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lead technician it support it service supervisor resume example with 10+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
  • resumesample@example.com
  • :
Professional Summary

Friendly Help Desk Technician with 8 years quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.

Skills
  • Friendly and Patient
  • Active Listening
  • Hardware and Software Repair
  • Customer Communication and Empathy
  • Problem Solving
  • Remote Technical Support
Work History
Lead Technician/IT Support/ IT Service Supervisor., 12/2017 to Current
MacMastersCity, STATE,
  • Removed malware, ransomware and other threats from laptops and desktop systems.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.
  • Trained users on how to operate components and systems.
  • Analyzed software/Hardware issues to identify troubleshooting methods needed for quick remediation.

  • Configured hardware, devices and software to set up work stations for employees.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
  • Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
  • Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
  • Trained and supported end-users with software, hardware and network standards and use processes.
  • Monitored systems in operation and input commands to troubleshoot areas.
  • Analyzed technical issues to identify troubleshooting methods needed for quick remediation.
  • Managed customers' expectations of support and technology functionality in order to provide positive user experience.
  • Performed tests of functionality, security and performance of different workstations and devices.
  • Assisted customers with product selection based on stated needs, proposed use and budget.
  • Evaluated and responded to incoming sales leads and requests for technical support assistance.
  • Installed, modified and repaired software and hardware to resolve technical issues.
  • Processed over 50 support requests weekly for technical assistance on wide range of issues related to software and hardware.
  • Activated accounts for clients interested in new services.
  • Answered over 20 incoming calls from residential and small business customers on technical services.
  • Provided on-call support for critical issues related to Software and Hardware related issues.
Senior Lead Technician, 05/2013 to 04/2017
Samsung Electronics, Media Solutions CenterCity, STATE,
  • Tracked equipment and inventory, maintaining prescribed levels for technical equipment and supplies.
  • Drafted system setup and imaging documentation, creating standardized frameworks to rapidly onboard new hardware.
  • Performed complex mechanical alignments and calibration of equipment to quality standards.
  • Determined maintenance requirements and assigned repairs to qualified employees.
  • Supervised end-user support efforts, designing policies to establish consistent service guidelines and reliable ticket resolution.
  • Monitored ticket resolution rates, confirming quick and effective technical service call outcomes.
  • Set up and performed test activities.
  • Kept work consistently compliant with 5S standards.
  • Implemented, configured and optimized safety standards.
  • Completed job reports and logs immediately following service calls.
  • Managed team performance by training, mentoring, disciplining and motivating employees.
Technician/Sales Rep., 02/2011 to 04/2013
Bell Communication LTD,City, STATE,
  • Created professional sales presentations and seminars to effectively demonstrate product features and competitive advantages.
  • Developed and delivered engaging sales presentations to convey product benefits.
  • Met with existing customers and prospects to discuss business needs and recommend optimal solutions.
  • Surpassed sales objectives several consecutive years by cultivating productive client partnerships.
  • Enhanced territory operations through successful cold-calling of area business leaders and establishing favorable contracts.
  • Attended advanced training sessions and conferences to increase product knowledge and productivity.
  • Retained excellent client satisfaction ratings through outstanding service delivery.
  • Assisted in product placement and visual merchandising, maintaining attractive and inviting appearance.
  • Created strategies to develop and expand sales of services to existing customer which resulted in significant increase in annual revenue.
  • Automated contact management system, resulting in better client organization and goal alignment.
  • Increased sales by offering advice on purchases and promoting additional products.
  • Achieved monthly sales goals by promoting product benefits and enrolling new clients.
  • Boosted brand awareness, implemented promotional campaigns and employed sales tactics as part of territory development.
  • Met frequently with technical, product management and service personnel to stay current on company offerings and business policies.
  • Determined problem areas and resolved issues related to profitability and business objective achievement.
  • Implemented marketing strategies and techniques, increasing revenue and customer satisfaction.
  • Cold-called leads and closed large number of new sales over several months.
  • Set up calendar with customer birthdays and other special events for personal touch.
  • Created and executed reorganization plan, training and development programs and implemented process improvements.
  • Planned annual customer outreach events to strengthen brand initiatives and maximize outreach.
  • Expanded customer base and boosted profit within product line.
  • Brought Customer Satisfaction Index levels from unsatisfactory to levels acceptable to manufacturer.
  • Organized sales paperwork, presented proposals and finalized contracts.
  • Evaluated inventory and delivery needs and optimized strategies to meet customer demands.
  • Implemented brand marketing and sales campaigns.
  • Exceeded goals for new accounts in single sales cycle.
Education
Ministry: Leadership/Biblical Study, Expected in 05/2020 to Church For The Nation School of Ministry - Phoenix, AZ,
GPA:
Post Graduate Degree (PGD): Information Technology, Expected in 06/2014 to National Open University - Nigeria,
GPA:
Technical Certifications: Mobile / Smart Technology., Expected in 06/2014 to Samsung Electronics Academy - Nigeria,
GPA:
Bachelor of Science: Plant Biology, Expected in 11/2012 to Ambrose Alli University - Nigeria,
GPA:

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Resume Overview

School Attended

  • Church For The Nation School of Ministry
  • National Open University
  • Samsung Electronics Academy
  • Ambrose Alli University

Job Titles Held:

  • Lead Technician/IT Support/ IT Service Supervisor.
  • Senior Lead Technician
  • Technician/Sales Rep.

Degrees

  • Ministry
  • Post Graduate Degree (PGD)
  • Technical Certifications
  • Bachelor of Science

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