sample resume for 3 years experience in application support

13 Application Support Engineer Resume Examples for 2024

Crafting a resume for an application support engineer position requires a blend of technical know-how and clear communication. This guide provides tested samples and key strategies to showcase your skills effectively. Expect to see how tailored experience, education, and certifications align with job requirements, and learn to present this valuable information with precision in your resume.

• 08 Aug 2024 - 2 new resume templates, including Senior Application Support Manager, added
• 19 Jul 2024 - 1 new section (Show leadership and growth) added
• 05 Jul 2024 - 1 new section (Get your resume scored) added

  Next update scheduled for 28 Aug 2024

Here's what we see in standout application support engineer resumes:

Show Impact With Numbers : You should show your impact with clear numbers. Include ticket resolution rates , how you've reduced system downtime , cut response times , or improved user satisfaction scores . Numbers help us see the real impact you've made.

Match Skills To Job Description : Include skills on your resume that you have and are also in the job description. Popular ones are SQL database management , Linux/Unix proficiency , Troubleshooting techniques , Scripting knowledge , and Customer support experience . Choose those that match your abilities.

Highlight Automation Initiatives : Show any involvement in automation to grab attention. Use phrases like automated report generation or streamlined data backup . Automation is a key trend and shows you work to make systems more efficient.

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Application Support Engineer Resume Sample

Find out how good your resume is.

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Get your resume scored

Want to know if your application support engineer resume stands out? Our resume scoring tool gives you a clear picture of where you excel and where you can improve. It evaluates your resume based on key criteria that recruiters in the tech industry look for.

Upload your resume now for an unbiased assessment. You'll get a score and useful feedback to help make your resume stronger. This can boost your chances of landing interviews for application support roles.

Application Support Engineer with Database Specialization Resume Sample

Education placement on resume.

Place your education after your work experience if you have been employed in the field for several years. The abilities you have gained in real-world situations often speak louder than your degrees.

However, if you have recently completed a relevant course or certification, such as a specialized bootcamp for application support skills, this should be highlighted at the beginning of your resume to show you are up to date with current technologies and methodologies.

Highlight technical proficiencies

Showcase specific technical skills relevant to an application support role. Examples include familiarity with SQL databases, scripting languages like Python or Bash, and troubleshooting methodologies.

Demonstrate your experience with ticketing systems or user support platforms, as these are often distinct to the role of supporting applications versus other types of engineering positions.

Junior Application Support Engineer Resume Sample

Ideal resume length.

As someone aiming to be an application support engineer, your resume should be clear and concise. If you have less than 10 years of experience, aim to fit your resume on one page. This helps you show that you can prioritize and present key information clearly. Include your most relevant skills and experiences that relate to supporting and maintaining applications.

For more seasoned professionals, a two-page resume can be appropriate. Use the extra space to detail your deeper expertise and significant projects. Always keep the most compelling information on the first page, as hiring managers might only glance at the first page quickly. Make sure your technical skills and major achievements in application support are easy to find and read.

Senior System Support Specialist Resume Sample

Emphasize problem-solving abilities.

Describe specific incidents where you have successfully resolved application issues. This could include bugs you've fixed or downtimes you have minimized.

Supporting applications often means being the bridge between users and the technical team, so highlight experiences where you have communicated effectively to both parties to resolve complex technical problems.

Technical Support Engineer Resume Sample

Beat the resume screeners.

Understand how application support engineer resumes are screened by applicant tracking systems (ATS). These systems look for keywords and phrases that match the job description, so it's important to tailor your resume accordingly. Focus on including terms that are relevant to supporting and maintaining applications.

Here are some suggestions to improve your resume's ATS compatibility:

• Use keywords like 'troubleshooting', 'user support', and 'system updates' that are common in application support roles.
• Make sure that your technical skills section includes specifics such as 'SQL', 'Python', or 'Linux', depending on what the job description emphasizes.

IT Support Engineer Transitioning to Application Support Resume Sample

Make your skills shine.

As a hiring manager, I value seeing a resume that speaks directly to the job. For an application support engineer, this means showing you get tech and can solve problems. You should also show you're a team player. When you tailor your resume, think about the job and match your skills to it.

• Focus on software, systems, and tools you know. Mention any you've worked with, like SQL databases or Linux servers .
• Show you can lead. If you've guided a team, even a small one, tell about it. Use clear facts, like 'Led a team of 4 to update app security.'
• If you're new to this job area but have related skills, talk about them. Explain how you used them in tasks like troubleshooting or customer service, which apply here too.

Lead Application Support Analyst Resume Sample

Showcase your wins, not tasks.

Avoid listing the day-to-day tasks from your past roles as an application support engineer. Instead, show what you achieved while doing those tasks. This gives us a clear picture of how you make a difference.

Here's how you can change a responsibility into an accomplishment:

• Before: 'Responsible for monitoring system performance.'
• After: 'Improved system uptime by 15% through proactive performance monitoring and optimization.'
• Before: 'Handled customer support tickets.'
• After: 'Enhanced customer satisfaction by 20% through efficient resolution of over 500 support tickets.'

Use numbers to measure your impact when you can. This helps us understand the scale of your contribution.

Cloud Application Support Engineer Resume Sample

Essential technical skills list.

When you're crafting your resume as an application support engineer, you want to show that you have the right toolbox of skills. Here's a list of hard skills to consider. Remember, you don't need to have every skill, but focus on the ones where you are strong and which are most relevant to the job you want.

• Windows Server
• Scripting languages (e.g., Python , Bash )
• Database management
• Networking fundamentals
• Problem-solving with log files
• Application monitoring tools (e.g., Nagios , Splunk )
• Customer service platforms (e.g., Zendesk , ServiceNow )
• ITIL frameworks

Place these skills in a dedicated section on your resume for easy reading. Many companies use software to scan resumes for specific skills before a human sees them. This is why it's important to match the job description as closely as possible.

Always be honest about your proficiency level. If you have experience with a particular CRM software or a ticketing system , make sure to include it. Tailor your skills to the job posting, and don't forget to include any certifications like CompTIA A+ or Microsoft Certified: Azure Administrator Associate that prove your expertise.

Application Support Consultant Resume Sample

Showcase leadership growth.

As someone looking to secure a role in application support, it's crucial to show how you've grown into leadership positions or taken on more responsibility over time. You want to make it clear to hiring managers that you are ready to step up and lead when needed. Here are some ideas to help you showcase this growth:

• Highlight any title changes that reflect an increase in responsibility, such as moving from 'junior support engineer' to 'senior support engineer.' This shows a clear path of advancement.
• Include examples of projects where you had a leading role. For instance, 'Led a team of five to successfully deploy a critical software update ahead of schedule.' This demonstrates your ability to manage and guide a team.
• Point out any formal recognition you received for your leadership, such as 'Recipient of the 2020 Leadership Excellence Award for outstanding team coordination and problem-solving.'
• Detail instances where you trained or mentored new team members, which might read as 'Mentored three junior engineers, enhancing team productivity by 20%.'

Even if your official job title didn't change, consider how you can show leadership through the responsibilities you've taken on. Think about times you've gone above your normal duties to lead a project or guide your colleagues. These are the experiences that can make your resume stand out.

Application Support Engineer Team Lead Resume Sample

Show impact with numbers.

When you apply for a job, it is key to show how you have made a real difference at your past work. Numbers can help do this. For an application support engineer, this means sharing how you improved systems and helped users. Think about how you can measure your work. Here are some ways to do this:

• Consider the number of user issues you resolved and how this improved customer happiness. You could count how many tickets you closed or how much faster you made the support process.
• Did you help make any systems or apps better? Show your impact by listing any percent increase in system uptime or reduction in error rates .
• If you have worked on making things more efficient, talk about the time saved due to your changes, like a decrease in page load times or a reduction in the steps needed to complete a task .
• Have you been part of a team that rolled out new updates or features? Mention the number of successful updates and how they improved performance or user experience.
• If you trained people or wrote guides, how many people did you help or how many documents did you create? You can use metrics like training sessions held or guides written .

Use these ideas to think about your work. Even if you are not sure about the exact numbers, you can make a smart guess. It is better to show some numbers than none at all. This will help you stand out.

Application Support Specialist Resume Sample

Show leadership and growth.

As an application support engineer, showing growth in your career can make your resume stand out. Here are ways to highlight your leadership roles and promotions:

• Include job titles that reflect upward movement. For example, if you started as a 'junior application support engineer' and moved to an 'application support specialist', make sure each title is clearly listed with dates to show progression.
• Describe leadership roles, even in temporary or project-based work. Use bullet points to note any experience where you led a team, oversaw a project, or trained new staff. Phrases like 'Led a team of 5 in deploying software updates' or 'Trained new hires on application troubleshooting procedures' show leadership.

Think about times when you had more responsibility or when you helped your team succeed. These are the experiences that you want to share. Even if you're unsure about your leadership roles, consider times when you took the lead on a task or initiative and include those.

Senior Application Support Manager Resume Sample

Small companies vs large corporations.

When applying to small companies or startups, focus on your flexibility and ability to wear many hats. Highlight your hands-on experience and direct impact on projects. For example, mention if you have streamlined processes or solved critical issues that helped the company grow.

For larger corporations like IBM or Microsoft, emphasize your ability to work within large teams and follow structured processes. Show your experience with industry-standard tools and adherence to SLAs. Use phrases like 'contributed to a 20% reduction in incident response time' or 'worked with cross-functional teams to deliver software updates.'

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• Application Support Analyst Resume Example

Resume Examples

• Common Tasks & Responsibilities
• Top Hard & Soft Skills
• Action Verbs & Keywords
• Resume FAQs
• Similar Resumes

Common Responsibilities Listed on Application Support Analyst Resumes:

• Monitor and respond to application alerts and notifications
• Troubleshoot application issues and provide solutions
• Analyze application performance and identify areas for improvement
• Create and maintain application documentation
• Develop and implement application testing plans
• Assist with application upgrades and deployments
• Work with developers to identify and resolve application issues
• Assist with application security and compliance
• Create and maintain application user accounts
• Assist with application user training
• Develop and maintain application reports
• Provide technical support to end users

Speed up your resume creation process with the AI-Powered Resume Builder . Generate tailored achievements in seconds for every role you apply to.

Application Support Analyst Resume Example:

• Implemented proactive monitoring and alerting system, reducing application downtime by 25% and improving response time to critical issues by 30%.
• Collaborated with cross-functional teams to troubleshoot and resolve complex application issues, resulting in a 15% decrease in average resolution time.
• Developed and implemented a comprehensive application testing plan, resulting in a 20% increase in application stability and a 10% reduction in post-deployment issues.
• Played a key role in the successful deployment of application upgrades and deployments, ensuring minimal disruption to end users and achieving a 100% success rate.
• Worked closely with developers to identify and resolve application issues, resulting in a 20% improvement in application performance and user satisfaction.
• Assisted in maintaining application security and compliance, implementing security measures that led to a 30% reduction in security incidents.
• Created and maintained comprehensive application documentation, improving knowledge sharing and reducing onboarding time for new team members by 20%.
• Provided technical support to end users, achieving a 95% customer satisfaction rating and resolving 90% of support tickets within the agreed SLA.
• Developed and maintained application reports, providing valuable insights to stakeholders and contributing to data-driven decision making, resulting in a 15% increase in operational efficiency.
• Proactive monitoring and alerting system implementation
• Cross-functional collaboration
• Troubleshooting and resolving complex application issues
• Comprehensive application testing
• Application deployment and upgrade management
• Collaboration with developers for issue resolution
• Application security and compliance maintenance
• Application documentation creation and maintenance
• Technical support provision to end users
• Application report development and maintenance
• Knowledge of application performance improvement strategies
• Data-driven decision making
• Understanding of application stability measures
• Ability to reduce application downtime
• Ability to improve response time to critical issues
• Ability to decrease average resolution time
• Ability to reduce post-deployment issues
• Ability to improve user satisfaction
• Ability to reduce security incidents
• Ability to reduce onboarding time for new team members
• Ability to resolve support tickets within the agreed SLA
• Ability to increase operational efficiency.

Top Skills & Keywords for Application Support Analyst Resumes:

Hard skills.

• Troubleshooting and Problem Solving
• Incident Management
• Application Deployment and Configuration
• SQL and Database Management
• Scripting and Automation
• ITIL Framework
• System Monitoring and Performance Tuning
• Change Management
• Technical Documentation
• Software Testing and Quality Assurance
• Knowledge of Operating Systems (e.g., Windows, Linux)
• Network and Infrastructure Understanding

Soft Skills

• Problem Solving and Troubleshooting
• Analytical Thinking and Attention to Detail
• Customer Service and Relationship Management
• Communication and Interpersonal Skills
• Time Management and Prioritization
• Adaptability and Flexibility
• Collaboration and Teamwork
• Technical Aptitude and IT Knowledge
• Documentation and Reporting
• Attention to Detail and Accuracy
• Stress Management and Resilience
• Continuous Learning and Self-Development

Resume Action Verbs for Application Support Analysts:

• Troubleshot
• Implemented
• Collaborated
• Investigated
• Communicated
• Prioritized
• Coordinated

A Better Way to Build Your Resume

Resume FAQs for Application Support Analysts:

How long should i make my application support analyst resume, what is the best way to format a application support analyst resume, which keywords are important to highlight in a application support analyst resume, how should i write my resume if i have no experience as a application support analyst, compare your application support analyst resume to a job description:.

• Identify opportunities to further tailor your resume to the Application Support Analyst job
• Improve your keyword usage to align your experience and skills with the position
• Uncover and address potential gaps in your resume that may be important to the hiring manager

Complete the steps below to generate your free resume analysis.

Related Resumes for Application Support Analysts:

It support analyst, it support specialist, it systems analyst, it service manager, it support manager, desktop support specialist, system administrator.

Application Support Analyst Resume Examples and Templates

This page provides you with Application Support Analyst resume samples to use to create your own resume with our easy-to-use resume builder . Below you'll find our how-to section that will guide you through each section of a Application Support Analyst resume.

What do Hiring Managers look for in an Application Support Analyst Resume

• Technical Proficiency: Strong understanding of the supported applications, databases, and technical infrastructure.
• Problem-Solving Skills: Capability to diagnose and resolve application issues, troubleshoot technical problems, and provide timely solutions.
• Communication: Effective communication skills to interact with end-users, IT teams, and management to ensure smooth application operation.
• Documentation: Attention to detail in documenting and maintaining records of support requests, resolutions, and application configurations.
• Customer Service Focus: Commitment to providing excellent customer service and support to end-users, addressing their concerns promptly and effectively.

How to Write an Application Support Analyst Resume?

To write a professional Application Support Analyst resume, follow these steps:

• Select the right Application Support Analyst resume template.
• Write a professional summary at the top explaining your Application Support Analyst’s experience and achievements.
• Follow the STAR method while writing your Application Support Analyst resume’s work experience. Show what you were responsible for and what you achieved as an Application Support Analyst.
• List your top Application Support Analyst skills in a separate skills section.

How to Write Your Application Support Analyst Resume Header?

Write the perfect Application Support Analyst resume header by:

• Adding your full name at the top of the header.
• Add a photo to your resume if you are applying for jobs outside of the US. For applying to jobs within the US, avoid adding photo to your resume header.
• Add your current Application Support Analyst position to the header to show relevance.
• Add your current city, your phone number and a professional email address.
• Finally, add a link to your portfolio to the Application Support Analyst resume header. If there’s no portfolio link to add, consider adding a link to your LinkedIn profile instead.
• Bad Application Support Analyst Resume Example - Header Section

Kevin 19 Adams Street Lorain, OH 44052 Marital Status: Married, email: [email protected]

• Good Application Support Analyst Resume Example - Header Section

Kevin Odom, Lorain, OH, Phone number: +1-555-555-5555, Link: linkedin/in/johndoe

Make sure to add a professional looking email address while writing your resume header. Let’s assume your name is John Doe - here is a formula you can use to create email addresses:

• [email protected] - [email protected]
• [email protected] - [email protected]
• [email protected] - [email protected]
• [email protected] - [email protected]
• [email protected] - [email protected]
• [email protected] - [email protected]

For a Application Support Analyst email, we recommend you either go with a custom domain name ( [email protected] ) or select a very reputed email provider (Gmail or Outlook).

How to Write a Professional Application Support Analyst Resume Summary?

Use this template to write the best Application Support Analyst resume summary: Application Support Analyst with [number of years] experience of [top 2-3 skills]. Achieved [top achievement]. Expert at [X], [Y] and [Z].

How to Write a Application Support Analyst Resume Experience Section?

Here’s how you can write a job winning Application Support Analyst resume experience section:

• Write your Application Support Analyst work experience in a reverse chronological order.
• Use bullets instead of paragraphs to explain your Application Support Analyst work experience.
• While describing your work experience focus on highlighting what you did and the impact you made (you can use numbers to describe your success as a Application Support Analyst).
• Use action verbs in your bullet points.

Senior Application Support Analysts Resume Example

Senior Application Support Analysts

• Implemented First Direct 2.0 Application.
• Supported, deployed, maintained, and troubleshooted .NET applications and web services on IIS, SQL Server, Oracle dB, and Azure in a production environment.
• Conducted end-to-end troubleshooting of application performance by analyzing IIS logs and Event Viewer.
• Enhanced the Fapx application, increasing success rate from 90% to 96%.
• Designed management visibility dashboards using Power BI.
• Provided root cause analysis for P1 issues and collaborated with IT teams to resolve them.
• Diagnosed and rectified bugs in C#, JavaScript, Java, and SQL stored procedures across multiple applications.
• Created collaborative sites, lists, and documents on SharePoint.
• Set up application monitoring and alerts, analyzing data to identify issues.
• Offered support for escalated production issues during and after business hours.
• Reviewed software policies, standards, and procedures, and made change recommendations.
• Collaborated with software engineers, DBAs, and non-technical teams.
• Conducted system integration with in-house and third-party applications.
• Managed SSL certificates on the production environment, including renewals and configurations.
• Set up bindings, SSL certificates, and IIS configurations as per application requirements.
• Participated in Disaster Recovery and Business Continuity planning.

Application Support Analyst Resume Example

Application Support Analyst

• Managed Back Office Clearing and Settlement Incidents for F&O markets including SGX, HKEX, ASX24, KRX, OSE/TSE, NSE, NZX.
• Collaborated closely with vendor management and consultants to meet business requirements.
• Coordinated and executed exchange-mandated changes, simulation testing, rehearsals, and platform migrations.
• Oversaw batch monitoring for end-of-day activities in global markets.
• Addressed issues reported in JIRA and managed AMX.
• Collaborated with SGX Exchange on annual BCP/Disaster recovery processes.
• Provided root cause analysis and implemented quick workarounds for application issues.
• Designed reconciliation specifications for the Derivatives business, both post and pre-end-of-day.
• Collaborated with developers to create comprehensive documentation and Support Knowledgebase during Agile development phases.
• Conducted in-depth market research and assessed current applications to enhance the overall performance of the Service Providing Application.
• Created automations for our ticketing system, significantly cutting down the time needed to handle over 1500 tickets each year.
• Designed a range of Powershell and Python scripts, including a Powershell-based desktop application, streamlining the resolution of end-user technical problems compared to conventional approaches.
• Collaborated with customers in a large corporation to address various technical and business issues.
• Facilitated meetings between multiple development teams to synchronize responses and solutions for outages.
• Recommend and implement solutions after analyzing issues and problems.
• Identify trends and take necessary steps to enhance the operational performance of IT systems.
• Coordinate the implementation of agreed remedies and preventative measures.
• Monitor application service availability and establish proactive measures to prevent interruptions.
• Acquire and maintain knowledge of key applications and provide guidance to users, customers, and stakeholders.
• Monitor service delivery against service level agreements and maintain relevant records.
• Identify and resolve application issues, including incident diagnosis and prioritization according to established procedures.
• Investigate, monitor, and resolve issues and problems in systems, processes, and services. Analyze both technical and functional aspects and implement agreed remedies and preventive measures.
• Perform security administration tasks following established procedures.
• Assist in testing business systems to meet requirements.
• Contribute to process improvements and engage in necessary documentation activities.

Senior Application Support Analyst Resume Example

Senior Application Support Analyst

• Supported testing and QA for new and existing items in development or consideration.
• Communicated application problems and issues to key stakeholders, including management, developers, and end-users.
• Managed loan processes, including application processing, disbursement, and pre-closure.
• Handled transaction maintenance, including daily collections and group collections.
• Created and maintained products.
• Managed various daily, monthly, and yearly processes and reports (SOD, SOB, COD, EOD, EOM, EOY).
• Analyzed and documented business requirements.
• Processed loans through TAB.
• Tested workflows of Android Mobile Applications..
• Provided training and support to field staff for repayment collection through Trucell.
• Supported banking applications Web CSR, including account creation and dashboard management.
• Handled rate schedules, GL history, trial balance, transaction inquiries, corporate transaction batch status, and reports extraction.
• Developed detailed test plans for functional and user acceptance testing.
• Created, updated, and reviewed test cases and scenarios according to business requirements and executed them.
• Participated actively in project meetings and discussions.
• Tracked and managed defects, analyzed data, and provided reports.
• Conducted end-to-end integration testing.
• Assisted users in User Acceptance Testing.
• Collaborated with developers, the Business & Management Team, and end-users.
• Tested bank product workflows in UAT.
• Conducted Customer Migration (.Net to CRM) activities and testing in the UAT environment.
• Maintained roles, managed user transfers and resignations, and performed weekly active user reconciliation.
• Providing exceptional customer service by promptly resolving inquiries through collaboration with other departments.
• Ensuring adherence to processes, procedures, and escalation protocols while addressing issues.
• Managing client requests through consistent communication with internal and external clients for additional information.
• Improving skills by acquiring knowledge of internal AMX systems and business processes to diagnose and resolve requests.
• Verifying accurate billing by liaising with third-party vendors, carriers, service providers, and billing system owners.
• Supervising database administrator activities to ensure database availability as required.
• Utilizing the Citrix product suite and other in-house applications to assist IT administrators in delivering secure access to desktops, data, applications, and services to users on any device and network.
• Maintaining the highest levels of service quality and availability using Incident Management solutions like Remedy, Salesforce, and ServiceNow.
• Efficiently handling escalated issues with timely responses and effective resolutions.
• Taking responsibility for providing effective business support to EU users.
• Daily monitoring and supporting business users during Market on Close activities.
• Keeping knowledge articles up-to-date on Confluence with the latest resolutions.
• Coordinating proactive actions, leading Major Incident (MI) reviews, escalating and managing crisis calls, and adhering to Service Level Agreements (SLAs) to ensure timely issue resolution with a focus on stakeholders.
• Offering support for internal and client-facing applications for content creation and distribution.
• Participating in User Acceptance Testing (UAT), Migration, and rollout support for new applications.
• Providing ongoing best-in-class support for these applications, including incidents and service requests.
• Actively engaging in problem management activities for these applications to understand root causes and reduce incident recurrence rates. Ensuring all incidents are assessed for problem case creation and providing feedback to key internal stakeholders on problems and issues.
• Supported both internal and client-facing applications for content creation and distribution.
• Ensured efficient handling of escalated issues, delivering timely responses and effective resolutions.
• Analyzed, researched, managed, and resolved queries from users for Front office and Back-office products.
• Utilized tools like Liferay and Alfresco for day-to-day content-related activities.
• Fixed XML generated by InDesign for PDF creation, with knowledge of HTML, CSS, and JavaScript.
• Possessed strong technical expertise in Linux, Oracle, AWS concepts, and infrastructure.
• Followed Agile Methodologies for project management.
• Experienced in supporting environments running Apache, Tomcat, and Java/J2EE-based applications.
• Demonstrated a strong working knowledge of databases and proficiency in writing complex SQL queries.
• Managed FTP, AXWAY ST, and EDGE servers.
• Utilized middleware technologies such as IBM MQ and Oracle Weblogic.
• Deployed Ansible Tower for running playbooks and Marklogic Db for content storage.
• Implemented ServiceNow for Incident and Problem management, with familiarity in ITIL concepts and SLAs.
• Analyzed business requirements and configured them within the existing system through change management.
• Performed major L2 and L3 level activities, including production job/batch monitoring, application and dashboard monitoring, and engaged the relevant teams to resolve failures/errors.
• Proactively monitored critical real-time trading activities from various exchanges, troubleshooting and resolving application issues escalated by end-users.
• Analyzed project requirements to identify bugs and promptly resolve issues.
• Implemented automation to eliminate manual and redundant checks.
• Collaborated with vendors, business partners, and teams to ensure proper release management.
• Processed large batches of data on a daily and weekly basis.
• Added entitlements for client and account static data on the AMX Dashboard.
• Customized systems using the SDLC approach with Oracle Development tools.
• Gathered functional requirements from end-users and documented them.
• Assisted technical consultants in resolving complex report issues.
• Participated in the financial modules' closing process.
• Provided support for functional issues and prepared status reports.
• Facilitated integration setups between the procure-to-pay and order-to-cash cycles.
• Conducted user training.
• Collaborated as a team member with the following roles and responsibilities:
• Customized systems using Oracle Development tools following the SDLC approach.
• Collected functional requirements from end-users and documented them.
• Aided technical consultants in resolving intricate report issues.
• Participated in the financial module closing process.
• Provided support for functional issues and generated status reports.
• Engaged in integration setups between the procure-to-pay and order-to-cash cycles.

SENIOR APPLICATION SUPPORT ANALYST Resume Example

SENIOR APPLICATION SUPPORT ANALYST

• Troubleshot and resolved batch application issues using SQL queries in the database and optimized Unix shell scripts to address batch failures.
• Oversaw the application support team in Mauritius, guiding them in their daily tasks and investigations.
• Managed the on-call schedule roster and took charge of training new joiners in batch support.
• Conducted extensive research on incoming batch processes and collaborated closely with the development team to devise feasible solutions.
• Implemented new client reporting by performing database inserts and configuring batch jobs in the Tandem system.

Application Support Analyst II Resume Example

Application Support Analyst II

• Resolve tier 2 helpdesk tickets and work requests submitted by users.
• Collaborate with vendors and internal support teams to address issues beyond local or tier 1 capabilities.
• Set up and configure user accounts as required.
• Review, test, and validate software patches and enhancements.
• Provide management with reports on Tier 2 KPIs (Mean Time to Resolution, Time to Close, number of open development tickets, etc.), as well as other requested metrics.
• Document, train, and transition repeatable and simple fixes to the Tier 1 support desk.
• Develop test cases and conduct testing for new enhancements, features, or platforms.
• Document and communicate bug details and steps to reproduce to software developers and vendors.

Top Application Support Analyst Resume Skills for 2023

• Application Troubleshooting
• Technical Issue Resolution
• Incident Management
• User Support and Training
• Application Monitoring and Maintenance
• Software Installation and Configuration
• SQL Querying and Database Support
• System Integration Support
• User Account Management
• Ticketing Systems (e.g., ServiceNow)
• ITIL (Information Technology Infrastructure Library) Framework
• Documentation and Knowledge Base Management
• Performance Monitoring and Optimization
• Software Updates and Patch Management
• Version Control Systems (e.g., Git)
• Application Deployment
• System Logging and Debugging
• IT Service Desk Support
• Communication and Customer Service
• Root Cause Analysis
• Application Security Management
• User Access Control
• Application Testing and Quality Assurance
• System Health Checks
• Application Performance Analysis
• Remote Desktop Support
• Incident Reporting and Escalation
• Application Error Handling
• Problem Resolution
• Change Request Management
• System Upgrades and Migration
• Technical Documentation
• End-User Training Materials
• Application Backup and Recovery
• Compliance with IT Policies and Procedures
• Collaboration with Development Teams
• Software License Management
• Application Performance Monitoring Tools
• Troubleshooting Flowcharts and Diagrams
• Technical Support for End Users
• Incident Prioritization
• User Acceptance Testing (UAT) Support
• Service Level Agreement (SLA) Management
• Application Knowledge Transfer
• Technical Root Cause Analysis
• Database Query Optimization
• Knowledge Sharing and Training
• Disaster Recovery Planning
• Technical Problem-Solving Skills
• Application Support Metrics

How Long Should my Application Support Analyst Resume be?

Your Application Support Analyst resume length should be less than one or two pages maximum. Unless you have more than 25 years of experience, any resume that’s more than two pages would appear to be too long and risk getting rejected.

On an average, for Application Support Analyst, we see most resumes have a length of 2. And, that’s why we advise you to keep the resume length appropriate to not get rejected.

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Application Support Analyst resume examples for 2024

An application support analyst resume should focus on showcasing a mix of technical and interpersonal skills. Technical skills like experience with specific software applications, data analysis, and troubleshooting are important, as they show the candidate's ability to handle the specific tasks of the job. However, as Christopher Lanz , Associate Professor at SUNY Potsdam, points out, "no certificate program or selection makes an applicant competitive with an actual computer scientist. Employers are fully aware that such a person is in the strongest position to learn anything." This underscores the importance of showing a strong foundation in computer science. On the other hand, as David Preece , Academic Director and Associate Professor at Brigham Young University-Hawaii, notes, "most employers look for indicators of character and 'soft skills' related to leadership, problem-solving, teamwork, initiative, diligence, responsibility, and integrity." Therefore, it's also crucial to highlight excellent organizational and interpersonal skills, such as strong communication, customer service, and problem-solving.

