Technical Support Specialist resume example with 14+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • Home: (555) 432-1000
  • Cell:
Desktop / Network Support ~ Assistant Network Engineer ~ Application Consultant 11 years of experience in IT technical support. * Proven ability to improve system reliability. Expertise in Tier II/III technical service functions. * Able to lead implementations & roll outs. Familiar with training & supervising technical teams. * Excellent reporting & troubleshooting skills. Track record of working with end users and providing * Hands-on experience in responding, tracking, Tier 2 and Tier 3 support. and following up to telephone, emails, chat and end user requests for support.

Operating Systems: Windows 98 - Windows 10 (Professional & Server)

Networking: LAN/WAN, Ethernet, wireless systems, TCP/IP, DHCP, WINS, DNS, IPV4, FTP, VPN, IIS, Active Directory, Token Ring

Applications/Tools: MS Office 1997 - 2016, Project, Visio WebTrends, Explorer, Exceed, FrontPage, Acrobat, Exchange, HP-Jet Admin, SQL, ODBC, Oracle, ARCserve, Visual Studio Enterprise, Visual SourceSafe, McAfee ePolicy Orchestrator, Unicenter, POS systems, IBM Lotus Notes. SalesLogix

Hardware: PCs, servers, routers, switches, hubs, peripherals, GPS, Barcode, WWAN.Patient and diligent

Vast technical knowledge

Technical Support Specialist, 07/2006 to 09/2015
Airco Air ConditioningHurst, TX,
  • Resolve customer problems via the hotline, chat, e-mail, faxes and any other contact as required while maintaining awareness of the hotline call system and assuring hotline service levels are met.
  • Provide technical assistance and support for incoming queries and issues related to computer systems, software, hardware, networking, and proprietary software.
  • Achieved computer system objectives by gathering pertinent data; identifying and evaluating options; recommending a course of action.
  • Provided support for all Information Technology products and services.
  • Support included answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality.
  • Maintained records of daily data communication transactions, problems and remedial actions taken, or installation activities.
  • Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
  • Maximized use of hardware and software by training customers; interpreting instructions; answering questions.
  • Engage in research and in-depth troubleshooting to resolve technical issues.
  • Escalate all customer issues and problems with engineering and factory while providing customer timely feedback on progress of their issues and maintaining records of all escalated problems.
  • Maintained up-to-date knowledge of all company products, service procedures, and offering to properly assist clients.
  • Trained newer Employees onsite as well as offsite, either in a classroom based scenario or one on one.
  • Develop methods to share newly gained product and industry knowledge with customers and Tier 1 support teams.
  • HDVC training, Producing of technical and procedural documents, and knowledgebase articles.
  • Goal is to assure Tier 1 team is raising their knowledge of products, procedures and technologies.
  • Applied learned concepts to think of new and creative ways to implement existing strategy.
  • Recognized patterns and/or trends and applies them to the current situation.
  • Think innovatively about improving Panasonic business in the marketplace.
  • Learnt policies and practices necessary to meet job requirements.
  • Used benchmarks and effective research to uncover hidden facts and stay up to date with trends.
Owner/Manager, 10/2002 to 04/2006
Harris Computer SystemsLake Mary, FL,
  • Oversaw daily restaurant management.
  • Hired and trained staff of 12.
  • Resolved all customer issues.
  • Set all productivity, sales, customer satisfaction, and employee morale goals.
  • Increased revenue all four years, including 18% in first year, and 26% in second year.
  • Reduced labor costs 11% through effective scheduling of resources based on seasonal business.
  • Implemented Point of Sale (POS) system that dramatically improved efficiency and inventory control.
  • Improved profitability 9% by leading effective marketing strategies to focus on target markets.
  • Grew annual sales 12% on average by implementing successful catering business.
  • Built name brand recognition through involvement in charitable events and fund raisers.
  • Accurately processes bi-weekly payroll for all employees.
Application Consultant, 2000 to 02/2002
Concurrent Technologies IncCity, STATE,
  • Provided application, hardware, and operating system support for average of 75 end users.
  • Implemented and administered Windows 2000 Active Directory Services Infrastructure.
  • Administered Exchange system, including creation/deletion of mailboxes, aliases, distribution lists, Outlook client, and public folders.
  • Resolved client and server issues.
  • Installed and supported servers, DHCP, WINS, DNS, IIS, network and computer hardware, operating systems, software, and peripherals.
  • Upgraded 45 servers from Windows NT to Windows 2000.
  • Improved network reliability 30% by resolving hardware failures and connectivity / bandwidth issues, optimizing LAN, and eliminating server slow-downs.
  • Introduced backup strategy for Windows servers and Exchange servers, using ARCserve.
  • Built, configured, and installed operating systems for more than 25 servers.
  • Upgraded over 25 PCs and laptops from Windows NT to Windows 2000, and then to Windows XP.
  • Supervised and trained team of four Tier II/III service technicians, supporting AT&T users.
  • Monitored, tested, and maintained website functionalities.
  • Identified areas for improvement.
  • Performed wiring, cabling, and maintenance of data center and patch panels.
  • Installed, configured, and maintained antivirus software for all servers and desktops.
Bachelor of Commerce: Economics, Expected in 1995
Bombay University - Bombay,


A+ Certification 2011 Course work in Computer Science: Course work in Computer Science, Expected in
Kean University - , NJ

A+ Certification, Active Directory, Acrobat, antivirus, ARCserve, backup, bi, cabling, client and server, Hardware, computer hardware, client, clients, customer satisfaction, desktops, DHCP, DNS, e-mail, Ethernet, faxes, focus, FrontPage, FTP, GPS, HP, hubs, IIS, Information Technology, instructing, Explorer, inventory control, LAN, laptops, IBM Lotus Notes, marketing strategies, McAfee, Exchange, MS Office, Outlook, Windows, Windows 2000, Windows 98, Windows NT, Windows XP, Enterprise, network, Networking, ODBC, Operating Systems, operating system, Oracle, payroll, peripherals, policies, POS, processes, Producing, progress, Read, research, restaurant management, routers, sales, scheduling, servers, Visual SourceSafe, SQL, strategy, switches, TCP/IP, teaching, technical assistance, technical manuals, Token Ring, troubleshooting, VPN, Visio, Visual Studio, website, WebTrends, WAN, wiring, articles

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Resume Overview

School Attended

  • Bombay University
  • Kean University

Job Titles Held:

  • Technical Support Specialist
  • Owner/Manager
  • Application Consultant


  • Bachelor of Commerce
  • A+ Certification 2011 Course work in Computer Science

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