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Service Support Analyst resume examples

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Skills

  • Communications
  • Feedback relay to product teams
  • Customer escalation reduction
  • IT service desk monitoring
  • First Aid/CPR
  • Framework equipment
  • Knowledge base creation and maintenance
  • Business analysis
  • Process improvement
  • Team management

Work Experiences

  • Achieved zero unresolved high-severity tickets.
  • Provided extensive Asana training, imparting knowledge of best practices for data security and error reduction.
  • Captured feedback from 11 users.
  • Achieved a 36% faster resolution time.
  • Captured feedback from 9 users to influence critical updates on ServiceNow, improving system usability by 15%.
  • Collaborated with cross-functional teams to diagnose and resolve network outages, minimizing downtime by 2 hours annually.
  • Awarded in 2019.
  • Kept track of employee tasks, assessing data processing and performance in order to assess business functions and inefficiencies.
  • Adapted IT support operations during initiative.
  • Achieved improvement over 12 months.

Summaries

  • Achieved results within 16 months.
  • Achieved a 16% improvement.
  • Automated routine IT tasks using framework.
  • Service Support Analyst who is rational, critical-thinking, and has 13 years of experience enhancing organizational operations through information systems solutions.
  • Collaborative Service Support Analyst known for driving cross-functional initiatives, ensuring fast, collaborative responses to network outages and technical issues.
  • Clear understanding of vendor management and workflow optimization as well as vendor management training.
  • Service Support Analyst with 11 years of successful client relations and cross-functional collaboration experience.
  • Proven track record of translating specific business objectives such as growth and efficiency into new system designs.
  • Addressed critical impact issues.
  • Analyzed service ticket trends to optimize first-call resolution rates, achieving a 26% increase in first-call resolutions over 2 months.

Accomplishments

  • Championed help desk software transition, training 18 team members and improving daily ticket resolution by 33%.
  • Automated reporting dashboards that provided real-time insights into support team performance and issue trends.
  • Improved response times by 60% through the development and automation of help desk reporting.
  • Developed a ticket escalation process, resulting in 65% faster resolution times for critical incidents.
  • Facilitated the seamless system upgrade for marketing with zero customer downtime and a 40% reduction in service requests.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Collaborated with team of 2 in the development of standard.
  • Collaborated with customer success teams to maintain and increase customer satisfaction scores, resulting in 45% improvement.
  • Drove implementation of framework, cutting support training time by 84% and enhancing overall team productivity.
  • Provided root cause analysis for program, reducing repeat incidents by 63% over 18 months.

Affiliations

  • International Association of Customer Service Professionals (IACSP)
  • Microsoft Certified: Azure Fundamentals Certification
  • Certified Service Desk Manager (CSDM) CPA by SDI
  • Association for Computing Machinery (ACM)
  • End-User Experience Optimization Network
  • American Society of Safety Professionals
  • Information Systems Audit and Control Association (ISACA)
  • Cross-Departmental Collaboration Network for IT Professionals
  • National Association of Technical Support Professionals (NATSP)
  • Association of Information Technology Professionals

Certifications

  • Axelos PRINCE2 Foundation
  • Salesforce
  • Certified Information Technology Manager (CITM)
  • Certified Incident Resolution Expert (CIRX)
  • Microsoft Certified: Azure Fundamentals
  • Cisco Certified Network Associate (CCNA)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • CCNA (Cisco Certified Network Associate) Routing and Switching
  • CompTIA Network+
  • Certified Public Accountant

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