5 Technical Support Resume Examples & Writing Guide

Need help creating a technical support resume that gets interviews? Our guide provides 5 real-world resume samples and step-by-step writing tips. Learn how to highlight your technical skills and support experience to impress hiring managers. By following our expert advice, you'll have a job-winning technical support resume ready to go. Start building your standout resume now.

A solid resume is very important if you want to get hired in technical support. But knowing what to include and how to describe your skills isn't always obvious.

This guide provides 5 great technical support resume samples you can learn from. It also explains the key sections every support resume should feature, like:

  • A summary that grabs the hiring manager's interest
  • Technical skills and certifications that prove your chops
  • Relevant support experience and achievements
  • Education and training that developed your knowledge

With these examples and tips, you'll be able to create a technical support resume that stands out and lands you more interviews. By the end, you'll know exactly how to showcase your customer service skills, problem-solving abilities, and technical expertise in a way that gets hiring managers excited to talk to you.

So if you're ready to move up in your technical support career, keep reading. You'll soon have a powerful resume that opens doors and maximizes your opportunities.

Common Responsibilities Listed on Technical Support Resumes

  • Providing technical assistance and support to customers or end-users
  • Troubleshooting and resolving software, hardware, and network issues
  • Analyzing and diagnosing technical problems
  • Installing, configuring, and maintaining computer systems and software
  • Documenting and tracking reported issues and resolution steps
  • Creating and maintaining knowledge base articles or FAQs
  • Training and assisting users in the use of software or hardware
  • Monitoring system performance and ensuring optimal operation
  • Collaborating with other teams, such as development or engineering, to resolve complex issues
  • Providing recommendations for system improvements or upgrades
  • Adhering to company policies, procedures, and service level agreements (SLAs)

How to write a Resume Summary

The summary or objective section of your resume holds significant importance as it presents the “big picture” of your skills, expertise, and career trajectory. It needs to embody the essence of your professional journey and aspirations in a concise yet effective manner.

Sound complex? Fear not. By breaking down the task into manageable parts, you can craft a compelling section that genuinely represents your career achievements and ambitions as a Technical Support specialist. The following guide aims at unravelling the complexity by spelling out clear points for consideration while developing your summary.

Understand your own Career Narrative

Start by asking yourself – what story does your work experience tell about you? Is it a tale of consistent growth in technical support, a story of diverse experiences across technologies, or a narrative of an expert in a specific niche? Reflecting on your own experiences and future aspirations in your resume's objective section provides a personal touch that helps the reader connect with your journey.

Reach out for the Stars, Practically

In the objective section, convey your career goal. As a technical support professional, this might be about wishing to gain expertise in a particular technology, aiming for a supervisory role, or about improving customer satisfaction. However, ensure that it's a realistic and achievable one. An objective that's grounded in practicality instills more confidence in the potential employer about your understanding of your professional growth.

Show your Expertise

Your summary should highlight the key skills you’ve mastered as a Technical Support professional. This could range from troubleshooting software issues to managing customer relationships. Mention the skills that are particularly relevant to the role you're aiming for. Just make sure to avoid using excessively technical language; the aim is to make it universally understandable.

Assert your Achievements

Without bragging, your summary should speak of the highs in your career—the moments of surpassing goals or excelling in tasks. Quantify your achievements wherever possible. For instance, if you reduced downtime or increased efficiency during your tenure, mentioning it in a quantified way provides a clearer picture of your contribution.

Leverage Professional Associations

If you're a member of a well-known professional association or have any pertinent certifications in your field, do include these in your summary. These elements lend authority to your expertise and increase your perceived credibility.

Writing a captivating summary or objective for your resume is a balanced act of presenting your personal journey, lofty yet grounded ambitions, key skills, praiseworthy achievements, and professional affiliations. Remember, the aim is not to oversell yourself, but to assert your value proposition as a reliable and proficient Technical Support professional.

Strong Summaries

  • Experienced Technical Support Specialist with 5+ years of experience in a high-volume, fast-paced environment. Strengths include troubleshooting, excellent communication skills, and patience to handle difficult technical issues.
  • Certified IT professional with 6 years in software support. Proven ability to troubleshoot complex issues, and exceptional proficiency in managing customer expectations and ensuring customer satisfaction.
  • Well-organized Technical Support Specialist known for solving challenging networking problems, particularly phishing and malware issues. Capable of explaining complex tech concepts in easy to understand language.
  • Dedicated IT professional competent in setting up, managing, and troubleshooting various operating systems. Profound understanding of hardware and software, along with their compatibility issues.

