Support Analyst Resume Samples

Description :

1. Performed technical and functional support collaborating with implementation staff, project managers and software engineers to respond to critical issues in product software.
2. Created complex queries to diagnose issues and solutions for Practice Point Plus and applications.
3. Collaborated with software engineers and business analysts to resolve critical issues within the early stages such as poor response time, screen standardization, and design issues.
4. Resulted in greater product marketability and higher customer satisfaction.
5. Development of a specialized website centralizing access and client information in an accessible team repository. 
6. Leading to the elimination of surplus efforts and quick and accurate access to client systems for timely issue resolution.
7. Advocated as a point person for critical clients needing customized, individual assistance with issue management via weekly phone calls, training, and onsite visits.

Experience

10+ Years

Level

Senior

Education

CS

Description :

1. Provided timely and comprehensive support for ERP software geared towards process manufacturing.
2. ERP software modules included Order to Cash, General Ledger, Procure to Pay, Warehouse Management, EDI, Inventory, Plan to Produce, Supply Chain, Actual Costing, and Demand Planning.
3. Verified, documented, reported, and followed-up on technical issues ranging from network issues, hardware problems, software use, and installation challenges from discovery to the conclusion for our implementation team in the field as well as customers.
4. Devised a build of a Virtual Machine that was utilized by non-technical Professional Services consultants, thereby eliminating the need for them to apply technical patches that were difficult and time consuming for non-technical people.
5. Recorded requests for software changes from customers to our Product Manager and then set the customer's expectations for a timeline based on the Product Manager's response.
6. Executed Perl and batch scripts to build and deliver code patches for ERP software.
7. Wrote SQL queries and scripts to troubleshoot and correct both data and software issues.

Experience

7-10 Years

Level

Management

Education

MS

Description :

1. Researched and resolved highly complex escalated customer issues accurately and timely, while simultaneously meeting and exceeding company standards and guidelines.
2. Provided input for product usability, supportability, and new products and features to Quality Assurance and Development which ensured that software defects were resolved, enhancement requests were evaluated, and customer needs were met.
3. Assisted Development and Quality Assurance with beta issues/testing and calls for customers that are participating in the beta program for new software releases.
4. Performed in-depth analysis of data collection, report details, technical issues, and data collection associated with the use of the software.
5. Used SQL queries and VMware to help troubleshoot.
6. Assisted trainers, conversion, and implementation staff, as well as trained clients at trade shows and user's meetings.
7. Communicated development-related issues to support, and maintained and increased product knowledge on applicable products and applications.

Experience

10+ Years

Level

Senior

Education

Associate

Description :

1. Providing technical support to over 10,000 Insurance Agents nationwide in over 200 Field offices.
2. Oversee the work of 35 support analysts supporting the software products, Microsoft Windows, Office, email and networking problems reported by the agent's Notable Contributions.
3. Review and thoroughly update all open tickets for follow up, resolution or next step procedures on a daily basis.
4. Prepare technical documentation for reference.
5. Review all open issues requiring assistance from programmers and developers to ensure all possible solutions have been exhausted.
6. Responsible for escalating "Bug Reports" for programmer assistance relating to functionality issues involving software suite.
7. Develop policy and procedures for helpdesk operation and to achieve helpdesk goals.
8. Responsible for authorizing dispatch requests from end-users and process dispatch requests to the Headquarters.
9. Handle special case assignments such as VIP issues and customer complaints from the Support Management.

Experience

5-7 Years

Level

Junior

Education

Business Administration

Description :

1. Re-evaluated current asset management tracking process and propose an alternative solution resulting in implementing new software from Intuit, which created a more standardized method for tracking inventories.
2. Collaborated with IT Manager to enforce security policies on SQL databases for various departmental accesses.
3. Administered Active Directory user accounts.
4. Managed laptops software installation, configuration, and maintenance.
5. Managed daily data backup using serve software, which also resulted in creating a backup and restored procedural documentation in word processing and logging chart in excel.
6. Contributed documentation that was in compliant to Sarbanes-Oxley such as Employees Permission Request Form, Database Request Changes Form, IT-Quarterly Calendar Maintenance Checklist, Disaster Recovery Procedures, Software installation, and configuration Checklist, using Microsoft Word and Excel.
7. Provided helpdesk and technical support to employees and customers via email, by phone, or by visit using the ticketing system to resolve or escalate technical problems.

