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Support Engineer Resume

SUMMARY

  • 10 plus years IT Professional. Solutions driven team oriented information technology specialist with a broad background in help desk, web hosting, network administration and support management.
  • Highly skilled providing onsite and remote hardware and software support, LAN desk administration, user support and administration.
  • Experienced working with hardware and software, including installation, configuration, management, troubleshooting and support.

TECHNICAL SKILLS

  • Microsoft Office all versions thru 365
  • RDS/Team Viewer
  • QNXT
  • CISCO VPN
  • DNS/TCP IP
  • Windows All versions thru 8.1
  • ACTIVE DIRECTORY
  • WINDOWS SERVER 2003, 2008R2, & 2012
  • SHELL SCRIPTING
  • Sharepoint Administration
  • KASEYA
  • SQL
  • Mac certified applications
  • LABTECH
  • HTML
  • PC Imaging
  • Cisco Router, Switches& Firewalls
  • VOIP
  • Java Script

PROFESSIONAL EXPERIENCE

Support Engineer

Confidential

Responsibilities:

  • Provided 1st and 2nd Level Support in a 24 x 7 environment
  • Maintained and administered computer networks and related computing environments including computer hardware, systems software, applications software, and all configurations.
  • Performed data backups and disaster recovery operations.
  • Diagnosed, troubleshoot, and resolved hardware, software, or other network and system problems, and replaced defective components when necessary.
  • Planned, coordinated, and implemented network security measures to protect data, software, and hardware.
  • Configured, monitored, and maintained email applications or virus protection software.
  • Operated master consoles to monitor the performance of computer systems and networks, and to coordinate computer network access and use.
  • PC imaging
  • Configured and tested computer hardware, networking software and operating system software.
  • Monitored network performance to determine whether adjustments need to be made, and to determine where changes will need to be made in the future.

Operations Forecaster/Desktop Support

Confidential

Responsibilities:

  • Monitored the daily performance of computer systems for six call centers totaling over 300 employees.
  • Answered user inquiries regarding computer software or hardware operation to resolve problems.
  • Entered commands and observed system functioning to verify correct operations and detect errors.
  • Sat up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
  • Installed and performed minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
  • Maintained records of daily data communication transactions, problems and remedial actions taken, or installation activities.
  • Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolved problems or to provide technical assistance and support.
  • Referred major hardware or software problems or defective products to vendors or technicians for service.
  • Developed training materials and procedures, or trained users in the proper use of hardware or software.
  • Conferred with staff, users, and management to establish requirements for new systems or modifications.
  • Collected and analyzed data to forecast call volume to gauge productivity.
  • Utilized over 20 software programs to create reports for a variety of managers and teams.
  • Structured wiring systems (fiber and copper) and Equipment room design, Digital phones, Internet Protocol phones, Voice Over Internet Protocol.

Customer Account Executive / Accounts Manager

Confidential

Responsibilities:

  • Trained new employees on software systems associated with credit card limit.
  • Resolved escalated customer credit card complaint issues.
  • Performed complex research in order to provide quality customer service.
  • Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
  • Check to ensure that appropriate changes were made to resolve customers' problems.
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
  • Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
  • Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
  • Refer unresolved customer grievances to designated departments for further investigation.
  • Determine charges for services requested, collect deposits or payments, or arrange for billing.
  • Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
  • Solicit sales of new or additional services or products.
  • Order tests that could determine the causes of product malfunctions.

Customer Account Executive / Help Desk Assistant

Confidential

Responsibilities:

  • Conducted technical training for new hires on cable transmission boxes.
  • Received inbound calls from on customers' service on billing issues.
  • Used Citrix XenApp daily to record tickets.
  • Resolved escalated customer service issues.

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