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Summary

Seeking opportunities that showcase the  range of proven technical,  analytical and customer service skills necessary to the Help Desk environment.  An extensive background in high-end tactical jet  avionic systems maintenance and troubleshooting anchors acquired technical, analytical skills. Having both taught customer service soft skills in formal classroom settings, applied them from inbound call center experience to assisting first time/ novice DIYers and small business owners on a Big Box retail chain sales floor or, among corporate end users. The principals and practice remains true and consistent. Equally demonstrated  results in Program Management supervisory functions. A demonstrated commitment to  technical training and applied Customer service principals. 

Skill Highlights

-CompTIA Certified Professional

 -A Plus Certified

- Network Plus Certified

-Server Plus Certified

- CTT Plus Certified Technical Trainer

-Microsoft Certified Professional

-OSHA analyst and administrator

-Master Training Specialist,  Department of the Navy

Experience
05/2015 to Current
Certified Hardware Specialist Home Depot Memphis, TN

Sales Associate- Certified Hardware Associate:

  • Flesh out residential / business customers to ascertain best product recommendations and practices on a range hardware need from  corded and battery operated power tools to the appropriate use of fasteners, anchors and building materials.
  • Routinely make recommendations as to best practices, and hazards of non-conformance to industry practices.
Sales Cashier:
  • Last line to ensuring total costumer satisfaction and expectations met via prescribed customer queries relative to the shoppers in store experience.
02/2000 to 02/2002
Regional LAN Administrator Acosta Sales & Marketing Co. Memphis, TN
  •  Maintain distributed local area network supporting offices and remote users on Frame Relay WAN.
  • Offices located in Tennessee, Mississippi, Louisiana, Arkansas and Remote Access users (120 ) throughout region.
  • Primarily responsible for administration of LAN/WAN network; providing second level support of local and remote users.
  • Maintained Win NT/2000 servers, Win 9x workstations and portables on RAS, and installation of network hardware.
  • Coordinate and supervise office relocation/ expansion Experienced in Microsoft Back Office products.
02/2000 to 02/2000
Contractor Technical Support Specialist Robert Half International
  • Provided LAN support to company employed end users connecting locally, via VFN and RAS.
  • Diagnose network and network resource connectivity issues.
  • Supported desktop and mainframe applications on PCs and laptops, to include MS Office, Lotus Smart Suite and AS400 products.
  • Supported Lotus Notes and MS Outlook e-mail services.
  • Management of domain user accounts and performing server operations, including access permissions, domain conversions, and systems integrity.
  • Provided these services on enterprise level networks with more than 3000 end users on Windows 9x, and NT platforms.
01/1999 to 01/2000
Adjunct Instructor Southwest Tennessee Community College State Technical Institute Memphis
  • Provided on campus, preparatory instruction for A certification.
  • Developed course requirements and outlines for Help Desk Concepts and Network courses.
01/1997 to 01/2000
Trainer/Systems Analyst Stream International
  • Initially trained new hire personnel in basic PC up-keep and repair, and customer service soft skills for high volume inbound call center.
  • Developed training plans and lesson guides to meet company specific requirements.
  • Provided training to support OEM products, Internet access utilizing dial-up and high-speed connection technologies.
  • Lead trainer during facility migration from Lotus CC-Mail to Lotus Notes.
  • When company embarked on major University initiative to provide certification training for employees, functioned as site lead for program development and implementation.
  • Other duties include, augmentation of IT support services on a 600 node distributed LAN and participation in community outreach programs.
02/1996 to 02/1997
Material Manager

Accomplishments: Reorganized sub-custody and preventative maintenance procedures resulting in increased availability of high dollar material. Functional area was "Outstanding" on Navel Aviation Readiness Evaluation.

10/1997
MILITARY SERVICE United States Marine Corps
  • Navy Marine Corps Commendation Medals for Superior Performance of Duty
  • 2 Navy Marine Corps Achievement Medals for Meritorious Performance of Duty
02/1995 to 02/1997
Safety Program Manager


Accomplishments: Developed and implemented required safety programs consistent with federal laws. Implemented monthly safety newsletter emphasizing safety awareness away from work. Received a rating of Outstanding during Inspector General's Evaluation,.

