Technical Support Analyst Resume Sample

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Shakira Ratke
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Work Experience


Technical Support Analyst
06/2016 - PRESENT
Phoenix, AZ
  • Experience with Windows, Linux, networking, WAN and virtualization technologies
  • Windows experience in OS 2003, 2008, 7, XP, Vista, IIS administration, TCP/IP, batch scripting,
  • Linux experience in OS RedHat, Ubuntu, web server administration with Apache and Tomcat, shell scripting
  • Representing the client, acting as first point of contact for all technical inquiries regarding E-docs and its integration into external environments
  • Utilizing exceptional written and verbal communication skills while supporting customers via telephone, email, or web chat, while demonstrating a high level of customer focus and empathy
  • Meet established service delivery guidelines and key performance indicators that are measured through customer satisfaction surveys, phone based activities, and schedule adherence
  • Act as a key point of contact for customers follow up and incident management, while maintaining ITSM with updates and resolution
Technical Support Analyst
11/2009 - 04/2016
Phoenix, AZ
  • Collaborating on cross-team and cross-product technical issues with a variety of resources including development to document software defects and customer suggestions
  • Contributing to the knowledge base by authoring and editing articles to share current information with team members
  • Perform various day-to-day functions supporting month-end close as well as related project driven activities and involve system and end user support
  • Provide financial system support for all Accounting and Finance teams during and between book closes
  • Resolve product and customer related data issues
  • Evaluate and perform data change requests for Revenue Accounting, FP&A, and Tax
  • Identify areas of improvement for existing systems and processes

Education


Virginia Tech University - Northern Virginia Center
2004 - 2009
Bachelor's Degree in Computer Science

Professional Skills


  • Demonstrated strong interpersonal skills and communication skills, both oral and written required
  • And of course Excellent Customer Service skills as well as excellent written and verbal communication skills
  • Excellent Customer Service skills as well as excellent written and verbal communication skills
  • Strong communications skills including written and verbal communication and interpersonal skills
  • Strong computer, networking and technical skills to operate effectively with company systems and programs
  • Excellent technical diagnostic and analytic skills with proven problem-solving experience
  • Demonstrated customer service experience and/or strong interpersonal skills

How to write Technical Support Analyst Resume

Technical Support Analyst role is responsible for customer, technical, troubleshooting, analytical, interpersonal, english, organizational, microsoft, organization, intermediate.
To write great resume for technical support analyst job, your resume must include:

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

Contact Information For Technical Support Analyst Resume

The section contact information is important in your technical 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 Technical Support Analyst Resume

The section work experience is an essential part of your technical 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 technical 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 technical support analyst position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative Technical Support Analyst resume experience can include:

  • Excellent organizational skills, including keeping track of multiple issues, problems, and priorities
  • Superior communication skills, including telephone, virtual methods, written, and verbal skills in English
  • Excellent Communication skills & experience on working with global customers
  • Demonstrate clear understanding of process and procedures with excellent case management skills
  • Strong communication skills and proven abilities in a customer facing or customer support role
  • Proven interpersonal abilities along with good oral and written communication skills

Education on a Technical Support Analyst Resume

Make sure to make education a priority on your technical 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 technical 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 Technical Support Analyst Resume

When listing skills on your technical 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 technical support analyst skills:

  • Experience with administration of ticketing systems e.g. ServiceNow Microsoft Windows experience· PC troubleshooting skills· Excellent communication skills
  • Communicating Effectively – Ability to write and present effectively; adjusts to fit the audience and the message; strongly gets a message across
  • Strong communication skills, including being able to communicate effectively with Operations personnel on technical issues
  • Strong customer service orientation and experience, with excellent communication skills, both written and verbal
  • Proven time management and organizational skills; analytical and problem solving skills and the ability to recommend solutions
  • Having good Telecom background with strong analytical skills

