SUMMARY

• Recognized for technical troubleshooting skills for challenging technical issues. • Quickly leam and master new technologies; equally successful in both team and self - directed settings.

TECHNICAL SKILLS

• Windows CE, XP, Vista, Se7en, Mac OS, Android, Fedora 12 & MS Server 2012r2 Knowledge of Oracle 11g Express.
• MS Word, Power Point, Excel, SAP, Adobe Illustrator CS6 & Photoshop CS6, NEOTRACE, LogMeIn, Bomgar, Nexus & SCCM.
• HP Designjet & Latex Designjet Certified Engineer - Certified in all other HP Products such as Laptops, Desktop & Printers, Certified Lenovo Server.

PROFESSIONAL EXPERIENCE

Confidential

Field Service Engineer

Responsibilities:

• Met all SLAs every day
• Knowledge of troubleshooting all HP Proliant server, Dell & IBM servers and some SUN Systems.
• Parts are to be returned on a daily basis.
• Used ticketing system for managing customer tickets and update for closures.
• 100% hands on troubleshooting/repairs
• Field Engineer for New Jersey & New York City.

Confidential, PA

Enterprise Server Engineer/Field Engineer

Responsibilities:

• Knowledge of troubleshooting all HP Proliant servers and Lenovo servers.
• Returned all parts daily and keep a record of tickets completed along with customer signature and tracking information for parts.
• Conduct weekly conference calls to other techs in the area.
• Provided on call 24/7 on call service to customers with a 4-hour response time.
• Kept all servers up to date, and completed new certifications as they are released.
• 100% hands on repair
• Repaired/replaced all components of a HP and Lenovo servers (Certified in HP & Lenovo Servers) Troubleshoot servers, updated firmware for customers.
• When a ticket is placed in queue, customer is contacted immediately and we provided a quick troubleshoot over the phone.
• Averaged 9 out of 10 on customer service reports.
• Provided training to customers and new employee
• Provided support & training to entry level techs

Confidential

Customer Support/Field Engineer

Responsibilities:

• Provided support over the phone
• Troubleshoot both hardware/software to get site up and running again
• Walked customers through wiring diagrams and setting up a product
• Log detailed tickets for future support information.
• Ability to provide detailed support over the phones to help customers understand more easily.
• Averaged 15 call a day.
• Created network diagrams for customer
• Created, edit or move customer’s database to an upgraded server.
• Added network equipment to a segregated IP scheme and create personal hotspot for their customers.

Confidential

Desktop/Hardware Engineer/Help Desk

Responsibilities:

• Used a Ticketing system called ICEE to track calls, log calls, ordered parts and managed my own schedule Calls are acknowledge by accepting it in the ticketing system followed by a courtesy call to the customer
• Monitor calls daily and made sure client is up to par with the status of their ticket.
• Upon completion of repair, double check to make sure machine is functioning properly.
• 100% hands on experience in repairing printers, laptops, Designjet and desktop.
• Was able to adapt to any environment visited
• Followed up with each client every day to check the outcome of the job and if they were satisfied.
• Completed daily and weekly training for upcoming products.
• My Customer satisfaction is an average of 9.5 out of 10.
• Must have impeccable customer service skills
• Certified Hardware Engineer also certified to work on top of the line equipment such as the HP Designjet.
• My goal was to provide excellent customer service skills and made sure my customers came first.
• Have an outstanding knowledge of all hardware for HP.
• Covered a radius of over 200 miles north and west of PA.
• Provided detailed documentation of every work completed for our clients.
• Providing network support, maintaining servers, updating databases and backing data up.
• Worked with Active Directory adding users, printer and computers to the server.
• Used many tools to help provide security from Malware, Trojans and even unknown IP addresses and spam filtering.

Confidential - Swiftwater, Pennsylvania

Support/Help Desk Analyst/Contractor

Responsibilities:

• Resolved incoming contacts for technical assistance through telephone and web service.
• Managed and troubleshoot a variety of applications for Sanofi Pasteur employees
• Active Directory, locking and unlocking accounts, viewed and pulled up clients account and also did password resets for them.
• Coordinated and ticket client’s incidents and try to resolve their issue as quickly as possible.
• Detailed orientated, very good at explaining the situation with both client and when escalating the service to a technician.
• Monitored high severity incidents to ensure resolution within communicated Service Levels.
• 30-35 calls on a daily basis with a success rate 85% for the support team.

Confidential - Stroudsburg Pennsylvania

Computer/Electronics Specialist/Key Holder/Supervisor

Responsibilities:

• Provided best class level of customer service.
• Was in charge of all Electronic Merchandises, Control Center jobs and responsible for driving sales at OfficeMax
• Brought in a total of 8,000.00 a week in technology sales alone.
• Computer specialist falls under management level, which entails managing 5-6 employees and consultants on a daily basis.
• In charge of taking care of all computers that come in the store for service.
• Troubleshoot various computers and provided repairs for a corrupted hard drive, troubleshoot and repaired why the computer cannot connect to the internet and many more various scenarios.
• Answer phone calls and provided troubleshooting tips over the phone and work closely with support.com to help address their problem remotely using Nexus.

Confidential - New York

Computer/Electronic Tech Lead/Supervisor

Responsibilities:

• Served and managed a fast pace store that averaged 10,000.00 a week in sales for the store.
• Serviced and repaired laptops & desktop computers, build computers for customers who want more out of their machines.
• Researched and troubleshoot to figure out the source of the problem, conducted role plays and trained upcoming leads for other stores in NYC.
• Answered phone calls and provided troubleshooting tips over the phone and worked closely with support.com to help address their problem remotely with Nexus.