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technical support specialist resume example with 4+ 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

Cybersecurity Specialist with passion for aligning security architecture plans and processes with security standards and business goals. Eager to contribute to developing and testing security posture of enterprise's software, hardware, networks, services and information while occupying the position of a Cybersecurity specialist.

Certifications

CompTIA Security+


,
Skills
  • Cryptography
  • Network Security
  • Information Security
  • Identity Management
  • Teamwork/Collaboration
  • Detail Oriented
  • Troubleshooting and diagnostics
  • Designing security controls
  • Developing security plans
  • Implementing security programs
  • Creative and critical thinking
  • Firewalls
Work History
Technical Support Specialist, 08/2019 to Current
Chase BrassMontpelier, Oh,
  • Evaluating incoming issues and giving assistance utilizing appropriate support information and documentation
  • Maintaining daily average of 90% first call resolutions for diverse range of technical issues across multiple systems and applications for customers and end-users across 3 time zones
  • Remoting into users' computers to troubleshoot and fix windows, hardware and network issues
  • Remoting into user's cellphones and tablet to troubleshoot and fix OS, applications and AirWatch related issues
  • Delivering support for Active Directory and Citrix
  • Troubleshooting, fixing and managing mobile devices in AirWatch Mobile Device Management
  • Troubleshooting and resolving connectivity, virtual private network, office 365, oracle and workday issues
  • Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions
  • Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team
  • Assisted customers in identifying issues and explained solutions to restore service and functionality
  • Engaged end users and answered questions via email, phone, website live chat and in forums
  • Configured hardware, devices and software to set up work stations for employees
  • Patched software and installed new versions to eliminate security problems and protect data
  • Documented repair processes and helped streamline procedures for future technical support actions
Customer Support Analyst, 05/2019 to 08/2019
Tyler TechnologiesJackson, MS,
  • Provided amazing customer experience by actively listening to and addressing software inquiries using variety of channels
  • Identified root cause of clients' software or system issues, used system analysis and testing techniques to solve low to complex application or system issues
  • Used Sage's Knowledge Base Support methodologies to efficiently resolve issues and contributed to Sage's knowledge capital by creating and modifying reusable solutions in knowledge base according to established procedures and policies
  • Used advisory approach to assist customers in realizing higher return on investment, greater insight into business activities, operating business more effectively, and improving business efficiency utilizing Sage products and services
  • Documented each customer contact using contact tracking systems in clear, concise, and understandable format
  • Managed over 30 customer calls per day with average of 85% first call resolutions
  • Escalated unresolved customer issues with all pertinent information included, to appropriate resources
  • Worked collaboratively and effectively within team of peers
  • Stayed current on technical and business knowledge in all assigned applications
  • Sought out opportunities to educate or share knowledge with team members
  • Actively participated in internal projects such as improvements to call flow processes, training development, capturing and maintaining knowledge capital, improving overall support skills, and improving customer service in department as assigned
IT Trainee, 01/2019 to 04/2019
Systemax Inc.Buford, GA,
  • Built virtual machines to run Windows 7 and Linux/Ubuntu operating system
  • Performed installation and configuration on laptops and mobile devices
  • Network, hardware, software, and operating systems troubleshooting
  • Adhered to best practices for safety by guarding against information theft and environmental hazards
  • Assembled computers and hardware components
  • Operated windows and Linux from the command line interface for performance and network troubleshooting
  • Setup Wake-on-LAN (WOL) by making configuration changes in BIOS and in windows
  • Captured packets with Wireshark
  • Knowledge of Active Directory
  • Troubleshot Windows, iOS, Airwatch, Andriod and Blackberry
  • Basic knowledge of MAC OS
  • Setup home network, implementing network security and Quality of Service (QoS)
  • Audio and video troubleshooting
Team Member, 06/2018 to 01/2019
Npc InternationalCrawfordville, FL,
  • Managed cash registers and troubleshot POS systems
  • Increased customer satisfaction, reviews and sales by 30%
  • Served diverse range of customers, managers, and colleagues while building strong relationships with them
  • Resolved issues prior to escalation
  • Multitasked while maintaining professionalism and courteousness in fast-paced environments
  • Worked with a team of 25 members to ensure that customers' needs were identified and greatly satisfied
  • Informally recognized as team leader with responsibilities of overseeing, coaching, mentoring new servers regarding menu items, company policies, and procedure
Education
Bachelor of Science: Mass Communication, Expected in 2016 to Babcock University - Ogun, Nigeria,
GPA:

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Resume Overview

School Attended

  • Babcock University

Job Titles Held:

  • Technical Support Specialist
  • Customer Support Analyst
  • IT Trainee
  • Team Member

Degrees

  • Bachelor of Science

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