Technical Support Specialist Resume Guide

Technical Support Specialists provide technical assistance to customers who are having trouble with a product or service. They diagnose and troubleshoot hardware, software, and network related issues while maintaining customer satisfaction. They also install applications and programs as needed and help set up computer systems for new users.

You have the perfect combination of technical and customer service skills, making you an ideal candidate for any tech support role. But before employers can recognize your capabilities, they need to see a resume that demonstrates why you’re the best fit.

This guide will walk you through the entire process of creating a top-notch resume. We first show you a complete example and then break down what each resume section should look like.

The guide is divided into sections for your convenience. You can read it from beginning to end or use the table of contents below to jump to a specific part.

Full Resume Example Summary Experience Skills Education Certifications Contact Info Cover Letter Templates

Technical Support Specialist Resume Sample

Millie McClure
Technical Support Specialist

[email protected]
723-953-1784
linkedin.com/in/millie-mcclure

Summary

Reliable technical support specialist with 5+ years of experience troubleshooting, resolving customer inquiries and providing timely solutions. Skilled in identifying root causes while managing multiple tasks within tight deadlines. Proven track record of success in maintaining a high level of customer satisfaction at XYZ Corporation; reduced technical issue resolution time by 37%. Looking to join ABC Company as a Technical Support Specialist.

Experience

Technical Support Specialist, Employer A
Lexington, Jan 2018 – Present

Reorganized and streamlined the technical support system, increasing customer issue resolution time by 30% and cutting help desk costs by $3,000.
Expedited over 150 customer cases daily via email & telephone communication; resolved 98% of inquiries within 24 hours or less.
Represented the company in a professional manner when addressing customers’ IT-related queries with patience and respect; generated an average Net Promoter Score of 85%.
Diagnosed complex hardware/software problems using remote access tools, troubleshooting techniques and diagnostic software programs to identify root causes quickly; reduced downtime incidents from 4 per week to 1 per month on average.
Thoroughly documented all issues encountered through detailed logs for future reference while maintaining high standards of service quality at all times.

Technical Support Specialist, Employer B
Milwaukee, Mar 2012 – Dec 2017

Introduced and implemented new hardware and software solutions for over 200 users, resulting in a 50% efficiency increase in technical support response times.
Revised existing IT processes to ensure maximum security of confidential client data; decreased system breaches by 78%.
Analyzed customer feedback surveys to identify areas that needed improvement within the organization’s IT infrastructure; raised satisfaction ratings from 65% to 85%.
Actively diagnosed computer issues such as slow performance, malware infections or network connectivity problems on both Mac and PC platforms; reduced total downtime hours by 30%.
Structured user training sessions focused on improving basic computer literacy skills among staff members and customers alike; increased productivity levels by 15%.

Skills

Troubleshooting
Technical Support
Networking
Windows
Computer Hardware
Active Directory
Windows 7
Windows Server
Team Leadership

Education

Bachelor of Science in Information Technology
Educational Institution XYZ
Nov 2011

Certifications

CompTIA A+ Certification
CompTIA (Computing Technology
May 2017

Related Resume Examples

All Examples

1. Summary / Objective

The summary/objective at the top of your resume is like a trailer – it gives the employer an overview of who you are and why you excel as a technical support specialist. This is where you can highlight your best qualities; for example, mention how many years’ experience in customer service or IT help desk roles you have, any certifications related to technical support that demonstrate your expertise, and how quickly customers rate their satisfaction with your work.

Below are some resume summary examples:

Committed technical support specialist with 5+ years of experience providing technical assistance to clients. Demonstrated ability to troubleshoot and resolve customer inquiries in a timely manner. At XYZ, provided remote IT support for 500+ customers across 10 countries resulting in 45% fewer tickets opened from the previous year. Highly organized and detail-oriented professional adept at problem solving even under pressure.

Professional technical support specialist with 9+ years of experience providing high-level client assistance. Proven track record in resolving customer issues quickly and efficiently while maintaining a positive attitude at all times. Expertise includes troubleshooting, problem solving, and communication skills. Seeking to join ABC Company as the next technical support specialist to deliver exceptional customer service.

