Technical Support Engineer Resume Example Great Wolf Resorts Inc

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

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

Technical Support Engineer Resume Example

Resume Score: 80%

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