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it technical support representative resume example with 9+ 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

Resourceful IT Specialist with exceptional insight and knowledge of networking and software troubleshooting. Offering four years of experience providing warm customer service and expert-level technical support to end-users within a professional demographic. Polished in customizing desktop applications, installing computer applications and peripherals and recording technical issues. Familiar with Windows, Linux and Mac OS environments.

Skills
  • Hardware diagnostics
  • Customer support needs assessment
  • Hardware and Peripherals
  • DHCP/DNS Ethernet and Firewall proficient
  • Application installations
  • Antivirus Software
  • Windows XP/Vista
  • Windows 10/8.1
  • Microsoft Office/Excel
  • Hardware upgrades
  • LAN/WAN
  • Technical Troubleshooting
  • Call center experience
  • Microsoft Office Specialist (MOS) Master
Experience
01/2017 to Current
IT Technical Support Representative Unitypoint Health Laurens, IA,
  • Gave hands-on support to end-users and educated staff on personalized support.
  • Troubleshot daily IT desktop client issues, supporting multiple departments and various offices.
  • Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
  • Assisted online users via live chat, web conference and phone to resolve issues related to software and system use and access.
  • Supported customers with online billing, access and account issues.
  • Responded to hundreds of individual tickets every week to provide end-user support on systems and software.
  • Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Delivered on-site technical support following software implementation and worked with managers to suggest product upgrades and changes.
  • Conferred with vendors to obtain replacement hardware or software and escalate more complex concerns.
  • Managed user profiles, security access and shared file structures.
  • Mentored other technologists and support professionals to provide professional development and skill enhancement.
  • Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
  • Configured new employee work stations, including all hardware, software and peripheral devices.
  • Assisted customers with various types of technical issues via email, live chat and telephone.
  • Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
  • Developed training materials, conducted webinars and authored wikis for user training and support use.
08/2014 to 01/2017
Prep Cook American Golf Corporation Chico, CA,
  • Dressed, seasoned and garnished appetizers and salads to prepare for food service.
  • Prepped vegetables and ingredients by washing, chopping and dicing.
  • Made all meals in accordance with company standards and requirements.
  • Maintained consistent quality and high accuracy when preparing identical dishes every day.
  • Modified standard recipes to account for ingredient issues or customer requests, including allergen concerns.
  • Adhered to all regulatory standards regarding safe and sanitary food prep.
  • Executed proper techniques when preparing menu item ingredients.
  • Precooked garnishes such as bacon pieces for later use to top off fresh dishes.
  • Offered support to other stations in high-volume shifts or as needed.
  • Grilled and deep fried various foods, including meats, potatoes and fish.
  • Rotated stock items and ingredients to maintain efficiency and freshness.
  • Offered support to other stations during high-volume shifts to maintain optimal coverage and meet customer needs.
  • Assisted with dining room tasks by removing soiled dishes during meal service and returning to kitchen for washing.
  • Assisted with training and development of new talent.
  • Operated grills and steamers to prepare vegetables, potatoes, rice and meats.
  • Kept stations stocked and ready for use to maximize productivity.
  • Maintained clean and orderly appearance throughout kitchen and dining area.
  • Cooked food following specific measurements and recipes.
  • Verified proper food preparation by regulating temperature of ovens, broilers, grills and roasters.
  • Identified machine malfunctions, leading to cost-saving repairs.
  • Organized and labeled stock of ingredients to maintain needed inventory levels.
07/2011 to 08/2014
Customer Service Representative J.F. Shea White Post, VA,
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Documented conversations with customers to track requests, problems and solutions.
  • Assessed customer needs and upsold products and services to maximize sales.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Fielded customer complaints and queries, fast-tracking them for problem resolution.
  • Escalated customer concerns, store issues and inventory requirements to supervisors.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Educated customers on special pricing opportunities and company offerings.
  • Reviewed account and service histories to identify trends and issues.
  • Created and implemented process improvements to reduce workloads and bolster callback efficiency.
  • Consulted with customers to determine best methods to resolve service and billing issues.
  • Set up and activated customer accounts to maintain QA satisfaction levels.
  • Delivered service and support to each customer, paving way for future business opportunities.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Education and Training
Expected in 12/2010
High School Diploma:
Central High School - Saint Joseph, MO,
GPA:
Expected in 12/2010
Associate of Science: Culinary Science
Prostart - Hagerstown, MD,
GPA:

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Resume Overview

School Attended

  • Central High School
  • Prostart

Job Titles Held:

  • IT Technical Support Representative
  • Prep Cook
  • Customer Service Representative

Degrees

  • High School Diploma
  • Associate of Science

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