Tier Technical Support Resume Sample
Vella Swaniawski
1078 Nikolaus Ramp,
Dallas,
TX
+1 (555) 159 9974
Work Experience
Tier Technical Support Specialist
10/2015
-
PRESENT
San Francisco, CA
- Basic working knowledge of terminal related equipment (Hubs, Routers, switches, servers and various networking components)
- Work under pressure and with multiple deadlines required
- Inform support teams on technical details of new product versions
- Maintain knowledgebase and other knowledge transfer systems
- Review and contribute to training content Participate in knowledge-sharing (Knowledge base content creation, Forum participation, Technical Presentations)
- Familiarity with high speed data, VOIP and cable modem technologies desired
- Serves as key technical support contact point for Jeppesen customers
Tier Technical Support Engineer
04/2009
-
05/2015
Chicago, IL
- Send and approve successful resolutions to Management and work to develop CRM knowledge base
- Travel to customer sites and industry trade shows providing technical expertise and assistance with technical operation and customer inquiries
- Read and comprehend simple instructions, short correspondence, and memos Ability to write simple correspondence
- Read and interpret documents such as operating and maintenance instructions and technical papers related to equipment and/or troubleshooting processes
- Enter service requests into Remedy; perform in-person device actions with users
- Perform in-person troubleshooting with users; perform in-person provisioning with users
- Tutor users on mobile devices; perform customer liaison activities
Tier, Technical Support Engineer
05/2004
-
11/2008
Chicago, IL
- Enter data into the inventory tracking system; add account information into Active Directory
- Add new accounts in the correct Citrix Access Gateway (CAG) membership
- Verify account status; verify status of selected wireless plan, close service requests in Remedy, and escalate service requests, if necessary, to Tier 2. This function is NOT performed on a per shift basis. Tier 1 SA-9: receive new service enrollments and/or service account requests (e.g., XenMobile, BlackBerry, GO) and enter them into Remedy
- Monitor and track incidents in Remedy ticketing system and Queue Monitor Tool
- Monitor, track, and process MCMS requests for remote access services
- Add account information into Active Directory
- Add new accounts in the correct CAG membership
- Verify service account status
- Verify status of selected wireless plan
Education
University of Phoenix - Birmingham Campus
2000 - 2004
Bachelor's Degree in Business
Professional Skills
- Has strong customer services skills with an emphasis on active listening skills
- Knowledge Skills Excellent Customer Service Strong experience with MAC OS, Windows 7 or Windows 10
- Strong written and verbal communication skills with experience communicating at all levels of client organizations
- Some basic programming skills and experience (Unix scripting, HTML, Java, C++, etc) helpful
- Strong Unix/Linux administration & troubleshooting skills
- Strong technical troubleshooting skills, perseverance and patience
- Excellent troubleshooting skills and methodology
How to write Tier Technical Support Resume
Tier Technical Support role is responsible for software, troubleshooting, technical, architecture, training, integration, database, mac, security, telecommunications.
To write great resume for tier technical support job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Tier Technical Support Resume
The section contact information is important in your tier 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 Tier Technical Support Resume
The section work experience is an essential part of your tier 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 tier 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 tier technical support position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Tier Technical Support resume experience can include:
- Beneficial skills include experience with customer care, ServiceNow ITSM software and Cisoc Unified Contact Center IPT system
- Previous experience in a technical support role (1+ years experience)
- Communicate effectively with Sales Representatives
- Desire and ability to develop technical skills and take on additional responsibilities in order to add value to departmental and Mitel mission and goals
- Strong experience with Cisco and / HP router & switch administration
- Maintain strong customer rapport and excellent, timely communication
Education on a Tier Technical Support Resume
Make sure to make education a priority on your tier 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 tier 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 Tier Technical Support Resume
When listing skills on your tier 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 tier technical support skills:
- Strong communication, both written and verbal, as well as effective interpersonal skills
- Excellent communications skills (written and verbal) at multiple levels with customers (i.e. technical / management)
- Effectively transfer customer requests to an appropriate party to solve and provide excellent customer care
- Excellent written and verbal skills – ability to explain complex technical concepts to non-technical people
