technical support specialist resume example with 20+ years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK Home: (555) 432-1000 - Cell: - resumesample@example.com - : - -
Career Overview
Superior customer service, training and support services abilities Adapts quickly to changing technologies and customer needs with a high stress tolerance Leadership responsibilities granted through documented successes and earned promotions in team environments Strong verbal and written communication skills and ability to provide attention to details Ability to prioritize tasks and remain focused on the essence of an issue Proficient with the Microsoft Office suite including Outlook and Visio Accomplished project management practice
Core Strengths
Guest services
Inventory control procedures
Merchandising expertise
Loss prevention
Cash register operations
Product promotions
Accomplishments
Work Experience
10/2012 to Current
Technical Support SpecialistAmerican Council On Education – Washington, DC,
Acquire in-depth product knowledge of Appareo System products and services Provide product support to customers both internally and externally ensuring that all support cases were properly documented Provide status reports and metrics on support issues and/or defects Responsible for problem management Provide input to the Support Director and development to establish and promote best practices, standards and processes for support and development.
05/2011 to 02/2012
Requirements AnalystGeneral Dynamics – Egg Harbor Township, NJ,
Focused on the planning, facilitating, capturing and managing of business requirements using the SDLC project methodology Reviewed business requirements and clarified information to assist in the development of new processes that provide solutions Document requirements and lead the requirements overview with all project stakeholders Coordinate implementation activities between all necessary internal and external departments to ensure projects are implemented correctly and on schedule Actively sought out process improvements identified through problem solving processes and lessons learned through project work Facilitated internal project hand-offs during all project stages.
12/2010 to 05/2011
Microsoft SharePoint Support EngineerDean Health – Saint Louis, MO,
Demonstrated commitment to high level customer service and satisfaction.
Collaboration with team members and independent research to resolve customer issues.
Manage customer cases with a minimum case escalation.
03/2009 to 09/2010
Application AnalystInnovis Health – City, STATE,
Coordinated activities of assigned projects and particular phases of two separate application implementations for the Emergency Department.
Performed analysis, design, development and maintenance to each of the Emergency Department applications.
Maintained system documentation and developed system specifications and procedures.
Provided training and support to system end users.
10/2008 to 01/2009
SAP EDI System AnalystBorder States Electric Supply – City, STATE,
Responsible for SAP configuration to maintain and support Border States' EDI inventory and payment tracking.
Cost justification and change/upgrade testing responsibilities.
Cooperated with other System Analysts on team projects to find ways where technology could enhance business processes.
12/2006 to 10/2008
Inventory Returns CoordinatorBorder States Electric Supply – City, STATE,
Monitor and supervise customer returns operation, processing and performance.
Develop and manage process and procedures to track all product returns and repairs, including warranted and non-warranted equipment.
Identify and recommend RMA process improvement and cost reduction opportunities.
Understanding of customer inventory purchases and returns billing business processes.
07/2002 to 06/2006
Senior Help Desk Representative and MentorSEI CCS – City, STATE,
Promoted from Help Desk Representative demonstrated by my strong customer service, troubleshooting abilities and leadership skills in a team environment.
Diagnose and resolve external clients' technical hardware and software problems promptly with accuracy and courtesy.
Exceeded management's customer service standards.
Assist in the training and continued education of employees.
07/1998 to 07/2002
Customer Service Representative and CoachU.S. Bank – City, STATE,
Provided accurate, courteous, and prompt customer service to customers concerns.
Exceeded management's customer service standards by demonstrating success in a team environment.
Assisted in the training of newly hired employees.
Built strong customer service skills and experience.
Educational Background
Expected in to to
Bachelor of Science: Management Information Systems University of Mary - , GPA:
Management Information Systems
Skills
billing, business processes, hardware, cost reduction, clients, customer service, customer service skills, EDI, Help Desk, inventory, leadership skills, Director, managing, problem solving, process improvement, processes, repairs, research, SAP, SDLC, system documentation, troubleshooting, upgrade
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