Advanced Support Resume Sample
Rosario Harber
4702 Janae Hill,
Houston,
TX
+1 (555) 369 6696
Work Experience
Customer Support Advanced Programs Lead
11/2017
-
PRESENT
Boston, MA
- Willingness to be extremely flexible and operate in the company’s best interests
- Hardware experience is essential,
- Functional knowledge of Salesforce and TFS, be able to create queries
- Advanced application support Tier 3 experience B2B systems
- Fortinet’s Product bug management and escalation to engineering team
- Experience in troubleshooting software products issues (install the proper product version, perform the use cases reported by the customer, isolate and replicate the same product behavior like in the customer’s context, distinguish between a software product limitation/error and an environement error)
- Current PA Paramedic certification. Current CPR certification. Current ACLS and PALS certifications or successful completion/certification within the orientation period
- Two or more years in field (ie 911) paramedic experience, cardiac monitoring experience
- Min 6 years hands on experience in programming and commissioning of different protection relays application, SCADA, HMI, PLC and Drives
Advanced Technical Support Engineer
12/2010
-
05/2017
Dallas, TX
- Provide remote assistance and on-site support to Crestron’s dealers and customers while working to resolve technical issues that are not able to be efficiently resolved through typical phone support channels
- Experience with Crestron’s proprietary software development tools, including Simpl Windows, Simpl+, Simpl#, D3Pro, Crestron Studio
- Understanding of security principles and use good security practices
- Linux experience – CLI and cPanel
- Experience with Apache, Nginx and other web servers
- Experience with WordPress, Joomla, Magento, vBulletin and other CMS's
- Strong foundation of how DNS, FTP/SFTP, web, firewalls, CDNs and the internet work
- Shell scripting / automation
- General understanding of security principles and use good security practices in general
Skilled Support Advanced
06/2008
-
09/2010
Dallas, TX
- Experience with WordPress, Joomla, Magento, vBulletin and other CMS software
- Web Malware Experience (decoding, understanding)
- PHP and Shell scripting/automation
- Strong communications skills, ticket-focused customer support with aptitude for providing great service
- PHP and Shell scripting / automation
- Respond to service, product, technical, and customer- relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (warranty through mission-critical).
- Case management - Identify customer issue, provide timely information to customers, escalate to experts when appropriate and provide a quality solution
Education
Rockhurst University
2003 - 2008
Engineer's Degree in Communication
Professional Skills
- Proven communication skills & Listening skills
- The ability to demonstrate strong customer engagement and relationship development skills
- Computer literate, Excellent written and spoken abilities, Technical fault finding skills,
- Proven knowledge of DB2 configuration and tuning skills
- Proven previous experience in using or supporting OMS, EMS and Fund Accounting applications e.g. CRD, Aladdin, TradeWeb, FXConnect, FMC or Eagle Star etc
- Technical fault finding skills in LV and MV switchgear, Protection Relays and Substation Automation Solutions
- Proven operating systems / system administration knowledge and experience especially for Unix / Linux
How to write Advanced Support Resume
Advanced Support role is responsible for software, integration, database, printing, security, telecommunications, wireless, architecture, analysis, planning.
To write great resume for advanced support job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Advanced Support Resume
The section contact information is important in your advanced support resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Advanced Support Resume
The section work experience is an essential part of your advanced support resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous advanced support responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular advanced support position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Advanced Support resume experience can include:
- Have good organization and planning skills
- Participation in testing and quality assurance functions sharing their recent experience as complex matters are reviewed
- Customer-facing experience with data networking and/or IT applications solutions at OSI layers 2-7 and CLI/configuration knowledge for one or more CESR vendors
- Knowledge and experience with computers/servers, operating systems and databases to include UNIX, LINUX, VXworks, Oracle, and MySQL
- Proven OS concepts, OS security, inter-process communication, shell scripting
- Validate and log bugs and bring them to closure by actively working with Product and R&D
Education on an Advanced Support Resume
Make sure to make education a priority on your advanced support resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your advanced support experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Advanced Support Resume
When listing skills on your advanced support resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical advanced support skills:
- Advanced technical skills on computers and/or printers
- Development skill and experience are also desirable
- Programming or scripting experience (Python, PERL, TCL, JAVA, JSON)
- Multitasking and adaptability to changing project, priorities and market demands
- Experience in electrical engineering and installations, technical fault finding and control systems. Knowledge of communication protocols
- Experience in preparing and maintaining applicable systems development and ITIL documentation
List of Typical Experience For an Advanced Support Resume
1
Experience For Advanced Technical Support Engineer Resume
- Reacting to technical support request from the Customer Relationship Team (CRT), Business Escalation Team (BES), CS Management, business partners etc
- Work through completion in our environment can only be achieved by exercising teamwork
- We work as a high performing collaborative team!
