Technical Support Analyst Resume Samples

4.5 (93 votes) for Technical Support Analyst Resume Samples

The Guide To Resume Tailoring

Guide the recruiter to the conclusion that you are the best candidate for the technical support analyst job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

Craft your perfect resume by picking job responsibilities written by professional recruiters

Pick from the thousands of curated job responsibilities used by the leading companies

Tailor your resume & cover letter with wording that best fits for each job you apply

Resume Builder

Create a Resume in Minutes with Professional Resume Templates

Resume Builder
CHOOSE THE BEST TEMPLATE - Choose from 15 Leading Templates. No need to think about design details.
USE PRE-WRITTEN BULLET POINTS - Select from thousands of pre-written bullet points.
SAVE YOUR DOCUMENTS IN PDF FILES - Instantly download in PDF format or share a custom link.

Resume Builder

Create a Resume in Minutes with Professional Resume Templates

Create a Resume in Minutes
CB
C Boehm
Christiana
Boehm
2428 Aaliyah Village
Phoenix
AZ
+1 (555) 421 3617
2428 Aaliyah Village
Phoenix
AZ
Phone
p +1 (555) 421 3617
Experience Experience
Detroit, MI
Technical Support Analyst
Detroit, MI
Padberg-Hudson
Detroit, MI
Technical Support Analyst
  • Analyzes web server performance and works with tier 2 and tier 3 support teams to do performance tuning
  • Adhere to and assist in the development or improvement of department Standard Operating Procedures
  • Work is assigned and general instructions given for routine work; more detailed instruction is provided for new projects
  • Work with other support groups, such as network operations, in assisting in the resolution of incidents or maintenance activities
  • Monitor QMC technicians to ensure surveys are performed as scheduled. Work with QMC providers regarding delinquent surveys and timely transmission of surveys
  • Manage vendors providing support in the network, server and storage hardware platforms
  • Complete project work such as testing new technology and providing technical assistance on projects
present
New York, NY
Technical Support Analyst
New York, NY
Schoen, Erdman and Hane
present
New York, NY
Technical Support Analyst
present
  • Utilize Asset Management and Network documentation tools to manage and track network hardware inventory, locations and status
  • Assist QMC providers in researching unpaid survey work orders and forward legitimate work orders to invoice operations for payment processing
  • Analyzing the issues reported and work on providing quick / work around solutions and work on data corrections for known patterns to help restore the situation
  • To work alongside colleagues within the IT Department on support, development and project work where directed
  • Manage vendors providing Network Cabling installation services
  • Develop technical expertise in various Workday technologies, including but not limited to, user interface, authentication and system performance
  • Improve hardware and network performance by identifying problems; recommending changes
Education Education
Bachelor’s Degree in Computer Science
Bachelor’s Degree in Computer Science
Southern Illinois University Carbondale
Bachelor’s Degree in Computer Science
Skills Skills
  • Strong knowledge of operational characteristics of a retail petroleum station, including the following highly desired
  • Intermediate level knowledge of PC's. Good understanding of and ability to use Windows Operating System, Windows Office products and communication software
  • Be able to work independently, Excellent time management skills. Excellent communicator (Verbal and written)
  • Ability for improving the efficiency and quality of the applications and ensuring the environments are stable
  • Good understanding of software development cycles, good practices and quality assurance process is an asset
  • Knowledgeable of applicable federal, state, and local regulations
  • Strong organizational skills and attention to detail. Basic conflict resolution, negotiation and consensus building skills
  • Work with process owners and stakeholders to re-engineer processes to be simple, nimble, repeatable, measurable, achievable and continuously improved
  • Excellent written and verbal communication skills, with strong organization ability
  • Basic SQL and relational database knowledge (e.g. ability to write short database queries for SQL Server or Oracle)
Create a Resume in Minutes

15 Technical Support Analyst resume templates

1

Technical Support Analyst Resume Examples & Samples

  • To provide technical support to the trading floor, VIP & Executive offices and other lines of business without disruption to business flow
  • Have an understanding and to provide support of mobile technologys, such as VPN, Tandberg audio visual systems, Blackberry devices
  • Ensure all calls logged via Peregrine to the Desktop Support Team are being updated and addressed in a timely manner
  • Consult with users to determine hardware, software, or system application requirements
  • Troubleshoot and provide resolution to issues related to computer hardware equipment, software, and market data applications within area of responsibility
  • To ensure quick and efficient resolution of any problems requiring external assistance through competent liaison between other departments and areas of technology, and outside vendors whilst communicating issues professionally and effectively to internal contacts
  • Undertake system administration duties to ensure the smooth and continuous running of Bank Systems
  • Have an understanding of RBC technologies, Operating Systems and Applications
  • Follow assigned projects through to completion and/or implementation
  • Assist with the training of new hires and cross training of existing team personnel when required
  • Support of virtual desktop environment on VmWare and Xendesktop
  • Demonstrate the ability to use deployment tools such as SCCM for BAU application installs
  • Provide remote support on VPN clients
  • Have an understanding and support of Market Data services such as Reuters and EBS dealing keystations and infrastructure
  • Experience supporting a trade floor environment
  • Experience of supporting Market Data applications
  • Knowledge of Microsoft Operating systems and windows based applications running on Desktops and Laptops
  • Understanding of ITIL
  • Knowledge of trading floor and market data applications
  • Proven interpersonal skills; interacts professionally with internal and external contacts
  • Problem identification, troubleshooting and problem solving skills and experience
  • LI-MM2
2

Technical Support Analyst Resume Examples & Samples

  • Install new workplace devices for end users including PC, Mac, Peripherals, smartphones, and tablets, etc. PC refresh vs. New Hires
  • Conduct PC refresh pre-site surveys to identify requirements for any hardware or software procurement
  • Assist with small office moves; primarily computer disconnect/reconnect. Discuss and prioritize office moves with CS Director
  • Study new workplace technologies and attend/recommend training where needed (with CS Director). Reference training plan
  • Provide feedback from end users to their Client Services Director
  • Maintain understanding and provide soft support of Budiness Engagement Team systems used by business and owned by the Buisness Engagement team (share information with CS team)
  • Bachelor’s degree or equivalent training/experience, and three plus years professional / corporate experience
  • Experience providing direct (onsite in person, phone, and email) end-user support in a corporate environment using Microsoft Windows and Macintosh, with a strong focus on MAC
  • Experience supporting Apple mobile devices (iphone, ipad) including configuring connectivity, corporate mail access, applications / updates, MDM solutions
  • Experience with Citrix Desktop Support environment
  • Ability to work well under pressure, and time sensitive environments, occasional overtime
3

Technical Support Analyst Resume Examples & Samples

  • Escalate high priority and complex issues exceeding a timeframe of 1-hour of diagnosis time and 1-hour of troubleshooting, escalate to technical lead and/or Client Services Director (AND act as liaison between client and Subject Matter Expert until ticket is closed)
  • Assist with small office moves; primarily computer disconnect/reconnect. Discuss and prioritize office moves with Client Services Director
  • Study new workplace technologies and attend/recommend training where needed (with Client Servoces Director). Reference training plan
  • Share/Blog issues/resolutions with other Client Services teams (and enterprise teams as needed). Reference the blog
  • Maintain understanding and provide soft support of systems used by business (share information with Client Services team)
  • 2 years recent experience providing direct end-user support for a Fortune 500 company in a Microsoft Windows and Apple Macintosh environment
  • Good knowledge of LAN/WAN protocols and configuration requirements
  • Integrity: Do the right thing and treat people right
  • Creativity: The environment and resources to dream new dreams
  • Ownership: Act like an owner, not a renter
4

Technical Support Analyst Resume Examples & Samples

  • Provide end user workplace support including issue resolution, upgrades/patches, new software installations and general Q&A across PC, Mac, Smartphones, Tablets, and Peripherals, strong focus on MAC desktop/laptop HW and SW
  • Escalate high priority and complex issues exceeding a timeframe of 1-hour of diagnosis time and 1-hour of troubleshooting, escalate to technical lead and/or Client Services Manager (AND act as liaison between client and Subject Matter Expert until ticket is closed)
  • Install new workplace devices for end users including Mac, Peripherals, smartphones, and tablets, etc
  • Assist with small office moves; primarily computer disconnect/reconnect. Discuss and prioritize office moves with Client Services Manager
  • Study new workplace technologies and attend/recommend training where needed (with Client Services Manager). Reference training plan
  • Provide feedback from end users to their Client Services Manager
  • Maintain understanding and provide support of systems used by business
  • Learn and utilize standard NBC internal support ticketing systems to maintain and manage workload
  • Become a team SME for Apple / MAC HW, SW and a point of escalation for other team members and customers
  • Bachelors degree or equivalent training, and minimum three years professional / corporate experience
5

Technical Support Analyst Resume Examples & Samples

  • Respond to and maintain helpdesk trouble ticketing system
  • Troubleshoot and resolve PC hardware and software problems
  • Troubleshoot and repair issues involving network connectivity, DHCP, DNS, WINS, authentication, VPN
  • Deploy software updates, patches, drivers, etc
  • Maintain departmental databases, documentation, vendor accounts and customer relationships
  • Mac support experiences a plus
6

Technical Support Analyst Resume Examples & Samples

  • Maintain understanding and provide soft support of systems used by business
  • Experience providing direct end-user support in a coprorate enviroment using Microsoft Windows and Machintosh
  • Ability to work well under pressure, and time sensitive environments
7

Technical Support Analyst Resume Examples & Samples

  • Escalate high priority and complex issues in a timely manner to technical lead and/or CS Manager. Liaise with client and Subject Matter Expert until ticket is closed
  • Brainstorm to provide creative workplace solutions when necessary and collaborate with technical lead to create and present proposed ideas
  • Assist with small office moves; primarily computer disconnect/reconnect. Discuss and prioritize office moves with CS Manager and/or Director
  • Study new workplace technologies and attend/recommend training where needed (with CS Manager and/or Director)
  • Communicate client feedback to the Client Services Manager and/or Director
  • Share/Blog issues/resolutions with other CS teams (and enterprise teams as needed)
  • Maintain understanding and provide soft support of our Business Technology Group’s systems used by our businesses. Communicate client and technical feedback to BTG and CS team
  • Maintain prompt and detailed Incident and Request handling notes in ServiceNow, IT Service Management Software
  • Minimum 2 years recent experience providing direct end-user support for a Fortune 500 company in Microsoft and Apple environments
  • Strong knowledge of Windows 7 and Mac OSX
8

Technical Support Analyst Resume Examples & Samples

  • This position will be primarily located in Santa Monica, CA**
  • Maintain understanding and provide soft support of BTG systems used by business and owned by the BTG team (share information with CS team)
  • Minimum 2 years recent experience providing direct end-user support for a Fortune 500 company in a Microsoft Windows and Apple Macintosh environment
  • This position will be primarily located in Santa Monica, CA**
9

Technical Support Analyst Resume Examples & Samples

  • 1st Line: Business Units/Infrastructure Groups own their operational risk and are responsible for its management
  • 2nd Line: Independent Risk Management and control functions provide independent governance and oversight of operation risk management across the Firm and partner with business units and infrastructure groups to anticipate, mitigate and report on operational risk
  • 3rd Line: Internal Audit provides independent assessment and validation
  • Business administration for the overall ORD applications including the following functions
  • Provide UAT testing support for various projects across the team which would include the following responsibilities
  • 1 -3 years relevant work experience (in any of the following fields: Application Support and/or System Organizer, business analysis, business administration)
  • Experience in the creation and execution of moderate to large scale UAT test plans
  • Able to maintain attention to detail across multiple simultaneous projects
  • Strong MS Excel, PowerPoint and Visio skills
  • Experience with Business Intelligence software such as QlikView or Cognos is an advantage
  • Experience with the use of OLAP cubes is an advantage
  • Project / software development lifecycle knowledge and experience (PLC / SDLC)
10

Technical Support Analyst Resume Examples & Samples

  • Daily system monitoring and application health checks to ensure good service
  • Investigating and resolving data related issues as they arise
  • Working with the risk modelling team and IT development teams to ensure issues are captured, tracked, prioritized and ultimately fixed
  • Developing and supporting custom reports for internal teams
  • End user support and account administration
11

Technical Support Analyst Resume Examples & Samples

  • Perform breakfix/end-user desktop support to users in multiple locations and provide second- level support to the divisional community for software, hardware, and various infrastructure related issues
  • Manage hardware inventory for location and provide monthly reports
  • Monitor and maintain problem status/resolution information in ServiceNow
  • Outstanding interpersonal skills with demonstrated ability to communicate effectively and influence at all levels of the organization
12

Technical Support Analyst Resume Examples & Samples

  • Focused on and driven to provide the highest quality of customer service
  • Highly developed spoken and written communication skills
  • Flexibility to cover opposite shift patterns
  • Ability to prioritise work tasks
  • Ability to remain calm under pressure
  • Eager to self-learn
  • MCP/MCSE/CCNA / ITIL Foundation would be advantageous but not necessary
13

Technical Support Analyst Resume Examples & Samples

  • Interfaces with other systems, internal/external checks, controls and outputs
  • Coordinates new data development and ensures consistency and integration within existing application systems
  • Gathers information about program objectives, functions, features and input/output requirements to design application systems that perform well logically and physically
  • Analyzes and estimates feasibility, costs, time and compatibility with hardware/other programs
  • Researches and evaluates software/hardware to assist in programming or to use as program platforms
  • Leads team to establishing audit procedures, ensure continued integrity of systems, and assist in post-implementation continuous improvement efforts to enhance performance and provide increased functionality
  • Provide hands-on technical support for the MetricStream application, as follows
  • Incident and problem management –troubleshooting and root cause analysis
  • Application and infrastructure performance monitoring – HP, Topaz etc
  • Bachelor's Degree (or a minimum 4 years equivalent work experience) with a minimum 2 years IT experience
  • Minimum 4 years of experience in Oracle Database (10g+) with high proficiency in PL/SQL programming using tools like SQL Developer and TOAD Eligibility Requirements
  • Must be able to satisfy the requirements of Section 19 of the Federal Deposit Insurance Act
  • Minimum 2 years of experience in supporting Java based application including in-depth knowledge of application architects and good knowledge of Java and JBOSS
  • Experience of UNIX/LINUX/Redhat, Apache and shell scripting
  • Experience of application and infrastructure monitoring tools like HP, Topaz and OEM – proactive vs. reactive, console and event management
  • Experience with team leadership, project management, and execution of multiple simultaneous and/or large projects
  • Possesses problem solving and analytical skills
  • Ability to manage customer expectations
  • Demonstrates command of multiple programming languages, basic systems analysis techniques, testing, debugging, documentation standards, file design, storage, and interfacing
  • Competent in strategic thinking and leadership
  • Experience of supporting packaged web based and secure enterprise applications – including product release management, staging releases, vendor-supplied updates and product patches
  • Creative thinker and problem solver with experience in technical trouble shooting and root cause analysis - effectively evaluates information/data to make decisions; anticipates obstacles and develops plans to resolve
  • Ability to communicate succinctly and professionally – with multiple technical and business stakeholders
  • Self-starter who can plan, organize and prioritize tasks under pressure, has the ability to deliver solutions quickly and can 'think on your feet' to determine short term and long term
  • Ability to work with multiple technical partners – ensuring an 'accountable' relationship model that monitors the day to day delivery of technical solutions - identifying, remediating and escalating poor support
  • Knowledge of IT controllership methodologies and standards; demonstrated experience of supporting applications or project execution in a regulated environment
14

Technical Support Analyst Resume Examples & Samples

  • Develops a depth of functional and technical understanding, including needs of client users, of the Sabre CRS platform and its value in the Hospitality industry
  • Develops a strong technical understanding of the Sabre CRS application and all connected interfaces
  • Ability to understand application performance and drive improvements/address challenges
  • Addresses customer inquiries/issues via case-based workflow system and meet response / resolution targets and goals
  • Applications developed on Windows ASP/NET
  • Internet facing web applications
  • Networking/communications
  • XML messaging
15

Technical Support Analyst Resume Examples & Samples

  • The Data Analytics (ITIL) function for Walt Disney Parks & Resorts Technology will analyze data for all of WDPRT
  • Acting as part of a de-centralized Service Management center of excellence, upholding the ITSM quality while partnering with the delivery team to maximize velocity
  • Serve as a consultant for operations teams for data driven discussions, decisions, & reporting
  • Establish KPIs and a regular executive success measurement reporting cadence including Incident, Change & Problem Management
  • Lead Continuous Improvement efforts & partnering with all delivery teams to ensure the segment remains focused on the work necessary to harden our production services
  • Demonstrated experience in customer support for enterprise-scale technology solutions
  • Ability to drive change through innovation & process improvement
  • Demonstrated mastery of IT Service Management processes
  • Technology experience in the hospitality/travel industry
  • Certification in ITIL
  • Expert Knowledge of ServiceNow
  • Expert Knowledge of Business Objects
16

Technical Support Analyst Resume Examples & Samples

  • Support the Data Integration Operations and Engineering teams in resolving issues reported by Viverae Clients and internal
  • Trouble shoot and resolve issues related to Device Integration with 3rd party
  • Resolve queries on error reports, file data issues and provide feedback to Account Managers
  • Monitor Data and Web Platform Technical Support help desk tickets
  • Provide enhancement recommendations on recurring application issues to supervisor
  • Demonstrate self-reliance in researching technical solutions and product functionality
  • Work and communicate with 3rd party vendors and carriers to resolve application/integration issues
  • Other duties as assigned/special projects
  • Bachelor’s degree in Business or relevant field of study
  • MYSQL or alternate SQL query language preferred
  • Experience working with databases
  • Proficient with all Microsoft applications
  • Strong verbal and Written Communication Skills
  • Strong analytical skills in resolving issues
  • Ability to work effectively and confidently with users, team members, and management
  • Must be flexible and willing to undertake a wide variety of tasks
  • Experience working with clients directly in providing solutions
17

Technical Support Analyst Resume Examples & Samples

  • Possesses a university degree/college diploma in Business or Computer Science or equivalent
  • 1-3 years First Level Technical support experience
  • Completion of the appropriate industry accreditation or certification i.e. ITIL, MCP
  • Demonstrated basic knowledge of supported products and platforms
  • Demonstrates knowledge on support for organization and function
  • Displays strong knowledge on the following but not limited to (Windows 2000, Windows XP, Windows NT, Active Directory Novell, Microsoft Office suite, Mainframe, E-mail)
  • Exhibits exceptional Customer Service skills
  • Strong relationship management skills
  • Excellent organizational & multi tasking skills
  • Excellent computer skills
  • Demonstrates strong problem solving and troubleshooting skills to allow efficient and effective problem identification and apply appropriate solution
  • Illustrates high attention to problem description, detail and impact
  • Self-motivated and goal-oriented, capable of working in a fast paced and changing environment
  • Excellent understanding of compliance and risk issues
18

Technical Support Analyst Resume Examples & Samples

  • Accurately document all customer interaction, research and resolution
  • Provide login, search, usability, and technical support for multiple proprietary products and services
  • Provide high quality customer support to internal and external customers via phone, email, and chat
  • Acquire product knowledge to competently demonstrate the products and services we sell
  • Assist customers with installation of product user interface and site navigation
  • Internal systems knowledge such as CRM, billing, admin tools, website and production systems
  • Perform basic browser troubleshooting
  • Handle billing need such as payments, research, invoices, and usability of online billing tool
  • Escalate issues to second level team when necessary
  • Problem Solving and basic technical skills
  • Preferred knowledge of database strategy, basic networks concepts (i.e. DNS, shares, privileges)
  • Excellent Customer Service skills. Excellent written and verbal communication skills
  • 40 hour work week; minimal travel. Office environment
  • Preferred 2 or 4 year degree
  • Second Language a plus: Spanish, German, Portuguese, French, Dutch, or Mandarin
19

Technical Support Analyst Resume Examples & Samples

  • College degree a must
  • 2+ years of technical support experience strongly preferred
  • Proficient with Microsoft Office (Outlook, PowerPoint, Word, Excel, Visio)
  • Experience with AICC and SCORM architecture and development
  • Experience with Seibel, RightNow, Mantis, Quality Center, Team Foundation Server, Rally a plus
20

Technical Support Analyst Resume Examples & Samples

  • A University degree or equivalent in a relevant field
  • Microsoft Certification MCSE or equivalent
  • Knowledge and Experience of building windows clients, windows servers and other Microsoft products
  • Knowledge and experience of building/maintain Microsoft Active Directory
  • Knowledge and experience of virtualization products
  • Understanding of current network hardware, protocols, and standards
  • Understanding of database design and file management techniques
  • Excellent Troubleshooting skills
  • Experience working with Microsoft Dynamics AX is desirable NOT essential
  • Demonstrable experience of cloud computing technologies (AWS and Azure particularly relevant)
  • Working knowledge of Team Foundation Server
  • Knowledge of applicable data privacy practices and laws
  • Able to exercise independent judgment and take action on it
  • Excellent understanding of the organization’s goals and objectives
  • Logical and efficient, with keen attention to detail
  • Experience at working both independently and in a team-oriented, collaborative environment is essential
  • Can conform to shifting priorities, demands and timelines through analytical and problem-solving capabilities
  • Flexible during times of change
  • Ability to effectively prioritise and execute tasks in a high-pressure environment is crucial
21

Technical Support Analyst Resume Examples & Samples

  • Dell & IBM certified or comparable experience
  • A+ certified or comparable experience
  • Must have at least one year of experience supporting PC hardware and software. Must have a strong working knowledge of Desktop OS to include XP / Win7
  • Must have good communication skills and be able to work professionally with internal and external clients
  • Service Now Tickets
  • McAffee Endpoint Protection and Encryption
  • Email - PST/Login
  • Windows XP/7 support
  • GE Core Image support
  • Escalation point for Help Desk
  • Support approximately 200 PC’s
  • Support site printers
  • Act as hands & feet on the ground for a remote server team
  • Act as hands & feet on the ground for a remote networking team
  • Support current phone system (training to be provided by customer)
  • Support various software applications; work with vendor technical support to support applications
22

Technical Support Analyst Resume Examples & Samples

  • Respond to incoming phone calls, chat, and email from NewsGroup users in a positive and professional manner
  • Provide level 2 business application support within service levels
  • Apply advanced diagnostic techniques to identify problems, investigate causes and solutions
  • Must be able to work flexible hours, including occasional nights, weekends and holidays as needed
  • Undergraduate degree in a computer science or related field and/or equivalent work experience, required
  • Minimum five (5) years/IS&T Desktop and PC Support experience working in large corporate environment
  • Must be able to lift up to 35 pounds with assistance
  • Experience with current technology includes
23

Technical Support Analyst Resume Examples & Samples

  • AA degree or equivalent related experience
  • 5 - 10 years of experience working with IBM Mainframe systems hardware
  • Experience working in large scale critical Data Center environments
  • On Call 24 X 7 Support
24

Technical Support Analyst Resume Examples & Samples

  • Internship in IT or experience as a Technical Support Analyst
  • Excellent command of English, and ideally French
  • Knowledge of Windows Server
  • Knowledge of Unix
  • Knowledge of Networking (TCP/IP, OSI)
  • Proactive and autonomous
  • Ability to make complex information accessible
25

Technical Support Analyst Resume Examples & Samples

  • Assist Account Management in timely resolution of support tickets
  • Assist in setup and configuration of new accounts
  • Read and write VBScript based scripts to troubleshoot and/or create various software functions
26

Technical Support Analyst Resume Examples & Samples

  • Expert in Websphere, Apache and Tomcat technologies
  • Implementation of WebSphere, TomCat and Apache builds
  • Manage the Apache, Tomcat and Websphere hosting infrastructure
  • Work with application teams to assist them in the roll out of new java applications
  • Advise clients on application architecture, infrastructure standards and procedures
  • Incident, problem and change management activities
  • L3 production support
  • Liaise with the engineering team for 3rd line support and escalation to vendors
  • DMZ web and network infrastructure management
27

Technical Support Analyst Resume Examples & Samples

  • Provide technical support for proprietary products and services
  • Browser and system troubleshooting
  • IP address maintenance
  • Identify issues and causes as well as resolutions for access issues, search / data issues, etc
  • Work along multiple level 2 teams and identify when an escalation is needed
  • Troubleshoot FTP connections and file errors
  • Provide information on batch processes (file failures, connectivity, logs, etc)
  • Review XML logs and transactions
  • Utilize multiple support tools for different products& services
  • Ability to make ad-hoc schedule changes / work a flexible schedule
  • Responsible for covering on-call rotation (shared with team) and possible rotating shift
  • Knowledge of related products
  • Ability to handle and track multiple escalations to various teams
  • Preferred 2 years customer service in technical environment
  • Experience in handling escalated customer support calls
  • General knowledge of batch and xml processes
  • Preferred experience with FTPs
28

Technical Support Analyst Resume Examples & Samples

  • Administration – duties that tend to be standard protocol/scripted procedures used to document
  • Demonstrates follow-through until desired results are achieved
  • Handles, plans and effectively delivers routine projects
  • People - Collaborates with others to meet customer and team needs
  • Shares information, resources, knowledge and expertise within and across departments
29

Technical Support Analyst Resume Examples & Samples

  • Strong human relationship skills, must be able to comfortably work with and communication clearly and concisely with all levels of cast, including Executives. Ability to elicit confidence and build trust and rapport
  • Minimum of two years Disney experience in Parks, Resorts, or Sales, individually or combination
  • Excellent analytical skills to comprehensively analyze and interpret situations and possess strong problem-solving skills to develop or assist in the development of solutions to issues
  • Demonstrated ability to work effectively as a part of a team
30

Technical Support Analyst Resume Examples & Samples

  • Provide day-to-day support to client institutions including response to customer inquiries related to complex web-based software applications issues or questions and ensure customer expectations are exceeded
  • Serve as escalation point for more junior team members. Provide guidance to staff on all products and
  • Identify, troubleshoot and resolve complex processing, application usage, or business issues
  • Proactively identify and own issues through resolution working with business or development groups
  • Assess operational opportunities to increase service quality or efficiency and act as liaison for customers between other Visa groups, including the Product Office, Development, and Level 2 Support to act on recommendations
  • Develop tools and educate customers on software applications, usage and functionality
  • Bachelors/Degree or equivalent experience
  • Typically requires a minimum of 5 years' experience in a customer support role in software, financial or information services
  • Proficiency with troubleshooting and resolving complex technical issues related to web-based software applications
  • Proficiency providing technical and consultative support to external customers and identify business needs
  • Proficiency of client-server networking and database management
  • Excellent verbal, written, presentation and interpersonal skills are required
  • Proficiency of XML toolsets, including XML Spy or a comparable tool
  • Proficiency of Automation Testing Tools
  • Proficiency of Microsoft .NET, Java, VB script programming capability
31

Technical Support Analyst Resume Examples & Samples

  • B-Degree in Software Engineering or equivalent technology diploma
  • ITIL foundation certification will be an advantage
  • ITIL Intermediate Operations and Support Analysis certification will be an advantage
  • Good understanding of Coding standards, code metrics and tools to assist with development
  • 3 years+ experience in software development environment
  • Experience with software development methodologies
  • Strong Database and SQL background is preferred
  • Experience in Telecommunications or Banking will be advantageous
  • Experience developing a commercial software product is preferred
  • Experience or knowledge of service-oriented architecture design concepts is preferred
  • Exposure to Scrum or other agile software development frameworks
  • Experience in the following technologies
  • Sun Application Server (Glassfish) / IBM WebSphere (preferred) or any application server
  • Oracle / DB2
  • Lateral and analytical thinker
  • Customer service orientated
  • Self-motivated, self-organized and proactive
  • Ability to co-ordinate and prioritize tasks
  • Openness to working with others in a respectful manner
  • Share knowledge with other team members
  • Deadline driven
  • Able to operate in a fast-paced, multi-task environment
32

Technical Support Analyst Resume Examples & Samples

  • Minimum 1-2 years in a customer support role
  • Basic technical troubleshooting skills required
  • Preferred 2 or 4 year degree or equivalent experience
  • General knowledge of Batch and XML processes preferred
33

Technical Support Analyst Resume Examples & Samples

  • Second Language a plus: Mandarin or Spanish, also German, Portuguese, Dutch
  • 2 or 4 year degree preferred or equivalent experience
  • Excellent Customer Service skills
34

Technical Support Analyst Resume Examples & Samples

  • Work with the installation planning team members to coordinate and install hardware
  • Manage vendors providing Hardware support
  • Provide support and problem diagnosis of Mainframe and Open systems Hardware, cabling Infrastructure and associated peripheral devices
  • Utilize problem and change management systems to insure all changes and problems are accurately managed and tracked
  • Utilize Asset Management and Data Center documentation tools to manage and track hardware inventory, locations and status
  • Participate in project meetings to gather requirements and insure implementations in the data center meet project requirements
  • Provide updates of the physical layout of equipment and cabling systems utilizing the OBTAIN documentation tool
  • Create planning diagrams of proposed hardware configurations as needed for installation and maintenance purposes
  • 5 - 10 years of experience working with IBM Mainframe and Open systems hardware
35

