Senior Support Analyst Resume Samples

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M Ryan

Maude

Ryan

13137 Rutherford Ramp

Chicago

+1 (555) 135 1811

13137 Rutherford Ramp

Chicago

Phone

p +1 (555) 135 1811

Experience Experience

New York, NY

Senior Support Analyst

New York, NY

Walker, Veum and Hickle

New York, NY

Senior Support Analyst

Assist with developing improvements to support team processes and procedures; ensure agreed procedures are followed
Build working relationships with other departments of Thermo Fisher Scientific Informatics, particularly the development team
Reviews, analyzes and develops information technology systems to increase accuracy, minimize downtime and improve speed of service
Work closely with the Helpdesk Team Leader and the EMEA Customer Services Manager to be aware of current standard and custom service levels
Assist in Identification and implement of short and midterm strategic plans to improve helpdesk operations
Collaborate with development team and vendors to resolve issues and improve our platform
Assist in the development and distribution of software, applications, and updates

Los Angeles, CA

ETL Senior Support Analyst

Los Angeles, CA

Mraz Group

Los Angeles, CA

ETL Senior Support Analyst

Work with ETL architects and leverage DAC for task scheduling , workflow management and maintenance activities
Collaborate with developers and business analyst to identify ETL CIs and performance opportunities
Identify and address any ETL architectural standards issues with Development manager
Work with ETL architects on capacity / demand management
Drive problem management for repetitive issues across ETL platform
Problem management
Provide end to end support for all ETL processes and systems. Function as a primary point of contact for any ETL support requests

present

Philadelphia, PA

Senior Support Analyst Cts

Philadelphia, PA

Mills-Torphy

present

Philadelphia, PA

Senior Support Analyst Cts

present

Work as senior support analyst to provide hands on support to financial systems and its interfaces
Perform Impact analysis of the reported issues or risks and try to find root causes and solve the issue by going through the business and systems workflow
To provide user query support and monitoring support queries, with as minimal as possible escalations to development teams
To provide batch support, health checks at the start of the day/end of the day
To create, update, amend relevant production support documentation
To provide weekend support related activities in partnership with other team members
Maintaining Knowledge Management

Education Education

Bachelor’s Degree in Computer Science

Portland State University

Bachelor’s Degree in Computer Science

Skills Skills

Strong knowledge and proficiency in providing support of the Windows operating system
Basic knowledge of programming languages � JAVA or C++ will be
Ability to run a team located locally supporting the core trading locations and to deliver a high quality service to the business
Solid Unix and Linux knowledge and practical working experience including Shell scripting (Sun Solaris, Linux)
Basic knowledge in relational databases (Sybase, Oracle) / query (SQL)
Excellent technical & hands on knowledge on Informatica
Strong knowledge of Line of Business (LOB) organizations, and business applications
Strong knowledge of ITIL processes
Strong knowledge of Microsoft and Linux operating systems
Strong knowledge of a wide variety of technologies, including server, mainframe, and network, hardware and software

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Senior Support Analyst Resume Examples & Samples

Respond to and resolve priority incidents and problems as per SLA during the day and out of office hours when on call
Oversee the Quality checking and Quality Assurance of code, ensuring fitness for purpose
Ensure deliveries into Production follow rigorous and standard Global practices
Act as primary resource for key tasks including: Innovation; Source Code Management; ITDR activity
Provide a high-level of application technical expertise to resolve major complex live business problems and designs
Takes responsibility for resolving technical support problems as part of the implementation and rollout of Application Development projects assimilating and analysing information from a variety of sources in order to draw conclusions and make recommendations to Senior Management
Manage the successful handover of change into the support environment
Responsible for eBOX support, ensuring appropriate level of cover always exists (i.e. 24x7 on-call rota). Allocating support work to development team as required
EBOX ITDR technical lead, key responsibilities for ITDR Assurance tests, ensuring all documentation is up to date
Provide technical support for other architecture projects (infrastructure upgrades, software migrations, service re-architecture, etc
Supervises, co-ordinates, participates in, and is accountable for certain assignments of work within the Development team to ensure that business objectives are met and deliverables achieved to agreed-time-scales, budgets and quality
Likely to have a Bachelor’s degree or equivalent in an analytical subject such as Science, Engineering, Mathematics or Computer Science, etc
Able to analyse, diagnose, design, plan, execute and evaluate work to time, cost and quality targets, exhibiting thorough familiarity with available methods, procedures, tools, equipment and standards associated with own area of specialisation and making correct choices from alternatives
Well organised and customer focused in every decision
Proactive, prepared to contribute during group work and confident to challenge where necessary based on strong fact base
Highly effective written and verbal communication skills through telephone, email, face-2-face, presentations to a diverse set of colleagues / stakeholders at various levels of seniority both within Technology and across our Business /Operations within our multiple countries
Methodical with acute attention to detail
A team player with the acumen and confidence to work effectively without supervision
Proven record of execution to time and quality within challenging targets
Web application programming/support using J2EE technologies and the Struts framework
Object Oriented Programming & Design
MS SQL Server – Database design, Business data and DBA functions
Source Code Management principles and execution - Subversion (SVN)
Web Hosting – (preferably JBoss, Apache httpd & Tomcat)
Service Oriented Architecture & Web Services
Performance & Capacity Testing approach, planning & execution
MS Office (Word, Excel, PPT, Visio)
SonarQube
Crucible
Linux systems admin: daemons, cron jobs, shell programming
Grep, awk, perl
Business Process Management – specifically TIBCO iProcess
Middleware technologies (e.g. MQ)
Windows systems admin: services, scheduled tasks, batch programming
Automated testing tools (JMeter)
GIT Source Code Management
Experience of maintaining and delivering a single source code and release for multiple clients/businesses (with varying requirements)

Senior Support Analyst Resume Examples & Samples

Delivery of 2nd Line Application Support services for application(s) under support
Pro-actively keep informed of current and past Incidents, Problems and Known Errors (e.g. if there is a network outage, all Service Desk staff are to be aware)
As directed by Application Maintenance and Support manager, participate in project/change activities relating to the application(s) under support, including (but not restricted to)
Knowledge of Oracle Database, PL/SQL programming
Experience working with AIX, Windows platform
Good knowledge of ITIL framework
Good knowledge of Service Centre processes
Sound time management and organizational skills
Knowledge of the banking/finance industry
Good analytical and problem solving skills for design, coordination and testing of applications
Aptitude to assist team members with whatever tasks required as needed for the team to deliver
Self motivated and able to work without supervision

Senior Support Analyst Resume Examples & Samples

Productivity Application Support: Microsoft Office (Outlook, Excel, Word, PowerPoint), Microsoft Lync, Internet Explorer, Google Chrome, Adobe Acrobat Reader, Adobe Acrobat Pro, Adobe FlashPlayer, and internally developed applications. Ability to interact with VIPs is essential
Familiarity with performance, network capture tools, i.e. Netmon, OpNET & Atternity & management agents , i.e McAfee ePO, Bit9
Act as Tier 3 delegate lead when called upon by Tier 3 Client Support Manager provide Sr. Management updates and awareness on any escalations
Windows Operating System
3rd level support experience including experience with MIRT
Citrix, SCCM, Active Directory, SCOM VM Ware
Experience in an Enterprise environment coast to coast or worldwide,
Ability to present professionally to C level executives
Proficiency in scripting experience be beneficial, PowerShell or VBScript preferred
Strong knowledge and proficiency in providing support of the Windows operating system

Senior Support Analyst Resume Examples & Samples

Special projects (around Continuity of Business/Disaster Recovery, MIS Reporting, Automation, Server Migrations, Process Analysis and Improvement)
Experience working in a support environment
Linux experience
Shell scripting
Experience in Programming Languages
Perl/scripting language and / or Java

Senior Support Analyst Resume Examples & Samples

As directed by Application Maintenance and Support Manager, participate in project/change activities relating to the application(s) under support, including (but not restricted to)
5+ years’ hands-on development experience with Java and J2EE
5+ years’ hands-on experience with Java Technologies including Struts, Hibernate, Web Services, Spring
2+ years’ experience with Unix (AIX & Linux) and hands-on on Shell scripting
1+ years’ experience with first or second line support

Senior Support Analyst Resume Examples & Samples

10% - Participate/ chair meetings/ daily stand ups/ updating/ gathering information in/ from various tools
Flexible approach
Hard working
Learning attitude

Advisory Senior Support Analyst Lead Resume Examples & Samples

Ability to thrive under pressure and manage multiple, concurrent and conflicting priorities to deadlines with a Strong sense of self-direction, able to operate independently with limited supervision
Good customer focused attitude, ability to follow-up on issues and requests while managing client and stakeholder expectations
Experience within Financial industry and production operations
Experience with desktops, servers and remote access / assistance and Enterprise Management toolsets
Strong UNIX, SQL and MS Office skills as well as ITIL and lifecycle management knowledge

Senior Support Analyst Resume Examples & Samples

General integrations concepts, such as integrating heterogeneous systems/etc
ETL Tool architecture and ETL products especially Informatica 8.6
Proven hands-on experience in using Informatica components such as Designer, Workflow Manager, Workflow monitor
Knowledge on Informatica admin activities needed
Knowledge in Oracle, SQL, PLSQL, SQL server databases. Good understanding and application of Object Oriented concepts
Hands-on experience on Linux platform is required
Exposure to SOA, Web services, Cloud based integrations with Salesforce.com, Trillium is highly desired
Hands on knowledge of Core Java or prior programming experience or web services (SOAP, XML, WSDL, XML over HTTP)
Hands-on experience with middleware tools Oracle SOA Suite, JDeveloper 11g, 10g
Experience with using Database and Oracle Applications Adapter, JMS Adapters, Oracle SOA Suite, BPEL, OSB
Good understanding in Incident, change and problem management
Analyze work load, determine best practices and implement changes to improve productivity
Serve as Situation Manager on highly sensitive issues

