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Technical Support Specialist Resume

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SUMMARY

  • Self - motivated and organized professional with experience providing thorough and skillful support. Able to multi-task, meet deadlines, and assist on multiple simultaneous projects while working under pressure with minimal supervision.

PROFESSIONAL EXPERIENCE

Technical support specialist

Confidential

Responsibilities:

  • Troubleshoot problems and provide advice on the appropriate action
  • Log incoming client communication via phone and/or email
  • Properly update tickets with status, progress, and detailed resolution steps
  • Keep clients informed in a professional manner ensuring accuracy of detail
  • Review reporting and monitoring systems to maintain reliability and improve customer support experience

CUSTOMER SERVICE REPRESENTATIVE

Confidential

Responsibilities:

  • Served as the primary point of contact for customers
  • Opened and updated customer accounts, also responded promptly to their inquiries
  • Worked with internal departments to meet customers’ needs
  • Created diverse documentation, processed incoming documents, and sent communications

Incident management analyst

Confidential

Responsibilities:

  • Coordinated the restoration of the affected service(s) by engaging technical resources across IT support teams
  • Verified that incident tickets, communications, and documentation were accurate, clear and concise
  • Escalated high priority incidents to the Major Incident Manager
  • Facilitated conference calls for high severity incidents to provide situational awareness regarding the incident

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