it field technician resume example with 5+ years of experience

Jessica Claire
, , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - - : - -

Motivated Information Technology (Software Development) student seeking entry-level employment in IT to gain hands-on experience. Outgoing, humble, and friendly with strong drive to succeed and a strong desire to learn.

  • Issue and Resolution Tracking
  • Defect Analysis and Resolution
  • Hardware and Software Repair
  • Error Detection
  • Software Evaluation
  • Computer Diagnostics
  • Troubleshooting Network Issues
05/2022 to Current
IT Field Technician Humana Inc. Sarasota, FL,
  • Maintained positive working relationship with fellow staff and management.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Read technical manuals, conferred with users or conducted computer diagnostics to investigate and resolve problems.
  • Performed variety of clerical and administrative duties pertaining to on-site support.
  • Supervised and directed workers engaged in installation of data communication equipment and software.
  • Developed training materials and procedures or trained users in proper use of hardware or software.
  • Modified and customized commercial programs for internal needs.
  • Set up equipment for employee use, performing or properly installing cables, operating systems or software.
  • Entered commands and observed system functioning to verify correct operations and detect errors.
  • Evaluated software or hardware to recommend improvements or upgrades.
  • Installed and performed minor repairs to hardware, software or peripheral equipment.
  • Conducted workflow analysis, space design or cost comparison analysis.
  • Oversaw daily performance of computer systems.
  • Maintained records of data communication transactions, problems and remedial actions or installation activities.
  • Conferred with staff, users and management to establish requirements for new systems or modifications.
  • Maintained audit trail and statistical records of problems and conditions reported by client.
  • Read technical manuals or attended conferences and seminars to maintain knowledge of hardware and software.
  • Answered user inquiries to resolve computer software or hardware operation problems.
  • Inspected equipment and read order sheets to prepare for delivery to users.
  • Referred major hardware or software problems or defective products to vendors or technicians for service.
  • Collected, analyzed and reported on data for use in operational planning.

  • 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.
  • Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
  • Acted as single point of contact for customers during technical faults and security-related events.
  • Coordinated ticket fulfillment among multiple technicians and teams to reduce redundancy and accelerate response times.
  • Monitored ongoing service requests to verify timely and satisfactory completion, supporting exceptional satisfaction ratings.
  • Disassembled computer systems to troubleshoot and resolve hardware issues.
  • Documented repair processes and helped streamline procedures for future technical support actions.
06/2019 to Current
Warehouse Package Handler Central Lakes College Owatonna, MN,
  • Operated forklifts and pallet jacks to move, pick up or store products.
  • Assisted in loading delivery trucks with prepared packages.
  • Loaded completed orders on pallets according to delivery numbers.
  • Protected company inventory by maintaining and organizing storage areas.
  • Braced, padded and supported shipments to prevent shifting and damage.
  • Palletized boxes to streamline movement and shipment.
  • Tracked parcel movement using hand-held scanners and daily production sheets to keep records accurate.
  • Resolved conveyor system issues by clearing jams and blockages.
  • Alerted purchasing team of shortages or damaged goods identified when unloading trucks.
  • Coordinated shipments of local, regional, national and global nature.
  • Used scanners to track parcel information, condition or receipt.
  • Followed customer instructions about placement of items and special considerations for handling.
  • Examined incoming and outgoing shipments, rejected damaged items and appropriately recorded discrepancies.
  • Juggled shift duties, prioritizing immediate tasks to streamline operations.
  • Exceeded specific team goal by partnering with staff to share and implement best practices.
  • Reported to Sort Manager, providing updates on anticipated task completion times to maintain timeline accountability.
01/2017 to 06/2019
Customer Service Lead Zetec Snoqualmie, WA,
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Handled cash and credit card payments and returned receipts, change and payment cards to customers.
  • Coached, monitored and motivated new agents to boost performance and enhance job knowledge.
  • Trained new team members on proper service methods and evaluated service delivery using quality assurance program.
  • Utilized active listening skills and asked open-ended questions to ascertain customer call needs.
  • Implemented company processes to effectively resolve customer service issues.
  • Volunteered to handle complaints and issues for manager during busy time periods.
  • Escalated issues to correct individuals when typical procedures did not achieve resolution.
  • Assisted operators with handling calls and took over escalated concerns to deliver expert solutions.
  • Consulted with customers regarding needs and addressed concerns.
  • Operated cash register, collected payments, and provided accurate change.
  • Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
  • Wiped down counters and conveyor belt to remove debris and maintain cleanliness.
  • Helped customers find specific products, answered questions and offered product advice.
  • Worked closely with front-end staff to assist customers.
  • Processed sales transactions to prevent long customer wait times.
  • Accepted cash and credit card payments, issued receipts and provided change.
  • Trained new team members in cash register operation, stock procedures and customer services.
  • Met high productivity standards in processing payments for customers.
  • Wrapped items and bagged purchases properly to prevent merchandise breakage.
  • Helped with purchases, locating items and signing up for rewards programs.
  • Maximized sales potential by preparing, storing, rotating and merchandising products at point-of-sale.
  • Learned roles of other departments to provide coverage and keep store operational.
  • Scanned customer purchases and supported transactions to streamline sales process.
  • Inventoried stock and placed new orders to keep supplies within optimal levels for expected demands.
  • Inspected items for damage and obtained replacements for customers.
  • Verified customer identification for alcohol or tobacco purchases.
  • Answered customer quests, provided store information and escorted to desired store areas.
  • Received payments for products and issued receipts.
  • Resolved customer complaints and escalated worsening concerns for remediation.
  • Assisted customers with account updates, new service additions and promotional offers.
  • Oversaw work of cashiers to identify strengths and weaknesses in customer service, payment processing or merchandising plans and maximize performance.
  • Increased sales by suggesting specific complementary items to customers.
Education and Training
Expected in 05/2022 to to
Associate of Applied Science: Information Technology - Software Development
Central Piedmont Community College - Charlotte, NC

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Resume Overview

School Attended

  • Central Piedmont Community College

Job Titles Held:

  • IT Field Technician
  • Warehouse Package Handler
  • Customer Service Lead


  • Associate of Applied Science

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