Technical Support Resume

TECHNICAL SKILLS

PROFESSIONAL EXPERIENCE

Confidential

Technical Support

Responsibilities:

Managed and resolved internal escalated tickets from Account Managers and lower tier support.
Run Python and SQL scripts that pulled data for analyzing and triage on Ad accounts
Analyzed trends from escalation and worked with team to identify possible issues for further investigation or if corrective action where needed to enforce policies.
Analyzed large volumes of data to interpret traffic patterns and distribution of clicks and impressions, document through Excel, or other internal tools and or means.
Reviewed and monitor over engagement with various globally diverse teams and business groups to support publisher compliances.

Confidential

System Analyst

Responsibilities:

Provided Software / System development through analysis, design, testing, implementation, deployment and system upgrades.
Provided data analytics and reports to partners and to warehouse management team
Assisted end - users with support inquired utilized multiple platforms with setup and management accounts for: Servers, network connectivity issues, Laptops, Mobile phones, Desktops, Scanners, Printers, and hand held devices.
Handled goods and services of procurement of new equipment, repairs to approved vendors, and decommissioned at local and remote facilities.
Supported over 200 mobile RF units, along with mobile devices and tablets within the warehouse to workers and management.
Provided documentation of design of Synapse (WMS) and provided technical documentation to different departments of Operations and to the customer.
Provided support and supervision to operations local and national as part of traveling team, which included: leadership, configured and troubleshoot company’s Synapse WMS, RF guns, installed and configured either IT-supported or NON- IT associated.

Confidential

Lead Technical Analyst

Responsibilities:

Managed and resolved internal escalated tickets for product and service, handled outages as a second/third tier support from partner’s national and international markets.
Account management and setup to support new user accounts or existing ones
Performed Functional or Integrational testing on mobile devices and tablet devices for MSN Video player widgets and MSN Video Tool Software.
Helped technical design performance for customer account maintenance and functions for customer care
Provided follow-ups with partners and development groups to insure communication was established and continued until resolution.
Monitor alerts logs in Production to identify any critical issues which may cause performance issues
Trained and managed group members on new information and insure quality of work is being completed
Provided documentation on tools and new procedures for group and to the partners.

Confidential

Technical Analyst

Responsibilities:

Worked with MSN’s partners and end user customer as a high tier support to resolve all tickets and troubleshoot issues with narrowband connection and customer’s dial up account for the clients.
Responsible for ensuring the quality procedures related to the project
Developed automation test scripts in javascript and C# to increase productivity and reduce work load by 8 %
Created documentation that conveys technical solutions for business teams and for cross platform system.
Troubleshoot issues that were escalated up for MSN Narrowband and Broadband program
Ran and maintained SQL Queries and DTS packages to pull data on customer information for Policy abuse.
Support permissions for users and account management, including setup