Engineer Customer Service

Tim Glynn Resume

T I M O T H Y E. G LY N N **** Cortez Drive Cedar Park, TX 78613 512-***-**** ******@******.**.*** TECHNICAL SUPPORT ENGINEER15+ years of technical customer support. Adept at troubleshooting by following a step by step processto quickly find and resolve customer issues. Exceptional problem solving skills with the ability toeffectively communicate with customers by phone, email, and live web conferencing. SKILLS PROFILEOS: Windows, UNIX (Solaris, AIX)LANGUAGE: JavaDATABASES: DB2, Oracle, MSSQLCERTIFICATION: Certified A+APPLICATION SERVERS: Tomcat, WebLogic, WebSphereWEB SERVERS: iPlanet, IIS, Apache EXPERIENCECUSTOMER SUPPORT ENGINEER: Open Text (formerly Vignette), Austin, TX (4/2000 to Present) Provides direct customer support through telephone, internet, email and WebEx sessions. Analyzes Java stack traces, thread dumps, heap dumps in trouble shooting. Lead conference calls with customers / team members in trouble shooting complex problems. Mentor junior and off shore support team members on support processes. Communicates with sales/other departments on potential opportunities where customers could benefit with additional products, services, and education. Recreates customer reported product problems and files defect reports with engineering.SUPPORT ENGINEER: IBM (Tivoli Software Group), Austin, TX (5/1997 to 4/2000) Supported software distribution, software inventory, and user management products. Promoted from Customer Service Representative to Customer Support Engineer.FIELD ENGINEER: Allied Computer Group, Milwaukee, WI (9/1995 to 5/1997) Configured, maintained computer information systems in the field for clients, and involved in enterprise-wide deployment projects and planning. Repaired and upgraded customers computer systems on site. E D U C AT I O NBACHELOR OF BUSINESS ADMINISTRATION: Texas State University, San Marcos, TX (1993) Major in Computer Information Systems