Customer Service Engineer

KEITH MEYER

*********@*****.*** 315-***-**** Liverpool, NY

www.linkedin.com/in/keithmeyerIT

IT BUSINESS PROFESSIONAL

Energetic and innovative IT Leader offering 20+ years of experience in multiple aspects of Information Technology and IT Management, with a unique mix of technical and personal skills. Positive, upbeat, and approachable with recognized skills in management, team building and communications. Key skills include:

Leadership Management Staffing Department Strategy Training and Development Customer Service

Client Relations Crisis Management Product Support Project Management Technical Writing Communications

Analytics Technical Support Microsoft Office Linux MySQL Perl / PHP Networking

CERTIFICATIONS

ITIL Foundation (IT Service Management)

Cisco Certified Network Administrator (CCNA) 2013 – 2016

PROFESSIONAL EXPERIENCE

OPTANIX (Syracuse, NY) 2016 – 2018

Senior Application Engineer, Instrumentation and Implementation Team

Performed a variety of engineering tasks related to the enhancement and development of an industry-leading network monitoring product.

Developed proprietary network monitoring specifications and strategies for diverse technologies including hardware, operating systems and applications for products from major industry leaders including Cisco, Juniper, Viptela, Aruba, Ubuntu, Oracle and others.

Performed quality assurance testing on product components including applications and monitoring profiles.

Performed audits on monitoring target databases and related conversion scripts.

Performed triage on bugs found in production. Tested, verified problem, developed proposed solutions and documented for development.

Quickly learned new technologies as required to develop comprehensive monitoring solutions.

Consistently delivered results before specified due dates.

OPTANIX (Syracuse, NY) 2012 – 2016

Operations Manager, Advanced Technology Group

Managed a team of 65 engineers in a complex environment to provide 24/7 support for industry-leading network monitoring product. Team was responsible for implementation, troubleshooting, customer support and training, and high availability of monitoring product installed at multi-billion-dollar corporations in locations all over the world.

Grew staff from 25 engineers to 69 in a span of eight months.

oEmployee retention was 95% over first year of employment.

Established hiring criteria, skills testing and interview requirements to ensure quality engineering staff.

Established promotion criteria and career paths for engineers to move into higher-level engineering or management roles. Conducted performance reviews.

o18% of new hires promoted to Lead or Level 2 engineer within first year.

Developed scheduling practices for maximum utilization and efficiency of engineering staff.

oExpanded overnight and weekend coverage, reducing workload on daytime engineering staff, and decreasing case backlog and completion times to meet customer Service Level Agreements.

oOvernight coverage better served international customers, providing immediate response. This improved customer satisfaction and retention.

Built team of eight supervisors to provide 24/7 leadership coverage to engineering team and customer base.

Identified needs and development opportunities to provide to training resources for both new hires and career development.

Established processes for communication with other company departments including Development, Day 2 Support, Customer Service, Problem Management and Transition Management.

Improved customer sentiment by developing problem resolution processes and communications between engineering team, senior management and customer representatives.

Provided leadership in addressing critical issues that required emergency response to customer problems.

Promoted from Level 1 Application Engineer to Supervisor then Operations Manager within one year.

OPTANIX (Syracuse, NY) 2009 – 2012

Business Analyst

Developed business justifications and specifications to ensure product enhancements met business needs and requirements, identifying competing resources and priorities.

Effectively communicated with stakeholders to perform detailed requirements analysis for industry-leading network monitoring product.

Worked closely with cross-functional team members and management.

Documented user acceptance criteria and performed user acceptance testing.

Used written and interpersonal skills to translate from business requirements to technical specifications for Development and Engineering teams.

SUNY OSWEGO, Adjunct Professor, Audio Production (Oswego, NY) 2001 - 2014

Taught a broadcast radio production course consisting of both lecture material and practical laboratory experience. Emphasis is on the development of the skills necessary to work in a radio production facility, including familiarity with the tools and equipment, and the ability to listen critically and evaluate radio and audio production as it fits in the overall station format. Promoted knowledge share and collaboration by having students work together on projects to achieve common goals. Provided mentorship to students throughout their continuing education and into professional careers.

Developed curriculum and educational standards for audio production class required for all broadcasting majors.

Developed practical example materials to illustrate complicated technical concepts.

Used sample techniques to demonstrate and explain complex technical audio equipment.

Supervised a team of student laboratory assistants, including giving them direction on concepts, expectations, and use of equipment.

EDUCATION

Bachelor of Science: Engineering Management

Clarkson University

Master of Science: TV, Radio & Film

Syracuse University

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