Sample Resume: Technical Support

SUMMARY OF QUALIFICATIONS

• In-depth understanding of computers, mobile devices, networking, software, and system architecture.
• Industry certifications include MCP and HDI Customer Support Representative.
• Demonstrated background researching and implementing innovative solutions to technical problems.
• Proven track record working with developers, programmers, and engineers to resolve complex issues.
• Superior communication skills.  Able to build strong working relationships with coworkers.

TECHNICAL SKILLS

OS: Microsoft NT/2000/2003/XP/Vista, Linux, UNIX, AIX; Mac OS X
Software: MS Office Suite, MS Project, Citrix, VMware, ASP.NET, Norton Security
Servers: MS Server 2003/2008, Intel, MS SQL
Network: Active Directory, LAN/WAN, TCP/IP, VPN, VoIP
Scripting: Perl, Shell, HTML, DHTML, XML

• Microsoft Certified Professional
• HDI Support Center Analyst, HDI Customer Support Representative; Help Desk Institute

ABC INC., SANTA CRUZ, CA                                                                                                        2008 - PRESENT
TECHNICAL SUPPORT MANAGER

• Build, set up, and execute Windows-based server solutions, including assigning policies, deploying software, and applying critical security updates for 1,200-user company.
• Manage team of 8 Tier 1 and Tier 2 Tech Support Specialists on 24/7/365 on-call basis.
• Implemented efficient procedures for problem identification, tracking, documentation, assignment, and close-out that reduced ticket resolution time by 75%.
• Evaluate new information systems, products, and services to improve end-user experience.
• Oversee vendor relationships, department budget, and training. Resolve escalated support requests.

DEF COMPANY, SANTA CRUZ, CA                                                                                                      2005 - 2008
TECHNICAL SUPPORT SPECIALIST II

• Responsible for Microsoft Windows desktop support and network connectivity for 250 users.
• Troubleshot, analyzed, and resolved tickets 24/7. Closed 95% in-bound requests within 20 minutes.
• Lead specialist in charge of changing out hard drives, rebuilding machines, and upgrading memory.
• Performed remote installations and product fixes, as well as various troubleshooting support.
• Configured and upgraded networks and network peripherals, routers, switches, printers, fax machines, monitors, and various audio-visual (A/V) devices.

HJK CORPORATION, SAN JOSE, CA                                                                                                   2002 - 2005
HELP DESK, TIER 1

• Provided first-level telephone support for hardware and software installation issues for 500 users.
• Achieved 90% problem resolution rate of all inbound client calls within 15 minutes, best in group.
• Assisted internal and remote clients with issues involving system navigation, Active Directory account administration, network configuration, file system architecture, and operating systems.
• Helped manage ticket requests and resolutions using service request program.
• Installed and maintained desktops, A/V equipment, printers, mobile tools, and Cisco IP phone system.

Bachelor of Science in Computer Science, San Jose State University; San Jose, CA (2001)

Keywords: tech support engineer, network administrator, help desk manager, analyst, technician, senior, PC support

Posted at 11:38AM Aug 03, 2009 in Resume Center  |  Comments[2]