Analyst, Technical Support Resume Sample
Lia Barrows
4419 Koch Track,
Phoenix,
AZ
+1 (555) 909 1699
Work Experience
Senior Information Technology Technical Support Analyst
02/2016
-
PRESENT
Boston, MA
- Diagnose and resolve technical hardware and software issues involving network connectivity, email clients, printers and more
- Implement patches and implement corrective actions to mitigate security risk and vulnerabilities
- Collaborate with other technical staff, project managers, business users, and management
- Participate in desktop, peripheral, building moves, additions, support and other projects
- Document solutions and maintain helpdesk ticket information and transactions
- Stay current on the latest trends and changes in technology
- Daily troubleshooting and equipment repair
- Encryption of hard drives
Analyst, Technical Support
07/2010
-
01/2016
Dallas, TX
- Maintaining PC database
- Coordinating with vendors regarding procurement of equipment, warranty issues, repairs, and refurbished equipment
- Maintaining logs for inventory, service, and returns
- Tracking purchase orders and receipt of equipment
- Receiving and maintaining salvaged equipment
- End User Customer provide technical support and assistance to customers using computer hardware, standard desktop applications or software applications
- Associates perform troubleshooting and conduct problem determination to identify problem source and resolve as possible within the Service Center
- Respond to and resolve service requests in a timely manner
- Participate in desktop/wireless user account setup during office transfers and other projects
Business & Technical Support Analyst
07/2004
-
04/2010
Boston, MA
- Install, configure, and test computer hardware, software and peripheral equipment
- Maintain, analyze, and troubleshoot software, computer peripherals and mobile devices
- Assist in equipment delivery, software licensing compliance and inventory/asset control
- Configure software distribution tools
- Provide first line support for the unit’s computers by trouble shooting software and hardware problems
- Provide support for maintenance, upgrades, installations and repairs to PC’s
- Assist in evaluating/measuring the performance of the Customer Relations Officer by conducting reviews, tabulating individual performance statistics on the utilization of the Bank’s computer assisted collection systems, and assist the front line management in meeting individual objectives/goals in attaining optimum productivity and effectiveness levels of performance
Education
Walla Walla University
1999 - 2004
Bachelor's Degree in Computer Science
Professional Skills
- Demonstrated strong analytical and problem solving skills with excellent follow-up and strong attention to detail
- Strong analytical, organizational, communication, interpersonal skills and project management skills are essential
- Demonstrates strong problem solving and troubleshooting skills to allow efficient and effective problem identification and
- Demonstrated organizational, time-management and planning skills with a strong attention to detail needed
- Excellent customer-facing, organizational, time management, communication, problem-solving and technical writing skills
- Strong troubleshooting/debugging skills and a real passion for problem solving
- Excellent communication, listening, and writing skills
How to write Analyst, Technical Support Resume
Analyst, Technical Support role is responsible for software, troubleshooting, technical, analytical, integration, securities, training, database, procurement, security.
