Enterprise Technical Support Resume Samples
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Enterprise Technical Support Resume Samples
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AB
A Barrows
Arch
Barrows
72629 Emard Mountains
San Francisco
CA
+1 (555) 575 8210
72629 Emard Mountains
San Francisco
CA
Phone
p
+1 (555) 575 8210
Experience
Experience
San Francisco, CA
Enterprise Technical Support
San Francisco, CA
Maggio Inc
San Francisco, CA
Enterprise Technical Support
- Recreates, identifies and provides input on unique or recurring customer problems
- Recreate, identify and provide input on unique or recurring customer problems
- Assists customers by diagnosing problems and providing resolutions for technical and service issues
- Working knowledge of at least two of the following: VMware, Hyper-V, Windows Server, Linux
- Solve Technical question related to Systems Management Software
- Review and distribute pertinent cross-functional information (e.g. Sales, Customer Care, Escalation Management, External Vendors)
- Answers questions about installation, operation, configuration, customization, performance, and usage of appliances
New York, NY
Enterprise Technical Support Analyst
New York, NY
Robel-Robel
New York, NY
Enterprise Technical Support Analyst
- Basic working knowledge of systems management software
- Work on highly complex customer technical issues requiring sound judgment in order to resolve problems and provide recommendations
- Perform case management functions to keep cases up to date and accurate
- Assist customers by diagnosing problems and providing resolutions for technical and service issues
- Provide input, recreate, and identify unique or reoccurring customer issues
- Knowledge of networking (including WAN topology, mixed LAN/WAN operating system environments, DNS/WINS/DHCP, firewall solutions and network load balancing)
- Devise creative and innovative approaches where established criteria do not exist
present
San Francisco, CA
Enterprise Technical Support Senior Analyst
San Francisco, CA
Predovic-Kassulke
present
San Francisco, CA
Enterprise Technical Support Senior Analyst
present
- Diagnosis & troubleshoot via telephone, for enterprise related issues within standard time frames (not necessarily issues affecting Dell Enterprise hardware)
- Escalation of issues to the Product Support team and/or Technical Support Manager in order to resolve the issue to the customer's complete satisfaction
- Analytical, articulate, result-oriented and provide excellent follow-up
- Maintain accurate call logging and tracking into Helpdesk Delta/DCSS/Copilot database
- A good knowledge on networking hardware and software troubleshooting
- Exposure & knowledge to the following technologies
- Collaborative work with Resolution Manager, Techncial Accoutn Manager Sales and other functionality on escalation of issues to the Product Support team and/or Technical Support Manager in order to resolve the issue to the customer's complete satisfaction
Education
Education
Bachelor’s Degree in Computer Science
Bachelor’s Degree in Computer Science
Chapman University
Bachelor’s Degree in Computer Science
Skills
Skills
- Ability to interact effectively with both non-technical users and highly technical users
- Excellent oral and written communication skills and the ability to provide outstanding customer service to internal and external clients
- Ability to identify, analyze and troubleshoot a wide range of technical issues in a professional and efficient manner
- Basic knowledge of Network protocols, RF, routers, Layer-2 switches, VPN, CWDM, HFC plant and system delivery, routing protocols/policies,WiFi & VOIP platforms
- Ability to sit and talk via the telephone for extended periods of time. Work inside throughout the year
- In depth knowledge of installation, configuration and administration of: Windows 7, 8 and Office packages
- Ability to prioritize and balance multiple tasks
- Good understanding of web based software application
- An ability to work collaboratively and make a significant contribution to the team
- Strong software troubleshooting skills and relevant log analysis
12 Enterprise Technical Support resume templates
Read our complete resume writing guides
1
Enterprise Technical Support Senior Analyst Resume Examples & Samples
- Assists customers by diagnosing problems and providing resolutions for technical and service issues
- Remains knowledgeable of Dell’s product line, current industry products and technologies
- With outstanding technical background on the mainstream networking products and technologies
- CCNP is required. CCIE certification is preferable
2
x Enterprise Technical Support Analyst Resume Examples & Samples
- Identifies and resolves issues affecting customer's servers, utilizing PSQNs and resourcing necessary support staff where necessary
- Provides input into Post Incident Reviews/Post Problem Reviews for major escalations
