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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