Principal Support Engineer Resume Samples

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O Krajcik

Omer

Krajcik

22404 Dolly Flat

Philadelphia

+1 (555) 206 6104

22404 Dolly Flat

Philadelphia

Phone

p +1 (555) 206 6104

Experience Experience

Los Angeles, CA

Principal Tech Support Engineer

Los Angeles, CA

Keebler, Kautzer and Mueller

Los Angeles, CA

Principal Tech Support Engineer

Coordinate with Customer, Service Delivery Manager (SDM), and Service Management Center (SMC) on Change management activities
Strong working knowledge of server hardware, tape libraries and disk arrays
Advanced NetBackup Configuration management and administration
Assisting with escalations from Backup Operations Specialists. Includes driving problems and issues to resolution
Expertise in contemporary Operating Systems, Advanced Networking Concepts, and Computer Security concepts
Maintain regular cadence with Customer technical/management contacts
Capacity planning management for backup-related infrastructure

Houston, TX

Principal Technical Support Engineer

Houston, TX

Kuphal-O'Hara

Houston, TX

Principal Technical Support Engineer

Very good organizer, maintaining and developing the internal repositories, documentations, wikis and archives
Assist with the training of Technical Support personnel on an on-going basis
Exceed customer expectations by providing outstanding customer service
Responsible to do upgrade Planning/testing
Deliver product support training to internal and external support teams, enabling them to capably support SanDisk products
Review and provide feedback on product documentation for existing and emerging products
Utilize Call Tracking and knowledge base tools to record customer reported issues and progress as being issue to resolution

present

Phoenix, AZ

Principal IT Collaboration Support Engineer

Phoenix, AZ

Bayer, Hoppe and Mueller

present

Phoenix, AZ

Principal IT Collaboration Support Engineer

present

Knowledge of performance tuning SQL and performing backups using NetBackup
Perform configuration and development in SharePoint Designer and/or Visual Studio for new enhancements and projects
Develop and manage SharePoint concepts and standards
Create and maintain governance plan with Service Manager
Administration including, but not limited to, analysis, capacity planning, integration and quality assurance, user data disposition and user management
Perform system monitoring, reporting and solve complex problems
Working knowledge of MS SQL Server 2008/2012, SQL Reporting Services and IIS

Education Education

Bachelor’s Degree in Computer Science

The University of Alabama

Bachelor’s Degree in Computer Science

Skills Skills

Strong background in IT Networking
Ability to work in a team environment
Knowledge of Windows Active Directory
Vendor management skills
Familiarity with vSAN (VMWare Product)
Experience with backup and recovery tools
Experience with FC, iSCSI and clustering technologies
8 PRINCIPAL DUTIES AND RESPONSIBILITIES PRINCIPAL DUTIES AND RESPONSIBILITIES
Applies advanced technical expertise using standard operating and diagnostic procedures to resolve standard to complex level issues; identifies documents and escalates customer issues to senior resources. Recommends and utilizes standard internal and external diagnostic test equipment and product trace and logging procedures; provide documentation and direct feedback to Field Technical Specialists, Account Managers, Sales and other EMC Technical Support co-workers as appropriate
Monitors and tracks all service calls, provides call status updates at regular intervals and communicates status to customers using Call Tracking Databases. Maintains a "closed-loop" communication style assuring all appropriate individuals are notified of ongoing issues and problem resolution status

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15 Principal Support Engineer resume templates

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Principal Technical Support Engineer Resume Examples & Samples

Responsible to work with all stakeholders and partners supporting end-user installations, configurations, upgrades and migrations through problem isolation, verification, resolution and documentation utilizing remote diagnostic capabilities. The product stack includes contact center, mobility, IP convergence technology etc
Primarily involved in Incident Management, Critical Outages Support
Provides support to end user installations, configurations, upgrades and migrations
Analyzes symptoms, logs, and data required to resolve issues
Liaison with Experts with Domain Experts to resolve issues
May proactively monitor for downstream effects as a result of the fix. May highlight other issues. Works with limited guidance on projects within defined criteria
BE/MCA or equivalent with 4-5+ years of relevant experience
Product Knowledge- Avaya Products- Avaya Communication Manager, Session Manager, System Manager, G450s , AES
Strong Communication, Problem solving, Troubleshooting & Analytical skills are a pre -requisite

