KeAndre Mims
Murrieta,CA
Summary
Results-driven t Field Service Engineer with over 5 years of experience in troubleshooting and resolving complex technical problems on SuperMicro, Dell, and HP equipment in an enterprise environment. Skilled in driving customer satisfaction through service excellence by leading preventive maintenance actions, managing repair/parts cycle times, and managing escalation situations quickly and professionally. Strong ability to manage time effectively, prioritize tasks, and make good business judgments while meeting daily service expectations. Seeking a challenging technical support role where I can leverage my skills and experience to drive customer satisfaction and business success.
Overview
10
10
years of professional experience
Work History
Service Engineer
Super Micro Computer, Inc
2020.08 - Current
- On-site and remote troubleshooting and resolving complex technical problems on Supermicro equipment in an enterprise environment
- Drive customer satisfaction through service excellence by leading preventive maintenance actions, managing repair/parts cycle times
- Ensure escalation situations are managed and corrected quickly and professionally
- Provide 2nd line support to the reseller / distributors in all aspects of customer support
- High level of enterprise solution product knowledge
- Work with Technical Account Manager, Service Manager, and Product Manager to define service programs
- Provide and contribute information such as fault triage and training materials
- Train new service engineers
- Demonstrate ability to be self-sufficient in the field
- Able to defuse challenging situations
- Manage time effectively; prioritize and make good business judgments and decisions in relationship to efficiency, effectiveness while meeting daily service expectations
- Determines requirements and/or root cause of technical issues by working with customers
- Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
Field Engineer
Self-employed
2014.01 - 2020.08
- Provide tech support to 100+ users; performed de-installations, installations, and updates, and downloads of software and application that meet users every day activities
- Installed, configured and modified hardware and software to ensure optimal performance
- Overhaul customer equipment to maximize performance
- Troubleshoot and diagnose equipment malfunctions
- Resolves open service request tickets and provides expertise for their customers
- Assess software, hardware and network troubleshooting issues to ensure that all technology is functioning at full capabilities
- Assist IT Manager on resolving server issues and server upgrades
- Imaging, installation, and repair of desktop and laptop computers in an educational environment
- Support, installation, and repair of printers in a Windows Server environment
- Some Mac support including software and printer installations, as well as joining them to AD domains
- Installation and support of AV equipment (ceiling speakers, ceiling mounted projectors, and in wall connections)
- Resolve IT related issues in a timely manner and implement enterprise project deliverables at a basic to intermediate technical level
- Supported non-PC hardware such as printers, servers, network equipment and hand held technologies
- Identified any key changes to project that could affect cost, completion date and customer relationship.
- Identified major issues that could arise and provided solutions for these problems.
- Managed team in troubleshooting efforts that alleviated errors.
- Performed onsite installation, modification and maintenance of systems and equipment.
Education
Bachelor of Science - Information Technologies
Western Governors University
Salt Lake City, UT05.2025
High School Diploma -
Elsinore High School
Wildomar, CA06.2009
Skills
- Network Maintenance
- Troubleshooting and Repair
- Equipment Knowledge
- Onsite Support
- Customer Management
- Helpdesk Services
- Hardware and Software Configuration
- Hardware Diagnostics
- Computer Hardware Knowledge
- Help Desk Support
- Hardware Repair
- Service Desk Team Management
Timeline
Service Engineer
Super Micro Computer, Inc
2020.08 - Current
Field Engineer
Self-employed
2014.01 - 2020.08
Bachelor of Science - Information Technologies
Western Governors University
High School Diploma -
Elsinore High School
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