Enthusiastic technical support specialist with 4+ years of experience troubleshooting hardware and software issues for customers. At XYZ, reduced customer service calls by 25% in six months through innovative solutions. Developed strong relationships with clients to ensure satisfaction and loyalty to the company. Received excellent feedback from customers regarding my ability to quickly solve their technical problems.

Skilled technical support specialist with 4+ years of experience providing IT solutions to customers and resolving technical issues. Experienced in implementing, monitoring, troubleshooting and managing computer systems for a wide range of clients. Achieved customer satisfaction ratings over 90% on average by building strong relationships with users and offering timely resolutions to their problems.

Determined technical support specialist with 5+ years of experience providing technical assistance to customers. Experienced in troubleshooting hardware and software issues, maintaining network connections, and resolving customer inquiries. At XYZ Co., resolved over 200 tickets within a week for their new product launch, resulting in an overall 20% increase in customer satisfaction ratings.

Well-rounded technical support specialist with over 7 years of experience providing superior customer service and technical expertise to clients. Strong ability to diagnose, troubleshoot, and solve complex IT issues quickly and efficiently. Seeking the opportunity to join ABC Company where I can leverage my knowledge in order to provide innovative solutions for customers.

Amicable technical support specialist with 5+ years of experience in providing technical assistance to clients. Seeking to leverage troubleshooting and problem-solving skills at ABC Tech to deliver high-quality customer service. At XYZ, identified a major bug in the company’s software that saved over $45,000 in potential damages from customer refunds and lost sales.

Hard-working technical support specialist with 5+ years of experience troubleshooting hardware and software problems for customers. Seeking to join ABC Tech to provide excellent customer service while quickly resolving complex technical issues. At XYZ, decreased call times by 31% through effective communication techniques and innovative problem-solving strategies.

2. Experience / Employment

The work history/experience section is where you provide details of your employment history. It should be written in reverse chronological order, meaning the most recent job is listed at the top.

Stick to bullet points when writing this section; it makes for a much easier read and helps keep things concise. When talking about what you did, focus on providing detail as well as quantifiable results that were achieved from your work.

For example, instead of saying “Provided technical support,” you could say, “Assisted over 200 customers with their technical issues per month via phone and email communication channels resulting in an average customer satisfaction rating of 4 out 5 stars.”

To write effective bullet points, begin with a strong verb or adverb. Industry specific verbs to use are:

Troubleshot
Resolved
Diagnosed
Configured
Monitored
Assisted
Responded
Documented
Analyzed
Tested
Upgraded
Installed
Implemented
Trained
Supported

Other general verbs you can use are:

Achieved
Advised
Assessed
Compiled
Coordinated
Demonstrated
Developed
Expedited
Facilitated
Formulated
Improved
Introduced
Mentored
Optimized
Participated
Prepared
Presented
Reduced
Reorganized
Represented
Revised
Spearheaded
Streamlined
Structured
Utilized

Below are some example bullet points:

Tested, monitored and maintained computer systems, networks and applications for over 500 users daily; resolved 85% of technical support inquiries within 24 hours.
Documented all software installation procedures to ensure accuracy in setup steps, resulting in a 15% decrease of network issues due to incorrect installations.
Meticulously troubleshot hardware/software problems with customers via phone calls and online chat sessions; achieved an average customer satisfaction score of 95%.
Responded promptly to incoming help desk requests by providing step-by-step instructions on how to fix common computer errors; reduced total number of helpdesk tickets by 40%.
Resolved critical system errors that affected multiple departments within the company using advanced debugging techniques, saving an estimated $10,000+ in potential losses per month.

