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Global Service Desk Engineer Resume Example

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GLOBAL SERVICE DESK ENGINEER
Professional Summary
Detail-oriented,with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical issues with ease and patience. Technical Customer Service Specialist with the capacity to quickly learn and synthesize new networking technologies.
Skills
  • Customer service expert
  • Analytical and critical thinker
  • Fast learner
  • Skilled multi-tasker
  • Knowledgeable in Mac systems
  • Ruckus WiSE Level 1 Certification
  • Adept with wireless network design and implementation
  • Team Player
  • Hungry for growth
Work History
Global Service Desk Engineer, 01/2016 to Current
Dataprise – Rockville, MD
  • Resolved customer issues in a clear, courteous and straightforward manner.
  • Demonstrated professionalism and courtesy with customers at all times.
  • Identified and solved technical issues with a variety of diagnostic tools.
  • Followed up with clients to ensure optimal customer satisfaction.
  • Researched, troubleshot and resolved complex problems independently.
  • Consistently top 3 ticket closer in department
Reactive Field Service Technician, 06/2014 to 12/2015
Leapfrog Services – Atlanta, GA
Responsible for troubleshooting and resolving escalated issues at approximately 160 clients as a member of a 5-man team.Worked with other teams in the business to resolve issues.
  • Installed software, modified and repaired hardware and resolved technical issues.
  • Resolved customer issues in a clear, courteous and straightforward manner.
  • Demonstrated professionalism and courtesy with customers at all times.
  • Followed up with clients to ensure optimal customer satisfaction.
  • Conducted research to address customer concerns.
    • IT System Engineer, 09/2013 to 06/2014
    Barron\'s Fine Jewelry – Snellville, GA
    • Responsible for all IT equipment (PC\'s, servers, switches, security camera\'s, DVR)
    • Ran PPC & SEO campaigns for the business
    • Handled all interaction with back office vendors for IT needs (Software licensing, hardware purchases, proprietary industry applications, POS vendor, ISP, etc)
    IT Helpdesk Tier 1, 04/2013 to 09/2013
    MedQuest Associates – Alpharetta, GA
    Support approximately 1500 users in 8 states First line of support to answer calls coming into the helpdesk, as well as answering emails. Support several proprietary in-house applications
    Technician/Owner, 11/2012 to 05/2014
    WSTM IT Services – Duluth, GA
    • Owner/Technician of small IT Support Company
    • Supported small businesses and homes.
    • Installed wireless networks, migrated businesses to Office 365 and Google Apps, custom PC builds, virus removal.
    Global 1st Line IT Support, 08/2011 to 11/2012
    GSMA – Atlanta, GA
    • Supported users on a Global scale, across 4 continents.
    • Responsible for all North and South America IT system.
    • Migrated users from on premise exchange to Office 365
    • Implemented softphone solution for North and South American employees in an effort to reduce cell phone costs while traveling internationally.
    • Assisted rolling out video conferencing on a global scale to reduce travel costs for meetings.
    Intern/IT Operations Analyst, 09/2008 to 01/2011
    iHealth Technologies – Atlanta, Ga
    • Researched, troubleshot and resolved complex problems independently.
    • Worked closely with team members to meet or exceed all customer service requirements.
    • Installed software, modified and repaired hardware and resolved technical issues.
    • Provided base level IT support to non-technical personnel within the business.
    • Monitor production systems and in the event of issues, contact clients and troubleshoot problems to ensure meeting SLAs.
    Education
    Associate of Applied Science: Network Specialist, 2010
    Gwinnett Technical College - Lawrenceville, GA
    Information Technology
    High School Diploma: 2007
    Duluth High School - Duluth, GA
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    Resume Overview

    Companies Worked For:

    • Dataprise
    • Leapfrog Services
    • Barron\'s Fine Jewelry
    • MedQuest Associates
    • WSTM IT Services
    • GSMA
    • iHealth Technologies

    School Attended

    • Gwinnett Technical College
    • Duluth High School

    Job Titles Held:

    • Global Service Desk Engineer
    • Reactive Field Service Technician
    • IT System Engineer
    • IT Helpdesk Tier 1
    • Technician/Owner
    • Global 1st Line IT Support
    • Intern/IT Operations Analyst

    Degrees

    • Associate of Applied Science : Network Specialist , 2010
      High School Diploma : 2007

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