02/1993 to 02/1994
Explosive Systems Safety Supervisor

Accomplishments: Received two Letters of Accommodation, Meritorious Mast, Letters of Appreciation, and awarded two Navy/Marine Corps Medals of Achievement for Outstanding performance.

02/1990 to 02/1993
Navel Technical Training Instructor/Supervisor/Evaluator assigned to Navel Technical Training Center

Accomplishments: Directed revision of 10-week technical training course. Increased course lab requirements without extension of course length. This cost-effective revision, contributed to student readiness. Received Letter of Appreciation for community based activities, designation as Master Training Specialist, two Letters of Appreciation for service activity and awarded the Navy/Marine Corps Commendation Medal for superior performance.

02/1988 to 02/1989
Quality Assurance Representative

Accomplishments: Gained rounded experience of aviation maintenance theory, principles and practices.

Education and Training
1977
High School Diploma: Engineering Sciences Malcolm X Shabazz High School Newark, NJ
Industrial Safety Indiana University CE Certification
This resume is created in 7 minutes.
Professional Summary
Analytical IT professional who applies hardware and software design, installation, security, administration and configuration knowledge to support growing businesses and increase productivity. Possesses a broad knowledge of the different facets of the IT industry, having been exposed to IT in different contexts. Talented at resolving highly technical/analytical issues efficiently to maintain uptime and increase productivity levels. Superb interpersonal skills, and is dedicated to providing the highest quality customer service.
Skills
  • Remote access support
  • User account creation
  • Advanced knowledge of Computer Hardware, Software, Peripherals, etc.
  • Performance testing
  • Firmware upgrades knowledge
  • Security logs
  • VPN configurations
  • Antivirus and spam blocking
  • Decisive
  • Analytical thinker
  • Superb interpersonal skills
  • Security metrics
  • Meticulous record-keeper
  • Account security maintenance
  • Wireless Access Point
  • Data backup and recovery systems
  • Preventative maintenance expert
Work History
Clinical Systems Specialist II 08/2015 to Current
Doctor's Hospital at Renaissance Edinburg, TX
  • Provide 2nd level clinical systems support for the entire hospital, with a primary focus on the hospital's outpatient settings. 
  • Coordinated with systems partners to finalize designs and confirm requirements.
  • Assist with project management and coordination for hospital's EMR software go-lives, scheduled system downtimes, scheduled upgrades, etc.
  • Generate reports within various EMR systems for varied purposes, such as demographics, statistics, vulnerabilities, etc.
  • Provided documentation on start-up, shut down and first level troubleshooting of processes to help desk staff.
  • Implemented company policies, technical procedures and standards for preserving the integrity and security of data, reports and access.
  • Consistently met deadlines and requirements for all production work orders.
  • Trained junior members of Clinical Informatics team regarding troubleshooting, support, and customization of the different EMRs in use at the hospital.

Technical Support Specialist II 02/2014 to 08/2015
Doctors Hospital at Renaissance Edinburg
  • Provided 2nd level technical support to the entire hospital onsite, as well as remotely via the IS HelpDesk Call Center.
  • Managed call flow and responded to technical support needs of customers.
  • Created/modified and reset passwords for users within Active Directory, as well as the various clinical/financial applications in use by the hospital (Cerner, Mckesson, eCW, Amazing Charts, Crystal PM, MicroMD, UroCharts, etc.).
  • Proposed technical feasibility solutions for new functional designs and suggested options for performance improvement of technical objects.
  • Diagnosed and troubleshooted Windows processing problems and applied solutions to increase company efficiency.
  • Reviewed technical documentation and procedures.
  • Defined and documented technical best practices.
  • Installed software, modified and repaired hardware and resolved technical issues.
  • Identified and solved technical issues with a variety of diagnostic tools.
  • Built and provided basic end-user troubleshooting and desktop support on Windows and Mac systems.

