Technology Support Analyst Resume Samples

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L Gutmann

Lola

Gutmann

748 Oberbrunner Gateway

San Francisco

+1 (555) 189 0335

748 Oberbrunner Gateway

San Francisco

Phone

p +1 (555) 189 0335

Experience Experience

Phoenix, AZ

Technology Support Analyst

Phoenix, AZ

Blanda and Sons

Phoenix, AZ

Technology Support Analyst

Create instructions and establish guidelines to perform the functions of the job
Maintain Streamline, Fusion database and ODIMS to manage new product development work
Provide an accurate record of each call in incident management tracking tool
Consistently manage workload and assignments to ensure timely resolutions
Plan, prioritize, organize and complete work to meet established objectives
Meet Service Level Agreements established by Management
Perform other related duties incidental to the work described herein

Phoenix, AZ

Information Technology Support Analyst

Phoenix, AZ

Ferry, Parker and Wilkinson

Phoenix, AZ

Information Technology Support Analyst

In partnership with the Director, document and implement data entry and data stewardship guidelines, policies, and procedures; encourage compliance with data entry policies and procedures; monitor data entry to minimize duplicates and errors; validate and correct data and update the system; implement and follow procedural changes for processing such transactions; and manage and update data using department integrity queries and reports
Working knowledge of DNS, DHCP, LDAP, and TCP/IP
Ensure that quality biographical data is entered in the Raiser’s Edge system using information obtained from a variety of sources, including: data received through Blackbaud NetCommunity (BBNC), the Telephone Outreach Program (TOP), the University of Arizona student information systems, the National Change of Address (NCOA) updates, returned mail from UDP mailings, and other information provided by UDP staff
Creating flowcharts for the programmer that explicitly describe how you want the equipment reservation website to work
Installs, configures and performs routine maintenance on systems hardware and software including servers and operating systems. Creates and maintains user accounts
Assisting remote students that do not have a NetID with signing into the outreach instance of D2L
Working knowledge of scripting languages (bash, csh, Bourne shell, Perl, PHP, or Python)

present

Boston, MA

Associate Technology Support Analyst

Boston, MA

DuBuque, Klocko and Mayert

present

Boston, MA

Associate Technology Support Analyst

present

Perform password resets and workstation management in Active Directory
Work is frequently completed without established procedures
Provide asset management andtracking of hardware and software
Provide asset management and tracking of hardware and software
Willingness to work in shifts
Perform laptop and printer hardware troubleshooting and repair
Manage Service Level Targets through accurate recording of service activities, asset transactions, data retention, and PC compliance activities

Education Education

Bachelor’s Degree in Information Technology

Kaplan University

Bachelor’s Degree in Information Technology

Skills Skills

Excellent customer service skills, including the ability to work with users of all ability levels
Ability to run PCDART, HerdLookup, Quickbase, and Android OS. Ability to research and solve problems
Good knowledge of the
Ability to quickly learn several proprietary applications that are core to our campus community
Extremely detail-oriented and ability to consistently follow team procedures and documentation
Strong communication skills to be able to work with clients and assist non-technical users with troubleshooting remotely
Knowledge of accessibility and usability standards
Strong communication skills are essential, especially the ability to communicate via emails, written documentation
Proficient with mobile computing solution support, integration and configuration (Smartphones, tablets, Android, iOS, etc.)
Knowledge of third-party software development management tools, such as defect tracking systems and knowledge bases

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Technology Support Analyst Resume Examples & Samples

Thoroughly and accurately understand issues and analyze the problem in a systemic fashion
Analyze each client's specific request and determine the underlying problem and escalate to engineering staff or recommend proper solution
Understand and execute standard process and procedures for change management for updating and maintaining client environments
Apply standard and custom monitoring sets to a client environment to make sure the entire client’s environment is being monitored. This includes developing custom scripts to help automate monitoring and deployment processes
Understand and execute standard escalation procedures with tier two support
Strong communication skills to be able to work with clients and assist non-technical users with troubleshooting remotely

Retail Technology Support Analyst Resume Examples & Samples

Act as a central point of contact and subject matter expert for retail stores infrastructure – includes network, servers, voice, desktops and wireless technology
Track, monitor and solve technical problems and questions in a timely and accurate manner
Escalate complex issues to the appropriate IT resources as needed
Verify functionality of network and computer equipment upon completion of the installation
Creation and maintenance of documentation, such as policy, procedures, and work instructions
Daily Systems Review including performance, capacity planning, and preventative maintenance
Provide first, second, and third level support as appropriate
Follow established IT department procedures, such as change control and problem management
Work with customers to ensure desired services meet agreed upon requirements
Work with support vendors to ensure consistent and high-quality service delivery
Drives infrastructure issues impacting retail stores to resolution regardless of which IT team ultimately produces the resolution
Proven success in supporting network infrastructure to the switch level including Wi-Fi
5+ years IT Network/Systems administration experience and 2+ year experience with retail store technologies including supporting wireless devices OR
7+ years IT Network/System/Desktop administration/engineering experience
Ability to carry and install IT related equipment
Experience with PC/Printer/Network equipment in a Windows and or MAC environment
Must have an understanding of network connectivity
Experience with Helpdesk software ticketing systems
Strong Documentation Skills
Proven success in working with ISPs and the ability to troubleshoot circuit level issues
Bachelor’s degree in Computer Science or MCSE required
A+, Net+, or CCNA Certifications a plus
Five to seven years’ experience working in network/systems administration/engineering and or retail support required
MAC certification or support experience highly desirable

Direct Hire Technology Support Analyst Resume Examples & Samples

Involved in making problem troubleshooting decisions that involve a comparison and trade-off between cost containment and/or timeliness of service
Understands and supports the tactical and strategic goals of the team and larger organization
Projects that understanding with a positive and professional attitude toward peers, management, and customers at all times
Attempts to collaboratively resolve issues with the team
Negotiates mutually acceptable agreements with other personnel
Maintains a professional demeanor at all times, including working under pressure
Defines short and intermediate term goals, by prioritizing and focusing on key tasks and processes within areas of responsibility
Helps to align goals to strategic direction
Strong environmental and technology background to be able to understand change requests and relate them to impact
Fully supports change programs, implements change within sphere of influence
Performs tasks within a program and provides status updates with frequent oversight
May be solicited for feedback or input to team based projects
Ensures customer satisfaction
Expert in process driven technical tasks
Understands at least two products in order to integrate them into business solutions
Excellent judgment in assessing user issue; intermediate trouble-shooting methodology
Expertise in working issue through to best resolution either through own knowledge or proper, timely escalation
Intermediate proficiency in OS and core application suite
Intermediate PC troubleshooting skills
Intermediate trouble-shooting capability
Demonstrates the willingness and ability to help other team members on difficult issues
Documents new findings/solutions
Adheres to use of call ticketing system for each and every incident (e.g. request, issues, etc.)
Understands and follows ticket ownership guidelines and system usage
Solid ability to research information through internal and external sources
Adheres to written procedures, checklists and all quality control associated with project rollouts

Direct Hire Senior Technology Support Analyst Resume Examples & Samples

Evaluates, and prioritizes service requests received from Intelliteach, Technology Services team and directly from firm personnel
Provides customer support via telephone, email and some in-person interaction on a variety of technical issues
Provides guidance to Analysts on analysis and troubleshooting to address customer service requests
Logs, prioritizes and tracks all service requests using the help desk database
Tests new software and hardware solutions prior to deployment
Demonstrate advanced knowledge and support of current Arent Fox hardware platforms, software, and operating system environment(s)
Appreciation for and understanding of the complex roles of a legal environment, including the business differences and pressures for a Partner, Associate, Paralegal, Legal Secretary, staff Executives and Management and other staff personnel
Strong communication (oral/written) and interpersonal skills
College degree preferred with substantial coursework in Information Systems. Experience may be considered in lieu of education
Keen analytical, troubleshooting, and problem-solving skills

Technology Support Analyst Resume Examples & Samples

Monitor and respond quickly and effectively to requests received through the IT helpdesk
Modify configurations, utilities, software default settings, etc. for the local workstation
Represent the IT Team on BAU project teams
Ensure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment
Install, test and configure new workstations, printers, peripheral equipment and software
Manage PC setup and deployment for new employees using standard hardware, images and software
Assign users and computers to proper groups in Active Directory
Respond to virus notifications and cleanup on PCs
Associates Degree in related computer science field OR equivalent work experience in bank platforms
Two to three years installing and troubleshooting systems in a large corporate environment
Active Directory/Windows OS knowledge preferred

