LiveCareer-Resume

cloud support technician resume example with 17+ years of experience

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Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000, resumesample@example.com
Summary

Hardworking and reliable employee with strong ability in multitasking. Offering bilingual skills. Highly organized, proactive and punctual with team-oriented mentality.

Skills
  • Account Administration
  • System Performance Assessments
  • Tracking and Documentation
  • Teamwork and Collaboration
  • Customer Service
  • Attention to Detail
  • Issue and Resolution Tracking
  • Organizational Skills
  • Error Detection
  • Help Desk Support
  • Multitasking and Prioritization
  • Customer Service Support
  • Resolving Problems and Incidents
  • Verbal and Written Communication
  • Positive and Upbeat
  • Service Desk Team Management
  • Problem-Solving
  • Project Coordination
  • Friendly and Patient
  • Remote Technical Support
  • Translation Revisions
  • Bilingual Spanish/English
Experience
07/2021 to Current Director of Hosted Desktop Wintellect | Portland, OR,
  • Managed staff, financials and key performance indicators to facilitate business operations.
  • Successfully improved employment turnover through creating incentive and training programs.
  • Resolved service requests by individually troubleshooting and addressing user issues.
  • Handled maintenance tasks to promote improved network availability.
  • Prioritized and fielded IT ticket requests, providing technical support, troubleshooting and issue resolution to maintain system performance levels.
  • Assisted end users with diagnostics to resolve issues.
  • Answered user questions about computer and Cloud use.
  • Assisted customers with instructional support and product troubleshooting.
  • Opened service tickets for clients, documenting user information and description of problem.
  • Supported customers with password resets and account customization.
  • Created new accounts, reset passwords and configured access to servers and file management software for users.
  • Troubleshot daily IT desktop client issues, supporting multiple departments and various offices.
  • Assisted customers with various types of technical issues via email, live chat and telephone.
  • Managed user profiles, security access and shared file structures.
  • Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
  • Removed malware and viruses from laptops and desktop systems using specialized software.
01/2015 to Current Cloud Support Technician Tend | Washington, DC,
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Spanish Support/Translator for Spanish speaking clients
  • 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.
  • Assisted online users via live chat, web conference and phone to resolve issues related to software and system use and access.
  • Responded to support tickets within established timeframe to improve customer service.
  • Responded to many individual tickets every week to provide end-user support on systems and software.
  • Trained new employees on support processes, procedures and knowledge base.
  • Managed helpdesk vendors and software cycles.
  • Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
  • Worked with customer service supervisors to resolve customer concerns on daily basis.
  • Developed training materials
  • Developed daily, weekly and monthly reports on help desk team's productivity.
  • Fielded complaints and feedback from customers about service and employees.
  • Worked to resolve technical issues for global users
  • Served as level-three support escalation point
06/2011 to 01/2015 Dental Assistant Wendy's | Highland Park, MI,
  • Sanitized equipment, cleaned treatment rooms and restocked supplies after each patient's treatment to maintain cleanliness and prepare for next patient.
  • Spanish Support/Translator for Spanish speaking Patients
  • Gathered and reviewed patient records, data and health history to share with dentists for quick and accurate patient assessments, diagnoses and treatment.
  • Created dental x-rays using traditional and digital methods to help dentists detect tooth decay, cavities and other issues needing to be treated.
  • Took bitewing, periapical, panoramic and occlusal X-rays and prepared for dentists to review.
  • Laid out dental instruments and equipment before procedures.
  • Entered patient data into dental records system and observed confidentiality rules to maintain patient privacy.
  • Educated patients on techniques to optimize oral hygiene, control plaque and protect teeth and gums.
  • Prepared patients by explaining scheduled treatments and potential side effects.
  • Assisted dentist during examinations by retracting patient's cheeks and tongue.
  • Documented patient records with procedures performed and added notes taken to charts.
11/2007 to 06/2011 Shift Leader Southern States Cooperative, Inc. | Petersburg, WV,
  • Counted cash on hand at shift change and closing to determine shortages or overages and prepare bank deposit statements.
  • Delegated tasks to employees and monitored activities and task completion.
  • Positioned skilled staff in key areas throughout shift to optimize department productivity.
  • Assisted general manager with operations game plan and company initiatives implementation.
  • Checked orders for quality and completeness.
  • Handled escalated customer concerns and emergencies in absence of manager or supervisor.
  • Coordinated shift workers for inventory receiving, auditing and restocking.
  • Resolved customer complaints and reported issues to senior management.
  • Documented receipts, employee hours and inventory movement.
  • Counted inventory, resolved discrepancies and completed paperwork to keep system accurate and current.
  • Held performance reviews to identify and correct areas needing improvement.
01/2005 to 11/2007 Cashier Company Name | City, State,
  • Collected payments and provided accurate change.
  • Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
  • Helped customers find specific products, answered questions and offered product advice.
  • Worked closely with front-end staff to assist customers.
  • Accepted cash and credit card payments, issued receipts and provided change.
  • Trained new team members in cash register operation, stock procedures and customer services.
  • Operated cash register or POS system to receive payment by cash, check and credit card.
  • Discounted purchases by scanning and redeeming coupons.
  • Processed refunds for worn, damaged and broken merchandise.
Education and Training
Expected in 05/2016 to to Associate of Science | Liberal Arts And General Studies Queensborough Community College of The City University of New York, Oakland Gardens, NY GPA:
Expected in 06/2008 to to High School Diploma | Greater NY Academy, Woodside, NY, GPA:
Expected in to to Bachelor of Science | York College of The City University of New York, Jamaica, NY GPA:
Languages
English:
Full Professional
Negotiated:
Spanish:
Full Professional
Negotiated:

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Resume Overview

School Attended

  • Queensborough Community College of The City University of New York
  • Greater NY Academy
  • York College of The City University of New York

Job Titles Held:

  • Director of Hosted Desktop
  • Cloud Support Technician
  • Dental Assistant
  • Shift Leader
  • Cashier

Degrees

  • Associate of Science
  • High School Diploma
  • Bachelor of Science

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