Client Support Engineer Resume Samples

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Z Fisher

Zetta

Fisher

934 Gerhold Path

Phoenix

+1 (555) 796 4976

934 Gerhold Path

Phoenix

Phone

p +1 (555) 796 4976

Experience Experience

San Francisco, CA

Client Support Engineer

San Francisco, CA

Zboncak-Will

San Francisco, CA

Client Support Engineer

Manage cases via daily queue and workload management and handle escalations
Owns and manages personal caseload and performs callbacks and case follow through as defined by the Case Management Guidelines
Work with Advertising Operations staff, Account Managers, Engineering, and Product Managers to debug and troubleshoot ad campaign setup problems
Provide second level support and escalate software defects to Product Development
Research and troubleshoot issues involving all aspects of the Asset Performance Management
Network infrastructure, performance troubleshooting, load balancing
Establishes priorities and communicate rationale and time frame clearly to customers. Overcomes constraints to meet established deadlines

Detroit, MI

IT Client Support Engineer

Detroit, MI

Thompson-Kuhlman

Detroit, MI

IT Client Support Engineer

Lead and take part in desktop and infrastructure projects and service improvement activities across HRE, providing supporting administration and documentation
Provide desktop computing 1st & 2nd line support and problem management in a technical and organisationally complex environment
Networking – DNS, DHCP, File sharing, Printing, LAN/WLAN
To be involved in Hitachi Rail Europe’s staff development and training and participate in PDP procedures
Mobile Device Management
Wintel Hardware - PC Management -– PC build automation
To comply with and implement Hitachi Rail Europe’s Health and Safety policy

present

Dallas, TX

Spotfire Client Support Engineer

Dallas, TX

Sipes-Mann

present

Dallas, TX

Spotfire Client Support Engineer

present

Identify ways to improve our internal metrics (e.g. solve problems for managers that haven't been solved yet, or create more elegant and accurate dashboards for existing solutions)
Manage/monitor high-severity issues and escalations within your team to assure focus remains on the highest priority issues and keep management informed of any potential problems
Accurately and completely document problems, solutions, and defects in the Support call tracking system and in the bug tracking system (Salesforce Service Cloud and JIRA)
Provide guidance and assistance to partners and customers with implementation and use of the TIBCO Spotfire and related products
Provide email/GoToMeeting/phone consultation to troubleshoot, debug and solve customer’s issues
Create customer self-service content, e.g. in the form of knowledge base articles, community forum posts
Contribute to, and challenge, management initiatives

Education Education

Bachelor’s Degree in Computer Science

University of Southern California

Bachelor’s Degree in Computer Science

Skills Skills

Portrays a professional demeanor with the ability to establish and maintain effective business and client relationships
Extremely quality conscious and Attention to detail in handling, tracking and documenting technical issues
Basic knowledge of system and database administration principles
Knowledge, exposure, and/or experience through academic or professional work in the following
Basic knowledge of SQL Queries
Good knowledge of Learning Management Systems (in particular Moodle)
Knowledge of source code management is desirable
Basic knowledge of web technologies (HTML, CSS, Javascript, HTTP)
Strong problem solving ability
Bilingual and able to read, write and speak Spanish proficiently

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11 Client Support Engineer resume templates

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Senior IT Client Support Engineer Resume Examples & Samples

