Customer Service Engineer
Resume:
Qualifications Summary
Customer-focused. goal and detail-oriented, results oriented professional with a strong IT background and education.
Strong Windows OS (Server 2000/2003/2008) & Windows applications expertise
Strong Integrated Systems expertise
Incident & Problem Management Software experience (Remedy)
In depth knowledge of incident ticket handling in fast past environment
15 years Linux-based applications expertise (CentOS 5&6, Ubuntu 12.04, SLES 11, RHEL 6)
Advanced computer skills, specializing in network administration, internet server administration, data center, remote administration.
Strong troubleshooting and problem-solving skills.
Selected Computer Skills
Installation and management of Windows (Win2k, XP, Win2k3, Win2k8, Vista, Win7), Red Hat Linux, Sun Solaris 9 and 10 and Cisco operating systems
Network technologies including DNS (WINS and BIND), Apache, SQL server, and mail server administration (SMTP, POP, Exchange)
Server Security/Hardening experience
Application Support and Deployment experience
Active Directory Administration
Lifelong learner, constantly investigating new hardware and software solutions
Education BS, Business Administration, 2010 - Colorado Technical University (3.58 GPA)
AAS, Network Administration, 2001 - Sanford-Brown College (3.74 GPA)
CompTIA A+ Certification, 2001
Professional Experience April 2002 to Current
Escaped Internet Services, LLC, Phoenix, AZ
Network Engineer
o Maintained a total of 6 servers running Linux & Windows. (mix of CentOS, Ubuntu, FreeBSD and Windows.)
o Configured VPN software for customers, and maintain SMTP, POP3, HTTP, HTTPS, FTP, DNS, SSH, FTP, Sendmail, Exim, Mailman, and OpenSSL.
o Perform network configuration testing utilizing Cisco 2610 Series router, Sonicwall Pro 2040, Packeteer Packetshaper, and a Netgear Prosafe FVS336GV2. I have two Internet connections coming in for my service. One business cable connection, and one DSL connection.
o Perform NAS configuration utilizing Netgear ReadyNAS Ultra 2 Plus devices.
o Provide on-the-side IT support to various clients, anything from virus removal to building new systems.
o Provide hosting services to businesses and individuals. This is primarily co-location services, dedicated servers and web hosting services utilizing Linux CentOS servers running CPanel/WHM software.
May 2012 to August 2012
Balance Staffing for Plumchoice, Phoenix, AZ
Remote Support Specialist
o Perform analysis on small business customer’s PC and make product or service recommendations.
o Utilized incident and problem management software to track incidents and problems with external customer systems.
o Managed & troubleshot Linux, Windows 2008 servers and Windows & Mac workstations.
o Identification and removal of Malware and Viruses.
o Remote-based support utilizing remote desktop software.
September 2011 to April 2012
Support.com, Inc., Phoenix, AZ
Solutions Engineer
o Perform analysis on customer's PC and make product or service recommendations.
o Utilized incident and problem management software to track incidents and problems with external customer systems.
o Identification and removal of Malware and Viruses.
o Remote-based support utilizing remote desktop software.
March 2011 to August 2011
STREAM GLOBAL SERVICES, INC., Phoenix, AZ
Retention Specialist
o Continuously worked to provide service excellence on every call, resulting in high customer satisfaction scores
o Provided responsive and proficient support ensuring that customer needs and issues are resolved at the first instance (first call resolution).
o Provided customer with recommendations to promote and achieve sales of products and/or services.
o Used computerized systems to track, document and retrieve information
o Handled customers objections and rebuttals by referring them to published materials and or to senior staff
o Learned, understood, retained and regularly updated and demonstrated product/process knowledge
July 2010 to February 2011
DIRECT ALLIANCE, INC., Tempe, AZ
Customer Service Representative
o Answered inbound calls from consumers and assess customer needs.
o Utilized all product knowledge and documentation to provide customers with product recommendations appropriate for their needs.
o Utilized incident and problem management software to track incidents and problems with external customer systems.
December 2009 to March 2010
ATJEU PUBLISHING LLC., Phoenix, AZ
NOC Engineer
o Answered new tickets within predetermines SLA and provided clients with updated information in their existing tickets.
o Performed server fixes and new server builds using Linux & Windows Server 2008.
o Managed the email queue by responding to basic sales questions, informing the client them that you are forwarding their inquiry to the appropriate person.
o Ensured spam, abuse and phishing complaints were handled internally as well as being forwarded to the correct client.
o Received and provided detailed status and work progress updates to incoming and outgoing shifts.
o Ensured servers and switch ports were properly positioned and labeled on a regular basis.
o Audited bandwidth graphs to ensure they are correct.
o Organized and cabling in a neat and uniform setup.
o Acted as night contact for data center organization of servers and racks and co-location section.
