Dedicated Support Engineer Resume - Hire IT People (2024)

SUMMARY:

• A personable, driven and enthusiastic senior IT Professional with over 10 years’ experience in service delivery management, customer services, project decision - making, policy direction, strategic business planning. Expert in developing innovative strategies, Troubleshooting and managing delivery to operation that improve quality of services within fast-paced working environments. Strong track record of streamlining organizational processes and procedures, building strong teams and leading staff towards maximum potential. Results orientated with an adeptness in on-time delivery of projects and all required outputs.
• Service delivery t Continual Service Improvement t Customer Relationship t Program Management
• Management t Solutions Advice t Troubleshoot t Cost Reduction t Resource and Team Management
• Leadership &Training t Opportunity Identification t Leadership & Decision Making
• Strategic planning & Communication t Project Planning and Management

TECHNICAL SKILLS:

NICE SME/ EXPERIENCE: Nice Perform 3.X and NIM 4.1, NBA, Reporter, User and Sys admin, Nice Screen Logger, Sentinel, VoIP and TDM Loggers including N+1, Interaction Analytics, Provided NDK- Nice Deletion Kit implementation, Certified in NIM 4.1 Installer, Migration, RTS, MDC, Nice Perform Express, Installation and configuration of Nice Perform - which includes: Patch Packs, Hot fixes, Images, Windows installation, Opening and reading different Nice consoles and Log files, SQL Database: Installing, writing scripts and Running queries. Knowledge in Nice DB structure, performing different types of testing such as: performance, sanity, stability, functionality, testing hot fixes and writing Case Study documents

PROFESSIONAL EXPERIENCE:

Confidential

Dedicated Support Engineer

Responsibilities:

• Directed all activities and functions associate to develop business relationships with the strategic customers, technical and management staff.
• Resourcefully formulate lead sales teams for optimization and simplify the NICE applications.
• Efficiently deliver technical support to the customer. Proficiently perform as the primary connection between customer base and support.
• Optimized and standardized building relationships, technology recommendations and decisions to ensure IT investments.

Confidential

Professional Services Engineer

Responsibilities:

• Competently work with a variety of telephony vendors such as Avaya, Cisco and Aspect, Lead project toward a successful execution and continued profitable growth for long-term sustainability.
• Drive a solution set across development by making the right choices to deliver excellent results and achieve retail goals. Supported DR - Disaster Recovery Solution for Bank of America.
• Effectively deal with high profile accounts such as - JPMC, AMEX, Santander, Primerica, Verizon/Cap1 Bank of America - Pioneer on VTM / VTA video recording Project.
• Tactfully install configure and operate the complete Nice System suite at a client’s site, dealing with VoIP loggers, COTS and NICE configurations, Telephony integration software, proprietary recording and monitoring solutions applications.

Confidential

QA Engineer

Responsibilities:

• Meticulously involved in all aspects of the QA lifecycle, including planning, implementation, creating and executing test plan.
• Successful accomplished overall QA test strategy plan, test scripting, test execution, test automation and supported processes throughout IT delivery, identifying process improvements area, write process document.
• Directed meetings with R&D team to recognize product functionality, design, installation, and Implementation. Evaluating test requirements and functional specifications.

Confidential

Helpdesk and QA

Responsibilities:

• Conveniently liaised with customers from first call to resolution delivered updates on all cases.

Confidential

Networking and QA Engineer

Responsibilities:

• Proficiently served in the computer intelligence unit.