Analyst, Application Support Resume Samples

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G Gerlach

Garnet

Gerlach

915 Bernadette Island

San Francisco

+1 (555) 104 0337

915 Bernadette Island

San Francisco

Phone

p +1 (555) 104 0337

Experience Experience

Boston, MA

Analyst, Application Support

Boston, MA

Cruickshank Inc

Boston, MA

Analyst, Application Support

Capture and communicate metrics for services and work to provide a picture of compliance with SLA/total work effort
Provide secondary support for other engineering applications and servers, e.g. High Performance Computing environment and related applications
Work with experts in the resolution teams to provide detailed root cause analysis and identify common areas of weaknesses
Provide day-to-day application support to business users on global business applications used within the product development organization
Manage client and resolution teams ensuring quality and accuracy of details provided with incidents
General administration and upkeep of the Windchill system including performance tuning
Promote new service offerings such as training, a self-service knowledgebase, and SME networks

San Francisco, CA

IT Analyst, Application Support

San Francisco, CA

Hills, McKenzie and Langworth

San Francisco, CA

IT Analyst, Application Support

Troubleshoot functional and performance issues, and document root cause and remediation steps
Monitor the status of scheduled jobs
Design and write scripts to automate repetitive functions
Report environmental statistics and application behavioural trends and provide feedback to the application development team
Respond to customer requests (e.g. data changes, data import / export, access requests)
Perform configuration changes in production
Responsible for performing and coordinating application deployments into the various test environments

present

Dallas, TX

Business Analyst Application Support

Dallas, TX

Murray and Sons

present

Dallas, TX

Business Analyst Application Support

present

Provide leadership and assistance to departmental staff
Create systems models, specifications, diagrams, and charts to provide direction to system programmers
Perform cost-benefit and return on investment analyses for proposed systems to aid management in making implementation decisions
Interact with department and Company Team Members, management, and contractors professionally and positively
Follow health and safety standards and strive for constant improvement to avoid health and injury hazards
Identify and establish scope and parameters of hotel systems analysis in order to define outcome criteria and measure-taking actions
Create system design proposals

Education Education

Bachelor’s Degree in Computer Science

University of Illinois at Chicago

Bachelor’s Degree in Computer Science

Skills Skills

Possesses strong organizational skills
Excellent understanding of the organization’s goals and objective
Strong customer service orientation
Ability to effectively prioritize and execute tasks while under pressure
Excellent analytical and creative problem solving skills
Strong verbal, written, and interpersonal communication skills
Candidates should have 2+ years’ experience in System or Business administration or support of Windchill PDMLink
Thrives in a fast-paced environment
5+ years’ experience in general IT environment within a corporate setting
2+ years’ experience with IBM iSeries/AS400, SQL Server, and .NET Technology

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15 Analyst, Application Support resume templates

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Application Management L Support Analyst Resume Examples & Samples

This is an onsite client-facing role requiring work to be performed in Nashville, TN
Communicate effectively with Client Production Service Managers on Operational issues at stream level
Act as 1st Escalation point for operational issue at the Stream Level
Deliver application support within set targets or Service Level Agreements
Prioritize, plan and manage the tasks of a team in a technical support environment
Own SLA/ KPI compliance, Critical Incident management, Problem management, and Knowledge management for the stream
Ensure Shift handover to next team
Own new application on-boarding/ Decommissioning and Support Transformation
Contribute to business continuity strategies and disaster recovery exercises

IT Analyst, Application Support Resume Examples & Samples

Troubleshoot functional and performance issues, and document root cause and remediation steps
Monitor the status of scheduled jobs
Report environmental statistics and application behavioural trends and provide feedback to the application development team
Respond to customer requests (e.g. data changes, data import / export, access requests)
Diagnose and fix production issues. Engage other teams to resolve issues when needed
Responsible for performing and coordinating application deployments into the various test environments
Maintain technical and business documentation (e.g. training, troubleshooting, deployment procedures)
3+ years of experience as a Support Analyst
Experience supporting large scale JEE and Database applications
Experience supporting applications developed with DB2/Oracle, Websphere Application Server/Weblogic, Cognos/Tomcat, Apache Web Servers
Knowledge of MS Office Suite
Excellent analytical skills required to troubleshoot and diagnose issues
Ability to multi-task and work under pressure
Self motivated and ability to take initiative
Knowledge of Capital Markets and Risk Management is an asset
Understanding of active directory (AD Groups), network shares, FTP processes
Understanding of business processes/logic
Tableau is an asset

IT Analyst / Application Support Resume Examples & Samples

Overall accountability for the delivery of the System Requirements Specification (SRS) & System Design Specification (SDS)
Assist Project Managers by providing effort estimates for new projects and initiatives
Ensure that the detailed technical design is fully understood and the development initiatives are in line with the intended design and standards
Comply with the system development life cycle (SDLC), project management methodology (PMLC), business technology architecture, and risk and production capacity - including development of project documentation of system requirements, estimates of scope and cost, etc
Conduct code reviews when required to ensure quality, standards compliance, reusability and ease of maintenance
Fully understand the capabilities and limitations of the technical environments that come with any packaged software used by the project
Ensure adherence to all quality management plans and standards by participating in quality management reviews, Operational Readiness Reviews, and supporting gating and review sign-offs for solution design
Communicate project status and provide timely escalation of issues to ensure project objectives are met
Review, and integrate all application requirements, including functional, security, integration, performance, quality, and operations requirements
Identify and address application and data issues and cross-capability and cross-release issues that affect application integrity
Provide technical support for escalated incidents/outages to ensure that they are resolved efficiently with minimal impact to stakeholders
Work with the Technology Project Manager, Technology Business Analysts, and other team members to define metrics and performance goals for the application
Support Knowledge Management processes for LOB / portfolio and ensure knowledge is codified, monitored, tracked and managed
Coordinate / facilitate training and communication of key knowledge assets with all required SMEs Support obtaining stakeholder buy-in for application and technical designs
Establish effective relationships across multiple business and technology program and project managers partners

