Technical Support Consultant Resume Samples
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Technical Support Consultant Resume Samples
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JH
J Hettinger
Joseph
Hettinger
977 Adolf Mountain
Boston
MA
+1 (555) 771 2872
977 Adolf Mountain
Boston
MA
Phone
p
+1 (555) 771 2872
Experience
Experience
Detroit, MI
Technical Support Consultant
Detroit, MI
Schmitt-Marvin
Detroit, MI
Technical Support Consultant
- Provide customers with network assessments and supported alternatives for technical computer network solutions
- Improve product offerings by providing client feedback on features to Product Management and Engineering
- Drive improvement in our Engineering software. Provide your own ideas and bring customer feedback to the R&D team to make our products better
- Drive improvement in our APC software. Provide your own ideas and bring customer feedback to the R&D team to make our products better
- Receive and incorporate feedback to improve personal and business performance
- Working directly with the client to resolve issues and provide quality technical support solutions
- Provide technical support to update and improve anti-corruption online courses
Los Angeles, CA
Field Technical Support Consultant
Los Angeles, CA
Dibbert, Metz and Skiles
Los Angeles, CA
Field Technical Support Consultant
- Performs onsite Rip and GUI applications training to end users, develop action plans for customer workflow improvements
- Feed back and work closely with service manager and site managers to achive best optimization for productivity & life span
- Work according to project plan, installation plan, and escalation plan. Configures system hardware, software and network components
- Build and maintain strong relationship up to senior management level in assigned accounts
- Apply advanced technical knowledge to operate one or more technology areas (e.g. server administration, technical security management, performance management) or customer groups that are critical or high- risk
- Successfully resolve technical issues (hardware and software) from incoming internal or external businesses and end user’s contacts and proactive notification systems
- Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence
present
Phoenix, AZ
Senior Technical Support Consultant
Phoenix, AZ
Jerde-Schulist
present
Phoenix, AZ
Senior Technical Support Consultant
present
- Provides local technical support to UnitedHealth Group’s computer user community.Includes installations, upgrades, computing problem resolution, diagnosis of issue severity, recovery and project implementation
- Will be responsible to document processes used and steps taken to resolve and close incidents
- Daily work will be somewhat self-directed as support issues tend to be less structured and more complex in nature
- Serves as a resource to other technical groups and will be considered the subject matter expert (SME) for technologies assigned
- Application Ownership: Primary and secondary Application Ownership responsibilities for assigned applications
- Providing support and management activities related to desktop application portfolio
- Reduce number of unsupported applications
Education
Education
Bachelor’s Degree in Computer Science
Bachelor’s Degree in Computer Science
Baylor University
Bachelor’s Degree in Computer Science
Skills
Skills
- Superior communication skills both written and verbal (Native Mandarin)
- Experience in customer facing role, remote support, voice coach, telephone support, resolve problems sufficiently through verbal description via telephone or e-support
- Can confidently diagnose problems to hardware FRU level
- Has ability to train team members regarding existing and new technologies (NPI) in all relevant product lines
- Collaborates closely with CC on resolving issues and helps reproduce issues in lab environment
- Knowledge, experience and updating Knowledge Management systems
- Base knowledge of the W3C’s Web Content Accessibility Guidelines v2.0
- Exposure to current tools used by people with disabilities (screen readers and other assistive technologies)
- Experience with accessibility evaluation and validation software
- Understanding of input and output modes used by people with disabilities
15 Technical Support Consultant resume templates
Read our complete resume writing guides
1
Technical Support Consultant Resume Examples & Samples
- Typically requires 0 - 2 years general experience, or equivalent combination of experience and college level education
- Fresh graduates are encourage to apply
- Superior communication skills both written and verbal (Native Mandarin)
- Can confidently diagnose problems to hardware FRU level
- Has ability to train team members regarding existing and new technologies (NPI) in all relevant product lines
- Collaborates closely with CC on resolving issues and helps reproduce issues in lab environment
2
Field Technical Support Consultant Resume Examples & Samples
- Apply advanced technical knowledge to operate one or more technology areas (e.g. server administration, technical security management, performance management) or customer groups that are critical or high- risk
- Integrate technical knowledge and business understanding to create. solutions for customers
- Resolve single- and cross- technology incidents independently. Work with team members to resolve unusually complex or cross- technology incidents
- Proactively and reactively look for solutions to prevent problems from occurring in team/technology area
- Apply HP solutions to meet highly complex customer needs
- Identify additional services that could lead to future service revenue growth
- Provide technical consulting during contract renewal discussions
- Build and maintain strong relationship up to senior management level in assigned accounts
- Design and deliver support solutions using specific industry knowledge and expertise
- Assist in managing delivery of industry support solutions
- Lead Customer Expectation management as part of escalation process
- Lead cross-team or large programs/projects
- Bachelor’s degree preferred or Associate degree holder (technical field) with 5- 7 years working experience in related fields desired
- Thorough knowledge of HP products and services offerings, HP organization, competition, third party products and market trends
- Broad knowledge of corporate organization, job, and policies
- Comprehensive business, technical or functional knowledge at an expert level
- Communicate tactfully with diplomacy up to senior management levels within an organization
- Active listening skills and ability to adjust messages to audience level
- Problem-solving skills (proactive, reactive and creative)
- Able to employ exemplary consulting skills by becoming a trusted advisor to the customer and providing clarity to solution determination
- Well versed in core technical competencies and peaked in some technical area(s) intermediate skills in project management, communication, analysis and presentation
- Provide suggestions for operational efficiencies
3
Field Technical Support Consultant Resume Examples & Samples
- Resolve mosttechnical incidents independently within your technical area. Work with teammembers to resolve more complex or cross-technology incidents
- Apply HPsolutions to meet moderately complex customer needs within area of technicalresponsibility
- At least 3 years of experience as hardware customer support engineer
- Fluency with English: written and verbal communication skills
4
Technical Support Consultant Resume Examples & Samples
- Daily management of large, technically complex and demanding customer accounts
- Proactively monitor client transactions and processes, perform analysis and provide recommendations to necessary parties (i.e. Technology, Customer, Business Leaders) to ensure customer satisfaction with LexisNexis products and services while aligning with LexisNexis strategies and value propositions
- Recognize revenue opportunities and communicate to Client Engagement Team
- Provide technical and product knowledge expertise to clients and internal partners. Clearly and tactfully articulate problems, resolutions, and provide recommendations in an understandable manner to both technical and non-technical audiences via conference calls, WebEx, and in person
- Provide advanced level technical support for escalated customer issues conducting Network configuration, workstation installation, server configuration and hardware configuration analysis
- Set customer expectations and communicate customer priorities to internal support teams
- Travel to customer’s job site to provide on-site process analysis, consultation, training and assistance to customers as requested. Performs reviews, clarifies and clearly understands customer business processes, to gain an understanding of their operations. Translates their business needs into documented processes and procedures. Develops customization and configuration and prioritizes tracks and drives product implementations
- Serve as integral part of the business operations and management of LexisNexis Risk Solutions through driving and supporting effective product usage, workflow, process, and best practices education
- Perform review of client business processes and understand relevant operations. Document and routinely review processes, procedures, customizations and configuration
- Provide advanced level technical support for escalated customer issues conducting Network configuration, server configuration and hardware configuration analysis
