technical support analyst resume example with 20+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,

Enthusiastic Technology Services Administrator proudly offering over 27 years' experience in system installs and upgrades, hardware monitoring and performance improvements. An astute employee with knowledge in system repairs and the installation of network components. Skilled in task prioritization and troubleshooting.

  • Software deployment
  • User training
  • Helpdesk administration
  • Procedure Development
  • Technical/End-user report
  • Platforms: Unix/Linux, Windows XP, 10, Apple OS, Mobile
  • Networking: LAN & VPN/Remote Connectivity TCP/IP;FTP
  • PC'S; Laptops; telephony systems; printers; scanners; routers; modems
10/2004 to Current Technical Support Analyst Mri Software | Secaucus, NJ,
  • Observed system functioning and entered commands to test different areas of operations.
  • Documented repair processes and helped streamline procedures for future technical support actions.
  • Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
  • Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions.
  • Advised customers and users regarding required maintenance practices of diverse software systems for OEM warranty requirements and industry best practices.
  • Disassembled computer systems to troubleshoot and resolve hardware issues.
  • Developed robust online knowledge base for support staff to reference when responding to requests for assistance.
  • Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
  • Removed malware and viruses from laptops and desktop systems using specialized software.
  • Configured new employee work stations, including all hardware, software and peripheral devices.
  • Set up new desktop systems and configured laptops for incoming employees, loading required software and server permissions.
  • Updated software versions with patches and new installations to close security loopholes and protect users.
  • Conferred with vendors to obtain replacement hardware or software and escalate more complex concerns.
  • Installed and configured printers and scanners, resetting default device passwords to prevent cyber attacks.
  • Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
  • Assisted in technical support process refinement to improve customer service and support.
  • Reviewed current hardware and software and recommended modifications to increase system speed.
  • Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Responded to support tickets within 24 hours to improve customer service.
  • Assisted end-users with software and hardware troubleshooting to determine causes of system malfunction.
  • Assisted online Internal users via live chat, web conference and phone to resolve issues related to Enterprise Messaging, SVP(Enterprise Admin), SVT, Pac2000, Enterprise Mobility, and Microsoft Office suite's use and access.
  • Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.
  • Supported Internal Corp, MTG, WFA, and Retail customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
11/2001 to 08/2004 Operations Analyst Loomis Sayles | Oakbrook Terrace, IL,
  • Identified operational and performance issues and worked with managers to resolve concerns.
  • Gathered, organized and entered data into electronic payment processing vehicles.
  • Collected and analyzed data to evaluate operational issues and make process improvement recommendations.
  • Compiled and presented reports on findings to senior management teams.
  • Created test cases and scenarios for documentation and root cause analysis of bugs.
  • Assisted with long-range planning by recommending technological application programs.
10/1998 to 11/2001 Systems Support Analyst Evergy | Mound City, MO,
  • Managed user authentication and authorization of data access.
  • Installed security patches, service packs, fixes and upgrades for systems software.
  • Tested and documented all change requests for minimum impact on system.
  • Delivered end user technical support, effectively reducing repeat calls to helpdesk.
  • Received and prioritized support requests to maximize resource utilization.
  • Documented all facets of technology department operations, including network infrastructure, licenses and FAQs, facilitating consistent responses and team operations.
  • Troubleshot and resolved issues with peripheral devices such as printers and copiers for end users.
  • Trained team members and users in newly implemented and emerging technology to enhance business productivity.
03/1993 to 10/1998 Network Administrator Array Information Technology | Huntsville, AL,
  • Researched, recommended, configured and supported hardware and software for multiple departments.
  • Determined and alleviated hardware, software and network issues.
  • Installed and supported hardware and software, including desktops, servers and printers.
  • Monitored system upgrades, which included patches, service packs, hot fixes and new configurations.
  • Handled network configurations after hours and on weekends to alleviate downtime and maintain smooth operations.
  • Integrated cutting-edge infrastructure tools to migrate network operations to virtual server computing environment.
  • Created manuals and other documentation for use in new employee training classes.
  • Managed employee access, including security roles and permissions.
  • Deployed software patches to alleviate vulnerabilities.
  • Evaluated sub-optimal areas by thoroughly reviewing network infrastructure and policies.
  • Participated in on-call shifts at certain times, including holidays and weekends in case of system or network-related emergencies.
  • Documented changes to group policy after upgrading domain functional level for reference and training.
  • Ensured that all data was backed up each evening, which alleviated lost information following a malware incident.
  • Resolved network issues through troubleshooting methods to ensure smooth system operations.
  • Handled all maintenance tasks to promote improved network availability.
  • Backed up data on regular basis and consistently updated disaster recovery procedures to prepare for security incidents.
  • Transferred private folders to new exchange servers in collaboration with network administrator.
  • Delivered high level of support and maintenance to all network systems, including hardware, software and applications to maximize efficiency and reduce bottlenecks.
  • Drafted IT productivity reports to inform director.
  • Delivered software patches to network computers and performed regular data backups to ensure security processes were compliant.
  • Worked closely with end users to solve problems related to hardware and software.
  • Uploaded, configured and managed antivirus detection software and email applications.
Education and Training
Expected in 07/1991 to to Bachelor of Arts | Computer Networking And Telecommunications Johnson C Smith University, Charlotte, NC GPA:
  • Major in Tele-Communications/Public Relations
  • Minor in English

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Resume Overview

School Attended

  • Johnson C Smith University

Job Titles Held:

  • Technical Support Analyst
  • Operations Analyst
  • Systems Support Analyst
  • Network Administrator


  • Bachelor of Arts

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