Principal Technical Support Engineer Avaya Products Resume Examples & Samples

Responsible to Provide Tier-3 level Support( Highest level of Support in Services in Avaya) for Unified communication Products
Providing Training/KT’s to Level 1 & 2 teams
Primarily involved in Problem Management, Implementation & Critical Outages Support
Provides support to complex end user installations, configurations, upgrades and migrations through advanced problem solving and trouble shooting
Analyzes symptoms, logs, and data required to resolve issues of high complexity. Proposes and monitors the implementation of medium - complex solutions for customer reported incidents with multiple products
Has complete understanding of the functionality and usage of multiple products or products in conjunction with associated products within the customer network
Responsible to do upgrade Planning/testing
Closely work with R & D Teams for Patch development for bugs & Advance troubleshooting
Create Job Aids, Method of Procedures, and Advisories for L1, L2 & Customer Facing teams
Customer Management, represent Avaya in technical escalations
Lab Maintenance & upkeep
BE/MCA or equivalent with 7+ years of relevant experience
Product Knowledge- Unified Communications Avaya Products like Communication Manager, Session Manager & Media Gateways
Technology Knowledge QSIG, SIP, H323, ISDN, Data Switching & Routing
Certifications like ACA, ACS, CCNA, Sun Solaris Certification, SSCA Linux Certification, would be an added advantage
Should have 3-5 years of experience in UC/CCT environment

Principal Technical Support Engineer Cisco Resume Examples & Samples

To provide Tier-3 Support for Cisco products 7609-S, 7206VXR, ASA 5510, ASR 1001, c3560, 3570, 4500. Hands on Experience on these products are a must
Identifies, analyzes, and resolves complex problems with Avaya Equipment installed at Customer locations
Remotely providing break-fix support to SME level
Lead customer accounts as Prime engineers for their ongoing issues
Contribute significantly to client satisfaction and interface with clients with defined tasks
Expected to be process champ
In depth understanding of Routing Protocols like BGP, OSPF
In Depth knowledge of VPN technologies like IPsec, GRE etc
In Depth understanding of switching technologies like STP, MSTP, RSTP, VLAN, VRF etc
Hands on experience with configuring, troubleshooting of the above mentioned devices and protocols
In Depth understanding of VRRP/ HSRP / GLBP
Adaptability to work on different technologies and products like Avaya ERS 8600, 4500, 5600, Secure Router etc
Knowledge of Sniffer Analysis will be an added advantage
Engineering Degree in CSE/IT/ECE/EEE, MCA
Certification: Cisco Certification in R&S or Security (CCNA/CCNP/CCIE)
5+ years’ experience at L2/L3 level
BGP configuration and Troubleshooting
Addition, modification and deletion of firewall rules
Good written & verbal Communication Skills
ITIL model service delivery, understanding of SLA’s, Contract Penalties etc
Substantial exposure to supporting global customers, working in 24*7 environment
Preference: Prior Avaya, exposure in serving Global Customers, Willing to work 24*7 environments, Demonstrated Oral & Written Communication skills, Team Player

Principal Technical Support Engineer Resume Examples & Samples

Responsible to Provide Tier-3 level Support( Highest level of Support in Services in Avaya) for Verint/Witness Call/Screen Recording Products
3-6 years’ experience with a Telecom/Software Services/IT company in contact center application delivery
3-6 years’ experience in supporting/configuring/installing Verint Call Recorders, Quality Monitoring Application, Central Replay Server, Viewer
Troubleshooting level knowledge on VAM, SAM servers
Preferred knowledge of AES server for use by other vendors and applications, such as Verint/Witness/ NICE and Genesys etc
Exposure to different recording integrations (Avaya CM,CS1k,SIP)
Exposure to cluster recording topology(Master+ standby+ slaves)
Working experience with SQL and PSQL
Preferred knowledge of CSTA,DMCC
Knowledge of SIP/ISDN/QSIG essential and tracing
Knowledge about VPN, Firewall, Security, layer 3 routing, Microsoft OS level, NMS
Linux System Administration that includes, Linux architecture, File systems and partitions, Linux commands and scheduling, user administration and controls, VI editor
Substantial knowledge of TCP/IP Networking
Good communication & customer interaction/facing skills
Ability to work independently without supervisory guidance in most instances
Excellent management of case workload
Identifies key issues and patterns from partial/conflicting data; takes a broad perspective to problems and spots new, less obvious solutions
Be able to ramp up quickly on upcoming technology roll-outs
ITIL model service delivery, understanding of SLA’s, Contract Penalties etc
Substantial exposure to supporting global customers, working in 24*7 environment
BE/MCA or equivalent with 5+ years of relevant experience
Certifications like ACA, ACS, CCNA, CCNP, Sun Solaris Certification, Linux Certification, would be an added advantage

