Technical Support Specialist resume example with 16 years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • Home: (555) 432-1000
  • Cell:

Strategic leader offering skills in Client Services and Technology Assistance. Innovative and enthusiastic Director striving to create successes for organizations while building lasting relationships through demonstrated expertise in all facets of organizational oversight. Gifted partnership-developer, personnel manager and strategic planner and problem-solver. Proven success in driving change and enhancing employees Quality of Life

  • Application installations
  • Technical Troubleshooting
  • Team collaboration
  • Team management
  • Mentoring and training
  • Data collection and analysis
  • Customer support needs assessment
  • Client relationships
  • Networking
  • Issues resolution
  • Logistics management
  • Contract negotiation
  • Service desk support
  • Software upgrades
  • Windows XP/Vista
  • Business operations
  • Relationship development
  • Administrative support
  • MS Office
  • Project organization
  • Planning and coordination
  • Inventory management
  • Operational improvement
Technical Support Specialist, 07/2020 to Current
Airco Air ConditioningFort Worth, TX,
  • Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
  • Worked with supervisors via live chat to address customer inquiries or technical issues beyond scope of expertise.
  • Received inbound phone calls from customers to provide first-level support and remotely troubleshoot issues with service, equipment or customer accounts.
  • Documented repair processes and helped streamline procedures for future technical support actions.
  • Cultivated client relations and drove retention by effectively authoring and updating technical documentation and manuals.
  • Consulted with clients on all installed machine security applications and devices to recommend further safety measurements.
  • Observed system functioning and entered commands to test different areas of operations.
  • Communicated with customers to identify issues, walk through solutions and initiate corrective actions to restore service and functionality.
  • Documented and updated case notes for each customer and work order.
  • Installed software updates and vulnerability patches on [Type] servers to prevent possible threats from penetrating networks.
  • Monitored service orders to completion and closed service tickets.
  • Maintained compliance with established and updated policies and procedures with minimal supervision.
  • Reviewed current hardware and software and recommended modifications to increase system speed.
Director of Sales and Technical Services, 06/2016 to 06/2020
Caliber CollisionHumble, TX,
  • Facilitated improvements to performance management system.
  • Troubleshot DbaaS and SaaS hardware issues and worked with service providers to facilitate repairs for end users.
  • Provided professional customer service consultations on NRFU, ADM, WORKSPACE 1, and RMS systems and processes.
  • Developed robust online knowledge base for support staff to reference when responding to requests for assistance.
  • Formulated strategic vision to drive mission and goals while stimulating revenue, profitability and growth.
  • Conflict Resolution - Resolved Client and Internal issues quickly through meticulous research, Implementation and Feedback.
  • Evaluated effectiveness of performance management systems and devised improvements to strengthen controls and optimize results.
  • Recommended product changes to enhance customer interest and maximize sales.
  • Identified, coordinated and participated in client relationship-building activities and meetings.
  • Updated software versions with patches and new installations to close security loopholes and protect users.
  • Reviewed support cases for technical and troubleshooting accuracy and identified needed improvements in processes.
  • Collaborated with customer service and sales colleagues to resolve issues.
  • Developed and maintained positive customer relationships resulting in increased account services and expansion.
  • Maintained calm, professional demeanor when faced with high demand, high volume workloads.
  • Devised incisive workarounds and resolutions for [Type] problems.
Managing Director of E-Commerce, 12/2004 to 04/2016
Luvraj LLCCity, STATE,
  • Identified and pursued new potential client services opportunities and business development activities.
  • Facilitated improvements to performance management system.
  • Maximized efficiency of operational systems by updating internal frameworks and controls.
  • Formulated strategic vision to drive mission and goals while stimulating revenue, profitability and growth as an E-Commerce organization.
  • Resolved IT issues quickly through meticulous research, Implementation and Clientele feedback.
  • Recommended category and item changes to retail customers and directed work of teams producing promotional, pricing, sales and product marketing initiatives.
  • Formed and sustained strategic relationships with clients.
  • Contributed to programs to optimize productivity, streamline efficiency and boost profitability.
Automotive General Manager, 12/2004 to 04/2011
Monro Muffler And BrakeCity, STATE,
  • Locations: 7 Employees: Automobile Repair stations (4 bays, 4 lifts) (Vast) (All Data) Hard Sales, E-Commerce Retail Vested Business Brokers (International Firm.
  • Mentored employees and instructed on management of complicated sales, complex issues and difficult customers.
  • Devised, implemented and managed promotions to enhance store profits and drive customer engagement.
  • Connected with customers daily to understand needs, provide assistance and collect feedback to optimize operations.
  • Maintained detailed and accurate accounting records by overseeing documentation of sales, purchases and requisitions.
  • Reviewed sales reports to enhance sales performance and improve inventory management accuracy.
  • Raised profits 82% by setting ambitious sales goals for employees, encouraging sales staff, prioritizing customer service, resolving customer issues and local Island Marketing.
  • Collaborated with internal personnel and clientele to improve store operations and address concerns quickly.
Education and Training
Bachelor of Arts: Golf Complex Operations, Expected in 02/1993
The Golf Academy of The South - Casselberry, FL,
MBA - Masters Degree: Financial Management - Marketing, Distinction - Business Finance, Expected in 06/1996
Jacksonville University - Jacksonville, FL

Magna cum Laude

  • Distinction - Statistical Financial Modeling
Professional Touring Golfer: , Expected in
- ,
  • Michelin Field trainer / inspector, Yokohama Field Trainer / Inspector
  • Honorary Professor Brown University Dept. of Continuing Education
  • Published author - Technical / Sales Development
  • Salesforce
  • Microsoft Office Specialist (MOS)
  • NRFU - Systems Operations Advanced
  • Decennial Remedy Training Orders
  • Account Admin Console-Mail List Management Training
  • Account Admin Console-Account Management-Pega Role Updates
  • MOJO Recruit Accnt Management
  • Field OCS Prod Support Portal
  • DAPPS Knowledge Check - Active Directory Users and Comp Training
  • Citrix Desktop Director Training
  • RSA Token Management Troubleshooting Training
  • RSA Console Fulfilling Extended Emergency Token codes training
  • Work space 1 Basic
  • Work space 1 advanced
  • ADM Accnt training-Enable and Disable accnts
  • First Aid/CPR

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Resume Overview

School Attended

  • The Golf Academy of The South
  • Jacksonville University

Job Titles Held:

  • Technical Support Specialist
  • Director of Sales and Technical Services
  • Managing Director of E-Commerce
  • Automotive General Manager


  • Bachelor of Arts
  • MBA - Masters Degree
  • Professional Touring Golfer

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