Technical Support Engineer
Resume:
JOSE MORENO
Willingboro, NJ ***** *********@*****.*** Cell: 201-***-****
PROFESSIONAL SUMMARY
Experienced Support Engineer with twenty years of support experience. My daily responsibilities includes working with immediate Supervisors, Managers, Business Critical Managers, Sales rep and customers, managing concerns across a wide range of areas from a software, networking and hardware perspective. As an engineer, I provide high-level analytical technical support. The ability to analyze the overall situation and prioritize multiple tasks allows me to perform efficiently on a professional level, and the willingness to learn new technological advances allow me to adapt with changing corporate environment. I strive to produce quality of work. My skill set encompasses software and hardware support, Windows: All versions, VMware, Hyper-V and Networking, Working knowledge of HTML and CSS. Knowledgeable in the use of Symantec Ghost, Microsoft Office. Installation of wireless networks. Ability to install new and additional printers to network using TCP/IP. Troubleshooting printers: communication issues (TCP/IP). Replaced power supplies, fusers, formatters.
PROFESSIONAL EXPERIENCE
COMMVAULT SYSTEMS INC, Tinton Falls, NJ 2014 – 2018
Customer support engineer
Commvault is the world's most powerful backup and recovery software in the cloud and on any infrastructure, helping companies transform their data into a powerful strategic asset. Commvault data protection and information management solutions enable companies and organizations of all sizes, in all industries, to protect, access and share all of their data anywhere and anytime.
Troubleshoot and resolve complex support problems
Troubleshoot customer issues using remote desktop software
Successfully interact through phone and email with customers to solve their problems
Analyze logs for errors and provide solutions.
Recreation of problems in house
Root Cause Analysis and / or provision of examples of software bug
Administration and troubleshooting within Windows server environments
Troubleshooting within VMware\Hyper-V for solutions to correct issues with backups
Networking and troubleshooting connectivity, name resolution and performance based issues with OS and/or hardware
Commvault Commcell V10, 11 administration
Expertise covered: 1-Touch Agent, Active Directory Agent, Deduplication, Windows File System Agent, File Archiver, Hardware SnapProtect, Image Level Agent for Windows, Laptop Backup Agent, Library and Drive Configuration, Virtual Server Agent
SIGNATURE TECHNOLOGY GROUP, Trenton, NJ 2011 – 2014
Customer support engineer
STG has over 23 years of successful growth in the information technology sector. Through a network of over 6,000 certified technicians dispatched through a state-of-the-art, Web-based management system, STG offers fast, reliable support to any zip code in the United States.
Contracted to support users at New Jersey Office of Legislative Services.
Support District Offices in the State of New Jersey.
Support users at the Capitol Complex in Trenton, NJ
Deploy PC’s to users.
Troubleshoot/fix network problems with PCs/printers.
Performed Break-Fix on all PCs.
Imaging/builds for Laptops and PCs using Symantec Ghost.
Performed upgrades/installs and change of hardware.
Performed maintenance or installation of printers.
Maleware/Virus removal from user’s PCs.
Troubleshoot Windows OS problems.
Troubleshoot MS Office problems.
INTEGRATED SUPPORT STRATEGIES, Trenton, NJ 2010 – 2011
Network Technician
ISS is headquartered in Bala Cynwyd, Pennsylvania, just minutes away from center city Philadelphia. The organization has an entire field service division consisting of technicians possessing varying skill sets, who actively operate throughout the East Coast and Mid-Atlantic regions.
Contracted to support users at New Jersey Office of Legislative Services.
Support District Offices in the State of New Jersey.
Support users at the Capitol Complex in Trenton, NJ
Deploy PC’s to users.
Troubleshoot/fix network problems with PCs/printers.
Performed Break-Fix on all PCs.
Imaging/builds for Laptops and PCs using Symantec Ghost.
Performed upgrades/installs and change of hardware.
Performed maintenance or installation of printers.
Maleware/Virus removal from user’s PCs.
Troubleshoot Windows OS problems.
Troubleshoot MS Office problems.
DELL SERVICES, Princeton, NJ 2009 – 2010
Deskside Support
Dell Perot Systems provides professionally managed communications applications, workspace management services, and technology support that align resources with business needs to ensure high-quality services for employees and customers.
Contracted to support users at URS Corporation.
Deployed PC’s to users.
Performed Break-Fix on all IBM/Lenovo PCs.
Imaging/builds for Laptops and PCs using Symantec Ghost.
Performed upgrades/installs and change of hardware.
Performed maintenance or installation of printers.
Installation of McAfee Endpoint Encryption software on IBM/Lenovo Laptops.
Setup MS Exchange Mail accounts for users.
Maleware/Virus removal from user’s PCs.
LEARNING TREE INTERNATIONAL, New York, NY 2007 – 2008
Lead Lab Technician
Learning Tree International is a world leader in hands-on training for Management and Technology Professionals. They provide a full catalog of training courses for organizations looking to train their employees in Management or I.T.
Ensured all course equipment was properly maintained (i.e., clean, in good working order, and preventive maintenance performed at regular intervals).