Why these are strong?

The above examples are good because of several reasons. First, they effectively summarise the years of experience the job seeker has and in what capacity, which gives employers a clear idea of their background. Secondly, each example mentions specific strengths or competencies which can be validated during the job performance. Lastly, they all highlight a professional trait - patience, customer satisfaction, problem-solving abilities, dedication - that contributes to a successful technical support role. These examples would provide a solid base for employers to assess the candidate’s abilities and aptitude.

Weak Summaries

  • Experienced support tech person.
  • College grad who fixed friends' computers.
  • Techie guy, good with computers and stuff.
  • I have done tech support.
  • Like working on computers, looking for a tech job.

Why these are weak?

Each of these examples are flawed for a number of reasons. First, they lack details about the specific types of skills, tasks, or software that the technical support specialist is proficient in. Hiring managers need specific examples of your expertise to get a sense of what you bring to the table.

Second, they do not communicate the individual's professional experience effectively. 'Experienced support tech person' or 'I have done tech support.' do not provide any context such as the duration of the experience, the nature of work etc.

Third, they use unprofessional language. Calling yourself a 'Techie guy' or saying you 'like working on computers' isn't professional and doesn't communicate your skills effectively. It's crucial to use professional language to show that you take your career seriously.

Finally, rambling phrases like 'good with computers and stuff' or 'looking for a tech job' are not specific and do not indicate a focused career goal. A professional summary should have a clear, concise statement of your career goals.

In all, these examples lack the necessary details about skills, experience, and professional goals that a strong professional summary should have, potentially leading the hiring manager to overlook the resume.

Showcase your Work Experience

Yes, you have reached the right place to get all the insights you need to construct the best possible Work Experience section for your resume, especially catered to a Technical Support role. In a world that thrives on being technologically sound, a technically adept individual plays a significant role. Your resume's Work Experience section is the backbone of your application, recreating a picture of your professional journey and achievements for the recruiter Right off the bat, let's delve into how we can due justice to this crucial segment of your resume.

Know What to Include

A common mistake among many applicants is either including too much information or leaving important details out. Your Work Experience section should comprehensively but concisely cover the positions you've held, duration of employment, companies you've worked for, and core responsibilities fulfilled.

Remember that each point should include tangible actions, their subsequent results, and the skills or tools utilized to achieve the outcome. For example, if you conducted software troubleshooting, be sure to mention the types of software and the end result, like improved system performance, customer satisfaction rate, or error reduction.

Tailor to the Role

An important principle of successful resumes is that they resonate with the specific role applied for. This involves highlighting relevant responsibilities and achievements in your past roles that align with requirements of the role you're applying for.

When you draft your Work Experience section for a Technical Support role, focus on issues related to problem-solving, customer services, system maintenance, or troubleshooting, which are valuable skills for such roles. Dig through your professional past and pull out instances where you've demonstrated these skills successfully.

Expert Tip

Quantify your achievements and impact using concrete numbers, metrics, and percentages to demonstrate the value you brought to your previous roles.

Leverage Action Verbs

The power of action verbs in a resume is often underestimated. Implement the wise practice of beginning each point under your Work Experience with strong, descriptive action verbs. Choosing verbs that portray technical proficiency, leadership, or customer relations, depending on the specific accomplishment or responsibility, can give your points an impactful start.

Certain words such as 'spearheaded', 'engineered', or 'facilitated' reflect an individual who is action-oriented and can stimulate a positive image of you in the recruiter's mind.

Do Not: Overwhelm with Technical Jargon

While it's good to demonstrate your technical knowledge, overwhelming your resume with jargon can make it hard for non-technical recruiters to understand. Strike a balance between showcasing your deep technical vocabulary with easily understandable language. It better communicates your technical proficiency without confusing or distancing the reader.

In conclusion, your Work Experience section is a reflection of how you have employed your skills to generate results and contribute to past roles. Authenticity, thoroughness, and thoughtful presentation can make your Work Experience section genuine, impactful, and insightful - setting a great first impression even before the interview begins. Remember to stick to relevance and voice your experience confidently and consicely. Enjoy the journey as you narrate your professional story!

