LiveCareer-Resume

it technician resume example with 4 years of experience

Jessica
Claire
resumesample@example.com
(555) 432-1000,
, , 100 Montgomery St. 10th Floor
:
Summary

I am a Technical Support Representative keen to help customers maximize product impact and usability. Amiably replies to all customer queries and consistently resolves client issues. Committed to improving user satisfaction numbers and supporting return patronage across all supported products.

Skills
  • Interpersonal Skills
  • MS Office Proficiency
  • Collaborative Team Player
  • Customer Service Support
  • Linux Programming and Administration
  • Organizational Skills
  • Attention to Detail
  • Call Center Operations
  • System Performance Assessments
  • Error Detection
  • Hardware and Software Repair
  • Apple Certified Support Professional (ACSP)
  • Software Evaluation
  • Multitasking and Prioritization
  • Technical Troubleshooting
  • Verbal and Written Communication
  • Analytical and Methodical
  • Bilingual Spanish and English
  • Application Installations
Education and Training
Long Island Business Institute - Flushing Flushing, NY Expected in 05/2015 Bachelor of Science : Computer And Information Systems Security - GPA :
Dewitt Clinton High School Bronx, NY Expected in 06/2008 High School Diploma : - GPA :
Experience
Globus Medical Inc. - IT Technician
Denver, CO, 06/2022 - Current
  • Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
  • Oversaw daily performance of computer systems.
  • Received inbound phone calls from customers to provide first-level support and remotely troubleshoot issues with service, equipment or customer accounts.
  • Documented and updated case notes for each customer and work order.
  • Monitored service orders to completion and closed service tickets.
  • Notified internal and external customers of impending changes and agreed outages to prevent unexpected service disruptions.
  • Performed troubleshooting on networking and connectivity issues to restore connections and network access.
  • Monitored ongoing service requests to verify timely and satisfactory completion, supporting exceptional satisfaction ratings.
U-Haul - Technical Support Representative
Scottsdale, AZ, 03/2021 - 04/2022
  • Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
  • Assisted customers with various types of technical issues via email, live chat and telephone.
  • Increased technical knowledge by reading trade publications, operating manuals and diagnostics information.
  • Identified opportunities to upsell technical products and services, boosting revenues to existing accounts.
  • Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
  • Demonstrated advanced product knowledge to solve customer issues.
  • Documented customer complaints and inquiries for use in technical documentation and bug tracking.
  • Handled customer service issues by providing guidance or escalating for advanced support.
  • Assisted customer in understanding products, components and systems using technical demonstration.
  • Managed customer system updates, informing clients of installation progress stages.
  • Stayed abreast of latest software developments to enhance job knowledge.
  • Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction while reducing costs.
  • Collaborated with technical staff to establish goals and objectives for system improvements and upgrades.
  • Maintained up-to-date case documentation for future reference.
  • Supported customers with online billing, access and account issues.
  • Input customer service orders and tracked orders through to completion.
  • Served as first point of contact for incoming technical service calls and emails.
  • Used remote login tools to assist clients with technical and product questions.
Alchemy Systems - Technical Specialist
Spring, TX, 02/2019 - 03/2021
  • Troubleshot malfunctions and diagnosed issues for equipment and components.
  • Established machine security protocols and set up user accounts.
  • Managed computer hardware and software by installing new components and updating existing parts.
  • Suggested product offerings and technology upgrades to customers to improve overall security.
  • Trained end-users in best practices to minimize errors and protect key data.
  • Troubleshot and resolved problems with programs and systems.
  • Built and cultivated strong network of lucrative clients.
  • Integrated new technologies to meet area requirements.
  • Maximized information sharing by optimizing interface linking to different computer systems.
  • Observed staff to study daily tasks regarding information processing and performance to better understand business system needs.
  • Troubleshot malfunctions with systems and programs to pinpoint root cause of issues and restore.
The Realreal, Inc. - Retail Sales Specialist
Walnut Creek, CA, 10/2018 - 02/2019
  • Greeted guests promptly with positive attitude and asked open-ended questions to better understand shopping needs.
  • Offered to help locate items and suggested merchandise
  • Maintained current store, product and promotional knowledge to drive consistent sales.
  • Engaged positively with each customer, providing professional and polite support for sales and service needs.
  • Arranged merchandise for display to highlight new styles, attract customers and enhance sales.
  • Calculated pricing, applied discounts and collected payments to process transactions.
  • Implemented ongoing staff development to help employees achieve better growth potential.
  • Processed merchandise returns and exchanges for customers to refund payments, trade items and offer store credit.
  • Applied strong problem-solving and interpersonal skills to resolve conflicts.
  • Received and processed cash and credit payments for in-store purchases.
  • Provided in-depth information on product features so customers could make educated buying decisions.

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Resume Overview

School Attended

  • Long Island Business Institute - Flushing
  • Dewitt Clinton High School

Job Titles Held:

  • IT Technician
  • Technical Support Representative
  • Technical Specialist
  • Retail Sales Specialist

Degrees

  • Bachelor of Science
  • High School Diploma

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