Principal Mission Critical Support Engineer Resume Examples & Samples

Solve highly visible, technical, global and strategic, enterprise cases and ensure highest levels of customer satisfaction with exposure to all skill groups/areas of the product/platform for the most critical issues
Deep understanding of Salesforce multi-tenant architecture
Ability to multi-task and perform effectively under pressure
Solid understanding of Object-Oriented design and core programming concepts
VisualForce/Apex Knowledge
Second Language Proficiency (German, French, Spanish, Italian, Japanese)

Principal Technical Support Engineer Resume Examples & Samples

Plan and execute the shipyard industrial activation and test of Raytheon Mission System Equipment installed in DDG-1000 Class Destroyers
Lead daily operation and maintenance, growth, and maturation of either IUSW, LAW, AAW or C4I Mission Areas shipboard
Provide day-to-day oversight and direction to either the AAW, LAW, C4I or IUSW waterfront test team members, and executing activities
Facilitate cross-team communication as well as daily interaction with other Mission Area Leads
Collaborate and communicate activities with respective team members
Assist the development of the Plan of Action & Milestones, and TSA schedule
Lead grooming of IUSW, LAW, AAW or C4I mission areas in support of cross-team formal testing for component, functional, operational, and demonstrational shipboard tests
Verify fixes for WSTRs issues found during shipboard Total Ship Activation
Travel to ME, MA and DC to support program requirements as needed
Eight (8) years overall engineering experience in a shipyard of which 3 years should have been in a team lead, project lead, or similar role
Experience with shipyard processes, planning, waterfront operations and ship activation
Experience with complex Combat System Integration and Test in one of the following Anti-Air Warfare (AAW), Integrated Under Sea Warfare (IUSW), Land Attack Warfare (LAW) and Command, Control, Communications, Computers and Intelligence (C4I)
Active Security Clearance is required or obtain interim within 30 days from date of hire
Experience with U.S. Navy Shipboard Industrial Stage Testing as well as Ship/Crew certification processes and procedures.-Experience with DDG-1000 class mission system equipment requirements and concept of operation or equivalent complex US Naval combat systems
Experience with software/systems integration planning and execution
Experience in a team lead role and ensure team cohesiveness
Excellent leadership, teaming, influential, and verbal, written and presentation skills,
Excellent organization, planning and driving to execution skills
Excellent problem solving, sound judgment, and decision making
Knowledge of Six Sigma methodologies
Bachelor’s Degree in a technical discipline; or Associate’s Degree in a technical field with 4+ years of related professional experience working in a Shipyard with engineering systems; or eight (8) years of related professional experience working in a Shipyard integrating complex Combat Systems

Principal IT Collaboration Support Engineer Resume Examples & Samples

Build, plan, manage, and implement SharePoint upgrades and patches
Provide technical support and application architecture of SharePoint, Yammer and OneDrive for Business within the Office 365 suite
Administration including, but not limited to, analysis, capacity planning, integration and quality assurance, user data disposition and user management
Provide daily production support as needed
Design and develop sites in SharePoint as needed by the business
Perform configuration and development in SharePoint Designer and/or Visual Studio for new enhancements and projects
Conduct unit testing, coordinate user testing and confirm the application meets specifications
Perform system monitoring, reporting and solve complex problems
Create & maintain documentation for SharePoint, server settings, enhancements & fixes
Translate business requirements into platform features
Develop and manage SharePoint concepts and standards
Design and maintain file transfer farms
Create and maintain governance plan with Service Manager
Maintain in-depth knowledge of IT industry best practices, technologies, architectures and emerging technologies as well enforcing best practices for data and process integration

