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Technical Support Specialist Resume Example

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TECHNICAL SUPPORT SPECIALIST
Professional Summary

First-rate Technical Support technician with 13 years of experience offering outstanding support to users of various levels. Exceptional skills and knowledge in audio video, desktop support, and subject matter expert on Jamf School. Established reputation as sharp technology expert when working with customers to identify and deploy solutions.

Work History
Educational Service Unit #3- Technical Support Specialist
Omaha, NE07/2013 - Current
  • 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.
  • Removed malware, ransomware and other threats from laptops and desktop systems.
  • Configured hardware, devices and software to set up work stations for employees.
  • Provided troubleshooting techniques in integrating professional audio/video systems.
  • Commended by management for continuous punctuality and superior performance.
  • Monitored and repaired audio, video, control systems and video conferencing equipment.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Managed Jamf School mobile device manager for 150+ devices
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Explainedtechnical information in clear terms to non-technical individuals to promote better understanding.
AVI Systems- Audio Video Sales
Omaha, NE01/2012 - 07/2013
  • Established beneficial professional networks and partnerships to gain insight and campaign support resulting in long-term business relationships.
  • Met frequently with technical, product management and service personnel to stay current on company offerings and business policies.
  • Served as liaison for company, clients and referred prospects regarding inquiries, issues, order management, post-sales follow-up and customer relations.
  • Expanded customer base 20% and boosted profit 15% in 1 year.
  • Drove business development through proactive networking and relationship-building strengths.
  • Increased revenue by acquiring new customers and determining needs to offer relevant products.
  • Created professional sales presentations and seminars to effectively demonstrate product features and competitive advantages.
  • Showcased product features to customers and discussed technical details to overcome objections and lock in sales.
AVI Systems- Audio Video Installer
Omaha, NE01/2007 - 01/2012
  • Maximized performance by monitoring daily activities and mentoring team of 5 associates.
  • Trained 8 new employees according to company standards.
  • Adhered to safety protocols while installing projectors, displays and speakers.
  • Interpreted technical data from drawings, blueprints, schematics and service manuals.
  • Provided troubleshooting techniques in integrating professional audio/video systems.
  • Increased customer satisfaction by resolving technical support issues.
  • Resolved conflicts and negotiated mutually beneficial agreements between parties.
  • Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
  • Interpreted technical data from drawings, blueprints, schematics and service manuals.
  • Rendered on-site installation services and support of basic to complex audio and video systems for residential and commercial based clientele.
  • Led crew of audio-video installation team members.
United States Marine Corp- Fire Team Leader
Camp Pendelton, CA10/2000 - 09/2004
  • Preserved order and discipline among subordinates and gave assignments and instructions.
  • Performed as fire team member during situational training exercises and all infantry dismounted battle drills.
  • Responded to emergencies with speed, efficiency and knowledgeable assistance.
  • Taught personnel to mitigate environmental hazards and properly use personal protective equipment such as chem gear for battle scenarios.
  • Trained personnel in de-escalation and conflict resolution techniques for use in foreign national negotiations and cooperative actions.
  • Identified issues between soldiers and successfully resolved problems through active listening and interpersonal communication.
Painting, illustration, graphic design

In my off time, I am an avid artist with skills in abstract painting, illustration and graphic design of t-shirts and logos.

Skills
  • Performance Optimization
  • Desktop Component Repair
  • Software Debugging
  • System Provisioning
  • Desktop support
  • Mac systems
  • Technical issues analysis
  • Adobe and Adobe Flash
  • Customer service expert
  • Complaint resolution
  • Application support
  • Staff education and training
  • Software diagnosis
  • MS Office
  • Problem resolution
Education
Bellevue UniversityBellevue, NE05/2015Bachelor of Science: Business Management
  • Coursework in Strategic Management, Business Requirements and Analysis and Project Management
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Resume Overview

Companies Worked For:

  • Educational Service Unit #3
  • AVI Systems
  • United States Marine Corp

School Attended

  • Bellevue University

Job Titles Held:

  • Technical Support Specialist
  • Audio Video Sales
  • Audio Video Installer
  • Fire Team Leader

Degrees

  • Bachelor of Science : Business Management

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