it support analyst - Information Technology Resume Search
it support analyst - Information Technology Resume Search
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it support analyst Resume


Desired Industry: Information Technology SpiderID: 65664
Desired Job Location: dallas, Texas Date Posted: 11/30/2012
Type of Position: Full-Time Permanent Availability Date: 12/10/2012
Desired Wage: 55000
U.S. Work Authorization: Yes
Job Level: Experienced with over 2 years experience Willing to Travel: Yes, Less Than 25%
Highest Degree Attained: Willing to Relocate: Undecided


Objective:
To obtain a position where I can maximize my previous experience in customer service and information technologies, and have a challenging environment where constant self-improvement is not only encouraged, but is expected.


Experience:
• Carlson Restaurants Worldwide – Carrollton, Tx. - 2006- Present
Business Support Analyst
Handles calls from management teams from all U.S. T.G.I. Friday’s locations. Calls range from hardware/software troubleshooting, basic procedural training, hardware repair dispatch, total failure recovery, live date conversion, database manipulation, network/internet issues, and escalation to Tier 2 or Development services. Handles help desk independently overnight in a 24X7 work environment with little to no supervision most shifts. Helps provide constant improvement to knowledgebase through monthly solution additions.

• Cheesecake Factory – Frisco, TX.
2005-2006
Server
Waitstaff/trainer while searching for IT position.

• Sierra Nevada Cash Register – Las Vegas, NV. - 2003-2005
Point of Sale Technical Analyst
Directly responsible for over 40 retail accounts using ECRS Catapult systems from initial database setup, hardware ordering/setup, training, live date testing, remote database backup, 24X7 hardware/software support. Became knowledgeable in many other point of sale systems supported by Sierra Nevada (Aloha, Squirrel, Digital Dining, ISS45, Positouch) as well as various hardware specific devices for both remote and on-site troubleshooting/repair for over 500 clients around the United States.

• U. S. Broadband – Las Vegas NV. - 2002-2003
Broadband Integration Specialist
Direct service provider for Cox Cable in the greater Las Vegas area, responsible for residential cable internet installation, training, and follow up support.

• Blue Flame Productions – Arlington, TX./Las Vegas, NV. - 1997-2002
Management/Promoter
Managing, promoting, and advertising entertainment acts. Built and maintained website, helped procure contracts, and equipment upkeep.

• Farris Point of Sale – Fort Worth, TX. - 1995-1997
Point of Sale Technical Analyst
Responsible for initial database setup, hardware configuration/setup, employee training, live day observation, and ongoing assistance/ troubleshooting using the Positouch point of sale system. Technical support via phone, remote connection, and on site visits when not on direct assignment.


Education:
2010-2012 U.T. Arlington finishing Bachelor’s
of Science Degree in Management Information Systems


Affiliations:
HDI Certified – Support Center Analyst
A+ Certification – Remote Technician
Network Plus Certification


Skills:
Windows 9x/2000/XP/Vista/7 – SQL database management – MS Office – Various retail point of sale systems
PC Anywhere – VNC – Expert Advisor and Service Now call logging – Remote Desktop


Additional Information:
Solutions-focused, team oriented Business Support Analyst with broad experience and hands-on skill in successfully implementing highly effective helpdesk operations and cost-effective management of innovative customer and technical support strategies. Proven ability to successfully analyze a caller’s critical support requirements, identify potential opportunities, and develop innovative solutions for increasing reliability and improving productivity of the call center. A broad understanding of computer hardware and software, including installation, configuration, management, troubleshooting, and support both on site and remote.


Candidate Contact Information:
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