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Senior Advanced Technical Support resume example with 10 years of experience

Jessica
Claire
resumesample@example.com
(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
:
Professional Summary

Enthusiastic Technical Support Specialist eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of Incident Management, Problem Management and familiar with other ITIL processes. Motivated to learn, grow and excel in the IT services industry.

Skills
  • Salesforce
  • Team Foundation Server (TFS)
  • Microsoft Office
  • IT and Technical Support
  • Incident Management
  • Problem Management
  • Change and Release Management
Education
University of Santo Tomas Manila, Philippines, Expected in 2010 Bachelor of Science : Computer Science - GPA :
  • Member of Computer Science Society (CSS) and Information and Computer Organization (ICON)
Certifications

FedRAMP Certified

ITIL Certified

Work History
At&T - Senior Advanced Technical Support
Hendersonville, NC, 08/2013 - Current
  • Worked with integration teams from customer side and third-party vendors to troubleshoot various API errors and to validate data accuracy.
  • Reviewed gateway logs to perform deep dive investigation for the more complicated Problem tickets and provide further details on raised items to Development.
  • Was part of the first ever Operations/Support team that participated on the company's "Innovation Day" where different Development teams competed in a 24 hour hackathon - despite limitations specific only to our team we were able to bag 2 awards: Biggest Benefit to Business/Customer and Audience Favorite.
  • Mass deployment of multiple firmware releases for different types of hardware products that had outdated versions.
  • Performed Sanity Check post deployment of system releases and performed regression testing during business hours to confirm validity of fixes included with said release.
  • Obtained FedRAMP certification and was given access to troubleshoot and work on various government accounts.
  • Collaborated with cross-functional teams to identify pain points of the Fulfillment branch of the business and determine solutions.
  • Took ownership of raised Problem tickets (software, hardware and system) from Tier 2 and served as internal and external point of contact on critical issues and customer escalations.
  • Investigated the Problem tickets and identified existing or discovered new workarounds which were then communicated to point of contact.
  • Created bug cases or change requests under Team Foundation Server (TFS) for Developers and Project Managers to review and validate after duplication and confirmation of issue from the Problem tickets.
  • Managed and represented the US region in escalated problem ticket management during Global Regional Update and Defect Prioritization Meetings.
  • Worked with RAP/UAT team on verifying and confirming issue resolution on test environments prior to deployment on Production server.
  • Produced and deployed technical documentation that supports internal processes and standard work within the Operations team which assisted in developing technical expertise and growth of other team members within the operations department.
  • Conducted trainings and knowledge transfers for other support tiers in addition to the technical documentation.
  • Updated and managed incident queue to comply with Service Level Agreements by taking ownership of raised incident tickets from Tier 1 and served as internal and external point of contact while maintaining constant communication until resolution.
  • Provided technical assistance and support for incoming inquiries and issues related to company's hardware and software applications outside of incident queue.
  • Built general knowledge of Teletrac Navman's proprietary products and how they matched Federal Motor Carrier Safety Administration (FMCSA) and Department of Transportation (DOT) regulations.
  • Addressed and resolved issues and requests while documenting them under the Salesforce case management system.
  • Provided after hours oncall support as dictated by business need.
Hewlett-Packard Asia Pacific - Service Delivery Consultant II
City, STATE, 09/2011 - 11/2012
  • Handled deployments, change requests, investigations and setup changes involving middleware components.
  • Worked with UNIX environments to understand scripting and automation.
  • Monitored and maintained web servers to make sure that services were running as expected without any issues.
    Reviewed log files and provided solutions to errors/defects found.
  • Attended and facilitated knowledge-sharing meetings with team members.
  • Communicated with clients daily to resolve issues or answer questions.
  • Obtained ITIL V3 certification and have utilized and adhered to ITIL Standards.
GXS Philippines Inc - Associate Internal Business System Programmer
City, STATE, 07/2010 - 08/2011
  • Developed/built complex Electronic Data Interchange (EDI) maps either inbound or outbound based on specifications from clients.
  • Conducted end-to-end testing from development server for new maps created.
  • Coordinated with clients regarding requirements for specifications and with functional testers for the test results,
  • Provided mapping support and responded to multiple business needs.

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Resume Overview

School Attended

  • University of Santo Tomas

Job Titles Held:

  • Senior Advanced Technical Support
  • Service Delivery Consultant II
  • Associate Internal Business System Programmer

Degrees

  • Bachelor of Science

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