- Performs required case management functions following Dells ownership model
- Attends required technical training sessions and makes effective use of the lab
- Ability to provide on-call coverage on a rotating schedule that includes evenings and/or weekends
- Proven track record in follow procedures I.E out of hours logistics,
- Makes use of CHS or ATS if trained
- Extensive working knowledge of all Dell servers, storage products and services i.e Dell Poweredge and PowerVault systems
- Broad based knowledge of alternative operating systems such as Linux, Unix, Novell
- Working knowledge of OpenManage/IT Assistant/DRAC
- Knowledge of Backup Exec and Arcserve IT is essential
- Working Knowledge of Dell Power Vault SANs
- Excellent customer handling skills
3
Enterprise Technical Support Senior Analyst High Complexity Virtualization Okc Resume Examples & Samples
- Work on highly complex customer technical issues utilizing sound judgment in order to resolve problems and provide recommendations with little or no involvement from management
- Make significant decisions having considerable impact on normal operations, profitability, and/or reputation of Dell
- Provide telephone/email and remote diagnostic technical support of Dell Enterprise environments
- Verify warranty/support entitlement and determine appropriate action
- Apply diagnostic techniques to identify problems, investigate causes, and recommend solutions to correct failures
- Document problems, diagnostics, interactions, next steps, and solutions implementation in the solution support database
- Demonstrate case management skills for each customer/case by managing timelines, complexity, and communications; proactively involving escalated resources as needed; following up with customers to ensure a total solution to their technical issues has been achieved - complete ownership of issues from beginning to resolution
- Escalate issues, as appropriate, to the respective group for higher level technical support
- Use troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts
- Advise/educate customers within procedural guidelines to ensure a complete solution to their technical or service questions
- Identify and provide input on unique or recurring customer problems
- Utilize training to remain knowledgeable of Dell’s product line, processes, policies, current products, and new server-based solutions in order to expediently resolve customer issues
- Focus on delivering a positive customer experience according to Dell standards
- Monitor and track issues to ensure accurate resolution
- Be involved in revenue generation activities with current Dell customers
- Review and distribute pertinent cross-functional information (e.g., Sales, Technical Account Managers, Customer Care, External Vendors, etc.)
- Be able to effectively communicate through verbal and written means
- Maintain dependable attendance as a requirement of the job
- Working knowledge of standard industry server hardware
- Basic knowledge of Dell Enterprise Hardware used in both Server and Workstation systems
- Competent knowledge of at least one of the following alternate operating systems: Linux, Novell, Xen, VMWare and moderate knowledge of Microsoft Operating System
- Analytical ability to gather and interpret data; ability to multi-task
- Excellent customer service and communication skills (both verbal and written)
- 1 year recent experience in providing technical support with relevant technologies
4
Enterprise Technical Support Analyst Resume Examples & Samples
- Able to work 24x7 shift environment
- Analytical, articulate, result-oriented and provide excellent follow-up
- Possess excellent communication skills and the ability to work with diverse range of people with varying levels of technical understanding and ability in international environment
- Responsible for being the single point of technical excellence for complex Enterprise escalations, and driving resolution with the junior L1s to the end customer, managing vendors, engineering, and other technical and non-technical stakeholders involved where appropriate
- Degree in Computer Science / IT related discipline with at least 5 year related working experience
- CCNP/CCIE/JNCIE certified. (Routing & Switching / Data Center preferable)
- A good knowledge of other network principles – QoS, DCBx, ACL, DNS, DHCP, High Availability
5
Enterprise Technical Support Analyst Resume Examples & Samples
- Provides timely response to customer escalations with appropriate notification to all required EC staff (TAMs, Management, SMTs)
- Must speak fluent English - Swedish, Danish, Finnish or Norwegian would be a benefit
- Knowledge of Enterprise Data Centre Hardware, Networking & Software technologies
- Knowledge of networking (including WAN topology, mixed LAN/WAN operating system environments, DNS/WINS/DHCP, firewall solutions and network load balancing)
- Knowledge of current Server Operating systems & Applications (Windows, Linux, Esx, VMware Etc.)
