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Professional Summary

Enthusiastic Technical Support Professional specializing in outstanding customer service with 8+ years of proven troubleshooting experience. Advanced technical expertise using standard operating and diagnostic procedures to resolve standard to complex level issues. Seeking full-time position as a Security Analyst.

  • Customer Service Expert
  • Project Management 
  • Analytical & Critical Thinker 
  • Excellent Verbal & Written Communication
  • Proficient in MS Office
  • Strong Presentation and Training Skills
  • Vendor Management
  • Team Management 
Work History
Sr. Clariion System Support Engineer, 01/2005 to Current
Dell EMC Corporation Draper, UT, UT
  • Installing, configuring, testing and maintaining operating systems, application software and system management tools including troubleshooting and configuration of products. 
  • Providing technical support to internal, domestic and international customers, and resolving service, pricing and technical problems for customers.
  • Resolving complex or unusual software/hardware problems in an accurate and timely manner.
  • Initiating contact with vendors and building solid working relationships with them.
  • Overseeing development and maintenance of organization training by training and mentoring of new hires.
Help Desk Support Analyst, 02/2000 to 01/2002
Stratus Technologies Maynard, MA
  • Installing software, modifying and repairing hardware and resolving technical issues.
  • Evaluating and responding to incoming sales leads, requests for technical support assistance.
  • Identifying and solving technical issues with a variety of diagnostic tools including; researching, troubleshooting and resolving complex hardware and software problems independently.
  • Managing call flow, responding to customers technical support needs. 
  • Remained up-to-date on the latest technologies and solutions applicable to company products.
Manager, 02/1991 to Current
Windows By Izzy Ashland, MA
  • Performing labor and management for family-run window cleaning business.
  • Determining and collecting payment for services.
  • Meeting with stakeholders and maintaining productive relationships.
  • Applying advanced business expertise in program planning.
Bachelor of Arts: Sociology - Psychology, June 1998
Northeastern University - Boston, MA
This resume is created in 7 minutes.
I work in my own personal private labs to grow my skills in Information Security. In my labs I have about 8 VMs that I have spun up to test security and break into the machines. Aside from the VMs, I use a few Raspberry PIs for various tasks from home automation with python, to creating small databases for SQL injection testing. Technology is my passion, and I aim to move towards the security side of the industry. Everyday is a new learning opportunity for me, and I strive to learn anything I can, from Business Management with ITIL or Scrum, to the far end of technology deep within Pen Testing.
Education and Training
CEH Certified
A+, Net+, Security+
  • Strong collaborative skills
  • SysInternals Suite
  • SolarWinds
  • Information security
  • Wireshark
  • Fiddler
  • Puppet
  • Network penetration testing
Technical Skills
Skills Proficiency Total Years Last Used
Windows, Unix, Linux 7 4 2017
Virtualization - VMWare, Hyper-V 5 2-3 2017
Python, Powershell, Bash 5-6 3 2017
11/2015 - Current
Convergys Corporation | Microsoft Richardson, TX Tier 3 Web Developer/ Network Support Engineer
Convergys contracted me to work with Microsoft to take cases from Enterprises and help troubleshoot their applications, which involve task ranging from code analysis to network or machine diagnosis.

  • Debug Memory Dumps of Windows Applications.
  • Use and modify PowerShell Scripts to automate tasks and test functions.
  • Troubleshoot networks to solve problems between client and server.
  • Usage of HTML, CSS, JavaScript to code applications and find errors.
05/2015 - 09/2015
Avior Data Irving, TX Python Software Developer
During my time with Avior Data, I worked on automating tax software for IFTA compliance. They had me code for each of the 50 states, the required tax forms to be filled out utilizing a Python Script to take customer information from an excel spreadsheet, and the input fields from XML, then outputting the information on the forms in the correct location.
  • Used XML to create custom tags for input fields
  • Automated with Python to take Excel Documents and output data into XML input fields
  • Worked with Excel macros to organize the data for the python script to use
10/2014 - 12/2014
Unifocus Carrolton, TX QA Automation Engineer
The primary focus for this small project was to bring an individual on for a short stint to automate QA within their application utilizing Selenium. While at Unifocus I worked on Selenium automation with Python to incorporate with their SQL Database back end.
  • Automated Python to use Selenium within Firefox 
  • Queried with SQL to pull data from database, and incorporate within automation
12/2013 - 04/2014
Charter Communications Denver, CO QA Engineer
While being brought on board with Charter, I worked with their QA team to integrated automated testing alongside their manual testing. Using manual methods of testing, I would bring in the automated side to improve the efficiency.
  • Automated with Python to test applications
  • Pulled and pushed automated results to the cloud servers
  • Used Agile to keep with a scheduled deployment process
  • Tracked bug issues with Jira
  • Monitored Traffic on Linux Servers
This resume is created in 7 minutes.
Over ten years of commended performance in key customer service and support roles. Expert in customer care/communications, problem solving, relationship building and user training and support. MS Office "power-user" with additional proficiencies in assorted databases. Computer Skills Word, Excel, PowerPoint, Access, Outlook Mission Statement Strive to exceed customer/ employer expectations by delivering second-to-none service. Maintain customer centricity in all initiatives and interactions, always putting the customer first. Professional Technical Support Specialist With a strong track record of customer centric in a rapid high-volume environments that include. Call Centers Online Support Customer Service Desks Key Skills World-Class Customer Service Troubleshooting/ Problem Solving Up-Selling/Sales Support Customer Order Fulfillment Call Center Operations Technical/User Support Complaint Handling Reports & Documentation
Associate, Operation Services 04/2012 to Current Corelogic Irving, tx
Conducts research of tax data.
Assignments are of moderate scope and complexity, where research requires review and judgment of multiple sources and knowledge of functional operations .
Leverages all available resources, such as existing databases, third party sources and/or public information on the internet.
Utilizes tools to analyze, query and manipulate data according to defined business procedures.
Extracts and enters appropriate data onto application, other form, or database.Process tax payments. 
Premium Services Concierge 09/2011 to 11/2012 STADIUM PEOPLE BY INNOVATIVE Arlington, TX
Attends pre-season training and carries out responsibilities taught
Attends pre-game and post-game meetings interacting when necessary
Greets donors
Directs donors to premium areas
Answers questions in a professional manner
Directs questions to a staff member when appropriate or to the Director or Manager of Suites & Clubs
Assists guests with any issues
Arrives on time for shifts
Checks for correct credentials to applicable suites
Initiates conversation with donors when appropriateIs knowledgeable of game day policies and procedures and stadium policies and locations
Technical Support Engineer 10/2008 to 10/2009 COMP CON TECH MICROSOFT Irving, TX
Software install and uninstall
Fraud detections
Excellent client support via electronic media
Written and oral presentation
Test Macro case processing
Q.A. Agent 04/2005 to 10/2008 HOTELS.COM Arlington, TX
Strong ability to strategize, plan, execute the different testing phases
Leadership presence, ability to influence
Train new hire
Coach and development employee
Provide customers
Uphold company policy
Monitor sales and customer service agents
Dispatcher\Technical Router 06/2003 to 02/2004 Volt (Mcrosoft) Irving, TX
Meeting and exceeding the company requirements closing cases\tickets up to 40 daily
Disturb cases to 15-20 team  members
Daily meetings providing overview of case load and completed cases
Trouble Technician\Integrated Billing Specialist\Collection Specialist III 08/1997 to 02/2003 Sprint Pcs Fort Worth, TX

