Response Engineer II Resume

SUMMARY

Solutions - driven professional with 20+ years’ experience providing rapid and client-focused technical support. Demonstrated capacity to identify root causes and direct users to lasting resolutions. Adept at articulating complex technical concepts to users of varying technical understanding. Well versed in a variety of common operating systems, applications, and hardware with a proven ability to master new tools and technologies quickly. Outstanding interpersonal strengths illustrated by multiple service awards

AREAS OF EXPERTISE

T Root Cause Analysis System Implementation Rapid Ticket Response Times Detailed Documentation roubleshooting and Issue Resolution
End-User Training and Support
Scheduled and Ad Hoc Maintenance
Client Relationship Management

TECHNICAL PROFICIENCIES

Platforms Windows Server 2008, 2012 and 2016, Windows 7/8/10, Mac OS, iOS Android, Citrix and VMware, Azure
Hardware Dell / HP / Lenovo Desktops and notebooks, iPads, iMac, Android Tablets, Printers, Scanners, Digital Projectors
Applications Microsoft Office 2010, 2013 and 2016, Microsoft Outlook, Microsoft Exchange and O365

PROFESSIONAL EXPERIENCE

Response Engineer II

Confidential, Kittery, ME

Responsibilities:

Provided technical support for 50 plus companies with over 20,000 users worldwide
Responded to user service requests and calls expediently resolved trouble tickets to maximize system uptime
Deployed new workstations, notebooks and printers, installing operating systems, applications, drivers and configuring network properties and hardware.
Tech Lead for two major customers. Served as content expert and held bi-weekly meetings with management.
Displayed courtesy and strong interpersonal skills with all customer interactions
Built and maintained successful relationships with service providers, dealers and consumers
Escalation point for issues not resolved by level I
Trained new internal staff on procedures, protocols clearly and efficiently
Developed and maintained documentation for common process for both support staff and end users
Consistently rated by management as leading performer and Excellent yearly job performance reviews
Awarded Managed Services Employee of the Year - 2011

Independent Contractor

Confidential

Responsibilities:

Provided technical support to companies in the Detroit Metro Area
Configured and installed Servers, desktops, notebooks, printers, firewall/routers and switches
Replaced system boards, servers, loaded and tested software applications
Imaged and deployed computers using Norton Ghost and Confidential True Image
Responded to all customer communication in an efficient manner by phone, email and in person contact

Systems Administrator

Confidential, Troy, MI

Responsibilities:

Designed and delivered mission critical infrastructure to ensure the highest quality availability, performance and security
Maintained departmental needs and made suggestions regarding technical direction
Collected, analyzed and reported program metrics, including product technical performance measures and key performance parameters
Provided technical support to 500+ users in multiple locations
Purchased, imaged and deployed new hardware to end users
Project Manager for Major Merger with Confidential which included migrating systems, equipment, processes and trained new users
Trained departmental staff in the use of company systems and applications, providing ongoing support.
Installed applications and coordinated all hardware / software upgrades.
Awarded Gold Standard Award of Excellence - 2001

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