Position: Senior Technical Support Engineer
Category: Support
Experience: 4 years | English: fluent

Built out support teams and framework from the ground up
I successfully built and scaled a support team from 5 to 20 members in 12 months. I implemented a new framework for issue resolution that integrated AI into log analysis, which resulted in a 20% reduction in the average resolution time. I also implemented a system for retaining resolved tickets, which has helped the team to resolve issues more quickly and efficiently in the future.

Implemented ideas that can help support teams resolve issues faster and efficient with the integration of AI in log analysis
I implemented a new system for log analysis that uses AI to identify and prioritize issues. This system has helped the support team to resolve issues 20% faster than before. I also implemented a new training program for new support team members that teaches them how to use the new system.

Implemented a system for retain resolved tickets so the team can reference for future occurrences and as well as onboarding new members to to the team
I implemented a new system for retaining resolved tickets. This system allows the support team to quickly and easily find information about previous issues, which has helped them to resolve issues more quickly and efficiently. I also implemented a new onboarding program for new support team members. This program teaches new members about the company's products and services, as well as the support team's procedures and policies.
Projects and tasks
I have completed a wide range of projects and tasks as a senior tech support engineer, including:

Diagnosing and troubleshooting software and hardware problems

Installing and configuring software and hardware

Providing training and support to customers

Writing and maintaining documentation

Escalating unresolved issues to the appropriate team

Technologies

I have used a wide range of technologies in my role as a senior tech support engineer, including:

Windows
Linux
macOS
Microsoft Office Suite
Google Suite
Salesforce
Jira
Confluence
Azure DevOps
AWS
GCP
Kubernetes
Python 
Terraform
Docker

Current role in the team

I am currently the lead tech support engineer on my team. I am responsible for managing the team's workload, assigning tasks, and providing technical support to my team members. I am also responsible for mentoring and developing junior tech support engineers.

What I want to improve
I am always looking for ways to improve my skills and knowledge. I am particularly interested in learning more about cloud computing and artificial intelligence. I believe that these technologies will have a significant impact on the future of tech support, and I want to be prepared to meet the challenges of this new era.

I am also interested in developing my leadership skills. I believe that I have the potential to be a great leader, and I want to learn how to bring out the best in my team members.

I am confident that I can continue to grow and develop in my role as a senior tech support engineer. I am passionate about providing excellent customer service, and I am committed to helping my team succeed.

I hope this answers your question!