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Skills
citrix
Experience
Excelsior College Albany, NY Technical Support Analyst 12/2014 to Current
  • Advise students, faculty and staff on computer usage and college's web services through various means of communication.
  • Troubleshoot connectivity issues.
  • Assist with any questions or concerns with required media needed to attend college.
  • Maintain student records as required using EE-SIS.
Time Warner Cable Middletown, NY 05/2014 to 11/2014
  • Troubleshoot multiple network related issues for subscribers.
  • Diagnose and resolve Internet or telephone related problems using multiple tools and multi-tasking skills.
Crystal Run Healthcare Middletown, NY IT Helpdesk Support Technician 08/2012 to 05/2014
  • Assist users with hardware, software and peripheral technical issues through various means of communication.
  • Image computers, upgrade software, install new products, remove viruses from infected computers and monitored traffic on over 80 citrix servers.
  • Assist in testing new software for implementation.
  • Diagnose network related issues.
Orange Regional Medical Center Middletown, NY IT Helpdesk Technician 10/2010 to 08/2012
  • Assisted users with computer hardware, software and peripheral technical issues through various means of communication.
  • Utilized Active Directory to process and maintain user accounts.
  • Monitored server traffic on over 50 citrix servers.
Tek Systems Albany, NY Desktop Technician 01/2009 to 04/2010
  • Install computers for government census offices.
  • Upgrade point of sale systems for retail outlets.
  • Wipe hard drives for over 100 computers for healthcare organizations.
  • Perform various tasks required by technical team.
Education and Training
Bachelor of Science: Information Technology 2014 Western Governor's University, Salt Lake City, UT Information Technology
This resume is created in 7 minutes.
Summary
Innovative and resourceful customer service professional with over 10 years experience. Adept at enhancing the customer experience and department staff through the following tactics: mentoring, directing, supervising overall functions and staff of customer service operation, handling top-notch professional support services, providing personal interaction, and resolving varied client inquiries and complex issues.
Skills
  • Exceptional Organizational Skills
  • Strong Interpersonal Skills
  • Conflict Resolution Techniques
  • Analytical, Detailed-oriented
  • Microsoft Office Suite Proficient 
  • Excellent CRM Software Knowledge
  • Superb Telephone Etiquette
  • Managerial\Supervisor
  • Training and Development
  • Strong Oral and Written Communication Skills
Experience
Prime Resources Bridgeport, CT Customer Service Representative 08/2017 to Current
  • Streamlined the purchase order process resulting in a 35% increase in work production and efficiency.
  • Consistently ranks in the top 5% of company reps, maintaining a 98% customer satisfaction rating.
  • Manages 50 accounts, averaging 150 daily calls pertaining to order fulfilment, invoicing, and sales metrics.
  • Uses multiple systems simultaneously including Microsoft Office, Outlook, Dynamics AX, NetSuite, etc.
Coordinated Transportation Solutions CTS Trumbull, CT Customer Service Representative 11/2016 to 08/2017
  • Consistently met guidelines accumulating a 100% auditing rating while adhering to HIPPA regulations.
  • Managed 15 client accounts, verifying eligibility, confirming appointments and transportation services.
  • Answered, screened and processed over 200 calls daily using a call management system and web-based communications.
  • Improved call management database by 15% changing and updating contact information.
Eastern Account System Brookfield, CT Customer Service Supervisor 03/2014 to 03/2017
  • Generated and distributed daily reports and order acknowledgments to appropriate personnel.
  • Flawlessly navigated through data entry software systems such as, Paychex, i5, CSG, and C4.
  • Successfully managed the activities of 20 team members in the customer service department.
  • Increased work production by 30% through effective training and customer need analysis. 
Publishers Circulation Fulfillment Bridgeport, CT Swing Driver - Manager 02/2013 to 03/2014
  • Managed and trained 10 employees on routes, pickup\drop-off locations, and order processing.
  • Evaluated employees on performance metrics, order audits, and customer satisfaction rating.
  • Established operational procedures for verification of incoming and outgoing shipments, handling and disposition of merchandise and keeping of warehouse inventory.
  • Maintained logs of working hours and of vehicle service and repair status, following applicable state and federal regulations.
 
 
 
Cablevision Shelton, CT Customer Technical Support Analyst 04/2011 to 03/2012
  • Exceeded utilization standard with 100% utilization each month.
  • Reviewed incident tickets and responded to end-users appropriately and within established standards; resolved open tickets in a timely and professional manner, ensuring a positive client experience and high retention.
  • Processed inbound and outbound technical support calls closing an average of 60 calls daily (20% above quota)
  • Solved customers online billing and account issues quickly and efficiently to build long-term loyalty.
Education and Training
Associate of Science: Business Management 2008 Wentworth Institute of Technology, Boston, MA, United States GPA 3.75
This resume is created in 7 minutes.
