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Senior Technical Support Specialist Resume Example

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SENIOR TECHNICAL SUPPORT SPECIALIST
Summary

Accomplished Tier 2 Support Advisor with two years of technical support experience and expertise with iOS, macOS and Windows 10 systems. Excellent communication skills and known as a consistent team player. Seeking to expand horizons and bring a wealth of expertise to a well-established company.

Skills
  • CompTIA A+ certified
  • Cisco Certified Entry Networking Technician
  • Experience with Windows 10, firewalls, printers, smartphones & tablets, WAPs, LANs, WANs, DHCP, DNS, Office 365, iOS, macOS, antivirus/spyware removal, backup/restore
  • Skilled with Microsoft Office products including Outlook, Excel, and Word
  • Excellent interpersonal, organizational and customer service skills
  • Experience with OS upgrades
  • Work very well under pressure
  • Excellent time management skills
  • Able to work both independently and effectively with remote team members as necessary
  • Ability to manage multiple projects and own tasks concurrently
  • Experience providing end-user support
  • Experience with logging and documenting tickets
  • Strong verbal and written communication skills
  • Prioritize tasks and meet deadlines
  • Skilled at application installation and troubleshooting
Experience
Kelly Services | Newport News, United StatesSenior Technical Support Specialist03/2018 - Current
  • Guided customers through processes of installing software or hardware and initial program start-up procedures.
  • Observed system functioning and entered commands to test different areas of operations.
  • Documented hardware and software changes and revisions.
  • Advise customers and users regarding required maintenance practices of a wide array of software systems for OEM warranty requirements and industry best practices.
  • Explain technology-related details in easy-to-understand terms to thousands of individuals from all walks of life.
  • Maintain composure and patience in the face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Assist in the technical support process to improve customer service and support.
  • Research, document and escalate support cases when unable to resolve issues using available resources.
  • Resolve software issues on networks, including firewalls, routers, iOS, macOS, and Windows devices.
  • Consult via telephone to understand end-user problems, isolate hardware and software issues, troubleshoot and resolve root cause issues.
  • Update software with patches and new installations to close security loopholes and protect users.
  • Document repair processes and helped streamline procedures for future technical support actions.
  • Remove malware and viruses from laptops, desktops, and mobile systems.
  • Respond to assistance requests from users and directed individuals through basic troubleshooting tasks.
  • Assumed remote control over customers' computers when necessary to resolve problems.
Shannon Strength And Conditioning | Newport News, United StatesOwner and Operator04/2010 - 07/2019
  • Built a small business from the ground up
  • Maintained compliance with core CrossFit principles and standards when providing both individual and group instruction
  • Attended diverse learning opportunities and maintained peak personal fitness levels
  • Listened to member concerns and resolved issues promptly to maintain satisfaction
  • Promoted proper stretching, warm-ups and conditioning exercises to prevent sports injuries
  • Established clear benchmarksfor performance and monitored individual and team progress
  • Motivated athletes to become stronger, more agile and more effective through effective direction, communication and mentoring
  • Instructed gym members about correct use of weight resistance and cardiovascular equipment
  • Cultivated positive relationships with participants by interacting with group during fitness classes
Paleo To-Go | Newport News, VirginiaExecutive Chef03/2015 - 06/2017
  • Created extensive Paleo Diet menu providing all nutritional information associated with each meal available on our menu
  • Collaborated with local businesses to showcase our food to their client base. Personally went to these businesses and worked with owners and clients to tailor meal prep services to them
  • Mentor to more than 10 kitchen staff at all levels to prepare each for demanding roles
  • Aligned seasonal plans with ingredient availability and key area events for optimal promotions
  • Collaborated with vendors to source desired recipe ingredients while maintaining tight cost controls
  • Integrated social media postings and schedule to drive sales
CrossFit Hampton Roads | Yorktown, VAFitness Program Manager04/2010 - 12/2013
  • Explained and demonstrated safe and appropriate exercises for clients of various fitness and physical abilities
  • Cultivated positive relationships with participants by interacting with group during fitness classes
  • Instructed gym members about correct use of weight resistance and cardiovascular equipment
  • Explained use of exercise equipment to all participants, prioritizing safety at all times
  • Led 15 comprehensive classes per week including CrossFit, Olympic Weightlifting and gymnastics
  • Motivated clients to achieve their personal fitness goals through developing and modifying routines
  • Informed clients about nutrition, lifestyle issues, and weight control
  • Conducted on-site seminars and workshops to generate interest in new club activities
Education and Training
Christopher Newport University | Newport News, VABachelor of Arts in History And Philosophy
  • While at CNU I was on the Dean's List for academic excellence four consecutive semesters
  • Earned the Carol Fang Scholarship for academic research and study in Chinese history
  • Elected Chaplain of my fraternity
  • Degree is not completed - I have completed 90 credits of the required 120
Certifications
  • CompTIA A+
  • The Cisco Certified Entry Networking Technician (CCENT)
  • Olympic Weightlifting Coach
  • CrossFit Level 2 Trainer
  • Ip Man Wing Chun Instructor
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Resume Overview

Companies Worked For:

  • Kelly Services
  • Shannon Strength And Conditioning
  • Paleo To-Go
  • CrossFit Hampton Roads

School Attended

  • Christopher Newport University

Job Titles Held:

  • Senior Technical Support Specialist
  • Owner and Operator
  • Executive Chef
  • Fitness Program Manager

Degrees

  • Bachelor of Arts in History And Philosophy

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