HRMS Support Analyst Resume

SUMMARY

Experienced Technical Support Analyst with a demonstrated history of working in the computer software industry. Skilled in Communication, Customer Satisfaction, SQL, Microsoft Excel, and Nessus.

TECHNICAL SKILLS

Proficient in Microsoft Office
Troubleshooting, diagnosing and resolving errors in a software OS, hardware and networking environment.
Microsoft SQL Management Studio
Time Management
Exposure to Nessus Tenable
Active Directory /Window Server Manager tool.
Strong Interpersonal Skills
Independent /Self - starter and a reliable team player.
Detailed in monitoring and reporting activities on software and data systems.
Experience with technologies that operates on IOS and Android platforms
Ability to multi-tasks efficiently via email and phone
Outstanding Customer Service oriented
Detailed oriented and organized
Efficient solution oriented problem solving skills in hardware and software OS.
Strong communication both verbally and written.
Installation and configuration

PROFESSIONAL EXPERIENCE

Confidential

HRMS Support Analyst

Responsibilities:

Go live installations, implementations and configurations with user permissions, Microsoft .NET and IIS configuration for new clients.
With effective communication, assisting clients with step-by-step technical solutions to resolve issue in a time mannerly
Identifying and troubleshooting the root cause to resolve software issues
Attaining a 97 % of customer engagement, satisfaction and success rate.
Coaching and training clients best practices on how to use our software effectively to prevent errors and mistakes, supported with Knowledge base documentation for further reference and resolution.
Building a good work relationship with both clients at all levels and teammates.
In timely manner, escalating unresolved complex issues and working with the DevOps team to resolve them.
Effective time management such as corresponding to issues via email and phone to ensure the client’s deadline for escalated issue are met.
Ability to analyze and correct the client’s database in real-time by scripting SQL queries.
Assisting clients with server migration, data transfer and data integration on a new server (Window server 2008 and up).

Confidential

Control Operator

Responsibilities:

Ability to multi-task efficiently via email and phone corresponding to technical issues to meet SLA time in a fast-paced environment.
Create a new user account and reset passwords through active directories.
Create and assign access level badges for visitors and new employees
Perform level 1 help desk support e.g. creating tickets for escalated issues, data entry, and tracking.
Identifying and troubleshooting the root cause to resolve software and hardware issues

Confidential

Control Room Operator

Responsibilities:

Observed security monitors, analyzed behavior patterns, and responded to potential threats to ensure the safety of our customers and facility personnel
Ability to multi-tasks efficiently via email and phone in a fast environment.
Created access and transfer of hardware tickets for data techs
Maintained current working knowledge of the facility
Creating tickets for escalated issues and performing a following up to ensure issues are resolving