tech support experience resume

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6 Technical Support Resume Examples - Here's What Works In 2024

Since the entire world is thriving in an it environment, there is a greater demand than ever for technical support. giving technical support includes managing, maintaining, and handling it systems as needed. our technical support resume guide can be useful if you are a tech-savvy job seeker in the field. filled with tips and downloadable templates, make yourself an impressive resume.

Many businesses are relocating online so they can effectively save time and resources. But to do that, they must always make sure that their IT systems are fault-free. That’s where the demand for technical support comes in!

Technical support offers to monitor computer systems without fail and immediately perform bug fixes when they arise. They are also responsible for troubleshooting problems, diagnosing solutions as well as configuring hardware and software. Apart from that, technical support often helps out individuals virtually in solving their specific problems too!

This profession requires an educational background and a vast knowledge of computer and IT systems. Being technical and analytical are must-have qualities that tech support must possess because it makes them effective in their jobs. 

If you’re looking to make your resume impressive to recruiters, our technical support resume guide can help you determine how to do so! A good resume requires concise and relevant [information that employers are actively seeking from applicants. Let’s take a look into what makes for successful technical support resumes!

Technical Support Resume Templates

Jump to a template:

• Software Support Technician
• Software Product Support Analyst
• Technical Support Specialist
• Technical Support Engineer
• Application Support Engineer

Jump to a resource:

• Keywords for Technical Support Resumes

Technical Support Resume Tips

• Action Verbs to Use
• Related Engineering Resumes

Get advice on each section of your resume:

Template 1 of 6: Software Support Technician Resume Example

Have you ever used the tech support chat to solve a random problem on any software like Microsoft? The person helping you out with a solution is a software support technician. A software support technician is in charge of fixing software application problems, identifying system errors, and documenting solutions. They improve the customer experience within SaaS companies! To efficiently produce support tickets and resolve customers' difficulties, a software support technician needs to be very organized, have great communication, and have computer tool and application navigational abilities. Academically, you will need to have a bachelor's degree in computer science or IT support as well as some prior experience working as a support technician. This is how you make an interesting software support technician resume:

We're just getting the template ready for you, just a second left.

Tips to help you write your Software Support Technician resume in 2024

   display your academic success in computer and information technology..

Employers need candidates with experience in computer science and knowledge of the subject. To grab their attention, be sure to highlight your degrees, certifications, and any merit-based honors in the field.

   Highlight important problem-solving achievements in your career.

Before users became aware of the software server's outage, did you diagnose any issues? Have customers praised your customer service abilities in reviews? In a prior position, did you create simple FAQs? Your resume should include these. It helps potential employers identify you as a practical and technical solution to their tech problems.

Skills you can include on your Software Support Technician resume

Template 2 of 6: software product support analyst resume example.

One step above the corporate ladder is the software product support analyst. As a software product support analyst, you’re often required to communicate directly with consumers facing issues. You are expected to assist and advise solutions to software problems such as malfunctions and bugs. Most job postings require a bachelor's degree in IT or computer science. Having a few years of experience in the field is always considered a bonus as it shows you are an analytical and experienced employee, who can provide valuable service. Let’s view an example of a good software product support analyst's resume:

Tips to help you write your Software Product Support Analyst resume in 2024

   show your knowledge of remote desktop support systems like teamviewer..

As a software product support analyst, you must work well in a team. Therefore, employers are more likely to want you on board if you mention that you are familiar with and flexible with working in teams by mentioning your expertise in remote-working platforms like TeamViewer or Zoho Assist.

   Mention your familiarity with networking systems and protocol.

A technical support professional is helpful to businesses if they know several operating systems. Include your operating system qualifications, but don't be afraid to mention that you also hold other technical credentials like CCNA, CNCT, CCENT, or CCNP.

Skills you can include on your Software Product Support Analyst resume

Template 3 of 6: technical support specialist resume example.

Let's chat about crafting resumes for a Technical Support Specialist role. This position is all about trouble-shooting, problem-solving, and, most importantly, communication. With remote work becoming the norm due to recent trends, these roles have expanded beyond local offices into global teams. When writing your resume, it's important to convey not just your technical efficiencies, but also your ability to explain complex issues in a clear and understandable manner. Remember, a tech support specialist is the bridge between sophisticated tech systems and their less tech-savvy users. Your future employer needs to know that you have a good grasp of both the technology you'll be supporting and the communication skills necessary to interact effectively with clients. No matter how complex the issue, the users will expect a simple and practical solution. Your resume should reflect your ability to excel in such scenarios and should highlight your understanding of the latest industry trends.

Tips to help you write your Technical Support Specialist resume in 2024

   highlight your problem-solving skills.

Highlight instances in your past roles where you went above and beyond to resolve a complex technical issue. Rather than focusing solely on the technical aspect, emphasize how you communicated the solution to non-technical team members or clients. Tech support isn't just about fixing things; it's about helping people understand what went wrong and how it was fixed.

   Demonstrate your expertise with remote support tools

With more teams working remotely, ability to use online technical support tools has become a must. Mention specific remote support tools you are familiar with, like Zendesk or TeamViewer. This shows you're prepared for the new reality of remote technical support.

Skills you can include on your Technical Support Specialist resume

Template 4 of 6: technical support specialist resume example.

Technical support specialists overlook problems that are beyond technical support representatives. They have greater knowledge of computer software and hardware. These specialists are focused on attending to technical requests to ensure productivity. Your job will require you to show excellent problem-solving and troubleshooting skills. Having great communication and the ability to explain things in layman’s terms will be useful because tech support specialists are relayers of information in a chain of teams. Here’s what a successful technical support specialist resume looks like:

   Quantify your achievements in numerical figures.

Quantifying your success is the finest strategy to draw in a new company. You can say how many support tickets you successfully resolved or how many bug-fixing reports you sent. You can also state how many individuals you were able to carry in a team if you have experience leading teams. Your resume will stand out with these numbers!

   Include relevant customer support experience from previous jobs.

One crucial skill that recruiters look for is the ability to communicate information to customers. If you list employment experience connected to customer support on your resume, it will speak for you. Working in retail or a call center are two examples of this!

Template 5 of 6: Technical Support Engineer Resume Example

Researching and resolving customer issues regarding computer systems and software comes in the job description of a technical support engineer. They have additional tasks such as designing software, developing maintenance plans, and configuring systems to ultimate optimizations as well! Due to the intensely technical nature of this job, you need to have a bachelor's degree in Engineering along with work experience as a tech support engineer. Your knowledge of API and web services counts as a plus point because it makes you helpful to the corporate. Here’s a template of a technical support engineer resume:

Tips to help you write your Technical Support Engineer resume in 2024

   mention personal projects that showcase your range of skills..

Recruiters want to know if you can handle an array of systems and software (pun intended). Your resume should be rich in showcasing personal projects that use multiple programming languages and technology like NoSQL, Support Tickers, Project management, and Servers.

   Include career highlights that show an attentive and team-working attitude.

Being tech-savvy is not the only thing that you need to work effectively as a technical support engineer. The work experience portion of your resume should include instances where you can mention your teamwork attitude. Use words such as “led”, “resolved”, “overcame” and “created” to highlight these instances.

Skills you can include on your Technical Support Engineer resume

Template 6 of 6: application support engineer resume example.

When businesses want to streamline their operations, they seek an application support engineer. These engineers are responsible to overlook the installation and maintenance of software applications important to the business, assisting wherever necessary. Being an application support engineer means being an expert on software stacks and timely debugging and maintaining software. They need to be communicative and responsible with time, along with having a bachelor’s degree in computer science or information technology. If this job sounds like the one you’re seeking, we have a great resume template for you to take inspiration from!

Tips to help you write your Application Support Engineer resume in 2024

   demonstrate technical programming skills through projects..

Your projects that are built upon various programming languages and frameworks can make a difference to your resume. Some of the most important languages that employers often look for are Java, C++, Javascript, .Net languages as well as HTML. Some framework examples can include Emmet, jQuery, Bootstrap as well as Sass.

   Show your abilities in using common software tools.

Experience with data management, online platform development, and proprietary business software can help your resume stand out. It demonstrates your capacity for successfully managing the technical components of your profession and establishes your skills before you even get the job! Some of these software includes Apache Hadoop and Ajax.

Skills you can include on your Application Support Engineer resume

As a hiring manager who has recruited technical support professionals at companies like Google, Microsoft, and Apple, I know what it takes to create a standout resume in this field. The following tips will help you showcase your skills and experience in a way that catches the attention of potential employers and sets you apart from other candidates.

   Highlight your technical expertise

Employers want to see that you have the technical skills needed to excel in a technical support role. Be sure to highlight your expertise in the following areas:

• Operating systems like Windows, Mac OS, and Linux
• Hardware components such as servers, routers, and switches
• Networking protocols and troubleshooting techniques
• Remote desktop and screen sharing tools

Avoid simply listing these skills without context. Instead, provide specific examples of how you've used them to solve problems and support end-users. For example:

Resolved complex network connectivity issues by analyzing packet captures using Wireshark and implementing firewall rule changes to restore service for over 500 users.

   Quantify your impact with metrics

Numbers speak louder than words when it comes to demonstrating your value as a technical support professional. Use metrics to quantify the impact of your work, such as:

• Number of tickets resolved per day/week/month
• Average resolution time for support requests
• Customer satisfaction scores or ratings
• Percentage reduction in escalations or repeat issues

Avoid vague statements that lack context, like:

• Handled a high volume of support tickets
• Provided excellent customer service

Instead, be specific and use numbers to back up your claims:

• Consistently resolved an average of 50+ support tickets per week while maintaining a 98% customer satisfaction rating
• Reduced average ticket resolution time by 30% through process improvements and automation

   Showcase your problem-solving skills

Technical support is all about troubleshooting and problem-solving. Employers want to see examples of how you've used your analytical skills to diagnose and resolve complex issues. When describing your experience, focus on:

• The specific problem or challenge you faced
• The steps you took to investigate and identify the root cause
• The solution you implemented to resolve the issue
• The impact of your resolution (e.g. number of users affected, system downtime avoided)

For example:

Investigated and resolved a critical application performance issue affecting over 10,000 users worldwide. Collaborated with development teams to identify a memory leak in the code and implemented a patch, restoring normal operation within 2 hours and preventing an estimated $50,000 in lost productivity.

   Highlight your communication skills

As a technical support professional, you'll often need to explain complex technical concepts to non-technical users. Employers want to see that you have strong communication skills and can adapt your language to your audience. In your resume, include examples of how you've:

• Clearly explained technical solutions to end-users
• Created user guides, knowledge base articles, or other documentation
• Collaborated with cross-functional teams to resolve issues
• Presented technical information to stakeholders or leadership

Created a series of user guides and video tutorials on common IT issues, reducing helpdesk ticket volume by 25% and empowering users to resolve basic problems on their own.

   Include relevant certifications and training

In the technical support field, certifications demonstrate your knowledge and commitment to staying current with industry best practices. Be sure to include any relevant certifications you hold, such as:

• CompTIA A+, Network+, or Security+
• Microsoft Certified Solutions Expert (MCSE)
• Cisco Certified Network Associate (CCNA)
• ITIL Foundation

In addition to certifications, highlight any relevant training or professional development you've completed. This could include vendor-specific courses, online learning platforms like Coursera or Pluralsight, or in-person workshops and conferences.

Remember, the key is to focus on certifications and training that are directly relevant to the technical support role you're seeking. Avoid listing certifications that are outdated or not applicable to the position.

   Tailor your resume to the job description

One of the biggest mistakes job seekers make is using the same generic resume for every application. To stand out, you need to tailor your resume to the specific job description and company. Here's how:

• Read the job description carefully and identify the key skills, experience, and qualifications required
• Highlight the parts of your background that match these requirements, using similar language and keywords
• Include specific examples and metrics that demonstrate your fit for the role
• Research the company and industry, and incorporate any relevant insights or terminology

For example, if the job description emphasizes experience with cloud computing platforms like AWS or Azure, be sure to highlight any relevant projects or certifications you have in this area. If the company is known for its commitment to customer service, include examples of how you've gone above and beyond to support end-users.

By tailoring your resume to the specific job and company, you'll show employers that you've done your research and are a strong fit for the role.

Writing Your Technical Support Resume: Section By Section

  header, 1. put your name front and center.

Your name should be the largest text on your resume, typically 14-16pt font. It's best to use the name you use in professional contexts, which is likely the same one on your LinkedIn profile.

Make sure your name is on its own line and stands out from the rest of your contact details:

• John Q. Smith
• 123-456-7890 | [email protected] | linkedin.com/in/johnqsmith

Avoid these common mistakes:

• JOHN QUINCY SMITH (all caps looks unprofessional)
• John Smith, Technical Support Specialist (no job titles)
• John Smith, 123 Main St, New York, NY 10001, 123-456-7890, [email protected] (full address is unnecessary)

2. Include essential contact details

In addition to your name, your header should contain:

• Phone number
• Professional email address
• LinkedIn profile URL
• City and state (optional)

Technical support roles often require troubleshooting via phone, so listing your number is important. Use a professional email with a simple format like [email protected] . Avoid outdated domains like AOL or Hotmail that might age you.

Bad example:

• [email protected]

Good example:

If you have a strong LinkedIn profile, include the URL. Recruiters often cross-reference it with your resume. Just use the unique part after linkedin.com/, not the full link.

Tip: Ensure your LinkedIn is as compelling as your resume. Use our free LinkedIn Review tool to optimize your profile and showcase your technical support expertise.

