Sign in

Engineer Customer Service

Mesa, Arizona, United States
75k-85k /year
September 12, 2018

Contact this candidate



cell: 808-***-****,


• Proven ability to create and deliver solutions tied to business growth, organizational development and systems/network optimization

• Skilled problem identifier and troubleshooter comfortable managing systems, projects and teams in a range of IT environments

• Excellent attitude and outgoing, positive demeanor in communicating with people of all levels of the organization

• Experience configuring, monitoring, upgrading and maintaining systems hardware, software and related infrastructure


• Microsoft Certified Technology Specialist

• Windows 7, Configuration; Windows Vista, Configuration, Charter

•Microsoft Certified Professional

• Designing, Deploying, and Managing a Network Solution

• Microsoft Windows 2008 and 2012 Server

• Microsoft Exchange Server 2007, 2010, and 2013

• Microsoft Office 365, Exchange Online

• CompTIA A+ Core Hardware and OS


• Keller Graduate School of Management -Master of Science in Information Systems Management –June 2012

• DeVry University -Bachelor of Science in Network Communications Management –February 2005


Senior Systems Technician

NeedThese, November 2017-July 2018

• Design and implement technical solutions for government and educational clients

• Directly responsible for leading, managing, and supporting team of 5 technicians

• Provide pre-sales engineering support for sales team

• Maintain and support internal IT systems onsite and remotely Technical Sales Engineer

TeamLogic IT, February 2016-September 2017

• Provide technical analysis of new and existing clients infrastructure to assess security risks, proactively identify technical issues, and develop extensive asset documentation

• Work with vendors and manufacturers to develop cost-effective network and business solutions

• Schedule and implement hardware and software solutions during non-business hours

• Develop and install scripts for automating alarm thresholds, deploying patches, and updates

• Resolve help desk requests and provide 24/7 technical assistance via onsite visits and Kaseya remote management and monitoring

Technical Account Manager

Managed Solution, February 2015-October 2015

• Worked with project and design teams to provide technical analysis of existing and potential clients’ business network systems

• Assisted business management teams with maintaining customer relationship using excellent communication skills to convey technical information to clients’ upper management

• Installed, updated, and maintained all PCs, servers, cloud-based infrastructure, mobile devices, networking and security appliances for 20 regular clients of up to 500 devices

• Developed technology roadmaps for future projects and upgrades to be recommended to clients

• Serve as a technical escalation point for the help desk and provide assistance with trouble tickets

Managed Solutions Engineer

Dataprise Inc., September 2014 –October 2014

• Promoted to specialized division to provide excellent customer service when interacting with end users, management, and executives

• Provided Tier3 escalation point for 3 man team of engineers supporting 70+ businesses

• Identified opportunities to resolve recurring issues with projects that improve infrastructure performance, network utilization, and reduce manual process-driven functions with technology

• Developed business needs analysis into scope of work with sales engineer to ensure all aspects of projects are properly accounted

Remote Support Engineer

September 2013 –September 2014

• Utilized problem solving, technical experience to resolve complex desktop/server/network/VoIP issues

• Provided senior-level technical expertise as Tier2 escalation point for evening shift after 6 months

• Used root cause identification and troubleshooting analysis to resolve complex technical issues

Contact this candidate