knowledge technician resume example with 8 years of experience

(555) 432-1000,
, , 100 Montgomery St. 10th Floor

Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

  • Attention to Detail
  • Troubleshooting and Diagnosis
  • Preventative Maintenance
  • Complex Repairs
  • Customer Service
  • Problem-Solving
  • Work Planning and Prioritization
  • Verbal and Written Communication
  • Documentation and Reporting
  • Works Well Under Pressure
  • Equipment Maintenance
  • Issue Resolution
  • System Tests
  • Customer Interaction
  • Document Preparation
  • Multitasking and Organization
  • Help Desk Support
  • Customer Service Support
  • Technical Troubleshooting
  • Issue and Resolution Tracking
  • Multitasking and Prioritization
  • Computer Diagnostics
  • Organizational Skills
  • Tracking and Documentation
  • Hardware and Software Repair
  • Troubleshooting Network Issues
Education and Training
University of Maryland Global Campus College Park, MD, Expected in 07/2024 Bachelor of Science : Information Systems - GPA :
Anne Arundel Community College Arnold, MD Expected in 09/2019 Associate of Applied Science : Information Systems - GPA :
Northeast Senior High School Pasadena, MD Expected in 06/2015 High School Diploma : - GPA :
  • CompTIA Security + Certification Achieved July 2021 Exam 501
Criterion Systems - Knowledge Technician
Las Vegas, NV, 03/2022 - Current
  • Conceive, write, edit and proofread product and project communications including end-user communications, marketing releases and stories, technical and instructional documents, digital and website content, presentations, other communications related to integrated strategic communication plans
  • Communicate with document authors during the writing and editing process and work with technical staff to research and review documentation
  • Advance communication processes, guidelines and standard procedures including document management, review and approval processes and quality control
  • Create technical instructional documents in a clear and concise manner
  • Assist Knowledge Base Coordinator in reviewing and updating technical documentation used by Service Desk Operators
  • Review and upload knowledge base articles to Service Central Learn and utilize Service Central to track knowledge base performance, trends, and reporting
  • Develop documentation for review and approval by technical specialists and management ensuring that final documents meet applicable contract requirements and government regulations
  • Ensure documents meet editorial and government specifications and adhere to standards for quality, graphics, coverage, format and style including 508 compliance
  • Surge into Tier 1 help desk as needed by management
Bank Of America Corporation - Helpdesk Technician
Vernon Hills, IL, 08/2020 - 03/2022
  • Installs, modifies, and repairs computer hardware and software using remote access tools
  • Provides end-user software and hardware troubleshooting
  • Applies basic diagnostic techniques to identify problems, investigate causes, and recommend solutions
  • Administers e-mail, Microsoft office, etc
  • Provides remote support access through desktop mirroring and other remote access applications for worldwide sites
  • Identify, investigate, resolve, and follow-up problems brought to the helpdesk by users of cloud infrastructure
  • Maintains current knowledge of relevant technology as assigned
  • May coach and provide guidance to less-experienced professionals
Cityblock - Correspondence Manager
Bristol, CT, 11/2019 - 08/2020
  • Managed MVA's incoming and outgoing correspondence for the Administrator and the Governor of Maryland
  • Created MVA's correspondence database
  • Created all responses to incoming correspondence
  • Coordinated with the chain of command including the Director of OPR, Chief of Staff, and the administrator
  • Managed 4 employees including approving timesheets, and daily tasks
Genuine Parts Company - PIA Coordinator
Dallas, TX, 08/2018 - 11/2019
  • Managed all incoming PIA requests to the Secretary of transportation
  • Followed polices involving the PIA process which included writing letters to the requester for the PIA manager to handle
  • Assisted in the management of the PIA database, calculating the estimated cost and final cost per request.
Maryland Department Of Transportation - Executive Assistant
City, STATE, 12/2017 - 08/2018
  • Directly assisted the deputy secretaries of transportation in scheduling, conferences, and daily tasks
  • Handling confidential information, managing 2 calendars, organizing all meetings and conferences needed
  • Communication skills with higher authority
Maryland Department Of Transportation - Secretary's Correspondence Manager
City, STATE, 05/2017 - 12/2017
  • Managed all correspondence HQs for all incoming and outgoing correspondence for the Secretary of Transportation as well as the Governor of Maryland
  • Managed an entire correspondence database, oversaw 7 other sub-agencies, created reports based on what was expected of the Secretary and Governor
Maryland Department Of Transportation - Office Clerk
City, STATE, 05/2016 - 05/2017
  • Assisted the correspondence manager for HQs for all incoming and outgoing correspondence for the Secretary of Transportation as well as the Governor of Maryland
  • Learned correspondence database front line and back line, basic letter format and grammar
  • Point of Sales
Kohl's Department Store - Point of Sale Associate
City, STATE, 03/2015 - 07/2016
  • Engage and connect with customers by providing excellent customer service through their hospitality mentality approach
  • Offer information to the customer on current merchandise assortment, store promotions and events, and execute operational processes effectively and efficiently to drive sales
  • Support Sales, Hospitality, Operations, People and Conversion through our Shop C3 Program
  • Drive sales by providing an inspiring environment that motivates customers to add to their basket
  • Build trust to solve the customer shopping needs

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Resume Overview

School Attended

  • University of Maryland Global Campus
  • Anne Arundel Community College
  • Northeast Senior High School

Job Titles Held:

  • Knowledge Technician
  • Helpdesk Technician
  • Correspondence Manager
  • PIA Coordinator
  • Executive Assistant
  • Secretary's Correspondence Manager
  • Office Clerk
  • Point of Sale Associate


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

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