Support Engineer Resume

SUMMARY:

I am seeking my next challenge. I am a people - centered individual with technical experience, as well as interest and acumen in training, business, and project management.

PROFESSIONAL EXPERIENCE:

Confidential

Support Engineer

Responsibilities:

Deployed, configured, and supported the voice over IP solution (Netsapiens) including number porting, dealing with origination and termination carriers, creating call queues and auto attendants, reviewing SIP call logs, identifying problems with bandwidth and packet loss, training users, and processing modification requests (approx 600 phones, and 700 DIDs/phone numbers)
Configured, and supported enterprise backup solutions (Veeam, Bacula, Datto and Appassure)
Trained internal staff and external customers on software and services in both formal an informal training sessions.
Planned and executed projects including new hardware/software installs, networking and server refresh and reorganization, migration to virtualized environments and migrating client infrastructure to a new data centers
Created documentation and training material for other technical resources as well as non-technical customers
Integrated documentation, ticketing, and device management systems to automatically populate and update as new devices were added (SolarWinds NAble, ITGlue, and Connectwise)
Performed general network troubleshooting and problem resolution (switches and routers were Cisco, Confidential, Sonicwall, and Dell)
Consistently brought additional revenue to the company by actively listening for the needs of the customer, remaining aware of market and technical trends, and bringing new product offerings and lines of business to the company
Supported computers, networking, Active Directory, server infrastructure, and lab equipment (balances, computer controlled microscopes, centrifuges, mass spectrometers, and other specialty equipment) in chemistry and microbiology lab environments for the Crop Science division of a multinational Fortune 500 company

Confidential

Desktop Support / Windows 7 Deployment

Responsibilities:

Worked in patient care areas, as well as clean areas and elevated security areas (Labs, Operation Rooms, Pharmacies, etc.)
Deployed Windows 7 to be the sole OS on physical hardware as well as on virtual machines, and multiboot machines
Backed up user data, restored data, confirmed that the new system was functioning properly along with all applications (including specialty applications)

Confidential

Systems Administrator

Responsibilities:

I helped maintain, update, and configure networking, and server equipment to ensure that the Remote Lab would function properly and meet the needs of Developers, Testers, and Technical Customer Service Representatives. (We maintained 99.9% uptime)
Installed and configured fiber optic and copper layer 1 switches, console servers, network controlled power distribution units.
I was the primary line of support for certification classes being run on the hardware in the remote lab across multiple geographies.
Worked with both physical and virtual (VMWare) workstations and servers running nearly all recent Windows versions and various Linux distributions (e.g. Mint, Cent, Ubuntu, Debian, and Red Hat ).
Connected Layer 1 using RJ-45 Copper, Fiber Optic, as well as proprietary cable from various device manufacturers.
Managed devices remotely using telnet, ssh, RDP, and VNC
Created and managed accounts for access to the remote lab.

Confidential

Help Desk Specialist

Responsibilities:

Developed and documented procedures for use by other technicians
Provided phone-based technical support for over 10,000 employees
Surpassed all call metrics on a regular basis and exceeded resolution rate goals by 10%
Supported remote employees using Citrix and VPN connections
Administered access permissions and created accounts
Performed troubleshooting on a hybrid Novell/Microsoft network

We provide IT Staff Augmentation Services!

We'd love your feedback!

Resume Categories

Client Services

Job Seekers

Visa Sponsorship