Chris Dillon
Madison,AL
Summary
Meticulous Operations Engineer maintaining highly functional digital systems for uninterrupted workflows and consistent productivity. Oversees routine maintenance checks and software update schedules to reduce network downtime and likelihood of security compromises. Loves collaborating with customers and teammates to develop and implement creative technical solutions to challenging problems.
Overview
7
7
years of professional experience
Work History
Linux System Engineer
Jacobs Technology
10.2023 - Current
- Created and maintained user accounts, permissions, and access rights, establishing a foundation for system security protocols
- Supported the roll-out of system updates and patches, ensuring 99.9% system availability
- Resolved an average of 25 complex user and kernel space issues weekly, maintaining high customer satisfaction rates.
- Created detailed documentation on troubleshooting procedures and system configurations, which served as a reference for the support team and cut resolution times by 15%.
- Initiated a peer review process for complex problem-solving that improved first-call resolution rates by 10% and reduced escalations.
Cisco Telecom Engineer
Jacobs Technology
11.2022 - 10.2023
- Customer Interaction:
- Respond promptly: Handle incoming customer inquiries via phone, email, or chat in a professional and courteous manner.
- Troubleshoot: Diagnose and resolve technical issues related to network connectivity, security, and performance.
- Provide solutions: Offer clear and concise solutions to customer problems, ensuring their satisfaction.
- Incident response: Escalate and manage incidents according to established procedures.
- Collaborate: Work closely with network engineers, security analysts, and other teams to resolve issues promptly.
- Maintain records: Document customer interactions, troubleshooting steps, and resolutions.
- Provide Tier 2 technical support for voice-related issues, and maintain voice communication systems, including VoIP, unified messaging, and teleconferencing
Helpdesk Support Engineer
Army
06.2017 - 11.2022
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
- Upgraded operating systems and computer software to perform compatibility with programs.
- Installed and maintained hardware and computer peripherals to store tangible components.
- Patched software and installed new versions to eliminate security problems and protect data.
- Implemented technical solutions to solve customer issues and increase satisfaction.
- Created user accounts and assigned permissions.
Education
Bachelor of Science - Network Engineering And Security
Western Governors University
Salt Lake City, UT12.2024
Bachelor of Arts - Business Management
American Public University System
Charles Town, WV01.2018
Skills
- Customer Support
- Configuration Management
- System Troubleshooting
- Server Management
- Backup and recovery
- Multitasking Abilities
- Excellent Communication
- Relationship Building
- Cultural Awareness
- Teamwork and Collaboration
Timeline
Linux System Engineer
Jacobs Technology
10.2023 - Current
Cisco Telecom Engineer
Jacobs Technology
11.2022 - 10.2023
Helpdesk Support Engineer
Army
06.2017 - 11.2022
Bachelor of Science - Network Engineering And Security
Western Governors University
Bachelor of Arts - Business Management
American Public University System
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