Senior Support Analyst Cts Resume Examples & Samples

Utilizes knowledge of service level delivery to offer superior service
Demonstrates working knowledge of Financial Services Industry concepts and is able to apply them internally
Responsible for the proper functioning of existing applications and infrastructure
Perform Impact analysis of the reported issues or risks and try to find root causes and solve the issue by going through the business and systems workflow
IT Delivery/Control/Process/Stability
Dealing with support escalations from Level 1 team, including complex user and monitoring support queries, with as minimal as possible escalations to L3 teams
Planning and execution of proactive non-ticket tasks (such as automation or tool implementations)
To provide user query support and monitoring support queries, with as minimal as possible escalations to development teams
To provide batch support, health checks at the start of the day/end of the day
To use firm standard support tools and processes
To work as strong team player
Bachelor�s degree in Computer Science, Engineering or related fields
Experience of functional/technical support / investment banking environment desirable
Experience of monitoring software and maintaining\improving rule bases
Work Experience in Informatica/ETL or Business Objects will be plus

Ia Operations Senior Support Analyst Internal Audit Resume Examples & Samples

Builds, manages and leads a world class Operations function for APAC and Japan, ensuring compliance with all regulatory, legal entity, transfer pricing, tax and financial requirements for the countries within the region
Supports the Operations Group Manager – APAC and Japan in the regular and systematic evaluation of overall operations in the region
Directs the development and installation of procedures and controls, to promote communication and adequate information flow, and thereby solidifying management control and direction of the enterprise
Ensures that all activities and operations are performed in compliance with local regulations and laws governing business operations
Establish and implement controls and processes to enhance the accuracy of IA operational data, working closely with the IA MIS team and chief auditors
Awareness of technology applications and a good business understanding of operational activities
A self-aware, self-confident individual who has well developed listening skills, and an ability to engage a group of accomplished business unit heads who are partners to the IA audit team with regards to operational activities
Effective influencing skills, a proactive and 'no surprises' approach in communicating issues and strength in sustaining independent views

Senior Support Analyst Resume Examples & Samples

Provide Level 1 & 2 support to internal business teams
Prioritize workload, provide timely and accurate resolutions
Effectively perform root cause analysis of issue and report the outcome to the manager
Ensure application availability to the client with minimum downtime
Strong team player within a global organization
Good inter-personal and communication skills, with excellent relationship building across multiple organizations and key touch points
Comfortable operating in high pressure environments whilst managing incidents across the glob
Demonstrated experience in Unix, SQL, ETL, Informatica, Java, Oracle, Sybase and scripting skills

Senior Support Analyst Resume Examples & Samples

Provide support for a franchise-critical fixed income trade capture system
Focus in Securitized Markets and Interest Rates Cash Products
Perform T risk reconciliations for the trading desks
Own and manage the incident response process. Must be able to escalate problems to appropriate technology and business teams while adhering to Service Level
Perform post-release testing after application releases and infrastructure updates
Support Batch processes via AutoSys
4-7 years experience working in a support environment
Knowledge of problem management tools
In depth knowledge of Rates and Securitized Products trade processing
2-3 years experience with LINUX
3-5 years experience with SQL
Perl, script, or Java language
Basic understanding of PCs & networking
Qualifications: Computer Science/ Engineering / physics / mathematics or relevant degree

Senior Support Analyst Sharepoint Administrator Resume Examples & Samples

Troubleshoot and solve SharePoint portal problems by determining the root cause of the problems
Regular review, clean-up, management and configuration of SharePoint accounts and sites
Maintenance schedules are during off-peak usage hours
Maintain the integrity and reliability of access to information
Minimum 5 years’ experience administrating SharePoint farms at an Enterprise level
Excellent problem solving, communication, documentation and time management skills
Experience administering applications that use SQL server
Configuration of SharePoint 2007 and 2013 (Must Have)
Microsoft SharePoint Designer 2007 / 2013 (Must Have)
HTML, JavaScript, Cascading style sheet (Must Have)
Knowledge of SharePoint Object Model (Must Have)

Senior Support Analyst Resume Examples & Samples

Provide level 2 and 3 technical support to the Credit Risk portfolio of applications which requires an extensive knowledge of Acquisition related systems, Credit Risk related systems including networks and database systems
Provide pre-arranged on-call support during weekend and evenings
Evaluate technical changes to assess the risk to production environment and make recommendations to Sr. Leadership on the readiness for production implementation
Analyze system architectural enhancements and design documents to identify and support improved system performance and reliability. The candidate will be required to document the findings to a level of detail sufficient to generate specific actions and activities
Work closely with developers, solution architects and business representatives to develop fresh, cost effective approaches and solutions to business issues. This will require the use of analytical thinking, technical competency and communications skills
Lead the investigation of issues with visibility to our customers, vendors and partners which will require outstanding communications both oral and written
Work independently with a minimum guidance on projects, incidents and requests skills and which will require decision making abilities at a highly developed level
Perform advanced technical support activities related to incident management, problem management, service delivery and service transition utilizing advanced and comprehensive technical skills, analytical thinking and decision making abilities
Analyze test results and coordinate the activities of other technical and non-technical staff for product improvement and incident resolution
Coordinate and lead support teams in the implementation of new products
Analyzing workload and required technical skills in an effort to recommend support requirements including FTE and required skills

Senior Support Analyst Resume Examples & Samples

Responsible for supporting and maturing proactive, preventative, and maintenance services
Design proactive automated health checks using BladeLogic in order to identify issues before they turn into service impacting incidents
Explore opportunities around drift detection and incorporate these capabilities into the health checks to help us achieve our goals around operational excellence
Aggressively advance the use of service delivery tools: Working with key stakeholders like the SOC and OSS support teams to promote the use of these tools and ensure the appropriate training and documentation is provided
Possesses a university degree/college diploma in related field or equivalent work experience, and/or 5 to 7 years of experience in Banking applications or technical support environment
Knowledge of BPPM, Patrol, BBSA, BAO, or any other configuration management tools (Tivoli, HP etc.) plus Service Modelling is an asset
Demonstrates solid knowledge in terms of Problem Management, Change Management, Implementation Processes, Configuration and Release Management
Demonstrates solid interpersonal skills
Ability to prioritize effectively and multi-task

Senior Support Analyst Resume Examples & Samples

Demonstrates understanding of the fundamentals of programming concepts, interpreting technical specifications and development standards
Understands effects of IT Architecture on performance
Provide hands on production support to General Ledger and finance systems
Identifying problems, crafting and aiding in implementing the solutions, and providing continuing support
Industrialising the different processes
Dealing with support issues from Level 1 team, including complex user and monitoring support queries, with as minimal as possible issues to L3 teams
Work as senior support analyst to provide hands on support to financial systems and its interfaces
To provide user query support and monitoring support queries, with as minimal as possible critical issues to development teams
To create, update, amend relevant production support documentation
To provide weekend support related activities in partnership with other team members
To deploy code/configuration change/releases into the pre & production environment
The duties of Senior Support Analysts can be broken into four distinct categories: prevention; correction; adaptation; and perfection
Be a stand out colleague
6 � 8 years of working experience
Informatica/ETL
Unix/Linux skills including Shell/Perl scripting
Basic knowledge of programming languages � JAVA or C++ will be plus
Knowledge of the Financial Services Industry
Knowledge of scheduling tools � Autosys & cron
Hands-on experience of using tools such as Remedy or Service Now - Desirable
Work Experience in Business Objects will be plus
Hands on support knowledge of Ledger system will be a plus

Senior Support Analyst Resume Examples & Samples

Providing on-site desk-aligned application support to business users on the HK trading floor
Day-to-day support and monitoring of the various Cash Equities systems used by front-office and middle-office users
Coordinating with different internal teams and/or external parties to conduct and manage special events such as BCP tests, infrastructure change weekends, data centre maintenance, special trading days or exchange-mandated market rehearsals
Partner across the organisation to establish / review procedures, standards, systems and processes that enhance the client support experience
Solid experience in Level 2 production support in Cash Equities
Good communicator with business users as well as technical IT people
Must have a strong focus on ownership of issues and commitment to resolving them
Self-driven, highly motivated and have very high standards concerning quality of service delivered and attention to detail, where they lead by example and expect the same behaviour of other colleagues
Good problem solving and diagnostic skills
Ability to work under pressure and manage multiple, concurrent / conflicting priorities
Excellent English writing and communication skills

Senior Support Analyst Resume Examples & Samples

Creates functional specifications (description of the interaction between the systems and its actors as well as the data) by conducting detailed systems and data analysis to determine what needs to be done in terms of system modifications/enhancements
Conduct detailed impact assessments/regression analysis on the delivery of enhanced functionality and break/fix solutions
Work with project managers, developers and (where applicable) business analysts to ensure the delivered solution matches the agreed and documented requirements, ensuring a process is set up to deal with changing requirements and priorities
Ensure that business requirements are effectively translated into detailed functional specifications from which appropriate business systems can be implemented or existing systems enhanced
Support the creation of technical specifications
Review test scripts and other test deliverables as required
Work with key users / user groups to determine the impact of proposed changes in systems and to ensure solutions stay in line with business needs
Contribute to the selection of appropriate development standards, methods and tools, which are consistent with agreed standards set out by the IT architecture
Ensure traceability of requirements as appropriate
Provide technical third line support where required, documenting all actions required to resolve faults
Provide user support as per agreed on-call policies and procedures for the Production Support teams
Ensure vendor performance and adherence to contracted SLA’s
Demonstrates mastery of business systems analysis tasks for difficult and complex business processes
Demonstrates ability to lead activities required to complete business systems analysis phase and technical specification
Develops deep knowledge of multiple applications within the production portfolio
Supports activities required to complete business systems analysis phase and technical specification
Capable of conducting feasibility studies and cost benefit analyses
Experience documenting the functional specifications of a solution with experience presenting solutions to the user and other management groups
Demonstrates understanding of the structure, relationships and use of information within an organization
Demonstrates an awareness of the uses of IT within the broadcast and television industry
Demonstrates ability to estimate costs for IT components
1 year demonstrated experience leveraging ITIL or other service management methodologies
Previous experience managing publishing financial applications or environments
Previous knowledge working in an IT ticketing system (HP Service Manager, CA Service Desk, Remedy, Service Now etc.)
Excellent interpersonal and relationship building skills
Customer and quality service oriented
Strong negotiation and mediation skills; needs to demonstrate the ability to build consensus and support from the IT organization on the solutions being proposed
Demonstrated ability to complete assignments with speed, accuracy, and quality
Excellent verbal and written communications skills communication skills, able to articulate complex ideas in succinct, business terms without the use of technical jargon
Demonstrated ability to prioritize work assignments and to focus on the highest priority issues
Previous work experience with SQL query tools
Previous work experience or knowledge of publishing systems
Experience or previous job history as a Business Analyst or Software Developer
Previous work experience with UNIX (Solaris, AIX, Linux) or Microsoft Windows system administration
Microstrategy analytics and or other business intelligence tools
Bachelor’s degree in a technology or business related field and/or equivalent experience

