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Technical Support Resume Samples
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Candidate Info
years in workforce
years at this job
Information Systems
Technical Support
Provided in-depth technical support for Practice management (POMIS) application software. Assisted with operating systems background server issues, low level data file edits, data relationships. Administered UNIX, AIX and DOS based platform server and printer queues.
- Supported clients with EDI issues and resolved claims.
- Exceeded utilization standard (90%) with 100% utilization each month.
- Successfully completed over 1000 maps per year and created templates for (POMIS).
- Developed and maintained implementation documentation for Medicare Secondary claims.
- Trained clients running Finical reports in (POMIS).
Candidate Info
years in workforce
years at this job
Master of Business Administration
Management Certification
B S
Director of Technical Support
Directed 300 seat contact center with responsibilities ranging from first level call taking to legal responsibilities for subpoena verification, contract confirmation and project implementation.
- Mentored 3 direct report Managers who were responsible for 8 supervisors each.
- Managed 25 million dollar P&L budget which included facilities and associates salaries and benefits.
- Implemented multiple site support by crating 6 remote support sites in addition to the office in Phoenix.
- Reduced attrition of frontline associates from 60 percent to 48 percent over and 18 month period.
- Developed trained, integrated associates for promotional advancement within the company to the extent that fully 7 percent of all employees at Cable One started as first line technical support representatives.
- Established an online Chat support team to assist customers over the internet with technical support needs. This program became a model for additional Chat channels in the company including sales.
- Transitioned 2 departments (technical support and customer care) into one department over a 3 month period by combining resources and providing up-training for associates.
Candidate Info
years in workforce
months at this job
Technical Support Representative
Troubleshot and resolved device, billing, mobile broadband and account issues escalated from customer support and other departments with a 100% success rate.
- Resolved customer complaints and concerns with strong verbal and negotiation skills.
- Displayed courtesy and strong interpersonal skills with all customer interactions.
- Maintained composure and patience in face of difficult customer.
Candidate Info
years in workforce
year at this job
Retention Group Manager/ Technical Support Analyst
Managed a team of 4 Retention agents focused on merchant retention, negotiated discount rates and fees
- Responsible for reporting on direct sales, retained accounts and merchant cancellations
- Developed retention performance reporting which provided measurements of accounts canceled, retained and revenue/processing volume impacts
- Provided API integration support for Secure Pay and Lucy Gateway virtual terminal systems
- Performed POS terminal support and troubleshooting
- Consulted with independent sales offices to ensure merchant issues were addressed in a timely manner
Candidate Info
years in workforce
years at this job
High School Diploma
Computer Software Engineering
Strategic Accounts Technical Support
Managed service for strategic accounts with a focus on dimensioning products.
- Developed and managed service accounts within SAP framework
- Achieved 143% of 2014 gross revenue goal and 40% service margin
- Scheduled in field service resources to meet customer SLA. Filled in for installations and repairs when a resource was not available.
- Verified all outgoing invoices for accuracy.
- Provided Tier II technical support for installed base.
- Negotiated service contracts including preventative maintenance, system upgrade, and new product installation.
- Member of Kaizen meetings to implement "best in class" service
Candidate Info
years in workforce
years at this job
Computer And Information Systems
SENIOR TECHNICAL SUPPORT REPRESENTATIVE - UPS
Hardware (Break/Fix) and software support for laptops/desktops for Finance and Accounting Site
- Managed all aspects of Novell and Microsoft servers and OS/2 Database servers
- Managed Daily Server Backups using Arcserve
- Managed ID's on Novell and Microsoft servers
- Managed and supported the systems in the training room
- Subject Matter Expert (SME) - created training packets and trained end users and Tech Support Reps
- Mentored and coached junior level Technical Support Reps
- Project management - led other Technical Support team members in selected project activities for new systems and platforms being rolled out and the Y2K project for Finance and Accounting Site
Candidate Info
years in workforce
years at this job
Information Systems
Technical Support Manager
Engineered NewsStand's Technical Support infrastructure including an on-line knowledge base, self-service portal, and automated e-mail support in English, French, Spanish, and German.
- Designed and implemented a PHP-based solution to allow foreign language customers access to NewsStand's public knowledge base, saving the company $60,000 versus a commercial solution.