3. Keep it clean and simple

Stick to a clean, easy-to-read design for your header. Use a common font like Arial or Calibri. Bold your name and consider using light dividing lines to separate it from your other details.

John Smith ———————— [email protected] | 212-555-1234 | New York, NY | linkedin.com/in/jsmith

Avoid graphics, photos, logos or other embellishments in your header. Applicant tracking systems can have trouble parsing those elements. Busy hiring managers also prefer simple, straightforward headers.

Remember, the goal is to make it easy for recruiters to know who you are and how to contact you. An uncluttered header with key details does the job best.

  Summary

A resume summary for technical support roles is optional. It can be beneficial if you're making a career change and your past experience doesn't directly align with technical support, or if you're an experienced professional with many years in the field. A summary allows you to provide additional context and highlight key skills that may not be immediately apparent from your work history alone.

However, avoid using an objective statement, as they are outdated and focus on your own goals rather than how you can contribute to the company. Instead, use your summary to showcase your most relevant qualifications and the value you bring to a technical support position.

To learn how to write an effective resume summary for your Technical Support resume, or figure out if you need one, please read Technical Support Resume Summary Examples , or Technical Support Resume Objective Examples .

1. Tailor your summary to the specific role

When crafting your technical support resume summary, it's crucial to align it with the specific job requirements. Many candidates make the mistake of using a generic, one-size-fits-all summary:

Experienced IT professional seeking a challenging technical support position to utilize my skills and grow my career.

Instead, highlight your most relevant technical support qualifications and the value you offer:

Technical Support Specialist with 5+ years of experience troubleshooting and resolving complex hardware, software, and network issues. Skilled at communicating with non-technical users and providing exceptional customer service. Seeking to leverage my expertise to improve customer satisfaction and retention for [Company Name].

2. Quantify your achievements

When possible, use numbers and metrics to quantify your accomplishments in your summary. This helps provide concrete evidence of your abilities and makes your summary more impactful. Compare the following examples:

• Experienced in resolving technical issues and providing customer support

Instead, quantify your experience like this:

• Resolved an average of 50+ technical support tickets per week while maintaining a 95% customer satisfaction rating

By incorporating numbers, you give hiring managers a tangible sense of your capabilities and the level of impact you can bring to their technical support team.

3. Showcase your technical and soft skills

A standout technical support resume summary should highlight both your technical expertise and your soft skills. Technical skills demonstrate your ability to troubleshoot and resolve issues, while soft skills show you can effectively communicate with and support customers.

Include specific technical skills, tools, and methodologies you're proficient in:

• Proficient in Windows, macOS, iOS, and Android troubleshooting
• Experienced with remote desktop tools, ticketing systems, and knowledge bases

Complement these with relevant soft skills:

• Excellent active listening and problem-solving abilities
• Strong written and verbal communication skills

By showcasing both skill sets in your summary, you demonstrate that you have the well-rounded expertise needed to excel in a technical support role.

  Experience

Your work experience section is the heart of your resume and should effectively demonstrate your ability to excel in a technical support role. Highlight your most relevant and impressive accomplishments, and show the impact you've made in previous positions.

1. Focus on customer service and problem-solving skills

Emphasize your customer service expertise and problem-solving abilities, as these are crucial for success in technical support roles. Showcase specific examples of how you've assisted customers and resolved complex issues.

• Resolved an average of 50+ customer inquiries daily, maintaining a 95% customer satisfaction rating
• Troubleshot and resolved complex software issues, reducing average ticket resolution time by 25%

Avoid generic statements that don't highlight your specific contributions:

• Responsible for answering customer questions
• Helped customers with technical problems

2. Highlight technical expertise and tools

Demonstrate your proficiency with relevant technical tools, systems, and methodologies used in your previous roles. This showcases your ability to adapt to new technologies and work efficiently.

• Expertly navigated Zendesk CRM to manage and prioritize customer tickets
• Utilized advanced troubleshooting techniques to diagnose and resolve network connectivity issues

Compare this to a resume that lacks specific tools and technologies:

• Used a ticketing system to manage customer inquiries
• Helped customers with network problems

3. Quantify your achievements with metrics

Whenever possible, use metrics to quantify your achievements and demonstrate the impact of your work. This helps hiring managers understand the scale and scope of your contributions.

• Implemented a new troubleshooting guide, reducing average call handle time by 90 seconds
• Maintained a first-call resolution rate of 85%, surpassing team targets by 15%

Improved efficiency by creating a troubleshooting guide and consistently met first-call resolution targets

While this example mentions positive achievements, it lacks the specific metrics that make the accomplishments more tangible and impressive.

4. Showcase promotions and career growth

If you've been promoted or taken on additional responsibilities in your previous technical support roles, make sure to highlight this in your work experience section. This demonstrates your ability to grow and succeed within an organization.

• Promoted to Senior Technical Support Representative after consistently exceeding performance targets
• Trained and mentored a team of 5 junior support representatives, contributing to a 20% increase in overall team efficiency

Avoid downplaying your career progression with vague statements:

• Worked as a Technical Support Representative and then got promoted
• Helped train new team members

  Education

The education section of your technical support resume should be concise and highlight your most relevant qualifications. It's important to tailor this section to the specific job you're applying for, emphasizing the skills and knowledge that are most valuable in the technical support field.

1. List your highest degree first

Start with your most recent or highest level of education, such as a bachelor's or associate's degree in a relevant field like computer science, information technology, or engineering. If you have multiple degrees, list them in reverse chronological order.

Bachelor of Science in Computer Science University of California, Los Angeles Graduated: May 2020

2. Include relevant coursework and projects

If you're a recent graduate or have limited work experience, highlighting relevant coursework and projects can demonstrate your skills and knowledge to potential employers. Focus on courses and projects that showcase your technical abilities, problem-solving skills, and customer service experience.

• Relevant Coursework: Network Administration, Database Management, Software Troubleshooting
• Senior Project: Developed a user-friendly troubleshooting guide for common software issues, reducing support ticket response time by 20%

3. Showcase technical certifications

In the technical support field, certifications can be just as valuable as traditional degrees. If you have earned any relevant certifications, such as CompTIA A+, Network+, or ITIL, include them in your education section or create a separate 'Certifications' section.

CompTIA A+ Certification Earned: September 2021

For senior-level technical support professionals, it's important to keep the education section concise and focus on your most impressive qualifications. Avoid listing outdated or irrelevant certifications, as they may distract from your more recent achievements.

4. Tailor your education section to the job

When applying for technical support positions, it's essential to customize your education section to highlight the skills and knowledge that are most relevant to the specific job. Review the job description carefully and emphasize the qualifications that match the employer's requirements.

For example, if the job description mentions a preference for candidates with experience in a specific operating system or software, make sure to highlight any related coursework or certifications you have.

• Bachelor of Arts in English Literature
• Relevant Coursework: Creative Writing, British Literature, Poetry Analysis
• Bachelor of Science in Information Technology
• Relevant Coursework: Operating Systems, Network Security, Technical Writing

Action Verbs For Technical Support Resumes

Actions speak louder than words. But for a technical support resume, action words speak the loudest to recruiters. Your profile should show words like … and … to display your ability to work best as technical support personnel. It is the profession where your past performance plays a great role so make sure to add these action verbs to your resume wherever possible:

• Troubleshoot
• Implemented

For more related action verbs, visit IT Action Verbs .

For a full list of effective resume action verbs, visit Resume Action Verbs .

Action Verbs for Technical Support Resumes

Skills for technical support resumes.

What goes into creating solid technical support? It certainly helps to have a solid grasp of programming languages and networks. But it's not just scientific and technology-based; it also involves sharing ideas and working in teams to find solutions to a wide range of issues. Effective time and project management is another skill that technical support must possess.

Having certifications in technical engineering, university degrees along with relevant hard skills should be included in your resume. They help recruiters identify a successful applicant who is experienced in the field and has solutions to all problems. Here is a list of all skills that you should include in your resume as long as you possess them:

• Technical Support
• Troubleshooting
• Active Directory
• Windows Server
• Operating Systems
• Software Installation
• System Administration
• Computer Hardware
• Network Administration
• Microsoft Access
• Engineering
• Telecommunications
• Virtual Private Network (VPN)
• IT Service Management
• Project Management
• Domain Name System (DNS)
• Dynamic Host Configuration Protocol (DHCP)
• Internet Protocol Suite (TCP/IP)
• Customer Service

How To Write Your Skills Section On a Technical Support Resumes

You can include the above skills in a dedicated Skills section on your resume, or weave them in your experience. Here's how you might create your dedicated skills section:

Skills Word Cloud For Technical Support Resumes

This word cloud highlights the important keywords that appear on Technical Support job descriptions and resumes. The bigger the word, the more frequently it appears on job postings, and the more 'important' it is.

How to use these skills?

Other engineering resumes, cloud engineer.

Desktop Support

IT Specialist

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3 Technical Support Specialist Resume Examples for 2024

Technical Support Specialist Resume

Professional technical support specialist resume, formal technical support specialist resume.

• Technical Support Specialist Resume Writing 101

As a technical support specialist, you’ve refined your ability to decode complex technical problems and present them in simple terms. Thanks to your work, everyday users are able to navigate the complex waters of technology with ease. 

Leveraging your deep technical knowledge to provide users with a frustration-free experience is a highly sought-after skill. However, you’ll still need to write an effective resume to beat the competition.

Don’t worry—we’re here to help. With our technical support specialist resume examples and cover letter writing tips, you’re one successful interview away from a job!

or download as PDF

Related resume examples

• IT specialist
• IT director
• Entry-level IT
• IT professional

What Matters Most: Your IT Expertise & Customer Service Background

You’re a pro with various tech support tools, be it TeamViewer or Zendesk, and that proficiency helps you get through each workday. Thanks to your confidence in various software and hardware, end users walk away happy with their problems all fixed. Use this part of your resume to emphasize that.

For maximum effect, stick to listing your technical skills and software proficiencies in this section, with an emphasis on those that enhance your productivity, such as Jira Service Desk. 

Talk about your network troubleshooting expertise and your knowledge of security protocols. If you specialize in a certain niche of tech support, such as cloud systems or virtualization, make sure to highlight it.

9 best technical support specialist skills

• Active Directory
• Norton/McAfee

Sample technical support specialist work experience bullet points

You’ve resolved countless tech issues, led cybersecurity training initiatives, and oversaw countless software installations. Let’s not forget that you did all this while maintaining high user satisfaction and system efficiency scores!

To make the most of your expertise, don’t just list off your daily responsibilities—focus on your greatest achievements where your work made a tangible impact on the end user, or even the company as a whole. Throw in some metrics to make your experience stand out even more.

Discuss your high first-call resolution rates with TeamViewer, the decrease in ticket response times your Jira prioritization overhaul led to, and routines or systems you implemented that boosted overall uptime or efficiency.  Here are a few samples:

• Analyzed network performance using Wireshark to identify and resolve network latency issues, resulting in a 22% improvement in overall network efficiency
• Improved network uptimes by 23% using Kubernetes to ease peak load and dedicated servers
• Managed software installations across 450+ workstations, resulting in an 18% increase in system efficiency
• Collaborated on a network overhaul using Cisco IOS, improving connectivity speeds by 26%

Top 5 Tips for Your Technical Support Specialist Resume

• When you list your technical skills and work experience , make sure to get into the specific software applications and tools you’re familiar with. For instance, discuss which remote desktop tools, helpdesk software, or ticketing systems you used to achieve your goals.
• Your job hinges on your ability to troubleshoot and resolve issues with network and computer systems. Talk about times when you’ve combined your technical skills with creative problem-solving to resolve complex issues that seemingly had no straightforward fix.
• Show that you’re proficient in offering support across various operating systems by listing those you’re familiar with, be it Windows, Linux, or macOS. Take this a step further in your work experience bullet points by showcasing any specialized troubleshooting you’ve done for these systems.
• Technical support often involves assisting end users, so showing your excellent customer service can help stand out. Describe instances where you went above and beyond to ensure customer satisfaction, and support your claims with your high client satisfaction metrics.
• Creating and maintaining high-quality technical documentation is a less exciting but crucial part of the job. Dive into the documentation you’ve maintained, making sure to highlight how it improved knowledge sharing and issue resolution within your team or company.

Absolutely! If you hold relevant certifications such as CompTIA A+, ITIL, or HDI, they’re always worthy of a mention. They’re rarely mandatory, but they help demonstrate your commitment to technology and customer support.

Demonstrate your ability to adapt to evolving industry trends and learn new technologies. For example, talk about how you studied VPN systems to support your company’s transition to remote work, boosting overall employee efficiency. 

Carefully study the job description for each role, making note of the skills it emphasizes. Include all the skills it mentions that you’re confident with, and then add any other tools, platforms, or toolkits that you’re well versed in while keeping it under 9 or 10 skills.

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How to write a tech support resume?

[ Click here to directly go to the complete tech support resume sample ]

Here is the latest 2021 guide on tech support resume to help you grab the opportunity of getting your dream tech job.

"When you stop chasing the wrong things, you give the right things a chance to catch you." -Lolly Daskal

Many people tend to miss out on a great career opportunity just because they fail to stand out as a suitable professional they really are.

Make the smart choice by creating a professional resume that highlights your core skills and communicates your true potential.

