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collaboration support engineer resume example with 9+ years of experience

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Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000, resumesample@example.com
Summary

Talented Collaboration Support Engineer adept at applying abilities, drive, and technical skills to positively impact voice over IP communications. Proactive and hardworking team player with focused mentality and rigorous, detail oriented approach.

Skills
  • Cisco Unified Communications Manager
  • Ineternetwork Operating System
  • Service Now ticketing software
  • Virtualization Software (VM Ware, Virtual Box)
  • Customer Relations
  • Verbal and Written Communication
  • Complex Problem Solving
  • Attention to Detail
  • Troubleshooting and Diagnostics
  • Organization
  • Team Player
  • Windows OS and Microsoft Office Suite
  • Linux OS
  • New Hire Onboarding
  • Procedure Compliance
Experience
10/2019 to Current Collaboration Support Engineer Total Wine | Glendale, WI,
  • Worked with a team to provide real-time support for IP phone communications through Cisco Unified Communications Manager (CUCM) for a Fortune 500 retailer.
  • Provided detailed documentation of troubleshooting, tracking, and escalation of customer issues through ServiceNow ticketing software.
  • Conferred with vendors to obtain replacement hardware and escalate more complex concerns.
  • Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.
  • Consulted via telephone and email to understand user problems, ask probing questions to locate root causes, conduct troubleshooting, and implement real-time configuration changes to attain solutions.
  • Assisted in the onboarding of new associates by training them in the use of CUCM, ServiceNow, Internetwork Operating System (IOS), Cisco Webex and troubleshooting processes.
11/2016 to 09/2019 Delivery Driver United Parcel Service, UPS | City, STATE,
  • Safely delivered hundreds of parcels daily to private and business addresses while adhering to tight timelines in order to meet varied customer needs.
  • Organized and routed deliveries according to designated areas to maintain efficient delivery times while maintaining delivery deadlines.
  • Handled customer complaints with utmost professionalism and knowledgeable responses to maintain trust and company loyalty.
07/2012 to 07/2016 Adjutant (Manpower Officer) United States Marine Corps | City, STATE,
  • Lead and managed a team of 8 administrative specialists to provide for the administrative and logistical needs of a 540 Marines and sailors.
  • Oversaw 17 inspectable administrative programs increasing administrative unit readiness by bringing four previously “non-mission-capable” programs to a “mission capable” status.
  • As the unit Legal Officer, provided subject matter expert guidance to the Commanding Officer to ensure all legal cases were handled in accordance to the Uniform Code of Military Justice.
  • Processed an average of 40 administrative action requests per month for individual Marines and Sailors often dealing with sensitive information and a short timeline.
  • Created monthly reports on the staffing level of the organization to measure the units readiness to deploy and to inform the chain of command of any manpower deficiencies.
  • Gave by-weekly briefs on the staffing status of the unit, and weekly briefs on the status of all legal cases initiated by the unit or involving any Marine or Sailor assigned to the unit.
  • Reviewed, edited, prioritized and, routed over 120 pieces of internal and external correspondence per month for signature by the Commanding Officer improving turnaround time by approximately 24 hours on average.
  • Implemented new tracking procedures for all administrative requests and correspondence to better manage customer expectations and provide answers regarding the status of administrative requests.
  • Liaised with military justice, medical, and law enforcement agencies to ensure paperwork for an average of 4 legal incidents per month was processed correctly.
  • Implemented new check-in procedures to ensure all incoming Marines were administratively ready to deploy resulting in an average increase of 5% in Government Travel Charge Card holders and Defense Travel System account holders.
  • Completed monthly audits of the Government Travel Charge Card program to ensure charge cards were being used in compliance with Marine Corps and Department of Defense guidelines.
  • Revised and lead the by-monthly in-brief to all incoming Marines and Sailors ensuring that each person knew the various legal and administrative resources available to them while with the unit and to communicate the Commanding Officer’s intent to all new check-ins.
  • Oversaw the records management program ensuring all official records were maintained, organized, and destroyed in accordance with Marine Corps directives.
Education and Training
Expected in 09/2019 to to | Information Technology MyComputerCareer.com, Raleigh, NC GPA:
Expected in 05/2012 to to | Biology Virginia Military Institute, Lexington, VA, GPA:
Expected in 06/2008 to to High School Diploma | Cary High School, Cary, NC GPA:
Languages
German:
Professional
Negotiated:
Certifications
  • CompTIA Server +
  • CompTIA A+
  • Microsoft Technology Associate (MTA) Server Administration Fundamentals
  • MTA Security Fundamentals
  • Linux Essentials
  • Cisco Certified Network Associate (in progress)

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Resume Overview

School Attended

  • MyComputerCareer.com
  • Virginia Military Institute
  • Cary High School

Job Titles Held:

  • Collaboration Support Engineer
  • Delivery Driver
  • Adjutant (Manpower Officer)

Degrees

  • High School Diploma

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