User Support Resume Sample

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Delfina Conn
994 McGlynn Stravenue,  Houston, TX
+1 (555) 474 6867

Work Experience

User Support Specialist
07/2017 - PRESENT
New York, NY
  • Interact with internal clients or vendor as needed to perform support activities (problem management and project work)
  • Excellent written and verbal communication required. Ability to translate complex workflows and concepts to average non-technical users. Knowledge of modern software design patterns and development methodologies and ability to communicate business requirements to technical leadership
  • Relevant experience and above
  • Answers helpdesk phone, uses helpdesk ticketing system to accept, respond, and track all customer support provided
  • Builds, configures, tests and delivers PCs according to standard operating procedures
  • Contributes to new and existing standard operating procedures
  • Performs troubleshooting, repair, and maintenance of PCs and associated office equipment
  • Provides support for operating systems including Microsoft Windows 7, 8, 10, and Mac
  • Assists in disconnecting, moving and reconnecting PCs for interoffice moves
User Support Analyst
02/2014 - 06/2017
Los Angeles, CA
  • Assures data and information systems are only accessible by authorized users
  • Writes “How-To” support documentation as it relates to PCs and installed applications
  • Complete web page edits and changes as required
  • Provide user support for off-the-shelf software applications programs, including installing, configuring, modifying and troubleshooting applications, and training users; evaluate and recommend off-the-shelf software to meet user needs
  • Create, manage or manipulate data bases, using PC-based database software or mainframe database management systems/packages
  • Provide PC/workstation support for hardware and systems software interfaces; install and configure standard operating systems and integrate them with related systems; ensure system integrity between hardware and operating systems; troubleshoot errors in system operations and related networks
  • Maintain and support hardware and software for stand-alone systems
  • Perform local area network (LAN) and system backups
  • Inventory control and tracking of hardware including PC’s, thin clients, terminals and equipment; requisition supplies as required; replace equipment for users as approved
Junior Technical User Support Analyst
12/2007 - 12/2013
Houston, TX
  • Performs PC hardware upgrades and user migrations to replacement PCs
  • Works with vendor support for warranty repairs and parts replacements
  • Participates in day to day technical support services
  • Uses remote control tools to assist users and troubleshoot/resolve problems
  • Configures and troubleshoots smart phones and mobile equipment such as phones, hotspots and tablets
  • Provides software support for desktop applications including Microsoft Office and Adobe Creative Suite
  • Assists remote users with VPN; troubleshoot/resolve PC connectivity issues
  • Maintains accurate records of asset allocations, keeps inventory documentation up to date
  • Purchase supplies, devices and software according to standard operating procedures and applicable approvals


Friends University
2002 - 2007
Bachelor's Degree in Computer Science

Professional Skills

  • Demonstrate excellent interpersonal communication and written skills, pro-active problem solving skills, and the ability to multitask effectively
  • Excellent communication skills, telephone support skills, and interpersonal skills required with a customer service focus
  • Excellent time management, organizational, and prioritization skills and ability to balance multiple competing priorities
  • Strong problem solving skills and proven track record of identifying and addressing the root cause of problems
  • Excellent customer service skills, such as listening attentively and communicating effectively and promptly at all levels of the organization
  • Interpersonal skills: such as communication skills, active listening, and customer-care
  • Strong technical skills and project management experience

How to write User Support Resume

User Support role is responsible for customer, interpersonal, technical, analytical, mechanical, software, computer, communications, basic, organizational.
To write great resume for user support job, your resume must include:

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

Contact Information For User Support Resume

The section contact information is important in your user 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 User Support Resume

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

Representative User Support resume experience can include:

  • Experience with OS X and scripting skills (AppleScript, Python, shell, perl, etc)
  • Excellent troubleshooting and technical skills
  • Excellent communication skills, phone and customer service etiquette in resolving user’s problems is required
  • Excellent problem solving skills including use of remote management systems
  • Possesses good communication skills in order to assist the user support team
  • Maintain excellent interpersonal and communication skills

Education on an User Support Resume

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

When listing skills on your user 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 user support skills:

  • Proven troubleshooting skills including independent problem solving; self-directed, self-starting
  • Strong technical skills using IT for teaching and productivity
  • Effectively identify training needs, plan training programs, and evaluate program effectiveness
  • Strong multitasking, organization, planning, and analytical skills
  • Excellent customer-service and problem-solving skills
  • Demonstrated proactive problem-solving skills and ability to work under stress and time pressure

