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Top 50 Senior Support Analyst Skills

Below we've compiled a list of the most important skills for a Senior Support Analyst. We ranked the top skills based on the percentage of Senior Support Analyst resumes they appeared on. For example, 8.3% of Senior Support Analyst resumes contained Technical Support as a skill. Let's find out what skills a Senior Support Analyst actually needs in order to be successful in the workplace.

These are the most important skills for a Senior Support Analyst:

1. Technical Support

demand arrow
high Demand
Here's how Technical Support is used in Senior Support Analyst jobs:
  • Provided day-to-day technical support for merchandising user interface program, ensuring timely resolution and superior service delivery standards.
  • Provide timely and efficient technical support for industry used software and customer specific applications.
  • Provided second-level Production phone/e-mail technical support for worldwide commodity trading customers.
  • Provided technical support/analysis for electronic trading customers and internal staff.
  • Provided technical support for apple computer systems customers.
  • Supervised and worked alongside 1 Technical Support Specialist at the Tampa location supporting over 150 employees in 2 local offices.
  • Worked as a Senior Technical Support Analyst for FabTrol Systems Inc. Software for the steel fabrication industry.
  • Provide technical support on trade floor as well as for multiple lines of business throughout BMO/Harris Bank.
  • Provide leadership to our technical support team for supporting video streaming, distribution, and syndication.
  • Answer incoming technical support requests and second level referrals for OCLC Software and Services.
  • Provided technical support for Dona Ana Community College faculty and staff.
  • Provided tier 3 technical support for Joint Base Andrews Air force.
  • Provided technical support for AIX RISC 6000 hardware and software.
  • Provide technical support and maintenance for all IT hardware.
  • Provide skilled technical support to the department.
  • Provided on-going Merck standard computer and network technical support for the resolution of problems related to desktop services.
  • Provide technical support, troubleshoot and complete service orders for any customer issues/concerns on Ricoh digital product lines.
  • Provide technical support of all clinical systems with an advanced understanding of the clinical modules (i.e.
  • Contribute analytical and technical support to assist in resolving physical facilities exception issues.
  • Provide remote technical support of the Meditech 6.0 and Meditech MAGIC HCIS's for 6 hospitals in the southern California area.

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2. Customer Service

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high Demand
Here's how Customer Service is used in Senior Support Analyst jobs:
  • Earned a solid reputation for resolving complex issues and providing exceptional customer service.
  • Suggested new procedural improvements that decreased future customer service calls.
  • Contribute to the improvement in office operations and/or customer service.
  • Provided customer service on a functional and limited technical level for complete and total resolution for each assigned help desk incident.
  • Delivered training to include customer service skills, team building, negotiation skills, and new employee orientation.
  • Answer incoming phone and email customer service questions for appraisal ordering, appraiser approval and appraisal release.
  • Provide end users with exceptional customer service and strive to resolve cases on the first call.
  • Provided first and second level customer service problem diagnosis and phone support to ARAMARK employees.
  • Provide high level of customer service and satisfaction to internal and external customers.
  • Assessed, developed, and delivered learning solutions for the Customer Service Center.
  • Demonstrate positive & courteous customer service & proper telephone etiquette.
  • Served as liaison between the Technology and Customer Service Department.
  • Provide customer service through extensive phone and desk side support.
  • Provide a high level of customer service for clients.
  • Incorporated customer service skills with strong attention to detail.
  • Received top ratings for customer service.
  • Review and analyze prior usage reports to develop forecast for Customer Service and Manufacturing parts requirements.
  • Provided hardware and connectivity support for teller and customer service platforms in financial centers (branches) across Wachovia.
  • Assist the Associate Customer Service Manger to identify training needs of the Customer Service Representatives.
  • Analyze customer service request data for installation and repair of new and existing Ricoh equipment.

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3. Remote Access

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high Demand
Here's how Remote Access is used in Senior Support Analyst jobs:
  • Utilized remote access tool to solve problems Tier I and II technicians were not able to solve verbally.
  • Support end users through phone, self-service tickets, remote access of workstation, or in person.
  • Trouble shooting network, PC and printers vial telephone, VNC, and remote access tools.
  • Sole tier 2 support for all customer remote access functionality issues for both companies.
  • Created and managed Windows domain accounts, e-mail accounts, and remote access accounts.
  • Used remote access to investigate problems and updated ORACLE database using SQL*plus.
  • Worked in conjunction with Tier 2 group, Remote Access Development group, and Tier one techs on escalated trouble tickets.
  • Provide technical support for 200 retail stores using IBM POS systems software Tradewind, via telephone and remote access.
  • Project lead for Outlook Mobile Access, Logmein remote access and Lotus to Microsoft office conversion.

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4. Desktop

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high Demand
Here's how Desktop is used in Senior Support Analyst jobs:
  • Lead the recreation process for issues, including the installation of server and desktop operation systems and third-party software.
  • Managed and participated in numerous desktop and laptop hardware refreshes, migration from Windows XP to Vista/Windows7.
  • Trained entry level Desktop Support Technicians & Interns on best practices for customer support and incident troubleshooting.
  • Experience in root cause analysis for desktop applications, became the subject matter expert on 12 applications.
  • Installed, upgraded and supported PC's/desktops, laptops, servers, peripherals and Blackberry's.
  • Provided Desktop support to Sales, Trading, Investment Banking, and Senior Management.
  • Provided support to the end-users and adhered to the standardization of desktop applications.
  • Install and configure desktop software, including MS Office, MS Internet.
  • Experience in Jr. Systems Administrator /desktop role (3+ years experience).
  • Provide Desktop support to Equity and Fixed Income Sales & Trading.
  • Configure HP desktops and laptops which are the standard models here.
  • Provided Desktop support for all users supporting both Win98 and Win2000.
  • Install and support IT Services standard desktop hardware and software.
  • Provided Remote desktop support for Clients not at Corporate Headquarters.
  • Led desktop refresh project for Trading floor.
  • Maintain familiarity with desktop hardware, operating system software and applications Plan and coordinate installation of cabling.
  • Migrated and Supported Windows 7 PC and Wyse Thin Laptop and Terminal Hosts for Virtual Desktop Interface.
  • Install software using Kaseya Client as well as able to remote into Staffs computer desktops or laptops.
  • Deploy all Dell/Lenovo desktop and laptops.
  • Provided Citrix Xen Desktop support and installation.

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5. Windows XP

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high Demand
Here's how Windows XP is used in Senior Support Analyst jobs:
  • Leveraged extensive experience in multiple operating environment including network connectivity and security, Windows XP/Vista workstation and server components.
  • Support Windows XP/Vista Win 7 issues, Active Directory, Security ID, Wireless, VPN setup and PKI Token configuration.
  • Support infrastructure issues on Windows XP, Windows 7, Macintosh Leopard, Macintosh Snow Leopard, and Macintosh Lion.
  • Provided infrastructure IT support and solutions for computer-based problems encompassing networking, printer, and Windows XP domain issues.
  • Install, configure and perform troubleshooting of Windows XP on desktops in network environment for company employees.
  • Diagnosed, identified, troubleshoots, and resolved Windows Vista Enterprise, Windows XP operating systems.
  • Supported custom POS software on Windows XP POS end-points and store servers.
  • Perform migrations from Windows XP to Windows 7 Professional 64bit.
  • Project lead for Windows XP SP2 upgrade at NASA headquarters.
  • Project Lead on Windows 2000 to Windows XP migration.
  • Managed Windows XP to Windows 7 migration.
  • Performed Windows XP to Windows 7 company rollout plans for company users.
  • Participated in Windows XP rollout.

