Line Support Resume Sample

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Jude Hartmann
722 Nicolas Stravenue,  Boston,  MA
+1 (555) 464 7369

Work Experience

Line Support Specialist
05/2017 - PRESENT
New York, NY
  • Knowledge of networking and hardware issues (desirable)
  • Knowledge of networking and hardware issues
  • To reside within easy travelling distance of our Bradford office
  • Demonstrate Eaton’s values and philosophy with every action and every decision in combination of recognizing the value of different perspectives and culture for the ICPD-Engineering organization
  • Proven Experience in supporting computer hardware Good knowledge of Microsoft operating systems and software Ability to direct and mentor Team members Logical approach to problem solving Self-motivated Excellent Customer service skills Clear Verbal and written communication Good organisational and planning skills Able to effectively handle pressures and challenges
  • To support customers by providing technical support
  • Develop internal utilities
  • Advocate for product bug fixes and enhancements
Line Support
12/2013 - 02/2017
Philadelphia, PA
  • Experience of software development and/or technical support
  • Experience of linux
  • Strong experience and technical knowledge of TCP/IP
  • Knowledge of client/server application
  • Support the Global Business with all IT queries and provide technical support
  • Focus on the administration and maintenance of various systems, including; Windows 7/8.1, Windows Server 2008/2012 R2, Office 2010/2013, Exchange2010, Active Directory and VMware and Citrix XenApp
  • Expectation to be on 24/7 call on a rotation basis amongst the team - approximately 1 week in 6
  • Some travel outside of the UK
  • All work is logged
Line Support Technician
03/2011 - 11/2013
San Francisco, CA
  • Tickets are responded to and resolved within agreed SLA
  • Customer Satisfaction feedback via surveys or direct feedback
  • Ensure system performance targets are achieved or surpassed, this includes incident, service request SLA’s and maintaining or improving identified system, service KPI’s
  • Delivery of 1st class support on IT issues across users
  • Responses and resolutions within agreed SLAs
  • Work across multiple support channels to provide support to users, such as
  • Telephone, online portal and potential other support channels in the future
  • Working as a 2nd line analyst either in the technical or applications team


Kaplan University - Mason City Campus
2005 - 2010
Engineer's Degree in Business

Professional Skills

  • Strong personal development and motivational skills – required to be flexible, positive and have good organisational and interpersonal skills
  • Experiences in managing risk, developed analytical skills, strong listening capabilities
  • A strong methodological and structured approach to problem solving skills
  • Strong Communication and collaboration skills to articulate, rationalise situations during incidents
  • Demonstrate ‘trouble shooting skills’ to resolve and work through problems
  • Numerate, articulate, strong attention to detail and good negotiating skills
  • Demonstrate communication, organization, and listening skills

How to write Line Support Resume

Line Support role is responsible for architecture, basic, software, design, integration, training, security, planning, reporting, travel.
To write great resume for line support job, your resume must include:

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

Contact Information For Line Support Resume

The section contact information is important in your line 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 Line Support Resume

The section work experience is an essential part of your line 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 line 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 line support position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative Line Support resume experience can include:

  • Have skills for managing/motivating others
  • In depth Office 365 Administration experience. Experience of troubleshooting various issues of office 365
  • Effective prioritisation, coordination, ownership and resolution of logged incidents via call logging toolsets within agreed SLAs
  • Experience in a Second Line network support capacity, with demonstrable experience of resolving incidents for multiple customers
  • Experience in supporting a Microsoft environment and have good knowledge of Windows Server 2008, 2012, or 2016
  • Applies knowledge skills through handling complex problems

Education on a Line Support Resume

Make sure to make education a priority on your line support resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your line 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 Line Support Resume

When listing skills on your line 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 line support skills:

  • Has good relationship and organizational skills with ability to create effective relationships with business and within IT
  • Excellent verbal skills, particularly remote support over the phone
  • Excellent customer service, presentation, organisational aand communication skills
  • Able to multi-task effectively; prioritising workload to deliver the most efficient service
  • Strong operational skills in Infrastructure and Operations
  • Working effectively with external suppliers who are used to deliver components of our service, such as data recovery and IT consumable provision

