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Support Analyst Resume

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Franklin, TN

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TECHNICAL SKILLS:

Technology and Tools: Windows 7, Windows Vista, Windows XP Microsoft Office Pro / Outlook Windows Server 20008, 2003, 2000, Netware 4.1, AIX 4.1 Microsoft SQL Server 2000 and 6.5, Microsoft Exchange 5.5, My - SQL Microsoft Active Directory, SCCM, Citrix XenApp McAfee Endpoint Encryption, Symantec Endpoint, PGP, Raptor Firewall, Enterprise Norton AntiVirus and Ghost, Veritas Backup Exec VPNs Cisco, Enexity, Nortel, Microsoft and Wireless Networking Virtualization - Virtual PC, VMWare, Citrix Remote Access Logmein, GoToAssist, RDP, Enexity, DameWare, Net Meeting, pcAnywhere, WebEX Remedy, I3, BMC Service Desk Express(Remedy), CTI Agent Toolkit, Seibel VOIP Cisco IP phone 7941, Blackberry Smartphone, Avaya

PROFESSIONAL EXPERIENCE:

Confidential, Franklin, TN

Support Analyst

Responsibilities:

  • Provides second tier technology support from assigned Remedy incidents, calls and email requests for technical service in a timely, courteous, professional dialogue with customer.
  • Analyzes, prioritizes and resolves each incident based upon urgency and impact of the customer productivity and business requirements
  • Diagnose, research, repair and resolve hardware and software problems using remote access and desk-side troubleshooting skills
  • Install and configure company approved hardware and software
  • Provision and modify user and computer accounts through Active Directory
  • Record, track and document the service desk problem-solving process

Confidential, Nashville, TN

Field Support Technician II

Responsibilities:

  • Provided virtual on-site or in-house servicing, repair and/or installation of company products
  • Developed and maintained custom configurations for company products for Emdeon customers
  • Developed customized reporting from standard insurance eligibility reports
  • Diagnosed mechanical, hardware and software system failure using established procedures
  • Improved customer satisfaction by providing timely, courteous resolution to customer service related calls

Confidential, Nashville, TN

Systems Network Administrator

Responsibilities:

  • Administered 250 user Windows 2000/NT Local Area Network
  • Database Administrator for Microsoft SQL 2000 and 6.5 Databases
  • Administered Microsoft Exchange and Novel GroupWise Email Systems
  • Supervised Support Helpdesk
  • Researched, purchased, installed, configured, implemented and maintained all hardware and software

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