- At least 50% of the time will be spent travelling both domestically and internationally to customer job sites. TSC Role will initially be based in the LexisNexis Risk Solutions London office (110 High Holborn, London WC1V 6EU) with split between home and office possible once fully trained
- Education: BA/BS degree in Computer Science or Business discipline or equivalent related experience
- A strong background of related customer service experience required in a professional technical capacity; past customer service, technical support, personal customer contact position and customer advocacy. AML/KYC/ABC/CFT experience in financial institution or other organisation desirable
- Technical: Experience with SFTP, Public Key Encryption, Firewalls and networking, databases (MySQL and MSSQL), Windows and Linux server experience, SOAP and REST Web Services
- Advance Troubleshooting Skills
- Advanced Customer Service Skills
- Able to work with minimal direction; solid time management skills and self-directed
- In depth knowledge of LN products and services allowing to resolve issues from TSAs
- Experience in handling escalated customer support calls, recognized as being Customer Service / Team Player oriented
- Experience working directly with customers in a consultative and business analyst type role
- Proven Customer Service skills with excellent written and verbal communication skills
- Outstanding presentation and training skills
- Be available to assist clients twenty-four hours a day, seven days a week, when notified via on-call pager
- English fluency (written and spoken) required, in addition fluency in French highly beneficial
5
Technical Support Consultant Resume Examples & Samples
- Understand, drive, and optimize the revenue flow to our partners
- Help partners in their day to day challenges by delivering innovative and scalable solutions and troubleshooting issues
- Perform implementation reviews, evangelize new product features and ensure the prompt and proper resolution of technical challenges
- Assist clients in the adoption of new products via upgrades and migrations
- Improve product offerings by providing client feedback on features to Product Management and Engineering
- Some travel may be required
- BA/BS degree in software engineering or related field (in lieu of degree, relevant skills or valuable equivalent experience)
- Strong troubleshooting skills in common web technologies
- Mobile app development skills a significant advantage
6
Line Technical Support Consultant Resume Examples & Samples
- Working with the Director of Operations to help keep the company's network, hardware and software running efficiently
- Liaising with internal project teams to support them to deliver the highest quality technical solutions to our Clients
- Working closely with suppliers and vendors, and suggesting alternatives and new services to the Company
- Networking (including VPNs and Fire-walls)
- Setting up and maintaining Hardware - mostly through existing manufacturers' warranty - Window and Mac laptops as well as devices for test labs
- Managing Azure and AWS accounts and reporting on project and customer usage
- Managing our numerous SaaS providers; including Office 365 and JIRA
- Telecoms, mobile, VOIP and data centre connectivity
7
Customer Technical Support Consultant Resume Examples & Samples
- Provide first and second level support for problem resolution, including reproduction of customer issues, reporting defects and providing workarounds to customers (including patches)
- Interface with product support groups and development groups to facilitate case resolution
- Interpret customer needs, assess impact on the customer and prioritise accordingly
- Participate in ‘Championing the Customer’ – devising customer profile reports, understanding user base and user workflows, top issues, site visits etc
- Maintain awareness of relevant technical and product trends through self-learning/study, training classes and job shadowing
- Bachelor of Science degree in Information Systems, Information Technology, Computer Science, or Engineering or other degree with relevant experience or equivalent knowledge and experience (can be flexible)
- Experience of the electricity, telecoms and other utility domains
- External focus - creates processes with customer viewpoint and impact in mind and goes above and beyond to ensure customer satisfaction
- Knowledge of Magik and/or VMDS
- Able to prioritise and multi-task
- Able to work as part of a team
8
Technical Support Consultant Resume Examples & Samples
- Supports external and internal clients by investigating complex access, configuration, compliance, functionality issues that have been escalated from external and internal clients; troubleshoots using different production and support applications, file archives, logs, and technical team contacts to resolve reported problems. (Approx. 50%)
- Receives and professionally responds to telephone and written requests from clients, account managers, and other internal clients (initial and follow-up). (Approx. 20%)
- Documents research, client communication, and issue resolution in technical support tools. (Approx. 10%)
- Handles post-promotion testing, on-call support for urgent requests (including after hours support). (Approx. 5%)
- Assists in support improvement efforts and training working with clients, developers, and other technical staff to achieve desired outcome. (Approx. 10%)
- Assists with other assigned tasks, as needed. (Approx. 5%)
- Bachelor’s degree, preferably in a technical field or 3 years in a related role (i.e., technical customer service/support experience in a SaaS environment)
- Working knowledge of Windows-based applications, file structures, editors, and file transfer methods
- Technical experience working with databases, data files, logs, configuration, and troubleshooting
- Familiarity with project or ticketing software
- Excellent communication skills, including grammatically correct speech and written correspondence
- Addresses customer needs, even in difficult circumstances
- Analyzes sensitive employer client data to resolve issues
- Works as a team player with customers and internally with peers, adjacent teams, and management
- Independently organizes own work and handles multiple, conflicting priorities, interpreting and applying complex information while troubleshooting successfully and professionally
- Proficient at learning new technologies/applications quickly
- Creative problem-solving and strong analytical skills.
- Comprehends and gains competency with multiple Workforce Solutions applications and services
- Desire to keep service/application knowledge current.
- Regular and punctual attendance is a requirement of the position
- Working knowledge of Equifax applications and services, SQL
- 2 - 5 years of experience
9
Technical Support Consultant Resume Examples & Samples
- Debugging and appropriate debugging tools usage skills in general TCP/IP net-working, UNIX and/or Windows Operating systems, HTTP protocol and re-quest processing, SMTP, etc
- Proficiency in HTML, DHTML, CSS, XML, AJAX, Apache & IIS
- Experience and ability to conceptually understand the implications and propose architectures for large Web based solutions of different sizes – their implications on the solution concept and development, as well as the impact of caching and other performance related measures
- Either a Bachelor or Master’s degree in Computer Science plus 4-6 years’ experience in the Web and/or ECMS technologies space
10
Senior Technical Support Consultant Resume Examples & Samples
- Provides local technical support to UnitedHealth Group’s computer user community.Includes installations, upgrades, computing problem resolution, diagnosis of issue severity, recovery and project implementation
- Will be responsible to document processes used and steps taken to resolve and close incidents
- Daily work will be somewhat self-directed as support issues tend to be less structured and more complex in nature
- Serves as a resource to other technical groups and will be considered the subject matter expert (SME) for technologies assigned
- Application Ownership: Primary and secondary Application Ownership responsibilities for assigned applications
- Providing support and management activities related to desktop application portfolio
- Reduce number of unsupported applications
- Address service tickets (level3) for assigned applications and aid in reducing the overall escalation to Level 3 via building clear and concise knowledge and communications for assigned applications
- Maintain version control within the environment and knowledge of the lifecycle information for product roadmap
- Escalate to vendor when appropriate and maintain vendor relationship
- Provide updates and patches throughout the lifecycle of the application (Responsible to ensure product meets security standards through research and application of
- Patches as necessary to protect against vulnerabilities)
- Work with Software Compliance to mitigate risk of non-compliance of the application in the environment. (software removals)
- Cross train and provide knowledge transfer to secondary application owner
- Provide consultative services to end users related to product availability, use, cost, roadmap, etc. of assigned application. (Subject Matter Expert)
- Ensures knowledge related to application is accurate and kept current
- Complete applicable product compatibility testing/remediation within the environment when dependencies change (Invincea, AppSense, Windows OS, etc.)
