Line Analyst Resume Sample
Evangeline Jast
867 Kohler Coves,
Los Angeles,
CA
+1 (555) 311 7558
Work Experience
Senior nd Line Analyst
10/2015
-
PRESENT
Houston, TX
- Researches, reviews, and analyzes system or data changes, client how-to questions, etc. Provides support to clients by resolving simple to moderate system problems
- Provides operational readiness through daily monitoring, maintenance, and support of critical company systems and service providers, supporting multiple lines of business and Payments Systems
- Resolves service requests and provides 1st and 2nd level help desk issues
- Administers system change control and maintains system access in test and production environments by adhering to policies/procedures and documenting all changes
- Acts as a liaison and escalation point between internal clients, service providers and Information Technology. Notifies and prepares end-users clients for system outages, releases, and enhancements
- Accepts assignments from manager and creates task plan. Tracks and reports on progress as requested
- Call and incident Management
- Respond to service calls and resolve incidents to ensure SLA targets are achieved
Line Service Desk Analyst
01/2009
-
07/2015
Dallas, TX
- Increase the First Time Fix rate
- Adhere to escalation procedures
- Assist with technical escalations for other team members
- Monitor call queue and follow up with specialist support teams for resolution
- Adhere to customer and Computacenter Security Policies
- Fault Management - In depth Call and incident Management – Customer facing
- Escalations – Ensure the right technical level input is provided for all assigned escalations
- Mentoring - Provide mentoring to 2nd line analysts to ensure an increase in technical skills
Line IT Service Desk Analyst
07/2002
-
10/2008
Phoenix, AZ
- Service Integration – Provide technical leadership in the implementation/take on of new customers and services
- Service Design – Support the Operational and Design Architects provide a customer design that meets customer and Computacenter requirements
- Changes – Manage and implement all Non Standard and Standard Technical requests
- Pro Active – Provide technical leadership in all pro active tasks, identifying gaps and providing solutions that meet Computacenter and customer expectations
- Tooling – Integrating Computacenter tools into customer environments
- Establishing a good working relationship with the business and 3rd party’s
- Incorporate consumers’ behavior and sensitivity into line increase/decrease actions to satisfy card members’ revolving and spending needs
- Explore and evaluate new data sources and techniques to enhance decision
Education
American InterContinental University - Houston Campus
1997 - 2001
Engineer's Degree in Business
Professional Skills
- Experience demonstrating excellent scripting skills including Powershell and VB
- Good interpersonal skills, basic literacy and numeracy skills
- Outstanding customer service skills, able to communicate effectively with a wide variety of people in a professional manner
- Excellent organisational skills, able to take a methodical approach to service issues
- Good interpersonal skills, able to communicate effectively with staff and management alike
- Experience in a 2nd Line Support capacity, with demonstrable experience of resolving incidents for multiple customers
- In depth experience in a 3nd Line Support capacity, with demonstrable experience of resolving incidents in complex environments
How to write Line Analyst Resume
Line Analyst role is responsible for customer, listen, technical, integration, finance, training, security, reporting, manufacturing, design.
To write great resume for line analyst job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Line Analyst Resume
The section contact information is important in your line analyst 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 Line Analyst Resume
The section work experience is an essential part of your line analyst 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 line analyst responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular line analyst position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Line Analyst resume experience can include:
- Good interpersonal and Customer facing skills at varying levels of technical understanding
- Familiarity with project management skills. Unwavering attention to detail and deadlines
- Good working knowledge of any of the following programming languages
- Previous experience practiced in EUC management including image preparation and deployment, application packaging and delivery and audit reporting and control
- Experience of using Microsoft packages such as Microsoft Office (365), Windows 7 and 10
- Experience of dealing with customers in a similar phone-based environment
Education on a Line Analyst Resume
Make sure to make education a priority on your line analyst resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your line analyst 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 Line Analyst Resume
When listing skills on your line analyst 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 line analyst skills:
- Effective keyboard skills
- Experience in a 2nd Line Support, with demonstrable experience of resolving incidents for multiple customers
- To escalate alert / call to resolution Customer care skills – ability to listen to and understand the customer’s needs
- Proven experience in IT Service environment
- Keep skills up to date with IT industry standards as appropriate to the role
- Routine administrative skills
List of Typical Experience For a Line Analyst Resume
1
Experience For Line Service Desk Analyst Resume
- Conducting Event Driven Reviews (“EDRs”) for all GM/CF & WM (includes Private Bank & Private Client Services) client accounts that are referred to AML Compliance by the Client Onboarding function
