Analyst, Technical Support Resume Samples

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N Bosco

Nash

Bosco

675 Bogisich Harbors

Detroit

+1 (555) 706 3634

675 Bogisich Harbors

Detroit

Phone

p +1 (555) 706 3634

Experience Experience

Los Angeles, CA

Analyst, Technical Support

Los Angeles, CA

O'Keefe and Sons

Los Angeles, CA

Analyst, Technical Support

Understand ITIL Process like incidents Management, Problem Management, Event Management, Change Management and Service Desk Operation
Performs advanced-level network diagnostics to identify and resolve network configuration issues
Provides in-depth analysis of technical support data to improve efficiency, productivity, and customer satisfaction
Performs weekly and monthly reports describing, in-depth, the plans for continued support of new product or lifecycle processes or technology improvements
Provides input into national process enhancement initiatives as well as metric and performance initiatives
Provides in-depth analysis of technical support data to improve
Provide support for mobile devices, printers, a/v and conferencing, software & hardware issues

New York, NY

Assoc Technical Support Analyst

New York, NY

Mayer, Rohan and Bergstrom

New York, NY

Assoc Technical Support Analyst

Provides 2nd level support on all workstation related issues
Setup and install new workstations, loaners and other workstation related equipment
Performs other duties as assigned
Networking connectivity
Provide software installation, training and distribution for new laptops
Perform other duties as assigned
Provide end-user training

present

Detroit, MI

Technical Support Engineer / Analyst

Detroit, MI

Thompson, Leuschke and Crona

present

Detroit, MI

Technical Support Engineer / Analyst

present

Provide technical support for Workforce Integration Manager and Workforce Connect
Deliver and manage ongoing support services on Kronos’ Workforce Integration Manager and Workforce Connect Products
Provide technical expertise to conduct specific performance or functional tests associated with resolving performance issues regarding Kronos applications
Create and conduct training and/or knowledge sharing sessions to enhance team performance
Expericnce with Workforce Application, WFSO, Activities, or Leave and Attendance a plus
Take ownership of and effectively troubleshoot and manage high-visibility, escalated customer issues
Work well in a fast paced time sensitive environment

Education Education

Bachelor’s Degree in Computer Science

Northern Illinois University

Bachelor’s Degree in Computer Science

Skills Skills

Well-organized, detail-oriented, and able to handle a fast-paced work environment
Ability to ensure a high level of service and quality is maintained
Intermediate level knowledge of PC software applications and strong understanding of PC operating systems
Strong computer skills including proficiency with Microsoft Word, Excel, PowerPoint, Access, Outlook, and web-browsers
Excellent written communication and verbal communication skills
Ability to complete multiple duties with accuracy shifting from one to another with frequent interruptions and competing deadlines
Ability to work independently and prioritize duties with minimal supervision, in order to meet deadlines
Excellent customer service orientation
Experience with a phone support and helpdesk environment
Willingness to learn

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15 Analyst, Technical Support resume templates

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Technical Support Analyst, Tier Resume Examples & Samples

Experience working with a Microsoft-networked computer environment
Experience working with a Macintosh a plus
Excellent phone and e-mail etiquette and customer service skills

Technical Support Analyst Based Resume Examples & Samples

Performs case management functions as required to keep cases up to date and accurate
Provides timely response to customer escalations with appropriate notification to all required EC staff
Must speak fluent Finnish and English
Excellent knowledge of server hardware (including SCSI, RAID and I/O topology); A+ certification desired
Working knowledge of storage hardware (including clustering, etc.)
Working knowledge of networking (including WAN topology, mixed LAN/WAN operating system environments, DNS/WINS/DHCP, firewall solutions and network load balancing)
Knowledge of current Server Operating systems (Windows, Linux, Esx, Etc.)
Basic working knowledge of systems management software

Italy Prosupport Server Technical Support Analyst Resume Examples & Samples

Providing phone/email/chat and remote diagnostic technical support of servers, blades and various software applications
Applying diagnostic techniques to identify problems, investigating causes and recommending solutions to correct failures
Actively supporting the customer during the escalation process in all aspects through to problem resolution
Providing basic remote deployment, maintenance and consulting services
Verifying warranty entitlement and determining appropriate action
Championing a customer-focused service delivery
Driving case ownership and management for first time fix on all service calls
Driving and sustaining improvements in customer satisfaction and all quality metrics
Excellent knowledge of server hardware (namely SCSI, ISCSI, RAID, switches)
Knowledge of VMware/virtualization
Knowledge of Backup software
Industry certifications (MCSA, VCP, CCNA, RHCSA or higher) or confirmed equivalent knowledge is appreciated

Trading Solutions Technical Tradedesk Support Analyst Resume Examples & Samples

Order Management/Trading Systems/Trade work flow experience (Buyside or Sellside)
OTC Market Knowledge in Fixed Income or Equity or FX space
Understanding of middle-office / back-office workflow
An understanding of the role of Prime Brokers and Fund Administrators
Strong and proven customer service / client facing skills
Effective Communication/Relationship Management Skills
Ability to Network with senior level staff
Enjoys working as part of a team (willingly shares knowledge)
Ideally from a Computer Science background
Straight through processing (STP) exposure within the financial environment
Financial Post Trade Data Feeds (Trade Capture / Position / Trade Feeds)
Data Transformation via XML / XSLT's
Data Delivery via IBM MQ / Troubleshooting MQ's
XML & FIX messaging
Swift Messaging

Technical Support Service Desk Analyst Resume Examples & Samples

Basic knowledge in English customer service
At least 6 months experience in Flexible schedules
At least 6 months experience in Operating Systems (e.g. Current Windows OS, Mac OS and Linux OS)
At least 6 months experience in navigating and configuring the OS

Technical Support Analyst, Cable Resume Examples & Samples

Minimum of 5 years experience providing direct end-user support for a Fortune 500 company in a Microsoft Windows XP / 7 and Macintosh environment
MCP certification for Windows XP /7, A+ certification or demonstrated technical competency equivalent. MCITP certification a plus
Demonstrate strong MS office, Citrix, Microsoft applications support competency
Demonstrate strong understanding of infrastructure technologies such as servers, storage, network, active directory
Ability to work flexible hours and tight deadlines
Outstanding analytical/troubleshooting skills
Professional attitude in all interactions
Able to analyze user reported issues and provide solutions using the most appropriate tools and processes quickly and effectively
Ability to work on a mission critical environment
Television Broadcast Experience

Command Center Technical Support Analyst Resume Examples & Samples

Facilitate meetings with critical personnel to develop structures and controls to protect from potential risks
Host and facilitate leadership meetings with SMT and GCC staff
Leads the CTI exposure management process, performs critical systems oversight, documentation management and reporting, and inter-departmental support of MCA activities as required
Facilitating the creation and oversight/reporting of critical controls identified via Monitoring and reporting of correction actions
Register domain names and sub-domain names; Transfer, purchase, sell or retire domain names
Managing Citi’s domain profiles, assuring correct information is published internally and externally
Work with legal and regulatory teams on actions pertaining to domains and sub-domains
Supplier management activities as required to properly support the firm
Works closely with Command Center Leadership team to assist for any additional support needed within the Command Center to ensure goals are met
Ensure a high level of communication is kept among the various channels within the Command Center
Single Point of failure process execution and management
Development and implementation of expanded metrics to monitor operational resilience and readiness including the development of KPIs and KRIs

Assoc Technical Support Analyst Resume Examples & Samples

A college degree or its equivalency is preferred
The job requires 0-2 year’s related experience in computer technology and/or project management
Focuses on customer satisfaction as critical goal; regularly seeks input and feedback
An overview understanding of Mainframe, mid-tier, and PC/LAN connectivity, and operating network environments

Assoc Technical Support Analyst Resume Examples & Samples

Provides 2nd level support on all workstation related issues
Analyze customer problems and formulates plans to obtain resolution
Provide deskside support on helpdesk escalated issues
Hardware/Software installation and configuration
Good knowledge and troubleshooting of Windows 7, XP, MAC and MS Office and Outlook
Microsoft Software troubleshooting
A+ Certification, Microsoft Certified - MCP, MSDC preferred
College degree highly desired
Ability to schedule and prioritize
Results-oriented/self-motivated
Inquisitive

Ddelivery Technical Support Analyst Resume Examples & Samples

Provide technical oversight across systems and applications
Leverage skills across multiple technology infrastructure areas
Reviews and analyzes proposed technical solutions for projects
Demonstrates an in-depth understanding of how technology infrastructure integrates within the overall technology function to achieve objective
Applies in-depth understanding of concepts and procedures within own area and basic knowledge of other areas to resolve issues that have impact beyond own area and basic knowledge of other areas to resolve issues that have impact beyond own area
Perform and administer all technical Support administrative functions for Content Management OnDemand, CA-Deliver/CA-View, Web View and CA-WebViewer on global databases on a 24 x 7 basis
Perform administrative and documentation functions for REVEAL and Controlled Disbursements CD encryption password process
Oversight of COB for CD-ROM creation process for Controlled Disbursements for image and statement creations
COB and change management weekend support for any COB drill/test and other disaster recovery incidents including management of change activities during the weekend
Support globalization efforts across multiple regions including NAM, EMEA, ASPAC and LATAM
Identify areas for improvement and initiate steps to improve on these areas through automation
Perform department metrics analysis, develop and coordinate implementation of improved reporting as needed to effectively identify performance trends
Formulate logical statements of business and recommend the most efficient and cost-effective solution for systems design
Ensure preventive maintenance is performed on all hardware
Constantly review documentation and suggest improvements or more efficient way to carry out documentation activity
Interface with the technology managers, users and other external parties for validation of business requirements, functional specifications and other project/support deliverables
Ensure program deliverables have charter built, sponsor approval meet timelines and budget
Coordinate management technology decisions with responsibility for issue, change and risk controls
Ensure compliance to Citigroup Technology Management Policies (CITMP) and standards
Previous experience working in Command Center Operations environment
Working knowledge of enterprise and/or infrastructure monitoring tools
Demonstrate the ability to multi-task effectively
Ability to support and/or lead initiatives in a 24 x 7 Global Technology Organization
Strong communication and presentation skills (both written and verbal)
Bi-Lingual (Spanish, Portuguese, etc…) capabilities a plus
Demonstrate the ability to make sound decisions in a timely manner
Previous experience supporting initiatives and/or projects in a Command Center environment
Flexible working hours to support initiatives in multiple time zones
Ability to prioritize work in order to meet target delivery dates
Strong influential skills
Proficient using Microsoft Office Products: PowerPoint, Project, Excel, Word, etc…
Experience using SharePoint
Able to present clear and concise status updates (verbal and written) for on-going initiatives to Senior Management Experience
1-2 years operational and technical experience working in Information Technology
1-2 years previous experience supporting workload integration efforts in a large scale multi-platform technology environment
Bachelor’s degree or equivalent job experience
PMP certification highly preferred
Customer service skills; interface with management on all levels; proven program management skills; in-depth understanding of how work is coordinated across global areas or job families; strong communication, presentation, and diplomacy skills are required; college degree or five (5) years experience in a technology environment
Ability to adapt to change and execute independently to meet Execution 2.0 model

