Support Engineering Resume Sample

4.5
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Aliya Satterfield
127 Haag Manors,  Los Angeles, CA
+1 (555) 159 2223

Work Experience


Support Engineering Leader
12/2016 - PRESENT
Detroit, MI
  • To develop troubleshooting skills by
  • Documents and disseminates troubleshooting processes, and technical findings to standardize solutions into a BKM’s as well as addressing technical improvements, system upgrades, and support plans
  • Manage and monitor performance, quality, and completeness of work within the Systems Support Engineering Team to ensure that team goals for responsiveness, quality, and service levels are met or exceeded
  • Proactively reach out to Partner Mobile Carriers to ensure updated Facebook IP lists are applied correctly on the Mobile Operator’s systems
  • Experience providing customer or enterprise support in a technical (preferably telecommunications) environment
  • Knowledge of Networking protocols (TCP/IP) and Mobile network operations is required
  • Highly detail focus, with an ability to execute standard workflows while also adapting appropriately when necessary
Customer Support Engineering Analyst
03/2012 - 08/2016
Boston, MA
  • Manage EMEA regional support delivery for accounts & billing, programs, licensing, and activation ensuring alignment with CSS-wide support experience and to service experience standards
  • Lead teams and contact center providers effectively, enabling delivery employees and vendors and contact center providers to provide best in class customer experiences through our support channels against agreed on measures
  • Ensure market leading customer experience (NSAT) and productivity through managing routing logic and optimizing operations to minimize customer bounces, implementing initiatives from delivery excellence team, and managing development of readiness content and release management plans
  • Manage effectively high priority customer escalations as appropriate – safeguarding customer experience
  • Responsible for providing high-quality support for customers at both brick and mortar MS retail stores and MSStore.Com, ensuring alignment with MS Retail strategy and CSS-wide support experience
  • Drive usage and consumption for consumer products through customer education and engagement during incoming and proactive outgoing pre-sales interactions
  • Lead team effectively, enabling delivery employees and vendors to provide great customer experiences through our support channels against agreed on measures, and ensuring strong team work amongst delivery, product operations managers,
  • Manage high priority escalations as appropriate- safeguarding customer experience
Customer Support Engineering Intern
05/2005 - 11/2011
Boston, MA
  • Critical thinking abilities, specifically in relation to process optimization
  • Sound and responsible judgment
  • Experience in a troubleshooting role (either within or outside enterprise support)
  • Lead scope definition for Microsoft social/community footprint – deciding which channels/online communities/languages to be part of and what level of support to provide
  • Design strategy to utilize social as an efficient concierge, helping redirect to existing content
  • Design strategy to provide high-quality, discoverable, one-to-many support; maintain appropriate balance of Microsoft engineer support/external member participation and help drive IR reduction through traditional assisted channels
  • Design social listening & product intelligence collection efforts, in accordance with guidelines from Support Experience and Strategy tem
  • Decide on and monitor appropriate KPIs to evaluate performance in social and community; translate to recommendations for delivery SBUs

Education


California State University Channel Islands
1999 - 2004
Bachelor's Degree in Computer Science

Professional Skills


  • Demonstrated experience/ability in leading both direct and virtual teams with a broad array of skills to ensure best-in-class customer outcomes
  • Manage high priority escalations – safeguarding customer experience and ensure redirection to CritSit team in Support Experience and Strategy where appropriate
  • Translate Microsoft support experience into product-group specific needs, implementing defined support experience by product and channel
  • Lead team effectively, enabling delivery employees and vendors to provide great customer experiences through our support channels against agreed on measures
  • Responsible for end-to-end product-aligned support delivery ensuring alignment with CSS-wide support experience and to service experience standards
  • Demonstrated history of meeting aggressive deadlines and holding others accountable to meeting commitments
  • Experience working with and managing Android/Windows OS devices

How to write Support Engineering Resume

Support Engineering role is responsible for database, software, retail, training, security, reporting, design, research, travel, partnerships.
To write great resume for support engineering job, your resume must include:

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

Contact Information For Support Engineering Resume

The section contact information is important in your support engineering 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 Engineering Resume

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

  • Manage Asia regional support delivery for accounts & billing, programs, licensing, and activation ensuring alignment with CSS-wide support experience and to service experience standards
  • Strong support delivery leadership knowledge/understanding of Microsoft Inside Sales and Microsoft CSS Presales services.
  • Learn to operate fuel cells for optimal performance
  • Assisting working party activities
  • Making on-site investigations at customer or MRO facilities for major damage
  • Revise training documents to streamline training process

Education on a Support Engineering Resume

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

When listing skills on your support engineering 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 engineering skills:

  • Ensure market leading customer experience (NSAT) measures by managing development of effective readiness content and release management plans
  • Experience working with a CMMS system in a critical environment
  • Self directed with demonstrated analytical approach to problem solving
  • Provide inputs to delivery managers to enable implementation of standardized support experience
  • Able to quickly identify the critical few priorities and develop action plans
  • Business leadership experience; self-motivated, confident working at a senior executive level

List of Typical Skills For a Support Engineering Resume

1

Skills For Support Engineering Leader Resume

  • Technical fluency/acumen and strong support delivery leadership knowledge/understanding
  • Driving Cloud Active Usage
  • Reducing time/cost to Onboard
  • Academic background: Software, Computer, Electrical Engineering or Computer Sciences
  • Managing a global team
  • Communicates messages clearly and concisely in both verbal and written form
  • Manage multiple projects simultaneously and proactively update stakeholders
2

Skills For Customer Support Engineering Analyst Resume

  • Possess the knowledge and personal conviction to articulate why the cloud and Office 365, Intune, and Azure in particular are key to transformational industry change
  • Strong global communication skills, and skills in building organizational partnerships - across a complex stakeholder network in CSS and EG teams. Ability to navigate and influence in a matrixed organization
  • Experience in procurement, inventory and asset management
  • Customer and Partner Satisfaction
  • Knowledge of aircraft maintenance program and inspections processes, including structures related documentation. Pro-active in taking required decisions to improve customers’ satisfaction
  • Design strategy to and drive usage and consumption for commercial products through customer education and engagement during pre-sales interactions
3

Skills For Customer Support Engineering Resume

  • Design strategy to and enable extending (both consumer and commercial) customer value lead generation activities within the Engineering Group SBUs and Customer Services SBU
  • Lead team effectively, enabling delivery employees and vendors to provide great customer experiences through our support channels against agreed on measures, and ensuring strong team work amongst delivery, and product operations managers,
  • Ensure market leading customer experience (NSAT) through all times including during products releases by managing development of effective readiness content and release management plans
  • Ensure market leading customer experience (NSAT) and productivity through driving support experience strategy execution, by managing development of effective readiness content and release management plans, by implementing initiatives from the Delivery Excellence team, and by ensuring effective knowledge development, capture, and use
  • Responsible for Voice of Customer (VOC) and incident rate reduction with a joint plan with engineering
4

Skills For CDS Support Engineering Lead Resume

  • Lead team effectively, enabling delivery employees and vendors to provide great customer experiences through our support channels against agreed measures, and ensuring strong team work amongst delivery, product operations managers,
  • Ensure market leading customer experience (NSAT) and productivity through driving support experience strategy execution, initiatives from the Delivery Excellence team, and effective knowledge development, capture, and use
  • Manage effectively high priority customer escalations – safeguarding customer experience- and ensure redirection to CritSit in Support Experience and Strategy (SE&S) team where appropriate
  • Lead team effectively, enabling delivery employees and vendors to provide great customer experiences through our support channels against agreed on measures, and ensuring strong team work amongst delivery, product operations managers, and EEEs
  • Leverage key dotted line internal teams – Release Excellence to ensure strong release management of products in support channels, and Business Operations Managers to ensure strong operational planning/health
5

Skills For Simulator Support Engineering Supervisor Resume

  • Computer skills to include knowledge of software programing and database applications or clinical expertise
  • Gather, analyze and communicate prioritized engineering investments to deliver on key business metrics and customer & partner experience
  • Self-driven, engaging leader with proven history of demonstrated and measurable business impact thru influence
  • Manage global budget and continually drive increased effectiveness, resulting in reduced cost
  • Demonstrated ability to attract, build and lead a global IT engineering or professional services team within a global organization
  • Create/implement new testing methods for training documents
6

Skills For Product Support Engineering Technician Resume

  • Provide technical training
  • Develop support and training material (documents, CBT’s and classroom trainings)
  • Attract, build, develop and lead a high performing team
  • Analyze, develop and build business strategy for FastTrack onboarding and the entire deployment cycle
  • Analyze/troubleshoot complex fuel cell engineering failure modes
  • Utilize VB script to create tools for system analysis and reporting
7

Skills For Test Support Engineering Supervisor CTF Facility Resume

  • Be responsible for user management, configuration of new processes and projects, training, documentation, and daily routine maintenance
  • Learn fundamentals of fuel cell technology
  • Learn and apply alarm management techniques
  • Development of python script for fuel cell component lifecycle analysis
  • Be the initial point of contact for all functionality issues, bug reports, upgrades, security patches and enhancement submissions
  • Triage all requests for functionality changes and enhancements to prioritize accordingly, and they facilitate distribution of information to the Business in dealing with the Application Support team's backlog
8

Skills For Customer Support Engineering Leader Resume

  • Work closely with end users to gather requirements and enhance the systems
  • Research current systems technology and serve as subject matter expert on complex systems processes and procedures
  • Keep process and other related documents updated

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