LiveCareer-Resume

lead technician resume example with 6+ years of experience

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Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000, resumesample@example.com
Professional Profile
Technical support professional with extensive IT and Customer Service background. Critical thinker who addresses customer support issues quickly and who consistently exceeds performance standards.
Qualifications
  • Technical help desk experience
  • Programming and design skills
  • Microsoft Office expert
  • Technical help desk experience
  • Exceptional telephone etiquette
  • Patient and diligent
  • Conflict resolution techniques
  • Marketing savvy
Relevant Experience
  • Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed. 
  • Collaborated with marketing and business development groups for collateral needs by creating page layout designs for flyers, data sheets, CD covers and other printed materials.
  • Developed and communicated Web site usage, security policies and standards to all users.
  • Established policies and procedures for publishing Web pages and applications in conjunction with content creators and sales staff.
  • Created accent graphics, banner ads, icons, animations and logos using Photoshop and Illustrator.
Experience
07/2015 to 05/2016 Lead Technician National Express Corporation | Durham, NC,
  • Created new account, reset passwords and configured access for users.
  • Troubleshot hardware issues and worked with service providers to facilitate repairs.
  • Provided base level IT support to company personnel.
  • Trained new employees and explained protocols clearly and efficiently.
  • Updated and managed existing website properties for a Auto Dealership.
  • Worked closely with product managers, visual designers and development team to appropriately evolve designs from concept to launch.
  • Answered user inquiries regarding computer software and hardware operation.
  • Set up equipment for employee use.
  • Evaluated and managed new strategic business opportunities.
07/2012 to 07/2015 Auto Claim Processor State Farm Mutual Insurance Company | City, STATE,
  • Provided base level IT support to company personnel.Created end-user self-service tools and documentation.Trained new employees and explained protocols clearly and efficiently.
  • Facilitated information flow between customer service, account management operations, quality assurance, training and payroll departments to guarantee call center objectives were met.
  • Led the selection and implementation of a new phone system.
  • Built customer loyalty by placing follow-up calls for customers who reported product issues.
  • Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
  • Obtained relevant evidence and information regarding suspicious claims.
  • Conducted interviews, gathered detailed information and completed field investigations.
  • Recommended settlement offers and negotiated payment arrangements.
  • Drafted statement of loss to summarize damages, payments and underlying policy coverage.
04/2011 to 11/2011 Data Analyst Assistant Indiana University Purdue University Indianapolis | City, STATE,
  • Identified business requirements and devised implementation strategies to solve the business problems.
  • Prepared data examples, runs and views for client meetings.
  • Collaborated cross-functionally with business analysts, developers and testers to explain new process transformations.
  • Developed SQL queries to obtain complex data from tables in remote databases.
07/2009 to 04/2011 University Information Technology Services Consultant Indiana University Purdue University Indianapolis | City, STATE,
  • Provided base level IT support to company personnel.
  • Resolved customer complaints and concerns with strong verbal and negotiation skills.
  • Displayed courtesy and strong interpersonal skills with all customer interactions.
  • Trained new employees and explained protocols clearly and efficiently.
  • Researched issues on various computer systems and databases to resolve complaints and answer inquiries.
  • Informed customers about issue resolution progress.
  • Provided thorough support and problem resolution for customers.
  • Assisted customers with technical issues via email, live chat and telephone.
  • Maintained a calm, professional demeanor when faced with high demand, high volume workloads.
  • Troubleshot hardware issues and worked with service providers to facilitate repairs.
07/2009 to 05/2010 Test Scanning Assistant Indiana University Purdue University Indianapolis | City, STATE,
  • Eliminated outdated records by sending the records to be scanned.
  • Verified that information in the computer system was up-to-date and accurate.
  • Compiled statistical information for special reports.
  • Created monthly reports for records, closed terminated records and completed chart audits.
  • Developed and created a more effective filing system to accelerate paperwork processing.
  • Successfully established effective systems for record retention by creating database for daily correspondence tracking.
Education
Expected in 2012 to to Bachelor of Science | Computer and Information Technology Indiana University Purdue University Indianapolis, Indianapolis, IN GPA:
Purdue School of Engineering and Technology 
Member of Information Technology Ambassadors Club
Member of National Society of Leadership and Success Club
GPA: 3.107
Expected in 2010 to to Associate of Science | Computer and Information Technology Indiana University Purdue University Indianapolis, Indianapolis, IN GPA:
Purdue School of Engineering and Technology
GPA: 3.067
Affiliations
Sigma Gamma Rho Sorority, Incorporated Alpha Sigma Chapter - Indianapolis, IN        
October 2015 - Present
Public Relations and Marketing Chair 2016-2018
  • Specializing in keeping data, events, advertisement current for the organization
  • Report progress to the board monthly on productivity that the organization has accomplished or pending to accomplish
  • Created a website (http://www.alphasigma1922.org) for the organization which includes active membership, inquiry forms, history on organization, and an involvement page
  • Work within the community with the youth introducing them to scholarship, leadership, and community service 
Skills
HTML
Information and Technology Solutions
Technical Support
Software Life Cycle Management
Windows
Macintosh
Web Site Design
Extra-Curricular Activities
Chairman/Public Relations of Toastmasters International, Neighborly Talk Club
Chairman for Gleaners Food Bank of Indiana, Thanksgiving Food Drive
Chairman for Salvation Army, Christmas Adopt-A-Family
Chairman/Public Relations of Young Business Professionals

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Resume Overview

School Attended

  • Indiana University Purdue University Indianapolis
  • Indiana University Purdue University Indianapolis

Job Titles Held:

  • Lead Technician
  • Auto Claim Processor
  • Data Analyst Assistant
  • University Information Technology Services Consultant
  • Test Scanning Assistant

Degrees

  • Bachelor of Science
  • Associate of Science

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