Tax Support Specialist Technical Support Speciali Resume Example

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Jessica Claire
  • , , 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
Highly motivated Sales Associate with extensive customer service and sales experience. Outgoing sales professional with track record of driving increased sales, improving buying experience and elevating company profile with target market.
  • Application installations
  • Customer support needs assessment
  • Technical Troubleshooting
Tax Support Specialist, Technical Support Speciali, 11/2011 to 04/2015
Asrc Federal Holding Company Albuquerque, NM,
  • Communicated with customers to identify issues, walk through solutions and initiate corrective actions to restore service and functionality.
  • Resolved customer issues by explaining self-help techniques that resulted in minimal personnel involvement.
  • Provided technical support to customers by identifying causes of problems, researching and offering effective solutions.
  • Received inbound phone calls from customers to provide first-level support and remotely troubleshoot issues with service, equipment or customer accounts.
  • Prepared tax return documents for clients.
  • Assisted customers with instructional support and product troubleshooting.
  • Documented and updated case notes for each customer and work order.
  • Opened service tickets for clients, documenting user information and description of problem.
  • Supported customers with password resets and account customization.
  • Recorded help desk calls by documenting issues, solutions and closing tickets.
  • Resolved Level 1 technical issues with software, hardware and peripherals.
  • Created new accounts, reset passwords and configured access to servers and file management software for users.
  • Fielded help desk customer questions and fulfilled requests.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Maintained compliance with established and updated policies and procedures with minimal supervision.
  • Assisted customers with various types of technical issues via email, live chat and telephone.
  • Supported customers with online billing, access and account issues.
  • Met with clients to gather information and discuss line item tax return components.
  • Troubleshot daily IT desktop client issues, supporting multiple departments and various offices.
  • Determined causes of network issues by troubleshooting using testing software and equipment.
  • Researched issues on various computer systems and databases to determine resolutions to problems and answer inquiries.
  • Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
  • Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.
  • Worked with supervisors via live chat to address customer inquiries or technical issues beyond scope of expertise.
  • Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
  • Identified and resolved issues using latest patches, releases, virus detection and troubleshooting techniques.
  • Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
  • Monitored service orders to completion and closed service tickets.
  • Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
  • Created step-by-step guides for correcting common [Type] malfunctions and issues, providing simple, repeatable support solutions.
  • Employed ticket support system software such as Freshdesk, Zendesk, Salesforce and others.
  • Maintained helpdesk and maintenance activities between customer calls and vendor interactions.
  • Utilized automated systems to manage and track customer inquiries through to completion.
  • Input customer service orders and tracked orders through to completion.
  • Documented customer complaints and inquiries for use in technical documentation and bug tracking.
  • Informed senior leadership of product development issues discovered via technical support calls with customers.
  • Managed customer system updates, informing clients of all installation progress stages.
  • Aided in development of customer acclimation plans for helping clients adjust to implementation of new products.
  • Documented repair processes and helped streamline procedures for future technical support actions.
  • Set up new desktop systems and configured laptops for incoming employees and loaded required software and server permissions.
  • Managed user profiles, security access and shared file structures.
  • Worked remotely using [System] and [Software], independently adhering to employer's scheduling and performance metrics.
  • Disassembled computer systems to troubleshoot and resolve hardware issues.
  • Assessed various angles of tax situations to maximize tax benefit.
  • Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
  • Collaborated with tax team on various areas such as planning, client interaction and special tax projects.
  • Removed malware and viruses from laptops and desktop systems using specialized software.
  • Tested performance, functionality and security of network systems, individual workstations and peripheral devices.
  • Configured new employee work stations, including all hardware, software and peripheral devices.
  • Updated software versions with patches and new installations to close security loopholes and protect users.
  • Installed, maintained and repaired network software, components and equipment and integrated with existing system.
  • Maintained records, logs and lifecycle documentation of work requests.
  • Conducted research and compiled backup documentation.
  • Updated and processed programming changes, equipment upgrades and customer and billing information.
  • Reviewed current hardware and software configurations and recommended modifications to increase system speed.
  • Mentored other technologists and support professionals to provide professional development and skill enhancement.
  • Collaborated with customer service and sales colleagues to resolve issues.
  • Analyzed network performance data to identify concerns with speed, determine availability issues or to implement disaster recovery.
  • Developed robust online knowledge base for support staff to reference when responding to requests for assistance.
  • Documented issues in bug tracking system for reporting.
  • Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions.
  • Counseled clients on tax planning aspects by explaining laws regarding areas such as estate tax and gift tax.
  • Processed average of [Number] inbound and outbound technical support calls.
  • Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
  • Recorded complaints, product deficiencies, returned orders and other customer documentation in system.
