Examples & Samples

Works in a variety of engineering functions either in field locations or in the office, which may include necessary activities to optimize system/component performance and availability, and analysis for and development of design packages to add/modify systems, components or standards
Solves a range of moderately complex technical problems or issues. Analyzes possible solutions and assesses each using standard procedures. Applies broad engineering principles to provide technical and cost-effective recommendations that resolve difficult assignments
Works effectively in a team environment and may assume the role of team leader
Prepares cost estimates and assists in bid and material procurement contract evaluations
Assists in the special testing of components, troubleshooting of equipment or process problems or special studies
Provides technical guidance and recommendations to other PPL employees in support of high quality, timely and cost-effective engineering solutions to technical problems
Builds knowledge of the organization processes, customers and wide understanding of the technical and engineering aspect of the equipment and facilities in the function's work scope
Minimum 2 years related engineering experience
Minimum 5 years related engineering experience
Working knowledge of regulatory requirements and industry standards for the specific position

Engineer Senior Support, Satara Resume Examples & Samples

Contribute to the departmental objectives
Attain the Management meetings & contribute in departmental strategy to achieve departmental objectives
Able to do resource planning & work distribution plan
Contribute to meet KPI’s for individuals & targets within design/Estimation team
Prepare & check templates of costing sheets for pressure vessels, spiral heat exchangers ,Plate Heat Exchanger shell and tube heat exchanges
Prepare & check drawings of the equipment’s for PHE,SHE & S&T
Prepare estimations/Costing Sheets
To maintain ASME documentations as per quality Manual
Coordinate with internal as well as external customer & consultant
Technical support to manufacturing and marketing team
BE Mechanical or Diploma in Mechanical engineering. With minimum 1-2 years experience in design & estimating of equipment's
Knowledge of ASME
Handful experience of using software’s like Auto CAD
Have exposure to ASTM materials & its selection

Senior Engineer Technical & EME Support Resume Examples & Samples

Help Customers to recover from emergency situations by handling EMERGENCY SERVICE in own technology area
Develop and deliver advanced services from Nokia Networks Care portfolio
Analyze and troubleshoot Customers' problems
Reproduce Customers' problems in local laboratory, collect logs and additional symptoms
Verify solutions provided by R&D
Ensure proper problem handling, follow-up actions and issue regular update reporting
Support various implementation and care projects around the world
Gain telecommunication expertise in latest technologies
Develop radio access competence
Master degree in either Telecommunications or IT
You may have a few years of working experience or be recently graduated or soon graduating
Knowledge of BSS or RAN system-specific architecture
Analytical troubleshooting skills
IP knowledge - supported by CCNA or CCNP
Basic knowledge in Red Hat Enterprise Linux OS area
Basic knowledge in OpenStack area
Python scripting
Working knowledge of Nokia Networks specific products: FlexiBSC, mcBSC or RNC, mcRNC (knowledge of other system elements will be an advantage)
Good English in spoken and written

Senior Cmts Support Engineer Resume Examples & Samples

DSG
Responsible for testing, evaluation, integration and configuration of Charter DOCSIS/DSG platforms related to video delivery
This includes design and testing of the growing number of different Internet access devices such as set-top boxes, modems, OLT’s, eMTA’s, routers, gateways, , and VoIP-phones for the end-users

Senior Product Technical Support Engineer Resume Examples & Samples

Experience of Thermal Energy Solutions system design, commissioning and support would be advantageous
System integration experience serving industrial markets delivering Industrial monitoring, automation and/or control
Excellent analytical thinking to identify bugs and integration problems, providing appropriate solutions Experience or familiarity with internet technologies, mobile communications, Industrial Control System technologies, SQL and Microsoft and Windows-based technologies, Data and network security methods
Experience facilitating and delivering training and associated material
Can deliver quality problem solving and technical support services within agreed timescales
Ability to understand customer urgency and sensitivity of problems
Is able to speak confidently and communicate technical concepts clearly
Builds trusting relationships and a group of effective networks
The successful candidate will be someone qualified to a minimum of HNC/D/Degree qualified in the relevant technical qualification

Senior Presales Support Engineer Resume Examples & Samples

Excellent Written and Verbal Communication skills (Mandatory Skill)
Excellent understanding of telecommunication concepts, communication protocols, Avaya Communication Manager and Session Manager Solutions
In depth knowledge on Avaya products and solutions such as Avaya Aura Communication Manager, Avaya Aura Conferencing, Avaya Aura Messaging and other Unified Communications solutions
Ability to understand customer requirements
Knowledge of the Telecommunications Industry
Good understanding of the Sales cycle
Knowledge of communication systems and solutions, such as Avaya Aura Communication Manager / Cisco Call Manager / Avaya CS1K, Avaya Session Manager, System Manager, System Platform, SIP / H.323 framework
BE / MCA or equivalent
One or more certifications from Avaya, Cisco, Microsoft, Redhat, Avaya APSS, APDS, ACSS, AIPS, ACSE , ACSE
Knowledge on Avaya Competitor solutions will be an added advantage
8 - 12 Years of Experience

