Tier 3 Tech Support Helpdesk Support Resume Example

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Jessica Claire
Montgomery Street, San Francisco, CA 94105
Home: (555) 432-1000 - Cell: - - -

With 12 years of experience in Telecommunications/Customer Service and 4 years of experience in Software Support/IT I am looking to take the next step in my IT career. Certified in Windows 7 Configuration and A +, I am currently pursuing certifications in both Networking and Server 2012. 

  • Troubleshooting proficiency
  • Exceptional telephone etiquette
  • Customer Education and product training
  • Running and certifying CATV cabling
  • Microsoft Certified Professional
  • COMPTIA A+ Certified
  • Microsoft Certified Technology Specialist (MCTS): Windows 7 Configuration
  • Experience with Healthcare software and applications
11/2015 to Current
Tier 3 Tech Support / Helpdesk Support Cvph Medical Center Plattsburgh, NY,
  • PC repair
  • Desktop support 
  • Frontend application support
  • CAT V installation and troubleshooting
  • Copier maintenance, integration, and repair
  • Helpdesk support in call center environment 
  • Updating and improving documentation for future use
  • Customer facing Tier 3 tech support and training 
  • Utilizing E-Automate for ticket tracking and information updates
02/2015 to 08/2015
Technical Operations Supervisor Glacier Bancorp Big Sky, MT,
  • Assist in the training and development of technicians and keep abreast of the most current technology in the broadband industry.
  • Supervise technicians to ensure compliance with company guidelines regarding quality, customer service, and safety
  • Assist in the coaching, counseling and ongoing review process for technician positions and administers discipline consistent with corporate polices.
  • Troubleshoot commercial networks as well as educate customers on issues.
01/2014 to 02/2015
Commercial Broadband Installer/Supervisor Internet Brands, Inc. Austin, TX,
  • Installation and troubleshooting of commercial Charter products.
  • Network connections and phone cut over at time of install as well as customer education.
  • Fiber installation in home(s).
  • Supervising and assisting as needed to ensure techs meet customer satisfaction and on time expectations.
07/2010 to 2014
Area Manager CUGI City, STATE,
  • Manage 35-50 technicians, 5 dispatchers, 4 supervisors.
  • Time tracking and payroll for employees.
  • Data processing and analysis with action plans for employee improvement.
  • Interviewing, hiring, and training of new employees.

03/2008 to 04/2010
Client Services Representative SSI Group City, STATE,
  • Software implementation and support for SSI billing and transmission products.
  • Customer service and conflict resolution.
  • Software troubleshooting.
  • Assisted in training of new employees.
Expected in
- ,
  • Microsoft Certified Technology Specialist (MCTS): Windows 7 Configuration
  • Microsoft Certified Professional (MCP)
  • COMPTIA A+ Certified

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School Attended
Job Titles Held:
  • Tier 3 Tech Support / Helpdesk Support
  • Technical Operations Supervisor
  • Commercial Broadband Installer/Supervisor
  • Area Manager
  • Client Services Representative

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