Senior Technical Support Resume Sample
Linnie Jenkins
298 Carey Walk,
Los Angeles,
CA
+1 (555) 239 0554
Work Experience
Senior Technical Support
11/2016
-
PRESENT
Phoenix, AZ
- Monitors incoming cases and emails and resolves in accordance with Service Level Standard (SLS) guidelines. Uses available support tools to assist the customer and/or recreate the issue
- Works on special projects or research, as needed
- Provide Tier I technical support for designated proprietary LPL software products ensuring that service level and customer satisfaction agreements are met. This is primarily done over the phone and via email communications
- Provide detailed and comprehensive incident documentation in LPL Financials ServiceWorks/Siebel incident tracking database
- Proper escalation of incidents to Leadership
- Active participation in both required and optional classroom instructor-led and LPLU web-based training sessions by assigned deadline
- Active participation in on-going career development process and manager-employee feedback loop, Team huddles; positive carrier of culture
- Active role on special projects
- Communicates Effectively: Strong oral and written communication skills
Senior.technical Support Analyst
02/2012
-
09/2016
Dallas, TX
- Positive culture carrier with ability build relationships, understand personal dynamics and accept responsibility
- Identify problems and implement solutions in a team environment through collaboration and resourcefulness
- Possesses the desire for continuous learning and uses new situations as opportunities to learn
- Ystem administration experience
- Identify and make recommendations on exploitation of new feature / function of supported vendor software and RBC written code to ensure proper use of technology while adhering to RBC’s long-term architectural direction
- Managing projects in an outsourced environment or managing vendors
- Takes ownership of test system incidents with a high sense of urgency
Senior Technical Support Representative
04/2006
-
10/2011
Chicago, IL
- Takes corrective action independently and/or escalates when appropriate to ensure functional issues are resolved
- Engaging technical teams to resolve incidents when testing and training is impacted by system performance, application or database issues. Concurrently coordinates multiple environment incidents across functional and operational teams and documents incident resolution. In addition they would also be key contributor and/or lead for TSMO initiated projects
- Responsibilities include but are not limited to communicating and coordinating with
- HP and other 3rd party vendors that provide specific products and/or services in Test Systems Management on Test Systems status, escalations, and reporting
- Management leadership for status updates and escalations
- Support the release of new products as well as software and hardware modifications, including where relevant field evaluation in cooperation with marketing team’s and R&D product development project teams
- Determine the need for product design improvements and liaise with QA, R&D development, marketing, and global service teams to ensure successful implementation
Education
Washington State University Vancouver
2001 - 2006
Engineer's Degree in Engineering
Professional Skills
- Strong interpersonal skills, influencing skills, leadership ability
- Strong problem solving with an emphasis on customer service skills necessary. Solid working knowledge of PC based computer hardware and software required
- Strong troubleshooting skills to work with developers
- Demonstrated experience in Database Administration Support including experience with installation of software in general
- Possess excellent listening skills and able to handle or defuse stressful situations
- Excellent oral and written communication skills in French
- Programming skills are required
How to write Senior Technical Support Resume
Senior Technical Support role is responsible for security, software, troubleshooting, microsoft, planning, finance, securities, training, database, mac.
