Technical Support Engineer Resume

SUMMARY:

Understanding of Microsoft Server 2008 and 2012
Knowledge of TCP/IP protocol and network troubleshooting skills
Working Knowledge of Microsoft Operating system like Windows 7, Windows 8, and Windows 10
Working knowledge of Cisco routers and switches
Understanding of routing protocols (OSPF, EIGRP, BGP, TCP), LANs, WANs
Understanding of telephony protocols like SIP, MGCP, RTP
Knowledge of SIP, PRI and analog trunks
Experience with Microsoft Applications like MS Office, MS Project and Outlook
Experience with Mitel (ShoreTel) PBX system and phones
Working knowledge of mobile operating systems like iOS and Android
Working knowledge of ticketing systems like ServiceNow, Salesforce and Assyst
In depth understanding of ITIL and Project Management

PERSONAL SKILLS:

WORK EXPERIENCE:

Technical Support Engineer

Confidential

Responsibilities:

Provide technical support over phone, chat and email for Mitel (ShoreTel) PBX products
Ensure that reported issues are well understood and documented. Provide corrective action based on the analysis of collected information
Consult Knowledgebase and release notes for known problems
Consult Tier III for escalation and Engineering defect
Reproduce customer environment and replicate the issue in the lab
Manage customer communications and expectations until the closure of the case

Service Desk Analyst

Confidential

Responsibilities:

Create and manage tickets through Phone and Emails, log details into incident management system, troubleshoot issue or assign it to proper team
Decide the priority of an incident and engage supporting team in resolving Higher Priority Incidents
Troubleshoot issues like network printing, Citrix receiver application issue, VPN connectivity, Desktop Applications, AD, Lync, Skype for Business and Office365 issues
Assist users in setting up mobile devices (iPhone, IPAD, Android phone, etc.) and troubleshoot issues

Technical Support Professional

Confidential

Responsibilities:

Troubleshoot Hardware issue of printer and various connectivity problems with desktops and laptops. Provide excellent customer service
Document Incident/problem and troubleshooting steps performed accurately in a ticketing system
Provide excellent customer service

Telecom Project Engineer

Confidential

Responsibilities:

Responsible for managing installation of all required technical devices on site including CSU/DSU and Antenna. Meet identified project timelines
Ensure all proper safety equipment and procedures were used and followed at all times
Demonstrate ability to communicate effectively with staff, supervisor and clients