technical support representative resume example with 9+ years of experience

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

Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call. Detail-oriented with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.

  • Tracking and Documentation
  • Software Diagnosis
  • Hardware and Software Repair
  • Data Connectivity
  • Hardware Diagnostics
  • Resolving Problems and Incidents
  • Troubleshooting Network Issues
  • Technical Troubleshooting
  • Call Center Operations
  • Remote Technical Support
Work History
Technical Support Representative, 08/2021 to 02/2022
Silkroad TechnologyDagsboro, DE,
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Translated complex technical issues into digestible language for non-technical users.
  • Assisted customers with product selection based on stated needs, proposed use and budget.
  • Used ticketing systems to manage and process support actions and requests.
  • Documented transactions and support interactions in system for future reference and addition to knowledge base.
  • Submitted service tickets for equipment maintenance requests.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and [Type].
  • Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
  • Managed high levels of call flow and responded to [Type] technical support needs.
  • Provided documentation on start-up, shut down and first-level troubleshooting of technical processes to support desk staff.
  • Identified potential sales and cross-selling opportunities in course of delivery of support services.
  • Wrote and reviewed tickets to request maintenance to various types of equipment.
  • Evaluated and responded to incoming sales leads and requests for technical support assistance.
  • Built and maintained internal knowledge bases for support products to expand available feedback and performance data.
Human Resources Assistant/Molding Machine Operator, 05/2014 to 07/2017
Gpm InvestmentsCity, STATE,
  • Operated machining equipment safely with team of operators.
  • Complied with company and OSHA safety rules and regulations.
  • Set up and ran machinery to produce exceptional products for industrial needs.
  • Assessed equipment after each production run and performed preventive maintenance to keep machines running smoothly.
  • Calibrated, tested, and adjusted machine settings or controls in preparation for production operations.
  • Updated daily production logs and informed management of production incidents or non-conformance issues.
  • Kept detailed production records and identified hold-ups.
  • Monitored machines during operation to detect sounds of malfunction or excessive vibration and adjusted machines to eliminate problems.
  • Read and interpreted blueprints and schematics for production runs.
  • Filed paperwork, sorted and delivered mail, and maintained office organization.
  • Organized new employee orientation schedules for new hires.
  • Assisted with on-boarding process of [Number] new hires in [Timeframe].
  • Prepared monthly termination lists to be added to permanent records.
  • Set up orientations and initial training for new employees.
  • Helped employees register for benefits programs using online portals.
  • Converted employee status from temporary to permanent.
Sandwich Artist, 08/2008 to 12/2016
SubwayCity, State,
  • Greeted guests, promoted specials and took orders.
  • Assisted customers in choosing menu items by providing food complementing information.
  • Organized freezers, refrigerators and storage rooms by receiving, recording and moving food and beverage supplies and products.
  • Trained team members to prepare sandwiches and other items according to instructions.
  • Met sales targets by encouraging customers to buy extra food items such as drinks, desserts and sides.
  • Shared information with customers about menu items, preparation methods and ingredients.
  • Interpreted food order slips per shift to prepare food according to customer orders.
  • Kept kitchen, counter and dining areas cleaned and sanitized.
  • Accurately operated cash register to process customer payments.
  • Performed serving, cleaning and stocking to high standards and provided excellent customer satisfaction.
  • Checked on dining areas frequently to clean up spills, wipe down tables and restock stations.
  • Properly labeled and stored food and fresh ingredients in cooler or freezer to optimize freshness.
  • Prepared salads, soups and sandwiches for customers.
  • Kept drawer balanced by accurately processing cash, credit and debit payments.
  • Replenished serving stations with fresh food and cleaned up spills.
  • Cooked batches of food according to standard recipes.
  • Filled out daily shift log to record amount of food prepared, used and leftover.
High School Diploma: , Expected in 05/2008 to Greenville High School - Greenville, AL

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Resume Overview

School Attended

  • Greenville High School

Job Titles Held:

  • Technical Support Representative
  • Human Resources Assistant/Molding Machine Operator
  • Sandwich Artist


  • High School Diploma

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