Remarketing Technology Support Analyst Resume Examples & Samples

Systems Administration
Knowledge of automotive remarketing
Influencing and negotiation skills
Problem solving – Conceptual thinking

Practice Technology Support Analyst Resume Examples & Samples

Provide support to the paralegal department to help ensure the smooth implementation of the CompuLaw System
Training on litigation support programs to eventually join that team
AT LEAST three years of experience, preferably looking for +5 years
Understand the concepts of discovery and tight deadlines
Interest in learning new technologies and firm programs
Willing to work from 8:30am-5pm and are flexible to be present as needed

Technology Support Analyst Resume Examples & Samples

Establishes, publishes, and maintains mobile application for advisors to use; acts as main contact to clients regarding app
Knowledge and understanding of PC/Macs/Mobile operating systems preferred
Knowledge of SQL programming and query development
Knowledge of relational databases and query tools
Ability to multi-task while maintaining careful attention to detail
Ability to work effectively both individually and within a team environment
Ability to work with a sense of urgency to meet deadlines and address competing priorities
Proficient skills with Microsoft Office software including Word, Excel, PowerPoint and Outlook
Minimum of 1-3 years of experience working in the financial services industry required, or
Minimum of one year of experience with OAS or affiliated companies
Equivalent education and experience will be considered

Associate Technology Support Analyst Resume Examples & Samples

Provide asset management andtracking of hardware and software
Assist infrastructure teams(LAN, WAN, Telephony) where local hands on activities are required
Provide mobile device deployment and support. Activities include end user guidance and recommendations, activation, account modifications, configuration,testing, problem identification and resolution
Establish relationships with business users at all levels in the organization. Promotes ITS services, engage customers to understand business needs and maintains ownership for problem resolution. Deliver monthly technology updates to the user community to enhance the customer relationship
Provide one on one andgroup training for peers and customers. This would include trainings on new technologies, hardware/software and process changes. Participate in certificationand impromptu training to effectively learn new technologies that are appliedwithin the Deloitte environment
Document problems and resolutions forknowledge bases, original equipment manufacturer (OEM) vendors, and servicedesk tickets
Manage Service Level Targets through accurate recording of service activities, asset transactions, data retention, and PCcompliance activities
Perform password resets and workstation management in Active Directory
Responsible for resolving computer problems related to Windows 7, Windows applications, Microsoft Office products including MS Outlook, Office Communicator, McAfee Antivirus and Mac OSX
Virus and OS patch updates
Support the delivery of ITS projects focusing on personal computing, mobile devices, IT infrastructure, both in the Deloitte office and at remote firm engagement sites
Achieve expertise in industry sectors

Information Technology Support Analyst Resume Examples & Samples

Installs, configures and performs routine maintenance on systems hardware and software including desktops, laptops, servers and multiple operating systems. Creates and maintains user accounts within a Windows Domain
Maintains, monitors and supports data and voice networks including client connectivity, authorization and authentication mechanisms
Participates in designing, analyzing, implementing and maintaining applications systems. Writes and maintains computer code and tests applications
Installs, configures and maintains workstation hardware, software and peripherals. Evaluates workstation support needs; plans and implements maintenance, upgrades and training programs. Resolves hardware/software problems
Implements and monitors computer security and quality assurance procedures and maintains associated required documentation
Participates in research of current and emerging computing technologies
Configuration and maintenance of Windows, Mac and Linux systems

Information Technology Support Analyst Resume Examples & Samples

Install, configure and maintain both Windows and Mac desktop hardware, software and peripherals; plan and implement maintenance and upgrades
Work as a member of the desktop support team to provide IT services to multiple departments with diverse technology requirements
Implement and monitor computer security and quality assurance procedures
Create and maintain system technical documents
Work the afternoon/evening shift (12pm to 8pm) when the afternoon/evening shift person is unavailable for sickness, vacation, or training, which should be rare
Provide IT and audiovisual support to college events, which includes moving heavy items that weigh about 60 lbs. each
Perform other related duties as assigned
A valid Arizona driver’s license and access to reliable transportation with Arizona registration and proper vehicle insurance is required upon employment
Ability to lift and move heavy items that weigh about 60 pounds each
Experience providing technical support in a University environment
Strong experience with Linux OS
Experience teaching technical skills to individuals with all levels of expertise

Information Technology Support Analyst Resume Examples & Samples

Assess helpdesk tickets to determine priority and appropriate actions to resolve issues
Troubleshoot and resolve desktop computer issues
Ensure security of desktop computers and networks
Assist and train end-users in the operation and use of software and hardware
Provide oversight, assistance, and training for student employee desktop support technicians within SASG
Experience working in a helpdesk customer service environment
Demonstrable knowledge and experience with a Windows Active Directory domain environment including account administration and group policy management
Valid Arizona driver license

Technology Support Analyst Resume Examples & Samples

Proactively identifying potential workflow issues and proactively resolving those issues
Maintaining transparency with leadership about tasks and special projects
Monitoring multiple intake channels (i.e. Telephone, Web Portal, email, and Chat)
High Impact Incident Management
ITIL Incident Management best practices
Able to work overnight shift and occasional holidays (<2 Holidays per year)
Working independently with low direct supervision
Basic, structured, standard approach to work
2 + years of experience in performing IT Support
2 + years of Customer Service and\or Call Center experience
6 + months of HPSM and\or ServiceNow experience (Incident - Creating Tickets)
6 + months of experience using Knowledge Databases (UKS, ServiceWare, ServiceNow)
Ability to work overnight shifts and occasional holidays (<2 Holidays per year)

Technology Support Analyst Resume Examples & Samples

Answer and resolve inbound technical calls at a large corporate Help Desk, efficiently and professionally, in a fast paced call center environment
Troubleshoot corporate applications with the use of a Knowledge Base and assign issues to the appropriate support group as needed
Use remote control tool to assist end users when needed
Act as a technical resource to others to resolve problems, issues, errors or related
Work does not usually require established procedures
Experience using an incident or call tracking system
Typing speed of 50 WPM
Experience using and supporting IP Phone Systems
Experience with supporting Microsoft Office Suite (including Outlook) and handheld devices
Exposure to or knowledge of ITIL practices
Experience in a large corporate environment

Technology Support Analyst Resume Examples & Samples

Bachelor’s Degree OR a High School Diploma/GED with 1+ years of experience in Call Center and/or in a Technical Support role
1 + years of experience in a Call Center environment and/or Technical Support
1+ years of experience in Technical Support (preferably in a Help Desk) with experience with Resetting Passwords and Verifying Permissions
Experience using an Incident or Call Tracking System
Typing speed of 50 + WPM a plus
Experience working with a Knowledge Base or Knowledge Tool

Technology Support Analyst Resume Examples & Samples

Demonstrate a highly developed sense of integrity and commitment to customer satisfaction
Troubleshoot corporate applications with the use of a Knowledge Base and assign issues to the appropriate support group as needed. In addition, providing feedback on technical documentation for publication in Knowledge Base
Meet or exceed statistical metrics regarding; ticket and call quality, first call resolution, schedule adherence, and call handle time
Work in a low-wall cubicle environment with moderate noise levels
1+ years of experience with PC Operating Systems
1+ years of experience in a Customer Service role
1+ years of Technology Support experience
Bachelor’s or Master’s Degree preferred
HDI Certified (Help Desk Institute)
Certified Information Systems Security Professional (CISSP) preferred

Senior Technology Support Analyst Resume Examples & Samples

Performs routine or structured work
Responds to routine or standard requests
Uses existing procedures and facts to solve routine problems or conduct routine analyses
Depends on others for instruction, guidance or direction

