Tech Support Analyst Resume Samples

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R Emmerich

Rozella

Emmerich

6413 Flatley Hill

San Francisco

+1 (555) 720 2775

6413 Flatley Hill

San Francisco

Phone

p +1 (555) 720 2775

Experience Experience

Detroit, MI

Tech Support Analyst

Detroit, MI

Kovacek Group

Detroit, MI

Tech Support Analyst

Facilities the change management approval processes, task management, and escalates to upper management for high risk approvals
Develops project timelines and provides project status and closeout reports to management
Manage and configure monitor system and diagnosing production processing performance
Providing password reset assistance to internal employees
Collaborating - Working cooperatively with others to help a team or work group achieve its goals
Act as a liaison between the frontline Expedia Market Management team (Market Managers and Market Associates) and Tier 2 Analysts
Working hours will be US West coast regular work hours 7:00-16:00pm PST which results in 17:00-2:00 local time

Dallas, TX

Associate Tech Support Analyst

Dallas, TX

Roob, Bode and Romaguera

Dallas, TX

Associate Tech Support Analyst

Proficiency in analyzing and isolating anomalies presented via standard alerting utilizing a variety of hardware and software testing tools and techniques
Under guidance from senor staff members, performing basic monitoring of systems and applications
Demonstrate analytical abilities in resolving complex problems that may not have fully documented handling procedures, with minimal direction
Demonstrated analytical abilities in independently resolving complex problems that may not have fully documented handling procedures
Good business and technical knowledge of the Visa systems including network architecture, operating system and associated tools
Maintain 100% control of deployed assets by performing updates in Asset Center software relating to any changes in computer assets
Interact with customers via telephone, e-mail, etc. providing technical support and problems solving abilities

present

Boston, MA

Senior Tech Support Analyst

Boston, MA

Schaefer Group

present

Boston, MA

Senior Tech Support Analyst

present

Facilitates the change management approval processes, task management, and escalates to upper management for high risk approvals
Manages client and/or processor efforts, and 3rd party software providers involved in project
Teams with client management and project resources to manage day-to-day and unique issues
Collaborate as part of an effective team to achieve team’s goals and provide knowledge sharing assistance to team members
Confidently manage client pilot projects in parallel to product developments and a changing landscape
Build a cohesive global workgroup and involve those global workgroups in communications and decision making
Manage and configure and monitor system and diagnose production processing performance

Education Education

Bachelor’s Degree in Information Systems

University of Arizona

Bachelor’s Degree in Information Systems

Skills Skills

Excellent Customer Service skills. Excellent written and verbal communication skills
Good working knowledge of Microsoft Windows operating systems and Microsoft Office
Ability to think on your feet – good problem-solving skills
Excellent ability to work well and interact with others – including students, faculty, staff, and senior administration
Strong service orientation
Provide login, search, usability, and technical support for multiple proprietary products and services
Provide high quality customer support to internal and external customers via phone, email, and chat
Knowledge and experience with design tools such as D-Tools, Visio, and AutoCAD
Perform basic browser troubleshooting
Knowledge and experience with application deployment using management tools

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Ccb-branch Tech Support Analyst Resume Examples & Samples

Read email and other department communications to keep abreast of emerging issues, workarounds, or other critical information for accurate support and resolution of branch calls
Must be fluent in English
Highly developed and demonstrated verbal and written communication skills
Troubleshooting and problem solving skills are vital
Help Desk and/or advanced support experience
Technical hardware troubleshooting skills

Tech Support Analyst Resume Examples & Samples

Provide end user workplace support including issue resolution, upgrades/patches, new software installations and general Q&A across PC, Mac, Smartphones, Tablets, and Peripherals
Escalate high priority and complex issues exceeding a timeframe of 1-hour of diagnosis time and 1-hour of troubleshooting, escalate to technical lead and/or CS Director (AND act as liaison between client and Subject Matter Expert until ticket is closed)
Brainstorm workplace solutions where standard offerings are not available and collaborate with technical lead to create a proposal
Assist with troubleshooting by partnering with other IT teams across the organization (Business Technology, Infrastructure, etc)
Share/Blog issues/resolutions with other CS teams (and enterprise teams as needed). Reference the blog
Maintain understanding and provide soft support of business engagement team systems used by business and owned by the business engagement team (share information with CS team)
2+ years recent experience providing direct end-user support for a Fortune 500 company in a Microsoft Windows and Apple Macintosh environment
Strong knowledge of Windows 7 and Mac OS
Good knowledge of iPhone/iPad, Android, Windows Mobile and Blackberry operating systems
Teamwork: We're smarter and more dynamic together
Pioneering Spirit: The drive to invent the future

Tech Support Analyst Resume Examples & Samples

Escalate high priority and complex issues exceeding a timeframe of 1-hour of diagnosis time and 1-hour of troubleshooting, escalate to technical lead and/or CS Director (AND act as liaison between client and Subject Matter
Expert until ticket is closed)
Assist with small office moves; primarily computer disconnect/reconnect
Discuss and prioritize office moves with CS Director
Experience providing direct end-user support in a corporate environment using Microsoft Windows and Macintosh
Experience supporting mobile devices
Demonstrate strong customer service attitude and demeanor
Outstanding analytical / troubleshooting skills

Senior Tech Support Analyst Resume Examples & Samples

Supports Client testing on the Visa Integrated Payment Systems
Supports Chip testing on cards and terminals
Supports business suite of applications and tools – Test Transaction Processing Environments and simulators
Manages client and/or processor efforts, and 3rd party software providers involved in project
Tracks and manages all internal and external issues to resolution
Proactively drives team collaboration
Mentors Analyst on learning new Product Types
Completes complex projects and/or handles delicate client issues and be accountable for Client satisfaction
Teams with client management and project resources to manage day-to-day and unique issues
Consistently displays and promotes Visa Values and departmental goals
Sustains and enhances key relationships with internal and external stakeholders
Creates concise, accurate internal and external documentation
Develops test plans, designs and test cases as appropriate. Identify test dependencies, environment and data requirements
Reviews all plans to ensure testing is being executed in an efficient manner
Provides training to internal and external clients, if required
Work with client project office and senior client management to understand client's needs and communicate best of breed solutions utilizing Visa products and services
Adapt Visa processes and approaches to be in line with client requirements. Ensure client satisfaction
Responsible for recommending opportunities for process improvement for implementation of Visa products/services, resulting in shorter cycle times, improved efficiency, reduced costs and increased customer satisfaction
Bachelors’ degree plus 5-7 years of experience in EFT industry, and 5-7 years of direct Visa experience are required
The Senior Technical Support Analyst all have specialized skills, understanding Visanet processing and systems with at least 2 years working on Chip projects, that allow him or her to provide effective consultative support to clients on more complex projects
The candidate must also possess 2 years of QA or testing background

Assoc Tech Support Analyst Resume Examples & Samples

Primary frontline Technical Helpdesk for all Enterprise level merchants utilizing excellent written and verbal communication
Outstanding troubleshooting skills. The successful candidate will be able to demonstrate a problem solving mind set and approach
Minimum 5 years of experience with direct Customer Support and/or Account Management
Previous experience providing direct customer support is a plus
Prior knowledge of online payment processing and/or banking industry is a plus

Associate Tech Support Analyst Service Desk Nightshift Resume Examples & Samples

Under supervision from senior staff members, track and update lower severity incidents in the incident management system, ensuring that documentation is thorough, accurate and meets ticket quality standards
THIS IS A NIGHSHIFT POSITION. ALL APPLICANTS MUST BE ABLE TO WORK A FLEX SHIFT
Under guidance from senor staff members, performing basic monitoring of systems and applications
Working under close supervision, this role is narrow in scope and highly structured. There will be continual review of work completed and specific instruction provided, usually in the form of written procedures
Work collaboratively and be an active team member
Follow process improvement efforts within the department
Communicate effectively throughout the incident management process to ensure that all communications are timely and accurate. Ability to determine when communications are needed and able to draft the various types of communication for complex and non-routine situations, and distribute to appropriate recipients within set time frames with little to no guidance
Track and update all incidents in the incident management system, ensuring that documentation is thorough, accurate and meets ticket quality standards. Follow up on tickets assigned to the team
Provide routine L2 system administration on multiple server platforms, in the resolution of incidents. Liaisons with L2 support groups in the resolution of incidents for complex, unfamiliar issues
Support project schedules and changes which can include participation in UAT testing, creation of process and procedures, and assist with training specific to team
Technical staff member with hardware/software system configuration and troubleshooting skills. Includes (but is not limited to) routers, firewalls, servers, and other network hardware
Demonstrate ability in resolving routine problems within technical areas of responsibility independently following documented handling procedures
Demonstrate analytical abilities in resolving complex problems that may not have fully documented handling procedures, with minimal direction
Take the leadership role in technical calls and manage highly critical events to meet MTTR or that may have the potential of major financial and/or reputation impacts to Visa, Inc
Proactively share resources and information and provide support to team members to achieve work objectives
Identify and offer possible solutions to issues that may impede collaboration and teamwork
Embrace change and accept ambiguity
Develop a working knowledge of Visa Inc.'s global consumers, clients, and third party vendors
BS degree in Information Systems CS or related field, or 4-6 years relevant work experience preferably in financial services
Adept customer service background
Bilingual skills (Spanish) beneficial
Working knowledge of Visa systems (preferred)
Windows or Unix Certifications preferred or equivalent experience in system administration (3-5 years)
Advanced knowledge of commercial, corporate, extranet and intranet applications
Proven skills in system administration for multiple platforms
Proficiency in analyzing and isolating anomalies presented via standard alerting utilizing a variety of hardware and software testing tools and techniques
IT systems, Key Controls, and compliance knowledge
Information Technology Infrastructure Library Foundation Certificate (ITIL)
Develop and maintain technical skills through participation in on the job training and recommended training classes. Be able to assist junior team members
Be able to learn how to work on multiple platforms including ticket queue, mailbox, alert console and phone calls
Staff member with general troubleshooting skills and have basic knowledge using a workstation
Proficient with MS Office products

Associate Tech Support Analyst Resume Examples & Samples

Staff member with general troubleshooting skills and have basic knowledge using a workstation
Proficient with MS Office products
Not more than 5 years work experience and in the IT industry
Adept customer service background
Working knowledge of Visa systems
Windows or Unix Certifications preferred or at least 1 year equivalent experience in system administration
Proven skills in system administration for multiple platforms
Proficiency in analyzing and isolating anomalies presented via standard alerting utilizing a variety of hardware and software testing tools and techniques
Information Technology Infrastructure Library Foundation Certificate (ITIL)

