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JESSE KENDALL 123 Elm Street • Miami, FL 33183 305-555-5555 • email@example.com Advanced Technical Support Engineer Resourceful, proactive, and highly motivated professional with more than six years of IT experience. Combine technical proficiency with keen business acumen to ensure system integrity and performance while minimizing downtime. Respected people management skills developed through successful entrepreneurial operation. Well-earned reputation for quickly mastering new technology, assuming project ownership through successful completion, and providing superior service. RELEVANT EXPERIENCE Advanced Technical Support Engineer – ABC Computers – Miami, FL (20xx to 20xx): Provided the highest level of engineering support, quickly resolving “down system” issues and minimizing costly downtime. Opened, solved, and closed cases quickly and efficiently. Created new bug entry, identified bugs, and created effective fixes. Proactively troubleshot systems. Provided design consultation and migration planning services. Traveled to sites to diagnose and debug critical database code problems. Selected Accomplishments: Provided one year of on-site support to the company’s largest client, Wal-Mart. Saved hundreds of thousands of dollars by reducing downtime for clients. Level II Technical Support Engineer – BCD Group – Miami, FL (20xx to 20xx): Responded to 10,000 calls per day supporting BellSouth DSL and Comcast Cable customers. Aided customers with broadband connectivity, account provisioning, e-mail (Outlook, Outlook Express, and Web-based e-mail), Windows configuration, and router (including wireless) setup. Supported all TCP/IP network configurations. Assisted Windows and Mac clients with e-mail implementations and reconfigurations. Selected Accomplishments: Maintained 87% productivity rate. Resolved service calls within company’s 15-minute goal. Technical Support Engineer – CDE International – Miami, FL (20xx to 20xx): Provided real-time support responses to Fortune 100 language translation, localization, and global information management clients via Salesforce.com and other electronic channels for an enterprise-level SaaS delivery. Alpha tested new product releases. Worked closely with development and sales engineers to diagnose software bugs and develop hot-fixes for customers. Trained new customers on product capabilities, support procedures, and general company-related issues. Assisted with internal IT help desk functions, including telephony, networking, and cabling, as well as PC software configuration and hardware troubleshooting. Mentored new employees. Selected Accomplishments: Diagnosed problem causes and provided solutions to issues and “on-the-fly” workarounds to defects. Published FAQs and articles to the knowledge base for internal and external use. TECHNICAL SKILLS Operating Systems: MS Windows XP, Vista, DOS Networking: Local Area Network (LAN), Wide Area Network (WAN) Software: MS Office (Word, Excel, PowerPoint, Outlook), OpenOffice, Relational Databases, Ruby, XML, HTML, Salesforce.com, NetSuite, Test Track, WebEx EDUCATION Bachelor of Science, Information Systems, 20xx University of XYZ, Miami, FL
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