Senior Analyst, Application Support Murex Resume Examples & Samples

Utilise your strong knowledge of FX cash, FX & Commodity Options, OTCs & interest rate derivatives
Provide business and technical support to design/testing of MUREX
Contribute to technical design and specification for the MUREX application portfolio to ensure consistency with overall architecture and development methodologies
Support project goals by providing expertise and technical assurance for key system components to support costing efforts to ensure the integrity of design
Investigate designated aspects of complex non-routine issues and propose technical or functional solutions
Ensure system solutions meet business needs and deliveries are met within SLAs and agreed costs

Technical Support Analyst Application Performance Management Resume Examples & Samples

Initially working closely with the internal SMEs to build a new platform and migrate established business monitoring to the new platform. As part of this implementation, the APM platform will be set up for Mobile access and integrated with a central Manager of Managers for a single view of metrics and alerts
The new platform integration will include working closely with business application owners to design their monitoring strategy using the APM and other monitoring solutions in the business
Once in production, working closely with technology stakeholders and provide Day to Day support across the new platform and existing monitoring and event management platforms
Coordinate enhancements and system changes into the production environment
Liaise with the other relevant IT teams and vendors as required for all related issues pertaining to the service
Be proactive and Implement automation of current manual tasks and checks
Managing production incidents from inception to resolution
Provide technical support to operations and project teams across multiple regions
Ongoing upgrade and maintenance of associated platform software and hardware
Review and approve infrastructure and application change requests
Participate in a rotating 24x7 roster
Review and improve procedures and documentation to increase the maturity of the operations model
Self-motivated with experience working in a remote location
3+ years of experience providing advanced technical support for distributed enterprise software products
Out of the box, unorthodox thinking, self starter and independent, but always willing to communicate and share ideas
Strong Unix background
Good knowledge of java/java development and json scripting
Good knowledge of Application servers like Websphere, Weblogic, Tomcat, JBoss and Jetty
Strong knowledge of JDBC and familiarity with a RDBMS server (at least one of Oracle, DB2, MS SQL, MySQL, Percona, PostgreSQL)
Experience establishing monitoring using an Application Performance Manager (APM) product (AppDynamics, Dynotrace, New Relic)
Excellent stakeholder engagement and communication skills
ITIL Foundation Certified and experience in service operation models
Experience in customer-facing technology roles
Excellent communication skills – written and verbal
Excellent business problem solving skills

Analyst, Application Support Resume Examples & Samples

Post-secondary degree in a related field or equivalent experience
2+ years of customer service experience in an IT support role
3+ years of experience providing application support, preferably ecommerce/web services
Proven experience providing technical support while working with third party service providers
Possess the ability to troubleshoot and resolve application data/ data flow related issues
High-level technical knowledge of web services, system integrations, clients servers, intranet, and networking
Works independently, displays initiative; thorough, detail-oriented and highly organized
Strong service attitude; builds lasting customer relationships, strives for efficiency and effectiveness
ITIL Foundation certification an asset
Excellent verbal and written communication and strong interpersonal skills
Excellent analytical skills and managing multiple tasks simultaneously
Can articulate and apply knowledge to solve complex problems or explain complex issues. Is able to create and apply new strategies to support problem solving and solution building
Oracle ATG, Endeca, DOO/GOP, CSC, Fusion, RightNow
Moneris payment processing, Threatmetrixs Fraud
Adobe DAM, Scene7
Biztalk, Island Pacific, Data Warehouse Systems
Must be available to be on-call 24-7 for managing major incidents to resolution

Analyst, IM Support Application Lead Resume Examples & Samples

ITIL Certification a plus but not required
Be able to interpret and meet Service Level Agreements (SLA) for
Incident response and resolution
Service and Access Requests
Monitor platform operations and metrics (24x365) using various methods
Platform checkout
Early morning checkout and email summarization to ensure that all components of the platform are operational
Continuous daily monitoring of portals, environments, services, performance, etc
Nagios toolset
Working with Nagios team to set / review metrics
Interpreting Nagios alerts and responding accordingly
Continuously maintain platform documentation for documentation
KEDB (Known Error Database)
Run Books
Communicate outage notifications, issues, progress, status, etc. to management, platform teams and VCP representatives
Review and provide feedback for design and test case materials for approval
Manage platform outages (planned and unplanned)
Tracking all outages and issuing all related communications
For unplanned outages, developing root cause analysis
Provide collaterals for outage review meetings
Provide input to platform improvement activities, such as
Develop tools necessary to reduce NVA activities
Improve platform uptime
Reduce incident resolution time
Provide input to Management Reporting, such as
Generate slide deck for monthly operations review
Generate and analyze incidents for patterns and anticipate unplanned outages

Analyst, Application Support Resume Examples & Samples

Provide daily production support and help resolve any application problems in a prompt and efficient manner. Provide clear and detailed solutions to user, documenting issues and resolutions through a ticketing system
Work closely with end-users to troubleshoot, reproduce and resolve reported issues. Evaluate and isolate unresolved problems. Escalate as needed internally or to software vendors. Identify trends and perform root cause analysis
Assist in daily, monthly and quarterly operations of applications and interfaces including but not limited to the ERP, WMS, reporting and scheduling systems. Rely on instructions and pre-established guidelines to perform the functions of the job
Provide on-call and off hours support as required to keep critical applications and systems operational
Perform basic system administration tasks including setup of user profiles and security access. Maintain policies and procedures to ensure the security and integrity of business applications
Plan and coordinate the installation and testing of database and application patches with the business and IT staff. Take part in the rollout of new applications, upgrades and enhancements
Represent the brand and utilize the PUMA 4Keys (Fair, Honest, Positive, Creative) in all decisions, actions, processes and practices
Bachelor’s degree in Computer Science, Business or equivalent work experience is required
1-3 years of Application Support experience
Must possess strong troubleshooting and analysis skills with the ability to communicate to both technical and non-technical personnel
Experience using SQL for querying and Project Management is a plus
Ability to be flexible and adaptable in a changing environment and able to learn new applications, concepts and skills quickly
Must be self-organized and be able to work independently with a high level of accuracy and strong attention to detail
Knowledge of commonly used concepts, practices and procedures within retail and wholesale industries is a plus

