Customer Engineer Resume

SUMMARY:

Over 15 years’ experience with local and wide area networks
Over 10 years’ experience with trouble shooting and break fix of computer hardware and peripheral
Technical projects with small, medium and large scale size.
Remote access software including Active Directory, PC anywhere, VNC viewer and RDP.
Worked with various ticketing systems such as Remedy
Knowledgeable of EDI Services and support

EXPERIENCE:

Customer Engineer

Confidential

Responsibilities:

Confidential

Desktop Support

Responsibilities:

Confidential

Desktop Support

Responsibilities:

Confidential

Desktop Support

Responsibilities:

Confidential

Desktop Support

Responsibilities:

Confidential

Helpdesk Analyst

Responsibilities:

Resolved inbound Confidential Employee service requests via email, instant message, and/or telephone
Supported Confidential employee transition from IBM Same time to Microsoft Office Communicator
Supported Confidential employee transition from Windows XP to Windows 7
Provided Microsoft Outlook and Microsoft Office Communicator support to employees internationally
Correctly routed and escalate cases to the appropriate escalation group(s)
Tracked issues, problem - diagnosis, and solutions accurately via Ticketing software and email
Used the Confidential I.T. knowledgebase, the intranet, and the internet to research issues
Communicated problem-solving strategy with the team-leads for submission to the knowledgebase

Confidential, Columbus Ohio

Field Technical Representative

Responsibilities:

Responsible for unit level repairs on HP products
Travel within The region for contractual and warranty repairs
Time Management, Parts ordering and Customer Service
Configure transfer and image machines with company logo and software using ghost and SMS software
Install drivers and upgrade firmware for any peripheral equipment using product software
Troubleshoot Ethernet and wireless connectivity issues and assist with network admin issues