Customer Service Engineer Resume Format in Word Free Download -->

Customer Service Engineer Resume Format in Word Free Download

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309 Rolgom Place Ct
Houston, TX 77001
Phone 832-722-9876
E-mail Lilly.Johnson@netscape.net
Lilly Johnson












Objective



Summary of qualifications
 

        










Certificates
To pursue a career as a Desktop Technician in the IT field while enhancing my leadership and technical skills in a real world environment within a faced paced company using cutting edge technology.

Windows 3.x, 95, 98, ME, NT, 2000, XP, Vista, Windows 7 and some experience with Macintosh version 8 and 9.
MS Office 97, 2000, XP, 2003 and 2007. Lotus Notes 4.6, R5 and 6.5, Administrating Active Directory, Symantec Enterprise Vault, Novell Netware, Right-fax, Ghosting, Blackberry and Treo device support. Ability to troubleshoot advanced desktop and VPN network connectivity issues. DNS, DHCP, and WINS. Application\Hardware support, Disaster Recovery Planning, Imaging and 24\7 on call technical support. Market Data services and media backup support.  Voice support for IPC Turrets, Nortel, Avaya and Cisco phone systems.

 Areas of Competence (i.e., skills and abilities) Good analytical skills in trouble shooting techniques, the ability to determine root cause of problem accurately Good research techniques to find solutions to problems, may need to consult with others. Utilizes reference materials. Ability to handle problems that are unknown and new with confidence. Multitasks by think type, troubleshoot and prioritizes activities appropriately while setting personal goals.

Also won MVP award in less than 3 months and MSD award in 5 months.

(MCT) MICROSOFT CERTIFIED TRAINER,  (MOSMI) MICROSOFT OFFICE  SPECIALIST MASTER  INSTRUCTOR 2000, XP, 2003, (MCAS) MICROSOFT  CERTIFIED  APPLICATION  SPECIALIST 2007, (MCP) MICROSOFT CERTIFIED PROFESSIONAL


MS Office 2000, XP and 2003
HTML Programming 4.0
Windows 2000, XP 2002
TCP/IP
ITIL Foundation
Acrobat 4.0
FrontPage 2000
Publisher 2000
Photoshop Elements 2000
Group Wise 5.5
Word Perfect 8.0
DSL Technician
SAP R/3 V4.0 2000
PC Technician
Visio Professional 2000
Customer Service Engineer
Crystal Reports 8.0
Effective Communication
Lotus Notes 4.5/R5
Intercultural Business Etiquette
MS Office Macro Programming
Giving and Receiving Feedback
MS Office Web Components – Collaboration
MS Office Document Integration
Certified Trainer (TTT)
ACT 2000




Professional experience










































































































Education

Relocated To Houston                                                                   July 2000

Bear Energy\JP Morgan                                                           October 2006 to December 2011
Houston, TX
Sr. Desktop Support Specialist Trade Floor Support

Responsible for providing IMMEDIATE Desktop Support services and project management for completion of assigned desktop projects for the PC user community in a Microsoft Windows NT \ 2000 \ XP and Windows 7 networked desktop environment. Supporting various market data applications ICE, LIM, SCADA, Bloomberg, Endur, Athena, Reuters and CQG. Voice support for IPC Turrets, Nortel, Avaya and Cisco phone systems. VPN support media backup. Performed project management for applications and migrations that will be applied to company image. Responsible for maintaining Communications\Server room 24/7 support. Conduct Security Reviews for firewall rules. Respond to and resolve all assigned calls within guidelines set by current Desktop SLAs and SLOs. Perform Hardware \ Software implementation at the desktop as assigned by Regional Technology Manager under the guidance of NY Senior Management. Preparation of appropriate technical documentation, surveys, project reports and other written presentations in compliance with established time lines. Provide desktop build and technical support for Disaster Recovery Planning (Senior DR Tech). Liaison between the business and vendors. Conducted all department relocations and new floor builds. Occasionally traveled out of state providing technical support. Responding to after hour network outages and user related issues. Breaks fix support for all applications and network connectivity issues. Interviewing and hiring new employees.

Washington Group International C\O ASI System Integration August 2006 to October 2006
Houston, TX
Sr. Desktop Support Specialist

Provide overall computing, communications, project management and office support for migration from 2000 to XP. Responsibilities included imaging (Ghost) laptops and desktops, activating LAN and phone ports. Configured and troubleshooting of Treo handheld devices, configuring and troubleshooting Exchange accounts (Outlook 2000 and Outlook 2003). Provided training for Remote Access connectivity (Cisco VPN). Conducted offices moves and performed daily desktop support from hardware to software related problems. Also performed technical support for any application issues that were escalated to Level III. Occasionally acting IT Manager.


