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Support Analyst - resume example

Not sure what to put on your resume for the Support Analyst role? We've analyzed the common theme among resumes for this specific position, alongside researching what employers typically expect from those applying.
Illustration: TaskTeller

John Doe | Support Analyst

(123) 456-7890 | ️ john.doe@email.com | linkedin.com/in/johndoe

Professional Summary

Detail-oriented and customer-focused IT professional with over 5 years of experience in providing comprehensive technical support. Adept at diagnosing and resolving complex issues, improving system functionality, and enhancing user satisfaction. Proven track record in managing a high volume of support tickets and maintaining clear communication with both technical and non-technical users.

Technical Skills

  • Troubleshooting & Diagnostics
  • Help Desk Support
  • Ticketing Systems (JIRA, Zendesk)
  • Knowledge of Operating Systems (Windows, macOS, Linux)
  • Networking Fundamentals
  • Database Management (SQL)
  • Remote Desktop Support
  • ITIL Framework

Professional Experience

Senior Technical Support Specialist
XYZ Tech Solutions, New York, NY | June 2019 – Present

  • Lead a team of 8 support specialists to efficiently resolve an average of 300+ tickets per week.
  • Implemented a new knowledge base, reducing ticket volume by 20% due to improved self-service options.
  • Conducted regular training sessions for new hires, focusing on troubleshooting techniques and customer service excellence.

Technical Support Representative
TechGenius Corp, New York, NY | May 2016 – May 2019

  • Managed and resolved over 150 weekly support inquiries via phone, email, and live chat, achieving a 98% customer satisfaction rate.
  • Collaborated with the development team to communicate user feedback and contribute to the improvement of products and services.
  • Streamlined the process of issue escalation, cutting down resolution time by 25%.

Education

Bachelor of Science in Information Technology
University of New York, New York, NY | Graduated May 2016

Certifications

  • CompTIA A+ Certified
  • Microsoft Certified: Azure Fundamentals
  • ITIL Foundation Certified

Professional Development

  • Attended the annual TechSupportCon Conference (2018, 2019, 2021)
  • Completed ‘Advanced Customer Support Strategies’ course, SkillUp Online, 2020

Professional Affiliations

  • Member, Association of Support Professionals (ASP)
  • Member, Help Desk Institute (HDI)

Languages

  • English (Native)
  • Spanish (Conversational)

Remember, the key to a successful resume is to personalize it to your own experiences and strengths, ensuring that every word on the page helps to present you as the ideal candidate for the role. Use this example as a foundation to build upon, and don’t forget to keep it concise, relevant, and engaging.

How to Make Your Resume ATS-Friendly

ATS (Applicant Tracking System) is a software application that automates the recruitment process for employers. It streamlines sorting, scanning, and ranking job applications by filtering resumes based on predefined keywords, skills, job titles, and other criteria. This assists recruiters in efficiently identifying qualified candidates for open positions.

  • Use simple formatting: ATS systems best read resumes with clear and straightforward formatting. Avoid using headers or footers, tables, images, or graphics, as these can confuse the ATS.
  • Include relevant keywords: Tailor your resume with keywords from the job description. ATS systems scan for these keywords to determine if your skills and experiences match the job requirements.
  • Stick to standard headings: Use common heading titles like “Work Experience,” “Education,” and “Skills” to ensure the ATS can easily find and categorize your information.
  • Choose the correct file type: Submit your resume as a Word document (.doc or .docx) or a plain text file (.txt) for maximum compatibility. Avoid PDFs unless specified.
  • Keep consistent job titles: If your previous job titles are not industry-standard, consider altering them slightly (without misrepresenting your role) to match more familiar titles.
  • Avoid fancy fonts or creative layouts: Stick to traditional fonts like Arial, Calibri, or Times New Roman. Creative designs and fonts might look appealing but can be problematic for ATS parsing.
  • Use full forms and acronyms: If you include technical terms or certifications, use their spelled-out form and acronyms to ensure the ATS recognizes them.
  • Be precise with dates: Format dates clearly and consistently, ideally in a ‘Month YYYY’ format.
  • Proofread for spelling and grammar: Errors can confuse the ATS. Proofread your resume or use a tool to check for accuracy.
  • Test your resume: Before submitting, test it through an ATS resume checker to see how it reads your information.

By following these guidelines, your resume will be better equipped to pass through ATS filters, increasing your chances of landing an interview.

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