Before we begin, take a look at our technical support resume template to get an idea of what an ideal resume should look like:

• Softwares: TOPdesk, ServiceNow, Spiceworks, Jira Service Desk
• Operating Systems: MS Windows, Linux, MS Office
• Dispensed regular maintenance to existing hardware components and troubleshot systems & applications
• Rendered assistance to the 100+ in-house employees & 10+ clients on technology-related issues
• Solved 95% problems without the involvement of the IT head
• Replaced damaged/malfunctioned hardware & ordered new parts when necessary to improve productivity by 20%
• Generated reports on the status of all hardware & software in the company and maintained the IT inventory
• Conducted research & delivered cost analysis data when upgrading or purchasing new hardware, software or equipment
• Oversaw organization’s data and maintained, backed up and secured databases , and restored files with 100% accuracy
• Implemented & assisted 100+ in-house employees on the roll-out of new applications & operating systems
• Trained & onboarded 5+ junior tech support technicians on hardware & software components
• Set up profiles, emails, and issued access passes for ~30 new employees and assisted on password-related glitches
• Played a crucial role in running security checks & conducting electrical safety tests on 100+ systems
• Provided computer support to 50+ in-house employees, 10+ freelance workers, and 5+ clients
• Maintained & monitored the company's computer services (hardware & software) and equipment , which included,
• Troubleshooting to detect & solve technical problems, installing & updating the hardware and software
• Recommending computer products or equipment through market research to improve the company's productivity
• GPA: 4.0/5.0
• Microsoft Technology Associate (MTA) Certification | Microsoft | Feb '18

Here is a summary of our Tech Support Resume 2023 Blog:

• Make your resume stand out amongst any other applicant by labeling your resume header with your name. Doing this will make it easier for the recruiters to track your resume.
• Provide an accurate profile title that defines your professional status and level of expertise in your field of work.
• Avoid irrelevant personal information in your technical support resume unless explicitly asked for.
• Give an overview of your resume by highlighting your career achievements through a suitable resume summary or objective.

Start making the right choices and learn how to create a job-winning resume that can help you climb the ladder of your career.

By the end of this blog, you will learn:

• What to write in your technical support resume and how to write it professionally?
• How to describe and highlight your experience on a technical support engineer resume?
• How to write summary for an impeccable job-winning, ATS-targeted resume for technical support from scratch?
• How to write an objective for entry level technical support resume?
• How to effectively optimize your technical support skills resume and make them stand out.?

. . . All so you can get the job that you want!

Hiration's Online Resume Builder is the best resume builder to help you write a job-winning technical support resume for a hassle-free experience.

Our Online Resume Builder is a huge collection of awesome resume examples and a complete technical support resume template that will blow your mind!

Simply fill the details and your perfect resume is good to go.

Here is a list of all that you will learn about resume-writing in this blog:

What is a Tech Support Resume & why do you need it?

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While applying for a job you need to go through certain things that can help you communicate your professional skills to the recruiters. So the best means is through a well-framed resume that highlights your professional potential.

To pick the most suitable applicants, most recruiters make use of the ATS (Applicant Tracking System) as it can help them filter through hundreds and thousands of resumes at once.

Make sure to curate a technical support resume that is ATS friendly as it can get your IT support resume on the radar of the recruiters by ranking high on the ATS.

Simply use the keywords used by the recruiters in the job listing and raise your chances of being shortlisted by the recruiters for the targeted job.

Acquire more information about resume writing by going through Hiration's do's and dont's for your resume .

While you are here, get your existing resume professionally reviewed by Hiration’s Resume Review Service.

How to write your Tech Support Resume

The three stages of resume writing that can help you curate the perfect resume is discussed below:

• Stage 1: Master Tech Support Resume
• Stage 2: First Draft of Tech Support Resume
• Stage 3: Final Draft of Tech Support Resume

Master Tech Support Resume

Always start by drafting a master folder of your particulars and pieces of information that need to be highlighted in your technical support resume.

List down all the details of your work experience, educational qualifications, certifications, internship, etc. in a single folder.

Doing so can make it easier for framing your IT support resume as it would be easier to pick any required details from a single place instead of trying to gather scattered pieces of information.

This folder can be used for framing your current resume as well as for any future updates so make sure that you list down every point even if they may not be current,y required.

First Draft of Tech Support Resume

In the stage of resume writing, you need to compose the following sections:

• Personal Information
• Profile Title
• Professional Experience
• Certifications (if any)
• Awards & Recognition (if any)
• Additional Information (if any)

Final Draft of Tech Support Resume

In the final stage of writing your technical support engineer resume, you need to compose the following two sections:

Key Skills : Look through your work experience section and select the core skills that have been justified. Highlight the skills on a separate section under the heading "key skills". Frame this section as the last second step of resume writing.

Summary/Objective : Give an overview of your resume by composing a resume summary if you have more than 3 years of work experience. Compose a resume objective if you have no or fewer than 3 years of work experience. Compose this section as the last stage of resume writing.

Tech Support Resume Sections

There are distinct sections in a software technical support resume and every section highlights the specific aspect that can make the recruiters give you the required shortlist.

Given below are the traditional sections that you should include in a resume for tech support:

• Summary/Objective

The following sections are the optional section that can be framed to enhance the standard sections:

• Awards & Recognitions (if any)

To relish more about resume sections go to Hiration's 2023 Guide to sections in a resume .

Besides, you can use Hiration’s Online Resume Builder to curate an IT support resume that can help you land the job of your dreams.

Tech Support Resume: Professional Experience

Having professional experience can give you a higher chance of being shortlisted by the recruiters.

Make sure to highlight your work experience by implementing the following factors in your tech support engineer resume to communicate your professional potential to the recruiters:

STAR Format

• Frame Points

Bucketing & Bolding

STAR format helps you compose result-oriented sentences that describe your roles and responsibilities as a professional.

STAR stands for the following points:

• S stands for the situation /backdrop/conditions of your contributions.
• T stands for the actual** task** that was entrusted to you as a part of your job.
• A stands for the action and strategy you used to carry out the assigned task.
• R stands for the end result or aftermath of your action in the form of an achievement figure.

Framing Points

Compare the below given technical support resume examples, to understand the importance of framing points and learn how to implement them in your points:

Tech Support Resume Example 1

"Dispensed weekly maintenance for existing hardware components, conducted routine troubleshoot systems and applications. Actively rendered assistance to 50+ in-house employees and 5+ clients on any technology-related issues. Replaced damaged or malfunctioned hardware parts whenever necessary to improve productivity by 15%. Generated accurate reports for all hardware and software issues in the company and efficiently maintained the existing IT inventory. Conducted research and delivered cost analysis data when upgrading new software or hardware or any required equipment."

Tech Support Resume Example 2

Dispensed weekly maintenance for existing hardware components, troubleshot systems, and applications Rendered assistance to 50+ in-house employees and 5+ clients on technology-related issues Replaced damaged or malfunctioned hardware parts when necessary to improve 15% productivity Generated reports for all hardware/software issues in the company and maintained the IT inventory Conducted research & delivered cost analysis data when upgrading new software/hardware or equipment

Framing Points: Analysis

From the technical support resume examples, we can see that it is easier to read the points that have been framed (example 2) as compared to the paragraph (example 1).

Frame every point by using bullet points as it can make your statements clear to read and understand.

Try to avoid writing a lengthy paragraph to describe your work experience because it may fail to effectively communicate your professional experience.

Always stick to framing one-liners to write effective statements to describe your work experience.

Bucketing and bolding can help you curate your professional experience in the most effective manner.

Look at the below-given technical support resume examples, and learn how to apply bucketing and bolding in your IT support resume:

System & Application Troubleshooting Dispensed weekly maintenance for existing hardware components, troubleshot systems, and applications Rendered assistance to 50+ in-house employees and 5+ clients on technology-related issues Software & Hardware Maintenance Replaced damaged or malfunctioned hardware parts when necessary to improve 15% productivity Generated reports for all hardware/software issues in the company and maintained the IT inventory Conducted research & delivered cost analysis data when upgrading new software/hardware or equipment

Bucketing & Bolding: Analysis

Both the technical support resume examples are narrating the same points but using bucketing and bolding (example 2) in your points is more effective as compared to framing points alone (example 1).

Simply generate unique headings and list down all the similar points under the fitting buckets. After that, bold the highlight of your career in every one-liner.

Doing so can make it easier for you to organize your one-liners while also making it easier for the recruiters to read and comprehend your points.

To learn more about this segment and how to perfect it, read Hiration's Blog on how to compose the work experience in your resume .

Here is a tech support resume sample showcasing what an ideal professional experience section looks like:

Tech Support Resume: Key Skills

The key skills section can make you rank high on the ATS while effectively help in making the recruiters recognize your professional skills.

Go through your professional experience section and pick all your core skills and highlight them in the key skills section.

Try to use keywords that have been used by the recruiters in the job listing as it can help you rank high on the ATS which can take you a step closer to your dream job.

Always remember that every skill you mention should be justified in your work statements.

Read Hiration's Guide: Skills to put on a resume to get a better perception of how to efficiently curate this section.

The below-given tech support resume sample is showcasing what an ideal key skills section looks like in a resume for tech support:

Tech Support Resume Summary

Since the recruiter does not have the luxury of time to go through each and every resume in detail, an overview of your technical support resume should be provided.

Follow the below-given guidelines to write a suitable technical support resume summary:

• Write your summary at the end which makes it easy to decide what to put in your resume summary.
• Collect the highlights of your career from the work experience segment.
• Try to include the keywords that the recruiter has used in the job listing
• Do not write a technical support resume summary that exceeds 4 lines.
• Write a resume summary if you have work experience of over 3 years.

Read Hiration's 2023 Resume Summary Guide to learn how to write an impactful summary for resumes.

Attached below is a tech support resume sample showcasing the ideal technical support resume summary:

In the meanwhile, make resume-writing an easy affair with Hiration's Online Resume Builder now!

Tech Support Resume Objective

You should write a technical support resume objective if you belong to any of the below-given categories:

• you have zero work experience.
• you have very less work experience of fewer than 3 years.
• you are a fresh graduate writing an entry-level resume.

Avoid listing down all that you are expecting, instead, disclose the value you can deliver in your next organization.

The role of your technical support resume objective is to sell your skills as a professional and to convince the recruiter that you are what they're looking for.

Read Hiration's Guide on Resume Objectives to learn the art of framing an impeccable technical support resume objective.

Tech Support Resume: Header

The header of your IT support resume can help the recruiters keep an easy track of your resume so make sure to follow the given points to frame the perfect header:

• This ought to be written in the top part of your resume.
• The header of your resume should be noted in the largest font size.
• This should be listed in 16-20 font size .
• Leave a single space between your first name and last name.
• If you have a middle name add the initial of your middle name followed by a period and place it between your first and last name.
• Example: Seth Angelo Godin should be written as Seth A. Godin.

Read Hiration’s Guide on Resume Header to learn the art of framing the perfect header for your technical support resume.

Given below is a snapshot of a technical support resume template showcasing an ideal header:

Tech Support Resume: Personal Information

Here is what an ideal personal information section should contain:

Contact Number

Email Address

Current Location

Hiration Protip : Depending on the country you're targeting, go through the resume requirements around personal information, and update it accordingly.

You need to provide your contact number in your technical support engineer resume for the recruiters to get in touch with you or they may even want to interview you over the phone.

The correct way for noting down your mobile number is documented below:

• Use your country’s ISD code as a prefix before your phone number
• Put a plus sign (+) before the ISD code
• Eg: +1 (642) 215 9211

Another convenient means of communication is through email and you need to make sure that you provide only the official email address that has your real name.

Example: [email protected] or [email protected]

Strictly avoid giving out email addresses that have fancy names because the recruiters may consider you as unprofessional.

Example: [email protected] or [email protected]

Avoid mentioning unnecessary details like your house number, street number, and your locality name.

If you are considering a job in your own country, simply write the city and state of your residence. But in case you are looking for a job in some other country, just mention your city and country of residence.

Read Hiration's 2023 Guide to composing your contact information to get a better sense of this section.

To perceive what an ideal personal information section should ideally look like, take a look at the resume sample below:

Use our Online Resume Builder to put together a perfectly fashioned technical support advisor resume.

Tech Support Resume: Profile Title

Profile titles are the testimonial of the level of your professional status in a technical support resume.

It conveys the following facts to the recruiter.

• Your current designation.
• Your functional industry.
• Your level of seniority in your line of work.

Write it in the second-largest text in your IT support resume after your resume header ideally in the range of 14-16 font size.

Exaggerating your profile title will pass off as lying in your tech support engineer resume so make sure that you provide only the accurate profile title.

Look at our technical support resume sample to get a better insight of how an ideal profile title is framed:

In the meanwhile, make use of our AI-powered Resume Review Service to get an in-depth and analysis of your technical support engineer resume within minutes of uploading it on our tool!

Tech Support Resume: Education

The education section of your technical support resume should ideally consist of the details of the following:

• School/university you have attended.
• Courses you have pursued.
• Location of your school/university.
• Enrollment and graduation dates in the month & year format.

Refer to Hiration's Guide on Education Section to read a detailed guide on how to correctly curate the education section.

Here is a technical support resume sample showcasing the ideal education section for your tech support engineer resume:

Tech Support Resume: Certifications

To be a certified professional can give you better chances of being shortlisted as a suitable applicant for the targeted job profile.

The certification segment of your technical support resume presents the following details:

• Certification course name.
• Institute of affiliation.
• Location of the institute of affiliation.
• Enrollment and completion date of the course in the month & year format.

Read Hiration's Guide on the certifications section to get a better understanding of this section.

Refer to the technical support resume sample demonstrating the ideal certifications section for your resume:

In the meanwhile, take your future into your hands by giving yourself the best shot at getting shortlisted by composing your resume with our professionally designed Online Resume Builder .

Resume Review & Free Resume Templates

Get your resume professionally reviewed by our resume experts at Hiration.

