Service Support Analyst Resume Sample
Randy Leffler
526 Brown Squares,
Boston,
MA
+1 (555) 908 7927
Work Experience
Senior Client Service Support Analyst
09/2016
-
PRESENT
Phoenix, AZ
- Administrate service maintenance tasks of all types carried out by field services work force using relevant databases and applications to ensure up-to-date data for all customers at all times
- Proactively act to understand and solve customer needs and identify solutions to non-standard tasks/queries
- Constant copperation with sales, service and PQ product departments in order to acquire and maintain an extensive knowledge of the internal workings of these departments and their processes
- Instigate regular meetings with field service and sales in order to establish and verify the status of customer contracting process
- Gain deep understating on the distributed product portfolio and related services with the clear understanding of the impact it has on the customer
- Able to detect and escalate problem or error with data that he/she is responsible for
- Acts as a liaison between the end user community and the Infrastructure team during outages and maintenance windows
- Work with Citi’s Operations Teams to
- HTML / Internet / Connectivity
Service Support Analyst
11/2010
-
05/2016
New York, NY
- Knowledge of Prime Brokerage is essential
- Technical skills in UNIX, Oracle & web based technologies
- Familiarity with file transmission protocols and an understanding of network. firewalls and proxies
- Previous experience working in a prime brokerage environment is essential
- Client Support experience
- Helpdesk/call center experience
- Oversee daily CORE and Config production and testing (VCMS) jobs, manually processing CORE and Config global exception requests
- Actively participate in the encryption keys processing and distribution
- Manage the change control process utilizing the internal change management system, Viper
Client Service / Support Analyst
06/2004
-
06/2010
Phoenix, AZ
- Work closely with internal stakeholders throughout the company to accomplish group goals
- Prepare and generate courier package information and ensure that mail pick up schedules are adhered to
- Responsible for updating databases and manually executing jobs for the Card Recovery Bulletin (CRB) service
- Responsible for responding to customer questions/queries relative to the supported services
- Self-starter, able to work as part of the team
- Able to be effective in a high-paced environment and multi-task while staying focused on deliverables
- Strong problem solving skills, attention to detail, flexibility, and interpersonal skills
- Demonstrate commitment to upholding and representing Terex’s diversity, equal opportunity and inclusion policies/agenda in all business and client dealings
Education
Indiana Wesleyan University - Dayton Education Center
1999 - 2004
Bachelor's Degree in Management
Professional Skills
- Basic troubleshooting skills on desktops, laptops, printers
- Key technical knowledge and skills
- Leveraging business and product knowledge to ensure all active support items are appropriately prioritised and communicated
- Some experience working in Service Desk ticketing systems
- Experience working within an IT Service Desk function and with the associated tooling
- Call logging, prioritisation and categorisation in the Service Desk ticketing system
- Demonstrated ability to provide world class customer service and help our customers become “raving fans” of Dealer.com
How to write Service Support Analyst Resume
Service Support Analyst role is responsible for reliability, organization, mainframe, training, reporting, research, travel, software, basic, drive.
To write great resume for service support analyst job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Service Support Analyst Resume
The section contact information is important in your service support 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 Service Support Analyst Resume
The section work experience is an essential part of your service support 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 service support 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 service support analyst position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Service Support Analyst resume experience can include:
- Good analytical skills to manage databases of customer data with high reliability
- Excellent Communication and Interpersonal Skills (Written and Verbal
- Microsoft Office skills (Word, Excel, Outlook, PowerPoint, Internet Explorer)
- Technical troubleshooting and root casue identification for effective incident resolution
- Able to be effective in a high-paced environment and multi-task while staying focused on deliverables and deadlines
- Technical troubleshooting and root cause identification for effective incident resolution
Education on a Service Support Analyst Resume
Make sure to make education a priority on your service support analyst resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your service support 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 Service Support Analyst Resume
When listing skills on your service support 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 service support analyst skills:
- Execute effectively in a high-paced environment and multi-task, while staying focused on deliverables and deadlines
- Has experience anticipating the impact of IT Incidents, events and change by understanding business process relationship to underpinning technology
- Call logging, prioritisation and categorisation in the ITSM ticketing system
- Experience with one or more of the following (not required)
- Some experience providing remote support over the phone
- Experience in writing technical documentation, IT procedures and user guides
List of Typical Experience For a Service Support Analyst Resume
1
Experience For Field Service Support Analyst Resume
- Professional presentation skills with an ability to communicate effectively at all levels of the business, with both technical and non-technical people
- A logical and innovative thinker with strong analytical and problem solving skills
- Understanding and experience of the Project Life Cycle, Release Management and Service Transition procedures
- Proven success in driving high satisfaction externally
- Travel Industry Experience with high competency in Traveler Servicing (e.g. how tickets are issued, common product symptoms)
- A good understanding of business impact related to application outage
