Resume Example

Technical Support Resume Examples

Use these ATS-friendly resume examples and templates to showcase your ticket volume, resolution rates, and satisfaction scores in technical support.
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A strong technical support resume should show volume, resolution, and what you fixed for good. Highlight tickets or cases per year, first-contact resolution rate, customer satisfaction score, resolution time improvements, knowledge base articles and their deflection effect, and defects or root causes you closed permanently. Name your certifications and tools, because CompTIA credentials, vendor certifications, and ticketing and remote support platforms are filtered on. State your level plainly, since a technician at a managed services provider, an escalation engineer reading packet captures, an application support analyst keeping business systems available, a support engineer fixing product code, and a specialist working phone and chat queues are hired on different evidence. Use the examples below to see how to turn support work into clear, results-focused resume achievements.

Technical Support Resume Example

Meet Damaris Kimathi, a fictional technical support technician at a managed services provider supporting 140 clients and 6,000 users. This example shows the core support role measured on tickets resolved, first-contact resolution, satisfaction, and resolution time.

Damaris Kimathi

(813) 555-0187 ◇ Tampa, FL

damaris.kimathi@example.com ◇ linkedin.com/in/damaris-kimathi ◇ damariskimathi.com

Objective

Technical support professional with 6 years resolving hardware, software, and network issues for a managed services provider supporting 140 small business clients and about 6,000 users. Resolves about 2,400 tickets a year with an 88% first-contact resolution rate, holds a 4.8 of 5 customer satisfaction score across 3 years, and cut average resolution time from 3.1 hours to 1.4. Fixes the problem in front of the customer, then fixes the reason it happened.

Education
A.S. in Computer Information Technology, Hillsborough Crown State College 2018 – 2020

Coursework in Operating Systems, Networking Fundamentals, Hardware Support, and Customer Service in IT.

CompTIA A+, Network+, and Security+, CompTIA 2020 – 2023

Also holds a Microsoft 365 Certified Endpoint Administrator Associate credential earned in 2024.

Skills
Technical Support
Windows and macOS troubleshooting, hardware diagnosis and repair, printer and peripheral support, mobile device management, remote support, onboarding and offboarding
Systems and Network
Microsoft 365 administration, Active Directory and Entra ID, DNS and DHCP basics, VPN and Wi-Fi troubleshooting, endpoint security tools, backup verification
Service Practice
Ticket triage and prioritisation, service level tracking, knowledge base writing, escalation with clear detail, customer communication, root cause follow-up
Tools & Platforms
ConnectWise, Datto RMM, Microsoft Intune, TeamViewer, Microsoft 365 Admin Center, Cisco Meraki, SentinelOne, ITGlue
Experience
Technical Support Technician II 04/2023 – Present
Hillsborough Crown Managed Services Tampa, FL
  • Resolve about 2,400 tickets a year for 140 small business clients and 6,000 users with an 88% first-contact resolution rate.
  • Hold a 4.8 of 5 customer satisfaction score across about 1,900 rated tickets in 3 years.
  • Cut average resolution time from 3.1 hours to 1.4 by building 45 knowledge base articles and automating 6 common fixes in the remote management tool.
Technical Support Technician 07/2020 – 03/2023
Bayshore Line Technology Services Tampa, FL
  • Handled about 1,800 tickets a year across 90 clients, covering desktops, printers, email, and network connectivity.
  • Onboarded about 400 users a year with device setup and account provisioning, with a 99% same-day completion rate.
  • Identified a failing firmware version across 60 client firewalls through ticket pattern analysis and coordinated the update with 0 outages.
IT Help Desk Intern 01/2020 – 06/2020
Bayshore Line Technology Services Tampa, FL
  • Resolved about 25 first-line tickets a week during a 6-month internship alongside a degree.
  • Imaged and deployed 120 laptops for a client office move with 0 reimaging required.
  • Hired full time at the end of the internship, 1 of 2 interns of 4 offered a position.
Projects

Resolution Time Reduction. Analysed 12 months of tickets to find the 20 issue types accounting for 60% of volume, wrote 45 knowledge base articles with step-by-step fixes, and built 6 automated remediation scripts in the remote management tool, which cut average resolution time from 3.1 hours to 1.4.

Firewall Firmware Incident. Noticed a pattern of intermittent connectivity tickets across 8 clients, traced it to a firmware version on 60 firewalls, and coordinated a staged update over 3 nights with the network team, which resolved the tickets and prevented an estimated 200 further tickets.

