Ralph Glasgow
Texas City,TX
Summary
Support Engineer 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.
Overview
10
10
years of professional experience
Work History
Premier Support Engineer
Motorola Solutions/Watchguard Video
01.2019 - Current
- Performed managerial tasks when manager was out of office
- Strongly advocate for the customer to resolve both technical and account issues
- Accurately document product issues and convey workarounds and fixes to customers
- Know and understand customer's IT infrastructure and make recommendations where appropriate to ensure healthy operations
- Ensure prompt and complete resolution of technical challenges and business issues, drive other teams as required and set customer expectations
- Maintain documentation of clients' technology environment and system configurations
- Proactively identify solutions and enhancements to ensure customer's long-term success
- Embraces opportunity/requirement to travel onsite and provide support/solutions.
- Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.
- Collaborated with cross-functional teams to resolve complex problems, ensuring seamless system operations.
- Increased client retention by building trust through excellent communication skills and timely issue resolution.
- Executed routine maintenance activities on systems infrastructure, preventing potential downtime scenarios while minimizing impact on customers'' daily operations.
- Coordinated with sales representatives to provide pre-sales technical assistance, helping secure new clients and grow business revenue streams.
- Developed strong relationships with key clients, acting as their primary point of contact for all technical concerns.
- Enhanced system performance for clients through proactive monitoring and troubleshooting of technical issues.
- Conducted regular training sessions for team members to improve overall support quality and efficiency.
Field Application Engineer
Enseo
04.2016 - 01.2019
- Manage technical side of multiple installations
- Configuration and deployment of switches, CMTS, access points, and Ruckus virtual controllers
- Troubleshoot and balance distribution issues
- Travel to hotels to provide additional training and troubleshooting.
Support Engineer
Strategic Support
04.2015
- Maintain and provision Digium Switchvox phone applications
- Improved resolution time be documenting common procedures and solutions
- On board new customers by addressing deficiencies within the network structure and proposing solutions
- Program and provision in-house SIP trucks and endpoints
- Packet capture and analysis
- Maintain customer's Virtual Machines and premises based servers
- General IT servicing: Manage Exchange/Domain Controllers
- Printers, computers, antivirus
- IT Risk Management for HIPPA Compliance
- SQL Migrations
- Configure and Managed Firewall (Sonicwall)
- Switch configuration for VLANs (Multiple manufactures).
Support/Installation Engineer
Embed Card Systems
01.2014 - 03.2015
- Installation and Maintenance of SQL Server/POS backend
- Proprietary support for Embed hardware and software, including project management for installations
- Provided manager training.
Client Services
Cinet
04.2013
- Provided manager training
- Provided technical support for an E-learning platform
- Managed legacy SQL server by creating and updating scripts used for reporting and correction of records.
Education
Bachelors Information Technology Practitioner (BIT) -
American Intercontinental University
Hoffman Estates, IL12.2013
Skills
- Excellent Communication
- Interpersonal Skills
- Interpersonal Communication
- Problem-Solving
- Cross-Functional Teamwork
- Team Leadership
Timeline
Premier Support Engineer
Motorola Solutions/Watchguard Video
01.2019 - Current
Field Application Engineer
Enseo
04.2016 - 01.2019
Support Engineer
Strategic Support
04.2015
Support/Installation Engineer
Embed Card Systems
01.2014 - 03.2015
Client Services
Cinet
04.2013
Bachelors Information Technology Practitioner (BIT) -
American Intercontinental University
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