Technical Support Analyst Resume Examples & Samples

  • Executive management support on all workstation, telephony, and mobile related issues and requests
  • Analyze customer problems and formulates plans to implement to obtain resolutions
  • Able to effectively communicate both verbally and in writing with management to express ideas in order to make informed decisions
  • Maintain 100% control of deployed assets by performing updates in Asset Center software relating to any changes in computer assets
  • 5 yrs experience as technician
  • Experience providing support to software development environment preferred
  • College degree highly desirable
  • Experience supporting VIPs
  • Ability to support users at various levels of technical competency
  • Effectively manages difficult or volatile customer situations
  • Technical writing/documentation skills
  • Extensive Hardware/Software installation and configuration
  • Extensive knowledge of Windows 7, MS Office suite and Outlook
  • Knowledge of SCCM, remote access environment like Citrix XenApp/XenDesktop
  • Networking connectivity knowledge and troubleshooting
  • Extensive PC troubleshooting both onsite and utilizing client remote control solutions, McAfee Enterprise security tools
  • Extensive Microsoft Software troubleshooting
  • Cisco Voice/Video trouble shooting
  • People-oriented/Team Player
36

Technical Support Analyst Resume Examples & Samples

  • Design, develop, and operate Visa’s Digital Wallet internal and external monitoring
  • Troubleshoot and resolve technical Live issues
  • Experience in system monitoring and problem troubleshooting a must
  • Computer Science degree or equivalent work experience required
  • 7+ years relevant work experience
  • Java and Web application programming
  • Solid experience with object relational mapping, Oracle, and SQL
  • Thriving in self-motivated internal-innovation driven environment
  • Previous Agile/Scrum, startup, or payments experience a must
  • Ready to perform on call duty even on weekends
37

Technical Support Analyst Resume Examples & Samples

  • Must be able to lift up to 35 pounds
  • Knowledge and Experience of VOIP
  • Avid environment knowledge (iNews, Command, Editing, etc)
  • Mission critical support experience
38

Technical Support Analyst Resume Examples & Samples

  • Troubleshoot and provide resolution to issues related to computer hardware equipment, software and market data applications within area of responsibility
  • To ensure quick and efficient resolution of any problems requiring external assistance through component liaison between other departments and areas of technology, and outside vendors whilst communicating issues professionally and effectively to internal contacts
  • Support of virtual desktop environment on VMWare and Xendesktop
  • Experience supporting Market Data applications
  • Knowledge of Microsoft Operating systems and Windows based applications running on Desktops and Laptops
  • Knowledge of trading floor and Market Data applications
39

Technical Support Analyst Resume Examples & Samples

  • Supports client testing tasks across key systems (VIP and/or BASE II/VSS), ensuring error-free implementations
  • Prioritize testing tasks and other workload in order to meet agreed timeframes
  • Respond to technical queries received from clients and internal departments
  • Follow documented procedures and processes, resolving discrepancies found and suggesting improvements
  • Interact effectively will all levels of Visa management and staff. This position will involve frequent interaction and communication with key Visa stakeholders, including merchants and vendors
  • Actively contribute to the effectiveness of the team by supporting and co-operating with colleagues based across various Visa regions, providing cover during periods of absence
40

Technical Support Analyst Resume Examples & Samples

  • Relevant tertiary qualifications and in-depth experience in a technical services environment
  • ITIL Foundation certification and experience
  • Project management experience preferable in an implementation environment
  • A sound understanding of a variety of technology platforms
  • Previous IT stakeholder relationship management experience, inclusive of an offshore team
41

Technical Support Analyst Resume Examples & Samples

  • College degree in the field of computer science and/or 2+ years equivalent work experience strongly preferred
  • Experience with AICC and SCORM architecture and development a plus
  • Familiarity with IP addresses, FTP/SFTP
  • Research and trouble shooting skills required
  • Experience with Seibel, RightNow, JIRA, Learning Management Systems, Document Management Systems a plus
42

Technical Support Analyst Resume Examples & Samples

  • Candidate is a First, Second, Third or Fourth year student
  • Have a proven aptitude for Computer Science or Information Technology and have previous exposure to all or some of the following technologies: SQL, Databases, Networking, Programming, Web server, and UNIX
  • Candidate possesses proven oral and written communications skills and are able to work effectively both individually and with others
  • Outstanding organizational and time management skills as well as the ability to work in a team environment are essential
  • The ability to have fun and work hard is considered a key asset
43

Technical Support Analyst Resume Examples & Samples

  • Work with the installation planning team members to coordinate and install network and server hardware within the Visa Data Centers
  • Manage vendors providing support in the network, server and storage hardware platforms
  • Provide support for network hardware failures and problem diagnosis of cabling infrastructure problems
  • Manage vendors providing Network Cabling installation services
  • Utilize Asset Management and Network documentation tools to manage and track network hardware inventory, locations and status
  • Participate in project meetings as appropriate to understand requirements and insure implementations in the data center meet project requirements
  • Associate degree in computer science or related field or equivalent training/education required
  • 2-5 years of experience working with network hardware and cabling systems in a Data Center environment
  • Solid understanding of IP networks and network topologies
  • Experience working in large scale/critical Data Center environments
  • Shift work requirements including nights and weekends
44

Technical Support Analyst Resume Examples & Samples

  • Provide day-to-day 2nd level technical support and operational customer service needs for Visa Client Institutions using one or more of the Visa supplied software products and ensuring customer expectations are exceeded
  • Process internal/external client requests for rule changes within service level agreement time frames. This includes the creation of new, routine rules and updating or deleting existing rules. Analyst will be responsible for troubleshooting basic Visa Risk Manager (VRM) workstation issues/VCAS and VVO issues
  • Accurately and promptly assess/solicit the impact of a critical/major system/application outage
  • Provide consultation for all internal Visa and external clients as needed, including but not limited to all Visa risk management tools. Provide product definitions responsive to customer needs and market opportunities as well as an assessment of operational opportunities to increase service quality or efficiency. This includes identifying or correcting chronic issues for clients
  • Monitor and analyze fraud trends, prepare documents and publish periodic reports as needed
  • Identify and offer effective/sound recommendations to address repetitive issues
  • Work on multiple platforms including ticket queue, mailbox, alert console and phone calls
  • Support user acceptance testing for implementations and software releases
  • Degree in Computer Science, Computing, Engineering
  • At least 5-7 years of experience in a similar role
  • Highly organized and team oriented
  • Service oriented, with strong analytical and conceptual skills
  • Able to multi-task in a complex, fast pace environment
  • In depth level knowledge of fraud mitigation tools such as Visa Advanced Authorization and Visa Risk Manager would be a plus
  • Expert level understanding of the fraud, payment, data processing and technical support industries and a detailed understanding of current trends and high-level business drivers
  • Experience in VCSA (Siebel), Viper (Remedy), or other incident management tools is a plus
  • Willing to work CEMEA work hours should the situation arise
45

Technical Support Analyst Resume Examples & Samples

  • Design, create, execute and report on functional tests against multiple applications
  • Follow standards in development and testing to ensure compliance with Audit Requirements
  • Follow Quality Control processes according to the Industry Standard practices
  • Actively look for opportunities to enhance standards and improve process efficiency
  • Identify and document software defects in a clear manner and retest using corrected code to resolve the issue in a timely manner
  • Identify and troubleshoot system issues working with development as required
  • Design, document and track test cases in tracking system
  • Produce metrics for projects as required by Project Management, Clients and/or Implementation team
  • Identify opportunities for process improvements and efficiencies
  • Cultivate, support, and promote an organizational culture that provides for high performance, high morale, integrity, and teamwork
  • Work with business representatives, IT Management, IT development, support teams and vendors to ensure on time, on budget, and quality delivery of testing deliverables
  • Coordinate and collaborate with a globally distributed team
  • A minimum of 5+ years of success in technical and Client facing roles in the Payments or client facing industry
  • Bachelor's degree or equivalent (preferred) in Computer Science or Technology related field
  • Functional experience in bankcard operations, preferably Visa, supporting highly complex clients and/or services
  • Demonstrated ability to build and maintain strong business relationships with internal and external stakeholders
  • Working knowledge of Visa systems including VisaNet Systems Tables, authorization & clearing systems, client connectivity, and other related Visa applications supporting client programs
  • Working knowledge of payments network and processing services – message routing, STIP, clearing and settlement
  • Working knowledge of Client business drivers for their operations and processing businesses and how it relates to their programs
  • Transaction processing
  • Demonstrated, detailed knowledge of the full breadth of systems, products and services offered by Visa
  • Consultative support
  • Strong oral and written communications
  • Complex analytical analysis
46

Technical Support Analyst Resume Examples & Samples

  • Must be able to provide own transportation between Los Angeles and Universal City offices, when needed
  • Self-driven engagement with excellent follow through skills
  • Cable Television Broadcast Experience
  • Avid environment knowledge (iNews,etc)
47

Technical Support Analyst Resume Examples & Samples

  • Extensive PC troubleshooting
  • A+ Certification, Microsoft Certified - MCP, Windows 7 MCSA preferred
  • College degree in the IT field highly desired
48

Technical Support Analyst Resume Examples & Samples

  • Bachelor's Degree in Computer Science, Computer Engineering, Management Information Systems or Technology-related field
  • 5 or more years of hands-on Quality Assurance experience
  • Manual testing experience
  • General business knowledge of financial systems
  • Basic understanding and knowledge of Software Engineering Concepts and Methodologies is required
  • 3 plus years of EFT experience strongly desiredTandem / Connex Advantage experience is a plus
  • Debit processing experience is a plus
  • Strong understanding of Agile, scrum and Quality Assurance processes and methodologies
  • Experience with tools like clear quest, ALM, AGM, Share point and Wiki
  • Must have experience with Automation tools like QTP , Selenium RC/Web driver
49

Technical Support Analyst Resume Examples & Samples

  • Technical Analysis, Design and Consulting
  • Identify and make recommendations on exploitation of new feature / function of supported vendor software and RBC written code to ensure proper use of technology while adhering to RBC’s long-term architectural direction
  • Maintain a very good understanding of supported technology as well as interfacing technology supported by other areas of RBC
  • Recommend strategies to drive down cost and improve efficiencies with supported vendor software and RBC written code to ensure optimal use of available resources. These activities will contribute to the overall group target reduction of $XX NIBT
  • Ensure that supported vendor software and RBC written code maintained by the incumbent are maintained at appropriate levels to ensure RBC remains on the leading edge of technology. The expectation is that vendor software will be upgraded to new version, release and/or maintenance levels within 12-18 months of said software becoming available
  • IBM DataPower appliance administration/build (Required)
  • Operational knowledge of 2-way SSL (Required)
  • Certificate management experience (Required)
  • Fundamental IP/Routing knowledge (Required)
  • TCP/IP (Required)
  • DNS (Required)
  • Network Equipment (load balancers, DNS, etc.) (Asset)
  • F5 Load balancing experience (Asset)
  • Unix operating systems knowledge (AIX, Solaris and Linux) (Asset)
  • Installation and configuration of ISAM/TAM (WebSEAL, Policy Server, GUI Mgmt interface) (Asset)
  • Java and J2EE technology (Asset)
  • Web-based applications and services within a multi-tiered architecture environment (Asset)
  • IBM WebSphere Application Server technology (Asset)
  • HTTP and T3 as the message transport protocols (Asset)
  • Java Programming Language (Asset)
  • LDAP (Asset)
50

Technical Support Analyst Resume Examples & Samples

  • Address customer queries & calls
  • Analyse incoming requests & determine appropriate solutions
  • Managing, documenting & updating of work instructions & customer calls
  • Provide remote support to diagnose any issues on end users work stations or peripheral devices. Resolve any issues arrising
  • Liase with IT team or third party suppliers to resolve issues
  • 2 years + experience providing 1st, 2nd level support via telephone, remote access and in person
  • Previous experience working with Windows, Android, IOS platforms
  • Trouble shooting experience (servers, PCs, Laptops, local / network Printers, Faxes, Platronics desk phones, mobile phones
  • Experience analysing, solving and responding to issues raised in a timely and efficient manner
  • Experience working with VMWare, vSphere, Active Directory, TCP/IP, Lync
  • Experience using Fireworks ticket system would be a bonus
  • Previous experience supporting a multi-site operation would be benefitial
  • Previous experience working in a corporate environment would be a bonus
51

Technical Support Analyst Resume Examples & Samples

  • Provide operational support to large financial institution for specialized software products; act as the voice of the client to other internal groups, including the Product and Technical teams
  • Identify, troubleshoot, and resolve moderately complex processing, application usage, or business issues to exceed customer expectations
  • Assure prompt and permanent resolution of client inquiries relating to general functionality for Visa software applications
  • Understand customer needs, business requirements, and priorities to develop solutions and recommendations based on business needs
  • Educate customers on software applications, usage and functionality
  • Assess operational opportunities to increase service quality or efficiency
  • Available during off hours for high priority issues or special projects; on-call monthly for after-hours client inquiries
  • Minimal travel may be required
  • Bachelors degree in business or computer related field preferred
  • Minimum of 2-4 years experience in a customer support role in financial services, software or information services
  • Experience using standard MS Office tools (e.g. MS Excel, PowerPoint, Word, Visio, etc.)
  • Spanish required, Portuguese preferred
52

Technical Support Analyst Resume Examples & Samples

  • 6 months - 1 years + experience providing IT Service Desk support via telephone, remote access and in person
  • Excellent communication skills & telephone manner
  • Excellent organisation skills
  • Basic user & security group administration
  • Previous experience with SQL would be an advantage
53

Technical Support Analyst Resume Examples & Samples

  • Smart appearance
  • A high degree of motivation and enthusiasm
  • Flexible, selfstarter
  • Team player at all times
  • Calm and confident in pressurised situations
  • Interested in new technology and keeping up to date with new methods, tools and the wider technology market
54

Technical Support Analyst Resume Examples & Samples

  • The role requires working knowledge of production support processes such as incident/change/problem management, call triaging and escalation procedures. The role will also demand the ability to write and maintain scripts to monitor system activity including application smoke test activities during pre and post production implementations
  • Responsible for managing the Service Level Agreements (SLA) with customers on problem tickets
  • Responsible for providing 24X7 Application Support with strong emphasis on high service availability
  • Responsible for evaluating issues reported and provide solutions to ensure operational support structure and issues are being tracked for analysis, tracking and resolution, and proactive communication of issue status
  • Ensure the service meets the corporate quality, security and compliance standards
  • Minimum 5+ years of experience in supporting and maintaining Java/J2EE based applications
  • Hands-on experience working in UNIX environments and be able to execute queries in SQL
  • Should possess good knowledge in WebSphere and Tomcat and should be able to handle deployments
  • Good experience with ITIL, BMC Remedy and ticketing workflows
  • Ability to research solutions to various business and technical problems, evaluate alternatives and be able to present recommendations and justifications to management
  • A Bachelor's degree in computer science or a related degree required
55

Technical Support Analyst Resume Examples & Samples

  • Primary activities include diagnosing issues, troubleshooting, and incident management
  • You will have the responsibility to take ownership of customer issues reported and see problems through to resolution
  • The role will require that you work very closely with Operations, Infrastructure, and Product Development (L3) teams and communicate effectively both written and verbal to provide high levels of customer satisfaction
  • You will be responsible to maintain a high level of day to day responsiveness
  • Demonstrated analytical, problem solving, and troubleshooting skills
  • Ability to collect data, establish facts, and draw conclusions to solve issues
  • Ability to express complex technical concepts in layman’s terms, both verbally and in writing
  • Knowledge of Cloud environments and application development essential
  • Demonstrated abilities to multi-task and follow-through
  • Track record of successful verbal and written communications and ability to develop effective customer relations
  • Proven abilities in customer service, and focusing on attention to detail
  • Ability to maintain a high level of technical and functional product knowledge, together with knowledge of the products and operating systems on which the Watson Health Cloud is built
  • Constant updating of technical and functional skills and strong teamwork are essential to working in this dynamic environment
  • Certifications and experience in related technologies and regulations an asset - HIPAA, REST APIs, Analytics, iOS
56

Technical Support Analyst Resume Examples & Samples

  • Minimum 5+ years of experience in supporting and maintaining Ab Initio based applications
  • Good experience with ITIL and ticketing workflows
  • Incumbent must have strong problem solving, analytical and technical troubleshooting skill. Should have the ability to prioritize and perform multiple tasks simultaneously and delivery exceptional customer service
57

Technical Support Analyst Resume Examples & Samples

  • 25% 1. Administration – duties that tend to be standard protocol/scripted procedures used to document volume/issues and provide the most basic user service (e.g. resetting password, virus tracking and assistance)
  • Ensures customer satisfaction by responding to calls to the Network Operations Center. Logs all customer questions and problems, and tracks them through resolution
  • Provide enterprise monitoring support by using a pre-determined set of platform monitors and software filters
  • Gathers metrics for regular reports and summaries
  • Maintains internal and external availability and event reporting
  • 75% 2. Problem resolution- autonomously uses high-level technical, customer service, problem-solving and decision-making skills to handle non-routine/scripted issues
  • Works closely with tier 2 and 3 support teams to resolve events and complete projects
  • Analyzes web server performance and works with tier 2 and tier 3 support teams to do performance tuning
  • Develops scripts for automation tasks and process improvement
  • Supports and maintains third party applications
  • Researches, evaluates and implements new technical tools
  • Bachelor’s degree in Computer Science, MIS, related field or equivalent work experience of 2 to 4 years in information systems
  • Minimum of 2 to 4 years experience in Microsoft based systems, including Active Directory, or Linux based systems, internet web farms and hosting
  • Minimum of 2 years experience understanding and working with network functions
58

Technical Support Analyst Resume Examples & Samples

  • Provide technical assistance to customers using existing knowledge base, through problem determination / trouble shooting and root cause analysis skills
  • Prioritize and understand issues – negotiates with clients as to relative priority
  • Communicates action plans to the customer, and as necessary and appropriate to other internal IBM personnel (Cognos Operations, Management, Development, et al)
  • At least 1 year experience in Databases e.g., DB2, MS SQL, Oracle
  • At least 6 months experience in web deployment, CGI applications and servlets
  • Experience with JavaScript, or XML programming and an understanding of Application Server Technology (especially WebSphere, WebLogic or Apache Tomcat). K
  • Knowledge or exposure to any other “business intelligence” vendors would be considered an asset
  • Experience in a customer facing role
59

Technical Support Analyst Resume Examples & Samples

  • Must have at least three years of experience supporting PC hardware and software. Must have a strong working knowledge of Desktop OS 7 / 8
  • Specialized support of enterprise antivirus software on end-user devices
  • Specialized support of enterprise hard drive encryption software on end-user devices
  • Serve as Level 2 and Level 3 for all escalations related to client device security and encryption
  • Drive Encryption Software
  • Windows 7 / 8 support
  • Acceptance testing for new core loads
60

Technical Support Analyst Resume Examples & Samples

  • Provide 2nd level onsite and remote support on workstation related issues and requests
  • Knowledge of Windows 7, MS Office suite and Outlook
  • 4-6 year experience as technician supporting over 300 users
61

Technical Support Analyst Resume Examples & Samples

  • A bachelor’s degree in computer science, engineering, business administration or other relevant field
  • Minimum 5 years recent experience providing direct end-user support for a Fortune 500 company in a Microsoft Windows and Apple Macintosh environment
  • Entertainment industry experience
  • Proficient computer hardware and networking troubleshooting skills
  • Thorough knowledge of Windows and Mac OS
  • Active Directory experience
  • Strong knowledge of iPhone/iPad, Android, Windows Mobile and Blackberry operating systems
  • Strong customer-service skills
  • Ability to follow written and oral instructions and work alone
  • Demonstrated ability to prioritize work and manage time effectively
62

Technical Support Analyst Resume Examples & Samples

  • Knowledge Required
  • Skills Required
  • Other Required Characteristics
63

Technical Support Analyst Resume Examples & Samples

  • Acquire product knowledge to competently demonstrate the products and services we sell Assist customers with installation of product user interface and site navigation
  • Internal systems knowledge such as CRM, billing, admin tools, website and production systems. Provide login, search, usability, and technical support for multiple proprietary products and services
  • 40 hour work week; minimal travel
  • Office environment
64

Technical Support Analyst Resume Examples & Samples

  • Windows 8/7/XP, Apple OSX desktop platforms
  • MS Office Suite – Office 2010 and Forward (Word, Excel, PowerPoint, Outlook) for both MAC and PC
  • Desktop and Laptop security encryption for Mac and PC
  • Active Directory Management
  • Service Now or Ticketing Software experience
  • Basic Networking experience (TCIP, LAN/WAN, Network Topology as it relates to desktop support)
  • Servers and Storage as it pertains to desktop support
  • Mobile Devices Operating systems to include Apple iOS, Microsoft Windows Phone, Android and Blackberry
  • Ability to work within established standards and guidelines
  • Strong organizational and interpersonal skills such as: persistent, client-oriented, results-oriented and accountable
  • Television Studio Experience
65

Technical Support Analyst Resume Examples & Samples

  • Knowledge of the standards and requirements of broadcast technology equipment
  • Experience in an IT support environment with exposure to hardware and systems support
  • Knowledge and understanding of the varying needs and interests of people in developing countries
  • Ability to work on own initiative and organising time effectively within a range of often conflicting deadlines
  • Capacity to juggle competing priorities and a busy programme of work while working to an agreed plan
  • The interpersonal skills to establish confident and effective working relationships with BBC staff at a variety of levels, and with external organisations
  • Ability to communicate well in English (spoken and written) and to negotiate tactfully and effectively
  • Experience of writing comprehensive technical documentation from proposals to technical design documents and user guides
  • Knowledge of current technology best practices and solutions
  • Experience of planning and delivering IT training either remotely or face to face
  • Experience of requirements analysis, development and understanding of business processes
  • Understanding and Experience of working with Windows operating systems including Windows 7/8 from a support and/or systems design perspective
  • Understanding of Windows Server technologies including Active Directors, User account management, Exchange 2010 Exchange 2013, NAS / SAN Drives, trouble shooting, Antivirus and Encryption
  • Sound knowledge of developments in the broadcast/media industry and how these can be applied to the BBC Media Action work
  • Sound knowledge of developments in the IT industry and how these can be applied to the BBC Media Action work
  • Genuine interest and enthusiasm for BBC Media Action aims and objectives
66

Technical Support Analyst Resume Examples & Samples

  • Bachelor degree in Engineering related to Information Technology
  • 2+ years' experience in IT Operations in a technical SME role
  • 3+ years' experience in IT process management/re-engineering initiatives
  • ITIL Foundation Certified with at least one intermediate certification. ITIL Expert certification is a bonus
  • Lean or Green Belt Six Sigma certified. Black Belt certification is a bonus
  • Experience using and administering ticketing tools such as BMC Remedy
  • High level technical understanding of IT services and their components such as servers, networks, database/middleware, data center facilities, and software development lifecycle
  • Good track record for innovation and measurable process improvements
  • Good presentation and communications skills across multiple levels of the organization, including senior management. Must be able to articulate messages across a variety of audiences
  • Self-driven and ability to work independently
  • Have great degree of technical understanding and literacy
  • Flexible working hours to accommodate diverse geographic locations
  • Strong customer service, analytical, research, interpersonal and problem solving skills required
  • Experience working with multicultural teams in diverse geographic locations preferred
  • Working knowledge of MS-Office products for Windows including Word, Excel, Visio and SharePoint
  • Process documentation samples and prior improvement project examples are required
67

Technical Support Analyst Resume Examples & Samples

  • You are the effective communicator between our business stakeholders (mainly our internal editorial and publishing team) and operational support team
  • You manage the SLA agreed upon by all stakeholders
  • You are the go-to-person for any local incidents, escalation and change management support
  • You will be based in our Kuala Lumpur office, and work alongside with business stakeholders in the region, and reporting to India
68

Technical Support Analyst Resume Examples & Samples

  • Responding to all customer queries via email and/or telephone as appropriate
  • Acting as liaison between the development and customer during the investigation of issues
  • Partaking in the analysis and investigation of customer issues, including the configuration and recreation of the technical environments of the reported issue
  • Providing solutions and advice to customers in a clear and concise manner appropriate to their individual technical ability
  • Maintaining records of all Customer systems, including software versions & platforms
  • Perform configuration and system administration tasks within the MACRO hosted platform
  • Complete weekly Support Reports for Management and specific reports as required for Customers
  • Complete monthly timesheets by the second working day of the following month
  • Complete expenses claims by the fifth working day of the following month
  • Ease and effectiveness when dealing with clients and colleagues at all levels
  • Empathy with customers using our products
  • Ability to identify key customer issues, providing immediate solutions or pass on to technical colleagues for resolution
  • Tenacity – you’ll make sure customers get timely, right-first-time solutions
  • IT literate and comfortable working with Windows and Microsoft Office applications
  • Educated to degree level or with equivalent qualifications
  • Experience of working in a customer-facing role, preferably in technical support
  • Experience of working in clinical research or in a healthcare setting
  • Computer Science, technical or science degree (or equivalent experience)
  • Understand software development concepts (although no specific programming skills are required) such as design, programming, testing, configuration and release
  • Basic SQL and relational database knowledge (e.g. ability to write short database queries for SQL Server or Oracle)
  • Experience of working in an application support team
  • ITIL foundation-level (or equivalent knowledge)
  • Experience of supporting a Software as a Service (SaaS) environment
69

Technical Support Analyst Resume Examples & Samples

  • Minimal travel may be required​
  • ​Bachelor’s degree in business or computer related field preferred
  • Minimum of 2-4 years’ experience in a customer support role in financial services, software or information services
  • Spanish beneficial
70

Technical Support Analyst Resume Examples & Samples

  • · 1 year customer service in technical contact center environment or equivalent training, 2 years preferred Strong customer focus to interact with customers Problem Solving and basic technical skills Excellent Customer Service skills
  • · Excellent written and verbal communication skills
  • · 40 hour work week; minimal travel
  • · Office environment Preferred 2 or 4 year degree Ability to multi-task and handle incoming calls as well as emails Customer Service / Team Player oriented Professional attitude and positive demeanor at all times
  • · Ability to work independently on assigned projects. Bridger Specific Qualifications Second Language a plus: Spanish, German, Portuguese, Dutch, or Mandarin
  • · Preferred knowledge of database strategy, basic networks concepts (i.e. DNS, shares, privileges)
71

Technical Support Analyst Resume Examples & Samples

  • 1 year customer service in technical contact center environment or equivalent training, 2 years preferred Strong customer focus to interact with customers Problem Solving and basic technical skills Excellent Customer Service skills
  • Office environment Preferred 2 or 4 year degree Ability to multi-task and handle incoming calls as well as emails Customer Service / Team Player oriented Professional attitude and positive demeanor at all times
  • Ability to work independently on assigned projects. Bridger Specific Qualifications Second Language a plus: Spanish, German, Portuguese, Dutch, or Mandarin
72

Technical Support Analyst Resume Examples & Samples

  • Create queries to extract information from multiple database management systems
  • Manage quality maintenance survey scheduling for approximately 14,000 McDonald’s locations
  • Ability to build databases using Microsoft Access and QuickBase
  • Knowledge of SQL and query language
  • Effective written and verbal communication, listening, planning, prioritizing, organizing, execution, problem solving, negotiation, interpersonal and decision-making skills
  • Ability to take direction from multiple sources
  • At least two years of experience in a call center environment
73

Technical Support Analyst Resume Examples & Samples

  • 2 to 4 years of Experience in Software development and engineering
  • Opportunity to move into development roles and/or expand into functional support roles. This role supports a broad range of applications and technologies, so great opportunity for lateral moves within the team
  • Understand and ensure adherence to customer service level agreements for HR systems
  • Provide, or require responsible parties to provide, root cause analysis for any systems or process issue ensure remediation plans are devised, discussed and agreed on, and result in permanent resolution of issues
74

Technical Support Analyst Resume Examples & Samples

  • 3-5 years experience in an IT Support Center or Operations Center
  • Demonstrated experience with service and event management tools for Event, Incident and/or Problem Management
  • Document and maintain common symptoms, recovery steps and standard application activities in knowledge base
  • Identify and escalate potential business impacting issues following documented work instructions
  • Execute connectivity and functionality test for critical business applications and services
  • Bachelors Degree in Computer Science or Engineering a plus
75

