Client Technical Support Resume Sample

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Opal Cruickshank
381 Winston Prairie,  Boston, MA
+1 (555) 717 7654

Work Experience


Client Technical Support Specialist
11/2017 - PRESENT
Houston, TX
  • Maintains/builds relationships with other groups that impact the technical aspect for phone support (e.g. tool content teams, product group)
  • Participates with managers to determine focus areas for technical improvements. (e.g. establishes targeted mentoring programs, consults on incentives related to technical performance)
  • The role requires answering calls and solving queries with Vietnamese-speaking customers of Bloomberg's products and services in Asia Pacific; The ability to read, write, and speak Vietnamese is essential. A clear and proven interest in technology
  • Aptitude to multitask with a high volume of tasks
  • Business level fluency in English and Japanese required (reading, writing, verbal)
  • A clear and proven interest in technology
  • Under limited supervision, research exceptions, client, external vendor and internal Fiserv problems; resulting in contacting clients, third-party vendors or escalating internally as needed
  • Provide training to the clients after conversion, including the correct use of the solution and on-line file assistance, as well as daily application balancing procedures as applicable
Client & Technical Support Analyst
11/2011 - 10/2017
Phoenix, AZ
  • Provide assistance to clients before and during client user acceptance testing (UAT)
  • Responsible for ensuring that the team is adequately staffed and oversees their training and development needs; this includes coaching staff and preparing performance plans and evaluations
  • Communicate progress and any potential problems to clients and/or Fiserv management for awareness and/or resolution
  • Analyze and evaluate client support procedures, recommend and implement modifications to improve quality and efficiency
  • Coordinate with internal and external auditors as required for periodic examinations
  • Analyze and determine client requirements for Fiserv’s Treasury Operations Solutions ACH and ARP clients
  • Act as Originations’ solutions primary Technical Contact for Facets case management of all (self or management) assigned client technical requests (live, add-on sales, implementations)
  • Provide basic technical support to Dell's Services Clients
  • Troubleshoot issues that include printer set-up, password resets, troubleshooting account specific client applications, and basic diagnosing of the desktop/laptop software problems
Client Technical Support Analyst
02/2006 - 05/2011
New York, NY
  • Remains knowledgeable of Dell’s product line, current industry products and technologies
  • Remains knowledgeable of product line, current industry products and technologies
  • Focuses on delivering a positive customer experience according to NTT DATA Services standards
  • Provide basic technical support to Services Clients
  • Documents research, client communication, and issue resolution in ticketing tools. (Approx. 10%)
  • Provides first-level support
  • Clearly and concisely logs and tracks details of solutions provided to resolve customer issue (logs all ACD calls, emails and call-backs) maintaining and updating customer database
  • Escalates problems in line with documented procedures, as appropriate
  • Review associate’s performance against all areas of job function requirements and behavior expectations

Education


Marymount California University
2001 - 2005
Bachelor's Degree in Computer Science

Professional Skills


  • Highest level technical support for all in-house and outsourcing clients’, testing environments production environments. Point of escalation for nightly processing of in-house and Outsourcing clients, testing environments as well as production environments
  • Previous technical support experience of + 1 year in a call center environment for Windows OS, MS Office, MS Outlook, Internet Explorer, Antivirus and Peripherals (installation, operation, configuration, customization and usage)
  • Excellent problem solving, change management, mentorship and development, communication and interpersonal skills
  • Strong customer facing communication skills (written and verbal)
  • Proven history of exceptional teamwork, interpersonal and leadership skills
  • Detail oriented with good problem-solving skills
  • High ability to multi task and handle multiple priorities with excellent attention to detail in a high-energy and agile environment

How to write Client Technical Support Resume

Client Technical Support role is responsible for customer, english, organization, database, finance, credit, securities, training, security, equities.
To write great resume for client technical support job, your resume must include:

  • Your contact information
  • Work experience
  • Education
  • Skill listing

Contact Information For Client Technical Support Resume

The section contact information is important in your client technical support resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

