technical support engineer resume example with 9+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • Home: (555) 432-1000
  • Cell:
  • :
Professional Summary

Acknowledged for my quick learning ability, efficient work performance, customer relationships, conflict resolve, and the ability to work in a team environment in various aspects of the IT field. Exhibit extensive experience in Computer operations, PC hardware-software, Networking Administration, Project Management, and troubleshooting skills via telephone, desk side support, and vendor liaisons. A strong firm commitment to customers and employee service.

  • Windows Administration\networking\Active Directory domain structure
  • Windows Server 2000/2008/2012
  • Experienced in operational systems to include (Windows XP, 7, 8, 8.1, 10)
  • Experienced Microsoft Office/ 365 (Outlook, Word, Excel)
  • Research Analysis (Software testing and research)
  • Client Relationship Management (CRM) with other lines of business
  • Vendor Relations (IBM, Dell, Intel, McAfee, Symantec, HP, and various others)
  • Perform system maintenance tasks to minimize the risk of computer outage/Virus detection
  • Working knowledge of Workgroup and enterprise server hardware platforms
  • Sharepoint admin work as well as documentation for all support teams and groups
  • Experienced on some MAC devices and platforms
  • TCP/IP
  • DHCP
  • DNS
  • WINS
  • VoIP
  • SCCM
  • LAN
  • WAN
  • VPN
  • Wireless LAN
  • Citrix
  • SQL
  • Python
  • DB2
  • Oracle
  • Java
  • VM Ware
  • Visual Studio
  • Remedy SalesForce
  • Landesk
  • Check Point Security
  • TeamViewer
  • Dameware
  • A+, Consultant, Data integration, DNS, Hewlett Packard, IP, McAfee, Sharepoint, Modems, Positioning, Relationship Management, Software design, TCP/IP, VPN, Wireless LAN
  • Active Directory, Counseling, Debugging, Email, HP, Java, Excel, Win, Enterprise, Printer, Research, Software testing, Technical support, Visual Studio
  • Asset management, CRM, Dell, Engineer, IBM, LAN, Microsoft Office, Windows, Network, Psychology, Routers, SOP, Phone, VM
  • Citrix, Client, DHCP, GIS, DB2, Laptops, MS Office, 2000, Networking, Python, Safety, SQL, Triage, VoIP
  • Hardware, Clients, Diagnosis, Government, Image, Listening, Office, Windows XP, OS, Radio, Service Level Agreement, Switch, Troubleshooting, WAN
  • Computer training, Client support, Documentation, Hardware support, Intel, MAC, Outlook, Word, Oracle, Reading, SLA, Symantec, Vendor Relations, Windows Server
Work History
Technical Support Engineer, 07/2019 to Current
Avaya, Inc.New York, NY,
  • Technical support for internal users in an O365 environment - including Win10 OS and office productivity applications (e.g., MS Office apps.)
  • Technical support for internal users leveraging VMware Horizon and VMWare Flex
  • Technical support for Outlook mobile and Work space running on iOS and Android mobile devices
  • Triage and manage incoming technical requests by acknowledging request tickets or answering phone queue in a timely manner and resolving or assigning them efficiently
  • Respond to ticket requests where appropriate by email or phone to update end-users on the status of the tickets
  • Perform various technical functions to satisfy requests including password changes, group permissions administration, and other duties
  • Accept ownership for ticketed issues until that issue is resolved or accepted by technical leads
  • Tier 2/3 technical support with hardware, OS, application and network connectivity
  • Work late evening and some weekends
ATC Operations Support Engineer, 01/2017 to 04/2019
Sharp DecisionsPleasanton, CA,
  • Active Train Control (ATC) Operations Support Engineer
  • Positive Train Control (PTC) safety measures mandated by U.S Federal Government, designed to help prevent a train-to-train collision, derailments, and other human-caused accidents
  • Manage and assist with Supporting radio software embedded on Wayside Devices that controlled train software for Positive Train Control (PTC) project
  • Responsible duties are to formulate and configure PTC engineering software design files that are present on Wayside devices covering active railroad districts and all train signal aspects
  • Schedule lab and field testing of working districts
  • Exposure to Back Office Data integration and troubleshooting
  • Debugging of radio log files as it relates to failed runs of PTC on trains
  • Understanding of GIS and Global positioning reading of all milepost and switch locations
  • Apply FirmWare Updates to all ElectroLogIXS installed devices
  • Configuration of Class D Link with proper IP Address
  • Providing ongoing IT diagnosis support to Communication and Signals department (CNS)
  • This included supporting communications maintainers who actively support those communicating signal devices
  • Understanding of Rail Road Safety and FRA Rules and Regulations
  • Play active role in providing troubleshooting support to PTC helpdesk and communications team
  • Provided Service Operating Procedures documentation (SOP)
PC LAN Technician, 10/2011 to 01/2017
Norfolk Southern CorpCity, STATE,
  • Local and Remote field support for various client support as both a consultant and employee The PC/LAN team's sole function is to support all customer-related systems, applications, and computer needs via system-wide and other NS departments both in corporate office or remote
  • Provide deskside/remote software/Hardware support to clients using
  • MS Office versions to include 365
  • SQL
  • Internet connections with the use of modems/routers
  • Smart Phone setup and connections
  • Licensed software install
  • Data retrieval and backups
  • Printer configuration both personal and networked
  • VPN connection issues
  • Citrix receiver issues
  • Virus protection issues and installs
  • Troubleshooting network connections via TCP/IP issues
  • Troubleshooting of proprietary software install and knowledge of the working functions
  • Our primary objective is to ensure that the computer functions of applications and user accounts and computer accounts via Windows Active Directory system were all pointed in the proper group and domains
  • Team support included the building of Laptop, Desktop, and network connections specific to department needs or request
  • Laptop/Desktop image builds for the different department using Microsoft Imagine server 2016
  • Delivered an exceptional level of service to each customer by listening to concerns and answering questions
  • Working Level III tickets using Hewlett Packard System Manager (HPSM) and Remedy Desk to answer and respond to customer needs/requesting help
  • Meeting Service Level Agreement (SLA)
  • Remote support outside corporate offices included daily support provided to over 2100 computer users
  • This support ranges from the distribution of new computers, applications, system maintenance to include virus updates via IT security configuration specs, and laptops/Hardware application and hardware installations, Networking Connectivity Support and computer training
  • Projects specific challenges in accordance with company department needs
Bachelor of Science: Psychology, Expected in to Columbia Southern University - Orange, AL
Master of Science: Clinical Psychology, Expected in 2021 to Capella University - Minneapolis, MN
  • Positive Train Control PTC/ATC Project support and implementation.
  • Norfolk Southern Project to go paperless in providing mobile devices to move trains and cars via suppliers and yard work.
  • The knowledgebase construction project which provided Technical asset management of device and users
  • Comp TIA A+
  • PMP

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Resume Overview

School Attended

  • Columbia Southern University
  • Capella University

Job Titles Held:

  • Technical Support Engineer
  • ATC Operations Support Engineer
  • PC LAN Technician


  • Bachelor of Science
  • Master of Science

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