Associate Tech Support Analyst Resume Examples & Samples

Under supervision from senior staff members, track and update lower severity incidents in the incident management system, ensuring that documentation is thorough, accurate and meets ticket quality standards
THIS IS A NIGHSHIFT POSITION. ALL APPLICANTS MUST BE ABLE TO WORK A FLEX SHIFT
Working under close supervision, this role is narrow in scope and highly structured. There will be continual review of work completed and specific instruction provided, usually in the form of written procedures
Technical staff member with hardware/software system configuration and troubleshooting skills. Includes (but is not limited to) routers, firewalls, servers, and other network hardware
Demonstrate ability in resolving routine problems within technical areas of responsibility independently following documented handling procedures
Demonstrate analytical abilities in resolving complex problems that may not have fully documented handling procedures, with minimal direction
Take the leadership role in technical calls and manage highly critical events to meet MTTR or that may have the potential of major financial and/or reputation impacts to Visa, Inc
Proactively share resources and information and provide support to team members to achieve work objectives
Embrace change and accept ambiguity
Develop a working knowledge of Visa Inc.'s global consumers, clients, and third party vendors
Escalate to L2 support groups when directed by senior staff members
Have the ability to follow documented handling procedures in resolving routine problems under the direction and guidance of a senior staff member
Act with a sense of urgency to successfully complete work on time
Uses sound judgment in determining priorities and enlisting support of others to prevent compromises to Visa’s business or client service level agreements
Document and communicate critical milestones/progress of ongoing incidents at the pre-defined time points
Assess accurately, and within pre-defined time periods, the impact of a critical/major system/application outage and communicate it out to appropriate areas
Correlate critical alerts on monitoring platform with actual system outages
Follow documented operations processes and resolution/escalation procedures
Resolve standard incidents within agreed timescales without escalation
Review and approve new alert handling procedures and ensure they are written clearly and can be carried out by all analysts
Work on multiple platforms including ticket queue, maiIlbox, alert console and phone calls
Propose and participate in the implementation of process/procedure improvements to better the department and services provided
Offer effective/sound recommendations to address repetitive issues
Proven skills in system administration for multiple platforms.Proficiency in analyzing and isolating anomalies presented via standard alerting utilizing a variety of hardware and software testing tools and techniques

Ccb Branch Tech Support Analyst Cmh Resume Examples & Samples

Answer incoming calls from Chase branches via the Banker Support Line. Assist branch employees with their technical, procedural, and/or process related inquiries
Document calls accurately, concisely, and with sufficient detail to assist in further research to determine cause and provide appropriate fix or solution
Open tickets to the correct tier 2 support groups/queues with complete accuracy and precision. Provide prompt follow-up and management of your own work/ticket queues
Study, learn, and become adept at finding needed information from various knowledge tools made available
Telephone and/or call center operations experience
Branch banking application and process knowledge/experience
Windows operating system knowledge
Laptop and desktop support experience

Associate Tech Support Analyst Resume Examples & Samples

· Executive management support on all workstation, telephony, mobile related issues and requests
· Provide 2nd level support on escalated workstation and mobile related issues and requests
· Effectively questions user to collect and understand information regarding the problem they are experiencing and leads user through diagnostic procedures to identify, isolate and resolve source of problem
· Analyze customer problems and formulates plans to implement to obtain resolutions
· Handles problem identification, research, isolation, resolution and follow-up for user problems
· Interact with customers via telephone, e-mail, etc. providing technical support and problems solving abilities
· Prioritize incidents and complaints to assure all SLAs are meet
· Utilize all technical resources to solve customer problems
· Escalate or work in tangent with appropriate support specialists or support groups on unresolved reported issues
· Escalate hardware repairs to third party maintenance providers as needed
· Maintains call records/logs and resolution detail utilizing case management solution, Remedy
· Able to effectively communicate both verbally and in writing with management to express ideas in order to make informed decisions
· Installation of hardware/software as required
· Provisions and prepares workstations using standard images
· Setup and install new workstations, loaners and other workstation related equipment
· Maintain 100% control of deployed assets by performing updates in Asset Center software relating to any changes in computer assets
· Communicate and provide knowledge transfer to other agents/technicians on escalated calls and resolution
· Coordinate and execute workstation relocation requests
· Work with other support groups, such as network operations, in assisting in the resolution of incidents or maintenance activities
· Hardware/Software installation and configuration
· Good knowledge of Windows 7, MS Office suite and Outlook
· Familiar with Active directory, McAfee Enterprise security solutions like VirusScan, HIPS etc
· Networking connectivity knowledge and troubleshooting
· Experience in utilizing client remote control solutions & PC troubleshooting
· Microsoft Software troubleshooting
· Setup, Configuration and troubleshooting of local and LAN printers
· Cisco, or MS Lync Voice/Video troubleshooting
· Experience with Apple & Google mobile devices
2-4 year experience as PC technician supporting over 200 users
· Experience providing support to software development environment preferred but not required
· Ability to explain technical concepts to non-technical users
· Ability to support users at various levels of technical competency
· Effectively manages difficult or volatile customer situations
· Problem Solving skills
· Ability to effectively perform problem isolation and resolution of critical systems in order to have the least amount of impact and downtime
· Ability to schedule and prioritize
· Able to read and understand technical manuals, procedural documentation, and OEM guides
· Excellent interpersonal skills
· Technical writing/documentation skills
· Ability to assess, analyze and research technical situations and provide viable alternatives
· Ability to learn new technologies and procedures quickly
· Ability to communicate effectively with wide variety of users and other technical teams
· Results-oriented/self-motivated
· People-oriented/Team Player
· Strong interpersonal abilities – must project credibility and integrity
· Flexible with hours
· Goal seeker
· Ability to multitask
· Inquisitive
· Creative
· Detail oriented
· A great listener

Tech Support Analyst Customer Website Problems Resume Examples & Samples

With the customer’s best interest in mind, the TSA shows outstanding problem solving and technical skills to effectively solve customer’s question and / or technical challenge
Accurately document all customer interaction, research and resolution
Acquire product knowledge to competently demonstrate the products and services we sell
Assist customers with installation of product user interface and site navigation
Internal systems knowledge such as CRM, billing, admin tools, website and production systems
Provide login, search, usability, and technical support for multiple proprietary products and services
Provide high quality customer support to internal and external customers via phone, email, and chat
Train, support, research, resolve and respond to inquiries and escalations received from internal and external customers
Perform basic browser troubleshooting
Handle billing need such as payments, research, invoices, and usability of online billing tool
Escalate issues to second level team when necessary
1 year customer service in technical contact center environment or equivalent training, 2 years preferred
Strong customer focus to interact with customers
Problem Solving and basic technical skills including connectivity troubleshooting
Excellent Customer Service skills. Excellent written and verbal communication skills
40 hour work week. Office environment
Preferred 2 or 4 year degree, or equivalent work experience
Ability to multi-task and handle incoming calls as well as emails
Customer Service / Team Player oriented
Professional attitude and positive demeanor at all times

Associate Tech Support Analyst Resume Examples & Samples

Track and update all incidents in the incident management system, ensuring that documentation is thorough, accurate and meets ticket quality standards
Provide routine Level 1 system administration on multiple server platforms, in the resolution of incidents. Liaisons with Level 2 support groups in the resolution of incidents for complex, unfamiliar issues
Maintain technical skills through participation in ongoing training
Analyze and isolate anomalies presented via standard alerting utilizing a variety of hardware and software testing tools and techniques
Degree or equivalent skills and experience; typically requires 3 years working in a level one or operational support environment
Demonstrate analytical abilities in independently resolving routine problems within technical areas of responsibility
Demonstrate analytical abilities in independently resolving complex problems that may not have fully documented handling procedures
Uses sound judgment in determining priorities and enlisting support of others to prevent compromises to Visa’s business or client Service Level Agreements
Microsoft Windows or UNIX certifications preferred
ITIL V3 certification preferred

Assoc Tech Support Analyst Resume Examples & Samples

Uploads and prepares workstations using standard images
Minimum 5 year experience as technician supporting over 500 users
MAC OSX knowledge is an advantage
Effectively manages difficult or volatile customer situation
Ability to effectively perform problem isolation and resolution of critical systems in order to have the least amount of impact and downtime
Able to read and understand technical manuals, procedural documentation, and OEM guides
Ability to learn new technologies and procedures quickly
Ability to communicate effectively with wide variety of users and other technical teams

Assoc Tech Support Analyst Resume Examples & Samples

Troubleshoot and resolve technical Live issues involving cutting edge Visa products such as Visa Checkout, Visa Token Services, Visa Direct and many more
Will work closely with business and product groups including customer support, release engineering to resolve complex issues
3+ years relevant work experience
Java and Web application programming – preferable. Strong programming expertise
Experience with object relational mapping, Oracle, and SQL a plus
Good understanding of infrastructure components
Adapting fast to new application knowledge and changes – a must
Previous Agile/Scrum, startup, or payments experience – preferable
Ability to think and provide out-of-the box solutions
Experience with Ruby, AJAX, REST, JSON a plus
Ready to perform on call duty even on weekend

Branch Tech Support Analyst Resume Examples & Samples

At least 1 year(s) of working experience in the contact center industry is required for this position with the most recent position in a voice support and customer centric function
Candidate must possess basic troubleshooting skills
Technical/Helpdesk Support experience is preferred
Contact Center experience in a Banking/Financial Services setting is an advantage
Ability to quickly learn difficult banking concepts, complex application user interfaces and computer hardware/networking/operating systems
Ability to troubleshoot issues by probing, listening, analyzing the situation, without relying on scripts and deliver positive customer experience
Ability to deal with upset clients, showing patience, empathy and understanding
Ability to confidently handle situations quickly and independently
Ability to train, mentor and assist co-workers on all aspects of serving clients
Technical certifications are not required

Tech Support Analyst Resume Examples & Samples

Executes and guides others on tasks comprising non-routine efforts
Leads the design and implementation of new technical and operational processes and workflows
Interacts with IT/DT, end users, vendors, and business leaders to resolve technology issues
Leads project efforts working with various application, systems, and helpdesk groups
Understands system architecture and infrastructure environments to lead resolution of technical issues
Assess new hardware and software needs and guide others during deployments
Develops project timelines and provides project status and closeout reports to management
Research, define, and recommends various technologies advantages /disadvantages and their integration into existing systems; makes continuous improvement recommendations
Leads the development of new principles and concepts, implements policies, procedures, and standards
Ensures development of comprehensive support tools during the application development process
Has 5+ years of experience in performance of analytical tasks

Associate Tech Support Analyst Resume Examples & Samples

Executive management support on all workstation, telephony, mobile related issues and requests
Provide 2nd level support on escalated workstation and mobile related issues and requests
Interact with customers via telephone, e-mail, etc. providing technical support and problems solving abilities
Prioritize incidents and complaints to assure all SLAs are meet
Escalate or work in tangent with appropriate support specialists or support groups on unresolved reported issues
Communicate and provide knowledge transfer to other agents/technicians on escalated calls and resolution
Coordinate and execute workstation relocation requests
Familiar with Active directory, McAfee Enterprise security solutions like VirusScan, HIPS etc
Experience providing support to software development environment preferred but not required
Strong interpersonal abilities – must project credibility and integrity

Associate Tech Support Analyst Resume Examples & Samples

Maintain technical skills through participation in ongoing training. Ability to train junior staff members in technical disciplines
Ability to identify, analyze and isolate anomalies presented via standard alerting utilizing a variety of hardware and software testing tools and techniques
BS degree in Information Systems or CS or equivalent experience; typically requires a minimum of 5+years of experience preferably in financial services
(ITIL) Technical staff member with hardware/software system configuration and troubleshooting skills and experience. Includes (but is not limited to) Windows, UNIX based servers, mainframe and application
Demonstrated ability creating procedures for complex issues to provide the ability for junior members to resolve these issues in the future
Windows or Unix Certifications – Preferred
Experience with BMC Remedy ticketing, Tivoli NetCool monitoring, and vSphere tools a plus
Experience participating or facilitating problem bridges for high priority events also a plus

