Rebecca Cary
JAMESVILLE,NY
Summary
Technical support professional with robust background in resolving technical issues and enhancing user satisfaction. Known for effective troubleshooting and problem-solving skills, consistently ensuring smooth system functionality. Highly collaborative team member focused on achieving results and adapting to evolving needs, with strong communication and technical skills.
Overview
13
13
years of professional experience
Work History
DCIM Technical Support Engineer II
Schneider Electric
Remote
04.2024 - 09.2025
- Delivered remote technical support for DCIM Secure Power products through chat, email, and phone.
- Collaborated with customers and L1 support to resolve technical issues.
- Kept knowledge current on EcoStruxure products, including Data Center Expert and IT Asset Advisor.
- Enhanced customer satisfaction and operational efficiency by supporting the NetBotz product line.
- Resolved technical issues effectively, improving customer experiences.
- Provided expert guidance on EcoStruxure product features.
- Assisted in training L1 support to boost resolution efficiency.
Subject Matter Expert
Schneider Electric
Remote
06.2022 - 04.2024
- Served as go-to expert for resolving technical challenges, enabling smoother project progression.
- Conducted training sessions for staff on best practices in energy efficiency and sustainability initiatives.
- Enhanced client relationships by delivering tailored advice and demonstrating in-depth product knowledge.
- Fostered positive relationships with staff and management.
- Delivered technical support for APC power products.
- Enhanced team performance through one-on-one support for team members and managers.
- Identified customer needs to improve service delivery.
Technical Support Engineer
Schneider Electric South Kingstown
Remote
03.2013 - 06.2022
- Managed ticketing system to improve tracking and resolution of support requests.
- Communicated technical information effectively to non-technical audiences.
- Responded quickly to customer inquiries through various platforms.
- Followed up on issues to enhance customer satisfaction and retention.
- Coordinated with engineering teams to provide feedback on customer-reported defects.
- Enhanced customer retention through effective follow-up strategies.
- Collaborated with teams to resolve defects, reducing response times.
Education
Bachelor Of Science - Information Technology
Pennslvania College of Technology
Williamsport, PA12.2012
Skills
- Technical troubleshooting Expert
- Customer service Expert
- Customer relationship management Expert
- Technical support Expert
- Analytical thinking Expert
- Training and development Expert
- Technical support
- Technical troubleshooting
- Problem-solving
- Application support
- System troubleshooting
- Customer support
- Software installation
- Customer relationship management
- Technical expertise
Timeline
DCIM Technical Support Engineer II
Schneider Electric
04.2024 - 09.2025
Subject Matter Expert
Schneider Electric
06.2022 - 04.2024
Technical Support Engineer
Schneider Electric South Kingstown
03.2013 - 06.2022
Bachelor Of Science - Information Technology
Pennslvania College of Technology