Escalation Engineer Resume Sample

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Waino Hettinger
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Work Experience


Senior Escalation Engineer
03/2018 - PRESENT
Phoenix, AZ
  • Write & review complex technical articles and case studies for the knowledge base leveraging the customer
  • Strong knowledge of and experience with firewall technology (ACLs, packet inspection, traffic filtering, NAT/PAT, URL filtering, malware recognition, intrusion detection and prevention), or VPN technology (IPSec, SSL, and clientless VPNs, remote access, AAA, certificates), ideally with Cisco’s ASA or Firepower products
  • Technical experience in the workforce, at least 2-4 years of technical experience with computer networking, and with firewalls or VPNs, and at least 2-4 years of customer support or escalation management experience
  • At least a BS in computer science or engineering, electrical engineering, information technology, or related technical field, or equivalent experience
  • Experience in troubleshooting for at least ONE of these technologies: Cisco ASAs, Juniper SRX, Netscreen Firewalls, Palo Alto, Checkpoint, IPS/IDS, Fortigate, Bluecoat. Any other firewall vendor could be evaluated during the process
  • Respond to situations where NetApp product support has been unable to solve customer’s technical issues
  • Provide a high level of proactive and reactive services by building relationships with the customer to best serve their needs
  • Work collaboratively with customers in potentially stressful situations, while providing professional and courteous technical expertise
Escalation Engineer
02/2012 - 02/2018
New York, NY
  • Work with customer and other NetApp technical teams to define technical problems, determine solutions and assist customers in implementing the fix
  • Provide technical feedback to engineering concerning product changes and enhancements; or design, reliability, maintenance problems, or bugs. Work with development engineering to enhance product features based on customer issues
  • Create tests, tools, and diagnostic procedures for use by product support personnel
  • Represent NetApp in support meetings with the customers
  • Create documentation and post-mortem analyses of escalations
  • Demonstrated excellent customer service experience working with customers in high stress situations on complex problems. Excellent written and verbal communication skills are particularly essential for an Escalation Engineer role. Network Appliance hardware and software experience
  • In-depth knowledge of:-E-Series configuration, administration and technical support
  • Storage Grid configuration, administration and technical support
Encryption Escalation Engineer
12/2008 - 09/2011
Dallas, TX
  • Microsoft Exchange Strong understanding of
  • At least three years of experience with Network Appliance systems
  • Four or more years of relevant work experience
  • Four or more years of customer support experience
  • Knowledge of back-end server systems like apache, apache modules, php, Perl, shell scripts, and MySQL
  • Experience with Unix and Unix administration
  • Knowledge of how the internet works and how sites are hosted and served

Education


Kent State University - Stark Campus
2003 - 2008
Engineer's Degree in Computer Science

Professional Skills


  • Self-driven engaging FastTrack Engineer with proven history of demonstrated technical skills and leadership
  • Excellent problem resolution and troubleshooting coordination skills
  • Experienced support engineer and troubleshooting skills
  • Excellent written and verbal communication, issue facilitation and troubleshooting skills
  • Demonstrated excellent customer service experience working with customers in high stress situations on complex problems
  • Building strong body of work and knowledge working with the Core engineering and Customer Experience teams in the Product Group
  • Outstanding follow-up and organizational skills

How to write Escalation Engineer Resume

Escalation Engineer role is responsible for customer, technical, troubleshooting, reporting, java, escalation, code, english, training, coding.
To write great resume for escalation engineer job, your resume must include:

  • Your contact information
  • Work experience
  • Education
  • Skill listing

Contact Information For Escalation Engineer Resume

The section contact information is important in your 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
  • Email
  • Telephone number

Work Experience in Your Escalation Engineer Resume

The section work experience is an essential part of your 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 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 escalation engineer position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions. Representative Escalation Engineer resume experience can include:

  • Excellent customer service skills and the ability to diffuse very upset customers
  • Strong verbal communication skills and affinity to work with multiple teams is necessary
  • Detail-oriented with excellent communication skills
  • Excellent interpersonal communication skills that span both business and technical audience
  • Working effectively with Escalations and Engineering to debug complex issues and take ownership until the issue is resolved
  • Demonstrated experience supporting and troubleshooting complex issues as it relates to Enterprise Mobility Management (EMM), Mobile Device Management (MDM)

Education on an Escalation Engineer Resume

Make sure to make education a priority on your 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 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 Escalation Engineer Resume

