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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
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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.
  • 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
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
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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 
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.
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  • Languages: C#,, 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.
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 -
Fluent in English and Portuguese; also Experience leading projects able to speak and understand Spanish
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A distinguished IT Helpdesk Supervisor with over 10 years of experience in tier 1 & 2 technical support level daily functions with a unique blend of technical and communication expertise. Oversees the IT Helpdesk group's daily
functions of diagnosing/resolving technical issues and promoting excellent customer service for a firm of 500 employees.

Relevant Skills
  • Management of helpdesk ticket system and customer call queue
  • Incident and problem management- performing root cause analysis to identify recurring issues
  • Implementation of standard operating procedures
  • Excellent customer service
  • Team oversight
  • Supervision and training
  • Excellent communication skills with local and remote clients for resolving technical issues and requests 
  • Strong ability of identifying areas of customers service which needs improvement 
  • Technically and logistically proficient management of day to day IT support operations overlooking 7 remote office locations 
  • Experienced with project management skills for various technical projects within the IT department 
  • Expertise with administering/troubleshooting Windows based platforms including  Windows 7, Windows 10, Microsoft Office 2003/2007/2010/2013/2016/Office365
  • Microsoft SCCM 
  • Microsoft Dynamics 
  • Citrix Xenapp Platform administration 
  • CCH Foundation Products (Pro System fx Tax and ProSystem fx Engagement) CCH Axcess Tax 
  • Management of helpdesk ticket system including pulling reports and analyzing end user and staff data
IT Helpdesk Supervisor BPM | Walnut Creek, CA | January 2013 - Current
  • Manages a 6 member helpdesk team
  • Oversees support of all client software and hardware 
  • Monitors technician response times to incidents to improve efficiency and reduce end user downtime 
  • Gathers and analyzes data to perform root cause analysis on recurring issues 
  • Implements surveys to evaluate client satisfaction levels and proposes recommendations to the CIO for improvement 
  • Isolates recurring client software and hardware issues within a problem management system to perform root cause analysis, track and resolve 
  • Works directly with the CIO 
  • Performs year end evaluations 
  • Trains staff on new and existing client systems 
  • Mentors the IT helpdesk staff to further their career paths 
  • Performs interviews for new helpdesk staff positions making recommendations to the CIO 
  • Stays abreast of technology by attending technical webinars, forums, seminars
IT-Senior Technical Support Analyst BPM | San Francisco, CA | January 2012 - January 2013

Same responsibilities as the previous position (IT-Support Technician) including the following

  • Group lead for client computer customization for Windows 7 firm wide deployment 
  • Group lead for the automated application deployment group 
  • Training and mentoring entry level technicians Managing the call/ticket queue scheduling
IT Helpdesk Technician BPM | San Francisco, CA | December 2007 - January 2012
  • Worked on a team supporting 380 users in five bay area locations, with an expansive knowledge of computer hardware, desktop applications, peripheral equipment and basic networking principles and functions.
  • Installing, troubleshooting and repairing computer hardware, software and peripheral equipment.
  • Thorough knowledge of client Windows operating systems (Windows XP, Vista, and Windows 7) and Microsoft Office application suites (Microsoft Office 2003, 2007, 2010 & 2013) Experience working on the BlackBerry Enterprise Server (BES) troubleshooting user/server issues.
  • Experience with Symantec Ghostcast Server: building client images, deploying, restoring, maintaining.
  • Ability to pinpoint users issues effectively with oral and written communication skills.
  • Strong organizational skills and ability to prioritize work and deadlines.
  • Project management skills.
  • Able to perform work independently and in a team environment.
Desktop Support Assistant Gordon & Rees, LLP | San Francisco, CA | April 2006 - June 2006
  • Facilitated the roll out of new workstations for the San Francisco office.
  • Performed maintenance and troubleshooting of issues during roll out.
  • Performed quality control for new workstations and verified user settings.
Proprietor Keith's Gardening | Castro Valley, CA | April 1995 - December 2007
  • Established and operated a gardening and landscaping business with over 100 clients.
  • Hired, trained, and managed projects directing 3 work crews.
  • Performed bookkeeping.
Education Training Certifications
Network Systems Administration Heald College | | Hayward, CA | 2007

Project Management Course - (Presenter- Valerie Colber, MBA, PMP, SCPM) 

