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customer systems support analyst resume example with 11+ years of experience

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Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000, resumesample@example.com
Summary
Systems Analyst with an analytical mindset and natural problem solving abilities. Customer-focused with excellent communication skills to gather requirements, perform business analytics, and deliver cutting-edge solutions. Seeking a role that incorporates technical and leadership skill sets to drive business productivity and performance. Over five years as a Systems Support analyst. 
Work Experience
01/2014 to Current Customer Systems Support Analyst Belvedere Trading | New York, NY,
  • Provided technical support to all of AmerisourceBergen customers ranging from Walgreens Pharmacies to various Hospitals and privately owned Pharmacies.
  • Provided assistance and support for company's websites totaling up to 6 websites. 
  • Answered technical customer questions over the phone and helped troubleshoot and fix existing problems.
  • Remotely accessed customers' computers and provided training and support for company supported Web and Desktop applications.
  • Used SAP extensively to handle all product related problems that included but not limited to searching, ordering and invoice generation.
  • Installed authorized software on customer's computers and configured hardware to ensure that they work as requested by the customer.
  • Unlocked and Reset customers' Passwords for websites and other related applications.
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  • Escalated Issues as needed using Sales Force ticketing system to responsible parties and departments.
  • Documented using Sales Force; cases, requests, service events and escalations made during support calls and received emails.
  • Provided support for various handheld devices and tested new company devices, apps, software and websites to ensure that they are functional for the customer to use.
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01/2010 to 12/2015 Desktop Support Analyst Bee Computer Associates | City, STATE,
  • Installed, diagnosed, repaired, and upgraded computer systems and software.
  • Consulted, set-up, and maintained small business Windows LANs.
  • Built custom PCs with latest generation technology.
  • Installed and configured various peripherals: scanners, modems, UPS, printers etc.
  • Assessed customer needs and recommended appropriate products or solutions.
  • Replaced damaged components on circuit boards on different electronic gadgets.
  • Fixed and diagnosed other electronic gadgets to the component level.
  • Fixed and trouble shot small electronic gadgets such as cell phones and tablets.
  • Provided cellphone and tablet support for both Apple and Android gadgets.
  • Imaged computers and laptops using various imaging software. 
Education and Training
Expected in 2013 to to Bachelor of Science | Information Systems Management Wilmington University, New Castle, DE GPA:
Expected in 2017 to to | ITIL Foundation (Information Technology Infrastructure Library), , GPA:
Activities and Honors
  • Affiliate and active member of Python Software Foundation
  • Affiliate and member of Microsoft Dynamics 365, Information Technology and Services
Skills
  • Extensive SAP skills, both CRM and ECC
  • Sales software; salesforce.com 
  • Programming languages; intermediate skills in SQL and Python
  • Excellent PC skills; windows Vista, windows 7, 8 and 10
  • Excellent verbal and written communication skills
  • Excellent skills with Microsoft Word, Excel, Outlook and Access

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Resume Overview

School Attended

  • Wilmington University
  • ITIL Foundation (Information Technology Infrastructure Library)

Job Titles Held:

  • Customer Systems Support Analyst
  • Desktop Support Analyst

Degrees

  • Bachelor of Science

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