Tech Support Analyst Resume Examples & Samples

With the customer’s best interest in mind, the TSA shows outstanding problem solving and technical skills to effectively solve customer’s question and / or technical challenge
Train, support, research, resolve and respond to inquiries and escalations received from internal and external customers
1 year customer service in technical contact center environment or equivalent training, 2 years preferred
Strong customer focus to interact with customers
Problem Solving and basic technical skills including connectivity troubleshooting
40 hour work week. Office environment
Preferred 2 or 4 year degree, or equivalent work experience
Ability to multi-task and handle incoming calls as well as emails
Customer Service / Team Player oriented
Professional attitude and positive demeanor at all times

Branch Tech Support Analyst Resume Examples & Samples

Answer incoming calls from Chase branches via the Banker Support Line, assist with their technical, procedural, and/or process related inquiries
Provide prompt and professional escalation of issues as requested/required
24/7 Technical/Customer Support and Service Delivery Model
Operations Systems and Hardware Knowledge/Technical Troubleshooting
Hardware
US Banking System (Preferred)

Assoc Tech Support Analyst Resume Examples & Samples

Communicate effectively throughout the incident management process to ensure that all communications are timely and accurate. Ability to draft the various types of communication in complex and non-routine situations, and distribute to appropriate recipients' within set time frames with little to no guidance
Provide routine L2 system administration on multiple server platforms, in the resolution of incidents. Liaisons with L2 support groups in the resolution of incidents for complex, unfamiliar issues
Support and participate on project schedules and changes which can include UAT testing, creation of process and procedures, and assisting with training development and implementation specific to immediate team and/or department
May take the leadership role in managing highly critical events that may have the potential of major financial and/or reputation impacts to Visa, Inc
BS degree in Information Systems or CS or equivalent experience; typically requires a minimum of 5 + years of experience preferably in financial services
(ITIL) Technical staff member with hardware/software system configuration and troubleshooting skills and experience . Includes (but is not limited to) Windows, UNIX based servers, mainframe and application
Demonstrated analytical abilities in independently resolving complex problems that may not have fully documented handling procedures
Uses sound judgment in determining priorities and assisting junior staff members and/or enlisting support of others to prevent compromises to Visa's business or client service level agreements
Leadership abilities to influence motivation, collaboration and innovation from team members

Assoc Tech Support Analyst Resume Examples & Samples

Provide L1 technical support for Visa Inc.'s Global corporate and commercial systems and applications. Under supervision from senior staff members, able to follow documented processes and procedures
Under guidance from senor staff members, performing basic monitoring of systems and applications
Work collaboratively and be an active team member
Follow process improvement efforts within the department
Communicate effectively throughout the incident management process to ensure that all communications are timely and accurate. Ability to determine when communications are needed and able to draft the various types of communication for complex and non-routine situations, and distribute to appropriate recipients within set time frames with little to no guidance
Track and update all incidents in the incident management system, ensuring that documentation is thorough, accurate and meets ticket quality standards. Follow up on tickets assigned to the team
Support project schedules and changes which can include participation in UAT testing, creation of process and procedures, and assist with training specific to team
Identify and offer possible solutions to issues that may impede collaboration and teamwork
Bilingual skills (Spanish) beneficial
Working knowledge of Visa systems (preferred)
Windows or Unix Certifications preferred or equivalent experience in system administration (3-5 years)
Advanced knowledge of commercial, corporate, extranet and intranet applications
IT systems, Key Controls, and compliance knowledge
Develop and maintain technical skills through participation in on the job training and recommended training classes. Be able to assist junior team members
Be able to learn how to work on multiple platforms including ticket queue, mailbox, alert console and phone calls

Senior Tech Support Analyst Resume Examples & Samples

Provide regional support and implementation for multiple Visa products such as eCommerce, API, certificate registration and other specialized software products
Assess operational opportunities and look into innovative ways to improve process and increase service quality or efficiency
Collaborate as part of an effective team to achieve team’s goals and provide knowledge sharing assistance to team members
Responsible for own work issues through resolution and must be able to take the initiative to resolve problems and meet deadlines
Educate and train clients on best practices for all supported product and software applications, usage, and functionality
Build and enhance positive working relationships with Visa clients and internal stakeholders
Available during off hours for high priority issues, on-call for after-hours client inquiries and public holidays coverage on rotational basis
Bachelor’s degree in Computer Science, Information Technology or a minimum of 8 years’ experience in a technical customer support and implementation role in software or financial services
Self-starter with the ability to multi-task effectively, embrace new technologies, re-prioritize tasks and work under pressure in a fast-paced environment
Be a go-to knowledge person for the team and work well as part of an effective team and collaborate with other teams at all organizational levels
Ability to comprehend and translate technical information and apply to business solutions
Demonstrated success in customer relationship management
Excellent time management, organization and planning skills, verbal and written communication, interpersonal and negotiation skills are essential
Experience in payment industry, eCommerce and API would be an advantage
Experience in VCSA (Siebel), Salesforce, Viper (Remedy) and Visa applications is a plus

IT Tech Support Analyst Resume Examples & Samples

The processing of incoming calls to the Help Desk via both telephone and e-mail ensuring courteous, timely, and effective resolution of end user issues
Follow appropriate escalation policies and procedures
Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, configuring systems and applications
Monitor and test fixes to ensure problems have been adequately resolved
Document problems, procedures and resolutions
Assist with user training programs to increase computer literacy, software knowledge, and self-sufficiency
Assist in the definition of purchasing recommendations that support business goals, in collaboration with IT Management
Enter all software and hardware serial numbers or identification tags into database/repository/asset management software and ensure information up-to-date, accurate, and audit-able
Perform inventories and usage monitoring of all IT assets and record all findings, changes, physical location, and incidences of support
Ability to work off hours shifts and weekends
High School diploma or GED and
Bachelor’s Degree in Computer Science preferred
Not required but a plus-Knowledge of SQL stored procedures, functions and triggers a plus OR intermediate programming (C#, VB, VSP,ASP,.NET,JAVA, etc...)
Minimum of 1-2 years’ experience in Information Systems
Deep seated experience with software, desktop and server operating systems, including Microsoft Windows products
Strong interpersonal skills with a focus on listening and questioning skills
Exceptional customer service orientation
Experience working in a team-orientated collaborative environment

Tech Support Analyst Resume Examples & Samples

Provide timely and accurate solutions to technical issues for internal and external partners via phone and email
Manage system outages and high priority incidents, attending NOC bridges as required
Research and submission of bugs to appropriate technology teams
Provide support and assistance to Hotel System Technical Support Specialists (Tier 1)
Triage incoming bugs for Expedia Technology teams
Provide technical feedback as required to Tier 1 cases on escalations
Generate customized SQL reports and analysis as requested
Represent Hotel Systems Technical Support on high priority Incident Bridges
Research and provide supporting data on advanced investigation inquiries for customers and Expedia Development teams
Engage and escalate to Senior Analysts to ensure timely resolution of complex cases

Tech Support Analyst Resume Examples & Samples

Provide Tier 1 support to internal and external partners on intermediate technical issues via email and phone to established KPI’s for quality, timeliness, and productivity
Triage incoming cases and ensure that correct priorities are set
Provide change history information, monitor alarms, schedule maintenance outages, and handle access issues with customer facing tools
Generate system reports and identify action items
Act as a liaison between the frontline Expedia Market Management team (Market Managers and Market Associates) and Tier 2 Analysts

Tech Support Analyst Resume Examples & Samples

Deliver excellent customer service in order to resolve customer concerns and retain customers
Respond to incoming customer inquiries about Symantec Website Security products
Provide superior customer service and build successful long-term relationships with external clients to ensure customer loyalty
You may need to work with technical support engineers to resolve some issues reported by customers
You will be communicating via support tickets, email, phone, and chat
Receive inbound customer emails/calls and place outbound follow up emails/calls during scheduled hours, providing an excellent customer experience at all times
Achieve productivity related targets including support tickets processed, average response time, average time to close, etc
Actively contribute to Web self-help by using Knowledge Centered Support (KCS) principles
Demonstrate ability to accurately gather information and document customer issues through the CRM tool
Remain fully aware of the availability of all aspects of the SSL certificate products so that every opportunity to meet our customer's needs is taken
Arrive to work on time, have no unauthorized absences, and ensure accurate recording of time-sheet information
Achieve and maintain high levels of customer satisfaction
Minimum of a BS in Computer Science, related technical degree, or equivalent work experience
Understanding of PKI, SSL, Codesigning, HTML, DNS, S/MIME, SMTP, and networking protocols are a plus
Basic understanding of Internet principles, terminology and functionality
0 - 2 years technical support or IT experience interfacing with external clients
Administrative Knowledge of Microsoft Windows Servers and Apache (OpenSSL). Linux and other Server administration knowledge a plus
Basic understanding of networking protocols and devices, web servers and VPN
Must display Values (Innovation, Action, Customer driven, Trust) in actions and work
Ability to think on your feet – good problem-solving skills
Possess a positive attitude and outlook
Customer-focused and can demonstrate mastery of customer service skills
Customer-facing experience (you have dealt with customers directly, and you are a “people-person” who knows how to talk to clients)
Be proactive, self-directed, detailed and organized in order to take lead of any situation
Excellent English written and oral communication skills
Additional languages are a plus
Working hours will be US West coast regular work hours 7:00-16:00pm PST which results in 17:00-2:00 local time

Tech Support Analyst Resume Examples & Samples

B.S. in Computer Science or a related field
0-2 years overall technical support experience
Experience in Java or open source based technologies. Understanding of XML based applications
Detailed knowledge of the UNIX/Linux operating system and tools
Detailed knowledge of MySQL / MSSQL or other RDBMS
Demonstrated skill and passion for problem solving and operational excellence
Big Picture: solve problems at their root, stepping back to understand the broader context
Proactive: You display energy and initiative in solving problems. You follow all possible avenues to get the job done
Adaptable: You undertake a variety of tasks willingly. You adapt quickly to new technologies and products. You work effectively with a variety of personalities and work styles
Handling Stress: Ability to retain composure under stressful conditions, communicates effectively with a wide array of individuals at Amazon, and gets the right things done
Quality: You demonstrate appropriate quality and thoroughness
Integrity: You act with personal integrity at all times
Professional: You work within your team’s process. You confront problems (even when outside your own domain), propose solutions, take ownership through to resolution or ensure a clear hand-off. You have a positive, can-do approach to work

Tech Support Analyst Resume Examples & Samples

Engineering from good school
Basic Linux Basic SQL commands
Basic knowledge about web(html,xml)
Regular Expression
Trouble Shooting ability
Excellent Data Accuracy skills
Excellent Analytical ability
Knowledge of VBA script