Provided technical support for over ten years ranging from software install and uninstall fraud detections, cell phone support, and excellent client support, via electronic media, written and oral presentation.

I have skills that range from customer service, support service, troubleshooting, training new hires, updating trending issues, in addition to weekly progress reports.

I have experience with PeopleSoft inputting and correcting payroll weekly.

Meeting and exceeding the company requirements closing cases\tickets up to 40 daily also I preformed following up with customer via electronic media.

I'm a quick study, and a team player adaptable to any environment.

Education and Training
2007 ITT Technical Arlington, TX
clerical, closing, oral, clients, Customer service, client support, databases, database, functional, phone support, mailing, payment processing, payroll, PeopleSoft, progress, quick, reporting, research, supervisor, tax, team player, technical support, troubleshooting, written
This resume is created in 7 minutes.
Professional Summary
To leverage my 6+ years of handling projects in various sectors and expertise in the Data Analyst and Big Data experience seeking to apply my abilities to the position of a Project Coordinator or Expediter.
  • Excellent communication skills
  • Excellent problem-solving abilities
  • Data Analysis
  • XML application scripting
  • Enterprise technologies
  • Coding and modularization
  • Project Management
  • Business Intelligence reporting
Work History
Senior Implementation Executive, 04/2011 to Current
Interswitch Group

Interswitch Group Overview of the Company: Interswitch Group is an Africa-focused integrated digital payments and commerce company that facilitates the electronic transfer of money as well as the exchange of value between individuals and organizations on a timely and consistent basis.

Highlights of my Activities includes but not limited to the following;.

  • Providing tactical and strategic direction in business intelligence, data mining, and implementation of Business trends and analysis reports using Business Analytics dashboard for improving data quality, designing and presenting insights to assist the business in making an informed data-driven business decision.
  • Installation, configuration of Automated Teller Machines (ATM) and deployment and post-deployment monitoring at the customer site.
  • Resolution of first (1) and second (2) level of deployed solutions which ranges from ATM's, Payment processing machines(POS terminals and PC-Pos), Parking solutions and web based transactions.
  • Supervise the end to end project phase of deployment of cash collection automation systems in different sectors which range from Hospitals, Airlines, SME's, Boutiques and eateries etc.
  • Continuously tracking and providing regular reporting related to key business performance metrics/indicators including metrics surrounding service level agreements, volume, productivity, quality, customer intelligence, and employee performance.
  • Leading the team to plan and Install local area networks (LAN) and cabling connections for the installation of car parking solution devices i.e.
  • Barrier gates, column gates, RFID's, DAU's etc.
  • Statistical analysis of business trends and related statistics/metrics providing interpretation of findings and effectively communicating/presenting these findings to Managers, Directors, and Executives to assist in departmental and corporate growth and performance.
Field Support Engineer, 02/2010 to 03/2011
Interswitch Group
  • Developed training programs to assist support engineers to acquire necessary product expertise.
  • Formulated POS.
  • Site visitation to ensure customer uptime and satisfaction on all company deployed products and services.
  • Monitored system console to quickly identify failure in success rate of transactions and resolve to ensure minimal downtime and optimum uptime of successful completion card transactions on POS machines.
  • Providing continuous remote, on-site customer support and services to customers within the South-Western region.
  • Established and schedule customer support related trainings and delivered training to customer personnel in establishing Educate customer about the product operation and maintenance procedures.
  • Analytically examine and resolve customer issues in a timely manner.
  • Coordinated with onsite contractors for facility support management and assisted with onsite visitation and support to customer locations to identify and resolve technical issues.
  • Administer all activities associated with product installations, repair and maintenance activities.
Bachelor of Science (Honors): Computer Science, 2009
University of Ilorin - West Africa
Computer Science
  • CCNP Routing & Switching
  • ITILv3 Foundation 
  • Lean-Six Sigma