- If applicable, approver for application access/use (Restricted Application Requests, SECURE Requests, etc.)
- Engage Server Operations and/or Engineering as needed for support of application
- Support Client Issues for Service Platforms: PDA/Mobile Devices(BYOD & Corporate Liable), Email/Outlook, Enterprise Faxing Services(RightFax), Provisioning Portal (APS)
- Address all incoming service tickets/reported issues from end users related to above assigned platforms
- Engage with Server Operations team as needed to understand the infrastructure, assign tasks, solve/document issues and add to existing knowledge
- Ensure "How To" documents for our end user community is relevant, up-to-date and easy to access
- Assist in updating/maintaining documentation for service
- Work with vendor to know and understand lifecycle information, obtain new and upcoming knowledge, and to enter incident tickets as appropriate with vendor
- Ensure client software is updated as needed with respective platform
- Incident/service request triage for level 3 workgroups (rotating schedule)
- Project work assignments not specifically related to assigned applications
- 5+ years of experience in an IT Desktop Support role – troubleshooting technical issues and providing end user support
- 3+ years of experience in a SME (subject matter expert) role for desktop applications
- 3+ years of experience with an advanced understanding of desktop application installation/configuration
- 2+ years of project participation/support experience
- Proficient with Microsoft Office Suite & Microsoft Outlook
- Experience supporting PDA/Mobile Devices
- Vendor relationship management in a technical support role
11
Technical Support Consultant Resume Examples & Samples
- Educate customers on the use of Adobe’s Marketing Cloud solutions
- Accurately record and maintains incident in accordance with department standards
- Participate in department team meetings
12
Technical Support Consultant Resume Examples & Samples
- Conduct technical reviews and maintain systems and procedures to support the design of solutions that enhance National Grid's energy efficiency and load management programs
- Develop and maintain effective relationships with the technical support team, account prospecting, inside and outsides sales, energy product and program management teams and external vendors in order to facilitate communications, integrate work and ensure the successful delivery of energy efficiency measures for customers
- Coordinate internal and external resources assigned to perform technical assistance studies, commissioning analysis and reports in order to ensure timely availability information and data necessary to develop effective energy efficiency programs and services as well as all renewable type resources
- Manage the day to day relationship with external vendors, contractors and consultants including interpretation and application of established contractual agreements and service level agreements to ensure adherence to standards and best outcomes for National Grid
- Utilize established financial systems to track EE and O&M budgets in order to ensure the group meets its financial obligation to the company
- Challenge existing policies, procedures and technologies and continuously seek ways to do things better in order to ensure the technical support team's delivery of highest quality customer service in a cost-effective manner
- Provide technical guidance, support and coaching to others in order to share knowledge and increase understanding of National Grid's energy efficiency programs and services
- Analyze and evaluate developments in electric and gas technologies from a wide range of data sources in order to identify how different scenarios may impact upon the business and to deliver strategies for integrating cost effective energy efficient technologies into current projects
- Draw up technical requirement specifications to support senior management in defining energy efficiency and load management technology plans and strategies to enhance business performance
- Oversee the work of internal and external resources in delivering complex and custom designed energy efficiency programs to ensure successful implementation and the highest levels of customer satisfaction
- Translate energy efficiency objectives into clearly defined business cases, costs or schedules in order to support achievement of the company's gas and electric energy efficiency goals
- Bachelor’s degree in mechanical / electrical / chemical engineering, other related field with 3+ years of work experience
- Experience in renewable energy, project management and/ or people management a major plus
- Knowledge or willing to understand various regulatory policies and interconnection related standards
- Able to read schematics, one-lines. Recommend/ oversee changes to documentation
- Working knowledge of Geographic Information System (GIS) or ability to be trained
- Demonstrates the ability to interpret information and analyze relationships among several parts of a problem or situation in order to clearly articulate the findings and anticipates obstacles and thinks ahead about next steps
- Understands and identifies training or developmental needs of others and has the ability to design and establish new programs of work to support them
- Support and be part of a team environment
- Demonstrates strong interpersonal skills including human resource management, negotiations and communications. Let’s people affected by a decision know what’s happening and is able to clearly articulate reasons for a decision
- Understands theory behind policies and processes and demonstrates the ability to challenge existing processes and ways of working e.g. taking action to avoid future crisis or create opportunities to improve existing practices
- Excellent organizational, data management and computer skills
- Proficient in using Microsoft Office software products
- Experience with utility electric and gas construction a plus
- Ability to represent the company in meeting and seminars, present material as needed
- Demonstrated superior customer service and analytical skills
- Must have a valid driver's license with safe driving history
13
Technical Support Consultant Resume Examples & Samples
- Be committed to "being there" for our customers and share our dedication in striving to deliver world class customer service, Technical support, and first call resolution!
- Passionately provide technical support and build rapport with a variety of customers and their changing technical requirements
- Handle inquiries about repair, replacement, technical problem resolution and connectivity
- Analyze of issues with telecommunication equipment and/or devices and associated desktop software
- Trouble shoot the required resolution; including, account provisioning, device functionality, device configuration, application support, software downloads, network connectivity by escalating internal, and vendor issues
- Complete accurate transactions with a sense of urgency and an eye for detail
- Take appropriate action to efficiently resolve issues
- Take accountability to solve issues from beginning to end
- Receive and incorporate feedback to improve personal and business performance
- Proactively profile customer needs and match our products and services to those needs
- Post-secondary education in a computer-related environment or comparable work experience
- Available to work a flexible schedule including evening, weekends, and holidays shifts
- Excellent active listening and communication skills
- Customer Champion: Passionate about providing world class customer service
- Passionate about the telecommunication industry and technology
- Ability to multi-task (navigating between multiple screens, while effectively carrying a conversation)
- Must be computer literate (strong keyboard & internet navigation skills, basic math skills, etc.)
