business analyst junior resume example

Experienced with Remedy ticketing system in order to identify, track and resolve issues.

Provided on-site support for clients troubleshooting a vast array of issues ranging from network, hardware, web applications, and software.

Provided remote assistance on a daily basis, containing an understanding for call precedence and recognizing time consuming situations that would lead outside of companies desired metrics and escalating to appropriate tier level for given situation.

Managed Active Directory accounts and administered applications by eliminating all account discrepancies preventing access to desired applications, resources, and networks.

Addressed and resolved basic incidents and requests; logged all incidents and requests; engaged other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.

Used the appropriate CTI categories for logging incidents and requests.

Created a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.

Ensured the end-to-end customer experience and provides a single point-of-contact for the customer.

Experienced with Remedy ticketing system in order to analyze, and coordinate resolutions to problems received in remedy; tracked and resolved issues utilizing SharePoint trouble ticketing

Performed appropriate access audits as prescribed by standardization security manager. 

Provided technical phone support to military personnel 

Troubleshot specialized classified and unclassified military network systems and software.

Oversee the daily performance of computer systems. 

Answer user inquiries regarding computer software or hardware operation to resolve problems.

Enter commands and observe system functioning to verify correct operations and detect errors.

Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.

Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.

Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.

Familiarity with port testers utilized to test LAN accessibility at client’s desks to determine full access to LAN due to 802.1X Network Access Control.