ECM L Technical Support Analyst Resume Examples & Samples

At least 1 year experience in Troubleshooting skills
At least 1 year experience in WebSphere Application Server
At least 1 year experience in Oracle / DB2
At least 1 year experience in Java
At least 1 year experience in Windows/AIX/Linux/UNIX

Technical Analyst, Local Support Resume Examples & Samples

Ensures 24 hours continuous operations of RBC systems located in London, Luxembourg and other subsidiaries if applicable
Performs Local IT daily activities accurately and timely
Developing and maintaining procedures and user guides
Ensure appropriate communication to users on any issue arise
Communicate and follow up regularly with the service providers whether internally or externally on any issues arise
Act as facilitator for Access Management for BIL and PINE domains
Maintain up to date the lists of users having access to each application
Part of DRP team member to support BCP requirement in the organization
Ensure daily activities performed in accordance with RBC compliance and Audit guidelines
Keep records of all IT assets (receiving, faulty, repairing, relocate)
Document the security procedures as well as competency rules describing the standards of the company
Create or maintain proper documentation on the technical installations of the company
Participate into the resolution and follow up of any items identified by the Audit
Ensure the production environment (PCs, Network, Printers, Copier, Faxes and VC) area always up and running
Troubleshooting system and network problems and diagnosing and solving hardware/software faults
Ensure all issue resolution documented for future internal use
Will work on multiple assignments at any one time
Ad-hoc projects are assigned on an annual basis as part of the individual objectives
Assist the Senior Technical Analyst in any technical and project matters
Taking over Senior Technical Analyst role if Senior Technical Analyst not available
Desktop, MS Windows, Citrix, Printers, telephony management and MS Office applications
First level network management
First level Active Directory
Basic knowledge of the investment fund business
Experience in 1 of the 3 main business areas is highly welcome (Transfer Agent, Fund Administration, and Custody). This will help during issue troubleshooting process

Tier Technical Routing Support Analyst Resume Examples & Samples

Act as a Major Incident Manager facilitating major incident service restoration with the Service Team, Customer Support and partners (internal and external) to meet/exceed operational/business SLAs and OLAs
Provide leadership and drive key decisions during major incident resolution conferences, which includes making business decisions and providing major incident resolution leadership during bridge calls
Coordinate completion of planned maintenance activities (upgrade and configuration changes) so that they occur with no impact to the stability and performance of the services
Coordinate, lead, and maintain accountability for Major Incident Operations scope for all audits and relevant pre-work
Work with process owners to ensure that processes are adapted, implemented, and adhered to support regulatory requirements
Develop support documents, training material and other resources to help technicians with their knowledge and comfort level of new products and services in the subject area
Continually strive to identify opportunities to improve Major Incident Operational Excellence
Minimum of 2+ years of proven experience leading major incident resolution conferences in complex, global environments
Previous experience supporting complex Supply Chain systems/operations
Proven technical understanding of Microsoft software, e.g. SQL, BizTalk, SharePoint, and IT systems
Strong, proven, and broad (not necessarily deep) technical background with a focus on Operational tooling (e.g. monitoring, incident management tools, etc)
Understanding of software project life cycle and deployment methodologies
Demonstrated process improvements skills, cross group collaboration, presentation and communication skills
Ability to communicate at all levels and work with various teams in a matrix model
Excellent problem solving, negotiation, and decision making skills in a dynamic, fast-paced environment
Demonstrated ability to drive clear and consistent messages to peers, subordinates and senior management via strong communication and interpersonal skills
Must be great at working with and leading people
Must be able to convince technologists of the importance of IT operations
ITIL/MOF/ISO 20000 Service Manager certification
ITIL Master Certification - Support Operations
Microsoft Certified Systems Administrator (MCSA) certification (suggested)

Mac Technical Support Analyst Resume Examples & Samples

Effective time management and organisational skills
Excellent communication skills with the ability to explain complex information in a simple, nontechnical way
Clear confident telephone manner
The ability to listen and assimilate information
Ability to work on multiple concurrent work streams
Able to adapt to new ideas with creative problem solving skills

Technical Support Solutions Analyst Resume Examples & Samples

Consultancy. Provide expert-level support and advice to clients and internal teams on best use of the ExamDeveloper software and Pearson VUE’s test development tools
Migrations. Perform analysis and requirements gathering activities, developing processes and scripts to move existing data into test development tools
Training. Prepare and deliver on-site and in-person training to clients on test development tools, and advising on best practices
Support. Own, troubleshoot and resolve software issues as well as understand, document and promote requirements for future developments
Installations. Provide on-site and in-person software installation of test development tools on client systems
Demonstrations. Deliver software demonstrations to client prospects, assist with requirements gathering, and other pre-sales technical support
Scripting. Basic proficiency in XML, SQL and one of the following: VBA, XSL, HTML/CSS/JS, to improve efficiencies and provide workarounds to issues
All employees have a responsibility to co-operate in promoting and maintaining a safe and healthy working environment, and to take reasonable care of their own health and safety at work and that of all other staff that may be affected by their acts or omissions. Line managers have specific responsibility for the health and safety of their direct reports and other team members for which they have general management responsibility
All employees are also responsible for supporting and implementing the company’s policies and procedures around the Health and Safety, Security, Quality and Business Continuity arrangements that apply in their role/work function
Bachelor’s degree in MIS, Computer Science, Mathematics or other technical field or equivalent technical work experience
Strong Customer Service focus including experience meeting and exceeding needs of both internal and external clients
Strong, current working knowledge of Pearson VUE products and solutions
Advanced understanding of relational database concepts
Knowledge of IT and network architecture
Outstanding written, verbal and interpersonal communication skills
Must possess leadership, problem-solving, time-management, planning and project-management skills
Effective problem solving skills and troubleshooting skills

Equities Technical Support Analyst Resume Examples & Samples

Provide first and second line support for a suite of applications covering Trading, Risk Management, Pricing, Quoting and Derived Market Data applications
Analyse problems, identify solutions and implement process improvements
Work closely with Trading, Quants and Developers to assist in driving change
Change/Release management
On-site support (07:00 - 19:00) on rota basis. Out-of-hours batch monitoring and occasional weekend work will also be required
Experience of working in a Front-Office environment
Experience of trade booking, pricing and risk management systems within Equity Derivatives business area
Excellent communication skills - the ability to interact effectively with both technical and non-technical users
Strong analytic and technical problem-solving skills
The ability to own issues through to resolution
Good knowledge of relational databases - hands-on experience with SQL and Stored Procedures
Knowledge of basic scripting (Shell, Python, Java, C# etc)

Analyst, Technical Support Resume Examples & Samples

Participates in a host of product introduction/lifecycle coordination meetings. Documents and shares resulting communication with internal operational teams. Assists in budget planning and automation opportunities
Performs weekly and monthly reports describing, in-depth, the plans for continued support of new product or lifecycle processes or technology improvements
Creates root cause analysis of speed or latency issues affecting customers' online service. Provides in-depth analysis of technical support data to improve efficiency, productivity, and customer satisfaction
Provides input into national process enhancement initiatives as well as metric and performance initiatives
Builds, maintains, and formats the database for Technical Support-essential information
Performs advanced-level network diagnostics to identify and resolve network configuration issues
Reviews escalations of operational issues (outages, volume customer trouble ticket issues, etc.) Prioritizes and triages issues through root-cause analysis testing and recommends solutions

Unix SQL-technical Support Analyst Resume Examples & Samples

Provide Level 1 & 2 support to internal business teams
Prioritize workload, provide timely and accurate resolutions
Perform in-depth research and identify sources of production issues
Effectively perform root cause analysis of issue and report the outcome to the manager
Ensure application availability to the client with minimum downtime
Bachelors degree in computer science or equivalent
4 – 6 years experience in UNIX, SQL, ETL, Informatica, Java, Oracle, Sybase and scripting skills
Strong team player within a global organization
Demonstrate sound analytical and diagnostic skills dealing with issues that are not readily defined and/or conflict with available information, ability to reach sound decisions quickly

Technical Support Analyst, Help Desk Resume Examples & Samples

Possesses a university degree/college diploma in Business or Computer Science or equivalent
1-3 years Frist level Technical support experience
Completion of the appropriate industry accreditation or certification i.e. ITIL, MCP
Demonstrated basic knowledge of supported products and platforms
Demonstrates knowledge on support for organization and function
Displays strong knowledge on the following but not limited to (Windows 2000, Windows XP, Windows NT, Active

CSO Technical Support Analyst Resume Examples & Samples

Build and maintain databases in Microsoft Access and QuickBase
Manage store data base (master file) and monitor QMC techs to ensure QMC surveys are scheduled within the appropriate time frame. Provide important feedback for QMC providers to be able to manage QMC time and routing in the most cost effective manner
Troubleshoot, track, and resolve QMC technician survey errors. Provide performance feedback via monthly QMC technician error reports to QMC providers and McDonald’s customer operations managers
Serve as contact person for QMC auditors by providing them with QMC technician schedules and QMC results on a regular basis
Assist QMC providers in researching unpaid survey work orders and forward legitimate work orders to invoice operations for payment processing
Monitor QMC technicians to ensure surveys are performed as scheduled. Work with QMC providers regarding delinquent surveys and timely transmission of surveys
Creates reports needed from multiple operating systems (e.g. KOMOST, AS400, Business Objects)
Manages and reports on all labor credits that have been adjusted
Creates Microsoft Access and QuickBase databases to support special projects that allow for smooth implantation and reporting
Knowledge of Coca-Cola computer systems- e.g. Central Service, AS400, Showcase, Neterprise
Proficient ability to multitask
Ability to stay focused and self-motivated to complete day-to-day responsibilities

Analyst, Technical Support Resume Examples & Samples

Provides in-depth analysis of technical support data to improve efficiency, productivity, and customer satisfaction
Participates in product implementation coordination meetings; aggregates and disseminates information for learning across Technical Support centers and field engineering
Builds, maintains, and formats the database for Technical Support-essential information created and stored in the national document repository for communication and dissemination
Assists in the creation and development of analytical tools, processes, or provisioning system solutions. Performs root-cause analysis, enhances automation, and develops operational metric strategies
Advanced proficiency with MS Office Products primarily Excel
Using the IF, SUMIF, and ROUND functions
Using the PMT function
Using the VLOOKUP, MATCH, and INDEX functions
Using data tables to project values
Validating data
Using database functions
Creating, rearranging, and formatting PivotTables
Creating PivotCharts
Importing data from and exporting data to text files
Importing and exporting XML data Using Microsoft Query and Web query Using Goal Seek and Solver
Installing and using the Analysis ToolPak
Creating scenarios and views Running and recording macros Editing VBA modules
Creating custom functions
Applying conditional formatting to represent data graphically
Inserting and modifying SmartArt graphics
Experience with Structured Query Language (SQL) a plus

