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technical support agent: Resume Samples & Writing Guide
Employment history
Lead Technical Support Agent, IBM San Francisco, California
May 2020 – Present
- Respond to customer inquiries via phone, email, or chat
- Provide technical support for remote users
- Monitor system performance and troubleshoot network or server issues
Technical Support Agent, Intel Santa Clara, California
May 2019 – April 2020
- Respond to customer inquiries via phone, email, or chat
- Train users on software or hardware usage
- Provide technical support and guidance to customers
Junior Technical Support Agent, Accenture New York, New York
November 2017 – April 2019
- Provide technical support and guidance to customers
- Create and update technical documentation
- Diagnose and resolve software and hardware issues
Education
University of Michigan, Ann Arbor, Michigan
Certified Information Systems Auditor (CISA), September, 2017
Skills
Technical
Networking
Business Acumen
Innovation
Software Development
Operating Systems
Hardware Maintenance
Troubleshooting
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Professional Summary
Experienced Technical Support Agent with a demonstrated history of providing exceptional customer service and resolving technical issues in the IT field. Proven track record of leveraging advanced technical skills to quickly diagnose and resolve customer issues.
Employment history
Chief Technical Support Agent, Amazon Seattle, Washington
March 2013 – Present
- Research and recommend new technologies
- Monitor system performance and troubleshoot network or server issues
- Install, configure, and upgrade computer hardware and software
Associate Technical Support Agent, IBM San Francisco, California
September 2011 – February 2013
- Respond to customer inquiries via phone, email, or chat
- Create and update technical documentation
- Monitor and respond to system alerts
Junior Technical Support Agent, Intel Santa Clara, California
April 2010 – September 2011
- Diagnose and resolve software and hardware issues
- Maintain inventory of IT equipment and supplies
- Document technical issues and resolutions in a ticketing system
Education
University of Washington, Seattle, Washington
Doctor of Philosophy in Computer Information Systems, February, 2010
University of Washington, Seattle, Washington
Bachelor of Science in Network Security, February, 2006
Skills
Decision Making
Creativity
Business Acumen
Reliability
Database Management
Project Management
System Design
Network Security
Employment history
Lead Technical Support Agent, Intel Santa Clara, California
May 2016 – Present
- Research and recommend new technologies
- Troubleshoot technical issues and provide solutions to customers
- Maintain inventory of IT equipment and supplies
Associate Technical Support Agent, Apple Cupertino, California
May 2015 – April 2016
- Diagnose and resolve software and hardware issues
- Research and recommend new technologies
- Provide technical support and guidance to customers
Entry Level Technical Support Agent, Google Mountain View, California
December 2013 – April 2015
- Create and maintain user accounts and passwords
- Maintain inventory of IT equipment and supplies
- Research and recommend new technologies
Education
Cornell University, Ithaca, New York
Master of Science in Network Security, October, 2013
Cornell University, Ithaca, New York
Bachelor of Science in Network Engineering, October, 2009
Skills
Technical
Flexibility
Professionalism
Adaptability
Software Development
Cloud Computing
Technical Writing
Security
Professional Summary
A highly experienced Technical Support Agent with a proven track record of resolving complex IT issues and providing exceptional customer service. Skilled in using a variety of technologies to troubleshoot and resolve technical issues quickly and efficiently.
Employment history
Lead Technical Support Agent, HP Palo Alto, California
March 2015 – Present
- Monitor and respond to system alerts
- Provide technical support and guidance to customers
- Respond to customer inquiries via phone, email, or chat
Associate Technical Support Agent, Accenture New York, New York
March 2014 – February 2015
- Train users on software or hardware usage
- Document technical issues and resolutions in a ticketing system
- Research and recommend new technologies
Jr. Technical Support Agent, Amazon Seattle, Washington
October 2012 – February 2014
- Create and update technical documentation
- Monitor system performance and troubleshoot network or server issues
- Diagnose and resolve software and hardware issues
Education
Stanford University, Palo Alto, California
Bachelor of Science in Information Systems Management, August, 2012
Skills
Reliability
Negotiation
Planning
Creativity
Cloud Computing
Quality Assurance
Data Analysis
System Design
Employment history
Lead Technical Support Agent, Oracle Redwood City, California
September 2016 – Present
- Create and maintain user accounts and passwords
- Document technical issues and resolutions in a ticketing system
- Research and recommend new technologies
Associate Technical Support Agent, HP Palo Alto, California
September 2015 – August 2016
- Monitor system performance and troubleshoot network or server issues
- Respond to customer inquiries via phone, email, or chat
- Troubleshoot technical issues and provide solutions to customers
Entry Level Technical Support Agent, Accenture New York, New York
February 2015 – August 2015
- Research and recommend new technologies
- Install, configure, and upgrade computer hardware and software
- Provide technical support for remote users
Education
Carnegie Mellon University, Pittsburgh, Pennsylvania
Master of Science in Cyber Security, December, 2014
Carnegie Mellon University, Pittsburgh, Pennsylvania
Bachelor of Science in Computer Information Systems, December, 2010
Skills
Adaptability
Critical Thinking
Process Improvement
Time Management
Project Management
Data Analysis
Operating Systems
Networking
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technical support agent Job Descriptions; Explained
If you're applying for an technical support agent position, it's important to tailor your resume to the specific job requirements in order to differentiate yourself from other candidates. Including accurate and relevant information that directly aligns with the job description can greatly increase your chances of securing an interview with potential employers.