Lead and support Starz key identified projects including but not limited to technology evaluations, rollouts and upgrades, with a specific focus on Apple workstation environments. Manage deliverables associated with a project by prioritizing, tracking, and completing assigned tasks
Provide excellent technical and customer service for executives’ IT needs at Starz and Liberty. Support executives during their travel, both domestically and internationally
Serve as technical escalation point for others on the team. Mentor non-senior members on technical skills and best practices
Understand business concerns and needs, and identify unique opportunities and assist in developing solutions for customer and company needs. The ability and commitment to provide superior customer service. The ability to communicate technical issues both orally and in writing. Proven ability to operate in high pressure situations and successfully handle multiple priorities while remaining positive and flexible
Diagnose current Apple, Windows, Android, telephony and other technology related hardware and software problems by asking accurate and concise questions in a professional and timely manner
In partnership with the Infrastructure team, perform the daily administration of local server environments including monitoring, backups and auditing
Create and maintain documentation for standard Technical Support policies, procedures, and practices. Develop how-to documentation, training material and FAQ lists for customers. Provide a weekly status report for current projects
Strong understanding of network technologies including DNS, mail transport, TCP/IP, network file systems, cabling topologies, gateways, bridges, routers, switches and interconnecting LAN/WAN. Experience with FileMaker preferred
Support hardware best practices, assist with the creation, updating and maintenance of system images, virtualization, system patching, anti-virus/spyware, application packaging
Respond to incoming requests (e.g., e-mails, dashboard alerts, chat, telephone calls, voicemail, or in person) and accurately identify, diagnose, prioritize, log and dispatch, escalate or resolve the service requests within established SLA standards. Enter and report technical problems, causes and solutions within the call logging software
Troubleshoot issues for problem recognition, research, isolation, resolution, and follow up for desktop, mobile, enterprise applications, local/networking printing, e-mail, connectivity, remote access, and hardware issues. Repair/replace hardware as necessary
Research and test new technology, hardware and software. Provide recommendations and assist in the implementation new technology
Participate in the On-Call rotation. Duties include being available 24x7 to respond to emails and phone calls during on call period
Exhibit strong work ethic and responsible behavior and must maintain confidentiality of information at all times. Ability to work in a fast-paced team environment, able to work unsupervised with good time management skills. Must be a self-starter and a self-motived individual
Bachelor’s degree with an emphasis in Computer Science, Computer Information Systems, or similar discipline, or equivalent combination of education and experience
Minimum five years technical experience in a desktop support/system administration environment supporting Mac/Apple workstations
Apple Certifications strongly preferred
Current Apple or Dell Hardware Certification or certification within six months of hire

Client Support Engineer Resume Examples & Samples

Proficient with multiple computer operating systems – UNIX/Linux and Windows
Experience with configuring multi-node environments which run Enterprise level applications
Experience with overall Application Server maintenance including Operating System installs and upgrades
Knowledge, exposure, and/or experience through academic or professional work in the following
Data networking knowledge to include routers, configuration, and operation
Familiarity with maintaining Application Servers in a Java application environment
UNIX and Windows NT administration skills
Basic knowledge of web technologies (HTML, CSS, Javascript, HTTP)
Struts, Tomcat and Weblogic a plus
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Client Support Engineer Resume Examples & Samples

Support clients via telephone and the web while resolving their issues related to Blackboard products and related technologies
Troubleshoot product and managed hosting environment issues to determine the problem root-cause(s) and solutions
Effectively account manage one or more critical clients who require a period of focused management, including the coordination of multiple issues internally or externally
Liaison with Operations team who deploy, configure and maintain client environments within Managed Hosting
Author and edit technical documents (Knowledgebase wiki articles, FAQs, and resolutions)
Mentor Level I staff on technical troubleshooting
Undertake technical and departmental projects as assigned
Maintain and drive strong process and policy adherence
Participate in after hours call rotation
4 + years of Red Hat experience or other Linux / Unix operating systems
Oracle database administration knowledge including troubleshooting, configuration, and tuning
Understanding of Internet application technologies including; HTML, XML, Internet protocols, networking, firewalls, IIS and/or Apache web server configurations and security
Familiarity with Java application environment
Problem-solving skills in complex web environments
Strong knowledge of system and database administration principles
Bachelor's degree in Computer Science or Information Systems preferred
Ability to replicate, diagnose and resolve problems
Focused and detailed in handling, tracking and documenting technical issues
Excels in Customer Service and understands “Customer First” philosophy
Experienced in a self-directed work environment

Tier, Client Support Engineer Resume Examples & Samples

Support clients via telephone and the web while resolving their issues related to Blackboard Connect products and related technologies
Troubleshoot product and SaaS environment issues to determine the problem root-cause(s) and solutions
Fault reproduction and troubleshooting, system characterization and analysis, root cause analysis of product issues, bug tracking and resolution
Ensure that critical production systems are accessible and available 24x7x365
Manage cases via daily queue and workload management and handle escalations
Provide second level support and escalate software defects to Product Development
Focus on delivering a positive client experience by actively supporting the client and keeping them up to date throughout the lifecycle of the case
Document data into the internal CRM systems
Develop specialty areas of expertise to become in-house SME for those specialties
Bachelor's degree in Computer Science or Information Systems preferred or 2+ years related work experience
Strong understanding of SQL Queries
Strong knowledge of the software development life cycle
Strong team player with excellent communication skills and customer interaction skills
Demonstrates leadership and initiative
Portrays a professional demeanor with the ability to establish and maintain effective business and client relationships
Advanced MS Excel formula skills a plus
Experience with PerfMon, VXML, CCXML, .NET and C# preferred

