Technical Support Engineer Resume - Andrew Kim

Professional resume for Technical Support Engineer specializing in cloud infrastructure.

Andrew Kim

+1 (555) 345-6789 andrew.kim@email.com 5years Birth Date: 1993-09-28 male

Job Intention

Desired Position Technical Support Engineer (Cloud Infrastructure)
Expected Salary $110,000 - $140,000
City Seattle, WA

Self Evaluation

Customer-focused technical support engineer with 5 years of experience troubleshooting complex cloud infrastructure issues. Expert in AWS/Azure services, Linux systems, and networking. Resolved 500+ Tier 3 escalations maintaining 95% CSAT. Strong debugging skills with ability to reproduce and isolate root causes. Mentored junior engineers on troubleshooting methodologies.

Work Experience

Cloud Services Provider
2021-06
Department: Customer Support
Senior Technical Support Engineer
Provide Tier 3 support for enterprise customers running mission-critical workloads on AWS. Troubleshoot EC2, VPC, RDS, Lambda, and Kubernetes issues. Collaborate with engineering on bug fixes and feature requests. Reduced average resolution time by 35% through knowledge base articles and automation. Achieved 96% customer satisfaction rating.
Hosting Company
2019-07 - 2021-05
Department: Support
Technical Support Engineer
Supported managed hosting environment for SMB customers. Diagnosed server performance, database, and application issues. Escalated complex bugs to development team with detailed reproduction steps. Maintained SLA compliance resolving 90% of tickets within 24 hours.
Technology Firm
2017-08 - 2019-06
Department: IT
IT Support Specialist
Provided desktop and network support for 200-employee company. Managed Active Directory, Office 365, and VPN access. Supported video conferencing and collaboration tools. Documented IT procedures and user guides.

Project Experience

Knowledge Base Expansion Initiative
2023-03 - 2023-09
Technical Lead

Created comprehensive troubleshooting documentation and runbook library for common cloud issues.

Responsibility Content creation, article review, search optimization, usage analytics, continuous improvement.
Achievement Reduced ticket volume by 40%. Deflected 200+ monthly cases through self-service content.
Support Automation Tools Development
2022-06 - 2022-12
Automation Engineer

Developed Python scripts automating log collection and analysis for common failure scenarios.

Responsibility Requirements gathering, script development, testing, deployment, training.
Achievement Automated 60% of routine diagnostics. Saved 15 hours per week per engineer.

Education

University of Washington
2013-09 - 2017-05
Bachelor of Science , Computer Science
GPA: 3.5/4.0.

Skills

AWS/Azure Cloud Services Linux/Unix System Administration Networking (TCP/IP, DNS, HTTP) Kubernetes & Docker Scripting (Python, Bash) Troubleshooting & Debugging

Certificates

2023-05
AWS certification
2022-08
Linux certification
2021-11
Kubernetes certification

Highlights

  • ATS-friendly layout to pass screening
  • Polished design that stands out
  • Fully editable content with AI writing help
  • One-click PDF export, ready to apply
  • Shareable link for online applications

Template Info

RegionUS
Categorysales
Export formatPDF / Link
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