Product Support Analyst Resume Columbia, MD - Hire IT People

SUMMARY:

Self - driven, talented SENIOR SUPPORT ANALYST wif 10+ years successful, progressive experience in desktop, help desk, and high volume call center environments; troubleshooting; problem resolution; hardware, software, networking. Highly-analytical, strong leadership abilities: proven track record leading successful 15-member team providing customer support to a 19,000 client base. Proven performance as Team lead, single point of contact. Great listener, consistent advocate for clients, delivering a positive customer service approach. Quick learner requires minimal time to acclimate and perform.

EXPERTISE AREA:

Highly-analytical Hardware, Software, Networking Team Lead
Client-focused Streamlining Processes Strong Presentation Skills
Solution Design/Deployment Technical Expertise Troubleshooting
Systems Management/Maintenance Data Recovery Web Design

TECHNICAL SKILLS:O/S: Windows (all workstation versions), Windows Server, Linux workstations, Linux servers, Android, iOS, DOS, OS/2

Applications: SQL Developer, Samba Server, IIS, Active Directory, Microsoft Exchange, Cisco AnyConnect, DeskNow Mail Server, HTML/XHTML, CSS, Adobe Dreamweaver, Adobe Flash, Adobe Photoshop, Adobe Fireworks, Microsoft Office, Clarify eFrontoffice, Unicenter Service Desk, Peregrine, WebEx, Bomgar, TeamViewer, ScreenConnect, PCAnywhere, Laplink Gold, Hamachi LogMeIn, Symantec Ghost, Oracle VirtualBox, Microsoft Virtual PC, Oracle OpenOffice.org, WorfPerfect, Lotus Notes, Symantec AntiVirus, Trend Micro OfficeScan, Sunbelt Vipre Security

Hardware/Peripherals: Desktop, laptop & server installation configuration, and maintenance, repair & upgrades, backup & data recovery, firewalls, routers, printers, scanners, POS Systems

PROFESSIONAL EXPERIENCE:

Product Support Analyst

Confidential, Columbia, MD

Responsibilities:

Perform SQL database queries
Update database records
Perform exports of customer data
Ensured accuracy of data. Investigated customer reports of discrepancies of reported data and performed corrective action when data was found to be in error
Identify issues affecting application performance and took steps to restore correct operation
Work wif the Cloud Operations team to resolve application related issues affecting customers ability to run reports
Work remotely wif customers to restore correct operation of software and hardware related to Cloud Reporting functions

Tier II Helpdesk Support Technician

Confidential, Alexandria, VA

Responsibilities:

Assisted federal government DoD employees wif PC hardware, email, COTS software, and non COTS applications.
Diagnosed & resolved VPN connectivity issues.
Assisted DoD employees, and beneficiaries wif accessing online accounts, and resources related to benefits.
Entered service-tracking tickets, followed progress on tickets, and ensured resolution of reported issues.

Technical Support Lead

Confidential, McLean, VA

Responsibilities:

Interact daily wif President, support staff, and customers’ IT/customer service departments.
Support home & business customers remotely & on-site.
Continually maintain and update the company website.
Set-up/maintain company-wide network.
Maintain servers running Windows & Linux Operating Systems.
Serve as company lead on all PC maintenance, and repairs

Confidential, Columbia, MD

Customer Support Analyst Team Lead

Responsibilities:

Served as departmental point-person for escalations.
Designed and maintained technical solutions database used department-wide.
Evaluated daily progress of open cases; intervened and employed solutions.
Provided technical leadership for team: planned and directed members’ daily operations.
Trained customer service analysts, and Mentored team members.

Level II Customer Support Analyst

Confidential

Responsibilities:

Handled inbound calls; documented case history, and followed-up to ensure resolution.
Supported end-users technically/operationally, on Operating Systems, networking, hardware, applications, and POS software.
Serviced all escalations passed up from Tier-me support.
Analyzed and resolved all open cases; documented changes and produced case reports.
Trained new department employees.

Service Center Technician

Confidential, Herndon, VA

Responsibilities:

Helped federal government clients wif email, accounts, COTS software, and non COTS applications.
Entered service-tracking tickets, followed progress on tickets, and ensured resolution of reported issues.
Trained/instructed customers via phone.

Data Analyst

Confidential, Riverdale, MD

Responsibilities:

Data entry, updating records, and quality assurance of entries.
Generated reports, and produce queries on demand.
Provided market research, including analysis (mapped exchange boundaries); gatheird data; developed standards and procedures for exchange-mapping systems.
Utilized data exports to build graphical-maps of telephone exchange areas.

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Product Support Analyst Resume

Columbia, MD

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