Sr. Field Services Engineer Resume Washington, DC - Hire IT People

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Sr. Field Services Engineer

Directing customer interactions to install software & leading training to gain efficiencies.
Participating on monthly safety team meeting calls.
Working to understand customers’ needs in properly maintaining and monitoring their IT resources.
Championing and leading co - workers to be able to perform services by themselves.
Champion/Lead for training associates in Salesforce.com software.

Confidential, St. Louis, MO

Systems Administrator/IT Analyst

Engaged SCCM & 1E/Nomad systems to deploy software to desktops.
Enhanced imaging process to include diagnostic tools; this led to greater efficiencies in dispatching service calls to fix hardware-related failures.
Participated in construction of DR initiatives; and also led exercises to test catastrophic failure scenarios.
Constructed SharePoint Team Site for maximum efficiency in locating job-related information; developed documentation for various fixes.

Confidential

Maintenance Network Analyst

Employed knowledge of circuit design to effect circuit repair; used testing tools to diagnose network problems & pinpoint compromised network elements.
Escalated higher-level circuits such as fiber transport mechanisms to 2nd-level techs & Transport Engineers.
Acknowledged customer issues via Help Desk & referred troubles to 3rd-party LEC’s as necessary.

Confidential, St. Louis, MO

Systems Engineer

Utilized knowledge of various software programs including Visio to document network structures allowing for a minimum of 30% time saved identifying root causes of network issues.
Instituted & programmed NOC monitoring utilities to proactively identify network issues before they became major catastrophic events.
Load-balanced various OS’s amongst separate physical hosts on VMware systems; installed Microsoft Server 2008 R2 as virtual machine as well as SQL Server 2008 R2; successfully migrated SQL databases from older structures.
Built & tested various systems in lab environment before installing in customer networks.

Confidential, Little Rock, AR

Telecommunications Analyst

Realized significant infrastructure cost-savings by migrating in-house call center reps to at-home agents.
Diagnosed major system problems including call center agents losing call-control; escalated issues to vendor as necessary.

Confidential, Little Rock, AR

Network Analyst I

Cleared up database systems & structures to allow for more efficient provisioning & quicker troubleshooting; allowed for 50% reduction in time to provision circuits & 25% reduction in support calls; reduced MTTR for calls approximately 3 min.
Knowledge sharing through internal Wiki allowed for identification of root causes of problems. Identification of base problems & systems issues reduced to < 5 min from an average of 15 min.
Analyzed systems to identify structures that were constantly & consistently causing performance issues; allowed upper-level NOC techs to have complete documentation to modify systems before major troubles arose.

Confidential , Little Rock, AR

Telecommunications Technician II/Telecommunications Systems Analyst

Developed work-around solutions for advanced communications enabling departments to increase efficiencies by over 30%.
Monitored Trunk Report data to ensure Telecom facilities infrastructure matched needs; ensured no call-blocking for both inbound & outbound calls; used vendor utilities to monitor networks in real-time.
Tasked with vendor billing & ordering; instituted processes & procedures for ordering mobile devices; standardized platforms & devices; engaged IT in provisioning & turn-up processes.
Authorized Purchase Requisitioner in SAP system; dealt with $1 Million+ budgets.
Utilized vendor platforms to establish procedures for Disaster Recovery (DR) scenarios.

TECHNICAL SKILLSETS