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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.