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Ralph Hudson
Support Team Member (STM)
Summary
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Education
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May 2017
Skills
- ServiceNow
- Jira Service Desk
- ITILv3
- Microsoft Office Suite
- Active Directory
- LAN/WAN Troubleshooting
Work Experience
Support Team Member (STM)
- Collaborated with other teams (e.g., product development, engineering) to provide solutions to customer issues.
- Contributed to the improvement of support processes and knowledge base.
- Trained new support team members.
- Managed multiple support channels simultaneously.
Support Team Member (STM)
- Provided technical support to endusers via email, phone, and live chat.
- Troubleshooted and resolved software and hardware issues.
- Managed customer accounts and maintained customer satisfaction.
- Documented and escalated complex technical issues to senior support engineers.
Accomplishments
- Implemented a new customer support ticketing system, reducing ticket resolution time by 20%.
- Developed a knowledge base that reduced call volume by 15% through selfresolution.
- Established a remote support team, enabling 24/7 customer access.
- Trained and mentored new support team members, improving team efficiency.
- Identified and resolved a system issue that prevented customers from accessing critical services.
Awards
- Received the Exceptional Customer Service Award for consistently exceeding customer satisfaction metrics.
- Recognized as Support Team Member of the Month for outstanding leadership and support.
- Awarded the Technical Excellence Award for consistently resolving complex technical issues.
- Received the Innovation Award for designing a new troubleshooting tool.
Certificates
- ITILv3 Foundation
- Certified ServiceNow Administrator
- Microsoft Certified Solutions Expert (MCSE)
- CompTIA Network+
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How To Write Resume For Support Team Member (STM)
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Essential Experience Highlights for a Strong Support Team Member (STM) Resume
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Frequently Asked Questions (FAQ’s) For Support Team Member (STM)
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