Senior Customer Engineer Resume Gaithersburg, MD - Hire IT People

SUMMARY:

A reliable and dynamic professional with solid and diverse 10+ years of experience in the field of Information Technology.
Proficient in computer hardware, software and other peripherals with updated knowledge in current technologies and troubleshooting. Effective in issue resolution and user technical support in various systems.
Eloquent communicator and accustomed to developing and maintaining positive relationships with all levels of individuals of diverse backgrounds.

TECHNICAL SKILLS:

PROFESSIONAL EXPERIENCE:

Senior Customer Engineer

Confidential - Gaithersburg, MD

Perform a complex range of technical work activities either remotely, friendly phone, email or at the customer site to meet business and customer requirements.
Provide customer service to internal and external customers to ensure a consistent experience.
Coordinate small teams delivering basic work packages in line with company process to meet business and customer requirements.
Provide technical leadership in own specific area of expertise.
Document and report on work completed ensuring compliance with company and customer procedures.
Contribute to the development of technical procedures and standards to meet business and customer requirements.
Escalate issues in line with company processes to ensure customer demands are met.
Communicate complex issues to meet business and customer requirements to avoid escalations.
Work with dynamic team environments to maintain consistent effective contribution.
Evaluate escalations and resolve appropriately to ensure customer demands are met.
Identify own development needs in line with business objectives
Acts as a role model for colleagues providing guidance around technical and behavioral competencies to ensure sharing of internal best practice.

Desktop Support Technician

Confidential

Weekend Part-time or on-call desktop support technician for the National Institute of Allergy and Infectious Diseases NIAID/NIH.
Provided friendly phone, email, remote desktop, or on-site technical support for troubleshooting and setup assistance related to computer hardware and software for Windows and MAC based systems.
Open, update, and close support tickets in the ServiceNow ticketing system to provide first to second level support in the resolution of the support request.
Troubleshooting network connectivity issues with wired, wireless and VPN connectivity for desktops, laptops, and mobile devices.
Maintain accurate and complete records of all customer support interactions using ServiceNow tools or established procedures.
Assisted in creation of crystallography database web page.
Delivered weekly accurate reports on tasks assigned.

Helpdesk Support Analyst

Confidential

Provides friendly phone, email, remote desktop, or on-site technical support for troubleshooting and setup assistance related to computer hardware and software for Windows and MAC-based systems.
Support mobile devices, tech tools and products such as Office 365, security system evaluation and implementation, network virus protection, and application support.
Assist in user account creation, modification, and termination through Active Directory.
Open, update, and close support tickets in the ServiceNow ticketing system to provide first to second level support in the resolution of the support request.
Assist end users with post-migration issues around Office 365 and end users account migration.
Configuring, deployment, and/or re-imaging of desktop/laptop systems for MAC and PC in Windows 7/10.
Troubleshooting network connectivity issues with wired, wireless and VPN connectivity for desktops, laptops, and mobile devices.
Maintain the NIAMS asset management system to track or surplus desktop/laptop and other IT peripherals.
Maintain accurate and complete records of all customer support interactions using ServiceNow tools or established procedures.
Perform regular SOP creation in accordance with the documented ITIL processes & procedure.
Delivered weekly accurate reports on tasks assigned.

Associate Help Desk Specialist

Confidential - Bethesda MD

Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems.
Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records.
May route calls to product line specialists, application, or system support specialists.
Maintains and updates records and tracking databases.
Maintain accurate and complete records of all customer support interactions using ServiceNow tools or established procedures.
Alerts management to recurring problems and patterns of problems.

Desktop Support Technician/Product Manager

Confidential, Frederick MD

Part-time or on-call friendly phone, email, remote desktop, or on-site technical support for troubleshooting and setup assistance related to computer hardware and software for Windows-based systems.
Equine product sales.
Helped manage the inventory of items on the online store.
Boosted sales and profits by 80%
Sold over 2000 equine products.

Quality Assurance Tester (Contractor)

Confidential - Rockville MD

Ran assigned test requests and identify game issues (bugs).
Tested and verified bug fixes.
Assisted in assessing and escalating game issues and concerns with peers and to senior team members.
Report details for each level of the bug issue.