Jake Williams
Riverdale,GA
Summary
Adept Technical Support Engineer with a proven track record at Oracle / Sun Microsystems, Inc., excelling in technical troubleshooting and problem-solving to enhance system efficiency and customer satisfaction. Skilled in application support and fostering client relationships, consistently resolving complex technical issues and improving service quality.
Overview
26
26
years of professional experience
Work History
Technical Support Engineer
Oracle / Sun Microsytems, Inc.
09.1998 - 06.2006
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Performed root cause analysis of reported issues to enact corrections.
- Diagnosed and troubleshot hardware, software and network issues.
- Patched software and installed new versions to eliminate security problems and protect data.
- Installed, configured and maintained computer systems and network connections.
- Installed and configured operating systems and applications.
- Maintained servers and systems to keep networks fully operational during peak periods.
Technical Support Engineer
Eastman Kodak Company
09.1980 - 08.1988
- Established strong relationships with clients by consistently exceeding expectations for service quality and responsiveness during critical situations involving technical support needs.
- Improved customer satisfaction by providing timely and accurate hardware support for technical issues.
- Conducted regular maintenance checks on hardware systems to ensure optimal performance and prevent potential issues.
- Managed inventory of replacement parts and equipment, ensuring availability for urgent repairs or upgrades.
- Resolved complex technical problems through thorough troubleshooting and analysis.
- Performed root cause analysis of reported issues to enact corrections.
Education
Associate of Science - Computer Engineering
Sylvania Technical School
Waltham, MA08.1980
Skills
- Technical Support
- Technical Troubleshooting
- Problem-Solving
- Application support
Timeline
Technical Support Engineer
Oracle / Sun Microsytems, Inc.
09.1998 - 06.2006
Technical Support Engineer
Eastman Kodak Company
09.1980 - 08.1988
Associate of Science - Computer Engineering
Sylvania Technical School
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