Technical Support Resume Samples

4.6 (76 votes) for Technical Support Resume Samples

The Guide To Resume Tailoring

Guide the recruiter to the conclusion that you are the best candidate for the 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

Resume Builder

Create a Resume in Minutes with Professional Resume Templates

Resume Builder
CHOOSE THE BEST TEMPLATE - Choose from 15 Leading Templates. No need to think about design details.
USE PRE-WRITTEN BULLET POINTS - Select from thousands of pre-written bullet points.
SAVE YOUR DOCUMENTS IN PDF FILES - Instantly download in PDF format or share a custom link.

Resume Builder

Create a Resume in Minutes with Professional Resume Templates

Create a Resume in Minutes
AM
A McLaughlin
Asa
McLaughlin
489 Roob Isle
San Francisco
CA
+1 (555) 746 8896
489 Roob Isle
San Francisco
CA
Phone
p +1 (555) 746 8896
Experience Experience
Dallas, TX
Technical Support
Dallas, TX
Heathcote Group
Dallas, TX
Technical Support
  • Supporting users in the use of the ServiceNow platform by providing necessary advice and/or training
  • Program Management: Coordination, alignment, and scheduling of technology development tasks across multiple performers; continuous program plan analysis to monitor/assess evolving cost and schedule impacts (e.g. including items such as task progress, status of associated interdependencies, schedule slack, etc.); performance assessment and milestone completion; and periodic risk analysis/review and tracking
  • Meeting KPI’s set by the Commercial Operations Manager
  • Learns and follows business and/or technical processes within the IBX; may start to identify opportunities for improvement for basic or narrowly focused processes (e.g., order fulfillment process, basic incident management definition or clarification such as awareness of color coding or timing, identifying and redlining the differences between processes)
  • Incident/Problem/Change Management
  • Providing 2nd line, server side application support for our hosted customers
  • Decisive actions. We don’t like to wait. It’s in our DNA to move forward. So it only makes sense that we don’t jam the company with lots of layers. We make things happen, quickly
Houston, TX
Senior Technical Support Analyst
Houston, TX
Hessel-O'Keefe
Houston, TX
Senior Technical Support Analyst
  • Work is assigned and general instructions given for routine work; more detailed instruction is provided for new projects
  • Monitor network status using Sierra Wireless’ network management products
  • Provide regular management reports and demonstrate for auditors
  • Assists users with questions and problems and works on complex applications
  • Log all inquiries in a Client Relationship Management tool. Respond to inquiries in established Service Level Agreements
  • Assist the IT Director with all core infrastructure servers that provide DHCP, DNS, and directory, file, print, anti-virus and backup services to all sites
  • Provide updates and case statuses to customers and management
present
Houston, TX
Senior Technical Support Specialist
Houston, TX
Rolfson Group
present
Houston, TX
Senior Technical Support Specialist
present
  • Provide assistance in the design, development and maintenance of various system applications
  • Work with the Business Development team to establish basic maintenance programs for aircraft in customer base
  • Willingness to receive constructive criticism or feedback on job performance and adjust work habits as necessary
  • Comply with and support ITIL change-incident-problem management processes and work instructions
  • Provide event and crisis management support as necessary
  • Assist and train other associates on incident and problem management & resolution
  • Assists customers by providing support and troubleshooting of FreightWatch and Sensitech products, computer hardware and software
Education Education
Bachelor’s Degree in Computer Science
Bachelor’s Degree in Computer Science
Southern Illinois University Carbondale
Bachelor’s Degree in Computer Science
Skills Skills
  • Strong Professional and organizational skills as well as current knowledge of the orthodontic appliance and dental anatomy business
  • Be highly responsive with strong sense of urgency and excellent follow-up skills
  • Excellent Verbal and written communication skills and the ability to build solid customer relations
  • Excellent inter-personal skills, comfortable and successful establishing professional relationships especially remotely (electronic, phone, written…)
  • Strong Customer Service skills – ability to quickly gain customers trust and confidence
  • Knowledgeable in the troubleshooting of both hardware and software in a Windows environment
  • Basic Knowledge of computers, electric & electronic concepts and devices
  • Applies basic knowledge of the business in establishing priorities and work plans
  • Basic VmWare experience/knowledge to troubleshoot or escalate
  • Route, switch basic knowledge for troubleshooting
Create a Resume in Minutes

15 Technical Support resume templates

1

Level Technical Support Resume Examples & Samples

  • 5+ years experience working with large enterprise Telepresence Infrastructure network
  • Experience with large enterprise networking and datacenter best practices
  • Experience with load balancer and DNS
  • Understanding of Video Streaming systems and infrastructure: Publishing software, Application servers, Network file storage, Web servers, Database servers, Streaming servers
  • Strong understanding of standard video streaming/digital signage platforms and associated hardware/software: Qumu, VBrick, Scala, or similar experience
  • Report generation, macros and scripting, automation
  • Database knowledge: SQL, Oracle, ODBC
  • Strong understanding of Dial Plans
  • Working knowledge of video streaming protocols and various codecs (H. 264, RTP, RTSP, HLS, MMS)
  • Working knowledge for management of Windows Media Services and related components
  • Working knowledge of network protocol analyzers (e.g. Wireshark)
  • Basic understanding of common voice technologies and associated hardware/applications
  • Basic understanding of Linux preferred
  • Provide analysis of utilization/capacity trending and provide recommendations for improvement
  • Provide root cause analysis and solutions for bugs/issues identified in environment
  • Perform analysis, diagnosis and resolution of video encoding/transcoding hardware and implement corrective solutions
  • Consult and help implement current and future video products
  • Conduct daily inspections of video streaming infrastructure
  • Maintain documentation of hardware maintenance, configuration, failures, removal, and installation
  • Maintenance and management of all streaming video and audio, including compression, bit rate management, encoding and decoding
2

Executive Technical Support Engineer Resume Examples & Samples

  • Serve as a point of contact within a team environment for all IT related issues to C-level Executives on a broad range of systems issues
  • Demonstrate issue ownership, and manage incident resolution from end-to-end, marshaling internal or external resources to provide resolutions and information in a highly responsive manner
  • Support and troubleshoot desktop and devices, including Microsoft and Apple products. Additional production systems responsibilities include Windows servers and services, storage, telephony, network devices, video conferencing/media equipment, and other internal applications
  • Coordinate with vendors on maintenance and or replacement of broken or defective hardware
  • Escalate and provide visibility, as appropriate, to senior Technology management
  • Travel to CBS offices and other locations in order to provide offsite support when required
  • At least Seven (7) years of experience in IT
  • 3-5 years of experience in the Technology Service space, including supporting senior executives
  • Strong technical troubleshooting abilities, given the demanding nature of the position and level of the users supported
  • Familiarity and experience with several of the following areas: Mac, PC, Windows systems administration, networking, programming/scripting, database management, network management
  • Previous hands-on experience with iPads, Blackberries, iPhones and other handheld devices
  • Basic networking knowledge (switching/routing, dns, dhcp, tcp)
  • Outstanding communication and listening skills
  • Professional demeanor and ability to interact comfortably with C-level executives
  • The ability and desire to learn a wide range of technologies
  • Highly motivated professional, with the ability to self-manage a high-pressure work load, to complete tasks and projects with an extreme sense of urgency
3

O&t-ncis SME Technical Support Analyst Resume Examples & Samples

  • 5+ years of experience in providing network operations support. Experience supporting a network with 1000+ nodes is preferred. NOC (Network Operations Center) experience is highly preferred
  • Expert level working knowledge of enterprise standard Ethernet media types: Fastethernet, Gigabit and TenGigabit
  • Expert working knowledge of Cisco routers and switches, WANs, (T1, T3, MPLS)
  • Expert knowledge of network protocol analysis using industry standard toolsets such as Niksun NetVCRs, Ethereal Wireshark, etc. Familiarity with Netflow data exports and data collection/analysis
  • Expert knowledge of IPSLA probes, application specific network performance analysis, and TCP/IP optimization mechanisms for maximizing application performance across enterprise networks
  • Expert knowledge of common security threats facing enterprise networks including DDOS (Distributed Denial of Service) and various defensive mechanisms and threat mitigation strategies
  • Any of following Industry Certifications are highly preferred*: a. Cisco Certified Network Professional (CCNP) b. Juniper Networks Certified Internet Specialist/Professional (JNCIS, JNCIP) c. Information Technology Infrastructure Library – Version 3 Foundations (ITIL Version 3) *A commensurate knowledge base in absence of certification is acceptable
  • Language skills beyond English are a plus to work with various support in Asia/EMEA
4

Customer Service Technical Support Executive Resume Examples & Samples

  • Exceptional written skills and verbal skills for email communications and oral presentations
  • Customer service/call center experience desirable
  • Strong knowledge of Internet, browser software, and operating platforms
  • Positive outlook on change and flexible approach to team-based work environment
  • College degree preferred, or experience supporting web and mobile applications along with an understanding of how to troubleshoot browser-related issues
  • LI-JA1
5

Technical Support Resume Examples & Samples

  • Provide technical support to our customers globally by means of telephone, chat and email
  • Maintain an outstanding customer service focus whilst dealing with clients
  • Ensure all team members have the latest information on all ongoing issues by sharing knowledge and updates
6

Technical Support Lead Igrafx Resume Examples & Samples

  • Responsibility for the day-to-day maintenance of the application systems in operation, including tasks related to identifying and troubleshooting application issues and issues resolution or escalation
  • Responsibility for root cause analysis, management communication and client relationship management in partnership with Infrastructure Service Support team members
  • Ensuring all production changes are made in accordance with lifecycle methodology and risk guidelines
  • Responsibility for coaching and mentoring less experienced team members and or acting as a subject matter expert
  • In depth Functional knowledge of the application(s) supported and interdependencies
  • 5+ years’ experience of working in an application support environment dealing with issue resolution, incident management, root cause analysis and functional management of infrastructure support teams
  • 3+ years’ experience of Process Modelling Tool installation, administration and configuration where configuration covers tasks such as setting up standard templates, account management, and the creation of repositories
  • 3+ years’ experience supporting application infrastructure components, in particular SQL server and IIS
  • Experience with MS Visio process models
  • Specific experience supporting and administrating iGrafx Process Modelling toolset including supplementary tasks such as the customization of iGrafx templates (knowledge of iGrafx is a key differentiator for this role)
  • Experience in using and/or supporting OpenText ProVision
  • Awareness of ITIL practices
7

