Technology Support Specialist resume example

As a Solutions Engineer for PCS Mobile I had 4 primary roles for the Company: My primary roles were being a Technical Expert, Product Evaluation, IT Support and Installation/Configuration services

Technical Expert

● I was a technical expert that overlays our entire company. Essentially, I am product expert in all products/services we as a company offer. When one of our sales reps uncovered a potential opportunity, they would engage with me to speak to all the technical components of the solution as well coordinate/configure any demo systems needed for the customer.

● I perform Network evaluations, Server evaluations, Site Surveys, Wireless Surveys, as well network design recommendations and flying out to meet with customers all over the country.

● I attend multiple trainings throughout the year to continue my knowledge in the industry as well specific HW/SF configurations. From these trainings I would bring back pertinent information to the company, compile it into a presentation and host a webinar to review the information with the team.

● I assist our sales reps in developing an all-encompassing solution that would solve our customer’s needs. Giving the sales reps recommendations for hardware and software

● Currently, I hold multiple engineering level certifications for major IT manufacturers for both HW and Software.

Product Evaluation:

● PCS Mobile is always striving to be a thought leader and solutions provider for the most cutting-edge technology available. I am primarily responsible for developing and evaluating solutions for PCS Mobile. I meet with company ownership weekly to determine what our customers are asking for. From that feedback, I develop a solution for us as a company to provide to our customers.

● Based on my knowledge and that of my peers, I develop a solution that is both hardware, software which also includes a component of services. Essentially pulling multiple manufacturers/vendors together to develop an all-encompassing solution.

● Before ever taking a solution to market, I would need to mock up the solution with the needed HW/Software, this gave me a lot of exposure to different IT manufacturers and managing those relationships for our company. (Cisco, Sierra, Merkie, Microsoft, Genetec etc.)

● Once I fully vet a solution (build the platform, configure the systems accordingly, bench test all components and final evaluation for cost and efficacy

IT Support

● I was apart of our service team in responding to trouble tickets presented by both internal sources and customer sources.

● I would work on service tickets entered in our queue primarily for server issues (SQL/SQL Express,Server maintenance requests, Wireless Communications, Desktop Support, API Integrations, Data retention, Network security, RDP sessions, Network maintenance requests, Windows 7& 8, Vista 10 issues, VPN issues, SDN issues etc.

● Because of my expertise, we as a company could sell to our customers services to monitor their networks, design network infrastructure and configuration, Server maintenance and monitoring, surveillance systems design and monitoring.

● I had been conducting network monitoring/design for a number of our customers, most notably; LA Metro, Parking Sense, ANTI. etc..

● I conducted server maintenance and monitoring services for almost every customer we have. A list can be provided upon request.

● For hardware/software components needing to be fixed, I was tasked with either fixing the components or RMA the component back to manufacture. I have had a lot of experience now fixing rugged tables, IOS devices, Android devices, upgrading desktop/laptop physical and software components, surveillance camera systems, LPR systems etc, networking hardware, wireless equipment etc..

● As needed, I would fill in for our online department assisting in website maintenance.

Installation Services

● I have a diverse background in the different HW/SW components in the industry, I also am asked to go out for installations on our higher priority customers.

● I have installed LPR cameras, Networking equipment, Access Points, Surveillance Systems, Windows Server editions, SQL, In-vehicle mounting/computing equipment, remote monitoring sensors, Wireless Communication HW/SW, all versions of Windows, Software Defined Wide Area Networks, VPN Clients and multiple software applications/software.

• Professionally trained and certified in the following VPN Tunnels, Routing Protocols (OSPF, RIP, RIPng), CLI commands, ECM Enterprise, TCP/IP networks design and implementation, GSM and CDMA networks, Unified Threat management (UTM), Firewalls, IPV4 and IPV6, Static and Dynamic IP Addresses, Private Networks, DHCP and DNS servers, Out of Band Management, Sub Nets, Network Overlays, Encryption, scalability, Software Defined Wide Area Networking
• Networking Solution Design, Cloud/Fog Computing, offsite/onsite data storage, desktop virtualization and active directory
• GPS integrations and configurations for CAD/MDT/AVL
• Experience in MAC OS, Windows XP, Vista and Windows 7
• Microsoft Exchange `03,'07,'10 and Office 365
• Helped ISR's on the floor traverse technical calls when our Solution Engineers were absent or busy
• In charge of hosting webinars to inform potential clients about solutions
• Handled Channel responsibilities to the value added resellers in my respective territories
• Had quarter quotas that I have to obtain in both hardware sales and cloud management platforms
• I have been in charge of developing/networking in these territories for both carrier relations and Value Added Re-seller
• Built relationships with my industry colleagues and my end users to ensure quality of services as well customer retention
• Solution Selling is one of the primary aspects of what I did, making sure we are making full solutions not just pushing boxes out the door
• I have developed a deep working knowledge of First Responder Technologies including DVR Systems, AVL/GPS, Net Motion, Toughbooks from Panasonic and Dell, as well as have become very familiar with similar manufacturers of Cradlepoint solutions
• (I.E
• Sierra Wireless, Cisco, PepWave, Digi, etc.) Built a 2 million dollar pipeline through cold calling, building key industry relationships including: Panasonic, PCS Mobile, Taser, Verizon, AT&T, T-Mobile, Telogis and many more
• Have helped develop and train new ISR's
• Helping them gain understanding of our technology as well as our sales model both for our U.S
• ISR's and our Canada team

• My location was a remote location with no neighboring stores within five hours because of which I was solely in charge of representing PacSun's visual standards, selling standards, corporate communication, product information dissemination as well as all corporate and company compliance for the state of Idaho
• From scratch in that location I trained, recruited and developed an entirely new staff all the way up from seasonal associates to my management team
• I was in charge of understanding my individual market and from there create a forecast for projected sales to identify opportunity times as well as moments of protecting business
• All of this to ensure my store, my scheduling and my t asking were set up for success
• Due to this location's unique size, I was in charge of vast product flexing and visual merchandising while still adhering to company standards
• I actively recruited top talent from competitors to ensure my store always has the best and brightest working for it
• Actively networked with mall management as well as other neighboring stores to see what events my store can collaborate with to get maximum exposure
• Took over an underperforming store that was bottom 10% in shoe sales and turned it into the number seven top performing sneaker selling store in the company
• Took this store, which was down 9% on a year, to being 2% positive accounting for nearly $100,000 swing in the positive direction in only 5 months