dennis scherrer engineer dscherrer38emailcom 123 4567890 houston tx linkedin education bachelor science computer science texas university 20052009 college station tx skills python microsoft 365 agile project management network infrastructure troubleshooting windowsapple os vpn maintenance verbal communication customer service certifications mcse ccna work experience engineer loomis armored us llc 2020 current houston tx hired 11 technicians instructed agile project management increasing efficiency 39 drafted troubleshooting guides common technical strategies decreasing average ticket resolution time 48 collaborated 13 techs upgrade vpn security including updating encryption methods adding antivirus protection reducing chances breach 67 developed enhanced product security systems meeting 100 client requirements network engineer adp 20172020 houston tx created reorganized sql queries scripts internal troubleshooting decreasing work tickets 28 analyzed escalated tickets coached junior techs resolve 84 excessive escalations analyzed diagnostic data understand causescorrelations network issues presented results internal staff collaborated staff resolve network issues implement fixes resulting 31 fewer malfunctions systems support engineer two sigma 20122017 houston tx managed 7 daily work tickets prioritizing urgent needs scheduling projects resolve tickets within 2 hours trained 8 junior techs manage tickets diagnose common problems maintain workflows developed solutions softwarehardware compatibility installed upgraded internal applications documentation reducing installation errors 12 support engineer capital one 2009 2012 houston tx resolved 12 networksoftware level tickets per shift provided technical support phone email desktop chat responding messages within 4 hours developed online faq articles address common issues reducing average number tickets 39 diagnosed repaired network malfunctions including file deletion failed account entry slow computer speed 3rd party software compatibility issues