technical and customer support resume example with 15+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,
Professional Summary

Daily tag-ups with executive personnel and will perform general IT maintenance tasks, resolving moderate to complex problems immediately; if needed, more complex.

Monitoring Exxon Mobil Executive flights in and out of Dallas

Strong background in Security and Safety

  • Technical support and assistance
  • Customer service and support
  • Customer support and assistance
  • Customer technical support
  • Certified RedCross volunteer using Strategic planning Department collaboration Committee oversight Documentation
  • Certified in Fema using Regulatory compliance Equipment maintenance Verbal and written communication Organizational abilities Multitasking strength Multimedia understanding Knowledgeable about caseworker Instructional support Recordkeeping Testing administration
  • Onsite customer support
  • Adherence to high customer service standards
  • Customer engagement and assistance
  • Customer needs anticipation and conflict mitigation
  • Customer satisfaction understanding
  • Customer service and care
  • On-Site Technical Support
  • Responded to requests for technical assistance via phone, ticket and in person
  • Identified trends and escalated technical issues where necessary
Work History
02/2018 to Current Technical and Customer Support Ibm Corporation | Dallas, TX,

Technical and customer support professional with over 20 years experience. Specialized in support in Medical industry . Supporting Hospitals, Clinics and Insurance with technical background in medical software and hardware applications . Working in a very fast paced environment with a passion for people and understanding. Strong technical skills working with issues and the resolutions. Working very long hours with the temperament of kindness and understanding of the training of the Redcross volunteer that I have been for years as casework and rescue during disasters and fires. Proficient in MS Office products trained and worked for Microsoft. Experience in the medical hardware and support by working Kodak Health Imaging for years. Working remotely or assisting at a hospital during surgery maintaining hardware and software work flow during an operation. Using various ticketing systems Salesforce , Remedy with a strong understanding of the importance of customer satisfaction measured and meeting the defined SLA required to achieve consistent satisfaction and a deadline. Working with a Team or the reliability and confidence to take the lead with multiple projects.

01/2010 to 03/2016 Customer Technical Support Analyst Ibm Corporation | Armonk, NY,

Customer Technical Support Analyst and SME

Answer phone calls and emails on various technical issues from clients
Responsible for scheduling service, repair, and maintenance of medical equipment
Create SOP and knowledge base articled based on the SOW agreed upon during and after installation, service, and preventative maintenance activities at clients' places
Schedule and organize training for clients, staff, and colleagues to understand the intricacies of service and repair work
Interact with the research and development team and stay update on latest technologies

  • Provided accurate information about promotions, customer programs and products, helping drive high customer retention
  • Recorded actions taken, issues resolved and [Type] information to effectively manage customer accounts
  • Investigated and resolved accounting, service and delivery concerns
  • Resolved [Type] issues over phone with [Number] customers daily
  • Cross-trained and backed up other customer service managers
  • Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information
  • Maintained accurate and current customer account data with manual forms processing and digital information updates
  • Suggested new procedure to persuade cancelling customers to stay with company, resulting in [Number]% decrease in cancellations
  • Performed data entry with [Software] to record call notes, suggestions and questions
  • Scored in top [Number]% of employees for successful [Action]
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
  • Investigated and resolved customer inquiries and complaints quickly
  • Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction [Number]%
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
03/2007 to 04/2009 Health Imaging PAC Admin XTRA Lease | City, STATE,
  • Assisted in planning installation layout of medical equipment at client's site
  • Assisted Biomedical Equipment Supports Specialists and Clinical Engineers in managing laboratory equipment
  • Provided technical support in resolving network issues with medical equipment
  • Performed repairing and preventative maintenance work under supervision of senior engineers
  • Prepared detailed reports on machine installed, repaired, and serviced
  • Coordinated with vendors, team management, and clients for ordering and hardware and software
  • Operated all the high-tech equipment used in the laboratory
01/2002 to 03/2006 Customer Technical Support Analyst Kodak Health Imaging | City, STATE,

Provided hospital support from modalities to the networking interface for Trauma Centers and Emergency Rooms. Determined the individual level of support necessary for all locations.
Worked with the organization and the FDA to accurately document product releases and their potential issues. Determined the level of state and federal compliance during these exercises and worked to resolve any issues.
Reviewed SOPs (Standard Operating Procedures) for development of new products and procedures. Analyzed the areas of deficiency and worked diligently to fill the areas that were not supported adequately.
Performed onsite analysis to determine the documentation needs of the hospital. Worked collaboratively with the team to create new documents that met design and intent.
Worked with various databases including: HIS/RIS IDX 2010, Oracle and other database applications to determine maintenance needs and areas of concern.
Installed the PACS web server at hospitals and their remote locations. Set up the web server to interface with all applications specified by the individual hospital or remote location management.
Hardware/Software Install and Technical Support, DICOM,HL7, HIPAA

Expected in Associate of Science | Computer And Information Systems Security Ivy Tech, Sellersburg, iN, GPA:
  • B1 - Disaster Courses Disaster FEMA ICS-100 IS-00100.B

  • B1 - Disaster Courses Disaster FEMA--National Incident Management System (NIMS) IS-00700.A
    B1 - Disaster Courses Disaster FEMA--National Response Framework, An Introduction IS-00800.BADHOC
    A1 - Preparedness and health and safety Courses Preparedness and health and safety First Aid/CPR/AED FIRST AID, CPR, AED expired
    B1 - Disaster Courses Disaster Disaster Services Technology Networking Workshop DIS000029
    Concept of Operations Overview Disaster Cycle Services ; Legacy ; Operations
    Handling a Crisis Call Disaster Cycle Services ; Respond
    Government Operations Center Liaison Fundamentals Disaster Cycle Services ; Align with Government
    IS-100: Introduction to the Incident Command System Disaster Cycle Services
    Casework and Recovery Planning Fundamentals Disaster Cycle Services ; Recover
    Direct Client Assistance Fundamentals (old) Disaster Cycle Services ; Recover
    Recovery Services: An Overview Disaster Cycle Services ; Recover

    Certified –American Board of Homeland Security
    Homeland Security

    Texas A&E Fema- Homeland Security
    Digital Forensics Basics
    Cyber Incident Analysis and Response

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Resume Overview

School Attended

  • Ivy Tech

Job Titles Held:

  • Technical and Customer Support
  • Customer Technical Support Analyst
  • Health Imaging PAC Admin
  • Customer Technical Support Analyst


  • Associate of Science

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