- Authored public knowledge base articles, including NewsStand's White Paper on integrating its technology into a high security environment with firewall and proxy server considerations.
- Developed and implemented project plan for installation of enterprise document delivery technologies into environments of varying complexity including Fortune 500 companies as well as premier colleges and universities.
- Provided support for the installation and operation of the NewsStand's client software on platforms such as Windows 95/98, Windows NT, Windows 2000, Windows XP, and Linux/Unix.
- Developed and presented advanced technical training sessions in electronic document delivery technologies to NewsStand's management, sales, and support teams.
Candidate Info
year in workforce
year at this job
Network And Communications Management
Technical Support Analyst
Supported new computer set-up and Application installation.
- Performed light Network Administration for the newly installed machines for the users: Login issues, Password re-set, e-mail login.
- Daily provides hands-on administration and maintenance of other associated network equipments. Installed and configures computer equipment software with required software policies and standards.
- Supported Printers and Print management.
- Performed hardware and software installation and provides high-level customer care, training, and technical support.
- Troubleshoot, researched, diagnosed, documented and resolved technical issues in Windows 9x, XP, 7, Server2008, MS Office, Outlook email setup and LAN/WAN connectivity issues.
Candidate Info
years in workforce
years at this job
Information Technology Computer Network Systems
Technical Support Engineer
Provide technical support and customer service for NetApp clients. As a Technical support engineer I am committed to diagnosing, reproducing, and fixing customer software and hardware issues. Troubleshoot protocols running on NetApp hardware to assist customer with problem isolation and resolution. If requested, escalate the customer's case to a subject matter expert.
- Research client's issues in a timely manner and follow up with the customer with recommendations and action plans.
- Participated in team meetings weekly, ask questions and provide input on case backlog, technical process, and new processes within the department.
- Mentored new engineers by answering technical questions, escalating cases, and teaching detailed process development.
- Provide root cause analysis for customer's storage appliance failure.
- Trained with senior system engineers to enhance my personal technical skills as a Technical Support Engineer and learned internal process for escalating cases and approving or denying handovers to specific verticals.
- Utilize previously acquired technical experience to become actively involved in day-to-day technology team to meet schedules and resolve problems.
Candidate Info
years in workforce
year at this job
Computer Science
Computational Engineering
Technical Support Manager, Canada
Managed a team of 38 Support Engineers delivering Tier 2 level support to wireless customers in North and South Americas for 3G and 4G issues.
- Built and maintained relationships with customers and [company name] support units globally and specifically within North and South America.
- Created and improved procedures and processes used to effectively troubleshoot customer issues.
- Implemented certification program to enable tier 2 engineers act as tier 3 to improve resolution turnaround.
Candidate Info
years in workforce
months at this job
Electronics Technology
Chemistry
Lead Technical Support Representative
Led group of 8 technical support representatives in call center support.
- Trained new TSRs.
- Reviewed and approved part orders for entire group before submitting to customer service.
- Led weekly group meeting and addressed any issues, new developments or concerns among group and to management.
- Recommended for tech support supervisor position by departing supervisor.
Candidate Info
years in workforce
months at this job
Customer Service
Remote Technical Support
- Reviewed incident tickets and responded to end-users appropriately and within established standards; resolved open tickets in a timely and professional manner, ensuring a positive client experience and high [company name].
- Set up remote desktop connections for user support and training
- Analyze technical issues reported and prioritize daily tasks
- Resolve the functional and technical errors, provide update patches to the clients on application; establish remote desktop connection to install and update applications
- Inform clients regarding the estimated time required to analyze the problem
Candidate Info
years in workforce
year at this job
Psychology
Technical Support
- Contributed thorough advisement and problem resolution to build and maintain good rapport with customers
- Processed inbound and outbound technical support calls closing an average of 60 calls daily (20% above quota)
- Solved customers online billing and account issues quickly and efficiently to build long-term loyalty
Candidate Info
years in workforce
years at this job
Bachelor of Science
Human Service Administration
Platinum Technical Support Analyst
Answered high value subscribers' inbound calls for technical assistance with all of Comcast equipment and products.
