(Service requests may be received via phone, email or chat feature, Provide escalations on issues as necessary, Manage service tickets using Salesforce.com, Provide training to client base and educate them on new products, IT background – approx.. 2 years of experience in server admin or network admin support or working on desktops for customers. This is a real resume for a Tier 1 Technical Support in Washington, District of Columbia with experience working for such companies as Tier 15, 2 Csr Kelly It Service, Robert Half Technology. This means individuals aiding any part of the technical team in whatever capacity as appropriate for their skillset, Maintain knowledge of technology trends, standards, and methodologies, Manage and maintain Storage and Virtual server environments, Manages the functionality and efficiency of a group of computers running on one or more operating systems, Maintains the integrity and security of servers and systems, Sets up administrator and service accounts, Interacts with users and evaluates vendor products, Makes recommendations to purchase hardware and software; coordinates installation and provides backup recovery, Develops and monitors policies and standards for allocation related to the use of computing resources, Develops and implements testing strategies and document results, Provides advice and training to end-users, Provides guidance and work leadership to less-experienced staff members, Maintains current knowledge of relevant technologies as assigned, Participates in special projects as required, Must possess a Secret Security Clearance and be capable of obtaining and maintaining a TS/SCI Clearance, Must be able to achieve Security+ CE Certification (or equivalent) within 90 days of hire for positions requiring elevated privileges and ITIL V3 Foundation within six months of hire, Additional specific certifications may be required, This position may be required to complete short-term deployments to austere locations worldwide, 5-8 years of directly related experience in systems administration and analysis, Updates knowledgebase of application issues, Communicates with users to resolve issues, Assists with new solution and/or r fixes to existing applications, Participates in scoping and new development planning as a representative of the support organization, Provide Tier-1 customer support for our suite of products and services. Supporting Exchange at another company may be considered Tier 2 or 3. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This is a real resume for a Tier 1 technical support advisor in Jacksonville, Florida with experience working for such companies as Kelly Services, Citibank. © 2020, Hiring Products Limited, All rights reserved. Windows server 2008, 2003, etc.) Remedy Systems - Windows Active Directory - Windows Server 2003 - Snagit 9.0 MS Exchange 2003- Adobe Acrobat Standard - SharePoint Services 3.0 - Windows XP - Windows Vista MS Office 2003 and 2007- IE 7 and IE 8 -LogMe In Remote -VoIP phones configuration- Blackberry/Android/IPhone support. Resume Details. (All requirements are software and hardware support program related), Travel to customer sites as necessary to test, troubleshoot and resolve product problems, Prepare technical onsite trip reports for all services rendered when travel has become necessary, Work closely with Technical Services, Hardware and Software Engineers to gain competence in the product’s operational characteristics, Support other departments in need of Technical Services such as Engineering, Sales staff and development when necessary, Support any department in need of technical support such as Engineering, Customer service, Reliability and Maintainability, MIS and Quality engineering as appropriate, Maintenance of tech support hardware systems (servers, hubs, switches, routers), Installation, upgrade, support of systems hardware and software and server/network problem identification and resolution, Maintenance of tech support software systems including Windows Server, Terminal services, Virtual Machines, Serve as a senior LAN Administrator to identify, design, implement and plan network, hardware and software needs, Design networks, optimize LAN performance and resolve connectivity issues, including LAN/WAN connectivity issues as needed to technical support hardware, Must possess an Exceptional Customer Service attitude, Bachelor's degree in computer science, specialized computer systems training, or work equivalent, Knowledge of tools of the trade i.e. | Cookie policy. Responsible for assisting in basic troubleshooting for internal educational applications Created problem tickets using Parature ticketing software for every call to classify all trouble shooting issues Was able to effectively communicate with customers using phone login and call system. – SalesForce.com, Azure, Amazon Web Services, etc. Multimeters, Oscilloscopes, Software utilities, and Microsoft diagnostic software Analyzers, Strong knowledge of SQL and information security disciplines, Comprehensive understanding of Microsoft client and server operating systems, Microsoft Cluster software, NEC Express Cluster, and associated installation, configuration, support and management best practices preferred, Strong organizational, analytical, and interpersonal skills, Provide expertise regarding personal computer hardware and software, network hardware (file server, NIC, cabling), network operating systems (e.g. Really boils down to what tier … Create a Resume in Minutes with Professional Resume Templates. Tier Support Resume Samples and examples of curated bullet points for your resume to help you get an interview. Sales Associate (Garden Dept), Confidential,Washington, DC - June 2009-Aug 2009 This way, you can position yourself in the best way to get