Your resume will be reviewed with the below-given parameters:

• Conversion Scope
• Compliance with industry norms
• Content Relevance
• Global Compatibility
• Performance Assessment
• Recruiter Friendliness
• Design Compatibility
• ATS Compliance
• Resume Formatting (font, margins, the order of sections, etc.)

You will be provided with 2 resume templates for free with our Resume Review Service!!

Online Resume Builder for your Tech Support Resume

Here is a list of the resources that come with our Online Resume Builder:

• A sharable link
• Option to save unlimited resumes
• 25+ resume designs
• Unlimited PDF downloads
• 100+ resume templates
• 1-click design change
• Live resume editor
• Full rich-text editor

Be our guest and to go to our Online Resume Builder and make use of the pre-filled templates and replace them with your details as per your requirement.

Key Takeaways

• Always write your name as the header of your resume to make it easy for the recruiters to track your resume.
• Provide your contact details only as per the requirements of the hiring guidelines and avoid unnecessary mentioning of personal details.
• Use bullet points to frame every one-liner to describe your work experience.
• Create buckets to list down all the similar points in your resume and bold the highlight of your career.
• Use the keywords mentioned in the job listing by the recruiters to rank high on the ATS.
• Give only the accurate profile title to assure the recruiters about the level of your professional status.

Now that we have reached the end of this blog, make use of all the technical support resume examples and tips that we have listed in this blog as it can help you in writing a great resume.

Browse our resume writing blog to uncover more resume help guides for different profiles in different industries.

Go to Hiration resume builder and create a professional resume for yourself. Additionally, reach out to us at [email protected] and you can get 24/7 professional assistance with all your job & career-related queries.

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• Technical Support Specialist Resume Example

Resume Examples

• Common Tasks & Responsibilities
• Top Hard & Soft Skills
• Action Verbs & Keywords
• Resume FAQs
• Similar Resumes

Common Responsibilities Listed on Technical Support Specialist Resumes:

• Diagnosing and resolving technical issues related to computer hardware, software, network systems, and peripherals both remotely and in person.
• Installing, configuring, and updating software applications, operating systems, and hardware devices.
• Providing end-user support and training for new technologies and systems.
• Creating and maintaining comprehensive documentation of IT procedures, system configurations, and troubleshooting guides.
• Monitoring and maintaining computer systems and networks to ensure they function efficiently and securely.
• Responding to IT service tickets and prioritizing issues based on severity and impact on business operations.
• Collaborating with other IT staff to manage large-scale IT projects and rollouts.
• Setting up user accounts, permissions, and passwords to ensure network security and access control.
• Conducting regular system backups and recovery procedures to prevent data loss.
• Assisting with the procurement of IT equipment and software, including performing cost-benefit analysis and vendor negotiations.
• Participating in the development and implementation of IT policies and best practice guides for the organization.
• Staying current with technological developments and trends to advise on potential improvements to IT infrastructure.

Speed up your resume creation process with the AI-Powered Resume Builder . Generate tailored achievements in seconds for every role you apply to.

Technical Support Specialist Resume Example:

• IT support strategy development
• Ticketing system implementation and management
• Security protocols and training
• Technical workshop development and instruction
• Operating system migration management
• IT procurement and cost optimization
• Data backup and recovery solutions
• Technical issue analysis and resolution
• IT documentation and best practices creation
• Remote support tools and protocols
• Project management
• Customer service and user satisfaction improvement
• Technical training and staff development
• System performance monitoring and optimization
• Business continuity planning

Top Skills & Keywords for Technical Support Specialist Resumes:

Hard skills.

• Troubleshooting and Problem Solving
• Hardware and Software Installation
• Network Configuration and Troubleshooting
• Operating Systems (Windows, macOS, Linux)
• Remote Desktop Support
• Customer Service and Communication
• Knowledge Base Management
• Ticketing Systems (e.g. JIRA, Zendesk)
• Scripting and Automation
• Virtualization Technologies (e.g. VMware, Hyper-V)
• Security and Data Protection
• Mobile Device Support

Soft Skills

• Communication and Interpersonal Skills
• Problem Solving and Troubleshooting
• Customer Service and Relationship Management
• Attention to Detail and Accuracy
• Patience and Empathy
• Adaptability and Flexibility
• Time Management and Prioritization
• Technical Knowledge and Expertise
• Collaboration and Teamwork
• Analytical Thinking and Data Analysis
• Conflict Resolution and Negotiation
• Continuous Learning and Self-Development

Resume Action Verbs for Technical Support Specialists:

• Troubleshot
• Implemented
• Collaborated
• Investigated
• Coordinated

Generate Your Resume Summary

Resume FAQs for Technical Support Specialists:

How long should i make my technical support specialist resume, what is the best way to format a technical support specialist resume, which keywords are important to highlight in a technical support specialist resume, how should i write my resume if i have no experience as a technical support specialist, compare your technical support specialist resume to a job description:.

• Identify opportunities to further tailor your resume to the Technical Support Specialist job
• Improve your keyword usage to align your experience and skills with the position
• Uncover and address potential gaps in your resume that may be important to the hiring manager

Complete the steps below to generate your free resume analysis.

Related Resumes for Technical Support Specialists:

It support specialist, it support analyst, it support manager, desktop support specialist, desktop support engineer, support engineer, technical support engineer, it service manager.

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IT Technical Support Resume Samples

The guide to resume tailoring.

Guide the recruiter to the conclusion that you are the best candidate for the it technical support job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

Craft your perfect resume by picking job responsibilities written by professional recruiters

Pick from the thousands of curated job responsibilities used by the leading companies, tailor your resume & cover letter with wording that best fits for each job you apply.

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• Engineering process knowledge a plus
• Document actions and resolutions within helpdesk ticket
• Maintain effective communication with company leaders, resort leaders, resort cast members, technical support teams, vendors, manufacturers and service providers
• Identifies, investigates and researches user questions and problems as well as recognizing, researching, isolating and resolving problems
• Detail orientation, technical details, following established processes and assisting with the development of new or changes to support processes
• Respond to incoming tickets using the helpdesk dashboard, email or phone. In many cases, phone support and verbal communication will be necessary
• Provide ongoing support and communication to other staff members, promoting an empowered, multi-disciplinary team environment
• Providing daily assistance for Head Office and Warehouse for PC builds and software support
• Provide support to the service desk team on network and infrastructure issues
• Provides technical support to internal employees for all BCD Travel provided software
• Assist with the build, delivery and support of the desktop, mobile, infrastructure and application management that underpins the group technology estate
• Develop, test and maintain documented systems procedures/work instructions – train end users
• Identity and access management for all existing and new practitioners
• Time Management
• Working between the hours of 08:00 – 18:00 Monday to Friday with the potential to provide some out of hours support to the Central Service Desk
• To provide Service Request and IMAC (Install, Move, Add and Change) services for requests logged in ServiceNow
• To provide effective communication for all types of incident and request ensuring that the users are kept informed of progress at all times
• To act as the on-site contact for all IT related incidents logged in ServiceNow, delivering high quality support across all key applications, networks and desktops/laptops
• Participates in maintaining licensing information for all corporate desktop applications and operating systems using established process
• To be proactive in the avoidance of repetitive incidents through publishing “how to’s” and “tips” to users on a regular basis and ensuring that the knowledge base in ServiceNow is kept up to date at all times
• Resolves guest complaints within scope of authority; otherwise refers the matter to management. Notifies supervisor and/or Security of all unusual events, circumstances, missing items, or alleged theft
• Ability to follow-through and react quickly to situations
• Ability to diagnose networks, computers, copiers, and phone systems remotely in an efficient and professional manner
• Comfortable working on your own or part of a team
• Expert knowledge in the following areas is
• Ability to disconnect all network devices and phone system, transport them and reinstall them at new locations during office relocations
• Ability to troubleshoot network and voice cabling
• Ability to climb ladders and maneuver in attics and/or crawl spaces when necessary
• Ability to install preconfigured PBX phone systems
• Experience in Structured Cable installation for both Voice and Data

15 IT Technical Support resume templates

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• Proactively address concerns and issues of technology used by office staff
• Ability to provide support for business based tools such as instant messaging, cloud file sharing, internet, Windows, mobile devices, laptops/desktops, Apple products, in room Video Teleconferencing etc
• Respond quickly to technology outages affecting employees to restore service as quickly as possible. Work in partnership with the Desktop Support area, understand the established technology guidelines and available support processes as appropriate
• Provide feedback based on employee input and usage; propose solutions based on needs and emerging technology. Strong understanding & ability to offer solutions of the newest versions, platforms, operating systems and upgrades
• Communicate and collaborate with other Discovery teams to resolve IT issues. Escalate issues, outages, and needs to appropriate team in a timely fashion
• Updates workstations / laptops and operation systems as needed
• Conduct training sessions to educate employees on new technology applications and systems within Discovery
• Problem solve quickly and professionally under pressure situations dealing with all aspects of IT

IT Technical Support Lead Resume Examples & Samples

• Client relationship - senior management coverage
• Build and maintain the relationship with Senior business managers in Malaysia
• Work with regional Infrastructure management in Singapore to set standards,
• Bachelor's Degree (or equivalent)
• Over 7-10 years of experience in global IT investment banking
• Strong management experience in global matrix organization
• Strong business knowledge of Capital Markets
• Strong function knowledge and applications experience in equity trading and

IT Technical Support Analyst Lat Am Garmin Brazil Resume Examples & Samples

• Provide end-user support for Garmin's computer systems located in LatAm offices
• Perform all aspects of desktop support including installation and configuration of computers, hardware problem diagnosis and repair, application installation, and assist with network connectivity troubleshooting
• Record all contacts, troubleshooting steps, and resolutions into the IT Service Desk Management tool
• Install and maintain desktop technologies (Desktops, Laptops, Phones, Monitors, Printers, etc)
• Assist in person, or remotely, in the resolution of support issues among company sites to ensure timely distribution of knowledge and positive impact on user satisfaction
• Maintain printing systems and assist with network printer system maintenance
• Research, resolve, and respond to questions received via telephone calls, e-mail, walk-ups, and callbacks in a timely manner, in accordance with current procedures
• Acquire and maintain current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers
• Monitor conference room performance and maintenance schedule

IT Technical Support Resume Examples & Samples

• Assist and/or support all resort communication technologies which include but are not limited to two-way radios, mobile phones, cast phones, guest phones, pagers, PDAs, tablets, lobby display boards, convention display boards, WIFI, IPTV, etc. Assist and/or support all resort Point of Sale systems which include but are not limited to NCR terminals, receipt printers, shipping printers, cash drawers, bump screens, bump control, bump panels, scanners, KDAs, PDAs, etc
• Assist and/or support all call groups and call routing processes. Maintain the resort's master directories for all phones, radios, mobile phones, resort extensions, call class capabilities and emergency resource locators. Coordinate and accurately record changes to names, titles, numbers, extensions, locations, device types, etc
• Utilize call accounting application to generate call accounting reports and billing statements for special events and/or groups. Perform technology room inspections for designated VIP rooms. Verify proper functionality and appearance of guest room technologies which include phones, room TVs, mirror TVs, cable modems, set top boxes, TV remotes, remote sensors, jack pack connections, blu-ray players, stereo entertainment systems, photopass, WIFI connections, Ethernet connections and Lutron
• Perform troubleshooting and triage methods to identify issues with all resort technologies. Repair and/or replace items within responsibility. Appropriately escalate issues to their respective support teams and/or vendors. Align all respective teams to drive efforts, gain results and resolve issues
• Assist the IT manager with resort technical support requests, developing proper guidelines, inventory reporting, providing site and facility access to internal and external partners and all other duties assigned by the IT manager
• Complete all required trainings, development connection and performance connection opportunities on or by their respective due dates. Attend mandatory and optional (when applicable) meetings, trainings, stand-ups, functions and gatherings
• 1 to less than 3 years related experience
• Must be able to work with little to no supervision and make sound decisions
• Demonstrated ability to escalate high level decisions to appropriate leadership
• Knowledge in multiple systems, applications and hardware
• Knowledge of application, networking and hardware triage
• Must be able to work in confined spaces, behind and/or under furniture or equipment. Must be able to work both indoors and outdoors
• Must be able lift and carry up to 50 lbs
• Must be able to appropriately use ladders up to 12 ft in height
• Must be able to stand for long periods of time or walk to distant locations and traverse up and down stairways
• Available to work various hours, extended hours, overnight, weekdays, weekends and holidays
• Participate in overnight or extended work hours
• 2 year college degree or equivalent

IT Technical Support Specialist Resume Examples & Samples

• Technical support covering the installation, configuration, and administration for the various web server applications currently utilized by TradeThru including; Tomcat, WebLogic, IBM WebSphere, and JBoss (WildFly)
• Support responsibilities cover SS&C development environments, SS&C hosted production environments, as well as client hosted production and QA environments
• Be responsible for managing upgrade rollouts for the various webserver applications
• Assist UNIX administration in the development and maintenance of kshell application scripts and tools
• Technical support experience with at least two of the following web server applications; Tomcat, WebLogic, IBM WebSphere, JBoss (WildFly)
• Experience with kshell scripting
• Strong desire to learn concepts and develop skills across other software packages including IBM MQ messaging middleware and Oracle RDBMS
• B.S in computer science or a related discipline
• A minimum of 5 years of experience supporting mission critical applications
• Ability to succeed within a fast paced environment
• Self-starter that can work with a minimum of supervision
• Strong written and verbal communication skills with the ability to clearly articulate opinions and ideas
• Excellent analytical, reasoning and problem-solving abilities
• Capacity to meet deadlines and to work under pressure in a team environment
• Occasional travel, with some travel occurring outside the United States, generally not lasting more than 1 week at a time

It-wm IT, Technical Support Analyst Resume Examples & Samples

• To provide technical support and service delivery to the WM Japan
• To oversee the technical implementation of projects to ensure high quality of final deliverables including system documentation
• To work with application developers to ensure that all software released is robust, secure and operates with integrity
• To problem solve, trouble shoot and perform regular system monitoring and maintenance
• To enhance and improve existing systems and processes to provide a better level of service to our business users
• To support the Change The Bank teams in setting up UAT environments and implementing application releases
• To establish strong working relationships with technical teams across the bank, especially UNIX, Wintel and Database Services
• To assist with release management and application version control
• To assist with system queries and issues relating to integrity of application data
• To participate in overnight and weekend on-call support on a rostered basis
• Should be conversant in Japanese
• 4-6 years of technical experience managing and supporting business users
• Hands on technical skills in UNIX (scripting, Perl), RDBMS (Oracle & SQL Server) and batch scheduling tools
• Strong SQL skills in Oracle and/or MS SQL Server environments
• Experience in the software development life cycle (SDLC)
• Experience of supporting complex business applications, preferably in the financial/banking industry
• Ability to promote and deliver process improvement
• An understanding of the need for strong IT risk management controls
• Possess strong verbal and written communication skills and a belief in the use of usable documentation
• Strong customer focus with understanding of the importance of meeting SLA targets
• Proven team player with strong relationship building skills across other technical teams
• Reliable and extremely well organised to effectively manage a constantly varying workload
• Takes ownership of issues on behalf of WMIT until the desired result is achieved
• Possesses the determination, effort and enthusiasm to deliver results. Is energetic, originates action and keeps things moving
• The ability to multi-task and prioritise issues from a number of different areas of the business
• Provide excellent customer service and advanced technical support to field, home office and management staff
• Troubleshoot and resolve hardware and software issues with router, modem, computer, phone, printer, fax, scanning, and audio / video systems
• Troubleshoot and resolve connectivity issues with cable, DSL, fiber, and cellular data circuits
• Assist field technicians with new branch installs, branch office moves, and MAC activities
• Follow proper escalation procedures to ensure maintenance issues and MAC activities are completed in a timely manner
• Provide a detailed record of troubleshooting and resolution of issues
• Develop and maintain high-level technical knowledge of our hardware, systems and procedures
• Create and revise technical documentation used by support specialists and field technicians
• Handle multiple tasks and high call volumes
• Two to five years of prior job-related experience
• Excellent communication, customer service, technical, and troubleshooting skills
• Experience with incident tracking software, and the Microsoft Office Suite
• Basic understanding of networking concepts
• Full Service desk support to include
• On-site and remote for technical support for all users
• Configure, troubleshoot and provide hardware and software support for firm laptop and desktop computers, printers, and peripherals
• Ensure optimization and performance of the hardware and local infrastructure
• Support ticket management using Helpdesk software
• Maintain current inventory records as part of the asset management program
• Participate in planned maintenance activities which occur outside office hours
• Contribute to, produce and maintain processes, procedures, operational and architectural documentation, that meet Deloitte IT Standards
• Assist in training staff in technical processes and procedures
• Be available on-call for technical issues that occur outside of office hours
• Professional Qualifications such as Microsoft Certified IT Professional, Microsoft Certified Technology Associate or CISCO Certification
• A first degree in Computer Science with emphasis on Networking and Information Systems although not required would be considered an asset
• A minimum of 1-3 years hands-on experience technology helpdesk and support in a similar sized corporate environment including hardware, infrastructure and software support
• Key exposure to and knowledge of Microsoft and CISCO Networks
• Exposure to all Microsoft Office productivity apps
• 1-2 years Windows Server 2008R2, 2012, 2012 R2 experience required
• Additionally, a working knowledge with the following would be considered an asset
• Excellent Oral & written communication skills
• Focus on Customer Services
• Proficiency in English both spoken and written
• Effective time management skills as well as the ability to multitask and prioritise work load
• Accountability and honesty
• Identifies researches and resolves technical concerns with employee desktop and laptop hardware
• Responds to trouble cases, telephone calls, emails and other requests in a timely manner
• Documents, tracks, monitors and assigns incidents for resolution
• Documents, tracks and fulfill service requests
• Must be able to come to work promptly and regularly
• Must be able to handle other tasks as assigned
• Assumes and performs other duties and responsibilities not specially outlined herein, but which are logically and properly inherent to the position
• Work independently in the absence of supervision
• Assumes and performs other duties and responsibilities not specifically outlined herein, as requested
• Exceptional Customer Service Skills
• Detailed Oriented
• Intuitive Problem Solving
• Professional Demeanor

IT Technical Support Lead Supervisor Resume Examples & Samples

• Experience designing a capability protecting compartmented artifacts from unauthorized access
• Experience managing large group (over 200) of users with mulitple levels of access
• TS/SCI with Poly required
• One additional year of experience maintaining and modifying operating systems for multipurpose, multi tasking computers may be substituted for the required education
• Experience operating multipurpose, multi tasking computer systems; or scheduling, controlling input and output or maintaining a tape library to process data on multipurpose, multi tasking computer systems; or converting data from project specifications by developing program code using third generation or other generally accepted computer programming languages; or designing, developing and maintaining communications networks may be substituted for high school on a year for year basis
• Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer in the Computer Systems Operations classifications or Computer Systems Operations specialty codes in the Information Technology field of work on a year-for-year basis for the required experience and education
• For education obtained outside of the U.S., you will be required to provide proof of the equivalent American education as determined by a foreign credential evaluation service. If you possess a degree obtained outside of the United States, please submit a detailed, course-by-course evaluation report from one of the U.S. equivalency evaluating members identified at http://www.naces.org/members.htm
• 6 months of JCL problem determination, analysis and corrective procedures for production problems in a large mainframe environment is required
• Experience with JCL, TSO, implementing and maintaining programs using COBOL, Assembler, REXX or other generally accepted computer programming languages
• System maintenance experience with installation and configuration on an MVS Operating System using IBM’s SMP/E software
• Experience with storage management software products such as IBM’s SMS products and tape management systems such as Computer Associates product CA-1
• First and Last Name
• Provide assistance to internal customers on software and hardware issues and questions
• Configure and maintain hardware including PC, notebooks, printers, etc
• Provide training and documentation for Allied Universal Security Services standard and custom applications
• Assist with various projects and support as assigned
• Maintain network security, User account creation/administration
• Assist network operations in maintaining network connectivity
• Remain flexible in work schedule to work various shifts if needed (Hours of operation 8:00 AM- 8:00 PM) on call required
• Operating systems (Windows 2007/2008/2010)
• Familiarity with data communications equipment and software
• Microsoft Office Suite (Word, Excel, PowerPoint, Access, Outlook)
• Custom Applications (ERP,CRM)
• Previous Support Desk experience preferred
• Must have automobile. Occasional travel is required
• Ability to lift and carry computer equipment to 45 lbs
• Comp TIA A+, MCP, MCSE, MCSA, MOS (Microsoft Office Specialist), HDI certifications are preferred

IT Technical Support Internship Resume Examples & Samples

• Analyze data integrity using Corporate Inventory tool, and on-site equipment survey
• Participates in daily user support tasks
• Collaborate in special events involving the IT team

IT Technical Support Assistant Resume Examples & Samples

• Installs, configures and maintains computer equipment, peripherals and software for the user community
• Acts as point of contact with vendors to resolve technical problems with desktop computing equipment and software; arranges schedules and appointments to facilitate resolution
• Responds to, updates and closes user generated tickets; partners with Help Desk and Systems Operations staff as appropriate to determine and resolve problems received from end users; documents all help-desk activity in SysAid
• Ensures desktop computers interconnect seamlessly with diverse systems including file servers, email servers, video conferencing systems, application servers and administrative systems
• Performs classroom AV set-up, configuration and dismantle
• Orients new employees to use hardware and software in accordance with department processes; performs off-boarding deactivation as necessary for departing employees
• Identifies, recommend and/or performs system/software upgrades as necessary. Assesses needs to determine necessity for hardware and software purchases; Initiates purchase orders and obtains approvals in accordance with University guidelines
• Updates and maintains flow charts and word documents to document IT department policies and processes
• Manages computer equipment inventory
• Keeps abreast of state-of-the art developments through attendance at professional meetings and seminars and literature
• Undergraduate Degree (Preferably in CIS, CS, IS or other computing area) or equivalent experience
• Minimum of 1-2 years’ experience in IT support environment
• Experience with Windows Server and Active Directory
• Experience with Office 365 preferred
• Experience with Microsoft SharePoint administration preferred
• Advanced understanding of Microsoft product suite
• Ability and willingness to work evenings and weekends

IT Technical Support Engineer Resume Examples & Samples

• Monitors the MGM Detroit Help Desk queues and works cooperatively with the Corporate IT department, Systems Engineers, Operations Analysts, Systems Technicians and vendors to facilitate correction of incidents and problems
• Monitors Backups and other batch jobs
• Answers inquiries in person and via telephone, e-mail, and voice mail concerning the use of computer hardware and software
• Updates the shift report on a daily basis to include required information updates and to reflect significant activities that occurred during the shift
• Performs preventive maintenance on PCs, printers, and other hardware. Installs service releases and performs routine maintenance on desktop applications
• Ensures virus protection is working on all PCs/Servers that are implemented or changed
• 21 years of age or older
• High school diploma or equivalent. Bachelor’s degree in computer science or related field preferred
• Three-years experience in installing and troubleshooting Windows Operating Systems, Desktop Hardware, and Microsoft Products. MSCE and certification (Cisco, A+) preferred
• Experience with Microsoft Mail/Exchange clients, servers, printers, and trouble ticketing required
• Experience using remote control to resolve client issues; internet to resolve technical issues; and engineering automation tolls (Altiris, Ghost, scripts)
• Experience installing server related hardware (tape drives, memory, hard drives, networking, evaluating performance issues on workstations and servers, and training personnel on different types of equipment. Experience with installing and upgrading PC hardware and PC software/operating systems
• Working knowledge of LAN connections, networking, protocols, host emulation software and skilled in preparing documentation

IT Technical Support Internship, Winter Resume Examples & Samples

• Provide technical support to IT related activities and issues for the Central US
• Maintain employee’s work stations and laptops
• Work on IT projects as assigned
• Minimum cumulative GPA 3.3 or higher
• Advance knowledge and experience with Excel, Word, PowerPoint functions, and SQL
• Technical experience with computer hardware and software support in a Microsoft Windows environment
• Must have hardware and technical proficiency with networking equipment, servers, computers, printers and other peripherals
• Combination of education and experience is acceptable
• Experience in regulated industry is preferred (e.g. FDA, ISO, Automotive, or Aerospace)

Cctv IT Technical Support Specialist Resume Examples & Samples

• Analysing, documenting and communicating to internal/external partners to meet client/partner technical expectations and ensure customer satisfaction
• Developing and maintaining strong working relationships with Service Readiness, Support Engineers, Product Groups & other technical resources
• Maintaining a high level of customer satisfaction through in-depth knowledge of customer's organization, mutually trusting relationship and account dedication
• Identifying potential network issues, including firewalls, proxies, constrained WAN bandwidth and latency, LDAP, etc
• Querying databases to analyse, report on historical data
• Providing Linux system administration
• Providing support for Windows servers/clients
• Using HTML and JavaScript knowledge to troubleshoot IE issues with clients
• Hands on set up and testing of CCTV hardware/software and networking equipment in a Lab environment
• Previous experience in CCTV industry and IT networking
• Bachelor’s degree or qualifications in IT, Electronics or related discipline with five or more years’ experience in video networking, CCNA and Windows administration qualifications are highly desired
• Knowledge of the principles and methods to identify, analyse, specify, design, and manage functional and infrastructure requirements; includes translating functional requirements into technical requirements used for logical design or presenting alternative technologies or approaches
• Willing and able to travel a minimum of 15%
• Work effectively in a global matrix organisation - influence, convince, collaborate and achieve results