Technical Support Analyst, Senior Resume Examples & Samples

Efficiently troubleshoot and resolve complex problems in a highly technical environment. Customer issues may be related to database performance, code defects, application configuration, networking, platform, hardware configuration, etc
Must be able to manage time and prioritize an individual open case queue
Thoroughly document all research and communications utilizing a case tracking system
Regularly update customers on ongoing troubleshooting and resolution efforts
Document and report application defects to Development teams
Develop and maintain effective relationships with Development teams and customers
Participates in technical training programs and self-directed learning; stays informed of new technology
Assists with process improvements
Coaches/mentors others
Three years of strong technical and troubleshooting experience, including the ability to work under pressure and “think outside the box,” diagnose log files, simulate problems, etc
Familiarity with databases and their utilization
Knowledge creating/running SQL queries
Working knowledge of Microsoft Word and Excel
Five years of related technical support experience
Experience interpreting source code. Programming skills not required, but would be beneficial
Experience implementing and supporting payments solutions in a banking or retail environment highly desired

Senior GCC Technical Support Analyst Resume Examples & Samples

Execution of duties in such a fashion as to deliver accurate and precise information so that risk to both the customer and the CME Group is minimized. Primary duties would pertain to the support and troubleshooting of: connectivity, FIX protocol, market data, trading engine functionality, performance issues, along with developing and improving existing monitoring and data analysis tools
Managing customer interactions to deliver excellent service on a consistent basis regardless of type of interaction or level of complexity in timely, accurate & professional manner
Identifying and quantifying potential areas of improvement in both application and platform as well as customer experience. The ability to work across functional groups to improve and resolve any such issues
3-5 years supporting customer facing applications L1/L2 in a production environment with proven customer service skills
3+ years of Linux/Unix command-line experience
3-5 years of technical support in a production environment or application development experience
3-5 years Futures and Options industry experience is preferred
Understanding of how systems/components work together (i.e. OS, applications, network, database)
Java and middleware technology knowledge
Proficiency in all MS Suite application
Hadoop knowledge a plus

Technical Support Analyst, Senior Resume Examples & Samples

Strong working understanding of web applications
Requirements gathering/analysis skills
Experience working directly with customers
Language experience desired is C#, ASP.NET, Java Script and jQuery
Knowledge of .NET and SQL Server, IIS, web development
Strong knowledge of networks including VPN’s, VM servers, load-balancing and terminal services is required
Excellent organizational, time management, problem solving and decision-making skills
Ability to perform successfully in a high-pressure, fast-pace working environment
Ability to work independently with little direction
Careful attention to detail in all aspects of the job
Strong communications skills. This position requires extensive interaction on the phone and by e-mail with our clients, third-party vendors, and other employees
Knowledge of C#, ASP .NET
Proficiency with software development tools like the following: Microsoft Visual Studio, Microsoft Visual Source Safe, Araxis Merge (or another text file comparison tool), Microsoft SQL Enterprise Manager and Query Analyzer
Experience delivering high volume, mission critical web sites such as Online Banking
Previous experience conducting training sessions in varied formats
Familiar with Credit Union host data systems such as Symitar, OSI, and Summit
Previous work experience with the banking and financial industry as it relates to Internet home banking applications is a plus
Percentage/frequency of travel

German Technical Support Analyst Resume Examples & Samples

First point of contact for various provisioning/registration systems, training system sales portals, etc. account support including registration and access assistance
Troubleshoots users' access issues by having comprehensive practical and theoretical understanding of the applications
Supports sales team by developing and maintaining positive customer relations with clients/customers, which can substantially affect service and/ or product revenue(s)
Reports and escalates issues through appropriate channels, effectively communicating information with the applicable team(s) to ensure constant improvement of processes and support
Typical issues include login ID retrieval, account update, content feedback, FAQ related questions, providing registration instructions, escalating technical issues to IS&T, forwards to appropriate department, mass account updates, and more
Consistently provides prompt, reliable, and accurate information to users. Identify opportunities for improvement to support process
Participate in projects and testing efforts related to support
Candidates should have previous experience in user system support including outstanding communication skills, strong work ethic, great attention to detail, and exceptional customer focus
Prior experience in a production application support role troubleshooting, analysing and providing root cause analysis
Using an IT service management system for tracking technical support cases
Experience using a user support tool that allows for two way email communication with users, categorisation of issues, managing a queue, reallocating tickets etc
Fluent in written and spoken English for business
Fluent (written and spoken) in French OR German
A passion for providing customer service
Excellent written and verbal communication skills to ensure quality of product and service on a regular basis as candidate will communicate with the customers (internal & external)
Strong organisation and time management skills
Proven competence in owning tasks, follow through, sharing information, and contributing to a collaborative environment
Proven ability to work independently, efficiently exercising good judgement under deadline(s)
Strong conceptual and process-focused thinking abilities
Must be flexible and willing to work weekends, some holidays and rotating on-call schedule

M HIS Technical Support Analyst Resume Examples & Samples

Analyze and recommend alternative solutions to meet customer needs
Required to provide after-hours on-call support as necessary
Train existing staff on pertinent issues relating to OS, Citrix, Networking, etc where necessary
Associate’s Degree or higher from an accredited university
Two (2) year technical degree or higher from an accredited institution OR minimum of two (2) years of computer systems technical experience in lieu of the education requirement
One or more (1+) years of experience with IIS, Windows Server OS, Windows 7, Citrix/TS, VM
Must be able to work independently as well as part of team
Technical Certifications
Minimum of one or more (1+) years of SQL database experience
Minimum of one or more (1+) years of LINUX/UNIX OS experience
Experience with troubleshooting hardware

Analyst, Technical Support Resume Examples & Samples

Intermediate level knowledge of PC software applications and strong understanding of PC operating systems
Well-organized, detail-oriented, and able to handle a fast-paced work environment
Ability to complete multiple duties with accuracy shifting from one to another with frequent interruptions and competing deadlines

Afit Technical Support / Research Analyst Resume Examples & Samples

Guiding technical teams through applied research projects
Teaching graduate level courses
Participating in technical committees and peer-reviewing journals, technical documents, and conferences
Participating as a committee member for thesis research
Developing and document research to include tools, documentation, research summaries, and presentations
Developing decision support software tools and dashboards for research
Developing software to implement mathematical models to be transferred from graduate research proof-of-principle implementations to production implementations useable by Air Force operational customers
Providing technical writing assistance for research document preparation and submission
Assisting with program management of research program
Support the completion of technical reports, research summaries to include (annual reports and ad-hoc requests of faculty to report research conducted for specific sponsors)
Develop and provide outreach material related to the organizationally funded research

Afit Technical Support / Program Analyst Resume Examples & Samples

Provide technical support as required
Providing networking and system administrator support
Providing standard computer systems, application, software, and operating system support
Providing help desk support; ensuring problem tickets get serviced efficiently and effectively
Developing and maintaining and updating SharePoint sites and a general website
Managing and accounting for and assisting in issuing and turn-in of computer hardware
Managing, organizing and tracking software in accordance with Air Force and AFIT regulations
Managing software requirements associated with research operations at AFIT
Coordinate on all software acquisitions and assist with purchase documentation
Send user agreements and software CDs as requested to DOD agencies and approved industry partners
Managing and operating VTC equipment
Resolving compatibility problems in transferring text and/or data from one software packages
Developing tracking databases to establish, and update current office procedures and records for tracking of projects, special events, and research reviews, including items such as budgets, schedules, personnel, publications, equipment purchases, and sponsors

Mainframe Technical Support Analyst Resume Examples & Samples

Perform daily system health checks
Monitor mainframe environment and all its subsystems
Perform basic storage administration and maintenance tasks
O o Allocate DASD Space
Two to five years of relevant work experience
Microsoft Office and ability to adapt to ESI proprietary systems
Ability to adapt in a dynamic work environment, learn quickly, solve problems and make decisions with minimal supervision
Excellent verbal and written communication/presentation skills
Demonstrated ability to coordinate people and teams cross functionally to resolve complex issues with designated time frames

Service Technical Analyst Computer Operations Support Resume Examples & Samples

Provide first level technical support to the warfighter and perform initial troubleshooting of all local C2BMC hardware, software and networks
Document and report all events/issues to the C2BMC Watch Officers (CWO) and receive tasking and direction from the CCC for all operations, test & real world events
Assist in all hardware/software installations as directed by the local SMEs and create and maintain user accounts as directed by the local ISSO
Perform all keymat updates/crypto loads to all PACOM C2BMC COMSEC devices and perform physical inventory as needed
Perform other related duties and assignments as required
Troubleshoot hardware and software components
Proficient in Microsoft Word and Excel

Assoc Technical Support Analyst Resume Examples & Samples

Researches and resolves ACI customer reported issues via phone, email and SalesForce ticket management system on ReD Shield software
Gather data, tests and replicates problems
May install application and troubleshoot failure of installations
Reports design, reliability and maintenance problems or bugs to design teams and application development
2 – 4 years of related technical support experience
Bachelor’s Degree in Computer Science, Management of Information Systems or a related technical degree
Experience with general networking concepts
Experience with Unix and Linux operating systems
General knowledge of Java, C# or C++ programming languages

Technical Support Engineer / Analyst Resume Examples & Samples

Experience supporting or using Kronos products, in Windows and /or UNIX environments
Database experience with MS SQL and Oracle platforms, and the ability to configure database servers to support Kronos installations, including creating required table spaces, security, and performance tuning parameters
Experience and demonstrated ability in conflict resolution and customer service techniques

Service Technical Analyst Computer Operations Support Resume Examples & Samples

Experience in system and/or network administration (Linux & Cisco)
Troubleshooting complex hardware/software systems
Operations and maintenance of large-scale computer and communications systems/networking environments
A least 3 years course work or experience in Windows or UNIX computer applications

Medicare Enrollment Technical Support Analyst Resume Examples & Samples

Perform in-depth research and creative problem analysis and execute advanced troubleshooting procedures to resolve complex issues
Proactively identify and address issues
Review, write, and analyze SQL/PLSQL query statements
Identify areas for improving system and/or network performance
Analyze and interpret application logs and/or traces for multiple products and/or architecture components to assist in the identification of problems
Serve as a resource and point of escalation for complex issues or situations and may act in a project leadership capacity for smaller-scaled projects
Work collaboratively with customers and/or developers through problem resolution
Coach less experienced analysts in product competencies
3+ years of related work experience in technical support or application support
Strong customer support experience required
Ability to write PL/SQL and SQL scripts from scratch using SQL Developer
Experience with healthcare and enrollment, including CMS and Medicare
Prior experience with MarketProminence helpful