List of Typical Experience For a Line Support Resume


Experience For Line Support Analyst Resume

  • To utilise active listening techniques to understand and interpret customer requirements when logging calls, prioritising them against agreed SLAs
  • Experience with Windows servers would be beneficial
  • Good knowledge of PowerShell for exchange online, SharePoint online and Skype online
  • P2V skill set for both VMWare and Hyper-V
  • Video games industry experience preferable
  • Keeping and maintaining access control records, working documents and databases
  • Assisting and Supporting Network Services Department on Billing Systems and Queries
  • Providing backfill into 1st line role during busy periods
  • Maintaining an up-to-date knowledge of the SIMS schools software and related processes through individual investigation and on the job training

Experience For Line Support Technician Resume

  • Processing Development Request to assist the Production Teams in achieving an improved range of software
  • Researching and modifying ADP's systems to meet clients' specific needs
  • Monitoring and investigating alerts
  • Identifying and resolving incidents
  • Taking end-to-end ownership of incidents, ensuring accurate and timely updates are maintained in the incident management system
  • Creating and maintaining customer profiles within Service Desk Tools for users
  • Assisting and supporting for Line Orders for clients and Sales Team
  • Understanding of manufacturing processes and high product quality standards
  • Configuring & installing new desktop PC’s ready for new starters

Experience For Line Support Specialist Resume

  • Working to ensure all agreed Service Level Agreements (SLA's) are adhered to
  • Assisting with the daily activities of the Support Team to ensure delivery of optimal service and the improvement of client retention and satisfaction
  • Agreeing resolution dates with clients and follow ups until completion
  • Working knowledge and ability to support all aspects of the bottle line
  • Cleaning and maintenance of equipment in accordance with operation manuals and plant SOP's
  • Mentoring of 2nd line and more junior engineers
  • Consulting with technical teams to resolve incidents that are beyond the scope

Experience For Engineer Line Support Quality Resume

  • Ensuring access controls meets the requirements as defined by Dyson Security policy
  • Escalating threat activity to appropriate teams/management
  • Contributing to service improvement projects
  • Identifying opportunities for improvements to known solutions
  • Understanding, Ethernet, TCP/IP, DHCP, DNS, firewalls and VPN technologies, preferably UAG
  • Working Knowledge of Active Directory User and Security administration, Shared folders and NTFS permissions
  • Working within a busy customer service or client management team
  • Understanding of cloud concepts and virtualization

Experience For Front Line Support Manager Resume

  • Operating at a high level of First Time Fix
  • Submitting requests for payments, invoices
  • Contributing towards the knowledge of colleagues on the Helpdesk
  • Making sure that current product systems are understood and utilised appropriately
  • To assist with mailbox processing when required, logging customer issues/requests and replying to any queries
  • Utilise active listening, analysing and understanding the needs of the customer

Experience For Line Support Help Desk Analyst Resume

  • An understanding of a scripting language (UNIX Shell/Perl/Java) would be beneficial to diagnose incidents caused by scripting issues
  • To perform a customer facing role focused on delivering first class customer service, against established Service Desk performance targets and SLA’s
  • Manages the life cycle of applications/infrastructure assigned, including decommissioning
  • Perform customer facing role, focused on delivering against established Service Desk performance targets
  • Proactively monitoring all desktop I.T. systems (PC’s, VDU’s, consoles, peripherals, networking & power) for upgrades & maintenance
  • Build knowledge base articles and procedures for carrying out technical tasks

Experience For Connect Apps nd Line Support Technical Management Resume

  • Perform PC upgrades and imaging of PC’s where required
  • Engage on business line risk assessments. Understand impacts leading to business lines’ risk ratings
  • Ensures proper documentation, notification, escalation, tracking and follow up of all incidents
  • Troubleshoot and resolve incidents relating to Infrastructure hardware and software
  • Take ownership of personal ticket queues and support colleagues when necessary to improve customer satisfaction whilst achieving contractual SLAs
  • Cord recurring incidents in problem management system and conduct root cause analysis where necessary

