Advanced Support Resume Samples

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Guide the recruiter to the conclusion that you are the best candidate for the advanced support job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

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B Cartwright

Brendon

Cartwright

913 Medhurst Mills

Boston

+1 (555) 545 7441

913 Medhurst Mills

Boston

Phone

p +1 (555) 545 7441

Experience Experience

Phoenix, AZ

Advanced Support Analyst

Phoenix, AZ

Raynor-Mann

Phoenix, AZ

Advanced Support Analyst

Advise the team leader in developing improvements to support team processes and procedures and ensure agreed procedures are followed
Maintain system support documentation for all supported applications, ensuring it is kept up to date within Application Profiles and included as part of Project handover
Assist with project work on supported applications from time to time
Assist with regular system upgrades on applications by reviewing functionality changes (new/amended), system testing, client training, user reviews and updating of support documentation
Provide day-to-day support for applications in the Project Delivery Systems portfolio
Coordinate implementation of any new processes and continuous improvement initiatives
Assist in preparation of support rotation

Chicago, IL

Advanced Technical Support

Chicago, IL

Dietrich LLC

Chicago, IL

Advanced Technical Support

Writing regular expressions "regex"
Feeding our system with new findings to improve our automation process
Troubleshooting customers websites with WordPress, Joomla, Drupal and other CMS software
Create accounts and update information on existing accounts. Properly use billing, provisioning, trouble-ticketing, and related customer-management systems
Provide information regarding products and services, and respond to other types of inquiries
Receive high volume of incoming phone calls and respond to inquiries in a manner which meets high quality, productivity and other performance standards
Knowledge of the suite of Internet protocols, including TCP/IP, DNS, DHCP as well as networks and LANs

present

Detroit, MI

Advanced Technical Support Engineer

Detroit, MI

Hansen, Swaniawski and Kunde

present

Detroit, MI

Advanced Technical Support Engineer

present

Work with little or no supervision to provide advanced complex troubleshooting assistance, problem replication / duplication, and diagnostic support
Provide advanced technical support for both the application and environment including operating system, database, and network
Proactively identify potential conflicts and delays, and work to manage and mitigate project risks
Provide regular updates on the status of assigned cases to management
Provide support to Network Analysts with respect to training on new features or technologies; lessons learned expert trouble-shooting advice etc
Provide highest standard of technical support, develop personal technical expertise
Join a supportive team and enjoy a workplace that offers further career development opportunities

Education Education

Bachelor’s Degree in Computer Science

University of Tennessee

Bachelor’s Degree in Computer Science

Skills Skills

Basic/Intermediate knowledge of Microsoft Windows
Basic/intermediate knowledge of Microsoft Office – (e.g. Word, Excel, Outlook, Access, PowerPoint)
Basic/intermediate knowledge of the Internet
Ability to work under pressure
Ability to work unsupervised
Multi-tasking
Relationship building skills
Previous CRM Experience
Typing Skills – 30 to 40 wpm
Moderate understanding of Cellular network connectivity and troubleshooting

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Advanced Support Analyst Resume Examples & Samples

Maintain system support documentation for all supported applications, ensuring it is kept up to date within Application Profiles and included as part of Project handover
Develop and manage productive relationships with key business partners including monitoring of Service Level Agreements and conducting regular service review meetings
Monitor system integrity through daily system checks, to ensure a high standard of service is provided to clients
Assist in preparation of support rotation
A Bachelor’s Degree in Computer Information Systems \ Computer Science is preferred or commensurate relevant work experience
Experience of working with data related to Derivative Instruments and understanding of derivatives terminology preferred
Possess a good understanding of the business drivers within an investment services company
Must have good organization and planning skills
Be able to work under pressure and multi-task
Have the ability to manage conflict

Advanced Technical Support Resume Examples & Samples

Answer incoming phone calls from field personnel. Provide technical support of all TWC related products and services
Properly use billing, provisioning, trouble-ticketing, and related customer-management systems
Technicial plant knowledge

Advanced Technical Support System Z Resume Examples & Samples

System z Hardware technology (HMC, Sysplex architecture, etc.)
Z/OS (JCL, TSO, RMF, SDSF,etc.)
Z/VM (DIRMAINT, Performance Toolkit, etc.)
Linux (zLinux or x86 Linux, Shell, Script, etc)
Database (DB2 for z/OS or Oracle,etc.)

