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Senior Technical Support Analyst Resume

OBJECTIVE

  • Experienced and passionate Senior Technical Support Analyst with 3 years of Technical Support experience and 5 years of Client Support experience. Skilled and Certified in Azure and AWS.

PROFESSIONAL EXPERIENCE

Senior Technical Support Analyst

Confidential

Responsibilities:

  • Work with staff of higher tiers to establish procedures for task handling, initial troubleshooting and escalation to customer, partners and internal staff as appropriate
  • Receive and acknowledge client tickets, obtain clarification if needed and assign to appropriate level with appropriate timeframe and urgency
  • Post regular updates to client tickets per SLA requirements, procedure guidelines and at the direction of staff of higher tiers
  • Follow established procedures and policies to perform responsibilities, manage client requests and acquire required product training and certifications
  • Develop product, technical and security skills to perform more advanced service tasks and troubleshooting
  • Decode error messages and provide corrective action
  • Deploy software through SCCM
  • Search Vendor’s Knowledge Base and other sources for known issues
  • Perform network troubleshooting to isolate and diagnose common network problems, using strong TCP/IP networking skills
  • Respond to inbound requests via phone, email, and other electronic means for technical assistance with managed devices
  • Respond to needs and questions of customers concerning their access to network resources through their managed device
  • Document actions in ticketing system, ServiceNow, to effectively communicate information to both internal resources and externally to customers
  • Ensure high level of quality when managing tickets and customer requests
  • Engage with clients to build and maintain good relationships
  • Responsible for providing technical support and troubleshooting services to end - users who need assistance with their computer hardware or software, including installation of software &/or hardware and client data backups
  • Working in Active Directory to locate users and admins, enable/disable user and admin accounts and adding/removing temp access/PIV access
  • Providing iPhone support to end users
  • Determining and installing appropriate security measures
  • Password resets for clients, enable/disable access
  • Enabling/disabling MFA in required applications
  • Installation, troubleshooting, and repair of Microsoft Office and Windows OS

Technical Consultant

Confidential

Responsibilities:

  • Provided technical support to clients with technical issues related to computers, mobile devices, and appliances
  • Advised clients on how to operate MAC, Windows 10, iOS, and Android Operating Systems
  • Provided information to clients about specific PCs, laptops, gaming systems, and appliances
  • Ensuring high quality service and client satisfaction while resolving all technical issues
  • Installed/Removed Computer Hardware/Software

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