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

Technical Support Specialist Resume Format in Word Free Download

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KAYLA  ALDAPE
309 Chestnut st RG-15
Philadelphia PA 19001
810-287-9876
Kayla@comcast.net


Objective
A challenging position in the Technology industry that provides opportunity to utilize and grow technical, organizational, and project management skills.

Work Related Skills

Comcast, Philadelphia PA                                                      05/09-Present

SR. Technical Analyst, National Customer Operations

Ø  Create troubleshooting flows for Television, Internet, and Phone products used by tier 1 fix agencies
Ø  Implement software upgrades into live system environment for 20,000+ users to optimize troubleshooting processes
Ø  Create national standard intake process to increase team efficiency and speed to production by 75%
Ø  Create and utilize team testing protocol for all system changes and software upgrades to ensure release effectiveness
Ø  Troubleshoot error reports from users while ensuring efficient turnaround time
Ø  Create SQL strings to ensure data integrity
Ø  Create and manage document repository to house all team documents, allowing for multi user workspace while maintaining document integrity for all users (SharePoint 2010)
Ø  Create and manage national 100+ user forum through SharePoint Community site to increase team’s visibility and communication
Ø  Facilitate weekly review board meeting of 35+ national contacts to obtain national acceptance for process changes and upgrades
Ø  Communicate process changes to a national audience through multiple avenues such as conference calls, email distribution lists, blog, and SharePoint site
Ø  Work alongside several different groups from new product engineering to local customer call centers to ensure accurate troubleshooting processes for Comcast residential products
Ø  Project manager of team for all new initiatives and products


Comcast, Mt. Laurel NJ                                                                     10/07-05/09

Technical Support Analyst, National Support Desk

Ø  Extensive experience working directly with customers to resolve technical issues
Ø  Liaison between Engineering groups and tier 1 in resolving individual customer issues along with national outages
Ø  Troubleshooting computer software and hardware issues on a wide range of platforms
      (Windows and MAC)
Ø  Diagnose and resolve TCP/IP issues between Comcast and other domains
Ø  Monitored Comcast networks for outages and potential system failure
Ø  National Testing QoS during system changes
Ø  Liaison between Comcast and 3rd party software outsourcers to support break/fix efforts
Ø  Create technical training documentation on new products and procedures for local markets to ensure proper product education
Ø  Create, present, and train peers on new products and procedures

 

Comcast, Ann Arbor, MI                                                                    7/05-10/07
Technical Support Specialist III

Ø  Direct customer service supporting Comcast Internet and Phone Service
Ø  Assist customers while maintaining professional attitude and customer first mentality
Ø  Organize customer call back agenda while maintaining required call stats
Ø  Escalate tickets as needed to higher tier support with sufficient troubleshooting documentation
Ø  Address customer billing issues

Software Knowledge

Ø  Microsoft Office suite 2X
Ø  Microsoft Visio
Ø  Microsoft SharePoint
Ø  Microsoft Access
Ø  Microsoft Windows Operating Systems
Ø  Adobe CS5 Suite
Ø  SQL
Ø  Programming Logic (Quick Basic)
Ø  XHTML (Web Design)
Ø  Typing speed 45 wpm Ten-key speed 150 kpm
Ø  Norton Ghost

 

Training/Education

Ø  Community College of Philadelphia, Philadelphia, PA
Enrolled in Computer Information Systems Degree Program
Ø  Michigan Career and Technical Institute (MCTI), Plainwell, MI
Information Systems Program, A+ and Net+ certified

 

Strengths

Honest, dependable, swift learner, excellent teaching skills, hard working, and superb customer relations.


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