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Andrew Clark Resume

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17 views2 pages

Andrew Clark Resume

Uploaded by

awais070490
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PDF, TXT or read online on Scribd
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ANDREW CLARK

IT Support Analyst
[email protected]  New York, NY AC

SUMMARY STRENGTHS
Dedicated IT Support Analyst with 5+ years of experience providing
technical support for desktop, network, cloud, and software issues.  Problem Solving

Skilled in troubleshooting, problem-solving, and providing excellent Analyzed and resolved 100+ technical
customer service. Excels in ensuring operational continuity and providing issues weekly, resulting in a 30% decrease
seamless onboarding experiences for new hires. in employee downtime.

 Communication
EXPERIENCE Effectively communicated complex
technical solutions to non-technical
IT Support Analyst employees resulting in a 95% satisfaction
rate.
ABC Inc.
Present Remote
Provided technical support to employees on internal desktop, network,  Teamwork
cloud, and software issues. Ensured operational continuity and provided Collaborated with cross-functional teams
seamless onboarding experiences for new hires. to implement a new software system,
• Managed and resolved 200+ support tickets per month, resulting in a resulting in a 20% increase in operational
98% satisfaction rate from employees. efficiency.
• Implemented new onboarding process resulting in a 30% decrease in
onboarding time for new hires.
• Collaborated with cross-functional teams to identify and resolve
infrastructure issues, resulting in a 20% reduction in system downtime.
SKILLS
Windows and Mac OS troubleshooting
Technical Support Engineer
XYZ Corp. Active Directory and Exchange
Date period San Francisco, CA Management
Provided technical support to customers on hardware and software
issues. Escalated complex issues to the engineering team. Cloud platform management (AWS,
• Resolved 150+ support tickets per month, resulting in a 95% Azure, GCP)
satisfaction rate from customers.
• Collaborated with engineering team to identify and resolve product
Network and firewall configuration
defects, resulting in a 25% reduction in defect rate.
• Developed and delivered training materials to improve the technical
skills of the support team. IT Service Management (ITSM)

Help Desk Technician


123 Corp. ACHIEVEMENTS
Date period Chicago, IL
Provided technical support to employees on desktop, network, and  Automation Project
software issues. Maintained inventory of IT assets. Created a script that automated the
• Resolved 100+ support tickets per month, resulting in a 90% installation of software on new laptops,
satisfaction rate from employees. reducing setup time by 50%.
• Managed inventory of IT assets, resulting in a 15% reduction in lost or
misplaced equipment.
• Developed and maintained knowledge base articles to improve k Disaster Recovery Plan
efficiency and consistency in resolving support tickets. Designed and implemented a disaster
recovery plan, ensuring minimal downtime
during an unexpected outage.

EDUCATION
Bachelor of Science in Information Technology AWARDS
University of Illinois
Date period Urbana-Champaign, IL u IT Support Analyst of the Year
Awarded for consistently providing
exceptional technical support to
employees and going above and beyond
in resolving complex issues.
LANGUAGES
English Spanish
Native Advanced

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