Level 2 Support Engineer
Genetec
Total years of experience :6 years, 1 Months
• Resolved complex technical issues using advanced software tools, ensuring compliance with processes and timely customer support.
• Collaborated with R&D engineers and Technical Support specialists to improve Genetecs software solutions and support processes.
• Strengthened relationships with customers, enhancing satisfaction and loyalty through expert knowledge of Genetecs solutions.
• Created technical documentation and knowledge base articles, documenting field issues in Genetecs trouble ticket system and CRM tool for knowledge sharing and process optimization.
• Led analysis and resolution of complex technical issues, improving system reliability and user satisfaction.
• Played a key role in the software development lifecycle, identifying bugs and advocating for new features based on feedback, contributing to robust software updates.
• Fostered collaborative relationships with support specialists and engineers to ensure cohesive problem-solving and product improvement.
• Presented insightful case studies in team meetings, sharing field experiences with Genetec systems, informing strategic decisions and knowledge sharing.
• Enhanced technical support framework by authoring comprehensive documentation and knowledge base articles, improving customer self-service and support efficiency.
• Educated and guided Tier 1 support agents, enhancing their problem-solving skills and knowledge.
• Provided training to new support agents, ensuring they are well-equipped to deliver high-quality customer support.
Dmitry Karpovich - continuation
• Enhanced support efficiency by assisting in rapid resolution of access control cases, reducing average resolution time.
• Minimized escalations to the product group through proactive problem-solving and unified technical solutions.
• Fostered collaboration between support team and product groups, streamlining communication and operational strategies.
• Empowered support staff with comprehensive training and access to essential tools, improving service quality and staff confidence.
• Bridged documentation gaps, ensuring accurate and accessible product information, enhancing user satisfaction and reducing support queries.
• Served as the initial point of contact for IT support, providing Level 1, Level 2, and Level 3 assistance to both customers and internal staff, ensuring high levels of service and support.
• Led the setup and configuration of computer hardware and peripherals, including desktops, laptops, printers, phones, and tablets, enhancing operational efficiency.
• Diagnosed and resolved a wide range of PC hardware and software issues, offering timely and innovative solutions to minimize downtime.
• Performed hardware maintenance and replacements, ensuring optimal performance and reliability of IT equipment.
• Administered the installation and configuration of desktop software, maintaining system integrity and compliance with organizational standards.
• Managed IT asset inventory and access controls for employees, contributing to secure and organized IT operations.
• Spearheaded a critical network overhaul to address and rectify recurrent internet connectivity issues, including the complete replacement and configuration of network equipment, significantly improving office and warehouse internet reliability and performance.
• Configured and prepared laptops/PCs to meet specific client requirements, ensuring optimal performance and customization.
• Diagnosed and resolved hardware issues across a variety of laptop and PC models, enhancing system reliability and user satisfaction.
• Expertly troubleshooted software issues within Mac, Windows, and Linux environments, providing comprehensive support and maintenance.
• Managed inventory control processes and effectively marketed new inventory on the company website, as well as on online platforms such as Kijiji and eBay, contributing to efficient operations and sales enhancement.