List of Typical Experience For an User Support Resume


Experience For User Support Specialist Resume

  • Build strong cross-functional relationships; strong presentation, communication skills; effective with internal and external partners
  • Excellent phone and chat customer service skills
  • Strong technical skills such as database management, data manipulation, and business dashboards
  • Consistent excellent written and verbal communication skills
  • Skill in working independently, multitasking, prioritizing projects, and meeting deadlines

Experience For User Support Analyst Resume

  • Experience working in a similar high profile (VIP) role with excellent IT support background of 5 years
  • Software Skills: Basic knowledge of Microsoft IE10 and up. Microsoft Office (Word, Excel, and Outlook)
  • Work effectively with some oversight
  • Work effectively with multiple co-workers, client, and other contacts; initiates interaction to clarify and improve relationship with client
  • Participate effectively in the design and development of communication plans
  • Effectively assesses feasibility of solutions in terms of client need and available resources
  • Function effectively at times of increased work demands and tight deadlines

Experience For User Support Technician Resume

  • Language and communication skills written and verbal in English are mandatory
  • Understand all methods of accessing the Firm's systems remotely; effectively troubleshoot user remote access problems (e.g. Citrix, GoToMyPC, VPN)
  • Review and analyze the effectiveness and efficiency of the existing ERP system and develop strategies for improving or further leveraging this system
  • Experience working with software engineering''s teams is essential
  • Experience providing technical support over the phone and recording details into an IT Service Management application
  • Demonstrated ability to work in a help desk environment analyzing user procedures and needs and applying appropriate technology solutions
  • Experience of Source To Pay processes, including processes, ways of working, documentation and compliance requirements etc. would be beneficial
  • Email management – check junk mail folder for valid emails; ensure all emails to the Helpdesk are being processed and responded to in a timely manner

Experience For Computer User Support Specialist Resume

  • Experience troubleshooting custom software systems for users either via phone or in person
  • Demonstrates understanding of instances and business processes to optimize facilitation, as needed
  • Demonstrate ability to remain calm and act professionally when trouble shooting user issues
  • Prepare for and support effective facilitation and training delivery for both in person and via virtual (WebEx) meetings
  • Prioritize issues by assessing the business impact of problems based on Business Unit criteria and SLA’s

Experience For Technical User Support Analyst Resume

  • Broad knowledge of and experience with parallel systems and parallel computing techniques
  • Balance multiple priorities and respond to day-to-day problems while maintaining progress on regularly scheduled project work
  • Advises support staff concerning procedures, technical problems, and priorities
  • Experience of providing hardware and software support to users in accordance with defined levels of service
  • Strong understanding of Microsoft latest OS, Office products and latest PC software/applications
  • Demonstrate familiarity with software installation, configuration, and troubleshooting
  • Demonstrate knowledge of networking connectivity for desktop and mobile systems (TCP/IP, VPN, Wireless networks)

Experience For Manager User Support Help Desk Resume

  • Experience working in a similar role with generalist IT background of 5 years
  • Demonstrated proficiency with Internet applications, including email and web browsers
  • Assigning projects and monitoring work; resolving priority conflicts
  • Strong bias towards action to help build a high performing, lean consumer insights function
  • Operates and maintains company's internal data communication systems across multiple platforms and protocols (including PBX, IP and VoIP)
  • Experience in a reporting / analytics role with a support organization
  • Exercise good judgement under deadline(s)
  • Test fixes and changes within CRM and provide crucial feedback prior to implementation to avoid service disruptions

Experience For User Support Principal Analyst Resume

  • Effective communication across all business divisions within the organization
  • Demonstrate reliable attendance and adhere to scheduled work hours
  • Understand priorities for the delivery of all IT services and proactively manage own workload, to ensure all deadlines are met
  • Experience in technical IS and Help Desk support
  • Identify breakthrough mindset opportunities to enhance the issue management processes and tools to improve the customer experience
  • Recruits, trains, mentors, and supervises student workers to ensure a productive and meaningful experience for HGSE and the employee
  • Mac Computer experience required
  • Answering incoming service requests from end users via both telephone and e-mail in a friendly and professional manner

Experience For User Support Coordinator Resume

  • Using proper troubleshooting techniques, analyzes user-related problems in assigned applications and applies or recommends solutions
  • Printing (network and local)
  • Offering a variety of level 1 to 1.5 solutions over the phone
  • Using remote control tools to assist users when neededSearch Jobs US
  • Bring ideas for improvement, innovation and increased efficiency to the team for review
  • Answering support ticket request

