Associate, Technical Support Resume Sample
Raphael Goodwin
87846 Feest Shore,
Chicago,
IL
+1 (555) 273 9937
Work Experience
Associate Technical Support Engineer
02/2016
-
PRESENT
Los Angeles, CA
- Monitor Acxiom’s applications, network, and server environments
- Understand different alert levels and how to respond to each
- Identify problems and resolves issues
- Provide assistance with communications and / or escalations during major incidents
- Manage routine incident and requests tickets with little direction
- Perform triage and restoration activities, such as restarting server application services
- Provide first point of contact for business clients after business hours
Associate Technical Support Analyst
10/2011
-
08/2015
San Francisco, CA
- Under guidance, participate as part of project team to provide technical support, resolve issues and plan for assigned IT functions
- Provide customer facing support service to internal colleagues
- Continuously expand knowledge in one of the 6 career paths and apply it to software development, software quality assurance, program management, system engineering & architecture and understanding and developing business solutions
- Identify and recommend opportunities to improve and enhance communication services to internal and external customers
- Continuously strive to improve, support and identify opportunities to increase efficiency and expand services
- To belong to a large organization with great local presence and the feeling of ‘family’
- For opportunities to earn more than just your base salary through various incentive and recognition programs
Associate, Technical Support
08/2005
-
07/2011
Dallas, TX
- For support in advancing and growing your career
- Provide customer facing support services to internal colleagues
- Provide direct technical support to customers in troubleshooting basic problems related to non-functioning electro/mechanical equipment, interface applications or reagents to identify problem area(s) and recommend corrective action. Including use of valid remote diagnostics for remote capable products. Refer more complex issues to higher levels
- Serve as a resource to customers and other departments (i.e. field service, sales, marketing, product champion and logistics) by providing requested technical/marketing information, and other field requested materials
- Directly contribute to the overall success of the company by providing efficient and effective technical service in a pleasant and informed interactive demeanor that solve the current service issue while promoting loyal business relationships
- Provides technical services in support of project work; works with project teams to implement defined technical activities, such as distributing new personal computers or developing new software, in accordance with established guidelines and procedures
- Support the corporate office operations – this includes all office computers, phones/mobile devices, printers and other IT functions
- Support of A/V equipment and coordinate meetings as required
- Support for network switches, cabling, IP addressing, wireless connectivity
Education
Neumont University
2001 - 2005
Engineer's Degree in Computer Science
Professional Skills
- Excellent reading and writing skills in English; fluent English language skills
- Excellent reading and writing skills in English; fluent language skills in English
- Strong problem-solving skills. Ability to multi-task and prioritize job requirements
- Strong social skills, able to work effectively with diverse candidates
- Demonstrated aptitude for problem-solving. Ability to determine solutions for customers. Demonstrated initiative. Organizational effectiveness skills
- Demonstrate troubleshooting and problem solving skills
- Excellent troubleshooting skills; passion for problem-solving and investigation
How to write Associate, Technical Support Resume
Associate, Technical Support role is responsible for troubleshooting, customer, investigation, english, passion, basic, organizational, research, training, technical.