Senior Technical Support Analyst Resume Examples & Samples

  • Design, implement, and maintain a storage management framework that forms a single view for strategic, tactical and operational management of the enterprise storage environment
  • Works with the Platform Server & Storage Architecture and Engineering team to identify requirements for new services and service improvements and ensure that corresponding project plans are developed and executed
  • Collaborate with the Storage Architecture and Engineering team in defining requirements and executing POCs related to storage and data protection services
  • Ensures that storage services are strategically planned and in concert with business objectives
  • Serve as technical lead for large scale storage projects
  • Ability to lead architectural design discussions, obtain consensus among stakeholders and carry those designs through deployment and into operations
  • Initiate need and impact analysis
  • Drive continuous service improvement initiatives relating to the enterprise storage environment
  • Must possess solid skills with EMC VMAX,VNX, Netapp, and HP-9500/XP storage subsystems
  • Strong knowledge of CISCO and Brocade SAN Fabric technologies and operations
  • Participate in a 7x24 on-call rotation
  • Provide day-to-day support for the enterprise storage and data protection environment
  • Ensure that Operational Run books are properly created and maintained for all IOSD provided IT Services within their technology tower
  • Identifies the specific components for the service product catalogs/portfolios in support of storage services
  • Works with the Storage Project Management resources to ensure that the service product catalogs/portfolios properly define all backup/recovery services and that operational readiness requirement are well defined
  • Ensures that services are production ready and available for the customer
  • Identifies the requirements for implementing product roadmaps and associated new services
  • Works with the Storage Project Management resources to identify requirements for the implementation of product roadmaps and the overall impacts to the Service/Product Portfolio
  • Ensures that Storage Hosting services are following a well-defined strategy in concert with business requirements
  • Identifies and develops technical standards for configuring and supporting server hardware/software
  • Documents technical configuration standards and works with the service supplier to ensure that those standards are implemented and maintained
  • Ensures that services follow common standards
  • Facilitates the implementation of new services and service improvements
  • Identifies service improvements and reviews/approve recommendations for new technical services. Works with the Storage Project Management resources to develop implementation plans for service improvements and new technical services
  • Ensures that technical services continue to evolve and provide business-related solutions for the customers
  • Oversees the problem resolution of technical issues and recommend process improvements. When issues arise, works with the service supplier to ensure that proper problem resolution processes are followed. Reviews problem resolution processes and identify/document process improvements
  • Ensures that issues are resolved in a timely manner and that processes used by the service supplier follow continuous improvement. Identifies technical configuration requirements in support of Release Management processes
  • Responsible for researching and documenting technical requirements needed for hardware/software currency
  • Provides hardware/software currency necessary to ensure service availability
  • Oversees the capacity planning and demand management forecasting process for enterprise storage resources
  • Works with the service supplier and the business segments to implement a forecasting process for identifying resource demand for enterprise storage services
  • Ensures that service requirements are properly planned and available in a timely manner to meet customer requirements
  • At least 5-7 years experience in IT support or IT-related activities
  • Knowledge of the overall requirements and best practices for enterprise storage solutions in support of Unix, Windows, VMWARE and Linux server platforms
  • Strong knowledge of enterprise storage (SAN/NAS) processes and the operational requirements of related tools
  • Strong understanding of enterprise storage hardware and software configuration requirements
  • ​Solid experience in an outsource services organization providing infrastructure services. Demonstrated ability to build and maintain strong business and supplier relationships that ensure the successful delivery of IT services that drives benefits to the Segment/BU
  • 8-10 years experience in IT support or IT-related activities
  • Demonstrated ability to build and maintain strong business and supplier relationships that ensure the successful delivery of IT services that drives benefits to the Segment/BU. Additional skills and competencies include
  • Establishing direction and engagement
  • Vendor management and relationships
  • Ability to work independently and priorities workloads
  • Comfort around executive management
  • Peer relationships
  • Focus on customer
  • Acts quickly and decisively
8

Technical Support REP Resume Examples & Samples

  • Communicate accurate status to members of the MTS management team
  • Provide AV installations and support
  • Occasional off-site support
  • Strong customer service skills, positive attitude, excellent problem- solving, communication, and organizational skills
  • Exceptional knowledge of all Microsoft Operating Systems and Mac Operating Systems
  • Strong knowledge of PC and MAC systems, laptops, Blackberry, and printer hardware
  • Knowledge of Video Conferencing setup and troubleshooting
  • Troubleshoot and support Rightfax technology
  • B.A. / B.S. in a computer science related field (or) 3 years’ experience in system administration and support
9

Global Technical Support Team Leader Resume Examples & Samples

  • Familiarity with and understanding of the Bloomberg Terminal, other Bloomberg products, and related technologies
  • Must need fluent level of Japanese
  • The ability to multi-task and resolve complex, service-impacting client issues under pressure
  • Proactive and innovative
  • Project management experience and aptitude
10

Electronic Banking Services Technical Support Resume Examples & Samples

  • Provide technical support in respect of all EB applications
  • Investigate cases escalated from first level support, providing regular updates to both clients and colleagues
  • Achieve monthly and weekly goals for investigation resolution
  • Identify incidents or developing situations such as outages that could potentially lead to client complaints and alert management accordingly
  • Collate and report key team performance metrics (MIS)
  • Continually seek quality and process improvements
  • Represent EBS in cross-departmental meetings, knowledge forums and client conference calls as required
  • Knowledge of Electronic Banking applications is beneficial
  • Experience with managing client relationships and delivering a high level of service
  • Microsoft Office including Excel
  • Client Service
  • Organisational
11

Senior Technical Support Specialist Resume Examples & Samples

  • Recognized as a subject matter expert on at least one OS and proficient in multiple operating systems, including OS performance monitoring, setup, configuration, tuning, and troubleshooting
  • Expert on HTTP, TCP/IP, SNMP and DNS
  • Design, test, implement basic automation workflows for deployments and operational activities
  • Part of 24x7x365 on-call rotation
  • Demonstrate ability to independently triage moderately complex incidents
  • Independently resolve moderately to highly complex system and application incidents
  • Comfortable presenting issues to management as well as peers, both written and verbally in a concise fashion
  • Able to create system and production documentation, adhering to organization standards
  • Able to create concise and accurate documentation for Level 1 staff for the resolution of simple to moderate incidents/issues
  • Proven experience with system analysis and design, development, and testing
  • Demonstrated release management experience with large, multi-platform implementations and technology stacks
  • ITIL V3 Foundations Certified
12

Senior Technical Support Specialist Resume Examples & Samples

  • Install, configure, and manage all aspects of the Server environment including creating virtual machines, installing new servers, basic storage management and troubleshooting performance issues
  • Diagnose production problems on ESX/Windows/Linux hosts
  • Ability to ensure coordination/integration with Storage, Network, & Database systems specialists and clients
  • Serve as an escalation point for technical issues that affect parks and resorts
  • Troubleshoot technology issues, using various internal and external resources
  • Follow policies and procedures for change and incident management. Run projects from functional and technical perspectives
  • Work with other functional areas to facilitate resolution of customer issues and product improvements. Ability to work with reports in Excel, analyze data, and make meaningful conclusions based on quantitative analysis
  • Server patching, Server OS maintenance of guests, Server validation of configuration
  • Must be available 24/7 for escalations
  • Minimum of five years experience in VMware ESX/ESXi Administration
  • Minimum of five years experience in Windows Operating Systems and LINUX Operating systems
  • Experience with private and public Clouds
  • Scripting background (Power Shell or VBScript) a plus
  • Experience with VMware management / capacity tools is a requirement
  • Knowledge of SAN Storage
  • Knowledge of middleware and eventing technologies
  • Working knowledge of ITIL processes
  • Displays willingness to accept responsibility, display inititiative, good judgement and a positive additude
  • Appropriate blend of sense of urgency, strong results orientation and delivery focus
  • Knowledge of security based best practices
13

Global Technical Support Student Placement Program Resume Examples & Samples

  • Day to day support of all our customers from global financial hubs including Sydney, Tokyo, London, & New York. Support is primarily over the phone, via Instant Bloomberg (IB) chats, and e-mails
  • Effectively manage the support process by communicating with customers to gather information quickly, present ideas in a user-friendly language to non-technical users, and document in detail steps taken to resolve the issue
  • Respond to customer requests for technical resolution, using technical product knowledge, and analytical skills while adhering to sound technical principles, standards and practices
  • Establish and maintain relationships with customers to communicate technical issues & requirements to remedy and/or prevent service outages issue
  • Establish and maintain relationships with customers to communicate technical issues & requirements to remedy and/or prevent service outages
  • Knowledge sharing and communicate updates amongst the team to ensure all team members have the latest information on all ongoing issues
  • Escalate issues as required, acting as the liaison between the customer and escalation points such as Network Operations, R&D, Engineering, and other internal departments. An exciting career path awaits you ahead. Your career path may include moving within the Technical Operations department into groups such as Information Systems, Network Operations, and Customer Account Management Support or across the organization into departments such as Analytics, Enterprise Solutions, and Trading Solutions
  • Are working toward a bachelor's or graduate level degree
  • Can work full-time during the summer and fall
  • Have Hong Kong citizenship or are approved to work in Hong Kong
  • Will graduate between September 2015 and August 2016
  • Excellent verbal and written communication skills in English and fluency in Cantonese and Mandarin is a must
  • Ability to work independently and prioritize multiple tasks quickly and efficiently is a must
  • Ability to manage time in a high activity, high transaction, ever changing environment is a must
  • Strong interest in customer service and technology is a preferred
14

Senior Technical Support Analyst Resume Examples & Samples

  • Develop an in depth functional understanding, including needs of clientusers, of the Sabre PMS and its value in the Hospitality industry
  • Develop an in depth technical understanding of the Sabre PMS application andall connected interfaces
  • Ability to understand application performance and drive improvements/addresschallenges
  • Assist with technical escalations and any crisis management events
  • Identify and propose defect prioritization and enhancement opportunities toimprove customer satisfaction of product and support
  • Serve as a 3rd level support contact in support of Customer Care teams
  • Address customer inquiries/issues via case-based workflow system and meetSLA’s and goals
  • Oracle SQL packages/procedures
15

GEN Technical Support Resume Examples & Samples

  • Applied skills and experience in videoconferencing, telecommunications, networking, A/V integrators and unified communications industry related course delivery (required)
  • Professional high-tech sales engineering experience with one or more technology products including Video MCU's, Servers, Gateways, Gatekeepers, Video Conferencing End-points, voice/VoIP products, LAN/WAN configurations such as Routers/Switches (required) and Unified Communications Solutions (Microsoft, IBM, Cisco, Avaya/Nortel, Alcatel-Lucent)
  • Certification in Microsoft (preferred)
  • Certification in VMware (preferred)
  • Strong demonstrated interpersonal skills and strong verbal/written communications skills
  • Possess good written and verbal English communications skills, other languages skills will be highly considered
16