  • Increased overall company performance through improved IT uptime and cost reductions.
  • Assisted online users via live chat, web conference and phone to resolve issues related to software and system use and access.
  • Handled large volume of phone calls, chat and emails in support of [Type] and [Type] systems.
  • Cultivated client relations and drove retention by effectively authoring and updating technical documentation and manuals.
  • Collaborated with third-party retail technicians to diagnose and address customer complaints and issues with branded products.
  • Provided on-site technical support after project implementation and recommended product changes and upgrades to product managers.
  • Observed system functioning and entered commands to test different areas of operations.
  • Consulted with clients on all installed machine security applications and devices to recommend further safety measurements.
  • Independently researched solutions using [Type] resources, determining root causes and designing customized solutions for unique customer situations.
  • Conferred with vendors to obtain replacement hardware or software and escalate more complex concerns.
  • Worked with customer service supervisors to resolve [Number] customer concerns on daily basis.
  • Provided thorough [Type] technical support and problem resolution for over [Number] customers daily.
  • Developed financial reports using bank statements and created personal balance sheets and net worth statements.
  • Set up and configured wide area network (WAN) and local area network (LAN) routers.
  • Established security settings and access permissions for [Number] individual users.
  • Researched, resolved and followed up on customer issues, earning [Number]-star customer review rating.
  • Delivered on-site technical support following software implementation and worked with managers to suggest product upgrades and changes.
  • Managed IT setup and service requests for hardware, [Software] and [Software] for local and remote users.
  • Devised incisive workarounds and resolutions for IT-related problems.
  • Delegated hardware repair jobs, either dispatching [Job title] to handle on-site labor or providing details for mail-in repair solutions.
  • Responded to [Number] individual tickets every week to provide end-user support on systems and software.
  • Initiated shipments to send equipment to clients and tracked return shipments.
  • Reviewed network data to check network usage, server function or disk space availability.
  • Advised customers and users on required maintenance practices for diverse software systems to support OEM warranty requirements and industry best practices.
  • Installed software updates and vulnerability patches on servers to prevent possible threats from penetrating networks.
  • Assessed [Type] and [Type] issues to determine appropriate troubleshooting methods for remediation.
  • Determined product deficiencies by reviewing various aspects such as safety, effectiveness and appearance.
  • Developed and maintained technical expertise in [Area of expertise] and [Area of expertise].
  • Drafted whitepapers, user manuals, implementation documentation and support base entries to reduce customer tickets and customer service expenses.
  • Identified opportunities to upsell technical products and services, boosting revenues to existing accounts.
  • Liaised with device manufacturers on latest service guidelines and support procedures for products.
  • Served as level-three support escalation point for [Number]-member distributed support staff.
  • Resolved record-breaking backlog of support tickets following major system malfunction within [Timeframe].
  • Streamlined operational efficiencies by providing timely computer diagnosis and repair.
  • Implemented system security and data assurance software.
Network Security Analyst , 07/2001 to 04/2010
Leggett & Platt City, STATE,
  • Protected secure data files and regulated access.
  • Made recommendations to improve security procedures and systems.
  • Analyzed system risk to identify and implement appropriate security countermeasures.
  • Audited networks and security systems to identify vulnerabilities.
  • Analyzed security procedure violations and developed plans to prevent recurrence.
  • Designed, implemented and maintained security systems and controls.
  • Designed and implemented plans to secure computer files against breach, destruction or accidental modification.
  • Conducted record searches and coordinated with other units on procedural problems involving complex cases.
  • Managed [Software] information system accounts, facilitating transfer of data to users.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Juggled multiple projects and tasks to ensure high quality and timely delivery.
  • Demonstrated self-reliance by meeting and exceeding workflow needs.
  • Demonstrated leadership by making improvements to work processes and helping to train others.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Improved operations by working with team members and customers to find workable solutions.
Licensed Practical Nurse Team Leader, 05/1995 to 07/2001
Medicalodges Of Neosho City, STATE,
  • Directed medication administration and oversaw all patient care.
  • Charted changes in patient conditions and discussed concerns with supervising healthcare provider.
  • Addressed patient care needs, collected vitals, dressed wounds and managed catheters.
  • Monitored patients' condition and progress, reevaluating treatments as necessary.
  • Evaluated patient conditions, progress and treatment success to make changes and adapt treatment plans.
  • Answered patient calls, identified issues and determined how best to provide assistance within parameters established by facility and supervisor.
  • Analyzed charts and utilized data to recommend proper treatment courses to physicians.
  • Assessed performance of individual nurses and developed improvement plans for struggling or deficient personnel.
Education and Training
Certification: Medical Coding & Billing, Expected in 10/2020
Grantham University - Lenexa, KS
Associate of Applied Science: Network And System Administration, Expected in 05/2001
Crowder College - Neosho, MO
LPN: Practical Nursing, Expected in 10/1981
South Central Career Center - West Plains, MO

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Resume Overview

School Attended
  • Grantham University
  • Crowder College
  • South Central Career Center
Job Titles Held:
  • Tax Support Specialist, Technical Support Speciali
  • Network Security Analyst
  • Licensed Practical Nurse Team Leader
  • Certification
  • Associate of Applied Science
  • LPN