Technical Support Representative with 3 years in both technical repair and customer support roles. Skilled in effectively identifying problems using advanced troubleshooting skills acquired in classes leading to CompTIA A+ certification. Deep understanding of electronics and computer systems from Gannon University's Electrical/Computer Engineering program.
Reduced average repair turn time by personally addressing larger quantities of complicated hardware repairs on site.
Reduced technical escalations to management by becoming proficient in using and troubleshooting Mac OS X.
Displayed courtesy and strong interpersonal skills with all client interactions. Provided clients with technical support, repair tracking, and help understanding services, responding to an average of 40 calls per day. Was responsible for software and hardware repair/diagnosis of up to 35 unique client units at peak. Securely and efficiently back up client data and perform data restoration onto repaired units. Researched and handled any client inquiry regardless of experience in the field in question. Worked with a team to accomplish goals of reducing turn time, call length and increasing overall client satisfaction.
Scheduled and directed staff in daily work assignments to maximize productivity. Fairly counseled and disciplined staff when necessary to ensure a cooperative and friendly work environment. Continually monitored restaurant and took appropriate action to ensure food quality and service standards were consistently met. Developed and maintained exceptional customer service standards. Regularly updated computer systems with new pricing and daily food specials.
Coursework in Low Level Software Engineering and Hardware Systems.
Coursework in Leadership/Management, Physical Fitness, Personal Accountability and other broad topics.
Coursework in Hardware Repair & Troubleshooting, Virus Removal, Operating System Repair, and Basic Networking and Server Technologies.
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