Remote Support Resume Sample

4.9
26 votes

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Stephan MacGyver
825 Feest Viaduct,  Dallas, TX
+1 (555) 172 6190

Work Experience


Remote Monitoring Technical Support Specialist
10/2017 - PRESENT
Dallas, TX
  • Learn and understand client processes and system needs and recommend improvement in workflow
  • Assist in resolution of basic business application issues and questions
  • Assist with internal/external network troubleshooting including carrier or provider connections
  • Assist in password management, user or device resets, etc
  • Constantly communicate with clients on items assigned and meet their expectations
  • Continuously work to improve key competencies and product knowledge
  • Attempts to resolve as many incidents during the first contact, or at Tier 1. Efficiently escalates incidents to higher Tier II or Tier III when required
  • Technical certification to meet 8570 IAT II compliance required
Remote Support Technician
08/2012 - 09/2017
Los Angeles, CA
  • Support Securitas’ Surveillance Systems – this includes configuring, trouble-shooting and remotely maintaining
  • Execute Help Desk tickets in support of all requirements for the SOC and remote surveillance installations
  • Interface with communication’s service providers/equipment vendors to report trouble and to trouble-shoot problems and ensure WAN is performing optimally
  • Support Securitas’ Solutions Support Team to include remote set up / configuration, troubleshooting and maintenance of security systems
  • Maintain high level of programming knowledge in IP Video Surveillance Systems, Access Control systems and related technologies
  • Timely correlation of Event, and creation of Incidents
  • Early awareness of business impact and appropriate identification of required urgency and communication to adjacent groups
Remote Technical Support
11/2006 - 04/2012
New York, NY
  • Management of automated scripts initiated by Events that are intended to resolve Incidents without human intervention
  • Ensure monitoring tools are operating as required, and that all devices and systems that need to be monitored are included within tools
  • Reactive, Proactive and Predictive monitoring capabilities leverage to provide a rich monitoring solution
  • Regular review and tuning of instrumentation to ensure monitoring remains relevant and valid
  • Incorporate lessons learned from outages to identify opportunities for better instrumentation with implementation plan
  • Engagement with system and application specialist to ensure requirements are correctly captured and that instrumentation delivers what is required
  • Initial classification and validation on scope if impact

Education


Westfield State University
2002 - 2006
Bachelor's Degree in Computer Science

Professional Skills


  • Demonstrated Multitasking capability: Strong organization skills and ability to prioritize
  • Strong communications skills to interface with end users and senior leadership effectively
  • Leadership skills to mentor and provide guidance to less experienced personnel
  • Excellent verbal and written communication skills. Fluent English is required
  • Excellent language skills in French
  • Having technical with customer handling skills
  • Having good knowledge of System X hardware and basic OS skills

How to write Remote Support Resume

Remote Support role is responsible for leadership, software, training, integration, gis, database, printing, security, architecture, research.
To write great resume for remote support job, your resume must include:

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

Contact Information For Remote Support Resume

The section contact information is important in your remote 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 Remote Support Resume

The section work experience is an essential part of your remote 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 remote 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 remote support position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions. Representative Remote Support resume experience can include:

  • Operating system concepts, and problem solving skills . (Windows/XP/Win7, linux)
  • Superior communication and listening skills
  • Storage concepts and problem solving skills
  • Knowledge PC Hardware/Software troubleshooting skills
  • Communicate effectively and professionally about plans and schedules with remote users and office managers
  • Providing effective and efficient first touch Incident management activities for Infrastructure based Incidents

Education on a Remote Support Resume

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

When listing skills on your remote 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 remote support skills:

  • Prior experience within a care center / remote support center managing service events via a ticketing system
  • Prior field service experience repairing, troubleshooting electro-mechanical commercial products on location at customer sites
  • Exceptional communication skills needed to manage interactions with a culturally diverse customer & reseller base
  • Communicate effectively with internal/external customers at all levels
  • The Remote Technical Services team process utilises skills, technology and knowledge to rapidly address and resolve issues in the support process
  • Experience in Database Administration Experience: DB2/AIX

List of Typical Experience For a Remote Support Resume

1

Experience For Remote Support Technician Resume

  • Proven customer-oriented skill-set
  • Experience with end user support using a wide range of technology including macOS, Windows, iOS, and Android devices
  • Experience on PLC Siemens and Simotion software
  • Experience with first line customer service & customer interaction
  • Experience in a technical support role
  • Follow standard operating procedures for technology (procuring, upgrading, disposal, etc)
  • Manage service calls including maintaining call logs, status and escalation communication with all parties concerned as appropriate
  • Maintain proper accounting of technology at each site
2

