End User Support Resume Sample
Paolo Douglas
358 Clay Oval,
Philadelphia,
PA
+1 (555) 578 7297
Work Experience
Manager, End User Support
08/2015
-
PRESENT
Detroit, MI
- Looking to add real value to businesses by using your knowledge and expertise to offer fresh insight and help enrich decision making
- Able to plan, organize and execute work taking into account various interests and priorities of various stakeholders
- Pragmatic & with sound judgment, result and solution driven
- Structured and a good communicator, able to convince and ensure real impact on the Finance organization
- Both business and risk minded
- Flexible and stress-resistant regarding deadlines
- Strong desktop support skills, including Windows XP and Windows 7
- Use discretion when dealing with sensitive or confidential data
End User Support Technician
12/2012
-
07/2015
Phoenix, AZ
- Create technical product documentation for hardware/software installations, troubleshooting techniques and problem resolution
- Interface with client leadership to seek and develop new business opportunities within the engagement
- Interface with Sales and Sales Engineers to assist sales leadership to qualify and close new business opportunities
- Provide practice leadership expertise within the engagement and within the overall practice for the development of client solution artifacts in the new business opportunity process
- Seek and develop the expansion of services within the existing TEKsystems customer base
- Responds to assigned issues and troubleshoots problems with desktops, laptops, tablets, mobile carts, printers and peripherals, including deployment of new devices. Identifies potential issues that could adversely impact end-user
- Work off-shift / overnight hours if the business needs dictate. Ability to navigate and manage Remedy Queue Incidents and Tasks. Proven ability to lead team in Service Management. Customer Service Response Ability to stand for a prolonged period of time, as well as ability to walk through facilities on regular basis
End User Support
06/2010
-
10/2012
Boston, MA
- The ability to quickly adapt to new situations
- A strong commitment to a team environment
- Collaborate with LAN technicians/network administrators to ensure efficient operation of the company’s desktop computing environment
- Various OS: Windows and Mac, as well as Outlook
- Provide desktop end-user support, PC setup/configuration, and resolution of all IT Client Services requests, for local and remote employees
- Act as a resource for all employees in regard to technical questions, and training
- Demonstrated knowledge of the technical specifications of various IT equipment and software packages to include: PC's, printers, scanners, Microsoft Office Solutions, and Microsoft Windows XP/7 and Mac OS
Education
University of Maine at Farmington
2005 - 2010
Bachelor's Degree in Computer Science
Professional Skills
- Strong organizational and prioritization skills, ability to juggle and track many tasks and complete them in a timely manner
- Superior communication skills (verbal and written) and well-developed customer presentation skills
- Outstanding project management skills; demonstrated ability to motivate colleagues and deliver on-time and on-budget
- Proven troubleshooting and repair skills
- Motivated technician with proven troubleshooting skills
- Customer oriented and focused on execution and strong listening skills
- Oral communications: Proven ability to express ideas verbally, including good presentation skills
How to write End User Support Resume
End User Support role is responsible for customer, organizational, software, advanced, technical, troubleshooting, basic, reporting, communications, leadership.
