Apps Sup Intermediate Analyst Resume Samples

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M Graham

May

Graham

92879 Bauch Ports

Chicago

+1 (555) 741 3839

92879 Bauch Ports

Chicago

Phone

p +1 (555) 741 3839

Experience Experience

San Francisco, CA

Apps Sup Intermediate Analyst

San Francisco, CA

Fisher, Runolfsdottir and Paucek

San Francisco, CA

Apps Sup Intermediate Analyst

Work with the infrastructure teams (DBA, SAs, Incident Management, Networks, Grid) and various teams to optimize the usage of resources
Manage a workload which is subject to changing priorities and demands
Ensure all issues are tracked and work closely with product managers to prioritize resolution
Global / Regional production management team managers and team members
Alert Management (through the development of bespoke application monitoring)
Provide reporting to Operations and Technology Management, that facilitate strategic and tactical initiatives
Create, document and maintain Knowledge Management systems for our applications

Houston, TX

O&t-apps Sup Intermediate Analyst

Houston, TX

Kreiger, D'Amore and Willms

Houston, TX

O&t-apps Sup Intermediate Analyst

Ensure development code is performing as expected and look for bugs to minimize possible outage impact
Management of working relationships with external clients
Provide escalation and detailed reports on daily/weekly issues
Manage user related queries while problem solving coding inefficiencies
Monitor allocation management and FIX messaging for Futures trades while interacting with back office & global exchanges
Design, document and develop front line support tools for the Global Futures Production Services team with a focus on start-up and checkout scripts
Create and customize environment metric monitor through Visual Basic macros

present

Dallas, TX

Credit Apps Sup Intermediate Analyst

Dallas, TX

Blanda Group

present

Dallas, TX

Credit Apps Sup Intermediate Analyst

present

Alert Management (through the development of bespoke application monitoring via ITRS)
Incident and Problem Management
Knowledge Management (through Wiki and Training Sessions)
Special projects (around Continuity of Business/Disaster Recovery, MIS Reporting, Automation, Server Migrations, Process Analysis and Improvement)
Release Management
Change Management
Ensure all production issues are tracked and work closely with development managers to prioritize resolution

Education Education

Bachelor’s Degree

University of California, Irvine

Bachelor’s Degree

Skills Skills

Be able to demonstrate logical thinking and ability to perform detailed analysis
Will be a highly-motivated, strong performer with a proven ability to manage remote vendor teams to full effectiveness
Ability to learn new skills quickly with little supervision and ensuring the detail is of high priority
Strong knowledge of Microsoft based operating systems
Basic knowledge of investment banking and finance accounting
Strong knowledge of Microsoft and Linux operating systems
Good technical knowledge of Linux /Unix/ Windows
Ability to work under high-pressure situations and effectively prioritize in a highly dynamic work environment that includes a global focus
Sybase SQL knowledge and practical usage. (Able to create adhoc SQL queries)
Strong knowledge, understanding and application of project management principles and methodologies

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Apps Sup Intermediate Analyst Resume Examples & Samples

Possess client facing communication skills
Communicate issues clearly using both technical and non-technical language
Possess strong technical analysis skills
Demonstrable experience in a support environment
SQL Server Oracle or other basic SQL Database performance and tuning Unix/AIX

O&t-apps Sup Intermediate Analyst Resume Examples & Samples

Maintenance of our trading and reporting applications that service global clients
Ensuring that our environment is stable through a series of checkouts that will be proactively automated
Manage user related queries while problem solving coding inefficiencies
Recommend and enhance our global monitoring systems while providing effective communication to business and technology areas about any issues or outages that may be occurring
Design, document and develop front line support tools for the Global Futures Production Services team with a focus on start-up and checkout scripts
Management of working relationships with external clients
Influence the enhancement of the Futures trading and prime brokerage services applications
Monitor allocation management and FIX messaging for Futures trades while interacting with back office & global exchanges
Support trade management services ensuring that allocations are processed correctly
Continuously document all environmental procedures and layouts
Investigate level 2/3 issues and pursue rapid repair in accordance with business objectives for break fix items
Provide escalation and detailed reports on daily/weekly issues
Application Support Experience: 5 -8 years experience working in a support environment
Strong UNIX, SYBASE/SQL/Windows
Familiarity with software releases and batch monitoring via ITRS
Knowledge of clearing/back office and reporting systems in equity, derivative or futures business units