Experience For Team Leader Product Line Support Engineering Resume

  • Manage and perform work on larger IT support processes and projects, reporting regularly to the IT Helpdesk Manager
  • Respond to user support requests by providing the necessary support and information to assist with the resolution of their issues within the SLAs
  • To answer calls received to the Service Desk, logging all calls received as issues or requests to agreed standards
  • Perform PC upgrades where required using defined internal processes
  • Responsible for restoring normal service operation as quickly as possible
  • Minimise adverse impact on business operations following an incident
  • Provides medium complexity technology support activities including off-shift support
  • Customer Focused, committed to providing a professional 1st line service
  • Comfortable working across a multi-disciplined environment

Experience For Second Line Support Analyst Resume

  • Identify future preventative action(s). Adjust monitoring, control, check-out processes and procedures as necessary
  • Assist in creating knowledge articles
  • Help build a greater capability working closely with Service Desk
  • Wireless network (ideally Cisco Wireless Networking),
  • First line fixing of faults to an agreed percentage
  • Client-centric with a genuine interest in understanding our clients’ business

Experience For First Line Support Application Engineer Resume

  • Read, write, and communicate in English at a level to facilitate the understanding of the terminology of the job
  • Apply technical fixes, using agreed IT toolsets
  • An understanding of Active Directory, Exchange, Cisco IP Phones, Remote Assistance/Desktop, and Server Infrastructure
  • Document existing processes and business models
  • Take ownership of support requests and delivering responses and resolutions within

List of Typical Skills For a Line Support Resume


Skills For Line Support Analyst Resume

  • Good experience managing Microsoft and Mac based operating systems using
  • Good experience managing Microsoft and Mac based operating systems using management tools such as Airwatch, Casper or SCCM
  • Proven experience in using a Service Management system to manage all incidents and requests
  • Fluent in spoken and written English, with above average communication skills
  • Office 365 or Lync/Skype for Business administration skills are an advantage as is Exchange knowledge
  • Learn basic keyboard and data entry skills
  • The ability to liaise effectively with team members, team leaders and managers
  • Liaise effectively at all levels internally and externally
  • Have basic math skills

Skills For Line Support Technician Resume

  • PowerShell skills nice to have
  • Proven Service/Help Desk experience
  • Expert Active Directory architecture and design/migration skills
  • VMWare/Hyper-V skills to Architecture design and implementation level
  • Windows server 2008-2016 build and administrator skills
  • Cloud integration skills
  • Raising high priority incidents to both internal and external teams
  • Previous experience building, deploying, troubleshooting & supporting mobile
  • Experience troubleshooting and resolving client queries

Skills For Line Support Specialist Resume

  • Experience using the following: Active Directory, Office 365, MS Office / Windows 8.1/ 10
  • Experience with End User Devices, IAM, Printing Unified Comms, Apps & Hosting, Email, Calender, Document Management
  • Experience in supporting Microsoft Desktop environments such as Windows 7/8/10 operating systems
  • Experience with using and troubleshooting Outlook 2007, 2010, 2016 and 365
  • Experience in troubleshooting Microsoft Applications, Printer faults and Operating systems
  • Strong knowledge of applications/infrastructure assigned, including feeds from and to related applications and supporting infrastructure
  • Flexible to respond to ongoing customer demands, with the ability to work well under pressure, prioritising cases to meet SLA’s
  • Experience working withing an SME (< 200 persons)

Skills For Engineer Line Support Quality Resume

  • Evidence of building gaming PC
  • Previous credible experience of working in an IT support / helpdesk role providing IT systems support to resolve user issues
  • A broad technical knowledge of Cisco Technologies, Juniper (LAN/WAN) and a good overall understanding of Firewalls
  • Good understanding of IT Networks infrastructure
  • Experience migrating desktop environments

