Developer Support Resume Samples

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J Kertzmann

Janice

Kertzmann

620 Corwin Dale

San Francisco

+1 (555) 974 6337

620 Corwin Dale

San Francisco

Phone

p +1 (555) 974 6337

Experience Experience

Detroit, MI

Developer Support

Detroit, MI

Towne-Renner

Detroit, MI

Developer Support

Ensuring a high quality service for customer sites by collecting data, planning a strategy on improving the systems, and proactively implementing changes
Assisting in finding resolutions to technical problems across multiple tiers (web servers, application servers, database, search cluster, integrations, automation platform)
Performing of automated tests, evaluation of the results and application of changes to systems
Contributing to the development and support of the hybris Cloud Services automation platform
Ensure Cloud Services platform is working smoothly to perform regular deployments of custom applications, product upgrades, and configuration changes
The purpose of the role is to on-board developers to consume APIX API’s and to support them during the API integration process as part of the API Factory
The role owner processes API access requests and responds to developer enquiries, this includes root cause analyses of code sample that are submitted as part of issue enquiries

Houston, TX

Success Agent, Tier-partner Developer Support

Houston, TX

Bahringer, Mohr and Gibson

Houston, TX

Success Agent, Tier-partner Developer Support

Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the Salesforce community
Assist with the design and delivery of product and other technical training
Hands on troubleshooting, feature explanation, and best practice guidance to assist Salesforce partners during critical and time sensitive situations
Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers
Debugging, troubleshooting, and taking responsibility to see that the issue is fully resolved
Leverage advanced technical expertise to resolve complex platform related issues affecting Salesforce partners
Research, document, escalate cases according to procedure

present

Philadelphia, PA

Manager, Developer Support

Philadelphia, PA

Pagac-Kulas

present

Philadelphia, PA

Manager, Developer Support

present

Identify themes toward continuous improvement and provide input on improvement efforts
Coach and develop team members in adherence with established Global Support processes
Manage escalations on behalf of the client and/or Salesforce Marketing Cloud
Prepare, monitor, and report on defined performance metrics
Motivate, develop and lead team members
Assist in resolution of escalated situations initiated by Salesforce Marketing Cloud, clients and/or partners
Deliver exceptional levels of client satisfaction

Education Education

Bachelor’s Degree in Computer Science

University of California, Los Angeles

Bachelor’s Degree in Computer Science

Skills Skills

Solid interpersonal skills with the ability to work effectively and flexibly with a team
Knowledge of System Integration Testing and Unit Testing
Good organizational and time management skills
Knowledge of VB.Net or C#
Strong PI Development Experience
Knowledge of OSIsoft PI-SDK and AF-SDK programming
Knowledge of OSIsoft products including ACE is a bonus
Excellent verbal and written English communications
System documentation and review experience
Experience with Microsoft SQL server queries, integration and reporting is a plus!

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15 Developer Support resume templates

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Senior Application Developer Support Resume Examples & Samples

5+ years of experience providing operational support or software delivery of enterprise applications
5+ years Java development
Ability to work flexible hours including holidays and weekends

Application Developer / Support Analyst Resume Examples & Samples

Must have 5+ years of application development and/or support work experience
Experience with escalated ticket management. Able to work under pressure to resolve issues affecting production services
Excellent analytical, problem-solving and multi-tasking skills
Experience with supporting OS (Windows, Linux), web servers (IIS, Apache), application servers (WebSphere, Tomcat)
Database support experience for Oracle and MS SQL
Experience with XML, HTML, Java Script, and Unix Shell Script (ksh)
Monitoring experience (Tivoli, AppDynamic, Apica, VCOPs, etc) is a plus

Technical Support Engineer, Developer Support Resume Examples & Samples

Provide technical assistance/developer support in analyzing, diagnosing, replicating and troubleshooting customers reported issues to resolution on APIs for VMware vSphere platform by the means of phone, the Internet, e-mail and other electronic means
Communicate technically complex remedies, solutions or workarounds in a clear and concise manner
Create reproducible test cases, when necessary, for customer reported issues
Report and submit product defects in the bug tracking system
Reproducing customer reported issues in-house and responding back in a timely manner