To write great resume for end user support job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For End User Support Resume
The section contact information is important in your end user 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 End User Support Resume
The section work experience is an essential part of your end user 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 end user 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 end user support position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative End User Support resume experience can include:
- Strong verbal and written communication skills and the ability to effectively listen; to include technical and non-technical information
- Excellent verbal and written communications skills with ability to tailor communication and style to differing audiences
- Strong customer service and customer support skills
- Self-motivated and directed with the ability to effectively prioritize and execute tasks in a high pressure environment required
- Excellent interpersonal, organizational and oral and written communication skills required
- Strong verbal, written, interpersonal, organizational and customer service skills
Education on an End User Support Resume
Make sure to make education a priority on your end user support resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your end user 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 End User Support Resume
When listing skills on your end user 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 end user support skills:
- Listens interpersonal skills, including creativity and curiosity with ability to effectively communicate and influence across all organizational levels
- Interpersonal skills, including creativity and curiosity with ability to effectively communicate and influence across all organizational levels
- Effectively communicate with customers over the phone, in person and via email while providing excellent customer service
- Demonstrated problem-solving skills; Identifies and resolves complex technical, operational and organizational problems
- Proven functional application support and customer service support skills
- Excellent communication skills in person, email, and telephone
List of Typical Experience For an End User Support Resume
1
Experience For End User Support Technician Resume
- Excellent written and verbal communication skills with a proven track record of cross functional and departmental communication and relationship management
- Good English writing and communications skills
- Excellent leadership and team player skills
- Excellent written and oral communication skills with the ability to document and teach installation of configuration processes
- Effectively multi-task and work in a dynamic, fast-paced team environment
- Relevant experience, with a proven ability to thrive in a fast-past, results-driven environment
- Demonstrated ability to diagnose and troubleshoot problems in an effective manner
- Prior USPS Retail or USPS Point of Service (POS) experience and knowledge of United States Postal Service business processes
2
Experience For End User Support Engineer Resume
- Effectively interface with all levels of the organization and external customers
- Experience with Service Now, Microsoft Operating Systems and applications experience
- Strong professional experience in Information Technology
- Assign and prioritise IT incidents and service requests in order to ensure that user problems are dealt with in an appropriate, timely and effective manner
- Experience working on and supporting remote computing components and solutions
- Experience working with infrastructure teams to solve ongoing problems
- Related work experience providing support to end users
- Experience working in a fast paced and dynamic but VERY customer focused IT Helpdesk environment
- Experience as a software developer in oil and gas industry using common languages up to - C, C++, C#, .net, or similar
3
Experience For End User Support Analyst Resume
- Demonstrated ability interact with Executive Level Customers and management in resolving technical problems on an emergency basis
- Experience with mobile device technology to include: Blackberry, Blackberry Enterprise Server, IPAD and Iphones
- Relevant technical support experience
- A solid knowledge of workstation connectivity solutions'
- Be a resource and guidance for customers with regards to Digital Workplace Solutions Premium Experience Team policies and procedures
- Assists in testing applications, service packs, and patches prior to corporate wide release
- Demonstrated technical competence within area of expertise
- Equivalent support experience in a healthcare environment
- Prioritize daily workload with minimal supervision
4
Experience For Manager, End User Support Resume
- Configuration and Support experience with
- Experience in equivalent positions required
- Proven ability to learn from, and teach, peers and to research solutions independently
- Experience in the technology space with emphasis on cloud/online service operations or SaaS/PaaS Technical Support or Application Support
- Previous experience helpful, but not required
- Experience in operational roles
- Experience troubleshooting a Windows 7 based desktop/laptop environment
- 1 – 3 years’ experience troubleshooting OS X
5
Experience For Senior End User Support Engineer Resume
- Demonstrated ability to provide end user support and troubleshoot complex technical issues
- Self-motivated, detail-oriented, and an ability to handle multiple priorities
- Experience in a Software-as-a-Service (SaaS), product-centric or payments business nice-to-have
- Assoc: 1-3 years’ work experience, preferably in a related industry or project environment
- Experience with MS Office especially Outlook Client
