Development Support Engineer Resume Format in Word Free Download -->

Development Support Engineer Resume Format in Word Free Download

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Sample Template Example of Beautiful Excellent Professional Curriculum Vitae / Resume / CV Format with Career Objective, Job Description, Skills & Work Experience for Freshers & Experienced in Word / Doc / Pdf Free Download
Ruby Roudsari
Home Phone: (408) 378- 9876
ruby.roudsari@yahoo.com

Qualifications and Objectives:

More than 15 years of experience in technical, customer support, project management, training, teaching, coordinating and administrative functions. Possess excellent interpersonal and communication skills. Software engineer by education and fully versed with latest computer software such as Salesforce, RightNow, web development software, MS Office, Unix, Windows, etc.

Relevant Experience:

SHUTTERFLY                              Redwood City, CA                                    10/2006-5/2007 & 9/2009-02/2011
Technical / Customer Escalation Tier II support (Contract)
  • Provided outstanding, professional technical support via email and phone (answering 100- 150) calls ) to Shutterfly customers about Shutterfly product and services.
  • Worked closely with Sales and Marking, IT and Finance
  • Executed company’s philosophy of top-notch customer service by providing every customer the time an energy required to work through any issues
  • Quickly and efficiently accessed available information to answer questions thoroughly and minimize customer holding time
  • Designed and developed instructor-led training materials that can also be used as self-study or reference materials.
  • Was recognized for being the second best producer, companywide, during Q4 - 2006

PayPal                                                  San Jose, CA                                                       6/2007-10/2008
Sales Engineer (Contract)
  • Supported the PayPal Merchant Services, Territory Managers and Account Executives by directly providing pre-integration analysis, integration support, and post integration evaluation and reporting.
  • Project manager on mark activation, working directly with Gateway merchants on integrating the PayPal payment option on their website.
  • Organized regular conference calls and meeting with customer to get their requirements and action items required. Assigned action items to the proper groups and followed up on the execution of the action items.
  • Conducted new hire training courses for the PayPal product line to members of the Sales, Operations and Integration teams.
  • Key cross-functional member of major product release working closely with teams from product, engineering, support, and sales and coordinated the meeting and oversaw the published material for new product release.
  • Handled an average of fifty PayPal accounts per day via phones and emails and documented all interactions with customers in SalesForce CRM.
  
 PHILIPS SEMICONDUCTORS              San Jose, CA                                                07/2001-12/2004
Senior Technical  Analyst/lead
  • Manager of a team of technical analysts
  • Set up and run Customer Support operations on a 24x7 world wide global basis
  • Coordinated work with Engineers, Development group (3rd tier) and Help Desk (1st Tier) on testing, resolution process and bugs fixing and verified that the problems were resolved.
  • Improved the call resolution process within Customer Support area.
  • Took proactive steps in managing the support web site
  • Coordinated technical training for the support group
  • Developed, maintained and updated training materials and manuals
  • Conducted research to assess training needs of employees
  • Evaluated training and effectiveness of training for continuous improvement.

UNIVERSITY OF PHOENIX            San Jose, CA                                                07/2001- 10/2004
Instructor (Part time)
  • Provided post-secondary instruction in basic and advanced mathematics (arithmetic, pre-algebra and geometry) courses
  • Evaluated students by assigning problems to be resolved through discussions, conducting research, laboratory work and examinations.
  • Served as advisor to students and reduced number of students drop out by 16%.


HEWLETT PACKARD                            Mountain View, CA                    02/2000-07/2001
Information Technology Solutions Specialist
  • Responded and resolved user request in accordance with service level agreements
  • Monitored interfaces and batch jobs
  • Participated in SAP upgrade/patch planning and coordination
  • Performed SAP configuration, testing and implementation
  • Provided on the job training to coaches and end-users in problem assessment and analysis

SAP TECHNOLOGY INC                            Palo Alto, CA                            01/1998-02/2000
Development Support Engineer
  • Provided support and delivered resolutions to customer issues regarding customer configuration files and possible syntax errors regarding their payroll, tax and benefits and made sure that all requirements were met.
  • Conducted various testing to the application to determine the nature of the application issues.
  • Responsible for extensive testing and documentation to secure quality assurance.
  • Monitored projects and provided decision making in terms of project status and priorities.
  • Inter-departmental consultant to enhance customer satisfaction.
  • Coordinated department’s projects, chart and analyzed findings, wrote reports, and presented conclusions and recommendations.
  • Coordinated weekly and monthly meetings to discuss project’s outstanding issues and timelines.

ORACLE CORPORATION                            Redwood Shores, CA                          06/1993-12/1997
Senior Technical Support Analyst
  • Provided Real-time software support to Oracle worldwide customers.
  • Analyzed and resolved Oracle software installation, configuration and UNIX related issues.
  • Logged bug reports for Oracle products in Oracle bugs database.
  • Administered in-house technical training for the technical support engineers team
  • Designed and developed complete training program for the support team by assessing, evaluating and monitoring how well the team was doing.
  • Designed and developed instructor-led training materials that can also be used as self-study or reference materials.
  • Significantly improved skill levels and productivity of support engineers in supporting customers
  • Expedited issue resolutions, and decreased average waiting and on-hold time by 15%

COLLEGE OF COMMUNICATION            Campbell, CA                                    06/1996-03/1998
Instructor
  • Served as an Instructor in college level courses in 
  •  L, MS Front Page, MS Office and PowerPoint 
  • Researched and created class materials.
  • Prepared and graded class assignments and examinations and coordinated students of their academic progress.
  • Worked with students on a one-on-one basis.



NATIONAL UNIVERSITY                                  San Jose, CA                                      09/1992-06/1995

Technical Resource Coordinator

  • Responsible for Network administration of the Novell system that include assignment of accounts, deleting files, installing software, and troubleshooting network and shared printers.
  • Coordinated the assignment of hardware and software to insure proper support of the educational mission of this campus.
  • Trained employees and students in using the internet, various computer applications and software programs.
  • Obtained information needed to prepare in-house training programs
  • Prepared training materials and developed course content.
  • Conducted training sessions and developed criteria for evaluating effectiveness of training activities.
  • Prepared and revised lesson plans to meet new training requirements and to keep technical information up to date.
  • Performed system checks and verified setup prior to training.
  • Raised staff and student competency levels in using computer and reduced burden on desktop support areas for rudimentary technical information by 20%.

Education:

M.S. in Software Engineering                                             National University                           
B.S. in Computational Mathematics                                   University of California Santa Cruz             
Certificate in Supervising and Management                       De Anza College 
Certificate in Marketing Management                              De Anza College
Certificate in Human Resources Management                   Mission College

Courses  and Training :
·         Applications:- MS-Office, MS- Word, MS- Excel, MS-PowerPoint,  HTML and Java scripting
·         Operating Systems:  UNIX, Windows XP, 2000
·         CRM: Remedy Helpdesk, Salesforce, RightNow
·         ERP System: - SAP R/3 (HR, MM, SD Module)

Scholarship and Award:   
Shutterfly Inc:  Was recognized for being the second best producer, company wide, during Q4 - 2006
Philips Semiconductor: Outstanding Teamwork and Customer Excellence Award
National University: Leadership Award

Languages: 
Fluent in Farsi



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About Author of the Website:

Neetu Singh is the founder of Resume Formats .Neetu Singh holds an Engineering degree in Computer Science with MBA Degree in Finance and Human Resource (HR). Currently she is running a Global Manpower Consultancy. Contact Her Here

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