Skills For Front Line Support Manager Resume

  • Good working hardware knowledge of PCs and laptops
  • Experience supporting Apple OS X and iOS highly desirable
  • Solid understanding of Active Directory and Group Policy management
  • Develop best practices for good troubleshooting and service management methodologies
  • Experience of working within a large IT department
  • Previous experience of dealing with IT applications
  • Troubleshooting and investigative experience

Skills For Line Support Help Desk Analyst Resume

  • Previous experience supporting various desktop, cloud based and COTS
  • Previous experience working in an ITIL environment
  • Previous baning experience desirable
  • Experience of dealing with customers in a phone based environment
  • Computer literate with demonstrable experience of using Microsoft packages such as Word and Excel
  • Experience of Asset Care in a manufacturing operations

Skills For Connect Apps nd Line Support Technical Management Resume

  • Opportunity to gain broad experience of the large IT infrastructure including
  • Good understanding of the operational environment of wealth management Japan
  • Experience in areas such as audit / monitoring / compliance / risk control
  • Experience with customer support in one of following areas
  • Previous experience in a 1st line support role, specifically associated with the monitoring, diagnosis and resolution of batch and file transfer incidents
  • Experience working within a medium-large service desk team
  • Knowledge of ITIL best practice and experience working in an ITIL-aligned service desk
  • Experience of supporting complex software applications
  • Experience working within developer rich environment

Skills For Team Leader Product Line Support Engineering Resume

  • Improve client satisfaction through excellent delivery of cost-efficient services
  • Hands-on experience of NetApp technology
  • Good understanding of data flow billing platform would be an advantage
  • Technical knowledge of IT infrastructure, gained through experience
  • Strong Microsoft Windows 10 & Office 365 desktop administration
  • Prioritise and manage own workloads against set SLAs
  • Knowledge of SCM best practices Experience with software development environments and life-cycles

Skills For Second Line Support Analyst Resume

  • Evaluates business demands, understands criticality from the business and helps manage priorities and expectations
  • 2nd line support experience in cloud based technologies and services such as
  • Active Directory and Group Policy configuration experience is essential
  • Strong knowledge of Microsoft Office 2007, 2010, 2016 and 365
  • Experience of user administration within an MDM tool
  • Opportunity to gain broad experience of the large IT infrastructure

Skills For First Line Support Application Engineer Resume

  • Deliver excellent customer service to the frontline businesses
  • Maintain strong communication channels with key stakeholders / customers
  • Experience with Active Directory and Windows Server 2008/2012
  • Experience within the customer service / help desk, preferably a multinational organization
  • Customer Service Experience, both face to face and over the phone
  • Back office or Relationship Management experience
  • Customer service experience within a financial organisation
  • Excellent attention to detail, neatness, and follow through
  • Demonstrable commercial experience in 1st Line Support

List of Typical Responsibilities For a Line Support Resume


Responsibilities For Line Support Analyst Resume

  • Experience supporting a CRM system - especially Salesforce - beneficial
  • Deliver excellent customer service through all forms of communication
  • Answering telephone queries; working within tight deadlines
  • Dealing with internal and external customers ensuring that customer satisfaction is achieved at all times
  • Working with other team members to offer business contingency and flexibility across all products as required
  • Wworking within a busy customer service or client management team
  • Managing a portfolio of clients that delivered commercial and operational results
  • Using remote control software tools to provide fault resolution and diagnosis
  • Follow agreed procedures and working practices relating to the Support Desk

Responsibilities For Line Support Technician Resume

  • Used to working to deadlines at times under pressure without compromising overall quality
  • An understanding of system troubleshooting processes from notification through resolution is required
  • Respond to user support requests by providing the necessary support and information to assist with the resolution of their issues
  • Escalate as appropriate to ensure a prompt restoration of service arranging for the relevant 2nd and 3rd line specialists to address and resolve incidents
  • To log and escalate calls with third parties where required, ensuring communication back to the customer
  • Payments sectors, particularly the PSP and acquiring market
  • Team player with a flexible approach to work, easily adapting to change

