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Tech Support Engineer Resume

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Cambridge, MA

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SUMMARY

  • An IT Support Specialist wif a background in hardware and networking and exceptional software noledge.
  • Excellent at diagnosing problems via phone, email, and remote desktop, while still maintaining a personable approach.
  • Looking for position as a Tier II specialist.

TECHNICAL SKILLS

  • Motherboards & CPU's
  • NIC
  • Modems - PCMCIA Cards
  • Printers & Scanners -Sound & Video Cards -Hubs & Routers
  • MS-DOS
  • Windows: 95, 98, ME,NT, 2000, XP, 7
  • Mac OS 7, 8, 9, X
  • Linux
  • Redhat 9
  • PC Doctor
  • Performance
  • Manager Partition
  • Magic Sys
  • Commander Ghost
  • Microsoft Office2010 (Outlook,Word, Excel, Access,Power Point)
  • Gold Mine 6 -Address Grabber
  • McAfee & Norton
  • SAVI
  • VPN
  • Lotus Notes 5 -Heat Call Tracking

PROFESSIONAL EXPERIENCE

TECH SUPPORT ENGINEER

Confidential, CAMBRIDGE, MA

Responsibilities:

  • Provided Tier II support to Federal Motor Carrier Safety Administration users on a state and federal level.
  • Troubleshot and resolved software and hardware problems through e - mail, phone calls, and on­site.
  • Received a Quality Award on performance reviews in 2017, wif top marks in teamwork, customer service, communication skills, and technical problem-solving.
  • Worked wif infrastructure and development team to test software updates, patches, releases and documented problems dat arose.
  • Provided support for remote users wif VPN, AAMVANET, dialup, CDMA air card and Wi-Fi connectivity problems.
  • Provided support and training for proprietary DOT apps:

web applications: Portal, MCMIS, A&me, SAFER, EMIS, L&me, Query Central, DataQ, EDMS. local applications: CAPRI, CAT, CaseRite, Aspen, Sentri, UFA, ProVU, SafetyNet, GUARD

HELP DESK ANALYST

Confidential

Responsibilities:

  • Provided telephone and email support, including 24/7 support, to Federal Motor Carrier Safety Administration users.
  • Configured laptop computers, printers, and scanners, and replaced & re-imaged hard drives
  • Ensured dat problems are tracked, logged and resolved efficiently. Respond to the users calls in compliance wif service level agreements (SLA).
  • Trained users and new hires to use applications.
  • Tested, analyzed and prepared new beta versions of proprietary software to be released to users.

SYSTEM ADMINISTRATOR/DESKTOP SPECIALIST

Confidential - LYNNFIELD, MA

Responsibilities:

  • Performed halp desk/desktop support to diagnose and troubleshoot networking, security and business COTS applications for over 100 users.
  • Provided service to maintain, troubleshoot and repair computer systems and peripherals.
  • Installed new software releases, system upgrades, service packs and resolved software related problems.
  • Used Active Directory to set up user and email accounts in the domain, set disk quotas for users, and enabled remote access for corporate applications.
  • Used PBX to manage phone extensions and voice mail for users.
  • Provided training for home users regarding specialized applications.
  • Supported network domain services by performing weekly backups and monitoring system logs.
  • Applied ongoing software and firmware patches and upgrades for workstations.
  • Maintained inventory and ordered new hardware devices and software licenses to ensure customers compliance wif legal requirements.

TECHNICAL SUPPORT REPRESENTATIVE

Confidential — CAMBRIDGE, MA

Responsibilities:

  • Provided technical support for managers and employees, regarding daily issues of printers, LAN/WAN network connectivity problems, daily backups and configuration maintenance in­house systems.
  • Provided technical support to customers in store and resolved connectivity problems associated wif modems, network cards, browsers and operating systems.
  • Kept current wif the new software and growing technologies in order provide timely support on all customer computing platforms.

SERVICE TECHNICIAN

Confidential — CAMBRIDGE, MA

Responsibilities:

  • Worked wif clients both in-store and on-site to install, troubleshoot, and repair technical problems for computer systems, including laptops, desktops, printers, modems, and monitors.
  • Performed internal hardware and software installations, upgrades, and configured systems in a wide variety of systems: Apple, Sony, HP, Compaq, IBM, and Toshiba.
  • Installed and configured software on PC/MAC and setup networks.
  • Promoted from Entry-Level Technician to a Senior Technician

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