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Technical Advisor Resume Samples
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0-5 years of experience
- Provided exceptional customer service experience over the phone and exceed monthly metric requirements, including an AHT of 17 minutes or less and a 95% or better satisfaction rating.
- Multitasked across systems and applications, analyzed and resolved technical issues, and comfortably navigate a virtual work environment.
- Demonstrated the ability to prioritize and manage time, as well as the discipline to work independent from team and manager.
0-5 years of experience
- Advanced from a base level role to the highest customer facing role within the first year
- Managed call flow and responded to technical support needs of customers
- Consistently reviewed technical documentation and procedures
- Identified and solved technical issues with a variety of diagnostic tools
- Defined, documented, and logged best technical practices
- Upheld Apple’s high priority security protocols and level of customer service
0-5 years of experience
Serves as a subject matter expert for multi-agency, multi-service cyber operations support. Prioritizes operations, directs incident triage, analysis, and event monitoring within a $24 billion enterprise network. Coordinates directly with national leadership offices and intelligence agencies to identify cyber threats and potential global impacts within the Department of Defense Information Network (DoDIN) and strategic partner environments.
- Oversees 315 information security personnel and a $4.5 million budget to resource key training, certifications, and assessment projects
- Secretary of Defense and Defense Digital Service global cyber programs and assessments lead
- Architected commercial “crowd sourcing†security assessments, which revealed 207 previously unidentified network vulnerabilities
- Guides management on information security risk issues and serves as advisor to peers, team members and the enterprise
- Synchronizes policies, processes and network operations within the U.S. Government
- Led cyber threat evaluations through proactive analysis and coordination with various intelligence agencies and strategic partners
- Revises corporate policies and processes to create standard operating procedures for specialized enterprise operations
- Reduced network threats by 60% in three weeks after implementing new enterprise security strategy
- Coordinated multi-agency response actions after crippling cyber attack, reducing the risk and removing the threats from multiple networks
0-5 years of experience
- Provided technical assistance via telephone and e-mail
- Scrutinized equipment malfunction and processed customer service requests
- Implemented technical product training for internal and external customers
- Analyzed, repaired, calibrated and operated analytical instruments
- Utilized problem solving tools to improve team performance
- Recipient of 2012 Albert Ott Award for extraordinary performance
0-5 years of experience
Promoted to Tier 2 after 8 months of service at the Tier 1 level
- Promotion was based on my ability to exceed company goals
- Handle escalated calls about Apple products and customer service
- Mentored new hires for both Tier 1 and Tier 2 positions
- Offered optional services on the phone to benefit the customer
- Over 9 years of call center experience, with the ability to multitask on the phone and computer
0-5 years of experience
Multitask across several systems and applications.
- Analyze and resolve a variety of complex technical issues.
- Customer focus and passion for support.
- Consistently ranked top 5 and led team in performance metrics.
0-5 years of experience
- Extensively trained to transition into Macintosh computer technical support
- Provided Tier 2 Supervisor support to Apple customers Mac & iOS Tier 1 advisors
- Provided flexible customer service by identifying the communication style of customer and matching my style to compliment theirs.
0-5 years of experience
- Research and diagnose technical issues, implement resolutions.
- Engage and educate customers throughout the troubleshooting process.
- Achieve consistent 90% and higher in monthly customer satisfaction ratings and issue resolution.
- Maintain composure and patience in face of difficult customer situations.
6-10 years of experience
- Secured Small Business Innovative Research (SBIR) Federal Grant from National Science Foundation (NSF)
- Led effort for Disrupted Technology for touch panel market and related transparent conductor materials
- Led effort for Disrupted Technology for thin film photovoltaic solar cell (TFPV) market
- Responsible for all R&D and Intellectual Property portfolio generation
- Recruited CEO and Established World Class Technical Team
- Consulting services for Green Technology and Government R&D proposal generation
- Expertise in soft processing of “Green Materials” for touch screen, low-E windows, solar cells, etc.
0-5 years of experience
- Oversee health, fitness, welfare, and discipline of a team of 40 soldiers responsible for readiness and operation of an armament of four Howitzer cannons representing over $10M in government assets
- Train soldiers in equipment operation, mission objectives, and vehicle maintenance
- Coordinate maneuvers and platoon support activities focused on supplies, maintenance, and food service
- Assist the Platoon Leader with technical planning, direction, and supervision
0-5 years of experience
- Responsible for advising the commander on the technical health and status of the organization
- Assists the operational and training teams, and develops internal processes to improve data flow and management both internal and external to the organization
- Works closely with senior staff on the tracking of the Cyber Protection Team (CPT) forces in the organization
- Supports assigned CPT forces by keeping them informed of policy changes and training on new processes
- Oversees the technical health and mentorship of the Warrant Officer Corps within the organization
- Serves as the Battalion Knowledge Management (KM) representative partnering with the Brigade KM representative to develop and enforce KM standards
0-5 years of experience
- Responsibilities included, maintaining a high volume workload within a fast paced environment.
- Answered and dialed out over 200 calls daily using a call management system and web-based communications.
- Multi-tasked systems while providing service and resolving customer issues, questions, comments, or concerns.
0-5 years of experience
- Providing world class customer service through technical support; maintaining high Customer Satisfaction and Issue Resolution scores
- Analyzing trends to document emerging issues
- Troubleshooting various Apple and non-Apple devices for functionality and network connectivity
- Implementing tools to improve employee efficiency and reduce average handling time per case
- Developing tutorials and instructional documents to educate co-workers on available tools to improve work efficiencies
0-5 years of experience
- Assist customers with [company name] devices via telephone
- Note taking on current call, and troubleshooting steps
- Emailing customers on [company name] products and services
- Troubleshoot IOS devices and Mac CPU devices
- Chat with Tier 2 advisors for troubleshooting resolutions
6-10 years of experience
[company name] Services (Apple Vendor)
- Take over calls from level one technical advisors for Apple technical issues
- Provided technical assistance and resolutions for customers
- Assisted in the new hire program for new employees which in turn had a positive effect on our employee retention and improved process
0-5 years of experience
- Took over supervisor-requested calls
- Managed escalated and unresolved hardware and software cases, using specialized knowledge and tools
- Submitted cases to engineering support for further review
0-5 years of experience
Consultant on Request, electronics designs and projects support.
- Diagnostic, troubleshooting, repair and recovering of used equipment.
- Providing consulting, technical support of custom projects
- Application specific circuit and modules design, assembly and test
0-5 years of experience
- I currently work with [company name]. I really do enjoy my job and Apple is an amazing company. I have been working with them for almost 2 years now, though I am looking for a better opportunity elsewhere.
- I was hired on as a Technical Advisor with iOS/Mac and I currently work from home. I really enjoy helping out customers and attending to their needs. Apple has taught me a lot with how to communicate with customers over chat, however, I want to interact with customers face to face and not through a virtual aspect of chat.
- During my time here at Apple I have developed a different style of communication and looked at customer service in a whole knew way. I do truly believe that customer service makes or breaks a company and with that knowledge that I have learned in trying to manage three chats at once and adapting to all different types of communication styles, I want to take my knowledge elsewhere where I can use it to look for more advancement opportunities.
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Last edited by: Gabriela Barcenas, CPRW, Content Writer II -
Gabriela Barcenas
CPRW, Content Writer IIGabriela is a Certified Professional Resume Writer (CPRW) and career adviser. With 10 years of digital media experience and five years of resume writing expertise, her publication history includes fashion, education, travel, social justice, equitable design and career advice.
