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0-5 years of experience
Worked as part of a team to maintain and support 800 digital video recorders, 250 network video recorders, and upwards of 7,000 cameras. Acted as the point of contact for digital evidence investigations in conjunction with the forensic lab. Provided new and efficient methods of utilizing software to allow for faster resolution of issues.
- Created a policy regarding data retention for proper storage of hard drives from digital video recorders, ensuring there was a written court document to prove how digital evidence was stored for court investigations.
- Guaranteed chain of custody was properly documented by serving as point of contact for investigations, providing safe removal, storage, and retrieval of hard drives.
- Performed R&D for IndigoVision software, ensuring that all security measures remained intact regarding users access to the [company name] camera system network.
- Reduced open service requests by 75% by creating new workflow procedures.
- Oversaw and collaborated with other IT personnel on the conversion of 800 digital video recorders from the McAfee Antivirus software to Symantec Endpoint Protocol.
- Utilized the Remedy ticket system to manage upwards of 100 service requests concurrently pertaining to issues involving: digital video recorder repairs, user access rights, security cameras, cabling, and connectivity issues.
6-10 years of experience
Perform a business analyst role for a leader in tax/legal information services. Be proactive in finding new ways to address clients’ needs. Identify business requirements for diverse projects, and transmit them to developers. Address software lifecycle issues related to new, mature, and legacy digital products. Conduct product tests and document results. Coordinate training activities, and provide follow up support as a subject matter expert. Write training materials and application process guides for new employees. Work across several internal departments and various departments of clients’ organizations to understand and solve problems. Participate in new product development meetings. Manage time well and multitask to address several issues each day, meet strict deadlines, and solve escalated problems.
- Identified and enhanced processes for responding to inquiries from internal and external clients. Reduced response times from 24-48 hours to minutes.
- Selected as the primary tester and first customer support contact for an Apple-based mobile application.
- Recognized by supervisors with an award for receiving unsolicited positive feedback from a client.
- Persuaded department leaders to abandon a project that did not show a clear benefit to clients and hurt team productivity.
0-5 years of experience
Provided first level problem resolution for all incoming calls. Perform all phases of troubleshooting including interpretation, analysis, research, and resolution of technical problems for several major product categories, operating systems or networking environments.
- Resolved customer’s issues related to usability for digital photo editor, connectivity issues for [company name], plotting of analytical information.
- Diagnosed hardware and software issues in application and customer’s PC’s with a overall customer satisfaction of 85%.
- Solved customer’s issues with a 98 % quality assurance rating.
10+ years of experience
Answered inbound inquiries and analyze/ troubleshoot concerns for non-functioning Accu-chek blood glucose monitors
- Educate consumers and healthcare professional’s on Accu-chek products
- Trained new employees on technical and operational functions of Accu-chek blood glucose monitors
- Developed training aids including visual aids and demonstration models that met instructional goals and objectives that increased the performance of trainees
- Averaged in the 99th percentile in providing customer service and 97th percentile for technical support to customers
- Conducted training classes on SAP
- Reduced technical escalations to management
- Exceeded corporate target for customer satisfaction for 6 months in a row
10+ years of experience
Provided computer support for Faculty, Staff and Students to ensure productivity
- Worked helpdesk for School of Medicine to provide phone and walk-in support
- Conducted one-on-one or group training for technical computer classes
- Technical Support for the Dean of SOM for all of his presentations and board meetings
- Supported specialty equipment used by other departments and maintained their data
- Consulted with users and researched and recommended needed hardware or software for the user
6-10 years of experience
Provided Tier III IT support for Windows XP and Windows 7 desktops and laptops for over 350 users. Conducted troubleshooting of desktop, laptops, printers, iPhones, iPads and Blackberry, print server admin.
- Received an “Excellence Award” for a retrieving a lost document within 15 minutes for a Senior Attorney’s $10M project. The speed of resolution allowed the client to meet the project deadline on time.