- Take responsibility for assigned tasks and prioritize workload
- IT experience in an end user or similar support role with the ability to work with minimal supervision in a fast paced complex support environment
- ISM and Siebel experience (1 year)
6
Experience For IT End User Support Technician Resume
- Past experience in similar role in oil and gas industry
- ITIL foundations methodology experience desired
- Some experience with client (PC) technologies and support services
- Experience in mission critical IT operations support environments
- Strong team player – collaborates well with others to solve problems and actively incorporates
- Zeacom experience (1 year)
- ISM Maximo, Service Now! and Siebel experience (1 year)
- Experience with Windows, Linux (1 year mininum)
7
Experience For End User Support Tech Resume
- Experience with mobile device tools such as Airwatch or MDM
- Intermediate level Unix experience
- Proven leadership and ability to adapt responsibilities based upon strategic business needs
- At least one year experience in IT Support or Customer Support environment
- Identifying, diagnosing, and resolving the level one issues in computer hardware and software in a systems such as laptops and PCs
- Provisioning and managing images & deployments using Jamf Pro and Manage Engine
8
Experience For IT Lead, Infrastructure & End User Support Resume
- Experiencing using MDT for imaging workstations
- Working knowledge of broad based server technology within a Microsoft environment; including but not limited to: Active Directory, Exchange, DNS and DHCP
- Bending and lifting, seldom over 50 pounds
- Imaging process -building off a USB stick - automation in place through SCCM
- Managing team performance against SLA’s, OLA’s, KPI’s and ITIL V3 based support processes
- Working closely with end user support delivery team and EUX team, develop sustainable end user support process
- Working w/ their business partners to understand the technologies and operations
- Conducting inventory as necessary
- Understanding of desktop and laptop computer hardware and peripherals
9
Experience For Associate End User Support Engineer Resume
- Supporting Corporate Finance, Human Resource & Supply Chain Systems
- Understanding of SOX/ HSPII constraints
- Imaging / deployment of laptops / desktops
- Understanding of Sarbanes Oxley(SOX)/ Highly Sensitive Personally Identifiable Information (HSPII) constraint
- Providing first level phone support for technology products
- Serving as Subject Matter Experts (SMEs) for our main technology platform
- Connecting our clients to the best solution or answer
- Educating clients to be self-sufficient
- Sharing best practices with team members
10
Experience For End User Support Tech, Research Mission Resume
- Working with team lead to improve team operational efficiency
- Serving as an internal advocate
- Being the voice of the client to Service, Technology, Product, etc
- Identifying risk for our clients and the firm
- Contributing to department level goals, projects, and initiatives
List of Typical Skills For an End User Support Resume
1
Skills For End User Support Technician Resume
- Superior customer service skills as demonstrated and articulated in an interview
- Superior organization skills as demonstrated and articulated in an interview
- Excellent customer service and interpersonal skills; professional demeanor
- Strong analytical skills and ability to solve technical problems across different platforms
- Effectively engage in high level, self-directed time management and prioritization of workload
- Technical Writer skills, in support of reveiwing / updating / creating documentation to support the customer
2
Skills For End User Support Engineer Resume
- Solid operational knowledge and experience with mobile computing technology, including Blackberry, iPhone and mobile hotspot products
- Total experience with increasing responsibility – 3 years experience leading a frontline team within an IT capacity
- Demonstrated ability to capture and document all relevant details pertaining to a support issues for the purpose of building effective KB articles
- Previous experience supporting multiple Mobile device platforms, iOS/Windows 8, Android, Blackberry - experience with BES and MDM administration desirable
- Prior experience working with a Helpdesk
- Ability and interest in learning technology related skills
- Total experience with increasing responsibility – 3 years experience with Incident Management and Problem Management processes
3
Skills For End User Support Analyst Resume
- Effectively manage IT training, devices and user services vendors for quality assurance
- Analytical and problem-solving skills and the ability to derive solutions to typical or unique problems
- High communication skills with users, third party
- Effectively interface and influence at all levels of the organization and external customers
- Effectively manages risk, makes decisions with confidence when problems or solutions are not 100% defined
4
Skills For Manager, End User Support Resume
- Problem Resolution skills; ability to logically troubleshoot, eliminate causes until root case is found; create a solution that addresses the root case
- Experience working in an IT support role or working in the MIS environment (or an equivalent combination of work experience and education)
- Work independently to develop new skills as needed to support new products and applications
- Work effectively without much direction or manager oversight
- Effectively recognize and resolve technical issues and adapt quickly to a new and changing technical environment
- Desktop Windows 7/Windows 10/Office and other software advanced Skills
- Customer Oriented Skills / Communication
5
Skills For Senior End User Support Engineer Resume
- Experiencing Supporting IOS and Android device using Air watch and GOOD
