We provide IT Staff Augmentation Services!

Sr. Technical Analyst Resume

2.00/5 (Submit Your Rating)

Philadelphia, PA

Hire Now

Objective A challenging position in the Technology industry that provides opportunity to utilize and grow technical, organizational, and project management skills.

Work Related Skills

Confidential, Philadelphia PA 05/09-Present SR. Technical Analyst, National Customer Operations

  • Create troubleshooting flows for Television, Internet, and Phone products used by tier 1 fix agencies
  • Ensure customer service is paired with efficient technical troubleshooting to reduce repeat customer issues by 20%
  • Implement software upgrades into live system environment for 20,000+ users to optimize troubleshooting processes
  • Create national standard intake process to increase team efficiency and speed to production by 75%
  • Create and utilize team testing protocol for all system changes and software upgrades to ensure release effectiveness
  • Ensure help desk policies are efficient while utilizing best practices for fast escalation turnaround
  • Team lead in Oracle software development for new national troubleshooting tool
  • Create SQL strings to ensure data integrity
  • Create and manage document repository to house all team documents, allowing for multi user workspace while maintaining document integrity for all users (SharePoint 2010)
  • Create and manage national 100+ user forum through SharePoint Community site to increase team's visibility and communication
  • Communicate process changes to a national audience through multiple avenues such as conference calls, email distribution lists, blog, and SharePoint site
  • Work alongside several different groups from new product engineering to local customer call centers to ensure accurate troubleshooting processes for Comcast residential products
  • Project manager of team for all new initiatives and products

Confidential, Mt. Laurel NJ 10/07-05/09 Technical Support Analyst, National Support Desk

  • Extensive experience working directly with customers to resolve computer and IP network issues
  • Liaison between Engineering groups and tier 1 in resolving individual national customer outages
  • Troubleshooting computer software and hardware issues on a wide range of platforms (Windows and MAC)
  • Diagnose and resolve TCP/IP issues between Comcast and other domains
  • Monitored Comcast networks for outages and potential system failure
  • National Testing QoS during system changes
  • Liaison between Comcast and 3rd party software outsourcers to support break/fix efforts
  • Create technical training documentation on new products and procedures for local markets to ensure proper product education
  • Create, present, and train peers on new products and procedures

Confidential, Ann Arbor, MI 7/05-10/07 Technical Support Specialist III

  • Direct customer service support for Comcast Internet and Phone
  • Troubleshoot customer's computer and LAN issues
  • Assist customers while maintaining professional attitude and customer first mentality
  • Organize customer call back agenda while maintaining required call stats
  • Escalate tickets as needed to higher tier support with sufficient troubleshooting documentation

Software Knowledge

  • Remedy TTS proficient
  • Microsoft Windows Operating Systems (Home and Server)
  • Android OS and Apple IOS
  • Microsoft Office suite 2X
  • Microsoft Visio
  • Microsoft SharePoint
  • Microsoft Access
  • Adobe CS5 Suite
  • SQL
  • Programming Logic (Quick Basic)
  • XHTML (Web Design)
  • Typing speed 45 wpm Ten-key speed 150 kpm
  • Norton Ghost

Training/Education Enrolled in Computer Information Systems Degree Program

  • Information Systems Program, A+ and Net+ certified

Strengths Honest, dependable, swift learner, excellent teaching skills, hard working, and superb customer relations.

Hire Now
Report an issue

We'd love your feedback!

Privacy Policy
Resume Categories
Client Services
Job Seekers
Visa Sponsorship