- Multiple foreign language skills to include one or more of the following: German, Russian, French, Chinese or Spanish is desired
- Demonstrated experience conducting original research and analysis, and the consistent achievement of projected results based on analysis performed
List of Typical Experience For a Tier Technical Support Resume
1
Experience For Tier Technical Support Engineer Resume
- Strong hardware repair and set up experience
- Microsoft Windows 7, Windows 8 and Windows 10 support experience (installing, configuring, supporting)
- Demonstrated proficiency multi-tasking and providing technical consultation in a fast-paced, diverse, and worldwide marketplace
- Microsoft Office 365 support experience (configuring user accounts, single sign on issues, etc
- Maintains a state-of-the-art subject matter expertise on existing and planned technologies, including related products and services
- Provide basic troubleshooting assistance to users
- Process new or modify existing remote access enrollments
2
Experience For Tier Technical Support Specialist Resume
- 6) Other small pockets of both new and legacy internetworking technologies managed by NCIS
- Successfully meet or exceed Spectrum's call handle requirements as measured by periodic call monitoring and individual call statistics
- Tier I Customer Support and Troubleshooting
- Manage operations incidents working with the NOC to provide the customer perspective of the incident
- Apply expert knowledge of RingCentral services, VOIP technology and networking hardware and software
- Go the extra mile to follow-up with customers, ensuring issues are resolved and customers are satisfied
3
Experience For Tier, Technical Support Engineer Resume
- Respond promptly to customer support issues while keeping detailed case notes
- Identify product and services upsell opportunities and describe RingCentral solutions in a compelling way
- Help develop and maintain customer facing and internal help articles
- Work efficiently in a highly demanding team-oriented and fast paced environment
- Possess operational knowledge of Microsoft and Mac operating systems and Office applications
- Perform light lifting (up to 25 pounds)
- Provide new hire onboarding documentation
- Drive to client sites to deliver and install networking devices
4
Experience For Tier, Technical Support Admin Resume
- Take ownership of Tier 2 tickets that aren’t resolved in a timely fashion while working with the original assignee
- VoIP knowledge including SIP, SCCP, RTP, STUN, TURN, and ICE
- Respond to telephone, e-mail, and web-generated requests for support, including problem analysis, initial resolution and/or escalation
- Communicate with IT customers regarding their issues, both verbally and by written correspondence
- Communicate with IT personnel to document customer issues, create assignments, and manage support requests from initial reporting through resolution
5
Experience For HSD / Phone Tier Technical Support Rep Resume
- Provide initial desktop, server, and network hardware and software troubleshooting for issues related to those items
- Use the issue tracking software, to document, assign, and manage issues presented to the support center by our customers
- Encouragement during stressful times for yourself and to peers
- Troubleshoot issues and liaise with Operations and/or Engineering teams as necessary to resolve issues
- Maintain a detailed understanding of product architecture, technical components and application functionality
- Document troubleshooting procedures for new product features and issues
- Create knowledge base articles for both internal and customer facing solutions
- Knowledge of PC hardware, including monitors, printers, scanners and other peripherals
6
Experience For Success Agent, Tier Technical Support Resume
- Provide constant communication to clients on any/all outstanding issues
- Contact common carrier and work with them to resolve issues determined to be in their area of responsibility, acting as a liaison between them and the client
- Dispatch license, Pilots license, Instrument rating, or other Aviation certifications desired
- Interacts primarily with organization personnel and customers to obtain or provide information requiring some explanation or interpretation
- Has substantial and thorough understanding of the job
- Solves routine problems of limited scope and complexity by following established practices and procedures
- Able to log, update, and record actuate and detailed tracking records
- Close service requests in Remedy
7
Experience For Temporary Tier Technical Support nd Shift Resume
- Perform BlackBerry activations and re- activations
- Perform RSA Pin resets and/or RSA soft token pushes
- Troubleshoot BlackBerry access issues
- Troubleshoot remote access Citrix Client issues
- Provide instructions to end users on how-to configure workstations for remote access use and escalate service requests and/or incidents, if necessary, to Tier 2. This function is performed on a per shift basis
- Provides technical expertise to resolve requests for complex and diverse technical support of Jeppesen’s commercial, corporate, and military aviation product and service line to include: JetPlan, JetPlan.com, JetPlanner, OpsControl, OpsData, and Weather Services
