Engagement Manager Resume Merrifield, VA - Hire IT People

SUMMARY:

IT Support Specialist with +3 years of corporate IT experience and +10 years of customer service experience seeking new challenges in a reputable organization to utilize my skills and grow in a role where I can enhance my professional skill set, and grow in my career.

TECHNICAL SKILLS:

EXPERIENCE:

Confidential - Merrifield, VA

Engagement Manager

Demonstrated full store expertise on merchandise locations, enabling optimum service to inquiring customers.
Increased customer Loyalty penetration rate by 10%.
Trained internal staff members on administrative processes, work instructions and procedures to facilitate consistent and seamless company operations.

Confidential - Fairfax, VA

System Sales Consultant

Greet customers and present reasonable product solutions based on customers' needs.
Perform merchandising and departmental tasks including markdowns, price changes and cycle counts; create and maintain signage and product displays.
Maintain product knowledge and participate in continued sales, vendor and product training.
Perform other duties and tasks as may be assigned.

Confidential - Washington, DC

Technical Support Specialist

Provides IT support to Staff in DC office and LA office.
Responsible for IT assets management.
Resolve, assign, escalate, manage IT tickets in Track-It software.
Monitor, solve, evaluate issues of workstations in NOC.
Responsible for maintaining and administering phone lines in EvolveIP phone system.
Responsible for creating system images and deploying them to desktops and laptops.

Confidential - Washington, DC

Information Technology Support Specialist

Primary contact for IT support requests from staff, Loaned Executives, and clients.
Monitor, evaluate, and resolve IT break/fix events, develop and implement solutions to mitigate and eliminate future recurrence
Document and maintain all pertinent IT systems including hardware and software inventories, end user information, servers, virtual machines, workstations, network switches, and firewall. Prioritize and schedule help desk tickets
Access and deploy software and driver updates
Provide technical training to staff for applications maintained and operated by the organization.
Operate and maintain file backups systems and bare-metal recovery procedures and resources for workstations and servers.
Monitor and maintain cloud-based resources including Office 365, Amazon AWS, Meraki Dashboard, Google applications, and ShoreTel phone system.
Responsible for monitoring and maintaining co-located systems and services at Equinix, our secure data center cage in Ashburn, VA.
Responsible for the inventory, teardown, and packing of all IT servers, workstations, printers, and network equipment. Primary lead for the reassembly, configuration, and testing of IT workstations and VoIP phones at the new office location. Move began on a Friday afternoon. All IT systems and workstations were operational on the following Monday (Office Move December 2015).