Summary
Overview
Work History
Education
Skills
Timeline
Generic

Craig Hutzelman

Support Engineer
San Diego,CA

Summary

Experienced Support Engineer familiar with user support and root cause analysis. Advanced knowledge of testing operations and dedication to see issues through to end. Works well in remote and desk-side environments.


Results-oriented with superior problem-solving and critical thinking skills, as well as meticulous attention to detail and methodical nature.


Skilled in tackling problems in unique ways to develop innovative solutions. Consistently recognized by superiors and peers for knowledge and expertise. Skilled at using judgment and advanced technical acumen to make positive impact on. Forward-thinking and resourceful professional with diligent mindset and disciplined approach.


Practiced troubleshooter with excellent diagnostics and repair abilities, strong attention to detail and methodical approach.

Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.


Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Hardworking and passionate job seeker with strong organizational skills eager to secure a position, and ready to help team achieve company goals.


Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy, looking for full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

18
18
years of professional experience

Work History

Support Engineer

Qualcomm
10.2020 - 12.2023
  • Implemented technical solutions to solve customer issues and increase satisfaction.
  • Collaborated with vendors to test and resolve advanced problems.
  • Was responsible for remote testing, dealing with customer support and advancement of new features.
  • Spent most of my career working remotely in the field and customer labs.
  • Monitored systems in operation and quickly troubleshot errors.
  • Documented technical issues and solutions to enable tracking history and maintain accurate logs.
  • Researched and implemented new technologies and methodologies to improve support processes and provide better services to customers.
  • Set up and administered test plans and test routes for multiple test teams.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Researched and identified solutions to technical problems.
  • Offered assistance in implementing and developing training programs.

Field Technician Specialist

Qualcomm
06.2006 - 10.2020
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Used ticketing systems to manage and process support actions and requests.
  • Documented support interactions for future reference.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Monitored systems in operation and quickly troubleshot errors.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Assisted with updating technical support best practices for use by team.
  • Explained security measures in simple terminology to help users understand malware and phishing threats.
  • Promoted efficiency among departments with prompt resolution of system issues.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Researched and identified solutions to technical problems.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Configured and tested new software and hardware.
  • Offered assistance in implementing and developing training programs.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Tested new software and hardware prior to deployment.

Education

Bachelor of Arts - Political Science

California State University - San Marcos
San Marcos, CA

Skills

  • Debugging
  • User Support
  • Application Installations
  • Quality Controls
  • Technical Documentation
  • Technical Support
  • Project Management
  • Customer Education
  • Troubleshooting Skills
  • Debugging Skills
  • Technical Analysis
  • Project Coordination
  • Quality Assurance
  • Technical Troubleshooting
  • Hardware Configuration
  • Problem-Solving
  • Interpersonal Skills
  • Attention to Detail
  • Organizational Skills
  • Technical Documents Comprehension

Timeline

Support Engineer

Qualcomm
10.2020 - 12.2023

Field Technician Specialist

Qualcomm
06.2006 - 10.2020

Bachelor of Arts - Political Science

California State University - San Marcos
Craig HutzelmanSupport Engineer