- Served as primary technical contact for an offsite Leadership Retreat for 300 partners within the firm. Quickly resolved malfunctioning wireless router to ensure the meeting started as scheduled.
- Handled 80% of the high priority daily remedy tickets.
- Supported 25 users as Technical Lead for the Firm Wide Docketing and International departments, a specialized department using Docket IP, Docket IPFax and Nikes Outlook profiles
- Provided back-up Tier III support for 900 users in the Washington, DC Office
0-5 years of experience
Provided Tier 1 technical support to External customers utilizing NCR computers, cash registers and other N.C.R equipment.
- Preformed in-depth technical configuration and troubleshooting assistance
- Issues not resolved over the phone in a timely manner resulted in dispatching and relating detailed information that would assist technicians in getting the issues resolved.
- Documented problem and solution thoroughly; provided timely status of updates for resolved and newly assigned tickets.
0-5 years of experience
Performed as liaison between QA, Development and support for business analysis activities.
- Facilitated SMR (Software Maintenance Request) meetings and communicated ongoing status of all reported defects and enhancement requests; Maintain status of change requests in Clientele
- Attended customer sites to observe operations, and understand workflow to ensure effective functional/ technical requirements
- Performed data analysis and identified defects in software via cases escalated from support through testing and troubleshooting.
- Performed functional and user interface testing to validate solutions provided by development.
- Resolved or managed escalated support issues from TSS II professionals or management.
- Identified training needs and provided training to the support team(s) as needed.
0-5 years of experience
Delivered substantial front-end technical support to customers by answering complex questions on functionality and product usage. Also recreated and resolved customer problems to deliver quality support and customer satisfaction.
- Inspected and passed over 250 Program Temporary Fix (PTF) documents resulting in improved product quality and fix availability for customers.
- Resolved a DB2 Timestamp data error for the State of New Mexico that enabled them to move to a current release of the COOL:Gen (CA Gen) product.
- Created MVS Date Exit documents to assist customers preparing for Y2K in understanding and installing the exit.
10+ years of experience
Manager and application administrator for all CBT core backup systems in Cincinnati and Hamilton data centers. Managed clerical staff responsible for all aspects of CBT backup including tape handling and disaster recovery readiness. Trained operations staff to monitor, troubleshoot, report and document system problems. Responsible for administration and scheduling over 600 system backups on equipment ranging from SUN SL500 tape changers, to EMC Data Domain and Avamar appliances using EMC Avamar and Networker software.
- Team lead for evaluation, sizing, and pricing new backup appliances and peripherals.
- Managed projects to upgrade backup software, move backup servers, media and equipment, phase out older systems, and expand current systems.
- Responsible for DR compliance to KY Management Audit and Sarbanes-Oxley. Initiated and documented DR scenarios on several CBT systems and created a system recovery document to be used as a template for future audits.
- Transitioned backups from tape based technologies to a disk based de-duplication platform, exponentially increasing data throughput and capacity while shrinking backup windows using the latest technology on the market.
- Introduced proactive procedures for reporting and accounting for new servers, insuring another layer of data security and archival.
- Revamped backup and retention strategy to more efficiently manage offsite and archived data. Organized and oversaw system hardware and software upgrades that led to reductions in manual intervention and allowed for attrition of operations staff, reducing the departmental budget.
- Monitored and verified backup completion on all servers.
0-5 years of experience
Provide first and second line support for help desk, troubleshooting numerous hardware and software systems through remote management and step-by-step instruction
- Identified, analyzed and resolved problems with 91% First Call Resolution.
- Log and tracked all phone and email request and issues through Salesforce and ServiceNow tools.
- Customized customer service experience to fit each client-based need
- Created, managed and reset customer accounts via password administration tools and account management.
- Configured software, Firewall and VPN troubleshooting, LAN, DNS, DHHP settings and browsers internet settings to allow accessibility to online products
- Basic troubleshooting for mobile devices including Android and Apple phones
- Provided techinical care for business customers using Quicken or Quickbooks
- Improved customer relations and achieved excellent customer service
0-5 years of experience
Provided 1st and 2nd level application technical support; run processes, respond to alerts.
