Advanced Technical Support Specialist resume example with 18+ years of experience
Jessica Claire
- , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
- (555) 432-1000
- resumesample@example.com
Summary
Innovative Program Manager offering over 15 years of diverse and progressive experience. I have significant achievements in Corporate Program Management specializing in identifying, developing, implementing and maintaining corporate communication standards and training materials while also providing site specific products and services to meet local requirement. I am a natural negotiator and can successfully liaise between high level stakeholders with competing priorities to achieve standardized and effective communications of company product, services and amenitie. I use excellent judgement and am able to prioritize and make independent informed decisions while also being an adaptable, supportive team member.
Skills
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Experience
Advanced Technical Support Specialist, 07/2020 to Current
Novetta – Fort Bragg, NC,
Novetta – Fort Bragg, NC,
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Assisted end-users with software and hardware troubleshooting to determine causes of system malfunction.
- Assisted in technical support process refinement to improve customer service and support.
- Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
- Built and maintained effective relationships with peers and upper management to drive team success toward common sales, service and operational goals.
Program Manager, 01/2010 to 06/2018
Lockheed Martin Corporation – Camden, NJ,
Lockheed Martin Corporation – Camden, NJ,
- Led design and implementation of program policies, frameworks and toolkits for comprehensive and well-controlled change management process.
- Developed programs and initiatives to support organization's long-term goals.
- Monitored and created reports showcasing program outcomes to communicate results with clients and stakeholders.
- Reviewed resources and assets for departmental activities, noting any compliance issues with industry standards and regulatory agencies.
- Planned and conducted strategy meetings to brainstorm new ideas and deliver program and milestone updates.
- Engaged closely with program participants to uncover issues, determine appropriate solutions and offer assistance.
- Oversaw completion of productivity goals and educated employees on established company processes.
- Developed robust marketing plans to increase awareness of programs.
- Identified business issues, creating customized solutions for individual problems.
- Managed all training in regards to staff development, change management and technical operations and controls.
- Improved cross-departmental cooperation and information communication processes by providing presentations to staff members and administration.
Operations Analyst, 12/1999 to 12/2004
Deluxe Corporation – Arizona, LA,
Deluxe Corporation – Arizona, LA,
- Identified operational and performance issues and worked with managers to resolve concerns.
- Analyzed operational performance to identify pain points and provided actionable solutions to management.
- Compared business performance and operating policies against benchmarks.
- Educated personnel on company policies to foster improved customer retention and increased revenue.
- Performed quantitative and qualitative evaluations to measure effectiveness of field programs and operations.
- Trained and explained complex processes to end users in clear and concise manner.
Sales Order Coordinator, 12/1995 to 12/1999
Frito Lay – City, STATE,
Frito Lay – City, STATE,
- Created and implemented store displays, promoting sales and growth.
- Followed-up with clients after installations to assess quality service and customer satisfaction.
- Improved overall customer purchasing experiences to promote steady revenue.
- Leveraged trends in customer marketplaces to shape value-added solutions and approaches.
- Prepared and processed contracts and order forms for new and existing customers.
- Monitored customer order process and addressed customer issues.
Education and Training
PMI
Global Business Travel Executive-CCTE: , Expected in
Project Management Institute - ,
Project Management Institute - ,
Associate of Arts: Business Administration, Expected in
Trend College - ,
Trend College - ,
Associate of Applied Science: Business And Marketing , Expected in
Spokane Community College - Spokane, WA
Spokane Community College - Spokane, WA
Certificate : Project Management , Expected in
Project Management Institute - Project Management ,
Project Management Institute - Project Management ,
Associate of Arts: Marketing For Meeting And Event Management , Expected in
University Of Houston - Downtown - Houston, TX
University Of Houston - Downtown - Houston, TX
Associate of Arts: Business Administration, Expected in
Trend College - ,
Trend College - ,
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Resume Overview
School Attended
- Project Management Institute
- Trend College
- Spokane Community College
- Project Management Institute
- University Of Houston - Downtown
- Trend College
Job Titles Held:
- Advanced Technical Support Specialist
- Program Manager
- Operations Analyst
- Sales Order Coordinator
Degrees
- PMI Global Business Travel Executive-CCTE
- Associate of Arts
- Associate of Applied Science
- Certificate
- Associate of Arts
- Associate of Arts
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