Advised over 200 customers per week on technical queries, resulting in 25% fewer customer complaints regarding hardware and software installation issues.
Trained 35 staff members on basic troubleshooting techniques for computer problems such as system crashes, data loss and virus infections; reduced downtime by 40%.
Compiled detailed monthly reports that tracked the progress of over 400 support calls; identified potential problems before they escalated into major incidents.
Presented new solutions to management during product development meetings which helped reduce costs by 15%.
Accurately diagnosed network connectivity issues & implemented fixes within 2 hours or less; improved user experience with a 98% success rate across all projects completed.

Proficiently supported over 800 users in resolving technical issues with their hardware and software, resulting in a 20% increase in customer satisfaction ratings.
Coordinated help desk operations for 70+ IT personnel; streamlined processes to reduce response times by 30%.
Supported daily maintenance of corporate networks, including the installation of routers, switches and other networking equipment; saved $4,000 on annual repair costs.
Participated in testing new software releases prior to deployment into production environments; identified up to 15 hidden bugs that would have gone unnoticed without proper screening procedures being implemented beforehand.
Improved server performance through proactive monitoring & optimization techniques; reduced downtime incidents by 50%, saving an additional 5 hours per week on average spent troubleshooting network problems previously experienced before improvement efforts were made.

Assisted over 500 customers daily with technical queries and requests, resolving an average of 400+ issues per week using troubleshooting techniques.
Optimized client networks to maximize performance and security by installing antivirus software, restoring system updates & patches and managing user accounts; increased customer satisfaction ratings by 12%.
Utilized advanced computer programming skills to design custom scripts for automated systems maintenance tasks that reduced manual effort needed for server administration by 20 hours a month.
Developed comprehensive training manuals on the use of various IT equipment such as computers, printers and scanners for new employees; decreased learning curve time from 8 weeks to 4 weeks in first year alone.
Effectively diagnosed hardware/software problems over multiple platforms (Windows/Mac OSX) in person or remotely via phone & remote access tools; resolved 95% of inquiries within same day timeframe with minimal downtime experienced across all clients’ systems.

Substantially reduced customer service call time by 20% through providing timely and efficient technical support for hardware, software and network issues.
Installed over 40+ computer systems in the last quarter; configured system settings to optimize performance levels, ensuring that customers enjoyed a seamless user experience.
Facilitated setup of 50+ new client accounts with necessary software & applications as well as configuring email accounts; decreased IT onboarding time from 4 hours to 2 hours per account on average.
Prepared detailed documentation for all tech-related processes including troubleshooting steps, installation instructions and user access privileges; improved cross-team collaboration among 5 other departments within the organization.
Spearheaded project initiatives related to website development & maintenance while providing guidance on optimizing website navigation features; increased web traffic by 25%.

Formulated and implemented technical solutions for over 200 customers each month, leading to an 18% decrease in customer support inquiries.
Achieved a 90% success rate of resolving technical issues on the first call and reducing average resolution time from 1 hour to 15 minutes per inquiry.
Demonstrated strong analytical skills while troubleshooting complex system problems and providing detailed root cause analysis reports with proposed resolutions within agreed service levels.
Reliably monitored systems performance against KPIs/SLAs; identified & addressed potential risks proactively which minimized downtimes by 30%.
Assessed user requests, suggested appropriate software packages and conducted training sessions for 80+ users every quarter to ensure proper usage of applications.

Mentored over 25 new technical support specialists each year, providing them with the skills and knowledge to effectively troubleshoot customer issues.
Consistently provided prompt response times in resolving customer inquiries, reducing wait time by 40% within a 6-month period.
Responded to an average of 300 customer queries daily via phone and email; successfully resolved 90% of cases on first contact.
Upgraded over 1,000 computers with latest software and hardware components for customers across various industries in order to improve performance levels; increased system uptime by 15%.
Reduced overhead costs associated with IT maintenance services through careful inventory management practices and vendor negotiation strategies; saved $50K annually for the organization.

Configured customer accounts, network settings and software applications to ensure optimal performance; decreased resolution times by 25% with improved technical support processes.
Resourcefully provided over-the-phone assistance and remote access support to more than 500 customers per week, resolving all queries on the first call in 95% of cases.
Implemented customer feedback systems to enhance service delivery quality, leading to a customer satisfaction rating jump from 70% up to 85%.
Troubleshot complex technology issues related to hardware/software installation and system compatibility errors; completed repairs within 12 hours or less in 80+ instances monthly.
Streamlined help desk ticketing operations through automation resulting in an increase of 40% productivity for the team’s daily workflow duties thus far this year.

