CV / English / Technical Support Analyst
Personal Information
- Address: 2442 Tech Avenue, Cyber City, CA 94102
- Phone: (123) 456-7890
- Email: [email protected]
Brief
A dynamic and skilled Technical Support Analyst with over 5 years of experience in providing tier-2 support, managing complex software issues, and implementing solutions that improve operational efficiency. Excellent problem-solving abilities, a keen eye for detail, and strong communication skills to effectively manage technical issues and ensure customer satisfaction.
Core Competencies
- Problem Resolution
- Customer Service Excellence
- Technical Proficiency
- Complex System Troubleshooting
- Process Improvement
- Team Collaboration
- Technical Documentation
Technologies and Certifications
- Technologies: Windows/Linux OS, SQL, Python, Network Troubleshooting Tools
- Certifications: CompTIA A+, Network+, MCSA, CCNA
Professional Experience
Tech Solutions Inc., Cyber City, CA — Technical Support Analyst
November 2018 - Present - Provided tier-2 technical support for a diverse client base, resolving issues related to software, hardware, and network systems. - Collaborated with cross-functional teams to implement software updates and patches that improved system performance by 30%. - Enhanced the company’s knowledge base by documenting frequently encountered issues and their solutions, reducing repeat tickets by 25%.
Global Tech Services, Tech Town, CA — IT Support Technician
June 2016 - October 2018 - Delivered first-level support, managing over 50 daily customer inquiries related to software and hardware problems. - Assisted in the transition to a new CRM system, which increased department efficiency by 20%. - Conducted regular system maintenance and updates, ensuring optimal operation and minimizing downtime.
Education and Training
- Bachelor of Science in Information Technology University of Cyber Tech, Cyber City, CA — 2012-2016
- CompTIA A+ Certification — 2017
- Cisco Certified Network Associate (CCNA) — 2018
Referees
Available upon request.