- Ability to work shift(s) on a rotating schedule that includes evenings and/or weekends
6
Enterprise Technical Support Senior Analyst Resume Examples & Samples
- Diagnosis & troubleshoot via telephone, for enterprise related issues within standard time frames (not necessarily issues affecting Dell Enterprise hardware)
- Escalation of issues to the Product Support team and/or Technical Support Manager in order to resolve the issue to the customer's complete satisfaction
- Maintain accurate call logging and tracking into Helpdesk Delta/DCSS/Copilot database
- Field engineering/on-site support duties when necessary. (Willingness to travel when required)
- Senior L1 with a proven record of excellence as a Technical Support Senior Analyst or equivalent and a thorough understanding of Solutions-level support of Enterprise hardware, software and networking infrastructure, with at least one specialty SME skill area. Aid in the development of peers through knowledge transfer
- This role is primarily office based, but there will be occasions whereby a customer-facing on-site engagement throughout South Asia to provide a quicker resolution and superior customer experience will be necessary
- A good knowledge on networking hardware and software troubleshooting
- Exposure & knowledge to the following technologies
7
Enterprise Technical Support Italian Speaking Resume Examples & Samples
- Assist customers by diagnosing problems and providing resolutions for technical and service issues
- Advises/Educates customers within procedural guidelines to ensure a complete solution to their technical or service questions
- Fluent written and verbal communications in Italian
- A dditional languages are a plus : French or English
- Excellent Communication skills needed to interface effectively with customers over the phone and effectively communicate information to other technicians
- RAID, HBA’s, SCSI, ATA, and other I/O topologies
- Routing with mixed LAN/WAN operating system environments
- Storage hardware knowledge is a plus
- Associates level degree and/or 2 years equivalent experience is preferred
8
Enterprise Technical Support Spanish Speaking Resume Examples & Samples
- Review and distribute pertinent cross-functional information (e.g., Sales, Team escalation, Customer Care, External Vendors, etc.)
- Escalates more complex customer technical issues to senior level support
- Minimum Bac +3 in computer maintenance, Network or Telecom
- Fluent written and verbal communication in Spanish
- Advanced server hardware knowledge
- Drivers and driver configurations
- Good knowledge of at least 2 of the following: NT, W2K, RedHat Linux, Exchange, SQL, IIS, Proxy, Apache,
- Cisco certification is a plus
9
Enterprise Technical Support Analyst High Complexity Emerging Market Arabian Countries Resume Examples & Samples
- Fluent Arabic+ Fluent English is mandatory
- 2+ years minimum experience in a business or customer support work environment
- Excellent organizational and interpersonal skills
- Ability to work in a multicultural and complex environment
10
Spain Enterprise Technical Support Analyst Resume Examples & Samples
- Providing telephone/email/chat and remote diagnostic technical support of servers, storage, switches, routers, blades and various software applications
- Answering questions about installation, operation, configuration, customization, performance, and usage of assigned products
- Applying diagnostic techniques to identify problems, investigating causes and recommendi solutions to correct failures
- Documenting problems in the support solution database for diagnostics and solution implementation
- Ensuring Warranty cost control and optimization
- Spanish & English Fluent, French recommended
- Can demonstrate clear, concise troubleshooting skills
- Strong evidence of a customer focused approach
- Multitasking skills and team working ability
- Positive outlook, flexible and adaptable
- 3 to 5 years experience providing advanced server hardware support, ideally to a high end customer base
- Minimum 3 years Enterprise solutions experience
- Excellent working knowledge of at least one of the following: Windows Server, Linux Redhat, Clustering
- Knowledge of storage hardware DAS-NAS-SAN (including Fibre channel, clustering, tape back-up units, Blades)
- Knowledge of Powerconnect/switch
- Knowledge of VmWare/virtualization
- Knowledge of Backup sotwares
- Industry certifications : MCSA, VCP, CCNA, RHCSA or higher
11
Enterprise Technical Support Analyst High Complexity Emerging Market Resume Examples & Samples
- Demonstrate case management skills for each customer case by resolving various issues quickly and proactively involving resources as needed to the customer’s satisfaction
- Responds to customer technical problems/issues related to hardware, software and networking via e-mail/chat or phone
- Handle and take ownership of customer issues from beginning to resolution
- Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts
- Review and distribute pertinent cross-functional information (e.g., Sales, TAMs, Customer Care, External Vendors, etc.)
- Fluent English is mandatory / other language (Arabic, Turkish , Hebrew, Portuguese is a plus
- Blade, Powervault (MD&TBU) hardware knowledge
- RAID, iScsi, Fiber Channel, Clustering troubleshooting skills
- Virtualization Operating System knowledge skills: Vmware, HyperV…
- I ndustry level certification: Microsoft, Vmware, Cisco, Comptia…may be a plus
12
Enterprise Technical Support Senior Analyst Performance Monitoring Team-dsgpanama Resume Examples & Samples
- Act as a customer advocate
- Field and own incoming technical issues from customers
- Maintain a personal queue of ongoing customer issues
- Resolve customer issues by collaborating with teammates, reproducing issues, and utilize documentation and the knowledgebase to bring issues to resolution
- Document all customer/case details in Support case tracking system
- Create knowledgebase articles from resolved issues for future use by customers and internal personnel
13
Enterprise Technical Support Senior Analyst Resume Examples & Samples
- Bachelors Degree/ Advance Diploma holders in Computer Science/IT related discipline with a minimum of 3 years working experience in providing direct support to end-users either in customer service/field engineering or corporate help desk are also encouraged to apply
- Those with professional certification from VMware,Microsoft/Red Hat/Novell will have an added advantage
- Superior English skills (verbal, written & comprehension)
- Experience in servicing International English speaking customers will be an advantage
14
Enterprise Technical Support Analyst Resume Examples & Samples
- 3~5 years’ experience in IT technical field. The related working experience on technical support is preferable
- With good technical background on the enterprise mainstream products such as x86 server (include blade server and cloud server), fiber channel HD storage, tape backup unit, and common Ethernet network switch/router
- Be familiar with the installation and troubleshooting on common enterprise software such as Win2k advanced server,Win2k3, Win2K8, backup software, Red Hat Linux etc. The good experience with Sco unix, Solaris, Novell are preferable
- Good customer communication skill and customer sense are preferred
15
Enterprise Technical Support Resume Examples & Samples
- Answer telephone calls from customers seeking technical assistance
- Recreate, identify and provide input on unique or recurring customer problems
- Review and distribute pertinent cross-functional information (e.g. Sales, Customer Care, Escalation Management, External Vendors)
- Working knowledge of at least two of the following: VMware, Hyper-V, Windows Server, Linux
- Working knowledge of iSCSI and Fibre Channel based SAN infrastructures
- Two+ years of relevant industry experience preferably in an enterprise environment
- Proven track record in maintaining and enhancing skill levels according to future technology trends, and achieving Industry Certifications on a continuous basis
- Possess a strong sense of urgency and accountability, and be a team player
16
Enterprise Technical Support Resume Examples & Samples
- Reviews and distributes pertinent cross-functional information (e.g., Sales, TAMs, Customer Care, External Vendors)
- Working Knowledge on Windows, Linux, VMWare Virtualization Server Operating Systems
- Effective communication skills at all levels - written and verbal
- Able to problem solve and think laterally
- The proven ability to learn new and complex technology
17
Enterprise Technical Support Resume Examples & Samples
- Work on highly complex customer technical issues requiring sound judgment in order to resolve problems and provide recommendations
- Solve Technical question related to Systems Management Software
- Answers questions about installation, operation, configuration, customization, performance, and usage of appliances
- Troubleshoot technical issues with servers (hardware and software) in order to resolve customer issues
- Works with local and remote team members and understand customer environment to resolve Technical related problems
- Follow up with customers via phone and email to ensure a total solution for their technical issues
- Work on numerous high complex cases concurrently
- Relevant experience in the provision of hardware and software support services
- Strong software troubleshooting skills and relevant log analysis
- Good understanding of web based software application
- Working experience in a wide range of operating systems and software environments including Windows, Linux, VMWare
- Exposure and understanding of Network Management protocols e.g., SNMP, WS-MAN, WMI
- Ability to interact effectively with both non-technical users and highly technical users
- Ability to prioritize and balance multiple tasks
- Willingness to research and figure out complex software systems
- An ability to work collaboratively and make a significant contribution to the team
- Development or QA experience on Systems Management Software / Network Management System
- Working knowledge and experience on configuration and troubleshooting Enterprise Systems management and monitoring software like MS SCOM, MS SCCM, IBM Tivoli, HP OpenView
- OS Certifications example VCP, RHCE, Microsoft etc
18
Enterprise Technical Support Analyst Resume Examples & Samples
- Troubleshoot and resolve complex customer technical problems across datacenter-wide environments
- Demonstrate case management skills for each customer/case by managing timelines, complexity, and communications
- Document problems, diagnostics, interactions, next steps, and solutions implementation in the CRM tool
19
Enterprise Technical Support Engineer Resume Examples & Samples
- Willingness to work with team members, asking and answering questions
- Excellent written and verbal communication skills and experience
- Excellent Enterprise level customer-facing skills
- Deep knowledge and understanding of complex wireless deployments
- Extensive experience with industry standard packet capture analysis tools and techniques
- Deep knowledge and understanding of VoIP deployments and diagnostics
- Extensive experience with Wireless technologies and protocols, configuration, setup, and diagnosis desired
- Experience with Mobile Device Management technologies (both Apple and 3rd Party) configuration, setup, and diagnosis desired
- Familiarity with Exchange Active Sync configuration, setup, and diagnosis desired
20
Enterprise Technical Support Senior Analyst Resume Examples & Samples
- Use troubleshooting techniques and tools to identify products that are defective and follow guidelines for dispatches
- Receive training on all new enterprise products
- Obtain Engineering Level certification within first 9 months
- 4-6 years of relevant experience or equivalent combination of education and work experience (Undergraduate degree and 0-2 years relevant experience)
- Proven skill Installing, Configuring and Troubleshooting
- Server Hardware and Operating Systems
- Systems Management technology
- Server Virtualization technology
- Network and Direct Attached Storage
- Fibre Networking
- Competent Knowledge in Two or more of the following technologies
- Expert knowledge in one of the Operating systems below
21
Enterprise Technical Support Specialist Resume Examples & Samples
- Minimum 1 year of experience in network operations, systems administration, application support, telecom/network operations, systems monitoring, or technical support environment required
- Advanced work in pursuit of a Bachelor's degree (e.g., junior and senior year, etc.) in computer science, MIS, or a related field can be substituted for one year or technical support or network operations experience
- UNIX/Linux
- Transport Infrastructure (e.g., Sonus, DCS, SBC, Radisys Media Server, etc.)
