Managed Services Engineer Resume Jackson, MS - Hire IT People

SUMMARY:

Managing Director of Support Services
Create Monitoring and Problem Resolution Automation to Find and Proactively Solve Technology Issues,
Improving System Availability and Productivity.
Multitalented, team - oriented IT support professional. Exceptionally dedicated, with excellent computer and communication skills. Blend creative, interpersonal, and administrative skills to meet goals and objectives. Lead team of technical personnel and provide support to RF / Metering field engineers.

Expertise includes:

PROFESSIONAL EXPERIENCE:

Confidential

Jackson, MS

Managed Services Engineer

Responsibilities:

Maintained critical application and communication server availability above 90%, exceeding performance SLA targets 34 of 36 months.
Reduced device Return Material Authorization statistics from 75% in some instances to below 20% overall, through effective troubleshooting of known issues and remote repairs.
Documented, prioritized, and specified recommended corrective action for daily issues to improve quality control.
Selected to serve as primary support contact for internal servers, with elevated access levels, and contact for customer systems. Ensured customer issues were solved with urgency, resulting in high level of customer satisfaction.
Integrated new customers into production monitoring process, taking devices through test phase into production and safeguarding customer revenue-critical data.
Created process for management of Internet of Things (IoT) device inventory and reporting, allowing clients to proactively track and service deployed assets.
Improved customer data quality and database performance by writing and running scripts to clear threads, update device retry algorithms, create inventory reports for customers, and update device identities.
Partnered with Sales Force administrators to define required data fields, enabling accurate customer tracking and ensuring that customer issues were handled within appropriate time.

Confidential

Jackson, MS

Systems Engineer I

Responsibilities:

Troubleshot software connectivity issues for customers that use Windows and MAC OS.
Monitored systems for connectivity and hardware issues to minimize system outage and increase availability.
Generated and maintained service schedules for NOC environment monitoring, guarding customer systems from unexpected outages or performance hits.
Performed system maintenance on AIX / UNIX / Linux / Windows servers, including OS installations and network configuration, keeping system clean of viruses and other potentially harmful software.
Supported remote applications through VPN Tunnel, allowing customer users stable, remote access.
Worked with senior-level group engineers to create new, more effective SOP (standard operating procedures), reducing unnecessary repetition and overall time required for procedures.

Confidential

Jackson, MS

Systems Software Engineer I

Responsibilities:

Provided domestic and international support in use and management of varying software and operating systems, preventing or minimizing customer-impacting problems.
Monitored all hardware-related matters including peripherals (decservers, modems, hubs, routers, tape drive, printers, monitors, and hard drives), preventing down time and customer inconvenience.
Provided Support Operations staff with backup procedures, local and international connectivity (X.25, TCP/IP, Decnet and LAT) via onsite or remote applications, eliminating service gaps in case of main server outage.
Supported UMS and NOC domestic production systems as first line of production software support, ensuring customer data completeness and integrity throughout application releases.
Performed all upgrades / configuration modifications to NOC and ensured configuration files and software executables were current and functioning properly.
Test Engineer for Software Quality Assurance for multiple subsystems deployed across the NOC.