Technical Support Analyst

Seeking Technical Support Analyst role with ** years of diverse experience in end-user technology and deskside support. Proven expertise in customer interaction, hardware deployments, and troubleshooting, with a strong track record in resolving technical issues efficiently. Skilled in-service management tools like Zendesk and Service Now, enhancing user satisfaction and system performance.

Work Experience

AppsAnywhere Inc.

Product Support Engineer Charlotte, NC Aug 2022 - Jan 2025

•Provided high-quality client service by efficiently addressing incidents, service requests, and escalations via Zendesk ticketing software.

•Troubleshot issues with company products, virtual machines, and third-party vendor systems using ITIL protocols and secure access methods such as VPN, SSO, VMware, Citrix, and Azure.

•Administered software and Apache security upgrades on servers, including patch and SSL management, to maintain system integrity and performance.

•Generated server logs to investigate outages and device defects, ensuring timely escalation of major issues.

•Managed and administered SaaS Linux-based products using tools such as Microsoft SQL, PowerShell, SQL Server Management System, and Linux command line syntax.

•Delivered remote support for infrastructures using SCCM to deploy applications to end-users.

Excell by CompuCom Systems Inc, Contract: Wells Fargo

Internal Technology Infrastructure Coordinator Charlotte, NC Jun 2022 - Jul 2022

•Processed and managed employee data inputs from Human Resources to prepare laptops and computers for distribution.

•Monitored the system imaging process to ensure timely and accurate deployment of PCs for employees.

•Coordinated the shipment of imaged devices according to the established queue and schedule.

Signature Consultants LLC, Contract: Wells Fargo

Technical Business Support Coordinator Charlotte, NC Feb 2022 - May 2022

•Facilitated technical support for end-users on the Commercial Electronic Office(card processing systems) with ISO 8583 Portal, resolving software, hardware, and network issues.

•Assisted clients with Deposit scanners, ACH, Wire, tokenization and mobile device issues using knowledge articles in a call center environment.

•Documented and managed client interaction cases in Service View, ensuring compliance with SLA requirements.

Allstate Insurance Company, Technical Service

Technical Support Analyst I Charlotte, NC Sep 2019 - Jan 2022

•Managed customer communication and issue resolution through various channels, increasing consumer satisfaction from 82% to 96% within two months.

•Performed diagnostics and troubleshooting on end-user computers and mobile devices, using ServiceNow to prioritize multiple ticket queues and achieve resolutions in half the target time.

•Provided intermediate deskside support and created documentation for application developers, data engineers, and system managers, enhancing user understanding of system processes.

Charter Schools USA, Steele Creek Preparatory Academy

Enrollment Registrar Manager Charlotte, NC Feb 2019 - Mar 2019

•Managed and maintained state and district student database systems, including PowerSchool, ensuring accurate coding and master scheduling to optimize funding outcomes.

•Prepared and analyzed records and statistical data on student enrollment, facilitating informed policy formulation and administrative decisions.

•Monitored and reported on student attrition and retention rates, enhancing inquiry, application, and enrollment processes.

Norwalk Public Schools, Nathan Hale Middle School

Technical Administrative Assistant Norwalk, CT Aug 2014 - Aug 2018

•Developed and implemented procedures for data management, including processing state testing results, managing student records, and maintaining attendance, withdrawals, and transfers.

•Assisted guidance counselors in resolving scheduling conflicts using Power School Data system, while also managing the registration process and verifying student documentation in accordance with district standards.

•Edited and maintained the school website as Webmaster.

•Led training and troubleshooting support for teachers and staff on the Power School software and desktop computers.

Viking Resources, Eastern Accounting Systems

Payment Intake Agent Danbury, CT Oct 2013 - May 2014

•Coordinated with creditors to facilitate payment processing for current and written-off accounts, improving transaction flows efficiency for multiple cable companies.

•Provided end-user support by utilizing processed data flows and payment POS, ensuring accurate and timely recording of financial transactions.

Norwalk Oral and Maxillofacial Surgery

Financial Coordinator Norwalk, CT Dec 2006 - May 2009

•Processed authorizations, claims, and estimates for surgeries and procedures using various insurance carriers' healthcare software, ensuring accurate and timely submissions.

•Established department billing standards by analyzing, auditing, and optimizing collection claims to enhance financial operations.

Norwalk Board of Education, Nathan Hale M.S

Instructional Aide/Xerox Tech Norwalk, CT Sep 2004 - Dec 2006

•Delivered critical administrative and technical assistance by troubleshooting Xerox machines, ensuring minimal disruption to daily operations.

•Coordinated with Xerox helpdesk support by forwarding error tickets, facilitating timely resolution of technical issues.

Cablevision

Technical Support Representative Stratford, CT Nov 2003 - Apr 2004

•Delivered exceptional customer service and resolved technical incidents efficiently in a high-pressure setting.

•Coordinated and dispatched service tickets to field technicians for unresolved issues requiring on-site intervention.

Education

Frontend Fortified

Web Development, Web Development Present

New York Code and Design Academy

Certificate of Full Stack Development and Software, Full Stack Development and Software Mar 2018

Housatonic Community College

36 credits in Pre-Engineering Science, Pre-Engineering Science 2015 DeVry College of New York

Bachelor of Engineering, Biomedical Engineering Technology and Electrical Engineering Bachelors Program 2011

University of Maryland Eastern Shore

23 credits in Biology and Business Science Bachelor Program, Biology and Business Science 2001

Certifications

CompTIA A+ and Network+ Certificate Courses April 2015-May 2016

Skills

Microsoft Office/365, Backend Development, Java Script, App/Web Development, Visual Basic, Customer Relations,

System Upgrades, Mid-Level PC Support, Data Analyst, Service Now, Desktop Software, Help Desk Support,

Hardware Installations, MS Edge, Microsoft SQL, Zendesk, Software Deployment, Troubleshooting, Windows OS,

Ios, Active Directory, Problem Solving, System Administration, Cloud Computing, Technical Support, SSH, Team

Collaboration, Skills: Network Security, MS Visual, HTML5, VMware, Medical Billing, ICD9 Coding, CPT Coding,

Time Management, Critical Thinking, Communication, Programming Languages, Linux Server Upgrades, Product

Software Upgrades, Network Security, Server Patch Updates, IT Documentation Writing and Management, JIRA,

Confluence, Customer Service, Problem-Solving, Network Troubleshooting, Project Management, Analytical Thinking, Cybersecurity Knowledge, Splunk, Hardware Imaging, Incident Resolution

Contact this candidate