List of Typical Experience For a Technical Support Analyst Resume

1

Experience For Technical Support Analyst Resume

  • Good command of the English language with good communication skills both oral and written
  • Excellent interpersonal skills with the ability to work closely with ITS and client personnel, and to provide excellent customer service
  • Strong interpersonal skills – good team player
  • Strong customer service, communication and listening skills
  • Strong communication (oral and written, interpersonal and relationship-building skills)
  • Trustworthy and able to work honestly with little or no supervision Strong troubleshooting skills
  • Strong communication skills, possessing the ability to communicate at all levels, both verbal and written
  • Software testing skills or experience in a commercial IT environment
2

Experience For Technical Support Analyst Resume

  • Excellent customer service skills, including ability to work with users of all ability levels
  • Excellent communication skills – both to a technical and non-technical audience
  • Strong customer-service skills and attention to detail
  • Demonstrates appropriate interpersonal skills to manage and deliver exceptional customer service
  • Good incident analysis skills
  • Excellent customer service skills and patience
  • Excellent troubleshooting, debugging and critical thinking skills
3

Experience For Technical Support Analyst Resume

  • Applying problem-solving skills to investigate and resolve issues affecting mission-critical systems running SCADA and ADMS software
  • Using your written communication skills to update case documentation as well as using, modifying and creating knowledge base articles
  • Analysing and resolving complex networking product issues, using analytical and technical skills
  • Programming skills and especially knowledge of batch/shell scripting for automation
  • Influencing the IT Supply organisations both internal and external to effectively meet the requirements of the business
4

Experience For Technical Support Analyst Resume

  • Ensuring that incidents have the correct priority assigned at all times based on client feedback and own experience
  • Working knowledge of Microsoft Office applications (word, excel) and general PC skills
  • Training skills and the ability to teach and communicate with users
  • Demonstrated experience installing, configuring, backing up, and supporting Windows workstations
  • Work as a support team member to utilizing technical skills and product expertise helping to resolving customer product issues.Qualifications
5

Experience For Technical Support Analyst Resume

  • Demonstrated experience in managing and working help desk support
  • Manage cases efficiently and effectively using Ellucian’s case-tracking system, and follow issue progress through resolution
  • Demonstrated experience in making seemingly complex technologies feel simple and thereby developing a trust that extends through the IT organization
  • Strong work ethic and the ability to prioritize multiple responsibilities while meeting demanding deadlines
  • High-level investigation, analytical, problem solving and trouble shooting skills
6

Experience For Technical Support Analyst Resume

  • Strong experience and working knowledge in one or more of the following technical specialty areas
  • Proven practical experience of providing technical support for a software application serving at least 1,500 end-users
  • Experience in technical support (preferably in a help desk) with experience with resetting passwords and verifying permissions
  • Communicates professionally with both clients and colleagues, using interpersonal skills to work with other teams to resolve outstanding issues
  • Problem resolution- autonomously uses high-level technical, customer service, problem-solving and decision-making skills to handle non-routine/scripted issues
  • Telephony/VOIP experience including Provisioning Manager experience to manager all IP connected telephones
7

Experience For Technical Support Analyst Resume

  • Telephony/VOIP/Cisco experience including Provisioning Manager experience to manager all IP connected telephones
  • Good understanding of XML, its usage and integration within web services, with experience with SOAP being advantageous
  • Experience supporting end-users in a professional environment; experience within a law firm setting is ideal
  • Experience in using and supporting the Microsoft Office suite of tools – Especially valuable is experience in Excel, PowerBI and SharePoint
  • Intermediate level analytical, problem solving, multitasking and time management skills with consistent attention to detail
  • Expert level Skills in the areas of Problem Solving, Issue Analysis, Trouble Shooting and Root Cause investigation
  • Great customer service skills and a passion for developing and maintaining relationships
8

Experience For Technical Support Analyst Resume

  • Willingness to pick up new skills, and a quick understanding when doing so
  • A working understanding, and the ability to demonstrate experience of
  • Use CRM tool to effectively find existing solutions relevant to current issue
  • Computer skills including Windows 7, Microsoft Word and Excel
  • Use your analytical, technical, and programming skills to investigate issues to the root cause in the shortest time possible
  • Documentation and research writing skills
9

Experience For Technical Support Analyst Resume

  • Skills include customer service, communication, interpersonal, organizational and problem solving
  • Effective at fostering strong relationships with business partners and vendors
  • Problem-solving skills necessary to resolve customer reported issues
  • Microsoft Operating System certification, or equivalent demonstrated work experience
  • Proven experience in a technical support role providing support via in-person, phone, or remote methods
  • Customer interfacing skills
  • Proven practical experience of the Unix Operating System at Sys Admin Level
  • Proven experience of liaising with external customers / suppliers
  • Has an excellent understanding and at least 5 years hands on experience with Open Systems platforms (Windows & Unix/Linux)
10

Experience For Technical Support Analyst Resume

  • Proven commercial experience in working in a faults environment
  • Client facing communication skills - Builds positive customer relationships, and works with clients to understand and respond to issues
  • Basic level conflict resolution, negotiation, and consensus building skills
  • Structure Cabling Skills
  • Professional documentation skills writing Method of Procedures (MOPs), Root Cause
  • Skilled and experienced supporting desktops, laptops, printers, switches, wireless AP’s, Internet Circuit’s, VoIP, VPN, general infrastructure etc

List of Typical Skills For a Technical Support Analyst Resume

1

Skills For Technical Support Analyst Resume

  • Strong time management and organizational skills, ability to track resolution of multiple, diverse, long term and high priority items
  • Excellent organizational skills with ability to multi task & prioritise wor
  • Strong customer service skills; shows and demonstrates desire to go above and beyond for the customer
  • Excellent oral and written communications, strong organisational and time management skills
  • Demonstrated good analytical skills
  • Outstanding and effective interpersonal, communication and leadership skills
  • Demonstrating good skills in one or more key areas of Technical or Infrastructure management aligned to the ITIL Framework
  • Good problem-solving and troubleshooting skills, demonstrating a fundamental understanding of how systems are interconnected at various different levels
2

Skills For Technical Support Analyst Resume

  • Has good communication and wording skills in English, both writing and speaking
  • Strong planning, organizational, problem-solving and troubleshooting skills
  • Effectively managing changing business priorities, and driving IT Supply organisations to
  • Proven record of Coaching / Mentoring Skills and the ability to deliver Training Material
  • Strong IT troubleshooting and problem solving skills
  • Strong analytical skills (system analysis, troubleshooting, debugging others/own code, etc.)
3

Skills For Technical Support Analyst Resume

  • Expert Programming Experience with demonstrable knowledge of the following skills
  • Strong analytical skills with an outstanding talent for technical troubleshooting
  • Strong TCP/IP skills, including troubleshooting
  • Good stress management skills in a fast-paced demanding field. is an advantage
  • Excellent client service skills in a demanding, deadline-driven environment
4

Skills For Technical Support Analyst Resume

  • Client facing and excellent interpersonal skills is desirable
  • Demonstrates a customer orientation and effectively communicates verbally and in writing
  • Strong analytical and problem solving skills to address technical issues
  • An action-oriented attitude, with strong organisational, analytical and problem solving skills
  • Gather and convey information to stakeholders Strong analytical, technical writing and verbal communication skills
  • Good verbal and written communication skills demonstrating the ability to work with customers inside or outside of the company
5

Skills For Technical Support Analyst Resume

  • Customer handling and good inter-personal skills are as important as technical know-how as well as the desire to investigate and resolve problems
  • Excellent written and verbal communication skills including the ability to explain technical issues in ways all audiences can understand
  • Detail oriented, ability to be self-directed, learn quickly, and possess excellent problem solving skills
  • Has strong organizational and multi-tasking skills and able to deliver under tight deadlines
  • Good communication skills when
  • Have excellent customer service skills; able to communicate at all levels
  • Strong Excel, MS Word, Visio skills
  • Excellent written and verbal communication skills. 40 hour work week; minimal travel
  • Excellent communication skills both internally and externally, by phone and email
6

Skills For Technical Support Analyst Resume

  • Strong batch scripting, VB Scripting skills, Windows Command line tools and utilities, PowerShell Scripting
  • Demonstrates advanced problem solving, analysis, and multi-tasking skills
  • Hardware and network trouble shooting skills and network cabling experience
  • Excellent collaboration skills in working together with all members of the team; actively developing connections across all IT segments
  • Excellent time management skills required, ability to complete multiple tasks / projects
  • Microsoft Office Suite experience is required with advanced skills in Excel
  • Excellent interpersonal communication skills and be customer service oriented
  • Self-motivated and proven track record to learn new skills and products quickly
  • Strong customer service skills are REQUIRED!
7

Skills For Technical Support Analyst Resume

  • Strong customer service and communication skills (written and verbal)
  • Polished, professional presence with excellent communication skills
  • Has excellent English communication skills, both oral and written
  • Strong technical skills with the ability to quickly learn the Promerit warehouse application
  • Strong analytical skills with logical troubleshooting methodology
8

Skills For Technical Support Analyst Resume

  • Effective troubleshooting and diagnostics skills
  • Good technical analytical skills
  • Self-driven engagement with excellent follow-through skills
  • Strong Microsoft suite skills (Word, Excel, Access, Visio and Outlook)
  • Excellent problem solving and communication skills both verbal and written
  • Good customer service and communication skills, both written and verbal
9

Skills For Technical Support Analyst Resume

  • Excellent communication, interpersonal skills, friendly and sociable
  • Excellent communication skills and customer service oriented
  • Excellent fluent English and French verbal and written skills are required
  • Effective communication skills with an ability to collaborate and work as a team player
  • Excellent communication skills and exposure of handling escalations or critical situation
10

Skills For Technical Support Analyst Resume

  • Good troubleshooting skills and Flexible with work hours
  • Strong communication and presentation skills with the ability to interact with business users at all levels in the organization
  • Excellent analytical skills to use towards problem-solving helpdesk issues
  • Strong log analytical skills, Unix command line for file handling, Linux based systems
  • Strong customer service, problem solving and technical and analytical skills
  • Excellent Communication skills utilising all methods of communication
  • Excellent communication skills both in oral and written forms
  • Customer relations skills to determine problems and document issues and Windows OS experience

List of Typical Responsibilities For a Technical Support Analyst Resume

1

Responsibilities For Technical Support Analyst Resume

  • Intermediate level conflict resolution, negotiation, and consensus building skills. Effective written and verbal communication skills
  • Excellent communication (verbal and written) and prioritisation skills
  • Demonstrate very good communication skills with the ability to work with others to achieve objectives
  • Excellent telephone etiquette and oral and written communications skills
  • Solid Networking and network wiring trouble shooting skills
  •  Good written and verbal communication skills
  • Strong analytical skills, attention to detail, consistent follow-through to assure problems are resolved and ability to respond to last minute support requests
2

Responsibilities For Technical Support Analyst Resume

  • Good critical thinking and problem solving skill
  • Analytical skills and techniques, including managing issues and risks
  • Prior experience in a fast paced, customer facing end user technology support role
  • Research issues and communicate effectively with other departments to resolve customer issues and inquiries
  • Communicate issues and resolve questions with customers as needed to effectively maintain access to licensed products
  • Organizational Skills – Ability to multitask and manage multiple projects
  • Computer skills – Described in Basic Functions for IT Help Desk and Job Qualifications
  • Good experience in the field of application/customer support
  • They understand how IT supports the business priorities, and understand the service levels and service priorities that the business requires
3

Responsibilities For Technical Support Analyst Resume

  • Can effectively communicate both in oral and written forms
  • Can effectively collaborate with cross functional teams
  • Effectively use Microsoft suite (Word, Excel, Access, Visio and Outlook)
  • Problem-solving skills and the ability to learn new technologies
  • Communicate effectively in the service of users and colleagues, both orally and in writing
  • Customer service and problem solving skills, extreme attention to detail
  • Proven experience working in a high volume SLA driven environment
  • Network troubleshooting skills – ability to troubleshoot a solution end to end
  • Proven experience technically supporting an international user base
4

Responsibilities For Technical Support Analyst Resume

  • Good analytical and problem solving skill, happy to roll-up sleeves and lead from the fore
  • Experience in, and a good understanding of MS SQL Server/Relational databases
  • Prior experience trouble-shooting proxy and access issues
  •  Basic troubleshooting skills
  • Work independently and with a strong sense of urgency, manage priorities, and follow through on issues until closure
  • Communicate effectively over the phone to technical and non-technical individuals
  • Learn and pick up new skills quickly
5

