Senior Support Analyst Resume Samples

Description :

1. Active directory: administer users/groups/servers/resource objects, monitor operation of an ad and troubleshoot error conditions.
2. Firewall/VPN: setup and maintain secure firewalls in NAR and troubleshoot issues. Review secure connection requests to/from customers/partners and recommend action. Implement changes to effect secure communication. Setup/troubleshoot VPN connectivity issues. Review firewall logs.
3. Intrusion prevention system: monitor IPS system and troubleshoot error conditions/alerts/user issues arising from IPS operation.
4. Internet access/administration: administer and manage all communication links.
5. Server/system maintenance: maintain system and security updates for all server and network devices.
6. Blackberry: setup BB users and troubleshoot server/mail issues. Work with RIM/ France IT/local providers on problems and bb device support.
Disaster recovery: manage and maintain disaster recovery procedures. Monitor backup and offsite storage for NAR Routers/switches
7. ES: manage and maintain all production routers and switches in NAR.
8. Telecommunication: review telecom bills to verify services and costs. Periodic review of services to verify usage. Troubleshoot communication issues and work with service providers to resolve problems.
9. Network/System monitoring: network and infrastructure equipment monitoring and troubleshooting, recommend implement changes to infrastructure.

Experience

10+ Years

Level

Senior

Education

CIS

Description :

1. Managing both regional and functional support resources and ensuring optimal procedures and practices are being followed.
2. Managing the deployment, monitoring, maintenance, development, upgrade, and support of all IT systems, including servers, pcs, operating systems, telephones, and software applications for 2 regional sites. Traveling between both office locations as needed.
3. Providing expertise and support during systems upgrades, installations, conversions, and file maintenance.
4. Overseeing systems development and enhancement and the integration of new systems with existing systems.
5. Developing standard operating procedures and best practices, including providing written protocols and guidance to IT staff and to end-users.
6. Supervising and providing end-user services, including help desk and technical support services.
7. Providing troubleshooting support for escalated software and hardware problems. Coordinate vendor assistance when required.
8. Providing technical assistance, support, and troubleshooting in the resolution of system communications failures and conflicts.
9. Reviewing, prioritize, and process problem reports; document the progress of projects.
10. Analyzing more complex trends develop reports, and supports communication of issues to the business and it throughout the problem recovery process.
11. Evaluating and prioritize service issues and execute problem escalations when necessary.

Experience

5-7 Years

Level

Executive

Education

Associate

Description :

1. Configuring, installing, monitoring and maintaining complex users’ desktop software and hardware; support the mobile workforce.
2. Providing consultation to it users for all aspects of very complex end-user computing and desktop-based Lan systems software.
3. Providing technical support and guidance for complex issues, through tier 2 support and works with vendors to resolve tier 3 issues.
4. Responsible for documenting solutions to problems and developing end-user guidelines. Provide on-site training to users.
5. Evaluating, maintaining, modifying (e.g., creates macros, templates) and documents complex desktop application packages, participates in the testing and evaluation of new desktop packages.
6. Consulting with and makes recommendations to it users on a selection of hardware and software products to address complex business requirements.
7. Supporting and implementing complex solutions or new services to ensure proper functioning of end-user devices, and end user device infrastructure for a large department, school or campus.
8. Determine user needs and incorporate them into the design and overall plan for an end user and end user infrastructure support for a large department, school or campus.

Experience

5-7 Years

Level

Executive

Education

HS

Description :

1. Trained and oversaw the US Support team autonomously from u. K. Branch, personally handling thousands of customer issue resolutions.
2. Increased customer retention by 12% after restructuring the client interaction process, providing higher quality service and greater value overall.
3. Developed a self-diagnosis system for customers, saving significant costs on 3rd party sub-contracted repairs.
4. Simplified customer interaction process and minimized customer handling time by 25%, decreasing ticket resolution.
5. Implemented a new customer feedback program, the first of its kind in the company's history, establishing customer.
6. Satisfaction rating index baselines while helping to streamline the software feature development schedules.
7. Served as subject matter expert, project manager, and business lead on electronic logging device compliance working with testers and the software development team based in Cambridge, UK during the beta testing program.
8. Assisted with boosting sales by 150% in q4 by shifting problem-solving and customer education away from the sales.
9. Created complex forecast scenario models for predicting downstream impacts for newly released features and products.
10. Worked directly with national installation organizations to restructure our service call program.
11. Acquired an unprecedented level of can, j1939, UTM, GPS, and telecom systems knowledge.

Experience

2-5 Years

Level

Junior

Education

BS

Description :

1. Gathered requirements and created requirement specification documentation such as BRDs, project plans, current and future state process flows, data mapping models for the implementation of a new global platform that eliminated the need to access separate systems. 
2. Hosted project meetings with project teams, end users, and business units to provide project updates and ensure an application are optimally functioning; addressing application issues and documenting requirements to perform needed enhancements, process improvements and upgrades to ensure ideal operation performance of the application.
3. Project lead for all projects related to the nice optimized application. Responsible for identifying system deficiencies, monitoring application performance, recommending solutions to application issues and conversing with developers and stakeholders to ensure successful project implementation.
4. Developed test cases and conducted user acceptance testing (UAT) of new implementations, patches, releases and system updates/upgrades as well as providing technical support to end users by effectively analyzing and providing resolution to their issues and providing training as needed.
5. Providing level 3 technical assistance, validation and triaging of incoming requests from end users to resolve application issues through service now ticketing system. Additionally, creating a request for change (RFCs) to perform any enhancements, updates or upgrades required.
6. Reviewed, replaced and/or wrote code to user specification or to correct errors in SQL server management studio, PL/SQL developer or toad for Oracle.
7. Ensured team members followed the incident management process for every incident and monitored the ticket queue to ensure the correct classification and severities are assigned to each ticket.

Experience

10+ Years

Level

Senior

Education

BS

Description :

1. Providing customer service and technical support for two of Optums key strategic products: care tracker, a comprehensive practice management application for deployment is hospitals, clinics, and physician practices; and an Optum physician primary electronic health record management system.
2. Test, troubleshoot, and research software issues reported by clients, and provide follow-on guidance to the development team in the form of detailed findings, functional reports, and additional documentation.
3. Providing primary and supplemental product training as required by clients.
4. Demonstrating the ability to grow with the ever demanding changes of the corporate culture by taking on new projects, acquiring new skills and increasing an already in-depth knowledge base of the product leveraging these new skills to ensure continuing consumer confidence in the product line.
5. Analyzing the current ticking system (CRM) within the product and documented an improved workflow producing a faster turnaround for customer complaints and support related items. This accomplishment produced a quantifiable difference in the team's output saving time and money and improving customer relations.
6. Demonstrating the ability to foresee compliance related issues averting potential negative exposure to the company.
7. Assisting in supporting care trackers ANSI x12 5010 roles out of eligibility, claim status and era file standards by working in-depth with QA and development to identify potential defects and risks.
8. Demonstrating effective communication between various clients, departments and development teams to identify potential defects and risks to ensure timely resolutions fortifying customer relations.
9. Facilitating the role out of the virtual call center (VCC) for the support team by ensuring continuous connectivity with clients and that the daily workflow was not negatively impacted by the introduction of a new system.

Experience

10+ Years

Level

Senior

Education

MM

Description :

1. Managing/maintaining Mcafee EPO server implemented encryption and deployed McAfee policies.
2. Managing ms exchange server 2010, created mailboxes, distribution groups, active sync, e-mail forwarding and assisted in troubleshooting basic level exchange outages.
3. Distributing windows updates via windows server update services throughout the corporate location.
4. Implementing software distribution using Shavlik and system center configuration manager 2012.
5. Creating VMS in VMware for testing purposes using VMware V sphere client and VMware Workstation.
6. Project lead for successful companywide migration project migrating computers from Windows XP to Windows 7 platform to comply with the new corporate ordinance. Designed and implemented custom images that were production critical. Created documentation that assisted all remote it personnel to image computers remotely.
7. Managing both gene6 server FTP and move it SFTP applications, created/modified users, created rules for data management and distribution rights to folders.

Experience

5-7 Years

Level

Executive

Education

BS

Description :

1. Centered around the automotive b2b e-commerce industry, my position handles all 2nd and 3rd tier support requests that are escalated from integration partners and first tier agents. Business involves a lot of "peer2peer" connectivity and gateway XML traffic communication.
2. Liaison between support and development/operation teams. This includes software rollout announcements, post-mortem investigations and notifications and staff training instruction.
3. Created and managed SDK implementation process from post sales to go live date. This process includes the creation and management of SDK documentation, setting/reaching milestone goals and leading certification tests.
4. Experienced in web debugging tools like fiddler4, XHR poster, and XML Spy.
5. Evaluated existing processes and led efficiency think tanks to improve or implement effective solutions.
6. Created and managed implementation workflow projects using Jira, asana, and Oracle QAD end of month billing process. This process includes comparing customer usages reports, managing a/r spreadsheets and submitting to finance for processing.
7. Interface with end-users in order to solve user problems; users include CEO, VP, directors, hospital administrators, and managers.

Experience

7-10 Years

Level

Executive

Education

Technology

Description :

1. Provide application support for the entire suite of software applications used by the margin risk.
2. Streamline processes and procedures in order to deliver value to the business.
3. Analyze support call statistics to identify and implement performance enhancements in business and/or application processes.
4. Prepare design documents, run books, deployment plans, incident tickets, problem tickets, and RFCs.
5. Co-ordinate with various onsite and offshore teams to execute their test run in various environments.
6. Monitor system performance and performance enhancements on Unix, Oracle, and Sybase.
7. Deploy code like Autosys Jils, Unix Shell scripts, stored procedures, jars and configuration files in various environments.
8. Monitor the progress of project and resource burn-down using Jira. Created several processes and support documents in wiki/confluence.

Experience

5-7 Years

Level

Executive

Education

MS

Description :

1. Provide level 2/3 and escalation support for a team of 11 and an end user base of 1,200 employees.
2. Serve as the p. O. C for the needs of 20 executives including the president and owner.
3. Management of multiple team ticket queues and overall maintenance of the Microsoft service manager.
4. Development of how-to guides for user base and other support technicians.
5. Perform maintenance on pc/mac including updates/installation of new software, group policy application.
6. Perform computer and hardware asset imaging, deployment, maintenance, and tracking.
7. Actively contribute to ongoing process improvements and provide highly advanced solutions for unique issues.
8. Maximize technical teams effectiveness by providing training, mentoring, and support; advise team members and contribute to their knowledge base.

Experience

5-7 Years

Level

Executive

Education

HS