Technical Support Engineer

Tim Armstrong

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

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, support 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

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. Tested hardware and facilitated QA reports. Created documentation for technical use. Processed customer requests for repair authorization. Confirmed part numbers, archival documentation, in SAP and Microsoft Sharepoint. Case management data entry in Salesfource and Microsoft Dynamics.

Education History Military Experience

● University of Oregon – Eugene, OR

● Bachelor of Arts, International Studies, 2001

● United States Navy, NAS Sigonella 1987-1990

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