Application Developer / Support Analyst Resume Examples & Samples

Configuring, maintaining and supporting multiple web applications on IIS/Apache & WebSphere/Tomcat platforms
Hands-on experience in troubleshoot performance issue including analyzing heap/thread dumps
Experience in performance tuning of web applications
Experience in supporting applications deployed on Oracle RAC
Experience with developing Database monitoring scripts
Experience in optimizing database queries
Experience with XML, HTML, Java, Java Script, and Unix Shell Script (ksh)
Monitoring experience (Tivoli, AppDynamic, Apica, VCOPs, etc.) is a plus

Application Developer & Support PL Resume Examples & Samples

PL1 or Cobol (candidate will get training to PL1)
Experience with technologies: IMS, DB2, CICS, MQ, JCL, OPC, z/OS,
Experience in working with agile teams is an advantage
Candidate must be able to translate functional designs into technical designs and code
We work in Agile mode, the requirements come in the form of User Stories and they must be translated in working / tested code
Mainframe, MVS
Hungarian, English knowledge is needed

Application Developer & Support PL Resume Examples & Samples

Hungarian, English knowledge is needed Preferred Technical and Professional Experience Mainframe, MVS
Hungarian: fluent
PL1
Z/OS
Team player and flexible in the daily work
We work in an agile approach
Eager to learn new and other technical skills

Applications Developer / Support Manager Resume Examples & Samples

Work closely with product owner and service delivery team to ensure appropriate business measures are defined when evaluating and testing new versions of vendor products
Engage third party suppliers on applications support issues
This position will also support Cyber Security and IT Risk related efforts and contribute to increasing the overall maturity of the security posture of the firm
Strong teamwork and communication skills
Previous Leadership Experience required
HP LFT / UFT Support / Functional usage experience- Proficient
Zephyr / JIRA integration experience- Proficient
Lead / Manage Product Support / Development Teams
Business Applications Knowledge - Basic
Technical Problem Resolution - Proficient
Shell Scipting, Perl Scripting - Proficient
Automated Testing - Basic
Performance Testing - Basic
Source Code Management Tools SVN & Git - Proficient

Manager Developer Support Resume Examples & Samples

Ability to effectively work with tight schedules and fast paced environment
Ability to successfully communicate and coordinate with departments across the organization including Sales, Consulting, CSM, QA, Program Management, and Product Management
Ability to develop and deliver creative business solutions for complex problems
Ability to attract, hire and retain high-performing support professionals
Functional or technical salesforce.com application knowledge

Senior Applications Developer & Support Analyst Resume Examples & Samples

Under minimal guidance, interact with end users to gather requirements, then design and implement solutions within JIRA to capture their work flow. Implement solutions in JIRA while balancing ease of support, end user functionality, system performance considerations and time to deliver
Under supervision, make code enhancements to various existing corporate applications (not necessarily related to JIRA) built within Python, SSIS, C# and VB.NET
Act as the primary support contact, especially for our Atlassian applications stack (JIRA and Confluence), responding to end user support requests with accuracy and in a timely fashion
Manage manual processes and automate in places where it makes sense to do so
Maintain service availability, fix bugs, and support the full stack on all of our custom and Atlassian applications (from the OS up to and including the code)
Create or improve reporting capability for end users
Develop solutions to urgent business problems, leveraging existing tools wherever possible, otherwise building them as custom applications
Make our tools talk to each other, (create or leverage APIs) wherever possible
Perform the above duties while maintaining application security, SDLC, and change management best practices
Creative problem solving
Attention to detail, obsessiveness about getting the solution right and an aggressive approach in taking on work and solving problems for our end users
Focus on the details of Service Delivery
Stays in tune to the needs and expectations of your end users
Customer Focus. You should use your knowledge of the customer to develop solutions of an appropriate size and scale

Mainframes Developer & Support Resume Examples & Samples

Performance monitoring to ensure application stability
Security and Controls procedures including SCRP, ACR and Change control
Good understanding of variety of application architectures and networking
ITSM framework within Ford
6-Sigma tools and techniques Optional / desired

