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Senior Technical Support Analyst Resume Example

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SENIOR TECHNICAL SUPPORT ANALYST
Summary

Talented Technical Support Analyst adept at applying abilities, drive and technical skills to positively impact company needs. Proactive and hardworking team player with focused mentality and rigorous approach.

My experience ranges from Credit/Debit Card front and backend support and or processing and including Major Incident Management.

Skills
  • Service desk support
  • Exceptional telephone etiquette
  • Windows XP/Vista
  • Hardware diagnosis
  • Troubleshooting proficiency
  • Linux, TCP UDP dump, Windows debugging
  • Technical troubleshooting
  • Application installations
  • Process improvement
  • Oracle
  • MySQL
  • API
  • Credit/ Debit Card expertise
  • Active Directory, Processes
  • API, Process improvement
  • Application development, Processors
  • Banking, QA
  • Change management, Routers
  • Hardware, SLA
  • Credit, SQL
  • Client, TCP/IP
  • Clients, Telephone etiquette
  • Database, Troubleshooting
  • Debit, Unique
  • Debugging, UNIX
  • Diagnosis, VPN
  • Documentation, Vista
  • Financial reports, WS_FTP
  • Hardware troubleshooting
  • ITIL
  • Linux
  • Access
  • Windows
  • Windows XP
  • Migration
  • MySQL
  • Navigator
  • Network
  • Oracle
  • Oracle database
Experience
CO-OP Financial Services | Duluth, GASenior Technical Support Analyst08/2015 - Current
  • Implement new credit unions on transaction routers via ISTPARAM file on UNIX server and Oracle Database.
  • Manage and Updated UNIX server passwords quarterly.
  • TCP/IP network connection configuration and troubleshooting.
  • Aid in the configuration of software applications such as (MPI, Data Navigator).
  • Observed system functioning and entered commands to test different areas of operations.
  • Collaborate and Assist Level 1 Tier support with reviewing debug files.
  • Responsible for implementing credit union Conversions between data processors.
  • Conduct application/certification testing before products are rolled into production.
  • Generation of month end processing by running stored procedures and creating financial reports for all credit unions using the shared branching product.
  • Create SQL queries using Oracle & MySQL.
  • Oracle database configurations.
  • Monitor windows\UNIX server disk space.
  • Monitor Cron jobs to ensure processes are running as designed.
  • Assist with WS_FTP server issues.
  • Configure & Manage new users onto WS_FTP server.
  • Mobile development Assistance and QA testing.
  • Incident/Problem/Change management processes and procedures.
  • Application development (Beta, Staging And production environments).
  • Developed robust online knowledge base for support staff to reference when responding to requests for assistance.
  • Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.
  • Facilitated system migration projects during off-hours to avoid outages and network bottlenecks.
  • Assisted end-users with software and hardware troubleshooting to determine causes of system malfunction.
  • Improved end of month process from 2 weeks to 3-day completion time.
Fiserv | Duluth, GASenior Technical Analyst12/2010 - 08/2015
  • Assist External Clients with service requests.
  • 1st Tier Application support for Online (Banking, Mobile Banking, On Demand & Bill matrix software applications).
  • Incident Management via Remedy, Service Now.
  • Conduct & Implement Client Bridge calls.
  • Adhere to client contractual SLA agreements.
  • Manage internal and external application server & services.
  • Proficient in analyzing source codes and Debug logs.
  • Developed and maintained the Incident management processes and documentation using ITIL standards.
  • Active Directory configuration and assistance for internal associates.
  • Assisting internal associates with VPN connection issues.
  • Update and manage server policy settings and access.
  • Application, Database and server password resets.
  • Assist with internal and external SSO (single sign on issues.).
  • Conducted record searches and coordinated with other units on procedural problems involving complex cases.
  • Implemented unique methods and methodologies, which helped reduce issues, including system outages.
Worldpay Merchant Services | Atlanta, GAAccount Manager09/2005 - 01/2010

• Developed techniques and procedures to maintain assets and profitability within the company by performing account analysis to determine the merchant's credit rates, gross margin, and processing limits; while strengthening the merchant's relationship with the company.
• Devised and followed departmental procedures and promotional events for merchants to further support the client's financial growth.
• Resolved external processing issues using positive communication skills ultimately providing a one call resolution.
• Provided direct account management, concerning all areas of merchants processing such as merchants interchange rates, deposits, and chargebacks, PCI Compliance, Risk Hold Transactions.
• Assist with troubleshooting debit and credit transactions such as Visa, MasterCard, Discover & AMEX
• Familiar with Credit & Debit Card Processing rules and regulations that are outlined by the card credit card association.
• Excellent Customer account management and Organizational Skills
• Responsible for client retention and making sure all account contractual agreements are followed and maintained.

Education and Training
Southside High School | Atlanta, GAHigh School Diploma1991Completed professional development in IT. Accomplishments Recipient of the
Certifications
ITIL Foundation Certification. HDI certification.
Accomplishments

Recipient of 2018 "You Rock Award"

Recognized for improving the EOM (End Of Month Process) from 2 weeks to 3-day turnaround time.

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Resume Overview

Companies Worked For:

  • CO-OP Financial Services
  • Fiserv
  • Worldpay Merchant Services

School Attended

  • Southside High School

Job Titles Held:

  • Senior Technical Support Analyst
  • Senior Technical Analyst
  • Account Manager

Degrees

  • High School Diploma

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