Senior Helpdesk Support Engineer Resume Profile Atlanta, GA - Hire IT People

OBJECTIVE

The opportunity to use strong, specialized knowledge to stand out amongst peers, grow professionally, and use optimized
skillset for overall benefit of the organization. I strongly desire a position through which I may positively impact the
organization by means of system administration, network administration, and overall technical troubleshooting

PROFESSIONAL EXPERIENCE

Confidential

Technical Support Engineer I

Respond rapidly to high volume of customer inquiries via phone, email and Salesforce ticketing system for Tripwire products: answer technical inquiries, diagnose reported problems or configuration issues, recommend possible solutions, follow issue through to resolution or escalate if research exceeds 30 minutes.
Document all technical inquiries and customer-reported problems in the customer tracking database and in the escalation tracking system, including the nature of the inquiry, and the resolution recommended
Adhere to company policies and procedures regarding customer handling processes, service entitlement verification, and customer registration and problem escalation.
Proven knowledge of Tripwire suite, including: IP360/CCM/SIH and PureCloud
Manage FAQ documents for SaaS services and provide support for Saas product offerings via chat, email, and portal

Confidential

Senior Helpdesk Support Engineer

Triage/ complete all inbound troubleshooting of computer hardware, software, and server applications
Facilitated day to day operations for more than 400 employees and over 25 doctors
Effectively coordinated efforts with upper management under high stress project engagements with time sensitive project windows
Worked directly with Active Directory to establish new users, manage group level policy, and desktop distributions within organizational units
Worked hands on with computer assembly, repair and troubleshooting of audio/visual installations, new site deployments and cable creation/ management
Assisted end users with Microsoft Suite including: Word, Excel, Access, PowerPoint, OneNote, Publisher, and Outlook

SOFTWARE/HARDWARE

Windows Server 2003	SQL Database	Centricity Practice Solutions	Secure Records Solutions
Windows Server 2008	PostgreSQL	Mitel/ Shoretel	Symantec Backup Solutions
Windows XP/7/8	Active Directory	Linux/ Unix/ Backtrack	CentOS/ Linux Mint Parted Magic