Engineer Technical Support
Resume:
MARNIE G. DUARTE
Santa Cruz, Ca.95062
Home - 209-***-****
************@*****.***
MARNIE’S HIGHLIGHTS:
*Hardworking: Senior technical account manager for Cisco Systems, alliances, and other accounts
* Innovative: Built worldwide technical support team in three locations (Australia, London, and California)
*Responsive: Developed and relayed business plans for escalated technical issues to C-levels of management.
*Engaging: Cross-functional coordination and communication to groups interfacing with technical support
WORK EXPERIENCE:
McGraw-Hill, Monterey CA, 05/13- 05/13 Quality Assurance
Reviewed and critiqued education curriculum on a variety of subjects.
Just Internals, Santa Cruz, CA 02/07-05/10 Technical Client Relations Mgr.
Technical support for customer’s on the oracle database. Answered questions pertaining to customer database classes,
wrote FAQ’s and whitepapers, and maintained the webpage. Created and mailed out company collateral pertaining to
support and technical classes.
Symantec, Springfield, OR 01/06- 06 Product Engineer
Responsible for technical client escalations for an AntiVirus software. Recommend new business methods for handling
support process and procedures where there was a break down in communication. Responsible for mentoring new
employees. Assisted account managers on escalated issues. Created action plans for customer problem resolution.
Tibco, Palo Alto, CA, 8/98 – 11/00 Senior Manager
Hired to design, build, and deliver business process and procedures for a 24/7 worldwide technical support center team.
Developing process included coordinating installation of phones, call tracking system and a database, creating client
collateral, customer web page, and formal business escalation procedures. Responsible for communicating processes to
all global technical support teams. Handled top critical client escalations that involved working with a technical support
team member to develop a “plan of action”, and relaying this progress on a timely basis to all parties and levels of
management involved. Worked closely with sales in providing the necessary support for client related issues to help close
business deals and explain service license agreements (SLA’s). Also cross functional communication with sales and the
client to ensure customer satisfaction. Presented to clients’ the benefits of technical support and options for additional
custom support.
Oracle, Belmont Shores, CA, 8/95 – 8/98 Senior Gold Support Technical Account Manager
Technical senior gold support account manager for Cisco Systems, alliances, and other accounts. Responsibilities
included understanding clients’ business operations and needs, client advocacy, handling client escalations, and being
part of the clients’ team in future upgrade planning. On a regular basis met with clients to establish priorities and timelines.
These meetings increased both client renewals and satisfaction for problem issues and projects requiring resolutions.
Interacted and communicated with a variety of internal groups including development, sales, technical support, education,
consulting, and client relations, to resolve client issues and understanding client requirements. Escalated issues involved
both internal and client communication/status with senior and executive levels of management.
Also developed and maintained relationship, process, and procedures for alliances with HP, and Cisco Systems.
* Senior Technical Support Analyst -Technical support analyst for external, internal employees, beta clients, and
consultants. Responsibilities included technical knowledge of Oracle 7, Oracle Forms, Visual Basic, ActiveX, CORBA,
JAVA, C++, Mac OS, HTML, and Object Oriented Methodologies. Operating systems experience in both Windows and
Linux. Duties also included support for installations, providing real-time solutions, writing whitepapers, bulletins, resolving
client test cases, and handling client escalations.
SGI, CA 10/94 - 7/95 Senior Programmer Analysts
Responsible for maintaining and providing internal support for the call tracking system, Clarify, that supported 300
technical support employees. Duties included operating systems knowledge of IRIX, knowledge of relational database
(SYBASE), enhancements in C, providing workarounds, creating new user accounts, participating in weekly user group
meetings to provide solutions and implementations to increase productivity for groups using the Clarify call tracking
system. Par took in creating the business rules, process and procedures for outsourcing.
Loral Western Development Labs (WDL), San Jose, CA 10/91 - 9/94 Software Engineer
Created forms (Oracle forms) for a messaging system, a project for the U.S Army. The messaging system retrieved data
and based on this data, forms were used that allowed a variety of queries to be executed. The operating system was in
UNIX, implementation in C. Required interfacing with the customer and writing up business requirements.
Scitor Corporation, Sunnyvale, CA 8/90 - 9/91 Software Engineer
Converted orbital source code to C for an advanced orbital planning workstation capable of sending and receiving satellite
orbital data. User interface developed in X Windows with Motif, in a PC environment. Software requirements were
gathered by interfacing with the client.
Ultrasystems Defense, Sunnyvale, CA 8/88 - 8/90 Software Engineer
Developed administrative software for a trainer system for the U.S Army consisting of networked Sun Workstations in a
UNIX environment with C.
* Systems Engineer responsibilities included client meetings, determining and understanding client systems, gathering
and writing system requirements, and implementing solutions.
EDUCATION:
*Bachelors of Arts (B.A) Mathematical Sciences, University of California Santa Barbara
*Fred Pryor Management courses and seminars, Coursera-Machine Learning
*Educational Interest: Tutoring statistics at UOP and other colleges.
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