Remote Customer Technical Support Engineer

RICHARD BRAUNREUTHER

**** ****** ******* ****, *******, CA – 95648 – 279-***-**** – *************@*****.*** CUSTOMER TECHNICAL SUPPORT ENGINEER

Network Security

Hardware Installation &

Configuration

Hardware/ Software

Trouble Shooting

Cross-Team Collaboration

Business to Business Sales

Comprehensive Business

Knowledge

Proven decision-making skills and highly effective under pressure. Skilled at balancing multiple tasks to complete projects within deadlines. Skilled troubleshooter continually focused on identifying, isolating and resolving technical issues.

Strong knowledge and comfort within Microsoft-based server environments, along with all peripheral processes.

Comprehensive business knowledge and accomplished communicator skilled in building and strengthening relationships across functions to drive cohesive, strategic operations developed in hotel management, business to business sales, and finance and cost accounting experience.

BENCHMARKS & MILESTONES

● Managed truck inventory. Responsibilities included ordering parts, keeping updated manuals, firmware updates, circuit board repairs.

● Partnered with Level 1and Level 2 help desk peers based in the US, Ireland and the Philippines to resolve complex problems that required escalation.

● Managed and supported an electronic bench and line assembly team of 7.

● Wrote, designed, and produced production manuals for electronic bench and line assembly operations.

● Managed a team of twenty-five people to effectively run the operations of a hotel.

● Worked over time as needed.

CONSOLIDATED COMMUNICATIONS Roseville, CA Jan 2021 – May 2025 CUSTOMER SUPPORT LEVEL 4 (REMOTE)

Responsible for helping field techs repair customers’ issues and troubleshooting repair trouble tickets sent by level ‘one support’ to Engineering, if I cannot repair issue.

● Service Support: Repair DSLAMS, DSL. Legacy and fiber circuits by rebuilding them or instructing field tech to replace parts and rebuilding virtual circuits when physical parts will not repair the circuit.

● Daily Duties: Monitor ticket queue. Answer phone calls from field techs and outside customers. Build tickets and send them to dispatch. Repair virtual circuits.

● Misc. Train new employees, write new and update documentation. Be sure service is performed on a first in first out process. Perform anything else that management asks. NEC SACRAMENTO, CA Feb 2018 – Feb 2019

FIELD SUPPORT ENGINEER

Responsible for troubling shooting and repairing cash registers and self-check-out registers. Along with printers, scanners and other NEC products.

● Client Service: Customers include Walmart, Home Depot, Lowe’s, etc.

● Service Support: Territory includes: Galt to Yuba City and Placerville to Dixion.

● Daily Duties: Repair and maintain NEC cash registers and self-checkout equipment. Install new software and mechanical updates. Maintain accurate inventory cycle counts and order new parts when part inventories are low. Communicate with other Tech’s in the area to find best routes.

● Misc. Train new employees, write new and update documentation. Be sure service is performed on a first in first out process. Perform anything else that management asks. RICHARD BRAUNREUTHER – PAGE 2

PROFESSIONAL EXPERIENCE (CONT.)

QUEST MEDIA & SUPPLIES ROSEVILLE, CA Aug 2011-July 2017 SUPPORT ENGINEER

Partner with Level 1and Level 2 help desk peers based in the US, Ireland and the Philippines to resolve complex problems that require escalation. Provide detailed descriptions of issues in trouble ticket system and follow up diligently to ensure swift resolutions. Managed Service provider with over fifty clients and over 1,000 end points.

● Client Service: Deliver elite customer service through email, phone or internal system alerts. We rapidly diagnose, troubleshoot and resolve client’s issues in a high volume 24/7 technical call center.

● Server Support: Perform backup validations which include Evault, Veeam, Trend Micro, and Unitrends. Storage solutions including Netapp, Pure Storage. Virtual software including VMware. Security using ProofPoint, Sophos and Cylance.

● Windows support: Password resets, AD setup and maintenance, various Microsoft issues. Generating reports in SCCM with follow up and resolve. Troubleshooting various issues with Printers, VPN, GP policies. Hardware, and more.

● Mobile phone support: Configure and troubleshoot issues with Apple or Android phones, tablets, etc.

● Application support: Microsoft, Proofpoint, Intermedia, Unitrends, Veeam, Evault, Smarsh. Support client’s applications.

● Misc. Train new employees, write new and update documentation. Update and publish new turnover report each day. Perform needed duties in the Data centers (hook up crash cart, etc.}. Perform anything else that management asks. VSP Ra

INTERN, TECHNICAL ASSISTANCE CENTER JAN 2010-MAY 2011 Answered a high volume of calls and in-person inquiries; treated each person with respect and provided information and referrals.

● Client Service: Recognized for consistently exceeding customer service performance goals. Maintained a 70% first call resolution standard, and followed up to ensure resolution and complete satisfaction

● Data Analyst: Set up crystal reports, ran them against the HEAT system data base and communicated results to management.

FOUR POINTS BY SHERATON Sacramento, CA Aug 2008- Nov 2009 OPERATIONS MANAGER

Provided quick resolution to guest suggestions to ensure they were satisfied with services. Recognized and developed opportunity to save $25,000/year by establishing strict pour guidelines in the bar. Performed monthly inventory in all departments. Communicated with vendors in person, via telephone and email to secure best pricing. TIPS and Servsafe certified.

● Customer Loyalty: Increased reported customer satisfaction by 15%, resulting in increased repeat guests.

● Leadership & Training: Successfully trained a team of 25 people in the first six months. OTHER PROFESSIONAL EXPERIENCE

THUNDER VALLEY CASINO & HAWK’S RESTAURANT BARTENDER Lincoln, CA 2003-2008 SBC, PACIFIC BELL TELECOMMUNICATIONS CONSULTANTS Sacramento, CA 2005-2005 SBC, PACIFIC BELL TELECOMMUNICATIONS SERVICE SALES MANAGER Sacramento, CA 2002-2003 HEWLETT PACKARD COMMODITY PLANNER Roseville, CA 2002-2005 TECHNOLOGY PROFICIENCIES

Protocols: ISO/OSI layers, TCP/IP.

Operating Systems Windows 7, 8,10, Vista, XP, Server 2003, 2008, 2012, Microsoft Office Suite RICHARD BRAUNREUTHER – PAGE 2

PROFESSIONAL EXPERIENCE (CONT.)

/ Software: Word, Excel, Access, PowerPoint, Publisher & Outlook, Evault, Veeam, Unitrends, Trend Micro, Netapp, Pure Storage, VMware. Proofpoint, O365.

Hardware: Cisco PIX Firewalls, Cisco 12000, 7500, 3000, 2600 Routers and Cisco 65000, 3500, 2900, 5000 Switches, HP Network Devices, Various computers (lap top, Desk top). EDUCATION AND CERTIFICATIONS

HEALD COLLEGE, Roseville, CA

ASSOCIATE IN APPLIED SCIENCE, INFORMATION TECHNOLOGY & NETWORK SECURITY, 2011

(CURRENTLY STUDYING FOR CCNA NETWORKING)

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