Technology Support Analyst Resume Examples & Samples

Provide great customer support to both internal and external customers
Accountable for all items assigned in the ticketing system, including following up with customers on open tickets
Troubleshoot issues related to software, hardware, and network connectivity of medium complexity
Assist customers with issues of both local to site and remote/home-based employees
Create instructions and establish guidelines to perform the functions of the job
Demonstrate excellent time management skills and the ability to prioritize work in a highly dynamic environment
Ability to analyze issues and either determine root cause and identify appropriate solutions or appropriately escalate
Bachelor's Degree or Higher or High School Diploma/GED with 5+ years of Desktop Support experience
3+ years of Desktop Support
Windows 7 and Active Directory knowledge
Working experience with Thin Clients, and Virtual Desktop (VDI) environment a plus
Preferred Certifications (one of more of the following): MCSA/MCSE, MCTIP, CompTIA A+

Technology Support Analyst Resume Examples & Samples

Provide local technical support to UnitedHealth Groups computer user community. Includes installations, upgrades, computing problem resolution, diagnosis of issue severity, recovery and project implementation
Analyzes and investigates
Provides explanations and interpretations within area of expertise
Undergraduate degree or 4 years of IT professional experience
Mainframe experience
REXX experience
JCL, PROC experience
MS Office Suite experience
SharePoint experience
Project Management Experience

Technology Support Analyst Resume Examples & Samples

3+ years of experience with desktop support and deployment software
3+ years of Microsoft operating system experience
1+ year of experience with SQL
1+ year of experience with help desk systems
1+ year of experience with serial based communications
Able to lift misc. computer equipment up to 50 lbs
Undergraduate degree or higher
DC circuits experience

Technology Support Analyst Resume Examples & Samples

Bachelor's degree preferred, but HS Diploma/GED and 1+ years of experience accepted
1+ year experience in a call center environment or equivalent
1+ year of experience in technical support (preferably in a help desk) with experience with resetting passwords and verifying permissions
This is a United Support Center help desk analyst position that will occupy a Monday to Friday shift that will have flex start times between 6am and 11am
Experience assisting customers through alternate intake channels (chat, email, web submission)
Experience troubleshooting remote access tools (VPN) and general connectivity.(LAN/WAN) issues by phone
Ability to demonstrate strong knowledge and experience supporting Microsoft Windows 7 and Office 2010

Technology Support Analyst Resume Examples & Samples

Recent desktop support/technical support experience
Strong support knowledge of Windows desktop OS (Windows 7 & 10)
Strong support experience with MS Office suite (Word, Excel, PowerPoint, Access)
Strong experience using Windows diagnostic tools, Active Directory, and other server-hosted applications
Strong support experience with remote management technologies such as SCCM or Altiris
Strong support experience with multiple web browsers (Google Chrome, Explorer, Firefox, Safari, and Opera)
Strong experience with network printer support in an Active Directory environment
Strong experience supporting a wide range of specialty applications outside of normal productivity software
Working knowledge of Mac OS X
Excellent customer service skills, including the ability to work with users of all ability levels
Excellent telephone, oral and written communication skills
Extremely detail-oriented and ability to consistently follow team procedures and documentation
Ability to quickly learn several proprietary applications that are core to our campus community
Experience troubleshooting Windows systems and OS
Familiarity with web browsers and associated functionality (such as Google Chrome, Explorer, Firefox, Safari, and Opera)
Experience working with ITSM and service management systems such as ServiceNow or Remedy

Technology Support Analyst Resume Examples & Samples

Accountable for day to day support of Operations teams and non-user IDs for OptumInsight data warehouse & ETL environments
Analyzing access requests, manually provisioning approved access, removing access as dictated by audit results and HR status and aiding the Help Desk with user access incidents
Develop and implement information security policies, standards and procedures to secure and protect data residing on systems
Work directly with user departments to implement procedures and systems for the protection, conservation and accountability of proprietary, personal or privileged electronic data
Bachelor’s Degree (or higher) or High School Diploma/GED with 2+ years of experience with UNIX/Linux
Knowledge/understanding of Database (Oracle, DB2, Teradata, SQL Server) user security architecture
Knowledge/understanding of UNIX/Linux user accounts
Knowledge/understanding of UNIX IDs/groups
Knowledge/understanding of UNIX File/Directory permission structures
Knowledge/understanding of Microsoft Active Directory user accounts
UNIX and/or Linux experience
RSA key creation and usage experience
SCP/SFTP experience
Shell scripting (Korn (ksh)) experience
Interactive shell scripting techniques experience
PERL scripting experience
Using PERL as CGI for web development experience
DBD/DBI experience
Understanding of Perl Modules

Mac Technology Support Analyst Resume Examples & Samples

Provides support on a variety of technical issues – examples include: desktop & laptop hardware, software and network troubleshooting
Receives Support Tickets/Requests from the online IT ticket system, telephone calls, emails from Tier 1 Support
Identifies, researches, and resolves Tier 2-3 level technical issues
Provision, Image and deploy Mac computers for new users
Consulting and instructing users on hardware and software questions/issues
Collaborate with other internal IT teams
Sometimes assist with Windows related issues
Excellent Documentation skills for contributing to our Knowledge Base
95% remote based Domestic and International support, utilizing the following technologies: SSH, Casper Remote and Screen Sharing
Self-starter that is able to collaborate actively and effectively with other IT coworkers and teams in different offices
Excellent organizational/technical skills with ability to re-prioritize in a fast paced environment
Solid understanding of integrating Mac’s into an Active Directory environment utilizing mobile accounts
Experience with Apple’s native built in security XProtect, Gatekeeper, SIP, Application Firewall and FileVault
Understand basic networking technologies (802.1x - LAN/WAN and wireless)
Comprehensive knowledge of the latest supported Apple Operating Systems 10.9-10.11
Understanding of the command line interface
Casper Management Suite
Microsoft Office for Mac 2011 and 2016
Adobe Creative Suite
Quark
Filemaker
Cisco WebEx
VMware Fusion
VMware HorizonView Client
Citrix Receiver
Cisco Jabber
HPSM & Service Now helpdesk ticketing systems

Technology Support Analyst Resume Examples & Samples

Ability to work collaboratively as part of a team and independently
Web design/development experience, specifically with WordPress (preferred)
Strong communication skills are essential, especially the ability to communicate via emails, written documentation
Prior experience with a some type of call/problem tracking system
Experience working in WordPress multisite environments
Experience with additional web languages, tools, etc., and understanding of web standards is preferred
Knowledge of accessibility and usability standards
The ideal candidate has some experience with web design and/or development and CSS, HTML, PHP, jQuery, etc
Experience with Photoshop or other graphic editors
Comfort with public speaking

Client Technology Support Analyst Resume Examples & Samples

Proactively provide remote/onsite support, via phone, in person and through our ticketing system, for escalated issues related to desktop software, hardware and peripherals for VHS Telepharmacy hubs and VHS clientele
Maintain close contact and open communication with Telepharmacy staff and VHS clientele to ensure that issues are resolved in a timely manner per VHS ITS department SLA’s
This role is responsible for maintaining technical documentation, knowledge base, and inventory management
Triage and escalate complex issues to NON-CHI and CHI technical partners, VHS Management, and VHS vendor support appropriately
Facilitate communications to Telepharmacy staff pertaining to system outages, changes, downtimes, etc
Remotely provide hardware and software support to internal and external customers, including the installation of new software and updates when required, across all supported sites
Provide director with regular status updates on current state efforts in conjunction to problems/issues encountered to identify possible long term solutions/improvements
This role will report to the VHS Director of Technology Strategy & Support and liaise closely w/the CHI technical partners. Including, not limited to, joining VHS IT team meetings, all required trainings, and is in compliance w/VHS and CHI departmental requirements
Tests new tools, templates and methodologies within assigned projects for VHS
Maintain high level of customer support while working remotely as a telecommuter (if required)

Technology Support Analyst Resume Examples & Samples

Comprehensive knowledge of the technical environment for the distributed desktop management suite and the mobile systems
Awareness of, and adherence to, product delivery schedules and communication expectations
Knowledge of third-party software development management tools, such as defect tracking systems and knowledge bases
Ability to implement and maintain development management tools
Ability to lead developers and other staff in the adoption and compliance with system management tools and protocols
Coordinate software builds and operate software assembly and installation software (InstallShield, etc.)
Ability to research and understand the context for new requests — assign priority and resources commensurate with the task and within the constraints of budgets, legacy code, etc
Communicate well in terms of information gathering and dissemination within and outside the organization
Ability to communicate with external contacts throughout the U.S
Ability to run PCDART, HerdLookup, Quickbase, and Android OS. Ability to research and solve problems

