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Support Analyst Resume Samples
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0-5 years of experience
Provided extensive user support for 1400 users where I participated in a large variety of helpdesk/desktop support tasks.
- Created and administered user and group accounts in Windows NT, Novell, and Citrix environments.
- Established network shares.
- Upgraded and configured hardware.
- Installed and configured various operating systems and other proprietary software.
- Provided solutions for users with network connectivity problems.
6-10 years of experience
Monitored the assessment of project issues and developed resolutions to meet productivity, quality, and client satisfaction objectives.
- Analyzed, diagnosed, and resolved complex direct digital & energy sub-metering control systems remotely.
- Analyzed and interpreted data from energy management systems.
- Completed trouble-shooting & managed maintenance (national vendors & contractors), and implementation of monitoring solutions.
- Served as a liaison between project management planning, and the project team.
- Managed the operational aspects of ongoing projects.
6-10 years of experience
Administered and Supported Rational Clearcase for a development and test community.
- built and deployed web-based applications for 9 test environments on a daily basis
- worked with various groups to troubleshoot and resolve build/deployment issues
- developed, enhanced and maintained build/deployment scripts and procedures
- implemented code merge methods and performed various SCM duties
0-5 years of experience
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.
0-5 years of experience
Developed an analysis template to collected usage data, analyzed trends and developed comprehensive
reports for management
- Collected data and conducted cost-benefit analysis of facility usage during overnight period
- Identified process bottlenecks in usage data analysis and proposed new and improved processes
- Prepared and presented customized reports for various projects
- Initiated the search for library analytics software to facilitate management reporting and decision-making
- Lead ad-hoc teams for extended hours period by scheduling and monitoring activities during the period
0-5 years of experience
Managed and re-ordered mortgage data in support of existing operations using
Microsoft SQL Server 2008
- Provided analysis with captured data that enhanced reporting, using Microsoft SQL
- Analyzed and resolved digital image file issues related to mortgage documents.
- Developed and implemented a centralized data folder for all documented processes.
0-5 years of experience
Managed installation, maintenance and support of complex technical infrastructures of hardware, and system software components
- Managed active directory roles server
- Troubleshoot software programs (MS Office 2010, internal web applications, Internet explorer, etc.)
- Developed, implemented and operated all network system infrastructure and procedures; Performed scheduled Preventive maintenance such as (file system cleanup, rack realignment, support tools client upgrades, backup job failure remediation.
0-5 years of experience
Trained and Supported Physicians and Clinicians in PT and ED departments on documenting notes and looking up patient appointment schedules.
- Trained Clinicians on order management, ordering labs and procedures, transcription authentication and chart cosigns
- Trained nurses and MA’s on office visit workflows and clinical support visits,
- Trained and supported ED Physicians on how to indicate their progress note, same day after visit follow-up, multi-problem visit workflows and documenting immunizations.
- Facilitated classroom trainings and created tip sheet to optimize the training process
0-5 years of experience
contracted on international working visa for temporary status)
- Processed documents and files including client abatements, expense reports, and earning reports through the use of EOS database
- Created and managed purchase orders, medical note orders, and information for client equipment and travel expenses
- Prepared, collated, and thoroughly analyzed documents heading into court or other advocate for privacy and security
0-5 years of experience
Tier 1 & 2 enterprise IT support with a Microsoft Partner managed service provider
- Maintained superb customer service while multitasking multiple cases
- Used a customized ticketing system and kept detailed notes and documentation on each incident
- Gained experience in remotely supporting enterprise Microsoft infrastructure for over 700 users
- Worked in a tiered team environment with clear escalation procedures
0-5 years of experience
Identified user problems and provided first level system administration in a Windows and MSSQL system.
- Maintained daily contact with project managers and IT personnel to ensure timely status updates.
- Managed company employee logins and access to the VPN.
- Answered staff software and application questions in person, over the phone, and by email.
- Utilized a ticketing system to monitor user concerns and escalate or assign tickets as needed.
- Documented all problems and resolutions and clearly communicated project status throughout ongoing projects.
- Completed various administrative and clerical tasks as needed.