Application Support Analyst resume example

How to format your application support analyst resume:.

• Tailor your job title to the role you're applying for, ensuring it matches 'Application Support Analyst'.
• Highlight achievements in your work experience section, emphasizing problem-solving and technical support contributions over responsibilities, using examples such as 'Provided Global Customer Support within a call center environment' or 'Created and implemented solutions consisting of Perl, XML and SQL scripts that provide more accurate data to the business'.
• Compress your resume to one page, focusing on relevant experience and accomplishments for the Application Support Analyst role.

Choose from 10+ customizable application support analyst resume templates

Choose from a variety of easy-to-use application support analyst resume templates and get expert advice from Zippia’s AI resume writer along the way. Using pre-approved templates, you can rest assured that the structure and format of your application support analyst resume is top notch. Choose a template with the colors, fonts & text sizes that are appropriate for your industry.

Application Support Analyst resume format and sections

1. add contact information to your application support analyst resume.

Application Support Analyst Resume Contact Information Example # 1

Montgomery, AL 36043| 333-111-2222 | [email protected]

2. Add relevant education to your application support analyst resume

Your resume's education section should include:

• The name of your school
• The date you graduated ( Month, Year or Year are both appropriate)
• The name of your degree

If you graduated more than 15 years ago, you should consider dropping your graduation date to avoid age discrimination.

Optional subsections for your education section include:

• Academic awards (Dean's List, Latin honors, etc. )
• GPA (if you're a recent graduate and your GPA was 3.5+)
• Extra certifications
• Academic projects (thesis, dissertation, etc. )

Other tips to consider when writing your education section include:

• If you're a recent graduate, you might opt to place your education section above your experience section
• The more work experience you get, the shorter your education section should be
• List your education in reverse chronological order, with your most recent and high-ranking degrees first
• If you haven't graduated yet, you can include "Expected graduation date" to the entry for that school

Check More About Application Support Analyst Education

Application Support Analyst Resume Relevant Education Example # 1

Bachelor's Degree In Business 2008 - 2011

Central State University Wilberforce, OH

Application Support Analyst Resume Relevant Education Example # 2

Associate's Degree In Information Technology 2004 - 2006

Rutgers, The State University of New Jersey New Brunswick, NJ

3. Next, create an application support analyst skills section on your resume

Your resume's skills section should include the most important keywords from the job description, as long as you actually have those skills. If you haven't started your job search yet, you can look over resumes to get an idea of what skills are the most important.

Here are some tips to keep in mind when writing your resume's skills section:

• Include 6-12 skills, in bullet point form
• List mostly hard skills ; soft skills are hard to test
• Emphasize the skills that are most important for the job

Hard skills are generally more important to hiring managers because they relate to on-the-job knowledge and specific experience with a certain technology or process.

Soft skills are also valuable, as they're highly transferable and make you a great person to work alongside, but they're impossible to prove on a resume.

Example of skills to include on an application support analyst resume

The efficient operation of an application needs day to day maintenance that is done through application support. It assists users to manage any queries or errors they may face in the daily use of the application as well as provide a contact that users can reach for assistance. It may include a service desk and backups.

Customer service is the process of offering assistance to all the current and potential customers -- answering questions, fixing problems, and providing excellent service. The main goal of customer service is to build a strong relationship with the customers so that they keep coming back for more business.

Troubleshooting is the process of analyzing and fixing any kind of problem in a system or a machine. Troubleshooting is the detailed yet quick search in the system for the main source of an issue and solving it.

Infrastructure includes the organizational and physical structures needed to run an area or a society smoothly. It is a group of basic facilities required for any society or firm to run sustainably and efficiently. The infrastructural system is a high investing area and helps majorly in flourishing the economy and prosperity of a country. It is an underlying system needed for ensuring the safety and comfort of the public and to run a country smoothly. All the tasks needed to be performed for a flourishing economy and a happy and healthy public are included in infrastructure.

Java is a widely-known programming language that was invented in 1995 and is owned by Oracle. It is a server-side language that was created to let app developers "write once, run anywhere". It is easy and simple to learn and use and is powerful, fast, and secure. This object-oriented programming language lets the code be reused that automatically lowers the development cost. Java is specially used for android apps, web and application servers, games, database connections, etc. This programming language is closely related to C++ making it easier for the users to switch between the two.

Technical support or tech support are the services provided by any hardware or software company to users. They help in solving the technical difficulties the customers face with their products or services. Moreover, the tech support employees maintain, manage, and repair the IT faults. They are also responsible for resolving the network problems, installing and configuring hardware and software.

Linux is a Unix-like operating system. Just like Windows, Mac OS, and IOS, Linux is an operating system used by millions across the globe. Android itself is powered by the Linux operating system. Linux manages all the hardware resources that are associated with your computer. The software is famous because of the protection it grants from viruses, malware, and crashes. The Linux operating system is entirely free and is an open-source software meaning it can be altered by those equipped with the knowledge to code.

Top Skills for an Application Support Analyst

• Application Support , 12.4%
• Customer Service , 8.9%
• Troubleshoot , 5.9%
• Infrastructure , 5.2%
• Other Skills , 67.6%

4. List your application support analyst experience

The most important part of any resume for an application support analyst is the experience section. Recruiters and hiring managers expect to see your experience listed in reverse chronological order, meaning that you should begin with your most recent experience and then work backwards.

Don't just list your job duties below each job entry. Instead, make sure most of your bullet points discuss impressive achievements from your past positions. Whenever you can, use numbers to contextualize your accomplishments for the hiring manager reading your resume.

It's okay if you can't include exact percentages or dollar figures. There's a big difference even between saying "Managed a team of application support analysts" and "Managed a team of 6 application support analysts over a 9-month project. "

Most importantly, make sure that the experience you include is relevant to the job you're applying for. Use the job description to ensure that each bullet point on your resume is appropriate and helpful.

• Analyzed Data (SQL developer) from Oracle database (in Terabyte) for UAT Test and Validation Test teams.
• Developed code for both Oracle & SQL Server to convert the applications to the new DST shift.
• Constructed SharePoint Team Site for maximum efficiency in locating job-related information; developed documentation for various fixes.
• Trained new and existing employees with system applications, policies, and procedures.
• Researched and tested application partitioning and application server setup to optimize WAN performance.
• Designed and developed on Java SpringMVC framework for a B2B E-Commerce website of a global manufacturing company.
• Followed ITIL guidelines for supporting applications.
• Implemented REST for making web services in Java to integrate the website with SAP ByDesign.
• Created document library in SharePoint, uploaded documents to SharePoint.
• Documented Interface Agreements of XML between the CRM and IVR applications.
• Assisted with conversion from Token ring to Ethernet in the Hillside/Lakeside/Highlands facilities.
• Resolved VPN issues for several hundred remote users.
• Installed, configured and troubleshot Blackberries and Palm PDA devices and trained clients on use.
• Installed analog and VoIP phones.
• Provided phone support for client firms for issues such as password resets, network connectivity, email programs, and printers.
• Assisted Device Exchange Center with hardware repairs and software imaging for Cisco employees localized to the Research Triangle Park campus.
• Utilized Microsoft Remote Desktop Support for remote home based end-user troubleshooting.
• Managed infrastructure hardware support involving for several departments including PC upgrades, switch and router replacements, server setup and repair.
• Created a report regarding all discovered information outlining inconsistencies and faulty procedures compared to real-world best practices as publicized by Microsoft.
• Provided technical assistance in migration to Microsoft Active Directory, configuration and installation of new and used PCs with corporate image.

5. Highlight application support analyst certifications on your resume

Specific application support analyst certifications can be a powerful tool to show employers you've developed the appropriate skills.

If you have any of these certifications, make sure to put them on your application support analyst resume:

• ITIL Foundation
• Project Management Professional (PMP)
• Software Engineering Master Certification (SEMC)
• Certified Network Computer Technician (CNCT)

6. Finally, add an application support analyst resume summary or objective statement

A resume summary statement consists of 1-3 sentences at the top of your application support analyst resume that quickly summarizes who you are and what you have to offer. The summary statement should include your job title, years of experience (if it's 3+), and an impressive accomplishment, if you have space for it.

Remember to emphasize skills and experiences that feature in the job description.

Common application support analyst resume skills

• Application Support
• Customer Service
• Troubleshoot
• Infrastructure
• Technical Support
• Data Analysis
• Incident Management
• Project Management
• Business Processes
• Training Materials
• Application Issues
• Strong Analytical
• Production Environment
• Software Applications
• Web Application
• User Support
• Management System
• Excellent Interpersonal
• System Issues
• Production Issues
• Level Support
• Customer Issues
• Technical Issues
• Problem Resolution
• Technical Documentation
• Customer Support
• Client Facing
• Windows Server

Application Support Analyst Jobs

Links to help optimize your application support analyst resume.

• How To Write A Resume
• List Of Skills For Your Resume
• How To Write A Resume Summary Statement
• Action Words For Your Resume
• How To List References On Your Resume

Application Support Analyst resume FAQs

How do i become an application support analyst, search for application support analyst jobs.

Updated June 25, 2024

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

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Application Support Specialist Resume Samples

The guide to resume tailoring.

Guide the recruiter to the conclusion that you are the best candidate for the application support specialist job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

Craft your perfect resume by picking job responsibilities written by professional recruiters

Pick from the thousands of curated job responsibilities used by the leading companies, tailor your resume & cover letter with wording that best fits for each job you apply.

Create a Resume in Minutes with Professional Resume Templates

• Work with Global and Regional management to manage ongoing changes to improve processes and tools used by the team
• Actively participate in the firms’ performance management and development process co-developing Annual Plans with appointed counselor
• The job will provide an opportunity to get involved in the Problem Management, Automation, Tools Strategy and Service Improvement initiatives
• Assist the project planning process by providing estimates for design & development effort
• Provide recommendations for operational efficiency and process improvements subject to management review in support of change
• Manage and implement work related goals established by the Director of Technology Services and Support
• Work with developers to design/test new applications developed to support the SD area of the business
• Provides 3rd level technical solutions, according to established service levels
• Coordinate and work with Vendors for 3rd Party application issues ( such as SFDC, Workday etc)
• Assist with on-site installation and maintenance of network systems for users
• Provide system support, troubleshoot user issues, and provide application consulting
• Responsible for working on day to day customer issues, including technical assistance, using the best use of product, additional products and services
• Responsible for working on day to day customer inquiries, including technical assistance, using the best use of products and service
• Provides 2nd level technical solutions, according to established service levels
• Perform Incident management and problem management according ITS standards
• Problem Solving: Perform and review health checks, identify and escalate trends. Act on all application level alerts and assist with service restoration
• Provides, or assists with, quality assurance of activities which are carried out by others
• Provide 24x7 on call support to countries and prepare to work during weekends/public holidays
• Incident & Problem Management: Troubleshooting & investigating. Assisting with root cause analysis and remediation via review of logs & code logic
• Liaises with system developers to overcome known problems and improve the service quality
• Plan, execute and support implementations so the applications are deployed with minimal disruption to the production environment and meet established standards
• Demonstrable working knowledge of Windows 2008 server O/S and demonstrable intermediate knowledge of IIS
• Strong Working knowledge of .net, extensive knowledge of Websphere, BPM, and SQL,
• Takes pride in work product and pays close attention to detail; researches methods by which to improve and promote quality; monitors own work to ensure quality
• Strong initiative to learn new skills and ability to learn quickly
• Good knowledge of Oracle SQL
• Have strong interpersonal skills and the ability to work with a multitude of personalities, communicating with both technical and non-technical teams
• Basic Unix commands knowledge
• Strives to continually build knowledge and skills (professional and computer); shares expertise with others
• Maintains an excellent attendance record and is dependable
• Be able to author technical ‘How To’ and ‘Solution’ documents for the knowledge base

15 Application Support Specialist resume templates

Read our complete resume writing guides

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• Supporting the technology associated with the daily operations within Russell in a timely manner to manage risk and ensure a reliable, scalable, production environment. Provide timely on-call support. Also responsible for interfacing with internal and external auditors requests
• Providing coverage for change management of both internally developed and vendor provided systems. This includes ensuring that quality assurance and testing of systems and subsystems are accomplished prior to moving changes to production. An ASM is responsible for approving changes to the Russell production environment and ensuring all changes and processes are properly documented
• Partial responsibility for decisions affecting the operational state of the internal production computing environment in support of Traders, Portfolio Managers and Analysts
• 2-4 years experience in/on IT related projects
• Experience with the Eagle PACE Platform and/or Charles River is a plus
• Broad technical knowledge of client server, intranet, networking, and SQL relational database systems. Powershell is a plus
• Ability to Contract and negotiate with vendors, internal and external

Anti Money Laundering Critical Application Support Specialist Resume Examples & Samples

• Properly identify, report and escalate issues which impact the U.S. AML Office resulting from performance, functionality or changes within critical applications
• Perform first level review and analysis of issues or escalations received from other areas within the U.S. AML Office
• Provide recommendations to improve monitoring systems and capabilities based on identified risk and control gaps
• Learning through training and/or by maintaining or pursuing an AML related certification (e.g.CAMS)."
• Act as the central point of contact for Business Continuity planning for the U.S. AML Office. Ensure that Business Continuity plans adequately address critical application needs and are tested according to applicable policies and standards
• Coordinate and track Disaster Recovery processes for all critical AML applications
• Effectively manage information supporting data structure and process flows throughout the U.S. AML Office
• Recommend: Has the authority to provide and recommend actions to mitigate risk and use judgment-based decision-making regarding AML/OFAC policies and procedures
• Monitoring: Has authority to collect customer data from internal customers to ensure the accuracy and completeness of AML/BSA processes
• Information Access: Has authority to use and access confidential information related to customer information, product and financial information
• 2-4 years AML/BSA or Compliance experience
• Strong Microsoft Office Skills
• Demonstrates knowledge in banking regulations, including Bank Secrecy Act/Anti-Money Laundering, USA Patriot Act, and OFAC
• Ability to effectively communicate, articulate and escalate requirements and issues pertaining to critical AML applications
• Experience in BCP development and implementation
• Theoretical understanding of math, financial economics and or statistics
• Ability to research and make appropriate decisions regarding complex issues

IT Application Support Specialist Resume Examples & Samples

• PM / Trader / Analyst / Back-office support
• 5-7 years supporting trading environment
• Experience supporting back-office systems including Advent Geneva
• Experience supporting telephony and video conferencing systems, including IP-based voice and video systems
• Hands on resolution of day-to-day L3 incidents escalated from L1/L2 help desks
• Liaison with appropriate teams for the development of corrective actions or viable workarounds to resolve incidents
• Participate in required project activities around transitioning from project to production i.e. creation and input into artifacts
• Effective call management including logging, monitoring / updating, prioritizing and resolving calls in a timely fashion
• Ability to make appropriate technical decisions regarding service restoration i.e. rebooting servers, engaging other teams, etc
• Creative thinking with regards to process improvement i.e. work efficiencies, automation on systems, etc
• Demonstrates analytical and systematic approach to problem solving
• Is able to absorb rapidly new technical information, business acumen, and apply it effectively
• Actively participate in the firms’ performance management and development process co-developing Annual Plans with appointed counselor
• Participate in discussions and contribute to support model development and service transition for applicable products
• Demonstrates proficiency in verbal and written communication deemed appropriate for level
• Other activities deemed appropriate for the role and rank
• Demonstrable knowledge of Windows 2008 server O/S
• Demonstrable Intermediate knowledge of IIS
• General understanding of networking/LAN/WAN/DMZ concepts, conceptual only
• Basic understanding on how to read and understand code (Code-competency) for diagnosis, escalation to development teams
• Knowledge of relational database concepts such as stored procedures, SSIS, SSRS
• Knowledge of and ability to troubleshoot data feeds to and from a variety of sources
• Understanding of multi-tiered application architecture concepts
• General knowledge SQL2008/2005, familiarity with SQL DBMS interface and integrated tools
• Some experience with Oracle, or applications that use Oracle, desired but not required
• Some experience supporting applications in a Citrix environment
• Remedial or intermediate .NET programming and/or scripting experience
• Intermediate SQL knowledge relating to replication setup, clustering, etc
• Experience with performance monitoring tools and analysis i.e. MS PerfMon
• 2+ years in Application Management, Operational Support or related environment/discipline
• ISEB Certificate in Application Management Essentials
• Level 3, 4 and 5: S/NVQ for Information / Communication Technology Professionals
• MCITP - Microsoft Certified IT Professional
• ITIL Foundation Certificate in IT Service Management
• Participate in a shift pattern with on-call requirement for major incidents/outages
• Flexibility in scheduling with a willingness to work extra non-standard hours
• Ability to grasp, communicate, and occasionally develop processes for use by various teams
• Ability to meet agreed deadlines, with demonstrable productivity (i.e. incident resolution times, rates , etc.)
• Culturally diverse and inclusive.(statement)
• Application Development and Support that deliver on business initiatives
• Data management and reporting services
• Identification, development, integration and deployment of new Microsoft based technologies into new and/or existing applications
• Able to work flexible hours and available after hours if required based on service level expectations
• Support and manage multiple processes in the day to day operations of financial & accounting activities around planning & reporting groups
• Support monthly, quarterly and annual financial closing processes, forecasting and budgeting processes within multiple Longview reporting systems for financial consolidation
• Major support functions include but are not limited to
• End user support and troubleshooting of day to day issues or errors. Communicate to end users regarding system maintenance schedules and systems downtime
• Troubleshooting and support of daily data loading/data copying activities between different financial planning systems and data validation between planning and source ERP systems
• Allocation processes for regions including:◦Adding new business units/cost centers to allocate
• Updating allocation details (percentages, brand and location details)
• Running allocations and identifying any variances
• Liaison with end users to resolve any allocation issues
• Maintain documentation on key Longview systems, applications and business processes
• Support SOX testing requirements for Longview system Basic Qualifications
• 3 to 5 years experience in Finance, Accounting or Information Systems organization that provides end user support
• Must have 2 years’ experience using Longview (Khalix) and or Hyperion or similar Multi-Dimensional tool and systems for Planning, Analysis and Management Reporting etc
• Experience with Windows Office applications including advanced Excel skills (including macros) is required
• Undergraduate degree in Finance, Accounting, Information Technology or related area is required. Graduate degree or MBA is a plus. Additional Qualifications
• Strong written, verbal and analytical skills with a keen focus on exceptional customer service
• Exceptional interpersonal skills with ability to work as a team or independently
• Ability to handle multiple priorities in a fast paced environment

O&t-application Support Specialist Resume Examples & Samples

• Systems and Client Support: Running with day-to-day business issues that arise on production systems
• Analyzing problems, discovering limitations and solving these problems to the requirements of a fast moving business. The problems manifest from Production Monitoring, User Queries, Ad-hoc Support, other Application Support and Problem Resolution
• Dealing directly with the client base through User Requests and Queries. This will include ad-hoc reporting and analysis
• Provide overnight/weekend support (through a remote desktop solution) for the applications on a rotational basis
• Co-ordinate and Support client testing as requested by other technology groups
• Managing all Support Emails
• Managing Problem Tickets raised to the group
• Recording all items in a suitable tracking tool
• Dealing with the Support Tasks
• Monitoring of application processes
• Dealing with non-Critical support emails
• Should be willing to work in EMEA timezones
• IBM RTC 3.0 and avove ( Rational team concert) and TaskTop 1.1.2 version and above Good in UNIX and Linux and Windows commans so the person and work on these platforms without assistance
• 4+ years working in a developer support or Linux support capacity
• Able to work as part of a team and alone
• Flexible and adaptable with very good communications skills
• Good Analytical/Problem solving skills
• Level head, even demeanor
• Linux 5.x , 6.x Windows/.NET Developer SME Support , Linux scripting , Visual Studio Team System 2008/2010 Knowledge (Visual Studio 2008 Developer Edition, Visual Studio 2008 Architect Edition, Visual Studio 2008 Test Edition)
• Microsoft Team Foundation Server 2008/2010 System Admin skillset. IBM Rational Team concert , Rational Asset Manager , Collabnet Team Forge , concept of Clouds
• .NET (C#), ASP.NET programming skills
• Windows SharePoint Services 3.0 - SQL Reporting Services, SQL Server Integration Services - SQL Server 2005/2008
• Windows scripting: PowerShell, VB script, WSH
• Office Applications – Excel, Work, Powerpoint, Sharepoint
• WinXP or Vista desktops, Win2k3 or Win2k8 Server
• MCSE or MSCD Certification desirable
• VMWare ESX Server expertise is a plus
• Experience with MSI/Windows Installer Packaging Standards desirable. ITIL and ITSM experience would be a plus

Business Application Support Specialist Resume Examples & Samples

• 1 Retail brokerage experience (Wealth Management) in a branch setting
• 2 In-depth knowledge and understanding of the wealth management industry, including full service brokerage
• 3 Good knowledge of technical and business trends in the wealth mgmt business
• 4 In-depth knowledge of ClientLink and ClientSource systems
• 5 Knowledge of New Account Documentation and procedures
• 6 Operations knowledge
• 7 Completion of or willingness to obtain the Canadian Securities Course (CSC)/Conduct & Practice Handbook Course (CPH) within one year
• Incident management
• On the ground interface” for business/change teams
• On call support and ad-hoc overtime
• Assist the project planning process by providing estimates for design & development effort
• Ensure solutions are designed in accordance with agreed design principles
• Quality assure 3rd party supplier deliverables
• Build applications, prepare delivery areas and implementation plans for all environments
• Manage programme configuration management in conjunction with others
• Support & guidance in delivering to and maintaining all environments
• Re-create, analyze, troubleshoot, and provide diagnosis of incidents relating to off-the-shelf and proprietary applications and/or platforms
• Determine root cause of incidents (configuration vs. defect)
• Liaise with appropriate teams for the development of corrective actions or viable workarounds to resolve incidents
• Deploy application upgrades and fixes
• Respond to automated alerts on the health of systems
• Execute scheduled or unscheduled tasks relating to operational maintenance and monitoring of applications
• Perform routine audits of systems for the purpose of preventative maintenance of applications and reporting on their status
• Ensure all work is carried out and documented in accordance with required standards, methods and procedures
• Share Independence Business Knowledge; give guidance, training and leadership to Team members
• 3+ years in Application Management, Development/Operational Support environment/discipline
• Demonstrable knowledge of various Operating Systems such as but not limited to: Windows Server 2008 R2 / Windows Server 2012./ Windows 7
• Intermediate to Senior level .NET programming and/or scripting experience. (C#, Shell Scripting, HTML 5, HTML)
• General understanding of networking/LAN/WAN/DMZ concepts
• Ability to read and understand code (Code-competency) for diagnosis, escalation to tier 4 teams Knowledge of troubleshooting tools and techniques related to networks and systems i.e. remote access tools, Windows Support tools, connectivity tests, etc
• Knowledge of Stored Procedures, SSIS and Data Transformation Services
• Understanding of n-Tier application architecture concepts
• General knowledge of SQL and In-depth knowledge of MS SQL Server 2008/2012/2014
• Experience of Active Directory/LDAP
• Experience supporting multi-tier environment
• Demonstrable knowledge and familiarity with MS SSIS, SSRS, T-SQL or PL/SQL
• Good understanding the complexities, inter-dependencies and relationships between components with the Global Independence System (GIS) Phase III deployment
• Good interpersonal and verbal and written communication skills
• Ability to meet agreed deadlines, with demonstrable Productivity (Project activities, incident/problem completions, etc.)
• Required to work in a virtual and culturally diverse environment
• MCITP - Microsoft Certified IT Professional, preferred
• ITIL Foundation Certificate in IT Service Management, preferred
• 1-2 years of project coordination/management experience
• 3-5 years knowledge of information technology
• 1-2 years proficiency of MS office products (Excel, Word, PowerPoint)
• 1 year experience in using Microsoft tools such as MS Visio and MS Project
• SharePoint experience desirable

Application Support Specialist Lead Resume Examples & Samples

• Adhere to E&Y and ITIL guidelines for Incident, Problem and Change Management
• Demonstrable knowledge of Windows 2003/2008 server O/S
• Demonstrable knowledge of SQL2005/2008
• Demonstrable Intermediate to Advanced knowledge of IIS platform and tasks (security, application pooling, SSL
• At least 7years in Application Management, Operational Support environment/discipline
• At least 7 years of demonstrated management experience of a global team
• Solid understanding of .NET programming and/or scripting experience
• Conceptual understanding of peripheral hardware such as load balancers, WAN optimizers, etc
• Intermediate SQL knowledge relating to replication setup, DTS, clustering, etc
• Experience supporting applications in shared or virtual environments
• Web Development, XML and Web Services
• Change management & Scheduling of Application change
• Collate data for & help coordinate Capacity/Performance Management
• Flexible working hours and ad-hoc overtime
• Provide holistic support of application availability to Business Users
• Take actions to achieve reductions in frequency and duration of incidents that impact application availability
• Ensure shortfalls in application availability are recognized and appropriate corrective actions are identified and progressed
• Take action on agreed appropriate actions with Line Management to maintain or improve application availability levels
• Initiate and coordinate actions required to maintain or improve availability of applications
• Act as a coordination point for changes to applications on a need basis
• Provide a range of application availability reporting to ensure that agreed levels of availability, reliability and maintainability are measured and monitored on an ongoing basis
• Successfully facilitate delivery of changes to reports needed by the business and ensure that reports and their dependencies are made available for the business
• Maintain and document an awareness of technology advancements and best practices that support application availability
• Amend data anomalies resulting from system malfunction and service requests upon necessary authorization and adherence to the standard change process
• Define and document e2e User Acceptance test plans as per function process in accordance with the Business requirement
• To work with all IT managers and other teams to ensure the testing requirements are fulfilled
• Participate in system change/releases/project meetings
• Deliver team deliverables in quality and timely manner
• Work with the business to identify and resolve operational risks and gaps introduced by changes in the system to the business
• Logging, forwarding and tracking changes with the relevant Technology and Change teams
• Work closely with Release Analysts
• Review releases and assign appropriate release testing tasks
• Conduct installation procedure tests
• Participate in functional, performance, and integration testing results
• Ensure that all architectures are signed off by Service Management architect in Service Delivery
• Participate in existing and new governance forums e.g. SIDF (Services Infrastructure Design Forum), TACC
• (Technical Architecture Control Council), IRPC (Infrastructure Replacement Council)
• Sell and motivate the implementation of service improvement plans/ initiatives
• Ensure signoff of Service Management artefacts by domain architects in the regional office
• Establish a mechanism for the measurement of stakeholders in their adherence to the defined Service Management principles
• Participate in the formulation and clarification of Statements of Requirements, and any subsequent activities such as Proof of Concepts or product evaluations, by managing, controlling and supporting the interface role between vendors and other IT departments or Business units as regards Service Management related technologies and services
• Participate by leading, managing and giving the Barclays Technology view and position in the negotiations between the vendors and Sourcing as regards Service Management related technologies and services
• Understanding of banking (retail and commercial), core banking applications, IT Architecture, Change Framework and testing methodologies
• An operational perspective and an understanding of how the testing team fits and contributes to the projects and the business changes
• Hands on knowledge of testing tools, automated as well as manual testing
• Proficient in “desktop” applications (Word, Excel, Access, PowerPoint)
• Strong management skills
• Good project and release management skills
• Strong team ethics. Whether functional, cross-functional or across different business and country, ability to create a friendly and focused team environment
• Need to multi task in support of the resolution of complex business problems in different countries
• Take full responsibility for own Performance Development
• Knowledge of Retail, Corporate and all other products offered by Banks and the way they relate to available systems
• Good knowledge of core banking systems
• Good knowledge of the standard Change Governance Framework
• Knowledge of user acceptance testing and change implementations
• Experience in relationship management
• Knowledge of working within a complex matrix management structure to deliver the end business objective
• Policies and Governance knowledge within the Group and local legislation
• 3+ years of related Support or Code Development experience
• Experience with Web Application Servers is required. (Websphere, Weblogic, Tomcat, JBoss)
• Experience working with RDBMS's (Oracle, SQL Server, DB2, mySQL)
• Proficient in Windows and UNIX/Linux environments
• Programming/scripting language is helpful; ideally java/jsp/javascript

Finance Application Support Specialist Resume Examples & Samples

• Preforming daily system checks and resolving/escalating issues as appropriate
• Granting and maintaining application permissions
• Interrogation accounting database in the investigation of business issues
• Troubleshoot application bugs and identify issues for development

Oracle BPM Application Support Specialist Resume Examples & Samples

• Completion of a BS in Information Technology, Computer Science, or equivalent
• Experience in low to medium scale software development projects
• Completion of training and technical certification for application or programming language
• Experience in software development estimation techniques and tools
• Experience in applying CMMI and/or software development lifecycle concepts
• Completed technical assignments under general guidelines
• Worked in a team environment to design, develop, test, and deliver technical solutions
• Managed time and resources to meet assigned deadlines under pressure
• Interacted effectively in cross-departmental project teams and successfully dealt with difficult individuals
• Developed multiple modules of low to medium complexity solutions and low to medium complexity designs
• Identified and solved technical problems of moderate scope
• Shared information and clear communication with team members
• Promoted cooperation between team members

Application Support Specialist, AVP Resume Examples & Samples

• Implement and manage multiple Technology migration projects for High Critical applications in Citi Risk Portfolio simultaneously
• Work closely with PMO, application Development and support teams for timely delivery of projects
• Prepare Weekly, Monthly, Ad-hoc reports/presentation for senior Management
• Review Projects with PMO Teams regularly and update the lessons learned and process improvements for ongoing and future projects
• Prepare and Deliver multiple Development, UAT and Prod environments for Monthly and Quarterly release deployments
• Understand Release management cycle for application and support multiple simultaneous Environment preparation
• Change management within Server Infrastructure and application management
• Plan and perform COB Test, document the findings and take corrective actions
• Plan, forecast the Total cost of Ownership (TCO) of application and tracking the budget within Forecast
• Manage End of Life/End of Vendor Support for Hardware/Software projects
• Work with CSI Application Manager on Compliance of Franchise critical applications, audit reports preparation/Findings
• 5+ Years of IT Infrastructure experience at Practical Technical Level (Server Builds, Datacenter Builds, Technology refreshes and Enterprise Technology)
• 5 + Years of IT Project Management experience in Banking Domain
• Experience working with all aspects of IT Infrastructure (Design, built, test, deploy, maintaining & monitoring, service management)
• Project Management (PMP), ITIL, CISSP Certified Preferred
• Good understanding of UNIX, AIX, Linux, Sybase IQ and Oracle Databases
• Good understanding of BASEL Business process

Application Support Specialist Intern Resume Examples & Samples

• Engage with business stakeholders to understand business requirements
• Triage and resolve global support cases on system, process or data issues
• Responding to customer inquiries, primarily by telephone and e-mail
• Collaborate with IT to resolve system integration or code related fixes
• Using knowledge base to resolve internal customer issues
• Basic understanding of CRM, Service Cloud, PRM is an advantage
• Knowledge of customer service environment is an advantage
• Ability to balance customer needs with technology capabilities
• Strong Communication skills and fluency in English (spoken and written)
• Ability to work in a team environment with strong attention to detail
• Needs to be eligible for the Job Bridge internship scheme
• 3-5 years of real life production systems support experience
• 3 years Linux or Windows Application or support experience
• 3-5 years or ApacheTomcat or IIS administration
• 3 years Administering, Configuring and Supporting Nagios
• 3 years Administering, configuring and supporting Splunk
• 3 years supporting Ab Initio in an enterprise environment
• 3 years supporting Collibra in an enterprise environment
• 3-5 years of Unix Shell Scripts (Boure shell, Korn shell) or Wintel scripting
• (VBScript or PowerShell)
• Strong Unix Administration Experience
• 1-3 years SQL, Oracle or MS SQL specific experience a plus
• Knowledge of TCP/IP and networks in general beneficial
• Highly motivated, disciplined, self starter with high energy
• Goal orientated and thrives under pressure
• Excellent communication skills, written, verbal and non-verbal
• Able to work and deliver within a distributed team environment
• Weekend and Late night work will be required on occasion for support
• Provide Tier 2 business process and application support in an effort to bring resolution to internal and external customers/users problems on basic hardware, network, software, and applications
• Troubleshoot and restore technical service and equipment issues by analyzing, identifying, and diagnosing faults and symptoms using established processes, scripts, and procedures
• Help identify and analyze problem causes, patterns, and trends and recommend corrective action where appropriate
• Perform data analysis using appropriate tools and system transactions to support recommendations
• Identify customer concerns and resolve or escalate customer issues expediently and accurately within documented timeframes
• Log all incoming issues (instant messenger, email, phone, fax, etc.) into problem-management database; follow established procedures to document problems and recommend modifications to procedures as required
• May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems
• Simulate or recreate user problems to resolve operating difficulties
• Recommend system modifications to reduce user problems
• Respond to after hours on-call support for business continuity
• Support customer needs by responding quickly to incidents based on priority and maintaining a focus on providing excellent customer service
• Gather requirements, conduct business analysis, and write technical design specifications
• Oversee the preparation and design of various reports, data downloads, research, and special projects
• Conduct quality assurance reviews of data for accuracy and completeness and assist and direct troubleshooting for data integrity if required
• Perform problem determination (root cause analysis) as well as document the source of problems and their resolution. Recognize and analyze trends in errors so as to identify and install long term solutions to problems
• Perform validation when new releases are deployed into production which may require validation after hours (early morning or late at night)
• Respond to requests or questions on interpretation or reporting of data
• Validate test plans and test scenarios; verify test results
• Effectively communicate with business users and customers
• Manage all digital support requests
• Implement and manage support processes, ensuring that the most efficient and correct solutions are provided for all digital service requests
• Monitor, manage and provide reporting of ticket status, escalations, issues, etc
• Provide white-glove ‘top tier’ technical and non-technical support for all internal clients
• Provide technical and customer relations leadership with a focus on high quality service
• Assist with project management of various application driven projects, including upgrades, new implementations, user training, etc
• Deep knowledge of how Horizon Media and external client interaction drive system use, issues and enhancements
• Technical liaison between application vendors’ support channels
• Develop and maintain technical documentation and installation guides for day to day (recurring) application service requests
• Be an integral member of the application support team responsible for multiple enterprise applications and projects
• Document and maintain knowledge base and run book for multiple enterprise applications
• Participate in developing and maintaining service level agreements and ongoing management of service level compliance and general controls
• Work with cross functional teams to prioritise and deliver enhancements and new solutions
• Manage multiple tasks and projects simultaneously, prioritising workload efficiently
• Act as the point of contact for escalations to vendors and internal teams
• Deliver root cause analysis for reported incidents
• Provide operational metrics to demonstrate overall health of supported services
• Demonstrate strong technical, communication, and troubleshooting and customer support skills
• Act as an advocate for new solutions that support the company vision and push end users to be more productive
• Oversee new product / service releases
• Deliver engaging, informative, well-organized presentations
• Provide 24x7 on-call support in an on-call rotation
• Support global business users (via cases) across Global Renewals Operations with, Salesforce.com (CRM, PRM, and Service Cloud) application and the relevant integrations for these applications
• Apply configuration changes, create reports and dashboards, record management
• Facilitate quick win enhancement requirement discussions between business and IT
• Work with IT to address system bugs and develop workaround solution
• Develop test cases and complete user testing, as required
• Support “war room support” (immediately after major program launch) as well as ongoing support for implemented functionality
• Delivering first & second level support for business applications to remediate or provide guidance on reported issues
• Monitoring application error logs and incident/problem ticket queues
• Ensuring continuity and quality by owning the resolution of issues, tracking progress and escalating as appropriate unless resolution reached, coordinating the support between various teams
• Maintaining and supporting internally developed applications (in Development, UAT and Production environments)
• Ensuring standards and guidelines are documented, applied and maintained for administration, deployment and monitoring
• Deploying and administering tasks for releases including problem resolution (specific systems involved: Geneva (Unix), Business Objects, SRL, WARP in production, BCP, UAT environments )

Production Application Support Specialist Resume Examples & Samples

• Software: IBM MQ, Oracle WebLogic application server
• CA Siteminder & iPlanet are nice to haves
• Unix & Windows operating systems
• Languages: Shell scripts (ksh), Java (Servlet, JSP, EJB, SOA – WebServices)
• Design Experience: Highly Available web architectures

Lead Application Support Specialist Resume Examples & Samples

• Tier 3 escalated Incident management
• Deployment of application upgrades and fixes
• Applying Change and Releases to the productive environment
• Executing scheduled or unscheduled tasks relating to operational maintenance and monitoring of applications
• Ongoing care of health and consistency checking, capacity and deployment of monitoring and alerts
• Support call management including logging, monitoring / updating
• Project hand-over of knowledge and ongoing operational responsibilities
• Disaster Recovery Planning / Test Execution
• Defined unique operational activities to maintain application service
• Optimization of Operational activities (i.e.. scripting of manual tasks to ease work)
• Defined unique operational activities (i.e.. daily removal of certain files if it can’t be automated)
• Providing appropriate performance indicators for operational service reviews
• Analytical skills
• Ability to identify root cause
• Ability to quickly evaluate an incident and isolate application impacts
• Deep application related knowledge in the EY key technologies
• MS SQL (2005/2008)
• MS .Net(1.1/2/0/3.5)
• MS IIS(6/7)
• Infragistics version 7 and higher
• SSIS Packages
• Batch management tools like Ctrl M
• MS SharePoint (MS Sharepoint knowledge can be built later)
• Solid knowledge in underlying platforms/technologies
• MS Server technologies
• Foundation Services (DNS, DHCP, SMS, Active Directory)
• Network topologies
• Base knowledge in techniques like
• Firewall/DMZ
• Monitoring and Control systems like HP Openview, Alarm Point etc
• Preferable min 5-7 years in Application Management, Operational Support environment/discipline
• Exceptionally also a new starter with high potential can be considered to grow in this position
• Providing 3rd level application support of applications; revising, updating, and providing documentation as required
• Working closely with the NOBLE product supporting our business requirements within the Auto-dealer system and working closely with our business and project team members
• Experience with banking applications such as Collections Calls, Dialer Systems, Telecom, Auto Dial or Screen interactions would be desired
• Assist in performing systems integration testing and user acceptance testing as required by software development lifecycle
• Executes or participates in parallel, pilot and other system test phases prior to implementation to ensure accuracy and completeness
• Researches, prepares detailed specifications, defines, designs, develops, tests, debugs, installs, and modifies computer software in various platforms in a complex and integrated systems environment
• 1-3 years information technology experience
• Experience in defining business requirements
• Any workflow management experience would be helpful
• NOBLE systems experience would be desirable
• Auto dialer systems experience with collection calls also desirable
• Looking for someone that can “think out-of-the-box” in bringing a different perspective on solving complex banking applications
• Any banking applications experience is a big plus
• Requires basic understanding of applications systems
• Act as the technical liaison between the business and project team collaborating on new business requirements for our NOBLE Systems
• Has knowledge of business systems – banking applications preferred

Front Office Application Support Specialist Resume Examples & Samples

• Write SQL Queries for Oracle and Microsoft SQL databases
• Effectively manage projects
• Work with Traders
• Stay current with leading edge trading systems technology, through a well-developed and maintained professional network of individuals and organizations
• Basic understanding of Java Code and Fix
• Intermediate knowledge of Windows platforms
• Knowledge of Oracle and SQL
• Proficient with OMS and EMS systems such as Thinkfolio, Portware, Fidessa, Charles River, and Trading Screen
• In-depth understanding of Electronic Trading cross Asset, and Algo/DMA Trading
• Understand Full Trade Lifecycle from Front to Back Office

L Application Support Specialist Resume Examples & Samples

• Response to escalated exception/alert based monitoring from L1/L2
• Documenting ready for business checks for execution by L1/L2
• Outage management, regional and follow the sun response (coordination of and communication between troubleshooting participants using bridge calls and email)
• Answering client “how-to” queries and medium to difficult queries including investigations/follow-ups with developers if the answer is not documented
• Implement L3 requests (user administration/provisioning, account management, server management) using graphical or command line tools or documented procedures
• Regional participating in rollouts of services/products, change management
• Troubleshooting, investigation and repair of problems where automation or current documentation does not address the issue
• Handling of escalated support tickets (problem/request/incident) from L1/L2
• Enhance stability by strategically remediating any discovered issues and development of new procedures and processes
• Automation of manual processes, development and enhancement of support scripts, tools, monitoring
• Participation in on-call rotation, handling of escalated alerts, managing/performing scheduled work
• Operational experience with Unix environment
• On-the-job training will be provided for the specific applications to be supported
• Excellent communication and client management skills
• Process analysis and automation experience is highly desirable
• Intermediate scripting knowledge (Shell, Perl, Python, and/or PowerShell preferred)
• Familiarity with relational databases (MSSQL or Sybase preferred)
• Ability to perform thorough troubleshooting skills, with the ‘moving parts’ based on multiple technologies (for example: Unix, Apache, Siteminder, numerous data sources like databases and LDAP) and platforms
• Operational experience with Windows (server) environment
• Experience with problem and outage management is highly desirable
• Experience with trader voice (dealer boards) is a plus
• Experience with management of a VoIP environment
• Knowledge of web service technologies (Apache/Tomcat)
• General VoIP knowledge (H323 / SIP)
• Telephony platform experience (CISCO/Avaya)
• Support the technology associated with Russell's daily operations in a timely manner to manage risk and ensure a reliable, scalable, production environment
• Ensure internal data integrity which includes daily global pricing, security master and many forms of trade data; also provide timely support for issues regarding Russell enterprise data, including data analysis, setup, troubleshooting, data queries, data changes, and reporting
• Provide coverage for change management of both internally developed and vendor provided systems, including ensuring that quality assurance and testing of systems and subsystems are accomplished prior to moving changes to production; responsible for approving changes to the Russell production environment, practicing changes in a lower environment and ensuring all changes and processes are properly documented
• Support oversight to ensure that Russell systems are fully supported 24/7: this includes managing the primary application and infrastructure monitoring platform and configuring new checks when needed
• Determine technology support needs and assess availability of resources: this includes attending and participating in project meetings, participating in sprint stand-ups with the project team(s) and engaging any additional resources in a proactive manner
• Coordinate technology efforts with Corporate IT and the business units; this position is heavily involved in any core infrastructure or software changes to ensure they are performed in the most risk-free manner possible
• College Degree in Management Information Systems or Computer Science required
• Microsoft SQL Server Querying
• Windows Server Administration (IIS/Windows Services)
• Help desk and/or desk side support
• Microsoft PowerShell or other Scripting language
• Experience in a 24/7 environment possibly including On-Call responsibilities
• Strong documentation skills (knowledge base)
• Strong interpersonal, oral and written communication and collaboration skills
• Ability to effectively adapt to rapidly changing technology and apply it to business needs
• Ability to manage time and effort effectively across concurrent/competing priorities
• Demonstrated commitment to proactive, ongoing, self-directed education in subject matter area
• Effectively collaborate with peer group to innovate and implement solutions that meet group objectives

Business / IT Application Support Specialist Resume Examples & Samples

• Receives telephone requests to troubleshoot malfunctioning equipment, system problems, and terminal resets
• Provides resolution for reported problems and logs trouble tickets for incoming trouble calls
• Provides proactive system monitoring to ensure maximum up time
• Bachelor's Degree required
• 2-3 years information technology experience
• Requires basic understanding of application systems.     
• Has knowledge of business systems, and has specific knowledge of the functions supported as well as their associated functions

ERP Application Support Specialist Resume Examples & Samples

• Perform setup changes as requested by the system’s users
• Ensure good understanding of the Business flows and of the integrated IT system
• Create working procedures, build-up knowledge databases and functional documentation
• Provide trainings for the key and final users, providing a global vision of an integrated system
• Create SQL inquiries and request data updates in the database
• Perform regular system monitoring and data clean-up activities
• SQL/ Oracle databases knowledge
• Knowledge on Finance and Accounting or knowledge on Supply Chain and Manufacturing
• Excellent written and oral knowledge of English
• Work experience in Accounting / ERP Customer Support or previous experience in IT
• Inquisitive
• Sense of responsibility for own work
• Positive approach and team-work orientation

Application Support Specialist Sharepoint Resume Examples & Samples

• Develop, maintain, and enforce SharePoint governance policies
• Ensure the integrity and security of SharePoint data in accordance with business needs and industry best-practices regarding privacy, security, and regulatory compliance
• Use ServiceNow to monitor and route calls
• Act as a Liaison with appropriate teams to perform and analyze complex Application troubleshooting and diagnosis of incidents relating to off-the-shelf and proprietary applications and/or platforms
• Collaborate with other IT teams to perform backups and restores of SharePoint and ASP.Net based applications
• Proactively manage and apply cumulative updates and service packs in supported environments
• Provide /coordinate after-hours service for escalated issues from NHD or supervisor
• Provide leadership assistance for deployment of hardware and software
• Perform installation and configuration of applications in supported environments
• Implement and support SQL Server 2008/2012 database, integration, reporting and analytics solutions to be integrated with the SharePoint farm
• Performing routine audits of systems for the purpose of preventative maintenance of applications and reporting on their status
• Perform effective call management including logging, monitoring / updating, prioritizing and resolving calls in a timely fashion
• Develop training materials and provide training to IT team members and users with varying levels of skill
• Assist junior staff resources within scope of project or specialization
• Some supervisory and/or project management experience preferred
• Strong knowledge of SharePoint PowerShell, Central Administration, Service Applications, and site collection settings
• Strong SQL database management and troubleshooting skills
• Ability to build custom web parts, timer jobs, and other developer-related technologies is a plus
• Demonstrated technical proficiency in Microsoft Windows Enterprise servers (2008, 2012), IIS, Microsoft SQL 2008R2, 2012, 2014, Microsoft .NET development technologies, including Visual Studio 2012, C#, ASP.NET, HTML, CSS, JavaScript, LINQ, WCF, Silverlight, AJAX,CAML,XML, XSLT, REST, and DOM
• Working knowledge of resolution tools such as Remote Access Software, Microsoft Lync, TeamViewer, Timbuktu, Terra Nova, Fiddler, Process monitor, network monitor, Wireshark etc…
• Excellent interpersonal, written, and verbal communication skills
• Ability and desire to work in a fast-paced, dynamic environment to meet deadlines and to complete time-sensitive projects as assigned
• 3-5 years of experience in technology support with a minimum three (3) years of SharePoint Administration experience. (MCSE, MCTS preferred)
• Addresses issues within SLA reported for specific applications supported by identifying root cause and workarounds and/or fixes
• Re-creation, analysis, troubleshooting and diagnosis of incidents relating to off-the-shelf and proprietary applications and/or platforms
• Responding to automated alerts on health of systems
• Transitions key knowledge on the issue and research completed if issue is escalated to Tier 4
• Participates in transition discussions and knowledge transfer for projects related to supported applications. Manages deployments associated with projects and makes certain knowledge of changes is understood, documented and available in appropriate knowledge repositories
• May identify opportunities to enhance the support process for an application or reduce manual intervention required via more automation
• Provides validation of applications supported during routine maintenance activities (e.g. Windows server patching)
• Maintains contact with peers in other IT Services functions such as Remote Services, On-Site Services, Telecommunications, Hosting Services, Customer Portfolio, Solutions Delivery, Engineering, and Service Management to encourage cross functional teaming and knowledge sharing
• Shares knowledge of upcoming changes to the applications supported and may train others on these changes and their implications
• Understands and communicates implications of changes in other areas (e.g hosting processes) to IT Global Services portfolio team and when appropriate, business customers
• Perform analysis of metrics, data, and key performance indicators (KPI) for the purpose of making decisions around capacity and processes
• Intermediate to advanced knowledge of .NET framework 2.0, 3.0 and 4.0
• General understanding of networking/LAN/WAN/DMZ concepts – load balancers, active directory
• 2+ years of Experience providing Level 1 Application Support w/ Buy side, sell side or portfolio management software
• Good working knowledge of Financial Markets and Instruments with broad asset class understanding
• Basic understanding of FIX
• Understanding Full Trade Lifecycle from Front to Back Office
• Highly organized
• Troubleshoot and provide second-tier support and issue resolution for the Oracle Retail and DCMS application
• Serve as a subject matter expert and escalate higher priority issues (Tier 3) to the appropriate resources for in-depth analysis
• Work with development team and/or external vendors to resolve system issues
• Manage the administration of the Oracle Retail application suite
• Liaison with 3rd party vendors and business users for problem resolution, system upgrades, functionality changes and testing
• Maintain and update core data through application forms
• Coordinate and oversee user testing related to problem resolution
• Create and update documentation for the service desk for first and second-tier support
• Provide 7X24 On Call support
• Gather requirements and create functional specifications for Oracle Retail and DCMS integration points
• Identify user-training opportunities
• Follow documentation, version control and testing and migration standards
• Perform other related duties, as assigned
• Partner with Application Developers to provide Operational Support for the Citi FX Pricing Platform
• Work as a bridge between application development teams and infrastructure support teams, to drive platform stability
• Active engagement with development and partner support teams to drive a culture of efficiency and operational excellence
• Respond to technology events and incidents in a swift and effective manner to maximise service availability
• Experience in an application support or development environment
• Understanding of distributed computing fundamentals
• Linux expertise
• Quality orientation with a strong eye for detail
• Process driven approach with an appreciation of industry best practice
• Pro-active, organised, thorough and energetic Excellent communicator, presenting to senior management level stakeholders
• Linux (RedHat or other major distro)
• Middleware (Tibco RV/EMS or Solace)
• Time series database e.g. KDB
• Scripting tools bash, perl or python
• Ability to debug at code level (java)
• Monitoring tools (ITRS or Nagios)
• Understanding of IP networks
• Ability to analyze and monitor network traffic (corvil)
• Familiarity with configuration management and build tools (svn/jenkins)

Fixed Income Application Support Specialist Resume Examples & Samples

• Have a knowledge of the project lifecycle
• Proven experience in an IT role
• Good knowledge of risk management, configuration management, and disaster recovery e.g. SIGMA / ITIL
• Proven technical expertise in an IT role
• A wide knowledge of IT hardware, software, operations and networks
• UNIX - shell scripting
• Summit knowledge is a plus
• ITIL is a plus
• Support for various Terminal Automation Systems
• Support related SAP logistics (SD & MM) processes
• Support of SAP authorizations and logistics
• Support of Codas ERP system for HomeHeat business
• Support of various other interfaces from Retail systems to SAP
• Support for other systems as requested
• Work with Finance team and other relevant teams to identify problem areas with existing systems and processes
• Assisting in developing program of improvements to these processes
• IT qualification or certification
• Three-five years' experience in a similar support role
• Experience in using SAP
• Demonstrates excellent interpersonal, relationship building, people management and communication skills
• This position works under supervision with regular updates to supervisor/team leader
• Basic ability to read and modify XML files
• At least five years of experience working with Websphere, IBM BPM, and SQL
• At least 3 years of relevant work experience in Application Management, Level 3 Operational Support environment/discipline
• Ensure live I.T. systems are managed effectively and service availability exceeds target SLAs
• Identify, investigate and resolve a range of technical issues affecting business systems and their infrastructure ensuring excellent commutation to stakeholders at all times
• Responsibility for systems support and technical issue resolution to ensure high availability of business critical systems
• Escalate high impacting incidents where appropriate and follow up to ensure resolution
• Develop strong working relationships with key stakeholders, including business areas, IT project and development teams, risk and compliance and relevant 3rd party suppliers
• IT 3rd Level technical qualification (e.g. computer science degree or similar)
• At least 3-5 years IT experience and at least 2 years in a similar role
• The ability to deal with a wide range of business areas and 3rd party vendors
• Experience of Database management and SQL programming skills including proficiency in data query structures and exposure to SQL database maintenance practices
• Understanding of ITIL IT Incident and Change processes
• Strong software troubleshooting and problem solving skills
• Experience with the following technologies - SQL Server Administration, Java, MySQL

AVP Senior Application Support Specialist Resume Examples & Samples

• Ingestion Scripting: Creating, updating & maintaining scripts that facilitate ingesting & storing in CMOD
• Retention Scripting: Creating, updating & maintaining scripts that facilitate releasing and holding in CMOD/TSM
• Retrieval Development: Creating, updating & maintaining java code that facilitates search, render & retrieval of all types of CMOD content
• Operational Scripting: Creating, updating & maintaining scripts which facilitate system health alerts, record/report statistics & increase system reliability
• System Administration: Install, upgrade & configure CMOD software and its components
• Troubleshooting: Analyze, investigate problems to get root cause then follow through with research to solutions
• Operations: Review alerts and system statistics to identify and prevent problems, take recommended prescribed daily steps to ensure production data is available and minimize production downtime
• Documentation: Create, update & maintain all documentation as needed by Citi standards
• Communication: Participate in technical meetings. Communicate with other technical and business operations teams via verbal and written mediums
• Lead Offshore Team: Provide technical guidance to application support personnel located offshore
• A minimum of 5 years hands-on technical experience in the Enterprise Content/Report Management Domain
• At least 5 years as a developer and/or support specialist with CMOD on a distributed platform
• 2 years with other enterprise report management systems, such as, Anacomp, Filenet or Documentum
• Bachelor's Degree in Information Systems, Computer Science, Engineering or similar discipline
• IBM CMOD Administration
• Running CMOD utilities like arsload, arsadmin, arsdoc, etc
• AFP engine transformation and configuration (AFP2PDF, AFP2WEB)
• CMOD storage management
• Tivoli Storage Manager (TSM) administration
• Unix (Linux/AIX) administration
• Troubleshooting i.e. can research fixes/enhancements/logs
• Core java or Perl or C development background in an SDLC (full life cycle including design, code, test & document) environment
• Knowledge of SQL for DB2 and ORACLE
• CMOD/iText integration
• Disaster recovery, continuation of business & backup/recovery
• Installing and upgrading CMOD software stack
• IBM ODWEK API
• Provide outstanding customer service to home office users and store team for Merchandise Planning & Allocation (MP&A) systems
• Utilize problem solving and technical skills to support the team, resolve questions, and document software bugs for MP&A systems
• Maximize MP&A system investments/capabilities by learning and providing in-depth functional knowledge in Planning & Allocation
• Aggressively learn and evaluate existing infrastructure and processes for the MP&A systems and MP&A business team
• Uncover opportunities in the MP&A systems and business and provide solid business cases for future changes/enhancements
• Support business growth with software design, development, testing, implementation, and training
• Thoroughly understand business needs of the MP&A team, translate the needs into actionable projects and tasks, and implement technology solutions to satisfy the needs
• Provide periodic “on-call” coverage after normal business hours, weekends and/or holidays to ensure minimal outage time and superior service
• Quickly learn and adapt to new software, platforms, and business changes in the MP&A space
• Partner and contribute in a cross-functional team including Merchandise Planners, Allocators, Merchants, Store Operations, Logistics/Distribution, and IT
• Execute Retail IT strategies and directives to ensure future company growth and success
• Proven knowledge of “retail math” and retail sales reporting including S/T, WOS, builds, mark-down analysis, UPT, ADT, conversion, IMU, MMU, comp/like sales, etc
• Must demonstrate fluency in SQL and Excel. SQL Server or Access experience is also preferred
• Proficient at analyzing and interpreting large amounts of data; with the ability to synthesize information and translate into effective and actionable insights
• Must possess superior problem solving and analytical skills
• Ability to handle multiple projects simultaneously and to deliver projects and results within timelines
• Excellent organizational, verbal and written communication and the ability to present information in a clear, concise and complete manner
• Self-starter, creative, enthusiastic, innovative and collaborative attitude
• Sense of urgency and accuracy
• Must have natural intellectual curiosity and significant motivation
• Bachelor’s degree in Business Management with MIS focus or Computer Science
• 2-5 years of experience in supporting Merchandise Planning, Allocation, Merchandising, or similar retail systems
• Experience with Epicor, JDA Allocation, MID Allocation, TXT Maple Lake, Manugistics, i2, Quantum Retail, or JDA Enterprise Planning is preferred
• Reporting/BI system experience is a plus
• In-store retail experience is a plus
• SAP experience is a plus

