Engineer Customer Support Resume Sample
Liam Douglas
66603 Clement Light,
Detroit,
MI
+1 (555) 547 7593
Work Experience
Regional Customer Support Engineer
01/2018
-
PRESENT
Philadelphia, PA
- Provide second/third level technical support for ACI (Application Centric Infrastructure) /Data Center solutions
- Apply analytical skills and technical knowledge to solve product and software problems of moderate to high complexity
- Interacts across TAC (Technical Assistance Center) teams, Cisco Sales and Professional Services, Development and Engineering teams
- Expertise with Nexus Switches and UCS products
- Expertise with Cisco’s APIC controllers
- Experience on deploying Cisco ACI Solution
- Experience on troubleshooting problem on Cisco ACI network with both GUI and CLI
- Experience in Python or other programming languages is beneficial
- Virtualization experience (OpenStack / VMware vSphere / Microsoft Hyper V / Red Hat KVM / Linux Containers) is beneficial
Engineer.customer Support
10/2014
-
07/2017
Los Angeles, CA
- · 10 or more years of customer support experience, including strong analytical and troubleshooting skills, proven crisis management skills and ability to handle critical customer issues/problems
- · Expertise with Nexus Switches and UCS products
- · Expertise with Cisco’s APIC controllers
- · The technical knowledge and expertise in the Data Center to deploy ACI fabric in customer environments according to their application requirements
- · Experience on deploying Cisco ACI Solution
- · Experience on troubleshooting problem on Cisco ACI network with both GUI and CLI
- · Experience in Python or other programming languages is beneficial
Junior Customer L Support Engineer
05/2010
-
09/2014
Houston, TX
- Of customer support experience, including strong analytical and troubleshooting skills, proven crisis management skills and ability to handle critical customer issues/problems
- Provide second/third level technical support for ACI (Application Centric Infrastructure) /Data Center solutions
- Advanced Troubleshooting consisting of one or more of the following areas
- A. Data Center Switching Support
- B. Data Center Computing Support
- Apply analytical skills and technical knowledge to solve product and software problems of moderate to high complexity
- Acts as a technical expert and provides support on a world-wide basis. Provides technology/product training and intellectual property material as required, including mentoring to other engineers
- Interacts across TAC (Technical Assistance Center) teams, Cisco Sales and Professional Services, Development and Engineering teams
- Works on complex problems where analysis requires in-depth evaluation of multiple factors within the Data Centre environment and across 3rd parties. Utilize moderate to complex lab setups to recreate and solve these problems
Education
St. Lawrence University
2004 - 2009
Engineer's Degree in Engineering
Professional Skills
- Customer-centric with excellent skills in providing an unforgettable customer experience in each transaction
- Strong documentation skills--to be utilized for case management, knowledge capture, defect management and training
- · Strong analytical and troubleshooting skills
- Excellent individual and team process and organizational skills; conveys a sense of teamwork, respectful of others, seeks to work towards a common goal
- Prior experience working with malware removal tools and security software, supporting Corporate & Enterprise customers to positive outcomes
- Take advantage of all types of available education material to broaden skills and develop areas of specialization having agreed those areas with management
- Python coding skills highly desirable
How to write Engineer Customer Support Resume
Engineer Customer Support role is responsible for customer, troubleshooting, analytical, software, crisis, languages, telephony, mainframe, training, database.
