Support Escalation Engineer Resume Sample
Vivian Russel
4751 Justen Unions,
Los Angeles,
CA
+1 (555) 967 2237
Work Experience
Senior Support Escalation Engineer
09/2017
-
PRESENT
Phoenix, AZ
- Have an understanding of Microsoft’s Office365 Cloud offering
- A good working knowledge of Exchange 2010 and integration of Exchange with 3rd party applications such as BlackBerry
- Experience working in a support environment whether that be supporting clients with multiple servers (MSP type environment) or supporting a company's internal issues/ support a large enterprise environment with multiple servers
- Recognize and qualify issues, trends, and anomalies using analytical problem-solving skills
- Using business intelligence data to drive business decision making
- Understanding of industry trends, best practices, and competitive benchmarking
- Knowledge in and 2+ years of experience of administration of a Windows-based software system or product
Support Escalation Engineer
06/2013
-
04/2017
Los Angeles, CA
- Experience of technical support of a Windows-based software system or product
- Analytical skills to evaluate and interpret complex situations/ problems using multiple sources of information
- Solid ability to easily achieve mastery of new tools and operating systems
- Solid understanding of hardware and software interactions; able to apply this understanding to resolve issues
- Fluent French, Italian or Spanish would be a big advantage
- Dedication to Technology: Strong interest in interconnectivity among technologies and a passion for driving the way technology impacts our daily lives
- See the Big Picture: Be able to translate business needs into technical solutions. Frame technical problems in terms of business impact. Understand and articulate customer needs. See the big picture, illuminate it for the customer, and build it together. Focus on specific issues while remaining mindful of the context and the interests at stake
- Teamwork: Your objective is to delight your customer every time, and sometimes that requires asking others in Microsoft Services or the product team to lend their expertise. Take the initiative to reach across roles and join forces on complex customer needs. Regularly reach out to share your experiences and IP with others in order to strengthen the knowledge base of your entire team
Support Escalation Engineer Developer Tools
05/2007
-
05/2013
Houston, TX
- Operational Excellence: Manage calendar, expenses, customer communications, internal communications, time logging, and goal tracking on a daily basis. Be able to perform with minimal oversight. Demonstrate unwavering quality of performance, whether working from a customer site, Microsoft office, or home
- Lead risk and health assessments on customer environments, using toolsets and governance interviews to review customers’ product configuration and assess possible risks in their management and operations
- Acquire & coordinate resources from other product support groups as needed to resolve complex, multi-product customer issues
- Act as technical lead, mentor, and role model on a team of engineers; provide direction to others, review solutions and articles, etc. Mentor new Support Engineers
- Report software bugs and customer suggestions
- Assist with selection of new team members
- Quickly identify customer issues to specific Azure Services or Azure Platform; and being able to conduct in-depth diagnostics on core Azure platform components (Compute, Storage, and Networking) or Azure services; and be able to work with Engineering group effectively
- Respond to and resolve critical customer issues as part of a 24x7x365 global coverage in Asia timezone
- Represent Microsoft and communicate with customers regarding technically complex escalated problems identified in Microsoft’s System Center products, and manage relationships with those customers
Education
Wittenberg University
2003 - 2007
Engineer's Degree in Computer Science
Professional Skills
- Strong communications skills - Excellent spoken and written communication skills
- Demonstrate critical thinking, strong communication skills and ability to develop strategic on-going customer relationships
- Strong service orientation with excellent listening, interpersonal, and verbal skills to enable understanding of complex customer scenarios
- Strong customer service, communication, problem-solving and interpersonal skills, team work, capacity to deal with difficult customers and ambiguity
- Strong .NET development skills (specifically C# & WCF)
- Strong problem-solving skills, includes troubleshooting, problem analysis and resolution, good judgment/decision making ability
- Demonstrated exceptional customer service in politically charged environments, overall communication and technical writing skills
How to write Support Escalation Engineer Resume
Support Escalation Engineer role is responsible for customer, microsoft, technical, software, programming, training, debugging, logical, scripting, basic.