Technical Support Analyst Resume Examples & Samples

  • With the customer’s best interest in mind, the TSA shows outstanding problem solving and technical skills to effectively solve customers’ question and / or technical challenge
  • Provide high quality customer support to internal and external customers via phone, email, and that Train, support, research, resolve and respond to inquiries and escalations received from internal and external customers
  • Perform basic browser troubleshooting Handle billing need such as payments, research, invoices, and usability of online billing tool
  • Office environment Preferred 2 or 4 year degree
  • Customer Service / Team Player oriented Professional attitude and positive demeanor at all times
  • Specific Qualifications Second Language a plus: Spanish, German, Portuguese, Dutch, or Mandarin. Preferred knowledge of database strategy, basic networks concepts (i.e. DNS, shares, privileges)
76

Technical Support Analyst Resume Examples & Samples

  • Responsible for configuring and arranging deployment of production applications (involving intra-week evening and some weekend releases)
  • Mastering, understanding and being accountable for production changes
  • Helping to create efficiency in current deploy process and automating manual interactions
  • Understanding change procedures and being able to liaise between Development, QA and Production support teams
  • Sound knowledge of Unix / Linux and be comfortable with the command line / vi editor
  • Ability to create / modify / understand scripts in Perl, Unix Shell (KSH, BASH) and Python
  • Database skills – knowledge of how to navigate and query tables in an SQL database
  • KDB knowledge would be a plus
  • JavaScript/HTML(GCGI) knowledge would be a plus
  • Understanding of Webservers (Apache) would be a plus
  • Knowledge of Trading systems such as FIX Protocol or SunGard Global Trader (GL) would be a plus
  • Experienced technology professional
  • Ideally with Investment banking experience (Derivatives / Equities)
  • Previous experience in dealing with production critical systems
  • Bachelors degree, or relevant work experience
77

Technical Support Analyst Resume Examples & Samples

  • Performs in-depth analyses on production problems, identifies root causes, and recommends solutions to resolve application malfunctions and prevent recurrence
  • Writes code according to accepted standards to ensure that the application runs properly in a production environment or to correct application defects
  • Writes and executes unit test cases and assists the project team with integration and user acceptance testing as required to ensure that the application functions as per specifications
  • Completes project deliverables (e.g., assists in the building of project check lists) in order to contribute to project implementations
  • Development experience in a Microsoft Windows C# Environment, preferred
  • Exhibits solid knowledge of databases
  • Possesses solid communication and interpersonal skills
78

Technical Support Analyst Resume Examples & Samples

  • Day to day desktop support and single point of technical go-to person
  • Liaising with regional technology functional teams to execute various IT infrastructure implementations, while ensuring a managed, secure end user technology environment
  • Assist with infrastructure facilities management in ANZ, to manage the daily operation and production support of IT systems, ensuring that the agreed the service level standards are met
  • Support line of business end users through direct end user engagement or through projects that deliver changes to the end user environment. Be the local point person for all technology communication to the business groups
  • Support IT system for line of business or local regulator as appropriate, to take essential hands-on job, offer technological troubleshooting and maintain adequate documentation and operational procedures
  • Assist the WF Wholesale Technology team in keeping desktops and local technology components in compliance within standards
  • Handle local business questions, complaints, problems and recommendation, tracking, measuring, escalating and negotiating as appropriate
  • Communicate corporate standards and best practices and advocating best practices while maintaining a high level of efficiency
  • Assist Networking and Server Engineering teams as appropriate with network related changes and maintenance tasks
  • Assist with patching, upgrading and coordinate the testing of computer build within lines of business
  • Address technology quality issues and coordinate and minimize schedule related conflicts with technology changes
  • Actively participate in committees, project, and forums which may have impact to the enterprise desktop environment
  • Perform all other duties as assigned. Flexible working and weekend on-site support coverage as and when required
  • Proven IT experience in a multi-national or financial institution
  • Proven experience in desktop, end user and infrastructure support (such as server room, VC system and relative standards) and exposure to application support/maintenance
  • Involvement of project deployments
  • Deeply engaged in end-user services & support with solid understanding of risk/physical security standards and practices
  • Previous experience of maintaining IT Inventory and IT records
  • Experience of Incident and change management – ITIL awareness
  • Experience working independently with limited supervision
  • Ability to respond to requests with urgency and manage changing priorities
  • Flexible working attitude
  • Previous experience of network/hardware/IT room support experience would be an advantage
  • Strong communication skill is required, both in spoken/written English
  • Ability to write process documents and incident reports, project updates
  • Assertive and diplomatic personality. Self-motivated and ability to work on their own initiative
  • Ability to learn new skills quickly and effectively
  • Proficiency in supporting desktop environment: MS Windows OS (registry, profiles, services and components, file structures, permissions, and application compatibility), MS Active Directory, MS Office Application, MS Outlook, and various x86 based application
  • Experience in Windows/Linux administration
  • Working knowledge of SQL Server
  • Experience with application packaging and integrating 3rd party libraries
  • Knowledge of networking and telecommunication
  • Strong IT documentation management skill
  • Ensure to be proven as good team player to deliver the objectives assigned to the team
  • Prior financial/banking/multi-national experience will be an advantage
79

Technical Support Analyst Resume Examples & Samples

  • Ensuring each Service area is prepared for each review, and all relevant agenda items posted/updated in the designated SharePoint site
  • Ensure all relevant ‘Source Metrics’ are available and up to date in the designated SharePoint site
  • Facilitate each review, drive consistency and track compliance using relevant Compliance Templates
  • Partner with SharePoint lead to support ongoing Service Review site improvements
  • Provide supporting templates and update relevant guidelines and training material
  • RAG rate overall Service Review Performance to include in the monthly scorecard
  • Provide negotiation and influence of people / processes inside and outside the organization to meet JPMC strategic objectives
  • Identify and implement best practices to improve efficiencies in how we operate
  • Strong organization and decision-making skills
  • Detail-orientated
  • Excellent communication skills with ability to influence
  • Capable of driving consensus and organizational change
  • Confident change agent and creative problem solver
  • Infrastructure Product Knowledge
  • Comprehensive business and technology experience
  • Proven track record in managing business management functions
  • SharePoint, MS Office (Excel & PowerPoint – expert level)
  • Excellent written and oral communication skills - as well as strong influencing and relationship management skills
80

Technical Support Analyst Resume Examples & Samples

  • Use deep technical knowledge to minimise any escalations to either the TAM or PSE team. In the event there are escalations, work with the PSE team to ensure escalation resolution efficiency
  • Communicate service level updates to local leadership on a regular basis
  • Troubleshoot issues regarding CyberSource's products and services and collaborate with appropriate internal teams and external parties to resolve outstanding client issues with CyberSource's products and services
  • Participate in conference calls with customers to provide technical support as required
  • Enter pertinent case data into the CRM to track client issues
  • Maintain and share expert knowledge of CyberSource products and services through training and self-study
  • Configure internal systems to enable effective transaction processing for clients using CyberSource services
  • Identify process gaps and work with the global regional teams to put in place corrective action
  • Take on ad-hoc projects that are related to TSE tools and processes
  • Manage the maintenance of the Enterprise Support Catalogue and maintain related process documentation
  • Contribute to internal knowledge base and be a pre-escalation resource on technical material​
81

Technical Support Analyst Resume Examples & Samples

  • With the customers best interest in mind, the TSA shows outstanding problem solving and technical skills to effectively solve customers’ question and / or technical challenge Accurately document all customer interaction, research and resolution
  • Provide high quality customer support to internal and external customers via phone, email, and chat Train, support, research, resolve and respond to inquiries and escalations received from internal and external customers
  • Perform basic browser troubleshooting Handle billing need such as payments, research, invoices, and usability of online billing tool Escalate issues to second level team when necessary
  • 1 year customer service in technical contact center environment or equivalent training, 2 years preferred Strong customer focus to interact with customers Problem Solving and basic technical skills excellent customer service skills
82

Technical Support Analyst Resume Examples & Samples

  • Provide regional support for multiple Visa products such as eCommerce, API, certificate registration and other specialized software products
  • Identify opportunities for process improvements on needed procedural modifications by working in collaboration with management
  • Collaborate as a team to achieve team’s goals and provide assistance to team members
  • Manage team’s mailboxes to ensure service level objectives are attained and aim to exceed customers’ expectations
  • Ensure prompt and permanent resolution of client inquiries as well as create and maintain updated support documentation
  • Notify clients proactively on widespread or business critical problems with the application as well as scheduled periodic maintenance outages
  • Bachelor’s degree in Computer Science, Information Technology or a minimum of 5 years’ experience in a technical customer support and implementation role in software or financial services
  • Self-starter with a demonstrated ability to achieve results as part of an effective team, prioritize and multi-task effectively in a complex, fast pace environment under specified timelines along with managing customer expectations
  • Work well as part of an effective team and collaborate with other teams at all organizational levels
  • Have a good functional knowledge of Visa web technologies, database concepts, developer-level understanding of XML and XML schema, programming knowledge and IP Networking concepts
  • Experience in usage of MS Office tools such as MS Project, Excel, PowerPoint, Word and Visio
83

Technical Support Analyst Resume Examples & Samples

  • 3+ yrs experience in a SQL Server Development or Support role on Banking and Finance Systems
  • Experience developing ETL processes with DTS/SSIS, preferably on Accounting Systems
  • Experience with writing SQL Queries incl. Function and Stored Procedure programming
  • Experience using tools within Microsoft Business Intelligent Development Studio
  • Experience in C#, .NET, VBA
  • Strong Communication skills (both written and verbal)
84

Technical Support Analyst Resume Examples & Samples

  • 5-7 years of experience in a trading environment, ideally in the front office
  • Troubleshooting experience in Linux/Unix and Windows Server
  • Basic SQL knowledge
  • Must be able to work in a racially diverse environment with people from a variety of cultural backgrounds
  • Business-level English and business Japanese
85

Technical Support Analyst Resume Examples & Samples

  • Act as a primary Velocity Technical Contact for internal communications (i.e. Client Services, development, etc.) as needed for assistance with assigned client technical support requests, escalation of technical programming issues / concerns, and adherence to process and procedures
  • Maintain minimum Facets Technical case closed survey return rate of 7% and minimum average score of 8.0 for all assigned cases
  • Attend all department (including product specific case reviews), division, and company meetings to stay current on all business objectives, as well as participate in relevant available training opportunities
  • Minimum 4 years of experience in the financial services/banking field interacting with clients (or equivalent education)
  • Demonstrated expertise with Microsoft SQL Server (2008 / 2012 / 2014)
  • Excellent troubleshooting and documentation skills to effectively transfer cases to other departments
  • Ability to work with minimal supervision and within a team environment
  • Strong organizational skills, with the ability to manage multiple tasks and prioritize workload effectively
86

Technical Support Analyst Resume Examples & Samples

  • Provide courteous, efficient, and professional customer service to customers over the phone and email with continued follow up until resolved and insure proper escalation procedures are followed for unresolved issues
  • Includes troubleshooting, the use of sophisticated tools, analysis of logs, and coordination of all available resources to resolve issues
  • Work closely with the customer on complex Windows or Linux/Unix system-level problems as well as application layer issues and network communications
  • Escalate and work directly with Research and Development to resolve complex support problems
  • May review and approve cases according to the escalation procedure
  • Test resolutions provided by development and package for release to customers
  • The ideal candidate must have experience supporting software products in a software company environment, with demonstrable knowledge of support processes and procedures, as well as a proven ability to design practical solutions to technical support problems
  • Fluent English, fluent French language is highly desirable
  • Experience with one or many of the following: Linux/Unix experience, Microsoft Windows Administration Experience, SQL Experience
  • Familiarity with Control-M Workload Automation – Highly Desirable
  • Experience debugging with software development tools
  • Applications administration and troubleshooting
  • Must be a highly motivated, independent and flexible person with strong team directed abilities and a collaborative, whatever it takes attitude
  • Must have strong verbal and written communication skills for technical presentations, product demonstrations, answering technical questions, and customer follow-up
  • Occasional weekend duties required
87

Technical Support Analyst Resume Examples & Samples

  • Complete assessments of IT infrastructure at Acadia facilities and provide recommendations
  • Review network cabling and provide remediation plans in accordance to AHC IT standards
  • Oversee cabling vendors to complete on site tasks
  • Analysis of construction plans to confirm IT Infrastructure needs are met
  • Act as a liaison between facility leadership and different IT teams including and not limited to Project Management, Network and Telecom
  • Hardware troubleshooting of PC systems, Laptops, Printers, and other network equipment
  • Manage escalated requests that come through the AHC ticketing system. (AHS)
  • Work on projects under the direction of a Corporate Project Manager and complete assigned tasks
  • Identify IT related security and safety needs and issues
  • Maintain skills by attending related training and performing research
  • Other IT support or IT administrative tasks as needed
  • Travel and Interface with external and/or internal locations in support of primary duties
  • Evening and weekend off hour activities as required
  • Minimum 4 years’ experience working in a modern Microsoft systems environment
  • Minimum 2 years’ experience with network cabling
  • Knowledge of TCP /IP, DNS, WINS, and DHCP
  • Knowledge of MS Active Directory
  • Knowledge of network cabling standard and network room build outs
  • Exceptional judgment and strategic planning / thinking skills / interpersonal skills
  • Extensive exposure to change management policy and procedures and financial system control procedures
  • Ability to escalate and involve other resources as required to deliver/ support SLA’s, business requirements
  • “Street smarts” ability to think quickly...develop contingency plans, identify worse case scenarios and respond effectively to high visibility situations
  • Highly organized and resourceful – have the ability to create and maintain systems to leverage knowledge and available information
  • Ability to regularly demonstrate respect and tolerance for others with less knowledge and/or skills
  • Possess the ability to satisfy the customer as well as fix the problem
  • Exceptional ability to work as a team player
  • Ability to train, explain and impart knowledge to others
  • Ability to work professionally with sensitive, proprietary data & information while maintaining confidentiality
  • Capable of working within established policies, procedures and practices prescribed by the organization
  • English sufficient to provide and receive instructions/directions
88

Technical Support Analyst Resume Examples & Samples

  • Manage assigned support incidents in a timely and professional manner
  • Receive inbound user emails/calls and outbound follow up emails / calls during scheduled hours, providing an excellent user experience
  • Perform desk side, phone and remote support (including users in other countries) through communication via support tickets, email, phone, and chat mediums
  • Triage and dispatch user incident cases, when necessary, to the appropriate person/team
  • Train new employees on basic computer, Wi-Fi, and mobile phone functionality
  • Author and update documentation on internal IT knowledgebase
  • Assist Infrastructure teams with all needs at remote location
  • Perform other duties as required or as business needs change
  • Basic knowledge of HTML, JavaScript, PHP and other coding language a big plus
  • Basic understanding of Internet principles and networking a plus
  • Knowledge of Dell and HP laptops and repair
  • Extensive Windows 7, Windows 8, Windows 10 and Mac OS knowledge
  • Understanding of databases principals a big plus
  • Ability to read OS level logs, system logs, and application logs
  • Experience creating documentation, procedures, and knowledge base entries
  • Ability to provide after-hours support
  • Excellent customer service skills required
  • Certifications are a plus (i.e. A+, Net+, etc.)
89

Technical Support Analyst Resume Examples & Samples

  • Responsible for providing technical support for all computers belonging to the institution
  • Responsible for meeting specified service level standards
  • Maintain a thorough working knowledge of the day-to-day operating environment, available tools, and client applications
  • Maintain a working knowledge of Service Desk and IT Operations procedures related to client services
  • Provide assistance in the areas of site support, and project specific assignments
  • Provide training as needed to more junior staff and end-users
  • Provide support for business applications
  • Working knowledge of Microsoft OS, Macintosh OS, workstation, desktop, mobile device and networking technologies
  • Working knowledge of multiple hardware and OS platforms and technologies
  • Working knowledge of IT environments, equipment and devices and ability to install and maintain computer equipment
  • Ability to solve PC related problems utilizing remote control tools
  • Ability to establish and maintain effective working relationships with co-workers, managers and customers
90

Technical Support Analyst Resume Examples & Samples

  • Handle incoming escalations to the established SLA’s
  • Collaborate with internal teams on Volume Management incidents
  • Escalate and manage system outages working with IT and Operations Tier 2 teams
  • Identify, Research and report Bugs
  • Develop an in-depth understanding of the Expedia®Connect, Expedia QuickConnect, ExpediaConnect 2 connectivity integration systems, and Expedia hotel inventory systems as well as the related business impacts
91

Technical Support Analyst Resume Examples & Samples

  • Provide Tier 1 support on internal and customer-facing tools
  • Trouble shoot basic connectivity issues
  • Handle incoming phone calls to established KPI’s
  • Interface with Tier 2 Analysts on escalated issues
  • Develop an in-depth understanding of the Expedia®Connect, Expedia QuickConnect ExpediaConnect 2 connectivity integration systems and Expedia hotel inventory systems as well as the related business impacts
92

Technical Support Analyst Resume Examples & Samples

  • Manage transfer, setup, and renewal of client domains
  • Assist client in updating DNS records for client managed domains
  • Installation of SSL certificates for ecommerce web sites
  • Setup and support of client e-mail accounts
  • Creation and maintenance of user accounts for various third party software applications
  • Setup and maintenance of employee PCs, laptops, and other hardware
  • Responsible for purchase and acquisition of IT hardware
  • Performs windows administration tasks
  • Manages help desk queue as tickets come in and are completed
  • Responsible for first contact of 3rd party vendors for network and phone issues
  • Improve hardware and network performance by identifying problems; recommending changes
  • Ensures availability of internal network and internet
  • Assist in adhoc IT/Facilities projects
  • Create and maintain technical documentation in regards to the role
  • First level support for production web application defects
93

Technical Support Analyst Resume Examples & Samples

  • At least 3+ years of experience and above in Telecommunication / IT business (preferable BSS related)
  • Bachelor of Science Degree in Computer Science, telecom Engineering or related field
  • Strong communication skills with customer service orientation
  • Good knowledge of Operating System (Solaris, Unix, Linux)
  • Good knowledge of TCP/IP and oracle Database
94

Technical Support Analyst Resume Examples & Samples

  • Follow all escalation procedures according to service level agreement
  • Plan, prioritize, organize and complete work to meet established objectives
  • Extensive work experience, possibly in multiple functions
  • Acts as a resource for others
  • 6+ months of experience in a Call Center environment and/or Technical Support
  • 6+ months of experience in Technical Support (preferably in a help desk) with experience resetting passwords and verifying callers identity
  • Experience assisting customers through alternate intake channels (phone and nonverbal channels like: live chat, email, social media and web form submissions)
  • Experience working with a knowledge base or knowledge tool
  • Experience troubleshooting remote access tools (VPN) and general connectivity (LAN/WAN) issues by phone
  • Experience with supporting MAC hard and software
  • Experience working in environment where success was gauged by balancing call handle time and first call resolution or other specific metrics
95

Technical Support Analyst Resume Examples & Samples

  • Answer and resolve inbound technical calls at a large corporate help desk, efficiently and professionally, in a high volume call center environment that operates 24x7x365
  • Proficiently manage the resolution of inbound technical calls; balancing the need for customer service and issue resolution with the constraints of a call handle time goal
  • Effectively translate complex, technical concepts into easy to understand language to assist non-technically oriented customers
  • Anticipates customer needs and proactively identifies solutions
  • Adhere to policies and procedures regarding the safeguarding of protected information, such as personal health information (PHI/PII) and access to corporate systems
  • Escalate high priority, high impact issues to the internal support teams
  • Adhere to a strongly regimented schedule (start/end times, lunches, breaks, off phone time, etc.)
96

Technical Support Analyst Resume Examples & Samples

  • Adhere to the Pinnacle Values
  • Conducts timely 1st level analysis to determine problems and potential resolutions while providing help desk phone and on-site support for requests related to hardware, software, network/mainframe connectivity and application support
  • Consults with end users to determine hardware, software or system function setups
  • Maintains understanding of multiple platforms and applications to ensure accurate and timely resolution or escalation of the issue
  • Analyze, document, testing of computer systems or programs for purpose of 1stlevel troubleshooting
  • Maintains knowledge of relevant products and service offerings to provide accurate solutions, and acts as a representative of technical services to the internal and external customers
  • Determines what information to record per incident
  • Determines if the issue can be solved immediately, or if an external vendor should be contacted to solve the issue, or will escalate the issue to the internal group
  • Decides which priority should be given to each issue
  • Set-ups, modifies, and deletes systems access in timely manner based on knowledge of systems, and the requested access levels, while ensuring the appropriateness of each request
  • Receives requests for technical assistance in person, via phone, and email
  • Facilitates closure to problem ticket/service requests while meeting or exceeding defined service level expectations
  • Creates or edits documented procedures utilizing experience with successful resolutions and accurately documenting the issues using the appropriate tool(s)
  • Ensures customer satisfaction by responding to Service Requests through approved channels to the Help Desk in a timely, accurate, and professional manner
  • Acquires and maintains current knowledge of relevant product/service offerings and support policies to provide technically accurate solutions to customers
  • Performs documentation based on testing, creation or modification of computer programs
  • Associate Degree or equivalent course work desired
  • 2 years’ experience working in systems as an end user or supporting end users
  • Microsoft OR A+ certifications preferred or must obtain certification within the first 18 months of employment
97

Technical Support Analyst Resume Examples & Samples

  • Bachelor’s Degree Preferred, Not Required
  • 6 years customer support experience, preferred
  • Healthcare background
  • Broad healthcare payer response familiarity
  • Knowledge of ANSI X12 835/837 and 270/271 specifications
  • Knowledge of ADT HL7 transaction formats
  • Experience with multiple HIS software products
  • Experience with CPT codes and CDM charges
  • Outstanding customer service attitude required
  • Ability to establish positive relationships with external and internal customers at all business levels
  • Superior interpersonal communication skills, flexibility and responsiveness
98

Technical Support Analyst Resume Examples & Samples

  • Functional & technical support (primarily Web) built with the Microsoft stack and Oracle RDBMS
  • Under the direction of the HR Application project lead, work with the HR organization in the planning and execution of application’s functional/technical projects in the core HR applications area
  • Providing technical guidance and performing code reviews to ensure quality and adherence to group standards
  • Have overall responsibility for the health of the core HR applications, in terms of quality of the program code and operational effectiveness, from a functional & technical standpoint
  • Work closely with software vendors in the planning and design of application changes (including upgrades) and coordinating on delivery and deployment processes
  • Stay abreast of functional & development tools, trends and practices, and act as an evangelist for items that should be considered for future initiatives
  • Strong technical troubleshooting skills, including debugging and analysis of performance issues
  • SQL knowledge (Oracle PL/SQL and/or MS SQL Server T-SQL) & reporting capabilities with SSRS
  • Good working knowledge of Web technologies such as HTML, Javascript, CSS, Classic ASP & ASP.NET/MVC
  • Understanding of OOP and enterprise-level application architecture
  • Strong analytical abilities, able to identify optimal designs for scalability, flexibility and performance
  • Creative problem solving, able to determine issue root causes and produce creative solutions under pressure
  • Excellent communication skills across cultures in English
  • Reliability and being a cooperative team player; consideration and respect for others
  • Professional demeanor with the ability to maintain a positive attitude in stressful situations
  • Display tact and patience when mentoring other team members and external partners
99

Technical Support Analyst Resume Examples & Samples

  • Being a representative of BlackBerry for product specific customer inquiries/support and issues via inbound voice and email interactions you will take ownership of cases and bring resolution to customers issues
  • Providing world class customer support to customers directly while also assisting with technical consultations and escalations from internal and external partners
  • Collecting information and performing advanced troubleshooting of Desktop, Handheld, BlackBerry Internet Service and BlackBerry Enterprise Server inquiries from Specialists and associates. Acting as a Subject Matter Expert (SME) in these platforms
  • Identifying and documenting potential software/hardware defects
  • Researching, authoring and reviewing technical documentation and taking ownership correcting any non-conformances with respect to processes and documentation
  • Creating new/updating Knowledge Base documentation as required
  • Working with support departments to ensure product improvement and enhancements
  • Fostering open communication within the team and sharing knowledge openly
  • Reproducing issues and determining root cause
  • Other duties as may be reasonably required such as
  • Post-Secondary Education in a technology related discipline
  • 3 to 5 years previous support-related experience dealing with customers (in a technical support environment)
  • Advanced level knowledge and hands-on experience with the following: Windows 2008/2012 Server, Windows XP/7/8,10, Lotus Domino Server and/or Microsoft Exchange Server 2010/2013 and/or Novell GroupWise, Lotus Notes Client and/or Microsoft Outlook, and/or Apple OS/X environment, Apple sync services and how it functions (Exchange experience is preferred)
  • Demonstrated professionalism and diplomacy, fostering a customer-centric culture, with a true passion for customer service and the ability to empathize with concerned customers
  • Fosters a customer-centric culture i.e. doing what is necessary to resolve customer issues
  • Accepts and acts on customer feedback to improve the products and services we deliver
  • Builds passion through each customer interaction to promote BlackBerry brand loyalty and retain customers by building trust and confidence in our support capabilities
  • Strong sense of professionalism, demonstrated diplomacy and leadership, with an ability to think outside "the box"
  • Proven application of sound troubleshooting strategy under conditions of critical severity with enterprise customers and/or mission critical organization
  • Strong problem solving skills and must be capable of working effectively at a technical level with internal partners
  • Demonstrates ability to track and manage issues until they are fully resolved (regardless of ownership of the issue), and committed to seeing the issue through to resolution
  • Excellent attention to detail matched with a keen sense of discovery and investigation
  • Ability to work well within a positive team environment, with mentoring abilities and willingness to share knowledge and help educate others in a manner which is supportive and positive
  • Ability to organize and present data in a clear and concise manner. Comfortable presenting conclusions and recommendations to stakeholders at various levels within the organization, including management and senior management
  • Strong knowledge of data flow, logging awareness, interpretation, methodology and systematic troubleshooting, enterprise activation and handheld code installation
  • Excellent comprehension and communication skills, both oral and written
  • Flexibility to work in a 24/7 support environment where shifts rotate
  • Strong ability to multi-task in a dynamic, fast-paced environment
100

Technical Support Analyst Resume Examples & Samples

  • Knowledge of networking, the central deployment of software, Active Directory, certificates and API integration
  • Ability to organize, articulate and present data in a clear and concise manner for high profile customers and team members
  • General knowledge with Linux, SQL, Windows/Mac client (file system) and mobile devices
  • General understanding of scripting and/or programming languages
  • Comfortable working with a case-management system
101

Technical Support Analyst Resume Examples & Samples

  • Resolve Level 2 inbound technical calls, efficiently and professionally, in a fast paced call center environment
  • Associate's Degree (or higher) OR High School Diploma/GED with 5+ years in a Technical Support role
  • 2 + years of experience with PC Operating Systems including Windows NT, 2000 and XP
  • 1 + years of experience in a Customer Service role
  • 2 + years of Technology Support experience
  • Experience with Networking Principles, Internet Protocol Suite (TCP/IP), Local Area Networks (LAN) and Wide Area Networks (WAN)
  • Bachelor's Degree or higher level in a Technical, Computer Science, or related field of education preferred
  • Information Technology Certifications preferred
  • Microsoft Certified Systems Engineer (MCSE) preferred
  • Call Center experience preferred
  • Prior Telecommunication experience
102

Technical Support Analyst Resume Examples & Samples

  • Handle day to day activities of a help desk
  • Provide assistance with hardware and software applications
  • Onboarding of new users
  • Install, test and configure new workstations, peripheral equipment and software
  • Assign users and computers to proper groups in AD
  • On call availability and periodic additional time including nights and weekends
  • VOIP support
  • 1+ years of experience in a Helpdesk and/or Support environment
  • Open Attitude
  • Strong communication skills (Customer oriented)
  • Ability to think quickly on your feet and prioritize tickets
  • Windows proficient
  • Self-starter that looks for resolutions before they become issue
  • Understand a cloud managed environment
  • Recommends solutions to resolve re-occurring issues
  • Knowledge of Windows 7 and Windows 10
  • Knowledge of Microsoft Office 2010, 2013, and 2016
  • Knowledge of mobile device support
  • Experience imaging and deploying laptops
  • Experience configuring user accounts in Active Directory
  • Experience with Remote Control solutions
  • Valid State Issued ID or Driver’s License
  • MCP or A+ certification helpful
103

Technical Support Analyst Resume Examples & Samples

  • Providing technical support related to multiple computer systems, networks, telephony and security solutions at the local site
  • Providing remote technical expertise to Global MPC locations
  • Providing 2nd & 3rd level desktop, application, server, corporate & wireless networks and telephony support
  • Administration and support of Active Directory domain
  • Communicating and co-ordinating systems activities to ensure computer compatibility and cross-departmental information services needs are met
  • Analysis of customer needs to determine appropriate technical solutions
  • Delivery of computer applications, hardware platforms, system solutions, networks & security, which are developed, installed and maintained according to IS standards and procedures
  • Providing Core IT service to Technology teams in all sites, provide them support and take direction from them to understand business needs
  • Co-ordinating activities with Technicolor IT
  • Collaborating with Lead Systems Engineers/Administrators on design and deployment of new technology/techniques
  • Collaborating with Core Engineering on maintaining and developing deployment and configuration management systems for Windows and Mac
  • Degree or equivalent experience in Computer Information Systems
  • Recognised certifications (MCP/MCSE)
  • 5 -7 years' experience providing 2nd / 3rd line support within cross–platform environments
  • Solid experience of implementing and supporting Windows Server 2008/2012, Exchange 2010, Microsoft SQL Server 2012, Active Directory, Microsoft Windows, Microsoft Office and other standard office applications in a business network environment
  • Experience of Storage Area Networks (Netapp) and Virtualisation (Vmware)
  • Strong Understanding of networking concepts, TCP/IP, LAN/WAN, DHCP, DNS, Routing, Switching and Firewalls
  • Building Servers (Dell PowerEdge)
  • Data Backup and Recovery with Symantec Backup Exec or similar Enterprise Software
  • Symantec Antivirus or similar Enterprise Software
  • Scripting knowledge (VB, PowerShell)
  • Excellent planning, organisational and time management skills with the ability to communicate clearly, concisely and persuasively
  • Ability to work calmly and efficiently under pressure
104

Technical Support Analyst Resume Examples & Samples

  • Provide level 1 help desk support for all desktop hardware, software and ancillary office equipment including phones, printers, multi-function devices, video conferencing equipment
  • Participate in a rotational after-hours support schedule
  • Clearly document all support activities in a ticket tracking database
  • Post-secondary education in a business- or computer-related field of study preferred
  • Knowledge and working experience with Microsoft products, (Windows, Office, SQL)
  • Hands on experience working with MAC OS in a Windows environment
  • Detail-oriented and committed to seeing things through
  • Self-starter with the ability to communicate effectively, proactively research and solve problems
  • Strong interpersonal verbal/written skills
  • Financial services knowledge
105

Technical Support Analyst Resume Examples & Samples

  • Meet HelpDesk SLA’s set by HelpDesk Manager
  • Deliver solid customer support including verification and follow through
  • Possess strong troubleshooting skills
  • Demonstrate the ability to multitask
  • Possess well-established knowledge of both Windows and Mac operating systems
  • Work well in a team environment
  • Support audio/visual needs in the building
  • Immerse self into the culture and needs of the ad agency
  • Provide support to remote offices and users
  • Track issues escalated for resolution to ensure customer receives a timely response
  • Demonstrate strong communication skills, including writing skills for ticketing and knowledge bases
  • Participate in an on-call rotation
  • Mac OS advanced
  • Windows XP,7 advanced
  • 1-5 years IT experience
  • Solid customer support skills
  • Teamwork skills
106

Technical Support Analyst Resume Examples & Samples

  • Review, troubleshoot and approve operational quality desktops, notebooks, and associated peripherals
  • Install, maintain and optimize desktop /notebook configurations
  • Diagnose and resolve product performance problems
  • Perform maintenance and repair services
  • Perform troubleshooting, parts replacement, system upgrades, advanced deployment, and repair on desktops / notebooks
  • Identify potential issues that could adversely impact end user experience and takes corrective action
  • Ensure customer satisfaction by advising customers on preventive maintenance and configurations which may impact product performance
  • Provide technical feedback on technical process issues to improve overall service delivery
107

Technical Support Analyst Resume Examples & Samples

  • Provide daily reports to LAN Admin II on current issues
  • Provide support and troubleshooting for Computer Lab, and Administrative PCs
  • Resolve network printer problems
  • Resolve and troubleshoot workstation, network, and internet access problems
  • Assist students and faculty on the use of installed software applications
  • Provide support for Network Servers by resolving user access problems on servers
  • Provide Technical Support for evening classes and activities, which include the following: setup classrooms with needed AV and computer; assist students in accessing and setting up e-mail accounts and on use of various applications, which are installed on DC campus computers; set up student and faculty personal computer equipment (mostly laptops) for accessing DC's network and LCD projectors for presentation purposes
  • Able to carry loads of 50lbs, including printers and computers, for physical set up
  • Knowledge of PC computer hardware, including microprocessors and peripherals and computer applications (MS Office or higher) and data communications software
  • Knowledge of PC computer operating systems Windows 7, and Windows 8
  • Knowledge of MAC operating systems
  • Ability to diagnose and troubleshoot technical problems and make repairs
  • Ability to prioritize and meet deadlines
  • Some knowledge of and experience with Windows 2008 and 2012 servers, HP printer repair, and audio equipment configuration
108

Technical Support Analyst Resume Examples & Samples

  • College degree (Associates or Bachelor’s) or high school graduate with technical/customer service training and knowledge normally achieved through graduation from a university or specialized trade school program in computer science, information systems or computer-related field
  • Typically three (3) years of experience performing external client hardware/software support, which must include 3 years’ experience with Intel and Microsoft technologies
  • Problem-solving skills necessary to resolve normal daily operational challenge
  • Training skills necessary to educate clients and employees on the use of hardware
  • Thorough knowledge of: computer hardware, network, peripheral equipment, Windows operating system environment, routine commands and administration activities current IT technologies and supporting best practices for assigned area(s) troubleshooting techniques for service disruptions
  • Working knowledge of: network configuration concepts and protocols for local area network (LAN) and wide area network (WAN)
  • Some knowledge of SQL
109

Technical Support Analyst Resume Examples & Samples

  • Provide first level support for all GNS Services
  • Identify, research, troubleshoot and resolve basic technical issues
  • Respond to customer requests via telephone calls, emails and ticket system requests
  • Offer a high level of customer service for users with various degrees of technical proficiency
  • Document, dispatch and escalate requests to 2nd level support
  • Monitor targets to ensure that problems are resolved within the SLA guidelines
  • Send global communications to customers for problems affecting GNS services
  • Experience as a Technical Support Analyst
110

Technical Support Analyst Resume Examples & Samples

  • Experience writing technical documentation
  • Proficient in Microsoft Office Suite, specifically MS Excel and MS Access
  • Experience with Adobe Forms, Adobe Dreamweaver or other HTML editor software
  • Basic knowledge of PeopleSoft Financials
  • Basic knowledge of Window 7 OS
  • 5 years work experience in the information technology field related to the position’s role
  • Customer support experience using Remedy or other call tracking software
  • Advanced MS Excel skills
  • Understanding of relational database concepts
  • Excellent analytical, problem solving and organizational skills
  • Experience in a Higher Education environment is preferred
  • Experience in developing test scenarios to ensure quality production support
111

Technical Support Analyst Resume Examples & Samples

  • Perform technical problem diagnosis, resolution, or escalation to an appropriate Tier III group or vendor
  • Use industry standard tools to manage tickets, install software, and provide remote support
  • Create positive working relationships with customers and colleagues while assisting them within the existing support guidelines. Demonstrate effective internal and external communication skills
  • Apply understanding of computer hardware/software to diagnose and implement a course of action to repair or replace failing client based hardware and peripherals
  • Apply understanding of network concepts and technologies including routers, switches, and wireless access points. Use network analysis tools to monitor WAN/LAN connectivity and provide support for network performance issues
  • Apply understanding of systems environment to diagnose problems using Event Viewer, performance monitoring, and log file analysis. Complete common system requests such as disk space recovery, file share creation, and file recovery
  • Apply understanding of MS Exchange to perform troubleshooting and maintenance requests such as message tracking, resource creation, mailbox moves, and public folders using various MS Exchange consoles and methods
  • Work with other department staff in a technical manner
  • Acts as a liaison between business users, technical team members, and other support personnel
  • Make process recommendations and implement process improvements
  • Understand and correctly apply generally accepted service management concepts including methodologies, frameworks, processes, Key Performance Indicators (KPI), etc
  • Document routine tasks and desk procedures related to support and train others on them
  • Apply problem solving skills and utilize documentation libraries, assistance from Sr. analysts, and past tickets/requests
  • Document all resolution information and associated attachments for future reference
  • Complete project work such as testing new technology and providing technical assistance on projects
  • Expected to complete assigned projects within specified deadlines
  • Expected to work occasional weekends, holidays, and overtime
  • Possibly work a variety of shifts
  • Expected to perform on-call duties
  • Expected to perform other duties as assigned
  • 2 or 4 year degree in an IT related field or equivalent experience
  • Previous IT experience working in Tier I or Tier II technical support or request fulfillment role
  • Previous experience with industry standard tools used to manage tickets, install software, and provide remote support to clients, network devices, and server administration
  • Working knowledge of Windows 7/8/10 configuration and software installation processes
  • Experience with computer hardware troubleshooting and setup including image deployment and software packaging/deployment
  • Experience supporting mobile devices including smartphones, tablets, and data devices
  • Experience supporting network technologies including routers, switches, and wireless access points
  • Experience supporting server environments including Event Viewer, performance monitoring, NTFS permissions, log file analysis, disk space recovery, and file share creation
  • Basic understanding of Microsoft Exchange administration and its various consoles
  • Intermediate level of knowledge with MS Office
  • Strong verbal and written communication skills that non-technical end users can understand
  • Experience with Active Directory is required
  • Experience with RightFax is a plus
  • Understanding of the Software Development Life Cycle (SDLC) is a plus
  • Understanding of ITIL principles is a plus
  • Able to travel by auto and air
  • Able to lift up to 40 lbs
112

Technical Support Analyst Resume Examples & Samples

  • You are a First, Second, Third or Fourth year student
  • You possess proven oral and written communications skills and are able to work effectively both individually and with others
  • Experience with various programming languages
  • Have previous exposure to all or some of the following technologies: SQL, Databases, Networking, Programming, Web server, and UNIX
113

Technical Support Analyst Resume Examples & Samples

  • Serve as escalation point for more junior team members. Provide guidance to staff on all products and services supported by the department as well as non-routine, complex issues
  • Typically requires a minimum of 3-5 years' experience in a QA/development role in software, financial or information services
  • Demonstrated experience in test planning, test design, test strategy, and test execution
  • Serves as a quality lead for large cross-functional, cross-organizational projects, helping to define the software development processes, and scoping the test requirements. Leads other analyst in gathering test requirements and creating quality test plans for large complex projects
  • Experience in Agile or Scrum software development methodologies
  • Knowledge in testing web technologies, services, and physical devices. Understanding of Java technologies, XML, JS, CSS, and HTML
  • Knowledge in Automation Testing Tools
114

Technical Support Analyst Resume Examples & Samples

  • 4+ years of professional experience in Technical Support, serving international customers, supporting complex Applications and/or Products for world-wide customers over voice and e-mail
  • 4+ years of professional experience with Oracle ATG Commerce Applications, in a support, deployment and/or implementation role would be a huge plus
  • 4+ years of professional experience with WebLogic, JBoss, Apache and/or OHS would be another huge plus
  • Competency with common Java debugging tools
  • Competency in Enterprise Application architectures and inter-networking concepts
  • Competency in Networking, Database, firewall, Apache Web Server, and load balancers
  • Working knowledge of Linux, common commands, and basic shell scripting
  • Basic technical support activities including Application restart, implementation of change requests [provision new environment and patch existing one, write action plan for complex release deployment and implement it], perform initial troubleshooting, address and resolve Application alerts
  • Bachelor’s degree in Engineering, Computer Science or related field
  • Ability to work variable rotating shift which may include weekend shifts and on-call responsibilities
  • Excellent verbal and written communication skills with fluency in the English language
  • Ability to work well and communicate effectively with application specialists, developers, designers, technical account managers, product managers, customer support personnel, and customers in a fast-paced environment
  • Comfortable with daily and frequent direct interaction with customers who are located across the globe
  • Provide technical triage and utilize troubleshooting skills to either resolve customer issues or quickly identify when to escalate to senior support team
  • Strong organizational and problem solving skills as well as task execution skills
  • Ability to take direction and work with a team and within a project plan or SLA to meet deadlines
  • Communicate incident and task status to team and customers in a timely and professional manner
  • Ability to work individually and as a strong team member
115

Technical Support Analyst Resume Examples & Samples

  • Handling Support activities for FLEXCUBE Core banking system at customer location within Cairo Egypt
  • Analyzing the issues reported and work on providing quick / work around solutions and work on data corrections for known patterns to help restore the situation
  • Interpreting reported problem in technical terms and then sharing detailed analysis along with debugs and data conditions with technical team in base location in India for RCA & permanent fixes
  • Helping coordinate between various teams onsite and offshore and also working with Bank’s IT team to help them test and deploy solutions to address issues permanently
  • Actively participating in meetings and publishing minutes as well as sharing/presenting the overall progress update and action plan to bank’s senior management (as needed) on a periodic basis
  • Application support - Working experience in bank IT or core banking application is preferable
  • Banking/financial domain experience preferably Flexcube or Finacle or any other Core banking and exposure to Support processes
  • Basic understanding of Oracle database performance monitoring/tuning, interpreting AWR reports, initial analysis & identifying problem areas
  • Must have good experience in Oracle PL/SQL with basic exposure on J2EE
  • Must be willing to work for core banking support project for banks in Egypt
  • Ability for Issue analysis, basic triaging, debugging skills, identifying problem areas, resolve known problems
  • Knowledge of application servers WebLogic, WebSphere, deployment details
  • Familiarity of Java application environment, java script
  • Fluent in English and should be able to work in a team of multi country professionals working in Egypt and India with good customer handling skills
  • Should be able to manage amicable working relationship customer teams as well as senior management of these customers
  • Dynamic individual ready to work in challenging atmosphere with flexible working hours and can stretch on need basis
116

Technical Support Analyst Resume Examples & Samples

  • · Available for varied hours/shifts in 24-hour /365 days year setting
  • · Technical proficiency preferred: SQL, database experience
  • · Prior working knowledge of Oracle MICROS Hotel PMS/POS is a plus
117

Technical Support Analyst Resume Examples & Samples

  • Installs software and peripherals and troubleshoots hardware, software and networking problems
  • Maintains an adequate spare parts inventory of systems, subsystems, and component parts used in repair work
  • Knowledge of operating systems related to personal computer systems and peripherals, video systems, telephone systems, network servers and internal wiring
  • Strong computer skills in order to operate effectively with company systems and programs
  • Ability to prioritize work load and consistently meet deadlines
  • Strong organizational skills; attention to detail
118

Technical Support Analyst Resume Examples & Samples

  • Diagnose, troubleshoot and repair technology related problems for users with diverse levels of IT familiarity
  • Ensure a secure stable computing environment by proactively updating, monitoring and maintaining systems
  • Support Microsoft Windows and iOS operating systems
  • Provide support for all office productivity applications including Microsoft Office (Access, Word, Excel, PowerPoint, Exchange, Outlook), SharePoint, Morningstar Direct, FactSet and Code:Red
  • Support the security provisioning and de-provisioning process for new hires, existing employees, and departures
  • Purchase, maintenance and repair of departmental laptops, mobile phones, tablets, Bloomberg terminals and printers
  • Maintain systems inventory and printer consumables
  • Maintain documentation on team SharePoint site
  • Installation and configuration of all new computer systems, printers, scanners, tablets, mobile devices (iPhones, iPads), A/V equipment, binding machine and other computing related devices
  • Configuration and monitoring of back-up software on all desktop-computing systems
  • Support remote access needs for staff and contractors; provide mobile device management support within PRINCO
  • Keep abreast of new technologies including computer software, hardware, smart phones and peripheral devices; leverages technology to provide strategic and innovative solutions for business needs
  • Facilitate and support the use of technology and video conferencing in meeting rooms
  • Primary liaison with Telephone Services and responsible for supporting both desk, conference and mobile phones
  • Act as a liaison to OIT for technical issues, and attend monthly SCAD/DCS meetings, training and participate in other related forums
119

Technical Support Analyst Resume Examples & Samples

  • Ensures there is 24/7/365 support to the University cable plant (copper and Fiber)
  • Enters cable and infrastructure data into databases
  • Ensures the accuracy of data, analyzes conflicting data, and verifies/collects missing information
  • Monitors and responds to fiber work order queues
  • Provides mentoring and supervision to level 1 and 2 copper and fiber technicians
  • Determines materials for jobs
  • Performs quality inspections of work
  • Must be able to perform the duties of a Fiber and Copper Technician 2
  • Use fiber optic and copper test equipment
120

Technical Support Analyst Resume Examples & Samples

  • Reviewing Remedy and JIRA tickets created and ensure issues are properly addressed. Monitoring and reporting status of tickets to respective internal/external customers and interested parties
  • Analyzing, investigating, and identifying root cause of complex customer issues, and communicate findings to appropriate group for resolution. Resolving issues that do not require escalation
  • Strictly following ShopperTrak’s change control process
  • 24/7 on call duty in case of emergencies, based on rotating shifts
  • Responding to alerts promptly and escalate issues when necessary
  • Working off-hours periodically to accommodate maintenance/downtime windows
  • Creating and updating How-To documents and procedures for troubleshooting and system management
  • Being responsible for all internal/external facing extract distribution and maintenance
  • Providing low-to-moderate level internal and/or customer network support
  • Participating in Research and Development activity as needed to progress ShopperTrak’s new or improved products, processes, or formulas
  • Performing miscellaneous job-related duties and projects as assigned
121

Technical Support Analyst Resume Examples & Samples

  • Provide courteous, efficient, and professional technical support over the phone and email. With continued follow up until resolution or insure proper escalation procedures are followed for unresolved issues
  • Troubleshooting, the use of sophisticated tools, analysis of logs, and coordination of all available resources to resolve issues
  • Validate, document and escalate design, reliability and maintenance problems or bugs
  • Build and maintains appropriate test environments
  • Prepare for and support new products within technical area - may include product install and documentation review
  • Occasional weekend duties may be required
  • Customer Facing Technical Support Experience
  • Familiarity with SQL & RDBMS software such as Oracle, PostgreSQL, MS SQL Server
  • Experience with UNIX and Windows Systems Administration
  • Familiarity with Control-M Workload Automation
  • Knowledge of Java application servers such as Weblogic, WebSphere and Tomcat
122

Technical Support Analyst Resume Examples & Samples

  • Detailed analysis of issues using tools like SQL Profiler, Network sniffers and Windows Performance Monitor
  • Revision of technical documentation and specifications as part of troubleshooting process
  • T-SQL scripting to query and update database contents
  • Reading / interpretation of Java code as part of investigation
  • Remote connection to customer systems using WebEx and similar technologies
  • Spotting of trends across regions and client base and feeding back observations and assessment into Postilion’s management team
  • Working with international customers across time zones
  • 1 years+ relevant university or technikon qualification
123

Technical Support Analyst Resume Examples & Samples

  • Support Evening Shift Production
  • Plant System Support and Maintenance
  • Resolve Problem and Service Tickets
  • Responsible for Technical Planning, Evaluation, Implementation, and Documentation
  • Knowledge of Server Administration
  • Build and Deploy PCs and Related Hardware
  • Install and Troubleshoot Software Package
  • Provide Technical Support and Guidance to End Users
  • Perform PC Maintenance, Repair, and Upgrades
  • Perform other Duties as Assigned
  • 1-3 years of Relevant Experience
  • Must have a working knowledge and understanding of Windows networking and operating systems including web protocols, WINS, DNS, DHCP, TCP/IP, AD, and replication
  • Excellent Customer Service Skills and a Team Approach
  • Ability and willingness to work occasional off hours and weekends
  • Must be self motivated and self starter with the ability to lead others as well as work with minimal or no supervision; able to work with others in high pressure situations to solve problems
  • Working knowledge of PC and printer support
  • Must be familiar with Windows 7 operating system
  • Ability to diagnose and replace PC components
  • Ability to diagnose common printer errors
  • Ability to prioritize tasks with strong organizational skills
  • Must be able to work evening shift hours
  • Ability to lift 40 lbs
124

Technical Support Analyst Resume Examples & Samples

  • Provide high-quality technical support for all desktop and laptop hardware, software and ancillary office equipment including phones, printers, multi-function devices and video conferencing equipment
  • Practice exceptional customer service and ownership over a broad range of support issues
  • Working within our internal task systems, clearly document all support activities in a ticket tracking database
  • The ideal candidate will have a High school diploma or equivalent
125

Technical Support Analyst Resume Examples & Samples

  • Previous experience with formal testing of software applications
  • Working understanding of administration of Team Foundation Server (TFS)
  • Previous experience of working on a software help desk
  • Experience of working within Service Level Agreements (SLA)
  • Receiving, analysing and managing customer support incidents
  • Carrying out 1st line diagnostics on customer support incidents, and where possible providing assistance with 2nd line support
  • Ownership of assigned support incidents to be managed through to conclusion within the assigned customer’s SLA’s
  • Monitoring support call resolutions with line manager and project development teams
  • Collation and checking monthly performance reporting against agreed SLAs
  • Provide assistance with appropriate product testing
  • Forming working relationships with both internal and external customers
  • Maintaining support documentation
126

Technical Support Analyst Resume Examples & Samples

  • Providing support for all end user hardware and software including the operating systems, office applications, various custom applications, printers, etc
  • Provide timely resolution of system/application problems as dispatched by the help desk through problem determination, ownership, root cause, problem logging and follow through to completion
  • Implement hot fixes, patches, updates (obtaining support from more senior Helpdesk staff, as needed)
  • Read technical manuals, dialogue with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support
  • Certification, college degree or BA in Computer Technology or equivalent training
  • 1-2 years experience in call center or computer customer service
  • Hands-on experience in the troubleshooting and break/fix of this equipment
  • Knowledge and experience on call center management system
  • Knowledge of Windows XP/VISTA/2000 and LAN/WAN environment
  • Familiarity with MS Office Suite, Blackberry, and MS Outlook
  • Advanced knowledge of industry standard hardware/software
  • Hands-on experience in troubleshooting and break/fix of applications and/or hardware
127

Technical Support Analyst Resume Examples & Samples

  • Technical support for a software application
  • Operating in an enterprise level environment
  • Training clients on internal applications and products
  • Working to improve training for internal applications and products
  • Troubleshooting product issues with clients via phone and online chat
  • BA or BS degree Preferred (or level of experience)
  • Minimum 3-5 years experience with software support
  • Ability to adapt to proprietary software/technology
128

Technical Support Analyst Resume Examples & Samples

  • Provides telephone or electronic 1st level technical support issues including Windows applications, electronic mail, internal applications & databases, security issues, and desktop hardware/software
  • Troubleshoots problems using desktop remote control products where possible and documents all services provided
  • Interacts with business customers of a variety of services with a high degree of tact and diplomacy to promote a positive image of the IT support center
129

Technical Support Analyst Resume Examples & Samples

  • Provide local and remote support t UnitedHealth Groups computer user community and Call Center related telephony problems. Including configurations/upgrade assistance
  • Work with Call Center, Network, and Desktop engineering teams to resolve complex issues
  • Verify/update central asset inventory database
  • Asset Management processes associated with upgrades to existing equipment and/or purchases resulting from a service/repair request. This process includes verifying and updating the central asset inventory database
  • Process of installing a device including all hardware and software, as well as any associated integration with existing network and software infrastructure
  • Physical relocation of hardware and/or any hardware or software installation, upgrade, or update
  • To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or abilities required
  • Work does usually require established procedures
130

Technical Support Analyst Resume Examples & Samples

  • Log all incoming enquiries onto ticketing system
  • Analyze enquiries submitted by employees via ticketing channels (web, email or phone) and respond in a timely manner
  • Focus on First time resolution
  • Required to provide regular updates on progress to requestor, via communication tools
  • Follow Escalation Matrix
  • Ensure achievement of service level agreements (SLA’s)
  • Update and maintenance of Knowledge Base tool
  • Maintain a high level of written and verbal communication
  • Focus on Customer Satisfaction and Advocacy
  • Provide technical support on the business applications and aim towards employee satisfaction and resolution
  • Should be able to managed shift without Supervision
131

Technical Support Analyst Resume Examples & Samples

  • 5+ years Knowledge/experience with layer3 IP Routing and layer2 switching
  • We are looking for a minimum of two years prior working experience with Oracle products (or at least three years related experience without Oracle products)
  • Prior to consideration for this position, Oracle Corporation requires candidates to register for their respective targeted position at
132

Technical Support Analyst Resume Examples & Samples

  • IT call center support experience
  • Experience of troubleshooting Windows operating system for PC's/Laptops
  • Assertive, strong interpersonal skills- displays leadership and confidence
133

Technical Support Analyst Resume Examples & Samples

  • Testing and ongoing technical troubleshooting as well as some project management and oversight responsibilities
  • Uses product knowledge, technical expertise, and business knowledge in revenue cycle management processes to provide an appropriate strategic vision for decision-making, triaging and escalation process
  • Some on-call duties may be required
  • Superior interpersonal communication skills, flexibility, responsiveness, comprehension and retention
  • Broad communication/networking familiarity
  • Knowledge of ANSI X12 specifications
  • Knowledge of HL7 transaction formats
  • Experience supporting with multiple HIS software products
134

Technical Support Analyst Resume Examples & Samples

  • Create, edit, and remove access to several Expedia tools and applications
  • Ensure that requests are complete and that all required approvals have been received and logged as per documented process
  • Document account provisioning activities, which include ticketing tools and logging provisioning events
  • Make updates in Active Directory and Exchange mailboxes
  • Add, remove and modify membership to security groups in multiple domains
  • Act as a Subject Matter Expert (SME) for a given subset of tools, including ownership of the documentation and expertise on the workflow for those applications/tools
  • Identification of at-risk accounts and mitigation for segregations of duties, inappropriate approvals and access levels and proposing improvement areas for process gaps
  • Provide excellent customer service to the end users and managers that will be requesting access
  • Respond to escalated requests within the established SLA
  • Help to identify the needs of the customer and troubleshoot issues if incomplete requests are received
  • Adhere to security and audit requirements in the course of daily tasks
  • Must be fluent in English – both written and verbal
  • Detail Oriented, organized, and an ability to multi-task
  • Excellent customer service skills (customer focused)
  • Ability to work in a team environment (team player)
  • Experience working within a ticketing tool (i.e. Service Now, Remedy, etc.)
  • Knowledge of the Windows OS Enterprise environment, specifically Windows 7 and XP (MAC experience a plus)
  • Familiarity with Active Directory and Exchange consoles
  • Ability to follow established processes and identify/propose areas of improvement
  • Must have excellent Problem solving skills and ability to work independently
  • Working knowledge of basic office programs (excel, word, outlook)
  • A+ certification, Active Directory Management certification or other Information Systems classes/programs preferred
  • Work Experience and Education Guidelines
  • High School diploma or equivalent required; Bachelor’s or associate’s degree preferred
  • 1-2 years of experience in Customer Service required
  • 1 year prior work experience in IT Support (Help desk, tech services, etc.) or IT Security
  • LI-RD1
135

Technical Support Analyst Resume Examples & Samples

  • Bachelor’s degree or equivalent experience is required. Master’s degree is preferred. A concentration in Information Systems, Computer Science or Technology is preferred
  • Minimum 2 years of business process and systems analysis experience is required
  • Experience and background with Electronic Medical Records (EMR) systems, Health Benefit/Claims experience, and governance best practices as it relates to the handling and management of personal health information (PHI)
  • Experience working independently and as part of a collaborative team
  • Experience in self-managing work plans and work assignments
  • Experience with presenting and communicating complex concepts and issues to non-technology stakeholders
  • Exposure to SDLC methodologies such as Waterfall or Agile
  • Demonstrated computer technology knowledge coupled with the ability to keep abreast of technology changes is required
  • Ability to collaborate with others is required
  • Excellent written, verbal and interpersonal communication skills are required
  • Familiarity with Salesforce CRM or other CRM products and Help Desk Software such as Salesforce Service Cloud, ZenDesk, etc. is preferred
  • CCBA or CBAP certification from IIBA is preferred
  • Knowledge of project management and PMI standards is preferred
  • Commitment to the YMCA character development values of caring, honesty, respect and responsibility is required
  • Work closely with operational teams to design and develop business processes that can be supported by the EMR technology solution(s)
  • Attends meetings at a regularly schedules intervals with business leadership to review system usage, needs and issues
  • Supports YUSA application configuration of the systems(?) over all including: user access creation and maintenance, program data capture UI templates, program scheduling UI templates, table builds, locations, providers, insurances, other third party payors, participants, visit types and fee schedules
  • Assists with the creation and maintenance of training materials and assists with the program training delivery
  • Assists with the development of reports as directed by the business needs working with Y-USA IT and vendor account manager
  • Administers ongoing support processes; coordinates with Y-USA Level 1 support and vendor help desk as needed
  • Supports application version and feature release testing and deployment
  • Assists with ongoing system enhancements and upgrades to support ongoing program rollouts
  • Provide line/desk side incident, problem and request management support in accordance with documented processes
  • Provide full resolution to all escalated MSO Support Desk tickets and associated customer expectation management
  • Adhere to all IT and MSO support practices
  • Performs other duties as assigned by the Senior Director, Strategic IT Projects
136

Technical Support Analyst Resume Examples & Samples

  • Providing end-user support of local and remote client computers, printers, telephones, mobile devices, other approved devices and their related software/configurations
  • Facilitating problem solving and collaboration with various technical teams including managed service providers and vendors
  • Participate in group wide discussions and assisting with the decision making process to bring issues to closure
  • Produce well-written technical and business documentation, such as knowledge-based articles and standard operating procedures
  • Providing technical support in a Windows and Mac environment
  • Participating in project implementation, occasionally leading moves, upgrades, and migrations
  • Proactive in identifying process improvements within the ITIL, Agile and Waterfall methodology
  • Monitoring individual metrics to manage adherence to defined KPIs and ticket governance
  • Providing timely follow-up to users and management on all support issues encompassing all phases of end user support
  • Soliciting feedback from the business lines and individual users in order to improve service levels and customer satisfaction
  • Reporting on root-cause analysis where there have been significant problems - explaining what happened, why and what preventative measures have been put in place to avoid a repeat
  • Providing Smart Hands support and vendor escorts for as required
  • 5 years’ experience working on Server, Desktop and\or Help Desk support
  • ITIL Foundation certification high desirable
137

Technical Support Analyst Resume Examples & Samples

  • Represent BlackBerry and providing advanced technical solutions, advice and guidance by telephone, email and/or in person
  • Maintaining systems in a lab environment to prototype and test operation of the BlackBerry software, infrastructure and its inter-dependencies, as well as to recreate customer issues for in depth data analysis
  • Providing world-class support and reinforcing customer confidence when resolution is yet to be discovered
  • Partnering with Development Support / Senior Analysts / Support Account Managers to provide the best support for Premier customers
  • Researching and authoring technical articles for submission to the Technical Knowledge Centre
  • Keeping the customer updated on the status of reported problems, as well as keeping the ticket tracking system updated with current information on the case, recommendation and resolution
  • Demonstrate customer focus and empathy
  • Meet established service delivery guidelines such as customer satisfaction, phone based activities, resolution, schedule adherence, case documentation and case wellness
  • Facilitated resolution of complex technical issues in all areas of assigned BlackBerry products by collecting the necessary documentation or recreating issue in house
  • Responsible for efficiently managing the relationship with these customers and thoroughly documenting their cases
  • Intermediate knowledge and hands-on experience with the following: Windows 2008/2012 Server, Windows XP/7/8, Lotus Domino Server and/or Microsoft Exchange Server 2010/2013 and/or Novell GroupWise, Lotus Notes Client and/or Microsoft Outlook
  • Excellent customer service skills and a passion for assisting others
  • Must be capable of working effectively at a technical level with partners and customers and carry out proven application of sound troubleshooting strategy
  • Demonstrate ability to track and manage issues until they are fully resolved
138

Technical Support Analyst Resume Examples & Samples

  • 2+ years of experience with PC operating systems including Windows 7, 2000 and XP
  • 2+ years of experience in a Customer Service role
  • 2+ years of Technology Support experience
  • Experience with Microsoft Outlook, Word, and Excel including creating spreadsheets, manipulating data, filtering
  • Bachelor’s Degree or higher preferred
139

Technical Support Analyst Resume Examples & Samples

  • Knowledge t-sql script language and administration SQL-server
  • Experience in network administration
  • Experience in different script languages for example Python, bash or VB
  • Day shift and weekend work (likely one shift each weekend unless they want to work both Saturday and Sunday)
  • German language (Will directly work with clients)
  • Java experience - useful for problem analysis when reading and understanding the source code from our application
140

Technical Support Analyst Resume Examples & Samples

  • Interact with customers via telephone, e-mail, IM/chat, and social tools, to provide technical support
  • Escalate or work in tangent with appropriate support specialists or support groups on unresolved issues
  • Communicate and provide knowledge transfer to other agents/technicians on issues/problems and resolution
  • Work with other support groups such as network operations, in assisting in the resolution of incidents or maintenance activities. ​
  • Installation, configuration, and support of local and LAN printers
  • Ability to effectively perform issue isolation and resolution in order to minimize downtime
141

Technical Support Analyst Resume Examples & Samples

  • Works with internal customers to answer the Help Desk telephones in a professional, courteous, and timely manner. Provides technical assistance to end users for software applications, desktop/laptop computer hardware, and peripheral devices. Acts as first point of contact to end-users
  • Applies general knowledge of hardware, custom and third party software applications, networks, telephony systems, Windows AD, AS/400, and application security to analyze and prioritize issues
  • Works with Tech Services Supervisor in logging all calls in the Help Desk database. Escalates urgent problems for resolution to Supervisor or Management and documents resolution to reported problems. Utilizes knowledge bases and documentation to debug issues
  • Works with predefined procedures (escalation paths, service level agreement guidelines, definition of issue type, priority and impact) for the Help Desk
  • Works with remote end users to debug issues and provides solutions or escalate issues as determined necessary
  • Works with end users to set expectations on time to resolve more complex issues and follows up with end users on status of issues. Tracks escalated workflow
  • Works with Help Desk team in sharing information on open issues requiring follow up with the technician who has the next shift or Second level
  • Set’s up new hires in a timely fashion and removes access from terminated associates
  • Performs other duties as assigned by management
  • Sedentary physical activity requiring reaching, sifting, lifting, finger dexterity, grasping, feeling , repetitive motions, talking and hearing
  • Visual requirement is for close vision, distance, vision, peripheral vision and ability to adjust focus
  • Associate is frequently required to stand, walk (or otherwise be mobile)
142

Technical Support Analyst Resume Examples & Samples

  • Responsible for all maintenance and troubleshooting of all AV and technology in the Briefing Center
  • Prioritize, review and schedule all engagement technical requests. Be the technical support to the entire briefing center team – plan and prioritize all technical functions of the Briefing Center
  • Diverse knowledge in supporting mobile devices such as Tablets and Smartphones
  • Knowledge supporting Apple Macs
  • Project and/or program management experience
  • Demonstrated ability to work in a fast-paced work environment, sometimes under pressure
  • Enthusiasm for learning and willingness to go above and beyond ​
143

Technical Support Analyst Resume Examples & Samples

  • Support Windows 7; Peregrine tickets; HP Service Manager
  • Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities - Read technical manuals, dialogue with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support
  • Ability to read and comprehend specialized technical documentation, as required
  • Ability to perform light manual labor, i.e. lifting monitors or PC's
  • Ability to handle multiple concurrent calls/tasks in a fast paced environment
144

Technical Support Analyst Resume Examples & Samples

  • A passion for Customer Success!
  • Good communication and articulation skills
  • An understanding or experience of an industry standard RDBMS (Oracle / SQL Server/ DB2/Teradata/Netezza etc)
  • An understanding of network technology
  • LDAP Servers – Active Directory, Tivoli and Sun Java
  • Experience with Application Servers (IBM Websphere, Bea Weblogic, Tomcat)
  • Experience with HTML and XML
  • Experience with Windows OS and at least 1 UNIX flavor (SunOS, IBM AIX, HPUX)
  • Troubleshooting skills with the likes of truss, dbx/adb
  • Ability to install and configure applications on UNIX environments
  • OS - AIX, Solaris, HP, Windows
  • Should be willing to work in shifts
  • Long term commitment to Pune location is must
  • Should have strong desire to seek long term career in Customer Support field
145

Technical Support Analyst Resume Examples & Samples

  • Provide support in a Windows Vista and 7 environments
  • Ensure the proper day-to-day operation of internal technology applications and equipment
  • Provide a high level of business support / technical assistance to Moody's associates both local and remote. Support includes, but not limited to laptops, desktops, network printers, mobile devices, Microsoft office suite software, VPN, video conference system and various proprietary applications
  • Successfully troubleshoot issues both independently and in collaboration with all available resources
  • Coordinate support and requests with other support levels and vendors
  • Ensure that end to end SLAs are arranged and carried out
  • Effective ongoing communication with the internal and external stakeholders to advance operations support service and overall service delivery
  • Oversee and manage IT support-related projects
  • Perform updates, repairs, upgrades, backups and other maintenance tasks
  • Manage the help desk system and supervise ticket activity, focusing on root cause resolution and potential issue avoidance
  • Provide timely follow-up to users and management on all support issues by ensuring that all phases of desktop support, including installations, upgrades, software, hardware, operating systems, and operating system configuration issues, are properly coordinated, monitored, tracked, and resolved
  • Highly flexible and committed to personal goals and directions agreed on with IT and business management
  • Report on root cause analysis where there have been significant problems - explaining what happened, why and what preventative measures have been put in place to avoid a repeat
146

Technical Support Analyst Resume Examples & Samples

  • Resolve technical issues and answer queries surrounding computer hardware, software, network, and telecommunications systems that originate by telephone, voice mail, or e-mail
  • Maintain record of daily data communication transactions, problems and remedial action taken, and installation activities
  • Follow documented processes and escalate issues as needed
  • Oversee the daily performance of computer systems
  • Assist with hardware and software upgrades
  • Limited maintenance of end user accounts, permissions, and access rights
  • Associate's degree in the field of computer science or 1-2 years equivalent work experience
  • Certifications in A+, Network+, and/or MCDST highly desired
  • Working technical knowledge of PC operating systems, including Microsoft Windows XP and Microsoft Windows 7
  • Support experience with Microsoft Office 2003 & 2007, Internet Explorer 7 & 8, and Outlook Web Access (OWA)
  • Working technical knowledge of current network protocols and standards, including TCP/IP, HTTP, FTP, DNS, and DHCP
  • Hands-on hardware troubleshooting experience
  • Good understanding of the organization's goals and objectives
  • Ability to conduct research into networking issues and products as required
  • Highly self motivated and multi-task oriented
  • Proven analytical and problem-solving abilities
147

Technical Support Analyst Resume Examples & Samples

  • Internship in IT or 1-3 years of experience as a Technical Support Analyst
  • High Analytical and problem-solving skills
  • Ability to work under stress
  • Bilingualism in English and French (oral and written)
148

Technical Support Analyst Resume Examples & Samples

  • Diagnose hardware, software, printing, and network connectivity issues including LAN, WAN, and VPN access in a Windows XP environment, offering a variety of level 1 to 1.5 solutions over the phone
  • Utilize between call time to process USC customer escalations and USC Web Portal tickets
  • Accurately, quickly, and efficiently record all interactions with customers in an incident management tracking tool
  • Escalate high priority, high impact issues to the USC's internal support teams
  • Frequently speak and listen using a headset, sit for longer periods of time working at a computer, scheduled lunches, breaks, and off phone time
  • Follow policies and procedures regarding the safeguarding of sensitive information, such as PHI/PII and access to corporate systems
149

Technical Support Analyst Resume Examples & Samples

  • Process simple to complex multi platform, multi environment batch testing for CQA, UAT and others
  • Work does require using established procedures
  • Works independently.&#96
  • Technical Degree (or higher) OR High School Diploma/GED with 1+ years experience in a Batch Support Role
  • Working knowledge of TWS Batch Scheduling application
  • Working knowledge using Oracle Commands
  • Experience using Oracle commands
  • Experience using IBM Mainframe
  • Experience with Windows platforms
150

Technical Support Analyst Resume Examples & Samples

  • Must have a Bachelor's degree in Computer Science, Computer Engineering, MIS or a related field
  • Previous software developer experience is preferred (may be in the form of an internship)
  • Strong problem-solving and object-oriented development skills, a winning attitude, and a passion for software development are also required
  • Strong understanding of USPS guidelines as it pertains to café sheet, address validation, NCOA, and presort requirements
  • Lean/CI, process analysis/improvement
  • Strong understanding of conditional logic, scripting, and basic programming and languages (C#, C++, BASH, JavaScript, and/or T-SQL)
  • Windows and Unix System Administration experience is preferred
  • Pitney Bowes Spectrum and MailStream Plus or other mail processing software
  • PC Proficiency required
  • Microsoft Office Suite (Outlook, Lync, Word, Excel, PowerPoint, Visio)
  • Advanced understanding of Merge Purge and other complex data services using Pitney Bowes technology
  • Excellent English communication & presentation skills - verbal and written
151

Technical Support Analyst Resume Examples & Samples

  • Phone support for computer hardware problems, software issues and connectivity issues
  • Project work related to providing high level support for customers and to reduce end user downtime
  • Completes administrative tasks such as hardware inventory, shipping, testing and minor break/fix of hardware
  • Works independently or as a team member on new applications, processes or projects
  • Demonstrates problem solving by using a combination of troubleshooting tools, experience and creativity to manage customer technical issues through to resolution
  • Produces and shares well-written communications and documentation
  • Quickly adjusts to constantly changing conditions, displaying a positive attitude toward new opportunities and change
  • Prioritizes tasks, managing project responsibilities, balancing phone and project work to meet deadlines
  • 4 years of experience in information systems, preferably in a technology environment to include
152

Technical Support Analyst Resume Examples & Samples

  • Purpose of Position
  • Measurable differences in warranty expense
  • Number of calls to our Technical Support line
  • Sales dollars. If the product is not performing well, sales will be impacted
  • Assist Authorized Service Contractors and Distributors in troubleshooting and debugging Veeder Root and Red Jacket products. With a focus on basic electronic principals, mechanical pumps, installation of equipment and regulatory driven products and services
  • Support Field Service organization relative to application and design issues. Troubleshoot and understand basic functionality of all Service Station Equipment such as Point of Sale, Dispensers, Pumps, and Tank Gauging
  • Read electronic schematics and troubleshoot to isolate defective equipment by analyzing diagnostic information in order to determine cause of failure
  • Fluent in troubleshooting devices such as Ohm Meter, Pressure Gauge and Vacuum Gauge
  • Troubleshoot factory and field hardware. Participate in Internal escalation process that will assist in reducing warranty incident rates, and improving external quality
  • Relate information learned from field troubleshooting to engineering such as software bugs, hardware findings
  • Must be familiar with modem, TCP/IP communications compatibility and understand basic RS232 protocols
  • 2-year technical degree (preferred electronics) plus at least three years’ experience in Service or Engineering fields highly desired. Years of experience in Service or Engineering in a related field may be a reasonable substitute for the 4-year technical degree
  • A minimum of 1 year experience performing technical services for retail and commercial petroleum customers preferred
  • Strong knowledge of operational characteristics of a retail petroleum station, including the following highly desired
  • Veeder-Root Environmental and Business Solution Products
  • Red Jacket Submersible Pump systems
  • Gilbarco and Dresser Wayne Dispensing Systems
  • Underground Vapor Control and Pressure Management Systems
  • Office automation computer skills, such as Word, Excel, MS-Access, E-Mail, and Windows required
  • Excellent written and oral communication skills required. Call Center experience preferred
  • Must be able to interpret engineering drawings, schematics and specifications
  • Knowledge of production practices and test procedures required
153

Technical Support Analyst Resume Examples & Samples

  • Answer and resolve Initial Customer Support Calls and Emails
  • Document issues
  • Create and Process RMA’s
  • Install and configure applications and workstations
  • Provide application training
  • Update database
  • Analyzing application reports
  • Generate system reports
  • Two year Associates degree/Technical diploma from an accredited institution OR a High School diploma/GED and a minimum of two (2) years of customer-facing technical support experience
  • Experience with Windows-based operating system and application troubleshooting
  • B.S. Degree in Computer Science or higher from an accredited university
  • Experience with technical support
  • Minimum of three or more (3+) years of experience providing customer-facing technical support
  • Minimum of two or more (2+) years of experience working with Microsoft Windows Operating Systems
  • Ability to provide Support and troubleshooting in the following areas: Desktop, Software, Hardware, Windows/Linux Operating Systems, Network
  • Basic knowledge of databases, SQL
  • For any areas in which the candidate does not possess knowledge, the candidate will need to learn these areas on the job
  • Candidates must have excellent verbal and written English communication skills, other language abilities are a plus
  • Candidates must have excellent troubleshooting skills and problem solving resourcefulness
  • 3M Global Terms of Use and Privacy Statement
154

Technical Support Analyst Resume Examples & Samples

  • Provides technical support to company customers, field engineers and technicians who are diagnosing, repairing and debugging complex computer systems, complex software and networked or wireless systems. Isolates or fixes problems in malfunctioning equipment or software
  • Provides support to customer/users where the product is highly technical or sophisticated in nature. Normally receives general instructions on routine work, detailed instructions on new projects or assignments
  • Understand and Adhere to all Corporate Policies to include but not limited to ACI Code of Ethics and Global Information Security
  • Researches and resolves customer reported issues related to a product or discipline. Gathers data, tests and replicates problems. Answers questions related to configuration and operation by testing, reviewing code (if available) and reviewing documentation
  • Consults with and coordinates the efforts of other technicians to resolve customer issues and questions in a timely manner
  • Strong Portuguese skills preferred
155

Technical Support Analyst Resume Examples & Samples

  • The primary focus of this position is to provide system and operations analysis, administration, and support for HCH Radiation Oncology systems. This will include, but is not limited to, administration and support of Radiation Oncology applications, Radiation Oncology workstation and desktop systems, mobile clients, and general clinical system administration, analysis, and support. The position will also assist the Radiation Oncology Senior System Administrator with server, storage, and backup system administration
  • Provides support to and receives direction from Senior Systems Administrators and Radiation Oncology leadership on projects and task assignments
  • Installs new software releases and system upgrades
  • Assists with evaluation and installs patches and resolves software related problems for servers and related systems
  • Assists with installation of hardware and software under the direction of senior system administrators and departmental leadership
  • Manage, coordinate, and follow up with customers, internal staff, and vendors as required
  • Monitor system performance, security, and logs
  • Provide other support, as needed
156

Technical Support Analyst Resume Examples & Samples

  • Responsible for interpreting the technical issues and recommending best practices based on their deep knowledge of IT/AV infrastructures
  • Point person for integration and implementation of new AV and all technical tools/resources within the Innovation Center. Responsible for set up and tear down of Innovation Center AV / technical equipment prior to and after engagements. Track and maintain updates and version changes to all AV and content management systems, as well as keep records of all equipment in the Centre and Centre experiences
  • Prioritize, review and schedule all engagement technical requests. Be the technical support to the entire Innovation & Strategic Partnerships team – plan and prioritize all technical functions of the Innovation Center, Meeting Rooms and demos / experiences
  • Work closely with other departments and vendors that support engagement operations (Facilities, IT, Security, outside vendors). Manage all supporting outside technical services to the Innovation Centre (AV partners, software partners, equipment partners etc). This includes liaising with the Helios team regarding our main Prysm screen, whom are based in the US
  • Ensure the Innovation Centre meets expectations with regard to appearance, cleanliness, organization, functionality and overall quality experience
  • Assist with the A/V logistics for the Innovation Center buildouts in other locations (locations / timeframes TBC)
  • 4 years + of relevant professional experience preferred
  • Diverse advanced knowledge of IT infrastructures and AV equipment
  • Knowledge supporting Apple Macs and PCs
  • Attention to detail in all areas, with the ability to keep good logs, records and tracking of tasks and equipment logs
  • Ability to manage partners and suppliers
157

Technical Support Analyst Resume Examples & Samples

  • Background in education and/or education technology
  • Understanding of relationships between various systems
  • Understand end-to-end business processes
  • Manage multiple priorities in a dynamic and demanding environment
  • Work both independently and as part of a team
  • Learn quickly and work within tight deadlines
  • A self-starter who takes personal initiative and willingly assumes responsibility and ownership
  • Must be flexible, able to work in a global, fast-paced, dynamic environment and operate with limited direction
  • Well organized with strong analytic skills; drives to see things through to completion
  • Ability to build and maintain strong relationships with stakeholders including business teams, technical teams, leadership and partners
  • Interact with Product Development and Business organizations as needed
  • Directly or through others, provide production support for implemented applications, including but not limited to - - identify, report, test and resolve bugs and other issues as needed
  • Support system enhancements as needed, including but not limited to - - identifying business process flows/maps, business requirements definition, technical solution identification, functional and user acceptance testing and project management
  • A positive attitude and the desire to learn new products and skills
  • Experience with MS Office Suite, Projects, Visio
  • Experience using support tools to track issues and enhancements
  • Application Express experience preferred
  • Basic understanding of Oracle products
158

Technical Support Analyst Resume Examples & Samples

  • Diagnose and resolve issues associated with end user based application software and operating systems
  • Contribute to project teams in the improvement of current BIS services and development and delivery of new BIS services
  • Maintain the IT infrastructure to a high professional standard thereby maximizing the productivity of employees whilst supporting the business plans
  • Experience of working with the following technologies: Windows 7, MS Exchange, Office 365, mobile technology, printer technology, DNS, DHCP, switches and routers
  • Experience of installing and supporting PC, laptop, tablet and mobile hardware and software including supporting desk moves/new work place setups
  • Experience of diagnosing and resolving end user issues around application software and operating systems
  • Working knowledge of desktop, laptop, server and printer computer hardware dependencies
  • Working knowledge of relationships between networks, phones, mobile devices, PC operation systems, databases and applications
  • Experience of technical implementations with a strong understanding of Microsoft and networking technologies
159

Technical Support Analyst Resume Examples & Samples

  • Possess all requisite knowledge, skills, and abilities as posted in the supplemental section
  • Demonstrate critical thinking and reasoning skills
  • Write and communicate clearly and concisely
  • Demonstrate exemplary customer service skills
  • Must have the ability to present solutions in a customer friendly language, as well as, serve on the front lines of technical issue resolution
  • Ability to effectively communicate and perform under stressful circumstances with diplomacy and without intimidation
  • Ability to project an image of competence, efficiency and professionalism at all times
  • Strong knowledge of PC applications and operating system software is required
  • Experience with remote tools for PC platforms
  • Working knowledge of basic network connectivity concepts for both wired and wireless environments is required
  • Previous IT experience
  • Understanding of desktop technology
  • Strong knowledge of Windows and Macintosh operating systems is preferred
160

Technical Support Analyst Resume Examples & Samples

  • 5+ years of experience with PC operating systems including Windows 7 or XP
  • 3+ years of experience in a customer service role
  • Experience with Microsoft Office (including Word, Excel and PowerPoint)
  • Master's Degree (or higher)
  • Information Technology Certifications
  • Computing Technology Industry Association A+ Certification
161

Technical Support Analyst Resume Examples & Samples

  • Technical Account Management
  • Single point of accountability and centralized management of all technical issues and resources on a global basis
  • Proactive Systems Management for solution optimization
  • Proactive and Automated Systems Monitoring for critical and mission impacting technical issues
  • 24X7 critical alert engagement using mobile devices as link to alert notification solution
  • Formalized Change Control process
  • Prioritize On-site Dispatch and Service Level Objectives
  • Automated and Consultative System Updates
  • Product Enhancement reviews and consultation
  • Conduct regular Business Performance Reviews
  • Perform Solution Optimization and Best Practices consultation
  • Provide user and administration training to help customers manage the cost recovery solution
  • Project manager for every solution deployment for all managed accounts
  • Travel
  • To Major Accounts clients to conduct program initiative
  • To clients to perform troubleshooting or solution deployment as needed
  • Must be Fluent in Japanese and English
  • Solid technical skills and expertise with the ability to provide technical support
  • Exceptional technical consultation skills with a strong solutions orientation
  • Strong and effective English language communication skills: verbal, listening, written and presentation
  • Exceptional customer service skills with effective follow-through
  • The ability to work effectively at all levels of an organization
  • Strong organizational, planning and time management skills
  • Willingness to own problems and see them to completion
  • Technical certifications and advanced working knowledge in Microsoft Operating systems and networking, including remote software deployment and management
  • Experience in Call Center / Help Desk or equivalent technical environments
  • Strong understanding of the Printing Process in Enterprise environments
  • Microsoft SQL experience highly desired
  • Working knowledge of Document Management Systems
  • MCTS/Microsoft Certified Technology Specialist (or MCP equivalent)
  • Self driven individual
162

Technical Support Analyst Resume Examples & Samples

  • Diagnoses, analyzes and resolves issues for customer(s) across Brunswick domains
  • Configure advance system settings and application software at multiple workstations
  • Evaluate and make recommendations to management regarding equipment, tools, and software under consideration for purchasing
  • Maintain an up-to-date technical and practical knowledge and understanding of hardware and software support and analysis
  • Manages the implementation of system changes as it relates to PC hardware and software
  • Develop software or virtualized installation packages for network deployment to Enterprise customers via System Center 2012 Configuration Manager
  • Develop, manage, and support PC images in accordance with company standards
  • Assists in managing automated deployment software, including creating collections, deploying software, and managing devices
  • Responds to and resolves 2nd level technical end user service and support requests utilizing the current Service Management software
  • Participates as a technical resource on various projects and assignments while maintaining current core function duties
  • Coordinates communication with the user community regarding upgrades and changes to the desktop environment (e.g., determines appropriate method of communication, drafts communication message, etc.)
  • Works with the information security team to adhere to systems security specifications
  • Bachelor's degree in Information Systems, Computer Science, or comparable program is preferred
  • 5+ years of work experience required providing technical support in a PC support environment (Microsoft Windows OS multiple versions, Office Pro, Visio, & Project, etc.)
  • 5+ years desktop management experience within a large enterprise network
163

Technical Support Analyst Resume Examples & Samples

  • Conduct system maintenance and monitoring to ensure adherence to contracted service level agreements as well as ensure compliance with industry standards and best practices
  • Respond to situations where level one support has been unable to isolate or fix problems in malfunctioning equipment or software
  • Bachelor Degree or equivalent education/experience
  • 2-4 years working in IT industry or equivalent
  • Working knowledge of Linux Operating Systems
  • Ability to analyze problems and determine possible solutions
  • Analytical skills to research and correlate information from disparate sources to formulate findings and root cause of reported issues
  • Experience with Bash, Perl
  • Knowledge of Telephony/SIP is beneficial
  • Ability to communicate technical subjects with technical and non-technical employees
  • Strong communication and interpersonal skills, particularly the ability to quickly establish productive relationships with other key technical and business team representatives throughout CSG
  • Ability to support 24x7 on call rotation
  • Ability to work effectively and efficiently in a fast-paced, ever-changing, team environment
  • Ability to recognize areas in need of improvement and communicate requirements
164

Technical Support Analyst Resume Examples & Samples

  • Provide client support and technical issue resolution via email, phone and other electronic medium
  • Monitoring, troubleshooting and maintenance of the operating system and system software products in support of business processing requirements
  • Provide local and remote system support and server administration to Linux Servers (SuSE, Red Hat) and some Microsoft OS environments including basic system administration and storage management functions
  • Perform basic administration and troubleshooting various components including server hardware and backups
165

Technical Support Analyst Resume Examples & Samples

  • 1 year supporting MS word and Excel, plus if they have experience with all MS Suites
  • Aptitude to learn new proprietary applications
  • Customer Service Experience
166

Technical Support Analyst Resume Examples & Samples

  • Working knowledge of Microsoft Windows operating systems (7 & 10) environment (Windows architecture to registry level)
  • Knowledge and experience of laptop, desktop and printer hardware fundamentals
  • Working knowledge troubleshooting of Microsoft Office products
  • Deployment and troubleshooting knowledge of Apple operating systems
167

Technical Support Analyst Resume Examples & Samples

  • Responsibilities may also include security access processing, ID tracking, maintenance of reporting logs, password reset assistance, PC hardware/software inventory checks and stocking of spare parts as well as more advanced troubleshooting and support
  • Must work well under high volumes of work
  • Must be a self-motivated candidate who can keep focused with minimal supervision
  • Must be a resourceful team player and ready to reach out to others for assistance
  • Must pass federal background screening
  • Associate's Degree (or higher) or High School Diploma/GED with 5+ years of experience in a technical support environment
  • 2+ years of experience with PC operating systems including Windows NT, 7, 8, 2000 or XP
  • 1+ years of experience in a customer service or customer facing role
  • 2+ years of years of Technology Support experience
  • Experience with Microsoft Office support (Word, Excel, and PowerPoint)
  • Knowledge or basic computer hardware (PCs, printers, RAM, monitors, etc.)
  • Information Technology Certifications (A+, Network+, or any MS desktop server certs)
168

Technical Support Analyst Resume Examples & Samples

  • Administers Company standards and policies with respect to the implementation and operation of the technical environment or infrastructure
  • Provides event support working in conjunction with event staff, event directors, and internal IT staff
  • Backs up other team members during days off, vacations, etc
  • Travel to other offices or sites as determined by assigned area or in projects
169

Technical Support Analyst Resume Examples & Samples

  • Responsible for root cause analysis on tickets that failed SLA or process
  • Maintains files for failed SLA tracking and improvement purpose
  • Keeps constant communication with the team management and third party suppliers
  • Capacity to coordinate meetings with the third party suppliers and present data, capacity to analyze data and reports
  • Identify top drivers impacting the team BAU activities
  • Would act as an escalation point of contact for third party suppliers
  • Analyze the failing trends and drive advice for improvement
  • Technical University Degree
  • Fluency in English
170

Technical Support Analyst Resume Examples & Samples

  • Responsible for coordinating workload for the L1 agents, reporting on daily/weekly/monthly performance stats
  • Maintains files for production performance and any other necessary metrics
  • Responsible for identifying and reporting operational challenges
  • Keeps constant communication with the team management and act as an escalation point of contact
  • Capacity to analyze data and reports, to coordinate meetings with the customer and explain data
  • Driving the efficiency and effectiveness of the ticket queue management
  • Analyze the ticket flow to track and drive advice for improvement
  • This position is only available to those interested in direct staff employment opportunities with NTT DATA, Inc. or its subsidiaries. Please note, 1099 or corp-2-corp contractors or the equivalent will NOT be considered. We offer a full comprehensive benefits package that starts from your first day of employment
171

Technical Support Analyst Resume Examples & Samples

  • Prior experience prividing 1st/ 2nd line application support
  • Fluent Italian and English communication skills
  • You will be a natural problem solver
  • Willingness to live in and work in Prague
172

Technical Support Analyst Resume Examples & Samples

  • Making initial contact with the customer who logged the issue to understand, gather information and try to understand the issue
  • Managing a range of technical cases at any one time at all different complexities
  • Interpreting, debugging application code and isolating issues
  • Guiding, advising and coaching other team members and our customers on problem resolution
  • Reporting issues and recommending process improvements
  • Providing coaching and support to other analysts within the team on product and technical issues
  • Using a range of technology such as MSSQL, Microsoft server tools, Sales Force and possibly our own programming language
173

Technical Support Analyst Resume Examples & Samples

  • Provide expert-level technical support via phone and email to Salesforce Marketing Cloud customers
  • Track and maintain all customer communications and case documentation in salesforce.com
  • Manage support cases on a daily basis, including transfers from other regions
  • Respond to customer-reported issues in a timely manner per service level agreements
  • Communicate progress of resolution/status in a timely fashion per service level agreements
  • Manage escalations and expectations for both the customer and internal staff
  • Follow established support processes and procedures
  • Customer centric attitude in everything you do
  • Action oriented with strong organisational, analytical and problem solving skills
  • Highly adaptable, fast learner
  • Technical aptitude in support of learning Salesforce Marketing Cloud application and solutions
  • Dependable, motivated, self-starter, with the ability to work independently
  • Experience in reading and writing SQL
174

Technical Support Analyst Resume Examples & Samples

  • Provide a delightful customer experience with every customer contact, ensuring the professional handling of every issue
  • Perform efficient incident management, while maintaining metric quotas
  • Understand and assess customer-reported issues to determine prioritization
  • Serve as an internal knowledge resource for other members of the Taleo team
  • Utilize knowledge of technologies to make solution recommendations
  • Analyze and validate issues transferred to R&D and offer suggestions on fixes as needed
  • Act as liaison between customers, R&D, Production, Consultants, and QA, etc
  • Manage and ensure documentation of assigned incidents, including internal and external communications
  • Learn, understand, maintain and contribute to internal support processes
  • Maintain strong adherence to Service Level Agreements
  • At least 2 years experience in a support position
  • Experience with SQL and Oracle databases
  • Strong technical problem solving skills, with an ability to troubleshoot complex application issues
  • Exceptional research skills and resourcefulness
  • Excellent written and verbal communication skills, with an emphasis on tone, structure, grammar, and spelling
  • Multi-lingual(English/French/Spanish/German) is a good asset
  • Ability to verbally present soft and hard technical subject matter to a variety of audiences
  • Ability to proactively develop relationships and communicate with all levels of the internal organization
  • Ability to communicate with members of a client's organization, at all levels (general staff to executive,technical and non-technical)
  • Working knowledge of XML, SSO,FTP, Web Services are very strong assets
  • Knowledge in SSL, PGP, Java,C#, Linux/Unix are excellent attributes
175

Technical Support Analyst Resume Examples & Samples

  • Proficient understanding of the agency business model, business strategy, business processes, and operations
  • Ability to conceive, present and recommend alternative IT Service Delivery options keeping with business strategy
  • Know, understand, and articulate the business value and business cost of delivering IT services
  • Proficient understanding of the System Development Lifecycle (SDLC)
  • Ability to contribute to the Strategy, Design, and Operation of Production Support services to optimize business value delivered from available technical capabilities and resources
  • Demonstrated experience managing SLOs
  • Ability to manage ambiguity and execute forward planning
  • Excellent interpersonal skills with the ability to interact professionally at all levels of the organization to influence outcomes and obtain support
  • Proficient in Microsoft Office Suite
  • Ability to speak to groups of employees and effectively manage conflict
  • Perform work required for this position in an office environment
  • Technical Support Analyst Page 3 of 5
  • Must be able to communicate in both written and verbal formats (i.e. email, letters, etc.)
  • Provide advanced to expert knowledge of Systems, Applications and Products within specific business functions (level 3 capabilities)
  • Strong understanding of IT service operations with an ability to effectively coordinate resolution actions across teams to ensure actions are completed within agreed upon timeframes
  • Results-oriented with a proven ability to make stakeholder-oriented decisions
  • Comfortable with challenging ideas and being challenged, while managing conflict
  • Software Development Tools and Programming Languages
  • Software development principles, practices and concepts
  • Object Oriented (OO) concepts and how they apply to design, architecture and application development
  • Extensible Markup Language (XML)/ Extensible Stylesheet Language (XSLT)
  • Service Oriented Architectures (SOA) and Web services (REST, SOAP)
  • IBM WebSphere Application Server
  • IBM MQ Series
  • Source code management tools (Subversion)
  • Familiar with MQ Broker as an Enterprise Service Bus (ESB)
176

Technical Support Analyst Resume Examples & Samples

  • The role will require after hours support and may require work beyond 40 hours
  • 1+ years helpdesk support experience
  • 1+ years hands-on experience in a business environment
  • This position requires after hours support
  • Must be able to lift 40+ lbs
177

Technical Support Analyst Resume Examples & Samples

  • Assist with Hardware setups for new hires
  • Hardware pickups for terminated users
  • Imaging of new laptops and desktops
  • Maintaining organization of IT Stock room
  • Data entry of equipment into a user hardware tracking list
  • Familiarity with Windows Operating Systems with an emphasis on Windows 7 and Windows 8.1
  • Must be comfortable with basic hardware setups for Monitors, Desktop PC’s, Keyboards, Mice, Laptops and docking stations
  • The ability to follow written guidelines and adhere to Standard Operating Procedures is critical, as is the ability to clearly document actions taken
  • Strong communicator with ability to maintain open communication with internal employees, managers and customers
  • Self-directed, work independently, detailed oriented, organized and have excellent follow-up skills
  • Able to work under pressure, multi-tasking and prioritizing multiple Work streams while updating customers, management and team
178

Technical Support Analyst Resume Examples & Samples

  • Follow established procedures to independently manage incoming phone calls, ticketing system queues, and electronic requests for service for internal staff working locally and remotely
  • Escalate incidents and requests as required to ensure quality service within established service targets
  • Assist with or lead Information Systems projects as required
  • Serve as a referral point for more complex technical issues
  • Ensure mission critical data is securely backed up
  • Maintain existing software tools and infrastructure: Including servers, networks, and software tools
  • Recommend and deploy new tools and infrastructure to improve software engineering workflow
  • Support sourcing, setup and deployment of engineering workstations
  • Maintain customer facing license management web portal
  • Maintain compliance with departmental software use licenses
  • Recommend and maintain annual software tooling budget
  • Support remote users via phone and remote management software
  • Build, configure, maintain and manage PC systems for employees
  • Manage user security groups and user accounts
  • Generate customer facing and departmental documents
  • Ability to perform move/add/changes in network closet and for voice-over-IP systems
  • Participate in after-hours on-call support rotation as required
  • 5 years desk side support in a Windows/Intel environment (Dell certification is a plus) Candidate must be experienced supporting Intel based desktop and laptop hardware. Ability to troubleshoot issues with peripherals, communication issues, etc
  • 2 years Window server file share management, Active Directory security and base first tier triage
  • Minimal supervision required
  • Experience working with vendors for network related, Data/Voice Provider, Cabling, UPS, and etc
  • Familiarity with software revision control, internal wikis, project management, code review, continuous integration, and deployment tools
  • Scripting ability with Bash, Python, and Powershell
  • Experience installing, configuring, troubleshooting and supporting Windows applications. Knowledge of Microsoft Office Suite is required, including Outlook and Visio. (Experience with O365 is a plus)
  • Understanding of TCP/IP networks and Ethernet technology as it applies to end user connections. Ability to troubleshoot network connectivity issues for both wired and wireless network connections. Experience supporting remote connections, VPN, firewalls, and routers including remote and home based offices
  • Familiarity with networking devices, CCNA/MCSA a plus
  • Understand basic networking skills: TCP/IP, DHCP, DNS, SMTP, FTP, Telnet, SSH
  • Perform troubleshooting end-to-end between two sites: PING, Traceroute
  • Configuring Cisco Switch and WiFi devices a plus
  • Installing and mounting network devices
  • Experience with networking and collaboration technology solutions such as projectors, presentation workstations, printers, copiers, scanners, and Fax machines
  • The ability to follow written guidelines and adhere to Standard Operating Procedures is critical, as is the ability to clearly document actions taken. Excellent verbal and written communication skills are required
  • Demonstrated Problem Management Root Cause Analysis skills
  • ITIL certification or training is a plus
179

Technical Support Analyst Resume Examples & Samples

  • 1+ years of experience in a call center environment or equivalent
  • 1+ years of experience using an incident or call tracking system
  • Help desk Certification
  • Experience using and supporting IP phone systems
180

Technical Support Analyst Resume Examples & Samples

  • Performing continuous monitoring of systems' health (incl. Enabling apps)
  • Triggering/performing corrective actions in case of any identified deviation from normal systems' state (incl. Enabling apps)
  • Initiating and driving improvements of the monitoring process
  • Resolving production issues raised by users unable to be fulfilled by 1st level of support ((i.e., functional support team, enabling services team)
  • Initiating and driving preventative activities by researching pro-active section on oracle support portal
  • Suggesting diagnostics scripts installation, recommended patch collections analysis, etc. within scope and participating in regression testing when necessary
  • Performing maintenance, administration and configuration of the enabling applications in scope for the team
  • Providing on-call production support during off work hours according to rotations defined
  • Providing support to the projects, CoE running, when needed
  • Providing support in projects' transition to production
  • Adhering to GSFIT policies and standards, follow defined processes
  • Monitoring incoming incidents queue and distribute newly created among the team members
  • Mentoring and assisting more junior team members
  • Providing input for internal processes optimizations/improvements
  • Bachelor’s Degree or equivalent in a relevant business or technical subject
  • 5+ years experience working with Oracle EBS financials or HR as a developer or techno-functional specialist
  • 5+ years of experience with Oracle Forms, Oracle Reports, XML Publisher tools
  • 5+ years experience with the Oracle SQL / PL/SQL programming languages
  • 5+ years of experience with Oracle Workflow and Oracle Workflow Builder
  • 3+ years of experience with Oracle Applicaitons Framework (self-service pages)
  • Aptitude to work within a complex multi-cultural and international organization
  • English fluency & strong interpersonal skills
  • Excellent numeracy and analytical skills
181

Technical Support Analyst Resume Examples & Samples

  • Applies knowledge/skills to complete complex activities
  • Ability to travel 30% of the time for face to face support in the assigned market
  • Positions in this function provide local technical support to UnitedHealth Groups computer user community. Includes installations, upgrades, computing problem resolution, diagnosis of issue severity, recovery and project implementation
  • Bachelor's Degree (or higher) or High School Diploma/GED with 4+ years of IT support experience
  • 5+ years of experience with PC operating systems including Windows NT, 2000, and XP
182

Technical Support Analyst Resume Examples & Samples

  • Provide exceptional technical support to clients via telephone, email, or ticket system in a fast-paced, professional manner at all times
  • Must be able to travel on occasion in the USA and Canada to support client needs on-site
  • Assist engineers and analysts to solve Tier I technical issues
  • Must be able to follow guidelines in company handbook
  • Provides first-tier technical support for end-users by troubleshooting hardware, software and networking issues
  • Field incoming support requests submitted through phone calls, emails, or on-line chats
  • Logs all support issues and escalations through provided ticket control system
  • Uses remote support methods (phone, internet) to provide merchants with technical support of POS systems and program functionality
  • B.S./B.A., in technical field preferred
  • One year of experience in a customer service environment a plus
  • Database knowledge in SQL server and/or Oracle is a plus
  • Solid organization and time management skills
  • Excellent interpersonal and motivational skills
  • The ability to constructively work in either a team environment or under minimal supervision is required
  • Proven ability to work well under pressure
  • Strong knowledge of computer networking, workstations and all versions of MS Windows
183

Technical Support Analyst Resume Examples & Samples

  • Ability to listen in an engaged manner; ability to speak in a clear and calm manner in all customer interactions; ability to provide fact-based feedback to peers and peer teams
  • Ability to respond to common inquiries or complaints
  • Ability to collect data, establish facts, and make valid conclusions
  • Ability to differentiate which incidents can be resolved within Tier 1 team and which need escalated to Tier 2 / Tier 3 teams in a timely manner
  • Knowledgeable of current Windows OS (current defined as Microsoft support operating systems); knowledge of common client software, knowledge of common endpoint hardware
  • Ability to follow procedural instructions without error; ability to execute account administrative activities without error
184

Technical Support Analyst Resume Examples & Samples

  • Provide first and second line support (bug investigation and fixing code)
  • Work with regional and local RIMS staff (support and DBAs)
  • Work well with local account management and support staff currently based in London. Tunisia, Hong Kong and Singapore
  • Gain good knowledge of RIMS design and constituent development languages to be able to perform second line support including code investigations, bug fixes, data fixes
  • Able to work alone or in a team, positive approach and desire to do well and progress
  • Strict adherence to procedures and processes
185

Technical Support Analyst Resume Examples & Samples

  • Diagnose hardware, software, printing, and network connectivity issues including LAN, WAN, and VPN access in a Windows XP and Windows 7 environment, offering a variety of level 1 to 1.5 solutions over the phone
  • Use an issue knowledge base to effectively resolve and assign issues to the appropriate support group
  • Use remote control tools to assist customers when needed
  • Provide feedback on technical documentation for publication in Knowledge Base
  • Work in a high volume call center environment that operates 24x7x365
  • 1+ years of experience working in a Technical Helpdesk or Call Center in which issues were handled primarily by phone and performance was measured through metrics. (i.e. FCR, Adherence, CHT, and Quality)
  • 6+ months of experience troubleshooting VPN/LAN/WAN issues by phone
  • 6+ months of experience with Microsoft Office Suite (including Outlook) and PDAs
  • Experience supporting Microsoft Windows XP and/or Windows 7 over the phone
  • Ability to type accurately and transcribe customer's requests and issues during the phone conversation
  • Helpdesk Certification
  • Experience with resetting passwords and verifying permissions
  • Experience working with knowledge base or knowledge tool
186

Technical Support Analyst Resume Examples & Samples

  • Excellent troubleshooting skills, problem solving and analytical skills
  • Good working experience with Oracle database, SQL*Plus, PL/SQL, Oracle Forms and Java technologies
  • ADF experience / knowledge will be a plus
  • UNIX/Linux operating systems knowledge
  • Experience with Oracle Retail Merchandising Suite of Products or Oracle Retail Predictive Application Server (RPAS) suite of products will be a plus
  • Previous Customer Support role, or Customer facing experience
  • Ability to manage escalated technical situations & develop action plans
187

Technical Support Analyst Resume Examples & Samples

  • Develop technical expertise in various Workday technologies, including but not limited to, user interface, authentication and system performance
  • Responsible for collaborating with clients to: clarify, verify and identify technical issues
  • Responsible for collaborating with cross-functional teams to: identify and determine solutions and/or workarounds for technical issues
  • Implement and drive performance methodologies to resolve performance inefficiencies in different areas including, but not limited to applications, reports, integrations and custom configurations
  • Track and manage customer reported issues via our case management system adhering to best practices
  • Drive system and process improvement opportunities to prioritize efforts across the Support, Operations and Development organizations
  • Participate in our global 24/7 support program
  • Bachelor Degree in one of the following: Computer Science, Information Management, Statistics or Mathematics
  • 3+ years of experience providing technical support for enterprise software applications (Oracle, SAP, Netsuite, Zuora, Infor, Taleo, onsite ERP, Peoplesoft etc)
  • Excellent problem solving, analytical and troubleshooting skills
  • Ability to absorb technology and features quickly
  • Demonstrated hands on experience with system or applications performance
  • Collaboration: demonstrates effective communication (verbal and written) and is able to work with cross-functional teams to drive issues towards resolution
  • Demonstrated customer service experienceand/or strong interpersonal skills
  • LI-DC2
188

Technical Support Analyst Resume Examples & Samples

  • Incidents: Primary area of responsibility is effective analysis, troubleshooting and accurate problem solving of technical incidents of varying degree by responding to issues received by Service tracking tool, email, phone or walk up. Includes hardware break/fix, troubleshoot bank software support, for standard operating systems and productivity tools. May require working at remote sites and overtime
  • Service Projects: Responsible for accurate evaluation and decisive planning of hardware (moves, adds, changes) projects, presentation requests, office openings, software projects and other assignments. May require working at remote sites and overtime
  • Major Incident Handling: Provide clear diagnosis of time sensitive or high priority issues. May act as escalation point and work with I.S. resolver teams to facilitate resolution and follow up. Participate in oncall support
  • Communication: Provide prompt, clear and ongoing communication with end users to define clear expectations. Interact with vendor technical support to ensure effective resolution of 3rd party service. Ensure timely onsite support. Post service messages and relay updates to internal business groups. Track communications in Service tracking tool. Participate in on-call support
  • Reporting and Metrics: Actively maintain workload using ticketing system. This includes the timely update of incidents assigned and received through alternate channels. i.e by phone, walk up or email. Perform metrics and diagnostic reporting as part of specialized support area
  • Documentation: Provides support and maintains written resolutions to frequent problems such as networks, hardware, software applications used by Bank personnel. Document project details and escalation process for specialized support areas
  • Acts as business advocate between customers and I.S. departments. Channel feedback from face-to-face contact to drive improved service satisfaction
  • Perform duties and responsibilities specific to department functions and activities
  • Performs other duties and responsibilities as required or assigned by supervisor
  • Responsibilities include the following
  • Associate degree required, four year college degree preferred and/or equivalent 8 years industry experience
  • Relies on extensive experience and judgment to plan and accomplish goals, as well as part of a team
  • Experienced with completing tasks and meet deadlines fast- paced, high stress environment
  • Working knowledge in MS Windows based environment Experience using and building workstation images a plus Knowledgeable Planning and organizational skills
  • Excellent customer service skills including ability to provide information at all levels
  • Wide range of working knowledge to troubleshoot hardware/software
  • Experience following and creating documented processes and procedures
  • Working knowledge of MS Office (strong Outlook and Excel a plus)
  • Knowledge of request/problem documenting and tracking skills (Remedy, ServiceNow, Cherwell)
  • Working Knowledge with Citrix products and publishing a plus
  • Working experience with Audio visual /Projector setup
  • Knowledge of retail banking and financial applications a plus
  • Working experience with Printer configuration service and support
  • Working knowledge of networking principles, practice and technologies (TCP/IP protocol suite)
  • Working knowledge of remote control tools
  • Working knowledge of Active Directory (includes scripting and automation)
  • Working knowledge of projects management
  • Executive support experience a plus
  • Experience in trading support
  • Working experience with software distribution systems a plus (Marimba, SCCM)
  • Working experience with MDM (BES, GOOD)
  • Knowledge of device/data encryption a plus
  • Familiarity with VMWare products a plus
  • Familiarity with ITIL and IT service management a plus
  • Working knowledge of scripting
  • Working support experience in large scale migrations
  • Industry standard Certifications are a plus
  • Further the First Republic Bank culture
  • Bonus based on Company performance + individual performance
  • Non-Exempt
189

Technical Support Analyst Resume Examples & Samples

  • Minimum 1 year IT experience
  • Completed IT Course work
  • Possess resourcefulness and flexibility
  • Troubleshooting pc/network issues
  • Ability to share or divide attention among several ongoing activities, projects or assignments
  • Ability to effectively work independently and as part of a team
  • Must be able to obtain and maintain a Colorado Support Gaming License
  • Excellent technical and complex problem solving skills
  • Strong interpersonal, verbal & written communication skills
  • Technical knowledge from IT Coursework
  • Strong guest service skills a must
  • Ability to interpret and explain company policies and procedures to others
  • Ability to explain complex technical issues in everyday, non-technical language
  • Ability to identify circumstances or incidents that require the notification and/or approval of others
  • Must be able to maintain confidential and proprietary information
  • Must have strong time management and organizational skills
  • Ability to assume responsibility for independent/self directed action
  • Ability to follow all policies, procedures, and regulations including, but not limited to, attendance, appearance, safety, and security policies
  • Must be available and willing to work flexible hours including nights, weekends, and holidays
  • Pleasant, outgoing personality and customer service attitude
  • Ability to maintain a high level of energy and take a proactive and strategic approach to dealing with issues
  • Ability to work collaboratively and communicate effectively with team members at all levels of the organization
  • Associate’s degree in computer science, equivalent course work or work experience required
  • Minimum of 1 years experience in IT
  • Gaming industry knowledge a plus
  • Windows AD administration a plus
190

Technical Support Analyst Resume Examples & Samples

  • 5 years experience in a technical support role coupled with exceptional communication skills
  • Experience working within complex network environments
  • Broad infrastructure and software technical expertise
  • Microsoft Windows Server administration
  • Knowledge of telecommunication systems
  • Driver’s licence
  • Willing and able to work at Port Phillip Prison on a rotational basis
  • As most of our sites operate on a 24/7 basis, applicants must be willing and able to carry out work after hours where required
  • Tertiary qualifications in IT are highly desirable
191

Technical Support Analyst Resume Examples & Samples

  • Provides consistent, first-line support for end users seeking assistance with IT and Business service issues via phone, email and chat
  • Provide timely resolution for incidents or escalation on behalf of customer to appropriate personnel, and provides incident status updates to management and end-users
  • Respond promptly and accurately to customer complaints, inquiries and requests for information and coordinate appropriate follow-up
  • Analyze complex technical issues and problems, diagnose problems, provide support to employees and support other technicians with issues
  • Monitor, troubleshoot and resolve tickets in assigned queues
  • Create accurate ticket documentation for all user interactions
  • Available for escalation of routine support tasks
  • Deploy software and hardware
  • Create and update knowledgebase articles to ensure quality documentation exists for the support process. Mentoring and supporting other team members
  • Coordinate with other staff for the purpose of completing incidents and requests efficiently. Work independently to resolve customer issues with little or no supervision
  • Bachelors degree with focus in Information Technology
  • Following Certifications are desirable or good to have
192

Technical Support Analyst Resume Examples & Samples

  • Ability to work and communicate effectively with customers, IT staff, and vendors
  • Display sound judgment skills
  • Must be dependable, reliable, and a self-starter
  • Must be a results oriented, team player
  • Excellent decision making, and problem solving skills
  • Understanding of Windows based applications
  • Familiarity with relevant operating systems, Microsoft Suite of products, the Internet, and networking
  • Experience with Internet Explorer, Google Chrome, and Mozilla Firefox browsers
  • Ability to recognize priority issues, and escalate accordingly
  • Translate technical terms into non-technical language when talking to customers
  • Understanding of computer terms and acronyms
  • Ability to multi-task and prioritize workload
  • Ability to learn new processes and procedures
  • Peregrine Service Center or similar ticketing system experience
  • Experience with printers, cameras, iOS devices, wireless technology, and other computing devices
  • Bachelors Degree in Computer Science or Management Information Systems, or similar discipline; Bachelor Education Requirements can be offset by work experience
  • 2-4 years experience in providing Desktop Support
  • Available to provide on call support as necessary
  • Ability to work with minimal onsite supervision
  • Willing to work occasional weekends, evenings and holidays
193

Technical Support Analyst Resume Examples & Samples

  • Support in resolving technical problems related to hardware and software on desktop pcs, office, and remote office environment
  • Manage desktop pc projects in conjunction with local and corporate IT initiatives
  • Perform root cause analysis of problematic software and hardware
  • Work with third party software providers and corporate IT to fulfill software and hardware requirements for desktop pc and laptops
  • Document, review, and publish support procedures that address key IT systems and functions and processes that will be used by IT employees to install, remediate, and support desktop pcs
  • Monitor and maintain service levels related to incident reports and service requests – taking lead role to ensure that service levels are met
  • Participate in reviews and discussions of IT standards and procedures
  • Perform regular audit and analysis of IT business systems linked to key indicators to insure compliance to corporate standards
  • Deployment and refresh of desktop pc hardware in conjunction with corporate IT
  • Design, test and implement IT desktop infrastructure changes in accordance with corporate IT change management
  • Provide guidance and support to business and manufacturing process during off-shift, off hours, and weekend support
  • Minimum of 3 years of IT experience in supporting desktop pcs in a distributed enterprise environment
  • Demonstrated and developed organization skills
  • Strong knowledge of Microsoft Desktop Operating Systems including Windows XP and Windows 7 and Windows 8
  • Preferred experience utilizing script languages such as XML, VBScript, Perl Script, Java Script, PowerShell, and DOS batch scripting
  • Enterprise experience utilizing technologies in a Microsoft domain such as Microsoft System Center Configuration Manager, Microsoft Forefront Endpoint Protection, Active Directory, MS Office 2007 – 2013, Microsoft SharePoint, Microsoft SQL Server Studio,
  • Strong problem solving knowledge covering a wide breath of IT Desktop Systems including: Dell Precision Workstation, Dell OptiPlex Desktop, Dell Latitude Notebook, WYSE Thin Client Technology, and Virtual Machines
  • Strong understanding of following: TCPIP, DNS, DHCP, PXE, 802.11x, Bluetooth,
  • Drive for results and demonstrate leadership in providing innovation utilizing available technologies
  • Ability to multitask and work with minimal supervision in critical uptime manufacturing setting
  • Available to work some evenings and weekends as needed
194

Technical Support Analyst Resume Examples & Samples

  • Provide technical support to customers regarding product usage difficulties such as installation, upgrades, maintenance, troubleshooting, and diagnostics to determine solutions and alternatives via phone
  • Stays current with emerging technology and competition in order to provide technical support
  • Writes manuals for all products
  • Writes data sheets for all products
  • Can troubleshoot, replicate and develop solutions for customer issues
  • Ability to pass drug/background screening
  • 3 years of technical training experience
  • 3 years of customer service experience
195

Technical Support Analyst Resume Examples & Samples

  • Provide support, guidance and administration of IT services and co-ordinate where necessary with other groups/functions to deliver excellent end-to- end service
  • Develop and implement policies and procedures in support of Blippar’s operating model
  • Plan, evaluate and control the operation of all office IT needs
  • Knowledge of OSX 10.5, 10.6, 10.7, 10.8, 10.9 and Adobe Creative Suite as well as networking
  • Thorough knowledge of Windows 7 and 8.1
  • Thorough knowledge of Microsoft Office on Windows & OSX
  • Good understanding of Firewalls, Switches, Wireless and LAN technologies
  • Good understanding of Audio Visual technologies
  • Good understanding of physical IP based PBX systems (Shortel preferable)
  • Strong troubleshooting skills in hardware, software and network operating systems
  • Broad security knowledge including anti-virus, password management
  • Ability to install and administer computer hardware, software and network components
  • Proficient knowledge of MS Office, Adobe and other key software applications
196

Technical Support Analyst Resume Examples & Samples

  • Work requires following established procedures
  • Experience working in a warehouse environment
  • Experience repairing desktop and laptop computers
  • Experience supporting Windows 7 and Windows 8 operating systems
  • Logistics and Quality Control experience
  • Previous experience with Microsoft Excel and Access
  • Forklift experience and certification
197

Technical Support Analyst Resume Examples & Samples

  • Provide Level-2 and Level-3 support for Remedy
  • Respond to and resolve customer technical issues (via phone, e-mail, web)
  • Work with engineering team on customer escalations
  • Overall experience of 4-5 years in IT industry
  • Networking Experience: working knowledge of TCP/IP, SNMP, firewall, proxy, etc
198

Technical Support Analyst Resume Examples & Samples

  • 6 months experience with customer service, troubleshooting, analytical, and problem-solving
  • 1 year of experience providing technical support in one or more of the following technical specialty areas: Android, iOS, Blackberry, Windows Phones, Apple OS X, MS Windows, home networking, client / server technologies, Bluetooth, RFID, or other similar areas
  • 1 year of experience in technical support role
  • High school diploma or GED (post-secondary education preferred)
  • Must be able to type 30-40 WPM
  • Bachelor’s degree preferred; Associates degree a plus
  • Technical certifications from organizations such as CompTIA, Microsoft, Apple, Cisco, or other related bodies in the technical industry
  • Solid conceptual understanding of a variety of connected devices such as mobile phones, tablets, wearable technologies, home automation and lighting, smart televisions, or other related areas
  • Experience working within a support organization providing phone based support to customers
  • Strong working knowledge of support services tools and applications such as CRM, knowledge base, remote diagnostic and monitoring tools, collaboration tools, etc
  • Excellent verbal and written communication and interpersonal skills
  • Team leadership experience in a contact center environment
  • Experience with providing training and coaching, either to customers or to internal colleagues
  • Able to collaborate, interact, cooperate and motivate across job functions and teams
  • Proficiency with MS Office products
199

Technical Support Analyst Resume Examples & Samples

  • Team lead for 2 IT Technicians. Responsible for directing daily work flow, planning and coordinating resources while ensuring team compliance to workplace standards
  • Manage all mobile devices, hardware, software updates and carrier plans
  • Support end user environment
  • Act as technical point of escalation to the rest of the client team
  • Act as a secondary point of contact in absence of IT Manager
  • Manage and coordinate roll outs for hardware refreshes and software patching/updates
  • Adhere to asset management maintenance standards
  • Domestic and international travel- 10%-20%
  • Experience with Lotus Notes
  • Knowledge of virtual environments such as Citrix or VMWare
  • Basic Spanish, spoken and written
  • *This position will not offer visa sponsorship.***
200

Technical Support Analyst Resume Examples & Samples

  • Entry level programming skills highly desired
  • Language Knowledge - PL/SQL, Perl, Python
  • Nginx
  • Red Hat
  • Containers (Docker)
201

Technical Support Analyst Resume Examples & Samples

  • Configuration of Devices / Applications / Servers on Monitoring Tools such as Solar winds, IT360, AppDynnamics, Logstash and Kibana etc
  • Tier 3 level troubleshooting of all the infrastructure systems configured in the enterprise monitoring system for any issues related to monitoring that component like false positive, connectivity issue from monitoring server to device being monitored
  • Work directly with Service Providers pertaining to Monitoring tools, technical support staff, tier II engineers and analysts, the development team, the delivery team, business analysts, business users, and management to resolve monitoring issues
  • Gather information on operation performance and to be shared with technical support staff, business analysts, and management and recommend changes to improve performance
  • Recommend improvement areas in monitoring
  • Adaptability of new monitoring tools and platform
  • Experience of monitoring servers, application and components from different cloud providers like AWS, Azure etc
  • Experience in building reports like availability, capacity, performance reports
  • Provide periodical and ad-hoc reports to the technical support staff
  • Experience in troubleshooting enterprise incidents/outages from monitoring tools and providing feedback to teams to debug in the areas showing abnormal trends in monitoring like high response time, latency in DB query time
  • Experience in monitoring batch and real time file processing
  • Technical Support experience of 5+ years preferably in Enterprise Monitoring Environment
  • Relevant experience of at least 3 years in monitoring tools like Solarwinds, AppDynamics and Logstash
  • Good experience on MS Excel, formula, pivot tables, chart creation
  • IT educational background with decent academic performance preferred
  • Adaptability to support and work in 24x7 environment
  • Experience in any of the operating systems such as Windows, Linux, or any flavor of Unix
  • Hands on experience of installation, configuration and administration at Level 3 on monitoring tools such as IBM Tivoli, ManageEngine IT360 or Op-Manager, Nagios, Groundworks, Solar winds Orion and Logstash
  • Experience on log management tools specifically on Logstash
  • Experience in monitoring system alerts and/or batch job streams, observing their status, exceptions, and associated incident/failure messages
  • Preferred to have experience in maintaining, supporting and developing scripts using programming languages such as Perl, VBScript, PowerShell and Java
  • Must possess good communications skills both Email and verbal communication skills
  • Willingness to work in 24x7 shifts is mandatory
  • Exposure to Reporting, ITIL & ITSM knowledge is preferred
202

Technical Support Analyst Resume Examples & Samples

  • Command Center Escalation point for all incidents that require advance troubleshooting, Investigation and analysis
  • Recognize and initiate escalation to Enterprise and Productions for all system and application incidents or outages including network, routing systems, computer systems (Client/Server/Storage), customized department systems and all applicable supported applications within guidelines
  • Drive complicated system related issues to resolution across multiple services and groups with little or no supervision. Summarizes key elements of a technical problem and assigns cases to internal and external partners as necessary
  • Work and coordinate with highly technical staff supporting Windows, LINUX, UNIX, SQL production servers and network devices
  • Ensure a consistent method of incident management is followed, including classification, escalation paths, communication protocols and root cause analysis
  • Maintain constant contact with any impacted contact centers throughout the duration of any Major incident and outages to provide any needed assistance and report any situational changes to the business
  • Develop standardization and consistency through process, procedures, change control and workflow management to ensure service excellence
  • Provide proactive remote systems monitoring and troubleshooting support to our client base, to ensure maximum service availability and performance of their technology infrastructure
  • Perform a variety of tasks including systems health monitoring, server scans, diagnostic tasks, event log correlation and performance monitoring
  • Ensure tracking and knowledge base systems are kept up to date
  • Quickly and effectively learns new systems to rapidly identify potential solutions to assist the reduction of MTTR and/or prevent future service interruptions
  • Provide drafting and review of technical documentation/process/policy documentation and Trouble Shooting Guides for Service Desk personnel
  • Perform Real time monitoring for critical business operations such as Productions Ops, Terminal services, Exchange, AD, Application monitoring, Scheduled Jobs
203

Technical Support Analyst Resume Examples & Samples

  • Bachelor's Degree (or higher) or High School Diploma/GED with 6+ months of experience in a Call Center and / or in a Technical Support role
  • 6+ months of experience in a Call Center environment and / or Technical Support
  • Experience troubleshooting remote access tools (VPN) and general connectivity (LAN / WAN) issues by phone
204

Technical Support Analyst Resume Examples & Samples

  • Unix/Scripting/RDBMS(Oracle, SQl server)/ XML / RDMS (1.5 to 2 years)
  • Technology SDLC experience and understanding of web based transactional system
  • Strong troubleshooting and problem resolution capabilities
  • Excellent communications time management skills
205

Technical Support Analyst Resume Examples & Samples

  • Undergraduate Degree or equivalent experience along with 2+ years of technical analysis experience in a customer support environment
  • 2+ years of experience in an analytical role involving strong research and solution design skills in a technology environment
  • A solid understanding of web technology, especially an analytical understanding of XML and web services
  • Aptitude for data analysis: Excel, basic concepts of SQL and ideally a practical knowledge of databases
  • Excellent interpersonal abilities along with good oral and written communication skills
  • Ability to work and thrive in a multitasked, fast paced environment
  • Professional, “get it done” attitude and work ethic
  • Knowledge of the hotel industry a strong asset
  • Ability to work in a technical 24/7 environment including weekends is required
  • LI-KA1
206

Technical Support Analyst Resume Examples & Samples

  • Liaising with internal and external staff from a support standpoint. This individual is the SPOC and will escalate tickets to the team of developers when needed but will be providing the solution to the customer
  • Experience managing a CRM system and internal document management portal (They use Salesforce and SharePoint)
  • Customer service is paramount for this company. The end users are not technical and work for Collision repair centres so the ability to articulate technical solutions to non-technical users is very important* This role, within a software and services organization, involves specific duties including
  • Software installation and implementation
  • Technical and software support
  • Interfacing with the software development team
207

Technical Support Analyst Resume Examples & Samples

  • Enjoys challenging troubleshooting situations and pays attention to details
  • 3+ years of experience with PC operating systems including Windows 7, 8, and 10
  • 3+ years of Desktop support experience
  • Experience with service ticketing/tracking systems (ServiceNow preferred)
  • Information Technology Certifications (such as CompTIA A+ or Network+)
  • MAC support (iPad, iPhone) experience
  • Experience in a customer service role
  • Experience supporting Microsoft Office including PowerPoint
  • Familiarity with Symantec Management Platform (Altiris)
  • Strong Communications skills (Written and Verbal)
208

Technical Support Analyst Resume Examples & Samples

  • Performing hardware repair and maintenance
  • Analyzing system architecture, planning and implementing more efficient and effective client device management practices
  • To support and monitor existing infrastructure, perform preventative maintenance work, backup and perform other regular support activities to ensure effectiveness and to provide cover on such tasks when required
  • To support and monitor the Group’s internal networks and links to regional offices, other sites or the Internet, and to ensure they are configured and working correctly
  • To respond to Help Desk calls and planned work requests. To manage such items through to resolution or escalate them to another member of the team or the Infrastructure Manager
  • To assist in designing and documenting infrastructure processes, procedures and standards and to maintain or prepare system and software documentation as directed
  • To work alongside colleagues within the IT Department on support, development and project work where directed
  • Support work is performed almost exclusively within the ENER-G Group’s Head Office in Salford although some work in regional offices may occasionally be required. The bulk of work is conducted during normal office hours but some out-of-hours work is also required to resolve urgent support calls, perform out-of- hours upgrade or maintenance work or to work on critical projects. o The IT Support Analyst participates in an on-call rota with other infrastructure staff to provide cover for systems outside normal business hours
  • Windows Server 2003 / 2012
  • Microsoft Active Directory and Group Policy Management
  • Microsoft Exchange 2007 / 2010
  • Windows XP / Windows 7 Desktop
  • Shoretel IP Telephony
209

Technical Support Analyst Resume Examples & Samples

  • Exceptional customer service and support skills essential
  • Ability to work independently, be a self-starter and own customer issues
  • Experience in deskside support or other user support function
  • In-depth, hands on ‘problem solving’ expertise in desktop hardware, operating systems and software packages – must have considerable experience on MAC OX or Windows 7
  • A good working knowledge of a wide variety of ICT hardware. e.g. desktops, laptops, notebooks, Multi Function Printers (MFP) and other peripheral devices
210

Technical Support Analyst Resume Examples & Samples

  • Pre- and post-sales technical support for customer issues
  • Championing the cause of the customer
  • Customer training and design of customer-specific implementation strategies
  • Creating technical documentation
  • Developing Parasolid applications, demonstration code and support tools
  • CAD/CAM/CAE/AEC software, which typically uses a modelling kernel such as Parasolid (using, supporting, developing or customising such applications)
  • Engineering or Technical Drawing/Drafting: comprehend and communicate product design, testing, manufacture and assembly
  • Successful negotiation with development staff and customers on customer issues
  • Customer relationship management: build a rapport and maintain a healthy technical relationship
  • Ability to present internally or to customers in a compelling manner
  • Developing code in C, C++, or C#, preferably in a Microsoft Visual Studio environment
  • Improvements to working practices (processes, methodologies and tools) to increase efficiency and improve job satisfaction
  • LI-HR
211

Technical Support Analyst Resume Examples & Samples

  • Assist Authorized Service Contractors and Distributors in troubleshooting and debugging Veeder
  • Read electronic schematics and troubleshoot to isolate defective equipment by analyzing
  • 2-year technical degree (preferred electronics) plus at least three years’ experience in Service or
  • Strong knowledge of operational characteristics of a retail petroleum station, including the
  • Office automation computer skills, such as Word, Excel, MS-Access, E-Mail, and Windows
212

Technical Support Analyst Resume Examples & Samples

  • Provide high-quality technical support to effectively diagnose and resolve support incidents reported by external customers
  • Troubleshoot, diagnose, and resolve complex issues across a wide array of internet connected devices such as mobile phones, wireless devices, Bluetooth speakers, thermostats, fitness trackers, televisions, home automation devices, personal computers, etc
  • Provide excellent customer service and ownership of technical support issues
  • Work well in a high energy, dynamic, and collaborative environment
  • Leverage a variety of resources to effectively diagnose complex technical issues
  • Possess, maintain, and seek new technical/professional expertise
  • Provide appropriate responses and expectations in a timely and efficient manner
  • Act as a Subject Matter Expert in one or more technical areas; utilizing your expertise to mentor other support staff and write technical documentation for inclusion in a Knowledge Base
  • Work as the customer advocate, demonstrating expertise in support processes and functions, including escalations, complex issue resolution, and customer retention
  • This job description is not intended to be all inclusive. Technical Support Analysts may be required to perform other job related duties as directed by a member of management to meet business needs and objectives
213

Technical Support Analyst Resume Examples & Samples

  • Installs software and hardware as needed to provide new or enhanced functionality required to support vendor’s application
  • Installs updates to existing system software to correct problems and/or keep system software at a current release level as required by vendors
  • Administers configuration and tailoring changes necessary so that system software conforms to the specific requirements of Lancaster General Health
  • Performs systems software tuning as required to insure that all aspects of the systems are running at peak performance so as to provide acceptable response time to end user
  • Identifies and isolates problems in systems software, correcting errors and/or submitting errors to vendor for resolution
  • Tracks utilization of all system resources such as CPU and disk utilization for use in capacity planning
  • Provides assistance as necessary to vendors that are installing application software and hardware. This would include insuring that all required resources are available for the install
  • Provides support to users and operations. Provides support during non-work hours as part of the department on-call rotation. Does all necessary operations problem resolution required by users and operations personnel
  • Monitors systems hardware performance and repairs and/or reports issues to vendor for resolution
  • Identifies the various skills required for a successful implementation, completes base measurements for a post implementation review of benefits that includes a detailed project implementation plan, charter, objectives, and benefits that is a mutually agreed upon plan with System Administrator, User Management, IS Management and Vendor. The project plan to include the coordination / logistics ordering to ensure appropriate hardware, software, devices, networks, training and support are organized
  • Provides the following support to achieve desired benefits and capabilities for the business
  • Creates and maintains thorough system documentation
  • Takes all appropriate steps to ensures good communication occurs between users, IS, and management
  • Assists Information Services with software evaluation. Maintains a good general knowledge of software and hardware applicable for use at LG Health
  • Bachelor’s degree in Computer Science, Business Administration or Engineering; or a Science degree with an orientation toward automation and process improvement; or approved equivalent combination of education and experience
  • Three (3) years experience in each of the following is required for the position: Systems problem solving and analysis, purchasing/developing applications, testing programs/systems, managing implementations and conversions
  • Knowledge of system software, as needed for system being supported, to include: UNIX/AIX, ORACLE, MVS, CICS, Microsoft and SQL
  • Two (2) years project management experience that involves computer software implementations, daily operational support, review and evaluation of system performance
  • Two (2) years experience providing leadership and direction to users of computer applications
  • Two (2) years experience developing test plans, training plans, and IT documentation
  • Prior report writing experience
214

Technical Support Analyst Resume Examples & Samples

  • Following established procedures to independently manage incoming phone calls, ticketing system queues, and electronic requests for service for internal staff working locally and remotely in home offices
  • Perform second tier desk side support for incident management globally; route out-of-job scope requests to other IT groups when necessary
  • Ensure that all interactions are documented via the electronic case management software with clear technical descriptions of incidents / requests, work done to resolve and indicating all client interactions
  • Support and manage desktops, laptops, telephones, mobile devices and shared resources such as printers, shared workstations, conference rooms including video conferencing, and projectors
  • Build, configure, maintain and manage new or repurposed PC systems for new employees
  • Maintain existing PC systems, and repair as needed
  • Read and thoroughly understand SCIEX policies. Attain a clear understanding of the additional security and privacy requirements of working in a regulated environment
  • Coordinate with various IT groups in resolving incidents and fulfilling requests based on established guidelines
  • Manage user accounts in Active Directory and other systems as required according to established policies and procedures
  • Manage user security groups in Active Directory for Folder Permissions, quotas and storage management
  • Recommend and develop procedures and standards to improve the quality and delivery of service to customers
  • Assist in the definition requirements and research for new desktop computing solutions
  • L1-LB1
  • Minimum 8 years’ experience providing end user assistance in a networked Windows environment
  • 3 years help desk, service desk, or support center experience including supporting remote users or sites and home office configurations
  • 5 years’ desk side support in a Windows/Intel environment (Dell certification is a plus) Candidate must be experienced supporting Intel based desktop and laptop hardware. Ability to troubleshoot issues with peripherals, communication issues, etc
  • Experience providing support to executive staff a plus
  • Experience and understanding of special needs in a regulated healthcare environment including operating according to Standard Operating Procedures (SOPs) is a plus
  • Demonstrated ability to troubleshoot complex technical issues
  • Demonstrate ability of improving procedures and standards ensuring quality and delivery of service to customers
215

Technical Support Analyst Resume Examples & Samples

  • IT Knowledge - Programming such as VB, VC++, C++ or Java, Database and Networking knowledge
  • Knowledge and experience of using either LUNIX or UNIX operating systems
  • Excellent Thai and English communication skills
  • Equivalent to a Bachelor’s degree in Business or Information Technology
216

Technical Support Analyst Resume Examples & Samples

  • Strong working knowledge of SQL and Microsoft SQL server
  • Experience with relational database
  • Ability to prioritize and demonstrate time management skills
  • Flexible schedule to allow for on call rotation
  • Ability to work effectively with customers in high-pressure situations
  • Healthcare industry experience preferred
  • Good understanding of TCP/IP, OSI layers, and basic network troubleshooting highly preferred
217

Technical Support Analyst Resume Examples & Samples

  • BSc (or equivalent) in Computer Science preferred
  • Experience in a similar support role in the Financial services area
  • The ability or the potential to take on higher level responsibilities
  • Demonstrated group leadership and the willingness to take on leadership roles
  • Must be perceived as a team player and a positive contributor by his peers
  • Demonstrated willingness to go beyond the normal job requirements
  • The ability to complete all tasks and projects in a timely manner
  • The ability to complete assigned calls effectively and efficiently within the established SLA time period
  • Demonstrated responsibility and ownership of his/her business units
  • The ability to conduct themselves in a mature and professional manner towards clients and co-workers (accountability, use of good judgment, provide proper follow-up)
  • Good organizational skills and excellent demonstrated troubleshooting and crisis management abilities
  • Strong communication skills and the ability to interact with business users at all levels in the organization
  • Known as a motivated individual contributor with the ability to work with minimal supervision
  • Strong working knowledge of Microsoft Windows OS
  • Strong working knowledge of Microsoft Office (Word, Excel, PowerPoint, Access, and Outlook)
  • Comfortable with imaging software such as SCCM\PXE, familiarity with windows installer and desktop management suites such as SCCM
  • Experience with Mobile and Audio/Visual technologies
218

Technical Support Analyst Resume Examples & Samples

  • Working knowledge of supporting Microsoft Windows operating systems (7 & 10) environment
  • Working knowledge of hardware break/fix component replacement on laptops
  • Proficient in the use of Microsoft Office products
  • Understanding and use of ITSM Remedy/Service Now, or equivalent incident management toolsets
219

Technical Support Analyst Resume Examples & Samples

  • At least 2 years of experience preferred
  • Responsibilities include all PC, Laptop, Printer and Telephony support needs including all Moves-Adds and Changes
  • Solid Networking and network wiring trouble shooting skills. Telephony/VOIP experience including Provisioning Manager experience to manager all IP connected telephones
  • Must be able to provide additional support to surrounding area technicians and Macys selling locations. LAN/WAN On Call support for Macys/Bloomingdales is also a requirement once associate becomes aquatinted with all supporting hardware and software systems
  • Excellent written and verbal communication skills. Ability to read, write, and interpret business and technical documents
  • Basic leadership, facilitation, and interpersonal skills, with the ability to work across functional lines and with associates and executives at many levels. Basic conflict resolution, negotiation and consensus building skills
  • This position involves regular walking, standing, sitting, hearing, seeing, talking, climbing ladders/stairs, twisting, stooping, kneeling, squatting, crouching, bending from waist and knees, reaching above shoulders and overhead. The position also involves regular moving/pushing/pulling/carrying items under 75 pounds and lifting items under 75 pounds from floor to waist and waist above shoulders
  • Involves use of hands and fingers for writing, typing on a keyboard and using a mouse. May involve close vision, color vision, depth perception and focus adjustment
  • Basic knowledge of data network connectivity. Basic understanding of underlying business processes and requirements
  • Basic knowledge of related systems, interfaces and dependencies. Strong customer focus. Sense of urgency and flexible to changing circumstances and customer needs
  • Basic knowledge of PCs, understanding and use of Windows Operating System, Windows Office products and communication software
  • Basic analytical, problem solving, multitasking, and time management skills with consistent attention to detail
  • Basic understanding of analytical techniques
  • Ability to effectively learn and use new concepts, tools, and methodology to support the needs of the business
  • Basic understanding of emerging technologies and systems development best practices
  • Basic leadership, facilitation, and interpersonal skills, with the ability to work across functional lines and at many levels
  • Basic conflict resolution, negotiation and consensus building skills
  • Willingness to acquire and apply new knowledge and skills necessary to support POS, Communication, PC and other MST systems
  • Ability to work a flexible schedule based on department and company needs
  • Ability to read, write, and interpret business and technical documents
220

Technical Support Analyst Resume Examples & Samples

  • Analyze enquiries submitted by employees via web, email or phone and respond in a timely manner
  • Assign all non-1st line calls and tickets to appropriate regional IT team
  • Retain ownership of enquiry through to resolution, providing regular updates on progress to requestor
  • Escalate enquiries as appropriate
  • Ensure achievement of service level agreements (SLA's)
  • Work & maintain a high level of communication with Extended Global Helpdesk team to achieve Goals
  • Provide technical support, troubleshooting & resolution of issues in multiple languages
221

Technical Support Analyst Resume Examples & Samples

  • Provide technical support to clients regarding the resolution of product hardware, software and operating system issues via phone or remote access for all supported applications or products
  • Analyzes client issues to determine if resolution can be found on initial call or if second level support is required. Supports and installs upgrades and assists in all technical problems (i.e.. performance, security, etc.) for the ADP supported products
  • Maintains appropriate records of client contact through the CRM system
  • Proficient browser web support / troubleshoot user access issues/rights issues, assist with website customization
  • Assists in new product pilots and roll-outs to other departments and clients. Acts as liaison between Implementation, Client Services, Management and Corporate Support to ensure high impact problems are resolved in a timely and satisfactory manner
  • Mentors and trains newly hired associates to ensure successful integration into the role
  • Remains proficient on networks, operating systems, hardware, software, databases, browsers and related products
  • 1 - 3 Years Client services support experience
  • Microsoft office suite, client server, Operating Systems, TCP/IP
  • Troubleshooting and Analysis Technical Communication - written and verbal Problem Solving Organization and Time Management Probing
222

Technical Support Analyst Resume Examples & Samples

  • Record and respond to incidents and service requests from internal and external stakeholders
  • Record and update all incidents and tickets in the service desk management tool
  • Follow the defined current ITIL based departmental processes
  • Monitor and triage all incoming system, security and platform alerts
  • Assume ownership of reported incidents providing clear communication to internal and external stakeholders
  • Perform initial diagnose and triaging of raised incidents
  • Diagnose the cause of the incidents through a structured process of investigation
  • Triage, diagnose, investigate, resolve and/or escalate tasks/incidents accordingly
  • Log and regularly update all relevant tickets/incidents and/or service requests and customer and third party interactions
  • Proactively coordinate and update both internal and external stakeholders
  • Complete generic information and service requests
  • Create accounts for various system platforms
  • Escalate tickets and calls to 2nd or 3rd level of support when needed
  • Escalate/transfer tickets to on call engineers
  • Perform daily system checks
  • Carry out applications maintenance tasks
  • Create and maintain knowledge base articles and support documentation with known tasks/issues
  • Adhere to service level agreements
  • Use application management software and tools to collect and performance statistics
  • Initiate the Change control process to implement agreed workarounds or resolution to incidents
  • Excellent verbal and written English skills
  • Exceptional customer service focused attitude
  • Strong active listening, multitasking, interpersonal and organisational skills
  • Self-motivated, disciplined, able to work on their own initiative and takes responsibility for their own work
  • Detail-oriented, with excellent organisational skills and able to manage multiple tickets simultaneously
  • High degree of client focus and empathy
  • Analytical with good problem-solving skills
  • Ability to remain focused on resolution in real-time
  • Excellent team working (good collaboration and negotiation skills)
  • Ability to focus on completing tasks proactively and productively
  • Good working knowledge of operational support processes
  • Experience with Service Management tools such as JIRA
  • Experience completing documentation. Writing new and updating existing technical documents
  • Passion towards improving customer experience
  • Results-oriented, service-focused, and an excellent ability to work with cross-functional teams
  • Multi-task orientation
  • Familiar with version control
  • Familiar with JIRA
  • Experience with monitoring tools such as Zabbix, Nagios
  • Experience in ITIL aligned environments using call/ticket management toolsets
  • Best practice frameworks such as ITIL
  • ITIL V3 Foundation Certificate
  • Education in an IT background
223

Technical Support Analyst Resume Examples & Samples

  • Positive, professional, empathetic and customer-focused manner
  • Logical problem solving skills and identify solutions based on written procedures, guidelines and process tools
  • Must be self-motivated, disciplined, and takes responsibility for their own work
  • Hands on experience of Incident and Problem Management in a multi supplier environment
  • Passion towards improving client experience
224

Technical Support Analyst Resume Examples & Samples

  • Work is assigned and general instructions given for routine work; more detailed instruction is provided for new projects
  • Analyzes issues and uses judgment to make decisions
  • Report on weekly mobility status and initiatives
  • Mobility service now incident/ticket queue management lead
  • Point of contact for vendor relationships and business contracts (AT&T, Verizon, Level 3, VOX)
  • Document and maintain mobility operational processes and perform regular quality reviews
  • Internal project support
  • Mobile communications Pulse page administrator
  • Procure mobility devices and equipment
  • Compile and create ad-hoc reports for management
  • Routinely review service now procedures to ensure efficiency and determine areas of Level 1-1.5 support that should be worked directly at the service desk level
  • Identify key stakeholders and create communications plans for planned changes to the mobile environment (i.e Good rebrand to Blackberry, Webex new URL)
  • Work with the IT budget owners to develop and review monthly forecasts
  • Identify cost savings efforts and track monthly performance
  • Review/approve Verizon, AT&T and Level3 contracts, invoices and purchase orders
  • Perform scheduled audits of key areas driving cost savings
  • Ensure consistent reporting, forecasting and analytics within mobile communications
  • BS and 2 + years or equivalent
  • Knowledge of standard support issues and solutions related to applications and hardware
  • Ability to communicate with internal and external customers regarding issues resolution
  • Subject matter expert and administrator for key corporate applications (i.e BES5, BES12, Good Control, Good MSM, Cisco Webex, Verizon Enterprise, AT&T Premier)
  • A thorough understanding of iOS and Android in mobile application integration with the Blackberry dynamics suite
  • Identify, troubleshoot and resolve basic to complex technical and non-technical end user issues for mobility equipment and applications
  • Troubleshoot hardware and service problems and facilitate carrier support as necessary
  • Provide end user training in mobile device, applications and Webex
  • Directly support Field Operations Managers and Technicians for user applications, devices and Webex accounts
  • Excellent trouble resolution skills, point of contact for customer incident resolution and configuration
225

Technical Support Analyst Resume Examples & Samples

  • Preforme routine protocals associated with IT operations
  • Provisioning and providing first tier technical support and assisting second tier support regarding computer operations and networks,
  • Troubleshooting software/hardware
226

Technical Support Analyst Resume Examples & Samples

  • Provide quality technical and customer service
  • Implement and support virtual infrastructures, directory services, collaboration services, data storage infrastructures and data recovery environments
  • Take on overall ownership of assigned requests and projects
  • Effectively document all resolution steps in our electronic tracking system
  • Be accountable for team performance, team productivity and team customer service related performance measurements
  • Analyze needs and recommend effective solutions to meet user and business objectives
  • Participate in our on-call plan and be able to respond on-site within 1 hour if needed
  • Required to lift, stack, move and palletize heavy equipment, which varies in size and weight up to 60lbs
  • Travel to client sites when required with most travel via their car and within CT and Western MA Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, SonicWall CSSA, Cisco CCNA, or VMware VCP Understanding and experience with core technologies: Windows Server, Exchange, Citrix, VMware etc
  • Understanding and experience with industry standard disaster recovery solutions Understanding and experience with LAN/WAN connectivity, routers, firewalls, and security solutions Understanding and experience with Remote access solutions, VPN, Terminal Services, and Citrix Understanding of the Information Technology Infrastructure Library (ITIL) framework
227

Technical Support Analyst Resume Examples & Samples

  • Respond to requests for technical assistance primarily via phone, in person, electronically
  • Follow standard Helpdesk operating procedures; accurately log and resolve all tickets using ServiceNow
  • Log all help desk interactions – while maintaining high availability for service calls
  • Perform break fix desktop support to users in multiple locations
  • Provide second-level hardware/software and infrastructure support for all News business
  • Identify and escalate situations requiring urgent attention - redirect problems to appropriate technical resources and management team
  • Responsible for desktop/laptop, printer configuration and deployments
  • Become familiar with each NewsGroup department operations and their respective applications
  • Undergraduate degree in a computer science or related field and/or equivalent work experience required
  • Must be flexible to work in News operation in support of 24x7x365 work environment
  • Proven experience with current technology that includes
228

Technical Support Analyst Resume Examples & Samples

  • Ability to utilize the following tools: SQL Transmitter, DB artisan, Teradata
  • Experience writing basic ANSI SQL
  • Demonstrable understanding of basic software development concepts
  • 2 years technical/support experience required or 4 year degree in IT related course of study preferred
229

Technical Support Analyst Resume Examples & Samples

  • Maintains a position on the Varec TSC. The TSC is our single point of entry for all internal and external customers seeking support on all commercially installed Varec Aviation, Terminal Automation, Oil & Gas SCADA systems, Tactical Fuels, and FODD systems, as well as all Varec hardware. Must also provide support for other products/companies supported by the Varec TSC
  • Is a critical role for maintaining and enhancing the relationship we have with each of our customers
  • Is assigned problems of moderate scope where analysis of issue or data requires a review of related data. Must exercise good judgment within defined procedures and practices to determine appropriate action
  • Has primary objectives of timely response, quality resolution, and technical expertise of all customer operated Varec/Non-Varec products and services including software and hardware solutions
  • Records internal and external customer issues, inquiries, product deficiencies and change requests in the central repository. Works closely with the customer until the issue has been resolved or passed to another department as dictated by the nature of the given ticket
  • Must maintain an in depth knowledge of products and solutions
  • Coordinates with Engineering, Development, Sales, and Customer Support as needed to address customer issues or inquiries
  • Performs troubleshooting of unique and challenging and complex issues with the Varec solutions at customer sites. Utilize standard concepts in the process of resolving issues
  • Will require on-call responsibilities and shift work
  • Performs other job-related duties and works on special projects as required
  • Experience in installation, configuration, and troubleshooting of Windows Operating Systems, including IIS, security configuration, networking, setting up domains, Windows Group Policies, Active Directory, services, policies, and DCOM
  • Must have excellent computer skills, proficiency with Microsoft Office suite, and knowledge of database reporting tools such as Microsoft Reporting Services and Crystal Reports
  • Must have general knowledge and experience to be able to handle unusual and seldom occurring job events with minimal assistance
  • Experience with troubleshooting hardware and software system related issues
  • Must have great communication skills, be self-motivated, attentive to detail, possess the ability to work in a team environment, and have excellent organizational skills
  • Candidate must be capable of and willing to follow agency and company procedures
  • Two year technical degree and 3+ years related experience
  • Working knowledge of Varec FuelsManager® suite of software and hardware products and services
  • Experience with PLC, SCADA, DCS, or other automation and control systems or components
  • Background with LAN and WAN communications, including WLAN and GPRS wireless technologies
  • Experience with SQL Server, virtualization technologies, and Windows Servers in a variety of configurations including advanced server clustered systems
  • Extensive knowledge of computer hardware architecture and Windows Operating Systems in a multi-system environment
  • Familiarity with petroleum industry business practices and standards. To include but not limited to refineries, airports, light product, pipeline, and asphalt terminals
230

Technical Support Analyst Resume Examples & Samples

  • Provide post software implementation support and upgrade activities to TMW System Customers
  • Facilitates timely and accurate resolution of lower level technical issues on TMW System software
  • Adhere to and assist in the development or improvement of department Standard Operating Procedures
  • Maintain an excellent customer satisfaction standard, equal to or greater than 95% for all deployment and support functions as expressed through customer surveys
  • Record all calls and emails into automated tracking system and determines the scope of reported problems
  • Work with Team Leader, Team Members, and other TMW Systems, Inc. personnel to ensure appropriate resource is assigned to respond to each client issue
  • Perform follow-up communication to ensure customer satisfaction
  • Assist clients with installation of upgrades
  • Train users in existing or new functionality in order to maximize their system’s potential and usability
  • Understand queries, comments, suggestions, and concerns or issues expressed by departmental clients, senior management, team members, and other participants during meetings, technical committees, and as part of ongoing operations
  • Exceptional verbal communication skills
  • Understanding of business processes and basic corporate finance, management and accounting principles
  • Demonstrates a strong customer orientation
  • Understands the hierarchy and culture of customer and supplier organizations and is able to identify the decision makers and influencers
  • Retains objectivity and proper understanding of a problem or situation when placed under conditions of stress
  • Superior interpersonal skills
  • Proficiency with Microsoft Office (Word, Excel, Powerpoint)
  • Excellent writing and editorial skills
231

Technical Support Analyst Resume Examples & Samples

  • Meet our Support Center objectives which include… “If you are not serving the Guest, serve someone who is” and “consistently deliver an awesome family friendly experience so that every guest leaves happy.”
  • Verify category and priority of incident tickets
  • Resolve, or provide workaround, for complex technology issues
  • Resolve escalated support calls and customer issues not resolved at the tier 3 technical level
  • Follow-up with other IT support staff involved in resolution of incidents
  • Communicate with users concerning the status of incidents
  • Communicate with customers to verify final resolution of incident and ensure customer satisfaction
  • Act as customer advocate during support interactions with other IT support teams
  • Maintain timely communication with customer during support process
  • Collect and track information and details of problems to identify trends and facilitate service improvements
  • Troubleshoot and resolve complex support problems (e.g. integration issues)
  • Provide peer-to-peer development
  • Escalate complex issues to the appropriate internal or external technology resources as needed
  • Provide communication and escalation to IT Management on issues impacting our business and customers
  • Initiate Request for Change (RFC) or Problem Management processes as needed
  • Perform quality assurance (QA) and closure of all incidents
  • Provide scheduled, after-hours and weekend support for the Service Desk
  • 5+ years’ experience with direct customer POS technical support
  • Restaurant or retail experience
  • Experience in ITIL and customer service principles
  • ITIL Foundations Certification preferred
  • Aloha POS systems
  • Experience with ServiceNow service management ticketing tool – preferred
  • Experience in a high call volume support center, handling 60+ inbound calls per day
  • Empathy with the end-user experience
  • Possess the aptitude or experience to provide proactive service to our customers
  • Possess a results-oriented approach to customer service
  • Experience conferring with technical and functional experts at all levels of the enterprise in a problem-solving environment
  • Basic knowledge of MS Windows operating systems (Windows XP, Windows 7) and business applications suites
  • Ability to work flexible schedule, including weekend on-call rotation
232

Technical Support Analyst Resume Examples & Samples

  • Manage the processing environment that includes the iSeries servers, xSeries servers, VRU’s, LAN’s, Windows and any additional servers to ensure that all of the above are performing as required
  • Maintain, create and improve internal processes, procedures and documentations on our DCO Sharepoint Portal such as Joblog1/2, Monthly Joblog, DCO Weekend Schedule, Shift Schedule, DBR documentation, OMS/ODS procedures, and any additional documentation when required
  • Provide afterhours and weekend asssitance when DCO takes over the responsibilities of Client Services 1st line and 2nd line support
  • Ensure system problems are resolved in a timely matter and take appropriate actions as required to provide system availability of 99.95%
  • Ensure all issues are thouroughly examined before going to the Team Lead
  • Identify and analyze any system or application problem and manage problems ensuring resolution within a specific timeframe
  • Responsible to ensure all daily, weekly and monthly backups are completed successfully. Will assist in the backups of the xSeries servers when required. Periodically will be required to do an audit check to ensure new librarys and objects are added to the backups
  • Interface with clients and manage relationships between the user support groups and various Management teams
  • For technical issues and problems of intermediate/high complexity they are expected to determine a possible solution or escalate as required if a problem cannot be circumvented. They will receive business and departmental direction from their management. Other senior members can be contacted regarding complex technical issues and will refer all other issues outside their scope to their management immediately
  • Evaluate service requests to ensure adherence to standards and processes, identifying inconsistencies, analyzing potential impact and taking appropriate action
  • Participate and resolve medium to highly complex production problems for support of applications. Identify root cause and defining actions to eliminate recurrence
  • Execute implementation plans for new medium to highly complex application
  • Monitor and analyze supported services to identify opportunities for improvement and recommends solutions
  • Complete all assigned department change requests to the daily batch schedule, and Production systems. This includes job creation, program turnovers, job definition modifications, run time changes, and job decommissions
  • Ensure timely and efficient processing of all production batch schedules addressing any late running jobs, excessive runtimes, or job failures while complying with documented application service level agreements
  • Assist Manager in identifying gaps in job execution times, triggers, abend frequency and any other unusual patterns using trending and data analysis
  • ISeries Command line and Command structure knowledge is essential
  • Knowledge in iSeries/AS400, Mainframe , COBOL would be an asset, but is not essential
  • Solid understanding of the AS/400 environment within IT&S including AS/400 hardware, systems and applications
  • Solid understanding of PC Hardware/Software tecnologies and Windows xSeries based environment within IT&S
  • Excellent written and verbal communication skills, with strong organization ability
  • Strong analytical and problem resolving skills
  • Ability to adapt to changing priorities, at times requiring quick judgement while under pressure
233

Technical Support Analyst Resume Examples & Samples

  • Learn software development in an support environment
  • Willing to learn a new technology
  • Aspirations to grow in a career
  • Willing to move into IT services
  • Logical reasoning
  • Analytical Thinker
  • Associate Degree or equivalent in years of experience
  • Software development a huge plus
  • Experienced in various aspects of IT, including but not limited to basic computer systems applications development and support
  • Experience and interest in internal and external communications, partnership development, and working in an team environment
  • Proficient in Microsoft Office (Outlook ,Word, Excel, and Power Point), and Adobe AcrobatThis role is located in Orlando, FL
234

Technical Support Analyst Resume Examples & Samples

  • Provide 2nd / 3rd line technical support across the e-meter portfolio
  • Perform incident and problem record triage, aligned to business operational prioritisation, identifying and developing minor enhancements and bug fixes within application code, collecting logs, documenting outputs and debugging issues. Unit testing configurations to assure the quality of delivered fixes and solutions
  • Research, resolve, and record all levels of software questions from customers, as part of ticket resolution
  • Preparation of key documents to support in problem resolution and system fix including, configuration specs, unit test documentation, knowledgebase articles, FAQs and known error procedures
  • Liaison with software suppliers in delivery of the technical support service, resolving incidents within agreed service level targets, manage customer escalations ensuring contractual commitments are met / exceeded
  • Replicate customer issues to assist in the determination of root causes of problems and the provision of enduring resolutions including those which require a software fix from a 3rd party, working in close collaboration with the release and change management teams
  • Help Siemens communicate and track new software releases and work with development and technical teams as a representative of support team/customers
  • Monitor logs and helpdesk systems within core emeter applications and infrastructure, proactively identifying incidents which could potentially impact operational performance, technically assess functional requirements, verifying the solution capability of software, hardware, security and environmental aspects
  • Contribute to the development of software solutions that meet the specified functional requirement, ensuring input across all phases, design, documentation, operational acceptance and successful implementation
  • Provide accurate timescales for application delivery/resolution based on technical assessment and the documentation provided. Where applicable liaise with technical teams on more complex issue resolution
  • Interface with customers, partners, product management, engineering, and technical service teams to gather data and communicate status of customer issues, as needed
  • Provide on-call support and be part of the rotation to attend to SEV-1/2 tickets over weekends
  • BS degree in technical field
  • Demonstrable Technical Support experience preferably gained within in a high-tech company or environment
  • Advanced understanding of Unix and Windows Operating systems and scripting language with a good working knowledge
  • Technical skills in SQL scripting and querying oracle databases
  • Able to read Java code and follow logic
  • Capability to work independently, striving for solutions and demonstrating leadership
  • Ability to solve problems and troubleshoot issues systematically and effectively, delivering within service level goals, demonstrating strong analytical skills and experience in interpreting complex data, translating outputs into high quality documentation
  • Proven ability to understand utility’s business processes, identify areas for process or system improvements and pass opportunities to Sales and Professional Services as applicable
  • Experienced at working on several tickets simultaneously while accomplishing desired results; Work well with little guidance in a dynamic, fast-paced environment, navigating multiple service desk tools and support portals, adapting to any customer ticketing scenario and learning technology quickly
  • Proven experience of adapting to new systems and technologies and processes with an understanding of other software disciplines – design, documentation, impact analysis and testing
  • LI-EC
235

Technical Support Analyst Resume Examples & Samples

  • With the customer's best interest in mind, the TSA shows outstanding problem solving and technical skills to effectively solve customer's question and / or technical challenge
  • On call 24/5 hour customer support, available for all shifts + weekend on call
  • Preferred: Second Language a plus: Spanish, German, Brazilian-Portuguese, Dutch, or Mandarin
  • Preferred: Familiar with Excel/Word/Outlook/PPT/Access/Visio/WebEx/Lync/Skype
236

Technical Support Analyst Resume Examples & Samples

  • Provide technical phone support to ATM Owners & Operators
  • Make outbound calls to customers to troubleshoot/resolve technical issues if necessary
  • Create/Work service event records in CORE to track field service calls
  • Bind DES keys
  • Provide basic communications support
  • Execute commands to remotely resolve ATM errors
  • Provide technical phone support to service vendors when necessary
  • Provide support and technical documentation to external and internal customers
  • Managing and troubleshooting remote management applications and database
  • Provide efficient productivity and superior quality service while working in a fast-paced environment
  • Managing reports of error data, analyzation
  • 2+ years field service, ATM or POS experience preferred
  • Working knowledge of Windows XP operating systems required
  • High proficiency in MS Outlook, Word and Excel required
  • Ability to effectively manage multiple complex tasks in a fast paced, time-sensitive environment
  • Ability to type a minimum of 40 wpm
  • Must have excellent communication skills, both written and oral
  • Ability to work various shifts in the event of need
237

Technical Support Analyst Resume Examples & Samples

  • Adhere to guest service, core values and safety requirements listed above
  • Responsible for software and hardware support
  • Develops and maintains policies, systems, methods, and procedures for the effective management and control of the help desk function
  • Performs analyses and assists in a variety of help desk activities including, but not limited to, providing support to end users in problem resolution; guiding end users through troubleshooting procedures; develops troubleshooting scripts; provides technical assistance in setup, installation and configuration of desktop/server hardware and software
  • Provides technical advice, guidance and informal training to customers using hardware and software programs
  • Troubleshoots and restores routine technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures
  • Performs root cause analysis and develops checklists for typical problems
  • Recommends procedures and controls for problem prevention
  • Support for systems provisioning (user access)
  • Support of Local Area Network (LAN)
  • Works in a team setting, sharing information and assisting others with support calls
  • Ensure data integrity by keeping system security rights up to date at all times
  • Responsible for training of system users on proper usage of software and assisting in the daily functions of the department
  • Must maintain the strictest confidence of any and all confidential information disclosed by an Ameristar entity or by a guest of Ameristar
  • Support the policies of Senior Management of the Casino as well as Senior Management of Ameristar Casino, Inc
  • Work flexible hours including evenings, overnights, weekends, and holidays including but not limited to participating in the on-call rotation program
  • Perform and support all MGC and SOX based requirements as assigned by IT Management
  • Fully Competent in Microsoft Office
  • Excellent technical, complex problem solving, interpersonal, oral & written communication skills
  • Strong guest service skills
  • Must have strong time management skills
  • Ability to follow all policies, procedures, and regulations including but not limited to attendance, appearance, safety, and security policies
  • Associates degree in computer science or equivalent course work or work experience required
  • Previous experience in IT preferred
  • Technical certifications like A+, N+ certification, MCP or MSCE preferred
238

Technical Support Analyst Resume Examples & Samples

  • Diagnoses and resolved problems using documented procedures and checklists in the performance of most responsibilities
  • Enters call data into a tracking system
  • Escalates problems to a higher level technical support professional when necessary
  • Assists in the resolution of application, hardware and software problems
  • Consult with users to determine hardware, software, or system functional specifications
  • Document procedures required to support applications
  • Configure, install, maintain, and troubleshoot desktop systems and communications components
  • Coordinate resolution of problems with vendors or subject matter experts when additional expertise is required
  • Maintain an inventory and accountability for all IT components (e.g.pc’s, laptops, software, printers, modems, etc.)
  • Insure backups are complete, error-free and that tape rotation complies with policy
  • Responsible for escalating problems, suggestions, repeat issues, etc., in order to improve the overall operations of the IT department
  • Maintain and improve expertise in software applications (including enhancements and new products) and direct their use based on business requirements
  • Lead and/or assist with technology projects. Requires initiative to identify areas of opportunity, ability to analyze and assess possible solutions, to support the selection and implementation of projects, and to methodically complete task or project
  • Assist other IT team member when workload warrants. Ability to observe and identify other areas within the IT department that require assistance on projects, and must have the desire and ability to proactively assist other team members
  • Assist in pulling and terminating cable
  • This is a uniformed position, which requires the team member be in compliance with uniformed appearance standards while on duty
  • Respond to reasonable guest requests or place guest in contact with appropriate person for assistance
  • High School Diploma or certificate from Educational Institute required
  • Minimum 2 years IT experience
  • A+ certifications preferred or must obtain this certification within the six months of employment
239

Technical Support Analyst Resume Examples & Samples

  • Actively participate in the 24/7 worldwide support process with Level 3 teams in Hong Kong and Paris
  • As a Level 3 support, investigates production or projects issues, and coordinates their resolutions
  • In charge of testing and coordinating technical operations and software delivery deployment into production
  • In charge of maintaining user interfaces with standard BNPP Back Office systems (SWIFT, MT101, MT940)
  • Relevant combination of education, training and experience in IT support
  • Needs to be able to work with teams from different departments
  • Needs to be able to work autonomously and take decisions
  • Good understanding of software development cycles, good practices and quality assurance process is an asset
  • Development experience in a web-based environment is an asset
  • Familiarity with high availability architectures and back-up sites is an asset
  • Knowledge of TCP/IP, LANs and firewalls is an asset
  • Knowledge of SQL Server is an asset
  • Knowledge of WebSphere and IIS is an asset
  • Knowledge of SWIFT standards is an asset (FIN, FileAct, messages MT, ISO 20022, pain.001, pain.002, camt053…)
  • Must know Excel, Word, PowerPoint, Outlook
240

Technical Support Analyst Resume Examples & Samples

  • To develop a deep knowledge and subject matter expertise of Viridity’s software solutions
  • Manage Viridity solution support processes; provide tier 2 application support to tier 1 (NOC) and escalate issues to tier 3 (Development) as needed
  • Lead issue troubleshooting for Viridity software solutions, including issue recreation, data analysis and validation, logging of issues into support systems, and tracking progress of issue resolution
  • Monitor and respond to infrastructure alerts and assist with infrastructure maintenance tasks to support the stability and reliability of Viridity’s software products
  • Assist with and participate in disaster recovery planning and annual testing
  • Assist with customer onboarding, user setup, configuration and permissioning as necessary
  • Train tier 1 support on basic troubleshooting and systems support as needed
  • BA/BS degree in related field or the equivalent combination of experience and education
  • 3-6 years’ experience in supporting enterprise software solutions; support of demand response or curtailment software platforms a plus
  • Ability to multi-task, learn new skills quickly and work in a fast paced environment
  • Knowledge of Zendesk, Jira and Aha.io is a plus
  • Experience with JavaScript, Python, JSON, bash CLI, and linux operating systems is a plus
241

Technical Support Analyst Resume Examples & Samples

  • Ownership over the tickets categorized as in scope for SME based on the technology/application used
  • Coordinate with the rest of the teams to ensure proper coverage/handling of the SME tickets
  • Providing improvement ideas for the SME workflow and customers, based on trends and issues identified
  • Work together with other team members in order to ensure service level agreements are met
242

Technical Support Analyst Resume Examples & Samples

  • Evaluates, installs, maintains, troubleshoots, upgrades, documents and administers the use and replacement of Commercial-off-the Shelf Software and Custom client-server software
  • Provides advice on various technical subjects such as network operating systems, standards, protocols and utilities to clients and colleagues
  • Participates in discussions with colleagues, clients, technical advisors and managers to explain issues of a technical nature or to resolve technical issues
  • Maintains knowledge of trends and developments in all IT infrastructure components
  • Interprets, analyses, defines, and documents requirements and recommends solutions with respect to the planning, development, implementation, integration or maintenance, of Corporate and Business applications
  • Answer client inquiries on the use of our systems
  • Troubleshoot and resolve application related incidents and issues
  • Host sessions to help define business requirements
  • Documentation for fixes related to the troubleshooting of incidents
  • Installation and documentation for new system implementations
  • Options analysis for solutions
  • Knowledge of COTS apps in a Windows environment
  • High level knowledge of RDBMS (ability to review MS SQL Database logs)
  • Knowledge of Windows and IIS
  • 5 years’ of experience in a Support Analyst type role
  • Must possess government of Canada Enhanced Reliability Clearance
  • Related post-secondary education would be a definite asset
  • Strong troubleshooting, reasoning and problem solving skills
  • Ability to speak and communicate clearly and effectively
  • Ability to write clear and concise technical documentation
  • Team player, good time-management and organizational skills and ability to work autonomously in a dynamic environment
  • Ability to deal with aggressive timelines and the associated pressure
  • Ability to speak and write in English (mandatory) and French (asset)
243

Technical Support Analyst Resume Examples & Samples

  • Ability to travel within the city (Las Vegas) will be needed when remote support is unavailable
  • Keep inventory of spare parts and backup systems
  • 3+ years of experience with Windows OS - Desktop administration/configuration
  • 1+ years of experience Printer support (install / configure)
  • 1+ years of experience in Enterprise Wireless system configuration
  • Ability to travel within the city (as required by the business)
  • Experience in support of end user Phones / workgroup management (VoIP / ShoreTel)
  • Experience with Thin Client hardware
  • Server patching and maintenance experience
  • VMWare familiarity
  • Windows Server – 2008/2012
  • Windows Terminal Server 2008
  • A fundamental understanding of Disaster Recovery / Backup, Storage Arrays, Software Patch Management, Networking, Firewall configuration, Wireless configuration
244

Technical Support Analyst Resume Examples & Samples

  • 1-2 years of experience providing Service Desk phone support. Experience answering phones and using a ticket tracking system to log support requests
  • Basic technical break/fix computer skills with Microsoft Operating Systems: Microsoft XP, Windows 7, Microsoft Office 2003, 2007, 2010, and other Microsoft Productivity Tools
  • Skilled with anti-virus software, adware, spyware removal
  • Basic understanding of LAN/WAN/Networking concepts and troubleshooting tools: including networking and routing
  • Can demonstrate network troubleshooting techniques; including TCP/IP tools. Preferred/Desirable: Healthcare experience and health information systems are preferred
  • Experience with client-server applications such as Crystal Reports, Cognos, & Facets preferred Certification or Conditions of Employment
  • Pre-employment background check Competencies, Skills, and Attributes
  • Excellent phone support skills with the ability to troubleshoot, log ticket information, and communicate effectively. Skilled with anti-virus software, adware, spyware removal
  • Ability to answer phones and provide support while delivering excellent customer Service
  • Service Desk Analyst I provides entry level technical support for End Users
  • The analyst is required to answer calls, open and escalate tickets, triage and troubleshoot level 1 support issues
  • They will be responsible to route tickets accordingly to level 2 and 3 support staff within IT
  • They will monitor email boxes and open tickets and provide level 1 support accordingly
  • The individual will be required to perform password resets, printer support, and imaging as needed, and other duties as they apply
  • Responsible for excellent customer Service delivery
  • Must have consistent attendance and punctuality. Needs to be flexible on covering shifts and or traveling to remote sites on occasion should the need arise
  • Answer Service Desk phone calls promptly and apply support skills with the ability to troubleshoot, log ticket information, and communicate effectively
  • Open tickets, triage and route tickets accordingly to level 2 and 3 staff Place support calls for printers and computers to vendors
  • Monitor Service Desk email boxes and handle level 1 requests
  • Create and send messages to End Users when a service (s) is unavailable or to announce planned downtime .Perform password resets, account activations, update email distribution lists
  • Escalate issues that are deemed to be ‘critical’ .Consolidation of tickets related to “chronic” issues into a Master Ticket
  • Provides emergency 24X7 technical support as needed with some travel required
245

Technical Support Analyst Resume Examples & Samples

  • Desire to build capabilities in functional and/or automated testing
  • Desire to build capabilities IT Operations support
  • Career development and Deloitte provided training
  • Military experience a huge plus
  • Proficient in Microsoft Office (Outlook, Word, Excel, and Power Point), and Adobe Acrobat
  • This role is located in Mechanicsburg PA
246

Technical Support Analyst Resume Examples & Samples

  • Provide technical and functional application support via telephone, electronic mail and in-person
  • Serve as a point of contact for all client support requirements
  • Provide accurate and detailed problem documentation and problem escalation to ensure timely resolution
  • Work closely with Technical Infrastructure team
  • Desktop and Laptop configuration of computers, printers, blackberries, etc.,
  • Software and application Installation and support
  • Other duties as required by the business
  • Windows 7 professional
  • Microsoft Office Products i.e. 2010 office, Visio, Access and Projects
  • Desktop and Laptop Hardware
  • Anti-Virus (Symantec, Malware)
  • Hardware Security
  • Customer Service and communication skills
  • Minimum new grad from IT related program from Community Colleges and/or University
247

Technical Support Analyst Resume Examples & Samples

  • OS Experience – Windows
  • Proficient in MS Office Suite (Excel, Word, PowerPoint, and Outlook), and MS Windows XP & Windows 7 Strengths
  • Must be able to handle 30-35/calls per day
  • Support several thousand users in multiple locations
  • Support of Active Directory (Password Resets, Create/Delete new users, adjusting permissions, etc)
  • Strong documentation ability and experience with a formal ticketing system (ServiceNow, Bomgar, Remedy, etc)
  • VPN Experience
  • Degree (BS or AS) from an accredited institution highly preferred
248

Technical Support Analyst Resume Examples & Samples

  • Desktops/laptops
  • Operating systems (Windows)
  • Audio conference machines
  • Bilingual (French/English) tickets
  • Pocket PC's and POS systems
  • Network connectivity
  • 1) 1-4 years in a customer service/support role (handling users over the phone, 30-40 calls on average a day - password set ups, network connectivity issues and POS support
  • 2) Must be able to type at least 40 WPM and have excellent multitasking skills
  • 3) Proven experience working with Non technical users (This person will be supporting the restaurant owners and franchisees - need to have a patient and understanding approach and can dumb down technical terms)
249

Technical Support Analyst Resume Examples & Samples

  • Troubleshoot and fix escalated issues effectively and efficiently
  • Act as a technical lead to provide expertise to team members and to the business
  • Able to train users, in person and remotely, on basic computer usage
  • Test and validate new hardware and OS for existing business applications
  • Create and administer PC images
  • Manage support requests (AHS)
  • Monitor performance and availability of systems with active and manual tools and processes
  • Interface with associated IT staff
  • Support as required IT Team technical and administrative activities
  • Bachelor’s Degree in Information Technology or equivalent work experience
  • Minimum 4 years’ experience working in a modern Microsoft systems environment and progressive experience with Network Administration
  • MCP or higher MS Certification is a plus
  • Servers and Workstation (Server 2003,08,12, XP & Windows 7,10)
  • Knowledge of network cabling and network room build outs
  • Strong understanding and working knowledge of Active Directory, exchange mailbox administration, DNS, group policies, domain controllers
  • Strong understanding of AV technologies and experience of their administration
250

Technical Support Analyst Resume Examples & Samples

  • Understanding and applying Active Listening
  • Understanding and ability to ask Open-Ended/Close-Ended/Probing Questions
  • Ability to teach complex topics