Advanced Support Technician Resume Examples & Samples

Must be able to support a flexible schedule (evening and weekend availability if necessary.)
Must be able to work both independently and in a team environment
Must have demonstrated analytical and problem solving skills
Good documentation skills, including the ability to prepare simple documentation are highly desirable
Polished presentation and communication skills are required, including proficiency in the Microsoft Office Suite of applications, specifically Excel, Word, and PowerPoint
Strong written communication skills including; writing and organization

Advanced Threat Support Engineer Resume Examples & Samples

Role & responsibilities
Clear and effective communication skills(oral and written English)
Excellent email and telephone etiquette
Listening skills. Analytical and problem solving skills
Ability to work as a part of a global team
Readiness to work in morning / evening shifts. Weekend of rotation basis
Readiness to work in morning / evening shifts. Weekend of rotation basis.IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status

Advanced Development & Investigation Support Manager Resume Examples & Samples

Bachelor's degree, or equivalent work experience
Ten or more years of experience in an applicable risk management environment
Applicable certifications
Considerable knowledge of applicable laws, regulations, financial services, and regulatory trends related to the Bank Secrecy Act and the USA PATRIOT ACT
Experience managing a BSA/AML reporting function and associated tools (SAS, Tableau, etc.)
Experience with exposure reviews and documentation, especially GTOs
Proven ability to communicate key AML concepts to diverse audiences
Working knowledge of Model Risk Management standards and practices
Ability to conceive and deploy novel technological solutions
Strong leadership and management skills of processes, projects and people
Strong analytical, problem-solving and negotiation skills

Technical Support Engineer Advanced Services Team Resume Examples & Samples

Support Fortinet’s customers in country, regionally and globally and may meet customers on a regular basis
Understand the customer network/security implementation and requirement technically
Technical issue analysis, troubleshooting and consultation for customer
Effective communication with customers and colleagues
Manage customer expectation correctly
Provide technical solution recommendation or workaround for any Fortinet product model limitation/known issue
Customer case management and escalation
Reproduce customer issue/bug in Fortinet APAC lab
Contribute to the team's success and be part of good team player
3-5 years working experience in networking/security related field
Experience in TCP/IP, dynamic routing and L2/L3 network protocols implementation
Got sense of urgency and capable to handle tense situation

Advanced Development & Investigation Support User Experience Analyst Resume Examples & Samples

Eight or more years of experience in an applicable risk management environment
Applicable certifications
Ability to conceive and deploy novel technological solutions
Capability to quickly apply interaction design principles in existing and new interfaces
Strong leadership and management skills of processes, projects and people
Strong analytical, problem-solving and negotiation skills

Advanced Support Analyst Resume Examples & Samples

Familiarization with the Application Services’ processes, policies, and workflows
Provide day-to-day support for applications in the Project Delivery Systems portfolio
Prioritize and assign support tickets; route support tickets to appropriate teams
Document issues, investigative steps, and resolutions for knowledge base
Communicate with business and other stakeholders on on-going investigations and resolutions
Interact with other support analysts and tier-III analysts for difficult problems
Escalate issues to tier-III support when necessary
Four year Degree / Diploma or University degree in computer systems design or computer science, and / or 5 years equivalent work experience
Minimum 2 years of experience in application support
Some experience within the engineering industry required
Some knowledge of one or more technical engineering application suites preferred (such as AVEVA,Autodesk, Bentley, Intergraph products)
Knowledge of project execution and planning tools (eg Primavera/Microsoft Project) an advantage
Broad awareness of IT environment and infrastructure in relation to application deployment, authentication and access
Strong knowledge of application support best practices and methodologies
Strong customer-service orientation
Interest in engineering technical applications, including CAD / graphical and design tools
Ability to conduct research into application issues

