Advanced Technical Support Engineer
- Location
- United States
- Rate, USD
- Not specified
- Work schedule
- Full Time,
- Language skills
- English
- Available for Hire
- Yes
About me
I am a collaborative and responsible team member who excels at energizing groups with various personality types. I am highly effective at de-escalating emotional situations to help get the group or partnership back into problem-solving mode. I build solid high-performing teams who take pride in their work and effectively lead from the top and within, strengthening others behind the mission.
I am adept at diplomacy and escalation management, with extensive experience working with major enterprise customers who require delicate handling but quick resolution. I am rampantly organized, and my involvement leads to optimization in teamwork, documentation, and process improvement.
I am quick to learn and adapt rapidly to ever-changing processes. My professional development includes expertise in collaboration technologies such as ServiceNow, Remedy, Slack, Confluence, Zoom, and Microsoft Teams, as well as Microsoft Office Suite and various cloud and server administration platforms.
Throughout my career, I have handled high-profile and unpredictable emergencies for enterprise customers, nurtured close professional relationships, and contributed to the development of knowledgebases and training materials. I have experience in SAP administration, incident monitoring, application management, and technical support engineering.
I have coordinated teams and departments to achieve high levels of quality and performance, collaborated with multiple departments to facilitate communication and operations, and participated in problem and escalation management aligned with ITIL v3 frameworks. I am passionate about advocating for customers and expediting issue resolution while mentoring team members and contributing to training initiatives.
My technical skills span cloud technologies, Linux and Windows server administration, Oracle database administration, web technologies including scripting and troubleshooting, and various collaboration and lifecycle management tools. I am committed to continuous professional growth and delivering exceptional technical support and service delivery.
Professional area
Education
- Feb 2009 Bachelor of Science in Liberal Arts @ Excelsior College
- Aug 1997 Associate of Arts in Foreign Language @ Monterey Peninsula College and Defense Language Institute
- May 1995 Associate of Applied Science in General Studies @ Vincennes University
Experience
- April 2017—June 2025 Technical Support Engineer 2 @ Dell Technologies: Virtustream
Handled high-profile and unpredictable emergencies for enterprise customers. Nurtured close professional relationships internally and externally to deliver speedy resolution and build trust in the Virtustream brand.
- April 2017—June 2025 Service Delivery Engineer @ Dell Technologies: Virtustream
On-the-job training for SAP administration, incident monitoring, and application management during routine patching activity. Developed knowledgebase and training materials. Studied Linux and Windows system administration as well as Oracle administration.
- April 2017—June 2025 Technical Support Engineer @ Dell Technologies: Virtustream
Organized and expedited resolutions for customer issues. Triaged reports of needs or problems from customers and assigned tasks to engineers. Performed research, troubleshooting, and information gathering to assist customers and engineers.
- January 2002—August 2016 Technical Support Supervisor – Cloudn Team @ NTT America: Verio
Coordinated department and support floor responsibilities with other supervisors and staff. Achieved historically high levels of quality. Collaborated with other departments to facilitate communications, operations, and training among interdependent teams. Interfaced with client representatives to expedite escalations.
- January 2002—August 2016 Customer Care Department Manager, Tier Two / Problem Manager @ NTT America: Verio
Aligned activities to ITIL v3 framework. Identified systemic problems early and curtailed incidents. Participated in Escalation Management team to resolve challenging issues. Advocated for customers to expedite issues, working closely with Operations and Development.
- January 2002—August 2016 Senior Technical Support Associate @ NTT America: Verio
Troubleshot advanced technical issues in web hosting. Coordinated troubleshooting with customer technicians. Developed tools and training for front-line agents. Contributed to knowledgebase expansion for department-wide use.
- January 2002—August 2016 Technical Support Team Lead @ NTT America: Verio
Assisted Technical Support Representatives with troubleshooting. Supported Senior Support Associates by gathering information. Interacted with DNS, Abuse, Sales, and Customer Service departments. Mentored team members and contributed to training and knowledgebase development.
- January 2002—August 2016 Technical Support Representative I @ NTT America: Verio
Assisted customers with technical issues including account, server, and network problems. Directed customers to materials and tutorials. Performed testing on FreeBSD and Windows2003 platforms. Contributed to team knowledgebase.
- December 1988—November 1996 Personnel Support Specialist @ US ARMY AND ARMY RESERVE
Trained, led, and supported soldiers including wartime deployment. Managed travel funding and evaluated qualifications for promotions and awards. Managed placement and career paths for Intelligence crew members within the United States.
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