Livecareer-Resume
JC
Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000, resumesample@example.com
Summary
Highly motivated Sales Associate with extensive customer service and sales experience. Outgoing sales professional with track record of driving increased sales, improving buying experience and elevating company profile with target market.
Skills
  • Technical issue analysis
  • Application support
  • Application installations
  • Troubleshooting and diagnostics
  • Computer maintenance
  • Customer support needs assessment
  • Technical Troubleshooting
  • Call Center Operations
  • Software upgrades
  • Equipment repair
  • Service desk support
  • Hardware diagnostics
  • Hardware upgrades
  • Active listening
  • Critical thinking
Experience
05/2005 to 05/2021 IT Specialist Anser | Honolulu, HI,
  • Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
  • 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.
  • Assisted in technical support process refinement to improve customer service and support.
  • Documented repair processes and helped streamline procedures for future technical support actions.
  • Removed malware and viruses from laptops and desktop systems using specialized software.
  • Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
  • Disassembled computer systems to troubleshoot and resolve hardware issues.
  • Configured new employee work stations consisting of hardware, software and peripheral devices.
  • Updated software versions with patches and new installations to close security loopholes and protect users.
  • Conferred with vendors to obtain replacement hardware or software and escalate more complex concerns.
  • Devised incisive workarounds and resolutions for IT-related problems.
  • Installed software updates and vulnerability patches on servers to prevent possible threats from penetrating networks.
  • Conducted routine maintenance on servers and systems, keeping networks fully operational during peak periods.
  • Upgraded laptops/desktops, improving speed and performance.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Supported employees with advanced troubleshooting on helpdesk tickets.
  • Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
  • Installed, configured and set up PCs in stores for optimal operation and reporting.
  • Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
  • Organized repair and replacement of PC components and systems.
  • Assisted end-users with software and hardware troubleshooting to determine causes of system malfunction.
  • Updated and reconfigured existing and new computers with current software and operating systems.
  • Maintained inventory of IT supplies by checking and documenting levels regularly.
  • Assisted online users via live chat, web conference and phone to resolve issues related to software and system use and access.
  • Backed up data each evening, helping alleviate lost information following malware incident.
  • Developed training materials, conducted webinars and authored wikis for user training and support use.
  • Served as level-three support escalation point for 3-member distributed support staff.
03/2002 to 05/2005 IT Technical Operations Lead Smith Wynn Consulting | City, STATE,
  • Kept hardware and software systems current with latest patches and current licenses.
  • Troubleshot daily IT desktop client issues, supporting multiple departments and various offices.
  • Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
  • Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
  • Conducted end-user training and provided technical support on hardware, software and network issues.
  • Checked servers, investigated problems and escalated concerns.
  • Provided technical and operational support for entire organization.
  • Managed user profiles, security access and shared file structures.
  • Updated hardware, software and security protections with latest standards.
  • Analyzed project requirements to find bugs and eliminate issues.
  • Provided onsite IT and AV technical support for numerous staff members.
10/1995 to 03/2002 Technical Supervisor for AV and PC Tech. Bench Best Buy | City, STATE,
  • Evaluated and reviewed staff performance.
  • Ordered supplies and managed inventory.
  • Determined proper allocation of resources to maximize work coverage and team effectiveness.
  • Resolved customer issues and provided creative solutions.
  • Developed strategies to align staff with corporate goals.
  • Generated reports outlining latest updates, results and proposed solutions.
  • Executed and implemented solutions on time and within budget constraints.
  • Trained end-users in best practices to minimize errors and protect key data.
  • Offered technical helpdesk support to customers on printers, PCs and laptops and mobile devices.
  • Interacted with client and interdepartmental staff to turn client requirements and transform into turnkey solutions.
  • Suggested product offerings and technology upgrades to customers to improve overall security.
Education and Training
Expected in 06/1997 Associate of Science | Architectural Engineering Pennsylvania Institute of Technology, Media, PA GPA:
Expected in 05/1998 Associate of Science | Mechanical Engineering Pennsylvania Institute of Technology, Media, PA GPA:

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Resume Overview

School Attended

  • Pennsylvania Institute of Technology
  • Pennsylvania Institute of Technology

Job Titles Held:

  • IT Specialist
  • IT Technical Operations Lead
  • Technical Supervisor for AV and PC Tech. Bench

Degrees

  • Associate of Science
  • Associate of Science

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