Advanced Technical Support Resume Examples & Samples

Provide technical support of all Charter/Spectrum HSO related products and services including Digital Phone
Work with all National Help Desks, National and Regional Operations Centers, and local technical staff to investigate, assess, and resolve issues
Create accounts and update information on existing accounts. Properly use billing, provisioning, trouble-ticketing, and related customer-management systems
Provide information regarding products and services, and respond to other types of inquiries
Provide outstanding customer service following all established guidelines, policies, and procedures
Provide advanced technical phone support for our Digital Phone Field technicians, Diagnose and resolve software/hardware problems including identifying customer premises equipment
Resolve specific technical issues regarding more advanced aspects such as the NIC, PC settings, server data and boot files and installing hardware and drivers
Analyze customer history data to determine which solutions have been tried and provide alternative recommendations

Advanced Support Resume Examples & Samples

Provide phone based support 100% of the workday using a professional speaking voice (Unless notified by supervisor/manager)
Inbound/Outbound communications with Clients – (e.g. Calls, E-mails)
Maintain a high level of call quality as measured by a dedicated Quality Assurance team
Demonstrates exceptional customer service on all internal and external interactions
Review and respond to client complaints – (e.g. Escalate the appropriate path when necessary)
Provide technical and administrative support to Dealership staff - (e.g. Sales, Service, Subscribers, and Help Desks)
Advise/educate clients within procedural guidelines to ensure a complete understanding of the process
Consistent and coherent documenting of every call interaction
Demonstrate ownership of issues through resolution
Handle customer tech support calls and emails relating to web portal and mobile applications
Actively participate in team discussions/meetings
Ability to work in a team and independently as needed
Ability to share critical information with peers and ensure that procedural information is current and accurate
Case load management with daily follow-up with customers
Understand Cellular troubleshooting and connectivity concepts
Research and troubleshoot of questions and problems
Use active listening, problem-solving, and critical thinking to resolve customer concerns
Enthusiastic approach towards learning new systems and skills
Other duties that may be assigned by Team Lead/Supervisor/Manager
Basic/Intermediate knowledge of Microsoft Windows
Call Center Customer Service and/or Client Relationship Experience – 5 years
Technical Support – 1yr
Moderate understanding of Cellular network connectivity and troubleshooting
Typing Skills – 30 to 40 wpm
Multi-tasking
Relationship building skills
Previous CRM Experience
Critical Thinking Oriented
Basic/intermediate knowledge of Microsoft Office – (e.g. Word, Excel, Outlook, Access, PowerPoint)
Basic/intermediate knowledge of the Internet
Ability to work under pressure
Communication – Verbal/Written
Task Oriented
Schedule Flexibility (Evenings/Weekends)
Organizational skills
Ability to work unsupervised

Advanced Support Group Resume Examples & Samples

Lead the resolution of escalated and advanced technical issues
Influence product direction by contributing knowledge of customer applications
Directly influence new features by reviewing designs, participating in usability studies and/or modifying source code
Facilitate collaboration between customers and development teams
Create content for the MathWorks' community, including application demonstrations and technical writing 
Mentor engineers in their technical and career growth
A bachelor's degree and 7 years of professional work experience (or a master's degree and 5 years of professional work experience, or a PhD degree) is required
3+ years of experience using Simulink or other tools to generate code for embedded software development
Proficient in C/C++ and associated compilers
Experience with Configuration Management (CM) systems for source control
Experience integrating existing (legacy) code into model-based design applications
Excellent communication, problem-solving, and multi-tasking skills
Understanding of the design challenges within the Aerospace and/or Automotive industries is a strong plus