Developer Support Resume Examples & Samples

Ensuring a high quality service for customer sites by collecting data, planning a strategy on improving the systems, and proactively implementing changes
Assisting in finding resolutions to technical problems across multiple tiers (web servers, application servers, database, search cluster, integrations, automation platform)
Performing of automated tests, evaluation of the results and application of changes to systems
Contributing to the development and support of the hybris Cloud Services automation platform
Ensure Cloud Services platform is working smoothly to perform regular deployments of custom applications, product upgrades, and configuration changes
Bachelor degree in computer science, software engineering or equivalent
Familiarity with scripting and/or modern programming languages (Java, JavaScript, C, C++, SQL, etc.)
Ability to effectively communicate designs and decisions to peers, customers and management
Ability to multitask and prioritize tasks under stressful conditions
Good English skills verbal and written

MWS Developer Support Manager Resume Examples & Samples

A minimum of 5 years of relevant experience (Support Engineering / Software Development)
Minimum of 3 years of experience managing and developing direct reports (performance review communication, accountability, motivation/engagement)
Technically sound in software development activities and life cycles
Strong analytic and problem solving skills
Experience with XML, SOAP, REST, and web services
Experience in technical customer support
Experience using Amazon Web Services
Experience with Selling on Amazon
Works well in a fast-moving team environment and is able to juggle many tasks and projects

Manufacturing Execution Systems Developer & Support Analyst Resume Examples & Samples

College or university degree
8 Years Manufacturing Execution Systems (MES), or ERP development experience
5 Years of Business Analytics Experience
5+ Years engine manufacturing or engine business experience
5 Years PLEX MES experience
Understanding of MES and/or ERP Architecture
Ability to collaborate across multiple BU and IT organizations　
Effective Communication skills　
Proficient at Vendor relationship management 　
Exceptional problem solving and complex analytical skills
Ability to translate business needs into technical requirements
Exceptional planning and organizational skills

Software Developer Support Specialist Resume Examples & Samples

Design new concepts for development of new products and maintain technical compatibility to develop concepts into real products according to Enterprise Architecture prescriptions
Interact with the Enterprise Architects, with his/her experience and knowledge, to understand the Enterprise Architecture and support the development team endorsing it
Deploy operational tools to facilitate the management of the system and minimize manual intervention by using automation, self scaling, self healing as much as possible
Apply development best practices
Ability to support web-based Java applications. Role also includes testing and documentation
Perform technical feasibility (Proof Of Concept) and risk analysis, and recommend viable solutions
Work with Vendors to develop new or enhance existing features
Maintain existing IT/Telco systems and services in the production network, ensuring highest availability
Work hours are conditional to customer requirements. Evenings and weekends may be required for special events
Work with and manage multiple telco vendors to resolve issues
Provide 4th level of support for customer problems (internal & external)
Bachelor’s degree in Computer Science, IT, Electrical Engineering
Experience in software development (designing, programming, integrating or operating) software solutions
Experience with JEE application server, Java, Spring, Hibernate, JSTL, JSP, HTML, CSS, Ajax, Javascript, JPA, Junit, MVC, REST
Understanding of Agile frameworks to deliver and test new solutions (MVP, small delivery, iterative)
Hands on IP network skills (Wireshark)
Knowledge of monitoring and alarming solution and investigation tools for networks and applications such as Zabbix, ELK, Sensu, Cacti
Demonstrate analytical and troubleshooting skills
Strong aptitude to recognize opportunities for improvement in day-to-day work and take appropriate actions
Ability to work with 3rd Party solution already existing production network
Show interpersonal and leadership skills with a passion for results
Self-sufficient and strong ability to adapt to changes
Ability to motivate others and promote team spirit and employee value
Proficient in both written and oral communication
Strong knowledge of Linux and associated OS management tools
Strong knowledge of automation tools: Ansible, Puppet, Chef
Knowledge of virtualization technologies such as VMWare
Able to manage code with GIT
Knowledge of DEVOPS methods and technologies (CI/CD, Jenkins) an asset