Senior Application Support Specialist Resume Examples & Samples

• Follow up and take ownership of issues reported including investigation, communication, escalation and issue tracking
• Ensure incident and problem management, change management and request fulfilment on behalf of customers are carried out to the best levels possible
• Understanding and documenting business requirements and effectively communicating to the Development teams
• Liaise with other technical support services (i.e. UNIX system administrators, PC desktop, corporate network and market data support teams) to maintain interfaces with the e-trading platforms and other corporate systems
• Support of offsite local trader disaster recovery and application platform disaster recovery testing
• 8+ years in experience working in a support environment
• Experience of supporting a MarketView platform is a major benefit
• Sybase SQL knowledge and practical usage. (Able to create adhoc SQL queries)
• Good all-round PC skills. (I.e. Windows OS / Networks / General Hardware)
• Ability to plan and organise workload
• Ability to take ownership and follow through issues, requests, projects
• Display a flexible attitude to work
• Challenge/Personality. To be able to deal and thrive in a fast paced pressured environment
• Create training manuals
• Manage and facilitate training sessions
• Onboard new product teammates
• Collaborate continuously with IT counterparts with timing of rollout/configurations to ensure timely training
• Provide technical support to the business for any issues related to Product Operations
• Act as an immediate contact for the business on any questions or concerns regarding the PDM system
• Light development responsibilities including reporting, alerting, and configuration updates
• Must be detail oriented and have strong organizational skills
• Strong analytical skills related to business logic and processes
• Ability to troubleshoot complex, multi-variable problems a must
• Ability to work under pressure
• Ability to independently drive issue resolution, develop business knowledge and relationships and apply technical alternatives while operating in a rapidly changing business environment
• Experience training in Enovia and/or PDM Systems a plus
• Associate’s degree in computer technology, computer programming, business or other related field. Bachelor’s degree preferred
• Prior experience with AR, AP and General Accounting processes preferred
• Prior experience with AR, AP and accounting functions within an ERP tool preferred. Specific experience with SAP is strongly preferred
• Candidates must be self-directed employees capable of managing their own workload consistent with a professional position
• Service – responsible for service delivery and ensuring we meet customer expectations
• Platform – responsible for architecture, technical design and software engineering functions that ensure the various platforms (web, mobile, connected TV, Media streaming, etc.) remain current and effective
• Architects – responsible for the design and governance of the platform
• Projects – responsible for the delivery of new and/or enhanced functionality onto the platform
• A minimum of two years’ experience in an application support or systems support role in a LAMP or Unix Environment
• Experience of Application deployment, configuration and maintenance under multiple Server Operating System environments
• Experience in resolving problems across a multi platform environment
• At least two year’s previous experience in a support or customer-facing role
• Willing to work flexible hours as befits the type of service provided
• Experience of monitoring of service, performance and capacity thresholds
• Experience of managing third parties
• Install an application environment according to provided guidance
• Ensure that applications are fully prepared and integrated to be put to production (backups, start/stop scripts, documentation, etc.)
• Process IPC tickets (work orders) according to agreed service level
• Process and analyze all application Incidents and Problems
• Maintain and improve exploitation procedures and documentations
• Install, update, maintain application schedules, application components, application flows

HPC Application Support Specialist Resume Examples & Samples

• Porting and Benchmarking of scientific applications on Intel platform
• Porting and benchmarking of various scientific HPC applications using C, C++, Fortran compilers. MPI, OpenMP and tools
• Knowledge of using Job Schedulers like PBC Pro, LSF
• Knowledge of using profilers like Gprof, MPI Profilers for debugging and performance tuning the scientific application codes
• Act as a team leader to support multiple critical applications
• Work with users to understand and reproduce issues and initial diagnostic analysis
• Perform root cause analysis
• Act as the Incident Manager for the Asset Management team for high impact issues
• Collaborate with development teams on software fixes and planning
• Participate in Disaster Recovery planning and exercises
• Provide operational reporting / trending of problems
• Recommend tools and processes to streamline Incident Management process
• 4+ years of experience in financial services
• Strong Database/SQL knowledge
• Demonstrable leadership abilities
• Financial background
• Scripting knowledge
• Experience with programming languages
• Experience with Monitoring tools
• Enable 24x7 support of mission critical IT supply chain applications by assisting end users of SAP-MM and Manhattan EEM during normal Hong Kong working hours. Effectively communicate with US-Based team at the beginning and end of each day to provide seamless end user support for all open issues
• Provide 1st level support to other IT business applications in the HK office, including Armoury (PLM), BW (reporting), or other applications as needed. Effectively communicate with the US-based IT teams to help resolve issues or communicate business needs
• Become knowledgeable about all supply chain business functions represented in Asian offices including inbound logistics and production
• Develop training documentation and operating procedures to enable more effective usage of the systems
• Provide customer service, training, and support to the internal teammates and external vendors to enable them to become self-sufficient in the operation of the systems
• Consistently network with internal customers to identify opportunities to improve the business functions through better training of existing system functionality, development of new enhancements, and/or adaptation of better business processes
• Partner with US-based team to lead and support projects to improve system functionality throughout the entire development lifecycle
• Must be proactive and possess the ability to work with minimal supervision
• Excellent verbal and written communication skills are required
• Exceptional team player with excellent interpersonal skills
• Must be detail oriented and possess excellent organizational skills
• Pragmatic problem solver with a solutions oriented mindset
• Must be comfortable working in a fast-paced, dynamic environment and committed to meeting deadlines and creating and improving processes
• Proven customer service or client management experience
• A sincere and contagious passion for building Under Armour
• A fit with our cultural values
• Bachelor’s Degree in Information System Management, Computer Science, or a relevant business area such as Supply Chain Management preferred, but relevant professional experience will be considered
• Minimum 3-5 Years’ experience working with a large enterprise IT application (such as SAP) with a focus supply chain execution activities
• Hands-on experience with full life-cycle project implementations of a large enterprise IT application including design, configuration, and implementation activities
• Experience with ongoing, post go-live support of enterprise IT solutions with a global user base
• Experience with SAP Business One is preferred
• Experience with the SAP (MM, WM, SD) and/or Manhattan EEM is preferred,
• Responsible for working in shifts to provide 24X7 Application Support across multiple Tesla applications
• Responsible for owning a specific production problem and provide active coordination between various groups including internal and external vendor support groups in resolving a specific problem
• Determine configuration and operational requirements for development team
• Train users on use of front office systems
• Test and install new models into the production process
• Setup users on front office Systems
• Setup and administer parallel test environments to ensure problem free change management
• Record and take ownership of issues using internal system and following through to successful resolution
• Ensure market data feeds are operational during core business hours
• Monitor trades and booking issues
• Implement and maintain broker connectivity
• Fix configuration and trouble shooting
• Administer development environment for application testing and user base
• Experience writing SQL queries for Oracle and Microsoft SQL databases
• Basic understanding of Java code
• Basic knowledge of Fix
• Experience with Windows
• OMS and EMS systems knowledge
• In-depth understanding of Electronic Trading cross Asset, Algo/DMA Trading
• Understanding of Full Trade Lifecycle from Front to Back Office
• Experience with P&L systems and understanding
• Portfolio Rebalancing Tools
• Provide outstanding customer service to home office users and store operations team regarding various software applications in Under Armour’s retail channel. This includes Point of Sale, Sales Audit, Inventory Management, Data Hygiene, etc
• Utilize problem solving and technical skills to support the team, resolve questions, and document software modifications
• Maximize investments/capabilities by learning and providing in-depth functional knowledge in Planning & Allocation
• Partner with opportunities in business processes and technology that leads to the creation of solid business cases for future changes/enhancements
• Understand business needs of the Store Operations, translate the needs into actionable projects and tasks, and implement technology solutions to satisfy the needs
• Quickly learn and adapt to new software, platforms, and business changes
• 2-5 years of experience in supporting Retail Applications,
• Experience with Epicor is preferred
• Assist the QA team in any testing and coordinating of configuration and data updates to the systems
• Provide technical support to the functional teams for any issues related to Product Operations and Merchandising
• Act as an immediate contact for the SME(s) on any questions or concerns regarding the PDM and merchandising systems
• Act as liaison to external system vendors, internal IT Department peers, and Operations personnel to develop, configure, and maintain systems and processes
• Exceptional communication and presentation skills
• Associate’s degree in computer technology, computer programming, business or other related field. Bachelor’s degree preferred. Apparel/Footwear industry is a plus!
• Experience in Enovia/Centric and/or PDM Systems a plus
• Review, analyze, and evaluate user concerns and provide support to customers by resolving user issues
• Provides recommendations for improving team process and procedures
• Effectively identifies problems as they occur and takes appropriate steps to solve them in an effective and timely manner
• Ability to document and be detailed oriented
• Performs related duties as assigned by supervisor
• Deliver highly efficient and quality technical services to our customers on a daily basis
• Associate’s degree or one (1) to two (2) years of vocational training
• BS/BA degree is a plus
• Demonstrates comprehensive working knowledge of a technical or specialty area in the field of IT support
• Excellent people, organization and customer service skills
• Ability to work in a team environment, also independently to produce superior customer service results
• Mortgage experience is a plus
• Responsible to perform operational and 3rd level support for production applications in a range of business portfolios
• Involve on daily handling of incidents, operational maintenance and support, project support and proactive/preventative analysis of systems
• The L3 Technical Specialist will demonstrate knowledge of key business processes, products and services, within agreed areas of expertise
• Responsible to handle resolution of day-to-day L3 incidents escalated from L1/L2 help desks
• Identify and fix the root cause of incidents (configuration vs. defect)
• Re-creation, analysis, troubleshoot and diagnosis of incidents relating to off-the-shelf and proprietary applications and/or platforms
• Able to articulate on service restoration i.e. rebooting servers, engaging other teams
• Communicates and present complex technical information to both technical and non-technical audiences
• Able to plan, schedule and monitor work activities in order to meet time and quality targets
• Adaptable to new technical information, business acumen, and apply it effectively
• Strong Broadridge BPS experience is a must for this role. Hands on experience is a must-have as there is a significant reporting framework in place and many reporting enhancements are planned
• This role includes managing relationships with key senior internal stakeholders across IT, Front Office, Settlement, Equity Middle Office and Compliance departments
• Act as BPS Expert and point of contact for all Broadridge related product issues across the Equity post trade business areas
• Govern Brokerage Processing Service (BPS) related changes, work with Broadridge, IT and business areas to ensure changes are successfully developed, tested, rolled out and supported internally and via the vendor
• Have an in-depth understanding of Equity Post Trade and Lifecycle processes
• Identify opportunities to improve efficiency and reduce cost through business/process flow re-engineering and platform re-engineering
• Manage relationships with internal stakeholders across IT, Front Office, Operations / Settlement and Compliance departments
• Provide ad-hoc Support for other core Equities Post Trade systems as business demands dictate
• Accountable for L1 Offshore Post Trade Support Service covering the Americas Region
• Assist with out-of-hours Release/Change activity and On-call duties as required
• Ensure Support model is correctly implemented and adhered to for Equity Post Trade Environment
• Define and execute superior SLA based procedures for a 24/5 production cycle for all Equities Post Trade systems regionally
• Maintain relationships with vendors and development teams to drive improvements required for supportability, and remain informed on functional enhancements
• This role is required to assist the support function for the Equity business areas across the Americas. The main purpose of the role is to ensure and maintain business application stability as well as action client/user requests/problems
• 5+ years supporting Equities in an Investment Banking environment
• 3+ years supporting the Broadridge BPS Platform
• Strong Broadridge BPS experience is a must for this role. Hands on experience is a must-have
• Strong Equity Post Trade knowledge is essential
• Ability to communicate effectively verbally and in writing with developers, management and business users
• Willingness to take ownership for problem resolution and additional responsibilities where applicable
• Customer facing skills - to be able hold one’s own in discussions with demanding front office users
• Experience managing 3rd party suppliers
• Compliance Reporting (Dodd Frank production support life cycle)
• Solid knowledge of Programming principles
• Process excellence – a passion to achieve results though effective organization and process disciplines
• Ability to negotiate agreements and maintain effective business partnerships with peer support & operations groups
• Strong investment banking background that includes both application development and application support in a front-office environment
• Has worked in a development environment
• Familiarity with monitoring tools, databases, SQL and Reporting Frameworks

Production / Application Support Specialist Resume Examples & Samples

• Identifying and supporting all of the errors within their applications, such as Charles River- OMS system, Geneva- acctg system, Broadridge Sec Master, Broadridge data warehouse, and Outsourced reconciliation systems
• Using SQL or Python on a daily basis
• Learning the Trade Lifecycle
• Background in either SQL or Python
• Ability to prioritise work to successfully deliver service to agreed levels in a diverse and constantly changing technical environment
• Communication and interpersonal skills
• Problem solving and resolution skills
• Strong working knowledge of the change, problem and release procedures used in the Group
• AML Team and staff
• Technology & Operations
• BMO Financial Group AML FIU, P&C, Wealth Management
• Corporate Compliance
• Interacts regularly with AML team members and occasionally with cross-functional business units to collect and/or disseminate information to accomplish administrative and operational tasks
• 2 years in an systems administrator role
• Bachelor’s degree (preferred)
• Knowledge of Anti-Money Laundering regulations and various technologies used to maintain compliance
• Ability to effectively communicate, articulate and escalate issues pertaining to AML systems

Level Application Support Specialist Resume Examples & Samples

• (Re)Creation, analysis, troubleshooting, and diagnosis of incidents relating to off-the-shelf and proprietary applications and/or platforms
• Determination of root cause of incidents (configuration vs. defect)
• Adhering to EY and ITIL guidelines for Incident, Problem and Change Management
• Effective calls management including logging, monitoring / updating, prioritizing and resolving calls in a timely fashion
• Ensuring all work is carried out and documented in accordance with required standards, methods and procedures
• Planning, scheduling and monitoring work activities in order to meet time and quality targets
• Degree in computer science or a related discipline
• English language skills - excellent written and verbal communication
• 2+ years in Application Management, Applications Operational Support
• Demonstrable Knowledge of troubleshooting tools and techniques related to networks and systems i.e. remote access tools, Windows Support tools, connectivity tests, etc
• Creation of simple queries, running pre-defined scripts, configuration, security, and interpreting logs and traces
• General to in-depth knowledge of SQL2008/2012
• Familiarity with SQL DBMS interface and integrated tools
• General knowledge of Stored Procedures, SSIS and Data Transformation Services
• General understanding of various IT security concepts as they relate to production environments
• Demonstrable knowledge of Windows 2008/2012 server O/S with understanding of Active Directory
• Demonstrable Intermediate to Advanced knowledge of web platforms such as IIS, Apache, Citrix, etc
• Basic understanding of code and Software Engineering for diagnosis and escalation to Level 4 teams
• Ability to work well within a multi-disciplinary team structure, but also independently
• Ability to meet agreed deadlines, with demonstrable Productivity
• Culturally diverse and inclusive

Software Application Support Specialist Resume Examples & Samples

• Windows Client and Server operating systems
• Relational database management systems including MS SQL Server and MS Office Access
• MS Office applications including Word, Excel, and PowerPoint
• MS Terminal Services or Citrix
• Scripting experience such as PowerShell
• Experience with C++, C# or Java is a plus
• A solid understanding of information technology
• An aptitude for troubleshooting problems with hardware and peripheral devices
• Strong technical written and verbal communication skills
• BA or BS in Computer Science, Management Information Systems, or related field
• Work closely with our vendors and sysadmin team to resolve application & server issues
• Work with Application Owners (AOs) on application / server issues
• Work on all Service Manager tickets that are assigned to your group
• Write special scripts for data collection when required (short & quick) and provide support for these scripts
• Perform application monitoring
• Complete application run book updates (small changes)
• Work with North Bound Interface (NBI) Application Owners (AOs), providing application support for NBI related issues
• Push resolution of NML issues
• Work/assist with NE/BBNE/Sympatico Teams on: DSL network profile updates & Data collection scripts
• Open trouble tickets with Vendor (for bug management)
• Advise NTI Specialist to track bugs when patches and work-around solutions are required
• Help Desk (for Service Manager requests, “Interaction” or “Incident” type requests)
• Change Management (for maintenance and upgrade activities)
• Complete application patches and upgrades
• Perform upgrades (first upgrade to be performed with NTI Specialist)
• Install and test patches
• Install data collection scripts
• Project-specific duties
• Participate on projects where new Applications will be required
• Interface between IT, TD, OPS and other DNSS groups
• Participate as Application SME and assist with requirements building
• Determine Operational Acceptance criteria for Applications and build/implement test plans
• Arrange (with COVE lab and SMEs) for equipment to be installed and commissioned
• Minimum 5 years’ experience applying above skills/competencies in a sizeable IT organization
• Customer Focus (Builds a relationship by having a strong desire to help, serve and satisfy both internal and external customers)
• Resourcefulness: Thrives on challenge and change; reacts with proactive and innovative work solutions
• Flexibility: Works effectively with varying environments, situations, tasks, responsibilities and people. Off hours work required based on project loads
• Ability to work in both of the following environments: In a Team and without supervision
• Ability to take Initiative
• Works well under time constraints/pressure
• A University degree/diploma, preferably, in the area of Engineering or Computer Science
• Strong Knowledge Microsoft Server 2000 and above and Active Directory Services
• Strong Knowledge of Redhat and Solaris
• Familiar with major databases, e.g. Sybase, MS SQL Server, etc
• Strong IP skills include SNMP, Syslog, network troubleshooting, etc
• Experience in dealing with issues caused by firewalls and network connectivity
• ITIL training/exposure an asset
• Language: Bilingual Preferred

JDE Manufacturing & Distribution Application Support Specialist Resume Examples & Samples

• This role supports the operation of JDE in our Manufacturing Facility and associated Distribution centers (local and remote) as well as the integration with existing and new systems. The JDE Distribution/Manufacturing Application support role should have implementation experience in the distribution and Manufacturing sides of JDE, particularly
• Sales Order Management
• Purchase order management
• Bill of Materials / PDM
• Warehousing
• Transportation/Logistics
• Interface to the G/L
• Work with supplier relationship management/portal systems
• Prepare documentation using standard User Productivity tool (UPK)
• Sales order status Analysis
• Work Order status Analysis
• Manipulate reports that consolidate JDE Data with legacy system’s data
• Develop task documentation process for future reference
• Participate in End User Testing effort
• Produce program/report specifications for development team to work
• Develop report and custom application specifications
• Submit IT Service Requests with power users when required
• Co-develop user and Technical manuals
• As an IT Application support specialist, the primary task is to support the Tilburg Factory with the manufacturing operations, focusing especially on the Warehouse Management System (WMS)
• Offers a single point of contact and ensures that all WMS support requests are recorded in a timely, courteous, and accurate manner
• Work closely with IT Leads and Developers in translating business requirements into IT solutions
• Escalates issues within the IT department to ensure issues that cannot be addressed at first/second level are responded in a timely manner
• Facilitate in performing user acceptance testing and obtaining sign-offs as per SOX requirements, of all releases
• Work closely with US and EU counterparts and Leads in ensuring timely resolution of issues

Application Support Specialist L-sd-eam Resume Examples & Samples

• Determination of root cause of incidents (configuration vs defect)
• Installation of applications in supported environments
• Responding to automated alerts on the health of systems
• Adhere to EY and ITIL guidelines for Incident, Problem and Change Management
• Effective call management including logging, monitoring/updating, prioritizing and resolving calls in a timely fashion
• Ensures all work is carried out and documented in accordance with required standards, methods and procedures
• Selects appropriately from applicable standards, methods, tools and applications and use accordingly
• Communicates fluently orally and in writing and can present complex technical information to both technical and non-technical audiences
• Demonstrable knowledge of Windows 2008/2012 server O/S
• Demonstrable Intermediate to Advanced knowledge of web platforms such as IIS, WebSphere, etc
• Intermediate .NET programming and/or scripting experience
• Ability to read and understand code (Code-competency) for diagnosis, escalation to tier 4 teams
• General knowledge of SQL2005 and In-depth knowledge of SQL2008/2012
• Creation of queries, running pre-defined scripts, configuration, security, and interpreting logs and traces
• Demonstrable knowledge and familiarity with T-SQL or PL/SQL
• Conceptual understanding of networking hardware (switches, routers, etc.)
• Remedial knowledge of Active Directory Accounts
• 3+ years in Application Management, Operational Support environment/discipline
• Approximately 2-4 years of experience in technology support with working knowledge of a functional specialty
• Approximately 1-2 years of experience in a corporation environment
• Be an integral member of Agile teams that develop mission critical enterprise business applications for Pegasystems
• Perform release migration steps to QA and Production environments as documented in the release plan by the development team
• Forge relationships with key users of Consulting and IT Applications throughout the Pega community
• Engage the enterprise to continuously improve processes and applications
• Participate in the software development lifecycle to ensure compliance with release standards and processes
• Bachelor’s degree in Computer Science, Computer Engineering or Electrical Engineering
• 3-5 years of experience supporting enterprise software applications in a help desk or call center environment
• Experience supporting software applications in a mission critical business environment
• Superior oral and written communication skills
• Demonstrated ability to take initiative and display adaptability

Senior Systems Application Support Specialist Resume Examples & Samples

• Maintain world-class application hosting in collaboration with a vendor
• Implement tasks across internal and external resources
• Provide hands-on analysis and administration for: Linux, Windows Server, JBoss, Tomcat, IIS and database technologies
• Administrative scripting with Shell, Perl, etc
• Act as a mentor for junior Application Analysts
• Assist in analyzing application architecture and performance metrics, connectivity and design in the context of industry best practices
• Work with the Hosting team to establish standard and application-specific monitors, regularly review reports, initiate change to address capacity and performance needs
• Implement maintenance outages, software upgrades and patches, escalation of issues, scoping changes to existing arrangements and new needs
• Analyze application security, interfaces, connectivity and technology to ensure internal standards are met
• Work with other groups to consolidate and deploy procedures around application outages and changes
• Help to support vendor change control processes, escalations and emergency needs
• Document servers, capacity, future expansion and recoverable resources on a regular basis
• Train internal and vendor staff on how to respond to software issues – application logs, web servers, database locking, etc
• Capture, prioritize and resolve on-going issues
• At least 8 (eight) years of experience, with exposure to many areas of technology
• Strong knowledge of installing, supporting, and troubleshooting a broad range of applications, such as

CRM Application Support Specialist Resume Examples & Samples

• Triage and ensure resolution of help desk tickets
• Resolve / Coordinate resolution of application issues as and when they arise
• Configure changes / enhancements to the Siebel application
• Work with end users to help resolve their issues
• Partner with the admin team to support migration of changes to production
• Support production and non production environments
• Partner with offshore team to coordinate support transition
• Must have extensive experience in supporting Siebel application 8.0 or higher
• Proven experience in triaging production issues, monitoring production systems, and after hours support
• Very strong interpersonal skills able to work at all levels of the organization
• Collaborate with customers and various businesses and Information Technology teams to effectively address and resolve day to day issues
• Proven experience in managing resources in global support model
• Ability to clearly understand and articulate complex problems
• Proven experience in assessment and resolution of all incoming Siebel production Issues and escalating to the appropriate teams when applicable
• Highly proficient with Siebel Tools (Applets, Views, Business Components, Links/Joins, MVGs etc.,)
• Strong hands on EAI experience. Deep knowledge in Siebel Integration Objects like EAI Siebel Adaptor, Workflows, Web Services,EAI HTTP Transport, VBC etc.,
• Good working knowledge of Assignment Manager and Workflow
• Good working knowledge of Siebel Enterprise Integration Management (EIM)
• Excellent troubleshooting skills and ability to determine and document root cause of issues through partnership with the development teams
• Experience and/or knowledge of the integration of Siebel with other systems such as Oracle E-Business, webMethods and Fusion
• Excellent understanding of the full software lifecycle, including functional requirement gathering, design and development, testing of software applications and documenting requirements and technical specifications
• Requires the ability to come up with creative technical solutions while applying Siebel best practices and working within coding standards
• Ability to work under aggressive deadlines, meet project commitments and quickly adapt to changing priorities
• Resolve application defects and implement system enhancements
• Work effectively with other developers, business analysts, and business stakeholders
• Current on technology through training and independent research
• Experience in Siebel HTIM and Mobility solutions is a plus
• Knowledge in SQL skills a plus
• Knowledge in DB links, PL SQL procedures a plus
• ITIL knowledge or certification is a plus
• Knowledge Siebel OpenUI and version 8.1.1.10 and above a plus
• 5+ years of work experience with Siebel CRM
• Working knowledge of salesforce is a strong plus
• Minimum 1 year of technical support experience in a call center environment
• Proven software and application troubleshooting experience
• Ability to work well with all teammates in a fast-paced SLA driven environment
• Interpersonal skills and excellent written and oral communications, including the ability to collaborate effectively
• Proven ability to think and troubleshoot logically and act decisively in critical situations
• Experience with Microsoft Office and Windows OS
• Must be able to obtain a Public Trust clearance
• 3+ years of experience in Customer Service
• Familiarity with government environment and administrative processes
• Familiar with Support Ticket Systems (Service Now, Remedy, Unicenter)
• Strong Communication Skills
• Consult with IT and business project teams on newly proposed solutions
• Provide technical support to client and operations teams
• Assist in network and operations functions
• Assist in incident response
• Perform enhancements and maintenance support for the application to satisfy client requirements
• Drive and deliver enhancements and updates to the application as needed to support new requirements
• Excellent understanding and hands-on implementation of enterprise level system application packages
• Ability to work independently and with minimal supervision
• Perform resolution/recovery steps based on documentation or as directed by Level 3 support
• Contact 3rd party service providers or external application support as required to resolve issues (as per documentation)
• Provide daily status reporting and weekly issue reporting
• Verification of infrastructure and application changes as required
• Degree in Computer Science or Information Technology related field or equivalent industry experience
• Minimum 2 years of experience with one or more of the following: Informatica, Scheduling (CA, CTRL-M, Autosys), SQL queries and scripting
• Working knowledge and experience with networking, Web APIs, XML, SQL, TCP/IP, DNS, DHCP, firewall, proxy
• Working knowledge and experience with Databases, MS SQL, MS Access, etc
• Working knowledge and experience with Reporting Tools, Qlikview, Congnos, SSRS etc
• Good technical understanding of desktop and server operating systems, system security concepts, system access technologies like Active Directory, LDAP, SSO etc
• Strong technical understanding of systems operations, processes and methodologies
• Task focused with strong drive to ensure you meet defined service targets and Service Level Agreements
• Strong customer service and interpersonal skills
• Strong organization skills with emphasis on details and follow-up
• Solid decision making and problem solving skills
• Strong English communication skills both verbal and written
• Self-starter with ability to work with minimal supervision
• Maintain highest level of ethical conduct in safeguarding sensitive, confidential, financial, HR company information
• Ability to remain calm during crisis, conflict or difficult situations
• Ability to code in .NET, SQL and Windows Powershell scripting
• Knowledge of ITIL and Service Management principles and processes
• Plan, specify, document and deploy financial software applications to our ASP on heterogeneous systems including both Windows and Linux servers
• Collaborate with development and software testing teams throughout the release process
• Analyze release and deployment processes to identify key areas for automation and optimization
• Identify opportunities for optimizing system performance through changes in configuration or suggestions for development
• Provide client Application support inclusive of data verification and application authentication
• Provide Tier 3 client support to end users
• Internal and external technical operations support including identifying and troubleshooting technical issues and recommend solutions for process improvement
• Support the development, configuration and test of new features, applications and fill specific customer needs
• Perform daily Registration Authority system operations, certificate enrollment and support
• 2+ years of experience within IT
• BS degree in IT related field highly desired
• Desirable previous Java development experience
• University Bachelor's degree in Systems Engineering, Computer Science, technical certifications or similar
• Ability to work with cross functional teams and to keep abreast of latest technologies
• Desirable technical expertise / Team player willing to share knowledge
• Ability to work under pressure and by objectives
• Organizational, interpersonal, work management, communications and analytical skills
• Fluent English / Spanish proficiency (oral and written B2-C1)
• Detail and task oriented
• Strong problem solving skills and fast learner
• Java, HTML, XML, Maven, Web Services knowledge is desirable
• Linux/Windows System Administration background is desirable
• Python, Perl, Chef, Shell Scripting are desirable skills
• Desirable experience with relational databases (Oracle) including developing and testing SQL queries
• Desirable experience working with Eclipse, Sublime, PuTTY, SQL Developer
• Focused on problem solving, ongoing maintenance and enhancements to 15+ web applications
• Must be able to work on several different tasks; each with specific instructions that may differ from project to project
• Ensures that application improvements are successfully implemented, tested and documented to increase efficiency and minimize redundancy
• Ability to prioritize, work both independently and as a Team
• Organized approach to development and attention to detail
• Bachelor's degree in Information Science, Computer Science or other relevant field or equivalent combination of training and experience
• At least 3 years of experience in developing web applications using technologies such as C#, ASP.NET, SQL Server, JavaScript; (no new development- all modifying and customization to existing framework)
• Experience writing SQL queries and understanding relational database architectures and tools
• Communicate effectively with a wide range of audiences (technical and non-technical)
• Work effectively in a team environment, collaborates with business customers, and other teams within the IT organization, requirements gathering, interacting with internal customers to solve issues and ensure those issues are customized within the code
• Code review/testing

