Computer Accosiates

Technical Support Engineer

Technical Support Engineer
Dates Employed2005 – 2006
Employment Duration1 yr
- Taking ownership of technical customer requests and providing support for a product or product line using telephone and web-based solutions.
- Researching and resolving all functionality and usability related issues; identifying and directing complex or high impact issues to senior staff for resolution.
- Managing own time to appropriately to prioritize assigned workload and backlog, escalate issues to next level according to product line procedures.
- Performing troubleshooting steps to recreate minor customer issues on approved test systems.
- Understanding and accurately documenting complex product questions; determining the appropriate process to progress the issue to resolution.
- Maintaining knowledge of support policies, procedures and systems; determining appropriate actions in line with Technical Support Handbook guidelines.
- Using the appropriate call tracking and other CA technical support systems to identify fixes, investigate customer problems, answer common questions, check entitlement, keep issues up to date and correctly documented
- Enhancing a positive customer experience by:
o Updating existing knowledge documentation and creating quality knowledge base documents.
o Promoting the use of customer self-support tools provided by CA, by demonstrating functionality and effectiveness to customers.
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Testimonials from Computer Associates colleges

Bernadette Pitt
Mike's extensive range of skills and flexibility were extremely valuable in the Special Projects Team and as a Sales Accounting Coordinator at CA Technologies. He takes on what is asked of him, learns quickly and then is very generous in training and sharing his expertise with colleagues. His positive attitude attitude is infectious so along with his general interests and hobbies Mike is an extremely dependable and fun person to have in the team.