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6. Troubleshoot

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high Demand
Here's how Troubleshoot is used in Senior Support Analyst jobs:
  • Offered guidance and troubleshooting for configuration of server and workstation environments for both self-supporting and hosted environments.
  • Perform in-depth research and creative problem analysis and execute advanced troubleshooting procedures to resolve complex issues.
  • Help maintain a history that will facilitate ongoing troubleshooting activity for specific users.
  • Worked with the corporate documentation group to standardize technical documents and troubleshooting procedures.
  • Analyzed technical situations to achieve a solution through troubleshooting and researching available material.
  • Provide operations & troubleshooting support for Business systems.
  • Assist in the troubleshooting of complex ESI and CSV data loads from initial ingestion to end-user review.
  • Utilize MS SQL Server 6.5 & 7.0 to manipulate and retrieve data for troubleshooting and analysis.
  • Manage incidents to include initial troubleshooting, communicating with client and stakeholders to resolve issues.
  • Provided Level 2 support issues, break-fix, new installs, troubleshooting, etc.
  • Performed configuration, troubleshooting and database scripting on Microsoft SQL 2008 server.
  • Assisted systems network personnel with troubleshooting of networks or systems issues.
  • Provide initial troubleshooting as well as Root Cause Analysis
  • Work with vendors to troubleshoot and resolve issues.
  • Network troubleshooting and resolution to network issues.
  • Trusted to assist the engineering team as needed in regards to server issues such as troubleshooting, upgrades and backups.
  • Documented workflows, functions, processes and troubleshooting steps for products and related interfaces.
  • Applied and used diagnostic utilities and tracking tools in troubleshooting pc workstations.
  • Market Data support including Thomson Reuters, and Bloomberg troubleshooting and installations.
  • Created multi-layer playbooks that covered installation and troubleshooting for Bluecoat Proxies, Cisco Wireless AP's, switches and routers.

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7. Active Directory

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high Demand
Here's how Active Directory is used in Senior Support Analyst jobs:
  • Performed Active Directory system administration for User & Computer accounts.
  • Managed and maintained user accounts by utilizing Active Directory
  • Performed Active Directory permissions troubleshooting and reconfiguration.
  • Administered Active Directory information for Area.
  • Performed account management in Active Directory.
  • Create User account through Active Directory as well and Wireless network through our secured network using window log in scripts.
  • Designed and implemented the migration from Windows NT/Exchange 5.5 to Windows 2000 Active Directory and Exchange 2000.
  • Administered Active Directory File and Folder permissions via assignments of groups for local departments.
  • Increased efficiency of user set ups with the addition of Active Directory organization.
  • End user accounts management via Active Directory and System Center Operation Manager.
  • Assist with monitoring of Windows Active Directory file serve and communications equipment.
  • Create and unlock accounts in Active Directory, Check user group memberships.
  • Create, modify, disable user accounts using Active Directory.
  • Created and maintained end user accounts in Active Directory.
  • Work with Active Directory to troubleshoot network accounts.
  • Joined PC s to the Active Directory Domain.
  • Manage Exchange 5.5 messaging system and Active Directory.
  • Designed and implemented a utility to interface with Active Directory to extract employee information for use with Microcall Call Accounting.
  • Updated associates and computer accounts in Active Directory and Exchange for employees, new hiressetups, changes and terminations.
  • Support and Manage Active Directory, MS Exchange [ ] VMWare Environment, and Share Point.

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8. Database

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high Demand
Here's how Database is used in Senior Support Analyst jobs:
  • Maintain master database of all Trading applications which assists management in determining business initiatives as well as cost savings objectives.
  • Compiled and generated tickets and information about all security issues into a common issue database.
  • Designed application and database enhancements to support continually evolving end user process requirements.
  • Maintained and monitored multiple databases using Oracle Enterprise Manager.
  • Maintain a MySQL database for Human Resources allowing the electronic submission of payroll and HR forms/requests using PHP scripts.
  • Research all requests from traders, includes searching FIX logs, TradeCapture databases, and Order Matching systems.
  • Experience in creating and maintaining all databases required for development, testing, education and production usage.
  • Created load files for common litigation support databases such as Concordance, Summation, and Introspect.
  • Researched issues on various computer systems and databases to resolve complaints and answer inquiries.
  • Developed procedures, reports, flow charts, and maintained databases for Configuration Management.
  • Created documentation, updated databases to track hardware inventory, and oversaw various projects.
  • Manage and communicate all issues related to the database and business system administration.
  • Supported end users via telephone, log all activities in call ticket database.
  • Provide Production Support for clients for their Oracle EBS and Oracle Database Instances.
  • Migrate Oracle Database 10g 4k block size to 8k.
  • Conducted IT budget review/planning, established technology standards, negotiated contract services, and engineered database back-up and disaster recovery solutions.
  • Build and configure structured Recommind databases to review and validate the integrity and correctness of delimited data.
  • Maintained databases and analytical reports to track on volume, trends and developments for content ingest and dissemination.
  • Configure Oracle Database 10g Dataguard with EBS 11i application.
  • Provided support via phone and email by promptly identifying and resolving issues Database management Ran SQL queries for evaluation and analysis

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9. PCS

demand arrow
high Demand
Here's how PCS is used in Senior Support Analyst jobs:
  • Worked closely with the imaging and QC team in developing tools and procedures for developing images for PCs/Laptop in the campus.
  • Lead in upgrading more than 450 PCs for shipment to global clients including Paris and London.
  • Image new & existing PCs and review existing tickets to create manuals and FAQs streamlining operations.
  • Provide hardware, software, and network advance support for sprint PCS employees.
  • Configure PCs for first time use at various local and remote sites.
  • Researched and implemented Teacher Control Software on all PCs.
  • Supported back office Desktop PCs.
  • Deliver and move client PCs.
  • Implemented the QA process for recertified PCs to comply with PCI standards and verify operation.
  • Used REAL VNC & NetMeeting to remotely manage in-office pcs & laptops.
  • Created deployable images for all PCs.
  • Completed DTS testing for EDM, PCS, OE, PCM, PHA, as well as several other Meditech modules.
  • Migrated several hundreds of Novell PCs across dozens of locations from their respective workgroup to one consistent AD Domain.

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10. SQL

demand arrow
high Demand
Here's how SQL is used in Senior Support Analyst jobs:
  • Developed SQL data migration scripts for application conversion or integration.
  • Performed tuning of SQL queries and Stored Procedure for speedy extraction of data to resolve and troubleshoot issues in OLTP environment.
  • Involved in the development of PL/SQL stored procedures, functions and packages to process business data in OLTP system.
  • Worked on procurement of enterprise AF-wide web applications; SQL back-end planning and implementation; created RSS feeds.
  • Provided other clients with PL/SQL scripts that would identify data that was missing from database tables.
  • Worked with various SQL Editors such as TOAD, SQL Plus, and Query Analyzer.
  • Worked with developers/vendors to create interfaces using Visual Basic, SQL Navigator, and Access.
  • Represented product revenue information by using SQL Server s reporting services and analysis services.
  • Gather information from SQL tables to create Reports and Convert them to Excel.
  • Installed and supported Microsoft SQL Server 6.5 for a call tracking application.
  • Created SQL queries, escalations, and notifications as needed.
  • Installed telecommunication software on the platform of SQL Software.
  • Repair, create and run scripts for SQL databases.
  • Correct SQL data issues and create Microsoft Access reports.
  • Deal with MSSQL server on a daily basis.
  • Supported Back Office applications - including MS Exchange 5.5, MS SQL Server 7.0 & 6.5.
  • Assisted with Windows 2000, 2003 Servers, and SQL issues.
  • Created SQL queries to facilitate customer order history lookup and grouping functions that tabulated statistics by time intervals.
  • Experienced in loading data into Data Warehouse/Data Marts using Informatica, Oracle Scripts and SQL*Loader.
  • Knowleged in SQL Database servers.

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11. Setup

demand arrow
high Demand
Here's how Setup is used in Senior Support Analyst jobs:
  • Voice over IP phone setup using Cisco Unified Communication Manager Administration and Cisco Unity Connection Administration.
  • Maintain project documentation to ensure setup requirements are complete and accurate.
  • Assisted with terminal and printer setup configurations.
  • Write documentation for wireless and firewall setups to hand over to support operations to maintain on a day-to-day basis.
  • Upgrade Oracle database from 9i to 11g of Oracle EBS 11i and setup DR site at Bank Al-Habib Limited.
  • Provide end user support for video conferences by assisting in equipment setup, testing, and troubleshooting.
  • Prepare conference rooms projectors and setup of network switch and Resolution of connectivity issues.
  • Developed MIS reporting for high profile client trade file issues and new client setups.
  • Assisted with new client setups for system access entitlements, trade file uploads.
  • Provided Database support using Progress, training, new customer setup and upgrades.
  • Conducted training of staff and customers in computer system setup and operations.
  • Supported home networking, router configuration, and printer setup.
  • Support of LAN and NT Server diagnostics and setup.
  • Plan, setup and support of Partner offices.
  • Supported PGI platform meeting setups.
  • Project included setup of video conferencing equipment for corporate utilizing Picturetel 970 and 550 systems over IP.
  • Automated Disaster Recovery switch setup using scripts and SQL, reducing switchover time by 40%.
  • Upgraded BIG IP 3600 Systems to 9.x code for load balancing and activepassive setup.
  • Field Operations/Tech Setup - Onsite Visits and Setups.
  • Visited offsite offices to setup SOHO networks and printers.

