It Support Analyst Resume Samples

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IT Support Analysts support day-to-day usage and troubleshooting of workstations, including desktops, laptops, printers, and desktop phones. Their resumes highlight such skills as troubleshooting printer connectivity, re-imaging desktops and laptops, running and maintaining backups and system images, providing support to several company entities and high-level users, and swapping out desktop and laptop hardware. Sample resumes in the field show that the ideal candidate will have some college experience and at least one year of experience of Windows support and working with customers.

For more information on what it takes to be a It Support Analyst, check out our complete IT Support Analyst Job Description.

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1

IT Support Analyst

  • Worked on a team that consolidated 18 help desks for the Environmental Protection Agency (EPA) into a single, managed call center providing single-point-of-contact for all inquiries, federal agency and general public alike.
  • Provided technical support for close to 21,000 EPA employees and contractors for diverse hardware and software trouble tickets.
  • Helped to manage the RSA token database.
  • Served as a Q/A lead in new systems launch, Web Based Remedy over the desktop version, while providing critical feedback which led to reduced implementation errors.
  • Maintained a 98% first call resolution, thereby reducing call back rates and enhancing customer service experiences of the clients
Candidate Info
4
years in
workforce
1
year
at this job
BS
Applied Information Technology
2

It Support Analyst

Provided "Level 1" and "Level 2" technical support to 500+ on-site and remote end-users in a Citrix environment.

  • Accurately diagnosed, documented, and resolved hardware, software, mobile device, application, peripheral, remote
  • Participated in a project with a small team to install Windows 7 on 500+ company computers and provided necessary
  • Supported numerous company activities by setting up and configuring laptops, projectors, video teleconference
  • Conducted training on internal systems, local procedures and other technical subjects for company employees.
  • Tasked with monitoring, organizing and editing help desk tickets in trouble ticket system.
Candidate Info
17
years in
workforce
3
years
at this job
AAS
Computer Information Technology
BA
Bachelor of Arts
3

IT Support Analyst

Responsible for first and second level support ticket resolution, as well as ticket intake and classification. Works in tandem with Systems Administrator and reports to Director of Information Technology.

  • Successfully reduced open tickets from 150 to 110 in first week on the job.
  • Reduced abandoned ticket rate from 20% to less than 2%.
  • Decreased average support ticket resolution time from 36 hours to 1 hour.
Candidate Info
11
years in
workforce
2
years
at this job
BS
Bachelor of Science
MA
Master of Arts
4

IT Support Analyst

Trained Sales Department how to quickly produce PowerPoint shows by storing individual slides on their Sharepoint site thereby eliminating the need for a sales person to recreate a slide show every time they needed one. It also made them easy to find and sales people could easily share slides.

  • Resolved hardware and software problems reported by national and international users throughout the company.
  • Located and implemented free Open Source Spam filtering software for entire company resulting in the reduction of Spam by 98.9% within two weeks.
  • Trained all users and provided support for Sharpoint sites.
Candidate Info
31
years in
workforce
1
year
at this job
AAS
Associate of Applied Science
5

IT Support Analyst

Provided remote IT support from Little Rock, AR; End-User Training, Process Documentation.

  • Developed data models for web applications, reporting to facilitate systems integration.
  • Trained System Users on-site to troubleshoot various technical issues and adjust system processes.
  • Organized thousands of records in Excel, created pivot tables for reports, and created Print Form Consoles using Visual Basic and Excel Macros.
  • Collaborated with Chief of Operations, Director of IT, Chief Financial Officer, and clinical space Managers.
  • Determined requirements and process integration, configured, and implemented E-script System across 20 clinical locations.
Candidate Info
6
years in
workforce
1
year
at this job
BBA
Business Information Systems Management
6

IT Support Analyst

Provided Level 2 support for over 1,000 end users requiring hardware and software support via phone, email, remotely and desk side.

  • Remote support was provided through LANDesk, PC Anywhere, and Go To Assist.
  • Performed installations, hardware repairs, maintenance, technical assistance, and support on Windows 2000, XP, Vista and MAC OSX computers.
  • Performed PC cloning/imaging with Symantec Ghost and Acronis True Image.
  • Provided PDA support for Blackberry and Palm devices.
  • Created and managed user accounts using Active Directory along with implementing group policies and security updates with LANDesk Management Suite.
  • Assisted various personnel with their presentation needs by providing conference room support, video editing, and slide show creation.
Candidate Info
5
years in
workforce
2
years
at this job
BS
Computer Information Systems
MA
Information Systems Management
7

IT Support Analyst

Provided desktop support for high call center, supporting more than 300 facilities

  • Performed network administration; created user groups and user accounts; reset passwords
  • Logged customer requests into Heat; managed and monitored status of all customer requests
  • Applied service packs to workstations.
  • Provide first call resolution to ensure customer satisfaction.
Candidate Info
9
years in
workforce
9
years
at this job
Business Administration
8

IT Support Analyst

Managed, resolved and controlled high level client and customer support issues

  • Provided programming/support for client projects, posting issues in call tracking system.
  • Maintained technical accuracy by keeping current on policies, products, and industry trends
  • Enhanced knowledge base documentation available for end-user and programming level support
  • Decreased downtime, and increased client satisfaction, by aggressive resolution of support issues.
  • Supported the Total Performance Management initiative of insurance claims systems
Candidate Info
5
years in
workforce
2
years
at this job
MS
Technology Management
MBA
Business Administration
Organizational Leadsership
9

IT Support Analyst

Responsible for coordinating with staff and handling new account creations, system builds, and deployments

  • Performed Active Directory user management
  • Created and performed computer imaging using Windows Deployment Services
  • Created backups utilizing Norton Ghost
  • Configured IP Phones using Cisco Call Manager and Unity Call Manager
  • Provided field assistance and served as a liaison for vendor software and hardware
  • Coordinated all E-Waste collections
  • Created a documentation wiki for users and helpdesk staff that helped reduce the need for assistance
Candidate Info
12
years in
workforce
2
years
at this job
Computer Science
10

IT Support Analyst (team Leader)

Performed first level problem determination using automated Helpdesk software tools to resolve problems across the company.

  • Escalate software/hardware problems that cannot be resolved to the appropriate level of support.
  • Maintained user/problem databases and support documentation.
  • Windows XP & 2007, Office Suite 2003 & 2007, 2013, Open Office, Active Directory, Windows Server 2003, Mail Server (Mail Daemon), CMS (Joomla), SQL Server.
  • Inventory control System (SCI) and accounting information system (VERSAT)(ERP software developed by the company).
  • Trained and assisted business users in the use of company's software.
  • Performed unit and system testing. Coordinated user acceptance testing.
  • Computer hardware repairing and upgrades.
Candidate Info
23
years in
workforce
5
years
at this job
Computer Engineering

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