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Technical Support Analyst Resume

SUMMARY

  • As a Tier 2 Technical Support Analyst wif a vast knowledge of web applications, as well as software and framework development, I am seeking a position dat will allow me to assist clients in troubleshooting to effectively communicate and clarify complex system concerns.
  • My vast technological experience allows me to strive to solve any problem dat may arise in an innovative, efficient, and timely manner.

TECHNICAL SKILLS

  • Linux
  • Unix
  • MS - DOS
  • Windows 3.x
  • Windows NT
  • Windows 2010/2013 HP
  • PC Compatibles iOS
  • IBM Mainframes
  • SQL Server Oracle
  • Microsoft Commercial Internet System
  • MS-Site Server
  • MS-Exchange Server
  • MS-Internet Information Server
  • MS-Outlook
  • MS-Publisher
  • Adobe Pagemaker
  • MS-FrontPage
  • MS-ProjectMS-Word
  • MS-Excel
  • MS-PowerPoint
  • Crystal Reports
  • InstallShield
  • PaintShop Pro
  • Java
  • CSS
  • HTML
  • Visual Studio
  • Adobe Suite
  • CSS
  • HTML
  • Visual Studio
  • Adobe Suite
  • SAP
  • Service Manager
  • ServiceNow
  • RSA Soft Token
  • Exchange
  • Windows 7
  • Windows 8
  • Wireless Network
  • Typical Network
  • Symantec Ghost
  • Active Directory
  • Microsoft Exchange server 2012

PROFESSIONAL EXPERIENCE

Technical Support analyst

Confidential

Responsibilities:

  • Provide real - time support to users by evaluating needs, defining technical problems, and determining and implementing solutions
  • Proactive in performing activities to maintain and enhance overall system performance
  • Install, maintain, and inspect computer software
  • Provide remote troubleshooting solutions for computer and operating systems
  • Resolve user concerns wif strong communication skills, while displaying courtesy and strong interpersonal skills and building successful relationships
  • Train new employees and clearly explain protocols

IT Sr. service Desk speicalist

Confidential

Responsibilities:

  • Troubleshot Microsoft Office 2010/2013 Suite issues, Office 365 environments, Internet Explorer, e-mail (Outlook & web Outlook) & remote access/desktop support issues
  • Supplied support for end-user software, including Windows, Microsoft Office and various software applications
  • Followed up on all IT support tickets submitted
  • Supported local and remote users accessing teh network via VPN and Remote Desktop
  • Provided phone, online chat and hands-on technical support to internal employees to resolve IT issues.
  • Identified and documented hardware/software recommendations and best practices
  • Provided onboarding and offboarding of employees by preparing equipment, creating accounts, provisioning
  • Recognized recurring technical issues and proposed and implemented appropriate solutions
  • Proactively approached to teh computing environment by identifying areas for improvement before issues arrive

DeskTop Technician

Confidential

Responsibilities:

  • Performed on-site analysis, diagnosis, and resolution of complex desktop problems for end-users
  • Recommend and implemented corrective solutions, including off-site repair for remote users as needed.
  • Installed, configured, tested, maintained, monitored, and troubleshot end-user and network hardware, peripheral devices, printing/scanning devices, presentation equipment, software, and other products in order to deliver required desktop service levels
  • Constructed, installed, and tested customized configurations based on various platforms and operating systems
  • Collaborated wif team members to ensure efficient operation of teh organization’s desktop computing environment
  • Where required, administered, and resolved issues wif associated end-user software O365 ProPlus - Links (hyperlinks) not opening from wifin Outlook email
  • Re-imaged workstations from Windows 7 to Windows 10
  • Ensured desktop connections, ie. network jacks were in proper working order.
  • If necessary, liaised wif third-party support and PC equipment vendors.
  • Addressed user tickets regarding hardware, software and networking

IT senior service Desk specialist

Confidential

Responsibilities:

  • Resolved software/hardware issues, flight delays, network, Windows 7, Microsoft Office 2010/2013 Suite issues, Internet Explorer, e-mail (Outlook & web Outlook) & remote access/desktop support issues through troubleshooting
  • Supported IT issues for internal end users
  • Reset users’ passwords & unlock accounts wif support tools and Active Directory for several applications
  • Configured and installed software for end-users’ desktops, laptops, tablets, corporate phones, and network printers
  • Confirmed pilots and flight attendant’s flight devices and applications on device are wifin FAA regulations.
  • Provided phone, online chat and hands-on technical support to internal employees to resolve IT issues.

Document Technologies System Administrator

Confidential

Responsibilities:

  • Assisted wif planning teh appropriate system needs of a company
  • Installed systems and provided system support
  • Solved problems connected to teh network and system and monitored network efficiency
  • Performed regular backups and restored information as necessary
  • Assisted wif planning, implementing and monitoring security measures to prevent system attacks
  • Trained other IT staff
  • Set up user accounts
  • Monitored storage capabilities of teh system

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