To write great resume for support escalation engineer job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Support Escalation Engineer Resume
The section contact information is important in your support escalation engineer 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 Support Escalation Engineer Resume
The section work experience is an essential part of your support escalation engineer 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 support escalation engineer responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular support escalation engineer position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Support Escalation Engineer resume experience can include:
- Effective learning skills and the ability to learn on the go
- Learn and grow technical skills through completion of ongoing readiness and Platform training
- Foster positive customer relationships and build customer loyalty with Microsoft, while effectively managing challenging situations
- Basic knowledge of customer service, communication, listening and human relations skills are required
- Conflict resolution and problem solving skills in a professional, courteous, calm and friendly manner
- Experience in systems development, network operations, software support or I.T. consulting or equivalent work experience
Education on a Support Escalation Engineer Resume
Make sure to make education a priority on your support escalation engineer resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your support escalation engineer 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 Support Escalation Engineer Resume
When listing skills on your support escalation engineer 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 support escalation engineer skills:
- Networking (DNS/Routing/Netmon ), AD Concepts 2003/2008, Federation Good to have experience in working on O365 and knowledge of Windows Azure ADconnect
- Basic support debugging skills using a debugger or tracing
- System Center experience and solid understanding of other areas of integrating technologies
- Foster positive customer relationships and build customer loyalty in Microsoft, while effectively managing challenging situations
- Technical Support experience (in a Tier 2) including experience in a customer facing or customer technical support role
- PowerShell Scripting skills
List of Typical Experience For a Support Escalation Engineer Resume
1
Experience For Technical Support Escalation Engineer Resume
- Prior product/customer support experience
- Advanced skills in troubleshooting, organization, communication, and collaboration
- Work with Engineering group effectively
- Soft Skills Requirements
- Effectively communicate with customer managers and executives
- Support or 3 years equivalent experience including a customer-facing or customer support role
- One Microsoft – We believe in a boundary-less organization, unlocking the collective genius and building great experiences
- Some experience with networking concepts such as VIPs, Load Balancing, DNS, VPN
2
Experience For Senior Support Escalation Engineer Resume
- Experience of working with different identity solutions including ADFS
- Solution and Architectural consulting experience
- Strong troubleshooting acumen
- Experience in technical software support, systems development, network operations, IT admin or IT consulting
- At least three years of experience in technical software support, systems development, network operations, IT admin or IT consulting
- Three or more year’s industry experience with Microsoft stack technologies
- Technical support experience required
3
Experience For Support Escalation Engineer Developer Tools Resume
- Lead various initiatives to improve the customer experience and agent knowledge, positively impact key measures, and improve product quality
- Proven ability to provide 3rd tier technical support on escalated issues in timely fashion and coach tier-1 engineers when needed
- Demonstrate leadership through personal responsibility, accountability and teamwork
- CRM or similar product and solid understanding of other areas of integrating technologies
- Four or more years’ experience in systems development, network operations, software support or I.T. consulting
- Windows experience or major OS components with an emphasis in ADFS, PKI, Directory Services, Authentication and/or networking
4
Experience For Senior Support Escalation Engineer Azure Rapid Response Resume
- Industry experience, supporting Windows Technologies (required)
- Experience in supporting large enterprise environments
- Maintain high level of domain and technical skill in Microsoft CRM
- Deep knowledge of and experience with programming in C#/XAML, JSCript/HTML5, or both
- Work experience in an IT or equivalent, work-related environment
- Industry experience with SharePoint Server or other client/server technologies
- Active Directory Federation Services (ADFS) – or similar 3rd party experience (Shibboleth, CA SiteMinder, Okta, PING etc)
5
Experience For Support Escalation Engineer Scvmm Resume
- Experience in working on Microsoft® Exchange Server 2007/2010/2013
- Are autonomous with a strong sense of customer service to be able to engage with the right internal audiences
- Experience with Microsoft® products like: System Center Configuration Manager and MDM solutions like Intune or Airwatch or MobileIron
- Some experience with LDAP, Security, OS Internals concepts
- Any experience with Microsoft Azure would be valuable
- Any experience with Open Source platforms and technologies would be useful
- Experience with Microsoft Intune is mandatory
- Desired Experience for Intune FastTrack Engineer
6
Experience For Exchange Support Escalation Engineer Resume
- Desired Experience for AADP FastTrack Engineer
- IT or Technical Support experience (in Tier 3)