When listing skills on your 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 escalation engineer skills:

  • A strong understanding of the Microsoft support delivery business and demonstrated ability to effectively partner with key partner & CSS business owners
  • Strong customer focus, excellent communication skills, and the ability to work in a fast paced team environment
  • Have good Windows and Networking troubleshooting skills
  • Strong written and verbal communication and problems solving skills
  • Solid problem solving skills with customer centric approach
  • Strong verbal communication and problem-solving skills

List of Typical Experience For an Escalation Engineer Resume

1

Experience For Senior Escalation Engineer Resume

  • Hands-on technical support experience with Exchange, Active Directory, Networking and Virtualization as well as mentoring/management experience
  • Superior spoken & written communication skills in English language
  • Experience deploying, configuring and operating enterprise cloud applications
  • Advanced ad serving knowledge and experience required
  • Strong level of influence and decision making ability
  • Experience managing Microsoft Exchange
  • Experience of shipping production code
  • Experience in communicating technical concepts to non-technical audiences
2

Experience For Lead Escalation Engineer Resume

  • Field service experience troubleshooting complex electro-mechanical equipment
  • Experience correlating system behaviors based on known inter-dependencies
  • Experience in Systems (Windows/Linux) and Networking concepts
  • Experience in managing internal and external customers through technical problem resolution
  • Own maintaining an advertiser's technical experience at Facebook
3

Experience For BU Escalation Engineer Resume

  • Experience of shipping production code
  • Evidence of dealing with escalations
  • At least five years’ experience in a technical support position, preferably with a networking technology company
  • A strong liking of investigation
  • NetApp E-Series hardware and software experience
  • Experience with “big data” analysis for use in technical investigations required
  • Management experience in ad tech or agency
  • Strong analytical and technology background
4

Experience For Encryption Escalation Engineer Resume

  • Experience shipping production quality software
  • Experience with Linux required
  • Experience in Enterprise and Service Provider networks
  • Demonstrated ability to create and perform trainings, create and document processes, and write tech primers
  • Cloud experience in an engineering or customer facing role
5

Experience For Principal Escalation Engineer Resume

  • Experience in software development, technical software support, systems development, or consulting
  • Experience working with partner and higher level stakeholders to achieve win/win outcomes
  • Ideally 2+ years’ experience working on technical products in technical support teams
  • Previous experience in a Technical Support Role (2nd or 3rd level support)
  • IT,Technical Customer, or Product support experience
  • Excellent proficiency in MS Office Suite
  • Experience of incident management with mission critical services
  • Identify, understand and prioritize service improvement opportunities based upon product feedback
  • Work with TSEs dedicatedly to enhance customer experience, ensures that SRs are on the right track and removes technical roadblocks
6

Experience For Tier Escalation Engineer Resume

  • BS or BE in Computer Science or a related field and/or equivalent work experience
  • Customer obsession - know our customer & partners, deliver the excellent customer service
  • Be able to demonstrate technical leadership
  • Three to five years of experience with NetApp systems
  • IT experience of customer delivery/customer services
7

Experience For Senior Ucce Escalation Engineer Resume

  • Primarily on industry experience
  • Experience with complex problem resolution where analysis of situations requires in-depth evaluation of varied factors
  • In depth knowledge and hands on experience with WAN, SAN, NAS, NFS, SCSI, RAID, device drivers, Linux and Windows file systems
  • BS in Engineering (or equivalent and 5+ years work experience)
  • Experience in IT Support, Technical Support, Product support, IT Admin support, Consulting, Systems development, and/or Application Development
  • The ability to make quick prioritization decisions based on multiple inputs such as scope, severity, and business needs
  • Practical experience with virtualization technologies
8

Experience For Messaging Escalation Engineer, Charlotte Resume

  • Engineer industry experience
  • Experience in software development using C/C++, C#, Win32, Windows Internals, Windows Driver Development, and/or Java (script)
  • Experience in writing low level drivers and applications development
  • Professional Experience with SQL
  • Identifying root causes, recommend test cases and fixes, and developing new debugging tools while working closely with product teams and R&D scrum teams
  • Working understanding of networking protocols, security technologies, and topography
9

