Tech Support Analyst Resume Sample

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Percy Gibson
1317 Marcus Walks,  Dallas, TX
+1 (555) 427 3422

Work Experience


Senior Tech Support Analyst
10/2015 - PRESENT
Phoenix, AZ
  • Provide 2nd level support on time-sensitive workstation, telephony, and mobile related issues and requests
  • Extradite hardware repairs to third party providers as needed
  • Provide senior level Information Technology Desktop services support
  • Be the first point of contact in all computer hardware and software problems and requests
  • Analyze problems (both technical and operational) and arrives at workable solutions
  • Update and maintain the related database(s) and systems
  • Assist the support of administrative computer-based applications
  • Keep business informed of outages or system issues
Tech Support Analyst
10/2010 - 08/2015
Detroit, MI
  • Masterful organization and planning skills
  • Troubleshoots and restores routine to complex technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using remote control tool and established processes and procedures
  • Works to analyze and resolve the problem as quickly as possible or escalates to the appropriate team to ensure timely resolution
  • Assists other team members as needed
  • Assists with documenting technical processes and procedures utilized by the team and its customers
  • Communicates effectively with customers, technical experts and all levels of management. -Ability and willingness to work outside of normal business hours to accomplish work assignments
  • Ability and willingness to work on-call responsibilities, including nights and weekends
  • Experience supporting: Windows 7, 8 and 10 desktop operating systems, MS Office 2010 and higher
Tech Support Analyst Assistant
12/2004 - 04/2010
Chicago, IL
  • Experience supporting
  • Provides hands-on troubleshooting of routine to complex desktop hardware issues when unable to resolve through remote control tools
  • Works in a team environment and consults co-workers and procedures to optimize problem resolution. Assists other team members as needed. Assists with documenting technical processes and procedures utilized by the team and its customers
  • Ability and willingness to work outside of normal business hours to accomplish work assignments. Ability and willingness to work on-call responsibilities, including nights and weekends
  • Customer support experience at a software company
  • World-class communication skills, both oral and written
  • Experience working with Salesforce and Smartsheets
  • Understanding of file formats and communication protocols such as FTP, CXML, CSV, EDI and EDIFACT

Education


Averett University
1999 - 2004
Bachelor's Degree in Computer Science

Professional Skills


  • Excellent interpersonal, time management skills, and writing skills
  • Excellent Desktop / Endpoint troubleshooting and critical thinking skills
  • Excellent problem-determination and solving skills
  • Skilled in troubleshooting and analysis technical communication, as well as written and verbal communication skills
  • Web services, web development and/or support of .net environment applications especially MVC with a strong SQL, reporting and analytical skills
  • Excellent communication and interpersonal skills to interact with all technical stakeholders including employees, customers and prospective clients
  • Excellent organization skills and provide examples in interview

How to write Tech Support Analyst Resume

Tech Support Analyst role is responsible for technical, basic, customer, troubleshooting, microsoft, interpersonal, analysis, english, research, reporting.
To write great resume for tech support analyst job, your resume must include:

  • Your contact information
  • Work experience
  • Education
  • Skill listing

Contact Information For Tech Support Analyst Resume

The section contact information is important in your tech support analyst resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

  • First and last name
  • Email
  • Telephone number

Work Experience in Your Tech Support Analyst Resume

The section work experience is an essential part of your tech support analyst resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous tech support analyst responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular tech support analyst position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative Tech Support Analyst resume experience can include:

  • Excellent customer service skills -Excellent skills with Microsoft Windows operating systems and Microsoft Office
  • Excellent problem-determination / solving skills,
  • Experienced with the installation, repair and replacement of desktop computers. Knowledge, Skills and Abilities required
  • Excellent interpersonal skills and technical product knowledge and detail oriented
  • Understanding network protocols, addressing schemes and basic skills to trouble shoot the network components
  • Proven skill in configuring, troubleshooting and supporting escalated end user client systems including desktop, laptop and mobile computing devices

Education on a Tech Support Analyst Resume

Make sure to make education a priority on your tech support analyst resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your tech support analyst experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

  • School you graduated from
  • Major/ minor
  • Year of graduation
  • Location of school

These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in Tech Support Analyst Resume

When listing skills on your tech support analyst resume, remember always to be honest about your level of ability. Include the Skills section after experience.