HDI Support Center Manager (HDI-SCM) Training course

Microsoft Certified Professional

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Professional Summary
Talented IT professional specializing in leading high-performing and multi-disciplinary teams from product development through successful product launches. Accustomed to managing multiple projects and priorities in fast-paced environments. Project management Conflict resolution Excellent problem-solving abilities Process implementation Excellent diagnostic skills Written and oral communication Data analysis Team leadership Presentation and facilitation DevOps principles Planning and implementation Policies and procedures Release Manager
Work History
Implementation Manager AT&T Services, Inc Atlanta, Georgia
  • Developed work-flow charts and diagrams to ensure production team compliance with client deadlines.
  • Coordinated with IT sustainment teams and network engineers to identify, analyze, report and resolve complex issues.
  • Analyzed, designed and managed payment gateway infrastructure development; provided architectural recommendations for reliable systems.
  • Developed and create test cases to validate that functional requirements are met.
  • Solved application issues, to design and to implement system enhancements, and in documenting new user requirements.
  • Translated business objectives and processes into clear IT requirements, resulting in successful delivery.
  • Participated as a liaison between IT and the internal business customer.
  • Coordinated release content and request backlog, pending service requests, third-party applications, or operating system updates.
  • Scheduled and facilitate all Release Management Meetings.
  • Experimented in XL Deploy and XL Release Tools, Implemented marketing strategies which resulted in 12% growth of customer base.
  • Updated and distributed weekly and monthly report projects for BPM to Manager and Director.
  • Coached new team members in new skills and problem-solving techniques as need through close one-to-one and group sessions.
  • Initiated necessary contacts to resolve issues in support of reducing service order errors and increasing production activity in meeting deadlines.
  • Collaborated with system integration team and ensure compliance with all client requirements and provide appropriate training to clients and ensure effective implementation of all systems.
  • Maintained all implementation requests and staff working and assist the team and senior implementation managers and provide required coaching for a team.
  • Monitored project milestones and critical dates to identify potential jeopardy of a project schedule.
12/2002 to 03/2004
Technical Support Analyst Cingular Wireless Atlanta, Georgia
  • Implemented company policies, technical procedures and standards for preserving the integrity and security of data, reports and access.
  • Translated business goals, feature concepts and customer needs into prioritized product requirements and use cases.
  • Developed and evolved the consumer-facing, multi-channel roadmap for desktop, mobile and mobile web applications.
  • Maintained and monitored the server room, the wireless network and other server infrastructure.
  • Led communication with stakeholders regarding product goals and progress made.
  • Developed credibility and confidence with customers.
  • Trained in and maintained excellent interpersonal and communication skills that complement proven creative problem-solving capabilities.
  • Provided superior customer service and work quality while demonstrating attention to detail, flexibility and innovation in resolving problems.
  • Processed orders, maintained customer relations, handled complaints and adjustments for entire region.
  • Translated technical specifications into detailed product requirements.
Oracle (Introduction to SQL):
| Achievement (IT UP Professional) 2008 | Green Belt Certified in Six Sigma Agile 2.0-Practitioner | Agile Boot Camp | Big Data Bronze | Cloud E: API Bronze -
Bachelor of Science: Information Systems - Technology Management
Strayer University -
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Professional Summary
Motivated business/IT professional with extensive experience in solution planning, consulting, and team development. Consistently achieve timely rollouts through process improvement planning, program coordination, and proactive resource management. Consistently improve productivity by directing recruitment, training, and development initiatives. Possess an established track record of accomplishments in resolving cross-organizational issues.
  • Problem resolution
  • Process improvements
  • Assessment/analysis
  • Report generation
  • Strategic planning
  • Systems Development Life Cycle (SDLC)
  • Team leadership
  • Project/data management
  • Efficient multi-tasker
  • Detail-oriented
  • Strong communicator
  • Requirements gathering
Work History
12/2015 to Current
Manager, Technology Solutions Mode Transportation Memphis, TN


Manage the development, support, configuration, and integration of business applications utilized across the company. ?

Appointed to facilitate new project recently awarded to company worth $30 million in international business.

         Project Responsibilities includes:?   

Migrating user systems support of application internally.

Sustaining the role of becoming the subject matter expert on system functionality and capabilities.      