Experience For IT User Support Analyst Resume

  • Communicating with users routinely
  • Own complex problem resolution, critically analyzing options, preparing and delivering recommendations, and executing on decisions
  • Ensure all networking configurations are tested and working according the intent and need of the customer before leaving site
  • The User Support Technician is responsible for monitoring, administering, tracking and verifying completion of Help Desk tickets
  • Personally providing support to end-users, responding to users’ questions regarding computer systems, phone systems and other technical needs
  • Assist the Training Department, or contracted third parties, with the delivery of scheduled training classes. Follow-up on training provided to new hires
  • Maintain operational excellence, preserving the reputation of quality and execution while supporting emerging needs for program support
  • Conducts analyses and reports on progress, work trends, and problems by creating regular reports using ticketing system (ServiceNow) and call center data

Experience For Manager, IT User Support Resume

  • Administrative tasks including purchasing procurement and vendor liaison, record keeping such as IT asset management and software licenses
  • Capable of resolving routine problems based on existing documentation, training, and resources
  • Serve in help desk capacity providing support to users in the areas of software release management, monitoring and account administration
  • Leading training courses on software packages
  • Work on error in process Shopping Cart Purchase Requests (SC’s) and Purchase Orders (PO’s) according to given guidelines and processes
  • Confirm or assign material group definitions and accounting coding, where relevant, in SC’s
  • Provide second-level support for all computing infrastructure issues, with a goal of meeting metrics aligned with I.T. User Services’ goals
  • Provide second-level support for all computing infrastructure issues, with a goal of meeting metrics aligned with I.T. Customer Services’ goals

List of Typical Skills For an User Support Resume


Skills For User Support Specialist Resume

  • Build and maintain effective lines of communication to ensure tasks such as material disposal, license sharing, etc. are handled effectively and appropriately
  • Possess excellent problem solving skills; be organized / detailed orientated
  • Excellent interpersonal skills for frequent interaction with faculty, students, and staff
  • Strong user support skills and the aptitude and ability to deal with many different users and a variety of issues daily
  • Excellent communication skills: written, verbal, and multimedia
  • Effective oral and written business-level communication skills
  • Effective interpersonal skills suitable for a “service environment.”
  • Strong negotiating, communication, and interpersonal skills
  • Team player with strong customer focused interpersonal skills

Skills For User Support Analyst Resume

  • Excellent verbal and written communication skills in both Swedish and English
  • Bring new areas of knowledge to the Team through presentation of new skills, application learning, or business process at the Knowledge Share meetings
  • Looking for someone with at least 2 years of experience in user support or help desk or IT related experience
  • Bring the skills and aptitude to help users learn our systems, surmount problems, and innovate new ways to teach with
  • Passion for solving customer issues Ability to read code (Python/JavaScript) Experience with CRM tools Experience using advertising tools
  • Training delivery experience (online or in-person training experience)

Skills For User Support Technician Resume

  • Experience prioritizing troubleshooting requests from users
  • Demonstrated experience administering and using IT Service Center tools, e.g., ServiceNow
  • Demonstrated success with improving and delivering excellent customer service through people, process and systems
  • Demonstrated experience with generating operational reports and using metrics to improve service operations
  • Hands-on experience with remote user testing tools (such as, Validately) or contextual insights platform (e.g. dScout)
  • Superior interpersonal skills including courtesy, professionalism, discretion, tact, and diplomacy
  • Working experience within an IT support organization; experience in the AEC industry desired
  • Exceptional customer service skills with ability to use tact in handling difficult individuals and/or situations
  • Demonstrated experience working in a team-oriented, collaborative environment

Skills For Computer User Support Specialist Resume

  • Advanced analytical and technical problem solving skills
  • Remote location analytical and problem solving skills
  • Proficient typing, grammar, and spelling skills are required
  • Maintain composure and work effectively in a pressure setting
  • Demonstrated skill with managing users and groups in Active Directory
  • Keeps abreast of industry trends and developments and communicates these effectively to Computing Services colleagues
  • Strong desire to develop and grow in knowledge and experience
  • Efficiently and effectively manage Coupa based POs

