Technical Support Engineer
Resume:
BRANDIE NETTLES
Sr. Technical Support Engineer
509-***-**** ad1pdd@r.postjobfree.com
*** **** ***, ***** *****, WA,
99362
WORK EXPERIENCE
Technical Support Lead
Columbia Energy and Environmental
01/2023 - Present, Richland, WA
• Developed and implemented training initiatives for new hires.
• Responded to customer inquiries and provided technical assistance over phone and in person.
• Collaborated with vendors to locate replacement compo- nents and resolve advanced problems.
• Offered assistance in implementing and developing train- ing programs.
• Assisted in development of system security protocols.
• Maintained servers and systems to keep networks fully operational during peak periods.
• Tested new software and hardware prior to deployment.
• Patched software and installed new versions to eliminate security problems and protect data.
• Collaborated with vendors to locate replacement compo- nents and resolve advanced problems.
Sr. Technical Support Engineer
Axcient
05/2017 - 01/2022, Denver, CO
• Delivered Tier-3 support and SME input to internal and external customers.
• Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
• Maintained servers and systems to keep networks fully operational during peak periods.
• Diagnosed and troubleshot hardware, software and net- work issues.
• Contributed to whitepapers, blogs and videos for market- ing, sales and training.
• Gathered trend data from customer calls and interactions.
• Communicated with stakeholders to share critical techni- cal information and deliver project updates.
• Documented faults and bugs for referral to development staff for use in updates.
• Met with team personnel to share details of discovered issues and recurrent custom complaints.
• Served as primary point of contact for support relating to owned solutions and products.
PERSONAL PROFILE
Knowledgeable Sr. Technical Support Engineer
ready to undertake management of challenging
technical environments; keen to take ownership of
technical support operations.
SKILLS
Java, C languages, Python, JavaScript,
HTML/CSS, Jenkins, Docker, GitHub, API
CompTIA A + Certified, Windows 7 and Newer,
Mac OSX 10.11.6 and Newer, Windows Server
2008 and Newer Administration, Apache
SQL, PostGRESQL, SQLite, MongoDB
CompTIA Project Management + Certified, Ag-
ile/SCRUM, Jenkins, JIRA, Confluence
CompTIA Cloud Essentials Certified, Cloud
Computing (AWS, Azure)
Data Analytics, Kibana, TestRail, ElasticSearch,
Splunk
Self Starter, Team Leadership, Problem Solving,
Multitasking, Critical Thinking, Adaptable, Team
Player, Fast Learner
EDUCATION
B.S. Computer Science, WGU,
Salt Lake City, UT
12/2020 - 05/2023
A.A.S. Computer Science, WWC,
Walla Walla, WA
• Explained technical information in clear terms to non-technical individuals to promote better understand- ing.
• Managed Technical Support Team with 6 support repre- sentatives.
Tier II Technical Support
Department of Energy (Various Contracts)
01/2016 - 05/2017, Richland, WA
• Responded to support requests from end-users and pa- tiently walked individuals through basic troubleshooting tasks.
• Explained technical information in clear terms to non-technical individuals to promote better understand- ing.
• Performed root cause analysis of reported issues to enact corrections.
• Assessed system hardware and software and suggest- ed modifications to reduce lag time and improve overall speed.
• Advised senior personnel on potential process improve- ments to increase support quality and expedite ticket ful- fillment.
• Met with team personnel to share details of discovered issues and recurrent custom complaints.
• Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
• Gathered trend data from customer calls and interactions.
• Researched new tactics to better hone responses and shorten remediation times.
• Traveled with field engineers on customer site visits to respond to specific technical questions.
• Recieved "STAR" commendation for exemplary efforts in updating and implementing new NIST protocols
IT Consultant
Rabbit Hole IT Solutions
03/2008 - 01/2016, Walla Walla, WA
• Monitored systems in operation and quickly troubleshot errors.
• Translated complex technical issues into digestible lan- guage for non-technical users.
• Diagnosed and troubleshot hardware, software and net- work issues.
• Responded to customer inquiries and provided technical assistance over phone and in person.
• Configured hardware, devices, and software to set up work stations for employees.
• Removed malware, ransomware, and other threats from laptops and desktop systems.
INTERNSHIPS
Computer Science Instructor, Walla Walla Public Schools 01/2014 - 06/2014
12/2013 - 06/2015
LANGUAGES
English
Spanish
LINKS
REFERENCES
Brian Brendel from CEES
ad1pdd@r.postjobfree.com 509-***-****
Alyse Thomas from
Department of Energy
ad1pdd@r.postjobfree.com 509-***-****
Contact this candidate