technical escalations resume example with 6 years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
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Professional Summary

I am a versatile, responsible, and self-directed individual with retail customer service and warehouse experience, but technology and IT systems orientated.

I have the ability to work individually or as a team player with leadership and management skills, able to attack any task, objective, or challenge with full dedication, organization, and follow-through giving my all. I have over 20 years in computer and IT experience, with a huge willingness to learn more.


Specific areas of expertise include:

  • Advanced knowledge of all Microsoft Windows Operating Systems
  • Advanced knowledge of Microsoft Office applications
  • Hardware cable/wire management
  • 5+ years experience with SQL database's and SSMS
  • 20 + Years technology and computer oriented
  • Wireless Network set-up
  • Windows Server setup and configuration
  • Advance Apple product setup and troubleshooting.
  • Networking (DHCP, TC/IP, LAN/WAN)
  • Client satisfaction
  • Excellent Time Management
  • Project Management
  • 90 Words Per Minute typing speed
  • Managerial experience
Work History
Technical Escalations, 07/2020 to Current
Gcs TechnologiesAustin, TX,

• Serve as a final (Tier 3) escalation point before development.

• Perform complex SQL queries to analyze data and determine a resolution

• Analyze and triage technical escalations, while performing root cause analysis and identifying trends and opportunities for process improvement.

• Liaise between development and support to reduce technical escalation drivers.

• Assist development with testing and confirming bug report resolutions.

• Demonstrate ownership of technical escalations by maintaining timely, professional communication with relevant internal teams and affected customers.

• Document troubleshooting steps performed during resolution.

• Perform complex upgrade and database migrations.

Senior Support Analyst, 11/2018 to 07/2020
Securitas Electronic SecurityCanton, MI,

The senior client support analyst position requires an understanding of Light-speeds products and standard operating procedures. In addition, they must have exceptional leadership and problem solving skills. Due to the heavy reliance on various forms of communication, such as email, call, or in person interactions with vendors, customers, personnel, and management, this roll must possess outstanding written and verbal abilities. They should also be self motivated and flexible with work from entry level to upper management.

  • Assist client success department for tier 1 and 2 needs.
  • Escalate tier 3 cases to directors when appropriate.
  • Ensure departments productivity
  • Oversee and schedule system upgrades
  • Maintain after hours support rotation
  • Maintain weekly support 7am-7pm shift schedule
  • Available for after hour support emergencies
  • Allocate support cases to appropriate professional services technician
  • Monitor support case quality
  • Maintain customer relationships and mend when needed
  • Identify techniques that build rapport
  • Build and maintain client success knowledge
  • Monitor NPS surveys and contact customers when unsatisfied
  • Monitor call recordings for training purposes
  • Ensure team is maintaining core values
  • Present and uphold professional role among team members
  • Lead PS10 meetings for department news, updates or corrections
  • Weekly newsletter publishing
  • Maintaining consistent rapport with directors and management
Client Success Specialist, 04/2018 to 11/2018
Cdk Global Inc.Destin, FL,

Client Success Duties and Responsibilities:

•Actively engage clients and respond to 50 + customer calls and tickets daily

•Collect information from clients and find resolution in timely manner

•Compare information collected from clients and check database for any discrepancies

•Check clients SQL Server to check for errors in database and run various commands

•Provide clients with instructions on how to troubleshoot various issues

•Remotely access and control clients server's to troubleshoot and resolve issues

Implementation Specialist, 07/2016 to 04/2018
LightSpeed AutomationCity, STATE,

Implementation Duties and Responsibilities:

•Establish clear line of communication with clients prior to integration

•Manage/understand client expectations regarding upcoming install to ensure the highest level of client satisfaction is met

•Travel to client sites to install hardware and software associated with LightSpeed

•Engage client throughout the install process to ensure LightSpeed is configured to provide the best experience with our system

•Actively troubleshoot any and all issues that occur during an install

•Provide written correspondence outlining the daily events during an install

•Provide written correspondence outlining the daily expenses during an install

•Provide full training with the system for the client and anyone that requires it.

High School Diploma: , Expected in 05/2008 to Venice High School - Venice, FL,

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Resume Overview

School Attended

  • Venice High School

Job Titles Held:

  • Technical Escalations
  • Senior Support Analyst
  • Client Success Specialist
  • Implementation Specialist


  • High School Diploma

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