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Consultant\Staff Engineer Resume Example

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CONSULTANT\STAFF ENGINEER
Summary

Analytical Technical Customer Service Specialist with a vast knowledge of web applications, software and framework seeking to assist clients in all troubleshooting endeavors. Adept at resolving complex network issues. Critical thinker who addresses customer support issues quickly and who consistently exceeds performance standards.

Highlights
  • Troubleshooting proficiency
  • Exceptional telephone etiquette
  • Patient and diligent
  • Vast technical knowledge
  • MS Office proficiency
  • Windows XP/Vista
  • Microsoft Office Specialist (MOS)
  • Knowledge in MAC Systems
  • Superior verbal and written communication skills
  • Familiarity with Key Performance Indicators (KPIs)
  • Team leadership
  • Extremely organized
  • Self motivated
Accomplishments

Top representative in department with customer satisfaction surpassing 98%.

Awarded a Customer Excellence Award upon the completion of a project that created opportunities for more business.

Received award for customer service recognition and ability to work well with the other team members.


Experience
Consultant\Staff EngineerJan 2015 to Jul 2015
Company Name - City, State
  • As part of the Web Help Desk, Provided technical support covering all provisioned mobile devices at VA Medical Centers for the establishment, operation, administration, maintenance, migration, monitoring and retirement of information systems devices and applications within the VA mobile infrastructure.
  • Helpdesk Support included Tiers II and III.
  • Displayed courtesy and strong interpersonal skills with all customer interactions.
  • Referred difficult issues to upper management while maintaining positive rapport with customer.
Tier II LeadSep 2012 to Jan 2015
Company Name - City, State
  • Provided Tier 2 remote technical support for wireless mobile device management ad (BYOD) bring your own device users of iPhone, Android and Blackberry phones, tablets wireless hand held scanners and Bluetooth printers
  • Utilize a proprietary ticketing system to manage day to day trouble reports from field personnel and device users
  • Project management skills to handle inbound calls from over 90 Fortune 500 Companies
  • Teach non – technical through proficient customers alike how to utilize various Mobile, PC and Apple devices
  • Use of Microsoft Office suite tools for reporting and communicating with customers, managers and team members
  • Basic configuration, repair replacement and command line troubleshooting for various wireless mobile devices
  • Facilitates the resolution of all hardware, software, communications and procedural problems
  • Create and update Technical Training and Support Documents, Processes and Procedures
  • Ensure optimal productivity, quality customer satisfaction and technical resolutions are fully achieved in a timely manner
  • Configure and install new hardware, upgrades and relocating existing hardware for various business requirements
  • Decommissioning of outdated equipment as determined by vendor support contracts
  • Ensure all installations, upgrades and moves meets or exceeds customer standards
ContractorJan 2011 to Sep 2012
Company Name - City, State
  • Assisted AT&T Small Business Customers with wireless issues.
  • Provide first level problem determination and support to customers.
  • This included interviewing the user while analyzing the user's request, quickly determining the appropriate resolution/escalation, communicating the resolution/escalation to the user, and fully documenting the process from the inception through closure and subsequent follow-up.
  • Worked on proprietary software via VPN to resolve cellular billing, how to questions, troubleshooting, and network issues on Apple, Blackberry, Samsung, and various other cellular devices.
Technical Support Specialist IIJul 2008 to Aug 2010
Company Name - City, State
  • Utilized ticketing system for tracking customer interactions and problem resolutions, Trained and documented processes of support teams, assisted users with installing and troubleshooting software and hardware issues, assisted users with VPN Access, Performed workstation deployment of hardware and software installations.
  • Troubleshoot PC Operating Systems, Device Manager and TCP/IP configurations.
Lead Technical Support SpecialistMay 2007 to Jul 2008
Company Name - City, State
  • End users were provided support on a variety of hardware and software issues.
  • Identified, researched, and resolved technical problems.
  • I responded to telephone calls, emails, and personnel requests for technical support issues according to SLA.
  • Tracked and monitored the problem to ensure a timely resolution.
  • Additional responsibilities included; testing and analyzing software modifications and enchantments, producing system generated reports, and assisting in the month end process of PSA software systems.
Network Support SpecialistJul 2004 to Feb 2006
Company Name - City, State
  • Users and vendors were provided technical support for the LAN/WAN networks.
  • Insured that the enterprise wide standards were met, Provided smooth functioning, maintenance and upgrading of PC Hardware and Software, utilized the following operating systems Win 98, Windows 2000 and XP, Worked with local vendors and service providers.
Network Operations SpecialistMar 1999 to Feb 2004
Company Name - City, State
  • Responsible for the monitoring of a variety of infrastructure systems such as routers, and switches.
  • Processed requests to Add/Change/Delete user profiles, Maintained accurate inventory of all hardware and software assigned to enterprise users.
  • Assured network reliability and reported outages to escalation team.
  • Certifications: CCNA (Cisco Networking) /A+ Hardware MOS (Microsoft Office User Specialist) /Panduit (Communications Line Installation).
Education
Certificate, Network Administration2004Center for Advanced Technology - City, State
Skills
  • CCNA (Cisco Networking)
  • A+
  • MOS (Microsoft Office Specialist)
  • PANDUIT (Communications Line Installation)
  • Basic Configuration and Support of Cisco Routers, (BES) Blackberry Enterprise Server, android, Apple IOS, Airwatch MDM
  • Knowledge of VPN, VOIP and MPLS & Wireless Networking
  • Current knowledge of software installation and upgrade procedures for desktop and Mobile OS Platforms
  • Proficient in supporting computer hardware peripherals and software
  • Expert in managing and navigating in most NOC, Remote Helpdesk, and Call Center Ticketing Systems
  • Re-Image computers, perform data migrations and restorations
  • Support and troubleshoot hardware and software problems for cellular, desktops and laptops

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Resume Overview

School Attended

  • Center for Advanced Technology

Job Titles Held:

  • Consultant\Staff Engineer
  • Tier II Lead
  • Contractor
  • Technical Support Specialist II
  • Lead Technical Support Specialist
  • Network Support Specialist
  • Network Operations Specialist

Degrees

  • Certificate , Network Administration 2004

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