To write great resume for senior technical support job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Senior Technical Support Resume
The section contact information is important in your senior 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 Senior Technical Support Resume
The section work experience is an essential part of your senior 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 senior 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 senior technical support position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Senior Technical Support resume experience can include:
- Collect and distribute on a regular basis product updates and technical information (service bulletins) as per separations support procedures for assigned products
- Prior experience in the field working with customers is highly desirable
- Spanish skills written/speaking
- Demonstrate strong communication in escalation, group, and department meetings and document them
- Prioritize and schedule ticket queue. Escalate problems (when required) to the appropriately experienced technician or management
- Computer skills for data entry purposes (i.e., animal & feed weights)
Education on a Senior Technical Support Resume
Make sure to make education a priority on your senior 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 senior 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 Senior Technical Support Resume
When listing skills on your senior 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 senior technical support skills:
- Uses up-to-date technical knowledge, skills and experience to effectively perform jobs and contribute to the success of the department
- Expert computer skills and Microsoft Office skills, including a high level of knowledge of Excel
- Products knowledge skills, ensure team has appropriate product skills
- Scripting skills: Python, Perl, Bash, and PowerShell
- Prior experience managing departmental budget and annual planning
- Effectively communicate, both written and verbally, with various customers
List of Typical Experience For a Senior Technical Support Resume
1
Experience For Senior Technical Support Representative Resume
- Proven track record in managing multiple escalations with effective follow-through and timely comunication
- Excellence verbal (phone) and written communication skills
- Clearly articulate technical value and demonstrate how solutions map to a customer’s needs and drivers
- Understand or experience with JHA products and services
- Experience with computer usage with emphasis on spreadsheet and data entry
- Assess ticket priority, escalates as necessary through proper channels to resolve issues in a timely manner
- Qualifying Proposals: Going through tender documents and qualifying them based on their alignment with Honeywell products and solutions
2
Experience For Senior Technical Support Engineeer Resume
- Proactively discuss all types of opportunities with customers “RMU’s, spares provisioning, tooling etc”
- Researches and evaluates tools, methodologies, and software applications, making recommendations regarding the acquisition of new hardware and software
- Provides desk-side assistance in resolving technology support issues, including desktop, laptop, and mobile device support
- Receive and respond to incoming calls, tickets, and/or e-mails regarding user issues
- Data collection requiring observations, feed weigh in/out/waste, body weights, stool scoring observations
- Power Washing and Housekeeping within the SIU
3
Experience For Senior Technical Support Assistant Resume
- Power Washing and Housekeeping within the PIU
- Availability to be on-call during the weekendson a rotating basis
- Supervises the work of the graphic design and desktop publishing subunits
- Develops templates and automated style sheets to support formatting of content (text, photos, images etc.)
- Performs quality control on the import of text, images and tables into desktop/electronic publishing software
- Directs the implementation of systems to manage and archive digital artwork files and package files for local and network archiving
4
Experience For KTX Level, / Senior Technical Support Resume
- Performs extensive research on substantive issues related to electronic publishing
- SME in one or more technologies (Windows, Mac, Mobile, Skype for Business, Networking, O365, Acano, Telepresence, etc.)
- Provide outstanding support solutions to our customers
- Be fluent in ASL and understand the Deaf and Hard-of-Hearing community
- Be able to adapt in a fast paced working environment
- Keep records of customer interactions and transactions including, comments and complaints, details of actions taken and appropriate follow up
- Seek knowledge sharing sessions with HD/SA for self improvement
- Work closely with immediate supervisor for all performance, learning and development aspects
5
Experience For Senior Technical Support Analyst Oracle EBS Resume
- Work closely with WD Sales engineering and Solutions Architects to ensure high customer satisfaction
- Provide support during installations and customer deployments
- Troubleshoot/Diagnose machine including Siemens, Fanuc , G&L CNC controls and drives in accordance with control or drive manufacturer instructions
- Work independently with engineering, vendors, and others as necessary to assist customers
- Notify and offer possible solutions to Engineering when deviations from specifications occur, or when problems are encountered
- Work with engineering to create and generate concepts and designs for the improvement and development of company products
- Ensure Windows Patching and Security Updates are applied
6
