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6

it support analyst

  • Provided remote support via phone, online chats, and online tickets to a user base of over 75,000 employees.
  • Processed customer requests for software and network folder access while following approval guidelines.
  • Administered various systems such as: SharePoint, Sophos Safeguard, Bitlocker, and Oracle Financial
  • Allocated appropriate software licenses for approved requests and advised customer on how to install requested software via SCCM client.
  • Routed customer incidents and requests to higher tiers of support when required while following strict escalation guidelines.
  • Created new Exchange mailboxes and distribution lists on both on-prem and online Office 365 environment.
  • Provided customers with advanced support and troubleshooting with Office 365 applications.
7

it support analyst

  • Answer calls from staff and students regarding computer software, hardware, and account issues.  
  • Resolve common computer problems while providing exemplary customer service.  
  • Interfaced 10-15 end-users per day with 100% accuracy compared to 5 users a day for my peers
  • Achieved 100% of incident logging and 92% of incident resolution within SLA
8

it support analyst

  • Answer calls from staff and students regarding computer software, hardware & account issues. 
  • Supported customers experiencing trouble with drive encryption software such as BitLocker and Sophos Safeguard Encryption.
  • Provided assistance with basic network troubleshooting.
  • Occasional overtime shifts in enterprise level data center. Responsibilities included: WAN node monitoring, monitoring of both server and workstation backups, paging responsible parties when outages occurred, and proper handling of all after-hours emergency situations.
9

it support analyst

  • Coordinated project to migrate over 1,000 legacy endpoints and over 200 servers from a legacy operating system to a compliant Operating System.
  • Assisted in roll out of Endpoint backup and encryption solution to over 800 end user laptops.
  • Designed, planned, implemented, and supported IT corporate infrastructure monitoring solution.
  • Advised and assisted with implementation of in-house and cloud-based solutions.
10

it support analyst ( assistant manager)

  • Responsible for the 1st/2nd line support within SG Singapore and South East Asia, installation and maintenance of IT systems
  • Supports front, middle and back offices
  • Involved in day-to-day user support and project work relating to the introduction/maintenance of IT systems
  • Plan, implement and subsequently maintain efficient, cost effective and highly resilient front office production systems (Infrastructure and Applications) and services to Group Audit and IT Technical Standards for Financial Markets businesses. 
  • Ensure processes, guidelines and procedures are in place and enforced for quality in installation, running, operating and support of all standard desktops, servers, local and wide area networking infrastructure, legacy systems and email system. 
  • Create and present written and verbal proposals to IT and business resources to ensure all work-undertaken meets group standards. 
  • To assist in new implementations or upgrades to existing systems, including project management, tracking and reporting