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Technical Support Engineer Resume

Dublin, OH

PROFESSIONAL PROFILE

  • Technical Support Engineer with 9 years of experience in general operating systems, hardware, software and security as well as VOIP and network issues.
  • Basic knowledge of SQL, programming and coding with the willingness and strive to learn more.
  • Very strong communication skills and interpersonal ability which allows for a cohesive team environment as well as works well with setting personal time restrictions on projects.
  • Always ready to learn the latest change to the tech environment and willingness to be the first to delve into a new technology to better support its users.
  • Strong ability to support user whether by desk side, email, or over the phone from the basic user to executives.

EXPERTISE AREA:

  • Strong analytical skills
  • Time management
  • Strong problem solving abilities
  • Organizational skills
  • Detail - oriented
  • Interpersonal

WORK EXPERIENCE:

Technical Support Engineer

Confidential, Dublin, OH

Responsibilities:

  • Provide technical support and implementation assistance to clients that require superior technical expertise and urgent response. Including SSRS, SQL, DNS, Group Policy and many more.
  • Work with support ticket tracking system (open, reply, update, and close support tickets) and answer phone calls from customers.
  • Identify application or environmental issues that occur during evaluation, implementation, and ongoing usage.
  • Provide technical consultations and knowledge transfer to sales and technical support reps, including internal product .
  • Participate in conference calls and on-site visits (sometimes) with Senior/Executive IT people (CIOs, IT managers).
  • Identify sales requirements by establishing personal rapport with persons in the position to understand technical requirements.
  • Contribute to sales team effort by delivering technical presentations and demonstrations.
  • Support proof-of-concept and software evaluation efforts.
  • Develop tools, maintain Slack and internal Wiki documents.

Tier 2 Technical Analyst

Confidential, Dublin, OH

Responsibilities:

  • Windows server infrastructure (Active Directory, Group Policy, etc)
  • Built and managed exchange accounts and permissions
  • Performs workstation moves
  • Responsible for creating building access badges in multiple security systems for multiple buildings.
  • Supports remote access users (Citrix, Cisco VPN, LanDesk, Tanium, etc.)
  • Manage Microsoft SQL servers, VM Farms and printer servers
  • Responsible for imaging company desktops and laptops (Windows and Macs)
  • Repaired/salvaged laptops, desktops, and printers. Replaced printer toner and ink.
  • Add users, maintain and troubleshoot fax system (e-fax, rightfax).
  • Add and manage users to VOIP business application
  • Worked with the ServiceNow ticketing system to grant requests, provide end user support and filter tickets to corresponding teams to investigate. Manage knowledge base and inventory record keeping.
  • On-boarding and set up hardware for new hires. Off-boarding of terminations.
  • Created accounts and managed company VOIP and call recording system (Oaysis)
  • Knowledge of server networking and maintain/ troubleshooting connectivity issues
  • Packages, handles, and ships company merchandise to remote users
  • Assist Tier 1 team with technical issues and escalated calls

Service Desk Analyst

Confidential, Pataskala, OH

Responsibilities:

  • Responsible for fielding calls directly from 3700 retail stores and corporate associates to troubleshoot issues related to desktop
  • Point of sales software and hardware technologies
  • Supports inbound customer requests such as password resets and account troubleshooting
  • Utilizes ticketing systems
  • Used knowledge regarding Windows and Mac operating systems
  • Familiar with Active Directory and Microsoft Outlook/Exchange environments
  • Required to relay technical ideas to business audience

Wireless Services Technical Analyst

Confidential, Dublin, OH

Responsibilities:

  • Worked with project managers and field technicians to execute services: provide, enhance, build or maintain phone service equipment following design and installation specifications.
  • Handled delicate, new and sensitive projects which required a positive, sustained first impressions to clients externally and internal.
  • Automated repeatable tasks where possible to increase efficacy.
  • Trained in multiple departments to handle the different customers and their unique systems.
  • Interact with field technicians, project managers and engineers to execute services through use of phone calls, emails, ticket system, chat rooms and instant messaging.
  • Required to manage and delegate responsibilities on conference calls between customer and field teams.

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