- Assisted subscribers in understanding monthly statements, providing adjustments when necessary.
- Investigated and resolved issues with charges and equipment in question.
- Built relationships with subscribers in 3 regions to reduce churn.
- Collaborated with other business unit to provide immediate resolution for service issues.
- Handled escalated issues to subscribers' satisfaction.
- Member of swivel team providing premier support to Keystone West region subscribers
Candidate Info
years in workforce
months at this job
Information Technology Management
Technical Support Specialist
- Provided technical support to end-users using a 3-tier support structure and Magic Help Desk Ticket Support Software.
- Managed equipment and peripheral installations. Installed, configured, deployed and retired all computer equipment and peripherals such as PC, laptop, palms, etc.
- Assisted in researching and formulating a strategy to resolve the issue.
- Evaluated and tested the latest service packs and fixes to determine if they are applicable and beneficial to our environment.
- Setup computer systems for company's employee and Maintained inventory database in Magic.
- Stayed current on industry standard and the latest technological advances.
Candidate Info
years in workforce
years at this job
Microcomputer Business Technology
Management
Aviation Science
Technical Support Consultant
Provided Level I, II and III user support for all products, software and hardware support, proxy server configuration OPAC library integration, LAN/WAN. Acted as the primary technical resource, leading projects/product support with high risks, high complexity, and/or high visibility.
- Performed incident troubleshooting and documented case histories for all client application issues.
- Developed customized information solutions for customer's technical support needs.
- Researched technical issues and coordinated with QA, Development, Product Management, Sales, and IT to resolve problems. Recommend enhancements to the products offered by ProQuest.
- Analyzed and tested customized configurations presented by customers (hardware, software, browsers, connectivity) ensuring products were complete, functioned properly, and interacted appropriately with other products (i.e. 3rd party security applications).
- Involved in Trade Show Exhibit support: installed and configured workstations for the show and proper network and Internet connection; and provided technical assistance for both sales and customers to ensure success in demonstrating product capabilities.
- Researched process improvements and technical advances; applied advances to the department procedures, with positive results.
- Coached recently hired employees' email responses providing feedback for improvement.
- Initiated and analyzed weekly reports for management.
Candidate Info
years in workforce
years at this job
Computer Information Systems
Technical Support Specialist I
The primary technical support for key aspects of the departments computer systems.
- Maintained software and hardware for all public computers
- Managed all Windows updates for55 staff and 100 public computers using a software called VmWareVmProtect
- Ensured all library laptops for both internal and external use were kept in good working order and all software was up to date: Recloned external computersafter they were returned by clients; Created a schedule for updating and performed updates on all internal laptops
- Used Ghostcast Software to reclone laptops as they were returned
- Diagnosed and repaired printers, computers, scanners, and monitors. Determined course of action for repairs based on clients or staff reported issues
- Responsible for set-up and maintaining of the Print Stations using Pharos Software
- Loaded specialized software for computers, printers, and scanners such as SPSS SAS Endnote Workflows.
- Researched replacement cost of parts and/or new equipment when needed
- Used Library internal ticket system (SYSAID) to keep track of internal computer issues reported by staff, students and faculty.
Candidate Info
years in workforce
years at this job
Computing Technology Industry Association
Technical Support Specialist
Provides hardware and software support to internal users and external clients for 9+ years
- Displayed strong interpersonal skills with all customer/vendor interactions
- Assisted manager in scheduling, service protocol improvements and quality assurance.
- Performed field maintenance and repair for systems valued up to $700-1500.
- Perform installations, repairs, upgrades, backups, and other maintenance tasks.
- Demonstrate complex troubleshooting methods and ability to provide advanced level technical support resolving internal issues.
- Demonstrate the ability to work without moderate supervision and direction
Candidate Info
years in workforce
years at this job
Informatics
Technical Support Advisor
Experienced Mac OS X technical support - software and hardware. 2,000+ total site customer cases.
- Provided diagnosis and resolutions
- Common issues were connectivity, hardware/software failures, e-mail concerns, printers, etc.
- Also Level 2 technical support for Verizon fiber optic Internet customers, troubleshooting issues related to video, Internet and phone (VoIP).
- Addressed email issues and wireless router troubleshooting/connectivity. Documented issues in a CRM.
Candidate Info
years in workforce
months at this job
Psychology
Computer Science
Tier 1 Technical Support Representative
Use critical thinking and line-of-questioning techniques to troubleshoot issues across the AT&T U-verse product line.
- Ensured superior customer service by addressing client concerns, demonstrating empathy, and resolving issues on the spot.
- Completed training on Phone Etiquette and technical support strategies.
- Maintained up-to-date records at all times; ran reports and supplied data to fulfill customer report requirements.
Candidate Info
years in workforce
year at this job
High School Diploma
Technical Support Engineer - Hardware & Performance
Provided NAS/SAN systems problem-solving support for top NetApp Enterprise accounts.
- Supported RAID hardware & software disk arrays. Fault-tolerant storage. Many varieties of SCSI, FC, SAN, NFS, NetApp NAS.
- Quickly and effectively solve client challenges.
- Researched and recommended changes to ONTAP source code to solve customer issues.
Candidate Info
years in workforce
months at this job
Recording Arts
IT Helpdesk & Computer Technical Support
Administered Active Directory, RSA ACE/Server, UNIX Accounts, UNIX & Windows Mailing Distribution Lists.
- Installed, Configured and Repaired Dell & Miscellaneous model desktops which entails issues with software or internal hardware components.
- Responded to customer inquiries, primarily an online help ticketing system as well walk-ups, email and telephone.
- Resolved customer technical issues through diligent research, reproduction, and troubleshooting.
- Collaborated with / trained end users and team members as well participated in pre-release software initiatives.
- Provided Linux, FreeBSD and Windows technical support to users as well knowledge sharing seminars.
- Created mailing lists, aliases and other account creation ACL's.
- Installed Linux, Windows OS, ESX and VMware virtual machines.
- Programmed automation scripts for UNIX using bash shell scripting and TCL
Candidate Info
years in workforce
years at this job
Bachelor of Science
Network Administrator, Technical Support Engineer
Manage all aspects of network including server and workstation installation and deployment, updates, backups and problem solving. Provide all IT support for the company's internal networks and hardware. Provide support and training for proprietary software to outside customers utilizing the company's products. Help manage product development and deployment.
- Implemented the strategic migration of the company's IT infrastructure to a domain/AD environment
- Managed the migration of servers from 2003 to 2008 and 2012
- Created a sound backup and disaster recovery plan
- Deployed and managed a Web based live help messaging system.
Candidate Info
years in workforce
years at this job
Real Estate Broker Continuing Education
Customer Support/technical Support Team Lead
Hold multiple roles to ensure efficient operations and customer service at company connecting real estate agents and home buyers through site providing comprehensive real estate listings. Deliver customer service and technical support via email and phone to real estate brokers. Successfully cross-train as an Appointment Desk Coordinator, Broker Account Manager, and Customer Support Supervisor. Provide ongoing training and assistance to Customer Service and Inside Sales staff, including coaching in sales best practices, product knowledge, and internal processes. Perform account payables functions to support customer relationships including processing refunds, creating account reports, and managing billing information.
- Consistently recognized by real estate partners for superlative customer service and resolution of escalated issues.
- Quickly gained product and system knowledge to deliver consultative sales to real estate agents to optimize product features and navigate systems.
- Partnered with marketing to coordinate agent training using MyEmma and documented training events using Salesforce.
- Mastered multiple databases to ensure documentation and follow up.
Candidate Info
years in workforce
years at this job
Information Technology
Network Administration
Technical Support Manager
- Manage technical support staff of seven
- Assisted with the installation, configuration, and networking of our products in large organizations such as universities and hospitals
- Prepared instructional manual of daily operations for training and reference purposes
- Installed, configured, and maintained a knowledge base system to maximize employees’ performance
Candidate Info
years in workforce
years at this job
High School Diploma
Computer Information Systems
Business Management
Technical Support Specialist- Lite
Installed and administered exchange server, troubleshooting and recovery
- Performed a rollout of 2000 laptops and desktops, installed and configured them for lotus notes, Microsoft Visio and office suite, proprietary applications, dialup and installation of drivers and patches while working under a time deadline to meet the quota
- Worked in a team to resolve various LAN/WAN connectivity issues
- Resolved issues concerning hardware installation and troubleshooting of various computer and accessories, printers, modems and Ethernet
Candidate Info
years in workforce
years at this job
Technical Support Manager
Hired, trained and supervised a staff of technical support angents for 2 location.
