Software Support Technician resume example with 14+ years of experience
JessicaClaire
, , 100 Montgomery St. 10th Floor(555) 432-1000, resumesample@example.com
Professional Summary
Enthusiastic employee eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Motivated to learn, grow and excel.
Skills
Defect Analysis and Resolution
Software Evaluation
Tracking and Documentation
Multitasking and Prioritization
Microsoft Windows and Office
Active Listening
Technical Troubleshooting
Help Desk Support
Training Materials Development
Interpersonal Skills
Collaborative Team Player
Highly Professional
Verbal and Written Communication
Attention to Detail
Work History
11/2019 to CurrentSoftware Support TechnicianCity Club Apartments | Royal Oak, MI,
Devised solutions to operations issues related to Open Dental software, working closely via phone, email, live chat and web teleconference.
Patched software and installed new versions to eliminate security problems and protect data.
Used critical thinking to break down problems, evaluate solutions and make decisions.
Participated in team-building activities to enhance working relationships.
Maintained energy and enthusiasm in fast-paced environment.
Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Analyzed software issues to identify troubleshooting methods needed for quick remediation.
Explained technical information in clear terms to non-technical individuals to promote better understanding.
Updated documentation and produced reports.
Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
Developed quality new employees within call center.
Directed training and retraining of new employees.
Suggested and enacted several policy changes for training of new employees.
Monitored over 100 employees for three hours each day. During this time I monitor employees ensuring that they are staying on task.
Communicate with supervisors and Call Center Managers about employees, schedules, and call center's volume increases and decreases. Answering incoming calls from employee and direct them to either the correct answer for the customer, correct documentation, or the appropriate department to call for resolution.
09/2016 to 11/2019Medical ReceptionistYai/Nipd Network | Gardena, CA,
Managed master calendar and scheduled appointments for providers based on optimal patient loads and clinician availability.
Coordinated patient scheduling, check-in, check-out and payments for billing.
Checked patient insurance, demographic and health history to keep information current.
Completed patient referrals to other medical specialists.
Managed multi-line phone system and pleasantly greeted patients.
Referred and screened patients to make best use of resources, triage staff and serve community members.
Enhanced office productivity by handling high volume of callers per day.
Organized paperwork such as charts and reports for office and patient needs.
Adhered to strict HIPAA guidelines to protect patient privacy.
Kept waiting room neat and organized by stacking magazines, removing trash and cleaning glass.
Transcribed phone messages and relayed to appropriate personnel.
03/2014 to 09/2016Office ManagerInterior Architects | Irvine, CA,
Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
Compared vendor prices and negotiated for optimal savings.
Developed standard operating procedures for all administrative employees.
Coordinated special projects and managed schedules.
Maintained computer and physical filing systems.
Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
Assessed processes and procedures, complying with OSHA and HIPAA regulations.
Addressed and remedied all patient or team member issues.
05/2007 to 03/2014Telephone ReceptionistBusiness Connections Answering Service | City, STATE,
Resolved customer issues through research and problem solving.
Maintained high level of customer service through friendly and polite demeanor.
Directed incoming calls to internal personnel and departments, routing to best-qualified department.
Collected and verified telephone numbers, addresses and proper spelling of names.
Operated telephone operating system and documented calls.
Relayed and transcribed written and verbal messages to various offices.
Answered incoming calls, greeted callers, provided information, and transferring calls to appropriate parties.
Connected callers with appropriate professional, department or business.
Operated digital paging system to notify recipients of incoming calls.
Responded to customer inquiries with patience and positivity to establish excellent first impression.
Education
Expected in 06/2006High School Diploma | Wasilla High School, Wasilla, AK, GPA:
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