Senior Technical Support Specialist Resume Example
The bar for Senior Technical Support Specialists: ownership of systemic ticket reduction through tool creation. Simple high-volume troubleshooting gets filtered out.
This resume is for Senior Technical Support Specialists who lead complex system migrations and mentor junior staff, but aren't yet responsible for departmental budget planning or global support strategy. It also works for Customer Support Specialist professionals transitioning into this more technical, senior-level specialty.
- Ownership of high-impact technical escalations and cross-functional bug resolution
- Evidence of process improvements that reduce ticket volume or resolution time
- Demonstrated ability to mentor junior team members and improve collective technical competency
- Experience section highlighting both technical tools and leadership initiatives
- Skills grouped by technical proficiency and workflow management
- Professional summary focused on large-scale system impact and team mentorship
Monica King
Summary
Experience
- Mentored 4 junior specialists on advanced SQL troubleshooting and database querying, increasing the team's first-touch resolution rate from 62% to 78%.
- Engineered a Python-based diagnostic tool for EHR integration issues, cutting ticket investigation time by 45% for the highest-priority support channel.
- Directed the technical support migration for a patient portal serving 1.2M users, ensuring zero downtime during the 48-hour cutover period.
- Prioritized the development of a self-service password reset portal over individual hardware upgrades, resulting in a $140K annual reduction in operational costs.
- Resolved an average of 45 high-complexity technical tickets weekly, maintaining a 4.9/5.0 customer satisfaction score across phone and email channels.
- Established a tiered escalation framework for pharmacy management software, reducing cross-departmental handoffs by 34%.
- Spearheaded a cross-functional initiative with the engineering team to patch 12 recurring software bugs identified through customer feedback trends.
- Optimized the mobile driver application support workflow, reducing average handle time by 28% for fleet-wide connectivity issues.
- Authored 25 comprehensive technical articles for the internal knowledge base, decreasing redundant ticket volume by 15% in the first quarter.
- Managed technical onboarding and device provisioning for 150+ new employees, ensuring 100% hardware readiness on day one.
Education
Skills
Customer Support · SQL · Python · CRM Systems · Issue Resolution · Escalation Management · Process Improvement · Workflow Optimization · Technical Documentation · Team Leadership · ServiceNow · API Troubleshooting · Network Diagnostics · Cross-Functional Collaboration · Patience
What makes this resume effective
- This resume meets the hiring bar for a Senior Technical Support Specialist by demonstrating technical tool creation, large-scale migration leadership, and measurable team mentorship.
- Notice how Monica King highlights the creation of a Python-based diagnostic tool at CommonSpirit Health to prove technical autonomy and engineering-level problem solving.
- See how the mention of directing a patient portal migration for 1.2M users signals the ability to manage high-stakes, zero-downtime projects.
How to write better bullet points
Helped junior team members with their SQL questions.
Mentored 4 junior specialists on advanced SQL troubleshooting, increasing the team's first-touch resolution rate from 62% to 78%.
It quantifies the scale of mentorship and ties it directly to a measurable improvement in team performance.
Fixed bugs in the patient portal.
Directed the technical support migration for a patient portal serving 1.2M users, ensuring zero downtime during the 48-hour cutover period.
It emphasizes leadership and the high-stakes nature of the project rather than just the task of fixing bugs.
Wrote articles for the company knowledge base.
Authored 25 comprehensive technical articles for the internal knowledge base, decreasing redundant ticket volume by 15% in the first quarter.
It demonstrates proactive problem-solving and shows how documentation directly impacts operational efficiency.
Senior Technical Support Specialist resume writing tips
- Highlight a specific tool or script you built to automate repetitive troubleshooting tasks, like the Python-based diagnostic tool.
- Quantify how your mentorship improved team-wide metrics like first-touch resolution or average handle time, referencing the 78% FTR increase.
- Detail your involvement in cross-functional projects, such as working with engineering to patch 12 recurring software bugs.
Common mistakes
- Focusing only on ticket volume instead of how you reduced the need for those tickets through process improvements.
- Omitting mentorship experience, which suggests you are a high-performing individual contributor rather than a senior leader.
- Neglecting technical depth by failing to mention specific tools like SQL or Python used for advanced troubleshooting.
Frequently asked questions
Is this resume right for someone with five years of experience? Yes, if you have moved beyond basic troubleshooting into leading projects, mentoring others, and driving process improvements.
Yes, if you have moved beyond basic troubleshooting into leading projects, mentoring others, and driving process improvements.
Yes, if you have moved beyond basic troubleshooting into leading projects or mentoring others. It is less suitable if your work still focuses primarily on individual ticket queues without broader process ownership.
What if my experience is in hardware support instead of software? Yes, focus on optimizing hardware diagnostic workflows or managing large-scale deployment cycles instead of software-specific tools.
Yes, focus on optimizing hardware diagnostic workflows or managing large-scale deployment cycles instead of software-specific tools.
The framework remains effective by swapping software-specific tools for hardware diagnostics and deployment cycles. You should focus on how you optimized those hardware workflows or managed large-scale device rollouts.
What if I don't have access to exact percentage improvements? Use volume-based metrics like ticket counts or user scale to demonstrate impact magnitude when exact percentage improvements are unavailable.
Use volume-based metrics like ticket counts or user scale to demonstrate impact magnitude when exact percentage improvements are unavailable.
In this resume, Monica King uses specific ticket volumes and user counts to demonstrate the magnitude of their impact. You can use ranges or volume-based metrics to show scale when exact percentages are unavailable.
How much of the technical skills section should I modify? Align your technical stack with the specific CRM or tools listed in the job description while keeping categories like 'Process Improvement.'
Align your technical stack with the specific CRM or tools listed in the job description while keeping categories like 'Process Improvement.'
You should align the technologies listed with the specific stack mentioned in the job description. Keep the categories like 'Issue Resolution' and 'Process Improvement' but update the specific CRM or database tools to match your expertise.
What do hiring managers focus on most at this level? They value evidence of solving root causes and influencing product roadmaps over simply treating symptoms of recurring issues.
They value evidence of solving root causes and influencing product roadmaps over simply treating symptoms of recurring issues.
They look for evidence that you can solve problems at the root cause rather than just treating symptoms. They value candidates who demonstrate they can influence the product roadmap or improve the efficiency of the entire support organization.
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