Client Support Engineer Resume Examples & Samples

Provide multi-level troubleshooting and technical support to Level 1 Client Support Engineers via phone and email
Work closely with new/existing external customers on more complex technical issues as well as act as interface between clients and product development, engineering and third party vendors
Work closely with Product Development and Implementation teams to resolve client issues
Draft, review, and issue product bugs/fixes into the Knowledge Base Open Case(s) using client ticket tracking system
Microsoft SQL Server knowledge – reading and understanding Transact-SQL code
Business Intelligence or analytical reporting software experience
Proficiency in Windows Server operating systems
Demonstrated communication skills, analytical and problem solving skills, and short-term and long-term planning skills
Experience with the Microsoft Business Intelligence stack including

Senior IT Client Support Engineer Resume Examples & Samples

Administer client facing systems, including but not limited to desktop monitoring tools, mobile device management solutions, thin client solutions, anti-virus/spyware tools and Jr. Exchange and Active Directory administrative duties
Create and maintain system images, desktop and application virtualization, perform enterprise-wide system patching for OS and standard applications, automate software application deployment and create application packages
Lead and support Starz key identified projects including but not limited to rollouts and upgrades. Manage deliverables associated with a project by prioritizing, tracking, and completing assigned tasks
Researching and testing new technology, hardware and software. Recommend and help implement new technology
Serve as technical escalation point for others on the team. Mentor senior and non-senior members on technical skills and best practices
Understand business concerns and needs, and identify unique opportunities and assist in developing solutions for customer and company needs. The ability and commitment to providing superior customer service. The ability to communicate technical issues both orally and in writing. Proven ability to operate in high pressure situations and successfully handle multiple priorities while remaining positive and flexible
Diagnose current Windows, Apple, Android, telephony and other technology related hardware and software problems by asking accurate and concise questions in a professional and timely manner. Perform and participate in problem investigations using root cause investigations
Document solutions for escalated incident tickets and cross-train team members on solution. Create and maintain documentation for standard Technical Support policies, procedures, and practices. Develop how-to documentation, training material and FAQ lists for customers. Provide a weekly status report for current projects
Strong understanding of network technologies including DNS, mail transport, TCP/IP, network file systems, cabling topologies, gateways, bridges, routers, switches and interconnecting LAN/WAN
Troubleshoot escalated issues for problem recognition, research, isolation, resolution, and follow up for desktop, mobile, enterprise applications, local/networking printing, e-mail, connectivity, remote access, and hardware issues. Repair/replace hardware as necessary
During times of high volume, respond to incoming requests (e.g., e-mails, dashboard alerts, chat, telephone calls, voicemail, or in person) and accurately identify, diagnose, prioritize, log and dispatch, escalate or resolve the service requests within established SLA standards. Enter and report technical problems, causes and solutions within the call logging software
Bachelor’s degree with an emphasis in Computer Science, Computer Information Systems, or similar discipline; Minimum five years technical experience in a desktop support/system administration environment; Strong understanding of network technologies including DNS, mail transport, TCP/IP, network file systems, cabling topologies, gateways, bridges, routers, switches and interconnecting LAN/WAN; And/or training; And/or equivalent combination of education and experience
Experience with Citrix software or other enterprise-level thin client solutions. Administration of Mobile Device Management experience preferred. Experience with ITIL best practices
Microsoft and/or Apple Certifications strongly preferred
Strong organizational skills and ability to prioritize work to meet deadlines
Exhibit strong work ethic and responsible behavior and must maintain confidentiality of information at all times

Client Support Engineer Resume Examples & Samples

Proficiency in programming in an Object Oriented language, preferably Java
Experience with configuring multi-node environments that run Enterprise level applications
Proven ability to configure and maintain a Load Balanced environment
Extensive experience with overall Application Server maintenance including Operating System installs and upgrades
Successful completion of courses covering or have work experience with the following

