IT Technical Support Resume Sample
Deion Schumm
44922 Konopelski Causeway,
Phoenix,
AZ
+1 (555) 852 6484
Work Experience
IT Technical Support Specialist
10/2017
-
PRESENT
Detroit, MI
- Follows University’s core values
- Upholds University’s professional ethics and integrity standards
- Hire and ensure staff is fully trained on all support processes and procedures
- Establish performance expectations across all staff
- Manage escalations associated with client reported incidents, requests and changes
- Develop staff from a technical, as well as, a customer service stand point
- Monitor process adherence and look for improvements
IT Technical Support
02/2012
-
06/2017
Phoenix, AZ
- Installing OS images on new and repurposed hardware
- Visits to other Engineering buildings across campus and city as needed
- Excellent Medical, Dental, Vision and Prescription Drug Plan
- Professional experience in IT software/hardware and mobile upgrades, deployment, and troubleshooting, including but not limited to Apple products
- Professional experience with current Windows OS, iOS, Microsoft Office Suite, Exchange, Outlook, and LYNC
- Professional experience with VOIP, mobile technologies required
- Knowledgeable in Audio Visual equipment/technologies to troubleshoot and identify appropriate solutions
- Maintain employee’s work stations and laptops
Entry Level IT Technical Support
08/2007
-
10/2011
Detroit, MI
- Drive resolver groups to ensure CenturyLink SLO’s on resolution and client updates are achieved
- Act as an escalation point for all client related issues
- Meet with staff on a regular basis to review performance
- Provide leadership with improvement initiatives and future enhancements to support capabilities
- Create new or update process documents
- Work with leadership team to develop group performance metrics and driving team to meet or exceed those metrics
- Identify work practices/areas to focus on for improvements
- Provides accurate, timely documentation of expenses and other information as requested
Education
American Sentinel University
2002 - 2007
Bachelor's Degree in Computer Science
Professional Skills
- Strong interpersonal skills, with a focus on listening and questioning skills
- Demonstrated strong customer service skills to meet or exceed customer service requirements
- Related experience. More complex analysis and troubleshooting skills required
- Excellent problem-solving skills, ability to take ownership of the work assigned, and deliver results timely, reliably and correctly
- Networking skills (good working knowledge)
- Experience in a technical support environment providing support to users, or an equivalent combination of education and experience
- Prior experience with help desk ticketing systems and service desk management tools
How to write IT Technical Support Resume
IT Technical Support role is responsible for customer, software, research, database, training, technology, english, analysis, integration, architecture.
To write great resume for it technical support job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For IT Technical Support Resume
The section contact information is important in your it 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 IT Technical Support Resume
The section work experience is an essential part of your it 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 it 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 it technical support position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative IT Technical Support resume experience can include:
- Deliver excellent customer service skills and be able to work alone and with remote teams
- Basic skills required: verbal communication, technical writing, listening, multitasking, detail oriented, analytical, and facilitating
- Analytical thinking skills and detail oriented
- Proven experience in configuring and administrating servers, workstations/laptops and associated software
- Some experience including internships, in work experience in Technical Support, Desktop Support, IT Help Desk Technician or similar role
- English language (written and verbal skills)
Education on an IT Technical Support Resume
Make sure to make education a priority on your it 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 it 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 IT Technical Support Resume
When listing skills on your it 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 it technical support skills:
- Demonstrate research skills and the ability to self-direct training to keep current with technology advancements
- Experience in handling escalations and Priority 1 Incidents
- Strong networking experience to include network connection diagnostics
- Demonstrated hands on experience of PC administration, software, and mobile devices
- Demonstrated experience in the field of IT Support
- Effectively interact with customers at all levels within the organization
List of Typical Experience For an IT Technical Support Resume
1
Experience For IT Technical Support Specialist Resume
- Excellent written and verbal communication skills to effectively communicate with users and others
- Effectively plan, set priorities, and manage his/her own workload under pressure to meet deadlines
- The ability to manage and prioritize own workload effectively
- Good technical skills with Java technology stack (Tomcat, Apache, JVM, etc.)