Assoc Tech Support Analyst Resume Examples & Samples

Prioritize incidents and complaints to assure all SLOs are meet
Escalate hardware repairs to third party providers as needed
Installation of workstation, telephony, and mobile hardware/software as required
Work with other support groups such as network operations, in assisting in the resolution of incidents or maintenance activities
Ability to support, and explain technical concepts to users at various levels of technical proficiency
Ability to communicate effectively with wide variety of users, and technical teams

Tech Support Analyst Assistant Resume Examples & Samples

Troubleshoot, evaluate, repair, maintain and install point-of-sale equipment, ID card production equipment, printers, scales, cash drawers, cash registers, credit card machines, handheld readers and other support equipment
Coordinate and manage installation and permitting for ATMs on all campuses; coordinate and manage relocation and removal of ATMs
Configure, troubleshoot and provide customer service for card transaction systems including ID card production, meal plan and declining balance systems, interfaces and integrations with other ERP systems and network infrastructure
Coordinate services for network installs and other telephony services and manage entry and resolution in ticketing and tracking tools
Provide customer service, identify problems and provide solutions; respond to routine user questions on operation of hardware, software and equipment
Test newly installed equipment and/or software; maintain hardware and/or software configuration changes; replace worn out or missing parts
Install upgrades to hardware or software and work with vendors on version upgrades
Perform data entry; create and analyze reports and troubleshoot other software and hardware issues
Collaborate with other ASU departments as well as outside vendors/entities for resolution of any issues; maintain accurate tracking of service tickets and assets in the appropriate systems
Assist with troubleshooting and installation of door hardware, panic and intrusion alarms, video cameras, motion detectors and other hardware
Maintain daily operations for software permissions and patron data information in databases including assistance with data transfers via file transfer protocol (ftp), and imports for conference guest programs and/or meal plan resets and balances
Operate a State vehicle
Demonstrated knowledge of IP network protocols
Demonstrated knowledge of identity credentialing, smart card technologies, credit card machines and Point-of-Sale systems
Experience with Micros, Blackboard Transact or CBORD, IDWORKS, Diebold ATMs and Lenel products
Evidence of SYSTIMAX certification, LENEL certification or other relevant certifications a plus
Experience in using Microsoft Office Suite and Adobe
Experience in SQL
Experience in ftp, afs, ssh, putty, and other technology tools
Experience in ticketing systems
Experience with SSLVPN, Citrix and/or VMWARE
Demonstrated knowledge of food service operations including alternate point-of-sale equipment, inventory systems, and operational components surrounding daily technical support

Tech Support Analyst Associate Resume Examples & Samples

Experience with trouble shooting technical issues for both hardware and software
Ability to field a wide range of technical questions from a user base spread across multiple locations
Excellent communications skills with users with varying technical knowledge
Experience tracking and handling computer inventory
Able to provide excellent customer service to ASU students and Staff

Senior Tech Support Analyst Resume Examples & Samples

Provide direct support to client, providing technical expertise in implementing our APIs into their solution. Quickly understand our client’s host system and drive to solutions for integration
Work with other global client service teams to ensure smooth client onboarding / implementation, and readiness for post go-live support
Coordinate with Product, Account Management, Technology and others to troubleshoot post go-live support issues
Continuously expand your knowledge base with new APIs being added to the platform
Continually improve the customer experience by delivering faster and lower touch onboarding
Innovate on new ways to interact with clients and potential clients that drive higher satisfaction and NPS levels
Focus on identifying and meeting client's needs that result in high impact solutions
5+ years of experience in operations, client facing, or support roles, preferably within modern technology platforms and payments
Bachelor Degree required. MBA a plus
Experience providing operational support for SaaS API based product is highly desired
Ideal if you have direct experience building applications through use of API
Strong cross functional, global collaboration skills with an ability to work across all levels
Self-motivated, results oriented individual with the ability to handle numerous projects concurrently
Comfortable operating in a fast paced and complex environment, with an ability to handle numerous projects concurrently
Excellent presence and experience in communicating and presenting to clients
Ability to articulate complex technical terms or processes into business language
Fluent in Java, JSON, Web Applications, API design, SDKs, and developer tools
Working knowledge of payments industry a plus but not required

XPS Tech Support Analyst Resume Examples & Samples

May perform one or more of the following duties
Participates in or leads cross-functional teams focused on the delivery of new or existing projects
Plans and directs schedules and may monitor budget/spending
Monitors the project from initiation through delivery
Organizes the interdepartmental activities ensuring completion of the project on schedule and within budget constraints
Responsible for coordinating the delivery of professional services to customers
Responsibilities include the overall planning, organizing, directing, controlling and delivery of all projects prioritized in alignment with the client’s expectations and business needs
Ensures the ongoing process/system capability associated with projects and manages any changes required to meet or exceed the expectations established in project designs

Assoc Tech Support Analyst Resume Examples & Samples

Perform manual remediation of workstations that are not able to be remediated with automation
In-depth knowledge of window operating system and remote administrative tools like PowerShell, pstools, Microsoft snap-ins etc
Customer support skills required. Contact users via email/IM/phone to inform them of remediation required and work either remotely or have them bring their laptops to the workstation support area to perform remediation tasks
Experience with SCCM, Bigfix and Tanium a plus
Provide 2nd level support on a need basis. Handles problem identification, research, isolation, resolution and follow-up for user problems
Utilize all technical resources to analyze technical issues and solve customer problems
Installation of hardware/software as required. Provisions and prepares workstations using standard images. Setup and install new workstations, loaners and other workstation related equipment
Good knowledge of Windows 7/10, MS Office suite and Outlook
Experience in utilizing client remote control solutions & PC troubleshooting
Ability to read event viewer, analyze logs and Microsoft Software troubleshooting
A great listener

Tech Support Analyst Resume Examples & Samples

Test and image desktops and laptops
Maintain, analyze, and troubleshoot, software and computer peripherals
Ability to setup, configure and add all hardware
Assist Corporate Desk Side Support technicians with large IMAC's
Assure that all tickets requiring follow up work and/or calls receive appropriate attention

Assoc Tech Support Analyst Resume Examples & Samples

Escalate hardware repairs to third party maintenance providers as needed
Work with other support groups, such as network operations, in assisting in the resolution of incidents or maintenance activities
Good knowledge of Windows 7, MS Office suite and Outlook
Setup, Configuration and troubleshooting of local and LAN printers
Cisco, or MS Lync Voice/Video troubleshooting
Experience with Apple & Google mobile devices
College degree is highly desirable
Experience providing support to software development environment preferred but not required.

Associate Tech Support Analyst Resume Examples & Samples

Provide 2nd level support on escalated workstation, telephony, and mobile related issues and requests
Effectively questions user to collect information and understand the issues they are experiencing, and perform diagnostic procedures to isolate and resolve the issues
Maintain 100% accuracy/control in the asset database of deployed assets, recording/updating as needed

Application Tech Support Analyst Resume Examples & Samples

Bachelor Associate degree in Computer Science or equivalent
Minimum 1 year of experience or formal training in a programming scripting language framework Unix Shell, Perl, Python, Java, C , .NET, Powershell, etc
Minimum 2 years Experience with Windows,Linux and Unix operating systems
Understanding of basic networking, database and server OS concepts
Experience with Mobile Device Management applications such as Afaria, Mobile Iron, Airwatch
Experience in Service Delivery Operations
Experience with configuration and management of Microsoft Internet Information Services

Nike Tech Support Analyst Resume Examples & Samples

Maintains inventory of computers and printers
Negotiate with outside vendors on contract fulfillment, obligations and dispatches IT Services staff and /or vendor representatives to resolve problems
Monitor and report on compliance with contract terms and conditions
Mentor, coordinate and provide orientation and training to Technical Support and users
Provide leadership to Technical Support Analysts by disseminating information and through advising, coaching and mentoring staff
Lead and Manage IT projects as directed by Territory IT Manager and LBS Manager
Arrange processes for disposal and donation of older technology
Liaise with Territory IT Manager and LBS Manager to ensure that all spend on forecasted budget is tracked and monitored in detail
Work with Territory IT Manager and LBS Manager to plan new initiatives and departmental business plan
Provide input to development and refine process and procedures in specific areas
Degree/National Diploma in Computer Systems Technology or equivalent qualification combination of education and experience
2 – 3 years’ experience in engineering support and development of desktop systems, mobile devices and other equipment
Expertise in customer service, requirements, gathering and product analysis also required
Must have gained experience in a high pressure IT support environment
Experience in support of a wide range of products and technical infrastructure/technologies
Microsoft (MS), Windows Server, MS Exchange Server, MS SQL Server, MS Windows, and MS Office
Apple OSx
Hardware experience included: routers, switches, cell phones, telephones system , Fax server and printer/scanners
Telecomms cuitrcuits, internet and voice lines
Understanding of applications layer security within AD directory and SharePoint
Advanced computer usage skills aptitude
Knowledge of Information security disciplines to ensure confidentiality integrity, and availability of systems and data
Excellent communication with good people management skills and ability to interact at all levels
Good command of verbal and written communication
Ability to effectively organize and structure activities
Ability to facilitate multiple activities
Demonstrate loyalty, work ethic, integrity, professional conduct, and ability to manage responsibilities autonomously
Demonstrate strong technical and time management skills coupled with outstanding communication abilities
Demonstrate commitment and safe work practice

SW / Application Tech Support Analyst Resume Examples & Samples

Analyzes and solves problems that are low complexity and may be routine in nature where answers can be readily obtained
Interacts with peers within Accenture before updating supervisors
Likely has limited direct exposure with non-management levels at a client and/or within Accenture
Receives moderate of level instruction on daily work tasks and detailed instructions on new assignments
Minimum of 6 months professional experience (internship experience ok when applicable)
Minimum of 6 months experience supporting Local or State Government industry/clients
Minimum of 6 months experience working as a contractor for a large consulting organization
Experience writing functional requirements and performing testing duties
Excellent leadership, communication (written and oral) and interpersonal skill

Senior Tech Support Analyst Resume Examples & Samples

Installation, configuration, and support of PC, Mac, telephony, mobile, and voice/video hardware/software
Support and troubleshooting of Windows 10, Windows 7, MS Office 2016/2013 suite and Outlook, OSX El Capitan/Sierra, IOS, Android
8-10-year experience as technician supporting over 300 users
Technical writing
Results-oriented
Goal seeker
Flexible with hours

Senior Tech Support Analyst Resume Examples & Samples

Working on Agile projects
Proactively handing off work to peers at the end of shift
Monitoring multiple intake channels (i.e. Telephone, Web Portal, eMail, and Chat)
Actively collaborating and communicating with peers, fostering a positive team environment; occasionally works to remove barriers for peers
Experience performing real time workforce management (IEX & Avaya)
Experience with user administration (Web Based)
Experience with Quality Assurance (NICE Perform)
Commercial Support team is staffed 24x7x365 including holidays; this shift is targeted to be a Monday to Friday 6am to 230pm shift
ITIL Foundations Certification
Other ITIL Certifications
3+ years of experience in performing IT support
3+ years of customer service and \ or call center experience
1+ years of HPSM and \ or ServiceNow experience (Incident - Creating Tickets)
1+ years of experience using knowledge databases (UKS, ServiceWare, ServiceNow)
1+ years of experience with technical writing (i.e. authoring articles for knowledge databases)
Demonstrated experience working independently with low direct supervision
Ability to work overnight shifts and occasional holidays (< 2 Holidays per year)