Software Developer Support for Servicenow Resume Examples & Samples

Developing user friendly catalog items with experience writing orchestration workflows such as Content Management, Web Services
Develop external application integration using Web services
Utilizes available programming methodologies and languages and adhere to coding standards, procedures and techniques while contributing to the technical code documentation
Support data migration as needed
Perform system and integration testing with sample and live data
Experience with working or developing in the following programming languages: Java, HTML, CSS3, JavaScript, JavaScript API, Client and Server-side Scripting
Experience implementing systems using the Agile/Scrum methodology
Web Services Integration (SOAP, REST, and JSON) and ability to write, test and debug
Experience with ITIL framework and process
18+ months of ServiceNow development experience
Strong working knowledge of ServiceNow components such as Service Catalog, Change, Incident, Problem Management, Asset Management, CMDB, Knowledge, SLAs, Release Management
Proficiency with technical ServiceNow components such as: business rules, client scripts, UI policies and actions, UI pages and macros, script includes, catalog items, workflows, web services, reports, role based security, and ACL development

Developer Support Manager Resume Examples & Samples

Thrive in a fast pace environment
Strong negotiator who can be firm, yet diplomatic
Well-versed in customer service and conflict management
High decision quality and sound judgment
Strong data analysis, time management and reporting skills
Ability to effectively manage sensitive situations
Strong interpersonal and critical thinking skills
Good understanding of mobile eco systems including key players, business models for application developers and a fundamental understanding of mobile technologies
Analytical thinker with an ability to break down complex problems

OSI PI Developer / Support Analyst Resume Examples & Samples

Strong PI Development Experience
DCS/Process Control system configuration experience
Experience in the following interface technologies: OPC, Custom implementation of API interfaces, Batch File interfaces, PI UFL for web scraping interfaces
Knowledge of VB.Net or C#
Knowledge of System Integration Testing and Unit Testing
Knowledge of OSIsoft PI-SDK and AF-SDK programming
Knowledge of OSIsoft products including ACE is a bonus
Experience with Microsoft SQL server queries, integration and reporting is a plus!
Experience working in the Oil and Gas Domain is strongly preferred
System documentation and review experience
Excellent verbal and written English communications
Competent user of Microsoft office products including use of Word and Excel
Good organizational and time management skills
Solid interpersonal skills with the ability to work effectively and flexibly with a team
Able to set priorities (proactive and self-directed) and manage workloads in order to meet deadlines, yet careful with your work quality and pays attention to detail
Database

Applications Developer / Support Associate Resume Examples & Samples

Lead - Support / Development staff onsite, on ensuring process, provide local leadership to staff on a day to day basis
Typically requires up to ten years of application development & support experience
HP ALM Administration / Support Experience (ALM 12) - Proficient
Selenium / Selenium Grid Experience- Proficient
Develop / Operations / Support Experience with In-house and 3rd party applications- Proficient
L3 Support and Service Delivery Model - Proficient
Atlassian Tools - Proficient

Credit Hybrids Pricing Developer / Support Resume Examples & Samples

Participate in major development projects, currently the migration of cross-region index cds option & iBoxx trading and risk management tools. Tailor the tools for credit products as well as users in North America
Provide support & minor enhancements for key credit hybrid market making, trade capture, valuation, risk analysis, and P/L tools
Provide support for market data production, including marking, sanity check, build, data upload to official firm-wide data repository, and data reconciliations
Provide support for various user tools for trading and risk and P/L analysis upon request. Identify common user tools potential for migration to strategic tools
Drive software release process on various platforms
Professional C++ development experience
Experienced in development under both Windows and Unix environment
Proficient in scripting language such as Perl, Python and VBA
Experience with relational databases – ideally MySQL
Experience with automated testing, debugging, performance profiling and optimization
Ability to work a part of a global team but with high amounts of autonomy
Excellent verbal and written communication skills; ability to articulate key points clearly and concisely
Strong interpersonal skills: Working well with others, thinking and acting quickly and appropriately
Comprehensive understanding of object-oriented application development techniques and theories
Business knowledge in pricing and valuation of credit trading products (CDS, Credit Index swaps, index cds tranches, index cds options & iBoxx) will be an advantage

