Customer Service Engineer

PROFESSIONAL SUMMARY

Customer focused, resourceful IT Support professional with active secret

clearance and a proven record of success in resolving break/fix calls and

installations for both public sector and government customers. Expertise in

a high call volume help desk environment providing remote support to on-

site Customer Engineers. Hands on troubleshooter with solid background in

electronic and network equipment. Inclusive team player with reputation

for building relationships and providing outstanding customer service.

CERTIFICATIONS

Cisco Core 3 certified, Cisco/NCR partner certification

Dell Foundation 2007 certified in laptop, desktop, and server repair

TECHNICAL & SPECIALIZED SKILLS

Hardware: Desktops, Thin Clients, Laptops (Dell, HP, IBM), Servers ( Dell,

HP, Sun), Tape Libraries ( Sony, Quantum/ATL, ADIC), Wireless Access Points

( Cisco, Linkys), Cisco routers and switches, Laser Printers ( Lexmark, HP,

IBM, OCE ), Mobile Devices ( Blackberry)

Operating Systems: Microsoft [ Windows 9x/2000/XP/Vista], Linux [ Red Hat,

Ubuntu], UNIX

Network/Protocol: LAN/WAN, Wireless, Ethernet, VPN, TCP/IP, DNS, DHCP,

SMTP, POP3, FTP, Telnet

Application Software: Microsoft Office Suite (XP/2003/2007), Symantec (

Ghost, Antivirus), Remedy, Lotus Notes, Citrix

RELEVANT PROFESSIONAL EXPERIENCE

NCR Corporation - San Antonio, TX 1992 - 2010

Global technology provider of computer solutions to customers in the

financial, retail, and federal government sectors

Technical Support Specialist III, Hardware Support Group, (2007 - 2010)

Served as next escalation level for CE for hardware issues for North

America. Promoted to second level support role to on-site customer

engineers (CE).

Remotely assisted Customer Engineers performing break/fix repairs and

installations of clients hardware including networking, PC, software, and

peripheral issues.

Determined root causes of problems by troubleshooting with on-site Customer

Engineers and duplicating problems in the lab to develop problem isolation

and repair solutions.

Reduced downtime by collaborating with factory engineering and software

support teams to find solutions to customer incidents.

Logged calls and created tracking reports using Remedy.

Increased up-time on customer's equipment by providing technical support to

customer engineers.

Created technical documentation that decreased time spent by customer

engineers repairing equipment.

Consulted with factory engineers to improve documentation and to verify

troubleshooting and repair solutions which directly led to less downtime on

customer's equipment.

Performed remote configuration during installations which reduced time on

site.

Customer Engineer II, (1992-2007)

Repaired, installed, and troubleshot PC systems, financial systems, retail

POS and Cisco networking equipment at customer sites to assure continuity

of customer operations and maintain high levels of customer satisfaction.

Installed, repaired, and maintained registers, scanner scales, kiosks,

atms, personal computers, servers, tape storage, routers and wireless

networking equipment for Wal-Mart that resulted in retention of a key

account.

Installed and maintained Cisco wireless systems and IBM retail systems for

Starbucks that resulted in improved operations and customer satisfaction.

Installed and maintained fast lanes, retail system printers, and servers at

Lowe's and Home Depot that improved efficiency.

Maintained company records by creating and logging calls, and billing for

out of scope calls.

Ensured timely repair and efficient calls by maintaining parts inventory

and completing regular parts audits.

Technical Training

Cisco EST Qual- Hardware

Cisco EST Qual- Software

Cisco EST Qual- Processes

Cisco EST Qual- Tools

Cisco Field Service Training

Cisco Aironet Wireless LAN Products

Cisco Router and Switch- Install, Maintenance, Configuration Support

Applied Networking

Wire One Video Conferencing Training

IBM-RS/6000 Server Training

Quantum/ATL Tape Libraries

Basic Electronics and Mechanical Concepts

NCR/IBM POS Systems

NCR/Diebold ATM Terminals

Active Secret Clearance

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