MOLLY FISHER
Technical Support Specialist
Seattle, WA · m.fisher@email.com · (555) 902-3456
Summary
Technical support specialist with 4 years diagnosing hardware, software, and connectivity issues for consumer and enterprise products. Resolves 96% of tickets without escalation and maintains a 4.8/5 technical CSAT.
Experience
Technical Support Specialist · Apple
2021 - Present
- Resolve 30+ technical support tickets daily across macOS, iOS, and hardware issues via phone and chat
- Maintain a 96% first-contact resolution rate and 4.8/5 customer satisfaction score
- Authored 15 troubleshooting guides adopted team-wide, cutting average handle time 14%
- Mentor 4 junior specialists on Zendesk macros and log-reading, lifting their FCR rate 11%
Technical Support Associate · Microsoft
2019 - 2021
- Diagnosed Windows OS, Office 365, and network connectivity issues for 40+ customers daily
- Escalated complex bugs to engineering, contributing to 3 confirmed product fixes
- Documented 40+ recurring issues in Confluence, forming the core of the tier-1 knowledge base
Help Desk Technician · Best Buy
2017 - 2019
- Handled 25+ walk-in and phone tickets daily for laptops, printers, and home networking gear
- Reimaged and configured 200+ Windows and macOS devices using MDT and standard build images
- Logged every case in Freshdesk and closed 90% within the same business day
Education
B.S. Computer Science — University of Washington · 2019
Skills
Technical Troubleshooting, Product Support, Zendesk, ServiceNow, Remote Diagnostics, API/Log Debugging, Windows/macOS/iOS, Escalation Handling, SLA Management, Knowledge Base Authoring
Certifications
CompTIA A+, CompTIA
Apple Certified Support Professional (ACSP), Apple
HDI Support Center Analyst (HDI-SCA), HDI
Projects
Self-Service Portal - built a Zendesk help-center with 30 articles, deflecting 18% of tickets
Diagnostic Script Kit - authored PowerShell tools that cut network triage from 20 to 7 minutes