To write great resume for associate, technical support job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Associate, Technical Support Resume
The section contact information is important in your associate, technical support resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Associate, Technical Support Resume
The section work experience is an essential part of your associate, technical support resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous associate, technical support responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular associate, technical support position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Associate, Technical Support resume experience can include:
- Effective and efficient troubleshooting and problem solving skills
- Strong troubleshooting/debugging skills and a
- Exceptional customer service skills, with experience working in a customer-facing environment
- Proven applied learning skills
- Strong Investigation & diagnostic skills; Problem solving
- Good communication skills with an aptitude of communicating problem resolution
Education on an Associate, Technical Support Resume
Make sure to make education a priority on your associate, technical support resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your associate, technical support experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Associate, Technical Support Resume
When listing skills on your associate, technical support resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical associate, technical support skills:
- Excellent customer service skills and prior help desk experience or customer-focused experience
- Good communication skills - able to communicate effectively at all levels
- Self-starter with a proven ability to achieve results as part of an effective team, and ability to effectively prioritize and multi-task under deadlines
- Strong time management skills and the ability to prioritize work and meet deadlines
- A strong communicator with good listening skills and the ability to be considerate and helpful
- Excellent interpersonal, verbal and written communication skills, be able to manage employees and customer expectations through effective communication
List of Typical Experience For an Associate, Technical Support Resume
1
Experience For Associate Technical Support Engineer Resume
- Desktop support experience or experience in an equivalent role
- Strong technical support experience on servers, systems and network
- Good understand of priority/severity levels and have worked to meet and exceed Service Level Agreements
- Service Desk or Operations experience with a demonstrated pattern of increased responsibility
- Additional language skills desirable – French, Spanish or German
2
Experience For Associate Technical Support Analyst Resume
- A strong working knowledge of networking, as well as installation, troubleshooting, upgrading, integration, protocols and client/server operations is required
- Experience designing, configuring and troubleshooting Enterprise Switching and Data Center environments
- Strong understanding of Operating Systems such as UNIX and Linux
- Work with conflicting priorities, show initiative, and maintain a customer focus
- Experience delivering customer support through Salesforce.com's Service Cloud
- Experience supporting Interactive Intelligence products
- Experience or knowledge with DBs and/or programming is preferable
3
Experience For Associate Technical Support Specialist Resume
- Create and maintain a positive customer experience
- Build strong and collaborative relations with clients through various methods
- Able to maintain a strong and proactive approach to information and knowledge acquisition
- Handle and prioritize multiple contacts and tasks
- Experience in web technology and software applications
- Hands on experience with troubleshooting tools such as Ixia or Spirent SmartBits
- 1 – 3 years experience working in a regulated environment
4
Experience For Senior Associate Technical Support Engineer Resume
- Strong computer proficiency, including Microsoft Excel and OneNote, and the ability to quickly learn new applications
- Prior Red Hat certification like Red Hat Certified Engineer (RHCE) or other relevant certifications
- Strong knowledge of Windows OS (XP, 7, 8)
- Previous experience with Ceph or Gluster storage
- Professional experience with the Telco industry
- Corporate business experience
- Enterprise software support experience
- Experience in a technical support position over the phone
- Software technical support and/or development or other relevant experience
5
Experience For Associate Technical Support Resume
- Manage multiple and varied tasks with enthusiasm and prioritise Service Desk workload with attention to detail
- Experience with network hardware repair
- Help Desk Support experience
- Experienced with ControlLogix processors and I/O applications
- Strong orientation on results
- Experience as IT Technician
- Related experience
6
Experience For Associate Technical Support Representative Resume
- Strong and positive customer service attitude
- Desktop / technology support experience
- Experience with Windows PC OS
- Previous experience in a helpdesk / IT support role
- Good knowledge of IT platforms and applications (desired)
- Experience with a Technical Support Center
- Technical Helpdesk experience desirable
7
Experience For Senior Associate, Technical Support Resume
- Delivers excellent customer support services
- 6+ months experience in a customer service or IT role required
- Experience in a Technical Support role or similar high-volume service center
- Experienced 1-3 years
- Interacting with customers submitting issues using the salesforce case management tool, “My Support” using emails, voice calls or Go To Meetings
- Working knowledge and understanding of a broad range of desktop based hardware and software and networking concepts
- Maintaining the rapport with Customers by displaying a detailed understanding of their support requirements
