Technical Support Level Resume Sample
Anderson Volkman
36254 Halvorson Forks,
Los Angeles,
CA
+1 (555) 163 6814
Work Experience
Global Technical Support Specialist nd Level
08/2017
-
PRESENT
Detroit, MI
- Document service requests and incidents in service desk application, using that information to create knowledge base articles as appropriate for peers and end users. Conduct follow up activities with callers as appropriate to ensure customer satisfaction
- Resolve customer’s issues via the telephone, email or Webex session
- Create new knowledgebase articles to capture new learning’s for reuse throughout the organization
- Good understanding of Server PC Architecture
- Experience with desktop virtualization products/solutions
- Expert level in Microsoft Windows Management
- Active Directory and GPO implementation
- Sysprep, OS imaging, and automated deployment tools
- Work experience of 5+ Years in Technical domain
Technical Support Level
12/2012
-
07/2017
Boston, MA
- Facilitate the delivery and management of ongoing support services on Kronos’ Workforce Central suite of products
- Work directly with clients via phone, e-mail and remote systems to assess, investigate, troubleshoot, identify solutions and test Kronos products
- Provide 1st line support to Vantage users world-wide
- Analysing and solving functional incidents or process requests that end users report to Vantage Support
- Assign incidents to the appropriate resolution group if more expertise or rights are required
- Monitor the progress of incidents and requests, as the first line Internal client support specialist is responsible for the progress and expectation management contact towards the end user
- Client friendly and timely incident resolution
- Identify continuous improvement in support processes
Entry Level Technical Support Engineer
01/2010
-
07/2012
New York, NY
- Fluent in English and at least one other of the following languages: French or Spanish
- Team Lead or mid management experience
- Working knowledge and troubleshooting skills of hardware issues
- Available to work a flexible schedule to meet business needs; including occasional weekends,
- Excellent writing, grammar, and people skills
- High personal productivity with demonstrated follow-up
- Willingness to share your good humor and personality
- Dedicated to the success of the business and its customers
- Daily use of social media technologies
Education
Troy University - Pensacola
2005 - 2010
Bachelor's Degree in Management
Professional Skills
- Juggle competing demands and priorities while maintaining strong attention to detail Proven written and verbal communications skills
- Excellent knowledge and technical experience in similar role in a customer focus environment with excellent telephony skills
- Attends training classes, initiates self‐training, participates in CBTs and demonstrates application of knowledge and skills gained
- Strong investigation and technical troubleshooting skills
- Actively update your technical skills both in the lab and by writing knowledge based articles
- Good communication skills – written, verbal, and interpersonal – with technical and non-technical individuals
- Exceptional Customer Service Skills and polish
How to write Technical Support Level Resume
Technical Support Level role is responsible for troubleshooting, telephony, training, customer, technical, security, credit, database, architecture, analysis.
To write great resume for technical support level job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Technical Support Level Resume
The section contact information is important in your technical support level 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 Technical Support Level Resume
The section work experience is an essential part of your technical support level 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 technical support level responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular technical support level position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Technical Support Level resume experience can include:
- Have the required analytical skills to perform the initial bug analysis which can be used by support other teams
- Experience configuring and repairing Microsoft Windows-based computers including
- Experience in technical support or web hosting, supporting Customers and End Users via ticketing, chat, and phone
- Experience in documenting and tracking end user incidents through resolution in service desk system required
- Working experience in service related industry / helpdesk is an advantage
- Demonstrates maturity, is credible, and comfortable in dealing with peers and management level
Education on a Technical Support Level Resume
Make sure to make education a priority on your technical support level resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your technical support level 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 Technical Support Level Resume
When listing skills on your technical support level 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 technical support level skills:
- Effectively assess technical situations and establish case priorities/severities in accordance with their service level agreement
- Effectively manage cases through multiple channels while documenting precise troubleshooting and customer interaction details
- Communicate effectively with individuals/teams in the program to ensure high quality and timely delivery on customer s requests
- Effectively communicate technical information in both written and verbal form to internal and external customers
- Utilize Knowledge base tools to effectively trouble shoot issue with minimal 2nd level support
- Working knowledge and troubleshooting experience of CSS, HTML5, JavaScript, and how websites work
List of Typical Experience For a Technical Support Level Resume
1
Experience For Technical Support Analyst Level Resume
- Strong customer orientation and commitment to quality
- Professional technical certification or equivalent job experience
- Complete documentation in our ticketing system in the time frame required, including accurate time spent on resolving client issues
- Develop and maintain a thorough understanding of the Intronis services, its deployment, implementation and use within client environments
- Identify and suggest improvements to products and other documentations including knowledge based articles, technical documents and other customer support materials
- Be adept with utilizing PowerShell for automation and configuration changes en masse
2
Experience For Global Technical Support Specialist nd Level Resume
- Configure and troubleshoot networking, hardware and software issues (cisco switches and sonic walls, VLAN set up, deployments etc.)
