Thomas Hughes
Framingham,MA
Summary
Dynamic Senior Software Support Engineer at CA Technologies - a division of Broadcom Inc. with a proven track record in expert troubleshooting and incident management. Enhanced customer satisfaction through effective issue resolution and streamlined processes, significantly reducing downtime. Adept at leveraging customer feedback to influence product design, showcasing strong customer support and technical skills.
Overview
21
21
years of professional experience
Work History
Senior Software Support Engineer
Broadcom
08.2008 - 05.2025
- Managed escalated cases with professionalism, prioritizing issue resolution while maintaining excellent customer service standards.
- Enhanced customer satisfaction by promptly addressing and resolving software-related concerns.
- Streamlined internal processes for quicker issue resolution, effectively reducing downtime for clients.
- Provided valuable input during product design stages by sharing insights gathered from customer feedback on desired features or improvements.
Network Administrator
Sensitech
10.2004 - 08.2008
- Installed, configured and supported local area network (LAN), wide area network (WAN) and Internet system.
- Performed day-to-day LAN and WAN administration, maintenance, and support.
- Identified and immediately resolved issues with network devices.
- Assisted IT staff on troubleshooting issues and closing calls.
Education
Associate of Science - Computer Science
Middlesex Community College
BedfordSolaris Certified Administrator - Solaris
Northeastern University
Boston, MA2 Year Certificate - Music Performance
Berklee College of Music
Boston, MASkills
- Expert troubleshooting
- Customer support
- Incident management
- Network protocols
Timeline
Senior Software Support Engineer
Broadcom
08.2008 - 05.2025
Network Administrator
Sensitech
10.2004 - 08.2008
Associate of Science - Computer Science
Middlesex Community College
Solaris Certified Administrator - Solaris
Northeastern University
2 Year Certificate - Music Performance
Berklee College of Music
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