Summary
Strategic learning and development professional adept at managing all aspects of learning and development via the ADDIE methodology. Chief designer of all internal messaging delivery methods and developer of training operational procedure and efficiencies. Proven ability to leverage adult educational methodologies to design, develop, and deliver successful training and corporate communications via training guides, Instructor Led Training (ILT), Web Based Training (WBT), and Virtual Instructor Led Training (VILT).
Technical Summary
  • Adobe Creative Suite CC (Photoshop, Premiere, After Effects, InDesign)
  • SharePoint Admin
  • WebEx and Skype
  • Public Speaking
  • MS Office Suite (Word and Powerpoint)
  • LMS Administrator (Learning Management System)
  • Survey Monkey and TestCraft
  • ILT and VILT or WBT Curriculum Development
  • ​Storyline 1 and 2 
Experience
Product Trainer 01/2017 to Current LexisNexis Alpharetta, GA
  • Strategic partner with operation decision- makers and project managers to assess L&D needs and key competency gaps.
  • Spearhead the implementation and rollout of all aspects of learning programs.
  • Designs and deliver product training materials and or programs utilizing the most effective delivery method and technologies.
  • Product training includes recorded webinars, instructor led training, eLearning modules, and guides.
  • Create, design and package courses and assessments using Articulate Storyline 2.
  • Export SCORM 1.2 packages to upload to LMS.
  • Acquires media assets for eLearning modules, training presentations, reference guides and online visual aids.
  • These assets include photos, stock footage and music tracks.
  • Uses visual media to record, edit and design video training modules.
  • Facilitates international training provided via WebEx, Skype and ILT training sessions on site.
  • Utilizes online and digital platforms to education and inform employees about new training activities, new class releases, additional resources and tools.
01/2015 to 01/2016 Toastmaster VP of Education- LexisNexis RiskMaster Club
  • Club doubled in size under our Leadership team and achieved the highest honor that a club can obtain through Toastmasters.
  • Lead educational programs for 50 + members and oriented new members.
  • Assist in preparing club members to have interviews, panel discussions and speeches.
Training Coordinator 01/2014 to 01/2017 Alpharetta, GA
  • Coordinated all ILT sessions, including new hire calls and new hire orientation.
  • LMS administrator for all course and curriculum development.
  • Designed and maintain 100+page participant guide and business quick reference guides using Adobe InDesign.
  • Final product converted to an e-publication format for viewing on web and mobile devices.
  • Spearheaded all logistics for ILT programs, including scheduling/booking conference room space, ordering and receiving materials, and attendance.
  • Advanced data entry utilizing SurveyMonkey and TestCraft assessment sources for analysis of survey responses and assessment results to be used in enhancing future sessions.
  • Maintained, captured, tracked and reported on specific employee training activity for assigned business.
Videographer 01/2013 to 01/2016 America Sports Memories Alpharetta, GA
  • HD videographer specialized in multiple camera set-up and high action shoots.
  • Recorded local high school sporting and b -roll and athlete interviews.
  • Coordinated shoots with athletes, parents, and company CEO to produce best quality footage for college recruitment videos.
Technical Support Analyst 01/2008 to 01/2014 ChoicePoint now LexisNexis Alpharetta, GA
  • Appointed by management as the primary trainer for International and US based employees.
  • Initiated site navigation, product and application training to all clients, key members of sales and other departments interested in cross training opportunities.
  • Facilitated refresher training and new hire training on the Insurance platforms.
  • Updated training material to reflect any changes or updates in processes, websites and technology.
  • Lead ILT for small groups, one on ones, and web based training sessions via WebEx for remote employees.
Front Desk Supervisor 01/2006 to 01/2008 GA Tech Hotel and Conference Center Atlanta, GA
  • Accelerated employee productivity by determining the most effective training method needed to retain job knowledge.
  • Promoted in less than one year.
  • Led and educated staff on any and all new technology as it pertained to daily job functions.
  • Organized, coordinated and facilitated weekly staff meetings to review performance goals, scheduling and to develop and executes strategies for large group and VIP check-ins.
Cobb County Juvenile Courts 07/2017 to Current Court Appointed Special Advocate (CASA) GA
  • Advocate on behalf of abuse and neglected children by performing home visits to access living arrangements, spending time with child, and monitoring behavior.
  • Communicate with key member of government agencies.
  • Create court and legal documents to provide to juvenile court judge.
Cobb County Juvenile Courts 07/2017 to Current Court Appointed Special Advocate (CASA) GA
  • Advocate on behalf of abuse and neglected children by performing home visits to access living arrangements, spending time with child, and monitoring behavior.
  • Communicate with key member of government agencies.
  • Create court and legal documents to provide to juvenile court judge.