Strong Experiences

  • Resolved 95% of technical issues within the given timeframe, resulting in a significant increase in customer satisfaction rates
  • Introduced a new knowledge-based resource which led to a 50% reduction in repeat calls for similar issues
  • Pioneered the implementation of a ticketing system to streamline support requests, reducing response time by 40%
  • Achieved the 'Employee Excellence' award multiple times due to customer feedback and metric results
  • Trained 10 colleagues on software troubleshooting, boosting department's efficiency by 30%

Why these are strong?

These examples are good as they specifically showcase the individual's achievements in past roles, rather than merely listing responsibilities. They also encapsulate the use of powerful action verbs (such as 'resolved', 'introduced', 'pioneered') and concrete numerical data to highlight the result of the individual's efforts. This can give a clearer picture to employers regarding the candidate's capabilities and how they might add value to their organization.

Weak Experiences

  • Just doing my work
  • Worked in tech support
  • Fixed stuff
  • Answered calls and did stuff
  • Assisted people with their computer problems
  • I have worked as technical support

Why these are weak?

The above examples are bad practices because of their vagueness and lack of specificity. They do not provide any concrete information about the job duties performed, the skills used, or the accomplishments achieved during the employment period. These broad statements do not say much about the individual's competence or experience in the role. It's also crucial to avoid using colloquial language like 'did stuff'. This might come across as unprofessional and can leave a negative impression on recruiters. For a technical support resume, it's important to highlight technical skills, problem-solving capability, and customer service skills in a descriptive manner instead of such non-descriptive phrases.

Skills, Keywords & ATS Tips

In your Technical Support resume, both hard and soft skills are equally important. Hard skills are the technical abilities you need to solve customers' issues. On the other hand, soft skills are essentially your personality traits that affect how you work and interact with others.

Hard Skills In a Technical Support Resume

Hard skills in a Technical Support context usually revolve around knowing specific technologies, software, or tools. For example, proficiency in operating systems like Windows or Linux, knowledge of networking protocols, or experience with specific support tools. Including these hard skills in your resume will demonstrate you can effectively perform the tasks required in the role.

Soft Skills In a Technical Support Resume

Soft skills, although difficult to measure, play a critical part in successful technical support. These can include communication, patience, problem-solving and most importantly, empathy. Since you will be interacting with people and solving their problems, these qualities will greatly enhance your ability to do the job effectively.

The Connection Between Keywords, ATS, and Matching Skills

Keywords play a significant role in helping your resume get noticed. These are usually skill related words or phrases that employers look for in a resume. An Applicant Tracking System (ATS) is software that companies use to filter resumes. It scans and ranks them based on how well they match the job description.

When a job post specifies certain skills, the ATS will look for those exact terms in your resume. So, you need to make sure you use the same language as in the job description. For example, if the job post lists "strong communication skills," then it's a good idea to include that phrase on your resume.

This is how keywords, the ATS, and matching skills all connect. When you include matching hard and soft skills as keywords on your resume, it increases your chances of getting through the ATS and getting your resume seen by the hiring manager.

Top Hard & Soft Skills for Full Stack Developers

Hard Skills

  • Troubleshooting
  • Network Configuration
  • Hardware Repair
  • Software Installation
  • System Diagnostics
  • Database Management
  • Cybersecurity
  • Cloud Computing
  • Programming
  • Operating Systems
  • Virtualization
  • Mobile Device Management
  • Server Administration
  • VoIP
  • Data Recovery
  • Soft Skills

  • Communication
  • Problem-Solving
  • Customer Service
  • Adaptability
  • Time Management
  • Teamwork
  • Patience
  • Empathy
  • Critical Thinking
  • Attention to Detail
  • Stress Management
  • Conflict Resolution
  • Active Listening
  • Flexibility
  • Technical Writing
  • Top Action Verbs

    Use action verbs to highlight achievements and responsibilities on your resume.

  • Resolved
  • Configured
  • Installed
  • Diagnosed
  • Managed
  • Secured
  • Implemented
  • Optimized
  • Collaborated
  • Documented
  • Escalated
  • Trained
  • Supported
  • Troubleshot
  • Upgraded
  • Maintained
  • Assisted
  • Communicated
  • Escorted
  • Repaired
  • Coordinated
  • Monitored
  • Responded
  • Escalated
  • Prioritized
  • Evaluated
  • Educated
  • Advised
  • Guided
  • Documented
  • Tested
  • Configured
  • Deployed
  • Reviewed
  • Audited
  • Implemented
  • Prevented
  • Verified
  • Education & Certifications

    Adding your education and certificates to your resume is essential, especially as a Technical Support representative. First, locate the best spot on your resume, typically under 'Education' or 'Professional Development.' List your educational qualifications in a reverse-chronological order. Mention the program or degree, the institution, and the year of completion. For certifications, include the title of the certificate, the issuing organization, and the date obtained. Remember to only mention relevant training for the role you are applying for. This method offers a clear, precise portrayal of your academic achievements and professional development.