August 2008 to December 2009
AFFILIATED COMPUTER SERVICES, INC., Tempe, AZ
Customer Service Representative
o Delivered benefit election services to Glaxo Smith Kline (GSK) – a top client of ACS; helped their employees choose which options to go with, as well as which deductions they should make for 2009 plan year.
o Provided information and resolved issues (via phone support) in a timely, courteous, and professional manner.
o Followed-up on outstanding issues to ensure resolution, keep the customer informed on the status of research, and close out case when complete.
o Performed, tracked, and logged all transactions completed that were related to Human Resources and/or Benefits processes.
o Notified Technical Analyst and Team Manager of potential or recurring problems regarding issues.
o Understood, applied, and communicated conceptual elements of Benefits and/or Human Resources rules and regulations.
o Handled confidential information with sensitivity and discretion in accordance with Data Privacy requirements.
o Provided superior service and support to financial institutions that were calling to verify issuance of financial aid refund checks to the students of University of Phoenix.
o Assisted in the financial aid issuing process by converting incoming documents into an electrical format.
o Performed other duties as assigned by client, Apollo Group, and completed work in a professional and timely manner.
o Communicated with customers to identify needs, field questions, and facilitate account opening issues.
o Assisted customers with account issues (e.g. lost debit cards, materials not received, tax information, etc.) and answered general HSA questions; played key role in helping customers obtain excellent service and support.
May 2006 to May 2008
US Airways, Inc., Tempe, AZ
International Vacations Specialist
o Performed as a User Acceptance Tester for usairways.com & usairwaysvacations.com.
o Served as Destination Specialist for a major airline with flights to 200 cities in North America, Central America, Hawaii, the Caribbean, and Europe.
o Worked with a team of 24 other specialists in daily goal of providing vacation destination expertise and sales.
o Utilized tools to maintain and increase service levels to both internal and external customers and had sales of approximately $1mil a year.
o Worked closely with other departments to promote sales contests, clarify information, and distribute reports.
o Contributed to increasing Dividend Miles membership (by assisting in account signup and knowledge of special services available to Dividend Miles customers).
o Instrumental in improving customer-satisfaction ratings through suggestion, development, and implementation of new reporting procedures.
o Enhanced customer understanding of destination specifics and different hotel offerings.
February 2005 – May 2006
Volt for 2Wire, Tempe AZ
Help Desk Support Level 1
o Provide support to customers regarding 2Wire DSL Modem/Gateways
o Documented case utilizing Remedy for tracking and organizing trouble tickets.
o Actively communicate with supervisor regarding phone metrics and customer value / experience
October 2004 – February 2005
Honeywell (IBM), Phoenix AZ
Software & Hardware Break/Fix Technician II
o Provide level II deskside support for Dell Latitude laptops and Optiplex desktops.
o Supported 400-500 people in 6 different building.
o Utilized Remedy for tracking and organizing trouble tickets.
o Managed Active Directory accounts, printers and servers.
o Troubleshoot hardware and software troubleshooting as well as performing hardware replacements.
o Involved direct customer interaction and communication.
o Perform specialized software installation and support.
March 2001 - January 2004
AEG, Inc for Anheuser-Busch, Inc., St. Louis, MO
Network Administration
o Maintained, configured, documented, and supported multi-domain WAN/LAN architecture (Windows NT, Sun, Compaq DL380, and Linux running SuSE). Install patches and system updates, and maintain network security (including firewall setup). Coordinate daily backups. Recommended and purchased new hardware and maintain and install specialized engineering software.
o Served as a SME (subject matter expert) by writing and maintaining program libraries and technical documentation related to the administration and operation of the departmental network.
o Utilized Remedy for tracking and organizing trouble tickets.
o Assisted with successful rollout of a $1M pilot program involving Predictive Maintenance at all Anheuser-Busch breweries.
o Migrated Windows NT Server to Windows 2000 Server, and planned and executed rollout of 35 new PCs (backed up old files, set up new PCs, installed Windows OS and all software (assigned IP addresses).
o Built our Windows 2000 domain running on a Compaq DL380.
o Participated in disaster management and containment of the Welchia virus.
o Designed, developed and tested different Unix systems for consideration for interoperability with our Windows network.
o Implemented hardware and software system components for the purpose of the business operations of Productivity & Technology.
o Completed a wide-scale upgrade of software and hardware from Windows 9x and NT Workstation to Windows 2000 and Windows XP
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