Technical Support Tier Resume Sample

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13 votes
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Brisa Murazik
707 Thompson Plain,  Philadelphia, PA
+1 (555) 643 9084

Work Experience


Technical Support Specialist Tier-m/f
05/2015 - PRESENT
Chicago, IL
  • Analyze, isolate, and resolve US Federal Court systems problems. This includes but is not limited to technical, procedural, operational, and functional issues
  • Assist court staff with applications utilized within the court unit
  • Maintain an on-line log of support requests and related resolution activity of help desk requests received from court staff
  • Test new releases of applications with related operating systems, and database software prior to distribution to court offices
  • Providing assistance with installation and operation of new releases
  • Provide implementation project management to court offices on new hardware or software being installed in the courts
  • Provide support (both on-site, and remotely) for domestic and international customers, as well as having availability up to 24 x 7
  • Work with multiple customer impacting systems including Internet services, Interactive Voice Response, Complex database servers, cloud servers and intranet services
  • Collaborate with New Product and Maintenance release teams, by helping to prioritize bug fixes as well as assess business’s ability to support new products/features
Technical Support Engineer Tier
02/2012 - 04/2015
Chicago, IL
  • Manage technical relations with third party business partners (hardware and software)
  • Coordinate Alpha and Beta tests with engineering and operations
  • Work directly with customers, partners, and reseller on an as needed basis
  • Years + Experience in UNIX or Windows Networking Administration or Technical Support
  • Some Holidays required
  • Enthusiasm and positive response
  • Collect, summarize, and chronologically document technical information
Helpdesk / Technical Support Tier
01/2005 - 10/2011
Boston, MA
  • /7/365 flexibility (weekends, holidays, off-hours, and on-call) as needed to support the business
  • Research and develop fixes for common problems Collect, summarize, and chronologically document technical information
  • Researches, resolves, and documents software and hardware issues and resolutions to Knowledge Base. Proactively monitors and performs daily health evaluations of Client critical systems to prevent issues. Documents and communicates any issues to appropriate IT staff
  • Answers and responds to inbound calls, emails, or chats using documented procedures, available tools and supplied script(s) to assess customer’s technical support needs and handle/route accordingly to the satisfaction of the customer
  • Manage in-bound calls and emails with focus and enthusiasm, a dedication to the consistent delivery of an exemplary quality standard of customer service and positive energy to competently answer questions about Telogis’ products and services
  • Provide timely, high quality responses to external and internal customer questions and escalations, whilst balancing both the company’s and the customer’s needs
  • Adhere to, and operate within, the company’s Support procedures, standards and policies
  • Contribute to, augment and expand upon the company’s knowledge management database

Education


Neumont University
2000 - 2004
Science's Degree in Computer Science

Professional Skills


  • Good problem solving, troubleshooting skills and customer facing skills
  • Strong organizational and prioritizing skills in order to meet SLA’s and KPI’s
  • Use critical thinking and logic skills to isolate and resolve complex technical issues in a timely manner
  • Actively update your technical skills both in the lab and by writing knowledge-based articles
  • Relevant work experience working with technical issues relating to Windows operating environments
  • Passion for helping people and creating a positive customer experience
  • Proactively identify ways to avoid recurring issues by recommending new and updated processes and/or customer facing FAQs / technical articles

How to write Technical Support Tier Resume

Technical Support Tier role is responsible for software, troubleshooting, database, training, mac, security, java, telephony, research, digital.
To write great resume for technical support tier job, your resume must include:

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

Contact Information For Technical Support Tier Resume

The section contact information is important in your technical support tier 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 Technical Support Tier Resume

The section work experience is an essential part of your technical support tier 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 technical support tier responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular technical support tier position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative Technical Support Tier resume experience can include:

  • Microsoft technologies including MS Server, Exchange, and SQLServer experience
  • Experience with virtualization using Hyper-V and VMware
  • Maintain quality standards set forth to ensure the best customer experience
  • Experience with Wi-Fi technology
  • At least, 1-3 years’ experience in a technical support environment
  • Changing routers experience configurations

Education on a Technical Support Tier Resume

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

When listing skills on your technical support tier 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 technical support tier skills:

  • A proven track record of effectively and efficiently resolving customer issues
  • Communicate moderately complex or technical information, ideas and results effectively in both oral and written form
  • Flexibility is crucial to be successful in our high-paced environment with changing priorities
  • Demonstrated ability to learn new technologies with minimal supervision
  • Respond to and track any such issues by ensuring the customer is promptly notified while ensuring resolution and/or proper handoff to team members
  • A basic understanding or networking principles and protocols

List of Typical Skills For a Technical Support Tier Resume

1

Skills For Technical Support Engineer Tier Resume

  • Analytical Problem Solving Skills required to identify the root cause of difficult technical problems relating to camera products
  • Collaboration and Teamwork required to effectively work with Sales and Engineering Teams
  • Analyze, apply problem solving skills, and manage tasks to resolution
  • Work within a ticketing system documenting all transactions appropriately
  • Act as the first point of contact, interacting with customers using multiple support channels (phone, email, chat)
  • Monitor all referrals through closure and confirm resolution by contacting impacted HSD customers
  • Basic knowledge of LINUX/UNIX OS including, but not limited to UNIX / LINUX/SUN/BSD/ MAC etc.
  • The ability to use critical-thinking and logic to isolate and resolve technical issues in a timely manner
  • Work comfortably within a “Total Ownership” culture that is managed through pre-established Key Processing Indicators and Service Level Agreements
2