Senior Technical Support Analyst Resume Examples & Samples

  • Play a leading role in developing and maintaining positive relationships with business unit partners and with technology teams
  • Responsible for meeting effective, timely, quality, and documented solutions to technical issues
  • Contribute to on-going department process development and improvements
  • Provide technical support for customer-facing web and other client-server applications
  • Supervise the Level II Technical Support Team, and act as escalation point
  • Lead on identifying and tracking escalated customer issues
  • Prioritizes what technical issues should be worked immediately to gain the best efficiencies possible
  • Bachelor's degree or appropriate combination of education and experience is required
  • High sense of urgency and attention to detail required
  • Previous management and\or supervision experience in the work place is required
  • Demonstrated ability to train and mentor others
  • Strong ability to prioritize and organize numerous job assignments is required
  • Strong problem solving and leadership skills required
  • Experience in a production environment supporting mission-critical applications is desired
  • Good understanding of OSI model and network communication protocols (TCP/IP, ICMP, UDP, FTP, etc.)
  • Good understanding of network management and support technologies such as content filtering, caching, proxies, firewall, Active Directory, Novell Netware, etc
  • Familiarity in working with protocol analyzers, proxy servers, and packet interception utilities preferred
  • Basic understanding of DNS, firewall, load balancing, SMTP technologies preferred
17

Global Technical Support Summer Internship Singapore Resume Examples & Samples

  • Day to day support of all our customers from global financial hubs including Sydney, Tokyo, London, & New York. Support is primarily over the phone, via Instant Bloomberg (IB) chats, and e-mails
  • Effectively manage the support process by communicating with customers to gather information quickly, present ideas in a user-friendly language to non-technical users, and document in detail steps taken to resolve the issue
  • Respond to customer requests for technical resolution, using technical product knowledge, and analytical skills while adhering to sound technical principles, standards and practices
  • Establish and maintain relationships with customers to communicate technical issues & requirements to remedy and/or prevent service outages issue
  • Establish and maintain relationships with customers to communicate technical issues & requirements to remedy and/or prevent service outages
  • Knowledge sharing and communicate updates amongst the team to ensure all team members have the latest information on all ongoing issues
  • Escalate issues as required, acting as the liaison between the customer and escalation points such as Network Operations, R&D, Engineering, and other internal departments. An exciting career path awaits you ahead. Your career path may include moving within the Technical Operations department into groups such as Information Systems, Network Operations, and Customer Account Management Support or across the organization into departments such as Analytics, Enterprise Solutions, and Trading Solutions
  • Are working toward a bachelor's or graduate level degree
  • Can work full-time from May - August 2015
  • Will graduate between September 2015 and August 2016
  • Excellent verbal and written communication skills in English and another asian language is an advantage
  • Ability to work independently and prioritize multiple tasks quickly and efficiently is a must
  • Ability to manage time in a high activity, high transaction, ever changing environment is a must
  • Strong interest in customer service and technology is a preferred
18

Technical Support REP Resume Examples & Samples

  • Teaching classroom lessons for employees
  • Develop / modify classroom material
  • Ensure System Specialists are progressing through their employee progress plans
  • Perform on the job site visits to aid in training for the technician and to ensure quality of subcontractor installations
  • Keep a log and or a transcript to monitor the progress for all employees for documentation and effective measuring purposes
  • Perform maintenance or repair of all training hardware (large training boards, training cubes, PC’s, laptops, etc)
  • Attend and or perform Lead Tech Committee meetings
  • Document questions that come from the field tech support for measurement purposes
  • Oversee and report in documented form all quality control issues that need to be resolved by employees and subcontractors to supervisor and Operations Manager
  • Maintain accurate product testing atmosphere and product testing boards
  • Provide timely and accurate answers to technical questions for employees
  • Perform job site inspections and provide training on implementation of ALC product for technicians and subcontractors
  • Provide engineering feedback on technical documents to engineering department to streamline quality assurance
  • Use product testing to make suggestions for additional products we are not currently testing
  • Perform subcontractor training in classroom environment as needed
  • Utilize product testing findings to improve training boards in training facility
  • Finance
19

Senior Technical Support Specialist Resume Examples & Samples

  • Monitor, measure, evaluate, and report on performance requirements metrics for Desktop/Laptop, Mobile and Wireless devices Integration and Test Effectiveness for new and upgrade implementations, and Local Area Network (LAN) for Vendor performance
  • Technical assessment of vendor white papers, proposals, deliverables, and work requests
  • Participation in meetings and conference calls with ICF International, government, and contractor staff, and serve as a lead/subject matter expert to discuss hardware and software implementations specific to desktops/laptops, mobile and wireless technology, office and end user productivity, email, and SharePoint software and associated hardware
  • Review and recommend determination of payment for IT Infrastructure contractor Cost Plus Fixed Fee (CPFF) invoices
  • Preparation and writing of deliverables and reports to include the writing of weekly and monthly reports
  • Respond to ad hoc customer requests including evaluation and assessment of technologies and providing assessments and recommendations
  • Review of ICF International, government, and contractor technical documentation for accuracy and completeness
  • 5+ years supporting desktop/laptop, mobile and wireless hardware and software services
  • 5+ years Systems Engineering experience to include quality assurance reviews, critical analysis and assessment, and writing and reviewing IT infrastructure technical analysis and evaluation reports
  • 5+ years of requirements management experience in reviewing and writing requirements, Statement of Objectives, Work Requests, Task Orders, proposals and technical approaches
  • 4+ years overseeing End User Support Services (EUSS) lifecycle engineering for new and upgraded technology integration testing projects using industry best practices and standards
  • 3+ years delivering oversight services for a full-range of IT services in the area of End user computing
  • Experience with Performance Requirements Summary (PRS) monitoring, evaluation and reporting for IT Infrastructure services outsourcing contracts
  • Demonstrated capability to review and reconcile Cost Plus Fixed Fee (CPFF) IT services invoices
  • Experience with Microsoft Office 365, Email, and SharePoint and other end user and desk/laptop/mobile services
  • Cloud service experience related to end user services integration to back end data center operations including on the Cloud
  • Experience with IEEE 1012-2012 standard for IV&V
  • Excellent planning and organizational skills
  • Team player with the ability to adjust work pace to match client priorities and competing demands
  • Demonstrated outstanding level of professionalism in providing high-level client support, including ability to exercise good judgment, discretion, tact, and diplomacy
20

Senior Technical Support Analyst Resume Examples & Samples

  • Support Client testing on the Visa Integrated Payment Systems for PrePaid Products and Services
  • Support business suite of applications and tools - Test Transaction Processing Environments and stimulators
  • Proactively identify and address issues with support from management and proposes design/technical solutions
  • Sustain and enhance key relationships with internal and external stakeholders
  • Develop test plans, design and test cases as appropriate
  • Identify test dependencies, environment and data requirements
  • Responsible for review of functional and technical documentation to ensure testing is being executed in an efficient manner, allowing for an appropriate level of risk
  • 8 years of Industry / Technical Experience
  • Previous testing experience
  • Proficient in performing causal analysis to identify changes to improve processing performance and/or client profitability
  • Experience working directly with client resources who are technical and non-technical
  • Proficient in managing and presenting ideas and data using desktop tools such as MS Word, Excel, Visio, and PowerPoint
  • Experience in IBM/MVS, Tandem
  • Knowledge of PrePaid a must
  • Basic understanding of HTTP communication protocols
  • Understanding of basic SCM concepts such as versioning and release management
  • Knowledge of a variety of technology sets such as Microsoft .NET, Java, XSLT, etc
  • VBA/Java script programming capability
  • Familiar with VTS-VIP, Edit Package
  • Understanding of Visa’s Operating Regulations a plus
  • Familiar with ISO 8583 messages and flow
  • Understanding of authenticating and authorizing access to data and functions via Web Services
  • Experience troubleshooting issues with web service messages
  • Previous experience with XML toolsets such as Xml Spy or a comparable tool
  • Experience with SOA Test or comparable web service testing toolset
  • Familiar with HP ALM or Comparable tool
  • A proven track record for making sound business decisions, setting direction and managing both short and long-term goals to achieve high quality operational results and customer commitment
  • A demonstrated ability to work in a high-pressure environment with minimal errors
21

Day of Installation Technical Support Resume Examples & Samples

  • Maintains a daily operational record which includes account credits,escalation of issues, and referral requests
  • Provides advanced technical assistance with all troubleshooting for Technicians, Customer Account Executives, and fellow employees to allow successful completion of customer orders
  • Updates remedy customer-reported tickets that require a truck roll
  • Analyzes data from all available resources to determine whether it is a customer premise problem or whether it is a network issue
  • Uses trouble ticketing system to accurately document problems including diagnostic results and multiple product correlation, as well as escalation and repair performance information
  • Provides coaching documentation to cross-functional areas associated with work order non-compliance and customer impacting order fulfillment
  • Helps assess trends in incoming call volume and recommends correction action AKA Education, training, etc
  • Maintains a daily operational record which includes account credits, escalation of issues, and referral requests
22

Rohq-cti-wintel Infrastructure Technical Support Resume Examples & Samples

  • Assist customers with the planning and design of system architecture
  • Root cause and failure analysis to resolve systems problems
  • Produce a plan for upgrading and/or replacing the non-supported hardware and software
  • Prior experience managing systems for High-Availability and Disaster Recovery
  • Automate common manual tasks and processes
  • Subject matter expert in cloud / virtualized consulting solution offerings
  • Perform site COB drills and participate in application COB drill to meet the business COB requirements
23

Technical Support Resume Examples & Samples

  • Bachelors degree in Business, Financial, or Technology related field preferred
  • 1 to 2 years of customer service support. Previous experience in the financial service industry
  • Experience supporting Microsoft Windows O/S and Microsoft Office Suite
  • Familiarity with ticketing system like FrontRange Service Management
  • Experience with ITIL methodology, primarily incident and problem management
  • Working knowledge of networking concepts and protocols
  • Team player with a strong work ethic and operates with a sense of urgency
  • Customer service focused with professional, calm, and courteous telephone
  • Strong knowledge of hardware, software and related technology
  • Flexible, fast learner with the ability to multi-task and work well under pressure
24

Mgr, Technical Support Resume Examples & Samples

  • Coordinate all department activities to ensure the efficient, effective operation of the department and to ensure adequate coverage for normal services and special events
  • Establish, in coordination with the Customer Care Director, training programs as necessary to ensure adequate on-going training of all customer care employees
  • Identify and formulate trends and resolutions which will ensure follow-thru and reinforce internal external customer satisfaction
  • Demonstrate leadership and communication skills to foster a high level of employee satisfaction and update the Customer Care Director of all developments and issues of operations
25

Centralized Technical Support Resume Examples & Samples

  • Monitoring Problem Management system for ticket progress (only CTS Tickets)
  • Track and handle CTS problem management queue
  • Provide basic “on-the-job” training to end-users
  • Performing software issues / Fix activities
  • Perform remote control on user PC to solve problem
  • Forward unsolved problem ticket to relevant resolver group (only CTS Tickets)
  • Document additional resolution scripted procedures for Customer Service Representative
  • Update knowledge base documentation
  • At least 1 year experience in CTS representative
  • At least 1 year experience in Windows 7
  • At least 1 year experience in Lotus Notes
26

