Technical Support Analyst Resume Samples

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Technical Support Analysts are responsible for customer service, troubleshooting, and assisting others with technical solutions. Responsibilities highlighted on sample resumes in this field include resolving issues submitted via Zendesk.com within a 24-hour timeframe, providing support to computer and laptop users via remote desktop service, configuring and troubleshooting Microsoft Office, and managing the email exchange server and file server, as well as the active directory. In many cases, a candidate will need to show prior customer service experience on his or her resume to be considered for employment.

1

Technical Support Analyst

Worked as part of a team to maintain and support 800 digital video recorders, 250 network video recorders, and upwards of 7,000 cameras. Acted as the point of contact for digital evidence investigations in conjunction with the forensic lab. Provided new and efficient methods of utilizing software to allow for faster resolution of issues.

  • Created a policy regarding data retention for proper storage of hard drives from digital video recorders, ensuring there was a written court document to prove how digital evidence was stored for court investigations.
  • Guaranteed chain of custody was properly documented by serving as point of contact for investigations, providing safe removal, storage, and retrieval of hard drives.
  • Performed R&D for IndigoVision software, ensuring that all security measures remained intact regarding users access to the [company name] camera system network.
  • Reduced open service requests by 75% by creating new workflow procedures.
  • Oversaw and collaborated with other IT personnel on the conversion of 800 digital video recorders from the McAfee Antivirus software to Symantec Endpoint Protocol.
  • Utilized the Remedy ticket system to manage upwards of 100 service requests concurrently pertaining to issues involving: digital video recorder repairs, user access rights, security cameras, cabling, and connectivity issues.
Candidate Info
7
years in
workforce
2
years
at this job
AA
Associate of Arts
BS
Criminal Justice
MS
Digital Forensics
2

Technical Support Analyst

Perform a business analyst role for a leader in tax/legal information services. Be proactive in finding new ways to address clients' needs. Identify business requirements for diverse projects, and transmit them to developers. Address software lifecycle issues related to new, mature, and legacy digital products. Conduct product tests and document results. Coordinate training activities, and provide follow up support as a subject matter expert. Write training materials and application process guides for new employees. Work across several internal departments and various departments of clients' organizations to understand and solve problems. Participate in new product development meetings. Manage time well and multitask to address several issues each day, meet strict deadlines, and solve escalated problems.

  • Identified and enhanced processes for responding to inquiries from internal and external clients. Reduced response times from 24-48 hours to minutes.
  • Selected as the primary tester and first customer support contact for an Apple-based mobile application.
  • Recognized by supervisors with an award for receiving unsolicited positive feedback from a client.
  • Persuaded department leaders to abandon a project that did not show a clear benefit to clients and hurt team productivity.
Candidate Info
7
years in
workforce
7
years
at this job
BS
Economics
3

Technical Support Analyst

Provided first level problem resolution for all incoming calls. Perform all phases of troubleshooting including interpretation, analysis, research, and resolution of technical problems for several major product categories, operating systems or networking environments.

  • Resolved customer's issues related to usability for digital photo editor, connectivity issues for [company name], plotting of analytical information.
  • Diagnosed hardware and software issues in application and customer's PC's with a overall customer satisfaction of 85%.
  • Solved customer's issues with a 98 % quality assurance rating.
Candidate Info
5
years in
workforce
5
years
at this job
AA
Microprocessor Technology
4

Technical Support Analyst

Answered inbound inquiries and analyze/ troubleshoot concerns for non-functioning Accu-chek blood glucose monitors

  • Educate consumers and healthcare professional's on Accu-chek products
  • Trained new employees on technical and operational functions of Accu-chek blood glucose monitors
  • Developed training aids including visual aids and demonstration models that met instructional goals and objectives that increased the performance of trainees
  • Averaged in the 99th percentile in providing customer service and 97th percentile for technical support to customers
  • Conducted training classes on SAP
  • Reduced technical escalations to management
  • Exceeded corporate target for customer satisfaction for 6 months in a row
Candidate Info
11
years in
workforce
11
years
at this job
BS
Mathematics
5

Technical Support Analyst

Provided computer support for Faculty, Staff and Students to ensure productivity

  • Worked helpdesk for School of Medicine to provide phone and walk-in support
  • Conducted one-on-one or group training for technical computer classes
  • Technical Support for the Dean of SOM for all of his presentations and board meetings
  • Supported specialty equipment used by other departments and maintained their data
  • Consulted with users and researched and recommended needed hardware or software for the user
Candidate Info
15
years in
workforce
13
years
at this job
AS
Business Computer Programming
6

Senior Technical Support Analyst

Provided Tier III IT support for Windows XP and Windows 7 desktops and laptops for over 350 users. Conducted troubleshooting of desktop, laptops, printers, iPhones, iPads and Blackberry, print server admin.

  • Received an "Excellence Award" for a retrieving a lost document within 15 minutes for a Senior Attorney's $10M project. The speed of resolution allowed the client to meet the project deadline on time.
  • Served as primary technical contact for an offsite Leadership Retreat for 300 partners within the firm. Quickly resolved malfunctioning wireless router to ensure the meeting started as scheduled.
  • Handled 80% of the high priority daily remedy tickets.
  • Supported 25 users as Technical Lead for the Firm Wide Docketing and International departments, a specialized department using Docket IP, Docket IPFax and Nikes Outlook profiles
  • Provided back-up Tier III support for 900 users in the Washington, DC Office
Candidate Info
13
years in
workforce
6
years
at this job
C
Network Engineering
AS
Information Systems Technology
7

Technical Support Analyst

Provided Tier 1 technical support to External customers utilizing NCR computers, cash registers and other N.C.R equipment.

  • Preformed in-depth technical configuration and troubleshooting assistance
  • Issues not resolved over the phone in a timely manner resulted in dispatching and relating detailed information that would assist technicians in getting the issues resolved.
  • Documented problem and solution thoroughly; provided timely status of updates for resolved and newly assigned tickets.
Candidate Info
1
year in
workforce
1
year
at this job
Mass Communications
8

Technical Support Analyst

Performed as liaison between QA, Development and support for business analysis activities.

  • Facilitated SMR (Software Maintenance Request) meetings and communicated ongoing status of all reported defects and enhancement requests; Maintain status of change requests in Clientele
  • Attended customer sites to observe operations, and understand workflow to ensure effective functional/ technical requirements
  • Performed data analysis and identified defects in software via cases escalated from support through testing and troubleshooting.
  • Performed functional and user interface testing to validate solutions provided by development.
  • Resolved or managed escalated support issues from TSS II professionals or management.
  • Identified training needs and provided training to the support team(s) as needed.
Candidate Info
10
years in
workforce
3
years
at this job
AS
Computer Technology
BA
Technical Management
9

Senior Technical Support Analyst, Application Development Division

Delivered substantial front-end technical support to customers by answering complex questions on functionality and product usage. Also recreated and resolved customer problems to deliver quality support and customer satisfaction.

  • Inspected and passed over 250 Program Temporary Fix (PTF) documents resulting in improved product quality and fix availability for customers.
  • Resolved a DB2 Timestamp data error for the State of New Mexico that enabled them to move to a current release of the COOL:Gen (CA Gen) product.
  • Created MVS Date Exit documents to assist customers preparing for Y2K in understanding and installing the exit.
Candidate Info
2
years in
workforce
2
years
at this job
BS
Business Administration / Information Systems
10

Senior Technical Support Analyst

Manager and application administrator for all CBT core backup systems in Cincinnati and Hamilton data centers. Managed clerical staff responsible for all aspects of CBT backup including tape handling and disaster recovery readiness. Trained operations staff to monitor, troubleshoot, report and document system problems. Responsible for administration and scheduling over 600 system backups on equipment ranging from SUN SL500 tape changers, to EMC Data Domain and Avamar appliances using EMC Avamar and Networker software.

  • Team lead for evaluation, sizing, and pricing new backup appliances and peripherals.
  • Managed projects to upgrade backup software, move backup servers, media and equipment, phase out older systems, and expand current systems.
  • Responsible for DR compliance to KY Management Audit and Sarbanes-Oxley. Initiated and documented DR scenarios on several CBT systems and created a system recovery document to be used as a template for future audits.
  • Transitioned backups from tape based technologies to a disk based de-duplication platform, exponentially increasing data throughput and capacity while shrinking backup windows using the latest technology on the market.
  • Introduced proactive procedures for reporting and accounting for new servers, insuring another layer of data security and archival.
  • Revamped backup and retention strategy to more efficiently manage offsite and archived data. Organized and oversaw system hardware and software upgrades that led to reductions in manual intervention and allowed for attrition of operations staff, reducing the departmental budget.
  • Monitored and verified backup completion on all servers.
Candidate Info
21
years in
workforce
16
years
at this job
AS
Business Data Management

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