Lead Solution Developer Support Functions Resume Examples & Samples

Accountable for technical solution specification and the build of an integrated IT solution (applications, infrastructure and workplace)
Responsible for the current and future state of the technical application, infrastructure and workplace architecture / landscape, will be leading and/or conducting system integration
Analyses technology, business and technical requirements
Deliver training and mentoring on technical application, infrastructure and workplace architecture practices
Responsible for risk level determination and execution of impact analysis for all changes
Calculates and plans the effort and needed lead time of the development work in terms of effort required and overall cost / validates the proposals of the vendors and various services, additionally guiding and monitoring the solution delivery for development work during project and changes
Participates in the development of complex IT solution according the technical application, infrastructure and workplace design
Accountable for the unit test of the solution to ensure first time right delivery for the IT solutions
Collaborates with peers in the region to share knowledge and increase global usage of solutions
Guides the developers to follow the development principles and practices of his/her domain

Software Developer & Support Resume Examples & Samples

At least 2 years experience in Java Development and Support
At least 2 years experience in Object Oriented Design
At least 2 years experience in Cryptography
At least 2 years experience in Java Programming
Mathematics

MS Dynamics CRM Developer / Support Analyst Resume Examples & Samples

Manage and fulfill service requests
Undertake root cause analysis and problem investigation
Liaise / promote and foster good working relationships with clients and other CGI teams
Understand / adhere to quality / security standards and processes applicable to the role
Create and maintain technical documentation, and contribute to project deliverables where applicable
Provide estimating services to clients and other CGI teams
Experience working in an application support and development environment
Motivated / Determined / Pro-active
Minimum of 2 years’ experience with .NET – VB.NET and/or C# experience
Experience with JQuery, HTML5 and CSS3
Experience with using Web API
Experience with .NAV and other Dynamics products

Application Developer / Support Resume Examples & Samples

Support incidents, problems, enhancements, and projects for Facets platform
Recommend, design and implement solutions for incidents, problems and small projects
Conduct code reviews to ensure the work delivered by the team is of high quality standards
Identify opportunities to fine-tune and optimize processes
Proactively manage issues/risks and escalate them as needed in a timely manner
Effectively collaborate with numerous technology and business teams across multiple locations
Drive problem resolution and document root cause
Identify and drive continuous improvement initiatives
Create and maintain support documentation
Participate in Release Entry Framework activities to help ensure quality deployments into production
Work closely with stakeholders and business leaders to demonstrate the highest levels of customer service, communication, productivity, and professionalism
3+ years of experience in IT Development
Experience in Healthcare Systems Analysis or IT Development
Oracle PL/SQL experience
SQL Server, Sybase or Oracle development experience with designing data structures, building functions, stored procedures, indexes, triggers and performance tuning
Development experience with C#.net, Java, or Asp.net
Facets application experience
IT Production Support
Technical understanding of Facets architecture
Experience working in a virtual team environment
DBA experience

Senior Applications Developer / Support Resume Examples & Samples

Perform daily user support for various Web Applications (Confluence, SharePoint , JIRA, Smartsheet, Alfresco, Jama, etc…)
Also perform support for SaaS applications like Salesforce, Netsuite, etc…
Ensure proper configuration, administration, upgrades and UAT of the Business Applications
Manage applications related projects and activities on applications roll out, integration, and improvements
Work with technical and business teams to assess requirements and define appropriate technical solutions
Provide recommendations on business domains and practices such as Project Management, Requirement Management, Content Management, Change Management
Assess the capability, efficiency, and effectiveness of the applications for possible improvements
Provide coaching and training to the users
Perform Data Management and Data Manipulation using API, Scripting, etc. for Data Migration (Import/Export) and automation
Ensure alignment between all Functional Areas using the tools
Stay abreast of new and emerging technologies
Identify and implement industry best practices
Work collaboratively in cross-functional team

