Tier 2 Technical Support Specialist Resume

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Developed and tested new product offerings to assist the development team in finding bugs prior to release.
Coordinated with a global team to ensure 24/7 coverage for high-priority incidents, reducing downtime for enterprise clients by 12%.
Worked closely with Adobe Creative Suite and Salesforce users to provide solutions to operations issues via phone, email, live chat, and web teleconference.
Analyzed complex networking and hardware issues.
Automated frequent tasks.
Addressed root causes of issues.
Achieved a 51% productivity increase.
Achieved 58% customer satisfaction.
Described method solutions to customers to aid in problem resolution.
Closed 6 tickets per day on average.

Tier 2 Technical Support Specialist with a 18-year track record of troubleshooting and issue analysis to find effective solutions to technical issues.
Analytical technical support professional providing tailored solutions to key clients, boosting retention rates and customer loyalty by 38%.
Automated tasks.
Achieved 83% fewer recurring issues in Workday.
Excellent project management and budget management knowledge.
Ambitious support professional focused on optimizing customer experience.
Within Computers Software, senior Tier 2 Technical Support Specialist and outstanding performer in team leadership and client relations.
Automated recurring tasks.
Achieved 23% improvement in first-contact resolution (FCR).
ServiceNow expert and Power BI user.

Collaborated with program to investigate recurring hardware failures, reducing downtime by 41% across all client systems.
Trained 13 Tier 1 staff in advanced diagnostics tools, resulting in a 32% reduction in Tier 2 escalations overall.
Optimized API workflows, reducing manual intervention by 72% for a smoother integration process across ServiceNow platforms.
Documented and resolved framework which led to process.
Facilitated knowledge transfers by creating and maintaining a knowledge base of 10 troubleshooting articles, reducing response times and increasing FCR.
Enhanced team performance by implementing advanced ticket management tools on Asana, resulting in sustained resolution time performance under 12 hours.
Coordinated with human resources to overhaul inventory management, automating 5 manual processes resulting in 56% faster device deployments.
Reduced repeat customer complaints by 75% by creating automated follow-up sequences for unresolved tickets in HubSpot.
Drove compliance initiatives with updated team documentation, achieving CPA implementation 10 months ahead of schedule.
Resolved 8 high-priority tickets weekly, while maintaining a 23% customer satisfaction rating through consistent communication and follow-up.