Technical Support Engineer

Tim Armstrong

** ****** **. ● Eugene, OR ***** ● 541-***-**** ● tarmstro46@gmail

Profile

Customer-centered technical support engineer with a solid track record in providing timely and effective solutions. Demonstrated ability in building customer relationships and increasing trust in product support.

Professional Experience

Symantec: Technical Support Engineer October 2006 – April 2014

●Symantec Certified Technician, supported Enterprise Level security software. Duties included customer technical support via telephone, written communication, and web based support methods.

●Worked to identify customer needs and concerns and created action plans to address. Met customer priority demands and deadlines to ensure high levels of customer satisfaction.

●Collected information related to product enhancement requests and documented software problems from corporate users. Authored documents in a collaborative effort to share knowledge with internal and external customers.

●Conducted training and mentoring of new agents to ensure their successful integration into the team; shared best practices, tool orientation, case management, and proper customer handling techniques.

●Built and maintained virtual environments as needed to reproduce customer issues and facilitate training of new products and issues.

Software Supported

●Symantec Endpoint Protection 11x, 12x

●Control Compliance Suite 11, 10.5 including Bindview Information server

●Control Compliance Suite Vulnerability Manager 10x

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Datalogic Technical Support Engineer II October 2014 - July 2022

●Phone and email support for retail barcodes scanners, mobile computers, and RFID equipment.

●Assisted customers with instruction in use of barcode scanners and troubleshooting.

●Created documentation for technical use. Processed customer requests for repair authorization.

●Tested hardware and facilitated QA reports.

●Confirmed part numbers, archival documentation, in SAP and Microsoft Sharepoint.

●Case management data entry in Salesforce and Microsoft Dynamics.

Education History Military Experience

●University of Oregon – Eugene, OR

●Bachelor of Arts, International Studies, 2001

• United States Navy 1986-1991 NAS Sigonella

Aircrew Survival Equipmentman

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