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12. Citrix

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high Demand
Here's how Citrix is used in Senior Support Analyst jobs:
  • Monitor and Analyze Client and Vendor Connectivity health to BGC via Citrix, FIX Protocol, Internet and Dedicated lines.
  • Worked with the Citrix Engineering team to publish special applications to make them available remotely through our VPN.
  • Support users on laptops to access remotely and support Citrix (or Windows Terminal Server) users.
  • Participated in regular team meetings on how to streamline the Citrix environment and provided feedback.
  • Installed and Supported Microsoft, Citrix, Database, and Web based Applications.
  • Support multiple applications such Office, Oracle E Business Suite, and Citrix.
  • Installed and configured Citrix receiver for Mac and Windows clients.
  • Configured and supported the Citrix MetaFrame environment at Fleet.
  • Access Health System applications via citrix web connection.
  • Configure remote laptop and Desktops to use Citrix.
  • Utilize Citrix to access different applications needed for support Tracked and monitored calls utilizing Peregrine Service Center Client ticketing system.
  • Supported two Citrix farms of approximately 12 Citrix servers supporting about 2000 remote and local users.
  • Trouble shot Citrix login issues by checking server load, event viewer and user accounts.
  • Utilize virtual technologies to maximize physical server capabilities using VMWare, Citrix and Hyper-V.
  • Experience with Citrix Metaframe and ICA Server and client configuration and usage.
  • Upgraded corporate Citrix Farm from presentation server 4.0 to 4.5, and later built entirely new Citrix XenApp 6 Server Farm.
  • Monitor traffic on company servers using portals (such as Okta, iPam, MaaS360, Citrix, McAfee).
  • Supported the CITRX initiative consisting of a Citrix farm of 100+ servers world wide.
  • Work with Citrix admin to test Citrix XenDesktop and Citrix XenApp deployments on Windows, OS X and iOS.
  • Deployed VM' on Citrix Server 6.5 Streamlined applications on Xenapp server and updated GPO's.

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13. VPN

demand arrow
high Demand
Here's how VPN is used in Senior Support Analyst jobs:
  • Install and enable high security VPN remote connectivity for customers with essential business requirements.
  • Worked and resolved any 3rd level VPN related issues for global users, specialty in Cisco 3x/4x VPN client software.
  • Key role in remote office support consisting of Home Network installation including wireless router configuration and Checkpoint VPN connection.
  • Supported issues with Microsoft Office, Windows 7 and XP, Remote Access, VPN, and networking issues.
  • Performed troubleshooting steps regarding VPN connectivity, wireless card and Wi-Fi network set-up, software problems/inquiries, etc.
  • Assist Partners, Executives, and home users with VPN, Password and RSA secure ID related issues.
  • Assist end users with connectivity issues related to IP configurations and/or VPN problems.
  • Configured and deployed firewalls, routers, switches, and VPN tunnels.
  • Performed testing for future SSL VPN/IPSEC software, 3G mobile card connectivity.
  • Support users accessing network resources over VPN from Remote locations and Hotels.
  • Test Point to Point VPN connectivity between site and main office.
  • Specialized second level team for VPN and RAS support worldwide.
  • Administered and distribute RSA Tokens for SEC VPN 6.
  • Reset of Windows, Sap and Cisco VPN Passwords.
  • Set up and troubleshot VPN and encryption software.
  • Work with Telecom Team to deploy new VPN Solution to Partner Home equipment.
  • Configure and support dialup, VPN and remote connectivity problems.
  • Supported clients with wireless remote access using iPass, VPN and dialup.
  • Assisted in implementing Seibel 2000, Vantive and Oracle migrations Project lead for supporting Dial-out IP and VPN connectivity solution.
  • Supported customers having data connectivity issues, including ssl vpn and cisco vpn dual authentication.

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14. Unix

demand arrow
high Demand
Here's how Unix is used in Senior Support Analyst jobs:
  • Introduced Unix servers into new a new development environment for mainframe applications which helped accelerate code migrations.
  • End user support for both technical systems and software support for our ERDAS software customers on Windows and UNIX platforms.
  • Project Lead for converting the Ash Grove Ready Mix from Unix to Active Directory and then verifying imaging software connectivity.
  • Supported Unix and mainframe EDI applications including resolving 20 to 30 service desk tickets from internal customers weekly.
  • Diagnose and troubleshoot UNIX and Windows processing problems and applied solutions to increase company efficiency.
  • Configured Hummingbird 10 to allow PC users to access resources on the UNIX Server.
  • Write Unix Shell scripts to run automated DBA processes, scheduling jobs in Unix.
  • Supported all applications in a UNIX, Window NT, and 2000 environment.
  • Administered 300 Unix servers for multiple applications and improved efficiency of system resources.
  • Project Manager for standardizing HCA's Unix SMART/Collections systems to meet HIPAA compliance.
  • Developed Unix shell scripts and PL/SQL procedures to transfer data across databases.
  • Monitor Supply Chain system interfaces via E*gate(Unix).
  • Implemented custom applications for both Windows and Unix platforms.
  • Experience in UNIX Operating System and Shell scripting.
  • Modified and tested Unix Scripts, as needed.
  • Manage Microsoft, Unix platforms.
  • Solved IBM COBOL, Unix, and HP Tandem batch failures, correct JCL, and resolve scheduling issues.
  • Assist with the use of the SOA Integration development tool for the iSeries, z/OS mainframe and UNIX platforms.
  • Worked in a core technology environment using Oracle [ ] Unix Shell scripts, Windows and ITIL.
  • Led the Solaris 10 UNIX virtualization/infrastructure upgrade and LINUX migration project.

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15. Backup

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average Demand
Here's how Backup is used in Senior Support Analyst jobs:
  • Retrieved backup data from applications for extensive research via remote connectivity.
  • Designed and implemented backup and recovery strategies.
  • Resolved end-users computer issues ranging from hardware, software, desktop support backup, Blackberry and other wireless support.
  • Installed and maintained NT file server for enterprise wide backup of all NT file servers.
  • Manage and support backup, archiving, and disaster recovery.
  • Run Mainframe system backups, restores and production batches.
  • Run scheduled and nonscheduled backups and or restorations.
  • Team lead Legato backups and recoveries.
  • Followed legal-hold backup & preservation policies for all Electronically Stored Information Trained personnel to improve efficiency of client support.
  • Researched, tested and provided operational documentation including startup/shutdown, backup and recovery procedures.
  • Provide backup solution using Arcserve for department servers
  • Analyzed evidential documents; performed data entry and retrieval; monitored quality control; served as backup for project manager.
  • Run LAN backups using ARCSERV, BRIGHTSTOR, TIVOLI Handle production failures and restarts for all applications.
  • Maintained daily, weekly and quarterly backups of all Cisco and Bluecoat Gear on local secured shares.
  • Monitored Unix/Unidata backup process and conducted file restores in the event of data corruption or loss.
  • Maintained backups for Sun servers with EMC Networker and reported errors to the Systems Administrator.
  • Implemented & Maintained Symantec Backup Exec 12.d solutions configured on Scalar tape library robotics.
  • Provide backup to the Payroll Assistant for the Monaca and Evans City location.
  • Plan a new Install & patches Maintain server Backups, Restore Images.
  • Created process to backup Firm laptops.

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16. Helpdesk

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average Demand
Here's how Helpdesk is used in Senior Support Analyst jobs:
  • Provided direction and supervision of helpdesk team to minimize downtime of end-user workstations.
  • Take ownership of Helpdesk support requests forwarded by Level 1 support team and manage tickets to closure.
  • Provide 1st and 2nd line support, providing 65% desktop support and 35 percent helpdesk support.
  • Utilize problem solving and listening skills to provide PentaSAP Helpdesk support to Chrysler employees and suppliers.
  • Place user work requests into a standard queue for distribution to the members of the helpdesk.
  • Monitor the LabTech ticket queue, and answer incoming phone calls and emails to the helpdesk.
  • Participated in a focus group to recommend a helpdesk product for Customer Service.
  • Provide staff guidance, direction and support for Level 1 Helpdesk team.
  • Provided management and leadership to a team of 50 helpdesk analysts.
  • Maintain network infrastructure that falls under former AOS helpdesk's jurisdiction.
  • Provided Helpdesk Support for over 300 users and provided PBX Support.
  • Serve as first and second level support for the helpdesk.
  • Trained new helpdesk and desktop technicians.
  • Designed disaster recovery documentation for helpdesk, which implements a Citrix/VM solution.
  • Reviewed job logs, investigated and resolved helpdesk calls relating to IBM ISeries AS400's and desktop issues.
  • Served as liaison between helpdesk and IT Services in regards to all remote connectivity issues.
  • Provided helpdesk support for Northrop Grumman Enterprise as well as Vought Aircraft Industries.
  • assigned to Parker PGI, providing Application, Helpdesk and Desktop support.
  • Second level support and phone support Remote helpdesk call center support Blackberry Enterprise Server administration
  • Monitor Exchange Server Monitor Citrix XenServer Aid in the creation of helpdesk policies and procedures.

