Technical Support Engineer Resume San Diego, CA - Hire IT People

SUMMARY

Knowledgeable and dedicated information technology professional with experience supporting hardware and software solutions.
Skilled problem - solver assisting internal and external users at all levels of proficiency and communicating technical issues to non-technical audience.
Background in managing and building highly functional teams. Results-oriented, taking ownership of impediments and following-through to resolution.
Work through minutia and gather seemingly abstract facts and details to find answers to complex problems.

AREAS OF EXPERTISE

TECHNICAL SKILLS

PROFESSIONAL EXPERIENCE

Confidential, San Diego, CA

Technical Support Engineer

Responsibilities:

Developed and maintained detailed technical knowledge of operation and support of products using Salesforce Articles, Confluence, OneNote and Microsoft Teams, providing documentation to peers and customer quick access to clearly defined processes and procedures for issue resolution.
Identified and documented software bugs using JIRA, working closely with development to recreate and document bugs, QA releases, and deploy updates with additional post-deployment customer support focus.

Confidential

Manager IT Support

Responsibilities:

Led and recorded meeting minutes of daily standup’s and weekly team meetings, providing team with a channel for open and honest communication and increased visibility.
Spearheaded planning and onboarding and integration of multiple distribution centers and dozens of 3rd-party locations, tracking project progress with Kanban, SharePoint, and delivering regular and on-demand updates to stakeholders.
Administered, configured, supported, and trained web-based fulfillment solution on Windows 7 and 10, resulting in no priority 1 issues or outages and maintaining agreed-upon service level agreements (SLAs).
Coordinated / managed outside vendors support agreements, ensuring service level agreements (SLA) are met.
Managed inventory / asset management, authored / maintained policy and procedure documentation, department IT budget, remaining under budget year after year while providing high level of service and maximizing device uptime.
Reduced travel-related cost 50% by implementing remote support technologies and procedures.

IT Support Engineer

Confidential

Responsibilities:

Imaged / configured, tested, and deployed hardware and software solutions, including mobile RF handheld computers, fix mounted computers / tablets, thermal / laser printers, SOHO routers, standalone Windows servers running Microsoft SQL Server, installing on Windows OS CE, 7, 8.1, 10 and proprietary application on remote networks.
Documented resolution of service desk tickets (BMC FootPrints Service Desk), reducing average support queue volume and average issue solution time.