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Technical Support Engineer Resume

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Seattle, WA

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SUMMARY:

An adaptable and self - directed Help Desk Lead with the ability to troubleshoot and effectively problem solve end-user computer, mobile device, and software issues in real time, as demonstrated over 13 yrs. experience in the IT field.

TECHNICAL EXPERTISE:

Operating Systems: Mac Windows

Business Applications: O365 Adobe Suites Sharepoint Atlassian Jira/Confluence/HipChat CRM

Scientific Applications: EndNote Facs DIVA ChemStation Cedex FlowJo SoftmaxPro

PROFESSIONAL EXPERIENCE:

Confidential, Seattle, WA

Technical Support Engineer

Responsibilities:

  • Intune Management - took over for managing windows updates and Intune client issues.
  • On-Call - using PagerDuty and later VictorOps. Supported 24/7 all end user and customer escalations 24/7.
  • Projects completed - Upgraded all Seattle users to windows 10, Installed Ergotron standing desks, upgraded all meetings rooms, standardized all mac users, printer standardization, moved our data center, and configured all users for MFA.
  • Got experience managing VEEAM backups and website releases using Jenkins.

Confidential, Seattle, WA

IT Help Desk Analyst

Responsibilities:

  • Awarded Silver Star status for customer service for the month of September for Communication and Ticket management through BMC Track-it.
  • Imaged and configured 180 windows tablets for BBCS 5.5 upgrade.

Confidential, Seattle, WA

IT Helpdesk Lead

Responsibilities:

  • Assisted upgrading our video conferencing units and helped run company meetings using Lync and Cisco video conferencing over A/V systems.
  • Lead projects to build out new floors and computer moves for company growth.
  • Also traveled to remote offices to assess and eventually upgrade their site to meet the needs of the company.
  • Supported the migration to office 365 for PC and MAC outlook clients and upgraded PC’s to windows 8.1.
  • Worked with the Network administrator to upgrade and configure Cisco wireless infrastructure.

Confidential, Seattle, WA

IT Help Desk Analyst

Responsibilities:

  • Provisioned and installed corporate wireless access points resulting in a 50% increase in wireless coverage.
  • Lead a project to upgrade and standardize all meeting room laptops with more RAM, larger hard drives, and new XP images, significantly contributing to higher customer quality levels.
  • Trained end users to access the network remotely using RSA cards in conjunction with the Juniper SSL VPN, enabling a significant increase in off-site productivity and effectiveness.
  • Upgraded, licensed, and configured scientific software: FlowJo, Thermo Scientific, and Agilent products.

Confidential, Redmond, WA

Licensing Specialist

Responsibilities:

  • Coached and mentored new reps to provide accurate sales and licensing information, attaining the status of an expert resource for complicated licensing issues.
  • Responded to more than 15,000 calls to educate corporate customers about the many different Confidential software products and licensing options, empowering them to make purchase decisions that they could understand and be confident in.
  • Responded to call queue for large account resellers and internal Confidential sales reps, providing assistance in finding resources for Select and Enterprise programs.

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