- Contribute toward the development of the budget/forecast, implement controls designed to maintain compliance with the Federal Reserve System’s cost accounting requirements, and act as a trusted financial partner
- Provide customer service to internal and external customers to ensure consistent experience
- Experience of BMC Remedy would be beneficial
- Experience of ServiceNow would be beneficial
- Previous experience in a customer service environment would be beneficial
- Demonstrates customer service abilities
- Demonstrates awareness of health and safety at work
2
Experience For Wintel Third Line Analyst Resume
- Excellent Knowledge of Active Directory
- Demonstrates the ability to absorb and apply technical information
- Previous experience in Service Desk operations in a multi-site, nationwide service environment
- Previous experience in an IT Service Desk operation within a multi-site, nationwide service environment
- Previous experience on a Service Desk
- Experience Manage, Maintain, Configure & Trouble Shoot of large enterprise environments
3
Experience For Line IT Service Desk Analyst Resume
- Experience of Remedy
- Working knowledge and application of cost accounting, budgeting, forecasting, and financial control principals, policies and procedures
- Synthesize data into insightful, value added information so sound decisions can be derived. Be able to articulate a clear and efficient story from the analysis
- Identify and assist in the implementation of operational improvements and business process re-engineering strategies to enhance department performance, manage risk, and benchmark to industry best practices
- Assist in establishing and monitoring internal control processes. Proficiency in working with different platforms to retrieve data via the utilization of various databases to produce and analyze variance reporting
4
Experience For Senior nd Line Analyst Resume
- To communicate with the customers demonstrating high levels of professionalism
- Coordinate small teams delivering basic work packages in line with company process to meet business and customer requirements
- To maintain regular contact with the customer throughout
- Proactively log incidents and/or changes (and provide CAB representation) to carry out remedial work or preventative maintenance
- Maintain all administrative documentation as requested
- Act as a mentor for other team members or support groups
- Provide support for new business and acceptance into service for SCCM
5
Experience For AFC Divisional Business Line KYC Analyst Resume
- Liaison with Service Management, Microsoft, ISM
- Access management – access control / site access
- Server Reboots / Visual checks
- Floor walks to identify server alerts & LED's
- Management of deliveries and collections as per Data Centre policy
- Equipment Inspection (request to inspect external conditions on a server or device such as display lights, visual status, or trace and check cables to ensure cable is plugged in and reseat if possible)
6
Experience For Associate Line Analyst Resume
- Ad hoc Patching (request to carry out ad hoc patching using pre-provisioned cables, installation and connection of patch leads)
- Command Entry (request to enter specific commands on server or device)
- Undertake ad hoc activities as directed by the Data Centre Management tiers
- Perform a range of technical work activities either remotely or at customer site to meet business and customer requirements
- Document and report on work completed to ensure compliance with Company and Customer Procedures
7
Experience For IT Analyst Line Management Systems Resume
- Escalate issues in line with company processes to ensure customer demands are met
- Evaluate escalations and action appropriately to ensure customer demands are met
- Identify own development needs in line with business objectives
- Acts as a role model for colleagues with regards to technical and behavioural competencies
- Works under supervision. Uses minor discretion
8
Experience For First Line Analyst Resume
- Able to follow instructions and procedures
- Uses information systems, technology functions and applications in line with IT industry standards as appropriate to the role
- To ensure all new customer incidents and requests are logged or responded to promptly within the contractual SLA
- To ensure high level of customer service is provided at all times to all customers and users
- To own and monitor the progress for each customer ticket and ensure that the customer or user is kept fully updated throughout its lifecycle
- Knowledge of call management systems
- Able to digest data, analyse issues, devise and execute action plans as appropriate
9
Experience For In-line Inspection Data Analyst Resume
- Define, Amend and maintain the Access Policy
- Provide audit data where required
- Undertake other ad hoc activities as directed by the Data Centre Management tiers
- Create and maintain knowledge articles on internal knowledge base. Communicating amendments and using initiative to develop knowledge communication within the team
- Perform a complex range of technical work activities either remotely or at customer site to meet business and customer requirements
10
Experience For Product Line Operations Senior Analyst Resume
- Provide Technical Leadership in own specific area of expertise
- Document and reports on work completed to ensure compliance with Company and Customer Procedures
- Contribute to the development of technical procedures and standards to meet business and customer requirements
- Able to communicate on complex issues to meet business and customer requirements to avoid escalations
- Evaluate escalations and resolve appropriately to ensure customer demands are met
