LiveCareer-Resume

it infrastructure engineer resume example with 9+ years of experience

Jessica
Claire
resumesample@example.com
(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
:
Professional Summary

Energetic Infrastructure Engineer enthusiastic about developing deeper understanding of engineering design and leadership. Natural leader and networker with hardworking, resourceful and competitive nature. 9 years of experience in Information Technilogy.

Skills
  • Proposal creation
  • Forward-thinking mindset
  • Analytical problem solving
  • Technology integration
  • Compliance understanding
  • Networking
  • SonicWall
  • Firewalls
  • Network security
  • Technical analysis
  • Firewalls, VPNs and security products
  • Microsoft Exchange
  • Problem resolution
  • Testing and troubleshooting
  • Data review
  • Programming
  • Systems administration
  • Linux operating system
  • Database development
  • Data backup and retrieval
  • Remote access technology
  • Windows and Linux
  • System analysis
  • Database design
  • Hardware documentation
  • Web platform development
  • Software development
  • Software testing
  • Hardware and software installation
  • Troubleshooting and debugging
  • Virtualization
  • Technical support
  • Operating Systems
  • Advanced problem solving skills
  • Application support
  • Logging support tickets
  • Desktop support
  • Data recovery
  • Data entry
  • TCP/IP
  • Website and portal monitoring
Education
ITT Technical Institute - Owings Mills Owings Mills, MD, Expected in 03/2012 Associate of Applied Science : Computer Networking Systems - GPA :
ITT Technical Institute - Owings Mills Owings Mills, MD, Expected in 12/2013 Bachelor of Science : Information System Security - GPA :
Work History
Rtx - IT Infrastructure Engineer
New Town Historical, MA, 09/2019 - Current
  • Gathered requirements for ongoing projects and organized details for management use.
  • Participated in development meetings for high-value customers and business operations updates.
  • Oversaw Application Development and Data Center projects to help customers build, secure and optimize their IT infrastructure.
  • Worked with Electrical Engineers to accomplish technical aspects of projects.
  • Managed and monitored all installed systems for highest level of availability.
  • Designed and implemented system security and data assurance.
  • Installed, configured, tested and maintained operating systems, application software and system management tools.
  • Monitored and tested application performance to identify potential bottlenecks, develop solutions, and collaborate with developers on solution implementation.
  • Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.
  • Resolved issues related to operational components for Local Area Networks, Wide Area Networks and voice systems.
  • Managed use of various types of databases and configured, installed and upgraded new ones.
  • Oversaw development and maintenance of organization computer systems and intranet.
  • Set up and controlled user profiles and access levels for each database segment to protect important data.
  • Planned and implemented security measures to safeguard vital business data.
  • Administered, supported and monitored databases by proactively resolving database issues and maintaining servers.
  • Worked closely with other team members in such tasks as troubleshooting and debugging.
  • Developed and created software applications for Mac and Windows systems.
  • Played major role in layout modifications to improve functionality.
  • Developed and evolved consumer-facing, multi-channel roadmap for desktop, mobile and mobile web applications.
  • Assisted Research and Quality Assurance department in creating software user manuals.
  • Collaborated with engineers, system analysts, and programmers regarding project capabilities and limitations to deliver optimal functionality.
  • Participated in design and planning exercises for future software rollouts.
Good Shepherd Hospice - Support and Services Specialist
Lebanon, MO, 04/2019 - 09/2019
  • Configured hardware, devices and software to set up work stations for employees.
  • Resolved proprietary software and SQL and WIndows Server concerns with little oversight.
  • Removed and replaced malfunctioning components to correct hardware problems.
  • Broke down and evaluated user problems using test scripts, personal expertise and probing questions.
  • Engaged end users and answered questions via email, phone, website live chat and in forums.
  • Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
  • Described common software solutions to customers to assist in problem resolution.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Provided solutions to operations issues for users of proprietary software and database, working closely via phone, email, live chat and web teleconference with end users.
  • Documented all transactions and support interactions in system for future reference and addition to knowledge base.
  • Analyzed Message-queuing and network issues to identify troubleshooting methods needed for quick remediation.
  • Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions.
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
  • Documented all changes and actions in computer-based tracking system.
  • Trained customer employees and managers on machine use and maintenance.
  • Consulted with customers to trace malfunctions and identify root causes, completing speedy repairs to return full performance levels.
Rentokil-Steritech - Service Desk Analyst
City, STATE, 01/2019 - 02/2019
  • Provided solutions to operations issues for users of AS-400 and Citrix, working closely via phone, email, live chat and web teleconference with end users.
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
  • Described basic OS solutions to customers to assist in problem resolution.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
  • Engaged end users and answered questions via email, phone, website live chat and in forums.
  • Processed over 50 support requests received over 8-hour period for technical assistance on wide range of issues related to G-Suite and internal mobile application.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Documented all transactions and support interactions in system for future reference and addition to knowledge base.
  • Analyzed Active Directory and Application issues to identify troubleshooting methods needed for quick remediation.
  • Answered 50 -60 incoming calls from residential and small business customers on Application and Job Schedule discrepancies.
  • Used ServiceNow ticketing systems to manage and process support actions and requests.
  • Answered support calls within 5 seconds to minimize delays and subsequent abandoned calls.
  • Managed high levels of call flow and responded to a vast array of technical support needs of customers.
Penguin Random House, LLC - Command Center Operator/Help Desk Analyst
City, STATE, 07/2011 - 11/2018
  • Identified and resolved process issues to encourage smoother procedures, more efficient workflow and overall business growth.
  • Completed frequent inspections to identify and resolve problems affecting performance.
  • Maintained high tech support standards for quality and productivity metrics.
  • Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
  • Provided customer support and technical support to 15-20 customers daily.
  • Trained and supported end-users with software, hardware and network standards and use processes.
  • Documented all transactions and support interactions in system for future reference and addition to knowledge base.
  • Resolved technical issues by troubleshooting.
  • Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions.

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

Your data is safe with us

Any information uploaded, such as a resume, or input by the user is owned solely by the user, not LiveCareer. For further information, please visit our Terms of Use.

Resume Overview

School Attended

  • ITT Technical Institute - Owings Mills
  • ITT Technical Institute - Owings Mills

Job Titles Held:

  • IT Infrastructure Engineer
  • Support and Services Specialist
  • Service Desk Analyst
  • Command Center Operator/Help Desk Analyst

Degrees

  • Associate of Applied Science
  • Bachelor of Science

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

*As seen in:As seen in: