technical support specialist resume example with 9+ years of experience

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

Meticulous Technical Support Representative keen to help customers maximize product impact and usability. Amiably replies to all customer queries and consistently resolves client issues. Easily conveys technical information to diverse audiences. Committed to improving user satisfaction numbers by troubleshooting in fast-paced environments.

  • Analytical and Methodical
  • Incoming Call Management
  • User Training
  • Tracking and Documentation
  • Problem-Solving
  • Technical Troubleshooting
  • Project Coordination
  • Customer Service Support
Technical Support Specialist, 12/2013 - 03/2016
Butterfly Network Boston, MA,
  • answered the phones/e-mails and support customers on our system level products, LEDs and commercial products
  • Troubleshoot and diagnose use issues regarding Lutron systems
  • Document problems and solutions in a central database, escalating them when necessary
  • Communicate effectively with other departments to meet customer needs
  • Develop technical expertise regarding Lutron products, systems and services
  • Participate and run the day-to-day operation of LED Team
  • Interact with current and future customers as the one-stop solution on product education, selection and compatibility
  • Leveraged problem solving and communication skills to understand customers’ needs, troubleshoot any issues and propose the best solution
  • Worked through the organization as the voice of the customer to provide product feedback and grow network
  • Utilize creative and “outside of the box” thinking skills to propose solutions to the challenges of business
Field Applications Specialist, 09/2011 - 12/2013
Hamilton Company CA, State,
  • Commission and Troubleshoot the most advanced lighting control systems
  • drive for excellence in customer satisfaction, enjoy solving complex problems, and have a passion for innovative technology.
  • key part of our expanding Field Service team as the Lutron expert at customer sites ensuring advanced lighting systems are commissioned properly and serviced post-installation.
  • integral part of our customer-focused business model
  • developing a working knowledge of Lutron systems and supporting our customers.
  • proficient in servicing all Lutron Systems while following field service procedures
  • Troubleshoot and repair of commercial systems installations
  • Coordinate with on-site contractors and facility managers to ensure proper system installation
  • Focus on lifecycle product service (troubleshooting, repair, training end-users, and upgrades)
  • Worked independently from home office to accommodate the ever changing needs and priorities of customers
  • Serve as a technical expert for legacy systems and products
  • Understand Lutron business, customers, and sales channels for positive interaction with all parties
  • Stay aligned to Lutron’s culture and values Be passionate Be flexible and adaptable to changing markets Be an innovative thinker Be customer focused Be ethical Qualifications
  • Experience with troubleshooting electrical systems
  • Computer networking experience
  • Highly organized and accustomed to a fast-paced work schedule
  • Strong leadership and training skills
  • The ability to professionally interface with a wide range of customers from contractors to specifiers
  • The ability to work independently with minimal supervision
Unmanned Aerospace System Sensor Operator, 02/2011 - 07/2013
United States Air Force Reserve City, STATE,
  • perform duties as a mission crew member on unmanned aerospace systems.
  • employ airborne sensors in manual or computer-assisted modes to actively complete missions.
  • acquire, track and monitor airborne, maritime and ground objects.
  • conduct operations and procedures in accordance with Special Instructions (SPINS), Air Tasking Orders (ATO) and Rules of Engagement (ROE)
  • assist UAS pilots through all phases of employment to include mission planning, flight operations, and debriefings.
  • continually monitor aircraft and weapons systems status to ensure lethal and non-lethal application of airpower.
  • conduct reconnaissance and surveillance missions over potential targets and areas of interest.
  • Detects, analyzes and discriminates between valid and invalid targets using synthetic aperture radar, electro-optical, low-light, and infrared full-motion video imagery, and other active or passive acquisition and tracking systems.
  • receive target briefs for weapons delivery using co-ordinates as well as other mission-relevant information
  • research and study target imagery and friendly and enemy battle.
  • look at the offensive and defensive capabilities from various sources to assemble target source and information.
  • work to locate forces and determine the hostile intentions and possible tactics of the enemy.
  • perform pre-flight mission planning.
  • work with unified combatant command and theater rules of engagement.
  • understand tactics, techniques, and procedures (TTP) for friendly and enemy Air Order of Battle assets.
  • operate mission planning ancillary equipment to initialize information for download to airborne mission systems.
  • use laser targeting or marking systems that provide target identification and illumination for weapons delivery.
