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Application Support Engineer Resume

Stillwater, MN

PROFESSIONAL SUMMARY:

Confidential has experience working for major corporations in Minnesota, providing end - user support face to face, over the phone and remote assistance. Deals with vast clientele providing Security support and implementation for any IT needs, also has been a part and supervising/ managing/ leading IT Help Desk Teams and Projects. Communicates effectively, both verbally and in writing, including discussing and presenting recommendations. Has strong analytical, logical, and problem-solving skills to adapt to new information, shifting priorities, changing conditions, or unexpected obstacles. Multi-task oriented and keep multiple issues on track simultaneously . Organized, detail-oriented, proactive, self-motivated, dependable, and driven by excellence.

TECHNICAL SKILLS:

  • Installing, configuring and administering network technologies
  • Trained in OTDR testing and light measurements using J - berd 2000, 4000 and EXFO-930
  • Data Center Technician
  • Active Directory management
  • TCP/IP protocol troubleshooting
  • Routing concepts
  • Bridging and switching concepts and LAN technologies
  • Basic Configuration & VLAN
  • Basic Configuration & monitoring
  • Changing group, and assign permission on resources, recover of root password
  • BackB up and restore of all critical resources including router & switches IOS
  • Proxy Server on Linux and windows
  • Security administration port security on switch and IP security on Router via Access list
  • Secure NFS Servers with multiple Clients for File and Disk sharing
  • Computer and mobile devices assembling and maintenance.
  • Troubleshooting hardware and software problems.
  • Installing and configuring the peripherals, components and drivers.
  • Android and IOS hardware and applications.
  • VeriFone credit card terminals, Windows based Point of Sales systems
  • Motorola inventory scanners, Multifunction printers, Routers and switches
  • Patch panels, Ethernet cables, DSL modems and broadband, Coaxial cable installs

PROFESSIONAL EXPERIENCE:

Confidential, Stillwater, MN

Application Support Engineer

Responsibilities:

  • Provide Tier 3 IT application support to external and internal customers
  • Perform troubleshooting and assessment for issues that come in
  • Utilize ticketing systems to prioritize and respond to support issues and requests
  • Provide support updates to the application team for continuous improvement
  • Engage in excellent customer service
  • AD account support and troubleshooting
  • Cisco VPN support and troubleshooting
  • Windows Care Support and troubleshooting
  • Service now support and troubleshooting
  • Remote desktop support
  • Support Enterprise Quote team
  • Coordinate with teams and resolve all complex application and system issues.
  • Design and maintain expertise in flow of application process and systems related to company.
  • Administer and resolve applications issues, provide updates and perform root cause analysis.
  • Plan, execute books and implement applications and configuration change procedures to ensure optimal Quality assurance for all applications.
  • Develop, sustain and evaluate delegated business processes and related applications.
  • Supervise all alerts related to application and system procedures and provide services proactively.
  • Maintain good professional relationships with counterparts of engineering and customer support departments.
  • Install and prepare tools required for proper functioning of website front line applications on regular basis.
  • Organize and implement projects ranging from small to medium size and provide assistance to all processes under guidance of team Senior Engineers.
  • Perform root cause assessment and debug all issues on server domain, and availability of applications.
  • Coordinate with departments and QA departments and administer code migrations in various environments and production outputs.
  • Provide support and identify all issues and prepare appropriate documentation all issues and solutions.
  • Manage all production system and recommend ways to optimize performance and provide solution to problems and prepare reports for all problems.
  • Identify and provide resolutions ranging in complexity from medium to high.

