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client services architect resume example with 8+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
  • :
Summary

Demonstrative Client Services Manager known for successfully handling tasks in high-volume setting. Promoting fantastic Technical and Customer service skills. Dedicated to best-in-class time management and detail-oriented work.

Skills
  • Client rapport
  • Customer support and assistance
  • Leadership
  • Effective customer communication
  • Technical problem-solving
  • Staff training
  • Escalation management
  • Issue and conflict resolution
  • Teambuilding
  • MS Office
Experience
Client Services Architect, 10/2017 - Current
Hearst Communications Laredo, TX,
  • Served as level-three support escalation point for 10-member distributed support staff.
  • Assisted end-users with software and hardware troubleshooting to determine causes of system malfunction.
  • Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
  • Assist in recruiting and training Technical Support Analysts and Customer service employees and provided evaluations with feedback to cultivate highly talented team members.
  • Supported employees with advanced troubleshooting on helpdesk tickets.
Manager of Product Support, 03/2016 - 10/2017
Progressive Leasing Yonkers, NY,
  • Developed and wrote technical documentation for products.
  • Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Juggled multiple projects and tasks to ensure high quality and timely delivery.
  • Demonstrated self-reliance by meeting and exceeding workflow needs.
  • Demonstrated leadership by making improvements to work processes and helping to train others.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Improved operations by working with team members and customers to find workable solutions.
  • Motivated and encouraged team members to communicate more openly and constructively with each other.
  • Exceeded customer satisfaction by finding creative solutions to problems.
Technical Support Analyst, 02/2014 - 03/2016
Education Logistics City, STATE,
  • Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
  • Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
  • Monitored service orders to completion and closed service tickets.
  • Documented repair processes and helped streamline procedures for future technical support actions.
  • Updated software versions with patches and new installations to close security loopholes and protect users.
  • Removed malware and viruses from laptops and desktop systems using specialized software.
  • Developed robust online knowledge base for support staff to reference when responding to requests for assistance.
  • Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions.
  • Observed system functioning and entered commands to test different areas of operations.
  • Devised incisive workarounds and resolutions for IT-related problems.
  • Responded to ~30+ individual tickets every week to provide end-user support on systems and software.
  • Served as level-three support escalation point for 10-member distributed support staff.
  • Resolved record-breaking backlog of support tickets following major system malfunction.
  • Advised customers and users on required maintenance practices for diverse software systems to support OEM warranty requirements and industry best practices.
  • Assisted customers with various types of technical issues via email, live chat and telephone.
  • Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
  • Employed Freshdesk, Zendesk, Salesforce and other ticket support systems.
  • Documented customer complaints and inquiries for use in technical documentation and bug tracking.
  • Input customer service orders and tracked orders through to completion.
  • Managed customer system updates, informing clients of installation progress stages.
  • Utilized automated systems to manage and track customer inquiries through to completion.
  • Aided in development of customer acclimation plans for helping clients adjust to implementation of new products.
  • Informed senior leadership of product development issues discovered via technical support calls with customers.
  • Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
  • Reviewed current hardware and software configurations and recommended modifications to increase system speed.
  • Mentored other technologists and support professionals to provide professional development and skill enhancement.
  • Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
  • Identified opportunities to upsell technical products and services, boosting revenues to existing accounts.
  • Drafted whitepapers, user manuals, implementation documentation and support base entries to reduce customer tickets and customer service expenses.
  • Delivered on-site technical support following software implementation and worked with managers to suggest product upgrades and changes.
Education and Training
Bachelor of Science: Accounting, Expected in 08/1992
-
Eastern Montana College - Billings, MT,
GPA:
Status -
Bachelor of Science: Information Technology, Expected in
-
The University of Montana - Missoula, MT
GPA:
Status -

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Resume Overview

School Attended

  • Eastern Montana College
  • The University of Montana

Job Titles Held:

  • Client Services Architect
  • Manager of Product Support
  • Technical Support Analyst

Degrees

  • Bachelor of Science
  • Bachelor of Science

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