Technical Support Analyst Resume Plano, TX - Hire IT People

SUMMARY:

Self - motivated, detail oriented, and experienced healthcare and IT professional with excellent customer service and time management skills. Consistently ranked at the top of the team with nine years of technical support experience.

PROFESSIONAL EXPERIENCE:

Confidential, Plano, TX

Technical Support Analyst

Responsibilities:

Managed calls, emails, and projects for 400+ hospitals and emergency rooms supporting the Confidential proprietary electronic health record software in a high volume fast paced help desk environment.
Assisted with configuration and troubleshooting of Windows servers and workstations, SQL databases, printing, networking, HL7 interfacing, maintenance downtimes, upgrades for the Confidential applications, building out new Confidential servers, server patching and migrations.
Worked with internal departments and other healthcare vendors to assist with resolving customer technical issues and escalating tickets to the proper departments in a timely manner.
Consistently in the top of team metrics including first day resolution, ticket count, average call time, and CSAT.
Created Knowledge Base articles, process documentation, and project documentation.

Confidential, Dallas, TX

Service Desk Technician Tier 2

Responsibilities:

Managed calls, emails and provided desk side and remote technical support for users in the corporate office and construction job sites nationwide.
Assisted users with troubleshooting network connectivity, Outlook, VPN, Cisco VOIP phones, software and hardware diagnostics and installation, installing and troubleshooting network and local printers/scanners, virus removal, AD password assistance, and setting up conference room A/V equipment.
Inventoried and imaged all new systems with corporate image. Installed and tested any special requested software and hardware.
Coordinated with vendors and other internal departments to assist with diagnosing and resolving hardware and software issues.
Activation, troubleshooting, updating and email setup on iPads, iPhones, Android, and Blackberry devices.

Confidential, Carrollton, TX

PC Technician

Responsibilities:

Managed calls and emails supporting consumers and small to medium sized businesses in the U.S. and England. Using remote access applications in a call center environment.
Assisted users with troubleshooting Windows OS errors, PC applications, networking, Virus and malware removal, and installing software.
Consistently in the top three out of fifteen technicians for combined metrics including average handling time, first call resolution, and adherence.
Create knowledge base articles to help internal and external users easily find answers and fixes to common customer technical questions.
Created an Anti-Virus Licensing script that allowed Remote Technicians to cut processing time by 20% thereby decreasing average handling time per customer.

Confidential, Arlington, TX

Mobile Phone Service Technician

Responsibilities:

Assisted customers at the Verizon Wireless service desk with technical and customer service mobile phone issues.
Primary job functions included cell phone software diagnostics/repair, diagnosing connectivity issues, firmware flashing, usb modem air card setup and diagnostics, non-commission sales.
Blackberry support including email and calendar setup, software installation, and Blackberry desktop manager setup.
Consistently in the top 10 of non-commission sales metrics out of 150 service technicians.

Confidential, Arlington, TX

Service Desk Technician

Responsibilities:

Managed the PC repair work load for three Solution Station by Dell kiosks locations.
Primary job functions included PC and laptop hardware and software diagnosis and repair, hardware diagnostics and installation, malware removal, Windows operating system installation, and Dell warranty repairs.
Used Service Bench for notation of work completion and reporting.
In the top three out of eight technicians in tech metrics that included total handling time, number of systems completed, up sells, and number of re-works