Worked with Education Center Manager and instructors to ensure proper course hardware arrangements.
Ensured that Ed Center classrooms were setup properly and approved by instructors prior to course starts.
Ensured the timely duplication and installation of course software.
Maintained Ed Center internet connection and internet kiosks for students.
Repaired all equipment, as needed, outsourcing and tracking repairs that cannot be completed in the Ed Center Lab.
Maintained an accurate inventory of Lab supplies, spare parts, and equipment.
Maintained a clean, neat, and organized Lab area.
Used approved Learning Tree International purchasing and receiving procedures, ordered and stocked parts and supplies as needed.
Used internal databases to ensure proper version control.
Supported on-site courses.
KEY SYSTEMS, New York, NY 2006 – 2007
Desktop Hardware Support
Key Systems is a full service Information Technology Services Company, provides services for some of the nation’s largest and most demanding companies in the financial, consumer and service industries.
Contracted to support users at Lehman Brothers.
Deployed PC’s to users.
Performed Break-Fix on all HP/Compaq/Dell PCs.
Imaging/builds for PC’s using Symantec Ghost.
Performed upgrades/installs and change of hardware.
Performed maintenance, installation, and repairs for printers.
CONSULTING/CONTRACT/FREELANCE, New York, NY 2006
Client: Design Strategy Corporation – IMAC Technician
Design Strategy is an IT consulting and contract services firm that develops and implements cutting-edge technology.
Contracted to support users at Bear Stearns and JP Morgan (8000 users).
Performed roll outs of Dell PCs.
Performed Break-fix for Dell PC’s.
Performed Installs and change of hardware and software.
Imaged/builds for PC’s using Symantec Ghost.
Resolved printer issues.
Added objects into Active Directory.
Client: Kaljon LLC – IMAC Technician
Kaljon is a technology services company that provides systems integration, technical, management and support staffing services.
Contracted to perform roll outs for The Home Depot.
Replaced old existing hardware with new Dell PC’s and image/build new PC’s.
Configured new PC’s to be up and running on network.
Contracted to support Elizabeth Arden.
Supported users of EA when Lead Technical Personal was not available.
NH&A, New York, NY 2002 – 2005
Technical Support Engineer
NH&A is a reseller/vendor, 80% of their business is selling Firewalls and network security software and hardware products including NetScreen, CyberGuard, Watchguard, SonicWall, Checkpoint, Fortinet, F-Secure, Symantec, McAfee, CyberSoft, and Trend Micro.
Functioned as a one-man technical support department responsible for all aspects of hardware/software/network support.
Involved with pre-sales and post sales support.
Solved client’s technical problems via phone and e-mail.
Provided field technical support for NH&A customers.
NORTH COMMUNICATIONS, New York, NY 2000 – 2001
Lead Technician
North Communications manufactures information Kiosks and customized continuous display hardware. Clients were American Express, City of New York, NYC Family Court, HUD (Housing and Urban Development). Hired to run the New York City Branch Office and supervised one technician.
Installed, resolved and maintained customer’s kiosks.
Interacted with customers regarding installation, troubleshooting, and maintenance of kiosks.
Upgraded software and hardware for kiosks as updates became available.
Interacted with Customer Support Center to solve any network problems that incurred during the usage of the kiosks and the network.
Configured and installed routers to connect kiosks to network.
Interacted with ISPs and Telco’s to troubleshoot network problems.
FREELANCING/CONSULTING, New York, NY 1999 – 2000
Clients: Radar Marketing and Haschel Export
Resolved, upgraded and installed PCs for network infrastructure.
Interacted with users to troubleshoot and resolve hardware/software architectural problems.
Upgraded Token Ring topology to Ethernet.
CSS LABORATORIES, New York, NY 1998 – 1999
Field Systems Engineer
CSS manufactures PC and other hardware. Field Systems Engineer responsible for the design and installation of Local Area Networks.
Supported and troubleshoot PC’s for users of various city agencies such as the Mayor’s Office, DA’s Office, DFTA, NYPD, HPD, DHS, and NYFD.
The migration of Windows 3.1 to Windows 98 for Y2K Compliance through supervision and training of junior technicians on various technologies including LAN cabling (10/100Base-T, 10Base-5, 10Base-2), PC Hardware, and Windows 95/98/NT.
Interacted with clients regarding the installation, troubleshooting, and upgrading of the network or PC platform.
EDUCATION AND TRAINING
Learning Tree International, New York, NY – PC Service and Support Certified Professional
Xincon School of Technology, New York, NY – Networking II Course, 2000
Associate degree, Technical Career Institutes, New York, NY, Major in Industrial Electronics Technology, minor: Computer Technology, 1997
CERTIFICATIONS
CompTIA A+ September 11, 2010 CompTIA Network+ August 5, 2010
CompTIA Security+ November 20, 2010 CompTIA Server+ December 29, 2010
To verify certifications go to: https://www.certmetrics.com/comptia/public/transcript.aspx?transcript=6DL5NCW1KFVQYP7K
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