Customer Support Senior Field Engineer Resume Examples & Samples

Apply advanced technical knowledge to operate one or more technology areas (e.g. server administration, technical security management, performance management) or customer groups that are critical or high- risk
Integrate technical knowledge and business understanding to create. solutions for customers
Resolve single- and cross- technology incidents independently. Work with team members to resolve unusually complex or cross- technology incidents
Proactively and reactively look for solutions to prevent problems from occurring in team/technology area
Apply HP solutions to meet highly complex customer needs
Identify additional services that could lead to future service revenue growth
Provide technical consulting during contract renewal discussions
Build and maintain strong relationship up to senior management level in assigned accounts
Design and deliver support solutions using specific industry knowledge and expertise
Assist in managing delivery of industry support solutions
Lead Customer Expectation management as part of escalation process
Lead cross-team or large programs/projects
Coach or guide junior consultants
Bachelor's degree preferred or Associate degree holder (technical field) with 5- 7 years working experience in related fields desired
Thorough knowledge of HP products and services offerings, HP organization, competition, third party products and market trends
Broad knowledge of corporate organization, job, and policies
Comprehensive business, technical or functional knowledge at an expert level
Communicate tactfully with diplomacy up to senior management levels within an organization
Active listening skills and ability to adjust messages to audience level
Problem-solving skills (proactive, reactive and creative)
Able to employ exemplary consulting skills by becoming a trusted advisor to the customer and providing clarity to solution determination
Well versed in core technical competencies and peaked in some technical area(s) intermediate skills in project management, communication, analysis and presentation
Provide suggestions for operational efficiencies

Senior Global Customer Support Engineer Resume Examples & Samples

Handle customer service requests (CSR) according to WLA
Handle 24/7 emergency support on a roster
Register Trouble Report and follow up
Execute Product Deployment activities and FOA/FFI both in Ericsson and at customer premises
BSc level in a technical discipline or the equivalent level of knowledge
Proficient in both oral and written English. Other language skills are a merit
Strong technical background and good product knowledge of telecom equipment, primarily within Microwave and/or IP areas
Good knowledge of Ericsson Microwave/IP product portfolio is a merit
Good understanding of customer support processes is a merit

Senior Quality Support Engineer, SAP Hana Resume Examples & Samples

Dedicated customer assignments
Analyze complex problems coming from of (dedicated) customers or SAP internal stakeholders related to database engine and SAP HANA platform
Provide reproducible scenarios of customer issues to developers
Analyze performance and scalability of the SAP HANA database
Perform tests to help to optimize operational processes and evaluate outcome of e.g. upgrades or parameter changes
Communicate issues to front office support or customer / LOB‘s
Profound experience with database architecture, in memory solutions (HANA)
Good LINUX skills
Distribution strategies for data or tasks
Distributed file systems or cluster solutions
Good experience with network & storage systems
Knowledge of SAP Applications (e.g. BW, ERP, S/4 HANA)
Knowledge in Git, Gerrit
At least 3 years of practical experience in the area of Database optimization or application optimization for database access
Work experience around Quality Engineering

Regular / Senior SL Support Engineer Resume Examples & Samples

Production Environment monitoring, Issues Resolution
Work on shift day/nights
Set up all needed access to existing and new applications/resources
Control SLA and notify Luxoft management/Client in case of unexpected behaviour
Support end-to-end data flows and health/sanity checks of the systems/applications
Escalate the issues (internally to Group lead/PM) with environment/application health at 6 PM Romanian time (end-of-day report)
Logs review, data discovery in database tables for investigation of workflows failures
Raise a defect and start pro-active work on resolution when the issue got identified. Escalate unexpected behavior found during logic review (bugs in implementation) to the implementers team
Investigate and supply analysis for fix application/configuration issues on production environment (improper configuration/deny of services etc.) , support defect fixes rollouts
Contact/chase responsible support/upstream/downstream/cross teams and ask for root cause analysis from them on issues preventing end-to-end flow to work as designed (other development/service teams to get details on disruption of services/unexpected behavior, incorrect data flow from external applications)
Regular update on issue status until addressed (at least hourly update in written form), notifying the client on status change, expected time to address
Participate in ad-hoc/regular status calls on environments health with the client to discuss critical defects/health check status
Work with XML, jms, MQ, basic SVN (version control), basic sFTP, Control+M (scheduler),Informatica, Geneos, Oracle database, mailbox-monitoring, Incident Management (ITIL tools) and project tracking systems; perform actions needed in order to support service continuity/quality
Update knowledge articles on new issues (classify known issues, symptoms and workarounds/fixes)
Use latest support tests for coverage/fast issue detecting
Request the change of configuration/code to the another configuration engineers team based on issues found during root cause analysis supported by investigations results
3+ years experience as a Production Support Engineer
English (written, spoken - upper intermediate), analytical mindset, responsible, multi-tasking, client oriented, strong communication skills, proactive behavior and strong problem solving skills, Able to work under pressure
Practical experience with data gathering and processing, data discovery 2+
General experience with support of reporting systems 2+
Knowledge of solution monitoring/audit controls is highly desired
Experience in Unix environment (Linux or Solaris or FreeBSD), installation, configuration, shell scripting is a plus

Senior Service Engineer, Intune Support Resume Examples & Samples

Partner with the Software Engineering team to review architecture/design and provide feedback and guidance as it relates to the customer experience, support & customer impact
Lead supportability and troubleshoot the availability of the service
Define metrics and analyze system performance
Drive process improvements within the team and the larger organization as a whole
Provide active coordination across multiple support teams
Partner with the software engineering and production support teams to resolve issues
Drive bugs/DCRs related to problem management tickets
Document processes, best methodologies and technical instructions for Support Groups based off the problem management findings
Passion for customers
Production experience in software installation, configuration, web server support, security, monitoring, and change control procedures
Production system experience with Windows 7, Windows 8, System Center Configuration Manager 2012, and networking protocols
Experience with iOS and Android devices and operating systems
Familiarity with the Software Development Life Cycle (SDLC) in a faced paced, agile environment