Web Services & Application Support Specialist Resume Examples & Samples

• Provide web support, create and maintain NHJAX Internet and Intranet sites
• Provide support and access to web-based systems. Make data available via web-based technology to include Sharepoint, COTS, GOTS, HTML, DHTML, XML, ASP.net, etc
• Assist with online transactional data systems
• Provide systems analysis, design, integration and implementation of applications in object-orientated or GUI environments
• Develop easy and intuitive Websites and mobile applications using platforms for Apple, Android and WEB applications
• Application Testing and Support for web applications and sites in all required browsers, range of mobile devices and support of mobile applications
• Intranet Support: Keep existing Intranet pages current and complete all requests for modifications
• Internet Support: complete requests for modifications, maintain page functionality, maintain and keep content current, modify, enhance and improve with leading edge presence
• Server Management: Supports specifications of client/network to meet business requirements and ensure compatibility and optimum performance. Installs, maintains and supports client/servers
• Diagnoses and resolves failures in server/operating systems/workstations
• Responsible for complex engineering and/or analytical tasks associated with WEB and Development servers
• DataBase Management: maintain existing common-user MS SQL database, Develops MS SQL databases to support business processes and functions
• Schedules and performs daily database backups and recoveries as required
• Ensures all databases are encrypted per DoD requirements
• Collaborates with medical providers and provides recommendations on developing, enhancing, and updating web material, data driven applications, and database queries/procedures
• Collaborates with Health Insurance Portability and Accountability Act (HIPAA) Compliance Officer to ensure content meets HIPAA standards
• Ensures all web applications meet Americans with Disabilities Act (ADA)
• Develops Quality Assurance and Improvement activities for web services
• Provides technical support to internal customers
• Designs data-driven applications with input from customer
• Supports all existing locally developed applications such as EDPTS and Clinical Portal as well as GOTS applications like OR Scheduling
• Provides management, routine maintenance and configuration of servers and systems services and networked devices to end users
• Microsoft Certified Application Developer (MCAD) for Microsoft.NET
• Crystal Reports Certified Consultant
• Three (3) years’ experience developing clinical applications with an in-depth knowledge of clinical workflows and processes
• A working knowledge of Microsoft.NET, Cache', Mumps Data Extractor (MDE), Sharepoint Custom Development, and other related tools such as Microsoft SQL
• Must be experienced with administering Active Directory Group Policy, Account Management, Group Management, Microsoft Windows Server Update Service (WSUS), Microsoft Systems Management Server (SMS), DameWare, Hyena, symantec Ghost and other tools to accomplish the assigned tasks
• Knowledge and Skill of the following
• File formats used in delivery of Web content
• Working with Internet Security principles and protocols such as Security Sockets Layer (SSL) and encryption
• Database management principles and methods
• DoD and Navy IT security methods to maintain the integrity of Web server
• Internet/Intranet design principles and methodology, active server pages (ASP), ASP+, standard graphics, mark-up languages, programming, visual basic scripting, .NET, Windows Visual Basic Application tool, DHTML, SQL, streaming video and scripting languages and tools
• Graphical design, web enabled graphic creation, color palette, etc
• Appropriate documentation skills
• Initial skill sets shall be current; ability to remain trained in current, next generation and any future Commercial-Off-the-Shelf (COTS) technologies
• Must meet and maintain IAT Level II requirements of the Information Assurance/Cyber Security Workforce Improvement Program, as outlined in DoD 8570.01-M
• Opening, managing, and closing issue tickets associated with mailer/software support
• Answering questions concerning GSS from USPS sales staff and prospective GSS mailers
• Performing web-based demonstrations of GSS functionality
• Review and investigation of data transfer issues
• Guiding mailers through the GSS startup process
• Executing test cases from the perspective of a mailer to include
• Experience leading teleconferences and/or web-demonstrations of software technology
• Experience in the mailing/shipping industry
• Knowledge of or experience with GSS

Windows Application Support Specialist Resume Examples & Samples

• Desktop Support experience in a large enterprise environment
• Support of all Microsoft Office applications for the end user community
• Manage multiple tasks simultaneously and ensuring scheduled goals are met
• Communicate technical concepts to non-technical people
• Provide first level customer support for software, hardware, and connectivity issues via telephone and email
• Maintain call-tracking database to document all problems and actions through to resolution; including escalations to 2nd and 3rd level resources
• Assist in testing of new functionality, enhancements to existing functionality and fixes to issues. Includes documentation of findings
• Provide training to new employees and other help desk staff
• Work with management to refine team processes, workflow issues and training procedures
• Help create, maintain and update procedure(s) documentation
• Act as liaison between end-users and technical staff to communicate issues, problems, and questions
• Document and escalate customer-identified bug reports and suggestions for product enhancements
• Keep abreast of industry and product(s) advances
• Continually improve help desk analyst knowledge and skills via proactive utilization of professional journals, organizations, workshops, etc
• Function effectively in a team environment
• College degree preferred
• Represent iPipeline in a professional manner
• Can Adapt/Grow/Learn
• A fierce commitment to excel in the pursuit of unselfish goals
• The ability to gather and make sense of information that suggests new possibilities
• The willingness to fight for difficult goals despite challenges and to bounce back from adversity
• A knack for using emotion and logic to communicate a persuasive vision and connect with people
• Insurance industry knowledge or experience helpful
• Experience using Time & Attendance, Payroll and/or Human Resource applications
• Exceptional organizational, time-management and planning skills with a strong attention to detail needed
• Excellent written, oral communication, listening and telephone skills
• Strong computer skills with a proficiency of Web and Microsoft Office Suite
• Previous help desk experience is desired
• 4-year college degree preferred
• Provide timely, independent production and implementation support on PTD's products
• Communicate with the client base by means of e-mail, phones, and Client Service Bulletins / Client Information Bulletins
• Manage client open issues log and work with client to prioritize issues
• Attend scheduled status meetings
• Provide training and coaching on PTD products to clients
• Work with upper management to achieve system / corporate goals
• Perform additional responsibilities as delegated by SunGard management staff
• Solid understanding of TSO/MVS/JCL
• Ability to quickly diagnose setup issues as it relates to JCL setup
• Understand DB2, CICS and IMS concepts and apply as required
• Ability to prioritize projects and tasks
• Experience with library management concepts
• Understand all Data Center concepts
• Proven organizational and time management skills
• Professional oral and written communication skills
• Experience with working with 3rd parties to deliver solutions so customers
• Familiarity and experience with Websphere, UNIX and scripting
• Responsible for planning, scheduling, execution of the qualification of the cold storage units in accordance with Good Laboratory Practices (GLPs)
• Assists in the validation assignments include validation, qualification, and implementation of new and existing, processes, equipment, software, and instrumentation systems
• Assists in the development and implementation of the validation plan and protocols
• Prioritizes, manages and executes multiple projects utilizing Project Management methodology. This may include assignment/oversight/review of validation projects to other personnel/teams
• Assist in the review and approve all validation documentation (plans, protocols, summary reports, etc), including vendor documentation
• Assists in r maintaining and updating XBL’s Validation Master Plan (VMP)
• Maintains a thorough knowledge of the organization, policies and Standard Operating Procedures (SOPs), adheres to all organizational standards defined in SOPs and the XBL Employee Handbook, and coordinates with IT team activities
• Bachelor’s degree in chemistry, biology, or a related discipline
• Previous experience in database managing or project managing in a pharmaceutical or related contract research organization is preferred
• Any similar combination of education and experience
• Knowledge / Skills / Abilities
• Knowledge and understanding of Good Laboratory Practices (GLP) and quality requirements in an FDA-regulated environment along with knowledge of 21 CFR Part 11
• Good written and verbal communication skills with excellent organizational skills
• Good problem solving skills and the ability to quickly and effectively analyze critical issues and develop assessments for risk and impact
• Ability to work in a high pressure, fast-paced, environment
• Ability to work with various scientists and management across various departmental groups to achieve company’s goals and objectives
• Ability to work independently and manage time with respect to project priorities
• Have thorough understanding of the Bioanalytical Process
• Ability to operate instrumentation within the limits required for validation development and execution, with the appropriate training provided by XBL staff or the vendor if required
• Advanced knowledge and experience of complete MS Office system
• Firm understanding of all associated technology platforms as needed for validation projects
• Ability to effectively manage other Laboratory Informatics Systems as assigned

Princ IT Application Support Specialist Oracle ERP Resume Examples & Samples

• Monitor Incident ticket queue, assign appropriately and drive tickets to closure
• Triaging and analyzing application, data and upstream/downstream integration issues
• Drive issues to closure either through code/data modification
• Design Develop utilities to ensure we have modular approach in programming for uniformity & to improve productivity
• Drive service improvements
• Engage with business stakeholders throughout the ticket life cycle
• Monitor Alert notifications and System logs and take appropriate action
• Provide application admin and configuration activities and contribute to knowledge base
• Drive Sev 1 and Sev2 issues and resolution independently and co-ordinate with other teams
• Perform Root cause Analysis
• Ability and willingness to learn regarding the applications and their ecosystem
• Merge & Code sync activities with Project teams, perform unit testing
• Coordinate with QA & RTP teams for testing and deployment
• Engage in peer reviews during program specifications, coding and testing
• Bachelor or Master Degree in Computer Science/Engineering or equivalent
• Total of 8-11 years’ of solid experience in Oracle Applications
• Should have the ability to design , Architect Applications
• Strong technical knowledge in Oracle applications, SQL and PL-SQL is required
• Good Techno functional knowledge in two of the following Oracle technologies is required
• Performs recovery procedures, scheduling and backups, and monitors batch processes and trouble shooting when necessary
• Implement automated solutions and policies to reduce administrative efforts
• Evaluate new technology and tools to identify cost efficient solutions to the management and operation teams
• Actively identify incidents and as necessary manage the incident resolution process to provide service recovery and manage client communications and expectations in respect to incident resolution
• Under limited supervision,uses expertise and knowledge to perform real-time monitoring of systems for software/hardware errors, failures and capacity issues; troubleshoot, diagnose and escalate to senior associates
• Under limited supervision, follows procedures for startup and shutdown of core systems, recovery procedures, scheduling, backups, and monitors batch processes
• Under limited supervision, reviews security of operating systems
• This is a 24x7 environment and the position may require weekend scheduling and or working on other shifts
• Essential: Linux/Unix operating systems
• Advanced Scripting experience (Bash/Shell, Python, Ruby, Perl)
• Apache Tomcat/HTTP/Kafka/Zookeeper, Jetty, Jboss
• SQL (MySQL / Postgres / SQL Server)
• HP OML / Zabbix – Advanced monitoring/alerting configurations
• Java performance tuning
• Good experience writing and maintaining technical documentation
• Source code versioning repositories and packaging (GIT/SVN)
• Networking protocols such as TCP/IP networking & routing
• Extremely effective communication and presentation skills across all levels in the organization
• Understanding of the SDLC and experience in working in development projects
• Have a passion for IT and technical related subjects
• Familiarity working with databases for maintenance tasks, tuning, etc
• Experience working with developers to assist in troubleshooting of environment and configuration issues
• Knowledge of automated configuration management/provisioning with chef, puppet, ansible or other framework
• Experience administering EC2/AWS environments (VPC configuration, security groups, etc.)
• Experience with Git, Jenkins, Nexus, Capistrano (CI/CD automated build/deploy pipelines) a big plus
• Basic cloud-based network administration skills (NACL, SG configuration, DNS configuration, etc.)
• Automation experience with Confluence and/or Jira
• Attend daily CAB review and present CRs for Dept to the change control officer
• Scrum master of the IT Production Support Rota
• Review, analyze and size minor development enhancements and bug fixes
• Attend meetings, conference calls and report to Application Support Manager
• Involve in the recruiting process and building out the team to support Target Platform Strategy
• Day to day support of First Data’s core applications
• Changes to Tivoli Workload Scheduler to support new project go-lives
• Configuration changes to support batch processing
• Provide specialist system support to other First Data departments
• Analyse errors encountered on systems and determine appropriate action
• Ensure errors are recorded and resolved
• Create continuous improvement plans based on reported errors
• Requirement to liaise with third party vendors to ensure issue resolution
• Provide support to QA team for testing and sign-off of changes
• Document, track and verify implementation of changes
• Interaction with other team members and management to improve efficiency and effectiveness of the unit
• Conduct all daily activities in accordance with change control procedures

Application Support Specialist, Mumbai Resume Examples & Samples

• Deliver high quality support to users to ensure customer satisfaction leading to development, nurturing and retention of key customer base
• Plan and deliver training courses, provide phone, web and in-lab technical support of Capillary Electrophoresis products and monitor customer satisfaction through regular contact with key accounts
• Pre-sales demonstration of Separations instruments and workflows. This will include working with sales teams on the qualification of customers/sales strategy, the development of new CE and CE-MS based analytical methods and generation of demonstration reports
• Prepare and/or deliver technical presentations and product demonstrations at scientific conferences
• Prepare technical documents and white papers for publication in Separations literature and peer review journals
• Maximize instrument usage to meet productivity targets and contribute to win rate
• Conduct and deliver regular trainings/refreshers for sales and service teams
• Coach junior members of the team
• Provide market intelligence and updates on ongoing trends in the defined vertical segment
• Generate IP for the organisation based on research done on SCIEX Separations instruments
• Support the smooth running of the Demo Lab in the Centre of Excellence
• Doctorate/Post Doc/Post graduate in Analytical Chemistry/LifeSciences
• 4-8 years of relevant experience in Lifesciences or related industry
• In-depth understanding of analytical techniques in research, specific to Liquid Chromatography or Capillary Electrophoresis
• Laboratory-based experience in the application of these technologies, including method optimization and troubleshooting
• Preferable to have hands on experience related to other instrumentation and techniques in CE and LC-MS workflows
• Proven experience of teaching or training the use of separations sciences equipment
• Excellent communication skills (written and oral); Strong presentation skills
• Demonstrated experience of being a team player
• Good command over the English Language
• Proficiency in MS-Office
• Flexibility to travel frequently at short notice
• Production support of complex critical applications – a minimum of seven years of experience as an applications support specialist
• Re-engineering/process improvement experience, leading and coaching quality improvement projects
• High Technical skills: Advanced skills in Unix/Linux, Java, database experience (DB2, Sybase, Oracle, Informatica ) , use of stored procedures, SQL knowledge, understanding of web infrastructure (Apache, Tomcat , REST AND SOAP services) , load balancing concepts, Perl, Shell Scripting and batch job scheduling systems(Autosys, Zapp, cron)
• Practical experience with application and infrastructure monitoring and alerting
• Experience supporting entitlements and access management applications
• Experience leading business requirements gathering and translating those into system requirements
• Understanding of current regulatory environment and related implications to access management and security/audit compliance
• Provide leadership, assistance and ideas on service delivery process improvement (practical experience of the ITIL framework would be particularly beneficial)
• Service operations/support processes (day to day and tactical operations) covering
• Practical experience of ITIL and/or ITIL certification(s)
• Wiki site development
• Knowledge management expertise
• Knowledge of IT Security, authentication, authorization
• Knowledge of Access management and entitlements products
• Knowledge of LexisNexis Risk Solutions Insurance products preferred
• Service management tool experience preferred
• Bachelor’s degree or equivalent work experience required
• Broad technology experience required (includes development, project management, support, etc.)
• Liaison to upstream and downstream support groups on behalf of all IDS development teams
• Liaison to Technical Account Managers
• Coordinate with and communicate to customers and stakeholders regarding technology-related activities
• Provide technology solutions for customer problems
• Assemble and lead development and multi-discipline SWAT teams as necessary
• Ensure the quality of Insurance products and that they are performing optimally
• Lead problem resolution for incidents that span a broad number of system components
• Improve quality through implementation of lessons learned
• Provide overall management of change for Insurance products
• Maintain IDS Technology Resource Guide
• Coordinate activities that span across all of the Insurance development teams
• Engage and support the services and resources of the Shared Services Application Support
• Drive process consistency across all of the Insurance development teams
• Broad knowledge of technology and managing information systems. This includes hardware, operating environments, communications, network, project management and SDLC phases and methods
• Strong written communications skills
• Strong organization skills
• Strong coordination skills within a matrixed environment
• Strong change management skills
• Ability to escalate issues using good judgment
• Technology trouble shooting
• Risk Management techniques
• Service Management techniques
• Taking ownership of customer calls, escalating issues/customers to achieve a satisfactory resolution
• Preparing detailed documentation on how to test and replicate issues for BUGs
• Be able to author technical ‘How To’ and ‘Solution’ documents for the knowledge base
• Providing a technical mentoring role to other support personnel
• Providing an occasional onsite service, to carry out investigation and resolution of software problems and/or carry out upgrades and installations

Junior Application Support Specialist Resume Examples & Samples

• First line support for our internal customers
• Performing system administration tasks
• Solving more complex issues related to our customers’ queries
• Have very good communication skills in English (both spoken and written)
• Have confident and polite telephone manner
• Have ability to empathise with the customer
• Are familiar with Microsoft Office applications
• Have good analytical problem solving skills
• Have the ability to prioritise tasks and manage workload
• Are well organised team player
• Are flexible and willing to travel
• Have knowledge of SAP (it is not a must but would be a plus)
• Are able to work an 8 hour shift within GB Calendar and 9:00 - 19:00

Mainframe Application Support Specialist Resume Examples & Samples

• Participates in the technical design of application systems. Develops and implements application enhancements.　- Investigates, analyzes and resolves complex production incidents. Works with application developers, vendors and internal teams to troubleshoot application problems.　
• Monitors operating efficiency of existing application systems. Proactively identifies opportunities for improvement and recommends technical solutions including application changes.　
• Performs design, coding, testing, debugging, implementation and documentation of solutions for small application enhancements supporting new business requirements. Demonstrates understanding of business needs driving application changes.　
• Assists with incident root cause analysis and impact/change analysis. Communicates impact to business partners.　
• Works closely with Information Security, Infrastructure Services and Development to ensure the safety and security of our applications including patch and vulnerability management.　
• Support application release and environmental change. Creates and executes post change verification scripts
• Coordinates and executes disaster recovery and business continuity exercises. Maintains disaster recovery and business continuity plans.　
• At least 5 years experience with developing and implementing applications. 　
• Application maintenance　
• Information management　
• Be able to gently "push” the development team to resolve existing bugs
• "Live” in the UI and find bugs before users do
• He/she will learn all the intricacies of the company’s applications, become the product expert, and stay on top of current platform happenings and issues, to ensure user understanding of functionalities and developed tools
• Eagerly train new hires and offer refresher training to current employees
• If needed, assist Account Management in explaining the company’s platforms to clients
• Coordinate releases and User Acceptance Testing by reviewing requirements, communicating timelines, and gathering feedback
• Support platform users by carrying out triage procedures with the Product team, according to existing OLA (Operational Level Agreement) set with the business teams
• Provide all users with issue updates on a weekly basis
• Occasionally carry out an external facing role while assisting with OpenRTB SSP/DSP integrations (testing and troubleshooting) guided by commercial service agreements
• Minimum 2 years’ experience working in an IT environment (UI, back-end, database)
• Comfortable with SDLC phases and processes
• Strong troubleshooting skills (minimum one year), with background in running queries and performing data analyses using SQL and/or OLAP cubes
• Detail-oriented and outgoing, with experience and understanding of online advertising, and RTB/Programmatic marketplace
• Minimum of 2 in a role interfacing with clients
• Knowledge of online analytics tools (Firebug, Google Developer tools)
• Be Customer Service oriented with a passion to help people be successful
• Have passion for technology and online advertising
• Team player, at the same time, has the ability to work independently
• Nimble with thinking on his/her feet, in order to resolve common issues quickly in a fast-paced environment
• BA/BS or technical certification required
• Previous experience of working with publishers and advertisers, ability to look at the ad tag
• Knowledge of HTML is a plus
• Client management/Ad Ops or ad trafficking experience is a plus
• Familiarity with DSPs and SSPs is a plus
• Troubleshoot and provide second-tier support and issue resolution for the Oracle Retail and DCMS applications
• Supports the administration of the Oracle Retail application suite
• Work with external vendors on managing the necessary software licenses (HighJump, Crystal BI and Bartender)
• Update documentation for the Service Desk for first and second-tier support
• Provide 7x24 on-call support
• Transfer data from Partner Systems to the internal CMS (Salesforce) System
• Create and handle paper and electronic files for the full life cycle of an application i.e. started application to enrolled
• Verify Standardized Test Scores for applicants
• Ensure that files are up to date with the appropriate documents and arranged to program specifics
• Add documents to existing student records accurately
• Prepare intent to enroll and fellowship letters for admitted/enrolled students
• Authenticate applicant documents obtained via mail or electronically and scan them into the appropriate Salesforce record
• Update university assigned student ID’s as needed
• Locate missing transcripts and/or other documents upon request
• Send transcripts to the appropriate university partner for admitted, denied, and enrolled students
• Sweep files for quality assurance purposes periodically
• Manage program calendars & deadline meetings
• Communicate with Program Directors and Managers to make sure program information and staffing are up to date
• Manage specific processes and policies for your individual assigned programs
• Update your program statistics in the weekly application support specialist report
• Strong communicator
• Organizational skills including prioritization and exceptional attention to detail
• Ability to work a flexible schedule with reasonable notice to meet the needs of the business
• A driven hard worker that is self-motivated
• Problem-solver and innovator
• Provides technical support to the organization's internal users of computer/software applications and hardware
• Answers questions regarding system procedures, systems status and downtime procedures either by phone or online ticketing system
• Collaborates with network services, security administration, software systems engineering and/or application development in order to restore service and/or identify problems
• Maintains a troubleshooting tracking log ensuring timely resolution of problems
• Provides limited on-call nights and weekend remote support
• Set-up users on front office Systems
• Record issues using Jira system and following through
• Ability to provide concise, technical reports to management
• Technical skills: writing SQL queries for Oracle and Microsoft SQL databases
• Basic level knowledge of FIX
• Knowledge of Oracle and SQL Server
• OMS and EMS systems (such as Thinkfolio, Portware, Fidessa, Charles River, Trading Screen etc.) knowledge
• Ensure customer satisfaction through development of LC-MS/MS based analytical methods, troubleshooting , onsite support and telephonic/web based technical support to users
• To develop and validate LC-MS/MS methods for PK, ADME and PK/PD studies and/or to develop and validate LC-MS/MS methods for residue analysis in foods
• Design and conduct research experiments to ensure that quality mass spectrometry data is generated to support the pre-sales activities for SCIEX mass spectrometers
• Prepare and/or deliver technical presentations, product demonstrations, data presentation at scientific conferences and technical write-ups
• Generate IP for the organisation based on research done on SCIEX instruments
• Support the smooth running of the Demo Lab
• PhD/Post graduate degree in Life Sciences / Chemical Sciences / Analytical Chemistry/Food Technology/ Pharmaceutical Sciences
• 4-8 years of relevant experience in Analytical testing, Food safety, Lifesciences or related industry
• Experience of bio-analytical method development using LC-MS/MS in a pharmaceutical company or a CRO is essential
• He/she should have hands on experience related to instrument and sample preparation techniques related to Mass Spec, HPLC, GC, LCMS etc
• Ability to communicate effectively
• O PhD/Post graduate degree in Life Sciences / Chemical Sciences / Analytical Chemistry/Food Technology/ Pharmaceutical Sciences

Trading Application Support Specialist Resume Examples & Samples

• Troubleshoot highly technical problems, which may require assessing source code to understand and resolve problems for critical Credit Suisse applications in the Production environment
• Be responsible for, and master multiple subject matter areas of responsibilities
• Provide continuous process improvement suggestions
• Main technologies used are UNIX, SQL and Windows amongst application specific GUIs and interfaces
• This is primarily a 2nd level support role for critical Credit Suisse Sales/Trading applications but there will be some requirement to face off to business and represent the IT side of the applications
• This is a very new team which has been organically grown. This will allow a huge amount of ownership of application expertise and will give them control of the direction in where the team is headed. This also includes coming up with new approaches to existing processes
• There will be frequent collaboration with business and/or development in Switzerland
• This will be a very challenging role yet hugely rewarding as their requirement will include having to onboard the complete ownership of applications which are already supported in Switzerland
• The team will provide support for external users and global users. Due to this the team will cover 2 shifts (07:00–15:30 and 09:30-18:00) and outside of these times, there will be a rotational on-call work, done from home. 1 week per 5-7 weeks, this will be required
• Database (Oracle / SQL Server) especially be able to do complex Query analysis and write efficient database procedures
• Windows / UNIX Scripting
• Reporting / Business Intelligence technologies
• Deployment, configuration management, administration for BWise or any other Governance/Risk/Compliance (GRC) platform
• SAP Business Object, WebI and management of BO universes
• Hands-on experience in .NET, SSIS, SSRS, or Java
• Knowledge of Operations Risk or similar control functions
• Banking or other Financial Industry experience
• Entry Level - 3 years' experience providing software support services required
• Bachelor's Degree in a related IT discipline
• Good understanding of web based applications i.e. Windows Browser Compatibility, Internet Explorer, HTML
• Strong communication and customer service skills
• Provides Tier1/Tier2 phone, email, GoToMeeting, and/or chat support to clients using company's proprietary software products; works closely with clients and internal resources to resolve client issues across multiple products/technologies
• Troubleshoots and diagnoses reported client problems and works to understand and correct problems; builds rapport and elicits problem/request details from clients; reports progress/results to clients in a timely manner
• Tests fixes to ensure reported problem has been adequately resolved
• Works with clients to install and upgrade company's proprietary software products and associated components
• Identifies software anomalies; tests anomalies to verify and determine scenarios under which they occur; documents verified anomalies in TFS
• Documents all contacts processed using software support system including Problem, Resolution and Follow-Up Action Required
• Using defined escalation methodology, escalates complex problems and/or client complaints to Manager
• Participates in the alpha testing of new releases prior to release to clients
• Develops recommendations for enhancements to company products and communicates them to Manager
• Supports company standards by collaborating, communicating and cooperating with internal staff members and external clients in a timely and professional manner
• Performs related duties as required in support of client service goals

Remote Application Support Specialist Resume Examples & Samples

• 3 years electronic equipment experience with demonstrated mechanical aptitude
• Access Control Experience, CCure, Prowatch, Lenel…
• CCTV, Visitor management, Networking
• Ability to read blue prints and schematic drawings
• Ability to communicate and provide excellent customer service
• Understanding of the system functionality which SMFL is currently using and will be implementing in the future
• The candidate should be able to document UAT scenario/result, user manual, procedure using Word, Excel, Powerpoint,
• Knowledge of leasing and lease accounting in the U.S
• 5+ years of project management experience or as a consultant in the financial industry
• Strong communication skills – must be able to communicate with colleagues in JRI-A, Head Office, as well as external vendors. Must have ability to ask questions and listen to the users especially the negative side of the system in order to optimize the system. Must have ability to explain logically and clearly in order to obtain approval or instruction from internal non-system personnel
• Flexibility to meet the business requirement upon the implementation/ modification of the system, especially when there are difficulties to achieve the exact needs from the business users due to the system capability, which the work-around solution will need to be created
• Detail oriented in order to deliver the project with high accuracy and quality, and needs to have a good sense of prioritize the task
• Knowledge of UNIX/SQL/Windows
• Problem solving / analytical mind. Good communication skills
• Knowledge in ITIL and incident management
• Own maintain and track incidents through their entire lifecycle, Strong Analytical Skills
• Support the handover of new or enhanced software into business-as-usual (BAU) operation, absorbing and assimilating the information and providing resources information and education relating to the system technology and function
• The delivery of documentation to agreed standards, on time and error free
• Provide 24/7 cover and support, providing expertise and specialised system knowledge to allow resolution of key incidents outside of business hours
• Coaches inexperienced team members and provide support and direction to assist with career progression
• The support analyst will be responsible for SLA driven Eyes on Glass Application Monitoring, Knowledge driven Event & Incident Management, Performing Scheduled Application /Batch Health checks, Request fulfilment and Standard/ECR Change implementation
• Working directly in Core Banking System
• Level 2 incident management
• Participation in service reviews and post incident reviews
• Batch scheduling changes (Bank Holidays etc)
• Identification of service improvements and stability activities
• Performance management for permanent members of staff
• Complex issue triage, investigation and coordination to closure including leading triage on major incident calls
• Data & Configuration changes execution Batch scheduling changes (Bank Holidays schedules, etc)
• Collate data for Proactive Service Improvement Initiatives (does not include code changes) including trending of incidents, root cause and other MI to identify improvement actions
• Own and Drive data for Capacity/Performance Management
• On call support and ad-hoc overtime as appropriate
• Candidate must be able to provide effective production Level 2 support coverage, be extremely hands on in the areas of SQL (Oracle), Core Java, J2EE , Spring and Web services ( SOAP and REST)
• Identify opportunities to improve Operational efficiency around application support space
• Analysis and trending of incidents, root cause and other MI to allow improvement initiatives to be incepted and delivered in conjunction with Service Engagement Managers, where required
• Provide SAP MM support and take ownership of key supply chain areas including inbound logistics, production, and inventory management business areas, as well as support to other cross-functional IT teams
• Become a subject matter expert and go-to person for SAP MM functionality
• Provide customer service, training, and support to the internal teammates to enable them to become self-sufficient in the operation of the system
• As an expert in SAP MM functionality, provide support and knowledge transfer of system abilities to other SAP functional teams within the IT department to support their support and development efforts
• Partner with cross-functional teams to lead and support projects to improve system functionality throughout the entire development lifecycle
• Minimum 1 – 2 Years’ experience hands on working with SAP systems with a focus in Materials Management (MM module), specifically in the procurement and inventory management capabilities preferred
• Must have strong knowledge of a variety of computer software applications in word processing, spreadsheets, database and presentation software (MSWord, Excel, Outlook)
• Working knowledge of business software and ERP systems is preferred
• Assist with the SAP SD configuration and maintenance
• Troubleshoot user issues related to SD
• Gather business requirements and communicate technical solutions / issues to a non-technical audience
• Develop technical and functional specifications
• Assist in testing of configuration changes related to SD
• Facilitate an open exchange of ideas among the business and technical team to identify issues and effectively propose and implement solutions
• Minimum 1 – 2 Years’ experience hands on working with SAP systems with a focus in Sales & Distribution/Order to cash flow preferred