Skills For Technical User Support Analyst Resume

  • Experienced in providing logical and effective troubleshooting within the College environment. Diagnoses and repairs hardware/software operating problems
  • Mechanical skills relevant to desktop computer and peripherals support
  • Experience using a service management system to process and prioritize work assignments
  • Public speaking and presentation skills required
  • Skilled at providing knowledgeable and effective customer service
  • Prior experience with encoding and workflow automation, preferable with Telestream Vantage and Lightspeed
  • Entry level position, all relevant experience considered, some PC support experience required but this can be in an educational or informal setting

Skills For Manager User Support Help Desk Resume

  • Intermediate level skills in the utilization of the MS Office products Word, Excel, and Outlook
  • Prior helpdesk support experience
  • Working knowledge of Cisco CATOS and IOS. Experience in local area networks (LANs), cable engineering, and configuration of Cisco and Juniper devices
  • Experience supporting Microsoft end-user computing products including, but not limited to, workstation operating systems and Office
  • Skilled proficiency utilizing and troubleshooting Windows Operating System and Microsoft Office Suite 2010
  • Proactively maintain and operate critical AV systems, including lecture capture, media management, publishing, video conferencing, and digital signage
  • Experience installing, configuring and supporting personal computer hardware, monitors, printers and peripherals
  • Knowledge and experience in system tuning and trend analysis and in distributing computing environments
  • At least five (5) years of experience developing and delivering technical guides and training courses

Skills For User Support Principal Analyst Resume

  • Preference to applicants with experience in one or several of the areas: GPU computing, large scale visualization, teaching of high-performance computing
  • Experience installing, maintaining and troubleshooting Microsoft applications as MS Office, Outlook, PowerPoint, MS Project, Internet Explorer required
  • Experience providing direct end-user support for the applications being supported, including both telephone support and on-site assistance to users
  • One year experience using remote support software, i.e. WebEx meeting, etc
  • Experience working on 2nd level support calls and resolving software support issues
  • Experience creating User/Training documentation
  • Experience using remote support software, i.e. WebEx, Go To Meeting, etc

Skills For User Support Coordinator Resume

  • Experience configuring and supporting workstations and mobile devices (laptops, smartphones, etc)
  • Experience leading training, both virtual and in person
  • Experience communicating and reporting to mid-senior level management
  • Preference given to experience in a higher education setting supporting alumni
  • Strong understanding of computer networking
  • Strong understanding of lecture capture, media management, and publishing – preferable with Mediasites and Kaltura

Skills For IT User Support Analyst Resume

  • Experience developing an online community or social strategy and an understanding of social media
  • Experience trouble shooting hardware/software of current College computing standards
  • One to three years of Information Technology experience in the User Provisioning area as well as a broad understanding of IT systems
  • Experience with imaging software, thin client technology, and general networking concepts such as IP stacks and wireless is required
  • Experience in mentoring and training technicians and cooperative work-queue management required
  • Provide excellent customer service to I.T.’s customers by assisting them during the support process
  • With input from ESI management and the Laboratory Program Manager, developing and applying TUF user calls and capabilities based on RD&D priorities
  • Own and manage Level 1 issues to closure, focusing on end-user experience and needs, responding timely to all requests
  • Provide training and/or training support to internal customers in order to successfully operate within the CRM

Skills For Manager, IT User Support Resume

  • Operates standard and specialized electronics devices in testing and troubleshooting computers and other technology-related equipment. (15%)
  • Experience of working in a busy IT Help Desk environment and taking ownership of user problems from call to completion
  • Researches effective and efficient ways to resolve problems, anticipating issues, following industry best practices
  • Experience using a customer service ticketing system
  • Makes sound and rational priority decisions concerning own workload
  • Demonstrated ability to teach and assist others learning new technologies
  • One year experience working on and IT help desk or IT 2nd level support
  • Experience working in a Help Desk environment

List of Typical Responsibilities For an User Support Resume


Responsibilities For User Support Specialist Resume

  • Supports users of information systems by triaging calls, researching standard and less complex problems and questions, responding with answers or interventions, providing on site assistance, tracking calls, and analyzing call data for trends and common system problems
  • Communicate effectively with management and staff
  • Communication skills are extremely important for all categories listed above
  • Strong knowledge of application testing, maintenance and application compatibility in a professional services (preferably a large law firm) environment
  • Maintain system knowledge and expertise by learning through experience, others, and capability advancements
  • Experience troubleshooting custom software systems for users either via phone or in person

Responsibilities For User Support Analyst Resume

  • Experience with desktop and server installations/upgrades include Windows operating system
  • Professional experience with supporting users & teams with technical issues
  • Experience managing user support cases
  • Experience with driving user adoption of a system
  • Five years of experience providing technical support at a Level 2 or 3 position
  • Experience supporting a variety of WiFi enabled devices