  • First and last name
  • Email
  • Telephone number

Work Experience in Your Client Technical Support Resume

The section work experience is an essential part of your client technical support resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous client technical support responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular client technical support position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions. Representative Client Technical Support resume experience can include:

  • Previous experience troubleshooting desktop, printer and notebook issues
  • Technical and customer service skill requirements are high due to coaching role and responsibility to clearly explain to team issues that arise
  • Provide exceptional overall client experience to clients using time-sensitive, mission critical applications
  • Excellent compensation + benefits including medical, dental, vision, 401(k) match, generous PTO and more!
  • Demonstrable track record in providing excellent customer service
  • Experience working with customers in a support role

Education on a Client Technical Support Resume

Make sure to make education a priority on your client technical support resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your client technical support experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

  • School you graduated from
  • Major/ minor
  • Year of graduation
  • Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in Client Technical Support Resume

When listing skills on your client technical support resume, remember always to be honest about your level of ability. Include the Skills section after experience. Present the most important skills in your resume, there's a list of typical client technical support skills:

  • Fluent in English language skills spoken & written
  • Professional Microsoft Office Skills (Excel, Power Point, etc.)
  • Interface and maintain an excellent working relationship with other internal departments and clients while working on and completing customer requests
  • Experience working in banking or financial services is helpful
  • Technical customer service experience while working in a call center
  • Dynamic and energetic approach to problem solving in order to further a best in class Customer experience

List of Typical Experience For a Client Technical Support Resume

1

Experience For Client Technical Support Specialist Resume

  • Collaborate with other BU’s service management leaders to ensure we have common goals and operating methodologies and to ensure consistency and a comprehensive approach to how we manage the day to day operational aspects of our client relationships
  • Maintain high client retention, Monitor client satisfaction, facilitate improvement as needed, and regularly communicate with client’s key stakeholders in conjunction with the Account Executive
  • Supports external and internal clients by investigating complex access, configuration, compliance, functionality issues that have been escalated from external and internal clients; troubleshoots using different production and support applications, file archives, logs, and technical team contacts to resolve reported problems (Approx. 50%)
  • Receives and professionally responds to telephone and written requests from clients, account managers, and other internal clients (initial and follow-up) (Approx. 20%)
  • Demonstrate a strong sense of ownership for customer issues, show empathy, and keep the customer informed on the status of all open requests
  • Strong aptitude to troubleshoot and solve problems
  • Imaging new machines
  • Working knowledge of: Network Topologies, Mainstream Network Applications
2

Experience For Manager, Client Technical Support Resume

  • Handles post-promotion testing, on-call support for urgent requests (including after hours support) (Approx. 5%)
  • Assists in support improvement efforts and training working with clients, developers, and other technical staff to achieve desired outcome (Approx. 10%)
  • Generates/analyzes reporting specific to analysts to perform coaching needs analysis. (Technical Performance metrics only)
  • Support clients (internal and external) through phone, email and ticket tracking
  • Provide advanced troubleshooting of various DNA applications
  • Have an understanding of Domain Local, Universal and Global Groups
  • Monitor existing client domains to ensure no downtime due to domain configuration changes
  • Machine troubleshooting and resolution
3

Experience For Director, Client Technical Support Resume

  • Troubleshooting Microsoft Windows 7 (mid-level)
  • Documents research, client communication, and issue resolution in technical support tools (Approx. 10%)
  • Assists with other assigned tasks, as needed (Approx. 5%)
  • Role oversees team performance and provides feedback on day-to-day ops
  • Interfaces with customer and NTT Delivery teams to generate top quality service
  • Research, diagnose and respond to client inquiries in an expeditious, thorough and professional manner. This includes both reactive as well as proactive customer support
  • Exposure to front office trading/market data environments, ideally in a client/business facing role. (desired but not required)
  • Client service excellence, with a focus on being helpful, reliable, responsive, proactive, friendly, and professional
  • Unix, Unix power tools, Unix scripting (desired but not required)
4