To write great resume for engineer customer support job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Engineer Customer Support Resume
The section contact information is important in your engineer customer 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 Engineer Customer Support Resume
The section work experience is an essential part of your engineer customer 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 engineer customer 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 engineer customer support position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Engineer Customer Support resume experience can include:
- Strong interpersonal & communication skills, self-motivated, customer oriented,
- Good communication and negotiation skills as well as a customer oriented mind set are essential
- Good basic PC skills (Microsoft office)
- Demonstrable diagnostic and troubleshooting skills in an enterprise application support environment
- · Great verbal and written communication skills
- Good experience in Cisco Voice and Video solution
Education on an Engineer Customer Support Resume
Make sure to make education a priority on your engineer customer support resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your engineer customer 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 Engineer Customer Support Resume
When listing skills on your engineer customer 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 engineer customer support skills:
- Excellent written and verbal skills. These are mandatory as the role is focused on Global delivery
- · Demonstrates good understanding of routing protocols. (Ideally CCNP R&S level or equivalent)
- Demonstrates good understanding of routing protocols. (Ideally CCNP R&S level or equivalent)
- Strong understanding of TCP/IP--IP knowledge is critical as it is the foundation for most Cisco Routing technologies
- Experienced in a customer facing role, and displaying a mature approach to service delivery business
- 1st /2nd line IT support & implementation experience including MS Server 2008/2012, Windows 7/8/10 Operating Systems and MS Office 2010 thru to 2016
List of Typical Experience For an Engineer Customer Support Resume
1
Experience For Regional Customer Support Engineer Resume
- Good plan to work by defining priorities and work in a systematic, efficient fashion within the required timeframe
- · Virtualization experience (OpenStack / VMware vSphere / Microsoft Hyper V / Red Hat KVM / Linux Containers) is beneficial
- Formal technical education or 3 years IT industry experience
- · Working knowledge of Data Center, Cloud and Virtualization industry, products and protocols
- Routers, Switches, Firewall, NAT, PAT, Multicasting, SDN, VPLS, QOS, MBGP, VPN, PWE3 etc
- Expertise in troubleshooting either Voice or Video technologies
- Installation of new equipment and the upgrade of existing equipment platforms
- Lead case resolution with emphasis on high severity by coordinating right technical resources
- Identify and lead focused technical client training in partnership with the extended Cisco team
2
Experience For Engineer.customer Support Resume
- Willingness to travel and to work weekends and out of hours (including shift and standby)
- · Fluent level of English
- MPLS-TE ,WAN/I-wan CEN,TCP, UDP, DNS, DHCP, IPSec, BGP, OSPF, ISIS,RIP
- Expertise with IP/MPLS, L2/L3 VPN services and ASR9k/903/920 products
- Expertise with Cisco’s IP MPLS TE concept
- Command and feature level knowledge of Cisco Platforms
- In-depth understanding of MPLS-TE, WAN/I-wan CEN,TCP, UDP, DNS, DHCP, IPSec, BGP, OSPF, ISIS,RIP. Routers, Switches, Firewall, NAT, PAT, Multicasting, SDN, VPLS, QOS, MBGP, VPN, PWE3 etc
3
Experience For Senior IPT Customer Support Engineer Resume
- Voice - Cisco Unified Communications Manager, Cisco Unity Connection, IM and Presence, Cisco Unity Express, Gateway, CUBE, CUSP, VXML, IP Phone
- Video - Cisco Telepresence endpoints, Cisco Conferencing solution for telepresence, Telepresence Management Suite, Video Communication Server, Cisco Expressway series, MRA, Spark enabled endpoint
- Reasonable overall knowledge of Cisco collaboration suite
- Keeps the “Business Ethics” stipulated by Emerson and follow the Trade Compliance, QM & SCC procedures. To ensure that all transactions are properly screened and recorded in accordance with the company’s Trade Compliance procedures and to escalate any concerns or questions to the local Gatekeeper
- Troubleshoot and debug product problems and communicate with clients’ customers, partners, account teams, and other TAC engineers via phone, email or Jabber consultation
4
Experience For Voice Applications Customer Support Engineer Resume
- Customer Management & Service Delivery
- Act as customer’s interface for advanced Care service delivery and support, often in several areas/countries if requested. Work with large and / or complex projects or troubleshooting cases. Scope is often solution/system level
- Liaise with Professional Services’ Project Managers to ensure implementation projects receive the necessary support
- Motivated self-starter who can proactively take initiative
- High attention to detail and results
- Work in a multinational environment and within a matrix organization
- Timely and logical solution of mainly storage and server technologies and associated infrastructure problems
5
Experience For Global Customer Support Engineer Resume
- Primary escalation point for the customer on any support related issues
- Supplies the necessary technical information for renewal to the Account Manager/CS&S Manager
- Provide problem management and escalation with the aid and support of the GCC, GSC, SAM, and HDS Management
- Per a roster, available to provide 24/7 on call support
- Keeps the “Business Ethics” stipulated by Emerson and follow the Trade Compliance, QM & SCC procedures procedures. To ensure that all transactions are properly screened and recorded in accordance with the company’s Trade Compliance procedures and to escalate any concerns or questions to the local Gatekeeper
