User Support Resume Samples

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C Rosenbaum
7681 Bethel Branch
Los Angeles
+1 (555) 738 2163
7681 Bethel Branch
Los Angeles
p +1 (555) 738 2163
Experience Experience
Dallas, TX
Technical User Support Analyst
Dallas, TX
Dallas, TX
Technical User Support Analyst
  • Hardware (our support is performed by phone – in-person performed by another team)
  • Create and update knowledge base content to improve service to users including: written procedures, tips, reports, and other support related material
  • Work in a low-wall cubicle environment with wireless headsets in moderate noise levels
  • May work on projects or tasks to develop and/or address technology or process improvements, customer service, training, knowledge transfer, reports, and documentation
  • The post training shift will be discussed during the interview process but flexibility is important as the shift could likely include evenings, but every post training shift will be submitted with the candidates contract offer
  • Network connectivity
  • Work logically under pressure, in a changing environment, and deal successfully under stressful situations
Phoenix, AZ
IT Remote User Support Technician
Phoenix, AZ
Phoenix, AZ
IT Remote User Support Technician
  • Strong knowledge of Microsoft Active Directory and networking protocols
  • Documentation and process management of new hires and separations
  • Manage ticket queue
  • Manage remote user IT hardware inventory
  • Handling shipping assets to employees and returns
  • Proficiency in supporting Windows 7+
  • Expertise in supporting current releases of OS X
Dallas, TX
Manager User Support Help Desk
Dallas, TX
Fay, Wisozk and Rutherford
Dallas, TX
Manager User Support Help Desk
  • Hire, schedule, and manage User Support Help-desk staff
  • Plan and recommend annual merit increases
  • Lead and organize employees on setting annual performance plans
  • Perform annual performance reviews with employees
  • Monitor and manage logged calls into the Help Desk Tracking System
  • Provide third tier hardware assistance and support to employees
  • Provide third tier software assistance and support to employees
Education Education
Bachelor’s Degree in Computer Science
Bachelor’s Degree in Computer Science
University of California, Berkeley
Bachelor’s Degree in Computer Science
Skills Skills
  • Ability to troubleshoot and solve PC/Network problems quickly and accurately
  • Ability to obtain Microsoft Certified IT Professional and A+ Certifications or equivalent Helpdesk or Deskside Support certifications within twelve months
  • Ability to be an active participant and contributor on a professional IS Support Team
  • Ability to develop and maintain positive and effective working relationships with a wide range of employees, managers, vendors and professional organizations
  • Strong attention to detail
  • Excellent customer communication skills and the ability to communicate effectively with a diverse technical user base
  • Ability to work well under pressure with changing priorities and unpredictable workload
  • Ability to manage several tasks simultaneously & sound business sense in prioritizing activities
  • Excellent interpersonal, customer service, oral and written communication skills
  • Ability to handle changes, support and maintenance in a real time environment, resolving issues within accepted time tolerances
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15 User Support resume templates


Technology & Data-qapm-institutional Equity User Support & Production Management Resume Examples & Samples

  • Work closely with development teams to ensure the support team has Excellent knowledge of the application set
  • Design and document recovery procedures
  • Client requirements and feedback are incorporated into the applications
  • Operational enhancements are provided
  • Work closely with developers and Engineering to either develop, or provide specifications for tools to: Improve monitoring, increase the stability of the plant and Automate manual tasks
  • Proactive & reactive ready-for-business checks
  • Proactive & reactive real-time monitoring of processes, connections & trade flows
  • Notifying the business unit of system issues or failures in a timely manner
  • Notify Compliance in a timely manner of regulatory issues
  • Liaise with external parties to resolve issues
  • System break/fix and user recovery
  • Investigating and resolving data quality issues
  • Investigation of user queries. E.g. flow breaks, booking issues, data issues. Liaison with operations and controllers where appropriate
  • Escalating problems to level 3 (core development and engineering) groups
  • Act as an escalation point for frontline
  • War gaming failure scenarios identify problems with outage recovery procedures. Work with necessary parties to ensure that these are resolved
  • Team leading and management
  • 3-5 years or more related experience in Equity Trading Application Support or Development
  • Good working knowledge of FIX
  • Good working knowledge of unix or linux
  • Strong technical, communication, analytical and problem solving skills, professional ownership of issues
  • In depth understanding of Equity Cash and derivative trading and risk management concepts and ability to interact with traders
  • Able to perform consistently under pressure
  • Able to handle multiple tasks and prioritise appropriately
  • Good understanding of Asia cash and futures market trading
  • Electronic trading platform knowledge: handling low and high touch client connections and electronic flow for asia trading
  • High Frequency Trading support
  • Swaps market understanding
  • Strong Algo trading platform experience: Being able to articulate the differences between Implementation Shortfall and an Lit Liquidty Seeking algorithms
  • Experience of what it means to work in a 24x6 environment ? supporting CME trading from Asia
  • Exchange Connectivity Support experience including connecting to brokers
  • Leading a team across different offices
  • Good understanding of SQL and Sybase databases
  • Knowledge of:- scripting languages, ksh, Perl, Java, CGI, SOAP, HTML and XML
  • Can do attitude Candidates should have experience in the financial services industry
  • Degree in computer science or equivalent
  • Experience with XML and SOAP data format
  • Experience with Microsoft .NET
  • Knowledge of C, C
  • Fluency inKorean

Tech & Data-qapm-rtm User Support Resume Examples & Samples

  • Perform day-to-day operational management of market data infrastructure including systems administration, performance monitoring and problem resolution activities
  • Perform software decommission, installation, upgrades in accordance with Morgan Stanley's Change Control Procedures
  • Manage the firm's market data contributions including internally generated indicative and executable prices that are published to external Market Data providers such as Bloomberg and Reuters
  • Develop and maintain shell/Perl scripts for data quality monitoring, ready-for-business system health check
  • Perform Level 2/3 support activities using Morgan Stanley's designated tools, processes and procedures for incident, problem, and change management
  • Receive L1 escalations and resolve promptly
  • Perform preventative maintenance functions including monitoring of logs, alarms, system performance, and capacity
  • Support global Market Data teams as part of a follow the sun support model
  • Complete regression testing, User Acceptance Testing (UAT) as and when required by development teams
  • Undertake tasks to enhance market data systems's capacity, performance and stability
  • 5+ years of working experience in Information Technology in an Investment Banking environment
  • 3+ years of hands on experience in Unix/Linux platform, system administrator?s experience is an advantage
  • 3+ years of market data support experience, including vendor/supplier management
  • Innovative, be able to propose new ideas, creative solutions to tackle problems
  • Proactive, be ready to step in and volunteer to undertake difficult tasks
  • Expert in Perl and shell scripting on Unix/Linux platform

Kyc Analyst Readiness & User Support Resume Examples & Samples

  • Assess and define required changes to the KYC operating model, including the underlying processes, roles and responsibilities, organizational and delivery structures, overall governance, and supporting key performance indicators / metrics
  • Provide guidelines for modifying procedures and other documentation required for the operational centers (Business Support Units) to support the evolved operating model
  • Assess and identify ongoing enhancements to improve efficiency and quality of the KYC process, including an evaluation of market data services
  • Actively participate in management forums for establishing the approach for operating model changes
  • Liaise with other functions to execute operating model activities and build efficiencies where needed
  • Identify and track project interdependencies, risks and issues related to operating model execution, and escalate issues where needed
  • Identify areas for process improvement and reengineering potential
  • Provide oversight and manage third party support resources based in Mumbai
  • A proven track record with 5-10 years of relevant work experience
  • Experience working global objectives in a large, dynamic, and cross functional organization including Operations, Client Management, Product, Compliance, Legal, Technology, and Regulatory bodies
  • Experience managing small- med size teams (15-20 people)
  • Proven track record with 5-10 years of relevant work experience
  • Experience and knowledge of Anti-Money Laundering (AML) and KYC compliance a plus
  • Knowledge and working experience across all areas of ICG – TTS, SFS, Corporate Banking, Capital Markets a plus
  • Excellent interpersonal relationship skills and ability to cultivate and maintain effective working relationships at all levels of an organization
  • Organizational skills; ability to multi-task and prioritize; strong attention to detail; ability to work in a dynamic environment
  • Ability to drive progress with limited guidance and short turnaround times

Procurement Process & System User Support Specialist Resume Examples & Samples

  • Understand and provide information about standards, procedures and processes to others within the organization
  • Provide administrative support and give guidance to all users of the SRM e-Procurement system
  • Actively participate in team projects
  • Work on error in process Shopping Cart Purchase Requests (SC’s) and Purchase Orders (PO’s) according to given guidelines and processes
  • Confirm or assign material group definitions and accounting coding, where relevant, in SC’s
  • Perform quality checks on SC’s and select source of supply when needed
  • Create, forward, control and resolve (if applicable) tickets (technical and business related) and provide professional ticket reporting
  • Review documents like FAQ´s , wish list, error in process and reversal process lists
  • Organize and execute trainings (WebEx) for all kind of SRM users (requester, approver and purchaser)
  • Create training material and keep the “Quick Guides” updated
  • Support system testing in collaboration with the Corporate Procurement (CP) project team
  • Create and maintain processes and procedures documentation, ensuring those are complete and up-to-date
  • Problem analyzes and proposal of solutions, supporting the implementation of findings and sustainability of achievements
  • Good understanding of different business areas acquired in a vocational training such as Economics, Business Management or similar degree
  • Good understanding of Procurement processes
  • Good SAP and SRM knowledge
  • Good planning and organizing skills
  • High degree of customer orientation
  • Strong preference on German fluency
  • Ability / willingness to travel (2 to 6 weeks periods)
  • Business education in equal area
  • Minimum 2 years’ experience in job or job function required
  • Good understanding of business processes, and of Procurement processes an advantage
  • Good SAP and SRM knowledge and advantage

User Support Technologist Resume Examples & Samples

  • Ensure that all trouble calls are answered in a prompt, courteous and accurate fashion
  • Follow up on closed trouble calls to ensure the user is functioning effectively
  • Escalation of trouble calls to appropriate second level resources, or to Technology Support Manager
  • Entry into the User Support Problem Management System and tracking of all calls to identify patterns that may indicate either a systemic problem or a deficiency in training
  • Coordination and completion of workstation moves, installations, PC replacements, etc., as necessary especially with relocations
  • At least three years of work experience providing technology support in a legal or professional services setting
  • Strong knowledge of Microsoft Office 2010 (Outlook, Word, Excel and PowerPoint ); a strong understanding of document management systems is also required
  • Proven experience in troubleshooting Windows 7 desktop and laptop systems
  • Knowledge of mobile devices, including, but not limited to, BlackBerry and iOS devices
  • Knowledge of Windows administration with experience in troubleshooting minor networking problems

User Support Technician Resume Examples & Samples

  • At least five years of relevant job experience
  • Proficient with FileSite, Microsoft Office 2010, Windows 7
  • Fantastic work attitude – this will be 50% phones, 50% floor support
  • A Bachelor’s degree in a related field is helpful

Administrator, User Support Resume Examples & Samples

  • Provide level 2 support for any user related issues that require additional research, fact finding to resolve
  • Maintain Network Software license manager for new entries and optimize for performance. Vet any new software requested by departments for usability and partner with UO IT Security to ensure that the safety and security of the corporate network in intact
  • Address any IT questions raised by any of the projects or departments within UC
  • Work with corporate vendors to maintain the hardware standards for UC desktops and laptops and ensure that they meet the team needs while providing fiscal responsibility. Work with UO IT to ensure that the software image is up to date and provides the best balance of ease of use and completeness
  • Onboard new employees explaining the basic use of the computer on the network, network drives, network printing and any other special functions that UC has
  • Working with UO IT, manage and control network resources for the team that include the wireless network access point and open internet access for the team
  • Assist in the support of special projects and events during staging, testing, installing and supporting while meeting our Service Level Agreement for these events and projects. Support must be balanced against day to day tasks
  • Responsible for the collection and organization of data archived on both the individual computers used by the team and/or servers managed by the team
  • 3-5 Years: Knowledge of all major brands of computer equipment is necessary. Must be able to evaluate equipment capacity for software and hardware upgrades (i.e. hard drive, memory, mhz). Must be efficient with Microsoft Access and Supervisor experience preferred; or equivalent combination of education and experience. BR>

IT Remote User Support Technician Resume Examples & Samples

  • Mac desktop support for OS, software and hardware (90%)
  • Windows desktop support for OS, software and hardware (10%)
  • Support for remote employees from on-boarding through separation
  • Interface with HR and Recruiting to ensure 100% success on all new hires and separations
  • Documentation and process management of new hires and separations
  • Project coordination and support for conferences in San Francisco office
  • Data archive process of separated employees
  • Manage remote user IT hardware inventory
  • Remote employee training, support and hand holding
  • Remote telecom support
  • VPN support and troubleshooting
  • Handling shipping assets to employees and returns
  • Manage ticket queue

Application User Support Analyst Resume Examples & Samples

  • Ensure timely Monitoring and Resolving of User Queries
  • Liaising with other Operate (BAU) teams and the application development teams in order to resolve issues being reported
  • Extract metrics analysis using data from ticket tracking system and review trends being encountered in the environment
  • Train on and understand changes being implemented across Market and Credit Risk application suite
  • Contribute to centrally stored documentation on new issue resolution steps
  • Must have 5 – 8 years experience in a Client Support environment
  • Working knowledge of SQL is a must, database/data investigation is frequently required
  • Must have worked in the area of Regulatory Reporting and should have clarity of basic concepts in Finance
  • Strong interest in client interaction and possess outstanding verbal and written communication skills
  • Good knowledge of investment banking and risk management practices. Knowledge of fundamental credit and market risk concepts a plus
  • Knowledge/past experience of RegPro (FRS), by WKFS, for Regulatory Reporting will be highly preferred
  • Knowledge of UNIX is a plus

User Support Technician Resume Examples & Samples

  • Provide timely response and resolution for internal technical support requests. Primary request areas include; HW and SW troubleshooting, ‘how to’, installations, and new employee/equipment setup
  • Image new and existing hardware pre-deployment, setup user profiles and assist with data migration as needed
  • Troubleshoot network (TCP/IP) client configuration and connectivity issues primarily for email, printer access, VPN, and WIFI escalating as required
  • Advanced knowledge of Microsoft Operating Systems and Applications
  • Possesses a high degree of accountability and pride an ownership
  • Excellent follow through and follow up skills
  • Excellent customer communication skills and the ability to communicate effectively with a diverse technical user baseAbility to work well under pressure with changing priorities and unpredictable workload

User Support Technician Resume Examples & Samples

  • Ghost/re-image new and existing hardware pre-deployment, setup user profiles and assist with data migration as needed
  • Troubleshoot network (TCP/IP) client configuration and connectivity issues primarily for email, printer access, VPN, and WIFI
  • Excellent customer communication skills and the ability to communicate effectively with a diverse technical user base
  • Ability to work well under pressure with changing priorities and unpredictable workload

Junior Technical User Support Analyst Resume Examples & Samples

  • Resolve client technical issues
  • Experience in a global work environment
  • Able to work in a changing environment
  • Good prioritization skills
  • Very good problem solving skills
  • Stress-resistance, objective and self-starter
  • Likes challenges

Technical User Support Analyst Resume Examples & Samples

  • Bachelor's degree OR 8 years of work experience in lieu of a 4 year degree or a combination of work and education to equal a 4 year degree
  • 3-5 years of IT experience with B.A or B.S.; 0-3 years of IT experience with M.A. or M.S
  • Experience with three or more of the following: Windows 7 Enterprise, Outlook 2010/2016, remote management tools, active directory administration, virtual private network, office productivity tools, web-based applications, TCP/IP

Technical User Support Analyst Resume Examples & Samples

  • 10+ years of IT experience with a GED/High School Graduate
  • 2+ years of IT experience with a Bachelor’s Degree
  • 2+ years of IT experience in a Technical Support role

Assoc Tech User Support Analyst Resume Examples & Samples

  • 2+ years in customer service role
  • Experience with IT support requirements through previous experience
  • AS or BS in a major related to IT or IS
  • Excellent technical problem solving abilities,
  • Ability to work independently and efficiently to meet deadlines
  • The ability to promptly answer support related email, phone calls and other electronic communications
  • Detail-oriented and organized, experience with hardware and software issues
  • Proficient in internet related applications such as Email clients, FTP clients, and Web Browsers
  • Excellent communication (oral and written), interpersonal, organizational, and presentation skills, and positive attitude
  • The physical demands described within the Responsibilities section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
  • While performing the duties of this job, the employee is regularly required to be independently mobile. The employee is also required to interact with a computer, and communicate with peers and co-workers

Technical User Support Analyst Resume Examples & Samples

  • Some IT experience with a Master’s Degree
  • Experience using or supporting the following applications and technologies
  • Must be able to lift or move (i.e. computers, servers, etc.) weighing up to 50 pounds

Application User Support With English & French Resume Examples & Samples

  • Take into account all users request
  • Solve technical problems, troubleshooting
  • Inform user about the solution found
  • Monitor and update data and files
  • Deliver indicators
  • Write and keep up to date support procedures and user manual
  • Participate in the all stages of a site go-live
  • Train users

CRM User Support Specialist Resume Examples & Samples

  • To interpret, identify and resolve any issues and questions received from users
  • To ensure that user are set up with the right portfolio as part of user access governance
  • To represent the region in gathering feedback and therefore proposing enhancements for the CRM
  • To conduct user training to new CRM users and refresher trainings
  • Involvement in initiatives to enhance CRM Utilization through the region
  • Participation in projects which are an extension of the CRM e.g Topaz, Golden Horizon, Denali
  • Assist in the implementation of CRM related tools for the region - CRM Support Tool, ACT, CERTO etc
  • Update of existing processes and the development of new processes where necessary
  • Bachelors University Degree or equivalent
  • 2 years’ relevant experience and above
  • Experience using SAP-CRM system will be advantageous

Tech Scout & User Support Analytics Research Intern Resume Examples & Samples

  • Participate in the identification, evaluation and deployment of collaboration tools for use by the laboratory scientific and operations community
  • Assist with the development of data analytics for existing processes and services
  • Develop technical documentation, user support and test new software
  • Application will create scripts and small programs to enhance or integrate these tools with other systems
  • Work on projects related to Google Apps (mail, calendar, docs, sites, groups)
  • Provide technical support to the Help Desk group
  • Knowledge of modern programming and scripting languages
  • Familiar with dashboarding tools (e.g. Grafana, Geckoboard)
  • Familiar with Web page development tools
  • Basic understanding of SQL databases such as mySQL
  • Knowledge of Windows, Mac and Linux systems
  • Familiar with open source products like WordPress, Drupal, and Mediawiki
  • Familiar with Google products
  • Demonstrated ability to convey technical information through well-written and concise documentation and phone conversations

CRM User Support Resume Examples & Samples

  • Determines and develops approaches to business system/process assignments
  • Leads business process-related projects requiring coordination with other functions
  • Solves a broad range of system and/or work flow problems of varying scope and complexity

Computer User Support Specialist Resume Examples & Samples

  • Knowledge of Linux (Ubuntu/Centos)
  • Experience with Windows server OS’s
  • Experience with CMS’s (WordPress, etc)
  • Knowledge of PHP and other languages

User Support Specialist Apple Product Specialist Resume Examples & Samples

  • Support, implementation, and upgrade of Apple hardware and Apple System X or iOS software
  • Support of Apple OS software including installation, upgrades, and functionality
  • Support of Apple hardware and software within a corporate Active Directory structure
  • Troubleshoot and resolve hardware / software issues expeditiously with a minimum of disruption to desktop / laptop computer and Smartphone device users. Perform installation / configuration of new desktop / laptop computer hardware, printers, software for new users and upgraded equipment
  • Support and help diagnose user issues with the network, applications, Citrix, and others as necessary. Diagnose and remedy computer issues associated with viruses and spyware. Work with outside vendor support teams to resolve hardware and software issues
  • Help facilitate training to client's employees in the use of desktop / laptop computer hardware and the use of applications available including Microsoft Office Suite, Groupwise, and Citrix
  • Ability to create and disseminate training documentation in support of desktop / laptop computers, peripherals, and related software
  • Work an assigned rotational help desk schedule. Answer help desk calls, log detailed documentation of issues, and promptly resolve issues. Willingness to follow up on issue resolutions and manage multiple open issues
  • Ability to triage and prioritize issues to be resolved
  • Provide timely, efficient, and customer friendly support to end users while displaying strong customer relation skills to enhance customer satisfaction

User Support Manager Resume Examples & Samples

  • Advise the Director on tactical and strategic issues that impact the User Services team and the organization as a whole
  • Supervise staff assigned to User Services team, including high-level oversight of work, performance management, etc
  • Manage services assigned to team, including desktop support, support of departmental technology resources and events, and general technical support services for end users
  • Propose and maintain standards, policies, and procedures covering the work of the team
  • Lead and participate in projects with other professional staff and student employees to enact service changes, new technologies, etc
  • Research new services and technologies that may improve the service offerings of the team or organization
  • Act as a liaison to assigned College units in the role of Customer Relationship Manager to pro-actively develop and maintain good working relationships between those units and Engineering IT
  • Coordinate with Technology Services and other campus IT organizations on shared service offerings
  • Six (6) years’ professional experience in IT operations which must include: (years’ experience may run concurrently)
  • Familiarity with campus computing environments at Illinois or other Higher Education institution
  • Demonstrated experience and/or training in customer relationships management work
  • Ability to think critically and propose service and structural changes to improve performance within and between teams
  • Knowledge of and ability to utilize project management skills
  • Familiarity with the technical requirements of compliance with HIPAA or FERPA
  • Ability to respond to incidents that occur outside of regular business hours

User Support Analyst Resume Examples & Samples

  • Experience in a professional work environment
  • Ability to comprehend, create, and manage multiple task assignments
  • Ability to show specialized, relevant industry expertise

Key User Support for SAP Procurement & Logistic Modules Resume Examples & Samples

  • Manage Knowledge management governance for the given area of responsibility,
  • Ensure the availability of high quality knowledge management systems and materials,
  • Drive Key User Community, provide assistance to the community in relation to all PMx applications,
  • Be the enabler between PMx CoE, Regions, Key/Super Users, process excellence and Business Units on all training and process related topics,
  • Work with regions (Europe sites and US) to identify Key business requirements and improvements,
  • Act as architect of knowledge identification, capture and maintenance,
  • Monitor and report on business process and solution adoption,
  • Develop and monitor Knowledge Management KPI’s,
  • Promote the interests and image of the PMx program and of the company at all times,
  • Significant Knowledge Management experience, including training delivery,
  • Experience in problem resolution to a varied community, including change management and root cause analysis,
  • Experience in SAP tools and applications in the area of Sourcing & Logistics,
  • Very good English skills,
  • Willingness to travel, up to 30%,
  • Ability to collaborate in different teams with very short lead time,
  • Ability to deliver within challenging timelines,
  • Ability to build and maintain a solid knowledge & expert network throughout GE Power,
  • Ability to transfer know-how to other countries, cultures and organization’s
  • Approachable and helpful
  • Excellent Communication skills including presentation delivery
  • Able to impart knowledge to any audience
  • Assertiveness in promoting PMx and changes/improvements
  • Self-reliant and committed to the role
  • Dynamic and flexible

User Support Manager Resume Examples & Samples

  • 8-10 years of related experience in the development and delivery of technical training programs, including supervisory experience
  • Experience with management of user support (help desk) personnel and processes
  • Experience with providing user support for applications in a clinical health care setting desired
  • Knowledge of the VistA electronic health record or Resource Patient Management System (RPMS) desired
  • An understanding of the Department of Health and Human Services (HHS) Enterprise Performance Life Cycle (EPLC) is highly desired
  • Advanced knowledge of the principles, methods, and techniques used in the development and delivery of training programs
  • Advanced knowledge of relevant technologies as required

User Support Analyst, Financing Applications Resume Examples & Samples

  • Production support Beacon
  • Liaise with the Accounting control, team and provide functional expertise and consultative support on the reconciliation & balance accounts justification tool
  • Investigate and resolve application and process problems raised by the user
  • Production support AXIOM
  • Liaise with the Regulatory reporting team and provide functional expertise and consultative support
  • Prepare the expected results and do the follow-up during the testing phase
  • Facilitate the communication between users and IT
  • Maintain the procedure manual for the Finance Support Team
  • Manage the opened items and coordinate the release in production
  • Production support LAP
  • Liaise with the LAP user community and provide functional expertise and consultative support to users
  • Investigate and resolve application and process problems raised either by the user community or linked batch report issues
  • Facilitate the communication between team members, business units , IT and PMO organization in New Jersey, London and Mumbai
  • Quality assurance & non-discretionary projects
  • Participate to the LAP QA review
  • Participate to any ad hoc requests
  • Minimum 3 years of work experience in the field of accounting and / or accounting system and / or implementation in the financial services industry
  • Knowledge of regulatory environment (US and/or Canada) and reporting tools
  • Bachelor's degree Finance/Accounting, IT, or both
  • Understanding of Corporate Banking and/or Capital Markets products
  • Ability to understand financial products and system architectures, including accounting business processes including financial and management reporting (IAS and US GAAP), month-end closing process, regulatory reporting, entity consolidations and multi-currency accounting
  • Limited travel from Montreal to NY/JC expected during the project phase

Nice User Support Analyst Resume Examples & Samples

  • Experience working with the NICE call recording platform; knowledge of NICE functionality and capabilities is required
  • Excellent knowledge of Travel call flow and types to support category development for various NICE capabilities (RTAM, IA, RTS)
  • Experience working with Technologies in support of project delivery (delivering new capabilities, file feed enhancements etc.)
  • Outstanding project and process management skills, ability to manage complex programs: Proven ability to handle multiple priorities simultaneously as well as frequent ad-hoc requests
  • Superior communication, collaboration and influence skills with all levels
  • Strong drive for results and will to win
  • Experience working with third party vendors a plus

Functional Analyst / User Support Resume Examples & Samples

  • Experience supporting an application development team
  • Experience providing Tier 2 support to customers
  • Experience using ESMT, ServiceNow, and JIRA
  • Experience with hourly manual monitoring
  • Experience providing Tier 3 support desired
  • 3-5 years of directly related experience supporting help desk operations

Associate User Support Center Agent Resume Examples & Samples

  • Act as a single point of contact for resolution of technology-related issues
  • Document customer requests in call tracking system
  • Support network and e-mail connectivity, computer operating systems, hardware and software, internally developed applications, mainframe and midrange operations. Interact with customers and co-workers to diagnose and resolve problems
  • Troubleshoot, analyze, resolve, track, escalate and accurately document various technical problems
  • Support feature, functionality, and usage of specific application
  • Troubleshoot basic software and hardware problems
  • Provide L1 technical support of low complexity
  • Adhere to established policies and procedures
  • Make sound business decisions, under direction by following documented procedures
  • Associate degree in Computer Science or a related discipline preferred, and at least one year of experience in IT or related field or an equivalent combination of education and work experience
  • Strong customer service skills, enthusiasm and desire to learn with Good problem solving skills and decision making ability
  • Technical aptitude with PC literacy skills with an ability to learn and apply technical information in a fast-paced, demanding work environment. Basic knowledge of Windows Operating Systems
  • Strong written and verbal communication skills along with effective listening skills
  • Ability to follow policies and procedures; attention to detail. Self-motivation and organization

User Support Coordinator Resume Examples & Samples

  • Candidates should have previous experience in user system support including outstanding communication skills, strong work ethic, great attention to detail, and exceptional customer focus
  • Fluent in written and spoken English, Spanish, and Portuguese
  • A passion for customer service
  • Excellent written and verbal communication skills to ensure quality of product and service on a regular basis as candidate will communicate with the customers (internal & external)
  • Prior experience in a production application support role troubleshooting, analyzing and providing root cause analysis
  • Excellent interpersonal, analytical and problem solving skills
  • Strong sense of initiative and pro-activeness
  • Proven competence in owning tasks, follow through, sharing information, and contributing to a collaborative environment
  • Proven ability to work independently, efficiently exercising good judgement under deadline(s)
  • Strong conceptual and process-focused thinking abilities
  • Resourcefulness and flexibility to adapt to Apple’s changing business needs
  • Ability to work an issue from various angles, ask for help when needed, and see a problem through until it is resolved
  • Must be flexible and willing to work weekends, some holidays and rotating on-call schedule
  • Be dependable and reliable – follow-up quickly and consistently
  • Demonstrate a positive and approachable demeanor
  • Actively practice teamwork, working within the Sales organization and throughout other parts of the company to achieve results
  • Take initiative and challenge the status quo
  • Deliver more than the customer expects
  • Drive for results
  • Mac experience

Helpdesk / User Support Specialist Resume Examples & Samples

  • The contractor will provide telephone help desk and on-site support to end users
  • Provide assistance in using hardware and software
  • Perform help desk functions, such as answering and responding to user phone calls (password resets, network

User Support Specialist Resume Examples & Samples

  • Effectively utilizes enterprise deployment tools such as SCCM, KACE, LanDesk or similar, and enterprise imaging tools such as Ghost, MDT or similar
  • Provides basic network support and troubleshooting services
  • Identifies and repairs hardware issues affecting desktops, laptops and printers
  • Maintains and integrates specialized equipment including projectors, scanners and AV control solutions
  • Performs other related duties as required

User Support Coordinator Resume Examples & Samples

  • Support tactical procurement and Category Management activities
  • Provide operational support to internal and external stakeholders
  • Stake holder management
  • Aid negotiation and subsequent Downstream Contract Management of Contract
  • Monitor contracts and supplier performance
  • Experience in a corporate environment (preferably in a procurement environment) managing multiple stakeholders
  • A self-starter, able to work independently to achieve multiple tasks
  • Excellent communicator across a varied audience
  • Needs to be numerate and IT literate and have experience of using the Microsoft Business Suite (Word, Excel, PowerPoint)
  • Needs to be highly motivated and possess strong interpersonal skills
  • Ability to multi-task, plan and organise effectively

User Support Technician Resume Examples & Samples

  • Hardware and Software Troubleshooting
  • Bachelor's degree in Business or Technology related field or 2 years work experience with PC and Macintosh computers
  • One year experience in user support / customer service

Manager, User Support Specialists Resume Examples & Samples

  • Successful completion of a full 4-year course of study in an accredited college or university leading to a bachelor's or higher degree in a major such as computer science, information technology, or related; OR appropriate combination of education and experience
  • 5 years' experience in consulting, project management, training, technical support, or user service, in an information technology environment or other relevant experience required
  • Work history demonstrating increasing levels of responsibility and leadership
  • Experience as both an end-user and administrator in service areas such as user support, desktop support, help desk management, and documentation or other relevant experience required
  • Please see information highlighted below
  • Experience managing employees in an IT environment, highly preferred

Sharepoint User Support Analyst Resume Examples & Samples

  • 3 years of experience in a professional work environment
  • Experience with troubleshooting and resolving tier 1 and 2 issues
  • Experience with properly documenting incident and service request details and prioritizing trouble tickets
  • Experience with using SharePoint 2010 and 2013 in a professional setting
  • DoD 8570.01–M IAT Level II Certification, including Security+ CE
  • 2 years of experience with troubleshooting site and sub site content, roles, and permissions in SharePoint 2010 and 2013
  • 2 years of experience with trouble ticketing systems, including Remedy
  • 1 year of experience with managing Active Directory user accounts, requests, and permissions
  • Experience with providing Web support, including troubleshooting Internet Explorer compatibility and Microsoft Office SharePoint integration issues
  • Experience with utilizing SharePoint Designer
  • Experience with SharePoint content management and workflows

User Support Technician Resume Examples & Samples

  • Prioritize and manage daily schedule related to resolving and documenting customer support issues. Respond to incoming requests in a timely manner, track 100% of all customer contacts, research questions and issues and resolve each interaction into Service Desk with customer satisfaction
  • Diagnose and resolve PC-related problems
  • Perform and maintain PC services including hardware and software upgrades
  • Utilize sound diagnostic techniques to troubleshoot or research technical problems reported by users
  • Follow verbal and written procedures for escalating support requests to other staff members
  • Perform back-up procedures for assigned files; coordinate restoration and retrieval of files as needed; maintain all files in an accurate and efficient manner
  • Inventory control and tracking of hardware including PC’s, thin clients, terminals and equipment; requisition supplies as required; replace equipment for users as approved
  • Evaluate, test and implement new PC’s, operating systems and application software solutions
  • Maintain PC/LAN/WAN records of company hardware and software
  • Accurately record all information regarding end user incidents or requests into the BHC Service Desk
  • Keep abreast of technical changes in PC/LAN hardware and software by reviewing and studying vendor technical documentation, educational materials, and industry publications to enhance technical skills. Make recommendations for implementation of those that can be effectively applied
  • Support BHC Information Technology and BHC goals and objectives
  • Travel to business units for technical support as necessary
  • Continuously develop competency with company systems and applications
  • Ensure that a work order is created for every support request that you resolve or escalate
  • Partner with the business in order to provide the highest levels of support
  • Comply with policies, procedures and controls related to Sarbanes-Oxley or other regulatory frameworks
  • On-call support required on a rotation basis
  • Identifies trends and informs team members and/or makes recommendations as appropriate (e.g., system errors, user problems, etc.)
  • Minimum 2 years of technical experience preferred
  • A combination of experience and training that would provide the required knowledge includes
  • Personal computer hardware repair and/or troubleshooting
  • Windows-based workstations and related peripherals
  • Microsoft Windows, Mac, IOS operating systems and TCP/IP environments
  • Avaya/Cisco phone systems
  • Working knowledge of application software such as Microsoft Office, Microsoft Project, Acrobat, and Visio. (Helpdesk)
  • Wireless devices such as aircards, cell phones, BlackBerries, etc
  • Must be proficient in working with Windows and some Mac experience
  • Demonstrated knowledge of networking technologies for implementation, maintenance, and problem resolution
  • Administration of Windows-related operating systems, architecture and troubleshooting techniques desired
  • Basic knowledge of Microsoft Office, Citrix and Active Directory desired
  • Knowledge of basic troubleshooting techniques for Blackberry/Air card, Canon/HP Printers, etc
  • Ability to work with a variety of stakeholders including consultants, users, technical personnel and business users to resolve problems in a timely and effective manner
  • Strong attention to detail skills resulting in a high degree of accuracy and minimal rework in tasks performed
  • Ability to manage several tasks simultaneously & sound business sense in prioritizing activities
  • An aptitude for customer service skills such as taking ownership, sense of urgency, promoting a positive work environment, and dependability especially when providing support
  • Experience using a Service Desk software preferred
  • Ability to work in a fast-paced, changing environment
  • Ability to develop and maintain positive and effective working relationships with a wide range of employees, managers, vendors and professional organizations
  • Ability and willingness to work extended hours or a modified schedule to support planned activities or emergency situations
  • Outstanding customer service and interpersonal skills
  • Ability to work both independently as well as part of a team environment
  • Ability to communicate clearly with technical and non-technical audiences, both verbally and written
  • Ability to maintain composure under pressure
  • Ability to keep information confidential

Manager User Support Help Desk Resume Examples & Samples

  • Hire, schedule, and manage User Support Help-desk staff
  • Plan and recommend annual merit increases
  • Lead and organize employees on setting annual performance plans
  • Perform annual performance reviews with employees
  • Monitor and manage logged calls into the Help Desk Tracking System
  • Provide third tier hardware assistance and support to employees
  • Provide third tier software assistance and support to employees
  • Interact with corporate management on providing user support for them and their teams
  • Troubleshoot and escalate issues to Technical and Network support Team if unable to resolve
  • Monitor open issues from tracking and voice mail systems; escalate if not resolved on a timely basis
  • Measure customer satisfaction through feedback and periodic customer surveys
  • Lead process improvements to user support to enhance customer satisfaction
  • Alert management to emerging trends in incidents
  • Manage mobile devices and provisioning, MDM software, and mobile plans
  • Provision and manage mobile devices for retail stores
  • Manage software security patching process of user computers
  • Track user computer software license entitlement and deployment
  • Train User Support staff on both telephone and e-mail to ensure courteous, timely and effective resolution of store issues
  • Insure that staff documents all pertinent end user identification information, including name, contact information and nature of problem or issue as well as resolution information
  • Work with vendors to recommend desktop hardware and software solutions
  • Negotiate pricing with vendors on desktop hardware and software
  • Issue purchase orders to vendors for needed hardware and software
  • Manage mobile devices such as tablets and phones including hardware and plans
  • Miscellaneous daily or weekly tasks as necessary
  • BS degree in the field of computer science and/or seven years equivalent work experience
  • Minimum three years experience managing a high performing fast paced helpdesk / call center support team
  • Experience planning and leading projects related to the User community
  • Extensive knowledge of Windows Operating systems
  • Knowledge of Apple Operating systems
  • Knowledge of Windows Domain and ability to manage users in a Windows environment
  • Strong understanding of Active Directory Groups and Policies
  • Interact with vendor hardware support depots for replacement hardware for POS
  • Extensive knowledge of Microsoft Office
  • Knowledge of Office 365 / Outlook licensing and administration
  • Strong understanding of Antivirus practices on computers in a corporate environment
  • Extensive knowledge of Microsoft Licensing Principles
  • Strong knowledge of third party licensing such as Adobe
  • Experience with managing vendor licensing audits
  • Strong asset management skills
  • Knowledge of cellular plans and best practices for a corporate environment
  • Ability to perform multiple tasks
  • Ability to trouble shoot and resolve issues
  • Team player with a propensity to project a positive attitude
  • Willingness to work a flexible schedule
  • Manual dexterity sufficient to operate a computer keyboard, mouse and other computer components
  • Requires normal range of hearing and vision
  • Available for periodic travel- less than 10% on average
  • Extensive knowledge of computer hardware and peripherals

Technical User Support Analyst Resume Examples & Samples

  • 1+ years of experience in a support center or call center technical support (preferably in a helpdesk) environment
  • Certification preferred but not required in A+ Cert and/or any MS Certified Professional from the MCSE track or HDI certification
  • Accountable for consistently delivering excellent customer service, while striving to exceed standard levels of service and support
  • Answer and resolve inbound technology related (both non-technical and technical) calls at a large corporate help desk, efficiently and professionally, in a high volume call center
  • Must be a strong communicator and able to translate technical knowledge to any level of user
  • Collaborate with internal resources to resolve complex technical issues. (i.e. KB, Group Chat, Google, team members, etc.)
  • Accurately, quickly, and efficiently type and record all interactions with users in our incident management tracking tool
  • Meet or exceed statistical metrics regarding; ticket and call quality, first call resolution, call handle time, and daily schedule adherence
  • Adhere to policies and procedures regarding the safeguarding of protected company information
  • Work logically under pressure, in a changing environment, and deal successfully under stressful situations
  • Use of a knowledge base (over 7,000 articles), and when necessary provide feedback and/or update or create technical documentation for publication in knowledge base
  • Onboarding/training
  • New tech training (first 5 to 8 weeks) will be Mon-Fri 8am-4:45pm
  • The post training shift will be discussed during the interview process but flexibility is important as the shift could likely include evenings, but every post training shift will be submitted with the candidates contract offer
  • Work in a low-wall cubicle environment with wireless headsets in moderate noise levels

User Support Technician Resume Examples & Samples

  • IS Helpdesk support (On rotating basis with some after-hours coverage)
  • Windows 7 & 10 experience required
  • Knowledge of Laptop/Printer Hardware
  • Networking skills a plus
  • PC/Laptop build experience
  • Active Directory and Microsoft Exchange experience required
  • Ability to troubleshoot and solve PC/Network problems quickly and accurately
  • Ability to be an active participant and contributor on a professional IS Support Team
  • Excellent communication skills, telephone support skills, and interpersonal skills required with a customer service focus
  • ServiceNow experience desired
  • MacOS experience desired
  • Mid-level position, all relevant experience considered, PC support experience required
  • 3+ years’ experience in IS helpdesk support
  • Strong troubleshooting and technical skills
  • Ability to follow outlined processes and procedures

User Support Principal Analyst Resume Examples & Samples

  • Execute direction to team of PC Support Technicians, Technical Support Analysts and Dispatched Technicians
  • Apply systems, techniques, and procedures, provide support to users, and consult with users and the business on their needs and specifications
  • Work across teams to deliver solutions to users and the business
  • Optimize processes for installation, configuration, and maintenance of computers and peripherals
  • Analyze, troubleshoot, and resolve system hardware, software, and networking issues related to computers that can not be resolved by level 1 support services
  • Maintain an electronic software license management system to minimize paper-based record keeping
  • Maintain electronic records of I.T. inventory
  • Make recommendations for improving customer support operations
  • Use systems and devices provided, such as desktop management, imaging, deployment, and inventory systems to turn around service issues as efficiently as possible
  • Provide second-level support for all computing infrastructure issues, with a goal of meeting metrics aligned with I.T. User Services’ goals
  • Assume ownership of assigned I.T. user service requests, and assure that service requests are handed off to higher tiers of support, if needed, in a smooth and organized fashion
  • Provide high-quality and timely communications to I.T. customers during the service process, using frequent verbal and written communications
  • Maintain a record of service issues including timely updates using an I.T. ticketing system
  • Maintain and project a professional attitude toward I.T.’s customers at all times and in all circumstances
  • Assure that all service requests within the group are handled in a timely manner, to the satisfaction of I.T.’s customers
  • Provide alternatives when necessary in order to meet customer’s business requirements
  • Provide support to the I.T. Help Desk and other I.T. personnel as needed
  • Provide documentation and training to IT Support Teams
  • Advise the Manager – IT User Services on technical issues and make recommendations on technology within his or her area of expertise
  • Perform the primary thinking encompassed by this job description
  • Comply with all Company policies and procedures
  • Fully support Company goals of continuous improvement and operational excellence at strategic and tactical levels including reviewing area of responsibility for improvement opportunities to initiate projects or communicate ideas to management as well as active participation on project teams
  • Any additional responsibilities or task as assigned
  • Familiar with broad range of computer operating problems and solutions. Strong background in computer repair and support
  • Strong background in administering, creating packages, and deploying changes using Microsoft System Center Configuration Manager
  • Highly developed customer service and problem solving skills
  • Helpful and patient attitude
  • Energetic and positive attitude
  • Self-starter, yet willing and able to take and execute direction when needed
  • Seeks to expand knowledge and grow in position
  • Able to follow directions, complete assignment on time, and have the ability to effectively communicate with all levels of the organization, including executive positions
  • Background of leading successful teams in the area of I.T. support
  • Microsoft MTA – Infrastructure or equivalent preferred
  • Minimum of 3 years of experience with Microsoft System Center Configuration Manager as a system administration
  • Minimum of 10 years of experience in on-site computer support
  • Minimum of 3 years of experience in leading highly effective support teams

User Support Specialist Oracle Glprod & VCP Resume Examples & Samples

  • Specialist in GLPROD and VCP applications and linked
  • Responsible for the validation of all applications linked to GLPROD and
  • Experience with Windows-based desktop technologies

Technical User Support Analyst Resume Examples & Samples

  • Resolve technology-focused client inquires (technical & non-technical)
  • Provide phone, email, chat or service desk based technical support for IT services consumed by Medtronic users, including
  • Software (internally developed applications, productivity applications, computer operating systems, and internet applications)
  • Hardware (printers, desktops, laptops, drivers, monitors, and Mobile devices)
  • Use experience, knowledge, and resources to facilitate effective resolution of issues by understanding user needs and delivering both technical and non-technical solutions to enable user productivity
  • Identify and engage proper escalation resources when first level resolution is not possible
  • Prioritize issues by assessing the business impact of problems based on Business Unit criteria and SLA’s
  • Interact with internal and/or external escalation resources to resolve complex technical issues
  • Document pertinent information about all incidents and resolutions
  • Create and update knowledge base content to improve service to users including: written procedures, tips, reports, and other support related material
  • Acquire and maintain knowledge on IT services and solutions through individual learning, team training, and various experiences in order to ensure optimum resolutions for users
  • Recommend IT services and solutions as appropriate to best meet user requirements
  • May work on projects or tasks to develop and/or address technology or process improvements, customer service, training, knowledge transfer, reports, and documentation
  • May develop and deliver technical and process training to staff members
  • May coordinate communication and troubleshooting to determine impact of major system outages which effect the global organization
  • Other responsibilities and tasks as assigned by management
  • Minimum 2 years’ experience in a helpdesk or call center environment
  • 3+ years’ experience in an IT Support environment
  • Windows 7 and above
  • Microsoft Outlook 2010 and above
  • Microsoft Office 2010 and above
  • Remote management tools
  • Active directory administration
  • Virtual private network
  • Web-based applications
  • Wireless networking
  • Mobile Handheld Devices – (such as BlackBerry, iPhone, iPad, Android)
  • Customer service: Client-oriented telephone and email/chat abilities which grant the ability to respond quickly, competently and patiently to client requests
  • Communication: Excellent oral and written communication, ability to communicate complex technical information to non-technical audiences
  • Problem-solving: Gathering information, analytical thinking, troubleshooting, offering quality solutions
  • Interpersonal: Conflict resolution, team work
  • Adaptability: Works logically under pressure, can work in a changing environment and deals successfully with stressful situations
  • A+ Certification and/or any Microsoft Certified Professional from the MCSE track preferred
  • Apple Certification(s)
  • ITIL Foundation (or higher) Certification preferred

Mortgage User Support Resume Examples & Samples

  • Agents provide mortgage staff with solutions related to navigation of mortgage applications, ongoing defect fix releases, product guidelines, system outages, hardware/software issues, password resets and login issues
  • Solutions may be associated with procedures, data entry in mortgage applications, system performance times, loan maintenance, training needs, or guiding the user to the appropriate specialized team for answers
  • Requests for assistance may be presented via incoming phone calls, shared e-mail box, and pager
  • Staff also represents the User Support team on various projects, future enhancements, and tracks issues during production system updates
  • Solid mortgage experience prefer experience with mortgage originations
  • Strong troubleshooting skills
  • Ability to communicate effectively and professionally – verbal and written
  • Basic Computer skills (working with and creating folders and folder structure, Microsoft Office Products, etc.)
  • Call Center Experience
  • Technical Support

IT User Support Analyst Resume Examples & Samples

  • Configures, installs, monitors and maintains IT users’ desktop software and hardware; supports mobile workforce
  • Provides consultation to IT users for all aspects of moderately complex end-user computing and desktop-based LAN systems software
  • Provides technical support and guidance for moderately complex issues, through Tier 2 support and works with vendors to resolve Tier 3 issues
  • Responsible for documenting solutions to problems. Provide on-site training to users
  • Evaluates, maintains, modifies (e.g., creates macros, templates) and documents moderately complex desktop application packages, participates in the testing and evaluation of new desktop packages
  • Consults with and makes recommendations to IT users on selection of hardware and software products to address moderately complex business requirements
  • Management of web pages and hyperlinks, support for multi-media content, file management for internet published media, tracking and reporting usage of technology and providing general technical support for content providers
  • Implementation and maintenance of single- and multi-user applications for a department / college / campus
  • Implementation of server hardware platforms and operating systems
  • Local technical support concerning system software and utilities
  • Administration and control of data and/or voice networks
  • Problem diagnosis procedures and problem request reporting and monitoring tools
  • Selection, acquisition, installation, configuration, trouble-shooting, maintenance and/or repair of end-user devices (pc’s, printers and other peripherals, pda’s, etc.)
  • Installation, configuration and ongoing maintenance of desktop operating systems
  • Installation, configuration and ongoing maintenance of end user infrastructure services; file sharing, print sharing, identity management, centralize device management, and automated remediation
  • Installation, configuration and user assistance with university-supported desktop software applications
  • Communication and monitoring of university-wide and departmental data security standards. May include responsibility for administering access to departmental data or hardware assets
  • Communicate effectively, orally and in writing, with technical and non-technical users to elicit information necessary to resolve problems
  • Establish and maintain cooperative working relationships with end users, colleagues, and technical staff
  • Manage time and resources and effectively balance multiple priorities
  • Installation, configuration and ongoing maintenance of end user device infrastructure services
  • Communication and monitoring of university-wide and departmental data security standards
  • Administering access to departmental data or hardware assets

Senior User Support Analyst Resume Examples & Samples

  • At least 3-5 years of experience in a customer service role, with excellent interpersonal skills, communications abilities and telephone manner
  • At least 5 years of IT experience
  • At least 3 years of experience in the laboratory/pharmaceutical industry, in system or application support, or related areas. Good understanding of clinical development processes
  • Ability to work independently, under pressure, demonstrating initiative and flexibility through effective leadership ability
  • Demonstrated skills in computing, understanding software packages, internet connectivity and related IT processes
  • Expert knowledge with PC/workstation based LAN systems, hardware and tools, client functions and applications
  • Excellent attention to detail and quality focused
  • Strong team work, organizational, analytical and problem solving skills
  • Strong negotiation, diplomacy and vendor management skills
  • Ability to work calmly in a pressurized environment
  • Experience in coordinating projects and ability to represent Navigate Lab Operations in cross-functional project teams
  • Ability to work in a controlled environment and adhere to internal and external regulations and processes. Good understanding of GxP and regulatory requirements, including 21 CFR part 11 guidelines

Head of Business Intelligence User Support Resume Examples & Samples

  • Daily management of your team and participation in the BICC leadership team
  • People development with focus on personal and professional competencies
  • Optimising current and new BI support processes
  • Handling change and incident management in close cooperation with Danfoss IT
  • Maintaining existing and building new BI super user networks across Danfoss
  • Participating in implementing the new BICC perspective supporting the Danfoss digitalisation and growth agend

Technical / User Support Resume Examples & Samples

  • Advanced level of knowledge required in addressing a broad range of issues with Windows and Macintosh computers and applications (including multi-OS), network connectivity issues and computer imaging technologies
  • Capable of independently analyzing, prioritizing and resolving a wide range of users’ technical issues within high-volume work environment while meeting high level service expectations
  • Demonstrated dedication to supporting teamwork within the group
  • Superior written, oral and interpersonal communication skills with a strong dedication to customer service, and a well-developed understanding of IT service delivery
  • Excellent organizational skills, attention to detail, and follow-through
  • Part of a team that is available 24x7 for emergency support

User Support Technician Resume Examples & Samples

  • Researches, diagnoses, troubleshoots, and identifies solutions to resolve customer issues
  • Talks staff through a series of actions, either face-to-face, over the phone or via chat, to help setup systems or resolve issues
  • Leverages the use of IT Remote support tools to assist with end users with helpdesk issues
  • Accurately records customer requests/issues in the tracking system of record
  • Monitors queue of open tickets, provide prompt and accurate feedback to customers
  • Provides professional, complete, well formatted and consistent customer communications
  • Builds computers from standard images enforcing established security standards
  • Installs and configures computer hardware operating systems and software (includes multiple platforms – Windows & Macintosh)
  • Proactively seeks to exceed customer expectations leading to high customer satisfaction ratings
  • Works to constantly improve call handling and resolution processes
  • Documents knowledge/support materials (ex. FAQ’s, KB’s), create/maintain procedural documentation to aid in call reduction
  • Provides expert advice to peers and project teams on the Windows and Mac platforms Interfaces with vendors regarding the warranty and repair of Windows and Mac systems
  • Tests/Evaluates new technology; assist with researching and acquiring hardware and software solutions for the enterprise
  • Prepares Statistical/Operational reports
  • Maintains User Services Web Pages
  • Keeps abreast of technology and provides recommendations to improve end user support and operations
  • May train/mentor more junior employees
  • Bachelor’s degree or technical degree preferred; Prior technical support experience will be considered in lieu of a degree
  • Minimum of 3-5 years experience in Help Desk/Technical support with particularly strong knowledge of Windows and Macintosh troubleshooting, a basic understanding of networking essentials and strong customer service and communication skills Excellent listening and questioning skills, combined with the ability to interact confidently with users in order to understand the reported issue and communicate the resolution
  • Good understanding of Windows & Mac platforms, laptop troubleshooting, and peripheral support
  • Experience installing, supporting, and maintaining Windows and Macintosh hardware and software, including but not limited to

Help Desk / User Support Specialist Resume Examples & Samples

  • Take incoming customer requests over the telephone, log calls in HP Service Center, and resolve the technical issues in a timely manner
  • Meet SLAs in a high volume call center environment
  • Utilize solid MS application experience to troubleshoot customer issues
  • 3+ years of IT Helpdesk / User Support, preferably in a high volume IT call center environment
  • 2+ years of hardware experience working with a variety of Intel based PCs, laptops and servers, network printers, and mobile phones/devices
  • 2+ years of software experience including Windows XP/7, MS Office (including Outlook), MS Exchange, Citrix, Remote Desktop including Windows XP/7 Remote Assistance feature in SMS, TCP/IP

Computer User Support Specialist Resume Examples & Samples

  • Manage Desktop Devices (hardware, software and connectivity) incidents through to resolution which includes both Microsoft and Apple devices
  • Manage hard and soft break fix services for laptops and desktops
  • Provide standard and approved hardware and software support and maintenance on Desktop Devices for their entire lifecycle (including the remote management of Desktop Devices using appropriate tools)
  • Support, Manage, Optimize and Maintain the configuration and installation of the Desktop, to include, but not limited to, patch updates, image updates, and hardware replacements
  • Analyze Service Desk calls for Desktop Devices and incident data to identify and advice Customer of any potential user training requirement and automation
  • Deploying new systems and providing break/fix support for physical systems and virtual systems for supported departments
  • Maintain imaging and application deployment processes which may include but not limited to uploading drivers, creating application packages, modifying task sequences through System Center Configuration Manager
  • Monitor compliance on all Desktop Systems that includes Antivirus, Encryption and any Microsoft and 3rd party security patches and updates

Manager, IT User Support Resume Examples & Samples

  • Managing small team of IT User Support Technicians, both in the Irvine headquarters and a few other offices in the United States, providing guidance on day-to-day tasks, and internal projects
  • Managing help desk ticketing system, ensuring tickets are assigned to team members in timely manner and tickets are worked and closed in a timely manner
  • Performing staff reviews, participating in staff recruiting and training efforts, and maintaining team moral
  • Troubleshooting reported network and server issues, resolving as much as possible and escalating other to the appropriate IT team as necessary
  • Ability to troubleshoot tier 2 and 3 support issues, both personally and to assist team members
  • Personally providing support to end-users, responding to users’ questions regarding computer systems, phone systems and other technical needs
  • Assisting users with network connectivity issues, VPN, printers, email, security, mobility devices and computer performance
  • Performing installation and maintenance of computers or computer-related hardware and software applications
  • Developing IT policies, procedures and standards and ensuring his team and end-users follow them
  • Top notch troubleshooting abilities
  • Ability to self-manage and prioritize multiple tasks is essential
  • Strong technical skills and experience on a variety of computing platforms
  • Strong Windows 7, Office 2010, and Outlook skills
  • 8+ years of experience in all facets of IT end-user support
  • 2+ years as manager of IT end-user support (Help Desk) team
  • Strong laptop support experience
  • Ability to work with all levels of management, including supporting executives
  • Experience working with help desk ticketing systems
  • Experience with imaging solutions, remote software, and Microsoft SCCM a plus
  • Some experience with networks, servers, client-server environments, telephony, mobile devices, online conferencing service and IP networking is desirable
  • Bachelor’s degree and/or work experience and technical training certification (A+ certification, Microsoft Certified Professional)
  • Other certificates such as MCSE/ITIL are a plus

User Support Analyst Resume Examples & Samples

  • Answers questions and fixes problems dealing with Voice/Data Communications
  • Answers questions and fixes problems dealing with maintaining the Security Systems
  • Answers questions and fixes problems dealing with PC Hardware
  • Answers questions and fixes problems dealing with Printing-Questions and Problems
  • Answers questions and fixes problems dealing with Teller System
  • Answers questions and fixes problems dealing with PC Software
  • Answers questions and fixes problems dealing with passwords
  • Answers questions and fixes problems dealing with Host Applications
  • Working knowledge of Microsoft Office Products, Lotus Notes, BRIDGE, Windows 7, Windows Server 2008, Atlas Sales and Service, and Atlas Teller
  • Overall Knowledge of all major banking applications, with a good knowledge of at least 1 or more applications
  • Customer service
  • High school education

Senior User Support Specialist Resume Examples & Samples

  • Minimum of a Master’s degree, or equivalent experience, in a related technical, scientific or engineering discipline
  • Possess strong system administration skills (Linux, Windows, macOS)
  • Ability to communicate with and understand the complex requirements of scientists, engineers and professional staff in the deployment of high performance computing solutions
  • Ability to analyze, optimize and debug user codes
  • Knowledge of multiple computer languages (FORTRAN, C, C++) in a UNIX environment
  • Ability to write professional, quality documentation and correspondence
  • Ability to utilize standard office productivity software
  • Knowledge of scalable parallel software development methodologies including MPI, OpenMP, CoArray Fortran, and/or pthreads
  • 10+ years of experience providing user support or code development support in a high-performance computing environment
  • Experience in conducting workshops and/or tutorial sessions for users
  • Ph.D., or graduate courses beyond Master’s level in a physical science discipline
  • Experience with advanced processor technologies (GPU, MIC, etc.)
  • ITIL certification
  • PMP certification
  • Technical certification(s) (RHSA, A+, Network+, etc.)

User Support Specialist Resume Examples & Samples

  • Bachelor’s degree plus three (3) years of experience, in telecommunications and computing
  • Equivalent education, experience and/or training, may be substituted for the degree requirements
  • Must be able to demonstrate telecommunication skills, possess knowledge of the principles and practices of telecommunications systems planning, and have knowledge of the methods and techniques involved in the design, installation and operation of network communications systems, both wired and wireless
  • Working knowledge of Cisco CATOS and IOS required
  • Experience in local area networks (LANs), cable engineering, and configuration of Cisco and Juniper devices
  • Excellent customer service, written and verbal communication skills, are a must
  • Working knowledge of Juniper JUNOS
  • Certified in local area networks and cable engineering, and Cisco Certified Network Associate (CCNA)
  • Juniper Networks Certified Associate – Junos (JNCIA – Junos)
  • Experience with or knowledge of network management systems (HP Openview, Nagios), configuration management software (Network Configuration Manager), IPAM Software (Infoblox), work order ticketing systems, log analyzer software

User Support Analyst Resume Examples & Samples

  • System and Application Security Administration Responsibilities for the entire organization enterprise-wide (about 90% of time)
  • Ability to conduct research into IT operational issues, standards and products as required
  • Possess 5 years of SAP Application support experience
  • Basic SAP functional competencies in two or more of Plant Maintenance, Materials Management, Production Planning, Sales & Distribution or Human Resources
  • Exposure to SAP Business Warehouse or Web Publishing and Document Management is a major plus for this candidate
  • Hands-on experience with SAP 4.6 or greater
  • Knowledge of Microsoft Windows Products including Office 2010, Visio and other desktop support software. Basic understanding of IT operations, principles, and practices
  • Good understanding of security administration, security provisioning processes and systems
  • Hands-on troubleshooting experience
  • Experience with data processing flowcharting techniques

User Support Specialist Resume Examples & Samples

  • Support and help administer cloud-based systems, including Office 365’s email, storage, and instant messaging applications
  • Provide frontline technical support for hardware, software, and network issues using a variety of contact methods (phone, email, chat, in-person, etc.)
  • Troubleshoot problems with email flow, mailbox permissions, shared resources, and other related issues
  • Create and manage accounts in Active Directory and Office 365, sets permissions including overseeing account synchronization between systems
  • Work with the Help Desk system to update the Help Desk database and act on user requests assigned by the Help Desk Team Lead in a timely and efficient manner
  • Work shifts on the Help Desk, providing front line technical support
  • Install, maintain, upgrade, and troubleshoot hardware and software packages and operating systems on college owned computers including Macintosh and Windows based PC’s
  • Provide hands-on, individual and small group training on Office 365 and other cloud-based systems
  • Write documentation including training materials, instructions for Help Desk-related procedures, and Help Desk “tips” or “how-to’s”; update the Help Desk knowledge base
  • Earn and maintain current certification on related products

Associate Help Desk / User Support Specialist Resume Examples & Samples

  • Provide outstanding customer support assistance via phone and email in Windows XP/7 and MAC environments
  • Take incoming customer requests over the telephone, log calls in Peregrin Service Center, and resolve the technical issues in a timely manner
  • Provide extensive support to remote customers utilizing Citrix and troubleshoot remote access problems effectively
  • Perform some network administration tasks, including creating new users, assigning rights, resetting passwords, etc
  • High School Diploma or GED and 2+ years of IT related experience troubleshooting hardware, software, and connectivity issues
  • Direct interaction with customers and clients in a corporate environment
  • IT Helpdesk / User Support, preferably in a high volume IT call center environment
  • Hardware experience such as experience with a variety of Intel based PCs, laptops and servers, network printers, and/or mobile phones/devices
  • Software experience such as experience with Windows XP/7, MS Office (including Outlook), MS Exchange, Citrix, Remote Desktop including Windows XP/7 Remote Assistance feature in SMS, and/or TCP/IP
  • Knowledge of a Ticketing System
  • Highly skilled in multi-tasking
  • Critical thinking skills and ability to troubleshoot
  • Impeccable attendance record
  • MS Certified Desktop Support Technician (MCDST) and MS Certified Systems Administrator (MCSA)
  • HDI Customer Support Specialist Certification (CSS) or HDI Help Desk Analyst Certification (HDA)

User Support Group Manager Resume Examples & Samples

  • Delivering a best-in-class user experience in support of the ESIF mission
  • Leading the ESIF User Program to define, update, and maintain ESIF processes and systems
  • Defining and developing the User Program operational policies, procedures and reporting metrics
  • With input from ESI management and the Laboratory Program Manager, developing and applying ESIF Research user calls and capabilities based on RD&D priorities
  • Working with NREL Communications to develop press releases, partner posters, fact sheets, and other materials to promote the ESIF User Program
  • Addressing user concerns or issues and collecting feedback
  • Providing oversight and administration for the user program, including the development and advertisement of periodic calls for proposals, participation in the proposal review and resource allocation processes, management of user access and training, as well as user surveys and reporting
  • Working with other programs and groups throughout NREL to integrate systems and processes
  • Technical monitoring, oversight, and project management of the User Program portfolio, including any subcontracts and work for others agreements associated with those projects
  • Participating in the ESIF strategic and capital planning processes
  • Coordinating Work for Others (WFO) projects including milestone, budget, and deliverable tracking
  • Coordinating with NREL Communications and OCIO
  • Background working in or with User Facilities
  • Background managing budgets
  • Knowledge of CRM, Salesforce
  • Background in subcontracting
  • Background managing software solutions implementation
  • Background in process definition and process improvement
  • Experience in facilitating project technical reviews and strategy workshops