Responsibilities For Line Support Specialist Resume

  • Be enthusiastic and passionate about providing ‘best in class’ service
  • First hand knowledge of Windows debugging
  • SSIM/iLog (incident logging applications)
  • Company Benefits package including: Pension, Health Care, Life Insurance, Childcare vouchers and various discounts
  • Incident Management-passing incidents to the 2nd level support team
  • Remote analysis and support of customer faults and changes utilising network management systems and remote access solutions

Responsibilities For Engineer Line Support Quality Resume

  • Triage and escalate incidents and requests where required to 3rd Line Support
  • As the service desk develops
  • Develop and maintain an up-to-date knowledge of issues relevant to the implementation of the SIMS schools software to assist in achieving a consistently high standard of customer support
  • Helping to identify any personal training requirements with the line manager to ensure knowledge levels are kept up-to-date and in line with any business changes
  • Understand business lines’ product and process “road maps”. Provide risk guidance on potential enhancements and new products. Engage as needed on corporate change control process to insure change requests are reviewed and processed efficiently
  • Experience in Windows Server 2008/2012 as technology support/administrator

Responsibilities For Front Line Support Manager Resume

  • Experience within the customer service area (preferably a multinational organization)
  • Call and incident Management to a 2nd line level
  • Manage the computer’s life cycle
  • ‘Service bone’ - want to help customers so much it hurts
  • Have general pc knowledge (i.e., all Windows versions - XP/7 etc) and Browser (IE) knowledge. Know how to check for low disk space/memory usage/Windows Service’s, running schedules etc

Responsibilities For Line Support Help Desk Analyst Resume

  • Experience of Windows 7 and 10
  • Pro-actively monitor and manage the internal IT Helpdesk applications within the Helpdesk Team
  • Liaise with third party support partners and escalate support issues where necessary
  • Support the Network Services Team with project activity as required
  • ITIL qualification at foundation level is desirable
  • Able to support users on both Windows and Apple hardware and software
  • Highly computer literate in Microsoft products

Responsibilities For Connect Apps nd Line Support Technical Management Resume

  • Verification of materials and codes to ensure adherence to specifications and record necessary information on appropriate forms
  • General support of plant production and quality as assigned by plant leadership
  • Trained in the Kerry HACCP program in order to identify critical steps and their instructions critical to effective implimentation and maintenance of the food Safety Plan
  • Support all elements of SQF
  • Performs second level support of Windows 2008/2012 Active Directory and related Identity and Access Management technologies
  • Controls authentication and authorization mechanisms
  • Participates in preventive maintenance and ensure services levels are delivered to meet customer business needs and expectations

Responsibilities For Team Leader Product Line Support Engineering Resume

  • Weekend on-call support when required
  • Understands cloud concepts and virtualization
  • Attitude to learn new technologies quickly
  • Monitor incident management tool and close the Incident Records within SLA
  • Troubleshoot and guide on outlook / owa/ SharePoint, Skype, and one drive issues

Responsibilities For Second Line Support Analyst Resume

  • Monitor and identify capacity and performance issues for Production Services to ensure continued, uninterrupted operation of Production Services systems
  • Provide proactive and reactive 3rd line onsite and remote server, storage and application support services to corporate infrastructure and customer end users
  • Maintain and enhance standard processes and create new ones as applicable
  • Provide technical expertise and assistance on project assignments
  • Contribute to service and infrastructure improvement initiatives
  • Provide technical expertise and assistance on project assignmentsRecord recurring incidents in problem management system and conduct root cause analysis where necessary
  • Pro-actively monitor and manage the internal IT Helpdesk applications within the Helpdesk Team, providing timely and accurate updates to the ticketing system
  • Support the 1st Line Support Analyst’s with more complex IT support calls

Responsibilities For First Line Support Application Engineer Resume

  • Work with other IT/ business personnel with project activity as required
  • First point of contact for end-user requests and issues
  • Monitor and assign support tickets in the service management tool
  • Provide resolution to requests/issues where possible or escalate as necessary
  • Liaise with 2nd line, infrastructure, and group IT teams
  • Ensure regular and concise communication with end-user
  • To utilise problem analysis techniques to diagnose and rectify technical problems and queries following first line fix criteria, and where possible resolve at first call

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