Client Support Engineer Resume Examples & Samples

Provide mutli-level troubleshooting and technical support to Tier 1 Technical Support Engineers via phone and email
Work closely with new/existing external customers on more complex technical issues as well as act as interface between clients and product development/engineering/third party vendors
Work closely with Product Development and implementation teams to resolve client issues
Provide fault reproduction and troubleshooting, system characterization and analysis, root cause analysis of product issues, bug tracking and resolution
Represent Client Support department in various product meetings or reviews, with both internal product management teams as well as external clients
Manage technical contributions of other engineers assigned to the project and provide cross-training to other client support engineers
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Client Support Engineer Resume Examples & Samples

Commerce Management: facilitates campus ID card issuance, cashless payment processing, account management and reporting on-campus, off-campus, and online
Security Management: monitors all campus activity using integrated door access control, video surveillance and mass notification capabilities
Receives and records incident related information using a variety of tools, techniques and procedures
Conducts analysis, gathers information (i.e. click steps, logs, screen shots), troubleshoots and resolves or recommends resolutions to moderately complex customer problems. Uses judgment within defined practices and procedures. Issues to be resolved require a broad range of troubleshooting skills related to: software functionality / hardware configuration, and general technical issues as pertaining to Blackboard Transact
Provides exceptional client management inclusive of excellent communications, responsive follow through, and advocacy for client issues within internal departments
Provide technical guidance and consulting on business rules and technology to clients
Design, configure, test and implement solutions to satisfy client needs using best practices and development methodologies
Perform installation, integration and configuration of customizations
Deliver consultative training on customized solutions
Deliver training on Transact software and hardware
Actively participate in client consultations that range from 1 to 5 days, or longer
Establishes priorities and communicate rationale and time frame clearly to customers. Overcomes constraints to meet established deadlines
Create written documentation for all software engineering phases as required
Manages customer expectations through to successful completion and user satisfaction
May work directly with other support teams, as needed to resolve customer issues and request enhancements for our products
Maintains solid customer relationships by handling their questions and concerns with speed and professionalism. Is accessible and available to multiple customers
Actively contributes to a growing knowledge network that improves the effectiveness of our team and the information available to our clients
2 years of experience in a technical role or education in technical subjects
Excellent skills in troubleshooting software product configuration, installation, deployment and usage issues
Demonstrated team-playing skills, communication, analytical and problem solving skills, and short term and long term planning skills
Minimum of a Bachelor's degree in technical-related field or equivalent experience
Demonstrated ability to accept feedback, engage in self-reflection and transform that process into performance improvement
Fluency in written and spoken English are required
Minimum of 3-5 year of experience in a consulting or advanced support role
Previous experience in the education industry or e-commerce technologies
Previous experience with campus Commerce, e-Commerce and/or card solutions

Client Support Engineer Resume Examples & Samples

Uses knowledge and skills to address customers’ needs and resolve problems within existing specifications and standards; unusual problems which may require exceptions to procedures or processes are referred to a more senior engineer
2 years of experience in a technical support role
Strong organizational and multi-tasking skills are essential

Client Support Engineer Resume Examples & Samples

Support clients via telephone and the web, primarily those located in Korea, while resolving their issues related to Blackboard products and related technologies
Participate in after-hours call rotation
Bilingual Korean/English language skills required, both speaking and in writing
Portrays a professional demeanor with the ability to establish and maintain effective business and client relationship

Client Support Engineer Resume Examples & Samples

Configure transaction system to client specification for new meal plan and declining balance processing service launches
Manage pre and post-semester meal plan data file acquisition and plan configuration
Manage client interaction and communications for assigned new program launches
Support CRMs in launch and management of new client programs
Monitor and report daily on system health and transaction processing KPI’s
Support students, parents and other card program stakeholders by phone & email with account management, value transfer and general help and information
Manage and process daily payments and refund requests
Troubleshoot terminal operations with card-accepting locations
Manage client-specific card production and fulfillment jobs
Support US Bank customer service queue and operations
Strong communication, interpersonal and written communication skills
Customer Service and/or Technical Support experience
Competence with Office software suite; spreadsheet proficiency valued
Proven Project Management skills
Proactive/Positive work ethic; goal and solution oriented
Effective multi-tasking and problem solving

