Ana Rover
Woodbridge,VA
Summary
Experienced Senior Technical Support Analyst with a strong background in troubleshooting and issue resolution. Expertise in identifying technical problems and implementing effective solutions. Capable of conveying complex concepts to non-technical audiences, driving productivity and enhancing company reputation through proactive and customer-focused strategies.
Overview
1
1
Language
11
11
years of post-secondary education
38
38
years of professional experience
Work History
Senior Technical Support Analyst
US Department of Transportation
Washington, DC
04.1987 - 09.2025
- Resolved DOT user incidents through help desk ticketing and remote support tools.
- Diagnosed software, and network issues across the agency using the Audit Management System.
- Escalated complex technical problems to infrastructure and application support teams.
- Documented troubleshooting steps in knowledge base and service management records.
- Monitored incident queues and prioritized requests by service level and mission needs.
- Tested applications before deployment to ensure compatibility with existing systems.
- Coordinated with federal IT teams to maintain secure and reliable user support.
- Developed and maintained customer relationships through effective communication and problem solving skills.
- Developed and implemented strategies to improve customer service performance.
- Performed root cause analysis on IT incidents to identify solutions.
- Ensured compliance with industry standards and best practices related to data security.
- Collaborated with other departments within the organization to resolve customer inquiries efficiently.
- Administered user access rights by verifying permissions and ensuring compliance with organizational policies. in accordance with organizational requirements.
- Collected, analyzed and reported on data for use in operational planning.
- Served as adjunctive faculty for audit management system classes.
Education
Bachelor of Science - Criminal Justice
George Mason University
Fairfax, VA 08.1993 - 05.2004
Skills
- Help desk operations
- Remote support
- Incident management
- Network troubleshooting
- Service desk operations
- System testing
- User support
- Problem solving
- Analytical thinking
- Effective communication
- Customer relationship management
- Teamwork and collaboration
- Professionalism
- User engagement
Languages
Spanish
Native/ Bilingual
Timeline
Bachelor of Science - Criminal Justice
George Mason University
08.1993 - 05.2004
Senior Technical Support Analyst
US Department of Transportation
04.1987 - 09.2025