- Experience working on and supporting remote computing components and solutions including but not limited to: RSA Servers and appliances, Cisco VPN and Citrix
- ) experience installing/uninstalling hardware including: computer, mouse, keyboard, power cord, and printers
- Provide customers with local and telephone support by resolving issues, prioritizing issues and escalating as needed
- Experience using an issue ticketing system
- Proven ability to develop custom or standard programmatic solutions using the available tools & utilities, coding conventions and quality control procedures
6
Skills For IT End User Support Technician Resume
- Demonstrates working knowledge of end user hardware, operating systems, and telephony
- Good understanding of Windows Client & Server OS, Deployment techniques using SMS, SCCM, Altiris, or other similar technology
- Extensive experience with Windows operating systems including: XP, 7, and Server 2003 and 2008
- Relevant experience working with BMC Remedy support desk ticketing and asset management application
- ) All candidates need to have good communication, be presentable, and be able to follow directions on setting up and installing equipment
- Experience logging corrective actions and/or escalating more complex problems
7
Skills For End User Support Tech Resume
- Coordinate with sourcing and finance team to maximize cost effectiveness of services and training related costs
- The role would also involve providing quick and effective turnaround for tickets logged, after completing due investigation
- Experience working in a global, matrix organization
- Experience supporting Windows Desktop and client-server applications
- Experience working with DBMS systems and SQL
- Experience with application troubleshooting in a Microsoft environment
- Experience in sustainment engineering,
- Highly skilled in hardware, software and/or operating systems environment
- Experience managing staff in remote locations
8
Skills For IT Lead, Infrastructure & End User Support Resume
- Demonstrate high level of professionalism in dealing with end-users
- A passion for customer satisfaction and a deep understanding, born of experience, that an end user’s perception is reality
- Solid understanding of Windows and user account management via Active Directory and Group Policy
- Experience with Linux operating systems and virtual platforms such as VMware is an advantage
- Experience of working in a similar IT Support role
- Strong understanding of desktops, pc and laptop
- Self-starter with a proven track record of supporting complex customer solutions at the
- On site experience in Desktop/Server Support, Audio Video Conferencing, User Support
9
Skills For Associate End User Support Engineer Resume
- Experience interacting with customers over telephone, in-person, or electronically to determine appropriate actions to restore normal desktop operations
- Previous experience working in an IT Support role
- Run and manage Digital Workplace Products delivering world class IT user experience and adaption
- Need to have a solid, practical knowledge of system and applications logs, as well as performance monitoring tools
- Develop solid understanding of IT operations, applications, systems and business related processes and procedures
- Act as IT concierge service to provide end users skilled troubleshooting for all their open IT issues
- Skilled in the support of Microsoft Office Suite and Operating Systems
- Self-motivate and manage competing priorities
- Provide consistent, excellent customer service support to management levels and users
10
Skills For End User Support Tech, Research Mission Resume
- Experience as 2nd level phone support of Windows and PC’s
- Experience in a telephone customer service role
- Experience with Microsoft Intune or Enterprise Mobility Management
- Experience with Office 365 Cloud migration
- Experience with front-end technologies such as Javascript, HTML5, CSS, AngularJS
- Experience with JavaScript language, CSS & HTML (HTML5)
- Experience with JavaScript frameworks (JQuery, Angular, etc.)
- DB experience with either MSSQL or Oracle
List of Typical Responsibilities For an End User Support Resume
1
Responsibilities For End User Support Technician Resume
- Work and communicate effectively with internal customers
- 2 – 3 years’ working experience in system support engineering
- Experience with client application installation, packaging and deployment
- Assists less experienced team members
- Need to have a solid, practical knowledge of computer hardware
- Hands on experience with Active Directory, Exchange, and Group Policy
- Hands on experience with Windows 7, Windows 10
- Experience in a similar role
2
Responsibilities For End User Support Engineer Resume
- Oilfield Exploration Well Construction experience
- Make technology decisions on behalf of Senior Global Leaders, to create a seamless and productive daily experience
- A solid understanding of desktop and laptop computer hardware and peripherals
- Experience with client (PC) technologies and support services
- Acknowledge and address all customer queries, requirements and needs with patience and skill
- Understanding of LAN technologies and the TCP/IP protocol
3
Responsibilities For End User Support Analyst Resume
- Responsible for architecting and owning the desktop/laptop/Mac imaging process to include testing, development, and gold imaging creation/configuration
- Assist team with revising/developing the existing Qlik solution according to best practices with a focus on demonstrating the business value
- Track tool issues and suggestions including updating the tracking document and communicate suggestions to team
- Basic knowledge of programming languages and techniques including batch, VB, and power shell scripting required
