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Customer Service Engineer Resume

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Confidential, CT

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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.

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