- Demonstrable 2nd Line experience of supporting & applying complex technical solutions across Windows 7 & 10 & associated Microsoft technologies. In depth knowledge of user profiles, remote connectivity, AD, DNS & DHCP is required. Powershell & scripting skills an advantage
- Solid understanding of IT related hardware, primarily but not limited to desktops, laptops, tablets and inclusive of internal components
List of Typical Skills For a Line Analyst Resume
1
Skills For Line Service Desk Analyst Resume
- Good working knowledge of operating systems
- Previous experience working within a customer-focused environment is essential
- Demonstrable experience in providing onsite Data Centre Operational services
- Experience in resolving technical issues (hardware/desktop/mobile devices or software)
- Experience of working in a NOC environment
- Demonstrable experience of IT support environments within server/networking
- Good understanding of service calls and Call management systems or Helpdesk equivalent
2
Skills For Wintel Third Line Analyst Resume
- Demonstrable experience and knowledge of IT support environments within server/networking
- Good working knowledge of current software packages
- Good understanding of IT infrastructure, with particular server knowledge
- Previous experience within a technical service support/ServiceDesk environment including first time resolution
- Previous experience within a technical ServiceDesk environment including first time resolution
- Experience working with limited supervison
- Good time keeping (Scheduled Adherence)
- WMI Scripting experience
3
Skills For Line IT Service Desk Analyst Resume
- Good working knowledge of SQL Server 2008 or other SQL Server versions, would be highly beneficial
- No relevant experience is required at this level; however we would expect a basic understanding of PC usage
- Experience of working in a Technical IT Support Role
- VB Scripting experience
- Experience in the service provider marketplace
- AS/400 operator experience and ability
- Excellent time management – able to work on own initiative. Ability to work within a pressurised environment
4
Skills For Senior nd Line Analyst Resume
- Good knowledge of IT Platforms, equipment, and applications (e.g. PC Architecture, Lan Fundamentals),
- Experience in rack builds and de-commissions
- Good communication and the ability to empathise with schools staff at all levels
- Ensure the effective assignment and escalation of incidents to other areas of the Service Area
- Prioritise, manage and perform under pressure to meet SLA’s
- The ability to build up a good rapport with schools staff at all level
- Working closely with Release & Deployment, ensuring files are whitelisted
- Using SCOM to monitor SCCM
- Understanding of SLA’s & KPI’s
5
Skills For AFC Divisional Business Line KYC Analyst Resume
- Operating System Registry Hives
- Acting as the first point of contact for support calls
- Working to SLA’s and deadlines
- Working on a shift system in a 24 x 7 x 365 operation
- Following security processes in line with company processes and regulations
6
Skills For Associate Line Analyst Resume
- Taking ownership and action of SCCM support incident and problems logged via Remedy
- Familiarity with creating & using Powershell scripts to simplify repetitive tasks
- To deliver outstanding service by understanding users IT and business needs
- Flexible working approach due to working hours
- Respond to major incidents making sure that they are logged and progressed including communication
- Resolve incidents in the server environment/operating systems used by the customer
7
Skills For IT Analyst Line Management Systems Resume
- One or more professional qualifications from leading solution providers: Microsoft, Cisco, Citrix, VMware, Oracle, etc
- One or more professional qualifications from leading solution providers: Microsoft, Citrix, ITIL or SDI would be desirable
- Position in a leading global healthcare company
- Innovative and flexible working environment
- Windows Desktop operating systems,
- Direct break/fix and troubleshooting support for SCCM topologies
- Microsoft Windows 7/8/10 operating systems and respective component support
- Windows Server 2008+ operating systems and respective component support
8
Skills For First Line Analyst Resume
- Application and Device Whitelisting
- Support of desktop applications including MS Office suite
- Deliver and support a framework of best practice, housekeeping and maintenance for the SCCM toolset across multiple versions and environments (2007+)
- Assistance with customer on boarding activities
- Power Cycling (request to power reset a server or device)
9
Skills For In-line Inspection Data Analyst Resume
- To provide fault diagnosis, call vetting and to increase first time fix rate and to support desktop support
- To proactively monitor, review and chase outstanding tickets
- Detailed and methodical approach to problem solving
- Toolset management and maintenance, including User Groups and Device Types
- Set permissions, controlling Endpoint Groups
- Assistance with customer on-boarding activities
- Customer request and incident management using the company Remedy system
- Relevant technical qualifications such as
10
Skills For Product Line Operations Senior Analyst Resume
- Windows 10 /Server 2012 and above
- SCCM technical design and implementation
- To provide 1st line support as a member of the Schools Service Desk team and to pro-actively log/update contacts made to our Service Desk using the company database or other media as required
- To provide support on a range of software and technical issues to our customers using the telephone, email and remote access tools
- To attempt resolution or escalate to 2nd line support
- Top Workplace in Northeast Ohio. Five years in a row we’ve received this recognition!
