it support specialist resume example with 8+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
  • :
Professional Summary

Detail-oriented IT System Support Specialist with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge.

  • A+ Certification
  • Remote Technical Support
  • Software Evaluation
  • Help Desk Support
  • Technical Troubleshooting
  • Training Materials Development
  • Friendly and Patient
  • Interpersonal Skills
  • Organizational Skills
  • Analytical and Methodical
  • Hardware and Software ReClaire
  • Customer Service Support
  • Active Listening
  • Multitasking and Prioritization
  • System Performance Assessment
  • Microsoft Windows and Office
  • Resolving Problems and Incidents
  • Collaborative Team Player
  • Troubleshooting Network Issues
  • Computer Diagnostics
  • Account Administration
  • Problem Solving
  • System Configuration
  • Creative Issue Resolution
  • Employee Computer Support
  • Hardware and Software Configuration
  • Component Replacement
  • Device Installation
Work History
IT Support Specialist, 01/2019 - Current
Outreach Boston, MA,
  • Daily responsibilities included the use of Connectwise Control, Connectwise Automate, and Ranger MSP.
  • Offered new customers training to reduce frustration and improve customer satisfaction.
  • Created help desk tickets, troubleshot and resolved desktop issues.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
  • Answered questions and provided information to customers about new software or hardware.
  • Managed backup and recovery of valuable data assets to safeguard availability and comply with applicable regulations.
  • Updated and modified software to maintain required performance metrics and safeguard against security flaws.
  • Provided technical support to [Type] clients.
  • Maintained and operated AV equipment for use during internal presentations and client-facing events.
  • Responded to faults in both LAN and WAN networks to rapidly restore connectivity and prevent unnecessary downtimes.
  • Determined hardware and network system issues using proactive troubleshooting techniques.
  • Activated accounts for clients interested in new services.
  • Monitored systems in operation and input commands to troubleshoot areas.
  • Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Conducted in-depth product and issue resolution research to address customer concerns.
Customer Service Representative, 07/2015 - 01/2019
Agilent Technologies, Inc. Houston, TX,
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Developed community reputation through commitment to customer satisfaction and strong client relationships.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Cultivated customer loyalty, promoted repeat customers and improved sales.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Recommended products to customers, thoroughly explaining details.
  • Consulted with outside parties to resolve discrepancies and create effective solutions.
  • Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
  • Leveraged sales expertise to promote products and capitalized on upsell opportunities.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Communicated with vendors regarding backorder availability, future inventory and special orders.
  • Answered constant flow of customer calls with minimal wait times.
  • Responded to customer requests for products, services and company information.
Delivery Driver, 01/2013 - 06/2015
Hillyard Sacramento, CA,
  • Completed on-time deliveries by choosing best and most efficient routes.
  • Oversaw product loading to keep items balanced, work efficient and items secure for safe delivery.
  • Communicated customer complaints, requests and feedback to company management for swift resolution.
  • Operated vehicle safely in highly congested areas with no traffic violations.
  • Delivered packages to customer doorsteps and business offices.
Associate of Science: Computer Science, Expected in
Enterprise State Community College - Enterprise, AL,
Status -

CompTIA A+ Certified


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Resume Overview

School Attended

  • Enterprise State Community College

Job Titles Held:

  • IT Support Specialist
  • Customer Service Representative
  • Delivery Driver


  • Associate of Science

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