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17. Hardware Issues

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average Demand
Here's how Hardware Issues is used in Senior Support Analyst jobs:
  • Serve as the point person in resolving software/hardware issues relating to the supported litigation support tools.
  • Troubleshooted, resolved hardware issues for Dell laptop users including repairs and replacements.
  • Assist high profile users with software and hardware issues.
  • Answer calls relating to issues with Customer POS Systems, relating to network, pc, software, and hardware issues.

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18. Network Printers

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average Demand
Here's how Network Printers is used in Senior Support Analyst jobs:
  • Set up of local and Network printers.
  • Managed corporate network printers and shares.
  • Support Lexmark LaserJet network & HP network printers and desktop printers.

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19. Level Support

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average Demand
Here's how Level Support is used in Senior Support Analyst jobs:
  • Functioned as Premium Support Analyst tasked with providing expert-level support to Premium Support customers.
  • Created technical troubleshooting documentation to help assist 1st/2nd level support personnel.
  • Supervised two support analysts on Connectivity team for first-level support products.
  • Monitor P/L for discrepancies and to ensure correct pricing of trader portfolios and provide first-level support for P5 in-house PNL app.
  • Provide support for NiSource network infrastructure including MAS radios network as well as first level support for Harris microwave system.
  • Provided Tier I and II level support for corporate and remote donor center users throughout the United States and Canada.
  • Provided first and second level support for functional/technical use for HR Property-Based Systems and MHRS weekly and biweekly payroll.
  • Provided first, second and third level support for Latent Zero's compliance product, Sentinel version 4.2.
  • Provided user support and guidance as well as second level support after hours/on call for supported clinical applications.
  • Provide second and third level support for NiSource applications and hardware spanning 17 offices across central Ohio.
  • Provide training to first level support technicians globally using PowerPoint, NetMeeting, and WebEX as needed.
  • Provided 2nd level escalation (POC) support for the GSTS 1st level support teams.
  • Trained first and second level support representatives for launch of new product versions/features.
  • Provided 2nd and 3rd level support user community of ~500 people.
  • Performed LAN Administration and 3rd level support; Active Directory.
  • Advise 1st level support on proper resolutions.
  • Ensured top level support was delivered.
  • Single point of contact for the Culver Studios and TCSOB Office location for 1st and 2nd level support.
  • Provided first and second level support for Infor Millennium Series Fixed Assets and Capital Projects products.
  • Acted as the 2nd level support for all Wintel platforms including Windows 2000/2003/2008, as well as VMware and Blackberry Servers.

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1 Level Support Jobs

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20. Software Applications

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Here's how Software Applications is used in Senior Support Analyst jobs:
  • Provided technical support, and problem analysis to end-users for a wide variety of business applications utilizing accounting software applications.
  • Assure prompt and permanent resolution of client inquiries relating to general functionality support for web-based software applications.
  • Analyze problems with software applications to identify problem areas and recommend corrective action.
  • Supported all six GeoGraphix engineering software applications and provided excellent customer service.
  • Set up training environments; assist with on-site customer training in the use and administration of Oracle software applications.
  • Received calls from internal clients assisting with supporting a variety of the bank's propriety software applications.
  • Diagnose and repair hardware problems, repair computers, troubleshoot technical issues and install software applications.
  • Maintained 500+ employee personal computers and software applications and troubleshoot network hardware and software solutions.
  • Provide training to new employees on various software applications and hardware devices.
  • Provide Tier II Customer Support for multiple Oracle software applications.
  • Provided second and third level development support, for multiple Nextel proprietary software applications.

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21. Internet

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average Demand
Here's how Internet is used in Senior Support Analyst jobs:
  • Implemented world-wide network and telecommunications technologies including e-mail, corporate intranet access, remote LAN access and internet connectivity.
  • Provide network hardware/software installations, training's, upgrades and Internet support Develop/coordinate on-site customer support and training presentations
  • Configured network equipment for new offices and connectivity to internet.
  • Network all computers for network and internet connectivity.
  • Support all versions of Windows and MAC users and all applications that pertain to establishing a connection to the Internet.
  • Implement VPN Client solutions via the Internet to enable a secure connection between a remote location and CUNY headquarters.
  • Travel to Partner homes to troubleshoot internet connectivity with FiOS, Cable Modem, DSL and Satellite connections.
  • Managed internet accounts, site coding and configuration for software and rack-servers.
  • Managed and analyzed internet marketing campaigns (SEM & CPM).
  • Test internet connection performance and speeds.
  • Implemented Intranet/Internet searchable technical and application database for support staff and clients.
  • Selected as one of the original four Technical Trial Team members on the AGT/Edtel Internet project that later evolved into Planet.
  • Installed and maintained AV400, AV800, AV2000 and AV810 Series Bluecoat Anti-Virus Units for web based Internet filtering.
  • Implemented product temporary fixes (PTFs) using ECS line, internet download, and tape media.
  • Work with IT Telecom team to make sure Trial Site internet connectivity and communications needs are met.
  • Led initiative to provide Montefiore extended stay patients and families access to the Internet.
  • Performed all system administration for company's public Internet site, www.azblue.com.

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22. LAN

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Here's how LAN is used in Senior Support Analyst jobs:
  • Included coordinating, meeting with other business units, planning, gathering information, documenting and relaying information accurately.
  • Managed patch/upgrade development schedules and coordinated delivery plans to meet customer acceptance test and implementation requirements.
  • Developed and implemented exception reports for surveillance of high frequency trading programs and correspondent traders.
  • Provided help desk support for international dial up LAN/WAN, diverse mainframe applications, and proprietary client tools.
  • Install new store stack configuration consisting of Cisco one 2811 and two 3560 Switches for multiple VLAN environments.
  • Configured VIP's and Pools for static environment to load balancing clusters within the BIG IP 6900 Chassis.
  • Ensured first time quality patch and upgrade deliveries through development and execution of comprehensive Q/A test plans.
  • Maintained wireless network and LAN infrastructure also configure and installed various network routers and switches.
  • Designed testing plans for IT and business groups to ensure corporate and SEC compliance.
  • Conducted root cause code analysis and developed corrective action plans for off-shore development staff.
  • Facilitated daily stock loan locates and review of short sale surveillance reports.
  • Experience configuring Windows server load balancing and server farms for Terminal Server.
  • Create and execute test plans for required upgrades and system changes.
  • Worked with attorneys directly to design project plans for productions.
  • Included planning, implementing, administering, training and documenting.
  • Deliver phone support for Providers and staff at the Woodland Hills Medical Center and outlying Medical office buildings.
  • Experience: Planning and deployment of projects from company product lines: 1.
  • Level 2 support for Credant, Cylance and Dell Data Protection security software including local, server and cloud encryption.
  • Maintained the operation of handheld scanners and access points by deploying and managing Wavelink Avalanche manager server.
  • Configured Nexus 5020, 2224 and 2248 for multiple vlan environments with 20 gig uplink VPC's.

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23. User Accounts

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Here's how User Accounts is used in Senior Support Analyst jobs:
  • Modify Security Groups and Disabled user accounts.
  • Managed user accounts and network shares in an Active Directory environment, including designing new network shares based on usage requirements.
  • Manage email user accounts, create user accounts, reset passwords, and disable accounts as necessary.
  • Provided training in the client services area including access, migrations, user accounts, etc.
  • Established and maintained user accounts, profiles, file sharing, access privileges and security.
  • Managed user accounts in Active Directory, performed password resets, account troubleshooting, etc.
  • Administered Blackberry Enterprise Server to create user accounts for Blackberries and PDA equipment.
  • Managed over 50,000 Windows NT/2000/Exchange corporate user accounts, access, and security.
  • Managed user accounts in Active Directory, MS Exchange 2003 and BES.
  • Administered printer queues, servers, and user accounts utilizing BindView 5.
  • Manage user accounts, passwords, and shared folders utilizing active directory.
  • Managed Active Directory user accounts, passwords, permissions, and groups.
  • Maintain user accounts, groups and permissions in Meeting Room Manager.
  • Manage user accounts and group policies via Active Directory.
  • Create or modify user accounts in all necessary systems.
  • Locked and unlocked user accounts in Active Directory.
  • Administer Windows 2000 network user accounts.
  • Reset SAP Password, Unlock/lock SAP accounts, Create user accounts in SAP, Trouble shoot and add SAP Printers.
  • Collaborate with other internal IT groups and peer technical team Managed user accounts and group accounts in Crystal enterprise environment.

