Engineer Customer Service

Garry Bennett

**** *. ****** ***. ( Chicago, IL 60617 ( *********@*******.*** ( C: (312)

***-**** ( H: 773-***-****

Innovative Technical Support Specialist / Systems Engineer / Software

Engineer with Master's Education in Information Technology / Engineering

and Extensive Record of Success

SUMMARY OF QUALIFICATIONS

. CLIENT-CENTRIC ENGINEER WITH MASTER'S EDUCATION IN IT AND ELECTRICAL

ENGINEERING AND PROVEN SUCCESS IN TECHNICAL SUPPORT, SOFTWARE

ENGINEERING, BIDS AND PROPOSALS, AND SYSTEMS ENGINEERING.

. Background in supporting software development, databases and system

design, and systems implementation; able to oversee and maintain IT

networks and operations.

. Outstanding customer service skills with strong abilities in delivering

client satisfaction by analyzing needs and devising innovative, efficient

solutions.

. Exceptional leadership skills with strengths in collaborating with teams

and verbal / written communication; solid organizational abilities with

time management and prioritization skills.

Professional Experience

INFORMATION TECHNOLOGY SUPPORT SERVICES SPECIALIST 2007-2009

Northwestern University, NUIT and SCS Evanston, IL

Continuing studies division of leading private research university

. Supported enterprise software by collaborating with team, including

functional support analysts and business process owners; provided

hardware and software support / maintenance.

. Ensured client satisfaction through effectively analyzing requirements,

managing schedules, coordinating timely upgrades, and troubleshooting /

resolving issues quickly.

Electrician 2002-2007

Bennett Electric Chicago, IL

Startup electrical company providing a range of electrical services

. Installed, connected, tested, and maintained electrical systems for such

functions as climate control, security, and communications; hired and

supervised qualified and competent staff.

. Gained repeat business and referrals through exceptional management of

customer service and quality of work performed.

Customer Technical Support Engineer 1998-2002

Alcatel-Lucent Lisle, IL

Global telecommunications leader in fixed, mobile, and converged broadband

networking, IP, and optic technologies, applications, and services

. Resolved escalated issues from key customers and test / support

organizations; collaborated with sales, systems engineering, product

development, and other members of cross-functional teams.

. Increased production capacity 15% by accurately tracking work items;

enabled surpassing client satisfaction metrics / schedules and more

efficient management of demand fluctuations.

. Cut costs by more than $10 million annually by addressing major concern

from customers relating to Y2K, which avoided major issues.

Additional EXPERIENCE

. BIDS & PROPOSALS ENGINEER, ALCATEL-LUCENT, LISLE, IL

o Devised offers to win projects and clients by gathering / accurately

analyzing business needs.

. Systems Engineer, Alcatel-Lucent, Lisle, IL

o Defined technical features for the Wireless CDMA product line at

systems level.

. Software Development Engineer, Alcatel-Lucent, Lisle, IL

o Designed, coded, and tested within R&D organization for switching

transmission product.

Education

MASTER OF SCIENCE, INFORMATION TECHNOLOGY

EMPHASIS IN ACCOUNTING AND FINANCIAL MANAGEMENT

Northwestern University Evanston, IL

Master of science, Electrical Engineering

MINOR IN COMPUTER SCIENCE

Marquette University Milwaukee, WI

bachelor of science, Electronics Engineering Technology

DeVry University Chicago, IL

technical skills

. LANGUAGES: VISUAL BASIC, FORTRAN, C++, SQL, ORACLE, C, JAVA, HTML, C#,

PERL, CSS, JAVASCRIPT, XML

. Software: Microsoft Office (Word, Excel, PowerPoint, Outlook), Flash,

SPSS Clementine, TraceRoute, Ping, NsLookup, Whois

. Operating Systems: Microsoft Windows, Linux, Unix

. Hardware: PCs, Laptops, Printers, Routers

. Networks: TCP/IP, SNMP, DNS

affiliation

. INSTITUTE OF ELECTRICAL AND ELECTRONICS ENGINEERS (IEEE), PROFESSIONAL

MEMBER

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