Technically-savvy Support Analyst with [Number] years of experience in [Industry]. Passionate about delivering superior customer service through product education and support. Known for conveying complex concepts to non-technical individuals in simple language.
Skills
Hardware Applications Web Languages
Windows
MS Office Suite
HTML
Mac
Active Directory
CSS
Printers
CA Unicenter
JavaScript
Network
Google G Sweet
Action Script 2.0/3.0
Routers
Citrix
PHP
Modems
RSA Secure Console
Avaya
Symantec PGP
Wysc Terminals
Mobile Iron
IPad
Service Now
IPod Touch
Kronos Mobile
Esker
RehabOptima
IP Address
Sales Logix
Bomgar
Remote Viewer
Configuration Manager
Active Directory, Clients, JavaScript, Networks, Sales, Troubleshoot
Avaya, Client, Kronos, Network, Scanners
Business management, Customer service, Mac, Cameras, Servers
Citrix, Electronics, Access, PHP, Script 2.0
CA, Phone support, MS Office Suite, Printers, Symantec
Hardware, HTML, Windows, Receiving, Technical support
CSS, IP, Modems, Routers, Phone
Experience
08/2015 to Current
IT Support Analyst College Success Foundation – Seattle, WA,
This position involves providing IT support for all hardware, network, applications and training to all of our employees throughout the company.
After users call in, I gather information from each user to determine their needs.
I provide client satisfaction through technical support and high-end customer service over the phone and through remote support.
Resolve all of the clients’ needs through over the phone support.
Act as a liaison between departments when any of our clients call in for support for needs that are out of my team’s access.
Remotely access clients’ machines to troubleshoot network connections and set up hardware accessories like printers, scanners, cameras and routers.
Answer incoming calls and emails from our clients, exceeding their expectations by ensuring system issues are addressed in a timely manner, thus enabling our clients to maintain productivity.
Provide follow-up communication to make sure they are no longer receiving any errors.
Provide phone support for all mobile devices, such as iPads and iPhones.
Walk the users through setting up the mobile devices to our secured network and test the device on the network and our servers making sure the user is getting emails and able to use secure company applications.
Provide remote demonstration of hardware and software with computers and other mobile devices to ensure that we meet our client’s expectations.
02/2014 to 08/2015
Service Desk AnalystGood Shepherd Hospice – Manorville, NY,
This position involved using my technical skills in order to assist our in-house clients and third-party remote users to develop and sustain productivity with proactive IT support for users’ hardware, networks, applications and training.
I would gather and translate the end users’ needs working directly with each client in order to provide the right IT solutions for their needs.
I maintained client satisfaction through providing our clients with high-class technical support both over the phone and face to face, showing how to interconnect mobile and non-mobile electronics.
Responsibilities:
1.
Responsible for caring for any of our clients’ needs when they call in to the service desk by resolving any of their needs over the phone or act as a liaison between departments.
2.
Granted/revoked access and reset passwords for multiple software applications and severs so users were able to maintain productivity.
3.
Answered incoming phone calls and emails from all our clients, meeting or exceeding their expectations by ensuring system issues are taken care of in a timely manner.
This enabled clients to maintain productivity as soon as possible.
4.
I was able to determine the errors that our end users were experiencing by gaining remote access into their systems.
I was then able to properly diagnose and repair their systems.
5.
Provide hands-on demonstrations of hardware and software with computers and other mobile devices to ensure that we meet our client’s expectations.
03/2008 to 02/2014
Computer/Portable Electronics LeadBest Buy – City, STATE,
This position involved me using my IT experience and business management skills to develop and sustain end-user productivity with proactive IT support.
This includes hardware, networks, applications and training.
By working directly with each client, I would gather and translate customers’ needs, wants and desires to provide the perfect IT solutions.
Education and Training
Expected in 2012
Associates Degree: Web Design The Art Institute of Philadelphia - Philadelphia, PA GPA: GPA: 3.4, Best of Quarter: E- Learning 2011
Best of Quarter: Interactive web design 2012
Expected in 2008
Bachelor of Sciences: Media Arts and Animation The Art Institute of Philadelphia - Philadelphia, PA GPA: GPA: 3.1
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