- Provided support for major technical issues, including: power outages, system failures, and disaster recovery.
- Commended for managing multiple projects simultaneously while adhering to strict deadlines.
0-5 years of experience
Provided application support for the SAS Center of Excellence, [company name]. The SAS Center of Excellence provided a shared SAS solution for use by multiple departments across the bank.
- Helped migrate to SAS 9.3 by collecting and verifying UNIX users and roles.
- Troubleshoot client installation problems.
- Assisted users in PC SAS to Enterprise Guide migration.
6-10 years of experience
- Ran monthly financial close process and reported variance analysis
- Forecasted Revenue, Maintenance and Retention and General and Administrative P&L items quarterly
- Monitored overtime and travel and entertainment expense for the market and identified cost saving initiatives
- Trended Churn and Gross Adds activity on a weekly basis
0-5 years of experience
Supported employee workstations including hardware, network connectivity, e-mail, test computers, peripherals, printers, active directory accounts, passwords, Cisco IP phones, Office 365 accounts, and other technical matters
- Dealt with hiring contractors, maintenance, and 3rd party technical support when needed.
- Processed employee entrance/exit paperwork
- Responsible for preparing and deploying company computers, peripherals, and other equipment
- Maintained a functioning warehouse environment by maintaining Zebra label printers, calibrating scales, and assisting warehouse employees with technical issues
- Assisted with side projects when needed such as large-scale hardware deployments, inventory, documentation, and any task that was appointed to me
- Worked in an on-call rotation and supported employees remotely when required
- Hired on as a permanent employee after 90-day evaluation period
0-5 years of experience
As part of a six person team, responsible for managing three main labs with 5000+ servers and network equipment, and solving 800+ tickets per month
- Support server, switch hardware and software troubleshooting, upgrading, and replacing malfunctioning parts
- Configure CPU, Memory, and Drives for a variety of customer requests
- Support multiple versions of Windows OS for servers, specialized in Windows 2008 and Windows 2012
- Responsible for imaging, patching, and troubleshooting on daily basis; also responsible for troubleshooting network issues and VLAN configurations
- Maintain users account, access, and remote connectivity based on required data security levels
- Self-learning and passed multiple certification exams in short period (Server+, network+, HP, DELL, CCNP R&S)
0-5 years of experience
Support local, remote, and rig users with various computer and network related issues.
- The only Support tech, supporting over 1000 end-users. Sole support tech for over 1000 end users.
- Help maintain LAN and active directory daily (password resets, ETC.)
- Used Norton Ghost and Sysprep for large roll out projects of Windows XP and Office XP.
- Supported Dell Optiplex and Latitude computers.
- Served as backup Citrix administrator
0-5 years of experience
Served as Information Technology Project Manager responsible for integrating new team resources including
application training, systems access and process documentation.
- Provided 24-7 application and functionality support of Wholesale and VOIP applications running on more
- Administered user-side SharePoint 2013 site, designing and implementing solutions, customizations, and content management (web parts, application pages, page layouts, etc.) for enterprise scale portal.
- Worked with other business and technology teams to support resolution of end-user inquiries of SharePoint
- Served as a SharePoint site owner, responsible for employee’s permission to site content, updating
- Responsible for 24-7 system and application support responsible for alerts from HP BSM (Business Service
- System and regression tested migrations of MVNO (Mobile Virtual Network Operators), SPMP
0-5 years of experience
Supported Microsoft Business Productivity Online Services Dedicated (BPOS-D) as SAAS Model, which offers online services of Microsoft Exchange, SharePoint, Office communications and Live Meeting to clients.
- Support clients with issues related but not limited to, Provisions, Mailboxes Types, Distribution Groups, Permissions, PST, Quotas, Mailbox Policies, OWA, Outlook (OOO, Rules, email and folders recovery, glitches, send/receive, etc.)
- Support provided through phone calls, Email, and ticketing systems Seibel and CAP (Customer Assistance Portal).
- All problems were handled according to their priorities and SLAs.
- Full and detailed documentation process with problem symptoms, steps of research and analysis, resolutions and escalations of unresolved issues.
- Provided clients with Follow up and updates of their problematic issues from the time it is reported until it is resolved.
- Provided an excellent customer services, professional communications with high level of competence and insure Clients satisfactions.
- Used and Supported Microsoft Exchange Server Enterprise 2007/2010, Microsoft Office Outlook (2003, 2007, 2010), ACTIVE DIRECTORY, Powershell, EMS, EMC, ADSI EDIT, MFC MAPI, WIN SERVER (2003, 2008), Internet Information Server (IIS), Blackberry / Exchange ActiveSync, Office Communicator.
0-5 years of experience
Work in a high call volume Service Desk environment providing all my previous Help Desk Technician duties to the firm’s 17 offices locally and remotely, in addition to:
- Many weeks spent working independently of the group either on swing shift or traveling to other offices to be the on-site IT support
- Utilization of Remedy ticketing software to open, work, and resolve an average of 40-50 tickets per day
- Providing AV set-ups/support for the corporate meeting center
- Supporting remote access
- Administration of firm-wide document management system
- Creation of Knowledge Base articles for the Department’s database
0-5 years of experience
Troubleshooting software and hardware issues by performing desk side visits or via remote connect tools.
- Assisting customers with VPN connections and iOS 7/8 synchronization to Exchange server systems.
- Supporting domain access of W7 accounts for domain users in Active Directory.
- Troubleshooting Microsoft Office Professional 2010 and 2013 products for clients with software problems.
- Network troubleshooting of Dell laptops and desktops and related hardware components.
- Wireless, Active Sync and Mobile Iron support of smartphones and tablets iOS 7/8 (iPhone, iPad, Androids)
- Configuration of newly hire employees hardware, software and data transfers to new equipment.
0-5 years of experience
Handled software and hardware break-fix requests in a large hospital environment
- Resolved end user trouble tickets on-site or with remote administration tools
- Helped coordinate a large pc rollout. Imaged and deployed hundreds of pc’s and laptops.
- Setup and troubleshooting of network printers.
- SCCM imaging and administration
- Active Directory support and administration
0-5 years of experience
Worked with domestic and international employees and clients
- Performed internal and Client facing Systems Administration support for internal applications.
- Performed desktop administration for internal users
- Performed server upgrade and patching regularly scheduled maintenance
- Participated in ISO 27001 audit
- Documented processes and performed duties aligned with ISO 27001 operating procedures
- Desktop administration and imaging
- Log and reply to tickets in Zendesk
0-5 years of experience
Support front office application used to book repurchase agreements and other collateral based trades.
- Troubleshoot any issues that Trading, Sales and Middle Office encounter and ensure trades are routed to their correct destinations for settlement.
- Prioritize production issues in order to restore system functionality and perform root cause analysis on major production impacting incidents to provide permanent solutions for these issues.
- Reduced action items by 10 issues a week through the creation and implementation of new tools that empowered users to quicker find resolutions.
- Review current processes and documentation to identify knowledge gaps and inefficiencies.
- Coordinate and implement software release efforts with various hardware, software and business units.
- Pilot software change from BMC Remedy ITSM to Service Now for incident management and reporting.
0-5 years of experience
Responsible for supporting data records, reporting and analysis and contributing to a variety of legal administration functions. Assisted with projects and handled in-person inquiries from customers, clients and colleagues.
- Provided data management for departmental legal databases.
- Participated in assessment and testing of new software, upgrades, and other project assignments.
- Provided user support and training on specific legal technology databases.
- Added value to law department operations through continuous process improvement
- Assisted in giving feedback and in problem solving departmental issues.
- Worked closely with the legal department’s lead project analyst.
- Set up appointments for vendors and handled in-person inquiries from clients.
0-5 years of experience
Responsible for basic to complex Time and Labor software and hardware implementation.
- Performed analysis of existing client databases and took the appropriate course of action as needed to address issues or problems identified after implementation during Quality Control or due to client customization changes.
- Independently managed multiple priorities, customer meetings, follow-up with clients and internal/external support while maintaining a high-level of service and customer friendly manner.