Responsibilities For User Support Technician Resume

  • Experience supporting a wide variety of users
  • Experience using BMC Footprints service management tool
  • Experience with administering Active Directory users and groups and Exchange account management
  • Experience working in projects in areas of operations, supply chain, IT subjects within a complex organisation
  • Experience with project planning or operations support
  • Direct experience using management tools to support, secure, and maintain endpoints in a blended Windows and Mac OS enterprise environment

Responsibilities For Computer User Support Specialist Resume

  • Manage shifting priorities and many simultaneous pieces of work
  • Preference given to those with hands-on experience leading a service desk
  • Experience in training junior technicians and cooperative work-queue management
  • Experience with imaging software such as SCCM
  • User support experience in a software development environment
  • IT related experience (HelpDesk/Remote Support)

Responsibilities For Technical User Support Analyst Resume

  • Experience with a range of remote support tools
  • Process creation and documentation experience
  • Extensive experience with MS Office 2016 or greater, Windows 10, iManage FileSite and other legal specific core applications
  • Extensive experience in hardware support of desktops, laptops, tablets, printers and other peripherals as well as wireless devices such as iPhones and iPads
  • Perform tasks with only moderate supervision and demonstrate ability to work without supervision
  • Defining and developing the TUF operational policies, procedures and reporting metrics
  • Working knowledge of CATracks (Ellucian Advance), Our Northwestern (iModules and Jive) Alumni Directory (Uprising Technology)

Responsibilities For Manager User Support Help Desk Resume

  • Outstanding attention to detail and work quality
  • Leading the ESIF administrative group to define, update, and maintain ESIF processes and systems
  • Working knowledge of ERP systems, preferably PeopleSoft Financials
  • Working knowledge Canvas course management system
  • Writing and management of end-user guides/procedures

Responsibilities For User Support Principal Analyst Resume

  • Driving to up to 40 different sites across the State of New Jersey is required
  • Working knowledge of IT Infrastructure Library (ITIL), IT Service Management (ITSM) principles and best practices, and SCRUM methodology are desirable
  • Network enabled digital MFPs for printing, copying, faxing and scanning
  • Advanced understanding of operating systems, business applications, printing systems, and network systems
  • Provide secondary classroom technology support (such as video conferencing) to enrich the learning environment for GU-Qatar students
  • Proficiency in supporting PC/Mac computing environments and applications

Responsibilities For User Support Coordinator Resume

  • Support and help administer cloud-based systems, including Office 365’s email, storage, and instant messaging applications
  • Respond to incoming inquiries in a professional, competent and timely manner following established procedures
  • Assist in knowledge sharing by contributing towards the creation/amendment of support documentation into Knowledge Base
  • Thoroughly communicate / document all details regarding job status, monitor for problems on customer networks, and perform entry-level network troubleshooting
  • Maintain accounting and purchasing files for onsite operations and report to the SER-CAT Administrative Office and Sector Manager monthly
  • Develop and maintain hardware-independent operating system imaging processes and scripted software packages for Windows and Mac OS
  • Works with vendors on creating training program for faculty and staff

Responsibilities For IT User Support Analyst Resume

  • Performs a variety of other complicated tasks requiring a wide range of creativity as well as being involved in other supplementary IT tasks
  • Providing training on software packages
  • Leading training courses on software packages
  • Be productive in a highly collaborative, fast moving, and changing environment
  • Functional knowledge of accounting, budgeting, procurement or facilities management operations
  • Knowledge of AV monitoring, reporting, and support – preferable with Crestron Fusion
  • Provide in-person training for VIP SRM users in Herzo, as well as live training courses

Responsibilities For Manager, IT User Support Resume

  • Provides technical writing for program and operational documentation
  • Complete the roll-out of governance structures to support the implementations of the operating model
  • Working in the CDC or other Government agency environment
  • Initiate, track/monitor and close trouble tickets using proprietary Call Management software
  • Ensure timely feedback in responding to calls and inquires from clients
  • Provide support in testing new releases
  • Partner and collaborate with Technology partners to develop/enhance file feeds and troubleshoot any file issues including NICE Capability Project delivery
  • Deliver any NICE Capabilities acting as Project Lead and business Stakeholder
  • Provide user support to DHQP and its constituents by performing a variety of clearinghouse functions and activities

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