it user support analyst resume example with 13+ years of experience

(555) 432-1000,
, , 100 Montgomery St. 10th Floor

Personable and dedicated Customer Service Representative with extensive experience in IT industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Interested in expanding my knowledge and skill set.

  • Resolving Problems and Incidents
  • Defect Analysis and Resolution
  • Help Desk Support
  • Collaborative Team Player
  • Interpersonal Skills
  • Account Administration
  • Issue and Resolution Tracking
  • Training Materials Development
  • Verbal and Written Communication
  • Computer Diagnostics
  • Customer Service Support
  • Troubleshooting Network Issues
  • System Performance Assessment
  • Documentation Development
  • Microsoft Windows and Office
  • Hardware and Software Repair
  • Technical Troubleshooting
  • VoIP Installation
  • Component Replacement
  • User Training
  • Remote Technical Support
Education and Training
Concord University Athens, WV Expected in 05/2006 Bachelor of Science : Computer Information Systems - GPA :
Continental - IT User Support Analyst
Philadelphia, PA, 11/2021 - Current
  • Created online documentation to help employees resolve day-to-day issues.
  • Provided appropriate permissions to users for accessing files and databases.
  • Configured, monitored and maintained email applications or virus protection software.
  • Managed, troubleshot, backed up and restored data, operating systems, files, documents and drivers to provide comprehensive systems management and support.
  • Kept flexible schedule and resolved after-hours and weekend emergencies quickly and accurately.
  • Trained and directed users on correct use of software and hardware within systems.
  • Designed, configured and tested computer hardware and operating system software.
  • Performed data backups and disaster recovery operations.
  • Kept systems operating efficiently by performing necessary upgrades and repairs.
  • Handled password resets, software updates and backup issues promptly, escalating critical problems to appropriate resources.
  • Set up, installed and configured servers, equipment and workstations.
  • Regularly maintained, updated and upgraded software and hardware to maximize uptime.
  • Monitored server event logs to identify and resolve performance and security issues.
  • Updated software versions with patches and new installations to close security loopholes and protect users.
  • Documented user information, issue details and solutions on service tickets and closed tickets upon resolution.
  • Backed up data to prepare for disaster recovery and allow for data restoration.
  • Documented customer interactions and contact information into company database.
  • Utilized enterprise desktop management tools to remotely assist others and deploy software.
  • Documented internal processes and support procedures and compiled information into manuals for use in new hire training.
  • Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
  • Resolved technical issues identifying solutions and providing technical support by phone, email and desktop sharing.
  • Responded to user inquiries about hardware and software, explaining features and resolving questions.
  • Disassembled computer systems to troubleshoot and resolve hardware issues.
  • Assessed end-user needs to implement new or modify existing software and systems to achieve IT objectives.
  • Gathered information from end-users to troubleshoot, diagnosing hardware and software issues.
  • Collaborated with internal business partners to determine problem-solving strategies and maintain caller satisfaction.
City Of Boston, Ma - IT Specialist
Boston, MA, 10/2011 - 10/2021
  • Served as first point of contact for incoming technical service calls and emails.
  • Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.
  • Developed training materials and procedures or trained users in proper use of hardware or software.
  • Maintained positive working relationship with fellow staff and management.
  • Conferred with staff, users and management to establish requirements for new systems or modifications.
  • Performed variety of clerical and administrative duties pertaining to on-site support.
  • Set up equipment for employee use, performing or properly installing cables, operating systems or software.
  • Installed and performed minor repairs to hardware, software or peripheral equipment.
  • Created online documentation to help employees resolve day-to-day issues.
  • Installed security software to protect networks.
  • Managed, troubleshot, backed up and restored data, operating systems, files, documents and drivers to provide comprehensive systems management and support.
  • Performed preventive maintenance and upgraded systems to improve network, system and data availability and integrity.
Integrated Resources - Computer Instructor
City, STATE, 11/2009 - 10/2011
  • Developed written instructions and handouts to supplement course lectures.
  • Crafted educational, straightforward and visually appealing slideshow presentations to guide lectures.
  • Set up and maintained classroom computers and equipment.
  • Planned and prepared lectures and lessons covering areas of information technology such as Basic Computer Use and email.
  • Provided instruction on professional technology use and web etiquette.
  • Evaluated and adjusted course curriculum based on student overall performance and assessments.
  • Created and distributed course syllabus to share course outline with students.
  • Oversaw technology budget by managing resources and suggesting purchases for updated and competitive educational experiences.
  • Instructed students on use of technology tools and equipment as well as methods for accessing information.

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Resume Overview

School Attended

  • Concord University

Job Titles Held:

  • IT User Support Analyst
  • IT Specialist
  • Computer Instructor


  • Bachelor of Science

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