Technical Support analyst Resume

SUMMARY

As a Tier 2 Technical Support Analyst wif a vast knowledge of web applications, as well as software and framework development, I am seeking a position dat will allow me to assist clients in troubleshooting to effectively communicate and clarify complex system concerns.
My vast technological experience allows me to strive to solve any problem dat may arise in an innovative, efficient, and timely manner.

TECHNICAL SKILLS

PROFESSIONAL EXPERIENCE

Technical Support analyst

Confidential

Responsibilities:

Provide real - time support to users by evaluating needs, defining technical problems, and determining and implementing solutions
Proactive in performing activities to maintain and enhance overall system performance
Install, maintain, and inspect computer software
Provide remote troubleshooting solutions for computer and operating systems
Resolve user concerns wif strong communication skills, while displaying courtesy and strong interpersonal skills and building successful relationships
Train new employees and clearly explain protocols

IT Sr. service Desk speicalist

Confidential

Responsibilities:

Troubleshot Microsoft Office 2010/2013 Suite issues, Office 365 environments, Internet Explorer, e-mail (Outlook & web Outlook) & remote access/desktop support issues
Supplied support for end-user software, including Windows, Microsoft Office and various software applications
Followed up on all IT support tickets submitted
Supported local and remote users accessing teh network via VPN and Remote Desktop
Provided phone, online chat and hands-on technical support to internal employees to resolve IT issues.
Identified and documented hardware/software recommendations and best practices
Provided onboarding and offboarding of employees by preparing equipment, creating accounts, provisioning
Recognized recurring technical issues and proposed and implemented appropriate solutions
Proactively approached to teh computing environment by identifying areas for improvement before issues arrive

DeskTop Technician

Confidential

Responsibilities:

Performed on-site analysis, diagnosis, and resolution of complex desktop problems for end-users
Recommend and implemented corrective solutions, including off-site repair for remote users as needed.
Installed, configured, tested, maintained, monitored, and troubleshot end-user and network hardware, peripheral devices, printing/scanning devices, presentation equipment, software, and other products in order to deliver required desktop service levels
Constructed, installed, and tested customized configurations based on various platforms and operating systems
Collaborated wif team members to ensure efficient operation of teh organization’s desktop computing environment
Where required, administered, and resolved issues wif associated end-user software O365 ProPlus - Links (hyperlinks) not opening from wifin Outlook email
Re-imaged workstations from Windows 7 to Windows 10
Ensured desktop connections, ie. network jacks were in proper working order.
If necessary, liaised wif third-party support and PC equipment vendors.
Addressed user tickets regarding hardware, software and networking

IT senior service Desk specialist

Confidential

Responsibilities:

Resolved software/hardware issues, flight delays, network, Windows 7, Microsoft Office 2010/2013 Suite issues, Internet Explorer, e-mail (Outlook & web Outlook) & remote access/desktop support issues through troubleshooting
Supported IT issues for internal end users
Reset users’ passwords & unlock accounts wif support tools and Active Directory for several applications
Configured and installed software for end-users’ desktops, laptops, tablets, corporate phones, and network printers
Confirmed pilots and flight attendant’s flight devices and applications on device are wifin FAA regulations.
Provided phone, online chat and hands-on technical support to internal employees to resolve IT issues.

Document Technologies System Administrator

Confidential

Responsibilities:

Assisted wif planning teh appropriate system needs of a company
Installed systems and provided system support
Solved problems connected to teh network and system and monitored network efficiency
Performed regular backups and restored information as necessary
Assisted wif planning, implementing and monitoring security measures to prevent system attacks
Trained other IT staff
Set up user accounts
Monitored storage capabilities of teh system