Christopher Katsis
Technical Support Engineer
Riverside
Summary
Dynamic Technical Support Engineer with a proven track record at IBM, excelling in troubleshooting and customer engagement. Enhanced service quality through effective documentation management and implemented a ticketing system, improving issue resolution. Skilled in SQL development and fostering team collaboration, driving continuous improvement in support processes.
Overview
7
7
years of professional experience
2
2
Certifications
Work History
Technical Support Engineer
IBM
10.2021 - Current
- Provided technical support for complex software issues, enhancing user satisfaction through effective troubleshooting and solutions.
- Collaborated with cross-functional teams to streamline support processes, significantly reducing response times and improving service quality.
- Developed and maintained documentation for technical procedures, ensuring consistent knowledge transfer and improved team efficiency.
- Implemented a ticketing system to track customer inquiries, resulting in improved issue resolution and customer engagement.
SQL Developer
CMMS Data Group
09.2020 - 09.2021
- Developed and optimized complex SQL queries to enhance data retrieval efficiency, improving report generation timelines.
- Collaborated with cross-functional teams to design and implement database solutions, streamlining data management processes.
- Conducted data analysis and validation to ensure accuracy and integrity, supporting informed decision-making across departments.
- Mentored junior developers on best practices in SQL development, fostering a culture of continuous improvement and knowledge sharing.
Technical Support Representative
CMMS Data Group
09.2018 - 09.2020
- Provided technical assistance to clients, resolving complex issues efficiently and enhancing overall customer satisfaction.
- Utilized remote support tools to diagnose and troubleshoot software problems, ensuring prompt resolution of client inquiries.
- Documented technical procedures and solutions in the knowledge base, improving team efficiency and reducing resolution times.
- Conducted training sessions for new staff on software functionalities, fostering a knowledgeable and competent support team.
Education
Bachelor of Science - Information And Decision Sciences
University of Illinois At Chicago
Chicago, IL05-2018
Skills
Technical support
Troubleshooting
Customer engagement
Documentation management
SQL development
Software documentation
Remote support tools
Data analysis
Ticketing systems
Certification
Business Analytics Fundamentals with Excel
Timeline
Technical Support Engineer
IBM
10.2021 - Current
SQL Developer
CMMS Data Group
09.2020 - 09.2021
Technical Support Representative
CMMS Data Group
09.2018 - 09.2020
Bachelor of Science - Information And Decision Sciences
University of Illinois At Chicago