- SS7 Networks (SCP/STP) and monitoring of out of band signaling platforms
- Basic knowledge of computer environments, data networks, or telecommunications systems
- Basic knowledge of Layers ¾ routing protocols
- Basic knowledge of TCP/IP
- Basic knowledge of principles of logic as applied to network operations functions
- Basic knowledge with specialized Network Monitoring tools
- Basic knowledge of Cisco WAN router analysis of circuit issues (e.g., MPLS, WAN, UVN, etc.)
- Carrier interfaces (e.g., T1, T3, etc.)
22
Enterprise Technical Support Senior Analyst Resume Examples & Samples
- Advise and educate customers on best practices as related to the DDPE security suite (e.g., Providing documentation, answering technical questions)
- Actively pursue certifications and education
- Three + years of relevant experience or Two + years of relevant experience along with an Undergraduate degree
- Windows Server OS
23
Enterprise Technical Support Analyst Resume Examples & Samples
- Intermediate server hardware knowledge (including SCSI, RAID, I/O topology , backup ); A+ , MCSE, CCNA, RHCE certification desired
- Basic networking knowledge (including WAN topology, mixed LAN/WAN operating system environments, DNS/WINS/DHCP, firewall solutions, and network load balancing); Cisco certification desired
- Advanced knowledge of at least 2 of the following: NT, W2K, RedHat Linux, Exchange, SQL, IIS, Proxy, Apache, Squid, SendMail, Clustering, Site Server, ASP, or XML
24
Enterprise Technical Support Senior Analyst Resume Examples & Samples
- Demonstrate case management skills for each customer case by resolving various issues quickly and proactively involving resources as needed to the customer’s satisfaction - Responds to customer technical problems/issues related to hardware, software and networking via e-mail/chat and phone
- Handle and take ownership of customer issues from beginning to resolution - Assist customers by diagnosing problems and providing resolutions for technical and service issues, Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts
- Review and distribute pertinent cross-functional information (e.g., Sales, TAMs, Customer Care, External Vendors, etc.), Escalates more complex customer technical issues to senior level support
25
Manager, Enterprise Technical Support Resume Examples & Samples
- Providing support, guidance, direction and overall leadership of the support teams
- Direct management of team of analysts, Senior analysts or Principal analysts
- Goal setting and daily coaching of staff
- Conducting performance reviews, achievement and development planning, and performance improvement plans for direct reports
- Making hiring decisions for direct reports
- Providing input into the Technical Support business plans
- Liaising directly with customers, the accounts team, and the technical teams to drive resolution of escalated issues in a manner satisfactory to all parties; may include executive escalations and strategic accounts
- Reporting details, statuses and action plans to Senior Management regarding ongoing critical issues and incidents owned by the team
- Collecting, preparing and presenting KPI data and interpretations that demonstrate performance versus a predetermined standard of care
- Initiating and/or leading projects designed to enhance our Technical Support service offering
- Leading operational performance reviews to evaluate performance against expectations and driving necessary change as a result of what is learned
- Partnering cross-functionally to drive operational, process and technology improvements
- University Degree or equivalent experience
- Experience in leadership and managing direct reports
- Customer focused with the highest standards for delivering value and exceeding customer expectations
- An expert in influence and negotiation, both with customers and internally
- A track record of autonomy, leadership and self-direction (identify a problem, propose a solution, and make it happen)
- Ell-versed in the business of service delivery, including the design and execution of compelling and value-added service offerings
- Expertise and experience in the methodology of Problem Management as a discipline (i.e. ITIL)
- A true passion for customer service
- An exceptional ability to manage the expectations of a variety of stakeholders, while driving momentum and action
- A strong business acumen including an understanding of the interconnectedness of all business elements
- Open and honest in opinions, and able to constructively contribute to debate that will ensure the best possible result
- Comfortable in a dynamic, rapidly changing environment
- Keen ability to think outside the box and develop creative strategies
- Ability to successfully work across a global team to ensure alignment to common vision/direction
- A true team player
- Possess a strong focus on continuous improvement and passion to implement positive changes
- Fluent English skills, written and oral
26
x Enterprise Technical Support Senior Analyst Resume Examples & Samples
- Ability to work on a shift rota including out of hours, weekends and bank holidays
- Provides timely response to customer escalations within agreed service level agreements [SLAs] with appropriate notification to all required staff
- Clearly and concisely logs and tracks details of solutions provided to resolve customer issues maintaining and updating customer database (DellServ; CEDPS, Delta ) to ensure customer information is current and accurate