It-technical Support Engineer Resume Examples & Samples

• To provide first and second level technical support to telephone and email requests from users for all PC hardware, software and associated peripherals
• To log support calls and document their outcome to facilitate the resolution of common queries
• To redirect or escalate support requests as appropriate to outsourced partners within IPG and third parties
• Pro-actively provide information to users on the progress of outstanding support calls
• To contribute to ensuring that the Helpdesk systems and software are kept up to date and messages are passed on and feedback received promptly
• To deploy PCs and associated peripherals including new installations and the redeployment of existing equipment
• To install and configure operating systems to agreed standards under the direction of the Technical Support Team Leader
• To setup new starters from AD user creation to ensuring all IT equipment is in place for user
• To maintain the existing PCs and peripherals to standards determined by the Technical Support Team Leader, by performing upgrades, new installations and carrying out routine procedures
• To assist in the compilation and maintenance of an accurate inventory of hardware and software
• To assist in the compilation of the Support team’s technical documentation, guidelines and procedures and ensure they are disseminated to users
• To liaise with colleagues in all Support and Technical Development teams within IPG to ensure continuity of service for all users
• To provide at all times a professional, courteous and rapid response to individual users
• To undertake such projects of a level commensurate with the responsibility of the post directed by the Technical Support Team Leader. These could include Physical to Virtual Server conversions, Server Operating System upgrades, 400 user deployment of Virtual Desktop Infrastructure and Mac Casper deployments
• To undertake such other work as may be assigned which is consistent with the nature of the job and its level of responsibility
• Experience of using helpdesk ticketing solutions
• Experience of working with a large, corporate Active Directory structure
• Microsoft Windows Operating Systems (desktop and server platforms – Windows 7/8/10 and Server 2012)
• Basic Networking protocols (TCP/IP), networking infrastructure, DHCP, DNS, PXEboot
• Virtualisation solutions (VMware Workstation/ESX)
• Mac OS experience including binding to Active Directory and basic troubleshooting
• Operating System Deployment (OSD) and/or PC imaging ideally with Windows Deployment Server. We particularly like people who strive to improve themselves so candidates who also hold any of the following qualifications would be preferred but these are not essential
• Microsoft certifications (eg MCP, MCSA, MCSE or MCDBA)
• VMware certification (VCP)
• CompTIA Network+ certification
• Perform routine tasks as they concern the overall operation of the helpdesk and support of employees, which includes but is not limited to
• Perform account administration for Laureate users
• Monitor assigned and open tickets to seek fast resolutions
• Document, execute, and resolve the customer's issues based upon current service response and resolution times. (Service Level Agreements)
• Accurately escalate tickets by assigning to appropriate groups and following associated protocol
• Use all available resources to resolve each reported problem within the current Service Level Agreement
• Support applications such as, but not limited to, Microsoft Office products, Windows operating systems, Mac operating system, low-level network issues and other in-house applications as required
• Perform application administration in support of New Hires, Terminations and associated Laureate security guidelines
• Communicate System Outages and Planned Maintenance to appropriate user groups
• Perform workstation support functions related to the technical support of the employees and authorized users of the network and resources. Includes workstation configuration and installation and system update maintenance
• May require alternative schedules and/or shift work
• Communication skills (oral and written)
• Educational level is usually achieved through a secondary education or a degree in a business school, trade school or an associate degree or equivalent experience
• The typical incumbent in this position should be able to
• Read instructions, policies, and directions and to understand more complicated thoughts communicated in writing
• This position requires a degree in Information Technology or equivalent technical training and certifications and 1 year of demonstrated employment experience in a related industry
• Be involved in projects and rollout programs for new technical implementations
• Assisting with new server builds, Physical / Virtual, Modifications – Memory, CPU, HDD allocation
• Provide support for Microsoft server technologies including: Active Directory, Exchange, Remote Desktop Services, Hyper V
• Day to day file restores, Server restore testing using - Syncsort, Netapp, VMware, Backup exec and Veeam
• Provide first level technical assistance and support for incoming helpdesk tickets
• Resolve incoming tickets in a timely manner
• If onsite assistance is needed, assign ticket to local support personnel and communicate with end users and support representative throughout the ticket lifecycle
• Resolve end user issues as they pertain to both hardware and software
• Ask questions to determine nature of problem to assist with troubleshooting
• Follow-up with end users to ensure issue has been completely resolved
• Track, route and redirect issues to correct resources for resolution
• Manage all incoming tickets until resolution has been confirmed
• Follow all SOPs and Policies as they pertain to domain architecture when resolving issues. Issues must be resolved in compliance with already established SOPs
• Must be flexible in dealing with changing priorities
• Can ensure confidentiality, take initiative and exercise considerable judgment
• Team oriented and flexible
• Can answer questions in a professional and friendly manner
• Be organized and able to prioritize workflow and meet deadlines
• Can read, analyze, and interpret general business periodicals, professional journals and technical procedures
• Ability to understand SOPs, business correspondence, and procedure manuals
• Effectively present information and respond to questions from groups of managers and general end users
• Ability to work in both a team and/or individual environment
• Provide proper recording, documentation and closure for all tickets that enter the helpdesk system
• Can preserve and grow your knowledge of helpdesk procedures and services
• 3-5 years of progressive information technology experience
• Bachelors degree in Information Technology or related discipline preferred
• Experience coordinating and supporting IT business processes
• Associate Degree in Computer Science, Information Technology or related field
• IT certifications such as A+, Network+, and MCSE are highly encouraged
• 1-3 years experience in a multi-site 200+ user environment
• Hands on –support with Microsoft operating systems and desktop software
• Extensive knowledge of Microsoft Windows Operating Systems and common end user applications such as Microsoft Office, Internet Explorer, Adobe Acrobat
• Experience supporting IT hardware including Dell desktop/laptop computers, laser printers, cellular/smartphones, tablet PC’s
• A basic understanding of LAN/WAN operations and its impact on the desktop environment
• Ability to diagnose and research the root cause of a reported issue to either resolve the problem or engage other support resources
• Ability to effectively prioritize time and manage multiple tasks simultaneously
• Strong interpersonal, written, and oral communication skills
• Strong focus on providing exceptional customer service to all levels of employees
• Experience working in a team-orientated environment

Specialist IT Technical Support Resume Examples & Samples

• Perform all tasks with a focus on customer service including accessibility, approachable, and positive attitude
• Perform role functions according to established Cloud Peak Energy (CPE) standards
• Work occasional evenings and weekends when upgrades or projects require
• Manage service requests for users via the IT Service Management (ITSM) toolset according to service specifications
• Thoroughly document, track, monitor incidents and problems; ensuring timely resolution while adhering to change control procedures
• Setup, install, configure, test, deploy, maintain, upgrade and troubleshoot with external vendors as required
• Maintain existing network switches, desktops, laptops and portable devices
• Assist in maintaining workstation security, firewalls, Windows updates and approved application patches
• Assist in data backup/recovery process
• Manage and troubleshoot computer equipment, Local Area Network/Wireless Area Network (LAN/WAN), including all related switches and peripherals with assistance from supporting teams as required
• Support telecommunications (phone systems), technologies and protocols
• Create, update and maintain IT procedures and practices
• Collaborate with business unit staff and IS&T team members to ensure all application configurations are consistent across user devices
• Ensure all administrative tasks (i.e. status updates and reports) are completed in timely manner
• Travel regionally to support the business environments
• Participate in on-call rotation and after hour’s emergency support for customer’s IT systems
• Maintain systems in accordance with CPE data retention policy
• Interactions, Communications and Behaviors
• Experience supporting workstations and mobile devices in a corporate environment
• Experience with Virtual Desktop Infrastructure, Network Switches and Voice over IP preferred
• Desktop hardware certifications desired
• Work in a semi-directed manner as part of a geographically dispersed team that has specific and general roles
• Demonstrated ability to work with a high level of integrity and teamwork
• Proficient administration of Windows 10 based workstations, printers and other hardware as well as applications in an Active Directory environment
• Experience with Windows Active Directory: (Group Policy and User/Group Security Management)
• Ability to troubleshoot and specifically diagnose hardware, software, and networking issues
• Demonstrate an understanding of IS&T systems interoperation in respect to client server functionality
• Familiar with Virtual Private Network (VPN) and Virtual Desktop Infrastructure (VDI) Services
• Ability to support Enterprise Workstation Security solution
• Excellent verbal and written communication skills in being succinct and non-technical when required
• Exceptional interpersonal skills, with a focus on listening, appropriate questioning skills and responding objectively to the thoughts and ideas of others
• Ability to conduct research into a wide range of computing issues as required

IT Technical Support Senior.group Manager Resume Examples & Samples

• Leads managers/supervisors, support consultants, trainers and analysts, in an IT Call Center environment, monitoring activities and evaluating performance
• Identifies and implements strategies and efficiencies to enhance customer experience and align with business operations. Optimizes use of customer communication channels (phone, email, chat, social)
• Communicates and collaborates across organization to coordinate work and resolve issues
• Provides coaching and guidance to staff and promotes staff training and development
• Leads work activities of the Customer Support team, providing for adequate staffing and resources and maintaining work on schedule so that ongoing internal and external customer satisfaction is maintained
• Drives results across customer experience and productivity metrics. Defines and delivers programs that improve customer experience, process quality and productivity
• Proactively seeks customer feedback and uses this feedback to drive programs that make it easier for customers to work with IDEXX products, services and support
• 7-10 years of work experience, including 5-10 years of experience leading large Technical Support contact/call center teams
• Must have experience leading managers/supervisors
• Must have technical support call center leadership experience
• Bachelor’s Degree or equivalent work experience required, preferably in Science or Computer-related field

IT Technical Support Tech Resume Examples & Samples

• Makes timely and accurate diagnosis of system related problems and determining between hardware, software and network related problems, and work in conjunction with the Global Service Desk and other IT operations/engineering groups to provide resolution
• Will be expected to take ownership for assigned incidents and problems, and contact required resources both inside and outside the company necessary to resolve the problem, with minimum supervision
• Identifies and solves any problems that affect desktop computer operating systems and troubleshoots routine problems and maintenance of systems
• Maintains other relevant computer peripheral devices such as Monitors, Printers, Video teleconferencing problems
• Supports drive imaging for desktop/laptop systems
• Incumbent is required to travel to satellite locations as needed
• Experience working on small projects and delivering against timelines
• Must be self-managed and a self-starter with a positive attitude
• Able to perform root cause analysis. Capable of proactively recommending effective courses of action, communicate resolution, policy and procedures to the various IT stakeholders, management, and end user population
• Ability to establish strong relationships with individuals at the supervisor/team manager level
• Ability to work independently while collaborating with remote teams in a fast paced environment
• Microsoft Certified Systems Engineer (MCSE)
• Provide technical technical direction and guidance to the Service Desk staff on problem resolution workflows
• Microsoft Technology Associate (MTA)
• Network+ Certification

Renweb IT Technical Support Engineer Resume Examples & Samples

• Solves application support cases through effective troubleshooting
• Proactively resolves issues by identifying potential problems and implementing solutions and prevention methods
• Serves as a primary resource for Account Managers
• Mastery of all major RenWeb operations including
• Report Cards and Transcripts
• Standard and Custom “Maintenance Manager” jobs
• Standard and Custom Reports
• Experience with RenWeb Database structure
• Stays up-to-date with all the latest technologies employed by the RenWeb platform products and the underlying technologies and share this knowledge with other support engineers
• Manages team ticket pipeline as well as personal pipeline making adjustments to assignment as needed
• Recognizes and escalates critical issues to management and within the Sales, Customer Support and Engineering teams
• Performs issue intake via phone, email, IM and system alerts
• Trouble-shoots complex problems with transactions, record history and log info
• Collaborates with Product, Customer Support, Infrastructure and all other teams involved in regular activities
• Communicates when additional resources are needed to handle support workload
• Responds to issues reported by automated systems, even before the customer realizes there is a problem
• Listens, comprehends and communicates on the fly
• RenWeb School Management Software experience desired
• 2+ years of technical experience with web applications
• Extensive experience in examining, investigating and solving dynamic problems
• Experience working issues/cases at all technical levels
• Systems administration background a plus
• Ability to perform all tasks of a Technical Support Specialist
• Ability to remain productive under conditions where interruptions are prevalent
• Ability to multi-task and resolve complex problems under higher pressure and stressful situations while prioritizing both time and projects, and working independently
• Proficient in C#, C++, ColdFusion, MS SQL, HTML, CSS, JavaScript, JQuery, Dreamweaver
• PC/Windows Proficiency
• Strong record in collaborating with other teams, showing initiative, peer development and personal dependability
• Skilled in data analysis and interpretation
• Demonstrated ability to build and maintain strong relationships with customers while providing excellent customer support
• Ability to think “out-of-the-box” and develop creative solutions
• Understanding of programming principles (does not need to be programmer)
• Highly self-motivated and independent
• Flexibility to cover extended hours on a rotating basis
• Position provides support to an enterprise engineering application deployed company-wide
• Troubleshoot client service requests on an on-going basis and ensures that all activities are performed at a level of quality consistent with IT standards
• Exercise critical thinking and professional judgment to take appropriate actions
• Provides On-Call support as needed
• 1-3 years of experience on enterprise products
• Hands-on experience on Application Support, Upgrades and Integrations projects
• Working experience on support mechanism, SLA management and risk mitigation
• Experience on application configuration and administration (accounts, licenses, workflows etc)
• Strong focus on documentation and root cause analysis
• Experience effectively responding to shifting priorities in a fast paced and changing environment
• Excellent communication (verbal and written English) and customer management skills
• Experience with PLM/PDM (Teamcenter, Agile, Windchill, Smarteam etc), CAD tools (Solidworks, NX etc) or ERP applications a plus

Senior IT Technical Support Tech Resume Examples & Samples

• Provides IT Desktop support to the relevant End-user community in the location/region based, this includes all desktop computing hardware and software and peripherals, including Mac OS and Windows
• Makes timely and accurate diagnosis of system related problems and determining between hardware, software and network related problems, and work in conjunction with the relevant IT operations/engineering groups to provide resolution
• Will be required to lead problem resolution activities among multiple parties in order to get technology incidents and problems resolved
• Will be expected to take ownership for assigned incidents and problems, and contact required resources both inside and outside the company necessary to resolve the problem, with no supervision
• Responds to requests for service with expediency
• Identifies and solves any problems that affect mobile devices and operating systems and troubleshoots routine problems and maintenance of systems
• Maintains other relevant computer peripheral devices such as Monitors, Printers, and video teleconferencing
• Supports hard drive imaging for desktop/laptop systems
• Incumbent is required to travel as needed
• Regularly participates in alignment meetings with various Executive Assistants as well as IT Leadership
• Completes technology-related projects as assigned
• Training and mentorship for junior team members on processes and workflow
• Some shift work may be required and weekend work is needed for projects
• Minimum 5 years of experience in 1st/2nd/3rd level Corporate IT support, gained in a multi-site IT operations environment
• Experience providing Executive IT Support is required
• Ability to perform calmly in high pressure situations and tight timelines is required
• Proficient in meeting collaboration systems including conference room hardware, video conferencing and cloud meeting solutions
• Ability to produce reports against service levels and KPI’s
• Experience working on medium-large projects and delivering against timelines
• Able to effectively operate within an ambiguous environment and independently deliver goals and objectives
• Ability to establish strong relationships with individuals at the management level
• Must be dynamic, innovative and capable of garnering the respect and high level trust required by the help desk and IT teams for this position to be successful
• Ability to communicate effectively with both technical and non-technical teams
• Experience with Service Now ITSM Tools
• Bachelor’s Degree in Computer Science, IT Technology or another appropriately related field
• Cisco CCNA certification
• Experience working with Active Directory, domain services and back office/infrastructure application installation and support
• Knowledge in storage and backup technologies
• Experience with Lenovo parts ordering and hardware repairs