Trader Support Analyst Technical Support Resume Examples & Samples

End user support for all desktop, mobile device and network related issues within a large network, including hardware, OS, standard and proprietary software and printers
Technical support to remote users connecting to the corporate network via Citrix or VPN
Organization, coordination and execution of user and equipment moves. Must have the ability to lift and carry 30+ lbs
Preparation, delivery and installation of new equipment
Documentation of work performed through a ticketing tracking system and mobile device app (smartphone required)
Working closely with other team members and other teams to resolve technical issues
Working closely with end users to provide timely, workable solutions to technical problems
Escalating and communicating any issues that need management attention and problems that impact many clients
Must work a flex schedule, including all holidays and be a part of the on-call duty rotation
Windows 7
Windows 10
PC and printer hardware
Personal Mobile Device (iPhone & Android) Active Sync support
Microsoft Office 2007 and 2010
Remote access, including Remote Desktop Connection, Citrix and VPN
Active Directory/Group Policy
TCP/IP
Trading Applications, including Reuters, ICE and Bloomberg
The ability to work quickly and efficiently, including prioritization as needed
Troubleshooting all aspects of Windows 7, Microsoft Office, Internet Explorer and proprietary software
Excellent customer service skills and focus
Ability to troubleshoot all aspects of network connectivity
Ability to work independently with minimal supervision
Ability to work as part of a cohesive, highly skilled and motivated team

Tape Product Technical Support Analyst Resume Examples & Samples

Tape libraries and tape drives from StorageTek/Sun, IBM, HP, Quantum, ADIC, etc
Fibre Channel HBAs and drivers
SAN switches and FC-SCSI bridges/routers
Operating Systems (Linux, Solaris,HPUX, AIX, etc.)
Excellent verbal and written English Language communication skills
Ability to successfully handle difficult situations
Excellent interpersonal skills, customer focus and good organizational skills

Tape Product Technical Support Analyst Spanish Resume Examples & Samples

Technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics
One year prior working experience with Oracle hardware products (or at least two years of relevant technical experience)
Transport technologies such as Fibre Channel, SCSI, ESCON, FICON, SAS (Serial Attached SCSI)
Virtual tape technologies such as Oracle's VTL, VSM, or other mainframe virtual tape ie. IBM
Excellent verbal and written English & Spanish Language communication skills
Strong problem solving and trouble shooting skills

St Technical Support Analyst, IP Telephony Resume Examples & Samples

LAN and WAN data networking architectures and routing protocols
IP Telephony products from vendors, such as Cisco, Juniper, Ericsson, ALU, ACME, Oracle, or Tekelec
VoIP testing and troubleshooting
Quality of Service, including IP QoS, End to End QoS, MPLS, and DiffServ

Technical Support Analyst / Associate Resume Examples & Samples

Researches and resolves ACI customer reported issues via phone, email and SalesForce ticket management system on ReD and PAY.ON applications
Consults with and coordinates the efforts of more senior level technical resources to resolve customer issues and questions in a timely basis
Ability to participate in an on call rotation as needed
5+ years of related technical support experience
Degrees in Computer Science, Management of Information Systems or a related technical degree highly preferred
Experience with SQL, specifically TSQL
Technical certifications highly preferred
Payments or Financial Industry experience

Technical Support Analyst, Senior Resume Examples & Samples

3 + years of experience with setting up communication equipment and supporting communication equipment for deployable C2 programs, including DJC2 or other deployable C2 programs of a similar level of scope
3 + years of experience with managing IP over SATCOM using iDirect or equivalent FN-TDMA hubs, voice over Internet (VOIP) gateways, call managers, performance enhancing proxies (PEP), and telephony systems
Ability to submit SAR/GARs, SAA/GAAs, and plans for mission, exercise, and contingency planning for communication equipment
Ability to maintain competency in the operation of items, systems, software suites, networks, and processes that comprise the DJC2 environment
Ability to communicate with peers and clients effectively
Possession of excellent oral and written communication skills
BA or BS degree in an IT field

Desktop Technical Support Analyst Resume Examples & Samples

Support and train others to support Itron systems including monitoring, diagnostics, troubleshooting, and repair
Help in defining system hardware and software specifications and configurations
Design, implement, upgrade, test and troubleshoot systems and applications at Itron and customer locations
Define and maintain system standards, reliability and performance requirements for Itron production operations
Help to propose and implement system and application enhancements
Administer and train others to administer production systems and applications, and document configurations and procedures
Work with internal and external customers, vendors and other support technicians to determine and implement adjustments to achieve optimum system performance
Document, report, track problems to appropriate vendors or departments. Perform necessary follow up to ensure quick resolution

Technical Support Analyst, Senior Resume Examples & Samples

3+ years of experience with setting up communication equipment and supporting communication equipment for deployable C2 programs, including DJC2 or other deployable C2 programs of a similar level of scope
3+ years of experience with managing IP over SATCOM using iDirect or equivalent FN-TDMA hubs, Voice-Over Internet (VOIP) gateways, call managers, Performance-enhancing Proxies (PEP), and telephony systems
Ability to submit SARs, GARs, SAAs, or GAAs and plans for mission, exercise, and contingency planning for communication equipment

Sparc Product Technical Support Analyst Resume Examples & Samples

Provide telephone and/or web post-sales SPARC/Solaris support in German and/or Italian and English
Facilitate resolution mediating between Oracle Technical Support key resources and the customer in a timely manner
When necessary, escalate calls to the appropriate level of support with complete and accurate information
Effectively prioritize workload and manage list of outstanding customer queries
Act as a technical resource to peers as needed to help resolve customer problems for your area of expertise
Understanding of the concepts of technical support including respond to customer issues within deadlines, with great communication skills
Sun/Oracle Certified System Administrator, Sun/Oracle Certified Network Administrator, or equivalent certifications will be a plus
X86/x64 Servers, Linux administration, Network, Storage, Cluster concepts and troubleshooting knowledge will also be positively evaluated

Technical Support Analyst UK Resume Examples & Samples

Accurately log, document and progress customers issues to resolution, maintaining case ownership at all times
Work to established SLAs whilst providing regular feedback to customers
Providing root cause analysis as required for the customers issues
Networking - TCP stack, HTTP, SOAP, Wireshark, NetMon, ODBC, XML
VMWare or Hyper-v - Machine installation, monitoring or management
Windows Performance Monitoring
TextPad or NotePad++ type applications for logfile analysis
Scripting - VB, Perl, PowerShell, command line

Technical Support Analyst Ccxm, Vxml Resume Examples & Samples

Take ownership for front line service and support to internal and external customers
Provide work support and guidance to less senior Customer Support Engineers
Working knowledge of main Aspect products and strategy
Understanding of PCs, Networks, OS platforms, databases, telephony, software applications
VXML, CCXML, SIP, Web services, App Dev, Switching, Speech Recognition and Text to Speech, Experience with Cloud and Hosted Technologies

Senior Analyst Technical Support Resume Examples & Samples

Retail/POS store support (remote) -- Software (70%), hardware (30%) support of all Point-of-Sale
(POS) software and equipment (including peripherals such as cash drawers, receipt printers, credit card processing devices, etc.)
Analysis of tickets/calls to find root cause, then follow through to full resolution
Performs pro-active analysis on issues identified to pre-empt future recurrences
Document problems, changes and corrections according to operational procedures
Cascade information in the form of procedures, feedback and coaching to 1st and 2nd level Technical Support team members on repetitive issues resolved by the Level 3 team
Evaluate, test and implement new equipment into the production environment
Provide after hours and weekend support as required
MIS, CS or related technical degree or 3 to 4 years relevant experience demonstrating ability to analyze and resolve the root cause of critical hardware, software, network connectivity and database problems
Working knowledge of Windows 7 and networking
Knowledge of or ability to write basic to intermediate level SQL commands is required
Knowledge of general-purpose scripting languages, Power Shell, VBScript or Windows Batch Scripting
Knowledge on reading and interpreting Java text files
Ability to be in the on call rotation
Prior experience supporting POS implementations including devices/peripherals, credit authorization processing and wired/wireless store networks across multiple sites highly desirable

Technical Support Analyst, Mid Resume Examples & Samples

4+ years of experience with NMCI computer services and accounts
Experience with providing technical support to end-users
Knowledge of Microsoft Office
Experience as an NMCI ACTR
Ability to pay strict attention to detail
BS degree in Computer Science
Security+ Certification

Technical Support Analyst Dubai Innovation Center Resume Examples & Samples

Responsible for all maintenance and troubleshooting of all AV and technology in the Innovation Center
Point person for integration and implementation of new AV and all technical tools/resources within the Innovation Center. Responsible for set up and tear down of Innovation Center equipment prior to and after engagements. Track and maintain updates and version changes to all AV and content management systems
Prioritize, review and schedule all engagement technical requests. Be the technical support to the entire Innovation Center team – plan and prioritize all technical functions of the Innovation Center
Work closely with other departments and vendors that support engagement operations (Facilities, IT, Security, outside vendors). Source and manage all supporting outside technical services to the Innovation Center
Be able to work a flexible schedule occasionally in order to support events that take place in the early morning or evening (advance notice is provided)
Ensure the Innovation Center meets expectations with regard to appearance, cleanliness, organization, functionality and overall quality experience
Assist with Briefing Centers Demo Studio and Innovation Center improvements and upgrades
Other duties and special projects as assigned
Bachelor's degree and/or at least 8 years of relevant Professional experience preferred
Knowledge, Skills and Attributes
Strong organizational skills with the ability to prioritize and manage multiple tasks simultaneously; time management skills are critical
Diverse advanced knowledge of IT infrastructures and networks
Ability to anticipate the needs of the department and customers
Demonstrated ability to problem-solve
Familiar with multimedia applications such as the Adobe Suite and Final Cut
Demonstrated ability to work in a fast-paced work environment; sometimes under pressure
Enthusiasm for learning and willingness to go above and beyond

Technical Support Analyst, Retail Resume Examples & Samples

Excellent troubleshooting skills, problem solving and analytical skills
Good working experience with Oracle database, SQL*Plus, PL/SQL, Oracle Forms and Java technologies
ADF experience / knowledge will be a plus
UNIX/Linux operating systems knowledge
Experience with Oracle Retail Merchandising Suite of Products will be a plus
Previous Customer Support role, or Customer facing experience
Good communication (written and oral) and interpersonal skills
Ability to manage escalated technical situations & develop action plans

Technical Support Server Senior Analyst France Resume Examples & Samples

Providing telephone/email/chat and remote diagnostic technical support of servers and work closely with the customer until it is completely resolved
Document relevant information and ensure that the customer is communicated in a timely manner regarding the overall progress of their issue
Assist team members on complex technical issues and take ownership when needed
Identify pro-actively technical knowledge gaps among the Team and build action plans to address
Drive close collaboration with L3 and above on all technical items for the Team
Lead Team technical capabilities and readiness vs products scope (NPI)
Drive RCA and action plans to ensure targets triggered by Team technical expertise are met
Ensure own technical expertise and development through training and certifications on a regular basis
Detect and coach experts on the key specialization for Server in line with the certification strategy
3+ years of successful advanced server support
Solid and proven technical expertise on Server environment
Strong communication skills in a multicultural and complex environment
Capacity to go beyond and understand overall organization strategy