IT Support Specialist 01/2013 to 01/2014
Compuplanet IT Solutions Edinburg, TX.
  • Provided IT Desktop/Server/Network support to contracted clients in various settings, which included clinics, restaurants, warehouses, etc.
  • Built/configured servers with RAID arrays, Active Directory, DNS, RDS, etc.
  • as needed by clientele.
  • In addition, I managed & maintained network equipment for clients.
A+ Computer Technician 06/2011 to 10/2013
TigerDirect Mcallen, TX
  • Troubleshot and repaired any and all issues with hardware/software/peripherals for clients in a timely manner, communicated end result to client and provided training.
  • Provided technical advice to clients to assist in making an educated decision on different technological devices (routers, switches, computers, etc.).
  • Installed software and operating systems on client computers as necessary.

Education
Bachelor of Science: Information Technology Dec. 2014 Western Governors University - Salt Lake City, UT
  • Coursework in Information Technology and Computer Applications
  • Coursework in Computer Science and Engineering
  • Coursework includes: Speech and Communication, Sociology and Psychology


Associate of Applied Science: Electronic & Computer Maintenance Technology 2012 South Texas College - Mcallen, TX
  • Coursework in Computer Structure and Assembly
  • Coursework in Computer Networks
  • Coursework includes: Speech and Communication, Sociology and Psychology
  • Training in Customer Service for Technical Support
Industry Certifications
  • CompTIA: A+, Network+, Security+, Linux+ & Project+
  • CIW: Web Design Specialist, JavaScript Specialist, Database Design Specialist
  • Microsoft: Software Development Fundamentals
This resume is created in 7 minutes.
Professional Summary
Proficient Network Engineer with broad-range national and international experience in voice and data network support and installation. Creative customer service during catastrophic events. Strong process management skills with outstanding ability to streamline implementations, configurations and operations.
Skills
  • Cisco switch and routing
  • Telecommunications equipment
  • Client/server IT platform
  • UNIX IT platform
  • Avaya Communication Manager
  • Strong communication skills
  • Project leadership
  • Highly motivated
  • Self-Driven
  • Quick adaptor of diverse discipline skills
  • Experienced working in customer centric environment
  • With good  organizational and planning skills
Work History
Technical Support Specialist Nov 2016 - Current
Xplornet Communication Fredericton New brunswick

• Advanced technical troubleshooting with customers calling to resolve concerns related to internet/network connectivity and email  

• Providing high quality customer service within Xplornet's service level and quality guidelines  

• Liaise with internal departments to investigate and escalate technical issues as appropriate   including Channel Support and Network Operations    

• Documenting and prioritizing trouble tickets and technical issues on customer accounts  

• Maintaining extensive knowledge of technical troubleshooting for Xplornet products and   staying current on relative technology advancements


Avaya Backbone engineer Tier 3 Feb 2016 - Oct 2016
Innovatia Incorporate Saint John, New Brunswick
  •     Provided remote backbone technical support for Unified Communications products ranging primarily from Avaya Aura Communication Manager (CM), ESS/LSP, MG, etc. Maintained reliable voice and network operations by providing support to deliver multitude of telecom solutions. Resolved soft phone application issues, gateway outages due to a cause of issues ranging from improper routing, LAN/WAN issues, to network Bandwidth capacity, Codecs, T-1 circuits: ISDN/PRI/BRI/E&M TIE/SIP, and power-related issues. Aided in provisioning of carrier circuits to CPE equipment, and supported VoIP end users with training of Aura features from managing IP phone connectivity, VM passwords, to proper use of VoIP mobility solutions and supported applications.  
  •     Demonstrated ability to provide Incident management, and Problem management to keep within customer SLAs, provided system root cause analysis reports when necessary, and assisted in documenting policies and procedures ·      Carried out excellent vendor management to minimize downtime and increase productivity for all PSTN (local/domestic LD/International) dialling, and VoIP/SIP on-net dialling issues for several telecom service providers.  
  •     Effectively worked with customer's Telecom\IT departments to identify power outages, MPLS/Internet controlled WAN link issues, and LAN switch issues that directly impacted QoS, and system performance. ·      Liaise with Avaya's internal escalation teams - Contact Center team, Technical Managers (TMs), and CPE development teams to resolve product issues directly impacting VoIP-related equipment\system.
  •     Effectively worked with customer's Telecom\IT departments to identify power outages, MPLS/Internet controlled WAN link issues, and LAN switch issues that directly impacted QoS, and system performance.
  •     Liaise with Avaya's internal escalation teams - Contact Center team, Technical Managers (TMs), and CPE development teams to resolve product issues directly impacting VoIP-related equipment\system.
Techcnical Support Specialist Jul 2015 - Jan 2016
Xplornet Communication Fredericton

