Tier II Network Engineer Resume Silver Spring, MD - Hire IT People

SUMMARY

Over 11 years of experience in providing excellent customer service and IT support
Strong communication, organizational and troubleshooting skills
Proficient at multi - tasking in fast paced environments
Passionate about acquiring new skills and job noledge
Acnoledged for providing outstanding customer service and remedying tedious and complex subscriber issues

TECHNICAL SKILLS

TECHNICAL SKILLS: Windows 7/8/10, Mac OS, Windows Server 2008/12/16, Microsoft Exchange 2013/16, Active Directory, DNS, DHCP, TCP/IP, Office 365 migration, WatchGuard VPN, Slack Administration, Azure Administration, VOIP.

PROFESSIONAL EXPERIENCE:

Confidential, Silver Spring, MD

Tier II Network Engineer

Responsibilities:

Install Network Equipment for Businesses (Servers/Switches/Wireless Aps)
Provides end user training on system and services for over 70 end users.
Serves as an on-sight escalation point for mare advance issues.
Provides engineering support for transition management (Projects).
Provide network administration for 9 clients on a weekly basis.
Migrate Clients to and from data Centers
Generate daily maintenance reports for all network devices
Serves as an escalation point for Service Desk
Main service point for all Hardware setup (Computers/Printers/Mobile Devices)
Active Directory, DNS, and Group Policy Administration
Microsoft Windows Server 2012/2016R2 Administration
Installation and Administration of Microsoft Exchange 2016
Vulnerability remediation
Patch Deployment

Confidential, Gaithersburg, MD

Field Service Technician Tier II

Responsibilities:

Diagnoses and addresses all system errors
Provides end user training on system and services for over 300 end users.
Serves as an escalation point for mare advance issues.
Provides engineering support for transition management (Projects).
Provide network administration for 4 clients on a weekly basis.
Works with little direct supervision on a day-to-day basis.
Provides Top Tier customer service.
Creates and maintains systems documentation.
Serves in incident management as a first responder, incident engineer, and incident manager
Respond to email messages for customers seeking help.
Provides customer recommendations software applications to meet specific business needs.
Properly escalating unresolved queries to the next level of support.

Confidential - Laurel, MD

Desktop Support

Responsibilities:

Perform installation, repair, and preventative maintenance of personal computer and related software/hardware remotely, over the phone or at desk side
Identify, evaluate and solve end-user workstation problems
Read, understand and apply technical information
Respond to telephone calls, email and personnel requests for technical support
Follow up on outstanding requests and ensure timely resolution
Printer Support (Setup, Toner/Parts Replacement)
Miscellaneous Support (Email, Meeting Room, Video conferencing)
Responsible to answer calls in a professional and efficient way
Provide support to internal departments regarding RAVEN issues
Provide on-call support for RAVEN customers as assigned
Responsible to burn, ship and archive RAVEN clip requests from customers, police, insurance companies and other parties as necessary
Train end users using several methods to include telephone, remote support sessions, webinars, or in person
Responsible to accurately enter all pertinent data into systems
Ability to complete monthly dial-ins and other reporting tasks in a timely manner as needed
Responsible to complete paperwork, data entry, and unit configuration associated with RAVEN
Installations and service calls in an accurately and timely manner
Ability to complete non-help desk/support projects as needed

Confidential - Laurel, MD

Sales Account Manager

Responsibilities:

Communicated business relevant marketing information to the vendor and provided structured feedback to the owners.
Provided resolutions, additional services, and energy market information for all 3000 + customers assigned to the account.
Developed an effective account management system to ensure all customers were contacted within a set time.
Prepared various reports surrounding progression of all the accounts: quarterly sales results, annual forecast, and account status reports
Trained, developed, and lead a team of 44 representatives.
Ensured dat each team member understood the importance of providing great customer service along with effective call tactics.
Researched and analyzed online information to provide my team members with factual support data to provide customers and potential prospects.
Provided detailed reporting to present to management with statistics for monthly production meetings through using MS Office applications.

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Tier Ii Network Engineer Resume

Silver Spring, MD

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