, , 100 Montgomery St. 10th Floor(555) 432-1000, resumesample@example.com
Summary
Seasoned Support Engineer well-versed in supporting users and troubleshooting common problems. Versatile professional bringing remarkable understanding of network operations and resilient nature focused on finding root causes and making permanent improvements. Offering 3+ years of experience working in high-pressure environments to address customer concerns and questions While Consistently friendly and professional when handling diverse customer needs in high-volume call center environments. Smoothly manage workflow and optimize team strengths to meet service quotas with Proven expertise products, service and customer needs. Familiar with analyzing documentation, liaising between parties and handling both routine and complex issues each day. Able to identify and resolve concerns while promoting new products and meeting sales objectives
Skills
Windows, iOS, Apple OS X, Android, and Linux
Networking: LAN/WAN, TCP View packet Analysis
Hardware: Installation, configuration, and diagnostics for PCs and mobile devices
Software: MS Office, vFire, BCM Remedy, AD Astra, DEPO, SWIFT, DOTIIS, UEM Console, Zendesk Experience
09/2020 to CurrentCustomer Service AdvocateJohns Manville Corp | Phenix City, AL,
Encouraged customers to become self-sufficient with web-based and mobile support tools.
Consulted with customers to determine best methods to resolve service and billing issues.
Handled escalated calls for front-line associates to address complex issues and restore customer satisfaction.
Monitored trends and recommended customer service improvements to enhance team success.
Managed inquiries via telephone, web chat and email each day with 55% quality score.
Provided IT and software trouble-shooting support to rest of the organization.
Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
03/2020 to CurrentSpace Systems Network TechnicianNorthrop Grumman Corporation | City, STATE,
Developed mechanisms for monitoring project progress and for intervention and problem solving with project managers, line managers, and customers.
Install, troubleshoot, service, and repair personal computers, related PC software, network cables and connectors for spacecrafts.
Conduct multidisciplinary research and collaborate with equipment designers and/or hardware engineers in the planning, design, development, and utilization of electronic data processing systems for product and commercial software.
Designed and developed compilers and assemblers, utility programs, and operating systems of spacecraft.
Provide backup and recovery services; managing file systems and disk space; and managing virus protection on a routine basis for aircrafts and spacecrafts.
Performed daily maintenance of computer systems to keep network processes fluid.
Provides working knowledge with orbital mechanics and satellite constellation orbit design for spacecrafts and DOD aircrafts.
Installed and configured printers and scanners, resetting default device passwords to prevent cyber attacks.
Configured new employee work stations, including all hardware, software and peripheral devices.
Maintained inventory of IT supplies by checking and documenting levels regularly.
07/2019 to 07/2020Client Systems Technician/PC SupportChickasaw Defense | City, STATE,
Deployed, Monitor, maintain, upgrade, and deliver end user support remotely, over the phone and onsite to support IT systems including PCs, operating systems, network hardware, software, peripherals, VoIP telephony, mobile devices, and office equipment.
Provide technical support for clients on installation, configuration, and ongoing usability of system hardware and software.
Provided Active Directory account management by resetting passwords, and unlocking accounts.
Improved reliability of supply chain software, systems, database and order processing.
Troubleshot malfunctions with systems and programs to pinpoint root cause of issues and restore.
Resolves desktop and network issues to restore service.
Developed streamlined task system to provide more effective workflows for both peers and management staff.
Executes hardware/software deployment projects per the deployment plan.
Performs software installation, configuration and troubleshooting.
Upgrades software packages and applies updates and fixes to any existing software products.
Demonstrated competency and responsibility for opening, tracking and closing trouble tickets.
Coordinated installation of updated computer programs and systems.
12/2016 to 04/2019Enterprise Service Support Technician Tier II/ HBSS Tier INOVA Corporation, Defense Information Systems Agency | City, STATE,
Analyzed diagnostics of applications eMASS, ACAS, Form 7, and VDI related applications on a Tier I level across NIPR and SIPRNET to ensure mission partners and end users are at full operating capacity.
Provided high-level technical systems administrative support and direction for Windows-based Operating Environments, and with IOS, and Android devices.
Conducted performance monitoring and work as part of a team to provide support when required and support cybersecurity and IA policy efforts to maintain the cybersecurity posture of supported systems, related hardware, and support tools.
Supported all Level II/Tier I Service Desk functions as a POC for enterprise related issues and outages of POD’s, by Coordinating with Tier III Tech support to ensure issues are resolved in timely manner.
Provides expert technical guidance for assigned applications on NIPR and SIPR side and technology systems to include but not limited to Microsoft Windows Server 2008 and R2, Microsoft Exchange 2010 SP2, Microsoft Active Directory Services, remote access via VPN and server hardware while Proficient in the execution of Microsoft (MS) power shell scripts.
Utilized provide monitoring tools including but not limited to System Center Operations Manager (SCOM), NOC5, and Box tone according to provide guidance, policies, and processes.
Generated reports and updated files and documentation.
Provided system administration and maintain operations of HBSS servers on Tier I level for mission partners to ensure end users equipment is compliant with Agency Policy.
Documented repair processes and helped streamline procedures for future technical support actions.
Updated software versions with patches and new installations to close security loopholes and protect users.
Education and Training
Expected in 2024Bachelor’s Degree | Cyber SecurityUniversity Of Phoenix, Phoenix, AZ, GPA:
Expected in 2021Bachelor of Science | Criminal JusticeMid America Christian University, Oklahoma City, OK, GPA:
Expected in 2014Associate of Science | Computer Science and MathematicsOklahoma City Community College, Oklahoma City, GPA:
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School Attended
University Of Phoenix
Mid America Christian University
Oklahoma City Community College
Job Titles Held:
Customer Service Advocate
Space Systems Network Technician
Client Systems Technician/PC Support
Enterprise Service Support Technician Tier II/ HBSS Tier I
