Senior Engineer IT Support Resume Example
Senior IT Support Engineer with a strong background in all aspects of the software, hardware and VMware. Excellent analytical, project management and training skills with extensive experience supporting and networking Global Contact Centers and telecommunications equipment. Accomplished team builder and problem solver with strong organizational skills.
Meticulous Software Engineer bringing 25+ years experience in the IT industry. In-depth understanding of web technologies with a focus on delivering innovative business solutions.
Advanced knowledge of embedded systems Agile development methodologies |
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Commended for attention to detail and accuracy.
Received the Institute of Electrical and Electronics Engineers [Name of Award or Recognition] for contributions to [Name of Project or Innovation].
Awarded [Name of Award] for contributions to [Name of Project].
Elected to [Name of Elected Position] of [Name of Engineering Society].
Oversaw a decrease in average daily number of trouble tickets by [Number]%.
Recognized by the [Name of Organization] for contributions to [Name of Project].
Contributed to development of [Name of Product], earning sales of over $[Number].
Increased use of [Name of Product] by [Number]% in [Name of Industry].
January 2002 to January 2015
- Coordinated Special Accounts Customer Support.
- Administrated entire nodes including multiple severs under Solaris/Unix/ RHEL/NT/Windows and maintenance by adding new versions of SP and installing configuring all kind of patching and special fixing CRS.
- Identified software requirements for systems through the analysis of different platforms and operations.
- Defined data requirements and network solutions for very complex and diversified networks creating and integrating multiple interfaces for unique enterprise network areas.
- Constructed complex network settings for each server into individual clusters and clusters into nodes; separating internal and external Networks for better use of nodes and cluster resources such as, data-voice recorders- channels, Automatic Speech Recognition, etc.
- Enjoyed troubleshooting, reformatting and creating new files systems for entire clusters some for Disaster Recovery consisting of multiple severs under Solaris/Unix/RH/NT/Windows and proactive maintenance by adding new versions of SP and supervising remote configuration of Service Packs, specific PB fixings and Change Request System.
- Ana Schram 904-660-3292 Page Two Provided installation and configuration, hardware and software maintenance for World Wide Contact Center including: Avaya Aura Contact Center, AES, CM and IVR (MPS1000- MPSSOO [Solaris/Windows/RH]), CCT (CCT-IVR for ACCMM6.2), Speech Servers (OSCARS Nuance 9 I Real Speak 4.0 TTS), CCM (Symposium), Web Servers (VXML) systems and peripherals devices.
- Provided hardware and software maintenance including firmware and software patching for sundry Operating System including: Solaris/Unix/RH/Windows and several Suites SP and databases clients for customized applications and privatized specific applications.
- Conducted monitoring remotely for local and International Nodes with the use of multiple software packages customizing several GUIs such as NAMS, WFO, MPS Viewer, Studio, etc.
- Designed, improved and modified a Day One acceptance procedure and a Day Two acceptance procedure to gather requirements in several environments, which improved quality of analysis saving time and resources with faster solutions.
- Achieved top scores in technical support customer satisfaction ratings.
- Created testing plans and scripts based on requirements.
January 1996 to January 2002Cubic Corporation
- Coordinated Special Accounts Customer Support.
- Achieved top scores in customer satisfaction ratings.
- Incorporated different types of Networks LAN, CLAN, ELAN, etc.
- as well as international nodes.
- Provided installation and configuration, hardware and software maintenance for Telecom Contact Center including: Nortel \ heritage\ Contact Center, AES, CM and IVR (MPS1000- MPSSOO [Solaris/Windows/]), CCT (CCT-IVR for Symposiums), Speech Servers (OSCARS Nuance 9 I Real Speak 4.0 TTS), CCM (Symposium), Web Servers (VXML) systems and peripherals devices.
- Provided hardware and software maintenance including firmware and software patching for sundry Operating System including: Solaris/Unix//Windows and several Suites SP, databases configuration for customized applications and privatized specific statistics applications.