Experience For Client Technical Support Senior Associate Resume

  • Thoroughly diagnose technical problems and communicate solutions to customers
  • Work closely with product, development and QA to serve as the voice of the customer internally and drive resolution of issues
  • Guides customer technical support analysts troubleshooting efforts to identify products that are defective and direct in issuing service calls in accordance with guidelines
  • Escalates problems when unable to make proper determination, identifying and provides input on unique or recurring customer problems
  • Arranges mentoring sessions based on needs analysis and coaches to proper troubleshooting and guidelines adherence improvements. Generates/Provides thorough documentation with regard to mentoring sessions completed to customer analysts manager or supervisors
  • Assists technical analysts by diagnosing problems and providing resolutions for technical related issues
  • Coaches analysts to their metric results through mentoring sessions
  • Act as an Level 2 support for frontline L1 agent and lead the technical troubleshooting and diagnostic to resolve the technical issues
  • Advises/educates technical analysts within procedural guidelines to ensure a complete solution to their technical or service questions
5

Experience For Client & Technical Support Analyst Resume

  • Assume the technical resolution ownership from L1 agent when issue is escalated, monitoring and tracking issues to ensure accurate resolution, escalating more complex customer technical issues to product support group when required
  • Provide technical coaching and mentoring for frontline L1 agent to improve the quality and accuracy of troubleshooting as well as driving down the dispatch cost
  • Experiences as Senior L1
  • Intricate knowledge of hardware and software troubleshooting practices
  • Thorough knowledge of the following: Mainstream Windows Applications, Basic and Advanced PC Hardware, Microsoft Operating Systems, Peripheral Subsystems including Multimedia, Printers, etc
  • Analyze and report to client's generic (standard, non-proprietary) client-server and networking problems impacting ADP Canada software
  • Advanced knowledge of the following: storage subsystems, video subsystems, processor subsystems
  • Up to two years’ experience that shows good knowledge of Microsoft Operating Systems local and remote administration and Microsoft Office family applications
  • Customer service and communication skills
6

Experience For Senior Client Technical Support Engineer Resume

  • Provide instructional mentorship to CSRs and advise them how to best handle complex issues by coaching them to be effective in our client communication
  • Direct the day to day operations to ensure that resources are assigned cases based on priority
  • Experience with VPN, Active Directory, Microsoft Office 2010 and Microsoft Office 365
  • Write and deliver performance appraisals for team members, coach and mentor, performance improvement plans
  • Provide effective and timely technical support to clients for ADP's platforms, including client software, hardware, databases, and data communications. This is to include client contact in an inbound telephone call centre, written contact, and on-site visits
  • Install ADP Canada's software products on client environments, with regard to ADP Canada hardware and software requirements
  • To assist in the analysis of and to simulate client issues related to new ADP Canada software releases and procedures
7

Experience For Client Technical Support Analyst Resume

  • Administer and support client and associate access to ADP Canada web-based applications
  • Administer and manage digital certificates for clients and associates, and troubleshoot access problems related to certificates
  • Liaise with 2nd and 3rd level technical support teams to resolve client issues
  • Monitor XRoads transmissions. Research, resolve and respond to issues and escalate as needed
  • Work closely with our development and technical infrastructure support teams on behalf of our clients to solve problems and communicate resolutions
  • Work with internal teams to troubleshoot and find solutions to client issues
  • Oversee Client Technical Support related activities such as
  • Accurately assess clients’ product issues or problems. Asks the client thoughtful and detailed questions and carefully listens to the user’s response to fully comprehend the need, product issue and quickly and accurately resolve the client’s need
  • Research clients’ problems and issues to increase personal knowledge of DNA products as well as ancillary products. Stay ahead of new products and releases by reading and researching advancements in products
8