Experience For PSI Senior Technical Support Resume
- Quote and enter orders for company products and services through direct contact with customers and vendors in a fast paced and multi-tasking environment
- Utilize tracking tools to troubleshoot quality and customer issues
- Responsible for driving to resolution very complex issues/projects on a regular basis
- Drives resolution when Front-Line support has failed to isolate or fix problems in malfunctioning equipment or software
- Responsible for reducing overall case duration of the product in which they are specifically assigned
- Contributes to back-end development of digital publications for various platforms
- Checks, approves and assesses all multimedia projects produced by the Unit
7
Experience For Senior Technical Support Eng Resume
- Develops, implements, and maintains processes and standards as it pertains to digital workflow
- Maintains, manages and analyses production statistics for the Unit
- Provides advice to the Chief of Unit and Chief of Section on all technical and development matters related to the activities of the Design Unit
- Provide technical support in multiple channels – Telephone, Live Chat & email, work with the regional Tech Support team to meet the service KPI’s in all channels
- Experience with Oracle Applications Framework (self-service pages)
- Exceptional work ethic andAdherence to BroadSoft’s policies and procedures
- Project / Solution Power Point Presentations
- Technology project scope documents
8
Experience For Engineer Senior Technical Support Resume
- Internal Organization news letters
- Extensive computer knowledge with PCs, MAC’s, mobile devices, hardware, MS Office Suites, remote connectivity tools, computer related accessories/peripherals and printers
- Assist with and provide training to VAP’s in the application of new products and existing products where required
- Provide all levels of End User support for executive level resources
- Effectively interfaces with executive level staff and\or their administrative teams to understand the issues they are experiencing, and perform diagnostic procedures to isolate and resolve the
- Installation of workstation, telephony, video and mobile hardware/software as required
- Setup and install new\loaner workstations\mobile devices as needed
9
Experience For Senior Technical Support Engineerlocation Resume
- Interprets business issues and recommends best practices
- Provides support for executive events (e.g. Conferences, Olympics, etc)
- Knowledge of databases and appropriate OS level commands, navigation (Windows + Linux/Unix)
- Provides Windows 7 and Windows 8.1 OS support
- Asks probing questions to gather relevant information on routine and complex calls. Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users as needed
10
Experience For Senior Technical Support Analyst Database \ Server Administration Resume
- Documents, tracks and monitors client incidents in ticketing system to ensure a timely resolution. Prioritize and schedule ticket queue. Escalate problems (when required) to the appropriately experienced technician or management
- Ensure compliance and adherence with hardware and software inventory within Corporate Asset Management System
- Prioritizes and escalates support incidents and requests based on business impact and documented guidelines. Maintains passwords, data integrity and file system security for the desktop environment
- Flexable to work the Graveyard Shift
- Collaborate with other highly technical employees
- Make it simple for our customers to understand our products and services
- Use clear and concise details to communicate instructions and solutions to problems through e-mail, phone, videophone, or other methods of communication
List of Typical Skills For a Senior Technical Support Resume
1
Skills For Senior Technical Support Representative Resume
- Communicates issues and resolutions clearly and effectively to clients and coworkers
- Hardware experience such as experience with a variety of Intel based PCs, laptops, and servers, network printers, and/or mobile phones/devices
- Advanced knowledge and mastery of cores skills and competencies used to complete practical assignments of a difficult nature
- Experience safely moving/ working closely with large animals with basic understanding of nutrition/husbandry
- Productivity: Consistent high achiever with schedule adherence, call tracking, availability and efficient call handling; proven call quality track record
2
Skills For Senior Technical Support Engineeer Resume
- Experience managing and supporting Video conference technologies (e.g. Telepresence, Acano, Qumu, etc)
- Experience in supporting and/or administering Microsoft Office and or Windows Products
- Apply working knowledge and experience in operations and programmatic, scientific disciplines (i.e., chemistry, materials science)
- Experience creating scripts to automate solutions, deployment of scripts and automation strategies
- Proven ability to maintain a safe, clean working environment
- Experience using Excel, Access, Microsoft, Word
- Experience with networking in AWS
3
Skills For Senior Technical Support Assistant Resume
- Solid working knowledge of the travel industry, policies, procedures and processes on the GetThere platform
- Strong ability to work independently and manage one’s time as well as well as being a collaborative team member
- 5 – 8 years experience working in an environment with CMS, multiple virtual partitions (VM), and MQSeries
- Experience as technician\lead supporting Executive level users
- Keeps up to date with good practices and latest technological developments in the area of electronic and print publishing and multimedia development
