Senior Support Specialist Resume Sample
Zakary Metz
18634 Balistreri Plains,
New York,
NY
+1 (555) 716 2528
Work Experience
Senior Support Specialist
10/2016
-
PRESENT
Detroit, MI
- Experience in Finance, Accounting or Information System department in a Analyst role that provides end user support
- Answering customer calls and emails, and directly responding to questions, handling issues and providing guidance on services, inquiries, adverse events or complaints
- Focus on service excellence to all customers in a clear, effective, courteous and professional manner
- Demonstrate good listening skills with the ability to diffuse irate callers
- Maintain call record rate, average talk times and a low error rate
- Effectively processes adverse events and complaints in an accurate and timely manner
- Receive and handle priority adverse event cases from product support specialist
Resource Support Senior Specialist
09/2011
-
04/2016
Chicago, IL
- Coordinating return of complaint samples for quality analysis
- Scheduling of customer satisfaction
- Full understanding of company products and how to support them. Continue to expand knowledge
- Demonstrate dependability by maintaining excellent attendance and complete assigned work in timely manner
- Maintain confidentiality of personal matters and other information deemed to be confidential; as well as adhering to department and corporate policy and procedures
- Manages small, intermediate and large sized IT related projects
- Manages the work of others in the area of IT hardware and infrastructure
- Manages the request process for all hardware, the procurement process, the imaging/configuration process, and the deployment process
- Maintains key vendor relationships to provide the best solutions for the Company
Senior Service Line Specialist FMS Tech Support
05/2005
-
07/2011
Los Angeles, CA
- Deliver support for reported problems with desktop computers, laptops, peripherals, mobile devices and IP/ POTS telephones
- Proactively monitors trends to prevent enterprise-level issues
- Provides administration and support to VOIP and POTS based phone systems
- Supervises and conducts the installation and configuration of desktop/laptop computer hardware, software, peripherals and mobile devices using standard procedures
- Work with and coordinates vendors to troubleshoot and resolve issues
- Maintains inventory of equipment available for re-use as required
- Researches, evaluates and provides recommendations to management on software, hardware and telephony related technology being considered for use by Compassus
- Writes documentation and/or reviews documentation written by others that describes installation and operating procedures
Education
Drew University
2000 - 2004
Bachelor's Degree in Computer Science
Professional Skills
- Excellent interpersonal and communication (written & verbal) skills and prior customer-facing experience
- Problem Solving and Decision Making Skills: Thinking analytically, using diverse research skills,
- Demonstrate strong problem solving and triage skills
- Experience with MS SQL Server 2008 / 2014 with strong SQL scripting skills
- Strong interpersonal and communication skills; effectively communicates with project team, multiple areas, divisions and outside vendors
- Excellent time management skills with ability to prioritize independently
- Strong Spanish speaking and verbal skills
How to write Senior Support Specialist Resume
Senior Support Specialist role is responsible for research, database, organizational, interpersonal, customer, excel, software, analysis, recruiting, training.
To write great resume for senior support specialist job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Senior Support Specialist Resume
The section contact information is important in your senior support specialist 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 Senior Support Specialist Resume
The section work experience is an essential part of your senior support specialist 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 senior support specialist responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular senior support specialist position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Senior Support Specialist resume experience can include:
- Excellent written and oral communication skills with strong interpersonal skills
- Excellent communication, analytical, and written skills
- Excellent written and verbal communication skills are
- Energetic person with strong interpersonal skills - E
- Strong skills in MS Excel are required
- Excellent communication and presentation skills, able to work in a multidisciplinary team
Education on a Senior Support Specialist Resume
Make sure to make education a priority on your senior support specialist resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your senior support specialist 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 Senior Support Specialist Resume
When listing skills on your senior support specialist 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 senior support specialist skills:
- Team leader experience or a good understanding of what makes an effective leader if no management experience is held
- Excellent communication and interpersonal skills with strong commitment to customer service
- Strong organizational skills with a high level of comfort in a fast-changing environment
- Strong technical writing skills, Self-starter and independent worker
- Effectively manage multiple and competing priorities and work independently on multiple projects