To write great resume for analyst, technical support job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Analyst, Technical Support Resume
The section contact information is important in your analyst, technical support resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Analyst, Technical Support Resume
The section work experience is an essential part of your analyst, technical support resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous analyst, technical support responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular analyst, technical support position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Analyst, Technical Support resume experience can include:
- Be flexible, effective team work skills & able to work independently
- Good communication skills in other major European language (French/Italian/German/Spanish), desirable
- Troubleshooting/debugging skills and a real passion for problem solving
- Outstanding communication/interpersonal skills and ability to interact with all levels of an organization to resolve an issue
- Assists in training, trouble shooting and further developing Level 1 Analysts skills
- Experience with SQL queries including evaluating and writing store procedures and custom views, experience with XML
Education on an Analyst, Technical Support Resume
Make sure to make education a priority on your analyst, technical support resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your analyst, technical support experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Analyst, Technical Support Resume
When listing skills on your analyst, technical support resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical analyst, technical support skills:
- Communicating Effectively – Clearly and effectively conveys complex information
- Good problem solving and analytical thinking skills are required
- Strong time management and multi-tasking skills are required
- Excellent customer service skills with the ability to display an energetic, positive attitude
- Strong written English skills (corporate language)
- Good communication skills in other major European language (French/Italian/German/Spanish)
List of Typical Experience For an Analyst, Technical Support Resume
1
Experience For Assoc Technical Support Analyst Resume
- Monitors and responds quickly and effectively to requests received through the IT Support phone line
- Assists Network Infrastructure team as required and for skill development, notifying Service Desk Supervisor whenever work is to be performed
- Answers questions related to configuration and operation by testing, reviewing code (if applicable) and reviewing documentation
- Supports other IT Units in communicating information to users regarding outages, planned IT changes and status updates
- Monitors and respond to requests from email and ticketing system
2
Experience For Business & Technical Support Analyst Resume
- Provide on-the-spot training to end users on all system related needs
- Consult with internal IT teams to represent client’s technical interests for project planning and standards development
- Provide QA testing for applications
- Manage quality maintenance survey scheduling for approximately 14,000 McDonald’s locations
- Perform problem isolation and resolution, using system software and diagnostics tools
- Assist in ensuring Customer Satisfaction goals are met
- Deliver and manage ongoing support services on Kronos’ Workforce Integration Manager and Workforce Connect Products
- Troubleshoot issues regarding CyberSource’s products and services
- Liaise with appropriate internal teams and external parties to resolve outstanding client issues with CyberSource’s products and services
3
Experience For Technical Support Engineer / Analyst Resume
- Have a full understanding of all technical aspects of EDI (standards, hardware, software, and 3rd party network options)
- Passion for delivering high quality products and services
- Provides First Tier Help Desk phone support for the 24/7 Help Desk
- Monitors critical law enforcement systems for availability
- Documents internal procedures and incidents
- Installs and configures workstations, peripheral equipment, and software
- Perform back-up and restore processes
- 3 - Moderate: Include standing or walking most of the time, with bending, stooping, squatting, twisting, and reaching; includes working on irregular surfaces, occasionally lifting objects weighting over 25 pounds, and frequent lifting of 10-25 pounds
4
Experience For Information Technology Technical Support Analyst Resume
- Acts as a technical escalation point for Level 1 Technical Analysts, overseeing inter team escalations and ensuring the incident to completion
- Allocates workstations for new hires and refreshes according to schedule and within budget for assigned users
- Ensures workstation and mobile device retrieval, re-allocation and e-waste disposal according to established policy
- Coordinates with other IT units to resolve problems
- Deploys, configures, troubleshoots and maintains users’ hardware and software
- Responds to inquiries and requests from users as escalated through the support process, in a timely manner
5
Experience For Applications Analyst, / Technical Support Resume
- Identifies complex problems, troubleshoots and provides solutions to assist users
- Completes all assigned individual, team and department projects in a timely and complete fashion
- Oversees workstation and mobile device inventory for assigned users in the proper procurement, allocation, retrieval and disposal of e-waste according to EPRI established policies
- Assist in developing, capturing and reporting customer satisfaction surveys
- Provides recommendations and implementation on optimizing standard processes that promote efficiency and communications excellence
- Interacts with vendors to resolve problems and stays abreast of new updates
- Provides phone coverage as required
6
Experience For Credits & Chargeback Technical Support Analyst Resume
- Configure, install, monitor and maintain client desktop software and hardware; support mobile workforce
- Consult with and make recommendations to IT, Customers on selection of hardware and software products to address business requirements while maintaining published IT standards
- Work closely with broadcast engineers to support and implement technology
- Ensures customer satisfaction by responding to calls to the Customer Support Group. Logs all customer questions and problems, and tracks them through resolution
- Ensures problem resolution by monitoring problem On-Line System and updates the customer on the status of the resolution
7
Experience For Command Center Technical Support Analyst Resume
- Test and troubleshoot non-complex software and hardware in advance of new releases
- Consulted with (or on occasion asked to perform) level 3 support, within a specific area of expertise
- Maintains custom client databases
- Ensure program deliverables have charter built, sponsor approval meet timelines and budget.
