level 2 technical support representative resume example with 6+ years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000
Cell:
resumesample@example.com
:
Professional Summary
Multi-talented Technical Account Management consistently rewarded for success in planning and operational improvements. Experience in policy development and staff management procedures positively impacting overall morale and productivity.
Skills
Customer Service
Teamwork / Collaboration
Office 365
Knowledge of Windows XP, 7, 10
Team building
CCTV knowledge (Analog and IP Cameras)
Self-motivated
MS Office Essentials
Knowledgeable of Active Directory (Remote Desktop Support)
LAN/ WAN TCP
Work History
Level 2 Technical Support Representative, 01/2019 to Current Reged – Morrisville, NC,
Manage over 300 + accounts on a daily basis
Provide Quality Control for new installs and add ons for locations on 360IQ software -setup remote access for customers on AT&T Aruba, Global Protect and Cisco VPN
Networking configurations for DVR/ NVR troubleshooting -Answer Tier 1 technical support calls for escalations when needed
Managed technical integration, systems engineering program management, customer support and program management
Resolved conflicts and negotiated agreements between parties in order to reach win-win solutions to disagreements and clarify misunderstandings
Developed exceptional attendance record with special attention to punctuality and preparation to work upon arrival
Negotiated agreements between employees to clarify misunderstood directions and resolve conflicts affecting performance
Zendesk CRM Ticketing tool used inputting information on the progress of inbound and outbound calls made to clients with technical issues needed
Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
Documented all transactions and support interactions in system for future reference and addition to knowledge base.
Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
Explained technical information in clear terms to non-technical individuals to promote better understanding.
Tier 1 Technical Support Representative, 05/2018 to 01/2019 Total System Services, Inc. – Tempe, AZ,
Answer all inbound calls for support from customers -setup remote access for mobile devices and laptops for Aruba VPN, Cisco VPN and Global Protect -account user creation for new users -Download video footage request locally or remotely for owners to share for incident reports -escalate to account managers when needed for out of scope work
Monitored systems in operation and input commands to troubleshoot areas such as Onsite Software's and the maintenance of footage retrieval needed,
Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team
Configured hardware, devices and software to set up work stations for employees
Resolved issues with systems, hardware and telephones quickly and accurately
Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions
Technical Support Specialist Tier 2, 01/2015 to 04/2018 Samsung Techwin (Hanwha Techwin) – City, STATE,
Monitored network performance and provided network performance statistical reports for both real-time and historical measurements
Watched both live and recorded video surveillance footage
Operated and maintained surveillance equipment, including Samsung Products for Consumer base customers
Collected and organized all surveillance data and information to protect client possessions and workspaces
Provided on-call support for network engineering duties
Collaborated on network development, implementation, and maintenance of routers, switches, firewalls and WAN optimization
Delivered exceptional customer service by maintaining extensive knowledge of products and services and creating a welcoming environment
Conducted private investigations such as Store Robbery's and Employee Injury Ensured network, system and data availability and integrity through preventative maintenance and upgrades
Acquired and maintained advanced knowledge of networking protocols, including TCP and UDP Provided network support and performedtroubleshooting to resolve various WAN/LAN connectivity issues
Processed over 30 per support requests received over daily for technical assistance on wide range of issues related to DVR/ NVR Set ups and SmartCams along with baby monitors in troubleshooting
Education
High School Diploma: , Expected in 06/2005 to Anaheim Adult Education School - Anaheim, CA, GPA:
Any information uploaded, such as a resume, or input by the user is owned solely by the user, not LiveCareer. For further information, please visit our Terms of Use.