Principal Technical Support Engineer Resume Examples & Samples

Act as a Subject Matter Expert and Tier 3 escalation point for the most advanced customer issues
Research and investigate escalated tickets and resolve as many issues as possible without escalating outside of Technical Support
Manage escalation of confirmed software bugs or issues to Tenable's research, development, and product management teams
Actively engage Technical Support personnel to ensure proper answers are being provided to customer questions/answers
Assist with the training of Technical Support personnel on an on-going basis
Maintaining in-depth knowledge of Tenable products and security best-practices
Managing long-term customer projects or projects internal to the Technical Support department

Principal Technical Support Engineer Resume Examples & Samples

Provide exceptional customer support to WDC internal and external customers through timely and professional interactions via telephone calls, chat, email, and shared screen communications
Manage and resolve escalated support cases submitted by customers, partners, OEMs, and Sales experiencing challenges using DCS products and software. Activities include deep technical troubleshooting, research, issue duplication, filing bugs, and follow-through with internal and external teams
Take part in on-call rotation during evenings, weekends, and holidays where necessary
Deliver product support training to internal and external support teams, enabling them to capably support SanDisk products
Author and submit knowledgebase articles that address technical challenges
Review and provide feedback on product documentation for existing and emerging products
Solid understanding of data storage concepts and terminology (NAS/SAN)
Solid Linux knowledge (RHCE or equivalent). Working knowledge of tools for performance troubleshooting and analysis
Solid Microsoft Windows Server OS knowledge (including xperf, perfmon, etc)
Experience in a technical support organization in a Level 3 role. Technology troubleshooting-related field or equivalent experience, e.g. development
Excellent analytical and troubleshooting ability. Excited about technology and capable of coming up to speed quickly on new products
Experience with delivering software and hardware support for servers, networks, and storage, specifically NAND flash-based
Excellent ability to follow-up on items and ensure resolution/closure of problems
Self-motivated and able to thrive under pressure and function effectively in a fast-paced environment
Undergraduate degree in relevant field (CS, EE, MIS)
Scripting (e.g Python, Perl, Bash), programming languages, dev environments
Experience in VMware ESXi (VCP certified) and virtualization technologies
Understanding of MS SQL, PostgreSQL, and MySQL databases, including performance, installation, configuration, troubleshooting, and resiliency

Principal Technical Support Engineer Resume Examples & Samples

4 - 8 Years of Experience
Candidate should have strong knowledge and hands-on experience of Avaya Products-
Manage the day to day operations and work activities of the Level # 3 engineer for Avaya UC & CC Product
Complete the troubleshooting and provide the solution is timely manner.&#8217
Responsible for SLA attainment in Incident Management Queue
Working on issues escalated by Tier # 2
Joining customer bridge calls for troubleshooting
Incident, Problem, and Change Management Process and Process execution. Providing RCA for outages
Responsible for ensuring customer satisfaction in every step of problem resolution
Logical reasoning capabilities and quick problem resolution skills desired
Documentation of the diagnostic steps of trouble shooting
Provide value-added solutions for business, both tactically and strategically and ensure compliance to process, procedure and tools within the operations
Provide Best-In-Class support to top customers
Ready to work in Shift Model

