System Engineer Resume Profile, NC - Hire IT People

Dedicated Computer Support Specialist with over 10 years of experience supporting technology in large enterprise settings. Consistently achieves record-high customer satisfaction rankings, improvements to the bottom line and turnaround of customer issues.

Areas of Expertise

Windows XP	Imaging Deployment	Remedy Ticketing
End User Support	Lotus Notes Outlook	VPN Remote Workers
Active Directory	Microsoft Office 2010	Apple OSX Windows 7

Professional Experience

Confidential

System Engineer

While providing support for Confidential to the school system a position was offered to me. Image, configure and support all desktop, laptops, Apple products and netbooks. Use SCCM, Active Directory, and Configuration Manager to support users in Windows 7 environment. Support troubleshooting and training on Microsoft Office 2010 suite. Developed end user training videos resulting in a 27 percent reduction in support tickets.

Confidential

Depot Supervisor

Supervisor for major client's depot in Waxhaw, NC for Dell Computer Systems. Responsibility includes overseeing and assisting in all computer repairs and imaging for client. Manage daily pickup and delivery schedule. Monitoring SLA's to ensure 48 hour compliance level. Manage all reports and parts procurement from Dell Partner site DOSD .

Confidential

Project Manager,

Manage IT projects for the Confidential . Manage requests, engaged necessary resources and teams to see projects to a successful completion. Duties include research, budgeting, purchasing of goods, quote preparation as necessary for successful implementation of projects. Maintained excellent SLA ratio and customer satisfaction survey results. Use Remedy to manage and create work orders for other teams.
Managed Deployment phase of over 4000 Mobile Devices for Verizon service conversion project.
Worked closely with Verizon, scheduling and executing Device Fairs and Exchange visits

Confidential Apple Care Advisor,

Apple Care Support Line Advisor supporting Apple customers across the United States for all CPU based products and Apple Software.
Recipient of Apple Care Excellence Award 2010 presented to one team member in each region.
Provided advanced diagnostics by telephone consistently receiving praise from consumer based end users for timely and expertly solving problems.
Consistently met monthly service levels, customer satisfaction goals, and sales goals for team and region.

Confidential

System Service Representative,

Member of second level deskside support team supporting Belk Department Store corporate office. Performed computer imaging, operating system, application support, and inventory management at both customer corporate and regional offices.
Refined support model using Remote Desktop Connection leading to improved average call resolution time.
Streamlined XP conversion using Ghost, Image Servers.
Created problem solution database for Lotus Notes, Hyperion Essbase, Lawson, Microsoft Office and company specific applications.
Lead customer remote worker initiative supporting Citrix VPN solution.

Confidential

Technical Coordinator

Supported all on-site information and communication systems located in the Business Insurance Service Center. Also supported call center ACD systems and provided after-hours remote support.
Developed new hire systems training program which reduced problem tickets by 20 .
Successfully upgraded Lotus Notes by implementing a thorough upgrade plan.
Implemented equipment lease monitoring program leading to elimination of past due lease returns.
Developed Call Center ACD system management reports leading to Call Center grading system.
Provided chair side and classroom training for Microsoft Office and Royal Insurance applications reducing helpdesk ticket volume.

Confidential

Product Specialist,

Product Specialist for Sirona USA formally Siemens Dental X-ray providing manufacturer support for x-ray and dental systems on site and by phone nationwide.
Implemented Y2K procedures resulting in 28 customer call volume reduction.
Developed technical training support for dealer technicians throughout the USA on Siemens/Sirona X-ray Equipment through in-house training classes.

Confidential

Technical Service Manager,

Provided in-house, on-site calibration services and managed contract labs in customer facilities. Supervised and trained seventeen in-house technicians and seven field service technicians in four state area. Directed outside sales staff and managed P L statement.
Assisted in growing a two person calibration office into a successful corporate enterprise.
Maintained high profitability, growth and production ratios within EIL's seventeen locations. Increased sales by 15 annually for last five years.
Developed Contract Calibration Lab program.
Implemented ISO9000 quality system and successfully passed certification.
Developed materials and conducted in-house sales and marketing training.

Confidential

Field Service Technician,

Contract service provider for NASA Langley supporting test equipment, PC's, terminals and Mainframe computer systems

Confidential

Electronic Technician,

Electronic Technician servicing communication, radar cryptographic and test equipment for the Confidential .
Completed over 2 years of Advanced Electronic Technical Training and Troubleshooting

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System Engineer Resume Profile

NC

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