Support Architect Resume Sample

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Lori Heller
1856 Marquardt Stravenue,  Los Angeles, CA
+1 (555) 300 6700

Work Experience

Principal Support Architect
10/2017 - PRESENT
Chicago, IL
  • Strategic analysis of customer solution landscape and support history to build a long term and proactive value plan to support customer’s business process execution and optimization
  • When applicable, assist to establish SAP Solution Manager as collaboration, delivery, operations and innovation platform
  • Definition and positioning of tailored Engagement plans based on targeted goals identified and signed-off together with customer, considering the full ES portfolio (ES Academy, Value Maps, Remote Services, Enterprise Support Report, Tools and Methodologies)
  • Identify areas where participation of a co-innovation program with SAP might help the customer innovate faster to release further business opportunities (e.g. cloud offerings, S/4 HANA or other new SAP innovations)
  • Drive customer collaboration, including alignment with other departments within SAP to coordinate and support a ‘One Voice’ approach
  • Drive execution of the planned engagement
  • Service planning, booking, delivery management (including delivery of setup service and Enterprise Support Report where relevant) as well as providing support service execution and guidance on implementation of engagement plan recommendations
Support Architect
01/2011 - 06/2017
Boston, MA
  • Empower customers to consume SAP support offerings and services and avail of 'End to End' support deliverables
  • Support customer requests to refresh test instances 1
  • Execute Quarterly Release Customer Review utilizing the appropriate delivery method 1
  • When appropriate, assist customers in deploying Application Lifecycle Management utilizing advanced SAP Solution Manager scenarios
  • Motivate and guide the customer in establishing a Customer Center of Expertise, providing advice on the Advanced Customer CoE certification 2
  • Empower customers to leverage and consume educational content from the SAP Enterprise Support Academy & SAP support channels. For example: SAP Enterprise Support Academy offerings, MTE, EGIs, QuickIQs, KBAs, Release Notes, Value Maps etc
  • Delivery of introductory overview session on advanced SAP Solution Manager scenarios and identifying the right guidance information on configuration via the SAP Enterprise Support Academy
Linux Enterprise Support Architect
02/2008 - 07/2010
Boston, MA
  • Very good understanding of the SAP Service and Support portfolio offerings and ability to communicate value proposition to the customer’s c-level
  • Is able to manage complex customer situations and is able to communicate to the customer’s project team and C-level
  • English: Level 3
  • Enjoy presenting ideas and solutions - showcase high energy, enthusiasm, and positivity
  • Awesome sense of humor
  • Understanding of RESTful APIs and data interchange formats such as JSON, XML
  • Understanding on how SDKs are implemented in iOS and Android applications
  • Familiarity with mail protocols and mail server behaviors
  • Familiarity with push notifications and how they interact with applications in iOS and Android devices


Brown University
2002 - 2007
Engineer's Degree in Engineering

Professional Skills

  • Industry experience ( Generic and industry related process skills) as offered in Skills Catalog
  • Programming skills for at least one programming language (ABAP, JAVA, .NET) as offered in Skills
  • High soft skills (leadership / people management / interpersonal skills)
  • Team player with strong interpersonal skills that demonstrates an eagerness to win
  • Team player with strong problem-solving skills and a “can do” attitude
  • Gain a deep understanding of how multinational companies operate their businesses and how your skills can contribute to their success
  • Work hard on practice and developing your creativity, technical and commercial skills capabilities within a highly experienced team

How to write Support Architect Resume

Support Architect role is responsible for programming, software, training, integration, database, mac, purchasing, security, telecommunications, java.
To write great resume for support architect job, your resume must include:

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

Contact Information For Support Architect Resume

The section contact information is important in your support architect 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 Support Architect Resume

The section work experience is an essential part of your support architect 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 support architect responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular support architect position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative Support Architect resume experience can include:

  • Strong conceptual and analytical skills to find solutions to complex problems
  • Experience working with Spend Management Solutions and/or Web-based Enterprise Application Architecture/Infrastructure
  • Experience supporting Oracle EBS environments
  • Effective working with colleagues in a culturally and geographically diverse team enviornment
  • In general 10 – 15 years of experience in SAP environment
  • International experience from exchange programs

Education on a Support Architect Resume

Make sure to make education a priority on your support architect resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your support architect 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 Support Architect Resume

When listing skills on your support architect 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 support architect skills:

  • Good experience, knowledge and understanding of system integration process
  • Resolve he most difficult and complex problems that require the creation of new and innovative approaches effectively
  • Customer relationship skills with ability to communicate technical issues to nontechnical and technical audiences
  • Develop your internal and external customer relationship skills
  • Experience in a previous Technical Support, Consulting, or Engineering role
  • Experience serving as a Technical SME on large projects, preferably DoD

