Technical Support Engineer Resume

SUMMARY:

To be hired onto a strong team where I can demonstrate my technical abilities and stellar work ethic to earn a role as a foundation of a support team.
Linux hobbyist, spending a great deal of free time building and administering my own servers
Excellent customer service skills
Strong time management skills
Many years experience with computer networking
Firm grasp on Windows XP, Mac OS X, and several distributions of Linux

EXPERIENCE:

Confidential

Technical Support Engineer

Responsibilities:

In - depth analysis, implementation, and troubleshooting of software applications, SIP telephony, 802.11a/b/g/n communication, local area networks, speech recognition, Windows servers, and system configurations.
Assist in authoring and maintaining knowledge base articles for internal and external use.
Provide formal and informal training to customers, colleagues and partners.
Identify and advocate product supportability requirements.
Report product defects and enhancement requests.

Confidential

Technical Support Engineer

Responsibilities:

Part of an international team providing 24/7 support in a dynamic, fast-paced environment helping doctors, nurses, clinical staff, IT organizations, and system administrators deliver outstanding patient care.
Delivering technical expertise to investigate issues, research solutions, and achieve excellent customer service.
Provide professional server software upgrade and migration services to customers remotely.
Monitoring and responding to critical SIP, PBX, and other telephony issues customers may have.

Confidential

Back End Developer

Responsibilities:

Aided in the development of the infrastructure from the ground up using Python/Django deployed to Heroku.
Assisted with database model design structure using Heroku Postgres.

Confidential

Google Cloud Analyst

Responsibilities:

Part of a global operational support team that provides second and third level support for Google Apps in an enterprise with over 100K seats.
Experienced Second Level to VIP Support for Google Apps (Gmail, Calendar, Docs, Sheets, Slides and Sites).
Supported end users and agents on Mac OS X and bundled applications.
Assisted end users with obscure Google Apps issues while able to provide complete explanations and even provided workarounds the get end users running as soon as possible.
Updated and developed an application for Mac OS X 10.8.3+ which would automatically set up Apple Mail with the correct enterprise credentials using Applescript.

Confidential

Technical Support Engineer

Responsibilities:

Manage workflow and service request using robust CRM solution.
Work with other support groups and vendors to provide seamless support to customers.
Assist colleagues with general IT solutions.
Resolve customer complaints and develop a searchable knowledge base with a FAQ
Implement new technical support procedures to assist dealing with clients while providing top quality answers and research

Confidential

Developer, Desktop Technician

Responsibilities:

On site technician supporting and providing training on devices with Windows XP, Windows 7, Mac OS X (10.4-10.7), iOS (iPhone and iPad), Microsoft Office, Google Apps (gMail, gCal, gDocs and more), and others.
Designed robust user interface using PHP, HTML5, and other web based languages where users could strip attachments from their emails and automatically re-upload them to a secure server.
Developed an application for Mac OS X 10.6.8 which would automatically set up Apple Mail with the correct enterprise credentials using Applescript.

Confidential

Informatics Interoperability Technician

Responsibilities:

Successfully completed a high profile project at a large biotech company dealing with the issues that developed after merging information systems with another large biotech company.
Worked on site in South San Francisco and Basel, Switzerland to assist VIP customers in person with technical issues.
On site technician supporting and providing training on devices with Windows XP, Windows 7, Mac OS X (10.4-10.7), iOS (iPhone and iPad), WebEx, Microsoft LiveMeeting, Microsoft Office, Google Apps (gMail, gCal, gDocs and more), and others.
Provided support to customers using video conference and teleconference rooms.
Designed robust website delivering technical information regarding the use of multiple systems on individual calendar events, collaborative documents, Google Apps, Outlook and any other topics that arose as a result of the merger.
Troubleshot calendar issues between Google Calendar and Outlook, email issues between gMail and Exchange as well as Microsoft Sharepoint and many other document management systems.