Engineer Customer Service
Resume:
BO CHEN
Arlington, Texas *****
*********@*****.***
QUALIFICATIONS
Dynamic, skilled IT Professional with success in supporting corporate users in helpdesk, desktop
and network environments and capabilities in advanced technical support of application, network
and computer systems. Proficient in Windows NT/2003/2008 server, Windows XP/7, Office
2007/2010, TCP/IP, LAN/WAN, VPN, FTP, Lotus, OneNote, Citrix, VMware, SAP, Active
Directory, Outlook and Exchange. Technical expertise as a Microsoft Certified System
Administrator (MCSA), Microsoft Certified System Engineer (MCSE) and as a Cisco Certified
Network Professional (CCNP)
PROFESSIONAL EXPERIENCE
PARANET, INC., Dallas, Texas August 2011 – Present
Desktop Engineer
• Provided IT Helpdesk, Desktop and network support as a part of the Managed Services
team in the role of desktop engineer for 25 different client companies contracted with Paranet
• Utilized the Autotask IT Business Management Software Platform in conjunction with
Kaseya IT Systems Management, e-DMZ Security, GoToAssist, SCCM and TeamViewer to
successfully provide remote support for a multitude of clients in a fast pace environment
• Worked with SMS/SCCM to support install, patching, and software management and
distribution and license control. Utilized SharePoint and OneNote for internal team
collaboration and documentation.
• Responsible for resolving a broad range of incident and issues ranging from PC laptop
and desktop breakfix for end-user client machines to backup and restore (Symantec Backup
Exec) of network data, to monitoring network devices and traffic patterns (InterMapper) and
taking care of virus (TrendMicro) E-mail spam and firewall (Barracuda), to Android, iPad
and iPhone support and Blackberry/BES administration and providing Citrix administration
support and worked hands-on with Windows Server 2008 R2, Active Directory, Exchange
2010, VMware vCenter Server Virtualization Management, ScriptLogic and more
SOUTHWEST AIRLINES., Dallas, Texas June 2009 – August 2011
Associate Technical Support Representative
• Support internal Southwest Airlines employees in resolving IT and helpdesk pertinent
incidents and requests using Remedy IT Service Management Suite, Oblix, LogMeIn,
RemotelyAnywhere, Radmin, and RDP in a fast-paced 365/24/7 environment
• Work extensively with Win XP/7, Citrix, Oracle, VMware, Kronos, SAP, Active
Directory, Exchange and SMS/SCCM; diagnose and troubleshoot Dell and IBM laptops and
desktops, HP and Toshiba printers, iPad and Android based tablet devices, and Blackberry,
iPhone and Android based smartphones, Lucent and Cisco Avaya VOIP phone systems; other
supported applications include Office, OCS, Outlook, Access, Project, Visio, LMS, Envision
Click2Coach and also many other proprietary Southwest Airlines applications and systems
COMPUCOM, INC., Dallas, Texas April 2007 – June 2009
Corporate IT Helpdesk Agent
• Support corporate users of Rockwell Automation using RightAnswers Knowledge base
system, NetMeeting, Sametime, and HP Openview ticketing systems in a 24/7 environment
• Successfully resolve technical issues dealing with Windows XP, Office 2003, Lotus
Notes, Internet Explorer, Outlook and Exchange, remote VPN, SAP, Citrix, Altiris, Norton
and Symantec Utilities, Blackberry and handhelds and also proprietary Rockwell Software
DELL, INC., Dallas, Texas October 2006– April 2007
PC Technician
• Assess customer environment to provide recommendations to improve efficiency, reduce
complexity and maximize the return on IT investment
• Assist in image creation and data and application migration, physical deployment of new
workstations as part of the Dell PC Refresh program, and provide support for end-user
training
VERIZON, INC., Irving, Texas Jan 2006 – September 2006
Customer Service Support Agent
• Troubleshoot and support FiOS TV, remote controls, set-top-box equipment, Verizon
phone systems, customer router and internet connectivity issues, and auxiliary services
provided with FiOS TV and FiOS Internet
• Assist Verizon customers over the phone using Common Agent Desktop (CAD) system in
a busy high volume 24/7 call center support environment
EDUCATION
UNIVERSITY OF NORTH TEXAS, Denton, Texas
BS in Business Computer Information Systems, May 2011
TARRANT COUNTY COLLEGE, Fort Worth, Texas
Associates in Arts Degree, May 2009
R.L. TURNER HIGH SCHOOL, Carrollton, Texas
High School Diploma, May 2003
CERTIFICATIONS
CompTIA A+, Network+, and Security+ 2005
Microsoft Certified Professional (MCP), 2006
Microsoft Certified Desktop Support Specialist (MCDST), 2007
Microsoft Certified System Administrator (MCSA), 2008
Microsoft Certified Systems Engineer (MCSE), 2008
Cisco Certified Network Associate (CCNA), 2010
Senior Systems Managers CNSSI No.4012, 2011
Cisco Certified Network Professional (CCNP), 2012
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