Senior Tech Support Analyst Resume Examples & Samples

Daily duties will include monitoring trouble tickets, answering support calls and various projects
Ability to travel within the city will be needed when remote support is unavailable
Frequently this person will perform analysis of software and hardware to suit needs and requirements of MSO - investigation of unconventional solutions is desired
Undergraduate Degree and/or 3+ years of equivalent IT work experience
3+ years of direct end user support
3+ years of experience with desktop configuration
3+ years of experience Active Directory adds / move / changes
3+ years of experience Active Directory group policy
3+ years of experience Printer Maintenance
2+ years of experience in Enterprise Wireless system configuration
1+ years of experience with virtual server environment
1+ years of experience in support in a Terminal Service or Citrix environment
Ability to work nights and weekends (as required by the business)
Experience in support of end user Phones / workgroup management
Experience with configuration of switches
NextGen and/or AllScripts - EHR / EPM experience

Senior Tech Support Analyst Resume Examples & Samples

Work with stakeholders in Client Support Services (CSS) and non-CSS organizations, to analyse requirements of new products, services or initiatives to support the business, and formulate implementation and support solutions
Confidently manage client pilot projects in parallel to product developments and a changing landscape
Create and deliver comprehensive training and materials on new products and processes to CSS teams
Build a cohesive global workgroup and involve those global workgroups in communications and decision making
Constantly create good functional collaboration with internal and external stakeholders, by being able to speak confidently and having a professional demeanor
Be accountable for delivering agreed objectives
Assume appropriate decision-making authorities to ensure flawless execution of business objectives
Identify opportunities for process improvement and/or new methodologies to improve departmental efficiencies and service delivery to clients
Identify improvement opportunities to existing products or services
At least 8 years of professional experience in a Business/Project Management / Information Technology role (out of which 3-5years as an SME in a technical service or product)
3+ years’ experience working with cross functional business teams in projects
Project management of retail banking, card schemes or new technologies that are applicable to the payment industry
Team collaboration demonstrated by desire and willingness to share knowledge with a broader team, be receptive to new ideas and changes to the standard operational procedures
Be able to communicate complex, technical concepts in a focused and well organized manner
Be able to learn and acquire knowledge in new technologies in keeping step with market developments
Good analytical skills, not just for problem analysis, but to use technical acumen for reviewing appropriateness of technical or project documents and in integrating systems solutions
Willingness to take on new challenges, explore new ideas and be flexible with changing priorities
Orientation towards quality enhancement and process improvement
Organized in tasks and activities
Constantly keep current with development within Visa and the industry, so as to be able to provide innovative solutions to clients

IT Tech Support Analyst Resume Examples & Samples

Ensure LAN/WAN capabilities are maximized through effective network administration, high levels of systems security and a timely, reliable, accurate systems recovery program
Develop, test and maintain system recovery procedures and disaster recovery plans
Develop, test and maintain documented systems procedures/work instructions – train end users
Support the maintenance and trouble-shooting requirements of information systems for Decostar GSC
Support Communication devices including cell phones, phone system, and 2 way radios
Maintain and support front office systems including: Solidat, AutoCAD, Lotus Notes, etc
Participate in internal audits (SOX,TS,ISO)
Performs such other reasonable duties as may be assigned from time to time
Bachelor’s Degree in Computer Science, MIS, CIS, or related study or equivalent experience
High School diploma and 3 years IT related experience may be substituted in lieu of degree. Work experience combined with current schooling towards degree will be considered
Minimum of 3 years’ experience in Information Systems with a strong manufacturing background, preferably in the Tier 1 OEM automotive parts industry
Background in VMWare cluster environments and maintenance (ESXi)
Programming SQL stored procedures, functions and triggers a plus OR Intermediate programming (C#, VB, ASP.NET, java, etc) a plus
Hand-held devices; bar code scanners, RF tag-readers, card readers
Must have the ability to solve problems quickly and automate processes
Must have basic administrative knowledge of the 2003 and Linux server
Must prepare process flow diagrams
Experience with Microsoft office applications (Word, Excel, Power point)
Ability to communicate effectively and work both independently and well with others
Ability to work off hour shifts & weekends

Associate Tech Support Analyst Resume Examples & Samples

Chair and actively drive critical/major incident resolution to meet group MTTR objectives
Document and communicate critical milestones/progress of ongoing incidents on a bridge call timely and accurately
Accurately and promptly assess/solicit the impact, take ownership and drive incidents to resolution as dictated by the impact and severity of the problem
Responsible for the internal and external communication of issues to users, other internal support groups and the customers via pages, email broadcasts or phone
Follow documented operations processes and work with appropriate groups to administer and maintain these policies to ensure standard approach is adopted during escalation or when implementing system changes
Provide an Operations and Support perspective in the adoption of new technologies and the implementation of new software
Resolve standard incidents promptly without escalation
Constantly follow-up on all open incidents and problem tickets to meet group objectives
Propose process/procedure improvements to better the department and services provided
Possess Information Technology Infrastructure Library (ITIL) Foundation v3 Certificate
Bachelor's degree, or equivalent industry experience
Has an excellent understanding of Open Systems environment (Unix, Windows & Linux)
Understands basic networking principles
Good business and technical knowledge of the Visa systems including network architecture, operating system and associated tools
Has excellent interpersonal, customer service skills and professional English communication skills, both verbal and written
Has strong reporting, documentation and presentation skills
Able to effectively communicate at a staff level and senior management level
Able to work on own initiative and independently
Must be meticulous, highly motivated and portray a sound business ethic
Must be able to work effectively and productively in a team and be collaborative with all other teams
Must have an analytical mind - be able to analyze situations and offer solution to common problems
2+ years of operational working experience in a similar operational support environment
Permanent day 12 hour shift schedule
Ability to speak Spanish would be beneficial to support LAC market
This is a 24/7 operational department where you will be required to work weekends and over the holiday periods

Associate Tech Support Analyst Resume Examples & Samples

Gain a solid understanding of the online payment industry and leverage this knowledge to troubleshoot internal and external incidents. Leverage this understanding to build partnerships with second level teams and train down to the junior staff
Support applications in a Linux environment and troubleshoot network, database and system issues that are often not well documented. Use basic scripting skills to generate reports based on support requests and incidents
Lead technical bridges and interact with both technical staff and management during the incident and change management process
Demonstrate the ability to gauge the scope and criticality of impact in the defined period of time and direct the team to take the appropriate actions
Ensure all team goals are on track and assist with the day to day work on the floor. Identify areas to improve and work with staff and management to implement changes
Craft incident reports targeted for upper management and customer support in response to a critical issue
Interact with second level teams and Customer Support to ensure incidents are closed out and impact is clearly communicated per the process in place
Review change activities and upcoming maintenances and coordinate with staff to cover the activities. Identify and raise concerns with upcoming changes and work with the implementing team to resolve the concerns
Coordinate with second level teams on projects and major changes. Ensure proper communication is handed down to the staff and all necessary documentation is in place
Provide use case documentation and requirements for new projects and form partnerships with others to ensure the requirements are met
Work with little supervision and oversee day to day activities by all staff members
Provide guidance and training to the team and act as a technical point of contact
Bridge the gap between second level teams and strive to answer staff questions and resolve incidents before escalation is necessary
Review and approve new procedures and prepare training material for the staff
Quickly and accurately assess the impact of a major system or application outage and communicate the impact to management
Use verbal and written communication skills to ensure that management is well informed of ongoing incidents. Craft written responses based on the target audience
Act as a single point of contact for the team during a crisis and direct staff to communicate the impact to technical teams and management
Assign projects within the team and coordinate with staff to ensure they have the resources needed to complete them
Coordinate with support teams to acquire training and materials for new and existing services
Leverage good understanding of key controls and compliance and regulatory requirements to identify areas for improvement or of concern
Take lead in providing training session and documentation for new features and emerging services and ensure that all staff members are prepared to support the service
Strong technical background with a working knowledge of Splunk, including log analysis and constructing queries
Knowledge of keynote or other web-service monitoring tools
Experience supporting web applications troubleshooting problems in a cross-functional environment
Demonstrated ability creating process and documentation for a first-level support team
The ability to prioritize critical tasks and coordinate with staff to accomplish them under duress
Willingness to work on-shift; permanent day 12 hours shift schedule
A strong technical aptitude and excellent communication skills. Demonstrated ability to bridge the gap between Customer Support, Management and staff

Tech Support Analyst Resume Examples & Samples

Evidence of a Master's degree in technology or related field
Demonstrated knowledge of current practices in digital media
Demonstrated knowledge of the principles and practices pertaining to the assigned department
Demonstrated knowledge of digital media systems
Experience in documenting technical processes clearly and effectively
Experience in working collaboratively on projects in a digital environment
Experience in providing training to individual or groups

Mobility Tech Support Analyst Resume Examples & Samples

Must be able to work in a fast pace environment
Customer Service Oriented
Mobile Iron and Air-Watch MDM knowledge required
Ability to work effectively with little supervision
Support of IE8, 9, 10, 11, Chrome, FireFox
Technical knowledge with Microsoft Office Suite (2003, 2007, 2010, 2013)
Technical knowledge of Windows Operating Systems (XP, Windows 7)
Technical knowledge with IT hardware devices (Desktop PC's, Laptops, Cisco IP Phones, iPads, iPhones, Androids, Blackberries, etc)
Technical knowledge (imaging devices, building Images using SCCM)
McAfee EPO and virus software experience
Technical knowledge with Video Conferencing
A+ certified a plus
Lifting involved up 50 lbs
Must be reliable
Business Professional
Ongoing knowledge of new devices and technology
Cisco VPN client and anyconnect products
General MS Outlook exchange settings and active sync support

SW / Application Tech Support Analyst Resume Examples & Samples

1 year of experience processing reluctant vendor requests for the Division of Purchase and Contract for the State of NC
Ability to create monthly team schedules
1 year of experience processing vendor requests for inactivation/reactivation
Ability to review tier 1 agents' work and provide assistance when needed
BA degree

Tech Support Analyst Resume Examples & Samples

Provide technical phone support to technicians and dealers
Bachelors degree a plus
Must have 2+ years of experience in the ATM or POS field
Solid independent decision-making skills
Working knowledge of Windows XP operating systems. Proficient in MS Outlook, Word and Excel
Bilingual proficiency in Spanish, a plus
Must be able to successfully pass all applicable background screening tests

Associate Tech Support Analyst Resume Examples & Samples

Ensure prompt resolution of client inquiries as well as create and maintain updated support documentation
Educate clients on best practices for all supported product and software applications, usage, and functionality
Manage team's mailboxes to ensure service level objectives are attained and aim to exceed customers' expectations
Collaborate as part of an effective global team to achieve team's goals and provide knowledge sharing assistance to team members
Available on-call for very rare high priority client issues after-hours and public holidays coverage on rotational basis
Candidate will also be cross-trained on Risk Mgmt tools to ensure optimal team coverage
Bachelor's degree (IT-related field a plus), with 2-4 years of professional experience
Ability to multi-task, continually re-prioritize tasks and work under pressure
Must have intermediate troubleshooting/debugging skills and a passion for problem solving and investigation
Self-starter and fast learner and understand new process and protocol
Experience as part of a global support team. a plus

Associate Tech Support Analyst Resume Examples & Samples

Complete enrollment process multiple Risk Management products for new clients, and update the application when existing VRM clients request change
Complete enrollment process in Visa Risk Manager for Visa Strategy Manager client set-ups
Complete enrollment process for Visa Risk Manager Token Service enrollments, update the application when existing VRM clients requests changes in this service, address requests to correct out-of-synch /non-entitled BIN range mapped for Token Service in the Visa Risk Manager application
Ensure that service level objectives are met or exceeded
Build and maintain relationships with internal Visa stakeholders such as Product, and Fraud and Risk Support Team staff
Will also be cross-trained regarding Certificate Management for multiple products
Bachelor's degree, with 2-4 years of professional experience
Ability to learn and perform tasks in simple to complex applications and processes quickly and completely
Fast typing skills; Knowledge of touch typing system is preferred
A proven track record for making sound business decisions in a fast-paced, dynamic environment
Build productive relationships across department and functional boundaries
Strong knowledge of processing tools (MS Office Word, Excel, etc.)