Advanced Technical Support Engineer Resume Examples & Samples

Prepare and provide technical trainings on request
Min 5 years hands on experience in programming and commissioning of different Protection relays applications
Knowledge of various Process and Applications
Understanding of various IEC protocols
Knowledge of HMI and SCADA programming to establish Man Machine interface
Excellent communication skills (Oral & Written) and ability to interact with global customers
Excellent problem solving and data analytical approach
Hands-on experience and Wide understanding of Schneider Electric products, solutions and engineering concepts is an advantage

Advanced Technical Support Resume Examples & Samples

Minimum 12 months of technical experience in an end-user support role
Flexible availability for possible weekend on-call duties
Knowledge of laptop and mobile devices hardware
Experience and familiary with Windows Operating System (directory services, policies, profiles, backup, data encryption etc.)
Knowledge of the iOS system
MAC knowledge is a plus
Advanced knowledge of Mail Clients
Familiarity with network protocols, DNS and VPN concepts
Experience with mobile connectivity technologies (e.g., 3G/4G and WLAN)
Microsoft Office Technical and Functional knowledge
Experience with and knowledge of web browsers and Java
Programming skills or experience in Backend Technologies / Infrastructure support preferred
Microsoft certification (MCSE preferred)
Fluent knowledge of English, both verbal and written

Advanced Technical Support Engineer Resume Examples & Samples

Provide advanced technical support for both the application and environment including operating system, database, and network
Lead accounts through multiple issue resolution including customer meetings, status reports, and updates
Respond to phone, email, and web ticket customer issues within target service levels
Maintain current working knowledge of Axway products and technology
A desire to learn network connectivity and communication protocols
B2B experience preferred
Knowledge of client-server architecture
Experience in Oracle and SQL
Background in Windows and UNIX troubleshooting is beneficial
Previous Advanced Technical Support experience in a multinational environment is highly appreciated
Response and resolution times
Excellent verbal and written communication skills in French and English
Effective problem-solving skills
Self-starting and self-motivated with a high level of initiative
High level of ownership and accountability

Advanced Technical Support Engineer Resume Examples & Samples

Provide beta/sprint support for assigned products
Perform after hours pager/cell phone support on a rotating basis
A desire to learn network connectivity and communication protocols. B2B experience preferred, previous experience with Axway products is highly desirable
Experience with programming languages including Java, C++ and Perl advantageous
Experience in EDI, Rosettanet, ebXML, XML, EDIINT, AS1 and AS2 desirable
Experience in Oracle and SQL a plus
Knowledge of client server technology a plus
Previous Support Experience Background in Solaris, AIX, HP-UX, Linux beneficial
Physical presence required in the office during normal business hours and occasionally outside of the normal business hours
Work Schedule - Flexibility to maintain the business hours department coverage, including after hours, and weekends as needed
Experience in troubleshooting software products issues (install the proper product version, perform the use cases reported by the customer, isolate and replicate the same product behavior like in the customer’s context, distinguish between a software product limitation/error and an environement error)
Capable to replicate a software configuration issue or a software bug based on the sympthoms provided by the customer
Very good technical understanding in secure data transfer protocols (like FTP, FTPS, SFTP, HTTP, HTTPS, SMTP/POP3, etc.)
Hands on experience with virtualization techniques
Able to use a protocol analyzer software in order to interpret and detect protocol errors (i.e. WireShark or any other similar sniffers)
Relevant UNIX knowledge (environment variables, shell scripting, tools, basic signals, IPC, file system access permissions, etc)
Relevant DataBase utilization knowledge (SQL scripting, DataBase structure, etc)
Relevant File Coding Standards (XML/XSD, EDIFACT, UTF-8/ASCII, etc)
German Language (speaking and writing)

