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On Shore Technical & Customer Services - Tier 2 Technical Support Agent Resume Example

Ella Peterson
A professional and enthusiastic technician with proven experience as an agent and supervisor within customer service, technical support and help desk work environments. Strong communication and people skills with the ability to establish valuable client relationships. Flexible goal setter achieving and surpassing organizational goals. Management, supervision, and training experience.
Technical Expertise
  • 13 years of professional experience in Customer Service and Sales
  • Extremely proficient in customer satisfaction and retention.
  • Provided full spectrum help desk support including problem identification to resolution for viruses, program errors, network problems, hardware failure, and operating system installs.
  • Expert in manual virus removal

    Type: 95 WPM
  • Excellent knowledge of Microsoft Office Suite and Internet Information Services
  • Operating Systems: Windows XP/Vista/7/8 and Mac OS X
  • Software: Sharepoint, MySQL, Outlook, Outlook Express, LogMeIn, TeamViewer, Right Now, I3 Interactive Client, X-Lite, Jira and Zendesk 
Help Desk Experience
Tier 2 Technical Support Agent / Workflow Coordinator 03/2011 to 05/2014
On Shore Technical & Customer Services Covina, CA
  • Provided full service help desk support to clients with an emphasis on virus removal via remote desktop, email and phone.
  • Trained and integrated new technicians into workforce.
  • Developed new detection and removal processes for several major viruses reducing repair time for technicians and nearly eliminating risk of data loss for clients.
  • Resolved customer service and technical escalations.
  • Managed team of 50+ call center technicians. Assigned cases, monitored call flow, and provided assistance to technicians.
Tier 2 Customer Service Representative 12/2007 to 05/2008
Vonage Holmdel, NJ
  • Provided Tier-2 support for Vonage telephone clients.
  • Assisted customers with billing, subscription, and customer service requests.
  • Resolved customer service escalations.
  • Coordinated with Team Supervisor to integrate measures to reduce overall team metrics and improve efficiency.
Tier 2 Customer Support / Technical Support Agent 03/1999 to 09/2003
Convergys Toledo, OH
  • Provided Tier 1 and Tier 2 customer support for AT&T @Home Internet Service Provider.
  • Resolved customers' modem and connectivity issues over the phone while maintaining low call times.
  • Assisted customers with billing, subscription and customer service needs.
  • Resolved escalated Customer Service and Technical Support calls.
  • Assisted in advanced diagnostics of hardware and coordinated with installation teams to replace faulty or failing equipment.
  • Promoted within first month to Tier 2 Customer Support.
  • Promoted within second month to handle escalated calls.
  • Promoted within third month to Tier 1 Technical Support.
B.S: Criminal Justice Jan 2016 The University of Toledo - Toledo, OH
Community Service
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Resume Details

This is a real resume for a Tier 2 Technical Support Agent in CANA, Virginia with experience working for such companies as On Shore Technical & Customer Services, Vonage, Convergys. This is one of the hundreds of Tier 2 Technical Support Agent resumes available on our site for free. Use these resumes as templates to get help creating the best Tier 2 Technical Support Agent resume.

Previous Companies:

  • On Shore Technical & Customer Services
  • Vonage
  • Convergys

Previous Job Positions:

  • Tier 2 Technical Support Agent
  • Workflow Coordinator
  • Tier 2 Customer Service Representative
  • Tier 2 Customer Support
  • Technical Support Agent


  • The University of Toledo

Level of Education:

  • B.S

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