Field Services Engineer Resume

SUMMARY:

Information Technology (12 Years experience): software application and helpdesk support
Customer Service (7 Years experience): helpdesk, customer service rep
Management (6 Years experience): retail store management

TECHNICAL SKILLS:

Software: JIRA(Scrum), Salesforce, NetSuite, Crystal Reports, Access, Excel, Sharepoint (all MS Office products), Microsoft SQL Server Management Studio, Benthic Golden6, SQL Developer, CA Service Desk, Front Range, RightNowWeb, Bomgar, Dropbox, JDEdwards, Windows Server 2000 and 2003

Other: Web design: HTML, PHP, CSS, Dreamweaver, Frontpage and various FTP clients. Provide webmaster skills for scouts and church.

PROFESSIONAL EXPERIENCE:

Confidential

Field Services Engineer

Responsibilities:

Field Services Engineers handle the installation, configuration, troubleshooting and training of law enforcement agencies to use our software products, and provide customer - facing reports by creating ad-hoc SQL queries to generate the reports then analyze and interpret the report results.
Consulting with internal and external clients to gather requirements and propose solutions that meet the customer’s needs. Acting as subject matter expert, providing technical assistance and training to external clients on our products, supporting our eCommerce websites.
Testing client-facing web products and reporting issues; creating internal JIRA requests for product enhancement and improvements.
Updating various object-oriented databases, automating canned reports with Perl scripts.
Testing and maintaining data integrity and ongoing quality control of delivered reports
Previous duties required:
Troubleshooting software application and automated notification issues.
Identifying efficiencies, creating and maintaining support documentation, setting up and training team members; frequently querying the databases for various research projects.
Promoted to Team Lead after 8 months on the job.

Confidential

Team Lead

Responsibilities:

Daily tasks included diagnosing and resolving webhosting, e - mail, IIS and DNS issues. Handling incoming calls and e-mails from clients, assisting tier 1 techs with difficult situations and taking escalated calls from upset clients.
Helped administer the trouble ticket system.
Promoted to Team Lead after 6 months on the job.

Confidential

Customer Service Representative

Responsibilities:

Duties included fielding customer calls, entering and following up on orders with customers and salesmen, handling a multiline switchboard.
Handled up to 70 accounts, some very large: Ford, Keebler, GE.

Confidential

Store Auditor

Responsibilities:

Performed daily safe audits and reconciled sales; keyed transfers and receiving.
Performed general accounting and bookkeeping tasks, made daily deposits and checked and keyed inventory adjustments, performed financial auditing at store level

Confidential

Assistant Store Manager

Responsibilities:

Desktop support, end - user training
Troubleshooting network, e-mail, DNS issues
Strong problem-solving skills, SQL and some perl experience.
Excellent multitasking skills and customer relations / diplomacy

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