Customer Support Advanced Programs Lead Resume Examples & Samples

Provide design influence analysis to assess supportability impact of new/existing designs
Assist in defining/developing O-level and D-level maintenance concepts for each engine program
Utilize MIL-STD-1388-2B database to provide logistics support analysis on various engine hardware
Perform procedural maintenance task analysis (remove & replace, repair, fault isolation, etc.)
Gather and document reliability, maintainability and safety projections
Identify tooling, support equipment and other logistics requirements
Provide inputs for level of repair analysis
Assist in defining/developing depot level tech data
Define scope of depot tech data requirements
Assist with identification and setup of tech data authoring system
Develop and/or direct the development of depot level maintenance source data
Provide technical logistics support to flight test and the field, as required
Coordinate hardware disposition and investigation activity
Extensive knowledge of military engine customers and customer support functions and processes as he/she will be the prime CSE focal point for each of the program(s)
Excellent communication and presentation skills as well as the ability to work in a teaming environment
Self-starter who is highly focused on meeting deliverables while requiring minimal daily direction
Knowledge of, and ability to work across, various customer support disciplines

Skilled Support Advanced Resume Examples & Samples

Be the technical leader for troubleshooting efforts on assigned equipment
Electrical and mechanical repairs including: troubleshooting, repair/replacement of components, procurement of repair parts, reinstallation, and start-up
Possess the ability to interpret mechanical, electrical, and piping drawings / schematics
Possess a good working knowledge of coolants and lubricants and their use on the shop floor
Demonstrate a detailed understanding of the OSHA requirements for Electrical Safety and for Lockout/Tagout
Guide the Predictive Maintenance Team, and ensure all targets are met for plant systems
Possess a good basic understanding of the operation of 4160, 480, 277, 220 & 110 volt AC circuits, three phase AC power, transformers, electrical controls, electrical distribution, the relationship between voltage, current & resistance, motor controllers, contactors, starters & relays, DC & AC motor operations, etc
Possess a good basic understanding of the operation and installation of pumps, motors, power transmission equipment, gear boxes, mechanical drives, bearings, hydraulics, pneumatics, plumbing, etc
Possess a good basic understanding of Heating, Ventilation, & Air Conditioning (HVAC) systems, chillers, fans, louvers, and associated controls
Possess a good basic understanding of the installation, operation, and maintenance of complex industrial electrical distribution systems including transformers, circuit breakers, buss ducts, tap boxes, conduit runs, buss plugs, buss drops, motor control centers, main machinery disconnect wiring, control wiring, fuses, etc
Possess a good basic understanding of the National Electrical Code and the National Fire Protection Association (NFPA) Fire Protection Codes
Lead efforts to maintain, troubleshoot, repair, and PM any or all of the following equipment and systems
Building & Grounds
HVAC Systems & Chillers
Chill Water Systems & Process Cooling Water Systems
Coolants support equipment and distribution systems
Machine Lubrication Systems
Fire Protection Systems
Plant Air System and Air Compressors
Potable & Service Water Systems
Lighting, Receptacle, Fire Monitoring, and Security Systems
Battery Chargers, Diesel Generator, and Back Up Power Supplies
Building Automation & Computer Network Systems a plus
Other miscellaneous systems and equipment
O High School Diploma or equivalent

Advanced Tech Support Resume Examples & Samples

· Resolve technical requests from customer for product and solutions effectively within fixed timeframe
Understand, evaluate and reproduce received technical questions, determine the causes and convey the solution to reported problem
Creating and managing knowledgebase based on validated solutions
Ready to assist on onsite intervention when solving non standard or critical issues
Min 5 years hands on experience in programming and commissioning of different OEM's application (Machines ( Packaging, Hoisting, Textile, Pumping, Material Handling, HVAC.. etc) and Drives Applications (Process line, Hoisting, Crane, Fan/Pump etc.)
Sound knowledge of functioning and application of Variable Frequency Drives, Induction Motor, Servo Motors, Servo Drives, Stepper Motors and Stepper Drives
Knowledge of various PLC programming languages such as CoDeSys and IEC programming languages
Understanding of various Network/Data Communication such as CANOpen, Profibus DP, Profinet, Modbus TCP/IP, Ethernet/IP, Modbus RTU including wireless communication medium such as GSM/GPRS, Network Service Provider (NSP) and Client Server Architecture
Hands-on experience and wide understanding of Schneider Electric products, solutions and engineering concepts would be an advantage