Skills For Technical Support Tier One Resume

  • Create and deliver instructor-led training for Tier 1 support groups
  • Develop and maintain a thorough understanding of the Barracuda MSP services, its deployment, implementation and use within client environments
  • Identify customer-facing trends and communicate appropriately
  • Engage with customers using multiple support channels (phone, email, chat)
  • Respond to out of tolerance conditions
  • Work with local and global RDC/GNOC to resolve individual and multiple customer service problems
3

Skills For Helpdesk / Technical Support Tier Resume

  • Analyze, diagnose, and correct hardware and/or software errors associated with all HSD equipment under the division's control in such a way as to minimize system downtime
  • Act as liaison to all vendor help desk personnel, division technical personnel, and other internal and external departments who require high level technical support or assistance
  • Analyze, diagnose, and correct hardware and/or software errors associated with all HSD equipment under the division’s control in such a way as to minimize system downtime
  • Excellent verbal & written Communication Skills are required to clearly articulate problems, issues, solutions, and conclusions to Customers, Sales Engineering and Marketing teams
  • Trouble shoot 3rd party hardware and software: Examples of software would be VPN, Backups, Unix, Microsoft Operating System, Scripts/Coding, Web hosting, various email clients, and MySQL
  • Excellent customer service communication skills
  • Lead, train and mentor Tier 1 Technical Support staff for purposes of achieving optimal first contact closure rate
  • Perform proper trouble ticket entry and administration, and to adhere to escalation procedures and customer facing processes
  • Escalate any trouble tickets to the next level of support, Complex Maintenance when appropriate
4

Skills For Tier CRM Technical Support Engineer Resume

  • Be available to work any shift in a 24x7 call center environment
  • Security Software – EZ Armor
  • The ability to provide step-by-step technical help both written and verbal
  • Some college course work or higher in a technical field (e.g. IT, Computer Science)
  • Experience using tools required to support technology systems, including; Windows, servers, client toolsets, network troubleshooting tools, and other infrastructure consoles and toolsets is required
  • Coordinate between departments and teams to achieve results
5

Skills For Technical Support Specialist Tier-m/f Resume

  • Capacity to work in an interruptive environment and still deliver quality solutions
  • Assess a problem and identify potential solutions
  • Work and achieve results without constant supervision
  • Maintain professional interactions with all members of the team and customers at all times
  • Provide proactive assistance to Tier I agents
6

Skills For Tier, Operations Technical Support Specialist Resume

  • Resolve queries that come in via telephone or portal
  • Experience working within a technical support environment, primarily troubleshooting technical issues relating to windows operating environments
  • Hands on experience in telecom, tech support, networking, or hardware or 3 years of hands on experience in telecom, tech support, networking, or hardware, such as switches, routers, hubs, phone systems (PBX/CBX), Cisco, or Juniper
  • Data networking Protocols, such as OSPF, BGP, Access control list, NAT, DHCP, and Sub netting
  • Working knowledge of TCP/IP protocols, such as SMTP, DNS, HTTP, and the like
7

Skills For Tier, SEO Technical Support Engineer Resume

  • Working knowledge of VoIP
  • Employee Stock Purchase Plan (NYSE: CVG)
  • Up to 5 nights’ accommodation provided on arrival in city centre hotel
  • Provide courteous, efficient, and professional customer service and technical support to prospects and resellers via email, phone, and chat
  • Understand customer use cases and develop feature requests
8

Skills For Technical Support Tier Advanced Services Resume

  • Identify and suggest improvements to products and other documentation including knowledge-based articles, technical documents, and other customer support materials
  • Diagnose and troubleshoot technical issues
  • Maintain ownership of cases through final resolution
  • Assist and educate customers on products and services
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal team(s)
  • Recommend updated processes and knowledge base articles when needed
  • Document case notes in appropriate systems
9

Skills For Advanced Services Technical Support Tier Resume

  • Act as an escalation point for Level I Technical Support team
  • Provide technical guidance / feedback to L1
  • Act as subject matter expert on all products / services
  • Effectively communicate complex technical issues and / or trends to internal departments, such as Product, Development and QA based on set guidelines / process for doing so
  • Support Internal business systems: Provide technical support via remote and onsite support for escalated incidents and requests from Service Desk and other service departments. Utilize knowledge of the customer environment delivering timely and high quality incident resolution focusing on root cause analysis, prevention, and knowledge transfer
10

Skills For Technical Support, Tier Resume

  • Engage in training opportunities to maintain technical capabilities as well as perform training of other Service Desk staff as requested
  • Document steps taken to diagnose and resolve problems for future reference. As assigned, document configuration or procedural changes resulting from troubleshooting and problem resolution
  • Apply advanced product knowledge and problem-solving/troubleshooting skills, including decision making skills, in such areas as, but not limited to, basic customer care inquiries, supplying updated product knowledge to customers, matching customer interests to services available, placing orders and performing data entry in a billing and ticketing system

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