Tier 3 Technical Support Representative Resume Example

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Jessica Claire
  • Montgomery Street, San Francisco, CA 94105
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
Experienced and dedicated IT professional with over 10 years’ successful experience. Background in imaging, computer and printer installation, general troubleshooting and network administration.  Proven record of providing a positive response to requests regarding computer-related assistance. Able to simplify complex IT concepts.  Seeking challenging position with opportunities for expanding upon existing skill base.
  • Strong interpersonal skills
  • Works independently
  • Team player
  • Customer-oriented
  • Active listening skills
  • Courteous demeanor
  • Ability to diagnose problems
  • Conceptual knowledge of computer hardware/software
  • Knowledge of streaming video platforms
  • Proficiency in networking protocols
  • Cloud computing
  • Diagnosed hardware and software failures and resolved technical issues with a 99% success rate.
  • Consistently received a 100% rate of customer satisfaction.
  • Drastically reduced computers infected with malware and spyware from 40% to less than 1% by researching, and introducing a viable solution.
  • Automated repeatable tasks where possible to increase efficiency.
  • Produced a cloud-based system which allowed clients to access financial software securely from any platform.
Tier 3 Technical Support Representative, 2014 to Current
The Paragon Group Akron, OH,

Last stop for technical support for Time Warner Cable customers, specializing in phone and data services.  My daily routine includes:

  • Phone and data service technical support for customers while developing a rapport with the customer.
  • Enter escalated work tickets concerning data and phone service to the appropriate department when needed.
  • Mentored a new agent to evaluate their readiness for normal agent activities.
Technology Support Analyst (Journeyman Level), 2006 to 2014
North Carolina Central University School Of Law City, STATE,

While working at North Carolina Central University School of Law, I accomplished the following:

  • Repaired computers and other electronic equipment such as desktops, laptops, smartphones, printers, flash drives and other computer related peripherals/components.
  • Managed computers for 15 smart classrooms and 11 student smart rooms.
  • Diagnosed and troubleshot computer connectivity problems.• 
  • Created and maintained standard desktop and laptop images for deployment of operating systems and applications.
  • Mentored student workers and provided training in areas of IT operations.•
  • Performed and managed data storage on both local and cloud-based platforms.
  • Created a virtual desktop environment for student use.•
  • Managed data storage on both local and cloud-based platforms.•
  • Enhanced the use of technology within several departments thus created a greater synergy between end-user and technology through the introduction of new software.
  • Created new processes with software to protect resources of the Law Clinic and Law Clinic Library.•
  • Operated as a Sound and Broadcasting Engineering Technician for the iSpeak Blog Radio project.• 
  • Provided audio/video support via central multimedia control room for varied Law School events such as the NC 4th Circuit Court of Appeals and NC Bankruptcy Court.
Business End-User Specialist, 01/2006 to 01/2006
Cingular , ,
  • Provide light technical and billing support for customers.
Technical Support, 01/2002 to 01/2005
Gilbarco Veeder-Root , ,
  • Provided technical support for fuel pumps manufactured by Gilbarco and the Veeder-Root monitoring system.
Education and Coursework
: , Expected in
Guilford Technical Community College - ,
Associate of Science: Computer Information Technology, Expected in 2018
Guilford Technical Community College - Greensboro, NC
Currently enrolled in the Associate of Applied Science in Information Technology program.
: Computer/Information Technology Administration and Management, Expected in
Guilford College - Greensboro, NC
Was enrolled in the bachelor's degree program at Guilford College in pursuit of a Bachelor of Applied Science in Computer Technology degree.  Completed the following courses:
Intro to Computers (Comptia A+ course)
Intro to Networking (CCNA Course)
Intro to Java
  • Operating Systems:  Window 7-10, Linux (Debian-based), Apple OSX
  • Computer diagnostic and repair
  • Desktop Deployment:  Clonezilla, F.O.G, and Acronis True Image
  • Effective communication and interpersonal skills
  • Network Administration: Active Directory
  • Able to support Videoconferencing/Telepresence equipment

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Resume Overview

School Attended
  • Guilford Technical Community College
  • Guilford Technical Community College
  • Guilford College
Job Titles Held:
  • Tier 3 Technical Support Representative
  • Technology Support Analyst (Journeyman Level)
  • Business End-User Specialist
  • Technical Support
  • Associate of Science