Apps Sup Intermediate Analyst Resume Examples & Samples

Primary point of for system and client support; running with day to day issues that arise on Funds production systems
Incident management for user queries, requests for information, application issues and technical problems
Root cause analysis of all problems with follow-through to resolution

Apps Sup Intermediate Analyst Resume Examples & Samples

Work closely with second level support, development teams, and the CIRA business to determine strategy and priorities and to ensure team is meeting the business’ requirements. Ensure team delivers on these priorities and communicated progress effectively to all stakeholders
Provide 1st line technical support, answer queries via phone, e-mail and in person
This group provides the detailed knowledge of the applications. For example, they should be able to use the application User Interface as an expert user would, but would not typically being be expected to read and understand the application code
When dealing with major issues, the group would be expected to make key business decision recommendations based on their knowledge of the systems and the business
Effectively communicate issues and status updates with business users, second level support, and development teams
Create and maintain a knowledge base to ensure that knowledge transfer takes place within the team
Liaise with users; business sponsors; and other AD groups
Extensive years’ experience working in a support environment
Understanding of problem management methodologies
Experience using call/ticketing software Linux
Microsoft - Strong knowledge of Microsoft based operating systems
Experience using/troubleshooting Office with emphasis on Word, Excel and PowerPoint PC
Basic understanding of hardware setup and configuration

Apps Sup Intermediate Analyst Resume Examples & Samples

Understanding of Project Management best practices
Windows based server clustering and networking (Recommended)
Java programming (Not essential)
An basic understanding of networking and webserver certificates

Credit Apps Sup Intermediate Analyst Resume Examples & Samples

Incident and Problem Management
Alert Management (through the development of bespoke application monitoring via ITRS)
Good Unix/ Linux knowledge and practical usage
Excellent communicator, able to work collaboratively. The job will involve extensive interaction and collaboration with other development/support teams working on the various components of the project
Excellent Client facing skills
Structured and methodical
An all-rounder
Financial Markets Experience - Business knowledge/ understanding of financial markets and products
Previous experience of supporting trading systems or financial products
ITIL V3 Foundation experience
Unix / Perl Scripting

Apps Sup Intermediate Analyst Resume Examples & Samples

Day to day technical support of the Simpliciti risk application globally, trade floor system expertise and critical business function support
Provide analytical and technical expertise within the team, to develop colleagues and business
Ensure that incident, problem, knowledge, change management and request fulfilments on behalf of customers are carried to the best levels possible
Liaise with multiple technology teams (support/development/platform) to ensure levels of service are maintained, and issues are resolved or escalated appropriately
Project based work in areas such as continuity of business testing and release co-ordination
Outage management and stakeholder management
1 - 5 years experience working in a support environment

Apps Sup Intermediate Analyst Resume Examples & Samples

Work closely with first level support, development teams, infrastructure teams and the business to determine strategy & priorities and to ensure team is meeting the business’ requirements. Ensure team delivers on these priorities and communicated progress effectively to all stakeholders
Able to fully support proprietary Citi applications (CitiVelocity) end to end with existing working knowledge
Troubleshoot web application issues and trace them to their source – from Wide IP to VIP, to webserver, appserver or DB
Diagnose system-level bottlenecks (memory, IO, CPU) using standard Unix tools (top, vmstat, fuser, lsof)
Maintain application availability to business users globally. Drive agenda in areas such as monitoring, failover and resiliency in order to improve availability
Managing and resolving issues that arise on the CCSM systems
Effectively communicate issues and status updates with business users, first level support, and development teams
Provide support to AD teams to ensure that changes can be placed into production and supported
3-4 years of experience working in a support environment
Knowledge of active monitoring tools (Tivoli, Hawk; Nagios, ITRS, Uptime, etc…) including installation and implementation