Experience

5-7 Years

Level

Junior

Education

BS

Description :

1. Providing support for in-home on-site service as well as a small business in the following facets.
2. Created test environments for deeper troubleshooting of customer issues and designed solutions.
3. Professional experience with interfacing with all levels of the business and Professionals.
4. Providing excellent Customer Service to ensure all computer systems and related peripheral devices and components are configured and utilized effectively to support the local business processes.
5. Provide functional direction and coordinates the use of internal resources and personnel and/or vendor support to ensure agreed service, security, performance and availability levels of network computer systems are met.
6. Monitors overall performance of computer systems performs research and provides recommendations for improving performance, security, service levels and emphasis on cost reduction.
7. Equipment installation in the new data center.
8. Tested new versions of software for bugs provided technical documentation for standard operating procedures and training purposes.

Experience

5-7 Years

Level

Junior

Education

Diploma

Description :

1. Train new employees and leads a team of communication specialist who is responsible for interacting with our vendors regarding billing issues or inquires that require in-depth research.
2. Assign files to other analysts, delegating workloads on who is most efficient with each process to ensure deadlines are met.
3. Process refund request for high profile clients with high balances, ensuring accuracy and timeliness.
4. Negotiate with vendors with large outstanding balances to come to a fair resolution regarding payment, ensuring relationships and mitigating losses for the company.
5. Adept at handling customer inquiries, complaints, and billing questions and providing clear resolutions in a timely fashion.
6. Track hours worked by other analysts to ensure work is being completed in the time allotted.
7. Pull customer invoices for review before mailing to ensure accuracy.
8. Formally worked on the floor in a high volume call center environment taking anywhere from 50 to 90 calls per day before being tasked with higher-level duties.

Experience

5-7 Years

Level

Executive

Education

BS

Description :

1. Field incoming help requests from end users via both telephone and e-mail in a courteousprofessional manner.
2. Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue in our internal Help Desk application.
3. Provide technical support on operational or maintenance aspects of system equipment.
4. Diagnose mechanical, hardware, software and systems failures, using established procedures.
5. Basic technical understanding of WI/ FI networks.
6. Perform remote servicing and/or repair of company products/services.
7. Monitor tickets assigned to the queue and process first-in first-out based on priority and redirect problems to correct resource.
8. Follow up with customers to ensure issue has been resolved Identify and escalate reoccurring situations requiring urgent attention.

Experience

7-10 Years

Level

Executive

Education

AAS

Description :

1. Provided general network support and monitor Network for all the regional sites using network analyzing software.
2. Provided Packeteer packet shaper monitoring and manage circuit bandwidth utilization for all the regional sites.
3. Configuring and maintenance of  Wide Area Application Services (WAAS) which accelerates applications, optimizes bandwidth and helps improve productivity for the end-users and bandwidth traffic.
4. Maintained server network, and helping with upgrades and patches during maintenance weekends.
5. Worked cooperatively in the maintenance of Active Directory and VMWARE.
6. Virtualized physical servers and desktop clients into the VMware environment.
7. Provided after-hours Global Helpdesk Tier II/III support for global regions.
8. Maintained all the region server rooms with UPS and HVAC systems including contract maintenance.

Experience

10+ Years

Level

Management

Education

Electronics

Description :

1. Troubleshoot Network and internet issues for Small, Medium, and Enterprise Business customers as well as Local, State, and Federal Government customers with their broadband DSL and POTS lines.
2. Troubleshoot WAN circuits DS0/DS1, OC48, Frame Relay, and ATM lines.
3. Troubleshoot Static and Dynamic IP Network Architectures including Layer 3 and Enterprise Switches, DSLAMS, Aggregators, and Routers using network management and inventory tools.
4. Manage customer email accounts and domains.
5. Troubleshoot Business Customer SOHO and Medium Network Architectures to resolve IP routing and Layer 1 issues.
6. Support network features such as TCP/IP configurations, Static and Multiple Static IP routing, configuring firewalls, Port Forwarding, NAT, and Wireless configurations.
7. Troubleshoot communication networking components such as Routers, LAN topology, Ethernet and Network Interface cards, while using knowledge of PC hardware and software to aid in these processes.