Senior Support Analyst Resume Examples & Samples

Must have a minimum of 5 years of hands on technical working experience working with Systems & Network Administration
Must have strong communication (verbal/written/presentation) skills in English and spanish if bilingual
Must have at least 3 years of hands-on technical working experience supporting (testing/troubleshooting/maintaining) Windows 2003/2008/2008R2/2013 servers; Windows XP/7/8 operating systems
Working knowledge of MS IIS & MS SQL Server
Must have working knowledge of WAN environments
Must have knowledge of Routers & Switches with a preference towards Cisco
Knowledge of Riverbed® devices is an asset
Knowledge of managing/troubleshooting Blackberry Enterprise Server (BES 10) & iPhone/iPads is an asset
Self-disciplined and quick learner with positive good attitude
Good documentation skills and attention to details on administrative tasks
Organize and able to work as part of team in corporate environment

Apps Senior Support Analyst Flexcube Core Banking & Loans Resume Examples & Samples

May include providing cover on bank holidays on a rotational basis and on-call support on a rotational basis
Expert on UNIX Shell Scripting
Expert on Oracle SQL Queries and optimizations
ITIL Best Practices
Oracle Flexcube
Working in a global team with multiple vendors in different time-zones

Senior Support Analyst Resume Examples & Samples

Provide technical application support to existing in-house systems and 3rd party applications
Resolve support issues
Documenting requirements and solutions to support issues
Assist in requirements and technical specifications for small enhancements
Prioritize tasks and manage own time
Escalate issues appropriately
Work closely with the vendor, business users and technical support teams
Minimum 5 years experience in the Finance industry required; managed funds applications experience preferred
Experience in supporting business critical applications and in the ITIL framework
DevOps and cloud experience
Strong client service focus and attention to detail
Ability to deliver timely and accurate solutions in a high pressure environment
Ability to investigate issues independently and propose solutions

Senior Support Analyst Resume Examples & Samples

Senior Application Support Analyst functionally reporting to the Application support Lead - take responsibility for
Help drive continuous improvements in service to avoid customer impact and improve user/customer experience
Maintain a proactive presence in providing help and guidance to Business operations as well as internal team
Act as point of contact for the resolution of operational issues
Ensure daily checks and alerting and monitoring is in place to ensure adherence to SLAs
As directed by Application Support manager, participate in project/change activities relating to the application(s) under support, including (but not restricted to)
Experience in application support lifecycle and handling various aspects of it
Experience in applying programming and scripting concepts to resolve issues and improve services
Effective team player and strong interpersonal skills

Senior Support Analyst Resume Examples & Samples

Providing 24x7 live system support (as per rotation shared with the team)
3+ years’ experience with Incident and Problem Management in a support role
2+ years’ experience with Perl scripting
2+ years’ experience with Unix / Linux shell scripting and basic commands
2+ years’ experience with Core java, J2EE and web based technologies
2+ years’ experience with database languages such as PL/SQL, MySQL, Oracle
2+ years’ experience with Java-Script, JQuery, Coffee Scripts, HTML, CSS
Service Now (HP)
Knowledge of Chef and New Relic and/or AppDynamics
Knowledge of Agile development methodologies
Devops exposure

Senior Support Analyst Resume Examples & Samples

Responsible for defining, planning, and monitoring all support activities for IT applications including troubleshooting, performance monitoring, requirements gathering, problem analysis, support analytics, and end-user training
Accountable for identifying and mitigating risks to the service delivery and proactively address and resolve issues before they impact service levels
Act as a peer group leader and mentor, to help improve team performance and quality of support deliverables
Serve as an escalation point for difficult problems and complex inquiries
Review test scripts and other test deliverables, as required
At least 5 years of experience in application support or service operations in a large enterprise environment
Working knowledge of relational databases (Oracle, Microsoft SQL Server) and experience writing and debugging complex SQL queries
Needs to demonstrate the ability to build consensus and support from the IT organization on the solutions being proposed
ITIL Advanced training or certification
Six Sigma training or certification

Senior 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

Senior Support Analyst Equities Cash Front Office Resume Examples & Samples

You will to be responsible for all aspects of incident resolution including impact analysis, root cause identification, effective communication with affected users and escalation to senior management
You will be responsible for working on new development initiatives, providing support and monitoring requirements, documenting support procedures and training your colleges on new functionality
You will be responsible for implementing improvements to support procedures, work with developers to improve support tools and business analysts and project managers to identify improvements to business applications
As senior support analyst , you would be responsible for running problem management stack reviews with the various stakeholders

Senior Support Analyst Resume Examples & Samples

Is accountable for the planning, evaluation, and implementation of high quality change for all supported systems
Completes complex updates and maintenance activities to supported products with departmental procedures and standards in order to keep the systems optimized
Completes testing, evaluation and implementation of complex products, including new products, software packages, operating systems and facilities to ensure System stability
Provides ongoing 24/7 support of related products or service to ensure minimal impacts/avoid outages to the production systems
Prepares detailed and highly procedural documentation used for internal tracking, reporting outside of the department, and/or project teams’ procedures
Completes problem analysis and resolution for medium to high impacting service issues
Participates in project related activities (larger/more critical initiatives)
Identifies opportunities, develops alternatives and makes recommendations to the EI Department Manager/Executive for improvement to existing processes at both the customer and department level
Keeps abreast of technology trends and recommends alternative approaches and solutions to initiatives and challenges
Acts a role model to influence and encourage others to understand and follow established policies and procedures
Assists in testing and verification of security controls in new or upgraded products
Possesses a university degree/college diploma in related field or equivalent work experience, and/or 5 to 7 years experience in Banking applications or technical support environment
Demonstrates solid knowledge of supported systems and products
Displays applied knowledge and understanding in various industrial best practices and standards, e.g. ITIL, ISO

Senior Support Analyst Resume Examples & Samples

Is accountable for the planning, evaluation, and implementation of high quality change for all supported Bank systems
Ordering of appropriate Computer hardware for Branch installations / relocations
Demonstrates “Being BMO” at all times
Demonstrates solid knowledge in terms of Problem Management, Change Management, and Implementation Processes

Senior Support Analyst Resume Examples & Samples

Project level Experience in UNIX, VB Domain
Good understanding of the Card Industry
Exposure to tools like Service Now
Basic understanding of Mainframe domain would be added advantage

Senior Support Analyst Retail / POS Resume Examples & Samples

Bachelor’s degree and/or equivalent experience with relevant technology
4 to 6 years equivalent experience with relevant technology
Demonstrated experience with a systems development life cycle
Experience supporting application systems; retail systems is ideal
Strong VB and power shell scripting skills including design, develop and test
Strong technical documentation skills
Must be available to work flexible hours that will include early mornings, nights and weekends
Must be available to provide onsite support coverage at various Tiffany locations
Required to provide after-hours support or “on call support” on a rotation

Senior Support Analyst Resume Examples & Samples

Manage escalations and coordinate support across required shared services
Ability to deal with time sensitive issues in support of critical service level commitments
Perform root cause analysis and follow up on any production impacts
Lead production readiness reviews and validate the supportability of changes prior to introduction into production
Create and maintain support documentation and procedures
Maintain effective relationships across infrastructure, development, and other shared services teams
Bachelor's degree in computer science or a related discipline, or equivalent work experience required
6-8 years of experience in supporting mission critical applications
Linux / Unix command line and shell scripting
Experience with issue and defect management systems such as JIRA and ALM
Familiarity with source control systems including SVN or Git
Oracle and/or Vertica database and SQL experience a plus
Big Data, Data Warehouse, and/or ETL experience a plus

Apps Senior Support Analyst Flexcube Core Banking & Loans Resume Examples & Samples

Responsibility for volume, quality, timeliness of end results and shared responsibility for planning
Work with multiple teams to find best available solution
Significant impact by influencing decisions through advice, counsel and/or facilitating services to others in area of specialization
5+ years professional experience managing team or 6-8+ years experience as professional individual contributor
Respective technology/platform skills

RTB Senior Support Analyst Resume Examples & Samples

Front line support to the business and other IT teams across the Instrument and Price suite of applications
Participation in BCM test activities including Disaster Recovery Tests
Uphold and champion policies, procedures and standards

Senior Support Analyst Resume Examples & Samples

Monitoring and supporting the running of main Institutional IT Systems and satellites
To have a strong Customer Focus in order to provide a professional support service to both internal and external cliental
To assist with the streamlining of the support area i.e. suggesting where procedures can be improved without the introduction of risk
Willingness to take a flexible approach to working hours to meet the demands of the team. Will be required to work shift work
Adherence to documented procedural standards
Maintain Knowledge base and share experience with Global support team members and the Global IT depts as appropriate
Escalate issues which cannot be resolved by the Analyst, in a timely manner
Fully responsible for delivery of key feeds within the agreed SLA
Use business and application knowledge to investigate issues raised and assist in the production of Incident reports, which form part of the shift handover
Measure and identify areas for improving Quality and overall Delivery

Fixed Income Senior Support Analyst Associate Resume Examples & Samples

Support the trading business, maintaining daily contact with Front Office users. Monitoring of the technical and functional indicators of client trading tools
Ability to prioritise and influence
“Problem solving” mindset and solution-enabler capacities
Very reactive, be able to work with users and solve their problems quickly under stressful situations
Ability to lead by example and make decisions
Understanding of operational risk assessment
Support the users in every encountered problem
Good communication, speaking as well as in writing
Take initiatives within and out his domain of expertise
ITIL Foundation v3 certified
Demonstration of leadership qualities to take a team through its daily duties
Basic knowledge of SQL in various environments
Comfortable with UNIX and WINDOWS environments
Knowledge of ION MMI and sysadmin
Geneos
Scripting
Tibco
FIX messaging
Network