Senior Technical Support Specialist Resume Examples & Samples

  • This role is responsible for decisions related to prioritization and escalation of production events & incidents, technical & business communication on impairments, production service change approval, problem management validation & continuous improvement scoping & prioritization
  • The Incident Availability Manager function for Walt Disney Parks & Resorts Technology includes On-line/eCommerce, Mobile, Transaction Processing Systems, and in-Park and Experience Systems
  • Serve as a consultant and mediator for technical challenges
  • Partner with the Customer Care function for WDP&R Technology, ensuring rapid response and escalation of technology incidents and impairments
  • Demonstrated expertise in leading triage & integration functions on enterprise-scale solutions
  • Bachelor of Science in Computer Science, Computer Engineering, or related discipline, or equivalent experience
27

Project Technical Support Japanese Shenzhen Resume Examples & Samples

  • Provide help desk support to customers
  • Handling telephone calls, e-mail
  • Verify and log every call by following predefined policy and procedure
  • Diagnosing problems and determining the severity
  • Referring problems to supporting groups
  • Updating the user on the call status, and confirming with the user that problem is fixed
  • At least 3 years experience in AIX Server Administration,Linux Server Management Skill
  • Japanese: Fluent
28

Senior Technical Support Specialist Resume Examples & Samples

  • Provide exceptional customer service while responding to telephone calls, e-mail and personnel requests for technical support. Track & monitor the problem to insure a timely resolution and follow-up
  • Works with end users and other help desk specialists to resolve simple to complex information system problem
  • Documents, logs and tracks all information relating to customer problems in the Help Desk information database
  • Maintains active communication with DC Site Support Specialist and DC Office Manager
  • Works closely with the Supervisor to escalate unusual or recurring problems
  • Maintains working knowledge of all Firm-deployed applications
  • Apply functional knowledge and troubleshooting skills to resolve issues related to problems with Blackberry devices, Remote Access capabilities (VPN, Citrix, RSA tokens, etc.), Document Management System (preferably FileSite), MS Outlook (delegates, rules, etc), Hardware, Printers & other network devices (Issues are not limited to these areas)
  • Seeks out opportunities to maximize help desk and desk side support efficiencies, and improve client service levels
  • Installs PCs and related hardware; investigates hardware problems and performs minor repairs
  • Interfaces with vendors and internal IT groups for resolution of telecom, video-conference, network, systems, and/or other related hardware problems
  • Uses advanced technical tools, resources, and knowledge to meet or exceed performance standards and expectations
  • Demonstrates knowledge regarding lifecycle management of hardware/software, uses tools to track hardware changes
  • Recognizes and analyzes trends with trouble tickets, informing management when necessary
  • Develops documentation, enabling knowledge-sharing across the department
  • Proactively champions internal department projects and programs
  • Leads by example, exercising good judgment and professionalism
  • Performs other work related duties as assigned
  • Ability to understand and assimilate to the organization's culture, philosophy and values
  • Ability to demonstrate analytical problem solving skills by balancing the use of trouble shooting tools with a practical application of experience and creativity in minimal time
  • Ability to understand customer needs and expectations, provide excellent service in direct and indirect manner, and fulfill customer expectations
  • Ability to relate to non-technical users in user-friendly language
  • Ability to manage multiple and sometimes competing priorities to meet all deadlines
  • Willingness to receive constructive criticism or feedback on job performance and adjust work habits as necessary
  • Proactively seeks out and attends on-going training for career development
  • Ability to work effectively in a culturally and educationally diverse environment
  • Manages multiple concurrent objectives or activities, balancing priorities and allocating time effectively
  • Thorough and accurate documentation of trouble tickets, capturing new information in Knowledge base articles
  • Strives to improve expertise in work environment by research, studies, formal education, or training
  • Minimum of 7 years of experience in a technical Help Desk capacity. Law firm experience preferred
  • Associate’s Degree in Computer Science or completion of a program at a recognized technical institute preferred
  • Excellent telephone etiquette and command of the English language with a demonstrated ability to maintain a customer service focus and attitude at all times
  • Prior experience and proven success in a work from home capacity preferred
  • Experience with mobile devices, and document management systems preferred
  • In depth knowledge of Microsoft Office 2010
  • Experience with mobile devices, including but not limited to Blackberry, iOS and Android devices in an enterprise environment
  • Broad application support experience in a legal environment
  • Knowledge of video-conferencing and telecom support
  • Working knowledge of a range of diagnostic utilities
  • Knowledge of asset tracking tools and processes
29

Technical Support Resume Examples & Samples

  • Maintain a professional and mature attitude providing the highest level of support for customers at all times
  • Perform project work such as result processing, monitoring and associated tasks
  • Keep management informed of significant changes in performance of applications
  • Look for opportunity to avoid operational trouble areas
  • Document procedures as necessary and submit knowledge base articles as needed
  • Utilise Knowledge base tools to effectively trouble shoot issue with minimal 2nd level support
  • Maintain accurate escalation documents following up on all issues from telephone calls, incidents or e-mail enquires
  • Meet call time goals for optimum productivity and department service level goals
  • Fluent in both written and spoken Mandarin
  • Fluent in both written and spoken Korean
  • Fluent in both written and spoken English
  • General knowledge of internet communication and networking configurations and troubleshooting
  • Effective planning and prioritizing skills
  • Quick learner and ability to adapt to new systems and operating environments
  • This position requires the individual physically perform the job duties in the Support Centre, except when assigned to an offsite support event
  • High school diploma required, Bachelors/Associate degree strongly preferred
  • Qualification in ITIL or similar preferable
  • MS Exchange & Active Directory support
  • Previous experience of living and working in the location/region
  • Commercial Awareness
  • Organizing
  • Collaborative Working
  • Listening & Communication
  • Commitment to improving quality
  • Performance Maximization
30

Technical Support Resume Examples & Samples

  • 1-5 years' experience in the PC/Networking industry
  • Knowledgeable in the troubleshooting of both hardware and software in a Windows environment
  • Working knowledge of TCP/IP, Subnet masking, DHCP and Firewalls
  • Working knowledge of routers, switchers, Wireshark, SAN, NAS, and NAT
  • Prior experience in a technical support/help desk position
  • A+, Networking+, CCNA, MCSE or MCP
31

Executive Technical Support Engineer Resume Examples & Samples

  • Interview user to Successfully collect information regarding the problem to achieve prompt resolution
  • Prioritize incoming workload based on urgency and impact to the business
  • Log and track workload ensuring documentation reflects support actions provided
  • Work with procurement staff to purchase hardware and software
  • Assess functional need to determine specifications for purchases
  • Maintain ability to work independently in a team environment
  • Assist in enterprise project related initiatives
  • Minimum of 5-7 years of experience in technical support with PC/MAC operating systems, networking and application support
  • Advanced knowledge of computer/server/network troubleshooting
  • General knowledge of ticketing software and associated ITIL support processes
  • Advanced working knowledge of Microsoft operating systems, Apple Operating Systems, Active Directory and Specialties
  • The Key Performance Indicators are representative of the departmental and individual performance expectations
  • Customer Satisfaction (SLO 4.5 >)
  • First Contact Resolution (SLO 85% >)
  • Working knowledge of BlackBerry devices and programs primarily focused on end user devices required
  • Experience in Video Conferencing support required. Other
  • Possess and demonstrate excellent organizational, interpersonal, facilitation, oral and written communication
  • Ability to work under minimal supervision, independently and/or as a member of a project team
  • Ability to multitask and to prioritize workload under tight deadlines in a fast-paced environment – must escalate appropriate issues to management in a timely fashion
  • Must be detailed oriented – with strong attention to accuracy and problem solving. "Following-up until resolved" skills are a must
  • Skills in Microsoft office (Word, Excel, PowerPoint, Outlook, etc.)
  • Ability to work in a matrix organizational structure
32

Senior Technical Support Analyst Resume Examples & Samples

  • Administration – duties that tend to be standard protocol/scripted procedures used to document volume/issues and provide the most basic user service (e.g. resetting password, virus tracking and assistance)
  • Bachelor’s degree or equivalent work experience of 2 to 4 years in information systems
  • Customer service experience a must
  • Experience in a systems & technology organization a plus
  • Educates customers on technical issues with accurate and effective strategies in a courteous, professional and timely manner
  • Can effectively manage given tasks and projects in a timely and efficient manner
  • Maintains effective working relationships with peers, managers, and customers
  • An overview understanding of Mainframe, mid-tier, and PC/LAN connectivity, and operating network environments with 2 to 4 years in IS or equivalent work experience
33

Contributor Technical Support Resume Examples & Samples

  • Contribute to and maintain system standards
  • 3-5 year’s System administration experience
  • Experience in ITSM & ITIL methods
34

Corp-technical Support Resume Examples & Samples

  • Proactive positive and focused on continuing their learning attitude
  • Count on computer skills that allow them to be guidance and support for our end users
  • Excellent writing and use of Spanish and English
  • Empathy, kindness and courtesy
  • High aspirational
  • They like to foster a good working environment
  • Knowledge of desirable programming
  • Basic knowledge on communication networks
  • General knowledge of the operation of servers
  • General knowledge of Data Base desirable
35

Centralized Technical Support Resume Examples & Samples

  • Monitoring Problem Management system for ticket progress
  • Performing software Break / Fix activities
  • Perform remote take-over to solve problem
  • Provide guidance to DCS for onsite interventions
  • Document additional resolution scripted procedures for CSC
  • At least 1 year experience in Windows
  • At least 2 years experience in Desktop Support Representative
36

Technical Support REP Resume Examples & Samples

  • Participation in training sessions
  • Cooperation on special projects
  • Associate's or Bachelor's degree strongly preferred, or equivalent work experience in a related discipline required
  • Requires at least one year of experience in a similar position, strongly prefer prior experience with technical support and customer service in a call-center environment
  • Strong problem solving and customer service skills necessary
  • Solid working knowledge of PC based computer hardware and software required; experience in a software development customer service environment preferred
37

Senior Technical Support Analyst Resume Examples & Samples

  • Defines the quality space and roadmap to address it emphasizing development processes and testing
  • Typically requires a minimum of 8 years' experience in a QA/development role in software, financial or information services
  • Must be a self-starter with proven abilities in organizational, conceptual, and logical problem solving
  • Ability to manage assignments that are of diverse scope and complexity and require significant initiative and judgment
38

Technical Support REP Resume Examples & Samples

  • Troubleshoot subscriber calls for all Digital Phone Residential Customers
  • Troubleshoot subscriber calls for all Video Residential Customers
  • Review the service calls as they are scheduled by the Call Center Associates to
  • Must be able to multi-task and prioritize
  • Current working knowledge or familiarity of latest technologies, networking equipment, and tools
  • Associate Degree preferred in related field
  • One year previous help desk support experience preferred
39

