Customer Service Engineer

Sidney M. Siegel

Central Falls, RI ● Cell: 508-***-**** ● *******@*****.***

SUMMARY OF SKILLS

Work as a technical resource on engineering bridges on complex issues.

Define, coordinate, and prioritize customer feedback and ideas into engineering requirements for future enhancements to Company's services

Network & LAN, Iscsi and Fiber channel.

VMware ESXi, Windows Administration and Solaris internals

Programming Skills including: C++, XHTML, JavaScript, Ajax, Access, C#, My SQL, ASP.Net4.5 and PHP

Database file system organization and indexing, create update and delete tables, relations and hierarchy

Networking Skills include: Cisco-TCP/IP routing traffic, mapping, naming conventions, flow control

Hardware: CPU, memory, busses, I/O, drivers, file system and structure, virtual memory and buffering

Strong team collaboration skills

Manages Problem Handling processes across markets including Service Request creation and customer follow up or customer required responses.

EDUCATION

The College of Charleston, Charleston, SC

Bachelor of Science Degree in Business Administration,

Finance minor

New England Institute of Technology, East Greenwich, RI

Associate in Science Degree - Information Technology/Software Engineering

PROFESSIONAL EXPERIENCE

EMC Corporation, Hopkinton, MA 03/2015 – 12/2015

Technical Support Engineer

Versatile technical engineer / individual contributor with a proven ability to resolve customer issues and produce results.

Thrived in diverse, high-pressure environment with time-sensitive needs.

Documents problems and solutions; completes reports and service orders.

Troubleshoots hardware configurations to isolate and determine solutions in accordance with company standards.

Experience working in environment where success was gauged by balancing call handle time and first call resolution

Experience assisting customers through alternate intake channels (chat, email, web submission)

Experience working with a knowledge base

Experience using and supporting IP phone systems

Experience troubleshooting remote access tools (VPN) and general connectivity (LAN,WAN and SAN) issues by phone

Ability to demonstrate strong knowledge and experience supporting Host to Storage issues for Windows, ESXi and Solaris operating systems

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Sidney M. Siegel

Central Falls, RI ● Cell: 508-***-**** ● *******@*****.***

INTERNSHIPS

New England Institute of Technology Library, East Greenwich, RI

Peer Tutor

Assisted students and faculty with computer and printer issues, escalating any network and mechanical failures.

Assisted all patrons with reference and directional questions.

Logged and recorded all tutor statistics.

Secure Future, Warwick, RI

IT Intern

Resolved issues via remote log in, recovered data from the “vault” to retrieved back up files for client

Created new user profiles using Windows 7 Administration

Tested client machines, installed, updated and implemented software protection to clean drive including Malware bytes, super spyware, Glary 3, Super defrag, c cleaner and windows updates

Bel Air Metal Finishing, N. Kingston, RI

IT Intern

Updated web site using Coral Draw, HTML and Dream Weaver to create multiple pages importing images and adding relevant text

Researched and created a “Green Marketing” campaign promoting environmentally friendly products and practices by the company

Extracted and sorted over 40,000 email blast responses using Microsoft Excel, designed and implemented spreadsheets and “database” of business contacts based on various criteria set up filters for queries

MILITARY

Veteran - US Navy MM2

ADDITIONAL EXPERIENCE

Boston Market, Norwood, MA 2010 - 2012

General Manager

Built customer service focused team to exceed guest expectations through a stringent selection and training process with empowering team and follow up.

Managed inventory, cash, and labor in compliance with company guidelines.

Increased sales by double digit growth each period July – November, by aggressively reaching out to local businesses and informing of services offered.

New York Life Insurance Company, Providence, RI 2008 - 2010

Financial Services Representative

Assisted individuals and business owners solve financial problems through planning with Life Insurance and other investment concepts.

Licensed by FINRA Series 6 and 63.

Nationwide Insurance, Woonsocket, RI 2007 – 2008

Agent/ Producer

Interacted with clients, reviewed policies, discussed products available and needs of client.

Generated sales leads through aggressive marketing.

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