Technical Support Specialist Resume Example Department Of Commerce

TECHNICAL SUPPORT SPECIALIST

Summary

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

Skills

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

Experience

Department of Commerce | Bridgewater, MATechnical Support Specialist07/2020 - Current

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.

LANDR RE Investors | Rehoboth, MADirector of Sales and Technical Services07/2016 - 06/2020

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.

Luvraj LLC | Rehoboth, MAManaging Director of E-Commerce01/2005 - 04/2016

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.

Monro Muffler and Brake | Middletown, RIAutomotive General Manager01/2005 - 05/2011

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

The Golf Academy of The South | Casselberry, FLBachelor of Arts in Golf Complex Operations02/1993

Jacksonville University | Jacksonville, FLMBA - Masters Degree in Financial Management - Marketing, Distinction - Business Finance06/1996

Magna cum Laude

Distinction - Statistical Financial Modeling

Professional Touring Golfer

Michelin Field trainer / inspector, Yokohama Field Trainer / Inspector
Honorary Professor Brown University Dept. of Continuing Education
Published author - Technical / Sales Development

Languages

Languages: English, Hindi, Punjabi

Certifications

Luvraj

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

Resume Overview

Companies Worked For:

Department of Commerce
LANDR RE Investors
Luvraj LLC
Monro Muffler and Brake

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

Degrees

Bachelor of Arts in Golf Complex Operations
MBA - Masters Degree in Financial Management - Marketing, Distinction - Business Finance
Professional Touring Golfer

Technical Support Specialist Resume Example

Resume Score: 80%

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