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technical support representative resume example with 1+ years of experience

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

Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.

Accomplishments

I served in the United States Army as a M1 Tank Mechanic.

Skills
  • TCP/IP
  • Technical Writing
  • Data Recovery
  • Troubleshooting Technical Issues
  • Customer Complaint Resolution
  • Wide-area Networks
  • Network diagnostics
Work History
03/2022 to Current
Technical Support Representative Adt Security Services Elgin, TX,
  • Translated complex technical issues into digestible language for non-technical users.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Used ticketing systems to manage and process support actions and requests.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Managed high levels of call flow and responded to wireless technical support needs.
  • Documented support interactions for future reference.
  • Researched product and issue resolution tactics to address customer concerns.
  • Explained security measures in simple terminology to help users understand malware and phishing threats.
  • Identified potential sales and cross-selling opportunities and informed supervisor.
  • Researched and identified solutions to technical problems.
  • Monitored system performance to identify potential issues.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Offered assistance in implementing and developing training programs.
03/2021 to 12/2022
Customer Service Associate Marshall Retail Group Nashville, TN,
  • Developed and actualized customer service initiatives to decrease wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Informed customers about special promotions and provided detailed information for various products.
  • Responded to customer calls and emails to answer questions about products and services.
  • Solved problems with products and services by providing customers with technical support.
  • Provided product and service recommendations to guide customers on products to meet varying needs.
  • Handled billing and payment issues following guidelines, resolving disputes properly.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Provided customer feedback to management and identified areas of improvement for products and services.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Kept detailed records of customer interactions to track and resolve issues quickly.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
03/2021 to 12/2021
Desktop Support Technician Salient Crgt Rockville, MD,
  • Collaborated with business partners and internal stakeholders to optimize scheduling of repair and upgrade jobs, minimizing resource availability disruptions.
  • Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
  • Obtained and evaluated information about new systems, peripherals and software technology.
  • Enhanced helpdesk ticketing system, resulting in [Number]% reduction in support call turnaround time.
  • Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and [Type] policies.
  • Learned and implemented new software testing procedures.
  • Authored detailed documentation on service call resolutions, providing valuable data on both personnel performance and effective remediation techniques.
  • Worked with various systems, software and peripherals and various types of games.
  • Installed and configured operating systems and applications.
  • Installed, configured and maintained computer systems and network connections.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Monitored system performance to identify potential issues.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Created user accounts and assigned permissions.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Researched and identified solutions to technical problems.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Offered assistance in implementing and developing training programs.
Education
Expected in 01/2011
Associate of Applied Science: Diesel Technology
Universal Technical Institute of Arizona Inc - Avondale, AZ
GPA:

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Resume Overview

School Attended

  • Universal Technical Institute of Arizona Inc

Job Titles Held:

  • Technical Support Representative
  • Customer Service Associate
  • Desktop Support Technician

Degrees

  • Associate of Applied Science

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