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Maya Andres
309
South Road
Deerfield,
NH 03001
(H)
603-463-9876 (Cell) 603-289-9876
Email:
maya@aol.com
Professional Experience
Summary: Experienced
technical support and training professional.
Experience supporting UNIX, networking, and TCP/IP, LDAP, and XML. As an instructor, delivered courses on UNIX
system administration, networking and
shell programming. Have managed support
groups, training groups, and as an account manager, managed relationship
between Lotus support and fortune 500 companies.
Oracle/Sun Microsystems,
Burlington MA March 2005 to present
Sr. Technical Support Engineer
·Provide
technical support to Sun customers on Java Enterprise Software products
·These
products included Sun Directory Server and Sun Messaging Server and Sun
Identity Manager
·Sun
Directory Server serves as the central user repository for Identity Management, providing the most
scalable, secure, high-performance LDAP data store for enterprise applications
and web services.
·Sun
Identity Manager is a best-in-class user provisioning and administration
solution that automates the process of adding, updating, and deleting user
accounts from applications and directories;
·Sun
Messaging Sever is a Enterprise level email server
·Maintained
a high level of customer satisfaction
·Answer
live calls from customers and escalated issues as needed.
·Updated
cases in a timely manner and worked issues to a timely resolution
·
Work with other groups within Sun to resolve customers issues
BottomLine Technologies,
Portsmouth NH October 2004 to March
2005
Customer Service Specialist
·Implement
law firms on the Legal Exchange product.
This includes setting them up to use the product as well as user
training. This was accomplished over the
phone as well as email.
·Answered
support calls from customers and law firms on the Legal Exchange products
·Escalate
product issues, bugs, and enhancements to our development team.
·Work
with account managers to ensure customer satisfaction
IBM,
North Reading, MA August 1999 to September 2003
Manager, Customer Support, Lotus
Software
·Manage
Customer Technical Support Engineers providing server setup, functionality, and
security support for customers running Domino servers in Windows and Unix
environments
·Checked
status of Support Engineers open calls to ensure a prompt and technically
accurate response to our customers
·Track
customer issues to ensure they were worked through the escalation process
·Spoke
with customers directly to resolve customer satisfaction issues
·Engaged
other groups within IBM to ensure timely resolution to customer issues and
achieve a high level of customer satisfaction with Lotus Support
·Schedule
Support Engineers based on call volume, vacations, training, and other factors
that limit our availability to our customers
·Write
performance reviews for Support Engineers that report to me
· Worked as part of a project team that
reevaluated how we deliver support to our enterprise customers, and
helped implement the new model
Sr.
Support Account Manager
·Promoted
to Sr. Team Leader within 1 yr of
hire
·Manage
day to day functions of a group of Support Account Managers
·Act
as management contact to customers of my team
·Manage
customer satisfaction of Enterprise Accounts
·Work
as a post-sale liaison between customer and Lotus Support
·Ensure
customer support issues are handled in a timely manner
·Manage
critical customer issues utilizing Lotus escalation process
·Impact
product enhancements and design modifications by advocating customer feedback
to development and product Management
·Provide
weekly/monthly and as needed reports to both the customer and Lotus executive
management
Bay Networks/Nortel Networks Billerica,
MA
November, 1997 to August 1999
Group Manager, Educational Services
·Propose
and Project Manage development of new courses
·Project
Manager of a large sales training project
·Manage
day to day functions of a group of instructors
·Manage
all aspects of training involving Remote Access Products
·Work
with other Managers in determining the overall schedule for Bay? training
·Schedule
instructors and hire new instructors
·Write
reviews for instructors report to me
·Develop
strategy for what new classes will be developed in the remote access space
·Work
with Customers in determining needs for on site training classes
Cisco Systems/Telebit Corporation Chelmsford,
MA Sept, 1995 to November 1997
Manager of Customer Service
·Helped
build a Support organization from scratch
·Hired
support Engineers
·Worked
with upper management to organize support center
·Wrote
procedures for Support Engineers
·Generated
weekly reports on support activities
·Represented
Customer Support on new product teams
·Managed
day to day operation of a group of 18 Support Engineers
·Worked
with customers that have support problems or issues
·Came
to Cisco as part of a acquisition of Telebit by Cisco
·Work
with the Management team of the Dev Test group to insure proper test of Digital
modem product
FTP Software North
Andover, MA January, 1995 to September, 1995
Supervisor of Technical Support
·Supervisor
of a group of Support Engineers
·Responsible
for the day to day function of support team
·Work
with Engineers to assure prompt and technically accurate response to our
customers
·Work
with Engineers to make sure cases work through the escalation process
·Write
performance reviews for Engineers that report to me
Hewlett-Packard/Apollo Computer Chelmsford, MA September, 1988 to January, 1995
Response Center Engineer
·Provided
System Administration support to customers on HPUX
·TCP/IP
support on Apollo platform, Telnet, rlogin, routing, rsh, NFS, configuring
internets, connectivity to other vendors
SE-Instructor
·Taught
classes for customers and internal HP and Apollo employees
·System
Administration classes on HPUX and Domain/OS
·Unix
C-Shell programming
Racal-Redac Inc. Westford, MA August, 1987 to September, 1988
Supervisor of Product Training
·Responsible
for all of the training activities at Racal-Redac
·Scheduling
classes and instructors for in-house and on-site training
·Worked
with customers to help meet their training needs
·Taught
courses on Racal-Redac CAD, and CAE software packages, including a database
course
Apollo Computer Inc. Chelmsford,
MA
March, 1984 to August, 1987
Instructor
Senior System Support Engineer
__________________________________________________________________
EDUCATION
Franklin Pierce College
Rindge,
NH
·Bachelor
of Science Degree in Computer Science 1988
·Graduated
with Departmental Honors
Control Data Institute
·Burlington,
MA
·Graduated
in Computer Technology Curriculum
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