- Dedicated to go above and beyond to deliver exceptional service to our customers while building strong relationships and answering technical service inquiries
- Proven past experience in a customer service or technical support role preferably in a call center
- Proven ability to resolve customer issues in a professional and timely matter
- Thrive in a fast-paced, highly competitive environment
- Thrive to meet or exceed Call Centre monthly performance objectives including call handle time, problem resolution and schedule adherence
- Proficiency in both English and French languages – reading, writing and oral interaction
14
Technical Support Consultant Resume Examples & Samples
- Must be a Graduate
- 2 years previous Technical Support Center experience required
- In lieu of Support Center Experience, hands-on work experience in a Print Publicationscompany using Adobe’s Design Software (InDesign and Illustrator) or competitive products is equally acceptable
- Experience in troubleshooting software on Windows and /or Mac operating systems
- Knowledge of vector artwork, printing booklet, colorization & GPU
- Basic understanding of OpenGL, Open CL and CUDA
- Experience working in a team environment, managing a diverse workload
- Outstanding written & verbal communication skills in English with a neutral accent
- General cultural awareness, particularly for agents who are supporting customers in a region other than the one they’re located in (e.g. ability to detect & understand different regional accents, general knowledge of what the capital of the country is, the main cities or regions, etc. to avoid having to make spelling requests of customers)
15
Senior Technical Support Consultant Resume Examples & Samples
- Performing root cause analysis on customer issues with the goal of enabling both peers and the customer to grow their knowledge of the product
- Thoroughly documenting all communication, troubleshooting, and activity on issues reported by customers
- Educating customers on specific product functionality required to resolve their issues
- Writing and presenting internal\informal courses on troubleshooting areas of product functionality
- Creating solution entries as required
- Working cooperatively with other Technical Support team members and members of other Adobe teams such as consulting services, Engineering, technical operations, and deliverability
- Timely communication with customers concerning status of open support issues
- Troubleshooting issues related to 3rd party software applications
16
Senior Technical Support Consultant Resume Examples & Samples
- Drive measurably high levels of customer satisfaction that lead to customer loyalty and retention
- Provide customer support via telephone, email and live chat
- Assist in testing new and enhanced product features
- Manage incidents professionally and within stated timelines
- Troubleshoot, validate, and report customer submitted bug reports
- Assist Engineering staff in resolving product issues
- Assist in special projects and other duties as assigned
17
Senior Technical Support Consultant Resume Examples & Samples
- Strong working knowledge and understanding of HTML, JavaScript, and Web 2.0 landscape
- Practical understanding of JQuery, Angular JS, Any JS Framework
- Working knowledge of API (Application Programing Interface)
- Understanding of Third Party Data Exchange, DMP will be an added advantage
- Experience working with data warehouses, including writing custom SQL queries
- Experience using web analytics tools (e.g., Site Catalyst, Google Analytics, etc.) will be an added advantage
18
Technical Support Consultant Resume Examples & Samples
- Position involves working in a fast-paced "store-like" environment
- Bachelor's Degree and 3-5 year's of experience in a related area are required
- Strong knowledge and experience with mobile devices like iPhones and Samsung
- Familiarity with AirWatch and Active Sync
- Strong face-to-face customer service skills are a must
19
Technical Support Consultant Resume Examples & Samples
- Demonstrates a depth and breadth of knowledge/skills in own area and is often able to apply these outside of own function
- Often acts as a technical resource to others in own function
- Follow all escalation procedures according to service level agreement
- Use remote control tool to assist end user when needed
- Provide an accurate record of each call in an incident management tracking tool
- Proficiency in Microsoft office products, Windows XP, Outlook, remote control tools, VPN, and Networking. Experience with documenting tickets in an incident tracking system
- 2+ years of Technology Support experience
- Executive Technical Support
- 1+ year of experience with PC operating systems including Windows 7 and XP
- Remote technical support
- Experience with MS Office (including Word, Excel, Outlook and PowerPoint)
- Ability to provide 24x7 executive support
- MCP Certification
20
Technical Support Consultant With Swedish Resume Examples & Samples
- Provide technical support for software products, services and other subscription services and third party products via telephone, email, and/or chat
- Meet predetermined targets and represent the company in a professional manner
- Update customer information and transaction information as needed into the database
- Meet and exceed requirements for deliverable output
- Excellent Swedish language along with good English
- Excellent computer knowledge in the following areas
- Uninstall/reinstall programs correctly
- Knowledge of Task Manager/Command prompt/Navigation to files/folders
- Complete working knowledge of Windows Operating Systems
- Very good customer orientation
- High School or University Diploma
- Some experience in a service or support center and related understanding of technical troubleshooting, including: Operating systems, Personal firewalls, Anti-Virus software, Client-based applications will be considered as big advantage
21
Expert Technical Support Consultant Resume Examples & Samples
- Provide higher-level technical support to customers via the telephone and/or Internet (e.g., instant message, email)
- Assess the nature of system or service issues and resolves technical or sophisticated support problems through independent judgment and advanced problem solving skills
- Maintain a log of system issues and conveys customer feedback to product development staff
- Possess expert knowledge of organization's products
- Assist field technicians who are troubleshooting problems or repairing product
- Serve as technical resource to other team members
- Bachelors or Graduate degree in computer science/IT or relevant work experience
- More than 2 Professional/Technical certifications obtained and maintained
- Typically requires 7+ years experience with healthcare products in a support, development or consultancy environment, of which at least 5-7 years experience is in developing or supporting the assigned products and a demonstrated competence in functional or technical components of the assigned products
- Ability to write and execute MicroSoft SQL code against very large databases (multiple terabytes) without impacting users in a live production environment
- Troubleshoot and assist in writing and customization of Database reports including assisting clients with syntax, data retrieval and configuration as required
- Troubleshoot and repair production databases using familiarity with concepts such as indexes, foreign keys and triggers to safely perform the modifications
22
Senior Technical Support Consultant Epsi Resume Examples & Samples
- Interact with customers to help troubleshoot and resolve highly complex technical product problems or issues
- Diagnose and resolve complex customer questions or problems over the telephone/Internet in the areas of system configurations/setup, product functionality, and bugs/enhancements
- Communicate with product development department to improve on current design or to identify possible problems with design
- Bachelor's Degree in Finance, Accounting or Computer Science/IT or relevant work experience
- 1 Professional/Technical certification obtained and maintained
- Minimum of 4 years experience with healthcare products in a support, development or consultancy environment
- At least 3years of experience developing and/or supporting assigned products, EPSi
- At least 2 years of technical issue resolution and escalation procedures
- Professional and/or academic experience in SQL and relational database concepts
- Proven experience managing multiple projects with multiple priorities
- Strong communication skills including client facing experience
- Quick learner and ability to adapt to new challenges and change
- Proven problem solving and analytical skills
23
Technical Support Consultant Resume Examples & Samples
- Assignments will be varied. Your time will be divided between solving customer technical support problems with our APC software via telephone/web, implementing APC projects, delivering high quality training on our APC product line and other department projects as needed
- Drive improvement in our APC software. Provide your own ideas and bring customer feedback to the R&D team to make our products better
- Serve as a technical expert and provide technical leadership in several specialized areas within our APC technical support team after attaining sufficient experience
