Summary
Overview
Work History
Education
Skills
Timeline
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David Alexander

Eugene,OR

Summary

Accomplished Strategic Support Engineer at Broadcom, adept in delivering enterprise-grade cybersecurity solutions and technical support. Excelled in troubleshooting, software implementation, and enhancing customer experience through effective education and technical documentation. Demonstrated exceptional collaboration skills and a commitment to continuous learning, significantly improving SAAS service adaptability and customer satisfaction.

Overview

20
20
years of professional experience

Work History

Strategic Support Engineer

Broadcom
Remote
08.2004 - 09.2024
  • Delivered technical assistance to customers and partner entities for a range of Enterprise-grade Cybersecurity software.
  • Assisted with implementation/installation. Upgrade, operation, maintenance and troubleshooting of software applications.
  • Provided guidance on necessary requirements for the software in a given environment.
  • Examined system and product logs to identify issues.
  • Support internal team members for advanced technical assistance.
  • Took charge of resolving high complexity and severity customer cases.
  • Collaborate with software developers to address high complexity issues.
  • Drafted product feature requests with solid business justification.
  • Developed, revised, and released Knowledgebase articles using multiple tools to meet KCS Consortium standards.
  • Implemented instructional materials to educate internal teams and external clients on software usage.
  • Administer lab systems across various environments simulating complete application suites.
  • Assessed and authorized significant changes to SAAS services considering customer implications.
  • Engaged in continuous learning to stay current with IT standards.

Education

Bachelor of Science - Software Engineering

University of Phoenix
Phoenix, AZ
2011

Associate of Arts - Business

WESTERN INTERNATIONAL UNIVERSITY
Phoenix, AZ
2009

Skills

  • Technical support

  • Remote support

  • Troubleshooting skills

  • Software installation

  • Software support

  • Customer education

  • Technical documentation

  • Virtualization technologies

  • Ticketing systems

  • Collaborative team player

  • Issue and resolution tracking

Timeline

Strategic Support Engineer

Broadcom
08.2004 - 09.2024

Bachelor of Science - Software Engineering

University of Phoenix

Associate of Arts - Business

WESTERN INTERNATIONAL UNIVERSITY

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David Alexander