8
Experience For Graduate Opportunity Associate Technical Support Analyst SAS Research & Development Scotland Resume
- Completing administrative tasks, including checking voicemails, emails, timesheets etc
- Interpreting documentation and explaining error messages to audiences with varied backgrounds
- Receiving and logging requests for support from users
- Understanding of a wide variety of protocols, including SNMP, SMPT, WMI, SYSLOG, SSH, NTP, DHCP, DNS, CIFS, and NFS
- Diagnosing and solving problems reported by clients
- Operating Systems including (Windows, Linux,
- Understanding of a manufacturing environment
9
Experience For Associate Technical Support Technician Resume
- Understanding of and ability to ask open-ended/close-ended/probing questions
- Developing a deep knowledge of SumTotal’s range of enterprise products
- Developing knowledge and proficiency in the use and implementation of Genesys Cloud Products
- Collaborating with experts across technical support departments and SAS divisions
- Suggesting the appropriate SAS procedure, language feature, or product and/or solution for the particular type of analysis or functionality that is requested
- Providing references for formulas and techniques that our algorithms use, where possible
- Providing limited guidance and references to help interpret the output that is produced by tools, products and/or solutions
10
Experience For Lead Associate Technical Support Analyst Resume
- Logging Incidents and/or requests in the IT Service Management tool
- Demonstrating excellence in service and commitment to client satisfaction balanced with a concern for profitability and growth of the company
- Logging Incidents/Requests that are issued to the Service Desk over the phone or via email
- Respond to incoming merchant requests by striving towards one call resolution, while addressing multiple merchant needs and following quality expectations
- Provide technical support for customers by taking incoming calls and responding to web-based inquiries
- Directly assisting customers who are using or troubleshooting enterprise-class, multi-tier software applications and/or solutions
- Provide technical expertise in resolving IP routing and switching issues
- Analyze problems and identify solutions by utilizing databases of existing issues, debugging tools, and simple to moderate lab simulations
- Knowledge of Layer 2 and 3 switching/routing protocols and concepts such as subnetting, IPv4, Ethernet, VLANs, STP, OSPF, and Quality of Service
List of Typical Skills For an Associate, Technical Support Resume
1
Skills For Associate Technical Support Engineer Resume
- Linux experience in the enterprise sector, with excellent administration skills
- Basic troubleshooting techniques and effective problem resolution skills
- Solid listening and written and verbal communication skills
- Strong computer skills, including MS Excel, Outlook; ability to type 35 wpm
- Demonstrate technical leadership skills in day-to-day work; take ownership of critical
- Self-starter with strong organizational skills and attention to detail
- Fluent English, possess excellent verbal and written communications skills
- Highly sought after: Fluent Spanish, possess excellent verbal and written communications skills
2
Skills For Associate Technical Support Analyst Resume
- Strong inter-personal skills; team player
- Excellent written and oral communication skills. Ability to communicate well and teach over the phone
- Have excellent written and verbal English communication skills and are able to communicate via phone and email
- Troubleshooting skills and a real passion for problem solving and investigation
- Business partnering skills, understanding of Manufacturing operations
- Basic troubleshooting and debugging skills, with a passion for problem solving and investigation
- Prior internship experience in a technical support, engineering, IT or equivalent coursework
- Strong endpoint security experience, including network design, implementation, and management
- Clearly and effectively convey information via a variety of different methods targeted to varying audiences to yield maximum effect and benefit
3
Skills For Associate Technical Support Specialist Resume
- Basic troubleshooting and analytical skills
- Three to five years of Service Desk experience with a demonstrated pattern of increased
- Strong customer-focus orientation and skill set
- Provide exceptional customer facing skills and service to our merchants via inbound phone calls e-mail, and eTickets
- Effectively communicate technical concepts to clients
- Work in a fast-paced and changeable environment. Ability to communicate effectively with all levels of management
- Work effectively in a team and process-based environment
- Utilizes technical and analytical skills to solve hardware, software and network configuration problems
- Microsoft Office skills (e.g. Word, Excel, PowerPoint and Outlook)
4
Skills For Senior Associate Technical Support Engineer Resume
- Fluent language skills in Korean, Japanese, or Cantonese are an advantage
- Communicate clearly and effectively with customers at various levels of technical expertise
- Work effectively independently and collaboratively
- Entry level skills on systems, including hardware and software, products, services and processes
- Strong work experience in a technical domain particularly in storage (iSCSI/SAN/FC)
- Able to effectively communicate and present technical concepts to both technical and non-technical professionals
- Maintain technical knowledge and skills as it relates to the company’s technologies
- Scripting or programming experience in languages like Bash, C, or Python
5
Skills For Associate Technical Support Resume
- Providing excellent Customer Service via the telephone and email system
- Working experience with thin clients, and virtual desktop (VDI) environment
- Linux system administration experience including installation, networking, firewall, security, clustering, web servers, and databases using Linux
