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Technical Support Specialist Resume Example

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TECHNICAL SUPPORT SPECIALIST
Summary

Upbeat, customer-focused Sales Associate with 7 years of experience in retail environments. Flexible and approachable, with strong organizational and time management skills.

I am able to deliver memorable guest experience through welcoming interactions and extensive product knowledge. Hardworking and knowledgeable, well-versed in using scripts and personal expertise to address diverse customer concerns. Self-motivated and independent in sourcing and implementing solutions. Good conflict mediation and multitasking abilities.

Cheerful and upbeat customer service professional with history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.

Skills
  • Application installations
  • Troubleshooting and Diagnosing
  • Hardware upgrades
  • Remote desktop services and support
  • Exceptional telephone etiquette
  • Service desk support
  • Customer support needs assessment
  • Call center experience
Experience
IT Analyst
Columbus, OHNationwide Insurance/Oct 2020 to Nov 2020
  • Maximized information sharing by optimizing interface linking different computer systems.
  • Troubleshot and resolved problems with programs and systems.
Technical Support Specialist
Grove City, OHExpresspoint Technology Services Inc./Apr 2019 to Oct 2020
  • Worked with supervisors via live chat to address customer inquiries or technical issues beyond scope of expertise.
  • Conferred with vendors to obtain replacement hardware or software and escalate more complex concerns.
  • Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
  • Set up new desktop systems and configured laptops for incoming employees, loading required software and server permissions.
  • Multitask across systems and applications and resolved broad range of technical issues.
  • Observed system functioning and entered commands to test different areas of operations.
  • Documented and updated case notes for each customer and work order.
Production Operator
Columbus, OHIntelisol Inc./Oct 2018 to Mar 2019
  • Troubleshot problems with equipment to make repairs or report diagnostics to supervisors.
  • Boxed, labeled and moved items to keep production lines moving swiftly.
  • Recognized defective material and reported issues to management to facilitate prompt resolution.
  • Volunteered to take on additional shifts during peak periods to keep projects with tight deadlines moving forward.
  • Attended all company-offered training sessions to improve skills and learn operation of new machines.
Customer Service Representative
Columbus, OHAlliance Data Systems/Jan 2015 to Apr 2017
  • Assisted approximately 20 customers each hour with questions and concerns about their account.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Documented conversations with customers to track requests, problems and solutions.
  • Delivered high level of service and support to each customer, paving way for future business opportunities.
  • Educated customers on special pricing opportunities and company offerings.
  • Answered 100+ inbound calls per day and directed to designated individuals or departments.
  • Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
Manager
Columbus, OHChurches Chicken/Aug 2012 to Nov 2015
  • Opened and closed store by processing daily paperwork, balancing register drawers, producing staffing schedules and preparing deposits.
  • Trained current employees on additional job positions to maintain coverage of roles at all times.
  • Conducted inventory counts by assessing current state of inventory integrity against target accuracy levels and tracking variances.
  • Assigned tasks to associates to fit skill levels and maximize team performance.
  • Received, filed and processed paperwork and documents for on-boarding employees.
  • Organized and maintained payroll information by entering data, deleting errors, calculating and collecting information.
  • Classified, sorted and filed correspondence, articles, records and other documents to maintain organized filing system.
  • Prepared manual checks and initiated direct deposits for 15 employees.
  • Gathered timesheets to prepare weekly payroll data for processing by payroll coordinator.
  • Monitored sales events to protect products, added new merchandise and rang up purchases.
  • Resolved issues with cash registers, card scanners and printers.
  • Contributed abilities during heavy work periods and to cover missing employees to uphold strong service levels for customers.
  • Taught employees use of registers, merchandising of stock and satisfaction of diverse customer needs.
Education and Training
Bachelor of Arts: Psychology Human Services Tiffin UniversityTiffin, OH
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Resume Overview

Companies Worked For:

  • Nationwide Insurance
  • Expresspoint Technology Services Inc.
  • Intelisol Inc.
  • Alliance Data Systems
  • Churches Chicken

School Attended

  • Tiffin University

Job Titles Held:

  • IT Analyst
  • Technical Support Specialist
  • Production Operator
  • Customer Service Representative
  • Manager

Degrees

  • Bachelor of Arts : Psychology Human Services

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