- Work within outlined SLA and have strong follow up skills
List of Typical Experience For a Senior Support Specialist Resume
1
Experience For Resource Support Senior Specialist Resume
- Build a strong and cohesive team environment in which cooperates to resolve problems, improve production reliability, stability, and availability
- Business development skills – understand customer’s pain points and present DM< solution
- Experience delivering or supporting a digital media business, revenue operations or digital marketing operation
- Experience servicing phone calls for Wealth Management clients
- Previous experience in a contact center handling escalations
- Able to independently identify, prioritize, monitor, communicate, and/or resolve elements that can impact a project
2
Experience For Senior ERP Application Support Specialist Resume
- Ensure incidents are prioritized and worked on in proper order and review backlog items to ensure they move forward to closure
- Prioritize activities to be performed
- Operates independently; has in-depth knowledge of business unit / function. Communicate with stakeholders and business on escalated items
- Demonstrated knowledge of Microsoft PowerPoint, Word, and Excel
- Demonstrate an in-depth knowledge of hardware standards, major components, and how they interface with the environment
- Demonstrates an in-depth knowledge of common software
- Experience in IT (this is not an entry-level job)
- Electrical Distribution experience
- Monitoring and reporting on service levels attained for our new ecommerce portal
3
Experience For Senior Service Line Specialist FMS Tech Support Resume
- Developing and maintaining short, medium and long term forecasts of client demand
- Creating schedules using relevant toolstool to match demand and optimise service levels
- Producing MI to report, improve, develop and maintain a consistent and improving performance outlook
- Typing and word processing techniques
- Willing and able to participate in a 16/7/365 scheduling rotation
- Optimising on the day resource to meet all KPI’s across the team and wider team
4
Experience For Product Support Specialist Senior Resume
- Creating bespoke solutions to positively impact client, colleague or costs
- Bring hands-on technical expertise to the sales process
- Understanding of Line of Business initiatives and objectives
- Processing external invoices within established service level commitments
- Identifying problems that require PORT Team support and those that can be resolved at point of call
- Assist with inventory management, material ordering and shipping, catering, rostering, survey collection & creating offerings in LMS
5
Experience For Senior IT Application Support Specialist Resume
- Position responsible for gathering, analyzing and researching large pieces of regulatory exams at the direction of Regulatory Affairs Managers and Counsel
- Position works directly on production of regulatory responses and large exams across RAU, including collecting and analyzing data
- Process requests from customers, including answering billing
- Update account analysis system including pricing entries, bank control and development of account pricing structure
- Perform call routing and system license updates accurately and in a timely fashion, as well as providing confirmation of updates to stakeholders
- Assists with trouble-shooting telephony issues within the scope and resources available on the business-side, often working closely with IT
- Basic understanding of Internet routing and TCP/IP protocol is required
- First point of contact to handle inquiries (including system troubleshooting) from employees, managers and HR professionals
- First point of contact to handle all L&D inquiries (including system troubleshooting) from employees, managers and HR professionals
6
Experience For Senior A / P Support Specialist Resume
- Create, distribute, monitor, and update reporting related to tax-exempt financing
- Assist the Product Manager with market sensing analysis and reporting on the product
- Distributes software to workstations upon request and applies knowledge of licensing process and license tracking
- Order training materials and meals for learning events
- Procurement including Purchase Requisition and Purchase Order management, worked closely with the sourcing team on the creation of purchase requisition
- Leverage internal toolset - including Totango, Zendesk, JIRA, and QuickBase -- to surface ticket trends, commonalities, and recurring issues across clients
- Liaise between Solutions, Engineering, and Product teams to develop training methodologies and enhance support protocols
7
Experience For Senior Commercial Product Support Specialist Resume
- Audit a random sampling of calls to measure compliance with the Call Monitoring Disclosure requirement
- Works directly with Attorney in table funding states to obtain closing fees and state specific requirements,
- Incident and task creation and handling using RemedyForce incident management tool
- Provides technical support, troubleshooting, and deployment for software application
- Maintains ACD Routing documentation on the business-side to ensure an accurate reflection of DNIS profile configurations
- Produce and maintain ACD routing process flows and other documentation as needed and upon request
- Assists in the updating and publication of call performance reports on an intraday, daily and as needed basis
- Partner with Latin America controllership on monthly reporting
- Manage deadlines and high work volume at times to ensure cyclical reporting is carried out on time
