Technical Support Specialist resume example with 8+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,

Talented Computer User Support Specialist with a knack for finding solutions quickly and exceeding customer expectations. Seeking to bring 8 years experience resolving complex software and hardware issues to a fast-paced tech environment.


Microsoft Office Suite: 2003, 2007 and 2010, Windows XP, Vista, Windows 7, WordPerfect, Dell branded software, antivirus programs, and ticketing systems.

CompTIA A+, Security +, ITIL v3, and Dell branded equipment certifications

  • Troubleshooting proficiency
  • Exceptional telephone etiquette
  • Patient and diligent
  • Vast technical knowledge

Multiple technical awards for work performance.Received award for customer service recognition and ability to work well with the other team members.

07/2010 to 01/2016 Technical Support Specialist Zones, Inc. | Mclean, VA,
  • Salary: 18.73 USD Per Hour Hours per week: 40 Technical support on the Global Service Desk Level 3 support to the managers of the inbound service desk.
  • Aptitude to relate actual day-to-day work to business priorities.
  • Applies investigation, data gathering and diagnostic skills.
  • Understands detailed structured and unstructured problems.
  • Able to work on projects that require sound judgment.
  • Self-managed; seeks support as needed.
  • Gathers information and applies decisions based upon outcomes.
  • Able to speak and write in a succinct and clear manner.
  • Look at past situations and calculate the needs for the future.
  • Solves moderately complex customer issues on any product.
  • Provides first, second and third-level support in the inbound or outbound contact center.
  • Prioritize work based on time and complexity requirements- exercises sensitivity to due process and proper pacing.
  • Routes customers when appropriate to proper support queues.
  • Identify opportunities for process improvements that contribute to the achievement of business metric goals.
  • Modified software requirements for hardware through patches and software modifications to conform to functional needs.
  • Solves problems consistently and completely with minimum supervision.
  • Responsible for working to share strengths with peers.
  • Responsible for partnering with technician to obtain resolutions to complex technical issues- assists others deliver results.
  • First point of contact for customer escalations.
  • Orchestrates coordinates and oversees projects requiring multiple departments in varying geographic locations.
  • Versed in working between multiple departments both domestically and internationally.

Maintained composure and patience in face of difficult customer situations.Trained new employees and explained protocols clearly and efficiently.Researched issues on various computer systems and databases to resolve complaints and answer inquiries.Referred difficult issues to upper management while maintaining positive rapport with customer.Displayed courtesy and strong interpersonal skills with all customer interactions.Informed customers about issue resolution progress.Provided thorough support and problem resolution for customers.Assisted customers with technical issues via email, live chat and telephone.Responded to customer service emails in a timely and effective manner.Reported important problems to management.Handled a large volume of phone calls, chat and emails.Researched, resolved and followed up on customer issues.Maintained a calm, professional demeanor when faced with high demand, high volume workloads.Devised workarounds for problems.Reviewed support cases for technical and troubleshooting accuracy.Developed documentation for common processes for both support staff and end-users.Troubleshot hardware issues and worked with service providers to facilitate repairs.

08/2008 to 08/2010 Client/Small Medium Business Technical Support Specialist The Marlin Alliance | San Diego, CA,
  • Salary: 16.00 USD Per Hour Hours per week: 40 Technical support agent inbound phone queue for Computer and Printer support small and medium business Resolve customer concerns on Dell branded microcomputers and printers.
  • Provide routine information regarding technical matters Fix common problems by investigating the issue Perform first-level support in an inbound or out bound contact center Endeavor to improve customer experience essentials Put into practice basic technology and product knowledge Debugging system failures.
  • Identify which sort of problem you're looking at, and apply the appropriate techniques to eliminate the problem.
  • Break to fix case management Exceptional customer service.
01/2008 to 05/2008 Computer and Office Technology Instructor Great Basin College | City, STATE,
  • Salary: 600.00 USD Fee Basis Hours per week: 8 Instruct the following beginner classes: Microsoft Office Suite 2003, Microsoft Windows XP, and Computer Hardware.
  • Implement instructional activities that contribute to a climate where students are engaged in meaningful learning experiences Identifies, selects, and modifies instructional resources to meet the needs of the students with varying backgrounds, learning styles, and special needs Provides a positive environment in which students are encouraged to be actively engaged in the learning process Communicates effectively, both orally and in writing, with students, and other professionals on a regular basis Collaborates with peers to enhance the instructional environment.
04/2007 to 05/2008 Senior Information Technology (IT) Specialist Great Basin College | City, STATE, United States
  • Salary: 18.00 USD Per Year Hours per week: 40 Directed the daily operations of computers that function both as stand-alone single processor computer systems and as interlocking portions of the overall mainframe computer system for all departments of the campus.
  • Resolved complex processing issues and error conditions requiring complex processing software changes as the ever changing technologic demands of the campus grew.
  • Served as one of the office authority concerning the capabilities and potential of on-line applications and individual microcomputer programs used to support administrative, professional and classified efforts.
  • Subject Matter Expert (SME) serving the needs with local area network (LAN)/wide area network (WAN) for the entire campus.
  • Familiar with configuring routers, switches, servers; analyzing network performance; applying patches to servers and systems.
  • Develop and maintain relationships with administrative, classified, professional and technical staff responsible for network administration, maintenance, and security.
  • Strong interpersonal and communication skills.
  • Ability to work effectively with a wide range of people in a diverse community.
  • Dedicated customer service providing technical support to office personnel.
  • Setup, move, maintain, diagnose and repair; computers, peripherals, local area network (LAN), wide area network (WAN), Category 5 and 6 wiring, Fiber Optic cable, operating systems and applications.
  • Train and work with customers, supervisors, subordinates and peers.
  • Put into action extensive and diverse technology and product knowledge.
  • Inventory control and assessment; update and organize.
  • Writing and publishing technical support documentation and bets practice reference material.
  • Coordination with vendors to reach service level agreement.
Expected in 05/2008 Bachelor's Degree | Management Great Basin College, Elko, NV GPA: GPA: 3.73 Cum Laude

GPA: 3.73 Credits Earned: 129.5 Magna Cum LaudeDean’s list for GPA of 3.5 or aboveGraduated Magna Cum Laude 3.73 GPA

Expected in 05/1997 Associate's Degree | Computer Office Technology Great Basin College, Elko, NV GPA: GPA: 3.70 GPA: 4.00 Cum Laude
GPA: 3.70 GPA: 4.00 Credits Earned: 60. Semester hours Computer Office Technology Cum Laude
A+, administrative, antivirus, basic, cable, case management, interpersonal and communication, Computer Hardware, hardware, Resolve customer concerns, customer service, Debugging, Dell, documentation, functional, Inventory control, ITIL v, local area network, LAN, mainframe, microcomputers, Microsoft Office Suite, office, Windows 7, Microsoft Windows XP, Windows XP, network administration, network, operating systems, peripherals, personnel, Printer, printers, routers, servers, service level agreement, sound, structured, supervision, switches, Technical support, technician, phone, Vista, wide area network (WAN), wiring, WordPerfect

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

Your data is safe with us

Any information uploaded, such as a resume, or input by the user is owned solely by the user, not LiveCareer. For further information, please visit our Terms of Use.

Resume Overview

School Attended

  • Great Basin College
  • Great Basin College

Job Titles Held:

  • Technical Support Specialist
  • Client/Small Medium Business Technical Support Specialist
  • Computer and Office Technology Instructor
  • Senior Information Technology (IT) Specialist


  • Bachelor's Degree
  • Associate's Degree

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

*As seen in:As seen in: