Tier Support Resume Sample

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Rick Ritchie
16788 Deondre Locks,  Phoenix, AZ
+1 (555) 740 6183

Work Experience

Senior Tier Support Engineer
06/2015 - PRESENT
Phoenix, AZ
  • CompTIA certification (A+, Security+, etc)
  • Performs onsite analysis, diagnosis, and resolution of information technology problems (computers, networks, IP phones, wireless, printers, scanners, etc.), and recommends and implements corrective solutions. Assists other teams to resolve issues
  • Installs, configures, tests, maintains, monitors, and troubleshoots end-user workstations and related hardware and software in order to deliver required desktop service levels
  • Resolves and documents resolution of service desk incidents and requests in a timely manner as specified by approved Operational Level Agreements and Service Level Agreements
  • Participates in the Implementation and support of network devices and systems
  • Participates in completing projects following enterprise standards. Assists in ensuring that key stakeholders both inside and outside of Information Systems are updated on project status, issues, barriers, etc
  • Assists in creating and maintains critical support documentation in the enterprise defined knowledge repository
Tier Support Engineer
06/2012 - 05/2015
Philadelphia, PA
  • Implements enterprise defined security policies (hardware and software) and assists in the monitoring of compliance for users, systems and devices
  • Assists in defining enterprise standards, processes, and procedures
  • Consistently following defined support processes
  • Providing support to customers only via established channels
  • Consistently documenting support efforts within the Eskenazi Health service management platform
  • Consistently following change control policies and processes in the course of providing support to customers
  • Consistently following escalation guidelines for issues which cannot be resolved at Tier 2
Desktop Imaging, Patching & Tier, Support
12/2005 - 05/2012
Dallas, TX
  • Providing "closed loop" customer service by serving as the primary liaison between the support organization and customers for issues escalated beyond Tier 2
  • Aggressively cross training to improve the efficiency and depth of the overall Tier 2 Support team
  • Actively participating in support process/performance continual improvement efforts
  • Continually improving support knowledge resources
  • Working to enable Service Desk (Tier 1) resolution of common issues wherever possible
  • Issues resolvable via self-service or at the Service Desk (Tier 1) are consistently "pushed down" for resolution at a lower tier wherever possible
  • Flagging the need for systems/service improvements which surface during support efforts
  • Handling inbound calls consisting of password reset, functionality workflows, system enhancements and system defects
  • Handling calls related to Training Support. As well as closing the feedback loop back to the customer in a professional manner


Franciscan University of Steubenville
1999 - 2004
Bachelor's Degree in Computer Science

Professional Skills

  • Having excellent customer service and communication skills
  • Excellent organizational skills (planning, record management, multi-tasking, etc)
  • Excellent communication and relationship skills; able to professionally communicate technical information to people of varying technical knowledge
  • Aiding any part of the technical team in whatever capacity as appropriate for their skillset
  • Networking basics and troubleshooting skills
  • Basic troubleshooting and problem-solving skills
  • Strong customer service skill set and ability to work well with others

How to write Tier Support Resume

Tier Support role is responsible for customer, advanced, technical, troubleshooting, english, analytical, reporting, bonus, communications, architecture.
To write great resume for tier support job, your resume must include:

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

Contact Information For Tier Support Resume

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

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

Representative Tier Support resume experience can include:

  • Strong technical skills with information services (e.g. SQL, XML’s, networking)
  • Strong technical and troubleshooting skills with information services
  • Has strong analytical and problem-solving skills
  • Work effectively in both an independent as well as collaborative setting
  • Experience/certification in one or more of the following services: Active Directory, Exchange, VMWare, SCCM, SCOM, TMG, Good Mobile
  • Advanced PC skills, including advanced knowledge of Excel, MS Outlook, SharePoint

Education on a Tier Support Resume

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

When listing skills on your tier 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 tier support skills:

  • Good interpersonal skills and an ability to communicate effectively
  • Strong analytical skills (i.e. system analysis, troubleshooting, debugging code)
  • Maintain positive attitude and possess good soft skills
  • Customer focus and a proven pro-active approach, ability to understand and define customer needs quickly and effectively
  • Able to multi-task and prioritize efficiently and effectively
  • Multi-task on short term projects and manage time effectively

List of Typical Experience For a Tier Support Resume


Experience For Tier Support Engineer Resume

  • Technical skills in any of the following technology areas that would be a sifnificant advantage
  • 2/3 years solid experience in 200+ user in a Windows environment
  • Prior call center or user support experience
  • Demonstrable skills in algorithm development and problem solving
  • Technical proficiency of SQL, PLSQL for Oracle, and PS/Query for reviewing data, troubleshooting and testing/validating source system data
  • Business analyst experience (gathering user feedback, working on requirements, providing application support, etc.) on a project team
  • Experience providing Tier II Service Monitoring
  • Experience with software lifecycle including data conversion and system testing

Experience For Tier Support Analyst Resume

  • 2 – 5 years of experience in IP Network Routing domain - Troubleshooting, implementation, design etc
  • Programming experience in object-oriented design using Java
  • Demonstrated ability to work with both technical and non-technical individuals, in gathering information and communicating direction
  • Prior work in a technical call center or ticket routing setting
  • Four to five years of relevant professional experience with the following listed technologies

Experience For Tier, Support Engineer Resume

  • Experience with Tier 1 Help Desk support using Remedy Help Desk tool
  • Experience in supporting customers with strict SLA requirements
  • 3) Outlook 2007/2010 or Office 365 experience - migration of users from domain to another. verifying credentials for SSO (Single Sign On)
  • Excellent English, both read write and speak
  • Experience in an OO software design and development
  • Experience in hardware support and/or information technology related field
  • Customer service and Data Entry Experience
  • Have over the phones customer service and tech support experience
  • Experience of version control systems e.g. Subversion, CVS, Git

Experience For Desktop Imaging, Patching & Tier, Support Resume

  • Experience of an IDE e.g. Eclipse, IntelliJ IDEA
  • Five (5) years of experience on PeopleSoft version 8.8 or higher required,
  • Development experience with PeopleCode, Application Engine and SQR
  • 2+ experience with Application Designer on PeopleTools 8.4 or higher
  • Work experience, preferably in telecom or tech support

Experience For Analyst, Tier, Support Resume

  • Partner with other teams (Support Call Centers, Quality Assurance, Technology) to provide positive user experience
  • Experience with Internet technologies and delivery models
  • Demonstrated knowledge of applicable data privacy practices and laws
  • Information Systems experience
  • Experience with retail point-of-sale systems, personal computers and typical distribution center equipment
  • Introductory (academic) level knowledge of two of the following: SQL, JavaScript, C#, or other similar development languages, operating systems, and networking

Experience For Alma Tier Support Analyst Resume

  • Continuously assess and contribute to Blackboard’s Knowledge Management by identifying and/or creating knowledge base articles
  • Focus on making Blackboard’s customers successful on an ongoing basis
  • AV equipment, including Tandberg videoconferencing and webcams
  • Comfortable with owning and resolving technical issues
  • Comfortable working with and training internal customers, call centers, and technical teams
  • Thorough understanding of Information Technology Infrastructure Library (ITIL) best practices for providing service

Experience For Help Desk Tier Support Resume

  • Knowledge of appropriate monitoring, backup, scheduling or deployment software
  • Intermediate knowledge of query writing utilizing SQL
  • Develop and run recurring and ad hoc reports
  • Develop/refine/and maintain current and existing support processes
  • ​Possess basic advertising knowledge and expertise
  • Responsible for managing assigned cases to meet SLAs
  • Responsible for customer interactions/communications, while being the support liaison between customer, Product Management, R&D, and Business units
  • New Product question – run a POC, work with vendor to understand feature/functions, work with Ecolab user group on need and determining match
  • Perform an actual small project, resulting from a problem

