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Support Engineer Resume

SUMMARY:

Early career professional striving to pursue a career that will leverage my technical skills while gaining some management experience. Aiming for self - growth while serving as an asset to the company, team, customers and partners.

TECHNICAL SKILLS:

Proficient in: Adobe Creative Cloud (Illustrator, Photoshop, XD & Dreamweaver)

SKILLS:

  • Well versed in MS Office 365 (Word, Excel, Outlook & PowerPoint) & Google docs
  • Mastery of Excel (including Pivot Tables & VLOOKUP)
  • Technical Writing
  • Multi-Tasking
  • Data Entry
  • Time Management
  • Social media (Facebook, Twitter, Instagram)
  • Customer Engagement
  • Project Management
  • Proficient in C++, JavaScript and Python, SQL Server 2010-2016
  • Installation of software and peripheral devices, such as monitors and keyboards, as well as hard drives as needed.

EXPERIENCE

Support Engineer

Confidential

Responsibilities:

  • Provided in - depth technical support for customers and partners via phone and e-mail support, while ensuring satisfaction with Confidential software.
  • Determined the best approach for resolving technical issues that will yield the desired turn-around time and optimal customer solution while minimizing the impact to the customer.
  • Engaged and collaborated with other Confidential groups, including escalation teams, to obtain resolution to critical, complex issues.
  • Engaged management, as needed, on highly sensitive or recovery issues.
  • Identified issues that occur frequently and help create a knowledge base article to solve/workaround that issue.
  • Managed crisis situations that may involve technical challenging issues and diverse audiences.
  • Diagnosed and analyzed trace files to find various types of errors.

JR. Security ANAlyst

Confidential

Responsibilities:

  • Responded to security incidents and escalated or deescalated their priorities.
  • Created pivot tables in Excel to summarize and analyze data related to security networks. Through this I detected some discrepancies and alerted the Security Manager of these findings.
  • Triaged, reviewed and investigated security activities reported by Security Operations Center (SOC).
  • Maintained information security records, facilitated and managed security change requests (CR).
  • Performed/request securest action such as but not limited to whitelist/blacklist websites.

SECRETARY

Confidential

Responsibilities:

  • Organized first HACKHouston; the first Hackathon to be held at an HBCU.
  • Represented and assisted the president at meetings, via telephone and in writing, as needed.
  • Responsible for taking minutes during meetings and compile memo’s afterward for distribution to stakeholders.
  • Responsible for recruiting new members.

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