When crafting your resume, be sure to use action verbs and a clear, concise format to highlight your relevant skills and experience. Remember, the job description is your first opportunity to make an impression on recruiters, so pay close attention to the details and make sure you're presenting yourself in the best possible light.
6
technical support agent
- Walk customers through fixing television equipment, setting up service calls, and sticking with customers until their issues are resolved.
- took incoming calls from Dell customers in regards to hardware and software issues
- diagnosed hardware issues and sent out replacement parts as needed
- troubleshot software issues such as, Microsoft office, drivers/firmware, windows updates as well as virus and malware
7
technical support agent (internet & cable)
- Technical Support Representatives providing technical and network problem resolution to end-users (customers) by performing a question diagnosis while guiding users through step-by-step solutions.
- Interact with customers to provide and process information in response to inquiries, Troubleshooting, and requests about products, equipment, Technicians and services.
- Follow up and make scheduled call backs to customers where necessary
- Part of the agent team responsible for UK & Ireland Lenovo customers
8
technical support agent
- Assisting customers over the phone with troubleshooting; internet, cable as well as email challenges that they may have faced
- Consistently was praised for exceptional customer service by scoring over %90 on customer satisfaction as well as agent resolution rate
- Developed skills in which I can work diligently and proficiently in high pressure situations and still accomplish the task at hand
- Operated tools such as Oracle, SAP CRM
9
technical support agent (internet & cable)
- Helped customers troubleshooting for Comcast services
- Billing, applying credits, refunds.
- Disputes
- Stream energy electricity company managed accounts and assisted customers with electricity service transfers, opening new accounts
10
technical support agent
- Performing Troubleshooting processes and ensuring proper installation of cables, operating software and devices.
- Refer major hardware or software problems or defective products to vendors or the company’s factory.
- Resolve customers’ billing complaints by performing activities such as replacing products, refunding money, or adjusting bills.
- Listen to customer requests, referring to ADSL and Fibre and email questions and provide telephone information.
technical support agent Job Skills
For an technical support agent position, your job skills are a key factor in demonstrating your value to the company and showing recruiters that you're the ight fit for the role. It's important to be specific when highlighting your skills and ensure that they are directly aligned with the job requirements, as this can greatly improve your chances of being hired. By showcasing your relevant skills and experience, you can make a compelling case for why you're the best candidate for the job.
How to include technical skills in your resume:
Technical skills are a set of specialized abilities and knowledge required to perform a particular job effectively. Some examples of technical skills are data analysis, project management, software proficiency, and programming languages, to name a few.
Add the technical skills that will get hired in your career field with our simple-to-use resume builder. Select your desired resume template, once you reach the skills section of the builder, manually write in the skill or simply click on "Add more skills". This will automatically generate the best skills for your career field, choose your skill level, and hit "Save & Next."
- Data Analysis
- Troubleshooting
- Quality Assurance
- Database Management
- Technical Support
- Networking
- Computer Literacy
- Project Management
- Programming
- System Administration
- System Design
- Software Development
- Web Development
- Security
- Cloud Computing
- Network Security
- Hardware Maintenance
- Operating Systems
- Technical Writing
- Software Testing
How to include soft skills in your resume:
Soft skills are non-technical skills that relate to how you work and that can be used in any job. Including soft skills such as time management, creative thinking, teamwork, and conflict resolution demonstrate your problem-solving abilities and show that you navigate challenges and changes in the workplace efficiently.
Add competitive soft skills to make your resume stand-out to recruiters! Simply select your preferred resume template in the skills section, enter the skills manually or use the "Add more skills" option. Our resume builder will generate the most relevant soft skills for your career path. Choose your proficiency level for each skill, and then click "Save & Next" to proceed to the next section.
- Communication
- Interpersonal
- Leadership
- Time Management
- Problem Solving
- Decision Making
- Critical Thinking
- Creativity
- Adaptability
- Teamwork
- Organization
- Planning
- Public Speaking
- Negotiation
- Conflict Resolution
- Research
- Analytical
- Attention to Detail
- Self-Motivation
- Stress Management
- Collaboration
- Coaching
- Mentoring
- Listening
- Networking
- Strategic Thinking
- Negotiation
- Emotional Intelligence
- Adaptability
- Flexibility
- Reliability
- Professionalism
- Computer Literacy
- Technical
- Data Analysis
- Project Management
- Customer Service
- Presentation
- Written Communication
- Social Media
- Troubleshooting
- Quality Assurance
- Collaboration
- Supervisory
- Risk Management
- Database Management
- Training
- Innovation
- Documentation
- Accounting
- Financial Management
- Visualization
- Reporting
- Business Acumen
- Process Improvement
- Documentation
- Relationship Management.