Senior Application\os Support Analyst Resume Examples & Samples

Support Coverage - The Core Banking Team provides the first level of support for Branches, Back-office Processing Centers, Contact Centers, Credit Units and Business Support Centers across International regions
Customer Service - The International Global Service Center (IGSC) prides itself on delivering timely, accurate, practical solutions and workarounds to users across International. Will be required to strictly observe the IGSC Customer Service Policy guidelines to maintain the high service standards of the Department. Also required to be available on the telephony system at the start of each shift and maintain a high availability ratio each day
Incident Management - Required to monitor escalation queues in the ticketing system in order to ensure that incidents are acknowledged, analyzed, resolved and/or escalated within the established Service Level Agreement (SLA) timelines. Should have an astute ability to evaluate the priority of an incident, escalating immediately P0s and P1s immediately to the Manager. Will be assigned an ample portfolio of applications for which you are required to garner sufficient knowledge to become a Subject Matter Expert at an accelerated learning pace
Strategic Thinking and Multi-Tasking - Performs multiple tasks, delivering seamless results within tight deadlines. Identify gaps in processes and develop innovative strategies to build the capacity of the team to more efficiently and effectively deliver exemplary service to our users
Continuous Learning & Development - Expected to seek avenues to broaden your knowledge of the Bank's growing suite of product and service offerings across International. Methodically document processes related to your portfolio and conduct periodic training and / or information sessions for both internal and external audiences
Systems Management & Security - Provides assistance to the International Branches and SSCs in the preparation and maintenance of strategic and viable contingency and disaster backup-recovery systems to ensure that they are active and capable of implementing at a moment’s notice, in the event of a disaster/disruption/failure. Ensures awareness of and adherence to the Bank's security requirements as detailed in the Security Awareness Program. Ensures that all policies and regulations are strictly adhered to and deviations immediately escalated to the Manager for corrective measures to be implemented. Responsible for rendering assistance in identifying and mitigating against system vulnerabilities across the Bank's network, providing feasible solutions to remediate where possible. Performs daily sanity checks on systems and applications, meticulously documenting results and escalating inconsistencies, degrades and / or outages
Must have 2 to 3 years of hands-on technical working experience in providing mission critical application support
Must have the ability to quickly learn PC Hardware/Software systems across the International region and their database management to provide effective support to all units
Hands-on technical working experience in various operating systems, including, but not limited to Windows 7, Windows Server 2003 and 2008 is an asset
Ability to work autonomously, effectively managing tasks / incidents in a fast-paced environment. Effective organizational skills, achieving objectives within tight deadlines and with limited resources
Ability to coordinate and manage Major Incident (MI) bridge calls and construct Incident Reports for MI recoveries and Debriefs
Excellent interpersonal skills with the ability to contribute and add value within a team environment
Ability to communicate clearly and accurately to multiple reporting layers across the Bank

Lead Analyst It-smart Meter Application Support Resume Examples & Samples

Participates in the design, specification, implementation, and maintenance and production support of Integrations
Design and develop core services and components with expertise in service oriented architecture
Participates in design reviews and technical briefings
Analyzes, reviews, and alters integrations to increase operating efficiency or adapt to new requirements
Writes documentation to describe integration development, logic, coding, and corrections
Supports existing integrations to cover incident management, problem management, and release management
Ensure the necessary platform technical documentation is maintained in an appropriate manner
4 years with Java/TIBCO developing solutions using TIBCO BW and TIBCO EMS
Good experience in two or more programming languages (Java, C# and Visual basic)
Good experience in SQL query and relational databases
Experience with Web Services frameworks
Working knowledge in Unix and Windows Operating Systems
Excellent communications skills (written and verbal)
Ability to learn new technologies and programming languages
Self-motivated and goal oriented individual
Strong team player and ability to work independently
Strong work knowledge of SDLC and Project Life Cycle principles
Good documentation skills required
Oracle fusion middleware and application technologies
Experience in Unix shell scripting
Experience with application servers(Tomcat/Weblogic)
Knowledge of business practices and processes in the Utilities Industry
Working knowledge of Visual Studio and modern code repository products

Lead Analyst It-smart Meter Application Support Resume Examples & Samples

Perform, manage and appropriately document work activities related to operational support of Smart Meters (AMI) applications
Lead IT activities to manage relationship with outsourced services
Plan and prioritize work and work schedule, handle Help Desk tickets
For small projects: plan, design, and build high quality IT software solutions in accordance with IT project management standards
Assist in creation of documentation for products and services. Use best practices to improve products and services provided to business unit partners, and monitor adherence within Team/Group to standards as defined within the Management Model
Engage with business clients, vendors, IT Architecture & Engineering, and other IT shared service groups
Establish positive team environment by proactively assisting and training less experienced personnel. Provide performance and development feedback as required
Apply knowledge of key business unit processes, systems, and initiatives. Build and maintain knowledge of industry and IT trends. Contribute to Smart Grid strategy development

Senior Analyst It-bge, Application Support Resume Examples & Samples

Provide technical expertise and/or engineering support for maintaining performance and reliability of key IT solutions including helping to maintain the teams support coverage for GAS Systems
Contribute to project technical architecture design and development and provide support to resolve application issues
Assist IT Architecture and Engineering community in planning the introduction of new technologies and/or identifying the most appropriate technology choices to accomplish goals by utilizing Exelon’s standard governance process as outlined in the Management Model
Build and maintain knowledge of new technologies or technology opportunities and assist in analysis of their use for business and/or IT clients
Identify and provide Business and IT data on IT trends and issues. Participate in IT architecture review and standards setting
Continuously upgrade applications to Exelon and Industry based standards including server and database upgrades, IIS upgrades, and so forth
Maintain and enhance engagement with business and IT partners
Maintain technical knowledge and business acumen within own discipline or function

