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Product Support Specialist Resume Example

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PRODUCT SUPPORT SPECIALIST
Professional Summary

Over 20 years technical support and networking experience.

  • Technical troubleshooting, networking, diagnostic and problem solving skills on a variety of products and platforms including Linux, PUTTY accessible networks; Citrix Servers; Print Servers, File Servers, SMTP Servers, and associaed software applications.
  • Provided support such as troubleshooting, installation, and maintenance on Satellite Reception equipment, Telecommunications switching and transmission equipment, Laser Printer products from HP, Lexmark, Canon, Brother and Ricoh; Smart Lockers to include APEX and IPA; Interactive Whiteboards, and Ricoh Projectors;
  • Advanced Print Technology certified; Certified on several Ricoh product lines; CompTia A+ Certification
  • Extensive recognition including: Ricoh Recognizes monthly and quarterly award; Exceptional customer service recognition to include 100% Satisfactory Customer Surveys; letters of commendation from customers; ‘Job Well Done' recognition from managers and co-workers.
  • Actively participates in community service projects such as Toys for Tots, Angel Tree, ACS Relay for Life, Wounded Warrior Project, Ricoh Run for Hero's; Real Men Wear Pink Breast Cancer Awareness and United Way
  • Trained and mentored new hires. Developed and implemented departmental training procedures; Service Now (SNOW) coach; Solid reputation for resolving complex issues. Have assisted in the development and implementation of departmental processes and procedures.
  • Ability to work independently, or in a group setting. Able to work well under pressure and meet project deadlines. Ability to quickly analyze problems and create working solutions to complex problems.
Skills
  • Strong troubleshooting skills Electronic hardware repair
  • Hardware and Software Installation Multi-function machines, printers, and copiers
  • Microsoft Windows XP, 7, 8, & 10 Device drivers and Firmware
  • Mac OSX Print Server, SMB scanning, SMTP, FTP
  • MS Office Suite: Outlook, Word, Excel, PowerPoint, Netop remote Access, Citrix, Cisco VPN
  • Publisher, Lync and Sharepoint Active Directory
  • Adobe Acrobat/Reader, Quicken, Quickbooks, Lotus SQL
  • Notes Java
  • Networking (LAN, WLAN, TCP/IP, DNS, DHCP)
  • Active Directory, Adobe Acrobat/Reader, Adobe, audio, backup, Cisco, Citrix, Hardware, customer service, database, Dell, LCD, DHCP, DNS, drivers, Electronic hardware, fax machines, Fax, FTP, HP, Internet Explorer, Java, LAN, Lotus, Notes, Lotus Notes, Mac, mechanical, meetings, Access, Excel, Microsoft Office, MS Office Suite, MS Outlook, Outlook, PowerPoint, Publisher, SharePoint, Windows, Microsoft Windows XP, Word, monitors, network, Networking, copiers, printers, Quickbooks, Quicken, sales, scanning, schematics, SMTP, Software Installation, SQL, TCP/IP, technical support, telephone, troubleshoot, Troubleshooting, video, VPN
Work History
Product Support SpecialistRicoh - Tucker, GA11/2014 - Current
  • Provide product technical support to customers, dealers, VARs, OEMs and/or end user customers by analyzing problems pertaining to malfunctioning electro-mechanical equipment, computer equipment, and software applications
  • Responsible for identifying problem areas and recommending corrective action
  • Use diagnostic tools, service aids, product schematics, and all other available product information to assess the issue for a resolution equipment failures or issues
  • Collaborate with sales leaders to ensure product satisfaction, and customer's technical needs are met
Application Support SpecialistRandstad/State Farm - Dunwoody, GA08/2013 - 10/2014
  • Supported State Farm Associates, Agents, and Staff with technical difficulties with software related issues
  • Used RDP, telephone and Microsoft Lync to connect to users to diagnose, troubleshoot and resolve technical problems (desktop, laptop and mobile devices)
  • Support also included, but not limited to Lotus Notes, Adobe, and Secure Log in software, Internet Explorer, SharePoint, Quickbooks, and Quicken
  • Performed backup and restore, Password Resets, and logged & received tickets through HP Service Manager
  • Software products included Microsoft Office (Word, PowerPoint, Access, Excel, Outlook and Microsoft Lync)
  • Expert in MS Outlook including rebuilding and renaming Outlook profiles and cached mode
  • Performed troubleshooting of Microsoft Lync issues including audio and video meetings
  • Transferred data between network drives
  • Led team huddles/meetings to collaborate
Technical Support RepresentativeXerox - Bartlett, TN10/2008 - 08/2013
  • Completed troubleshooting to resolve customer issues related to Brother's printers, fax machines,copiers,and multi-function centers while providing award winning customer service
  • Troubleshooting involved software, hardware, and networking related issues (LAN, WLAN, TCP/IP, DNS, DHCP)
  • Support included device drivers, scanning, and software applications such as Nuance PaperPort, Windows Fax & Scan, and the Brother's Control Center application
  • Logged customer's interactions into a solution database that allowed the company to monitor interactions, and contributed to new solutions being implemented into the knowledge base
Dell Monitor Repair TechnicianJabil Global services - Memphis, TN02/2007 - 10/2008
  • Tested, completed troubleshooting, and repaired Dell's flat panel LCD monitors
  • Position strictly hands on working with circuit boards, LCD screens, and cosmetics
  • Changed circuit boards, used diagnostic tools, and managed parts
Education
Associate of Science: Computer Engineering & Electronics TechnologyITT-Technical Institute - Cordova, TN
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Resume Overview

Companies Worked For:

  • Ricoh
  • Randstad/State Farm
  • Xerox
  • Jabil Global services

School Attended

  • ITT-Technical Institute

Job Titles Held:

  • Product Support Specialist
  • Application Support Specialist
  • Technical Support Representative
  • Dell Monitor Repair Technician

Degrees

  • Associate of Science : Computer Engineering & Electronics Technology

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