CV / English / Technical Support Engineer

Liam Smith

Email: [email protected]

Phone: +1 (555) 123-4567

Address: 908 Tech Avenue, Silicon Valley, CA, USA

Dedicated Technical Support Engineer with over 5 years of experience in a fast-paced tech environment. Adept at diagnosing and resolving complex technical issues, managing customer relations, and leading projects to improve service delivery. Committed to continuous learning and professional development.

  1. Problem-solving: Proven skills in identifying, diagnosing, and solving technical problems in high-pressure environments.

  2. Customer Service: Excellent communication skills and a customer-first attitude, consistently receiving positive feedback from customers.

  3. Project Management: Experienced in leading projects to successful completion on time and within budget.

  4. Technical Proficiency: In-depth knowledge of networking, software troubleshooting, and system repair.

  • Operating Systems: Windows, macOS, Linux
  • Software & Tools: MS Office, Salesforce, Zendesk, JIRA
  • Certifications: CompTIA A+, Network+, Cisco Certified Technician (CCT)

ZenTech Solutions, Silicon Valley, CA

Senior Technical Support Engineer | June 2019 - Present - Led a team of 4 in providing end-to-end technical support, achieving a 98% customer satisfaction rate. - Designed and implemented a knowledge base, reducing incoming query volume by 25%.

GlobalTech Inc., San Francisco, CA

Technical Support Analyst | May 2017 - May 2019 - Resolved over 3,500 technical tickets with a 95% first-call resolution rate. - Developed customer support documentation, streamlining the onboarding process for new users.

  • B.Sc. in Information Technology University of California, Berkeley | 2013 - 2017

  • CompTIA A+ Certification Completed May 2017

  • Cisco Certified Technician (CCT) Completed August 2018