Summary
Experienced and customer-focused support engineer with a proven track record of delivering exceptional technical support and problem resolution in a fast-paced environment. Skilled in troubleshooting complex issues, analyzing problems, and communicating solutions clearly to both technical and non-technical audiences. Possessing strong attention to detail and a commitment to ensuring customer satisfaction, I am dedicated to providing high-quality support and developing innovative solutions to improve processes and procedures.
Desired roles
As a support engineer, my desired role is one that allows me to apply my technical expertise and problem-solving skills to help customers resolve their issues quickly and efficiently. I am seeking a position where I can work collaboratively with a team of professionals, learn from experienced mentors, and contribute to the success of the company. Ideally, I would like to work in an environment that values innovation, continuous improvement, and customer satisfaction. I am open to opportunities in a range of industries and technologies, and I am excited to explore new challenges and expand my skill set.
Some of my ideal roles:
- Technical Support Engineer
- Customer Support Specialist
- Help Desk Technician
- Application Support Analyst
- Network Support Engineer
- Systems Support Administrator
- IT Support Consultant
- Service Desk Analyst
- Desktop Support Technician
- Support Operations Manager
I am open to exploring opportunities in various industries and technologies and am eager to expand my skill set to further develop my career as a support engineer.
Years of experience
IT Technical Support Specialist L2/Tier 2
January 2017–November 2019
Jones Software Group, Memphis, TN
Key Qualifications & Responsibilities
- Coordinated with Level 1 technical support specialists to take over calls outside their level of support.
- Assisted customers with more difficult technical issues requiring a greater level of personalized care and in greater length.
- Escalated support desk tickets to Level 3 in the most crucial circumstances and after considerable time had been spent on a single ticket.
- Onboarded and trained all incoming junior tech support specialists.
Key Achievements
- Solved 99.2% of Level 2 tech support tickets without needing to escalate to Level 3 tech support engineers.
Skills
- Strong troubleshooting and problem-solving skills
- Exceptional customer service and communication skills
- Deep understanding of technical support processes and procedures
- Proficient in various operating systems, hardware, and software applications
- Ability to work collaboratively in a team environment
- Strong time management and organizational skills
- Knowledge of networking and database technologies
- Experience in incident management and service level agreements
- Continuous learning mindset to stay updated with the latest technologies and industry trends
As a support engineer, I am committed to providing high-quality technical support and delivering exceptional customer service. My skills and experience enable me to troubleshoot complex technical issues, communicate solutions effectively, and collaborate with a team to achieve goals. I am dedicated to continuous improvement and staying up-to-date with the latest technologies to enhance my skills and deliver better solutions to customers.
Superpower
As a support engineer, my superhuman ability is my intuition to identify and predict technical issues before they happen. Through years of experience, I have developed a keen sense for recognizing patterns and anomalies in systems, networks, and applications. This enables me to proactively anticipate potential problems and take preventative measures to avoid downtime or data loss. With my ability to “see” problems before they occur, I can provide early warnings and effective solutions to prevent or minimize the impact of issues. My superpower helps me to consistently deliver exceptional technical support and provide an outstanding customer experience.