- Exceptional customer service skills and customer interaction abilities
2
Experience For IT Technical Support Analyst Resume
- Company/Industry Related Knowledge: Experience with validated/qualified computer systems
- Enhancing customer experience by conducting training and driving to create training material and knowledge base articles
- Experience in providing Tier II support for corporate desktop/laptop computer infrastructure supporting office-based clients and remote users
- Good understanding of IT support ticketing systems
- Experience supporting IT hardware including Dell desktop/laptop computers, laser printers, cellular/smartphones, tablet PC’s
- Develops and maintains effective working relationships with customers, vendors, and others related to the company
- Good understanding of computer systems, mobile devices, SKYPE and other tech products
- Solve application support cases through effective troubleshooting
3
Experience For IT Technical Support Engineer Resume
- Knowledge of Windows desktop PC’s is essential. Experience working with computers in a WAN environment is helpful
- Work experience in PC, Network, Telecommunications, Server, Mainframe, Software or other I/T technical operational support area
- Interface with corporate information technology group and key customers to improve customer experience and workplace collaboration tools
- Solid knowledge of PC and server computer hardware
- Advanced application support experience with Microsoft Office products
- Up to 1 year of relevant work experience in PC, Network, Telecommunications, Server, Mainframe, Software or other I/T technical operational support area
- Solves application support cases through effective troubleshooting of complex problems with transactions, record history and log info
- Multitask and prioritize work in a fast-paced environment
4
Experience For Renweb IT Technical Support Engineer Resume
- Develops new integration solutions for clients, in most efficient/effective manner, given software tools available
- Prioritize and manage several open issues at one time
- Hands-on experience with Windows/Linux/Mac OS environments desired
- Solid understanding of MS Windows 10
- Related experience in manual & automated testing
- Strong capabilities performing independently and as part of a cross-functional, team in a fast paced environment
- Experience with monitoring and performance diagnostic tools such as SolarWinds and Splunk
- MS Windows 7 in an Active Directory environment experience required
5
Experience For Specialist IT Technical Support Resume
- Hands on experience with HP Mercury s LoadRunner, QTP and similar tools
- Experience with IT Service Management tools such as ChangeGear or ServiceNow
- System maintenance experience with installation and configuration on an MVS Operating System using IBM’s SMP/E software
- Experience with storage management software products such as IBM’s SMS products and tape management systems such as Computer Associates product CA-1
- Relevant IP Protection experience in a law firm and/or in-house IP department
- Windows/MAC/Linux OS experience
- Troubleshooting complicated issues and driving to a solution
6
Experience For Senior IT Technical Support Tech Resume
- Clarifying license issues
- Working knowledge of PCI, HIPAA, and IPP
- Working knowledge of ITIL frameworks and best practices
- IT Technical Support position is responsible for creating, enhancing, fine tuning and deploying Microsoft Win-10 and Win-7 images
- Provide a functional and 1st level video conferencing support to all users utilizing the video conferencing resources
- Assist in developing the Performance Testing Strategy and Performance Testing Plans
7
Experience For IT Technical Support Coordinator Resume
- Responsible for using and participating in Knowledge Management
- Knowledge of basic TCPIP, DNS, DHCP and LAN routing and monitoring technologies
- Handles issues and analysis, identifies training requirements and recommends staffing needs to management
- Promotes and maintains the identity and reputation of BSE, ensuring customer satisfaction and addressing problems and complaints as they arise
- Meet all the IT needs of a local office from new hires, adds/moves/changes, level II troubleshooting, and being the face of MIS globally
- Installation and connectivity support for approved handheld devices – activating Blackberry, iPhone, Android, using Microsoft InTune
- Proactively respond or resolve issues by identifying potential problems and implementing solutions and prevention methods
- Performs troubleshooting, analysis and remediation of internal-client hardware issues, including computers, printer setup, phones, etc
- Assists with the creation of new hire telephone and voicemail extensions, routing extensions to appropriate locations and updating information
8
Experience For It-technical Support Engineer Resume
- Perform daily fault and performance analysis using a variety of monitoring tools to discover network, server, and application impairments
- Provide partner and leadership notifications regarding critical impacting events
- Intermediate understanding of Unix, Linux & Windows Enterprise operating systems
- Specialized training related to the support of Microsoft Windows Operating systems and applications considered a benefit
- Provide technical support and troubleshooting services to end-users who need assistance with their computer
