Curtis Sulzbach
Ventura,CA
Summary
Sr. Technical Support Engineer with over 14 years of experience troubleshooting complex technical issues and managing critical service escalations. Combining technical expertise with exceptional communication abilities, I collaborate with both internal and external engineering teams to identify emerging trends, root causes, and swiftly resolve issues. My experience handling service outages impacting thousands of users has honed my ability to navigate high-pressure situations and deliver clear, concise communication during critical incidents, ensuring both operational stability and customer satisfaction.
Overview
19
19
years of professional experience
Work History
Sr. Technical Support Engineer
Sonos
07.2010 - Current
- Investigate complex issues or bugs reported by customers and working with internal and external teams to replicate and determine the issues' root cause
- Documenting and communicating emerging trends or service issues impacting customers
- Writing technical documentation for internal knowledge bases used by multiple teams
- Training and mentoring junior members of the team to address gaps in knowledge
- Responding and managing communications during service outages while on call
- Managing projects to improve the tools and training used by the Escalation team
Sr. Technician Supervisor
FRY'S ELECTRONICS
06.2006 - 07.2010
- Provided comprehensive IT and network support for both customers and internal store operations
- Led and mentored junior technicians, offering guidance, training, and support to foster their professional growth and improve team performance
- Planned, coordinated, and successfully implemented a store-wide upgrade of all point-of-sale computers, ensuring minimal disruption and improved system performance
Education
Technology Development Center - IT helpdesk and networking
Technology Development Center
Ventura, CA01.2006
Skills
- CompTIA A certification
- CompTIA Security certification
- Analytical skills
- Problem-solving skills
- Incident management
- Communication skills
- IT systems knowledge
- Networking knowledge
- Hardware knowledge
- Software knowledge
- Troubleshooting methodologies
- Autonomous work
- Independent work
Timeline
Sr. Technical Support Engineer
Sonos
07.2010 - Current
Sr. Technician Supervisor
FRY'S ELECTRONICS
06.2006 - 07.2010
Technology Development Center - IT helpdesk and networking
Technology Development Center
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