Level III Customer Support Engineer Resume

SUMMARY

A millennial tech - savvy with 6 years of experience who is well versed in the field of Networking (LAN and WAN), Cloud Computing, Unified Communications and Computer Hardware. A team player who is focused on providing the best technology so that end users increase productivity and organization achieve its goals.
Specialized on maintaining and troubleshooting physical/ cloud server environment such as Windows Server, AWS, Google Cloud Platform, Hyper-V, VMWare, and SCCM platforms. Implement firewall policy, group policy (GPO), virtual private network (VPN), Active Directory, PowerShell scripting, LAN & WAN network configurations.

TECHNICAL SKILLS

Deep understand of virtualized and physical environments such as Windows Server, AWS, Google Cloud, Hyper-V, VMWare, and SCCM platforms.
Good knowledge and understanding of the network infrastructure and protocols such as TCP/IP, HTTP, IPv4, SNMP, SSH, Routing Protocols/ Configurations
Strong knowledge of Firewall routing, set up CISCO switches, and routers
Desktop (PCs, Laptops and peripherals) hands-on experience for both hardware and software
Helps install local area network cabling systems and equipment such as network interface cards, switches, and routers.
Prepared and maintained documentation of technologies, standards, and procedures.
Quick learner, team player, attention to details, and highly motivated
Fluent in two languages: Spanish and English

PROFESSIONAL EXPERIENCE

Confidential

Level III Customer Support Engineer- Miami, FL

Responsibilities:

Manage a team of five employees for Level I & II issues, making sure their ticket load is updated daily. Specialized on supporting the Backup suite, Network Monitoring, Classic Monitoring, Confidential LiveConnect, Confidential Remote Control, and SQL \ Performance problems of the VSA (Virtual Systems Administrator). Support level III issues for entire EMEA and Americas region. Assisting Confidential VSA customers in the configuration, understanding, and maintenance of the product using Zendesk ticketing software to engage customers while providing end-to-end ownership of their issues. Including initial troubleshooting, identification of root cause and ticket resolution making sure that all case details are recorded correctly and professionally. Hosted VMWare test environment in order to replicate customer reported issues to determine the root cause of the problem and reported/ worked with development team to address the issue.

Confidential

Network Administrator - Gainesville, FL

Responsibilities:

Supported and maintain in-house physical and cloud server environments. Deployed group policy configurations across the network. Created new hires access: such as Active directory user and permissions, office365 mail account and SharePoint access, set up VoIP phone and provided IT orientation guide. Configured Network VLANs access according to each department. Provided end user support to over 500+ users’ worldwide, earning a reputation for complex problem resolution and professionalism. Configured, imaged, deployed, and integrated new equipment into the environment. Performed daily backup operations, ensuring all required file systems and system data are successfully backed up to the appropriate media. Responsible for applying security updates and patches on servers, desktops, and laptops. Produced, maintained, and improved documentation on various internal processes, OS standards, and refresh cycle schedules.

Confidential

IT Operations Intern - Gainesville, FL

Responsibilities:

Access end users’ computers to deliver remotely or on-site support for the satisfaction of the user. Re-image/ set up end-user desktops/ laptops with the appropriate software according to their department. Fix desktop, laptops, and printer issues. Move employees to their assigned cubical or office. Use Track-It software to resolved reported issues in a timely manner.