- Amateur Radio
- Model Railroading
- Photography
- European Train Travel
- Knitting and Crocheting
- 3D Printing
- Volunteer Work at a local makerspace
- Woodworking
- Electronics and Circuit Building
Michael Beck
Midvale,UT
Summary
Technology-oriented individual delivers product fixes and troubleshoot technical problems quickly. A confident Customer Support Engineer with expertise in help desk environments assisting customers while promoting efficiency, respect and patience.
Overview
20
20
years of professional experience
30
30
years of post-secondary education
Work History
Customer Support Engineer
Rediron Technologies
10.2019 - 01.2025
- Consistently managed a 20 to 30 incident backlog
Collaborated with cross-functional teams to improve product features based on customer
feedback.
● Resolved technical issues for customers using troubleshooting tools and software.
Provided timely support via phone, email, and chat channels to enhance customer
satisfaction.
●
Documented solutions in internal knowledge base for future reference and training
purposes.
Application Support Lead
Salesforce
06.2016 - 09.2019
- Spearheaded application support for Retail.net software, reducing system downtime through predictive analytics and monitoring.
- Led production support for software releases and infrastructure testing, improving deployment efficiency by 25%.
- Developed automation standards, accelerating the development cycle and improving cross-functional team collaboration.
Customer Support Engineer (Managed Services)
Demandware
01.2015 - 06.2016
- Provided Tier 2 support for Demandware Retail.net, resolving escalated technical issues to maintain 99.9% uptime.
- Optimized issue triaging and prioritization within Managed Services, reducing incident resolution time by 40%.
- Utilized SQL for debugging, ensuring seamless data transactions and improving user experience.
Technical Support Engineer
Evault (Acquired by Carbonite)
05.2005 - 08.2014
- Delivered Tier 1 & Tier 2 support for Evault’s backup software, enhancing customer satisfaction scores by 20%.
- Diagnosed and resolved server, client software, and web component interactions, ensuring smooth enterprise operations.
- Applied expertise in Microsoft Exchange and SQL Server to debug and optimize system performance.
Education
Bachelor of Science - Computer Science, Mathematics
San Francisco State University
01.2002 - 05.2025
Bachelor of Arts - History
University of Utah
09.1987 - 07.1994
Skills
- Programming & Development:
- Proficient in Java
- Web design styling
- Bash scripting proficiency
- Proficient in JavaScript
- Proficient in PHP
- HTML markup language expertise
- XML data management
- Software & Systems:
- Windows operating system proficiency
- Linux command line expertise
- Skilled in MacOS navigation
- Database Management:
- Database querying
- Proficient in MySQL queries
- Proficient in MariaDB
- SQL Debugging
- Data Integrity
- Performance enhancement
- Customer & Technical Support:
KEY STRENGTHS
- Strong communicator, making complex technical issues easy for non-technical users.
- Proven ability to reduce system downtime and enhance operational efficiency.
- Experience in high-stakes environments, ensuring top-tier customer support.
Interests
Timeline
Customer Support Engineer
Rediron Technologies
10.2019 - 01.2025
Application Support Lead
Salesforce
06.2016 - 09.2019
Customer Support Engineer (Managed Services)
Demandware
01.2015 - 06.2016
Technical Support Engineer
Evault (Acquired by Carbonite)
05.2005 - 08.2014
Bachelor of Science - Computer Science, Mathematics
San Francisco State University
01.2002 - 05.2025
Bachelor of Arts - History
University of Utah
09.1987 - 07.1994
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