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Technical Support Analyst

Writing a great technical support analyst resume is important because it is one of the first things a potential employer will see when they are considering you for a position. It is your opportunity to make a good first impression and sell yourself as the best candidate for the job.

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If you're looking for inspiration when it comes to drafting your own technical support analyst resume, look no further than the samples below. These resumes will help you highlight your experience and qualifications in the most effective way possible, giving you the best chance of landing the technical support analyst job you're after.

Resume samples

Juda Martinak

juda.martinak@gmail.com | (575) 336-6902 | Jackson, MS

Summary

I am a Technical Support Analyst with over 3 years of experience. I have worked in various industries and have gained valuable knowledge in each one. My skills include problem solving, customer service, and technical support. I am also proficient in multiple software applications and hardware platforms.

Experience

Technical Support Analyst II at Microsoft, MSMay 2022 - Present

  • Successfully completed training on the company's new ticketing system and became a subject matter expert on the system.
  • Successfully resolved over 500 support tickets with an average resolution time of under 2 hours.
  • Became go-to person for complex technical issues that other analysts could not resolve.
  • Created process documentation and user guides that reduced support requests by 20%.
  • Received customer satisfaction scores of 4.5 or higher out of 5 on 95% of all support interactions.

Technical Support Analyst I at Apple, MSAug 2019 - Apr 2022

  • Resolved an average of 123 tickets per month, with a satisfaction rating of 87%.
  • Created and delivered training to new hires on the company ticketing system.
  • Wrote custom scripts to automate various support tasks, resulting in an efficiency increase of 20%.
  • Acted as Tier 2 support for complex issues that could not be resolved by Tier 1.
  • Successfully completed technical certification (e.g., CompTIA A+).

Education

Associate's degree in computer science at Mississippi State UniversityAug 2014 - May 2019

I've learned how to code in multiple languages, how to develop algorithms, and how to use software development tools.

Skills

  • Technical Support
  • Help Desk
  • Customer Service
  • Technical Writing
  • Documentation
  • Process Improvement

Laticia Matsen

laticia.matsen@gmail.com | (380) 384-0518 | Bowling Green, KY

Summary

I am a technical support analyst with over three years of experience. I have provided excellent customer service and technical support to clients across various industries. I possess strong analytical and problem-solving skills, which allows me to quickly resolve complex issues. In addition, I have a solid understanding of networking concepts and troubleshooting techniques. My goal is to provide high-quality technical support that exceeds the expectations of my customers

Experience

Technical Support Analyst II at Lexington-Fayette Urban County Government, KYMar 2022 - Present

  • Assisted in developing and implementing a new help desk ticketing system which resulted in a 25% decrease in average resolution time.
  • Led the training for 50+ employees on the new ticketing system mentioned above.
  • Developed company-wide documentation on commonly occurring technical issues and their solutions which has been used to resolve over 85% of tickets without escalation since implementation 6 months ago.
  • Successfully completed Tier III support for 500+ users with 0% negative feedback.
  • Authored monthly newsletter highlighting recent IT news/updates & upcoming projects which is distributed to all staff members (1000+) electronically.
  • Onboarded 100+ new hires each month, ensuring they had proper access to email, network drives, printers, etc., while also providing them with any necessary computer hardware or software needed prior to their start date.

Technical Support Analyst I at City of Bowling Green, KYAug 2019 - Jan 2022

  • Provided Tier 1 technical support for 500+ users on a daily basis.
  • Resolved an average of 75% of all support tickets within the first 24 hours.
  • Answered incoming calls and emails from customers seeking assistance with company products.
  • Assisted in training new Technical Support Analysts I on company procedures and protocols.
  • Created detailed documentation for frequently asked questions and issues to help reduce ticket volume.
  • Actively participated in team meetings and provided input on ways to improve customer satisfaction.

Education

Associate's degree in computer science at University of KentuckySep 2014 - May 2019

I've learned how to code in various programming languages, how to use different operating systems, and how to troubleshoot computer issues.

Skills

  • Technical Support
  • Customer Service
  • Help Desk
  • Technical Writing
  • Documentation
  • Troubleshooting
  • System Administration

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