Experience For Senior Email Escalation Engineer Resume

  • Listening and learning fast, understanding developers and production engineer’s lingo
  • Working understanding of Active Directory, Group Policies, and Windows Server Architecture
  • Working understanding of desktop solutions and support
  • Working understanding of mobile OS (iOS, Android)
  • Working understanding of Windows Internals
  • Working understanding of SAN technologies
10

Experience For Deployment & Escalation Engineer Resume

  • Evaluating and recommending server configuration changes to address issues, improve performance
  • Providing timely and fresh information to customer facing teams to improve overall customer satisfaction
  • Networking technologies such as TCP/IP, Routing, Proxies, ARP, DHCP
  • Troubleshooting block storage access protocols (FC, SAS, iSCSI)
  • Working knowledge of Flash, JavaScript, and HTML required
  • Performing an initial assessment and intake of an escalated cases brought to the attention of executive leadership
  • Working closely with other team members to coordinate assignments and communicate progress and/or difficulties
  • Providing input, solutions and recommendations
  • Working knowledge of Checkpoint products, F5 products, Bluecoat products, Juniper Products and SIEM Technologies preferably Arcsight

List of Typical Skills For an Escalation Engineer Resume

1

Skills For Senior Escalation Engineer Resume

  • Excellent analytical, problem resolution and decision-making skills
  • Good communication skills, business insight, customer focus and are results oriented
  • Strong communication skills, business acumen, customer focus and are results oriented
  • Good at communciation skills both in English and Chinese
  • Excellent and professional verbal and written communication skills (German & English)
  • Documentation writing and reporting skills
  • Technical escalation support experience (in a Tier 2/3 environment) including experience in a customer-facing or support role
  • Good experience in one of the programming language, JAVA or C# and scripting languages such as Perl or Python is required
  • Technical Escalation Support experience (in a Tier 2/3 environment) including experience in a customer-facing or technical support role
2

Skills For Lead Escalation Engineer Resume

  • Familiar with C/C++, C# or Java coding skills
  • English language and overall communication skills that facilitate being able to present complex technical issues to a general audience are important
  • Technical Consulting experience, or Support experience in a second or third tier role
  • Demonstrates good work ethic and is committed to seeing tasks through to completion
  • Demonstrates strong work ethic and is committed to seeing tasks through to completion
  • Proven experience in managing global/remote teams
3

Skills For BU Escalation Engineer Resume

  • Prior coding experience (Python, Scala, C#, JSON, SQL, etc.)
  • Strong technical leader with 5+ years’ experience in 3rd level technical support escalation role
  • UWP and Xamarin/VS for Mac development skills
  • Business Intelligence Program management experience with technical aptitude & hands-on experience in Microsoft BI technologies
  • Apply analytical skills to the alerts and alarms for each of the AWS services
  • Strong knowledge and experience of the mobile media landscape
  • Great communication skills: be able to give the right level of information at the right time to the right person
  • Great communication skills: be able to give the right level of information
  • Understanding of technical concepts, cloud computing and the ability to demonstrate willingness to work on base line AWS Certifications
4

Skills For Encryption Escalation Engineer Resume

  • Troubleshooting experience in Hyper-V configuration and administration
  • Experience with configuring, installing and managing one or more following technologies
  • Strong understanding of Product Development and maintenance processes, (including the responsibilities of Development, QA and Release Engineering)
  • Strong customer focus, with a bias towards problem solving for resolving challenging technical problems
  • Service engineering and/or DevOps experience at internet scale involving user data and/or software development for an enterprise level service
  • Good understanding of Windows Internals. Familiarity with debugging tools like windbg
  • Experience writing and debugging web applications
  • Experience in dealing and driving complex system debugs and root cause analysis for technical issues
  • Service Engineering and/or DevOps experience at internet scale involving user data and/or software development for an enterprise level service is desired
5

Skills For Principal Escalation Engineer Resume

  • Experience with troubleshooting and administering Linux
  • Experience with designing / architecting mid to enterprise level solutions
  • Proven examples of either scripting (Powershell etc) or foundational coding knowledge
  • Experience working on technical products and leading technical support teams
  • Experience leading and managing internal communications
  • Experience in problem solving and fixing products
6

Skills For Tier Escalation Engineer Resume

  • Experience leading and managing internal communications
  • Suggest tool enhancements aimed at streamlining end-user experiences and lower operating costs
  • Able to deal with the stress related to escalation impact and resolution timeframes and conflicting/competing priorities
  • Evidence of installing and configuring firewall technologies, preferably Checkpoint and Juniper
  • Evidence of installing and configuring SIEM technologies, preferably Arcsight
  • Demonstrated ability to identify impact of issues and projects to other areas of the business (e.g. Clients, Engineering, Product, Legal, Marketing)
7