- Develop and maintain APC training course materials and curriculum to include newly released functionality and the latest trends in Process Control implementation methodology
- Author white paper solution articles for publication to the user community through our support web knowledge base
- Bachelor’s, Master’s or Ph.D. in Chemical Engineering or related discipline
- Experience with Process Control is higly desired. Will consider candidates with little or no experience with related University project work
- Hands-on problem solving skills with a drive to deliver quality work
- Travel to customer sites if required. Travel is usually less than 25% and may occasionally be international
24
Principal Technical Support Consultant Resume Examples & Samples
- Assignments will be varied. Your time will be divided between solving customer technical support problems with our AES software via telephone/web, delivering high quality training on our AES product line and other department projects as needed
- Conduct technical incident reviews for customers, perform health checks, organize webinars to the customer base on new features introduced in AES software, document the technical issues as solutions. Recommend best practices to the customers on how to achieve more benefits from AES product suite
- Drive improvement in our AES software. Provide your own ideas and bring customer feedback to the R&D team to make our products better
- Author white paper solution articles for publication to the user community through our support website
- Have in-depth understanding of the theory and practice in the chemical engineering field as well as the theory behind Aspen Tech modeling products
- Serve as technical expert and provide technical leadership in several specialized areas in steady-state or dynamic simulation such as distillation modeling, physical properties, and Visual Basic programming
- Mentor junior level customer support engineers or consultants by virtue of broad industrial experience and in-depth product knowledge and skill
- Review unresolved issues to ensure proper resolution of customer’s problems and provide second level support to complex problems through broader technical knowledge
- Deliver training at all levels, both at customer site or through public course offerings
- Beta test pre-released versions of AspenTech software and Perform modeling service projects as needed
- Provide first level technical support for customers in product installation, usage, and software licensing. Interprets client needs and identifies solutions to non-standard tasks/queries
- Provide public and customer training as needed at Aspen Tech office locations and at customer sites. Occasional overnight travel may be required
- Demonstrated ability to respond to requests in non-standard situations, investigate, and develop effective solutions to problems
- BS in Chemical Engineering with strong background in chemical engineering thermodynamics
- 8 - 10 years of industry experience required
- Experience with Aspen Plus product family or Aspen HYSYS product family and cost estimation is a must
- Background or experience in other simulation software preferred
- Excellent trouble shooting, communication and customer relationship skills
- Preferred experience with VBA and Aspen Basic Engineering
- Travel up to 25%, domestic and international
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Senior Technical Support Consultant Resume Examples & Samples
- Troubleshoot a wide range of product usage and application issues, primarily through remote telephone and E-mail support but also through occasional on site visits
- Provide second – tier technical support for customers in product installation, usage, and software licensing. Interprets client needs and identifies solutions to non-standard tasks/querie Provide public and customer training as needed at Aspen Tech office locations and at customer sites. Occasional overnight travel may be required
- Operates under general supervision, prioritizes, organizes own work to deliver to deadlines
- Work as a team with other Support Consultants to accomplish the goals and objectives of the support organization. Shares own expertise with others; provides guidance and support to others
- Bachelor’s degree required in Chemical Engineering or another Science or Engineering discipline
- 5 - 8 years of related technical support experience required
- Excellent communication, interpersonal and customer relationship skills
- Be able to work well in diverse teams composed of people with varied backgrounds
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Technical Support Consultant Resume Examples & Samples
- Interact with customers to help troubleshoot and resolve complex technical product problems or issues
- May travel to client site in order to resolve extremely complex customer and product issues
- Typically requires 2 - 4 years of experience with healthcare products in a support, development or consultancy environment, of which at least 1 year of experience is in developing or supporting the assigned products and a demonstrated competence in functional or technical components of the assigned products
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Senior Technical Support Consultant Resume Examples & Samples
- Expected to provide mentoring, training and training content development for customer and Support employees
- At least 1 Professional/Technical certification obtained and maintained
- Typically requires 4 – 7 years experience with healthcare products in a support, development or consultancy environment, of which at least 3 – 5 years experience is in developing or supporting the assigned products and a demonstrated competence in functional or technical components of the assigned products
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Field Technical Support Consultant Resume Examples & Samples
- Applies experience and subject matter knowledge to solve common and complex issues related to printing and color management utilizing established guidelines and/or recommends appropriate alternatives
- Performs onsite Rip and GUI applications training to end users, develop action plans for customer workflow improvements
- Escalation point for onsite engineers, remotely or onsite as needed. Works closely with respective Product Managers for escalations and product technical information. Works closely with regional service management. Understands customer goals; identifies consequences of various solutions
- Work according to project plan, installation plan, and escalation plan. Configures system hardware, software and network components
- Assembles and integrates system/product, and verifies system/product operation. Provides customer with overview of installation activity and site-specific information
- Maintains a high level of customer satisfaction by clarifying customer needs and ensuring that they are met
- Handles customer-relations problems promptly and appropriately, escalate issues according to established procedures
- Technical degree or equivalent experience in Color Management and Printing
- Strong customer support and training skills
- RIP experience, Caldera and Onyx
- Adobe SW experience a plus
- Experienced effectively dealing with conflict
- Communicates well verbally, in writing, and graphically
- Computer literacy Mac and PC
- Network, and web navigation familiarity
- Ability to establish clear goals and formulate plans to achieve them
- Good problem-solving skills
- Good consulting skills
- Works independently and as part of a team
- Excited about technology and has the desire to learn new tasks and technologies
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Technical Support Consultant Resume Examples & Samples
- Technical support
- Work with customers on technical issues received via phone call, web chat and e-mail. Complete research and provide solutions to customers within defined period
- Communicate effectively and efficiently to customers and internal staffs
- Create the product solutions
- Beta testing and help to improve the product quality
- Trainings
- Deliver the product trainings at the office and customer site in Worldwide to meet the demand from customer
- Deliver the training by virtual and face to face
- Support sales closing by presentation and demonstration
- BS in Chemical Engineering minimum
- Excellent communication, customer relationship and troubleshooting skills
- Process simulation and modeling experience (HYSYS or Aspen Plus) is mandatory
- Dynamic modeling, Heat Exchanger design experiences are advantage
- Business Korean and Business English communication skill are mandatory
- No restriction for business trip
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Technical Support Consultant Resume Examples & Samples
- Reviewing sales proposals from the IDEXX sales team to ensure the technical accuracy of products and services
- Resolving inbound customer calls relating to system hardware or software issues
- Providing the appropriate level of troubleshooting and advice for technical issues to technical and non-technical customers
- Performing a variety of database-related support work, including ensuring databases are accurate and functioning properly, verifying the accuracy of product shipment codes, and testing user scenarios to ensure systems operate as designed