9
Experience For Manager IT Technical Support Resume
- To resolve the majority of incidents and requests as efficiently as possible using the appropriate tools irrespective of the user’s location
- To be responsible for ensuring the formal escalation process for incidents that need to be passed to 3rd line support
- To ensure awareness and understanding of all IT Security Policies as they relate to the specific job role
- Mentors, coaches and helps with training lower support tiers
- Understand concepts of Voice/Telecom systems. Voice Messaging system and deploy new phone and voice mail extensions
10
Experience For IT Technical Support Tech Resume
- Windows Server 2008/2012 Windows 7 through 10 operating system expertise
- Travel to remote offices, including international
- Responsible for providing general knowledge in all areas of business as well as application
- Provides IT Desktop support to the relevant EMEA End-user community, this includes all desktop/laptop computing hardware and software and peripherals
- Assist the network administrator in troubleshooting server-related issues
- Initiates timely communication with the supervisor regarding personal computers and related measures as defined by the supervisor
- Diagnose and troubleshoot technical issues, including account setup and network configuration
List of Typical Skills For an IT Technical Support Resume
1
Skills For IT Technical Support Specialist Resume
- Hands on technical experience and knowledge in installing, configuring, performance tuning in technology domains including, but not limited to the following
- Experience in a large organization administering, operating, maintaining and securing large-scale enterprise desktop environments
- Experience in creating material and conducting training
- Programming experience in a UNIX Scripting, Database Developer, supporting ETL platform
- Extensive experience in examining, investigating and solving problems
2
Skills For IT Technical Support Analyst Resume
- Deep-seated experience with software, desktop and server operating systems, including Microsoft Windows products
- Use Call Tracking systems to log/update/close tickets, prioritize issues and balance workloads bringing customer problems to full resolution
- Experience in IT Technical Support in a large multi-site international engineering or technical organization
- Experience with direct hands-on desktop support (i.e. imaging, hardware/software installs/updates, etc.)
- Customer service experience, including support of end-users
- Two or more years of experience in IT Technical Support in a large multi-site international engineering or technical organization
3
Skills For IT Technical Support Engineer Resume
- Fiber/Copper Cabling installation/Maintenance Experience
- Demonstrated proficiency with computer software imaging technology
- Or more management experience in a customer facing environment
- Experience providing tier 2 level face-to-face and remote end user support
- Experience in working in a multi-site global environment
- Experience in call management and call routing
- Experience in handling telecom and IMAC requests
- Experience in working with senior executives
4
Skills For Renweb IT Technical Support Engineer Resume
- Experience working issues/cases at various technical levels
- Previous experience as a USAA contractor supporting all levels of employees
- Previous experience troubleshooting USAA applications as well as Cisco phones
- Top Skill Sets: Security, Access Administration, Active Directory, ITIL
- Experience in Customer Support
- Experience with problem determination and resolution
- Progressive and relevant experience in computer information systems
- Experience in a customer support/service role
- Demonstrated sense of urgency appropriate to our business and the hospitality industry
5
Skills For Specialist IT Technical Support Resume
- Experience in Multi-national company. Have the communication capability to support users across OSRAM region
- System administration experience in Windows
- IT customer service, service desk, infrastructure, system administration and/or data center experience
- Experience with automated software delivery methods
- Demonstrated ability to think and act decisively and quickly
- Audio and Video conference support experience
- Experience with Remedy or Service Now ITSM Tools
- High-level technical support experience
6
Skills For Senior IT Technical Support Tech Resume
- Technical experience with web applications
- IT customer support experience in a professional environment
- To build and maintain excellent relationships with all customers of IT Services as part of the Service Delivery organisation
- Operate as part of the End-User service team
- Supporting and troubleshooting Desktop Personal Computers and Laptops
- Supporting, Management and troubleshooting of Barcode Printers, Network Printers and document scanners
7
Skills For IT Technical Support Coordinator Resume
- Lifting and transporting of moderately heavy objects, such as computer and peripherals
- Working knowledge of SD Ticketing system (ex: Remedy, HEAT, Service Now)
- Understanding of SLA’s with Customer and Operating level agreements with third party vendors
- Working knowledge of network protocols and basic services including TCP/IP, DHCP, VoIP, WiFi, and DNS
- Scripting Language (Perl, Python, etc
- Varying work hours, weekends holidays
