Support Analyst Customer Service

James L. Miller

Memphis, TN ***** 502-***-**** ***********@*****.***

PROFESSIONAL SUMMARY

Collaborative Technical Support Analyst specializes in exploiting internal and external relationships to synergistically tackle complex issues. Elicits aid from vendors, colleagues and other external sources to improve ticket responses. Combines personal expertise with diverse professional relationships to support maximum support quality.

SKILLS

Windows 10/11 / MAC MS Office

MS Active Directory / MS Teams

Service Now / Remedy

TCP/IP, LAN / WAN / VPN

HP, Xerox Printers / Android/iOS

Remote Diagnostics

IP Phone Systems / RF Devices

Customer service expert

Complaint resolution

Desktop support

Software diagnosis

Service Now / Remedy

WORK HISTORY

TECHNICAL SUPPORT ANALYST 03/2022 to CURRENT

Genisus10 (Contractor @ Medtronics) Memphis, TN

1st - 3rd level technical support to over 500 internal staff.

Respond to telephone, Service Now ticket queue,and Walk-ins.

System hardware, data,, applications, software & Phone support.

Support requests from end-users, Active directory updates, document procedures, preventive maintance and inventory control.

Maintained, installed, updated software and configured systems.

Critical thinking, explained technical information in clear terms to promote better understanding for non-technical users.

TECHNICAL SUPPORT TECH 03/2019 to 03/2022

Campbellsville University

Administering Windows, Active Directory, Apple & Android devices

Answering incoming calls and monitoring incoming emails through ticket tracking system

Supporting MS Office 365, printers, projectors, VOIP phones, and TVs

Printer and mobile device support (smart phones, hotspots, iPad…)

Collaborated with vendors to locate replacement components and resolve advanced problems.

Assist in security incidents, security threats and disaster

self starter with minimin supervison / team player

worked occasionaly on weekends as needed for onsite support

TECHNICAL SUPPORT ANALYST 06/2016 to 11/2019

Motorcycle Superstore

Maintenance & management of the Critical Windows based Systems

Maintaining up to date Antivirus levels on all machines company wide

Working on Active Directory accts, configuration of Motorola RF guns, desktop, printers & laptops

Managing and monitoring computers in multiple locations nationwide

Providing maintenance support and break-fix solutions

Liaising & meeting with external suppliers of IT services

Producing reports for senior managers, on everyday operations

Purchasing of IT Equipment and software in line within agreed budgets

Supporting a multi-site IT infrastructure of at least 300 employees

SYSTEMS TECHNICIAN 02/2012 to 06/2016

Vogt Power International

Supported IT end-user concerns using troubleshooting and root cause analysis to resolve issues.

Enforced safe job site and maintained compliance with company safety, OSHA and customer-specific safety standards.

Set up hardware and software in optimal configurations to meet network performance requirements.

Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.

EDUCATION

Associate of Applied Science Electronics Engineering 05/1986

Kentucky College of Technology, Louisville, KY

Associate of Applied Science Computer Science 06/2000

RCH Technical Institute, Renton, WA

HTML / CSS / JavaScript 02/2020

Code Academy, Online

Front End Web Development 06/2020

Udemy / Web Development Bootcamp, Online

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