    Some of the most important certifications for Technical Supports

    Entry-level certification for IT technicians covering a wide range of technical topics.

    Basic understanding of cloud services and how those services are provided with Microsoft Azure.

    Covers a broad range of networking concepts and technologies.

    Best practices for IT service management.

    Provides the skills needed to start a career in IT support.

    Resume FAQs for Technical Supports


    What is the ideal resume format for a technical support role?


    The most recommended resume format for a technical support role is the reverse-chronological format. This format highlights your work experience and technical skills in a clear and organized manner, making it easier for recruiters to quickly identify your qualifications.


    How long should a technical support resume be?


    A technical support resume should typically be one page in length for candidates with less than 10 years of experience. If you have more extensive experience, you can extend it to two pages. However, it's essential to keep your resume concise and focused on the most relevant information.


    What technical skills should be included in a technical support resume?


    Some essential technical skills to include in a technical support resume are proficiency in troubleshooting hardware and software issues, knowledge of operating systems (e.g., Windows, macOS, Linux), familiarity with networking concepts, and experience with help desk software or ticketing systems. Additionally, you can highlight any specific technical certifications or programming languages you possess.


    How can I highlight my customer service skills in a technical support resume?


    To highlight your customer service skills, you can include examples of how you provided excellent support to customers or clients. Emphasize your ability to communicate technical information clearly, your patience in resolving issues, and your commitment to ensuring customer satisfaction. You can also include any relevant customer service training or certifications you have.


    What are some effective ways to quantify achievements in a technical support resume?


    Quantifying your achievements can make your technical support resume more impactful. You can include metrics such as the number of support tickets resolved within a specific timeframe, the percentage of positive customer feedback received, or the reduction in response times achieved through process improvements you implemented. These quantifiable accomplishments demonstrate your effectiveness and impact in the role.

    Technical Support Resume Example

    Technical Support professionals troubleshoot software/hardware issues, guiding customers through solutions. Key skills: technical expertise, problem-solving, communication. To craft a compelling resume: - Highlight technical certifications and hands-on experience - Quantify achievements (e.g., reduced resolution times by 20%) - Emphasize customer service and interpersonal skills - Tailor your resume to the job requirements A well-crafted resume showcases your ability to excel in this vital customer-facing role.

    David Silva
    (950) 416-2600
    Technical Support

    Highly motivated and experienced Technical Support professional with a proven track record of delivering exceptional customer service and resolving complex technical issues. Skilled in troubleshooting, problem-solving, and effective communication, ensuring customer satisfaction and maintaining strong client relationships.

    Work Experience
    Senior Technical Support Specialist
    01/2019 - Present
    TechSolutions Inc.
    • Provided advanced technical support for a diverse range of software and hardware products, maintaining a 95% customer satisfaction rating.
    • Collaborated with cross-functional teams to identify and resolve complex technical issues, reducing average resolution time by 30%.
    • Developed and implemented a comprehensive knowledge base, improving team efficiency and reducing training time for new hires by 25%.
    • Mentored and trained junior team members, fostering a culture of continuous learning and development.
    • Conducted regular performance reviews and provided constructive feedback, contributing to a 20% improvement in team productivity.
    Technical Support Representative
    06/2016 - 12/2018
    Global Tech Services
    • Handled a high volume of inbound customer inquiries, consistently meeting or exceeding performance targets.
    • Troubleshot and resolved technical issues related to software, hardware, and network connectivity.
    • Maintained detailed documentation of customer interactions and solutions, contributing to a 15% reduction in repeat issues.
    • Collaborated with the Quality Assurance team to identify and report product bugs, leading to improved software stability.
    • Participated in cross-functional projects to streamline support processes, resulting in a 10% increase in team efficiency.
    IT Support Intern
    05/2015 - 05/2016
    InnovaTech Solutions
    • Assisted senior technicians in diagnosing and resolving hardware and software issues for clients.
    • Provided basic troubleshooting and remote support for a diverse range of technical problems.
    • Maintained accurate inventory records and performed routine maintenance tasks on company equipment.
    • Shadowed experienced team members to learn best practices and develop professional skills.
    • Received positive feedback from clients and supervisors for strong work ethic and attention to detail.
  • Troubleshooting
  • Technical Support
  • Customer Service
  • Problem Solving
  • Communication
  • Teamwork
  • Time Management
  • Attention to Detail
  • Multi-tasking
  • Adaptability
  • Windows
  • macOS
  • Linux
  • Networking
  • Remote Support
  • Education
    Bachelor of Science in Computer Science
    09/2011 - 05/2015
    University of California, Los Angeles, Los Angeles, CA
    Technical Support Engineer Resume Example