- Provides assistance and training for employees in utilizing end user devices and software to conduct College business
4
Responsibilities For Manager, End User Support Resume
- In depth understanding of Windows operating system deployment (OSD) and management (Windows 7, 8, 10)
- Assist in setting up and maintaining security for the Qlik dashboard
- Familiarity with workgroup and domain environments, and general networking troubleshooting
- In IT, at least 5 years supporting end users and end user computing
- Develop and deploy Digital Workplace Products improving Korea based user’s digital IQ
- Organize business reviews encompassing projects, operations and strategic initiatives
- Deliver data and reporting of KPI’s and trends in ad-hoc, weekly, monthly reports and as needed
- Familiarity with emerging technologies, such as mobile devices
5
Responsibilities For Senior End User Support Engineer Resume
- Expertise in more complex troubleshooting issues with Microsoft Office, Windows, desktop, laptops, mobile devices
- Resolve tier 2 tickets in apps, operating systems, hardware, software, mobile phones and phones
- Assist in the building of application packages to be deployed to Windows systems
- Escalation point for difficult or high impacting IT incidents for particular hardware, software or platform
- Installs and maintains complex hardware / software systems and supporting large user groups
- Need to be proficient in core Microsoft products, including, but not limited to Win XP/Win7/Win8/Win10, MS Office 2010/2013/2016, and Internet Explorer
6
Responsibilities For IT End User Support Technician Resume
- Need to be a self-starter, eager to get involved in the troubleshooting process
- Broad knowledge of telecommunications, network, and desktop operating system and software
- Hardware troubleshooting - able to provide remote and face-to-face break/fix repair for Dell laptops. 1,000+ users (90% is laptops)
- Works to understand, research, define, and architect technology solutions to meeting client needs
- Builds necessary software patching deployment packages to maintain current software systems
- Performs troubleshooting for moderate to high complex hardware, software and system problems
- Proficiency working with Executive level staff
- Exchange 2013, Proofpoint Spam filters, and Global Relay archiving
7
Responsibilities For End User Support Tech Resume
- Knowledge of Ping One Single Sign On
- Microsoft Operating Systems to Windows 10 - 5 Years, Intermediate
- Android and iOS Operating Systems - 3 Years, Intermediate
- The ability to work independently, identifying resources and make independent decisions
- Flexible hours for availability (including evenings and weekends)
- Moderate amount of walking required
- Functional knowledge of multifunctional printers and the ability to manage and maintain a standardized printing environment required
8
Responsibilities For IT Lead, Infrastructure & End User Support Resume
- Flexibility to work 8 hour shift between the hours of 7am to 9pm including some weekends
- Develop and maintain problem tracking and resolution databases
- Maintain and contribute to a knowledge base
- Set user’s IT service quality standards and communicate with end user support team for continuous improvements
- Be the internal advocate for IT productivity tools, technology and services to engage users and increase use
9
Responsibilities For Associate End User Support Engineer Resume
- Continually review the service provided to end-users and customers to ensure they meet agreed service levels and all customers’ requirements as well as identify improvements to the service provided through liaising with stakeholders, conducting customer satisfaction surveys and electronic monitoring
- Experience working in a fast paced and dynamic but VERY customer focused IT Helpdesk environment
- Escalate to 3rd party vendors when necessry
- Installs, configures, troubleshoots, and resolves problems on a wide variety of desktop hardware and software via telephone/remote control access and occasional on-site support
- Customer Service skills; ability to interact with end-users pleasantly and productively
- Respond to end-user request for IT assistance
- Participate in on-call rotation for 24x7 support for Critical and High Issues
- Provide support for Virtual Desktop environment
- EUC: familiarity with desktop support; includes end-user interface level of knowledge with operating systems, desktop application software interaction with printers
10
Responsibilities For End User Support Tech, Research Mission Resume
- EUC: basic Microsoft Office knowledge
- EUC: face-to-face end-user interaction
- Responsibilities include supporting and learning the VZW store technology: understand technology in stores, such as BPK, POS tablets, MVE, Routers, switches, backup solutions, cisco phones,
- Responsibilities include supporting and learning the call center technologies – Thin Clients, UCCE, supervisor tablets, cisco phones, symon, and the overall operations/applications within the channel
- Responsible forthe supporting the technologies used by office workers such as Training, Marketing, Finance, HR and others – this includes and not limited to all the advertised software and approved hardware. Such as snag-it, MS Office, Meeting Place, Tablets, Afaria, Dameware, EMP, Trend, Citrix, etc…
- Responsible for quick/thorough resolution to trouble-tickets to address hardware/software/network connectivity problems as well as Customer Service Requests (CSRs) related to new equipment installations and software requests within the SLA timeframe
- Imagining desktops and laptops
- Deploying devices such as laptops, desktops, monitors, scanners and printers
- Travel to regional market locations is required as well as on-call rotation both during traditional and non-traditional hours
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