Technical Support Engineer Ii resume example with 3+ years of experience

(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
Professional Summary

My objective is to obtain a position in Data Center Operations, such as Storage Administration, Systems Administration, or Information Security. Posses strong ability to think critically and strong sense of urgency. Deep understanding of excellent customer service. Interact very well with others and am excited about change and enjoy the guarantee that new material and challenges will present themselves.

Core Qualifications
  • Operating Systems: Linux, Unix, Windows, Windows Server, OneFS, Mac OSX
  • Protocols: SMB, NFS, HTTP, FTP, SSH, Networking: Ethernet, TCP/IP, UDP Static/Dynamic Routing, DNS, network troubleshooting, Infiniband
  • Networking tools such as, tcpdump, wireshark, netstat Dig, NS lookup, traceroute, ping
  • Authentication: Active Directory , LDAP, NIS, Kerberos
  • Other Technical: SNMP, NDMP, iSCSI, Shell/Bash,
  • RAID , Commvault , Symmantec, Tivoli tape and Virtual tape Backup.
  • Handled IA Issues and STIG compliance
  • Researched CVE’s , and GENID’s mapped DISA STIG’s to applicable CVE’s
  • Storage implementation and troubleshooting, upgrading OS and Firmware and patch installation during change window
  • Windows Administration Troubleshooting
  • Project Management
  • Experience with SQL and SQL Server 2008
  • HTML and CSS in VS
  • Experience with programming C++
Utah State University Logan , UT Expected in 2012 Bachelor of Science : Management Information Systems - GPA :

Related Courses: IT Hardware and Software, Management Information systems, Business Communications, Computer Science, Security information systems, Caber Security, Database Management, Database Implementation, Internet and E-commerce, MIS Project Management

Ansys, Inc. - Technical Support Engineer II
, WA, 10/2012 -

Working as a recovery team escalation point for highly technical and heavily impacting issues. Daily exposure to Unix/Linux FS issues, working often in unix cmd line and webui, using windows protocols , networking protocols, many operating systems, and file sharing protocols.

While at EMC i have progressed from Technical Support Engineer I , to local Coach, Mentor, Training Resource, to a recovery support engineer.

Panasonic Corporation Of North America - Field Support and Desktop Support
, GA, 04/2012 - 09/2012

Incident management for end users on wide ranging technology issues. Troubleshooting and resolving various technical problems including hardware and software. Provided excellent customer support to end users. Created documentation for setting up and implementing RSA fobs for VPN usage. Project management of technology refresh of hundreds of computers, included building custom images,securely wiping old HDD. Used SCCM to push software to each new machine, and maintained very specific deadlines to avoid lease penalties.

YESCO - Computer Assembly Technician
, STATE, 04/2008 - 08/2011

Installed windows xp,Vista,7,8 OS, configured and assembled hardware RAM, CPU, PSU's, motherboards, and software for many different configurations. Machines built from ground up with custom hardware and software configurations. Firmware and driver installation and configuration. Network settings and troubleshooting configuration errors resolving failed hardware or software.

Certification and Achievement

ISMv2 – EMC Information Storage and Management

ICSP-Isilon Certified Storage Professional

CompTia Network+ (In Progress)

CompTia Security + (In Progress )

Awards and Recongnition
  • Excellence at EMC Award Cause for Applause
  • January 2015
  • Nominated and received 'Cause for Applause' award for going the extra mile. Specifically awarded for being willing to take a difficult case, and drive a difficult situation to resolution for a global Information Security firm.
  • Excellence at EMC Silver Award
  • September 2014
  • Nominated and received 'Silver Award' for role in assisting an Armed Forces customer achieve ATO on Information Security items pertaining to Isilon Storage IA findings.
  • Nominator Quote:
  • "Jessicahas constantly worked at 150% of my expectations. He has assisted the Armed Forces team to achieve an ATO certification, often reaching well over his role to provide answers to hard customer questions. He has worked tirelessly to provide technical support to my team when we needed it. It's easy to avoid something tough, he doesn't. "
  • Excellence at EMC Silver Award
  • June 2014
  • Nominated for and received 'Silver Award' for interfacing with engineering on a proactive hardware initiative where an impacting hardware issue needed an in depth investigation.
  • Excellence at EMC Bronze Award
  • November 2013
  • Nominated for and received 'Bronze Award' for exceeding individual workload to take on the additional responsibilities of coaching teammates and assisting others on a broad range of issues.
  • Quote from nominator: "When he coaches, he leads people to find the answer and involves them in the solution."
Additional Information
  • Currently possess Security Clearance

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Resume Overview

School Attended

  • Utah State University

Job Titles Held:

  • Technical Support Engineer II
  • Field Support and Desktop Support
  • Computer Assembly Technician


  • Bachelor of Science

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