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Customer Service Engineer

Charlotte, North Carolina, United States
February 05, 2018

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Gary Kaye



Electronic Equipment Integration Operations Management Documentation and Reporting

Staff Supervision and Training Customer Service and Relations Team Building and Leadership Process Improvement

Qualifications Profile

Results-focused, detail-oriented, and multifaceted professional, offering well-rounded experience and technical skills in providing desktop support and IT services. Equipped with unparalleled work ethic, along with expertise in resolving technical issues, handling multiple priorities, and delivering first-rate customer service. Effective at coordinating team efforts to attain productive operations and organizational goals. Articulate communicator; able to establish strong relationships and work collaboratively with individuals of diverse backgrounds.

Professional Experience

Wells Fargo, Charlotte, NC

2nd level IT Support May 2017–September 2017

Hold accountability for desktops, laptops and ATM network maintenance and issues resolution, as well as Remedy tickets editing, Take charge of accommodating phone calls and email support requests as well as performing electronic networking, IMAC tickets, Image laptop/desktops via Altiris

Coordinate with technical experts and venders when necessary

First National Bank, Greensboro, NC

IT Support Field Engineering Lead February 2017 – April 2017

Deployed servers, desktops, laptops and printers, configured IP addresses, Cisco switches, for new network. Did trouble shooting when needed to resolve any


IT Operations Support January 2016 – December 2016

Supported desktops, laptops printers and ATMs, responding to voice calls, emails, electronic tickets as well as administered security database, technical support telecommunications, and server performance. Reimaged equipment via SCCM when needed.

Collaborated with the team and other departments; dispatched technical vendors when necessary

DynamiC QUEST, Greensboro, NC

System Administrator Desktop Support September 2015 – November 2015

Rendered second-tier technical support, as well as resolved all inbound incidents and entered data into Remedy ticketing system

Efficiently managed server issues, desktop issues., while maintaining 96% of service level agreement (SLA)

Administered 2003, 2008, and VM servers, as well as Active Directory, testing, production, and data servers

Delivered outstanding services for servers and desktops in plant, Windows XP, 7 & 10

Performance Fibers, Salisbury, NC

IT Administrator Desktop Support June 2014 – December 2014

Assumed responsibility in providing system administration and desktop/ laptop/printer support

Drove efforts in maintaining SLA over 95%, while expertly utilizing Active Directory, DNS, and DHCP tools, managed pagers for company, Deployed 150 desktop systems using SCCM technology and Altiris,

Time Warner Cable, Charlotte, NC

Field Service Engineer February 2014 – May 2014

Took charge of the deployment of 300 systems including SCCM deployment system

Provided support to users on laptops and desktops, as well as maintained 95% of SLA

Lowes home IMPROVEMENT, Charlotte, NC

Field Service Engineer November 2013 – February 2014

Proficiently utilized server and point of sale (POS) equipment

Supported wide area network (WAN), local area network (LAN), local, and remote users through Active Directory including CAT5 and Fiber

Executed installation of IT hardware, break/fix, VMware, and VPN

Exemplified familiarity with ServiceNow technology

Bank of America, Charlotte, NC

System Administrator June 2013 - October 2013

Conducted installation of 45 desktops, IBM-Macs Avaya phones, 2/2003 rack mounted servers, and 1/2008 server/1 UPS system, system support included system servers, Cisco switches and routers. Supported VMware

Implemented production support, server maintenance, Active Directory and break/fix utilization, and updating of proprietary programs during user acceptance testing (UAT)

Xerox, Charlotte, NC

Deployment Services Engineer February 2012 – May 2013

Deployed multifunctional printer (MFP) deployment, deskside/laptop support, provided instruction, support for new users

Walgreens, Dallas, TX

Field Service Engineer August 2011 – February 2012

Initiated installation and data backup of servers, performed troubleshooting when necessary, performed restoration of data, Point of Sale ( POS) equipment data migration; LAN/WAN support, Cisco switches

ITT, Baltimore, MD

Field Engineer May 2010 – July 2011

Conducted migration from Exchange 2008 and Microsoft 2003 to Microsoft 2008 R2 domain for all end users, which involved maintaining ticket status and resolving client LAN/WAN issues, Airwatch, VMware, supporting servers

Held responsibility in updating Blackberries, Mobile Devices, VMware,

Duracell, Lancaster, SC

Field Service Technician Deskside Support May 2002 -October 2009

Oversaw desktops and laptops, while maintaining 96% SLA

Took charge of DHCP networking, Novell, DNS issues, Cisco routers, and Transmission Control Protocol/Internet Protocol (TCP/IP) network support


Computer Science Degree – Central Piedmont Community College, Charlotte, NC

Professional Development


Elite Training, Charlotte, NC RETS Electronics, Miami, FL

Sylvania Technical School, Hempstead, NY VMware (2015), Cisco (2017), and Server (2012) Training


Microsoft Certified Systems Administrator (MCSA)

CompTIA A+ Certification

Technical Acumen

Windows 10, 7, XP, 98, NT, 95 Office 2016, 365, 2013, 2010 Magic Remedy Tivoli

Active Directory SCCM Norton McAfee Windows Migration Tool VMware

Cisco Routers and Switches LAN/WAN DHCP VPN Citrix

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