LiveCareer-Resume

application support associate resume example with 20+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
  • resumesample@example.com
  • :
Summary

Demonstrative Application Support Specialist proudly offering over 25 years' experience managing equipment functionality and providing in-depth training to end users. Polished professional known for developing new software features and enhancements. Offering issue resolution expertise in fast-paced environments. Client-oriented Application Support Specialist with career spent identifying root causes for issues and finding appropriate solutions to alleviate concerns. Talented leader considered integral aspect of highly capable teams. Helpful Global Product Service Manager easily conveying technical information to diverse audiences. Skilled at both hardware and software troubleshooting in fast-paced environments. Seasoned Support Engineer well-versed in supporting users and troubleshooting common problems. Versatile professional bringing remarkable understanding of [Type] operations and resilient nature focused on finding root causes and making permanent improvements. Offering [Number] years of experience working in high-pressure environments to address customer concerns and questions. Critical thinking [Job Title] effectively resolves technical issues through troubleshooting and [Technique]. Specializes in [Area of certification] and [Area of certification]. Offers outstanding skills in [Skill] and [Skill]. Dependable [Job Title] with [Number] years of helpdesk experience. Assist end-users with complex technical issues. Communicate complicated concepts clearly. Accomplished [Job Title] with over [Number] years of information technology support experience. Tech-savvy professional well-versed in installing and configuring computer systems, diagnosing hardware and software defects and supporting new application roll-outs. Certified in [Area of certification] and [Area of certification]. Committed to providing efficient, high-quality support. [Area of study] student with background in [Area of expertise]. Strong technical proficiency with work history in [Area of expertise]. In-depth knowledge of [Software] coupled with [Task] abilities. Proven history of performance in [Skill]. Hardworking and reliable [Job Title] with strong ability in [Task]. Offering [Skill] and [Skill]. Highly organized, proactive and punctual with team-oriented mentality. Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth.

Skills
  • Product demonstrations
  • Systems and application training
  • Customer assistance
  • Status reporting
  • Application subject expertise
  • Technical support
  • Hardware and engineering knowledge
  • Test plans and cases
  • Hardware configuration
  • Hardware upgrades
  • Technical Troubleshooting
  • Computer maintenance
  • LAN/WAN
  • Windows XP/Vista
  • [Type] debugging
  • Service desk support
  • Equipment repair
  • Software upgrades
  • Application installations
  • Hardware diagnostics
Experience
Application Support Associate, 09/2021 to Current
Gaf Buildings Materials Corp. Of AmericaOakland, CA,
  • Oversaw user acceptance testing and reporting to review software use by consumers in real-world scenarios.
  • Tested new software releases for quality assurance purposes and determined coordination with performance and efficiency goals.
  • Answered software and clinical application questions with detailed explanations and examples.
  • Handled all reporting tasks for each project and updated support policy documentation whenever changes were noted.
  • Upgraded laptops/desktops, improving speed and performance.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Installed, configured and set up PCs in stores for optimal operation and reporting.
  • Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
  • Supported employees with advanced troubleshooting on helpdesk tickets.
  • Assisted in technical support process refinement to improve customer service and support.
  • Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
  • Organized repair and replacement of PC components and systems.
  • Updated and reconfigured existing and new computers with current software and operating systems.
  • Assisted online users via live chat, web conference and phone to resolve issues related to software and system use and access.
  • Proficient in network protocols, DHCP, DNS and SMPT.
  • Responded to support tickets within established timeframe to improve customer service.
  • Responded to 100+ individual tickets every week to provide end-user support on systems and software.
  • Facilitated system migration projects during off-hours to avoid outages and network bottlenecks.
  • Served as level-three support escalation point for 700+ member distributed support staff.
  • Collected, analyzed and reported on data for use in operational planning.
Senior Global Product Service Manager, 09/2016 to 09/2021
JPMorgan ChaseCity, STATE,
  • Established goals, policies and work standards to strengthen team performance and boost product results.
  • Provided oversight and collaboration through excellent documentation, organizational, analytical and communication.
  • Gathered requirements, oversaw testing and monitored performance to proactively adjust product marketing strategies.
  • Recommended product changes to enhance customer interest and maximize sales.
  • Planned and executed Windows 7/10 Laptops/Desktops projects.
  • Planned and executed Chromebooks projects.
  • Partnered with internal and external agency teams to create innovative strategies and implement OS; Application upgrade.
Senior Desktop Support Technician, 01/1997 to 09/2016
JPMorgan ChaseCity, STATE,
  • Resolved service requests by individually troubleshooting and addressing user issues.
  • Oversaw hardware, software and networking component monitoring, testing and installation to assist maintenance and migration.
  • Lent technical support, consulting and implementation services to maintain system performance thresholds.
  • Handled maintenance tasks to promote improved network availability.
  • Surveyed and supported technology assets to maintain business continuity.
  • Oversaw bug reports and completed resolutions within adequate timeframes.
  • Researched and maintained IT project and service documentation to assist future problem resolution.
  • Installed and configured printers and scanners and reset default device passwords to prevent cyber attacks.
  • Upgraded laptops/desktops, improving speed and performance.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Installed, configured and set up PCs in stores for optimal operation and reporting.
  • Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
  • Supported employees with advanced troubleshooting on helpdesk tickets.
  • Assisted in technical support process refinement to improve customer service and support.
  • Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
  • Organized repair and replacement of PC components and systems.
  • Backed up data each evening, helping alleviate lost information following malware incident.
  • Updated and reconfigured existing and new computers with current software and operating systems.
  • Proficient in network protocols, DHCP, DNS and SMPT.
  • Responded to support tickets within established timeframe to improve customer service.
  • Responded to 100+ individual tickets every week to provide end-user support on systems and software.
  • Collected, analyzed and reported on data for use in operational planning.
Education and Training
: Information Technology, Expected in to San Jacinto College District - Pasadena, TX
GPA:
Languages
English:
Native/ Bilingual
Negotiated:
Spanish:
Full Professional
Negotiated:
Certifications
  • Network+, A+, Server+ JPMorgan Chase - 2003
,

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Resume Overview

School Attended

  • San Jacinto College District

Job Titles Held:

  • Application Support Associate
  • Senior Global Product Service Manager
  • Senior Desktop Support Technician

Degrees

  • Some College (No Degree)

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