Specialist, Advanced Technical Support Resume Examples & Samples

Work with TOC, BPS Help Desk, and local technical staff to investigate, assess, and resolve issues
Advanced knowledge of billing system and troubleshooting tools, such as ICOMS, OMSE, ATG, Unified, Arris
Ensure reliable exchange of information between other departments and field personnel
Expertise level Phone, HSD, and Video troubleshooting abilities
Ability to support the department efforts 365 days, including holidays
Project a positive attitude and be a team player

Advanced Life Support Technician Resume Examples & Samples

Participates in the provision of safe and effective care appropriate for the age of the population served according to regulatory requirements
Assists the registered nurse in the care of the patient at the bedside which may include ensuring safety precautions, ambulating patients, and providing assistance with activities of daily living (ADLs)
Performs and documents a quick sort triage function with emphasis on airway, circulation, and pain
Collects and documents accurate information for medical and legal purposes which may include but is not limited to medication history, social history, past medical history, and chief complaint
Assists with prioritizing department needs and maintaining efficient operations. Assists by transporting monitored or unmonitored patients to various departments/tests as appropriate or accompanying an RN during the transport of a patient
Proficiently performs the following skills/procedures and utilizes critical care equipment as needed which include but are not limited to the following: monitors/defibrillators, EKG, specialized IV access, cardiac monitor interpretation, blood draws and appropriate labeling, legal blood draws, computer entry, medical equipment operation, oxygen therapy via nasal cannula, mask of bag valve, urine drip test, blood glucose test, point of care testing, obtaining and monitoring vital signs, suture set up and prep, application of medications within scope, dressings or tube gauze to wounds or burns, application of steri-strips, irrigation, insertion of foley catheter, and use of and monitoring of soft and leather restraints
Manages basic inventory and performs tasks related to storage, issue, and replacement of supplies

Advanced Technical Support Engineer Resume Examples & Samples

Manage integration of projects/upgrades into the Network
Drive complex outage from a technical side and restore the services in synchronization with the customer, partners and Technical Support Operations
Resolve incidents within defined time period, and escalate unresolved incidents to Technical Support Operations, Outside Equipment Manufacturer (OEM), third-party providers, etc
Ensure successful implementation of permanent fixes in the network by creating emergency Change Request Board (CRB) according to customer-defined procedures
Provide support to Network Analysts with respect to training on new features or technologies; lessons learned expert trouble-shooting advice etc
Test products/services/improvements/bug resolutions for integrated hardware/software systems
Integrate SW/HW build-controlled productions releases (i.e., “patch”, maintenance deliveries, additions)
Problem identification by identifying recurring incidents

Advanced Technical Support Engineer Resume Examples & Samples

Provide highest standard of technical support, develop personal technical expertise
Develop company knowledge resources
Increase customer satisfaction, refine customer management skills
Advance reputation of the company
Diploma/Degree in Electrical, Electronic, Power, Process Automation, Mechatronic, Chemical, Software or Computer Engineering, or Trade Qualification with relevant experience
Product specific training and Training qualifications desirable
Experience in electrical engineering and installations, technical fault finding and control systems Knowledge of communication protocols
Computer literate, Excellent written and spoken abilities, Technical fault finding skills, Data analysis, Awareness of electrical standards

