LiveCareer-Resume

tech support representative resume example with 6+ years of experience

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

Capable tech support rep experienced in helping internal and external customers users correct problems with computer systems, mobile devices and peripheral equipment. Knowledgeable about usability and security concerns. Skilled at working alone to investigate and fix problems.

Skills
  • Technical Documents Comprehension
  • Software Diagnosis
  • Technical Support
  • MS Office Proficiency
  • Complaint Resolution
  • Troubleshooting Proficiency
  • Data Recovery
  • Mac Systems
  • Windows 10
  • TCP/IP
  • Exceptional Telephone Etiquette
  • Troubleshooting Technical Issues
  • Scheduling
  • Technical Writing
  • IT Support
  • Customer Complaint Resolution
  • Customer Contact
  • Appointment Setting
  • Hardware Troubleshooting
  • New Product Information
  • Customer Billing
  • Hardware and Software Configuration
  • Product Knowledge
  • Billing Inquiries
  • Computer Installation and Setup
  • Telephone Technical Support
  • Product and Service Information
  • Software Issue Resolution
  • Modems
  • Help Desk Support
  • Printers
Experience
08/2017 to Current Tech Support Representative Alorica Inc. | Omaha, NE,
  • Troubleshot daily IT desktop client issues, supporting multiple departments and various offices.
  • Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
  • Developed training materials, conducted webinars and authored wikis for user training and support use.
  • Supported customers with online billing, access and account issues.
  • Reviewed current hardware and software configurations and recommended modifications to increase system speed.
  • Updated software versions with patches and new installations to close security loopholes and protect users.
  • Configured new employee work stations, including all hardware, software and peripheral devices.
  • Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
  • Assisted customers with various types of technical issues via email, live chat and telephone.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
06/2017 to 08/2017 Customer Service Representative Ipg Photonics Corporation | Novi, MI,
  • Escalated customer concerns, store issues and inventory requirements to supervisors.
  • Explained and pointed out property details to patrons, including dining areas, pool, spa and fitness center.
  • Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
  • Received all incoming calls and coordinated with hotel staff to fulfill requests and resolve issues.
  • Transmitted information or documents to customers, using computer, mail or facsimile machine.
  • Facilitated front desk operations for busy high-volume hotel.
  • Maintained accurate bookkeeping of important files, ran reports and delivered updates on occupancy and revenues to supervisor.
  • Drafted and maintained incident reports, daily activity logs and other documents requested by management.
  • Prepared daily shift close reports and balanced cash register to accurately reflect all transactions.
  • Operated multi-line switchboard for busy office and routed incoming calls to correct individuals.
  • Warmly greeted incoming guests, issuing room keys and providing information regarding policies and amenities.
  • Solved minor customer issues and escalated major problems immediately to Manager.
  • Signed for packages, recorded all deliveries and distributed to inter-company personnel.
  • Computed guest billings and posted charges to room accounts.
  • Balanced accounts and conducted nightly audits to keep bookkeeping current.
  • Answered phones, responded to customer inquiries and transferred calls to appropriate staff members.
  • Offered exceptional services and support to team members and guests, maximizing productivity and customer satisfaction.
11/2016 to 02/2017 Customer Service Representative Ipg Photonics Corporation | San Jose, CA,
  • Escalated customer concerns, store issues and inventory requirements to supervisors.
  • Answered 60+ inbound calls per day and directed to designated individuals or departments.
  • Reviewed account and service histories to identify trends and issues.
  • Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
  • Delivered service and support to each customer, paving way for future business opportunities.
  • Fielded customer complaints and queries, fast-tracking them for problem resolution.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Documented conversations with customers to track requests, problems and solutions.
  • Educated customers on special pricing opportunities and company offerings.
01/2014 to 08/2016 Shift Supervisor Schweitzer-Mauduit International, Inc. | Windsor, CT,
  • Collaborated with team members to improve performance and implement training updates.
  • Performed minor equipment repairs to keep jobs on task and notified maintenance department of major machinery failures.
  • Kept areas clean, neat and inspection-ready at all times to comply with product guidelines.
  • Created and improved daily operational plans including production schedules and optimizing task flows.
  • Assembled and issued required documentation, such as tickets, travel insurance policies and itineraries.
  • Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
  • Completed frequent assessments of training materials, structure and success rates in order to enhance program.
  • Trained newly hired top talent to fill key positions and maximize productivity.
  • Developed and coordinated trainings to help individuals learn company policies and procedures and job tasks.
  • Elevated team member performance while cultivating customer relationships to drive sales.
Education and Training
Expected in 06/2006 High School Diploma | Gardena Senior High School, Gardena, CA GPA:

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Resume Overview

School Attended

  • Gardena Senior High School

Job Titles Held:

  • Tech Support Representative
  • Customer Service Representative
  • Customer Service Representative
  • Shift Supervisor

Degrees

  • High School Diploma

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