Information Technology Technical Support Analyst Resume Examples & Samples

Experience in installing operating system images on desktops, laptops and Panasonic devices
Experience in configuring and supporting multi-functional printers
Identify trends in service requests and implement changes in order to make improvements

Analyst SAP Technical Support Resume Examples & Samples

Provide daily, sound support with respect of minimizing user impact
Communicate system irregularities to the appropriate parties
Recommend user friendly solutions, when appropriate
Responsible for troubleshooting system issues as it affects the users
Assist stations and hubs to determine best solutions for users, traveling, when necessary
Escalate significant issues impacting users
Provide real-time support, as necessary
Coordinate and facilitate root cause analysis for system defects that impact application reliability
Outline containment activities and short term alternate solutions as stop gap until corrective action is fully implemented
Identify and resolve high priority and high profile performance issues
Seek out action plans and recommend actions to improve operational performance
Provide support as an analytical resource
Complete other related duties and responsibilities, as assigned, in order to achieve departmental objectives
Must be able to work shift work and holidays in a 24/7 operation
Knowledge of AA's Supply procedures with a background in Inventory Control/warehousing and Purchasing is desirable
Knowledge of SAP/SAFE is desired but not mandatory
Must be able to communicate in a calm, effective and concise manner in stressful situations

Technical Support Knowledge Analyst Resume Examples & Samples

Learns Kronos specific structure, personnel and concepts
Applies company policies and procedures to answer customer and staff queries within Community
Meets an SLA (service level agreement) in responding to customer and staff posts within the Community and follows standard practices and procedures in seeking out assistance with specific questions
Contact with others is divided between internal and external. Normally receives detailed instruction on daily work, and supervision on secondary tasks

Recovery Technical Support Analyst Resume Examples & Samples

Monitor the telephony environment to ensure that it is functioning as designed. Liaise with Electronic Banking Support Services (EBSS) and Contact Centre Technologies (CCT) to resolve any issues as quickly as possible
Provide first line support for the unit’s computers by trouble shooting software and hardware problems
Escalate and document all other issues to the appropriate parties (Managers and Senior Managers) following through to satisfactory resolution
Review and analyze a broad range of information from a variety of sources within the technical environment (telephone switch, dialer, scheduling software) providing Management with statistics/recommendations that maximize Centre efficiency and effectiveness
Preparation of monthly, quarterly, semi-annual, and annual report(s) detailing team and individual Key Performance indicators and productivity results
Assist in evaluating/measuring the performance of the Customer Relations Officer by conducting reviews, tabulating individual performance statistics on the utilization of the Bank’s computer assisted collection systems, and assist the front line management in meeting individual objectives/goals in attaining optimum productivity and effectiveness levels of performance
Strong communication skills to deal with various departments and levels of management
Strong influencing, negotiation and persuasion skills when communicating decisions to Management
Strong technical understanding of voice, video and data

Ncis SME Technical Support Analyst Resume Examples & Samples

5) Intermediate level working knowledge of three of the following routing protocols: EIGRP, BGP, OSPF, RIP
6) Any of following Industry Certifications are highly preferred*
1) Highly assertive communications skills, commanding personality. Ability to engage a large audience and lead the discussion with clear, articulate, and highly assertive communication. Must be aggressive but also professional. Must show confidence in all communications so that key stake holders are not doubtful of the information being communicated
2) Effective prioritization skills and high energy. Ability to work in a fast-paced network operations environment. Ability to work under pressure with conflicting priorities and a fluctuating and potentially voluminous operational workload
3) Ability to articulate technical information to large audience with various levels of technical knowledge base, including a business management audience that may lack a deep technical understanding of internetworking technology solutions. Ability to drive communication between business leaders and IT. Must exhibit sound and comprehensive communication and diplomacy skills to exchange complex information with inherent confidence
8) Demonstrated technical competencies and history of increased responsibilities during previous three years. Strong dedication towards continual growth and self-improvement including year-over-year progression in industry certifications and overall technical proficiencies and knowledge base
13) Perform complex network failover during internet service provider threat scenarios. This requires an immediate readiness, knowledge and understanding of varying threat scenarios from the "wild", how Citi's complex internet pods (Citiplex) operate and advanced knowledge of routing protocols and vendor specific mitigation strategies
15) Escalate issues to Level 3 and SME teams when necessary as determined by technology, business impact, risk and type of scenario. In addition, certain issues must be escalated to the shift manager on-duty immediately
16) Assist business customers, integration and engineering on medium to complex issues and provide configuration assistance as required. This can include failing network components for COB events, critical circuit troubleshooting, capacity planning by configuring network spans or review with vendors on issues seen by engineering in lab scenarios. In addition log captures and technical documentation are required in incident tickets both internally and externally to Citi in order to document clear incident path to resolution including various escalations that may be required
17) Participate in formal and informal cross skill training from colleagues, industry experts, vendors, Citi Level 3, Citi SME's, the build team and leverage on the job learning from peers. Provide informal training for tier II technicians regarding hardware, software and design best-practices
Python (Openpyxl, Twisted Matrix)
HTML, CSS, vbscript
SQL (J-query, Chart-OS)
Working knowledge of scripting languages and other web development tools a plus."

Ncis SME Technical Support Analyst Resume Examples & Samples

2) Expert level working knowledge of enterprise TCP/IP communications (IPv4, QoS, IPSEC, etc)
4) Expert working knowledge of Cisco routers and switches, WANs, (T1, T3, MPLS)
5) Expert working knowledge of three of the following routing protocols: EIGRP, BGP, OSPF, RIP
6) Expert knowledge of network protocol analysis using industry standard toolsets such as Niksun NetVCRs, Ethereal Wireshark, etc. Familiarity with Netflow data exports and data collection/analysis
7) Expert knowledge of IPSLA probes, application specific network performance analysis, and TCP/IP optimization mechanisms for maximizing application performance across enterprise networks
8) Expert knowledge of common security threats facing enterprise networks including DDOS (Distributed Denial of Service) and various defensive mechanisms and threat mitigation strategies
1) Highly assertive communications skills, commanding personality. Ability to engage a large audience and lead the discussion with clear, articulate, and highly assertive communication. Must be aggrsessive but also professional. Must show confidence in all communications so that key stake holders are not doubtful of the information being communicated
2) Effective prioritization skills and high energy. Ability to work in a fast-paced network operations environment. Ability to work under pressure with conflicting priorities and a fluctuating and potentially voluminous operational and project based workload
9) Strong analytical, organizational, written and interpersonal skills"

Technical Support Analyst, Mid Resume Examples & Samples

Experience with supporting Microsoft technologies
Experience with software development, Agile methodology, and working with clients in a fast-paced environment
Experience with supporting Microsoft Dynamics CRM
Experience with supporting Microsoft SharePoint
Experience with Code repositories, defect tracking, and testing software
Ability to commute to the Charleston, SC area

Mainframe Technical Support Analyst Resume Examples & Samples

Responsibilities of the Technical Support Operations Analyst include the initialization, monitoring, problem determination and resolution of the mainframe computer systems
In addition, the candidate is responsible for the identification and specification of the operational availability of the computer systems
The Operations Analyst position is staffed seven days a week 24 hours a day, including holidays
Analysts work a 7x24 schedule of 10 days on and 4 days off
Thorough understanding of mainframe computer operations and working knowledge in JES2/3 environments
Excellent technical knowledge of installed computers and peripheral equipment
Operations-related knowledge of mainframe production features and communications networks
Effective written, oral communication and interpersonal skills
Interface with various technical support staffs, vendors, users, and management to report and resolve operation-related problems
Demonstrated record of self-motivation and dependability
Bachelor degree in Computer Science or related technical discipline, including courses in computer concepts and techniques

Technical Support Engineer / Analyst Resume Examples & Samples

Take personal ownership of technical issues over multiple days, remaining the single point of contact throughout the entire issue resolution
Identify and solve issues using a variety of methods including SSH, WebEx, web interface, telephone, and email
Provide Business to Business (B2B) technical support for Sutherland customers
Answer tickets submitted by the Client organization regarding software issues such as Windows, Active Directory, Linux, UNIX, Solaris, etc
Resolve complex issues relating to web and security applications requiring a broad range of troubleshooting skills related to: software functionality, application server setup, database management, data analysis, operating system configuration, system configuration, performance tuning, installation, migration, and upgrades
Provide superior customer management inclusive of excellent communications, responsive follow through, and advocacy for customer issues within internal departments
Prioritize numerous issues of varying severity, and effectively manage the resolution of all issues within acceptable service levels
Collaborate extensively with peers, Program Team, Account Managers, and members of the escalation team to resolve issues while actively contributing to a growing knowledge network
Work to improve the effectiveness of our team and the information available for our customers
Post-secondary education in a technology-related discipline
1+ years of previous support-related experience
Experience handling technical support issues in an enterprise environment over the phone
Experience with the Linux/UNIX/Solaris Operating System
Working knowledge of IIS and/or Apache web server
Experience in troubleshooting Server-related issues
Experience with Sendmail, SSH, CVS, MySQL, and Perl
Knowledge and hands-on experience with the following: Windows Server 2008/2012 Server, Windows XP/7, ActiveSync, Lotus Domino Server and/or Microsoft Exchange Server 07/10/13, Microsoft Office 365, and/or Novell GroupWise, Lotus Notes Client and/or Microsoft Outlook, and/or Apple OS/X environment, Apple sync services and how it functions, Android/iOS device support
Knowledge of wireless networks
Knowledge of TCP/IP, DHCP, Network Connectivity, OSI, LAN/WAN
MS Administration experience
Working knowledge of system and database administration principles
Understanding of Internet application technologies including; HTML, XML, Internet protocols, networking, firewalls, Web Server configurations (WebLogic), Internet application architectures based upon Java technology, and Internet Security

Technical Support Analyst, Mid Resume Examples & Samples

Experience with software development, Agile methodology, and working with clients
Ability to work in a Fast-paced environment
Experience with code repositories, defect tracking, and testing software

Associate Infrastructure Services Analyst Technical Support Resume Examples & Samples

Delivers high-quality, rapid and relevant client service and education in support of basic issues, programs and projects for multiple sites
Manages component level issues and problems, changes and requests; leveraging cross functional teams to drive rapid remediation
Assists with proper categorization and prioritization for each issue throughout the appropriate lifecycle
Performs validation of issue or condition reported; determines course of action and communicates with other required parties to replicate, test and deploy solution
Coordinates responses to issues and applies resolution directly, if expedited response is required to minimize business and financial impact
Responds to internal and external audit by collecting data evidence as requested
Maintains appropriate, required documentation supporting key processes and procedures, issue histories and remedies, workflows, troubleshooting guidelines
Uses appropriate basic data and instrumentation to identify trends and root causes and applies solutions, while minimizing any negative effect
Collects and analyses data (evidence, test results, performance data, issue reports, financial, etc.) in order to identify and correct underlying issues or escalate the problem to the relevant team
Determines sufficiency of controls, processes and workflow. Validates process' accuracy and monitors process compliance
Applies basic project coordination principals, skills and best practices
Develops relationships and assists in leveraging contracts to provide for improved financial performance
Support the creation and maintenance of business continuity or IT disaster recovery plans