Executing strategies and roadmap for system support of international business.           

Creating test measures, requirements documents, and best practices.        

Collaborating with users, developers, integration, IT, and vendor to resolve problems or system malfunctions.     Overseeing end to end application scoping, planning, development, implementation and post-implementation maintenance and support.   

Provide technical leadership for deployment of application.   

Hire and train a systems support analyst.

04/2008 to 12/2015
Senior Business Analyst Mode Transportation (Formerly Exel Transportation) Memphis, TN


Served as a liaison between the business and technology teams in order to improve the products and services being delivered to users of the organization. Worked with business partners and internal IT teams to identify, define, and document business requirements for projects


Strengthened company's business by working with vendor and leading the implementation and creation of a new application (Carma) that is used to manage a large database of carriers in one central location.  In addition, worked with internal IT team to Integrate Carma with other internal systems.  This new application aided the company in many ways such as:

                    eliminating the need for employees to process

                    new carrier registrations


                    decreasing the time required to monitor carrier's 

                    safety scores, and insurance requirements by 80%


                   decreased the time new carriers are accessible to

                   haul freight for our independent agencies from 24

                   hours to 30 minutes and providing an efficient and

                   quick method for allowing our users to find capacity


03/2005 to 03/2008
Application & Compliance Analyst Catherines Stores Corporation Bensalem, PA


Worked as a liaison between Catherines's users and Corporate to provide technical solutions that meet user needs. 

01/2004 to 01/2005
Technical Support Analyst AutoZone Memphis, TN


Troubleshoot, researched, diagnosed, and documented quality resolution of technical issues regarding connectivity and standard software usage questions for products on Linux and UNIX based platforms in the AutoZone stores across the United States. 

01/2001 to 06/2003
Quality Assurance Analyst Centers for Disease Control Atlanta, GA


Worked with programming team to facilitate requirements gathering sessions, create use-case models and specifications, design and populate requirements repositories, establish requirements trace-ability, and manage full life-cycle change against requirements.

Bachelor of Arts: Computer Science
Emory University - Atlanta, GA
Technical Skills

MS Office Word, Access, Excel, PowerPoint, Visio, Publisher, Outlook, MercuryGate suite of applications (Carma, TMS, Edge), IES, XML, HTML, WebPDM (Gerber Technology), Test Director, WebPDM (Gerber Technology), Velocity coding, EDI

Skills 2
Dynamic Ruleset
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Managed print technical support analyst with 12 years in technical and customer support roles. Effectively identifies problems using advanced troubleshooting skills.

  • Troubleshooting proficiency
  • Patient and diligent
  • MS Office (Word, Excel, PowerPoint), Outlook and internet proficiency
  • Exceptional telephone etiquette
  • Windows 7 and XP
Managed print technical support analyst Oct 2011 to Current
ComputCon White House Station, NJ

Currently serving as the main contact for escalated MPS operational and tactical information technology (IT) or network issues. Monitor print volume metrics and supply consumption. Install and configure the HP printer. Monitor alerts using HP tools and take appropriate actions to resolve issues or facilitate repair calls. Provides the customer with overview of installation or repair activity. Resolve customer complaints and concerns with strong verbal and negotiations skills. Display courtesy and strong interpersonal skills with all customer interactions. Build and maintain successful relationships with service providers, dealers and consumers.

MPP / Customer Service Lead Associate Jul 2001 to Oct 2011
PRWT / Pitney Bowes White House Station, NJ

Experienced with Xerox 4635 printer for mainframe computer and network printing. Processed and printed reports, over 60,000 w2 forms and over 25,000 monthly checks with limited supervision on various shifts. Processed and distributed over 43,000 packages monthly, internal and external with limited supervision. Interfaced with customers and personnel. Maintained service levels and quality control. Operated Peragon, Comet and SCL systems, UPS WorldShip, FedEx PowerShip2 and DHL EasyShip. Maintain composure and patience in face of difficult customer situations. Informed customers about issue resolution progress. Supported customers having data connectivity issues. Provided thorough support and problem resolution for customers. Provided base level IT support to company personnel.

Completed 2 years of College, Architect Essex County Community College Newark, NJ, Essex
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Provided tier 1/2/3 support in large enterprise and service provider environments. Awarded 5/10yr work recognition. Leadership as acting supervisor, team lead and manager. Teamwork to self supervision basis. Complex reasoning, tackle infrequent issues, handle escalations, and applied logic.