hired. Tier 1 Help Desk Technician, Confidential,�Fairfax, VA – June 2011-Nov 2011 and Windows XP and later, Experience in dealing with PC hardware and software manufacturers and dealers and possess the ability to plan and direct the growth and expansion of PC networks, both wide area and local to train new users concerning LAN/WAN networks, Certified Information Systems Security Professional (CISSP) or other industry certification preferred, Some field service of Access Control / Video systems preferred, Troubleshoot and resolve technical issues related to ad serving, Investigate and resolve analytics discrepancies between Sizmek and publishers, Contribute to the documentation and refinement of internal processes, Be a knowledge source and assist with internal training on the Sizmek products, Act as a liaison between the engineering and client-facing departments, Multi-task effectively to serve client needs quickly and efficiently, Experience with other ad serving systems and technologies and 3rd party code implementation, Familiarity with primary ad servers such as Dart and Atlas, Server-side development familiarity or experience, Excellent analytical, troubleshooting, and research skills with application issues in production and development environments, Technical knowledge and understanding cloud based solutions (e.g. - Choose from 10 Leading Templates. (Service requests may be received via phone, email or chat feature), Open and close service tickets using Salesforce.com, Strong customer service orientation with a “can do” attitude, Excellent communication skills to interact with customers effectively and to be able to quickly interpret the intent of a call to provide effective and efficient service, Follow-up skills to effectively handle and prioritize concurrent service issues, Organization skills to be able to handle multiple activities simultaneously, Detail oriented to ensure all client set up requirements are executed accurately and service tickets are completed in full, Independent thinking and problem resolution, Proven problem solving skills with an emphasis on quick problem resolution, Minimum one year of experience in a customer service environment utilizing phone, web, chat and email communication methods, Knowledge of MS Office products: Word, Power Point and Excel, Knowledge of client and server operating systems, and machine architectures in a Windows environment, Knowledge of programming skills is a plus, Act as the first escalation point for support tickets from the Customer Service group, Troubleshoot support tickets by examining system activity and log files, Implement product enhancements needed to serve customer needs, Participate in off-hours support rotation, Reproduce and resolve complex technical issues in a timely manner, Create knowledge base solutions on key customer topics, Interact with customers to resolve concerns, Work as part of a larger engineering group that integrates weather and flight data, At least 2 years of recent software development experience, Expertise with one or more of the following: C#, Java, SQL Server, AWS, Client requirement gathering, prioritization and scoping experience, Strong oral communication skills in English; Secondary languages a plus, Excellent problem-solving and organizational skills, Bachelor's degree in Computer Science, Engineering or related field, or equivalent experience, Web Application development and debugging knowledge, Support Tier 2 techs and special requests from IT leadership or the business, Troubleshooting exceptional issues (eg, no process, no clear process owner), Additional support for Exchange and Outlook, Additional support for other applications and technologies as needed, Producing troubleshooting and support documentation, Maintenance and updates for intranet pages via SiteCore, Assist with PC device testing to support PC lifecycle and deployments as needed, Assist with application testing as needed as part of larger projects/initiatives, Collaborates with Tier 2 and development engineering teams to resolve complex issues, Act as a technical resource to others to resolve problems, issues and errors, Create accurate documentation on all incidents, Complete updates to incident management tracking tool per defined timeframes, 3+ years of experience in a technical support role, Experience with providing support for enterprise software applications, 3+ years of experience in Information Technology, Bachelor's degree in Computer Science, Management Information Systems, or equivalent education and experience, 8+ years' experience in supporting a high-performance, cross-functional IT Operations team in multiple locations and time zones, Commitment to "internal client" and customer service principles, Support software and cloud solutions utilized by Videa’s Tier 1 Support Team, Investigate and resolve 2nd level support incidents that are beyond the scope of Level 1 support, Accurately document all service request details within CRM and bug tracking systems, Track, manage, and resolve technical issues encountered with the Videa solution, Monitor application dashboards to ensure peak performance within the Videa application system, Troubleshoot issues in all software environments to isolate problems, identify performance issues, etc, Engage Cox helpdesk, CMG Technology, and other Cox personnel for assistance as required and track issues to resolution, Coordinate cross functional remediation efforts, Assist with coordinating the timing of system upgrades and maintenance with Videa’s Operations 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, In the early days of the company the expectation is that every technical team member will wear whatever hat is needed at a particular time.

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