• Advanced technical troubleshooting with customers calling to resolve concerns related to internet/network connectivity and email    

• Providing high quality customer service within Xplornet's service level and quality guidelines    

• Liaise with internal departments to investigate and escalate technical issues as appropriate   including Channel Support and Network Operations    

• Documenting and prioritizing trouble tickets and technical issues on customer accounts  

• Maintaining extensive knowledge of technical troubleshooting for Xplornet products and   staying current on relative technology advancements


Education
Master of Science: Internetworking July 2015
Dalhousie University Halifax, Nova Scotia
  •  2 years of hands on lab experience of configuring routing protocols, switching, firewalls and other network security technologies in Routers, switch and access points provided by the university (Cisco Routers (2800, 2900, 3800, 3900 series), Cisco, Switches (L2 2950, 2960 & L3 3550, 3560, 3750), Cisco 1261N APs, Terminal Server)Going through each major networking protocol like RIP, BGP,SMTP, etc. one by one and doing implementation, configuration and troubleshooting.
  • Gone thought industry level course like Network Security. Network Design, Network Architect, etc. 
  • Completed 2 year of course with in 1 year and 6 months with getting 3.32 GPA.
  • Cisco Certified Network Associate (CCNA) Routing and Switching along with course. 
Bachelor of Science: Electronics and Communication Engineer 2013
Gujarat University Vasan Gandhinagar
  • Completed year with CGPA 8.2 equivalent to 3.75 GPA
  • Secured university top 100 rank on Second semester
  • Actively working in co ordinating technical event and any organizational even in the Campus.
Certifications
  • CCNA- Routing and switching ICND1 and ICND2
  • Soft skill training company wide in Xplornet communication and Innovatia
  • Avaya Aura Communication Manager Company wide training 
Research and Publication

•   In 2012-13 Published an project on OFDM Modulation Simulated in MATLAB- 2012 Titled as “Design and Implementation of OFDM Trans-Receiver for IEEE 802.11(WLAN)” with co-league.  Published on international journal of Modern Engineering Research (IJMER) and also Asian Journal    

•     In 2014-15 did in-depth research on DDOS attacks for tracing the attacker using the currents technique introduced by CISCO. Titled as “Securing Switched Network by tracing malicious user and preventing them”. Project is based on IP trace route technique.

Understanding or Protocols

•    Networking Skills- RIP, IGRP, EIGRP, OSPF, BGP, STP, RSTP, VTP,L3 Switching protocols, MPLS – VPN, HSRP, GLBP, VRRP, CDP, HDLC, PPP, CAPWAP, ARP, RARP, DNS, DHCP, SNMP, PING Program, Traceroute Program, Avaya Aura and Learning  

•    Networking Technologies- LAN/WAN, TCP/IP, Ethernet, Wireless Technologies, VoIP, NAT, ACLs, Port Security, GRE tunneling, Frame Relay, Route Redistribution and Learning  

•    Network Equipment worked on - Cisco Routers (2800, 2900, 3800, 3900 series), Cisco, Switches (L2: 2950, 2960 & L3:3550, 3560, 3750), Cisco 1261N APs, Terminal Server. Avaya servers: Media gateway g430, g450 and G700. Server S8300, S8500, S8700, S8800  

 