- Attended client and internal meetings to provide mentoring to new staff to facilitate a faster integration into the department.
- Provided recommendations and consultations to management on areas for departmental or implementation process improvements based on utilizing software and real world experience working with the client base, while providing action plans to resolve customer implementation issues.
0-5 years of experience
Managed network and software related issues.
- Supported internal clients for all LAN, WAN, related issues.
- Supported Windows 2008 server related issues, user permissions.
- Installed, configured VOIP, Microsoft Office programs.
0-5 years of experience
- Provided customer service by answering inbound phone calls from customers and resolved their technical issues in a professional and efficient manner
- Content management of Knowledgebase articles in Microsoft One Note
- Maintained thorough and accurate call logs in documenting all technical difficulties encountered in HP ServiceCenter
- Active Directory Administration: unlocked and reset NT/AD user accounts
- Remotely troubleshooted IT-related problems with DameWare
0-5 years of experience
[company name] had an IT resource contract at a large regional acute care provider which included 3 large hospitals and 30+ satellite facilities.
- Implement and train physicians on utilizing internally developed EMR
- Train clinical staff in departmental applications
- Support 12 various clinical applications at multi-facility acute care inpatient/outpatient health care organization
0-5 years of experience
Worked with School Educators and Administrators from school districts nationwide in providing support for student online education testing
- Provided Tier 1 technical support through front-line telephone and email communication supporting Acuity system
- Provided Tier 1 technical support for Indiana ISTEP testing
- Responsible for opening and owning service issues, while keeping in contact with initiator to actively work issues until resolved.
- Worked independently with minimal supervision while maintain a high level of quality work and output
0-5 years of experience
started working on the front-end and the back-end for the company’s health care domain
product (IMS) using Power builder and SQL. I was assigned the task of optimizing the design and performance of the patient master front-end screen.
- After working in the development team for 6 months I was moved to the implementation team where I
- During my period in implementation team I was given a major task of analyzing and providing a report on the HL7 2.5.1 and also in optimizing the implementation process.
- After 10 months in implementation team I moved to the hosting department. The department was
0-5 years of experience
Provide software applications support by responding to product application support questions from customers, analyzes problems and recommends corrective action in concert with the Development team.
- Track applicable statistics, call volume, reporting results and recommending improvements to maintain end-user computing and customer satisfaction.
- Day to day management of trouble tickets and trouble ticket systems.
- Coordinate activities that will enhance customer satisfaction to include working with the Development team to identify, report and resolved issues.
- Seek out “excellence” and apply automation when and wherever feasible.
- Act creatively to prioritize tasks, interpret information, and apply technical knowledge to facilitate the business solutions required to meet technology needs and issues.
10+ years of experience
Work daily trouble tickets, provided 2nd line
support, complete daily reports, update existing reporting, Analyze
reports for trending or identify errors.
- Customer Care Manager: Lead customer care reps to provide world class
- Customer Care Team Leader: Lead customer care reps to provide world- class service, coach reps, handle escalations, interviewing and hiring
- Central Processing- Responsible for payment posting and account
- Senior Customer Service Rep-Retail-Responsible for day-to-day
- Customer Care Representative: Front line customer care by assisting
0-5 years of experience
Analyst supporting telecommunications network monitoring and troubleshooting systems.
- Engage higher-level technical teams and vendor support to assist with trouble resolution.
- Perform trouble isolation and initiate corrective action on customer reported problems.
- Multi-task effectively while engaging frequent stressful situation.
10+ years of experience
Provide end user support for Oracle HRMS and Kronos Time Clock Software
- Help with Kronos Time Clock Conversions
- Provide classroom training for Oracle HRMS Software
- Use good judgment and problem solving skills to help resolve HR/PR issues
- Multi-task job duties in order to meet deadlines
- Work with a variety of internal and external customers on a daily basis
0-5 years of experience
- Provided first, second, and remote support to customers
- Analyze problems, answer questions and provide training about the software
- Make basic customizations based on customer needs
- Created incident tickets at the time of the call.
- Provide regular updates to customers on open support issues
- Provide support for DNS DHCP, and Active Directory Issue
0-5 years of experience
Provided exceptional customer service by assessing customer requirements and utilizing service programs to drive customer satisfaction.
- Responsible for addressing any gaps in order patterns to ensure compliance with contractual requirements and work with the necessary departments to address any non-compliance issues.
- Worked with Order Fulfillment and Manufacturing Make sites to ensure customer satisfaction as it relates to meeting/exceeding customer order requirements.
- Worked with Finance and Accounting departments to assist and help with invoice and overdue payment related issues; Monitored and assist the shipping warehouses with order shipment related issues to ensure proper processing of customer orders.
- Assisted the Order Fulfillment team in meeting monthly line loads and quarterly Net Revenue goals based on Business Unit. Provide critical customer account feedback as it relates to short term line loading.
0-5 years of experience
- Support MVP developers and App development operations for marketplace mobile app submissions for Windows Phone platform.
- Validated developer qualifications for support, certification and app submission to the WP7 app hub, and gather relevant information.
- Escalate critical issues to the certification, commerce and Windows Phone business groups.
- Enforce App Hub polices, assist with registration, and update FAQ’s and relay the developers concern for improving the App Hub experience, for the consumer and developer communities.
0-5 years of experience
I balance assigned state and regional contracts to bring revenue to the states and to [company name].
- Account for dollars for state and local government agencies. Identify and balance numbers for several contracts.
- Timely invoice for those contracts monthly. Meet appropriate deadlines and exceed expectations.
- Work closely with IT to make sure outgoing reports go out timely.
0-5 years of experience
- Assisted and Troubleshoot Outlook issues including setup, additional profiles, contacts and calendars.
- Advised clients on the differences in setups for POP3/IMAP and Exchange with the benefits of each.
- Helped clients understand how DNS records relate to them including A, MX and CNAME records.
- Assisted clients with [company name] Encryption secure messages and Encryption/DLP.
- Create client evangelists by providing world class client support to our numerous software solutions with Microsoft Outlook, Icewarp, Microsoft Exchange and Active Directory Hosting.
- Provide technical support for mobile applications including; iPhone, Android, and Blackberry.
- Act as a client liaison handling phone and email support requests, becoming an advocate for the resolution of client issues.
- Work closely with other departments in resolving issues and fulfilling all client requests, regardless of the nature of the problem.
0-5 years of experience
- Perform analysis and isolation of trouble conditions.
- Provide trouble resolution and closeout when possible.
- Provide Home Network Equipment Support to customers.
- Operate a PC/data terminal to maintain status of service orders and trouble reports in various FTTP operations databases.
- Provide End Users with order status, service activation support for Voice service calling features, voice activation support for data service PC configuration, home router configuration, and/or email/internet applications.
0-5 years of experience
Responsible for the overall administration and oversight of sales support activities for the sales office
- New and renewal processing, product implementation, re-enrollment activities, vendor interaction, group set-up or cancellation, running reports, preparing meeting materials, developing proposals and benefit grids, research, problem resolution, and other administrative and account relationship activities.
- Effective management of work flow; ensuring efficient assignment and completion of work product deliverables, including educating external customers on simplified submission processes; identifying and implementing process improvements; prioritizing volume to ensure deadlines are met; preparing and/or reviewing proposals for accuracy and reasonableness before delivery; follow-up on open proposals and maintain timely status updates; analyze and coordinate implementation of sold cases to ensure accurate installation.
- Attend meetings with sales personnel; investigate and resolve complex issues; provide timely and accurate responses to external customers.
- Accurately and timely process and set-up new or updated clients in the appropriate system(s)
0-5 years of experience
- Partake in computer re-imaging for student and faculty desktop computers and laptops
- Resolve technical issues for faculty and staff that include, but are not limited to: faulty hard drives,
- Partake in computer set-ups: from external hardware connectivity to required software installations for proper use.
- Shadow and learn new concepts and strategies of technological support analyst.
0-5 years of experience
- Analyzes and resolves faults and requests regarding use of application software or hardware.
- Logs and tracks incidents and requests from identification through resolution.
- Follows up with other support staff involved in resolution to ensure ATM tickets are resolved.
- Send commands to ATM’s that not responding to bring them back to a working state.
0-5 years of experience
Install various operating systems on Desktop and Server Hardware.
- Troubleshoot hardware and software issues.
- Install software upgrades for various applications.
- Troubleshoot end user issues for various companies.
- Install PC, Network equipment, and Servers at Client sites.
- Maintain customer support for employees at numerous Client sites.
- Work with Helpdesk, Sales, and Office Staff in day-to-day functions.
- Communicate with Hardware & Software Vendor Support on behalf of Clients.
- Educate and train users on hardware and software
6-10 years of experience
- Provide Color related support via telephone, fax and email.
- Provide software and hardware support.
- Provide basic end-user training in all supported systems.
- Document incoming calls.
- Open tickets when equipment replacement is necessary.
- Communicate with Color Lab regarding color formula and product related issues.
- Support multiple product lines for automotive finishes as well as sign finishes.
- Onboard training of new hires for the Technical Support Team.
0-5 years of experience
Fully accountable for demonstrating initiative, strong analytical and critical thinking skills, and healthcare industry knowledge to serve as an SME, manage client projects, and lead the technical support team. Directly responsible for analyzing ANSI files for potential discrepancies that may hinder medical claims processing for clients. Perform data analysis in order to identify areas requiring improvement as well as to ensure suitable measures are utilized.
- Display excellent collaboration and leadership skills, attention to detail and deadlines, and ability to multi-task and take ownership of projects while working effectively with individuals at all levels within the organization.
- Counsel team members on strategies geared toward proactively identifying errors in client data and reducing client escalations. Create and document standard operating procedures documents utilized for staff training.
- Accept new assignments and responsibilities with a positive, cooperative, and team-oriented attitude. Complete all tasks and projects in the most efficient manner possible and exercise independent decision making.
- Convey technical issues in easy to understand terms to a wide range of audiences, apply analytical and critical thinking skills to solve problems, and facilitate positive outcomes and decisions for client/business projects.
- Develop and conduct onshore and offshore continuous learning activities geared toward reducing inventory and improving quality. Carefully manage department inventory to ensure that service level agreements are met.
- Research, identify, and resolve solutions to client issues with enterprise applications inoperability problems. Use well developed interpersonal skills to respond effectively to both internal and external requests and inquires.
- Recognized by management for anticipating problems, presenting effective solutions/recommendations, team collaboration and cooperation, exceeding work expectations, and consistently delivering outstanding results.
0-5 years of experience
- ​Communicate with customers / sales by phone and email in referenced to inquires, including status updates, tracking numbers and proof of delivery
- Create and Expedite orders in SAP for customers
- ​Generate order acknowledgements, delivery notes , returns and credits/debits
- ​Ensure delivery by tracking delayed orders
- ​Collaborate with other Lapp departments to ensure customer satisfaction is maintained
- ​Provide quotes to customers
- ​Contact customer regarding freight issues and material shortages
- ​Researched and resolved issues on a timely basis
- ​scan and attach completed orders for EZ Archive
0-5 years of experience
- Understand, read, build, and execute complex MySQL queries
- Perform MySQL database maintenance, backups, and restores
- Troubleshoot and resolve IIS related issues
- Discover, troubleshoot, and resolve DNS, TCP/IP, and other networking related issues
- Work with, understand, and create SNMP monitors and traps
- Work with, troubleshoot, and resolved Windows and Windows Server OS issues
- Create technical documentation to be published internally and externally
- Troubleshoot, investigate, and document software issues (bugs) with the LabTech application
- Find and document workarounds for limitations or software issues with LabTech application
- Train and assist other engineers to troubleshoot and resolve new problems
Gabriela Barcenas
CPRW, Content Writer IIGabriela is a Certified Professional Resume Writer (CPRW) and career adviser. With 10 years of digital media experience and five years of resume writing expertise, her publication history includes fashion, education, travel, social justice, equitable design and career advice.