Manager IT Technical Support Resume Examples & Samples

• 3-5 years experience in a leadership role within an Operation Support Center
• Excellent computer skills (Microsoft Office, inclusive of Word, Excel, Outlook and PowerPoint)
• Strong analytical and diagnostic capabilities
• Ability to deliver results in a high pressure and complex environment
• Experience in Major Incident Management
• Demonstrated problem solving skills and experience delivering innovative solutions
• Broad operational background in colocation and data center infrastructure including (critical systems, physical security, network connectivity, and power configuration)
• Ability to understand and motivate staff to develop capabilities
• Ability to quickly adapt to advancing technologies and processes
• Familiarity with call center metrics and the use of Avaya CMS Supervisor reports
• Familiarity with various ticketing systems, CTS Remedy, CTS Vantive, NTM
• Ability to bring out other people’s potential/talents, successfully motivate and challenge a team
• Excellent communication skills with the ability to communicate in a courteous, tactful, and concise manner
• Previous experience developing and implementing continuous process improvement initiatives
• Strong understanding of PMP principles and practices
• Must be able to manage multiple projects and initiatives
• Ability to work in a fast pace, changing environment
• Ability to understand multiple IT services and tools
• Experience with dealing directly with customers and the ability to find creative customer solutions
• Familiar with change management best practices and procedures
• Previous experience managing a support team within an ITIL service model
• Undergraduate degree in Business Administration, Computer Science, Business Management, or related field
• ITILv3 Foundation Training
• ITILv3 Capability Operational Support and Analysis
• Support Manager Certification

IT Technical Support Specialist Manager Resume Examples & Samples

• For education obtained outside of the U.S., you will be required to provide proof of the equivalent American education as determined by a foreign credential evaluation service. If you possess a degree obtained outside of the United States, please submit a detailed, course-by-course evaluation report from one of the U.S. equivalency evaluating members identified at http://www.naces.org/members.html
• Database Design ( SQL server), MS Project, Share Point, Visio, MS Office
• Knowledge ITIL v3 Foundation Certification
• Recruitment Number (located at the top of the bulletin)
• The last 4 digits of your SS#

IT Technical Support Coordinator Resume Examples & Samples

• Provide statewide onsite installation, configuration, maintenance and support for DHH owned: Workstations, Laptops, Thin client devices, Desktop printers, Network printers, Network communication devices, Video Conferencing Equipment,
• Software Applications, and all associated components, peripherals, and media
• Manage user accounts on local PCs, select servers, and Active Directory in compliance of industry standards
• Record service calls in web‐based tracking system and utilize system to document ticket resolutions
• Provide limited support for approved mobile devices which contain DHH's proprietary data, including, but not limited to e‐mail. Support shall be focused on ensuring that an otherwise functional device is properly configured for work related purposes
• Train and assist end users on technical issues as a form of preventative maintenance
• In the event of disaster, take appropriate actions to ensure continuity of operations in accordance with previously documented and Department approved plans
• Travel to various sites as needed to carry out assigned duties
• Identify, diagnose, and assist with resolution of network issues as related to end user problems
• Restore data from backup systems using designated applications as needed for end user support
• Manage all assigned issues being handled by other internal IT units or external contractors
• Bachelor's degree or Associate's degree with 3 years of professional experience in an IT field in lieu of degree, or 6 years of professional experience in an IT field in lieu of degree
• Excellent problem solving/troubleshooting skills
• Minimum 1 year of professional experience in IT field performing desk side support
• Experience with Windows based operating systems including installation, system administration and troubleshooting
• Experience with
• Various computer hardware, which includes: PCs, laptop & printers
• MFPs; routers, switches and servers
• Remote Control software, Ticketing System software, Active Directory; Exchange; SharePoint
• Professional experience with DHH information systems or programs utilized by the department
• A+, Network+, HDI, MCTS, MCSE, MCITP , Strategic Planning, ITIL, Process Improvement or other relevant industry certifications
• Hitachi Capital Technologies leadership
• Business Leaders Across Hitachi Capital
• All lines of business across Hitachi Capital
• Onward escalation and communications with Level 3 and external 3rd parties

Senior IT Technical Support Resume Examples & Samples

• Manage user physical and logical security (including adds/deletes/changes & audits) for variety of systems including, but not limited to, Keycards, Active Directory, PBX, FAXCOM, AVITrack, and other Ecova developed applications
• Utilize specialized technical skill set to provide hardware, software and network consultation and support onsite and over the phone for internal and external clients
• Respond to client requests in a timely fashion
• Independently investigate, research, resolve and document end user problems
• Provide routine maintenance and troubleshooting of business equipment including, but not limited to, computers, laptops, monitors, desktop phones, projectors, web cams, printers, copiers, and optical scanners by responding to telephone calls, emails, tickets, and other technical support requests
• Perform lifecycle replacements of various end user equipment
• Maintain current expertise in operation and application of standard workstation hardware and software
• Setup and maintain desktop backend services such as desktop/laptop deployment services, anti-virus/malware detection, remote laptop backup services, desktop configuration policies, and desktop patch management
• Provide recommendations to management for improvements regarding desktop and application management
• Assist senior-level team members in various infrastructure projects
• Bachelor degree in Computer Sciences, Technical Certification from an accredited technical school or combination of experience and knowledge considered 4 plus year equivalent education
• Applicable Microsoft / CompTIA or equivalent industry certifications preferred
• Four to seven years experience in Technical Support
• Some Project Management experience desired
• Experience with LanDesk a plus
• Comprehensive knowledge of desktop and laptop computer hardware
• Must be proficient in the use of the Microsoft Office tool set
• Effective knowledge of network protocols and basic services including TCP/IP, DHCP, VoIP, WiFi, and DNS
• Ability to create, edit and deploy computer/software group policies
• Candidate should possess superior customer service skills in dealing with users at all levels in a team environment
• Proven ability to operate in high pressure situations and successfully handle multiple priorities and possess a high level of discipline while remaining flexible
• Demonstrated experience delivering direct user support in a high availability environment
• Previous experience in which high levels of initiative, judgment, and tact has been demonstrated
• Must possess superior technical aptitude, written and oral communications skills with the ability to interact with internal customers in a professional manner
• Candidate must haves a good understanding of core internet technologies - DNS, mail transport, TCP/IP and network file systems
• Must have a good understanding of computers (both hardware and software) and have demonstrated willingness to learn and apply new technology
• Must have good knowledge of scripting and process automation (Perl)
• Demonstrated experience with Linux Operating System, Thin Client Infrastructure devices, and remote access systems
• English language proficiency
• Ability and willingness to work a flexible schedule
• B.S. / B.A. in Computer Science or Related Technical field preferred, but not required
• Demonstrated experience with Windows/Mac/Linux Operating Systems
• Experience with Data Cabling / Computer Facilities maintenance /Standards
• Certifications in areas of core support responsibility - A+, MCSA, MSCE, Network+, CCNA/CCNP
• Experience providing phone based technical support and troubleshooting to a wide range of technical and non-technical users
• Ability to prioritize tasks
• Ability to think logically and abstractly
• Beginning/Intermediate understanding and familiarity of Microsoft operating systems
• Beginning/Intermediate understanding and familiarity of the MS Office Suites

IT Technical Support & Technical Application Management Specialist Resume Examples & Samples

• Cultural awareness
• Service awareness, preferably IT Infrastructure library (ITIL) certification
• Investigation and diagnostic skills (the Sherlock Holmes factor)
• Must have critical incident experience
• Client-Server relationships
• Strong communication, both written & verbal
• Experience with driving projects and initiatives towards completion
• Experience with technical troubleshooting via logical process and established methodologies
• Good knowledge on ITIL process

IT Technical Support, UK Resume Examples & Samples

• Application Support: Lotus Notes email, Microsoft Office (includes troubleshooting and solving user problems)
• Helpdesk: logging and responding to calls
• PC & Mac: 1st and 2nd line support
• Mobile Phone Support: Including tablets IOS
• System Maintenance: Including client, server backup systems, security
• MFD Maintenance: of all printer, copy and fax fleet and consumables
• Audio/Visual: User support for projectors, audio systems
• Asset Management: Maintaining assets database, equipment hand-over/return
• Active Directory:Basic knowledge of AD and associated technologies
• System Maintenance:including daily operations and basic network support
• Task and helpdesk completion experience
• Team Working experience

IT Technical Support nd Line Engineer Resume Examples & Samples

• Provide technical support and leadership in a complex mission critical SAP environment
• Provide day to day operations support and on-call support 7x24 on a rotational basis
• Perform 2nd level support to all customers infrastructure and develop solutions to stabilize customer environments
• Use tools for remote management and alert monitoring
• Responsible for incident / service call investigation, diagnosis, resolutions where possible or dispatching to the relevant higher level support
• Be involved in full cycle development, deployment to go-live
• Forecast technology requirements based on client's needs
• Provide SAP expertise in the customer engagement team
• Develop, mature and ensure compliance of technology standards and solutions
• Experience in Unix/ Linux system administration
• Windows NT/2000/Windows2003 knowledge (basics of administration)
• Basic knowledge of SQL
• Basic knowledge of IP Services
• Analytical problem-solving skills
• Customer and service orientation
• Written and spoken English
• Understanding and knowledge of information systems products, services and/or applications to assist and advise end-users with all aspects of user reported problem
• Conducts services, repairs, training, and follow-up or coordinates referrals to appropriate technical, professional or service personnel
• Assists with and/or performs the installation, implementation and upgrades of computer hardware, software and/or systems
• Ability to communicate with people of varying technical experience
• Experience maintaining deadlines
• Experience with remote customer service

Consultant / Callidus IT Technical Support Resume Examples & Samples

• 6-9 years of experience in Application/Server support
• 2+ years Unix scripting experience
• 2+ years DB Developer experience
• 2+ years to support ETL platform
• Minimum 2-years of Service Desk experience
• Windows XP - 10
• Mac OS 10.X
• MS Office 2007 – 2013
• Mobile Devices including IPhone, Android, Blackberry and Windows Mobile
• VPN/Home Routers
• Active Directory (user accounts, password resets, etc.)
• Service Desk Ticketing Systems (ServiceNow, ZenDesk, Spiceworks, Bomgar, GoToAssist, LogMeIn, etc.)
• Provide statewide onsite installation, configuration, maintenance and support for DHH owned: Workstations, Laptops, Thin client devices, Desktop printers, Network printers, Network communication devices, Video Conferencing Equipment, Software Applications, and all associated components, peripherals, and media. Manage user accounts on local PCs, select servers, and Active Directory in compliance of industry standards. Record service calls in web‐based tracking system and utilize system to document ticket resolutions. Provide limited support for approved mobile devices which contain DHH's proprietary data, including, but not limited to e‐mail. Support shall be focused on ensuring that an otherwise functional device is properly configured for work related purposes. Train and assist end users on technical issues as a form of preventative maintenance. In the event of disaster, take appropriate actions to ensure continuity of operations in accordance with previously documented and Department approved plans. Travel to various sites as needed to carry out assigned duties. Identify, diagnose, and assist with resolution of network issues as related to end user problems. Restore data from backup systems using designated applications as needed for end user support. Manage all assigned issues being handled by other internal IT units or external contractors. Other tasks as directed
• Bachelor's degree or Associate's degree with 3 years of professional experience in an IT field in lieu of degree, or 6 years of professional experience in an IT field in lieu of degree. Excellent analytical skills, effective organizational and time management skills. Great attention to detail and follow up, and verbal/written communications skills. Excellent problem solving/troubleshooting skills
• Advanced degree. Minimum 1 year of professional experience in IT field performing desk side support Experience with Windows based operating systems including installation, system administration and troubleshooting. Experience with: Various computer hardware, which includes: PCs, laptop & printers. MFPs; routers, switches and servers. Remote Control software, Ticketing System software, Active Directory; Exchange; SharePoint. Customer service experience. Professional experience with DHH information systems or programs utilized by the department A+, Network+, HDI, MCTS, MCSE, MCITP , Strategic Planning, ITIL, Process Improvement or other relevant industry certifications

