Dynamic Escalation Support Engineer Resume Example

The Escalation Support Engineer will be responsible for technically complex escalated problems identified in the client’s software products, conduct analysis on different technical activities, and troubleshoot technical problems. The Escalation Support Engineer must have excellent communication and customer relationship skills. In addition, he/she must be familiar with Email, Chat, and Phone etiquette.

Kevin Adams

7867 East Meridian Street,

Lake Wales,

FL, 33853

(555)-555-5555

[email]

Objective To provide quality service to customers from different countries in solving technical issues. My vast and extensive understanding in various web technologies and customer relationship will greatly help in achieving the company’s goals in establishing good relationship with high profile clients.

Education

Indiana University, Bloomington

Diploma in Computer Science, 1995

Skills:

• Expert in Connectivity and Hardware (routers, switch, LAN, WAN)
• Over 12 years experience in the IT industry
• Exceptional Relationship and Analytical skills
• Ability to solve critical problems under time constraints
• Effective Oral and written communication s/kills
• Windows NT/2000/2003 Server, Norton Antivirus, Symantec,
• MS Word, Excel, Power point
• Switching Technologies: VLAN, , HSRP, Ether Channel, , SVI,

Professional Experience:

• Escalation Support Engineer, 2007-Present
• AA Business, Lake Wales

Responsibilities:

• Provided technical support to worldwide customers 10 hrs/day regarding Connectivity & Hardware: Cisco routers, switches, Ethernet, Fast Ethernet, WAN, LAN, TCP/IP.
• Handled and managed complex and critical customer issues.
• Trained new costumer support representatives in handling irate customers and other technical issues.

• Software QA Engineer, 2002-2007
• KKK Company, Lake Wales

Responsibilities:

• Performed various types of software project management using Test Director.
• Worked on Perl Script to automate test plans and test cases.
• Developed software innovations to curtail and prevent computer virus attacks.

• Escalation Customer Support Representative, 1998-2002
• Call Center Hub XX, Lake Wales

Responsibilities:

• Provided technical support to worldwide customers 10 hrs/day regarding Connectivity & Hardware: Cisco routers, switches, Ethernet, Fast Ethernet, WAN, LAN, TCP/IP.
• Handled and managed complex and critical customer issues.
• Trained new costumer support representatives in handling irate customers and other technical issues.

• Software QA Engineer, 2002-2007
• KKK Company, Lake Wales

Certifications and Affiliations

CISCO Certified Network Associate (CCNA)

Certified in Customer Service

Certification of Software Testing Professionals