Technical Support Analyst Resume Examples

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

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.

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.

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.

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.

technical support analyst

  • Experienced Tier 2 level IT support for office environment including software management, hardware support and networking
  • Managed inventory and systematized IT policy for 50 user San Francisco office
  • Back-end system administration experience managing group level access using Active Directory and SCCM
  • Daily use managing Citrix remote environment and VPN for remote access
  • Built network drops, wired patch panel, firewall, and general networking jobs for office 

technical support analyst

  •  Providing help and answers to the customers’ technical issues through the identification of the problem 
  •  Respond to customer inquiries on technical issues over the phone
  • Providing troubleshooting assistance via remote session support
  •  Follow up and make scheduled call backs to customers where necessary; 

technical support analyst

  • Maintain and optimize crucial software services for Carphone Warehouse UK (running on IBM servers). 
  • Liaising with 2nd level support or Incident Management team to mitigate major issues and get it resolved as per promised SLA’s. 
  • Validating system and application availability. 
  • Share communications and technical documentation with the group.

technical support analyst

  • OneCP Secured (CLOUDS – Consumer Lending Origination Uber Decisioning System), CLOUDS Systems which is an Secured Loan processing system from sales data entry to Loan disbursement.
  • This application is currently developed for only secured Loans(Home Loans).
  • We work on the new enhancements & requirement gathering for the application developments.
  • As this application interface to multiple services for example (AML Naming service, SIBS, CreditBureau, Blaze, CCRIS, CTOS etc) which will connect to an host system with SOA Middleware.

technical support analyst

  • Assign tasks to the team, review the tasks and ensure that the deliverable are prepared to satisfy the project requirements, cost and schedule includes preparing weekly status reports , conducting team meetings and managing team training’s etc.
  • Organized the status meetings and send the Status Report (Daily, Weekly etc.) to the stake holders and attended the regular stake holders call and discuss the weekly status by meeting their expectations.
  • Responsible for writing and implementing new standard operating procedure.
  • Assisted and worked in several support team projects that eventually led to the creating of efficient TAT and AHT metrics for the team growth.
  • Identify Bug’s in Oracle jobs, Verify fixes and track them till closure and also did data Validation using SQL Queries.
  • Creating automations tools based on requests using Java and Python scripts.
  • Worked on Selenium Web Driver for Excel Macros.