8
Experience For Senior Business Control Specialist Consumer Specialty Servicing & Support Resume
- Analyze existing processes and make recommendations for process improvements
- Coordinate communication related to program requirements and efforts with impacted internal departments on corresponding procedural changes
- Subject Matter Expert in Online Banking and My Merrill curriculums
- Self-motivated and be willing to utilize and learn new
- Work well independently, and in a team setting
- Standard office procedures, methods and equipment, including a PC and related software required in the performance of job activities
- Decides appropriate course of action when speaking with a customer, such as which actions would accurately solve their technical problem
- Provides hardware troubleshooting and diagnostics support to customer issues
9
Experience For Technical Support Specialist Senior Resume
- Troubleshoots all common customer issues - including hardware, software, Internet browser and remote connectivity issues
- Promote Sciex products and solutions at customer-facing events and conferences
- Keep up to date with latest developments in the scientific community, including competitors’ products
- Collaborate with customers to deliver training and/or optimise their workflows
- Able to work independently, managing own projects and workload
- Think creatively to develop and deliver learning materials and employee resources to drive readiness and productivity
- Data analysis/reporting
10
Experience For Senior Mortgage Support Specialist Resume
- Provides call coverage during
- Ensure processing of payments of invoices and expenses is in compliance with established key controls
- Assist in customer training
- Ensure that all changes are updated and communicated to Wealth Management Banking Middle Office timely
- Work closely with partnering LOBs on updates and alerts for shared
- Audit 100% of Check Cashing forms to confirm correctness and accuracy of both process and approvals
- Update any metrics, reporting and/or trend workbooks required by WCLS & Visa Authorizations
List of Typical Skills For a Senior Support Specialist Resume
1
Skills For Resource Support Senior Specialist Resume
- In depth knowledge of coaching/facilitation skills, business processes and ability to articulate to large groups as well as one-on-one interactions
- Open to developing skills in a commercial environment
- Provide strong customer service and support and demonstrate initiative in preventing invoice issues
- Extensive experience of LC-MS/MS use and method development. Experience of high resolution quantitation a huge advantage
- Strong attention to detail and ability to prioritize and handle multiple tasks at once - E
- Experience with prior authorization or claims
- Experience in Conversions, Mergers, Acquisitions, New Logo experience
2
Skills For Senior ERP Application Support Specialist Resume
- Visio, Excel and Access database skills
- Visio and Access database skills
- Visio, Access, and SQL database skills
- Customer service skills for both internal and external customers
- Strong project management, business system analysis and/or Information Systems (IS) experience needed
- Work harmoniously with and communicate effectively with faculty, staff, administration, and students
- Effectively troubleshoot remote deposit issues
3
Skills For Senior Service Line Specialist FMS Tech Support Resume
- Liaisons effectively and efficiently with their many organizational responsibilities and across their peer network of executive support staff
- Working with external clients on technical requirements to ensure a seamless implementation experience
- Experience supporting applications and/or databases running on the Windows Server operating system platform
- Experience in using different testing tools, scripting and automation. For example, PERL Visual Basic
- Three or more years of professional experience working in a fast-paced environment supporting Talent Acquisition in a corporate or staffing firm organization
- Resolve production scheduling, shipping or invoicing problems; help determine validity of RMA claims and schedule rework resources
- Experience coordinating and executing projects
4
Skills For Product Support Specialist Senior Resume
- Analyze and test new or existing procedures, information systems, or utility programs for efficiency and effectiveness including
- Experience supporting and troubleshooting enterprise software/hardware
- Solid understanding of web conferencing systems such as Skype and Adobe Connect
- Validate booking to ensure accuracy and resolve billing discrepancies
- Effective review and monitoring of all AS400 applications to include: AS400 hardware and operating system licenses
- Call center experience: being familiar with how to use softphone
- Experience with multi-level data analysis and reporting
5
Skills For Senior IT Application Support Specialist Resume
- Operate and use standard office equipment, including use of a PC and related software required in the performance of job activities
- Strong understanding of IT-related systems; implementations, operations, and support
- Related postgraduate working experience in a reputable local or international organization
- Direct work experience with the following Tools/Databases
- Previous banking experience, preferably in Commercial/Treasury Management
- Experience in a medical or pharmacy setting
- Strong ability to work in a fast pace stressful environment, handling a high volume of calls and assignments daily
6