Experience For Global Tier, Support Engineer Resume

  • Develop training or “how to” documentation for unique tools or user groups
  • Workstation builds and labeling
  • Support assess management tracking of inventory
  • Support planning for hardware/software upgrades and recap projects
  • Onsite troubleshooting, customer problem investigation, and technical assistance to computer system users
  • Answers questions or resolves computer problems for clients via telephone or using tools to gain remote access into that Helpdesk is unable to resolve
  • Provide support to end users regarding PCs and Mobile support (Androids and I-Phones)

Experience For Cndsp Tier Support Resume

  • Responsible for obtaining user information to conduct analysis when problems occur
  • Interface with the Business to resolve PeopleSoft Financial application related issues, including data quality and system performance
  • Participate in upgrades and patching efforts
  • Trouble Shooting and Root Cause Analysis for ticket resolution
  • Create and maintain custom reports as requested from the business units, utilizing report writer tools
  • Resolve problems for clients via telephone, email and ticketing system at on-site location
  • Investigate error messages and perform minor repairs to data, following design or installation specifications
  • Maintain and answer inquiries regarding end user features of the platform

Experience For Tier Support Technician Resume

  • Assist in training new clients with the system
  • Become specialized to handle elite clients. This requires additional training and responsibility, and constant interaction with management
  • Follow up on outstanding service requests to ensure timely resolution
  • Partner with stores and IT groups to support ongoing application systems requirements
  • Familiarity with web development troubleshooting tools (e.g. Fiddler)
  • Act as a liaison between R&D and client-facing teams
  • Liaise between R&D (technical knowledge base) and client-facing departments

List of Typical Skills For a Tier Support Resume


Skills For Tier Support Engineer Resume

  • Has excellent oral and written communication skills and can work and communicate effectively with both technical and non-technical individuals
  • Good time and resource management skills to promote efficient workflow
  • Work effectively in high pressure situations or under tight deadlines
  • Manage time effectively to ensure that the overall team is able to deliver against all commitments
  • Experience in writing and following Technical Standard Operating Procedures
  • Experience in Tier 3 or 4 technical support (something more than just answering phones and asking people to reboot)
  • Is skillful in multiple computer operating systems including UNIX/Linux and Windows

Skills For Tier Support Analyst Resume

  • Experience in web development and internet technologies, including JavaScript (high level), browsers, and an understanding of the DOM
  • Experience with application, system, and database monitoring methodologies, backup software, Internet technologies, job scheduling and system security
  • Experience IT Admin or computer engineering work
  • Experience with patching software. WSUS, Patchlink or similar software
  • Experience working in an IT Help Desk position
  • Previous experience cataloging MARC records

Skills For Tier, Support Engineer Resume

  • Has a BS or MS in Comp Science or Engineering or similar work experience
  • Is skillful in database maintenance and analysis utilizing Oracle Admin Tools
  • Has some experience troubleshooting installations and upgrades of Oracle and MS SQL databases
  • Experience in Troubleshooting large service Provider networks
  • Experience in web development including HTML5 and Javascript
  • Able to manage multiple tasks and juggle competing priorities
  • Solid Understanding of RDBMS

Skills For Desktop Imaging, Patching & Tier, Support Resume

  • Overall enterprise software development experience with deep knowledge of C++ or Java programming languages
  • Multitask based on changing priority
  • Experience working in Helpdesk environments
  • Operates under minimal direction
  • In-depth knowledge of call flows, IVR operation, skill-based ACD call distribution, agent and security profile administration, team and station profiles
  • Strong knowledge of network topologies

Skills For Analyst, Tier, Support Resume

  • Previous experience with SQL and XML
  • Willingness to learn new processes or procedures and grow technical skill set
  • Detail oriented with excellent written and verbal communication
  • Java or some form of development experience
  • Proven ability to listen and empathize with a client’s situation
  • Experience with software in a Service Oriented Architecture or SaaS model
  • Documenting problems and troubleshooting efforts in ticket processing database
  • Understanding of TCP/IP protocols (ping, traceroute, telnet, etc.)

