Tier 3 Technical Support Resume Example
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Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000, resumesample@example.com
Professional Summary
Aspiring Computer Systems Analyst, with a rapidly increasing range of industry experience looking to bring strong instincts and a proven record of procedural compliance, process management and strong operational skills to a highly established company.
Core Qualifications
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Experience
05/2017 to Tier 3 Technical Support Internap Corporation | Reston, VA,
- Provided advanced level technical support to Spectrum Customers with chronic service issues of all aspects.
- Provided customer service for Spectrum customers by saving them at the point of cancellation as well as taking care of all their non-technical needs.
- Ensured all resolutions were long lasting no matter the circumstances
10/2016 to IT Support Specialist Sms | San Antonio, TX,
- Maintain and support the network dispatch team with all onsite technical issues.
- Design and implement technical solutions for the improvement of the overall integrity and functionality of the local network.
- Repair any onsite issues pertaining to the hardware and software needed to perform daily jobs.
- Upkeep the overall access control system for the onsite staff with a focus on security and integrity.
01/2016 to 10/2016 Technical Support Floor Supervisor/Performance Coach Level 2 Cargill, Inc. | Fremont, NE,
- Provided advanced level technical support to AT&T Uverse customers with chronic service issues.
- Provided customer service for Uverse customers by saving them at the point of cancellation as well as taking care of all their non-technical needs.
- Managed and maintained daily adherence of all floor agents as well as fellow leadership within the company.
- Responded to chats for agents and inter company employees on a skill level basis.
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07/2015 to 2016 Technical Support Floor Supervisor/Performance Coach Pace Americas/Arris Inc | City, STATE,
- Provided advanced level technical support to AT&T Uverse customers with chronic service issues.
- Progressed and assessed agent's skills based on daily evaluations and skill transfers.
- Assisted upper leadership in maintaining a secure and professional environment, by ensuring the ARRIS standards of operations were met on a daily basis.
- Provided customer service for Uverse customers by saving them at the point of cancellation.
10/2014 to 07/2015 Senior Technical Support Pace Americas/Arris Inc | City, STATE,
- Provided advanced level technical support to AT&T Uverse customers
- Provided customer service for Uverse customers by saving them at the point of cancellation as well as taking care of all their non-technical needs.
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05/2012 to 07/2012 Software Engineer/Intern Cisco Systems | City, STATE,
- Designed a data statistics page for a search query using an HTML and .NET foundation.
- Page was designed to graphically display information about queries performed on the project server.
- Page was designed to take input from a remote server and input the values into the statistics page.
- Restored functionality to and maintained an offsite database server used for various jobs within the company.
- Used a VM to create the initial page so that no live errors were made to the live webpage and server.
07/2011 to 04/2012 Admin Assistant/Student Help Desk Prairie View A&M University | City, STATE,
- Assisted with office duties pertaining to resumes and student job placement, by filing and organizing companies job offers and posting received by Services on a weekly basis
- Reviewed resumes for students in preparation for job interviews, by allowing them to have their resumes professionally after the revision process.
- Charted data using various programs in MS Office
- Was a general help desk for students with any information in regards to future careers and job placement within the campus.
- Used Office 365 with the full office suite to track, log and maintain an accurate database of the student intake.
- Primarily used Access and Excel to create and graph the students on a large scale.
05/2011 to 07/2011 Software Engineer/Intern Cisco Systems | City, STATE,
- Tested and developed GUI software for Network Automated Storage devices using Java & C#.
- The device required daily testing and constant reporting of all information.
- Assigned to help in the up keep and security of a corporate network.
- Â Designed the statistics page of the network to be self-gathered though device usage and log pages.
- Created and used a Virtual Machine to test the functionality of the overall server.
- Ensured that the live environment was unharmed in the testing process of the storage device, through the use of a Kali VM.Â
Education
Expected in 2018 Bachelor of Science | Computer Information Systems Texas A&M San Antonio, San Antonio, Texas
| Computer Science Prairie View A&M, Prairie View A&M, Texas
Skills
- Cisco Systems
- Microsoft Office
- VMWare Applications
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Resume Overview
School Attended
- Texas A&M San Antonio
- Prairie View A&M
Job Titles Held:
- Tier 3 Technical Support
- IT Support Specialist
- Technical Support Floor Supervisor/Performance Coach Level 2
- Technical Support Floor Supervisor/Performance Coach
- Senior Technical Support
- Software Engineer/Intern
- Admin Assistant/Student Help Desk
- Software Engineer/Intern
Degrees
- Bachelor of Science
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