Technical Support Specialist Resume Samples

Technical Support Specialist. (tss) - Call Center

Provided direction, supervision, technical and training support to 40 member customer service teledata team in remote locations in a virtual call center.

• Reviewed employee schedules to ensure 100% phone and customer coverage.
• Checked payroll error list and corrected payroll errors or assigned representative to resolve.
• Ensured associates were trained and prepared to utilize the tools and internal applications. Improved customer satisfaction through quick response.
• Stepped in and fielded technical customer calls. Provided problem resolution and communicated necessary actions effectively to representative and customer.
• Proactively reassigned daily department's work, improving daily workflow to meet payroll deadlines.
• Provided on going continual communication with management and TSS Team for best practice on helping with the migration progress of payroll platforms, bonus payrolls, tax limits and tax deadlines.

Technical Support Specialist

Obtained and evaluated all related information in order to handle inquires and complaints

• Assisted employees with system updates and problems
• Managed new company software rollout and configuration
• Managed administration and communication and coordination within internal departments
• Directly supervised a team of up to 20 agents
• Interviewed, hired, and trained new agents
• Planned, assigned, and directed company projects
• Monitored and reviewed team performance and performance goals

Technical Support Specialist

Created user accounts and assigned group rights using Microsoft server tools (ADS) Active Directory

• Supported and configured wireless connectivity, as well as MS Office Suite related issues
• Presented effective resolutions to issues by working closely with third party relations
• Tracked user calls for resolution and escalation through Kintana Helpdesk Software
• Provided timely and friendly customer service to guarantee satisfaction
• Leveraged technical proficiency in handling blackberry support calls, including setup and troubleshooting of various blackberry devices on best server

Technical Support Specialist/trainer

Provided exponential customer service to current and potential [company name] consumers. Assisting with inbound/outbound communications and providing adequate solutions to manufacture issues with [company name] equipment.

• Provided business-clients with efficient support - Responded to phone calls, emails, and in-person requests.
• Worked closely and effectively with vendors to replace/repair defective medical equipment.
• Increased revenue 10% each quarter, while maintaining budget goals each quarter.

Government Services Account Executive / Inside Sales / Technical Support Specialist

• Increased revenue by 12% in 2011, >70% in 2012, 14% in 2013, maintained in 2014.
• Provided In Service training to Government Audiologists and Technicians on the advantages of using proprietary software and products. Also provided technical support on computer systems and product technology
• Conduct on-site training (covering the continental US, Alaska and Hawaii) and regional training programs
• Provide useful insights into how customers use our products and how they define value as what will make our products more valuable. Also provide guidance on what customers consider to be lacking value in our product line.
• Performed Account Executive Sales Role as needed
• Mentored Sales Team and develop processes for Inside Sales Team to manage comprehensive sales process that begins with cold call and ends with the order.

Technical Support Specialist

Washington State Department of Social and Health Services

• Troubleshot and resolved requests for software and hardware assistance, primarily coming in the form of e-mail, phone calls, LANDesk or Incident Monitor help tickets.
• Performed PC upgrades, IT equipment moves, AD updates, trouble ticket routing and FCR's in ITIL environment, remote software support of LAN and home users, password resets, Avaya headset maintenance, and other tasks as required.
• Maintained IT inventory documentation for audit tracking.
• Monitored WAN and LAN connectivity using tools such as Orion and Netscan to locate down nodes.
• Provided call center support and escalated major incidents as appropriate for a 15000+ user base.

Technical Support Specialist

Employed as a customer support/technical support agent helping clients with technical needs.

• Efficiently processed orders and billing support via calls, e-mail, live support and voice mail daily.
• Provided excellent customer support while providing technical assistance in an efficient yet friendly and patient manner.
• Updated website
• Helped maintain servers on off-site location via remote desktop
• Configured servers: reformatted, installed hardware, and backed up of data
• Assisted customers through remote desktop program

Technical Support Specialist

Worked through complex troubleshooting with both medical professionals and patients.

• Educated on DOA and hCG panel methodology, PT/INR POC testing, and lipid profile interpretation.
• Authorized the return or replacement of products or samples. Initiated investigations into product complaints.
• Interviewed customers concerning medical history and laboratory technique
• Documented reported complaints, inquires and suggestions to FDA compliance standards.
• Completed detailed reports concerning patient interactions in a timely manner
• Experienced using Salesforce CRM
• Extensive experience with patient interviews including: medication schedules, hospitalizations, symptoms experienced, and patient medical history.

Technical Support Specialist

Provided executive level deskside support for an office of 100 users, and contributed to the remote support of 7000 national employees

• Selected as a Subject Matter Expert for Avaya phone system, Exchange e-mail system, Microsoft Office and proprietary applications. Perform Telecom SME Lead duties, ensuring information was shared among all members of the team, providing training to new member and provided tier 2 escalation support.
• Successfully managed the telecommunications portion of 4 office moves, and the creation of a new office. This included coordinating with vendors to ensure circuits were in place, determining the necessary configuration for the new location, and ensuring all work was completed on time and to corporate/industry standards
• Received nearly perfect customer service scores on 3 consecutive annual performance reviews, based on customer surveys
• Used asset management tools to track 100 laptops in local office with a near perfect accuracy rate

Technical Support Specialist

Supervise the student workforce by ensuring that daily task, questions, and tickets are being processed correctly.

• Provide front line support for student body, staff, and Faculty in resolving technical inquiries to include account
• Responsible for provisioning printing services, resulting in 27 % decrease in printer related calls.
• Developed technical guides for remote printing, email synchronization, and new software installation.
• Maintained all desktops to include, updates, hardware issues, software issues, network issues, active directory