Engineer Service

C.J. Elliott Tualatin, OR

971-***-**** Email: ******@*****.***

MCSE, MCP, MCSA, MCTS, CompTia A+

AAS Degree in Computer Technology Heald College 2002

Diploma Network Support Engineer UEI College 2010

SYNOPSIS:

Troubleshooting, repairing and upgrading IBM, HP, Intel, Lexmark, Compaq, Dell and “white box” desktops, servers,

notebooks and printers.

Network switches, IBM Mainframe (AS 400), Windows Server 2003-2008 Enterprise R2 – including firmware

upgrades, driver installation and maintenance.

BIOS setup, hard disk partitioning, ghosting and other OS-related configuration.

IBM POS systems, handheld scanners, Telxon guns, Kiosk hardware/software

Desktop security practices, including patching and updating the OS, security settings in the OS and in applications

and anti-virus and anti-spy applications.

Windows XP to 8, Microsoft Windows 2003/2008/2012

Active Directory Management including domains, permissions and structuring.

SOFTWARE:

• Multi-platform software setup and configuration/images and backups

• CRM, HEAT, Remote Access, Terminal Services Manager, Shadow (Citrix)

• Active Directory

• Mainframe

• Microsoft Office products

• Familiarity with Apple products

TECHNICAL MARKETING ENGINEER / KELLY OCG @ INTEL HAWTHORNE FARMS AUG 2011 TO PRESENT

• Provide support for Intel Demo Depot customers. Assign tickets as necessary.

• Perform setup, evaluation and analysis of new PC, laptop, server product platforms and special projects.

• Develop detailed assembly and test instructions.

• Provide training and technical support to internal and external customers.

• Audit completed platforms (QA/QC) and provide customer support for Build Center products.

SYSTEMS TECHNICIAN ENGINEER • VNS SEPT 2010 TO APR 2011

• Responsibilities included call triage, prioritization, technician dispatching and customer response to emails.

• Repaired hardware including printers, computers, and laptops.

• Remotely monitored and managed sites utilizing SNMP and other 3rd party tools.

• Prepared and sent monthly reports on the performance, health and security information of client networks.

HELPDESK COORDINATOR / SUPERVISOR • GOTTSCHALKS CORPORATE MAR 2007 TO APR 2009

• Provide exceptional help desk support, diagnostics, and resolution planning for incoming I.T. service requests .

• Active directory, create, modify and add/remove users accounts and create/add groups

• Mainframe support for creating and managing user access and generating reports.

• Wrote procedures and processes for all phases of troubleshooting and training .

• Performed IMAC (install, move, add and change) for workstations and servers and printers for onsite employees.

DISTRICT TEAM LEADER • BANCTEC, INC. NOV 2006 THRU MAR 2007

• Directly supervised 25 field technicians for BancTec’s largest client; included training, performance evaluations,

scheduling, service call tracking and escalation management.

• Fielded customer and vendor service escalations, complaints and other service-related inquiries.

• Managed field support operations and maintained a service level agreement (SLA) of 95% was reached.

IT SUPPORT TECHNICIAN / CUSTOMER ENGINEER • BANCTEC, INC. MAY 2003 TO MAR 2007

• Provided PC hardware, software and networking support for established customers from the Central Valley to the Bay

Area.

• Traveled out of state when requested to assist the other service centers. *40% travel out of home area.

• Responsible for service coordination, problem determination and resolution, parts ordering, software support and

installation services.

• Conducted onsite warranty service for major PC manufacturers, including desktops, notebooks and laser printers.

• In charge of (IMAC) installation, upgrades, diagnosing, troubleshooting and maintaining clients’ hardware and

software.

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