How to Improve Your technical support agent Resume
Navigating resume pitfalls can mean the difference between landing an interview or not. Missing job descriptions or unexplained work history gaps can cause recruiters to hesitate. Let's not even talk about the impact of bad grammar, and forgetting your contact info could leave your potential employer hanging. Aim to be comprehensive, concise, and accurate.
Employment history
Senior Technical Support Agent, Dell Technologies Round Rock, Texas
June 2010 – May 2022
- Maintain inventory of IT equipment and supplies
- Install, configure, and upgrade computer hardware and software
- Monitor and respond to system alerts
Associate Technical Support Agent, Apple Cupertino, California
June 2009 – May 2010
- Create and update technical documentation
- Troubleshoot technical issues and provide solutions to customers
- Research and recommend new technologies
Junior Technical Support Agent, Accenture New York, New York
December 2007 – May 2009
Education
Stanford University, Palo Alto, California
Master of Science in Information Systems, October, 2007
Stanford University, Palo Alto, California
Bachelor of Science in Computer Information Systems, October, 2003
Skills
Adaptability
Negotiation
Adaptability
Coaching
Technical Writing
Hardware Maintenance
Data Analysis
Project Management
Unexplained Year Gaps and Missing Job Experiences are a No-no
Gaps in your resume can prevent recruiters from hiring you if you don't explain them.
Key Insights- It's okay to have gaps in your work experience but always offer a valid explanation instead of just hiding it.
- Use the gap to talk about positive attributes or additional skills you've learned.
- Be honest and straightforward about the gap and explain it using a professional summary.
How to Optimize Your technical support agent Resume
Keep an eye out for these resume traps. Neglecting to detail your job roles or explain gaps in your career can lead to unnecessary doubts. Grammar blunders can reflect negatively on you, and without contact information, how can employers reach you? Be meticulous and complete.
Lou Smith
972 Applewood Drive, St. Elmo, IL 62458Employment history
Entry Level Technical Support Agent, Apple Cupertino, California
July 2021 – April 2022
- Develp and implement security proceudres
- Install, configre, and upgrde computer hardware and software
- Provide techncial support and guidace to customers
Education
University of Michigan, Ann Arbor, Michigan
Microsoft Certified Solutions Associate (MCSA), May, 2021
Skills
Computer Literacy
Problem Solving
Professionalism
Adaptability
Security
Web Development
Quality Assurance
System Design
Avoid Spelling Mistakes and Include your Contact Information
Missing contact information prevents recruiters from understanding you're the best fit for the position.
Key Insights- Make sure you're not missing contact information on your resume. That should include your full name, telephone number and email address.
- Make sure to use a professional email address as part of your contact information.
- Highlight your contact information and double check that everything is accurate to help recruiters get in touch with you.
technical support agent Cover Letter Example
A cover letter can be a valuable addition to your job application when applying for an technical support agent position. Cover letters provide a concise summary of your qualifications, skills, and experience, also it also gives you an opportunity to explain why you're the best fit for the job. Crafting a cover letter that showcases your relevant experience and enthusiasm for the Accounts Payable role can significantly improve your chances of securing an interview.
Lead Technical Support Agent
Oracle
Redwood City, California
Oracle
Redwood City, California
Dear Hiring Committee
I am a highly motivated and experienced Technical Support Agent with 6 years of experience in Information Technology (IT). I am excited to apply for the Lead Technical Support Agent position at Oracle, where I am confident that I can contribute to your organization's success.
As someone who has always been curious and eager to learn, I have pursued my education and gained experience in areas like Networking to develop my skills in my work. This experience has given me the opportunity to lead major projects and provide my input in diverse areas, which have helped me gain a deeper understanding of the industry. I am excited to bring my passion and expertise to the role at this company and work towards achieving your organization's goals.
Thank you for considering my application for the Lead Technical Support Agent position. With my skills and the amazing team at this organization, I am assured that I can contribute to your organization's success and make a meaningful impact. Looking forward to a future where we can work together.
Kind regards,
Todd Jackson
697-869-8660
[email protected]
Todd Jackson
Showcase your most significant accomplishments and qualifications with this cover letter.
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Build your Resume in 15 minutes
Give yourself the best chance of standing out from the competition!
Create an awesome resume that meets the expectations of potential employers with our selection of professional, field-tested resume templates.
Create an awesome resume that meets the expectations of potential employers with our selection of professional, field-tested resume templates.