Candidate Information Name Available: Register for Free Title Technical Support Engineer Target Location US-TX-Pflugerville Email Available with paid plan Phone Available with paid plan	20,000+ Fresh Resumes Monthly     View Phone Numbers     Receive Resume E-mail Alerts     Post Jobs Free     Link your Free Jobs Page     ... and much more Register on Jobvertise Free
Search 2 million Resumes Keywords: City or Zip:	Related Resumes Technical Support Engineering Manager New Braunfels, TX Systems Engineer Technical Support Round Rock, TX Customer Support Test Engineer New Braunfels, TX Project Management Technical Support Belton, TX Engineer Support Austin, TX Technical Recruiter Engineering Manager Georgetown, TX Technical Support Customer Service Manor, TX

Candidate's Name  Email: EMAIL AVAILABLEPHONE NUMBER AVAILABLE  Pflugerville TX, 78660 LINKEDIN LINK AVAILABLE SUMMARYExperienced Technical Support professional with a decade of hands-on expertise in enterprise tech support, incident response, and process improvement. Practical know-how in assisting with enterprise technology issues, solving problems, and taking proactive measures. Skilled in guiding teams, cloud computing and network management. Fluent in Romanian, Russian, and English. Ready to contribute practical expertise, efficiency, and leadership to the team.WORK EXPERIENCEQUALISYSTEMS, Austin, Texas, USATechnical Support Engineer/Team leader Dec 2020  Dec 2023 Led diverse cloud infrastructure support with expertise in AWS, GCP, Azure, Kubernetes, and Docker, achieving a 95% first-call resolution rate. Achieved a 15% increase in customer satisfaction by resolving complex technical issues during new customer onboarding. Reduced support tickets by 20% through the development of internal knowledge base for self-service troubleshooting. Established a bug reproduction procedure, resulting in a 15% decrease in escalated tickets. Proactively improved processes, yielding a 10% boost in operational efficiency within the support experience. Guided new team members, reducing onboarding time by 20%. MITEL, Austin, Texas, USATechnical Support Engineer Mar 2020  Dec 2020- Provided 1st line support for network and application layer issues, ensuring customer uptime and satisfaction for VoIP, UCaaS services.- Identify root causes, trends, or anomalies of service by analyzing logs.- Managed incident communication providing timely status updates and escalating critical issues to the Incident Response Team.- Documented all troubleshooting steps and resolutions using ticketing systems.- Actively participated in incident response activities and collaborated with stakeholders. Global NOC Administrator (contract) Apr 2018  Mar 2020- Led and empowered a team of 5 NOC engineers, providing guidance, mentorship, and overseeing multi- level support for customers, field service technicians, and partner NOCs.- Monitored and validated system alerts, performing initial troubleshooting for servers, services, and applications adhering to standard operating procedures for day-to-day maintenance of Mitel Network, Telecom, and Cloud systems.- Escalated complex issues to system owners and relevant stakeholders, bridging cross-functional gaps to achieve prompt resolution and informing stakeholders, thereby streamlining troubleshooting by 20%.- Tracked & analyzed NOC performance via detailed reports, fueling continuous optimization. DAAC SYSTEM (Dell Distributor), Chisinau, MoldovaSystem Engineer Jul 2014  Oct 2015- Assisted internal resources, including executives, providing first-level support for hardware troubleshooting and electronic devices.- Configured and deployed desktop/laptop systems, created accounts, and provisioned phones.- Supported Microsoft desktop operations, deploying new machines, managing local privileges, and installing/configuring OS and productivity suites.- Installed and managed security software on desktops, supported VPN users, and contributed to Active Directory administration.Candidate's Name  Email: EMAIL AVAILABLEPHONE NUMBER AVAILABLE  Pflugerville TX, 78660 LINKEDIN LINK AVAILABLE MOLDTELECOM JSC, Chisinau, MoldovaTraining and Quality Assurance Specialist Jun 2011  Apr 2013- Managed process evaluations, providing technical support for policy enhancements, and led quality improvement initiatives in collaboration with training and operations teams.- Developed and delivered employee training programs, creating course materials, and organizing practical, technical sessions.Technical Support Engineer Dec 2007  Jun 2011- Handled an average of 50+ incoming calls per day, immediately resolving 90% of issues regarding account updates, billing, technical issues, product inquiries, service activations, etc.- Assisted customers in troubleshooting hardware issues, program installations, mobile internet settings and LANs, WAN networks.- Set up and connected terminal equipment for ADSL technology, WI-FI, FTTx technology, and IPTV services.SKILLSTechnical Skills:- Cloud Computing: AWS, GCP, Azure, Cloudshell.- Infrastructure & Automation: Kubernetes, Docker, Torque, Terraform, VMware/Virtualization.- Scripting & Development: Python scripting, GitHub, API integration.- Diagnostics & Troubleshooting: Log analysis (Logz.io, Log rocket), bug recreation, incident response.- Data Analysis & Visualization: Sisense (BI tool).- Customer Relationship Management: Salesforce, Jira, Confluence, Opsgenie.- Ticketing Systems: Zendesk, Remedy, SAP.- OS  Windows, Linux, macOS.Languages: Romanian  fluent/native, Russian  fluent, English  proficient CERTIFICATIONS- AWS Cloud Practitioner Essentials- Introduction to Agile Development and Scrum- DevOps on AWS: Code, Build, and Test- Programming Foundations: Software Testing/QA- Cisco CCNA Discovery: Certificate of Course Completion EDUCATIONTechnical University of MoldovaDiploma of Licentiate in Telecommunications (bachelors degree equivalent), 2007 Polytechnic College of Chisinau, MoldovaAssociate Degree in Automation and Informatics, 2003