Software Engineering Support Analyst Ii Resume
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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