- Some practical experience using SQL and Unix would be desirable, but not essential
- Self-sufficient with a proven ability to set and meet deadlines
2
Experience For Client Service / Support Analyst Resume
- Assess impact and prioritise workloads and actions accordingly
- Providing support of meeting room technology
- Ensuring the ticket queue is a true reflection of the current workload
- Learn quickly, understand and interpret key product or program symptoms applying logical diagnostics in a variety of contexts
- Act as a point of escalation for Wath-Upon-Derne based users, taking ownership of received escalations
- User training on the varied IT Services (when required)
- Act as a point of escalation for Luton and Hatfield based users, taking ownership of received escalations
- Act as a point of escalation for Salford based users, taking ownership of received escalations
3
Experience For Client Service Support Analyst Resume
- Oversee daily test and production environment job execution and databases for Authorization and Clearing & Settlement; and manually process exception requests
- Responsible for ensuring best practices are followed and that no audit findings and/or observations are identified
- Responsible for responding to customer questions/queries relative to our supported services
- Proficiency in troubleshooting software systems and applications
- Telephone, remote and on-site (‘at desk’) user support
- Incident management (timely resolution or escalation, follow-up, user communication)
- Request fulfilment (standard and some non-standard requests)
- Software deployment (automated and manual)
4
Experience For Cybersecurity Service Support Analyst Resume
- Support GE Healthcare service staff member in all related administrative tasks
- PO and TPV Management
- ART, EHS and other admin tasks for FE
- Responsible for oversight of Incident, Request and Change management processes across the Payments as a Service support community
- Perform Problem Manager role for “Payments as a Service”, chairing regular reviews with members of other support teams to ensure process adherence, data quality and correct prioritisation
- Advocate of ITSM best practices across the support community, including process adherence, tooling best practices and information quality in tickets and reports
- Collect, analyse, produce and present service reporting, for review by both clients (via Customer Service Manager) and internal IT stakeholders
- Key contributor and occasional chair of internal facing service review, where service reporting is reviewed with the wider support community to identify focus areas
5
Experience For Senior Client Service Support Analyst Resume
- Play a lead role in the coordination and supervision of Knowledge Management, Continual Service Improvement, DR and Capacity Management processes for “Payments as a Service”
- Play a lead role in the Continual Service Improvement process for “Payments as a Service”, collaborating with other teams to collect, review and prioritise potential improvements, ready for sponsorship by Senior Management
- Passionate about Continual Service Improvement and Knowledge Management, as a means to improve the customer experience and become less reliant on single points of failure
- Proficient in getting things done in large organisations – understanding of where to use processes and comfortable building a network of relationships across the support and business community
- Be able to work across countries, regions and time zones with a broad range of cultures and technical capabilities
- A team player with an ability to positively motivate self and others - able to create a strong impression and instil confidence both within the business and within IT itself
- Drive a positive experience and Net Promoter Score via strong service provision, expertise and follow up representing the Global Business Travel brand externally
- Promote and implement best practices across the teams
6
Experience For IT Service & Support Analyst, Level Resume
- Broad knowledge of all products GBT sells including both reseller (e.g. OBT) and proprietary products (e.g. Expert Auditor) as well as the back office process and product set
- Strong relationship management skills with the demonstrated ability to drive strong brand advocacy within an external organization
- Identification and implementation of improvements to procedures that are specific to the Wath-Upon-Derne team
- Knowledge of customer needs and service levels
- Work on your own and as a team
- Document processes and resolutions
7
Experience For IT Service & Support Analyst Level Resume
- Develop extensive knowledge of DDC products
- Learn and utilize DDC support tools, processes and procedures
- Develop segmentation analysis, customer profiles and customer dashboards to current and prospective customers, specific to our entire product line
- Collaboratively work with colleagues across the Aerospace division to share and integrate insights from customer segments
- Provide all data/system administration and user support to Regional Managers and Division Sales Managers and CSSG
- Fluency in Italian and English (B2+ level or higher)
- Fluency in French and English (B2+ level or higher)
8
Experience For Special Asset Management Service Support Analyst Resume
- Fluency in Dutch and English (B2+ level or higher)
- Fluency in English and in other EMEA languages (B2+ level or higher)
- Great attitude and collaborative spirit
- Accepting constructive criticism and deal calmly and effectively with high-stress situations, this includes continuing to persevere and remaining calm in challenging or frustrating circumstances
- Previous experience in a similar role, ideally 3-4 years
- Provide rotational weekend and holiday work, and on call after business hours support
- Able to establish and document processes and follow protocol with repetition and accuracy
9
Experience For CIB Bacc-shared Service Support Analyst Resume
- Work closely with Clients, Client Management and all Global Banking functions to raise, lead and manage, coordinate and prioritise all onboarding requests on behalf of Global Banking and Markets coverage teams
- Work with Client Management and Coverage Bankers on coordination and prioritisation of all Client Due Diligence (CDD) requests on behalf of Global Banking and Markets coverage teams
- Coordination of cross border on-boarding requests from multiple jurisdictions, working closely with local CM including sharing information and providing guidance to other sites