Skills For Senior Ucce Escalation Engineer Resume

  • Experience in or a thorough understanding of digital advertising
  • Strong knowledge of SQL, Networking, IIS, .NET, and Web Application Troubleshooting
  • Experience supporting and/or troubleshooting application-level code with customers
  • Strong understanding of Windows 2003/2008 Servers in a networked environment
  • At least five years’ experience in a technical position, preferably with a networking technology company
  • Experience with JAVA/J2EE/.NET frameworks and the ability to write and troubleshoot scripting languages
  • Experience in a technical support position, preferably with a networking technology company
8

Skills For Messaging Escalation Engineer, Charlotte Resume

  • Good knowledge of advertising technology
  • A strong liking for investigation
  • Database experience – understanding SQL in order to debug, scope issues, and implement or modify product functionality
  • Technical portfolio management of standards · Experience working with partner and higher level stakeholders to achieve win/win outcomes
  • BS in Computer Science or Engineering or additional 3 years equivalent industry experience
  • Experience supporting mission critical systems for large customers or deployments
9

Skills For Senior Email Escalation Engineer Resume

  • Professional Experience with object oriented programming
  • Demonstrate ability to influence and develop those assisting
  • Full Stack troubleshooting experience
  • Cloud competency: Experience articulating to customers why the cloud and Office 365 and EMS in particular is a transformational industry change
  • Experience working in a Technical Support
  • Solid knowledge in TCP/IP and networking protocols such as: VRRP, OSPF, BGP, TCP/IP
10

Skills For Deployment & Escalation Engineer Resume

  • Relevant experience testing network appliances such as Firewall/Load Balancer/Web Filter
  • Cloud competency: Experience articulating to customers why the cloud and Windows 10, Office 365, and EM+S is a transformational industry change
  • Strong technical leadership, relationship building to create, reinforce, motivate and guide the team, customers, and partners
  • Ideally, 2+ years’ experience working on technical products in technical support teams
  • Experience correlating system behaviors based on known inter-dependencies
  • Experience in Systems (Windows/Linux) and Networking concepts
  • Experience in managing internal and external customers through technical problem resolution
  • Own maintaining one client's technical experience at Facebook

List of Typical Responsibilities For an Escalation Engineer Resume

1

Responsibilities For Senior Escalation Engineer Resume

  • Keep current with technical skills, new/advancing technologies, and new product releases/updates
  • Medium skills in PowerShell, Active Directory, Web Services and troubleshooting,
  • Experience in troubleshooting, debugging, and problem-solving
  • Create/modify technical support documentation, ensuring a world-class customer experience
  • Experience with technical support processes, case management tools and ticketing systems
  • The ability to analyze and resolve most effective method of problem resolution by utilizing applicable internal resources
  • Technical/general experience in operating systems and network security devices
  • Handling collaboration request from members when Windows Debugging is required, to detect issues related to Guest OS VM that impact the Azure Platform
  • Developing and maintaining productive relationships with members of all VMware functional groups
2

Responsibilities For Lead Escalation Engineer Resume

  • Developing software programs for diagnosis and fixing automation
  • Debugging on C+/C++ or C#
  • Working with cross-functional team
  • Scripting - UNIX/Linux, PowerShell, DOS, Perl
  • Being at ease with Windows & Linux environments
3

Responsibilities For BU Escalation Engineer Resume

  • Networking Concepts: VIPs, NAT, DNS, VPN, Virtual Networks, OSI model
  • Providing high quality data back to the Business Groups to help drive service improvement
  • Networking, TCP/IP, DNS
  • Being a quick learner
  • Mentoring Technical Support on technical issues and best practices
  • Building relationships with other teams across Customer Services, R&D, and Production as a technical expert
  • Championing Supportability and Debuggability initiatives throughout R&D
  • Developing complex queries and software programs to solve issues
  • Writing detailed technical documents
4