- Complete documentation in the ticketing system, keep track of assets and maintain customer service
- Make the customer feel known and understood by reviewing case history to assure familiarity with the system environment
- Familiarity with how Agile software development practices work: including Sprints, Stories, QA, and Release workflows
- Recreation of Customer issues in Lab environment
- Use automated call distribution phone system and software interface to respond to customers’ and employees’ technology-related issues and service requests verbally or electronically. Use remote access software when appropriate to aid in problem identification and communication to customers/employees
3
Experience For Level Technical Support Specialist Resume
- Facilitate resolution of incidents by isolating variables, and troubleshooting within assigned permissions, accessible knowledgebase and subject matter expertise. Escalate when needed to appropriate internal resources or external service providers
- Network printer troubleshooting and configuration
- Configure Windows-based computers from a systems administrator perspective including workstation image management and Active Directory tools management
- Configure, troubleshoot, and resolve networking hardware and software issues
- Provide remote and on-site technical support for our clients
- Serve as primary contact for 3rd party vendors
4
Experience For Technical Support Specialist Level Resume
- Adhere to quality standards set by company
- Provide phone assistance to the field including troubleshooting and repair techniques, which are usually beyond the scope of the typical ASC Technicians and Customers
- Reply to emails from ASC’s, CSR’s, and Customers
- Identify and document problem trends from field and notify Product Support Specialist if needed
- On rare occasions, travel to customer sites is required
- Gasboy Product Support Specialist
- Authorized Service Contractor and Service Managers
5
Experience For Entry Level Technical Support Engineer Resume
- Documents call activity and documents results promptly
- Provide telephone and chat support for Client first level support group
- Serve as liaison between helpdesks within Americas, Asia Pacific (APAC) and
- Europe, Middle East and Africa (EMEA) offices
- Retain ownership of problems until resolved, or escalate to next level of support if not able to resolve the issue within the agreed time frame
- Actively manage assigned tasks sites and internal teams in a timely manner
6
Experience For Entry Level Technical Support Resume
- Single point of contact for post shipment technical issues
- Determine Product Non-conformity status and initiate a dispatch service through the CSA Call Center
- Coordinate information with internal departments to resolve legacy product issues, current product issues and determine solutions to prevent future issues
- Coordinate service and support information with external vendors and contractors
- High availability, to include off hours and after hours, for customer contact to ensure timely response to all inquiries
7
Experience For Level, Technical Support Resume
- Responds to inquiries and support requests from technicians in a timely manner
- Utilizes phone, email and remote connections to investigate technical issues
- Identifies and arranges for replacement parts
- Requests additional work order
- Escalates issue if necessary to production or quality
- Knowledge and ability to install software such as MS Office products, Windows 7, and related software programs
- Sit and work for long periods of time at a computer terminal
- Communicate by telephone with technicians, customers, etc
8
Experience For Technical Support Engineer Level Resume
- Lift and carry 35 lbs. without assistance
- Bend, squat and navigate around equipment
- Provides assistance and technical support to users
- Receives and responds to calls and e-mails reporting problems and/or requesting assistance; provides technical advice; walks users through the problem resolution and explains system procedures
- Analyze system data and customer history to proactively identify emerging and/or systemic customer issues and/or problems. Follow the defined process to escalate leading indicators to the proper level of supervision
- Communicate technical needs from customers & field representatives to in-house departments and provide updated technical information to the field
- Support field service representatives with requested or required technical support
- Accelerate conclusion of non-routine field service problems to meet or exceed warranty and installation cost provisions while maximizing customer satisfaction metrics
9
Experience For Technical Support Level With French & Spanish Resume
- Take an active role in weekly service alert calls and problem resolution meetings
- Flexibility for limited travel as needed (up to 25%)
