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Sr. Desktop Support Engineer Resume

Herndon, VirginiA

SUMMARY:

  • Senior Technical Support professional with more than 12 years of experience providing technical consultation, support, and/or training to clients of computer or other technology - based systems.
  • Worked directly, both over the phone and via electronic communication, to troubleshoot and resolve complex issues.
  • Managed issues and expectations through the incident resolution process via online ticketing application.
  • Provided technical support of hardware, applications, operating systems, and networking.
  • Proficient in troubleshooting and diagnosing issues relating to various operating systems, and hardware and software applications.
  • Participates as a productive project team member through timely completion of assigned tasks.
  • Participates as a project team member and makes recommendations for routine problem solutions.
  • Knowledgeable of technology principles and terminology associated with the work unit and area of responsibility.
  • Able to mentor and/or train peers and others as necessary
  • Solicits relevant information from client in order to sufficiently describe non-routine problems to technical expert, and effectively communicate solution to client.
  • Ability to independently resolve routine and non-routine problems. Ability to solve problems and perform diagnostics on software and/or hardware. Communicates and interacts with hardware and software vendors as appropriate.
  • Organizes and follows complex and/or detailed technical procedures.

TECHNICAL PROFICIENCIES

Platforms: Windows 2000/XP Pro, Windows 9x/NT/Vista/7, MS-DOS, UNIX, Linux, IBM

Tools: Microsoft Office Suite(2000, 2003, 2007), Lotus Notes, WS-FTP, SQL Server (2000, 2005, 2008), Oracle, .NET Studio, Deltek Accounting Systems, Intershop, Mercantec Soft Cart, Miva Merchant, Netscape Suite, Site Server, Confidential SDK/Payflow Link, Visual Studio, Remote Desktop, SSH, Telnet, Remote Desktop, Putty, Toad, Windows Maintenance Tools, IE (All versions), UPS, Diagnostic tools

Languages: SQL, Envision, C/C++, Microsoft SharePoint, XML, HTML, PHP, Visual Basic, Cold Fusion, ASP, ADO

CRM Software: Vantive, Siebel, Remedy, E Frontoffice, Clarify, Magic, Salesforce

PROFESSIONAL EXPERIENCE

Confidential, Herndon, Virginia

Sr. Desktop Support Engineer

Responsibilities:

  • Assist in the coordination of the Project assisting the Program Manager to ensure problem solution and user satisfaction, and making recommendations when needed.
  • Daily tasks consist of level 3 Support for IT management issues, preparation of Hardware for Technology Refreshment, destruction of media systems in the excess process, verification that destruction of data on stored media was complete, and numerous other duties as assigned .
  • Perform system administration for customer systems. Installing, configuring, trouble-shooting, diagnosing and resolving issues with Microsoft Windows, Office and desktop applications.

Confidential, Fairfax, Virginia

Technical Support Analyst

Responsibilities:

  • Supported more than 775+ 2-year and 4-year college locations including their students, faulty, and staff members by resolving connectivity problems, addressing inquiries, and troubleshooting technical issues.
  • Prioritized and corrected issues while ensuring minimal disruption or "down time"; managed student information systems, maintained records, and served as Web Advisor. Performed in-depth diagnostics to compile data and identify technical problems.
  • Assisted clients in creating, debugging, stored procedures, and administrative tasks in SQL server (2005, 2008), Oracle, and IBM relational databases for Confidential ’s software.

Confidential, Fairfax, Virginia

Information Technology Analyst

Responsibilities:

  • Responded to technical inquiries from faculty, staff, and students; managed telephone calls, emails, and service window services, ensuring timely resolution of technical issues.
  • Provided instruction and support as Technical Liaison.
  • Maintained and supported computers, applications, and networks.

Confidential, Fairfax, Virginia

Technical Account Manager

Responsibilities:

  • Provided 24x7 support; managed incoming calls and mails regarding technical issues.
  • Communicated with onsite customers to troubleshoot, diagnose, and resolve malfunctions.
  • Escalated, logged, and tracked ongoing issues; generated reports detailing frequent and/or ongoing problems.

Confidential, Sterling, Virginia

Premier Technical Support Account Manager

Responsibilities:

  • Provided technical support related to MCK and SDK e-commerce software packages.
  • Created custom monthly “status” reports using SQL server 2000 (tables, filters, and administrative tasks).
  • Established and maintained collaborative relationships with financial institutions and credit card processors.
  • Analyzed and prioritized service requests; escalated and tracked issues.

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