Senior Support Analyst Resume Examples & Samples

Be able to work on environment setup and troubleshooting
Liaise with Infrastructure team to ensure proper system configurations
Responsible for general database support like daily system health check, backup, restore, statistics, troubleshooting and other admin tasks
Manage release and deployment activities for Integration and qualification environments. Trouble-shoot and correct bugs/issues that are raised during installation
Manage housekeeping, upgrades, installation, system backup/restore & adherence to DR plans in order to ensure smooth functioning of existing systems
Manage UNIX scripts for dev life cycle (compilation, packaging, release etc.)
Work to fine tune the system related to system performance
Address risks on planning related to status of test environments
B.E / MCA
4 – 6 years
Understanding & working experience in Unix & LINUX OS
Ability to navigate, identify and fix issues in back end servers hosting database/web-app

Senior Support Analyst Resume Examples & Samples

Identify the impact of outside influences on a product's behavior
Understand behaviors in multiple situations and offer assistance to customers regarding product set up, expectations for product functionality and performance, etc., when new variables are introduced
Demonstrate a high degree of vendor knowledge and technical proficiency during problem resolution
Exhibit a comprehensive understanding of multiple product inter-relationships and the architecture and infrastructure of the client middle tier and server software and any peripheral products
Perform in-depth research and creative problem analysis and execute advanced troubleshooting procedures to resolve complex issues
Lead the recreation process for issues, including the installation of server and desktop operation systems and third-party software
Identify and address issues; they recognize the customer-base impact and severity of issues
Review, write, and analyze query statements
Identify areas for improving system and/or network performance
Interpret application logs and/or traces for multiple products and/or architecture components to assist in the identification of problems
Assist in on-site customer installations for desktop, peripheral, and server applications and third-party products
Assist in customer product implementations. Principal Support Analysts serve as a resource and point of escalation for complex issues or situations and may act in a project leadership capacity for smaller-scaled projects
Work collaboratively with customers and/or developers through problem resolution. Principal Support Analysts coach less experienced analysts in product competencies

Senior Support Analyst Resume Examples & Samples

Demonstrate a general understanding of architecture and infrastructure for client middle tier and server software as well as any peripheral products. Provide more advanced technical and business support to customers, typically achieving a high first-call resolution rate
Exhibit a high degree of accuracy and proficiency in problem identification and diagnosis for most working situations, including those that present a moderate degree of complexity
Recreate issues. They may install and uninstall desktop and server based applications
Recognize the customer-base impact and severity of an issue (e.g., isolated vs. global issue)
Use independent judgment for problem escalation on more complex issues or situations
Interpret application logs and/or traces for multiple products and/or architecture components
Uses third-party software and operating system logs and/or traces to assist in the identification of problems
Coach less experienced analysts in basic procedures

Senior Support Analyst Resume Examples & Samples

Manage large, cross-divisional teams during major technology incidents with a goal of restoring service as quickly as possible
Ensure that the appropriate technical resources are engaged in a timely manner
Direct all recovery team activities in the most efficient and logical manner possible
Provide clear, concise, and regular communication to management and executives detailing the progress of the restoration efforts
Determine and communicate exact business impacts resulting from the incident
Escalate more critical incident in appropriately and in a timely manner
Lead Root Cause Analysis, Post Major Incident Review, and Service Improvement Team meetings
Track and report on outstanding risks to all supported environments
Assist senior management in developing strategies to improve systems availability and mitigate risks to service levels
Exceptional written and verbal communication skills, including strong skills in preparing written reports and presentations
4-5 years’ experience in the IT industry
Excellent analytical and troubleshooting skills
Ability to communicate complex technical issues to a non-technical audience
Excellent relationship management skills
Conflict resolution and negotiation skills
Strong knowledge of a wide variety of technologies, including server, mainframe, and network, hardware and software
Strong knowledge of Line of Business (LOB) organizations, and business applications
Broad knowledge of processes within the support and development organizations
Ability to work effectively in high-stress and crisis situations
Ability to manage numerous complex activities
University/College credentials in related disciplines(s), or equivalent business and technical experience

Front Office Risk & Research IT Senior Support Analyst Resume Examples & Samples

Follow ITIL Application Support methodology to carry out incident and system change management procedures, manage and track daily production problems; ensure effective and timely resolution and communications to the client; coordinate with developer teams to report and follow through bug fixing
Minimize failures and ensure adequate performance and operation of the systems by continuously monitoring the performance⁄ operation, quickly diagnose and address any problems
Bring together Operations, IT and Infrastructure teams during critical incidents and for preventative action planning
Receive, transduce, and coordinate business requests to development and other IT teams in Hong Kong as well as Paris, London and New York sites
Conduct system Quality Assurance Testing and assist in User Acceptance test; perform deployment or upgrade of mission critical applications and systems
Be responsible for technical configuration and implementation on data interface file for system integration to and from the Equity Research workflow and distribution system
Provide system and process documentation
Adhere to document procedural standards
Shift duty, weekend and holiday work are required
Research IT(MDD): GO, Python, Linux
Risk & PnL: Javascript, Excel VBA, Python, Windows Server
3-5 years’ experience supporting a financial workplace environment. Solid experience on application support for equities business
Strong equity derivative product and valuation knowledge
Technical understanding of database, network and RT market data systems

Etrading Senior Support Analyst Resume Examples & Samples

Be responsible for the trading applications and market access support of Equities & Derivatives Trading for (Cash Equity, Warrant, Future & Options) on various APAC markets in Windows/Linux platform
Required to support internal clients, troubleshoot and diagnose functional and technical issues in the production environment
Management and tracking of daily production problems and user request; ensure effective and timely resolution and communications to the client; report bugs back to local / overseas development teams
Be responsible for handling business-driven or exchange-driven projects
Conduct system Quality Assurance testing, perform deployment or upgrade of mission critical trading applications and systems
Ensure adequate performance and operation of the systems - monitor the performance ⁄ operation, diagnose and address any problems
Follow ITIL Application Support methodology to carry out incident escalation and system change management procedures
Provide system and process documentation
Morning / Lunch shift duty, weekend and holiday work are required
University qualification with IT Major

Senior Support Analyst Resume Examples & Samples

Graduate in any discipline (Computer Science preferred) from a reputed university. MBA would be an added advantage
Work experience should be 5 to 7 years and should have worked on Production Support of Application
Candidate must be willing to work in Night Shifts (One week in every 5 weeks)

Production Senior Support Analyst Resume Examples & Samples

Upward of 5 years relevant Production Support/Development
Knowledge/prior experience of Windows NT, Windows GUI trading frontends
Knowledge and prior experience of US market regulatory requirements
Knowledge of algorithmic trading basics and FIX protocol
Track record of partnership and proactive support
Ability to provide leadership and mentoring to junior members of team
Exposure to Problem, Change Management

Senior Support Analyst Resume Examples & Samples

Minimum of 3-4 years’ experience supporting Microsoft Windows Server (versions 2008, 2012 R2) including installation/configuration/administration/maintenance
Minimum of 3-4 years’ experience supporting Microsoft Windows clustering technologies
Extensive experience with NTFS file level permissions
Experience supporting Windows print spoolers
Experience managing the daily backup process ( TSM and Avamar)
Experience managing DR replication utilizing Double-Take and/or DFSR
Experience supporting Microsoft Windows Hyper-V (versions 2008, 2012 R2)
Experience supporting enterprise server hardware including blade/rack/Standalone servers from HP and Dell, Storage from HP, HDS and EMC
Solid knowledge of ITIL processes including Incident, Problem and Change Management
Demonstrates sound knowledge of relevant technology infrastructure (supported platforms, operating systems and network components)
Possesses a university degree/college diploma in a related field or equivalent work experience. Five to seven years’ experience working in a technical support environment within a complex 24/7 environment
Microsoft Windows clustering technologies
Microsoft Windows Hyper-V (versions 2008, 2012)
Windows NTFS file level permissions
Windows print spoolers
DR replication utilizing Double-Take and/or DFSR
Supporting HP and Dell enterprise server hardware including blades and rack mounted servers (including firmware updates)
Demonstrates solid knowledge in terms of Incident\Chang\Problem management
Maintains a sound understanding of emerging technologies, tools and scripting languages

Senior Support Analyst Resume Examples & Samples

Translate business needs into actionable documentation / specifications, including use case scenarios, models and conceptual design diagrams to support iterative development
Analyze and revise existing functional and technical documentation
Participate in developer led code reviews & documentation
Work with Agile / SCRUM methodology
Work with offshore teams
Effectively communicate with IT and business stakeholders with varying levels of authority and responsibility
5+ years of enterprise production support experience
3+ years of basic knowledge of SQL
3+ years of Windows Server Administration experience, Version 2008+
SQL Server Administration experience, Version 2008+
Infrastructure knowledge
Microsoft Office Suite experience
Availability to work outside of standard business hours during emergencies or on - call rotation
Unix Server Exposure
AIX Server Exposure
C# Experience
SQL Experience
Experience with corporate job schedulers such as CA AutoSys, IBM TWS

Lawson Senior Support Analyst Resume Examples & Samples

Lawson Business Informatics/Health Care Analytics (HCA)
Crystal Reports (Business Objects)
Process Flows (PFI v 9.0.1) and/or Infor Process Administration (IPA v 10)
Maintain a customer-centric focus when performing functions and duties
Monitors the Help Desk ticket application software, responds to calls received via home or cell phone
Gathers, reviews, and summarizes information needed to determine solutions for client application software problems
Expand refined skills to include the internals of more than one product area and externals of several product areas
AWK (Used for Unix)
DOS
Batch processing
Excel and Access
Hex editor