Apps Sup Intermediate Analyst Resume Examples & Samples

Provide 2nd line support to the business
Weekend Support is required and is scheduled on a rotational basis
Issue management, liaising with the required development and 3rd level support teams globally
Liaison between development and business teams to improve the quality of the system and its applications
Drive resolution of major outages ensuring to communicate to senior PS lead at all times
Minimum of 5 years of Application Support/Development experience, of which a minimum of 3-4 years are in Support
UNIX - commands and Shell/Perl scripting knowledge (Essential)
Windows based server using TomCat
MS SQL Server/Oracle knowledge including SQL, PL/SQL
Weblogic

Apps Sup Intermediate Analyst Resume Examples & Samples

Rapidly address front office technology problems of all varieties
Good analytical skills to understand and articulate issues
Be innovative and proactive in suggesting solutions
Continuous infrastructure monitoring and instrumentation
Execute “Ready for Business” checkout procedures
Hands-on in identifying issues and taking ownership to resolve them
Undertake analysis to support continuous improvement projects
Tracking and driving action items from incident to completion
Maintain and publish support documentation
Build relationships with related development and support organizations
Partner with the business to analyze and feedback business requirements to a global technology team
Educate new front office users in the application and explain its full potential
Ensure adherence to Citi’s technology policies
Support weekly scheduled changes, handle outage and incident management
At least 3 years of mission critical financial systems support experience
Knowledge of FX Derivatives is an advantage with an appreciation of whole deal lifecycle
Knowledge of production support or service desk methodologies
Exceptional verbal communication skills, able to immediately summarize complex issues and be ruthlessly succinct with front office users
Self-motivated and enthusiastic
Results-orientated and able to demonstrate innovative thinking
Calm and analytical when faced with major incidents on critical systems and a highly vocal user base
Flexible and adaptable; not restricted to operating within “comfort zone”

Apps Sup Intermediate Analyst Resume Examples & Samples

Provide world class support service to a geographically diverse user base
Strong process awareness and ability to manage incidents, problems and customer escalations where necessary
Ensure all issues are tracked and work closely with product managers to prioritize resolution
Clear understanding of trading concepts and trade lifecycle
Experience in Futures, Rates or FX eCommerce client services or associated operations group in a high availability/mission critical environment
Demonstrated ability to learn new business concepts quickly
Demonstrated ability to efficiently problem solve in time critical scenarios
Previous experience/ knowledge of supporting a FX, Rates or FI/Derivatives trading business preferred, but not essential
Effective written and presentation skills
Knowledge of foreign languages will be an added advantage
Essential University Degree
Experience and/ or sound knowledge on Listed derivatives across execution and clearing services

Apps Sup Intermediate Analyst Resume Examples & Samples

Monitor the quality and impact of implemented processes/initiatives and recommend changes/enhancements, if any
Previous experience/knowledge of supporting a FX, Rates or FI/Derivatives trading business preferred, but not essential
Understanding of client server architecture is preferred but not essential
Experience and/or sound knowledge on Listed derivatives across execution and clearing services

Apps Sup Intermediate Analyst Resume Examples & Samples

This group provides the detailed knowledge of the applications. For example, they should be able to use the application User Interface as an experienced user would, but would not typically being be expected to read and understand the application code
Willingness to be become expert in functioning of application from the user perspective
Basic Understanding of SQL including DML
Individual with experience in supporting internal banking systems ---fixed income preferred, other financial services experience desired
Experience working with offshore resources, including development staff, management and business

Apps Sup Intermediate Analyst Resume Examples & Samples

To provide additional support to the business support team for all issues that are software related and for all business issues that will take longer than 30 minutes to resolve
To ensure that the platform is operational for the business during all business hours
To be the point of contact between the business support, level 1 and development teams
Background of technical skills such as KDB, UNIX, PERL, SQL or scripting (not necessarily in a recent role)
Knowledge of Equities products and business flows advantageous but not required

Apps Sup Intermediate Analyst Resume Examples & Samples

Incident & Problem Management
Knowledge Management (through Wiki and Training Sessions)
Special projects (around Continuity of Business/Disaster Recovery, MIS Reporting, Automation, Server Migrations, Process Analysis & Improvement)
Minimum three years’ experience working in a support environment

