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6

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 
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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; 
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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.
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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.
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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.