  • conduct Battle Damage Assessments (BDA) engagement and communicate these findings up-channel for potential reattachment with the target.
  • Participates in post-flight debriefing to establish mission accomplishments and potential procedural development.
  • Conduct reconnaissance and surveillance of potential targets and areas of interest
  • Discriminate between valid and invalid targets using radar, electro-optical, low-light, infrared video imagery and other tracking systems
  • Assist RPA pilots through all phases of mission
  • Expired Top Secret security clearance
  • Assists in air navigation, Air Order of Battle (AOB) integration, fire control planning, and determining effective weapons control and delivery tactics to achieve overall mission objectives.
  • Receives target briefs (9-liners) for weapons delivery.
  • Conducts immediate first phase Battle Damage Assessments (BDA) for up-channel coordination and potential reattach.
  • Operator utilizes laser target marking systems to provide target identification and illumination for onboard weapons delivery, and in support of other combat assets.
  • responsible for terminal weapons guidance.
  • Performs pre-flight and in-flight mission planning activities in accordance with unified combatant command and theater rules of engagement.
  • Researches and studies target imagery, friendly and enemy orders of battle, and offensive and defensive capabilities from various sources.
  • Assembles target information, locates forces, and determines hostile intentions and possible tactics.
  • Conducts initial, qualification, upgrade and continuation training for mission crew members.
Precision Measurement Equipment Laboratory Tech, 02/2007 - 02/2011
United State Air Force City, STATE,
  • Compared samples to standards and specifications by performing detailed measurements and tests.
  • Weighed or measured materials, equipment or products using volume meters, scales, rules, or calipers.
  • Demonstrated self-reliance by meeting and exceeding workflow needs.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Improved operations by working with team members and customers to find workable solutions.
  • Juggled multiple projects and tasks to ensure high quality and timely delivery.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Utilized standard formulas to prepare measurement tables and conversion charts.
  • Measured materials and equipment to track volume meters, scales, rules and calipers.
  • Removed damaged and defective stock products, communicating discrepancies or shortages to supervisor.
  • Inspects, aligns, troubleshoots, and repairs PMEL standards, common and weapon system peculiar TMDE.
  • Inspects TMDE for preventive maintenance, cleanliness, and safety requirements.
  • Performs equipment maintenance using theories of operation, block diagrams, schematics, logic trees, and software diagnostics.
  • Isolates malfunctions to component level.
  • Responsible for calibrating and certifying TMDE to technical data specifications ensuring traceability to Air Force Reference Standards.
  • Records and reports maintenance data; prepares technical order improvement reports, special training requests, training quality reports, and modification proposals.
  • Tracks equipment warranties.
  • Provides training and manages technical order distributions.
  • Handles, labels, and disposes of hazardous materials and waste according to environmental standards.
  • Plans, organizes, and coordinates mission support requirements.
  • Collects and analyzes maintenance data and performs trend analysis.
  • Identifies mission essential TMDE and its impact on workload.
  • Coordinates lateral support, command certification, or contract services.
  • Evaluates procedures for storage, inventory, and inspection of property.
  • Provides training and assistance to TMDE users.
  • Maintains PMEL automated management systems (PAMS).
  • Knowledge of electrical, mechanical, physics, optics, and thermal principles, mathematics, and number systems.
  • Understand operating principles, use, care, and repair of TMDE and laboratory standards is critical work required of the PMEL.
  • Understanding the analysis and interpretation of technical data, including block, schematic, wiring, and logic diagrams, troubleshooting techniques, metrology program, calibration traceability, metrology techniques, and laboratory practices.
  • Thorough computer knowledge in software,computer operations principles, as well as the use of hand tools is required.
Education and Training
Associate of Applied Science: Air & Space Operations Technology, Expected in 2013
Community College of The Air Force - Montgomery, AL
Status -
Associate of Applied Science: Electronics Systems Technology, Expected in 2010
Community College of The Air Force - Montgomery, AL
Status -

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Resume Overview

School Attended

  • Community College of The Air Force
  • Community College of The Air Force

Job Titles Held:

  • Technical Support Specialist
  • Field Applications Specialist
  • Unmanned Aerospace System Sensor Operator
  • Precision Measurement Equipment Laboratory Tech


  • Associate of Applied Science
  • Associate of Applied Science

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