Computer Analyst

• Jan 2011 - Present

Respond to telephone calls, automated requests, email, and other requests for technical support. Analyze and document computer and technical problems and render assistance via remote computer control or on call guidance. Provide training or troubleshooting via email correspondence, live chat support, or by phone. Draft and implement procedures. Write up and post outages and maintenance announcements. Supported an enterprise user base of 15,000+ users. Scripting of automated solutions for redundant tasks Processing and analyzing 2000+ emails a month Maintains an average monthly 85% First Call Resolution rate. Write and distribute macros and programs. Supported proprietary applications. Show less