IT Analyst, Application Support Resume Examples & Samples

Respond to and resolve incidents/faults logged against applications/systems supported by the Application Support team to agreed SLA’s and KPI’s
Monitor service requests for supported business applications/systems, ensuring full compliance to agreed SLA’s, security policies and procedures
Ensure completeness of root cause for major/critical incidents, and where possible resolve or provide workarounds, suggestions and improvements to mitigate future incidents
Recommend and assist with developing improvements around support processes, tools, standards and the overall performance and level of support provided by the Applications Support team
Provide assistance to the Applications Development team with testing and deployment of application/software changes/releases through the formal change management processes
Participate in the process of integrating and releasing new application/software functionality into ‘business-as-usual’ environment, ensuring all service acceptance and operational deliverables have been successfully developed and agreed prior to handover
Develop and maintain standard support procedures and other documentation as required to ensure the support, availability and continuity of IT services to agreed SLA’s and KPI’s
Proactively monitor applications/systems to capture potential issues (e.g. alerts, performance) before they occur, in accordance with monitoring/maintenance procedures
Participate in service operational reviews, ensuring SLA, KPI and other data/information is provided to assist with such reviews. Identify improvements to the services provided
Participate in a planned program of professional development in order to maintain growth in professional skills and knowledge
Apply Good Manufacturing Principles in all areas of responsibility
Conduct all activities in a safe and efficient manner
Demonstrate and promote the company vision
Perform miscellaneous job-related duties as assigned
Minimum of a 4 year associates degree from an accredited institution or equivalent work experience preferred
5 years experience that is directly related to End User Support duties and responsibilities. Experience should be concentrated in client relationship management. Good interpersonal skills are a must
Proficient with development tools, ideally .NET, asp, SSIS and SQL
Strong understanding of relational databases, ERP applications, web technologies, Microsoft operating systems and servers
Knowledge of web programming languages and development methodologies
Familiar with business analysis techniques which help in modeling and understanding business operations
Excellent mathematical, logic and reasoning skills are required for this position
Ability to communicate technical information to non-technical personnel
Ability to provide guidance and instruction on the use of computer technologies and internal applications
Should be versatile, capable of responding to an immediate change in project direction
Proficient in trouble shooting issues while maintaining composure is essential
Ability to provide afterhours on-call support as needed

IT Analyst Application Support Resume Examples & Samples

To respond and resolve IT application requests and queries logged via the IT Support Help Desk in accordance to priorities set and the associated SLA’s. To provide guidance and IT support to FCS users when called upon in respect of our applications
To generate database queries to extract data to either reporting tools if for end users as guided by the Help Desk or Desktop & Application support supervisor
To create documentation required by our business regulations to support data changes and database development
To organise workload to ensure priority is given to critical systems in association with the Desktop & Application support supervisor
To gain reasonable knowledge through internal training of the FCS business in order to contribute to the development of bespoke systems
To assist with the installation, control and maintenance of the applications and databases for FCS Horsham
Ensure all IT SOPs relating to application development are followed to deliver an IT service in accordance with the regulations governing our business
Interface with FCS users to provide support as necessary
Ensure compliance with all company health and safety regulations
To undertake any other duties in accordance with the role as directed by the IT Manager
SQL Microsoft Technology Associate (MTA) - Essential
SQL Microsoft Certified Solutions Associate – Desirable
Degree in Computer Science or equivalent qualification - Essential
Experience of MS-SQL to an advanced level, including the development of triggers, stored procedures, and functions
Experience of MSSQL Server Reporting services and integration services
Experience of programming in VBA, C++ or Java
In depth knowledge of SQL Server database engine (internal workings)
Ability to communicate with technical and non-technical staff
Helpdesk Level 1, 2, and 3 support

Senior Analyst, Application Support Resume Examples & Samples

Oversee the day-to-day operations of the Application Support team to ensure consistent ticket intake, follow-through, and resolution
Serve as the single point of contact within Application Support team for significant enterprise and/or cross-IT initiatives that affect multiple applications in the portfolio
Serve as Technical Lead on major incidents such as outages or other major service disruptions
Serve as the escalation point for support issues that require significant technical expertise
Serve as the primary liaison between EIS and Application Support including absorbing responsibility for application configuration and maintenance on servers
Serve as the App Support representative on Build projects to ensure that the team is ready from a technical and workload perspective to assume support of new services
Shepherd the transition of support from Build to Run and work with the Managed Services provider to ensure that the team skillset aligns with the support demand
Work with overall Application Support team to enhance, educate, promote, and ensure adherence to IT best practices and policies
Identify process & technical improvement opportunities and spearhead the implementation of those enhancements
Demonstrate expertise in business continuity and/or knowledge of disaster recovery for supported systems
Maintain current tactical understanding of technology trends and tools

Application Support L Analyst Resume Examples & Samples

Provides hands-on support for products and applications at agreed service levels
Delivering JPMC initiative and process improvement projects on time and in-scope
Proactively identify opportunities for change within the production environment
SQL, UNIX: Expert in at least two of the preferred tools (Sybase, korn / bash scripting, Java)
Awareness and exposure to systems development practices and methodologies
Knowledge of Banking products
Experience handling multiple requests and queries at the same time
Attention to detail, high level of accuracy

IT Analyst Etcs Support Application Services Resume Examples & Samples

Ensure application service delivery within SLAs and in adherence to compliance guidelines
Deliver end-to-end application service management by leading/influencing third-party vendors
Design, deploy and continuously improve practices around ITIL processes
Drive actions based on service metrics in order to ensure consistent improvement on service overall quality, speed and value to J&J Businesses
Connect to global organization in order to share/leverage good practices around the globe
Understand and address business expectation/prioritization around service deliverables provided by Application Services
Drive support teams towards continuous improvement

Junior IT Finance Application Support & Development Analyst Resume Examples & Samples

Troubleshoot issues which come in from the Service Desk
Work with other team members to provide support
Run/monitor background tasks and processes
Monitor the issue queue and respond within SLA
Code, test and deploy small enhancements
Continually improve system stability and performance
Minimum 5 years’ experience in the IT field
Cobol on UNIX and Mainframe including Unix Scripts and Mainframe JCL
DB2 skills
FTP skills
Oracle database skills including Oracle application server desired
Development skills in PowerBuilder desired
Shell scripting desired