Client Onboarding Standard. Built a 30-step new user onboarding checklist covering device, accounts, security tools, and a 15-minute orientation call, used for about 400 users a year, which raised same-day completion to 99% and cut first-week tickets from new users by 50%.

Extra-Curricular Activities
  • Volunteer technology support for a senior center, running a monthly device help session for about 20 people.
  • Member of a regional IT professionals group, attending about 6 events a year.
  • Refurbish donated laptops for a school nonprofit, about 40 devices a year.
Leadership
  • Serve as the escalation point for a team of 6 technicians on desktop and Microsoft 365 issues.
  • Trained 5 new technicians on the ticketing system, remote tools, and the knowledge base.
  • Own the knowledge base of 140 articles and review it quarterly for accuracy.
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Technical Support Engineer Resume Example

Meet Piotr Nowicki, a senior technical support engineer handling enterprise escalations for a network security product. This example shows escalation evidence: resolution within service level, defects filed and fixed, and a reproduction lab.

Piotr Nowicki

(984) 555-0156 ◇ Raleigh, NC

piotr.nowicki@example.com ◇ linkedin.com/in/piotr-nowicki ◇ piotrnowicki.com

Objective

Technical support engineer with 7 years supporting enterprise customers of a network security software product, handling the escalations that first-line support cannot resolve. Owns about 600 escalated cases a year across 300 enterprise accounts, holds a 94% resolution rate within service level, and filed 85 confirmed product defects that engineering fixed. Reads packet captures and logs rather than guessing, and writes the fix up so the next engineer does not have to.

Education
B.S. in Computer Networking, Neuse Crown University 2015 – 2019

Coursework in Network Protocols, Network Security, Linux Systems, and Scripting.

Cisco Certified Network Professional, Security, Cisco 2022

Also holds CompTIA Security+ and a Linux Foundation system administrator certification earned in 2021.

Skills
Technical Troubleshooting
Packet capture analysis, log analysis at scale, network protocol debugging, Linux troubleshooting, reproduction in lab environments, performance and latency diagnosis
Product and Domain
Firewall and VPN configuration, identity and access integration, TLS and certificate issues, high availability clusters, upgrade and migration support, API troubleshooting
Support Engineering Practice
Escalation management, defect reporting to engineering, root cause documentation, knowledge base authoring, customer calls at executive level, service level ownership
Tools & Platforms
Wireshark, Linux, Python and Bash, Salesforce Service Cloud, Jira, Splunk, Zoom, Confluence
Experience
Senior Technical Support Engineer 02/2022 – Present
Neuse Crown Network Security Raleigh, NC
  • Own about 600 escalated cases a year across 300 enterprise accounts for a network security product deployed at 4,000 organisations.
  • Hold a 94% resolution rate within service level and a 4.7 of 5 customer satisfaction score across 4 years.
  • Filed 85 confirmed product defects with reproduction steps, 71 of which shipped as fixes, and cut repeat cases on those issues by 60%.
Technical Support Engineer 06/2019 – 01/2022
Research Triangle Line Software Raleigh, NC
  • Resolved about 900 cases a year on a VPN and identity product with an 86% first-engineer resolution rate.
  • Built a lab environment of 20 virtual machines that let the team reproduce 80% of customer issues within a day.
  • Wrote 60 knowledge base articles that deflected an estimated 1,500 cases a year based on article views against case volume.
Network Support Intern 05/2018 – 08/2018
Research Triangle Line Software Raleigh, NC
  • Handled about 15 first-line cases a week during a 12-week internship.
  • Wrote a packet capture analysis guide of 20 pages adopted for new engineer training.
  • Received a full-time offer at the end of the 12-week internship based on the guide.
Projects

High Availability Failover Defect. Diagnosed intermittent failover failures reported by 12 enterprise customers through packet captures and cluster logs, reproduced a state synchronisation race in the lab, and delivered a defect report with a reliable reproduction, which engineering fixed in the next release and closed 40 open cases.

Reproduction Lab. Built a lab of 20 virtual machines covering 4 product versions and 3 identity providers at a previous employer, with snapshot restore scripts, which let the team reproduce 80% of customer issues within a day against about 30% before, and cut average case age 35%.

