CV / English / Support Analyst
Email: [email protected]
Phone: +1 234 567 8900
Address: 123 Imaginary Lane, Techville, TX, 78901
Proactive and solutions-oriented Support Analyst with over 5 years of experience in IT support, specializing in software troubleshooting, system administration, and user support. Adept at diagnosing complex technical issues, enhancing system performance, and delivering excellent customer service. Committed to improving support processes and increasing customer satisfaction.
- Technical Support & Troubleshooting
- Customer Service Excellence
- System Administration
- IT Security Compliance
- Teamwork & Collaboration
- Process Improvement
- Technologies: Windows/Linux OS, Active Directory, MS Office Suite, SQL Server
- Certifications: CompTIA A+, ITIL Foundation, Microsoft Certified: Azure Fundamentals
ABC Tech Solutions, Techville, TX | Support Analyst
June 2018 - Present
- Led the support team in diagnosing and resolving complex system issues, achieving a 30% improvement in resolution time.
- Implemented new ticketing system that increased tracking efficiency and customer satisfaction by 25%.
- Conducted regular training sessions for staff on security best practices, contributing to a 40% reduction in security incidents.
XYZ Computing, Techville, TX | IT Support Technician
January 2016 - May 2018
- Provided tier 1 and 2 support, resolving over 500 tickets with a 98% satisfaction rating.
- Managed system backups and recovery processes, ensuring 100% data availability.
- Assisted in the migration of company data to cloud-based storage, improving data access and security.
- B.S. in Information Technology, Techville University, TX, 2015
- CompTIA A+ Certification, 2016
- ITIL Foundation Certification, 2017
- Microsoft Certified: Azure Fundamentals, 2019
Michael Scott
Former Manager at ABC Tech Solutions
Email: [email protected]
Phone: +1 987 654 3210
Olivia Davis
Senior IT Support Technician at XYZ Computing
Email: [email protected]
Phone: +1 654 321 9870