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Customer Support Analyst Resume

Lawrenceville, GA

SUMMARY

  • Strong technical aptitude and the ability to quickly learn new technologies. Proven ability to diagnose, troubleshoot, and resolve technical problems.
  • Good organizational skills, strong attention to detail and the ability to follow instructions well and effective problem - solving skills.
  • Excellent customer service skills and thrives as a team player in a fast-paced, high-energy, change-oriented environment and maintains a positive attitude.

TECHNICAL SKILLS

  • Troubleshooting
  • User Support & Training
  • System Builds & Installs
  • Hardware Repair & Upgrades
  • Office 365

PROFESSIONAL EXPERIENCE

Confidential, Lawrenceville, GA

CUSTOMER SUPPORT ANALYST

Responsibilities:

  • Provide support and troubleshooting to Sage HRMS clients assisting with software installations, updates and HR functions such as setting up benefit plans, payroll, time off and reports.
  • Responsible for handling customer service calls answering customer’s inquiries, updating contact and credit card information and resetting passwords.
  • Identifies the root cause of the client’s software and uses system analysis to solve issues.
  • Uses remote desktop application when necessary and Knowledge Center Support (KCS) methodologies to efficiently resolve issues.
  • Create support tickets for each customer contact in Fusion ticketing system.

Confidential, Atlanta, GA

IT FIELD TECHNICIAN

Responsibilities:

  • Upgrade IT infrastructure environment deploying new hardware for Epic Implementation in offices, nurse’s stations and patient rooms.
  • Responsible for TDR testing in Epic. Troubleshoot post deployment tickets from internal hospital employees.

Confidential, Peachtree City, GA

HELP DESK ANALYST

Responsibilities:

  • Working in a fast-paced halp desk call center environment providing Tier 2 POS hardware support troubleshooting peripherals and software support utilizing DOS commands for the United States Postal Service enterprise.
  • Coordinate with in house Depot to ship out replacement parts and dispatch of technicians when needed to repair and replace parts. Responsible for monitoring and managing individual call queue and following through on open cases involving customer inquiries and complaints.
  • Incidents are managed via Remedy and Service Now ticketing system.Maintain a government clearance for the United States Postal Service.

Confidential, Atlanta, GA

OPERATIONS SPECIALIST

Responsibilities:

  • Reviews, analyzes, modifies and processes H1N1 Peramivir Request received from licensed clinicians. Deliver critical medical assets to the site of a national emergency within 24 hours.
  • Prepare two daily Peramivir Operations Reports in Microsoft Excel by exporting raw data from the Portal and formatting and updating the resulting spreadsheets to accurately reflect the statistics for the inventory of Peramivir and each individual request.
  • Gathers, organizes, analyzes, and interprets data to make logical decisions and to recommend solutions for programmatic and/or operational matters. Complete projects under a great deal of pressure to meet extremely short deadlines.
  • Rearrange workload priorities to accommodate special projects and short turnaround assignments while maintaining a timely and high-quality level of performance on other assigned actions.

Confidential, Atlanta, GA

TECHNICAL SUPPORT REPRESENTATIVE

Responsibilities:

  • Provide timely, courteous halpdesk technical support, troubleshooting computer hardware/software issues via phone for IBM/ Lenovo customers. Accurately analyzes, and resolves computer related issues including hardware, software, and network connectivity issues.
  • Provide quality support for a broad range of issues. Strive for a break/fix resolution where possible, where break/fix is not possible, determines a part and/or Technician are necessary for an onsite repair. Documents, tracks and monitors the problem to ensure a timely resolution.
  • Ability to multi-task in a high-volume call center environment. Provides the highest level of Customer Satisfaction by ensuring efficient and timely responses to issues and claims while maintaining a professional and positive demeanor at all times.

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