- Scripting languages to create self-service pages
- Working knowledge of current Windows software
- Cabling/Connectivity: Ethernet in twisted pair, fibro, and wireless environments
8
Skills For It-technical Support Engineer Resume
- Seeking IT support technician to provide support and service to internal employees
- Ensure compliance with SOx requirements by ensuring ongoing compliance with the following objectives
- Typically responsible for acting on existing trouble tickets established in the tracking system
- Create, edit, update and maintain web site content including Installation Instructions, training material and knowledge base of frequently asked questions
- Assist 1st Level Support Teams by providing detailed solutions and providing clear and concise documentation for future use
- Bring out other people’s potential/talents, successfully motivate and challenge a team
9
Skills For Manager IT Technical Support Resume
- Microsoft Office (all suites including O365)
- Telephony/Video Conferencing and Skype for Business
- Provide on-call support on a rotating 24x7 schedule
- Empathy with users, Patience & Understanding
- Basic working knowledge of all general use office equipment
- Stay up to date on workplace technologies by testing new Windows and mobile products to introduce new products and services to increase employee productivity
- Be creative and adapt to new technologies quickly. Stay up to date on workplace technologies by testing new desktop and mobile products
- Exhibit creativity and flexibility in solving customer problems
- Server administration including clusters and shared arrays
10
Skills For IT Technical Support Tech Resume
- Additional working hours as required
- Proficiency in troubleshooting TCP/IP issues in a corporate environment
- Work independently while collaborating with remote teams in a fast-paced environment
- Software troubleshooting and installation knowledge
- Mobile Messaging - Android/iPhone support
- Assist national infrastructure team with issues pertaining to networks, servers, print devices, workstations, all others as needed
- Utilize Helpdesk ticketing systems to open, update, assign and close internal support tickets as needed
List of Typical Responsibilities For an IT Technical Support Resume
1
Responsibilities For IT Technical Support Specialist Resume
- Understanding of TCP/IP and the OSI model
- As needed, assists in escalating and remediating problems through Problem Management processes, alerting others to deficiencies in system process degradation
- To ensure understanding and compliance with all IT policies and procedures
- Follow up with clients to ensure their IT systems are fully functional after troubleshooting
- First point of contact for internal customers for problem recording and resolution
2
Responsibilities For IT Technical Support Analyst Resume
- Interprets, evaluates, resolves and tests internal/external client inquiries or issues regarding the functional operation of application hardware and software
- Desktop/Laptop imaging solutions
- Assists with the administration and maintenance of the telephone system, including telephone switches
- Manages user account information, including rights, security and systems groups
- Participate in efforts to analyze, specify, and design testing for components in Service Oriented Architecture (SOA)
3
Responsibilities For IT Technical Support Engineer Resume
- IT troubleshooting PC's, Laptops, network connectivity, Hardware and Software issues
- Functional and Performance Testing of CRM Applications such as Salesforce.com
- Provide support and training to all Technical Support Analysts
- Analyze computing requirements and system needs
- Ensure security and policy compliance while performing technical tasks
- Participate in on-call rotation and after hour’s emergency support for customer’s IT systems
- Produce reports against service levels and KPI’s
- To resolve incidents and requests within agreed SLAs
4
Responsibilities For Renweb IT Technical Support Engineer Resume
- To be proactive in the avoidance of repetitive incidents through publishing “how to’s” and “tips” to users on a regular basis and ensuring that the knowledge base in ServiceNow is kept up to date at all times
- To identify and report immediately to IT Management any potential IT risks, taking appropriate measures to mitigate the risks within area of remit
- To ensure that standards (such as desktop images) are consistently maintained across the Group
- Regular interaction with 3rd party organisations that provide IT related services to HCUK
- Undertake other projects and tasks as allocated by any member of the IT management team from time to time
- Determines the most effective and efficient way to conduct a series of operations in ADP's high volume and diverse IT environment. Ensure the current state of IT infrastructure functions to meet the current and future demands of the business. Ensures accountability for problems in the IT infrastructure and appropriate work-arounds are provided
- Provide a channel for users to request and receive standard services for which predefined approval and qualification processes exist. Provide information to users and customers about the availability of services and the procedure for obtaining them
- This is for a Bilingual Overnight Technical Service Desk role. Need is for a French and English speaking tech.