- Rapid response to complex technical issues – both remote and on-site and including sw and fw
- Integration - Provide advice on the integration between SE products and 3rd Party systems
- Diagnostic analysis - Attain, collate and interpret relevant system logs of software based systems, gather technical data and utilise the information for rectification of system related problems
- Communication - Report information to relevant departments to assist in product development, and site fault analysis
2
Experience For Skilled Support Advanced Resume
- Assist with project work on supported applications from time to time; business analysis tasks, testing, quality assurance, and implementation in accordance with the IT development life cycle
- Provide On-Call support for systems based on agreed coverage timeframe which includes Subject Matter Expert (SME) cover on an ‘as required’ call out basis
- Daily Tier3 task escalation and resoulation (application support)
- Drive resolution of technical escalations, including identification of root cause and issue resolutionProvide application technical support to internal and external customers
- Create UAT Plans and validation scenarios
- Serve as internal and external point of contact on customer escalations and ensure customer issues are resolved as expediently as possible
3
Experience For UAT Analyst / Advanced Tech Support Resume
- Create weekly progress reports and be able to clearly communicate the results and action items
- Serves as a departmental liaison for EMS, both air and ground. (15%)
- Help the setup process of SSL certificates for our customers
- Quickly gain insight into the customers’ SAP focused IT environment and the implemented security policies and guidelines
- We are driven by integrity, trust and respect towards our customers and colleagues
4
Experience For Advanced Technical Support Resume
- We take ownership of our customers’ problems and work through to completion every single time
- Encourage our customers to use eSupport tools as much as possible, and guide the customer to use self-service knowledge base
- PA Paramedic Certification
List of Typical Skills For an Advanced Support Resume
1
Skills For Advanced Technical Support Engineer Resume
- Motivated self-starter with excellent time management skills and an ability to work from broad guidelines with minimal supervision
- Excellent customer service interaction skills especially in stressful situations
- Participates in the provision of safe and effective care for the age population served according to regulatory requirements. (40%)
- Able to prioritize and promptly respond to customer issues/requests
- Hands-on experience with OpenStack platform (or similar)
- Experience in security products and technology (e.g. Firewall, IPS, DDoS)
- Experience in system integration and multi-vendor environment
- Experience in data center deployment
2
Skills For Skilled Support Advanced Resume
- Experience in wireless access point
- Experience in SQL database
- Experience in preparing and delivering professional presentations to technical and management levels
- Preferably has experience in a technical support role with an equipment vendor in the Telco industry
- Collaborate with stakeholders to continuously improve the support experience at optimal cost
- Experience in support or DBA role
- Work on multiple sub-projects simultaneously and prioritize appropriately
- Helping people with setting up, using monitoring, backups and WordPress plugin
- Troubleshooting, investigating, and creating detailed bug reports for monitoring, backups and Sucuri WordPress Plugin issues
3
Skills For UAT Analyst / Advanced Tech Support Resume
- Creating and coordinating with the Services Team when dispatching a Field Service Engineer either from APC or its Service Partner for on-site services
- Understanding of networking technologies and protocols, especially Layer 2 and above: Ethernet/MEF, MPLS , IP, VPNs, TCP, UDP
- Issuing RMA and following up the fulfillment of swap program
- Working closely with our Engineering team to provide customer feedback and insights
- Writing documentation to our knowledge base and internal wiki
- Printing partner engagement
- Knowledge of basic switching and routing protocols and technologies (VRRP, BGP, OSPF, Firewall/ACLs, etc.)
- Use troubleshooting/ debugging techniques and tools to analyse technical problems
4
Skills For Advanced Technical Support Resume
- Create wikis, blogs, tech-notes, technical training's, webcasts for educating customer and business partners
- Use troubleshooting/debugging techniques and tools to analyze technical problems
- Assist the Engineering team by testing new features and bug fixes
- A knowledge of relevant standards and protocols including IEC61850
- Team Player with the ability to adapt to a continually changing market and customer demands
- Increase IBM's Self-Help knowledge base, by crafting knowledge articles wherever needed
- Willingness to travel (up to 50% of time, depending on exact nature of the role)
- Diagnose, troubleshoot and debug complex system level issues on fiber optic telecommunications transport and switching equipment
- Carry out requirement gathering and data analysis
5
Skills For Support Engineer for Advanced Secure Support Resume
- Initial troubleshooting and support of APC hardware, software & accessories
- Support of MV products - Including switchgear, circuit breakers, contactors, transformers, protection relays and kiosk substations
- Use optimization techniques to minimize the number of alidation scenarios and time effort while maximizing test coverage
- Participates in clinical assessment and care planning. (30%)
- Participates with the multidisciplinary team, including EMS, for the plan of care from presentation through disposition. (15%)
- Code reading to determine if a particular file is malicious or not, or if any change is needed
6
Skills For Customer Support Advanced Programs Lead Resume
- Able to deliver results in a global matrix environment
- Customer services, conflict resolution and business risk
- Data analysis, Awareness of electrical standards
- Highly motivated individual that encourages initiative in others; takes action to create opportunities or avoid problems
- Knowledge of SDN controllers (or similar)
- Familiarization with the Application Services’ processes, policies, and workflows
- Be a technical subject matter expert (SME) for our flagship products family of Qradar SIEM
- Analyze customer problems and service requests and resolve them within agreed service levels
7
Skills For Advanced Support Analyst Resume
- Provide Test cases to the Test Team
- Product related assistance to pre-sales / sales / deployment Teams
- Use hands to finger, handle, and feel
- Lift up to 50 pounds Climb or balance
- Multitask and advance several initiatives simultaneously
- Hands-on expertise with virtualization environments: VMWARE ESXi, KVM, XEN
8
Skills For Advanced Threat Support Engineer Resume
- Familiar with the use of various optical and Ethernet technologies test equipment
- Hands-on experience on RESTful APIs – interconnected software components interaction, engineering and testing (e.g. NMS applications, controllers, orchestrators, supervisory systems, etc.)