- Provides a common internal and external point-of-contact for the consistent communication of designated problem-solving techniques, strategies and solutions to enable the continued sale and optimum operation of assigned products and services
8
Experience For Tier, Technical Support Engineer Unix Resume
- Acts as a technical consultant to Jeppesen staff and management and to existing and potential clients for the targeted sale of assigned products and services
- Provides pre-sales cycle technical consultation, information, and solutions as a catalyst for the sale of existing and planned products and services, as directed
- Designs technical support delivery systems that economize process and expedite product sales and service, as directed
- Clarifies and validates technical support requirements, and resolves customer compatibility and installation issues in conjunction with sales and various other business units
- Provides a wide range of technical consultation ranging from a singular-product solution to a complex multi-tier customer hardware and software requirement
- Provides technical direction, guidance, and training to staff, key customers, and industry contacts on new products, features, and client system integration
- Takes an active role as a member of various product development teams, as directed
- Feeds customer knowledge, detailed product specifications, and requirements for new features or technologies to product development staff and management
9
Experience For Tier, Technical Support Resume
- 1) Load Balancers (F5 and Citrix)
- 3) WAN Accelerators/Optimizers (Riverbed)
- 4) VoIP Appliances (Avaya)
- 5) WiFi/Wireless communications support
- Assists Supervisor with the management of the departments’ daily activities
- Basic knowledge of how an API works
- Managing any misrouted calls or emails regarding CLIENT products or services by transferring the customer to the appropriate internal CLIENT group, or by providing the applicable number to the external partner or supplier
- Successfully meet or exceed Time Warner Cable’s call handle requirements as measured by periodic call monitoring and individual call statistics
10
Experience For Business Class Tier Technical Support Rep Resume
- Provide support to installers and field technicians when appropriate or as needed
- Provide premium implementation and technical support to RingCentral’s largest customers
- Plan, design, install, maintain, troubleshoot and repair RingCentral’s solutions
- Understand network architecture required to support RingCentral’s VoIP services
- Not afraid to be yourself!
- Answer STS Service Desk Phones
- Create and route ServiceNow Incidents
- Provide Second-level support to all RingCentral customers
List of Typical Skills For a Tier Technical Support Resume
1
Skills For Tier Technical Support Engineer Resume
- Demonstrated experience using diplomacy to negotiate, to resolve service conflicts, and to persuade others to embrace strategies proposed
- Effectively document and track issues in IMS
- Communicate effectively with individuals/teams in the program to ensure high quality and timely delivery on customer’s requests
- Excellent architecture knowledge at both network and system levels including IaaS, PaaS, SaaS, service chain, load-balancing, and elastic scaling
- Strong understanding of subnetting and network segmenting
- Experience documenting cases using a ticket tracking application such as Jira, Remedy, Siebel, etc
2
Skills For Tier Technical Support Specialist Resume
- Very strong understanding of Microsoft / UNIX operating systems
- Good Networking knowledge and understanding
- Strong working knowledge of all Windows Operating Systems
- Superior Client troubleshooting / Technical Support Engineering experience in hosted, cloud-based technologies
- Experience supporting telecommunications, networking or Software-as-a-Service products
- Experience supporting marketing automation products
- Experience in IT providing technical support at a high level
3
Skills For Tier, Technical Support Engineer Resume
- Answers incoming technical support escalations, phone calls, online chat sessions, and emails in an effective, efficient, and friendly manner
- Experience supporting computer applications in an operational (mission critical) mode
- Experience using OpenSUSE or other Linux distributions
- International Number Porting experience
- Be an internal evangelist for providing excellent quality of service to every RingCentral customer
- Experienced in VOIP technology including SIP, RTP, QoS, COS, codecs
- Experience working for a company known for its focus on customer service
- Hands-on networking experience
- Hands-on network troubleshooting experience
4
Skills For Tier, Technical Support Admin Resume
- Proven ability to develop and cultivate lasting customer relationships with a diverse set of internal and external constituencies
- Three Years of Tier 2 Software Support Helpdesk experience
- At least Three Years of Tier 2 Software Support Help desk experience
- Demonstrated proficiency resolving complex and extremely diverse requests for technical support of aviation and/or marine products and services
- Demonstrated domain knowledge of designated aviation and/or marine markets, customers, products, and services
- Demonstrated proficiency communicating technical data and its robust application in computer hardware, software, and peripherals
- +2 years of experience in Telecommunications
