LiveCareer-Resume

internet technician resume example with 7 years of experience

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

Successful at completing new installations, updates and configuration of network components. Experienced in setting up devices, troubleshooting issues and optimizing settings. Knowledgeable about maintaining current software and hardware to meet user needs. Hardworking and passionate job seeker with strong organizational skills eager to secure a technical position. Ready to help team achieve company goals. Experienced in the information technology world with over 8 years of experience in anything help desk related. Excellent reputation for resolving problems and improving customer satisfaction.

Skills
  • Technical Documentation
  • Switches and Routers
  • POS Systems
  • Program Modification
  • User Feedback
  • Wireless Access Point
  • Server Problem Identification
  • Network Technology
  • Customer Satisfaction
  • Organization and Time Management
  • Computer Configurations
  • System Start-Ups and Shutdowns
  • Remote Programming
  • Functionality Testing
  • Program Updates
  • Strong Communication and Interpersonal Skills
  • Hardware Installation
  • Work Orders
  • Website Updates
  • User Experience
  • Service Requests
  • Bug Fixes
  • Client Support
  • Company Standards
  • Data Connectivity
  • Production Work
  • Hardware Troubleshooting
Work History
07/2017 to 09/2022 Internet Technician R/Ga | Los Angeles, CA,

Troubleshooting slow DSL speeds, identifying outages and property reporting them, walking customers through configuring modems, dispatching if problems are unable to be fixed virtually for phone service or internet issues.

  • Reviewed user feedback and customer support tickets to identify pain points within public user base.
  • Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
  • Set up hardware and software in optimal configurations to meet network performance requirements.
  • Monitored network hardware operations to evaluate proper configuration.
  • Diagnosed and executed resolution for network and server issues.
  • Designed and evaluated WAN and LAN connectivity technologies.
  • Provided faculty and staff with security software and network configuration support.
01/2019 to 01/2020 Producer Asrc Federal Holding Company | Edwards Air Force Base, CA,

Meet with business owners to potentially add supplemental insurance benefits to their employees.

11/2015 to 10/2016 First Party Recovery Specialist/Billing Specialist Alorica | City, STATE,
  • Performed skip tracing on all past due accounts to locate responsible individuals.
  • Maintained equipment and facilities in optimal condition to support optimal launch and recovery operations.
  • Set up drafts and processed immediate payments after conducting thorough research and analysis of account.
  • Monitored accounts for compliance with established payment plans and flagged non-compliances.
  • Collected payments by phone, set up wire transfers and initiated immediate plans for repayment.
  • Trained new team members on scripts, company services and collection strategies.
  • Used scripted conversation prompts to convey current account information and obtain payments.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Upheld strict safety standards and achieved challenging schedule targets with smooth oversight of daily launches and landings.
  • Handled estimated 50 inbound and outbound calls daily, remaining highly focused on securing required funds.
08/2014 to 07/2015 Help Desk Analyst CoSentry | City, STATE,
  • Documented transactions and support interactions in system for future reference and addition to knowledge base.
  • Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
  • Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
  • Installed, modified and repaired software and hardware to resolve technical issues.
  • Used ticketing systems to manage and process support actions and requests.
  • Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Identified and solved technical issues using variety of diagnostic tools and tactics.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Managed customers' expectations of support and technology functionality in order to provide positive user experience.
  • Performed tests of functionality, security and performance of different workstations and devices.
  • Conducted in-depth product and issue resolution research to address customer concerns.
  • Activated accounts for clients interested in new services.
  • Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
  • Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
  • Trained and supported end-users with software, hardware and network standards and use processes.
  • Compiled and accurately entered data for each customer encounter to record in system.
  • Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
  • Maximized use of hardware and software by training users and interpreting instructions.
  • Coached and trained end-users on functions, features and basic troubleshooting of software such modem and routers.
  • Logged support tickets and closed when issues were resolved.
  • Provided customer support and technical support to 40-50 customers daily.
  • Identified potential sales and cross-selling opportunities in course of delivery of support services.
  • Prepared references for users by writing clear operating instructions.
  • Trained end-users on modem functionality and on use, functionality and application to business problems.
  • Answered 50 plus incoming calls from residential and small business customers on Internet issues and residential line issues.
  • Resolved technical issues by troubleshooting.
Education
Expected in to to GED | Metropolitan Community College, Omaha, NE GPA:
Languages
Spanish:
Native or Bilingual
Negotiated:

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Resume Overview

School Attended

  • Metropolitan Community College

Job Titles Held:

  • Internet Technician
  • Producer
  • First Party Recovery Specialist/Billing Specialist
  • Help Desk Analyst

Degrees

  • GED

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