- Provides feedback learnings from problem resolution to the Server Group through email shots, one-to-one conversation, and utilizing Dell systems i.e. Delta Knowledge / Dell website
- Represents Server enterprise on escalation conference calls where necessary ensuring collation of all relevant information
- Working Knowledge of Fibre technologies,
- Excellent Working knowledge of all TBU storage products
- Excellent knowledge of server hardware (including SCSI, RAID and I/O topology)
- Excellent prioritisation and time management skills
- Knowledge of High Complexity products would be an advantage
27
Enterprise Technical Support Analyst Resume Examples & Samples
- Good understanding and knowledge of LAN/WAN fundamentals
- Good knowledge of Citrix/VMWare/Microsoft/Teradici/Linux (prefer SUSE, Ubuntu)
- Basic Knowledge of Linux/UNIX OS, Linux User Management/ Group Management/ File Permissions, Linux File System Check
28
Enterprise Technical Support Senior Analyst Fixed Shift Resume Examples & Samples
- Strong understanding and proven work experience with server and storage hardware
- Self motivated and results driven
- Strong interpersonal skills, ability and approachability
- Excellent verbal and written communication skills; must be fluent in English
29
Enterprise Technical Support Analyst Resume Examples & Samples
- This position will interact with both technical and non-technical personnel and
- Copilot Engineers are subject to Off-Duty / On-Call support that will be scheduled
- Minimum two years customer support experience in Storage, Server
- Strong communication with the ability to handle stressful situations and
30
Enterprise Technical Support Analyst Resume Examples & Samples
- Server Hardware skills
- Knowledge of Microsoft Server Operating Systems
- Ability to gather and interpret data
- Knowledge of current industry products and technologies
- Competent verbal and writing skills
31
Enterprise Technical Support Senior Analyst Resume Examples & Samples
- Strong written/verbal communication and interpersonal skills
- Major vendor & Industry certifications are also desirable
- Night Shift
- Creative problem solving skills and dedication to seek problem resolution
- Good customer-relation skills and the ability to communicate intelligently and efficiently
32
Enterprise Technical Support Tier Resume Examples & Samples
- Actively monitor phone and work bins for customer issues for a small subset of top Juniper Networks customers on specific Juniper Networks products (Routing, switching or security)
- Take ownership of high priority or sensitive customer issues and ensure prompt service restoration and resolution to the customer’s satisfaction, by using a systematic problem solving approach
- Participate in customer conference calls and/or face to face customer meetings to discuss technical issues, and access and assistance within the client secure environment
- Accurately documenting technical support issues is an essential element of your role, allowing all involved parties quick concise understanding of progress and a summary of the resolution for both now and future reference
- Use your knowledge to share added value and assist in additional needed support, operational issues, and proactively prevent issues
- Develop and maintain skills and competencies in core products and technologies
- Contribute to technical knowledge documentation for internal and external use
- Provide a “Can-Do” attitude and suggest ways to improve the team performance and share best practices to increase customer’s satisfaction
- Work with various technical organizations within Juniper Networks to support resolutions and drive the exceptional customer experience
33
Enterprise Technical Support Senior Associate Resume Examples & Samples
- Triage incoming customer calls for technical issues
- Provide diagnostic technical support for tier 1 issues
- Respond to customer technical problems/issues related to hardware, software
34
Enterprise Technical Support Senior Analyst Resume Examples & Samples
- Working knowledge of at least 3 of the following: VMware, Hyper-V, XenServer, Windows Server, Linux
- Strong understanding and proven work experience with Cisco or Brocade based SAN infrastructures
- Strong customer handling skills
- At least 3 years experience in enterprise technical support or systems/network engineering
35
Enterprise Technical Support Analyst Resume Examples & Samples
- Troubleshoot technical issues in order to resolve customer issues
- Escalate calls, as appropriate, to the respective group for higher level technical support
- Work on complex customer technical issues requiring sound judgment in order to resolve problems and
- Provide recommendations
- Devise creative and innovative approaches where established criteria do not exist
36
Enterprise Technical Support Senior Associate Resume Examples & Samples
- Answers questions about installation, operation, configuration, customization,
- 4-6 years of relevant experience or equivalent combination of education and work
- Undergraduate degree and 0-2 year’s relevant experience
- Type 35-40 WPM
37
Enterprise Technical Support Senior Analyst Night Shift Resume Examples & Samples
- Assist co-workers whenever necessary to promote a team environment
- Stay up to date with relevant industry certifications (VMware, Cisco, Microsoft, etc)