- Incident tracking initial problem screening/resolution of difficult to complex issues.
- Routed issues to 2nd and 3rd level production, database, and operations support.
- Created databases and managed user rights, resolved login and access issues.
- Maintained working knowledge of various business processes and applications/systems.
- Engaged in various operational database, production, and system support activities.
- Monitored issues and problems through to completion of resolution.
- Documented changes to processes.
10+ years of experience
Worked with product developers, technical writers, and quality assurance testing analysts, product owners and product marketing to complete product deliverables on schedule.
- Tested products, created and executed manual and automated test plans and procedures, functional testing, integration testing, regression testing, user interface and other testing of multiple products to maximize quality.
- Managed the release of the product upon completion.
- Maintained quality control records, and constantly searched for new ways to reduce costs and improve the customer experience.
- Reviewed and edited product technical documentation.
- Performed worldwide technical support of multiple products.
6-10 years of experience
Provided second level Customer Technical Support for ASG Software Solutions. This support was for application understanding programmer tools found in the Existing Systems Workbench. These tools included ASG-Alliance, Insight, Recap, Center, SmartDoc, and other application understanding products tools. This support included root cause analysis, problem recreation, logging of incidents in tracking system, testing of fixes, and when necessary, escalation of problems or product documentation issues to Development when required. I have worked directly with domestic and international customers, developers, as well as high level Customer Support management on various quality improvement implementations.
- Compiled and implemented Product Technical Specifications information for ASG
- Improved logging of documentation of past customer issues to provide step by step
- Provided enhancements to installation, upgrades, disaster recovery, reporting, and other
- Implemented and achieved departmental and company goals.
0-5 years of experience
Provided technical support to entire staff including remote users.
- Isolated/ resolved network, printer, PC, and laptop problems.
- Configured and installed PC’s and laptops using Ghost disk imaging software.
- Administered LAN support using Novell 3.12 and 4.1.1.
- Analyzed and resolved conflicts involving hubs and TCP/IP.
0-5 years of experience
Provide technical support to all customers and assist in assembly of key control systems.
- Complete hardware and software support for 8500+ clients
- Face to Face customer interaction with site visits and trade shows to troubleshoot equipment
- Created, repaired and maintained customer SQL databases
- Used remote desktop software such as Teamviewer to assist clients with issues
- Led a project to setup an IP multi-camera system for the company, completed under budget
- Supply Networking assistance to clients
- Provide correspondence to high call and email volume daily
0-5 years of experience
Assisted users with problematic issues with their program and well as operational use
- Earned solid reputation for resolving complex issues and providing exceptional customer service
- Demonstrated exceptional skills in professionalism and responsiveness across a wide variety of areas
- Installed software, configured and tested customer PC’s, ensuring proper functionality of software
0-5 years of experience
For a Facilitation Services Agency, developed and implemented Network/Web based system. Set up and configured MS Exchange and related applications. Designed Data Management application to organize data and improve company productivity.
- Designed and configured corporate Network systems including computer hardware, networking software, operating system software and all other related applications and peripheries utilizing latest Microsoft technologies.
- Planned and implemented network security measures in order to protect data.
- Diagnosed hardware and software problems, coordinated data backups and planned disaster recovery operations.
- Maintained corporate email and Web applications.
- Provided on call and remote technical support and trained personnel in computer system use.
0-5 years of experience
Advanced level of technical support exhibiting broad latitude, skill, technical expertise and knowledge to handle complicated and in some cases non-routine technical issues.
- Provided helpdesk support (Tier 3) for internal technical support teams and customers.
- Performed weekly audits for the internal escalation process, reporting and trend analysis.
- Supported Ad Hoc requests from various workgroups and leadership teams.
0-5 years of experience
Addressed issues for mobile security container app on iOS, Android and Window Phone devices.