    As a Technical Support Engineer, you'll be the go-to expert for troubleshooting complex technical issues, ensuring systems run smoothly, and providing top-notch customer service. To craft an impressive resume, lead with a compelling summary highlighting your technical prowess, problem-solving abilities, and communication skills. Detail relevant experience in IT support roles, showcasing your adeptness at diagnosing and resolving system glitches. Emphasize your proficiency in coding, networking, and familiarity with various software and hardware. Don't forget to underscore your educational background in computer science or a related field.

    Anita Carroll
    (697) 872-0233
    Technical Support Engineer

    Highly skilled Technical Support Engineer with a proven track record of delivering exceptional customer service and resolving complex technical issues. Adept at troubleshooting hardware and software problems, optimizing system performance, and implementing innovative solutions to enhance user experience. Committed to staying up-to-date with the latest technologies and industry trends to provide the best possible support to clients.

    Work Experience
    Senior Technical Support Engineer
    01/2019 - Present
    Cisco Systems
    • Led a team of 8 technical support engineers, ensuring timely resolution of customer issues and maintaining a 98% customer satisfaction rating.
    • Developed and implemented a new ticketing system, reducing average resolution time by 25% and increasing team efficiency.
    • Collaborated with cross-functional teams to identify and resolve recurring issues, resulting in a 30% reduction in ticket volume.
    • Provided in-depth technical training to junior team members, improving their troubleshooting skills and knowledge of Cisco products.
    • Recognized as "Employee of the Quarter" twice for outstanding performance and dedication to customer success.
    Technical Support Engineer II
    06/2016 - 12/2018
    Microsoft Corporation
    • Handled escalated technical support cases for Microsoft Office 365 and Azure, successfully resolving 90% of issues within SLA.
    • Created and maintained a comprehensive knowledge base, reducing the time spent on recurring issues by 40%.
    • Conducted regular webinars and training sessions for customers, educating them on best practices and new features.
    • Assisted in the development and testing of new troubleshooting tools, improving the efficiency of the support team.
    • Mentored new hires, helping them develop their technical skills and adjust to the fast-paced support environment.
    Technical Support Specialist
    08/2014 - 05/2016
    Dell Technologies
    • Provided front-line technical support for Dell hardware and software products, consistently exceeding customer satisfaction targets.
    • Troubleshot and resolved a wide range of technical issues, including hardware failures, software bugs, and network connectivity problems.
    • Collaborated with senior engineers to develop and implement process improvements, reducing call handling time by 15%.
    • Created and delivered training materials for new product launches, ensuring the team was well-prepared to support customers.
    • Participated in a cross-functional team that developed a new remote support tool, improving first-call resolution rates by 20%.
  • Troubleshooting
  • Customer Service
  • Technical Support
  • Networking
  • Windows
  • macOS
  • Linux
  • Microsoft Office
  • Cisco IOS
  • Scripting (Python, Bash)
  • Ticketing Systems (Zendesk, ServiceNow)
  • Remote Support Tools (TeamViewer, LogMeIn)
  • Documentation
  • Training & Mentoring
  • Analytical Problem Solving
  • Education
    Bachelor of Science in Computer Science
    08/2010 - 05/2014
    University of Texas at Austin, Austin, TX
    Technical Support Specialist Resume Example

    Technical Support Specialists are the front-line problem solvers who ensure seamless technology operation for customers. They diagnose and resolve hardware, software, and system issues through skilled troubleshooting and clear communication. When crafting your resume, highlight your technical expertise by listing relevant certifications, programming languages, and software proficiencies. Demonstrate your ability to calmly assess problems, think critically, and provide effective solutions. Include examples of positive customer interactions that showcased your patience and knack for breaking down complex concepts.