Local IT Technical Support Resume Examples & Samples

• Be familiar with the approved suppliers via Catalog or to address it to the corresponding group that is responsible for (e.g. Asset Management, Client Devices, SRM Catalogs, etc.)
• University or Bachelor Degree or above is required for the position, Must be a team worker and have good communication, presentation, negotiation and influence skills
• More than 3 years related Professional Field Experience is desirable. The position should suffice with a technical diploma or similar in Information Technologies (has to have a knowledge of Computer terminologies or Computer Science. CCNA is required
• 3-5 years Customer Service Experience would be a plus (not required). Candidate must have the following skills for the job: patience, customer service oriented, flexible, collaboration, teamwork, being able to be supervised remotely, etc.)
• 3 years’ experience in Multi-national company. Have the communication capability to support users across OSRAM region
• Provide Professional End User Support on all contract defined Equipment/Software at defined locations
• Provide Project Support on Local and HQ assigned Projects
• Respond to and support End User IT Support issues documenting each issue and its solution in the GFE ticketing system
• Provide on-site technical support to monitor and track end user trouble calls to the Help Desk and, as required, provide necessary support for resolution
• Provide immediate end user support for all field executives such as the FSD, on-site senior staff or others so designated by the FSD
• Provide advice / support to the staff on Microsoft products as well as COTS products and other application configurations
• Set up and maintain Voicemail / VoIP systems, Coordinate telephone line installations and moves at the off-site, on-site airport, and spokes, provide analog technology support (fax and modems) and manage all HQ approved TSA plain old telephone service (POTS) local dial tone
• Acts as liaison between project team members, customers and installation team to ensure project is implemented seamlessly

IT Technical Support Representative Resume Examples & Samples

• Provide ITIL-compliant service management to assigned customer
• Manage any Service Level Agreements (SLA's) for assigned customer and
• Understanding of network fundamentals
• 2 years or more experience in a related role, delivering IT services to internal
• Experience in Airline / Air Transport industry: desirable
• Experience of working in a matrix management environment is desirable,
• Ability to support, troubleshoot, analyze and investigate in multi-vendor

Entry Level IT Technical Support Resume Examples & Samples

• Review, analyze, and evaluate various systems operations
• Document, track, and monitor the problem to ensure timely resolution
• Perform advanced root cause analysis and develop checklists for typical problems
• Works with user community to remotely to solve moderately complex tickets
• Has knowledge of commonly used concepts, practices, and procedures
• ) Crestron Controllers knowledge
• ) Biamp setup and configuration
• ) Samsung Commercial Display management
• Setup, maintenance and day-to-day support of computer hardware and software, networks and telephone systems at branch office locations
• Maintain detailed inventory and documentation of all systems using Encompass Intranet
• Coordinate and manage technical projects associated with branch office acquisitions, consolidations and relocations
• Support end users via telephone or remote support tools when they have system-related issues
• Monitor Support Queue throughout each business day, and work with co-workers to ensure that every Support Ticket is addressed in a timely manner
• Notify key personnel about planned visits to their offices, including details about arrival time, plans and user requirements. Follow after office visits are completed to communicate what was accomplished, and what is left to be done
• Bachelor’s degree in computer science or information technology, associate’s degree from technical school, or a minimum of two years of related work experience
• Experience with Samsung OfficeServ Phone systems is preferred, however knowledge of PBX phone systems in general is a plus
• Experience managing small to medium-sized technology projects
• Customer support experience, including support of end-users
• Experience with inventory tracking
• Excellent written and verbal communication skills with the ability to effectively tailor communication of technically complex issues to various audiences
• Demonstrated capability for logical and consistent problem solving with emphasis on resolution of complex technical problems using root cause and other problem analysis techniques
• Intentional, assertive, diplomatic, and persistent, with a strong desire to see things through to completion
• Strong customer focus and orientation
• Strong time management and coordination skills
• Self-motivated, detail-oriented and organized with the ability to prioritize work load and to perform in a high-pressure environment
• Must be open to working occasional weekends and after-hours, if required
• 5 years advanced third level support experience for applications, infrastructure or service desk
• 5 years of experience with Incident and Problem Service Management
• 5+ years of experience in supporting PostgreSQL databases
• Experience with administration, installation & configuration, development, version upgrades, data migration, backup and recovery, replication, disaster recovery, performance monitoring & tuning, index optimization, shell scripts, database development, writing stored procedures & triggers
• Perform a variety of PostgreSQL tasks related to problem resolution and monitoring, administration, availability, performance and security
• Experience in web applications using Java/J2EE
• Experience maintaining, patching, and upgrading of servers
• Experience developing, updating and tuning SQL queries
• Exposure to Windows 7/10
• Exposure to ITIL and ITSM tools such as ServiceNow is preferred
• BS in engineering or computer sciences degree or equivalent experience
• Microsoft Windows 10 and Windows 7
• IBM Notes Mail, Sametime Meeting, Sametime Chat and Connections
• Network Connectivity using Wired and Wireless Technologies
• Junos Pulse VPN technology
• Active Directory, DHCP, DNS and similar network services
• Audio Video conferencing Webex, Intercall etc
• Write technical specifications for purchase of corporate technology equipment, networking hardware, and related products
• Assist in developing long-term strategies and capacity planning for meeting future hardware and corporate technology needs
• Deploy workstations, servers, printers, scanners, local firewalls, encryption systems, and all host security systems
• Install, configure, test, maintain, monitor, and troubleshoot end user hardware, peripheral devices, printing/scanning devices, presentation equipment, and mobile devices
• Perform on-site analysis, diagnosis, and resolution of complex hardware problems for a variety of end users, and recommend and implement corrective solutions, including off-site repair as needed
• Provide high quality support to customers and users handling requests and issues making IT SLA engagements are met
• Support VoIP infrastructure and its associated software, call management systems, voice mail, and interactive voice response
• Manage end user accounts, permissions, access rights, and storage allocations in accordance with best-practices and defined security procedures
• Support mission critical Just in Sequence/Time (JIS/JIT) Manufacturing Execution Systems (MES)
• Support the maintenance and trouble-shooting requirements of information systems
• Help determine reasons for equipment failures and advise on corrective and preventive actions to eliminate future safety, quality or downtime issues
• Maintain and support front office systems including: Solidat, AutoCAD, Microsoft Office, etc
• Strong background in Microsoft Systems Administration (AD, DHCP, DNS, Server, Group Policy Management, etc.)
• Understanding of VMWare cluster environments and maintenance (ESXi)
• Must have a working knowledge of relational database applications

Related Job Titles

Customer Service Technical Support Resume Sample

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Work Experience

• Assists with customer correspondence, balance payment batches entering them into billing system
• Assists with customer correspondence, balance payment batches entering them into billing system.Opens and sorts customer correspondence, and sends written response to customer queries.Uses computer, data entry, and 10-key skills to balance payment batches enter into billing system
• Administrative:Conduct or participate in meetings with other global VSS teams to ensure common practices maintained across all teams; Conduct regular staff meetings with staff
• Ensure Level 1 technicians have proper tools (including training, hardware, and documentation) to perform their job
• Develop and maintain a call monitoring program to ensure a high quality of service for testing centers
• Provide performance feedback to employees on a regular basis
• In manager’s absence work with next level manager to resolve issues
• Ensure accurate recording of helpdesk calls using the company’s incident tracking systems
• Multitask and manage several ongoing tasks and priorities
• Technical support experience (troubleshooting issues with browsers, plugins, and Internet connections, as well as software and hardware issues on PC, Mac and mobile devices)
• Identify and secure sales opportunities on all calls, including plan or phone upgrades, accessories, new customer leads and referrals, add/remove packages and additional line sales
• Process device warranty, exchange, and 30-Day device return requests
• Troubleshoot issues of wireless voice/data devices by identifying the issue, researching a solution and walking customer through steps to resolve the problem
• Tech savvy with wireless and mobile products
• Solve issues through asking good questions, visualizing the problem or situation and thinking creatively to solve it
• Ensure timely and proper trainings are provided to maintain service quality
• Provide leadership for large account sales support team on all escalated incidents, sales support interaction and communication
• Ensure software maintenance and update documents are developed in exact and consistent manner
• Maintain and manage technical support knowledge base
• Continuously manage and improve support processes that result in high customer satisfaction rating (NSAT)
• Communicate with relevant Certiport teams to ensure a standardized and consistent service quality around the world
• Develop robust and quality processes that reduces the time to resolve high priority incidents
• Provide decision support for all customer related issues
• Manage Accessibility/Disability incidents, working with the business to define Support’s scope of work, processes and best practice

Professional Skills

• Prove knowledge of wireless technology and equipment (examples: Explain how to sync contacts, music, etc., set up email, upload a playlist, or turn on/use bluetooth)
• Excellent troubleshooting, problem solving, written and oral communication skills within call center/technical environment 2+ years required
• True understanding of PC keyboarding skills; Advanced Browser Knowledge and Basic Microsoft Office (Outlook, Word, Excel) experience required
• Strong attention to detail, patience and good active listening skills
• Basic computer proficiency including experience with using Google and Microsoft Outlook, with good keyboarding skill
• Good organizational skills and the ability to handle multiple tasks
• Superior supervisory skills required

How to write Customer Service Technical Support Resume

Customer Service Technical Support role is responsible for basic, microsoft, software, travel, research, wireless, telecommunications, mac, training, english. To write great resume for customer service technical support job, your resume must include:

• Your contact information
• Work experience
• Skill listing

Contact Information For Customer Service Technical Support Resume

The section contact information is important in your customer service 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 Customer Service Technical Support Resume

The section work experience is an essential part of your customer service 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 customer service 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 customer service technical support position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative Customer Service Technical Support resume experience can include:

• Experience in a call center environment or in a customer service role resolving escalated customer issues/complaints
• Two years of experience troubleshooting computer hardware, mobile phones, or other electronic devices
• Experience in computer based testing and certification
• Experience with content filters, firewalls, and networking would be of great benefit, but is not required
• Three years experience supervising technical staff
• Quality monitoring experience required

Education on a Customer Service Technical Support Resume

Make sure to make education a priority on your customer service 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 customer service 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 Customer Service Technical Support Resume

When listing skills on your customer service 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 customer service technical support skills:

• Deal tactfully and effectively with customers in a fast-paced environment, and provide consistently great customer service
• Provide a value added experience with outstanding customer service while maintaining quality standards as learned in training
• Good decision making and problem solving
• Previous experience supporting Windows operating systems 2+years required
• Previous experience supporting Mac operating systems 1+years required
• Experience navigating multiple computer screens and programs while interacting with customers

List of Typical Skills For a Customer Service Technical Support Resume

Skills for supervisor customer service technical support resume.

• Two years of experience in a customer service and/or technical environment
• 6 months - 1 year experience in mobile technical support
• Experience in a telecommunications industry
• Demonstrated ability to perform in a fast pace environment in order to support our high volume of inbound calls
• Experience with customer service process improvement
• Actively collaborate with colleagues and other internal teams to provide the best possible customer experience
• Working knowledge of Windows Operating systems, network administration, database administration, software release processes, and software development cycles
• Participate in ongoing coaching and training sessions to ensure success in the position
• Access to continuing education via our company learning center

Skills For Customer Service Technical Support Representative Resume

• Extensive paid training class with Hands-on Managers
• Develop and present scientific technical presentations for training purposes
• Maintain customer communication regarding resolution of complaints to strive for customer satisfaction
• Participate in required employee trainings: Data Protection and Privacy for Pearson VUE; Preventing Sexual Harassment; and Pearson Code of Business Conduct
• Access to a comprehensive employee benefits package, including health, prescription, vision, dental, life and short-term disability insurance
• Provide customers with exceptional service by following very specific policies and procedures
• Adhere to training and development opportunities provided by managers

Skills For Customer Service & Technical Support Consultant Resume

• Use various systems, applications and tools, to facilitate device set up, device education, and troubleshooting if a service or feature is inoperable
• Be proactive in finding new technology trends and solutions
• 5 working days per week
• Accountable and willing to take ownership of problems
• Retain detailed information needed to solve complex problems
• Comfort with web based tools and search engines
• Benefits through the company after 60 days of employment
• Ability for upward mobility with a variety of departments, jobs, and locations available

Skills For Customer Service Technical Support Administrator Resume

• Work closely with quality department on complaint cases and escalation of product performance issues
• Outlook or other email program
• Familiar with customer service process
• Passion for wireless/mobile technology
• Familiarity with wireless technology; specifically wireless voice/data devices on Android OS and Windows Mobile OS
• Utilisation of helpdesk tools (e.g. Service Now)

Skills For Manager Customer Service Technical Support Resume

• Extended work hours might be necessary
• Be part of an organisation that is passionate about solutions, not just products
• Be part of a team that is not afraid of a challenge, and learns from mistakes
• Share our values – bravery, imaginative, accountable and decent
• Handle calls to provide customer service and technical support functions to gaming platform customers and television streaming service customers by answering inquiries, solving problems and troubleshooting issues using provided scripted and published materials
• Maintain professionalism always representing our client to the highest standard

Skills For Cash Management Customer Service Technical Support Spc Resume

• Meet all call Quality Assurance requirements
• Consistently achieve key performance indicators (KPI) and performance standards as defined by management
• Educate customers about capabilities and wireless carrier data product offerings
• Participate in focus groups to review and rate tools provided
• Comply with a schedule of shift times, break, and lunch hour times
• Quality maintenance focus

Skills For Lead Customer Service Technical Support Resume

• Provide second tier phone and email technical support for web-based and client-server applications. Adhere to established quality standards
• Monitor other service requests (Missing Results, Score Reports, Incident resolution, Email Support Box, Installation Projects, Exam Review requests, Level 1 Escalations, and request to research possible software defects) to ensure response time is within acceptable levels
• Monitor call service level to ensure compliance with KPIs; Monitor staff to ensure project time, lunch, breaks are distributed at different times of the day to ensure proper phone coverage; Address issues with staff if time off the phones is a problem
• Provide technical support to VUE’s customers including but not limited to 3rd party testing centres, Pearson Professional Centres, and Client Test Centres
• Portable 401k plans

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