Senior Technical Support Engineer with 15+ Years Experience
Resume:
Michael Franz
Canal Winchester, OH *****
*******.*.*****@*****.***
Professional Summary
Seasoned Senior Technical Support Engineer with 15+ years of experience in providing comprehensive support, troubleshooting issues, and assisting users across various applications and systems. Skilled in customer support for backup software, online banking, resolving issues with online bill payments, and funds transfers.
Work Experience
Customer Support Center Level 2 Engineer
Infosys
December 2025 to present
Summary: Technical support for Morgan Stanley financial clients and Level 1 engineers
Role & Responsibilities
* Provided support for escalated tickets from Level 1 engineers to assist financial clients with access to Morgan Stanley applications.
* Provided support by email, phone, and remote access. Used the ServiceNow ticketing system.
Senior Technical Support Engineer
Veeam Software
January 2014 to August 2025
Summary: Technical support for Veeam backup software for corporate clients.
- Delivered technical support for Veeam Backup & Replication and other Veeam products to corporate clients via email, phone, and video conferencing, achieving a customer satisfaction rate of 95%
- Diagnose and resolve issues swiftly by utilizing troubleshooting skills in VMware and Hyper-V virtual environments, ensuring minimal downtime for clients
Role & Responsibilities
* Provided support for Veeam Backup & Replication, Veeam Backup for Microsoft 365, and Veeam Data
Cloud for Microsoft 365 backup software.
* Provided support by email, phone, WebEx, and Zoom for corporate clients.
* Provided troubleshooting for Microsoft Exchange, SharePoint, OneDrive, and Teams.
* Worked with VMware and Hyper-V virtual environments.
* Worked with Amazon S3, Azure Blob, and Wasabi cloud storage.
* Worked with Microsoft Entra, Microsoft 365, and Microsoft Graph.
* Worked with PowerShell, Microsoft SQL, and PostgreSQL.
* Worked with Jira for internal support tickets.
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Alliance Data
June 2013 to October 2013
PC Technician
Summary: Hardware and software installation for business customers.
Role & Responsibilities
* Installed new desktops, laptops, monitors, and printers.
* Moved existing hardware to new locations and verified functionality.
* Upgraded desktops with additional memory and upgraded desktops and laptops to Windows 7.
* Used Altiris and Symantec Ghost to install software on new computers from a network image.
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Nationwide Insurance
October 2012 to April 2013
Internal Help Desk Representative
Summary: Inbound technical support for Nationwide employees and insurance agents.
Role & Responsibilities
* Assisted users with a wide variety of applications using both Web and text-based terminal interfaces.
* Performed troubleshooting of VPN connections for employees in the field and insurance agents.
* Used GoToAssist to remotely connect to users' computers for more effective troubleshooting.
* Entered information about customer calls into the HP ServiceCenter ticket tracking system.
* Performed troubleshooting of user accounts using Active Directory in Windows Server 2008.
* Performed troubleshooting of network printers for large and small office networks.
* Performed troubleshooting of virtual machines for employees using WYSE terminals.
* Assisted employees with both password and token security authentication.
Tier 2 Customer Support Representative
Online Resources
August 2010 to October 2012
Summary: Inbound technical support for online banking customers.
Role & Responsibilities
* Assisted customers with the security features of their online banking profiles.
* Showed customers how to use online bill payments and funds transfers.
* Entered information about customer calls into the Remedy ticket tracking system.
* Used RSA Authentication system to assist customers with online security questions.
Achievements:
* In 03/2012, promoted to Level 2 support, which assists customers with more advanced technical issues and investigates problems with the processing of online bill payments.
Technical Support Representative
Teleperformance
May 2009 to August 2010
Summary: Inbound technical support for Verizon FiOS Internet, TV, and phone customers.
Role & Responsibilities
* Troubleshot problems with Internet connectivity and wireless routers.
* Supported customers with a number of wireless Internet devices, such as Xbox, Wii, and Internet-enabled Blu-Ray players.
* Troubleshot Verizon Internet security software and custom applications.
Education
Bachelor of Science in Physics, University of Idaho, 1995
Fluent in German
One year study abroad at Technische Universität Braunschweig, Braunschweig, Germany
Certifications & Licenses
CompTIA Security+, 2009 (does not expire)
Skills
Network Troubleshooting, Virtual Machines, Cloud Computing, Inbound Technical Support, Troubleshooting, Root Cause Analysis, Application Support
Technical Skills
* Senior IT Technical Support Engineer
* Experience with Windows XP-Windows 11 Pro and Mac OS X 10.3-10.6
* Experience with Windows Server 2008-2025, Active Directory, Microsoft Entra, and Microsoft Graph
* Experience with cloud-based environments such as Amazon S3 and Microsoft Azure
* Experience with troubleshooting network configurations
* Experience with VMWare and Hyper-V virtual environments
* Experience with Salesforce, ServiceNow, and Jira ticketing systems
* Experience with PowerShell, Microsoft SQL, and PostgreSQL
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