- Experienced in file and content technologies/solutions including NAS/CIFS, object storage, and data archiving
- Experienced in enterprise x86 server, Windows/Linux operation system, server virtualization, Oracle/SQL/SAP database and Microsoft application environment
- Experience in customer support environment
- Experience with Axway and/or other Market-standard MFT (Managed File Transfer) products
6
Experience For Specialist Customer Support Engineer Resume
- Work experience in related field,
- Timely and logical provision of post sales support to Hitachi Vantara Customers for per contracted SLA
- Provide problem management and escalation with the aid and support of the GCC, GSC, SAM, and Hitachi Vantara Management
- Conducting product demonstrations/training for customers and staff, providing clients with product knowledge to ensure optimum utilization of Hitachi Vantara solutions
- Driving license B class
7
Experience For Wonderware Global Customer Support Engineer Resume
- Quickly solving technical problems with the help of standardized tools like MotSize, Drivesize, ABB library and etc
- Report new opportunities to the Hitachi Vantara Sales Team
- Comply with all published Hitachi Vantara policies and guidelines
- Major in Customer Services and Support role to provide country-wide services support to partners on Hitachi Vantara’s products and solutions
- Secondary in Global Solution Services role to provide country-wide support on enterprise storage/file and content/converged solution support, act as senior solution expert with deeply expertise
- POC (Proof of Concept) engagement with both internal team and partner to provide confidence of solution to customer to align with business goal of country
8
Experience For Customer Support Engineer, Tier Resume
- Communicate/align with APAC/Corp. services team to coordinate right resource to fix product/solution issues
- Experienced in storage area networking technologies (iSCSI, Fiber Channel, FCoE) and related solutions including data protection, business continuity/high availability
- Possess the ability to resolve issues and conflicts, take ownership when faced with challenging situations
- Expertise on network connectivity and communication protocols
- Proficiency with UNIX (Solaris, AIX, HP-UX), Linux and Windows platforms – Mainframe z/OS knowledge a main differentiator
- Prepares customer’s documents and manuals as per customer requirements,
- Monitors customer’s current accounts and prepares payment plans,
- Monitors and approves Bank’s documents,
- Knowledge of SAP, MS Office applications ,
9
Experience For Product Support / Customer Success Engineer Resume
- Providing fast daily Pre-order sales support for overseas ABB sales units. The daily work consists of selecting motor type and variant code, providing datasheet and drawing, adjusting pricing as per application and customer needs
- The communication with ABB sales units takes place mainly with the help of a pre-order database where sales units post questions to be answered by global sales support engineers. Typically within the same business day. This requires ability to act fast under pressure against a time line set by internal customers
- Assisting sales units to understand the commercial and technical aspects of low voltage motors business is an important part of the job. This requires ability to educate the sales units and customers about the LV motors and the tools used for motor selection
- Responsible for reception and introducing when customer or sales visit company and factory
- Feedback requirement for products from local customer to Product Manager and collaborating with Product Management team to improve our products
- The applicant shall be motivated by working in a multi-cultural, dynamic environment
- An appreciation of railway engineering is seen as an advantage
- In-depth knowledge of and the ability to build, setup, reconfigure, manipulate software and hardware
10
Experience For Customer Support Engineer Data Center Solutions Resume
- Setup and test in an emulated/virtual environment, such as; VMWare, Virtual Box, Virtual PC
- Proficient with windows domain and workgroup network infrastructures
- Create report of the daily issue reported from either forums or helpdesk tickets
- Provide problem resolution of critical incidents focusing primarily on Severity 1 and Severity 2 cases and other severity level cases that Cisco & the client deem critical
- Provide technical/operational input to regular reviews on activities and deliverables provided, as well as observed technical symptom trends, remediation, and other related topics
- Manages customer communication on case level through the case lifecycle, acts as Care Program Manager deputy with case communication
List of Typical Skills For an Engineer Customer Support Resume
1
Skills For Regional Customer Support Engineer Resume
- Strong creativeness, openness, and good team-work attitude
- IP Networking experience; Working knowledge of Networking industry, products, and protocols
- 1st /2nd line IT support & implementation experience including MS Server 2008/2012, Windows 7/8/10 Operating Systems and MS Office 2010 through to 2016
- · Experience with L4-L7- load balancing, firewalls, etc
- Experience with Cisco Data Center Networking products or other industry Data Center solutions
- Experience with Cisco Routing products such as 7600, GSR, ISR, ASR9k, CRS, Nexus 7k
- Experience working on Internet Service provider infrastructure
- Experience and in-depth knowledge of Industry standard Routing protocols (BGP, OSPF), MPLS, MPLS L2 VPN, MPLS L3 VPN, QoS
- Good capability in negotiating technical matters with customers
2
Skills For Engineer.customer Support Resume
- Experience with NAS (Network Attached Storage), and or networking fundamentals
