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Technical Support Specialist II Resume Example

Resume Score: 80%

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TECHNICAL SUPPORT SPECIALIST II
Summary

I am goal oriented in the IT and customer service field. I have over five years of customer service experience and 3+ years of professional computer experience. I am currently pursuing several certifications for Network and Security. I have attended PC Professor (PCP) where I experienced hands on disassembling of hardware and re-assembling it. While at PCP, I have also learned to troubleshoot Operating Systems such as Windows XP, 7, 8 and 10. My skills have been shaped by various clients that I have encountered working as a Technical Support Specialist for G4S USA. While at G4S I have had the privilege to remote into client's computers to install various applications and software, such as SolarWinds. Also, setting up appointments and communicating with internal end users via phone, email, and messenger. This was a great way for me to understand the concepts behind great customer interaction and service. Currently working with SISCO I am actively learning the importance of SQL, Firebird, and Microsoft Databases. I have traveled to Germany, Spain, and Bahamas to help program and deploy Emergency Safety systems on various cruise lines such a Royal Caribbean and Norwegian Cruise Line. I spend most of the time in the West Palm location Installing, configuring, Training clients on the products (As well as training the New Techs that join the SISCO team) and troubleshooting software and hardware for thousands of our clients.

Skills
  • Bilingual
  • Microsoft Applications: Word, PowerPoint, Outlook, Excel
  • Typing/Data entry
  • Two-way Radio
  • Time Management
  • Multi-line Phone
  • POS system
  • Remote assistance
  • Basic Active Directory
  • Microsoft Server 2012, 2016
  • Configure Domains
  • User Account Creation
  • Password Reset
  • Time Management
  • Remote Technical Assistance
  • Hardware upgrades
  • Remote desktop services and support
  • Account management
  • Customer service
  • Service desk support
  • Software upgrades
  • Technical Troubleshooting
  • Computer maintenance
  • Hardware configuration
  • Call center experience
  • Windows XP/Vista/7/8/10
  • Debugging
  • Application installations
Experience
05/2018 to Current
Technical Support Specialist IISISCO - West Palm Beach, FL
  • Phone, email, onsite and/or remote desktop support, software and hardware (Including Mobile device )device installation for new/existing clients and troubleshooting proprietary software issues, configure Load Balancing on server 2012 and 2016
  • Database performance modification
  • Software performance modification
  • Maintaining system functionality by testing computer components
  • Prepared reference material for users
  • OS: Windows 7, 10 – Server 2008, 2012, 2016
  • Document in company's Ticketing System
  • Send follow up emails and/or calls
  • Progress tracking and reporting
  • PowerShell scripting / task automation abilities
  • Driver upgrades and deployments
  • User account creation and AD Group Policy
  • Using VPN to access client server
  • Cultivated client relations and drove retention by effectively authoring and updating technical documentation and manuals.
  • Conferred with vendors to obtain replacement hardware or software and escalate more complex concerns.
  • Documented repair processes and helped streamline procedures forfuture technical support actions
  • Worked with supervisors via live chat to address customer inquiries or technical issues beyond scope of expertise.
  • Identified opportunities to upsell technical products and services, boosting revenues
08/2014 to 12/2019
Technical Crew MemberPhiladelphia Church of the Newborns, Property Management - Riviera Beach, FL
  • Assessed AV equipment, performing minor repairs to promote continued functionality.
  • Integrated professional audio/video systems and provided technical assistance to resolve issues.
  • Diagnosed and repair system issues
  • Setup PC for Live Presentation
  • Setup Microphones, amplifiers, guitars, drums, piano, soundboard, camera
12/2017 to 01/2018
Technical Support Specialist(Contractor)G4S USA - Jupiter, FL
  • Handling customer technical support cases through phone and email submission
  • Installing Solarwinds
  • Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
  • Responded to 25-45 individual tickets every week to provide end-user support on Windows OS and the visitor Management system.
Education and Training
08/2020
Network+: Computer Science/Network AdministrationPalm Beach State College - Boca Raton, FL
05/2017
Basic CompTIA A+ Certification Prep course: Computer TechnologyPalm Beach State College - Palm Beach Gardens, FL
12/2012
CompTIA A+ : Computer RepairPC Professor Technical Institute - West Palm Beach, FL
Accomplishments
  • Promoted to Technical Support Specialist II.
  • Received award for customer service recognition and ability to work well with the other team members.
Promoted to Level II

I am a team player so I enjoy helping the team. I began by training the techs and got recognized for it and was official promoted and to train new tech (and clients on the products/services). I have also, gotten emails from clients sent to my Managers several times complimenting my customer service.

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Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

Resume Overview

Companies Worked For:

  • SISCO
  • Philadelphia Church of the Newborns, Property Management
  • G4S USA

School Attended

  • Palm Beach State College
  • PC Professor Technical Institute

Job Titles Held:

  • Technical Support Specialist II
  • Technical Crew Member
  • Technical Support Specialist(Contractor)

Degrees

  • Network+ : Computer Science/Network Administration
    Basic CompTIA A+ Certification Prep course : Computer Technology
    CompTIA A+ : Computer Repair

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