IT Support Analyst Resume Samples

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J Gulgowski

Jeff

Gulgowski

16596 Aylin Ridges

Chicago

+1 (555) 335 7548

16596 Aylin Ridges

Chicago

Phone

p +1 (555) 335 7548

Experience Experience

San Francisco, CA

Junior IT Support Analyst

San Francisco, CA

Kessler, Kuhic and Marks

San Francisco, CA

Junior IT Support Analyst

Provide 1st level IT service support - perform troubleshooting and resolve if possible, perform Request Fulfilment
Support office internal network – including network patching and wireless access points
Configure & troubleshoot all corporate applications (SAP, Microsoft Dynamics AX, PLM, etc.) providing level 1 support
Provide details on cause, resolution or steps using non-jargon terms
TCP/IP, Routers, WAPs, Wireless, and other networking devices
Log and classify each incident or request using Service Management tools
Knowledge of Apple Mac technologies and software

San Francisco, CA

IT Support Analyst

San Francisco, CA

Conn-Hand

San Francisco, CA

IT Support Analyst

Assist with knowledge management for the Helpdesk, identifying gaps in their knowledge and providing relevant assistance
Assist Environment Manager in defining the environment support framework
Create knowledgebase articles and other documentation to improve self-service as well as improve team’s effectiveness
Work regularly with Customer Service Manager and Team Leader, to ensure time is correctly assigned between support and project work
Maintain and facilitate the use of the ITS support pages (create, update and review content, work to improve the system and promote its use)
Provide assistance for ongoing maintenance, support up, back ups and overall system health of local servers and network gear
You will perform root cause analysis, develop checklists for typical problems and recommend procedures and controls for problem prevention

present

Phoenix, AZ

Senior IT Support Analyst

Phoenix, AZ

Bartoletti Group

present

Phoenix, AZ

Senior IT Support Analyst

present

Work with the Technology Managers, and other team members to define metrics and performance goals for the application
Develop close working relationship with the external IT consultant and IT management at parent company
Lead the Knowledge Management Team responsible for the development and maintenance of an Enterprise IT Service Desk Knowledge Base
Incident Management – Detects, classifies, monitors and tracks incidents, provides analysis and recovery methods
Work independently and often autonomously as the senior or lead developer and coach/guide team members within area of expertise
Support a positive work environment that promotes service to the business, quality, innovation and teamwork
IT Change Management– Uses Change Management policies and procedures to document, track, assess impacts /risks and approve changes to the environment

Education Education

Bachelor’s Degree in Computer Science

Pepperdine University

Bachelor’s Degree in Computer Science

Skills Skills

Mature, dependable, professional, self-motivated, adaptable, and able to work well independently or as part of a team
Good verbal and written communication skills and the ability to communicate with both like-minded professionals and non IT users
Display strong interpersonal skills and the ability to create and maintain solid working relationships
Ability to maintain attention to detail and ability to work effectively under pressure and within deadlines
Capable of establishing and maintaining strong working relationships at all levels and providing a professional, accurate and timely service at all times
Strong ability to coordinate highly complex troubleshooting between engineers, vendors and customers
Highly organised, with excellent attention to detail
Detail-oriented, focused on quality
Has excellent organizational skills and pays attention to details
Strong problem solving ability

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15 IT Support Analyst resume templates

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RSA IT Support Analyst Resume Examples & Samples

Provide support and resolve IT issues for our COG Head Office, Stores and Distribution Centre’s globally
Work with 2nd and 3rd level IT technicians as team to deliver seamless resolution to customer queries on all services and incidents
Log all escalated incidents and ensure timely follow up to resolve issues within required timeframes
Effective call management techniques to provide call coverage and reduce call wait times

Repo IT Support Analyst Resume Examples & Samples

Drive resolution of problems impacting the Production environment, take ownership until fully resolved
Experience in supporting a dynamic environment and demanding user base
Good knowledge of Unix, Sybase, Oracle and Windows
Good knowledge of Unix scripting, Control-M and Excel data manipulation techniques

IT Support Analyst Resume Examples & Samples

1: Second-level trading IT support
2: Infrastructure management
3: Release management
4: Project management
Sybase and Oracle DB configuration and use (writing SQL and stored procedures, basic system administration, query review and optimization)
Communicate clearly and concisely, even under pressure
Think analytically and challenge preconceptions with evidence
Be excited by technology
Have a “Can Do” attitude
Work flexible hours depending on business demands (some early mornings, late nights & weekend work required)
Have the ability to travel to other regions and countries at times

IT Support Analyst Resume Examples & Samples

Experience supporting Windows 7 and higher
Good knowledge of graphic and 3D software from Adobe and/or Autodesk
Experience supporting Microsoft Office Suite (2007 and higher)
Knowledge of Microsoft Networking (e.g. TCP/IP)
Experience supporting PC hardware at a build level
Active Directory & Exchange Account Administration

IT Support Analyst Wmaq Resume Examples & Samples

Appropriately handle and track customer support requests via phone, e-mail, voice mail, IM, and in-person
Perform upgrades, resolve problems, and maintain end user PC’s and laptops for a 400+ population
Troubleshoot technically advanced hardware and software issues courteously and expeditiously
Recommend, install, configure and maintain network hardware (routers, switches, firewalls). Experience with SonicWALL and Cisco ASA
Bachelor’s Degree in Information Technology, Computer Science, Computer Engineering or relevant field
Minimum 5 years working in an enterprise IT environment supporting a large user base
Minimum 5 years in-depth experience with Windows XP Pro, Windows 7, Windows Server 2003/2008, Active Directory, Linux, Dell desktop and HP server equipment
Previous experience and knowledge of broadcast workflows and technology (studio, production control, automation)
Must be able to work overtime and on weekends with short notice as required
Strong interpersonal skills; ability to interface with all levels of management & user community
Knowledge of database fundamentals related to SQL Server
Knowledge of scripting languages
Must understand digital production and file based workflows
Solid understanding and experience with Storage Architectures (NAS/SAN),
Self-starter who demonstrates initiative and ability to work independently with little supervision
Able to quickly learn a broad array of technologies and apply that knowledge to real-world problems; effective under aggressive timelines and frequent high-pressure situations
Profound ability to juggle and schedule multiple tasks and demands on time
Excellent root-cause analysis and problem-solving skills
Proactive thinker / Self-starter / Innovative thinker
Ability to multi-task and complete assignments to meet deadlines
Customer Service focus and strong communicator with all levels of organization

It-support Analyst Resume Examples & Samples

Know how to use designated tools and techniques and follows agreed procedures to respond to incidents and service requests
Understand the business impact and accurately validates, categorizes and prioritizes incidents and service requests in line with procedures
Understand the core competencies of a production system support model
Understand the need to communicate with users effectively, empathetically and in a timely manner, demonstrating an understanding of their user's business area and function
Escalate complex service requests and incidents which could affect system availability
Make use of monitoring tools to proactively identify potential incidents, responding quickly and in accordance to agreed processes and standards
Provide timely and accurate information to enable root cause analysis on incidents
Correctly follow all policies and standards relating to change, release management and implementation activities
Maintain the documentation and procedures, tools and techniques relating to incidents, problems, capacity and availability management
Executes planned service improvements according to pre-defined design
Has a strong working knowledge of the Service Management tenants as defined in proprietary UBS standards and industry best practices as IT Infrastructure Library (ITIL) and COBIT
Proactively identify deficiencies and problems with existing services
Recommend improvements for products and services from a client-centric perspective
Ensure timely restoration of the service during incidents impacting the availability of IT Solutions
Understand the Service Catalogue product set and the SLA and OLA involved in the provision of a stable service to the clients
Have a full understanding of the front to back interaction of the various technical components used to deliver the service to the end users
Minimum Degree level applicant
Strong Command of both Japanese and English language with high level of written and verbal proficiency
A Minimum of 2 years' working within Wealth Management providing technical support, or alternatively in Asset Management and Investment Banking etc
Able to escalate to proper teams/managers under pressure and during crisis situations
Exposure to high pressure, high transaction volume environment
Experience in Incident Management procedures within a large organisation
Experience in supporting mission & time critical applications
Able to use/analyze log files and associated data to identify problems
Proven analysis skills and the ability to effectively liaise with other teams internally and externally
Good knowledge of the main support processes: service design, operation and transition
Good understanding of SQL, Unix and Windows
Relational DB experience (Oracle, Sybase)
Hands on ITIL/ Six Sigma implementation experience
Excellent communication skills and ability to interact effectively at all levels across technology teams
Can work well both individually or in a team by taking a collaborative approach to problem solving and delivery
Ability to drive change and influence at all levels
Organised, methodical and thorough with a detailed and structured approach to problem solving

IT Support Analyst Resume Examples & Samples

3+ years of IT Support experience
Ability to maintain organization in a fast paced environment
Well organized and able to effectively manage time and multiple tasks
Strong organizational and communication skills/attention to detail
Ability to multi-task & effectively prioritize workload in a highly dynamic environment
Windows Server 2003, 2008, 2012
Sonicwall Firewall installation implementation and support knowledge
Microsoft Office Professional (Excel, Word, Outlook, Access, PowerPoint, and Publisher)
Experience with Apple Mac OSX, Windows - XP, W7, W8, FTP, VPN, and File/Print sharing
Microsoft IIS, Microsoft Exchange Server, Microsoft SQL Server, and Microsoft SharePoint experience
Advanced Knowledge of networking, hardware, and software
Basic knowledge of Active Directory
Remote Administration using Log-Me-In and other tools

VP-research IT Support Analyst Resume Examples & Samples

L1 / L2 support inquiries related to Research Publications, supporting business users and external clients. Timeliness in answering queries and addressing/escalating issues when presented – Essential
Identifying common and recurring issues and reporting them to development teams – Essential
To understand the end-to-end Business and Process flow of publications and how they impact the business. - Essential
Excellent Written/Verbal communication skills
Knowledge management and sharing across the team around documentation on wiki pages, sharepoint lists, etc
To provide problem management tracking around incidents raised that are assigned to RTB and/or BTB teams, providing transparency
To understand and follow the firms change management policies, adhering to the guidelines put in place to prevent unnecessary risks
To be able to respond to alerts from infrastructure related monitors, addressing them with urgency and knowing how to debug/understand the issue
To have understanding of how to use and read scripts (i.e. Perl, UNIX Shell, etc.) – Current and sound
To be able to do basic start/stop of web servers using standard commands across Tomcat, JBOSS and Weblogic platforms, as well as other basic functions/commands
Perform release related tasks that are required for RTB team to perform; tasks may include file pushes/deployments, server restarts, etc
Knowledge of financial services/Investment banking
Knowledge of research publishing process/workflow
Knowledge of different asset classes e.g. Equity, Fixed income
Knowledge of scripting languages like Perl, UNIX shell script etc
Understanding of ITIL framework
Understanding of web servers (Tomcat, JBoss, Weblogic)
Experience working in a team-oriented, collaborative environment
Analytical and problem-solving abilities

Senior Client Service IT Support Analyst Resume Examples & Samples

Owning the technical integration function for on-boarding clients onto our PrimeView portal & file transmission infrastructure
Daily interaction with our global hedge fund and professional investor clients
Acting as a single point of contact for our external clients and internal Operation teams to provide a fast, efficient, streamlined and transparent on-boarding experience
Working closely with application development and support teams to provide scalable technical solutions for business problems
Educating internal and external clients on Credit Suisse's technical offerings
Monitoring and handling ad-hoc telephone requests or requests posted to group email address the team and assist through to resolution
Liaising with development & infrastructure teams on major application and infrastructure migrations impacting external clients

Senior Client Service IT Support Analyst Resume Examples & Samples

Being a point person for internal/external clients, managing, documenting, diagnosing, and escalating issues as required are all critical parts of the role
Issue capture phone/email/client visits
Documenting and recording requests and updating support procedures

IT Support Analyst Resume Examples & Samples

Good functional knowledge of Release Management processes
Understanding of SAP Transport mechanism
Basic knowledge of SAP job scheduling
Good knowledge of Tidal job scheduler
Functional knowledge of SOX requirements for Change Implementation an advantage
Excellent written and oral communication skills with strong interpersonal flexibility
Experience in SAP
Experience in SAP Functionality, SAP BASIS and the standard Transport mechanism is an advantage but can be developed

IT Support Analyst Resume Examples & Samples

Monitoring and hands on troubleshooting of Internet Systems in a 24/7/365 NOC environment. Will monitor and troubleshoot all internal (mail servers, other mission-critical servers) and external (ticketing datacenters – deployment and staging systems)
Professionally written communication skills needed with external vendors and TMCS partners to investigate problems
Must be able to work in a shift-based environment and have a flexible schedule
Prior NOC experience preferred
Prior experience working with an Enterprise ticketing system supporting a technical environment preferred

IT Support Analyst Resume Examples & Samples

Monitors the batch cycle including scheduled application based batch jobs, file exports and imports, data extracts and loads, and report generation
Ensures the IT system environment is monitored for correct operational status of critical functions and escalates to appropriate resources both internally and externally
Responds to alerts from system, network, application, or database monitoring. Decides on a course of action and invokes next level of support as necessary to resolve issues
Detects error conditions and applies appropriate remedies or escalates to appropriate technical tier. Review source of failures, remediates, restarts when possible and escalates when necessary to resolve issues
Documents all operational activities including trouble tickets, production support activities, and any other tasks in accordance with published IT procedures
Sends notifications to designated recipients for missed SLA’s following department policies and procedures
Responds to support tickets and assists requestors in resolving reported issues using standard help desk procedures. Manages and assigns tickets in accordance with IT procedures and defined SLA’s
Setup and configure PC, laptop, and thin client systems. Apply user additions and deletions in Active Directory and administer various vendor applications
Must be willing to work nights, weekends, and be flexible to alter shifts as needed
High school diploma with a concentration in a technical discipline, two-year technical degree, or bachelor’s degree in a technical discipline. Technical experience may be substituted for academic credentials
Prefer a minimum of 1 year direct experience in technical or help desk environment
Should have strong problem solving skills to function in a highly complex and detailed environment
Ability to maintain effective communication and working relationships with co-workers. Have the skills to work as part of a team, as well as independently with limited supervision and with people of diverse backgrounds
Technical knowledge of current computer hardware (laptop and desktop), peripheral hardware (printers, iPhones), networks, and MS Windows preferred
Exposure to business applications and concepts such as web applications, SQL databases, data warehouses, batch processing, and user provisioning
Be a self-starter, dependable, and accurate with a strong attention to detail and organization. Must be able to work well under pressure

IT Support Analyst Resume Examples & Samples

Ability to work as a member of a team
Good skills in personal work organisation
Good technical knowledge of LAN's and PC's
Good analysing and designing skills
Open to acquiring or already has Mac knowledge
Experience in and knowledge of basic network monitoring and operation procedures
Experience working with external suppliers/vendors
Tertiary qualifications in IT and/or relevant industry experience
Experience in User Support and training

Senior Finance IT Support Analyst Cts Resume Examples & Samples

Utilizes knowledge of service level delivery to offer superior service
Perform Impact analysis of the reported issues or risks and try to find root causes and solve the issue by going through the business and systems workflow
Planning and execution of proactive non-ticket tasks (such as automation or tool implementations)
To provide weekend support related activities in partnership with other team members
To work as strong team player
4 � 6 years of working experience
Database � SQL/Sybase/Oracle
Basic knowledge of programming languages � JAVA or C++ will be plus
Knowledge of the Financial Services Industry
Knowledge of scheduling tools � Autosys & cron
Experience of functional/technical support / investment banking environment desirable
Work Experience in Informatica/ETL or Business Objects will be plus
Hands on support knowledge of Ledger system will be a plus

IT Support Analyst Gateway One Lending & Finance Resume Examples & Samples

Monitors the batch cycle including scheduled application based batch jobs, file exports and imports, data extracts and loads, and report generation
Ensures the IT system environment is monitored for correct operational status of critical functions and escalates to appropriate resources both internally and externally
Responds to alerts from system, network, application, or database monitoring. Decides on a course of action and invokes next level of support as necessary to resolve issues
Detects error conditions and applies appropriate remedies or escalates to appropriate technical tier. Review source of failures, remediates, restarts when possible and escalates when necessary to resolve issues
Documents all operational activities including trouble tickets, production support activities, and any other tasks in accordance with published IT procedures
Sends notifications to designated recipients for missed SLA’s following department policies and procedures
Responds to support tickets and assists requestors in resolving reported issues using standard help desk procedures. Manages and assigns tickets in accordance with IT procedures and defined SLA’s
Setup and configure PC, laptop, and thin client systems. Apply user additions and deletions in Active Directory and administer various vendor applications
Must be willing to work nights, weekends, and be flexible to alter shifts as needed
High school diploma with a concentration in a technical discipline, two-year technical degree, or bachelor’s degree in a technical discipline. Technical experience may be substituted for academic credentials
Prefer a minimum of 1 year direct experience in technical or help desk environment
Should have strong problem solving skills to function in a highly complex and detailed environment
Ability to maintain effective communication and working relationships with co-workers. Have the skills to work as part of a team, as well as independently with limited supervision and with people of diverse backgrounds
Technical knowledge of current computer hardware (laptop and desktop), peripheral hardware (printers, iPhones), networks, and MS Windows preferred
Exposure to business applications and concepts such as web applications, SQL databases, data warehouses, batch processing, and user provisioning
Must have good verbal and written communication skills
Be a self-starter, dependable, and accurate with a strong attention to detail and organization. Must be able to work well under pressure

IT Support Analyst / Desktop Support Analyst Resume Examples & Samples

Operating system and application support, process improvement initiatives and ensuring the maintenance of bank-wide standards for desktop services
Providing face to face support on a helpdesk oriented service
Communicating with colleagues and clients in a clear and concise manner
Undertaking co-ordinated incident management in liaison with other operational teams
Understanding the business processes and priorities. Ongoing training for this will be provided
A professional and highly focused client service approach
Excellent interpersonal and communication skills - both written and verbal
Knowledge of Laptop, mobile device, and peripheral device installation and support
Sound knowledge of supporting Microsoft Technologies (Windows 7, Office 2007, Active Directory, Exchange)
Ability to support and troubleshoot issues with technologies including but not limited to: Networking (TCP/IP,DNS, Cabling, Wireless), Remote Access Connectivity (iPass/VPN), IP Telephony
Demonstrate commitment to standards & procedures
Willingness to own and be accountable for problems until satisfactorily resolved
Team Player with an aptitude to use initiative

IT Support Analyst Resume Examples & Samples

Hardware maintenance, non Finacle software maintenance and support on all PCs, Laptops, printers, faxes, photocopiers, UPS
Video Conferencing maintenance
Audio Visual and Voice recording Equipment maintenance
Telephone systems at King Street,
Hasilwood House, all Branches
Reuters & Bloomberg support
Coordination with IT for logistics including for BCP and DRP
Request Management System for Hardware
IT oriented project implementation & monitoring
Implementation of IT orient SLA

Apprentice IT Support Analyst Resume Examples & Samples

Collate and track voice, network and audio video service requests for WBSL Productions and Tenants ensuring timely delivery of services
Provide assistance to the IT Support Analysts with their daily duties
Work in a team of IT Support Analysts to provide on-site IT support at Leavesden for all WB corporate users, predominantly desktop hardware and software (PC and Mac), but with a good level of working knowledge of all key infrastructure components (servers & networks), applications including e-mail, file & print and voice services
Provide on-site assistance to global server and network teams as and when requested
Under direction of the Leavesden Operations Manager, gather IT requirements, liaising with London-based Infrastructure team
Ensure organisational adherence to IT policies, procedures and standards
Ability to cope under extreme pressure from clients and colleagues, responding quickly and appropriately to requests, using own initiative and be prepared to ask for help and advice when necessary
Effective team working is essential in this role, demonstrating strong team orientation, ability to work closely and well with other team members
Resilient, tenacious, flexible, diplomatic, committed with strong interpersonal skills and a willingness to get involved
Must have the ability to prioritize and handle multiple tasks and own workload using a common sense approach
Ability to think ahead and anticipate needs of the department and remain calm under pressure
Commitment to gaining your apprenticeship qualification through attending college when required and completing related work
Able to find information and resources as required
Effective team worker - able to manage relationships effectively and work collaboratively within a diverse team
Able to use systems and adopt new technologies
Understands the importance of Warner Bros. Studios Leavesden values, policies, procedures and guidelines, including Health & Safety guidelines

Senior IT Support Analyst Resume Examples & Samples

Provide technical support to all staff
Manage the joiners and leavers process ensuring systems and access requests/removals are dealt with promptly and securely
Managing break/fix helpdesk workload – prioritizing, addressing and resolving issues
Act as the point person responsible for any technical support issues that might arise across the business
Manage the allocation of building access security cards and CCTV monitoring
Manage access to the Google Apps suite of services and creation/deletion of distribution groups
Manage all video production IT hardware such as external hard drives (NAS and Mobile HDD), SAN archive, LTO recorders, DDP server and laptops (Mac & PC)
Maintain all printers and managing toner cartridge supplies, changing when needed
Install software packages on desktops/laptops as needed
Request pricing from established suppliers for software and hardware as needed
Make sure all software is kept up-to-date, patched & licenses maintained (Mac & PC)
Escalate issues to third parties (internal and external) and manage through to resolution
Assist with operation of A/V equipment for meetings in conference room
Provide support for 5x Adobe Premier edit suites
Develop close working relationship with the external IT consultant and IT management at parent company
Implement IT policies in line with group IT practice
Proactively managing the IT estate
Ad Hoc Project management for IT-related work
Analysis work required for IT projects
Solid IT Support experience
Strong background across both Mac and PC systems and interfaces
Network and communications experience (wireless access points, VPN, telephony)
Experience of working in AV & Broadcast environments is useful but not essential
Excellent time management, prioritisation and organisational skills
Ability to work with short deadlines and under pressure
Integrity, honesty and discretion
Ability to take ownership of a problem and ensure its resolution

Senior IT Support Analyst Resume Examples & Samples

To deliver excellent 1st , 2nd and 3rd line support to a user base of over 450 staff
Manage software installations and upgrades
Network administration using Active Directory, VM Ware, Exchange, SQL and Core applications
Manage Backups and Disaster Recovery site
To be part of the structured training program to staff to ensure that a level of IT competency is achieved across the firm

IT Support Analyst Resume Examples & Samples

Select and integrate applications as required
Repair when practical or control the repair of hardware problems relating to PCs and Unix computers
Bachelor’s degree in Computer Engineering and proven hands-on experience in Windows/Intel environment
Minimum of 1 year experience in a Manufacturing setting preferably Automotive Industry
Proven hands-on experience in Windows/Intel PC environment and familiarity with PC hardware and software, current and legacy Windows versions of desktop and server operating systems, MS Office - Word, Excel, Access, and Powerpoint
Proficiency with a wide range of software installation and licensing tools and processes
Installation, configuration, optimization troubleshooting License management software (LUM, Privilege Manager, and FlexLM) and Internet access control software Surfcontrol
Excellent people interaction skills

IT Support Analyst Resume Examples & Samples

3+ yrs experience with Cisco IP Telephony and Contact Center Support environments including advanced administration and server builds
Working knowledge of Microsoft SQL or other databases
Ability to produce process, procedures and technical documentation
Ability to provide 2nd and 3rd level infrastructure support including on-call after hours support
Ability to maintain a positive attitude while working with high demands and short deadlines
Self-motivated, with strong sense of ownership and urgency to resolve incidents/deliver projects and tasks on time

Front Office IT Support Analyst Resume Examples & Samples

Support of mission critical trading systems for traders and clients
Ownership of software releases into test, demo and production environments
Be pro-active in process improvement/automation to resolve regular operations issues
Experience in a customer-facing, technology focused role
Excellent numerical and problem solving skills
Experience working with complex systems, solving live production issues
The ability to work well under pressure to complete tasks in a timely and accurate fashion attention to detail is essential
Experience in software release management desirable
The ability to work collaboratively in a team and under the direction of senior technical and business staff
An enthusiastic can-do attitude and a desire to take ownership of assigned tasks and issues
Exposure to Market data processes highly regarded
Exposure to the financial markets would be a definite advantage, but is not mandatory
ITIL training would be an advantage

IT Support Analyst Resume Examples & Samples

Day to day site wide delivery and support of Infrastructure Services including e-mail, print, voice and infrastructure based applications, desktop, audio video including associated hardware
Working in a team of IT Support Analysts to provide on-site IT support at Leavesden for all WB corporate users, productions and permanent tenants predominantly desktop hardware and software (PC and Mac), but with a good level of working knowledge of all key infrastructure components (servers & networks), applications including e-mail, file & print and voice services
Monitor all IT asset activity (installs, moves, adds and changes) to ensure an accurate asset inventory
Providing on-site assistance to global server and network teams as and when requested
Foster and maintain a good working relationship with various IT outsource groups including the global Helpdesk and offshore technical teams
Assist with knowledge management for the Helpdesk, identifying gaps in their knowledge and providing relevant assistance
Maintain technical documentation, including training guides
Participate in IT projects as and when appropriate
Under direction of the Infrastructure & Operations Team Lead, gather IT requirements
Adhoc generalist IT support
Experience of working within or alongside outsourced IT teams
Demonstrable experience of working within an ITIL service management environment
Demonstrable service desk experience
Working in the media sector, preferably in the film/television production industry
Strong experience in a customer service orientated environment
Comprehensive knowledge and experience of PC (hardware & software) including Windows and Mac operating systems
Good working knowledge of network (LAN/WAN/WLAN) connectivity and support including troubleshooting and testing
Printer / MFD configuration and support
Demonstrable knowledge and experience of core applications, including MS Active Directory and Exchange
Demonstrable knowledge and experience of telephone systems and VoIP
Demonstrable analytical and problem-solving abilities
Capable of establishing and maintaining strong working relationships at all levels and providing a professional, accurate and timely service at all times
Able to be flexible with regards to working hours. The role supports productions and Studio Tour that operate outside of standard business hours
Proactive, punctual, flexible, follows instructions and/or lead other team members if required, responds to management direction and solicits feedback to improve performance
Strong sense of urgency when dealing with priority items
Willingness to use initiative to add value to the organisation
High degree of accuracy and attention to detail at all times, even with the most routine tasks
Excellent communication skills; both written and verbal
Experience working in a fast-moving and very busy environment
Flexible, resilient, tenacious and committed
Able to work on own initiative, as well as part of a team
Professional appearance/attitude
Articulate and assertive
Strong team orientation; ability to work closely and well with other team members
Certifications in MSCE or equivalent
Recent experience and/or knowledge of ITIL and associated tools

IT Support Analyst Resume Examples & Samples

BCM Definition
Change Planning and Calendar
End of Life management
Technical Support Solutions
Advanced Troubleshooting
Act as 'production gatekeeper' for CTB, ensuring production stability
Excellent verbal communication and problem solving capabilities
Experienced at running Projects of varying complexity and duration
Communicate effectively with both CTB and the L2 Support teams
Plan and implement smooth production releases
Diagnose problems, define and co-ordinate the implementation of solutions individually and with other global group members
Develop a broad knowledge and understanding of technology and business related items in order to identify and prioritise issues and their solution
Develop and implement tools to maintain, monitor and troubleshoot UBS Investment Bank applications and infrastructure, automating where applicable
Self-driven, motivated, goal oriented and able to take full responsibility for actions
Knowledge of front to back trade flow/Operations processes would be a plus
Understanding of FXMM Trading/Settlement in Investment Banking would be a plus

IT Support Analyst Resume Examples & Samples

Sybase - 12.5/15.x (10 years) - Senior Sybase DBA
Detail knowledge of Sybase ASE v15.X, 12.x,
Detailed knowledge of Sybase Replication Server
Experienced in administration of a Sybase database/Repserver production enterprise database environment
Strong Performance and Tuning capabilities
Troubleshooting problems real-time issues
Experience in application support – awareness of application related subject areas, i.e. optimizing client connectivity, knowledge of different clients, etc
Weekend/After hours Level 2 Support
Working knowledge of Enterprise Infrastructure: SAN, Networks, Hosts, Solaris/Linux
Scripting using Ksh/Perl/Sybase TSQL
Knowledge of Oracle 11G/RAC, MSSQL Server
Financial Industry experience
Well organized, responsible, good verbal and written communication skills

IT Support Analyst Resume Examples & Samples

Involvement with the integration of systems in to the company departments
Testing of software and computer systems prior to implementation, and monitoring post implementation
Maintenance and update of controls and procedures for area(s) of responsibility including appropriate updates to the Controls and Procedures Manuals
Network monitoring
Testing the network for weaknesses and implementing controls to mitigate vulnerabilities
Installing and implementing security programs
Ensuring all relevant updates are applied
Assist in evaluating implementation of network management software
Liaise with IT third party suppliers where appropriate
Work with departments to implement change, promote best use of systems and generally improve the overall technology experience
Provide training on effective use of computer systems
PC and user support
Running reports, batch jobs and period ends (daily, monthly, quarterly annually), including checking/running back-ups
Acting in an administrator role for product and data set-up
Checking HBS website for accuracy of all areas of responsibility and informing key stakeholders of changes required
Checking daily logs
Monitoring network traffic and bottlenecks, suggesting solutions to issues
Support users of ProVision, Microsoft Office and other third party applications in their day-to-day functions
Designing and writing SQL reports as required (using both Oracle and Access SQL)
Support and develop various Access databases using Visual Basic
Involvement in ad hoc projects
Proactive and driven
Previous experience in a similar role - Essential
Microsoft Office - Excellent Excel Skills - Essential

Macro Risk IT Support Analyst Resume Examples & Samples

Demonstrable experience of working in a trading environment or working on a support desk in that environment, specifically with strong Fixed Income or Macro business experience
2nd line / technical level application support experience. (NOT 1st Line or Batch Management)
Experience of supporting both tactical and enterprise trading systems
Good SQL (Oracle/Sybase)
Windows Server (some knowledge)
Structured, methodical approach
Work well under pressure – be prepared to ‘go the extra mile’ when required
Zero tolerance for failure
Self starter and able to prioritise & multi task between several issues

IT Support Analyst Resume Examples & Samples

Diagnosing production issues and performing root cause analysis, health checks and attending to service request daily
Supporting the Enterprise Services & Identity environments and keeping up to date with the latest patches and code versions
Follows the incident process, tracks and reports on the status as it occurs, identifies the root causes and resolves
Performs deployment tasks
Participate on out of hours on-call support (rostered)
Solid operations / production support experience
Good understanding of Integration and Messaging technologies and architectures is desirable
Tertiary Qualifications in computer science or related area or relevant experience
Ability to clearly communicate (written and verbal) with technical and non-technical people
Ability to work in fast paced and dynamic environment

IT Support Analyst Resume Examples & Samples

Provide day-to-day support for employees on issues as necessary. Including, but not limited to, software installation, password resets, printer connections, network connectivity
Analyzes and resolves incidents and requests regarding use of application software or hardware
New employee setup and orientation
Provide tier II website support - Log/Troubleshoot/Escalate issues as they come in. During peak times, monitoring of the website, mobile site and mobile app will also be required
Maintain asset management systems and tracking changes for both Windows and OS X assets
Troubleshoot basic network issues for VPN setup
Take ownership of user problems and follow up on the status of incidents on behalf of the user and communicate progress in a timely manner
Publishing support documentation to assist staff with requests for information & provide staff training if required
Basic Active Directory knowledge. Unlocking user accounts, reset passwords, permission access etc
Education in computer systems and technologies or equivalent work experience is required
Understanding and experience with IT HelpDesk processes, service management, and related industry best practices and standards
Demonstrated knowledge of basic troubleshooting skills for OS X and Windows 7 hardware and software
Motivated to learn and advance in the IT field
Strong Customer Service skills with a "can do" attitude are required
IT helpdesk experience

IT Support Analyst Resume Examples & Samples

Provides 1st and 2nd level technical support for IT hardware and software
Provide executive support for a limited number of senior executives
Exercises empowerment and judgment within defined procedures and practices to determine appropriate action
Properly document resolved incidents into the ServiceNow system
Update workstations / laptops’ operation system images as needed
Build & deploy hardware to end user community as part of the provisioning process
Recommends hardware and software solutions, including new acquisitions and upgrades
Provides updates in ServiceNow to assist in management of hardware inventory to ensure asset control, proper deployment and maintenance
Assist in software rollouts and project / technology delivery
Collaborate with other Global IT teams to resolve issues and participate in projects
Ensure timely communication & resolution of issues to agreed SLA
Ability to diagnose and resolve issues with Windows 7, Apple, and a variety of PC applications
Liaison with key 3rd party suppliers and internal resolver groups when needed
Provide reports on customer service issues
Provides support when offices are built and/or relocated
As a member of the Global Customer Support team, support the implementation of the global desktop support standards, processes and documentation
Delivery of standard and non-standard solutions and services to all locations
Communicate with other internal service departments
Ensure that Provisioning requests are managed and deployed timely and efficiently
May conduct training programs designed to educate an organization’s computer users about basic and specialized applications
Communicates highly technical information to both technical and non-technical personnel
Any other ad hoc responsibilities as requested by the Director – Global Desktop Operations and Engineering or IT Services Manager
Deliver the same service (on site) to the Eurosport office in Amsterdam on a bi-weekly basis. In cases where presence is required for migrations, projects or incidents with high impact you might need to provide service to the Eurosport outside the bi-weekly basis

Risk IT Support Analyst Resume Examples & Samples

Support ticketing - problem understanding and resolution with minimal critical issues to regional teams or L2/L3 teams
Planning and execution of non-ticket tasks (such as automation or tool implementations) as per the agreed commitments
Raising Incidents and following it up to closure
Minimum 5 years of working experience
Experience in Unix, Databases, Shell/Perl scripting, SQL
Minimum 5 Experience in support business users as well working with development teams
Experience of using tools such as Remedy/Service Now (Desirable)
Technology skills: Unix, SQL, Database , Shell/Perl Scripts, Autosys
Business knowledge: Basic understanding of financial markets, and products bonds, stocks etc
Service management: Problem / Incident management, change management

IT Support Analyst, Luxembourg Resume Examples & Samples

Analyzing, categorizing and resolution of application related incidents
Defining workarounds for known errors
Gathering, analyzing, storing, maintaining and sharing knowledge information (maintenance of knowledge DB)
Initiate pro-actively application and process improvements to avoid problems from reoccurring
Technical parameterization / customization of applications (not requiring access to source code)
Production interventions / data corrections / defined & standardized bulk uploads / ad-hoc data queries
Software Component Management
User Acceptance Test support
Release Implementation support
User Application Documentation creation and maintenance
User Trainings (for new users and for new software functionalities)
Minimum 3 years professional experience in banking industry
Excellent communication, interpersonal and organizational skills are required
High responsiveness and client orientation, high commitment to client service
Capability of understanding client needs and translating them into solutions
Ability to work in a team as well as independently and under pressure
Willingness to learn in a fast paced environment
Profound banking and custody know-how as well as OBS know-how are a pre-requisite
Fluent in English and German. French and Luxembourgish being considered as an asset

IT Support Analyst Resume Examples & Samples

Operating system and application support, process improvement initiatives and ensuring the maintenance of bank-wide standards for desktop services
Communicating with colleagues and clients in a clear and concise manner
Undertaking co-ordinated incident management in liaison with other operational teams
A professional and highly focused client service approach
Excellent interpersonal and communication skills - both written and verbal
Knowledge of Laptop, mobile device, and peripheral device installation and support
Ability to support and troubleshoot issues with technologies including but not limited to: Networking (TCP/IP,DNS, Cabling, Wireless), Remote Access Connectivity (iPass/VPN), IP Telephony
Demonstrate commitment to standards & procedures

IT Support Analyst Resume Examples & Samples

Accountable for client facing WM&SB and Global AM Switzerland applications running on Windows Server 2003 & 2008 OS
Incident, and problem management
Software testing, integration and deployment
Coordination of implementations with all our stakeholders
Managing of application changes via change management process
Manage the availability of our systems with MOM/SCOM
Establish cost reduction and efficiency options

Senior IT Support Analyst Resume Examples & Samples

Strong communication skills, both verbal and written, are essential in order to interact with support groups, clients, and vendors
Experience and a sound understanding of application and infrastructure environments -including an excellent understanding of IT concepts (ITIL) and Vendor interaction
Experience interacting with TD Technology Solutions partners and the many Lines of Business
Incident / Problem and Change management practices
Self-starter who is willing to offer / share ideas for continuous improvement

IT Support Analyst Resume Examples & Samples

Experience supporting users in a Win 7 environment
Experience working in a professional service organization
Able to troubleshoot Microsoft Office 2010
Active Directory skills
Strong interpersonal skills $

IT Support Analyst Resume Examples & Samples

Websphere
Java/Java Script
Network (load-balancing/F5)
Windows Server cluster
AngularJS
NodeJS
REST API
JBOSS
JBPM would be preferred

IT Support Analyst Resume Examples & Samples

Minimum HNC or equivalent in Information Technology or if other qualification then further experience and demonstrable knowledge will be required
Support of Windows 7, MS Office and a wide selection of business applications
Demonstrable knowledge of IT security, Data Protection and IT best practice
Support of Active Directory administration
Experience in use of Call (Incident) Management software
Experience in providing Remote Support and Remote Working solutions
Knowledge of ITIL processes and practices

IT Support Analyst Resume Examples & Samples

Provide first line response for users requiring assistance with information technology issues and problems
Respond to requests for technical assistance by telephone, email or help desk management system
Track issues to resolution updating the internal knowledgebase and/or communication learning’s with relevant departments
Act as a liaison between customers and technical escalation teams
Research, analyze and evaluate business system application features and functions against current and future business objectives and goals
Coordinates the functional requirements of the business system(s) with management and assists in the determination of the appropriate technical solution
Identifies ways to customize and enhance current business application(s) to meet the functional needs of the business line
Maintain procedure documents, forms, setups, tables, etc. as required
Run daily, monthly and weekly processes as required
Must be a team player and willing to teach and to learn
Must be fluent in English and French
Flexible Work Hours
1 year of Help desk or call center experience
Experience managing user access permissions
High school diploma, general education degree or equivalent. Degree in computer science a plus
Working knowledge of fundamental operations of relevant computer applications
Knowledge and experience of customer service principles and practices
Problem analysis and problem solving skills
Excellent written, oral and listening skills
General PC skills with working knowledge of Microsoft Office including Word, Excel, Access, PowerPoint, and Visio
General working knowledge of all popular web browsers
Stress tolerance
Ability to work additional hours as needed

O&t-it Support Analyst Resume Examples & Samples

University degree in Information Technology or related disciplines
Minimum 2 to 5 years practical experience in banking system and ATM support service
Knowledge in application support on various technology platforms - Windows/Unix servers/Web based
Good command of written and spoken English and Chinese

IT Support Analyst Resume Examples & Samples

Lead the analysis, interpretation and remediation of negative availability trends across NACCMS/TDI TS to improve customer experience
Routinely analyze data center service costs levied on NACCMS/TDI TS; identify save opportunities, continually monitor consumption, deliver cost savings
Define and manage processes to monitor end-to-end consumption and predict future capacity demands on key NACCMS/TDI technologies

GPS L IT Support Analyst Resume Examples & Samples

Problem Resolution – reactive problem investigation, diagnosis & resolution. Participate in post mortem activities for any breaks in system availability. Carry out root cause analysis of problems and implement solutions to prevent repeat reoccurrence
Problem Analysis – carry out trend analysis to identify recurring problems. Take the necessary actions to resolve the issues to prevent repeat occurrence
Change Management – participate in change review meetings (Change Authorization Forum) to review Application Development and ITI changes impacting defined application sets
Application Management Standards – define and implement best practice operational standards (e.g. standardized monitoring, logging, escalation, scheduling). Work with Application Development Managers from the outset of a new project to ensure that it is implemented in line with current standards
Application Availability - partner IT Infrastructure and Application Development to proactively improve application serviceability, reliability and scalability
Product Evaluation & Implementation – work with Architecture team and IT Infrastructure to identify and implement new products that will increase operational robustness and efficiency
Technical Documentation – review and amend technical documentation such as support and disaster recovery procedures to ensure that they are kept up to date
Batch Management – resolve batch problems. Optimize batches by improving efficiency and implementing scheduling changes
Performance Monitoring & Enhancement – work with IT Infrastructure to ensure that all relevant metrics for server performance and capacity are available. Use metrics to maintain and enhance system performance
Staff Development & Training – mentor junior staff in resolution of complex issues. Provide technical training and guidance to other members of team
A support analyst is expected to have 2 years of Application Support experience, preferably in a Finance or Banking environment
Knowledge of relational databases is important. The analyst should have the ability to construct and execute complex queries on the database
A working knowledge of Wintel is essential. A working knowledge of unix is desirable. The analyst should have the ability to carry out tasks including but not limited to navigation around directories, reading and editing files, running of scripts and searching for strings in a file
Must have good analytical skills and be ability to investigate the source of a problem across several different systems if required
The ability to pick up new information quickly and work independently is critical
Any scripting experience is a nice to have rather than being essential
Please note that our team does not carry out any programming changes
Excellent verbal and communication skills. Able to translate complex technical issues into plain English, easily digestible for customers and stakeholders

Senior IT Support Analyst Resume Examples & Samples

Overall accountability for the delivery of the System Design Specification (SDS) and responsible for detail system and application design
Lead and conduct code reviews to ensure quality, standards compliance, reusability and ease of maintenance
Lead the creation of a comprehensive end-to-end solution and coordinate with Solution architects and other Solution Designers, as required
Provide technical leadership during the life of a project/initiative
Create and maintain quality code, ensure defect free programming consistent with standards; provide code maintenance and support during testing cycles and post-production deployment and participate in reviewing peer coding
Design, review, and integrate all application requirements, including functional, security, integration, performance, quality, and operational requirements
Comply with the system development life cycle (SDLC) and project management methodology (PMLC) - including development of project documentation of system requirements, estimates of scope and cost, etc
Fully understand the capabilities and limitations of the technical environments that come with any packaged software used by the project
Review and integrate all application requirements, including functional, security, integration, performance, quality, and operations requirements
Identify, recommend, source, negotiate and implement improvements/solutions (buy/build/reuse) to enhance stakeholder experience and/or reduce cost in support of business needs
In conjunction with the overall Technology Solutions Architect, assist the Application Owner and Application Manager by providing effort estimates for new projects and initiatives
Work with the Technology Managers, and other team members to define metrics and performance goals for the application
Support the build phase to ensure adherence to the software architecture
Bachelor’s or Master’s degree in Engineering or computer sciences or equivalent work experience
10+ years of hands on experience with Oracle OBIEE and Informatica software with at least 5 of those years in a Financial Institution is a must
Minimum 5 years of Database Management/Administration with Oracle DB and/or MS-SQL
Possess a broad technical understanding of DW/DM/ETL/BI applications, technologies, data models, and processes, including user environment, applications, software, hardware, programming languages and operating systems
Strong knowledge and experience in the use of SDLC methodologies
Knowledge of business/organization, FI standards, infrastructure, architecture and technology in related areas from a design/support/solutions perspective
Works independently and/or autonomously on a diverse range of tasks and is relied upon to coach/educate others
Ability to act as a lead technical development expert and subject matter expert for a business application and/or a specific technology
Highly flexible and able to quickly adapt to changing priorities
Highly organized, self-motivated, customer oriented and be able to work independently as well as within a team and with internal business and technology partners at all levels of the organization
Excellent problem solving and attention to detail. Able to manage multiple deadlines/projects and keep key players informed
Excellent written and verbal communication skills with good presentation skills
Support a positive work environment that promotes quality, innovation and ensures timely communication of issues/points of interests
Strong leadership skills with the ability to build strong relationships with business partners, vendors and IT teams

Primary HP Senior IT Support Analyst Resume Examples & Samples

Manage access for users, groups and projects
Perform analysis on ALM logs and use problem solving techniques including root cause analysis for issues
Utilize SQL and VBScript programming to build/maintain ALM dashboards (Excel)
Integrate ALM with third party products such as Jira, Nexus and Jenkins
Create user defined fields for ALM entities such as Requirements, Tests, and Defects
Use Libraries and Baselines to copy requirements and tests to master ALM project
Configure auto mail rules
Complete Migration of legacy projects
Perform ALM Patches & Upgrades
Generate Monthly Operational Reports
Completes tickets on ALM Administration, Customizations, Maintenance & Extract Reports
Well versed in writing macros in ALM
Maintain App/web and database Servers
Monitor server performance/usage/logs/backup
Upgrade ALM to the current version
Troubleshoot and resolve outstanding issues
Ongoing administration and support
Ongoing support of new user setup and training

Senior IT Support Analyst Resume Examples & Samples

Troubleshoot functional and performance issues, and document root cause and remediation, engage other teams to drive issues to resolution
Monitor various scheduled batch jobs, health dashboards
Respond to customer requests (e.g. data changes, data import / export, access requests)
Perform configuration changes in production environments
Maintain technical and business documentation (e.g. training, troubleshooting, deployment procedures)
Available on a rotational on-call basis for managing incident resolution, potentially including weekends

IT Support Analyst Resume Examples & Samples

Monitor the Market Risk System and Counterparty Credit Risk System to ensure the risk reports are produced on time
Ensure that all key elements of the service level agreements are met
Co-ordinate the implementation of support and project changes into the systems
Provide system expertise to our technology partners and business support groups
Troubleshoot, and provide recommendations in solving applications and system issues
Maintain and enhance documentation for software as it relates to problems, standards, procedures, and processes
Provide support for a wide range of clients, products, and systems in a fast pace, dynamic and evolving environment associated with the risk technology industry
Experience in UNIX operating system, shell scripting, Oracle, MySql and Perl
Problem solver with excellent analytical, verbal, and written communication skills
Exceptional interpersonal, analytical and communication skills
Extremely self-motivated and team-oriented - works well with other team members and keeps all relevant individuals, including management, up to date in a timely manner

IT Support Analyst Resume Examples & Samples

Recording, categorizing, prioritizing and monitoring the status and progress towards resolution of assigned incidents
Follow standard procedures to ensure compliance with audit and security requirements
Report on SLA, environmental statistics and application behavioural trends
Perform and coordinate application deployments to production environments as required

Senior IT Support Analyst Resume Examples & Samples

Lead the analysis, interpretation and remediation of negative availability trends across CAMS/TDI TS to improve customer experience
Proactively analyze key applications, incidents and environments for availability risks, drive remediation, reduce risk of customer impact
Define and manage processes to monitor end-to-end consumption and predict future capacity demands on key CAMS/TDI technologies
Assist in the development of executive and manager type reports
Level 2 server based application support of CAMS/TDI business line applications across all production and test environments
Perform non-standardized complex tasks for Major Incidents (MIs) and P1, P2, some P3 and P4 incidents and service requests
Support change management process as needed
Perform higher complexity operational and preventive maintenance tasks
Execute complex remedial and unscheduled urgent changes
Perform higher complexity, non-standard deployment functions
Configuration and deployment activities for medium complexity projects

Senior IT Support Analyst Resume Examples & Samples

Support daily business operations and regular users of Murex application
Develop and maintain excellent working relationships with the FX Metals trading and sales users, Operations & Finance, Treasury Credit, CMRM, ITS and the vendor
Provide required expertise to all users of Murex, vendor based system and book of record for TD’s FX Options and Global Metals derivatives
Provide documentation and expertise for new products, processes, and enhancements to all users
Develop ad-hoc reporting tools for all business groups
Periodic on-call support and shift work required
Strong written and oral communication skills with an emphasis on translating complex

IT Support Analyst, Europe Resume Examples & Samples

Ensure local IT closets are operating effectively; ensure servers are patched, backed up and available
Delivery of systems and operations services against key metrics and SLA’s
Manage the delivery of network, voice, mobile and video services by internal and external partners for services into Corporate and Retail stores
Ensure all desktops / laptops are patched and connected to the Tory Burch domain and running the correct policies
Make quotations of goods/services in accordance with internal control rules
Assembling and test new equipment before sending to stores
Co-ordinate and ensure the implementation of all necessary IT equipment required to ensure the successful and on time opening of all stores in Europe
Register new equipment and software for warranty compliance
Provide IT support to retail stores in Europe as required
Partner with the Regional Retail Managers in region as well as the internal associated customers
CCIE Network Certified preferred
Microsoft MCSE Certified preferred
Experience of dealing with 3rd party providers
Maintenance of ERP and POS solutions
At least 1 year experience in cabling and networking
Fluent in English. Additional European languages welcomed
Experience of working within a small IT Infrastructure Team
Experience with interfacing with global management team

IT Support Analyst Resume Examples & Samples

Knowledge of programming and development in the technology and environments used by RISK applications is required
Mainframe batch processing using SAS programming and JCL
Distributed UNIX environments with UNIX scripting, SQL, SAS programing and SAS tools
Knowledge of programming and development in the technology and environments used by our Risk business partners is preferred
Distributed Windows environments with SQL 2008 and Business objects
Knowledge of project Lifecycle (PDLC)
Be primary support contact for all technical issues with regards to our applications. This will require some off hours work as needed to manage / resolve technical issues when they arise
Collaborate with business leaders and IT partners ensuring that management is kept informed and that problems and issues are resolved or escalated appropriately and clearly communicated and documented
Partner with Business and Technology teams, eliciting business and functional requirements for projects as well as small enhancements to support a full Retail Risk solution
Contribute to project estimates for all requests based on scope and/or requirements
Prepare technology responses to business concepts, in collaboration with IT Solution Designers, Architects and Technology Project Managers
Contribute to the development of project plans by providing input to project charters, project deliverables, cost/benefits analysis, time line estimates, scope and control
Assist with the prioritization of project requests and ongoing change requests
Support system implementation and production readiness, inclusive of post-implementation support, by liaising with technology teams and the business
Contribute to the development of PAT and Deployment strategies/plans. Participate in pre and post implementation reviews, ensuring all technical solutions have met business requirements
Act as backup for other members of the application group

IT Support Analyst Resume Examples & Samples

Receive, manage and process incoming support calls, chat messages and emails
Achieve and maintain a high level of client satisfaction with the service provided
Investigate and solve business and software issues to the satisfaction of clients
Assist with the entry and maintenance of information recorded in the support offerings, such as, Knowledge Base entries, Fact Sheets, and known issues areas
Maintain understanding of SuperConcepts software, current version and stay abreast of coming changes
Relevant application support experience within financial services industry
Positive telephone manner and phone handling skills
Knowledge of accounting and superannuation is preferred
Strong ability to work under pressure, demonstrate initiative and prioritize work schedules
High level of problem solving, organisation and time management skills
Typing and computer keyboard skills to a proficient level

IT Support Analyst Resume Examples & Samples

Manage the Access Permissioning desk for resets, new requests and deletions of CUETS associate/Credit Union Clients for various CUETS Systems
Perform access Permissioning audits on all CUETS Systems
Translate business needs into Business requirements documents and ensures all systems support and conform to business needs and specifications
Acts as liaison between business unit and software/hardware developers and vendors
Fully competent to work under general direction on complex projects usually on specific assigned problems
Aware of business or function for which application or system is designed
May require some guidance on more complex projects
May provide guidance to more junior analysts
Excellent written, oral and listening skills. Strong attention to detail

IT Support Analyst Resume Examples & Samples

Operation Manager (OM)
NICE Resource Optimization – Total View
Verint – Ultra Call Recording tool
CUSP, CUBE, VXML gateways
Approachable and works productively and collaboratively with others
Highly organized and able to multi task in a fast paced, dynamic environment
Ability to work on call rotation

IT Support Analyst Resume Examples & Samples

To respond in a timely and accurate manner to emails and telephone support calls meeting clients expectations
Log all calls and maintain call records in appropriate detail, using helpdesk software
Resolve all IT issues; over the phone, by remotely connecting to PCs, through desk visits, or by escalating appropriately
Develop and sustain good, professional working relationships with external support companies and their consultants
Manage the provisioning and allocation of mobile and remote solutions and to assist end-users in the use of these
To contribute to the development and maintenance of all IT documentation and the knowledge base

IT Support Analyst Resume Examples & Samples

ITIL Essentials is an asset
Experience working in the financial industry is an asset
Knowledge of Bank and technology standards (e.g., infrastructure, architecture, processes, applications)
Effectively manage competing priorities to provide business deliverables according to timeline
Efficiently take on activities/tasks in addition to current accountabilities as required ensuring reliability as a team member

Executive IT Support Analyst Resume Examples & Samples

Provide a single point of contact for customers to resolve technology issues via telephone, e-mail and personal visits to offices, conference rooms, and remote sites, providing customers with timely feedback and problem resolution
Participate in early pilot programs within the company
Manage delivery of digital PDF books to executive customers' computers and mobile devices
Develop and administer customized training for customers
Perform PC staging, using Ford standard staging process
Provide customer data recovery, backup, and destruction/wipe service in compliance with IT Security policies
Ensure that computing environments are protected from current and pending security threat
Bachelor’s Degree in Computer Science or related field of study
5+ years of experience end user support and troubleshooting complex issues
3+ years of experience in Apple iOS environment
In-depth knowledge of Windows 7, Windows 10, and Mac OS operating systems as well as troubleshooting
Familiarity with Office applications (Outlook, Word, Excel, PowerPoint)
Possess a strong customer service attitude
Ability to write custom scripts (VBA, VBScript, Batch and Java desirable)
Solid understanding of computer hardware, and general PC troubleshooting
Possess strong interpersonal skills, maturity and, professionalism in all situations
Experience and understanding of video conferencing technology and collaboration tools
Basic understanding of networking, VOIP and home network configurations
Ability to author training documentation
Nimble and flexible in responding to customer requests. Positive attitude at all times
Ability to interact with senior management on a regular basis, sometimes during demanding situations
Able to multi-task while maintaining appropriate priorities for the various responsibilities
Highly motivated and self-empowered to resolve customer issues, using sound, fact-based decision making

IT Support Analyst Resume Examples & Samples

Staff the IT Service Desk in accordance with the shift rota, Monday to Friday between the hours of 08:00 and 18:00
Provide 1st and 2nd line support with a requirement to be involved with 3rd line issues and projects
Receive and record details of customer problems, prioritising and then resolving them
Keep customers informed of their call request status and progress
Escalate problems to the IT Services Manager as appropriate
Liaise with other IT teams, where appropriate, in order to resolve customer requests
Assist with the provision or removal of IT services. i.e. voicemail, PCs, printers, peripherals, wireless and cable network access, software applications and the configuration of services
Provide support for audio visual services
Promote the services of the team in a way that improves the Customer perception of Group IT
Document and maintain relevant procedures and configuration information
A track record of successful service delivery
Experience with PC’s, printers, Microsoft, LANs, WANs, TCP/IP, DHCP and DNS
Experience in using Helpdesk software to log and report on calls
Good email administrative skills, preferably Google Apps
Track record of dealing with customers in other countries
The ability to set-up and diagnose technical problems on the following Operating Systems: Microsoft Windows 7/2008/2012 onwards, MAC OS. (Linux skills an advantge)
Experience of supporting audio visual systems

Senior IT Support Analyst Resume Examples & Samples

To help deliver and support the new Developer suite of software within the Delivery Stack as part of an Enterprise Shared Service
Help lead the design, development, implementation and rollout of an integrated suite of Delivery tools
Deliver effective and efficient solutions, meeting project timelines and budgets
Ensure performance, currency, and availability of Delivery tools as part of an Enterprise Shared Service
Lead continuous improvement, striving for increased automation and value for LoB's
Participate in and/or contribute to negotiations of vendor contracts/agreements
Perform a prime contact role with TS project teams, technical experts, business and outside vendors, providing leadership, guidance and direction
Work with vendors and TS Partners ensuring best practices for TD technology and architecture standards
Implement management strategies achieving rapid feedback and high availability
Work independently and often autonomously as the senior or lead developer and coach/guide team members within area of expertise
Continuously enhance knowledge/expertise and keep current with leading-edge technologies trends/developments
Provide technical support for escalated incidents/outages to ensure that they are resolved efficiently with minimal impact to stakeholders
Work on a broad range of tasks and multiple, concurrent projects

IT Support Analyst Resume Examples & Samples

Troubleshoot functional and performance issues, document root cause and remediation, engage other teams to drive issues to resolution
Monitor various scheduled batch jobs, health dashboards on a regular basis
Available on a regular rotational on-call basis (24/7) for managing incident resolution
2+ years of experience as a Support Analyst or equivalent experience in supporting enterprise applications or recent graduate with at least 2-3 co-op work terms as a support analyst, preferably with a financial institution
Hands on work experience with SQL and UNIX is a requirement for this job
Experience with technologies including DB2, Cognos, Tomcat, Tableau, SQL Server, Java, Oracle database, message-oriented-middleware/FTP/CIFS
Knowledge of software development cycle, agile methodologies, IT Service Management
Excellent analytical skills to troubleshoot and diagnose issues
Knowledge of MS Windows and Office Suite
Excellent verbal and written communication and customer support skills
Self-motivated and takes ownership of assignments
Excellent ability to prioritize multiple tasks, work under pressure
Knowledge of Capital Markets Risk Management would be an asset

