Technical Analyst RESUME CT - Hire IT People

SKILLS: IBM AIX Software Applications
UniVerse PC Assembly & Hardware Installation
Windows XP Interfacing PC & Data Communications
Windows Vista Advanced Disk Operating Systems
Windows 7 Strong Analytical and Troubleshooting Skills
S.C.O. UNIX Software Installation & Diagnostics
Networking Concepts Microprocessor Theory and Programs

EXPERIENCE:
4/00 to 8/11 Confidential,
Windsor, CT
Technical Analyst

Managed National Accounts and increased customer satisfaction by using trend analysis of customer data by managing weekly meetings with representatives of National Accounts to discuss solutions to issues affecting multi-location clients
Ensured client achieved best performance by monitoringSagitta Online reports
Facilitated solid communication by being the liaison between the call center technicians and development staff; as well as Custom and Conversion Teams
Reduced development and Level III support workload byacting as Level II analyst for Technical Support Team
Established a strong abilityto work independently or within a team environment
Gained working knowledge of various software programs by analyzing and troubleshooting them
Resolved technical projects by diagnosing system failures
Gained working knowledge of Windows Vista – Windows 7, IBM AIX Operating System, IIS, Universe Operating System and Sagitta, Sagitta Browser, Sagitta Online Database Operating System
Guaranteed minimal client down-time by being a member of24 x 7 support for system critical issues
Increasedknowledge base of call center by creating five documented solutions per week

10/96 to 3/00 Confidential,
Newington, CT
Technical Support Manager

Supervised and advised technical support staff
Increased customer satisfaction 22% by managing weekly audits of technical support staff and their interactions with customers
Reviewed customer survey reports and educated technical staff on improvements necessary
Managed all technical support calls
Installed various hardware devices
Installed various software programs
Managed all Y2K patches and assisted with problems
Pinpointed and resolved problems within the S.C.O. Unix operating system
Resolved computer server problems
Resolved computer peripheral problems
Built and configured servers

3/96 to 6/96 Confidential,
East Hartford, CT
Installation/Repair Technician

Installed software loads, Windows 3.1, DOS, OS2
Installed various hardware devices including network cards, fax modems, memory, CD ROMS, hard drives and floppy drives on Compaq and IBM
Performed repairs of personal computers
Gained Laser Jet printer knowledge.

EDUCATION:
Computer Electronics Technician Degree

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Technical Analyst Resume

CT

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