Level Support Engineer Resume Sample
Sydni Braun
250 Legros Cliffs,
Dallas,
TX
+1 (555) 274 5313
Work Experience
Manager, User Level Support Engineer Level
10/2015
-
PRESENT
Dallas, TX
- Excellent 2nd Level Software / Application and systems support experience in a helpdesk environment
- Experience with database like MS SQL server/Postgres
- Experience of supporting Microsoft Windows Operating Systems
- Effectively explain technical issues to non-technical users and peers
- Work in Team and share knowledge
- Collaborate with IT departments of Oracle’s customers
- Experience in Retail System Software
Level Support Engineer
06/2011
-
05/2015
Chicago, IL
- Knowledge MS Office and MS System
- Previous escalated L3 server support experience in a corporate managed services environment
- Existing relevant Microsoft certifications
- Strong proactive customer service and interpersonal skills
- Prioritse and manage time effectively
- Ideally having your own mode of transport and clean driver's license
- Manipulate systems to resolve customer inquiry and reproduce customer’s technical issues
- Provides an excellent 2nd Level Support to the other team and to the Customer Ticket receive, Customer call pass-through by the other team for a priority issue
- Take the ownership of all ticket assigned
Level Support Engineer Mivo
10/2007
-
04/2011
Los Angeles, CA
- For all the ticket escalated keep all colleague and people involved in the situation until the solution
- Share expertise on Troubleshooting to help colleague and increase knowledge in team
- Become an expert user of Retail Software support to assure a proper support to the customer
- Identify and replicate software bugs, and raise with internal/external Software Development teams
- Produce technical/procedure documentation for the use by the Software Support Team, 1st / 2nd Level Support
- Identify opportunities for improvement in Micros System and procedures, making appropriate recommendations to your Shift Supervisor / Line Manager
- Work as part of a team and also on own initiative
Education
University of Tennessee
2002 - 2007
Engineer's Degree in Either Engineering
Professional Skills
- Problem management skills, documentation skills
- Proven customer service/ liaison skills in dealing with clients and customers at all levels including difficult and demanding stakeholders
- Scripting skills in Kix, VB, SQL DB, SQL Queries, Progress
- Demonstrate a proactive approach to prioritising assigned workload and resolving incidents
- Interpersonal skills. Attention to detail
- Analytical Skills. Tact & diplomacy
- Experience with troubleshooting and providing remote support
How to write Level Support Engineer Resume
Level Support Engineer role is responsible for software, research, telephony, architecture, java, retail, automation, languages, scripting, sql.
To write great resume for level support engineer job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Level Support Engineer Resume
The section contact information is important in your level support 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 Level Support Engineer Resume
The section work experience is an essential part of your level support 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 level support 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 level support engineer position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Level Support Engineer resume experience can include:
- Education, relevant experience or strong interest in aviation
- Efficient communication skills – written and verbal
- Experience in installation, configuratrion and troubleshooting on the Avaya AIR/AVP systems
- Experience in using Cisco based networks, IOS, OSPF, MPLS, ASA’s (VPN/Firewall), QOS
- Real desire to provide extraordinary customer experience
- Some experience of backup(Veritas, Symantec, Veeam, Backup Exec, Networker, Avamar, ShadowProtect, disaster recovery)
Education on a Level Support Engineer Resume
Make sure to make education a priority on your level support engineer resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your level support 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 Level Support Engineer Resume
When listing skills on your level support 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 level support engineer skills:
- Always looking to raise the bar of own skills and competencies
- Able to work effectively in extreme high pressure situations where critical service availability is compromised and/ or Barclays reputation is at stake
- Experience troubleshooting the current versions of the Windows Desktop Operating Systems
- Experience of working with a ticketing system such as Remedy,Right Now or Infra
- Knowledge of relational databases with SQL programming experience