Apps Sup Intermediate Analyst Resume Examples & Samples

10+ years experience working in a production support environment, background of hands-on application support (not necessarily in a recent role)
Experience using ticketing software
Experience of 1st & 2nd Line support of trading applications from a face to face perspective
History of responsibilities for both very transactional hands-on support work, in addition to strategic project initiatives
Experience of working on a trade floor support environment, preferably of the asset class being supported
A solid understand of finance in general, preferably of the asset class being supported
Knowledge of Markets, Prime Brokerage and/or Securities Lending will be an advantage
Knowledge of message oriented middleware (eg Tibco EMS)

Apps Sup Intermediate Analyst Resume Examples & Samples

Software releases
Interface with internal support and development teams to drive application improvements and bug fixes
4+ Years’ experience with Perl, PHP, Unix Shell, etc
Ability to communicate well at all levels
TCP/IP networking experience
Knowledge of financial markets and options trading is a plus

Apps Sup Intermediate Analyst Resume Examples & Samples

Clear understanding of Listed Derivatives market structure and underlying products, trading concepts, including the front to back understanding of trading lifecycle-Execution, Allocation, Clearing & Settlement process, working experience in onboarding & administering electronic trading (e-Trading) users, administering trading limits, monitoring client execution flows & system alerts would be highly preferred
Experience in e-Trading Client Services or associated Operations group in a high availability/mission critical environment
Relevant years of experience
Experience and/or knowledge of financial & banking industry is a plus

Apps Sup Intermediate Analyst Resume Examples & Samples

Escalate to seniors when a possible Major Incident is about to happend or already started
Correctly document and close each incident attended. Also ensure that incidents
Ensure the accomplishment of the SLA for each Incident
Total techincal independency once trained in the applications that will be supported by him. 7.- Independent to find techincal solutions and improvements to applications
Independent to engage different teams across the region or globally in order to get incident resolved
HIGH sense of critically towars incidents and the impact to our customers
Being able to identify application problems that needs to be escalated with L3 Support (DEV Changes to solve the issue)
Keep track and work with third party changes affecting our application (or
English medium or advanced level (written and spoken)
Hability to work under preasure
Incident and Problem Managament (ITIL) Plus
Microsoft .NET environments
DB2, MSSQL, Informix

Apps Sup Intermediate Analyst Resume Examples & Samples

Work closely with second level support, development teams and the Commodities business to determine strategy and priorities and to ensure team is meeting the business’ requirements. Ensure team delivers on these priorities and communicates progress effectively to all stakeholders
Ensure each problem is resolved according to SLA, properly documented if necessary and communicated effectively to the business
Take ownership of all raised issues as well as proactively identify potential issues
This group provides the detailed knowledge of the applications. For example, they should be able to use the application user interface as an expert user would, but would not typically being be expected to read and understand the application code
Work with the infrastructure teams (DBA, SAs, Incident Management, Networks, Grid) and various teams to optimize the usage of resources
Ability to educate, inform and train new users and team members. Communicate complex technical issues to business users in a language they understand
Knowledge on IT service management and project management
Be able to demonstrate logical thinking and ability to perform detailed analysis
Demonstrate ability to understand issues thoroughly and communicate them in a fashion that everyone can understand
Basic knowledge of investment banking and finance accounting
Unix, Auto-sys, Oracle, SQL, XML, AVS skills are highly desirable

Apps Sup Intermediate Analyst Resume Examples & Samples

Acts as the owner of each change submitted. Monitoring it constantly in order to get all approvals on time and certificating to address any issue as quick as possible to avoid any impact on the implementation
Perform UAT deliveries
Adheres to global / regional standard policies and procedures
Manage expedite and emergency changes

Apps Sup Intermediate Analyst Resume Examples & Samples

Good Analytical skills to understand and articulate issues
Hands on in identifying issues and taking ownership to resolve them
Build relationships with related development and support organisations
Partner with the business to analyse and feedback business requirements to a global technology team
Strong knowledge of Microsoft and Linux operating systems
Middleware technologies an advantage
Common scripting languages an advantage (Perl, Python, VB)
A good academic background, with at least an under-graduate degree, preferably in a mathematical or technical
Subject
Exceptional verbal communication skills – able to immediately summarise complex issues and be ruthlessly succinct
With Front Office users
Self motivated and enthusiastic
Personally well organised and an excellent team player