April 1992 to July 2015HP － Fort Meade , STATE
Installed IP, network equipment and facilities
Installed, maintained and supported SIP applications.
Installed, maintained and supported CTI applications.
Interpreted circuit diagrams.
Verified work order information and receipt of all necessary equipment.
Contributed to [Name of Project or Product], which increased company revenue by [Number]%.
Improved rate of resolved trouble tickets by implementing [Describe process].
Introduced use of [Name of Product] to [Name of Market].
Created network diagrams for new and existing networks.
Anticipated and analyzed common connectivity workflow problems.
Participated in team, cross-divisional and technical forums.
Led network development, software implementation and server maintenance.Led network development, software implementation and server maintenance.
Provided support for end users.
Ordered equipment and services for voice, data and cabling.
Found interim solutions to minimize the impact of issues on the business.
Coordinated trunk testing with phone vendors to troubleshoot possible problems.
Responded to PBX, voicemail and network-generated malfunction alarms.
Identified areas of operation that need upgraded software, voicemail, and telephone equipment.
Handled multiple simultaneous deployment projects against strict deadlines.
Documented all aspects of client networks in preparation for implementing communication systems and associated applications.
Increased efficiency of [Name of Process] by [Number]% with the implementation of [Describe Product or Innovation].
[Number] years network technician experience.
Oversaw internal telecommunications system for organization with [Number] employees.
January 1992 to January 1996Hewlett Packard
- Customized hardware installations and software configurations of thousands of data and voice ports with special access to multiple open resources for Sprint, Verizon, AT&T , as well as the software configuration of OS such as SUN/Solaris/UNIX/NT, Installed and configured voice processor systems and peripheral devices including networking and production deployments.
- Supervised maintenance, service and testing telecommunications equipment Periphonics/ Nortel, and IBM and HP systems in Mexico/USA.
- Developed small applications in software VRAM, PERIPRO, PERISTUDIO, VOSX.X and Symposium scripts.
- Customized Statistical Reports for each application.
Electronic Engineering Communications
Biomedical Technology
Power Words
Classes, Concentration in, Continuing Education, coursework, Dissertation, Doctorate, Double major, Emphasis on…, Fellowships, Focus on…, GED, GPA, HS Diploma, Licenses, MA, Major, Masters, Minor, MS, Papers, PhD, Professional Accreditation, Professional Development, Professional Training, Project Highlights, Publications, Related Coursework, Related Projects, Scholarly Associations, Scholarships, Specialized Coursework, Study abroad, Thesis, Top 10% of Class, Training, Valedictorian, With Distinction, With Honors, BA, Bachelors, BS, Certifications
Fluent in English and Spanish.
Bilingual Spanish/English
Avaya, Hardware, clients, customer satisfaction, Customer Support, databases, Disaster Recovery, Engineer, Fluent in English, HP, IBM, IVR, LAN, access, Windows, NT, Enterprise, network, networking, Networks, Nortel, OS, Operating System, peripherals, quality, Servers, scripts, Software Engineer, SUN/Solaris, Solaris, Spanish, Speech, statistics, supervising, Symposium, System Administrator, technical support, telecommunications, Telecom, troubleshooting, unique, UNIX, Web Servers
Healthcare: intravenous therapy, MEDISOFT, computerized charting, STD counseling, breastfeeding educator People skills: great bedside manner, enthusiastic people person, advanced problem-solving, great organizational skills
- Sales Software: Salesforce.com, TapScan
- Public Relations Software: Bacon's Mediasource, Factiva
- Desktop Publishing Software: Photoshop, Illustrator, HTML
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Resume Overview
School Attended
- Universidad Anahuac, Edo. De Mexico, Mex
- Lansing Community College
Job Titles Held:
- Senior Engineer IT Support
- Senior Field Engineer
- SENIOR ENGINEER IT SUPPORT
- Field Engineer / Programmer
Degrees
- BA : Electronic Engineering Communications
Associates : Biomedical Technology , 1992
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