Use This TemplateAndrew Smith
Professional Summary
Trustworthy, dependable, responsible Personal Assistant with 3 years of experience providing ongoing support to a worldwide customers within the technology industry. Dedicated, tireless professional with a keen ability to maximize both time and business efficiencies. Well-organized with in-depth technical knowledge and keen attention to detail.
Employment history
SENIOR TECHNICAL SUPPORT ANALYST, Hoeger-Bartell. Arlynebury, Montana
Dec. 2016 – Jan. 2017
- Answer user inquiries regarding computer software or hardware operation to resolve problems.
- Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
- Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.
- Refer major hardware or software problems or defective products to vendors or technicians for service.
- Confer with staff, users, and management to establish requirements for new systems or modifications.
- Prepare evaluations of software or hardware, and recommend improvements or upgrades.
- Oversee the daily performance of computer systems.
TECHNICAL SUPPORT ENGINEER/SUPERVISOR, Reichel-Keebler. South Jerricaview, Pennsylvania
Oct. 2015 – Nov. 2015
- Answer telephones and give information to callers, take messages, or transfer calls to appropriate individuals.
- Create, maintain, and enter information into databases.
- Set up and manage paper or electronic filing systems, recording information, updating paperwork, or maintaining documents, such as attendance records, correspondence, or other material.
- Operate office equipment, such as fax machines, copiers, or phone systems and arrange for repairs when equipment malfunctions.
- Greet visitors or callers and handle their inquiries or direct them to the appropriate persons according to their needs.
- Schedule and confirm appointments for clients, customers, or supervisors.
- Provide services to customers, such as order placement or account information.
- Train and assist staff with computer usage.
TECHNICAL SUPPORT ENGINEER, Rohan, Kub and Howell. New Beauberg, New Jersey
Apr. 2015 – May. 2015
- Oversee the daily performance of computer systems.
- Provide Remote support to resolve the customer’s accelerated case regarding the Windows & MAC computer, laptop, I pad’s, I phone’s, printers and Emails issue. By the team .
- Manage the Network setup with the help of ISP’s by using Routers and Switches.
•Configuring dialer softphone used by sales agents and monitoring Admin portal during production hours.
•Managing/Tracking biometric logs of every employees in the organization.
•Identify, diagnoses and Resolves problem for user’s personal computer software & hardware, internet & new computer technologies through Remote access.
•Provide one-on-one end user problem resolution over the phone for user approved personal computer software.
• Delivers, Tags, sets up & Assists in the configuration of end-user PC desktop hardware, software & peripherals.
Associate Technical support Engineer, Abshire Group. Klingmouth, South Dakota
Sep. 2014 – Nov. 2014
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
- Provide Remote support over calls to domestic customer whos are using HP desktop,laptops and printer as well.
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- Check to ensure that appropriate changes were made to resolve customers' problems.
- Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.
- Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
Education
North Vandervort, Hodkiewiczstad, Massachusetts
Bachelor of Technology, Electronics & Communication Engineering., Oct. 2011
Additional information
Personal info
Phone:
(000) 000-0000
Email:
[email protected]
Address:
287 Custer Street, Hopewell, PA 00000
Languages
English
HINDI
Skills & Certification
Masters in Network Admin Pro. Course from JETKING.
Microsoft Certified Professional
Microsoft® Certified Technology Specialist: Windows Server 2008 Active Directory, Configuration.
Remote Support
Analyze Technical Issues
Strong communications skills
Strong customer service ethos
Active listening
Professional Summary
3.8 years of IT experience in Production support and I would like to explore new arenas in all the fields and currently I am working as Technical Support Analyst where I support an ecommerce platform. I am quick learner having good analytical skills and working towards having good knowledge base in all professional aspects and imparting them to peers as well
Employment history
Technical Support Analyst, Windler-Lehner. Remediosland, Utah
Apr. 2020 – Present
- Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
- Develop training materials and procedures, or train users in the proper use of hardware or software.
- Answer user inquiries regarding computer software or hardware operation to resolve problems.
DELIVERY SOFTWARE ENGINEER, Bashirian LLC. Crystalborough, Oklahoma
May. 2017 – Jun. 2017
- Implement or perform preventive maintenance, backup, or recovery procedures.
- Consult with users, administrators, and engineers to identify business and technical requirements for proposed system modifications or technology purchases.
- Manage user access to systems and equipment through account management and password administration.
Education
Southern Wuckert, Kassulkeport, Delaware
BACHELOR OF ENGINEERING, COMPUTER SCIENCE AND ENGIEERING, Feb. 2014
Eastern Kuhlman, Lake Ashely, Maryland
PRE UNIVERSITY COURSE, PCMC, Aug. 2010
Auer Academy, Alisaburgh, Tennessee
SSLC, SSLC, Sep. 2008
Skills
part time editing of articles
writing short stories
writing poems
Professional Summary
Leadership, Innovation, strong work ethic and a passion for technology. I have 6 years of education which culminated into an ability to learn and adapt to complex work environments, carry out administrative tasks as well as providing cohesive analysis to any team oriented projects. My objective is to improve multiple systems and efficiency by utilizing my professional skill set to strive for excellence.
Employment history
Technical Support Analyst, McDermott, Feil and Reichert. Lake Chung, Massachusetts
May. 2019 – Present
- Providing exceptional global support and product expertise to investigate, triage, and resolve bugs and issues related to a variety of complex web based products
- Providing dedicated, quick and efficient dogfooding support for internal users, product Q&A, bug triage, and product feedback
- Monitor and analyze advertiser reports for feedback and bug-related trends
- Improve processes to support front-line teams in complex investigations to improve user and advertiser experience on the platform
- Customer support for high end clients with highly rated quality assurance beyond 96% rating
- Assisted with training and improving methods for on-boarding new Analysts
Intern, Sipes Group. Hettingerfurt, Michigan
Jan. 2018 – Mar. 2018
Relationship building with other organizations on campus to build a stronger community
- Engaged with students from a variety of groups to co-sponsor events
- Organized events that promote a multi-cultural and inclusive campus
Risk Management and Philanthropy Chair, Welch, Fisher and Torphy. Zulemamouth, Florida
Mar. 2017 – Apr. 2017
Two time elected Risk Management, Philanthropy Chair and Civic engagement chair, played a crucial role in my chapter's organization by putting on events that raise money for AEPi's repair the world fund, managing health and safety of all members as well as organizing volunteer activities in the SF area.
- Evaluate students' or individuals' abilities, interests, and personality characteristics using tests, records, interviews, or professional sources.
- Train other staff, volunteers or student assistants, and schedule and supervise their work.
- Confer with fellow members to get information about processing plans, or problems that occur.
- Provide technical guidance or support for the development or troubleshooting of systems.
- Enforce rules and regulations of fraternal engagements to maintain discipline and ensure safety.
Senator, Nitzsche LLC. Lake Lanabury, Louisiana
Mar. 2016 – Apr. 2016
Serving on the 2015-2016 DASB, I was a part of the Student's Rights and Services Committee and the Environmental Sustainability where I over saw and handled issues pertaining to different issues at the college such as campus safety and accessibility to sustainable options for low income students by improving the food pantry service.
- Use computers for various applications, such as database management or word processing.
- Create, maintain, and enter information into databases.
- Set up and manage paper or electronic filing systems, recording information, updating paperwork, or maintaining documents, such as attendance records, correspondence, or other material.
- Operate office equipment, such as fax machines, copiers, or phone systems and arrange for repairs when equipment malfunctions.
- Greet visitors or callers and handle their inquiries or direct them to the appropriate persons according to their needs.
- Maintain scheduling and event calendars.
- Complete forms in accordance with bureaucratic procedures.
- Coordinate conferences, meetings, or special events, such as luncheons or graduation ceremonies.
- Prepare conference or event materials, such as flyers or invitations.
- Compile, sort and verify the accuracy of data before it is entered.
- Voted and passed a $1.3 Million budget
Education
West Cronin Institute, Port Chrissymouth, Alabama
Bachelor of Arts, Political Science, Jun. 2018
Eastern Bogisich Academy, South Eduardo, Utah
Associate of Arts, Liberal Arts with emphasis on Social and Behavioral Sciences, Dec. 2016
Emmerich Institute, Littletown, Washington
Certificate of Achievement in Leadership, May. 2016
Skills
Working under pressure
Microsoft Office (Word, PowerPoint, Excel)
Technological Aptitude
Networking
Analytical Skills
Public Speaking
Teamwork
Writing Skills
Internet Applications
Troubleshooting
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More Job Descriptions for technical support analyst Resumes
1
technical support analyst
- Provided technical assistance to customers on inbound telephone tech support calls.
- Used remote access to perform troubleshooting when needed.
- Walked customers through step-by-step process for troubleshooting hardware issues.
- Assisted customers with anti-virus program installations and virus removals.
- Used good problem-solving skills for troubleshooting problems.
- Supported Active Directory user Management, Lotus Notes User Management
2
technical support analyst
- Act as a single point of contact for phone calls, emails.
- To maintain a high degree of customer service for all support queries and adhere to all service management principles.
- Responsible for orders on Siebel from creation to cancelling as per the requested plan for customers.
- Enter commands and observe system functioning to verify correct operations and detect errors using IBM DB2 to resolve problems.
3
technical support analyst
- Handle calls & chats from Samsung Employees.
- Used to troubleshoot & if not resolvable at L1, used to create tickets & dispatched it to the L2 team for further action on the case.
- Decide on priority of the cases to be created according to the business impact scenario.
- Escalate calls to Onsite Support Teams on case-to-case basis by documenting cases in the ticketing tool and assigning it to the Support Team.
- Performing L1 level admin role for encryption software for Handheld devices.
- Mentored/trained the new hires.
4
technical support analyst
- Provided exceptional tier 3 worldwide technical support in English via phone, email, and WebEx
- Handled client’s cases through Salesforce ticketing system and built long-term customer relationships.
- Supported Blackberry Enterprise MDM products such as Unified Endpoint Management, Blackberry Enterprise Server and Good Technologies.
- Used Coveo tool to search the internal and external knowledge base.
- Used Jira for bug/issue tracking.
- Assessed clients’ IT infrastructure and network to determine requirements to install/troubleshoot Blackberry MDM products.
- Beta tested upcoming Blackberry Enterprise MDM software.
5
technical support analyst
- Provided technical support by calls/chats/email for tactfully resolving customer issues to ensure resolution on the operation and maintenance of personal computers or peripherals.
- Performed Acting Team Lead responsibilities like guiding employees, assigning tasks, providing customer service, allocating resources, prioritizing work and sending daily task/backlog completion reports.
- Confer with staff, users, and management to establish requirements for new systems or modifications.Oversee the daily performance of computer systems.
- Provide 1st lvl / 2nd lvl Technical Support to the company’s Technicians located around Australia.
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