CV / English / Technical Support Specialist

666 Tech Avenue, Silicon Heights, CA 94102 Email: [email protected] Phone: (123) 456-7890

Technical Support Specialist with over 5 years of experience in IT support, specializing in software troubleshooting, system administration, and providing excellent customer service. Skilled in diagnosing complex technical issues, delivering effective solutions, and enhancing user satisfaction. Seeking to leverage expertise in a challenging environment to drive improvements and efficiency in IT operations.

• Problem Solving: Expert at diagnosing and resolving complex technical issues.
• Customer Service: Proven track record of enhancing customer satisfaction through prompt and courteous service.
• System Administration: Hands-on experience with Windows and Linux server environments.
• Technical Proficiency: Proficient in a wide range of technologies and software tools.
• Communication: Strong written and verbal communication skills, capable of explaining complex technical issues to non-technical users.

• Operating Systems: Windows, Linux, macOS
• Tools & Software: Office 365, Zendesk, Salesforce, JIRA
• Certifications: CompTIA A+, Microsoft Certified Solutions Expert (MCSE), Cisco Certified Network Associate (CCNA)

Lead Technical Support Specialist

TechSolutions, Inc., Silicon Valley, CA July 2018 - Present - Spearheaded the technical support team, reducing ticket resolution time by 30%. - Implemented a new ticketing system that improved tracking and reporting of support cases. - Conducted training sessions for new hires on troubleshooting procedures and customer service excellence.

Technical Support Engineer

Innovatech Solutions, Los Angeles, CA June 2016 - June 2018 - Provided technical support for software and hardware issues to over 200 users. - Successfully resolved 95% of cases within the targeted response time. - Assisted in the migration of the company's systems to a new platform, ensuring minimal downtime.

• Bachelor of Science in Information Technology University of California, Los Angeles (UCLA), 2012 - 2016

• CompTIA A+ Certification, 2017

• Cisco Certified Network Associate (CCNA), 2018

Jane Smith

IT Manager TechSolutions, Inc. Email: [email protected] Phone: (321) 654-9870

David Brown

Senior Engineer Innovatech Solutions Email: [email protected] Phone: (234) 567-8901