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technical support representative resume example with 4+ years of experience

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Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000, resumesample@example.com
Summary

To obtain a technical support role where I can utilize my broad technical knowledge to identify, troubleshoot, and resolve user issues on a variety of devices while configuring devices, managing inventory, performing maintenance tasks, and updating documentation. Summary: I am a reliable and personable individual with 3-5 years of experience in a technical support role. My proven problem-solving and analytical skills have allowed me to troubleshoot, replace, and configure hardware, including PCs, mobile devices, servers, and other networking equipment. I possess strong knowledge of all Endpoint OS – Windows Operating Systems, MacOS, iOS, and common client‐side productivity application suites (Microsoft Office Suite, Office 365 environments, Adobe Acrobat, Adobe Creative Suite, etc.). I have experience using Endpoint management solutions such as JAMF, SCCM, MBAM, etc., and previous experience with ticketing systems such as ServiceNow to track time and status/resolution. I have reliable access to personal transportation, and I am willing to perform on-call duties and work overtime as required.

Skills
  • Hands-on experience with troubleshooting, replacing, and configuring hardware, including PCs, mobile devices, servers, and other networking equipment.
  • Strong knowledge of all Endpoint OS – Windows Operating Systems, MacOS, iOS.
  • Strong knowledge of common client‐side productivity application suites (Microsoft Office Suite, Office 365 environments, Adobe Acrobat, Adobe Creative Suite, etc.).
  • Proven problem-solving and analytical skills.
  • Ability to make sound judgment calls and escalate to senior resources when needed.
  • Able to lead conversations of a technical nature with end users who may not have any technical expertise.
  • Physically capable of lifting and carrying packaged computers, monitors, and other equipment.
  • Excellent attention to detail.
  • Ability to document processes and accept feedback.
  • Strong ability to work within a team environment.
  • Excellent communicator and personable.
Experience
05/2021 to 03/2023 Technical Support Representative Massmarkets | Unavailable, SD,
  • Processed service tickets and assigned them to appropriate service resources, as necessary
  • Maintained service ticket ownership throughout the life of the support incident
  • Escalated high-profile issues to the Service Desk Manager for appropriate handling and routing
  • Responsible for the overall administration of the desktop, laptop, and peripherals at a specific location
  • Installed, configured, and diagnosed client workstations and equipment
  • Provided advice and technical guidance to end users and technical resources as the situation warrants
  • Experience with using Endpoint management solutions such as JAMF, SCCM, MBAM etc.
  • Verified and diagnosed servers, network hardware, and other infrastructure issues with the help of escalation staff
  • Documented in detail the activities carried out as well as the technical information collected
  • Maintained the internal network cabling and cross-connects
  • Executed changes as required
  • Maintained network printer devices
  • Assisted with account management activities
  • Responsible for the use of the ticketing system to record all problems, incidents, and changes
  • Ensuring accurate resolution notes for each ticket
  • Identified and escalated production critical issues to the appropriate groups
  • Performed data backup and recovery at a user level, as required
  • Complied with internal controls and policies as applicable
  • Responsible for on-call/as-needed support for remote locations
  • Provided technical support for Windows 7/8/10, Mac OSX, iOS, Windows Server, Active Directory, DHCP
05/2020 to 03/2021 Cashier Supervisor Aids Healthcare Foundation | Falls Church, VA,
  • Greeted customers and responded to requests for information
  • Counted tills for beginning of shift with start money and balanced and reconciled register at end of shift
  • Processed exchanges and returns by inputting in company database
  • Trained employees on cash drawer operations and customer service protocols to carry out assigned tasks
  • Resolved customer problems by investigating issues, answering questions, and building rapport
  • Reconciled registers to prepare daily bank deposits
  • Tracked company inventories, moved excess stock, and arranged products to improve sales
  • Processed payments promptly for customers to exceed productivity standards
  • Authorized discounts and special actions to resolve customer disputes and maintain satisfaction
  • Verified customer age requirement for alcohol or tobacco purchases
  • Assisted management with developing and managing employee improvement strategies to encourage exceptional performance from staff
  • Performed merchandising and signage updates during weekly and seasonal promotional changes
  • Inventoried stock and placed new orders to maintain supplies for expected demand
03/2016 to 05/2018 Technical Support Representative Massmarkets | Unavailable, TX,
  • Provided primary customer support to internal and external customers in a fast-paced environment
  • Answered customer telephone calls promptly to avoid on-hold wait times
  • Educated customers on promotions to enhance sales
  • Fielded customer questions regarding available merchandise, sales, current prices, and upcoming company changes
  • Quickly and accurately answered customer questions, suggested effective solutions, and resolved issues to increase customer satisfaction by 100%
  • Assisted customers with various types of technical issues via email, live chat, and telephone
  • Served as first point of contact for incoming technical service calls and emails
  • Walked customers through common phone hardware and software configurations to maximize service functionality
  • Supported customers with online billing, access, and account issues
  • Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control, and other tools
Education and Training
Expected in to to PG Diploma | Web Application Montreal College Of Information And Technology, Montreal, QC GPA:
Expected in to to Bachelor Of Technology | Civil Engineering Jawaharlal Nehru Technological University, Hyderabad, Telangana, GPA:

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Resume Overview

School Attended

  • Montreal College Of Information And Technology
  • Jawaharlal Nehru Technological University

Job Titles Held:

  • Technical Support Representative
  • Cashier Supervisor
  • Technical Support Representative

Degrees

  • PG Diploma
  • Bachelor Of Technology

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