Field Engineer Resume

SUMMARY

Experienced, desktop professional, with comprehensive experience in Customer Technical Support. Possessing strong problem solving skills with the ability to work under pressure. Cultivates client relationships and strives to exceed customer expectations. Skilled professional who works well independently as well as with diverse teams and projects Excellent organizational skills and focuses on attention to detail, without losing site of the goal to deliver high quality services in a timely manner. I am a US Navy, honorably discharged, veteran.

Operating Systems/Environments:Windows 98, Windows 2000, Windows XP

Network Protocols:TCP/IP, DHCP

Hardware:Dell Desktop and Laptop, HP Desktop

Software/Tools:Sysprep, Ghost, Bart, Remote Desktop

EXPERIENCE

Confidential, Auburn, MA 2012 – 2012
Confidential is a provider of business technology solutions and services.
Field Engineer
Provided second level desktop and break/fix support for various clients in the New England area. This support included Microsoft Operating System installations, hardware repair and installation of other applications as requested by the customer.
Worked with network and server administrators to ensure connectivity to file and print servers was maintained. Had administrative access rights to Domain servers, DHCP servers, Microsoft Exchange servers and File and Print servers. Enabling the ability to supply resolutions for users when other support members were unavailable.
Supplied both onsite and remote support using, Logmein Central, for all clients.
Reconciled service requests using ConnectWise service request system.

Confidential, Shrewsbury, MA 2010 – 2010
Contractor
As a contractor, performed general collection of excess equipment to be shipped to headquarters in Shakopee MN for salvage.
Assisted in build out of new engineering labs by running data and voice cabling, labeling and placing outlets in proper configuration for upcoming lab moves.
Provided desktop support for the Shrewsbury facility which included break/fix hardware support as well as system imaging and rebuilds.

Confidential, Shrewsbury, MA 2001 – 2009
Confidential is one of the world’s largest disk drive manufacturers who acquired Maxtor Corporation in 2006.
Staff Specialist – Desktop Systems
Provided second level desktop support for the Shrewsbury facility which included Microsoft Operating System installations and repair along with other Microsoft applications. Coordinated with network administrators to resolve network issues, such as connectivity issues to file and print servers. Resolved PC hardware issues, such as hard drive replacement, interface controllers and motherboard replacement.

Reconciled user service requests utilizing the Remedy service request management system.
Implemented cost saving measures by rebuilding/redeploying hardware, saving approximately $150,000 in new equipment purchases.
Reduced turnaround time for down systems by 50% through building and maintaining system images using Sysrep and Ghost utilities.
Configured systems on an individual basis for users, setting up user system and email profiles.

Confidential, Shrewsbury, MA 1995 – 2001
Confidential, a manufacturer of tape storage units, was the number two disk drive manufacturer until it sold its disk drive division to Maxtor Corporation in 2000.
Senior Response Center Analyst

Provided first line response to the user community. Resolving 40% of all initial calls, supporting 1600+ people including Shrewsbury MA., Kanata and remote US Sales offices. Resolved issues concerning Desktop, Network, Applications and Systems support through telephone support and escalated calls to the proper group when necessary.
Provided backup to corporate response center, when they were unavailable, supporting entire Quantum Corporation. Resulting in uninterrupted service to the corporate user community.
Received administrative access rights to NT Domain servers, DHCP servers Microsoft Exchange servers and NT File and Print servers. Enabling the ability to supply resolutions for users when members of other support groups were unavailable.
Documented information for technical tips web page by supplying input to the online knowledge base.
Conducted customer surveys to obtain feedback on performance of the IS organization as service providers.
Selected to set up and configure test PC’s when needed for Network monitoring and Windows 2000 Server environment.

EDUCATION / TRAINING

Certification: MCSA, CompTIA Security +
Certification: CompTIA A+

Supporting Windows 95, Supporting Windows NT4.0 Workstation and Server, Microsoft Exchange Server 5.5 Concepts and Administration, Supporting Microsoft Windows 2000 Professional and Server and Supporting Microsoft Windows XP.

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