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Software Engineering Support Analyst Ii Resume

Alexandria, VA

SUMMARY:

  • Communicate effectively, both orally and in writing; ability to understand and carry out verbal and written instructions
  • Work within a para - military organization and respond readily to directives
  • Establish and maintain effective working relationships with co-workers, supervisors, and the general public; to work effectively as a team member

TECHNICAL SKILLS:

Software applications: WP, MS-Word, PowerPoint, Access, Lotus Notes, Excel, PC Tools, Adobe PDF, Acrobat Writer, Distiller, LaborPro Scheduling software, Metasploit, SNORT, WireShark, NMAP, VMWare, VirtualBox, Active Client, PowerShell

Operating Systems: DOS-WIN, MS-DOS, PC-DOS, MAC OS, Kali Linux

Hardware Systems: PC-LAN, XT, AT, Compatibles 

PROFESSIONAL EXPERIENCE:

Confidential, Alexandria, VA

Software Engineering Support Analyst II

Responsibilities:

  • Coordinate installations at customer sites prior to field technician arrival for implementation and serve as a post-implementation point of contact for customers
  • Provide telephone and email support, regular communication to customers regarding project schedules and implementation status
  • Verify technical equipment has arrived prior to implementation date
  • Coordinate with vendors and customers following appropriate policies and procedures
  • Navigate multiple systems concurrently to optimize efficiency and response time of requests
  • Use Microsoft Excel Spreadsheets to manage site and project details
  • Use the Active Client remote desktop to ensure systems are operational and up to standards
  • Establish specifications in written documentation and coordinate production with programmers

Confidential, Tysons Corner, VA

Technical Specialist

Responsibilities:

  • Provide first-level technical support to end-users on proprietary software and applications including installation, basic usage and appropriate service level to warranty
  • Assist team members and provide support and solutions to customer queries to meet company objectives
  • Maintain updated knowledge of company products and services to better provide customer support and service solutions
  • Manage base level IT support to consumer clients
  • Maintain composure and patience in face of difficult customer situations

Confidential, Tysons Corner, VA

IT Specialist

Responsibilities:

  • Acted as a member of the setup team to develop customer relationships with the ulture.
  • Installed software such as IWork’s, Office for Mac, Adobe Photoshop, HP Wireless Printer drivers, and more on Confidential Technologies as a member of the setup team
  • Trained customers of various backgrounds and levels on how to use their personal/business technology, which consist of products such as MacBook, MacBook Pro's, Mac Air, iMacs, iPad, all iPod Models, and iPhones
  • Provided concrete customer service and support of all standard applications and hardware including hardware resets, password resets/setup, account setups, iTunes and App Store walkthrough
  • Performed basic troubleshooting procedures on iOS devices and MAC OS Computers
  • Delivered exceptional customer service while maintaining a high degree of professionalism
  • Built a community of loyal customers

Confidential, Woodbridge, VA

Bakery Team Leader (TL)

Responsibilities:

  • Managed bakery operations, employee schedules, customer relations, action planning, and food and human safety
  • Wrote three reports per week for managers and team
  • Led a team of bakers and 8 sellers
  • Provided and executed a variety of employee standards, continuous improvement, and guidance in the work environment.
  • Fostered communication, composure, and relations to ensure a well-balanced staff rapport, in addition to their performance
  • Created a structured environment for team goals and for task priority accomplishment, through the use of delegation and time-management
  • Made quality and timely decisions based on considerations for the customer and employee, while enforcing corporate and regional regulations
  • Analyzed employee work performance to provide feedback in the form of goals, reviews, or other guidance
  • Ordered product for purchase using forecasting based on service levels
  • Maintained operational efficiency through the use of mechanical equipment including: motorized pallet jack

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