Computer Technical Support Analyst Resume Examples & Samples

Manage computer operations on a large-scale computer system or a multi-server local area network and according to production schedules
Assist customers experiencing problems with accessing or using computer resources as they apply to the Radar Training Facility
Resolve routine non-technical problems following documented procedures and escalate issues as they arise to the correct personnel or group utilizing the current ticketing or tracking system
Scan student records and score Academy block tests
Resolve and/or coordinate the resolution of production-related issues utilizing established resources, vendors, and/or team members
Establish and follow regularly scheduled backups for existing servers and workstations utilizing the current backup media

European Backline Technical Support Analyst Resume Examples & Samples

Technically mentoring Frontline Support Analysts to ensure calls are accurately investigated and ensuring the cause and the symptom of problems are identified and resolved
Analysing and resolving complex product issues, using analytical, technical or programming skills
Guiding, advising and coaching both colleagues and customers on issue and problem resolution
Documenting solutions and producing written guidance on resolution steps and procedures
Leading the introduction of new Products into the support function, and working closely with management to increase the technical level of skills and competence of colleagues
Reporting issues and recommending process improvements to other teams to minimise queries and problems arising and to increase customer satisfaction levels
Regular deputising in the absence of the Team Leader Liaising with other CDK teams or departments to develop and to maintain high levels of customer service and effective
Advanced level of programming skills in an object orientated language such as C++, Visual Basic, Java or .Net
Experience with using UNIX
A background in development or providing software support
Demonstrable team working experience – working on joint projects or technical problems

Technical Support Analyst Workload Coordinator Resume Examples & Samples

Assists by coordinating work to agents in the specified SLA
Research files/documentation and gather data and provide reports and also analyze data and reports
Maintains files for production performance and any other necessary metrics
Follows instructions of superiors and advises them of difficulties or deficiencies that may prevent the timely completion of duties
Keeps constant communication with the team management, act as an escalation point of contact
Should be able to have meetings with the customer and explain data
Identify top applications impacting the ticket queue
Driving the efficiency and effectiveness of the Incident Management, Request Management, and Cost Control process
Work on ticket flow to track and drive advise for improvement
Publish, update and review Knowledge base articles
Technical University Degree

Operational Technical Support Analyst Resume Examples & Samples

Work with business segments to better define project requirements for development and implementation
Assesses and interprets customer needs and requirements
Identifies solutions to non-standard requests and problems
Solves moderately complex problems and/or conducts moderately complex analyses
Works with minimal guidance; seeks guidance on only the most complex tasks
2+ years of development or production support experience
2+ years of SQL database experience
1+ years of experience in SSIS
1+ years of experience in .Net
Available location: Eden Prairie, MN
Experience in Healthcare data
Bachelor's degree or HS diploma/GED

Senior Analyst, Technical Support Resume Examples & Samples

3-5 years of experience in
Customer service
A+ certification is required
Network+ certification is a plus
Advanced level knowledge of PC software applications and strong understanding of PC operating systems
Experience with a phone support and helpdesk environment
Knowledge of the following communication and connectivity systems required: Microsoft TCP/IP, networking protocols, network printing / printer troubleshooting, file sharing, Internet application connectivity
Track record of building and maintaining customer/client relationships

CTS Technical Support Analyst Resume Examples & Samples

Under guidance, deliver, move, and physically install all computing devices and related software including peripherals, operating systems, standard software and vendor software by following documented standards and procedures to provide equipment and service to the customers
Troubleshoot and resolve hardware and software problems by following documentation and by using appropriate diagnostic tools to provide solutions to customer
Follow procedures for reported problems by using the appropriate incident management software for problem recording and resolution to provide documentation of the problem and its resolution
Ability to work collaboratively in a team environment
Possess sound documentation skills

Technical Support Engineer / Analyst Resume Examples & Samples

Deliver and manage ongoing support services on Kronos’ Workforce Integration Manager and Workforce Connect Products
Effectively negotiate product issues between customers, service, support, engineering as well as third party solution providers
Bachelors Degree in a Computer Science or similar training required
Minimum of 5 years of Customer Service experience, preferably with a background in enterprise software support
Work well in a fast paced time sensitive environment
Experience with the Workforce Integration Manager, Workforce Connect
Expericnce with Workforce Application, WFSO, Activities, or Leave and Attendance a plus

Credits & Chargeback Technical Support Analyst Resume Examples & Samples

Performs SAP/VISTEX and EDI system set-ups, maintenance necessary to update records, specifications, and operating procedures of systems
Analyzes and validates the quality of the data exchanged between ABC and Supplier
Provides weekly, daily and monthly statistics on supplier's conversion status and production reports
Analyzes production reports for accuracy, inconsistencies and abnormalities in processes
Maintains account activities of EDI transactions and generates management reports
Communicates supplier's system changes to partners and internal users
Coordinates, maintains and publishes documentation related to departmental policies and procedures; Supports training initiatives as required
Responsible for trouble shooting any issues related to inbound/outbound EDI messages
Attends training seminars on EDI upgrades and enhancements
Provides support for the SAP/VISTEX Solutions as directed
Performs other duties and/or projects as assigned by Management
Strong understanding of SAP/VISTEX and EDI concepts
Strong analytical skills; ability to analyze data/situations quickly
Strong Customer Service skills and focus
Responsive to customer needs
Strong problem solving skills; ability to work through difficult tasks
Ability to perform tasks with a high degree of accuracy; thorough
The ability to exercise sound judgment and initiative
Resourceful in pursuing or recommending new ideas and/or procedures
Ability to implement processes resulting in satisfactory audit practices
The ability to work professionally with all department levels
Proficiency with Microsoft Excel, Word and Outlook

Information Technology Technical Support Analyst Resume Examples & Samples

60 to 89 semester hours credit will substitute for one year of experience or training in information technology or electronic technician work towards the baccalaureate degree
90 or more semester hours credit will substitute for one year and six months of experience or training in information technology or electronic technician work towards the baccalaureate degree
80% Retain total ownership of all reported network trouble or incidents. This includes, but is not limited to the following
Resolving Simple network incidents statewide
5% Performs all other tasks, special projects, analysis, studies, and plans as directed

Software Technical Support Analyst Resume Examples & Samples

Respond to phone support requests from Quantum partners and customers on Quantum device products and provide remote support
Gather problem descriptions, log files, configuration and analyze them in order to determine root cause of problems and finding solutions
To be responsible for problem ownership and when necessary to escalate issues to the correct technical or managerial level to ensure all customer problems are resolved in a short timescale
Order parts needed to resolve customer issues as needed
Report potential quality issues
Maintain accurate documentation of service event in the database
Ensure that all quality procedures and standards are followed

Analyst Technical Support Resume Examples & Samples

Two years’ experience supporting end users directly as part of a service desk
Demonstrated knowledge of supporting and troubleshooting Application, Endpoint and Infrastructure related problems
Technical knowledge and proven advanced troubleshooting focused on end user services (Windows, Office365, Adobe, Printers)
Intermediate experience supporting Citrix XenApp, XenDesktop, RDS and WYSE terminal environments
Provide outstanding customer service skills and have a strong IT troubleshooting knowledge
High degree of patience and ability to positively respond to frequent changes
Detail oriented and ability to manage ticket load, while improving processes and/or participating in projects
Ability to understand business requirements and recommend valuable solutions

Technical Support Analyst / Engineer Resume Examples & Samples

Manage and provide core database services to support applications
Work directly with the DevOPs, Technical Services, Customer Support and Application Development teams when troubleshooting issues or developing best practices
Develop tools to help Philips Wellcentive users conform to best practices when using Philips Wellcentive technologies
Troubleshoot and diagnose data related issues within various environments
Investigate and resolve data quality issues, including interface errors, missing data, corrupted data and missing mappings
Meet SLA’s and communicate with leadership team if dates cannot be met in advance to allow leadership team to assist or adjust priorities
Provide recommendations to management for programs to enhance customer satisfaction
Desire to grow professionally, accept new challenges, and proactively contribute ideas and solutions to a rapidly growing company
Maintain all assigned issues in Zendesk and JIRA
Server volume Management
Understand and review data files of various formats (delimited, HL7, CCD(A), X12 837) and provide meaningful feedback to third-party vendor and customer to drive resolution of identified issues
Recognize standard (LOINC, SNOMED, ICD9, CPT, etc.) and non-standard, custom terminologies common in healthcare data sources

Assoc Technical Support Analyst Resume Examples & Samples

Researches and resolves customer reported issues related to Postilion and RCS applications
Gathers data, tests and replicates problems
Answers questions related to application configuration and operation by testing, reviewing code (if available) and reviewing documentation
Consults with and coordinates the efforts of other technical teams to resolve customer issues and questions in a timely manner
SQL certification is a plus
Knowledge of Java is a plus
Knowledge of payments industry is a plus
Knowledge of Postilion payments software is a plus

Senior Office Technical Support Analyst Resume Examples & Samples

Provide Tier 2 support to front line support specialists
Manage and monitor the Office 365 tenants
Create and administrator user and service accounts AD group membership and Exchange mailboxes
Address client connectivity, client oftwre distribution and mobile installation issues
Minimum of nine (9) years of IT experience (at least six (6) years support relevant Microsoft products)
Windows 7/8.x/10.x Desktop Administration
Microsoft Exchange Server 2010/2013/2016 Administration
Microsoft Outlook 2010-2016 administration and trouble-shooting
Office 365 Deployments
Microsoft Active Directory administration and trouble-shooting
Troubleshooting Mobile Messaging Technologies: Exchange ActiveSync, iOS, Android
Troubleshooting Instant-Messaging Clients (Skype for Business/Lync, Jabber)
Microsoft SharePoint administration supporting Migrations from Lotus Notes to Microsoft Exchange
Windows Server 2008/2012 System Administration
Help desk support
Lotus Notes 8.5 or 9.X
Mobile Device Management (AirWatch)
Hardware support
Networking administration
Antivirus/Antispam

Assoc Technical Support Analyst Resume Examples & Samples

Answer client queries about CyberSource products and services via phone, email and eTicket, adhering to CSS process and best practice
Troubleshoot issues regarding CyberSource’s products and services
Enter pertinent case data into the CRMs to track client issues
Own and maintain internal process documentation and Knowledge Base articles
Configure internal systems to enable effective processing for clients using our services
Offer knowledge sharing and internal support to local / global team
Bachelor’s degree or relevant technical experience

