Technical Support Specialist Resume Example
A technical support specialist resume is evaluated on system ownership measured by resolution efficiency, not ticket volume without process improvement.
This resume is for Technical Support Specialist professionals who manage complex software integrations and resolve high-volume ticket queues, but are not yet leading global support strategy or managing entire support departments. It also works for Customer Support Specialist professionals transitioning into this more technical specialty.
- Ownership of end-to-end ticket resolution for enterprise systems
- Evidence of reducing support overhead through documentation or automation
- Proficiency in technical debugging across both software and hardware environments
- Experience section prioritized by technical complexity and measurable impact
- Skills categorized to highlight both software proficiency and hardware diagnostics
- Education and certifications positioned to validate technical foundations
Maya Brown
Summary
Experience
- Resolved 1,800+ technical tickets related to SAP ERP and warehouse management systems, maintaining a 94% customer satisfaction (CSAT) score across email and phone channels.
- Reduced average resolution time by 32% by building a searchable internal knowledge base covering 12 common API integration issues for the support team.
- Prioritized troubleshooting of high-latency database queries over cosmetic UI tickets during peak Q4 traffic, ensuring 99.9% uptime for 450,000 daily active users.
- Mentored 2 junior support associates on SQL debugging techniques and escalation protocols to improve first-contact resolution rates.
- Diagnosed and resolved complex hardware connectivity issues for 140 pharmacy locations, reducing equipment downtime by 24% through proactive remote monitoring.
- Saved $38,000 in annual hardware replacement costs by identifying a recurring firmware bug in barcode scanners and coordinating a global patch with the vendor.
- Chose to automate the password reset workflow via a Python script instead of manual processing, cutting ticket volume for that category by 48%.
Education
Skills
Customer Support · Communication · Problem Solving · CRM Systems · Issue Resolution · Patience · SQL · SAP ERP · API Troubleshooting · Python · Technical Documentation · ServiceNow · JIRA · Hardware Diagnostics
What makes this resume effective
- This resume meets the hiring bar for a Technical Support Specialist by demonstrating ownership of enterprise ERP systems, measurable resolution time improvements, and technical automation.
- At Walgreens, Maya’s use of a Python script to automate password resets shows the proactive problem-solving that differentiates top-tier professionals from basic ticket processors.
- The Grainger entry highlights technical leadership through SQL debugging mentorship and the creation of a knowledge base for API integration issues.
How to write better bullet points
Answered customer emails and fixed software bugs.
Resolved 1,800+ technical tickets for SAP ERP systems while maintaining a 94% CSAT score across email and phone channels.
It quantifies the workload and specifies the complex enterprise software being supported.
Wrote documentation for the team to use.
Reduced average resolution time by 32% by building a searchable internal knowledge base covering 12 common API integration issues.
It demonstrates a measurable improvement in team efficiency through proactive documentation.
Helped fix hardware problems at different stores.
Diagnosed and resolved complex hardware connectivity issues for 140 pharmacy locations, reducing equipment downtime by 24%.
It shows the scale of responsibility and the direct impact on business operations.
Technical Support Specialist resume writing tips
- Connect ticket volume to specific platforms like SAP or JIRA to show environment familiarity.
- Detail a time you automated a manual task to prove technical efficiency.
- Mention specific metrics like CSAT or resolution time to validate your performance.
Common mistakes
- Listing only soft skills like patience without showing the technical depth needed to solve complex API or database issues.
- Focusing on ticket volume alone without explaining how you improved the support process or reduced recurring issues.
- Failing to distinguish between basic user assistance and high-level technical troubleshooting in complex enterprise environments.
Frequently asked questions
Is this resume right for someone with three to five years of experience? Yes if experience shifts from basic hardware setups to complex system troubleshooting and enterprise-level application support.
Yes if experience shifts from basic hardware setups to complex system troubleshooting and enterprise-level application support.
Yes, if the experience includes moving beyond basic help desk tasks into specialized system support. It is likely not a fit if the background is limited to password resets and basic hardware setups without platform-specific expertise.
What if my background is in general customer service rather than IT? Yes, if bullets highlight using technical tools like SQL or CRMs to solve problems rather than just general communication.
Yes, if bullets highlight using technical tools like SQL or CRMs to solve problems rather than just general communication.
This format works if the bullets highlight instances where technical tools or data were used to solve problems. Emphasizing exposure to CRMs, SQL, or internal software troubleshooting bridges the gap between general service and technical roles.
What if I don't have metrics like CSAT scores or resolution percentages? Use context like daily ticket averages or user base size; describing complex system ownership is a valid substitute for formal CSAT scores.
Use context like daily ticket averages or user base size; describing complex system ownership is a valid substitute for formal CSAT scores.
Using approximate volumes based on daily ticket averages or the size of the supported user base provides necessary context. In this resume, Maya uses 1,800+ tickets and 94% CSAT, but describing the complexity of the issues resolved is equally valuable.
How much should I change before applying? Keep the structure but align technical skills and software names exactly with the job description to pass ATS and recruiter screens.
Keep the structure but align technical skills and software names exactly with the job description to pass ATS and recruiter screens.
The core structure and technical skills section should remain, but the specific software mentioned must match the job description. Aligning the experience bullets with the ticketing systems or ERPs listed in the posting ensures the resume passes initial screening.
What do hiring managers focus on at this level? They prioritize the ability to handle escalations independently and evidence of reducing the burden on senior engineers through documentation.
They prioritize the ability to handle escalations independently and evidence of reducing the burden on senior engineers through documentation.
Recruiters look for the ability to handle escalations independently and contribute to the team's overall knowledge. They value candidates who prove they reduced the burden on senior engineers through better first-contact resolution and documentation.
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