- Investigated/resolved server faults, messaging problems, product installations & app security policies.
- Technical support performed for most of Good Technology GFE, Good Dynamics & GEMS product line, including Cloud and on premise configurations.
- Exchange 2003/2007/2010/2013 or Domino, Windows Server 2008/2012 and Active Directory. Good Technology products often required their support. Did occasional troubleshooting regarding them.
- Additionally, monitored and processed alerts as needed from customers’ servers.
- Received written customer recognition and regularly achieved excellent CSAT scores.
- Used Salesforce CRM for tracking customer issues and researching customer information.
0-5 years of experience
Investigated and resolved customer questions and problems with products and services with an objective of one call resolution.
- Shared best practices for resolving technical issues; updated and documented all information concerning problem resolution with appropriate personnel and groups, following outlined processes and procedures.
- Researched rapid response tickets ensuring current validity and forwarded to proper support group for resolution using CTMS. Followed up with customers ensuring satisfactory resolution.
- Entered detailed information on customer issues into call tracking system ensuring accuracy.
- Served as department Subject Matter Expert to corporate trainers with New Hire classes and as Subject Matter Expert in end user training.
0-5 years of experience
Answered high value subscribers’ inbound calls for technical assistance with all of Comcast equipment and products.
- Assisted subscribers in understanding monthly statements, providing adjustments when necessary.
- Investigated and resolved issues with charges and equipment in question.
- Built relationships with subscribers in 3 regions to reduce churn.
- Collaborated with other business unit to provide immediate resolution for service issues.
- Handled escalated issues to subscribers’ satisfaction.
- Member of swivel team providing premier support to Keystone West region subscribers
0-5 years of experience
Investigated and resolved client questions and problems with products and services with an objective of one call resolution.
- Provided an elevated client experience to generate a loyal clientele by addressing concerns, demonstrating empathy and resolving issues immediately.
- Entered detailed information on client issues into call tracking system, ensuring accuracy. Served as department subject matter expert to corporate trainers with new hire classes and as subject matter expert in end-user training.
- Provided support in the development of training materials.
0-5 years of experience
Provided on-site technical support to over 500 medical and administrative staff users in a Windows 2000 environment with additional support for Palm Pilot wireless devices. Troubleshot and resolved computer issues, installed hardware, maintained desktops laptops, and other peripherals.
- Maintained the hospital’s network infrastructure with high levels of availability addressing outages or disruptions with urgency. Performed general network maintenance including daily tape backups.
- Contributed to numerous Windows operating system and software upgrades. Performed pre-deployment testing and coordinated installation activities resulting in flawless rollouts with minimal operational disruptions.
- Recruited back to the hospital from the employer below.
0-5 years of experience
- Member of Performance Team providing second-level support; responsible for technical analysis and resolution of client reported incidents related to application and database performance.
- Documented all internal and external correspondence related to incident resolution.
- Installed, configured and monitored native, third-party, and custom tools.
- Performed database related tasks including custom scripts, jobs, and queries.
- Skills utilized: SQL Server, T-SQL, IIS, Fiddler, RDP, Salesforce.com, Event Viewer, Perfmon, Sysinternal Tools, Fiddler
0-5 years of experience
Provided Technical support assistance to [company name] customer
- Assisted Verizon Business and residential Customers with network configuration
- Provided remote assistance with customers to configure routers and gain internet access
- Provided technical assistance for Verizon/ Motorola Set Top Boxes based on Verizon customer complaints
- Resolved customer issues with phone service stemming from No Dial tone issues and other phone specific issues within the Verizion network for both business and residential customers
10+ years of experience
Responsible for recommending and implementing new technical solutions.
- Responsible for system and user administration for the company.
- Responsible for end-to-end support of a small but complex network supporting local and remote users.
- Managed deployment, administration, and support for servers/desktops.
- Accessed and installed appropriate upgrades, patches, and drivers to servers/desktops.