Senior Support Analyst Resume Examples & Samples

Incident ownership from receipt to resolution and closure
Adherence to escalation procedures and customer service level agreements
Assist in Identification and implement of short and midterm strategic plans to improve helpdesk operations
Build working relationships with other departments of Thermo Fisher Scientific Informatics, particularly the development team
Escalate incidents to Informatics Research and Development or the Helpdesk Team Leader when required
Proactively learn new technologies as well as supported products
Involvement in PPI projects
Be prepared to visit customers for on-site relationship building or troubleshooting
Act as the Thermo Fisher Scientific customer ambassador
May be required to travel nationally and internationally
Communicate with customers in a professional and courteous manner
Provide technical solutions to incidents wherever possible
Be an expert in at least one Informatics product
Work closely with the Helpdesk Team Leader and the EMEA Customer Services Manager to be aware of current standard and custom service levels
BS in Computer Science, Mathematics, Life Sciences or related field
Must have a sound working knowledge of Operating systems (e.g. Windows Server 2008, 2008r2, 2012;, Win 7, Win 8)
Understanding of relational database concepts (Oracle preferred)
Programming skills in languages such as VGL, C, C, .NET, etc
Proven experience of technical support experience in the enterprise software arena
Experience as LIMS or CDS Administrator or Super User
Experience as a technical trainer (or proven ability to present technical material)
Knowledge of chromatography and its usage in a industrial laboratory setting
Knowledge of network architectures
Excellent analysis skills
Multilingual - desirable
Ability to travel if required
Ability to liaise with people at all levels, from technical experts to novice users
Organized with the ability to prioritize workload and work under pressure
Flexible team player
Previous experience providing organizational support for a CDS/LIMS product
Customer focused and committed to customer allegiance
Tenacious problem solver
Enthusiastic, positive, action orientated

Senior Support Analyst Resume Examples & Samples

Provide an escalation point for the level 1 team
Develop and manage productive relationships with key business partners & stakeholders
Ensure IT seniors and clients are kept informed of major support issues. Communicate using clear, user-friendly terminology (emails, phone & meetings)
Participate in daily meetings to prioritize all Incidents, Requests, and Problem tickets
Contribute to and help maintain system support documentation for all supported applications, and ensure it is included as part of Project handover
Carryout enhancement work on supported applications from time to time; business analysis tasks, development, testing, quality assurance, and implementation in accordance with the IT development life cycle
Maintain a Continuous Improvement (CI) culture at the forefront of all activities
Minimum 5 years’ experience in an application support, development, or analyst role
Demonstrated experience in a fast-paced support environment
Strong interpersonal skills necessary to interact effectively with a variety of individuals at all levels of the organization is required
Must demonstrate a strong customer focused attitude and understand the fundamentals of customer service
Capable of communicating and negotiating effectively with all levels of user; and ability to manage conflict
Flexible with shift patterns – ability to work later should a major incident arise
Ability to analyze requirements / problems, and to propose innovative but workable solutions
Ability to work in a multi-location, team based environment
Experience in the Financial Services industry is a plus

ETL Senior Support Analyst Resume Examples & Samples

Provide end to end support for all ETL processes and systems. Function as a primary point of contact for any ETL support requests
Single point contact for ETL support queue, responsible for quick incident / request analysis and redirecting the same to respective support group for closure. Primary responsible for work assignment and closure tracking
Collaborate and resolve technical ETL related issues with business and technical teams
Collaborate with developers and business analyst to identify ETL CIs and performance opportunities
Work with ETL architects on capacity / demand management
Work with ETL architects and leverage DAC for task scheduling , workflow management and maintenance activities
Collaborate with application owners address any data quality concerns/issues
Identify and address any ETL architectural standards issues with Development manager
Drive problem management for repetitive issues across ETL platform
Enhance and maintain ETL support processes and documentation. Maintain the integrity of the ETL environments
Enhance ETL proactive monitoring
DAC
Oracle OBIEE
Oracle OBIA
Capacity Planning
Bachelor’s degree from an accredited institution required
Minimum 2 yrs within ETL integration ( Informatica PowerCenter )
Working knowledge of supporting Informatica applications
Knowledge of BI concepts including ETL, data warehousing, reporting and related tools
Knowledge of Oracle Business Intelligence Enterprise Edition (OBIEE) analytical application
2+ years’ experience working within global teams , good communications skills
Preferred, Experience working with Enterprise Oracle OBIEE platforms

Intellimatch Support / Senior Support Analyst Resume Examples & Samples

3 – 5 year of experience in Intellimatch application support OR should have more than 4 years of experience in Fixed
Good Interpersonal communication skills
Performance oriented and continuing to deliver within stressful situations

Senior Support Analyst Resume Examples & Samples

Exposure to support of Axway CFT gateway and Sentinel
Exposure to supporting web applications and file transfer applications
Exposure to support for card acquisition applications and Experian Transact SM will be preferred
ITIL, incident/problem/change management
Ability to have technical conversations with senior stakeholders and provide inputs/explanations when needed
Consistent internal customer focus in a demanding

KDP Senior Support Analyst NA Resume Examples & Samples

Address and resolve customer issues by phone and email by fully owning every contact to resolution including interdepartmental communication
Investigate payment issues using Oracle (OFA)
Review Community chat boards and report abuse as needed
Contribute to a positive team environment
1+ years’ experience in a Customer Service environment
Proficiency in Microsoft Outlook and MS Office Tools
Ability to navigate multiple computer systems, platforms and multitask
Demonstrated de-escalation skills
Demonstrated ability to act as a creative and analytical problem solver with a passion for excellent customer service
Mastery of a Third Language (Italian, Portuguese etc)

Senior Support Analyst Resume Examples & Samples

Develop and maintain technical documentation for Application Support
Conduct thorough system analysis
Provide off-hours and / or escalated support through participation in rotating coverage 24 hours a day, 7 days a week
Familiarity with a general Software Development Lifecycle
Minimum of six years of experience in Incident Management and Problem Management
A solid understanding of ITIL concepts
Ability to act as an Incident Manager and drive toward incident resolution
Experience in root cause analysis efforts for Problem Management
Some coding and / or support experience
Some functional experience
Experience in software and development tools used by Covance
Ability to enhance/develop new processes/standards
Ability to multi task and prioritize their own work and assignments based on business need
Able to work independently and in small to medium size teams
Ability to communicate to effectively with multiple areas in IT and the business and provide recommendations for technical solutions

Risk-risk Application Senior Support Analyst Resume Examples & Samples

Good experience Linux Support and administration
Good experience in scripting, shell or perl to be preferred
Adequate experience in SQL, especially creation and execution of DML statements
Previous experience in dealing with Java-based applications
Very good communication both verbal and written
Very good problem-solving and logical thinking
Process-oriented
Innovation/Out-of-the-box thinking
Support

AS GMI Senior Support Analyst Resume Examples & Samples

Programming, development and support
Develop and support new and existing AS400 applications
Liaise with users, vendors and customers on business development and detailed specifications
Adhere to the quality assurance, testing and IT change management procedures for application development
GMI Liaison/Business Analyst
GMI CSB notice review; determine need to implement and planning; schedule installs
GMI Software Distribution testing and implementation
Assist users with defining requirement needs, etc. for requests for enhancements, defects/bugs and new feature requests
Daytime and On-Call/After Hours Support
Daytime GMI application support
Available after hours and weekends for GMI application support
Trouble shoot and document GMI AS400 application problems
Business Analyst experience
Advance experience of MS Office including Excel, Access and Project

Senior Support Analyst Resume Examples & Samples

Ability to understand the production incident, troubleshoot and provide timely solution
Ability to work on multiple incident/service tracking tools for the complete lifecycle management of incidents and service tickets
Ability to manage multiple high priority initiatives in a fast paced environments
Ability to work with Level 1 & Level 2 Support Team in seamless manner
Perform staff scheduling to ensure Level 1 support during normal business hours and on-call supports
Interface with users employing a high degree of diplomacy
Ensure daily, weekly and monthly statistics and status reports are completed
Meet goals and KPIs as set by the department manager

Senior Support Analyst Resume Examples & Samples

Ongoing liaison with Barclaycard C&C, BIM’s/MIM’s to manage escalated incidents
Transitioning changes successfully in production
Strong technical knowledge in Java / SQL / Unix and hands-on experience is must

Senior Support Analyst Resume Examples & Samples

Researches and leads lower level Support Analyst(s) and cross-functional teams in the analysis, root cause determination and requirements evaluation for IT related problems/issues
Leads various department projects; assists in integrating specialty hardware, software, and scripting functionality to resolve and or enhance the unit’s computing environment
Provides a comprehensive knowledge base and technical expertise for incident management, problem resolution and training
Reviews, analyzes and develops information technology systems to increase accuracy, minimize downtime and improve speed of service
Follows standard/established operating procedures; keeps accurate record of problems/issues and their resolution following established protocol and using the defined tracking software; observes appropriate operating policies, processes and services
Works on the most complex problems in which analysis of situations/data requires an evaluation of intangible variables, exercises independent judgment in developing methods, techniques and evaluation criteria for obtaining results
Requires a high school diploma, G.E.D. or equivalent. Bachelor’s or Associate’s degree preferred
3-4 years previous technical call center support
Previous employment within the food service industry with areas of past expertise focusing on the day to day operations of a restaurant is preferred
A+ and N+ certifications preferred
Excellent communication, interpersonal, problem solving, and presentation skills

Global Business Operations Senior Support Analyst Resume Examples & Samples

To operate within a local team which is adaptive to technology and business change with a clear focus on a “one-team culture” globally and building an ethos of strong customer focus
And your team members/colleagues to foster a culture of continuous improvement including the automation of routine tasks and the incorporation of innovative and mobile centric capabilities including the use of analytics and self-service where appropriate
Operate within a team which is closely aligned with the business and technology delivery groups and which looks to establish a ‘Follow the Sun’ model building core competencies within the team across the various geographies
Work with other regional counterparts to establish a truly global support model in the GBO space
Establish and maintain effective relationships with key business and technology stake holders
Troubleshoot production issues and find root cause through analysis, provide resolution OR escalate the incident to appropriate support team within defined service level agreement (SLA). If escalated then drive the resolution by following-up with appropriate support teams until the resolution or recovery is provided to business
Perform routine operational tasks such as morning checks on application’s readiness for business use, health check reports, maintenance tasks etc
Regular communication to business and technology stakeholders through emails, phone, chat etc. Shift handovers to other location’s support team
Identify and drive the production changes required to bring stability to production environments; Participate in Application releases, Infrastructure changes, Preventive maintenance activities like DR role swaps
To ensure readiness and capability to rapidly recover service in a variety of disaster scenarios
To prioritise and advocate for changes to the platform to resolve problems, and drive long term operational stability, manage risk, and minimise incidents and out-of-hour callouts
To ensure continuity of application knowledge within the support organisation through guiding the team preparation of formal documentation, training materials, and support knowledge articles such as procedures and FAQs
Proven experience and domain knowledge in a middle office / back office type environment along with the systems that support this area of the business
Buy-side application support experience
Strong experience of working in a data warehousing and reporting environment
Extensive production support experience and knowledge of what is required to ensure production stability
Experience in using mobile, analytics, automation and business process management technologies within a support framework
Ability to analyse complex problems in a structured manner whilst working under pressure
Demonstrate excellent customer service, communication, and senior stakeholder management skills
Experience operating in a global environment
Experience and a good understanding of ITIL principles and concepts, i.e. Incident/Change/Problem Management
Excellent written and oral communications skills, including interaction with business staff at all levels
Customer focused – strong service ethic
Able to prioritize work. Good at time management skills
Quick responsive behaviour
Able to work on own initiative with minimal direction
Hands-on experience supporting the following technologies
Experience with ETL tools such as Informatica
Familiar with a breadth of infrastructure technologies including servers, databases, middleware, cloud and networking
Experiencing using Data Quality tools such as IDQ
Experience supporting Java / J2EE applications
Understanding of Web and emerging technologies
Operates largely independently, with some guidance on complex or difficult issues