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Career Overview
To learn and develop as part of a fast-paced marketing team leading a company to success. With an extensive customer service knowledge of the importance of satisfaction from presale to post sale, I will be driven to reach company goals.
Accomplishments
Customer Interface
  • I play an instrumental role in developing standard operating systems, Software troubleshooting macro steps and overall customer satisfaction
Work Experience
Event Co-Ordinator Specialist
Brooklyn, NY
BKLYN COMMONS/ Sep 2017 to Current
  • Compiled comprehensive lists describing product and service offerings.
  • Collaborated with marketing and communications teams on standardization, design, and production of marketing materials.
  • Worked effectively in a heavily cross-functional, fast-paced environment.
  • Manage event operations including point of contact for scheduled events.
Software Technical Support Specialist
New York, NY
Peloton Cycle/ Sep 2016 to Current
  • Provides software support to customers regarding the Peloton bike software, the Pelotoncycle.com website, and iOS application.
  • Gather customer's information and determine the issue by evaluating and analyzing the symptoms.
  • Collects data on emerering problematic software issues to cofirm trends and report priority issues to the techncial team.
  • Assist in Perpetuate changes to the customer service training program, which resulted in more efficient training modules to prepare general support agents with general software troubleshooting steps.
  • Collected customer feedback and made process changes to continue to exceed customer satisfaction goals.
General Customer Experience Representative
New York, NY
Peloton Cycle/ May 2016 to Aug 2016
  • Provides general support to customers regarding the Peloton bike, the experience, coaches and general information about the studio.
  • Achieved customer satisfaction rating of 91% within the first month of employment Perpetuates changes to the customer service training program, which resulted in more efficient training modules to prepare agents for on-boarding.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
Product Specialist/ Community Manager
Brooklyn, NY
MakerBot Industries/ Apr 2013 to May 2016
  • Administered and refined technical content for the company's social media platforms such as Twitter, The FaceBook, and Instagram via Hootsuite.
  • Lead Product Specialist for the MakerBot Replicator 2X Desktop 3D printer.
  • Advised customers in resolving technical and software related issues via email, live chats, and phone calls.
  • Expert in CRM system such as Salesforce and SnapEngage.
  • Oversaw new products, upgrades, releases, and organized resolutions to product issues.
  • Developed documentation for common procedures for both support staff and end-users.
Educational Background
Bachelor of Arts Communications Brooklyn College 2012 Brooklyn, New York Communications, Media and Journalism coursework
Skills
3D, Articulate, Basic, com, content, CRM, customer satisfaction, customer service training, Data Collection, documentation, email, Graphic Design, Journalism, Microsoft Office Suite, operating systems, Strong organizational skills, printer, problem solver, public speaker, social media platforms, Software troubleshooting, team player, software support, phone, Type 40 WPM, upgrades, website
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Summary

Meticulous professional with customer service and technical support experience, excellent at juggling multiple tasks and working under pressure. Broad industry experience includes Telecommunications, Sales, Customer Service, and Commercial Driving

Highlights
  • Superior troubleshooting skills
  • Excellent written and verbal communication skills
  • Exceptional telephone etiquette
  • Windows OS/Office
  • Accomplished with mobile devices
  • Telecommunications knowledge
  • High customer service standards

  • Patient and diligent

  • Conflict resolution proficiency

  • Call center experience
Experience
10/2016 - Current
Über Tulsa, Oklahoma Driver Working for Uber, I would pick up passengers from all over the greater Tulsa area and take them to their scheduled destinations. This job requires being able to handle multiple tasks simultaneously while upholding 5 star customer service. I've worked for Uber since October 2016 and it is currently my primary occupation.
07/2016 - 01/2017
AT&T Tulsa, Oklahoma Technical Support Assisted customer's with technical related issues in an inbound call center environment. Walked customer's through troubleshooting Android based mobile devices and also assisted customer's with billing, sales, and account issues, as well. I was also asked on several occasions to "walk" my team, where my main duty was to assist my fellow team mates with questions.
02/2014 - 07/2015
AT&T Oklahoma City, OK Technical Support

Assisted customer's with technical related issues in an inbound call center environment. Walked customer's through troubleshooting Apple iOS based mobile devices and also assisted customer's with billing, sales, and account issues, as well. I was also asked on several occasions to "walk" my team, where my main duty was to assist my fellow team mates with questions.