- Providing an outstanding customer experience
- An Associate’s or Bachelor’s degree in a scientific discipline or computer-related discipline preferred, or the equivalent combination of experience and education
- Experience providing excellent customer service, ideally in a contact-center or call-center environment
- Experience in a technically-related field, veterinary practice or laboratory setting is ideal
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Technical Support Consultant Resume Examples & Samples
- Deliver first time resolution by handling customer requests and resolving customer’s technical and non-technical issues as often as possible during the first contact for assigned products on the Adobe Forums
- The Job will include handling both Customer Service & Technical support issues for Adobe Products
- Support customer through Forum channel
- Provide a professional & competent standard of online support for Global customers
- Accurately document all customer interactions in a case tracking database, when applicable. Content to be logged in full written English
- Follow-up on forum interactions in timely fashion
- Demonstrate ownership and willingness to resolve issues in a timely manner
- Ability to assess customer sentiment at all stages during the communication, to take the lead in escalating an issue on behalf of the customer and to arrange for a supervisor to mediate in the interaction if deemed necessary by you or if requested by the customer
- Understanding of escalation handling procedures
- Resolve customer issues on Adobe Forums, through the use of a knowledgebase, direct use of product and operating systems, product user guides and collaborative guidance from the Social Support Leads and Support Product Managers
- Report top call generators, severe issues, new emerging trends, feature requests and common how- to questions
- Should forward any issues/escalations to next level of support for further resolution
- Understand Top Issues documented by Support Product Managers to identify additional instances and support the resolution thereof
- Interact with community champions and raise issues to Support Product Managers and/or Community Managers
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Technical Support Consultant Resume Examples & Samples
- Provision of Technical Support and issue resolution services to Adobe's vendor teamsand/or directly to key Enterprise customers, leveraging appropriate internal andexternal resources to bring cases to closure
- Responsible for following established processes and policies in all customers’interactions and escalations
- Accountable for personal achievement against performance targets including caseresolution and turnaround time, open case ageing, first contact resolution rate, andcase quality and customer satisfaction
- Participation in Business Intelligence processes including taking an active role inKnowledgebase document creation, incident case notes logging and recording, buglogging etc
- Responsible for ongoing knowledge and skills development and also for identifyingdevelopmental needs and addressing knowledge gaps
- Technically educated to degree level with a minimum of 4 years’ experience in this or similar capacity. Highly computer literate with excellent and demonstrable knowledge of technologies applicable to area of product coverage (Dependable, confident, tenacious) but also able to follow the chain of command and adhere to established practices and policies. Excellent inter-personal skills and the ability to communicate clearly at all levels. Bright and enthusiastic with an outgoing personality. Excellent oral and written communication skills with an ability to influence others and gain acceptance for your ideas, sometimes in sensitive situations. Ability to remain calm, have a flexible attitude and to work with minimum supervision. Able to priorities tasks and manage time effectively. Predisposition to innovative thinking. Natural inclination to champion customer needs and willingness to advocate on the customers behalf to other groups and departments. Ability to work flexible hours on a rotational basis to provide 24x7 support coverage
- 4+ years demonstrated professional experience in a technical support role. Superior account management and customer relationship skills. Deep understanding of Windows operating systems. Mac OS knowledge desired. Experience using Video & Audio products like Premiere Pro, After Effects Audition, Prelude, Media Encoder, or other products from the Adobe Web family. ACE in any of the video products would be added advantage. In-depth understanding of Enterprise Deployment, Adobe IT tools (CCP, PRTK, AUSST, RUM), SSO & Active Directory will be preferred. Should have advance level understanding on network proxies and SCCM. Solid knowledge on various Video file formats codecs, third party Plug-ins, video & hardware devices used in Video apps and key features of various products. Independent, self-motivated work and learning style, focused on staying current with emerging technologies. Excellent English written and oral communications skills a must
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Technical Support Consultant Resume Examples & Samples
- Serve as a technical expert and provide technical leadership in several specialized areas within our Engineering technical support team after attaining sufficient experience
- Previous experience in the industry - 3- 5 years of experience required
- Bachelor's, Master's or Ph.D. in Chemical Engineering
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Operational Technical Support Consultant Resume Examples & Samples
- Serve as primary IT resource for small to medium - size projects
- Work with business segments to better define project requirements for development and implementation
- Work with developers to get projects developed and implemented
- Assesses and interprets customer needs and requirements
- Solves moderately complex problems and/or conducts moderately complex analyses
- Works with minimal guidance; seeks guidance on only the most complex tasks
- 2+ years of development or production support experience
- 2+ years of SQL database experience
- 1+ years of experience in SSIS
- 1+ years of experience in .Net
- Experience in Healthcare data
- Bachelor's degree or HS diploma / GED preferred
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Senior Technical Support Consultant Resume Examples & Samples
- Manage customer queries reported by customers via telephone, web chat and e-mail using CRM Salesforce
- Troubleshoot product license and installation and related technical issues
- Advise customer on configuration, license/token usage
- Escalation of issues to other disciplines within AspenTech, e.g. Research & Development or Professional Services
- Resolve issues within agreed KPI’s and SLA’s
- Creation of knowledge base articles for distribution to customers
- Participate in beta testing of future software releases to help drive improved product quality
- Provide support to Sales, Business Consultants and Marketing as and when required
- Knowledge transfer for internal staff
- Bachelor's Degree in Computer Science or related subject
- Knowledge of Windows Server troubleshooting, virtualization (e.g. VMWare, HYPER-V), network troubleshooting,
- Knowledge of Microsoft Active Directory, DNS, DHCP, Exchange and File Servers
- Knowledge of C++, COM, WPF, database technologies, web technologies and cloud tech-nologies is desirable
- Knowledge of AspenTech Plant Operation products an asset, particularly InfoPlus.21 and/or DMC plus would be an
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Technical Support Consultant Resume Examples & Samples
- Provide technical support to AspenTech's customers through phone, Email, and Web
- Provide support coverage during the hours required and troubleshoot customers' problems and communicate findings and solutions to the customers. Document the progress of each technical issue and solution in a CRM system
- Create on-line technical articles (Tips, FAQS, etc) for publication on AspenTech’s support website and maintain an on-line knowledge base in this solution area
- Test pre-released versions of AspenTech software
- Deliver training on these software products to AspenTech customers at the customers' sites or through public training classes. Execute consulting service projects if required
- BS or equivalent in Computer Science, Chemical Engineering, or another Science or Engineering discipline, with strong background in the network and data structure and management area
- Minimum 2 years experience
- Excellent communication, interpersonal and customer relationship skills. Excellent English skill (verbal and written) a must
- Troubleshooting skills and Microsoft platform experience required
- Software development and database experience or process manufacturing experience beneficial
- Willingness to travel for training and on-site visit as required
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Field Technical Support Consultant Resume Examples & Samples
- Video Conferencing support, maintenance, and troubleshooting experience a plus
- Data Center Hardware and Infrastructure support and troubleshooting