- Late Shift and On Call availability if needed
- Actively participate on assigned functional and cross-functional team projects, fulfilling task assignments, meeting deadlines, and proactively seeking attainment of team goals
- Knowledge of customer service philosophies and service management processes and the role of information management; computer hardware, software, environments and related matters
10
Experience For Technical Support Engineer Entry Level Resume
- Skills in analysis and definition of Association need, priorities or problems. Evaluation of hardware and software with recommendations for solutions to problems or use within Association
- Experience and ability to provide remote and on-site technical support for various clients (120 total across 10 states)
- Work independently and complete tasks on a timely basis in an unstructured environment
- Exercise leadership and judgment; analyze, evaluate and develop solutions to complex problems; make a positive personal impact on others; be innovative and creative and be logical and objective
- Train, instruct and provide guidance to others
- Interact positively with representatives of other associations, vendors and commercial entities
- Analyze customer configuration and effectively use internal and external resources such as knowledgebases, user/admin manuals, and internet resources to troubleshoot the problem
List of Typical Skills For a Technical Support Level Resume
1
Skills For Technical Support Analyst Level Resume
- Work to develop and improve best practices and phone agent skills to achieve maximum first call resolution and minimal repeat customer questioning
- Perform a QA function prior to kiosk packing to help mitigate any recurring issues
- Experience diagnosing and resolving technical issues
- Solid understanding of laptop applications and able to troubleshoot computer and mobile device questions and solve with ease
- Communication, both oral and written; tact, diplomacy and skill in negotiating and mediation to arrive at solutions for projects
- Experience supporting a nationwide technician base
- Fluency in Danish language and good level of English
- Experience and support of Microsoft Server/workstation operating systems
2
Skills For Global Technical Support Specialist nd Level Resume
- Experience of supporting LAN/WAN/firewall/proxy connectivity related issues
- BS/AS or equivalent experience
- +1 year of datacenter/software support experience
- +1 year of Customer Service Experience
- Understanding of internet communications and devices (Firewalls, Routers, Switches, VPN’s)
- Assist users of the client's products and services by answering questions and using critical thinking to solve problems involving their use
3
Skills For Level Technical Support Specialist Resume
- Ensure accurate recording of helpdesk calls and chats using the company’s incident tracking systems
- Enjoys problem solving and trouble shooting
- Train end users primarily in formal group settings on mobile hardware (laptops, smartphones). This includes writing and updating user reference tools
- Utilize judgment in resolving issues or in making recommendations
- Work individually and with a team to solve technical problems while communicating trending issues and best practices
- This is a great entry-level position for those starting their careers as front-end developers, or those looking to advance their career into DevOps
- Resolves issue by working with the technician over the phone via email or using a remote connection
- Knowledge or willingness to learn MDT imaging and other system support tools needed
- Familiarity with Oracle or SQL relational database management systems and SQL scripting
4
Skills For Technical Support Specialist Level Resume
- Microsoft, Linux and Sun Operating Systems
- CISCO routers and routing protocols
- Obtain working knowledge of Frontier Farm Credit, Farm Credit Services of America and the Farm Credit System
- Provide in-house training for internal associates as needed
- Assists in technical training of co‐workers as necessary
- Provide technical support to VUE’s customers in terms of installation, configuration and support of VUE Testing Systems software
- Provide Technical Product Support during Deployment
- Provide Technical Product Support and Assistance to end customers during Service Calls
5
Skills For Entry Level Technical Support Engineer Resume
- Document all Support contact through CSA’s operating software system
- Continuously improve team infrastructure through cross-training
- Diagnoses underlying cause of complaints or performance issues
- Assist in providing 3rd level Technical Support and problem resolution
- Service oriented, flexible and customer focused
6
Skills For Entry Level Technical Support Resume
- Weekend/Weekday out of hours support requirement
- Monthly salary 18,000 AED Inclusive of allowances