Confidential, Plymouth, MN

IT Help Desk Support Lead

Responsibilities:

  • Team Lead, managed Windows 10 Migration Deployment Project \ Incident Management
  • Provide expert on-site and remote service support for all assigned tickets.
  • Review assigned tickets and resolve support issues remotely and on-site.
  • Discuss high-level technical issues with Customers.
  • Provide advice about technical issues and make recommendations to Customers.
  • Work Call center environment driven by metrics- 99% over the phone
  • Manager in-charge of the Windows 10 deployment team
  • Manage 10 users for the deployment project
  • Manage Information related to Security and email flag.
  • Migrated 4000 users from Windows 7 to Windows 10
  • Manage Automation tools for security.
  • Helped Linux Administrator to manage devices.
  • Manage SCCM Server for deployment.
  • Provide first and second level support for upgraded users to windows 10
  • Participate in device collection, configuration, and upgrade of client endpoint devices
  • Track and coordinate activities for incident resolution.
  • Communicate system outages and incidents appropriately to all areas of the business.
  • Facilitate or participate in incident triage meetings internally and with vendors.
  • Maintain and audit incidents in database to ensure data integrity.
  • Prepare and report out root cause analysis.
  • Participate in executive leadership meetings that focus on root cause and open incidents.
  • Provide metrics and reporting.
  • Conduct and document incident lessons learned sessions.

Confidential, Anoka, MN

IT Help Desk Support Lead

Responsibilities:

  • Team Lead of Information Technology Team
  • Lead all support IT help desk calls, create a ticket or escalate to proper department.
  • Helped with NOC team if no one is available, taking call and escalate issues to NOC group.
  • Responsible for issues related to laptops, and peripherals, such as personal digital assistants.
  • Took care of the second-level desk side issues that the first level was not able to solve “Convergeone”.
  • Managed, Set up and configured and reimaged computers for new users.
  • Responsible for any physical work relating to the computers, such as repairing software or computer hardware issues
  • 99% over the phone - Call center environment driven by metrics
  • Helped Remote users - 70% employees were remote users
  • Set up and troubleshoot VPN connectivity
  • Helped users to install Propriety software
  • Supported Windows 8 and 10
  • Supported Microsoft Shop/Office Applications
  • Supported HEAT and Service Now
  • Supported Active domain
  • Admin and support for Office 365 and Cisco AnyConnect
  • Supported SharePoint website.

Confidential, Minnetonka, MN

IT Help Desk Support/ Data Center Technician/ Fiber optics Tech

Responsibilities:

  • Ensure Data Center Operation success through network, server, and infrastructure monitoring
  • Installed, cleaned and performed OTDR and loss testing on customer single mode fiber optics
  • Installation from underground splice point to demark for wireless phone provider
  • Trained in OTDR testing and light measurements using j-Berd 2000,4000 and EXFO-930
  • Served as team member; trained and managed staff on installation, cleaning and testing fiber optic cables
  • Responsible for staff scheduling and customer resolution
  • Documented and reported results for later evaluation
  • Serve as first point of contact for customers needing assistance or turning up new services
  • Install network gear
  • Act as first line of defense for Data Center crisis, including natural disasters and power failures
  • Remote commonly used team email templates for better professionalism
  • Drafted and revised over thirty key procedural documents, resulting in reduced training an time
  • Helped implement change control committee to handle policy and procedure changes efficiently
  • Appointed senior abuse representative for legal issues regarding DMCA, copyright and network attacks.
  • Managed and supported Service Now
  • Managed and lead- supported IT help desk calls, created a ticket or escalated to proper department/s.
  • Helped NOC team in taking calls and escalating issues to NOC group.
  • Responsible and lead for issues related to laptops, and peripherals, such as personal digital assistants.
  • Took care of the second-level desk side issues that the first level was not able to solve “Converge one”.
  • Set up and configured computers for new users.
  • Responsible for any physical work relating to the computers, such as repairing software or computer hardware issues
  • Helped moving the equipments around in the office.
  • Took care of all XRS projects involving IT, or network issues
  • Worked with users to identify computer problems and advised on the solution
  • Logged and kept records of customer/employee queries
  • Tested and fixed faulty equipments
  • Responded in a timely manner to service issues and requests
  • Provided a high level of customer service to users and helped troubleshoot hardware, software and network issues (1,100,000 assets in more than 70 countries)
  • Notated all activities performed in ServiceNow ticketing systems
  • Utilized Knowledge base to follow standard operation procedure
  • Handled over average 60 calls per day to support HP IS-equipment such as HP workstations and laptops