- Racking and Stacking Experience
- Broad knowledge of company products and services offerings
- Basic knowledge of corporate organization, job, and policies
- Comprehensive business, technical, or functional knowledge
- Well versed in core technical competencies (Outsourcing Services (OS), networking, core company applications)
- Communicate effectively and tactfully to technical level, first- and middle-level management within an organization
- Active listening skills and ability to adjust messages to audience level. Problem-solving skills (proactive, reactive and creative)
- Able to identify alternative actions, sets appropriate priorities and identifies creative and practical solutions
- Technical background or significant technical understanding to communicate with customers and technicians for problem determination and solution implementation
- Basic project management, communication, and analytical skills
- Able to suggest operational efficiencies
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Senior Technical Support Consultant Resume Examples & Samples
- Deliver First Call Resolution by handling customer requests and resolving customer’s technical and non-technical issues as often as possible during the first contact for assigned products
- Provide a professional & competent standard of phone and online support for Global customers
- Accurately document all customer interactions in a case tracking database. Content to be logged in full written English
- Communicate and articulate clearly with the customer (in both verbal and written communication)
- Call back customers waiting for follow-up in the agreed timeframe
- Manages all customer communication with the appropriate level of etiquette, timeliness and professionalism, whilst working towards achieving agreed operational targets
- Understand the issue’s business impact
- Resolve known customer issues through the use of a knowledgebase, direct use of product and operating systems, product user guides, and other reference materials
- Resolve undocumented customer issues through advanced problem solving
- Obtain general understanding of OS and application operations related to product usage
- Report top call generators, severe issues, new emerging trends, feature requests and common how-to questions
- Participation in Business Intelligence processes including taking an active role in Knowledgebase document creation, incident case notes logging and recording, bug logging etc
- Responsible for ongoing knowledge and skills development and also for identifying developmental needs and addressing knowledge gaps
- Strong fault finding methodologies and practices in software integration in multi‐platform systems
- Proven ability to research complex technical issues
- Proven experience in a customer facing or support environment
- Excellent Trouble shooting skills (especially performance related)
- Strong working knowledge of one or more of the following platforms: Windows, MAC OS Technical knowledge of Web servers: IIS, Apache, Websphere, JRun, Weblogic and Web based
- Applications
- Technical knowledge in content creation tools like Captivate, Presenter is a plus
- Some knowledge in a structured programming language e.g. Perl Scripting, C, C++, VB
- Intermediate technical knowledge in SQL / Oracle / DB2
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Asset Management Technical Support Consultant Resume Examples & Samples
- Provide first and second level support for software problem resolution, including reproduction of customer issues, reporting software defects and providing workarounds to customers (including patches)
- Interface with product support groups within the engineering function to facilitate case resolution
- Interpret customer needs, assess impact on the customer and prioritize accordingly
- Accurately record and document case activity in a web based issue resolution tool
- Diligently monitor case metrics as an indicator of performance, on time delivery of milestones, backlog and SLA span for support issues; utilization and productivity
- Encourage customer feedback and escalate major, elusive or recurrent issues that affect customer satisfaction
- Provide feedback to development and quality teams and participate in Quality Audits, as necessary
- Perform on-site/remote customer support when required
- Good knowledge of, and adherence to, company internal systems and processes. Total commitment to integrity
- Help grow team expertise through knowledge sharing (showcases, presentations, technical blogs)
- Contributing to wider Services project work when appropriate, such as testing activities as part of knowledge transfer
- Bachelor of Science degree in Information Systems, Information Technology, Computer Science, or Engineering or other degree with relevant experience or equivalent level of experience (can be flexible)
- Interest in, and understanding of software development (coding) and processes
- A geospatial background is advantageous, prior involvement with Smallworld GIS products is particularly sought after
- Experience with technologies related to the Smallworld product suite, such as Java, JSF, Websphere, FME, .Net and Oracle preferable
- Able to work effectively as part of a team
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Technical Support Consultant Resume Examples & Samples
- SQL query language, explerience writing and executing scripts preferred
- Proven software troubleshooting and communication skills
- Experience working within the Healthcare Industry, utilizing, implementing or supporting software applications intended for healthcare delivery is a plus
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Technical Support Consultant Resume Examples & Samples
- Support experience in a technical process would be most preferable
- Should have basic technical troubleshooting skills and OS knowledge
- Strong written communication skills are necessary, with an emphasis on grammar / spelling excellence
- Demonstrated self-starter with the willingness to work cooperatively across teams to drive multiple projects and work streams
- Ability to interact with many people and multiple interruptions while staying on task
- Good judgment and discretion when dealing with sensitive topics
- 1-3 years demonstrated professional experience in a technical role
- Deep understanding of Windows operating systems. Mac OS knowledge desired
- Experience using Document Cloud products like Acrobat, Reader and eSign (formerly EchoSign) or other similar product is preferred. Resource will be expected to cross skill and provide support to multiple products
- In-depth understanding of product installation will be preferred
- Independent, self-motivated work and learning style, focused on staying current with emerging technologies
- Excellent English written and oral communications skills a must
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Funds Technical Support Consultant Resume Examples & Samples
- Test, implement and maintain FundRun and Marketsweep product requests. This includes the setup of the product, the setup of the transmission, and the support of the content
- Responsible for being a dedicated representative for a portion of the top Funds clients. This includes building a strong relationship, maintaining documentation of the client deliveries, creating and maintaining new setups, and overall satisfaction of the client
- Collaborates with members of Client Service and Product Management to answer day-to-day questions, resolve problems, and work on product enhancements
- Assist the Supervisor and the Manager during a crisis situation by escalating issues, help resolve problems, and assist other members of the team
- Work on upcoming projects with clients, Product Management, and the Supervisor and Manager to enhance product offerings, tools, and documentation
- Provide training to new and existing staff on the products, tools, and new initiatives
- Provide back up support to our Custom Data products which include answering client questions, resolve issues, monitor production and provide notifications to clients
- Provide after-hours support to resolve client issues/concerns that may arise
- Prepares information for monthly status reports on new client set-ups, product enhancements, and special projects
- Monitor production on a daily basis
- Some travel may be required and is recommended to build client relations
- Knowledge of the Financial Data industry
- Ability to motivate and successfully lead a group
- Tremendous customer service skills including excellent business judgment skills when dealing with clients
- PC skills – ability to use Microsoft Word and Excel. Knowledge of Outlook, Salesforce, Oracle and Lotus notes a plus
- Ability to organize and manage multiple tasks in a fast-paced environment, under stringent time constraints
- Analytical skills required to review data, apply logic and reason, and draw appropriate conclusions about findings
- Exhibits professional and positive attitude, while being diligent, proactive, and detail-oriented
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Technical Support Consultant Resume Examples & Samples
- Provide overall support to make the “anti-corruption.org” webportal user-friendly and easily accessible
- Transfer of files and database from the domain of home.corruptioncourses.com to anti-corruption.org
