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Douglas Graham
Technical Services Analyst
Summary
Technical Services Analyst with 5+ years of experience in providing comprehensive technical support, managing projects, and ensuring high availability of critical systems. Proven expertise in troubleshooting network issues, database management, cloud computing, and ITIL service management. Strong analytical and problem-solving skills, with a track record of resolving complex technical issues and proactively preventing major outages. Seeking a challenging role where I can leverage my skills to contribute to the success of an organization.
Education
Computer Science
April 2018
Skills
- Network Troubleshooting
- Database Management
- Cloud Computing
- ServiceNow Administration
- ITIL Service Management
- Problem Resolution
Work Experience
Technical Services Analyst
- Developed training documentation and conducted workshops to enhance user proficiency in deploying and maintaining technical solutions.
- Collaborated with vendors to evaluate and integrate new technologies, ensuring compatibility with existing infrastructure.
- Managed technical projects, including planning, budgeting, and resource allocation, successfully delivering projects within scope and on time.
- Utilized knowledge of networking, operating systems, and cloud computing to provide comprehensive technical support.
Technical Services Analyst
- Developed and implemented automated testing frameworks to ensure high availability of critical systems, resulting in a 25% reduction in downtime incidents.
- Collaborated with crossfunctional teams to design and deploy infrastructure solutions that met complex technical requirements, leading to a 15% improvement in application performance.
- Analyzed system logs and performance metrics to identify and resolve performance bottlenecks, proactively preventing major outages.
- Provided technical support to endusers, resolving complex technical issues and providing guidance on troubleshooting.
Accomplishments
- Developed and implemented a new ticketing system that streamlined the support process, reducing ticket resolution time by 30%.
- Collaborated with engineering team to identify and fix a critical software defect, preventing major system downtime.
- Managed a team of 10 technical support analysts, providing guidance, training, and support.
- Implemented a new knowledge management system, making technical documentation easily accessible to support analysts.
- Developed and delivered technical training programs for both internal and external stakeholders.
Awards
- ITSA Technical Services Excellence Award for outstanding contributions to the team, resulting in a 25% increase in customer satisfaction scores.
- Recognized as Troubleshooting Expert by ITSA for resolving 95% of critical technical issues within 4 hours.
- Awarded Technical Services Analyst of the Quarter three consecutive times for exceptional performance.
- Received a Customer Service Excellence Award for consistently exceeding customer expectations.
Certificates
- AWS Certified Solutions Architect – Associate
- Microsoft Azure Azure Solutions Architect Expert
- Google Cloud Certified Professional Cloud Architect
- ITIL Foundation Certification
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Essential Experience Highlights for a Strong Technical Services Analyst Resume
- Developed and implemented automated testing frameworks to ensure high availability of critical systems, resulting in a 25% reduction in downtime incidents.
- Collaborated with cross-functional teams to design and deploy infrastructure solutions that met complex technical requirements, leading to a 15% improvement in application performance.
- Analyzed system logs and performance metrics to identify and resolve performance bottlenecks, proactively preventing major outages.
- Provided technical support to end-users, resolving complex technical issues and providing guidance on troubleshooting.
- Developed training documentation and conducted workshops to enhance user proficiency in deploying and maintaining technical solutions.
- Collaborated with vendors to evaluate and integrate new technologies, ensuring compatibility with existing infrastructure.
- Managed technical projects, including planning, budgeting, and resource allocation, successfully delivering projects within scope and on time.
Frequently Asked Questions (FAQ’s) For Technical Services Analyst
What is the role of a Technical Services Analyst?
A Technical Services Analyst is responsible for providing technical support to users, troubleshooting problems, and maintaining computer systems. They may also be involved in planning and implementing new technologies.
What are the qualifications for a Technical Services Analyst?
A Technical Services Analyst typically needs a bachelor’s degree in computer science or a related field. They should also have experience in troubleshooting computer problems and a strong understanding of computer hardware and software.
What are the skills required for a Technical Services Analyst?
Technical Services Analysts need to have excellent communication and problem-solving skills. They should also be able to work independently and as part of a team.
What is the career outlook for a Technical Services Analyst?
The career outlook for Technical Services Analysts is expected to be good over the next few years. As businesses become increasingly reliant on technology, the demand for skilled technical support professionals will continue to grow.
What are the salary expectations for a Technical Services Analyst?
The salary for a Technical Services Analyst can vary depending on their experience and location. However, the average salary for a Technical Services Analyst in the United States is around $60,000 per year.
What are the benefits of working as a Technical Services Analyst?
Working as a Technical Services Analyst can offer a number of benefits, including a competitive salary, job security, and opportunities for career advancement.