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

We provide IT Staff Augmentation Services!

We'd love your feedback!

Resume Categories

Client Services

Job Seekers

Visa Sponsorship