it technical support analyst iii resume example with 5+ years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105(555) 432-1000, resumesample@example.com
Professional Summary
Friendly Technical Support Analyst skilled at rapidly defining client issues and quickly applying effective solutions. Specialization in fast paced, proactive reaction oriented environments. Gifted at handling issues ranging from minor software misconfigurations to catastrophic hardware failures. Committed to tracking full support ticket lifecycles to confirm successful resolutions.
Accomplishments
Promoted to Senior Analyst after 9 months of employment.
Named "Exceptional Team Member" and "Team Member of the Period" in 2015
Overhauled internal ITOC sharepoint site to reflect goal alignments - 2018
Skills
Remote technical support
125 WPM capable typist
Technical issue/data analysis
Oral and written technical communications
Windows
User account management
Customer service expert
Complaint resolution
Support ticketing systems
Hardware and Software Configuration
Virtualization technologies
Fast learner
Work History
04/2018 to CurrentIT Technical Support Analyst, IIIFedex | Rockford, IL,
Diagnosed software issues and applied troubleshooting techniques using functional knowledge of VMware vSphere 6.7 to provide first touch resolutions.
Applied knowledge of ITIL best practices to tackle new challenges and make educated decisions
Continuously looked at different ways to improve service by conducting thorough analysis on system performance in a 24/7 environment
Evaluated diverse organizational systems to identify workflow, communication and resource utilization issues
Collected, organized and modeled data using Splunk, Solarwinds, OpsView, DynaTrace, New Relic, and Pager Duty
Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from escalation teams
Assisted in design of Sharepoint masterpage and page layouts, serving the department as a main Sharepoint resource for technical complications
Performed functions as training instructor to bring new hires up to speed prior to going to their designated shift
05/2017 to 04/2018IT Service and Support Analyst, IIBowlero Corp | Grand Rapids, MI,
Documented all transaction and support interactions in ServiceNOW for future reference and addition to knowledge base
Analyzed transaction flow and customer issues to identify troubleshooting methods needed for quick remediation
Followed up with vendors/merchants to ensure optimal customer satisfaction following support engagement and problem resolution
Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions
Addressed partner service concerns and decided when to escalate problems to specialist team members.
Engaged in customer support interactions via telephone, chat and email platforms.
01/2015 to 07/2015Systems Technician IAventis Systems Inc. | City, STATE,
Set up Servers, PC and Apple desktops, laptops, and all types of mobile devices
Loaded software, granted permissions and configured hardware for new employees as part of onboarding process
Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution
Provided Tier 1 IT support to non-technical internal and external users through desk side support services
Enthusiastically participated in job-related training to enhance skills and extend expertise in Enterprise technology
Performed tests of functionality, security and performance of different workstations and devices
Selected electronics equipment, components or systems to meet functional specifications.
08/2013 to 05/2014IT Support InternWalton County School District | City, STATE,
Investigated and corrected problems with printers, copiers, projectors, AV, and other peripheral devices
Helped manage system-wide operating system and software deployments, as well as any related upgrade problems
Answered and triaged requests for assistance in order to provide top-notch support
Maintained regular contact with clients and identified opportunities to deliver added value to client relationships
Welcomed visitors to office, communicated arrival to team and managed visit expectations
Operated with high integrity, built trust, and earned sustained credibility with internal and external clientele
Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
Adhered to established policies, procedures and compliance
Education
Expected in 05/2014 to to High School Diploma | Walnut Grove High School, Walnut Grove, GA, GPA:
Activities: Future Business Leaders of America (2013-2014), National Student Leadership Conference (2013), Broadcasting and Video Production Pathway Completion (2014), IT Support Internship (2013-2014)
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