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24. OS

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average Demand
Here's how OS is used in Senior Support Analyst jobs:
  • Facilitated communications between remote distribution, application development and manufacturing sites to develop synergies across supply chain.
  • Provided demos for documentation's Product Information department.
  • Worked closely with the VP of IT Security and Compliance on multiple projects to enhance and improve company infrastructure and efficiency.
  • Supported the technological needs of Emblem Health's 5,000 employees as well as personnel at several hospitals and medical centers.
  • Communicated with cross-functional teams for status updates and to address action items on pending cases to ensure timely completion.
  • Coordinated and organized the purchase and tracking of all sales force assets ensuring minimal equipment lost and accurate records.
  • Evaluated/inspected over 55 maintenance facilities for safety violations not in compliance with NAVOSH or OHSA standards.
  • Delivered prompt and concise responses to customer reported issues across all areas of the ERP implementation.
  • Open, tracks, and closed trouble tickets; ensures problem ownership and promote end-user satisfaction.
  • Worked closely with the PeopleSoft Manager to continuously improve and maintain the PeopleSoft financial system.
  • Closed thousands of Level 2 & 3 trouble tickets in a timely and efficient manner.
  • Acted as liaison between clinical staff and IT/support staff to foster better working relationships.
  • Configure and install all OSI level 2 and 3 network switching and routing equipment.
  • Performed field repairs at assigned hospitals throughout the United States.
  • Create, configure, manage group policy across diverse domains.
  • Transitioned programs and utilities from VM/VSE to the OS/390 environment.
  • Support Windows OS systems and MS Office applications issues.
  • Provided on-site and 24/7 on-call clinical application and user support for Hermann Hospital and up to eight additional hospital facilities.
  • Image workstations using Ghost Support VP's and Directors.
  • Collaborated with Thomson Reuters teams across the globe for requirements and on-going project control involving system release, and lifecycle testing.

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25. Knowledge Base

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average Demand
Here's how Knowledge Base is used in Senior Support Analyst jobs:
  • Created Knowledge Base documentation to assist in troubleshooting complex technical requirements around company's flagship financial software products.
  • Document and publish resolution procedures using Sage proprietary knowledge base system.
  • Developed web-based support content for internal and external knowledge bases.
  • Document technical issues through incident tracking, Knowledge Base articles, and submission of software defect/enhancement requests.
  • Create / Modify knowledge base articles to keep them up to date for Tier I agents.
  • Result: Improved project planning and organization and established shared knowledge base of over 50,000 tickets.
  • Provide written instructions and knowledge base articles for Help Desk to support the trial site.
  • Created knowledge base articles of found solutions to keep the knowledge base up to date.
  • Assisted with the creation of a Knowledge Base for use in troubleshooting customer issues.
  • Contribute to the department's knowledge base through research, projects, and documentation.
  • Create and update Knowledge Base articles in KANA IQ knowledge management system utilizing HTML.
  • Created documentation for Help Desk knowledge base including Policies and Procedures manual.
  • Contribute to the existing knowledge base of IBM's travel expense software.
  • Create knowledge base articles to support Partner offices and home offices setups.
  • Documented and maintained the company's external customer knowledge base.
  • Created knowledge base, procedures and technical documents.
  • Created and updated knowledge base articles.
  • Designed the web pages and managed the company wide Customer Support Tracking System and Knowledge Base System produced by Sofront.
  • Resolved complex customer cases for customer inquiries Developed and maintain up to date knowledge base articles for known issues.
  • Provided support for 1000 users Documented problems with resolution into Knowledge Base and Work Instructions.

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2 Knowledge Base Jobs

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26. Suite

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average Demand
Here's how Suite is used in Senior Support Analyst jobs:
  • Provide 1st level daily support for all sales tools within the organization as well as MS Office Suite and Outlook.
  • Provided application support for all applications used including, Office suite, Outlook, Exchange and Various other Proprietary applications.
  • Served as backup administrator for William J Hughes Technical Center regional database for FAA's SafeBoot disk encryption suite.
  • Installed, configured and supported Environmental suite of applications (FEMS, WERCS, IH, etc.)
  • Support of MS XP/Vista environment and also MS Office 2003 and 2007 suites.
  • Configured and troubleshoot Office 2010 suite.
  • Supported and trained suite of financial and clinical applications Performed system and user acceptance testing
  • Supported various modules of Cerner Millennium Suite including PowerChart, FirstNet, PathNet, etc.
  • Conduct blowback sets and create production sets in house using IPRO Suite.
  • Designed and implemented Intel's LANdesk Management Suite and Intel's Server Manager for Fleet's Novell servers.
  • Configure and maintain Tandberg MXP 6000 codec's via the Tandberg Management Suite.

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27. Lotus Notes

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Here's how Lotus Notes is used in Senior Support Analyst jobs:
  • Provided analysis of business requirements, design consultation and implementation of Lotus Notes solutions.
  • Provided Lotus Notes/Domino technical support to customers via telephone and electronic means.
  • Record and distribute ticket issues, solutions, and work performed (USD, Lotus Notes, various databases).
  • Configure user access via MS Active Directory, Exchange, Lotus Notes, among other applications.
  • Assisted customers with migrating Lotus Notes archives/contacts to DOI's new Google Enterprise mail system.
  • Reset user passwords for accessing their Lotus Notes mail via the web.
  • Support Exchange 2003 server and Lotus Notes R6.5 user administration.
  • Trained users on accessing Lotus Notes mail via the web.
  • Assisted users with completion of Lotus Notes installation.
  • Administered Lotus Notes R5 and R7.
  • Provided end user Lotus Notes support.
  • Coordinate testing of bug fixes using Lotus Notes, Test Director, and Unix Korn shell scripts.
  • Led and organized a companywide Windows 2000/Lotus Notes rollout of 150+ computers.

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28. SLA

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Here's how SLA is used in Senior Support Analyst jobs:
  • Managed client expectations, ensuring timely resolution and business- friendly updates to meet established SLA and maintain client satisfaction.
  • Translate business and user requirements into written system specification documents.
  • Assisted management in process improvement of support SLA agreements to school districts utilizing Pearson School systems SIS applications and modules.
  • Coordinated the translation of requirements and needs into forms, code changes, data structures, approvals and tasks.
  • Read industry periodicals and inform staff of technological advances which could be of use in the legislative environment.
  • Contribute to the IAM team meeting target audit compliance, and management defined performance metrics (SLA).
  • Managed and logged client concerns in accordance with their service level agreement (SLA).
  • Worked with localization and provided compiled helps for five languages for each translated documentation source.
  • Respond to incidents opened by the Service Desk and IAM Team to Maintain SLA.
  • Supported Latin American user base by any means necessary (Google Translate).
  • Trained other team members to better manage customer expectations via SLA targets.
  • Ensured strict adherence to regulatory, compliance and legislative matters.
  • Translated technical documents into Spanish & Chinese.
  • Developed basic support role to include business analysis and technical application development Programmer on translation application.
  • Analyzed and documented existing business and clinical processes, translating them into electronically integrated workflows.
  • Achieved and maintained SLA goal of less than 10% abandon rate for calls maintaining goal of 90% customer satisfaction.
  • Provide support to deliver in-line with agreed SLAs in the follow-the-Sun mode and off-hours.
  • Enforced customer delegated support center SOPs and SLA.
  • Captured the Autosys logs and helped them to Translated Splunk Alerts into a Remedy Ticket.
  • Schedule weekly meetings & discuss updates on on-going projects Strongly observe SLA.

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29. Linux

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average Demand
Here's how Linux is used in Senior Support Analyst jobs:
  • Developed Linux on EMC training documentation.
  • Installed, configured, maintained, and supported AIX, Linux, enterprise software, and applications
  • Designed and implemented effective deployment and retirement processes for AIX and Linux systems.
  • Managed systems, that supports multiple users that are Windows & Linux based.
  • Learned to install and use Linux OS for my personal use.
  • Assisted in the installation and management of Sun and Linux servers.
  • Worked with Linux and used Oracle/SQL.
  • Mentored on Linux system administration and Siebel Setup Training on Linux systems.
  • Created the Hosting Operations environment using Linux, JBoss and MySQL.
  • Deploy, configure and maintain Solaris and Linux systems for the global investment banking division of Nomura.