Information Technology Support Analyst Resume Examples & Samples

Installs, configures and performs routine maintenance on systems hardware and software including servers and operating systems. Creates and maintains user accounts
Participates in the analysis, design, development, maintenance and administration of automated databases. Implements and maintains data structures including stored procedures and views
Performs basic analysis, design, development, and maintenance of web sites
Writes and maintains software code, queries and reports and programs applications using current tools and languages
Windows Server experience (Server 2008,2012, Active Directory, IIS, Hyper-V Virtualization)
Linux Server (RHEL, Apache, Oracle DB)
Some scripting experience
SAN Experience

Desk Side & Technology Support Analyst Resume Examples & Samples

General troubleshooting of the Atkins desktop computing environment based on incidents service requests logged via the Global Service Desk
Management of all 2nd line incidents and requests assigned to their queue in Service Now
Manage all assigned incidents/requests according to defined SLAs (within specific regions) - ensure 100% adherence to RFS & INC Best Practice guidelines
Deploy desktop computers and peripherals, record and track assets during deployment according to Group Is standards and workflow procedures
Maintain regional service excellence by providing customers with continual and regular updates throughout the management of their incidents and requests
Troubleshooting a range of application and telephony issues: investigating, diagnosing faults, and working through to resolution
Support the set-up of new offices, sites or projects across the UK & Europe region
Support the Senior Desk Side and Technology Support Engineer Ensure in the maintenance of all local equipment rooms and conference room IS facilities, mitigate risks arising from audits, fire, safety or other risk assessments
Develop, review and improve processes to maximize efficiencies within the team
Exhibit a flexible approach to working on a rota basis and provide necessary cover when necessary
Ability to deliver training to audiences across the local region
Support and adhere to processes outlined in the Business Management System
Provide weekly/daily reports/time reporting and updates on current issues
Ability to communicate at all levels within the company
IT Service Management expertise
Performance Improvement
Confidence and professionalism

Associate Technology Support Analyst Resume Examples & Samples

Extensive work experience within own function
Work is frequently completed without established procedures
May act as a resource for others
May coordinate others activities
1+ years of experience troubleshooting Windows 7 Operating System
2+ years of desktop support experience
A+ certification or equivalent (Network+, Security+, CCNA, MCP)
Previous HP printer repair experience

Technology Support Analyst Associate Resume Examples & Samples

Demonstrated knowledge of a variety of relevant technology tools sufficient to support a complex university data center
Experience developing and delivering documentation
Experience in serving customers in a positive and professional manner
Experience in setup, installation, maintenance and operation of computer hardware and some software applications
Experience in maintaining accurate records
Experience in working effectively in teams

Technology Support Analyst Resume Examples & Samples

Administration of user accounts in Active Directory
First and second level support for troubleshooting for Microsoft apps, Desktops, Laptops, Macs, iPads, and Printers
Troubleshoot basic network issues such as wireless and basic connectivity
Log all issues in the Service Desk Incident Logging system (currently Track-IT)
Publish support documentation to assist staff with requests for information
Participate in weekly on call rotation schedule and provide afterhours support as needed
May require some travel
Consistently manage workload and assignments to ensure timely resolutions
Recognize opportunities for end user education to promote independence and productivity
Escalate unresolved issues to the Infrastructure Support Team
Arrange for external technical support when problems cannot be resolved internally

Associate Technology Support Analyst Resume Examples & Samples

Must be able to work an 8 hour shift, Monday - Friday, between 7:00 am - 7:00 pm
1+ year of experience with functional and technical aspects of IT support services and related solutions, capabilities and technologies
Experience with Windows 7 Operating Systems
Technical Certification (like A+, Net+, etc.)
Experience with Active Directory, SCCM (Microsoft System Configuration Center Manager)
Strong written and verbal communication, interpersonal, and customer-service skills through multiple mediums: instant message, email and ticket reporting/notes
Excellent problem solving / analytical skills and knowledge of analytical tools
Excellent written and verbal communication skills that enable the communication of complex, technical information to team members, management, and business partners

Technology Support Analyst Resume Examples & Samples

1+ year of experience in a call center environment where success was gauged by balancing call handle time and first call resolution
1+ years of experience in technical support (preferably in a helpdesk) with experience with resetting passwords and verifying permissions
Willingness to work a schedule described above
Candidates must be willing to participate in a department wide shift bidding process every quarter in which work shifts can potentially change

Human Capital Technology Support Analyst Resume Examples & Samples

A minimum of 2 years HR business process
Bachelor’s degree – (technical degree a plus)
Strong understanding of HRIS functions and processes
Experience with Talent Management technology products
Successful track record supporting technology products in a corporate environment
Prior experience working with and supporting an HRIS system, Workday HCM preferred
Ability to assess and analyze technology issues and the impact they have on the user and to subsequently conceptualize creative solutions
Experience supporting technology solutions with both vendor packages and custom built applications
Excellent business communication skills (written, verbal and presentation skills)
Proven ability to manage competing priorities, multitask, take ownership of problems and resolve conflicts
Firm grasp of basic programming principles, development experience a plus (Java)
Proven ability to manage risk and escalate when appropriate
Proven ability to build and manage relationships with peers and senior staff
Ability to work collaboratively with cross-functional teams
Workday HCM, EIBs/Integrations, Absence, Performance Management, and Reporting/calculated fields experience preferred, but not required
Java, XSLT & XML, Eclipse, BIRT experience preferred, but not required

Information Technology Support Analyst Resume Examples & Samples

Skill in providing information technology related customer service to users having varying levels of technical expertise
Ability to analyze computer hardware and software problems
At least two years of experience providing hardware and software support
At least two years of experience in user support of Windows 7 and Windows 10 OS, as well as experience with Mac OSX
At least one year of experience in user support of Windows 2013 and Windows 2016 Server

Information Technology Support Analyst Resume Examples & Samples

2 years’ experience working in a Desktop support environment and providing information technology related support via phone, email and in-person
Demonstrated knowledge and experience with image development and deployment tools
Network communications protocol knowledge
Experience supporting Clients in a Windows Active Directory environment
2 – 4 years’ demonstrated experience with Windows Active Directory environment, including developing, securing, and troubleshooting GPOs
Prior experience providing information technology support in an academic environment
Able to learn job related skills through on the job training, including observation, written and oral instruction and formal training sessions

Technology Support Analyst Resume Examples & Samples

Advanced support Windows 7 and Active Directory
Meet Service Level Agreements established by Management
Advanced network support on printers
Works with minimal guidance; seeks guidance on only the most complex task
Proficiency with Microsoft Office (Including Word, Excel, Outlook)
Entry level knowledge of Microsoft Project
Must be able to communicate effectively both orally and written
Task with all IS projects
Demonstrate excellent time management skills and the ability to prioritize work
Ability to analyze issues and determine root cause
Identify process improvement opportunities

Technology Support Analyst Resume Examples & Samples

1+ years of experience with SQL
1+ years of experience with help desk systems
Available to work Monday through Friday from 5:00 am - 2:00 pm or 4:30 am - 1:00 pm with flexibility, overtime, and occasional weekend work
Undergraduate Degree or higher

Commercial Technology Support Analyst Resume Examples & Samples

Exposure to ITIL environments
Demonstrated experience proactively identifying potential workflow issues and proactively resolving those issues
Demonstrated experience maintaining transparency with leadership about tasks and special projects
Demonstrated experience proactively handing off work to peers at the end of shift
Demonstrated experience monitoring multiple intake channels (i.e. Telephone, Web Portal, eMail, and Chat)
Demonstrated experience actively collaborating and communicating with peers, fostering a positive team environment; occasionally works to remove barriers for peers
Demonstrated experience with High Impact Incident Management
Demonstrated experience with experience with technical writing (i.e. authoring articles for knowledge database)
Experience performing real time workforce management (IEX & Avaya)
Experience with user administration (Web Based)
Experience with Quality Assurance (eTalk and\or NICE Perform)

Technology Support Analyst Resume Examples & Samples

Experience in a technical support/helpdesk role (phone and e-mail) 1-3 years
Experience with troubleshooting in Windows 7, Outlook 2010, and internet browsing
Microsoft Office Support Experience