IT Support Analyst Resume Examples & Samples

User Support - via helpdesk / email / phone /
Responding to user queries in timely fashion and ensuring all communication is recorded accurately
Detailed call logging and following through to completion, ensuring all details are recoded on support management system
Liaising with suppliers and third party vendors for orders and support resolution
Software and hardware installation and maintenance
Routine system and server checks
Hardware/software asset management
System documentation and user guides
User account setup and maintenance
Installation and setup of desktops/laptops/tablets/mobile devices
Client machine maintenance updates for , Windows, MAC, security software
Quality Standards
Completion of ad-hoc project work as specified by senior management team
Engagement with peers across Bewley's Tea and Coffee UK Limited to share best practice
Arrange and participate in meetings, conferences, and project / team activities
Collaborating for success - workings in conjunction with colleagues to achieve goals
Achieving excellence - setting daily goals to meet day to day needs, always striving to improve our service and introduce improvements

IT Support Analyst Resume Examples & Samples

Office Suite support up to O365
Mobile Device Support
AirWatch administration or other Enterprise MDM tools
Office 365 Administration
Service Now ticket system

IT Support Analyst Resume Examples & Samples

Follow the primary core values at Parts Town (Integrity, Passion, Courage, and Innovation)
Resolve support issues and address user requests as needed
Perform computer and phone moves/adds/change
Perform handheld scanner and warehouse printer installation and configuration
Maintain the support documentation
Maintain the Anti-Virus system and verify client computers are kept up to date with security patches and virus definitions
Perform Active Directory and Exchange email account setup
Perform RemoteApp application support and administration
Monitor and manage any open support incidents
Bachelor's degree preferred. Associate's degree in Information Systems, Computer Sciences, a related field, or equivalent work experience
2 years technical support specialist experience required, such as Help Desk/ IT Remote Support/ Systems Operator
Demonstrated knowledge and working experience of computers, hardware troubleshooting, and Windows Desktop operating systems
Strong MS Office application knowledge
Ability to diagnose and resolve complex problems utilizing systematic and methodical problem solving skills with the ability to recognize when additional assistance is needed and/or advisable
Excellent communication skills, both oral and written, with strong analytical and problem solving skills
Ability to work on many projects simultaneously, and be flexible with changing priorities
Ability to interface with all functions and at all levels within the organization and with external customers
Ability to trouble shoot and resolve telephony related issues and follow documented procedures and processes

IT Support Analyst Resume Examples & Samples

3+ years of experience working in second line support for a medium sized company supporting 100+ users
AEC or College (or higher) diploma in computers
Asset & Inventory Management. (asset)
Experience with asset management
Knowledge of Microsoft System Center 2007 and/or 2012 (SCCM, SCSM) (asset)
Gaming PC hardware experience (asset)
Game Console experience (asset)

Senior IT Support Analyst Resume Examples & Samples

After 3-6 month training period you will be able to WORK REMOTE 2-3 days per week
20%Systems Support – maintain the data and applications related to Cargill Risk Management’s pricing, hedging, and reporting systems. This involves responding to user requests, investigating and correcting problems, and proactively monitoring system health and performance
30% Improve daily operations of the business thru system enhancements
20% Application Administration – be the main contact point for the business users for some of the systems that Cargill Risk Management uses. Keep track of and work through configuration, access, and modification requests related to those systems
20%Documentation - Develops and maintains troubleshooting documentation to assist in the resolution or elimination of incidents
10% Misc. duties as assigned
BA/BS degree in IT field or equivalent experience
5 + years of experience working in helpdesk, network, application, or other IT support role
Thrives in a fast paced environment
Demonstrated success at managing multiple priorities and urgent requests
Demonstrated ability to learn complex subjects quickly
Comforatble working indepentably towards team goal
Self directed and proactive
Trading or Financial environment
Release / Change Management Experience
Relational databases and SQL Queries (Oracle Prefered) 3+ years
Python 2+ years

IT Support Analyst Resume Examples & Samples

MCP/MCDST Certification with some college work in Computer Science or related field preferred
5 years of related help desk or technical support experience or a combination of college and work experience
Ability to react to high priority problem calls, and interface with a variety of clients
Proficiency in MS OS: Windows 7 , Enterprise tools for OS deployment, software distribution, client setups for Applications
Commitment to excellence and high standards
Strong organizational skills; able to manage priorities and workflow
Ability to understand and follow written and verbal instructions
Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm
Ability to work independently in a faced paced environment with minimal supervision

IT Support Analyst Resume Examples & Samples

Experience performing work on all aspects of application and systems support
High comfort level working with applications, systems and fulfilling tasks that are moderate to highly complex and performed under minimal management supervision
Readiness to be actively involved in resolving client applications/system issues
Adeptness at configuring, upgrading, and administering business applications, in co-ordination with appropriate stakeholders
Strength in performing problem determination including data gathering and analysis
Possession of effective change management discipline
Interest and drive to enhance knowledge/expertise by staying abreast of industry and business trends
Confidence acting as a reference for team members or clients

Drilling Application IT Support Analyst Resume Examples & Samples

Provide excellent support of LandMark drilling and engineering suite of applications
Develop custom reports, applications, and workflows to enable timely and accurate reporting of operations related data
Manage IT related projects to include software implementations, report development, data consolidation and validation
Evaluate and recommend fit for purpose software to customers
Assist customers in troubleshooting applications and application workflows
Work closely with customers to solve operations and engineering related problems through software and IT best practices *LI-YN1
BS in Computer Science, Management Information Systems, or equivalent
1-5 Years of IT experience supporting OpenWells
1-5 Years of IT experience supporting Oil & Gas drilling related software applications
Knowledge of drilling terminology and processes
Strong understanding of relational databases, Oracle, SQL Server and client/server based applications. Strong SQL skills
Familiarity with data access/manipulation tools (SQL Plus, MS Access, TOAD or equivalent)
Customer-service oriented attitude
Experience with Excel and SSRS
Experience with WSM or other well servicing applications

Senior IT Support Analyst, SAS Developer Resume Examples & Samples

Develop effective and efficient solutions by working closely with key technology partners (e.g. Solution Designers and Architects) and business partners
Support testing teams and business partners during their testing cycles
Participate in identifying and recommending development / testing solutions / tools in support of project / application objectives
Completes unit and integration testing for conformance to standards and adherence to design specifications
Provide technical expertise during Incident management
Develop UI enhancements within the SAS and additional platforms supported by the Business Intelligence team

IT Support Analyst Resume Examples & Samples

Collaborate with enterprise architects and application teams for effective provisioning, installation, configuration, operation, and maintenance of systems hardware and software and related infrastructure
Support various types of hardware including servers, printers, routers, switches, storage devices, etc
Log and respond to incident and service request cases, interacting with the service customer in person or by phone, e-mail or instant messaging
Diagnose the nature of an incident. If, within the individual analyst’s scope and skill level, restore service to individual as quickly as possible. When appropriate, refer case to the appropriate team / individual for resolution
Work closely with suppliers to clarify responsibilities and dependencies, deliver services and resolve issues
Document support configurations, standards, processes and procedures, and guidelines for incident management
Identify trends and recurring types of incidents. Perform root cause analysis, identify work-arounds and identify corrective actions to eliminate future recurrences
Proactively communicate the status of issues and projects to all stakeholders
Implement appropriate monitoring solutions to prevent issues
Automate routine activities with failure notification and escalation
Create knowledgebase articles and other documentation to improve self-service as well as improve team’s effectiveness
Guide policy development, tool selection and process design to improve reliability and timeliness
Participate in disaster recovery planning, test execution and refinement
Two-year college degree in computer science, information systems or a related field, or equivalent work experience required
Four years local (LAN) and wide (WAN) area network management required
Two years supporting, maintaining, and configuring Cisco network equipment (routers, ASAs and switches) required
Three years Cisco Unified Communications and Call Manager administration required
Experience with Route Lists, Patterns, Hunt Groups and Global Directory administration
Knowledge of basic telephony principals and VOIP protocols
Experience with network security, QoS implementation and troubleshooting
Experience with PowerShell a plus
Able to work in a fast paced, complex and dynamic environment
Poise under pressure and comfort with ambiguity
Sense of ownership and urgency, driving resolution of issues
Able to prioritize and manage multiple service requests & projects
Training or experience with ITIL a plus
Cisco CCNA certification a plus

Senior IT Support Analyst Resume Examples & Samples

Exposure to SQL, SSIS Package
Basic UNIX knowledge
Exposure to C# code in a .NET environment
Autosys and Windows Scheduler
Understanding of FTP/sFTP protocols
Intermediate knowledge of Oracle database
Strong conceptual, analytical and problem solving skills; can see the "big picture" in a complex environment
A degree in Computer Science or a Technical Science discipline with high academic standing
Experience providing technical support for Fixed Income Desks within an Investment Bank
Interest in financial markets and investment banking
Willingness to be on-call outside of business hours for both early and late coverage on rotation
Experience working with both projects team & business users
Understanding of full end-to-end cycle for quoting, trading, electronic trade confirmations, settlement, P&L valuations
Strong knowledge of Fixed Income markets and products, Bond Pricing, Hedging, Market connectivity, STP
Testing Experience: identifying bugs and small enhancements
Committed team player with a flexible and enthusiastic attitude and good initiative
Ability to develop strong business relationships with our business partners and other key stakeholders

IT Support Analyst Resume Examples & Samples

University/College Degree (Business Administration/Computer Science/Information Technology or suitable equivalent) and/or relevant Financial Service work experience
Superior organizational and analytical skills
Ability to multi-task and manage multiple relationships at senior levels
Convincing, effective communicator
Ability to establish strong rapport with line of business and partner organizations
3 -5 years of Credit Union or Financial experience
Basis knowledge of Credit Union/or Card systems

IT Support Analyst Resume Examples & Samples

Provide effective day-to-day support for applications/systems through accurate problem identification and timely resolution of production issues; perform controlled and timely resolution of incidents while prioritizing and monitoring client satisfaction
Perform controlled resolution of incidents and problems including prioritization and escalation liaising with business and technology partners as appropriate
Support changes to application content in accordance with the approved change management procedures; ensuring proper testing, stakeholder signoff, monitoring and minimal impact to the business such as content publication, user management, etc
Assist in providing in end-user and system support to ensure all required SLAs are met

IT Support Analyst Resume Examples & Samples

1) 3-5 years' experience in IP Telephony and Contact Center Support environments
7) Identification and escalation of situations requiring urgent attention. Involve of all required support teams at TD to solve incidents/problems and changes
8) System administration and coordination of technical changes to the hardware and software components
9) Identification and escalation of situations requiring urgent attention
10) Demonstration of sound reasoning and use of methodical processes in problem solving
11) Application of creativity/initiative in the generation of alternative solutions to incidents
12) Approachable and works productively and collaboratively with others
13) Highly organized and able to multi task in a fast paced, dynamic environment
14) Appropriately escalates issues and decisions to others when needed
15) Strong communication skills, both verbal and written are essential in order to interact with support groups (French and English)
16) Strong team player and self-motivate
17) Ability to work on call rotation

IT Support Analyst Resume Examples & Samples

Used to work in a global organization under a matrix reporting structure
Process oriented mindset is essential
Strong knowledge Project Management abilities
Strong verbal and written communication skills, with the ability to communicate to various audiences across levels and departments
Proven ability to effectively build and manage stakeholder relationships within and across departments and geographies
Proven ability to manage multiple and competing priorities effectively
Languages: English (required), Spanish (desired)
3 years IT governance is required

IT Support Analyst Resume Examples & Samples

Administration and provisioning of existing and new Mac laptops
Mac application support
Monitoring of the fleet via JAMF Casper Suite
Setup and administration of virtual machine environments via VMWare
Developing and maintaining laptop IT Procedures
Completing or assisting with other company projects as assigned to enhance company services and processes as we set up new processes to accommodate our growth
Collaborating and partnering with cross-functional teams on projects outside the information technology function as part of company building teams focused on special projects inside of DayNine
Bachelor Degree (computer related field preferred)
Prior consulting and/or project management experience required
Conversion or data integration related project experience
Keen understanding of the software development lifecycle
Willingness to travel approximately 80%

Senior IT Support Analyst Resume Examples & Samples

Provide effective day-to-day support for applications / systems through accurate problem identification and timely resolution of production issues while prioritizing and monitoring client satisfaction
Perform incident management role (communicator, tracker, escalator, driver, etc.) for outages; communicate to clients during service outages
Monitor the performance of the environment by using meaningful metrics; assess and analyze optimization opportunities to improve performance and resource utilization
Provide Disaster Recovery support by assisting in defining / reviewing disaster recovery plans and by participating in testing
Work with relevant teams to schedule packaging and release new applications and components in a timely manner in accordance with approved change management procedures; reduce change execution times by planning implementations with parallel work streams while ensuring proper testing, stakeholder signoff, monitoring and minimal impact to the business
Support a positive work environment that promotes service to the business, quality, innovation and teamwork
Identify and recommend opportunities to enhance productivity, effectiveness and operational efficiency of the team
Subject matter expert able to consult with clients and project teams to provide technical guidance and highly complex troubleshooting / problem resolution
Flexibility to work outside of regular hours including participation in a rotating on-call schedule
Commitment to adding value to the organization while operating as an integral member of a close-knit global team
5-7 years experience in a fast-paced Capital Markets technology support environment
Excellent problem solving, planning and analytical skills
An understanding of infrastructure/server components, operating systems (Linux, Windows), scripting languages (Shell, PERL, Python), monitoring tools (ITRS, Dynatrace), scheduling software (Autosys, cron), and FIX protocol
An understanding of FX, Options and Derivatives Markets or equivalent experience is preferred

IT Support Analyst Resume Examples & Samples

Technical knowledge of Calypso and Broadridge applications
Intermediate knowledge of Oracle, Sybase & Windows OS
Basic knowledge of PL/SQL, Excel, and UNIX
Experience in using Bloomberg TOMS & ANVIL for trade entry
Experience with Microsoft Office products at an end user and also server level

IT Support Analyst Resume Examples & Samples

Act as a single point of contact for phone calls and emails from users regarding IT issues and queries
Answering, logging and managing calls from internal users via phone and email
Analyzes problems (both technical and operational) and arrive at permanent solutions
Update and maintain the work log in the CRM tool(s)
Assists in the support of administrative computer-based applications
Take ownership of user problems and follow up for fast resolution on behalf of the user and communicate progress in a timely manner
To maintain a high degree of customer service for all support queries and adhere to all service management principles
Document all the calls in the CRM software 100%
Create solutions for the frequently occurring issues and add it to the Knowledge bank
Provide stats for the weekly Service Desk report on volume trends
Diploma: Any specialization
UG: Any Graduate
PG: Not Required

IT Support Analyst Resume Examples & Samples

Performs onsite installation or replacement of various hardware and software components
Performs diagnostic testing and analyzes test results in order to resolve the issue
Troubleshoot and resolve trouble tickets related to technical difficulties with hardware, software, and the network
Triage Tier 2 and Tier 3 trouble tickets
Resolve network switch and connectivity issues
Collaborate with development staff to recreate issues in the test environment
Verify with the customer that the issue has been resolved and update the ticketing system
Interface with infrastructure, database, and development personnel
Communicate the plan, progress, and issues in a timely manner
Initiates escalation as appropriate to ensure management awareness
Actively contributes to ongoing process improvement
Performs other duties or special projects as assigned
Ability to complete multiple simultaneous projects in a timely manner
Determines root cause of problems and identifies workarounds or permanent fixes
Ensures workarounds and permanent fixes are documented and communicated to Help Desk Specialists
Escalates issues to Tier 3 support when the issue exceeds their skill set
Serves as Subject Matter Expert (SME) for IT desktop support
Writes automated routines and programs using common desktop software
Actively participates in end user and Service Desk Analyst training by providing materials, conducting training, or attending training in the role of SME
Maintains IT equipment and supply inventories to ensure critical parts and supplies are in place to maintain systems with limited downtime
Administers, updates, and troubleshoots corporate telephony system
Other duties as directed by the Desktop Manager
2-year associates degree
3-5 years of experience in an IT technical support position preferably in a manufacturing or gaming environment
Associate degree in computer science or related field desired
Demonstrated experience installing and supporting PCs, laptops, printers, and telecommunication equipment
Demonstrated experience installing and supporting Mac OSX, Windows 7, Office 2013, and other desktop related applications
Knowledge of Oracle EBS systems and applications
Knowledge of network and server administration and troubleshooting a plus
Knowledge of IT technologies such as VMWare and Parallels
Proven ability to keep up to date with the latest IT technologies
Well-developed communication skills – oral, written, and listening
Must have excellent interpersonal and motivation skills
Ability to work independently and in a dynamic environment
PC Imaging experience is required
Occasional travel may be required

IT Support Analyst Resume Examples & Samples

1 yrs Desktop/Helpdesk support experience,
1 yrs experience on hardware issues including PC’s, laptops, printers, and blackberries,
1 yrs experience setting up and installing Windows XP, Windows 7 and Microsoft Office applications
1yrs VPN experience

IT Support Analyst Resume Examples & Samples

Provides first line response for users requiring assistance with information technology issues and takes ownership of tickets through resolution and closure
Provides a single view to the company for information technology related issues
Responds to requests for technical assistance by phone, email, online chat, and "walk-ins"
Creates detailed logging through issue life cycle in a service desk management system
Diagnoses and resolves technical hardware and software issues
Updates the internal knowledgebase with solutions
Proactively communicates issue status to users
Escalates more involved problems to the appropriate Subject Matter Experts
Acts as a liaison between users and technical escalation teams
Maintains complete and accurate computer asset information at all times
Recommends new solutions and assists in technology initiatives
3+ years of work experience in an IT Support function
Degree in Information Technology preferred
Technical certifications preferred-MCP, MCSE, A+, Network+
Strong technical knowledge of computer hardware (laptops, PCs, peripherals) is a must
MCP knowledge of Microsoft operating systems (XP, Windows 7) and business applications (Office 2010, Project, etc.) is a must
Knowledge of Ethernet technologies (LAN, WLAN) and associated peripherals is a must
Experience with PBX and VOIP based telephone systems (adds, moves, changes)
Demonstrates excellent verbal and written skills in order to effectively communicate with all levels of the company
Proven effective troubleshooting skills along with prior customer service experience
Ability to respond in a repeatable predictable way to common issues and service requests
Understanding of ITIL principles a plus
Prior experience working in a fast-paced environment

IT Support Analyst Resume Examples & Samples

Bachelor’s degree, preferably with a degree in Finance/Accounting or Information Systems
2-4 years of diversified finance/accounting and systems related experience
JD Edwards Enterprise One experience
Customer service and team oriented individual
Ability to work under pressure and multi-task with time-sensitive constraints
Strong troubleshooting and problem resolution skills
Must be able and willing to work flexible hours during peak seasons of supported organizations
Ability to interact with individuals of varying levels
Experience with Microsoft NAV is ideal
Experience with Kronos Time & Attendance and Ariba Procure-to-Pay preferred
Project management experience is ideal

IT Support Analyst Resume Examples & Samples

Sound to advanced knowledge of business/ organization, Bank standards, infrastructure, architecture and technology in related areas from a design/ support/ solutions perspective
Develop and operationalize technology standards, policies and processes to address BSA/AML/OFAC risks
Develop and maintain a working knowledge of BSA/AML/OFAC risks related to technology projects and processes
Keep direct reports informed about relevant information on BSA/AML/OFAC requirements and escalation procedures

IT Support Analyst / Helpdesk Support Resume Examples & Samples

Supporting the tier 1 Analysts as they diagnose, troubleshoot and provide accurate solutions to employees issues
Work with the tier 1 Analysts on Service Desk training as it pertains to their job description
You will be expected to support issues escalated by the tier 1 team
Additionally, provide support to all customer issues via phone and / or e-mail
Utilizing the current CRM and knowledge management software in accordance with standardized procedures to ensure accurate solutions and superior service
This will require advanced proficiencies in the areas of troubleshooting computers, network issues and customer service
This position assumes and performs other duties as assigned
A minimum of three year experience in an IT Support, or IT Analyst, or Helpdesk Support, role including
Experience with Windows based OS's, UNIX, MAC, Linux or Android. Ability to troubleshoot driver, folder and file issues
Serving as first point-of-contact for employees on technical issues, as well as be the primary escalation point for the tier 1 team
Providing a high level of service via Phone, Chat or email. Strive for First Contact Resolution on all technical matters
Coordinating with partner teams to provide a satisfactory resolution when an escalation is necessary
Promoting and maintain high-quality technical support standards within the IT Service Desk
Proven history of practical experience in the computing industry and corporate service-desk environment
Must have a working knowledge of call center phone systems, CRM, KB and Active Directory
To perform this job successfully, an individual should be able to perform each essential duty at an advanced level
The requirements listed below are representative of the knowledge, skill, and/or ability that are preferred
Good verbal and written communication skills, including effective listening skills and ability to communicate accurately and effectively in person, over the telephone, through email and other business correspondence
Experience troubleshooting customer installation issues of the company Software on supported Windows operating systems due to windows configuration issues
ITIL Foundations V.3 and Help Desk Institute Certifications a plus
Understanding of iPhone and Android environment and the phone settings that may affect the behavior of an application

IT Support Analyst Resume Examples & Samples

Payments to primary care contractors management
Management of medical records and related courier and storage arrangements
Probity, assurance and counter fraud activities in respect of the above
Management of lists confirming the eligibility of primary care contractors to provide services
Support services for screening activities
Experience in an IT Support role
Knowledge of ITIL including service, change, incident and problem management
Experience of Windows Enterprise and Office (including Office 365) desktop deployments and support
Experience of corporate networking, including server rooms, network patching and fault finding

Senior IT Support Analyst Resume Examples & Samples

Builds the support dashboard for all the operational parameters and platform parameters for the shared services
Consolidates all stakeholder accesses to the platform, both customer and non-customer facing interfaces
Build the performance metrics for the platform- including transaction volume trends from each consumer channels
Build operational and performance standards for the platforms including the support manuals
Revise and redesign the availability and other SLA metrics for each platform
Track application and infrastructure currency, plan and execute server/product patches
Perform system administration processes to manage and maintain all database, code & configurations
Establish the Platform Support Services functional capability by creating a repeatable delivery process, establishing and managing re-usable services and ensuring "flawless" operations of services
Identify and develop / leverage key business performance measures / metrics for internal use and sharing as appropriate
Technically lead an end to end platform governance (application and infrastructure) including product roadmaps, peak season planning and execution and change management
Oversee the creation, delivery and maintenance of required documentation and deliverables for a shared services platform
Lead the BCM, DR, Back Up and Recovery Exercises for the platforms
Ensure you "protect" the environments, platforms and infrastructure from all security, cyber and poor coding threats
Lead the Service Management to the platforms- cost recovery model, unit rate definitions, ongoing support costs, procurement and maintenance of software licenses
Perform infrastructure design reviews with the Infrastructure support team and execute the recommendations to improve the availability of the application
Perform capacity assessment at application, server, Network and SAN layers(as applicable) and execute action plans to improve the stability of the application
Forecast the storage requirements for the application and work with infrastructure teams to proactively address the storage needs
Experience in ensuring High Availability, working experience in monitoring mechanism/tools
Highly proficient in Word, Excel, PowerPoint and MS Project, data analysis and reporting
Strong customer service orientation and a professional approach; well-developed negotiation and influencing skills with the ability to manage conflicting points of view
Proven ability in effective stakeholder management and developing good relationships with business partners; ability to interact appropriately and effectively with all levels within the organization
Excellent analytical, facilitation, influencing, negotiation, problem-resolution skills and consensus building skills
Working experience on content management technologies- FileNet, HP Extream, Kofax & CMOD technologies, APIs and Webservices
Expert knowledge of DEVOPS, ITIL
Readiness to review, participate in and implement procedures
Strong interpersonal communication skills and can work effectively with vendors to fulfill support requirements
Willingness to work effectively as a team, helping others to resolve critical service issues
10+ years Platform Management experience
Previous experience with Digitization concepts, systems and tools a definite asset
Infrastructure support and Application support background

IT Support Analyst Resume Examples & Samples

Work as part of a dynamic team to help administer and support the new Collaboration and Developer suite of software within the Enterprise Shared Service Delivery Stack
Ensure the performance, currency, and availability of delivery tools, meeting SLA objectives
Perform a prime contact role with TS project teams, technical experts, business and outside vendors, providing guidance and direction
Deliver effective and efficient solutions that meet project objectives, timelines and budgets
Contribute to continuous improvement and best practices, striving for increased integration, automation and value for LoB's
Work with vendors and TS Partners for software improvements, upgrades, and changes
Work both independently and collaboratively on a broad range of tasks as part of an Agile team
Research, explore, and recommend technological opportunities to enhance the productivity, effectiveness, and automation of the Delivery tools within the Enterprise Shared Service
Continuously enhance knowledge/expertise and keep current with leading-edge technologies and trends/developments

IT Support Analyst Resume Examples & Samples

Provide desktop support services to Macquarie's New York businesses, spanning both trading and non-trading environments
Troubleshoot and resolve technology incidents and requests via a ticket queue
Provide telephone, email and walk-up support as needed and log those interactions as tickets
Build and deploy PCs and laptops including asset management tasks
Technologies: Windows 7, Microsoft Office, Active Directory
Be a strong, dynamic character, capable of dealing effectively with colleagues and business users working in a constantly evolving environment
Ability to remain calm under pressure and when faced with adversity or urgent issues
Customer-focused with a "service first" mentality
Technologies: iOS (iPhone / iPad), Citrix, VPN, Cisco telephony, Airwatch Mobile Device Management, market data applications (Bloomberg, Fidessa, FactSet)
Experience providing IT Support in the Financial Service industry
Experience collaborating with offshore, global support teams
Remedy ITSM tool experience

Senior IT Support Analyst Resume Examples & Samples

Technical input for PeopleSoft HR projects including design, development, and test environment setup
Project/task estimation
Involvement with program/system research and analysis, suggesting alternatives
Reviewing business requirements
Identify and implement process/development improvements that will improve quality, efficiency, and reduce costs
Teamwork – support a service oriented, innovative, and collaborative environment
Knowledge of TD’s development life cycle and project management methodologies including flexibility in application
3+ years experience with advanced UNIX skills, shell and Perl scripts, advanced troubleshooting knowledge
3+ years experience working session management, session stickiness, cookie management
Experience with Weblogic, Websphere and working with F5 load balancer
Experience with PeopleSoft server administration and installation; Ability to build and provision test environment for development
Experience with Oracle DB
Ability to setup SMTP Email from PeopleSoft Application server and Process Scheduler
Working experience with PeopleSoft Integration Broker (Pub/Sub)
Have an advanced knowledge of SSL Certificates
Manage LDAP Configuration for the application
Familiarity with Infrastructure Diagrams
Knowledge of Network VLAN ACL to protect application servers
Strong ability to debug and trouble-shoot
Ability to understand, acquire and apply new technical skills
Experience working in a fast-paced, fluid environment
Experience with SQL is an asset

IT Support Analyst Resume Examples & Samples

Wireless systems: Aruba, Cisco
Working knowledge of Alcatel Lucent QIP
SevOne Network Monitoring, DCNM
Clearpass Network Access Control
Working knowledge of tools in SAN space(DCFM, DCNM, Caminosoft, OCI(NetApp), High Command Suite, Insight IQ, OCUM)

IT Support Analyst Resume Examples & Samples

2-5 years of experience in an enterprise environment with a minimum of 200 end users
Customer service skills. Bluebeam has exceptional standards for customer service, not only for the clients we support, but also for our employees. It is our expectation that the person in this role will like to work with others and will help them solve problems with a positive attitude and helpful spirit
Bachelor’s degree in an IT-related industry preferred or equivalent experience
Ability to work after hours and on weekends if needed during IT maintenance windows
Familiarity with VOIP Telephony and associated telecommunications equipment
Microsoft Outlook 2010, 2013
Microsoft Office 2010, 2013
Microsoft Windows 7, 8.1
Knowledge of Microsoft Active Directory and Windows Domain technology
Understanding of remote network access including VPN software and configuration
Understanding of phone technology, including VOIP
Basic Network troubleshooting skills
Apple MAC OSX experience