    Amelia Cole
    (903) 451-6616
    Technical Support Specialist

    Accomplished Technical Support Specialist with a proven track record of delivering exceptional customer service and resolving complex technical issues. Skilled in troubleshooting, problem-solving, and effective communication. Passionate about staying up-to-date with the latest technologies and providing innovative solutions to enhance user experience and satisfaction.

    Work Experience
    Senior Technical Support Specialist
    01/2020 - Present
    Cisco Systems
    • Provided advanced technical support for Cisco's networking and security products, ensuring timely resolution of complex customer issues.
    • Maintained a 98% customer satisfaction rating by consistently delivering high-quality support and fostering strong relationships with clients.
    • Developed and implemented a comprehensive knowledge base, reducing average call handling time by 25% and improving team efficiency.
    • Collaborated with cross-functional teams to identify and resolve recurring issues, resulting in a 30% reduction in escalated cases.
    • Mentored and trained junior team members, contributing to a 20% improvement in overall team performance.
    Technical Support Specialist
    06/2018 - 12/2019
    Dell Technologies
    • Delivered exceptional technical support for Dell's hardware and software products, achieving a 95% first-call resolution rate.
    • Collaborated with customers to diagnose and resolve technical issues, ensuring minimal downtime and enhanced productivity.
    • Developed and maintained comprehensive documentation and user guides, improving the efficiency of the support process.
    • Participated in product training and certification programs, staying current with the latest technologies and industry best practices.
    • Assisted in the onboarding and training of new team members, contributing to a seamless transition and improved team performance.
    Technical Support Representative
    09/2016 - 05/2018
    Microsoft Corporation
    • Provided technical support for Microsoft's software products, including Windows, Office, and Azure, ensuring customer satisfaction.
    • Troubleshot and resolved a wide range of technical issues, maintaining a 92% customer satisfaction rating.
    • Collaborated with product development teams to provide valuable feedback and insights, contributing to product improvements.
    • Developed and delivered training sessions for customers, empowering them to effectively utilize Microsoft products and features.
    • Participated in special projects aimed at streamlining support processes and enhancing the overall customer experience.
  • Technical Support
  • Troubleshooting
  • Customer Service
  • Problem Solving
  • Communication
  • Networking
  • Operating Systems
  • Hardware
  • Software
  • Ticketing Systems
  • Remote Support
  • Documentation
  • Training
  • Teamwork
  • Adaptability
  • Education
    Bachelor of Science in Computer Science
    09/2012 - 06/2016
    University of Washington, Seattle, WA
    Application Support Analyst Resume Example

    An Application Support Analyst ensures efficient software operations by troubleshooting issues, assisting end-users, and maintaining system performance. They serve as a bridge between technical teams and clients, requiring excellent problem-solving, customer service, and communication skills. When crafting your resume, highlight your technical proficiency with relevant applications, ability to explain complex concepts clearly, and proven track record of resolving user queries effectively. Quantify achievements such as reduced resolution times or increased user satisfaction. Tailor your resume to the specific job requirements for a compelling Application Support Analyst profile.

    Constance Pearson
    (285) 534-5991
    Application Support Analyst

    Meticulous and dedicated Application Support Analyst with over 7 years of experience in troubleshooting, maintaining, and optimizing software applications. Adept at collaborating with cross-functional teams to ensure seamless application performance and user satisfaction. Proven track record of implementing effective support strategies and resolving complex technical issues in fast-paced environments.

