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Linda E

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20 views3 pages

Linda E

Uploaded by

henryfadokun
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Linda E.

Hubbard

CompTIA A+ Certified IT Support Technician

[email protected]

901-833-6388

linkedin.com/in/lindahubbard

Summary of Qualifications

Personable and knowledgeable IT support technician with over 4 years of experience assisting
customers with various hardware and software related issues. Provided in-depth technical support to
clients at a Tier 2 level, solving 99.2% of issues without transferring to Tier 3 support. Seeking to provide
expert technical support to enterprise organizations as the L3 tech support engineer at QuantX Group.

Work Experience

IT Technical Support Specialist L2/Tier 2

January 2017–November 2019

Jones Software Group, Memphis, TN

Key Qualifications & Responsibilities

Coordinated with Level 1 technical support specialists to take over calls outside their level of support.

Assisted customers with more difficult technical issues requiring a greater level of personalized care and
in great
Escalated support desk tickets to Level 3 in the most crucial circumstances and after considerable time
had been spent on a single ticket.

Onboarded and trained all incoming junior tech support specialists.

Key Achievements

Solved 99.2% of Level 2 tech support tickets without needing to escalate to Level 3 tech support
engineers.

Technical Support Specialist L1/Tier 1

October 2015–December 2016

Memphis Media Menagerie, Memphis, TN

Key Qualifications & Responsibilities

Supported customers with basic technical support for current and past software releases.

Assisted clients with general support for hardware, peripherals, network connections, and external
software.

Escalated help desk tickets to Level 2 / Tier 2 support when outside the scope of L1/T1 technician
support.

Education

Bachelor of Science in Computing and Security Technology

Drexel University, Philadelphia, PA

Graduation: 2015

Relevant Coursework: Computing and Informatics Design, Database Management Systems, Responding
to Technological Failures and Concerns, Web Systems and Services, Information Security Management,
Systems Analysis and Design, Database Design and Implementation.
Key Skills

Software Troubleshooting & Problem Solving

Phone & Email Technical Support

BMC Helix IT Service Management (ITSM) Software

Communication & Interpersonal Skills

Creative Thinking Skills

Languages Intermediate Working Proficiency

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