Principal Technical Support Engineer Resume Examples & Samples

Function as a senior level technical resource to assist support teams troubleshoot and lead the resolution of high impact issues on the Commerce Cloud platform
Perform performance reviews of client solutions to develop recommendations for improving performance and scalability and work closely with clients to drive adoption
Work in dedicated cross functional teams to investigate and diagnose low-level issues in the product or platform. As well as review and evolve best practices client best practices with a focus on performance and efficiency of customizations to the Commerce Cloud platform
Work closely with clients to understand and document business requirements leading to inefficient implementations and translate those into platform and or product enhancements
Lead scalability initiatives involving performance testing of large scale solutions against the platform to determine opportunities for product improvement
Work closely with Product and Platform Engineering teams to identify opportunities for inefficient use of the platform and provide guidance from a Client Support perspective to hardening initiatives
Develop training material supporting current best practices for efficient and scalable solutions on the Commerce Cloud platform
Provide on-call support in team rotation basis
Minimum of 8 years relevant work experience in one or more of the following: Software Development, Platform Architecture / Engineering, Solution Architecture
Experience with cloud computing technologies; SOA, application servers, middleware, enterprise application integrations, databases, security, performance & scalability - ideally in eCommerce or similar applications (ERP, CRM) in a SaaS environment
Familiarity with development IDE's such as Eclipse
Solid understanding of performance testing methodologies with work experience in the field a significant plus
Ability to work self-sufficiently and drive client and partner engagements to success without supervision
Strong verbal and written communication skills with demonstrated ability to effectively communicate and influence in cross functional teams
Experience with Commerce Cloud preferred
BS/BA Degree

Engineer Principal Product Support Resume Examples & Samples

Demonstrate in-depth technical knowledge of aerospace avionics products and systems, specifically radar systems, flight data recorders, integrated surveillance systems, flight controls and possibly flight management systems
Serve as a technical expert and focal point for the Boeing OEM, Military Operators and Aerospace Technical Support (ATS)
Use 6-Sigma tools such as Fault Trees/FMEAs to improve the organization and execution of failure investigations
Gather and analyze data as part of proactively monitoring fielded products. Track product reliability and proactively address negative trends
Lead field investigations and prepare presentations when applicable; consistently document problems and solutions per existing processes and validate information for correctness, quality, depth and completeness
Present best in class communications to customers, peers, management, and mentor others on communication methods
Efficiently drive product issues through the CSB process
Mentor and train other team members in GTO
Review/update field technical publications
Author and publish Service Information Letters (SIL)
Use project management skills to effectively develop and interpret detailed programs related to new development and Service Related Difficulties (SRD's)

Principal Technical Support Engineer Resume Examples & Samples

Bachelors Degree in Computer Science/Network Security or equivalent discipline
Minimum of 5 years in network management supporting external customers
2 plus years in critical and managed customer careProven expertise in customer relationship and management
Network Management experience in Federal DOD environment preferred
Experience working remotely, but cooperatively with HQDemonstrated ability to identify and resolve complex network problems
Cisco Certification (CCNA minimum, CCNP preferred)
Linux Certification (RHTC minimum)
Knowledge of Windows and Unix operating system environments
Ability to write technical articles outlining problems resolution and troubleshooting steps contribute knowledge to the knowledge base)
Ability to multi-task with strong attention to detail
Project Management Certification a plus (PMP)
Server Hardware Support Certification a plus (Dell DOSD)
VMWare Certification a plus

Principal Technical Support Engineer Resume Examples & Samples

Provides technical assistance on Citrix products to customers of the largest large size, scope, and/or political complexity - via phone, email and/or remote access
Guides others in performing advanced problem analysis and isolating the most complex problems
Publishes articles on highly complex technical support issues in Citrix's online knowledgebase, reviews others' articles, and contributes on external forums
Documents cases, recommendations, and resolutions clearly in the CRM system, regularly teaches others how to do so
Leads team/department projects
Identifies new tools and training needed by the team and takes the lead in getting them created/introduced
Serves as a backup to Technical Lead Engineers when necessary

Principal Tech Support Engineer Resume Examples & Samples

Perform in depth troubleshooting of MorphoTrust Driver 360 production environments
Function as expert escalation resource engaging on critical outages
Function as liaison between Customer Service, and Sustaining Engineering, and Development
Attend program meeting to insure product deliverable is sufficiently reliable, supportable and will meet customer’s needs
Document and prioritize defects and feature requests based on customers feedback and other impact criteria
Engage with application development teams and business leaders from project inception to implementation
Function as a technical expert on new programs; develop and push out technical information to the greater Operations and support teams
To be the subject matter expert on assigned programs including customers workflows, site configurations, networking, etc
System performance monitoring and capacity management
Participates in on-call rotation for after-hours emergency support of a 24x7 Production Environment
Responds to incidents to avoid system outages or restore availability to meet service level objectives. Performs problem determination, problem resolution, and root cause analysis
Systems Engineers are expected to provide support outside of standard business hours as needed
Knowledge in secure credentialing, such as biometrics or anti-identity fraud
Monitoring and trending software (like UpTime, Zabbix)
Group Policy Administration
Active Directory Trust relationship administration
Provisioning Windows 2003, 2008 and 2012, Linux RH 5, 6
Windows and Red Hat Linux server administration
SCCM, WSUS, and Windows Patching
Microsoft Server Clustering and Load Balancing
Microsoft Server DFS
Red Hat Enterprise Linux Cluster, High Availability and GFS storage cluster
Linux Enterprise Server certified or equivalent experience
VMWare/ESX, 2012 Hyper-V, building servers in a virtual environment
Knowledge of scripting including PowerShell, Perl, VBScript, Bourne, and Bash

