Technical Support Engineer

Louis Huff

Hutto, TX *****

512-***-**** • **********@***********.***

www.linkedin.com/in/louis-huff-88a39947

TECHNICAL SUPPORT / ENGINEER SKILLS

Flexible Technical Support Engineer with career success helping clients maintain smooth operations. Foster customer relationships, lead teams, communicate and collaborate across functions. Enhancing Customer Experience, and maximizing performance. Key areas of skill include: Computer Support & Maintenance • Hardware (Client, Sever, Storage, Network, MACs) • Software: Windows (Client and Server), MacOS, and MS Office Applications • Networking concepts: DNS, DHCP, Email, HTTP, SSL, OSI Model, and TCP/IP • Problem Solving • Analytical • Organization • Attention to Detail • Quality Assurance Testing • Collaboration • Client Relationship Management • Effective Communication • Training and Development • Power BI • VoIP

EXPERIENCE

Texas Department of Public Safety, Austin, TX

OIC System Analyst II May 2023 – October 2023

Monitor DPS’s backbone for outages

Provide assistance to DPS employees and/or Law Enforcement Agencies by telephone

Unlock / Reset DPS employees accounts

Created trouble-tickets for State Troopers’ patrol vehicles and escalating them to “In Car” support team

Cognizant at Meta, Austin, TX

Programmer Analyst June 2022 – Jan 2023

Solved issues from Meta’s Vice Presidents / Executive Assistants

Laptop break/fix support on both Windows and Macs

Mobile device break/fix on Android/iPhones

Created / Modify distribution groups/lists, mailboxes in Exchange via PowerShell scripting

Resolved user’s VPN, Password, Outlook access issues

Resolved user’s Windows and Macs OS error messages

Mitel, Austin, TX

Associate Technical Support Engineer February 2021 – June 2022

Solved Complex UCaaS on Mitel’s VoIP phones / network

Provide phone and e-mail-based support on supported Mitel products: Hardware, Software, Services

Explain how to install/setup Visual Call Flow / Contact Center / Interactive Voice Response

Take problems to full resolution

Provide guidance to other team’s members and take complex escalations

VoIP Logs using Wireshark

Resolved issues using remote desktop software

Dell, Round Rock, TX April 2011 - September 2020

E-Support Engineer / Triage – Dell Storage

Solved highly Complex / Escalations on Dell's Compellent & EqualLogic Storage Systems.

Generated Agent Metrics report via Power BI Desktop, weekly Customer Experience Reports, and helped on Repeat Dispatching Report.

Mentored new hires by providing guidance to improve their technical skills.

Backup Team Lead: provided guidance to L1 Technicians to improve their technical skills / solve complex issues

Contributed as Boeing Storage Specialized Expert - Handled escalations, developed templates, coach agents on policy and procedure

Raid: created / restored / fix customers logical drives

Dell, Round Rock, TX

Client Technician / Dell Enterprise August 2001 - April 2011

Solved highly Complex / Escalations on Dell's Client / Enterprise Systems

Explain how to install disk drives, printers, keyboards and monitors

Raid: created / restored / fix customers logical drives

Served as Backup Team Lead guiding L1 Technicians to improve their technical skills / solve complex issues.

Developed and maintained training documents and new progress to reduce PowerEdge case age

Enterprise tape back-up hardware and software

Supported Microsoft (client / server OS), Linux, VMware, Netware

System Administration showed / remoted in how to setup customers domains

Active Directory: showed / remoted in how to setup users accounts

Domain: showed / remoted in how to setup DNS, DHCP, Print Severs

Radio Shack @ Blockbuster, Austin, TX Sales Representative May 2001 - February 2002

Managed Store Operations using Radio Shack’s processes, procedures and tools

Demo Products to customers

Dell, Austin, TX

Dell ESG - FIV Engineer Technician July 2000 - February 2001

Ensure new factory software downloads were error free and pass burn test

Document / Report Factory Install Validation Test Cycle Results Using Dell processes and tools

Managed time & prioritize projects to make Ready to Ship dead lines

Identified problems, tested solutions, present recommendations

Dell, Round Rock, TX

Portable Technician / PG Internship Portables June 1997 - July 2000

Backup Team Lead / Level 2 Technician: provided guidance to L1 Technicians to improve their technical skills / solve complex issues

Developed and Maintained Customized “How To” Documents for L1 Support

Created and Delivered - Customized Training documentation for Customer Service Representatives

Mentored / Coach agents by providing guidance help them improve their customer skills

Lead / Participated from development to production on Dell’s laptops

Identified and tested solutions with estimated 1 billion savings for Dell

Explain how to install disk drives, printers, keyboards and monitors

Setup end user’s laptop systems

EDUCATION / CERTIFICATIONS

Bachelor of Arts (BA) in Computer Science, University of Nevada, Las Vegas (UNLV)

Six Sigma: Yellow Belt

Storage+ by CompTIA

DCSE Associate Server Certification

AWARDS

Bronze Star Outstanding FTF

Managers Excellence Award

CSS Spike Buster Team: Customer Millennium (presented by Michael Dell)

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