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Technical Support Representative Resume

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OBJECTIVE

  • Customer Service Representative specializing in supporting end - user hardware and software inquiries. Seeking a technical help desk position at a growing tech startup.

TECHNICAL SKILLS

  • Microsoft Office Suite
  • Team Viewer
  • LogMeIn
  • Go - To Assist
  • Windows 10 beta tester
  • IOS 9

PROFESSIONAL EXPERIENCE

Technical Support Representative

Confidential

Responsibilities:

  • Provide technical support for Snap-on and Nexiq products to internal and external customers including troubleshooting, documentation and training for assigned product line.
  • Provide support for internal and external customers including proper equipment operation and use and diagnosis and troubleshooting problems for field technicians.
  • Analyze product performance to identify problems and make recommendations to improve and enhance products.
  • Support new product implementation by working closely with Engineering as products are developed and updated to make recommendations and resolve problems encountered in the field.
  • Managed call flow and responded to technical support needs of customers.
  • Resolved customer issues in a clear, courteous and straightforward manner.
  • Demonstrated professionalism and courtesy with customers at all times.
  • Identified and solved technical issues with a variety of diagnostic tools.
  • Resolved problems with malfunctioning products.
  • Followed up with clients to ensure optimal customer satisfaction.
  • Remained up-to-date on the latest technologies and solutions applicable to company products.
  • Worked closely with team members to meet or exceed all customer service requirements.
  • Answered telephone calls promptly and minimized delays that could lead to abandoned calls.
  • Managed customers' expectations and experience to a high degree of customer satisfaction.

Computer support specialist

Confidential

Responsibilities:

  • Provided computer support for a wide range of clients; Individual and multiple-users on-site or via remote using Team Viewer or Log Me in.
  • Provided technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
  • Respond to queries either in person or over the phone.
  • Respond to email messages for customers seeking help.
  • Ask questions to determine nature of problem.
  • Walk customer through problem-solving process.
  • Install, modify, and repair computer hardware and software.
  • Perform malware and virus removals and perform computer tune-ups to optimize end user computing experience.
  • Run diagnostic programs to resolve problems.
  • Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
  • Install computer peripherals for users.
  • Follow up with customers to ensure issue has been resolved to their satisfaction.
  • Gain feedback from customers about computer usage.
  • Provided on-call support for critical issues.
  • Set up PC and Apple desktops and laptops and all types of mobile devices.

Help Desk Specialist

Confidential

Responsibilities:

  • Built rapport and elicit problem details from help desk customers.
  • Prioritized and scheduled resolutions.
  • Escalated issues (when required) to the appropriately experienced technician.
  • Recorded, tracked and documented the help desk requested problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through final resolution.
  • Applied diagnostic utilities to aid in troubleshooting.
  • Accessed software updates, drivers and knowledge bases, and frequently asked question resources on the Internet to aid in problem resolution.
  • Identified and learned appropriate software and hardware used and supported by the organization.
  • Tested fixes to ensure problem has been resolved to the end user's expectations.
  • Developed help sheets and knowledge base articles for end users.
  • Installed software, modified and repaired hardware and resolved technical issues.
  • Provided base level IT support to non-technical personnel within the business.
  • Managed call flow and responded to technical support needs of customers.
  • Evaluated and responded to incoming sales leads and requests for technical support assistance.
  • Resolved customer issues in a clear, courteous and straightforward manner.
  • Demonstrated professionalism and courtesy with customers at all times.
  • Identified and solved technical issues with a variety of diagnostic tools.
  • Followed up with clients to ensure optimal customer satisfaction.
  • Remained up-to-date on the latest technologies and solutions applicable to company products.
  • Researched, troubleshot and resolved complex problems independently.
  • Reviewed technical documentation and procedures.
  • Managed customers' expectations and experience to a high degree of customer satisfaction.
  • Described solutions to customers accurately and persuasively.
  • Used ticketing systems to manage and process actions taken.

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