- Identified and learned appropriate software and hardware used and supported by the company.
- Performed hands-on fixes, including software/ hardware install and upgrades, implementing file
0-5 years of experience
Administered and performed application and database upgrades
- Member of security team responsible for application security and PCI compliance
- Researched security issues and made recommendations for remediation
- Analyzed and gathered requirements for add-on projects post-implementation
- Created spreadsheets, ad hoc queries and reports as requested
- Performed technical documentation of software product
- Maintained and updated user manuals, online support tools and other guides
0-5 years of experience
Administered and performed application and database upgrades
- Member of security team responsible for application security and PCI compliance
- Researched security issues and made recommendations for remediation
- Analyzed and gathered requirements for add-on projects post-implementation
- Created spreadsheets, ad hoc queries and reports as requested
- Performed technical documentation of software product
- Maintained and updated user manuals, online support tools and other guides
6-10 years of experience
Provided technical support for end-user clients using multiple customized Inventory Tracking Control and
Ordering System software under a Red Hat Linux and Windows platform.
- Performed extensive software testing of customized software packages for bugs and defects.
- Performed on-site and remote software training for end-user clients
- Wrote Technical and support manuals.
0-5 years of experience
The Technical Support Analyst is responsible for enhancing each customer’s relationship with our Client.
- This objective will be primarily accomplished by providing assistance for customers with questions or issues regarding our client’s products or services.
- Support is provided in adherence to company guidelines and will be performed through various channels (telephone, email, chat, etc.).
- Customer relationships will also be enhanced by the identification of customer needs that can be addressed using additional products or services offered by our Client.
- In addition, analysts will regularly author articles for submission to the knowledge base, engage in team based project work and provide mentoring and training to less experienced staff.
0-5 years of experience
Responded to technical assistance requests from clients via phone or email
- Diagnosed and resolved technical hardware and software issues
- Monitored network devices for multiple clients
- Administered network software and hardware
- Logged all interactions with clients via ticketing system
0-5 years of experience
Handled overflow technical support calls while the company moved from one building to another.
- Greatly reduced workload for other technicians during the move
- Interacted with multiple departments to ensure top-notch technical support.
- Engaged a Senior Project Manager to present a different, more effective way to request on boarding of new hires.
- Supported Windows XP and 7.
- Supported Office 2010.
0-5 years of experience
Hardware and Software Support for a multi-platform environment which entailed Windows NT 4.0/XP for 18 banks including Payroll and Insurance Services
- Provided excellent customer service to all locations while maintaining a 100% SLA using Peregrine Ticket system.
- Updated and reviewed all open tickets daily to ensure tasks were completed in a timely manner.
- Provided backup support for other technicians as needed. (due to high ticket volume, PTO, etc)
- Communicated as needed with Lead on any important outstanding issues.
- Imaged desktops and laptops whenever necessary.
- Performed in-warranty and out-of-warranty repairs for desktops, laptops and printers.
- Worked closely with end-users on operation of software and hardware.
- Performed moves, adds and changes as requested.
- Assisted with the FCB/Ironstone Bank contract as needed.
- Maintained a model inventory to decrease client downtime.
10+ years of experience
Provided technical support to 250+ end users on applications and hardware remotely and over the phone
- Applications supported included Microsoft Office Suite 2010 (Word, Excel and PowerPoint), Windows 7, Citrix, DeltaView, CompareRite, Autonomy Worksite, Filesite, Outlook/Exchange, and Summation.
- Hardware supported included Xerox Printers, BlackBerry’s, iPhones, iPads, HP Desktops and laptops, etc.
- Logged all incidents into the firm ticketing system, Track-It, ensuring effective and timely resolution or appropriate escalation
- Handled AV setups (laptops and printers) in conference rooms
- Conducted password resets
- Troubleshot advanced issues in Microsoft Word including page numbering, tables, styles, outline numbering, PDF conversions, etc.
- Configured and maintained accounts in Active Directory.
- Assisted desktop applications rollouts and upgrades.