- Excellent planning, priority and time management skills
38
Enterprise Technical Support Resume Examples & Samples
- Bachelors or Associates degree in technical area preferred, or an equivalent combination of education, training and experience that would meet the skill requirements of the job
- Cisco experience a plus with CCNA preferred
- 1-2 years of experience working in LAN/WAN operational environment with working knowledge of LAN/WAN protocols
- Excellent oral and written communication skills and the ability to provide outstanding customer service to internal and external clients
- Must be able to work independently with minimal guidance and demonstrate a sense of urgency for customer impacting issues
- Ability to identify, analyze and troubleshoot a wide range of technical issues in a professional and efficient manner
- Basic knowledge of Network protocols, RF, routers, Layer-2 switches, VPN, CWDM, HFC plant and system delivery, routing protocols/policies,WiFi & VOIP platforms
- In depth knowledge of installation, configuration and administration of: Windows 7, 8 and Office packages
39
Enterprise Technical Support Engineer Resume Examples & Samples
- Excellent Enterprise class customer-facing skills
- 15+ years of industry experience
- Advanced programming and diagnostic skills in a variety of languages such as C, C++, Objective-C, Swift, Python, and Java
- Deep understanding of CPUs, and memory hierarchy
- Experience with versioning tools such as SVN and Git
- Skilled and interested in validation testing and debugging
- Ability to work well on a team, at the same time demonstrating individual responsibility and self-driven work ethic
- Familiarity with Apple Enterprise Tools and Techniques such as Radar, iLog and ConnectMe
- Familiarity with Apple Developer Tools and Processes such as Xcode, PowerWarrior
- Familiarity with Mobile Device Management technologies (Apple and 3rd Party) configuration, setup, and diagnosis
- Experience with server architecture
- Demonstrable experience with complex shrink-wrapped software product systems from concept to customer implementation
- Driven to develop and utilize professional relationships across Apple organizations
- Track record of successful collaboration with and influencing of development organizations
40
Enterprise Technical Support Resume Examples & Samples
- Experienced telephone etiquette skills
- Significant knowledge of products, customer service, policies and procedures
- 3 years of relevant work experience
41
Enterprise Technical Support Resolution Manager Resume Examples & Samples
- Be responsible for complex customer service request (SR) resolution
- Ensuring customer escalations are handled in an efficient, effective, & professional manner to minimize customer impact and maximize future customer loyalty
- The role requires the effective Internal & External communication and coordination, technical oversight and associated incident/escalation management on a 24/7 basis to support customers who have purchased the Dell ProSupport offering, or any other customer escalation that meets pre-determined, internal criteria
- The RM will facilitate effective communication between all internal key stakeholders at all times during an incident while concurrently maintaining transparency with the affected customer(s)
- If required, the RM will complete a full analysis of an incident and deliver Closed Loop Corrective Action (CLCA) reports to the appropriate business area(s)
- They will also drive case age reduction through coaching, mentoring and identifying key technical gaps or call avoidance opportunities
- Candidate must be fluent in Hebrew and English - written & spoken
- Minimum of 18 months in a technical support function (E.g. Quality lead, tech mentor, case mentor, dispatcher, Technical Account Manager, Etc.) or equivalent Services industry experience required
- ITIL Foundation v.3 certification preferred; required to be completed within 6 months of start date
- Relevant Technical Certification(s) required/preferred (dependent on specific RM position)
- Possess a Customer-Focused mentality and a willingness to provide prioritization, planning, coordination, ownership and accountability for each escalation handled with tact and diplomacy at all times
- Experience working in large technical support organizations preferred; able to quickly become effectively agile within the Dell Support Resolution Team and beyond the organizational boundaries
- Strong analytical / technical problem solving and troubleshooting skills across the wide range of industry hardware and software, with an emphasis on all Dell product offerings
- English language first preference with major European language an advantage but not essential
- Proven business acumen, intellectual capability, verbal and written communication / customer support / interpersonal / presentation / conflict resolution skills
- Self starter that is willing to learn and able to manage ambiguity and operate effectively with little supervision
- Any other European language – spoken and written
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Enterprise Technical Support Analyst Server Greece Resume Examples & Samples
- Fluent Greek + Fluent English is mandatory (any other language is a +)
- Ability to handle critical / sensitive situations professionally with users that have a wide range of technical knowledge, Requires advanced technical aptitude and troubleshooting skills