Upgrade Readiness Programme. Wrote a pre-upgrade check script and a 25-item readiness guide for a major version upgrade, ran it with 120 enterprise customers, and reduced upgrade-related cases from about 90 in the previous major release to 14.

Extra-Curricular Activities
  • Member of a regional network engineering group of about 200, presenting about once a year on troubleshooting.
  • Volunteer network support for a community makerspace with about 300 members.
  • Maintain a small open source packet analysis script collection with about 300 stars.
Leadership
  • Serve as the final escalation point for a support team of 14 before engineering.
  • Trained 8 support engineers on packet capture analysis and defect reporting standards.
  • Represent support in the weekly engineering defect triage covering about 20 issues a week.
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Application Support Analyst Resume Example

Meet Renata Sousa, an application support analyst keeping a policy administration platform available for 2,800 insurance users. This example shows application support evidence: priority 1 incidents cut, changes delivered without failure, and batch stabilisation.

Renata Sousa

(860) 555-0123 ◇ Hartford, CT

renata.sousa@example.com ◇ linkedin.com/in/renata-sousa ◇ renatasousa.com

Objective

Application support analyst with 6 years supporting a policy administration platform and 8 connected applications for an insurance company with 2,800 users. Resolves about 1,500 incidents a year, cut priority 1 incidents from 26 a year to 6, and delivered 40 application changes through the change process with 0 failed deployments in 3 years. Keeps the applications the business runs on available, and knows what every batch job does at 2 am.

Education
B.S. in Management Information Systems, Connecticut River Crown University 2016 – 2020

Coursework in Database Systems, Systems Analysis, Business Applications, and IT Service Management.

ITIL 4 Foundation, Axelos 2021

Also holds an Oracle SQL certification and completed a Guidewire PolicyCenter support course in 2023.

Skills
Application Support
Incident and problem management, application monitoring, batch job support, data fixes with SQL, integration troubleshooting, user access administration, release support
Technical
SQL across Oracle and SQL Server, log analysis, API and file interface debugging, scheduling tools, configuration management, test execution for changes
Service Practice
Change and release process, root cause analysis and problem records, runbooks and knowledge articles, vendor escalation, business stakeholder communication, on-call
Tools & Platforms
ServiceNow, Guidewire PolicyCenter, Oracle SQL Developer, Control-M, Splunk, Jira, Postman, Confluence
Experience
Application Support Analyst 03/2022 – Present
Connecticut River Crown Insurance Hartford, CT
  • Support a policy administration platform and 8 connected applications for 2,800 users, resolving about 1,500 incidents a year.
  • Cut priority 1 incidents from 26 a year to 6 by closing 18 problem records with permanent fixes across 3 years.
  • Delivered 40 application changes through the change process with 0 failed deployments and 0 rollbacks in 3 years.
Junior Application Support Analyst 07/2020 – 02/2022
Farmington Line Financial Hartford, CT
  • Resolved about 900 incidents a year across 5 finance applications with a 91% resolution within service level.
  • Monitored 220 nightly batch jobs and cut batch failures 55% by fixing 9 recurring data and scheduling issues.
  • Wrote 35 runbooks that let the overnight operations team resolve 40% of batch alerts without escalation.
IT Support Intern 05/2019 – 08/2019
Farmington Line Financial Hartford, CT
  • Handled about 30 first-line tickets a week during a 12-week internship.
  • Built a SQL report that found 1,200 duplicate customer records ahead of a system migration.
  • Received a full-time offer at the end of the 12-week internship based on the duplicate report.
Projects

Priority 1 Reduction. Reviewed 2 years of priority 1 incidents to find 18 recurring root causes, raised a problem record for each, and worked fixes through the vendor, the integration team, and the change process, which cut priority 1 incidents from 26 a year to 6 and unplanned downtime from 41 hours a year to 7.

Batch Stabilisation. Analysed 6 months of batch failures across 220 nightly jobs at a previous employer, fixed 9 recurring causes including 3 scheduling dependencies and 4 data validation gaps, and wrote 35 runbooks, which cut failures 55% and overnight escalations 40%.

Application Monitoring Dashboard. Built a monitoring dashboard over application logs and integration queues with 30 alerts tuned over 3 months, which detected 70% of incidents before a user reported them and cut mean time to detect from 40 minutes to 6.