Hyperion Planning Application Support Specialist Resume Examples & Samples

• Application experience with Oracle Hyperion EPM Suite –Hyperion Planning or Essbase required
• Experience of issue management, problem analysis, troubleshooting, testing and end-user support
• Accounting/finance knowledge and experience, especially budgeting, forecasting and financial reporting

Hyperion Financial Management Application Support Specialist Resume Examples & Samples

• Application experience with Oracle Hyperion EPM Suite –Hyperion Financial Management required
• Strong hands-on knowledge in the on-going development and support of an Hyperion environment, ideally as an administrator, OR; experience from a project/development perspective in a corporate or consulting capacity
• Accounting/finance knowledge and experience
• Excellent communication skills – oral and written - to build relationships with customers
• Highly developed interpersonal and communication skills (both oral and written)
• Analytical Thinking and problem-solving
• Open and quick to learn new technologies and tools
• Availability for partial shift work
• Experience in application maintenance
• Basic understanding of ITIL
• Ability to travel to other Accenture location for first 6 months
• 3-5 years of development/maintenance experience
• Knowledge in at least one of the following areas: Mainframe, Teradata, SAS, Oracle, SAP (SAP ECC, SAP BW, SAP BO & SAP Bank Analyzer) Datastage, Hyperion, Oracle or Java
• Experience in the Banking Industry, especially Risk & Compliance will be a strong plus
• Experience in application maintenance (L1-3 support)
• Some knowledge and/or experience in one of the following areas: Java, Oracle, Mainframe, Teradata, SAP, Datastage, SAS (other technology knowledge / experience can also be considered)
• Experience in the Banking Industry, especially Risk & Compliance and/or understanding of Data Warehouses, especially ETL processes will be a strong plus
• Supporting and resolving incidents and trouble tickets of the HR applications
• Interacting with application users
• Performing 2st level analysis, troubleshooting and incidents handling
• Escalating problems to 3rd line support (if needed)
• Cooperating with 3rd line software development teams
• Providing timely notification to management and support groups
• Basic knowledge or experience with Software Development Lifecycle, ITIL or other frameworks
• Knowledge of one or more technologies: Unix, SQL, Pega, Informatica/ BusinessObjects / other reporting tools
• Knowledge of .NET applications or Java would be an advantage
• Experience in production support or incident management is a strong asset
• Disposability to work on shift basis
• Analytical approach for problem solving
• Ability to learn and support new web and system applications
• Very good written and spoken English
• Ability to travel (trainings in Europe and possibility to travel overseas)
• Post graduate degree in Analytical Chemistry/Pharmaceutical Sciences
• 5 years or more of strong experience in bioanalytical method development on LC-MSMS on different platforms including triple quadrupole, QTRAP and Triple TOF
• 2 years or more of practical experience on LC/MS applications in one or more of the following areas: clinical research, forensic toxicology, food & beverage, environmental
• Extensive sample preparation and strong chromatographic separation skills and experiences are essential
• Strong troubleshooting skills for HPLC and MS are highly desirable
• Excellent presentation, communication and customer facing skills mandatory
• This is an Application Support position. The successful candidate will be working with a global team to provide Application support that includes technical support, analyze and resolve software failures, troubleshoot technical problems, etc
• Participate in core internal client team to manage daily operations of applications utilizing standard ITIL V3 tools
• Ensure Critical Success Factor (CSF), Critical to Quality (CTQ) and Key Performance Indicators (KPI) are met for these applications
• Interface with Business IT and business owners to prioritize improvement efforts
• Assist with problem solving on various support tickets as needed
• Work with other IT teams (DBA’s, server operations, OpsControl, etc.) to meet application requirements
• Assist team lead with managing assignments and work load of global support team
• Meet security and control requirements for a SoX application including: IT Policy Manual compliance, Systems audit completion and evidence gathering, interface documentation, audit participation, and Operation Identified Comment (OIC) resolution
• Champion documentation creation and maintenance including: operational processes, incident resolution procedures, maintenance of knowledge articles
• Identify and implement process improvements in collaboration with the business and Application development teams
• Track and incorporate metrics and data to drive team priorities and utilize problem management processes
• Assignment may be extended
• Position may have to carry pager couple months in the year
• Bachelor’s Degree (Computer Science or related)
• 3+ Years of experience with Mainframe and Web technologies
• Working knowledge of Production Support and System Analysis activities
• Experience with Oracle, Unix/Linux, DB2, and SQL, PL/SQL
• Demonstrated successes in managing multiple, concurrent high priority responsibilities in a time-pressured environment
• Mainframe skills (for example- JCL, RACF)
• J2EE skills (for example - Java, WebSphere)
• Motivated and self-starter
• Ability to multitask by working with multiple initiatives
• Able to interact with IT and business customers located globally to clarify or define business needs/issues
• Track Record of Customer Satisfaction
• Knowledge of Agile and ITIL
• Experience in working with applications on distributed platforms
• Knowledge of infrastructure components (database, application, web server etc.)
• Experience in a diverse global team environment

Tier Application Support Specialist Resume Examples & Samples

• Good understanding of Microsoft Windows and Internet Explorer
• Mathematics – knowledge of basic statistical analysis and algebra
• Active Learning — understanding the implications of new information for both current and future problem-solving and decision-making
• Troubleshooting — determining causes of operating errors and deciding what to do about it
• Critical Thinking — using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
• Complex Problem Solving – identifying complex problems and reviewing related information to develop and evaluate options and implement solutions
• Systems Evaluation — identifying measures or indicators of system performance and the actions needed to improve or correct performance, relative to the goals of the system
• Operations Analysis — analyzing needs and product requirements to create a design. Basic organizational and communication skills
• Good understanding of TCP/IP networks and network-related configuration and solutions
• Understand Microsoft OS security components such as Local and Group Policies, ACLs, and Active Directory, and how they affect GDO technologies
• This role has involvement with employees and customers outside of the home country. Other counterparts may reside in any region of the globe
• English language competency at 85% or better, both written and verbal
• Strong skills with Microsoft Word, Microsoft Excel, Microsoft PowerPoint, and Microsoft Visio
• Strong communication skills - verbal and written
• Ability to function well in a team environment
• Ability to function well on virtual teams
• Microsoft Certified Systems Administrator (MCSA) Windows certification, or equivalent experience
• Minimum (3) years of Information Technology experience
• Minimum (1) year experience in Application Administration

Engineering Application Support Specialist Resume Examples & Samples

• Implement packaged applications, monitors critical logs and systems
• Troubleshoots and provide functional solutions related to software and setup errors for issues reported by our customers
• Conduct system-wide testing and some integration testing
• Finding and reporting bugs to development team
• Continually improving processes and documentation
• Work directly with the technical and development teams to resolve issues
• Adhere to corporate policies and standards to ensure regulatory compliance in the areas of security
• Support all custom applications
• Bachelor degree in an IT related direction
• 2-5 years of experience in the field or in a related area
• Strong technical skills including excellent knowledge of Linux
• Ability to communicate with technical and non-technical teams
• Java and Javascript competency
• Groovy, HTML, CSS, XML skills

Application Support Specialist Weekend Shift Resume Examples & Samples

• Provide technical support to Distribution in areas of software such as
• Command of basic SQL development and database knowledge
• Strong PC skills utilizing Microsoft Office software
• Strong analytical skills in relationship to business logic and processes
• Strong team player with good interpersonal and communication skills
• Ability to work under pressure while operating in a rapidly changing business environment
• Superior analytical skills to think through complex, multidimensional problems
• Ability to work flexible work schedules as necessary

Cerner Millennium Application Support Specialist Resume Examples & Samples

• Provide functional support for both clinicians and physicians in the Cerner Millennium and other applications as needed, including order entry, physician portal, clinical documentation, and scheduling
• Provide training services to the clinical and physician community regarding their utilization of the applications, including visitation to key physician offices to train both the doctor and their staff
• Perform user maintenance functions, including new user creation, password resets
• Serve as a liaison to the clinical and physician community regarding their utilization of the applications
• Serve on quality and process improvement committees as a subject matter expert for the applications
• Serve in an on-call rotation for after-hours and weekend support of the applications
• Train clinical staff and physicians on the Cerner Millennium product

HO Business Application Support Specialist Resume Examples & Samples

• Identify and define the changes – People, Process & Data, Organization, and Technology - required for GLOBE solution to address the new emerging business requirements, including the development of functional specifications following from approved GLOBE Template change requests
• Diagnose incidents reported super users and take corrective action for the immediate resolution and/or escalate to the GLOBE Support Centre
• Promote and support effective use of Globe Template and communicate functional changes to Super-Users
• Collaborate with the Market Business process owners in assessing emerging market business requirements by ensuring GLOBE Template best practices
• Conduct systems tests to ensure that solutions delivered by the Globe Center address business requirements as defined and specified
• Conduct trainings to address super user/end user knowledge GAPS
• Taking ownership of customer calls to point of resolution or escalation
• Preparing cases for escalation to second line support, and maintaining the relationship with the customer until issue is closed
• Recording the details and solutions of cases for future reference., and ensuring customer records are kept up to date
• Utilising the internal knowledgebase help solve problems and contribute new information for future reference
• Alerting management of any situation trends: for example: repeating faults that lead to repeated fixes, etc

Entry Level Application Support Specialist Resume Examples & Samples

• Assist Application Engineers with project proposal preparation
• Maintain contacts and opportunity database up-to-date and provide various reporting , as requested
• Supporting Order Acquisition and Handover process responsibilities
• Developing internal process improvements
• Managing, developing, and expanding internal/external customer relationships
• Pre sale Quote management
• Prospecting, developing, and expanding new business
• Ability to analyze customer-driven technical requirements and apply appropriate product offerings to cost-effectively meet the customers’ expectations and offer alternative solutions to optimize profitability while meeting customer needs
• Must have strong organizational skills and demonstrated ability to perform and prioritize multiple, simultaneous tasks while maintaining excellent customer service methodology
• Must have excellent communications skills to effectively and accurately communicate with internal and external customers
• Working knowledge of basic financial data to understand and participate in ongoing business planning and support the product lifecycle management processes
• Must be able to identify market trends and using this information, work closely with product management and product development to create and justify projects to close the identified gaps
• Solid PC and software skills including Microsoft Office tools and product configuration/pricing applications
• Bachelors Degree or years of experience in lei of degree is acceptable
• Established knowledge of Siemens Industry, Inc. pricing and order systems
• Bilingual - technical Spanish
• Experience in construction, industrial and utility related market segments
• Experience with COMPAS, SAP is a plus
• 1 year of experience with .NET MVC
• 1 year of experience with nHibernate, Microsoft Entity Framework, or similar database modeling framework
• 1 year of experience writing unit tests utilizing nUnit or similar framework
• 1 year of experience with JIRA, Confluence, and the Atlassian suite of tools
• 1 year of experience working in a SCRUM-based Agile environment
• Establishes and documents system parameters and formats, ensures hardware and software systems compatibility, and coordinates and/or modifies system parameters in terms of existing and projected computer capacity and capabilities
• Excellent trouble shooting skills with the ability to quickly assess requests and identify appropriate solutions
• Strong customer support experience and skills
• Analytical and creative problem-solving abilities
• Knowledge of network, software, and hardware
• Ability to work independently and in teams effectively
• Participates in and supports process improvement initiatives
• Assesses programs/projects to identify process concerns through process audits and observations
• Provides operational assistance to address and resolve actions necessary for process compliance
• May be certified in lean and six-sigma quality methodologies and utilize quality tools to help drive continuous improvement
• BA or equivalent + 0 yrs experience
• Good trouble shooting skills with the ability to quickly assess requests and identify appropriate solutions
• Customer support experience and skills
• Ability to prioritize multiple ongoing projects
• Ability to interact with both non-technical users and highly technical users with the ability to present ideas in a user-friendly language
• Good written and oral communication skills

Plant Application Support Specialist Resume Examples & Samples

• Intermediate Application Support provides technical and project support for plant applications and daily activities for the Complex
• Assists in support of corporate sponsored application integration, change management, incident management and problem resolution, meeting the objectives of manufacturing while minimizing lost production due to related issues
• Provide line of business support interfacing with team,
• Manufacturing Engineering, Production Control, and the local Union
• Provide day to day production support for systems, manufacturing and launch activities and upgrades while executing the strategic direction
• Perform implementation and 1st level support of mission critical plant applications. This includes a functional knowledge of all plant applications used by local plants, ability to troubleshoot system issues, manage and/or configure application and application access. This includes but is not limited to Broadcast, FIS, AVI, PFS, PFCS, MPTS, Mainframe Systems, Royal Tool, Andon, OPC (Kepware), SGPP (ProcessVue), Mercury, MDT, Factory Asset Center, and QAS
• Prefer a Bachelor's degree in a related area
• Minimum 3+ years manufacturing ICT experience or related field
• Project Management experience is a plus
• Knowledge of ICT manufacturing system applications and plant support
• Experience working with Manufacturing Engineering to launch and integrate ICT systems from concept to the production environment while following appropriate change management procedures

IT Software Application Support Specialist Resume Examples & Samples

• Works individually or within a team on technology business consulting projects to meet specific client requirements
• Serves as liaison between end-users and the information technology organization consultants during IT and technology consulting projects
• Expertly researches and documents client needs, technology, or regulations related to system design, enhancement, acquiring hardware or software that will impact multiple platforms and/or applications
• Defines specifications and data models for product development and testing
• Creates detailed specifications from which programs will be written
• Analyzes marketplace, industry, company, technology trends and best practices, vendor products and services, etc. Also analyzes system impacts to other systems and procedures. Provides recommendations on best practices and changes in technology accordingly
• Devises and/or modifies processes and procedures to achieve greater efficiencies and to solve the most complex business process problems related to computer equipment capacity and limitations, operating time, and form of desired results
• Ensures enhancements made to applications meet client needs and that application integrity is maintained
• Conducts a variety of tests such as system, integration, readiness, and acceptance tests. Conducts tests using client data to be certain client needs will be met
• Influences clients, business partners and service providers regarding priorities, hardware/software selection and/or vendor selection
• Consults directly with the client and may travel to the client site
• Acts as team leader for technical aspects of consulting projects, leading sub-plans or small projects. May mentor, guide, advise and/or check the work of less experienced IT Software Application Support Specialists
• May play a key role in the training of client and technical support personnel on enhancements, new systems or procedures
• Assists with delivering training either one-on-one as knowledge transfer or in a classroom setting, depending on the number in the audience and client preference
• Analyze log files for root causes of problems
• May serve as pre-sales support specialist when needed
• May require travel
• Performs other related duties as required
• Prior Mortgage or Home Equity Servicing experience is a plus (not required)
• Functional knowledge in the following area(s) is a plus (not required)
• Familiarity with BKFS' products and services
• Knowledge of the tools, techniques and principles used in application development in objective-oriented development, or other relevant technology
• Proficiency in business modeling and requirements definition disciplines
• Proficiency in quality management methods, tools and technologies
• Awareness of system-development protocol
• Willingly shares relevant knowledge and expertise to other resources
• Excellent analytical, decision-making, problem-solving, interpersonal, team, negotiation, conflict management and time management skills
• Project management skills, including the ability to estimate work effort for project sub-plans or small projects and ensure the project is successfully completed
• Is resourceful and proactive in gathering information and sharing ideas
• Must have strong technical skills: SQL server, Oracle, or similar DBMS; Java, C#, or C++
• Previous experience in software support is preferred
• Previous experience writing and/or triaging database scripts is preferred
• Provision of L2 application support for the critical .iPortal service, along with other lower criticality services
• Requires investigation into application and/or interface issues, understanding the problem and identifying/recommending the appropriate action to resolve within the service level agreement (SLA). The role will also require working with both internal and external teams to understand the cause and help resolve the issue
• Issue triage, investigation and coordination to closure
• Ad hoc reporting where appropriate
• Maintain open and timely communication with relevant business, supplier and IT personnel, particularly ‘change the bank’ development teams
• Previous experience in technical support / problem solving
• Live service / application support experience
• Knowledge of existing Barclays ‘Platforms and Cash’ services is advantageous, but not required
• Familiarity with basic Unix scripting
• Ideally the candidate will have had previous experience of supporting applications utilising Oracle and web technologies; low level system administration skills are not required
• SQL (preferably Oracle) - a basic understanding of how to query a relational database is required so that ad-hoc reports and investigations can be performed on the application data
• Rest API / JSON Knowledge an advantage
• Working knowledge of Java/JVM’s/MQ Technology
• Familiarity with e-Channels & CIPE environments advantageous
• Working knowledge of MS Office
• Ability to cover on call support and flexibility around working hours
• ITIL (preferred)
• Provide expert level support for internal Kronos employees with a high degree of customer satisfaction, technical knowledge and timeliness
• Serve as point of contact for technical support calls received directly by phone, chat, e-mail or other methods
• Perform a variety of technical analysis and triage techniques
• Act as liaison between users and technical staff to communicate the status of problem resolution to business users; log and track requests for assistance related to IT supported systems
• Participate in the preparation of training material and documentation for IT Support use; conduct periodic inventory maintenance on all equipment, track user problem trends
• Create and distribute network related information to users, such as new account information and distribution list information; as well as, activating and deactivating user accounts
• Provide daily system support working closely together with Airport personnel to support their operation of the fuel sales and accounting system
• Working on System enhancements based on requests coming from operations, develop the system to be more user friendly and easy to use
• Rolling out systems to new sites, basic set up, testing, training and promote to production
• Participate in deployment projects
• Acting as a focal point for problems and change requests to the system
• Processing and validating airfield sales data and documentation
• Providing remote support to systems throughout global deployments
• Providing on site and remote training of the system to airfield refuelling, operational and financial personnel
• Overall management of the KONE’s Mobile Device Management solution, currently SOTI MobiControl
• MDM security profiles/groups and user account management
• Mobile application package creation, upload, distribution and version management
• Creation, maintaining and distributing profiles and rules to remotely apply/enforce device settings
• Device folder tree and enrollment management
• Monitoring the MDM system performance and availability
• MDM solution’s incident management process definition and incident management
• Server Release Management with MDM provider
• Training MDM console super users
• Supporting mobile application rollout projects globally
• Minimum 2 years’ experience in working with mobile devices (tablets and phones) and mobile device management systems
• Knowledge of mobile device technology and operating systems (Android, iOS)
• Experience administering at least one leading MDM solution globally (e.g. SOTI MobiControl, MobileIron, AirWatch, Microsoft Enterprise Mobility Suite etc.)
• Ability to monitor and prioritize the issues and coordinating fixes with MDM vendor
• Strong coordination and communication skills to work with super users/local administrators
• Ability to work in a multi-cultural, international and virtual environment
• Keen interest in remaining up-to-date on mobile technology and Enterprise Mobility Solutions
• Provides expertise, advice and support. Working closely with the Sr. Analyst, the incumbent provides expertise, advice and support within their assigned project work to clients at National Office, the Regional Business Centres and the outsourcing business partners, as well as to other internal ITD groups. The program of work will be assigned by the Manager and or Sr. Analyst and may include the following
• University degree or community college diploma or equivalent experience
• 3-5 years of experience supporting mainframe systems/applications
• 3-5 years of experience with on-call support
• 1-3 years of experience with z/OS
• 1-3 years of experience with 2nd Level Support, and Distributed Computing Support practices
• 3-5 years of experience with Problem Management and Change Management system
• 3-5 years of experience with disaster recovery, redundancy and security risks and practices
• Security Clearance a plus OR ability to obtain Canadian Reliability Security Clarence (Resided in Canada in the last 5 years)
• Bilingual French and English is an asset

Application Support Specialist / Developer Resume Examples & Samples

• Communicative
• Fast learner
• Self-starter and result oriented
• New Ideas pioneer
• Experience with application maintenance/development
• Strong skills to analysis
• Programming skills: PHP, HTML, CSS, Javascript, JQuery, MySQL / SQL, Java

Client Application Support Specialist Resume Examples & Samples

• Working knowledge of Federal/State/Local payroll taxes helpful
• Demonstrated ability to work in a technical customer service environment strongly desired
• Basic math skills
• Detail orientated, well organized with a high degree of accuracy
• Excellent telephone, communication and interpersonal skills
• Ability to work weekends and extended hours as requested
• Ability to work in a fast-paced work environment
• High School diploma or GED equivalent
• Minimum two (2) years experience processing payroll, payroll service bureau experience preferred
• Minimum two (2) years in a customer service environment
• Experience with Millennium application preferred
• Fields e-mail for software support (or calls from the IT helpdesk) from company system; assists with diagnosing, defining and resolving the problem
• Collaborates with software vendors and AHAH IT to resolve issues outside helpdesk knowledge and scope
• Maintains accurate records of all inquiries for assistance and actions taken, trends, problems and issues to report to the Director of Operations
• Maintains system files per protocol and organizational needs
• Collaborates with AHAH IT to full operationalize updates to software. Some responsibility for testing updates
• Provides technical support to the clinical services, administration, and finance departments in the utilization of crystal report writer
• Provides access in accordance with the policies and established processes; adheres to all access and security protocols without exception
• Provides training to agency personnel utilizing the principles of adult education
• Actively participates in system initiatives that involve software utilization/functionality
• Stays current with all basic changes to applications used by AHAH
• Assists with the day-to-day operation of the software application
• Assists IT AHAH staff and Director of Operations as requested
• MINIMUM QUALIFICATIONS
• Two (2) years’ experience in user support role
• Computer literate
• Knowledge of Windows, Microsoft Office, and Outlook applications
• Effective verbal and written communication skills, must have strong inquiry and probing skills
• Ability to interact with customers in a supportive and user-friendly manner within the primary areas of job responsibility
• Ability to apply the principles of adult education and effectively train system users in selected processes/applications
• Ability to resolve problems and impart knowledge in such a manner as to free users from dependency on IS support whenever possible
• Familiarity with operational and clinical issues in home health and / or hospice preferred
• A thorough understanding of process and system improvement desirable
• Must be able to be on-call and work after hours
• Must be able to travel to AHAH locations for training purposes

SAP Application Support Specialist Resume Examples & Samples

• Provide the first level of support in handling user issues and queries
• User and Authorization management for specific application including creation / deletion / authorization and password
• Record and respond to application issues from authorized / end users; log incidents into application specific issue management tools (swivel desk), if any and where applicable (e.g. for local language support etc)
• Diagnose, troubleshoot and resolve application related request / queries / issues using known error database
• Escalate to the next level of resolver group and ensure closure of issue, where applicable

Hrms Application Support Specialist Resume Examples & Samples

• Three years or more experience in related field, including experience with HRIS system implementations
• Bachelor’s degree in business, Human Resources, Information Technology preferred (or equivalent)
• Experience working with relational database management systems
• Experience with Kronos Workforce Central
• Experience with HRMS system
• Experience with report writing software
• Excellent verbal and written communication skills with all levels of organization
• Demonstrated business writing skills
• Must possess strong analytical, planning, organization and problem solving skills
• PC experience including all Microsoft Office Suite Products
• Strong interpersonal skills, including ability to work effectively with individuals from diverse backgrounds
• Ability to present technical information in an easy to understand format
• Ability to work discreetly with confidential information
• Ability to communicate effectively with staff and members both orally and written
• Configures the Kronos system to include: WIM, Function Access, Page Security, Org Maps, Navigator, etc
• Accountable for gathering and analyzing business requirement specifications, measurements, data mappings, policies, business procedures, etc. as well as transforming them into creative solutions within the system
• Defines technical standards and standard operating procedures for application configuration to ensure clear communication of system setup needs for other HRIS team members
• Provides functional, technical, and process expertise to the Human Resource and Financial Teams regarding the Kronos application
• Analyzes system capabilities, data integrity, and business processes as part of daily activities and makes recommendations for improvements in order to support a highly functioning HRMS system
• Liaises between internal HR customers and our IT partners (internal and vendor contacts)
• Works with HR to generate reports and analytics of the data for internal and external customers as needed from various HR Systems and tools
• Develop test plans and execute test cases with careful attention to accuracy and detail
• Maintains and tracks all issues/work using IT Service Management Tool
• Responds to issues with appropriate sense of urgency; following up with customers and resolutions in a timely manner
• Works on enhancements and special projects as needed
• Works independently as well as in a team environment
• Support customers on complex technical issues including problems related to various AFFIRM products and services
• Respond to requests and inquiries from clients within the pre-determined timeframe of our service level agreement
• Assess and take ownership of problem inquiries from clients
• Investigate and resolve problems related to all AFFIRM products and services
• Identify solutions to work around open issues / problems that are under investigation or pending resolution
• Document, and track, case histories, issues, and actionable steps taken
• Perform company software research, testing, and recommendations
• Performs quality assurance (QA) testing and user acceptance testing (UAT) for application bugs
• Performs build/deployment QA verifications and regression testing on new software packages
• Improve documentation of support policies and procedures
• Contribute to the development of “win-win” solutions to project issues
• Required to participate in on-call rotation
• Strong knowledge base of Windows operating systems
• Previous experience troubleshooting application-related problems
• Experience in the Financial Services industries preferred, but willing to train the proper candidate
• Software/Application support experience
• Proficient with SQL including query construction and execution
• Conceptual understanding of Databases, Internet, XML, and other technical concepts
• Exposure to ACORD or DTCC preferred
• 2 - 3 year experience in a technology environment
• Candidate must have at least 1 year practical working experience in software/application support
• Specialist or any combination of work and educational experience. Degree in Information Systems or Computer Science preferred
• Conceptual understanding of Quality Assurance (QA) processes, practices and methodologies
• Previous Financial Services industries preferred
• Exposure to ACORD or DTCC is a plus
• Research questions using available information resources and advise user on appropriate action
• Engage in research and in-depth troubleshooting activities to determine the most effective mannerto resolve customer technical issues
• Identify and escalate situations requiring urgent attention or complex issues and redirect to appropriate resource(s) for resolution
• Track progress of request for support and ensure users and other interest parties are kept informed
• Monitor and troubleshoot integration between BuildPro and JD Edwards Accounting System
• Follow standard help desk procedures and accurately document user request or issue, steps performed and final resolution in support tracking software
• Proactively track and analyze incoming software issues to identify problem trends and known error conditions and develop technical/training solutions to minimize reoccurrences and severity until a permanent solution is implemented
• Serve as liaison between Hyphen Solutions' developers and users to resolve issues and/or fulfill user support requests as needed
• Responsible for user administration (creating, modifying, deleting) in accordance with Corporate policy
• Perform system monitoring and perform re-occurring system maintenance and reporting tasks. Fulfill requests to upload, modify, configure and/or delete data while maintaining integrity of system
• Work with the Business Systems Analyst in identifying and proposing application system changes, better uses, enhancements to achieve efficiencies and improve end user experience
• Assist project teams with technical issues during project initiation, planning through deployment Participate in testing and deployment of application changes and new software releases as well as ensuring knowledge transfer to the Business prior to system go-live
• Develop new training materials and provide training for new associates and retraining for current associates to improve system utilization (in person/via WebEx)
• Stay current with system information, changes and updates
• The Role has come around by The Self Service Estate Growing
• Identify proactive remedial strategies to prevent future system problems and to improve the quality of delivered systems
• ProView application knowledge
• Proview Analysis application knowledge
• ATM ad application knowledge
• Self Service device knowledge
• WWS AURIGA application knowledge
• Branch On A Page application knowledge
• ATM DashBoard Knowledge
• Strong infrastructure tool skills – e.g .Wily, Puty
• Windows Skills
• UNIX Skills
• JBOSS Skills
• Level 2 Technical Support across data centers
• Configuration management and documentation
• Deploy application upgrades/patches in production and test environments
• Monitor system performance, health check and resource utilization trends
• Actively participate in incident and problem management
• Co-ordinate with BHI IT Infrastructure Group (IOS) for Database, Server Support and Development Teams to resolve complex technical escalations
• Co-ordinate with BHI IT Enterprise Applications Group (EAS) for Enterprise Portal, Messaging and Content Teams to resolve complex technical escalations
• Perform Root cause Analysis (RCA)
• Must have a Bachelor’s degree in Computer Science, Information Systems, Math, or IT
• 3+ years of experience in data center and application support
• Experience with WebLogic or similar application server technology administration
• Experience in Oracle Database
• Must have strong troubleshooting skills and in-depth knowledge of multi-site, mixed-technology enterprise environments
• Understanding of network infrastructure including switching, routing, Ethernet, TCP/IP
• Experience in application monitoring and production support
• Application Deployment and implementations experience
• Change management and Incident management process
• Must be committed to customer service and ability to work in team-oriented environment
• Must be self-motivated and a team player
• 2+ years of experience in Real Time Applications
• Apache Cassandra preferred
• Apache Tomcat or similar application server experience is good to have
• Knowledge of VMware and other virtualization platforms
• Global support experience is preferred
• Help team members to resolve issues/requests efficiently
• Be the product expert and provide relevant product information to the clients about their account and best practices
• Responsible for multiple projects or tasks showing ownership and accountability
• Establish and maintain a good relationship with clients
• Perform other related tasks and duties when required
• Provide on-call support to ensure urgent client requests are addressed and resolved within predefined SLAs
• Responsible for SLA KPI’s results of the service
• Provides advice, both reactively and pro-actively, to those engaged in activities where their technical expertise is applicable
• Identifies opportunities to apply their technical expertise more effectively within the organization and partners
• Carries out specific assignments related to their technical expertise, either alone or as part of a team
• Help others to improve their knowledge related to the service
• Liaises with staff responsible for the development of system enhancements to overcome known problems or further fulfill user requirements
• Deploy services and enhancements to supported services in accordance with agreed procedures, defined on a project basis

