Technical Support Representative Resume Example Company Name

Malika

Hardy

Professional Summary

Computer User Support Specialist 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.

First-rate Technical Support Representative with 3years of experience offering outstanding support to users of various levels. Exceptional skills and knowledge in iOS, Windows and subject matter expert on Macintosh . Established reputation as sharp technology expert when working with customers to identify and deploy solutions.

Skills

Windows 10
Mac Systems
Data Recovery
Technical Support
Troubleshooting Technical Issues
Customer Complaint Resolution

Hardware and Software Installation
Technical issues analysis
Desktop support
Adobe and Adobe Flash
Customer service expert
Application support

Education

Potomac High SchoolCity, State06/2010Diploma

Aveda Institute - CovingtonCity, State09/2018Cosmetology

Strayer UniversityCity, State08/2016Bachelor Of Business Administration:Business Administration And Management

Work History

Company Name - Technical Support Representative
City, State05/2020 - Current

Documented all transactions and support interactions in system for future reference and addition to knowledge base.
Provided Tier 1 IT support to non-technical internal users through desk side support services.
Wrote and reviewed tickets to request maintenance to various types of equipment.
Monitored systems in operation and input commands to troubleshoot areas such as NVRAM and Install OS.
Configured hardware, devices and software to set up work stations for employees.
Managed customers' expectations of support and technology functionality in order to provide positive user experience.
Provided documentation on start-up, shut down and first-level troubleshooting of technical processes to support desk staff.
Managed high levels of call flow and responded to Macintosh technical support needs.
Processed over 10 support requests weekly for technical assistance on wide range of issues related to Macintosh and Windows.
Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
Installed, modified and repaired software and hardware to resolve technical issues.
Analyzed Hardware and Software issues to identify troubleshooting methods needed for quick remediation.
Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
Submitted service tickets for equipment maintenance requests.
Assisted customers in identifying issues and explained solutions to restore service and functionality.
Removed malware, ransomware and other threats from laptops and desktop systems.
Identified and solved technical issues using variety of diagnostic tools and tactics.
Resolved escalated issues by serving as subject matter expert on wide-ranging issues related to Macintosh.

Company Name - Customer Service Representative
City, State04/2019 - 02/2020

Provided primary customer support to internal and external customers in fast-paced environment.
Answered customer telephone calls promptly to avoid on-hold wait times.
Answered constant flow of customer calls with up to 100 calls in queue per minute.
Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
Entered customer interaction details in Core to track requests, document problems and record solutions offered.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Responded to customer requests for products, services and company information.
Collected customer feedback and made process changes to exceed customer satisfaction goals 100%.
Offered advice and assistance to customers, paying attention to special needs or wants.
Consulted with outside parties to resolve discrepancies and create effective solutions.
Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
Evaluated account and service histories to identify trends, using data to mitigate future issues.
Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations.
Recommended Repair services and sales options to customers, thoroughly explaining details.

Company Name - Customer Service Representative
City, State06/2018 - 03/2019

Provided primary customer support to internal and external customers in fast-paced environment.
Answered constant flow of customer calls with up to 100 calls in queue per minute.
Answered customer telephone calls promptly to avoid on-hold wait times.
Leveraged sales expertise to promote phones, tablets and computers to capitalize on upsell opportunities.
Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Boosted sales revenue by skillfully promoting diverse options.
Drove team revenue totals by bringing in over $30,000 in sales over the length of my employment.
Recommended phones, tablets and computers to customers, thoroughly explaining details.
Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations.

Company Name - Security Officer
City, State03/2018 - 01/2019

Oversaw daily monitoring and patrolled buildings, grounds, and work sites.
Protected facility and property guests by regularly circulating premises and monitoring surveillance feeds.
Executed security rules and procedures and calmly and promptly escorted non-compliant individuals out of building.
Monitored and authorized entrance and departure of vehicles, cargo trucks and visitors.
Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
Checked identification of all persons entering and exiting facility to eliminate unauthorized visitors.
Reviewed camera and system feeds and alerted proper respondents regarding discrepancies.

Resume Overview

School Attended

Potomac High School
Aveda Institute - Covington
Strayer University

Job Titles Held:

Technical Support Representative
Customer Service Representative
Security Officer

Degrees

Diploma
Cosmetology
Bachelor Of Business Administration : Business Administration And Management

Technical Support Representative Resume Example

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