Technical support Engineer

John MacNeil

*** ***** **** ***** ********* MN **126

651-***-**** **********@*****.***

OBJECTIVE

I strive to be a great asset to the company and the betterment of the IT infrastructure.

QUALIFACATIONS

Detail oriented and punctual

Independent worker with excellent time management and escalation skills

Fast learner and have the ability to work well with others

Outstanding multi-tasking skills and able to take on new and challenging projects

Strong problem management, troubleshooting and analytical skills

Very professional and dedicated to work

Ability to work at a fast pace and busy environment

Exceptional verbal and written communication skills

Outstanding customer service skills

SOFTWARE SKILLS

Strong knowledge of Microsoft Windows and Microsoft Office Suite- PowerPoint, Excel, Access, and Word, Windows server 2008, 2012, & 2016, SQL Server, SQL Management Studio, Windows XP, 7, & 8

Other programs - VM, Logmein, Moxie software, Webex, Salesforce, eDocs, iManage, NetDocs, Workday

WORK EXPERIENCE

Systems Engineer – Thomson Reuters – November 2016 – Present

Perform installations, upgrades, and migrations

Execute tasks outlined in project plans and agreements with customers

Maintain customer specific site documentation

Liaise with customer IT departments to ensure optimal product installation and support

Provide technical training to customers

Ability to work with virtual teams to successfully deliver projects or resolutions to escalations

Mentor/coach peers on the team on product installations and product issues

Legal Technical Support III – Thomson Reuters – June 2014 – 2016

Provided technical assistance to customers via phone, chat, e-mail, or other media types as assigned

Troubleshoot and solved basic common user problems in real time, including software functionality problems and questions, data communication/networking troubleshooting, installation problems and questions, and OS and browser related issues

Took ownership of all customer issues and utilize appropriate follow-through until the issue is resolved

Legal Technical Support II – Thomson Reuters – February 2013 – June 2014

Password Resets

Resolved technical issues via phone, email and live help for customers and field staff using Thomson Reuter’s legal products

Provided customer and technical support for proprietary products including installation, licensing, use, and problem resolution

Handled multiple priorities and managed numerous products and their features

System Support Specialist – Wand Corporation – December 2011 – February 2013

Provide technical support and troubleshooting to our customers regarding computer hardware/software, networking/connectivity and problem solving

Part of Implementation team, Configured POS systems for deployment to the customer

Follow through to ensure all tasks are appropriately communicated to the customer

EDUCATION

Associates Degree in Computer Network Systems Graduated December 2011 ITT Technical Institute, Woodbury MN

Certifications

CompTIA A+ Certified

Skills Acquired

End user support

System deployment

System configuration and migration

Disaster recovery

Systems, enterprise, network, and database administration

Web based applications and services

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