Present the most important skills in your resume, there's a list of typical tech support analyst skills:

  • Demonstrated effective time management, strong verbal and written communication, interpersonal and negotiation skills are essential
  • Excellent interpersonal, written, and oral communication skills Proven ability to balance, prioritize, and organize multiple tasks
  • Demonstrated judgment to delegate/escalate issues appropriately. Effective skills at technical and administrative work direction
  • Good problem solving skills with ability to identify opportunities for use of technology solutions to improve efficiency and reduce errors
  • Superior verbal communication skills as evidenced in interview
  • Excellent English and Spanish written and oral communication skills

List of Typical Experience For a Tech Support Analyst Resume

1

Experience For Senior Tech Support Analyst Resume

  • Customer service focused, detail oriented, ability to work in a quickly changing environment, and excellent phone and English language skills
  • Excellent English and German written and oral communication skills
  • BS/BA or equivalent experience and 2+ years of technical analysis experience in a customer support environment
  • Strong customer service focus and proven success in customer relationship management is required
  • Respond effectively and timely to customer requests via email, chat, and phone
  • Proven experience as Desktop Support Specialist or relevant position
  • Provide assistance in critical production issue resolution both (Priority 1 and Priority 2)
  • Basic knowledge of IP Telephony and IPT troubleshooting skills
2

Experience For Business Tech Support Analyst Resume

  • Technical experience in a deployment, application support or technical support role, with a proven background in client interfacing
  • Demonstrated working knowledge of Unix (Redhat Linux, CentOS, Solaris), Windows 7 & 8, and OS X user interfaces, utilities, and operating techniques
  • Experience working in an organization utilizing formal processes such as Change Management, Incident/Problem Management
  • Experience working with paging and music systems. Amplifiers, Dish and Direct TV receivers. Music on hold
  • Experience supporting Windows 7/10 in enterprise environment
  • Experience supporting PC AND MAC in enterprise environment
  • Upon hire Completion of UCSD Health System Skill Soft training with certificate of completion
3

Experience For Associate Tech Support Analyst Resume

  • Experience working with or via educational endeavors on a variety of Voice circuit technologies and hardware (B1,T1,VOIP,BCM,PBX,Avaya\Cisco IP phone sets)
  • Experience working with or via educational endeavors on various Cisco Switches
  • Experience working with alarm systems and fire suppression devices: Anzul, dry and wet sprinkler systems, HVAC and ventilation dampers
  • Experience working with CCTV and surveillance equipment
  • Experience working with fax machines
  • Experience working with both wired and wireless devices
  • Good knowledge of Visa internal systems including VIP, BASE II, VROL etc
  • Experience in payment industry, dispute resolution, eCommerce and API
  • Experience working with cross functional business teams in projects
4

Experience For IT Tech Support Analyst Resume

  • Strong s administration background in file transmissions area
  • Creates DB scripts to correct invalid data within the database
  • Relevant tech support, or help desk experience
  • Be a go-to knowledge person for the team, work well as part of an effective team and collaborate with other teams at all organizational levels
  • CompTia A+ or equivalent is required along with Apple Certified Macintosh Technician (ACMT) certification and Caper/Jamff experience
  • Provide an incredible customer experience with every customer interaction
  • Experience with Casper, JAMF, imaginf
  • Possess 3+ years experience in a break/fix environment
  • Job related work experience
5

Experience For Customer Tech Support Analyst Resume

  • Possess 1-2 years experience in a break/fix environment
  • Good knowledge of Windows 10, MS Office 365 suite and Outlook
  • Strong desktop troubleshoot knowledge
  • Technical support experience on servers, systems and network
  • Deskside experience
6

Experience For Infra Tech Support Analyst Resume

  • Help Desk experience
  • Relative experience
  • Extensive experience with Apple products
  • ERP software experience – Preferably in Epicor 9, Vantage or Vista
  • Financial business flow knowledge and experience
7

Experience For Mobility Tech Support Analyst Resume

  • Experience in help desk
  • Experience with Microsoft Active Directory and Group Policy
  • Experience with JAMF Pro (formerly Casper)
  • Two (2) years of experience in the technology or customer service
  • Experience with VDI, Microsoft Office Suite, Adobe, Antivirus, Disk Encryption, and anti-malware
  • Current or previous Publix Retail experience
  • One or more years of customer service and/or phone support experience
  • Experience with data collection and analysis methods, techniques, procedures
  • Experience in Salesforce, Service Now, or other ticketing software
8

Experience For Associate Customer Tech Support Analyst Resume

  • Experience in Jira or other issue and project tracking software
  • Experience in Microsoft Office 365, specifically in Outlook, Word, Excel, Access, OneNote, Teams, PowerPoint
  • Validate that all system placements follow space allocation plans provided by the Client
  • Experience of code control tools such as Visual SourceSafe, Team Foundation Server (desirable)
  • ) Client/Customer Services experience
9

Experience For Business / Tech Support Analyst Resume

  • Experience in performance of analytical tasks
  • Planning and designing new platforms and integrating new technologies into existing infrastructure
  • Troubleshooting, diagnosing and resolving system problems
  • Troubleshooting, diagnosing and resolving customers’ issues
  • Attending relevant Epicor product training courses, in-line with our internal certification scheme
10

Experience For Cyber Tech Support Analyst Resume

  • Editing of Engineering drawings to adapt for use as Catalog illustrations
  • Obtaining vendor-supplied source material and converting to Catalog content
  • Moving and installing equipment for project support or as the workday dictates
  • Attending relevant Epicor product training courses, in-line with our internal certification scheme (in ERP E10)
  • Spending time with students that are getting their GED
  • Understanding of MS Office Suite products including Word, Excel, PowerPoint, Access, Outlook, Project, Visio
  • Ensuring Service Level Agreement levels are maintained and adhered to
  • Evaluating new technologies and new releases
  • Conducting cost analysis of newly designed platforms and technologies Focus on Accenture and industry standards, policies and best practices

List of Typical Skills For a Tech Support Analyst Resume

1

Skills For Senior Tech Support Analyst Resume

  • Demonstrates problem-solving skills. Excellent analytical skills with the ability to problem solve
  • Demonstrated knowledge of relational database applications to effectively and efficiently produce desired
  • Networking experience useful – specifically Cisco and / or Juniper experience – certification of either would help
  • Demonstrated experience in use and knowledge of networking protocols such as DHCP, TCP/IP, etc
  • Demonstrated advanced skill at creating technical documentation for complex processes and applications
  • Experience in clinical experience placement and tracking
  • Effectively use standard IT support tools to include Remedy call tracking and remote desktop interface
  • Technical experience in a deployment, application support or technical support role, with a proven background in client interfacing
  • Well-developed PC skills using Microsoft Windows
2

Skills For Business Tech Support Analyst Resume

  • Two (2) or more years of professional experience, and proven success, providing information systems support and management in a large scale organization
  • Advanced ability to develop business relationships and communicate effectively with the user community
  • Excellen verbal and written communications skills
  • Demonstrated skill in data analysis and the ability to formulate accurate and meaningful reports
  • Proven skill in data analysis and the ability to formulate accurate and meaningful reports
  • Experience in offering excellent customer service
  • Experience or formal training in a programming scripting language framework Unix Shell, Perl, Python, Java, C , .NET, Powershell, etc.
  • Experience with imaging, configuring, and deploying secure Windows and Mac systems in an enterprise environment
3

Skills For Associate Tech Support Analyst Resume

  • Experience in mentoring and leading technology staff who are providing routine customer support services
  • Multi-task working with computers, prioritizing, and planning
  • One or more years of experience working within a corporate environment supporting Microsoft desktop applications,
  • One or more years of experience working within a corporate environment supporting Microsoft server applications,
  • Experience in identifying and resolving problems with computer hardware and software and/or with media equipment
  • Experience in mentoring and lead technology staff who are providing routine customer support services
  • Six months or more of experience working within a corporate environment supporting desktops, servers, and applications
4

Skills For IT Tech Support Analyst Resume

  • One or more years of experience working within a corporate environment supporting desktops/ servers/ applications,
  • Experience in developing and delivering instruction
  • Experience in developing and executing queries within a relational database
  • Experience working with a sense of urgency in all matters but especially regarding security issues
  • Experience troubleshooting technical problems and providing easy to understand solutions for end users
  • Experienced in troubleshooting applications running Microsoft Internet Information Services
5

Skills For Customer Tech Support Analyst Resume

  • Experience in Application Server Administration using one or more of the following: WebLogic, WebSphere, IIS or Tomcat
  • Maintain the lines of communication by providing effective feedback and communicate strategy with clients, including dates for resolution of open issues
  • Solid working knowledge of Windows operating systems
  • 2 – 3 years’ experience in engineering support and development of desktop systems, mobile devices and other equipment
  • Demonstrated working knowledge of desktop and business/technical support systems
6