- Fibre channel, Clustering, RAID, and I/O topology
- Disk Array Enclosure (DAE): Fibre and iSCSI
- Knowledge of storage hardware (including Fibre channel, clustering, tape back-up units)
- One industry level certification: MCP Server level, CCDA, or like certification preferred
- Basic working knowledge of systems management
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Enterprise Technical Support Senior Manager Resume Examples & Samples
- Accountable for E2E Enterprise Technical support Operations domains and assets covering
- Accountable for validation, approval and specific configuration management impacting Enterprise services as part of change management process
- Accountable for 1st and 2nd line support for Enterprise customers
- Accountable for team development and structure
- Accountable for both Vodafone Customers & Vendors SLA management with relation to Enterprise services
- Minimum of 12 years experience in IP transport, Optical transport, Fixed access, and mobile technologies related to Enterprise services
- Project Management capable, result focused with good people management skills in diverse environment
- Experience in Skills & Resources development
- Good communication, presentation skills
- Experience on Fixed and mobile telecom environment
- Bachelor’s or higher degree in Electronics and Communication or IT equivalent
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Enterprise Technical Support Analyst Student Resume Examples & Samples
- Represent BlackBerry for product specific customer inquiries/support and issues via inbound voice and email interactions
- Take ownership of cases and bring resolution to customers' issues, participate in several beta tests of new BlackBerry software/hardware, early testing of new product offerings, version releases and service packs
- Provide world class customer support while also assisting with technical consultations and escalations from internal and external partners
- Prepare and manage escalations for approval to Software Development
- Collect information and perform advanced troubleshooting as a Subject Matter Expert (SME) of Desktop, Handheld, BlackBerry Internet Service and BlackBerry Enterprise Server inquiries from Specialists and associates
- Identify and document potential software/hardware defects
- Research, authorize and review technical documentation and take ownership correcting any issues with respect to processes and documentation
- Create and update Knowledge Base documentation as required
- Foster open communication within the team and sharing knowledge openly
- Work with support departments to ensure product improvement
- Act as a key member for some of our special case and project assignments
- Post-Secondary Education in a technology related discipline and previous support-related experience dealing with customers in a technical support environment is required
- Advanced level knowledge and hands-on experience with the following: Windows 2008/2012 Server, Windows XP/7/8, Lotus Domino Server and/or Microsoft Exchange Server 2010/2013 and/or Novell GroupWise, Lotus Notes Client and/or Microsoft Outlook, and/or Apple OS/X environment, Apple sync services and how it functions (Exchange experience is preferred)
- Demonstrate professionalism and diplomacy in a customer-centric culture
- Must be capable of working effectively at a technical level with internal partners and carry out proven application of sound troubleshooting strategy
- Ability to organize and present data in a clear and concise manner
- Solid ability to be flexible and multi-task in a dynamic, fast-paced environment
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Senior Analyst, Enterprise Technical Support Resume Examples & Samples
- Experience with OS Linux Suse/ RedHat - command line
- Experience with w/TCP/IP Ethernet networking configuration/troubleshooting
- Knowledge & Experience with backups technologies a plus
- 3+ years of customer support experience
- Ability to work in a high-pressure environment
- Excellent Troubleshooting and Customer Service skills
- Strong Interpersonal skills
- Understanding of EMC's products and their value added to the customer
- Knowledge & Experience with the following technologies o Microsoft Operating Systems/Hyper V o Microsoft Applications (MSSQL, Exchange) o VMWare (vCenter, vSphere) o Linux knowledge a plus o Database applications Good communication skills, both written and verbal Interpersonal skills Strong troubleshooting skills Ability to work independently and with a strong sense of urgency. Ability to manage priorities, follow-through on issues until closure. Ability to learn quickly and apply new knowledge and skills immediately
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Manager, Enterprise Technical Support Resume Examples & Samples
- Strong working knowledge of call center management and network monitoring/performance management tools
- Background and knowledge of Networking Environments (LAN, WAN, etc.) and routing protocols, as well as RF Technology/Operations
- Must have strong working knowledge of Cisco routers, Layer 2 switches and have the ability to oversee all fix actions of the technical support team
- Ability to solve problems with good initiative and judgment and make decisions in an independent manner with minimal guidance
- Able to work flexible hours and be on-call as needed
