Livecareer-Resume
Jessica Claire
  • , , 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
Summary

Resourceful Technical Support Engineer polished in restoring system functionality by quickly assessing and resolving diverse hardware and software problems. First-rate troubleshooting, diagnostic and repair skills combined with strong attention to detail and systematic approach. Proficient in WIndows, MAC, and outstanding customer service.

Skills
  • CompTIA Certified
  • LAN/WAN
  • Technical troubleshooting
  • Hardware upgrades
  • Computer maintenance
  • Hardware configuration
  • Customer support needs assessment
  • Equipment repair
  • Service desk support
  • Software upgrades
  • Application installations
  • Hardware diagnostics
  • Critical thinking
  • Analytical
  • Maintenance & Repair
  • System updates
  • New program installations
  • Diagnosing issues
  • Specifications understanding
  • Technical support
  • End-User Training
  • Troubleshooting and Maintenance
  • Program installations
  • Microsoft Office Suite
  • Software testing
  • Technical Troubleshooting
  • Windows XP/Vista
  • Reliable and trustworthy
  • Active listening
  • Conflict resolution
  • Coordination
  • Working collaboratively
  • Communicating with clients
  • Recording support tickets
  • Providing customer support
  • Mac and PC proficiency
  • Technical support services
  • Software and hardware assistance
  • Customer education
  • Report creation
  • Report generation
  • Deficiency documentation
  • Service ticket tracking
  • Call center experience
  • Server improvements
  • Infrastructure updates
  • Project coordination
  • Training and development
  • Server and System Administration
  • Performance analysis
  • System upgrades
  • Issue response and resolution
  • Microsoft Office
  • Time management
  • Active Directory Experience
  • Group Policy Administration
  • On site support as needed
  • Network security management
  • Computer systems installation
  • Performance improvements
  • Network repairs and maintenance
  • Interpersonal and written communication
  • Hardware expertise
  • Problem resolution
  • Flexible
  • Relationship building
Experience
Premier Solutions Support Technician, 07/2018 - Current
General Dynamics Rensselaer, NY,
  • Maintained top 25% of Enterprise based on performance metrics
  • Achieved 100/100 on metrics based on: entire time of call, customer satisfaction and how they felt about our client
  • Assisted my supervisor in my promotion as Peer Advisor, by leading the team and collaborating to provide a better experience for both internal and external customers
  • Discovered new issues due to updates and create a process to the path of solid resolution
  • Provided technical support for call center operations and individual users.
  • Trained and consulted with end-users of proprietary company software, delivered technical support and tested software to verify proper operation.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Documented repair processes and helped streamline procedures for future technical support actions.
  • Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.
  • Installed and configured printers and scanners, resetting default device passwords to prevent cyber attacks.
  • Updated and reconfigured existing and new computers with current software and operating systems.
  • Drafted whitepapers, user manuals, implementation documentation and support base entries to reduce customer tickets and customer service expenses and enable support team to solve customer queries effectively.
  • Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
  • Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
Help Desk Specialist, 06/2016 - 07/2018
Brokers International Parker, CO,
  • Opened service tickets for clients, documenting user information and description of problem.
  • Supported customers with password resets and account customization.
  • Consistently responded to customer service emails within standard response window.
  • Facilitated system migration projects during off-hours to avoid outages and network bottlenecks.
  • Removed malware and viruses from laptops and desktop systems using specialized software.
  • Advised customers and users on required maintenance practices for diverse software systems to support OEM warranty requirements and industry best practices.
  • Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
  • Configured new employee work stations, including all hardware, software and peripheral devices.
  • Performed daily maintenance of computer systems to keep network processes fluid.
  • Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
  • Assisted customers with instructional support and product troubleshooting.
  • Set up user accounts, permissions and passwords and defined network policies and procedures.
  • Kept flexible schedule and resolved after-hours and weekend emergencies quickly and accurately.
  • Determined and alleviated hardware, software and network issues.
  • Consulted users to determine areas in need of improvement.
  • Installed and configured printers and scanners, resetting default device passwords to prevent cyber attacks.
  • Updated and reconfigured existing and new computers with current software and operating systems.
  • Assisted end-users with software and hardware troubleshooting to determine causes of system malfunction.
  • Set up new desktop systems and configured laptops for incoming employees, loading required software and server permissions.
Help Desk Technician, 06/2016 - 11/2016
Endev Tech City, STATE,
  • Researched issues on various computer systems and databases to determine resolutions to problems and answer inquiries.
  • Supported personal and business customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
  • Advised customers and users on required maintenance practices for diverse software systems to support OEM warranty requirements and industry best practices.
  • Reviewed current hardware and software configurations and recommended modifications to increase system speed.
  • Troubleshot daily IT desktop client issues, supporting multiple departments and various offices.
  • Increased overall company performance through improved IT uptime and cost reductions.
  • Removed malware and viruses from laptops and desktop systems using specialized software.
Education and Training
High School Diploma: , Expected in
-
Wind River High School - Pavillion, WY,
GPA:
CompTia Certified : , Expected in
-
Professional Institute Of Technology Accounting - Las Vegas NV,
GPA:

COMP001021432537 (currently certified)

  • Completed professional development in internship in computer lab on campus while attending the year of school
Certifications
  • Certified A+, CompTIA - 2016
  • Certified Network+, CompTIA - 2019
  • Certified Security+, CompTIA - 2015
  • Certified HIT, CompTIA - 2015

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

Disclaimer

Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

How this resume score
could be improved?

Many factors go into creating a strong resume. Here are a few tweaks that could improve the score of this resume:

83Good

resume Strength

  • Formatting
  • Measurable Results
  • Personalization
  • Strong Summary
  • Target Job
  • Typos

Resume Overview

School Attended

  • Wind River High School
  • Professional Institute Of Technology Accounting

Job Titles Held:

  • Premier Solutions Support Technician
  • Help Desk Specialist
  • Help Desk Technician

Degrees

  • High School Diploma
  • CompTia Certified

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

*As seen in: