Level Support Resume Sample
Sylvan Fay
5719 Ibrahim Freeway,
Los Angeles,
CA
+1 (555) 783 5822
Work Experience
Level Support Specialist
10/2016
-
PRESENT
Los Angeles, CA
- An understanding of the workings of a managed MPLS Network
- Familiarity with xDSL, Wireless, Fibre and 3G connectivity
- Logging and escalating faults with upstream providers and vendors
- Familiarity with VoIP services and support of PBX
- Maintain awareness and comply with Bard’s Quality Management System, specific Quality policies, and any applicable laws and regulations as they apply to the position
- To contribute to the software development for one or more applications / products across the detailed design, build and unit test phases of the lifecycle
- Respond to requests regarding password reset / login help, exam registration confirmation, payment receipt and invoice requests, exam pricing, registration deadlines and basic requirements
- Act as a brand ambassador in all client interactions by delivering approachable, insightful and premium customer service
Level Support
07/2011
-
09/2016
Detroit, MI
- Resolution time – average time to resolve a customer issue
- St time resolution rate - % of customer contact resolved during the first contact
- Lead generation – identify sales opportunities for customer to upgrade
- Work directly with the 2nd level support team
- Escalating customer issues to the 2nd level team when necessary
- Provide feedback to the 2nd level team on new issues and potential new or updated Knowledge Base (FAQ) information
- Attend training sessions with 2nd level team to gain additional product and industry knowledge
- Provide quality verbal and written external communication within forms and via email with X-Rite’s customers, dealers, authorized service centers, and subsidiaries
- Manage customer relationship with regard to calibration, operation, and troubleshooting of the instruments and software, via specified programs
Entry Level Support Analyst
04/2007
-
02/2011
Dallas, TX
- Actively strive for first contact resolution for each client
- Recognize cultural sensitivities and respond to each interaction with awareness of global diversity
- Record transactions and notes on customer records, and document client communications in Siebel to provide knowledge cross-departmentally to enhance the customer experience
- Respond to requests regarding password reset / login help, CFA exam registration confirmation, payment receipt and invoice requests, exam pricing, registration deadlines and basic requirements
- Respond to requests regarding password reset / login help, \ exam registration confirmation, payment receipt and invoice requests, exam pricing, registration deadlines and basic requirements
- Provide efficient and effective customer phone, e-mail and web based support within the X-Rite Technical Support environment. Combine industry and product knowledge with use of the X-Rite Knowledge Base and other resources to resolve customer issues. These include installation of software & hardware and related drivers, databases as well as other product related issues
- Response time – average time to respond to a customer inquiry
Education
Friends University
2001 - 2006
Engineer's Degree in Math
Professional Skills
- Excellent people skills and customer service; excellent listening, written and verbal communication skills
- Excellent written communication skills and time management skills
- Strong focus on customer service with excellent troubleshooting / problem-solving skills with the ability to multitask and desire to learn
- Strong work ethic which include great attendance and punctuality. Excellent time management and multitasking skills
- Maintain excellent verbal and written skills to effectively communicate with clients
- Demonstrated customer service orientation and relationship management skills
- Strong oral and written communication skills to interact with non technical customers as well as technical I.S. staff and vendors are required
How to write Level Support Resume
Level Support role is responsible for customer, software, retail, credit, training, integration, database, refining, security, trading.
To write great resume for level support job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Level Support Resume
The section contact information is important in your level 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 Level Support Resume
The section work experience is an essential part of your level 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 level 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 level support position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Level Support resume experience can include:
- Manage own work schedule (good self-management skills)
- Strong interdisciplinary skills; Microsoft platforms, VMware, Citrix, storage, backup
- Strong collaboration skills, within function and across peer stakeholders, and desire to work in a highly collaborative environment
- Strong software and hardware technical support skills – Windows and Mac
- Soft skills course completion directly relating to customer care or supervisory roles
- Solid knowledge and experience from areas like electronics, software, IT services, IoT
Education on a Level Support Resume
Make sure to make education a priority on your level support resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your level 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 Level Support Resume
When listing skills on your level 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 level support skills:
- Software development experience or sales engineering experience
- Mandatory experience of using infrastructure as code – Chef experience essential. (other tools desirable - Puppet, Ansible, Powershell)
- Strong retail experience supporting POS and in store systems
- Attention to detail with solid experience with troubleshooting mobile devices on Windows, iPhones and other devices
- Experience working in a high priority, high demand environment
- Experience handling high-end clients with the ability to demonstrate proper service recovery steps
List of Typical Experience For a Level Support Resume
1
Experience For Level Support Specialist Resume
- Validating receipt of system services by outside suppliers or contractors
- Prioritize tickets and daily, or more frequent, customer follow-up to tickets and emails
- Education and experience in technical computer and networking service support
- Experience in C/C++ development (ability to read and understand code; write basic to intermediate level code)
- Providing technical advice and recommendations for systems, products and services available
2
Experience For Level Support Analyst Resume
- Testing of new developed soft- and hardware
- Training and education of sales and service people
- Providing guidance to RTB Level 2
- Managing a spending authority of $1000 for purchases from suppliers over the phone /Internet, or in person
- Planning installations and upgrades in consultation with staff, application owners and\or systems administrators
- Managing disposal of outdated or un-repairable computer equipment to surplus - asset disposal
- Working to resolve failure or problems in the event of a server failure or hardware problem at a time when more senior staff are not available
3
Experience For Level Support Technician Resume
- Managing Active Directory and email user accounts
- Training staff in the use of applications and software products
- Promoting security awareness as defined in the bcIMC Security Awareness Program
- Implementing solutions and workarounds to provide problem resolution for personal computers and level 1 network issues
- Grow professionally through on-going training, certification programs, and continued learning
- Provide video conferencing support to all users utilizing the video conferencing resources with an emphasis of support provided to VIPs
- In-store digital technology including supporting applications and infrastructure
- Respond to incoming calls, voicemails, web-submissions, emails and chat for assistance from clients experiencing technical issues
4
Experience For Sustaining Engineer, Level Support Resume
- Problem solving through programming of bugfixes
- Provide technical support by troubleshooting and providing account assistance to both customers and internal departments
- Ownership of Autosys batch maintenance and upgrade issues, writing and updating Autosys jobs
- Raise issues to management when they cannot be resolved using standard procedures
- Work with internal departments regarding technical projects
- Provide secondary technical support for Managed Services technologies, including firewalls, servers, and routers
- Demonstrable understanding of software services
5
Experience For Retail One Level, Support Resume
- Travel to client sites to provide support, including overnight and weekend stays (10% of the time)
- Patience when dealing with upset customers. Ability to empathize, support and reassure
- Over 2 years working knowledge of ITIL incident management & co-ordinati
- Provide technical system and user support by responding to calls and email requests for technical support in a timely manner
- Resolve technical problems, detect patterns of issues, and communicate with Client Success Manager regarding persistent issues
- Assist other department employees in troubleshooting difficult or time-sensitive problems
- Maintain, enhance, and extend UpToDate’s customer facing applications
6
Experience For Manager Level Support Resume
- ISeries server and operating system and peripheral devices such as printers, personal computers, thin clients, etc.)
