RESUME SUMMARY
Technical support engineer with 9+ years of experience managing technical services and support operations both onshore and offshore. Proven success in implementing innovative customer and technical support strategies. Adept at analyzing critical support requirements while increasing reliability and improving productivity, and eager to do so as Any Inc.’s next Technical Support Lead.
PROFESSIONAL EXPERIENCE
Bottomline Technologies, Inc., Portsmouth, NH
Technical Support Engineer, September 2015–Present
- Lead a team of 8 technical support staff to deliver solutions to 17 interdependent cross-functional development teams
- Develop and implement cost-effective training and support solutions to improve productivity, streamline operations, and enable faster access to critical information
- Provide effective technical support to customer-relationship management clients using PeopleSoft & Siebel products
- Organize and deliver complex service training to local and international service representatives, which has saved $25,000 per year
- Maintain 99% system up time of in-house training systems to conduct customer training without impacting the established training schedule
Netscape Communications Corporation, Mountain View, CA
Technical Support Specialist, June 2011–August 2015
- Facilitated general support for hardware, peripherals, network connections, and external software, servicing 1300+ systems
- Managed 20+ support tickets daily with a 99.8% success rate, and implemented ticket management best practices which slashed resolution time by 30%
- Resolved 99.9% of Level 2 escalated support desk tickets in emergency circumstances
- Ensured 100% customer satisfaction by implementing effective strategies and eliminating the root causes of customers’ technical issues
- Worked closely with global support development, quality assurance, and tool teams to deliver resolutions
EDUCATION
Widener University, Chester, PA
Bachelor of Science in Computing and Security Technology, May 2011
- Honors: cum laude (GPA: 3.8/4.0)
ADDITIONAL SKILLS
- Proficient in Microsoft Office (Word, Excel, and PowerPoint), and Windows 7, 8, 10
- Expert in BMC Helix IT Service Management (ITSM) software, Microsoft Exchange, Oracle, and SQL databases