Principal Technical Support Engineer Resume Examples & Samples

Work is evaluated upon completion to ensure objectives have been met. Determines and develops approach to solutions
Exercises judgment in selecting methods and techniques for obtaining solutions
Receives little instruction on day-to-day work and general instructions on new assignments
Utilize Call Tracking and knowledge base tools to record customer reported issues and progress as being issue to resolution
Perform fault reproduction and troubleshooting, system characterization and analysis, root cause analysis of product issues up to and including drafting product Field Bulletins and opening Product Defects with engineering teams
Delivery of additional services like informal training sessions, as well as professional services on-site
Requires a Bachelor’s Degree and 6-9 years of related experience
Additional Knowledge, Skills & Abilities
RCA reports
Customer Interfacing
Ability to communicate effectively in both verbal and written form
Effective at working in team situations

Technical Support Engineer, Principal, DCI Resume Examples & Samples

Demonstrate ability to handle large number of cases efficiently and effectively
Troubleshoot and diagnose customer issues of highest complexity involving 3rd party products using a variety of resources, including documentation, knowledge base, bug database, source code, and the world wide technical and field teams via Community forums
Act as a source of knowledge and develop other team members by mentoring new hires and junior TSEs, providing constructive feedback on training needs, deliver knowledge in the form of presentations and technical documents. Actively participate in forums, respond to technical questions, share product knowledge with colleagues
Solid programming experience or knowledge of programming languages/technologies
Solid analytical and troubleshooting skills specific to software related issues
Knowledge/experience with development IDEs such as Visual Studio, Eclipse, etc
4 years of Customer Support Experience
Knowledge of various data access APIs(ODBC, JDBC, ADO.Net)
Knowledge/experience with databases (DB2, Hive, Oracle, SalesForce, SQL Server)
Familiarity preferred but not essential: Perl, Kerberos, SSL, TCP protocols, SOAP, REST, IIS, Virtualization (VMWare preferred)