- Provide technical support to update and improve anti-corruption online courses
- Adding pages for each country with anti-corruption programming information
- Uploading publications to fill portal with knowledge products, as needed
- Installing Newsletter Backend
- Design of multimedia (videos/banners/flyers), as needed
- Provide other technical support related to the maintenance of the webportal on needs basis
- Excellent knowledge and experience of using new tools and platform to update website and design online courses
- Excellent writing and communication skills
- Excellent analytical skills; ability to compile and interpret data easily
- Prior background or experience in anti-corruption is an asset
- Effective at applying web search tools and conventions
- High degree of knowledge of MS office, internet-based applications, development of websites and web content
- Knowledge of social networking and KM2.0 technology is an asset
- Master’s degree or equivalent in economics, law, political science, development studies or international affairs
- A minimum of 3 years’ experience in ensuring operational functioning of websites and drafting of different communication materials
- Experience in development, governance or anti-corruption desired
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Senior Technical Support Consultant Resume Examples & Samples
- Assignments will be varied. Your time will be divided between solving customer technical support problems with our Engineering software via telephone/web, delivering high quality training on our Engineering product line, pre-sales consulting and other department projects as needed
- Drive improvement in our Engineering software. Provide your own ideas and bring customer feedback to the R&D team to make our products better
- Develop and maintain Engineering training course materials and curriculum to include newly released functionality
- Bachelor’s, Master’s or Ph.D. in Chemical Engineering
- 5-7 years of relevant experience desired
- Excellent verbal and written English/Spanish communication skills. Portuguese a plus
- Previous experience in the industry
- University level projects may count towards experience
- Demonstrated ability to convey complex information in a clear and concise manner
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Technical Support Consultant Resume Examples & Samples
- Excellent understanding of RF receive and transmit systems (TTAs, multicouplers, combiners)
- Excellent understanding of wireless broadband technology
- Understanding of antenna theory and propagation
- Understanding of Astro and MOTOTRBO radio systems
- Understanding of IP video management, storage and camera systems
- Understanding of 911 and NG911 systems
- Understanding of IP technologies to include layer 2 and 3 design and troubleshooting
- Ability to explain complex concepts to non -technical individuals and the ability to present to large and small groups of individuals
- Ability to work effectively with diverse personalities, environments and cultures
- Understanding of Motorola technology and solutions
- Self-motivated, resourceful and able to multitask and work independently
- Ability to successfully lead and motivate diverse product solution teams and product manufacturers across geographic boundaries, also requires strong relationship building skills
- Ability to adapt to rapidly changing priorities and execute on multiple needed priorities to develop and drive the business
- Detail oriented, organized, and possess strong interpersonal written and verbal communication skills
- Must have high energy and willingness to speak up and share opinions and ideas
- Learning agility, capability to quickly grasp high level technical concepts
- Ability to prioritize, and independently manage time while dealing with multiple simultaneous tasks with separate deadlines
- Must be able to travel 50% of the time
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Technical Support Consultant Resume Examples & Samples
- High quality customer facing inter-personal skills, with experience working with customers and maintaining good customer relationships
- Technical record keeping management skills
- Reasoning and analytical skills to resolve issues
- Phone skills, with ability to establish rapport
- Organized with ability to multi-task
- Communication skills, both verbal and written, including ability to communicate complex technical issues to technical and non-technical users in a professional, positive, friendly and understandable manner
- Personal computer skills, including Microsoft Office
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Senior Technical Support Consultant Resume Examples & Samples
- Assignments will be varied. Your time will be divided between solving customer technical support problems with our MES software via telephone/web, implementing MES projects, delivering high quality training on our MES product line and other department projects as needed
- Provide customer specific reviews and health checks, organize sessions on new features, tips and tricks, with assigned accounts as assigned and directed by management. Provide specific recommendations to the customers on how to achieve more benefits from our products
- Drive improvement in our MES software. Provide your own ideas and bring customer feedback to the R&D team to make our products better
- Serve as a technical expert and provide technical leadership in several specialized areas within our MES technical support team after attaining sufficient experience
- Serve as one of the focal points for problem escalation and resolution
- Develop and maintain MES training course materials and curriculum to include newly released functionality and the latest trends in Process Control implementation methodology
- Bachelor’s degree required in Science or Engineering, or computer science discipline is preferred. Master's degree is a plus
- Minimum of 5-8 years experience with commercial software applications specific to MES functional areas
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Senior Technical Support Consultant Resume Examples & Samples
- Troubleshooting and resolution of technical issues reported by customers via telephone, web chat and e-mail
- Develop product knowledge to enable contribution to second level support activities
- Assist in the meeting of key performance indicator targets
- There is the potential for the role to be expanded to include the following tasks
- Deliver product training in either AspenTech public training facilities or on customer site
- Onsite services work
- Technical Customer Advocate services to help improve the satisfaction of key customers
- Providing technical support for other AspenTech products (e.g. installation/systems issues)
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Field Technical Support Consultant Resume Examples & Samples
- The Product Support Manager has E2E technical product and service support ownership during the lifecycle of the products associated with their respective Product Line – including New Product Introduction, Sustaining Product Support and End of Service Life (EOSL)
- Defines requirements for product and service support: developing product introduction and support plans, training requirements, tools, parts support requirements, establish service programs, financial modeling, installation requirements, elevation and escalation processes and protocols, reporting capabilities, working with GBU and associated business teams to define all associated service metrics (MTTR, MTBV, Response Time, NPS, etc.)
- Applies experience and subject matter knowledge to solve common and complex service and support issues within established guidelines and recommends appropriate alternatives
- Perform product analysis proactive and reactive; develop action plans for product performance improvements. Escalation focal point for onsite engineers and product specialists engaged remotely or onsite as needed
- Works closely with respective GBU Product Managers for escalations and product technical information. Works closely with regional service management. Understands customer goals; identifies consequences of various solutions. Work per project plan, installation plan, and escalation plan
- Uses proactive monitoring procedures to identify problem prevention opportunities. Provides customer quarterly review analysis on site specific equipment performance. Maintains a high level of customer satisfaction by clarifying customer needs and ensuring that they are met. Handles customer-relations problems promptly and appropriately, escalates issues per established procedures
- Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence
- Ability to act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process. Review and may resolve complex business issues
- Represent and participate on an HP team in a face to face customer location visit, industry conference/trade show, vendor meeting, etc
- Advanced proficiency with case management databases and tools
- Phone and remote support experience. E-support experience, knowledge and resolution ability
- Ability to solve and document solutions for usage of other technicians and customers
- Ability to mentor field and or technical support personnel
- Focus on one or more product lines