Support Engineer for Advanced Secure Support Resume Examples & Samples

Become a valuable member of the Advanced Secure Support delivery team able to manage customer situations and cases and work on customer specific infrastructure scenarios
Provide Secure Support Setup service in close cooperation with Global Secure Customer Interaction
Manage the day to day operation and delivery within the local secure hub
Technical exception handling in the infrastructure delivery of Secure Support Services
Aid customers for all security topics dealing with standard or customer specific remote access to customer systems
Actively drive the communication and follow up with the customer on the functional and technical level taking into account the Secure Support Services delivery constraints
Interact with different SAP units (Corporate Security, SAP IT SAP DC Services…) and front office roles (TQM, EA, ESA, Consulting Project Lead, etc.)
Work in close cooperation with the technical infrastructure GFM in Germany for the customer-focused implementation of infrastructure related features of Advanced Secure Support
Responsibility for installation, configuration, administration, and support of secure LAN/WAN systems for Advanced Secure Support customers worldwide out of a high secure environment
At least 3 years of experience in IT-operations, IT-network security and/or IT-consulting roles
Base knowledge of SAP Products, such as SAP NetWeaver, SAP CRM, etc
Existing security clearance will be an advantage in selection process
Good understanding of technical feature of Secure Support Services (such as Router, WTS, Secure Room, TCP/IP, IPsec, etc.) and the SAP Remote Connectivity framework
Team worker to collaborate with customer IT staff, Account Executives, as well as with SAP IT and SAP DBS colleagues
Good customer consulting with strong customer facing experience
Strong interpersonal skills and assertiveness
Systematic, communicative, and creative focus
Fluent in English and German, additional French language skills considered an advantage
Willingness to go through GERMAN security clearance process

Senior Principal Advanced Support Analyst Resume Examples & Samples

Oracle RDBMS (11gR2 and 12c)
Oracle Data Integrator (ODI)
Oracle Lifecycle Management
Oracle Streaming and GoldenGate
Oracle Advance Security

Senior Principal Advanced Support Analyst Resume Examples & Samples

Oracle WebLogic Server 11g and 12c R2
Oracle Enterprise Manager 13c
Oracle Web Tier 11g R1 and 12c R2
Oracle Identity Management Suite 11g R1
Oracle Identity Access Management Suite 11g R2
Oracle WebCenter Portal 11g R1 and 12c R2

Advanced Technical Support Engineer Resume Examples & Samples

Handle escalated Technical Support cases
Provide remote assistance and on-site support to Crestron’s dealers and customers while working to resolve technical issues that are not able to be efficiently resolved through typical phone support channels
Stage dealer projects and programs in the process of reproducing and resolving the reported issues
Review project designs and programming to ensure they conform to best practices
Gather logs, packet captures, and any other data necessary to effectively understand and ultimately resolve customer concerns
Perform site surveys to verify installations meet industry and Crestron standards
Maintain a high-level of professional communication with our dealers and clients throughout the processes of resolving their technical issues
Clearly define and communicate how the customers concerns will be addressed and effectively manage expectations
Facilitate formal customer communication
Communicate schedules
Provide status updates
Prepare project trip reports
Identify the need for resources, and subsequently take on team management responsibilities in relation to the resources available to resolve each case
Proactively identify potential conflicts and delays, and work to manage and mitigate project risks
Liaison with sustaining engineers and product line Technical Managers as required to resolve customer concerns
Clearly documents all case work through the case tracking system
Provide regular updates on the status of assigned cases to management
Ensure all customers receive world-class support
Nationwide Travel up to 40-60%. May include occasional travel to Canada and other international destinations
Bachelors in EE or CS degree preferred, not required. Crestron programming certification or equivalent experience is highly desirable
DMC-E credited engineer with experience designing, installing, and commissioning large scale distributed digital video technologies is highly desirable
Broad understanding of Ethernet networking technologies and protocols as they pertain to residential and commercial AV systems integration. CCNA or similar networking certification is highly desirable
Self-starter with proven ability to constantly learn new software and hardware technologies and an ability to quickly put that learning into practice in support of highly visible real-world projects
Demonstrable experienced with several of the following: C#, Microsoft PowerShell, BacNET/IP, and SIP/VOIP preferred
Experience with Crestron’s proprietary software development tools, including Simpl Windows, Simpl+, Simpl#, D3Pro, Crestron Studio
Familiarity with Unified Collaboration, Video Conferencing, Conference and Board Room presentation systems. Proficiency with, and knowledge of, streaming video protocols and technologies including H.264/H.265, Multicast and Unicast RTSP. Experience with industry leading audio DSPs as applied to AV systems integration
Experience with integrating residential and commercial technologies including, Lighting, HVAC, Distributed Audio/Video, Security and Surveillance Systems
Excellent written and verbal communications skills.This is a customer facing position and the ideal candidate will be able to communicate clearly and effectively while remaining focused on exceeding customer expectations

