LiveCareer-Resume

analyst resume example with 3+ years of experience

Jessica
Claire
resumesample@example.com
(555) 432-1000,
, , 100 Montgomery St. 10th Floor
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Summary

Analytical writer with almost a decade of experience writing about numerous topics in a variety of formats. Excellent at finding answers to complicated questions by utilizing available resources both technical and human. All with a large focus on making complex technical processes more accessible for a variety of audiences.

Education and Training
University of Washington Seattle, WA Expected in 06/2021 Professional Technical Writing : - GPA :
Year Up! Seattle, WA, Expected in 02/2015 Technical Support : - GPA :

Year Up! is a leading one ­year career development program with 250 corporate partners around the country; the program includes college­ level courses, professional training, and a six-­month internship.

Earning 27 college credits towards an Introduction to Technical Support Certificate, in partnership with Bellevue College.

Skills
  • Audience adaptation
  • Troubleshooting
  • Data management
  • Content management expertise
  • Document library development
  • External team collaboration
  • Graphics creation
  • Critical thinking
  • Conflict resolution
  • Post-sales support
  • Product and service knowledge

Technical Knowledge:

  • Snag-It
  • Salesforce Administration
  • Docusign
  • Quip
  • Microsoft 365
  • Sharepoint
  • Google Docs
  • Canva
  • Adobe Suite
Certifications

Certificate in Professional Technical Writing

University of Washington

Issued Jun 2021

Introduction to Technical Support Certificate

Bellevue College

Issued Feb 2015

98-367: MTA: Security Fundamentals98-367: MTA: Security Fundamentals

Certiport

Issued Jul 2014

Credential ID 90057567

98-349: MTA:Windows Operating System Fundementals

Certiport

Issued May 2014

Credential ID 90052186

Experience
Amazon.Com, Inc. - Analyst
Milford, MA, 01/2021 - Current

Consulting at T-Mobile for Business for Salesforce Administration

  • Inspect and proofread documents to check accuracy.
  • Collaborate with specialists in other disciplines, including engineers, product management, instructional design and support in development of internal and external user manuals.
  • Promptly respond to requests for information while maintaining security.
  • Create technical documents and update them throughout document lifecycle.
  • Communicate with engineers, developers and management to identify and meet troubleshooting documentation needs.
  • Prepare style guidelines outlining standards to produce clear and on-target content.
  • Draft whitepapers, user manuals, implementation documentation and support base entries to reduce customer tickets and customer service expenses.
  • Work within the Salesforce platform to administer and maintain Tier II support for Salesforce and integrated systems such as Outreach, Zoominfo and Docusign.
Intapp - Client Support Engineer
Columbus, OH, 04/2019 - 01/2021
  • Provided Tier II Support for Fortune 500 companies, as well as Government and Non-Profit organizations utilizing Extrahop Systems.
  • Responded to support tickets within established timeframe to improve customer service.
  • Developed training materials, conducted webinars and authored wikis for user training and support use.
  • Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of Extrahop hardware.
  • Assisted in technical support process refinement to improve customer service and support.
  • Supported employees with advanced troubleshooting on helpdesk tickets regarding internal Extrahop Systems.
  • Provided secondary support to field engineers, helping to resolve escalated service calls by leveraging remote access tools, producing a faster resolution time for complex issues.
  • Worked with internal team to obtain in-depth understanding of products resulting in decreased resolution time.
  • Created user documentation for various materials and developed how-to guides and instruction manuals.
Peninsula Regional Medical Center - Client Support Technician
Berlin, MD, 09/2018 - 04/2019
  • Created new accounts, reset passwords and configured access to servers and file management software for users.
  • Utilized Salesforce as our primary ticketing system to assist in case tracking.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Assisted customers with various types of technical issues via email, live chat and telephone.
  • Maintained records, logs and lifecycle documentation of work requests.
  • Reviewed current hardware and software configurations and recommended modifications to increase system speed.
  • Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
  • Assisted online users via live chat, web conference and phone to resolve issues related to software and system use and access.
  • Wrote detailed troubleshooting steps for use and maintenance of Extrahop systems.

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Resume Overview

School Attended

  • University of Washington
  • Year Up!

Job Titles Held:

  • Analyst
  • Client Support Engineer
  • Client Support Technician

Degrees

  • Professional Technical Writing
  • Technical Support

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