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System Support Engineer Resume Samples
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10+ years of experience
Installed, tested, problem diagnosed, repaired, maintained, upgraded, and provided 24 hours a day, 7 days a week support services to ensure reliable operation (in a time critical environment) for industrial real-time data acquisition systems, process control systems, security computer systems, PI systems (power plant information systems), industrial PC systems, and a variety of electronic analytical instruments.
- Designed and implemented hardware modifications and enhancements-drastically reduced down time of the systems and increased reliability rate.
- Developed preventive and predictive maintenance program, which extended the systems life up to 15 years and determined maintenance schedule and priorities.
- Reduced department’s yearly budget (saved up to $50,000 per year) by analyzing inventory needs and troubleshooting faulty assemblies to the component level.
6-10 years of experience
Managed support accounts and industry tradeshows for high performance graphics workstation manufacturer. Systems utilized proprietary graphics hardware and a UNIX operating system in conjunction with multiple customer applications.
- Serviced and managed major accounts such as Disney, Amgen, and Digital Domain with annual service revenue of over $1M. Acted as major account service liaison for sales team.
- Instituted procedures for management of the local service organization reducing monthly overhead by 10%.
- Controlled and accountable for a multi-million dollar, 250 workstation, corporate tradeshow inventory.
- Acted as lead technical liaison at worldwide trade shows, major press events, including the on-screen presence of SGI equipment in motion pictures i.e. Jurassic Park, Disclosure, Junior.
- Strengthened the support contract relationship between Silicon Graphics and Northrop Aerospace Corporation through on-site account management. Increased support contract revenue from $125K to $380K.
0-5 years of experience
Led 24/7 tier three technical call center for worldwide satellite ground station network and managed repair department for all legacy hardware.
- Developed, trained, and implemented BC and DR plans for tier 3 technical call centers.
- Created failure analysis and inventory tracking databases. Data identified problem areas. Investigated and implemented changes to reduce failure rate and inventory loss, resulting in higher return on investment.
- Mentored call center and repair personnel on software and recovery systems.
0-5 years of experience
Strategically planned and coordinated key engineering initiatives to ensure on-time, requirements-compliant completion. Effectively analyzed internal processes to define inefficiencies and provided expert recommendations in leading the installation of multiple voltage components aboard military and civilian vehicles following the Rapid Equipping Force (REF) guidelines. Earned a stellar reputation, resulting in appointment as the Subject Matter Expert on geo-referenced, panoramic and immersive (360 degree spherical) video to include employment, operation, and maintenance of the equipment. Managed workflow, defined requirements, and delegated assignments to optimize utilization of human capital and operational resources.
- Developed and executed innovative formal classroom and hands-on training for the customer to promote customer service.
- Trained, mentored, and supervised a cross-functional team in the effective operation of Immersive Media Equipment (Full Motion Video), Geospatial software ArcGIS(9.x), and MS Office.
- Executed detailed initial edits (COTS) of footage upon collection team’s return from mission for immediate viewing.
- Performed first echelon maintenance on immersive media equipment soldering CAT 5/6, DB9, DB15 and Amphenol connectors, as well as overhauling hardware and software for the Bazaar 1.1 aboard military vehicles.
0-5 years of experience
Delivered exceptional technical assistance and troubleshooting to customers, sales staff and service engineers, repairing and diagnosing mechanical, software and reagent performance of hemostasis analyzers.
- Provided customer training of overall operation and specific software applications of coagulation analyzers, ensuring optimum laboratory operations while minimizing downtime.
- Attained 95% overall phone-fix rate through identifying analyzer and reagent issues and dispatching field service engineers as needed.
- Analyzed customer data and performed laboratory investigations, ascertaining source of error and providing appropriate modifications through collaborative efforts with customers.
- Designed and maintained customer complaint files using MS Excel, ensuring compliance with internal audit requirements.
6-10 years of experience
Responsible for repair, maintenance and installation of diagnostic instrumentation
- Supported sales efforts through seminars and target account strategies
- Honored as the first field employee to be awarded Employee of the Year, 1998
- Conducted 26 field customer training courses
- Selected to train entire field service organization in Winning Customer Satisfaction Skills program
- Leveraged service and training success to obtain a sales position within the company
0-5 years of experience
(Ericsson is a world-leading provider of telecommunications equipment and services to network carriers.)
