Description :

1. Provided comprehensive support to federal and local government sites for network intrusion detection systems, ensuring compliance and security.
2. Conducted onsite troubleshooting and system design, fostering strong customer relationships and acting as a development consultant.
3. Earned exclusive authorization for site visits, demonstrating trust and expertise.
4. Created a functional lab to facilitate product testing, significantly boosting sales opportunities.
5. Developed a VMware server farm for support engineers, improving troubleshooting efficiency.
6. Established a centralized customer support portal with ticket tracking, enhancing visibility on support requests.
7. Monitored client inquiries and resolved major issues related to contract renewals, ensuring smooth operations.

Experience

5-7 Years

Level

Senior

Education

B.S. IT

Description :

1. Delivered exceptional technical support to clients, addressing inquiries and resolving issues promptly via various communication channels.
2. Leveraged internal tools to streamline issue resolution, significantly reducing client wait times.
3. Conducted service request reviews, facilitating knowledge sharing among engineers and improving overall service quality.
4. Acted as a liaison with senior analysts on complex legislative issues, ensuring thorough research and resolution.
5. Led quality initiatives, developing toolkits and conducting problem analysis to enhance service delivery.
6. Maintained high operational standards, consistently meeting and exceeding internal performance metrics.
7. Trained and mentored junior support staff, fostering skill development and team cohesion.

Experience

7-10 Years

Level

Management

Education

B.S. IT

Description :

1. Supported diverse client networks and hosted services, ensuring seamless operations.
2. Executed troubleshooting for physical, virtual, and configuration issues alongside Exchange to Office migrations.
3. Managed Active Directory configurations, Group Policies, and user account administration.
4. Configured communication devices including phones and voicemail systems.
5. Onboarded clients with comprehensive remote management and monitoring solutions.
6. Maintained internal systems and tools, ensuring optimal performance and reliability.
7. Oversaw firewall management, SSL certificate renewals, and DNS modifications.

Experience

0-2 Years

Level

Junior

Education

B.S. IT

Description :

1. Provided expert technical support and account management for OpenText products, ensuring client satisfaction and system performance.
2. Executed end-to-end document lifecycle management solutions, enhancing business workflows and collaborative processes.
3. Assisted in product implementations by providing detailed documentation and checklists, ensuring successful deployments.
4. Resolved technical issues during Enterprise implementations, maintaining smooth operations.
5. Acted as a liaison between agency personnel and OpenText Support, facilitating timely resolutions to software-related problems.
6. Recommended performance enhancements, leading to increased utilization of software tools.
7. Served as the primary technical resource for customer inquiries, managing problem resolution and escalation effectively.

Experience

0-2 Years

Level

Entry Level

Education

B.Sc. CS

Description :

1. Delivered technical support to third-party maintenance organizations, ensuring seamless operations and client satisfaction.
2. Troubleshot and resolved complex data communication issues using specialized testing equipment.
3. Provided presales technical assistance to sales representatives, enhancing customer engagement.
4. Collaborated with corporate engineers to address critical network issues, improving overall system reliability.
5. Advised clients on hardware and software requirements, ensuring optimal data network performance.
6. Successfully installed the first Microsoft Windows LAN at Chrysler, establishing a model for future deployments.
7. Streamlined support processes that improved response times and client satisfaction metrics.

Experience

5-7 Years

Level

Senior

Education

B.S. in CS

Description :

1. Led a team of support engineers, overseeing daily operations and ensuring high-quality technical support.
2. Implemented and optimized support processes, improving response times and customer satisfaction.
3. Trained and mentored junior engineers, fostering skill development and knowledge sharing.
4. Analyzed support metrics to identify trends and areas for improvement, driving strategic initiatives.
5. Collaborated with product teams to resolve complex technical issues and enhance product functionality.
6. Managed escalated support cases, ensuring timely and effective resolutions.
7. Developed and maintained technical documentation and knowledge base articles for team reference.

Experience

10+ Years

Level

Management

Education

BSc IT

Description :

1. Delivered exceptional customer support, providing training and briefings to military personnel on system usage.
2. Oversaw the care and maintenance of Deployable Band Earth Terminals, ensuring optimal equipment performance.
3. Executed rapid troubleshooting and resolution of electronic faults within a strict ten-minute window.
4. Managed outage reporting and record-keeping for military clients, enhancing operational transparency.
5. Guided and mentored Support Engineers, elevating overall team performance and expertise.
6. Collaborated with product development and quality assurance teams to address client needs effectively.
7. Conducted research in labs to develop tailored solutions and workarounds for client issues.

Experience

5-7 Years

Level

Management

Education

B.S. IT

Description :

1. Enhanced technical assistance response time by implementing a customer-centric process, improving efficiency by 30%.
2. Established internal reporting and issue prioritization protocols, leading to a 25% reduction in unresolved tickets.
3. Revamped end-of-life IT equipment management, achieving a 50% reduction in disposal costs and optimizing storage utilization.
4. Negotiated with vendors to optimize departmental spending, resulting in a 15% decrease in technology purchase costs.
5. Implemented cross-training initiatives that ensured continuous support availability, reducing downtime by 20%.
6. Developed a knowledge base that improved first-contact resolution rates by 40%.
7. Automated routine support tasks, reducing resolution time by 25% and increasing team productivity.

Experience

5-7 Years

Level

Senior

Education

B.S. IT

Description :

1. Managed and supported a Windows enterprise-level environment across multiple locations.
2. Provided expert technical support for complex software and hardware issues.
3. Diagnosed and resolved customer issues via phone, email, and chat.
4. Delivered effective problem-solving as part of a Windows Infrastructure team.
5. Documented policies and procedures for corporate infrastructure to ensure compliance.
6. Engaged in project management to assess and integrate new technologies into the Windows Infrastructure.
7. Designed and configured network printing solutions for enhanced operational efficiency.

Experience

2-5 Years

Level

Management

Education

B.S. IT

Description :

1. Managed all phases of technical support for enterprise-level applications, enhancing customer experience.
2. Executed specialized administration tasks and support functions, ensuring operational continuity.
3. Performed in-depth data analysis to provide actionable insights that met customer and design targets.
4. Designed plans for equipment layout and system arrangements to optimize resource allocation.
5. Collaborated with vendors and cross-functional teams to drive project success and timely completion.
6. Provided advanced troubleshooting for product returns, ensuring high levels of customer satisfaction.
7. Configured and set up hardware and software environments, ensuring seamless operation.

Experience

5-7 Years

Level

Senior

Education

B.S. IT