- Experience providing technical support to customers by taking incoming calls and responding to web-based inquiries
- Two years’ experience designing, starting up, and/or troubleshooting industrial automation systems
- Knowledge of and experience in diagnosing, troubleshooting and repairing electro-mechanical equipment in the field and ability to identify root-cause
- Linux system administration experience, including installation, networking, firewall, security, and services (i.e., DNS, OpenSSH, mail, and DHCP) using Linux
6
Skills For Associate Technical Support Representative Resume
- Experience of programming and debugging
- Support/troubleshooting experience in one or more of the following areas
- Experience working with computer hardware troubleshooting
- Experienced and proficient with troubleshooting techniques and problem solving in a 24x7x365 production environment in Financial Services preferable
- Packet trace analysis.HTML, scripting and programming experience are desirable
- Experience identifying and solving technical issues
7
Skills For Senior Associate, Technical Support Resume
- Experience working with network hardware and network cabling systems
- Good planning and organizing capabilities
- Customer facing experience in meetings during real-time incident management (desired)
- Strong technical aptitude, including analytical and problem-solving capabilities
- Three years experience working in a technical support role providing support on business critical software products desirable
- Strong understanding of operating systems – Linux/Windows/Mac/etc
- Basic experience with programming/scripting is desirable, but not required
- Satisfy customer expectations by providing an outstanding customer experience
8
Skills For Graduate Opportunity Associate Technical Support Analyst SAS Research & Development Scotland Resume
- Fundamental understanding of the OpenStack architecture and administration experience across all working components
- Experience working directly with customer in any industry
- Experience of programming in high level and low level languages such as C, C#, Perl, Python
- A strong and enthusiastic commitment to resolving customer problems in a high quality and timely manner
- Experience with Networking Principles, TCP / IP, LAN and WAN
- Experience troubleshooting Microsoft Office (Word, PowerPoint, and Excel)
- Experience with service ticketing systems
- 4-6-year experience as technician supporting over 300 users
- Experience with Networking Principles, TCP/IP, LAN and WAN
9
Skills For Associate Technical Support Technician Resume
- Experience troubleshooting MS Office (Word, PowerPoint and Excel)
- Understands and experience with networking
- Three to five years of coding experience and has SQL background
- Linux, Unix System administration, TCP/IP, DNS, and troubleshooting experience
- Able to follow a strong approach to task and issue management, including documentation
10
Skills For Lead Associate Technical Support Analyst Resume
- BS or MS CS/EE or equivalent experience and 2+ years in product support engineering within telecommunications and/or data communications
- Good understanding and awareness of IT terminology
- Proven track record of collaborative working across service lines and cross delivery units
- Experience working within defined timeframes to complete work
- Work experience in troubleshooting computer hardware and software issues in a role with direct customer contact
- Software testing experience would also be advantageous
- Hands on operational approach; generate confidence with colleagues by providing effective management, direction and ideas
- Experience with fiber and copper cabling systems problem determination
- Experience with Ticketing software, Office Products (Excel, Word, Outlook)
List of Typical Responsibilities For an Associate, Technical Support Resume
1
Responsibilities For Associate Technical Support Engineer Resume
- Build relationships with customer base and become knowledgeable about the customer’s needs. Update the customer on the status of reported problems by providing communication with strong focus on customer service and solution quality
- Strong Technical Documentation skills – both verbal and written
- Experience with Linux, or Unix operating systems; good understanding of installation, configuration, upgrade, and maintenance
- Collaborate as part of an effective global team to achieve team's goals and provide knowledge sharing assistance to team members and clients
- Knowledge base generally acquired from training and on the job experience
2
Responsibilities For Associate Technical Support Analyst Resume
- Accurate – excellent attention to detail
- Technical support experience, on servers, systems and network
- Handle multiple tasks at once, prioritize, and work well under pressure
- Isolating and documenting software problems, maintaining status and requesting fixes when needed
- Using monitoring applications to identify incidents
3
Responsibilities For Associate Technical Support Specialist Resume
- Working knowledge of monitoring platforms and applications. Monolith is an advantage
- Answering "how to" types of questions on the products and procedures. Providing information on known problems in usage notes for all areas
- Interpreting documentation and explaining error messages
- Interfacing with development and marketing to keep them abreast of software problems, suggestions and general comments and concerns from the user community
- Monitoring problem areas and taking steps necessary to reduce inquiries
- Interfacing with other groups and taking an active role in product direction
- Using My Support, with regular updates, accurately document details of issues, steps taken, follow up conversations, escalations and resolution
- Working computer proficiency in Google Business products
4
Responsibilities For Senior Associate Technical Support Engineer Resume