Director, BC Technical Support Resume Examples & Samples

  • Draw upon direct reports, and indirect resources to pave a cultural foundation of customer value and trust based upon common concern for the customer
  • Oversee operations of customer service related to call center functions
  • Monitor key performance metrics that provide a daily view of call volume, service level, response times, FCR, CSAT, MTTR, and QA monitoring
  • Drive the organization to continued improvement and achievement of goals related to metrics. Provide both short and medium range planning to insure the organization’s capability to meet the needs of our internal and external customers, including sales growth, new product introductions, and technology driven changes
  • Work with the Business Services Customer Care centralized workforce management team to insure that proper staffing levels are maintained and that personnel are trained properly on new products and tools relative to Technical and Advanced Product Support
  • Minimize unnecessary turnover and associated cost by implementing and maintaining programs that provide employees with a positive work culture
  • Partner with other departments to drive increased customer satisfaction scores in relation to the service and performance of customer services
  • Develop and promote an organizational culture of positive and professional work practices, in compliance with all company and government standards
  • Manage an organization that has both a routine of transactional output regarding general response to service concerns, but also has a non-recurring nature due to the many complex order types that we offer customers here at TWC Business Class
  • It will be required that the APS team collaborates with its peer APS groups around the country to implement more cross-training so that calls can be shared more efficiently if needed for disaster recovery, extreme weather or other force majeure conditions, etc
  • Responsible for providing resolutions for customers who experience service interruption concerns. It is vital to resolve their issues in order to maintain customer satisfaction, retention, and continued revenue generation
  • Manage employee expense for employees in the Technical Support and APS organizations in Austin. Collaborate with the centralized Business Services Customer Care Business Process team and the other Business Services call centers across the country on continued best practice identification and standardization. This is aimed to improve efficiency, enable virtualization and increased disaster recovery capability, and an improved customer experience
  • Work to build a culture of employee engagement with a primary focus on coaching and developing agents and leadership for optimum performance
  • Bachelor’s Degree required
  • 7 plus years leadership experience required
  • Experience in technical support call center environment required
  • Lead technical call support group for commercial clients preferred
  • Candidate must be willing to work in an entrepreneurial environment requiring broad experience, adaptability, and excellent problem solving skills
  • Must have excellent oral and written communication skills and strong collaboration skills, and be capable of translating other department’s activities and standards to its positive (or negative) effects on the customer experience
40

Technical Support Resume Examples & Samples

  • By setting up scenarios and testing applications to research application issues
  • According to the defined explicitly process to support cusomers, analyze customer configuration, solve the problem by the specific situation
  • Providing expertise make specific performance or functional test and resolve performance issues regarding the applications
41

Senior Technical Support Analyst Resume Examples & Samples

  • Manage 2nd level technical support and operational customer service needs for Visa Client Institutions using one or more of the Visa supplied software products and provide reporting and portfolio management for assigned products
  • Ensure Level 1 support service levels are met or exceeded
  • Perform network / system diagnostics and transaction research to analyze and resolve endpoint problems in both the test and production
  • Understand customer needs, business requirements, and priorities. Develop solutions and recommendations based on business needs
  • Experience in testing web technologies, services, and physical devices. Understanding of Java technologies, XML, JS, CSS, and HTML
  • Knowledge in Microsoft .NET, Java, VB and Java script programming capability
  • Proficiency in Automation Testing Tools
  • Knowledge in SQL methodologies
42

Senior Technical Support Analyst Resume Examples & Samples

  • Subject Matter Expert in areas of responsibility and tools required for functional support
  • Demonstrates consultative skills within areas of expertise
  • Proactively expands industry knowledge
  • Mentors Technical Support Analyst
  • Manages assignments that are of diverse scope and complexity and require significant initiative and judgment
  • Utilizes defined processes and tools
  • Raise awareness of issues found in test projects
  • Seeks guidance for potential issue resolution
43

Day of Installation Technical Support Resume Examples & Samples

  • Provides comprehensive order and day of install support including date reconciliation, static IP support, billing/provisioning codes application, split orders, reschedules, port failures, toll free fallout, directory listing fallout, day of install support for out of service conditions, LNP fallout, NPAC/ NPS task completions, validation and correction of any revenue impacting discrepancies, day of install voice feature and switch issue resolution
  • Recommends best-in-practice processes and procedures and changes in processes and procedures
  • Performs order entry as required and coordinates the resolution of order discrepancies for customer service orders directly with third party entities and customers both internal and external
  • Collaborates with carriers as the need arises to resolve order issues
  • Documents and tracks incidents for future trending and analysis, as well as escalation and repair performance information
  • Provides coaching documentation to cross-functional areas associated with work order noncompliance and customer impacting order fulfillment
  • Serves as subject matter expert on all products as well as processes specific to the assigned job group
  • Provides pre-setup work to ensure all services are qualified to be installed and ensures FOC/TPV is set up for all lines of business in order to meet the original time frame commitments made to the customer
  • Runs updates and reports to identify system fallout and communicate or resolve as appropriate
  • Works across various applications to perform service delivery, error resolution, or performs manual work activities to resolve technical and procedural issues
44

DB for z / OS L Technical Support Resume Examples & Samples

  • Excellent programming skills in any major computer language
  • Excellent and professional communication skills
  • Knowledge of assembly language is a plus
  • Knowledge of System z architecture is a plus
  • Previous database knowledge is a plus
  • Smart, quick learner and strong analytical skills
45

Technical Support Resume Examples & Samples

  • Strong hardware trouble shooting skills
  • Ability to respond to technical issues in a timely fashion with an emphasis on customer service
  • Manage and prioritize multiple tasks under pressure
46

Technical Support Resume Examples & Samples

  • On-boarding new commercial client’s requested treasury management products and services through administrative input using bank software and controlled parameters. Working with various internal and external groups to ensure accurate implementation while adhering to documented service level agreements
  • Monitoring and participating in the resolution of any technical or operational problems regarding the bank or customer software using call center or email channels. Performing problem resolution expediently, working with both internal departments and outside vendors, often times enlisting appropriate escalation resources when needed. This may include Remote Deposit Capture (RDC) scanner troubleshooting, general software operational questions, corrupted software issues or printer problems
  • Performing client maintenance as requested according to the appropriate procedure. Adhere to documented service level agreements
  • Completing backroom functions including monitoring systems for proper file loading, processing outgoing wire transfer requests, processing in-bound wire transfer advices and account reconciliation
  • Collaborating with Treasury Product Management and IT to test product upgrades
  • Communicating effectively by telephone and in writing with customers regarding account issues. Logging and tracking customer calls using a centralized database with resolutions input into a knowledgebase repository for future resolutions
  • Researching more complex client issues through diagnosing and resolving using available resources. Escalating priority issues to management
  • Establishing and maintaining all procedures as related to the technical support of Treasury Services
  • A minimum of a High school diploma or GED, and 2 years post-secondary education or equivalent is required. A Bachelor’s degree is preferred
  • A minimum of 1 years or more custom facing, customer service experience is required. A preference of 1 year of experience with a PC based client facing system in a financial institution
  • Must be able to demonstrate previous successful experience performing the following key skills
47

Senior Technical Support Analyst Resume Examples & Samples

  • 2+ years' experience specialising in the configuration, maintenance and administration of MS Exchange, Active Directory Architecture and related technologies
  • Previous experience with upgrades and migrations of MS Exchange and Active Directory domains would be an advantage
  • Experience implementing and/or supporting Lync or Skype
  • Knowledge of PowerShell and Scripting
  • Experience in virtualised environments using VMWare and/or Hyper-V
  • Good understanding of networking in a server and desktop environment
48

Overnight Mgr, Technical Support Resume Examples & Samples

  • Hours for this position are 6PM - 3AM**
  • Oversee day to day operations for a group of Supervisors to ensure customer satisfaction and loyalty
  • Ensure achievement of all key operating metrics for the call center
  • Facilitate open communications between representatives, supervisors, peers, departments, systems and region
49

Technical Support Dispatcher Resume Examples & Samples

  • Responsible for receiving electronically submitted requests for support and distribution of requests to appropriate support analysts
  • TSD reviews each client request and assigns it to an individual analyst with the appropriate knowledge and expertise
  • TSD ensures that requests for assistance by satellite offices worldwide are escalated to more experienced support analysts
  • Assist with overflow of calls and assist North American customers with general Maximo related issues
  • Learn and understand support structure to ensure timely resolution of issues
  • Demonstrated communication skills (written, spoken)
  • Email knowledge with Lotus Notes
  • Experience with Retain or similar Customer Relationship Management (CRM) software
  • Ability to follow standard procedures
  • Able to work with Microsoft Office (Word, Excel)
  • Some knowledge of SQL and Databases
  • Coop or internship program enrollment is mandatory
50

Technical Support Resume Examples & Samples

  • Data Network; LAN & WAN (Cisco certifications welcome)
  • Windows server basic administration
  • Web server administration and maintenance; basic IIS and Apache
  • Database administration and maintenance: MSSQL, Oracle
  • Virtualization knowledge (VMWare knowledge preferred)
51

Senior Technical Support Specialist Resume Examples & Samples

  • Assists customers by providing support and troubleshooting of FreightWatch and Sensitech products, computer hardware and software
  • Researching, responding, and resolving various customer inquiries received via telephone, e-mail, and voice-mail
  • Ability to learn the company products, their technical requirements and modes/methods of operation
  • Speak to the end user at their level of expertise to solve problems via face to face interaction, telephone, remote pc applications and/or e-mail
  • Responsible for maintaining a high standard of customer satisfaction while following FreightWatch and Sensitech policies, procedures, and warranties
  • Collaborate with cross functional departments including internal and external sales personnel ensuring that technical support issues are properly addressed including the use of the CAPA/CAR process
  • Off hours on-call requirements
52

Program P&W Technical Support Resume Examples & Samples

  • Support the timely delivery of V2500 propulsion system for the Airbus A321 Aircraft as a member of the Airbus Operations Production Team, consisting of assigned IAE/P&W representatives/propulsion system engineers and mechanics, as directed by the PLM site Manager
  • Coordinate with all team members to perform various engineering tasks. These tasks are to be conducted in a cost-effective manner and to comply with customer requirements. The tasks are to be executed within the guidelines of the established production interfaces with P&W Engine assembly sites, UTAS, Airbus and Airline customer personnel, involved in the production, modification, acceptance test and delivery of IAE/PW powered aircraft. site is scheduled to deliver their first V2500 (CEO) propulsion systems in January of 2016
  • Work with the Airline on-site representatives in coordination with the Airbus final assembly line (FAL) Aircraft Delivery Manager to ensure that any issues are dealt with in a timely manner and satisfactorily resolved
  • Perform and coordinate production flight line technical and program support ensuring expedient fault finding in support of P&W responsiveness requirements to Airbus per the Commercial agreement
53