Technology Support Analyst Resume Examples & Samples

Provide assistance and training to other Tech Support analysts in solving more advanced user problems and inquiries. Refers problems and inquiries to more experienced technical staff or management if necessary
Document internal procedures
Procurement for workstations, printers, peripheral equipment and software
Assist in administering all aspects of the Help Desk System software
Responsible to respond to after business hours emergency support
Associate’s degree in related computer science field OR equivalent work experience in bank platforms
3-5 years of experience in a team support role in a large corporate environment
Windows Server, Active Directory, Exchange knowledge preferred
Certifications are a plus

Senior Technology Support Analyst Resume Examples & Samples

Provide support and leadership in critical production support issue resolution
Work with business to prioritize production issue resolution
Work with external vendors to troubleshoot and resolve complex software issues
Work with Applications Development and Support Teams on applications of general systems and integration with business problem solving
Serve as primary IT resource for small to medium-size projects
Translate requirements into technical specifications
Work with developers to get projects developed and implemented
Assess and interpret customer needs and requirements
Identify solutions to non-standard requests and problems
Solve moderately complex problems and/or conduct moderately complex analyses
Work with minimal guidance; seeks guidance on only the most complex tasks
Provide support and leadership in critical production support
2+ years of experience in Systems Analysis or IT Development
Ability to create MS Excel macros and basic formulas
Experience in all phases of the Software Development Life Cycle (SDLC) / System Development Life Cycle
Proficiency in MS Project, Word, Visio and PowerPoint
Administration experience with Windows Server
Experience working with test plans and test cases
C#, PowerShell, or other scripting experience
Experience translating business requirements into a detailed system specification
Experience with DevOps model
Experience working in an Agile environment or familiarity with Agile methodology
Experience with 24x7 on call

Cyber Technology Support Analyst Resume Examples & Samples

Apply analytical skills to monitor, assess, and report on intelligence situations pertaining to general military analysis
Monitor and integrate intelligence by obtaining and using available analysis/collection tools and systems as well as through contacts with appropriate personnel
Identify intelligence gaps, specify collection requirements to fill gaps in information, evaluate resulting intelligence collected in response to requirements and determine analytical approaches
Develop and project data, draw conclusions, and estimate probabilities based upon knowledge of current and past intelligence situations
Present and defend findings
Participate in cyberspace-related, community of interest Video Teleconferences (VTC) and other venues
Maintain currency in advances and developments which relate to or have a potential impact on assigned areas
6 years of experience in All Source intelligence analysis preparing finished intelligence products and briefing in a DOD or other United States Government organization setting

Senior Technology Support Analyst Resume Examples & Samples

Serve as primary IT resource for small to medium - size projects
Identify solutions to non - standard requests and problems
Solve moderately complex problems and / or conduct moderately complex analyses

Information Technology Support Analyst Resume Examples & Samples

Maintain network, perform network monitoring/analysis, and troubleshoot network problems
Design, deploy, and maintain network infrastructure, including enterprise switches, firewalls, and VPNs
Secure network by developing network access, monitoring/control, and mitigating vulnerabilities
Maintain servers, including hardening, updating, patching, and performance tuning
Plan, test, troubleshoot, and perform software and hardware installs and upgrades
Perform enterprise backup/restore operations
Support desktops in a heterogeneous environment
Document system configurations, changes, procedures, and processes
Participate in capacity planning and infrastructure architecture projects
Experience as a systems/network administrator in a complex heterogeneous environment
Experience administering enterprise switches and firewalls
Experience administering Linux and Windows servers in physical and virtual environments
Experience administering high availability servers and storage arrays
Solid understanding of information security principles and best practices
Working knowledge of DNS, DHCP, LDAP, and TCP/IP
Working knowledge of scripting languages (bash, csh, Bourne shell, Perl, PHP, or Python)
Experience supporting users with a wide range of technical backgrounds
Five or more years of experience as a systems/network administrator in a complex heterogeneous environment
Bachelor’s degree in Computer Science, Engineering, Physics, Mathematics, or a related field
Network+ or CCNA certification
Experience configuring and administering enterprise firewalls, routers, and/or VPNs
Experience with network file servers/appliances using CIFS, NFS, Samba, and/or ZFS
Experience with VMware vSphere/vCenter/vMotion, P2V/V2V migration, template building, and/or VM configuration
Experience with Windows Servers: Active Directory, Distributed File System, Group Policies
Experience administering Linux servers running Apache, MySQL, and PHP
Experience supporting Windows, Linux, and/or Mac OSX workstations
Experience with enterprise backup and restore (e.g., Veritas Netbackup, Novabackup)
Experience administering Unix servers in physical and virtual environments
Experience administering Linux high-performance computing clusters (HPC)
Experience supporting email clients and servers
Experience with disaster recovery and data replication solutions
Experience working with cloud computing environments (e.g., AWS, Azure)
Experience working in an academic research environment
Demonstrated excellence in problem solving

Technology Support Analyst, Second Shift Resume Examples & Samples

Maintain the integrity of our data center facilities by following specific methods of procedures, policies and standards
Work with others to complete the installation and/or decommission of cabling and/or equipment from the server room environments
Maintain accurate and up-to-date records of project status and provide detailed descriptions of issues, if they are encountered
Apply technical troubleshooting to resolve problems, issues or errors
Previous hands-on data center server environment exposure to installations and/or decommissions
Experience with Microsoft Outlook (ability to manage emails and calendar)
Experience with Microsoft Excel (ability to do data entry, sort, and filter)
Ability to commit to one week on-call rotation schedule
Ability to travel up to 25% of the time locally
United States Citizenship
Ability to obtain favorable adjudication following submission of Department of Defense eQuip Form SF86
Registered unlicensed Electrician status with state of MN
1+ years of experience performing cable installation and decommission activities within a data center/server room environment
1+ years of experience performing device installation and decommission activities within a data center/server room environment
1+ years of experience performing data center/server room environment auditing activities
Previous experience navigating web-based SharePoint application
Must possess strong written and verbal skills, type with proficiency and exhibit professional phone etiquette
Must be able to prioritize work in a fast paced, constantly changing, environment

Technology Support Analyst Resume Examples & Samples

Gathering and synthesizing business and operating requirements from management, project managers, and internal clients to manage the delivery of Verizon toll-free services; develop and maintain primary, alternate, and disaster routing plans to ensure resilient service to external customers; coordinate Verizon service requests
Evaluating client, customer, and business needs in advance and under real-time operating conditions to support the CCC Genesys environment and respond to client add/moves/changes to systems and routing tasks based on real-time call volumes
Provide support, optimize, and maintain Call Routing Strategies
Providing 24/7 support to SCE call centers and our outsourcers for Systems Duty coverage for a week approx. every 6 weeks
Must have a minimum of 3 years of experience utilizing and working with Customer Contact Center Technologies
Bachelor’s degree, preferably in an analytical or quantitative discipline (engineering, math, statistics, computer science, information technology, or related field) or an equivalent combination of education, training and experience
Typically possesses five years of experience in the field of analysis and managing Customer Center Technologies
Demonstrated experience synthesizing large amounts of data, as well as, examining and identifying key trends
Demonstrated experience gathering, generating, documenting, analyzing, and drawing conclusions on complex data, information, and reports
Demonstrated experience explaining complex data and reports to a non-technical audience
Demonstrated experience presenting data in a logical and concise manner to key stakeholders
Demonstrated experience making recommendations related to significant or complex business issues and provide reporting and analytics to leadership for use in their decision
Demonstrate proficient use of Microsoft Office and other data analysis tools
Demonstrated strong written and oral communication skills, as well as presentation skills to effectively communicate and interact with personnel at all levels throughout the organization
Strong ability to work well under pressure and to meet or exceed deadlines
Must demonstrate strong ethics, influence and negotiation, leadership, interpersonal skills, and the ability to effectively manage stress and engage in continuous learning
Must participate on Call Routing Duty roster to provide 24x7 support while OnCall
Must be able to drive between both Contact Centers (RCRO and IBC)

