Technical Support Professional Resume Sample
Angela Rath
246 Effertz Port,
San Francisco,
CA
+1 (555) 190 2408
Work Experience
NAS EMC Senior Technical Support Professional
09/2016
-
PRESENT
Houston, TX
- Establishes, verifies and runs jobs; documents all new, changing and malfunctioning jobs related to hardware and software; monitors scheduling system for completion and disposition of jobs
- Performs back-up, recovery and systems monitoring
- Maintains tape library and monitors for available resources
- Monitors hardware and software on LAN/WAN systems
- Monitors environmental equipment
- Monitors security procedures
- Troubleshoots software and hardware to maintain performance and system
- Analyzes and recovers system when malfunction occurs
Technical Support Professional
06/2014
-
08/2016
New York, NY
- Assists with resolving problems with computer hardware and software
- Relevant working experience (2 years experience working with Oracle/PeopleSoft products)
- Excellent verbal, written, content development and presentation skills
- Good communication skills in Mandarin and in English
- Learn quickly and understand complex technological issues
- Enthusiastic, Self-motivated and willing to work individually and as a part of a team
- Work with customer account teams to ensure total customer satisfaction by representing our customers’ needs and requirements to product management and engineering
- Grow to become an expert for IBM Security Key Lifecycle Manager (SKLM)
Technical Support Professional Co-op
07/2011
-
03/2014
Philadelphia, PA
- Assist customers through electronic, telephone, or remote access tools (WebEx)
- Analyze customer problem & service requests and resolve them within agreed service levels
- Use troubleshooting/debugging techniques and tools to analyze technical product problems
- Answer product related queries
- Identify potential product defects and create test cases to reproduce the issues, and work with our partners in L3/Development on solutions
- Provide proactive support by guiding them through technical best practices
- Increase IBM's Self-Help knowledge base, by creating knowledge articles
Education
Pacific States University
2006 - 2011
Bachelor's Degree in Computer Science
Professional Skills
- Demonstrated communication skills, planning and organizational skills
- Good communication skills and interpersonal skills – able to work with customers and people from other departments like Client Services, Sales and Development
- Good understanding of product feature design and good skills in explaining product behaviors and features to customers effectively
- General software troubleshooting skills (broad experience in logical problem-solving)
- Hands on experience on customer facing skills
- Experience in Unix programming skills
- Excellent Customer Service Strong experience with MAC OS, Windows 7 or Windows 10
How to write Technical Support Professional Resume
Technical Support Professional role is responsible for software, programming, database, design, languages, customer, development, planning, retail, training.
To write great resume for technical support professional job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Technical Support Professional Resume
The section contact information is important in your technical support professional 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 Professional Resume
The section work experience is an essential part of your technical support professional 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 professional 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 professional position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Technical Support Professional resume experience can include:
- Skills on script programming (Shell, perl, python, etc)-In-depth trouble shooting skills with debug tools
- Demonstrated verbal and communication skills
- Shell Scripting proven experience
- Linux - proven experience with unix based systems
- Good system-level usage experience on Unix/Linux and/or Windows
- Language skills of other European languages
Education on a Technical Support Professional Resume
Make sure to make education a priority on your technical support professional 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 professional 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 Professional Resume
When listing skills on your technical support professional 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 professional skills:
- Proven oral and written communication skills, specifically can communicate to both technical and non-technical people
- Previous experience in an office environment and/or prior military experience
- Good communication and Email Skills
- Experience in Previous demonstrable experience on large scale applications and solutions in complex and challenging technical environments
