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Customer Systems Support Analyst Resume Example

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CUSTOMER SYSTEMS SUPPORT ANALYST
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. 
Professional Highlights
  • Attained an average of over 95% in the quality of calls and support provided at Amerisourcebergen
  • Attained an award at Amerisourcebergen for being resourceful associate, who is always willing to share knowledge
  • Received recognition from leaders as a hardworking associate who goes at lengths to ensure that the stake holders are satisfied and the SLA's are met 
  • Effectively diagnosed and resolved more than 90% of the calls, escalated tickets and cases at the service desk
Work Experience
Customer Systems Support AnalystJan 2014 to Current
Company Name － City, State
  • 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.
  • 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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Communications Repair TechnicianOct 2013 to Mar 2014
Company Name － City, State
  • Diagnosing and fixing communication receivers such as Comcast, Cisco and Verizon Units.
  • Reading schematics and testing units down to the component level.
  • Analyzing and recording the repairs done on the units.
  • Running diagnostic software on the units to determine individual problems.
  • Replacing components such as capacitors and malfunctioning unit outputs such HDMI outputs.
  • Performing both surface and through hole soldering on units.
Desktop Support AnalystJan 2010 to Dec 2015
Company Name － 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
Bachelor of Science, Information Systems Management2013Wilmington University － City, State, USA
2017ITIL Foundation (Information Technology Infrastructure Library)
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
  • Communications Repair Technician
  • Desktop Support Analyst

Degrees

  • Bachelor of Science , Information Systems Management 2013
    2017

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