Senior Support Analyst Resume Examples & Samples

At least 3 years of experience (industry related preferred) supporting software development life cycle
Healthcare industry knowledge is a plus
PowerSTEPP experience is strongly preferred
AS/400 or iSeries knowledge is helpful
COBOL programming experience is beneficial

IT Senior Support Analyst Resume Examples & Samples

Provide support and resolve problems to the client’s satisfaction
Monitor and respond quickly and effectively to requests logged in the ticketing system
Take ownership of problems, follow-up on status of problems, and communicate progress in a timely manner
As necessary, escalate unresolved issues to the appropriate tier 3 group
Utilize and maintain the Heitman Support Center tracking system
Assist with onboarding new users
Manage PC set-up and deployment to new users
Problem prevention
Maintain a high degree of customer service for all support calls
Analyze and identify trends and devise preventative solutions
Manage user administration on some server based applications
Responsible for all end user asset management, both hardware and software
Assist and in some instances take lead in IT related projects
5+ years of IT support experience, with 2+ years of Tier 2/3 experience
Strong Troubleshooting and Problem Solving skills
Experience with user training and documentation
Basic Active Directory administration
Strong knowledge of Windows OS’s 7/8.1/10 and Office 2013/2016
Working knowledge of Windows 10
Solid network fundamentals
Understanding of mobile device capabilities
Solid understanding of video and VOIP systems
Understanding of desktop management tool suites
Microsoft or other relevant technical certifications, and/or college degree in I.T

Senior Support Analyst Resume Examples & Samples

Problem Record/Incident Management
Be fully proficient in the required technical skills, in Informatica
Experience in any one of Unix, Mainframes, Websphere Message Broker (WMB), Teradata, Oracle, Cognos will be helpful
Resolves and/or escalates issues in a timely fashion to line manager/Support Lead

Senior Support Analyst / Developer Resume Examples & Samples

Deliver a positive, memorable and meaningful service to both internal and external customers
Be responsible for the timely and effective delivery of personally assigned objectives to agreed standards and within agreed timescales
Develop and maintain good relationship with all stakeholders and ensure they are kept informed of work in progress and involved in relevant decision making
Provide service related to supporting the second line support function for software issues raised through the IT Service Desk and assigned to you, triaging them and bringing them to a successful and timely conclusion
Diagnose application defects from exhibited symptoms; devise potential a work-around for customers and enter an in-depth technical analysis of root cause into the defect tracking system
Be responsible for the delivery of maintenance releases of software to address support issues in a timely manner and to agreed quality criteria
Participate fully in the development of processes to improve the service levels on support activities as requested – improving resolution times or quality as needed (e.g. maintain and share info on resolved issues, identify improvements to ‘support’ documentation, etc.)
Assist less experienced team members, helping them to develop the knowledge and skills necessary to perform their roles effectively
Participate in the departmental support rota providing 24hr emergency services to support and maintain the RTSM System
Maintain a positive, results orientated work environment, building partnerships and modeling teamwork, communicating to the team in an open, balanced and objective manner
Adhere to ALL standard operating procedures of Perceptive Informatics
Adhere to FDA regulations (21 CFR Part 11, GCP)
Excellent diagnostic, analytical and problem-solving skills demonstrated by a track record of being a software engineer or software support. analyst
Good interpersonal skills – building relationships and communicating with Users and Systems dept staff
Significant hands-on experience of ASP.net technology, Borland Delphi Version 7 essential
Commercial experience of delivering large projects written in C#
In-depth knowledge of SQL in Oracle and MS SQL server environment
Experience of using UML desirable
Familiar with the concepts of ITIL
Experience of working in a commercial software development environment (typically gained over at least 6 years)
Experience of providing engineering supporting for technology products, preferably Clinical products, in a commercial large scale environment

Senior Support Analyst Resume Examples & Samples

Commercial Lending experience including Loan Syndication, Origination, Administration and Trading
Knowledge of other Fixed Income Products is a plus
Performance analysis and tuning
Participation in technical strategic decisions
Liaison with other development and infrastructure teams
Liaison with the business community to understand their processes and principles
Data Analysis and coordination with IT Services for Production Support
Needs strong client facing skills
Experience with Level 3 Support, production issue investigation and resolution
Experience working with Agile Methodologies, such as Extreme Programming (XP) and Scrum
Strong analytical skills capable of working in a high pressure environment
Strong SQL / Stored Procedure experience with Oracle or Sybase
Experience with Core Java, Swing, Mockito, Spring, Groovy is desirable
Test Driven Development, Continuous Integration, Pair Programming, Automated Acceptance Tests
Other: ORM (Mybatis/Hibernate), Web Services, RMI/Servlets, Tibco, JMS, Jetty, Team City, Jira, Javascript, HTML, JQuery

Senior Support Analyst Resume Examples & Samples

Experience with Incident and Problem Management in a support role
Experience with Perl scripting
Experience with Core java, J2EE and web based technologies
Experience with database languages such as PL/SQL, MySQL, Oracle
Experience with Java-Script, JQuery, Coffee Scripts, HTML, CSS

Senior Support Analyst ERP Resume Examples & Samples

4-7 years of diversified finance/accounting and systems related experience
Experience with JD Edwards
Experience with Microsoft Navision
Strong financial systems and process background
Prior experience with management of demand (prioritization of incoming demand, assigning tasks, maintenance of metrics, etc.)
Must possess strong communication and interpersonal skills
Ability to interact with individuals of varying levels
Ability to effectively lead meetings
Customer service and team oriented individual
Ability to work independently under pressure and multi-task with time-sensitive constraints
Strong troubleshooting and problem resolution skills
Project management education or experience preferred
Demonstrated leadership experience preferred

Senior Support Analyst Resume Examples & Samples

Provide level two hardware and support technical support to all Darden restaurants
Identify, troubleshoot, and reproduce issues to determine root cause of problems and document deficiencies
Assist and collaborate with appropriate teams to prevent recurrences of incidents
Maintain active communication with all appropriate stakeholders to develop resolutions for problems and disseminate information
Advise the internal teams of procedural changes and updates to applications
Develop knowledge articles and documentation for service desk and business users
Document support procedures and system utilities according to published standards
Train and coach the IT Service Desk on systems and procedures
Develop tools, scripts, and other process automation to reduce mean time to repair
Assist in the development and distribution of software, applications, and updates
Collaborate with third party vendors to resolve hardware and software incidents
Consistently enhance skills and job knowledge by researching new internet/intranet technologies and software products and trends; reading professional publications; maintaining personal networks; participating in professional organizations
Keep abreast of the latest hardware and software developments offered by Restaurant Systems. Establish a thorough knowledge of the systems and procedures used by all concepts
Demonstrates a commitment toward meeting and exceeding the needs of our customers and consistently adheres to Customer Service standards
Proven ability to accurately diagnose, troubleshoot, and resolve a wide range of hardware and software problems
Proficiency troubleshooting Microsoft Windows client and server operating systems
Knowledge of core infrastructure services and functions (DNS, DHCP, TCP/IP, Active Directory, firewalls, etc.)
Proven ability to code, test and debug support utilities and scripts
Accurately determine when hardware service is required and place calls to service vendors describing the failure and the steps taken to determine the failure
Ability to handle multiple tasks in a fast paced environment while using sound judgment to make accurate, efficient decisions
Enter, update, and close tickets in an enterprise class incident tracking system. Update and close open tickets when the problem is resolved
Practice clear, correct verbal and written communication skills with our users and service organizations
Strong collaboration with support, development, and management teams
Maintain a good working relationship with our users and service organizations. Demonstrate a positive attitude and willingness to help our restaurants. Practice excellent customer service skills
Strong knowledge and experience in utilizing service support tools
Experience utilizing enterprise management systems to assist in remote diagnostics, problem resolutions, configurations, and software installations and upgrades
Ability to communicate and follow through on any job or task assigned in a timely and accurate manner. Keep management informed of important issues and follow proper escalation procedures
Proven ability to work effectively and achieve results in a work environment with a high rate of change
Self-starter with initiative to proactively identify and act upon opportunities without direction
Bachelor's Degree in Computer Science, Information Technology or a relevant field
Ability to work second shift 3:00pm to 12:00am
Must be flexible to work weekends
Experience interpreting and writing SQL queries
Minimum of 3+ years supporting Windows Server operating systems
Minimum of 5+ years supporting Windows client operating systems
Minimum of 5+ years supporting networks
Minimum of 2+ years supporting Java and Tomcat
Experience with support of web-enabled applications
Experience supporting Point of Sale Equipment
Knowledge of restaurant or retail business
Experience with PowerShell, SCCM, and VMs
TCP/IP, IPX, WAN/LAN protocols, serial communications, hub and router infrastructures
ITIL V3 Foundation Certification preferred

Senior Support Analyst Resume Examples & Samples

A Bachelor's Degree in Information Technology, Computer Science, Software Engineering or equivalent degree
A minimum of 3 years relevant industry experience in on-site or remote application consulting, administration or support
Excellent SQL Skills
Strong Networking experience
The ability to prioritize and manage time effectively

