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Help Desk Service Engineer Resume Profile

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VA

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Career Summary and Objective

Solutions-focused, team oriented, creative thinker with extensive customer service experience and end user focus. Quality Assurance and Project Management experience in mobile applications across multiple platforms: Android, iPhone, iPad, and web Firefox, IE, and Safari with experience with AGILE and SCUM methodologies, black-box and grey-box testing, working knowledge in XML, API, HTML, SQL, and JavaScript. Remote troubleshooting Cisco and Polycom telepresence units as well as proprietary medical equipment and software. Telecom and Network Operations Center experience:VoIP, PUTTY, Netcool, GENBAND, LAN, WAN, Cisco switches, and Juniper routers. Experience with Microsoft Office 2010, XP, and Vista with Word, Excel, and Outlook as well as Mac OS.

Professional Experience

Confidential

Engineer doing remote troubleshooting for the Department of Veterans Affairs with a focus on Cisco and Polycom telepresence units, proprietary medical equipment, proprietary medical software.

Help Desk Service Engineer

  • Remote Troubleshooting
  • Cisco
  • Polycom
  • GlobalMed
  • Welch Allyn
  • Audiometrics

Confidential

Started as a Quality Assurance Tester with a 3 month contract, was then promoted to Project Manager and contract extended for another 3 months.

Quality Assurance Tester

  • Test mobile applications
  • iPhone
  • iPad
  • Android 2.0 to 4.0
  • Eclipse
  • Java SDK
  • Mac OS
  • AGILE Development Methodology
  • Report bugs in ticket system
  • Work with engineers and development team
  • Work with clients to define requirements and goals
  • Black-box Testing
  • Grey-box Testing
  • Regression Testing
  • Write and implement test cases

Project Manager

  • AGILE Development, SCRUM experience
  • Work with clients to define requirements and set project timeline
  • Manage development team to meet project goals
  • Black-box Testing
  • Grey-box Testing
  • Write and implement test cases
  • Responsive Web Design
  • User Interface Design
  • User Experience Design
  • Balsalmiq
  • Skitch

Confidential

Customer Support Specialist

  • Provide active and proactive support for customers
  • Handle incoming calls and make outgoing calls
  • Work in conjunction with multiple departments
  • Provide product information and answer questions
  • Actively enroll and inform new and potential customers at trade events
  • Key holder

Confidential

Started in the Managed Customer Service Center and was promoted to Network Operations Center Engineer after 6 months. While with the NOC my responsibilities included monitoring all the switches, gateways, and routes for the network of over 3500 clients. By addressing issues early and eliminating minor alarms and patch jobs I helped to clean up the alarm system allowing quick and efficient diagnosis of new issues and eliminating barriers to effective troubleshooting. While with MCSC I was responsible for MCSC clients. Provide support and troubleshoot any issues that the customers were experiencing. Proactively monitor and test customer routes to eliminate potential problems, explore new methodology, and institute fraud prevention measures to ensure quality service and enhance customers' profit potential.

Network Operation Center Engineer

  • Provide network assistance, monitoring, and troubleshooting for a variety of members both domestic and international.
  • Tier 1 support
  • Quality Assurance testing
  • Engineering report
  • Experience in the following:
  • Microsoft Office.
  • PUTTY to monitor gateways, route servers, and switches.
  • NetCool Alarm system.
  • GENBAND to monitor IP gateways and switches
  • GUI interface to manage customer's routes, pull call records, and troubleshoot problems
  • Remedy Ticketing System

Managed Customer Service Center

  • Provide active and proactive support for select VIP customers
  • Manage routes: real time monitoring of call volume and average duration over customer routes.
  • Quality Assurance testing
  • Provide loss and fraud prevention
  • Tier 1 support

Confidential

Teacher

Provide instruction in guitar playing to students on an individual basis, paying close attention to skill level and interests and adjusting curriculum accordingly.

Clerk

  • Provide excellent customer service
  • Adhere to store policies and procedures.
  • Instrument Repair
  • Key Holder

Confidential

Chef Consultant

  • Supervise catering events
  • Procurement specialist
  • Event Management
  • Hands on preparation of selected cuisines
  • Mixology

Confidential Agent

  • Provide excellent customer service
  • Provide information, and assist in procuring, supplemental insurance for union members and their families.

Confidential Line Cook Grill

  • Cook menu item to order
  • Ensure quality standards
  • Prep station
  • Breakdown stations

Confidential

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