07/2012 - 08/2013
Dell Inc. Oklahoma City, OK Technical Support

At Dell, I worked as a technical support agent. My duties were to take inbound calls related to imaging devices like printers, scanners, fax machines, projectors. Our clientèle was mainly business and federal clients. We would open a case for each inbound call and would consistently follow up with that customer until the issue was resolved. I would often have to send replacement parts or on-site technicians as part of the troubleshooting.

04/2012 - 02/2014
Full Circle Bookstore Oklahoma City, OK Customer Service

I worked as a part-time barista in the cafe at Full Circle. My duties included minor food preparation, preparation of coffee beverages, customer service, and executing P.O.S. functions. Also maintaining an orderly and clean environment by regularly sweeping, stocking, and organizing the cafe store front.

07/2011 - 07/2012
Belle Isle Brewery and Restaurant Oklahoma City, OK Server

My job duties as a server included minor food preparation, customer service, and the completion of any assigned side work. Utilizing effective listening and communication skills was necessary with this job.

02/2010 - 07/2011
Dillard's Inc. Oklahoma City, OK Customer Sales Associate

I worked as a sales associate for Dillard's in the fragrance department. My job duties included sampling products, assembling visual displays for the launch of new products, assisting product vendors with organizing new products, greeting customer's at the door and assist them with any questions they might have had.

Education
2009
Harding Charter Preparatory High School Oklahoma City, OK, United States High School Diploma: College Preparatory

I attended Harding Charter Preparatory High School from 2005 - 2009. College accredited advanced placement courses.

Heritage College Oklahoma Natural Gas, OK, United States Therapeutic Massage

I began taking therapeutic massage classes at Heritage College starting in July, 2015.

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Work History
Technical Support Specialist 09/2015 to 12/2016
Noregon Systems Inc Greensboro, North Carolina, United States
  • Provided help desk support to customers regarding any computer hardware and software related issues.
  • Carefully analyzed technical issues in a time efficient manner to ensure issues were completely resolved on time.
  • Documented tickets, emails, and reports in a very detailed and professional manner.
  • Effectively and efficiently communicated with an average of 20 customers per day with the utmost of care.
  • Maintained a strong relationship with customers to better assess all of their needs.
Technical Operations Technician Intern 05/2014 to 08/2014
Inmar Winston-Salem, North Carolina, United States
  • Responded to, diagnosed and resolved problems and tickets that are assigned via the Service Desk or directly from the users pc.
  • Communicated effectively  and provided customer service to intenal and external customers via telephone, email, and in person.
  • Collaborated effectively in a small group to carry out complex and special assignments within the company.
  • Prepared documents and reports on technical issues, troubleshooting updates, and solutions.
  • Set up new windows laptops to a specific standard and specifications.
Grocery Clerk 08/2010 to 06/2013
Harris Teeter Greensboro, North Carolina, United States
  • Worked on unloading merchandise from large trucks, and organizing merchandise.
  • Stocked merchandise in a very efficient and effective manner.
  • Communicated and properly planned with the grocery manager to carry out crucial tasks.
  • Lead a group of associates in ensuring assignments were completed in an efficient manner.
  • Helped customers find the right products for their needs, and provided product recommendations.
Education
Bachelor of Science: Information Systems 2015 University of North Carolina at Greensboro - Greensboro, North Carolina 3.87/4.0 GPA
Skills
Spanish: fluent (speaking, reading, writing), System Analysis and Design, Application development, Database Systems and Management + MySQL, Relational Database, Telecommunications Management and Data Communications. Business programming (Visual-Basic), Microsoft Office Suite (Word, Excel, and PowerPoint), Web design and development (HTML, CSS), Information Systems Security, Exceptional communication skills, Outstanding customer service skills