Senior Technical Support Analyst Resume Examples & Samples

  • Ability to trouble shoot simple to complex problems
  • Learn new technology to become proficient in its use to provide the most cost-effective technology support solutions
  • Need to have a good knowledge of Industry and Scotiabank technology & security standards which will be applied and enforced by the incumbent on day to day basis
  • Areas of expertise will range from operating system, database, web applications, Web Servers, networking and desktop tools
  • Strong knowledge of interoperability workings of all these technical components is required
  • Required to identify improvements to all operational support activities as well as maintain accurate and up to date operational manuals for day to day activities
  • Detailed oriented identifying, solving and improving issues around code promotions
  • Microsoft SQL Server 2008R2 and above
  • Microsoft .Net development languages: Microsoft Active X or DOS Scripting
  • PowerShell Scripting
  • MS SQL Server Administration, ETL SSIS Package development, Troubleshoot SSIS Packages
  • Microsoft 2012 Server with IIS 8,
  • Understanding of SMTP configuration
54

Professional Technical Support Resume Examples & Samples

  • Interfaces with end users to independently resolve problems concerning system function(s) which have been escalated through a problem ticket process and generally are outside of established processes and procedures. Reviews assessments of diagnostic information and determines alternatives
  • Coordinates, oversees and/or conducts install, move, add, and change (ICMS) activities based for complex activities including integrated equipment and systems. Acts as the point of contact in various leveraged accounts and locations. Communicates with vendors, clients, and/or product line/service representatives as the point of contact in response to service requests
  • Provides expert technical advise and input in developing and creating new service offerings or technologies, such as, working with desktop engineering teams on the development of the standard operating environment (SOE) for the account(s) and other related activities to ensure that client needs are met in a cost effective and timely manner
  • Provides guidance and training to client population on system and products to eliminate recurring errors and where appropriate, provides recommendations for improvements
  • Maintains currency regarding technological, process and/or other advances, specifically in line of service, to ensure team performance and to achieve team objectives
  • Provides data for daily metric reporting. Provides systems software and hardware documentation and assesses system information where appropriate. Recommends and implements enhancements in order to ensure efficiencies
  • Provides technical services or acts as a lead in support of project work; works with project teams to implement defined technical activities, such as enhancing or designing solutions for customers, creating new scripts and diagnostic tools to resolve problems and conducting transition or transformation activities for new accounts. Communicates in representing the service delivery organization as the client interface from problem identification to problem resolution. Establishes and builds client relationships
  • Experience working with relevant deployment strategies and methodologies
  • Strong interpersonal skills for interacting with team members and clients
  • Organization skills to balance and prioritize work
55

Technical Support Resume Examples & Samples

  • Off phone duties include monitoring the ticket queue for open service requests and making required callbacks to assigned customer tickets
  • Advanced troubleshooting projects will be available for qualified candidates
  • Previous experience supporting mobile platforms such as iOS and Chrome OS preferred
  • Familiarity in working with proxy servers and packet capture utilities would be a plus
56

Dutch Technical Support Resume Examples & Samples

  • Providing first level support to Dutch speaking customer
  • Dealing with other teams to resolve advanced IT issues for clients
  • Working on an international team and achieving team goals
  • Minimum 6 months in Technical Support role
  • Superior technical and problem solving skills
  • PC proficiency; Knowledge of MS OFFICE
  • Complete fluency in Dutch and English in speaking and writing
  • Ability to work both independently and as part of a team is a must
  • Enthusiasm and energy
57

Technical Support Spec Resume Examples & Samples

  • Command-line experience with UNIX/Linux OS; BASH; good knowledge of UNIX syntax and filesystems
  • Familiarity with at least one .rpm based OS and at least one .deb based OS
  • Scripts: Familiarity with Perl, WMI, Visual Basic and other command line scripting; VBScript / Powershell
  • Active Directory, DHCP, DNS, WINS
  • AD Security Groups; OU’s; Group Policy; administration of AD; good understanding of Domain Controllers and how they work
  • Good understanding of IP networking, particularly with respect to operation of VLANs, layer 2, and layer 3
  • Services: User/Group Management, Printers, Windows Domain Management
  • Hardware: Working knowledge of all Intel based servers with specific experience to HP-Compaq server hardware
  • High-End: Solid background and work history in support, troubleshooting and building Microsoft clustered environments with storage array, SAN and NAS technologies
  • VMware knowledge and experience, particularly with respect to management of vCenter, vSphere Client, P2V (local and remote), VMWare High Availability, vMotion, VMWare patching and upgrading
  • SAN & NAS Storage exposure/knowledge
  • Veritas NetBackup
  • Microsoft Hypervisor 2008
  • All Microsoft Server Operating Systems
58

Dutch Technical Support Resume Examples & Samples

  • Providing support to German speaking customer
  • Dealing with other teams to resolve issues for clients
  • Minimum 6 months experience in Technical Support role
59

Technical Support REP Resume Examples & Samples

  • Perform password resets for computer and voicemail applications
  • Escalates incidents / service requests as appropriate
  • Works to assess the customer’s comfort level with technology, and may have to manage the customer’s anxiety and to determine the actual nature, or underlying cause, of a user problem
  • Follows up with the customer to ensure that problems have been addressed successfully
  • Builds expertise in standard desktop hardware and software and the ability to resolve customer issues
  • Has a basic understanding of network connectivity and infrastructure
  • Assist with Video Conferencing setup and troubleshooting in Conference rooms
  • Installs desktop software, including upgrades
  • Typical candidates will possess 2+ years of experience in a technical support role, potentially including “hands on” internship experience
  • Understands the technology organization and where to escalate customer or operational problems
  • Can effectively choose from among many different procedures or approaches in order to implement a solution
  • Operates effectively as part of a larger team and in managing own work
60

L Technical Support Resume Examples & Samples

  • Responsible for assessing tickets that have been escalated from L1 support
  • Troubleshoot and resolve issues when possible and escalate to the appropriate level 3 team when required
  • Identify wider spread issues by recognizing patterns / trends in the reported issues
  • Responsible for communicating known customer facing issues/service outages to level 1
  • Document all known and current issues
  • Encode, Deliver, QC VOD and monitor live streams for all Bell Media TVE brands in the DMC
  • Experience providing customer support in a technical support setting
  • Minimum of three years relevant experience with video streaming environments including transcoding, packaging, encryption and delivery networks
  • Experience with Windows operating systems. Experience with Linux is a plus
  • Ability to run general diagnostics to identify software and hardware compatibility problems
  • Experience using tools such as Jira, Conviva, New Relic, Fiddler, and Wireshar
  • Motivated self-starter, with a proven track record in following through with tasks and projects
  • A sense of accountability with proven experience working in a team environment
61

Senior Technical Support Specialist Resume Examples & Samples

  • Works with end users and other help desk specialists to resolve simple to complex information system problems
  • Apply functional knowledge and troubleshooting skills to resolve issues related to problems with Blackberry devices, Remote Access capabilities (VPN, Citrix, RSA tokens, etc.), Document Management System (preferably FileSite), MS Outlook (delegates, rules, etc), Hardware, Printers & other network devices (issues are not limited to these areas)
  • Develops a knowledge of the Firm's total computing environment and its quality management processes and practices
  • Capable of translating knowledge of approaches, tools & techniques into resolving technical (hardware, software, application) problems
  • Willingness to receive constructive feedback on job performance and adjust work habits as necessary
  • Minimum of 7 years of experience in a technical Help Desk capacity. Law firm experience is preferred
  • Prior experience with troubleshooting enterprise and desktop applications
  • Experience working with a trouble ticketing system and an environment where calls are distributed via a call-routing system
  • Strong written & oral communication skills
  • Self-starter who is a curious learner, independently motivated, professional, responsible and reliable
62

DB Technical Support Resume Examples & Samples

  • This role specializes in performing and enabling remote technical support of IBM software and solutions
  • Providing technical support assistance to customers using problem determination/problem source identification skills for both defect/usage support for DB2 product
  • Utilizing technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution
  • Communicating action plans to the customer or IBM representative as appropriate
  • Recommending and implementing new, or improvements to existing, technical support tools, procedures, and processes
  • Making timely, accurate and complete updates in Problem Management Record information to document all activities relating to the clients’ reported problems (including issue severity, business impact, troubleshooting actions taken and planned, testing performed and resulting outcomes, issue validation procedures and solutions given)
  • Employing efficient workload and time management skills by maintaining awareness of assigned PMR severities and successfully prioritizing related tasks in a multi-tasking environment
  • Recognizing and minimizing client impact by using timely and appropriate escalation processes if new defects are identified, seeking and providing sufficient feedback as appropriate
  • Participating in product and process team training
  • Contributing to department attainment of organizational objectives and high customer satisfaction
63

Infosphere Data Replication CDC Technical Support Resume Examples & Samples

  • This role specializes in performing and enabling remote technical support of IBM software and solutions
  • Providing technical support assistance to customers using problem determination/problem source identification skills for both defect/usage support for IBM InfoSphere Data Replication (IIDR) Change Data Capture (CDC) product
  • Utilizing technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution
  • Communicating action plans to the customer or IBM representative as appropriate
  • Recommending and implementing new, or improvements to existing, technical support tools, procedures, and processes
  • Making timely, accurate and complete updates in Problem Management Record information to document all activities relating to the clients’ reported problems (including issue severity, business impact, troubleshooting actions taken and planned, testing performed and resulting outcomes, issue validation procedures and solutions given)
  • Employing efficient workload and time management skills by maintaining awareness of assigned PMR severities and successfully prioritizing related tasks in a multi-tasking environment
  • Recognizing and minimizing client impact by using timely and appropriate escalation processes if new defects are identified, seeking and providing sufficient feedback as appropriate
  • Participating in product and process team training
  • Contributing to department attainment of organizational objectives and high customer satisfaction
64

Executive Technical Support Resume Examples & Samples

  • Exceptional, high-quality, professional desktop, laptop and office application support to our clients, including executive-level customers
  • Provides phone/ in person support for end users, which includes but is not limited to: ID administration, “how to” questions, initial issue diagnostics, troubleshooting desktop issues (and remotely resolving them) IT request processing
  • Provides systems support for end users, which includes but is not limited to: client facing support, hardware, software, peripheral and network troubleshooting for all end user systems
  • Coordinates and provides hands-on support in conjunction with other IT support teams from infrastructure and applications
  • Must be available between 8:00 am – 6:00 pm M-F
  • Helps establish and ensure that others follow the policies and procedures for communication and escalation of incidents and issues
  • Makes recommendations for solutions of IT requests
  • Experience with Enterprise Management Tools (LANDesk, SCCM, Casper, etc.)
  • Excellent communication skills, both written and oral
65

