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Senior Systems Engineer Resume

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Washington, DC

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SUMMARY:

Hard - working customer service oriented professional seeking to use recently acquired Microsoft training in a Help Desk or Technical Support role. My dedication and determination will be an asset to any company and team.

TECHNICAL PROFILE:

Technical support: training includes troubleshooting and repair of networks, hardware and software. Expertise in Windows-based network servers utilizing Windows Server 2003 and Windows Vista.

Hardware: Workstation builds, Support of Servers, Hubs, Switches, Routers, Local and Networked Printers, Cat5 Cabling

Operating Systems: Windows XP/Vista, Server 2003

Networking: LAN/WAN, TCP/IP, Active Directory, Group Policy, DNS, DHCP, VPN, RRAS

Security: Firewall and Proxy Server configuration, Antivirus applications, Disaster Recovery and Remote Management, Fault Tolerance tools, Network Hardening, ISA Server configuration

PROFESSIONAL EXPERIENCE:

Senior Systems Engineer

Confidential, Washington, DC

Responsibilities:

  • Helped teach and train other technicians
  • Helped troubleshoot complex issues until resolution
  • Worked on creating and refining SOPs
  • Make onsite visits for hardware related issues that could not be handled remotely
  • Worked with client CEO, VP’s personally to form future technical goals and to clear up any long standing issues
  • Worked with Onboarding new clients
  • Extensive work in Office 365 with E1, E3, and E5 licenses and all apps that go with them

Technical Team Lead

Confidential, Sterling, VA

Responsibilities:

  • Helped teach and train tier 1 and 2 technicians
  • Helped troubleshoot complex issues until resolution
  • Ran daily management reports - i.e. call times, cases closed, call reviews
  • Managed call and case queues
  • Worked with client CEO, VP’s when issues arrised and helped resolve them swiftly

Tier 2 Help Desk Technician

Confidential, Sterling, VA

Responsibilities:

  • Resolved complex issues that were escalated from Tier 1
  • Created and edited Group policy’s that handled software installs, updates, and other GPO functions
  • Imaging and reimaging machine in house and remotely via Altiris through PXY booting
  • Managed a case load over 20 cases a day
  • Managed split domains and SaaS enviroments
  • Created and terminated users on a daily basis
  • Extensive work in Broadsoft for VOIP phones

Tier 1 Help Desk Technician

Confidential, Fairfax, VA

Responsibilities:

  • Assisted users with a variety of issues; connecting outlook, removing spyware, updating machines, etc
  • Managing servers; connection issues, updates, etc
  • Extensive work in split forests and with multiple domains
  • SaaS trained
  • Consistently make goals for close on first call, and calls taken

Certified Front of House Trainer/Server

Confidential, Manassas, VA

Responsibilities:

  • Train new employees on expectations, rules and regulations of serving.
  • Responsible for personal electronic "bank" which tracks all financial transactions each day.
  • Generates $1000-$1400 in sales each day.
  • Consistently exceed sales goals by effectively managing sections and multi-tasking.
  • Thorough knowledge of restaurant systems and procedures.
  • Frequently assist colleagues during rush periods to foster teamwork while providing exceptional service and guest dining experience.

Installer

Confidential, Manassas, VA

Responsibilities:

  • Checked all building materials before heading to installation site.
  • Tore out homeowners old closet installation.
  • Built and installed new closet and get customers final approval.
  • Collected payment from customers to be turned into the office the next day.

Server

Confidential, Woodbridge, VA

Responsibilities:

  • Provided outstanding customer service with minimal error rate ensuring satisfaction to all patrons.
  • Multi-tasked various customer orders and requests.
  • Assisted with opening and closing responsibilities above and beyond what was required.

Kitchen Manager/Cook

Confidential, Lakeridge, VA

Responsibilities:

  • Trained and managed entire kitchen staff.
  • Ordered and stocked supplies for entire restaurant on a monthly basis.
  • Started as a cook and within a month was promoted to Kitchen Manager.

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