- Exceptional customer service skills. Placing customer needs first is an absolute requirement
- Demonstrated good productivity and quality results at customer issue handling
List of Typical Experience For a Technical Support Professional Resume
1
Experience For Customer Technical Support Professional Resume
- Uses workaround and patches correctly and designs new workaround solutions that require good knowledge of user environment and products
- Working knowledge of SQL and IIS are definite assets but not required
- Familiar with relational databases concepts, both basic administration (backup, restore, tuning, tracing) and SQL scripting
- Collaborate on technical issues to become a subject matter expert in the Watson Analytics offering and supporting technologies
- Be available to work during off-business hours (i.e. after 5pm) and on call rotation (On-call 24hrs / day for a predefined period at a time)
2
Experience For Technical Support Professional Co-op Resume
- Performs code instrumentation or fixing at source code level for non-complex problems
- Analytical thinking (to be able to identify root cause of a problem - log and code analysis)
- Customer facing ( to be able to communicate in such a manner that is understandable to the end customer )
- Engaged with leading edge technology
- Tracks product problems and coordinates with developers or more senior support people in working out solutions or patches for customers
- Interact directly with Development, Product Management, Services, QA to verify product defects and enhancements and advocate for ongoing product improvements
- Basic understanding of Power series servers
3
Experience For Technical Support Professional Platform Computing Resume
- Familiarity with IT networking, Windows Server, Active Directory, or Exchange
- Knowledge of IBM products, especially Planning Analytics, TM1 or Cognos Analytics
- Provide product related assistance to Pre-Sales/Sales/Deployment Teams
- Create and maintain customer relationships on a day-to-day basis. Maintain high level of customer satisfaction by providing services fully compliant with the SLA
- Assist both internal and external customers with the isolation of problems within a ION IP network and develop solutions to rectify reported issues
4
Experience For Technical Support Professional Microsoft Systems Resume
- Identify potential patterns of issues observed in the field (i.e. Product and/or service related) and take the lead in documenting, reporting, and tracking these issues to resolution. This directly impacts the quality of products / services offered by Alcatel-Lucent
- For outages, identify the impact of the outage and changes made to the customer network. Ensure outage situations are documented per guidelines to meet contractual root cause analysis obligations. Provide pragmatic and effective recovery. Manage and communicate the related risks
- Each customer issue is tracked using the CARES trouble ticket systems. Engineers are responsible for ensuring that tickets / records for each issue are continuously updated and maintained per the Alcatel-Lucent processes
- Provide expert guidance and recommendations to ensure our customers’ success
- Investigates and resolves simple support issues independently and productively
- Investigates and resolves moderately complex support issues that require thorough knowledge of product features with the help of more senior support specialists
5
Experience For NAS EMC Senior Technical Support Professional Resume
- Identifies product defects based on product design and customer issues
- Develops Knowledge Base, procedures and support tools to improve support quality and productivity
- Able to work on critical customer issues and hot-line support issues with guidance of more senior engineers
- Assist our customers in the deployment of Security Intelligence solutions (QRadar) by providing planning, implementation, configuration, and optimization services around the world
- Resolve complex technical problems in all areas of your assigned products by troubleshooting incidences, collecting detailed problem description, traces and log files, and then replication of the issue
- Experience with technical support
6
Experience For Remote Technical Support Professional Linux Resume
- Regularly inform customers on the progress of your investigation and ensure that all related records are properly updated in our CRM system
- Technical background (studies in Computer Science)
- Oracle/SQL - be able to create, run and analyze queries
- German: Fluent (nice to have)
- Work comfortably independently as well with teams
- Raleigh, NC (Research Triangle Park)
- Proficiency in at least one RDMS (DB2 UDB, Informix, Oracle, SyBase, SQL Server)
7
Experience For Bluemix Technical Support Professional Resume
- Fluent in the English language (Verbal and written). This is a mandatory
- Self-motivated (Do no require constant ‘oversight/assistance’ to get jobs done, etc.)
