firstname.lastname@example.org | (598) 512-8818 | Nashville, TN
I have over three years of experience as a Support Analyst. In this role, I provide support to users by troubleshooting issues and providing solutions. I also document procedures and create training materials. My goal is to ensure that users are able to effectively use the systems they need in order to do their jobs efficiently.
Support Analyst II at Company 1: International Business Machines Corporation, TNMar 2022 - Present
- Resolved an average of 75 support tickets per week, with over 90% satisfaction rating from users.
- Created and maintained documentation for all supported applications which resulted in a 50% reduction in ticket volume.
- Automated various processes using PowerShell which saved the team 10 hours per week.
- Led training sessions for new hires on company's intranet and application usage resulting in 100% success rate for knowledge transfer.
- Wrote SQL queries to generate custom reports requested by management which led to more informed decision making.
Support Analyst I at Company 2: Dell Technologies Inc., TNJul 2019 - Jan 2022
- Provided support to over 200 users on a daily basis.
- Responded to support calls within an average of 2 minutes.
- Resolved 85% of support issues without escalation.
- Escalated 15% of support issues to Tier II Support and resolved 100% within 24 hours.
- Created user manuals for the most common IT problems, which reduced the number of incoming support calls by 20%.
High School Diploma at Nashville School of the Arts, Nashville, TNSep 2015 - May 2019
I have learned how to communicate with others, how to be organized, how to manage my time, and how to work independently.
- Technical skills for a Support Analyst:
- 1. Help Desk ticketing software (e.g., ServiceNow, Zendesk)
- 2. Remote desktop tools (e.g., LogMeIn, TeamViewer)
- 3. Microsoft Office Suite
- 4. Basic HTML and CSS
- 5 .SQL databases (e.g., MySQL, SQL Server)
- 6 .Linux operating system
- 7 .Virtualization software (e.. VMware, VirtualBox)
email@example.com | (635) 226-1232 | 1234 Example Street
I am a Support Analyst with over 3 years of experience in the industry. I have provided support for various clients and employees, and have gained valuable knowledge in the process. I am able to effectively communicate with people from all levels of an organization, and can provide support in both English and Spanish. I am motivated by challenges, and thrive when working on complex issues.
Support Analyst II at Flexera, CAJun 2022 - Present
- Successfully completed training on the company's help desk ticketing system and began providing support to customers.
- Became a subject matter expert on the most common issues faced by customers and was able to resolve 85% of tickets without escalation.
- Worked with developers to identify and document root cause for top 10 customer facing bugs, leading to their resolution.
- Successfully implemented a new process for tracking changes made to customer accounts which led to improved accuracy rates.
- Created detailed documentation outlining step-by-step instructions for completing various tasks in the CRM system.
- This documentation resulted in decreased call volume to the support team by 15%.
Support Analyst I at Symantec, CASep 2019 - Apr 2022
- Assisted in training new support analysts on company software and processes.
- Actively participated in daily team meetings to discuss current tickets and updates.
- Created process documentation for the support team which increased first call resolution by 15%.
- Analyzed data from customer feedback surveys and compiled report with recommendations for improvement which was accepted by management.
- Led a project to develop an internal knowledge base for the support team which reduced ticket volume by 10%.
- Responded to customer inquiries via phone, email, and chat channels within set SLA timelines.
High School Diploma at Los Angeles High School, Los Angeles, CASep 2015 - May 2019
I've learned how to study for and take tests, how to do research, and how to write papers.
- Technical skills for a Support Analyst may include:
- 1. Understanding of basic computer hardware and software concepts
- 2. Familiarity with common operating systems, such as Windows, macOS, or Linux
- 3. Ability to use productivity applications, such as Microsoft Office or Google Docs
- 4. Basic knowledge of networking concepts
- 5.Basic understanding of databases 6 ability to troubleshoot technical issues 7 excellent customer service skills