LiveCareer-Resume

technical support specialist resume example with 19+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
Professional Summary

To secure gainful long term employment with a reputable company that focuses on the individual skill sets of their faculty. I am in search of a permanent career path rather than merely seeking a "job." A team atmosphere and pleasant work environment are conducive to any successful business, thus, that is what I am looking for to ensure my own personal growth & success as well.

Qualifications
  • Management Experience
  • Process improvement
  • Problem resolution
  • Staff education and training
  • Quality Assurance
  • Technical issues analysis
  • Team management
  • Business operations
  • Team building
  • Leadership
  • Client Database Management
  • MS Office
  • Application Installation
  • Remote Technical Assistance
  • Troubleshooting and Diagnosing
  • Technical Instruction
  • Component Replacements
  • Technical Support and Assistance
  • Hardware Upgrades
  • Desktop Component Repair
  • First Level Support
  • Remote IT Implementation
  • Diagnostic Protocol Implementation
  • Hardware and Software Configuration
  • Telephone Call Control
  • User Experience
  • Accurate Documentation
  • Hardware Evaluation
  • Local Area Network (LAN) Engineering
  • Organizational Skills
  • Issue Research
  • Technical Presentations
  • Microsoft Internet Explorer
  • Security+ Certification
  • Setup and Installation
  • Issue and Resolution Tracking
  • Data Connectivity
  • Employee Computer Support
  • Computer System Diagnostics Software
  • Information Updates
  • Voice and Data Service Migration
  • Computer Configurations
  • Hardware Repair
  • Troubleshooting Network Issues
  • Hardware and Software Repair
  • Microsoft Windows and Office
  • Microsoft Active Directory
  • Software Evaluation
  • Support End-Users
  • Computer Hardware Knowledge
  • Tech Support
  • Supporting VoIP
  • VPN Configurations
  • LAN and WAN Assessment
  • Friendly and Patient
  • Onsite Installations
  • Inventory Procedure Documentation
  • Customer Communication and Empathy
Work History
Technical Support Specialist, 07/2019 - Current
Chickasaw Nation Industries Colorado Springs, CO,
  • Explained technical information in clear terms to non-technical individuals to promote better understanding
  • .Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
  • Documented all transactions and support interactions in system for future reference and addition to knowledge base.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across four time zones.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
Case Management Specialist, 12/2017 - 06/2019
Metlife, Inc. Chandler, AZ,
  • This role entailed providing first contact support for residential and business customers to resolve all technical, service, billing, promotional, credit, clerical and customer service issues with their Verizon Wireless service.
  • My job duties required me to demonstrate exceptional customer service skills and problem solving abilities in order to exceed customers’ expectations and to maximize retention by taking ownership of customer reported issues.
  • Day to day activities entailed answering calls, generating trouble tickets and updating those tickets, as needed, until the issue was resolved.
  • This included acting as a research analyst in that I was responsible for reaching out to all parties involved in the case, researching all records, receipts and documentation in furtherance of a timely resolution.
  • Once underway, my typical time frame for resolution was 7-10 business days for any & all pending approvals or denials. Interface between all parties involved by effectively gathering the required information from customers and technicians or dealers.
Technical Support Specialist, 10/2016 - 12/2017
Chickasaw Nation Industries Dallas, TX,
  • My job duties included but were not limited to handling inbound and outbound calls that came from multiple points of origin.
  • I was responsible for not only sales & service, but also technical support, billing, account maintenance, creating new orders and modifying existing orders, mobile sales, internet troubleshooting, as well as debit & credit transactions.
  • In addition to these duties, my job entailed document upkeep, proper filing and maintenance of all records, calls, etc. in accordance with FCC and TCPA laws and guidelines.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
  • Documented all transactions and support interactions in system for future reference and addition to knowledge base.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across four time zones.
Assistant Call Center Manager, 06/2003 - 06/2016
Shakopee Mdewakanton Sioux Community Minneapolis, MN,
  • I operated a call center of 400+ employees with not only AT&T, but also such enterprises as Capitol One Credit, Health Care and Finance Administration and The United States Census Bureau.
  • I was responsible for all day to day operations of the center, managing our profit/loss division, scheduling, payroll, marketing and advertising as well as performance tracking for the center as a whole.
  • Coordinated all companies, business executives and site leadership teams by interacting effectively and establishing communication best practices.
  • Directed training and retraining of employees to boost performance and enhance business results.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Modernized and improved operational procedures to increase efficiency and profitability while tightly controlling costs such as labor and preventing waste.
  • Reviewed established policies and procedures to take on temporary leadership positions, motivate employees and facilitate smooth center operations.
  • My position also entailed all client monitoring to ensure quality standards were meeting contractual obligations for our vendors. My tenure ended after a major downsizing took place, resulting in the branch closing its’ doors for good in 2003.
Education
Associate of Science: Sociology, Expected in
-
Southeastern Illinois College - Harrisburg, IL
GPA:
Status -
High School Diploma: , Expected in
-
Goreville High School - Goreville, IL,
GPA:
Status -

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Resume Overview

School Attended

  • Southeastern Illinois College
  • Goreville High School

Job Titles Held:

  • Technical Support Specialist
  • Case Management Specialist
  • Technical Support Specialist
  • Assistant Call Center Manager

Degrees

  • Associate of Science
  • High School Diploma

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