Stephen Kwaddu
Middletown,DE
Summary
A results-driven Senior Technical Support Engineer with over 8 years of experience in customer success, technical troubleshooting, and IT operations management. Expertise in overseeing technical support teams, managing ticketing systems, automating workflows, and optimizing system performance to ensure maximum operational uptime. Proven track record of achieving exceptional customer satisfaction (95%+) and resolving 90% of technical issues within SLA targets. Adept at leading cross-functional teams, improving processes, and implementing technical solutions that reduce downtime and streamline support workflows. Strong communicator and team leader known for mentoring others, solving complex problems under pressure, and delivering solutions that drive business growth.
Experienced Senior Technical Support Engineer with a proven track record in system troubleshooting, quality assurance, and incident management. Possess strong knowledge of hardware configurations, software applications, and network systems. Known for analytical problem-solving skills and ability to work under pressure. Previous impact includes improved helpdesk response times, streamlined technical support processes, and enhanced customer satisfaction rates.
Overview
12
12
years of professional experience
Work History
Senior Technical Support Engineer
Siemens Healthineers
Newark, DE
01.2020 - Current
- Serve as the primary technical support contact for critical issues, resolving complex technical problems using tools like Cisco, AnyConnect, Teams, Webex, and QuickAssist
- Achieved a 95%+ customer satisfaction rating by resolving 90% of tickets within SLA timeframes, significantly reducing downtime
- Managed ticketing systems (SAP, Peak, ServiceNow), improving operational efficiency and documenting troubleshooting solutions to streamline future responses
- Conduct system audits to identify bottlenecks, propose system modifications, and optimize hardware/software performance, reducing lag time by 20%
- Collaborated with cross-functional teams to resolve complex escalations, reducing issue escalations by 30%
- Led a project to enhance knowledge base systems, creating over 50 comprehensive articles, which cut issue resolution times by 25%
- Automated key troubleshooting steps, saving the team 10 hours weekly and boosting team productivity by 15%
- Led cross-functional initiatives to develop remote troubleshooting protocols, increasing the first-call resolution rate by 25%
- Designed and implemented an automated ticket triage system that reduced ticket backlog by 20% within three months
- Mentored junior engineers, implementing a weekly training and feedback loop that enhanced team performance and improved customer outcomes
Business Analyst & Technical Support
WSFS Bank
Wilmington, DE
01.2018 - 01.2020
- Spearheaded business analysis projects, gathering user requirements to develop solutions that aligned technical operations with business needs
- Troubleshot technical issues for bank employees, resolving remote technical challenges using diagnostic tools and reducing downtime by 15%
- Developed a branch performance portal in Power BI, enabling managers to track KPIs and make data-driven decisions, which improved branch efficiency by 10%
- Installed, upgraded, and supported PCs, printers, and other hardware, ensuring optimal functionality across the organization’s IT infrastructure
- Generated Qlik-based data repository reports to assist in strategic decision-making, providing the sales team with insights to enhance revenue performance
- Automated reporting processes using Power BI, reducing manual report generation time by 50%
- Optimized technical support processes, achieving a 20% improvement in IT incident response times
- Led cross-departmental collaboration efforts to improve knowledge-sharing and reduce ticket resolution time
Database Developer
Dansko
West Grove, PA
01.2016 - 01.2018
- Developed and optimized database queries and stored procedures using SQL to improve system performance, cutting database response times by 25%
- Automated key database processes with SSIS jobs, reducing manual workloads by 40% and improving data accuracy across systems
- Led a successful migration project, updating reporting systems from SQL Server 2008 to modern servers, increasing efficiency and modernizing reporting architecture
- Created visually optimized reports using Visual Studio, enhancing data visualization and user decision-making
- Worked closely with managers to develop detailed project documentation, ensuring clear communication and successful project outcomes
- Developed automated email notification systems for new season inventory, reducing communication delays by 30%
- Led migration projects to modernize legacy systems, improving overall system efficiency and user experience
- Streamlined report generation, reducing manual processes and enhancing data delivery speed
Database Developer (Technician Scheduling System)
TeamADeveloper
Newark, DE
01.2015 - 01.2017
- Designed and developed stored procedures, views, and user-defined functions to enhance application performance and streamline data management
- Automated ETL processes using SSIS, reducing data validation and transformation times by 40%
- Created dynamic reports with drill-through and drill-down features to enhance data visibility for end-users
- Migrated DTS packages from SQL Server 2008 to SQL Server 2008R2, ensuring seamless transitions across environments
Database Developer (Online Order System)
TeamADeveloper
Newark, DE
01.2013 - 01.2015
- Led the planning and development of database structures, ensuring data consistency and reliability
- Tuned SQL queries for performance optimization, improving database response times by 25%
- Developed stored procedures, triggers, and user-defined functions to automate tasks and support business decisions
Education
Associate of Applied Science - Computer Engineering Technology
Delaware Technical & Community College
Newark, DE10.2024
Skills
- Technical Troubleshooting & Problem Solving
- Customer Success & Support Operations
- System Analysis & Optimization
- Process Automation & Workflow Improvement
- Ticketing Systems (ServiceNow, SAP, PEAK)
- Cross-functional Team Leadership
- Incident Management & Resolution
- Knowledge Base Development & Documentation
- SLA Management & Compliance
- Customer Relationship Management (CRM)
- Remote Support & ITIL Foundations
- Database Management & Data Integrity
- Continuous Improvement & Process Innovation
- Cloud Platforms: AWS, Azure, Google Cloud
- Compliance with HIPAA Standards
Technologyandtools
- Database Management: SQL Server, SSIS, Visual Studio, Power BI
- Ticketing Systems: ServiceNow, SAP, PEAK
- Remote Support: Cisco, AnyConnect, QuickAssist, Webex
- Cloud Platforms: AWS, Azure, Google Cloud
- Operating Systems: Linux, Windows
- Cybersecurity & Compliance: HIPAA, GDPR, ITIL
- Collaboration Tools: Microsoft Teams, Jira
Timeline
Senior Technical Support Engineer
Siemens Healthineers
01.2020 - Current
Business Analyst & Technical Support
WSFS Bank
01.2018 - 01.2020
Database Developer
Dansko
01.2016 - 01.2018
Database Developer (Technician Scheduling System)
TeamADeveloper
01.2015 - 01.2017
Database Developer (Online Order System)
TeamADeveloper
01.2013 - 01.2015
Associate of Applied Science - Computer Engineering Technology
Delaware Technical & Community College