- Adaptability (Adapt to change quickly; Ability to learn new technology, products, processes, etc. quickly)
- Accountable and open to constructive feedback
- Objectively think and solve problems under pressure (Very important)
- Quick learner, ability to multi-task, team player
- Type min of 35 WPM
- Raise alarms for potential customer situations or escalations
- CompTIA A+ and N+
8
Experience For Technical Support Professional Resume
- MCP and MCTS certification
- English language – proficient level
- Basic Javascript, VB scripts & Python knowledge
- Eligibility to work in Romania
- CompTIA A+ and N_
- Provide technical support to users and/or IBM field support leveraging superior communication, client management, and problem determination/problem source identification skills. Support is provided through both a call/ticket system as well as through a User Community Forum
- Contribute relevant and timely content to improve user self-sufficiency
- Tertiary qualified in related discipline
- Knowledge in Network packet capture or HTML proxy tools such as WireShark, ParosProxy, ZED - 1 year or more
9
Experience For Customer Technical Support Professional Resume
- Providing high quality Customer Service to customers by building relationships and trust through appropriate communication and responsive service while troubleshooting complex IT issues
- Experience with Hadoop and Spark Ecosystem
- Experience with RDBMS (DB2 LUW)
- Experience in system software support
- Experience in support agent
- Experience in Apply Knowledge of Software Development Cycle
10
Experience For Technical Support Professional Co-op Resume
- Experience in Apply Knowledge of Software Design & Development
- Experience in Power
- Experience in Z/os
- Experience in Eclipse based products
- Experience in Customer Critical Situation Management
- Experience in Rational Developer for System z and Rational Team Concert
- Experience in Software Support (Microsoft Systems)
- Experience with system installation and support
- Troubleshooting complex technical problems and properly documenting all customer requests via a ticketing system
List of Typical Skills For a Technical Support Professional Resume
1
Skills For Customer Technical Support Professional Resume
- Excellent presentation, verbal and written communication skill in English, as our client base is worldwide
- Experience in system software support experience
- Exposure to z/OS skills and system-level problem determination
- Experience in Accounting or Finance, especially financial budgeting modeling processes
- At least 6 months experience in learning management software, and online training/authoring and delivery of courses a definite asset
- Experience troubleshooting problems connecting to external devices such as printers/external drives/or portable media players
- Experience working in R&D and/or customer facing environment
- Experience in and a track record in technical support or in a customer facing role working with enterprise software
- Experience programming with any programming language
2
Skills For Technical Support Professional Co-op Resume
- Experience with using or supporting apps that use data visualizations (Tableau)
- Experience with using or supporting analytic applications (R, Python)
- Experience working on or in an Inbound Support Center/Help Desk Program
- Demonstrated ability to build and maintain positive, constructive working relationships
- Proven flexibility and adaptability to perform in a constantly changing environment
- Experience in customer handling in an international work environment is a benefit
- Good understanding of support process, product maintenance process and some knowledge of software development process
- Good ability in problem troubleshooting, analysis and solution
3
Skills For Technical Support Professional Platform Computing Resume
- Experience with MS operating systems and applications
- IT ticketing system experience
- LAN/WAN networking environment experience
- Experience in a client-facing multinational environment, on a technical support role or equivalent position
- One (1) or more years of experience in a customer facing position
4
Skills For Technical Support Professional Microsoft Systems Resume
- Experience communicating with all levels of the organization (i.e., via reports, e-mail, verbally, and/or in small/large group settings)
- Experience with Scripting/automation tools (i.e.: Python, Ruby, Powershell)
- Experience in Windows and Linux operating system administration
- Experience with OLAP, cubes and datawarehousing
- SW/HW Engineering experience
- Experience in Use Problem Management/Tracking
5
Skills For NAS EMC Senior Technical Support Professional Resume
- Experience trouble shooting
- Experience with any programming language
