Technical Support Engineer CV Template

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Jessica Scott

Technical Support Engineer

Summary

I have developed and implemented processes based on ITIL conceptions aimed at decreasing of complaints inflow and working process automation across teams. I have proven experience in release management and operation process development and coordination.

Skills

  • Sharepoint
  • JavaScript, HTML/CSS
  • Java, .Net 
  • Technical writing
  • MS Word, Excell, Power Point etc
  • JIRА, Zendesk
  • Confluence
  • Technical Support
  • Product Support
  • ITIL
  • CRM and KB systems

Work Experience

Defect Manager/Release Manager/Maintenance Manager

Playtech

Sep 2019

  • Development of process aimed to decrease number of defects
  • Handling day-to-day meetings with Release and QA teams
  • In-depth analysis of critical issues
  • Problem management
  • Out of hours product support

Release Engineer/Support Engineer/ QA Engineer

Codeminders

Aug 2018

  • Tune up of support process;
  • Handling release process; 
  • Salesforce engineering;
  • “Black Box” testing

Technical Support Engineer

Luxoft

Dec 2016

  • CRM support;
  • API development and tune up; 
  • L3 – in-depth analysis of critical user issues;
  • UAT, QA and PROD deployments coordination;
  • Keep local knowledge bases up-to-date.
  • Java cluster maintenance;
  • Cooperation with QA and dev team

System Analyst(Shift Leader)

EPAM / Epam Systems

Dec 2014

  • Financial instruments L3 support;
  • Prepare detailed reports/diagrams/charts to present information to product owners; run conferences; initiate fixes and changes to improve product quality basing on customer’s point of view, control their deployment, track positive/negative influence.
  • Developed and implemented processes based on ITIL conceptions aimed at decreasing of complaints inflow and working process automation;
  • Take part in testing process on UAT and QA;
  • In-depth analysis of critical user issues;
  • System health monitoring and tune up;
  • Solving access issues;
  • Load-balancing and synchronization of the cluster;
  • Regular complex reporting and KPI calculations.

Support Engineer

Astound Commerce

Jul 2010

  • 24/7 (on shifts) support of Java clusters, issue tracking, analytics and communication with customers;
  • System monitoring and update (issue tracking, escalation process, staging/production deployment process etc.);
  • Monitor customers’ queries (mail, phone, HD, etc.);
  • Improve new features and bug tracking in CRM and KB systems;
  • Cooperation with QA and dev team.

Senior Customer Support Specialist

Innovative Marketing Ukaraine

Sep 2008

  • Ensure call-center/help-desk workability (90 operators + outsoursing).
  • Keep online CS resources (Members’ Area, Confirmation mail/page, customers KB) up to date, analyze statistics.

Education

Computer Science

San Jose State University


Languages

  • English
  • French
  • Arabic
  • German

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