Skills For Infra Tech Support Analyst Resume

  • One or more years of experience working with Microsoft Office Suite,
  • Two (2) years of experience working in design and/or construction field
  • Experience working with Windows 10 in a corporate environment
  • Six months or more of experience working with Microsoft Outlook, Word, and Excel
  • One or more years of experience working with Microsoft Outlook, Word, and Excel
  • Experience with web-based ticketing systems such as ZenDesk or similar applications
  • Experience working with developers to triage and resolve support tickets
7

Skills For Mobility Tech Support Analyst Resume

  • Hands-on experience working with a range of IT hardware
  • Experience in identifying opportunities for use of technology solutions to improve efficiency and
  • Experience working with diverse user populations
  • Experience with Microsoft office suite, client server, Operating Systems, TCP/IP
  • Experience in IT working on operation support and/or Development
  • Experience with New Relic or HP Application Monitoring tools
  • Experience with ServiceNow ticketing application
  • Experience as PC technician supporting over 200 users
  • Experience of database integration using MS SQL Server 2000-2008 (desirable)
8

Skills For Associate Customer Tech Support Analyst Resume

  • Experience with one or more Scripting Languages (PowerShell, Bash, Python, Perl, Ruby, JavaScript, etc.)
  • Experience with one or more Programming Languages (VB.NET, Java, C#, ASP, Visual Basic, etc.)
  • Current or previous experience using Publix Applications (Chaintrack, Supply Chain Work Bench, POS systems, etc)
  • Knowledge and/or experience of quality assurance testing on large web-based applications
  • Collaborate as part of an effective team to achieve team’s goals and provide knowledge sharing assistance to team members
  • Experience in an enterprise environment, understanding of Excel, web applications and basebases
  • Collaborate as part of an effective team to achieve team’s goals and provide knowledge sharing to team members
9

Skills For Business / Tech Support Analyst Resume

  • Experience working in a IT service Desk or inbound Call Center environment
  • Demonstrate knowledge of applicable reporting tools (e.g., Altiris, Flash Traffic, Dashboard)
  • Strong interpersonal abilities – project credibility and integrity
  • Experience performing 2ndlevel technology support
  • Prioritize work based on business needs and provide examples in interview
10

Skills For Cyber Tech Support Analyst Resume

  • Regularly assists less experienced team members and acts in a team lead capacity
  • Stable work history and strong work ethic
  • Develop good code in object oriented environment (Java)
  • IMAC (install, move, add , change) experience
  • Experience in a break/fix environment
  • IT support experience
  • Experience with O365
  • Intermediate level knowledge of and experience with Microsoft Word, Excel, PowerPoint and Visio
  • Experience with Windows 10 in a corporate environment

List of Typical Responsibilities For a Tech Support Analyst Resume

1

Responsibilities For Senior Tech Support Analyst Resume

  • Shift starts at 6pm ET and ends at 6am ET the following day. Shift repeats every 2 weeks. Week 1: US Mon, Tue, Fri, Sat and Sun nights. Week 2: US Wed and Thu nights
  • Shift starts at 6pm MT and ends at 6am MT the following day. Shift repeats every 2 weeks. Week 1: US Mon, Tue, Fri, Sat and Sun nights. Week 2: US Wed and Thu nights
  • Good human relations skills (the ability to work well with others on a team)
  • Two (2+) or more years of professional experience, and proven success, providing information systems support and management in a large scale organization
  • Demonstrated experience with application support for an Electronic Medical Records system
  • Experience installing, maintaining and troubleshooting computer hardware and software
  • Experience working with all types of mobile devices including laptops, tablets and phones
  • Experience with Windows,Linux and Unix operating systems
  • Experience working in or around a HIPAA compliant medical clinic
2

Responsibilities For Business Tech Support Analyst Resume

  • IT experience specifically in network engineering/support
  • Experience with DoD or other United States Government organization’s threat to acquisition activities and operations
  • One or more years of customer service and phone support experience,
  • Demonstrate enthusiasm, initiative and pride in work, and a and responsibilities, and
  • Three to five (3-5) years of relevant voice and data experience
  • Knowledge and experience in Windows OS 7, 8.1, 10
  • Demonstrated ability to interpret a wide variety of technical diagnostic messages and to differentiate between levels of severity
  • Demonstrated ability to troubleshoot interoperability of moderately complex to complex system interaction issues
  • Experience with Apple devices
3

