Earl Bray III
Sr. Support Engineer
Granville,Ohio
Summary
Experienced Sr. Support Engineer with a solid background in user support and root cause analysis. Possessing advanced knowledge of CRM and Knowledge Management software support, dedicated to resolving issues comprehensively. Consistently providing exceptional support in both remote and desk-side environments for optimal user experiences.
Overview
19
19
years of professional experience
Work History
SR. SUPPORT ENGINEER
Astute Solutions
01.2011 - Current
- Provided world-wide Technical Support to Fortune 500 Companies for company and OEM products on a 24/7 basis
- Specialized in CRM and knowledge management solutions
- Worked in a product verification computer lab, testing company products and simulating real world scenarios
- Trained System Engineers and Customers
- Maintained excellent working relationships with customers, DevOps, Sales and Professional Services Teams
- Provided product support to end users in 24/7 uptime environment, often working double shifts to accommodate time zones.
IMPLEMENTATION CONSULTANT
Astute Solutions
01.2006 - 01.2011
- Determined best usability of CRM and self service software for customer environment
- Implemented CRM software in customer environment (on-site as well as hosted/SaaS)
- Performed training sessions to teach Administrators and users how to use CRM software
- Provided customer support
Education
B.Sc. - Electronic Engineering
University of Dayton
Dayton, OH08.1997
Skills
- Advanced troubleshooting
- Ticketing systems
- System configuration
- Application support
- Remote support
- Technical analysis
- Troubleshooting and Diagnostics
- Technical support
- Operating systems
Courses Completed
- The Git & Github Bootcamp
- JSON Path Test
- Cloud Practitioner Essentials Day
Timeline
SR. SUPPORT ENGINEER
Astute Solutions
01.2011 - Current
IMPLEMENTATION CONSULTANT
Astute Solutions
01.2006 - 01.2011
B.Sc. - Electronic Engineering
University of Dayton
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