Openpower Technical Support Resume Examples & Samples

  • Support solutions (Linux on Power, Cloud, Bigdata, etc) on OpenPower system enablement from technical side
  • Team with sales/BD to show advantage and value on OpenPower solutions to customer
  • Support OpenPower partners to migrate applications to OpenPower platform
  • Tune OpenPower partners applications on OpenPower for a better performance
  • Design and customize OpenPower solutions and present to customer
  • Support OpenPower partners in technical pre-sales, solution design, recommending best practices
66

Technical Support Resume Examples & Samples

  • Provides High Level Complexity Support For All Cps(Currency Processing Solutions) Devices
  • Assumes Ownership On Every Client Interaction To Answer The Client’s Questions And Solve The Problem During The Initial Contact. When Escalation Is Required To Provide Client Resolution, Tech Will Accurately Route The Clients Issue To The Appropriate Department
  • Accurately Enters Or Confirms Client Information Into Database; Initiates And/Or Completes Proper Request Forms In Assisting Clients
  • Handles A Significant Number Of Client Interactions Within The Call Center Environment. The Interactions Will Be Received Via Phone Or Email
  • Proactively Monitor Device Connectivity And Performance Then Take Appropriate Corrective Measures
  • Continuously Utilized Computer Systems For Tracking, Information Gathering, And/Or Troubleshooting. All Issues Or Requests Are Successfully Tracked By Creating A Service Request Within The Crm Application
  • Adheres To Minimum Call Center Standards For Quality, Schedule Adherence, Attendance, And Performance Goals
  • Suggest Improvements And Changes To Processes And Policies To Improve Productivity Or Client Satisfaction
  • Continually Learning And Developing Knowledge Of Bank Products And Services
  • Minimum 2 Years Previous Client Service Or CPS Product Knowledge Required
  • Must Be Able To Perform Detailed & Accurate Data Entry As Well As Have Advanced Computer Skills
67

Technical Support REP Resume Examples & Samples

  • Troubleshoots user problems, requiring a working understanding of the desktop environment and a basic understanding of inter-related technologies
  • Performs password resets for computer and voicemail applications
  • Works to assess the customer’s comfort level with technology, and may have to manage the customer’s comfort and to determine the actual nature, or underlying cause, of a user problem
  • Follows up with the customer to ensure that problems have been resolved successfully
  • Possesses working knowledge of standard desktop hardware and software and is able to address most issues by following established procedures
  • Assists with Video Conferencing setup and troubleshooting in Conference rooms
  • Supports and configures mobile devices (iPhones, iPads, Android tablets)
  • Minimum of 2 years work related experience
  • Strong desire to help others (customer service), friendly, motivated, positive attitude, excellent problem solving, verbal and written communication skills
  • Previous experience with Active Directory is desired
  • Knowledge of VOIP technology a plus
  • Knowledge of Cisco telephony a plus
  • Strong knowledge of Service Desk ticketing software (i.e. ServiceNow)
  • Exceptional knowledge of all Microsoft and Apple Operating Systems
  • Strong knowledge providing hardware breakfix for PC and MAC systems, laptops, mobile devices, and printer hardware
  • Effective at managaging customer relationships and expectations
  • Exceptional knowledge of all Microsoft Office Suites on PC and Mac, including 2007 - 2016
  • Exceptional knowledge of Microsoft’s Operating Systems (Win7 – Win10)
  • Exceptional knowledge of Macintosh Operation Systems (10.7-10.11)
  • Ability to troubleshoot remote technologies (RDP, VPN, Citrix, etc.)
  • Ability to troubleshoot mobile devices (Blackberry, Android, iPhone, iPad, etc)
  • Previous experience with tracking tickets in an incident management system
  • Exceptional ability to follow procedures and processes to ensure IT Compliance
  • Knowledge of Video Conferencing systems (Cisco, Polycom, BlueJeans)
68

Senior Technical Support Analyst Resume Examples & Samples

  • Host TSA experience (Batch Processing, JCL, Cobol)
  • Previous IMS experience
  • Proven Incident and problem management experience
  • Strong investigation and problem solving skills
  • Impact analysis and prioritization
69

Executive / VIP Technical Support Resume Examples & Samples

  • Dedicated to providing high end customer service
  • Willing to go the extra mile to ensure the people for whom we support feel extra special (a servant's mentality)
  • Takes personal ownership over problems. Works with other groups and people when needed to resolve issues but never loses site that the problem is owned by the technician
  • 2 to 5 years experience working in support of desk side services, experience supporting executive VP level and their assistants preferred
70

Technical Support REP Resume Examples & Samples

  • Troubleshoot subscriber calls for Video, Internet & Digital Phone Residential customers
  • Will be expected to provide customer-friendly and proficient technical support to customers using phone, email, chat, and other means of communication
  • Monitor our plant and hybrid fiber coax network using various network diagnostic tools for system outages
  • Open and track trouble tickets as needed. Resolve all tickets in a timely manner
  • Support field personnel as needed. Work closely with Regional Data Center staff to resolve issues quickly
  • Communicate pertinent information with Division Technical Operations Center (TOC)
  • Understand, Educate and inform customers of all Time Warner Cable consumer products and services
  • Respond to customer complaints in a professional manner; attempt to resolve complaints successfully in accordance with established guidelines
  • Save customers from disconnecting services whenever possible
  • One year previous Call Center support experience preferred
71

Mgr, Technical Support Resume Examples & Samples

  • The focus of this role is on implementing and control
  • Interaction
  • Utilizes people skills and available manager tools to help subordinates develop within their role and career; and builds an environment that supports cooperation and cohesiveness
  • This individual must demonstrate favorable results through providing leadership to staff through mentoring, coordinating and advising
  • A minimum of 5 years of experience as an individual contributor or manager is required
  • A Bachelor of Science Degree in Computer Science, Electrical Engineering or related field; or equivalent related experience is required
  • Demonstrated ability to manage multiple projects is required
72

Technical Support Representatives Resume Examples & Samples

  • 6 months or more working with multiple software applications; 1 or more years preferred
  • 6 months or more sales or retention experience preferred
  • 6 months – 1 year+ heavy volume phone experience in a customer service/call center job preferred
73

Senior Technical Support Analyst Resume Examples & Samples

  • Network Operations
  • Maintains and monitors departmental shared files
  • Maintains password for all Legal Guest network and email accounts
  • Plans and performs departmental share audits
  • Maintains documentation in support of the production environment
  • Client Services
  • Coordinates and performs the rollout of new applications and operating systems to user community
  • Coordinates the creation and/or modification of network and application user accounts
  • Acts as a focal point for client moves ensuring customer satisfaction with IT services
  • Provides orientation on use of Legal IT services to new clients
  • Provides and/or coordinates high level training on desktop products such as email, calendar, document management and OS as necessary to supplement formal training programs
  • Monitors IT status on desktop initiatives and issues and communicates to affected clients and management
  • Desktop Support
  • Troubleshoots and corrects desktop, laptop, mobile devices, printers and network connectivity problems
  • Troubleshoots and corrects operation system and application (desktop and client server) problems
  • Manages the Legal Systems Support helpdesk (PCHelp) system
  • Maintains Legal Affairs desktop and laptop computer images
  • Monitors progress on problem resolution and communicates feedback to management and the customer
  • Performs deployment of purchased hardware, and cascades equipment
  • Configures and cascade desktop hardware and software
  • Installs and upgrades software and locally attached peripherals as needed
  • Ensures proper configuration of users including email account set up, group calendar rights and business application access
  • Maintains documentation on client hardware and software and department specific applications as they relate to the desktop, LAN, and WAN environments
  • Represents client needs to EIS as they relate to desktop, LAN and WAN environments, configurations, images and policies and procedures
  • Adheres to IT standards, policies and procedures
  • Communicates plans, status and issues to management on a regular basis
  • Departmental Responsibilities
  • Other Duties As Required
74

Senior Technical Support Analyst Resume Examples & Samples

  • Understanding of LAN/WAN infrastructures, topologies and protocols
  • Understanding of network security and management frameworks
  • Knowledge of current IT infrastructure trends
  • Strong relationship management and negotiation skills
  • Strong ability to interpret impact of technology choices
  • Minimum 5 years in IT technical or engineering support roles
  • 1 Year experience supporting Macs
  • Legal experience highly desired
75

Professional Technical Support Resume Examples & Samples

  • Designs and develops integrated solutions to meet business requirements or enhance performance
  • Performs and evaluates cost analyses and vendor comparisons of software/hardware systems to ensure cost-effective and efficient operations and measures feasibility of various approaches and makes recommendations
  • Analyzes potential systems investments and prepares supporting documentation for recommendation(s) to management and customers based on results of independent assessment of current and future performance, stability, and systems management/life cycle issues
  • Provides escalated technical support to customers by handling systems-related issues; may provide on-call technical support telephonically and/or electronically
  • Analyzes and resolves program support deficiencies and conducts testing to enhance performance
  • Conducts moderately complex projects or phases of significant projects; coordinates the efforts of technical support staff in the performance of assigned projects
  • Applies advanced methods, theories and research techniques and assists in the development, implementation and documentation of processes and procedures to ensure compliance with standard business practices. Develops and implements training tools and documentation
  • Provides technical consultation on current and proposed systems to other organizations and clients
  • Performs repairs, maintenance and upgrades of existing systems using solutions in accordance with standard operating procedures. Investigates and resolves matters of significance
  • Provides work guidance to less experienced personnel
76

Senior Technical Support Analyst Resume Examples & Samples

  • EDOCs – document management software
  • WorkShare Compare – Document comparison utility
  • WorkShare Protect – Document metadata cleaner and PDF conversion utility
  • Legal Macro packages
  • RightFax – Software based faxing service
  • Microsoft Lync – Unified instant messaging software for Fox entities
  • SysAid PCHelpDesk – IT Support Request System
  • Adobe Acrobat Professional – High level PDF creation software
  • P&C Stamp for Outlook – The Privileged & Confidential Stamp
  • Citrix – Remote access software
  • RDP – Remote Desktop via Citrix
  • Cisco VPN Client
  • Ability to communicate technical concepts to technical and non-technical audiences
  • Solid technical background to support diverse environment
  • Accomplished communicator, both in writing and orally, with extremely strong interpersonal skills
  • Ability to manage tasks and projects from start to finish
  • Demonstrated excellence at working effectively with all levels of staff, clients and other IT personnel
  • 8 years in IT technical or engineering support roles
  • Law Firm experience highly desired
77