- Previous experience working with Oracle EBS financials or HR as a developer or techno-functional specialist
4
Skills For KTX Level, / Senior Technical Support Resume
- Experience with the Oracle SQL / PL/SQL programming languages
- Have strong customer service background and be willing to keep up-to-date on current technology
- Instruct customers and service personnel how to operate, maintain, and repair machines and equipment, emphasizing necessary safety precautions
- Experience using Web Ex
- Experience working on complex customer issues
5
Skills For Senior Technical Support Analyst Oracle EBS Resume
- 5 – 8 years of hands on TPF or zTPF experience
- Expert level experience with MS Office (MS Access, Excel, Word, PowerPoint )
- Proven success in a Technical Support, electronics design or application engineering role at a technology business
- Experience of Banking, Finance or Regulatory environments
- Partners with the Service Product Manager to determine highest call generators and escalation priorities
6
Skills For PSI Senior Technical Support Resume
- Good knowledge about Electronics System
- At least eight years of enterprise level SAN, networking, Operating systems experience, particularly within large/complex IT environments
- Experience with design & development, product test, or field support for Avionic products
- Experience in the Aerospace industry with emphasis on Business General and Aviation or Commercial type aircraft
- Experience in a QA/development role in software, financial or information services
- Five or more years’ of relevant, recent technical support experience required
- Experience in NIR technology
7
Skills For Senior Technical Support Eng Resume
- Demonstrated ability to plan and schedule daily and weekly tasks via written and verbal instructions
- Proven ability communicate clearly in written and oral form
- Experience with database software programs and fully conversant in Microsoft Office, Lims
- Experience with AWS Administration
- AWS Certification or work experience required
8
Skills For Engineer Senior Technical Support Resume
- Experience in executive level deskside support
- 3 –5 years of hands-on design or application experience in a specific field of specialization
- Demonstrate team oriented approach
- Experience with AWS, Azure and cloud based systems
- Demonstrate a passion to help customers with their technical issues
9
Skills For Senior Technical Support Engineerlocation Resume
- Able to manage multiple priorities, stay focused on projects and meet deadlines
- Possess a strong background in hardware and software support
- Have an individual development plan to improve skill set to Tech Support Specialist responsibilities
- Generate analytics reports, with a strong focus on scripting to automate processes, integrate systems and develop tools to further the mission of the team
- Review and validate engineered instructions
- Shipping pigs, proper manure handling, culling, euthanizing, and carcass disposal
- Understanding of SMTP
- Willing to take the challenges on a Technical and Commercial combination role
- Provide solutions based selling through solving customer problems/applications, quoting product, and coordinating product delivery
10
Skills For Senior Technical Support Analyst Database \ Server Administration Resume
- Proper manure handling, culling, euthanizing, and carcass disposal
- Provide leadership and tactical planning for integrating projects with the ongoing operations activities
- Participates in service improvement meetings and works closely with engineering and other support groups on improving services and reducing incidents
- Foster customer satisfaction and ease of doing business for customers using the ATS
- Perform allotment of fish to tanks, catching fish for sampling
- Perform all daily feeding requirements including any weigh backs
- 60-70% Processing samples for NIR testing
List of Typical Responsibilities For a Senior Technical Support Resume
1
Responsibilities For Senior Technical Support Representative Resume
- Responsible for providing support direction to Front-Line staff using chat rooms
- Provide exceptional customer service, technical assistance, and training to internal and external customers
- Maintain the highest level of confidentiality and security regarding our customers' accounts, assigned company equipment, and company systems
- Monitor release notes to obtains understanding of new or updated services
- Develop customer-facing or internal documentation on an as-needed basis
2
Responsibilities For Senior Technical Support Engineeer Resume
- Support and troubleshooting of Windows 10, Windows 7, MS Office 2016/2013 suite and Outlook, OSX El Capitan/Sierra, IOS, Android, Skype, InTune, Office365
- Able to wear a dust mask for hours during multiple periods in the day
- Basic understanding of animal nutrition
- Knowledge of a IT ticketing system (such as ServiceNow, Remedy, etc)
- Takes initiative to lead and supports team members in dealing with change
- Maximizes productivity levels while providing world class customer service
- Results-driven team player, Ability to work in a dynamic, changing environment
- Provide outstanding customer service as set forth by corporate policies and standards
- Disease recognition, culling fish
3
Responsibilities For Senior Technical Support Assistant Resume
- Accurate data collection & record keeping of mortality, daily observations, feed & body weights, water quality, and monthly inventory
- Attend safety meeting, risk assessments sessions and participate in our safety program to help the Innovation Campus continue its goal of 0 accidents