Senior Tech Support Analyst Resume Examples & Samples

Provide direct support to multiple function lanes in VOCC to onboard and ongoing success of the teams to support our services and clients
Work with other teams internal/external to VOCC to collaborate for the success of onboarding / implementation, and readiness for post go-live support
Continually look for opportunity to improve inter/intra team operation efficiencies
Contribute in Next Generation Operations (NGO) as a key representative for VOCC East team
Continually improve the customer experience by automating repetitive manual works
Innovate on new ways to interact with clients and potential clients that drive higher satisfaction
Drive the next generation VOCC Gamification system, be the subject matter expert to oversee the entire Gamification ecosystem
Ensure successful implementation of all enhancements and bug fixes for Gamification
Create materials and communicate to all levels in Visa
5+ years of experience in operations, client facing, or support roles
Experience providing operational support
Ideal if you have direct experience in communicating to mass audience and management
Excellent presence and experience in communicating and presenting to all levels

Infra Tech Support Analyst Resume Examples & Samples

Receives and logs customer problem request issues and ensuring proper documentation
Performs initial level of problem identification and attempts to resolve when appropriate otherwise, documents all troubleshooting efforts in problem ticket and makes prompt notification to responsible party for resolution in order to minimize the amount of time taken to resolve customer issues
Assists with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement
Performs incident notification and escalation to ensure problems request issues are communicated effectively and receiving proper management attention
Performs follow up on all incidents with customer to ensure customer satisfaction
Develops and maintains knowledge of support toolset incident tracking tool, knowledge base, and other Agent tools
Develops and maintains knowledge of customer and customer specific business environment to include Service Level Agreements, Service Level Objectives, and Operating Level Agreements
Develops and maintains technical skills and understanding for the support of
Participates in operational readiness testing for new business transition activities to include overtime as required
Seeks opportunities to improve knowledge, skills and performance and is receptive to constructive criticism
Works independently and maintains a high degree of professional conduct at all times
Minimum of 1 year experience with personal computers including Helpdesk support
Minimum of 2 years’ experience with customer service or public relations
Technical competence in Microsoft Windows Operating Systems NT
XP Microsoft Office Network Connectivity E Mail Clients Internet Connectivity
Ability to interact effectively with others
Strong Client Focus
Good administrative and organizational skills

Senior Tech Support Analyst Resume Examples & Samples

Serve as the point of escalation for complex issues
Participate in the recovery and troubleshooting efforts of large scale and complex application environments as well as including the associated infrastructure and network components
Interacts directly with distribution center operations staff and engineering and development team members across the IT organization
Facilitates the change management approval processes, task management, and escalates to upper management for high risk approvals
Manage and configure and monitor system and diagnose production processing performance
Respond to system alerts and troubleshooting and resolving problems
Build, configure, and test automated patch software
Owns technical and operational documentation being complete, accurate, relevant and up-to-date
5+ years IBM Mainframe development experience
Experience in purchasing applications desired
Expert in at least 2 domains
Incident & Problem Management experience
Expert knowledge and experience of the domains and the business processes being supported

Tech Support Analyst Lead-desktop Support Resume Examples & Samples

5+ years experience in client/end-user desktop support focused on Microsoft windows
Experience in supply chain & warehouse operations
Expert in at least 2 domains
Incident & Problem Management experience
Train, mentor, coach and cultivate a "Second to None" team of analysts
Expert knowledge and experience of the domains and the business processes being supported

Tech Support Analyst Resume Examples & Samples

Manage and configure monitor system and diagnosing production processing performance
Facilities the change management approval processes, task management, and escalates to upper management for high risk approvals
Manage relationships with IT hardware and software vendors – software as service
Identifies, analyzes and resolve issues including escalations when appropriate
Documents problem resolution utilizing standard procedures / tools
Communicates problem resolution and their impact to customers
3+ years' experience specifically in network engineering/support
2+ years experience in data or voice networking

Customer Tech Support Analyst Resume Examples & Samples

Level 1/2 troubleshooting of the Publix Network Infrastructure
Monitoring and responding to alerts from networking devices
Working directly with Telco venders on Circuit outages
Escalating high severity and chronic problems to the management
Answering phones and log incident records
High School diploma or its equivalent experience
Experience working with various Cisco hardware (Routers, Switches, Access points)
Experience working with a variety of WAN (Data/Voice) circuit technologies (B1,T1, IMA, ISDN, DS3, OC48, OC192, ATM, MPLS, Frame Relay, SONET)
Experience working with Wireless technologies (801.11 B,G,N)
Excellent communication and team skills
Must be flexible and able to handle stressful situations in a professional manner
Excellent punctuality and attendance
Demonstrated sense of urgency and ownership
Ability to work well in a team environment
A high degree of self-motivation, commitment, and integrity; and demonstrated ability to work under minimal supervision
Good human relation skills (the ability to work well with others and be a team member)
Show enthusiasm, initiative and pride in work, and a
Commitment to Publix and our Mission
CCNA, CCENT, CCNP certifications
Experience supporting PBX\BCM telephone systems
Experience working with trap receivers and tracing tools
Experience working with industry standard network cabling (Cat5, Cat6, Fiber Optics)
Experience working in an organization utilizing formal processes such as Change Management, Incident/Problem Management and Disaster Recovery

Tech Support Analyst Resume Examples & Samples

Assists in the deployment of solutions and associated documentation
*EOE Race/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Protected Veteran/Disability Status***
3+ years’ experience in client/end-user desktop support focused on Microsoft Windows

Business Tech Support Analyst Resume Examples & Samples

Two (2) or more years of relevant experience
A Bachelor's Degree in related area; and/or equivalent experience and training
A experience conducting escalated, broad technical support hardware and software tests, analyzing test results and producing reports of conclusions and recommendations
Experience in a healthcare environment preferred

Tech Support Analyst Resume Examples & Samples

Provide training and assistance to all HRL staff for desktop, laptop and mobile computing devices
Respond to trouble calls and provide individual and group support
Develop training materials, courses, and workshops for all levels of staff
Perform periodic inspections, inventory, and maintenance for all computing devices
Install, maintain, and periodically inspect residence halls access control and camera stations
Troubleshoot software issues and insure integrity of access control system and safety/security cameras
Provide training to Facilities and Central Office Staff on access control system and occupancy management system
Coordinate with UNCG Police department in maintenance and software upgrades for Safety/Security Cameras
Assist AD for Technology in implementing Facilities Work Order Management Software
Serve as Secondary Application Administrator for occupancy database system and software program
Provide leadership in relational database administration and coding (SQL)
Assist in designing, developing, testing, and upgrade/enhancements
Work with ITS to coordinate projects requiring operating system level work
Journey level requires an additional one (1) year of experience
Advanced level requires an additional two (2) years of experience

Tech Support Analyst Resume Examples & Samples

Answer incoming calls and log them into Call Tracking System with detailed information
Responding to client issues by diagnosing system hardware and software problems
Instructing users in use of equipment, software, and hardware
Prepares systems following documented procedure
Effectively communicates issue status to management and customer
On Call responsibilities as required
2+ years experience in PC and MAC desktop support in a business environment

Infrastructure Tech Support Analyst Resume Examples & Samples

Assist in assembling and configuring new personal computer hardware when it is received from vendors
Minimum of 1 years of experience with Proactive support of a virtual server infrastructure based on VM ware and MS Windows Technology
Minimum of 2 experience with Common Microsoft-platform software: Windows, Outlook, Office
Ability to be flexible and work analytically in a problem-solving environment
Strong coaching and project management skills

Tech Support Analyst Resume Examples & Samples

Provide second level technical support for technology infrastructure and customer issues and requests. Provide feedback based upon customer interactions to improve support model and quality of development efforts. Work under direction of senior level team members to implement necessary changes to support model
Provide knowledge, training, and solution sets to first level support teams to improve first call resolution and increase customer satisfaction. Review issues to identify trends and make recommendations for improvement
Responsible for providing best in class customer care. Exhibit customer advocacy while understanding and working within enterprise guidelines. Demonstrate intermediate knowledge of key business processes of partners and customers. Relate business needs in appropriate terms for team members. Proactively strengthen relationships with customers
Demonstrate intermediate technical skills in areas such as client, systems management, security, service management, applications, and networking. Provide support and ensures reliability for deployed technologies, systems, and processes according to established procedures and industry best practices
Evaluate and respond appropriately to customer issues and requests. Handle complex issues without assistance. Escalate when necessary to appropriate team or individual to resolve. Document and analyze problem details, and perform root cause analysis. Identify measures to reduce problem occurrence and improve service delivery
Coordinate the successful execution of medium to large project activities to the satisfaction of customers while conforming to project management procedures and policies
Demonstrate intermediate knowledge of primary customer service responsibilities and computer-related technologies utilized by YRCW. Serve as a liaison to other groups within the organization in regards to customer service best practices and policies. Provide feedback based upon customer interactions to improve support model. Work under direction of senior level team members to implement necessary changes to support model
Maintain understanding of industry trends and best practices. Identify opportunities to utilize technology to automate and streamline processes, simplify customer interaction, and improve service delivery. Contribute to current and long-range strategy planning efforts
Work with team members to establish, review, and enhance standards, policies, and procedures for related responsibilities
Provide 24 by 7 on-call support on a rotating basis
Building Trusting Relationships - Using appropriate interpersonal styles to establish effective relationships with customers and internal partners; interacting with others in a way that promotes openness and trust and gives them confidence in one’s intentions
Communication - Conveying information and ideas clearly and concisely to individuals or groups in an engaging manner that help them understand and retain the message; listening actively to others
Initiating Action - Taking prompt action to accomplish work goals; taking action to achieve results beyond what is required; being proactive
Excellent communications skills with both IT and Business customers
Ability and willingness to perform necessary research to ensure the customer’s needs are addressed
ServiceNow Catalog Administrator experience required
ServiceNow: experience with the modules and how to search to find information
Mainframe knowledge