Responsibilities For Technical Support Analyst Resume

  • Works independently and effectively and efficiently balances normal work tasks and customer problem resolution
  • Establish rapport and effectively communicate with technical and non-technical audiences at all levels of the organization
  • Possesses mid-level technical knowledge and skills
  • A+ certification or equivalent demonstrated work experience
  • Experience with OASyS DNA, Electric SCADA or DMS/ADMS software strongly desired
  • Effectively analyze Certificate Service Requests to ensure compliance with Standards and reduce certificate duplication
  •  Able to communicate effectively to convey and clarify information
  • Organizational skills and ability to lead and work well with others
  • Acquires and applies new knowledge and skills as needed to support POS, PC, RF, Communication and MST systems
6

Responsibilities For Technical Support Analyst Resume

  • Skill in Confluence, Jira, and / or Remedy experience helpful
  • Experience in support-related experience dealing with customers (in a technical support environment)
  • General Work Experience: 2 - 4 years experience as a Help Desk Support Technician
  • Basic level of teamwork skills (communication, ability to share ideas and solutions for work challenges)
  • UNIX (Solaris/Linux) skills
  • Utilizes management skills
  • Experience of Windows desktop support experience
  • Knowledge and skills from a range of technologies to address work assignments
  • Ensure that the users Incidents are effectively managed to a satisfactory resolution
7

Responsibilities For Technical Support Analyst Resume

  • Information Technology related job experience, hospitality experience is beneficial
  • Research / absorb new Technical Skills quickly and lead the introduction of these into an established team
  • Intermediate Unix system administration skills
  • Migration/installation experience or equivalent combination of education and work experience
  • Able to work effectively as part of a team; be enthusiastic and reliable
  • Problem resolution skills - Investigates and provides solutions to issues, incidents, and problems
  • Prioritising importance of issues based on an understanding of the productivity loss to the customer. Flagging and tracking escalated issues as required
8

Responsibilities For Technical Support Analyst Resume

  • Working experience with SSL certs, installing, ordering , etc
  • Working experience with change management ticketing systems and process, i.e. Service Now, JIRA
  • Managing customer expectations and competing priorities
  • Networking Experience: working knowledge of TCP/IP, SNMP, firewall, proxy,
  • Understanding and experience using of Virtual and Cloud Technologies (AWS, Azure, Vmware)
  • Delivering excellent client service and support
  • Assisting with the audit/validation of meters
  • Troubleshooting experience in Linux/Unix, Windows Server, and FIX
  • Ensuring our customers' use of the software and our support services is a positive experience,
9

Responsibilities For Technical Support Analyst Resume

  • Experience in querying, modeling and visualizing data using tools like Tableau
  • Hands on experience installing, configuring, troubleshooting and using Windows applications
  • Experience of working on standard mediation product like Comptel, HSS, Intec and understanding of service provisioning flows and provisioning scenarios
  • By observing and talking through problems with users, recommend procedural or equipment alterations or training to enhance productivity and user skill levels
  • Good sysadmin-level understanding of Windows 2008, 2012 and 2016 server operating systems and applications management, or Linux operating systems
  • Strong understanding of operating systems (Microsoft W7, Windows Servers), networking, hardware and software
  • Two years of experience installing, maintaining, and troubleshooting hardware and software issues on PC's in an educational or corporate environment
  • Experience configuring, deploying, and supporting desktop PC hardware and software
10

Responsibilities For Technical Support Analyst Resume

  • Troubleshoot eLearning connect technical issues with customers in order to maintain content access and effective learning management
  • Hands-on experience with reading and writing in SQL
  • Knowledge and/or experience with Windows Server 2003, 2008, 2012 configuration, monitoring and troubleshooting
  • Advanced trouble-shooting, prioritizing, and completion of assigned incidents in a timely manner
  • Operates all computer systems and related equipment ensuring all computer data assets are processed according to documented/prescribed standards

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