ExxonMobil C\O TAC Worldwide                    February 2005 to May 2006
Houston, TX
Sr. Computing and Communications Specialist

Provide overall project management, desktop, communications and office support to all Project Services teams.
Responsibilities included serving as group liaison with GIS (Global Information Services).
Ensure timely management of all activities assigned.
Ensure proper management of LAN Access/Internet reviews and data scans.
Disaster Recovery Planning
Relieve professionals of routine/technical tasks.
Reduce general email traffic across Project Services.
Offer standardized approach and documentation.
Assist project team in using applications and routine desktop support.
Provide PS management team with an efficient and effective

communications environment.
Key Performance Indicators.
# Of outstanding computing tasks.
Prompt and accurate resolutions to computing issues.
Prompt and accurate resolutions to communications issues.
Effective and timely completion of key deliverables.

Getronics C\O Burnett IT Group            November 2002 to February 2005
Houston, TX
Help Desk Analyst II

Responsibilities included 100% phone support of network infrastructure, troubleshooting over 80,000 user’s technical problems, assisting in creating a knowledge base for solutions; maintaining user satisfaction with the quality and timeliness of help desk operations; meeting service level agreements; providing basic training on office productivity software, hardware includes desktops, laptops, printers, scanners, palm pilots, blackberry, VOIP, docking stations, modems and many other peripherals. Resetting many types of network and application passwords. Troubleshooting remote connectivity issues. Primary contact for any MS OFFICE issues 100% resolved rate. Lotus Notes 4.6, R5, Outlook 2003, and many other types of proprietary software. Working in Windows 95, 98, NT, 2000 and XP environment.

Also won MVP award in less than 3 months and MSD award in 5 months.

Imageworks C\O Administaff                         March 2002 to January 2003
Houston, TX
Document Specialist

Responsibilities included but were not limited to operating digital copiers, printers and faxes, testing and troubleshooting various types of software, training co-workers and developing and documenting procedures for using and manipulating many types of software to work well on network and digital equipment. Working in Windows NT, 2000 and XP environment.

Getronics C\O Burnett IT Group                        January 2001 to May 2001
Houston, TX
Tier 1 Analyst

Responsibilities included but were not limited to providing IT diagnosis via telephone support for 750,000 + users average from 35 to 50 calls per day using Vanitive and Oasis tracking software, resetting customers passwords  assisting in creating client accounts configuring e-mail and news accounts and resolving customer complaints. Working in Windows NT, 2000 and Macintosh environment.

Troubleshoot and resolve physical DSL connections, configure dial-up connections. Assist client-installing software, configure basic TCP\IP settings, configure network settings, assist client installing NIC via telephone support and troubleshooting browser related problems.

Research network problems performing pings and trace routes to escalate to Broadband (NOC) creating trouble tickets for activity tracking.



Xerox C\O Lizdan Inc.                                      August 1996 to July  2000  Chicago, IL
Customer Service Engineer (Copier Repair Technician)

Responsibilities included but were not limited to troubleshooting and repairing various types of digital and analog copiers. Working in Windows 3x, 95, and 98 environments.

Performing installations and upgrades on copiers help desk support, maintaining good customer relations, training and assisting co-workers.

Mid-American Printing                              November 1995 to August 1996
Chicago, IL
Supervisor Copy Center

Responsibilities included but were not limited to scheduling daily jobs for production. Training personnel, upkeep and preventive maintenance of office equipment and copiers taking job requests from customers, and handling customer complaints.

(MCT) MICROSOFT CERTIFIED TRAINER,  (MOSMI) MICROSOFT OFFICE  SPECIALIST MASTER  INSTRUCTOR 2000, XP, 2003, (MCAS) MICROSOFT  CERTIFIED  APPLICATION  SPECIALIST 2007, (MCP) MICROSOFT CERTIFIED PROFESSIONAL


Houston Community College                                          June 2002 to 2003
Houston, TX
Major Microsoft Office Technology Specialization A.A.S.
All class are taken over the Internet.

New Horizons Computer Learning Center    August 2001 to September 2004
Houston, TX
Desktop Business Applications
All class are taken over the Internet.

Robert Morris College                                               July 1998 to May 1999
Chicago, IL
Major Computer Science\Network Specialist (36 college credits). 


                              References Available Upon Request

 



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