Technical Support Analyst Resume Sample

TECHNICAL SUPPORT ANALYST

Solid foundation in technical project management, technology implementation and IT strategy development experience, including project leadership in creation of web base platform solutions. Problem solver with advanced technical knowledge who excels in challenging situations. Thoroughly experienced in effectively handing many projects and deadlines simultaneously. Nine years of experience in sales and client relationship management.

PROFESSIONAL EXPERIENCE

Technical Support Analyst Level II, ABC Online, Miami, FL, 20xx – 20xx
Assisted Web developers, Web programmers, and Internet merchants via phone, chat, and e-mail in integrating payments products and installing the SDK on Windows, Linux, and UNIX machines, including Java, ASP, PHP, and Perl implementations.

* Single-handedly furnished premium customer support for merchants of global financial transaction and payment services in Singapore and Australia.

* Saved up to 40 irate clients from terminating accounts by establishing trust and mending relationships.

* Effectively resolved technical support problems for the Payflow Products via e-mail, phone, and chat.

* Served as liaison, resource, and primary point of contact for management and clients.

Technical Support Analyst, BCD Technologies, Miami, FL, 20xx – 20xx

Supported all premium merchants in the US and Canada. Entered all e-mails and calls that came into the reporting system, Vantive, and created appropriate cases in the Clarify call-tracking database. Maintained and updated the Primus knowledge base. Provided management of call/e-mail tracking and reporting through the Avaya Report system database to maintain satisfactory SLAs for all support personnel.

* Troubleshot code on e-commerce Web sites, educated users on the functions of the software, and answered presales questions related to payments, products, and update and change processor/platform information.

* Collaborated with processors and merchant account providers to locate missing funds, handle settlement issues, and troubleshoot network connectivity issues with Web servers.

* Aided merchants and Web developers in integrating products on Web sites and shopping carts.

EDUCATION

A.A. Degree in Electrical Engineering, XYZ College, Miami, FL, 20xx

CERTIFICATIONS & TECHNICAL PROFICIENCIES

AIX Support Specialist / CCNA Exploration – Network Fundamentals / CCNA Exploration – Routing Protocols and Concepts / CCNA Exploration – LAN Switching and Wireless / CCNA Exploration – Accessing the WAN / CCNA – Cisco Certified Network Associate (Anticipated Completion in July 20xx) / Primus Level 2 Knowledge Champion

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