- Multi forest AD experience
- Experience with AADP Intune is mandatory
- Server Hardware knowledge/experience
7
Experience For Pure Support Escalation Engineer Resume
- Prior knowledge of Skype for Business or Office Communications Server is ideal
- Operating Systems knowledge – AD, IIS
- Networking ( DNS/Routing/Netmon ), AD Concepts 2003/2008, Federation
- Able to work well in challenging situations while exhibiting flexibility and ability tolerate and manage through ambiguity and uncertainty
- Manage customer relationship that require driving the quickest resolution possible to the customer’s issues and thoroughly documenting case work,
- Deep understanding of cloud environments and cloud pricing or usage API’s
- Development consulting on projects targeting a variety of deployment types (e.g. Mobile, IoT, HoloLens, Media Services)
- Development and delivery of training in person or remote to share knowledge with other engineers. Mentoring of new engineers
8
Experience For Support Escalation Engineer Sccm Resume
- BI like ETL, Data warehousing management, Data Mining, Report Designer or developer
- Create advanced technical content including Microsoft Knowledge Base articles, samples, whitepapers, and training
- Deep technical and architectural knowledge of at least 3 of the following areas and broad understanding across the Microsoft development toolset is desired
- At least one of MCSE, MCPD, MCAD, or MCTS 70-583 (Designing and Developing Windows Azure Applications)
- A working knowledge of the fundamentals of cloud computing
- PC hardware and software inventory reporting including creation of custom reports
- Technical understanding of the following services/infrastructures
9
Experience For Product Support\ Escalation Engineer Resume
- Work or be on called during various weekly shifts including weekends (24x7)
- Performance troubleshooting using Perfmon
- T-SQL troubleshooting using SQL Profiler
- Network troubleshooting using Netmon
- Basic networking concepts - TCP/IP, HTTP, DNS, network trace reading, etc…
- Hands on knowledge of operating systems (VMware, Solaris, LINUX, Windows) with emphasis on OS tuning for SANs
- Network performance troubleshooting and tuning in Windows platforms
- Develop specialized expertise by supporting Microsoft Dynamics 365 for Operations
10
Experience For Exchange Online Support Escalation Engineer Resume
- Resolve the most challenging technical customer issues, often through collaboration with other technical product teams
- Drive continuous improvement in the Azure platform by incorporating feedback from internal/external customers
- Examine trending of issues escalated from Tiers 1 and 2 to determine how to enable and empower our Tier 1 agents to solve issues
- Escalation Rate: Working w/ T3 and suppliers, reduce overall escalation rate
- Minutes Per Incident/Average Handle Time: Resolve issues efficiently, always looking for ways to reduce cost
- Use trace analysis and other sophisticated debugging tools to analyze problems and develop solutions to meet customer needs
- Assist in reporting software bugs and customer suggestions
- Able to develop and deliver “in depth” technical training to other engineers
List of Typical Skills For a Support Escalation Engineer Resume
1
Skills For Technical Support Escalation Engineer Resume
- Good SQL Server administration and T-SQL skills
- Good SQL Server administration and T-SQL skills
- Strong technical troubleshooting experience
- Effectively communicating with customers and stakeholders via, phone, email or any other available means
- Product configuration and administration experience, technical support, or enterprise information technology experience
- Programming experience on System.Data.SqlClient or System.Data.Odbc or any other 3rd party data client provider
- Solid understanding of networking, Active Directory, operating systems with a special focus on Microsoft Windows operating systems
- Experience in creating technical documentation and sharing knowledge with others through training delivery and/or mentoring
- Previous experience working/troubleshooting with Microsoft enterprise products including BizTalk Server
2
Skills For Senior Support Escalation Engineer Resume
- Experience in supporting complex, enterprise solutions and networking operating systems
- Experience in supporting complex, enterprise solutions and networking operating systems (preferably Windows Server, but not limited to)
- Experience in architecting, designing and / or troubleshooting Windows Platforms Servers like File and print
- Hands-on experience managing System Center 2012 R2 Configuration Manager or newer versions, covering the following areas
- Experience of deploying, configuring and administering features of Azure AD and Azure AD Premium
- Several years’ experience in implementing/supporting at least one of the following System Center products
3
Skills For Support Escalation Engineer Developer Tools Resume
- Lead engineering investigations to bring quicker issue resolution to support incidents impacting our customers and improve customer experience
- Prior knowledge of the products to be supported, and other networking products and/or networking operating systems, is highly recommended
- Strong knowledge of operating systems including (Windows 2016, 2012 and 2008 Server, Windows 10, 7 and Vista)
- A strong understanding of Networking fundamentals such as
- Solid understanding of client/server, networking, and Internet
4
Skills For Senior Support Escalation Engineer Azure Rapid Response Resume
- Previous experience deploying, administrating and/or
- Good working knowledge of Microsoft Operating Systems
- Technical experience and knowledge working in Azure technical support or equivalent technology
- Application development & debugging experience (c/c++/c#,
- Strong understanding the Windows Architecture and internals
