LiveCareer-Resume

it support specialist resume example with 13+ years of experience

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

Competent IT Support Specialist safeguards business continuity and productivity by supporting exceptional uptimes and consistent performance. Tirelessly tracks and resolves submitted tickets. Positively influences all technical operations by combining preventive maintenance with rapid response times.

In electrical I am multi qualified and can perform a wide range of services ranging from high voltage operations to light current current applications. Am also well versed with instruments .

Resourceful with years of experience expertly delivering crucial troubleshooting and technical issue resolution for improved organizational efficiency. Positive, end-user focus on documenting and fielding troublesome hardware and software service requests. Active support for tailored IT deployment and management needs. Seasoned professional at scanning for necessary organizational and regulatory compliance, security flaws and upgrade challenges.

Skills

IT

Office 365 and previous versions , Networking, windows server 2016 and previous versions

ELECTRICAL ENGINEERING ,

substation wiring , 132kv ,66 kv ,33kv . Electrical transmission (line construction) high, medium and low voltage . Class A industrial installation, Domestic installation.

Experience
IT Support Specialist, 03/2021 to Current
RidgelineIncline Village, NV,
  • Implemented system security and data assurance software.
  • Identified opportunities to upsell technical products and services, boosting revenues to existing accounts.
  • Drafted whitepapers, user manuals, implementation documentation and support base entries to reduce customer tickets and customer service expenses.
  • Worked with customer service supervisors to resolve customer concerns on daily basis.
  • Mentored other technologists and support professionals to provide professional development and skill enhancement.
  • Maintained helpdesk and maintenance activities between customer calls and vendor interactions.
  • Utilized automated systems to manage and track customer inquiries through to completion.
  • Aided in development of customer acclimation plans for helping clients adjust to implementation of new products.
  • Managed customer system updates, informing clients of installation progress stages.
  • Documented customer complaints and inquiries for use in technical documentation and bug tracking.
  • Input customer service orders and tracked orders through to completion.
  • Informed senior leadership of product development issues discovered via technical support calls with customers.
  • Supported customers with online billing, access and account issues.
  • Assisted customers with various types of technical issues via email, live chat and telephone.
  • Developed self-help tools, user assistance documents and training initiatives to execute overall business technology plans.
Technical Manager, 07/2013 to 12/2019
AtccManassas, VA,
  • Compiled data and turned it into in-depth, easy-to-understand spreadsheets and reports for review by management team.
  • Oversaw development, integration and management of application interoperability, coordinating accompanying updates and test cases.
  • Reviewed and evaluated outsourcing proposals to and provided cost/benefit analysis.
  • Delivered exemplary customer service, prompting positive interactions.
  • Provided mentoring, training and leadership for all IT department members.
  • Supervised implementation project designed to improve system productivity.
  • Delivered exemplary mentoring and training to project teams, which included task delegation and performance evaluation to determine project pace and goal achievement.
  • Identified resources needed to complete tasks, resolved issues with personnel and maintained deliverable estimates.
  • Coordinated tasks with business and technology units to keep deliveries and milestones on schedule.
  • Liaised with clientele to ascertain project requirements and communicated with appropriate personnel to handle project planning and scheduling.
  • Recruited and developed new IT department team members.
Site Engineer, 01/2007 to 06/2013
PrometricLowell, MA,
  • Resolved unexpected technical difficulties and communicated solutions with clients and representatives.
  • Conducted monthly progress meetings to inform senior leadership and stakeholders of project advancements.
  • Resolved conflicts between internal and external workers and between multiple third-party contractors and vendors.
  • Monitored third-party contractor progress to maintain project continuity and support timely project completion.
  • Procured and oversaw construction materials for projects.
  • Crafted and implemented improved database tools to estimate project scopes and costs.
Education and Training
MBA: Management Information Science , Expected in 10/2017 to Kenyatta University - Nairobi , Kenya
GPA:
Bachelor of Science: Computer Science, Expected in 10/2012 to Catholic University of Eastern Africa - Nairobi , Kenya
GPA:
Associate of Science: Electrical Engineering/ Electronics Option, Expected in 11/2005 to Railway Training Institute - Nairobi , Kenya
GPA:
High School Diploma: , Expected in 11/2001 to Muhoho High School - Nairobi , Kenya
GPA:

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Resume Overview

School Attended

  • Kenyatta University
  • Catholic University of Eastern Africa
  • Railway Training Institute
  • Muhoho High School

Job Titles Held:

  • IT Support Specialist
  • Technical Manager
  • Site Engineer

Degrees

  • MBA
  • Bachelor of Science
  • Associate of Science
  • High School Diploma

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