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Skillful Technical Support Analyst resume

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Professional Summary

Experienced bilingual Technical Support Analyst with over 4 years of experience in Information Technology Industry and over 2 years Salesforce CRM Administrator experience. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements.


Salesforce Certified Administrator

Credential ID: 8

  • Systems administration
  • Team leadership Skills
  • Data analysis
  • Technical Writing
  • System Configuration
  • Desktop support
  • SQL
  • MS Office
Associate of Science: Information Systems Technology
Great Bay Community College - 320 Corporate Dr, NH 03801

Experience in:

  • Configuring networking devices to forward traffic throughout a local area network
  • Installing and testing physical layer infrastructure to include copper, fiber- optic, and wireless media
  • Configuring and implementing virtualization of the desktop and network
  • President of the International Club

Received the Outstanding Student Award from Great Bay Community College for leading the International Club for 3 years. The club consisted of 20+ new and existing students from a range of countries. As president I arranged, hosted meetings and scheduled work for club members to raise club funds.

Work History
11/2017 to Current
Technical Support Analyst Amadeus Hospitality Portsmouth, NH
  • Providing technical support for clients including Spanish speaking
  • Demonstrating professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions
  • Documenting all transactions and support interactions in system for future reference and addition to knowledge base
  • Ensuring superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly
10/2016 to 03/2017
Print Production Assistant Speedpro Imaging 195 New Hampshire Ave #100, Portsmouth, NH 03801

- Examined job orders to determine quantity, stock specifications, colors and special printing instructions.
- Logged, trafficked and updated projects in job management software.
- Multi-tasked to keep all assigned projects running effectively and efficiently.
- Distributed an updated weekly report of project priorities to team members and management.

03/2011 to 10/2016
Waiter/Bartender BG's BoatHouse Restaurant and Marina 191 Wentworth Rd, Portsmouth, NH 03801
  • Hardworking and valued team member
  • Increased customer rapport
  • Consistently provided professional, friendly and engaging service
  • Spoke with patrons to ensure satisfaction with food and service
  • Trained new employees

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Job-winning Technical Support Analyst resume

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Professional Summary

Quality-focused Principal Consultant successful at managing customer expectations and delivering exceptional results built on extensive industry knowledge.

  • Customer relations
  • Excellent communication skills
  • Excellent planner and coordinator
  • Computer programming
  • System upgrades
  • Project management
  • Conference planning
  • Report development
  • Schedule management
  • Analytical thinker
  • Decision-making ability
  • Operations management
Work History
Technical Support Analyst, 02/2017 to Current
ACME Transporation Syracuse, NY
  • Designed strategic plan for component development practices to support future projects.
  • Established compatibility with third party software products by developing program for modification and integration.
  • Identified and solved technical issues with a variety of diagnostic tools.
  • Provided base level IT support to non-technical personnel within the business.
  • Managed customers' expectations and experience to a high degree of customer satisfaction.
Technical Lead, 06/2016 to 01/2017
Charter Spectrum 6005 Fair Lakes Rd. Syracuse NY , NY
  • Developed technical solutions to diverse operational problems.
  • Managed team of 20 personnel focused on implementing resolutions and updates.
  • Oversaw a variety of projects, including budgets, milestones and team performance.
  • Maintained related hardware in good working order.
  • Provided methodologies for object-oriented software development and efficient database design.
  • Implemented company policies, technical procedures and standards for preserving the integrity and security of data, reports and access.
Executive Assistant, 01/2015 to 07/2016
Creative Art Solutions New York City
  • Frequently used word processing, spreadsheet, database and presentation software.
  • Planned and coordinated logistics and materials for board meetings, committee meetings and staff events.
  • Ordered and distributed office supplies while adhering to a fixed office budget.
  • Answered and managed incoming and outgoing calls while recording accurate messages.
  • Coordinated, scheduled and arranged meeting and travel calendars, including business and social events.
  • Screened applicant resumes and coordinated both phone and in-person interviews.
Customer Service Representative, 01/2013 to 11/2014
Eastman Library New York City , NY
  • Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
  • Routinely answered customer questions regarding merchandise and pricing.
  • Greeted customers entering the store to ascertain what each customer wanted or needed.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Contacted customer to follow up on purchases, suggest new merchandise and inform them about promotions and upcoming events
Bachelor of Science: Accounting , Current
Capella University - Minnesota
  • 4.0 GPA
  • Coursework in Accounting, Finance and Statistics
  • Coursework includes Speech and Communication, Sociology and Psychology
  • Student Body Treasurer
Associate of Arts: Liberal Arts , 2015
SUNY Binghamton University - New York
  • Associate's Degree
  • 3.5 GPA

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Experienced Technical Support Analyst resume

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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