LiveCareer-Resume

application support analyst resume example with 16+ years of experience

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

Detail-oriented Support Analyst with extensive experience in ecommerce, retail and IT infrastructure. Troubleshoots highly technical, complex issues with ease and patience. Adaptable and Eager to learn expand knowledge base.

Skills
  • Application support
  • Remote Technical Support
  • Maintenance and troubleshooting
  • Account Administration
  • Problem Solving
  • End User Support
  • Active Listening
  • Attention to Detail
  • Friendly and Patient
  • Eagerness to Learn New Technologies
  • Verbal and Written Communication
Education
Quinnipiac University Hamden, CT Expected in 2012 BS Degree : Computer Information Systems - GPA :
Naugatuck Valley Community College Waterbury, CT Expected in 2010 Associates : Computer Science - GPA :
Work History
Enverus - Application Support Analyst
San Antonio, AK, 06/2019 - Current
  • Created and activated user accounts in multiple ecommerce related systems.
  • Aiding in troubleshooting and solving issues between systems related to ecommerce.
  • Performed audits of orders between systems to ensure all data has replicated accurately
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Provided Tier 2 IT support and guidance to non-technical internal users
  • Liaised with 3rd party support teams for multiple ecommerce and retail systems
  • Translated complex technical issues into digestible language for non-technical users.
  • Provided remote support to multiple Retail Outlets POS systems to ensure daily actions
Highmark Inc. - IT Infrastructure Analyst
Harmony, PA, 11/2018 - 05/2019
  • Provide onsite and remote IT support for local and remote users in a corporate environment.
  • Provide IT support for remote users in North American retail environments.
  • Coordinated with users to perform routine PC upgrades.
  • Answered, responded and recorded help desk tickets and calls.
  • Resolved Hardware and Software issues as they arose.
  • Configured new hardware (Laptop, Desktop, Workstation, Smartphone) for deployment.
  • Performed minor repairs to hardware and peripheral equipment.
  • Referred major hardware or software issues to vendors and technicians for service.
  • Work with Global helpdesk in order to receive SCCM reports regarding local hardware.
  • Terminated or disabled local Active Directory accounts as needed.
  • Replace older analog phones with newer POE phones.
  • Prepared documentation for new procedures and installations.
Orthocarolina - Help Desk Analyst
Concord, NC, 05/2011 - 08/2018
  • Provided onsite and remote IT support for local and remote users in a corporate environment.
  • Provided support for Global employees visiting US headquarters.
  • Collaborated with other Global RFS IT groups to provide a uniform IT environment for users.
  • Coordinated with users to perform routine PC upgrades.
  • Answered, responded and recorded help desk tickets and aided in reducing ticket resolution time.
  • Configured new hardware (Laptop, Desktop, Workstation, Smartphone) for deployment.
  • Prepared new accounts (AD, Office 365) for newly on-boarded employees and educated them on provided equipment and company policies.
  • Worked with Verizon to order new phone lines, new or replacement phones, international service or to troubleshoot issues
  • Performed minor repairs to hardware and peripheral equipment.
  • Referred major hardware or software issues to vendors and technicians for service.
  • Terminated or disabled Active Directory accounts as needed.
  • Allotted licenses and remote mailboxes in Office 365 admin portal as needed.
  • Prepared documentation for new procedures and installations.

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Resume Overview

School Attended

  • Quinnipiac University
  • Naugatuck Valley Community College

Job Titles Held:

  • Application Support Analyst
  • IT Infrastructure Analyst
  • Help Desk Analyst

Degrees

  • BS Degree
  • Associates

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