    Work Experience
    Senior Application Support Analyst
    01/2021 - Present
    • Spearheaded the implementation of a proactive monitoring system, reducing application downtime by 40% and improving overall system stability.
    • Collaborated with development teams to identify and resolve performance bottlenecks, resulting in a 25% improvement in application response times.
    • Developed and maintained comprehensive documentation for application support processes, ensuring effective knowledge transfer and reducing onboarding time for new team members by 30%.
    • Provided exceptional technical support to a user base of over 5,000, consistently achieving a 98% customer satisfaction rating.
    • Conducted regular application health checks and performance tuning, optimizing system resources and improving efficiency by 20%.
    Application Support Analyst
    06/2018 - 12/2020
    JPMorgan Chase & Co.
    • Managed a portfolio of 15+ business-critical applications, ensuring high availability and prompt issue resolution.
    • Implemented an automated alert system, reducing incident response time by 40% and minimizing business impact.
    • Collaborated with business stakeholders to gather requirements and provide technical guidance on application enhancements and upgrades.
    • Developed and delivered training sessions for end-users, improving application adoption and reducing support tickets by 30%.
    • Participated in disaster recovery exercises and maintained business continuity plans, ensuring swift recovery in the event of an outage.
    Junior Application Support Analyst
    02/2016 - 05/2018
    • Provided first-line support for a suite of enterprise applications, troubleshooting and resolving user issues in a timely manner.
    • Assisted in the development and execution of application test plans, ensuring smooth deployments and minimal post-release issues.
    • Collaborated with cross-functional teams to identify and implement process improvements, enhancing overall application support efficiency by 15%.
    • Maintained detailed incident reports and contributed to the knowledge base, facilitating faster issue resolution and reducing duplicate tickets by 25%.
    • Participated in on-call rotation, providing 24/7 support for critical applications and ensuring minimal business disruption.
  • Application Troubleshooting
  • Incident Management
  • Performance Tuning
  • SQL
  • Java
  • Python
  • Agile Methodologies
  • ITIL
  • Jira
  • ServiceNow
  • Splunk
  • Nagios
  • AppDynamics
  • Root Cause Analysis
  • Technical Documentation
  • Education
    Bachelor of Science in Computer Science
    09/2012 - 05/2016
    University of Illinois at Chicago, Chicago, IL
    Support Engineer Resume Example

    Support Engineers provide technical assistance by identifying, investigating, and resolving hardware/software issues. They collaborate with various teams and ensure excellent customer service. When writing a resume, highlight your technical knowledge, troubleshooting experience, communication skills, and ability to explain complex problems clearly. Include relevant certifications and quantifiable achievements demonstrating your expertise.

    Arnold Snyder
    (664) 856-7556
    Support Engineer

    Dynamic and proactive Support Engineer with a proven track record of delivering exceptional technical support and customer service. Adept at troubleshooting complex issues, optimizing system performance, and implementing innovative solutions to enhance user experience. Known for strong communication skills, ability to translate technical concepts to non-technical audiences, and fostering positive relationships with clients and colleagues.

    Work Experience
    Senior Support Engineer
    06/2019 - Present
    Procore Technologies
    • Spearheaded the implementation of a new ticketing system, resulting in a 30% reduction in average response time and a 25% increase in customer satisfaction scores.
    • Developed and delivered comprehensive training programs for junior support staff, leading to a 40% improvement in first-call resolution rates.
    • Collaborated with cross-functional teams to identify and resolve critical system issues, minimizing downtime and ensuring a seamless user experience for over 10,000 clients.
    • Provided in-depth technical support for the company's flagship construction management software, handling an average of 50+ complex cases per week.
    • Continuously monitored system performance and implemented proactive measures to prevent potential issues, resulting in a 20% reduction in incident volume.
    Support Engineer
    02/2016 - 05/2019
    • Served as the primary technical contact for a diverse portfolio of clients, providing exceptional support for Zendesk's customer service platform.
    • Conducted thorough investigations of reported issues, consistently achieving a 95%+ success rate in identifying root causes and implementing effective solutions.
    • Developed a comprehensive knowledge base of common issues and their resolutions, which reduced average handle time by 15% and improved team efficiency.
    • Collaborated with the product development team to provide valuable insights and recommendations based on customer feedback, contributing to the successful launch of new features.
    • Mentored and trained new team members, fostering a culture of continuous learning and professional development.
    Technical Support Specialist
    08/2014 - 01/2016
    Cisco Systems
    • Provided front-line technical support for Cisco's wide range of networking products, ensuring high levels of customer satisfaction.
    • Skillfully troubleshot and resolved complex hardware and software issues, consistently meeting or exceeding performance metrics.
    • Developed and maintained detailed documentation of common issues and their solutions, contributing to the team's collective knowledge and efficiency.
    • Collaborated with senior engineers to escalate and resolve critical issues, demonstrating strong problem-solving and communication skills.
    • Actively participated in team meetings and training sessions, staying up-to-date with the latest industry trends and best practices.
  • Troubleshooting
  • Customer service
  • Technical support
  • Problem-solving
  • Communication
  • Networking
  • System administration
  • Software development
  • Escalation management
  • Documentation
  • Training and mentoring
  • Ticketing systems
  • Performance optimization
  • Incident management
  • Cross-functional collaboration
  • Education
    Bachelor of Science in Computer Science
    09/2010 - 06/2014
    University of California, Los Angeles (UCLA),