- On-site wellness center and massage. Enjoy personal trainers, towel service, locker room, weight room, elliptical machines, and a variety of classes!
List of Typical Responsibilities For a Line Analyst Resume
1
Responsibilities For Line Service Desk Analyst Resume
- Attain and maintain accreditations as appropriate to the role
- 3rd Line Support: acting as 3rd line of support for applications in Production; managing a queue of problems, investigating root cause and providing permanent fixes to recurring or potential future issues through code
- Very good analytical skills and a proactive desire to investigate root cause and manage continuous review and improvement of a suite of applications
- ITIL Practitioner or Foundation certified - Advanced Level Qualification 3 Desirable
- Knowledge of Microsoft MCSA, Cisco CCAA, Citrix CCENT, Symantec SCS, Service Now CSA desirable
2
Responsibilities For Wintel Third Line Analyst Resume
- ITIL Practitioner or Foundation certified - Desirable
- IIS 5.0/6.0, ISA 2006, Forefront Unified Access Gateway 2010
- Virtualisation (VMware or Hyper V)
- Microsoft SCCM support (2007+)
- SCCM database backup and restore procedures
- Lumension or similar Endpoint Security Device Control Technologies
- Windows 10 Desktop Environment
- Data Analytics – both interpretation and presentation
- Awareness and use of Security practices
3
Responsibilities For Line IT Service Desk Analyst Resume
- Awareness and use of Risk Management
- Exposure to Virtualisation technologies
- Security related qualifications (e.g. CISSP, CISM)
- Quality scores for Verint Evaluations
- To provide centralised advice and support to customer inline with contractual arrangements
4
Responsibilities For Senior nd Line Analyst Resume
- Provide single point of contact for contract users
- Develop and maintain rapport with end users
- Able to differentiate between numerous customer applications
- Positive, enthusiastic and supportive
- Take ownership of requests and resolutions
5
Responsibilities For AFC Divisional Business Line KYC Analyst Resume
- Media Management activities
- Asset Management activities
- Knowledge if ITIL processes
- Experience in a similar role, preferable in a Managed Services Environment working to SLA’s (similar/equivalent qualifications would be considered)
- Microsoft certification desirable
6
Responsibilities For Associate Line Analyst Resume
- Awareness of ITIL framework
- Log service Incidents and provide first line resolution to the business wherever possible
- Maintain responsibility for the end-to-end lifecycle of a service desk call from initial receipt through to resolution and closure
- Resolutions per day = 20 Tasks
- Scheduled Task management
- Be able to talk and type
- Minimal 6 months IT Support knowledge-Microsoft products, Word, Excel and Outlook
7
Responsibilities For IT Analyst Line Management Systems Resume
- Keep up to date with the latest technological advances
- Travel to schools throughout Worcestershire when required
- Technical knowledge of Cisco, Juniper, firewalls
- Relevant technical qualifications, i.e. CCNP networks
- Work in a team or on your own as required
- Take ownership of, and progress alerts / calls to resolution, within technical requirement for the role or, to escalate alert / call to resolution Customer care skills – ability to listen to and understand the customer’s needs
8
Responsibilities For First Line Analyst Resume
- Proactive management of customer service requests and incidents through to a satisfactory conclusion on call management system, providing customers with updates on call status and resolution progress
- Escalate potential service issues initially to designated escalation contact
- Ensure internal and contractual SLA is maintained
- Understand and ensure all Customer, Data Center and Computacenter procedures and directives are adhered to
- Carry out regular admin tasks such as tape backups, server checks etc., as required by external and internal customers
9
Responsibilities For In-line Inspection Data Analyst Resume
- Production of reports, shift handovers, notable event logs, and other reports as required
- A broad technical knowledge of Server environments, particularly Windows Server, Active Directory, Antivirus (Sophos, Symantec, MacAfee), Exchange and Outlook
- Work on own initiative, address and resolve problems in a pressurised environment
- Contributes to, supports and works within the team
- MCP in AD, Windows Server and ideally XP Pro
- Technical knowledge of Citrix or VMware
10
Responsibilities For Product Line Operations Senior Analyst Resume
- A software technical qualifications, i.e. MCP, MCSE, CNA, CNE
- Independently solve practical problems and deal with a variety of concrete variables in situations where only limited standards exist
- WSUS SCCM integration
- SC clearance required
- Wyse Device Manager
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