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Product Specialist Resume

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Hadley, MA

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PROFESSIONAL EXPERIENCE:

Confidential,, Hadley, MA

Product Specialist
  • Generated tickets for clients using ConnectWise Manage
  • Accurately scoped IT issues for clients to pass them to tier 2 or 3 technicians
  • Assessed errors and alerts for clients and notified technicians when they appeared
  • Performed light technical triage for clients while they waited for service from other techs (mainly using Microsoft Active Directory)
  • Procured equipment for various clients and assisted them with configuring said equipment when needed

Confidential, Washington, DC

Product Specialist

  • Assisted users in navigating online portal to record timekeeping hours
  • Made use of Pivot Tables in Microsoft Excel to create detailed reports for users
  • Analyzed tickets from users to identify and solve issues in financial systems
  • Kept record of billed hours of users to make sure said users were paid properly
  • Learned new ticketing system within first two weeks of starting position and proceeded to teach other team members about said system when help was needed

Confidential, Vienna, VA

Product Specialist

  • Studied over 30 different products and their functions to properly troubleshoot technical issues with them
  • Utilized critical thinking to solve technical issues for clients
  • Demonstrated mastery of customer service call script within specified timeframes.
  • Created several MS Word documents and Adobe PDF files to send to and assist clients with using their equipment
  • Created documents (pamphlets, emails, and instruction booklets) independently to better facilitate the customer experience

Confidential, Arlington, VA

Technical Support Specialist

  • Utilized tickets and assisted parents, teachers, and students with the online Common App college application
  • Communicated effectively through email and some telephone skills to help with any online application issues that high school students and their parents may have
  • Used ticketing systems to identify issues and fix them remotely
  • Worked with team to resolve issues quickly and in a timely manner while providing strong customer service

Confidential, Sterling, VA

QA Engineer

  • Created new processes for testing browser load speeds using a combination of JavaScript and macro automation
  • Proficient in several computer automation programs (RoboTask, MacroToolWorks, AutoIt, Sikuli)
  • Gained basic understanding of Java and JavaScript programming languages through the program Eclipse
  • Collaborated with several teammates to streamline testing processes, resulting more efficient work time

TECHNICAL SKILLS

Software: Microsoft Office Suite 2016 (Access, Excel, PowerPoint, Word); Microsoft Windows 7, 8 and 10; Active Directory; installing drivers; System Imaging; HTML, blogs, and wikis; basic Java training; Adobe Creative Suite (Photoshop, Illustrator, InDesign, Acrobat), Parature Ticketing System, ServiceNow Ticketing System, ConnectWise Manage Ticketing System, Microsoft Active Directory

Hardware: Cisco IT Essentials (PC software and hardware); desktops & laptops; general computer builds and repairs; hardware installations and swaps

Support: Helpdesk escalation and documentation on ticketing system, customer service support (email, phone, and in person)

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