Experience For Client Technical Support Senior Associate Oklahoma City Resume

  • Assure that Service Level Agreement standards are being met according the Client Service Essentials documentation
  • Support existing and new clients regarding Interceptas system usage
  • Act as a liaison between new and existing Customers and internal departments including technical development
  • Take care of challenging situations and conflict
  • Dedication to quality and high-level of customer satisfaction
9

Experience For Client Technical Support Senior Associate Pro Support Polish Resume

  • Available to work extended hours to handle escalated issues when needed
  • Provide guidance on complex technical issues
  • Create users’ home directories with appropriate permissions
  • Modify a user’s account permissions
  • Add user’s accounts to Distribution/Security Groups
10

Experience For Client Technical Support Specialist Client Hc Resolution Team Resume

  • Create a new Exchange Public Folder (i.e. Unit Calendar, bulletin
  • Serve as technical liaison between Net Driven and dealers in the United States and Canada
  • Provide technical support for clients to troubleshoot domain & email issues
  • Setup and support of client email accounts
  • Work on adhoc domain and email related projects
  • Maintain technical documentation in regards to the role
  • Customer service and interaction

List of Typical Skills For a Client Technical Support Resume

1

Skills For Client Technical Support Specialist Resume

  • Experience in troubleshooting technical or computer-related problems
  • Customer Service experience of + 1 year
  • Customer service experience in a call center environment
  • 1-2 two years experience in a customer service or related fields
  • Experience in a technical customer service environment
  • Previous contact centre support experience
  • Advanced knowledge and experience with general client-server applications, hardware and data communications
  • Direct the day to day operations to ensure that resources are assigned triage tasks based on priority
  • Detect and prioritize issues and manage multiple tasks
2

Skills For Manager, Client Technical Support Resume

  • Strong knowledge of online fraud prevention strategies
  • We have a strong emphasis on personal and professional development
  • Experience with Windows
  • Experience with MS Office
  • Experience in computer science or related technology field
  • Experience with Microsoft Office products (Word, Excel and Internet Explorer)
  • Portfolio reconciliation – reconcile the basket valuations prior to the implementation on the Basket Calculation Service
  • Experience managing remote staff a large asset
  • Maintaining regular contact with existing clients ensure we are providing a high level of customer support
3

Skills For Director, Client Technical Support Resume

  • Understanding of networks and a thorough understanding of core computing concepts (CPU’s, memory, I/O, etc.)
  • Working knowledge WIN 7&8
  • Understanding the financial industry
  • Ensuring that all client administrative work is up-to-date and accurate
  • Prepare technical root cause analysis report when required, identifying, researching and providing inputs on unique or recurring customer problems
  • Analyze and resolve client problems by handling advanced items and aiding the client support representatives in finding the best solutions
4

Skills For Client Technical Support Senior Associate Resume

  • Ensure all requests are logged and updated using our proprietary ticketing system
  • Maintain an outstanding level of customer service focus whilst dealing with clients
  • Exposure to troubleshooting Windows (Windows XP, Windows Vista and Windows 7) Exchange and basic network troubleshooting
  • We practice what we preach with group volunteer events and extra paid time off for individual volunteering
  • We have a flexible working environment and a team oriented atmosphere
  • Basic understanding of global equities and fixed income instruments
  • Portfolio mapping – research baskets of securities to be cross-referenced from industry standard identifiers to internal tickers and exchange mappings
  • Process ad-hoc portfolios – ability to process a portfolio outside of the normal processing requirements on an exception basis
5

Skills For Client & Technical Support Analyst Resume

  • Travel Required - Approximately 20%
  • Industry qualifications - DCSE, MCSE, MCP, CCNA
  • TAFE Qualification in IT or a relevant field
  • Knowledgeable of Dells product line, current industry products and technologies
  • Provides expertise and coordinates unique and complex troubleshooting efforts between clients, implementations, engineering, development, application support, and operations staff. In-depth research/analysis achieving frequent resolution of client issues. Escalates Base code defects to development
  • Participates in daily Turnover call to correct any items that are outstanding from nightly processing
  • Interface with technical development resources and internal client services personnel to determine nature of non-routine and moderate to complex problems. and Implements remediation procedures for customer. Consults on complex projects on existing applications, process flows and overall operating systems
6

