tier 1 support technician resume example with 11+ years of experience
JessicaClaire
, , 609 Johnson Ave., 49204, Tulsa, OK100 Montgomery St. 10th Floor
Home: (555) 432-1000
Cell:
resumesample@example.com
:
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Seeking a full/part time position in Office Support, QA testing or any available position to fill at the hiring locations. Searching for a long-term position, exceeding past beginning positions.
Skills
Troubleshooting and Diagnosis
Technical Documentation
Application Support
Issue Resolution
Customer Service
Attention to Detail
Software Upgrades
Organizational Skills
Service Desk Team Management
Service Desk Support
Technical Troubleshooting
MS Office (10+ years)
Maintenance (7+ years)
Live Chat (7+ years)
Experience
Tier 1 Support Technician, 01/2019 to Current Edupoint Educational Systems – Mesa, AZ,
Managed inbound phone calls from technicians responsible for on-site ATM repairs and provided timely assistance. Effectively handled customer inquiries and resolved transaction-related issues over the phone.
Remotely conducted troubleshooting of ATMs located within 7-Eleven stores from our corporate office. Effectively diagnosed and resolved technical issues to ensure uninterrupted ATM functionality and customer satisfaction.
Proactively reported and escalated malfunctioning ATMs to on-site technicians for prompt resolution. Effectively communicated detailed information and coordinated technician deployments to ensure timely repair and restoration of ATM functionality.
Independently handled overnight shifts, effectively managing phone calls and remotely accessing terminals without direct supervision. Demonstrated self-reliance and excellent time management skills in providing support and resolving issues while ensuring smooth operations and adherence to protocols.
Trainer/Game Master, 08/2015 to 09/2018 Square Enix Ltd. – City, STATE,
Served as a Game Master at a prestigious AAA gaming company, providing exceptional customer support and in-game moderation services. Demonstrated strong expertise in troubleshooting technical issues, delivering prompt resolutions, and ensuring a positive gaming experience for users. Maintained a high level of professionalism while upholding company guidelines and policies.
Played a pivotal role in moderating the official forums for Final Fantasy XIV/XI, ensuring a positive and inclusive community environment. Provided dedicated in-game customer support, promptly addressing and resolving player reports of harassment, griefing, and lost/stolen in-game items. Exceptional interpersonal skills while maintaining professionalism and upholding the game's standards of conduct.
Served as a dedicated trainer for new and returning employees, delivering comprehensive training sessions on job protocols, customer assistance techniques within the game, and conducting effective investigations related to harassment, griefing, and in-game item recovery. Expertise in imparting knowledge, fostering a strong understanding of job responsibilities, and promoting a supportive and professional work environment.
Quality Assurance Tester, 08/2012 to 08/2015 Activision/Blizzard – City, STATE,
Contributed as a game tester on various AAA titles across multiple platforms, including PS3/4, Xbox One/360, PC, and mobile games. Thoroughly identified and reported bugs and glitches to the development team using JIRA, ensuring smooth gameplay experiences and high-quality game releases. Demonstrated meticulous attention to detail and strong communication skills in effectively conveying issues to facilitate timely resolutions.
Collaborated effectively within group settings for special projects while also demonstrating proficiency in managing solo projects. Displayed leadership skills by successfully overseeing a small team during the development of PC games. Leveraged strong project management abilities to ensure timely delivery of high-quality game releases, fostering a cohesive and productive working environment.
Tested functionality, performance and compliance of each product against design specifications to maintain strong development standards and high customer satisfaction.
Lead Game Assistant, 11/2011 to 01/2013 GameStop – City, STATE,
Commenced employment as a regular team member and swiftly progressed to the position of Lead Assistant. Assumed responsibility for supervising and overseeing a team of 2-4 workers per shift. Demonstrated strong leadership skills by effectively monitoring team performance, coordinating tasks, and ensuring smooth operations. Contributed to a positive work environment and played a key role in optimizing productivity and team collaboration.
Aided customers in selecting the perfect game for their children, families, friends, and loved ones. Offered personalized recommendations based on individual preferences, age appropriateness, and interests. Demonstrated strong product knowledge and excellent communication skills to provide exceptional customer service and ensure a memorable gaming experience for all.
Maintained a well-organized game display area by alphabetizing game cases according to console order. Ensured cleanliness and tidiness of shelves, floors, game stations, and windows through regular dusting and cleaning. Displayed meticulous attention to detail and a commitment to providing a visually appealing and inviting environment for customers.
Exercised responsibility in handling money, accurately counting and reconciling daily profits. Demonstrated proficiency in promoting membership programs to customers, offering enhanced benefits and deals. Displayed strong sales skills and a customer-centric approach to drive revenue and cultivate long-term relationships with clients.
Education and Training
High School Diploma: , Expected in 06/2009 to West Adams Preparatory High School - Los Angeles, CA GPA:
Participated in Suit Zoot play as lead, Spring 2009
: Computer Engineering Technology, Expected in to Santa Monica College - Santa Monica, CA GPA:
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