Objective:

To benefit a company with my experience in IT support and customer care roles, while allowing me to grow in a challenging environment.

Technical Skills:

Windows 7, Vista , XP
2000, 2003,2008 server
Dos, Windows NT, 9x
Helpdesk
Desktop Support
Field Service
Remedy
Microsoft Office Suite
Sun Microsystems Solaris
Linux
AIX AS/400
Novell
Lotus Notes
Symantec Anti Virus
Break Fix
Intel/AMD hardware
LAN/WAN/SAN
Citrix, VMware
Routers, hubs, and switches
Active Directory
Sun Microsystems Platforms
Sparc platform hardware
Enterprise servers
Sun enterprise server maintenance
IBM midrange and Storage maintenance
Blackberry and mobile platforms
A+ and Sun certified

Professional Experience:

Confidential CT. Sept 09 - Present
Customer Service Engineer

Responsibilities:

Perform project work related to installation of hardware, software, peripherals and troubleshooting of network connectivity, and to keep technical skills up to date in a very competitive job market.
Provide Desktop Support services, including break fix of PC Hardware, Printers, Cabling, and Software installations.
Responsible for planning customers computing, and communication needs.

Confidential, Hartford, CT. Apr 08 – Jul 09
Resident Field Engineer

Responsibilities:

Provide 24/7 Hardware support contracts for customer accounts.
Responsible for day to day field operations, primarily break fix, installations, adds moves changes,firmware updates, and preventative maintenance.
Worked closely with customers on the planning stages of installations and hardware removal, and related data center issues.
Maintained parts inventory.
Worked with a wide range of midrange and storage products, including IBM pSeries iSeries and xSeries and IBM 3584 tape library.
Sun Enterprise servers and storage.

Confidential Cheshire, CT. Oct 04 – Jul 07
Customer Service Engineer

Responsibilities:

Provide remote helpdesk support to outsourced clients at healthcare institutions throughout the country.
Interact extensively with end users and IT staff.
Triage calls that come into the Network Control Center.
Troubleshoot desktop, hardware, software, printer and server related issues.
Document trouble tickets.
Utilized DK and Remedy for ticket tracking.
Resolved issues on first call if possible.
Assigned tickets to the appropriate onsite team, escalating priority issues when necessary, while working within SLA guidelines, policies and procedures.
Manage user accounts and security via Active Directory, NT User Manager, Citrix Metaframe console, Novell, Kronos, Star Navigator, Cerner Millennium, AIX HP UNIX scripts and client specific applications.
Work primarily though remote control using LANDesk ISS, Terminal Services, Remote Desktop, SMS, and Citrix Console Management.
Perform network monitoring when necessary.

Confidential, Glastonbury, CT. Jan 00 – Mar 03
Customer Service Engineer

Responsibilities:

Worked closely on customer account, Sun Microsystems.
Responsible for day to day field operations, including break fix and software support.
Provided 24 hr service, working closely with Sun customers, Administrators and the Sun Solution Center, to minimize the service impact of high end mission critical UNIX systems.
Worked with a wide range of Sun products, from desktops to storage arrays to midrange servers.

Confidential Hartford, CT. Apr 99 – Nov 99
Desktop support Technician

Responsibilities:

Worked on customer site at the City of Hartford.
Responsible for completion of level 2 helpdesk tickets.
Performed break/fix operations on software and hardware to end users.

Confidential, Hartford, CT. May 98 – Feb 99
Customer Engineer

Responsibilities:

Worked on customer site Hartford Insurance Group with a 6000 user base.
Performed break fix work on user hardware.
Monitored completion of helpdesk tickets with call managers.
Worked on desktops, laptops, servers and HP LaserJet printers.

Confidential Simsbury, CT. May 98 – Nov 98
NT Migration Technician

Responsibilities:

Monitored hardware and software audits.
Imaged new desktops and laptops with company standard image.
Tested for network connectivity, upgraded existing machines with new NT image.
Installed software, drivers and necessary hardware.
Setup network printers.
Tested configurations and performed troubleshooting when necessary.
Maintained new and old inventory.

Confidential East Haven, CT. Oct 97 – May 98
Bench PC Technician

Responsibilities:

Intel / Windows hardware and software configurations on various PC’s.
Diagnosed and repaired Dos and Windows system problems.
Responsible for filling customer orders, provided helpdesk support.

We provide IT Staff Augmentation Services!

Customer Service Engineer Resume

Confidential, CT

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