technical support analyst resume example with 11+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • Home: (555) 432-1000
  • Cell:

Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Extensive years with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.

Seasoned IT professional with exceptional leadership and project management skills. Well-organized, systematic and diplomatic in building consensus and spearheading teams.

Committed to delivering exceptional service, and application of ITIL and HDI approaches that meet customer requirements.

Fast learner to rapidly grasp new processes and technical information.

High-energy, friendly Corporate Trainer bringing more than 15 years of experience and solid history of achievement in teaching, motivating and coaching employees to make lasting, positive impact on business operations. Develops programs from scratch to meet specific targets.

Knowledgeable Training Specialist successful at developing and overseeing site-based and online training programs. Decisive and disciplined professional with personable style and thorough approach.

  • Technical Issue Analysis
  • Application Support
  • Application Installations
  • Troubleshooting Network Issues
  • Training Materials Development
  • Technical Troubleshooting
  • Multitasking and Prioritization
  • Hardware and Software Repair
  • Interpersonal Skills
  • Microsoft Windows and Office
  • Teamwork and Collaboration
  • Customer Service Support
  • Issue and Resolution Tracking
  • Resolving Problems and Incidents
  • Attention to Detail
  • Organizational Skills
  • Computer Diagnostics
  • Documentation Development
  • Online Chat Support
  • Employee Computer Support
  • Software Release and Rollout
  • Hardware and Software Configuration
  • Project Coordination
  • Customer Needs Assessment
  • Active Listening
  • User Training
  • Remote Technical Support
Technical Support Analyst, 04/2012 to Current
The Olb Group, Inc.Atlanta, GA,
  • Resolved backlog of support tickets following major system outage.
  • Monitored service incidents to completion and closed.
  • Served as first point of contact for incoming technical service calls and emails.
  • Demonstrated advanced product knowledge to solve customer issues.
  • Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
  • Stayed abreast of latest software developments to enhance job knowledge.
  • Documented customer complaints and inquiries for use in technical documentation and bug tracking. Monitoring via Confluence & JIRA
  • Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools. (Bomgar VNC)
  • Used remote login tools to assist clients with technical and product questions.
  • Increased technical knowledge by reading trade publications, operating manuals and diagnostics information.
  • Worked with internal teams to deliver information to customers.
  • Assisted customers with various types of technical issues via email, live chat and telephone.
  • Worked with vendors (Dell/Reliant) to perform onsite service to mitigate problems beyond scope of telephone troubleshooting.
  • Walked customers through common phone hardware and software configurations to maximize service functionality.
  • Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
RPM Analyst /Trainer/Implementation Specialist, 11/2015 to 06/2022
Bering Straits Native CorporationEagle River, AK,
  • Identified issues and made knowledge based articles as problems developed, enabling quick resolutions for other team members.
  • Coached, mentored and trained staff remotely in India. Training the best practices and protocols to reduce time in resolving issues.
  • Developed employee training initiatives by leveraging industry trends and partnering with team leaders.
  • Managed configuration, installation and troubleshooting of applications and software for RPM clients.
  • Enhanced internal and external customer satisfaction ratings by researching, troubleshooting and resolving escalated issues efficiently.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Maintained positive working relationship with fellow staff and management.
  • Read technical manuals, conferred with RPM staff attended sprints to investigate and resolve problems.
  • Conferred with teams, users and management to establish requirements for new software applications bugs and system issues.
  • Answered user inquiries to resolve computer software or hardware operation problems.
  • Developed training materials and procedures and trained users in proper use of hardware.
  • Supervised and acted as backup team lead for team members engaged in installation of data communication equipment and software.
  • Created client rapport to grow profitability.
Help Desk Analyst, 07/2011 to 04/2012
  • Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
  • Walked customers through processes of installing software or hardware and initial program start up procedures.
  • Created new accounts, reset passwords and configured access to servers and file management software for users.
  • Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
  • Assisted customers by troubleshooting and resolving technical problems.
  • Trained new employees on support processes, procedures and knowledge base.
  • Gathered problem information and determine criticality using Axeda, Gasper, RTMON, Quickbase, Cisco, Juniper, and GEMS.
  • Create work orders for onsite technical support.
  • Help develop user and training documentation for SST.
  • Troubleshoot connectivity issues of BlueTree Routers using Sixnet and GMU.
Education and Training
: Scaled Agile - Leading SAFe Course 5.1, Expected in 04/2022 to Scaled Agile - Atlanta, GA,
  • Completed coursework in Scaled Agile
  • Certificate ID: 75720287
: Fundamentals of Technical Writing , Expected in 03/2019 to University of Georgia - Athens, GA
  • Completed professional development in Technical Writing
  • 4.0 GPA
: SQL, Expected in 11/2017 to University of Georgia - Athens, GA
  • Completed continuing education in Introduction to SQL
Master of Education: Corporate Training And Knowledge Management , Expected in 12/2011 to Jones International University - Englewood, CO
  • Cum laude graduate
Linux/Unix System Admin: , Expected in 06/2009 to Atlanta Technical College - Atlanta, GA
Bachelor of Science: Computer And Information Sciences, Expected in to Clayton State University - Morrow, GA

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Resume Overview

School Attended

  • Scaled Agile
  • University of Georgia
  • University of Georgia
  • Jones International University
  • Atlanta Technical College
  • Clayton State University

Job Titles Held:

  • Technical Support Analyst
  • RPM Analyst /Trainer/Implementation Specialist
  • Help Desk Analyst


  • Master of Education
  • Linux/Unix System Admin
  • Bachelor of Science

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