Confidential, Richfield, MN

Retail Operations Analyst

Responsibilities:

  • Provided a high level of customer service to store agents to troubleshoot hardware, software and network issues Notated all activities performed in ServiceNow ticketing systems
  • Utilized Knowledge base to follow standard operation procedure
  • Supported Cisco switches, and routers PuTTY, and Virtual Network Computing, remote computer, OS server based reimage system
  • Supported Windows Server based reimaging support Acronis OS deployment tool win 7/ 8/ 10
  • Daily supported Confidential IS-equipments
  • Participated in acknowledging of issues related to end-users and escalated by the Service Desk support to their applicable priority
  • Supported ServiceNow system
  • Supported requests as received via IT Request system
  • Updated IT processes

Confidential, Bloomington, MN

Customer Service Help Desk

Responsibilities:

  • Day to day support tasks in support of on-site (campus) and off-site (remote) end users
  • Received, acknowledged and addressed end-user issues escalated by the Service Desk staff according to their applicable priority (high or standard)
  • Ensured appropriate ticket details as required within the ServiceNow system
  • Received, acknowledged and fulfilled end-user requests as received via IT Request system
  • Completed daily, weekly, and monthly reports; to include, but not limited to time submittal, TFS updates, status reports, inventory stock level monitoring, Kronos updates, At Task updates etc.
  • Participated in Agile task generation, update IT processes
  • Handled customer inquiries, complaints, billing questions and payment extension/service requests.
  • Repaired trust resources for problem resolution and design best-option solutions.
  • Interfaced daily with internal partners in accounting, field services, new business, operations and consumer affairs divisions.

Confidential

Technical Support Analyst- IT Support

Responsibilities:

  • Provided level 1 and level 2 hardware and software support to users via phone
  • Supported Windows Server based reimaging support via Acronis OS deployment tool
  • Supported Windows 7 / 8 / 10 / and Mac OSX
  • Supported all Apple hardware and software devices troubleshooting on iPhones, iPads, MacBook, iMacs
  • Supported to Mac OSX and iOS Programming
  • Provided technical support for incidents that were reported on first contact and escalate complex problems to dedicated support group to ensure prompt and efficient resolution
  • Utilized Global Request System application to track and manage user issues to ensure accurate records.
  • Supported Microsoft Office for Mac 2016
  • Supported (Spyware), Virus Issues on Mac OSX
  • Supported Hardware: Printers for Mac OSX

Confidential, Brownsville, TX

Technical Support Analyst

Responsibilities:

  • Provided level 1 and level 2 hardware and software support to over 20,000 users via phone, remote access and email
  • Supported Help desk and remote computers
  • Network Administrator for TCP/IP, DHCP, DNS, NAT, Cat5 Drops, cabling systems, patch panels, CISCO routers-switches-firewalls, SSH, SSL, IPSec
  • Supported Office 365, Exchange Server and Authentication (801.1x)
  • Supported network and wireless
  • Supported Windows and Mac devices.
  • Supported Android, Apple iOS- Tablets, smart phones, Wi-Fi, surveillance cameras GSM repeaters
  • Provided problem management support for incidents, which could not be resolved on first contact and escalated complex problems to dedicated support group resources to ensure prompt and efficient resolution
  • Utilized Tivoli and Peregrine service desk applications to track and manage user issues and to ensure accurate records
  • Supported Microsoft Office, Outlook, Internet (Spy ware), Virus Issues, Oracle, Operating Systems (Mac OSX, Linux, WINXP, WIN7, WIN8, WIN10), Mainframe
  • Supported Hardware support: Printers, iPhone, and iPads and Android devices
  • Responsible for training new employees and contractors as primary member of the training Management team
  • Offered training to ITIL based service management team
  • Supported Cisco Network Switches/Routers/firewalls, Active Directory, Fax Over IP Servers, Systems Management Server
  • Supported MS Terminal Server and Remote App
  • Supported MS Dynamics NAV, MPLS and VPN, Internet Information Server
  • Supported Avaya IP Office Phone System

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