Skills For Alma Tier Support Analyst Resume

  • Working knowledge of interfacing with other PS production environments and third-party applications
  • Managing a Microsoft knowledge environment; Windows desktop OS including XP/7/8/10, Mac OS
  • Troubleshooting access and technical issues while gathering pertinent information to resolve or escalate the problem
  • Switching Technology - STP, RSTP,MSTP,PVST,VSTP
  • Working knowledge of library processes such as acquisitions, circulation and resource management
  • Applying forensic techniques to identify root cause, and resolve application issues
  • Following defined policies and procedures
  • Providing customer service support customers and internal associates

Skills For Help Desk Tier Support Resume

  • Creating user IDs and email addresses
  • Working with Active Directory
  • Assisting users with technical questions
  • Corresponding with internal and external support teams
  • Handling of proactive support (optional)

Skills For Global Tier, Support Engineer Resume

  • Understanding of cross-browser compatibility concerns
  • Support includes answering incoming calls and working assigned incidents with a focus on account provisioning and troubleshooting
  • Provide assistance concerning the use of computer hardware, software, printers, installation, word-processing, electronic mail, and operating systems
  • Thoroughly document all actions utilizing company tools including ticketing system
  • Proficient navigating incident management tools (i.e. ServiceNow) and generating / creating reports in Excel
  • Active Directory, DNS, DHCP, file sharing setup and permissioning and Group Policy
  • Proficiency in troubleshooting and analysis. Analyze log files and read/interpret programming code in system scripts
  • Proficiency in writing SQL database queries for reporting, metrics, and data analysis

Skills For Cndsp Tier Support Resume

  • Exhibits a sense of urgency about solving problems and accomplishing work
  • Microsoft Technical Associate (MTA) Server 2012 or 2016 or similar operating system or computing environment certification
  • Analyzes system wide performance indicators on a weekly basis verifying FIM sync jobs are running correctly
  • Provides support to IT systems including: day-to-day operations, monitoring and problem resolution for all of the client problems
  • Assist with coordinating the timing of system upgrades and maintenance with Videa’s Operations Team

Skills For Tier Support Technician Resume

  • Provides tech-oriented support to internal and external clients, enabling the launch and improving the performance of the advertiser's digital campaigns
  • Fast learning abilities for catching up on new technologies, self-learner
  • Maintain proper tracking of incident resolution for reference and reporting
  • Distinguish between application, operating system, network, and hardware problems, with an understanding of IT systems design, analysis, and integrations
  • Interact daily with our software. This includes learning new features and being knowledgeable on all MaritzCX tools, features, and processes
  • Utilize ServiceNow to work queue incidents by updating and resolving incidents as necessary in accordance with procedures and quality standards
  • Web browsing/Internet Explorer issues
  • IP routing protocols - BGP, OSPF, RIP
  • Powershell and other scripting languages

List of Typical Responsibilities For a Tier Support Resume


Responsibilities For Tier Support Engineer Resume

  • Experience in supporting a high-performance, cross-functional IT Operations team in multiple locations and time zones
  • AS or BS (or equivalent experience) in Computer Science, Electrical Engineering, Information
  • Programming experience with Microsoft SQL Server and Oracle
  • Experience developing in JUnit and Ant
  • Any telecom experiences
  • Experience in Big-Data tools, SQL, Cloud analytics, Hadoop/Redshift
  • Experience with database/SQL performance issues
  • Experience with Java performance and memory issues

Responsibilities For Tier Support Analyst Resume

  • Experience with MS Windows, Linux (Ubuntu), and PC platform
  • Work experience in a customer service role
  • Manage customer’s expectations regarding the status of their ticket through regular communication via phone or e-mail
  • Engage with the customer and other support team members to gain an understanding of the customer’s environment, contract and goals. Responsible for updating customer information as needed
  • Perform post-deployment verification calls to select client stores to confirm that the deployed content is being properly displayed

Responsibilities For Tier, Support Engineer Resume

  • Help keep the test lab up and running
  • Gain in-depth knowledge of the infrastructure and technologies that are present in the customer’s network profile; including their network topology,
  • High sense of responsibility, leading a task from start to end
  • Mission Critical coding of application patches/fixes
  • Document all incoming inquiries and support cases
  • Test and or document digital video recording hardware and software

