Timothy Campbell
Lancaster,MA
Summary
Results-oriented Software 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
20
20
years of professional experience
Work History
Senior Software Support Engineer
IBM
10.2000 - 07.2020
- Worked as part of Lotus Software team within IBM from 2000-2012
- Was part of Notes Client and Mail Routing team working directly with QA and development teams to troubleshoot, test and resolve customer issues.
- Managed escalated cases with professionalism, prioritizing issue resolution while maintaining excellent customer service standards.
- Collaborated with cross-functional teams to identify and resolve critical software bugs, improving overall product performance.
- Improved software usability by providing expert technical support and troubleshooting for complex issues.
- Installed and maintained hardware and computer peripherals to store tangible components.
- Installed and configured operating systems and applications.
- Upgraded operating systems and computer software to perform compatibility with programs.
- Configured and tested new software and hardware.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Collaborated with outside departments to implement system-wide improvements.
- Developed comprehensive documentation of technical procedures and guidelines for efficient knowledge transfer among team members.
- Conducted regular reviews of case logs to identify trends and recurring issues, recommending improvements accordingly.
- Communicated with clients to verify roots and causes of computer problems.
- Provided valuable input during product design stages by sharing insights gathered from customer feedback on desired features or improvements.
- Implemented technical solutions to solve customer issues and increase satisfaction.
Education
Bachelor's degree - Information Technology
Northeastern University
Boston, MASkills
- Java (5 years)
- Content management systems (7 years)
- DB2 (7 years)
- Oracle (5 years)
- WebSphere (7 years)
- Weblogic (3 years)
- FileNet (7 years)
- Content management (7 years)
- Microsoft Office (10 years)
- Software testing (10 years)
- IT support (10 years)
- HTML5 (3 years)
- NET (7 years)
- Windows (10 years)
- Web Services
- JavaScript
- VMWare (10 years)
- Databases (7 years)
- Technical writing (10 years)
- Salesforce (5 years)
- Linux (5 years)
- Desktop support (10 years)
- System administration (10 years)
- IT (10 years)
- Issue and Resolution Tracking
- Customer Support
- Technical Writing
Timeline
Senior Software Support Engineer
IBM
10.2000 - 07.2020
Bachelor's degree - Information Technology
Northeastern University
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