Junior Application Developer Support Resume Examples & Samples

High School diploma with 2+ years experience or a Bachelor’s Degree in related technical discipline or additional equivalent experience
Prefer 1-3 years of experience as an application developer - preferably using an object-oriented programming language. Additional experience in lieu of degree will be considered
Demonstrable experience employing the systems development life cycle to develop, test and deploy applications
Strong oral and written communication skills with experience working directly with customers and the ability to comprehend complex or technical information
Strong organizational skills; ability to support multiple tasks in a fast-paced environment with competing priorities and quick turnaround deliverables
Direct experience with Microsoft Access and/or Microsoft SQL is highly desired
Practical experience with SQL to include creating queries that use complex joins

Bluemix Developer Support Manager for Americas Resume Examples & Samples

1) Lead, develop, coach and mentor employees located in the Americas
2) Manage escalations driving timely resolution of issues focusing on delivering highest level of service and ensuring expectations are clearly communicated to all stakeholders
3) Ensure that all client issues are resolved in a timely manner in compliance with our Service Level Objectives
4) Partner and build strong relationships with customers
5) Conduct Customer Satisfaction Surveys follow-ups and implement new processes as needed to increase client satisfaction
6) Participate and schedule 24 x 7 global coverage for customer support team
Five or more years of experience in a customer facing position
Two or more years in a people management position of a technical team
Basic knowledge of cloud platform technologies
Project Management certification
Two or more years in a people management position of a technical support team

Developer Support Resume Examples & Samples

The purpose of the role is to on-board developers to consume APIX API’s and to support them during the API integration process as part of the API Factory
The role owner processes API access requests and responds to developer enquiries, this includes root cause analyses of code sample that are submitted as part of issue enquiries
The role owner maintains and creates all developer-facing documentation as part of the APIX API evolution to minimize technical enquiries on API’s and to ensure continuous enhancement of the API documentation
The Developer Support has deep technical knowledge of all the technical aspects of the exposed and in-delivery APIs and platform features Close collaboration between the Developer Support and their colleagues is expected
The Developer Support is able to liaise with the architecture and implementation units, as well as Vodafone’s traditional support, in order to identify and raise potential issues
Has a strong technical background in Internet Services and REST APIs
Has experience as a programmer consuming REST API’s
Good knowledge of Methods used for REST API Debugging and Testing
Can work in international multi-location teams
Customer centric, enjoys resolving customer issues
Perform technical root cause analysis when developer enquiry needs it
Raise incident tickets if APIX defects are suspected to be the cause of developer API integration issues
Node.js development experience
Drupal CMS Knowledge
Knowledge of Swagger/ Open API
Any front-end and backend web frameworks development Knowledge
Any experience developing REST APIs

Mtms Software Developer / Support Resume Examples & Samples

Familiarity with Agile software development methodology and ability to document requirements and specifications
C# / VB.Net
Microsoft SQL Server / Access
Microsoft Reporting Services

Developer Support Specialist Resume Examples & Samples

Maintain technical documentation on best practices for integrating third-party solutions with EDU related products
Educate third-party developers on recommendations for how to integrate by hosting webinars or presenting at 1:1 meetings with EDU partners
Handle technical education of the partner ecosystem during product launches and deprecations
Work closely with Business Development, Product, and Partner teams to lead technical discussions with partner prospects who are deemed strategic for our products
Lead all technical discussions with Technology Partners, working closely with certain cross-functional groups to help targeted Partners deliver EDU optimized solutions to targeted markets
Provide ongoing development product support and Classroom technologies, as well as cross-product integrations including integration troubleshooting
Assist with the creation of partner enablement collateral and manage community platform that will support EDU ISV Partners Serve as the primary technical bridge between EDU ISV Partners and us, filing bugs and feature requests with related product areas when necessary

Senior Manager Developer Support Resume Examples & Samples

BA or BS required
Minimum of 3 years managing technical support professionals. Minimum 5 experience in a technical support role
Experience with support tools and phone systems
Solid, functional salesforce.com application knowledge
Ability to understand and escalate issues efficiently and appropriately
Demonstrated strong work ethic and advanced organizational skills
Assist/Own/lead senior leadership on various center wide initiatives in alignment with scaling up and evelution of Hyderabad Success center
Experience building or managing Support teams

