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Technical Support Engineer Resume Example

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TECHNICAL SUPPORT ENGINEER
Summary

Talented Technical/Application Support Engineer adept at applying abilities, drive and technical skills to positively impact customer service. Proactive and hardworking team player with focused mentality and rigorous approach.

Skills
  • Excellent troubleshooting, customer service and communication skills
  • Strong organizational, time management & Analytical skills
  • Administrative experience using ALL Windows operating systems
  • Managing latest Windows servers which consist of Windows server 2012/2012 R2, 2016 & 2019)
  • Strong knowledge of Microsoft cloud based applications (Office 365 Admin Portal and Alert monitoring, Azure, SharePoint, Exchange, Dynamics 365, OneDrive, and Project)
  • Expert knowledge of many different ticketing systems (Jira, Zendesk, Salesforce, ServiceNow etc.)
  • Deep understanding of all Active Directory functions
  • Knowledge in troubleshooting Citrix thin clients and citrix based applications
  • Ability to appropriately handling spam, malware, and third party security platforms
  • Ability to utilize SCCM and support distributed users with remote assist tools
  • Excellent data analysis skills with experience applying statistical methods, MS-SQL, dashboard design.
  • Demonstrated project management skills with the ability to manage multiple tasks in a dynamic environment
Experience
Technical/Senior Application Support Engineer | 06/2018 to 09/2020Great Wolf Resorts Inc - Chicago, Illinois
  • Provided support for various complex applications and/or hardware technology solutions for over 3000 internal users.
  • Creating and maintaining user accounts, executing password resets/group policies and creating distribution lists using Active Directory.
  • Testing system and installing application support software and upgrades.
  • Monitoring system change control schedule and participating in change management process.
  • Executing and maintaining various quality control processes attained through conducting team meetings.
  • Performing root-cause analysis on various complex issues and assisting in root-cause problem analysis of complex problems.
  • Escalating Tier 3 tickets to various different high level departments like Network team via Zendesk ticketing system.
  • Collecting, analyzing and tracking trends and metrics in partnership with leadership team to develop and deploy long-term solutions for technology issues.
  • Creating documentation of technical requirements of computer systems to meet business requirements.
  • In-charge of support for all enterprise deployments of new technology solutions.
  • Communicating with many third party vendors to resolve technical/application problems.
  • Ensuring that change management processes are followed for various software changes during installation and/or upgrades.
  • Working with our management team to identify opportunities where technology solutions can be deployed to solve business problems.
  • Communicating highly technical information to both technical and non-technical users.
  • Provide on-call after hours support on a rotating schedule with other engineers.
Service Desk Engineer | 07/2016 to 06/2018Hyatt Hotels Corporation - Chicago, Illinois
  • Achieving the highest levels of productivity by providing level 2 & 3 application/technical support to over 10000+ Hyatt users.
  • Responding in a timely manner and providing resolution for various IT related issues through tickets and/or phone calls.
  • Creating and maintaining work related documents in knowledge base within the ServiceNow tool.
  • Earned solid reputation for resolving complex issues and providing exceptional customer service.
  • Managing inventory count for company Laptops, PC's, Thin Clients and Mobile devices.
  • Accountable for analyzing, prioritizing and responding to all incident and service requests in a timely manner according to established procedures and escalating to management when necessary.
  • Leveraged extensive experience in multiple operating environments including mainframe connectivity and security, Windows server 2012 R2 and Citrix.
  • Evaluate new technologies and platforms to determine whether they align amicably with business needs.
  • Aggressively working with Active Directory on a daily basis to modify various users/computers/groups and/or OU's.
  • Assist in Installing, upgrading and maintaining Windows workstations utilizing the SCCM system.
  • Demonstrated exceptional skills in professionalism and responsiveness across a wide variety of areas.
  • Monitoring and reporting performance of system components and proactively taking measures to minimize service interruptions.
  • Work with internal business units and vendors to perform root cause analysis for high impacting incidents.
  • Collaborate with members from many different teams/departments to determine root causes of many issues.
Citrix Engineer | 12/2015 to 06/2016HUB International - Chicago, Illinois
  • Deploy and support Citrix systems related hardware and software.
  • Maintain and support a variety of Citrix system monitoring tool related products.
  • Test and integrate hardware and software relating to upgrades or migrations to the Citrix environment.
  • Maintain and update documentation for all phases as required by assigned projects.
  • Participate in various support requests and brings follow-up action items to closure in a timely manner.
  • Provide immediate Citrix systems support for problems escalated from level II support.
  • Supported in acquisition projects, including upgrades and migrations.
  • Interacted with other operations team members and support personnel to resolve server client or laptop connectivity issues relating to the Citrix systems environment.
  • Maintain and update Citrix systems related PowerShell, VBScript and WSH scripts.
  • Assist in plans for future growth and enterprise demand.
  • Maintain a working knowledge of their field, advises management of current trends relating to the.
  • Citrix systems environment or available products.
  • Follow best practices and implementations on enterprise Citrix systems.
  • Create documentation relating to Citrix systems support and best practices as required.
IT Support Specialist | 07/2015 to 12/2015Century 21 Affiliated - Chicago, Illinois
  • In-charge of analyzing and providing end user support for all software and hardware related issues for more than 35 offices globally around Chicago area.
  • Provided support for Windows and Mac operating systems including software installations, troubleshooting and training for end users.
  • Prepared and deployed new employee Desktops, Laptops and Printer configurations including software upgrade testing, packaging and imaging.
  • Installed, configured & troubleshot wireless access points/routers for offices using wireless and wired connections
  • Respond to queries from over 500 internal employees either in person, via email or over the phone.
  • Assist with the planning, design, research and acquisition of new or upgraded hardware and software systems.
  • Direct and coordinate activities of projects with internal and external teams/vendors to ensure project completion.
Education and Training
Sheridan College Institute of Advanced Learning & Technology - - Canada,Canada | | Certificate in Project Management2012
Sheridan College Institute of Advanced Learning & Technology - - Canada,Canada | | Bachelor's DegreeComputer Science, 2010
Knowledge Academy - Chicago, ILITIL V3 Certification, 2018
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Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

Resume Overview

Companies Worked For:

  • Great Wolf Resorts Inc
  • Hyatt Hotels Corporation
  • HUB International
  • Century 21 Affiliated

School Attended

  • Sheridan College Institute of Advanced Learning & Technology
  • Knowledge Academy

Job Titles Held:

  • Technical/Senior Application Support Engineer
  • Service Desk Engineer
  • Citrix Engineer
  • IT Support Specialist

Degrees

  • Sheridan College Institute of Advanced Learning & Technology - Canada , | Certificate in Project Management
    Sheridan College Institute of Advanced Learning & Technology - Canada , | Bachelor's Degree
    Knowledge Academy - Chicago, IL

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