Application Analyst, Cerner Support Resume Examples & Samples

Assists in performing routine system maintenance and builds
Demonstrates understanding of hospital pharmacy workflow and working
Performs system testing and documentation for all phases of the application development life cycle
Follows UHS Project Management Standards
Follows UHS Change Control

Analyst, Application Support Resume Examples & Samples

Work with other Application Analysts to review service needs and resolve issues or recommend strategies for resolution
Become familiar with multiple aspects and analysis of a service; provide the customer base with answers to questions and provide service expertise during conversations
Work with business customers to facilitate problem resolution, request completion and tracking of both
Capture and communicate metrics for services and work to provide a picture of compliance with SLA/total work effort
Assist with service configuration, onboarding of new platforms/customers and tracking and governance of each

Analyst, Application Support Resume Examples & Samples

Understand user needs and ensure IT system designs fulfill business requirements
Utilize global core applications to fulfill local business requirements, assist local users in deployment of core applications
Provide cost justifiable local solutions if required, support in development of local applications and contingency programs
Provide user training on applications
Provide application solution support on daily IT related incidents, especially priority and critical outages
Provide on-site support for prompt escalation and investigation of IT related issues
Monitor high priority service related incidents and conduct root cause analysis and deliver resolution to avoid recurrence of

Business Analyst Application Support Resume Examples & Samples

Meet with decision makers, systems owners, and end users to define business, financial, and operations requirements and systems goals, and identify and resolve hotel systems issues
Lead design sessions in prototyping new systems for the purpose of enhancing hotel business processes, operations, and information process flow
Review and analyze the effectiveness and efficiency of existing hotel systems and develop strategies for improving or further leveraging these systems
Identify and establish scope and parameters of hotel systems analysis in order to define outcome criteria and measure-taking actions
Prepare and deliver reports, recommendations, or alternatives that address existing and potential trouble areas in operating systems across the organization
Create system design proposals
Perform cost-benefit and return on investment analyses for proposed systems to aid management in making implementation decisions
Ensure compatibility and interoperability of in-house computing systems
Create systems models, specifications, diagrams, and charts to provide direction to system programmers
Provide orientation and training to end users for all modified and new systems
Provide guidance and/or instruction to junior staff members
Provide leadership and assistance to departmental staff
Enhance and maintain IT Division standards and encourage refresher training to maintain Team Members’ competency levels
Demonstrate and maintain effective communication with all Team Members
Promote a work environment where employees feel valued, appreciated and involved
Maintain strict confidentiality at all times on all matters
Interact with department and Company Team Members, management, and contractors professionally and positively
Encourage good relationships, promote team spirit, and ensure effective two-way and multicultural communications
Adhere to Company policies and procedures and comply with the Code of Conduct
Remain well-mannered and well-groomed as per department and Company standards at all times
Follow health and safety standards and strive for constant improvement to avoid health and injury hazards
Clean and tidy the office and participate in the Company recycling program and follow a strict discipline to reduce, re-use and recycle wherever possible
Duties and Responsibilities are may be changed at the discretion of IT Executive Management

Analyst, Application Support Resume Examples & Samples

Helpdesk participation and support of business users of Engineering applications incl. Windchill, Integrity, Arbortext, Creo Parametric, Creo View, Creo Illustrate, CAE Tools, licensing tools, & other client applications
System support for Windchill and related components including CAD Data Mgmt., Change Mgmt., Workgroup Managers, CAD Workers, Vault & Replication management, among others
Provide Support during upgrades and enhancements planned on the Windchill environment and CAD tools
Provide guidance to users and other IT staff on Windchill software and functional specifications
Perform installation and configuration of Windchill software, testing of system functionalities and business processes, data migration and deployment
General administration and upkeep of the Windchill system including performance tuning
Coordinate with Project Managers, Leads, Administrators and the business to analyze and ensure understanding of the support requirements and provide solutions
Provide secondary support for other engineering applications and servers, e.g. High Performance Computing environment and related applications
Candidates should have 2+ years’ experience in System or Business administration or support of Windchill PDMLink
Preferred knowledge in CAD (Creo Parametric 3.0 or later), CAE tools (ANSYS Suite & Altair Suite), licensing tools (FlexLM, RLM & LMx) and helpdesk support tools (ServiceNow) or tools with similar functionality
Familiarity with Windchill 10.2 or above and the newer architecture
Bachelor in Engineering or Information Technology/Computer Science or an Associate Degree with extended job-related experience
Must possess the ability to discuss, prioritize, coordinate and escalate support cases as needed
Flexibility to support during weekends as required for patch updates and deployments
Thrives in a fast-paced environment
Ability to effectively prioritize and execute tasks while under pressure
Ability to work independently with minimum supervision
Strong verbal, written, and interpersonal communication skills
Possesses strong organizational skills

Analyst, Application Support Resume Examples & Samples

System and User Support
Provide day-to-day application support to business users on global business applications used within the product development organization
Analyze production problems, collaborate with support teams and business users, and work to fix issues
Monitor and recommend improvements on existing business applications based on data collected from support services
Promote new service offerings such as training, a self-service knowledgebase, and SME networks
Train users on system processes and changes
Understand technology and systems infrastructure
Perform other duties as assigned that support overall objective of the position
5+ years’ experience in general IT environment within a corporate setting
2+ years’ experience with IBM iSeries/AS400, SQL Server, and .NET Technology
2+ years’ experience in a Customer Service environment
BS/BA in business management information systems, computer science, software engineering, business, or equivalent technical degree required
Excellent understanding of the organization’s goals and objective
Experienced with packaged software and with custom software development

IT Application Support & Development Analyst Resume Examples & Samples

Excellent technical and analytical skills
Strong problem-solving skills and attention to detail
Good knowledge of and experience of supporting HR business units and systems
Experience working with offshore service providers
Experience integrating and supporting in-house developed, Vendor and Software as a Service (SaaS) solutions
Expert in supporting and developing fixes for applications utilising .Net, Oracle SQL, HTML technologies
Understanding and experience of ITIL based service management practices
Knowledge and experience working problem management and or Six Sigma/Lean Sigma processes and tools
Knowledge and experience supporting GxP and Sarbanes Oxley regulated applications
*Employee referral bonus available to GSK staff***