Senior Support Analyst Resume Examples & Samples

Work as senior support analyst to provide hands on support to Operations and settlement systems
To provide weekend support related activities on rotation basis
To deploy code/configuration change/releases into the pre & production environments
Prevention relies on ensuring that hardware changes or additional modules do not interrupt an application�s function
Correction is the continual monitoring and fixing of issues that arise, including bug fixes
Adaptation is the modification of applications to comply with new standards and new systems
Perfection is the improvement of application/infrastructure to enhance performance or reliability
Strong database knowledge � SQL/Sybase/Oracle
Prior experience of BPS (Broadridge) is strongly desirable
Hands-on IT support experience & knowledge of Middle Office systems, Settlement systems will be

Senior Support Analyst Resume Examples & Samples

Bachelors degree strongly preferred; consideration given for technical knowledge as it relates to a degree
Must have 3 years experience in information technology
Must have excellent phone, customer service and communication skills and the ability to work in a team environment
Knowledge of Microsoft products required; knowledge of networking and PC Hardware required; experience supporting Mac systems a plus; Unix experience a plus; Help Desk certification a plus

Senior Support Analyst Resume Examples & Samples

Proven hands on experience with Service Now
Experience with web services, XML, import sets, ODBC, email and other relevant technology to integrate tools with Service-Now
Experience with Business Objects and other enterprise reporting tools
Capable of supporting/debugging complex workflows with Service-Now objects, including UI configuration, ACL, Client Scripts, Script Includes, Business Rules, Graphical Workflow Editor, etc
Familiar with SQL queries
Fluency in building ad-hoc Service-Now reports and dynamic dashboards
Be able to build and maintain service catalog items and workflows
Assertive, self-motivated and collaborative
A solution-focused attitude and flexible approach
Able to effectively balance time between day-to-day support work and project-related tasks
Ability to prioritise and effectively triage issues
Service Now certification

Senior Support Analyst Resume Examples & Samples

Support Executive Team (CEO, CFO, CXO)
Support Microsoft, business and third party applications
Review open tickets daily and promptly following up on tickets
Manage and support Office 365
Solid technical and troubleshooting skills
Minimum 3 years of Executive level support experience
Minimum 7 years of experience providing technical support
2 year working knowledge of Active Directory
1 year working knowledge of Office 365
Experience creating support documentation
Outstanding customer service skills

Senior Support Analyst Senior Consultant Resume Examples & Samples

Respond to end user (client) support requests with a sense of urgency. Analyze and resolve or triage application support incidents/requests. Resolve issues in a timely manner, including changing and unit testing changes to .NET applications
Log and track incidents/requests from identification through resolution in incident management software
Communicate with resources involved in resolution to ensure incidents are resolved, requests are fulfilled, and the client communication is complete
Collaborate with application development and/or infrastructure resources to resolve incidents/requests
Document resolutions and internal procedures and update knowledgebase articles
Create a positive customer support experience and build strong relationships through engaged listening and understanding, problem solving, ensuring timely resolution or escalation, communicating promptly on progress, and maintaining a consummately professional attitude
Maintain and protect confidentiality with regards to all aspects of client information
Mentor less experienced analysts on proper standards/techniques to improve their accuracy and efficiency
Provide after hours and on-call support as needed
Provide other duties as assigned
Bachelor’s degree in computer science, computer engineering, or related field
3 years’ experience with .NET and C#
3 years’ experience writing and executing SQL queries
2 years’ experience supporting .NET applications
2 years’ experience with scripting tools such as VB or JavaScript
2 years’ experience with Visual Studio and Team Foundation Server (TFS)
5 years’ experience in frontend technologies such as Angular JS, JavaScript, html 5, CSS, and kendo
5 years’ experience in backend technologies such as SQL server , Entity framework, asp.net, .net 4.5, LINQ/SQL, and web API
Proficiency with incident tracking systems such as CA Service Desk
Proficiency maintaining knowledgebase entries
Experience working with end users (clients) to resolve their support incidents
Knowledge of the Agile Software Development Lifecycle
Working knowledge of micro services architecture and Service Bus for Windows
Ability to prioritize tasks and multi-task with the flexibility to work on multiple assignments to meet and/or exceed expectations
Ability to work successfully with onshore and offshore teams
Proficiency with MS Office suite

Package App Senior Support Analyst Resume Examples & Samples

5+ years of experience in leading a development/support team, taking ownership of multiple applications/portfolio in an ADM engagement
5+ years of working in a cross matrix /cross platform dynamic environment. Ability to understand integrations, work/process flows and work with multiple teams to drive problems to closure
3+ years of experience in developing/supporting windows/web based applications using Microsoft technologies
3 + years of experience in developing applications using Visual Basic, JAVA, JavaScript/DHTML, VBScript, HTML, XML
3+ years of experience using Oracle, SQL Server databases(Stored Procedures, Triggers, Functions, Packages, SSIS, SSRS.. and other database concepts)
2+ Years of hands-on experience using PERL, PHP, UNIX environment and UNIX/Windows/Perl scripting
At least 1+ years of hands-on experience in developing/supporting COLDFUSION web applications
Any knowledge on Gentran/EDI concepts is a plus
Any knowledge on SYSPRO ERP system is a plus
Very good troubleshooting skills and excellent communication skills
Ability to create and maintain user guides and other technical documents

Senior Support Analyst Resume Examples & Samples

BS degree in Computer Science, Engineering, Mathematics, Statistics or equivalent practical experience
4-6 years of experience administering medium- to large-scale mission-critical enterprise Oracle and database in multi-terabyte environments
Scripting experience in one of the following: Unix/Linux shell scripting

Senior Support Analyst Resume Examples & Samples

Minimum 5 + years experience in providing support on Content Management Suites (Documentum or Live Link or any similar products)
Experience In providing Administration , Support and Maintenance Activities
Experience in SQL and PL/SQL
Good at trouble Shooting and bug fixes
Flexible to work In Shifts

Senior Support Analyst Resume Examples & Samples

Solid experience of using and/or supporting: InForm, InForm Architect or Central Designer
Knowledge of clinical development processes and procedures, including related functional areas and regulations (e.g.: GCP, ICH, FDA CFR Part 11) as required
Understanding of ITIL methodologies
Serve as a point of contact for questions related to assigned functional area(s) and areas of expertise for internal and external customers/partners, as appropriate
Be responsible for evaluating the business requirements for the assigned user group(s) to ensure needed functionality and performance is delivered to the applicable systems
Possess familiarity of late-stage development information flow (e.g. pharmacokinetics, planned treatments, treatment assignment, clinical, project planning, data management, standards, publishing, regulatory, data re-use – a basic understanding of how these pieces fit together)
Be responsible for maintaining Audit/Assessment readiness and support
Possess knowledge of quality document management, computer compliance, computer system validation in a regulated environment
Display strong skills in application support (e.g. enhancements versus bugs, scheduled downtimes versus unscheduled downtimes)
Demonstrate an ability to problem solve and think outside the box, while still adhering to regulatory requirements
Ensure Data Quality standards are maintained through all system versions
Understand the system landscape and the impact of changes in downstream systems

Senior Support Analyst Resume Examples & Samples

Understand, interpret and draw conclusions from management and financial data
Prepare Project financials and accruals management reporting materials
Prepare financial and management monthly reporting
Maintain Project accounting & costs allocation
Analyze Actuals VS Forecast
Manage Business cases
Maintain accurate program/project plans, resources planning
Update resource actuals/ forecasts and monthly reconciliation
Support and coordinate project management tasks (Quality Control checks, RAID & RAG Reporting)
Support ad-hoc clean-up and bulk modification requests in SharePoint database
Assure initial quality on received data inputs based on given guidelines
Prepare executive status summary and pack
Support Project Managers at Project, Program and Portfolio project admin tasks and deliverables
Track Milestones and KPIs
Previous experience of project monitoring and understanding of the all project stages
Strong analytical mindset and attention to details
Technical background/experience with working in IT environment will be an asset
Experience in working with data sources and building reports
Experienced in various financial/KPI analysis and reporting
Experience working in multinational companies
Excellent attention to details, accuracy and analytical mindset
Ability to learn quickly new terminology

Senior Support Analyst Resume Examples & Samples

Must have overall idea about the process of cross-functional teams such as Development, QA, PM, DBA, System engineers, etc
Identify the potential issues in order to get reactive actions on them
Ability work under pressure but work independently with minimal supervision
Bachelor’s Degree in Computer Science or relevant qualification
Previous experience in web technologies. (ex: PHP, Golang, JS, mysql, Elasticsearch, Memcached, GIT, Shell commands, SOA, IT infrastructure, etc.)
Work with multiple repositories uses different technologies
Must be willing to work in night shift/weekends/holidays as needed as this is a 24x7 operation team

Senior Support Analyst Resume Examples & Samples

Understand the various phases of the software development lifecycle
Undertake impact assessment of change requests against applications / products within domain
Working as part of scrum teams, deliver technical stories within sprint cycles
Responsible for story based design, development & local test and adherence to all coding standards
Responsible for high quality code that achieves consistent SQALE A rating with no technical debt within SonarQube
Contribute strongly to all agile ceremonies (planning / stand-ups / retro etc.) to ensure high velocity is maintained
Document all work in accordance with agreed standards, and with re-use in mind
Report progress against assigned activities in a timely manner
Must have experience of working in an IT project environment preferably in banking and financial sector
Must have excellent hands on experience on Java, spring, web service, OO design and related technologies
Good working knowledge of client side development (JS, JQuery, Angular, Ajax etc.)
Knowledge of tools like SonarQube, Jenkins, Jprofiler, Maven, Gradle, GIT/Perforce, RAD/Eclipse etc
Knowledge of SQL, Major RDBMS (e.g. Oracle)
Exposure to Agile & TDD methodologies (beneficial to also have experience of BDD)
Ability to work with an existing body of code (maintenance, feature additions, debugging, etc)
Knowledge of Change, Incident and Problem Management process

Senior Support Analyst Resume Examples & Samples

Provide L2/L3 Support, with 24/7 on-call support
Liaise with other application supports and internal/external business and technical partners
Timely escalation of critical issues and proactively identify patterns of recurring issues to improve production
Problem resolution and conduct root cause analysis and establish processes that will help incident prevention
Minimum of 3-4 years Application Support experience with a strong focus on Linux and database experience
Experiences in big data and Hadoop is preferred
Strong communication skills in English (written and spoken)

