application specialist resume example with 20+ years of experience
JessicaClaire
, , 609 Johnson Ave., 49204, Tulsa, OK100 Montgomery St. 10th Floor
H: (555) 432-1000
C:
resumesample@example.com
Date of Birth:
India:
:
single:
:
Professional Summary
Articulate IT Specialist with 25-year record of finding effective solutions to technical issues through troubleshooting and issue analysis. Proudly certified in ITIL and A+ Certifications. Promotes dynamic skills in troubleshooting, analysis and customer service.
Skills
Application development
Complex problem-solving
Database optimization
Office 365 training
Technical Writing
Technical Analysis
Maintenance and Repair
Training and Development
MS Office
Client Communication
Desktop support
Technical issues analysis
Application support
Customer support
Technical Support
Teambuilding
Conflict Resolution
Work History
Application Specialist, 12/2021 - Current Ecolab Inc. – Schaumburg, IL,
Documented transactions and support interactions in system for future reference and addition to knowledge base.
Maximized use of hardware and software by training users and interpreting instructions.
Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
Managed customers' expectations of support and technology functionality in order to provide positive user experience.
Devised solutions to operations issues related to [System] and [Software], working closely via phone, email, live chat and web teleconference.
Installed and updated hardware, software and applications on Mac and PC devices.
Installed, modified and repaired software and hardware to resolve technical issues.
Performed tests of functionality, security and performance of different workstations and devices.
Logged support tickets and closed when issues were resolved.
Conducted in-depth product and issue resolution research to address customer concerns.
Provided customer support and technical support to [Number] customers daily.
Used ticketing systems to manage and process support actions and requests.
Identified and solved technical issues using variety of diagnostic tools and tactics.
Trained and supported end-users with software, hardware and network standards and use processes.
Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
MIS Specialist, 03/2006 - 03/2020 Geo Group Inc. – Shreveport, LA,
Analyzed architecture design, scoping, implementation, testing and deployment needs to define project requirements.
Oversaw development and implementation of improvements to support and network operations.
Reviewed and assessed architecture design, implementation, testing and deployment needs to identify project requirements and costs.
Delivered effective integrations of warehouse management system software applications to centrally manage tasks.
Liaised effectively with others to promote on-going network design, reevaluation and optimization that scaled with company growth.
Facilitated best user experience through continuous support, training classes, webinars, improvements and communication of system changes.
Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
Analyzed network security and current infrastructure to assess areas in need of improvement and develop solutions.
Guided implementation of company-wide enterprise security strategy for network and hardware, disaster recovery, data protection and endpoint protection.
Worked closely with management teams to plan, develop, coordinate and execute technical strategies aligned to client's vision, mission and purpose.
Led projects and analyzed data to identify opportunities for improvement.
Senior Help Desk Analyst, 10/1996 - 07/2003 Docgo Inc. – Mesa, AZ,
Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
Documented transactions and support interactions in system for future reference and addition to knowledge base.
Conducted in-depth product and issue resolution research to address customer concerns.
Resolved technical issues by troubleshooting.
Installed and updated hardware, software and applications on Mac and PC devices.
Trained and supported end-users with software, hardware and network standards and use processes.
Developed and tested new product offerings prior to release to assist development team in bug identification.
Managed customers' expectations of support and technology functionality in order to provide positive user experience.
Maximized use of hardware and software by training users and interpreting instructions.
Prepared references for users by writing clear operating instructions.
Logged support tickets and closed when issues were resolved.
Provided Tier 2 IT support to non-technical internal users through desk side support services.
Used ticketing systems to manage and process support actions and requests.
Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
Education
Associate of Science: Application Development, Expected in 10/1996 - MTI College - Sacramento, CA GPA: Status -
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