Technical Support Engineer Resume Dublin, OH - Hire IT People

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:

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.