- Ideally some Experience with Archiving and Retention products
- Experience handling time-critical Customer problems
- Experience in network trouble shooting & Optimization
- Experience in Data Center Networking Products e.g. UCS, vmWare, Red Hat an added advantage
- Improve relationship with customer to understand in a better way their network to provide quicker and more effective results to their requests
- Ensure effective communication with all other project team members
- Industry experience in a customer support role
3
Skills For Senior IPT Customer Support Engineer Resume
- Good knowledge on Support processes
- Good knowledge on Workstation support
- Understands the customer business priorities
- In IT marketplace with recognized experiences both in customer services or professional service job function in vendors or partners
- Understanding of Mining business
- Providing problem management through the use of support management tools and interfacing with the local country teams and Global Support organization
4
Skills For Voice Applications Customer Support Engineer Resume
- Performing preventive maintenance according to recommended routines and procedures
- Observing equipment down-time reporting procedures and complete site documentation, as directed by superior
- Monitoring and management of CS&S/ISP Engineers training and certification levels
- Acting as CS&S representative in front of customer to improve customer satisfaction by visiting with account team in case of any escalation request
- Managing customer inquiry (product quality related) / quality interface relationship
- Supporting for quality contract (i.e. QAA) with customers
- Supporting the design-in projects at major customers
5
Skills For Global Customer Support Engineer Resume
- Supporting the quality improvement activity with customers
- Understanding of real-time software systems
- Providing timely advice or assistance on technical matters
- Ensuring high levels of Customer satisfaction for assigned Customers
- Monitoring and management of Customer Service Request governance for Country specific services KPIs
- Acting as Service Delivery Manager for some customers which are agreed by Management Team
- Providing problem management through the use of HDS’s support tools and interfacing with the different worldwide Support Groups
6
Skills For Specialist Customer Support Engineer Resume
- Basic understanding of the Network topology & network connectivity(LAN/WAN), switching & routing and Server operations
- Maitains a complete understanding of the service and of the customer's state, identifying opportunity and up selling areas
- Supervision and control of partner installation and preventative maintenance activities including planning and scheduling
- Maintains a complete understanding of the service and of the customer's state, identifying opportunity and up selling areas
- Provide second/third level technical support for IP/MPLS (Multi-Protocol Label Switching) /Routing & Switching
- Advanced Routing protocols troubleshooting expertise is mandatory
- Ability Preparing and delivering presentations to a critical audience
- Customer facing representation of HDS support methodology, all support related reporting between HDS and customer, SLA and SLO control, etc
- Service delivery such as, engineering and reconfiguring changes, equipment and site relocation, and customer education
7
Skills For Wonderware Global Customer Support Engineer Resume
- With customer, schedules all hardware activities including preventive and emergency maintenance
- Lead the troubleshooting effort on problem reported by customer on issues to restore services in timely manner
- Able to assist in critical changes by reviewing MoP
- Regular scheduled review of open Service Requests working with Cisco TAC engineer to achieve a faster resolution
- Holistic technical management of recurring network problems
- Enhanced service delivery capability through broad understanding of customer’s operational needs and integration with assigned Cisco Services team
8
Skills For Customer Support Engineer, Tier Resume
- Ensure that standard Hitachi Vantara delivery methodology is adhered to during this work
- Ensure that standard Hitachi delivery methodology is adhered to during this work
- Support various end-users (i.e. Asia Pacific region), primarily focused on English speaking users
- Has worked on Hands on in resolving customer complex to highly complex network issues
- A track record of success in delivering services to high profile customers
9
Skills For Product Support / Customer Success Engineer Resume
- Proficient in using related tools needed for customer support
- Basic understanding of the voice systems
- Convey detail instructions verbally and in writing, a creative thinker and problem solver
- Participate on Malwarebytes Forums and Helpdesk, addressing technical issues posted by users and customers as assigned
- Support various end-users primarily focused on English speaking users
- Customer Complaint Management: Managing customer complaints (Product Quality)
- Provide top level technical support for router and switch architecture regarding the clients’ proprietary systems and software
10
Skills For Customer Support Engineer Data Center Solutions Resume
- Handles technical requests, provides understanding of customer’s network configuration, co-ordinates resolution delivery
- Installation of new equipment and field modifications, using written instructions
- Communicates with customer on an ongoing basis on all aspects of service support
- Tracks the Installed Base of the customer and verify it with internal team including new orders data management on Insight together with Account Manager
- Manage Independent Service Partner ecosystem and relationship including periodic reviews
- Control over local support capabilities and issues including ISP geographic and product coverage, spare parts support and other issues