Application & Configuration Support Analyst Resume Examples & Samples

*This position requires working onsite daily at our client facility in Pomona, CA
Analysis, troubleshooting and resolution of second and third level service desk incidents while adhering to departmental procedures
Communicate directly with internal customers via phone, email or in-person to better understand the issue
Collaborate with the various teams (i.e., helpdesk, infrastructure or development) to ensure that problems are resolved in an efficient and timely manner
Gain an in-depth understanding of application functionality and the business processes supported by these applications
Provide knowledge transition and training on supported applications for less experienced 1st and 2nd level support team members
Assist users in understanding how to appropriately use supported applications
Assist with various application testing activities and internal projects as needed
Review and analyze change data and coordinating changes with appropriate teams
Work with various development teams, manages continuous integration environments for the team and executes all versioning and communications required for a release
Act as secondary Configuration/Release Manager
Ensure successful releases through effective release planning, deployment scheduling, deployment execution, and communication in an environment that has frequent releases
Plan and implement source and configuration management processes
Provide assistance and support to other department members with daily operations and projects

Itsm Application & Integration Support Analyst Resume Examples & Samples

Communicates ITSM vision, advocates ITIL best practices and drives the use of deployed ITSM processes and tools across the IT Function
Provides technical consulting and leadership in identifying and implementing IT automation capabilities that deliver business value to IT organizations
Engages customers and other applicable IT support organization SMEs during technical requirements gathering and work activities as applicable
Serves as the Tech-SME during the analysis, design, testing and delivery of solutions utilizing integration and automation technologies such as Atrium Orchestrator and ProactiveNet Performance Management (BPPM, TrueSight)
Develops and configures automated scripts, interfaces and workflows, supports existing enhancements and troubleshoots incidents to identify root causes and solutions
Supports and/or drives technical upgrade projects and change initiatives
Leads and participates in process improvement efforts to achieve optimization in both local and end-to-end processes
Creates and maintains business and/or technical support documentation
Performs and adheres to Information Protection and Data Privacy Technical Controls, Standards and Policies as well as all other applicable Corporate audit and compliance processes
Bachelor's Degree in Information Technology or other relevant fields
At least 2 years of experience related to this position
Experience in configuring/ developing and supporting event management systems and automated workflow
Experience in scripting (JavaScript, powershell, nsh, etc.) and working proficiency of XML / XSL stylesheets and web services
Experience in User Administration using Atrium Single Sign-On
Has a good grasp of a diverse IT integration landscape
Experience with BMC Remedy tools
Basic understanding of the following
Experience in scripting and workflow development and integration with Enterprise Remedy Tool Suite in a Linux/Window environment, is a definite advantage
Understanding of the overall architecture of BPPM and BAO's main components
Experience in Remedy 8.1, BAO 7.7.02, BPPM 9.5 or higher (emphasis on Event Management) and capability in TrueSight 10.x is a plus
Experience in creating adapters for third party tools & applications
High familiarity with network/application/server/database operations and definitions
Worked on Integration with Active Directory, Exchange, Consuming & Publishing Web Services with other Applications
SharePoint Site collection admin and support experience preferably in SharePoint 2010 or SharePoint Online/SharePoint 2016

Application Support & Onboarding Analyst Resume Examples & Samples

Actively watching/reacting to alerts from the platform’s monitoring systems
Engaging with clients on reported issues through the hotlines, emails and phone
Identifying inefficient support tasks and implementing alternative methods
Working closely with key members of the Business and Development on performance analysis of various trading and pricing flows
Working with the Business to prioritize new client onboarding
Testing end to end flow with clients to ensure smooth transition into the production environment
Ensuring clients meet FIX specification set out by CS before going live in production
Maintaining and managing the onboarding environment
Basic technical understanding of Unix platform
Basic database understanding of Oracle
Basic understanding of FIX protocol
Demonstration of logical thinking
Good understanding of desktop environments, for application layer support
Good troubleshooting and problem solving skills
Ability to forge solid relationships with key stake holders across both the Business and IT orgs
Solid communication skills, with the ability to communicate with both external and internal end users
Good understanding of the FX product scope and terminologies
Experience supporting a low latency environment
Ability to prioritize and manage personal workload and as part of larger teams
Ability to challenge the way we do things (in the right way)
Ability to perform in a high pressure environment
Ability to adapt to a highly dynamic environment
Ability to work as part of a team and provide an individual contribution
Ability, with guidance, to ensure that work is correctly prioritized
Proactive ability to identify opportunities and develop new ideas that will lead to improvements

IT Senior Systems Analyst Commercial Application Support Resume Examples & Samples

Responsible for the support and successful implementation of the Alkermes Hub leveraging Service Cloud
Work with vendors and support partners to support the launch of the Hub
Create and distribute documentation as needed. Provide small-group training sessions as needed
Serve as the conduit between the customer community (internal and external customers) and the software development team
Perform system unit and integration testing where necessary
Ensure appropriate IT processes, procedures, and standards are in place
Build and foster effective relationships between the business, partners, and IT
Coordinate issue resolution with internal and external technical support providers while owning the entire end-to-end support process
Introduce best practice and process improvement ideas wherever appropriate
Ensure adherence to HIPPA compliance and internal controls
Bachelors Degree in Computer Science, Information Systems, or a related field
Experience within pharmaceutical/biotech industry a plus
Must have a proven record of accomplishment working with a small-to-mid-sized team
Experience with Service Cloud and HIPPA regulations
Experience working with third-party implementers
Demonstrated experience managing a comprehensive support process for a variety or internal and external resources
Functional knowledge of Salesforce, Service Cloud and associated tools
Technical skills to understand the interfaces between multiple systems and downstream integration points. Along with the ability to map processes and troubleshoot breakdowns
Demonstrate superior support skills
Demonstrate ability managing and supporting SAAS-based implementations
Strong analytical skills required, including a thorough understanding of how to interpret customer business needs and translate them into application and operational requirements
Excellent verbal and written communication skills and the ability to interact professionally with a diverse group, executives, managers, vendors, and subject matter experts
Experience in biotech and pharmaceutical industry and best practices
Exhibits strong team skills, including facilitating group sessions and training