- Defined process to intergrate computer telephony system
- Conducted frequent evaluations including monitoring reviews of Techincal Support calls to vaildate and redefine customer experince.
- Designed technical proposals to document customer requirements for systems specifications
- Provided technical support and problem resolution strategies for customers
Candidate Info
years in workforce
years at this job
Information Systems
Tier 2 Technical Support Associate
Provided advanced support to high-speed internet subscribers and Tier 1 associates
- Configured WAN elements (DSLAMS, Calix, Adtran as well as Redback Aggregators)
- Provisioned port assignments for new and existing customers
- Supported end users via remote access, chat applications and VOIP phone
- Maintained call information in CRM system and used Remedy for ticketing and scheduling dispatch.
Candidate Info
years in workforce
years at this job
Technical Support Engineer, Field Technician, Project Manager
Supervised system installations and upgrades. Troubleshot voice application systems and integrations. Adds, moves and changes.
- Regression testing the 9006 CBX.
- Standardized the "Goldrush" regression testing system and implemented cloud storage of the testing scripts.
- Installed, supervised installation of completed of Computerized Telephone systems.
- Pulling and testing phone cables.
- Project management of new installation including the coordination of vendors.
- Technical resource for the branch area.
Candidate Info
years in workforce
years at this job
Computer Network Information Technology
Customer Technical Support Representative
Tech 1
- Troubleshot and resolved customer problems, such as identifying user errors, unit issues, and network related problems
- Troubleshoot and update MS Outlook and assist with installation
- Identified and resolved critical customer service affecting problems by performing liaison activities between Engineering, Operations, Sales, Marketing, Customer Care and Corporate Engineering
- Participated in market level personnel and customer care notification process on unscheduled system outages
- Resolved subscriber network issues using trouble management software tools such as NTM and CTMS.
- Performed first-line diagnostics on subscriber network for 100 plus trouble tickets in the U.S. per day
Candidate Info
years in workforce
years at this job
Associate of Arts
Industrial Electronics Technology
Engineer Technical Support
Created all types of Marker Drawings in different languages, for all airplane models.
- Used many Boeing Computer Programs, PDM, ENOVIA, CATIA V5, and Microsoft EXCEL and Word to create Markers to current Boeing Engineering standards.
- Analyzed and checked Markers for different Engineering groups to be released into production.
- Championed the development and use of the PDM process within the Marker Group.
- Backup for Metrics and Statistics of Marker Group production.
- Participated in the development of Marker Group documentation.
Candidate Info
years in workforce
years at this job
Arts
Technical Support Manager
Technical Support Manager responsible for managing and training several service representatives
- Responsible for trouble shooting, technical assistance, and escalation of approximately 300 phone
- Assist and manage the Sales Department to help solve customers problems
- Promoted within the first month of employment to Tech Support Manager. Produced a system to help
Candidate Info
years in workforce
years at this job
Nanofabrication Manufacturing Technology
Aerospace Engineering
Technical Support
Provided technical and billing support for customers.
- Common calls included home networking, browsers, email, VoIP, and IPTV, virus removal, drivers, and software issues.
- Troubleshooting and one-call resolution, excellent call management skills.
- Expansive knowledge of AT&T products.
- Continual learned new developments and processes to meet business needs.
- Exceeded quality and accuracy metrics, enhanced de-escalation techniques.
Candidate Info
years in workforce
years at this job
Information Technology
Technical Support Supervisor
Developed training material to increase productivity and revenue generation.
- Coached employees to improve overall consistency and alignment with our core values to exceed customer's expectations.
- Partnered with HR and co-facilitated welcome seminars/training classes for newly hired employees.
- Developed leadership curriculum that was adopted by our regional office and rolled out across the south area.
- Managed special projects to improve the work culture, employee retention and morale.
