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Tier 3 Technical Support Resume Example

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TIER 3 TECHNICAL SUPPORT
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
  • Ticketing System Proficent
  • Strong communication skills
  • Managing tight deadlines
  • Networked applications
  • Windows and OS X
  • Desktop assembly and Troubleshooter
  • Office 365
  • Microsoft Office
  • Goal driven.
  • VM Proficient
  • Cisco Knowledgeable 
Experience
SpectrumSan Antonio, TexasTier 3 Technical Support06/2017
  • 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
Hewlett Packard EnterpriseSan Antonio, TexasIT Support Specialist11/2016
  • 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.
Pace Americas/ARRIS IncSan Antonio, TXTechnical Support Floor Supervisor/Performance Coach Level 202/2016 to 11/2016
  • 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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Pace Americas/Arris IncSan Antonio, TexasTechnical Support Floor Supervisor/Performance Coach08/2015 to 01/2016
  • 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.
Pace Americas/Arris IncSan Antonio, TXSenior Technical Support11/2014 to 08/2015
  • 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.
Cisco SystemsRichardson, TXSoftware Engineer/Intern06/2012 to 08/2012
  • 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.
Prairie View A&M UniversityPrairie View, TXAdmin Assistant/Student Help Desk08/2011 to 05/2012
  • 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.
Cisco SystemsRichardson, TexasSoftware Engineer/Intern06/2011 to 08/2011
  • 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.
  •  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. 
Education
Bachelor of Science:Computer Information Systems2018Texas A&M San Antonio, San Antonio, Texas
Computer SciencePrairie View A&M, Prairie View A&M, Texas
Skills
  • Cisco Systems
  • Microsoft Office
  • VMWare Applications
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Resume Overview

Companies Worked For:

  • Spectrum
  • Hewlett Packard Enterprise
  • Pace Americas/ARRIS Inc
  • Pace Americas/Arris Inc
  • Cisco Systems
  • Prairie View A&M University

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

Degrees

  • Bachelor of Science : Computer Information Systems 2018
    Computer Science

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