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30. Problem Resolution

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low Demand
Here's how Problem Resolution is used in Senior Support Analyst jobs:
  • Collaborated with customers and VHA Customer Service on all engagement and negotiated the delivery of high-quality service for problem resolutions.
  • Documented all reported incidents and helped identify trends to assist in future problem resolution.
  • Ensured customers were satisfied with problem resolution by performing follow-up calls.
  • Provided users with helpful information of software navigation and problem resolution.
  • Updated customer and relevant internal employees on problem resolution status.
  • Exemplify proactive monitoring, management and quick problem resolution.
  • Work collaboratively with customers and/or developers throughout problem resolution.
  • Provided thorough support and problem resolution for customers.
  • Assisted end-users with problem resolution.
  • Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
  • Work with other tier II/tier III teams to perform research and assist in problem resolution activities.
  • Served as the escalation point to four Support Analysts for computer support troubleshooting and problem resolution.
  • Provided problem resolution and met the agreed upon service levels.
  • Provided client software and or hardware problem resolutions.
  • Trained new support desk analyst Audited priority 1 through priority 3 tickets for proper documentation, escalation and problem resolution.
  • Conduct hardware, software, and network troubleshooting and problem resolution within the IT systems environment.
  • Worked with all areas of IT and business onprojects and problem resolution.
  • Trained and assisted Help Desk I Associates in complex customer problem resolution.

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31. QA

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low Demand
Here's how QA is used in Senior Support Analyst jobs:
  • Created detailed test cases and worked with IT Development, IT QA and business stakeholders to identify and execute test cases.
  • Experienced in using disc media software and the file transfer systems to produce and deliver builds to the QA teams.
  • Assisted QA department in performing unit testing, integration testing, system testing, and regression testing using proprietary software.
  • Ensured security during QA process by verifying proper passwords were working and permissions assigned to users were being enforced.
  • Interacted with the development and QA staff to investigate and resolve customer issues and requests for changes to software.
  • Performed QA testing as issues were reported via Support and assisting with problem resolutions and data fixes.
  • Created ghost images with single and multiple partitions for use by development and QA testing and analysis.
  • Interfaced with Development and QA during SDLC; assisted with defect tracking and bug fix delivery.
  • Authored code to generate scripts used for automated commodity order injection for Saturday QA testing.
  • Worked with R&D developers and QA to document new or changed features.
  • Performed software quality assurance (SQA) testing for new releases of software.
  • Performed QA testing for software, patches, and new products.
  • Assisted QA and training department document new process/procedures and functions.
  • Worked closely with Support, QA, and R&D.
  • Support and QA S3 Reports.
  • Supported junior staff in resolution of client inquiries, including review of QAs submitted.
  • Programmed QA tests for mutual funds transferal testing.

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32. Support Issues

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low Demand
Here's how Support Issues is used in Senior Support Analyst jobs:
  • Identified, communicated, and transitioned critical business impact support issues to internal SAP BASIS and Application third level support teams.
  • Direct support of employees, clients and members in the USA and overseas for a wide range of support issues.
  • Composed and ran SQL Select, Update, Delete and Insert statements in troubleshooting and resolving support issues.
  • Trained junior members of IT team regarding proprietary software and troubleshooting of customer support issues.
  • Resolved escalated support issues for 4,000 users in US, Canada and Europe.
  • Handled any day-to-day customer support issues or terminal problems as they arose.
  • Worked on L2/L3 Support issues, Bug fixes and Enhancements.
  • Work on enterprise customers' support issues.
  • Handle bug reporting and support issues.
  • Resolved Level II support issues escalated from global helpdesk using Remedy ticketing system.

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33. Vmware

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low Demand
Here's how Vmware is used in Senior Support Analyst jobs:
  • Perform software installation testing including Microsoft tools in Win 7 and VMware cloud.
  • Used VMware in windows environment to run process servers and application servers.
  • Experience with both VMWare and Hyper-V. Upgraded my Microsoft Server certification to Windows Server 2000 and then Windows Server 2008.
  • Created, modified, and maintained virtual desktops, servers, and appliances in a VMWare ESXi environment.
  • Helped in reducing the costs of physical server hardware 25% by migrating to virtualization using VMWare.
  • Create virtual clones using VMware P2V and VMware vCenter Converter to diagnose applications configurations and to find root cause.
  • Used VMware vSphere Hypervisor to assist with analysis.

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34. Novell

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low Demand
Here's how Novell is used in Senior Support Analyst jobs:
  • Monitor LAN environment servers NT, NOVELL, UNIX applications.
  • Provided Novell and Windows NT/2000 administration support including server software/hardware upgrades, and user account administration.
  • Worked with server group to build and maintain Compaq NT 4.0 file servers, and assist in migration from Novell 3.x.
  • Monitored 53 servers including Windows 2000 & 2003 Server, Novell File Servers, and MS Exchange Server 5.5.
  • Reset user passwords in Novell/AD, TPX for mainframe, AS/400 and many other client applications.
  • Administered users accounts on AS400, Mainframe, Microsoft Domains/Exchange Servers, and Novell NDS Databases
  • Provide support for 700 users and four remote branches in a Novell and NT environment.
  • Support ranged from installing patches and updates on Novell Servers including network troubleshooting.
  • Monitor 30 Banyan Vines and 3 Novell LANS to ensure backup completion.
  • Administered all related Novell and Windows tree and domain operations.
  • Supported multiple PC hardware platforms and operating systems, including Novell, Microsoft Windows [ ] and various mainframe/AS400 systems.
  • Install, migrate and commission Network operating systems, Windows NT, Windows 2003 server and Novell Netware.
  • Created a deployment scheme using Novell's ZENworks to deploy applications to 1500 plus workstations.
  • Service Engineer for Sony Pictures Entertainment Novell Zenworks Upgrade.

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35. Mac

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low Demand
Here's how Mac is used in Senior Support Analyst jobs:
  • Provided Mac and Windows support for over 500 workstations, as well as training and support for users of those systems.
  • Converted Macintosh Quark and PC PageMaker publishing platforms to consistent Windows NT/QuarkXpress platform, creating a consistent environment throughout the corporation.
  • Installed BIG IP 6900 Series for front in load balancing for the Macy's dot COM production and test environments.
  • Second level support for Stop & Shop, Giant supermarkets, pharmacies, and gas stations.
  • Provide Level I and II support for both Windows and MAC OSX desktop environments.
  • Monitor the health of systems resources, and services running on various machines.
  • Service and maintained Macintosh computers install ram, and various hardware issues.
  • Supported 500 Macintosh and PC users using Microsoft Office, Microsoft Exchange/Schedule+.
  • Create custom signature and logo macros for MICR check processing.
  • Hired to provide systems support for all Macintosh computers.
  • Led technical support for three teams (22 employees) as well as supported over 2,300 users of which 450 MAC.
  • Maintained workstations running Windows (9x/NT/2000/XP) and Mac OS (9.x/X).
  • Assisted with T-Banding process, moving machines to the Bank Network from Merrill Blackberry support, troubleshooting and BES support.
  • Installed and managed Computer Associates E-Trust Antivirus 7.0 and 7.1 Platforms for all of Macy's 80,000 plus node environment.
  • Provided and documented logging of problems and solutions Created users and groups in Active Directory and added machines in domain.
  • Provided technical guidance on a variety of projects involving Unix, Macintoshes, PC's and publishing technology.
  • Supported Canon and Ricoh color copiers, printers and fax machines.
  • Configured VOICE to Shoertel phones using MAC address.
  • Build and maintain VMware machines.
  • Coordinated projects, Email Migrations, Trade Floor Moves, IMAC, software upgrades and rollouts.