- Assess and resolve complicated technical issues using Remedy, MTAS, and Mars
Candidate Info
years in workforce
years at this job
Security
Technical Support Engineer
Assist customers with technical issues with all [company name]. products and services.
- Worked on [company name]. account troubleshooting technical issues with Gateway PC and Peripherals
- Assisted Customers/Clients with reformatting and installation of hard drives
- Hardware and Software installation and troubleshooting (Printer/Scanner/Fax)
- Discussed products offered and ensured customer satisfaction
- Assisted, educated, and troubleshoot ALL Microsoft products
- Assisted customers with OS: Windows 98, 2000, ME, XP
- Utilized Microsoft Active Directory for password and access issues and/or request
Candidate Info
years in workforce
years at this job
High School Diploma
Technical Support Rep
Manages residential customer support for Internet, Cable, and Telephone services.
- Emphasis on customer satisfaction and service quality
- Team Oriented
- Achieved top %5 for Customer satisfaction and overall scorecard metrics
Candidate Info
years in workforce
months at this job
Computer Information Systems
Electronics Engineering
At&t Wireless Technical Support
- Performed technical support for iPhones and other smartphones and devices
- Addressed billing issues and made adjustments & corrections as necessary
- Educated customers on phones and plans available to close sales
- Provided exceptional customer service
Candidate Info
months in workforce
months at this job
Nursing
Medical Billing And Coding
Technical Support
Provided sufficient and accurate customer support via phone for Apple IOS devices and MAC computers
- Supported organizational objectives by providing outstanding client service and actively promoted support agreements, while completing data entry of call information within the company computer system for all Apple customers
- Met service levels regarding call resolution and customer satisfaction by maintain Customer Satisfactions Survey percentage
- Adhered to service guidelines by accurately documenting every customer interaction and resolution
Candidate Info
months in workforce
months at this job
Associate of Applied Science
Medical
Technical Support
Provided sufficient and accurate customer support via phone for Apple IOS devices and MAC computers
- Supported organizational objectives by providing outstanding client service and actively promoted support agreements, while completing data entry of call information within the company computer system for all Apple customers
- Met service levels regarding call resolution and customer satisfaction by maintain Customer Satisfactions Survey percentage
- Adhered to service guidelines by accurately documenting every customer interaction and resolution
Candidate Info
years in workforce
months at this job
Technical Support
- Provided stellar service in a call center environment responding to customer questions, concerns and escalations
- Diagnosed client website environments and escalated issues as appropriate
- Created cases and consistently tracked all actions up until closure per documentation policies
Candidate Info
years in workforce
years at this job
Progress)
Technical Support Engineer
Advanced triage support for external customers that integrate Apple OSX to Active Directory.
- Worked directly with customers in remote sessions to resolve critical issues.
- Replicated reported issues through my own VMware-based domain controller joined with my cloud server and various OS X systems.
- Teamed with Product Development and Engineering on customer software enhancement requests and bug escalation.
- Resolved web and phone support requests via Salesforce.
- Managed knowledge base articles for both internal and external employees.
- Triaged issues with Mobile Device Management, SaaS applications, Cloud and SmartCard CAC.
Candidate Info
years in workforce
months at this job
German
Technical Support
Installed / Trained agents under bill payment software
- Troubleshoot PC's, printers, scanners
- Swapped PC's, printers, scanners at authorized stores
- Resolved over 55+ session on a busy day
- Delivered ribbons, paper, checks to PECO and Shoprite stores in Philadelphia, PA
Candidate Info
years in workforce
years at this job
Mobile Development
Technical Support Agent
- Multiple applications used to troubleshoot VOIP conflicts and resolve networking errors within [company name] VOIP network
- Demonstrated problem-solving ability in both enterprise and technical environments, proven ability to identify problems and anticipate future conflicts
- Managed incoming calls, logged the problem and ensured the issues were entered into the system
- Hardware and software technical support
- Received numerous positive feedback notes from customers
- Maintained excellent client relations and service based on outstanding communication, technical efficiency and problem solving skills
Candidate Info
years in workforce
years at this job
High School Diploma
Technical Support Representative
Provide quality technical support service through one-call resolution to establish a long-term customer relation.
