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Technical Support Specialist Resume Example

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TECHNICAL SUPPORT SPECIALIST
Summary

Dedicated employee known for punctuality, pursuing employment options where great work ethics, positive attitude, and my skills will make a difference.

Experience
Technical Support Specialist|Company Name - City, State|12/2020 - Current
  • Assisting, researching, resolving, and de-escalating customer issues and devices
  • Implement new information and procedures efficiently and professionally through Excel's SharePoint
  • Deliver a consistent level of quality on all calls and issues, encompassing the “white glove experience”
  • Concentration and strong understanding of advanced troubleshooting for all Ring products
  • Analyze tickets for trends in customer issues and report to the trending teams
  • Utilize multiple systems to access customer information, research issues, and educate customers
  • Develop and implement scalable solutions to support Key for Business' mission
  • 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.
  • Utilized past training in Data Analysis to build a tracking tool in Excel's SharePoint for trending teams.
  • Monitored service orders to completion and closed service tickets.
  • Documented repair processes and helped streamline procedures for future technical support actions.
  • Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions.
Daily Operations Coordinator|Company Name - City, State|01/2015 - 02/2020
  • Resolved over 180 ticketing problems per day and provided exceptional client support utilizing CSM software Resolved conflicts and negotiated mutually beneficial agreements between parties.
  • Collaborated with area managers to evaluate needs and optimize operational plans.
  • Devised, deployed, and monitored processes to boost long-term business success and increase profit levels up to 50%.
Web Designer|Company Name - City, State|11/2018 - 11/2019
  • Updating current websites for at LV.Net and LasVegas.Net and translating both websites from English in Spanish in its entirety utilizing Excel, PHP, and Photoshop.
  • Created web images in alignment with company message, including strategically using visuals to highlight featured products and services and producing content that converts users to purchasers.
  • Checked copywriting, image design, banners and other features for blending within site content and reviewed graphics for cohesive aesthetics.
  • Tested site compatibility across multiple browsers and devices, uncovering and debugging issues and addressing inconsistencies.
  • Addressed user interface issues reported by site visitors, creating remedial measures to smooth interaction and correct weaknesses.
  • Liaised with managers and developers to track and respond to performance of existing sites.
  • Promoted company's mission and vision through creation of web images and visuals focused on key products and services.
  • Developed site content and graphic by coordinating with copywriters and graphic artists.
Bilingual Customer Support Representative|Company Name - City, State|11/2018 - 11/2019
  • Upheld high standards of customer services by responding to inquiries, needs and problems.
  • Documented conversations with customers to track requests, problems and solutions.
  • Assessed customer account information to determine current issues and potential solutions.
  • Analyzed customer complaints and service trends to identify and correct systematic issues.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Applied consultative approach to collect information on customer service, account and technical concerns.
  • Shared detailed information regarding options to help customers make decisions.
  • ‪Responded quickly to customer inquiries, needs and problems.‪
Education and Training
Thinkful|City|09/2020Certification: Data Analytics

Studied with a cohort, at an accelerated pace. Graduated in a few short months as a Certified Data Analyst. Capstone Projects are available through secured links.

Washington Bible College And Capital Bible Seminary|City, State|05/2004Bachelor of Arts: Business Administration
Computer Training Academy|City|08/2009MCTS Certification: Microsoft Certified Trainer
Skills
  • Data mining
  • Communication
  • Organizational skills
  • Active listening
  • Data management
  • Conflict resolution
  • Data conversion and migration
  • Python
  • Data testing
  • Microsoft SQL
  • Presentations
  • Customer needs assessment
  • Proficient in HTML
  • Design and development
  • UI/UX
  • Microsoft Office
  • Troubleshooting
  • PowerPoint Presentations
Languages
Spanish:
Native/ Bilingual
Spanish:
Native/ Bilingual
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Resume Overview

School Attended

  • Thinkful
  • Washington Bible College And Capital Bible Seminary
  • Computer Training Academy

Job Titles Held:

  • Technical Support Specialist
  • Daily Operations Coordinator
  • Web Designer
  • Bilingual Customer Support Representative

Degrees

  • Certification : Data Analytics
    Bachelor of Arts : Business Administration
    MCTS Certification : Microsoft Certified Trainer

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