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Technical Support Associate Resume Samples
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0-5 years of experience
Performed hardware, software, and network maintenance on all Cisco Layer 2 and Layer 3 LAN equipment to maintain optimum network performance and security compliance.
- Provided Tier 2 support for a customer base of 2,000+ users.
- Provided over the phone hardware and software support to remote employees.
- Participated in an on-call rotation for LAN support.
- Created, implemented, and maintained logon scripts via ScriptLogic for all GE Money Americas sites to provide network drive mapping, file copies, and business related settings to all applicable desktops and laptops.
- Responsible for leading, maintaining, and completing multiple LAN and desktop projects requested by the business ensuring they are complete efficiently and in a timely manner.
- Received several POP awards for outstanding performance.
0-5 years of experience
Provided troubleshooting, support, and maintenance to North American customers for hardware and software issues of HP laptops
- Documented technological issues and resolutions in the knowledge base
- Presented new issues and resolutions to teams
- Provided analytical reports about the test to project manager using advanced Excel features
- Established customer relationships by resolving the issues and following up by doing call backs
0-5 years of experience
Advanced troubleshooting of credit card processing hardware such as Verifone POS/POP, Fortigate Firewall, Netgear switches, gateway and electronic payment server (EPS) using RSDB-Aqua
- Handle customer escalations and follow-up as needed
- Escalated issues to third party vendors; provided assistance to field representatives, and followed-up to ensure customer satisfaction
- Identified and thoroughly document chronic issues
- Performed problem investigation and researched to resolve system related issues
- Recorded and maintained information of all assigned client issues and resolutions using E-Maintenance Ticketing System
- Created articles, updated old procedures, and contributed new ideas to the knowledge base for continuous improvement.
0-5 years of experience
Trained and managed a team of 5 members for handling severity level 3 and 4 technical issues
- Provided level 2 direct customer support for DTAG business applications in a web based environment
- Raised incident notifications and worked on successful restoration of services by following up on the resolution of the assigned incidents
- Worked on CRM tool to monitor daily call log and FCR Reports to ensure that the SLAs met with expectations
- Documented a Standard Resolution Matrix to highlight critical success factors on severity 4 issues resulting in reduction of customer escalations by 30%
- Utilized resources from other departments and ensured efficient issue handling and resolution provision
6-10 years of experience
Used government approved test procedures to perform various functional electronic testing and troubleshooting of power supply, transmitter and RF modules, and units at high and low voltage parameters.
- Created and revised documented instructions that described the manner in which an item is to be manufactured, inspected, and tested and the sequence of movement through manufacturing, inspection, and test operations.
- Troubleshot failures within modules and units to component level.
- Performed cross climate and vibration stress testing.
- Trained new employees in planning procedures.
0-5 years of experience
Provided tier II technical support via phone in a high volume call center environment.
- Responsible for troubleshooting networking components, hardware, software, and whole home networks.
- Repaired network configuration and connectivity issues.
- Configured and diagnosed VOIP systems.
- Completed Outlook to Lotus Notes Migration including configuration and backups.
- Awarded Revolutionary Representative of the month every month of my contract.
0-5 years of experience
Trained and worked as an AT&T Mobility Customer Care/Sales/Technical Support Representative.
- Resolved over 50 inbound inquiries regarding customer mobility contracts/services daily.
- Managed customer accounts in regards to providing account status, processing payments, setting up payment plans, providing usage and billing details,
- Consistently exceeded performance benchmarks in all areas (willingness to recommend, first call resolution, call backs, average call handle time, transfers, and digital first) by averaging over 109% on monthly overall attainment.
- Ranked #1 out of over 220 agents in the center for the months of November and December, 2014.
- Earned an average of 97% in a series of random evaluations conducted by AT&T.
- Received numerous 10/10 ratings on customer surveys based on their willingness to recommend AT&T in regards to their customer service experience and first call resolution.
- Trained and proved ability in establishing great rapport and trust, and asking probing questions in order to accurately identify the customer’s issue and seize any opportunity to sell products/services which accommodate the customer’s needs.
- Performed credit evaluations in order to check customer eligibility for products/services, and handled credit card/check orders.
- Performed troubleshooting and technical support services, and completed data entry services during each call.
0-5 years of experience
Diagnosed UL locks, keypads, motherboards, circuit boards and solenoids to determine malfunctions, isolate issues and offered solutions to resolve.
- Processed and responded to fire/burglary claims for [company name]s.
- Set-up extended warranties and registrations for new and existing customers.
- Provided E-mail correspondence with online customers through the contact us web link.
- Provided quality assurance tests on UL listed locks and created Excel spreadsheets with data trends.
- Collaborated with management and manufactures on testing new and used UL listed locks, mechanical dials, keypads, motherboards, biometric imprints and keys.
- Coordinated the set-up of service technicians to offer field support to warranted clients.
