Technical Support Analyst Ii Resume Example

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Jessica Claire
  • , , 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
Professional Summary

Seasoned professional with 15+ Years in the IT industry as an IT Consultant, an IT Specialist, and a Help-Desk Technician. Seeking to bring a solid track record of improving efficiency to a creative position in an IT development. Served 10+ Years with Carestream Dental as a Technical Specialist in Dental, Orthodontics, Oral Surgery, and Cloud/Classic Imaging Software. 13 Years with the United States Marine Corps as a Supervisor and Technician including 10+ Years as a Quality Assurance Representative / Inspector.

  • Dependable
  • Team Player/Team Building
  • System upgrades
  • Quality assurance
  • Multitasking and Prioritization
  • Error Detection
  • Customer Service Support
  • Help Desk Support
  • Technical Troubleshooting
  • Organizational Skills
  • Attention to Detail
  • Microsoft Windows and Office
  • Problem Solving
Work History
Technical Support Analyst II, 06/2019 to Current
Weyerhaeuser Company Rainier, WA,
  • Performs high-level data analysis and editing of customer data
  • Provides input for training based on Escalated calls
  • Performs mentoring to Technical Solutions Reps (Level1) and Technical Support Specialists
  • Resolves live-line calls, email, fax or other methods of contact as needed or directed by supervisor
  • Escalates software defects and enhancements to Level3 and Developers for resolution
  • Verifies defects through testing and troubleshooting of software product or patch
  • Researches and resolve highly complex customer issues specified within company standards and guidelines
  • Communicates development-related issues to support
  • Communicates with internal and external sources (within Carestream Dental) regarding escalated support issues
  • Communicates ongoing status' of all reported defects and enhancements back to support
  • Maintains and document issues and resolutions thoroughly in CRM and communicate interim resolutions or work-around to team members
  • Works with other departments to ensure adequate and proper documentation for installation instructions, on-line help, and manuals
  • Reviews calls to determine proper support resolution and to recognize trends or patterns of calls taken by support
  • Performs collection of data from customer site in compliance with HIPAA guidelines when applicable
  • Resolves high-level conversion issues
  • Provides input for selection of beta software testing sites
  • Creates Knowledge Articles (EV) for issue regarding software for both Internal and External use with Support
  • Works with Knowledge Article Administrators to ensure technical accuracy of Knowledge Articles
  • Works with QA and Development teams to ensure stable releases of software
  • Configures and sets up hardware and software for new workstations in Dental Offices
  • Collaborates with outside Technicians to locate replacement components and resolve advanced problems for Dental Offices
  • Responds to support requests from Dental offices and patiently walks individuals through basic troubleshooting tasks
  • Explains technical information in clear terms to Dental Staff members and Local Technicians to promote better understanding of their software
  • Assesses system hardware and software and suggested modifications to reduce lag time and improve overall speed
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Prepared technical responses to requests for quotes, assigning costs, timeframes and alternative solutions.
Technical Support Specialist / Imaging Software Escalations Team Member, 10/2011 to 06/2019
Carestream Dental City, STATE,

• Serves as a Technical Subject Matter Expert (SME) for Dental, Orthodontic, Oral Surgery, and Cloud Software

• Experienced in Trouble-shooting Servers and Workstations for various Network and/or applications issues

• Experienced in Carestream Rvg Sensors, Intraoral Camera, and Extraoral Units

• Experienced in Microsoft's Office products

• Provided exceptional customer service and front line and Escalations support via Automatic Call Distribution (ACD), outbound calls, email or fax (or other method) as specified within company standards and guidelines

• Maintained product knowledge on applicable products/applications via training, documentation and personal research (Dentrix, Dexis, EagleSoft, Softdent, WinOmsCS, PracticeWorks, and Orthotrac software)

• Documented issues and resolutions thoroughly and efficiently within CRM.(Clientele)

• Followed proper procedures for processing Return Merchandise Authorizations (RMAs) for defective products, etc

.• Submitted proposed solutions to issues in knowledge base and for internal/external documentation

• Handled and resolved issues that have been escalated by all company representatives to the Escalation Team for Dental, Orthodontics, Oral Surgery, Logicon Caries Detection, CS Cloud, and Beta Client Software

• Created training documentation and testing for New Hire Employees and National Service Providers (NSPs); and Assists with training New Hired Employees and National Service Providers (NSPs)

• Assists less experienced team members when troubleshooting calls, as needed

• Updates and/or follow-up with clients regarding high priority and/or on-going issues

• Submits Software Change Requests to development regarding software bugs as reported by clients or found by testing; Utilized product knowledge to offer software enhancement suggestions via “Software Change Requests System” (SCR)

• Complete administrative duties assigned by management

• Troubleshot software, operating system, local area network, and hardware-related issues (Dentrix, Dexis, EagleSoft, Softdent, WinOmsCS, PracticeWorks, and Orthotrac software)

• Assisted in company trade shows, conventions, user meetings, training sessions, etc.)

