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Technical support analyst lead skills for your resume and career
15 technical support analyst lead skills for your resume and career
1. PC
- Managed all PC related equipment in two bio labs that operated 24/7 and the Smithsonian Certified Spinal Museum housed on-site.
- Supported over 200 employees by providing PC migration & conversion support for the Wyndham Resorts Call Center and various corporate sites.
2. Customer Service
Customer service is the process of offering assistance to all the current and potential customers -- answering questions, fixing problems, and providing excellent service. The main goal of customer service is to build a strong relationship with the customers so that they keep coming back for more business.
- Provided daily customer service, administrative, operational and coordination support to the related department.
- Exhibit excellent customer service when interacting with customers.
3. Level Support
- Worked as a Second Level Support Team for dispatch and service setup for the company.
- Fielded and assisted 1st level and 2nd level support in troubleshooting and training when needed.
4. User Accounts
A user account is a relationship established between a user and a computer, network, or information service that includes a user name, password, and all information related to the user. A user account may or may not allow a user to connect to a network, another computer, or other shared resources.
- Performed support duties using Active Directory on a Server 2003 Environment to delete/create user accounts and mailboxes.
- Created, modified and disabled user accounts for multiple applications and environments.
5. Remote Desktop
- Support onsite technicians through SSH and remote desktop connections for troubleshooting issues with new media installations.
- Experienced with remote desktop Citrix Systems Experienced with Remedy Ticketing system.
6. Troubleshoot
Troubleshooting is the process of analyzing and fixing any kind of problem in a system or a machine. Troubleshooting is the detailed yet quick search in the system for the main source of an issue and solving it.
- Analyzed, troubleshoot, and repair computer systems, hardware and peripherals including tablets, printers, postage machines and phones.
- Led a team of four Technicians for deploy/support troubleshoot all Printers problems and coordinated the installations and repairs with vendors.
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- Work with remote sites to introduce and transition their tier 2 support needs to the Dexter/Ann Arbor desktop support team.
- Work with Desktop Support technicians to coach them through or assist with resolving more complicated incident/request tickets.
8. Database
A database is a collection of data and information which makes it easy to view, access, and manage. Databases save a lot of time and can store huge amounts of data. Databases make sorting data easier and stores it in certain fields which narrows the searching criteria. A database usually contains tables, graphs, and columns to display data.
- Reviewed, corrected and maintained departmental documentation to be published in Knowledge database.
- Developed Packing, Procurement & Shipping Database network applications.
9. Technical Training
Technical Training refers to the act of teaching individuals the technical skills needed for various positions. This training may be on a form of software (though this doesn't include any coding technology), how to repair a piece of machinery, or how to operate a piece of machinery.
- Provided technical training for partners and senior management staff on new software and hardware in a classroom setting.
- Provided technical training to clients and peers because of technical expertise and training abilities.
10. VPN
A Virtual Private Network, VPN encrypts a device's internet access, activity, and identity through a secure server, making data theft and third-party traceability more difficult, and increasing the privacy and security of public and private networks, the internet, and Wi-Fi hotspots. The VPN is designed to protect one's system and network from being compromised.
- Configured home offices with a wireless and cat5 network to tunnel (VPN) in to the Compaq Domain.
- Resolved issues concerning network security, RAS, VPN, network connectivity, printing capabilities.
11. Windows Server
- Tested hardware, bios firmware, Windows Server and Windows OS for Product Engineers.
- Limited exposure to System Administration tasks for UNIX and Windows Servers.
12. Connectivity Issues
- Interact with software, hardware, middleware, and vendors as needed to ensure prompt resolution of connectivity issues.
13. SQL
- Investigated alerts created by IDS/IPS including malicious file uploads, compromised servers, SQL injections, and port scanning.
- Installed, updated, configured, and supported MS SQL Server 2000 and 2005.
14. Customer Support
- Served as liaison between Level 1/2 customer support and software engineering / software quality assurance departments.
- Managed and Supported 12-person customer support staff.
15. Provisioning
- Performed system security provisioning and administration functions.
- Served as point of escalation for representatives with complex billing and provisioning issues.
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What skills help Technical Support Analyst Leads find jobs?
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What technical support analyst lead skills would you recommend for someone trying to advance their career?
Kate Marek Ph.D.
Director and Professor, Dominican University
What type of skills will young technical support analyst leads need?
Peter Dordal Ph.D.
Director for Information Technology, Loyola University Chicago
IT students entering the business world will need to know how to get the maximum leverage out of business systems. In many cases, this will mean writing their own specialized queries to extract the precise business intelligence needed; general-purpose "canned" queries just won't cut it. They will need a broad understanding of what software can accomplish for the enterprise and how to deploy new software effectively; this applies to software used in the office as well as to software used in manufacturing and shipping. And they will need to understand how to lease storage and computing resources from the cloud to meet not only predictable, long-term demands but also sudden short-term business projects.
Students working in database administration and management will need to be able to manage much larger volumes of data than a few years ago. They will need to be familiar with the great variety of new databases in order to pick the best tool for the job.
Students working in network management will need to be able to ensure that everyone has the bandwidth and server access they need, as those demands expand to include extensive video, low-latency real-time connectivity, and the regular transfer of huge amounts of data.
Students in cybersecurity will need to be fully acquainted with all the recommended best practices. However, they will also have to be able to anticipate and guard against potential new vulnerabilities. "By the book" protection is no longer sufficient.
List of technical support analyst lead skills to add to your resume
The most important skills for a technical support analyst lead resume and required skills for a technical support analyst lead to have include:
- PC
- Customer Service
- Level Support
- User Accounts
- Remote Desktop
- Troubleshoot
- Desktop Support
- Database
- Technical Training
- VPN
- Windows Server
- Connectivity Issues
- SQL
- Customer Support
- Provisioning
- Lan
- Linux
- OS
- Unix
- Workstations
- VoIP
- SharePoint
- Software Issues
- Citrix
- POS
- Windows XP
- SCCM
- Client Issues
- SLA
- Software Support
- Mac
- Level Agreements
- TCP/IP
- VMware
- Technical Issues
- Lotus Notes
- QA
- Windows NT
- Customer Issues
- Network Support
- SAN
- Network Connectivity
- Remote Support
- Management System
- Software Upgrades
- Problem Resolution
- Network Printers
- Technical Assistance
- Novell
Updated January 8, 2025
