technical support analyst resume example with 20+ years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK Home: (555) 432-1000 - Cell: - resumesample@example.com - : - -
Profile
Highly motivated Sales Associate with extensive customer service and sales experience. Outgoing sales professional with track record of driving increased sales, improving buying experience and elevating company profile with target market.
Core Qualifications
Office Skills Business/technical writing, professional presentations, type 60 WPM, ten-key (by touch), switchboard/phones, fax and copier
Applications: Cherwell, MS Office (Word, Excel, PowerPoint), Photoshop, Visio, Gimp, Adobe Acrobat, SQL Server 2008/2012, IBM Websphere, Snagit, Internet Information Services (IIS), Enterprise Resource Planning (ERP) systems, Apache Tomcat, EasyAsk, SharePoint, JIRA, Open Office, Remote Desktop, PC Anywhere
Technical Skills
Professional Experience
01/2014 to Current
Technical Support AnalystMri Software – Cornelius, NC,
Provide a range of technical assistance and resolutions to end users such as: AD/LDAP integration and general issues Browser Client and Portal connectivity and general issues Mobile applications Cherwell Admin & Rich Client install and general issues Provide assistance setting up Bomgar integration with Cherwell to customers & partners Maintain and meet quality standards set by the department Communicate errors or inconsistencies found to the development team Gather information on new enhancements and submit to development Participate on employee moral team for support department Participate in the Cherwell Philanthropy committee.
01/2008 to 12/2013
Quality Assurance & Business Analyst / Technical Support AnalystEngility Corporation – Durham, NC,
Manually tested applications for errors, inconsistencies and usability, which include functional and end-to-end testing Developed and implemented test plans and use cases for applications Communicated errors or inconsistencies found during testing to the development team Gathered information on new enhancements and submit requirements to development Created functional design documentation for development, support, and documentation teams Worked directly with Project Management to ensure requirements are met and projects remain on schedule Within a year became the resident expert on Infor's eCommerce application Mentored support team / co-workers on Infor's eCommerce application Created and updated support documentation Provided technical assistance and resolutions to end users on various applications Provided training to customers & partners on new and changed functionality to Infor applications Maintained and met quality standards set by the department.
Manually test applications for errors, inconsistencies and usability, which include functional and end-to-end testing.
Develop and implement test plans for applications Communicated errors and inconsistencies found during testing to the development team Wrote technical and end user documentation Provided information and resolution to problems for customers on various applications Maintained and met quality standards set by the department Installed , configured, and supported Computers Unlimited applications Created and configured SQL Server databases for Computers Unlimited applications Lead the communication between customers and internal departments to ensure the product met the needs of customers.
01/2004 to 06/2005
MIS Department CoordinatorLsinc Corporation – Jacksonville, FL,
Provided direct assistance to the Chief Information Officer and MIS staff Coordinated training classes for MIS Department Coordinated events Prepared agenda and recorded minutes for meetings Provided training to users on supported applications Wrote user documentation Managed departmental web sites Assisted in the development, review and maintenance of policies/procedures, risk assessment, and HIPAA security.
01/2002 to 10/2003
Web Developer Assistant & Student InternCoconino County – City, STATE,
Assisted in creating database and web applications.
Provided training to users on supported applications.
Wrote user documentation.
Managed and maintained Coconino County's Law Library & Courts departmental web pages.
10/1997 to 09/1999
Administrative AssistantRanstrom Hall & Co. PLLC – City, STATE,
Prepared Quarterly reports, Workers compensation, and unemployment tax Balanced and reconciled client bank accounts each month Oversaw routine office operations Prepared quarterly and annual sales tax Developed training manual.
05/1994 to 09/1995
Administrative Assistant/ReceptionistMerrill Lynch – City, STATE,
Provided direct assistance to the IT Supervisor and 12 investment bankers.
Answered 30 line phone.
Maintained calendar for 12 investment bankers.
Arranged travel plans for IT Supervisor.
Education
Expected in December 2002 to to
BSBA: Computer Information Systems Northern Arizona University - Flagstaff, Arizona GPA: Computer Information Systems
Skills
ten-key (by touch, Adobe Acrobat, Photoshop, AD, Apache, Client, databases, database, documentation, eCommerce, ERP, Enterprise Resource Planning, fax, functional, Gimp, IBM Websphere, IIS, LDAP, Law, meetings, Excel, MS Office, Office, PowerPoint, Word, MIS, Office Skills, PC Anywhere, copier, policies, presentations, Project Management, quality, risk assessment, sales, SQL Server, Supervisor, switchboard, tax, technical assistance, technical writing, user documentation, phones, phone, Tomcat, type 60 WPM, Visio, web applications, web sites, web pages
Any information uploaded, such as a resume, or input by the user is owned solely by the user, not LiveCareer. For further information, please visit our Terms of Use.
Resume Overview
School Attended
Northern Arizona University
Job Titles Held:
Technical Support Analyst
Quality Assurance & Business Analyst / Technical Support Analyst