Extra-Curricular Activities
  • Member of a regional IT service management chapter, attending about 6 events a year.
  • Volunteer database support for a community health nonprofit with 3,000 client records.
  • Mentor 2 information systems students a year through a university alumni programme.
Leadership
  • Lead the weekly problem review for an application support team of 7 and the platform vendor.
  • Trained 4 analysts and the 6-person overnight operations team on runbooks and escalation.
  • Serve as the support representative on the change advisory board reviewing about 15 changes a week.
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Support Engineer Resume Example

Meet Kenji Okamoto, a support engineer working between customers and engineering at a cloud developer platform. This example shows the engineering side of support: tooling built, product fixes merged, and escalations resolved without engineering.

Kenji Okamoto

(253) 555-0195 ◇ Seattle, WA

kenji.okamoto@example.com ◇ linkedin.com/in/kenji-okamoto ◇ kenjiokamoto.com

Objective

Support engineer with 5 years at a cloud software company, working the boundary between customer support and engineering for a developer platform with 40,000 customers. Resolves about 700 technical escalations a year, wrote the internal tooling that cut escalation investigation time 50%, and contributed 30 merged fixes to the product codebase for issues found in support. Reads the code when the documentation runs out, and fixes the product rather than only the ticket.

Education
B.S. in Computer Science, Elliott Bay Crown University 2017 – 2021

Coursework in Software Engineering, Distributed Systems, Databases, and Web Development.

AWS Certified Solutions Architect Associate, Amazon Web Services 2023

Also holds a Kubernetes application developer certification earned in 2024.

Skills
Support Engineering
Technical escalation resolution, log and trace analysis, reproduction from customer reports, debugging in production with guardrails, API and SDK troubleshooting, incident participation
Engineering
Python and TypeScript, reading and fixing product code, internal tooling development, SQL and query debugging, containers and Kubernetes, cloud infrastructure basics
Practice
Bug reports with reproductions, customer communication on technical issues, knowledge base and documentation contributions, on-call rotation, working with product engineering teams
Tools & Platforms
Datadog, Sentry, GitHub, Zendesk, Kubernetes, AWS, PostgreSQL, Slack
Experience
Support Engineer II 05/2023 – Present
Elliott Bay Crown Cloud Seattle, WA
  • Resolve about 700 technical escalations a year for a developer platform with 40,000 customers, with a 92% resolution rate without engineering involvement.
  • Built internal tooling for account and log lookup that cut escalation investigation time 50% across a support engineering team of 10.
  • Contributed 30 merged fixes to the product codebase for issues found in support, closing about 400 related tickets.
Support Engineer 07/2021 – 04/2023
Rainier Line Software Seattle, WA
  • Resolved about 1,100 technical tickets a year for an API product with a 4.8 of 5 customer satisfaction score.
  • Filed 60 confirmed bugs with reproductions, 48 of which shipped as fixes within 2 releases.
  • Wrote 40 documentation pages and code samples that cut tickets on the 5 most common integration issues by 45%.
Software Engineering Intern 06/2020 – 09/2020
Rainier Line Software Seattle, WA
  • Built a diagnostic endpoint used by the support team to check customer integration health across 3,000 accounts.
  • Fixed 12 bugs from the support backlog during a 14-week internship.
  • Received a full-time offer at the end of the 14-week internship for the support engineering team.
Projects

Escalation Investigation Tooling. Built an internal web tool that pulls account configuration, recent logs, error traces, and deployment history into a single view from 5 systems, with permission controls and an audit log, which cut escalation investigation time 50% and is now used by 10 support engineers and 3 product teams.

Support-Sourced Product Fixes. Set up a rotation where support engineers take 1 day a week to fix product issues found in tickets, with a review path agreed with engineering, and personally shipped 30 merged fixes that closed about 400 related tickets and cut the top 10 ticket categories by 35%.

Integration Health Diagnostics. Built a diagnostic endpoint during an internship that checks a customer integration for 15 common misconfigurations and returns plain-language findings, which the support team ran across 3,000 accounts and which resolved 20% of integration tickets without an engineer.

Extra-Curricular Activities
  • Contributor to 2 open source developer tools with about 25 merged pull requests.
  • Member of a city support engineering meetup of about 150, presenting about once a year.
  • Volunteer coding mentor for a high school programme, 2 hours a week across the school year.
Leadership
  • Lead the support engineering tooling workstream with 2 other engineers.
  • Onboarded 4 support engineers with a 30-day ramp plan covering the codebase and escalation process.
  • Represent support engineering in the weekly product engineering bug triage.
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Technical Support Specialist Resume Example

Meet Bianca Ferrante, a technical support specialist working phone, chat, and email for a point-of-sale product used at 9,000 locations. This example shows how a queue-based specialist role is measured, on volume, first-contact resolution, satisfaction, and a specialism the team relies on.

