Analyst, Technical Support Resume Samples

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N Bosco
675 Bogisich Harbors
+1 (555) 706 3634
675 Bogisich Harbors
p +1 (555) 706 3634
Experience Experience
12/2015 present
Detroit, MI
Technical Support Engineer / Analyst
Detroit, MI
Technical Support Engineer / Analyst
12/2015 present
Detroit, MI
Technical Support Engineer / Analyst
12/2015 present
  • Provide technical support for Workforce Integration Manager and Workforce Connect
  • Deliver and manage ongoing support services on Kronos’ Workforce Integration Manager and Workforce Connect Products
  • Provide technical expertise to conduct specific performance or functional tests associated with resolving performance issues regarding Kronos applications
  • Create and conduct training and/or knowledge sharing sessions to enhance team performance
  • Expericnce with Workforce Application, WFSO, Activities, or Leave and Attendance a plus
  • Take ownership of and effectively troubleshoot and manage high-visibility, escalated customer issues
  • Work well in a fast paced time sensitive environment
05/2009 09/2015
New York, NY
Assoc Technical Support Analyst
New York, NY
Assoc Technical Support Analyst
05/2009 09/2015
New York, NY
Assoc Technical Support Analyst
05/2009 09/2015
  • Provides 2nd level support on all workstation related issues
  • Setup and install new workstations, loaners and other workstation related equipment
  • Performs other duties as assigned
  • Networking connectivity
  • Provide software installation, training and distribution for new laptops
  • Perform other duties as assigned
  • Provide end-user training
12/2004 11/2008
Los Angeles, CA
Analyst, Technical Support
Los Angeles, CA
Analyst, Technical Support
12/2004 11/2008
Los Angeles, CA
Analyst, Technical Support
12/2004 11/2008
  • Understand ITIL Process like incidents Management, Problem Management, Event Management, Change Management and Service Desk Operation
  • Performs advanced-level network diagnostics to identify and resolve network configuration issues
  • Provides in-depth analysis of technical support data to improve efficiency, productivity, and customer satisfaction
  • Performs weekly and monthly reports describing, in-depth, the plans for continued support of new product or lifecycle processes or technology improvements
  • Provides input into national process enhancement initiatives as well as metric and performance initiatives
  • Provides in-depth analysis of technical support data to improve
  • Provide support for mobile devices, printers, a/v and conferencing, software & hardware issues
Education Education
Bachelor’s Degree in Computer Science
Bachelor’s Degree in Computer Science
Northern Illinois University
Bachelor’s Degree in Computer Science
Skills Skills
  • Well-organized, detail-oriented, and able to handle a fast-paced work environment
  • Ability to ensure a high level of service and quality is maintained
  • Intermediate level knowledge of PC software applications and strong understanding of PC operating systems
  • Strong computer skills including proficiency with Microsoft Word, Excel, PowerPoint, Access, Outlook, and web-browsers
  • Excellent written communication and verbal communication skills
  • Ability to complete multiple duties with accuracy shifting from one to another with frequent interruptions and competing deadlines
  • Ability to work independently and prioritize duties with minimal supervision, in order to meet deadlines
  • Excellent customer service orientation
  • Experience with a phone support and helpdesk environment
  • Willingness to learn
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15 Analyst, Technical Support resume templates


Technical Support Analyst, Tier Resume Examples & Samples

  • Experience working with a Microsoft-networked computer environment
  • Experience working with a Macintosh a plus
  • Excellent phone and e-mail etiquette and customer service skills

Technical Support Analyst Based Resume Examples & Samples

  • Performs case management functions as required to keep cases up to date and accurate
  • Provides timely response to customer escalations with appropriate notification to all required EC staff
  • Must speak fluent Finnish and English
  • Excellent knowledge of server hardware (including SCSI, RAID and I/O topology); A+ certification desired
  • Working knowledge of storage hardware (including clustering, etc.)
  • Working knowledge of networking (including WAN topology, mixed LAN/WAN operating system environments, DNS/WINS/DHCP, firewall solutions and network load balancing)
  • Knowledge of current Server Operating systems (Windows, Linux, Esx, Etc.)
  • Basic working knowledge of systems management software

Italy Prosupport Server Technical Support Analyst Resume Examples & Samples

  • Providing phone/email/chat and remote diagnostic technical support of servers, blades and various software applications
  • Applying diagnostic techniques to identify problems, investigating causes and recommending solutions to correct failures
  • Actively supporting the customer during the escalation process in all aspects through to problem resolution
  • Providing basic remote deployment, maintenance and consulting services
  • Verifying warranty entitlement and determining appropriate action
  • Championing a customer-focused service delivery
  • Driving case ownership and management for first time fix on all service calls
  • Driving and sustaining improvements in customer satisfaction and all quality metrics
  • Excellent knowledge of server hardware (namely SCSI, ISCSI, RAID, switches)
  • Knowledge of VMware/virtualization
  • Knowledge of Backup software
  • Industry certifications (MCSA, VCP, CCNA, RHCSA or higher) or confirmed equivalent knowledge is appreciated

Trading Solutions Technical Tradedesk Support Analyst Resume Examples & Samples

  • Order Management/Trading Systems/Trade work flow experience (Buyside or Sellside)
  • OTC Market Knowledge in Fixed Income or Equity or FX space
  • Understanding of middle-office / back-office workflow
  • An understanding of the role of Prime Brokers and Fund Administrators
  • Strong and proven customer service / client facing skills
  • Effective Communication/Relationship Management Skills
  • Ability to Network with senior level staff
  • Enjoys working as part of a team (willingly shares knowledge)
  • Ideally from a Computer Science background
  • Straight through processing (STP) exposure within the financial environment
  • Financial Post Trade Data Feeds (Trade Capture / Position / Trade Feeds)
  • Data Transformation via XML / XSLT's
  • Data Delivery via IBM MQ / Troubleshooting MQ's
  • XML & FIX messaging
  • Swift Messaging

Technical Support Service Desk Analyst Resume Examples & Samples

  • Basic knowledge in English customer service
  • At least 6 months experience in Flexible schedules
  • At least 6 months experience in Operating Systems (e.g. Current Windows OS, Mac OS and Linux OS)
  • At least 6 months experience in navigating and configuring the OS

Technical Support Analyst, Cable Resume Examples & Samples

  • Minimum of 5 years experience providing direct end-user support for a Fortune 500 company in a Microsoft Windows XP / 7 and Macintosh environment
  • MCP certification for Windows XP /7, A+ certification or demonstrated technical competency equivalent. MCITP certification a plus
  • Demonstrate strong MS office, Citrix, Microsoft applications support competency
  • Demonstrate strong understanding of infrastructure technologies such as servers, storage, network, active directory
  • Ability to work flexible hours and tight deadlines
  • Outstanding analytical/troubleshooting skills
  • Professional attitude in all interactions
  • Able to analyze user reported issues and provide solutions using the most appropriate tools and processes quickly and effectively
  • Ability to work on a mission critical environment
  • Television Broadcast Experience

Command Center Technical Support Analyst Resume Examples & Samples

  • Facilitate meetings with critical personnel to develop structures and controls to protect from potential risks
  • Host and facilitate leadership meetings with SMT and GCC staff
  • Leads the CTI exposure management process, performs critical systems oversight, documentation management and reporting, and inter-departmental support of MCA activities as required
  • Facilitating the creation and oversight/reporting of critical controls identified via Monitoring and reporting of correction actions
  • Register domain names and sub-domain names; Transfer, purchase, sell or retire domain names
  • Managing Citi’s domain profiles, assuring correct information is published internally and externally
  • Work with legal and regulatory teams on actions pertaining to domains and sub-domains
  • Supplier management activities as required to properly support the firm
  • Works closely with Command Center Leadership team to assist for any additional support needed within the Command Center to ensure goals are met
  • Ensure a high level of communication is kept among the various channels within the Command Center
  • Single Point of failure process execution and management
  • Development and implementation of expanded metrics to monitor operational resilience and readiness including the development of KPIs and KRIs

Assoc Technical Support Analyst Resume Examples & Samples

  • A college degree or its equivalency is preferred
  • The job requires 0-2 year’s related experience in computer technology and/or project management
  • Focuses on customer satisfaction as critical goal; regularly seeks input and feedback
  • An overview understanding of Mainframe, mid-tier, and PC/LAN connectivity, and operating network environments

Assoc Technical Support Analyst Resume Examples & Samples

  • Provides 2nd level support on all workstation related issues
  • Analyze customer problems and formulates plans to obtain resolution
  • Provide deskside support on helpdesk escalated issues
  • Hardware/Software installation and configuration
  • Good knowledge and troubleshooting of Windows 7, XP, MAC and MS Office and Outlook
  • Microsoft Software troubleshooting
  • A+ Certification, Microsoft Certified - MCP, MSDC preferred
  • College degree highly desired
  • Ability to schedule and prioritize
  • Results-oriented/self-motivated
  • Inquisitive

Ddelivery Technical Support Analyst Resume Examples & Samples

  • Provide technical oversight across systems and applications
  • Leverage skills across multiple technology infrastructure areas
  • Reviews and analyzes proposed technical solutions for projects
  • Demonstrates an in-depth understanding of how technology infrastructure integrates within the overall technology function to achieve objective
  • Applies in-depth understanding of concepts and procedures within own area and basic knowledge of other areas to resolve issues that have impact beyond own area and basic knowledge of other areas to resolve issues that have impact beyond own area
  • Perform and administer all technical Support administrative functions for Content Management OnDemand, CA-Deliver/CA-View, Web View and CA-WebViewer on global databases on a 24 x 7 basis
  • Perform administrative and documentation functions for REVEAL and Controlled Disbursements CD encryption password process
  • Oversight of COB for CD-ROM creation process for Controlled Disbursements for image and statement creations
  • COB and change management weekend support for any COB drill/test and other disaster recovery incidents including management of change activities during the weekend
  • Support globalization efforts across multiple regions including NAM, EMEA, ASPAC and LATAM
  • Identify areas for improvement and initiate steps to improve on these areas through automation
  • Perform department metrics analysis, develop and coordinate implementation of improved reporting as needed to effectively identify performance trends
  • Formulate logical statements of business and recommend the most efficient and cost-effective solution for systems design
  • Ensure preventive maintenance is performed on all hardware
  • Constantly review documentation and suggest improvements or more efficient way to carry out documentation activity
  • Interface with the technology managers, users and other external parties for validation of business requirements, functional specifications and other project/support deliverables
  • Ensure program deliverables have charter built, sponsor approval meet timelines and budget
  • Coordinate management technology decisions with responsibility for issue, change and risk controls
  • Ensure compliance to Citigroup Technology Management Policies (CITMP) and standards
  • Previous experience working in Command Center Operations environment
  • Working knowledge of enterprise and/or infrastructure monitoring tools
  • Demonstrate the ability to multi-task effectively
  • Ability to support and/or lead initiatives in a 24 x 7 Global Technology Organization
  • Strong communication and presentation skills (both written and verbal)
  • Bi-Lingual (Spanish, Portuguese, etc…) capabilities a plus
  • Demonstrate the ability to make sound decisions in a timely manner
  • Previous experience supporting initiatives and/or projects in a Command Center environment
  • Flexible working hours to support initiatives in multiple time zones
  • Ability to prioritize work in order to meet target delivery dates
  • Strong influential skills
  • Proficient using Microsoft Office Products: PowerPoint, Project, Excel, Word, etc…
  • Experience using SharePoint
  • Able to present clear and concise status updates (verbal and written) for on-going initiatives to Senior Management Experience
  • 1-2 years operational and technical experience working in Information Technology
  • 1-2 years previous experience supporting workload integration efforts in a large scale multi-platform technology environment
  • Bachelor’s degree or equivalent job experience
  • PMP certification highly preferred
  • Customer service skills; interface with management on all levels; proven program management skills; in-depth understanding of how work is coordinated across global areas or job families; strong communication, presentation, and diplomacy skills are required; college degree or five (5) years experience in a technology environment
  • Ability to adapt to change and execute independently to meet Execution 2.0 model