Skills For Senior A / P Support Specialist Resume
- Computer literate with experience using Microsoft applications with mortgage industry standard software, preferably E3 or NetOxygen
- Gain credibility and develop strong working relationships with GCO colleagues and business partners
- Previous experience with customer service, sales, telemarketing
- Experience in working closely with customers
- Experience servicing phone calls for GWIM clients
- Effective management of Service Calls. Problem Reporting, Problem Research, Problem Diagnosis and Problem Resolution
- Effective review and monitoring of Microsoft Active Directory fileserver and data communications equipment
7
Skills For Senior Commercial Product Support Specialist Resume
- Perform audits of ACD skill and workgroup assignments regularly and upon request to ensure accuracy of call routing
- One or more years’ experience in system administration of endpoint management systems or development of software images or packages
- Experience in IT
- Experience and knowledge of Cash Management Account (CMA) systems, policies, procedures and regulations
- Demonstrated ability to work independently and with Support Leads, Managers, and Director
- Subject Matter Expert in Home Loans curriculums and previous Home Loans Experience
- Initiate and build strong relationships with all levels of the organization
- Demonstrate knowledge of Microsoft Office
- Self-motivated: Ability to Multi-task, prioritize and remain organized
8
Skills For Senior Business Control Specialist Consumer Specialty Servicing & Support Resume
- Demonstrate proficieny of Python framewrok
- Prioritize requests in accordance with agreed criteria and the needs of the organization in accordance with SLAs and current processes and procedures
- Plan and organize work, estimate time requirements and set priorities
- Experience with scripting languages (e.g. windows batch, command shell, PowerShell, and bash)
- Extensive experience with ORMB (Oracle Revenue Management
- Multitask and maintain effectiveness under time pressure
9
Skills For Technical Support Specialist Senior Resume
- Very good verbal and written communication - E
- Experience with Microsoft Outlook, Word and Excel – E
- Prior exposure to Customer Service roles – D
- Professional work experience in healthcare or customer service
- Computer literacy is required, with experience in Microsoft Word and Excel
- Focus on service excellence to all customers in a clear, effective, courteous and professional manner
- Demonstrated accuracy and thoroughness and ability to look at ways to improve and promote quality
- Experience with mobile systems such as iOS and Android is desired
10
Skills For Senior Mortgage Support Specialist Resume
- Extensive support experience with Microsoft Office Suites
- Ability prioritize work to meet deadlines
- Experience working in the collision repair industry
- Experience in Solution Design and Non-Functional Requirement Analysis and statistics
- Experience in In depth Canadian Brokerage business/application/system knowledge
- Experience in z/OS Maintenance and Upgrade support activities
- Experience with cloud based desktop suites such as Office 365 and/or Google
- Active Directory administrator experience
- Experience in a physical relocation of a full office
List of Typical Responsibilities For a Senior Support Specialist Resume
1
Responsibilities For Resource Support Senior Specialist Resume
- Provide support for Fandango employees on issues as necessary (including, but not limited to, software installation, password resetting, printer connections and remote support)
- Assist with maintaining and improving existing marketing tools for branches and customers
- Partner with other groups in WMBMO and different lines of business as needed to identify and remediate learning needs/processes that impact CMA
- Review all content updates from the Consumer Solutions Center portal for impact to Wealth Management Banking Middle Office
- Limit exposure through consistent call listening and careful observation
2
Responsibilities For Senior ERP Application Support Specialist Resume
- Provide internal feedback and support in updating the web site
- Assist branches and customers with situations related to order entry, order maintenance, shipping and post order support
- Understand, review, and analyze contract and pricing arrangements
- Investigate and resolve billing and financial issues
- Product trend reporting activities
- Responsible for client servicing and special project work
- Provide timely, first call resolution to technical support issues while following company standards
- Setup, configure and support audio/video conferencing systems
- Support technology needs during events on campus and off-site
3
Responsibilities For Senior Service Line Specialist FMS Tech Support Resume
- Troubleshoot networking issues and escalate to infrastructure team appropriately
- Participate in project management for Information Systems to include user communication, planning, design, implementation & support
- Composes and edits written communications for senior leaders regarding correspondence internally and externally for the position they hold
- Records meeting minutes/notes and action steps confidentially for department and senior leadership governance meetings
- Completes and submits purchase orders and creates and submits expense reports to ensure receipts reconcile with expense claims, including BGRS
- Build and deploy hardware and software systems for employees
- Setup, configure and train new users
- Monitor show time retrievals and troubleshoot errors
