Technical Support Engineer

Summary

Solutions-focused, team oriented Senior Technical Support Analyst with broad-based

experience and hands-on skill in the successful implementation of highly effective

helpdesk operations and the cost-effective management of innovative customer and

technical support strategies. Proven ability to successfully analyze an organization’s

critical support requirements with a 96% one-call resolution, identify deficiencies and potential opportunities, and develop innovative solutions for increasing reliability and improving productivity. A wide understanding that consists of computer hardware and software, {including installation), configuration, management, troubleshooting, and support.

Certifications:

Lexmark Certified

IBM Certified

HP Desktop and Laptop Certified

3M and Epson Certified

Dell Certified

Work Experience

DECISIONONE, Devon, PA

Senior Field Service Engineer, Mar 2012 – January 31 2017.

Design and develop computer hardware and support peripherals, including central processing units (CPUs), support logic, microprocessors, custom integrated circuits, and printers and disk drives.

Provide training and support to system designers and users.

Evaluate factors such as reporting formats required, cost constraints, and need for security restrictions to determine hardware configuration.

Confer with engineering staff and consult specifications to evaluate interface between hardware and software and operational and performance requirements of overall system.

Direct technicians, engineering designers or other technical support personnel as needed.

Coordinate network operations, maintenance, repairs, or upgrades.

Maintain networks by performing activities such as file addition, deletion, or backup.

Configure and define parameters for installation or testing of local area network (LAN), wide area network (WAN), hubs, routers, switches, controllers, multiplexers, or related networking equipment.

Install or repair network cables, including fiber optic cables.

GO2ITGROUP, Westlake, OH

Senior Field Technician II, Jun 2008 – Mar 2012

Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.

Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.

Confer with staff, users, and management to establish requirements for new systems or modifications.

Hire, supervise, and direct workers engaged in special project work, problem solving, monitoring, and installing data communication equipment and software.

TEKSYSTEMS, Oklahoma City, OK

IT Support Technician, Jul 2007 – Nov 2008

Monitor the system for equipment failure or errors in performance.

Load peripheral equipment with selected materials for operating runs, or oversee loading of peripheral equipment by peripheral equipment operators.

Clear equipment at end of operating run and review schedule to determine next assignment.

Supervise and train peripheral equipment operators and computer operator trainees.

Analyze network data to determine network usage, disk space availability, or server function.

Configure wide area network (WAN) or local area network (LAN) routers or related equipment.

Identify the causes of networking problems, using diagnostic testing software and equipment.

Analyze and report computer network security breaches or attempted breaches.

HI-TECH ASSETS, Oklahoma City, OK

Laptop and Desktop Technician, Aug 2005 – Jul 2007

Test electronics units, using standard test equipment, and analyze results to evaluate performance and determine need for adjustment.

Perform preventative maintenance or calibration of equipment or systems.

Assemble, test, or maintain circuitry or electronic components, according to engineering instructions, technical manuals, or knowledge of electronics, using hand or power tools.

Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.

Develop training materials and procedures, or train users in the proper use of hardware or software.

Inspect equipment and read order sheets to prepare for delivery to users.

LYNN VOCATIONAL AND TECHNICAL INSTITUTE, Lynn, MA

High School Diploma, May 1975

US NAVY, IL

Advanced Electronics, Jul 1975 - Aug 1980

CONTROL DATA INSTITUTE, Cambridge, MA

Computer Technology, May 1980 Graduated Suma Cum Lauda

NORTHEAST INSTITUTE OF INDUSTRIAL ELECTRONICS, Boston, MA

Industrial Electronics, Sep 1982 - May 1984

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