- Acted as onsite technology liaison and supported 6 regional carriers on multiple product lines
- Regularly presented service update to clients’ management
- Implemented network construction and system software and hardware upgrade
- Conducted customer acceptance testing to support sales effort
- Monitored network performance statistics and managed network configurations
6-10 years of experience
Repaired, installed, integrated and upgraded all Silicon Graphics desktop, servers and high end graphics machines to minimize customer down time.
- Supported customer for all system administration and networking needs. Assigned to a 24 hour on call rotation for client support. On-site coverage included the Long Island, New Jersey and New York City regions.
- Assisted the sales and marketing teams with pre-sales engineering to ensure the customer’s needs are met.
- Managed customer accounts and inventory from a home-based office in Long Island.
0-5 years of experience
Assisted the Pension Benefit Guarantee Corporation (PBGC) with key projects that focused on streamlining business processes and technologies to facilitate fast and efficient responses to extremely high volumes of Electronic Freedom of Information Act (EFOIA) requests.
- Supported a variety of hardware and software platforms including Windows NT Workstation and Server, Oracle 8I, Metastorm BPM, Hummingbird DOCS Open, FileNet document management system, and Pentium-class imaging-enabled workstations.
- Participated in customization and maintenance of EFOIA-related systems that are based on Oracle, Hummingbird DOCS Open and FileNet technologies.
- Provided end user training and developed and maintained training manuals.
- Provided system administration support for Windows 2000 and Metastorm eWork Web servers in production and development environments.
10+ years of experience
Responsible for planning, engineering, constructing, troubleshooting and supporting lab environments for development of international telecommunication systems.
- Directed 5 engineers, 2 installers during construction and integration of a 30 bay lab on schedule
- Managed 1 engineer, 3 co-ops on capital savings cable mining project that recovered 100 miles of cable
- Mentored 3 engineers that went on to successfully manage other system labs after 3 months
- Trained developers, lab engineers in China to create a self sufficient offshore development facility
- Automated lab operations by implementing a digital facility cross connection system for 1000 trunks
- Increased engineer productivity by 23% through work on Quality Process Management Teams
- Reduced development costs by 66% and schedule backlog by building 3 compact system labs
- Created a lab problem compilation tool (1000 lines of UNIX Shell) used by 46 engineers for 21 labs
6-10 years of experience
Troubleshot TCP/IP issues across server network of approximately 1500 servers.
- Installed, configured and performed all system upgrades for local and global system networks.
- Diagnosed/resolved hardware and software problems involving Win2K, Server 2003, including replacement of failed hardware and/or reinstalling corrupted software applications.
- Served as Team Lead to schedule, assign and complete installation projects ranging from a few hours to multiple days.
0-5 years of experience
- Supported video-on-demand systems using Windows Server 2000 and SQL 7.0.
- Installed and configured Seachange and Adtec digital video servers.
- Provided online support to over 200 hospitals nationwide using PCAnywhere.
- Encoded video media and produced promotional marquees using Adobe Premiere.
- Developed channel guide software using Visual Basic.
0-5 years of experience
- Provided technical and installation support for MIPS Magnum series systems with on site software and network configuration.
- Provided on line telephone technical support to European OEMs (Bull and Olivetti) on issues of OS configuration on the dual bootable (RISC/OS /NT 3.1-4.0) MIPS Magnum R4000.
- Managed and tracked the FRU inventory shipped/returned to and from the European OEMS.
- Consulted and negotiated favorable terms with vendors for repair of 3rd party hardware.
- Prepared detailed reports, Excel spreadsheets and graphs for management review.
- Interface with Manufacturing for the timely repair and testing of defective FRUs.
0-5 years of experience
- Provided emergency support for maintenance customers 24×7.
- Performed quarterly preventive maintenance, inventory, software patches and firmware upgrades on all Servers and hardware platforms.
- Developed and maintained good customer relationships with all vendors and clients.
- Assisted System Engineers in implementations and rollouts.
- Trained and supervised all new Associate System Support Engineers.
- Responsibilities include troubleshooting and repair for File Servers, Routers and Hubs/Switches.
0-5 years of experience
- Managed PWI Voice Respond Unit (VRU) audio recording process of over 10,000 clients. Maintain weekly ordering and deployment of messages.