0-5 years of experience
Duties included: Providing technical support to security system installation and service technicians while maintaining company standards of service.
- Supported hardware includes ADEMCO/Honeywell brand burglary and fire panels, residential and commercial UL peripheral devices up to and including door contacts, smoke/heat detectors and motion sensors. Some support of access control points offered for basic programming and troubleshooting.
- Provided web-based training for field technicians on ADEMCO/Honeywell brand security products while maintaining training materials.
- Participated in database administration by updating documents stored on company server.
- Participated in beta testing of new products and providing appropriate feedback.
- Served as a mentor to new hires and assisted with appropriate training.
- Required skills included advanced troubleshooting abilities, in-depth knowledge of UL specifications, a strong electronic aptitude and the ability to accept personal responsibility while working with life safety.
0-5 years of experience
Provided desktop support for AT&T employees; diagnosed and resolved system issues
- Installed and configured hardware operating systems and applications
- Monitored and maintained computer systems and networks
- Recognized for excellent customer service skills. Continually received the highest amount of favorable customer satisfaction feedback among all 25 team members
0-5 years of experience
Provided help-desk support to clients and insured positive customer service experience. Recorded and solved client’s issues by telephone or via email; installed software and tools; managed general administrative issues such as documentation and manual updates.
- Provided first level technical support for Maritz employees on desktop, network and software products.
- Trained Maritz employees on Microsoft Office products.
- Maintained excellent working relationship with field service, customers, sales and marketing personnel.
- Revised training documentation for use by other help-desk associates.
0-5 years of experience
Specialist in supporting Siebel applications for developers, testers, and clients. Configured and monitored Siebel servers as well as communicated status information to management. Utilized HP Openview for changes, problems, and incidents.
- Created and modified Windows and Unix scripts for to ensure optimum application builds, monitoring, and error reporting.
- Established a centralized area for documentation of procedures and configurations resulting in quick training of new members and improved productivity of the group.
- Standardized change control procedures for production environments which simplified planning for maintenance.
- Regularly delegated the responsibilities between members of the Siebel Operations group so that tasks could be completed on time.
0-5 years of experience
Answered the support telephone line and responded to incoming request
- Monitored support requests received by email
- Responded to support requests and questions in due time
- Diagnosed and/or clarified and/or resolved support requests
- Escalated concerns to appropriate second level support team for more complex matters
- Conducted first level setup of computer interface for Laboratory Information Systems and provided second level printer support
- Assisted the seniors support specialist with preparation of IT documentation regarding system configurations and technical processes
0-5 years of experience
Conducted research & development on prospective U.S. military radio technologies
- Facilitated the knowledge, troubleshooting, technique and research of the technology for demonstration
- Administered research for the devices outcome as well as realistic simulations for effective product execution
- Lead military termed groups (Platoons, Squads etc.) of other support associates to ensure quality testing
- Provided successful demonstrations to DARPA officials in order to ensure US military grade product consumption
0-5 years of experience
Assisted customers via telephone with technical or other issues concerning their Dell PC.
- Walked customers through disassembling and reassembling their PC’s in order to remove and replace defective parts.
- Assisted customers when necessary to Format and reinstall their Operating Systems such as; Windows 95, 98, 2000, XP & XP Professional.
- Provided optimum customer service to customers who were upset and tried to resolve the situation to the best of my ability.
0-5 years of experience
- Instructed students and faculty on how to operate various electronic devices and software as well as informed them of network status, available software, and VPN access.
- Repaired and upgraded desktop computers, laptops, printers, e-classrooms, and collaboration tools.
- Diagnosed technical issues and promptly implemented fixes to student-owned and university devices.
- Installed certificates on Windows, Mac, and Linux operating systems in accordance with university’s IT security policy.
- Improved network security by installing anti-malware tools and configuring TCP/IP settings in accordance with the university’s IT protocol.
0-5 years of experience
Diagnosed, troubleshot, and repaired a wide variety of home and small business systems.
- Ensured compatibly of upgrade components.
- Provided opportunity for upgrade sales to client as recognized.
- Documented troubleshooting steps during each call using enterprise level help desk software designed by Siebel Corporation.
0-5 years of experience
- Used XPath and proprietary software to parse web data for customers
- Conducted new customer training on how to use the [company name] software
- Provided technical support and created solutions for difficult customer problems with 95% first call resolution
0-5 years of experience
Handled inbound calls and helped to resolve customer inquiries with their internet.
- Assisted customers in the initial instillation and set up of the anti- virus.
- Presented the internet settings for Microsoft outlook express e-mail
- Tending to all tier one duties of internet technical support and notating customer accounts.
- Received and managed escalated customer issues.
0-5 years of experience
Coordinated development projects with production engineers and production support staff.
- Coordinated purchase, installation and maintenance of analytical equipment and developed test methods.
- Provided technical support for Director of Advanced Technology group throughout development process.
