Engineer Technical Support
Resume:
Mitchell L. Hofmann.
**** ***** ***** ***: **, Santa Clara, CA 95050
**************@*****.***
OBJECTIVE
Looking for a challenging Technical Support Engineer position where I can
utilize my 14+ years of technical experience of working directly with
customers and providing solutions.
EDUCATION
Novell Certified NetWare Engineer (CNE) versions 3-6 - SJ, CA
Certificate in Computers Systems Operations (Mainframes) - SF, CA
Hewlett Packard LAN Manager Administration (40 hour course)
Hardware and Software
Open Text LanPress Print Severs/ Dell/Compaq/HP Servers/IBM
Open Text FaxPress Fax Sever that
supports up to 1 to 24 fax lines
Windows 4.0/2000 /2003 Server Veritas Backup Exec/Net backup
Professional XP Vista Windows 7
Workstations
Exchange 5.5./2000/and Exchange Firewall Security/VPN
2007
Terminal Server/4.0/2000/2003 Cisco, Netopia, Flow point
Citrix MetaFrame/1.8/3.0/4.0 Routers
Lotus Notes Domino/4.5/5.0/6.5/7
Novell 2x, 3x, 4x, 5.x and 6.x Castelle FaxPress T-1 Fax
Servers
Microsoft Office XP/2000/2003 Print Servers (HP/Castelle)
2007
Outlook XP/2000/2003 2007 Visio Enterprise
Control IT/Remote32/PC Anywhere/ T-1/E1 and ISDN
WebEx/ Web Interactive
Telecom Technology / PBX Web demo /TS Interactive and
WebEx
Vantive and SQL Dbases Linux RedHat
SUMMARY OF ACCOMPLISHMENTS
High energy, goal oriented individual and team leader with lots of
experience in customer service.
14 of years of experience technical support centers and quality assurance
departments
Have the ability to set priorities, meet deadlines and manage multiple
projects in a fast paced environment
Implemented technical tools to streamline responses to customer base and
increase customer satisfaction on new product.
Experience in providing complete support for all users, from minor to
major level desktop support of hardware and software issues also network
connectivity problems including remote access and printing issues. Strong
in technical training skills self starter that can communicate in high
technology in plain English so all users can understand and are
supported.
PROFESSIONAL EXPERIENCE
Captaris / Open Text - Global Technical Support Engineer (April 2009 -
Present)
Documented a technical overview for executive management for pre and post
merger review
Played an integral part in technical operation changes during the merger
Presented technical overview of FaxPress fax servers product line to new
support team
Castelle / Captaris - Global Technical Support Engineer (May 2007 -
November 2008)
Assisted with the pre and after merger assessment of the global
Technical Support operation for both companies and implemented the needed
changes.
Help Migrate the entire Morgan Hill Technical Support operation to
Captaris in Tucson, Arizona
Assisted in the management of the new 24/7 Technical Support global
service/support organization.
Castelle - Pre/Post Sales Engineer - (January 2006 - February 2007)
Traveled to participate on technical shows and providing detailed product
presentations.
Provided pre / post sales and on-site tech support installations and
training on the company product line.
Castelle - Support Escalation Lead Engineer - (January 2003 - February
2006)
Work closely with Systems Engineers to assess technical problems for
customers. Ensure and deliver accurate and successful resolution.
Communicate with Product Engineers as it relates to "bug and fix"
process. Help recreate customer problems in a lab environment to for
engineering to result in a solution.
Castelle - Technical Support Lead - (April 1998 - May 2003)
Assisted with hiring process and trained new employees on company
products
Implemented great Support remote solutions such as Web Interactive and
WebEx.
Assisted with training new employees on company products
I worked directly with engineers and quality assurance to reduce
turnaround time of product updates.
Managing the software and hardware upgrade for the Support Lab.
Maintained Support Lab upgrade on Novell/and NT servers and workstations
to reduced downtime.
Install VMware servers and setup image files for the Support Lab.
I was promoted to escalation lead.
Castelle - Senior Technical Support Engineer - (February 1996 - January
1998)
Support to end-users and OEMs of complete software/ hardware fax servers
and print servers over the phone on multi-protocol networks. Provided
feedback and Aided in designing a Technical Support Lab to duplicate
customer issues
Castelle - Q/A Tester - (March 1995 - January 1996)
Became an asset to the development department and improved the
availability of diagnostic information for LanPress Print Severs and
FaxPress Fax Severs product families, thereby improving product quality
and reliability which led to increasing productivity in the department.
Mentor Graphics Helpdesk/IT Support Assistant - (November 1994 - March
1995)
Installed and configured 45-node, 2 servers 10Base-T Ethernet Local Area
Network utilizing Novell Netware 3.x and Uinx Sun
Workstations Gained lots of experience in Desktop Support, which includes
resolving user problems of connectivity to the network,
Printing and software problems
REFERENCES: Available upon request
Contact this candidate