Experience For Remote Monitoring Technical Support Specialist Resume

  • Quickly respond to incidents and requests within a ticketing system
  • Coordinate with other teams as needed (networking, security, etc)
  • Establish and maintain positive work relationships with peers, management, and customers displaying willingness to understand diverse points of view
  • First level of investigation and diagnostics into Incident
  • Appropriate and timely transfer of Incidents to team responsible for second level of investigation, where incident was not able to be resolved at first touch and also ensuring that appropriate triage steps taken by team are fully documented to streamline activities at next level
  • Drive continual improvement of triage activities to ensure MTTR is reduced
  • Management of access control to secure physical access to data
  • Incident management where physical presence is required
  • Execution of operational tasks associated with Request Fulfilment or Change Management that require physical touch
3

Experience For Remote Support Manager Resume

  • Member of the Global Operations Leadership Team
  • Other Global Operations teams to ensure effective integration in delivering effective and efficient optimize operational services that meet the needs of the business
  • Answer, evaluate, and prioritize requests for assistance from clients experiencing problems with software, networking, and other computer-related topics
  • Strong customer focus, willingness to support, customer facing (phone)
  • Other GIS Services Functional Leads and sub-leads like Global Hosting, Global End User Computing, Strategy and Architecture and Portfolio Management
  • Communicate effectively in a timely manner to all stakeholders and those in the “need to know” when Infrastructure System related challenges arise and recommended solutions
  • Diagnose and remotely resolve technical and software issues using Xerox and partner systems
  • Resolve hardware related Technical Service requests for POWER products
4

Experience For Remote Technical Support Resume

  • Provides remote resolution of the customers technical issue in the first instance, allocation of the cost effective & correct resource/part required to implement the fix utilizing the technical tool suite available in line with SLA/other targets
  • Uses a variety of tools to identify underlying problems, for example; call logs, knowledge management databases using available device data to identify underlying problems utilising available device data
  • Provides timely & appropriate escalation of technical and software problems as specified in the “escalation-procedure” in order to minimize the down-time of machines
  • Analyzing call logs to identify common trends and underlying problems
  • Technical resolution - troubleshooting, diagnosing and resolving application issues through a full incident life cycle
  • Support ticket management - managing tickets by taking ownership and providing accurate updates
5

Experience For Remote Software Technical Support Resume

  • Assist and bolster the IT team in creating and maintaining internal processes for various projects and execute where necessary
  • Identify, investigate and research user questions and problems as well as isolating and resolving information systems problems
  • Represent companyin a face to face customer location visit, industry conference/trade show, vendor meeting, etc
  • Provide first level support when necessary to customers, assisting them with hardware and software problems via phone, email, or remote desktop support
  • Field incoming requests from end users in North American and International locations in a courteous manner
6

Experience For Remote Tech Support Specialist Resume

  • Assists with the installation, configuration, and support of desktop hardware and related peripheral equipment
  • Works with help desk team to determine and resolve problems received as it pertains to all IT
  • Maintain appropriate documentation and resolution information
  • Generates new and innovative solutions to complex problems, and proposes improvements to
  • Respond to all incoming requests for remote and phone service in a timely manner, actively manage open caseload, proactively engage with both customers and direct service personnel via telephone and email while logged into print systems remotely in order to offer assistance in resolving issues preventing production
  • Log detailed reports documenting customer problems and other related situations, as well as handle other administrative responsibilities
  • Knowledge of super-wide digital print systems or related equipment
7

Experience For Remote Support Dental Installs Resume

  • Provide technical support to remote locations in both the News and Business units
  • Support the setup and configuration of remote sites
  • Help coordinate the moves of offices as needed
  • Support special events at remote locations
  • Able to work independently and manage own time
  • Review tickets and analyze a client’s current IT environment and define future business and technical requirements
  • Possibility of flexible work arrangement after the first year of service
8

Experience For Line Remote Support Analyst Resume

  • Call Desk, Client Reps/Business teams and Part Delivery Teams and Service Partners
  • Advanced knowledge of PC or Server Hardware architecture
  • Document customer interactions
  • Knowledge of any UNIX based OS
  • Conducts quality reviews
  • Maintain contact with

List of Typical Skills For a Remote Support Resume

1

Skills For Remote Support Technician Resume

  • Experience in Database Administration Experience: DB2/AIX
  • Experience in Database Administration Experience: AIX /mainframe
  • Experience in a phone support or technical customer service role, working with a ticketing system
  • Experience troubleshooting home network connections/equipment and VPN
  • De-escalate and prioritize well interactions with customers while delivering world class customer satisfaction
  • Considerable successful experience working in a technical call center
  • Experience working with Remedy and ability to troubleshoot blackberries and smartphones
2