Responsibilities For Encryption Escalation Engineer Resume

  • Developing software fixes for product defects
  • Deep understanding of specific cloud IaaS technologies, including: cloud compute, load balancing, BLOB/object storage, messaging, etc
  • Learn our CRM system, including defect tracking, case management, and reporting capabilities
  • Identify emerging trends or recurring escalation scenarios and drive engineering opportunities to mitigate and/or eliminate them from the workflow
  • Work with Service Engineering and Sustaining Engineering to generate product modifications for commercialized products
  • Work with training developers and Service Engineering to create content for new product training
5

Responsibilities For Principal Escalation Engineer Resume

  • Work cross-functionally with product, measurement, marketing and engineering teams to provide feedback/test/help drive scalable solutions
  • General knowledge of scripting (Powershell etc) or introductory coding knowledge
  • Capable of running status calls with the customers to keep them up to date with all relevant opened isses, and on-going projects
  • Advanced understanding of networking protocols, security technologies, and topography
  • Work with the readiness and training team to optimize the curriculum, reducing the delivery time requirement or to enhance the material
  • Applies technical expertise using standard operating and diagnostic protocols to resolve standard to highly-complex system level issues
  • Responsible for sharing all acquired knowledge relating to problem resolution and regularly submits content to the knowledge database
  • Comfortable working on urgent issues as they come, even when alerted during off hours
  • Develop tools, scripts to automate troubleshooting activities and explore diagnostic opportunity on Tenant based monitoring/alerts
6

Responsibilities For Tier Escalation Engineer Resume

  • Lead and motivate improvements via automation and providing support tooling
  • Stay on top of rapid innovation by testing and documenting new features and technologies
  • Participate in strategic TSE case review including backlog, idleness and identifying technical and procedural deficiencies
  • Facilitate growth and learning by educating company staff
  • Extensive knowledge of routing protocols and thorough understanding of TCP/IP
  • An understanding of the Microsoft Product Group engineering principles and the product development life cycle
7

Responsibilities For Senior Ucce Escalation Engineer Resume

  • Work hands-on with Sales, Support and Development teams to be the customer advocate and lead critical situation calls during a service impacting event
  • Able to lead a larger perspective, identifying and evaluating opportunities where cross-group collaboration would enhance the operations
  • Participate in rotating ‘on call’ for after-hours client support emergencies
  • Proficiency writing complex SQL queries required
  • Passion for Facebook, advertising technology, and people management
  • Execute, manage and lead a set of Office 365 and EMS customers and partners thru the Onboarding technical process as prescribed by FastTrack
  • Assist Office 365 and EMS customers and partners with configuration of onboarding tools and processes technology
8

Responsibilities For Messaging Escalation Engineer, Charlotte Resume

  • Familiarity with high-end routing platforms and respective architectures (CRS, ASR9000, NCS5000, NCS5500, NCS6000)
  • Familiarity with IOS-XR and its related operating system(s) [IOS-XR, NGXR, XRv, cXR, eXR, XSpeed, etc]
  • Basic understanding of SAN technologies
  • Hands-on knowledge with Unix/Linux and Microsoft Windows operating systems
  • Able to handle escalations with demanding customers at a technical and management level
  • Advanced understanding of Active Directory, Group Policies, and Citrix XenApp and XenDesktop technologies, and Windows Server Architecture
  • Advanced understanding of desktop solutions and support
  • Advanced understanding of Windows Internals
  • Technical proficiency in and learning attitude toward Exchange and Exchange Online, Active Directory, and related technologies
9

Responsibilities For Senior Email Escalation Engineer Resume

  • High-level understanding of website architecture (HTML, JavaScript), SQL, APIs, and related web technologies
  • BS in Computer Science, IT or related software engineering field
  • Communicate with Azure IaaS customers through a number of channels including telephone, email, public and private forums, and the Internet
  • Help teams across Azure IaaS VM organizations monitor new incoming cases and meet SLA for critical cases and ensure transitions to appropriate teams
  • Develop engineering plans, drive execution to results and manage outcomes
  • Help analyze and translate business requirements into clear direction for engineering teams
  • Lead customer focused design initiatives for the engineering team to enable better support of customers
10

Responsibilities For Deployment & Escalation Engineer Resume

  • Improve serviceability of the product by contributing to the development of tools to scale our field deployment and auto-support infrastructure
  • Define and drive changes to our product with the Engineering teams
  • Be able to work in virtual teams comprising of members of cross-functional teams
  • Build and manage business relationships with key customer contacts and Technical Account Manager with empathy, trust and understanding
  • Deep technical and architectural knowledge for Networking, Storage and Compute Azure stack

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