- Strong understanding of and adherence to all regulatory requirements
- ITIL Qualified (Foundation)
- Loan hardware management
- RSA token users
List of Typical Skills For a Service Support Analyst Resume
1
Skills For Field Service Support Analyst Resume
- Experience with web portal based deployments, SQL and/or Oracle databases
- Experience of ITIL, agile practices and use of VSTS
- Experience in Customer Service, Sales Support or Back Office related field
- Strong English and Finnish capabilities
- Excellent client-centric written and verbal communication
2
Skills For Client Service / Support Analyst Resume
- Experience of request fulfilment and incident management within an ITIL-based organisation
- Substantial experience in desktop and mobile devices management and support
- Experience in asset management within the ITIL framework and associated CMDB tools
- Contribute to the continuous improvement of user experience
- Possessing the personal drive and commitment to implement innovative solutions
3
Skills For Client Service Support Analyst Resume
- Information / Data gathering sharing
- Perform initial investigation and diagnosis of incidents, before personally resolving or assigning to alternative team
- BlackBerry and Apple (iOS) mobile devices and supporting mobile device management platforms
- Citrix application publishing technology
- Part of the corporate team covering Wath-Upon-Derne
- Android and Apple (iOS) mobile devices and supporting mobile device management platforms
- In-depth knowledge and understanding of the ENGIE UK IT Service Management processes (based on ITIL)
- Basic understanding of ENGIE UK IT Project Management methodology (based on PRINCE2)
- Basic understanding of ENGIE internal control framework (INCOME)
4
Skills For Cybersecurity Service Support Analyst Resume
- Basic knowledge of imaging computers
- Manage support ticket workload across a number of customers, escalating issues where appropriate
- Microsoft Exchange through the use of a scripted interface (‘Provisioning Engine’)
- Self-starter, shows initiative and commitment to continuous improvement, challenging the assumed ‘normal’ practices
- Provide expertise for common issues resolving common issues in the first interaction
5
Skills For Senior Client Service Support Analyst Resume
- Act as triage and support for customer requests using knowledgebase articles
- Act as a point of contact for phone calls, email tickets assigned by the IT Service Desk and walk-ups from end-users regarding IT issues and queries
- Triage and resolve issues, working with both internal and external groups
- Provide product line research information to the regional managers, sales support, marketing, sales and the service centers (CSSG)
- Direct customer contact when filling in for Regional Sales Managers
- User training on the varied IT Services
- Oversee daily mainframe production and test job execution and databases for Authorization and Clearing & Settlement; manually process exception requests
- Manage the change control process utilizing the internal change management system
6
Skills For IT Service & Support Analyst, Level Resume
- Coordinate travel arrangements & training for FE
- Lead role in P1 Major Incidents (coordinated by Major Incident team), providing business process and product flow knowledge to aid resolution activities
- Part of the ENGIE UK IT Canary Wharf IT Support team
- Work closely with the ENGIE UK IT Applications team
- Work closely with the ENGIE UK IT Operations teams
- Engage with external partners (suppliers and other IT departments) as required
7
Skills For IT Service & Support Analyst Level Resume
- Engage with users and business representatives as required
- Provide backup to other members of the team when required
- Proficient in all recent Windows desktop versions: deployment, configuration, maintenance, software distribution (SCCM), patching (WSUS) and management – and associated technologies
- Active Directory concepts and key objects (users, computers and groups)
- Backup and restore administration and associated technologies
- Work closely with the ENGIE UK IT Operations and Network teams
- Work closely with the ENGIE UK SSC IT Service Desk
- RSA SecurID token administration console
8
Skills For Special Asset Management Service Support Analyst Resume
- Cisco IP phones administration and associated technologies
- Remote access (VPN) products (e.g. Cisco Any Connect)
- Participation in Event and Incident management
- Share necessary information through clear and concise communication, both technical and non-technical, analyze trends and
- Identify roadblocks to resolution
- Liaise with customers to respond to support tickets, provide resolution to issues, and to coordinate product updates within agreed service level targets
- Create SQL and Oracle Databases scripts to identify and correct data integrity issues in customer's data
- Troubleshoot issues in the product, database server, web server (IIS), and network
- In compliance with defined procedures, support configuration, updates to the visium AQD product in both test and live system environments
9
Skills For CIB Bacc-shared Service Support Analyst Resume
- Identify opportunities that can improve efficiency of business and technical processes
- Work closely with the product team in New Zealand
- Active Directory users and groups
- Cisco IP phone users
- File and folder user and group permission changes
- Business applications users and groups (e.g. finance applications)
- Act as the first interaction phone/chat analyst or email intake analyst for external client or internal partners on behalf of their client
10
Skills For CIB Bacc-pm Shared Service Support Analyst Resume
- Determine to resolve or route based on knowledgebase steps and or complexity
- Manage the resolution of incidents from the Service Desk and in compliance with SLAs
- To be available to Wath-Upon-Derne users as a point of escalation by taking ownership and escalating within the Team Leader, IT department or to suppliers as necessary
- Five year’s work experience in an office environment or related setting
- Thorough completion of tasks associated with Starters, Leavers and Movers at the required point in time
- Experience with ServiceNow or Remedy. Any ServiceNow “Super User” experience desirable (producing scheduled reports, managing dashboards, creating self-service forms, or similar)
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