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Technical Support Engineer Resume Example

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JC
Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000, resumesample@example.com
Summary

Business Administration/ Social Media Marketing student with background in customer and technical support. Strong technical proficiency with work history in cellular and smart-home devices. In-depth knowledge of business operations and online marketing coupled with critical thinking and rebranding abilities. Proven history of building client relationships and team member support and training.

Skills
  • Application installations
  • LAN/WAN
  • Software upgrades
  • Windows XP/Vista
  • Technical Troubleshooting
  • Call center experience
  • Customer support needs assessment
  • Problem resolution
  • Computer skills
  • Collaboration
  • Planning
  • Working collaboratively
Experience
04/2018 to Current Technical Support Engineer Ultimate Kronos Group | Fremont, CA,
  • Developed robust online knowledge base for support staff to reference when responding to requests for assistance.
  • Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.
  • Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
  • Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
  • Documented repair processes and helped streamline procedures for future technical support actions.
  • Provided senior technical support to both in-house staff and user departments for all network applications.
01/2014 to 04/2018 Business Wireless Technical Support 3 Dermtech, Inc. | CA, State,
  • Provide technical assistance to large and small Businesses for wireless devices including cellular phones, machine2machine, mobile broadband, and air cards.
  • Data entry, support International Clients, and Enhanced Wireless machines.
  • Evaluated local area network (LAN) and wide area network (WAN) performance data to verify availability and speed, identifying network problems.
  • Trained team members and users in newly implemented and emerging technology to enhance business productivity.
  • Configured all hardware devices and software settings to optimize network performance.
  • Received and prioritized support requests to maximize resource utilization.
  • Created and updated technical documentation for network installations and changes to existing installations.
  • Achieved cost-savings by developing functional solutions to mobile device and network problems.
  • Resolved interpersonal conflicts by listening, finding common ground and building relationships.
  • Prioritized and organized tasks to efficiently accomplish service goals.
08/2013 to 01/2014 Client Service Representative Harris Companies | Las Vegas, NV,
  • Maintain social media, and other online advertising venues.
  • Delivered high level of service to clients to both maintain and extend relationships for future business opportunities.
  • Managed and updated physical and digital client account information to keep records accurate and current.
  • Built sustainable client relationships built on trust by applying excellent communication and interpersonal skills.
  • Liaised between patrons, store personnel and internal departments.
  • Educated clients on how to conduct transactions with convenient online solutions.
  • Balanced needs of multiple clients simultaneously using multi-tasking and critical thinking in fast-paced retail environment.
  • Promoted client satisfaction by working with operational teams in proper resolution of service issues.
  • Researched issues and made quick decisions to achieve efficient and effective resolutions.
  • Documented conversations with customers to track requests, problems and solutions.
  • Communicated information to customers about product quality, value and style.
  • Tracked down sources of special products and services to meet customers' special needs.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Evaluated customer account information to assess current issues and determine potential solutions.
02/2002 to 08/2013 Administrative Assistant New Beginning Here And Now Performing Arts Center | City, STATE,
  • Support system to Account Executives and other Sales Assistants in office as well as heavy phone contact with donators, and Government funding contacts.
  • Managed scheduling for staff, monitoring resource allocation to provide optimal coverage and service.
  • Handled management of communication to executives by taking and making telephone calls, reviewing and prioritizing mail and composing and typing correspondence.
  • Coordinated project materials by managing physical and digital files, monitoring spreadsheets and updating reports.
  • Arranged travel and hotel accommodations for international and domestic business meetings and trips.
  • Greeted visitors or callers daily to handle inquiries or direct to appropriate persons.
  • Coordinated large-scale events and department activities by acquiring venues, developing guest lists and organizing catering services.
  • Maintained inventory in administrative building supply closet to prevent shortages of supplies.
  • Developed administrative processes to achieve organizational objectives and improve office efficiency.
  • Reviewed and suggested improvements for diverse range of documentation, including interoffice correspondence, reports and presentations.
  • Directed customer communication to appropriate department personnel and offered information to resolve inquiries, boosting customer satisfaction.
  • Organized and maintained filing and document management systems by coordinating, archiving and purging files.
Education and Training
Expected in 09/2022 MBA | Business Administration/Social Media Marketing, Bu Strayer University-Georgia, Marietta, GA GPA:
Expected in 08/2020 BBA | Business Administration/Social Media Marketing, Business Strayer University-Georgia, Marietta, GA GPA:
Activities and Honors

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Resume Overview

School Attended
  • Strayer University-Georgia
  • Strayer University-Georgia
Job Titles Held:
  • Technical Support Engineer
  • Business Wireless Technical Support 3
  • Client Service Representative
  • Administrative Assistant
Degrees
  • MBA
  • BBA

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