- Troubleshoot, track, and resolve QMC technician survey errors. Provide performance feedback via monthly QMC technician error reports to QMC providers and McDonald’s customer operations managers
- Use Call Management tools to update all involved activities accurately
- Fluent German and/or Italian speaker
8
Experience For Senior Information Technology Technical Support Analyst Resume
- Participate in a 7x24 on-call rotation duty on after-hours/weekends/holidays as business needs
- Highly self-motivated, able to handle multiple tasks in a fast-paced environment
- Self-learn new technologies or product features
- Provide telephone and/or web post-sales SPARC/Solaris support in English
- Assist internal and external customers remotely over the phone, through email, and other communications media
- Use remote desktop support software to view and interact with the remote user’s computer or mobile device
- Provide a clear written response to the post in a timely manner, or
- Assign a task to appropriate staff with Kronos Global Support (KGS) or other staff, to provide a response in a timely manner
- Provide expertise as the internal escalation point for support for infrastructure and technology issues related to the deployment of the Kronos application in the hosted Kronos Private Cloud
9
Experience For Senior Office Technical Support Analyst Resume
- Integrate the KCS methodology into the diagnostic, resolution and documentation phases of casework. Responsibilities include accurate use and linkage of existing articles in case resolution, editing existing content when appropriate, and creating new content as necessary
- Meet SLA’s and communicate with leadership team if dates cannot be met in advance to allow leadership team to assist or adjust priorities
- Experience with web based communication protocols and security (FTP, FTPS, AS2, VAN-based EDI)
- Own projects and work with minimal direction
- Organized and detail oriented. Demonstrated ability to manage multiple projects simultaneously and to resolve scheduling and other conflicts in order to meet all deadlines
- Experience in C, C++ or Java
- J2EE design principles and experience
10
Experience For Venue Technical Support Analyst Resume
- Working knowledge of the Incident, Problem & Change process
- Assist customers with utilizing and exploiting BMC products
- UNIX / LINUX scripting and command tools
- Basic Knowledge of Salesforce: ability to building forms and datasets in Salesforce
- ITIL Training / Certification
- Deskside IT support for desktop clients and Engineering systems/tools users
- Provide advice and training to our artist in response to identified difficulties
- Perform management tasks beyond ticket response as assigned (e.g. account management, printer management, software ordering, pc and software deployment etc…)
List of Typical Skills For an Analyst, Technical Support Resume
1
Skills For Assoc Technical Support Analyst Resume
- Strong people and communication skills. Able to provide support at all levels of the organization
- Analytical Problem Solving/Judgment & Decision Making – Ability to use critical thinking skills to help resolve or mitigate customer impact service issues
- Effectively communicate with business stakeholders and vendors, setting and managing expectations
- Problem Management Skills - focus on driving problem resolution
- Communicate effectively, both orally and in writing, with a wide variety of people
2
Skills For Business & Technical Support Analyst Resume
- Solid experience and/or passion for working with databases or data-structures
- Analytical skills in troubleshooting and problem resolution
- Able to communicate effectively with our global customer base and internal stakeholders
- Manage stress and work effectively in a fast-paced environment
- Actively seeks out tasks that help develop skills, knowledge, and maturity of NOC operations
- Demonstrates ability to provide good customer service
- Moderate-level of project management skills
- Good sense of tasks prioritization pro-activeness and able to handle urgency
3
Skills For Technical Support Engineer / Analyst Resume
- Collaborate effectively with individuals and teams across multiple time zones
- A few years’ service experience with storage products or equivalent skill set
- Technical/Functional Skills – Make technical, functional contributions and stay abreast of trends
- Experience with various scripting languages (Python, Bash, Perl, etc) - reading and writing
- Strong knowledge of networks including VPN’s, VM servers, load-balancing and terminal services is required
- Experience with MySQL or other Relational Database environments - reading and writing
- Advanced technical knowledge and troubleshooting experience with PC hardware, operating systems, application software, LAN/WANs and e-mail, required
4
Skills For Information Technology Technical Support Analyst Resume
- Advanced technical knowledge and troubleshooting experience related to end user facing systems (e.g. Active Directory, WSUS, Symantec, SharePoint etc…)
- Experience with dealing with trading partners thru several phases of EDI communications
- Experience with unit testing methods and assisting users with UAT of EDI solutions
- Strong in LINUX/UNIX/AIX/SOLARIS/WINDOWS operating systems
- Maintain effective working relationships with those contacted in the course of work