- Assist with multi-product interoperability issues between Ciena products or with external vendor equipment
- Understanding of various Network/Data Communication such as BACNet Ethernet/IP, Modbus RTU including wireless communication medium such as GSM/GPRS, Network Service Provider (NSP) and Client Server Architecture
- Practical experience of reading and writing SQL statements
- Previous experience in managing support issues and requests
- Familiarity with the Investment industry
- Familiarity with change and release management process
9
Skills For Advanced Support Group Resume
- Good inter-personal skills combined with willingness to listen to users, ability to analyse requirements / problems and to propose innovative but workable solutions
- Good knowledge of SQL and writing queries
- Willing to work in Cavite on afternoon shift. (3PM-12AM during DST and 4PM-1AM during Standard Time)
- Fluency in both written and spoken English and French
- Government of Canada "Secret" or higher clearance level
- Strong communication skills and interpersonal skills in order to effectively collect and disseminate information, build consensus, and to create a positive environment for solving problems
- Become a tech SME for our flagship product family of Identity and Access Management
10
Skills For Advanced Technical Support Engineer Channel Managed Print Services Resume
- Occasionally provide technical support (for critical issues only) on Weekends/Public holidays on rotation basis
- Contribute to ensure the technical readiness of support partners who deliver support services for HP products
- Assist with small enhancement and project work on supported applications from time to time
- Escalation point of the Primary Support Representatives in the event where the Primary Support can no longer assist the customer and needs to escalate to their Advanced Support regardless of product
- Entering all incoming calls records in the call tracking system such as bFO
- Escalating problems to the EMEA Experts Team and Tiger Team when standard troubleshooting techniques and databases cannot provide an adequate solution
Related to Advanced Support Resume Samples
Advanced Support Engineer Resume Sample
Work Experience
• Providing direct support to and being a central point of contact for the company’s clients
• Years Oracle DBA on Production Systems, supporting critical environments
• Work experience in Oracle Database, specifically
• High Availability: EXADATA, RAC, C...
Professional Skills
• Strong Unix/Linux skills are essential, ad...
• Strong DBA skills and relevant working exp...
• Soft skills: Methodical, procedural and co...
Computer Support Resume Sample
Work Experience
• Performs Initial setup of Micro Computers, Laptops, printers, and other computer devices within the defined standards, including but not limited to creating the initial documentation
• Assigns new devices to the appropriate Support Team and monitors for timely placement of these devices
...
Professional Skills
• Support customers by answering process-rel...
• Possess strong organization and time manag...
• Advanced knowledge of and experience worki...
Engineering Support Resume Sample
Work Experience
• IT Application Suppoert
• Assist project managers with the facilitation and preparation of reports suggesting cost management, generation of Cost Price Estimates (CPEs), risk assessments, and tracking against cost and schedule requirements
• Review, suggest improvement opport...
Professional Skills
• Strong mathematical and analytical skills ...
• Excellent inter-personal skills as demonst...
• Strong communication skills as demonstrate...
Center Support Resume Sample
Work Experience
• Provide visibility and support to the Facilities team when monitoring the Data Center’s building controls
• Assist in the physical installation and maintenance of datacenter hardware, including but not limited to mainframe, storage, server, network, and telephony systems
• As...
Professional Skills
• Strong organizational skills, high level o...
• Experience using problem solving skills, b...
• Strong analytical and reasoning skills--ab...
Tech, Tech Support Resume Sample
Work Experience
• Working knowledge in the following
• Firewalls, Intrusion Detection System Brands & technologies, Packet sniffers and Vulnerability Network Scanners would be an added advantage
• Secondary focus is to assist online support team with expertise for key customers’ issue for ...
Professional Skills
• Under general direction, provides customer...
• Strong analytical, problem solving, multit...
• Strong verbal communication and listening ...
Expert Support Resume Sample
Work Experience
• Good knowledge of the Results Management
• Good ICT skills, knowledge of ERP systems
• Experience in dealing with stakeholders
• Working in international Business
• Knowledge of sales systems, forecasting and basic financial manag...
Professional Skills
• Strong relationship skills and ability to ...
• Execute flawlessly on day to day tasks by ...
• Excellent verbal and written English commu...