Principal Tech Support Engineer Resume Examples & Samples

Protecting our customers’ businesses by ensuring that backups and restores complete successfully
Improving the operational efficiency of the data protection environment by identifying features, functions or processes that will help optimize the solution
Optimize the Customer Experience by becoming the Trusted Advisor for our customers
Provide technical leadership across the Managed Service Delivery organization by maintaining ongoing dialog with team members and focusing on continued professional development
Assisting with escalations from Backup Operations Specialists. Includes driving problems and issues to resolution
Advanced NetBackup Configuration management and administration
Validate changes to NetBackup policies for new or existing clients
Coordinate with Customer, Service Delivery Manager (SDM), and Service Management Center (SMC) on Change management activities
Plan and perform upgrades of Master and Media servers
Capacity planning management for backup-related infrastructure
Performance Tuning for backup-related infrastructure and software
Problem management (probable cause analysis)
Maintain regular cadence with Customer technical/management contacts
Drive support within Customer IT environment for MBS recommendations
Participate in MBS and Customer IT processes, including Incident, Problem, and Change management
Engage with NetBackup product support and engineering as necessary
Advisor to the team for configuration management and administration
Completing probable cause analysis (PCA) for production-impacting problems
Keeping relevant MBS and customer-facing documentation up to date
Become Customer’s trusted advisor, enabling them to make informed decisions about the strategic direction of data protection solutions
Escalation point for technical issues detected by the 24/7 remote monitoring team
Troubleshoot and resolve backup/restore failures
Analysis of NBU infrastructure, providing corrective action recommendations where appropriate
Capacity management for assigned accounts
Perform Major and Minor upgrades of NBU software
Technical remediation for NetBackup related incidents
Technical resolution of NetBackup related problems
Engage with 3rd party vendors as required in support of operations
Member of a team that supports SLAs for backup success within an enterprise customer environment
Strong ability to influence decisions and interface effectively with a broad variety of customer contacts and Symantec internal resources
Travel may be required to develop customer relationships and/or evaluate the health of customer’s NetBackup environment(s) (less than 25%)
Accustomed to working on an on-call 24x7 basis
Advanced knowledge of the NetBackup Product Suite is required
5-7 years using UNIX and Windows in an enterprise environment
3-4 years advanced NetBackup software product experience and/or administration
Operational understanding of OpsCenter and OpsCenter Analytics (NBU reporting tool) and a commitment to continuously develop OpsCenter knowledge
Strong working knowledge of server hardware, tape libraries and disk arrays
Expertise in contemporary Operating Systems, Advanced Networking Concepts, and Computer Security concepts
Seasoned relationship building skills, and ability to interface with multiple technical teams
Strong communication skills (written, verbal, and virtual)
Self-motivated and able to be successful working remote with minimal supervision
Enjoy working in a highly technical team environment
Customer focused approach with strong customer service skills
Clear understanding of, and devotion to, Change Control Best Practices
Very well organized and able to effectively prioritize work
Degree in computer science, engineering, mathematics, related area or commensurate level of work experience
Strong promoter of Veritas products and services
24x7 on-call availability for critical severity issues and/or system maintenance

Senior Principal Technical Support Engineer Resume Examples & Samples

Minimum 10 years, with related Bachelor’s degree with emphasis in Business, Economics, Engineering, Operations Management, Supply Chain Management or
Minimum 8 years, with related Master’s degree with emphasis in Business, Economics, Engineering, Operations Management, Supply Chain Management or
Extensive work experience developing affordability solutions for programs within a cross-functional or cross-discipline interaction across multiple stages of a program/product life cycle
Applied work experience supporting teams to develop cost evaluations, cost estimates, and proposal submittals
Applied work experience planning and coordinating estimating strategies for development and production programs
Working knowledge of Risk and Opportunity Management
Experience using the following cost estimating model tools: ACEIT, PRICE, SEER or Excel based cost models
Raytheon estimating experience involving recurring and non-recurring costs
Strong written and oral presentation skills to communicate affordability strategies, results, and opportunities with IPTs, programs, RMS leadership and external customers
Desire to work both independently and in team environments

Principal Support Engineer Resume Examples & Samples

Applies advanced technical expertise using standard operating and diagnostic procedures to resolve standard to complex level issues; identifies documents and escalates customer issues to senior resources. Recommends and utilizes standard internal and external diagnostic test equipment and product trace and logging procedures; provide documentation and direct feedback to Field Technical Specialists, Account Managers, Sales and other EMC Technical Support co-workers as appropriate
Monitors and tracks all service calls, provides call status updates at regular intervals and communicates status to customers using Call Tracking Databases. Maintains a "closed-loop" communication style assuring all appropriate individuals are notified of ongoing issues and problem resolution status
Responsible for sharing all acquired knowledge concerning problem resolutions; leads efforts in facilitating problem re-creation and failure analysis systems level issues. Contributes to centralized problem identification and resolution databases; may have senior level tasks similar to Engineering for assigned product and skills
Identifies and interprets interoperability and support matrixes; identifies reviews, creates and delivers timely and highly focused training programs and/or serviceability enhancements within the Field and Remote technical support departments. Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment through a variety of mediums
Act as a remote customer advocate to champion specific customer needs for code currency, reporting and product knowledge in collaboration with field teams. Understands and leverages technical communication structure; may be asked to participate in virtual team training and product knowledge sharing meetings
Will participate in the creation and maintenance of eService applications such as: Chat, Knowledge-base content, Support Forums, etc. Regularly submits content to the knowledge database. Validates technical information and issues early warnings and disseminates information as needed
As a 24x7x365 organization, shift work, holidays and on-call responsibilities; may be required as well as occasional travel to customer sites. EMC Proven Professional Certification desired
Strong background in IT Networking
Familiarity with vSAN (VMWare Product)
Knowledge of Windows Active Directory
Experience with FC, iSCSI and clustering technologies
Experience with backup and recovery tools
8 PRINCIPAL DUTIES AND RESPONSIBILITIES PRINCIPAL DUTIES AND RESPONSIBILITIES