End User Technology Support Analyst Resume Examples & Samples

Strong understanding of End User Management Suites (Active Directory / LANDesk / Mobile Iron / Antivirus)MCP, MCDST or MCSE qualification
Strong numeric and problem solving skills
Experience in technical support of End User devices and associated equipment in Microsoft, iOS & Android based technologies
ITIL methodology
Strong technical ability to deliver and manage End User Upgrades
Strong Self-starting Capabilities
Safety-first approach to applying changes on existing production systems

Technology Support Analyst, Second Shift Resume Examples & Samples

Ability to work Tuesday - Friday from 2:00 pm - 12:00 am with overtime as needed
Experience performing cable installation and decommission activities within a data center/server room environment
Experience performing device installation and decommission activities within a data center/server room environment
Experience performing data center/server room environment auditing activities

Senior Desk Side & Technology Support Analyst Resume Examples & Samples

Microsoft Server products and Office
Solid understanding of hardware and software asset management processes
Experience of working to (and exceeding) Service Level Agreements
Broad technical understanding of technology services being supported
Strong business focus and customer service skills
Exceptional communication skills, both verbal and written
Service oriented with a good understanding of end-to-end processes and working within service level agreements
Must demonstrate a good understanding of the importance of teamwork and planning in delivering excellence
ITIL V3 Foundation Qualification preferred
Working knowledge of Service Now preferred

Technology Support Analyst Resume Examples & Samples

Experience with Active / Open Directory and Windows Security
Understanding of fundamental security principles, and implementation
Experience implementing small to medium-sized IT or media/AV related projects
Knowledge of ticketing systems (e.g Cherwell, ServiceNow, Heat, FootPrints, etc)
Experience designing, setting up, and operating large outdoor PA systems, H.323 video conferencing, or audio conferencing/discussion system for 50+ participants
Experience in a higher education or desk side (in person) support environment
ITIL Foundations Certification and ACMT are preferred

Executive Technology Support Analyst Resume Examples & Samples

Cultural sensitivity: ability to work in a multi-cultural and matrix structure environment, act and respond appropriately in a political environment, properly handle confidential information and work in a constructive way with other staff groups
Influencing skills: ability to build a strong relationship with your colleagues which has
MS office certification
Microsoft or A+ certifications
ITIL Foundations V.3 certification

Information Technology Support Analyst Resume Examples & Samples

Gathers, analyzes, interprets and presents information technology and business information for strategic planning and/or operational purposes. Researches current and emerging technologies and makes recommendations regarding the purchase of hardware and software
Installs, configures, administers, monitors and/or supports the unit\‘s data and voice networks including client connectivity, authorization and authentication mechanisms. Identifies user networking needs. Optimizes unit\’s network availability and performance
Conducts user software needs analysis and plans, designs, analyzes, implements and maintains applications solutions
Researches, develops, designs, implements, and maintains web sites and associated databases and user interfaces. Conducts web site needs analysis and consults with users regarding accessibility, usability and aesthetic appeal of web sites
Documents and analyzes complex business systems and processes. Identifies user information technology needs. Designs, revises, optimizes and implements automated systems to meet unit needs
Installs, configures and maintains workstation hardware, software and peripherals. Evaluates workstation support needs; plans and implements maintenance, upgrades and training programs. Resolves workstation computer hardware/software problems
Implements and monitors computer security and quality assurance procedures. Maintains associated required documentation
May manage projects of limited scope or portions of large/complex projects. May guide technical staff on a project basis
At least 5 years of demonstrated experience with Windows Active Directory environment, including developing, securing, and troubleshooting GPOs
At least 5 years of experience supporting Enterprise Applications in large distributed environment

Information Technology Support Analyst Resume Examples & Samples

Typically requires a Bachelor’s Degree and 1-2 years of related IT experience or an IT-related Certificate plus two years experience
Must have a minimum of two years job-related experience training users in computer based skills
Must have a current DoD Secret security clearance

Technology Support Analyst Resume Examples & Samples

Bachelor degree in the IT field (AEI/TEI/IEK)
Good knowledge of the
Networking / Printing support on site
Communication and Appearance
Relevant previous working experience of 1 year would be a plus

Associate Technology Support Analyst Resume Examples & Samples

Should have strong knowledge of Computer systems and functions. Eg. Laptop, Desktop, Server, Network Devices, Storage
Excellent communication Skills to be able to effectively communicate with customers over Phone / email
Knowledge on Mail clients MS Outlook
Ability to initiate bridge calls during critical incidents
Ability of solving and trouble shooting technical issues
Shift Rotational
Receiving and / or making calls to be able to respond to client concerns / request that are basic technical in nature
Perform initial problem determination (Level 1) in support of contracted scope of services with related hardware, software and services support as specified in the contract schedule
May coordinate others' activities
2+ years of experience with applications such as Robot, Sterling Integrator, and Tidal
Knowledge of computer systems and functions (Laptop, Desktop, Server, Network Devices, Storage)
Knowledge of operating systems Windows and iSeries / AS400
Knowledge in ticketing tools such as Service Now
Ability to work Shift Rotational
Ability to work 2nd shift from 2:00 pm to 10:00 pm Monday through Friday with scheduled weekend shifts
Experience with Unix or Linux

On Site Technology Support Analyst Resume Examples & Samples

Superior customer service and communication skills along with the ability to build rapport and strong business relationships with the user community
Experienced in providing end user support in a fast paced environment. Role requires the ability to interact with all levels in the organization including senior leadership
Candidate will possess strong technical knowledge of computer hardware/software including laptops, printer and mobile smartphone technologies along with Microsoft and MAC operating systems, MS-Office products including MS Outlook & MS-Lync
Position requires the ability to solve technical problems in person and virtually using remote control tools

Information Technology Support Analyst Resume Examples & Samples

Provide prompt and professional response to requests for computing and technology support at multiple locations in the Tucson metropolitan area. This includes making contact with customers via phone, chat, e-mail and/or in-person, and resolving technical incidents on-site or by using remote tools
Document, classify and update the status of all support requests in incident tracking system as work is completed. Regularly communicate the status of unresolved incident tickets with customers
Analyze, troubleshoot, diagnose and resolve reported problems with software, equipment and network connections
Deliver, set up and configure Windows 7/10 and Mac OS X systems, printers, scanners, mobile devices and other technology items
Consult with senior staff and collaborate with technology partners such as University Information Technology Services (UITS), Banner University Medicine ISS and contracted vendors, to ensure thorough and timely resolution of customer support needs. Escalate incidents to management as needed to address barriers to delivering exceptional support
Ensure that any network-attached devices such as desktops, laptops, mobile devices and printers are in compliance with university, college and other applicable IT security policy standards
Meet with faculty and staff to determine equipment and software solutions to meet project needs, conduct product/price/vendor research, and deploy solutions after acquisition
Maintain inventory of computing and technology equipment and software as items are deployed or relocated. Create reports and make recommendations for upgrades and replacement
Review self-help materials and knowledge base content for accuracy and usability. Recommend improvements and new content needs
Prepare documentation and provide user training on numerous IT resources
Provide backup coverage when needed at the IT Service Desk in the Arizona Health Sciences Library. Answer incoming telephone calls and assist walk-up customers with technology support needs
Share knowledge with team members through various means, including the drafting of knowledge base articles, team-meeting presentations, and the use of collaboration tools
Participate in instructor led or self-paced training/learning opportunities to continually sharpen technical and interpersonal skills
There may be additional duties assigned as it relates to this position
Experience in a customer service environment with an emphasis in resolving computer and other technology problems
Prior work experience and comfort with the installation, configuration and support of Microsoft Windows and Mac OS X
Experience with the installation, usage and support of desktop applications such as Microsoft Outlook, Word, Excel and PowerPoint; Adobe Acrobat; EndNote; Lync/Skype; SPSS; and Sophos Antivirus
Experience providing PC hardware troubleshooting and replacement
Demonstrated excellence in customer service, technical problem solving and collaboration
Comprehensive knowledge of and prior work experience providing desktop support in a Microsoft Windows Active Directory domain environment
Knowledge of computer networks and remote troubleshooting techniques
Knowledge of and experience in Microsoft Active Directory and Exchange account administration
Experience in supporting mobile devices such as Apple iPads and Microsoft Surface Tablets in a business or educational setting
Experience in developing documentation and delivering training on the usage of computing and technology resources
Understanding of information security best practices and regulatory compliance areas such as HIPAA, FISMA, FERPA and PCI, and how they affect the configuration, use and support of information technology resources
Ability to interact in a courteous and professional manner with all levels of administrators, faculty, staff and students, including the ability to discern what needs communicated when, and the ability to effectively manage both confrontational and normal situations
Proven ability to work effectively both independently and in a collaborative team environment
Passion for sharing information and new technology with others
Demonstrated success adapting to and thriving in an environment undergoing organizational change
Desire to continuously improve both technical and interpersonal skills
Ability to learn job related skills through on the job training, including observation, written and oral instruction and formal training sessions

