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senior tech support analyst resume example with 4+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
  • :
Professional Summary

Practiced troubleshooter with excellent diagnostics and repair abilities, strong attention to detail and methodical approach. Expert and users . Boosts system performance by thoroughly evaluating and correcting different hardware and software issues. Proficient Tech support Analyst thrives setting up and maintaining stations, training users and supporting pivotal process improvements to systems and software. Well-versed knowledge of up-to-date business practices, IT standards and government regulations. Self-motivated approach to monitoring and resolving troublesome IT issues. Expert collaboration with to continuously improve tools and resources. Competent Tech support Analyst. well-versed in assisting different types of users with diverse computer system, mobile device and peripheral equipment problems. Familiar with security standards and usability optimization. Effectively operates autonomously to troubleshoot and fix concerns. Experienced Tech Support Analyst with over years of experience in this industry . Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Consistently saved costs while increasing profits.

Skills
  • Technical issue analysis
  • Data recovery
  • Technical issues analysis
  • Remote Technical Support
  • Quality assurance
  • Technical documents comprehension
  • Business Development
  • Application installations
  • TCP/IP
  • Desktop support
  • Application support
  • Account management
  • Microsoft Office Specialist (MOS) Expert
Work History
Senior Tech Support Analyst, 01/2011 - 06/2012
Infosys Ltd Nashville, TN,
  • Boosted network, system and data availability and integrity through preventative maintenance and upgrades.
  • Worked on different application for the employees working in Australia for Quantas Airlines .
  • Application such as EQ,ACTIVE DIRECTORY,TALEO,GDP,HR ONLINE
  • Offered remote support for cloud-based and web-based clients via phone, email and chat.
  • Collected and monitored incoming data from sources such as remote sensors, third party vendors and visual inspection.
  • Monitored systems in operation and input commands to troubleshoot areas such as APPLICATION TO RUN QUANTAS AIRLINES IN AUSTRALIA.
  • Resolved issues with systems, hardware and telephones quickly and accurately.
  • Broke down and evaluated user problems on the priority and severity basis.
  • Consulted with sales personnel to answer customer questions with statistical analyses presented in easily digestible formats.
  • Performed quality assurance and quality control assessments of support ticket fulfillment.
  • Analyzed [Type] and [Type] issues to identify troubleshooting methods needed for quick remediation.
  • Helped streamline repair processes and update procedures for support action consistency.
Peoplesoft Admin, 04/2006 - 06/2007
Eapt Solutions (Client:Navisite Gurgaon) City, STATE,
  • Established and updated work schedules to account for changing staff levels and expected workloads.
  • Successfully juggled multiple projects simultaneously to aid executive leaders.
  • Adapted to workflow changes and implemented continuous process improvements to overcome obstacles.
  • Managed scheduling, travel arrangements, communications screening and other administrative support tasks for Admin personnel.
  • Managed payroll, transactions, invoicing and budgeting to decrease financial inconsistencies.
  • Conducted in-depth troubleshooting of application program problems and employee concerns and recommended corrective actions to resolve issues.
  • Collected, validated and distributed accurate and timely information to employees.
  • Devised and implemented improvements to reporting procedures to get a accurate outcome .
  • Maintained accurate, current and compliant financial records by monitoring and addressing variances.
  • Established positive working relationships with colleagues, manager and customers through regular communication and effective anticipation of needs.
Customer Care Executive, 07/2004 - 03/2006
Net Vision Cyber Tech PVT City, STATE,
  • Drove sales by educating customers about products and services.
  • Coordinated timely responses to online customer communication and researched complex issues.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Conferred with customers about concerns with products or services to resolve problems and drive sales.
  • Evaluated interactions between associates and customers to assess personnel performance and customer satisfaction.
  • Monitored phone and electronic database systems for incoming customer inquiries.
  • Kept accurate records of all customer interactions and transactions.
  • Reviewed and applied changes to customer account profiles in various applications .
  • Professionally answered N number of calls daily using our business name .
  • Built strong relationships with field operations team to support business development opportunities and improve service.
  • Defused customer concerns with exceptional conflict and problem resolution skills.
Education
Associate of Science: Bachelor of Computer Applications , Expected in 01/2007
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TNOU (Tamil Nadu Open University) - Chennai,
GPA:
Status -
Associate of Science: Master of Computer Applications , Expected in 01/2009
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Tamil Nadu Open University - Chennai,
GPA:
Status -

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Resume Overview

School Attended

  • TNOU (Tamil Nadu Open University)
  • Tamil Nadu Open University

Job Titles Held:

  • Senior Tech Support Analyst
  • Peoplesoft Admin
  • Customer Care Executive

Degrees

  • Associate of Science
  • Associate of Science

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