Customer Service Engineer

Highlights of Qualifications and Certifications

• Microsoft’s Supporting Users and Troubleshooting a Microsoft Windows Xp Operating system Certification (Exam 070-271), August 2009

• CompTIA’s Security+ Certification (Exam SY0-101), March 2009

• CompTIA’s Network+ Certification (Exam N10-004), February 2009

• Microsoft Certified Systems Engineer (MCSE), October 2010

• Microsoft Certified Desktop Support Technician (MCDST), November 2010

• CompTIA’s A+ Certification (Exam 220-701 and 220-702) April 2011

• ITIL Certification (ITIL v3 Foundation Exam) February 2012

Technical Summary

• Ability to work effectively and cooperatively in a team or as an individual.

• Installation of software and hardware for computers

• Knowledge of Remedy Ticketing system

• Knowledge of Active Directory and NetIQ Directory and Resource Administrator.

• Knowledge of PC Operating Systems: Windows 2000, XP, Vista and Windows 2003 Server.

• Proficient with Microsoft Office 2003, 2007.

• Military, Civilian, and Contractor Personnel Management.

• Utilized SCCM software to push SMS update.

• Troubleshoot software issues concerning SCCM.

• Deployed Windows 7 via PIXI as well as Manually installing.

• Experience troubleshooting Windows 7.

Experience And Accomplishments

(Xtreme Solutions) 1/12 – 3/12

Senior Desktop Engineer

• Composed documentation for AppSense software suite, thoroughly correcting steps, acquiring new screen shots, and verifying all steps are correct.

• Troubleshot a variety of issues occurring with AppSense software suite, such as errors, connection based issues, and software not installing correctly.

• Collaborated with a team of others to ensure process of AppSense software installing a bases goes as smoothly as possible.

(TekSystems) 12/11 – 1/12

System Administrator

• Worked on team of people who troubleshot a variety of issues, ranging from hardware malfunctions, as well as software issues.

• Troubleshot/Restored blackberries for customer use.

• Spoke with dell customer support in order to get parts sent in and replaced for malfunctioning laptops.

(Teksystems) 10/11 – 11/11

CCRI Technician

• Worked on team of people remediating issues found during previous CCRI scan.

• Various levels of troubleshooting preformed, such as applying patches as well as editing registry entries.

• Performed research to find solution to various problems, such as removing certain files.

• Replaced hard drives as well as computers to remediate findings.

• Changed status of accounts and groups within “Local users and Groups” to remediate findings.

(Abacus Technology) 2/11 – 9/11

Customer Service Administrator

• Worked on servers to allow users to connect to the T-Metrics service.

• Performed wide range of duties, including troubleshooting of T-Metrics software, as well as physical desktop problems.

• Collaborated with foreign parties in order to resolve issues from a broad spectrum, including Phone outages, Databases not downloading to individual computers, as well as computers not being able to connect to the network.

• Cooperated with SCCM team on Lackland AFB to push and configure T-Metrics software.

• Troubleshot printer related issues, as well as mapped printers for users.

• Configured military computers for unique purpose of routing calls to and from the base, as well as working with users from several different bases to troubleshoot their similarly configured devices.

(Abacus Technology) 10/09 – 1/11

Desktop Management Specialist

• Validates network connection, printer connections, and functionality of machines on network.

• Creates user accounts in accordance with Air Force standard naming conventions and provides file, print, and messaging access.

• Communicates with clients and vendors to establish cordial/effective working relationship

• Follows-up with clients to verify satisfaction with rollout of building 171.

• Identifies deficiencies and supports actions necessary to correct conditions impacting machine functionality, availability, and compliance with standard configurations.

• Worked in a small group of technicians to set up hardware for a large customer base

• Established desktops, laptops, small printers, and scanners.

• Performed daily unclassified network operations to include network management, control, security and administration within Network Management, Helpdesk, and Network Administration work centers.

• Troubleshoot hardware and software issues pertaining to user logon.

• Mapped printers and network drives.

• Troubleshoot exchange issues.

(Indus Inc.) 09/08 – 08/09

Help Desk Technician I – Event Manager (Enterprise Service Desk)

• Team Lead of a group of 6 contractors.

• Provide Remote Assistance to Military and Civilian personnel throughout North America and Europe.

• Troubleshoot client software.

• Perform Remedy User Administration.

• Review and Quality check Remedy tickets that come through the Event Manager Group.

• Ensure technicians are following policies and procedures that are stated in the Communities of Practice. (CoP)

• Monitored and assigned technicians tickets via the Remedy Ticketing System.

• Assist other agents in troubleshooting and problem resolution.

• Instructed new technicians on the use of all tools and troubleshooting procedures.

• Focal point for technical advice by level 1 and level 2 techs.

• Assist supervisors with any necessary duties that will ensure better productivity, such as managing the production floor, and updating vital information.

• Provided 24/7 support to 300,000 plus Military and Civilian personnel.

(Abacus Technology) 03/08 - 09/08

Desktop Support II (Enterprise Service Desk)

• Reviewed Remedy and completed assigned tickets involving account maintenance, account creations, and account deletions using DRA(Active Directory)

• Assisting Multiple Air Force Bases worldwide via phone, email, Remedy ticketing system in an enterprise call center environment.

• Provided 24/7 support.

(Valero Energy Corporation) 11/07 – 03/08

Tier 1 Technical Support

• Strived for first call resolution

• Documented all calls in the Magic ticket system.

• Performed troubleshooting on desktops, laptops, and PDAs for local customers.

• Connected and setup network peripherals and hardware.

(Computer Solutions) 04/07 - 07/07

PC Technical Support

• Installed/configured Windows operating system and desktop applications.

• Tracked and resolved customer problems using Connectwise ticket management system.

• Soldered circuit boards under microscope.

• Configured Microsoft Outlook settings.

Further credentials are available upon request.

Contact this candidate