• Troubleshooting and resolving difficult technical issues effectively and efficiently; Prioritizing, evaluating, resolving and escalating calls as required; Assisted with departmental documentation (internal or external); Providing appropriately detailed and timely follow-up support with customers

• Submitting accurate and well-documented solutions consistently for inclusion in the knowledge base

• Configuring and distributing hardware and software to customers in a timely manner

.• Configuring and troubleshooting network hardware and communication equipment, operating systems and personal computers

• Entering commands and observing system functions to verify correct system operation

• Recommending or performing minor remedial actions to correct problems identified. Providing updates, status and completion information to the IT Help-desk Manager through voice mail, e-mail, or in-person communication

Production Control Supervisor, Aviation Life Support Systems Supervisor/Quality Assurance Inspector, 06/1998 to 08/2011
United States Marine Corps City, STATE,

• Ensured optimal utilization of all maintenance manpower to ensure maximum material condition of all aircraft components (using MS Power Point, MS Word, and MS Excel) in order to meet and exceed Marine Aircraft Wing readiness goals (80% full mission capable aircrafts/ 75% partial mission capable aircrafts).

•Effectively planned, organized, and managed all maintenance, inspections, and repairs of all aircraft components, Ground Support Equipment (GSE) and Individual material Readiness Lists (IMRL) in Support of all 121 aircraft in seven MAG-29 squadrons.

•Continuously informed the Production Control Officer (PCO) and Chief (PCC) for all work progress, status changes, and asset related issues.

• Constantly directed and monitored requisitioning, receipt, and allocations of aircraft components, repair materials, tools and IMRL assets.

•Managed and evaluated work performance of Production work centers and provide continual feed back to all division Staff Noncommissioned Officers, PCO, PCC, and the Aircraft Maintenance Officer (AMO).

• Ensured all aircraft components, support equipment, and technical directives data are collected, analyzed, and outcomes properly disseminated.

• Reviewed the qualifications of 22 personnel nominated to become Production Controllers

•Performed all duties as the Collateral Duty Quality Assurance Representative (CDQAR) by auditing and inspecting aviation programs to prevent occurrences of defects to aeronautical equipment.

• Inspected 280+ maintenance actions from the Parachute Shop Work Center (W/C) 81A, Inflatable's/Life-Rafts Shop W/C 81B, and Aviators Oxygen Equipment Shop W/C 81C.

•Mentored 25 ALSS Marines in seeking self-improvement, and to become technically and tactically proficient Marines.

• Lead, train, and ensure the physical, mental, and professional well-being of 25 ALSS Marines and Sailors under your charge.

• Hazardous Material/Hazardous Waste Supervisor

: Business Administration/Human Resources, Expected in
Columbia Southern University - Orange Beach, AL
  • Continuing education in Business Administration
  • 3.1 GPA
  • Coursework includes Technology and Operations Management
  • Coursework includes Speech and Communication, Sociology and Psychology
  • SQL 2005/2008/2014/2017 database systems
  • Windows XP, 7, 8.1, and 10 (32/64bit)
  • MS Word, Excel, Power Point, and Outlook
: General Studies, Expected in
Southern University And A & M College - Baton Rouge, LA
High School Diploma: , Expected in 1987
O. Perry Walker High School - New Orleans, LA,

Al-Karim Temple No. 242 (Noble in Oasis of Newnan-Desert of Georgia Oasis of Riverdale)

January 2012 – Present (Social Services)

  • Performing community activities
  • 6 years participated in the Charlie Neal Housing Community park clean up to include repairing fences, repainting the lines on the basketball court, and annual community Bar-B-Q
  • 6 years participating in providing Back to School Bags to both Ruth Hill Elementary School and Smokey Road Middle School
  • 6 years assisting living home with diabetic supplies for families
  • Participated in the dedication of the adoption of the Charlie Neal Housing Community

Ecclesiastes Masonic Lodge No. 818 PHA (Jacksonville, N.C.)

Newnan Masonic Lodge No. 299 PHA ( Newnan, Ga)

November 2009 – Present (Social Services)

  • Service to our community and those in need, are priorities for us.
  • 6 years assisting in the Annual Scholarship drive which we provided $4000.00+ to High School students in and around Newnan Ga.
  • 5 years Participating in the Annual Cancer walk
  • 4 years Participating in the Annual Lupus Walk Atlanta Chapter; donating $100+ to ChrissyB's Beautiful Butterflies.
  • Years participating in quarterly Street cleanups held in Newnan, Ga. (100+hours).
  • 4 years assisting with providing Back to School Book-bag and School supplies giveaway.
  • Currently in-process on attaining CompTIA A+Certification.
  • Notary Public for the State of Georgia. (Cert. W-00509766, Exp. 6.20.2025)

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Resume Strength

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Resume Overview

School Attended
  • Columbia Southern University
  • Southern University And A & M College
  • O. Perry Walker High School
Job Titles Held:
  • Technical Support Analyst II
  • Technical Support Specialist / Imaging Software Escalations Team Member
  • Production Control Supervisor, Aviation Life Support Systems Supervisor/Quality Assurance Inspector
  • Some College (No Degree)
  • Some College (No Degree)
  • High School Diploma

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