It-tech Support Analyst Resume Examples & Samples

Troubleshoot, diagnose and identify system software and hardware peripherals via in-person or telephone concerning system operation
Replace defective or inadequate desktop and laptop hardware
Provide weekly and weekend support, on a rotational basis, for users when needed
Escalates major hardware and communication problems to your immediate IT management for resolution
Bachelor’s Degree in Computer Science, Mathematics, Engineering or equivalent with direct related experience
Knowledge of various PC / MAC related hardware, peripherals, and system applications
Knowledge of various Operating Systems including Windows XP, Windows 7 and MAC OSX environments
Knowledge of various applications, diagnostic tools, and troubleshooting techniques
Knowledge of SMS, Casper, Citrix and other management tools used to maintain the computing environment

Tech Support Analyst Resume Examples & Samples

Administration for Windows: Server 2012
Hyper-V, Group Policy, Server Backup, XP/7/10
Active Directory Security Cluster Server
SQL Server 2014 Administration
Trend Anti-Virus Administration
Risk Management Framework/Certification and Accreditation
Red Hat Linux Administration
Systems Administration/System Engineer certification in Microsoft

Senior Tech Support Analyst Resume Examples & Samples

3+ years Avaya-related technologies experience such as Contact Center programming (i.e. Agents, Skills, Vectors, VDNs, variables, time tables, holiday tables, CMS Supervisor) required
4+ years’ experience in a minimum of one IT domain
Prior experience in a multi-platform and legacy system communications environment. (i.e. Audix, Intuinty Audix, Message Manager, Modular Messaging, CM R13, CM, R14, BCMS)
Some experience in supply chain and warehouse operations systems strongly preferred
Achieved role with an increasing level of responsibility
Ability and expected to gain experience in multiple domains over a relatively short period of time

SW / Application Tech Support Analyst Resume Examples & Samples

Analyzes and solvesproblems that are low complexityandmay be routine in naturewhere answers can be readily obtained
Interacts with peers within Accenture before updating supervisors. Likely has limited direct exposure with non-management levels at a client and/or within Accenture
Receivesmoderate of level instruction on daily work tasks and detailed instructions on new assignments
Local to Tallahassee, FL
Minimum of 3 months experience supporting State or Local government projects
Minimum of 3 months experience working with/for large consulting organization
Minimum of 3 years experience with the following responsibilities: reviewing calls for quality assurance and service level agreements, serving as POC for escalated tickets, and working as a call monitoring specialist

Cyber Tech Support Analyst Resume Examples & Samples

Develop in-depth analytical assessments and recommend the best methodology to prepare and produce integrated intelligence products
Review, edit, plan, prepare, and submit in-depth regional, strategic and/or functional national military intelligence studies, plans, and/or products concerning threats to acquisitions
Research, review, evaluate, interpret, analyze and integrate all-source intelligence data in order to assess and identify capabilities, vulnerabilities, opportunities, threats, and targets to develop warnings
Participate in the coordination, monitoring, and integration of valid intelligence while ensuring timely, comprehensive and accurate response
Identify intelligence trends and propose new or revised analytical efforts which alert leadership to new developments and meet customer requirements
Provide input to and maintain pertinent databases, systems, and mechanisms for sharing relevant intelligence information to support on-going and projected research products
Maintain coordination and continuing liaison with counterparts in the intelligence community and related government, industrial, and educational institutions in order to exploit all possible sources of information and to maintain up-to-date cognizance of U.S. and foreign developments
6 years of experience as an All Source intelligence analyst supporting Cyber activities and operations in DoD or other United States Government organization
3 years of experience with DoD or other United States Government organization’s threat to acquisition activities and operations
1 year of experience each in Intelligence Message Handling Systems (MHS), HUMINT online Tasking and reporting (HOT-R), and Microsoft Office Suite
Current Top Secret clearance with SCI Eligibility

Tech Support Analyst Resume Examples & Samples

Positivity
Clarity in communication (verbal, written, relational)
Cherwell Service Management (ticket tracking)
Casper (Mac OS X imaging)
SCCM (Windows imaging)
VMware View (virtual desktops)

Pico Tech Support Analyst Resume Examples & Samples

Evaluate PICO system input/output processes, and working parameters for error free product processing by vendors
Analyze all aspects of the existing infrastructure and recommends modifications that will enhance system reliability, availability, and serviceability
Work with teammates, clients and other teams to identify and address ICO systems problems
2+ years of technology experience
Fluent in Spanish
Strong problem Solving skills
Strong PC skills - Windows , MS Office Suite, Visio
4 year College degree preferred, or equivalent work experience
Prefer ITIL and Lean Certified

Tech Support Analyst Resume Examples & Samples

3+ years of experience providing end user support and services in an enterprise environment
3+ years of experience Apple OS X and IOS configuration and support
1+ years Windows workstation OS and application end user support.EEO Employer

Tech Support Analyst Resume Examples & Samples

Possess 1 to 2 years of experience in a break/fix environment
Entry level -2 years of hands on technical knowledge of laptop and desktop design and software installation required
Able to lift and palletize heavy equipment. (PC’s, monitors, printers.)

Business / Tech Support Analyst Resume Examples & Samples

Supervise and act as the primary technical lead for the first/second tier technical support for business systems, including Blink, Link Family, and MyServices, mainframe services, campus telephone and voice mail services, campus networks including campus wireless services, centralized campus e-mail/ network username support for faculty and staff, campus VPN, campus computer registration support through Ethernet or wireless for faculty and staff, and campus computer/network connectivity problems
Provide first/second tier support for Instructional Technology; Instructional User Services; ResNet; Campus Software Distribution; Computing Infrastructure; Computer Room & Lab Operations; Hardware Technical Services; Desktop Support; Facilities; Classroom Technology; Instructional Technology Integration; Media Event Support (recharge); AV Design & Installation (recharge); and Media Teaching Lab
Directs career and student staff and prioritizes support, tasks, and projects
Evaluates and tests new technologies including performing simple to moderate cost / benefit analyses
Develop, review and maintain internal and external documentation
Model world class customer service and help build an environment where that is the norm, as well as an environment that staff look forward to working in
Requires independent judgment, strong organization and communication (oral and written) skills, and customer service focus. Demonstrated skill and knowledge of how to provide excellent customer service in a large, complex computing / telecommunications environment. Demonstrated experience training others on how to provide excellent customer service. Demonstrated understanding of internal/external customers
Experience at providing technical and administrative work direction. Experience in leading and supervising career and student staff in a university environment, including but not limited to experience with addressing staff performance issues in a way that focuses on development and improvement. Experience evaluating and managing performance. Demonstrated knowledge of supervisory and leadership techniques in managing staff, including, but not limited to understanding Servant Leadership principles
Demonstrated skill in configuring, troubleshooting and supporting end user client systems including desktop, laptop and mobile computing devices. Demonstrated ability to diagnose hardware and software problems on end user systems over the phone, via email and in person
Demonstrates problem-solving skills. Working knowledge of desktop and business / technical support systems. Demonstrated judgment to delegate / escalate issues appropriately. Ability to correctly diagnose problems and determine source of problem (hardware, operating system or software)
General knowledge of ITIL; phases and how this can help in a large customer service, complex computing / telecommunications environment. Preferred Qualifications
In-depth understanding of divisional or institutional business processes to provide the highest level of support

Tech Support Analyst Resume Examples & Samples

Receives, responds to and logs support calls from external customers via the Technical Support Center ACD line and email
Troubleshoots and restores routine technical service by analyzing, identifying and diagnosing faults and symptoms using remote control tool and established processes and procedures. Works to analyze and resolve the problem as quickly as possible or escalates to the appropriate team to ensure timely resolution
Strives to achieve a high degree of customer satisfaction by maintaining a high percentage of first call resolution
Works in a team environment and consults co-workers and procedures to optimize problem resolution
Logs, documents and closes customer incidents/requests through call tracking software and in accordance with established procedures
Communicates effectively with customers, technical experts and all levels of management
Performs other IT duties as assigned by management
Minimum of 1-3 years of professional, technical, or customer support experience in a corporate environment supporting hardware and software for at least 500 users
1-3 years’ experience supporting
Windows 7, 8 and 10 desktop operating systems, MS Office 2010 and higher
Desktops, laptops, mobile devices, smart phones
BA/BS in a related field desired but not required
Has a strong customer service orientation and desire to embrace technology as a means of improving service
Good working knowledge of Microsoft Windows operating systems and Microsoft Office
Ability to think outside the box
Project Management or working in a project oriented environment

Tech Support Analyst Resume Examples & Samples

Managing ticket queue constantly throughout day
Responds to end-user issues via face to face interaction, telephone, or escalated helpdesk tickets
Gather information to determine the issue by evaluating and analyzing the symptoms
Supports Mobility Devices (Blackberries, iPads, and iPhones)
Partners with other departments to provide technical assistance
Identify priorities and redirect problems to appropriate resources
Organize ideas and communicate appropriate messages
Stay current with system information, changes and updates
Handling all designated workstation installations and updates

IT Tech Support Analyst Resume Examples & Samples

Technical Support: Provide timely technical assistance to SiriusDecisions staff worldwide on an ongoing basis for troubleshooting and solving issues related to laptop and desktop computer hardware and software, including Apple, Windows, Microsoft Office and Google applications, among others
Employee Onboarding: Setup of new systems for employees, including laptop, desktop, memory, storage, software, VOIP phone and network configuration, and other hardware and software. Also, provide systems training as necessary
Infrastructure Support: Understand and provide support for the SiriusDecisions infrastructure, which is primarily cloud based, including our VOIP phone system, firewalls, wireless access points, IT security applications, printers, and other applicable hardware and software
Strategic Projects: Participate in the research and development of strategic infrastructure technology initiatives
Minimum 2 years in a technical support or help desk capacity
Working knowledge of Apple and Windows hardware and software
Working knowledge of Google applications
Apple and/or Windows Certified Technician a plus
Knowledge of networks, firewalls and VOIP phone systems a plus
Ability to multitask and work independently
Completed Bachelor’s Degree

Tech Support Analyst Resume Examples & Samples

Front line of CompuCom, interface with customers onsite at their location
Provide white glove service for all IT related questions
Maintain, analyze, troubleshoot and repair computer systems experience
Assist with corporate Desk Side Support technicians with IMAC
Provide technical support over the telephone and in person
3+ years of break/fix experience required
Desktop design and software installation required

Tech Support Analyst Resume Examples & Samples

Maintains service levels, quality and productivity standards set by the department
Ensure exceptional customer service and quality customer care
Work within company guidelines to ensure that customers receive accurate timely and dependable assistance
Providing password reset assistance to internal employees
Candidates must have familiarity with Windows XP, Windows 7, Microsoft Office 2003 and 2010
Experience with a ticketing/call logging system
Candidates must have strong typing skills (45+ WPM)
Excellent customer service, oral and written communication skills are required
Sound judgment and decision making skills, the ability to think analytically to troubleshoot technical issues is a must
Candidates must have a proven ability to multitask, deal with challenging customers, and solve problems
Exceptional customer service skills and proven ability to perform in a high volume, fast-paced technical support call center or desktop support environment
Excellent interpersonal, organizational and verbal communication skills
1 - 4 year of help desk, desktop support or other technical support experience
CompTIA A+ certification a plus

