Technical Support Analyst
Resume:
Justin Flores
Whitehall, MI *****
***************@*****.***
Work Experience
Technical Support Analyst
Integrated Health Solutions-Overland Park, KS
October 2022 to October 2023
• Maintained high levels of customer satisfaction through empathetic listening and effective communication skills
• Resolved complex technical issues for clients, enhancing overall system performance.
• Offered remote support for cloud-based and web-based clients via phone, email and chat.
• Provided remote assistance to customers in resolving software and hardware issues, ensuring minimal downtime.
• Decreased response times with efficient ticket management and prioritization of urgent issues.
• Collaborated with cross-functional teams to develop solutions for recurring technical problems.
• Communicated technical findings via lay terminology to keep interdepartmental teams informed on vital developments.
• Patched software and installed new versions to eliminate security problems and protect data.
• Leveraged diagnostic tools to troubleshoot network connectivity issues, restoring critical services for clients quickly and efficiently.
• Analyzed issues to identify troubleshooting methods needed for quick remediation. Technical Support Analyst
Shoreline Vision-Muskegon, MI
April 2017 to October 2022
• Resolved complex technical issues for clients, enhancing overall system performance.
• Developed strong relationships with customers through consistent follow-up on open tickets and proactive communication around known issues or outages.
• Resolved issues with systems, hardware, Printers and telephones quickly and accurately.
• Stayed current with industry trends and emerging technology advancements to better serve client needs when troubleshooting challenges arose.
• Participated in regular team meetings to discuss ongoing cases, share progress updates, and identify opportunities for collaboration.
• Stayed current with industry trends and emerging technology advancements to better serve client needs when troubleshooting challenges arose.
• Assisted in product testing efforts prior to release, helping identify potential bugs or user experience improvements needed.
• Authored technical requirement documentation to suit business goals and technological limits. Education
Associate of Applied Science in Computer And Information Sciences Muskegon Community College - Muskegon, MI
August 2014 to April 2018
High school diploma
Whitehall High School - Whitehall, MI
August 2005 to April 2009
Skills
• Remote Technical Support
• Hardware upgrades
• Computer Diagnostics
• Software Installation
• Customer service expert
• Network diagnostics
• TCP/IP
• Ticket support system management
• Microsoft Outlook
• User Support
• Problem-Solving
• On-Site Technical Support
• Windows 10
• Laptop Servicing
• System diagnostics
• Desktop support
• Technical documents comprehension
• Teamwork and Collaboration
• Product Troubleshooting
• Organizational Skills
• Data Analysis
• Application installations
• Customer Support
• Hardware Configuration
• Active Listening
• Technical Troubleshooting
• Issue Troubleshooting
• Data Recovery
• Network configuration
• Software diagnosis
• Mac systems
• Performance Testing
• Active Directory
• Network Support
• Azure
• Help Desk
• DNS
• LAN
• Operating Systems
• DHCP
• Microsoft Windows Server
• User Interface (UI)
• System Administration
• Remote Access Software
• VPN
• Linux
Certifications and Licenses
CompTIA A+
Microsoft Azure Administrator
Microsoft Azure Fundamentals
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