List of Typical Responsibilities For an Engineer Customer Support Resume
1
Responsibilities For Regional Customer Support Engineer Resume
- Conversant with written and spoken English
- Conversant with written and spoken Swedish and English language
- Organizational knowledge and sensitivity to matrix management environment
- Preferably ITIL certification and other project management methodology expertise
- Sound technical knowledge, specifically of SAN/Fibre/Storage product and solutions
2
Responsibilities For Engineer.customer Support Resume
- 25 Days Annual Leave (option to buy an extra 5 days)
- Manage and coordination for customer audit / quality visit,
- Manage customer satisfaction improvement program
- Strong multitasking & problem solving abilities. Excellent communication, customer handling and inter-personal skills, via phone, face to face and other remote access methods
- Strong planning, organising and prioritising abilities. Customer focused. Flexible to cope with change, be proactive and adapt quickly to a developing type of service delivery
3
Responsibilities For Senior IPT Customer Support Engineer Resume
- Hardware builds laptops/desktops installations
- Flexible to visit other schools within the region as and when required
- MCP (Optional) or CCNA (Optional )
- Ensures Assets are tracked and recorded per current IS policies
- Develop / maintain inventory on all assets
- Maintain accurate lists of software licenses / hardware maintenance contracts
4
Responsibilities For Voice Applications Customer Support Engineer Resume
- Quarterly review / reconciliation of asset lists
- Report on all activities / KPI’s on a monthly / weekly basis
- Undertake specific site planning, product installation and implementation tasks as directed by the project lead and the technical lead for implementation projects
- Assume personal responsibility for customer satisfaction with the work undertaken
- Cisco Unified Communications Manager (8.x, 9.1, 10.5 & 11.x)
- Cisco Unity Connection (9.1 and later)
- Cisco IM and Presence (9.1 and later)
5
Responsibilities For Global Customer Support Engineer Resume
- Multivendor Competence (Care)
- Technology asset procurement
- Technical Management (Care)
- Is a 'team player’
- Flexibility and a willingness to work outside of basic job spec
- Proficient with the use of Windows, MS Office, Outlook, IE, etc
6
Responsibilities For Specialist Customer Support Engineer Resume
- Well organized, adaptable and clear thinker
- Software (In depth Hitachi Vantara product knowledge, general ISV knowledge)
- Private Medical Healthcare
- Cisco Voice Gateways
- Customer-specific designated support at network level
7
Responsibilities For Wonderware Global Customer Support Engineer Resume
- Established Technical Relationship to support customer network operations
- Improve communication with other functional groups within Technical Services and Sales team to focus on customer success
- Established rapport with customer personnel
- Performs on-site systems hardware installs, upgrades, maintenance, and repair
- Utilizes and manages maintenance software/diagnostics
8
Responsibilities For Customer Support Engineer, Tier Resume
- Manages parts/tools inventory and logistics
- A chance to work in one of the UK’s leading employers ( awarded ‘Britain’s Top IT Employer' in 2009, 2010 & 2012 and certified as a Top Employer UK category in 2013, 2014,2015 & 2016)
- Maintain up to date knowledge of all core Hitachi Vantara products and services
- Highly organized, reliable and task oriented
- · Knowledge of Linux. Experience with multiple distributions (Red Hat, Ubuntu, etc), networking (bonding, bridging, iptables, vlans, OVS, etc), virtualization (KVM, libvirt, etc), and server software (Apache, open iSCSI, NFS, MySQL and/or Galera, MongoDB, etc) are all strongly desirable
9
Responsibilities For Product Support / Customer Success Engineer Resume
- · Able to determine problems and deliver known solutions with a high level of customer satisfaction and has the ability to determine root cause and resolution for previously unknown problems
- Able to determine problems and deliver known solutions with a high level of customer satisfaction and has the ability to determine root cause and resolution for previously unknown problems
- Cisco Expressway
- Cisco IP Phones
- Cisco Routers and Switches
Related to Engineer Customer Support Resume Samples
Customer Support Engineer Resume Sample
Work Experience
• Respond to all customer issues, including doing on-call rotations. This includes directly interacting with the customers and/or working with other JP1 colleagues to identify the customer’s problem and develop a solution
• Develop and deliver technical trainings to global delivery partners as well a...
Professional Skills
• Proven problem solving, resolution and roo...
• Excellent verbal communication skills--the...
• Excellent interpersonal and communication ...
Customer Support Supervisor Resume Sample
Work Experience
• Manages processes within the call center and makes changes to maximize the efficiency and effectiveness of call center associates’ efforts
• Promotes a positive and respectful workplace
• Handles customer escalations and works as a liaison with government/client officials
&nb...
Professional Skills
• Excellent business and analytical problem ...
• Excellent communication and presentation s...
• O Excellent communication skills with prof...
Specialist, Customer Support Resume Sample
Work Experience
• Create supplemental process training to support business operations
• Assist Customer Remarketing Management Team in developing, communicating and executing strategies designed to support Corporate Strategy
• Assist Customer Remarketing Management Team in developing, communic...
Professional Skills
• Web-savvy individuals with excellent writt...
• Proven experience in phone support
• General computer skills: MS Office, Window...
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...