0-5 years of experience
Provide technical Level II-III Desktop Support for internal users in a fast paced enterprise environment
- Extensive hardware background to service Compaq, IBM desktop and laptop computers
- Possesses a strong technical background in Windows 98 and Windows NT 4.0 in order to setup and configure Compaq, IBM desktop and laptop computers
- Troubleshoot and resolve technical issues with MS Office
- HP Certified to repair and maintain HP Printers
- Work well independently or as an active team member
- Motivated, detailed oriented and resourceful with excellent verbal and written communication skills
0-5 years of experience
Provided tier I & II technical support to global internal employees through incoming calls, emails, voicemail and chat sessions across multiple platforms and systems.
- Collaborated with network engineering and software engineering teams regarding outages and complex issues that impaired enterprise users.
- Provided extensive application support to over 7,000 internal global employees throughout [company name].
- Provided extensive support for Windows and Mac platforms.
- Acted as a SME on all proprietary products and services.
- Using ServiceNow and Salesforce for the main CRMs; including other proprietary applications such as Axiom and Okta.
0-5 years of experience
Provided telephone support to Cox Business customers with intermittent or no connection with their data services
- Modified DNS zone files for customers by removing or adding records as requested
- Assisted with email support such as locked accounts or password resets as well as setting up email hosting through [company name]
- Troubleshoot Cox managed equipment as well as bridging equipment and connections
- Escalated trouble tickets and dispatched truck rolls and to the appropriate market for customers when needed
0-5 years of experience
Working with customer to incorporate the Bascom server into their Local Area Network
- Helping the customers to create firewall rules on the Bascom server as needed
- Created many different step-by-step written instructions for the customers to use
- Aided in the creation of the How-To section of the company website
- Tested the Bascom Anywhere Filter App on many different devices such as iPads, laptops and Chromebooks
- Troubleshooting issues on customer’s LANs such as finding the sources of malware/viruses
- Developed a reputation of working well with customers to solve many different issues
6-10 years of experience
Deliver integrated and innovative bank technology solutions, drawing on expertise from across the full spectrum of products.
- Serve as initial point of contact for questions and problems on US Blotter and Global Bond Blotter applications
- Ensure all incidents received via phone and emails are correctly raised in Remedy/ITSM and updated appropriately
- Own, address and resolve any issues that are assigned to me ensuring that updates are provided until completion
- Work individually or as a team member on specific projects as they relate to product support
- Functional testing of the application upgrades, as well as disaster recovery tests
0-5 years of experience
- Answered customer service calls from Sabre powered travel agencies with TravelBase
- Development of customer friendly restage process
- Assisted Installations team with customer site surveys, IP range, and specs for setup
- Established a process for help desk connectivity to end user
- Developed solution for daily backup routine and system maintenance
- Improved processes to meet the needs of a changing environment
0-5 years of experience
Supported several company sites using a variety of platforms so clients could use the First Advantage background check, I9, and fingerprinting services efficiently
- Provided technical support assistance such as password resets, adding/removing users from accounts, and troubleshooting web browser issues
- Authenticated clients’ account in order to provide case specific information
- Assisted clients in registering as sub-contractors through multiple vendor companies so clients and employees were compliant under vendor requirements
- Trained clients how to efficiently navigate through their First Advantage account so they could properly order background checks, ID badges and other pre-employment services
- Assisted clients in adding/removing components from background check orders, expediting cases so candidates could become eligible, attaching missing information to cases such as W2’s, pay stubs, authorization forms, and additional contact information to confirm verification processes
- Escalated cases that were outside of the tech support analyst scope such as international cases and account transfers
- Followed company specific procedures as indicated per the First Advantage intranet program known as confluence to accurately assist clients
6-10 years of experience
Sole support resource for a hybrids securities management application. Responsibilities included user training, release management, debugging c# code, and resolving reporting issues.
- Trading floor support for risk management platform of applications. Involved in crises management during system outages. Real-time issue resolution with sql and support tools.
- Offshore technical management, training and escalation.
- Change management. Liaison for development and support reviewer.
- Designed, developed, tested and procured production infrastructure for OC Bridge – C# windows service to mediate communication between client applications and MS Group Chat
- Created JIRA Direct. An MS Outlook add-in to facilitate support ticket creation in JIRA.
0-5 years of experience
Provide second and third level support to end users in a Windows based environment. Supporting hardware configurations, installs, break fix, and network infrastructure. Responsible for application installation, support, and configurations. Utilize remote connectivity software and provide VPN support for remote users. Provide input and recommendations in gathering and analyzing business needs and requirements. Manage exchange users mail accounts and availability. Maintain an uninterrupted Office365 environment.
- Researched, lobbied, and implemented new standardized hardware for pc’s and laptops within the entire company.
- Implemented company wide SOP process for the entire Operations Team.
- Lead the process and implementation to train new employees on various company mandated software applications.
- Through regular reviews of network capacities and storage space across all platforms
6-10 years of experience
Provided call center support and troubleshooting for all major wireless carriers on Andrew equipment and software.
- Technical/network support included E-911 equipment: Geolocation Control Systems (GCS) on UNIX (Solaris) base systems, ABIS Monitoring Unit (Nokia & Ericson AMU) and Wireless Location Systems (WLS).
- Utilized Cisco router to analyze and troubleshoot WLS, AMU, GCS outages and critical/minor alarms.
- Provided Tier I level support for Mobile Location Center, One Base Amplifier, and RxAIT.
- Provided Tier I & II level support for customers using Invex 3G software for benchmark testing, optimization, and network planning support for all major wireless carriers and several technologies.
- Performed drive testing to analyze Invex3G data files for benchmarking results.
0-5 years of experience
Provide level II PC hardware and software technical support to approximately 350 employees.
- Patch/troubleshoot network/telephone problems as needed.
- Use Active Directory to Create/Disable accounts and manage access permissions.
- Create/Manage user/group mailbox accounts in Microsoft Exchange 2010.
- Managed Windows 7/New PC upgrade
- Managed transition from BlackBerry to iPhone
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
- Supported Microsoft Windows, OS X, iOS, Android and Chrome platforms
0-5 years of experience
Provided desktop technical support to over 150 remote airport and border store locations
- Maintained over 500 point-of-sale registers and credit card machines
- Project manager on the ordering and entering of all new and existing equipment ordered by the MIS department into the database
- Manage and manipulate data in the database using SQL
- Provide training to fellow associates
- Provided support to the Telecommunication portion of the business
6-10 years of experience
- Provided technical support for installing and maintaining a mainframe CICS application file backup and recovery product.
- Provided Level 2 and Level 3 support to perform diagnostic analysis using customer-supplied output files.
- Created customized recommendations for customers to enhance their product use based on site-specific issues that the customers encountered.
- Provided technical support for issues with either transmitting or receiving files via either a mainframe batch FTP process, or a PC-based FTP download or upload process.
- Created a process to allow the customer to download the product installation and customization files via a FTP process to circumvent firewall issues due to the security firewall being utilized at the customer site.
0-5 years of experience
Provide Technical Support to 200+ Clients and approximately 400+ users via phone, email and remote assistance tools
- Troubleshoot and resolve complex software and hardware issues for end users in a timely manner
- Perform annual upgrades and participate in software testing during the release cycle
- Use Remedy ticketing system and time reporting systems to accurately report issues, document activities
- Remotely logon to clients machines and perform installation of software and updates by using standard scripts or manually installing the application
- Assist internal teams, Enterprise Conversion Systems, perform Quality Control and move data into production for new clients
- Train new employees on customer service and basic technical troubleshooting skills
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Technical Support Analyst
Last edited by: Gabriela Barcenas, CONTENT STRATEGIST -
Gabriela Barcenas
CONTENT STRATEGISTGabriela 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.
