user support technician resume example with 11+ years of experience

Jessica Claire
, , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - - : - -
Professional Summary

Driven to learn quickly, advance computer proficiency and training in information technology service desk operations. Skilled at maintaining positive communications even in stressful situations and office settings while supporting team needs. Flexible and hardworking team player focused on achieving goals and priorities of the organization.

  • Problem Solving
  • Verbal and Written Communication
  • Multitasking and Prioritization
  • Team Collaboration
  • Data Entry
  • Microsoft Office
  • Reliable and Punctual
  • Flexible and Adaptable
  • Prioritization and Time Management
  • Records Management Software
  • Staff Training
  • Equipment Troubleshooting
  • Information Processing
Work History
08/2020 to Current
User Support Technician Pega Alpharetta, GA,
  • Responds to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Provides Tier 1 IT support to non-technical internal users through desk side support services.
  • Manages customers' expectations of support and technology functionality in order to provide positive user experience.
  • Processes over 250 to 350 support requests weekly for technical assistance on wide range of issues related to mainframe, Web and PC/LAN based applications, servers, personal computer operating systems and hardware.
  • Explains technical information in clear terms to non-technical individuals to promote better understanding.
  • Provides on-call support for critical user access issues related to N. C. Identity Management (NCID) system.
10/2014 to 08/2020
Human Services Technician Forsyth County, North Carolina Winston Salem, NC,
  • Interviewed (25-30) applicants daily applying for Economic Services such as Medicaid and Food and Nutrition Services, made changes to existing Medicaid cases, processed Medicaid and Food and Nutrition applications, provided assistance to front desk staff when needed.
  • Utilized Compass, Work Number, OLV and NC Fast case management system to verify information, documented records, and completed various forms that are used to determine client’s eligibility.
  • Performed interviews for clients that were applying for Energy Programs such as CIP (Crisis Intervention Program) and LIEAP (Low Income Energy Assistance Program) to obtain required information, explaining programs, completed application and verified limited amount of qualifying data.
  • Provided Client Care services to over 50 clients per day via phone and in person to troubleshoot issues associated with their Food and Nutrition Services and Medicaid cases.
10/2013 to 09/2014
Production Associate Airgas Inc Hutchinson, KS,
  • Operations included: monitoring output quality and quantity, troubleshooting, making necessary (basic) machine / parameter adjustments where applicable; and alleviating minor jams.
  • Used SAP, Apriso & QDMS software/database and any pertaining to PM recordkeeping, increasing productivity by 15%.
  • Completed production records/forms/move tickets, recording relevant data onto forms or via electronic data entry.
  • Ensured accuracy and good documentation practices per company and cGMP standards.
  • Performed routine testing and inspection functions for each lot, per authorization and advanced training.
07/2012 to 07/2013
Technical Writer Zscaler, Inc. Grand Rapids, MI,
  • Collaborated with 10 teams thorough-out department to evaluate IT policies, procedures and governance to insure computer systems comply with regulations.
  • Researched various business systems to identify best practices for IT integration and technical approach using SDLC methodologies (Agile and Waterfall).
  • Adhered to consistent and rigorous technical documentation process, using Microsoft Word, Excel and Project, and creating work flows with Microsoft Visio. Also RoboHelp, Snag-it, Adobe Acrobat, MadCap Flare, XML and Photoshop.
  • Developed functional requirement documents to formulate operational procedures for integration into computer systems’ global strategy and technical feasibility, which decreased user error by 25%.
  • Reviewed departmental policies and procedures prior to integration into documentation systems such as SharePoint and RSA Archer.
07/2011 to 07/2012
Surface-Mount Technology Production Operator Triumvirate Environmental Gaithersburg, MD,
  • IPC 7711/7721 CIS Certified.
  • ISO/TS16949 Certified organization.
  • Utilized cable and wiring assemblies to construct electronic circuit boards.
  • Inspected electronic circuit boards for quality and reliability.
  • Performed assembly and soldering mechanisms of driver boards for finished products.
07/2010 to 07/2011
Machine Operator Hearth & Home Technologies Saint Paul, MN,
  • ISO 9001Certified organization.
  • Administered training to peers.
  • Documented information needed to complete refurbishing process using Microsoft Office, SAP and Oracle applications.
  • Visually inspected various types of notebook computers for physical defects as Manufacturing Prep stage of refurbishing process.
05/2008 to 01/2009
Production Technician Dell/Adecco City, STATE,
  • Received ISO 9001 certification.
  • Assembled desktop computers using various hand tools such as screwdrivers and small wrenches.
  • Distributed high value components such as central processing units (CPUs), RAM memory sticks/cards, and Microsoft COA labels to production lines.
  • Performed packaging processes to prepare finished personal computers for shipment.
  • Calibrated machines to maintain required productivity levels and adherence to quality standards
04/2006 to 08/2006
Technology Assistant-Intern Winston-Salem/Forsyth County Schools City, STATE,
  • Assisted with system-wide server migration project.
  • Provided demonstrations and training to 100+ users county-wide.
  • Utilized Symantec Ghost and ZenWorks, and virtual networking with VMWare.
  • Assured maximum operational effectiveness by supporting use of technology with staff, which increased retention of technology staff.
Expected in 12/2007 to to
B.S: Management Information Systems
Winston-Salem State University - Winston-salem, NC
  • Minor in Business Administration
  • Dean's List (Fall 2006 and Spring 2007)
  • Member of FBLA
Expected in 05/2004 to to
A.A.S: Information Systems/Network Administration and Support
Piedmont Community College - Roxboro, NC
  • Dean's List (Spring and Fall 2003)

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Resume Overview

School Attended

  • Winston-Salem State University
  • Piedmont Community College

Job Titles Held:

  • User Support Technician
  • Human Services Technician
  • Production Associate
  • Technical Writer
  • Surface-Mount Technology Production Operator
  • Machine Operator
  • Production Technician
  • Technology Assistant-Intern


  • B.S
  • A.A.S

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