Skills For Senior Client Technical Support Engineer Resume

  • Review new designs, enhancements and programs with systems analysts and applications programming personnel for operating efficiencies
  • The ability to work in a team environment and commit to a flexible work schedule, preferably the ability to accommodate a daytime, evening or overnight shifts
  • 12 weeks paid parental leave
  • Diverse & inclusive culture
  • Life Insurance & Salary Continuance via Dell’s super plan
  • A fun work environment & social events
  • The ability to work in a team environment and commit to a flexible work schedule
7

Skills For Client Technical Support Analyst Resume

  • Customer service experience - Excellent communication skills - The ability to work in a team environment and commit to a flexible work schedule, preferably the ability to accommodate a daytime, evening or overnight shifts
  • The willingness and desire to stay on the leading edge of technology by learning new techniques and methods through continual education and research
  • The ability to explain technical solutions clearly
  • Fluency in French, written and spoken
  • BMC Remedy, Asset and Incident Module (user-based knowledge)
  • Collaborate with all levels associates and managers for both internal and external customers
  • HDI certification is advantageous
  • Oversee and Mentor Tier 3 Analysts to ensure they
  • Work with customers in a way that is always patient and professional
8

Skills For Client Technical Support Senior Associate Oklahoma City Resume

  • CompTIA (Network+, Security+, Linux+, CCNP, CCNA, ASCP, MTA, MCSA, MOS)
  • AAP, CTP and/or Six Sigma certification desirable
  • Provide exemplary technical support to our customers globally by means of telephone, chat and email
  • Desire to keep service/application knowledge current
  • Extensive knowledge of the financial markets
  • Knowledge of IT related services
9

Skills For Client Technical Support Senior Associate Pro Support Polish Resume

  • Proficient in basic MS Word, MS Outlook
  • Strong knowledge of Microsoft Client Operating Systems (Windows 7,Vista, Windows XP) as well as a working knowledge of Microsoft Server Operating Systems (2000, 2003, 2008)
  • Extensive Experience with PL/SQL, .NET, Oracle, SQL, API Interfaces
  • Knowledge of database technologies (SQL/Sybase, Oracle) Internet browsers (Internet Explorer) and related technologies
  • Financial product support or financial institution is critical
  • Knowledge of file delivery protocols (SFTP, FTPS, HTTPS, VPN)
  • Research data queries – work with the US Product Management team to resolve data discrepancies and calculation errors
  • Document research process – work with the Business Line team to prepare documentation on the data research and resolution process
10

Skills For Client Technical Support Specialist Client Hc Resolution Team Resume

  • Establish credibility with clients by understanding their business and solving technical and data problems if they arise in co-ordination with IDS technical team
  • Presales support; understanding the data requirements of prospective clients and determining the viability of delivering the requirement to the client
  • Co-ordinating with the client services organisation across the region and globally
  • Provide direction and coaching to support associate’s career goals
  • On-call once every three weeks between US close and AU open
  • Work with Account Managers, clients and the global ETF and Index team in implementation of new projects
  • Know and conduct business in accordance with Fiserv’s quality programs and standards
  • Provide guidance, direction and coaching to the Client Service team that encourages building stronger, broader and deeper relationships across a client’s organization

List of Typical Responsibilities For a Client Technical Support Resume

1

Responsibilities For Client Technical Support Specialist Resume

  • Remedy data entry (Asset Module, Incident Management module)
  • Deployment of new machines
  • Installation and configuration of new machines in a Windows environment (mid-level)
  • Smart cards / PIV cards (general knowledge)
  • Dell Product intricacies
  • Monthly Health Allowance
  • Charity volunteer events
2

Responsibilities For Manager, Client Technical Support Resume

  • Flexible work solutions
  • Dell product discounts
  • SEC + CE

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