Project Engineer Resume

PROFESSIONAL EXPERIENCE:

Project Engineer

Confidential

Responsibilities:

Solely responsible for all technical aspects of deployment, upgrades, and tier 3 support for several major customers including Confidential
Subject Matter Expert for on - board entertainment, Content Management System, and Wi-Fi landing pages for all North American customers
Scripting expert - Write and maintain scripts and web applications for fault monitoring, configuration management, reporting, and any other needs
Tier Three support resource for escalations from Nomad support and customer VIPs

Global Service Improvement Analyst

Confidential

Responsibilities:

Responsible for technical and process improvement for global and regional support groups
Organized a competitive RFP process to integrate third party network monitoring tools
Solely responsible for integrating Confidential into existing support structure
Develop numerous web applications and scripts for the support organizations, including asset and configuration management, update rollout, and reporting
Provide comprehensive reporting for management, customers, and regional support groups
Responsible for patch and configuration rollouts to thousands of devices

Operations and Maintenance Manager

Confidential

Responsibilities:

Managed recurring revenue of >$15 million annually
Responsible for 20+ staff in North America including the IT Service Desk and Field Engineer groups
In dual role, Service Desk Manager of 24x7, 9-person Network Operating Center with staff in the US and UK
Supported projects across North America for transportation and technology leaders
Solely responsible for writing and presenting multi-million dollar support proposals
Responsible for all Service Desk processes, productivity, and efficiency improvements
Involved in bid strategy, proposal preparation, and RFP/RFQ responses
Responsible for the margin and expenses of the service, with a cost reduction mandate
Managed department to deliver the service at or beyond contractual scope and performance metrics
Primary POC for critical network outages for all customers
Successful planning and delivery of customer service offerings including support and maintenance
Identified problems areas and deliver solutions to enhance quality of service and prevent repeat issues
Created incident response procedures and documents
Drove customer service, consistency, reporting, and efficiency in all aspects of support
Implemented Just In Time inventory management for spare parts nationwide
Improved reporting capabilities for internal and external users

IT Helpdesk

Confidential

Responsibilities:

Lead of 24x7 Helpdesk supporting Confidential
Managed and trained internal and outsourced staff to ensure SLA compliance
Traveled to high-visibility customers to train and welcome prior to system adoption, or for major issues
Created scripts to compare call logs against SLA targets, generate millions of records to stress development systems, and generate sample identification documents for customer training
Maintained an asset management database to track location and status of Confidential

Depot Repair Technician

Confidential

Responsibilities:

Issued a DoD Secret clearance to maintain sensitive biometric credentialing and authentication stations
Represented TelosID at high-security facilities to deploy upgrades and train customers
Provided on-site and remote support for biometric authentication stations at military and commercial facilities
Solely responsible for maintenance and imaging of desktop and laptop computers for the Confidential RAPIDS/DEERS project, supporting a pool of thousands of sites worldwide
Solely responsible for maintenance of smart card printers used to print DoD Common Access Cards

Department Lead

Confidential

Responsibilities:

Responsible for maintaining standards and employee scheduling and training
Developed and conducted initial and follow on training for sales associates
Visited district stores to provide operational guidance at the request of district management

Systems Support / Program Analyst

Confidential

Responsibilities:

Upgraded software and hardware of project computers
Maintained test lab, and ensured inventory of equipment was up to date

TECHNICAL SKILLS:Management of global teams • Confidential RemedyForce • Confidential Footprints • RFP and RFQ responses • SLA and KPI establishment and measurement • Complex reporting • Asset management • Software deployment • Python, BASH, and PHP scripting • Helpdesk agent training • External training • Vendor management • Linux system administration • Solar Winds NMS • Zabbix NMS

We provide IT Staff Augmentation Services!

We'd love your feedback!

Resume Categories

Client Services

Job Seekers

Visa Sponsorship