Responsibilities For Associate Tech Support Analyst Resume

  • Six months or more of customer service and phone support experience
  • Demonstrated knowledge of PeopleSoft products, tools, methods
  • Demonstrated knowledge of Microsoft Office ( i.e.,Word, Excel, Access, PowerPoint, Outlook)
  • Demonstrated knowledge of data collection and analysis methods, techniques, procedures
  • Experience with Aria/Radiation Oncology EMR systems
  • Relative experience
  • Experience in Customer Service//Technical Support/Implementation environment
  • Four (4) years of experience in the technology or customer service
4

Responsibilities For IT Tech Support Analyst Resume

  • Three (3) years of experience as a Technical Support Analyst
  • Experience in mentoring and leading technology staff who is providing routine customer support services
  • Experience with SSRS reports and SSIS jobs
  • Good knowledge of Visa Message Formats
  • In general tandem development support experience
  • Experience in client/end-user desktop support focused on Microsoft Windows
  • Possess 1 to 2 years experience in a break/fix environment
5

Responsibilities For Customer Tech Support Analyst Resume

  • General IT experience
  • Experiencing providing customer service and support services
  • Providing desktop support in a Windows 10, Office 20XX environment
  • Ensuring Service Quality levels are maintained and adhered to
  • Ensuring all issues are handled in a timely manner
  • Troubleshooting of Network Issues (when necessary)
6

Responsibilities For Infra Tech Support Analyst Resume

  • Troubleshooting of Server issues (when necessary)
  • Understanding Incident management and Problem Management
  • Understanding of Cloud Based solution and general Cloud knowledge would be useful
  • Understanding of security impacts of end user requests and ensure adherence to company guidelines
  • Working knowledge of Microsoft Visual Studio / Visual Studio .NET
  • Monitoring and technical support of CMSS applications and infrastructure
  • Interact with customers in performing complex testing, support and troubleshooting technical functions remotely
7

Responsibilities For Mobility Tech Support Analyst Resume

  • Resolve Level1/2 incidents affecting the operation/availability of production systems, through troubleshooting and implementing known fixes
  • Able to perform basic SQL operations against backend databases to assist in application monitoring, interfacing and end to end testing
  • Uses ticketing software to manage incoming requests for assistance
  • Evaluate system input/output processes, and working parameters for error free product processing by vendors
  • Continuation of systematically correcting the legacy ambiguities in catalog content organization for easier parts-lookup. This seems to be an ongoing process
  • Provide hands-on service/support as needed to users (e.g., restarting servers, hardware provisioning support, maintenance team)
  • Eperience in developing and delivering instruction
  • Performs entry-level programming tasks associated with the configuration, debugging, and support of software applications and tools in a particular domain area
8

Responsibilities For Associate Customer Tech Support Analyst Resume

  • Contact user for follow up to confirm resolution, gather additional information, or provide updated information using ticketing system
  • Work with other IT departments and act as onsite troubleshooting resource for hardware and networking equipment
  • Knowledge of VBA macro programming or EMV card personalization/terminal testing would be an added advantage
  • Advanced working knowledge of Windows XP/7 operating systems. Expert in MS Outlook, Word and Excel
  • Manage the shipping of old equipment and the delivery of new equipment and maintain tracking information
9

Responsibilities For Business / Tech Support Analyst Resume

  • Manage tape cataloging and tape rotation following Client provided standards
  • Maintain the tape library and vault including off site rotation following Client provided standards
  • Install and maintain cabling following Client provided, published standards
  • Handle incoming escalations to the established SLA’s
  • Provide continuous full support to Analyst I & II representatives through the following
  • Facilitates the resolution of tickets passed on to any Tier 3 support group, working with external vendors as needed
  • Delivers post-development support (including client installations)
  • Serves as the first point of contact for our customer in managing all their issues
  • Attend to all alerts that are prompted via our monitoring tool
10

Responsibilities For Cyber Tech Support Analyst Resume

  • Provide service deliverables according to SLA
  • Provide user training as and when required
  • Supports enterprise/organizational-wide systems and analyzes system dependencies to resolve computing problems
  • Analyzes and determines computing needs and makes recommendations on appropriate tools (hardware, software, peripherals)
  • Participate in ongoing development of Catalog functionality improvements
  • Performs ActionOwner role in CSR cases requiring special in-depth research
  • Advanced Mac Support including Casper/Jamff policy configuration for Mac Application Deployment –
  • Serves as the first point of contact for our customers in managing all their issues
  • Receive, respond to and resolve inbound Client contacts on products, including NON-Technical issues as needed

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