Client Support Engineer Resume Examples & Samples

Work with Advertising Operations staff, Account Managers, Engineering, and Product Managers to debug and troubleshoot ad campaign setup problems
Run ad hoc SQL queries and pull reports from third-party systems
Investigate data and reporting discrepancies
Train end users on features and functionality of in-house and third-party systems
Facilitate planning and communication with clients, partners, and other third parties
Facilitate planning and communication with Ad Ops, Account Management, and Sales staff
Translate technical issues and concepts related by engineering staff into plain English, and vice versa
Create training documents for campaign setup and modification process
BS degree with a background in science, engineering, or mathematics
Experience in a customer-facing role
Outstanding communications skills
Experience with relational databases and SQL
Experience with HTML and HTTP
Self-starter who can work and investigate with minimal guidance
Experience in advertising technology preferred
Experience with ad tech platforms like AppNexus, Google Double-Click for Publishers, HasOffers, Rubicon a plus

Senior Technical Client Support Engineer Resume Examples & Samples

Client Support-As client advocates, provide technical support to clients on application issues with the ACH suite of products. Support is during both regular business hours, and also consists of after hours on-call support. Mainframe & Distributed Application are supported for both external and internal Clients. Available for after hours and weekend support if and when necessary
CPT/PDLC -Independently track and report defects identified; work closely with software engineering staff, QA, Product. Reports system errors, defects or failures, as identified during client contact to the appropriate Agile Delivery Teams and constant contact with assigned CPT groups and/or technical support staff or engineering group; offers creative "work arounds”. Work with engineers to resolve defects and issues. Practice continuous Quality improvement by providing on going root cause due-diligence. Interpret data, and interface with CPT teams and development teams and management
Case Management -Document all client interactions, reported problems, custom modifications, and product enhancement requests in the client tracking database. Compose resolutions of creative solutions for assigned products and workarounds to problems and know issues for the client support information database. You will utilize available resources, tools, and team members to acquire and disseminate information. Ability to execute test cycles for re-creating client issues. Track and review test results in the support test environments. Accepts ownership and remains accountable for assigned client issues. Keep clients abreast of problem status, set very clear and measurable client expectations and provide timely follow-up to clients on a daily basis
Maintains current knowledge of company products and upgrades by reading product literature and technical documentation, attending internal/external training classes, and reading industry publications
Collaborate with delivery team and across the business as necessary to deliver business value
Strive to foster a professional and productive team environment by working with others to achieve the goals of the team and department. Demonstrate a strong work ethic and cultivate trust in establishing positive work relationships departmentally and corporate wide
Assist in application scoping by offering advice and insight into quality assurance efforts
Participate with engineers and other technical resources as active members of the development project team throughout the development lifecycle, both on-shore and off-site
Participate in functional and technical meetings as needed representing support in a SME role, from the beginning of the project through the entire life cycle for on-going Product CPT Deliverables
5+ years of experience using Java or C#
3+ years of experience using relational databases DB2, Oracle, or SQL server
3+ years of experience in XML and HTML
2+ years of experience using application sever WebLogic or WebSphere
5+ years of experience in a production support role
Working knowledge of .NET framework
Demonstrated experience with financial payment systems and/or the ACH network
Understanding of network topologies
Demonstrated troubleshooting skills
Working knowledge of COBOL, TSO, and CICS
Working Knowledge of the Fiserv ACH suite of products (PEP+, Exchange, etc.)
Knowledge of Software and Product Lifecycle methodologies
Functional and systems regression test experience
Working knowledge of agile methodology
Positive attitude with a solution oriented communication style
Personal accountability and sense of urgency
Prior working experience in a matrix organization
Percentage/frequency of travel up to 15%

