Enterprise Technical Support Engineer Sr. Resume Reston, VA - Hire IT People

SUMMARY:

Infrastructure Systems Engineer | Systems Administrator Sr.
Provide experienced technical support | Improve & reduce cost of IT service delivery
Collaborative IT Systems solution - provider supporting systems in complex environments.
Possess unique combination of strengths in technology in both corporate and nonprofit worlds.
Track record of providing broad-range of IT / ICT solutions with exceptional customer service.
Experienced in identifying root cause and relevant solutions for technical and systems issues.
Enterprise Support Management
IT / ICT Operations & Solutions
Customer Support Service
Information & Data Management

TECHNICAL SKILLS:

Windows Server Operating Systems: 2003 - 2012 R2 & Hyper-V virtualization, AD, GP, DNS, TCP/IP

Data Storage: SAN, NAS, AppAssure / Rapid Recovery, NetVault, ShadowProtect

Hardware: x86; HP DL380, DL580; Confidential R720, R920; PCs & Macintosh and VMware virtualization

WORK EXPERIENCE:

Confidential, Reston, VA

Enterprise Technical Support Engineer Sr.

Responsibilities:

Met high KPI, achieving average customer satisfaction score ( Confidential ) of 90% and outstanding net promoter score ( Confidential ) of +75.
Achieved high knowledge-centered support ( Confidential ) score support knowledgebase of 98%.
Surpassed product support and case management goals, while maintaining high team participation at 85%.

Confidential, Washington, DC

Lead IT Service Delivery Specialist

Responsibilities:

Led process, establishing SOP management of Macintosh computers, reducing communication costs across offices, providing video teleconferencing, standardizing deployment and management of Macintosh machines, reducing deployment time, and providing more efficient support.
Played key role setting up and deploying VOIP to international office in over 100 countries worldwide reducing cost of communication and enhancing teleconferencing services across offices, while improving inter-program collaborative activities, and providing faster deliverables.

Confidential, Washington, DC

Technical Systems Engineer Lead

Responsibilities:

Played key role expanding clientele base from 3 to 12 corporate customers within DC, MD and VA metro area, maintaining excellent customer support and service, while increasing sales approximately 200%.
Introduced changes in process improvements, leading change within specific projects and across customer organizations, improving efficiency and achieving high ROI.