Information Technology Support Analyst Resume Examples & Samples

Train, coach and support non-senior staff and student workers in the development of their technical and customer service skills
Review self-help materials and knowledge base content for accuracy and usability; Recommend improvements, and develop and publish new content
Participate in and manage projects
Be a liaison to the infrastructure team and the service desk and desktop support teams to provide greater collaboration and better communication between the two teams
Provide prompt and professional response to requests for computing and technology support. This includes making contact with customers via phone, chat, e-mail and in-person, and resolving technical incidents on-site or by using remote tools
Meet with faculty and staff to determine equipment and software solutions to meet special project needs, conduct product/price/vendor research, and deploy solutions after acquisition
Document, classify and update the status of all support and service requests in incident tracking system as work is completed; Regularly communicate the status of unresolved incident tickets with customers
Consult with other IT staff and collaborate with technology partners such as University Information Technology Services (UITS), College of Medicine Information Technology Services (COM ITS), Banner University Medicine ISS and contracted vendors, to ensure thorough and timely resolution of customer support needs; Escalate incidents to management as needed to address barriers to delivering exceptional support
Experience in a customer service environment with an emphasis in resolving customer problems
Prior work experience and comfort with the installation, configuration and support of Microsoft Windows 7/10 and Mac OS X
Prior work experience with the installation, usage and support of desktop applications such as Microsoft Outlook, Word, Excel and PowerPoint; Adobe Acrobat; EndNote/Reference Manager; Lync/Skype; SAS/SPSS/STATA; and Sophos Antivirus
Comprehensive knowledge of and extensive prior work experience providing desktop support in a Microsoft Windows Active Directory domain environment
Experience supporting research investigators, including the support of specialized equipment, software and sensitive data
Advanced knowledge of computer networks and remote troubleshooting techniques
Strong analytical skills with the ability to plan, coordinate, and carry out complex technology-based projects
Advanced knowledge of and experience in Microsoft Active Directory and Exchange account administration
Extensive experience in supporting mobile devices such as Apple iPads and Microsoft Surface Tablets in a business or educational setting
Advanced understanding of information security best practices and regulatory compliance areas such as HIPAA, FISMA, FERPA and PCI, and how they affect the configuration, use and support of information technology resources

Information Technology Support Analyst Resume Examples & Samples

Workstation administration in a Windows Active Directory domain environment
Sequoia Retail Systems point-of-sale (POS) technologies
MICROS POS technologies
Payment Card Industry (PCI) compliance

Technology Support Analyst Resume Examples & Samples

Experience in using interpersonal skills to communicate effectively with technical staff as well as non-technical users
Demonstrated knowledge of current and future trends in computing technologies and management practices
Demonstrated knowledge of the relevant technology to make purchasing and configuration recommendations
Experience in using multiple operating system environments (including UNIX)
Experience in planning for information resources and technology
Experience in establishing and maintaining effective working relationships
Experience in writing scripts and working on simple programming tasks
Experience in responding to service requests, identifying problems, and providing troubleshooting support

Technology Support Analyst Resume Examples & Samples

Ensure close collaboration with Global Product Development and Regional Formulation
Support Team as well as GSC
Reduce COGs of products either by product sourcing change or raw material sourcing change
Maintain Streamline, Fusion database and ODIMS to manage new product development work
5-7 years’ experience
Education: Associates Degree

Cyber Technology Support Analyst Resume Examples & Samples

Six (6) years of experience as an All Source intelligence analyst supporting Cyber activities and operations in DoD or other United States Government organization
Six (6) years of experience in All Source intelligence analysis preparing finished intelligence products and briefing in a DOD or other United States Government organization setting
Current Top Secret clearance with SCI eligibility

Associate Technology Support Analyst Resume Examples & Samples

Primary responsibility is the support of Optum’s clients using the Web Portals
Provide high level of service for resolution of participant issues related to Website navigation and access issues
Provide high level of service for questions on program overviews for multiple clients and websites
Provide support to Alere’s clients using the Web Portal products during scheduled hours
Transfer calls to the appropriate resource as the participant’s need dictates
Utilize all available tools to resolve participant issues
Accurately track all participant calls or emails in ticket tracking system and monitor for timely closure
For issues that cannot be resolved directly, open Incident tickets as needed to escalate to Technology Support
For assigned clients maintain information pages with complete and accurate program information to increase first call resolution rates
Provide project support to Health Promotions team as needed, including quality testing client portals, posting points for administrative activities, researching/documenting issue scenarios and running reports
Call Center Help Desk and Technical Support preferred
Healthcare industry preferred
Ability to follow up on open issues to resolution and successfully multi task
Ability to diagnose issues and describe accurately to developers for correction of issues beyond our scope
Good Grammar and writing skills
Strong Listening Skills
Strong telephone skills and professional telephone demeanor
Excellent external and internal communication skills

Associate Technology Support Analyst Resume Examples & Samples

Support of Optum’s clients using the Web Portals
Provide project support to Health Promotions team as needed, including quality testing client portals, posting points for administrative activities, researching / documenting issue scenarios and running reports
Proficient Microsoft Office suite knowledge (Word, Excel, PowerPoint, Outlook)
Experience working with SharePoint
Experience working in a call center environment with a Ticketing system
Strong understanding of multiple web browsers and navigation
Ability to work 12:30 PM - 9:00 PM, Monday - Friday
Call Center Help Desk and Technical Support
Healthcare industry

Information Technology Support Analyst Resume Examples & Samples

Installs, configures, updates, maintains, and documents SPOC ground data processing software
Converts software specification requirements into appropriate programming languages
Integration of software components into SPOC environment for testing and requirements V&V
Generate user manuals and test procedures for the SPOC
Support test and training at the SPOC for the team members
Participates in the development of user interface programs to allow OSIRIS-Rex users to access data stored in the SPOC Data Repository
Provides support for instrument and science data product archival to the Planetary Data System (PDS)
Provides support to the SPOC software lead for all software questions/issues/reviews
Must be U.S. Citizen or legal permanent resident (Federal regulations require that the incumbent be a U.S. citizen or legal permanent resident to be ITAR/EAR compliant)
Proficient with Microsoft Office Suite (Power Point, Excel, Word, etc)
Web programming experience
C, NodeJS, AngularJS (and available modules), CSS (Bootstrap 3)
Familiar with software configuration control tool, JIRA/Bitbucket
Experience with Linux, Mac OSX, and MS-Windows Operating System
Programming experience using Oracle Database and MySQL Interfaces
Experience with Deep Space Network data formats, including TSOE

Senior Technology Support Analyst Resume Examples & Samples

Minimum of 3 years’ experience in providing end user support in a fast paced environment. Role requires the ability to interact with all levels in the organization including senior leadership
Must be able to provide after-hours support on a rotational basis with occasional travel required to offices in local geography
Ability to meet deadlines and manage stress effectively in high-pressure situations

Information Technology Support Analyst Resume Examples & Samples

Provide comprehensive technical assistance to bookstore personnel
Demonstrated knowledge of computer electronic principles and theory including systems administration, network systems administration, network systems administration, applications design/development, database design/development or administration, business analysis and/or work station/end-user support
Previous experience working at the University of Arizona
Familiarity with MBS point of sale and inventory management systems
Experience diagnosing computer and peripherals problems
Experience providing information technology related customer service to users having varying levels of technical expertise
Demonstrated knowledge of application, networking or system software products specific to assignment

