Customer Service Engineer

Brooke Albertz

**** ******** **. ***#*, Menomonie, WI

Mobile: 651-***-****

Email: ********@**.*****.***

http://www.linkedin.com/pub/brooke-albertz/47/938/607

SUMMARY: Hardworking, eager to learn, willing to dedicate extra time to grow with a company that is a good fit for my career path. ABILITIES:

10 years in the Information Technology field, multiple roles Excellent written and verbal communication skills, with an eye for detail. Extremely productive in a high volume, high stress, environment. Maintain a can do attitude. TECHNICAL EXPERIENCE:

Computer Hardware/Peripherals: HP, Gateway, DELL, Omnitech, Lexmark printers, IBM printers, Xerox, IBM, NCR, POS equipment

Network Equipment: Cisco Routers/Switches, Netgear

Network Environments: Windows, Linux

Applications: Active Directory, MS Office (Word, Visio, Outlook)

Specialties: Virus removal, Advanced Hardware, Software, and Network Troubleshooting, Can configure Cisco products, Cable Management, Software/Hardware Installation, Can set up a network in its entirety from the network cabling and network configurations to the workstation setups, domain and adding user accounts.

EMPLOYMENT HISTORY:

May 2010 - Current Silicon Graphics

Computer Engineer

Set up standard testing procedure to conduct functional, operational, and reliability of the products under a real dynamic Manufacturing Operational Environment.

Adjusted, calibrated, aligned and modified components and records effects on unit performance to cabinet, working closely with Quality Control to ensure all products are at the highest quality. Troubleshooting and solving hardware and software problems such as Linux OS (CentOS, SuSE, and Red Hat) and Windows Server OS (W2K3/W2K8).

Using log files to determine failures of each system. Supporting production and engineering team for failure analysis of each rack-mount x86_64 brick servers.

July 2008 to May 2010 OnForce Contracted IT Professional Responsible for customer service, duties included on site IT support for hardware and software related issues. Responsible for updating call tickets with status and progress, parts ordered and tracking numbers. Prepared documentation for completed calls. Generated repeat business through successful client follow-up. April 2006 to July 2008 Elite Tek Services (Getronics/Compucom) Field Service Engineer

Responsible for customer service, duties included providing on site hardware and network support/troubleshooting for various retail and financial institutions such as Target, Home Depot, CitiFinancial, and State Farm. Responsible for entire office relocations (uninstall/reinstall) Managed inventory and parts order Updated call tickets with customer information, call status and progress, parts ordered, and closing information. Responsible for maintenance and upgrades before and after store hours Provided phone support for customer in an attempt to resolve issue before dispatching to site. Software installations (Server, workstation, POS) Maintenance/troubleshooting/installation of POS systems Maintenance/troubleshooting/installation of network printers and access points Responsible for all sites within 150 miles radius of home and required to travel to these sites if a call is placed in my queue. Became Dell certified to replace equipment under warranty. Became certified to work as a network admin for State Farm accounts. Performed preventive maintenance procedures on entire stores for Targets, and Home Depots in my service area. Maintenance\Configuration of MDF’s and IDF’s (servers, routers, and switching equipment) Acknowledge and received documented credit for the resolution of reoccurring product issues.

September 2004 to April 2006 Chippewa Valley Technical College IT Support Technician

Provided troubleshooting and maintenance of computer hardware and end-user networking issues for students and faculty. Customized workstations with specialized software for specific student labs, for example AutoCAD for the architectural design labs, and workstations configured with multiple operating systems to choose from for the networking student labs. Customized workstations and laptops for faculty Built several new labs throughout the campus (made Ethernet cables, punch downs, pull cabling, installed workstations and imaged them with ghost, patched them through to the IDF) Upgraded computer labs during holidays and while school was closed. Maintenance/troubleshooting/installation of network printers Reported network issues to Network Administrator

EDUCATION: Chippewa Valley Technical College: A.S. Computer Network Specialist (2004-2006) Graduated from Cisco Academy Training (Cisco I Networking basics, Cisco II Routing, Cisco III Switching and VLANS, Cisco IV WANs) and completed CCNA prep course. Completed Windows 2003 Administration with Active Directory, Netware Administration, and Unix Administration courses. This degree also specialized in a Network design, installation and troubleshooting course where I worked with a small team of students to design and implement and run services over a WAN. Devry University: Computer Engineering (2007-2010)

. CERTIFICATIONS:

A+ Dell workstation, Server, Laptop CCNA-pending

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