Education and Training
B.A: Mass Communications - TV Production Speech and Theatre Arts 2006 Dillard University Mass Communications - TV Production Speech and Theatre Arts
Public Speaking Toastmaster's International Alpharetta, Georgia
Toastmaster District 44 Division H Area Director - CC, ALS 2016- 2017
  • Facilitate success planning and educational workshops for new leadership teams and club members.
  • Coordinates four Area Contests a year which includes managing 10 speakers at each contest, 6 judges and a number of other support roles.
Toastmaster VP of Education- LexisNexis RiskMaster Club 2015- 2016
  • Club doubled in size under our Leadership team and achieved the highest honor that a club can obtain through Toastmasters.
  • Lead educational programs for 50 + members and oriented new members. 
  • Assist in preparing club members to have interviews, panel discussions and speeches.
This resume is created in 7 minutes.
Skills
  • Languages: C#, ASP.net, C++, SQL, JavaScript
  • Excellent customer service skills, able  to relate to diverse client base
  • Excellent ability to analyze and solve problems effectively
  • Experience leading projects
  • Strong leadership and communication skills , written as well as verbal
  • Advanced troubleshooting and technical analytical skills
  • Experience with design, build, test and implementation of custom solutions
Work History
Global Support Specialist 08/2011 to Current
Perceptive Software Shawnee, KS
  • Provide advanced support and technical assistance to customers both internal and external using ImageNow, WebNow as well as Perceptive Software's entire suite of Enterprise Content Management/Document Management products.
  • Mentor, train and provide career guidance to other engineers both locally and in other offices across the world.
  • Serve as an escalation resource for advanced issues and mission critical problems within production environments.
  • Work closely with R&D to identify and catalog product defects for assessment.
  • Participate in client implementations in a team with Project Manager, Consultant, Account Executive and other resources from Global Services group.
  • Document technical issues within the application and publish technical articles for both internal and external use as well as assist in developing training content.
  • Rapidly learn new technologies and software applications and apply that knowledge towards the resolution of technical issues.
  • Provided second level product support for incoming phone, email and web based support requests from Perceptive's global customer base.
  • Mentored Level I Engineers by providing process and product knowledge and assisting with more advanced troubleshooting steps.
  • Created articles for Perceptive's Knowledge Base as well as other training materials.
Global Support Engineer
  • Provided frontline product support for incoming phone, email and web based support requests.
  • Followed proper troubleshooting process through resolution, professionally documented all issues in Perceptive's product support issue tracking database.
  • Worked with Perceptive team members to efficiently troubleshoot and solve problems.
Systems Engineer 03/2007 to 08/2011
Quest Diagnostics Lenexa, KS
  • Provided systems support in a subject matter expert role Assisted in the functional needs analysis and provided the defined functionality through application code development Served as project lead on several projects Mentored other members of the team Translated functional specifications into programming and sub-system specifications Developed tools used to support various applications.
Systems Analyst
  • Provided second level support to Help Desk on escalated issues.
  • Analyzed systems flow and systems interactions.
  • Facilitated the discovery of systems needs and documented the current system, considered alternative solutions, contributed to documentation and training, and provided expertise for quality assurance and acceptance testing.
  • Provided alternatives for improved functional effectiveness and efficiency.
Applications Systems Analyst 11/2005 to 03/2007
ScriptPro Pharmacy Automation KS
  • Provided detailed analysis of pharmacy workflow systems in conjunction with ScriptPro software to support and enhance pharmacy business practices.
  • Provided advanced internal/external technical support for proprietary software systems.
  • Monitored/analyzed/tested system backups, system/database performance (Access and SQL based systems).
  • Used proprietary programming language to write and edit rule sets for information interface between pharmacy systems and ScriptPro systems.
Applications Support Engineer 08/2001 to 11/2005
Quest Diagnostics Lenexa, KS
  • Provided second line technical support for in-house developed software products used by remote clients.
  • Investigated, researched, and solved software issues.
  • Worked closely with development team in the improvement of software quality assurance standards.
  • Documented resolutions and procedures and provided training as needed.
Technical Support Analyst
  • Provided first line technical support in a Help Desk setting for software products for in-house and remote clients.
  • Performed general troubleshooting and configuration of in-house as well as third party applications.
Technical Support Specialist 11/2000 to 04/2001
H&R Block Kansas City, MO
  • Provided external and internal technical support for various software applications used by H&R Block offices and customers.
  • Assisted with testing of software before release.
Education
MBA: Information Systems and International Business 2006 University Of Kansas - Lawrence, KS Information Systems and International Business
Bachelor of Science: 2000 Baker University - Baldwin City, KS
Minors - Accounting and Business Varsity Basketball Professional Development Project Management Essentials: 2010 Johnson County Community College -
Languages
Fluent in English and Portuguese; also Experience leading projects able to speak and understand Spanish