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Senior Customer Support Engineer Resume

SUMMARY:

To work in a progressive environment where my skills and experience can benefit the organization.

TECHNICAL SKILLS:

Hardware: IBM Computers, Apple Computers, MacIntosh Computers, Dell Computers, Compaq Computers, Hewlett Packard PC’s, HP Printers, IBM Printers, Lexmark Printers, IBM Servers, HP Servers and Compaq Servers, Cisco Routers, IBM Kiosk, Kinetic Kiosk

Software: Dos, Windows 3.1, Windows 95, MS Office (Professional Edition)Windows NT, Windows 2000, Windows XP, Windows 7, Microsoft Vista, Banyan Vines, SMS, Remedy ticket tracking software

Languages Used: SQL, Unix, Sybase

EXPERIENCE:

Confidential

Senior Customer Support Engineer

Responsibilities:

  • Manages the development of a prescribed planning document; develops project charter
  • Partners with sponsors to secure project approval
  • Develops communication management plan
  • Defines project team roles and responsibilities, develops work plan structure and project schedule
  • Develops deployment plan; leads project meetings
  • Identifies, documents and prioritizes scope changes and facilitates approval process
  • Maintains and updates all project documents
  • Secures the appropriate skill sets for project
  • Sets and manages expectations with resource managers and team members
  • Provides performance feedback to team members and resource managers
  • Maintains issue log
  • Manage Service Level Agreements
  • Facilitates resolution of issues
  • Executes communication plans
  • Regularly reports status of reports
  • Manages and monitors ROI throughout the project lifecycle
  • Tracks and manages time and budget against plan
  • Develops testing strategy
  • Conduct project close - out activities
  • Prepares and participates in quality review checkpoints
  • Obtain/secure and archive necessary approvals
  • Manage and update project plan

Confidential

Business Associates-Project Manager

Responsibilities:

  • Consults with the COTR and utilize plans to help reduce costs and maximize efficiency in achieving requirements
  • Ensures that all activities conform to the terms and conditions of the tasks that are being requested by the COTR
  • Complete tasks within estimated time frames
  • Manage teams of 3-15 people
  • Schedule work and assign duties to subordinates
  • Prepare monthly reports for the government
  • Oversee technical subcontractors and vendors
  • Resolve unique system problems using new technology
  • Supervise the Windows NT 4.0 Roll-Out Projects and lead the IBA staff in the review of computer performance including hardware and software analysis and determination of equipment capacity level

Confidential

Team Leader/Server Administrator

Responsibilities:

  • Coordinate the acquisition, preparation and installation of computer equipment
  • Supervise the Windows NT 4.0 Roll-Out Projects and lead the Confidential staff in the review of computer performance including hardware and software analysis and determination of equipment capacity level
  • Set up and configure PC’s and add users to the Domain
  • Troubleshoot all applications and connectivity problems
  • Install and configure TCP/IP
  • Maintain Active Directory
  • Convert servers and printers from Novell to NT 4.0
  • Create and Install Fiber Optic Networks and Cables

Confidential

Systems Analyst

Responsibilities:

  • Provide backup and recovery procedures
  • Troubleshoot all system problems and Install software
  • Perform bi-weekly data refreshes and Run the Smartstream helpdesk
  • Assist all clients with any problems they might encounter with Smartstream

Confidential

Senior Client Engineer

Responsibilities:

  • Set up laptops, servers, and Install software
  • Disassemble equipment and pack it for shipment
  • Set up and configure PC’s
  • Perform diagnostic testing and troubleshooting
  • Maintain software and hardware inventory
  • Run, Test and Decode TCP/IP Packets
  • Monitor the network, route IP addresses, troubleshoot connectivity problems, and Install and configure TCP/IP
  • Provide backup and recovery procedures
  • Provide technical support to outside vendors

Confidential

Senior Technician

Responsibilities:

  • Repair PC’s, monitors and printers of all makes and models
  • Assist with shipping and receiving of new/old equipment at the Library of Congress
  • Configure PC software
  • Distinguish the difference between a hardware and software problem
  • Train technicians on troubleshooting and repair techniques

Confidential

Customer Engineer

Responsibilities:

  • Repair/Replace all PC monitors, modems and servers
  • Coordinate onsite visits with users
  • Investigate problem determination

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