4
Responsibilities For Product Support Specialist Senior Resume
- Provide Level 2 website support - Log/Troubleshoot/Escalate issues as appropriate per theatre chain
- Respond to calls or emails that come into the IT Operations Department
- Responsible for tape backups of the business systems environment
- Responsible for Anti-Virus and Anti-Spyware management for both desktop and servers
- Knowledge of Windows XP/2003 Technologies is required
- Familiarity with computer/laptop hardware with the ability to troubleshoot and replace hardware is required
- Triage requests that might belong to other HR groups
- Appropriately escalate issues to Payroll, IT and other areas of HR
5
Responsibilities For Senior IT Application Support Specialist Resume
- Assist with all basic data entry in Workday
- Perform simple Workday audit and follow up with employees and managers
- Follow templates and generate all types of simple employment letters
- Assist, research and resolve invoice and payment issues with internal employees and external vendors
- Maintain updated desktop procedures
- Train internal and external customers on policy and procedures
- Assist with internal audit, walk-through and SOX documentation
- Assist management with ad hoc reports as necessary for the Finance organization
6
Responsibilities For Senior A / P Support Specialist Resume
- Resolve timely recons attributed to Accounts Payable errors
- Respond to all employee and HR Tier 1 questions
- Assist with all basic data entry in WD ( hires, transfers, cost center changes etc)
- Manage all phone calls and respond in a timely manner(on IVR)
- Able to work collaboratively, including excellent communication, negotiation and networking skills. It is an advantage if the person holds relationships in the key support areas for IBD already (e.g. GSD, Access Control, Market Data)
- Provide all end to end administrative support for all L&D program
7
Responsibilities For Senior Commercial Product Support Specialist Resume
- Able to work any shift (1st or 2nd Shift)
- Work as a team player, constructively with fellow colleagues, and be detail-oriented
- Serves as an expert resource on assigned pieces of larger regulatory inquiries/exams
- Manages RAU Docket Tool and various reports
- Recommends, plans, and implements workplace endpoint technology initiatives
- Designs, codes and tests modifications to system automation software analyzes and resolves complex automation and related operational problems in order to meet SLA’s and incur minimal impacts
8
Responsibilities For Senior Business Control Specialist Consumer Specialty Servicing & Support Resume
- Creates detailed documentation related to NCM/OMC and the suite of related automation products, software interfaces, API’s, and external systems for operations and support to assess impacts and trouble shoot issues
- Installs, configures and troubleshoots desktop systems, work stations, servers and network
- Significant exposure to multiple hardware and software technology architectures is required
- Resolve the majority of customer’s requests at > 85% first-call-resolution
- Communicate and track legal and compliance requirements with necessary parties
- Review documents for certain bank requirements and communicate with internal and external parties as needed
- Supports Incident, Problem and Critical Incident Management as required
9
Responsibilities For Technical Support Specialist Senior Resume
- Provides back line technical support to users of business applications
- Provides technical reports to users and managers
- Plan, execute and support implementations and deployment services
- Liaise with staff responsible for the development of system enhancements to overcome
- Appropriate licenses as required by the business area (Series 7 and 66)
- Able to apply intermediate or advanced knowledge of products, systems and tools to successfully lead projects and manage vendor relationships
- Communicate status and issues to the client and management with regularly scheduled meetings
- Lead the Project-to-Support Transition for SFDC Projects
10
Responsibilities For Senior Mortgage Support Specialist Resume
- Work closely with Sales Group as an advisor on SFDC Application
- Facilitate new hire training to CMA agents, conduct agent readiness training for new initiatives, and deliver refresher training on identified agent development needs
- Partner virtually to maintain and develop new training curriculum, guides and training routines (including askMerrill content)
- Work with line of business leadership team to evaluate the success of learning solutions
- Review, write and modify content for GWIM Solution Center and/or ask MERRILL
- Customer Management: Develop and maintain positive relationships with new and existing customers. Recommend process improvements to guarantee customer satisfaction with quality of support. Required to interact with key customers
- Business Development: Manage Client interactions in order to eliminate gaps between customer and product requirement, communicate effectively both internally and externally to ensure smooth progress of work. Recognize add-on business opportunities
- Engagement Management: Coordinate with various functions within the company to ensure customer requests are handled appropriately and in a timely manner. Encourage exchange of ideas/information to maximize GLOBALFOUNDRIES service performance and ensure smooth Tape Out transfer
- CRM skills and Knowledge of Microsoft Office especially Excel
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