Technical Support Resume Layout Format in Word Free Download -->

Technical Support Resume Layout Format in Word Free Download

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Joy Smith
309 Three Oaks Dr. Midwest City, Oklahoma 73001 JoySmith@gmail.com or (405)245-9876  


Detail-Oriented IT professional with solid background and education in networking in the technology field


CERTIFICATIONS

  • MCITP: Enterprise Administrator
  • MCTS: Windows Server 2008 Applications Infrastructure, Configuration
  • MCTS: Windows 7, Configuration
  • MCTS: Windows Server 2008 Network Infrastructure, Configuration
  • ComTIA Networking+
  • ComTIA A+
  • MCP (Microsoft Certified Professional)
  • Microcomputer Repair Technician (State of Oklahoma Competency)
  • Networking Technician (State of Oklahoma Competency)
  • Metro Tech Computer Repair Technology
  • Metro Tech Computer Fundamental
SUMMARY OF QUALIFICATIONS
-   Extensive knowledge and experience in the technical support field
-   Strong telephone etiquette skills.
-   Strong organization skills.
-   Advanced verbal and written communication skills.
-   Significant knowledge of computer hardware and software
-   Experienced organization and problem solving skills.
-   Significant knowledge of networking and network troubleshooting   
PROFESSIONAL EXPERIENCE 

Dell

Enterprise Technical Support Pro/Gold                       4-4-2011-Present


Responsibilities:

-Troubleshoots technical issues with Dell servers (hardware and software) in order to resolve customer issues.
 -Follows up with customers via phone and email to ensure a total solution for their technical questions.
 -Troubleshoot customer technical issues that are complex in nature where judgment is required in resolving problems and making routine recommendations.
 - Assignments that is difficult, requiring great judgment in resolving issues or in making recommendations.
 - Devise creative and innovative approaches where established criteria do not exist.
 - Significant decisions having considerable impact on normal operations, profitability, or reputation of Dell.






Dell                                                                                                 12/2009-12/2010

Client/SMB Technical Support Gold/Pro Support

Responsibilities:
-   Responded to customer technical problems/issues related to hardware, software and networking via e-mail and phone.
-   Assisted customers by diagnosing problems and providing resolutions for technical and service issues.
-   Used troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts.
-   Advised/educated customers within procedural guidelines to ensure a complete solution to their technical or service questions.
-   Identified and provided input on unique or reoccurring customer problems. 
-   Knowledgeable of current industry products and technologies.
-   Focused on delivering a positive customer experience  
-   Monitored and tracked issues to ensure accurate resolution.
-   Reviewed and distributed pertinent cross-functional information.
-   Resolved complex issues forwarded by technicians.
-   Solved problems for customers with challenging expectations (often escalated or irate).
-   Maintained/built relationships with other groups that impacted the technical aspect for phone support.
-   Participated with managers to determine focus areas for technical improvements. (E.g. establish targeted mentoring programs, consult on incentives related to technical performance.

Sprint                                                                                                
Technical support                                                    5/2009-12/2009                                           
- Served as front line tech support for all CDMA cell phones.
- Using tools on hand walked customers thru Data provisioning,
- Reset account and updated firmware of phones
- Played a vital role in customer satisfaction by working with advanced technologies in voice, data and media entertainment
- Resolved text messaging issues
- Corrected billing errors
- Video and picture mail troubleshooting


Superior Spas
Quality Control Manger                                                                              6/2000-4/2009                                                                    
-   Served as on call technical support. 
-   In charge of training all staff on safety aspects to ensure OSHA compliance. 
-   In charge of training new dealer technicians, hands on. 
-   Wrote technical manual and devised technician training guide lines. 
-   Established new dealers through trade shows, cold calls and drop in.
-   Inspected for any flaws or malfunctions in the assembly process.
-   Received "Employee of the Month" award in May 2000
-   Received "Employee of the Month" award in October 2001
-   Received "Employee of the Month" award in April 2003, 2004
-   Cut purchasing costs 24% through vendor partnership program


EDUCATION 
ComTIA Networking+ - Metro Tech, Oklahoma City, OK
2008
CompTIA A+ - Metro Tech, Oklahoma City, Ok
2008
Oklahoma State, Oklahoma City, OK
2007 - 2008
Carl Albert High School, Midwest City, OK
1992



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Neetu Singh is the founder of Resume Formats .Neetu Singh holds an Engineering degree in Computer Science with MBA Degree in Finance and Human Resource (HR). Currently she is running a Global Manpower Consultancy. Contact Her Here

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