Principal Application Support Specialist Resume Examples & Samples

• A minimum of 8-10+ years business experience in highly IT related role
• Advance technical skill in WebMethod ,GXS AI,Oracle SQL,Unix/Linux Scripting Axway PI,Java
• Experience in implementing, supporting, integration testing, & managing commercial systems is essential
• ITIL process knowledge would be added an advantage
• Experience in Service Ownership, Application troubleshooting & resolution skills
• Provide 24/7 on call support during weekends / public holidays are essential
• Able to work on 3 rotational shift (Morning 8.30am – 5.30pm, Noon 3pm – 12am, Night 11am – 8am)
• Receive and log support requests from our Service Desk, other Service Delivery staff and/or users
• Prioritize and resolve support requests in accordance with service level agreements
• Plan, execute and support implementations with minimal disruption to our production environment
• Investigate problems and determine appropriate actions
• Liaise with staff responsible for the development of system enhancements to overcome known problems
• Previous experience with Logis Air, Logis Ocean or equivalent applications used by the Forwarding business
• Windows, SQL, Citrix knowledge to admin level
• CargoWise One
• Forwarding business
• ITIL Certification or equivalent experience
• At least 5 years working experience in application support area
• Knowledge in UNIX, Oracle, UNIX Shell scripting are essential
• To provide 24/7 support and be prepared to work on shift basis during afternoon/night, weekends/public holidays are essential
• Knowledge in UNIX, Oracle, Oracle Weblogic, UNIX Shell scripting, IBM MQ are essential
• Knowledge in Oracle, MQ, Weblogic and LINUX would be advantageous
• Experience in Service Ownership, Application troubleshooting & resolution skills. To provide 24/7 support and be prepared to work on shift basis during afternoon/night, weekends/public holidays are essential
• 2nd level support: SHP and DCVS3 applications for DHL Express
• Provide technical expertise to global users, resolve theirs issues and problems
• Interact with members of the IT community and business to coordinate application deployments to new countries
• Plan and execute Technical Acceptance Tests and other tests
• Degree or Diploma in Computer Science, Information Systems or equivalent experience
• At least 6 years of working experience in application support and related environment
• Experience in Webmethods Administration Support or development, SQL Oracle, Weblogic server and Unix commands
• Knowledge on various kinds of inbound and outbound delivery mechanism, like MQ, ftp, sftp, https, etc
• Expertise in using webMethods components/Tools like webMethods Integration Server, webMethodsDesigner, webMethodsAdapters, MWS,webMethodsBroker, webMethods Deployer, cross vista tool for deployment
• Knowledge in XML related technologies: XML, XSL, XSLT, XPATH and XML Schema and flat file handling
• Experience in execution of test scenarios and analysis of test results
• Strong in Incident and Problem Management process
• Possess good team spirit and is keen to learn
• Experience in implementing, supporting and managing commercial systems is essential
• Provide 24x7 support to countries and prepare to work during weekends/public holidays
• Provide on-site and on-call support activities
• Willing to work on rotating shifts if required (Morning 8.30am-5.30pm, Noon 2pm-11pm, Midnight 11pm-8am)
• Must be able to communicate effectively in English, both written and orally
• Strong technical skill in MS.Net, MS-SQL, MS-SQL server, Window server, IBM MQ,
• At least 10 years experiences in a related environment
• Very strong in problem management and analytical thinking
• Strong knowledge in logistic transportation operation will be advantage
• Experience in technical support and software maintenance or development. Strong incident management process will be advantage
• Conducts regular service reviews with all interested parties to monitor business satisfaction with the service
• To ensure that emergency incidents are managed and resolved within the agreed target resolution times (TRT)
• Insuring that all incidents are dealt with according to Incident Management best practices
• 5-8 years experiences in a related environment
• Good team spirit
• Willing to work on any assignment given regardless of the timezone
• Willing to work long hours and willing to travel with short notice when required
• Provide 24x7 support to countries and prepare to work during weekends/public holidays on rotation basis. Provide on-site and on-call support activities
• Creative problem solving skills and an ability to work conceptually
• Good in English command. Must be able to communicate effectively in English, both written and orally
• Provides advice, both reactively and pro-actively
• Ensures that requests for support are properly logged, assigned and responded to in a timely manner and according to agreed standards and procedures. Ensures users and other interested parties are kept informed of progress and that corrective action is taken to avoid delays in accordance with SLAs
• Finding new ways to get best use out of existing technologies so that products are easier and less costly to support and deploy
• Spotting potential problems early and taking pro-active action to stop them occurring and/or having a major disruptive impact
• Follow ITS Incident and Problem management process
• Responsible for resolution of assigned tickets, finding workarounds and following root causes to resolve issues permanently
• Knowledge transfer of acquired knowledge to DHL specified employees
• Educated to degree level (Computer Science or related field) or holds a professional qualification
• Express Business Processes knowledge is preferable
• Very good English knowledge
• Capability to talk to a customer using variable communication tools (verbal communication is a must)
• Act as ‘Service owner’ for a set of applications/services (as delegated by the Team Leader or Technician Lead), monitoring and reporting on service levels attained for these applications/services, and ensuring their continuity of service at all times
• Prioritize requests in accordance with agreed criteria and the needs of the organization in accordance with Service Level Agreements
• Investigate problems and other requests for support and determines appropriate actions
• Liaise with staff responsible for the development of system enhancements to overcome known problem
• SQL scripting on advanced level
• Good grasp of Batch jobs or Shell, Perl scripting
• Experience of Systems Integration is an advantage
• Team Player with leadership mindset
• Very good communication skills in English both written and spoken
• University Degree with IT related subject matter
• Experience as a Technical Trainer, Super User, Technical Operator, Field Operations, Service Desk Agent or IT dependent function
• Deliver application support within Service Level Agreements to freight business users
• Positive attitude, responsible and customer focused
• Preferable strong analytical thinking
• Identifies, analyzes, diagnoses and resolve technical problems, problem escalation, and solution tracking associated with operating systems
• Gathers requirements from users and creates specifications and develops code
• Designs and writes codes to support existing applications
• Designs, codes, tests, debug, documents, and maintain those programs
• Participates in the testing and enhancing of components
• Responsible for the programming and maintenance of computer controlled production equipment
• Support of the organization's client/server software applications
• Oversees the daily performance of computer systems
• Answers user inquiries regarding computer software or hardware operation to resolve problems
• Enters commands and observe system functioning to verify correct operations and detect errors
• Sets up equipment for employee use, performs or ensures proper installation of cables, operating systems, or appropriate software
• Installs and performs repairs to hardware, software, or peripheral equipment, and follows design or installation specifications
• Maintains records of daily data communication transactions, problems and remedial actions taken, or installation activities
• Reads technical manuals, confers with users, or conducts computer diagnostics to investigate and resolve problems to provide technical assistance and support
• Refers major hardware or software problems or defective products to vendors or technicians for service
• Develops training materials and procedures, or trains users in the proper use of hardware or software
• Utilizes interpersonal and communication skills as an IS professional to train, instruct, and educate groups and individuals in a team environment
• Education/Experience: Bachelor’s degree in Computer Science and three to five (3-5) years of experience in network maintenance and user technical support. Relies on moderate experience and judgment to plan and accomplish goals
• Knowledge/Skills: Must be competent to work on most phases of applications systems analysis and programming activities, but requires instruction and guidance in other phases. Must possess strong workstation and network troubleshooting skills. Familiar with relational database concepts, and client-server concepts. Familiar with standard concepts, practices, and procedures within a particular field, (i.e., Visual Studio, SQL, and Visual Basic for Applications). Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming. Effective interpersonal skills and establish rapport with users
• Equipment Used: General office machines (telephone, computer, fax, copier, etc.), computer servers, desktop computers, laptop computers. Basic hand tools (screwdriver, etc.)
• Certificates, licenses, and registrations: Must have a valid driver’s license and an acceptable driving record
• Language Skills: Able to read, analyze, and interpret common IT technical journals and industry trade information. Able to respond to inquiries or complaints from internal customers. Active listening skills. Effective communication skills of a highly technical subject in non-technical terminology for management and end-users. Able to effectively present information to management
• Mathematical Skills: Advanced knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications and business accounting principles
• Reasoning Ability: Critical thinking ability and complex problem solving skills. Able to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Able to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Able to define problems, collect data, establish facts, and draw valid conclusions. Able to interpret an extensive variety of technical instructions and deal with several abstract and concrete variables. Inductive and deductive reasoning, selective attention, sound judgment and decision making
• Attendance Requirement: Requires regular attendance during scheduled shift and overtime as required
• Travel Requirement: Occasional overnight/extended travel
• Physical Demands: Primarily office position, with exposure to manufacturing area. Spends app. 2/3 of time seated, talking/hearing, reading, and using hands/fingers to write, type, etc. Generally requires clear vision at 20 inches or less. Lift up to 50 lbs. Occasional working off floor level from ladders, lifts, etc
• Work Environment: Temperature-controlled office with moderate noise level and 1/3 of time in heated (but not air-conditioned) production area with moderate to loud noise levels. Personal protective equipment as needed
• Resolve user support requests (questions, user configuration, setup)
• Respond to customers communication channels for general questions and support
• Communicate service status and news to the user community
• Tracking feature requests submitted by the user community
• 0-2 years' of experience in application support or customer service
• Functional understanding of source code management
• Experience as a subject-matter-expert with one or more applications (home use included)
• Superior communication, customer support experience, and problem solving
• Passion to ensure a great customer experience is at the forefront of our support process
• Excellent judgment, decision making, and drive
• Provides subject matter expertise within the specific applications, such as the Sales, Construction Management, Accounting, etc
• Travel to divisions to provide system support: 90% Travel, U.S. only
• Participates in all activities for implementing and rollout of new or existing systems and applications for the user community
• Conducts training for the user community on systems and applications, and participates in configuring the application based on the defined business processes
• Involved in post-implementation support and maintenance of the applications
• Defines documents and understands existing business processes and procedures and works with divisions to implement new procedure to maximize efficiencies with new or existing systems
• Involved in testing activities, which can include documenting the test plan writing the test cases/scenarios, executing and running the test cases, documenting and submitting problems to development team for correction
• Participates in user requirement definition and analysis activities. This includes facilitating requirements gathering meeting, writing functional requirement /design documents, documenting details of user needs for developing new feature enhancements and /or new applications
• Bachelor's degree (B. A.) from four-year college or university: Business, Finance, Accounting, Construction, MIS, or Project Management
• Working knowledge of JD Edwards or similar accounting system and related integration software systems strongly preferred
• Experience with Homebuilder Scheduling software or a strong background in homebuilding concepts and supply chain management strongly preferred
• Must have experience working with end users and supporting development teams in resolving issues
• Computer proficient with Microsoft Office Suite (Word, Excel, Visio, Power Point)
• Experience at working both independently and in a team-orientated, collaborative environment is essential
• Advanced Microsoft Office proficiency mandatory
• Prior consulting experience a plus
• Excellent grammar, spelling, reading, writing and proof reading skills required
• Construction experience a plus, take-off/estimating
• Support the handover of new or enhanced software into business-as-usual (BAU) operation
• Reasonable knowledge of Barclays Release and Change process and procedures
• Knowledge of the mainframe Cobol and DB2
• Knowledge of Windows as a 2nd to the Cobol
• Moderate understanding of the internal and external environments required to deliver the IT solutions
• Moderate knowledge of key application area
• Moderate and proven results in Incident Management and other ITIL disciplines
• Risk and Control Objective:All Barclays colleagues have to ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Barclays Policies and Policy Standards
• Preparing and analysing test scenarios
• Improving the test environment in order to make it more efficient and minimise manual tests
• Day to day monitoring of the system to ensure that all connections to the supported application are working correctly
• Supporting and monitoring of all application interfaces
• Managing configuration of the supported application
• Troubleshooting as the 2nd line support (application error analysis, consulting and troubleshooting in cooperation with the 1st and 3rd line support)
• Cooperating with application development team
• Actively participating in continuous improvement of services
• Help Desk support of inbound calls, e-mails and support tickets
• Use of knowledge and experience to resolve difficult problems submitted by end-users while making use of debugging skills and problem solving abilities
• Ability to research problems independently and identify root cause of issues using problem determination skills
• Timely, accurate, and complete responses to inquiries
• Phone support during regularly scheduled phone shifts
• Consistently and effectively communicating with management to make sure issues are escalated and resolved
• Ability to work both independently and as a part of a team
• Participate in Post Resolution Review of critical problems and supports follow up of their activities
• Participate in agile-based development for new applications or enhancement to existing applications
• Support/Design/Communicate related reporting
• Design and produce application performance reports
• Evaluate new technologies and platforms for enhancing the application environment
• Evaluate cloud-based hosting options to optimize enterprise applications and reduce costs
• Capture requirements, design, develop, test, and deploy new applications
• Provide Tier 3 level support and incident response to end users for enterprise applications
• Configure and monitor automated event and performance management tools to ensure application availability, performance, and capacity
• Conduct requirements gathering sessions with application end users
• Manage and record the configuration of all application instances
• Maintain current image of all application instances in a pre-production environment
• Perform compatibility testing for new or enhanced applications
• Provides subject matter expertise within the specific applications, such as the Sales, Construction Management, Accounting, Purchasing, etc
• Participates in all activities for implementing and rollout of new or existing systems and application for the user community
• Defines documents and understands existing business processes and procedures and works with divisions to implement new procedure to maximize efficiencies with the new or existing systems
• Bachelor's degree (B. A.) from four-year college or university; or two to four years related experience and/or training; or equivalent combination of education and experience
• Candidate must have a minimum of two years in Information Technology projects involving System Analysis and Design or implementation activities
• Troubleshoot issues with the property systems
• Complete configuration and customization activities to meet business needs
• Validate accuracy of own and others’ work before deploying
• Review support trends to identify changes to address root cause of issues
• Adhere to all system controls, policies and procedures
• Work within immediate and broader technical team to ensure resolution of issues
• Share knowledge across the team
• Demonstrate a commitment to Hyatt core values
• The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary
• Minimum of 5 years configuring and customizing a packaged software solution
• Working knowledge of configuring and troubleshooting complex applications
• Experience working directly with end users
• Ability to work in a global environment
• Address incoming EDI support and Application Support questions across several Applications in a team environment
• Troubleshoot various system issues: bugs, training and resource questions
• Liaison between branch operations, development, product owners, and other internal IT teams
• Analyze and develop dataflow process improvements
• Document dataflow process improvements, new procedures, and troubleshooting methods
• Provide education and cross-training within the support groups
• Strong data analysis and written communication skills
• Strong decision making skills under pressure
• Ability to prioritize and multitask while maintaining deadline constraints
• Monitor and analyze bug reports and internal feedback groups for trends
• Partner with Product, Engineering and training teams to drive up product quality and understanding of product usage
• Communicate known issues within the team and to our customers
• Inform, influence, and execute new strategies and tactics using sound analysis and impact metrics to support your positions
• Work with cross functional teams to prioritize and deliver enhancements and new solutions
• 2+ years experience delivering SLA based service constraints and operational metrics
• You ensure that the application you have responsibility for is functioning as specified and provide functional/technical support, as part of a larger support team
• You are responsible for creating and updating current documentation
• You work together with other teams (Windows, DBA, Network, etc) to investigate issues on the application
• You are in contact with the end users and promptly guide them through their issues with the application, with a high level of professionalism
• You are in contact with the vendor of the application (Parexel), and may be required to participate in meetings with them and the customer
• You deliver in-depth analysis of issues related to the technical aspects of our customers’ systems and provide solutions/workarounds
• You participate in weekly meetings with the team in Czech Republic and Denmark
• 1+ year experience with administering and supporting applications based on Java, SQL/PLSQL, Apache Tomcat, Oracle
• Ability to communicate with end users
• Willingness to learn the relevant part of Life Science business processes
• Fluent English spoken and written
• Passion to solve problems, take initiative and all that in an multinational environment
• General knowledge of ITIL is an advantage
• Works on planning and execution of change, problem, incidents, production processes, controls and service requests,
• Escalates unresolved issues to proper personnel
• Provides mid-level end-user support, which may include: providing systems administration assistance, coordinating stakeholder discussions, updating user documentation or conducting training
• Working knowledge of UNIX OS, SQL, and databases
• Experience with general application and infrastructure support (incident, change, problem management, controls, monitoring production processing), ITIL framework, industry delivery and support standards and processes, knowledge management systems, contract metrics and SLAs and ITSM tools
• Experience and expertise in a broad array of specialized areas such as infrastructure systems, enterprise applications such as AutoSys, monitoring tools, databases, information security tools, middleware, messaging, commercial cloud tools, etc
• Ability to troubleshoot issues and find solutions
• Good organization and communication skills. Strong aptitude for attention to details
• Knowledge of PC usage and related software packages (e.g. outlook, browsers, Sharepoint, Office Suite)
• Experience with application support and business operations in banking and financial services such as supporting trading, payments, prime brokerage, mortgage processing is desired
• Troubleshoot issues and provide solutions to a variety of technical problems on the mentioned systems
• Perform capacity planning, monitoring and systems tuning to ensure the system availability and performance
• Develop procedures, methods, and standards to effectively deploy and support the applications
• Search for improvement opportunities and bring them to implementation
• Takes responsibility for the technical solution to incidents, reacting quickly and as necessary to live software errors to limit downtime and resolve the issue
• Proven ownership and prioritisation of individual Incidents and ensuring the delivery of solutions in line with the Operational Level Agreements to deadlines and quality standards
• Using creative incident management skills and able to use initiative to identify long term solutions to regularly occurring incidents
• Can communicate to peers, line management and business users Planning
• Experience of IT software development or Support (essential) on .Net technologies
• Financial services (preferred)
• Maintaining an in-depth understanding of relevant and up to date technical knowledge, applications and techniques
• Live Event Support Handle setup, monitoring and troubleshooting of all live events on Google platforms
• Linear Stream Monitoring and capturing Logs Monitor linear streams during business hours and troubleshoot & escalate issues related to streams
• Reactive Tickets Handle low complexity tickets (determined by LSS team after review of the case) related to feature ingest, ad ingest, video playback
• Ad and feature ingest Monitor feature and ad ingest failures and take corrective actions, including escalation for product issues.5. Stream Alert resolutions Monitor stream alerts and take corrective actions
• Minimum of 2 years’ experience with Linux/UNIX
• Minimum of 3 years’ experience with Application Support
• Ability to be flexible and work analytically in a problem-solving environment
• Strong coaching and project management skills
• Experience in Linux (Unix) script and command
• At least 5 years of working experience in GXS, WebMethod, Axway Exchange, Axway API, Oracle SQL
• Good knowledge on EDI / B2B messaging process and concept
• Bachelor's degree in Science or Engineering, or 5 years of experience with laboratory products
• Mechanical and electronic aptitude
• Perform with frequent interruptions and/or distractions
• Willing and able to travel approx. 10% (including internationally)
• Identification with our company values: SUSTAINABILITY, OPENNESS, ENJOYMENT
• Respond and resolve assigned helpdesk tickets from chapter and national staff related to finance applications/report writer functionality
• Foster strong relationships and trust with chapter and national constituents
• Deliver training programs and documentation as assigned for chapters and national staff in the use of applications
• Perform setup and configuration tasks and special projects as assigned to maximize utility of applications
• Analyze application usage and provide 1 on 1 coaching with constituents and/or supervisors for those not following documented procedures or those not in conformity with best practices
• Run reports to track policy compliance such as required receipt matching and compliance with timeframes
• Provide focused attention on non-compliant users to resolve compliance issues
• Configures data within systems to ensure functionality achieves expected results
• Executes test procedures to ensure configurations are correct pre go-live;executes functional level tests
• Provides impact analysis, data analysis, timeline analysis, and other information as part of Tier 1 triage prior to escalation to Tier 2 that will ultimately help expedite resolution of issues
• Serves as front-line support and interface with users of CRM applications or proxies to obtain necessary information to troubleshoot; Serves as first-level contact for some CRM support functions
• Collaborates with project management staff, CRM business users, IT&S staff, external users to efficiently configure system attributes required for successful technology conversions
• Validates that data is staged appropriately
• Tracks open issues and defects identified in the production environment; resolves all issues that can be resolved at Tier 1, and provides recommendations for issue resolution at escalated tiers
• Triages issues as defined by documented standard operating procedures
• Develop, maintain, and refine standard operating procedures and policies that promote efficient and effective operations, and enforce compliance with them
• Provides feedback to CRM operational staff regarding training opportunities, inefficiencies, areas for improvement
• 1 year of experience with software design concepts required
• Understanding and knowledge of business process flows preferred
• The position requires an entry knowledge level generally obtained through completion of a High School Diploma, GED, or an equivalent in demonstrated work experience
• 5 years minimum experience in an MS Windows support environment
• 1 years minimum experience in Unix/Linux systems administration
• 5 years minimum Windows Desktop client applications
• 2 years minimum trouble-shooting LAN/WAN issues
• 2 years min. supporting MS SQL databases
• 1 year SQL Programming knowledge
• Monitoring and reporting on service levels attained for these applications/services, and ensuring their continuity of service at all times
• Receives and logs requests for support from help desk, other service delivery staff and/or users
• Plan, execute and support implementations so the applications themselves are deployed with minimal disruption to the production environment
• Very good analytical thinking
• Minimum 3 years’ experience in a professional working environment
• Minimum of 2 years’ experience in a role interfacing with clients
• Knowledge of HTML required
• Minimum two (2) years of online advertising experience including RTB
• 24*7 support is provided to all the Mainframe/Cognos batches running on various technologies and boxes for Corporate function
• Ensure all Mainframe /Cognos applications are fully supported to meet (and strive to exceed) the SLA requirements of service area
• Must be willing to provide rotational 24*7 on-call support for critical issues from home
• Carry out incident trend analysis to identify Problem Records to be raised i.e. the management of service affecting issues (problems), including communications and escalation when required
• Proactive approach to improving systems and services, including proactive monitoring application components and processes
• Peer review of Application Support processes, procedure and documentation
• Adapts style to contribute and enhance team performance by working effectively with people across a wide range of disciplines and levels, both internal and external
• The ability to facilitate and negotiate with multiple parties to bring about agreement and resolution, even when position is not initially shared by others
• Candidate should have strong TWS skills and a working knowledge of Schedule support
• Candidate should have the following skills -
• Developing and maintaining batch and end user reporting tools to meet business requirements
• Steady state maintenance and enhancement of existing production processes
• Effectively collaborate with the Finance Systems Development team to migrate and transition the support of new solutions
• Support day-to-day requests for ad-hoc report executions or minor modifications for business changes
• Create and maintain thorough and accurate documentation of procedures for on-call support
• 1-2 years of systems experience working with the following
• SQL language
• Data Warehousing / ETL Tools
• Knowledge of Essbase and multi-dimensional datamarts
• Strong Technical aptitude with the ability to learn new technologies at a fast pace
• Capable self-starter who takes initiative to solve problems and streamlines processes
• Ability to work with minimal supervision
• Troubleshooting and resolving complex technical issues within a wide area of technical expertise, focused on Webmethods based services
• Position may be mentally demanding, required focus on several important projects and activities at the same time
• Receive and log requests for support from help desk, other service delivery staff and/or users. Prioritizes requests in accordance with agreed criteria and the needs of the organization in accordance with SLAs
• May act as ‘Service owner’ for an application or set of applications/services (as delegated by the Department Manager) within Systems Integration Support Center domain, monitoring and reporting on service levels attained for these applications/services, and ensuring their continuity of service at all times
• May act a single point of contact to provide deployment services within area of competence
• Investigate problems and other requests for support and determine appropriate actions
• Acts as a back line technical escalation point to users of business applications, using standard ITS processes and procedures
• Provides senior technical consultancy in area of expertise
• Has the tenacity to overcome resistance and/or apathy and drive through needed changes in technology and/or processes that will benefit the department, ITS and the business
• Finds new ways to get best use out of existing DHL technologies and exploit emerging technologies
• Identifying problems early, taking pro-active action to stop them occurring and/or having a major disruptive impact
• Offers a single point of contact and ensures that all application support requests are recorded in a timely, courteous, and accurate manner
• Work closely with IT leads and developers in translating business requirements into IT solutions across the region
• Escalates issues within the development team to ensure issues that cannot be addressed at first/second level are responded in a timely manner
• Follow-up on tickets resolved by internal IT teams to ensure it’s communicated to the customer with high degree of satisfaction based on results and level of service
• Facilitate in performing User Acceptance Testing and obtaining sign-offs as per SOX requirements, of all releases
• Work closely with the US and EU counterparts and leads in ensuring timely resolution of issues
• Work as a part of the global application support team based in Chicago, New York, London, and Hong Kong
• Proactively engage with PMs, Traders, and Analysts to resolve issues and identify improvement opportunities
• Rollout, setup, and educate end-users on new front office product implementations
• Provide 1st and 2nd line support for front, middle, and back office systems
• Work with external vendors’ technical support teams to resolve issues and deliver strategic enhancements
• Assist Development and QA teams, supporting new projects from requirements gathering through to production
• Improve and document the technical processes around application support (using Confluence)
• Participate in follow-the-sun support model with appropriate geographic handovers
• Setup and monitor automated jobs in central scheduler (ActiveBatch)
• Disciplined use of ticket, issue, and problem management systems
• The liaison between application end user and IT Department
• Responsible for setting up users with application credentials
• Will become the email/phone helpdesk for the applications
• Will be responsible for answering basic process flow questions
• Record bugs and application enhancements
• Track Frequently asked questions
• Assist with application error research
• Recent customer service experience
• Possesses strong attention to detail, time management skills and the ability to multitask in a fast paced, demanding environment
• Efficient with Mobile application usage
• 6 months to a year of recent experience working in a customer service orientated position
• 24*7 support is provided to all the ETL batches running on various technologies and boxes for Corporate function
• Must be willing to provide rotational 24*7 oncall support for critical issues from home
• Essential: Bachelor’s Degree or Masters in Computer Science
• Years of relevant work experience
• L2 support experience is required
• The candidate needs to have 3-5 years’ experience in production software implementation environments and support processes for enterprise-class computer information systems
• The candidate needs to demonstrate a strong background and familiarity with the Microsoft .NET environment and SQL DBMS
• Experience working with Layers 1-4 network hardware and implementation and configuration
• Experience with network monitoring tools such as Wireshark and Solarwinds is a plus
• A strong understanding of windows operating systems with focus on Windows 7 and Windows 2008 R2
• A thorough knowledge of SQL DBMS with focus on SQL 2000, SQL 2008, & SQL 2012
• Experience working with DBMS in a production critical environment
• T-SQL proficiency
• Experience working with Red Gate tools is a plus
• Strong knowledge of replication, SQL profiler, SQL Management Studio, scripting and package administration
• Experience working with XML, VBScript, VB.net, C#, ASP.net is a plus (not required)
• Experience managing virtual machines and HA clusters in Vmware environments
• Strong experience deploying Red Hat Enterprise Linux in Vmware Environments
• Strong experience working with RHEL HA features
• High degree of attention to detail and organizational skills
• Railroad operating experience a plus
• Associates or Bachelor’s Degree preferred but not required; or equivalent experience in information systems with strong experience in database applications particularly Microsoft SQL
• Experience and understanding of the operational interworking of computer information systems and database management systems used to support complex n—tiered systems
• Support applications according to our Service Level Agreements
• Gather best practices to share amongst the team and other units/teams
• Analyze data processes within the IMS solution domain and with peer IT functions
• Perform Mobile Device management
• Experience in mobile applications(Android apps) and integration with SAP
• Understand about cloud technology
• Excellent knowledge of SAP PS/SD processes in a Front Line environment
• 2-3 years hands-on experience as a SAP Business Analyst in SAP PS/SD
• Global project roll-out experience, preferably working very closely with the business and operations teams
• End user support experience
• Strong experience of gathering and analyzing business requirements, and converting them into information technology specifications
• Ability to work on multiple projects concurrently
• Project management certification would be an asset
• Strong communication skills and sound analytical skills
• University degree in relevant technical field
• Comfortable working in a multinational environment
• The Application Support Specialist will perform a critical role in Business Technology Service Operations (BTSO) with responsibility to ensure stability, continuity and availability of the application, in addition to providing rapid response to incidents and escalated user queries
• To maintain a broad, end-to-end technical understanding of one or more components within an application / service, being recognised as the ‘go to’ person for incidents and adhoc
• Manage and own the successful handover of change into the support environment
