technical support technician resume example with 17+ years of experience
JessicaClaire
, , 100 Montgomery St. 10th Floor(555) 432-1000, resumesample@example.com
Professional Summary
Energetic Computer Technician ready to undertake challenging technical support triage duties in demanding environments. Cognizant of when to go hands-on with issues and when to delegate support calls to appropriate personnel. Eager to apply personal technological expertise to support tasks and keen technical judgment to fast-paced personnel delegation. I have always favored technology, and I have always been a natural with technology. By nature, I am also an introvert, so I always leaned more towards the technology than people. As I grew in life I found that not socializing with others, contributes to a lack of the networking skills, and the lack of this skill will keep you from advancing in a number of ways. So at a young age I took it upon myself, to force myself to break out of that shell and become what is called a "social butterfly". Now I would never go back if I could, because this is what lead me to a large number of people that needed help, with all sorts of technology. Which in turn gives me the experience in a number of different fields relating to computers and any other type of technology that I could eagerly get my hands on.
Skills
Network Infrastructure Monitoring
Remote System Analysis
Support Ticket System Management
Technical Support Triage
Technical Documentation
IT Service Management (ITSM) Oversight
TCP/IP
Staff education and training
Customer service expert
Application support
Technical documents comprehension
Software diagnosis
Data recovery
Technical issues analysis
Desktop support
Mac systems
Multitasking abilities
Flexible & Adaptable
Verbal and written communication
Detail-oriented
Streamline, Laptops, Reporting, Upgrade
Basic, Linux, Research, Video
Budget, Mac, Safety, Wiring
Hardware upgrades, Materials, Sales, Written communication
Hardware, Windows, Scanners
Clients, Motherboards, Servers
Customer satisfaction, Multitasking, Scripts
Customer service, Networks, Scripting
Database, Network, Shipping
Databases, Operating systems, Staff supervision
Delivery, Peak, System Analysis
Desktops, Policies, TCP/IP
Detail-oriented, Printers, Technical Support
Diagnosis, Problem resolution, Desktop support
Documentation, Processes, Technical assistance
Functional, Processors, Technical Documentation
Graphics, Profit, Phone
Help desk, Quality, Troubleshoot
Inventory management, Quick, Troubleshooting
Inventory, Receiving, Upgrades
Work History
07/2020 to CurrentTechnical Support TechnicianCapital Insurance Group | Los Angeles, CA,
Documented all transactions and support interactions in system for future reference and addition to knowledge base.
Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
Maintained and updated current data into customer service database.
Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Collaborated with vendors to locate replacement components and resolve advanced problems.
Evaluated and responded to incoming sales leads and requests for technical support assistance.
Used customer service scripting skills to contribute to internal technical tools.
Processed over 100 support requests weekly for technical assistance on wide range of issues related to hardware, software, and correct wiring process.
Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
Defined and documented technical support best practices for Windows and Linux technologies.
Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
Answered about 450 incoming calls monthly from residential and small business customers on Microsoft and Linux products.
Compiled and accurately entered data for each customer encounter to record in system.
Provided on-call support for critical Internet issues related to phone, internet, and, video on various operating systems.
Assisted customers with product selection based on stated needs, proposed use and budget.
Retained existing clients and developed around 50 new accounts monthly by extending high quality and efficient support service.
Provided Tier 1 IT support to non-technical internal users through desk side support services.
Analyzed current and past issues to identify troubleshooting methods needed for quick remediation.
Managed customers' expectations of support and technology functionality in order to provide positive user experience.
Activated accounts for clients interested in new services.
Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
Explained technical information in clear terms to non-technical individuals to promote better understanding.
Conducted in-depth product and issue resolution research to address customer concerns.
Trained and supported end-users with software, hardware and network standards and use processes.
04/2020 to 06/2020Computer ConsultantDepartment Of Veterans Affairs | Aberdeen, MD,
Linked computers to network and peripheral equipment, including printers and scanners.
Answered calls and emails at company's help desk, assisting employees and customers with troubleshooting computer issues.
Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
Collaborated with vendors to locate replacement components and resolve advanced problems.
Backed up company data on regular basis, successfully recovering critical information after malware attacks.
Used diagnostic tools to identify hardware failures and replace non-functional components.
Patched software and installed new versions to eliminate security problems and protect data.
Tested and installed motherboards, processors and graphics cards on desktops and laptops for corporate staff.
Installed new servers as part of $15,000 company upgrade completed within 7-14 days.
Configured hardware devices, and software to set up work stations for employees.
Helped streamline repair processes and update procedures for support action consistency.
Removed malware, ransomware and other threats from laptops and desktop systems.
Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
Uploaded new software, rolled out updates and applied patches to company servers upon release to thwart current and future threats from penetrating networks.
Monitored systems in operation and input commands to troubleshoot threat areas related to hardware and software.
Supported training departments and schools by accurately fixing hardware and software issues affecting computers and language labs.
Analyzed current and past issues to identify troubleshooting methods needed for quick remediation.
Setup, installed and configured computers in various business locations to support operations and reporting.
Executed various techniques, including remote upgrades and hardware upgrades to maintain servers and systems, keeping networks fully operational during peak periods.
Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
Explained technical information in clear terms to non-technical individuals to promote better understanding.
Alleviated hardware and software issues affecting computers and language labs, resulting in improved relationships with training departments and schools.
10/2003 to 04/2020Materials Handler SupervisorGame Time | City, STATE,
Led warehouse improvement initiatives to advance operational efficiencies and increase revenue.
Managed over $100,000 in inventory and 25 employees in 400 square-foot warehouse specializing in manufacturing playground equipment.
Reduced waste by 60% with staff supervision and using first-in first-out method.
Used hand-held devices and computers to record and monitor inventory levels and completed audits to uncover and address inaccuracies.
Kept all documentation and records accurate and up-to-date with latest data to prevent errors in processing or delivery.
Evaluated supplies and product inventory to check for quality and quantity issues and returned unacceptable materials to vendors.
Offered expertise in inventory management and current stock levels to internal teams and customers to facilitate accuracy and product availability.
Oversaw and motivated team of 25 employees in warehouse to increase efficiency by 25%.
Conducted inventory audits with 100% accuracy following company procedures.
Handled day-to-day shipping and receiving overseeing more than 35 freights per day.
Maintained established levels of goods based on sales forecasts and demand to fulfill orders on time.
Performed freight processing functions, assisting associates with irregularities in custom freights.
Trained new staff on job duties, company policies and safety procedures for rapid onboarding.
Divided and categorized cargo received and redirected shipments in response to customer requests.
Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
Monitored all company inventory to ensure stock levels and databases were updated.
Drove operational improvements which resulted in savings and improved profit margins.
Help people with technology I my own time.
Education
Expected in 12/2020 to to Google IT Support Certification | Computer ScienceNortheast Alabama Community College, Rainsville, ALGPA:
Expected in 01/2012 to to Associate of Applied Science | Computer ScienceNortheast Alabama Community College, Rainsville, ALGPA:
Certifications
Networking + / N+ Training - 2008
Comptia A+ Training - 2008
Security + / Cyber Security Training - 2020
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