Support Analyst Resume

PROFESSIONAL EXPERIENCE

Support Analyst

Confidential

Responsibilities:

Resolve a wide range of application and hardware problems of new software implemented by the development team.
Acted as a customer Advocate, providing, training, support and guidance to our Napa TRACS (Legacy and Enterprise) and PROLink customers.
Monitored the status of open tickets to ensure that SLAs were always met.
Proactively managed escalated incidents through resolution and/or de - escalation to higher support levels.
Instructed customers on proper software and hardware usage.
Assured and validated all calls were documented incidents in the service now ticketing system.
Collaborated with first- and second-level support to resolve critical and complex problems in a timely manner.

Technical Support Specialist

Confidential

Responsibilities:

Guided customers or website providers through troubleshooting our HTML code onto their website
Handled incoming/outgoing support calls from Automotive and Real Estate partners
Interacted with customers via phone, Remote Desktop and our chat software in response to technical inquiries, concerns, and requests about products and services.
Gathered customer information to determine issues by evaluating and analyzing the symptoms. Directed to our Tier II or production team if necessary.
Operated out of the technical support call database and ticketing system(Fresh Desk)
Assisted customers with the chat software installation on their desktop and mobile devices.
Proven customer service skills along with excellent written and verbal communication skills.

Help Desk Analyst

Confidential

Responsibilities:

Provided daily technical support for e-mail, network, connectivity, telecommunications, peripheral equipment, and system maintenance.
Assisted building Macintosh and Windows machines for new employees as well as set up their Cisco phones locations.
Provided thorough support and problem resolution for our users and customers in a point-of -contact environment.
Maintained composure and patience in difficult user and customer situations.
Coordinated projects with external and internal clients.
Built and maintained successful relationships with service providers and dealers.
Provided and assisted with purchasing, shipping and receiving, and daily Quality Control.
Trained new employees and explained our protocols clearly and efficiently about our camera and security system.