IT Senior Analyst Application Support Resume Examples & Samples

Assist in the development and implementation of solutions, processes and tools using the ITIL v3 framework
Lead a team of onsite and offshore resources to deliver IT operational support
Perform general investigative work / 2nd line support and resolution of application issues
Perform end to end incident, problem and change management with internal and external resolving agencies following standard procedures
Performs assessments of customer demand and partners with order analysts to deliver estimates and quotes for service
Build and maintain effective relationships with BUIT and Global Business partners
Ensure all work undertaken conforms to internal J&J regulations as well as any external requirements (e.g GxP, Privacy, SDLC)
Ensure compliance requirements are met, oversee documentation activities and participates in compliance activities as required
Act as the technical contact for third party providers to coordinate technical changes and connectivity and liaise with application development teams as appropriate
Liaise with both internal and external vendors to ensure that the business partners receive an uninterrupted and high quality level of service
Maintain close contact with business users and other IT groups to ensure alignment of processes and IT activities
Partner with business to assess modify procedures to solve complex problems or improve existing processes
Assist with Backup & Disaster Recovery testing and procedures
Bachelor's degree is required, preferably in Information Technology, Computer Science or related discipline
A minimum of three (3) years of overall experience in information technology specifically application support using ITIL based processes is required
Prior experience in level 2 or level 3 support role for IT applications is required
Demonstrated experience working across multiple geographic locations is required
Experience working with external partners, customers and data providers is required
The ability to manage multiple priorities, build productive relationships, make decisions in an ambiguous environment, understand technical concepts and manage a portfolio of systems is required
Experience in working with Regulatory Applications (GxP) is required
Experience in the Medical Devices/Pharmaceutical/Healthcare industries with strong business acumen is preferred
Must be self-motivated and able to operate with minimal supervision is required
This position also requires strong analytical and communication skills
This position may require up to 20% travel.7678170411

Analyst, Application Support Resume Examples & Samples

Tier 2/3 PC support and end user ticket work as required
Software distribution support that includes delivering software and software updates to end user PCs
PC lifecycle planning to support a standardization of both hardware and software solutions which includes evaluating and recommending PC hardware, testing and planning rollout of new software version such as Operating Systems and Office Suites
Perform proper management of PC assets under Legal Hold, follow documented processes and updated process documentation as required
Accurately managed asset base through tracking tools and defined processes
Assists PC users in analyzing needs and determining appropriate cost effective hardware/software to recommend that is in compliance with corporate guidelines on usage
Provides knowledgeable technical input to management in assessing technology’s direction as it relates to office automation solutions and technologies
Also is required to keep current with latest technology as it relates to 7-Eleven’s needs and inform manager of relevant information
Interfaces with any outsourced office automation functions, vendors and PC user community to ensure proper priorities are set in responding to user needs and services supplied meet 7-Eleven’s standards
Provides 7-Eleven’s management feedback and/or recommendations on any employee, or service issues that need to be resolved. Performs research and provides input based on knowledge and/or research data to solutions on both field and corporate personal computer related issues
Support Software CMDB processes and documentation
Performs other duties and responsibilities as required by management
Education: High School + Equivalent Experience or Bachelors / 4 year degree
Experience: 5 years of PC Support and A+ Certification
Must have good verbal communications skills to ensure clear communications between users, vendors and partners
Must have good written communications skills to be able to write PC user updates, technical updates to management, policies and procedures and status reports
Must be customer support oriented, able to work in a dynamic and fast paced environment; good communication skills a must
General to strong understanding of 7-Eleven software including

Application / Web Support Analyst Resume Examples & Samples

This is a Contract Assignment initially scheduled to run for five months with potential for longer term employment
Pay Rate will be based on experience
Work Days / Hours are typically Monday through Friday, 8:30am to 5:00pm
Must be eligible to work in the United States without sponsorship
No Corp-to-Corp inquiries please

lS Analyst Specialist \ Application Support Resume Examples & Samples

Analytical & Diagnostics of complex issues in relation to application systems
Constant contact with Internal Customer to acknowledge and communicate on issues, in addition to providing training within the recommended guidelines
Accurately document all customer interactions related to the issue in the tracking tool
Analyze and debug problem and offer recommended solution to the Customer
Collaboration with other team members on the technical or Project team when necessary for a solution
End-to-End problem ownership and resolution
Follow escalation process as defined
Assist with application server rebuilds and system upgrades
Creation of Knowledge Base Documentation of related problem or general documentation on “how to’s” on a variety of applications
Management of source code for all system modifications
On-Call system monitoring of all critical applications and integrations
Responsible for reducing incidents or disruption to the business prior to them occurring with the 24/7 on call service
Provide system-level support on a multitude of applications with a wide range of applied technology, including installation, configuration and maintenance
Has a full technical knowledge of multiple applications and be able to learn and adapt to new applications being added
Ensure knowledge sharing with team mates
Maintain confidentiality with regards to information being processed, stored or accessed
Perform User account management following SOX guidelines

Senior IT Finance Application Support & Development Analyst Resume Examples & Samples

First level support for the application base
Perform maintenance tasks to keep the system performing well
Degree in the IT field or Business
Experience in financial systems a plus but not required
Sybase database skills optional
Oracle database skills including Oracle application server optional
.NET skills a plus
Data Warehousing skills including use of Informatica a plus
Fluent written and spoken English is a must

