Techinical Support Analyst resume example with 15+ years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK
H: (555) 432-1000
C:
resumesample@example.com
Date of Birth:
India:
:
single:
Summary
Accomplished IT Professional with 12 years experience assisting business clients in implementing cutting-edge technology. Provides operational and technical support to computer users and
interacts with external suppliers of technology. The incumbent will install and configure personal
computers, printers and peripheral equipment, assist with capacity planning for computers and networks,
provide support to clients through the Helpdesk function and resolve issues ensuring system/data integrity
is maintained.
RESPONSIBILITIES/DUTIES
a) Installs and configures computers and peripherals on data networks.
b) Guides and trains Technical Support Analysts in resolving problems and responding to queries.
c) Assists in capacity planning of computers.
d) Designs and implements software images for Desktop & Laptop computers e) Provides guidance and training to Information Technology Services staff in resolving problems
and queries.
a) Provides senior level Information Technology Desktop services support, including: b) First point of contact in all computer hardware and software problems and requests.
c) Analyzes problems (both technical and operational) and arrives at workable solutions.
d) Updates and maintains the related database(s). e) Assists in the support of administrative computer-based applications.
f) Installs, maintains, and completes backups
Experience
Techinical Support Analyst, 2012 - Current South State Bank – Spartanburg, SC,
Responsible for delivering peak performance and availability of IT services such as Email, Collaboration, Storage, Network, Server and Application Vitalization.
IT problem solver Key Contributions: Customer focused with excellent communication skills; effectively communicate with company employees to deliver clear, step-by-step instructions.
Strong problem solving skills, diagnosing and resolving technical issues and collaborating with IT team members for advanced support.
Takes initiative to perform tasks to address challenges, by identifying and resolving the root cause.
Lead and participate in special IT projects Manage system security protocols and environment to ensure company assets are properly protected (hardware, software and company data.
Proactive maintenance of IT Systems: Maintain high level of system and network availability Monitor system performance and reliability Manage tools for providing early warning and alerts Support Services: Maintain Asset Inventory, Provided Helpdesk Support for all BPI end users.
Provided timely updates to end users and updates tickets in the help desk system Performed data back-ups and restore critical user data, as needed.
Diagnosed performance challenges , Provided continuous support services including after-hours Install and support specialized software (e.g., engineering software and local applications).
Service Desk Technician, 01/2007 - 01/2012 South State Bank – Auburn, AL,
Resolved technical issues via phone support, remote access, working directly with over 800 customers, provided user friendly customer service explanations and follow up.
Ensure issues are fully documented within the Footprint tool to allow seamless escalation to Tier III Trouble shot, WAN/LAN Print job and Personal Computer TCP/IP connectivity problems Responsibilities: Troubleshoot & Resolved End-User connectivity and application problems.
Assist the End-Users with email, computer analysis, printer spooling issues.
Problem foot print reporting and escalation, routine computer system backup and management.
Data organization, data cleanup activities, software license compliance and PC system Executed employee seat relocations, execute computer and phone system deployment.
Service Desk Technician, 01/2006 - 01/2007 WAXIE SUPPLY COMPANY – City, STATE,
Resolved Technical issues for over 800 customers weekly, via web or telephone Handle multiple difficult situations in a professional manner on a daily basis Developed technical solutions to be posted to both internal and external knowledge base Take inbound customer calls and email inquiries, analyze the problem (troubleshoot) research solutions Ensure issues are fully documented, provide user friendly explanations, follow up, via email and phone Collaborate with other employees and provided important customer feedback and process Ensure issues are fully documented within ticket system Excelled in early IT career, advancing through increasingly responsible roles including:.
Skills
A proven track record of supporting applications, servers and desktops Proven ability to assimilate new information and new software products easily Excellent communication skills - both oral and written, and the ability to build a rapport with a wide range of people An effective team player who is also able to work independently Strong organizational skills, with the ability to manage and prioritize own workload and work with minimal supervision Confidence in your ability and professionalism in your approach Proficiency in Microsoft and Adobe programs
Education
Associate Degree: Electronic Engineering, Expected in 1986 - Kentucky College of Technology - Louisville, KY GPA: Electronic Engineering
Associate Degree: Computer Science, Expected in 2000 - RCH Technical College - Renton, WA. GPA: Computer Science
CompTIA Certification Training (A+) June 2015: , Expected in - - , GPA:
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