Support EngineerÂ Resume

SUMMARY:

Systems Administrator with over six years of solid IT experience in deploying and ma naging IT systems for fast paced environments.

TECHNICAL SKILLS:

Solutions Research, Design and Implementation
Virtual Server Management; VMware
Microsoft Operating System Installation, Support and Maintenance; Windows XP, Windows 7, Windows 8, Windows 10, Server 2003, Small Business Server, Server 2008 R2 and Server 2012
Microsoft Exchange 2010
Microsoft Office 2010
Active Directory, Group Policy, WSUS and Domain Controller Management
Data Backup and Recovery
Network Security; Firewall Management, TrendMicro Antivirus, Vulnerability Assessment and Remediation, Google Apps and Spam Filter
Remote System Maintenance and Management; Labtech
Ticketing Systems; BridgeTrack HDA, Dell Kace, ConnectWise, Salesforce Desk
Phone System Management
Mobile Device Support
Wireless Network Management
Customer Relationship Management Systems (CRM); Personify, iMIS, Aptify, Microsoft Dynamics and Sage ACT
Warehouse and Shipping Logistic Systems; SendSuite, InfoShip and Intellitrak
VPN and Remote Application Systems; Cisco, Citrix, WatchGuard, Logmein and NetExtender
EMC Storage Management
File Server, Secure FTP, and Efax Management
Data Cleansing and Processing
Basic SQL Programming
Basic Network Programming
Crystal Reports
Procedure and Policy Documentation
Change Management
Quality Assurance
Customer Service
Client Relations
Team Leadership

PROFESSIONAL EXPERIENCE:

Support Engineer

Confidential

Responsibilities:

Provide international technical and customer support via phone, chat and email
Train customers on best practices, and provide guidance in building their phone system, optimizing marketing efforts, generating custom reports and integrating with external applications
Report and follow up on software bug reports and feature requests, and provide feedback or confirmation of resolution
Customer website testing and troubleshooting
Submit and manage trouble tickets with upstream phone carriers to ensure issue resolution
Keep informed on deployment updates, system outages and industry news

Systems Engineer

Confidential

Responsibilities:

Provide technical support via phone and email
Remote system management and maintenance
On - site technical support, system repair and maintenance, and wireless network mapping and optimization

Systems Administrator

Confidential

Responsibilities:

Manage over 70 physical and virtual servers for multiple locations
Network design, implementation, management and security for multiple locations
Deploy and manage warehouse management systems, content management systems, backup appliances and unified security management systems
PCI and SSAE compliance project leadership and certification maintenance
Government contract support
Implement and maintain web chat solutions while assisting with deployment on client web domains
Secure mailroom installation assistance, including cameras and X-Ray equipment
Coordinate with multiple vendors for software and hardware troubleshooting
Coordinate with client IT Departments for software and network troubleshooting
Managed a smooth transition to a new Telco and Internet Service Provider
Continue to manage and maintain all responsibilities outlined under Technical Administrator below

Technical Administrator

Confidential

Responsibilities:

Help Desk, hardware and software installations, system upgrades and workstation relocations
Active Directory, Microsoft Exchange, WSUS, GPO, Syslog, FTP, E-Fax, Antivirus and Firewall management
SQL, web and programming department assistance with routine tasks
Systems administrations assistance in server and network equipment installations, including crafting network cables
Data Analyzing assistance in data processing, deduplication and address corrections
Printer network management and hardware maintenance
Convention Center workstation deployment and on-site support for client conferences
Phone system management, including programming, patch panel maintenance, agent routing and building customized phone queues for all clients in our Call Center

Customer Service Representative

Confidential

Responsibilities:

Customer service for several client contracts, including membership renewal, event registration, publication and subscription processing and product troubleshooting
Data entry in multiple client CRM and legacy systems
Website quality assurance and editing on special projects
Warehouse, mailshop and strategic outreach department assistance

Service Coordinator

Confidential

Responsibilities:

Customer Service and Remote Help Desk Support
Service Department inventory management
Field Technician dispatch
Installation Department assistance with dispatch and assembly
Assisted with designing a new Service Department inventory database
Held management positions at various retail and service establishments, including Starbucks, Nordstrom, GameStop and Suncoast