- ESX server and operating system and peripheral devices such as thin clients, Point of Sale registers, etc
- RF technology including peripherals and access points
- In-Store infrastructure including network switches and routers
- Able and willing to carry a pager on a rotational basis (6am-1am)
- Assists staff and systems administrators with systems problems and decisions including
7
Experience For Level Support Service Manager Resume
- Assist with advanced troubleshooting for special projects as directed
- Knowledge in Windows XP, 7, 8.1, and 10 Operating Systems
- Provides Tier 2 (desktop support) problem-solving support related to all user hardware and software technical issues
- Establish, maintain & continually improve customer relationships and satisfaction regarding IT customer service and support
- Reproduce and analyze error messages through simulation and testing
- Collaborative and solution oriented approach to problem solving with stakeholders
8
Experience For Customer Operations Specialist, Level Support Resume
- Administration of Information Technology (IT) systems (network, operating systems (OS), applications)
- Changes of users, devices and other parameters according to customers’ requests
- Support of engineering teams
- Young and enthusiastic working environment
- Expertise troubleshooting OS/MS Windows, hardware issues and application issues
- Conduct research into server and operating system issues, standards and products
- Assist in the monitoring of call queues and analysis of data to ensure Service Level Agreement targets are met
9
Experience For IT Operations / First Level Support Resume
- Provide staff and students with induction and further training on the College’s information technology
- Key visibility in managing relationships with IT & User senior stakeholders globally
- Perform a leadership role for our client's conversions
- Provide escalated technical support for proprietary software, eDOC ASP Solution and related hardware
- Serve as a mentor to the Level 1 team
10
Experience For Software Engineer Level Support Resume
- Provide leadership for client conversions and network implementations
- Respond to requests regarding password reset / login help, registration confirmation, payment receipt and invoice requests, exam pricing, registration deadlines and basic requirements
- Keep up to date by accessing internal development sites and reading internal emails
- Diagnose data transfer problems and identify potential solutions
- Critically assess issues, evaluate urgency, whether they are known issues or require entry into bug tracking, suggest workarounds or emergency fix as required
- Gain insight into people and work situations and to evaluate them accurately
- Share information and capabilities with colleagues, informing orally and with written reports, creating a comfortable and productive working environment
List of Typical Skills For a Level Support Resume
1
Skills For Level Support Specialist Resume
- Fast learner with excellent problem solving and analytical skills
- Excellent analytic skills such as data feeds, Batch schedulers (e.g. Control-M), advanced excel, data feeds, etc
- Able to demonstrate strong customer focused
- Working experience in call centre/customer service environment and technologies used to support the environment
- Setting priorities for problem resolution and escalates when attempted solutions are not satisfactory
- Experience with programming languages (HTML, Java, JavaScript, Python, C++, Basic Shell Scripting)
2
Skills For Level Support Analyst Resume
- Experience with automated testing and setting up automated test suites, e.g. Selenium
- Experience in hands-on unit testing and peer level testing for simple scripts and code changes
- Experience in documenting procedures and training materials
- Experience of working with system monitoring tools, ACD and incident management tools
- Solid understanding of infrastructure, from systems administration to network operations
3
Skills For Level Support Technician Resume
- ) Experience working in a customer service focused support role (in person and remote support)
- Experience of building out Cloud based infrastructure like AWS
- Experienced in using source control technologies like Git, Bitbucket, Svn, VSTS etc
- Experience with Autosys and Splunk monitoring tools would be useful
- Experience working across Windows Server Environments
- Experience supporting E-Commerce systems
- Experience in support (2nd; 3rd level), maintenance team or development
- Experience in Linux embedded systems
4
Skills For Sustaining Engineer, Level Support Resume
- Experience with version control system usage
- Experience with agile software development and project management methodologies
- Experience in a help desk/call center environment
- Experience of orchestration platforms e.g. Kubernetes, Mesos, Swarm, etc
- Datacentre Automation and Orchestration experienceStorage
- Experience administrating learning technologies such as Blackboard Learn, Blackboard Collaborate, Panopto, Google Apps, MyLabs or similar
- Experience of working in an IT service management environment
- Experience of working in an academic IT Service
5
Skills For Retail One Level, Support Resume
- Experience with building and configuring end user devices
