Software Support Analyst Resume

SUMMARY:

Software Support Analyst with ample experience with configuring Desktops and Laptop systems. Understanding and achieving high level of customer service expectations per company SLA’s.
Knowledgeable working with cross functioning teams to achieve companywide goals and deadlines.
Ability to preserve highly personal and company sensitive information while resolving client technical issues.
Managed assigned helpdesk tickets in FootPrints, Remedy and TrackIt Ticketing Systems
LogMeIn Rescue and Confidential remote support tools
Upgrade hardware (Hard drives, RAM, NIC cards, etc.)
Microsoft Office products (Word, Excel, etc.)
Citrix and Remote Desktop Connection
End - User Workstation Configuration
User network issues

TECHNICAL SKILLS:

Mobile Device Support e.g. Android, Blackberry and iPhone
Well - versed in multiple operating systems e.g. Mac, Windows 7, 8 and 10
Troubleshooting proficiency of Desktops, Laptops, Printers, Copiers and mobile devices
Using Active Directory to maintain 1,000+ active and inactive users, passwords and organizational units
Developing and integrating new company approved practices using our SLA agreements with our clients

PROFESSIONAL EXPERIENCE:

Confidential

Software Support Analyst

Responsibilities:

Providing tier 1 product support on Driven's proprietary document review platform
Answering and responding to client phone calls, emails and customer issues
Remote to clients machine via Confidential
Working with Citrix and with Remote Desktop to ensure connectivity to databases
Create detailed reports to ensure any open tickets or issues are made aware of for the team

Confidential

Admin Clerk

Responsibilities:

Managed end-user SharePoint accounts by creating and maintaining end-user portals
Collaborated with writers in claims and appeals department for quick responses to correspondence files
Received and distributed hundreds of appeals correspondence from citizens throughout the country to underwriters once scanned and electronically saved into SharePoint portal. Mailed and then filed a copy of said correspondence into office wide file system
Managed and maintained PII (personally identifiable information)

Confidential

Service Technician

Responsibilities:

Installed and configured machines to meet customers’ need
Interact and establish relationships with known customers in the field and report any suggestions to management
Train clients on how to use installed new equipment for their day to day needs. As well as answer any questions
Created user accounts and passwords so that our clients can keep track of paper and ink usage for machines
Downloaded equipment drivers to establish a connection to customers’ network
Performed non-scheduled assignments and special projects to highly coveted clients as directed
Maintained confidentiality of all sensitive corporate information
Identified technical issues with diagnostic tools on printers and/or copiers while then resolving problems with malfunctioning equipment

Confidential

Service Technician

Responsibilities:

Created backups of Windows XP/Windows 7 computers and laptops
Baseline new and refurbished equipment according to designated specifications as assigned
Used Symantec and Altiris to encrypt and backup laptops
Install, configure, service, repair and maintain hardware and software for devices
Upgrade hardware (Hard drives, RAM, NIC cards, etc.)
Support Mobile Devices (Android, Blackberry and iPhone)