Senior Technical Support Engineer
IBM
Total years of experience :16 years, 7 Months
Provide remote troubleshooting and analysis assistance for installation (or reinstallation), usage and configuration questions.
Provide answers for general usage and operation questions. Provide problem determination / problem source Identification.
Review diagnostic information to assist in isolation of a problem cause (which could include, assistance interpreting traces and dumps).
Identify known defects and fixes to resolve problems.
Provide assistance on supported product known defects for which available corrective service information and program fixes are available.
Identify suspected defects and engage development teams to assist in resolution.
Provide assistance with questions regarding product documentation related to the supported products.
Interpret online manuals regarding IBM code and application interfaces. Collaborate with other support centers and business units to provide seamless problem resolution.
Demonstrate proficiency in the hardware and software platform supported by maintaining applicable technical certifications.
Provide technical support service delivery within established guidelines; demonstrating soft skills and technical skills that contribute to client satisfaction.
Demonstrate excellent oral and written communication skills
• Participate in the conception and development of basic core modules and Interfaces of freenet.de main platform (the biggest portal website in Germany)
• Assist in optimizing the requirements and quality management within a team of 20+ members; designers, channel managers, project managers and Head of Department
• Optimize the conceptual approaches of the system architecture of the main platform to achieve project goals
• Direct interaction with clients; act as a Costumer Service Communicator and responding to clients requirements
• Working with Ticket System to meet client requirements and resolve any possible bugs/errors in a timely manner
• Provide support to all CMS CoreMedia potential problems and after-service responsibilities
• Designed and developed www.iPhone.de and www.freexmedia.de platforms.
• Creates result presentations to demonstrate to clients the end results
• In charge of developing and implementing projects (i.e. Hugo Boss AG, BMW Group, neueleben AG, Vattenfall AG and Hanrgrohe Group) in the field of Web Solutions
• Act as a Customer Service Communicator
• Support by presales CMS problems and after-service responsibilities
• Plan and develop personalized applications within Open Text Content Management System (CMS) and Delivery-Server controlled sites.
• Integrate new /existing systems
Activities
Support and development of HTML / CMS
Templating
Analysis and Planning
Design and Development
Development of extensions
Interface Adaptation
Security Concept
Development- environment
RedDot CMS 7.5, Windows Server, PHP, RedDot Live Server
Technical Support Consultant CMS 2nd Level
Support and development of online shops and CMS
Support project-oriented research with RedDot CMS system on the example of the project Nanoelektronicforschung PARACHUTE
Strengthening and further development of dialogue Perfect (CMS)
Visualization of flow data on cluster systems or parallel computers. This is a collaboration with the Institute for parallel computing in the sub-project A3 "balancing dynamic networks" of SFB 376th This is a simulation environment (PADF ²) for parallel finite element method.