ECM L Technical Support Analyst Resume Examples & Samples

  • At least 1 year experience in Troubleshooting skills
  • At least 1 year experience in WebSphere Application Server
  • At least 1 year experience in Oracle / DB2
  • At least 1 year experience in Java
  • At least 1 year experience in Windows/AIX/Linux/UNIX

Technical Analyst, Local Support Resume Examples & Samples

  • Ensures 24 hours continuous operations of RBC systems located in London, Luxembourg and other subsidiaries if applicable
  • Performs Local IT daily activities accurately and timely
  • Developing and maintaining procedures and user guides
  • Ensure appropriate communication to users on any issue arise
  • Communicate and follow up regularly with the service providers whether internally or externally on any issues arise
  • Act as facilitator for Access Management for BIL and PINE domains
  • Maintain up to date the lists of users having access to each application
  • Part of DRP team member to support BCP requirement in the organization
  • Ensure daily activities performed in accordance with RBC compliance and Audit guidelines
  • Keep records of all IT assets (receiving, faulty, repairing, relocate)
  • Document the security procedures as well as competency rules describing the standards of the company
  • Create or maintain proper documentation on the technical installations of the company
  • Participate into the resolution and follow up of any items identified by the Audit
  • Ensure the production environment (PCs, Network, Printers, Copier, Faxes and VC) area always up and running
  • Troubleshooting system and network problems and diagnosing and solving hardware/software faults
  • Ensure all issue resolution documented for future internal use
  • Will work on multiple assignments at any one time
  • Ad-hoc projects are assigned on an annual basis as part of the individual objectives
  • Assist the Senior Technical Analyst in any technical and project matters
  • Taking over Senior Technical Analyst role if Senior Technical Analyst not available
  • Desktop, MS Windows, Citrix, Printers, telephony management and MS Office applications
  • First level network management
  • First level Active Directory
  • Basic knowledge of the investment fund business
  • Experience in 1 of the 3 main business areas is highly welcome (Transfer Agent, Fund Administration, and Custody). This will help during issue troubleshooting process

Tier Technical Routing Support Analyst Resume Examples & Samples

  • Act as a Major Incident Manager facilitating major incident service restoration with the Service Team, Customer Support and partners (internal and external) to meet/exceed operational/business SLAs and OLAs
  • Provide leadership and drive key decisions during major incident resolution conferences, which includes making business decisions and providing major incident resolution leadership during bridge calls
  • Coordinate completion of planned maintenance activities (upgrade and configuration changes) so that they occur with no impact to the stability and performance of the services
  • Coordinate, lead, and maintain accountability for Major Incident Operations scope for all audits and relevant pre-work
  • Work with process owners to ensure that processes are adapted, implemented, and adhered to support regulatory requirements
  • Develop support documents, training material and other resources to help technicians with their knowledge and comfort level of new products and services in the subject area
  • Continually strive to identify opportunities to improve Major Incident Operational Excellence
  • Minimum of 2+ years of proven experience leading major incident resolution conferences in complex, global environments
  • Previous experience supporting complex Supply Chain systems/operations
  • Proven technical understanding of Microsoft software, e.g. SQL, BizTalk, SharePoint, and IT systems
  • Strong, proven, and broad (not necessarily deep) technical background with a focus on Operational tooling (e.g. monitoring, incident management tools, etc)
  • Understanding of software project life cycle and deployment methodologies
  • Demonstrated process improvements skills, cross group collaboration, presentation and communication skills
  • Ability to communicate at all levels and work with various teams in a matrix model
  • Excellent problem solving, negotiation, and decision making skills in a dynamic, fast-paced environment
  • Demonstrated ability to drive clear and consistent messages to peers, subordinates and senior management via strong communication and interpersonal skills
  • Must be great at working with and leading people
  • Must be able to convince technologists of the importance of IT operations
  • ITIL/MOF/ISO 20000 Service Manager certification
  • ITIL Master Certification - Support Operations
  • Microsoft Certified Systems Administrator (MCSA) certification (suggested)

Mac Technical Support Analyst Resume Examples & Samples

  • Effective time management and organisational skills
  • Excellent communication skills with the ability to explain complex information in a simple, nontechnical way
  • Clear confident telephone manner
  • The ability to listen and assimilate information
  • Ability to work on multiple concurrent work streams
  • Able to adapt to new ideas with creative problem solving skills

Technical Support Solutions Analyst Resume Examples & Samples

  • Consultancy. Provide expert-level support and advice to clients and internal teams on best use of the ExamDeveloper software and Pearson VUE’s test development tools
  • Migrations. Perform analysis and requirements gathering activities, developing processes and scripts to move existing data into test development tools
  • Training. Prepare and deliver on-site and in-person training to clients on test development tools, and advising on best practices
  • Support. Own, troubleshoot and resolve software issues as well as understand, document and promote requirements for future developments
  • Installations. Provide on-site and in-person software installation of test development tools on client systems
  • Demonstrations. Deliver software demonstrations to client prospects, assist with requirements gathering, and other pre-sales technical support
  • Scripting. Basic proficiency in XML, SQL and one of the following: VBA, XSL, HTML/CSS/JS, to improve efficiencies and provide workarounds to issues
  • All employees have a responsibility to co-operate in promoting and maintaining a safe and healthy working environment, and to take reasonable care of their own health and safety at work and that of all other staff that may be affected by their acts or omissions. Line managers have specific responsibility for the health and safety of their direct reports and other team members for which they have general management responsibility
  • All employees are also responsible for supporting and implementing the company’s policies and procedures around the Health and Safety, Security, Quality and Business Continuity arrangements that apply in their role/work function
  • Bachelor’s degree in MIS, Computer Science, Mathematics or other technical field or equivalent technical work experience
  • Strong Customer Service focus including experience meeting and exceeding needs of both internal and external clients
  • Strong, current working knowledge of Pearson VUE products and solutions
  • Advanced understanding of relational database concepts
  • Knowledge of IT and network architecture
  • Outstanding written, verbal and interpersonal communication skills
  • Must possess leadership, problem-solving, time-management, planning and project-management skills
  • Effective problem solving skills and troubleshooting skills

Equities Technical Support Analyst Resume Examples & Samples

  • Provide first and second line support for a suite of applications covering Trading, Risk Management, Pricing, Quoting and Derived Market Data applications
  • Analyse problems, identify solutions and implement process improvements
  • Work closely with Trading, Quants and Developers to assist in driving change
  • Change/Release management
  • On-site support (07:00 - 19:00) on rota basis. Out-of-hours batch monitoring and occasional weekend work will also be required
  • Experience of working in a Front-Office environment
  • Experience of trade booking, pricing and risk management systems within Equity Derivatives business area
  • Excellent communication skills - the ability to interact effectively with both technical and non-technical users
  • Strong analytic and technical problem-solving skills
  • The ability to own issues through to resolution
  • Good knowledge of relational databases - hands-on experience with SQL and Stored Procedures
  • Knowledge of basic scripting (Shell, Python, Java, C# etc)

Analyst, Technical Support Resume Examples & Samples

  • Participates in a host of product introduction/lifecycle coordination meetings. Documents and shares resulting communication with internal operational teams. Assists in budget planning and automation opportunities
  • Performs weekly and monthly reports describing, in-depth, the plans for continued support of new product or lifecycle processes or technology improvements
  • Creates root cause analysis of speed or latency issues affecting customers' online service. Provides in-depth analysis of technical support data to improve efficiency, productivity, and customer satisfaction
  • Provides input into national process enhancement initiatives as well as metric and performance initiatives
  • Builds, maintains, and formats the database for Technical Support-essential information
  • Performs advanced-level network diagnostics to identify and resolve network configuration issues
  • Reviews escalations of operational issues (outages, volume customer trouble ticket issues, etc.) Prioritizes and triages issues through root-cause analysis testing and recommends solutions

Unix SQL-technical Support Analyst Resume Examples & Samples

  • Provide Level 1 & 2 support to internal business teams
  • Prioritize workload, provide timely and accurate resolutions
  • Perform in-depth research and identify sources of production issues
  • Effectively perform root cause analysis of issue and report the outcome to the manager
  • Ensure application availability to the client with minimum downtime
  • Bachelors degree in computer science or equivalent
  • 4 – 6 years experience in UNIX, SQL, ETL, Informatica, Java, Oracle, Sybase and scripting skills
  • Strong team player within a global organization
  • Demonstrate sound analytical and diagnostic skills dealing with issues that are not readily defined and/or conflict with available information, ability to reach sound decisions quickly

Technical Support Analyst, Help Desk Resume Examples & Samples

  • Possesses a university degree/college diploma in Business or Computer Science or equivalent
  • 1-3 years Frist level Technical support experience
  • Completion of the appropriate industry accreditation or certification i.e. ITIL, MCP
  • Demonstrated basic knowledge of supported products and platforms
  • Demonstrates knowledge on support for organization and function
  • Displays strong knowledge on the following but not limited to (Windows 2000, Windows XP, Windows NT, Active

CSO Technical Support Analyst Resume Examples & Samples

  • Build and maintain databases in Microsoft Access and QuickBase
  • Manage store data base (master file) and monitor QMC techs to ensure QMC surveys are scheduled within the appropriate time frame. Provide important feedback for QMC providers to be able to manage QMC time and routing in the most cost effective manner
  • Troubleshoot, track, and resolve QMC technician survey errors. Provide performance feedback via monthly QMC technician error reports to QMC providers and McDonald’s customer operations managers
  • Serve as contact person for QMC auditors by providing them with QMC technician schedules and QMC results on a regular basis
  • Assist QMC providers in researching unpaid survey work orders and forward legitimate work orders to invoice operations for payment processing
  • Monitor QMC technicians to ensure surveys are performed as scheduled. Work with QMC providers regarding delinquent surveys and timely transmission of surveys
  • Creates reports needed from multiple operating systems (e.g. KOMOST, AS400, Business Objects)
  • Manages and reports on all labor credits that have been adjusted
  • Creates Microsoft Access and QuickBase databases to support special projects that allow for smooth implantation and reporting
  • Knowledge of Coca-Cola computer systems- e.g. Central Service, AS400, Showcase, Neterprise
  • Proficient ability to multitask
  • Ability to stay focused and self-motivated to complete day-to-day responsibilities

Analyst, Technical Support Resume Examples & Samples

  • Provides in-depth analysis of technical support data to improve efficiency, productivity, and customer satisfaction
  • Participates in product implementation coordination meetings; aggregates and disseminates information for learning across Technical Support centers and field engineering
  • Builds, maintains, and formats the database for Technical Support-essential information created and stored in the national document repository for communication and dissemination
  • Assists in the creation and development of analytical tools, processes, or provisioning system solutions. Performs root-cause analysis, enhances automation, and develops operational metric strategies
  • Advanced proficiency with MS Office Products primarily Excel
  • Using the IF, SUMIF, and ROUND functions
  • Using the PMT function
  • Using the VLOOKUP, MATCH, and INDEX functions
  • Using data tables to project values
  • Validating data
  • Using database functions
  • Creating, rearranging, and formatting PivotTables
  • Creating PivotCharts
  • Importing data from and exporting data to text files
  • Importing and exporting XML data Using Microsoft Query and Web query Using Goal Seek and Solver
  • Installing and using the Analysis ToolPak
  • Creating scenarios and views Running and recording macros Editing VBA modules
  • Creating custom functions
  • Applying conditional formatting to represent data graphically
  • Inserting and modifying SmartArt graphics
  • Experience with Structured Query Language (SQL) a plus

Technical Support Analyst, Senior Resume Examples & Samples

  • Efficiently troubleshoot and resolve complex problems in a highly technical environment. Customer issues may be related to database performance, code defects, application configuration, networking, platform, hardware configuration, etc
  • Must be able to manage time and prioritize an individual open case queue
  • Thoroughly document all research and communications utilizing a case tracking system
  • Regularly update customers on ongoing troubleshooting and resolution efforts
  • Document and report application defects to Development teams
  • Develop and maintain effective relationships with Development teams and customers
  • Participates in technical training programs and self-directed learning; stays informed of new technology
  • Assists with process improvements
  • Coaches/mentors others
  • Three years of strong technical and troubleshooting experience, including the ability to work under pressure and “think outside the box,” diagnose log files, simulate problems, etc
  • Familiarity with databases and their utilization
  • Knowledge creating/running SQL queries
  • Working knowledge of Microsoft Word and Excel
  • Five years of related technical support experience
  • Experience interpreting source code. Programming skills not required, but would be beneficial
  • Experience implementing and supporting payments solutions in a banking or retail environment highly desired

Senior GCC Technical Support Analyst Resume Examples & Samples

  • Execution of duties in such a fashion as to deliver accurate and precise information so that risk to both the customer and the CME Group is minimized. Primary duties would pertain to the support and troubleshooting of: connectivity, FIX protocol, market data, trading engine functionality, performance issues, along with developing and improving existing monitoring and data analysis tools
  • Managing customer interactions to deliver excellent service on a consistent basis regardless of type of interaction or level of complexity in timely, accurate & professional manner
  • Identifying and quantifying potential areas of improvement in both application and platform as well as customer experience. The ability to work across functional groups to improve and resolve any such issues
  • 3-5 years supporting customer facing applications L1/L2 in a production environment with proven customer service skills
  • 3+ years of Linux/Unix command-line experience
  • 3-5 years of technical support in a production environment or application development experience
  • 3-5 years Futures and Options industry experience is preferred
  • Understanding of how systems/components work together (i.e. OS, applications, network, database)
  • Java and middleware technology knowledge
  • Proficiency in all MS Suite application
  • Hadoop knowledge a plus

Technical Support Analyst, Senior Resume Examples & Samples

  • Strong working understanding of web applications
  • Requirements gathering/analysis skills
  • Experience working directly with customers
  • Language experience desired is C#, ASP.NET, Java Script and jQuery
  • Knowledge of .NET and SQL Server, IIS, web development
  • Strong knowledge of networks including VPN’s, VM servers, load-balancing and terminal services is required
  • Excellent organizational, time management, problem solving and decision-making skills
  • Ability to perform successfully in a high-pressure, fast-pace working environment
  • Ability to work independently with little direction
  • Careful attention to detail in all aspects of the job
  • Strong communications skills. This position requires extensive interaction on the phone and by e-mail with our clients, third-party vendors, and other employees
  • Knowledge of C#, ASP .NET
  • Proficiency with software development tools like the following: Microsoft Visual Studio, Microsoft Visual Source Safe, Araxis Merge (or another text file comparison tool), Microsoft SQL Enterprise Manager and Query Analyzer
  • Experience delivering high volume, mission critical web sites such as Online Banking
  • Previous experience conducting training sessions in varied formats
  • Familiar with Credit Union host data systems such as Symitar, OSI, and Summit
  • Previous work experience with the banking and financial industry as it relates to Internet home banking applications is a plus
  • Percentage/frequency of travel

German Technical Support Analyst Resume Examples & Samples

  • First point of contact for various provisioning/registration systems, training system sales portals, etc. account support including registration and access assistance
  • Troubleshoots users' access issues by having comprehensive practical and theoretical understanding of the applications
  • Supports sales team by developing and maintaining positive customer relations with clients/customers, which can substantially affect service and/ or product revenue(s)
  • Reports and escalates issues through appropriate channels, effectively communicating information with the applicable team(s) to ensure constant improvement of processes and support
  • Typical issues include login ID retrieval, account update, content feedback, FAQ related questions, providing registration instructions, escalating technical issues to IS&T, forwards to appropriate department, mass account updates, and more
  • Consistently provides prompt, reliable, and accurate information to users. Identify opportunities for improvement to support process
  • Participate in projects and testing efforts related to support
  • Candidates should have previous experience in user system support including outstanding communication skills, strong work ethic, great attention to detail, and exceptional customer focus
  • Prior experience in a production application support role troubleshooting, analysing and providing root cause analysis
  • Using an IT service management system for tracking technical support cases
  • Experience using a user support tool that allows for two way email communication with users, categorisation of issues, managing a queue, reallocating tickets etc
  • Fluent in written and spoken English for business
  • Fluent (written and spoken) in French OR German
  • A passion for providing customer service
  • Excellent written and verbal communication skills to ensure quality of product and service on a regular basis as candidate will communicate with the customers (internal & external)
  • Strong organisation and time management skills
  • Proven competence in owning tasks, follow through, sharing information, and contributing to a collaborative environment
  • Proven ability to work independently, efficiently exercising good judgement under deadline(s)
  • Strong conceptual and process-focused thinking abilities
  • Must be flexible and willing to work weekends, some holidays and rotating on-call schedule

M HIS Technical Support Analyst Resume Examples & Samples

  • Analyze and recommend alternative solutions to meet customer needs
  • Required to provide after-hours on-call support as necessary
  • Train existing staff on pertinent issues relating to OS, Citrix, Networking, etc where necessary
  • Associate’s Degree or higher from an accredited university
  • Two (2) year technical degree or higher from an accredited institution OR minimum of two (2) years of computer systems technical experience in lieu of the education requirement
  • One or more (1+) years of experience with IIS, Windows Server OS, Windows 7, Citrix/TS, VM
  • Must be able to work independently as well as part of team
  • Technical Certifications
  • Minimum of one or more (1+) years of SQL database experience
  • Minimum of one or more (1+) years of LINUX/UNIX OS experience
  • Experience with troubleshooting hardware

Analyst, Technical Support Resume Examples & Samples

  • Intermediate level knowledge of PC software applications and strong understanding of PC operating systems
  • Well-organized, detail-oriented, and able to handle a fast-paced work environment
  • Ability to complete multiple duties with accuracy shifting from one to another with frequent interruptions and competing deadlines

Afit Technical Support / Research Analyst Resume Examples & Samples

  • Guiding technical teams through applied research projects
  • Teaching graduate level courses
  • Participating in technical committees and peer-reviewing journals, technical documents, and conferences
  • Participating as a committee member for thesis research
  • Developing and document research to include tools, documentation, research summaries, and presentations
  • Developing decision support software tools and dashboards for research
  • Developing software to implement mathematical models to be transferred from graduate research proof-of-principle implementations to production implementations useable by Air Force operational customers
  • Providing technical writing assistance for research document preparation and submission
  • Assisting with program management of research program
  • Support the completion of technical reports, research summaries to include (annual reports and ad-hoc requests of faculty to report research conducted for specific sponsors)
  • Develop and provide outreach material related to the organizationally funded research

Afit Technical Support / Program Analyst Resume Examples & Samples

  • Provide technical support as required
  • Providing networking and system administrator support
  • Providing standard computer systems, application, software, and operating system support
  • Providing help desk support; ensuring problem tickets get serviced efficiently and effectively
  • Developing and maintaining and updating SharePoint sites and a general website
  • Managing and accounting for and assisting in issuing and turn-in of computer hardware
  • Managing, organizing and tracking software in accordance with Air Force and AFIT regulations
  • Managing software requirements associated with research operations at AFIT
  • Coordinate on all software acquisitions and assist with purchase documentation
  • Send user agreements and software CDs as requested to DOD agencies and approved industry partners
  • Managing and operating VTC equipment
  • Resolving compatibility problems in transferring text and/or data from one software packages
  • Developing tracking databases to establish, and update current office procedures and records for tracking of projects, special events, and research reviews, including items such as budgets, schedules, personnel, publications, equipment purchases, and sponsors

Mainframe Technical Support Analyst Resume Examples & Samples

  • Perform daily system health checks
  • Monitor mainframe environment and all its subsystems
  • Perform basic storage administration and maintenance tasks
  • O o Allocate DASD Space
  • Two to five years of relevant work experience
  • Microsoft Office and ability to adapt to ESI proprietary systems
  • Ability to adapt in a dynamic work environment, learn quickly, solve problems and make decisions with minimal supervision
  • Excellent verbal and written communication/presentation skills
  • Demonstrated ability to coordinate people and teams cross functionally to resolve complex issues with designated time frames

Service Technical Analyst Computer Operations Support Resume Examples & Samples

  • Provide first level technical support to the warfighter and perform initial troubleshooting of all local C2BMC hardware, software and networks
  • Document and report all events/issues to the C2BMC Watch Officers (CWO) and receive tasking and direction from the CCC for all operations, test & real world events
  • Assist in all hardware/software installations as directed by the local SMEs and create and maintain user accounts as directed by the local ISSO
  • Perform all keymat updates/crypto loads to all PACOM C2BMC COMSEC devices and perform physical inventory as needed
  • Perform other related duties and assignments as required
  • Troubleshoot hardware and software components
  • Proficient in Microsoft Word and Excel

Assoc Technical Support Analyst Resume Examples & Samples

  • Researches and resolves ACI customer reported issues via phone, email and SalesForce ticket management system on ReD Shield software
  • Gather data, tests and replicates problems
  • May install application and troubleshoot failure of installations
  • Reports design, reliability and maintenance problems or bugs to design teams and application development
  • 2 – 4 years of related technical support experience
  • Bachelor’s Degree in Computer Science, Management of Information Systems or a related technical degree
  • Experience with general networking concepts
  • Experience with Unix and Linux operating systems
  • General knowledge of Java, C# or C++ programming languages

Technical Support Engineer / Analyst Resume Examples & Samples

  • Experience supporting or using Kronos products, in Windows and /or UNIX environments
  • Database experience with MS SQL and Oracle platforms, and the ability to configure database servers to support Kronos installations, including creating required table spaces, security, and performance tuning parameters
  • Experience and demonstrated ability in conflict resolution and customer service techniques

Service Technical Analyst Computer Operations Support Resume Examples & Samples

  • Experience in system and/or network administration (Linux & Cisco)
  • Troubleshooting complex hardware/software systems
  • Operations and maintenance of large-scale computer and communications systems/networking environments
  • A least 3 years course work or experience in Windows or UNIX computer applications

Medicare Enrollment Technical Support Analyst Resume Examples & Samples

  • Perform in-depth research and creative problem analysis and execute advanced troubleshooting procedures to resolve complex issues
  • Proactively identify and address issues
  • Review, write, and analyze SQL/PLSQL query statements
  • Identify areas for improving system and/or network performance
  • Analyze and interpret application logs and/or traces for multiple products and/or architecture components to assist in the identification of problems
  • Serve as a resource and point of escalation for complex issues or situations and may act in a project leadership capacity for smaller-scaled projects
  • Work collaboratively with customers and/or developers through problem resolution
  • Coach less experienced analysts in product competencies
  • 3+ years of related work experience in technical support or application support
  • Strong customer support experience required
  • Ability to write PL/SQL and SQL scripts from scratch using SQL Developer
  • Experience with healthcare and enrollment, including CMS and Medicare
  • Prior experience with MarketProminence helpful

Trader Support Analyst Technical Support Resume Examples & Samples

  • End user support for all desktop, mobile device and network related issues within a large network, including hardware, OS, standard and proprietary software and printers
  • Technical support to remote users connecting to the corporate network via Citrix or VPN
  • Organization, coordination and execution of user and equipment moves. Must have the ability to lift and carry 30+ lbs
  • Preparation, delivery and installation of new equipment
  • Documentation of work performed through a ticketing tracking system and mobile device app (smartphone required)
  • Working closely with other team members and other teams to resolve technical issues
  • Working closely with end users to provide timely, workable solutions to technical problems
  • Escalating and communicating any issues that need management attention and problems that impact many clients
  • Must work a flex schedule, including all holidays and be a part of the on-call duty rotation
  • Windows 7
  • Windows 10
  • PC and printer hardware
  • Personal Mobile Device (iPhone & Android) Active Sync support
  • Microsoft Office 2007 and 2010
  • Remote access, including Remote Desktop Connection, Citrix and VPN
  • Active Directory/Group Policy
  • TCP/IP
  • Trading Applications, including Reuters, ICE and Bloomberg
  • The ability to work quickly and efficiently, including prioritization as needed
  • Troubleshooting all aspects of Windows 7, Microsoft Office, Internet Explorer and proprietary software
  • Excellent customer service skills and focus
  • Ability to troubleshoot all aspects of network connectivity
  • Ability to work independently with minimal supervision
  • Ability to work as part of a cohesive, highly skilled and motivated team

Tape Product Technical Support Analyst Resume Examples & Samples

  • Tape libraries and tape drives from StorageTek/Sun, IBM, HP, Quantum, ADIC, etc
  • Fibre Channel HBAs and drivers
  • SAN switches and FC-SCSI bridges/routers
  • Operating Systems (Linux, Solaris,HPUX, AIX, etc.)
  • Excellent verbal and written English Language communication skills
  • Ability to successfully handle difficult situations
  • Excellent interpersonal skills, customer focus and good organizational skills

Tape Product Technical Support Analyst Spanish Resume Examples & Samples

  • Technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics
  • One year prior working experience with Oracle hardware products (or at least two years of relevant technical experience)
  • Transport technologies such as Fibre Channel, SCSI, ESCON, FICON, SAS (Serial Attached SCSI)
  • Virtual tape technologies such as Oracle's VTL, VSM, or other mainframe virtual tape ie. IBM
  • Excellent verbal and written English & Spanish Language communication skills
  • Strong problem solving and trouble shooting skills

St Technical Support Analyst, IP Telephony Resume Examples & Samples

  • LAN and WAN data networking architectures and routing protocols
  • IP Telephony products from vendors, such as Cisco, Juniper, Ericsson, ALU, ACME, Oracle, or Tekelec
  • VoIP testing and troubleshooting
  • Quality of Service, including IP QoS, End to End QoS, MPLS, and DiffServ

Technical Support Analyst / Associate Resume Examples & Samples

  • Researches and resolves ACI customer reported issues via phone, email and SalesForce ticket management system on ReD and PAY.ON applications
  • Consults with and coordinates the efforts of more senior level technical resources to resolve customer issues and questions in a timely basis
  • Ability to participate in an on call rotation as needed
  • 5+ years of related technical support experience
  • Degrees in Computer Science, Management of Information Systems or a related technical degree highly preferred
  • Experience with SQL, specifically TSQL
  • Technical certifications highly preferred
  • Payments or Financial Industry experience

Technical Support Analyst, Senior Resume Examples & Samples

  • 3 + years of experience with setting up communication equipment and supporting communication equipment for deployable C2 programs, including DJC2 or other deployable C2 programs of a similar level of scope
  • 3 + years of experience with managing IP over SATCOM using iDirect or equivalent FN-TDMA hubs, voice over Internet (VOIP) gateways, call managers, performance enhancing proxies (PEP), and telephony systems
  • Ability to submit SAR/GARs, SAA/GAAs, and plans for mission, exercise, and contingency planning for communication equipment
  • Ability to maintain competency in the operation of items, systems, software suites, networks, and processes that comprise the DJC2 environment
  • Ability to communicate with peers and clients effectively
  • Possession of excellent oral and written communication skills
  • BA or BS degree in an IT field

Desktop Technical Support Analyst Resume Examples & Samples

  • Support and train others to support Itron systems including monitoring, diagnostics, troubleshooting, and repair
  • Help in defining system hardware and software specifications and configurations
  • Design, implement, upgrade, test and troubleshoot systems and applications at Itron and customer locations
  • Define and maintain system standards, reliability and performance requirements for Itron production operations
  • Help to propose and implement system and application enhancements
  • Administer and train others to administer production systems and applications, and document configurations and procedures
  • Work with internal and external customers, vendors and other support technicians to determine and implement adjustments to achieve optimum system performance
  • Document, report, track problems to appropriate vendors or departments. Perform necessary follow up to ensure quick resolution

Technical Support Analyst, Senior Resume Examples & Samples

  • 3+ years of experience with setting up communication equipment and supporting communication equipment for deployable C2 programs, including DJC2 or other deployable C2 programs of a similar level of scope
  • 3+ years of experience with managing IP over SATCOM using iDirect or equivalent FN-TDMA hubs, Voice-Over Internet (VOIP) gateways, call managers, Performance-enhancing Proxies (PEP), and telephony systems
  • Ability to submit SARs, GARs, SAAs, or GAAs and plans for mission, exercise, and contingency planning for communication equipment

Sparc Product Technical Support Analyst Resume Examples & Samples

  • Provide telephone and/or web post-sales SPARC/Solaris support in German and/or Italian and English
  • Facilitate resolution mediating between Oracle Technical Support key resources and the customer in a timely manner
  • When necessary, escalate calls to the appropriate level of support with complete and accurate information
  • Effectively prioritize workload and manage list of outstanding customer queries
  • Act as a technical resource to peers as needed to help resolve customer problems for your area of expertise
  • Understanding of the concepts of technical support including respond to customer issues within deadlines, with great communication skills
  • Sun/Oracle Certified System Administrator, Sun/Oracle Certified Network Administrator, or equivalent certifications will be a plus
  • X86/x64 Servers, Linux administration, Network, Storage, Cluster concepts and troubleshooting knowledge will also be positively evaluated

Technical Support Analyst UK Resume Examples & Samples

  • Accurately log, document and progress customers issues to resolution, maintaining case ownership at all times
  • Work to established SLAs whilst providing regular feedback to customers
  • Providing root cause analysis as required for the customers issues
  • Networking - TCP stack, HTTP, SOAP, Wireshark, NetMon, ODBC, XML
  • VMWare or Hyper-v - Machine installation, monitoring or management
  • Windows Performance Monitoring
  • TextPad or NotePad++ type applications for logfile analysis
  • Scripting - VB, Perl, PowerShell, command line

Technical Support Analyst Ccxm, Vxml Resume Examples & Samples

  • Take ownership for front line service and support to internal and external customers
  • Provide work support and guidance to less senior Customer Support Engineers
  • Working knowledge of main Aspect products and strategy
  • Understanding of PCs, Networks, OS platforms, databases, telephony, software applications
  • VXML, CCXML, SIP, Web services, App Dev, Switching, Speech Recognition and Text to Speech, Experience with Cloud and Hosted Technologies

Senior Analyst Technical Support Resume Examples & Samples

  • Retail/POS store support (remote) -- Software (70%), hardware (30%) support of all Point-of-Sale
  • (POS) software and equipment (including peripherals such as cash drawers, receipt printers, credit card processing devices, etc.)
  • Analysis of tickets/calls to find root cause, then follow through to full resolution
  • Performs pro-active analysis on issues identified to pre-empt future recurrences
  • Document problems, changes and corrections according to operational procedures
  • Cascade information in the form of procedures, feedback and coaching to 1st and 2nd level Technical Support team members on repetitive issues resolved by the Level 3 team
  • Evaluate, test and implement new equipment into the production environment
  • Provide after hours and weekend support as required
  • MIS, CS or related technical degree or 3 to 4 years relevant experience demonstrating ability to analyze and resolve the root cause of critical hardware, software, network connectivity and database problems
  • Working knowledge of Windows 7 and networking
  • Knowledge of or ability to write basic to intermediate level SQL commands is required
  • Knowledge of general-purpose scripting languages, Power Shell, VBScript or Windows Batch Scripting
  • Knowledge on reading and interpreting Java text files
  • Ability to be in the on call rotation
  • Prior experience supporting POS implementations including devices/peripherals, credit authorization processing and wired/wireless store networks across multiple sites highly desirable

Technical Support Analyst, Mid Resume Examples & Samples

  • 4+ years of experience with NMCI computer services and accounts
  • Experience with providing technical support to end-users
  • Knowledge of Microsoft Office
  • Experience as an NMCI ACTR
  • Ability to pay strict attention to detail
  • BS degree in Computer Science
  • Security+ Certification

Technical Support Analyst Dubai Innovation Center Resume Examples & Samples

  • Responsible for all maintenance and troubleshooting of all AV and technology in the Innovation Center
  • Point person for integration and implementation of new AV and all technical tools/resources within the Innovation Center. Responsible for set up and tear down of Innovation Center equipment prior to and after engagements. Track and maintain updates and version changes to all AV and content management systems
  • Prioritize, review and schedule all engagement technical requests. Be the technical support to the entire Innovation Center team – plan and prioritize all technical functions of the Innovation Center
  • Work closely with other departments and vendors that support engagement operations (Facilities, IT, Security, outside vendors). Source and manage all supporting outside technical services to the Innovation Center
  • Be able to work a flexible schedule occasionally in order to support events that take place in the early morning or evening (advance notice is provided)
  • Ensure the Innovation Center meets expectations with regard to appearance, cleanliness, organization, functionality and overall quality experience
  • Assist with Briefing Centers Demo Studio and Innovation Center improvements and upgrades
  • Other duties and special projects as assigned
  • Bachelor's degree and/or at least 8 years of relevant Professional experience preferred
  • Knowledge, Skills and Attributes
  • Strong organizational skills with the ability to prioritize and manage multiple tasks simultaneously; time management skills are critical
  • Diverse advanced knowledge of IT infrastructures and networks
  • Ability to anticipate the needs of the department and customers
  • Demonstrated ability to problem-solve
  • Familiar with multimedia applications such as the Adobe Suite and Final Cut
  • Demonstrated ability to work in a fast-paced work environment; sometimes under pressure
  • Enthusiasm for learning and willingness to go above and beyond

Technical Support Analyst, Retail Resume Examples & Samples

  • Excellent troubleshooting skills, problem solving and analytical skills
  • Good working experience with Oracle database, SQL*Plus, PL/SQL, Oracle Forms and Java technologies
  • ADF experience / knowledge will be a plus
  • UNIX/Linux operating systems knowledge
  • Experience with Oracle Retail Merchandising Suite of Products will be a plus
  • Previous Customer Support role, or Customer facing experience
  • Good communication (written and oral) and interpersonal skills
  • Ability to manage escalated technical situations & develop action plans

Technical Support Server Senior Analyst France Resume Examples & Samples

  • Providing telephone/email/chat and remote diagnostic technical support of servers and work closely with the customer until it is completely resolved
  • Document relevant information and ensure that the customer is communicated in a timely manner regarding the overall progress of their issue
  • Assist team members on complex technical issues and take ownership when needed
  • Identify pro-actively technical knowledge gaps among the Team and build action plans to address
  • Drive close collaboration with L3 and above on all technical items for the Team
  • Lead Team technical capabilities and readiness vs products scope (NPI)
  • Drive RCA and action plans to ensure targets triggered by Team technical expertise are met
  • Ensure own technical expertise and development through training and certifications on a regular basis
  • Detect and coach experts on the key specialization for Server in line with the certification strategy
  • 3+ years of successful advanced server support
  • Solid and proven technical expertise on Server environment
  • Strong communication skills in a multicultural and complex environment
  • Capacity to go beyond and understand overall organization strategy

Information Technology Technical Support Analyst Resume Examples & Samples

  • Experience in installing operating system images on desktops, laptops and Panasonic devices
  • Experience in configuring and supporting multi-functional printers
  • Identify trends in service requests and implement changes in order to make improvements

Analyst SAP Technical Support Resume Examples & Samples

  • Provide daily, sound support with respect of minimizing user impact
  • Communicate system irregularities to the appropriate parties
  • Recommend user friendly solutions, when appropriate
  • Responsible for troubleshooting system issues as it affects the users
  • Assist stations and hubs to determine best solutions for users, traveling, when necessary
  • Escalate significant issues impacting users
  • Provide real-time support, as necessary
  • Coordinate and facilitate root cause analysis for system defects that impact application reliability
  • Outline containment activities and short term alternate solutions as stop gap until corrective action is fully implemented
  • Identify and resolve high priority and high profile performance issues
  • Seek out action plans and recommend actions to improve operational performance
  • Provide support as an analytical resource
  • Complete other related duties and responsibilities, as assigned, in order to achieve departmental objectives
  • Must be able to work shift work and holidays in a 24/7 operation
  • Knowledge of AA's Supply procedures with a background in Inventory Control/warehousing and Purchasing is desirable
  • Knowledge of SAP/SAFE is desired but not mandatory
  • Must be able to communicate in a calm, effective and concise manner in stressful situations

Technical Support Knowledge Analyst Resume Examples & Samples

  • Learns Kronos specific structure, personnel and concepts
  • Applies company policies and procedures to answer customer and staff queries within Community
  • Meets an SLA (service level agreement) in responding to customer and staff posts within the Community and follows standard practices and procedures in seeking out assistance with specific questions
  • Contact with others is divided between internal and external. Normally receives detailed instruction on daily work, and supervision on secondary tasks

Recovery Technical Support Analyst Resume Examples & Samples

  • Monitor the telephony environment to ensure that it is functioning as designed. Liaise with Electronic Banking Support Services (EBSS) and Contact Centre Technologies (CCT) to resolve any issues as quickly as possible
  • Provide first line support for the unit’s computers by trouble shooting software and hardware problems
  • Escalate and document all other issues to the appropriate parties (Managers and Senior Managers) following through to satisfactory resolution
  • Review and analyze a broad range of information from a variety of sources within the technical environment (telephone switch, dialer, scheduling software) providing Management with statistics/recommendations that maximize Centre efficiency and effectiveness
  • Preparation of monthly, quarterly, semi-annual, and annual report(s) detailing team and individual Key Performance indicators and productivity results
  • Assist in evaluating/measuring the performance of the Customer Relations Officer by conducting reviews, tabulating individual performance statistics on the utilization of the Bank’s computer assisted collection systems, and assist the front line management in meeting individual objectives/goals in attaining optimum productivity and effectiveness levels of performance
  • Strong communication skills to deal with various departments and levels of management
  • Strong influencing, negotiation and persuasion skills when communicating decisions to Management
  • Strong technical understanding of voice, video and data

Ncis SME Technical Support Analyst Resume Examples & Samples

  • 5) Intermediate level working knowledge of three of the following routing protocols: EIGRP, BGP, OSPF, RIP
  • 6) Any of following Industry Certifications are highly preferred*
  • 1) Highly assertive communications skills, commanding personality. Ability to engage a large audience and lead the discussion with clear, articulate, and highly assertive communication. Must be aggressive but also professional. Must show confidence in all communications so that key stake holders are not doubtful of the information being communicated
  • 2) Effective prioritization skills and high energy. Ability to work in a fast-paced network operations environment. Ability to work under pressure with conflicting priorities and a fluctuating and potentially voluminous operational workload
  • 3) Ability to articulate technical information to large audience with various levels of technical knowledge base, including a business management audience that may lack a deep technical understanding of internetworking technology solutions. Ability to drive communication between business leaders and IT. Must exhibit sound and comprehensive communication and diplomacy skills to exchange complex information with inherent confidence
  • 8) Demonstrated technical competencies and history of increased responsibilities during previous three years. Strong dedication towards continual growth and self-improvement including year-over-year progression in industry certifications and overall technical proficiencies and knowledge base
  • 13) Perform complex network failover during internet service provider threat scenarios. This requires an immediate readiness, knowledge and understanding of varying threat scenarios from the "wild", how Citi's complex internet pods (Citiplex) operate and advanced knowledge of routing protocols and vendor specific mitigation strategies
  • 15) Escalate issues to Level 3 and SME teams when necessary as determined by technology, business impact, risk and type of scenario. In addition, certain issues must be escalated to the shift manager on-duty immediately
  • 16) Assist business customers, integration and engineering on medium to complex issues and provide configuration assistance as required. This can include failing network components for COB events, critical circuit troubleshooting, capacity planning by configuring network spans or review with vendors on issues seen by engineering in lab scenarios. In addition log captures and technical documentation are required in incident tickets both internally and externally to Citi in order to document clear incident path to resolution including various escalations that may be required
  • 17) Participate in formal and informal cross skill training from colleagues, industry experts, vendors, Citi Level 3, Citi SME's, the build team and leverage on the job learning from peers. Provide informal training for tier II technicians regarding hardware, software and design best-practices
  • Python (Openpyxl, Twisted Matrix)
  • HTML, CSS, vbscript
  • SQL (J-query, Chart-OS)
  • Working knowledge of scripting languages and other web development tools a plus."

Ncis SME Technical Support Analyst Resume Examples & Samples

  • 2) Expert level working knowledge of enterprise TCP/IP communications (IPv4, QoS, IPSEC, etc)
  • 4) Expert working knowledge of Cisco routers and switches, WANs, (T1, T3, MPLS)
  • 5) Expert working knowledge of three of the following routing protocols: EIGRP, BGP, OSPF, RIP
  • 6) Expert knowledge of network protocol analysis using industry standard toolsets such as Niksun NetVCRs, Ethereal Wireshark, etc. Familiarity with Netflow data exports and data collection/analysis
  • 7) Expert knowledge of IPSLA probes, application specific network performance analysis, and TCP/IP optimization mechanisms for maximizing application performance across enterprise networks
  • 8) Expert knowledge of common security threats facing enterprise networks including DDOS (Distributed Denial of Service) and various defensive mechanisms and threat mitigation strategies
  • 1) Highly assertive communications skills, commanding personality. Ability to engage a large audience and lead the discussion with clear, articulate, and highly assertive communication. Must be aggrsessive but also professional. Must show confidence in all communications so that key stake holders are not doubtful of the information being communicated
  • 2) Effective prioritization skills and high energy. Ability to work in a fast-paced network operations environment. Ability to work under pressure with conflicting priorities and a fluctuating and potentially voluminous operational and project based workload
  • 9) Strong analytical, organizational, written and interpersonal skills"

Technical Support Analyst, Mid Resume Examples & Samples

  • Experience with supporting Microsoft technologies
  • Experience with software development, Agile methodology, and working with clients in a fast-paced environment
  • Experience with supporting Microsoft Dynamics CRM
  • Experience with supporting Microsoft SharePoint
  • Experience with Code repositories, defect tracking, and testing software
  • Ability to commute to the Charleston, SC area

Mainframe Technical Support Analyst Resume Examples & Samples

  • Responsibilities of the Technical Support Operations Analyst include the initialization, monitoring, problem determination and resolution of the mainframe computer systems
  • In addition, the candidate is responsible for the identification and specification of the operational availability of the computer systems
  • The Operations Analyst position is staffed seven days a week 24 hours a day, including holidays
  • Analysts work a 7x24 schedule of 10 days on and 4 days off
  • Thorough understanding of mainframe computer operations and working knowledge in JES2/3 environments
  • Excellent technical knowledge of installed computers and peripheral equipment
  • Operations-related knowledge of mainframe production features and communications networks
  • Effective written, oral communication and interpersonal skills
  • Interface with various technical support staffs, vendors, users, and management to report and resolve operation-related problems
  • Demonstrated record of self-motivation and dependability
  • Bachelor degree in Computer Science or related technical discipline, including courses in computer concepts and techniques

Technical Support Engineer / Analyst Resume Examples & Samples

  • Take personal ownership of technical issues over multiple days, remaining the single point of contact throughout the entire issue resolution
  • Identify and solve issues using a variety of methods including SSH, WebEx, web interface, telephone, and email
  • Provide Business to Business (B2B) technical support for Sutherland customers
  • Answer tickets submitted by the Client organization regarding software issues such as Windows, Active Directory, Linux, UNIX, Solaris, etc
  • Resolve complex issues relating to web and security applications requiring a broad range of troubleshooting skills related to: software functionality, application server setup, database management, data analysis, operating system configuration, system configuration, performance tuning, installation, migration, and upgrades
  • Provide superior customer management inclusive of excellent communications, responsive follow through, and advocacy for customer issues within internal departments
  • Prioritize numerous issues of varying severity, and effectively manage the resolution of all issues within acceptable service levels
  • Collaborate extensively with peers, Program Team, Account Managers, and members of the escalation team to resolve issues while actively contributing to a growing knowledge network
  • Work to improve the effectiveness of our team and the information available for our customers
  • Post-secondary education in a technology-related discipline
  • 1+ years of previous support-related experience
  • Experience handling technical support issues in an enterprise environment over the phone
  • Experience with the Linux/UNIX/Solaris Operating System
  • Working knowledge of IIS and/or Apache web server
  • Experience in troubleshooting Server-related issues
  • Experience with Sendmail, SSH, CVS, MySQL, and Perl
  • Knowledge and hands-on experience with the following: Windows Server 2008/2012 Server, Windows XP/7, ActiveSync, Lotus Domino Server and/or Microsoft Exchange Server 07/10/13, Microsoft Office 365, and/or Novell GroupWise, Lotus Notes Client and/or Microsoft Outlook, and/or Apple OS/X environment, Apple sync services and how it functions, Android/iOS device support
  • Knowledge of wireless networks
  • Knowledge of TCP/IP, DHCP, Network Connectivity, OSI, LAN/WAN
  • MS Administration experience
  • Working knowledge of system and database administration principles
  • Understanding of Internet application technologies including; HTML, XML, Internet protocols, networking, firewalls, Web Server configurations (WebLogic), Internet application architectures based upon Java technology, and Internet Security

Technical Support Analyst, Mid Resume Examples & Samples

  • Experience with software development, Agile methodology, and working with clients
  • Ability to work in a Fast-paced environment
  • Experience with code repositories, defect tracking, and testing software

Associate Infrastructure Services Analyst Technical Support Resume Examples & Samples

  • Delivers high-quality, rapid and relevant client service and education in support of basic issues, programs and projects for multiple sites
  • Manages component level issues and problems, changes and requests; leveraging cross functional teams to drive rapid remediation
  • Assists with proper categorization and prioritization for each issue throughout the appropriate lifecycle
  • Performs validation of issue or condition reported; determines course of action and communicates with other required parties to replicate, test and deploy solution
  • Coordinates responses to issues and applies resolution directly, if expedited response is required to minimize business and financial impact
  • Responds to internal and external audit by collecting data evidence as requested
  • Maintains appropriate, required documentation supporting key processes and procedures, issue histories and remedies, workflows, troubleshooting guidelines
  • Uses appropriate basic data and instrumentation to identify trends and root causes and applies solutions, while minimizing any negative effect
  • Collects and analyses data (evidence, test results, performance data, issue reports, financial, etc.) in order to identify and correct underlying issues or escalate the problem to the relevant team
  • Determines sufficiency of controls, processes and workflow. Validates process' accuracy and monitors process compliance
  • Applies basic project coordination principals, skills and best practices
  • Develops relationships and assists in leveraging contracts to provide for improved financial performance
  • Support the creation and maintenance of business continuity or IT disaster recovery plans

Computer Technical Support Analyst Resume Examples & Samples

  • Manage computer operations on a large-scale computer system or a multi-server local area network and according to production schedules
  • Assist customers experiencing problems with accessing or using computer resources as they apply to the Radar Training Facility
  • Resolve routine non-technical problems following documented procedures and escalate issues as they arise to the correct personnel or group utilizing the current ticketing or tracking system
  • Scan student records and score Academy block tests
  • Resolve and/or coordinate the resolution of production-related issues utilizing established resources, vendors, and/or team members
  • Establish and follow regularly scheduled backups for existing servers and workstations utilizing the current backup media

European Backline Technical Support Analyst Resume Examples & Samples

  • Technically mentoring Frontline Support Analysts to ensure calls are accurately investigated and ensuring the cause and the symptom of problems are identified and resolved
  • Analysing and resolving complex product issues, using analytical, technical or programming skills
  • Guiding, advising and coaching both colleagues and customers on issue and problem resolution
  • Documenting solutions and producing written guidance on resolution steps and procedures
  • Leading the introduction of new Products into the support function, and working closely with management to increase the technical level of skills and competence of colleagues
  • Reporting issues and recommending process improvements to other teams to minimise queries and problems arising and to increase customer satisfaction levels
  • Regular deputising in the absence of the Team Leader Liaising with other CDK teams or departments to develop and to maintain high levels of customer service and effective
  • Advanced level of programming skills in an object orientated language such as C++, Visual Basic, Java or .Net
  • Experience with using UNIX
  • A background in development or providing software support
  • Demonstrable team working experience – working on joint projects or technical problems

Technical Support Analyst Workload Coordinator Resume Examples & Samples

  • Assists by coordinating work to agents in the specified SLA
  • Research files/documentation and gather data and provide reports and also analyze data and reports
  • Maintains files for production performance and any other necessary metrics
  • Follows instructions of superiors and advises them of difficulties or deficiencies that may prevent the timely completion of duties
  • Keeps constant communication with the team management, act as an escalation point of contact
  • Should be able to have meetings with the customer and explain data
  • Identify top applications impacting the ticket queue
  • Driving the efficiency and effectiveness of the Incident Management, Request Management, and Cost Control process
  • Work on ticket flow to track and drive advise for improvement
  • Publish, update and review Knowledge base articles
  • Technical University Degree

Operational Technical Support Analyst Resume Examples & Samples

  • Work with business segments to better define project requirements for development and implementation
  • Assesses and interprets customer needs and requirements
  • Identifies solutions to non-standard requests and problems
  • Solves moderately complex problems and/or conducts moderately complex analyses
  • Works with minimal guidance; seeks guidance on only the most complex tasks
  • 2+ years of development or production support experience
  • 2+ years of SQL database experience
  • 1+ years of experience in SSIS
  • 1+ years of experience in .Net
  • Available location: Eden Prairie, MN
  • Experience in Healthcare data
  • Bachelor's degree or HS diploma/GED

Senior Analyst, Technical Support Resume Examples & Samples

  • 3-5 years of experience in
  • Customer service
  • A+ certification is required
  • Network+ certification is a plus
  • Advanced level knowledge of PC software applications and strong understanding of PC operating systems
  • Experience with a phone support and helpdesk environment
  • Knowledge of the following communication and connectivity systems required: Microsoft TCP/IP, networking protocols, network printing / printer troubleshooting, file sharing, Internet application connectivity
  • Track record of building and maintaining customer/client relationships

CTS Technical Support Analyst Resume Examples & Samples

  • Under guidance, deliver, move, and physically install all computing devices and related software including peripherals, operating systems, standard software and vendor software by following documented standards and procedures to provide equipment and service to the customers
  • Troubleshoot and resolve hardware and software problems by following documentation and by using appropriate diagnostic tools to provide solutions to customer
  • Follow procedures for reported problems by using the appropriate incident management software for problem recording and resolution to provide documentation of the problem and its resolution
  • Ability to work collaboratively in a team environment
  • Possess sound documentation skills

Technical Support Engineer / Analyst Resume Examples & Samples

  • Deliver and manage ongoing support services on Kronos’ Workforce Integration Manager and Workforce Connect Products
  • Effectively negotiate product issues between customers, service, support, engineering as well as third party solution providers
  • Bachelors Degree in a Computer Science or similar training required
  • Minimum of 5 years of Customer Service experience, preferably with a background in enterprise software support
  • Work well in a fast paced time sensitive environment
  • Experience with the Workforce Integration Manager, Workforce Connect
  • Expericnce with Workforce Application, WFSO, Activities, or Leave and Attendance a plus

Credits & Chargeback Technical Support Analyst Resume Examples & Samples

  • Performs SAP/VISTEX and EDI system set-ups, maintenance necessary to update records, specifications, and operating procedures of systems
  • Analyzes and validates the quality of the data exchanged between ABC and Supplier
  • Provides weekly, daily and monthly statistics on supplier's conversion status and production reports
  • Analyzes production reports for accuracy, inconsistencies and abnormalities in processes
  • Maintains account activities of EDI transactions and generates management reports
  • Communicates supplier's system changes to partners and internal users
  • Coordinates, maintains and publishes documentation related to departmental policies and procedures; Supports training initiatives as required
  • Responsible for trouble shooting any issues related to inbound/outbound EDI messages
  • Attends training seminars on EDI upgrades and enhancements
  • Provides support for the SAP/VISTEX Solutions as directed
  • Performs other duties and/or projects as assigned by Management
  • Strong understanding of SAP/VISTEX and EDI concepts
  • Strong analytical skills; ability to analyze data/situations quickly
  • Strong Customer Service skills and focus
  • Responsive to customer needs
  • Strong problem solving skills; ability to work through difficult tasks
  • Ability to perform tasks with a high degree of accuracy; thorough
  • The ability to exercise sound judgment and initiative
  • Resourceful in pursuing or recommending new ideas and/or procedures
  • Ability to implement processes resulting in satisfactory audit practices
  • The ability to work professionally with all department levels
  • Proficiency with Microsoft Excel, Word and Outlook

Information Technology Technical Support Analyst Resume Examples & Samples

  • 60 to 89 semester hours credit will substitute for one year of experience or training in information technology or electronic technician work towards the baccalaureate degree
  • 90 or more semester hours credit will substitute for one year and six months of experience or training in information technology or electronic technician work towards the baccalaureate degree
  • 80% Retain total ownership of all reported network trouble or incidents. This includes, but is not limited to the following
  • Resolving Simple network incidents statewide
  • 5% Performs all other tasks, special projects, analysis, studies, and plans as directed

Software Technical Support Analyst Resume Examples & Samples

  • Respond to phone support requests from Quantum partners and customers on Quantum device products and provide remote support
  • Gather problem descriptions, log files, configuration and analyze them in order to determine root cause of problems and finding solutions
  • To be responsible for problem ownership and when necessary to escalate issues to the correct technical or managerial level to ensure all customer problems are resolved in a short timescale
  • Order parts needed to resolve customer issues as needed
  • Report potential quality issues
  • Maintain accurate documentation of service event in the database
  • Ensure that all quality procedures and standards are followed

Analyst Technical Support Resume Examples & Samples

  • Two years’ experience supporting end users directly as part of a service desk
  • Demonstrated knowledge of supporting and troubleshooting Application, Endpoint and Infrastructure related problems
  • Technical knowledge and proven advanced troubleshooting focused on end user services (Windows, Office365, Adobe, Printers)
  • Intermediate experience supporting Citrix XenApp, XenDesktop, RDS and WYSE terminal environments
  • Provide outstanding customer service skills and have a strong IT troubleshooting knowledge
  • High degree of patience and ability to positively respond to frequent changes
  • Detail oriented and ability to manage ticket load, while improving processes and/or participating in projects
  • Ability to understand business requirements and recommend valuable solutions

Technical Support Analyst / Engineer Resume Examples & Samples

  • Manage and provide core database services to support applications
  • Work directly with the DevOPs, Technical Services, Customer Support and Application Development teams when troubleshooting issues or developing best practices
  • Develop tools to help Philips Wellcentive users conform to best practices when using Philips Wellcentive technologies
  • Troubleshoot and diagnose data related issues within various environments
  • Investigate and resolve data quality issues, including interface errors, missing data, corrupted data and missing mappings
  • Meet SLA’s and communicate with leadership team if dates cannot be met in advance to allow leadership team to assist or adjust priorities
  • Provide recommendations to management for programs to enhance customer satisfaction
  • Desire to grow professionally, accept new challenges, and proactively contribute ideas and solutions to a rapidly growing company
  • Maintain all assigned issues in Zendesk and JIRA
  • Server volume Management
  • Understand and review data files of various formats (delimited, HL7, CCD(A), X12 837) and provide meaningful feedback to third-party vendor and customer to drive resolution of identified issues
  • Recognize standard (LOINC, SNOMED, ICD9, CPT, etc.) and non-standard, custom terminologies common in healthcare data sources

Assoc Technical Support Analyst Resume Examples & Samples

  • Researches and resolves customer reported issues related to Postilion and RCS applications
  • Gathers data, tests and replicates problems
  • Answers questions related to application configuration and operation by testing, reviewing code (if available) and reviewing documentation
  • Consults with and coordinates the efforts of other technical teams to resolve customer issues and questions in a timely manner
  • SQL certification is a plus
  • Knowledge of Java is a plus
  • Knowledge of payments industry is a plus
  • Knowledge of Postilion payments software is a plus

Senior Office Technical Support Analyst Resume Examples & Samples

  • Provide Tier 2 support to front line support specialists
  • Manage and monitor the Office 365 tenants
  • Create and administrator user and service accounts AD group membership and Exchange mailboxes
  • Address client connectivity, client oftwre distribution and mobile installation issues
  • Minimum of nine (9) years of IT experience (at least six (6) years support relevant Microsoft products)
  • Windows 7/8.x/10.x Desktop Administration
  • Microsoft Exchange Server 2010/2013/2016 Administration
  • Microsoft Outlook 2010-2016 administration and trouble-shooting
  • Office 365 Deployments
  • Microsoft Active Directory administration and trouble-shooting
  • Troubleshooting Mobile Messaging Technologies: Exchange ActiveSync, iOS, Android
  • Troubleshooting Instant-Messaging Clients (Skype for Business/Lync, Jabber)
  • Microsoft SharePoint administration supporting Migrations from Lotus Notes to Microsoft Exchange
  • Windows Server 2008/2012 System Administration
  • Help desk support
  • Lotus Notes 8.5 or 9.X
  • Mobile Device Management (AirWatch)
  • Hardware support
  • Networking administration
  • Antivirus/Antispam

Assoc Technical Support Analyst Resume Examples & Samples

  • Answer client queries about CyberSource products and services via phone, email and eTicket, adhering to CSS process and best practice
  • Troubleshoot issues regarding CyberSource’s products and services
  • Enter pertinent case data into the CRMs to track client issues
  • Own and maintain internal process documentation and Knowledge Base articles
  • Configure internal systems to enable effective processing for clients using our services
  • Offer knowledge sharing and internal support to local / global team
  • Bachelor’s degree or relevant technical experience

EDI Technical Support Analyst Resume Examples & Samples

  • Plans and coordinates EDI activities with customers to implement new EDI transactions, monitor existing transactions, streamlines processes and troubleshoot problems
  • Ensure adherence to existing methodologies, quality assurance standards and required checkpoints during EDI Implementation projects
  • Oversee new EDI implementation projects as well as break/fix work for existing implementations
  • Provide EDI Application Integration and tier 3 technical support to Level 2 support staff
  • Proactively recommend courses of action to maintain cost effectiveness, competitiveness, system stability, security, scalability and reliability
  • Responsible for adhering to financial goals and objectives of Data Interchange Group

CTS Technical Support Analyst Resume Examples & Samples

  • Ability to prioritize conflicting demands
  • Ability to repair software, hardware, and operating systems
  • Possess sound documentation skills. Ability to maintain confidentiality
  • Previous work in health care environment is preferred

Technical Support / Business Analyst Resume Examples & Samples

  • Minimum 3 year Agile experience
  • Thorough knowledge in scrum activities such as Backlog Planning, Sprint Planning, Story grooming etc
  • Experienced in JIRA tool
  • The candidate must have a solid understanding of both Scrum and Waterfall execution methodologies as they will be involved in all phases of the project lifecycle to aid in successful project completion
  • Experience with ETL and data mapping is preferred
  • Demonstrated understanding of Risk Management and IT Controls concepts and terminology
  • Experience working and supporting 3rd party applications and finalizing SOW’s based on business requirements
  • Experience with application development and support is preferred
  • Strategic and technical thinking, understanding of systems, infrastructure and various types of applications
  • Experience with project/program Management and various concepts or methodologies
  • Experience with service delivery and third party vendor management
  • Ability to adapt to changing business priorities; flexibility is key

Applications Analyst, / Technical Support Resume Examples & Samples

  • Provides direction to other MGH Pathology based IT resources as needed
  • Contributes to development and implementation of best practices, department and team methods, processes and procedures; adheres to same
  • Builds and maintains effective working relationships with laboratory staffs
  • Provides excellent customer service by being responsive to and addressing user problems, concerns and questions; keeps lab staff informed of issues and progress; provides education where appropriate to foster better understanding and build end user knowledge and skills
  • Shares knowledge and fosters learning of team members and others while performing support and maintenance activities and participating in projects
  • Bachelor’s degree, and/or equivalent combination of technical training and experience required
  • Experience providing hands-on desktop support and network administration preferred
  • One or more years of current experience with Sunquest Lab Systems, or another LIS, preferred
  • Attention to detail and ability to handle multiple assignments at one time
  • Proficient in the use of standard Microsoft Office products, particularly Word and Excel as well as Internet Explorer
  • Understanding of data communications equipment such as hubs, switches, cabling and wireless networking
  • Experience with instrument interfacing, including troubleshooting desired
  • Experience supporting networked instruments preferred
  • Crystal Reports experience a plus
  • Be organized and pay close attention to details
  • Commitment to support the system needs as necessary, including on-call coverage
  • Communicate effectively at with varying levels of individuals
  • Effectively interact with other with a spirit of teamwork
  • Demonstrate strong customer service skills
  • High level of dependability and reliability
  • Demonstrate flexibility as needs and process change and evolve
  • Works independently
  • Demonstrate initiative in performing job responsibilities
  • Demonstrate good judgment when making decisions and taking actions
  • Recognize the need to escalate issues or concerns

Technical Support & Solution Analyst Fluent Resume Examples & Samples

  • Perform more complex troubleshooting investigations in reviewing front-end applications by gathering information, using troubleshooting tools, shadowing end users, and testing workflows internally and externally
  • Perform more complex troubleshooting investigations via back-end methods by capturing log files, querying tables, updating database fields, and updating/cycling servers
  • Prioritize the work of self and others based on severity and urgency and balancing client and business needs in complex situations
  • Collaborate across teams and organization to ensure complex issues are addressed by the appropriate individuals
  • Document notes, activities, resolutions, and other knowledge articles throughout the lifecycle of an investigation
  • Induction/Training at our world headquarters in Kansas City, USA
  • Bachelor’s degree in CIS, MIS, IS, Computer Science, Engineering, Business Administration with emphasis in Information Systems or related field, or equivalent work experience
  • Excellent written and verbal communication skills in Swedish and English
  • At least 1 years of technical support-related work experience
  • At least 2-3 years of experience working with SQL and T-SQL
  • Ability to travel when needed

Technical Support Analyst Ba-avp Resume Examples & Samples

  • The delivery of documentation to agreed standards, on time and error free
  • Out of hours cover and support, providing expertise and specialised system knowledge to allow resolution of key incidents. Also provides support and direction to junior support analysts
  • Proven results in Incident/Problem/Change and Release disciplines
  • Production of high quality documentation, on time and error free
  • Creates a logical plan, realistic estimates and schedule for an activity or project segment
  • Sufficient expertise or specialised knowledge to allow modification of existing methods and systems on own initiative in line with business context
  • Thorough working knowledge of one functional area through significant job expertise and training
  • High quality proven track record demonstrated and ability to independently resolve Incidents and Problems
  • High quality proven track record and demonstrated ability to independently deliver Change & Releases
  • In depth experience of IT Support (essential)
  • In depth experience working within an ITIL Environment (preferred)
  • Financial services (preferred)
  • Large-scale blue-chip organisations such as Barclays (beneficial)

Senior Information Technology Technical Support Analyst Resume Examples & Samples

  • Troubleshoots, diagnoses, resolves and documents difficult hardware, software and network connectivity problems, referring only the most complex problems to other IT technical staff or vendors for resolution
  • Acts as lead to lower level technical staff
  • Installs, configures and maintains specialized business, engineering and operations support software to meet customer needs and computing requirements
  • Analyzes and optimizes hardware and software performance through adjustments and upgrades as required
  • Coordinates the resolution of major hardware and software incidents with appropriate customers, vendors and other technical staff
  • Analyzes trends in reported problem calls and implements improvements
  • Develops installation and operational procedures, office automation solutions and quality assurance standards
  • Develops and conducts formal and informal end user technical orientation and training involving new hardware capabilities, and may provide technical training to other IT support staff
  • Defines and recommends appropriate hardware and software configurations and standards to meet customer needs, and prepares specifications for purchase of software and other peripheral devices
  • Configures software distribution tools
  • Coordinates large PC installation projects
  • Coordinates equipment delivery, software licensing compliance and inventory/asset control
  • Monitors compliance with departmental security guidelines
  • Orders and administers licenses for assigned software packages, in consultation with appropriate management and other information technology staff as needed
  • Supports and provides maintenance for applications and coordinate with customers and developers for application enhancements or modifications as needed
  • Technical Help Desk (Microsoft) covering the following competencies: Hardware, Help Desk Operations, Internet Explorer, Microsoft Office, Networking and Connectivity, Operating Systems, PC Peripherals, Software and System Security and Maintenance
  • Computer Technical Support covering the following competencies: Backup and Recovery, Device Support Software, Hardware Components, Hardware Troubleshooting, Network Troubleshooting, New Hardware Installation, Peripheral Troubleshooting, Security and Biometrics
  • We may reject your application at any point during the examination and hiring process, including after an appointment has been made
  • FALSIFICATION of any information may result in DISQUALIFICATION
  • Utilizing VERBIAGE from Class Specification and Minimum Requirements serving as your description of duties WILL NOT be sufficient to meet the requirements. Doing so may result in an INCOMPLETE APPLICATION and you may be DISQUALIFIED
  • Fill out your application completely. The acceptance of your application depends on whether you have clearly shown that you meet the Minimum Requirements. Provide any relevant education, training, and experience in the spaces provided so we can evaluate your qualifications for the job. For each job held, give the name and address of your employer, your job title, beginning and ending dates, number of hours worked per week, description of work performed, and salary earned. If your application is incomplete, it will be rejected

Senior Technical Analyst Remote Support Analyst Resume Examples & Samples

  • Modifies and maintains existing technical infrastructure systems in order to meet internal and external user requirements
  • Researches technology solutions to solve complex issues for team and customers
  • Record symptoms, root cause and status information in a timely fashion for management and staff/team members as necessary
  • Utilization of system tools to monitor, evaluate and improve overall group performance
  • May direct work of non-management staff and could include functioning as backup to Supervisor, Lead and Manager as business warrants
  • Ability to develop relationships with customers by understanding their specific requirements, how they work, and their business needs
  • Experience and skill in network troubleshooting (Ethernet), protocols (TCP/IP), Network Switches, Routers, VPN,
  • MS-Exchange Administration & Troubleshooting
  • Mobile device administration and troubleshooting
  • Must be able to work effectively independently, on a team and with other groups and vendors
  • Strong English interpersonal, written, verbal, analytical skills
  • Ability to motivate others and lead by example
  • Mandarin and/or Spanish language preferred
  • 5-7 Years work experience with a demonstrated track record of success
  • BS/BA degree preferred or equivalent technical certifications or equivalent work experience

Technical Analyst, Technical Support Resume Examples & Samples

  • Provide second tier technical phone/email support to customers on the Active Network
  • Analyze problems, answer questions and provide training about the software
  • Make customizations based on customer needs
  • Identify, test, and identify workarounds for bugs
  • Provide regular updates to customers on open support issues
  • Research issues dealing with 3rd party technology
  • Assist in editing of training materials and manuals

Rims Technical Support Analyst Resume Examples & Samples

  • Reply to enquire either by telephone or e-mail
  • Gain good knowledge of the Stream RIMS product to able to answer queries and perform initial investigations
  • Gain and develop and good understanding of capital markets and the business that RIMS supports
  • Manage their own immediate work schedule and respect deadlines

Venue Technical Support Analyst Resume Examples & Samples

  • Responsible for providing high level of customer service and support to all OEI venue users, the Grand Rapids Griffins, the National Hockey League (NHL), event promoters and event personnel
  • Communicates effectively (oral and in writing) with senior management, ownership, the team and other stakeholders
  • Responsible for setup, deployment, upgrade, maintenance, support, troubleshooting and retirement of technology related hardware and software
  • Technology related hardware includes, but is not limited to: desktops, laptops, docking stations, displays, printers, copiers, multi-function devices, tablets, smart phones, network and VoIP phone equipment, etc
  • Technology related software includes, but is not limited to: Microsoft Windows based client operating systems, Microsoft applications, anti-virus software, etc
  • Perform office adds, moves and changes for technology related equipment
  • Provide Audio/Visual conference room setup and support as needed
  • Game and event support; must be available and willing to work extended hours as needed including weekends and holidays, in order to meet business needs
  • Associate Degree or higher in Information Systems, Computer Science or related experience
  • 1 year working in a helpdesk/desktop support environment
  • Proficient with Microsoft products and technologies including Windows based server and client operating systems, MS Office, Active Directory, MS Exchange, MS SharePoint, etc
  • Exposure to and familiarity with MAC OS X is a plus
  • Proficient with installation and configuration of computer hardware and software
  • Basic knowledge and understanding of networking skills and concepts
  • Systemic and consistent troubleshooting skills
  • Team player with customer service focus
  • Adapts to changing needs of the business, is intuitive and has initiative with good time management skills
  • Ability to make sound judgments and be confident and decisive

Saas Technical Support Desk Analyst Resume Examples & Samples

  • May perform one or more of the following
  • Troubleshoots via the phone hardware, software, and network operating problems and involves technical resources to ensure resolution
  • Recommends system or process improvements, including procedures, training, and enhanced documentation

Platform Technical Support Analyst Resume Examples & Samples

  • Provide 2nd level technical support to internal and external customers as well as mentor and support 1st level technical support analysts
  • Establish and maintain partnering relationships with; AMP business, other teams, 3rd party vendors / suppliers ensuring high availability of critical business systems
  • Respond to business requests for support on system, procedural and product issues
  • Undertake activities to ensure that system incident and request management responses are with agreed SLAs
  • Manage the interfaces between applications for which the portfolio is responsible so that the focus is on the business solution, as opposed to the applications themselves
  • Undertake analytical activities, identify problems and provide business input and direction such as; input for proposed fixes, testing functions and project managing remedial work to maintain data integrity
  • Knowledge and experience of Scrum techniques including the ability to train and lead Agile teams in the use i.e burndowns, retrospectives, stand up co-ordination
  • ITIL qualification/s
  • Solid experience in a problem management/system support role in large complex organisations
  • Advanced knowledge of Portfolio Administration Systems and Processes
  • Negotiation and influencing skills - ability to make informed and timely decisions
  • Excellent ability to produce technical requirement specifications
  • Communication - Organises the communication, maintains audience attention, adjusts to the audience, ensures understanding and comprehends communication from others

Business & Technical Support Analyst Resume Examples & Samples

  • Applies professional business/technical support concepts to resolve hardware, software and networking issues of moderate scope and complexity for a broad range of applications where analysis of situations or data requires a review of a variety of factors. Within defined procedures and practices, determines appropriate action
  • The incumbent will server on a multi-site team responsible for supporting over 2000 UCSD staff across multiple locations both on site and remotely
  • Will be responsible for hardware and software support and maintenance of all workstations. Duties include: Installation, configuration and maintenance of the hardware and software environment to ensure a secure and usable environment for all workstations
  • Coordinate repairs for computer and peripheral hardware/software, consultation and basic end user training on hardware and software issues
  • Ensure that all interactions are provided with exceptional customer service. Our employees enjoy competitive compensation packages and educational opportunities in a diverse, stimulating workforce
  • Experience in use and knowledge of networking protocols such as DHCP, TCP / IP, et cetera
  • Demonstrated skill in configuring, troubleshooting and supporting escalated end user client systems including desktop, laptop and mobile computing devices
  • Broad knowledge of enterprise system functions, dependencies and interactions and ability to use this information to troubleshoot
  • Requires interpersonal skills in order to work with both technical and nontechnical personnel at various levels in the organization
  • Working knowledge of server internals, especially as needed for troubleshooting and isolating issues
  • Experience developing and administering formal technical training to users at a variety of levels. Ability to elicit and communicate technical and non-technical information in a clear and concise manner
  • General knowledge of other areas of IT. Intermediate knowledge of IT-related products and services
  • Demonstrates problem-solving skills
  • Demonstrated judgment to delegate / escalate issues appropriately
  • Working knowledge of desktop and business / technical support systems
  • Working knowledge of unit's business processes. Working knowledge of organization computer requirements, recommendations and policies including security standards
  • Effective skills at technical and administrative work direction
  • Advanced knowledge of computer networking and information technology principles, practices and terminology and their applications in a complex environment such as those found in a university or hospital
  • Applied and current knowledge of various software tools such as word processors, presentation software, spreadsheets, databases, electronic mail, online calendars, and web browsers to make recommendations for department use
  • Experience providing technical support for computing systems running a variety of operating systems, including Windows, MacOS, iOS, Windows Mobile, Android, as well as experience supporting wireless mobile devices such as Smart Phones, Tablets, and other systems. Demonstrated ability to resolve software, hardware, and connectivity issues
  • Experience with supporting Microsoft products from an end-user and server perspective; Active Directory, File Servers/Printer, Permissions, GPO, etc
  • Demonstrated analytical skills to research and recognize problems, present alternatives; implement creative solutions and follow through to ensure effective quality control for areas of responsibility
  • Ability to generate documentation in clear manner for a wide variety of skill and knowledge levels
  • Excellent verbal and written communication skills. Strong interpersonal skills sufficient to work in a variety of settings and deal effectively with diverse populations and personalities. Excellent interpersonal skills with the ability to work independently or as part of a team
  • Ability to maintain current knowledge of security threats with the skill, ability and willingness to consult with peers on security threats and solutions
  • Experience with system/network security including providing patches, anti-virus software, firewalls, password protections, and eliminating unnecessary services

Coveragefirst Technical Support Analyst Resume Examples & Samples

  • Engage resolution groups for troubleshooting
  • Drive efficient resolution of issues documenting all activities in ticketing system
  • Developing and maintaining documentation for efficient NOC operations (including maintaining inventory of sites, contacts, and infrastructure)
  • Providing assistance to end users, acting as backup to frontline technical support
  • 3 or more years related experience required
  • Technical aptitude and troubleshooting skills a must
  • Knowledge and experience with a variety of operating systems, hardware, applications and tools using the Microsoft Windows platform (Linux or UNIX experience a plus; MCSE certification a plus)
  • Knowledge of the OSI model and experience with Cisco networking technologies
  • Proficiency with Microsoft Office Professional
  • Capability to work from home (Requires Internet connection)
  • Extensive knowledge of Windows operating software
  • Thorough knowledge of hardware components and their functions
  • Industry recognized certification (e.g. A+, Microsoft Certified Systems Engineer [MCSE] )
  • Ability to translate technical information into business language
  • Experience in a NOC or IT operations environment a plus
  • Knowledge and experience with monitoring tools (Solarwinds Orion or Microsoft Systems Center Operations Manager (SCOM) a plus)

Business & Technical Support Analyst Resume Examples & Samples

  • This position will be providing direct support and will be located at the HDH Service Desk. Where this position will determine the nature of hardware and software difficulties
  • As part of the IT Support team and working with the HDH divisions, assist in developing rollout procedures for hardware and software to ensure a smooth implementation of new technologies
  • Applies professional business / technical support concepts to resolve hardware, software and networking issues of moderate scope and complexity for a broad range of applications where analysis of situations or data requires a review of a variety of factors. Within defined procedures and practices, determines appropriate action
  • Incumbent will server on a multi-site team responsible for supporting over 2000 UCSD staff across multiple locations both on site and remotely
  • The incumbent will be responsible for hardware and software support and maintenance of all workstations. Duties include: Installation, configuration and maintenance of the hardware and software environment to ensure a secure and usable environment for all workstations
  • Experience providing technical support for computing systems running a variety of operating systems, including: Windows, MacOS, iOS, Windows Mobile, Android, as well as experience supporting wireless mobile devices such as Smart Phones, Tablets, and other systems. Demonstrated ability to resolve software, hardware, and connectivity issues

Computer Technical Support Analyst Associate Resume Examples & Samples

  • ITIL Program Experience – Foundation or better
  • Develop and implement help desk procedures
  • Ensure resolution of daily and escalated customer issues of a complex scope that impact the team and overall business objectives
  • Knowledge of commonly-used concepts, practices, and procedures used within particular fields such as Active Directory, MS Exchange, Remedy, MS Office 2010 and 2013 and experience supporting Windows 7 and 8.1 operating systems

Computer Technical Support Analyst Senior Resume Examples & Samples

  • Serves as the initial point of contact for troubleshooting network/LAN/WAN hardware/software related problems
  • Addressing support requests received over the phone or through email and web-based systems
  • Follow security requirements as requested by the NRC Security Officer
  • Monitoring customer problems to ensure prompt, satisfactory service/resolution is being provided; if necessary call the user to update them on progress
  • Processing and responding to change requests (Remedy tickets) Manage the user’s expectations; provide information that will give details for a possible resolution or when they can expect to be contacted again
  • Experience supporting Federal clients and/or experience supporting Nuclear Regulatory Commission (NRC) strongly preferred
  • Develop and implement network management procedures
  • Knowledge of commonly-used concepts, practices, and procedures used

Analyst, Technical Support Resume Examples & Samples

  • 3 to 5 years’ field experience in help desk or desktop support preferred
  • Working knowledge of the following applications: Microsoft Office, Office 365, Skype for Business, Sharepoint, Active Directory, SAP, Windows 7, 8, 10,Mac OSX, Adobe Suite
  • Dell or Apple Certification
  • Desktop
  • Basic Network support (patching, switches, drops, wifi)
  • Service-now or similar ticketing system experience
  • Familiarity with ITIL practices
  • Ability to work effectively with diverse groups of people
  • Develop help/tutorial handouts for CBT (computer based training), WBT (web based training) and class-based training
  • Ability to troubleshoot issues pertaining to Mac, Windows PC’s, printers, mobile devices
  • Configure audio and video meetings across multiple technologies (Skype, WebEx, Avaya)
  • Strong knowledge of RAM upgrades, hard drive installation, new equipment and software set up, printer configuration
  • 3 Months

Analyst, Technical Support Resume Examples & Samples

  • Understand ITIL Process like incidents Management, Problem Management, Event Management, Change Management and Service Desk Operation
  • Communicate with vendors to resolve incidents/problems based on business priority rank
  • In Case, if root cause is not being identified by individual vendor, involve related vendors and run a bridge to address the same
  • If incident/problem requires change, coordinate with vendors in creating the VCR and CR in different systems and present the same in CAB for approval
  • Monitor Overnight Jobs and Goals. In case of failure, co-ordinate with respective vendors and get it resolved at the earliest
  • Prepare and send the morning communication to business and vendors
  • Participate in incident triage and post incident review, and create appropriate reports for stakeholders

Applications Technical Support Analyst Resume Examples & Samples

  • Demonstrate ability to coordinate across functional/infrastructure teams (application development, server; security, database, etc.) in a tactful manner to achieve task completion
  • Demonstrate effective leadership and analytical skills
  • Ability to work with and manage vendor relationships
  • Complete the deployment of software in a secure controlled manner
  • Administer the corporate SOX controls as they apply to application/system implementation
  • Availability to work various shifts to support 24 X 7 processing (on or offsite)
  • Implement processing schedules, understanding the impact to existing schedules
  • Develop and document standard operation procedures
  • Perform project planning and management activities as necessary
  • Strategic leader, a risk taker and motivator
  • Excellent troubleshooting and analytical skills
  • Strong interpersonal skills as well as excellent oral and written communication skills are required
  • Proficient in Microsoft Office, Visio
  • Ability to multi-task and set prioritization that supports the business/organizations goals and values
  • Works well under pressure and can deal well with frequent change or unexpected events

Software Technical Support Analyst Resume Examples & Samples

  • Must be fluent in English and French – both spoken and written
  • Additional language skills are very welcome
  • A few years’ service experience with storage products or equivalent skill set
  • SCSI, fibre channel technology, SAN and network connectivity experience
  • Professional attitude and team worker
  • Basic Unix and/or MS Windows OS skills; backup application knowledge/skills is preferred
  • Experience of interfacing with customers
  • Experience of fault diagnosis on complex systems
  • Willingness to learn new technologies
  • Ability to multi-task between several customer situations at the same time

Rims Technical Support Analyst Resume Examples & Samples

  • Provide first and second line support
  • Reply to enquires either by telephone or e-mail
  • Work with regional and local RIMS staff (support and DBAS)
  • Work well with local account management and support staff

Analyst, Technical Support Resume Examples & Samples

  • Bachelors degree in Information Technology or equivalent years of experience in lieu of degree
  • Hands on experience working with endpoint management solutions
  • Experience in LAN/WAN setup and configuration
  • Knowledge of personal desktop computing and advanced office automation technology including Microsoft Windows, Office, file shares, printers, scanners, and peripheral equipment
  • Ability to prioritize and quickly resolve issues