technical support representative resume example with 14+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • Home: (555) 432-1000
  • Cell:
  • :
Professional Profile
To secure a challenging position that enables me to exhibit my leadership ability as well as being a team player, a self-starter and an excellent communicator which are some of the features that would make me a valuable asset to your company.
ADP2 security Excellent oral, written, and editing clearance. communication skills. Microsoft Office Proficient include PowerPoint, Energetic work attitude with the ability to Word, Excel, Outlook, Access, and Publisher.
Relevant Experience
Technical Support Representative, 02/2014 to Current
NetforLansing, MI,
  • Research required information and articles using available resources.
  • Provide network accounts and passwords as required.
  • Follow up and make scheduled call backs to customers when necessary.
  • Follow standard HP and MetLife processes and procedures.
  • Configure computer networks.
  • Load all required software.
  • Process and record call transactions using a HP computer and Service Manager.
  • Diagnose and resolve technical hardware and software issues.
  • Identify and escalate priority issues as required.
  • Stay current with system information, changes and updates.
  • 90% FCR rate Maintained the most calls per month.
Technical Support Representative, 06/2013 to 02/2014
NetforEl Segundo, CA,
  • Troubleshoot Apple products using defined problem solving methodology.
  • Construct individual case reference files and updates case management data base / logs.
  • Diagnose end user problems using systematic listening and probing.
  • Research problem / case history using computerized data base for relevant product information.
  • Document case resolution in computerized database.
  • Initiate dispatch procedure for hardware pickup / shipment.
  • Perform outbound follow up on existing cases.
  • Remain current on new Apple developments.
Home Health Aide, 06/2011 to 06/2013
Volunteers Of AmericaRacine, WI,
  • Assist Nurses with in-home patient healthcare.
  • Organize patient's daily activities.
  • Administer prescribed oral medications under written direction of physicians.
  • Assist with patient's assessment and care planning.
  • Meet nutrition and elimination needs.
  • Assist patients with mobility.
  • Assist with personal hygiene and grooming Ensure comfort and anxiety relief.
  • Promote patient safety and environmental cleanliness.
  • Unit management and efficiency.
front desk, 11/2012 to 12/2012
HyattAppleton, WI,
  • Assist new users, within their own departments, with the transition to EPIC.
  • Address all issues from end users and support personnel.
  • A liaison between end users, specialty and site leaders, and Henry Ford's Electronic Integrated Information System (HELIOS) team.
  • Provide operational support at Henry Ford Ambulatory sites throughout the Detroit region reinforcing standard procedures.
  • Identify and communicate potential issues, risks, and resistance to change.
  • Patient appointment scheduling and registration.
  • Ambulatory clinic work flows.
IT Help Desk Supervisor, 01/2007 to 11/2012
Badger Meter IncCity, STATE,
  • Troubleshoot computer problems with customers, resulting with a 90% resolution.
  • Oversee production and shipping.
  • Manage budgets and projects.
  • Train and monitor new employees on troubleshooting, risk resolution, multi-tasking, answering the phone, policy and procedures.
  • Organize work schedule.
  • Oversee six employees.
  • Reorganized the layout of the office to provide a better customer/agent relationship resulting in a more proficient office.
President/Promotions Director, 03/2008 to 05/2011
Wyndham WorldwideCity, State,
  • Review music programming.
  • Oversee the broadcasting of the station.
  • Manage budget.
  • Collaborate with other organization to create events.
  • Create and manage program and project budgets.
  • Designed the radio station's web page on the universities website.
  • I oversaw an event that singularly increased the station's listening audience.
Front Desk Agent, 11/2009 to 10/2010
Omni Detroit River Place HotelCity, State,
  • Eco Friendly Hotel.
  • Provide quotes for room rates with a 50% up-sell rate.
  • Collect payment from guest.
  • Verify charges/credits are posted correctly on the guest folio.
  • Respond to guest inquires/resolve complaints.
  • Manage phone activities along with providing general knowledge to callers.
  • I received 10 recognitions (Omni Service Champion) awards for exceeding expectations.
U of D Mercy* Detroit, Michigan, USA Bachelors Hospitality and Retail: 2009 Detroit Workforce Development Department * Detroit, Michigan, USA Certificate in Hospitality and Retail Management : , Expected in 2011 to Spec Howard School of Media Arts - Southfield, Michigan
Certificate in Radio Broadcasting: , Expected in to - ,
ADP2, Apple, attention to detail, Bachelors, Broadcasting, budgets, budget, Cadence, care planning, case management, communication skills, Excellent oral, oral, hardware, computer networks, Conflict resolution, customer service skills, data base, database, direction, editing, HP, layout, listening, Access, Excel, Microsoft Office, office, Outlook, PowerPoint, Publisher, Word, multi-tasking, network, organizational skills, Assist patients, patient safety, personnel, problem solving, processes, programming, Project management, quality, Radio, Research, Retail, Retail Management, scheduling, shipping, phone, time management, Troubleshoot, troubleshooting, website, web page, written, articles

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Resume Overview

School Attended

  • Spec Howard School of Media Arts

Job Titles Held:

  • Technical Support Representative
  • Technical Support Representative
  • Home Health Aide
  • front desk
  • IT Help Desk Supervisor
  • President/Promotions Director
  • Front Desk Agent


  • U of D Mercy* Detroit, Michigan, USA Bachelors Hospitality and Retail: 2009 Detroit Workforce Development Department * Detroit, Michigan, USA Certificate in Hospitality and Retail Management
  • Certificate in Radio Broadcasting

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