List of Typical Experience For a Support Architect Resume


Experience For Principal Support Architect Resume

  • Learning quickly about new products or methods
  • Scripting: Python, Shell, Bash, etc
  • Problem analysis and solving for ERP-like application stacks (expert level for system load, I/O, memory, networking) consisting of
  • Provide the Enterprise personnel with education and training of the Army ERP’s to maximize the use of the deployed functionality and meet the goal of the becoming self-sufficient
  • Regularly travel to their Customers’ sites to review activity and make recommendations regarding their environment approximately 20% travel
  • Setup and troubleshooting PCs
  • Setup and troubleshooting printers
  • Need to make relationships where none exist and take accountability for making the relationship to SAP successful
  • Provides coaching to CoE Functional Leads

Experience For Technical Support Architect Resume

  • Contribute to and influence business strategy by providing strategic feedback, decision and insight to executive management
  • Influence business outcomes by representing their function in cross-functional forums topics, strategic projects, etc
  • Define standard and leading-edge best practices in own area(s) of expertise across the organization
  • Assist with RICEFW development, refinement to provide managers and leaders with real-time/near real-time information from the AMC Enterprise ERP’s
  • Assist with requirements determination for GCSS-Army and other Army ERP’s for future increments
  • To shape the proposition such that it is articulated as closely as possible in the clients' language and terminology

Experience For Linux Enterprise Support Architect Resume

  • Direct personal impact would be limited
  • Define escalation scope, de-escalation strategy and exit criteria’s for escalation closure Create action plan and drive it’s execution to de-escalate the critical customer situation
  • Manage customer expectations and coordinate with SAP’s responsibilities
  • Is the SAP single-point-of-contact for the customer, partner and SAP’s senior management for all matters with regard to the agreed escalation scope
  • Own the communication relationship between the customer’s and SAP organization (within escalation scope)
  • Manage communication professionally at customer’s and SAP C-level
  • Work with operational teams in order to understand their technology needs and make recommendations on improvements and future changes to the customer’s operational environment

Experience For Technology Architect Support Engineer Resume

  • The Support Architect is part of the client’s technical team and a trusted advisor
  • Network and Phone system administration
  • 4) Support without incidents
  • Technical/Functional expert in at least one Solution Area/Component
  • Cross-organizational lead/go-to for Solution Area(s)/Component(s)

Experience For Business Solutions Architect Sales Support Resume

  • Resilience (fiber, network and servers),
  • Data reliability (backups, redundancy),
  • Working with off-shore resources to be a point of escalation for off-shore and on-shore team members in support our largest Enterprise clients, ensuring their complex infrastructures stay up and running 24/7 while working with bleeding-edge technology
  • Create, automate and enforce standards of operation among team members and customers for regular occurring procedures to ensure the highest quality
  • Oracle Stack: Linux (RedHat, OEL), Apache, OracleDB, Java
  • Virtualization – VMWare, Xen ( Oracle VM)
  • Storage Technology: SAN, NAS, DAS, NetApp
  • Database Servers (Oracle, MySQL, PostgresQL)
  • Web Servers (httpd, apache, nginx)

Experience For Sales Support, Solution Architect Resume

  • Partner management from technical and business perspective. Make sure partner’s product or deliverable on time and meet solution requirements
  • Understand your customers’ needs
  • Communicates with senior management
  • Full alignment with leadership to support the achievement of organizational goals
  • Provide clear visibility and action plans for customer situations to SAP Ariba senior management/executives
  • Work as functional/technical expert in de-escalation and CIRS situations when needed

Experience For Deal Architect Support Resume

  • Provide extended coverage on critical incidents when needed
  • Build and maintain an expansive network within SAP/SAP Ariba
  • Provide grown/development feedback for Support Engineers to leadership
  • Close cooperation with other organizational key stakeholders
  • Technical evaluation and documentation of customer situation

Experience For SAP Ns-tqm Support Architect Resume

  • Practical, working knowledge of Healthcare IT systems integration protocols and technologies including HL7, XML, DICOM, API and various file based information exchange methodologies
  • Strong business acumen – able to identify and articulate key value to customers
  • Demonstrated ability to actively engage ad hoc and formalized partners
  • Comfortable to present solutions to a broad ranges of customer representatives ranging from Engineers, developers, designers, architects, IT managers and CIO’s
  • Work within a highly skilled team of multidisciplinary professionals
  • Acquires international experiences
  • Participate in projects aimed at achieving the PS vision of SWI

Experience For Administrator Support Architect Resume

  • Take the lead in implementing activities to help achieve the PS vision of SWI
  • E2E technical understanding
  • Manage maintenance at risk situations
  • 4) Support Without Incidents (SWI)
  • Contribute ideas to help towards the PS vision of SWI
  • Role Model our vision of SWI within your GFM area

Experience For Digital Support Systems Technical Solution Architect Resume

  • Identify the need of carrying out new tasks in alignment with STM, GFM and GSC head to help achieve the PS vision of SWI for example participate in the real-time interaction and different personas or facilitate other people to do so
  • Provide extended and 24 hour coverage
  • Perform weekend duty manager tasks
  • Drive regular Product Feedback Cycle – provide feedback about quality, gaps, requirements and anticipated trends
  • Applications Servers (Java)
  • 1) Solution Ownership
  • 5) Additional Tasks