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36. Tcp/Ip

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low Demand
Here's how Tcp/Ip is used in Senior Support Analyst jobs:
  • Implemented a two phased Video conferencing project using a TCP/IP based video conferencing system on both ISDN BRI and LAN.
  • Resolve networking problems in TCP/IP and IPX/SPX environments, print server and IP printing issues.
  • Mixed Token Ring and Ethernet network using TCP/IP and IPX protocols.
  • Networked all printers and setup on desktops using TCP/IP.
  • Trained and certified on HP/UX, BSD and AT&T Unix, TCP/IP, X.25 and NewBridge channel banks.
  • Installed and configured TX Series software on AIX which allowed for stable and and effective TCP/IP gateway communication for CICS transactions.
  • Network experience includes NT Servers and Novell Servers with emphasis on IPX and TCP/IP using token ring and Ethernet setups.
  • Installed Dell Optiplex systems and configure user settings, TCP/IP settings, user policies.
  • Manage network TCP/IP leases and subnetting through Lucent QIP DNS / DHCP server.

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37. Voip

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low Demand
Here's how Voip is used in Senior Support Analyst jobs:
  • Configured and supported hardware, including printers, VoIP phones, Blackberries, Dell desktops, and IBM laptops.
  • Worked with Cisco communication consultants in the management of the VOIP system supporting approximately 900 phones.
  • Assisted with the firm wide telephone migration to Cisco VoIP, with a focus on training.
  • Support and Maintain Tape Backup System Responsible for maintenance and administration of the VoIP System.
  • Assist with support of all company VOIP phones and mobile devices.
  • Managed projects such as XP migration and VoIP phone conversion etc.
  • Assisted with installation of new VoIP phone system.
  • Assisted in troubleshooting VOIP issues and resolutions.
  • Configured Cisco 4510-R, Sup7E for VoIP with 7965, 7945, and 7925 phones for a 1500+ node campus.
  • Run all the cables for the network and setting up all the VoIP phones.
  • Network integration of newly acquired company in Mexico and implementation of Avaya VoIP solution.
  • Utilized Cisco Unified Communications Manager to Configure VOIP Extensions and Voicemail.
  • Diagnose network, scurity and VOIP issues.
  • Install and configure Dell and HP workstations, Cisco VoIP equipment, Citrix remote access and Citrix servers.

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38. Troubleshot

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low Demand
Here's how Troubleshot is used in Senior Support Analyst jobs:
  • Inspected, documented, tested and troubleshot the network infrastructure and determined its suitability to support existing and future requirements.
  • Monitored and troubleshot hosting system.
  • Configured, installed, and troubleshot local hardware and manage the backup/recovery for the Deer Park Data Center.
  • Maintained, Updated, Installed, Troubleshot, Supported, and Resolved Hardware/Software/Connectivity Issues.
  • Performed on-site service calls and troubleshot Citrix environment issues.

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39. Sharepoint

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low Demand
Here's how Sharepoint is used in Senior Support Analyst jobs:
  • Document troubleshooting procedures in SharePoint.
  • Reviewed and update the procedure manuals on and publish on SharePoint as required.
  • Helped create and maintain an internal knowledge base within MS SharePoint.
  • Created various documents like Run books, Deployment Plans on SharePoint.
  • Appointed as Owner/Manager of the Unit s internal SharePoint site.
  • Manage and administrate SharePoint collections on SharePoint 2010 platform.
  • Helped configure a SharePoint site for training purposes.
  • Worked with faculty members to install SharePoint server.
  • Lead for developing and maintaining SharePoint sites.
  • Maintain SharePoint folders and documents.
  • Manage 3 SharePoint sites, 2 Dell and 1 Army.
  • Worked on several projects for critical enhancements for SCRA processing with ACLS and Sharepoint for efficiency.
  • Revised and supported team's Sharepoint page, making information search more efficient.
  • Update and maintain team site in sharepoint environment.
  • Experience in creating forms with SharePoint Nintex, a new tool acquired by Marymount University that required self-training.

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40. DNS

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low Demand
Here's how DNS is used in Senior Support Analyst jobs:
  • Assist Partners with selecting and configuring Parental Controls software and features using NetNanny, OpenDNS, Apple OS X and Windows.
  • Detected and corrected DHCP, BootP and DNS problems.
  • Administered five Windows NT servers, including PDC, DNS, WINS, File, and Print.
  • Configured the DNS alias name for BOXI server and Infoview URL.

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41. Application Support

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low Demand
Here's how Application Support is used in Senior Support Analyst jobs:
  • Selected by management to represent clinical application support at MatrixCare's HIPAA policy review meetings.
  • Provided solution-oriented application support of AMISYS Advance and PowerMHC software applications.
  • Provided application support which includes adding/removing group membership.
  • Provided client/server application support on Win98/NT/00/XP Operating Systems.
  • Interact with monitoring, security administration, network services, application support, and other groups in order to restore service.
  • Maintained user groups, accounts though Active Directory 2003, and provided application support for Windows 2000/XP and Office 97/2003.
  • Provided application support via phone and email in a lending environment of over 2500 users across 100 locations.
  • Provide application support, monitor the database, monitored the operating system, and related issues.
  • Led the application support team day-to-day operations and ensure team metrics are achieved.
  • Provide Support for any issues reported to the TEIS Application Support group.
  • Supported CPM end users for application support and reporting issues.
  • Provided Application Support on GLOBEX High Availability electronic trading systems.
  • Provide Application support for Paragon Revenue cycle application, Allscripts Patient Flow and ED, and other applications as needed.
  • Handle any Adhoc requests received through emails to the TEIS Application Support team.

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42. XML

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low Demand
Here's how XML is used in Senior Support Analyst jobs:
  • Second level support for XML based customer relations management software, real time production reporting, and web portal programs.
  • Used XSLT to transform XML data to be presented to the user on the UI.
  • Migrated all documentation from Framemaker/WebWorks to internal PI XML documentation production system.
  • Create the Artifacts and the production Appmanage XML for the PROD Deployments.
  • Convert outside vendor procedural documents to xml file format.
  • Support for Product & associated technology issues (XML, XSL:FO, Java, Javascript, and SQL).
  • Author xml source files using Arbortext and a variety of software tools.
  • front end (XML, PHP, HTML) and backend (SQL, Oracle) teams.

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43. Bloomberg

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low Demand
Here's how Bloomberg is used in Senior Support Analyst jobs:
  • Supported multiple Trading applications such as Bloomberg, Reuters, MATES (in-house) for 7,500 Smith Barney Financial Consultants world-wide.
  • Utilized Bloomberg, DTCC and MARKIT to resolve all discrepancies prior to settlement for all trades and interest shortfalls.
  • Worked closely with Bloomberg, First Call, Dow Jones, on installing and routing all data feeds.
  • Support TT as well as Market Data applications Bloomberg, Reuters Bridge, FACTSET, and others.
  • Confirmed discounted notes with external clients via phone, email and Bloomberg.
  • Project managed the implementation of an EOD auto feed from Bloomberg for pricing and volatilities.
  • Trade Desk liaison to market data vendors such as Bloomberg, Reuters, Autex, and Fidessa.

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44. Cerner

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low Demand
Here's how Cerner is used in Senior Support Analyst jobs:
  • Hired with primary responsibility for the overall support of multiple Cerner Millennium applications.
  • Supported Cerner online education system for thousands of internal and external customers.
  • Interfaced with various Cerner teams resulting in improved departmental policies.
  • Assisted in the development, implementation, and ongoing support of advanced clinical applications, in particular Cerner's SurgiNet application.
  • Provided one-on-one support for Cerner EMR as well as other physician-specific applications to over 400 physicians and approximately 1000 staff.
  • Completed the design and build of Cerner RadNet at three new ambulatory locations at Lucille Packard Children's Hospital.
  • Worked with Cerner to log, track and resolve (Service Requests) SR's with RadNet.
  • Provided third tier problem resolution support for Cerner online education system for both clients and company associates.
  • Created the documentation for new user requests for CHLA_CA, known to Cerner as RUFA requests.
  • Travel to client sites to support end users in the process of converting to Cerner systems.
  • Repaired and replaced hardware for Toshiba and Dell laptops for over 4,000 Cerner associates.
  • Enable a seamless integration and adoption of Cerner's systems within the organization.
  • Assisted our Cerner scheduling team with maintenance of the scheduling application.
  • Maintained Support Cerner New Manufactures for Surgery Department daily via Cerner Millennium.
  • Implemented complex configuration requests in accordance with Cerner configuration process.
  • Served as primary point of contact for Cerner projects, escalations, engagements, and high-severity issues.
  • Used Remedy reporting to locate and verify trends and schedule training session accordingly with Cerner Engagement Leaders.
  • Coordinate with Cerner AMS and Cerner First Response Team for immediate end user support.
  • Served as a backup in supporting Cerner Millennium Radnet.
  • Supported Cerner Millennium Remote Hosted implementation by testing Powerchart and Powerchart Office applications.