Senior Technical Client Support Engineer Resume Examples & Samples

Client Support- As client advocates, provide technical support to clients on application issues with the ACH suite of products. Support is during both regular business hours, and also consists of after hours on-call support. Mainframe & Distributed Application are supported for both external and internal Clients. Available for after hours and weekend support if and when necessary
CPT/PDLC -Independently track and report defects identified; work closely with software engineering staff, QA, Product
Reports system errors, defects or failures, as identified during client contact to the appropriate Agile Delivery Teams and constant contact with assigned CPT groups and/or technical support staff or engineering group; offers creative "work arounds”
Work with engineers to resolve defects and issues. Practice continuous Quality improvement by providing on going root cause due-diligence. Interpret data, and interface with CPT teams and development teams and management
Case Management -Document all client interactions, reported problems, custom modifications, and product enhancement requests in the client tracking database
Compose resolutions of creative solutions for assigned products and workarounds to problems and know issues for the client support information database. You will utilize available resources, tools, and team members to acquire and disseminate information
Ability to execute test cycles for re-creating client issues. Track and review test results in the support test environments. Accepts ownership and remains accountable for assigned client issues. Keep clients abreast of problem status, set very clear and measurable client expectations and provide timely follow-up to clients on a daily basis
5+ years of experience with COBOL, TSO, and CICS
Working knowledge of Java or C#
Working knowledge of XML and HTML
Working knowledge of application severs WebLogic or WebSphere
Possesses strong time management and organization skills
Ability to work independently and collaboratively. Excellent interpersonal, time management, decision making and organizational skills required

Client Support Engineer Resume Examples & Samples

Responds to customer requests via phone and email
Owns and manages personal caseload and performs callbacks and case follow through as defined by the Case Management Guidelines
Research and troubleshoot issues involving all aspects of the Asset Performance Management
Troubleshoot and identify product problems for presentation to engineering or Cloud infrastructure teams for resolution or disseminates appropriate information necessary to correct configuration issues
Creates content for the Technical Support Knowledge base
A strong dedication to quality customer service
Proven ability to learn new technologies and software quickly
Exceptional ability to rapidly diagnose, reproduce and solve complex customer problems
Exceptional multi-tasking skills. Ability to organize and execute on multiple high priority situations simultaneously
Exceptional troubleshooting, customer service and analytical skills
Sets an example in terms of quality, consistency and level of work, as well as work ethic and approach
Positive attitude when dealing with customers and co-workers. Strong common sense and logical reasoning skills
The ability to quickly reproduce a customer problem, isolate cause, and drive resolution is critical to this role as is in-depth technical, application and domain knowledge
Strong customer, situational and time management skills
Familiarity with remote monitoring and diagnostics solutions and concepts
Experience in Power and Oil and Gas industries a plus

Senior Client Support Engineer Resume Examples & Samples

Minimum 1 year experience supporting Blackboard Transact’s core product
Associates degree in technical discipline is a plus
Excellent customer facing, verbal and written communication skills
Analytical, methodical, detailed individual
Strong desire and passion for learning new technologies, investigating technical problems and helping customers
General office environment. Some stress may occur at times
Comfortable troubleshooting technical issues via phone/email/chat
Strong leadership and mentoring skills
Regular and predictable attendance is an essential function of the job
Professional certification MCSE or equivalent

Client Support Engineer Resume Examples & Samples

Provide support to nominated contacts and act as an interface between clients and other technical teams
Develop and document support processes and procedures
Identify, research and resolve complex technical problems
Respond to support requests quickly and professionally using our client ticket tracking system
Provide functional support
Develop bug fixes
Good web development skills (PHP, HTML, CSS, Javascript, AJAX)
Good knowledge of SQL databases (PostgreSQL preferred)
Familiarity with Linux / UNIX environments
Basic understanding of networking (TCP/IP, Routing, Firewalls etc)
Ability to operate with minimal supervision
Ability to work well as a member of a team
Customer focussed with an understanding that both internal and external customers require you to meet their needs in a professional and understanding manner
Relevant tertiary qualifications or equivalent commercial experience
Knowledge of integration technologies such as SOAP, REST, LDAP etc is a plus
Knowledge of source code management is desirable
Good knowledge of Learning Management Systems (in particular Moodle)
Experience working in or with a University,TAFE or RTO will be highly regarded

