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home security support specialist resume example with 5+ years of experience

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

Friendly Technical Support Representative keen to help customers maximize product impact and usability. Amiably replies to all customer queries and consistently resolves client issues. Committed to improving user satisfaction numbers and supporting return patronage across all supported products.

Skills
  • Problem Identification
  • Time Management
  • Client Education
  • [Type] Debugging
  • Hardware Diagnostics
  • Technical Troubleshooting
  • Call Center Operations
  • Customer Support Needs Assessment
  • Customer Service
  • Troubleshooting Network Issues
  • Hardware and Software Repair
  • Customer Service Support
  • Attention to Detail
  • Issue and Resolution Tracking
  • Collaborative Team Player
  • Resolving Problems and Incidents
  • Multitasking and Prioritization
Experience
02/2016 to 06/2017 Home Security Support Specialist Beacon Roofing Supply, Inc. | Baton Rouge, LA,
  • Tested equipment, connections and signals to verify security system functionality.
  • Delivered exceptional level of service to each customer by listening to concerns and answering questions.
  • Answered [Number] calls per shift to assist with customer questions and concerns.
  • Instructed customers on device's proper use and maintenance to extend life of equipment.
  • Provided effective demonstrations of alarm systems so that customers understood how to use each feature.
  • Understood and followed oral and written directions.
  • Assisted with customer requests and answered questions to improve satisfaction.
06/2014 to 06/2017 Wireless Support/Technician Support.Com Inc. | City, STATE,
  • Provided real-time support to everyday users of Comcast wireless products and services.
  • Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
  • Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
  • Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.
  • Provided real-time support to everyday users of [Product or Service].
  • Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
  • Assisted customers with various types of technical issues via email, live chat and telephone.
  • Maintained records, logs and lifecycle documentation of work requests.
  • Researched issues on various computer systems and databases to determine resolutions to problems and answer inquiries.
  • Identified opportunities to upsell technical products and services, boosting revenues to existing accounts.
  • Supported customers with online billing, access and account issues.
06/2013 to 05/2014 IT Support Specialist MD Office Solutions | City, STATE,
  • Oversaw equipment and system operations, surveying for potential security vulnerabilities and upgrade needs.
  • Maintained working knowledge of current hardware and equipment by completing required training and reading applicable literature.
  • Monitored IT use to maintain compliance with established processes, policies and guidelines.
  • Adhered to internal IT policies on user credentialing to support access management of digital assets.
  • Tackled troubleshooting and problem resolution to support end-user technical issues.
  • Installed and supported desktop software titles and add-ons.
  • Reviewed requests for service to resolve IT difficulties, documenting and fielding tickets to improve problem resolution.
  • Identified problems in printers, scanners and networking hardware, applying required fixes or escalating issues.
  • Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
  • Served as first point of contact for incoming technical service calls and emails.
  • Developed and maintained strong relations with customers to meet quality expectations.
  • Documented customer complaints and inquiries for use in technical documentation and bug tracking.
  • Assisted customers with various types of technical issues via email, live chat and telephone.
  • Used remote login tools to assist clients with technical and product questions.
  • Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
09/2011 to 06/2013 IT Technician/Lab Technician Keystone Nano Inc. | City, STATE,
  • Performed troubleshooting on networking and connectivity issues to restore connections and network access.
  • Conducted routine maintenance on servers and systems, keeping networks fully operational during peak periods.
  • Updated software versions with patches and new installations to close security loopholes and protect users.
  • Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.
  • Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
  • Disassembled computer systems to troubleshoot and resolve hardware issues.
  • Configured computers to network drivers and connected to printers and other peripheral equipment.
  • Installed appropriate security patches to eliminate security vulnerabilities.
  • Performed daily housekeeping tasks driving efficient laboratory operations.
  • Prepared lab for daily operations by stocking materials and equipment.
  • Disposed of laboratory materials and samples using well established guidelines and instructions.
  • Managed laboratory supplies and equipment, providing maximum output to meet data deadlines.
Education and Training
Expected in 06/2013 to to Associate of Science | Information Technology South Hills School of Business And Technology - State College, State College, PA GPA:

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Resume Overview

School Attended

  • South Hills School of Business And Technology - State College

Job Titles Held:

  • Home Security Support Specialist
  • Wireless Support/Technician
  • IT Support Specialist
  • IT Technician/Lab Technician

Degrees

  • Associate of Science

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