- ) Experience working in an ITIL environment (understand the methodology, change management and service request)
- ) Experience working with Microsoft Suite (Windows 7&10, Office 2016, Windows Server 2008 and onwards)
- Experience supporting all levels of Management (Board of Directors, C Suite, Sr. Vice President, and Vice President levels) for a multi-national corporation
- Experience in working in a multi-cultural global environment
- Experience providing all levels of IT end user support
6
Skills For Manager Level Support Resume
- Contribute to continuous improvement of the client experience by providing suggestions for the betterment of technical practices
- Experience working with advanced software issues that require root cause analysis
- Cooperate with other individuals with a problem solving oriented attitude on a professional level
- Experience with scripting (Python; Perl; Bash)
- Experience with video, readers, panels, keypads, CCTV and other access control hardware
- Experience in technical support or a similar technical role
- Experience in support (2nd; 3rd level), maintenance team or development (desired)
7
Skills For Level Support Service Manager Resume
- Experience in Linux embedded systems (desired)
- Experience with Jira/Confluence (desired)
- Experience with version control system usage (desired)
- Knowledge and experience in managing external and internal customer relationships
- DevOps and Continuous Improvement knowledge, including experience with DevOps tools and pipeline inc; BlueBird, Jenkins, NEXUS & Chef
- Over 2 years’ experience of working in an IT support environment/technical background
8
Skills For Customer Operations Specialist, Level Support Resume
- Over 3 years experience working in an IT support environment/technical background
- Maintain a strong and up to date technical knowledge of computers, peripherals, and software
- Two+ years experience in Information Technology
- Demonstrated knowledge of Windows 7 and some 10
- Windows Powershell experience
9
Skills For IT Operations / First Level Support Resume
- Telephone helpdesk experience
- Excellent telephone and written correspondence required
- Creating, processing, maintaining and resolving IT Service Desk tickets using the service desk management system
- Assessing and identifying training needs and refers them to the Service Desk Supervisor
- Supporting patching and upgrading of technology platform components as required
- Using SQL to query large datasets (e.g. discerning trends, comparisons, etc.) to understand root cause and user impact
- Automating deployments & orchestration using tools like Jenkins, VSTS, Octopus Deploy, Team City etc
- Responding to customers through written form using on-line support system
10
Skills For Software Engineer Level Support Resume
- Driving full root cause analysis and a detailed investigation of issues in the agreed time
- Understanding of the importance of time sheeting and call logging standards and a willingness to put it into practice
- Implementing systems monitoring, alerting, and oversight of recovery actions across all components of our infrastructure
- Refining and driving incident management and resolution processes across the Technology organization
- Providing weekly progress and metrics updates on ticket closures, documentation accuracy, etc. to Service Desk Supervisor
- Supporting Smartphones, tablets and the Mobile Device Management Solution
- Maintaining accurate hardware/software inventory information
List of Typical Responsibilities For a Level Support Resume
1
Responsibilities For Level Support Specialist Resume
- Knowledge of Oracle/SQL Server and SQL, query performance tuning, and Unix/Linux
- An enthusiasm for developing a high-quality service
- In-depth knowledge of standard business applications: Microsoft Office 2007 suite, Lotus Notes 8 – Mail & Databases, Windows XP
- In-depth knowledge of standard business applications: Microsoft Office 2007 suite, Lotus Notes 8 – Mail & Databases, Windows XP, Active Directory, Intel compatible hardware (Desktops, Laptops, Printers, Mobile Devices), Networking concepts, Remote Access
- Specialist knowledge in one of these primary technical areas:Lotus Domino/Application support, Networks, Windows (Infrastructure/Server support) & Active Directory, Windows Operation System and standard business applications, Intel compatible hardware, Remote Access, IT Security
- Provide in-depth analysis and implement strategic Information technology solutions to production problems for the applications in his/her purview, while adhering to deadlines and facilitating timely delivery to clients
- Self-starter with proven experience of ability to multi-task, being able to prioritize and follow through on tasks and ability to combine attention to detail whilst understanding the wider business and technology context
- Comfortable with a dynamic work environment
2
Responsibilities For Level Support Analyst Resume
- Product Integration specific focus
- Diligently manage client cases within Salesforce CRM, and communicate any perceived delays to management immediately upon identification
- Document, track, and monitor problems to ensure a timely resolution and appropriate follow-up with clients
- Assess issues and escalate, if needed, to higher levels of client support
- Configure client equipment both locally and remotely
