Senior Technical Support resume example

• As workstream lead, performed networking troubleshooting with packet captures, DNS checks, and service logs; isolated a certificate-chain failure and gave the customer a verified recovery procedure instead of a generic restart request.
• With responsibility for the review standard, handled on-call incident response with customer-impact prioritization, keeping a timeline of symptoms and actions; used customer service updates to distinguish confirmed facts, workarounds, and the next check-in.
• Reproduced a customer issue using sanitized logs and the reported product version; supplied engineering with exact steps, expected behavior and a verified temporary workaround.
• Owned troubleshooting for a recurring customer connection failure using packet captures, resolving a DNS configuration mismatch and confirming recovery with the customer.
• Published an incident-response runbook based on on-call case reviews, reducing time to gather a complete escalation bundle from 35 to 15 minutes in rehearsal.

• Introduced an escalation packet with logs, environment, impact, and attempted fixes; aligned review standards and decision owners across the participating teams. Working with partner teams, kept the lower-effort process in place after handoff.
• Updated a troubleshooting article after reproducing a reported failure, separated user actions from administrator-only steps, and checked the procedure with a colleague using a clean setup.
• Reproduced a customer issue on a clean configuration, compared the working and failing settings, and tested the proposed correction without administrator privileges. Published a troubleshooting sequence that preserved the customer’s original configuration.

• Rewrote 36 customer-facing troubleshooting articles with verified reproduction steps; aligned review standards and decision owners across the participating teams
• Configured a separate test environment with a documented network diagram, account permissions and failure scenarios; captured the logs needed to distinguish connectivity, authentication and application faults.
• Tested the recovery guide from a fresh account, checked required permissions at each step, and added rollback instructions where a configuration change could disrupt the working baseline.
• Owned the recovery rehearsal using an isolated test account, resolved a missing permission prerequisite and completed the restore without changing the working baseline.

Relevant coursework: Algorithms, operating systems, databases, computer networks

• Published an independent troubleshooting guide using annotated logs, separating connectivity, authentication and application failures and documenting the rollback decision at each step.