- Providing technical support to internal and external customers via telephone and email as necessary
- Testing software fixes as necessary
- Reviewing documentation for technical accuracy, consistency and user's point of view
- Determining software circumventions when fixes are not feasible
- Working in a technical support facility or call center, incumbents ensure that customers receive the highest quality hotline technical support
- Provide user support, coaching/mentoring end-users in the working of the PAREXEL client facing systems
- Follow Service Desk / Operations internal processes regarding logging incidents and following the defined incident management process
- Complete training to achieve training certification on all product segments within first 12 months on the technical support team
- Strive for operational excellence by promoting a team based, product-focused organization; contributing to continuous improvement
5
Responsibilities For Associate Technical Support Resume
- Participate in the creation of and adding to Knowledge articles, Troubleshooting Guides, FAQ’s, and other related support collateral
- Proactive troubleshooting user inquiries regarding Genesys Cloud products to resolve problems
- Perform administrative tasks for Monitoring Centre Tools, contact, escalation and mailing lists and other documentation or systems
- Liaise with appropriate internal teams and external parties to resolve outstanding client issues relating to CyberSource’s products and services
- Share your knowledge gained from troubleshooting issues by contributing to the global Red Hat’s knowledge management system
- Provide updates of the physical layout of equipment and cabling infrastructure utilizing Data Center Information management tools (DCIM)
6
Responsibilities For Associate Technical Support Representative Resume
- Provide user support in the working of the PAREXEL client facing systems
- Maintain rapport with Customers by displaying a detailed understanding of their support requirements
- Intermediate-level knowledge of multiple programming / scripting languages. (C/C++, ASP, PHP, xml, etc.)
- Awareness of database concepts; querying multi-level applications; object and data modelling techniques and design desirable
- Familiarity with general networking and security including browser security
- Basic level knowledge of security and information gathering tools like nslookup, traceroute, ping, Wireshark, tcpdump, netstat
- Responsible for supporting all customer service requests via phone or voice mail in a timely manner
- Initiates and tracks documentation to authorize and direct work according to customers’ contractual obligations
7
Responsibilities For Senior Associate, Technical Support Resume
- Read and interpret documents such as safety rules, operating and maintenance instructions, schematics, and procedure manuals
- Displays developing leadership qualities
- Technology oriented with the ability to become proficient in troubleshooting hardware and software issues
- In-depth knowledge of Windows operating systems and remote administrative tools like PowerShell, pstools, Microsoft snap-ins etc
- Responsible for product/technical support. Contributes expertise in testing upgrades and new releases from a client perspective
- Basic understanding of finance industry,
- Troubleshoot customers McAfee product issues using knowledge, tools and other internal
8
Responsibilities For Graduate Opportunity Associate Technical Support Analyst SAS Research & Development Scotland Resume
- Set and manage expectations with customers, including regular and timely communications
- Troubleshoot issues relating to CyberSource’s products and services
- Offer knowledge sharing and internal support to local/global team
- Handle a variety of product/technical support situations while speaking to multi-level clients
- Showcase your expertise in testing upgrades and new releases from a client perspective
- Build and improve positive working relationships with Visa clients and internal partners
9
Responsibilities For Associate Technical Support Technician Resume
- Enter required information within daily tracking sheet in support of the certificates and other related activities
- Handle multiple projects/activities at a time while meeting deadlines
- Provide Tier 2/3 technical expertise in resolving IP/SP product issues
- Escalate and collaborate with Software and/or Hardware Engineering to see the problem through to resolution
- Researches, documents and communicates recurring technical issues
- Delivers service at a high standard while knowing when to escalate and where to go for information
- Troubleshoot issues relating to CyberSource’s products and services, identify the root cause and propose solutions
- Standard M-F work schedule, but a willingness to work a flexible schedule including occasional weekends, earlier start time and later end time
10
Responsibilities For Lead Associate Technical Support Analyst Resume
- Utilize proper software and technological tools to maintain proper records and access technical information
- Collect, analyze and report on call center metrics in accordance with direction from service support manager
- Assist with technical support call loops and e-mail inquiries on part number requests
- Customer satisfaction: Perform with honesty and integrity instituting a highly responsive and unsurpassed level of customer service. Live The Stryker Brand, to earn customer loyalty by developing true friendships with our customers, providing best-in-class products, services and quality
- Identifies and records all productivity issues or concerns and help root cause problems. Participates in the development and implementation of corrective actions
- Participate in continuous improvement activities/projects and assist in any additional team/organizational projects
- Respond to simple and intermediate customer inquiries via multimedia channels; analyze complaints
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