Casanova McCANN Sr. Technical Support Analyst 08/2015 to Current
  • Maintain and manage daily operations of Windows 2008/2012 servers, NAS, Veritas backups, Commvault, Mitel phone systems to Cisco LAN/WAN/WIFI networking infrastructure.
  • Serve as systems administrator to administer, configure and support host of sites/security/distribution groups, bitlocker, filevault, end users and workstations through Active Directory and Casper.
  • Utilize MDT to deploy IPG images across PC platforms for new hires to tech refresh replacements.
  • Support to troubleshoot a mixed array of PC, MAC, VPN, Lync, Email, Printing, A/V and Smart phones of 100+ end users onsite and remotely.
  • Assess, maintain and update all asset hardware inventory tracking, procurement and RMA.
  • Project lead on migration of company website to AWS cloud services to site WAPs upgrades.
OnsiteRIS Enterprise Systems Support (Contract) 04/2015 to 07/2015
  • Administer, configure and support Active Directory, Domain Controller, Exchange, Office 365, Google Apps, Outlook, Lync, Printers, LAN, WAN, WIFI, VPN, POS.
  • Install, configure and support desktops/laptops/mobile devices/specialized system applications/PC images build and deployment utilizing MDT.
  • Serve as systems/email administrator for various clients ranging from Hospitality, Legal, Insurance, Church, Real Estate, Education, Health and Enterprise.
  • Provide remote access support, troubleshooting, end user training and resolution.
Verizon IT Support Engineer 07/2010 to 11/2014
  • Administer, configure and support mix of Avaya VOIP/Active Directory/Domain Controller/GPO/Exchange/Outlook Mail/Printers/LAN/WAN/WIFI/VPN.
  • Install, configure and support desktops/laptops/mobile devices/systems application/PC images build.
  • Provide end user training, work ITS tickets, after hours on call support and escalation.
  • Participate in project/outage bridge calls to facilitate automation processes to resolution.
  • Serve as systems and network administrator for 3 offices consisting 200+ users.
Verizon Network Operations Center (NOC) Analyst 12/2008 to 07/2010
  • Utilize VMware application to monitor the call routing server (Windows 2008) for 10 HSI/FIOS outsource vendor call centers then escalate issues to Call Routing Support (CRS).
  • Provide tier 1, tier 2 support for vendor centers to report outages, troubleshoot, and maintenance issues.
  • Backup systems administrator for internal employees with open Incident Ticketing System (ITS) and even external vendor centers system access to applications based Access Control List (ACL).
  • Responsible to create root cause analysis (RCA) report for all outages and sent out to all levels of operations management.
Verizon Network Support Transport Engineer 12/2003 to 12/2008
  • Ensure network data transport circuit operations through Ciena/Aggregation/Lucent switches utilizing Ciena ON Center Data Manager and HP Openview.
  • Build, configure and test Alcatel/Adtran/Fujitsu DSLAMS utilizing Alcatel Access Manager/FENS and Redback/Juniper ERX routers utilizing NXTT.
  • Internal tier 2 support to field operations/vendors and tier 3 support for management on escalations.
  • Design, program, configure and maintain millions of Permanent Virtual Circuit (PVC) users through vast T1/T3/OC3/OC12/GIGE circuits utilizing BAAIS.
  • Analyze and resolve complex layer 3 DHCP/STATIC/PPPOE IP routing/network congestion issues using ping/trace route/naviscore/wireshark tools.
Lighting Associates Inc. Network Administrator (Freelance) 01/2003 to 03/2003
  • Design, coordinate and implement Windows and Advanced Server 2000 operating system upgrade for small office with 10 users.
  • Build, administer, configure and setup Active Directory/Domain Controller/DHCP/DNS/FTP/IIS.
  • Provide end user training, troubleshooting, hardware to software support and PC networking.
  • Maintain, monitor and optimize LAN/WAN/Linksys Router/Windows Server/Netgear switch for high performance operation during peak load time.