3. Skills

The skillset employers require in an employee will likely vary, either slightly or significantly; skimming through their job adverts is the best way to determine what each is looking for. One organization may require familiarity with Windows and Linux operating systems, while another may need proficiency in customer service software.

It is critical to tailor the skills section of your resume for each job you apply for; this will help ensure that it passes through any applicant tracking system used by employers. These programs scan resumes for certain keywords before passing them on to a human reviewer.

You can further elaborate on the most important technical support specialist skills in other sections such as the summary or experience section.

Below is a list of common skills & terms:

Account Management
Active Directory
Communication
Computer Hardware
Computer Repair
Customer Satisfaction
Data Entry
Databases
HTML
Hardware
Help Desk Support
Information Technology
Java
Linux
Microsoft Exchange
Network Administration
Networking
Operating Systems
Process Improvement
SQL
Security
Servers
Software Documentation
Software Installation
System Administration
Team Leadership
Teamwork
Technical Support
Telecommunications
Time Management
Troubleshooting
VMware
Windows
Windows 7
Windows Server
Windows XP

4. Education

Mentioning your education on your resume will depend on how far along you are in your career. If you just graduated and have no prior experience, mention your education below the resume objective. However, if you have plenty of work experience to showcase, it might be better to omit an education section altogether.

If including an education section is necessary for the technical support specialist role you are applying for, try mentioning courses and subjects that relate directly to this type of job.

Bachelor of Science in Information Technology
Educational Institution XYZ
Nov 2011

5. Certifications

Certifications are a great way to demonstrate your expertise and knowledge in a particular field. They are also an excellent way for employers to quickly assess the qualifications of potential candidates.

Including certifications on your resume can help you stand out from other applicants, as it shows that you have taken the initiative to acquire additional skills or knowledge related to the job. It is important that any certifications listed be relevant and up-to-date with industry standards.

CompTIA A+ Certification
CompTIA (Computing Technology
May 2017

6. Contact Info

Your name should be the first thing a reader sees when viewing your resume, so ensure its positioning is prominent. Your phone number should be written in the most commonly used format in your country/city/state, and your email address should be professional.

You can also choose to include a link to your LinkedIn profile, personal website, or other online platforms relevant to your industry.

Finally, name your resume file appropriately to help hiring managers; for Millie McClure, this would be Millie-McClure-resume.pdf or Millie-McClure-resume.docx.

7. Cover Letter

Including a cover letter in your job application is highly recommended. It’s a great way to introduce yourself and provide the employer with more information about who you are, what skills you possess and why they should consider hiring you for the role.

A cover letter typically consists of 2 to 4 paragraphs that can be used to showcase your personality, explain why you’re an ideal candidate and demonstrate how well-suited your experience makes you for the position. Even if it isn’t requested by the recruiter or company, sending one along with your resume will show initiative on your part – something employers always appreciate!

Below is an example cover letter:

Dear Mafalda,

I am writing to apply for the position of Technical Support Specialist at XYZ Company. With over five years of experience providing technical support and customer service, I believe I am an ideal candidate for this role.

In my current role as Technical Support Specialist at ABC Company, I provide phone and email support to customers who are experiencing problems with our software products. I troubleshoot issues by researching solutions and testing various scenarios until I find a resolution that works for the customer. In addition to resolving technical issues, I also take time to educate customers on how to use our products more effectively.

Through my work in customer support, I have developed strong problem-solving skills and a deep knowledge of computer hardware and software applications. My patient personality ensures that every customer feels valued and respected, even when they are frustrated with a technical issue.

I would be grateful for the opportunity to bring my skills and experience to your team as your next Technical Support Specialist. Thank you for your time and consideration!

Sincerely,

Millie