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1

technical support specialist

  • Implement troubleshooting protocols regarding technical inquiries concerning landline services (Voice – Internet – IPTV).
  • Apply diagnostics procedure through iManager U2000, Nokia 5520 AMS, Comptel, Alepo and Order Management.
  • Attend to technician  inquiries via email.
  • Direct unresolved inquiries by issuing ticket  to specialized department.
2

technical support specialist

  • Investigate and provide resolution to incidents within agreed SLA,  reported in various incident management tools and other communication channels.
  • Monitor applications performance and perform regular systems health check.
  • Identify recurring issues and report to Problem management.
  • Maintain and update standard operating procedure manuals, induction manuals and knowledge base.
  • Work with Technical admin team to identify and fine tune extraction queries that take longer execution time and affecting some business operations.
3

technical support specialist

  • Operating Systems installations and recovery. 
  • Technical Support for H/W & S/W.
  • PC Repairing and Maintenance.
  • Networks installations.  
  • Software installation and recovery.
  • Customers’ technical support.
4

technical support specialist

  • Provide technical support to Toshiba laptop and PDA end users with hardware/software and application problems. Proficient user of Siebel CRM system
  • Act as a liaison between customer and internal/ external support teams in incident management  
  •  Be the team internal trainer to assist new specialists’ trainings
  •  Partner with Technical managers to propose product enhancement plan from end user’s perspective 
5

senior technical support specialist

  • Providing Technical support to BTS(Business Travel Services) Products Such as Sabre Hotel RFP, Nexus & Consortia Hosting through email.
  • Obtained knowledge on other RFP products such as Lanyon, HRS, Prolodgic, Lodging Logistics & Ratefinding.
  • Conferred with customers by telephone or in person to provide information about products or services or obtain details of complaints.
  • Review feedback from customers on the RFP product and coordinate with Development team for validation which helps in enhancing the product to be more user friendly.
  • Recommended improvements in products and procedures to prevent future problems.
  • Organised frequent meeting with Buyers(Corporation & TMCs) and Suppliers(Hotels & Chains) to ensure that appropriate changes were made to resolve customers’ problems. 
  • Provide product refresher training to new joiners and Sabre clients.