- +2years of experience in Local Number Portability
- +2 years of experience in Customer service and Technical Support
5
Skills For HSD / Phone Tier Technical Support Rep Resume
- +10 years of experience in Telecommunications
- +10 years of experience in Local Number Portability
- +7 years of Supervisory experience
- +5 years of experience in Customer service and Technical Support
- Demonstrated ability to document process, procedures, and knowledge articles to share information with others
6
Skills For Success Agent, Tier Technical Support Resume
- Experience in customer focused role such as pre-sales engineer or post-sales technical support
- Excellent on time and attendance record
- Prioritize, communicate, and resolve issues in a timely manner
- Demonstrate proficiency in Internet-related applications such as email clients and web browsers
- At least one year of general help desk or related IT experience
7
Skills For Temporary Tier Technical Support nd Shift Resume
- Strong knowledge of Windows Server 2012 and IIS 8.0 Familiarity with SQL Server 2008 R2 and basic database administration tasks
- Experience with various layer 2 and 3 protocols: STP, HSRP, LACP, BGP, OSPF, Dot1q, VLANs, CDP, LLDP
- 3+ yrs. experience in customer focused role - post-sales technical support
- Proven track record of high customer satisfaction ratings in customer or technical service role
- Proven ability to mentor and display leadership and ownership of issues
- Customer support experience for software applications
- With multi-tiered application support experience
8
Skills For Tier, Technical Support Engineer Unix Resume
- Develops and maintain effective working relationships with key customers and industry contacts to implement product improvements and drive sales
- Manage customer expectations and experience to deliver high customer satisfaction and increase retention
- Prioritize end-user issues
- Deploying, managing, and troubleshooting complex issues, utilizing ITIL best practices
- Writing & troubleshooting shell, bash, Python, and Ruby scripts
- Willing to work four 10-hour days per week from 6 a.m to 4 p.m
- Working knowledge of printers
- Working knowledge of relational database management systems with the ability to write and debug SQL queries
- Assist users of the client’s products and services by answering questions and using critical thinking to solve problems involving their use
9
Skills For Tier, Technical Support Resume
- Knowledge of troubleshooting and configuring web applications and services using REST API and CLI
- Enters information into customer resource management tool in order to ensure proper tracking and metric reporting
- Be a part of something big, challenging and meaningful
- Responsibilities include patch management, user, file and print administration, documentation, upgrading, migrations, and troubleshooting
- Needs to be comfortable being in front of a customer even though they wont be taking any direct customer calls
- Need to be comfortable being in front of a customer even though they won't be taking any direct customer calls
- Answer incoming client calls involving questions or issues
- Create, maintain and improve processes and procedures for diagnosing and resolving voice quality issues
- Expert in advanced network troubleshooting and terminology including LAN/WAN, Routers, Firewalls, Switches, PBX deployment, TCP/IP (IPv4), DNS, etc
10
Skills For Business Class Tier Technical Support Rep Resume
- Provide technical support and troubleshooting for Veeam Software’s clients via telephone, email, and web conferencing
- Proactively stay up to date with all the latest technologies concerning Veeam’s products and the underlying technologies
- Provide limited training to users regarding how to use their computer and software
- Provide on-going training to Support team members
- Familiarity with networking, DNS and troubleshooting in the browser
- Take technical escalations from first level support ranging from product issues to network troubleshooting
List of Typical Responsibilities For a Tier Technical Support Resume
1
Responsibilities For Tier Technical Support Engineer Resume
- Travels to customer sites and industry trade shows providing technical expertise and assistance with technical operation and customer inquiries
- Investigate and reproduce possible product defects and provide details to Third line, Service Engineers and our Network teams
- Maintain, troubleshoot and repair RingCentral’s solutions
- Become an expert of the network architecture required to support RingCentral’s VoIP services
- Manage escalated issues and collaborate with other internal departments to expedite resolution
2
Responsibilities For Tier Technical Support Specialist Resume
- Regularly achieve and exceed service level agreements and quality/customer satisfaction targets
- Communicate and empathize with all levels of customers – executives, end users, developers
- Identify and correct operational issues on client computer systems
- Provide client support to troubleshoot and resolve help desk issues related to technical difficulties with hardware, software, and the network
- Uphold and maintain support for the IT Team Values
3
Responsibilities For Tier, Technical Support Engineer Resume
- Promptly answer support-related email, phone calls, and other electronic communications