- Experience in computer based testing and certification
5
Skills For Applications Analyst, / Technical Support Resume
- Experience with MS Windows Operating systems (XP, Win7)
- Demonstrated ability to research and resolve problems using a variety of resources and tools
- Work on more than one ticket at once, while not losing effectiveness
- Experience in software development, Agile methodology, and working with clients in a Fast-paced environment
- Hands on experience with troubleshooting IT applications
- Experience troubleshooting complex applications
- Two years’ experience supporting end users directly as part of a service desk
6
Skills For Credits & Chargeback Technical Support Analyst Resume
- Fundamental and strong understanding of databases and linux servers
- Advanced technical knowledge and troubleshooting experience related to Citrix and WYSE terminal support
- Experience in communications / network programming an advantage
- Possess significant work experience in a dynamic 24x7 production, mission critical, revenue and ever changing environment
- Participate in the redesign of our tools based on the first hand experience supporting them in production
- Good understanding of bill of material (BOM) concepts and product implementation processes
- Experience in customer services; customer focused, with a pro-active and responsive approach
7
Skills For Command Center Technical Support Analyst Resume
- Provide a high level of customer experience
- Post Implementation Project Experience
- Intermediate skill level with Microsoft Office 365 applications and services
- Bachelors or Associates in Computer Science, Computer Programming or commensurate work experience
- Experience with working with JAVA
- Database experience, specifically in ORACLE, DB2, MSSQLServer ·
- Intermediate-level ability to operate, install, maintain, configure and troubleshoot
- Operate in matrix organization
- Product compliance (CTPAT) prior exposure to prepare audits and maintain documentation for US customs (CTPAT)
8
Skills For Senior Information Technology Technical Support Analyst Resume
- Experience in system and/or network administration (UNIX, Linux, Windows, Cisco)
- 0 – 2 years of technical support experience
- Strong knowledge of computer hardware, software & peripherals
- Experience as an NMCI Assistant Customer Technical Representative (ACTR)
- Excellent telephone and e-mail etiquette are essential
- Implementation / project management experience
- The job requires 0-2 year’s related experience in computer technology and/or project management
- Experience with T-SQL (Dynamic, Stored Procedures, Triggers)
- Experience in Capital markets - ideally in securities middle and / or back office
9
Skills For Senior Office Technical Support Analyst Resume
- Some experience in Salesforce development
- Communicate with artists experiencing difficulties to determine and document problems experienced
- Understanding of Transaction Processing – End To End
- Providing 1st and 2nd line technical support to end users, investigating issues thoroughly
- Understanding and following various processes
- Working as part of a team, sharing new and known information where relevant to others
10
Skills For Venue Technical Support Analyst Resume
- Setting up and supporting monitors, local printers and scanners, external hard drives, etc
- Managing Citi’s domain profiles, assuring correct information is published internally and externally
- Working understanding of multiple technologies
- Troubleshooting and supporting ERP systems
- Typing speed of 40 WPM or higher
- Monitoring phone calls and emails directed at the service desk
List of Typical Responsibilities For an Analyst, Technical Support Resume
1
Responsibilities For Assoc Technical Support Analyst Resume
- Supporting and assist as needed technical marketing team consultant invoicing
- Interacting with customers over the phone, via email and through the Customer Service Application
- Working directly with global commercial and operation teams on a daily base
- Maintaining the complaints management system and report on activities
- Working with customer service representatives to provide product information for SAP system
- Understanding of SQL queries, but the ability to write the is highly desired
2
Responsibilities For Business & Technical Support Analyst Resume
- Working knowledge of PC’s and related peripherals
- Understanding of network concepts and systems
- Understanding of Cloud system concepts and collaboration tools
- Influencing – Ability to earn cooperation from others to accomplish team goals
- Providing regular updates and feedback to users in relation to their requests/issues
3
Responsibilities For Technical Support Engineer / Analyst Resume
- Being part of a global company with offices around the world
- Making a real difference to the way we deliver health care
- Working within a fast pace environment to resolve customer issues within SLA
- Basic understanding of methodologies of operations processing (i.e. executing back-ups, batch production, problem escalation, report and tape processing)
- Software patching/updates testing and installation
- Proficiency in Requirements Gathering, Analysis and Data Modelling is required
- Intermediate-level knowledge of multiple programming / scripting languages. (C/C++, Perl, PHP, etc.)