- Created message processing workflow that is used by over 100 users.
- Acted as a liaison between business and systems in project meetings.
- Provided training for business partners in new applications.
- Served as subject matter expert to provide technical guidance in multiple projects.
- Trained and worked with offshore resources to resolve over 3000 production issues. Involved in requirements gathering and technical specification reviews.
- Performed troubleshooting and second tier technical support for VRU, call routing, and other call center applications.
- Worked with both technical and business units for troubleshooting.
6-10 years of experience
On-site engineer responsible for account management, installation and maintenance of hardware/software used for wind tunnel jet testing at Arnold Air Force Base.
- Led installation and support efforts to pass system acceptance testing to fulfill contract requirements at a critical account
- Led support and assisted in sales effort that lead to the acquisition of 3 generations of super-computers
- Passed 98% of all support metrics during the 8-year period on site.
0-5 years of experience
Assisted company personnel with desktop operation both hardware and software
- Performed the installation of new IT network equipment, system software and desktop computer
- Planned routine repairs and/or system upgrades
- Tested the IT networking systems, monitored the performance of network servers and maintained computer systems of the organization.
- Documented and maintained supply of all required inventory
- Administered the creating and supporting of IT accounts and computer systems
- Ensured functionality of desktop systems throughout departments by regular checks and maintenance
0-5 years of experience
Maintained and improved the FAST customer simulation network. Provided sales support for customer demonstrations. Performed testing requested by customers and simulated software upgrades to verify procedures related to system stability. Opened and tracked customer reports on software problems found during testing. Generated load and volume call traffic for analysis.
- Presented technical symposiums on telecom products.
- Set up and demonstrated products and features for customers.
- Implemented the synchronous clock scheme for the FAST network.
- Wrote procedures for testing software upgrades and sanity testing.
10+ years of experience
Served on Enterprise Software and Storage Team to consult with partners on solutions for storage utilizing SAN and NAS designs
- Provided timely and up-to-date pre-sales technical support on Avnet Enterprise Storage and Software products and services.
- Participated in beta testing projects on EMC Clariion Storage and provided assistance to configuration team for EMC, NetApp, Sun, Veritas, Legato configuration and validation support.
- Collaborated with internal sales team and their partners to offer technical support and solutions to best meet customer needs.
0-5 years of experience
Installed and maintained Sun Enterprise and SunFire servers including the E3500/4500/5500/6500/E10K/3800/4800/6800/
- Performed hardware and Solaris upgrades on E420R/280R/E450.
- Responsible at customer sites to provide information and recommendations for pro-active patch updates and hardware firmware upgrades to latest revisions.
- Provided 24X7 support if necessary according to the customer’s demands.
- Installed and configured many E10K’s with as manay as 8 domains being used as backup systems for a large financial institution, application migration, and large storage system in a large NJ College.
0-5 years of experience
Wrote Verilog code for hardware functions and test code for FPGA verification of functionality.
- Tested and verified Demo Manageability PCB board for new product design and evaluation.
- Provided support for testing major components for server systems. Managed second source evaluation of subsystems.
- Investigated and identified corrective action reports based on customer and interdepartmental feedback.
- Maintained the software and hardware configurations relating to physical PCB modifications. Responsible for lab setup for demo system testing and record keeping.
0-5 years of experience
Provided application and systems level support for a multi-asset class trading system (Portal) by taking trader calls and resolving trading issues or escalating to development. Unix/Linux environment. Raw FIX log analysis, SQL queries and order/latency research using proprietary binary trade messaging protocols.
- Supported low latency equities and options trading in a proximity hosted environment for HFT broker.
- Managed early morning trading support, ensuring trading environment is stable and ready for trading prior to 7AM. Done with no assistance unless there was an outage.
- Supported back office processes such as processing of buying power, easy to borrow lists, position adjusts and stock locates.
- Created bash shell scripts to automate the support workflow and to trigger other scripts/jobs.
- Ordering and maintaining co-location connections with various exchanges
0-5 years of experience
Configured Front and Back End Clustering using Microsoft Cluster Services (MSCS) daily.
- Implemented SYSPREP and Ghost for deployment of images to workstations throughout the military installation.
