Technical Engineer Resume

SUMMARY:

Astute, solutions - oriented professional with 15+ years of success in the Information Technology arena.
Adept in addressing and troubleshooting a wide range of hardware and software-related issues.
Hold a strong familiarity with Apple products (MacOS & iOS).
Maintained high levels of customer satisfaction as a Confidential technical engineer for their premier Confidential 500 clients while supporting multiple products and system issues as well as customer initiatives.
Attained #1 ranking among team members at Confidential for 5-Star Customer Reviews while acting as a Technical Engineer for Confidential Office 365 products.
Consistently ensured that all system issues, installations, and upgrades were consistently handled in a timely and quality-driven manner during tenure with Confidential .
Established fluid and efficient operations for Confidential ( Confidential ) while managing all IT functions, including, network monitoring, and software/hardware issue resolution.
Minimized downtimes and expenses (as much as 50%) after repairing Confidential ’s server and establishing new processes to procure IT equipment.

AREAS OF EXPERTISE INCLUDE THE FOLLOWING:

Technical Support
Troubleshooting
Project Leadership
Software Support
Process Development
Customer Service
Access Controls
Hardware Support
Process Improvement
Systems Upgrades
Communications
Connectivity Issues
Network Installations
Product
Problem Solving
End User Support

TECHNOLOGIES:

Office 365 Suite Active Directory TCP/IP SQL Explorer Crystal Reports Confidential Teams Routers & Switches SharePoint Online OneDrive Azure AD MacOS iOS Windows

CAREER TRACK:

Confidential

Technical Engineer

Responsibilities:

Provided Tier 2 support for multiple Confidential Office 365 Cloud based software products, including OneDrive, SharePoint Online, Exchange Online, and Confidential Teams for Confidential Premier support clients.
Initiated effective troubleshooting efforts / performed diagnostics using tools such as Fiddler, Charles and SaRa to analyze customer network and system issues.
Resolved customer issues through PowerShell and Azure AD to maintain user functionality.
Handled high priority Sev A / Critsit escalations.

Confidential

Software / Technical Support

Responsibilities:

Provided level 1 & 2 support (via TeamViewer & email) to end users and sales channels within North America.
Executed troubleshooting functions to handle key faults and technical issues.
Set up test environments to replicate customer issues.
Identified and reported bugs to research & development personnel.
Coordinated product sessions for customers via WebEx.
Addressed matters involving Confidential SQL Server and application databases.
Supported integration interfaces to 3rd party applications, including Access Control and Active Directory.
Maintained communications with systems technicians to ensure prompt resolutions.

Confidential

Technical Support Specialist / Apple Advisor

Responsibilities:

Handled customer inquiries via phone to address hardware, software, and Internet related issues.
Reported and escalated issues through appropriate channels to ensure timely resolutions.
Educated users on Apple features and proper product usage.
Diagnosed issues and advised customers of strategies for avoiding future problems.

Confidential

Service Technician / Installer

Responsibilities:

Tended to needs of Confidential customers by completing a wide range of technical services, including system installations, upgrades/downgrades, connects/re-connects, and configurations.
Installed system traps to prevent theft of service and validate customer orders.
Addressed and resolved subscriber service issues with equipment, modems, phones, HDVT, wireless networks, gaming systems, and personal computers.
Installed additional RF outlets and repaired/replaced outlets in residential homes.

Confidential

IT Network Technician

Responsibilities:

Oversaw all IT activities for a business that hosted an online library of construction projects.
Monitored networks; ensured network availability to all system users.
Updated and maintained the company’s website and server.
Trained employees on handling complex hardware and software issues.
Set up audio/video equipment and managed the company’s scanning database.

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