- Experience in supporting Voice Infrastucture (IVR/AVP/ICM)
List of Typical Experience For a Level Support Engineer Resume
1
Experience For Second Level Support Engineer Resume
- A person with a Strong Customer Service Orientation
- Strong customer focus and attention to details
- Follow Global and Standard help desk procedures
- Log all help desk interactions for each ticket or situation manage
- Support, systems administrator or systems engineer background
- Curious and collaborative innovator
2
Experience For SAP Basis rd Level Support Engineer Resume
- Technical whizz who loves to see "how things work"
- Storage knowledgeSAN, NAS (Dell, EMC, IBM)
- Exposure to applications such as Microsoft SQL, Exchange 2010 -2016, VMware, Hyper-V
- To understand Application functionality/basic architecture
- Manage and resolve Production Incidents, Service Requests, Request for Change, Requests for Information
- Communication with Support team, provision of runbook updates
- Provide support to Oracle Sales Consultants and Partners who are preparing or delivering demos to Customers. This would involve taking calls on the hotline as well as monitoring and troubleshoot tickets
3
Experience For Mobile First Level Support Engineer Resume
- Review the knowledge base to identify technical and functional solutions to resolve complex issues
- Prepare, provision and deprovision environments for Customer demos
- Participate in advisory calls with Sales Consultants and Global Support team members
- Great team player and able to work and collaborate across global teams
- Summarize and escalate complex issues to the next level support
- Fluent English (written and verbal) and fluent Bulgarian
- Takes incident resolution actions to restore service to customers
4
Experience For Level Support Engineer Mivo Resume
- Detection of possible Problems and the assignment of them to the Problem
- Management team for them to raise Problem records
- Be available to work weekends and public holidays where needed
- Participate in a 24 7 on call support roster for the team
- Maintain the L2 Support infrastructure and Service Model
5
Experience For SOA nd Level Support Engineer Resume
- Maintain the Splunk infrastructure and Service Model
- Perform analysis and solution implementation for internal customer requirements
- Sense of urgency. Ability to multi-task
- Knowledge of Oracle products (e.g. Fusion) is desirable
- Basic/Advanced Knowledge of Network
6
Experience For Eoi-level Support Engineer Resume
- Language Required English and German
- Convey passion for Clients, Colleagues, Partners and Identify an opportunities for collaboration in a professional way with other teams to achieve company goals and customer satisfaction
- Knowledge of t-sql script language and administration SQL-server
- Readiness for shift and weekend work
- Lead controlled deployments
- CCNP , CCNP (Voice), CCDA,
- MCTS/MCP Windows 7 or above
- Learn, learn, learn
List of Typical Skills For a Level Support Engineer Resume
1
Skills For Second Level Support Engineer Resume
- Experience with basic administration of the following
- A good knowledge of the Linux Server platform
- Understanding of the payments industry. Particularly Authorization, ATM & POS Terminal Driving and Switching
- Managing all parties involved, producing reports and agreeing supportability
- Listening to the customer to gain an accurate understanding of the situation
- Being empathetic to the customer’s situation and having a sense of urgency to resolve the issue
- Understanding of networking and troubleshootingconnectivity, name resolution and performance issues
2
Skills For SAP Basis rd Level Support Engineer Resume
- Understanding of VolIP architecture
- Working independently and as a team to come up with the best solutions to a customer problem
- Providing best-in-class phone based support to a variety of time critical issues
- Escalating more complex cases to Level 2/3 Support Specialists
- Supporting global enterprise level customers
- Having the opportunity to build labs and simulators
- Learning of Development processes, tools and involvement to features implementation on later stages
- Providing first line support for Oracle Application and Technology products
- Working with different stakeholders to understand and improve processes and implement automation
3
Skills For Mobile First Level Support Engineer Resume
- Input and guidance to engineering on issues encountered during engineering field trial
- Knowledge of L2 Support, including managing L2 Support infrastructure or other Log Management systems, Data Extraction and Application and UI development
- Fully competent in using audio and video conferencing facilities
- Knowledge of Splunk, including managing Splunk infrastructure or other Log Management systems, Data Extraction and Application and UI development
