Atsushi Kubota
Shiki
Summary
Support Engineer with proven to troubleshoot and resolve IT product issues. Demonstrated strong product knowledge to quickly identify and correct problems. Resourceful with focus on prioritizing wide range of tasks while delivering quality support. Poised and professional in stressful and high-pressure situations.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Product Support Engineer-Tier2
LiveU Japan
03.2024 - Current
- My role is to support customers with IT products/services for live video production equipment powered by Linux systems or Ubuntu
- Resolve complex product issues and investigate the logs from products and servers to identify the root cause
- Conduct pre-shipment testing of IT products so it is ready to use for customers
- Answers all customer inquiries for IT product issues and any related questions
- Use the Zendesk system to manage tickets and maintain adequate documentation
- Prepare and configure Ubuntu servers for customers
- Assist in debugging requests from R&D
- Visit customers to install a server and troubleshoot any issues on the spot.
Lan Technology support engineer-Tier3
Cisco Systems Inc
09.2022 - 03.2024
- My role is to support Cisco switching products of any technical issues or other ad hoc inquiries from corporate clients
- Achievement: Manage 20 or more tickets simultaneously within a high-pressure environment
- Awarded a Star Performer for November 2023
- Level 3 Cisco switching technical support
- Coding check
- Troubleshoot complex switching issues
- Analyze packet capture
- Customer support via email and phone
- Utilize Salesforce platforms to access the internal database.
IT support engineer-Tier2
MSD Japan at Menuma Plant
11.2021 - 07.2022
- My primary role was to support English/Japanese-speaking clients of IT-related issues ranging from PCs, smartphones, and printers to networks and servers
- Achievement: Outstanding appraisal survey results from users with 100% customer satisfaction
- Level 2 PC/Printer software/hardware support via face-to-face settings
- Supporting Microsoft 365 including SharePoint
- SAP tool troubleshooting
- Server room maintenance/Infrastructure support
- ServiceNow for ticket management
- Laptop and associated peripherals troubleshooting
- Switch upgrade maintenance
- PC configurations and installation assistance
- IT equipment management
- Cisco video conference troubleshooting.
Professional Development
03.2021 - 09.2021
Handson Cisco networking course at Tokyo Metropolitan Vocational Skills Development Center
Office Admin/ Laboratory Assistant
BML Inc
01.2015 - 12.2020
- Initially worked as a laboratory technician in the clinical trial section to test blood samples for a few years and then I was transferred to the general office administration department
- Achievement: Constructed a database with MS Access to make asset management tasks less time-consuming and this has led me to receive the Kaizen award in the firm
- Asset management utilizing MS Access.
NOC operator
NTT Communication Solution and Engineering
03.2014 - 09.2014
- Monitored internet outages for companies or groups that are situated outside of Japan and reported outages for them via email according to each service level agreement
- Achievement: Established working relationships with coworkers from different companies
- Dispatch overseas engineers when necessary
- Ping monitoring and Telnet to routers/switches for troubleshooting
- Notify customers of internet outages.
Patent researcher
Furyu Corporation
06.2008 - 03.2009
- My role was to research competitors’ patents from Japanese patent database that is closely related to in-house technology so as to reduce potential litigation risks
- Achievement: Reduced potential litigation risks by researching competitors’ patents
- Japanese Patent Search System.
Information system auditor
Deloitte Touche Tohmatsu
02.2007 - 02.2008
- Reviewed client information technology (IT) operating procedures and systems of internal control
- Designed and performed tests of IT and business process
- Achievement: Established customer relationships with clients from high-profile companies
- IT system audit to assess Internal control effectiveness
- Observe IT system backup procedure.
Education
Bachelor - Health Studies
Queensland University of Technology (AUSTRALIA)
Brisbane11.2013
Bachelor - Business
Southern Cross University (AUSTRALIA)
Lismore11.2006
Skills
- Software Installation
- Product Testing
- Hardware support
- Network Administration
Certification
- TOEIC, 895, 09/2021
- CCNA, 09/2021
- MTA Security Fundamental, 01/2016
- Japanese full driver's license
Languages
Japanese
Native language
English
Proficient
C2
Timeline
Product Support Engineer-Tier2
LiveU Japan
03.2024 - Current
Lan Technology support engineer-Tier3
Cisco Systems Inc
09.2022 - 03.2024
IT support engineer-Tier2
MSD Japan at Menuma Plant
11.2021 - 07.2022
Professional Development
03.2021 - 09.2021
Office Admin/ Laboratory Assistant
BML Inc
01.2015 - 12.2020
NOC operator
NTT Communication Solution and Engineering
03.2014 - 09.2014
Patent researcher
Furyu Corporation
06.2008 - 03.2009
Information system auditor
Deloitte Touche Tohmatsu
02.2007 - 02.2008
Bachelor - Health Studies
Queensland University of Technology (AUSTRALIA)
Bachelor - Business
Southern Cross University (AUSTRALIA)
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