Server Parts Replacement Specialist Resume Example

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Jessica Claire
Montgomery Street, San Francisco, CA 94105
Home: (555) 432-1000 - Cell: - - -
Professional Summary
To seek a position within the company that I can utilize my skills and expand my knowledge Twelve years of field service experience; accustomed to working in large data center environments Customer service professional dedicated to effective team management and customer satisfaction. Perceptive Customer Service Manager who cultivates positive customer relationships through clear and helpful communication. Exceptional customer care professional who addresses inquiries and resolves problems as they arise. Customer service expert with sound judgment and an ability to resolve problems tactfully and diplomatically. Customer service professional seeking a management role. Skilled in training staff and establishing rapport with clients. Self-motivated with exceptional communication and computer capabilities. Motivated customer service specialist with over [number] years retail experience in a fast-paced, team-based environment. Customer-oriented [Job Title] successful at troubleshooting and handling customer support issues in a timely manner. Call Center Representative with expertise providing customer support in high call volume environments. Exceptional computer aptitude and telephone etiquette. Skills Exceptional interpersonal communication Team player Skilled trainer Computer-savvy Excellent time management skills Goal-oriented Effective problem solver Reliable Process improvement specialist Decisive Customer-focused Skilled in call center operations Adherence to high customer service standards Strong problem solving aptitude SAP and ERP system knowledge Microsoft Outlook, Word and Excel Exceptional telephone etiquette MS Office expert
Core Qualifications
  • Guest services
  • Inventory control procedures
  • Merchandising expertise
  • Loss prevention
  • Cash register operations
  • Product promotions
08/2011 to Current
Server Parts Replacement Specialist Brooks Automation, Inc. , AL,
  • Proactively monitor the NAVY server network for hardware failures to prevent outages Respond to requests by several teams and server owners that report failing or failed parts Perform diagnostic analysis by using several tools and technical support resources Interface with outside vendors, order replacement parts; coordinate and schedule part replacement Execute post replacement diagnostics to determine if the issue is resolved Keep data and accurate logs of daily events Attend meetings and conferences with various teams, management and contractors.
  • Investigated and resolved customer inquiries and complaints in an empathetic manner.
  • Cross-trained and backed up other customer service managers.
  • Adhered to all confidentiality requirements at all times.
  • Met all customer call guidelines including service levels, handle time and productivity.
  • Solved unresolved customer issues.
  • Promptly responded to inquiries and requests from prospective customers.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Strong leader of customer support staff.
  • Scheduled staff shifts to cover peaks and lulls in customer inquiries.
  • Trained staff on operating procedures and company services.
  • Identified individual development needs with appropriate training.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Updated customer orders from start to finish in an accurate and timely manner.
  • Effective liaison between customers and internal departments.
  • Maintained accurate records of past due customer account activity.
  • Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
  • Maintained up-to-date knowledge of product and service changes.
  • Managed work flow to exceed quality service goals.
  • Answered an average of [number] calls per day by addressing customer inquiries, solving problems and providing new product information.
  • Communicated with vendors regarding back order availability, future inventory and special orders.
  • Developed reputation as an efficient service provider with high levels of accuracy.
  • Scored in top 10% of employees in successful resolution of issues Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
  • Served as the main liaison between customers, management and sales team.
  • Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
  • Built long-term customer relationships and advised customers on purchases and promotions.
08/2010 to 08/2011
New Electronic Equipment Specialist Army Joint Forces Command JFHQ/G3 City, STATE,
  • Receive, sort and process new electronic equipment according to policy Test, troubleshoot and operate new equipment Analyze and repair equipment by using diagnostic tools and technical support resources Assist in the planning and scheduling of training Provide technical support for new users on the equipment Attend meeting and conferences Perform administrative and clerical duties as required.
  • Earned management trust by serving as key holder, responsibly opening and closing store.
  • Politely assisted customers in person and via telephone.
  • Communicated with vendors regarding back order availability, future inventory and special orders.
  • Scheduled weekly inventory pickups and deliveries with vendors.
  • Served as the main liaison between customers, management and sales team.
  • Directed calls to appropriate individuals and departments.
  • Learned, referenced and applied product knowledge information.
  • Participated in physical inventory counts every [time period].
10/2000 to 06/2011
Field Service Engineer Decision One City, STATE,
  • Maintain the daily operation of computer hardware in support of clients with contracts in the local area Troubleshoot hardware and network equipment; replaced defective equipment and ensured repair Perform hardware installations, de-installations, upgrades; install operating system, patches as required Provided 24/7 on call support; built and upheld good working relationships with customers Furnished technical assistance and hardware support to remote customers in a data center environment Monitored and examined data logs; kept journal on the performance of the equipment Developed labor, expense and material reports; kept a parts inventory and logistical records.
  • Resolved [Number] technical support inquiries per [Time period].
  • Set up and configured hardware and software on company equipment.
  • Maintained accurate hardware and software inventories.
  • Restored data, operating systems, files, documents and drivers.
  • Trained both internal and off-site users in repairing and resolving recurring issues.
  • Traveled up to [Number] miles to meet customers on location to handle hardware and software issues.
  • Resolved computer hardware and software, printing, installation, word processing, email and operating systems issues.
  • Answered a constant flow of customer calls with up to [number] calls in queue per minute.
  • Gathered and verified all required customer information for tracking purposes.
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
  • Met or exceeded service and quality standards every review period.
Expected in
Bachelor of Arts: Business Administration
Saint Leo University - Virginia Beach, VA
Business Administration
Expected in
Coursework in Business Administration, Finance and Marketing Coursework in Operations Management:
- ,
Professional Affiliations
administrative, Business Administration, call center, clerical, closing, computer hardware, hardware, conferences, contracts, client, clients, customer service, customer support, delivery, drivers, email, fast, Finance, hardware support, inventory, Marketing, meetings, NAVY, network, operating systems, operating system, Operations Management, quality, repairing, sales, scheduling, technical support, technical assistance, telephone, Troubleshoot, upgrades, word processing

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Resume Overview

School Attended
  • Saint Leo University
Job Titles Held:
  • Server Parts Replacement Specialist
  • New Electronic Equipment Specialist
  • Field Service Engineer
  • Bachelor of Arts
  • Coursework in Business Administration, Finance and Marketing Coursework in Operations Management

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