Client Support Engineer Resume Examples & Samples

Conducts analysis, gathers information (i.e. click steps, logs, screen shots), troubleshoots and resolves or recommends resolutions to moderately complex customer problems. Uses judgment within defined practices and procedures. Issues to be resolved require a broad range of troubleshooting skills related to: software functionality, hardware configuration, and general technical issues as pertaining to Blackboard Transact, focusing primarily on the areas around door access, security, and specific hardware
Uses knowledge and skills to address customers’ needs and resolve problems within existing specifications and standards. Unusual problems which may require exceptions to procedures or processes are referred to a more senior engineer
May work directly with other support teams to resolve customer issues and request enhancements for our products
Distinguish between commerce and security issues and create or reassign cases to the appropriate queue
Assists with commerce issues, including case assignments, as required by management and team leads
1 year of experience in a CSEI support role
Excellent skills in troubleshooting door hardware, wiring, software product configuration, installation, deployment and usage issues
Demonstrated ability to accept feedback, engage in self-evaluation and transform that process into performance improvement

IT Client Support Engineer Resume Examples & Samples

Provide desktop computing 1st & 2nd line support and problem management in a technical and organisationally complex environment
Provisioning and disposal of client systems (PC / Tablet)
Administration of Authentication / Access Control systems (Active Directory, MDM)
Lead and take part in desktop and infrastructure projects and service improvement activities across HRE, providing supporting administration and documentation
Work with external service and support providers as required
To be aware of, and actively promote and implement Hitachi’s ethos, culture and values
To adhere to the Hitachi Rail Europe’s Equal Opportunities Policy
To undertake any other reasonable duties and responsibilities as may be required
Fluent written and spoken English. Strong Interpersonal skills, ability to communicate to business managers
Advanced level experience in providing 2nd line client PC systems support for a single site organization
Wintel Hardware - PC Management -– PC build automation
Win 7 – In depth knowledge of the OS
Office 2010 – Advanced Knowledge
Solid understanding and experience of administering the following…
Microsoft Back Office Systems (Active Directory / Exchange)
Remote Access systems
Networking – DNS, DHCP, File sharing, Printing, LAN/WLAN
Voice Systems
AV – end point protection – managing vulnerabilities

Spotfire Client Support Engineer Resume Examples & Samples

Provide email/GoToMeeting/phone consultation to troubleshoot, debug and solve customer’s issues
Understand the problems reported by customers and reproduce locally
Accurately and completely document problems, solutions, and defects in the Support call tracking system and in the bug tracking system (Salesforce Service Cloud and JIRA)
Investigate and provide workarounds as applicable
Create customer self-service content, e.g. in the form of knowledge base articles, community forum posts
Provide written and verbal consultations to debug customer issues of high-level complexity within product platform
Engage in technical and tactical discussions with Senior Support Engineers about how to approach technical problems
Help identify ways to make measurable improvements to our KPIs
Actively contribute to the User Community Forums
Actively contribute to the Knowledge Base
Identify ways to improve our internal metrics (e.g. solve problems for managers that haven't been solved yet, or create more elegant and accurate dashboards for existing solutions)
Identify gaps in your own skills as well as the Team’s skills and work towards filling in those gaps by actively seeking training in those skill areas or helping my manager to encourage others to seek training in those areas
Implement and promote use of consistent, efficient and quality processes (within the ITIL framework) to handle enterprise application support
Ensure compliance with company and customer QA policies, procedures and best practices
Create, maintain and assume accountability for a culture of high customer service
Track support cases through their life cycle with a focus on meeting established SLA’s
Work with R & D to escalate and track support cases that require software patches/ upgrades
Generate weekly/ monthly reports for both internal and external consumption on all support activities
Plan, allocate and manage support activities efficiently
Train and mentor Support Engineers and write KB articles when appropriate

Client Support Engineer Resume Examples & Samples

2-5 years of overall experience in relevant functional or technical roles. Undergraduate degree or equivalent experience. Product or technical expertise relevant to practice focus. Ability to communicate effectively and build rapport with team members and clients. Ability to travel as needed
Work with Implementation Teams, Engineering, Product, and System Operations to help triage and address client/production issues via email, phone and ticketing system with Opower clients
Act as a client-facing subject matter expert for all Opower products and services
Collaborate with vendors and subcontractors to provide seamless support experience for clients
Develop concise and thorough knowledge base articles for both external and internal audiences
Ensure support service level agreements (SLAs) are achieved and exceeded
Identify opportunities to help improve processes, documentation, and overall client experience
Deliver training sessions and webinars to Opower's clients
Ability to travel up to 15%
Flexibility to participate in a rotational on-call schedule