- Self-motivated, energetic, detail-oriented, and organized
- Knowledge and experience with Mac and Windows Operating Systems, basic networking principles, help desk software, Internet software, and Microsoft Office applications
- Trouble-shoot escalated issues from Tier 1 Technical Support team requiring in-depth technical research
- Meet and exceed resolution goals by solving tickets in a timely manner, as escalated by Tier 1 Technical Support and other internal teams
- Solve practical problems and address situations where only limited standardization exists
- Interpret a variety of instructions furnished in written, oral, or other form
- Provide technical assistance and training to internal/external users on product & system related topics in a professional, thoughtful and tactful manner via email, phone, and web conferencing
4
Responsibilities For Tier, Technical Support Admin Resume
- Identify and document product bugs and escalate to development team for resolution Manage and track all issues through to resolution
- Communicate complex technical details to a non-technical audience
- Review system generated error messages or log files
- Work with client IT personnel to troubleshoot API, SDK integration issues
- Occasionally be on-call for highly critical system issues and for strategic accounts
- Coordinate with database teams in creating scripts for streamlining support processes and reducing resolution times Identify, resolve, and communicate client and product satisfaction issues to leadership
- Provide training and guidance to Tier 1 Technical Support staff to increase their technical knowledge and ability to resolve tickets
- Contribute content to technical knowledge base used by client and internal staff
- Provide technical support for installed MaritzCX solutions maintained in customer environments
5
Responsibilities For HSD / Phone Tier Technical Support Rep Resume
- Assume other special projects/assignment as directed
- Independent thinker, creative problem solver, quick learner
- Self-motivated, flexible, and adaptable
- Take ownership and drive projects/issues to completion quickly and accurately
- Work under the constraints of strict deadlines and short turnaround times
- Basic knowledge of exchange, SMTP, DNS, TCP/IP, Active Directory
6
Responsibilities For Success Agent, Tier Technical Support Resume
- Knowledge of CSS, HTML5, JavaScript, SQL
- Contribute to documentation to build Veeam’s knowledge base
- Set up user accounts, permissions, mailboxes, groups, and other server administration items
- In depth knowledge of TCP/IP and the OSI model
- Provide technical assistance and training to users on software-related needs/questions in a professional, kind and tactful manner via email, phone calls, and web conferencing
7
Responsibilities For Temporary Tier Technical Support nd Shift Resume
- Present technical concepts in a clear manner to clients
- Communicate sometimes-complex technical details to a non-technical audience
- Identify, resolve, and communicate client and product satisfaction issues to management
- Contribute content to the Knowledge Center for our client self-support website
- Adhere to IT Service Management policy and procedures for all in scope process areas
- Promptly records specific issues, processes, or reports of customer dissatisfaction
- Collaborative work environment for team success
- Oversee client service requests
8
Responsibilities For Tier, Technical Support Engineer Unix Resume
- Leverage your knowledge of the product to achieve subject matter expert status
- Ensure that the highest level of client satisfaction is achieved through prompt resolution of client issues
- Complex routing protocols including BGP, EIGRP, OSPF, RIPV2 and SLA, as well as proficiency in firewall setups covering ACL’s, UDP and TCP are of course recommended, but not absolutely required
- Office & Office 365
- Be very savvy with mobile devices
- Extremely detail oriented and the ability to consistently follow team procedures and documentation
- Quickly learn several proprietary applications that are core to our business
- Technical Support for mobile devices (Smartphones, tablets, laptops, music players)
- Resolve issues, schedule follow-up and/or escalate the customer’s call
9
Responsibilities For Tier, Technical Support Resume
- 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
- Update information on trouble tickets as necessary, and close out trouble tickets when clients' issues have been resolved
- AA and 1 years exp or HS and 2 years exp with relevant certification
- Maintain business server and network systems
- Manage the coordination of projects and technologies between infrastructure design and server/application
- Learn and quickly adapt to new challenges
- Able to communicate identified challenges within the team and provide ideas on thoughtful and possible solutions
- ITIL Foundation v3 or v4 Certification
10
Responsibilities For Business Class Tier Technical Support Rep Resume
- Update customer’s files
- Knowledge of 911 telephony
- Technical Support for mobile devices Smartphones, tablets, laptops, music players Provide technical support via phone, chat or email
- Have an authentic influence on the future of aviation
- Join an international team where great ideas are appreciated and implemented
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