UAT Analyst / Advanced Tech Support Resume Examples & Samples

3-5 years Advanced application support Tier 3 experience
2-6 years of UAT / QA experience
Knowledge of accessing device system logs and be able to navigate and identify malfunctions
Experience in handheld devices is a plus but must have experience with webbased application systems
Functional knowledge of Salesforce and TFS
Excellent attention to detail and organizational skills
Strong problem solving skills and a willingness to delve deeply into complex issues
Ability to focus and prioritize in a fast paced environment
Exceptional communication, interpersonal and customer service skills
Must be able to create reports in excel and comfortable with pivot tables
Proven track record in client facing roles managing various stakeholders of the project/program
Generate report metrics from SF and TFS as needed by management
Ability to collaborate with cross-functional departments
Willingness to be extremely flexible and operate in the company’s best interests
Ability to develop strong working relationships with customers, co-workers and 3RD party installation partners
Bachelors in Computer Science or related IT field, or equivalent education or work experience
Knowledge of the UAT testing methods: integration, user acceptance testing. Ability to perform root cause analysis
Excellent communication skills (verbal and written)
Tier 3 customer support
2-6 years UAT / QA Experience
Strong analytical skills with a keen attention to detail
Knowledge of TFS, JIRA, Sales Force, CRM or other Project Management tools

Advanced Technical Support Engineer Channel Managed Print Services Resume Examples & Samples

Rapid response to HP Printing partners complex technical issues – both remote and on-site
Reacting to A3 Printing technical support request from the Customer Relationship Team (CRT), Business Escalation Team (BES), CS Management, business partners etc
Regular scheduled account visits to discuss partner needs, issues and progress
Identification of training needs and delivery/management of training events – this for NPIs and current products
Contribute to ensure the technical readiness of support partners who deliver support services for HP products – Channel, MPS, Direct Business. This will include reviewing feasibility of new product introduction plans for EMEA and refining and delivering new and current product training
Collaborate with the GBU, GSE, field operations, repair partners and any other stakeholders to continuously improve the support experience at optimal cost
Be the focal point for collecting, documenting and sharing product technical knowledge with EMEA A3 partners (issues, solutions etc.)
Analyse SNPS and operational data (eg Backlog, SNiC) to identify issues, define root causes, propose solutions and develop corrective action plans, engaging relevant HP resources, as required, and with a focus on issue prevention
Rapid response to the CMPS/A3 Printing partners complex technical issues – both remote and on-site and including sw and fw
Contribution to business retention and growth by providing any necessary technical support, which may go beyond post-sales support boundaries
Integrate technical knowledge and business understanding to create solutions for Partners by collaborating with other internal functions and GBUs when necessary
To be completed by hiring manager

Rep-advanced Technical Support Resume Examples & Samples

Troubleshoot issues on customers sites
Install and configure the WAF
Customer support via ticket and email

Advanced Technical Support Resume Examples & Samples

Website Cleanup & Troubleshooting
Code Reading to determine if a particular file is malicious or not
Feeding our system with new findings to improve our automation process

Advanced Technical Support Resume Examples & Samples

Website cleanup and troubleshooting (this role will resolve customer issues through support tickets)
Code reading to determine if a particular file is malicious or not
Troubleshooting customers websites with WordPress, Joomla, Drupal and other CMS software
Writing regular expressions "regex"

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