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Tech Support Specialist Sample Resume, Technical Support Representative Resume Example – page 1
SAM SMITH
1234 Sample Street, Austin, Texas, USA
Cellular: 111-2222
Email: resume-example@hrinmotion.com
SUMMARY
Tech Support Specialist with over 8 years of Technical Support experience. Areas of expertise include Mac, PC, Windows, Linux, networking, internet connectivity, with special knowledge of Windows 2000, XP and NT. Proven ability to provide prompt, courteous technical support to a diverse client population in a busy environment. Patient, with empathy and a knack for understanding customer needs, along with strong problem-solving, work ethic, customer service, communication skills. Fluent in English, Spanish and French.
“Sam’s upbeat and enthusiastic energy is contagious; patient, and empathetic and has gained a reputation for being a great communicator who thrives on new challenges. I believe Sam would be an asset for any office she joins”
Jack Jackson, Director of Technical Support
PROFESSIONAL EXPERIENCE
ACME Technical Support Inc, Boston, Massachusetts, 2006 – Present
Tech Support Specialist
- Provided telephone technical support to customers and promoting a product portfolio of over 37 products and services with specific pricing plans and contract terms.
- Handled over 50 inbound technical support calls in a busy environment while maintaining polite and friendly manner.
- Resolved over 98% of troubles at first point of contact.
- Diagnosed and trouble-shot a variety software and hardware issues for both Mac and PC and multiple operating systems.
- Created concise and complete footprints tickets for clients computer, software and hardware issues.
- Trained new tech support reps and created department technical troubleshooting steps and problem resolution methods.
- Acted as a resource desk for other Technical Help Desk personnel with problems/issues when needed.
- Prepared and presented reports to management team on trouble stats, emerging patterns and issues.
- Coached and mentored over 35 new recruits on the job.
CERTIFICATIONS
Certified Tech Support Specialist.
PUBLICATIONS
Technical Support News Weekly, Overcoming Limitations In Technical Support, 2008.
PROFESSIONAL ASSOCIATIONS
North American Technology Society.
National Information Technology Association.
PROFESSIONAL DEVELOPMENT AND EDUCATION
Computer Diploma, Arlington Technical Institute, 1998.
VOLUNTEER
Food Bank, Fundraiser, 2003 – 2009.
Children’s Hospital, Computer Room Supervisor, 2002 – Present..