Robotics Client Support Engineer Resume Examples & Samples

Accurate and timely information of technical issues reported from our customers concerning products or applications
Root cause analyses
New solutions from the developers (R&D)
Corrective field actions and process for exchanges
Supplier and production quality issues
Presentations and reports to support customer as well as trust in ABB Robotics

Client Support Engineer Resume Examples & Samples

Monitor and evaluate alerts from our production applications, web and database servers
Participate in on-call/weekend support when needed
Strong knowledge of MS SQL Server 2005/2008
Experience in network administration and troubleshooting
Experience working directly with clients

Client Support Engineer Resume Examples & Samples

Working knowledge of Red Hat or other Linux / Unix operating systems
Understanding of Internet application technologies including; HTML, XML, Internet protocols, networking, firewalls, IIS and/or Apache web server configurations, security and Oracle database administration
Basic knowledge of SQL Queries
Basic knowledge of system and database administration principles

Client Support Engineer Resume Examples & Samples

Receive client issues via True Fit ticketing system regarding product functionality or inquiry
Serve as a first level of triage and work directly with clients on issues and concerns
Research to logically diagnose, develop path forward and respond with established timelines for basic issues
Evaluate and route intermediate to advanced client issues to the appropriate team
Collaborate with various True Fit internal teams
Monitor, manage and resolve client alerts via True Fit dashboard
Routinely update the client, following SLA guidelines, on active issues to gain additional information or to advise of status
Maintain working knowledge of products including new releases and new products
Escalate critical client issues to leadership level as necessary to ensure timely resolution
Effectively communicate with internal leadership stakeholders
Own and drive root cause analysis on basic issues
Maintain accurate, high-quality and timely documentation for all steps and activities undertaken in order to resolve client issues/questions
1-3 years of relevant experience
Strong problem-solving and analytical skills is a must
Excellent interpersonal and client facing skills
Ability to work productively in a fast-paced, ever-changing environment
Undergraduate degree in applicable field and/or relevant work experience

IT Client Support Engineer Resume Examples & Samples

Although the position is primarily based in Newton Aycliffe the candidate may be required to travel to other Hitachi locations in the UK
Minimum of 2 years providing 2nd line client PC systems support for a multi-site organisation (> 500 persons)
A high degree of competency in problem assessment and solving within an ITIL Support Service framework
Extensive practical experience in supporting a complex environment of desktops and business applications
A basic understanding of project management practices
SAP client - support, deployment
Familiarity with Cisco family of network products
Experience with scripting and IT automation
Knowledge of mobile platforms and integration with Exchange
Experience of Voice and Video Conferencing Systems

Client Support Engineer Resume Examples & Samples

Acting as the central technical resource within Blackboard MH Services for a small set of clients and maintain day-to-day knowledge of all activities and status of issues involving clients’ hosted environment
Troubleshoot product and managed hosting environment issues to determine the problem root-cause(s), issue work-around and solutions
Conducting systems audit and analysis on the performance of the client’s MH environments
Providing timely and detailed reports of infrastructure changes, service outages, or degradation of services; and issue resolution reports
Focus on delivering a positive client experience by actively supporting the client and keeping them up to date though out the lifecycle of the case
Document data into the internal CRM systems with extreme quality and accuracy
Bachelor's degree in Computer Science or Information systems preferred
2+ years of tech support preferred
Extremely quality conscious and Attention to detail in handling, tracking and documenting technical issues

Client Support Engineer Resume Examples & Samples

Support FactSet clients with issues related to installation, connectivity, slowness, crashing, Office Integration
Support FactSet clients on the phone, through email, instant messenger, or web filed issues
Create & follow support documentation

Associate Client Support Engineer Resume Examples & Samples

Support FactSet clients with issues related to installation, connectivity, slowness, crashing, Office Integration
Support FactSet clients on the phone, through email, instant messenger, or web filed issues
Create & follow support documentation

Client Support Engineer Resume Examples & Samples

Complete client Request for Purchase/Proposal (RFP), Security, and Due Diligence questionnaires, and similar inquiries
Gather and compile answers from internal subject matter experts
Securely send completed questionnaires and supporting documentation to clients
Create and follow support documentation

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