- Conducted cross-functional team meetings including management, R&D and production staff.
0-5 years of experience
- Performed product troubleshooting, recommendations, and set-up/installation advice for catalog of over 9,000 products while exceeding departmental goals.
- Provided training for colleagues by teaching customer service best practices, technical explanations of products, and writing product support guides which improved quality of service and effectiveness of team.
- Implemented automation software that greatly increased efficiency of entire team.
0-5 years of experience
Provided technical support to large corporate customers in various industries
- Ensured savings to the company by providing an on-call resolution rate of 85%
- Supported Six Sigma and cost savings projects by providing the First Time Fix rate of 90% consistently
- Worked on the pilot project introducing ‘Chat Support’ to Dell customers
- Handled client escalations and ensure issue resolution and customer satisfaction.
0-5 years of experience
Provided internal administrative support to Technical Support Department which consisted of 8-10 Ph.d level scientist
- Provided product support to customers for Clontech products – molecular biology reagents and kits
- Maintained extensive customer database which included university research laboratories and pharmaceutical companies
- Managed “Quality and Service” customer survey project
- Responsible for distribution of latest revision of product protocols and documentation to Technical Support staff
- Managed customer requests for Material Data Safety Sheets, product protocols, and documentation
- Provided introduction, company tours, and departmental training for newly hired Technical Support staff members
0-5 years of experience
Responsibilities included investigating and resolving computer software and hardware problems. Diagnosed hardware issues with modems, printers, motherboards, NIC cards, memory, hard drive, monitors, keyboards, mouse, sound cards, cables, and telephones. Demonstrated ability to provide innovative solutions to difficult software problems.
- Assisted Bilingual customers with computer issues.
- Performed regular maintenance on customer computers.
- Logged all computer issues for future reference.
- Instructed customers on how to install hardware components to there systems.
0-5 years of experience
Managed all incoming Trouble Tickets and maintained a working database of issues needing to be resolved
- Provided remote desktop support for escalated issues
- Installed all necessary programs and operating systems for new employee laptops and kept a detailed database for future reference
- Supported the office with networking issues and offered suggestions on how to prevent future complications
0-5 years of experience
- Upgraded hardware and software on user PCs
- Assisted with the company network and troubleshooting issues
- Acted as a single point of contact by answering end user calls and resolving application issues
- Reduced customer issue backlog by 50% immediately
0-5 years of experience
Trained 50+ participants via telephone daily, with regard to using iPhone, installing the TouchPoints application and completing the TouchPoints Ten Day Marketing Survey.
- Answered incoming participant inquiries via telephone and email, and troubleshoot TouchPoints application related issues.
- Ran nightly reports to make sure participants are on task with Survey
- Worked on special related projects given out by management.
- Maintained accurate records and all call logs in eRunner.
- Maintained team schedule
0-5 years of experience
Monitor incoming emails and calls pertaining to internet security products and issues regarding vulnerabilities assessment tools, security infrastructure monitoring software and Intrusion Detection/Prevention Systems.
- Assign incoming email trouble tickets to engineering as well as train new hire Support Associates on company policy and procedures.
- Provide emergency response for Senior Network & System Security Engineers involving critical and high priority incidents.
- Work directly with upper-level department management to develop and launch action plan to handle increased call volume and call distribution to Network & System Security Engineers.
- Assist in development of strategy, which lowered technical support call abandonment rate from 9% to 2% and increased engineer response time by 15%.
- Solely revise Network Security Support Engineer training documentation.
0-5 years of experience
- Provided support for over 300 proprietary applications to internal and external clients
- Dispatched appropriate vendors (IBM, Dell, Telaid, Avaya) when necessary
- Resolved daily systematic and operational malfunctions, ensuring minimal loss of productivity
- Escalated all system outages to ensure resolution time is within the pre-established service level
- Proficiently utilized diagnostic tools to assess and troubleshoot hardware/software performance to sustain the effective use of existing and newly implemented system technology
- Maintained a record of all daily data communication transactions, problems and corrective actions
6-10 years of experience
- A background in data processing with an emphasis as a Technical Support Associate with IBM mainframes and servers.
- Performed data processing tasks, reformatting data for client mailing lists; provided quality assurance.
- Maintained and fulfilled client phone and written requests from the database system using Foxpro in a Windows environment.
- Performed Data Entry tasks, and proofread results.
- Knowledge of Excel and Word.
- Provided technical support for staff programmers and acted as an interface between programmers and the computer operations staff.
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Technical Support Associate
Last edited by: Gabriela Barcenas, CPRW, Content Writer II -
Gabriela Barcenas
CPRW, Content Writer IIGabriela is a Certified Professional Resume Writer (CPRW) and career adviser. With 10 years of digital media experience and five years of resume writing expertise, her publication history includes fashion, education, travel, social justice, equitable design and career advice.
