Technical Support Specialist Resume Ariya Harmon Technical Support Specialist (414) 555-6821 ariya.harmon@example.com linkedin.com/example/ariyaharmon Milwaukee, WI 53202 STRENGTHS Structured Troubleshooting When a clinical device stopped communicating, followed documented checks in sequence and gave advanced support reproducible findings. Customer Communication Explained setup steps differently for clinicians, biomedical technicians, and IT contacts, helping each audience move forward confidently. Case Ownership Kept phone and email cases current from intake through closure. Clear notes became a trusted handoff point for peers. Healthcare Awareness Handled support information with HIPAA aware care and kept operational, environmental, health, and safety procedures in view. Escalation Quality Collected symptoms, system details, and prior steps before routing difficult issues, reducing avoidable back and forth for advanced teams. SKILLS Technical support Help desk Windows Hardware troubleshooting Software troubleshooting Computer networking Connected devices Case management Ticketing systems CRM systems Knowledge management RMA coordination Phone support Email support Technical documentation LANGUAGES English Native 40 Spanish Intermediate 20 MY CAREER 2.8 Years Technical Support Specialist at Lakeshore Clinical Technology Services (1.4 Years) Help Desk Technician at Midwest Service Desk Solutions (1.4 Years) SUMMARY Technical support specialist with three years of experience resolving hardware, software, Windows, connectivity, and connected device issues in customer facing service environments. Provides Level 1 help desk support for healthcare users, clinicians, biomedical technicians , and IT teams through phone and email channels. Manages cases from initial report through resolution, documenting symptoms, troubleshooting steps, customer updates, escalation details, and closure evidence in CRM and ticketing systems. Uses technical documentation , knowledge articles, and standard operating procedures to isolate faults and guide setup or configuration. Coordinates RMA activity for repair and replacement needs. Applies HIPAA aware information handling, GDPR awareness, and environmental, health, and safety procedures while supporting service continuity and rotating after hours coverage. Ready to contribute disciplined case ownership, clear communication, and practical troubleshooting in a remote technical services role. EXPERIENCE Technical Support Specialist Lakeshore Clinical Technology Services April 2025 - Present Milwaukee, Wisconsin Supports connected clinical devices and companion software for healthcare users, biomedical technicians, and IT contacts. Owns Level 1 cases across phone and email channels, applies documented procedures, coordinates RMA activity, and protects service continuity during scheduled after hours coverage. Resolved Windows, application, network, setup, and device communication issues for healthcare users. Documented phone and email cases in CRM and ticketing systems with clear resolution evidence. Applied knowledge articles and standard procedures before escalating complex connectivity and software faults. Coordinated RMA requests by verifying repair details and replacement status for depot teams. Guided clinicians , biomedical technicians, and IT contacts through configuration and operational checks. Protected customer information through HIPAA aware handling and scheduled after hours support. Help Desk Technician Midwest Service Desk Solutions October 2023 - March 2025 Madison, Wisconsin Provided customer facing help desk support for Windows workstations, Microsoft Office applications, peripherals, account access, and basic network connectivity. Managed incident records, guided users through setup, and prepared reproducible findings for desktop and infrastructure escalation. Supported business users through phone and email for Windows workstations and peripherals. Diagnosed incidents using troubleshooting sequences, system information, and knowledge base articles. Recorded incidents with categorization, troubleshooting history, communications, and closure notes. Guided users through software setup, application configuration, and device connection steps. Used Outlook, Excel , and Word for communications, tracking, and operational documentation. Collected reproducible details and routed unresolved problems to advanced support teams. PROJECTS Connected Device Support Workflow 2025 A recurring device issue became a useful process lesson. Mapped intake, troubleshooting, documentation, escalation, and RMA handoffs for connected clinical equipment, giving support teams clearer case evidence and more consistent service coordination. Service Desk Knowledge Base Review 2024 Small documentation gaps slowed otherwise simple calls. Reviewed troubleshooting references for Windows, applications, peripherals, and network connectivity, helping users receive clearer setup guidance and helping advanced teams receive better escalation details. LEADERSHIP & AWARDS Customer Case Ownership Recognition, Lakeshore Clinical Technology Services, 2025 Service Desk Documentation Recognition, Midwest Service Desk Solutions, 2024 Healthcare Technology Support Leadership, Clinical Support Team, 2025 EDUCATION High School Diploma Riverside University High School GPA: 4.0 2023 Milwaukee, Wisconsin Coursework: Computer Applications, Information Technology, Technical Communication, Health and Safety CERTIFICATIONS Microsoft Learn, Windows Client Fundamentals 2025 HIPAA Awareness Training 2025 TECHNICAL SKILLS Operating Systems: Microsoft Windows, Windows Client, system information Microsoft Office: Outlook, Excel, Word Support Channels: Phone, email, chat channels Case Management: CRM, ticketing systems, case records Knowledge Systems: Knowledge management, knowledge articles, technical references Clinical Devices: Infusion systems, connected devices, companion software Networking: Network connectivity, device communication, computer networking Hardware Support: Laptops, tablets, mobile devices Service Operations: Level 1 support, help desk, service desk Repair Logistics: RMA processing, repair coordination, replacement coordination Documentation: Standard operating procedures, troubleshooting guides, closure notes Compliance: HIPAA, GDPR, environmental health and safety SKILLS Technical support Help desk Windows Hardware troubleshooting Software troubleshooting Computer networking Connected devices Case management Ticketing systems CRM systems Knowledge management RMA coordination Phone support Email support Technical documentation PROFESSIONAL AFFILIATIONS Healthcare Technology Support Community, professional participant Technical Support and Service Desk Network, professional participant LANGUAGES English (Native) Spanish (Intermediate) ADDITIONAL INFORMATION Work Status : Authorized to work in United States. No sponsorship required. ADDITIONAL INFORMATION Work Status : Authorized to work in United States. No sponsorship required. REFERENCES AVAILABLE ON REQUEST
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