- Instituted backup and recovery strategies using VERITAS daily.
- Configured unmanaged Norton Anti-virus configurations on workstations for system security.
- Responded to customer service trouble tickets and LAN/WAN network outages.
- Provided operational direction, engineering support, and system administration of Theater Battle Management Core Systems Unit Level (TBMCS-UL) Suites.
0-5 years of experience
- Provided Tier III technical support to TAC, NOC, field engineers and customers.
- Responded to situations where first and second line product support has failed to isolate or fix problems in malfunctioning equipment or software.
- Diagnosed, debugged and troubleshoot complex microwave, IP, SONET/TDM and WiMAX network over the phone, email, in the lab, or on site.
- Worked in System Lab on system verification, duplicating customer issues and Proof of Concept design between microwave and 3rd party equipment
- Involved in the R&D new product design through interoperability testing
- Qualified OEM products based on project requirement and performed interoperability between OEM product, such as Adtran, Fujitsu, Cisco, Tellabs, Huawei, RAD, Extreme Networks and microwave systems.
0-5 years of experience
- Evaluated and improved NOC processes for time-critical missions
- Produced TTPs, test procedures, troubleshooting guides, Visio drawings, and training materials
- Programmed critical message handling & message generation software
- Created database application to handle mission request and response, administrative work, and system readiness features
- Created software to manage personnel resources and scheduling
- Performed facility engineering support analyze problems and tracked resolutions
0-5 years of experience
Supported six Intel warehouse implementations in the Far East by reducing costs living in the geography
- Trained the local IT staffs, as an expat, to take over the support of six logistics applications
- Pioneered the use of wireless clients in a warehouse environment to track boxes on the floor
- Recognition award for the installation of the Sales & Orders SAP modules in the Far East
- Recognition award for proving the Sybase 20009 disconnect error was not the wireless PC client, but a coding error in the database application program using a network analyzer
0-5 years of experience
- Monitored internet security console to identify the type of risks associated with the infected workstations and servers
- Identified and recorded security status updates and issued tickets for systems at risk that required immediate attention
- Performed virtual scans on infected workstations and servers to avoid system failure and crashes
- Administered Manage Engine application, created new requesters and provided them with access to self-service portal
- Created Visio diagrams and logged information for clients’ rack servers, and their network layout
- Documented the procedure to perform necessary scans and to maintain and update systems’ software
0-5 years of experience
Maintained an existing infrastructure of Windows 2000, Windows 2003, and Linux servers
supporting domain, web, ftp, terminal services, email, and database operations.
- Maintained an enterprise SAN by Netapp.
- Built and maintained Microsoft SQL clusters and a VMware Virtual Infrastructure.
- Managed the complete relocation to a new office complex.
6-10 years of experience
1 of 3 team-men provided desktop support in corporate environment of 2,000 + users
- Deployed new HP/Dell desktops, laptops, terminals, and wireless access points
- Backup all existing machines using Norton Ghost prior to deployment of new machines
- Set up, troubleshot, and tested Cisco IP phones, Printers, Scanners and switches
- Ran Cat5through the floor and ceiling, terminated and wrapped cables into patch panels
- Created new users and mailboxes in Active Directory
- Repair and install PBX telephone lines, Nortel systems and Cisco
0-5 years of experience
Installation, integration, configuration, and proper support of active directories based on Windows Server 2008 R2 and Windows Server 2012 R2.
- Installation, configuration and troubleshooting of Domain Controller configuration and troubleshooting of DNS and DHCP server.
- Backup of Active directory through NT Backup and Windows server backup.
- Analyze network data to determine network usage, disk space availability, or server function.
- Configure and define parameters for installation or testing of local area network (LAN), wide area network (WAN), hubs, routers, switches, controllers, multiplexers, or related networking equipment.
- Monitor industry websites or publications for information about patches, releases, viruses, or potential problem identification.
- Provide telephone support related to networking or connectivity issues to USA clients
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System Support Engineer
Last edited by: Gabriela Barcenas, CPRW, Content Writer II -
Gabriela Barcenas
CPRW, Content Writer IIGabriela is a Certified Professional Resume Writer (CPRW) and career adviser. With 10 years of digital media experience and five years of resume writing expertise, her publication history includes fashion, education, travel, social justice, equitable design and career advice.