Apps Sup Intermediate Analyst Resume Examples & Samples

Global Application Support teams during the day to help resolve any of the complex issues raised by our business users
Global Infrastructure teams, such as Database Administrators or System Administrators to improve the technical platforms that our systems reside on
Provide guidance to L0/L1 teams and handle any escalations reported by them
Development teams to assist with software release check outs
Operations business to understand their issues, to identify and implement solutions
Review capacity and monitoring of our applications and design, then implement or manage enhancements to improve their stability
Analyse the issues being raised against our applications and design, then implement or manage enhancements to prevent any future occurrences of these problems or issues
Create, document and maintain Knowledge Management systems for our applications
Review and maintain robust continuity of business processes
Provide technical solutions and liaise with the Operations business during critical production outages
Manage the remediation tasks following critical outages, to avoid repeat failures
Work with the Development and Release teams to ensure robust software implementations
Provide reporting to Operations and Technology Management, that facilitate strategic and tactical initiatives
Liaise with Operations business in translating their problems in to technical solutions
Provide technical and business solutions to off-shore teams who require direction in their approach
Create innovative solutions and proactive approaches to optimizing processes
Coordinate change releases and streamline processes for offshore team
Working with the GS-INTL Support team, including vendor and Citi staff. Reporting to GS-INTL Global Support Manager
Shaping the GS-INTL Support team in line with business demands
Having familiarity with the technical side of the applications
Ensuring stability and availability of the GS-INTL (ISS) platform for the GS-INTL business and its clients
Ensuring all hygiene factors (admin, governance etc.) is completed without requiring chasing
Proven experience in an application support environment, 5 years or more
Experience in a demanding environment, working to strict deadlines and short SLAs
Experience working in a service-based environment, with knowledge of service management methods
Experience in the financial industry would be preferred
Experience on managing high volume/critical application is preferred
Wintel
Sybase
Autosys, Quartz,
Understanding of MQ, TIBCO

Apps Sup Intermediate Analyst Resume Examples & Samples

To provide support for all issues that are software related and for all business issues to Middle Office users
To be the point of contact between the Middle Office users and development teams
Experience of 1st and 2nd Line support of Equity Middle Office applications
Unix/Linux knowledge and practical usage
Experience of tech problem solving in a pressurized environment
Unix or Perl scripting knowledge (preferable)