- Annual flight ticket to your home country
- Medical insurance & UAE visa costs to employee and his/her dependents
- Work efficiently with a high level of quality
- Analyze data and identify trends and opportunities for improvement
- Maintain professional standards, demeanor, and ethics at all times
7
Skills For Level, Technical Support Resume
- Uses personal computer or computer terminal and views work product on computer monitor
- Works alone and as part of a team in a normal office environment
- Handles information of sensitive and/or business-confidential nature
- Technical Support for mobile devices Smartphones, tablets, laptops, music players
- Use documentation tools to log and resolve basic and routine customer inquiries Technical aptitude with the ability to troubleshoot at an elevated level of expertise
- Good working knowledge of PC systems including hardware/software
- Good working knowledge of computer networking
- Experience in providing voice based Technical Support is a key requirement
- Provide troubleshooting steps to accommodate a variety of users from novice to expert
8
Skills For Technical Support Engineer Level Resume
- A working knowledge of pump and dispenser hydraulics
- Prepare complete and accurate case management notes
- Develop broad and in-depth knowledge of client products and services at an elevated level of expertise
- Need to be FLEXIBLE with the work schedule as we are a 24X7 operation with the ability to work nights, weekends, and holidays, on-call if needed on a short notice and be able to stay extra hours if needed on a short notice
- A+ Technical Certification or equivalent experience
- Experience with configuration/administration of Voice over IP (VoIP) and Facsimile over IP (FoIP)
- Experience with configuration and administration of Electronic Medical Record (EMR) and Practice Management (PM) systems for healthcare clients
9
Skills For Technical Support Level With French & Spanish Resume
- Network equipment configuration of Cisco, SonicWall, and Ruckus
- Knowledge of SQL database management software
- Fluent in both written and spoken Arabic (Essential)
- Fluent in both written and spoken English (Essential)
- Certification in MS Technology or similar IT Certifications
- Basic Knowledge of Cloud and Virtualization
- Quick one round interview recruitment process and prompt feedback
- ASAP or later start date
10
Skills For Technical Support Engineer Entry Level Resume
- Realistic opportunity to progress within organization and apply for roles internally
- Fluent command of the English language, both written and verbal (C1)
- Affinity with IT and business processes
- Self-driven, results-oriented, assertive and determined
- Accountable and takes ownership
- Responsible for timely response, resolution facilitation, and logging of incidents reported after normal business hours. Incidents are received from end users via cell phone, which is rotated across the team on a monthly basis
- Assist in the ongoing analysis and improvement of service desk processes to ensure operational efficiencies and consistent, quality customer experiences
List of Typical Responsibilities For a Technical Support Level Resume
1
Responsibilities For Technical Support Analyst Level Resume
- Positive outlook and a force for good!
- Add a personal touch to the support engagement
- Great team member with a tenacious desire to learn
- Serve as the of Voice of the Customer and provide feedback and bugs documentation to internal scrum teams
- Computer: Microsoft Office, IE, MS Outlook and other software applications as needed
- Resolve problems through research and critical thinking and obtain resolution independently via technical resources including manuals and databases, etc
2
Responsibilities For Global Technical Support Specialist nd Level Resume
- Proactively detecting, troubleshooting, and resolving all issues affecting production applications. This involves coordination with and escalation to development and external teams where necessary. This team owns all issues escalated to us until it is resolved or a workaround is provided for end user to continue functioning
- Responsible for maintaining clear, concise, and timely communications with affected parties during the investigation and resolution of any individual or system-wide outage
- Responsible for the stability of the Production environment
- Supervisor, Technical Support
- Customer Service Agents
- Gasboy Lead Technician
- Assist technical research, planning, and implementation of new software and hardware (laptops, tablets, smartphones, MFD’s). This includes business need and technical analysis, requisition demos from vendors, vendor and product deliberation, proof of concept, developing user reference and training materials (e.g. videos, quick reference guides) and other technical documentation
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