Bianca Ferrante

(602) 555-0113 ◇ Phoenix, AZ

bianca.ferrante@example.com ◇ linkedin.com/in/bianca-ferrante ◇ biancaferrante.com

Objective

Technical support specialist with 4 years supporting a point-of-sale and payments product for 9,000 restaurant and retail locations, working phone, chat, and email queues. Resolves about 3,200 tickets a year with a 90% first-contact resolution rate, holds a 4.9 of 5 customer satisfaction score across 2 years, and became the team specialist for hardware and network issues that account for 30% of volume. Gets a business back to taking payments quickly, and explains what happened in plain language.

Education
A.A.S. in Information Technology, Salt River Crown Community College 2020 – 2022

Coursework in Networking, Hardware Support, Operating Systems, and Customer Support Practice.

CompTIA A+ and Network+, CompTIA 2022 – 2024

Also completed a customer support professional certificate and a payments industry fundamentals course in 2023.

Skills
Technical Support
Point-of-sale hardware and software troubleshooting, payment terminal and card reader issues, network and Wi-Fi diagnosis, printer and cash drawer setup, software configuration, account and user management
Customer Service
Phone, chat, and email support, de-escalation during outages, plain-language explanation, expectation setting, follow-up discipline, multi-queue handling
Support Practice
Ticket documentation, escalation with reproduction detail, knowledge base contributions, quality standards, service level awareness, product feedback to engineering
Tools & Platforms
Zendesk, Intercom, Salesforce, TeamViewer, Slack, Jira, Google Workspace, Loom
Experience
Technical Support Specialist II 06/2024 – Present
Salt River Crown Point of Sale Phoenix, AZ
  • Resolve about 3,200 tickets a year across phone, chat, and email for 9,000 restaurant and retail locations with a 90% first-contact resolution rate.
  • Hold a 4.9 of 5 customer satisfaction score across about 2,400 rated interactions in 2 years, the highest on a team of 22.
  • Serve as the team specialist for hardware and network issues, taking about 40 escalated cases a month and resolving 85% without engineering.
Technical Support Specialist 08/2022 – 05/2024
Salt River Crown Point of Sale Phoenix, AZ
  • Handled about 2,800 tickets a year with an 84% first-contact resolution rate in the first year, rising to 89% in the second.
  • Wrote 30 knowledge base articles on terminal and network setup that are now the 5 most-viewed articles in the help center.
  • Promoted to specialist II after 22 months, 1 of 3 promoted of 12 hired in the same cohort.
Retail Sales Associate and Store Technology Lead 05/2019 – 07/2022
Camelback Line Electronics Phoenix, AZ
  • Served about 60 customers a day and became the store point of contact for point-of-sale and network issues.
  • Resolved about 15 store technology issues a month, cutting calls to the corporate help desk by 70%.
  • Trained 20 associates on the point-of-sale system across 3 years while completing a degree.
Projects

Hardware and Network Specialism. Built a diagnostic flow for the 12 most common terminal and network faults with a decision tree and remote checks, used it to resolve 85% of escalated hardware cases without engineering, and trained 22 team members on it, which cut hardware ticket handle time from 24 minutes to 14.

Terminal Setup Articles. Wrote 30 knowledge base articles with photos and short videos covering terminal pairing, printer setup, and network configuration, which became the 5 most-viewed help center articles and deflected an estimated 400 tickets a month.

Outage Communication Script. Wrote the customer-facing script and status update cadence used during payment processing outages, tested across 3 incidents, which raised customer satisfaction on outage-related tickets from 3.2 to 4.4 of 5.

Extra-Curricular Activities
  • Volunteer technology helper at a public library, running a weekly drop-in session for about 15 people.
  • Member of a customer support professionals community of about 400, attending monthly online sessions.
  • Play in a recreational volleyball league across a 12-week season.
Leadership
  • Serve as the hardware and network escalation point for a support team of 22.
  • Trained 8 new specialists on the diagnostic flow and ticket documentation standard.
  • Represent the support team in the monthly product feedback meeting with 4 product managers.
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