- Learn new technologies quickly and deal with ambiguity
3
Responsibilities For Level Support Technician Resume
- Proficient in Internet related applications such as email clients, FTP clients and web browsers
- Proficient in the entire Microsoft Office suite (Word, Excel, Outlook, Powerpoint)
- Excellent communication (oral and written), interpersonal, organizational, and presentation skills using appropriate vocabulary and grammar to obtain and convey information
- Travel internationally as required by business
- Provide development support for Linux embedded OS
4
Responsibilities For Sustaining Engineer, Level Support Resume
- Provide development support for C/C++ based Application Development framework
- Analyze of reported defects, enhancements
- Preparation of requirements for development team Verify provided fixes Write C/C++ code examples
- Ability and willingness to work in the team
- Level II platform support for technical issues: ensuring that issues with our platform and tools are handled in a timely manner and are fully documented in our ticketing system
- Voice of our platform users to analyze their needs, escalating to our Product and development teams appropriately
5
Responsibilities For Retail One Level, Support Resume
- Analysis of log files and system statistics, to be able to discern issues with internal workflows and platform data
- Troubleshooting product-specific requests including campaign performance, delivery, supply questions, scalability, and partner data integration, using code sniffers, SQL, and internal tools
- Product communication and updates across internal teams and within the UI on platform performance and planned system maintenance
- Keep a pulse on industry news and trends, especially those related to MediaMath client base
- Equity, PointOne and PartsWatch functionality, menu options and application processes
- Self- Check Out hardware and application
6
Responsibilities For Manager Level Support Resume
- Following established ticketing procedures when documenting, analyzing and diagnosing technical problems including resolving multi-environment/platform hardware, software, operations or network problems
- Collaborate with other Infrastructure Services Technicians to assist with needs definitions, cost estimates, selection criteria and requirements definitions for hardware, software and solutions
- Actively adheres to compliance and risk management policies, and participates in business continuity planning
- Trains clients in use of information technology
- Utilize/follow standard problem resolution procedures/documentation to resolve problems and perform installations of PC hardware, software, and peripheral devices
- Identifies and escalates problems outside the scope of service or that are not resolved within a specified amount of time to appropriate team(s)
- Primary work environment is within all Client locations with required travel for client support at times
- Demonstrated ability to interact with many people of differing professional levels; to be involved in multiple projects simultaneously; and to succeed in an environment of competing priorities
7
Responsibilities For Level Support Service Manager Resume
- Troubleshoot, analyze, resolve, track, escalate and accurately document various technical problems and resolutions (i.e. software, hardware and client specific applications)
- Document client issues in various call tracking systems
- Pursue, recommend, and implement new methods, processes, and materials/equipment for improvement
- Provide friendly, courteous, and quality IT support to all users
- Knowledge in Microsoft Office 2007/2010/2013/365 (i.e. Word, Excel, PowerPoint, Access)
8
Responsibilities For Customer Operations Specialist, Level Support Resume
- Knowledge in Microsoft Outlook 2007/2010/2013
- Knowledge of Active Directory and user account changes
- Provide a high level of customer focused service to Senior Leaders
- Allocate time appropriately when asked to be involved in projects that require IT customer service resources
- Work cohesively with the Desk Side Support Team with an emphasis on teamwork and organization
9
Responsibilities For IT Operations / First Level Support Resume
- Communication with the 1st.- and 2nd.-level support team
- Direct communication with customers in specific cases
- Keep intensively contact to the process control R&D-team
- Test and verification of bugfixes from the support team
- In a later stage: extension of scope of support to multiple offers and products
- Contribution towards planned application management releases
- Coordinate with and adopt directions of Configuration Manager, Release Manager and Built Manager, guided by the respective processes
- Work in a global, cross-functional environment with diversified cultures
10
Responsibilities For Software Engineer Level Support Resume
- Resolution of disruptions in services
- Support of network, OS, applications, services and systems
- Communication with customer/partners via phone and/or email
- Cooperation with manufacturers of supported systems
- Creation and maintenance of relevant documentation
- Cafeteria - individual benefit
- Trainings and development opportunities
- Discounts at various providers in Košice
- Student/Graduate from IT related studies
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