Experience

2-5 Years

Level

Junior

Education

BS

Description :

1. Created and executed projects reflecting trends in client application uses for upper management.
2. Provided agency clients with support on the media software, while working closely with the rating data to assist clients in analytics and reporting.
3. Documented common error messages, as well as provided troubleshooting instructions, making clients more self-sufficient.
4. Produced a 100-point FAQ for the new client based website, which enabled the most efficient solutions to common problems.
5. Fielded inquiries dealing with media buys, trafficking, electronic invoicing, security, posting, set-up, and ratings.
6. Worked with a team to improve clients' day-to-day workflow process.
7. Applied knowledge of local spot television, radio, and cable to productively interact with account/sales teams and product developers on client issues.
8. Trained new hires on system products and on-site client instruction.

Experience

2-5 Years

Level

Junior

Education

BA

Description :

1. Led implementation of  Workspace Manager for network implement across 4 hospitals and over 1000 individual physician locations.
2. Represented the Virtual Desktop team in all implementation meetings as well as a resource to other teams including project management and Desktop support.
3. Served as incident support for other devices and applications.
4. Site contact for all new hires, senior staff, and sales team of Applications2U.
5. Collaborated IT and staff teams to disseminate best practice workflows and known tips and tricks using storytelling to demonstrate practical application uses.
6. Long term incident handling for Go-Live and post-Go-Live events.
7. Provided technical support for both daily operations teams and project teams.
8. Received cases from 1st level support, researched and resolved or escalate to tech.

Experience

5-7 Years

Level

Executive

Education

BE

Description :

1. Improved upon and documented the processes for maintaining servers, setting up personal computers, and backing up servers to ensure maximum uptime of all systems.
2. Successfully configured and refreshed computers for 200+ employees, meeting the associated unique requirements for each job function.
3. Managed the process for, and ensured the proper prioritization of work tickets.
4. Consistently met the goal of ensuring that 90% or more of monthly tickets were addressed.
5. Assumed responsibility for level 1 support after two months.
6. Troubleshooting technical problems, taking timely corrective actions to resolve issues, escalating issues appropriately, and managing the Active Directory.
7. Implemented a cross-functional schedule and managed the purchase of project schedule for annual software maintenance and upgrades in order to prevent Downtime in system operations.

Experience

7-10 Years

Level

Executive

Education

MBA

Description :

1. Created and assigned tickets in JIRA as well as received emails and calls for issues pertaining to software or hardware.
2. Researched any issues or bugs using software log files and SQL database to provide reproducible steps to developers.
3. Deployed and configured the software on servers after initial setup and assisted clients with importing data from old systems to the system.
4. Trained client administrators and team lead on data entry, system configuration and usage of the software via remote session.
5. Performed QA review/testing on all tickets leaving the system and frequently worked with developers to resolve any issues.
6. Made minor changes to Apache Flex code to fix simple bugs or add new features as requested by the client.
7. Performed routine certification of software and updated cert documentation as needed.

Experience

2-5 Years

Level

Entry Level

Education

Programming

Description :

1. Performed data extraction from EHR and PM to Pro EHR and Pro PM systems for special staff reporting needs.
2. Acting as server administrator and responsible for backup and recovery as well as support for daily operation and system administration of the system.
3. Guided server migration to the latest software and assisting practice in requirements to meet Stage One Meaningful Use.
4. Assisted in testing and conversion to ANSI 5010 billing per CMS requirements.
5. Responsible for maintenance of all practice computer and phone systems.
6. Managed conversion of telephone and internet services resulting in monthly savings of $800, nearly 50%.
7. Assisted in preparing for ICD-10 implementation as mandated by CMS.
8. Responsible for administration of the practice participation in the CMS EHR Incentive program reporting and system setup.

Experience

10+ Years

Level

Senior

Education

Associate