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Technical Support Specialist Ii resume example with 6+ years of experience

Jessica
Claire
resumesample@example.com
(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
:
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
Education and Training
Palm Beach State College Boca Raton, FL, Expected in 08/2020 Network+ : Computer Science/Network Administration - GPA :
Palm Beach State College Palm Beach Gardens, FL Expected in 05/2017 Basic CompTIA A+ Certification Prep course : Computer Technology - GPA :
PC Professor Technical Institute West Palm Beach, FL, Expected in 12/2012 CompTIA A+ : Computer Repair - GPA :
Experience
Aaa Northern California, Nevada And Utah Insurance Exchange - Technical Support Specialist II
Anchorage, AK, 05/2018 - Current
  • 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 for future 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
Philadelphia Church Of The Newborns, Property Management - Technical Crew Member
City, STATE, 08/2014 - 12/2019
  • 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
G4S USA - Technical Support Specialist(Contractor)
City, STATE, 12/2017 - 01/2018
  • 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.
Activities and Honors
Accomplishments
  • Promoted to Technical Support Specialist II.
  • Received award for customer service recognition and ability to work well with the other team members.

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Resume Overview

School Attended

  • Palm Beach State College
  • Palm Beach State College
  • PC Professor Technical Institute

Job Titles Held:

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

Degrees

  • Network+
  • Basic CompTIA A+ Certification Prep course
  • CompTIA A+

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