- Experience in software support, network operations, or IT consulting
5
Skills For Support Escalation Engineer Scvmm Resume
- Recent work experience in a customer facing support role
- Experience of building relationships with customers
- Experience in working on Microsoft Exchange Server 2007/2010/2013/2016 Hybrid Environment Setup with Exchange Online
- Experience in system development, network operations, software support or I.T. consulting
- Seek a challenging work experience,
6
Skills For Exchange Support Escalation Engineer Resume
- Demonstrated ability to quickly grasp emerging cloud technologies
- Domain experience in any of the following areas desired but not limited to
- Experience in one or more of the following areas is highly desired
- Manage not only the technically complex problems, but also politically charged situations requiring the highest level of customer skill
- Application development & debugging experience: c/c++/c#, Python, Node.JS, etc
- Maintain strong working & technical knowledge of the service, take ownership for service improvement
7
Skills For Pure Support Escalation Engineer Resume
- Experienced with stored procedures writing
- Experience in product support, technical software support, systems development, network operations, IT admin or IT consulting
- Experience of publishing on premise applications to the cloud
- Experience administering Linux (boot process, file systems, network device and protocol configuration)
- In-depth understanding and experience with VoIP technologies, protocols (such as SIP, RTP) and products is ideal but not required
- Office 365 migration and set up experience
- Strong ability to interact and communicate with groups outside
8
Skills For Support Escalation Engineer Sccm Resume
- Exposure and experience working with customers on the Cloud, e.g. Microsoft Cloud products such as Azure, Office 365, or Microsoft CRM Online
- A working experience of Visual Studio, SharePoint and Exchange
- Product configuration and administration experience with System Center Configuration Manager and the products on which it relies
- Product configuration and administration experience with Virtual Machine Manager and the products on which it relies
- Four or more year’s industry experience with Microsoft products
- Scoping and documenting customer scenarios, potential causes and troubleshooting steps
9
Skills For Product Support\ Escalation Engineer Resume
- Coaching and mentoring others on the team
- Reading and analysing C, C++, C#, XML and XLST/XSD code
- Operating Systems knowledge - AD, IIS
- Understanding of concepts like AP, Json templates
- Understanding of Storage technologies (cloud and/or on premises)
- Understanding of RDBMS concepts like T-SQL, SQLCLR, Stored Procedures, Indexes
- Working knowledge of System Center Data Protection Manager
- Scripting abilities (PowerShell, Python, BASH etc.) – advantage
- Understanding of CLR
10
Skills For Exchange Online Support Escalation Engineer Resume
- Debugging and deployment
- Operating Systems knowledge – AD, IIS
- Manage hot site issues by setting customer expectations, devising action plans, being available 24x7, and professionally communicating to all parties involved
- Operating system or networking support in a customer-facing or customer-support role
- Growth mindset – Our people focus on learning, improving and being open about change
- Scope a customer’s issue by collecting the relevant facts; investigate the problem by doing your own research and by involving other teams as needed
- Deliver and collaborate on new and existing training and deliver training as needed
- Be able and willing to learn about interesting subjects quickly
List of Typical Responsibilities For a Support Escalation Engineer Resume
1
Responsibilities For Technical Support Escalation Engineer Resume
- Understanding of PowerShell, C# is an added advantage
- Ensuring compliance with schedules; processes and MS policies and values
- Manage hotsite issues by setting customer expectations, devising action plans, being available 24x7, and professionally communicating to all parties involved
- Knowledge on Azure deployments, UI testing, performance testing with different tools
- Scope a customer’s issue by collecting the relevant facts
- Laser focus to offer solution to customers’ problems (as measured by first day resolution) by getting to the core of the customer issue
- Deep technical and architectural knowledge across the following areas
2
Responsibilities For Senior Support Escalation Engineer Resume
- Broad understanding across Microsoft and/or other vendor development toolsets
- Big Data and Machine Learning knowledge
- Analyze, troubleshoot, and remediate Azure software, network and datacenter stacks and bring quicker resolutions
- Continually learn technologies and develop deep expertise in Microsoft products. Apply that knowledge to real-world programming problems
- Contribute to the World-Wide team meeting the CPE goals with focus on partnership with international engineers, collaboration to speed problem resolution
- Mentor global peers both informally and via the mentor site. Drive technical issues and knowledge gaps via triages and training
- Initiate and devise technical hiring strategies for the group
- Participate in process tuning for faster case resolution
- Partner with Sustained Engineering teams and advocate customer’s perspective and business impact
3
Responsibilities For Support Escalation Engineer Developer Tools Resume
- It’s your chance to
- Quickly identify customer issues to specific Azure Services or Azure Platform; and being able to conduct in-depth diagnostics on Azure platform and services, and be able to work with Engineering group effectively
- Document your knowledge and share it with others
- Build business relationship with key customer contact