PricewaterhouseCoopers Technical Specialist 08/2000 to 09/2002
  • Utilize Norton ghost application to build, configure, and install multiple PC images on laptops/desktops/servers for 5 departments in mass synchronization, resulting in delivery to less than 4 hours.
  • Responsible for laptops/desktops hardware repairs and work with vendors on Return Merchandise Authorization (RMA) for defective replacement.
  • Provide tier 1, tier 2 support and tier 3 executive support ranging from operating system/email/application/networking/printing for 500+ internal clients.
  • Collaborate with peers on Windows 2000 migration project for 3 departments and utilize Systems Management Server (SMS) for 250+ internal clients.
  • Backup network administrator to log, configure, and maintain LAN/WAN/Windows NT Servers/Netapp Storage/Cisco Catalyst Switches/Cisco Routers/Nokia Checkpoint.
Technical Skills
  • Operating Systems: Windows 98, NT, XP, 7, 8, 10, 2000 Advanced Server, 2003/2008 Server, 2012 Server R2, Lync Server 2013, Mac OSX 10.4-10.8, UNIX, Redhat LINUX, Cisco IOS, Juniper OS, Apple IOS, Android
  • Software: Google Apps, MS Office 2007/2010/2013/2016/365, MS Exchange 2007/2010/2013/365, Lotus Notes 4.5/5, MS Outlook/Outlook Express, MacMail, Visio, Acronis, Norton Ghost, Norton AV, McAfee AV, GoToAssist, TeamViewer, Wireshark, Kaseya, VNC, Lync, Skype for Business, CCC
  • Hardware: Dell Latitude/OptiPlex/T series, HP Pavilion/ZXXX/Elitebook/ZBook, Compaq Armada/EVO, IBM Thinkpad/Lenovo, Mac Powerbook/iMac/Air, Lexmark, Brother, Cisco 2600/3600, Cisco Catalyst 2900/3500, Cisco ASA, Fortinet Fortigate, Sonicwall TZ/PRO, Juniper NS/ERX/SRX, Alcatel UDLP 7300, Ciena DN 7100, Lucent CBX 500, Adtran TA 1124, Adtran TA 5000, Fujitsu Speedport, Riverbed, Apple iPhone/iPad, Samsung Galaxy, POS, NCR, SICOM, Dlink, Trendnet, DTT, NAS
  • Applications: Alcatel-Lucent Access Manager, Adtran EMS, Ciena ON Center Data Manager, NXTT, BAAIS, AAIS, HP Openview, Vrepair, Assia, Avaya One x, VMware, Citrix, Vantive, Remedy, Active Directory, Domain Controller, GPO, FTP, IIS, HTML, PHP, MySQL, SQL, Sharepoint, VBscript, Hyper V, Solarwinds, SMS, SCCM, Connectwise CRM, LANdesk, CASPER, MDT
Bachelor of Business: Management Information Systems 1999 University of Houston, Houston, TX, USA
  • Cisco Certified Entry Networking Technician (CCENT) 2014
  • Cisco Certified Network Associate (CCNA) 2014
  • Microsoft Certified Professional (MCP)
  • CompTIA (A+)
This resume is created in 7 minutes.
Professional Summary
Call Center Representative with expertise providing customer support in high call volume environments. Exceptional computer aptitude and telephone etiquette. Business support advanced routing and static NAT.
Work History
Manager, 07/2001 to 10/2008
Buzzi's Pizza Rochester, PA
  • Managed Schedules, Cooked Pizza, Customer Relations, Also Helped with Projects for.
  • Owners as needed.

Customer Service Executive, 10/2011 to 08/2015
Verizon Pittsburgh, PA

Escalation Team - Supervisor Takeovers assist customers with high priority issues.

Project Lead - Trained employees on customer service, with focus on tone and delivery.

Raising the overall center rating for customer service.

Project Assist -Culture Club - raising our internal culture gaining employee engagement for various company events.

Technical Support Analyst,
Helpdesk, 07/2016 to 11/2016
Continuum Cranberry PA
  • Installed software, modified and repaired hardware and resolved technical issues.
  • Managed call flow and responded to technical support needs of customers.
  • Demonstrated professionalism and courtesy with customers at all times.
  • Identified and solved technical issues with a variety of diagnostic tools.
  • Followed up with clients to ensure optimal customer satisfaction.

Associate of Science: Information Technology Network Administration, 2010
Pittsburgh Technical Institute - Oakdale, PA