Business Tech Support Analyst Resume Examples & Samples

Three (3) or more years of relevant experience (i.e. desktop support in network environment)
Skills and abilities necessary to complete the most technical business / technical support functions
Demonstrated skill at project management processes
Demonstrated ability to construct and execute test plans for hardware and software
Experience conducting hardware and software tests, analyzing test results and producing reports of conclusions and recommendations
Extensive experience in use and knowledge of networking protocols such as DHCP, TCP / IP, etc
Requires interpersonal skills in order to work with both technical and non-technical personnel at various levels in the organization
Demonstrated skill providing technical training to users at various levels of skill
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
Experience at providing technical and administrative work direction
Experience in use and knowledge of complex scripting languages
Demonstrated ability to configure and customize moderately complex software
In-depth knowledge of server internals, especially as needed for troubleshooting and isolating issues
Broad knowledge of IT-related products and services
General knowledge of other areas of IT
Demonstrated skill in configuring, troubleshooting and supporting end user client systems including desktop, laptop and mobile computing devices
Thorough knowledge of unit's business processes
Working knowledge of organization computer requirements, recommendations and policies including security standards
Gathers, analyzes, reviews, categorizes and oversees ticket assignments for technical support for divisional, institution-wide or multi-institutional users ensuring referral to appropriate level of services
Performs highest tier of technical support
Provides bridge between customer needs and highly technical applications and application groups (ex: mainframe, network), other technology service providers and third-party vendors
Serves as staff expert on technical troubleshooting for the most difficult customer problems
Provides guidance to end users on IT policy and procedures
Certification in building On-Line training modules using Captivate or similar software
Ability to provide high level support for the client computing environment requiring a comprehensive knowledge of PC/Apple Desktops, Laptops, peripherals, software, operating systems, email systems, network connectivity, thin client/terminal technologies, and printing services )
Familiar with scripting and programming languages (Batch, VBScript, Visual Basic, SQL, Power Shell, HTML/HTML5, ASP, and JavaScript)
Thorough understanding of client infrastructure management including: Active Directory, Group Policies, Client Management Software (SCCM), Microsoft Installer, PXE, remote application deployment, and incident management

Tech Support Analyst Resume Examples & Samples

Desktop/laptop break/fix experience
Customer service and communication skills
Technical experience providing desk side support in a corporate environment

Tech Support Analyst Resume Examples & Samples

Review and evaluate current URO processes in Records, Graduation Services, Veteran Services, Classroom/Curriculum, Registration, Information Services, and Commencement. Update current processes to create better efficiencies
Develop process maps, documentation, and video for current and new URO processes
Assist department personnel with technical issues and inform supervisor of specific needs, and with questions and concerns regarding specific software packages used by the office
Review curriculum program revisions. Enter information into Banner Student (INB) forms
Participate in IT related project internal to the URO. Perform testing of new software and upgrades, including development of test plans and tracking of testing activities
2-4 key competencies for successful execution of job duties, including chosen level definition

Tech Support Analyst Senior Resume Examples & Samples

3+ years’ experience in Data Networking (Examples: Broadband, NPLS, Ethernet, 4G backup, LEC/CER and CSU troubleshooting, Cisco Nexus Routing, F5 LTM, Load Balancing, Cisco VPN, ADC, Solarwinds, Viptela, DNS, Firewalls)
4+ years’ experience in a minimum of 1 IT domain
Some experience in supply chain and warehouse operations preferred
Achieved role with an increasing level of reasonability
Ability & expected to gain experience in multiple domains over a relatively short period of time

Tech Support Analyst Resume Examples & Samples

Responds promptly and professionally
Effectively troubleshoots, replicates and develops workarounds for client issues
Documents and communicates the results to the client and/or Corporate Development
Uses Knowledge Management database to locate solutions to issues
Ensures case notes thoroughly detail the problem/resolution, are comprehensive of the issue and are professional
Performance issues related to client infrastructure integration are referred to a peer with specialization in the particular platform or application (Citrix, Lan/Wan, Client Server, etc) Provides complex technical expertise for industry standard database applications, ie MS Access, Oracle, mySQL, MS SQL Server, etc
Gathers client databases and environment variables and recreates client scenarios in a PC Lab environment in an effort to resolve complex database issues
Assists in new product pilots and roll outs to other departments and clients. Acts as liaison between Implementation, Client Services, Management and Corporate Support to ensure high impact problems are resolved in a timely and satisfactory manner
Provide technical support to all levels of Service Support Specialists regarding the resolution of product and client issues
Identifies training needs for the department and assists with training development programs. Provides feedback to management
Stays current with emerging technology and trends in order to provide technical support for product rollouts and/or existing offerings
1 - 3 Years Client Services or equivalent outside experience (Call Center experience)
Bachelor's Degree Preferred or Equivalent in Education - Experience
MCP Preferred or Equivalent experience

Business & Tech Support Analyst Resume Examples & Samples

Professional experience, and proven success, providing information systems support and management in a large scale organization
Experience conducting escalated, broad technical support including hardware and software tests, analyzing test results and producing reports of conclusions and recommendations
CompTIA Network+ Certification
Apple Certified Macintosh Technician (ACMT)

Associate Tech Support Analyst Resume Examples & Samples

Ensure that the systems are up and running
Monitor, resolve, and escalate issues within SaaS infrastructure
Analyze system logs and identifying potential issues with SaaS systems
Install and configuring new hardware and software
Support and/or perform application upgrades
Define and document standard operating procedures for the SaaS systems
Manage new customer set up and import data
Work with customers to address technical and performance related issues
Troubleshoot customer reported problems
Publish customer specific content into the systems
Support new SaaS solution projects and the global rollout of Epicor SaaS

Tech Support Analyst Resume Examples & Samples

2 years of hands on technical knowledge of laptop and desktop design and software installation required
2 to 4 years’ experience in a break/fix environment
Excellent customer service is a must

Tech Support Analyst Resume Examples & Samples

Receives, responds to and logs support calls from all areas of the company via the Technical Support Center ACD line, email or through the web
Troubleshoots and restores routine to complex technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using remote control tool and established processes and procedures. Works to analyze and resolve the problem as quickly as
Minimum of 3-4 years of professional, technical, or customer support experience in a corporate environment supporting hardware and software for at least 500 users both remotely and desk side
3-4 years experience supporting
Windows 7, 8 and 10 desktop operating systems, MS Office 2010 and
Excellent skills with Microsoft Windows operating systems and Microsoft Office

Tech Support Analyst Resume Examples & Samples

Education: Bachelor’s Degree (accredited) in Computer Science, MIS, or similar area of study, or in lieu of degree, High School Diploma or GED (accredited) and four years of relevant work experience
Experience: Three years of relevant work experience (in addition to education requirement)
SQL queries and scripting
Document user, support and maintenance procedures
Document standardized communications to users and management
Customer service skills including conflict resolution
Effectively communicate with staff, management, end users, and other customers
Ability to conceptualize end user steps and processes to readily identify the issue/problem
Troubleshooting PC problems and issues
Trains less experienced end users and staff in resolving more complicated PC technical issues and processes
General knowledge of PC systems, hardware and software
Knowledge of Software functionality

IT Tech Support Analyst Resume Examples & Samples

2 year degree/certificate from a college or technical school and 3 years related experience or equivalent combo of education and experience
Experience with VDI or SCCM a must
The ability to read, analyze and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals
Can write routine reports and correspondence
Can speak to groups
Can calculate discounts, interest, commissions, proportions, percentages, are, circumference and volume

Field Tech Support Analyst Resume Examples & Samples

5+ years of End User Support experience (both helpdesk and desktop)
2+ years of Project Leadership Experience
Experience provisioning hardware and software

Tech Support Analyst Resume Examples & Samples

Excellent ability to work well and interact with others – including students, faculty, staff, and senior administration
Demonstrated commitment to collaborative decision-making
Ability to handle multiple projects concurrently
Ability to manage time and schedule independently with little supervision
Ability to work in a rapidly evolving and dynamic environment
Able to handle ambiguity and define requirements
Ability to work with Facilities Management teams for space renovations and new construction projects
Ability to listen to presenters, faculty, staff, and other clients to be able to provide what they need for space renovations, new construction projects, class needs, presentations, special events and conferences
Installation, maintenance and troubleshooting for technology related to classrooms, teaching labs, conference rooms and student collaboration areas
Work with others in IT on the maintenance and development of standard AV Control programs for spaces as mentioned above
Significant experience and understanding of software licensing and support
Knowledge and experience with application deployment using management tools
Knowledge and experience with design tools such as D-Tools, Visio, and AutoCAD
Knowledge and experience with project management tools such as Team Dynamics, and Microsoft Project
Ability to proactively and independently perform research and seek solutions (i.e., find FAQ’s and resources containing solutions to common questions and problems)
Must be detailed oriented and be able to document processes and procedures
2 years of experience with supporting classroom technology and AV systems used for instruction
Detail-oriented individual with proven successful ability to work effectively under conditions requiring the ability to handle multiple tasks and varying priorities in a classroom environment
Prior experience working for an IT support organization in a technical capacity
Ability to learn new skills and technologies as needed and at a rapid pace
Extron certification

Tech Support Analyst, Demonstration Services Resume Examples & Samples

Create and maintain content for the OnBase Demo Systems
Work with industry and subject matter experts on identifying and creating new demonstrations
Assist in the creation of documentation on the OnBase Demo Systems
Provide immediate response and resolution to Demonstration Support requests from the OnBase community
Maintain and perform a regular inventory of OnBase software demonstrations
Provide recommendations on the purchase of demonstration hardware
Provide assistance on sales driven proof of concepts, enterprise deployments, or customer and prospect facing events
Bachelor's degree in technology or comparable work experience
At the minimum, this role requires the employee to have interpersonal skills in order to communicate and interact with internal team members, external OnBase professionals, existing customers, and potential prospects
Or an equivalent combination of education and experience sufficient to successfully perform the principal duties of the job

Associate Customer Tech Support Analyst Resume Examples & Samples

Ability to talk and type at the same time approx. 35 WPM
Strong analytical and problem-solving skills with attention to detail,
Ability to handle stressful situations in a professional manner,
Professional telephone etiquette
Ability to work in a fast-paced environment,
Ability to manage multiple tasks,
Ability to handle a high volume of work accurately with frequent interruptions,
Excellent verbal and written communications skills,
Ability to work varying shifts and weekends,
Excellent attendance and punctuality record,
Good human relation skills (the ability to work well with others and to be a team member),
Enthusiasm, initiative, pride in work, and
A commitment to Publix and our Mission

Tech Support Analyst Resume Examples & Samples

Dell Desktop & Laptop Warranty
Lenovo Desktop & Laptop Warranty
Minimum 4 years’ experience in a similar or related role

Tech Support Analyst Resume Examples & Samples

CompTIA A+ certification preferred
Experience with Lenovo hardware
3-5 years of related IT experience

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Associate Tech Support Analyst Resume Examples & Samples

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