EDI Technical Support Analyst Resume Examples & Samples

Plans and coordinates EDI activities with customers to implement new EDI transactions, monitor existing transactions, streamlines processes and troubleshoot problems
Ensure adherence to existing methodologies, quality assurance standards and required checkpoints during EDI Implementation projects
Oversee new EDI implementation projects as well as break/fix work for existing implementations
Provide EDI Application Integration and tier 3 technical support to Level 2 support staff
Proactively recommend courses of action to maintain cost effectiveness, competitiveness, system stability, security, scalability and reliability
Responsible for adhering to financial goals and objectives of Data Interchange Group

CTS Technical Support Analyst Resume Examples & Samples

Ability to prioritize conflicting demands
Ability to repair software, hardware, and operating systems
Possess sound documentation skills. Ability to maintain confidentiality
Previous work in health care environment is preferred

Technical Support / Business Analyst Resume Examples & Samples

Minimum 3 year Agile experience
Thorough knowledge in scrum activities such as Backlog Planning, Sprint Planning, Story grooming etc
Experienced in JIRA tool
The candidate must have a solid understanding of both Scrum and Waterfall execution methodologies as they will be involved in all phases of the project lifecycle to aid in successful project completion
Experience with ETL and data mapping is preferred
Demonstrated understanding of Risk Management and IT Controls concepts and terminology
Experience working and supporting 3rd party applications and finalizing SOW’s based on business requirements
Experience with application development and support is preferred
Strategic and technical thinking, understanding of systems, infrastructure and various types of applications
Experience with project/program Management and various concepts or methodologies
Experience with service delivery and third party vendor management
Ability to adapt to changing business priorities; flexibility is key

Applications Analyst, / Technical Support Resume Examples & Samples

Provides direction to other MGH Pathology based IT resources as needed
Contributes to development and implementation of best practices, department and team methods, processes and procedures; adheres to same
Builds and maintains effective working relationships with laboratory staffs
Provides excellent customer service by being responsive to and addressing user problems, concerns and questions; keeps lab staff informed of issues and progress; provides education where appropriate to foster better understanding and build end user knowledge and skills
Shares knowledge and fosters learning of team members and others while performing support and maintenance activities and participating in projects
Bachelor’s degree, and/or equivalent combination of technical training and experience required
Experience providing hands-on desktop support and network administration preferred
One or more years of current experience with Sunquest Lab Systems, or another LIS, preferred
Attention to detail and ability to handle multiple assignments at one time
Proficient in the use of standard Microsoft Office products, particularly Word and Excel as well as Internet Explorer
Understanding of data communications equipment such as hubs, switches, cabling and wireless networking
Experience with instrument interfacing, including troubleshooting desired
Experience supporting networked instruments preferred
Crystal Reports experience a plus
Be organized and pay close attention to details
Commitment to support the system needs as necessary, including on-call coverage
Communicate effectively at with varying levels of individuals
Effectively interact with other with a spirit of teamwork
Demonstrate strong customer service skills
High level of dependability and reliability
Demonstrate flexibility as needs and process change and evolve
Works independently
Demonstrate initiative in performing job responsibilities
Demonstrate good judgment when making decisions and taking actions
Recognize the need to escalate issues or concerns

Technical Support & Solution Analyst Fluent Resume Examples & Samples

Perform more complex troubleshooting investigations in reviewing front-end applications by gathering information, using troubleshooting tools, shadowing end users, and testing workflows internally and externally
Perform more complex troubleshooting investigations via back-end methods by capturing log files, querying tables, updating database fields, and updating/cycling servers
Prioritize the work of self and others based on severity and urgency and balancing client and business needs in complex situations
Collaborate across teams and organization to ensure complex issues are addressed by the appropriate individuals
Document notes, activities, resolutions, and other knowledge articles throughout the lifecycle of an investigation
Induction/Training at our world headquarters in Kansas City, USA
Bachelor’s degree in CIS, MIS, IS, Computer Science, Engineering, Business Administration with emphasis in Information Systems or related field, or equivalent work experience
Excellent written and verbal communication skills in Swedish and English
At least 1 years of technical support-related work experience
At least 2-3 years of experience working with SQL and T-SQL
Ability to travel when needed

Technical Support Analyst Ba-avp Resume Examples & Samples

The delivery of documentation to agreed standards, on time and error free
Out of hours cover and support, providing expertise and specialised system knowledge to allow resolution of key incidents. Also provides support and direction to junior support analysts
Proven results in Incident/Problem/Change and Release disciplines
Production of high quality documentation, on time and error free
Creates a logical plan, realistic estimates and schedule for an activity or project segment
Sufficient expertise or specialised knowledge to allow modification of existing methods and systems on own initiative in line with business context
Thorough working knowledge of one functional area through significant job expertise and training
High quality proven track record demonstrated and ability to independently resolve Incidents and Problems
High quality proven track record and demonstrated ability to independently deliver Change & Releases
In depth experience of IT Support (essential)
In depth experience working within an ITIL Environment (preferred)
Financial services (preferred)
Large-scale blue-chip organisations such as Barclays (beneficial)

Senior Information Technology Technical Support Analyst Resume Examples & Samples

Troubleshoots, diagnoses, resolves and documents difficult hardware, software and network connectivity problems, referring only the most complex problems to other IT technical staff or vendors for resolution
Acts as lead to lower level technical staff
Installs, configures and maintains specialized business, engineering and operations support software to meet customer needs and computing requirements
Analyzes and optimizes hardware and software performance through adjustments and upgrades as required
Coordinates the resolution of major hardware and software incidents with appropriate customers, vendors and other technical staff
Analyzes trends in reported problem calls and implements improvements
Develops installation and operational procedures, office automation solutions and quality assurance standards
Develops and conducts formal and informal end user technical orientation and training involving new hardware capabilities, and may provide technical training to other IT support staff
Defines and recommends appropriate hardware and software configurations and standards to meet customer needs, and prepares specifications for purchase of software and other peripheral devices
Configures software distribution tools
Coordinates large PC installation projects
Coordinates equipment delivery, software licensing compliance and inventory/asset control
Monitors compliance with departmental security guidelines
Orders and administers licenses for assigned software packages, in consultation with appropriate management and other information technology staff as needed
Supports and provides maintenance for applications and coordinate with customers and developers for application enhancements or modifications as needed
Technical Help Desk (Microsoft) covering the following competencies: Hardware, Help Desk Operations, Internet Explorer, Microsoft Office, Networking and Connectivity, Operating Systems, PC Peripherals, Software and System Security and Maintenance
Computer Technical Support covering the following competencies: Backup and Recovery, Device Support Software, Hardware Components, Hardware Troubleshooting, Network Troubleshooting, New Hardware Installation, Peripheral Troubleshooting, Security and Biometrics
We may reject your application at any point during the examination and hiring process, including after an appointment has been made
FALSIFICATION of any information may result in DISQUALIFICATION
Utilizing VERBIAGE from Class Specification and Minimum Requirements serving as your description of duties WILL NOT be sufficient to meet the requirements. Doing so may result in an INCOMPLETE APPLICATION and you may be DISQUALIFIED
Fill out your application completely. The acceptance of your application depends on whether you have clearly shown that you meet the Minimum Requirements. Provide any relevant education, training, and experience in the spaces provided so we can evaluate your qualifications for the job. For each job held, give the name and address of your employer, your job title, beginning and ending dates, number of hours worked per week, description of work performed, and salary earned. If your application is incomplete, it will be rejected

Senior Technical Analyst Remote Support Analyst Resume Examples & Samples

Modifies and maintains existing technical infrastructure systems in order to meet internal and external user requirements
Researches technology solutions to solve complex issues for team and customers
Record symptoms, root cause and status information in a timely fashion for management and staff/team members as necessary
Utilization of system tools to monitor, evaluate and improve overall group performance
May direct work of non-management staff and could include functioning as backup to Supervisor, Lead and Manager as business warrants
Ability to develop relationships with customers by understanding their specific requirements, how they work, and their business needs
Experience and skill in network troubleshooting (Ethernet), protocols (TCP/IP), Network Switches, Routers, VPN,
MS-Exchange Administration & Troubleshooting
Mobile device administration and troubleshooting
Must be able to work effectively independently, on a team and with other groups and vendors
Strong English interpersonal, written, verbal, analytical skills
Ability to motivate others and lead by example
Mandarin and/or Spanish language preferred
5-7 Years work experience with a demonstrated track record of success
BS/BA degree preferred or equivalent technical certifications or equivalent work experience

Technical Analyst, Technical Support Resume Examples & Samples

Provide second tier technical phone/email support to customers on the Active Network
Analyze problems, answer questions and provide training about the software
Make customizations based on customer needs
Identify, test, and identify workarounds for bugs
Provide regular updates to customers on open support issues
Research issues dealing with 3rd party technology
Assist in editing of training materials and manuals

Rims Technical Support Analyst Resume Examples & Samples

Reply to enquire either by telephone or e-mail
Gain good knowledge of the Stream RIMS product to able to answer queries and perform initial investigations
Gain and develop and good understanding of capital markets and the business that RIMS supports
Manage their own immediate work schedule and respect deadlines

Venue Technical Support Analyst Resume Examples & Samples

Responsible for providing high level of customer service and support to all OEI venue users, the Grand Rapids Griffins, the National Hockey League (NHL), event promoters and event personnel
Communicates effectively (oral and in writing) with senior management, ownership, the team and other stakeholders
Responsible for setup, deployment, upgrade, maintenance, support, troubleshooting and retirement of technology related hardware and software
Technology related hardware includes, but is not limited to: desktops, laptops, docking stations, displays, printers, copiers, multi-function devices, tablets, smart phones, network and VoIP phone equipment, etc
Technology related software includes, but is not limited to: Microsoft Windows based client operating systems, Microsoft applications, anti-virus software, etc
Perform office adds, moves and changes for technology related equipment
Provide Audio/Visual conference room setup and support as needed
Game and event support; must be available and willing to work extended hours as needed including weekends and holidays, in order to meet business needs
Associate Degree or higher in Information Systems, Computer Science or related experience
1 year working in a helpdesk/desktop support environment
Proficient with Microsoft products and technologies including Windows based server and client operating systems, MS Office, Active Directory, MS Exchange, MS SharePoint, etc
Exposure to and familiarity with MAC OS X is a plus
Proficient with installation and configuration of computer hardware and software
Basic knowledge and understanding of networking skills and concepts
Systemic and consistent troubleshooting skills
Team player with customer service focus
Adapts to changing needs of the business, is intuitive and has initiative with good time management skills
Ability to make sound judgments and be confident and decisive

Saas Technical Support Desk Analyst Resume Examples & Samples

May perform one or more of the following
Troubleshoots via the phone hardware, software, and network operating problems and involves technical resources to ensure resolution
Recommends system or process improvements, including procedures, training, and enhanced documentation

