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Support Engineer Resume

Richmond, VA

PROFESSIONAL SUMMARY:

10 plus years IT Professional. Solutions driven team oriented information technology specialist with a broad background in help desk, web hosting, network administration and support management. Highly skilled providing onsite and remote hardware and software support, LAN desk administration, user support and administration. Experienced working with hardware and software, including installation, configuration, management, troubleshooting and support.

TECHNICAL SKILLS:

  • Microsoft Office all versions thru 365
  • RDS/Team Viewer
  • QNXT
  • CISCO VPN
  • DNS/TCP IP
  • Windows All versions thru 8.1
  • ACTIVE DIRECTORY
  • WINDOWS SERVER 2003, 2008R2, & 2012
  • SHELL SCRIPTING
  • Sharepoint Administration
  • KASEYA
  • SQL
  • Mac certified applications
  • LABTECH
  • HTML
  • PC Imaging
  • Cisco Router, Switches& Firewalls
  • VOIP
  • Java Script

EMPLOYMENT HISTORY:

Support Engineer

Confidential, Richmond, VA

Responsibilities:

  • Provided 1st and 2nd Level Support in a 24 x 7 environment
  • Maintained and administered computer networks and related computing environments including computer hardware, systems software, applications software, and all configurations.
  • Performed d Confidential backups and disaster recovery operations.
  • Diagnosed, troubleshoot, and resolved hardware, software, or other network and system problems, and replaced defective components when necessary.
  • Planned, coordinated, and implemented network security measures to protect d Confidential, software, and hardware.
  • Configured, monitored, and maintained email applications or virus protection software.
  • Operated master consoles to monitor the performance of computer systems and networks, and to coordinate computer network access and use.
  • PC imaging
  • Configured and tested computer hardware, networking software and operating system software.
  • Monitored network performance to determine whether adjustments need to be made, and to determine where changes will need to be made in the future.

Operations Forecaster/Desktop Support

Confidential, Richmond, VA

Responsibilities:

  • Monitored the daily performance of computer systems for six call centers totaling over 300 employees.
  • Answered user inquiries regarding computer software or hardware operation to resolve problems.
  • Entered commands and observed system functioning to verify correct operations and detect errors.
  • Sat up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
  • Installed and performed minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
  • Maintained records of daily d Confidential communication transactions, problems and remedial actions taken, or installation activities.
  • Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolved problems or to provide technical assistance and support.
  • Referred major hardware or software problems or defective products to vendors or technicians for service.
  • Developed materials and procedures, or trained users in the proper use of hardware or software.
  • Conferred with staff, users, and management to establish requirements for new systems or modifications.
  • Collected and analyzed d Confidential to forecast call volume to gauge productivity.
  • Utilized over 20 software programs to create reports for a variety of managers and teams.
  • Structured wiring systems (fiber and copper) and Equipment room design, Digital phones, Internet Protocol phones, Voice Over Internet Protocol.

Customer Account Executive / Accounts Manager

Confidential, Richmond, VA

Responsibilities:

  • Trained new employees on software systems associated with credit card limit.
  • Resolved escalated customer credit card complaint issues.
  • Performed complex research in order to provide quality customer service.
  • Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
  • Check to ensure that appropriate changes were made to resolve customers' problems.
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
  • Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
  • Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
  • Refer unresolved customer grievances to designated departments for further investigation.
  • Determine charges for services requested, collect deposits or payments, or arrange for billing.
  • Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
  • Solicit sales of new or additional services or products.
  • Order tests that could determine the causes of product malfunctions.

Customer Account Executive / Help Desk Assistant

Confidential, Richmond, VA

Responsibilities:

  • Conducted technical for new hires on Confidential transmission boxes.
  • Received inbound calls from on customers' service on billing issues.
  • Used Citrix XenApp daily to record tickets.
  • Resolved escalated customer service issues.

AS400 D Confidential Analyst Help Desk Lead

Confidential, Paulsboro, NJ

Responsibilities:

  • Supported over 200 users and workstations on a daily basis.
  • Keyed in work orders.

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