Success Agent, Tier-partner Developer Support Resume Examples & Samples

Leverage advanced technical expertise to resolve complex platform related issues affecting Salesforce partners
Hands on troubleshooting, feature explanation, and best practice guidance to assist Salesforce partners during critical and time sensitive situations
Assist third-party developers to troubleshoot their integration with salesforce.com APIs, Apex, Visualforce and implementation of other Salesforce developer products
Debugging, troubleshooting, and taking responsibility to see that the issue is fully resolved
Actively participate in job related training
Define and describe technical best practices
BA/BS or Master's Degree in Computer Science, Information Technology, or related technical field
1 year of prior experience in Customer Support
Demonstrate analysis, problem solving and skills troubleshooting expertise
Detailed, organized and results oriented
Salesforce.com Certified Administrator
Solid understanding of Object-Oriented design and core programming concepts

Manager, Developer Support Resume Examples & Samples

Deliver exceptional levels of client satisfaction
Respond to and address VOC client concerns (as received via transactional surveys)
Ensure adherence to internal response level commitments and timely case resolution
Assist in resolution of escalated situations initiated by Salesforce Marketing Cloud, clients and/or partners
Facilitate and maintain positive relationships with Salesforce Marketing Cloud teams, clients and/or partners
Manage escalations on behalf of the client and/or Salesforce Marketing Cloud
Liaise with other Salesforce Marketing Cloud departments to further issue resolution
Identify themes toward continuous improvement and provide input on improvement efforts
Top 10 case drivers - Analyze case volume in Skill Group and work on approaches for deflection. Maintain Top 10 case drivers monthly and identify approaches for deflection
See that training materials are developed and maintained. Ensure that training is held for all reps in skill group as needed. Identify content that needs to be included in monthly accreditations or other training gaps to be addressed
Motivate, develop and lead team members
Responsible for team operations and communication
Work with WFM Analyst to determine forecasting, staffing and scheduling needs and alignment
Prepare, monitor, and report on defined performance metrics
Coach and develop team members in adherence with established Global Support processes
Identify skills for assignment of cases and call routing
Call monitoring, coaching and feedback, ensuring delivery of the defined customer experience on every call/support case
Monitor, track and report on resource utilization and allocation
Involvement in interviewing to maintain a full complement of staff
Monitor and approve PTO
Conduct staff and team member 1:1 meetings
Adapt to and lead, motivate, and coach others in the acceptance and support of change

Integration / Developer Support Analyst Resume Examples & Samples

1-2 years’ experience with C#, .NET, Java, JavaScript, C++ and/or other programming languages and tools
Solid understanding of web services – XML/REST/SOAP
Knowledge of internet based systems including experience developing web based applications
Superior communications and presentation skills
Flexible and versatile technical and soft skills
Comfortable adapting to changing technical environments

Db-etl Developer / Support Analyst Resume Examples & Samples

Perform analysis and design work, including impact of requirements across all system components
Perform the L1/L2/L3 support activities for the Production Support project
Consider overall architecture when performing design work and data modeling work
Capture analysis/design output within high level/low level design documents
Work closely with database, application/java, ETL and reporting developers during design process
Provide support in tuning SQL statements, procedures, triggers
Help establish data design and modeling standards
Required to perform database analysis, understand data content and associated data relationships
Create unit test cases, perform unit testing, document test results and perform code reviews
Work with technical lead, business analysts and QA team to analyze and correct defects within the SIT and UAT phases
Work with operate team to support production deployments and analyze post-production defects
Participate in code reviews and ensure that all solutions are aligned to coding standards
Strong communication & logical skills
Strong experience within Agile process
Minimum 6+ Years’ experience Oracle 11g
Minimum 3+ Years’ experience in Informatica ETL tool
Strong SQL performance tuning / optimization
Versioning tools such as SVN etc