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technical support analyst

  •  Troubleshooting technical issues. 
  • Providing assistance through remote support
  • Provides live chat support to efficiently diagnose the issue
  •  Providing timely and accurate customer feedback.  
  • Offers premium support assistance by recommending the advance product service
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technical support analyst

  • In a call center environment, provide 1st level technical support to global internal end-user, providing problem management support for desktop, laptop, user account request and maintenance, network/VPN/connectivity troubleshooting, Microsoft Office and Windows Operating System.
  • Diagnose & troubleshoot via telephone and remote software within standard time frames with continuous and regular follow-up.
  • Escalation of issues to next level support to resolve the issue to the customer’s complete satisfaction.
  • Provide good customer experience by providing close and timely follow up with the customer.
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senior technical support analyst

  • Installing and configuring Server Management of Windows 2008 Server, Windows 2012, and Symantec Antivirus software for OS.
  • Expertise in Creating, configuring and administration of Users, Groups, Network Printers in Windows 2008 Server,2012 Servers. 
  • Expertise in server performance, optimizing, tuning, and patch implementation through Windows Software Update Services (WSUS).
  • Maintaining Active Directory OU Groups, User, Home directory Services.
  • Analysis of Security Alerts and Implementation of Microsoft Patches.
  • Disk capacity planning using disk quota and monitoring the Disk usage and maintaining the file System.
  • Performing daily, weekly, monthly maintenance backups/restorative exercises (Backup Exec), reviewing server logs for potential issues, as well as by ensuring that anti-virus software and security patches are routinely updated and functioning (Ensuring overall server configuration integrity)
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technical support analyst (1 year 8 months)

  • Analyzing the issues and finding the root causes for them.
  • Technical support to Clients and filling knowledge gap to offshore team members.
  •  Direct clients interaction at onsite.
  •  Leading, Mentoring, coordinating with teams in an Onsite-Offshore model.
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technical support analyst

  • Gathered, analyzed, reviewed, categorized, and oversaw ticket assignments for technical support, ensuring referral to appropriate levels of service 
  • Implemented methodologies to improve first call resolution, managed customer perceptions, and built strong internal relationships 
  • Escalated training as needed based on consultation with users and understanding of technology, including FAQS, knowledge-based articles, and job aids to assist users electronically 
  • Applied business/technical support concepts to analyze application problems and resolve complex issues that had strategic impact