List of Typical Skills For a Support Architect Resume


Skills For Principal Support Architect Resume

  • Technical support experience as a Support Analyst, Support Engineer, Application Support, Developer, Systems Administrator etc
  • Experience with CSS3, HTML5
  • Technical support experience
  • Experience in implementation of relevant solutions with telecommunications sector (operators), e.g. deployment with telecom operators
  • Linux Red Hat experience
  • Mentor highly qualified and experienced support employees

Skills For Technical Support Architect Resume

  • Experience with Oracle VM, Xen, or similar virtualization technologies
  • Experience with OpenStack cloud management components
  • Experience with Solaris, AIX or HP-UX
  • Experience with Linux (RHEL), Solaris, AIX or HP-UX
  • Have the willingness to share your experience of customer interaction with other colleagues
  • Min. 2+ years’ experience in SAP DBS
  • Experience in similar IT support position

Skills For Linux Enterprise Support Architect Resume

  • Working during maintenance windows and outside working hours is mandatory for the role
  • Monitoring (alerting, reporting) for hosted and remotely managed customer infrastructures
  • Working knowledge of customers’ technical landscape such as Epic, LIS, voice reporting, PACS, VNA and archival solutions
  • Bring customer’s business to normal operations as soon as possible
  • This includes defining, designing, implementing, and supporting complex application infrastructures, incorporating
  • Expertise with configuration management and process automation technologies (Saltstack, Ansible, Puppet etc.) and scripting/programming with python, bash
  • Partner with Engineering to improve Documentation gaps and identify usability issues
  • Drive prevention of risks and resolution of issues and top issues according to engagement deliverables

Skills For Technology Architect Support Engineer Resume

  • Expertise with mail protocols and mail server behaviours, including the ability to troubleshoot mail header and delivery issues
  • Familiarity with JavaScript, including common frameworks such as jQuery
  • Expertise with mail protocols and mail server behaviors, including the ability to troubleshoot mail header and delivery issues
  • Broad understanding of SAP’s DBS strategy 2020
  • Builds up teams and shows professional attitude in dealing with employees

Skills For Business Solutions Architect Sales Support Resume

  • Working with a web-based software solution
  • High energy with the capability to multi-task in a dynamic, rapidly-growing organization
  • Aptitude for understanding how SaaS solutions solve business problems
  • Knowledge of CRM solutions, including, SugarCRM, Microsoft Dynamics
  • Deep understanding of departmental and enterprise Healthcare IT information systems and systems integration
  • Create an amazing platform for your career growth

Skills For Sales Support, Solution Architect Resume

  • Manage and actively control SAP’s escalation costs (forecasting, actuals)
  • Role is based in Dublin
  • Travel up to 25% at short notice is mandatory for the role
  • Externally and internally recognized as a noted leader/expert in product area(s)
  • Coaches/engages/mentors others to multiply knowledge across the entire organization
  • Drive creation of targeted Knowledge Base articles, WIKI Documents and White Papers

Skills For Deal Architect Support Resume

  • Partner with Excellence Programs to develop product/technical trainings and workshops
  • Partner with Early Adoption Team to ensure customers are ready for GA of new innovation
  • 4) Strategic and Management Tasks
  • Anticipation and identification of risks and top issues
  • Anticipation and identification of technical risks and top issues
  • Familiarity with other serverside Object-Oriented languages
  • Basic familiarity with web security issues (e.g. XSS, CSRF)
  • Ramp up knowledge about HR processes and labor law
  • Architecture knowledge for the complete HANA Cloud Platform incl. IT strategy (Technology CoE)

Skills For SAP Ns-tqm Support Architect Resume

  • Integration knowledge for the complete business suite (Application CoE)
  • Develops senior team members as managers and experts
  • Develops team members as functional experts
  • Convey information clearly and provide analysis as needed to help customers make proper business decisions
  • Inherent problem-solver of last resort, with desire to learn and take on responsibilities
  • The NGMaxA Enterprise Value Architect needs solid understanding of PE services offering and it’s interoperability within SAP’s services lines of business which are part of SAP’s Digital Business Services

Skills For Administrator Support Architect Resume

  • Multi-lingual in any of the following: Portuguese, French, Dutch
  • Understand the customer’s as-is situation and real pain points as described by the customer and account team
  • Have the interest to increase your exposure beyond a single customer engagement to become visible for multiple engagements and SAP management on a regional level
  • Specialist support skills in at least two application resp. technology areas and overview know-how across all aspects of SAP Cloud Products as well as NetWeaver
  • Experience in managing global projects with an impact on the whole Cloud Support organization
  • Experience in iOS / Android development
  • Mac terminal experience or Unix shell environments
  • Mac terminal experience or Linux / Unix shell environments

Skills For Digital Support Systems Technical Solution Architect Resume

  • Experience in the medical / healthcare industry as a System Architect or System Designer
  • Advanced ABAP/.net/Silverlight/XML programming capabilities
  • Deep understanding of mission-critical business processes across customer solutions (hereunder HR processes)
  • Integrations such as Segment and Amplitude
  • Email providers such as Sendgrid, Mailgun, or Mandrill
  • SMS providers like Twilio
  • Familiarity with other server side Object-Oriented languages
  • Familiar with Handlebars or Ember.js
  • Input to SAP DBS

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