Technical Support Resume Examples & Samples

  • To work to actively support global publishers through online communities
  • Create content to educate and answer questions
  • Assist with product forum-focused projects as they arise
  • Escalating issues and compiling community reports on a regular base
  • Minimum of BA/BS Degree
  • 2 years+ experience in a similar position
  • Fluent in one of the following (German and Italian and English) or (German and English) or (Italian and English)
  • Solid technical understanding of HTML, CSS and webmaster tools
  • Experience in technical troubleshooting and technical customer support is preferred
78

Technical Support Resume Examples & Samples

  • Provide and process information in response to inquiries, concerns, and requests
  • Diagnose and resolve technical, hardware and software, issues
  • Research required information using available resources
  • Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business
  • Redirect problems to appropriate resource
  • Experience as technical support or technical service desk/ help desk in a call center setting or similar
  • Technical troubleshooting, proficiency in computers and internet applications is a definite advantage
  • Open to undergraduates who finished at least 2 years of college and graduates of vocational courses
  • Fresh graduates and those with BPO experience are encouraged to apply
  • Willing to work on shifting schedules, including graveyard, weekends and holidays
  • Willing to work in Nuvali, Sta. Rosa, or other IBM sites
79

Senior Technical Support Specialist Resume Examples & Samples

  • Works with callers and other help desk specialists to resolve simple to complex information system problems
  • Seeks out opportunities to maximize help desk efficiencies, and improve client service level
  • Proactively seek out and attend on-going training for career development
80

Technical Support Resume Examples & Samples

  • Product knowledge expert on workforce suite and be a trusted advisor on trouble shooting and work out work around or solution for customers
  • Provide technical expertise to conduct specific performance or functional tests associated with resolving performance issues regarding applications
  • Develop a solid base of general product knowledge
81

Technical Support Resume Examples & Samples

  • Completes assigned tasks using documented processes, good judgment, and as needed, guidance of leadership and/or more experienced counterparts
  • Resolves routine technical problems of limited scope following standard instructions or procedures
  • Field Support (Practice Specific)
  • Demonstrates customer service mindset
  • Possesses strong attention to detail and is self-organized
  • Applies experience supporting the Windows and/or Mac software and hardware platforms
  • Applies experience supporting POS, Data and Voice infrastructure cabling and wire management
  • Facilitates the use of technology by assisting, educating and supporting regional and store level customers
  • Applies experience providing level 1 support of network and/or server infrastructure
  • Coordinates outside vendors for on – site visits related to repair and installation of technology systems
  • Displays aptitude and willingness to learn
  • Works as a self-starter
  • Displays ability to make good decisions
82

Senior Technical Support Analyst Resume Examples & Samples

  • Assist the IT Director with all core infrastructure servers that provide DHCP, DNS, and directory, file, print, anti-virus and backup services to all sites
  • Respond to user requests regarding issues with company-issued personal computers, laptops, Macs, Pads, VoIP phones and other corporate conferencing systems and provide prompt, efficient and accurate technical support
  • Provide entry-level Exchange administration responsibilities to employees and consultants whom require email accounts for SANDOW and all affiliates
  • Support desktop operating systems, hardware and software with focus on MAC OS (all versions of MAC OS, iPhone, iPad). Will also provide support on Windows desktops and Windows 2003/2008 servers
  • Provide support for MS Office Suite, Adobe Creative Cloud, Symantec and Office 365
  • Manage printing and scanning services throughout the enterprise
  • Manage and monitor systems that run core components of the infrastructure of the network, including directory services, DNS, DHCP, Global Address List and Active Directory
  • Document responsibilities in building IT knowledgebase that helps with overall team efficiency
  • Minimum 5 years of computer support experience is required
  • Extensive hands-on experience with Active Directory Administration, MAC OS (all versions) and Windows 2003/2008/2012 Server Administration
  • Intermediate knowledge of Ethernet and TCP/IP
  • Apple Certified Macintosh Technician (ACMT) mandatory. A+ Certification is a plus
83

Senior Technical Support Analyst Resume Examples & Samples

  • Work autonomously to deliver exemplary support of CyberSource products and services via phone, email and eTicket, adhering to CSS process and best practice
  • Use deep technical knowledge to minimise any escalations to PSE team. In the event there are escalations, work with the PSE team to ensure escalation resolution efficiency
  • Be a point of escalation and resolution for merchant issues that require senior technical intervention and first point of contact for any questions / queries related to processes and tools within the TSE team
  • Troubleshoot issues regarding CyberSource’s products and services and collaborate with appropriate internal teams and external parties to resolve outstanding client issues with CyberSource’s products and services
  • Identify process gaps and work with the global TSE teams to put in place corrective action
  • Train on all aspects of TSE process and tools and offer on-going support to TSE team on these, support new hires during the on boarding process
  • Role model expected behaviours among the TSE team
  • Manage the maintenance of the Enterprise Support Catalog and maintain related process documentation
  • Contribute to internal knowledge base and be a pre-escalation resource on technical material
  • Strong troubleshooting/debugging skills
  • Customer Service Experience with specific and well-formed knowledge of customer support tools and processes
  • Experience of being an escalation point for internal team queries
  • Well organized and detail-oriented with a strong background in exceeding customer expectations
  • Demonstrable experience of identifying and implementing process improvements
  • Experience of working as part of a global support team
  • Effective meeting management skills
  • Experienced in giving customer facing presentations to small / mid-sized audiences of varying seniority levels
84

Mgr, Technical Support Resume Examples & Samples

  • At least 3 years of major call center supervisory experience
  • 5 plus years overall leadership experience developing people leaders is required
  • Experience with staffing, scheduling, skill development, and morale management is preferred
  • Tier 3 technical support experience supporting cable products and services (e.g. PPV, VOD, Fiber HSD, Telephony) required
  • Technical understanding of network hardware, software and applications; working knowledge of local area networks (LAN), Internet Protocols (IP), and decision support systems preferred
  • Strong verbal and written communication skills required
  • Familiarity with call center computer and telephone equipment, switching/routing platforms, and software
85

Technical Support Resume Examples & Samples

  • BA/BS preferred, or equivalent experience
  • Able to troubleshoot and approach problems methodically
  • You're comfortable working with data and have incredible attention to detail -- you can find a needle in a (data) haystack. Must love Excel!
  • You're a great communicator. You understand complex technical concepts and are able to break them down for non-technical people
  • Knowledge of current IT concepts, issues, practices, methodologies and trends
  • Understanding of SaaS, CRM, ERP, and mobile software is a plus
  • Experience using JIRA a plus
  • Comfortable multi-tasking in a fast-paced, ever-evolving, entrepreneurial startup environment
  • Above all else, able to think beyond the status quo with a can-do attitude and an appetite for success!
86

TMS Technical Support Resume Examples & Samples

  • On-board new commercial client’s requested treasury management products and services through administrative input using bank software and controlled parameters. Work with various internal and external groups to ensure accurate implementation. Adhere to documented service level agreements
  • Monitor and participate in the resolution of any technical or operational problems regarding the bank or customer software using call center or email channels. Problem resolution is performed expediently working with both internal departments and outside vendors, often times enlisting appropriate escalation resources when needed. This may include Remote Deposit Capture (RDC) scanner troubleshooting, general software operational questions, corrupted software issues or printer problems
  • Perform client maintenance as requested according to the appropriate procedure. Adhere to documented service level agreements
  • Complete backroom functions including monitoring systems for proper file loading, processing outgoing wire transfer requests, processing in-bound wire transfer advices and account reconciliation
  • Collaborate with Treasury Product Management and IT to test product upgrades
  • Communicate effectively by telephone and in writing with customers regarding account issues. Log and track customer calls using a centralized database with resolutions input into a knowledgebase repository for future resolutions
  • Research more complex client issues through diagnosing and resolving using available resources. Escalate priority issues to management
  • Establish and maintain all procedures as related to the technical support of Treasury Services
  • 2 years post-secondary education or equivalent work experience; or equivalent combination of education and experience
  • One year of customer facing, customer service experience
  • Ability to work tactfully and courteously with internal employees, clients and others
  • Ability to communicate effectively both verbally and in writing. Express concepts clearly and concisely
  • Ability to prioritize and work well under pressure
  • Ability to multi-task while ensuring accuracy and attention to detail
  • Demonstrated proficiency in typing and grammar
87

Head Internal Technical Support Resume Examples & Samples

  • One should play are role of either Senior Manager or DGM level skills to manage and mentor a team of 30 engineers. minimum 10-12 years of experience
  • Should be able to guide or assign or track problem management cases by providing RCA and case closure
  • Should able to work in synergy mode by facilitating necessary inputs to other towers like VM , Storage , Backup and Database
88

Technical Support Exec Resume Examples & Samples

  • Provide technical support to customers in accessing our products
  • Attend and implement product and customer service training programs
  • Perform investigation and analysis to solve problems and escalate issues to product management and development
  • Notify management and customers of platform or product troubles through a tiered notification and escalation process
  • Responsible for the effectiveness, quality and timeliness of trouble resolution, quality of service and implementation success, also services Tier 1 agreements
  • Proven Customer Service /Technical Support experience in a call center environment
  • Experience supporting web and mobile applications along with a thorough understanding of troubleshooting browser related issues
  • Fluency in additional languages a plus
  • Experience working with XML and Relational Databases
  • Knowledge of networking or communication protocol including HTTP, FTP, and other common protocols
  • High level understanding of how to troubleshoot network connectivity issues related to a customer’s network infrastructure
  • Excellent verbal and written communication skills with ability to explain complex products and technical issues in a level appropriate to the audience
  • Customer Focus required. Ability to make customers (internal & external) and their needs a primary focus of one’s actions; develop and sustain productive customer relationships
89

Technical Support Resume Examples & Samples

  • Ensure the technical environment is functioning effectively to maximize collection efforts across the NCC
  • Provide support for maintenance, upgrades, installations and repairs to PC’s
  • Provide ongoing reporting on performance measurement for business and individual performance evaluations and development
  • Assist in the development of Customer Relations Officers
  • Provide telephone and technical training to staff in a classroom environment or one on one basis as dictated by the unit
  • Participate in creating an environment conducive to individual development, productivity, and achievements, ensuring open lines of communication
  • Strong understanding of National Collections Centre Operations, support and technology
  • Expert knowledge of Contact Centre Strategies and Avaya’s Call Management System (CMS)
  • Expert knowledge of Microsoft Office and Workforce Management systems / processes
  • Strong analytical ability and problem solving skills
  • Ability to make quick decisions on limited information, with limited support
  • Ability to multi task, manage various environments simultaneously and prioritize multiple urgent issues on an ongoing basis
  • Excellent computer operations including internet and email protocols, connectivity and understanding of internet networking
  • PC and Hardware troubleshooting
90

Technical Support Resume Examples & Samples

  • Make repairs on complex signal processing and digital circuitry used in advanced testing apparatus
  • Perform routine preventive maintenance and annual calibration on field test equipment that is in-house or at remote locations
  • Maintain a database on each piece of equipment to record and track maintenance and repair history