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technical support analyst resume example with 20+ years of experience

JC
Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000, resumesample@example.com
Professional Summary

Practiced troubleshooter with excellent diagnostics and repair abilities, strong attention to detail and methodical approach. Expert Windows user. Boosts system performance by thoroughly evaluating and correcting different hardware and software issues. Diversely Skilled Technical Analyst with 30 years solving problems for employers and customers. Personable and adaptable provider of technical expertise in language comprehensible to everyone from engineers to private users. Adept at offering one-on-one support as well as authoring technical specifications and requirements for publication.

Computer User Support Specialist with gift for understanding needs of users. Versed in troubleshooting and desktop support on Windows and Mac systems. Proven skill in resolving problems quickly on first call.

Skilled Technical Support with broad base of experience in technical support and operations. Resolves problems quickly, delivering high levels of customer satisfaction.

Skilled Technical Support proficient in supporting hardware and software issues for Lenovo, Dell computer systems and HP Laser Jet printers. Over 30 years in IT support and troubleshooting.

Enthusiastic Technical Support Analyst eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of computers and Laser Jet Printers and training in both. Motivated to learn, grow and excel in technology.

Excellent ability working with hands to repair equipment. Have trouble shot to component level repair on aircraft navigation equipment by using schematics and test equipment.

Ability to repair both cars and motorcycles by replacing defective parts. Help PA State Inspection License for several years.

Skills
  • Troubleshooting and Diagnostics
  • Repair
  • System Configuration
  • Software Installation
  • Network Hardware and Software Maintenance
  • Hardware and Software Installation
  • IT Support
  • Hardware Troubleshooting
  • Hardware and Software Configuration
  • Customer Complaint Resolution
  • Hardware Support
  • Telephone Support
Work History
08/2007 to 05/2020 Technical Support Analyst Mri Software | Buffalo, NY,
  • Resolved issues with systems, hardware and telephones quickly and accurately.
  • Upgraded and repaired broken Laptops and desktops computers
  • Ghosted new laptops and desktops computers to swap out on ones.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
  • Maintained superior quality by reducing downtime to maximize customer support and meet revenue goals.
  • Maintained deep understanding of company services and products in order to offer most knowledgeable customer support.
  • Provided customer support and follow-up with members as assigned, implementing exceptional problem-solving and management and responding appropriately to all inquiries.
  • Managed offices InterTel phone system and did add and remove employees in the Avaya phone system.
06/1992 to 06/2006 Computer Support Specialist Frankenstein Computers | Austin, TX,
  • Stayed up to date on software and hardware updates to optimize efficiency and productivity for management of clients.
  • Repaired desktop and laptop computer and printers by trouble shooting to defective component and replacing and testing to insure equipment was up to working order.
  • Delivered technical support to 26 area school districts.
  • Filled out repair tag's for defective modules for return to manufacture.
  • Was Apple and Dell certified to be able to work on products and to be able to return and order directly from Apple.
  • Was trained on HP Laserjet printers in order to repair to component level.
  • Worked on Office phone system to add and remove employees.
  • Rewired and ran new drops of network/phone locations.
  • Built network closets.
06/1985 to 06/1992 Computer Field Technician Little Lake City Elementary | Santa Fe Springs, CA,
  • Enacted successful repairs at customers site by applying technical skills and operations knowledge.
  • Performed troubleshooting and diagnostics of malfunctioning equipment and components.
  • Was manufacture trained to repair computers, both laptop and desktop and dot matrix and laser jet printers.
  • Held certification with Dell, IBM, Compaq and Apple.
  • Delivered and setup new computer systems at customers site. Made sure everything was what customer order and was satisfied.
  • Install new network configuration at customer site.
  • For a short period of time was shop supervisor managing 6 technicians.
Education
Expected in 12/1984 Associate of Arts | Electronic And Electrical Engineering Harrisburg Area Community College, Harrisburg, PA GPA:
  • Majored in in depth understanding of electronic circuity and AC/DC motor operations.
Expected in 06/1975 High School Diploma | Carlisle Area High School, Carlisle, PA GPA:

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Resume Overview

School Attended

  • Harrisburg Area Community College
  • Carlisle Area High School

Job Titles Held:

  • Technical Support Analyst
  • Computer Support Specialist
  • Computer Field Technician

Degrees

  • Associate of Arts
  • High School Diploma

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