IT Support Analyst Resume Examples & Samples

Support various types of hardware including servers, printers, firewalls, routers, switches, storage devices, etc
Identify trends and recurring types of incidents. Perform root cause analysis, identify work-arounds and corrective actions to eliminate future recurrences
Five years LAN and WAN management required
Four years supporting, maintaining, and configuring Cisco network devices and services (routers, switches, firewalls and QoS) required
Experience with design, implementation and troubleshooting of remote site connectivity including 3G/4G, DMVPN, VPN and MPLS
Experience with network monitoring, performance tuning and troubleshooting
Must be able to travel. Less than 15%

Senior IT Support Analyst Resume Examples & Samples

Application Development and Support that deliver on business initiatives
Data management and reporting services
Apply analytical skills to resolve problems and deliver viable solutions. Anticipate obstacles and execute proactive approach to issues. Ability to understand and debug when necessary, applications written in various programming languages: ASP, ASP .NET, C#, Visual Basic and MS SQL server
Run ad-hoc MS SQL database queries to assist in day to day data issues, application configuration and troubleshooting
Perform controlled incident resolution including prioritization and escalation, involving business and technology partners as appropriate
Strive to improve production environment stability by working with others to set up, maintain and monitor applications and systems, while meeting availability targets
Provide prompt, effective day-to-day support, accurately identify and resolve issues, perform controlled and timely incident resolution all while making client satisfaction a top priority
Deliver effective and defect-free support (application, software and operations), research system issues and opportunities, recommend changes, oversee execution, keep accurate documentation
Design, review, integrate application requirements (e.g. functional, security, integration, performance, quality, operations)
Address application, cross-capability and cross-release issues
Gain understanding of technical aspects of project and break-fix development related to the application, advise developers and solution designers
Assume incident management role (communicator, tracker, escalator, driver, etc.)
Monitor system life cycles, ensure both specs and functionality support business objectives and architecture decisions, re-develop as required
Use meaningful metrics to monitor environment performance
Improve performance and resource utilization by assessing and analyzing opportunities to optimize the operational environment
Follow established processes/standards, business technology architecture, risk and production capacity guidelines; plan, monitor and escalate issues as required
Comply with both disaster and business recovery plans
Identify/implement process improvements to enhance revenue, customer experience and reduce costs
Support business case development, RFI/RFP and SLAs with vendors

IT Support Analyst Resume Examples & Samples

Bachelor’s degree; or equivalent combination of education and experience is required
6 months or more of related customer service experience in a professional, financial or health care related environment is required
Familiarity with medical terminology is required
Strong attention to detail and proven ability to gather and analyze data and keep accurate records is required
Proficiency with computer software applications, i.e. Microsoft Office Suite (Excel, Word, Outlook, and PowerPoint) or comparable programs and an ability to quickly learn and apply new systems knowledge is required
Demonstrated ability to handle complex situations with minimal supervision is required
Self-motivated with initiative to seek out additional responsibilities, tasks and projects is required
Effective communication skills (written and verbal), active listening skills and the ability to maintain professionalism while handling difficult situations with callers or customers is required
Successful history collaborating in a fast-paced team environment is required
Demonstrated ability to follow policies and procedures while escalating issues as needed is required
Ability to troubleshoot equipment failures and arrange for or help with repairs, perform preventative maintenance, and updates is desired
Ability to develop documentation for maintaining and troubleshooting hardware and software systems is desired
Familiarity with quality assurance and workflow processes to enhance services provided is desired
Experience with Radiology PACS systems is desired
Experience identifying opportunities for improvement and making recommendations and suggestions is desired
EPIC Experience is desired

IT Support Analyst Resume Examples & Samples

Operate, configure and support the relevant software in the BBC Worldwide production environment
Ensuring that software is running efficiently
Record requests for new functionality, incidents and applying fixes
Provide global support by assisting end users: answering their questions, analysing the problems that they are encountering with production systems
Ensure support documentation is current. Including analysis of service desk tickets, SLAs, the support wiki, and relevant training materials
Competent at multi-tasking, prioritisation and ability to manage own time
Experience of Microsoft Windows Server and desktop in a technology support role
Strong MSOffice skills, particularly Outlook, Excel, and Word
Familiarity of Wikis, Support knowledge base
Experience of SQL or PL/SQL (for Oracle Database) desirable but not essential
Experience in supporting and administrating software applications
Experience from working within a helpdesk environment is desirable but not essential
Previous background in dealing with several different client problems each day, researching to find the answers, communicating directly with the client both verbally and in writing
ITIL and Change Management exposure would be advantageous but not essential
Prior experience working with or supporting a Rights Management package would be an advantage

Senior IT Support Analyst Resume Examples & Samples

Ability to work independently in a senior role on a diverse range of tasks
Technical expertise to understand varying system architectures and how
Lead L3 support while providing expert consultation and participating as a subject matter expert on production issues and projects
Apply strong analytical skills to resolve problems, perform root cause analysis and problem management
Follow established processes/standards, business technology architecture, risk and production capacity guidelines
Plan, monitor and escalate issues as required
Drive to constantly review and enhance daily processes
Intermediate Java knowledge (ability to read code)
Java coding skills an asset
AngularJS knowledge an asset
Write and run ad-hoc SQL queries as required to assist in day-to-day data issues, application configuration and troubleshooting
Comply with change management processes and act as the lead implementer for the Client platform

100

Snr IT Support Analyst Resume Examples & Samples

Experience in Desktop Support in a fast-paced, corporate, Microsoft Windows environment
Solid working knowledge of networking, Wi-Fi, VPNs and supporting cell phones/mobile devices
Experience in supporting Microsoft Windows, software applications, desktop and laptop computers, audio visual equipment and printer
Understanding of TCP/IP/WINS/DNS/DHCP and Microsoft 2000/2003 server, Active Directory
Effective problem solving and resolution skills
Must be proficient in methods for supporting remote, field-based staff
Strong Communications skills. Interpersonal, oral, written
Proven experience working in a customer service environment supervising desk side operations
Hands-on experience in troubleshooting issues on PCs, Printers and Operating systems
Experience troubleshooting TCP/IP issues

101

Junior IT Support Analyst Resume Examples & Samples

Handling day to day IT tasks such as software installation, fault diagnosis and correction, arranging repairs and servicing for all IT hardware, build, configuration and deployment of machines (desktops, laptops) to new and existing users, and providing support and advice to all staff
Ensure all support SLA’s are strictly adhered to, and all incidents recorded via Service Desk platform
Internal IT support ensuring the smooth running of all IT systems, including Microsoft Windows 7, Microsoft Office 2010/2013, Microsoft OCS/Lync, anti-virus software, backup software, print services, servers, NAS, virtual machines, VOIP handsets and systems management appliances
Support office internal network – including network patching and wireless access points
Support conference room AV equipment – projectors, large LCD screens, etc. including IT setup for ad-hoc internal conference meetings
Asset management: Maintain and track inventory of equipment (laptops, PCs, telephones, mobile phones, printers, access points, accessories etc.). Configure & troubleshoot corporate email applications with any type of mobile devices (iPhone, and Android)
Configure & troubleshoot all corporate applications (SAP, Microsoft Dynamics AX, PLM, etc.) providing level 1 support
2 year’s minimum full-time experience providing tech support
In depth knowledge and usage of Windows operating systems
PC imaging and configuration
TCP/IP, Routers, WAPs, Wireless, and other networking devices
Some experience working with Active Directory, Windows Print Servers
Knowledge of Microsoft Windows 7, 8.1, 10, Server 2008 / 2012
Spyware / adware removal tools as well as antivirus programs
Experience working with server hardware technologies such as HP, Dell, IBM
Knowledge of Apple Mac technologies and software
Knowledge of Microsoft Office 2010 & 2013 including Outlook setup and troubleshooting. Office365 is desirable
Must be comfortable with all facets of PC and laptop hardware setup and maintenance; including installation and configuration of hard drives, NIC's, printers, and other PC accessories
Experience working with a ticketing system/service desk. Familiar with ITIL best practices
Essential - excellent communication skills, both written & oral, with a good ‘desk side manner&#8217
Essential - willingness to learn; great can do attitude; charming mannerism; great initiative; self-starter who can identify needs and generate solutions with minimal supervision; high attention to detail; personable

102

Senior IT Support Analyst IBM Infosphere Resume Examples & Samples

Undergraduate Degree or Technical Certificate
High comfort level in leading the support of highly complex and/or comprehensive applications/systems and/or business lines
Experience in application infrastructure management for large data management systems, including Data Integration, Data Protection, Metadata Management and Data Analytics
Knowledge of IBM InfoSphere Suite (Information Governance Catalogue, Business Glossary, Information Analyzer, Data Stage/Quality Stage), Business Process Manager, COGNOS an asset
Knowledge of TD Cloud, Java, Power Stage, Cognos, XML, Shell Scripting, SQL, Linux, Websphere, Oracle, LDAP an asset
Strong knowledge of TD Technology and Infrastructure processes (and/or Other Financial Sector technology experience) an asset
Experience with Hadoop and related tools an asset

103

IT Support Analyst Resume Examples & Samples

Configuration of PC, laptop, and thin client systems. Apply user additions and deletions in Active Directory and administer various vendor applications
Relocation and setup of computer equipment
Must be willing to work weekends and be flexible to alter shifts as needed

104

IT Support Analyst Resume Examples & Samples

Provides Level 1 and 2 technical supports for all HMS applications, systems, software and hardware within negotiated Service Level Agreements (SLAs)
Logs all incidents reported via telephone, email or voice mail
Attempts to troubleshoot and resolve all incidents reported to the Help Desk or received via a ticketed request
Distributes and dispatches incidents to the appropriate support groups as needed
Ensures timely escalation of customer issues by gathering detailed information and assigning an appropriate priority level and resolution target
Conducts first and second level support using documented procedures and available system tools
Provides guidance and work leadership to less-experienced technicians
Coordinates and tracks all system level production down resolution as necessary per documented procedures
Administers id’s, passwords and security rights for all internally developed web-based systems as required
Installs and configures HMS hardware and software as required
Provides support for remote users (VPN and other connectivity issues)
Document processes and procedures as required
Exceptional ability to provide a high level of support with a customer first attitude
Strong ability to apply a high sense of urgency to all tasks
Strong ability to train and mentor new or junior level technicians
Strong ability to coordinate priorities between the IT department and user departments
Strong ability to seek out opportunities to increase internal client satisfaction and deepen client relationships
Strong ability to actively collaborate with vendors and other support teams for problem resolution
Strong ability to coordinate highly complex troubleshooting between engineers, vendors and customers
Ability to provide careful attention to detail
Ability to perform well in a team environment, with staff at all levels, to achieve business goals
Average manual dexterity work in use of a PC, phone, sorting, filing and other office machines
Ability to work proficiently with Microsoft Word, and Excel
Ability to lift 50 lbs
Light travel may be required
3 yrs Desktop/Helpdesk support experience,
3 yrs experience on hardware issues including PC’s, laptops, printers, and blackberries,
3 yrs experience setting up and installing Windows XP, Windows 7 and Microsoft Office applications
3 yrs VPN experience

105

IT Support Analyst Resume Examples & Samples

Build and maintain effective relationships with business, technology and vendor partners, influencing stakeholders and gaining support for strategic initiatives
Leverage analytics and reporting to better understand how the current services are used and where we can make improvements
Execute programs which continuously improve the quality of the Intranet service
Assist the CAST Platform Management team with ensuring that the support applications and required technology infrastructure are available according to our established Service Level Agreements
Assist the team in developing high-quality how-to guides for our users with a self-serve focus
Act as a subject matter expert when consulting with business partners about their Intranet projects and content updates
Act as a primary resource for administration and enhancement of ideation, crowd-sourcing, and employee engagement technologies
Research new functionalities and standards, pro-actively soliciting feedback on their usage and implementation
Propose and further develop operational processes that will allow our team to better respond to urgent requests and meet challenging timelines
Support the team's analytics and reporting capabilities that our business partners can leverage to understand employee usage and how we can support them to improve the employee experience
Consolidate feedback from multiple sources and provide recommendations for enhancements
Review support requests and look for opportunities to provide self-serve job-aids/guides to better serve our end users
Assist the team with reviewing our current Intranet Search capabilities with a focus on continuously improving search results to our end users
Monitor site problems, track and/or resolve ongoing issues, follow through on technology partner implementations to resolve those issues
Assist the CAST Platform Management team with monitoring performance, incident management as well as acting as the lead when required to resolve application issues
Maintain, enhance and share knowledge of industry best practices applicable to the Intranet Service with the CAST Team
Provide publishing and development support to the IT Manager, delivering polished and usable designs using established web principles
Experience in an Intranet, Information Architecture, Digital Communications and/or Content publishing role (3+ years)
Strong technical skills, including advanced knowledge of HTML, XML, JavaScript, CSS and graphic editing tools
Experienced with content and web development tools
Good working knowledge of Intranet platform technologies including: IBM WebSphere Portal, Interwoven TeamSite, Google Search Appliance Webtrends Analytics, IBM Connections, and Microsoft SharePoint
Advanced knowledge of Microsoft Office suite of tools with a focus on Excel
Knowledge of mobile technologies that can be used to deliver our Intranet Services
Familiarity with TD Incident and Change Management processes
Quality interpersonal and communication skills, both verbal and written
Organizational skills, capable to multitasking and ability to deliver high quality work with minimal supervision to meet multiple competing & aggressive deadlines
Flexible, adaptable to a rapidly changing business environment by shifting priorities as needed
Superior time management and relationship management skills
Detail-oriented, focused on quality

106

Senior IT Support Analyst Resume Examples & Samples

Handle first point escalation for all technical issues for senior executives & CEO
Ownership of exec IT issues and coordination with other support and operation teams to resolve issues quickly
Ensure proper logging, communication and fast resolution of issues, following ITIL structure
Knowledge of troubleshooting hardware for Windows operating system and Apple OS related issues
Provide general desktop support to user base, BAU via phone, email and desk side
Installing, configuring and troubleshooting printers, plug and play devices, PDAs, Kiosk, MFD, iPhones, iPad etc. and all related issues
Knowledge of Microsoft Office (2010 / 2016 / 365), MS Project, Visio, Adobe CC Suite, Outlook, Google Apps
Apple device support (airport, time capsule etc)
Previous experience working with executives and VIP staff
Ability to communicate across organisational levels and work well under pressure
Solid understanding of Windows and Apple client operating systems
Professional and well presented at all times
Able to work using own initiative
Excellent social skills

107

IT Support Analyst / Helpdesk Support Resume Examples & Samples

2+ years I.T. experience including customer facing, laptop troubleshooting, Win 7/10 experience
Minimum 6 months+ experience with various mobile phone models and Oss
Professional communication with customers, peers and upper management
Excellent teamwork skills. Excellent customer service skills. Attention to detail
Ability to interpret policy and enforce with customers and partner teams
Ability to multi-task and prioritize work load depending on ever-changing requirements and volumes
Customer service, technical training and/or industry standard certifications preferred

108

IT Support Analyst With SQL & Unix Resume Examples & Samples

Provide Level 1 application support services like Access provisioning, Data extraction; Data feed management, Application Health Check, Application monitoring, release support, etc
Receive, capture, prioritize and resolve User Support Request and Incidents from various channels like chat, email, phone, web tickets and provide resolution to known issues based on documented Knowledge Articles and Business/Application Knowledge
Coordinate with Level 2 application support team for escalations and resolutions
Identify opportunities for Automation of manual and/or repetitive tasks and develop automation scripts as required
Drive continuous improvement in operations through knowledge management, automation and problem management
2-4 years of IT experience with Level 1 (or Level 2) production support
Basic Unix and Database (Oracle Or Sybase) technical skills
Technical - Unix, SQL Skills and/or Oracle Skills
Excellent Communication skills – verbal and written in English language
Flexible & willingness to work in 24/5.5 shift based work: Shifts change every second week: there are early morning shifts, normal day shifts and night shift as well
Experience in Banking and Financial services industry
Experience in ITIL processes

109

Trainee IT Support Analyst Resume Examples & Samples

Background in Service Desk, Customer Service or Service Management environments
Strong aptitude for technical concepts
Ability to communicate with all levels of the organisation
Uses own initiative
Excellent interpersonal and customer service skills, written and verbal
Flexible to new technologies
Very good organisational skills and attention to detail
Smart and presentable
Excellent timekeeper
Ideally have an understanding of ITIL and / or working knowledge of remedy
Additionally ideally have an understanding of process design, development, and management
STEM qualifications advantageous as well as previous experience of delivering support to major projects or rollouts but not essential
Willing to undergo security checks if successful

110

IT Support Analyst Resume Examples & Samples

Work with vendors to design and test modifications to software packages, including EDI development
Perform network administration tasks in a Windows 2012 Active Directory environment: TCP/IP, DNS, DHCP, Exchange
Knowledge of various types of code, including VBA
Provide desktop support for Windows 7 and 10 workstations
Support Microsoft Office products
Bachelor’s degree in Computer Science or a related discipline preferred
Intermediate to advanced proficiency using Microsoft Office software applications
Working level knowledge of network and PC operating systems
One (1) year performing hands-on troubleshooting duties is preferred
An understanding of EDI mapping, testing and implementation is a plus
Ability to work with people at all organizational levels, especially in a team environment
Excellent administrative and organizational skills with strong attention to detail
Problem-solver
Ability to work in a fast-paced work environment

111

IT Support Analyst Resume Examples & Samples

Provide desktop support for customers in Wroclaw
Manage production incidents in line with UBS internal guidelines
Uphold high standards for timely issue resolution
Maintain a knowledge database
Install, inventory and deliver new workstations, laptops, printers

112

IT Support Analyst Resume Examples & Samples

Provides Level 1 and 2 technical support for all HMS applications,systems, software and hardware within negotiated Service Level Agreements(SLAs)
Ability to function effectively under pressure as well as manage multiple initiatives
Ability to work weekends and overnight hours as needed
High School Diploma GED required – 2 yrsAA or +1 year exp
A+ , N+, MCP, MCSE certifications preferred but not required
>3 yrs Desktop/Helpdesk support experience
>3yrs experience setting up and installing Windows XP, Windows 7 and Microsoft Office applications
3yrs VPN experience

113

IT Support Analyst Resume Examples & Samples

As a member of the WCS Factorlink/PACE/Syndication Manager IT team this position is responsible to solve Factorlink/PACE business and IT incidents and requests alongside multiple remote contractor teams
The candidate responsibility is to coordinate, follow up tickets and manage communication between and across different teams to solve problems in Factorlink/PACE and syndication manager application
Track and manage multiple incidents at the same time
Understand and adopt the business priorities in day to day work
Track issues and its priorities and represent during new Release scoping
Understand the business processes wing to wing and be able to support the business users
Manage and coordinate root cause analyses, investigations incidents or request related
Be able to provide extracts/evidences from Factorlink/PACE database for Audit reviews
Document IT processes and build/maintain knowledge base
Work with other ITIL process owners to ensure there is an integrated approach to the design and implementation of incident and request management, problem management, event management, access management and request fulfillment
Document and work according to documented ITIL processes
Execute and coordinate approved / requested changes on different layers of Factorlink/PACE and surrounding applications/databases
Execute and coordinate testing in case new development for IT
Ownership of Post Mortem Reports for significant service interruptions
Participate in monthly meetings with the IT management team to discuss progress and issues to be resolved, and report progress on a weekly basis to the RTS lead
BSC in Computer Science/Information Systems or BComm or equivalent relevant work experience
ITIL working knowledge on Incident and Request management
Strong experience with systems administration, or IT/Business analyst position mainly 3 tiers applications/systems
Experience in application support/development which used .NET C#, Visual Basic or JAVA
Working knowledge with Oracle SQL/PLSQL
Experience in interface build and operations such as flat files/XMLs via FTP/sFTP, WebServices, MQ, WebApi, WCF
Able to manage multiple requests, incidents at the same time
Writing and maintain SOPs, IT process documentations and understanding business specifications
Effective written and verbal communication skills in English
Ability to comprehend and effectively deal with cultural differences
Must be self-motivating, self-directed and be able to work under pressure and in fast paced team environment
Experience in ITIL – mainly in Incident, problem and request management processes
Working with remote/offshore teams
Experience in incident management role is a plus
Flexible in working hours

114

IT Support Analyst Resume Examples & Samples

To manage and support desktop / laptop hardware and Business software systems within agreed SLA’s
To plan, evaluate and propose improvements to desktop systems and provide extended support as and when required
Assist local network installation projects, including cabling and patching
Assist network server support and maintenance procedures
Assist in the maintenance and administration of telephone systems
Develop allocated primary skills in support of the Operations team
Assist in local project implementation, such as technology refresh and rollouts and project work
Respond to Helpdesk reported support calls via telephone/desk-side support and remote access assistance
To maintain the Helpdesk system, recording appropriate information for fault incident and fault resolution as well as new requests
Responding to Helpdesk reported change requests
Escalating support calls as prescribed by the escalation procedure and within the service level agreement
Carry out administrative duties; e.g. maintenance of user access rights, and distribution of consumables etc
Provide support to other regions when required
Seek continuing professional development and technology awareness
Deputise in the absence of the Regional IT Lead if requested
Strong customer liaison skills
An organised and systematic approach to problem solving
An understanding of and commitment to Health and Safety and Equal Opportunities practices
ITIL Framework certified
ITIL Foundation version 3 Certified required
Degree or equivalent qualification MS Certifications (preferred) A+ N+ MCSA required
MCITP (advantage)
At least five years’ hands-on experience of operating systems, with particular emphasis on Windows 7 and Windows Server 2008 / 2012
Strong PC hardware understand and competency

115

IT Support Analyst Resume Examples & Samples

Provide exceptional customer service in person, via phone and email as appropriate
Resolve help desk issues including troubleshooting hardware and software issues
Perform user administration duties
Microsoft Office 2007 to 2013
Windows 7, Windows 8, Windows 10, XP and Vista
Windows Server 2003 and 2008 and 2012
Remote Desktop support
Small Business Server 2008/2011
Active Directory and Exchange
Patch management
Advanced printer / peripheral device troubleshooting
TCP/IP, DNS and DHCP
Remote support for handheld smartphones and tablets

116

H&B IT Support Analyst Resume Examples & Samples

Administer ongoing and annual enrollment daily benefits system activities
Receive and update data files of client information for new or contracts to be renewed into benefits platforms
Process system data updates such as indicative data, election data, dependent and beneficiary data
Develop and maintain system processing documentation
Process and fulfill enrollment worksheets, confirmation statements and other benefit documentation
Support access management and issues of first level of resolution into Benefits platforms
Support IT platform implementation processes (Testing and End users trainings)
Carry out testing sets
Design training programmes and carry out them
Prepare the learning environment and resources, including setting up IT equipment where appropriate
Deliver training programs in formal (e.g. a classroom), informal (e.g. floor-walking) or online (i.e. e-learning and webinar) settings
Support and coach end-users related to benefits platforms

117

IT Support Analyst Resume Examples & Samples

Coordinate or participate in special projects / initiatives
Create, submit and handle requests for change
Prioritize, schedule and manage problems when enhancements or fault resolution are required
Create and manage user accounts based on users' information and their role in the company, in compliance with audit processes and license agreements with suppliers
Assist finance in the application of change to the ERP system, such as data import, value updating and data restructuring using system functions
Create, deploy or enhance support, maintenance, enhancement and operation processes, for users and for the team; Analyze results and make recommendations for the enhancement of all team processes and integrate changes
Produce documentation following problem resolution and analyze trends to find a way to prevent the problem from re-occurring
Identify and learn the used and supported applications
Answer user requests in order to resolve problems relating to the operation of applications; Document all the useful information relating to the user as well as the nature of problems/incidents
Record all incidents, manage them or forward them to the business analyst or the supplier, if required
Record, trace and document the problem resolution process, including all conclusive and inconclusive decisions, as well as the actions taken, until final resolution
Communicate the problems and questions relating to applications to the main stakeholders, including the IT department, the corporative IT team and the users
Perform tests and track changes and follow up after resolution in order to ensure that the problems have been corrected appropriately
Support, manage and assist with installing and moving applications
Support, manage and assist the infrastructure team with certain technical aspects affecting the application
Direct or take part in tests and approvals
Support users with their enhancement requests; Direct and contribute to the implementation of the request or transfer it to the right person, if necessary
Act as a technical resource and expert on applications supported by the enterprise systems team
Support the front-line IT support team and the level 1 and 2 IT technicians in the resolution of problems relating to applications supported by the enterprise systems team; If necessary, provide training and knowledge transfer for applications supported by the enterprise systems team
Support the auditors in their requests for verification on ERP systems
Create/improve invoice or report template requests, if necessary
Perform functional analyses, if necessary
Create, implement or run SQL scripts for querying, support or data updating purposes
Carry out preventive maintenance, including the installation of sets of provisional changes (service packs), patches and hot fixes
Bachelor's degree in IT, information management or a related field
10 years of experience in a similar or related role
Experience with ERP systems and their typical processes covering the Finance and HR sectors
Experience in business application support in complex environments
Database experience; Knowledge of MS SQL language
Strong analytical, summarizing and problem-solving skills
Understanding of the IT infrastructure field (Server, Network etc.)
Experience in software deployment, maintenance and configuration
Excellent knowledge of MS Office Suite: Visio, PowerPoint, Excel, Word
Leadership skills and the ability to coordinate projects
Bilingual (French and English)
Excellent team spirit
Independent, versatile and committed to innovation
Capable of multitasking

118

IT Support Analyst Resume Examples & Samples

Act as a point of contact to all areas of the business for any IT support issues ensuring that all support queries are logged with the central service desk
Escalate calls where necessary to the relevant resolver group. Report on status of outstanding calls
Maintain a high degree of customer service for all support queries and be proactive when dealing with user issues
Be an ambassador of the IT Support team communicating with end users and improving the image of IT
Provide support for desktops, laptops, servers, MACs, printers, peripherals and other hardware support where necessary whilst also looking after the comms room or escalate to 3rd party hardware support
Provide support for All Windows OS, Office 365 and Mac OS
Troubleshoot and support specialist media and finance applications
Working on Starters and Leavers, requesting account setup as well as building and rolling out hardware and updating software packages
Contribute to the knowledgebase for fixes and workarounds
Maintain and monitor all AV and meeting equipment with the business
Maintain all printing devices within the business
Maintain Asset Databases
Any other tasks or projects assigned by IT Management or the business
With the Service Desk Manager provide regular training on Audio Visual, Printers and other IT equipment to the end user
Work closely with the global support teams to improve IT helpdesk systems and service
Take a pro-active approach, ensuring a sound and up to date knowledge of the IT systems used within the business and research new technologies as required
A good spectrum of IT knowledge and with 12 months’ experience or more
A solutions focussed approach
Pro-active and have the ability to work on your own
Highly organised, with excellent attention to detail
Good people skills
And understanding of Microsoft Windows Desktop OS, and Mac OS
And understanding of Mobile OS including Apple, Android, Microsoft
Proven trustworthiness in handling confidential information
Flexibility to work different shifts between 8am and 6pm
Flexibility to work outside of normal working hours at short notice
Ability to develop and nurture relationships with key users at all levels and with third party suppliers
Operate effectively under pressure with the ability to work without supervision
A commitment to quality and a thorough approach to work
Self-motivated and resilient
Excellent organisational skills and the ability to plan time effectively to ensure maximum results
Ability to take pro-active actions instead of waiting to be given tasks
Experience of setting, promoting and delivering standards of service excellence in meeting the needs of the business within a ‘clients come first’ service culture

119

IT Support Analyst Resume Examples & Samples

Works directly with business owners, IT development teams, and help desk technicians to provide service and resolve issues related to various applications
Effectively provide solution to problems to ensure customer satisfaction
Prioritize and triage issues to various IT stakeholders on a daily basis
Collaborate and collect detailed information in order to timely determine a resolution
Setup and configure user accounts in enterprise applications (example: Salesforce.com)
Help configure different SAAS applications
Work on projects on an ad-hoc basis as assigned by the senior business systems analyst
Work closely with business leaders to understand their processes, needs, priorities, and future road map
Associate's Degree from two-year College or relevant experience in lieu of required education
1-2 years related experience and/or training; or equivalent combination of education and experience
Ability to effectively present information and respond to questions from internal business customers
Excellent communication, troubleshooting and documentation skills
Experience supporting ERP systems (such as Dynamics AX, SAP, Oracle, JD Edwards)

120

Senior IT Support Analyst Resume Examples & Samples

Degree in Computer Science or a Technical Science discipline with high academic standing
Technical knowledge of ION components: Platform, MMI, Pricing (PXE & WinFits), Connectivity, Ticketing, Position, & Risk, Trading Tools
Strong knowledge of working on Windows Platforms
Basic knowledge of PL/SQL, Excel, and VBA
Use of JIRA

121

IT Support Analyst Resume Examples & Samples

Service oriented customer facing skills
Technical / Process documentation production preferred
2nd Line Desktop support experience required (OS & Hardware)
Microsoft Office product support experience and advantage
Experience within ITIL best practice environments an advantage
LANDesk and/or TouchPaper experience an advantage
Identify and resolve support issues in order to maintain IT services, enhance capabilities, and prevent system outages
Support ERoW Business Systems Manager and Marlow IT Team, in delivery of IT Services
Interface with IT Services Team, to ensure system integration and consistent approaches maintained
Comply with configuration control requirements within the IT Services’ architecture
Operate Service Delivery Toolset, in line with operating procedures

122

IT Support Analyst Resume Examples & Samples

Address incoming incidents in ServiceNow (our Service Management System)
Handle chat support inquiries
Remotely connect to employee customers’ devices to troubleshoot and resolve issues
Process hardware support calls with vendors
Actively maintain Asset Inventory for office and asset changes associated with incidents throughout Slalom
Diagnose and resolve a high number of PC, Mac, or tablet issues daily
Deploy 3-4 new machines using our SCCM based infrastructure
Build our knowledge base of support scenarios by researching, testing, and implementing solutions
Know when to have fun and when to work
A Bachelor's degree in an IT-related field or equivalent industry experience
2 to 3 years of experience in helpdesk, servicedesk or support operations in a corporate environment
Ability to multi-task in an organized fashion
Strong technical and analytical troubleshooting skills
Ability to work independently (remote management) and take ownership of issues, tasks, and problems
Demonstrated ability to research and resolve
Bonus points if you have any: Professional IT certifications, such as A+, Network +, ACMT, MCSA, or similar

123

IT Support Analyst Resume Examples & Samples

Address incoming incidents
Diagnose and resolve any number of PC, Mac, or tablet issues
Log everything in our IT Service Management system
1 to 3 years of experience in helpdesk, servicedesk or support operations in a corporate environment
Ability to work independently and take ownership of issues, tasks, and problems
Bonus point if you have any: Professional IT certifications, such as A+, MTA, ACL, or similar

124

IT Support Analyst, Vietnam Resume Examples & Samples

Communication skills (English), spoken and written
Good interpersonal Skills
Service & result oriented
Min. 3 years of professional experience within IT
Experience in IT Project management and IT Service Management, especially Supplier Management and Run Cost Management
Comprehensive Expert knowledge in up to date infrastructure technologies
Profound knowledge with Standard Microsoft Office products
Certification in ITIL standards preferred
3-5 years in IT support and project support role
Degree in Computer Engineering, Information Systems , Computer Science

125

Junior IT Support Analyst Resume Examples & Samples

First point of contact for Customers for raising IT service incidents or requests via email, phone, instant messaging or any other agreed channel
Monitor Customer infrastructure alerts using specific tools
Log and classify each incident or request using Service Management tools
Provide 1st level IT service support - perform troubleshooting and resolve if possible, perform Request Fulfilment
Escalate incidents or requests to appropriate support teams in case resolution is not possible at SD level
Keep Customer updated on agreed intervals, based on Service Level Agreements
Provide details on cause, resolution or steps using non-jargon terms
Act as an interface between Customers and Endava support teams
Fluent in English - mandatory skill
Passionate about technology, even if you don’t have previous experience in IT
Strong problem solving and communcation skills
Open to working with demanding customers and deliver to tight deadlines
Adaptable and good team player

126

Senior IT Support Analyst Resume Examples & Samples

Lead, manage and own the availability for the suite of the Business System applications and products including but not limited to Arrow, TDSS REC, CASE, Cash Transfer, Cornerstone, DRIPS, Ticketing Application, Wealth Client Onboarding and Wealth Transfer System
Design, develop and implement strategies to improve overall efficiency of the Wealth TS support model to maintain and exceed applications availability SLAs
Execute Subject Matter expertise in daily production support of operations groups for any connectivity, processing or functionality issues
Take a lead role within the team for a group of applications including managing Priority 1/2 issues, communicating incident updates to business partners and management teams, own end to end transition of intake from projects to support

127

Senior IT Support Analyst Resume Examples & Samples

Team leadership responsibilities
Responding to user queries regarding the application functionality, and investigation of issues
Timely creation, resolution and trending of incidents using Incident Management software (Service Desk Manager)
Limited after hours support, every other week up to 7:00 PM on a rotation basis (weekend deployments etc)
Supporting other teams with testing initiatives in non-Production environments
Assist with the planning, testing and implementation of new application deployment
Assist with the acquisition and presentation of data for Audits
Assume an “ownership” role, on behalf of the client to ensure issues are resolved

128

IT Support Analyst Resume Examples & Samples

Perform user setup and administration tasks, including Active Directory, Exchange, PeopleSoft, Kronos and custom enterprise applications
Create, review, and maintain detailed documentation on all user administration and security processes
Provide support to internal team members, tier I and II support teams, and end users of application systems
Support and administer applications running on Windows OS
Support and administer IT management systems, including endpoint security, network backup and software inventory and deployment
Support and administer mobile applications running on iOS and Android platforms
Provide support and troubleshooting for community and management company phone systems
Procure and manage Company mobile devices
Perform the maintenance and patching of end user devices and applications
Troubleshoot user access issues occurring in proprietary applications, third-party applications, and networking environments
Utilize continuous improvement techniques to analyze and improve performance and processes
Establish, maintain and document knowledge of operational processes for tier I support
Periodically perform recurring on-call responsibilities to help assist in Atria’s support environment that provides assistance to communities 24 hours a day, 7 days a week
May perform other duties as needed and/or assigned
Bachelor's Degree in computer discipline, technology or engineering highly preferred
Three (3) or more years of experience in an IT support or technical environment, with significant PC or client/server platform experience
Knowledge of Microsoft Windows Server 2008 and 2012, SQL Server 2012, Active Directory, Microsoft Exchange 2010 and newer, WSUS, Symantec Endpoint Protection, and Office 2010 and newer
Experience with enterprise-level systems management tools to deploy software, manage assets, and maintain software inventory
Experience with enterprise level administration tools to manage and monitor a robust environment
Experience creating and maintaining server scripts (PowerShell, Perl, VB) to perform routine maintenance tasks
Must be willing to work extended hours, nights or weekends, when necessary

129

IT Support Analyst Resume Examples & Samples

Design and develop high quality solutions for program/system issues consistent with project objectives and client requirements following technology architecture standards
Work with IT management and the client to ensure effective communication, integration of project issues and deliverables, and clear articulation of business requirements
Perform analysis, design, and programming, following the system development life cycle (SDLC) methodology while adhering to bank technology standards
Perform retrofitting of code changes for project development and source code control
Conduct and participate in code reviews
Participate in the creation and review of SDLC documentation as required
Contribute to team success by meeting key project milestones and overall project deliverables on time and within budget, while adhering to development and quality standards
Work independently and interact with team members and a variety of other departments
Support the CPC application and resolve production problems
On call support (7/24) is required on a rotational basis
Participate in development of test plans and scripts and system deployment plans that adhere to business requirements, and participate in the testing of developed systems/solutions
Coach and mentor other team members, participate in knowledge transfer with the team and business units
5+ years of experience in Host application design and development
Expert knowledge of the Host mainframe technical environment and tools (IMS, DB2, VSAM, JCL, COBOL, SAS, other mainframe tools) is required
Knowledge of AWF/CA7 scheduling
Ability to effectively communicate technical issues to non-technical individuals
Ability to work independently and as a strong team player
Experience with TD SDLC methodologies
Knowledge of CIF and ETL processes
Experience with Oracle and distributed platforms

130

IT Support Analyst Resume Examples & Samples

Bachelor’s degree; or equivalent combination of education and experience
6 months or more of related customer service experience in a health care related environment
Experience with Radiology PACS systems required
Effective communication skills (written and verbal) and the ability to maintain professionalism while handling difficult situations with callers or customers is required
Proficiency with computer software applications, i.e. Microsoft Office Suite (Excel, Word, Outlook, PowerPoint) or comparable programs is required
Demonstrated ability to handle complex situations with minimal supervision is desired
Self-motivated with initiative to seek out additional responsibilities, tasks and projects is desired

131

IT Support Analyst, Associate Manager Resume Examples & Samples

Level 1-2 Support
Basic Configuration of Wyse Terminals
Managing the setup of joining and leaving employees
Support for mobile devices (blackberries, laptops and mobile phones)
Hardware Equipment Support
Vendor management (printers, recycling)
Upkeep of IT rooms
Meeting support
Local network support – Patching and network hardware support
Desk moves
Support for visitors
Printer issues
Citrix Support
User account management
Active Directory administration
Other duties assigned by management
Experience in the field of IT, preferably with network management and end user support
Bachelor’s degree in Information Technology or IT related curriculum.Microsoft qualifications preferable
Excellent time management and prioritisation
Excellent communication skills in person, phone or email
Strong problem solving and technical skills
Ability to work unassisted
Ability to move or lift IT related objects (Computers, Printers, Monitors etc…)
Experience working with Citrix desktop environments and thin clients
Good knowledge of structured cabling and patching management
Excellent working experience with Active Directory administration
Blackberry administration and support
Experience with managing vendors and contracts

132

IT Support Analyst Resume Examples & Samples

Work with external vendors to troubleshoot and resolve complex software issues
Work with Applications Development and Support Teams on applications of general systems and integration with business problem solving
Serve as primary IT resource for small to medium - size projects
Work with minimal guidance; seeks guidance on only the most complex tasks
Provide support and leadership in critical production support
2+ years of experience in technical or application support or DevOps
Experience in all phases of the Software Development Life Cycle (SDLC) / System Development Life Cycle
Be available for on call support
Administration experience with Windows Server and Linux
Experience with DevOps model
Healthcare experience
Experience with some of the following: Java, networking, SSL, DataPower, WMQ, Ensemble, HL7, or SQL

133

IT Support Analyst Resume Examples & Samples

Knowledge of how to troubleshoot, configure and manage mobile devices such as iPhone/iPad and Android phones/tablets
Assist with any network connectivity issues as well as some minor system support (server hardware, network hardware)
Demonstrated experience installing and supporting Mac OSX, Windows 7, Office 2013, Office 365, and other desktop related applications
Knowledge of mobile devices such as iOS iPhone/iPad, Android cell phones and tablets and other similar technology

134

IT Support Analyst Resume Examples & Samples

Provide general end user desktop, application and network support
Maintain system security for users in accordance with policy, procedures, controls, and best practices
Provide technical consultation and training to end users
Contribute on projects to smoothly integrate new systems
Work across organizational lines to understand business requirements and improve levels of service for all Genesee & Wyoming companies
Maintain assigned applications and systems in a manner consistent with vendor best practices
Maintain the status of service requests in the company’s help-desk tracking system
Maintain IT asset inventory and software licensing compliance
Facilitate auditor requests including the delivery of required documentation
Provide support for critical business needs outside of normal business hours via cell-phone notification and communication
High level of analytical problem-solving abilities
Exceptional help desk and customer service skills
Project management & team facilitation skills
Ability to work independently and with minimal supervision
A willingness to travel and provide remote site support
Education Required or Equivalent Experience: Associate's Degree - Information Technology; or 2 years related experience and/or training; or equivalent combination of education and experience
Education Preferred: Bachelor's Degree
Related Experience Required: 2 years related experience
Related Experience Preferred: 4 years related experience
Must have a valid driver’s license

135

IT Support Analyst Resume Examples & Samples

Experience with providing technical support in a corporate environment
Strong organization skills and an ability to follow issues/tasks to completion
Passion for providing great customer service
A massive amount of curiosity and desire to figure out how things work
Experience supporting Citrix Virtual Desktops
Technical Certifications (A+, Network+, Security+, CCNA, etc)

136

Lead IT Support Analyst Resume Examples & Samples

AA / AS degree or equivalent work experience
Three (3) years’ experience in a team lead role
Experience with iSupport Enterprise Incident Management system or similar incident & request tracking system
Advanced computer, telecommunications, networking and remote access experience
Good planning, organization, and time management skills
Must have good leadership skills in order to direct team members
CB*

137

IT Support Analyst Resume Examples & Samples

Ensuring that all end user issues and new service requests are resolved to ITIL frameworks
Assisting with hardware and software installations
Supporting system enhancement initiatives, testing and implementation
Working to SLA and KPI targets including management of calls to closure and escalation of calls to Technical Engineers
Supporting Microsoft products
LAN and WAN networking and web based systems
User access control though Group Policy
Client side software such as Sophos Protection Suite
Client management using Active Directory, remote access tools and Cisco IP Telephony
Troubleshooting issues with peripherals and mobile devices
Working under pressure whilst maintaining a calm approach
Working in a team and on own initiative
Providing an enthusiastic, helpful and approachable service

138

IT Support Analyst Resume Examples & Samples

Answer phones politely and speak clearly and confidently at all times
Politely handle customers at all times
Log all service desk interactions
Follow standard help desk procedures
Track and route break-fix incidents and requests and document resolutions
Respond to requests for technical assistance via phone and electronically
Document, track and monitor incidents to ensure a timely resolution
Research technical problems and consult with appropriate technical or service personnel for follow-up
Inform management of recurring problems
Working towards a Bachelor’s degree, preferably in Business, Computer Science, or Management Information Systems (MIS)
Working knowledge of troubleshooting and providing help desk support
Understanding of software installation techniques
Client hardware knowledge and diagnostic skills
Understanding in administering O365 portal
Knowledge of MS Windows operating systems, MS Office Suite, and MS Exchange technology
Knowledge of DNS, DHCP and strong TCP/IP skills including WAN/LAN connectivity skills
Knowledge of Active Directory and Terminal Services
Knowledge of general printer support
Minimum 2 years of experience in a support desk position

139

IT & Support Analyst Resume Examples & Samples

1 Project Compliance
Facilitate project governance artifact management Conduct project phase-gate audits to ensure project artifact compliance Support project financial reconciliations and project closeouts Assist Finance in management of useful life and depreciation reporting of assets Communicate status through use of SharePoint dashboards/executive reports
2 Operational Metrics
Coordination with various IT functional areas to develop and track key operational metrics Provide reports on metrics to IT management Enforce compliance to data delivery Communicate status through use of SharePoint dashboards/executive reports
3 Project methodology
Support the management and governance of the Software Development Lifecycle (SDLC) methodology and artifacts SharePoint Administrator for the SDLC site which will require updating and versioning Provide training and support for onboarding resources Responsible for Capital Request (CR) template 4 Clarity Support/ Financial transactions
Perform transaction entries and financial audits for all required monthly charges allocated to capital projects as well as all transactions associated to a Purchase Orders Audit and execute requests around PO requisitions and receiving Assist in invoice receiving; reconcile items that are on hold with the respective owners First line of support for operational issues related to Clarity, SharePoint and Integrify
Bachelor’s degree required in Business or Finance or related field
2-4 years’ experience
Auditing experience a plus
Must be highly proficient in Excel, Word, PowerPoint
Proficient with MS Office products (especially Excel/VBA/Macros/Formulas, PowerPoint, Word and Visio. SharePoint and MS Project a plus)
Self-starter, desire to learn and contribute
Must have the ability to prioritize in a high-pressure environment
Resourceful with excellent organizational skills and extremely detail-oriented
Excellent interpersonal, verbal, written and communication skills
Strong time management skills, ability to work independently and within deadlines
Strong work ethic and attention to detail
Demonstrated ability to organize, process and analyze a large volume of information in a timely manner

140

IT Support Analyst Resume Examples & Samples

Install, reinstall and replace PC’s, tablets, phones, scanners, printers, software
Assist in movement of PC’s and other IT equipment, within the limits set by the SLA. Disconnect and (re-)connect equipment
Maintain inventory of hardware and software, and monitor software legality
Address 2nd level problems and requests with regard to PC hardware and desktop application software
Support mobile and stationary telephony, including optimization of contracts with providers, search of new services, purchase and distribution of equipment, connection of services, work with invoices
Remote users’ support via telephone and remote desktop software
Control users’ compliance with information security policies, report on information security breaches to Regional IS Manager. Participate in information security audits
Ensure equipment and consumables purchase, registration and distribution among users
Interact with suppliers within area of responsibility, control execution of agreements between SCA and suppliers. Make suggestions on optimization of work with providers, participate in tenders if needed
Develop instructions for users and other documents and provide trainings for users in own area of responsibility on line manger’s request
Timely create, block and delete PC systems user accounts
Contribute to IT information on intranet with regard to the specific site. Maintain, or contribute to, FAQ’s and knowledge base on intranet
Where agreed with Line manager, acts as interface between 3rd level support and local users for all IT issues, passing on problems and requests to the Global 3rd level support teams
Actively contribute to the development of the RIS organization and SCA-IT Services, and participate in teamwork; suggest improvements; offer exchange of experience and knowledge
Perform Service Desk analyst
Perform tasks of IT infrastructure support specialist
Comply with local regulatory acts issued by SCA

141

IT Support Analyst Resume Examples & Samples

Act as a single point of contact for all phone calls and emails from the users for all IT related incidents from in-house software to hardware and log them in the Service Delivery tool
Troubleshoot basic network issues such as ADSL broadband issues, Wireless, etc
Perform new hardware and software implementations
Provide necessary IT assistance for the new hire onboarding process
Maintaining an asset database and track changes
Deliver IT Project Support (e.g. desk move, server room equipment installations, office move, etc.)
Ensure all user information is correct and up to date in the IT systems
Provide status updates to the user community and North American IT team when required
Perform Active Directory tasks such as creating user accounts, resetting passwords & creating groups
Supporting remote employees and employees working from home through VPN technology (UAG)

142

IT Support Analyst Resume Examples & Samples

Provide 2nd line PC support ensuring they are dealt with in a timely and effective manner in accordance to SLA's
Routine IT operational tasks
Utilisation of new technologies to improve process efficiency
Development of bespoke systems to meet the needs of the department including Word, Excel, Access , VB.NET and ASP.NET
Production of various reports using SQL and MS-Query
Educated to A-Level or degree standard
1-2 years’ experience preferred but not essential
Broad knowledge of/experience in end user computing and PC based applications
Knowledge of some/all of the following
Windows 7/10
MS Office 2013
Visual Basic for Applications
Visual Basic .NET
SQL (Structured Query Language)
ASP .NET

143

IT Support Analyst Intern Resume Examples & Samples

Research, document, and resolve data and/or investment system issues
Assist the team with investment system user questions
Review new system functionality
Assist with information gathering for projects or current initiatives
Participate in testing of information processed through software applications as well as new releases
Accurately set up and maintain records such as portfolios, bank accounts, and general ledger information
Gather and report team metrics
A general understanding of fixed income securities is a plus

144

IT Support Analyst Resume Examples & Samples

Monitor and respond to events and alerts effecting mission critical computing environment using multi types of monitoring tools including HP Open View and SCOM
Resolve issues at first point of contact using multi platform skills including UNIX, Linux, and Windows Operating System. Must know UNIX command line and VI editor
Able to provide Event Management (SEV1) support during crisis situation, set priorities, divide/share the load
Support batch processes running in UNIX, Linux, and Windows environment
Support backup jobs, load unload tape drives, restore files, monitor, track and restart backup jobs using netbackup tools
Support account management including Create, Terminate and Permission type of requests using multi platform systems
Participate in hardware installation and configuration projects as required, including working in high availability Data Center environment and inside clean room (Fab) environment
Track problems, changes, and service requests until resolution, utilizing online problem management systems like Remedy and Service-now
Good customer support experience, communication skills both written and verbal, and teamwork experience
Able to follow documented Policy and procedures accurately and in timely manner (motivated, take initiative, and being proactive)

145

IT Support Analyst Resume Examples & Samples

One to two years related experience and/or training
1 to 2 years in an IT Help Desk or related IT field
Knowledge of Windows Operating Systems, and productivity application support, deployment, security updates and troubleshooting
Knowledge of Exchange, Windows NT, Windows XP, Windows 7 TCP/IP
Must have strong PC skills
Mobile Device and VOIP skills a plus but not required
Troubleshooting skills / ability to think outside the box
Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization
Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations

146

IT Support Analyst Resume Examples & Samples

Provide 1st / 2nd line IT support for all users in the UK office in a friendly and professional manner via telephone, email or face to face
Log and manage IT requests/issues on the eOne Helpdesk and ensure successful resolution or escalate where necessary
Help configure and roll out new or replacement hardware such as PCs, Laptops and Mobile Devices
Setup new starter network/emails accounts and hardware in accordance with tasks generated on the eOne Helpdesk
Install and upgrade desktop software such as Windows, Microsoft Office, Microsoft Dynamics NAV, IBM Cognos TM1 and MACCS
Help move and setup IT hardware ranging from desks moves, to installing switches and servers in UK comms and patch rooms
Anticipating potential problems and ensuring that they are fixed before they become an issue
Create & maintain internal support documentation
Assist with local and global projects/initiatives

147

IT Support Analyst Resume Examples & Samples

Responsible for all IT service desk calls – logging all problems, generating reports, providing solutions including assigning problems to other I.T. members or external support providers. Two way communication with users on service desk calls
Ensure systems and processes are in place to manage calls with appropriate escalation processes
Procurement, installation and maintenance of IT equipment including laptops, desktops, printers and other IT peripherals
Manage, maintain and report on backups across the business
Effective communication with users to ensure full details are gathered on the nature of any helpdesk calls raised to ensure that appropriate resources are assigned to it
Log calls with third parties and consultants and follow up to ensure resolution takes place
Follow up calls with other IT members and report back to users
All calls are dealt with promptly and effectively in order to achieve maximum ‘recovery&#8217
Act as technical advisor to users
Ensure prompt and regular feedback to line manager; team, user, markets’ issues or opportunities
Actively seek continuous improvement alongside generating and maintaining documentation & flowcharts of IT support processes
Providing IT inductions for new associates
Provide technical backup and assistance to the senior technical team for back end architecture
Play a key role in IT projects and be the regional lead on global projects where appropriate
Management of telephone calls and written communications are prompt and professional at all times
All critical communications with users are recorded and reported as appropriate
Ensure positive relationships and effective Customer Service
Pro-active communication to users
Ensure communication within team and the wider business is effective, relevant and timely; managed with appropriate courtesy
Proficient in Microsoft Windows, Microsoft Office Suite
Basic Networking skills required
Active Directory user setup and basic MS Server skills required
Microsoft Skype for Business, Adobe Creative Suite, Microsoft Sharepoint, Apple Mac experience all an advantage
Excellent problem solving and prioritising skills
Planning and organising, time management
Continuous improvement minded
Conscientious, attention to detail
Knowledge of ITIL an advantage
Willingness and desire to expand current skillset in a fast-paced work environment
Able to travel - UK & International

148

IT Support Analyst Resume Examples & Samples

Experience with Clustering – build, troubleshoot and support
Working knowledge with storage (ability to connect MS Windows Servers to SAN storage and troubleshoot)
Practical hands on experience - troubleshooting MS Windows, hardware issues and application issues
· Demonstrated experience with applying CPUs and Patch Sets
Working knowledge with storage subsystems
Clear understanding of ITIL framework
Solid understanding of access fundamentals
Enterprise environment experience - working on large-scale projects
Project-based work and support-related experience
Management of 100+ servers
· Must be able to effectively represent the Windows team on escalated incident management calls from operations
Provide management escalation for support calls including on-call afterhours support
Ability to maintain a positive attitude while working with high demands and tight deadlines
Highly organized and possessing strong analytical skills
Highly adaptable with ability to work in a fast paced demanding environment
Must be team-oriented with ability to work well with multiple teams in a cross-functional setup
Self-motivated, with strong sense of ownership and urgency to deliver projects/tasks in a timely fashion
Financial Services IT experience
Broad experience with IP networking concepts - routers, firewalls, etc
Demonstrated experience in server install, troubleshoot, and decommission in an enterprise class datacentre

149

IT Support Analyst Resume Examples & Samples

Windows 10 and 8.1
Microsoft Office 365, 2016 and 2013
Windows Server 2012 R2
Skype for Business 2015
PC and peripheral hardware & fault finding
Ethernet networking

150

Senior IT Support Analyst Resume Examples & Samples

Strong experience providing technical support for Fixed Income Cash, Interest Rate, Credit Desks within an Investment Bank
Strong experience working with both projects team & business users
Familiarity with eTrading application such as TradeWeb, CanDeal and Market Axces
Understanding and prior experience of full end to end cycle for quoting, trading, electronic trade confirmations, settlement, P&L valuations
Be a point person for the group of applications supported
Develop and maintain excellent working relationships with front office, Operations & Finance, Treasury Credit, Risk Management, TDS Technology, ITS, and Vendors
Assume an “ownership” role for production issues
Ensure timely notifications of possible issues/problems to management and provide options and recommendations for prompt resolution
Be responsible for opening an incident ticket in Service Desk for each incident and ensuring that the all data is filled correctly and is closed in a timely manner
Assist with reviewing Incident Tickets to ensure completeness
Be on the pager rotation as required
Participate in DRP activities for various applications
Work with the IT Manager in standardizing the support activities within the group as required
Follow change control procedures all changes, and ensure that all Change Requests are accurate and properly filled out
Be responsible for any maintenance activities, upgrades, and releases assigned
Take lead on / assist Manager with Post Incident reviews as required
Must have applications knowledge such as ION-WINFITS, ANVIL, Bloomberg and any other trading applications
Ability to independently and effectively troubleshoot client applications issues of moderate to high complexity
Support a work environment that promotes customer service, quality, innovation and teamwork and ensure timely communication of issues / points of interest
Participate in knowledge transfer within the team, and business units
May coach, lead and/or develop others
Testing Experience required fixing bugs and small enhancements
Strength in developing scripts using appropriate tools to address gaps in the application and system (to simplify and enhance the application/system environment)

151

IT Support Analyst Resume Examples & Samples

Background check / drug screen; Must be able to qualify for a Department of Energy Q Level Security Clearance
Candidates local to Oak Ridge / neither per diem nor relocation offered
Coordinate installation, maintenance and support schedules between Vendors/Suppliers who provide information technology services
Provide off-hours support as required
Review Backup logs to ensure core systems are performing properly
Perform Cyber Security prevention and response related tasks as directed
Minimum of a Bachelor's degree in Computer Science, Information Technology or other related field
2 - 5 five years of hands-on experience working in an end-user desktop support role or computer operations environment required. An equivalent combination of education and/or experience in may substitute for education on a year for year basis
The ability to qualify for a Department of Energy Q Level Security Clearance
Experience and comfort working in a fast-paced and challenging environment
Candidate should exhibit the passion and commitment to provide the highest level of professionalism to the organization
Strong Windows Systems Administrations skills with Windows Server 2008 R2 through Windows Server 2012
Experienced Troubleshooting and Operational Skills with Windows Microsoft Windows 7, Windows 8, Windows 10
Experienced Troubleshooting and Operational Skills with Windows Microsoft Office 2010 to 2013
Experience with Remote Desktop support
Entry Level Knowledge of TCP/IP, DNS and DHCP
Remote support for smartphones and tablets
Enjoys working in a collaborative team environment
Ability to perform multiple tasks concurrently and respond to emergency situations effectively

152

IT Support Analyst, Associate Resume Examples & Samples

Minimum 2 years help-desk support experience with computer hardware, software, and networks preferred
Customer service, technical training and/or industry standard certifications preferred
Associates, technical or bachelors degree in IT related field preferred
Excellent communication skills and good customer service orientation required
Complete ITCS New Hire Training, HDI Customer Service Training and Ticketing/Email Training

153

IT Support Analyst Resume Examples & Samples

Excellent UNIX experience
Experience with SQL/Oracle
Knowledge of Unix, Oracle, SQL and SAS is required
Experience with TD System Development Lifecycle (SDLC) and Project Management Lifecycle (PMLC) would also be an asset

154

Radiology IT Support Analyst Resume Examples & Samples

Responds promptly to Radiology IT Help Desk calls
Assists users, including radiologists and technologists, with any necessary troubleshooting of PACS and/or Medical Imaging IT application issues associated with daily operations in Radiology
Provides users access to systems
Monitors systems and critical interface queues
Works directly with vendor support to resolve technical issues as needed
Escalates system issues and high priority problems to Manager or 2nd tier support
Troubleshoots / repairs network connectivity problems and provides network connectivity support for new imaging equipment installs or equipment relocations
Supports the Radiologist Clinical Workstation [RCW] PACS Workstation used for the diagnostic interpretation and report generation of all BWH, BWFH and DFCI Radiology Imaging
Supports the Speech Recognition system used for Radiology report generation
Responsible for the technical support of image delivery and distribution for “Nightwatch” teleradiology services provided by Brigham Radiology
Responsible for support of hardware and applications used by Brigham Radiology employees working off-site (Radiologists, Schedulers & Transcriptionists)
Assists vendors with new Modality integrations and connections to PACS Participates in both regular daytime and after hours “on-call” rotation
Given the complexity of imaging applications, a radiologic technologist or related experience a plus
Knowledge of clinical IS systems
Project management skills a plus
Effective communication skills with clinical and administrative staff
Ability to work with professional staff at all levels
Proven ability to work well with others both in a support capacity and in a team

155

IT Support Analyst Resume Examples & Samples

Provide a considerate, professional, and accessible point of contact for IT services
Respond to incoming support requests via e-mail and phone calls in a timely manner
Provide computer hardware, software, and application support for all departments and associated offices
Research and troubleshoot problems using available tools such as a knowledge base and remote control
Manage, update, and maintain the service-desk problem tracking, inventory, client, and knowledge databases
Maintain a high level of detailed documentation
Respond, as needed, to network, server, and communications problems 8. Diagnose and resolve complex printing problems
Work as a third party liaison to service providers to provide installation, maintenance, and warranty services
Identify appropriate second-level resources and assign work-order tickets as needed
Maintain an up-to-date level of expertise
Resolve all assigned work-order tickets in a timely manner
Work to maintain and exceed Service Level Agreements
Associates degree in Network Systems, Information Technology, or related field Internship experience
An A+ Certification and/or Network+ Certification
Experience with direct customer support in a technical environment preferred
Help Desk Analyst Certification or equivalent experience desired
Internship experience in related field preferred
Proven ability to resolve problems efficiently and effectively, recognizing customers competence levels, and interacting with customers competently and courteously while exhibiting an appropriate sense of urgency
Work effectively within a team-oriented customer support culture
Knowledge of Microsoft Office application software and Windows desktop operating systems
Knowledge of basic networking fundamentals, PC hardware, and peripheral devices
Excellent interpersonal, written, and oral communication skills
Proven ability to balance, prioritize, and organize multiple tasks

156

IT Support Analyst Resume Examples & Samples

You have a solid understanding of the PC world, including Microsoft products
You have experiences and interest in performing administrative tasks
Fluent English and Danish skills are essential
As a person, you are service-oriented with a sense for responsibility
You have no problem with working in a fast-paced environment, where you need to multitask

157

IT Support Analyst Resume Examples & Samples

Participates in the development and implementation of business software for the enterprise including coding, testing, documentation, and implementation
Provides Level 1 Help Desk support for all applications and systems within negotiated Service Level Agreements (SLAs)
Attempts to troubleshoot and resolve all incidents reported to the Help Desk
Conducts first level support using documented procedures and available system tools
Administers id’s, passwords and security rights for all internally developed web-based systems
Documents processes and procedures as required

158

IT Support Analyst Resume Examples & Samples

Interprets, evaluates, resolves and tests client inquiries or issues pertaining to the functional operation of application hardware and software
Analyzes simple to complex requests, inquiries and issues to determine the appropriate technical area or vendor to resolve problem
Alerts clients and team members in a timely manner when a major problem is suspected
Documents and tracks status of client inquiries/incidents and coordinates appropriate response and follows up to ensure client satisfaction
Translates technical details into business relevant language
Strong communication and interpersonal skills with technical and non-technical clients
Experience in email and user administration. Knowledge of batch processing and transmissions management
Strong oral and written communication skills to include using e-mail, chat and telephone conversations
Proven technical aptitude to include strong troubleshooting skills
Detail oriented with good problem solving skills
Demonstrates and exhibits initiative and is assertive when necessary
Understanding of Active Directory, security groups and best practices

159

Senior IT Support Analyst Resume Examples & Samples

Ability to quickly learn complex systems
Working level understanding the design and development according to standards
In depth understanding of problem, incident, change management, deployment and release principles and best practices. TD specific knowledge and experience considered a significant benefit in this area
In depth knowledge of technical environments and tools
Experience with at least one programming language typically used in production data platforms, like Scala and Java
DB2, Oracle, MS SQL
GIT (Code management), STASH (Repository), JIRA (Planning/Tracking) and JENKINS (Continuous Integration)
Strong customer orientation and a professional approach with the ability to interact with our business and project partners
Thrive in a highly collaborative environment where agility is paramount
Be proactive with your technical training and stay up-to-date in such ways like participating in local meetups, blogging or contributions to OSS

160

IT Support Analyst Iv-data Information Systems Resume Examples & Samples

2-5 years relevant experience
Strong verbal and written communication skills are essential
Ability to quickly learn complex systems
Working level understanding the design and development according to standards
In depth understanding of problem, incident, change management, deployment and release principles and best practices. TD specific knowledge and experience considered a significant benefit in this area
In depth knowledge of technical environments and tools
Experience with at least one programming language typically used in production data platforms, like Scala and Java
DB2, Oracle, MS SQL
GIT (Code management), STASH (Repository), JIRA (Planning/Tracking) and JENKINS (Continuous Integration)
Strong customer orientation and a professional approach with the ability to interact with our business and project partners
Thrive in a highly collaborative environment where agility is paramount
Be proactive with your technical training and stay up-to-date in such ways like participating in local meetups, blogging or contributions to OSS

161

IT Support Analyst Resume Examples & Samples

3-5 years of experience in IT support & services function
Software experience: Window 7-10, MS Office, SCCM, Active Directory, etc
Experience with Cisco Call Manager Express and/or Arcana
Ability to build and maintain business partnerships
Strong communications (verbal and written) and presentation skills
Bachelor's degree in IT or equivalent certification preferred

162

IT Support Analyst Resume Examples & Samples

1+ year of technical help desk supportexperience
Ability to travel 20% of your time (Chicago, Irvine and Seattle as needed)
Hands-on technical help desk support experience to include
Imaging / Application Deployments
A desire to help people and provide extraordinary customer service

163

IT Support Analyst Resume Examples & Samples

Monitor Infrastructure and Operations Request Queue
Provide 1st Level Technical Support
Prioritize Incidents and Requests
Assign Tickets to other team members that requires 2nd Level Technical Support
Provide 2nd Level Technical Support when not managing the queue
Windows and Mac OS , Office for Windows and Mac
PC and Mac Hardware support
Maintain Desktop and Laptop Imaging Process
Image and Deploy new hardware
Employee provisioning and de-provisioning
Audio Visual Equipment Support, Conference Room and Event Support (Gaming Consoles, Plasmas, Gaming PCs, Life-size 220 Conferencing System, Skype for Business Integration)
Printer Support
Execute IT side of employee moves
Asset Management: Maintain accurate records of PC and laptop serial numbers and base configuration in ServiceNow
Contribute to the development & implementation of Infrastructure and Operations systems & processes
Contribute to the creation and ongoing review of departmental reference documents and I&O intranet
Recommend new technology and process improvements to other IT-Team members as required to improve operational efficiency
Assist with onsite/offsite support for Ubisoft events (must be willing to work outside of normal business hours including weekends)
Active Directory Object Administration
Skype for Business integrated VOIP Telephony Support
4 years minimum related experience required
Advanced knowledge of Microsoft applications required
Install, deploy, and upgrade to Windows 10, including ensuring hardware and software compatibility
Configure pre-installation and post-installation system settings, Windows security features,
Maintain systems, including monitoring for and resolving performance and reliability issues

164

IT Support Analyst / Help Desk Resume Examples & Samples

Logs all incidents reported via telephone, email or voicemail
Attempts to troubleshoot and resolve all incidents reported to the Help Desk
Distributes and dispatches incidents to the appropriate support groups as needed
Ensures timely escalation of customer issues by gathering detailed information and assigning an appropriate priority level and resolution target
Conducts first level support using documented procedures and available system tools
Coordinates and tracks all system level production down resolution as necessary per documented procedures
Administers ids, passwords and security rights for all internally developed web-based systems
Provides support for remote users (VPN and other connectivity issues)
Documents processes and procedures as required
Ability to actively collaborate with vendors and other support teams for problem resolution
Ability to analyze information and use logic and process to address work-related issues and problems
Ability to function effectively under pressure as well as manage multiple initiatives
Ability to perform well in a team environment, with staff at all levels, to achieve business goals
Average manual dexterity work in use of a PC, phone, sorting, filing and other office machines
Maintain and secure sensitive/confidential information
Ability to work proficiently with Microsoft Word, and Excel
Working knowledge of HIPAA privacy and Security rules
Ability to work weekends and overnight hours as needed
Light travel may be required
High School Diploma GED required – 2 years AA or +1 year
Exp - A+, N+, MCP, MCSE certifications preferred but not required
1 yrs Desktop/Helpdesk support experience
1 yrs experience on hardware issues including PC's, laptops, printers, and blackberries,
1 yrs experience setting up and installing Windows XP, Windows 7 and Microsoft Office applications 1yrs VPN experience

165

IT Support Analyst Resume Examples & Samples

Provide technical support to store personnel
Respond to telephone calls, email and personnel requests for technical support in a timely manner
Determine users’ needs and communicate effectively with team members to resolve issues in an efficient matter
Support all store technology including: staging PCs and registers, installing and reinstalling hardware and software applications and other platforms and devices
Communicate with vendors to resolve issues and make repairs
Provide support for POS systems and other issues escalated by the helpdesk team
Resolve less complex problems immediately, while more complex issues are appropriately identified to a higher level of support
Document and record problem management information gathering and resolution steps in a consistent and organized manner, using the company’s Helpdesk ticket system, following department Standard Operating Procedures
Monitor, prioritize and respond to all user requests that come into the ticket tracking system and make sure all requests are escalated correctly
Manage projects and other work assigned in a timely fashion
Must have flexible availability including weekends and holidays as per the needs of the stores
1-4 years working in a Helpdesk environment
A+ Certification a plus
Excellent technical troubleshooting and critical thinking skills
Proficient with Microsoft Suite products a must, such as Windows Operating Systems, Office, Microsoft Active Directory, Exchange, Microsoft SQL, etc. MAC OSX a plus
Exposure to POS technology, Xstore POS a plus
Basic Understanding of SQL Queries and databases
Proficient with installation of computer hardware and software
Must be organized and capable of working in a fast paced environment

166

IT Support Analyst Resume Examples & Samples

High school graduate or have received their GED
3+ years of computer experience including Outlook, Microsoft Word, and Excel
1+ year of experience providing technical support
College Degree OR technology certification required (Apple Certified, CompTIA A+, MCSDT, MCITP)
Proficiency with various computer, software, and network systems
Experience with trouble ticket management systems is preferred
Ability to handle multiple priorities concurrently in a fast-paced, high-volume, and team-based environment
Must have excellent listening, verbal, and writing communication skills
Capable interpersonal skills with a collaborative team approach

167

Senior IT Support Analyst Resume Examples & Samples

Lead the Knowledge Management Team responsible for the development and maintenance of an Enterprise IT Service Desk Knowledge Base
Develop, expand and maintain the existing Knowledgebase
Lead the development of Standard Operating Procedures (SOPs), Work Instructions, best practice, industry standards, and Design and formatting for the Knowledgebase
Collaborate with and coordinate the inputs of Subject Matter Experts, Business units, IT Teams, and manage the delivery of new/revised knowledge artifacts for publishing
Design and coordinate Knowledge management within the Role of Service Transition and Change management
Build and Develop Knowledge communication plan to Global Service Desks for publishing releases, changes, etc
Expand the knowledge of the entire Enterprise Service Delivery Team
Ensure program deliverables such as SOPs, Plans, and reports are delivered on-time and meet quality standards including leading review and coordination with IT POC’s
Perform document review, product audits, and process audits
Ensure Knowledge Article life-cycle processes are adhered to; driving quality, metrics, reporting and continued service improvement across all areas of IT
Work with all levels of IT and the Business on driving all support related functions/steps into the Knowledge database
Strong Technical Writing expertise
Highly proficient in communicating complex concepts and their value in tangible, easily

168

IT Support Analyst Collaboration Technologies Resume Examples & Samples

Provide first and second level support for Office 365 tools including SharePoint, Exchange/Outlook, and Skype for Business
Work closely with other Allegion information technology groups to refine and document current and future state business processes, and to analyze interactions and interdependencies
1-year experience administering and developing solutions in SharePoint
Strong knowledge of Microsoft Office 365 and its capabilities
.NET, PowerShell or similar scripting language
Strong collaborative skills and ability to work in a dynamic fast paced environment
Strong interpersonal relationship building skills
Excellent communication skills (oral / written), presenting, listening, and informing. Ability to communicate up, down, and across the organization
Minimal travel

169

IT Support Analyst Resume Examples & Samples

Tool admin work including timely population of tools, daily health checks, patching and upkeep, responding to incidents and managing recovery, maintaining high availability, etc
Incident, problem, change and chronic issues management related to the tools and related infrastructure
Work with teams to effectively secure solutions, to ensure the requirements appropriate documentation is created and change management policies are followed
Deliver the Network Tools deployment and associated services in a reliable, timely and consistent manner as they are often a key component in large initiatives that have tight timelines, business and technical requirements
Interact with Lines of Business, Support Groups and Front Line Operations to understand requirements and recommend solutions
Maintain documentation on Sharepoint
Deliver upon customer service requests coming into the team
Maintain all relevant security and other controls relating to the tools
Scripting/automating tasks and procedures
Enhance functionality where needed and provide training to peers or other teams as needed
Work with Vendors when deploying, resolving issues or monthly operational meetings
Ensure Request/Incident/Change management policies are defined and adhered to
University, College degree or equivalent experience with Network Tooling
Minimum 5 years configuring and supporting Network Tools, DNS/DHCP as well as SAN/NAS tools
DNS/DHCP tool support expertise is a requirement
SAN/NAS and Data Protection tooling expertise and experience is an asset
Adequate working experience in underlying Network, SAN, NAS related technologies in order to understand platform tooling requirements
Experience with assessing operational readiness requirements, HLD, LLD, failover design assessment in a similar role will be a definite plus

170

IT Support Analyst Resume Examples & Samples

Assists users with issues or requests regarding internal and external web applications, phone systems including phone reporting, video conferencing, mobile devices and others
Oversees and manages of Cal Water’s internal and external web applications, mobile devices, video conferencing, PBX/VoIP system, and collaboration tools systems
Works with external vendors to support Cal Water’s internal and external web applications, mobile devices, video conferencing, PBX/VoIP system, and collaboration tools systems
Works with Business Owners on the requirements needed for systems such as SharePoint, websites, phone system, video conferencing, and mobile devices
Works with vendors and business owners to propose, design and test solutions selected
Performs work safely by adhering to Cal Water Safety programs and policies as well as reporting hazards and unsafe conditions
Occasional travel to the districts to support IT operations
Performs other duties as assigned in order to fulfill business operational needs and Company objectives
Attends meetings and training as directed by California Water
Participates in the Company’s Continuous Improvement program and projects
Other duties of the same or similar nature
Associate's degree (A. A.) or equivalent from a two-year college or technical school, or one to two years of related experience and/or training, or equivalent combination of education and experience
Ability to research and present different solutions to fulfill the requirements requested by Business Owners
Self-motivated with the ability to work independently or as part of a team
Attention to detail and strong organizational/time-management skills
Provide courteous professional customer service and possess a positive attitude
Strong troubleshooting skills with the ability to troubleshoot problems from start to end
Excellent verbal and written skills to effectively communicate with their supervisor, co-workers, end users and at times, the public through any types of communication such as in-person, phone, email or ticketing system
Ability to effectively present information and respond to questions from groups of managers and coworkers

171

IT Support Analyst Level Resume Examples & Samples

Participate in on call after-hours and weekend support as needed
Maintain accurate and up to date notes in all tickets
Coordinate and support all desktop add/moves in the contact center

172

IT Support Analyst Resume Examples & Samples

Participate in and support capacity planning and the development of long-term strategic goals for systems and software in conjunction with end-users and department managers
Coordinate with network engineering, business application, and database administration functions to implement desktop and server systems that utilize industry best practices to meet corporate objectives
Providing support service for effective server, desktop and phone operations including setting up users and group accounts
Maintaining server backup processes and server security and providing assistance and backup for server administrator as well as performing routine system backups and restores
Maintain proper documentation of all network systems and changes
Support application development teams throughout project lifecycles
Participate in negotiations with vendors, outsourcers, and contractors to secure software products and services
Provide backup to co-workers as required
College diploma or university degree in the field of computer science and/or 5 years equivalent work experience
Ongoing attainment of industry standard certifications in client, and network-related areas
Knowledge of computer operations acquired through several years of direct experience or the equivalent
Hands-on software and hardware troubleshooting experience
Skill in analyzing and interpreting operational reports
Ability to establish and maintain an effective working relationship with clients and other technical staff. Ability to present ideas and solutions in user-friendly language
Demonstrate knowledge about common applications software and LAN protocols
Able to train clients in one-on-one sessions and assist them in resolving operational problems

173

IT Support Analyst MFT Resume Examples & Samples

Implementation, modification and deletion of file transfers in all environments according to the information provided in the corresponding MFT (Managed File Transfer) Service Request and the "Best Practice" standard templates
Check up on the information provided in the MFT Service Request; correction of wrong information found in it and returning of invalid MFT Service Request s to the requester
Collaboration and participation in projects
Operating system family: z/OS, UNIX, Microsoft Windows
Mainframe in general
Networking & file transfer

174

IT Support Analyst Resume Examples & Samples

Take full accountability for customer enquiries and either respond personally or escalate to appropriate team and ensure that a response is provided and given to the customer in a timely manner
Ensure, where appropriate, information gained from handling supports queries is promoted to our knowledge base and communicated to interested parties
Update knowledge base with known issues, tips and workarounds as required
A good team player with the ability to work on own initiative
Good basic software skills
Team player and able to engage with internal stakeholders
XML /coding experience
Knowledge of Tax and/or Accounting software

175

IT Support Analyst Resume Examples & Samples

Interprets problems and provides Tier 2 technical support for IT systems, client hardware and client software
Supports objectives and metrics for the Global IT Support Services organization focusing on On-Time Delivery to Service Level Agreement (SLA) and customer satisfaction rating
Supports IT standardization and continuous process improvement efforts through daily activities, lean initiatives, and participation on IT Project teams
Participates in after hours and weekend support rotation
Configures, installs, and maintains client hardware and software
Contributes to IT customer self-help knowledge base, department knowledge base, and IT documentation
Ensures customer satisfaction through problem resolution and follow-up
Provides queue management, service requests assignment, and level loading activities for problem management system
Reviews service requests and gathers additional information before assignment to support staff
Maintains and posts IT issues affecting multiple users on IT Service Request site
Follows and assists with maintaining established asset management procedures to support standard hardware lifecycle refresh and desktop software copyright compliance
Assists with analyzing and testing new technology for potential enterprise adoption
Assists with establishing goals, objectives, and metrics for the IT Support Services organization
Assists with defining customer support processes and procedures defining general operations, problem management and problem escalation
Participates in IT Support standardization and continuous process improvement efforts through daily activities, and standard work
Assists with evaluating, selecting, and purchasing client computer equipment and software
Provides support for mobile devices including setup and deployment
Provides advanced support for local, networked, and multi-function printing devices including the creation and administration of print server queues
Provides account management support such as account creation, termination, and other management activities
Installs, maintains, administers and troubleshoots client security software and settings
Ensures client hardware, software, and data are disposed of securely while achieving compliance and environmental goals
Provides audio and video support for collaboration tools and conference rooms
Performs miscellaneous duties as required
Communicates and participates as needed at both a local and enterprise level
Provides telecom support and administration
Provides intermediate levels of SharePoint support
Strong customer focus and customer service orientation
Advanced knowledge of client operating systems and contemporary office productivity applications
Advanced knowledge of client hardware, software, and administration
Advanced Active Directory and account administration
Advanced diagnostic and advanced problem-solving skills
Ability to communicate and interact well with others; successful at working across various cultures within the organization
Manages and works on more than one task at a time; excellent time management skills
Knowledge of Project Management and Lean methodologies and tools
Ability to create detailed procedural documentation for use by global team members
Ability to work efficiently and effectively with little supervision; self-directed
Ability to work with small parts needed for replacing system components
Advanced knowledge of common mobile devices and operating systems
Intermediate knowledge of printing devices, supplies, maintenance, and server queue administration
3-5 years experience working with client computer hardware and software preferably in a global environment

176

IT Support Analyst Resume Examples & Samples

Previous experience in an IT support role
Experience of NHS systems beneficial
ITIL knowledge/qualification desirable
Microsoft qualifications desirable

177

IT Support Analyst Resume Examples & Samples

Installation and replacing end user IT workplace equipment (pc’s, smartphones, printers, collaboration tools)
Support managing local servers and networks in collaboration with global IT teams
Processing and taking ownership of tickets from customers
Administration of IT assets (hard- and software)
Training and education of users in relation to IT workplace and collaboration tools
Contributing to improvement of IT services and knowledge databases
Supporting local applications (where applicable and in line with global policies)
Following (internal and external) audit requirements
Being specialist or expert in one or more relevant IT areas
Responsible for support customers regionally or globally in their area of expertise
Mentoring colleagues and/or students in the team
Establishing good relationships with business users in all levels and within the SCA IT community
Minimum of Associates Degree
ITIL Certification preferably
Two plus (2+) years experience of service desk
Knowledge of Office, Office 365, and Windows Software and Iphones
Sense of urgency/stress resistant
Knowledge sharer

178

IT Support Analyst Resume Examples & Samples

Support the Desktop environment (500 workstations)
Solve problems that can arise during everyday operations
Deployment of workstations and software as well as management of their updates through Microsoft System Center 2012
Documentation of the procedures related to the Desktop environment
Work with the Support Team to log, prioritise and resolve support incidents efficiently
Support AV Meeting Rooms
Manage IT Loan equipment
Administer file permissions and print queues
At least 3 years’ experience working in a Second Line Support Team for a medium-sized company supporting 100 (or more) users
Experience supporting Windows 7 (or a more recent version)
Experience with inventory and asset management
Experience with Active Directory and Exchange Account Administration
Knowledge of Microsoft System Center 2007 and/or 2012 (SCCM, SCSM)
Gaming PC hardware experience
Game Console experience
Excellent customer service skills, team player, dynamic, motivated, responsible and punctual with an entrepreneurial spirit

179

IT Support Analyst Resume Examples & Samples

Provide high-level administration to ensure hardware and support to executives, economists, and senior research staff to ensure software and application availability
Demonstrate specialized skills in providing highly complex business unit specific services and solutions
Update management and communicate potential issues timely and effectively
Resolve complex automation support problems by providing timely and accurate problem resolution to maintain productivity and business continuity
Provide research and guidance on automation choices, direction and purchases to stakeholders
Lead or participate in department or Bank process improvement projects by performing research, introducing new technologies, and upgrading existing manual or automated business processes to increase productivity and allow business continuity
Understand the business operations of the Bank and System and act as a liaison to business stakeholders and System IT partners to provide technical assistance and ensure the delivery of business value automated solutions
Collaborate with Information Security partners and coordinate risk management of automation devices and deployment of security efforts to mitigate risk
Ensures ITS and the Bank`s compliance requirements are met including SAFR and information security access management
Continuous development and learning to keep abreast of new technologies, techniques, and methodologies
Some shift flexibility is required; ability to work occasional weekends and/or off hours / early mornings as necessary to meet clients’ needs
Adheres to the Bank`s attendance policies through regular and prompt attendance
Knowledge of regulations, procedures and practices of a specific discipline, such as project management, continuous improvement, or ITIL
Strong customer service and communications skills
Skill in operating business machines
Ability to work independently while providing desk-side technical support
Experience with remote software distribution using SCCM and IBM Tivoli Endpoint Manager (BigFix) and prepare SCCM distribution collections
Extremely strong teamwork ethic and customer focus
Ability to recognize and solve IT problems, prioritize, respond and/or escalate
Expert knowledge and experience with current and legacy Microsoft Windows, Apple Macintosh, and mobile-based hardware and software systems
Experience with enterprise end-user and mobile management tools (Microsoft AD and SCCM, IBM Tivoli Endpoint Manager/BigFix, Airwatch, Good Mobile Enterprise, etc.)
Keep abreast of technological trends
Knowledge of regulations, procedures and practices of a specific discipline such as project management, continuous improvement, or ITIL
Strong communications and organizational skills
Self-control/ Professional demeanor
Ownership / Responsibility
Ability to present ideas in a clear and concise manner to individuals at all levels
Skill in operating business machines and managing their supporting infrastructure
Specialized technical skills and complex software tools; experience supporting tools like SAS, Mat, R, and Lab is desirable
Utilize programming languages (Powershell, VBScript) or automation technologies. Writes scripts, packages, and queries
Experience with virtual desktops(VMware)

180

IT Support Analyst Resume Examples & Samples

Troubleshoot and analyze hardware and software workstation problems to include a variety of peripherals and associated software for the HSPD-12 enrollment process
Collaborating with team to escalate in-depth application, networking and database support
Self-motivated and ready to take ownership of, and provide resolution for, end-user issues
Able to adhere to all policy and security controls to include the Federal Information Processing Standard Publication 201(FIPS-201)
Providing user support for ESSO Single Sign-On, VPN, McAfee encryption and main frame applications
Three (3) years of IT client/server system experience plus an Bachelors Degree in Information Systems Management, Computer Science, or related field (or four (4) years of additional experience) for a total of 7 years
Experience with remote access tools such as Microsoft SMS, Remote Assistance, Remote Desktop, Bomgar, and Skype
Experience with resolving complex hardware and software problems
Knowledge of federally published standards relating to PIV/HSPD-12 (e.g. FIPS-201, the NIST SP800 series)
Mature, dependable, professional, self-motivated, adaptable, and able to work well independently or as part of a team

181

Regional IT Support Analyst Resume Examples & Samples

5-7 Years Information Systems Experience
Technical Proficiency - Good level knowledge and experience with LAN, WAN, and wireless technologies, laptop, desktop and server hardware and OSes, VDI and Virtual machines. Hands on experience or working knowledge of the following security functions: antivirus software/platforms, URL filtering, malware detection/blocking/removal, installation and rollout of computer images/patches/updates, Microsoft Office 2013 and O365, Citrix, Microsoft, Windows 7 and 10. SAP experience a bonus
Experience of working with Windows 7, Windows 10 and client migrations. Office 2013, O365 and migrations
Imaging of workstations, disk encryption
VoIP phones, iPhones and iPads
Printers and “follow me” printing
WebEx and TelePresence experience preferred
Information Security knowledge (CompTIA Security+ a bonus)
Analytical Abilities - Advanced problem-solving skills including working collaboratively with peer technical teams to analyze & resolve technical issues and being able to explain the issues in easy to understand language
Business Knowledge - Advanced understanding of how supported technologies are used in the business operations; ability to utilize this knowledge in resolving complex issues
Communication skills - Strong verbal & written communication skills. Communications are complete & understandable to target audience; demonstrates effective listening skills; regularly handles difficult customers or situations effectively requiring sensitivity and diplomacy
Administration - Handles a wide range of administrative tasks effectively while managing an overall task workload that may include technical activities. Documents new/updates existing procedures and controls
Windows migration assistance
Data Protection & privacy awareness

182

Senior IT Support Analyst Resume Examples & Samples

5-7 years relevant experience in Java, Remedy, Linux, Windows, JBOSS and sql server/oracle database
Ability to understand and support CODS applications
Adeptness at developing, configuring, upgrading, and administering business applications, in co-ordination with appropriate stakeholders
Ability to work independently in a senior/lead role on a diverse range of tasks and may be relied upon to coach/ educate others
Strong subject matter expertise, as you prepare to provide clients, team, and/or project team with technical guidance and assist with highly complex troubleshooting/problem resolution
Readiness and motivation (as senior and valued subject matter expert) to address and resolve highly complex and multifaceted development-related issues, often independently

183

Senior IT Support Analyst Resume Examples & Samples

Provides end-user support and problem resolution as it relates to all IT functions across all Multi-Color Business Units. This includes hardware, software, and network support
Monitors the progress of requests for support and ensures that end-users are kept informed of status
Maintains the Organization’s desktop hardware and software to the required standards
Ensures all work is carried out and documented in accordance with required standards, procedures and policies
Manages and performs maintenance to hardware and software under direction of Help Desk Supervisor. Suggest process improvements where applicable
Proactively identifies infrastructure issues and suggest recommendations for improvement. Acts as an IT technical resource for technology project implementations. Recommends and implements appropriate hardware and software solutions under the direction of the Help Desk Supervisor
Recommends cost effective hardware and software solutions. Seeks appropriate approval for spending requests above specified guidelines
Ensures all associates are treated with patience and consideration at all times. Provides expert guidance and acts as a mentor other less experienced associates
Maintains appropriate vendor support relationships
Models the Corporate Values and Principles
Advanced technical ability to manage and support operating systems, applications, and network software
Ability to select, install, maintain and upgrade all hardware
Ability to clearly articulate complex technical issues to “non-technical” users
Ability to present ideas clearly to management in order to gain support and buy-in
Understand technical issues and terminology
3 or more years of experience
Knowledge of IT Support and Help Desk processes
Broad knowledge of Computer HW, SW and Networking technologies in a Microsoft Desktop environment
Self-directed - Ability to identify critical requirements and act accordingly; independently prioritize and manage day-to-day priorities
Logical - Advanced ability to analyze complex situations and develop solutions to those situations
Rational, logical, fact-driven decision making
Read and analyze the most complex documents

184

IT Support Analyst Resume Examples & Samples

Occasional overtime and weekend work required
Basic knowledge of several areas of IT
Basic knowledge relating to the design and development of software
Demonstrated ability to install software and troubleshoot basic problems with computing devices, peripherals and software. Basic understanding of system performance monitoring and actions that can be taken to improve or correct performance
Basic understanding of data management operations and database administration
Basic knowledge of computer security best practices and policies. Ability to put knowledge into practice
Ability to write technical documentation in a clear and concise manner
Demonstrated ability to install, update and configure recent version of Microsoft Windows and MacOS, as well as common software packages that run on these operating systems
Basic knowledge of TCP/IP networking concepts and using them to configure and troubleshoot computers and other networked devices
Basic knowledge of Audio/Video equipment for projecting and recording multimedia files. Knowledge of codecs and container formats used to store multimedia files
Demonstrated ability to create and modify basic web pages

185

IT Support Analyst Resume Examples & Samples

A minimum of 1 or 2 years IT Support experience
Experience with Windows 7, 10 & Office 365
Windows server management experience
Knowledge of network infrastructure
Has a structured approach to problem solving
Takes responsibility and is accountable
The ideal candidate will have strong analytical and customer service skills

186

Senior IT Support Analyst Resume Examples & Samples

Experience with Cloud deployments, TOSCA blueprints, WebSphere, Jboss, ETL, Oracle, MS SQL, Report creation
Experience with AGILE or Rapid methodologies
Working experience using agile tools like Confluence, Jira, Jenkins, BitBucket, and Git

187

IT Support Analyst Resume Examples & Samples

Provides second and occasionally third level desktop support to all users across the Omnicom global network
Provides first and second level support to “VVIP” staff of Omnicom and its affiliates
Performs white glove audio visual (AV) conference room support for client pitches
Will train and provide technical guidance to first level technicians
Responds to high priority incidents and takes appropriate action to return users to service
Will communicate with senior management and provide incident summaries and recommendations for process improvement
Researches non-standard desktop requests and will provide a technical and cost analysis
Reports any violations of Security Policy and Systems Standards to management
Knowledge of BOTH Windows and MAC operating systems in an enterprise environment is required
Expertise with using and supporting Microsoft Office. Knowledge of the Office 365 toolset is a plus
Expertise with supporting and replacing desktop hardware components
Basic troubleshooting ability for Android and iOS mobile devices
Experience with deploying enterprise software remotely. Experience with enterprise patch and asset management such as Symantec or SCCM is a plus
Basic understanding of Windows Server (2008 and above) is desired
Experience with desktop level encryption
Comfortable working with base desktop images for both PCs and MACs
Familiarity with Adobe products. Experience supporting the Adobe Creative Cloud platform is a plus
Ability to troubleshoot basic layer 2 and layer 3 network connectivity issues
Basic exposure to IT ticketing systems. Service-Now exposure is a plus
Knowledge of advertising and media businesses, as well as marketplace trends, is a plus

188

Associate IT Support Analyst Resume Examples & Samples

Independently troubleshoot computer and peripheral problems
Provide support to users via phone, e-mail, remote control and on-site
Complete projects as assigned by the Desktop Support Specialist
Analyzes failed systems according to established standard operating procedures
Performs repairs and tests of systems that can be repaired in-house
Performs preventive and on-demand maintenance on a variety of systems

189

Senior IT Support Analyst / Problem Manager Resume Examples & Samples

Proven experience and understanding of complex technical environments and technologies used (able to utilize all tools, expertise and knowledge bases to investigate/resolve problems)
ITIL accreditation or extensive ITIL experience
Experience in helping build a problem management practice
Experience of ITIL service support and delivery processes
Excellent analytical and trend analysis skills
A proven ability to generate problem trending reports and presentations
A high degree of initiative and self-motivation
Expert organizational and communication skills
A proven ability to drive ad-hoc and virtual teams to problem resolution
Proven ability to work effectively with teams

190

IT Support Analyst Resume Examples & Samples

Must be willing to work 24x7 shifts
Experience providing day-to-day application/system support
Applications/systems and tasks are low to moderately complex and performed under management guidance and supervision
Readiness to participate in resolving client applications/system issues
Experience participating in and contributing to change control, capacity planning and security
Strength in performing basic problem determination
Strong communication skills and can work effectively with vendors to fulfill support requirements

191

Senior IT Support Analyst Resume Examples & Samples

3+ years of direct related experience in IT 24x7 supports and understanding of ITIL
3+ years of direct experience supporting FileNet, Kofax, HP eXStream on UNIX
5+ year's eexperience in UNIX/LINUX Administration support
5+ year's experience in UNIX/PERL scripting Prior application development or business systems analysis experience an asset
Willing and ability to provide knowledge transfer to other team members on the subject matter relating to ECM technologies
Full use and application of related principles, theories, concepts, and techniques
Knowledge of Web Services and SOA
Banking applications is definitely a plus
Ability to balance multiple priorities and meet deadlines in a fast-paced and changing environment; must be flexible
Ability to understand business impact, react with urgency and prioritize issues/projects
Demonstrated ability to work effectively with others, particularly in teams
Bachelor's degree in Computer Science or related field
Available for 24 x 7 support, after hour support for 1 week per a month
Understanding of SSL certificates
Understanding of network elements such as routers and load balancers

192

Senior IT Support Analyst Resume Examples & Samples

Participate in Root cause analysis and resolution
Manage issues in production environments, recommending, coordinating and managing necessary fixes, and upgrades
Serve as liaison between departments as well as maintaining necessary documentation in the support of various core services
May assist the development of the software support analysis team members. Other duties as assigned
2+ years of direct related experience in IT 24x7 supports and understanding of ITIL
2+ years of direct experience supporting FileNet, Kofax, HP eXStream on UNIX
2+ year's experience in UNIX/LINUX Administration support
1+ year's experience in UNIX/PERL scripting Prior application development or business systems analysis experience an asset
Provide 24 x 7 support for 110 plus EETS applications

193

IT Support Analyst Resume Examples & Samples

Excellent desktop support skills with working knowledge of Win7, Win10, Office 2010/2013
Active Directory - administer user/computer account, group permissions , GPO familiarity
Knowledge of Microsoft Exchange and Outlook configuration, set-up mail boxes, manage distribution lists. Troubleshoot email delivery issues
Knowledge of Symantec products, Symantec Endpoint Protection, Altiris for PC imaging, software deployment, asset management, PgP encryption
Have a good PC/laptop hardware knowledge and troubleshooting skills. Server hardware and OS build/support desirable
Competent in the supporting mobile devices, Smartphones using Mobile Device Management systems
Knowledge of structured cabling systems, patching
Printer support, set-up print servers/print queues
Antivirus – Knowledge of supporting corporate antivirus technology preferably using Symantec Endpoint Protection
VMWare – supporting VDI infrastructure
Purchasing -Managing the IT purchasing workflow, ordering hardware, maintaining stock levels/capacity planning
Support Ticket Management -Managing IT Support ticket queue, ensuring all tickets are responded too quickly and through to resolution. Adhere to ICE approval processes

194

IT Support Analyst Resume Examples & Samples

General experience in virtualization – focused on VMWare
General experience in MS Server environments. Including Active Directory and MS Exchange 2007 or higher
General experience supporting Cisco based switches, wireless and VoIP
General experience in CAD Systems a plus
Excellent organizational skills with the ability to plan ahead and adjust to changing priorities
Experience in purchasing procedures, quoting and equipment inventory tracking

195

IT Support Analyst Resume Examples & Samples

Provide first and second level problem analysis, diagnosis, and restoration of service for all IT related issues
Areas of focus are Application Support, Network Support, Server Support, Desktop Services
Service Desk Level 1, and Service Desk Level 2
Utilize various tools, training, testing, experience, and decision-making to resolve problems on multiple platforms with varying degrees of complexity
When appropriate, escalate problems to the next level of support
Works closely with all supported clients to ensure problems are understood and addressed with minimal impact
B.S/B.A. in Computer Science or Information Systems or equivalent formal training or work experience
Proven work experience in first and second level support of Yardi/Psi applications systems, Network Communications, Software, Monitoring, or Desktop environments
Has strong familiarity with IT Operations and Essex applications
Advanced knowledge of Computer/Network systems and related hardware/software. Must have detailed familiarity with standard workstation software and Essex applications used to perform daily duties. Advanced knowledge of network topologies, operating systems, hardware and software configurations. Must have excellent written and verbal skills
Demonstrates a strong aptitude for logical thinking. Can create new support workflows. Ability within specific technology areas to independently perform basic, second level problem determination, root cause analysis, and solution development and implementation. Ability to analyze and resolve complex problems. Ability to self-identify and self-manage tasks. Ability to work and lead effectively in a fast-paced, team based, customer service oriented environment
Excellent communication skills with clients, peers, and other support groups. Proficient understanding of internal and external Customer requirements. Advanced understanding of business processes as appropriate. Advanced ability to respond to distressed user concerns with appropriate customer service skills. Desire and aptitude to mentor and train less experienced associates within their specified discipline
Analyze and resolve complex problems. Identify trends to proactively prevent problems and develop processes to resolve. Self-initiates research and recommends alternative actions for problem resolution. Takes corrective actions to solve problems in a timely manner to achieve recovery with minimum impact to the Customer. Escalates issues where appropriate for resolution

196

IT Support Analyst Resume Examples & Samples

Full Service desk support to include
On-site and remote for technical support for all users
Configure, troubleshoot, deploy and provide hardware and software support for firm laptop and desktop computers, printers, and peripherals
Ensure optimization and performance of the hardware and local infrastructure
Support IT request handling using Helpdesk software
Identity and access management for all existing and new practitioners
Maintain current inventory records as part of the asset management program
Participate in planned maintenance activities which occur outside office hours
Contribute to, produce and maintain processes, procedures, operational and architectural documentation, that meet Deloitte IT Standards
Assist in training staff in technical processes and procedures
Be available for handling assigned technical issues even beyond standard office hours (rare)
Professional Certifications from Microsoft and CISCO
A first degree in Computer Science with emphasis on Networking and Information Systems although not required would be considered an asset
A minimum of 1-2 years hands-on experience technology helpdesk and support in a similar sized corporate environment including hardware, infrastructure and software support
Key exposure to and knowledge of Microsoft and CISCO Networks
Exposure to all Microsoft Office productivity apps
1-2 years Windows Server 2008R2, 2012, 2012 R2 experience required
Additionally, a working knowledge with the following would be considered an asset
IT Service Management, Directory Services, Microsoft IIS, DNS, DHCP, Vulnerability management/McAfee ePO, Microsoft Federation Services, MDMs/ActiveSync, Postini/IronPort SPAM Filtering, Practice Management Software (SAP, Microsoft Dynamics, etc.) Microsoft SharePoint, Microsoft SQL Server (2012+), other applications deployed as part of the corporate toolset
Ability to learn and adapt quickly to new technologies outside of the core subset
Experience managing enterprise level ticketing software (such as Sysaid) to manage and track incidents would also be considered an asset
Excellent Oral & written communication skills
Focus on Customer Services
Proficiency in English both spoken and written
Effective time management skills as well as the ability to multitask and prioritise work load
Accountability and honesty

197

IT Support Analyst EU Collaboration Technologies Resume Examples & Samples

Provide global end-user support for Allegion's Office 365 environment (including Exchange, Skype for Business, and SharePoint), as well as other enterprise collaboration applications
Communicate directly with end-users to troubleshoot and resolve issues in a timely manner
Provide training on collaboration tools to end-users to drive adoptions
Support Allegion's video conferencing systems and unified communications platforms
Meet Allegion's service-level agreements for problem resolution and ticket closure
Work closely with business leaders to develop innovative collaboration solutions to meet their needs
Contribute to global IT projects including date migrations and platform implementations as required
Experience implementing and supporting Office 365 including Exchange, Skype for Business, and SharePoint
Bachelor degree in Computer Science, Informatics or Information Technology related discipline
Demonstrate a passion for collaboration technology and a willingness to explore and adopt emerging technologies for practical business purposes
Minimum of two years’ experience in an Information Technology field
Experience with video conferencing and unified communications
Knowledge of enterprise mobility and email security
Be self-motivated with good time management skills
Be willing to coordinating efforts with employees at all levels including internal business partners, other technology teams, external suppliers/consultants, service providers, etc
Work well in teams that may be globally co-located
Must be able to communicate in written and spoken English. Proficiency in a 2nd European language is a benefit but is not required

198

IT Support Analyst Resume Examples & Samples

Level 1 Help Desk Support responsibilities for Arup Canada locations: Toronto, Montréal and St. John’s
Remote support for other Arup locations within the Americas region
Monitor and respond quickly to tickets received through the Service Desk ticketing system
Take action on tickets assigned to the appropriate queues and process based on priority
Modify configurations, utilities, software default settings, etc. for local and remote workstations
Deploy/maintain/troubleshoot computer hardware and software issues
Support mobile devices, VOIP phones, and AV conference room equipment
Maintain SLA for break/fix and work with other support teams for escalation
Assist in creation and maintenance of documentation for team and client use
Lead projects and take on special assignments as needed

199

IT Support Analyst Resume Examples & Samples

Logs all incidents reported via telephone, email or voicemail
Administers id's, passwords and security rights for all internally developed web-based systems
Provides support for remote users (VPN and other connectivity issues
Ability to provide a high level of support with a customer first attitude
Ability to apply a high sense of urgency to all tasks
Ability to communicate effectively verbally, in writing, and fluently in English
Ability to provide a high level of problem solving and technical troubleshooting skills
Ability to actively collaborate with vendors and other support teams for problem resolution
Ability to analyze information and use logic and process to address work-related issues and problems
Ability to provide careful attention to detail. Ability to function effectively under pressure as well as manage multiple initiatives
Ability to lift 50 lbs. - Light travel may be required
High School Diploma GED required – 2 years AA or +1-year experience
A+, N+, MCP, MCSE certifications preferred but not required
More than 1 year of Desktop/Helpdesk support experience
1 year experience on hardware issues including PC's, laptops, printers, and blackberries
1 year experience setting up and installing Windows XP, Windows 7 and Microsoft Office applications
1 year of VPN experience

200

IT Support Analyst Resume Examples & Samples

Fix environmental issues
Manage necessary triage on issues and fixes
Create user requests, change requests
Interact with cloud services and other internal teams for user accesses and other deployments
Assist Environment Manager in defining the environment support framework
Manage code deployment using Jenkins
Monitor mailbox for requests
Monitor remedy for issues
Do necessary health check on the environments
Manage User access requests
Create change requests for deployments
Assist with Environments Booking
Other BAU activities as required

201

IT Support Analyst Resume Examples & Samples

Minimum 3 years' experience with desktop support
Solid knowledge and understanding of application systems and computing devices
Must be proficient in the use of Microsoft applications (Word, Excel, PowerPoint, Access, and Outlook)
Organization and prioritization skills
Ability to work well under pressure and deadlines
Capable of working without day-to-day direction from supervisor, but knows when to solicit input
Communicates well in non-technical terms to users
Ability to train, educate, and problem-solve with staff
Provide exceptional customer service in person, via phone and email

202

IT Support Analyst Resume Examples & Samples

Respond to requests for technical assistance in person, phone, and/or email in a courteous and professional manner
Diagnose and resolve technical hardware and software issues – Dell laptops/tablets, iPhones, printers, Microsoft Office suite, Internet Explorer, Chrome, Anti-virus, etc
Research issues using available information resources – i.e. ability to “Google” for answers
Log all help desk interactions, filling out detailed information in tickets and document resolutions
Redirect/escalate problems to appropriate resources
Shift - 8 am to 5 pm
At least a 2-year associates degree, preferred
At least 2 years of fulltime employment
Ability to communicate clearly and concisely both verbally and in writing
Experience with laptop/desktop imaging
Experience with drive encryption (i.e. BitLocker, TrueCrypt, etc.)
Energetic and positive approach to rapidly evolving changes and challenges of a complex workplace
Understanding of general business processes
Ability to work independently and in cooperation with others
Ability to train/educate users
Flexibility in assigned working hours
Group Policy experience, with the ability to troubleshoot issues (at the desktop level)
Scripting experience – ability to write simple batch files, for task automation
Experience with mobile device management systems, i.e, AirWatch
Experience with drive encryption technologies (i.e. BitLocker etc.)
Experience with Dell Kace 1000 (service desk/patching) and Dell Kace 2000 (imaging) a plus
Experience with ITIL based ticketing systems (Epicor, iSupport, Remedy, Oracle)
Ability to write/modify simple SQL queries
Experience with PowerShell scripting
Provides resolution for escalated service tickets
Troubleshoots network performance
Advanced experience with Microsoft Office suite, Internet Explorer, Chrome, Anti-virus, etc

203

IT Support Analyst Resume Examples & Samples

Exceptional interpersonal skills with the ability to effectively assist often-frustrated customers in high-pressure situations
Knowledge of operating systems, applications software and instructional technologies
Commitment to providing excellent customer service and to serving the technical support needs of a community with a wide-ranging technical skill set
Strong organizational skills with the ability to set priorities and manage time effectively in an environment with frequent interruptions
Ability to work independently as well as be an integral member of a multi-person support team
Strong technical writing and oral communications skills
Demonstrated ability to perform in a demanding and stressful environment
Dependability and a proven track record of commitment to IT support excellence
Demonstrated innovative analytical problem solving skills
Commitment to diversity and to serving the needs of a diverse community

204

IT Support Analyst Resume Examples & Samples

Maintains smooth operation of multi-user computer systems, including coordination with network engineers
Monitors and manages system resources, including CPU usage, disk usage, and response times to maintain operating efficiency
Performs systems security administration functions, including creating user profiles and accounts, setting up administrator accounts, maintaining system documentation, tuning system performance, installing system wide software and allocating mass storage space
Knowledge of and experience with Networking infrastructure
Monitors policies and standards for allocation related to the use of computing resources
Knowledge of Virtualization and ability to work with VMs
Experienced at deploying security patches to desktops and servers
Excellent written and verbal communication skills and client focus a must
Self-starter who takes initiative to get tasks done
Ability and willingness to multi-task and work in an often fast-paced environment with deadlines
Manages time effectively with minimal supervision
Bachelor's in Information Technology or related field with 3-5 yrs of experience
Determines and pursues courses of action necessary to obtain desired results
Knowledge of Virtual Private Network (VPN) Infrastructure
Experience administering Active Directory Domain
Experience setting up and imaging desktops
Knowledge of Linux/Unix/Ubuntu command line administration
Experience with Windows Server 2008 and higher including Microsoft Powershell Automation
Knowledge of MS Surface configuration and management strategy
Experience with Mobile device management (MDM)
Cisco certification a plus
Security certification a plus
*************** No Agencies Please *****************

205

IT Support Analyst Resume Examples & Samples

7+ years relevant experience
Ability to work independently as a senior lead on a diverse range of tasks or operational solutions support,
Assignments are highly complex and multifaceted
Ability to monitor, coach, and educate a small team
Excellent subject matter expertise (in multiple areas) and strong consulting skills for your work with clients, team, and/or project team on all aspects of operational support/solutions
Interest and drive to gain expertise of system development methodologies, key business initiatives/issues, IT implications for systems/technologies and impact on business solutions
Suite of Tools would be preferred;
ITM6.3 IBM Tivoli
OMNIbus, Netcool infrastructure alerting
IBM Tivoli Network Monitoring
System Center Operations Manager 2012
DynaTrace (Gomez, Synthetic)
HPSIM, hardware monitoring Tools.

206

IT Support Analyst Resume Examples & Samples

Handle chat, phone and walk up support inquiries
Remotely connect to customers’ devices to troubleshoot and resolve issues
Accurately maintain Asset Inventory
Diagnose and resolve a high number of Windows, Mac, or tablet issues daily
Deploy new devices using our SCCM based infrastructure
High School Diploma required
3 to 5 years of experience in helpdesk, service-desk or support operations in a corporate environment
Capacity to work in a fast-paced environment

207

IT Support Analyst Resume Examples & Samples

The IT Support Analyst I Provides technical support to end users including support for hardware, printing, eCenter, Track + applications and all users – employees, clients, providers and contractors
Provides Level 1 Help Desk support for all HMS applications and systems within negotiated Service Level Agreements (SLAs)
Provides support for remote users (VPN and other connectivity issues) Documents processes and procedures as required
Ability to work weekends and overnight hours as needed. Ability to lift 50 lbs. Light travel may be required
High School Diploma GED required – 2 years AA or +1 year exp A+ , N+, MCP, MCSE certifications preferred but not required
1 yrs Desktop/Help desk support experience,
1 yrs experience on hardware issues including PC's, laptops, printers, and blackberries,
1 yrs VPN experience

208

Level IT Support Analyst Resume Examples & Samples

Support the ticket incident lifecycle by ensuring swift and efficient resolution to incidents within our Hotel and Corporate Offices
Working to agreed SLA’s and OLA’s, provide a ‘one-stop shop’ of Level 3 incident resolution of tickets escalated though our Service Desk Tool
Utilise our Service Desk Tool ensuring incident ticket data is accurate, up to date and available
Escalating and managing tickets with key hotel systems vendors, ensuring that they deliver resolution within agreed SLAs
Support the transition of new or changed services, systems or business applications into mainstream support
Provide technical escalation and advice for the region’s hotel IT Managers, Area IT Managers and Area Technology Managers
Collaborate with other Global Hospitality Technology teams globally and regionally in the development of best practice programs, documentation and training to support the use of IHG technologies
Where necessary, provide hotel and office on-site Major Incident support as required
Support our Regional and Global Infrastructure Services team who monitor trend capacity and availability to facilitate proactive Problem Management, health checks and general availability of our systems is in line with agreed SLA’s

209

IT Support Analyst Resume Examples & Samples

Providing front line technical support through phone, email, and online chat to students, faculty and staff at The University of Iowa, using the Help Desk call tracking system to effectively track customer requests and problems
Maintain and facilitate the use of the ITS support pages (create, update and review content, work to improve the system and promote its use)
Stay current on all relevant operating systems, applications, technologies and ITS services
Participate in ongoing projects such as testing and providing feedback for new services, improvement of processes, procedures and rollout of new technologies within the Help Desk
Rotating monthly 24x7 on-call support is required
Demonstrate commitment to achieving diversity in the workforce
Professional support experience (typically 6 months – 1 year) using relevant technology concepts and providing front line technical support
Demonstrated strong technical knowledge of Microsoft Windows, Microsoft Office 365, mobile technologies, email technologies and applications as well as various Internet technologies
Demonstrated ability to provide excellent customer service to diverse customer populations
Excellent troubleshooting skills and the ability to identify root causes
Demonstrated excellent written and oral communication skills (Working proficiency)
Excellent interpersonal and teamwork skills, including with technical peers (Working proficiency)
Experience supporting Apple OS X computers and laptops
General knowledge of services and technologies provided by ITS and the campus IT organization
Experience with call tracking systems, such as Remedy, Service Manager, ServiceNow or other related systems
Experience with knowledge management systems, such as Nova, RightAnswers, Zendesk or other related systems
Technical knowledge of Microsoft Active Directory
Technical knowledge of virus and malware-related issues and experience with antivirus and anti-malware products
High level knowledge of networking concepts and wireless networking technologies

210

IT Support Analyst Resume Examples & Samples

3 - 5 years of experience in IT support role within Financial services industry
Extensive Knowledge in project and program management skills and tools
In-depth knowledge and understanding of distributed and mainframe environment, and Incident and Problem Management practices
In-depth knowledge and understanding of Incident and Problem Management practices, skills and tools

211

IT Support Analyst Resume Examples & Samples

Conducts first level support using documented procedures and available system tools. Coordinates and tracks all system level production down resolution as necessary per documented procedures
Ability to actively collaborate with vendors and other support teams for problem resolution. Ability to analyze information and use logic and process to address work-related issues and problems
High School Diploma GED required
2 years AA or +1 year exp - A+, N+, MCP, MCSE certifications preferred but not required
1 year of experience on hardware issues including PC's, laptops, printers, and blackberries
More than 1 year of experience setting up and installing Windows XP, Windows 7 and Microsoft Office applications
1 year VPN experience

212

IT Support Analyst Resume Examples & Samples

Provide onsite and remote technical support
Lead projects or initiatives on behalf of the Support Services team
Ensure that initial response, ongoing communication and resolution times are within SLAs
Support Windows operating systems of various versions including Windows 7, 8 and 10
Associate’s Degree in Computer Information Systems, Information Technology, related field OR equivalent experience
6 months Help Desk support experience
General knowledge/understanding of computer hardware, servers, basic networking

213

IT Support Analyst Resume Examples & Samples

Work within the framework and guidelines of the Incident Management Process and Service Desk processes, ensuring alignment to best practice at all times
Provide end to end ownership of all incidents and service requests
Provide a proactive service to QBE EO staff, providing updates on open tickets as necessary
Effectively manage customer escalations
Investigation and resolution (first time fix) of common issues
Investigation of more complex issues providing triage function prior to passing to resolver groups as appropriate
Identification and documentation of new fixes and workarounds, ensure these are added to the Knowledge Base and communicated to the first line team
Providing advice and guidance to QBE EO staff
Provide advice and support to the first line offshore team
Co-ordinate any project related activities and service introductions to ensure appropriate handover is provided as part of Service Transition
Identify and address any service improvements opportunities
Interact with resolver groups and co-ordinate activities required to ensure tickets are resolved within SLA
Provide clear communications of service impacting major incidents and scheduled service availability hours
Must be prepared to work a variety of shift patterns between 7am and 7pm Monday to Friday
Possible requirement for working out of hours
Previous experience of working within a multi-vendor environment on complex infrastructure with the ability to manage and co-ordinate required activities from different teams to ensure a quick resolution
Solid experience of working within a Service Desk or technology support team, having dealt with complex issues such as Windows profile issues, Exchange server issues, OS configuration issues etc and resolving them using remote control technologies, ensuring a high first time fix rate
Experience of Service Management functions and disciplines with ITIL V3 foundation accreditation being essential
Problem solving and analytical skills with the ability to think holistically to provide unique solutions
Demonstrable experience of driving activities pro-actively in order to improve the Service Desk offering
Identifying opportunities for continual service improvement and contributing to plans in this area
Excellent customer service skills and ethos, achieving a high customer satisfaction rating
Demonstrable experience negotiating difficult situations to a successful conclusion
Able to manage and resolve conflict
Ability to proactively manage customer expectations
The ability to work as a team and also within a virtual team to provide excellent outcomes
Experience within financial services, preferably commercial insurance and/or reinsurance
Excellent understanding of Windows Vista/Windows 7 operating systems and Active Directory
Excellent understanding and support knowledge of Microsoft Office products
Knowledge of Citrix technologies and networks
Knowledge of iPhones / other Smart devices
Understanding of hardware in order to diagnose issues
Knowledge of Exchange / Outlook to help with configuration issues
Excellent communication skills – both written and oral
Ability to remain calm under pressure
Positive, flexible attitude and a strong work ethic
French extremely advantageous

214

IT Support Analyst Resume Examples & Samples

Resolving incidents within agreed SLA’s reported by our customers and escalated from other members of the team
Providing customers with regular updates and the progress of incidents logged on the Help Desk ticketing system and in person at the Smart Solutions Bar in line with agreed SLA’s
Providing excellent customer service across all corporate offices and distributed homeworkers
To help ensure that infrastructure management activities are performed as required on corporate office systems, servers, networks and applications
Work regularly with Customer Service Manager and Team Leader, to ensure time is correctly assigned between support and project work
Work with Hotel Technology Service & Supplier Manager to provide overflow cover for Hotel Technical Specialist level 3
Participate in out of hours’ support rota

215

IT Support Analyst Resume Examples & Samples

Strong knowledge of PC hardware, Microsoft operation systems and Office suites
Must have excellent customer service skills and be able to troubleshoot and resolve problems at the end user level
Working knowledge of data networks. Experience with Microsoft Active Directory, Windows Server and Exchange
Strong problem solving skills and decision-making ability
Must be able to support 24/7 work environment and be willing to work rotating schedules during the Houston Texans (“Club”) football season
Basic telecom system administration experience preferred
Ability to prioritize and manage multiple tasks in a high-energy environment
Effective verbal, written and interpersonal communications
Ability to maintain attention to detail and ability to work effectively under pressure and within deadlines
Ability to maintain confidential and/or proprietary information
Display strong interpersonal skills and the ability to create and maintain solid working relationships
Participate in the Service Delivery Process (ITIL/ITSM)
Receive calls, walk-ups, portal entries from users regarding incidents or service requests
Investigate and resolve software and hardware incidents (e.g. MS Office suite, operating systems, graphics, printing, email, mobile devices, VPN, web browser, etc.)
Document problem analysis, communication and resolution in IT/ITSM service desk tracking application (ServiceNow)
Assist in updating service desk related asset inventory, PC hardware, software, mobile device, printer, scanner and participate in semi-annual physical audit
Answer questions, applying knowledge of software, hardware and procedures
Create, delete and modify user network and email accounts
Correspond with software and hardware vendors to request service regarding defective products
Test software and hardware to evaluate ease of use and provide written reccomendation to management
Write or revise user training manuals and procedures
PC deployment and software packaging via SCCM
Coordinate daily telecom adds, moves and changes
Perform various other tasks assigned from time to time by the Service Desk Manager
Position requires routine face-to-face personal interaction with departmental staff and other Team personnel; therefore, job responsibilities must be physically performed in the Club and TMG offices and not in a telecommuting manner
Please note that while resumes of all candidates will be considered, as a way for the Texans organization to acknowledge and reciprocate the tremendous support given the Team by local fans and the local community in general, qualified candidates with permanent addresses in the Houston metropolitan and surrounding areas will be given first consideration whenever possible
Why are you currently searching for a new position?
Why would you be a good fit for the Houston Texans?
Are you comfortable and willing to work with: Challenging work schedule. Not a 8:30am - 5:30pm position. Afterhours work. Additional days during Training Camp and Football Season. YES/NO
What is the minimum starting yearly salary that you will accept for this position?

216

IT Support Analyst Resume Examples & Samples

1-2 years relevant experience
Strength in providing customer service support to clients or guidance to team members on a broad range of escalated issues
Strength in prioritization and can assign problems and service issues to other team members
Readiness to coordinate problem resolution and implement changes in lines with established change processes
Adeptness at verifying the quality of problem resolution, changes and enhancements, and monitoring trends
Experience working with vendors and vendor hosted applications
Ability to provide basic research, maintenance, and application support
Willingness to work effectively as a team, unite to resolve critical service issues
Experience with TD System Development Lifecycle (SDLC) and Project Management

217

IT Support Analyst Resume Examples & Samples

Strong customer-service awareness/orientation
Extensive analytical and problem-solving abilities
Excellent technical knowledge of network and PC hardware
Hands-on hardware troubleshooting experience
Able to read and understand technical manuals, procedural/process documentation
Able to serve as business advisor/consultant and as a knowledgeable resource for others
Posses effective interpersonal skills and relationship-building skills
Well developed written and oral communication skills
Capable of understanding the organization’s goals and objectives

218

IT Support Analyst Resume Examples & Samples

Support clients on daily usage of our software focusing on technical and functional related subjects
Help troubleshoot problems and find resolutions
Assist other team members with resolution
A Customer Service Oriented attitude
Initiative to be a self-starter and require minimal management and direction
Ability to multi-task and expand previous levels of knowledge
Willingness to learn and continue to improve
Previous experience as a Level 2/3 Support is preferred

219

It-support Analyst Resume Examples & Samples

Understand the fundamentals of how an accounting firm operates to ensure support levels match expectations
Develop expertise in the everyday use of internally developed and commercial software specific to the firm
Provide superior quality and service to all firm technology users. Respond promptly and courteously. Prioritize requests according to criticality. Identify timely and accurate solutions to technical issues
Provide expert help desk support (both remote and on-site) for all hardware, software, and ancillary office equipment including video conferencing equipment, projectors, phone systems, printers, scanners, and multi-function devices
Remote access solution implementation and support: VPN, Terminal Services
Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
Install, upgrade, configure, troubleshoot, maintain and modify computer and network system software
Provide day-to-day maintenance and support for Microsoft Office 2016, including Outlook e-mail, as well as Lotus Notes Domino databases/applications
Document all support activities in ticket tracking database
Inventory management of technology assets
Image workstations and assist in installation of PC hardware and software applications in accordance with firm standards
Deployment and migration of computers
Create and update process documentation
Participate in the research, development, and implementation of new technologies
Provide technology training to team members as needed
Strong customer service skills including verbal and written communications; customer-focused with ability to effectively communicate with management, co-workers, and customers
Superior time management skills including sense of urgency and proactive approach
Self-motivated, results-oriented and accountable
Strict adherence to professional ethics
Ability to work on and successfully complete multiple projects at the same time
At least three years of relevant technology experience in related technical environment preferred
Strong computer aptitude and understanding of IT concepts, operating systems, business applications, printing systems, and network systems
Strong PC and software product skills (Windows 7/10 operating systems, Microsoft Outlook/Office 2016)
Self-motivated to research resolutions to technical issues independently and with limited guidance
Drive to research and learn new technologies
Bachelor’s degree in Computer Science or related degree required
CompTIA A+ certification a plus
3+ years of experience in a Help Desk, System Admin, or Desktop Support role
Knowledge of Active Directory administration
Familiarity with Office 365

220

IT Support Analyst Resume Examples & Samples

Maintain working knowledge of IT project initiatives to ensure IT Support Center readiness for supporting project rollout timelines
Provide support for all IT products and services; including, but not limited to: answering questions, troubleshooting problems, teaching, or instructing co-workers regarding software or hardware, communication policy and troubleshooting printers or such other minor issues
Create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress and handling customers with professional attitude
Work remotely with support teams in Atlanta and other offices for cross functional triage and resolution
Provides excellent Customer Service by effectively communicating with user throughout resolution process; including verbal or email follow up to confirm that the issue was resolved
Writes and updates training manuals and handouts for common requests and effective steps for resolution, educates co-workers on how to best use such resources, and maintain associated logs
2+ years as a Support Analyst in a fast-paced office environment
High School Diploma required, some college or applicable certification preferred
Must have familiarity with a wide range of standard office automation products
Experience working in a small office and team environment a plus
Creative thinking and the ability to find innovative solutions is a plus
Proactive nature with a forward-thinking attitude
Strong customer service and communication skills - verbal and written
Must be able to work independently; have excellent time management and organizational skills
Ability to lift and/or carry 5-20 lbs. or more; pulling or pushing of carts when necessary

221

IT Support Analyst Resume Examples & Samples

Familiarity and strong working knowledge with SAN infrastructure vendors(Brocade/McData/EMC and Hitachi)
Familiarity and strong working knowledge of SAN tools such as Virtual Instruments/ Tuning Manager/DCNM etc
Understand incident/problem workflow and introduce automation opportunities. This is an essential quality for the role. Familiarity with automation tools such as HPOO or any other
ITIL certification or other "agile" project experience

222

IT Support Analyst Resume Examples & Samples

Support the business IT requirements (IT Support for hardware and software applications)
Support & maintenance of IT Systems, including monitoring and backups
Support Software Development Initiatives
Research and provide technology solutions for the business
Implementation and migrations of IT systems in new acquisitions
Security and Business Continuity
1- 3 years experience
Understanding of a Microsoft network infrastructure (Active Directory), Microsoft Applications (Windows 10, 7, Microsoft Office Suite,)
Excellent analytical, support and problem solving skills
Highly motivated with the ability to organize, motivate and influence team members
Good communication skills, in person and over the phone
Ability to travel, sometimes on short notice
Desktop support certification (Microsoft, A+, etc.) preferred
Possess an excellent understanding of operating systems (Windows 7, Windows 8, and Windows 10) and applications (Autodesk and Micro Station preferred), networks and moderate to high level software and hardware troubleshooting skills
Office 365 experience
IT related Bachelor’s Degree preferred but not required

223

Senior IT Support Analyst Resume Examples & Samples

Completion of a degree in IT Management, Computer Science, or a related discipline – or a combination of education, training and experience deemed equivalent
IT Infrastructure Library (ITIL) certification would be considered an asset
General knowledge of Bank’s technical environments and supported applications
Possesses expert communication skills, both written and verbal
Is highly motivated and adaptable
Is able to achieve results that meet both short and long term business objectives
Exhibits a proven track record in achieving or exceeding objectives
Proven ability to manage in crisis situations and work under high stress conditions
Is able to effectively persuade, convince, and negotiate with influence in order to support one’s objective
Good understanding of statistical and analytical principles and processes
Problem solving skills to provide technical expertise and advice on reporting; analytical and problem solving skills to negotiate, develop, find solutions and root causes for incidents, and lead post-incident reviews
Interpersonal and oral/written/presentation communication skills to create and deliver incident management reports, implementation plans, and post-incident reviews, and prepare and run internal workshops.

224

IT Support Analyst Resume Examples & Samples

Provide a first point of contact function that operates within agreed service levels and provides a level of customer service that is in line with the existing Babcock IS Service Desk
Provide 1st and 2nd line technical support of desktop platforms across all channels, including chat, email, phone, in-person, etc. within the agreed performance criteria
Ensure that break fix / configuration activity is in line with existing standards
Ensure Operational Procedures and Technical Documentation is maintained to agreed standards
Support the regional asset and logistics function to ensure that stock is managed and requests are managed within SLA
Provide support for remote Infrastructure teams and 3rd party support groups where required (e.g. where local hands / eyes support is needed)
Support project activity where required (upgrades, office moves etc)
Configure/build desktop machines in accordance with standard process in response to approved IT users’ requests for new devices
Manage local courier services to collect/deliver new and used devices
Enforce and abide by Babcock International’s security procedures, practices and culture
Any other duties as deemed necessary to achieve department goals
Experience of working in a Service Delivery environment
Proven experience of working in accordance with Service Level Agreements
Strong verbal and written English communication
Strong verbal and written French communication
Knowledge of the ITIL environment and process
Active Directory, Citrix, Application deployment (SCCM),
Microsoft Outlook, Word, Excel
Printer set-up and configuration
Network port activation
Previous experience of automated desktop build software
Ability to problem solve complex technical issues
Previous experience with IT Service Management tools (e.g. Remedy) desirable

225

IT Support Analyst Resume Examples & Samples

Must have 1+ years of experience supporting users in a corporate help desk call center
Possess working knowledge of fundamental operations of relevant software and computers
Insurance systems support experience preferred

226

IT Support Analyst Resume Examples & Samples

Work as a key member of a flexible team of IT specialists
Keep up to date with and adhere to all corporate IT standards, security controls, policies and procedures, systems, and best practices
Deliver a high-quality and friendly IT Support Service to all customers
Effective use of the IT Service Management Toolset with frequent and accurate updates to all IT tickets, with resolution in a timely manner in-line with assigned priorities
Troubleshoot problems and proactively maintain secure network and server infrastructure, end points, operating systems, and business applications
To contribute high quality technical documentation to the IT knowledge base
Partake in project work as necessary
To provide out-of-hours support an a rota basis if required
Travel to other G4S Secure Integration offices and customer sites if required
Other duties as assigned by supervisor

227

IT Support Analyst Resume Examples & Samples

Onsite support level 2 and 3 for all offices and boutiques including workstations (desktops, laptops, monitors), printers, mobile devices, 3G dongles and corporate software
Building desktops and laptops for office users and retail boutiques
Managing incidents and requests and ensuring support is provided based on company SLA commitments
Working collaboratively with global & local support teams and service providers on issues and requests
Carry out daily IT tasks on company SLA commitments
Writing IT procedures, user guides, policies, processes and request workflows
Working on application, hardware or infrastructure upgrades
Provide pro-active assistance to team members when required
On call for our retail boutiques and contact centre on outages and changes
Ad-hoc projects related to the IT Service Delivery and IT Infrastructure

228

Senior IT Support Analyst Resume Examples & Samples

Level 2 server based application support of CTS Phone Channel applications across all production and test environments
Perform non-standardized complex tasks for Incidents and service requests
Perform high complexity operational maintenance tasks
Configuration and deployment activities for projects
Able to be accessible via a mobile device to support on-call function
Participates in 24/7 on-call rotation and project work night and/or weekends
Perform root cause analysis on repeatable incidents to help prevent issues in the future
Identify reoccurring issues and implement corrective measures
Oversee vendor’s service delivery and escalation
Excellent communication (both written and oral) and interpersonal skills
Able to participate in the knowledge transfer of information with peers and management
Able to work in a very dynamic and fast-paced environment
Minimum 5 years technical knowledge of TD business applications or related field preferred
Thorough problem determination skills to troubleshoot and resolve business application issues
Thorough knowledge with OS technologies (Windows, AIX, Linux, Solaris, HP-UX)
Working knowledge of Cloud Technologies, including Splunk
Working knowledge of Local Area Networks (LAN) and Wide Area Networks (WAN)
Working knowledge of Microsoft Operations Manager and IBM Tivoli Monitoring
Proficiency with MS office product suite (Word, Excel, PowerPoint etc.)
Thorough knowledge of middleware technologies (WebSphere, IMS/DB2, WebLogic, JBoss, IIS)
Familiarity with MS Exchange
Familiarity with Symantec Enterprise Vault
Familiarity with web server technologies (IHS, Tomcat)
Familiarity with database technologies (SQL, Oracle, DB2, Sybase)
Familiarity with Pega systems

229

IT Support Analyst Resume Examples & Samples

5+ years of following relevant distributed development and support experience is a must working with technologies such as java, j2ee, cloud, node js, angular js, middleware (like datapower, wesb), MQ, application servers, Unix
Mainframe development and support experience working with technologies such as TSO/ISPF, using COBOL, JCL, DB2, IMS DB/DC, SAS, JMS
With the above experience, it will also position you to be a key contributor to our future technology direction
Sound knowledge of the business, technical environment, standards, processes, procedures, programming languages and operating systems
Have a good understanding of large complex technology Infrastructures such as Cloud, Middleware (like Datapower, WESB), MQ, Application Servers (like Webshpere, JBoss), LDAP etc
Readiness and motivation to work on low to moderately complex tasks under general supervision
Good analytical and problem solving skills with the ability to quickly adapt to changing and competing priorities
Possess excellent communication (both written and oral) and interpersonal skills
Be organized, self-motivated and goal oriented
Demonstrate sound time management skills
Ability to prioritize and manage own workload in order to deliver quality results and meet timelines
Ability to navigate code and interpret logs
Self-learning capability
Have a willingness to take ownership of tasks and see them through to successful completion
Experience with the following applications/technologies would be an asset

230

IT Support Analyst Resume Examples & Samples

2+ years of IT Support experience
Solid Technical background and first-rate customer service skills
Working knowledge of Microsoft Office 2010
Previous experience with Blackberry Administration, Windows 7, Active Directory, LAN Technologies and topologies
Solid understanding of backup / restore functions
Desktop / Server troubleshooting / repair skills (hardware and software)
Strong experience with Market data systems (Bloomberg, etc)

231

IT Support Analyst Resume Examples & Samples

3-5 year experience in IP Telephony and Contact Center Support environments
Microsoft Windows Server 2008 & 2012
Identification and escalation of situations requiring urgent attention. Involve of all required support teams at TD to solve incidents/problems and changes
System administration and coordination of technical changes to the hardware and software components

232

IT Support Analyst Resume Examples & Samples

Support daily business operations and regular users of ION, TOMS, Optimus application
Develop and maintain excellent working relationships with the FI trading and sales users, Operations & Finance, Treasury Credit, CMRM, Infrastructure and the vendor
Provide required expertise to all users of ION, vendor based system’s for TD’s FI Trading
Contribute to the smooth, effective implementation of new and enhanced products, systems, and services

233

IT Support Analyst Resume Examples & Samples

IT Identity & Access Management (optional)
IT Support (optional)
Mainframe (TSO, JCL, Editor)
Database (DB2, SQL, Spufi/Startool)
Service Management (e.g. ServiceNow)
Strong written & verbal communication in German and English
Ability to adapt new processes/tools
Readiness for working hours (late shifts, 24x7 on call support)
Self-reliant, reliable and accurate team player

234

Senior IT Support Analyst Resume Examples & Samples

Basic/Intermediate knowledge of Unix, SQL, Oracle
Basic/Intermediate knowledge of Equity Derivatives or business skills in general
Nice to have: Murex
Nice to have knowledge of ITRS Genos Monitoring tools

235

IT Support Analyst Resume Examples & Samples

Installs, maintains and provides technical support for users
Performs hardware, software, and applications support and preventative maintenance
Performs end-to-end environment appropriate support utilizing best practices and documented procedures
Works with customers and purchasing to identify solutions, and obtain quotes for those solutions
Responsible for inventory management and record keeping
Develops, documents, publishes and provides communications7. Performs system administration functions8. Contributes to team dynamics and successes 9. Records incidents and events information
Diagnoses and resolves or escalates technical support11. Responds to Service Desk requests Responsibilities - Supervisor and/or Leadership Exercised

236

Senior IT Support Analyst Resume Examples & Samples

Bachelor's Degree in Computer Science, CIS, or related field and 4+ years IT experience in a support or operations environment working with PC or client/server platforms and/or hardware. Additional equivalent work experience may be substituted for the degree requirement
3+ years of experience leading technical or project teams with or without direct reports
2+ years of work experience in an IT role requiring interaction with senior management
3+ years of experience working in a large matrixed organization
3+ years of experience working with third party IT vendors and/or software/hardware suppliers
3+ years IT experience in the retail industry
3+ years of experience writing technical documentation or standard operating procedures related to IT technical support or deployment

237

IT Support Analyst Resume Examples & Samples

Associate's Degree in Computer Science, CIS, or related field and 2+ years IT experience in a support or operations environment working with PC or client/server platforms and/or hardware OR 3+ years of comparable experience without a degree
Bachelor's Degree in Computer Science, CIS, or related field
2+ years of experience working in a large matrixed organization
2+ years experience in hardware implementation and maintenance
2+ years IT field support experience
2+ years experience in supply chain operations or related IT functions
2+ years Lowe's Operations experience
2+ years of experience working with third party IT vendors and/or software/hardware suppliers
2+ years IT experience in the retail industry
2+ years of experience writing technical documentation or standard operating procedures related to IT technical support or deployment

238

IT Support Analyst Resume Examples & Samples

Experience troubleshooting PC Hardware
Proficiency in Microsoft Operating Systems
PC Imaging experience
Troubleshoot, install and maintain computer applications, hardware, and software
Provide end user support by identifying technical problems, escalation and solution tracking
Support and troubleshoot variety of printers
Document the desktop application performance
Upgrading PC operating systems. Preferred Windows 10 migration experience
2 year degree in IT related field and 1-3 years of providing technical support
Basic knowledge of computing functions for PCs in a Windows environment
IT CompTIA certifications is a

239

Senior IT Support Analyst Resume Examples & Samples

Strong understanding of enterprise technology processes and procedures
Experience with application production support protocols and preparing associated communications
Superior analysis and problem solving skills with the ability to quickly decompose complex issues into manageable components
Excellent communication (written, oral and presentation) skills with the ability to understand complex information and summarize in a clear, concise fashion
Service oriented – must demonstrate a strong sense of client impact
Comfortable working in a fast paced, highly dynamic environment
Ability to manage competing priorities and set expectations to ensure that all stakeholders are considered
Ability to build effective working relationships with individuals at all levels
At ease with senior management and able to facilitate meetings in a professional and efficient manner
Experience in working with Corporate Finance, Corporate Sourcing, Corporate Legal, Human Resources and other internal stakeholders Expert, knowledge of DEVOPS, ITIL

240

IT Support Analyst Resume Examples & Samples

Experience creating SLA's and performing cost/benefit analysis for solutions
Outgoing, creative thinker who demonstrates strong initiative and flexibility to change
Articulate, thoughtful and able to distill complex information (business and technical) into key messages in order to foster decision making
Ability to multi-task and to effectively handle multiple demands and competing priorities
Working experience on FileNet, OpenText Exstream, Kofax & CMOD technologies is an asset

241

IT Support Analyst Resume Examples & Samples

Experience within Unix / Linux environments
Windows environments
Automic (UC4) - (preferred but can be taught)
Oracle & MS SQL experience
Willing to be on an on-call rotation to support production and staffing
Someone who can be work on their own and is a self-starter
Great troubleshooting skills
Data Center experience (preferred but not required)
Someone who can maintain a good working relationship with management and peers

242

IT Support Analyst Resume Examples & Samples

Extensive knowledge of MS Windows operating system installation & troubleshooting
Extensive knowledge and experience supporting MS Office, email applications, and web browers
Experience working with server and networked computing environments, TCP/IP, wireless networks and software troubleshooting
Knowledge of desktop security and IT support services best practices
Ability to effectively analyze, research and solve technical problems
Ability to assist in resolving production support problems
Experience using a ticketing system
Experience with computer deployment systems
Knowledge of Active Directory
Understanding of various Audio-Visual Technologies and Media
Knowledge of networking principles and security protocols
Knowledge of Microsoft SharePoint

243

IT Support Analyst Resume Examples & Samples

Participates as a member of an IT technical support and customer service team
This role is a face-to-face support position in our myITpc/Tech Cafe center. The primary responsibility for myITpc/Tech Cafe engineers is to resolve employee IT issues with their PC or mobile devices providing great customer service experience
This role requires excellent customer services skills. This position is very customer centric, customer services is our priority
This role requires the employee to be present in the myITpc/Tech Cafe center during our operational hours from 8 AM to 5 PM each business day
This role requires the employee to adhere to the dress code (issued team shirts/polos, pants/slacks (no jeans), closed and clean toed dark shoes or dark clean unworn sneakers)
Performs analysis and support of functional or corporate deployed service(s) using fundamental problem solving techniques and root cause analysis concepts
Use outstanding diagnostic and deductive reasoning techniques to resolve productivity issues
Provides end-user support across all end user services provided by IT
Applies technical knowledge to support end users for corporate issued desktop, laptop, and mobile devices as well as telecom services, email services, and all IT client provided services
Overall, provides a world class employee support experience with an exceptional emphasis on quality resolutions and customer support
Resolves technical support issues of moderate to a high level of complexity within the established technical area of client computing and end user services
Partner, as required, with members of a given team or other IT teams as appropriate to ensure problem resolution is obtained and, if necessary, root cause is identified. Identifies potential escalations and proactively alerts management as needed
Provides ideas and solutions to prevent problems and support incidents from reoccurring that impact the areas of client computing support and overall employee productivity
Reviews, implements, and verifies changes/solutions of medium and high complexity and assess risk
Ensures configuration and inventory management database entries are complete and accurate
2+ years of experience in a corporate Information Technology department providing end user support over a wide range of end user environments

244

IT Support Analyst Resume Examples & Samples

Provide L1 and L2 support
Be the face of technology to the Treasury business for all PROD issues
Own and drive issues to resolution while keeping the business updated
Analyze, investigate and solve multiple complex problems and request in a timely manner
Solutions driver on escalation calls. Post mortem, root cause analysis and resolution of major incidents
Perform daily releases as well as smoke testing and sanity checks once the release is completed
Participate in QA/UAT testing, Sprints during SDLC, DR, BCP
Document controls, procedures, and ticketing
Be a part of off-hours and weekend support rotation- this is a global team (Singapore, USA, Canada)
Be a part of off-hours and weekend support rotation

245

IT Support Analyst Resume Examples & Samples

Expert knowledge of SUSE and Redhat operating systems
Strong understanding of virtualization, networking , HA clustering, and storage solutions
Hands on hardware and software troubleshooting
Experience performing work on all aspects of Linux OS and systems support
Readiness to be actively involved in resolving client system issues

246

IT Support Analyst Resume Examples & Samples

Provides Level 1 and 2 technical support for applications, systems, software and hardware
High School Diploma GED required – 2 years AA or +1 year experience
3+ years Desktop/Helpdesk support experience
3 years experience on hardware issues including PC’s, laptops, printers, and blackberries,
3+ years experience setting up and installing Windows XP, Windows 7 and Microsoft Office applications
3+ years VPN experience

247

IT Support Analyst Resume Examples & Samples

Incident, Problem and Change Management
Assist with Disaster recovery planning and testing
Risk and controls management
Provision of audit deliverables
IT inventory management
Desktop and application 1st, 2nd level support
Security Administration
To write, update and contribute towards group standards and documentation
Perform periodic checks as required
Adherence to group standards
ITIL Foundation qualification (or higher)
Good verbal and written communication skills and the ability to communicate with both like-minded professionals and non IT users
Sociable and friendly
Flexibility and positivity
At least 2 years experience in a similar role
Microsoft Office 2010
Blackberry Administration
Iphone / Ipad
WINXP/Windows 7
Microsoft office & other shrink wrapped applications
LAN Technologies and topologies
Desktop/Server trouble shooting /repair skills (hardware and software)

248

Senior IT Support Analyst Resume Examples & Samples

In depth knowledge of customer service, including concepts and techniques, in a technical support environment
Strong knowledge of Macintosh and Windows OS, standard productivity applications, networking concepts, hardware and peripherals
Demonstrated ability to rapidly learn and understand new high technology products and services
Commitment to diversity and to serving the needs of a diverse population
Four years in technical IT support
Experience in training others on the use of desktop computers and applications

249

Senior IT Support Analyst Resume Examples & Samples

Excellent knowledge of Windows 7
Experience with Windows Server 2012 and LANS
Working knowledge of desktop and internet applications, such as MS Office and Office 365
Previous experience in the Engineering sector is highly regarded
Management of LAN, WAN, Servers and associated server room equipment
Delivery of Desktop and Notebook computers, Printers and associated hardware
Levels of user satisfaction, measured on call rate, clear up ratio and time to resolve and general feedback
Successful performance and monitoring of back-ups
Accuracy of both hardware and software IS Asset data, Action Requests and Debit note related information

250

IT Support Analyst Resume Examples & Samples

Operate within developed service strategy to mitigate software, hardware, and networking issues
Troubleshoot and resolve IT issues via phone, web, and in-person channels
Ensure all incidents are resolved against SLAs
Report on health of IT support using uptime and ticket-related performance metrics
Partner with IT and business personnel to discuss the impact of incidents on products and services
Track and report all open and closed incidents to leadership teams
Proactively learn and train other staff members on new product and service technologies
Image client computers
Perform client file transfers
Provide tier 1 ERP application support
Assist in minor ERP system administration
Install and test pre-configured networking infrastructure at remote sites
Ability to prioritize and quickly resolve issues
Effective prioritization and project management skills
Experience using help desk ticketing software
Experience with incident troubleshooting and escalation
Familiarity with ITILv3 or related service delivery frameworks

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