Lead Support Analyst GT Corporate Application Support Resume Examples & Samples

Own all reported application incidents through to successful resolution
To provide 1st & 2nd line support to the Business community
Be the escalation point for Support Analysts requiring technical or application specific assistance
To reduce incidents through continuous support process improvement
To sponsor change required to drive down support issues
Monitor production environment processes
Transition new applications and services into the production support environment
Regional systems and London based global systems
Technical incident management and ownership
Business user queries, processes, data and usability
Weekday extended and Weekend support when required
Ensuring that incidents are correctly processed, assessing business and technical impact and severity
Interact with the Corporate Agile team and external 3rd party vendors to troubleshoot and resolve complex problems
Taking ownership of application incidents and ensuring that they are resolved, this includes retaining ownership of incidents that require 3rd Line or Global Technology change activity to resolve
Ensuring the communication to the business community remains active
Monitoring of application events alerts, job schedules, capacity monitors and performance KPI’s. Creation and ownership of change requests are raised to address any of the above issues
Working with the Support Analyst and Global Technology Manager contributing to the continuous support improvement process
Perform system health checks and proactive maintenance tasks
Proactively update the knowledge base with support documentation (WiKi and SharePoint)
Proactive monitoring and management of business critical application, data handling and data delivery infrastructure to identify issues, trends and potential problem areas
Be proactive in identifying knowledge gaps within the team and schedule knowledge transfer sessions to improve team capability. Also, be proactive in providing on the job training to less experienced team members
Implementation of application configuration settings onto the Production environment
Take lead role in the Service Integration process to ensure smooth transition of Projects / EPICs into Production environment (Includes UAT Support)
Excellent problem solving, planning and organizing skills, a flexible approach with good verbal and written English communication skills
Work to provide services to agreed SLA’s
Ensuring work processes are followed to uphold system integrity and check and balance principles
Problem Management – Working with the Service Manager identify recurring incidents, understand the business impact, find the root cause and recommend solution to prevent recurring incidents
Undertake service management activities (Incident Management, Scheduled / Un-scheduled Maintenance Activities etc...) when required
Seek to improve Global Support model through relationship building, process improvements and addressing knowledge gaps

Associate Analyst, Application Support Resume Examples & Samples

Primarily supports the user interface for the Porting and Provisioning functions of the MetroPCS activation experience
Partner with the development team for consultation and input on projects within areas of support
Basic understanding of wireless, engineering eco systems and call flows a plus
Utilizes existing toolsets to work, track, and resolve issues within the primary functional area
Cross-functionally supports the IT Operations team and wider application set within the MetroPCS ecosystem
Manages production outages and escalations end-to-end, ensuring the correct stakeholders are involved to be able to drive resolution, and communicating to impacted business units
Weekly on-call rotation, encompassing weekends and afterhours support. Will be expected to lead calls, grow in confidence and resolve issues quickly
Assists management and other team members in ensuring production stability through understanding of business needs, changes being implemented and high level technical flows
Provides subject matter expertise (SME) leadership and consulting support on complex tasks related to the primary functions of the position
Initiates and executes initiatives to improve functional processes, procedures, and tools utilized by the team
Reviews deliverables and provides input/training for other team members
Strong understanding of other business channels
Contributes to process improvement initiatives (Continue Service Improvement, CSI)
Utilizes ticketing system to manage and understand ticket queues
Minimum of 2 to 4 years of application analysis experience with understanding strategic business information systems
Working understanding of application analytical best practices and principles, demonstrated ability to apply said principles, ability to report on analytical findings in a consumable fashion (strong organizational skills and attention to detail)
Working understanding of business and system processes/technology within multiple knowledge areas, allowing for cross-functional strategy and support
Excellent written and verbal communication skills; effectively able to communicate with all employee levels
Experience with identifying and resolving internal and external customer problems
Experience in working with members of the project/product management team, business subject matter experts (SME’s), and executive leadership to develop and implement viable solutions
Demonstrates competent consulting skills and experience in bridging gaps between technology and business operations
Must be proficient and have experience using MS Office (Excel, Word, PowerPoint)
ITIL Foundations preferred
Bachelor’s Degree. Quantitative discipline or eq. work experience

Analyst, Production Application Support Resume Examples & Samples

Evaluating service requests to ensure adherence to standards and processes
Coordinating and/or executing implementation plans
2+ years of hands-on work experience in supporting Weblogic based application environments
Good Unix shell scripting skill
Good SQL query language scripting in an Oracle based environment
Other technical skills (will be considered as PLUS)
Working knowledge of MQ Series (7 or later)
Working knowledge of clustering in Weblogic Server
Weblogic server performance fine tuning
JVM performance Fine tuning

Analyst, Configuration / Application Support Resume Examples & Samples

Conducts business analysis and configuration activities. Gathers requirements for requested configuration tasks and projects
Participates in testing activities, evaluation, and validation of vendor software upgrades, bug fixes, and services
Identifies issues through root cause analysis, to the completion of the associated remediation activities in production
Assists in training and orientation of new staff and training on current and upgraded systems
Analyzes business requirements and objectives towards determining the optimal configuration
ADA Essential Functions
Bachelor’s Degree in Information Technology or related field, required
Minimum of two (2) years configuration experience, required. Experience in managed care, preferred
Proficiency in Microsoft Office Access, Excel, Visio, required
Excellent problem solving skills with the ability to manage numerous projects and successfully coordinate projects with internal area and external vendors
Excellent analytical skills, detail oriented and good organization skills

Analyst / Associate, Application Support Resume Examples & Samples

Manage users’ requests and incidents flows by gathering the information from the different communication channels (trading floor live interaction; phone; other). Deliver IT Support services relying on ITIL framework and core processes
Using his/her technical skills assist in building effective monitoring systems by using the information system’s monitoring tools. Ensures tools are in line with our needs and takes initiatives to improve their efficiency
Leads investigations to resolve problems independently, have the technical ability to troubleshoot and debug code, search log files. Will have strong UNIX and SQL skills to check system errors and generate reports, scripting abilities to assist with the platform extensions, automate monitoring, error detection, participate with the DEV in building solutions or improving the core chain used by the business activity
Engage and improve the Follow-the-Sun model and leverage on our global setup working closely with our Paris and New York offices
Seeks feedback on escalated problems to follow up and update the end users. Liaise with other ITEC and GTS teams to consider clients’ needs/expectations/issues. Organize and lead follow-up meeting with different parties (users and partners). Formalizes problems and escalates to the next level of support or global teams when need be
BSC in Computer Science/Software Engineering degree or equivalent
Good scripting skills, python, shell
Ability to read code, write basic JAVA, .NET and C#
Good knowledge on Global Markets activities with a focus on Volatility business
Proactive / Innovative
Excellent attitude towards work, colleagues and management
A performer, demonstrates best qualities and ability to learn quickly