tier 2 technical support specialist resume example with 9+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
Professional Summary

First-rate Technical Support Specialist with 3 years of experience offering outstanding support to users of various levels. Exceptional skills and knowledge in technical and customer support and subject matter expert on training new hires . Established reputation as sharp technology expert when working with customers to identify and deploy solutions. Enthusiastic and eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of troubleshooting technical issues and training in new hires. Motivated to learn, grow and excel in supporting others to achieve their goals. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Dedicated and professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

  • Service Schedule Coordination
  • Collaborative Team Player
  • Technical Diagnostics
  • Defect Analysis and Resolution
  • Resolving Problems and Incidents
  • Issue and Resolution Tracking
  • Agent Support
  • Responding to Technical Questions
  • Knowledge Base
  • Troubleshooting Network Issues
  • Data Connectivity
  • Team Support
  • Text Support
Work History
Tier 2 Technical Support Specialist, 04/2020 - Current
Henkel Oak Creek, WI,
  • Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.
  • Leveraged data-driven monitoring systems to identify and resolve potential issues.
  • Performed technical troubleshooting and diagnosis, software installation and information gathering to keep infrastructure operational.
  • Developed proactive tools to assist customers and internal support organization.
  • Dispatched field service technicians to correct issues requiring in-person technical assistance.
  • Analyzed code to assist support team in finding solutions and workarounds to problems.
  • Mentored less experienced team members to improve customer responses and work towards one-touch tickets.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Helped streamline repair processes and update procedures for support action consistency.
Customer Service Representative, 07/2014 - 04/2019
Ryder System Shippensburg, PA,
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Carried out day-day-day duties accurately and efficiently.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Worked flexible hours; night, weekend, and holiday shifts.
  • Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
  • Maintained energy and enthusiasm in fast-paced environment.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Developed and maintained courteous and effective working relationships.
  • Maintained excellent attendance record, consistently arriving to work on time.
  • Identified issues, analyzed information and provided solutions to problems.
  • Resolved problems, improved operations and provided exceptional service.
  • Improved operations through consistent hard work and dedication.
  • Exceeded goals through effective task prioritization and great work ethic.
  • Participated in team-building activities to enhance working relationships.
  • Used coordination and planning skills to achieve results according to schedule.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Cycle Counter, 01/2012 - 07/2014
Ozburn-Hessey Logistics LLC City, STATE,
  • Provided subject matter expertise to different warehouse departments and assisted with areas such as shipping, receiving and general housekeeping to maintain efficient operations.
  • Located missing or mislabeled products, researched paperwork discrepancies and updated computer database.
  • Performed full audits each week and documented results.
  • Collected and disposed of damaged or out of date products in line with established procedures.
  • Completed daily cycle counts of products, components and raw materials.
  • Cleaned work areas of excess supplies, cardboard, and rejected materials throughout each shift.
  • Reported discrepancies and shortages to supervisors to help keep line on-track.
High School Diploma: , Expected in 12/2009
Cornersville School - Cornersville, TN
Status -

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Resume Overview

School Attended

  • Cornersville School

Job Titles Held:

  • Tier 2 Technical Support Specialist
  • Customer Service Representative
  • Cycle Counter


  • High School Diploma

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