- Data collection requiring observations, feed weigh in/out/waste, body weights, observations
- Work with users, technical groups, vendors and other analysts to assist in developing requirements from the perspective of a technical support analyst
- Responsible for analyzing support cases to identify opportunities for increased efficiency
- Assists with alpha and beta testing of all Audatex products
- Computer Science or Software Engineering BSc or higher
- Support LA logging of samples
4
Responsibilities For KTX Level, / Senior Technical Support Resume
- Takes ownership of all customer issues, ensuring appropriate support is provided, and the issues is resolved in accordance with business rules
- Other Open source Messaging products
- Review and process e-mails as soon as possible
- Able to handle escalated and complex customer issues in a single call
- Identify, investigate and document issues, and recommend solutions to reported problems
- Able to communicate clearly with others through written English
- Able to complete work assignments independently or with minimal supervision and guidance
- Able to receive constructive feedback
5
Responsibilities For Senior Technical Support Analyst Oracle EBS Resume
- Have a positive attitude and get along well with others
- Be flexible with shift schedules
- Interact and coordinate with other departments to resolve customer issues
- Have a conversation with the customer and understand/ record customer needs appropriately
- Respond promptly to customer inquiries; handle and resolve customer complaints
- Set up new customer accounts, process orders, forms, applications and requests
6
Responsibilities For PSI Senior Technical Support Resume
- Identify and pre-qualify leads and route leads to the appropriate business units within SLA
- Learn and train on SBG product information and route technical support requests to the right SBU
- Seek feedback from immediate supervisors via 1-O-1 or metrics discussion
- Fluently converse with customer/data Center IT Storage engineers and architects to resolve difficult technical issues
- Manage and resolve issues submitted by customers, partners, OEMs, and Sales. Activities include deep technical troubleshooting, research, issue duplication, filing bugs, and follow-through with internal and external teams
- Develop processes and systems to prevent customer issues, and proactively respond to issues
- Make improvements and upgrades to support infrastructure for faster Time to Resolve customer issues
7
Responsibilities For Senior Technical Support Eng Resume
- Customer savvy and conversant with customers as well as IT data center engineers and architects
- Technical depth with the ability to lead issues to closure with confidence
- Proactively attains a safe and healthy work environment for all employees
- Documents service calls and attach’s them in SAP
- Document and update procedures to assist employees / customers with Siemens, Fanuc and G& L controls
- Has the ability to work with and interact with other people on a routine basis
- Provide on-call weekend support one weekend a month
- Provide Desktop, Laptop, Tablet, and Mobile device support
8
Responsibilities For Engineer Senior Technical Support Resume
- Provide Windows 7 and Windows 10 OS support
- Provide end user assistance for Microsoft Office 365
- If necessary, liaise with third-party support on desktop, laptop, and mobile devices with equipment vendors
- Maintain responsibility of orders from quotation to collection
- Responsible for the end-to-end project management and delivery of all general office productivity related to computer products and services for the Executive VIP level Paramount business community. Executive Support including but not limited to Chairman, C-Level Executives, and Executive Vice Presidents
9
Responsibilities For Senior Technical Support Engineerlocation Resume
- Work Closely with department finance personnel to facilitate business justification and procurement to necessary hardware and software
- Prompt and accurate response to questions from customers and prospective customers about the features and capabilities of our services
- Identify best practices for services in customer's account(s) and advises corrective action(s)
- Participate in night, weekend, and holiday on-call rotation for DynECT platforms as coverage is needed, sometimes on short notice
- Prepare evaluations of services or processes and recommend improvements
- Communicate customer needs and wishes to leadership team
- Using one’s background in Hardware Maintenance and/or System Administration in Air Defense Systems and understanding of the Air Defense environment to develop training curriculum
10
Responsibilities For Senior Technical Support Analyst Database \ Server Administration Resume
- Documentation of systems/software/procedures/facilities
- Deliver minor project works by
- Self-motivate and work autonomously
- Have any 3 of the following industry certifications: SNIA, CCNA, VCP, VCAP/VCI, CCNP/CCIE, JNCIA, BCNE, CNE, MCITP, MCSE, MCSA, RHCE, LPI, RHCA, Solaris SCSA among others
- Advanced knowledge of at least two areas below in addition to expert level knowledge of SAN, Virtualisation and networking: RedHat Enterprise Linux or SuSE Linux Enterprise Server, VMware, Citrix XENserver, Windows 2008 & 2012, Active Directory, MS Exchange, SQL, IIS, Clustering
- Engineering (preffered) /science graduate with at least one year work experience on the Security Product installation (Video, Access & Intrusion). Excellent communication skills, technical bent of mind, good team player
- A desire to go above and beyond to exceed our client’s expectations
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