Senior Support Analyst Resume Examples & Samples

Acting as a point of escalation for support calls, undertaking investigations and taking ownership when required
Understanding and when applicable, applying principles of problem management
Seen as a mentor figure within the team, with ability to stand in for the team leader and provide training for new joiners to the team
Develop and support knowledge libraries, as well as documenting and sharing knowledge within the department and company as a whole
Provide remote and online and, when required, on-site support to internal and external customers
Provision of excellent customer services. Contributes independently, dealing with day-to-day operational problems occurring within own area and using own judgement and autonomy to solve problems
Any other duties as reasonably required
Working in an area of some complexity, using professional knowledge to deliver results
Possesses and applies a good understanding of principles and concepts in own specialist area, with a general understanding of other specialisms
May have professional accreditation
Need to develop understanding of how to use systems applicable to the role
SME level application knowledge in LexisNexis InterAction
Strong track record of managing and querying SQL Server databases
ITIL Foundation Certification desirable
Microsoft Exchange and O365 experience
Experience working with VMWare

Senior Support Analyst Resume Examples & Samples

Design, architect, and build databases based application systems from business requirements to planning and deploying test and production systems that are completely available and highly scalable
Automate and perfect operational DBA duties which will include installation, database upgrades, patching, environment cloning, implementing backup/recovery and monitoring procedures, capacity planning and site failover/switchover
Interface with clients, network, and hardware and system operations teams to resolve problems with application/database systems in a timely manner
Follow change management process and participate in related meetings
Responsible for managing Development, Test, QA and Production databases and implementing future SQL Server enhancements to meet the business needs of the end users
Monitor database health - availability, reliability, performance, capacity planning, server clustering, replication, re-indexing. Tune system to ensure maximum system efficiency and 100% system availability. Resolve any problems that arise with the database
Develop, manage and test back-up and recovery plans and procedures during bi-annual Disaster Recovery exercise
Responsible for implementation and release of database changes as requested by the application team
Configure and maintain DR/COB solutions like Logshipping/Mirroring/AlwaysOn ; proficient in replication : Snapshot/Transactional/Merge ; Experience in installation and maintenance of SQL Server Clusters and Always On Clusters
Create and maintain database/application architecture and standards following Microsoft Best practices for physical structures, logical databases, user management
Act as a database project leader for critical, time driven, visible projects, if needed
Integrate/collaborate with application development and support teams on various IT projects
Provide thought leadership and assist in setting strategic direction for Database, infrastructure and technology
Provide off hours support and maintenance as required, part of the 24x7 operations support on call rotations as needed
BS degree in Computer Science, Engineering, Mathematics, Statistics
Min 7 years of experience administering medium- to large-scale mission-critical enterprise SQL Server databases
Expert level knowledge on latest versions of SQL Server database (2012 and above),including troubleshooting and fixing performance issues, replication, backup/restore etc
Good understanding of Microsoft operating systems as needed to manage SQL Server Databases
Power Shell Scripting experience
Experience with SQL Server database architecture concepts
Proficiency working with Windows platforms with concrete knowledge of system administration/internals
Ability to learn and support new application systems
Good technical expertise and communications skills, team player, and ability to work under pressure
Performing Enterprise wide Database Upgrade and Migrations projects
Hands-on experience on Database and SQL performance tuning

Oracle Senior Support Analyst Resume Examples & Samples

Manage and resolve issues logged by customers (internal and external) on Oracle products and contribute to proactive support activities according to product support strategy and model
Maintain product expertise in SOA and related data integration technologies
Work towards adopting and contributing to new processes and tools (OWC, diagnostic methodology, health checks, scripting tools, etc)
Participate in proactive knowledge activities
Work with development on product improvement programs (testing, BETA programs etc) as required
Operate within Oracle business processes and procedures
Respond and resolve customer issues within key performance Indicator targets
Operate in line with Bug Diagnosis and Escalation/Development Bug guidelines in resolution of Bug related Service Requests

Senior Support Analyst Resume Examples & Samples

Strong technical skills (Unix, SQL, excel)
Knowledge in Delta-1 equity financing products as well as stock lending business
Experience of working in front office trading environment
Knowledge of Treasury products , Cooperate Banking payment

Senior Support Analyst, E-discovery Resume Examples & Samples

Strong working knowledge of ClearWell
Knowledgeable of review tools such as Concordance or Relativity
Strong working knowledge of searching logic in search environments such as dtSearch, Lucene, and Encase eDiscovery
Strong working knowledge of conversion and data management
Working knowledge of forensics and data collection tools such as Encase
Solid understanding of Windows operating systems, Windows applications, and common PC hardware
Understanding of general network architecture, and common server hardware
Working knowledge of current data collection, storage, and chain of custody best practices
At least 3 years of experience in electronic discovery field
Strong customer focus and orientation is required

Senior Support Analyst Resume Examples & Samples

Onsite and remote technical support
Serve as an escalation point to assist and guide junior staff through the troubleshooting process
Serve as mentor to junior staff to further develop technical and soft skills
Develop and hold technical “brown bag” sessions to train the team on new technology or how to troubleshoot complex issues
Executive level support – hands on support for the company’s top leadership
Support Microsoft, Apple, business and third party applications
Vendor engagement and management
Create detailed documentation for the Support Services Help Center, both internal and external facing
Participate in an on-call rotation with the rest of the Support Services Team providing after hours and weekend support when needed (one week every few months)
Log all support requests in our ticketing system, maintain accurate and up to date notes, ensure that initial response, ongoing communication and resolution times are within established SLAs
Review open tickets daily, promptly following up on tickets that have been updated by the customer
Provide exceptional customer service in every interaction
Installation, maintenance and support of desktops, laptops, servers, networking gear and printers
Support Windows 7, 8, 10, Office 365
Minimum 2 years providing physical (onsite) desktop support
Minimum 1 year providing executive level support
1 year working knowledge of Active Directory
Solid knowledge/understanding of computer hardware, servers, basic networking

Remote M Senior Support Analyst Resume Examples & Samples

Provide second level problem determination and resolution of assigned applications
Advance the operational efficiency of the use of assigned applications
Responsible for the education of customers as to the solution of software problems by answering questions, interpreting operating instructions, and providing references to the administration of end user applications systems
Respond promptly to Help Desk notifications, customer complaints, and customer inquiries
Maintain a customer centric focus when performing his/her functions
Participate in the sales process and/or preparation and submittal of Request for Proposal to potential clients
Provides day to day project guidance to support staff
Provides back up support to the Client Support Manager or as needed
Provides subject matter expert support on specific applications as required
General Ledger
Fixed Equipment (Asset Management)
Non- Patient Accounts Receivable
Medical Records Archival
Scheduler
Dictionary
UTIL
PROCS
Tables
FileMgmt
XPTR/XNET (Systemware)
Control M (BMC)
TSO
JSP
SFTP
IBM Rational tool Suite (RAD, RTC)
Epsi (Allscripts) - Interfaces
AnyDoc (Hyland)
Flextop (Systemware)
Raisers Edge | Financial Edge (BlackBaud)
GHX
IDS
Pyxis Supply
Jonas Fitness / ASF
ReadySet
Policy Tech
Reptrax

Support Analyst / Senior Support Analyst FXO Resume Examples & Samples

Should have good knowledge in FX & MM products
Good to have knowledge in clearing/settlement functionalities
3 – 5 year of experience in technologies like Oracle(SQL + Pl/SQL) and Unix. She/he should be able to write simple and complex SQL queries
Good to have knowledge on python. OK if do not have
Able to de-bug existing PL/SQL scripts and suggest appropriate team to take action
Flexible to work in shifts to cover European hours and in odd hours whenever required

Senior Support Analyst Resume Examples & Samples

Provide support for mission-critical trade capture system
Support all aspects of IRS Derivatives trade and risk flows
Collaboration with Development partners to prioritize bug fixes and support tooling requirements
Have the aptitude and desire to learn the fundamentals of the supported business area
Possess strong client facing communication skills, in both verbal and written format
Knowledge of Trading, Risk systems is an advantage with an appreciation of whole deal lifecycle
Results orientated and able to demonstrate innovative thinking
Personally well organised & an excellent team player

Senior Support Analyst Resume Examples & Samples

Must have 3 years of experience in Information Technology
Bachelor’s Degree strongly preferred; consideration given for technical knowledge as it relates to a degree
Knowledge of Microsoft products required; knowledge of networking and PC Hardware required
Unix experience a plus; Help Desk certification a plus

Percent Remote Ancillary Financial Applications Senior Support Analyst Resume Examples & Samples

Epsi (Allscripts) - Interfaces
AnyDoc (Hyland)
Flextop (Systemware)
Raisers Edge | Financial Edge (BlackBaud)
GHX
IDS
Hospital Advisor (Kaufman-Hall)
Cadency (Trintech)
Pyxis Supply
Jonas Fitness / ASF
ReadySet
Policy Tech
Reptrax

Senior Support Analyst / Support Analyst Resume Examples & Samples

Coordinate for Data dump and Server setups for various environments
Manage version control tool (SVN, GIT) for the project
Generate quality reports (SONAR) after each release and share the findings with development team
Act as a point of contact for environment issues between infrastructure team, development team & testing teams
Maintain a detailed log/matrix to record the state of environments
3 – 6 years
UNIX scripting
Database Administration ( Oracle )
Fast learner, flexible and self-motivated with ability to work independently

Senior Support Analyst Resume Examples & Samples

Follow ITIL Application Support methodology to carry out incident and system change management procedures, manage and track daily production problems; ensure effective and timely resolution and communications to the client; coordinate with developer teams to report and follow through bug fixing
Minimize failures and ensure adequate performance and operation of the systems by continuously monitoring the performance⁄ operation, quickly diagnose and address any problems
Bring together Operations, IT and Infrastructure teams during critical incidents and for preventative action planning
Receive, transduce, and coordinate business requests to development and other IT teams in Hong Kong as well as Paris, London and New York sites
Conduct system Quality Assurance Testing and assist in User Acceptance test; perform deployment or upgrade of mission critical applications and systems
Be responsible for technical configuration and implementation on data interface file for system integration to and from the Equity Research workflow and distribution system
Adhere to document procedural standards
Shift duty, weekend and holiday work are required
Javascript, Excel VBA, Python, Windows Server
3-5 years’ experience supporting a financial workplace environment. Solid experience on application support for equities business
Strong equity derivative product and valuation knowledge
Technical understanding of database, network and RealTime market data systems

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