- Quickly identify customer issues to specific Azure
- Receive escalated, technically complex mission critical or
- Participate in the creation of future Microsoft support capabilities for the cloud
4
Responsibilities For Senior Support Escalation Engineer Azure Rapid Response Resume
- Identify and implement learnings from service investigations to improve Azure platform architecture
- Identify and drive implementation of customer centric mitigation levers and playbooks for Operations
- Be available to take ownership of new cases and via telephone and email
- Provide support to Enterprise customers
- Build solutions, help create tools, help automate issue detection and diagnosis, to enable customers or support to self-resolve the issues
- Identify emerging trends or re-occurring escalation scenarios and drive engineering opportunities to mitigate and/or eliminate them from the workflow. This can include a range of potential work item categories; such as self-healing mechanisms, self-serve, transparency, automation, and/or increasing the capabilities for Azure support
- Contribute to product improvements by filing impactful bugs, design change requests and helping developers to fix and ship them to production, preventing customers from being impacted
- Address product bugs, provides accurate descriptions, and collaborate with appropriate stakeholders and senior team members on fixes
5
Responsibilities For Support Escalation Engineer Scvmm Resume
- Solve technical problems escalated from outsource partners
- Engage with the global SEEs and Technical Advisors, our Supportability team, and the Product Groups on emerging trends and serve as the voice of the customer and our agents
- Customer Satisfaction: Delight customers with quick solutions
- Resolution Rate: Improve overall resolution rate with a focus on First Contact Resolution
- Periodically lead triage meetings to share knowledge with other engineers and develop customer solutions
- Consistently shares best practices with team members
6
Responsibilities For Exchange Support Escalation Engineer Resume
- Write complex technical articles for knowledge base
- Diagnose and resolve client technical issues that require in-depth knowledge of the functionality of the product
- Work with our development team to develop, design and propose solutions to meet technological needs of users
- Help develop support documents, FAQ's and knowledge-based articles
- Provide online support sessions and product overview demos with our customers as needed
- Familiarity with different cloud models
- IaaS and PaaS cloud platform technologies (e.g. Azure, AWS, Google Cloud)
- Database (SQL, MySQL, MongoDB), Data Warehouse, Data Lake, Hadoop
7
Responsibilities For Pure Support Escalation Engineer Resume
- Cloud Architectural Types (N-Tier, Web-Queue-Worker, etc)
- Consulting on Application Lifecycle Management (e.g. Agile, SCRUM, TFS), Solution Architecture (e.g. SOA, enterprise architectures), .NET technologies up to the latest version (e.g. WCF, WF, MVC)
- Demonstrated ability to identify technical design deficiencies, provide best practice solution guidance, and think and articulate clearly in business acumen at all levels of business acumen
- Own and resolve technically complex mission critical or politically hot customer issues
- Stay up to date on the leading technologies and technical certifications. Contribute to product improvement, and participate in pre-release activities and BETA programs
8
Responsibilities For Support Escalation Engineer Sccm Resume
- SQL Azure Database or any other cloud based database
- Heterogeneous Database Management Systems like Oracle, MySQL, etc
- Be flexible to work in different shifts which would span across EMEA/India business hrs
- Acquire & coordinate resources from other groups as needed to resolve customer issues
- Share knowledge with other engineers and develop customer solutions efficiently
- Report software bugs and supportability concerns along with customer suggestions to the product teams
- Respond to and resolve critical customer issues as part of a 24x7 on-call rotation and attend urgent ad-hoc requests
- Rights Management Services, Active Directory RMS, Azure RMS (Azure Information Protection)
9
Responsibilities For Product Support\ Escalation Engineer Resume
- Forefront Endpoint Protection, System Center Endpoint Protection, Microsoft Endpoint Protection, Windows Defender
- Windows Defender Advanced Threat Protection
- Microsoft Advanced Threat Analytics
- Be flexible to work in different shifts which would span across US after-hours, US day time and EMEA/India business hrs
- Communicate technically complex information with Microsoft’s developer customers via telephone, written correspondence, and electronic services
- Own and Participate in regular technical triage meetings to share knowledge with other engineers and help them develop efficient solutions to their customers
- Drive proactive SEE-SE cross-specialty collaboration meetings
10
Responsibilities For Exchange Online Support Escalation Engineer Resume
- Conduct talent incubation and development for the group
- Drive resolution of critical situations (CritSits) and ensure smooth execution through the life of the crisis by adherence to processes and guidelines
- Ensuring compliance with schedules; processes and MS policies and values Foster positive customer relationships and build customer loyalty in Microsoft, while effectively managing challenging situations
- Interact with other engineers to provide technical action plans or take ownership of cases that require escalation
- Share knowledge with others through solution documents, contribute to social media, engage technical communities, build automated self-help solutions and create training
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