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45. SME

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low Demand
Here's how SME is used in Senior Support Analyst jobs:
  • Provided real-time tactical support and threat assessment to multiple reconnaissance platforms.
  • Provided client support analysis for Clinical Programs including Nursing Assessments, Nursing Acuity, Order Entry, Medication and Non-Medication charting.
  • Interacted with Service and Combatant Commander's staffs to provide training, conduct field research, and report assessment results.
  • Worked closely with IT Audit in obtaining quarterly security attestation assessments to protect the firm and help mitigate risk.
  • Assist with Self Assessments of MetaBank products and services for compliance with applicable laws and regulations.
  • Worked with legal teams and vendors, respectively, for early case assessment strategies and technology.
  • Have also built assessment/treatments that are used on a daily basis within the EDM module.EMPLOYMENT HISTORY CONTINUE
  • Provided subject matter expertise (SME) for TST and BDA modeling and simulation analysis.
  • Perform clinic lab site assessment; provide assistance in placement of hardware and Laboratory peripherals.
  • Performed problem solving tasks, department policy development and team peer assessments via ISO9000 audits.
  • Performed risk and assessment analysis on all corporate IT incidents and changed requests.
  • Served as the SME for a new relocated team.
  • Subject Matter Expert (SME) for file transfer requests (Connect Direct - NDM and FTP).
  • Complete periodic assessment reviews and transactional testing of Program Managers processes with federal, state, and company policies and procedures.
  • Direct support and SME for all call center operations, Added new business to accommodate 45 inbound customer service representatives.
  • Worked with GSD Application Teams and SMEs for the creation and updating of Knowledge Articles.
  • Coordinated with interfacing SMEs and executed prepared SQLs as needed.

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46. Business Requirements

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low Demand
Here's how Business Requirements is used in Senior Support Analyst jobs:
  • Assist Senior Business Analyst by performing initial analysis and identifying business requirements for report requests from senior management.
  • Aligned with business teams to understand and translate business requirements to functional requirements.
  • Document detailed business requirements and programming specifications to modify existing programs.
  • Configured any payroll business requirements.
  • Documented business requirements for operational data store (ODS), data warehouse and Business Objects enhancements and change requests.
  • Worked with clients to define and implement business requirements and possible improvements in current IT processes.
  • Collected business requirements from clients, and routed feature requests to product management.
  • Understand the customer's needs, business requirements, and priorities.
  • Managed the issues log; escalated and assigned issues related to business requirements delivery.

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47. Password Resets

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low Demand
Here's how Password Resets is used in Senior Support Analyst jobs:
  • Followed established procedures for remote user password resets and account maintenance.
  • Administered store staff Active Directory accounts (account creation, group management, password resets).
  • Performed password resets using Active Directory and Ichangepassword system.
  • Assist with password resets in DMHRSi, MHS LEARN, TOL, CCQAS and DOEHRS HC.

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48. CRM

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low Demand
Here's how CRM is used in Senior Support Analyst jobs:
  • Help the clients IT departments establish databases, both SQL and Access to deliver content to the CRM users.
  • Provided assistance and guidance to support staff with issues involving CRM, RPM, Retrieve and Emotion programs.
  • Used a highly customized version of our previous CRM, Billing and Provisioning software.
  • Completed daily/weekly reports for operation manager, CRM's and reporting team.
  • Provided first and second level support for third-party Microsoft CRM add-on products.
  • Provide second tier software support to clients of our CRM software.
  • Participated in CRM project, UAT testing and training support team.
  • Coordinated system changes with CRM, third parties and downstream systems.
  • Update client information into the Dynamic CRM application.
  • Implemented CRM, billing and provisioning platforms.
  • Document all support activities, communication, and follow-up in Parature CRM system.

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49. Console

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low Demand
Here's how Console is used in Senior Support Analyst jobs:
  • Provide technical training for Basic and Advanced Administration for Active Console2 andGateway2.
  • Bind MAC addresses to PC Host name under SCCM Management console in preparation for image deployment over Ethernet.
  • Coordinated the support and coverage of the console operators.
  • Maintain user accounts in Exchange Management Console.
  • Support OPS Consoles as requested.
  • Trained to use Tivoli Web to remotely push and remove software on a daily basis via web console.
  • Supported and Administered 6 remote offices using Active Directory and SCCM management console as well onsite support.
  • Installed and Managed the Deployment Server and Deployment Console Managed Computers and Scheduling Patch Management Updates.
  • Provide technical support for the Geneos product line, Gateway2, Active Console2 and Netprobes.

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50. POS

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low Demand
Here's how POS is used in Senior Support Analyst jobs:
  • Managed manufacturing project for hardware and software deployments, which included site-specific schedules, testing, implementation and post-production support.
  • Provided Tier 3/Technical Escalation support to customers and other service providers as part of a positive cooperative environment.
  • Participated in quarterly production release and engineering release cycles for optimal post-release stability.
  • Received positive feedback from clients regarding service provided.
  • Organized user scripts for testing purposes for enhancements, features, users, accounts and bugs within the SFDC platform.
  • Investigated and reviewed emerging technologies, and developed processes and procedures for their proposed entry into the Enterprise.
  • Work extremely well in high pressure situations without supervision while possessing high self- motivation with reliable results.
  • Perform Microsoft patch updates, network virus scans, identify and correct possible network threats and vulnerabilities.
  • Prepared daily and monthly reports on trades, trade positions, and margin calls on ADP.
  • Possess an excellent rapport with Marriott International vendors such as IBM, HP and Xerox.
  • Reconciled both cash and trade positions with clients, prime-brokers and clearing agent ADP/ BPS.
  • Created post-project Standard of Procedure to insure HIPAA compliance in the future.
  • Developed WCF services that exposed collection of endpoints for clients/app interactions.
  • Maintained composure and patience in face of difficult customer situations.
  • Possess the ability to quickly adapt to changing technical environments.
  • Assign work utilizing software created specifically for that purpose.
  • Monitored daily trades by reviewing accounts details, trading positions and margin requirements on ICI/Broadridge and ADP/ BPS.
  • Assisted with post and pre sales technical support for current and new customers.
  • Participated in the design and rollout of Microsoft Systems Management Server within Unisys for the purpose of inventory and software distribution.
  • Key Accomplishments: Collaborated with EMC for testing purposes and analyzed and deployed an OSD companywide image.

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20 Most Common Skills For A Senior Support Analyst

Technical Support

11.4%

Customer Service

9.3%

Remote Access

8.4%

Desktop

7.8%

Windows XP

6.5%

Troubleshoot

6.2%

Active Directory

6.2%

Database

5.8%

PCS

5.2%

SQL

4.6%

Setup

4.4%

Citrix

3.1%

VPN

3.1%

Unix

2.9%

Backup

2.9%

Helpdesk

2.6%

Hardware Issues

2.5%

Network Printers

2.5%

Level Support

2.2%

Software Applications

2.2%
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Typical Skill-Sets Required For A Senior Support Analyst

Rank Skill
1 Technical Support 8.3%
2 Customer Service 6.8%
3 Remote Access 6.1%
4 Desktop 5.7%
5 Windows XP 4.7%
6 Troubleshoot 4.5%
7 Active Directory 4.5%
8 Database 4.2%
9 PCS 3.8%
10 SQL 3.4%
11 Setup 3.2%
12 Citrix 2.3%
13 VPN 2.3%
14 Unix 2.1%
15 Backup 2.1%
16 Helpdesk 1.9%
17 Hardware Issues 1.8%
18 Network Printers 1.8%
19 Level Support 1.6%
20 Software Applications 1.6%
21 Internet 1.6%
22 LAN 1.4%
23 User Accounts 1.4%
24 OS 1.3%
25 Knowledge Base 1.3%
26 Suite 1.2%
27 Lotus Notes 1.2%
28 SLA 1.1%
29 Linux 1.1%
30 Problem Resolution 1.1%
31 QA 1.0%
32 Support Issues 1.0%
33 Vmware 1.0%
34 Novell 0.9%
35 Mac 0.8%
36 Tcp/Ip 0.8%
37 Voip 0.8%
38 Troubleshot 0.8%
39 Sharepoint 0.7%
40 DNS 0.7%
41 Application Support 0.6%
42 XML 0.6%
43 Bloomberg 0.6%
44 Cerner 0.6%
45 SME 0.6%
46 Business Requirements 0.6%
47 Password Resets 0.6%
48 CRM 0.6%
49 Console 0.6%
50 POS 0.6%
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27,640 Senior Support Analyst Jobs

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