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Field Service Engineer / Project Engineer Resume

Washington, DC

PROFESSIONAL SUMMARY:

Highly motivated Technical Support professional with strong customer service skills and experience in assisting customers with computer and technology issues. Comfortable in interacting with all levels of the organization. Strong verbal, listening and written skills. Able to problem solve quickly and efficiently. Answers questions and provides support via telephone, email and in person. Diverse technical background that includes sales and customer service.

EXPERTISE AREA:

  • Troubleshooting & Maintenance
  • Installation & Configuration of multiple OS
  • Linux & Mac OS
  • Windows OS Vista/7/8/8.1/10
  • Microsoft Office Suite 365 & previous versions
  • OS image creations/deployment
  • VPN installation
  • On - premise Server support
  • Malware Removal
  • Break/Fix computer hardware
  • Printer Support
  • Router Configuration
  • Remote Desktop Support
  • Server Installation
  • Active Directory/Exchange Support

EXPERIENCE:

Confidential, Washington, DC

Field Service Engineer / Project Engineer

Responsibilities:

  • Install Network Equipment for Businesses in New locations (Servers/Switches/Wireless Aps)
  • Provides end user on system and services for over 70 end users.
  • Serves as an on-sight escalation point for mare advance issues.
  • Provides engineering support for transition management (Projects).
  • Provide network administration for 9 clients on a weekly basis.
  • Migrate Clients to and from data Centers
  • Generate daily maintenance reports for all network devices
  • Serves as an escalation point for Service Desk
  • Main service point for all Hardware setup (Computers/Printers/Mobile Devices)

Confidential, Washington, DC

Field Service Engineer

Responsibilities:

  • Diagnoses and addresses system errors; process change request and service enhancement request.
  • Provides end user on system and services for over 300 end users.
  • Serves as an escalation point for mare advance issues.
  • Provides engineering support for transition management (Projects).
  • Provide network administration for 4 clients on a weekly basis.
  • Works with little direct supervision on a day to day basis.
  • Provide Top Tier customer service.
  • Creates and maintains systems documentation.
  • Serves in incident management as a first responder, incident engineer, and incident manager
  • Respond to email messages for customers seeking help.
  • Provides customer recommendations software applications to meet specific business needs.
  • Properly escalating unresolved queries to the next level of support.

Confidential, Laurel, MD

Sales Account Manager

Responsibilities:

  • Communicated business relevant marketing information to the vendor and provided structured feedback to the owners.
  • Provided resolutions, additional services, and energy market information for all 3000 + customers assigned to the account.
  • Developed an effective account management system to ensure all customers were contacted within a set time.
  • Prepared various reports surrounding progression of all the accounts: quarterly sales results, annual forecast, and account status reports
  • Trained, developed, and lead a team of 44 representatives.
  • Ensured that each team member understood the importance of providing great customer service along with effective call tactics.
  • Researched and analyzed online information to provide my team members with factual support data to provide customers and potential prospects.
  • Provided detailed reporting to present to management with statistics for monthly production meetings through using MS Office applications.

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