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Technical Support Specialist Resume Example

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TECHNICAL SUPPORT SPECIALIST
Summary

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.

Highlights

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
Accomplishments

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

Experience
Technical Support Specialist
August 2010 to February 2016Dell, Inc － Oklahoma City, OK
  • 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.

Client/Small Medium Business Technical Support Specialist
August 2008 to August 2010Dell, Inc － Oklahoma City, OK
  • 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.
Computer and Office Technology Instructor
January 2008 to May 2008Great Basin College － Elko, NV
  • 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.
Senior Information Technology (IT) Specialist
April 2007 to May 2008Great Basin College － Elko, United States, NV
  • 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.
Education
Bachelor's Degree : Management, 05/2008Great Basin College － Elko, NV, United StatesGPA: 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

Associate's Degree : Computer Office Technology, 05/1997Great Basin College － Elko, NV, United StatesGPA: GPA: 3.70 GPA: 4.00 Cum LaudeGPA: 3.70 GPA: 4.00 Credits Earned: 60. Semester hours Computer Office Technology Cum Laude
Skills
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
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Resume Overview

Companies Worked For:

  • Dell, Inc
  • Great Basin College

School Attended

  • 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

Degrees

  • Bachelor's Degree : Management , 05/2008
    Associate's Degree : Computer Office Technology , 05/1997

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