Technical Support Engineer Resume Bethesda, MD - Hire IT People

SUMMARY:

Experienced individual who has worked in roles ranging from desktop support technician to both Windows and Linux system adminisration and customer support. Able to adapt to new technologies quickly and research and resolve issues as they arise. Comfortable working as part of a team or alone and interfacing with both internal and external customers.

PROFESSIONAL EXPERIENCE:

Technical Support Engineer

Confidential, Bethesda, MD

Responsibilities:

Member of a small 3 - 4 person team supporting the needs of customers utilizing the Fidelis Network d Confidential loss prevention/intrusion detection product.
Spent one year as part of the team supporting the Fidelis Endpoint product and acted as a Technical Account Manager and point of contact for a large customer.
Work with existing customers on reported issues via phone, email (Salesforce and ZenDesk).
Report software bugs and enhancement requests to Development and Product Management via Jira ticketing system.
Participate in daily team conferences to discuss current workload and facilitate the exchange of knowledge.

Software QA Engineer / Team Lead

Confidential, Columbia, MD

Responsibilities:

Assigned tasks and bugs for verification to team members weekly or as needed.
Wrote the test plans to be used when new software is released to my team and presented plans to the management and development teams for approval.
Assisted in creating the timelines needed for the testing of all software updates and patches released to QA from Development.
Provided answers to any technical questions from my team and other teams.
Ensured that the team had access to any physical and virtual systems needed to complete their testing and troubleshoot any issues that arose.

Technical Support Engineer

Confidential, Columbia, MD

Responsibilities:

Appointed as a subject matter expert on the FireAMP endpoint anti-malware product and took lead on any related support cases.
Served as acting team lead on several occasions when requested by management.
Assisted teammates with their support cases and assisted them during calls and WebEx meetings with customers.
Took over support cases from tier 1 engineers that had been ongoing for too long without resolution or if customers became upset at the direction a case was taking, or if directed to take the lead on a case from team leads or management.
Specialized in support cases regarding Snort performance troubleshooting.
Provided support to diamond level customers.
Scheduled weekly meetings with my diamond customers to address any open support cases or issues that they might be having.
Escalated issues as needed to engineering team and communicated customer concerns to them.

Technical Support Engineer

Confidential, Columbia, Maryland

Responsibilities:

Provided phone and email support to customers and updated support cases using Salesforce.
Provided answers to questions and guidance on configuring, troubleshooting, and tuning customer's intrusion detection and prevention systems.
Escalated new issues and reported bugs to a tier 3 engineering team via a Bugzilla instance.
Contributed internal and customer-facing articles to a support knowledge base.

Systems Administrator / HelpDesk

Confidential, Columbia, MD

Responsibilities:

Provided desktop support services to 200+ users, plus several remote employees.
Responsible for meeting helpdesk ticket and Windows server and application uptime service level agreements.
Used SQL stored procedures and queries to make modifications to the business' primary Oracle d Confidential base-driven application as needed to service user requests.
Managed the change control process and ensured that change control meetings were held daily and attended by all necessary personnel.
Worked closely with the DBA and development teams to drive application related issues reported by the business users and to ensure a timely and cost-effective solution.
Wrote documentation to help train new helpdesk staff and documented existing procedures.
Used VB scripting to automate many day to day procedures.
Managed and created accounts in Active Directory and Microsoft Exchange.
Performed entitlements to review all Active Directory group s and all share level permissions and discussed them with all appropriate business units to ensure that only needed permissions were applied.
Responsible for setting up and providing new employees with security badge access to the building.
Proposed and set up a Request Tracker instance to allow a new joint venture in New Jersey to be able to submit tickets to the helpdesk.
Created new accounts and voicemail boxes for employees on an Avaya phone switch.

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Technical Support Engineer Resume

Bethesda, MD

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