- Hardware and Software Installation and Troubleshooting
5
Responsibilities For Specialist IT Technical Support Resume
- Fulfill standard requested services. Assist with general information, complaints or comments
- Ensures root cause of problems in the IT Infrastructure is identified and accountability is assumed through ownership assignment and repeated status reviews. Uses platform and product expertise to source the ownership of the problem, correlate to known error database, prioritize, and review resolution proposals
- In case of Major Incidents creates post mortems and reviews with business leadership. Documents and communicates interim fixes
- Closes problems after permanent solution deployment
- Provide local IT Support: Windows, Backups, Network, Unix, Security and Helpdesk teams
6
Responsibilities For Senior IT Technical Support Tech Resume
- Provides on- call consultation as needed. Facilitates training, support and guidance to Production Support partners and Enterprise Help Desk partners by ensuring development and distribution of documentation within both areas
- Help drive technical support projects and participates on cross-functional systems development project teams as needed
- Provide Project Support on Local and HQ assigned Projects Respond to and support End User IT Support issues documenting each issue and its solution in the GFE ticketing system
- Supporting trainings and operational use of the tools in Portland
- Perform Install, Install, Move, Add, Change (IMAC) functions and support for customers in the region using related tools and services within the infrastructure
- Use companies ticketing tool SD+ to record all tickets and work logs
7
Responsibilities For IT Technical Support Coordinator Resume
- Act as part of the Service Support Bar team
- Provide 2nd and 3rd level application and hardware support for the with OSX and Windows clients in the region and others as required
- Participates in the development and implementation of OSX and Windows Service Support Technologies, Standards and Strategies
- Detailed knowledge of Windows client- and server environments, network protocols as well as Microsoft Office products and Active Directory
- Acts as interface to external providers for system repairs
- Life Cycle Management of the Workplace (e.g. providing up-to-date inventory for region, verification of new OSX and Windows requests according to Client Deployment Policy,
- Coordinate, setup, and maintain day-to-day support of computer hardware and software, network, and telephone systems at the Branch office locations
- Monitor Support Queues and support the end users via telephone or utilize remote support tools when they have system-related issues
8
Responsibilities For It-technical Support Engineer Resume
- Notify key personnel regarding planned visits to the Branches, including details about arrival time, plans, user requirements, and after the visits are completed document/communicate what was accomplished, and what is left to be done
- Manage technical incidents and requests, from initiation to follow up and resolution
- Communicate with other IT teams (DC-BOS, Infrastructure team, Service management
- Work with all technical teams on the incident resolution and request fulfillment
- Provide users with IT support quickly in a calm polite manner
- Produce reports on activity as requested
- Perform Project Management tasks upon CTG Request
- Inventory management of local IT equipment
- Coordinate, setup, and maintain day-to-day support of computer hardware and software, copiers, network, and telephone systems at the Corporate and/or Branch office locations
9
Responsibilities For Manager IT Technical Support Resume
- Monitor and manager Support Queues (ITSM) and support the end users in-person, via telephone, or utilize remote support tools when they have system-related issues
- When to declare a call center impacting issue an incident and involve the team lead Crisis Analyst
- Any decision having to do with the normal function of their daily job
- Follow the agree ticket handling service delivery metrics (SLAs) for given service desk tickets, requests and incidents
- Establish, maintain customer relationships and satisfaction regarding IT customer service and support
- Ability, willingness, and flexibility to come in early or stay late depending on the level of the need
- Teradyne has an immediate need for an IT Technical Supportteam member based out of our Corporate offices in North Reading, MA
- Maintain documentation of computer hardware and software, copiers, network, and telephone systems (asset management)
- Adhere by the Corporate and IT policies and procedures
10
Responsibilities For IT Technical Support Tech Resume
- Understand networking concepts (wired and wireless), protocols (TCP/IP and subnetting), VPN, and basic commands from the command prompt (ipconfig, tracert, etc.)
- Support (install, troubleshoot, configure and repair) a variety of internal and third party applications for client workstations and servers in both the desktop and lab environments
- Under supervision, troubleshoot, trace, and repair connectivity problems from the jack to the Patch/PBX panels in both LAN/WAN and Telecom environments Communicate highly technical information to both technical and nontechnical employees
- Provide outstanding customer service and world class support in a large, fast paced, high pressure, corporate environment. - Serve as a front line interface to users
- Working knowledge of installing, troubleshooting, configuring, and repairing Windows client/server and/or Unix client/server (Linux, Solaris, AIX, etc.) Operating Systems in both desktop and lab environments
- Production Control provides support for Disaster Recovery/HADC exercises; performs research, analysis, trending on metrics for the team
- Performs complex monitoring/return to service functions
- Provides complex job specific skills/knowledge with responsibilities for z/OS console operations including hardware and software knowledge, as well as, batch, on lines, and started tasks in order to perform monitoring, operational tasks, and level one preventative/return to service functions
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