- Maintaining at least a 93% scorecard including Average Handle Time, First Call Resolution, Avoidable Truck Rolls, Customer Listening Experience, etc.
- Scheduling technicians to handle an unresolved issue.
- Following up and making scheduled call backs to customers to ensure 100% satisfaction
Candidate Info
years in workforce
years at this job
Certificate
Concentration Business Management
MTS Technical Support Advisor
Responsible for providing leadership, analysis, and support for technical system interfaces to meet the needs of the business.
- Manage and maintain customer expectations referencing pre-established service level agreements.
- Identify continuous improvement opportunities and recommend process change across teams.
- Create and update system documentation for technical teams.
- Responsible for serving as a resource point of contact, through open interaction focusing on new hires performance values.
- Identify, troubleshoot, diagnose, and resolve customer issues for all POS/BOS devices, software, and the related peripherals on a Tier 1 and Tier 2 levels of support.
Candidate Info
years in workforce
years at this job
Business Administration
Customer Support Consultant, Technical Support
Provide Tier 1 and 2 support for gas software customers utilizing the Excalibur, Browser Queries, Docvue Integration, and Financial Sub Routines software products
- Previous experience with TobinGIS and Bolo software products
- Investigate, research, and resolve customer issues
- Field inbound calls to the Global Customer Support Hotline
- Create and update documentation for internal and external consumption
- Maintain highest active caseload among colleagues in Salesforce
- Received nominations for the P2 Way - an internal awards and recognition system
Candidate Info
years in workforce
year at this job
Computer Networking
Technical Support
Provide Tier 2/Tier 3 IT technical assistance to a 6000+ customers WAN locally and via remote access to perform hardware and software installation, config uration and system maintenance
- Perform server administration activities such as, manag e and monitor new and existing accounts, audit
- Provide technical assistance during planning, installation, implementation, deployment or relocation
- Install, maintain, troubleshoot, and repair various computer equipment, peripherals, and data
- Install network security patches and upg rades utilizing government provided mediation
- Install, update, maintain Standard Desktop Core Config uration (SDCC)
- Sort, Tag, and Inventory PCs and monitors, printers, accessories, and components
- Address user problems as they are reported through Remedy
Candidate Info
years in workforce
years at this job
High School Diploma
Health Administration
Technical Support
Direct call center operations as a liaison between clients, supervisors, and call center employees.
- Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives.
- Conduct group training sessions on financial products and services.
- Providing advanced computer technical support to include wireless router set up, email clients, home phone set up, faxes and printers.
- Provide exceptional customer service by responding to all inbound customer calls and written correspondences.
- Build rapport with each customer. Actively listen to customers' requests and inquires.
More Technical Support
Resumes
Technical Support Resume Success Stories
Technical Support Resume FAQ
How do you describe technical support on a resume?
The best way to describe your technical support knowledge on a resume is to use straightforward facts backed with quantifiable proof. A persuasive work history entry uses easy-to-understand accomplishments to convey your fit for the role.
For example, as a technical support applicant, you sound more impressive if you write, “Designed and implemented an in-house PHP-based solution to allow foreign language customers access to the corporation’s cloud-based library and translations, saving the company $60,000,” rather than the noninformative “Developed an in-house PHP application to save the company money.”
What are the examples of technical support?
Examples of IT-based technical support include:
- Diagnosing hardware or software problems.
- Configuring computer systems and company-mandated software.
- Troubleshooting network issues.
- Offering remote and in-person support.
- Developing technical training materials.
What are the skills required for technical support?
According to the U.S. Bureau of Labor Statistics, the most effective skills required for technical support include:
- Strong listening skills
- Attention to detail
- Strong documentation skills
- Understanding of standard hardware and software
- Strong communication and patience to guide staff and customers through troubleshooting steps
- Installation and training of individuals on new hardware and software
Don’t forget to feature your interpersonal and hard skills in addition to your technical support knowledge. Take a look at the list we compiled of the most requested skills found in job openings to get more ideas for your resume.
What is the role of IT support?
Your IT technical support specialist role includes troubleshooting standard hardware and software issues related to computers, wifi or cloud-based programs. You’re also responsible for investigating and assessing repeated technical issues related to improper usage of equipment.
