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Technical Support Analyst Resume

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Beltsville, MD

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SUMMARY:

I am a highly motivated and hardworking Individual who is detail oriented, customer driven and always looking to increase my knowledge to provide stellar customer support.

TECHNICAL SKILLS AND PROFICIENCIES:

Troubleshooting and Analysis, Apache/MySQL/Tomcat stack Troubleshooting, Networking, Critical Thinking, Microsoft Windows, Log File Analysis, Microsoft Office, .NET Troubleshooting, LDAP / AD, PowerShell scripting, troubleshooting

PROFESSIONAL EXPERIENCE:

Confidential, Beltsville, MD

Technical Support Analyst

Responsibilities:

  • Providing Tier 1 - 3 phone, email, and screen share support for system administrators and end users of Confidential mass notification systems.
  • Acts as an escalation point for other members of the support department and members of the implementations department.
  • Providing Tier 1-3 Internal IT support via in person, email, and screen share to Confidential Technologies Employees.
  • Administer internal systems comprised of windows and Linux servers.
  • Works with the development team to create scripts to help automate testing or to facilitate customer requests regarding data needs / server installs.
  • Replicate customer problems using internal testing environment.
  • Creates and maintains Support Documentation on the Confidential Customer Portal.
  • Creates and maintains documentation on internal systems.
  • Assists with testing Confidential Mass Notification software in a black box testing environment as needed by development / QA Team.
  • Diagnosing and troubleshooting Confidential software applications on Windows (desktop and server) and Mac OS X / macOS desktops.

Confidential, Forest Hill, MD

Technical Support Analyst

Responsibilities:

  • Provided technical and non-technical support for registry software and services.
  • Assisted clients with creating reports in registry reporting software to facilitate information requests received.
  • Troubleshooting of client issues in use of registry software and services.
  • Worked with hospitals to install/update registry software and services.
  • Assisted clients in submitting data to state and national levels.
  • Answered inquiries of clients pertaining to our software and services.
  • Escalated enhancement requests and issues that could not be resolved in support to the appropriate departments.
  • Other responsibilities as assigned.

Confidential, Middle River, MD

Cart Attendant/Cashier

Responsibilities:

  • Ensured guests have carts for a positive shopping experience.
  • Assisted with backup cashier calls to ensure quick checkout of guests.
  • Stocked and organized merchandise on shelves.
  • Coordinated with other team members to maintain a safe and clean work environment.
  • Oversaw and executed of certain new employees.
  • Assisted guests at the service desk to bring the best experience possible. (Through returns, exchanges or other medium)
  • Enforced Quality control of merchandise on sales floor by disposing of defective items.

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