Responsibilities For Desktop Imaging, Patching & Tier, Support Resume

  • Perform basic diagnosis of technical events to aid in ticket routing
  • Adhere to strict SLAs regarding response time
  • Availability to work shifts as assigned including holidays or weekends
  • Arrive and be prepared to work on-time at the beginning of each shift
  • Basic understanding of Windows, MS Office, and computer peripherals
  • Perform daily checks, e.g. meeting room audiovisual equipment checks
  • Provide user assistance as required for meeting setup, e.g. Video Conference equipment

Responsibilities For Analyst, Tier, Support Resume

  • Participate in operational acceptance testing as required
  • Perform or participate in trend analysis to eradicate recurring incidents
  • Identify opportunities for process improvement, optimizing peak performance and utilization of supported applications
  • Certifications: Microsoft Office including Access Transact SQL (T-SQL) Visual Basic 6 and VBA
  • Comfortable working with hardware and software
  • 6 months of successful client-facing, phone-based technical support
  • DoD 8570 Security Certification required, including Security+

Responsibilities For Alma Tier Support Analyst Resume

  • Knowledge of web debugging proxy tools and browsers’ developer tools
  • Knowledge in online advertising
  • Client/server side scripting languages
  • Full understanding of the software development lifecycle
  • Current applicable Computing Environment certification
  • Technical proficiency in developing user reports with nVision
  • Technical proficiency in developing user reports with PS/Query
  • Awareness of Microsoft technologies (SQL, Internet applications)
  • Lead a remote user through a VPN problem

Responsibilities For Help Desk Tier Support Resume

  • Delivery of hardware to the customer site (workstations, monitors, keyboards, mice, switch boxes, printers, and scanners)
  • Installation of hardware: On-site installation services of preconfigured workstations, printers, and scanners
  • Perform inventories for future year upgrade and recap projects
  • Communicate outages/degradation of servers to upper management and Tier III
  • Provides Close Support problem identification, diagnosis and resolution or escalates to Tier III
  • Provides support for communication of status to Sponsor’s management and internal customers
  • Coordinates, and implements security measures to safeguard computer databases
  • Responsible for operations related to systems management software
  • Responsible for troubleshooting Citrix Remote Desktop Services (Terminal Server) logon problems, printers, Outlook/Exchange email problems, Web browsing/Internet Explorer issues, Network and workstation connectivity, and Microsoft Office products

Responsibilities For Global Tier, Support Engineer Resume

  • Support software and cloud solutions utilized by Videa’s Tier 1 Support Team
  • Document FAQ’s and known problems within the Videa Knowledgebase application
  • Constantly evaluate Videa Tech Ops’ processes and procedures and recommend change to increase operational efficiency
  • Work closely with Technical Services, Hardware and Software Engineers to gain competence in the product’s operational characteristics
  • Provide Tier I (initial level) phone and email support for clients’ retail in-store technical issues
  • Resolve the basic and repeatable issues, route tickets appropriately through the support system

Responsibilities For Cndsp Tier Support Resume

  • Document work, and triage and escalate internally, as needed
  • Update the review site with the deployed content
  • Quick response times and turnaround for non-complex issues
  • Be a customer advocate for timely resolution of the problems reported, understand the environment/network and impact on business
  • Recommend tools and processes to accomplish enterprise management tasks
  • BA/BS + 5-7 YRS in technical related field

Responsibilities For Tier Support Technician Resume

  • Troubleshooting of advanced issues our clients are facing, with the variety of our product including creative and site related conflicts, platform setup and analytics issues
  • Ensure pre-sales and post-sale satisfaction with exacqVision products via telephone and e-mail communication with customers
  • Support sales and customer applications
  • Provide quality and professional customer service and communication
  • Identify critical issues and engage key resources in a timely manner
  • Gather and document information from multiple sources to determine path of escalation
  • Maintain professionalism in all communications via phone, chat, and email, at all times

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