- Act as a technical lead representing the team in executing system build and administration activities
- Enjoy solving puzzles and helping others fix their issues and make their day
- Participate in and identify key issues during demo release testing
- Develop technical knowledge on new emerging technologies based on relevant LOB
- A broad understanding of technology – both infrastructure and application
4
Skills For Level Support Engineer Mivo Resume
- Write up root cause analysis documents (including corrective and preventive actions)
- Knowledgeable across the related LOB product range including all solution(s) currently released and supported
- Prepare and deliver training on products and systems, as appropriate
- Provide advice to engineering on new product designs
- Input and guidance to engineering on potential resolution of product defects
5
Skills For SOA nd Level Support Engineer Resume
- Provide direction for Solution Engineers and other information providers creating articles to assure adherence to established standards
- Perform a trend analysis using customer profiles and/or incident data to identify “preventative notification” opportunities
- Identify and undertake proactive activities such as vulnerability patching, change impact assessments, root cause analysis of client’s infrastructure
- Act as a mediator between other support teams to bring timely resolutions to a client’s requests against their infrastructure
- Problem solving, Process oriented
- Basic/Advanced Knowledge of scripting languages like shell-scripts, python
6
Skills For Eoi-level Support Engineer Resume
- Basic/Advanced Knowledge of Operating Systems like Windows / Linux
- Knowledge Linux and Windows operating systems (command line)-
- The most current versions of the Windows Server family operating system
- Resolve logged incidents and service requests according to SLAs
- Assist in long term planning and help drive the direction for the service
- Research and update knowledge system using available information resources
- Prepare activity reports for a discussion in case of On Site Meeting with the customers
- Keep up to date with Software Release, Customer Customization and through self learning
- Knowledge of Microsoft Windows / Wintel Serveroperating system
7
Skills For IVR Level Support Engineer Resume
- Evironment configuration and releases performing under development team instructions
- Root cause analysis and remediation steps planning
- Provide specialization on agreed Oracle products, for troubleshooting purposes
- Provide feedback and recommendations to the Demo Engineering team to help improve the quality of the demo content
- Out of box thinker who has an eye for detail, brings immense drive and a new perspective to problem solving
- Work within virtual teams; to get a specific job done often requires working together with many colleagues spread out across different countries
- Microsoft clustering technologies
8
Skills For Mobile Foundation Level Support Engineer Resume
- Background in Retail support would be highly advantageous
- Knowledge of ISO 8583 and XML
- Understands the requirements of governance in a large financial environment, particularly around Change Management, Risk Management, handling major and minor incidents, Disaster Recovery planning / testing and meeting requirements of rigorous Audit mandates
- Technical Support experience
- Good Knowledge in MS SQL Server and Query
- Good Knowledge in JAVA is a benefit
- Experiences in different script languages for example bash, Python or VB
9
Skills For First Level Support Engineer Resume
- Experiences network administration
- Asses and prioritize workload
- Knowledgeable on assigned solution(s) to SME level and assists others with investigations
- Knowledgeable on 3rd party products used within customer solutions
- Prepare various technical documents on technologies, customer environments, products and systems
- Early adoption of new technologies
- Occasionally work with LT on targeted special projects
10
Skills For Windows Level Support Engineer Resume
- Work with product developers/solutions managers to improve product design quality
- Identify and where appropriate develop utilities/tools to assist with product support and/or customer support
- Manage and maintain the team’s customers’ network/system documentation to a defined, consistent and accurate standard
- Knowledge of SBA’s (Survivable Branch Appliances), SBC’s (Session Boarder Controllers), CAC (Call Admission Control) and Lync supported desk & conference devices would be advantageous
- Experience with Cisco ICM, Realsoft UCTI, Voxeo Voice Objects, Avaya AIC
- Background in IT support 1-3 years
- Voice certifications/qualifications helpful
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