4
Responsibilities For Information Technology Technical Support Analyst Resume
- Knowledge of multiple programming / scripting languages. (C/C++, Perl, PHP, etc.)
- Competency with Linux operating system and developing on this platform
- Assist students, faculty and staff in accessing and configuring e-mail accounts
- Build troubleshooting guides for system issues and standard policies, procedures and processes to be used for GC3 personnel
- Service and delivery oriented focused on achieving results
- Multitask, work under pressure to fixed deadlines with a flexible approach to working hours to meet deadlines
- Utilize monitoring tools to proactively respond to potential problems
- Serve as primary end user support lead for Medley, FL and surrounding locations
- Create new or modify existing model of product configurations in Oracle Cloud CPQ, R12 Configurator and Customer Order Fulfillment (COF) systems
5
Responsibilities For Applications Analyst, / Technical Support Resume
- Key core Subject Matter Expert for all CPQ related troubleshooting of configurations and the product attribute setup
- Contact Center Platform Monitoring
- Communicate issues and actions and complete archiving processes
- Flexibility in work schedule and ability to participate in monthly rotating shifts to meet needs of the customer and business
- An understanding of OS and desktop support
- Hands-on networking/desktop/PC administration and hardware/software support
- Handle multiple service requests with strict time limits on an ongoing basis
6
Responsibilities For Credits & Chargeback Technical Support Analyst Resume
- Lead internal technical development training sessions
- Carrier class networking and telephony environments, with an emphasis on next generation IP services
- Intel-based PC hardware including
- Troubleshoot issues pertaining to Mac, Windows PC’s, printers, mobile devices
- Technical knowledge interfaces: Configuration and trouble shooting
- Read and understand various programming languages
- Deployment of hardware and software to existing users and new starters
7
Responsibilities For Command Center Technical Support Analyst Resume
- Identify any instances of abuse or misuse within Kronos Community and bring specific cases of misuse to the attention of management as needed
- Resolve the performance issues reported by the customer by optimizing the stored procedure / query used in the custom reports / Workforce Integration Manager
- Trend and data reporting
- Synthesize data for analysis and decision-making
- Accountable for providing technical support for customers
- Knowledgeable in TCP/IP networking
- Windows and other operating systems
8
Responsibilities For Senior Information Technology Technical Support Analyst Resume
- Act as informational resource on hardware and software questions/issues by serving on Help Desk or support desk
- Driven to achieve a high level of customer satisfaction
- Adaptability; self-starter; team player; focused; committed; work independently
- Review basic software and hardware requirements
- Analyze work flow of customer environment
- Make recommendations for work space design
9
Responsibilities For Senior Office Technical Support Analyst Resume
- Knowledge of web based design – XML and webservices an advantage
- Participates in a host of product introduction/lifecycle coordination
- Recognize and initiate low to severe agent service blocking issue affecting agent tools using application, network and service dashboards to technical support teams. Ensure incidents are resolved to the customer’s satisfaction and accordingly to SLA
- Ensure a consistent method of incident management is followed, including diagnostics, classification, escalation paths and communication protocols to drive. Summarizes key elements of a technical problem and assigns cases to internal and external partners as necessary
- Work with highly technical staff supporting Windows, LINUX, UNIX and SQL production servers and network devices. Drive complicated system related issues to resolution across multiple services and groups with little or no supervision
- Partner with key teams across the organization to identify, trend and track key performance metrics that reflect health of agent tools
- Quickly and effectively learns new systems to rapidly identify potential disruptions and solutions to assist the reduction of MTTR and/or prevent future service interruptions
10
Responsibilities For Venue Technical Support Analyst Resume
- Provide telephone and/or web post-sales SPARC/Solaris support in German and English
- Provide telephone and/or web post-sales SPARC/Solaris support in Spanish and English
- Provide home client computer support (if fits business requirements)
- Write detailed documentation for technical solutions for IT peers
- Virus protection and removal
- Out of hours on call rotation
- Recreate / Resolve customer issues
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