Customer Support Engineer
Resume:
TONY PRINCE
* ******* ***** #****, *********, TX 77498, US · 832-***-**** · **********@*****.*** PROFESSIONAL SUMMARY
Technical Support Engineer with 6+ years of experience helping clients maintain smooth operations. Commended for rapidly and effectively resolving downtime and efficiently automating existing internal and external processes. Experience in configuring computers, servers and peripheral devices to work within established company and security parameters. Adept at managing permissions, filters and file sharing. Devoted troubleshooter with deep understanding of system architecture and diagnostics. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Expertise in LAN/WAN systems and Windows based environments. Commended for rapidly and effectively resolving downtime and efficiently integrating new hardware and components. Dedicated Technical Support Engineer professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. AREAS OF EXPERTISE
● Help Business Ticketing Systems
● Active Directory user management
● Office 365 Management
● Client and Server Technology
● Tier 1 and 2 level troubleshooting
● Build/Manage Virtual Machines
● Zendesk
● A+, MCP, MCSE
● TCP/IP protocol
● LAN/WAN
EXPERIENCE
Senior Technical Support Engineer Honeywell, ABM, State, Securitas Houston, Texas - October 2013 – Current
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Served as primary point of contact for support relating to owned solutions and products.
Diagnosing and troubleshooting PC software and hardware issues, Mobile Devices, printers, and miscellaneous of software and peripherals
Analyzed issues to identify troubleshooting methods needed for quick collaborative relationships with employees and management to ensure company objectives were achieved.
Organized and coordinated training for all employees, to ensure adherence to compliance regulations
Performed root cause analysis of reported issues to enact corrections.
Maintained response times to support business continuity.
Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment.
Documented faults and bugs for referral to development staff for use in updates.
Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
Provided guidance on installing and integrating new hardware components and software to remote clients.
Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
Met with team personnel to share details of discovered issues and recurrent custom complaints.
Communicated with stakeholders to share critical technical information and deliver project updates.
Explained technical information in clear terms to promote better understanding for non-technical users.
Analyzed issues to identify troubleshooting methods needed for quick remediation.
Designed tailored engineering solutions for customers based upon key requirements.
Researched new tactics to better hone responses and shorten remediation times. Lead Technical Support Engineer Walgreens Company
Houston, Texas - September 2006 – October 2013
Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
Develop and implement complex intranet and internet applications on multiple platforms.
Served as primary point of contact for support relating to owned solutions and products.
Analyzed issues to identify troubleshooting methods needed for quick remediation.
Updated and maintained current customer support database.
Suggested software and hardware modifications to reduce lag time and improve overall speed.
Communicated with stakeholders to share critical technical information and deliver project updates.
Documented faults and bugs for referral to development staff for use in updates.
Explained technical information in clear terms to promote better understanding for non-technical users.
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Provided guidance on installing and integrating new hardware components and software to remote clients.
Performed root cause analysis of reported issues to enact corrections.
Designed tailored engineering solutions for customers based upon key requirements.
Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment.
ACADEMIC QUALIFICATIONS
Master of Science (MS) Industrial Technology – 2006 Texas Southern University (TSU), Houston, Texas
Bachelor of Science (BS) Electronics Engineering Technology – 2004 Texas Southern University (TSU), Houston, Texas
TECHNICAL SKILLS
● JavaScript, HTML/CSS
● Technical writing
● MS Word, Excel, PowerPoint, etc
● JIRA, Zendesk administration
● Technical Support
● ITIL
● CRM and KB systems
● Network
INTERPERSONAL SKILLS
● Quick learner
● Social and communication skills
● Team work
● Working under pressure
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