Apps Sup Intermediate Analyst Resume Examples & Samples

Responsible for all aspects of Incident and L2 support for the Electronic banking Channel Application
Proactively monitor and provide tier-3 Production Support, resolving risks and issues and initiating corrective action plans as appropriate
Be proactive in monitoring trends and instituting continuous process improvement
Ensure process are clearly documented and staff are suitably trained
Ensures essential procedures are followed and contribute to defining standards
Ensure appropriate monitoring and alerting processes are in place for the Production environment
Ensure appropriate capacity and performance monitoring and review processes are instituted and executed
To provide regular communication to management and stakeholders of Production Support status for your applications, including risks, issues and mitigations
Promote effective knowledge management across the Electronic Banking Channel Applications Support teams
Work closely with 1st & 2nd level support and development teams to ensure team is meeting the business’ requirements. Ensure team delivers on these priorities and communicated progress effectively to all stakeholders
7+ years’ work experience in Technical Production Support roles preferably within a large scale, global financial services organization
Prior experience in large scale enterprise application development, capacity planning, optimization, re-engineering, performance fine tuning and cost optimization
Demonstrate accountability, leadership, independent initiatives and willingness to lead and work with teams across multiple locations and time-zone
Strong team player with direct and matrix management skills. Flexible and being able to manage time effectively
Managing Multiple Applications Establishing ITIL best practices Processes and Procedures
Ability to Manage Change and Release implementation, Review and sign off on the all application related changes and ensure all the changes are deployment within the timeline and post implementation validation are performed
Experience in leading staff in a Production Support group in a high availability / mission critical environment
Experience in managing communications across business and technology stakeholders at varying levels across a medium to large scale enterprise
Preferred production support experience in banking industry
Bachelor Degree in related filed with overall 6-8 years
5-7 years IT Support experience with AIX,Sun Solaris, MQ, Oracle, Java, SQL, NDM, TIBCO
3-5 experience writing Shell scripts, database queries, generating capacity and performance reports
Experience in Windows 2008 and IIS 6.0 and above
Manage and Own Application Change and Release Process
Experience in Webphere Architecture and Business Objects
Experience in Autosys Job Scheduling and setup
Understanding of client server architecture (clustered and non-clustered)
Basic Networking knowledge ( Load balancers, Network Protocols)
Background on Lookup Active Directory Protocol(LDAP) and Single Sign On concepts
Working in Multiple Application Support Model is preferred
Ability to work in a Offshore/Onsite environment
Ability to learn new skills quickly with little supervision and ensuring the detail is of high priority
Excellent communication and interpersonal skills with the ability to communicate well at all levels
Efficiently and effectively manages work, time, and resources
Strong knowledge, understanding and application of project management principles and methodologies
Ability to work under high-pressure situations and effectively prioritize in a highly dynamic work environment that includes a global focus
Strong problem solving and program execution skills while being process orientated
Self motivating and delivery focused individual
Ability to understand the big picture – can step back and understand the context of problems before applying analytical skills to address the issues
Proven ability to communicate and develop long lasting relationships with all levels of Management in a clear, concise manner

Apps Sup Intermediate Analyst Resume Examples & Samples

Ownership of each incident attended until resolved
Escalate to seniors when a possible Major Incident is about to happen or already started
Ensure the accomplishment of the SLA for each
Act as a technical referent to the rest of the team
Keep track and work with third party changes affecting our application (or discard the impact of it)
Experience in directing/coordinating technical activities
Java, JEEE, Web services, Struts, Hibernate, Weblogic, Websphere App Servers

Apps Sup Intermediate Analyst Resume Examples & Samples

2+ year experience working in a production support environment, background of hands-on application support (not necessarily in a recent role)
A basic understand of finance in general, preferably of the asset class being supported
The successful candidate will be required to communicate with disparate technology and business groups in other countries/regions/time-zones on a regular basis, therefore communication skills and cultural awareness are essential
Knowledge / working experience of ITRS Active Console preferably
Knowledge / working experience of Autosys preferably
Knowledge of message oriented middleware (eg Tibco EMS) preferably

Apps Sup Intermediate Analyst Resume Examples & Samples

Quality and timeliness of service provided will affect the effectiveness of own team and other closely related teams
Tech Support specialist with strong technical ability with 1+ years of experience in Java/J2EE app Support
Knowledge of C, Pro*C languages
Experience in debugging Java errors and exceptions
Experience with RDBMS (Oracle) Database structure and functioning
Knowledge of operating Systems – Linux/Unix (SUN/IBM), Windows
Working experience with Application/Web servers - WebLogic, WebSphere, iPlanet
Awareness of frameworks – Struts, Hibernate, Springs
Knowledge of PLSQL (Oracle) and write simple queries
Knowledge of tools/utilities like log4j, Autosys, QC, uDeploy , ITRS is a plus
Knowledge of Trade Service and Trade Finance is plus
3-5+ years of relevant experience

Apps Sup Intermediate Analyst Resume Examples & Samples

Be a valued member of our team in NAM and throughout the world
Effective management of user queries, requests for information, application issues and technical problems
Obtain Root cause analysis from Technical teams and provide this to regional teams of all problems with follow-through to resolution
Act as a Client advocate at all times
Process design and improvement
ITIL Service Management Certification
Web based technologies
PC and Internet Browser configuration
Highly proficient with MS Office applications specifically Excel
Excellent communication skills a MUST – verbal and written
Able to clarify problems to others
Able to work both alone and as part of a team
Resilient, calm and focused when under pressure
Proactive problem solving experience, using judgment to make decisions where no clear precedent may exist
Strong work organization and prioritization skills
A flexible approach to working hours