Platform Technical Support Analyst Resume Examples & Samples

Provide 2nd level technical support to internal and external customers as well as mentor and support 1st level technical support analysts
Establish and maintain partnering relationships with; AMP business, other teams, 3rd party vendors / suppliers ensuring high availability of critical business systems
Respond to business requests for support on system, procedural and product issues
Undertake activities to ensure that system incident and request management responses are with agreed SLAs
Manage the interfaces between applications for which the portfolio is responsible so that the focus is on the business solution, as opposed to the applications themselves
Undertake analytical activities, identify problems and provide business input and direction such as; input for proposed fixes, testing functions and project managing remedial work to maintain data integrity
Knowledge and experience of Scrum techniques including the ability to train and lead Agile teams in the use i.e burndowns, retrospectives, stand up co-ordination
ITIL qualification/s
Solid experience in a problem management/system support role in large complex organisations
Advanced knowledge of Portfolio Administration Systems and Processes
Negotiation and influencing skills - ability to make informed and timely decisions
Excellent ability to produce technical requirement specifications
Communication - Organises the communication, maintains audience attention, adjusts to the audience, ensures understanding and comprehends communication from others

Business & Technical Support Analyst Resume Examples & Samples

Applies professional business/technical support concepts to resolve hardware, software and networking issues of moderate scope and complexity for a broad range of applications where analysis of situations or data requires a review of a variety of factors. Within defined procedures and practices, determines appropriate action
The incumbent will server on a multi-site team responsible for supporting over 2000 UCSD staff across multiple locations both on site and remotely
Will be responsible for hardware and software support and maintenance of all workstations. Duties include: Installation, configuration and maintenance of the hardware and software environment to ensure a secure and usable environment for all workstations
Coordinate repairs for computer and peripheral hardware/software, consultation and basic end user training on hardware and software issues
Ensure that all interactions are provided with exceptional customer service. Our employees enjoy competitive compensation packages and educational opportunities in a diverse, stimulating workforce
Experience in use and knowledge of networking protocols such as DHCP, TCP / IP, et cetera
Demonstrated skill in configuring, troubleshooting and supporting escalated end user client systems including desktop, laptop and mobile computing devices
Broad knowledge of enterprise system functions, dependencies and interactions and ability to use this information to troubleshoot
Requires interpersonal skills in order to work with both technical and nontechnical personnel at various levels in the organization
Working knowledge of server internals, especially as needed for troubleshooting and isolating issues
Experience developing and administering formal technical training to users at a variety of levels. Ability to elicit and communicate technical and non-technical information in a clear and concise manner
General knowledge of other areas of IT. Intermediate knowledge of IT-related products and services
Demonstrates problem-solving skills
Demonstrated judgment to delegate / escalate issues appropriately
Working knowledge of desktop and business / technical support systems
Working knowledge of unit's business processes. Working knowledge of organization computer requirements, recommendations and policies including security standards
Effective skills at technical and administrative work direction
Advanced knowledge of computer networking and information technology principles, practices and terminology and their applications in a complex environment such as those found in a university or hospital
Applied and current knowledge of various software tools such as word processors, presentation software, spreadsheets, databases, electronic mail, online calendars, and web browsers to make recommendations for department use
Experience providing technical support for computing systems running a variety of operating systems, including Windows, MacOS, iOS, Windows Mobile, Android, as well as experience supporting wireless mobile devices such as Smart Phones, Tablets, and other systems. Demonstrated ability to resolve software, hardware, and connectivity issues
Experience with supporting Microsoft products from an end-user and server perspective; Active Directory, File Servers/Printer, Permissions, GPO, etc
Demonstrated analytical skills to research and recognize problems, present alternatives; implement creative solutions and follow through to ensure effective quality control for areas of responsibility
Ability to generate documentation in clear manner for a wide variety of skill and knowledge levels
Excellent verbal and written communication skills. Strong interpersonal skills sufficient to work in a variety of settings and deal effectively with diverse populations and personalities. Excellent interpersonal skills with the ability to work independently or as part of a team
Ability to maintain current knowledge of security threats with the skill, ability and willingness to consult with peers on security threats and solutions
Experience with system/network security including providing patches, anti-virus software, firewalls, password protections, and eliminating unnecessary services

Coveragefirst Technical Support Analyst Resume Examples & Samples

Engage resolution groups for troubleshooting
Drive efficient resolution of issues documenting all activities in ticketing system
Developing and maintaining documentation for efficient NOC operations (including maintaining inventory of sites, contacts, and infrastructure)
Providing assistance to end users, acting as backup to frontline technical support
3 or more years related experience required
Technical aptitude and troubleshooting skills a must
Knowledge and experience with a variety of operating systems, hardware, applications and tools using the Microsoft Windows platform (Linux or UNIX experience a plus; MCSE certification a plus)
Knowledge of the OSI model and experience with Cisco networking technologies
Proficiency with Microsoft Office Professional
Capability to work from home (Requires Internet connection)
Extensive knowledge of Windows operating software
Thorough knowledge of hardware components and their functions
Industry recognized certification (e.g. A+, Microsoft Certified Systems Engineer [MCSE] )
Ability to translate technical information into business language
Experience in a NOC or IT operations environment a plus
Knowledge and experience with monitoring tools (Solarwinds Orion or Microsoft Systems Center Operations Manager (SCOM) a plus)

Business & Technical Support Analyst Resume Examples & Samples

This position will be providing direct support and will be located at the HDH Service Desk. Where this position will determine the nature of hardware and software difficulties
As part of the IT Support team and working with the HDH divisions, assist in developing rollout procedures for hardware and software to ensure a smooth implementation of new technologies
Applies professional business / technical support concepts to resolve hardware, software and networking issues of moderate scope and complexity for a broad range of applications where analysis of situations or data requires a review of a variety of factors. Within defined procedures and practices, determines appropriate action
Incumbent will server on a multi-site team responsible for supporting over 2000 UCSD staff across multiple locations both on site and remotely
The incumbent will be responsible for hardware and software support and maintenance of all workstations. Duties include: Installation, configuration and maintenance of the hardware and software environment to ensure a secure and usable environment for all workstations
Experience providing technical support for computing systems running a variety of operating systems, including: Windows, MacOS, iOS, Windows Mobile, Android, as well as experience supporting wireless mobile devices such as Smart Phones, Tablets, and other systems. Demonstrated ability to resolve software, hardware, and connectivity issues

Computer Technical Support Analyst Associate Resume Examples & Samples

ITIL Program Experience – Foundation or better
Develop and implement help desk procedures
Ensure resolution of daily and escalated customer issues of a complex scope that impact the team and overall business objectives
Knowledge of commonly-used concepts, practices, and procedures used within particular fields such as Active Directory, MS Exchange, Remedy, MS Office 2010 and 2013 and experience supporting Windows 7 and 8.1 operating systems

Computer Technical Support Analyst Senior Resume Examples & Samples

Serves as the initial point of contact for troubleshooting network/LAN/WAN hardware/software related problems
Addressing support requests received over the phone or through email and web-based systems
Follow security requirements as requested by the NRC Security Officer
Monitoring customer problems to ensure prompt, satisfactory service/resolution is being provided; if necessary call the user to update them on progress
Processing and responding to change requests (Remedy tickets) Manage the user’s expectations; provide information that will give details for a possible resolution or when they can expect to be contacted again
Experience supporting Federal clients and/or experience supporting Nuclear Regulatory Commission (NRC) strongly preferred
Develop and implement network management procedures
Knowledge of commonly-used concepts, practices, and procedures used

Analyst, Technical Support Resume Examples & Samples

3 to 5 years’ field experience in help desk or desktop support preferred
Working knowledge of the following applications: Microsoft Office, Office 365, Skype for Business, Sharepoint, Active Directory, SAP, Windows 7, 8, 10,Mac OSX, Adobe Suite
Dell or Apple Certification
Desktop
Basic Network support (patching, switches, drops, wifi)
Service-now or similar ticketing system experience
Familiarity with ITIL practices
Ability to work effectively with diverse groups of people
Develop help/tutorial handouts for CBT (computer based training), WBT (web based training) and class-based training
Ability to troubleshoot issues pertaining to Mac, Windows PC’s, printers, mobile devices
Configure audio and video meetings across multiple technologies (Skype, WebEx, Avaya)
Strong knowledge of RAM upgrades, hard drive installation, new equipment and software set up, printer configuration
3 Months

Analyst, Technical Support Resume Examples & Samples

Understand ITIL Process like incidents Management, Problem Management, Event Management, Change Management and Service Desk Operation
Communicate with vendors to resolve incidents/problems based on business priority rank
In Case, if root cause is not being identified by individual vendor, involve related vendors and run a bridge to address the same
If incident/problem requires change, coordinate with vendors in creating the VCR and CR in different systems and present the same in CAB for approval
Monitor Overnight Jobs and Goals. In case of failure, co-ordinate with respective vendors and get it resolved at the earliest
Prepare and send the morning communication to business and vendors
Participate in incident triage and post incident review, and create appropriate reports for stakeholders

Applications Technical Support Analyst Resume Examples & Samples

Demonstrate ability to coordinate across functional/infrastructure teams (application development, server; security, database, etc.) in a tactful manner to achieve task completion
Demonstrate effective leadership and analytical skills
Ability to work with and manage vendor relationships
Complete the deployment of software in a secure controlled manner
Administer the corporate SOX controls as they apply to application/system implementation
Availability to work various shifts to support 24 X 7 processing (on or offsite)
Implement processing schedules, understanding the impact to existing schedules
Develop and document standard operation procedures
Perform project planning and management activities as necessary
Strategic leader, a risk taker and motivator
Excellent troubleshooting and analytical skills
Strong interpersonal skills as well as excellent oral and written communication skills are required
Proficient in Microsoft Office, Visio
Ability to multi-task and set prioritization that supports the business/organizations goals and values
Works well under pressure and can deal well with frequent change or unexpected events

Software Technical Support Analyst Resume Examples & Samples

Must be fluent in English and French – both spoken and written
Additional language skills are very welcome
A few years’ service experience with storage products or equivalent skill set
SCSI, fibre channel technology, SAN and network connectivity experience
Professional attitude and team worker
Basic Unix and/or MS Windows OS skills; backup application knowledge/skills is preferred
Experience of interfacing with customers
Experience of fault diagnosis on complex systems
Willingness to learn new technologies
Ability to multi-task between several customer situations at the same time

100

Rims Technical Support Analyst Resume Examples & Samples

Provide first and second line support
Reply to enquires either by telephone or e-mail
Work with regional and local RIMS staff (support and DBAS)
Work well with local account management and support staff

101

Analyst, Technical Support Resume Examples & Samples

Bachelors degree in Information Technology or equivalent years of experience in lieu of degree
Hands on experience working with endpoint management solutions
Experience in LAN/WAN setup and configuration
Knowledge of personal desktop computing and advanced office automation technology including Microsoft Windows, Office, file shares, printers, scanners, and peripheral equipment
Ability to prioritize and quickly resolve issues

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