Principal Tech Support Engineer Resume Examples & Samples

Test and verify hardware and software
Six
Experienced with operation and maintenance
Experience with ZUMWALT class Mission

Principal Technical Support Engineer Resume Examples & Samples

Provide premium technical support to Red Hat enterprise customers
Work with Red Hat enterprise customers across the globe on 24/7 basis
Diagnose problems, troubleshoot customer issues, and develop solutions to technical issues
Collaborate on customer cases with the intention to mentor and coach team members as well as exceed customer expectations
Participate in the global initiatives within the organization that helps us drive the better customer experience
10+ years of Linux experience in the enterprise sector with excellent administration skills
Thorough knowledge of the Linux kernel, networking, and memory management
Excellent troubleshooting skills, and a passion for problem solving and investigation
Ability to work with conflicting priorities, take initiative, and maintain a customer-centric focus
Red Hat Certified Engineer (RHCE) or willingness to pursue certification
Ability to quickly and continuously learn our system

Technical Support Engineer, Principal Resume Examples & Samples

Provide ThingWorx knowledge coverage & expertise to Innovation Lab initiatives
Work on new initiatives (both research and building) within the Lab – including but not limited to areas such as proactive support, automation, analytics, digital and online support approaches
3-5 years’ hands-on experience in a related support, services, or software development field that utilized technical and soft skills
Experience in web application development and use of related technologies (Java, JavaScript, SSL, XML/XSL, etc.)
Previous experience in a startup environment
Experience in developing applications in Java or other object-oriented programming language
Extensive experience with aspects of enterprise application suites (networks, database configuration, server configuration, Web Server optimization, load balancing hardware, device configuration and communication, Web application security)

International Product Support Principal Hardware Engineer Resume Examples & Samples

Represent the Voice of the Customer User (VOC-U) in both reactive and proactive work
Communicate effectively with diverse audiences – regional Technical Support teams, Engineering teams, technology partners, and/or customers
Drive technical issues to resolution per objectives leveraging effective root cause analysis
Document resolution strategies and results accurately and with engineering rigor in provided issue tracking tools
Demonstrate proficiency for effective and persuasive verbal / written communication to engineering, business, and/or management audiences as required, both informally and formally, through professional presentation skills. Experience in working successfully with others from multiple countries and/or diverse cultures is highly valued and ultimately expected
Escalate engineering issues to appropriate development teams and/or technology partners in a timely manner
Make high-quality contributions via New Product Introduction (NPI) deliverables as defined by corporate process
Contribute to better corporate products and process through formal submission of 'Lessons Learned'

Principal Technical Support Engineer Resume Examples & Samples

Ability to work in a new environment. While the goal of SR reduction and optimization of the resolution process are clear, the path to get there is not. This is a new area, and we are discovering and learning every day. The engineer must be able to work in this type of environment. (If you like an established structured environment - this is NOT the role for you)
Must have a positive, can-do attitude. You will need to be self-motivated and have the ability to motivate engineers to maximize their success and impact for the delivery organization
Ability to identify opportunities for proactive offerings and then DRIVE results via the engineering team as well as partnering with the delivery and DEV organizations. You should have a passion for continuous improvement
Solid understanding of the Database, EM and ES products is strongly desired - but may not be a requirement if you have solid support experiencing in a similar product line
Ability to design, develop and implement logic and rules using programming and scripting tools (Python, Perl, and/or Java)
Ability to effectively work with your teammates within and outside of the proactive organization. This team will be Global
Very strong communicator (verbally and written) with excellent presentation skills
Very good organizer, maintaining and developing the internal repositories, documentations, wikis and archives
Must be a strong global team worker considering carefully the strengths and needs of all contributors and stakeholders
Must be willing to bring your best every day! This is a demanding role that will stretch your skills as an engineer, visionary, and project leader