Information Technology Support Analyst Resume Examples & Samples

Setting up a Qualtrics survey behind authentication that automatically sends reminders and closes on a set date
Assisting remote students that do not have a NetID with signing into the outreach instance of D2L
Configuring Audacity in our computer classroom for recording two-person conversation as part of language testing, and being available to troubleshoot during the test
Manually cleaning up errors in UAccess Student from the batch upload from our Language Placement application
Creating flowcharts for the programmer that explicitly describe how you want the equipment reservation website to work
Assign keycodes and print quotas to the instructors, re-send them when they are forgotten or they run out of the printing
Generate a workflow for advisors to track student internship evaluations
Ensure student workers keep the lab clean, including vacuuming and wiping down work stations
Being the calm in the storm when everything seems to be breaking
Support users with web-based applications, such as Qualtrics, Box.com, Google Apps, Office 365, Desire2Learn (D2L), Adobe Connect, Panapto, VoiceThread, Examity and anything a user legitimately needs to be vetted for security or usage in a classroom
Generate workflow diagrams for integrating online technologies in solutions for instructors and advisors
Assist in establishing authentication and authorization standards in online tool usage that lie outside established UA supported solutions
Experience supporting Microsoft Windows 7 or newer in an Active Directory environment
Proven experience in designing solutions for users in a web-based application
Experience with popular content management systems
Experience editing code to achieve desired results in a web-based application
Work experience in a field relevant to the Humanities, such as foreign language instruction, language acquisition or translation

Technology Support Analyst Resume Examples & Samples

Install, upgrade and configure workstations to fulfill requests for hardware and software for new and existing users
Manage the breakdown, relocation and set-up of workstations to accommodate user relocations, site relocation, site remodels and new location installations as assigned by supervisor
Disseminate technical knowledge via ticketing system, conferences and written documentation to colleagues. Assist the Technology Lead in team meeting discussions and training sessions
Fulfill project-related tasks as assigned by supervisor. The Analyst will be assigned to co-lead projects to gain skills and knowledge with regard to project management
Manage time efficiently to ensure SLAs are met
All Technical Support Technicians will take an on-call shift in a rotation, as required
Promote and adhere to departmental and organizational information security policies, standards and procedures
Associate's Degree (A.A.) with a focus on Information Technology
3-5 years' related experience
4 + years of desk-side technical support experience. Three or more years technical experience building and maintaining HP and Dell work station hardware, peripherals, HP printers and Windows Operating Systems
MCP or MCSE certification
Windows OS (Desktop and server) - MAC a plus
Must have a thorough understanding of computers and troubleshooting techniques - quick learner and self-study. System: Symantec Ghost Imaging, LANdesk, SEP Anit-virus software suite, Active Directory, Group Policy, Windows Scripting, Server 2003/2008, Faronics Deep Freeze, Permissions and Security, WSUS, DHCP
Proven experience with on-site troubleshooting of work station hardware, software, server and networking issues
Ability to install and configure equipment up to 50 lbs independently and up to 175 lbs with assistance of one or more engineers
Proven attention to detail and organizational skills

Information Technology Support Analyst Resume Examples & Samples

Support the Director in implementing the strategic vision for the Development Data Quality & Services team, which includes working towards specific individual and team goals and aligning work towards best practices with a focus on service excellence
Exercise a high degree of independence to ensure the accurate and timely handling/updating of constituent biographical information in support of the UDP’s fundraising activities
Research information about alumni, donors and friends of the University using multiple sources, including but not limited to: the internet, the student information system (UAccess), newspapers, press releases, public records, and other subscription-based databases (including LexisNexis)
Serve as a supporting team member on the Blackbaud CRM (BBCRM) implementation and database conversion project, assisting with the development and implementation of new processes for data management and improved data enhancement to increase data integrity and improve the efficiency of our fundraising programs in BBCRM
In partnership with the Director, document and implement data entry and data stewardship guidelines, policies, and procedures; encourage compliance with data entry policies and procedures; monitor data entry to minimize duplicates and errors; validate and correct data and update the system; implement and follow procedural changes for processing such transactions; and manage and update data using department integrity queries and reports
As directed, communicate and collaborate with key partners to identify and assess data needs and services for UDP stakeholders
Work to maintain data quality and integrity standards for the maintenance and acquisition of biographical data for the UDP’s development database, which houses more than 900,000 records of alumni, donors, and friends
Ensure that quality biographical data is entered in the Raiser’s Edge system using information obtained from a variety of sources, including: data received through Blackbaud NetCommunity (BBNC), the Telephone Outreach Program (TOP), the University of Arizona student information systems, the National Change of Address (NCOA) updates, returned mail from UDP mailings, and other information provided by UDP staff
As directed, partner with external data acquisition vendors, data hygiene tools, and other resources to enhance data in database
As directed, support the accurate and timely production of constituent lists for UDP staff to support a one-team, donor-centered approach to fundraising
Maintain awareness of best practices, technology changes, and current issues within the advancement profession. Additionally, be aware of the goals and activities of the University and adapt work to support those goals
Experience verifying/proofing data using a relational database, including experience reconciling complex data entry discrepancies
Experience working closely with frontline development officers and/or other internal stakeholders or clients
Bachelor’s Degree in a related field (Business Administration, Social Sciences, Library & Information Science, Nonprofit Management, etc.) desirable
One year of experience verifying/proofing data using a relational database, including 6 months of experience reconciling complex data entry discrepancies
Experience using a development or fundraising database (for example, Raiser’s Edge or Blackbaud CRM)

Information Technology Support Analyst Resume Examples & Samples

Serve as technical expert for a variety of client computing devices, e.g. desktops, laptops, tablets, phones, printers, scanners, and cameras
Maintain an automated, consistent process for configuring and deploying client operating systems and software/apps
Manage and maintain technical documentation for processes and procedures
Confer with and assist users and IT professionals in resolving complex procedural, operational, and technical problems; identify solutions and/or make appropriate referrals
Evaluate hardware and software products to determine if they fit FSO needs
Work collaboratively with other IT professionals across the University to ensure campus wide coordination and communication is maintained
Provide daily monitoring and prioritization of Help Desk tickets in order to ensure resolution in a reasonable timeframe
Identify customer concerns, be aware of customers’ business process cycles; gather customer input to improve services
Lead and mentor team in good customer service practices, as well as efficient and effective troubleshooting techniques
Build teamwork; motivate and inspire others: create team energy; promote excellence and continuous improvement
Experience leading technical support for various user groups in various locations
Experience with large scale hardware and software deployment
Knowledge of supervisory practices, principles and techniques; supervisory experience; skill in coordinating the work of others
Strong project management, organizational, time management, communication and customer service skills
Well-developed problem-solving skills and ability to teach other staff members to methodically and systematically troubleshoot a variety of networking and desktop configuration and application problems
Ability to effectively communicate with both technical and end user
Experience with DHCP, Group Policy, and Active Directory
Familiarity with University Network and Central Systems – UAccess, UAConnect, UAssist, JIRA, and SWIM

Information Technology Support Analyst Resume Examples & Samples

Provides on-going phone remote support for computer hardware problems, software issues and connectivity issues
Participates in technology projects and implementation
Completes administrative tasks such as hardware inventory, shipping, testing and minor break/fix of hardware
Responsible for managing the Help Desk ticketing system, and generating reports
Responsible for updating company directory information in IT systems ( Phone/Email )
Works independently or as a team member on new applications, processes or projects
Provide the best possible support for customers to reduce end user downtime
A+ Certification / Fluent in Microsoft Office suits
Associates degree with additional one year of experience in computer science, information technology, or equivalent experience preferred
Ability to analyze and document system requirements of all departments within the company
Training skills to educate and encourage users of systems in the acceptance and promotion of system use
Ability to communicate effectively both orally and in writing, in person and by telephone. Ability to deliver training to end users, whose technical skills may range from beginner to expert
Capability for immediate self-education in use of new systems, software applications, and programming languages
Basic understanding of Citrix environments
Basic understanding of VOIP systems
Working knowledge of microcomputer hardware and software, programming languages, and interfacing between the programs and systems
Mechanical ability sufficient to use tools to assemble and disassemble equipment
A working knowledge of home networking, high-speed access, VPN support and wireless routers
Strong customer service skills and technical phone support experience
An understanding of the impact of technology on remotely located end users
Knowledge of mobile technologies such as mobile broadband cards, blackberry handhelds, and Apple mobile devices

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