Skills For Remote Monitoring Technical Support Specialist Resume

  • Technical support experience troubleshooting Windows 7
  • IT infrastructure (Server, database and storage) implementation, system consolidation, cloud computing and virtualization system deployment might be required
  • Experience with Microsoft Server operating systems/Linux and Fibre installations
  • Graphics and / or application support experience. Adobe suites, RIP software, print job configuration setup
  • Previous Designjet, Latex or UV product experience
  • Experience in technical support background
  • High quality customer interactions and experiences
  • Proficient with technology and solid knowledge of computer operations and software
3

Skills For Remote Support Manager Resume

  • Experience with tape drives
  • Experience in Customer Support or similar fields
  • Fluent in German and good command of English
  • Working knowledge of networking, IP schemes and subnets
  • Handling escalations at points and also act as Shift in charge during weekends in absence of designated supervisors
  • Working knowledge of the Microsoft windows desktop platforms
  • Working knowledge of Microsoft Office and Microsoft O365
  • Managing support mailbox to ensure that all customer Emails are responded appropriately in defined TAT
  • Manages incoming contract details, soliciting and documenting account assignments and generating account team checklists
4

Skills For Remote Technical Support Resume

  • Exposure to hands on hardware/software integration of systems. (e.g. building servers/storage environments, maintaining / servicing)
  • Troubleshoot desktop and network printing issues
  • Work with Microsoft Active Directory - setting up new users accounts
  • Provides Post Sales support for associated Operating Systems, Virtualization and High Availability products
  • Knowledge of structured methodology to resolve an issue such as 5-step troubleshooting
  • Define roadmap to achieve vision and ensure supporting initiative defined within the roadmap are appropriately managed
  • Call Center/Help desk exp; and willing to work flexible shifts
5

Skills For Remote Software Technical Support Resume

  • Basic understanding of MS Office 2007/2010 and the ability to troubleshoot Windows XP issues
  • Responsible for providing escalated technical support to both internal and external clients
  • B.Sc. in Electronics/Communication/Computer Engineering
  • Execution of defined restoration steps associated with restoring incidents
  • Management of all environmental elements required to enable equipment to be located within a facility (power, cooling, etc.)
  • Motive and lead virtual cross-cultural, geographically distributed teams
  • Exposure to different media / substrate types, car wraps, banners, commercial prints
6

Skills For Remote Tech Support Specialist Resume

  • Windows XP Pro, Windows 7, Windows 8, and Windows 10
  • Troubleshoot desktop and laptop hardware
  • Answer the phone in a polite, professional and timely manner
  • Great Customer Service/Personality(Communication and High Energy)
  • Provides Post Sales support for IBM Hardware products
7

Skills For Remote Support Dental Installs Resume

  • Exposure to a variety of computer applications, data bases, remote access applications, and network configurations
  • Enthusiasm for investigating and resolving challenging issues, building a structured plan of action to resolve while keeping our customers informed on progress and delivering a positive outcome
  • Directs and provides vision for Remote Support services
  • Appropriate controls and structure to deliver facility management for service rooms and data centers that aligns with the needs of the business
  • Optimize value obtained from monitoring tools through effective engagement of application and system specialist to deploy instrumentation that provides early awareness of all issues that require action
  • Define Critical Success Factors and Key Performance Indicators to effectively measure the delivery of services from within Remote Support
  • Twelve or more years of experience in various aspects of communications infrastructure management and operations
8

Skills For Line Remote Support Analyst Resume

  • Providing cost-efficient, highly stable, proactive monitoring services
  • Drive activities to maximize the volume of Incidents that can be resolved within Remote Support, and where automation can be leveraged to remove any human interaction
  • Establish and maintain effective relationships with the local IT Relationship Manager and with local HR, and understand the local people policies for countries in which Remote Support staff are located
  • Manage the Remote Support budget globally including (but not limited to) budget for travel, education, costs, payroll, purchased services, etc
  • Provides back office support including but not limited to managing customer information, generating activity reports, updating databases and researching contract issues
9

Skills For Remote Support Specialist Resume

  • Manages the service requests through different access channels
  • Participates in projects for process or quality/performance improvement projects
  • German Native language fluency level (mandatory)
  • Application of defined practices, procedures and company policies to troubleshoot, resolve issues and address routine Tax Support customer questions
  • Utilize and leverage government websites and toolkits to seek out and deliver the right answer to the customer
  • Represent the Intuit TurboTax brand and spirit by demonstrating empathy for the customer, empowering and partnering with the customer, personalizing the experience, and providing them the confidence that they can do their own taxes
10

Skills For Seasonal Tax Support Specialist Remote Resume

  • Four or more years of technical or customer support experience
  • Experience in client relationships
  • Remote Technical Services is the primary customer support process used to resolve technical and software issues experienced by the customer
  • 1 – 2 or more years of technical training
  • English Native language fluency level (mandatory)
  • Communicate with clients from Japan by phone or email in Japanese while be able to escalate a case to further level support in English if needed
  • The role holder captures knowledge and shares best practises from customer interactions, to capture repeatable solutions (into database)

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