- Experience in Excel, particularly use of Excel functions and programming concepts
- Experience in a client-facing multinational environment, on a technical support role or equivalent position
6
Skills For Remote Technical Support Professional Linux Resume
- At least 6 months experience in web development (WebSphere)
- Experience in Power
- Experience in Z/os
- Strong business professionalism and expertise
- Strong positive customer service attitude with sensitivity to regional differences
7
Skills For Bluemix Technical Support Professional Resume
- IT Helpdesk or Call Center experience
- Experience with Active Directory, MS Exchange, Microsoft Office 365 products, Windows XP, Windows 7 & Windows 10, Android, iOS, OSX
- Experience in an IT technician or IT customer support role
- Experience of self-sufficiency to install/upgrade/downgrade/configure software in general
- Communicate clearly (both verbally and in written form) technical instructions to people with limited experience
- Microsoft Office or enterprise-wide communication system experience
- Two (2) or more years of experience in an IT technician or IT customer support role
- Experience working with Certificates, SSL, TCP/IP
- Experience in customer/product support
8
Skills For Technical Support Professional Resume
- Experience in Problem Determination or Problem Source Identification
- Experience in Use Cross-Functional Teams
- Experience in Linux or UNIX Systems Administration
- At least 1- 2yrs experience in Linux or UNIX Systems Administration
9
Skills For Customer Technical Support Professional Resume
- Experience in Spectrum Scale Distributed File System
- Experience in IBM disk storage, SAS and Fiber RAID storage
- Experience in application tier technologies
- Experience in web tier technologies
- Experience in Cloud environments and technologies (e.g. IBM, AWS, Azure, Orchestration software)
- Experience with network adminstration
10
Skills For Technical Support Professional Co-op Resume
- Experience with JAVA, C#, JavaScript, HTML, Python
- Experience with Container technologies (e.g. Kubernetes, Docker)
- Experience with SSO, SSL, TLS, or authentication technologies
- Experience in systems support
- Experience in Linux/Unix
List of Typical Responsibilities For a Technical Support Professional Resume
1
Responsibilities For Customer Technical Support Professional Resume
- Conveying troubleshooting steps and information to customers via phone calls, chat and email
- Providing first level support for all IT related needs such as
- NAS protocol services (NFS, CIFS)
- Basic Retail or FMCG industry knowledge
- German: Fluent ( nice to have )
- “TEAM” oriented ability to work in a fast paced environment and meet deadlines
- 24 x 7 availability
- Driven by quality and customer service
2
Responsibilities For Technical Support Professional Co-op Resume
- Team player, quick learner and innovative thinker
- Opportunity to buy TT products with the 50% discount
- A lot of benefits such as: private medical care, lunch card or benefit card
- Able to learn, adapt and apply knowledge to new situations
- Know how to troubleshoot technical issues
3
Responsibilities For Technical Support Professional Platform Computing Resume
- Spanish : Basic knowledge
- Basic knowledge in System Software Support
- Basic knowledge in server-based applications, Microsoft (MS) Server, and MS Office suite
- Basic knowledge in Internet Explorer (IE), Firefox, and other major browsers
- Basic knowledge in MS Structured Query Language (SQL) Server and Oracle Database platforms
- Experience in a customer facing technical support role is required; preferably in a support role. A successful track record in developing and managing customer relationships
- Experience in Problem Determination or Problem Source Identification
4
Responsibilities For Technical Support Professional Microsoft Systems Resume
- Experience in Use Cross-Functional Teams
- Experience with technical support
- At least 3+years experience with Linux system administration
- Experience with IBM products
- Experience with Linux system administration
5
Responsibilities For NAS EMC Senior Technical Support Professional Resume
- Experience with IBM products
- Min 3-5 years experience in Linux or UNIX Systems Administration
- Min 3 -5 years experience in Network Administration
- Min 1-2 years experience in Linux or UNIX Systems Administration
- Min 1-2 years experience in Network Administration
6
Responsibilities For Remote Technical Support Professional Linux Resume
- At least 1-2 yrs experience in Network Administration
- Experience in Linux, Unix, Windows
- Experience in SQL, relational databases
- English (Fluent in verbal and written)
- A passion for customer support and flexibility due to business needs
- Understand Software Development Life Cycle
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