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senior technical support advisor resume example with 2+ years of experience

JC
Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000, resumesample@example.com
Summary

Loyal ambitious leader with a proven track record of mentoring and motivating my peers while providing best in class customer service and promoting a strong client relationship. Experience in environments requiring critical decision making and innovative thinking.

Skills
  • Multitasking and Prioritization
  • Resolving Problems and Incidents
  • System Performance Assessment
  • Technical Troubleshooting
  • Teamwork and Collaboration
  • Organizational Skills
  • Documentation Development
  • Verbal and Written Communication
  • Account Administration
  • Error Detection
  • Time Management
  • Problem Solving
Experience
04/2018 to 06/2019 Senior Technical Support Advisor Domo | American Fork, UT,
  • Set up new desktop systems and configured laptops for incoming employees and loaded required software and server permissions.
  • Developed robust online knowledge base for support staff to reference when responding to requests for assistance.
  • Developed and managed third-tier resolution process to resolve issues originating from customer retention team.
  • Responded to individual tickets every week to provide end-user support on systems and software.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
  • Supported employees with advanced troubleshooting on helpdesk tickets.
  • Assisted in technical support process refinement to improve customer service and support.
  • Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
  • Organized repair and replacement of PC components and systems.
04/2017 to 12/2017 Lead of Service Bd (Becton, Dickinson And Company) | Warwick, RI,
  • Processed payments and returned accurately receipts, cash, coin and cards to customers.
  • Checked store shelves and restocked products from inventory in back room.
  • Greeted patrons warmly at store entrance and offered assistance with finding needed items.
  • Scanned and bagged items and operated cash register to check out store patrons.
  • Created eye-catching merchandise displays to entice customers into store.
  • Monitored performance of sales team and implemented improved methods to close gaps.
  • Received shipments, signed off on packages and documented incoming items in computer system.
  • Trained and developed new team members to improve product knowledge and selling abilities.
  • Researched items at other locations to find products requested by shoppers.
  • Reported sales metrics and statistics to management and stakeholders.
  • Cross-trained on different positions to best support team during peak periods.
  • Achieved or surpassed company-defined sales quotas for multiple months.
  • Assisted with training, development and mentoring of sales employees.
  • Coached other employees in customer service strategies and successful selling techniques.
  • Managed cash register operations using POS system and processed sales and returns.
  • Communicated sales goals and key performance indicators to employees.
02/2016 to 11/2016 Production Coordinator Central Donation Centerr | City, STATE,
  • Prepared for production by checking inventory levels of items needed to complete work.
  • Assessed current inventories and brought in supplies to keep stock within optimal levels for expected demands.
  • Organized order information to prepare for production of [Item type].
  • Created and implemented production schedules to meet pick-up times.
  • Entered information into system to update status reports.
05/2015 to 08/2015 Sales Assistant Team Member InkSell | City, STATE,
  • Accepted and completed cash, check and credit card payments.
  • Built and maintained relationships with peers and upper management to drive team success.
  • Reviewed files, recordings and other documents to obtain information to respond to requests.
  • Met with customers to offer assistance with selecting merchandise, finding accessories and completing purchases.
  • Received and processed product returns and coordinated disposal of defective or broken items.
  • Priced out products for customers and drew up sales paperwork.
  • Processed orders through company system and coordinated product deliveries.
  • Used product knowledge to assist customers and suggest products.
  • Answered customers' questions about available products, prices and features.
  • Oversaw office administrative needs, including preparing presentations, coordinating materials and handling correspondence.
  • Gathered and organized important paperwork related to compliance, office needs and client documents.
Education and Training
Expected in 07/2012 High School Diploma | Victory Learning Center, San Antonio, TX, GPA:
  • 4.0 GPA
  • Honor Roll

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Resume Overview

School Attended

  • Victory Learning Center

Job Titles Held:

  • Senior Technical Support Advisor
  • Lead of Service
  • Production Coordinator
  • Sales Assistant Team Member

Degrees

  • High School Diploma

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