Client Support Analyst Resume Troy, Michigan - Hire IT People

SUMMARY:

Provide innovation and technical excellence to deliver solutions that enhance and sustain business environments
Expertise providing a wide range of computer related technical and client services along with project management leadership.
Maintain operating / networking systems and software standard. Strong project management experience leading and mentoring staff to achieve desired outcomes in support of a 24x7 critical patient care environment.
Consistent and supportive with stellar communication skills. Consistently rise to new challenges and improve effectiveness, efficiency, and performance.
Balance knowledge, ingenuity and the ability to solve problems in fast - paced situations; able to work independently or in a team environment.

SKILLS:

Customer Service IT Project Management Networking Systems Customer Satisfaction Resolution of Project Issues & Risks Quality Control Clinical Support Applications Best Practices

TECHNICAL TOOLKIT:

MS Office Suite MS Project MS Outlook Windows XP, Vista, 7, Server 2003 & 2008, Linux (Fedora), and Mac

MS Server 2003 (administration of users and groups, server and domain controls; installation and configuration, DNS Install, audit policies, and DHCP)

BMC Remedy IT Service Management Suite

MS Exchange (installation, assignment of mailboxes, troubleshooting, enabling groups, and contacts)

Database Development (SQL Server Management Studio Express)

Cisco (Router, Switches, Command Line, and Connection Troubleshooting) SSL / VPN

VM Ware (Installation and Troubleshooting - XP, Server 2003, Windows 7, and Mac)

Structured Cabling Citrix (XenClient, GoToAssist, GoToMeeting, and XenServer)

Networking Application Systems and Security (Net Passport, Single Sign-On) FTP, SMTPAccess Control List Configuration Computer Programming (Python) Bench Tech

CAREER SUMMARY:

Confidential, Troy, Michigan

Client Support Analyst

Responsibilities:

Support clients in the implementation and use of Health System software applications via phone, remote desktop, and email. Serve as a trusted subject matter export for clinical support applications fielding approximately 70+ calls a day.
Answer and resolve issues related to all software applications, password resets, hardware and other access issues.
Review, analyze, and modify programming systems including encoding, testing, debugging, and installation to support an organization's application systems.
Research reported problems by testing, documentation, and plan development to support a resolution. Utilize Active Directory, Oracle, SSL/VPN, GoToAssist, Citrix, and Microsoft Office Suite.
Remedy for ticketing, research, knowledge base, and user verification.
Escalate tickets to field agents as needed and offer effective follow processes for critical and urgent situations.
Maintain a high first call problem resolution percentage complemented with outstanding customer satisfaction calls.

Confidential, Pontiac, Michigan

Global Service Desk Agent

Responsibilities:

Submitted service requests for the Confidential Account amounting as many as 85 requests each day.
Researched Confidential employee issues and status of tickets; followed steps to handle and document per set processes.
Maintained a “first call” resolution rate of ~ 75% .

Confidential, Lake Orion, Michigan

Licensed Representative / Team Lead

Responsibilities:

Provided team leadership to 10+ sales agents; ensured performance and development of each agent.
Generated reports to individual agent’s sales activity.
Provided key assistance to agents with the preparation of proposals and presentations.
Collaborated with team to find the right client product; quoted and processed insurance.
Managed high-volume daily calls.

Confidential, Clinton Township, Michigan

Licensed Personal Banker

Responsibilities:

Focused on customer sales and relationship building through the promotion and recommendation of deposits, loans, fee-based services, and the retention of customers.
Handled a full-range of banking products and services to existing and prospective customers while providing specialized customer care.
Utilized and promoted a branded sales and service process.
Maintained an awareness of the various market segments. Resolved customer issues to complete satisfaction.

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Client Support Analyst Resume

Troy, MichigaN

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