• Proven Analytical skills
• Proven team leadership skills
• Proven ownership and prioritization of individual Incidents and ensuring the delivery of solutions in line with the Operational Level Agreements to deadlines and quality standards
• Train, develop and mentor colleagues to ensure full development of their potential
• Highly effective communicator. Responsible for interacting with staff at all level across the Business and IT functions
• Proven liaison skills in dealing with clients and customers at all levels including difficult and demanding stakeholders during high severity and high impacting service disruption incidents
• Able to quickly absorb and assimilate large amounts of technical and data to identify the most appropriate course of action in the resolution of technical service impacting issues
• Understanding customer needs and priorities and uses extensive technical and business knowledge to provide workaround solutions to business areas during degradation of service
• Explaining, advocating and expressing facts and ideas in a variety of settings, both orally and in writing
• Can debate where appropriate to peers, senior line management and senior heads of business
• Communicates clearly and concisely, using appropriate level of detail, terminology and style and able to work effectively in extreme high pressure situations where critical service availability is compromised and/ or Barclays reputation is at stake
• Creates and owns a logical plan, realistic estimates and schedule for any activity
• Can identify potential risks and benefits of emerging technologies
• Demonstrates a good end to end understanding of the systems processing for the business areas and relationships
• Maintains an in-depth understanding of relevant and up to date technical knowledge, applications and techniques
• Uses technical knowledge to create new opportunities and solutions
• Deep understanding of the internal and external environments related to own IT product area
• In depth knowledge of key application area, recognised as application expert by their peers and subordinates
• Proven results in Incident and other ITIL disciplines
• Strong level of experience of IT software support (essential)
• Significant experience working within an ITIL Environment (preferred)
• Cenzic Scans - Execute monthly for external facing apps, quarterly for Internal apps
• Coordinate with Project teams on new code releases
• Provide application admin activities & configuration changes where applicable
• Flexible to work in shifts
• 3-5 years of experience with IT applications
• 2+ years of hands on enterprise scale application sustainment experience
• Strong experience in Oracle SQL databases and SQL scripting
• Highly organized and detail oriented with superior analytical, problem solving and organization skills
• Must be a self-starter and quick learner and have continual desire and capability to learn
• Drive issues to closure either thru code/data/process/config modification
• Drive the SEV 1 & SEV2 issues with all the dependent stakeholders Unix, Windows, DBA, network, firewall and Storage teams and continuously update Business Users
• Patching, certification renewal & downstream apps changes coordinate on the smoke testing with stakeholders
• Coordinate approvals with various stakeholders for all changes
• Reporting & Metrics generation
• 2 to 5 years of experience with IT applications
• Resolve Incidents in a timely manner and maintain SLAs as prescribed by incident management processes
• You will have proven ability to independently perform root cause analysis on incidents and reach out cross-functional teams and persist until incidents are resolved
• Experience in data refresh to non-prod environment
• Must be a proven top performer and team player that enjoys challenging assignments in a high-energy and fast growing workplace
• Must be able to manage multiple tasks to deliver according to schedule and priority
• Customer Service and/or software help desk experience required
• Experience with issue tracking and troubleshooting required
• Process innovation experienced preferred
• College degree in Information Systems or equivalent experience preferred
• Professional and/or academic history of successfully demonstrating Learner, Customer-Centric and Focus / Motivation attributes to achieve Expertise, Raving Fans and Line of Sight Goals
• Computer literacy, including working knowledge of Microsoft Office software applications
• One year or more of experience as a system support representative and a demonstrated increased level of system comprehension and successful ticket completion
• Two years or more experience and demonstrated enhanced working complex issue resolution and requirements gathering for client use and implementation
• Provide general software education and ability to demonstrate functionality to internal and external users
• Test and troubleshoot software to identify and resolve problems
• Receive and respond to customers’ questions regarding Avantas’ scheduling software
• Manage and document user issues throughout the entire case lifecycle. Work with clients and internal development staff to resolve user issues
• Monitors tickets for trends and recurring themes and leads efforts to address these in a manner that reduced their occurrence
• Build custom reports through Smart Square’s report writer functionality
• Enhanced knowledge demonstrated of software functionalities and how the data is connected to provide user guidance (internal and external users) and issue resolution in complex and individualized client non-standard processes. Progressive research and testing for new functionality and potential software bugs
• Implement the software and its features through information gathering and configuration within existing client environments
• Provide in-depth, best-practice recommendations for configuration and strategic use of Smart Square along with the software documentation, training and education to internal and external users
• Coach and mentor team members on successful use of Smart Square, optimizing ticket resolution and positive client satisfaction
• Actively drives individual professional growth using learner, customer-centric and focus/motivation attributes to advance expertise, create Raving Fans and achieve line of sight goals
• Participates in the on-call rotation by providing support to clients after-hours
• Act as ‘Service owner’ for a set of applications/services within Sales and Marketing
• Maintains good working relationships with appropriate internal and external DHL customers
• Provides back line technical support to users of business applications, using standard ITS
• Customer and goal oriented personality
• High level of adaptability
• Monitor and respond to user-reported issues as well as infrastructure alerts promptly and professionally; ensure issues are tracked through to resolution
• Ensure team knowledge is current and forward-looking
• Take an active role in planned technology events, i.e. business continuity tests, ensuring recovery procedures are accurate and complete
• Strong understanding of server, storage, MQ, and the ability to understand and use in debugging the application logs of an object-oriented language (e.g. Java, .NET, C++)
• Strong SQL databases experience (such as Sybase, DB2, Oracle); able to search log files and compose SQL queries (DB2 is preferred)
• Network diagnostic skills and experience with networks and real-time messaging technologies (multicast, TCP/IP, UDP, SNMP)
• Excellent spoken and written English communication skills
• To maintain a broad, end-to-end technical understanding of one or more components within an application / service, being recognised as the ‘go to’ person for incidents and ad-hoc
• Support the handover of new or enhanced software into business-as-usual (BAU) operation, absorbing and assimilating the information and providing junior resources information and education relating to the system technology and function
• Effective communication, team working, good planning and organising, relationship building, analytical thinking, customer service, problem solving, prioritisation and flexibility
• Can communicate to peers, senior line management and senior business stakeholders. Provides support during major incident calls and understands technical constraints of live application / service when articulating solutions and business workarounds to impacted business areas
• Detailed knowledge of products/functions outside of day to day area supported
• Takes the lead and can drive engagement with all business users and understand their issues, regardless of seniority
• Strong knowledge of Barclays release and change process and procedures
• Evidence of strong experience working within an ITIL Environment (preferred)
• High School Diploma or Equivalent and 3 or more years of experience in the Application Support area
• Zurich approved Apprenticeship program including an Associate Degree and 1 or more years of experience in the Application Support area
• 3+ years’ experience in IT technical support to end users
• Experience with mobile devices and iOS operating system
• Thin Client system experience a plus (Citrix and/or Terminal Server)
• Hold multiple Microsoft Certifications in the area of technical support
• Understanding of systems status and network connectivity, including high speed Internet technologies and VPN
• Phone Customer Support experience in a 100% technical, metrics-driven Call Center environment
• AS400 operating systems experience a plus
• Provides AEHR system on-site support and training to end-users via person-to-person, WebEx and/or small group training sessions
• Instructs users on log-in procedures, navigation and data entry procedures
• Provides input for on-going development of training materials, reference guides and job aids
• Assists in analyzing and troubleshooting escalating issues and executing solutions
• Interacts to assist in collecting, documenting and analyzing issues and findings of outcomes
• Communicates clearly and timely with clients and end users
• Performs related duties, as required
• ADA Essential Functions
• Minimum one (1) year training experience or related clinical computer experience in a healthcare environment, required
• The Application Support Specialist will perform a critical role in Corporate Run the Bank with responsibility to ensure stability, continuity and availability of the application, in addition to providing rapid response to incidents and escalated user queries
• Own, maintain and track incidents through their entire lifecycle
• Previous experience in technical support / problem solving (2+ years)
• Live service/ application support experience (2+ years)
• Preferred Qualifications-
• Good knowledge of the payments domain is preferable
• Ability to cover on call support and flexible working hours
• Technologies – UNIX, Oracle, Java, Web Sphere
• Retail Store Application Support – Point of Sale, Traffic Counting, Reporting Tools
• Sharepoint and Office 365 support
• Supporting integration, reporting, user management and upgrades for cloud systems
• Demonstrated skills supporting complex applications with hands-on workflow, data management and customization experience
• Experience with reporting KPIs and business metrics
• Experience with user management (on & off-boarding) of complex applications
• Experience implementing or upgrading complex systems or services
• Experience supporting international teams
• Ability to learn and demonstrate expertise on multiple systems
• Excellent verbal & written communication skills, including creating & maintaining documentation
• Retail Operations or Point of Sale Support
• Sharepoint administration or customization experience
• Experience managing application licensing and support contracts
• Experience creating & maintaining documentation, help guides or related user resources
• Office work and lifting of IT equipment –typically under 25 pounds
• Able to travel via airplane in US and Internationally to attend training, conferences or work with remote offices. Travel will be approximately 2 weeks per year, but may be more for projects including retail store openings
• Due to the evolving landscape of the Application Security domain, the jobholder is expected to be adaptive to change
• In addition, the jobholder will be providing consultancy and undertaking risk assessments on numerous projects at any one time, understanding how to multi-task and prioritize their own workload is essential
• Functional Expertise – Significant, industry leading subject matter expertise in IT Security together with a broad technology experience and understanding of the value information technology can add to business customers
• Corporate Exposure – Extensive leadership experience within fast-moving, complex and demanding corporate environments where technology issues have to be handled on a large scale and with a need to multi-task whilst dealing with ambiguity and change
• Operating in global markets – Experience of working at an operational level in international environments which drive a true international perspective. Commercial experience in different markets/cultures/organisations
• Team Leadership – Experience of having led international projects/initiatives with a team of IT professionals, raising standards within the function and improving the profile of IT within a business. Ability to motivate people
• Managing Change - Experience of managing significant transformation and change programmes across dispersed entities, with ability to influence key stakeholders
• Commercial Awareness –up to date knowledge of the external environment, the competitive landscape and broad macro-economic trends
• Interpersonal Skills – Influential, credible and persuasive, active listener, embraces HSBC Values, shows good judgement and demonstrating high level of communication skills in order to achieve effective stakeholder management. Appropriate balance of assertiveness and diplomacy skills are key
• Relevant product knowledge including a demonstrable interest in IT Security
• Experience working in relevant environment/s, i.e. IT Security or HOST
• Experience working in relevant market/context, i.e. IT Security, HOST, IT Audit
• Role relevant qualifications, i.e. professional certifications in Information Security (CRISC, CISSP, CISA) is desirable but not essential
• Supporting any of the above mentioned capabilities’ applications
• Handle requests, investigate and resolve application and infrastructure related incidents and problems
• Adhere to defined incident, problem and change management processes within given Service Level Agreements (SLA)
• Perform application maintenance
• Install application releases and patches
• Participate in the On Call rotation for Severity 1 and 2 incident
• Perform and implement monitoring on the application and its infrastructure
• Work with partner teams (like infrastructure) or engineering teams to resolve application related issues
• Fluent written and verbal language skills in English
• 3 years’ work experience in technology field
• ITIL awareness – ITIL Foundation exam is an advantage
• Experience in SQL and database applications
• Self-starter, ability to work independently, however being able to work as a team player is a must
• Strong Interpersonal skills
• High level of initiative and extremely motivated
• Ability to analyze and troubleshoot issues
• Demonstrates a keen interest in continuous learning and professional development
• Ability to prioritize among a number of problems independently
• Reacts and adjusts positively to changes
• Prepared to work in international, multicultural work environment
• Act as a single point of contact for business colleagues in Europe
• A member of the PUD_SRT team
• Fix day-to-day operational failures, identification of root-causes and problem management to improve several stability and availability of services
• Ensure availability of systems for use and manage new country on-boarding, and deploy new application releases
• Experience with general application and infrastructure support (incident, change, problem management, controls, monitoring production processing), ITIL framework, industry delivery and support standards and processes, knowledge management systems, and ITSM tools
• Experience and expertise in a broad array of specialized areas such as infrastructure systems, enterprise applications such as autosys, monitoring tools, databases, information security tools, middleware, messaging, commercial cloud tools, etc
• Exposure to UNIX OS, SQL, and databases is desired
• Minimum of an Bachelors degree in Computer Science, Information Systems, Mathematics, Engineering or related field
• Minimum one year direct experience with application or infrastructure operations and support in a banking or financial services environment or two years direct experience providing application production support in any other industry. Two years of experience in an IT support role may be substituted if the degree is not in technology or mathematics
• Analytical Thinking
• Identify and prevent technical issues to maintain performance and availability on behalf of our eCommerce/Retail client systems
• Analyze the root cause of all incidents, implement permanent fixes and produce necessary documentation
• Manage critical fixes
• Provide support for capacity planning, reporting, and software maintenance planning
• Proactively identify inefficiencies and develop automated processes to improve resource productivity
• Participate in the planning and execution of all change management activities and application release cycles through testing and production environments
• Plan, coordinate and supervise (where appropriate) all activities related to the operations of the Banks production applications related to the individual Product area
• Able to quickly absorb and assimilate large amounts of technical information and data to identify the most appropriate course of action in the resolution of technical service impacting issues
• Support for multi-tier applications, Web Services, FAT applications and windows server applications
• Good knowledge of IBM Websphere Application Server, and/or JBoss, and/or Windows IIS server management
• Experienced with SQL queries, preferably Oracle and DB2 and understanding of relational database concepts
• Ideally experience with PL/SQL
• Good knowledge of Java application support
• Ideally knowledge of LDAP, and Tivoli Access Manager
• Deliver assigned service according to agreed SLA’s (TRT, Availability, and Performance)
• Act as a primary operational point of contact for all RUN related aspects of the service (Incident Management, Problem Management, Capacity Management, SW patching etc.)
• Maintain service production and also pre-production environments and systems
• Drive Service Improvement Plans to continuously improve service performance
• Conduct detailed analysis of all defined systems-specifications and validate solutions being delivered by projects
• Perform capacity planning, monitoring and systems tuning to ensure service availability and performance
• Follow quality standards and policies
• Interact with members of the IT community and business to address both run and build/project topics
• Very good analytical skills and structured approach
• Organizational skills, experience with matrix management
• Ability to work independently, self-motivation and self-confidence
• Fluent English (written and spoken)
• Experience with Transport management systems and /or warehouse management systems - Advantage
• Identifies and resolves problems
• Refers more complex problems to supervisors or other experts
• Contributes to work flow or process change and redesign to form a basic understanding of specific function
• May create standard reports
• 3 or more years related work experience
• Provides application support and deployment services to the users within DHL Global Forwarding division, enables the required processes needed for the business to be successful
• Ensures maximum availability and minimal disruption to business continuity in order to meet all agreed targets, SLA's, and metrics
• Deals with people both on a business level and IT level and act as the technical point of contact to resolve their application and systems issues that disrupt the service they depend upon
• Proactively looks for continuous improvement ideas to raise the service quality for better network profitability
• Performs proper problem management with the aim of eliminating the recurrence issues
• Ensures that all tickets are managed and resolved within the agreed target resolution times (TRT)
• Ensures that all incidents are dealt with according to incident management best practices
• R&D software such as Chromeleon Chromatography Data Systems and Empower Chromatography Software
• Regulatory management software such as Parexel Liquent InSight or ISI eCTDXPress, ISIWriter, ISIToolBox
• Quality software such as Blue Mountain Calibration Manager, iStability and other LIMS software
• Compliance software such as TrackWise Enterprise Quality Management and Learning Management Systems
• Desktop / server / networking configuration, support and change management in a highly-regulated environment
• Requires effective interpersonal skills due to frequent interaction with users
• Customer-oriented attitude and experience
• Sound understanding of the pharmaceutical manufacturing industry and associated regulations
• Ability to work with users at all levels on a variety of technical initiatives and work in a cross-functional team
• Able to multi-task with multiple high-priority projects and flexible timelines and expectations
• Able to work independently in an efficient and detail-oriented manner
• Ability to apply deductive reasoning and analytical thought to understand complicated issues
• Ability to receive instructions and follow work rules and company policies, safety and security practices
• Must have at minimum 3 years of experience with a diverse range of end-user IT support tasks
• Must have at minimum 3 years of experience with R&D, Regulatory, Quality and Compliance software in the pharmaceutical industry
• Taking ownership and managing production requests, questions, issues
• Professional ownership of production problem, related incidents and end user requests
• Taking proactive initiatives to stabilize and improve plant
• Incident management for application issues
• Act as an escalation point to level 3 support
• Be flexible to provide weekend on call rotation and available for offshore time lead
• Work closely with Application Development to ensure that the support team has excellent knowledge of the application set own and maintain support knowledgebase and documents
• 5+ years of experience in a related field
• In-depth knowledge and hands-on experience on Unix and Perl/Python scripting
• Hands-on experience in application and database troubleshooting/issue resolution in a fast paced environment
• Should have the ability to think out of the box for process improvements and short cuts, automation, scope for optimizations etc
• Experience with Java and Sybase
• Experience in the Financial Industry
• Knowledge on Autosys, SQL Server and MQs is an added advantage
• Liaise with App dev teams to successfully deploy software releases in the production environments
• Take ownership and managing production requests, questions, issues
• Hands-on experience troubleshooting application and database issues in a fast paced environment
• Hands-on experience in Unix/Linux/Perl programming (shell scripting)
• In-depth knowledge and hands-on experience on .NET
• Experience with Sybase and/or Db2
• Monitoring tools like Splunk, Extra Hop, Sockeye
• Deployment tools like Window Deploy and Team City
• Knowledge on job scheduling tools like Autosys
• Understanding of ETL tools such as Informatica
• 4-8 ​years experience in a related environment
• Extensive working experience in SAP SD & SAP MM
• Strong incident management process and good team spirit
• Willing to work on shift or any assigment given regardless day or night
• Experience in technical support and software maintenance or development
• Must be willing to work on rotating shifts
• Must be willing to work long hours and willing to travel with short notice when required
• Engage in research and in-depth troubleshooting activities to determine the most effective manner to resolve customer technical issues
• Serve as liaison between Hyphen Solutions’ developers and users to resolve issues and/or fulfill user support requests as needed
• Perform system monitoring and perform re-occurring system maintenance and reporting tasks
• Fulfill requests to upload, modify, configure and/or delete data while maintaining integrity of system
• Assist project teams with technical issues during project initiation, planning through deployment
• Participate in testing and deployment of application changes and new software releases as well as ensuring knowledge transfer to the Business prior to system go-live
• Bachelor’s degree in Computer Science, Information Technology or related field preferred; High School Diploma required
• 7-10 years of information systems experience including “call center” experience providing application support and tracking support requests with typical help desk software
• Experience with Homebuilding or Construction Scheduling software; or a background in Homebuilding concepts and supply chain strongly preferred
• Working knowledge of JD Edwards or similar accounting system and related integration software
• Experience with IBM and Macintosh computers, Microsoft Windows and Apple Operating Systems, MS Office Suite (Intermediate advanced level - Word, Excel, PowerPoint, Access, Visio), internet applications, mobile applications and devices and network interface issues
• Knowledge and experience with standard customer service principles and practices
• Provide Lennar Associates assistance with various homebuilding applications
• Perform installs and uninstalls of various software
• Perform various audits on applications, including users and data
• Track and route problems and requests and document resolutions
• Research questions using available information resources and advise users on appropriate action
• Recommends solutions to business software/hardware system problems
• Work on multiple phases of projects independently as well as coordinate activities with superiors and Division/Regional associates to resolve technical and/or business issues
• Gather business requirements for developing enhancements to support business processes
• Create test scripts and participate in testing new application changes and new software releases
• Assist in the implementation of all application enhancements
• Track company licenses and process renewals or purchases of new software
• Update end user support documentation including videos and powerpoint presentations to use for training
• Provide training for new associates and retraining for current associates to improve system utilization
• Assist with migration of data from various other applications to the Box application
• Serve as liaison between Lennar Associates and Box Support team when troubleshooting complicated or pervasive issues
• Follow standard help desk procedures and administer help desk software
• Understands existing processes and business logic to properly define customer requirements
• Recommends solutions to business problems and enables best practices solutions
• Work with business to determine their needs to transform them into information technology system requirements
• Bachelor’s degree preferred
• 3-5 years of information systems experience
• Provide exceptional customer support when communicating and assisting customers. Ensure that high quality standards are maintained for all customer interactions and issue resolutions
• Support customers on application issues including questions and problems related to daily usage, configuration and reporting
• Support customers on technical issues including questions and problems related to hardware environment, systems integration and technical interfaces
• Document, and track case histories, issues, and actionable steps taken
• Obtain and maintain an in depth understanding of our product features and functionality
• The individual is committed to meeting the expectations and requirements of customers; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect; treats customers courteously, with a friendly, helpful attitude
• Responds promptly to client needs and solicits feedback to improve service; meets commitments
• Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; and is excellent at honest analysis
• Technical knowledge of Web applications, Windows operating system configurations, features and settings is essential
• Skilled in managing multiple priorities
• Must have strong written and verbal communication skills with experience communicating at all levels of client organizations as well as internally across functions (product development, customer support, sales)
• Establishes own files; follows company policies and procedures; improves and maintains record keeping
• Takes pride in work product and pays close attention to detail; monitors own work to ensure quality
• Contributes to building a positive team spirit; treats others with respect and consideration
• Candidate have at least 2 years practical working experience in Customer Support with Technical Support / Information-related role
• Previous oil industry experience is a plus
• Command Line UNIX using various commands and functions
• SQL scripting and database knowledge
• Java knowledge is a big plus
• Experience and expertise in a broad array of specialized areas such as infrastructure systems, enterprise applications such as Autosys, monitoring tools, databases, information security tools, middleware, messaging, commercial cloud tools, etc
• Minimum of an Bachelor’s degree in Computer Science, Information Systems, Mathematics, Engineering or related field
• Own management of assigned incidents and problems, transforming problems into known errors, developing temporary solutions or permanent alternatives to the errors, driving knowledge to front line support, and providing input to development teams for permanent resolutions
• Work as a project team member or independently with moderately complex tasks in support of IT projects. Participates in project planning processes
• Assists in the gathering of business requirements
• Increased skill in multiple technical environments and knowledge of a broad range of business areas
• Serve as a liaison between users, other IT departments and vendors in coordination with operational and project managers to provide technical solutions that address user needs
• Develops, engineers, tests, deploys, configures, validates and supports IT solutions to meet the business requirements
• Assists with setup and maintenance of test environments
• Plans and Performs ongoing routine application maintenance tasks
• Evaluates existing applications and platforms and provides recommendations for improving performance by conducting gap analysis, identifying feasible alternative solutions and assisting in the scope of modifications
• Provides technical coaching and mentoring to team members
• A Bachelor’s degree in Information Technology, Computer Science or related field or equivalent work experience
• Experience working in applications, systems or IT Operations
• Strong analytical, research, systemic thinking and problem solving skills
• Knowledge of an agile team environment and process
• Proficiency in Microsoft Office and other development tools, databases or applications as appropriate
• Experience with Microsoft Team Foundation Server (TFS)
• Experience in T-SQL, Microsoft or SQL certifications
• Experience with scripting languages including Powershell
• HS Diploma or GED equivalent
• 2+ years professional experience in customer service (technical support or help desk welcome!)
• The Client Application Support Specialist will have exposure to customer support CRM tools
• Experience with Microsoft Office, PC software, OS
• Exposure to payroll software or knowledge of payroll tax returns preferred
• The Client Application Support Specialist will have the ability to work weekends and extended hours as requested during peak periods, quarter end and year end
• Bilingual (English/Spanish) preferred
• 2+ years professional experience in customer service including chat, email and telephone (product support or help desk welcome!)
• Be responsible for National Purchase Agreement Program
• Develop documents for use with electronic signature, publish, and communicate weekly updates as requested by legal department
• Understand complex customer business problems as it pertains to electronic document handling and electronic signature, and translate into requirement document
• Develop and deliver solutions based on business requirements
• Effectively communicate and collaborate with other developers
• Exhibit complete command of developer tools
• Work on multiple phases of projects independently and coordinate activities with requestors and superiors
• Leverage knowledge gained from production deployments and customer experiences
• Exhibit strong understanding of the systems we integrate with, and the methods/APIs used for integration
• Perform troubleshooting activities and recommend solutions or system enhancements to achieve efficiencies, and best practices and adherence to corporate policies
• Provide end-user support, track issues to resolution and update the internal knowledgebase
• Document processes
• 5+ years of information systems experience
• Support the Futures infrastructure
• Provide support for external clients Fix Queries
• Manage serious incidents, change management, projects etc
• Previous experience of supporting electronic trading environments
• Excellent troubleshooting and communications skills
• Will take the initiative to improve their situation
• Ability to multi-task and prioritise tasks effectively ? the client comes first
• Ability to react calmly but quickly in emergency situations
• Ability to quickly learn new systems and technologies
• Comfortable operating in a dynamic and exciting trading environment
• Strong FIX Protocol knowledge
• Detailed knowledge of Unix
• Knowledge of SQL and scripting languages
• Proficient in Excel
• Strong knowledge of Windows operating systems
• Must have a minimum of 5 years of relevant experience with a Bachelor’s in Science degree; 3 years with Master’s degree (appropriate combination of education and experience will be considered in lieu of the degree)
• Experience with Web based infrastructure, web/application server load balancing, performance monitoring, and disaster recovery planning is required
• Must have experience with Linux System Administration
• 5 or more years of direct hands-on experience in performing systems and application administration
• To follow best practise ITIL principles for Problem Management, Incident Management, Change Management, Release (Deployment) Management, Application / Service Level Management, Financial Management, Demand Management, Continuous Application Improvement Planning
• Technical Support and Maintenance of the Business Service and Mainframe Applications and can be work independently and if required guide team mates
• Ownership and prioritization of individual Incidents and ensuring the delivery of solutions in line with the Operational Level Agreements to deadlines and quality standards
• Self starter and ability to operate independently
• Working experience of the following languages and technologies
• Mainframe - COBOL, CICS, DB2, IMS, VSAM, JCL , TSO, Online and Batch (essential)
• Hogan (preferred but not essential) or Hogan Umbrella
• Xpediter, Endevor, TWS (preferred)
• Contributes and owns actions during major incident calls and understands technical constraints of live application / service when articulating solutions and business workarounds to impacted business areas
• Develop and maintain an in-depth product knowledge of Kronos Workforce ESP product suite
• Develop a good base understanding of Kronos Workforce Central Suite products
• Utilize his/her technical ability to prioritize incoming support issues and respond appropriately to multiple critical situations
• Replicate customer scenarios for configuration /environmental solutions and /or readying the issue for engineering review
• Effectively communicate product issues to the customer and / or Kronos engineering enabling timely solution while maintaining customer satisfaction
• Develop a strong technical understanding of the installation of Kronos products in a variety of customer environments
• Once fully trained, will participate in a rotating (one week duration) 24 x 7 on call
• Bachelor’s degree or equivalent in Communications, Computer Science, Math or related field with experience in software application customer support
• Working knowledge of PC's, server operating systems, web technologies, communications protocols, and an ability to troubleshoot complex technical problems on multiple Windows platforms
• Familiarity with MS SQL, ability to create and execute moderately complex SQL queries, understand database schemas, able to backup and restore databases
• Ability to document complex cases and communicate requirements both verbally and in writing
• Background experience in healthcare environment with knowledge of employee scheduling preferred
• O Ensures successful implementation and support of EHR Interfaces with OR1 products using all or more methods listed below
• AA/AS technical degree preferred or equivalent combination of education and experience
• Strong technical knowledge of HL7 Messages/Interface, DICOM, EMR/EHR Workflow, Windows server environment and network topology
• Minimum 2-5 years with EHR Interface experience, working with HL7 messages and/or DICOM
• Ability to communicate effectively with diverse clientele including good written and oral communication skills as well as good interpersonal skills
• Ability to perform complex and time-critical tasks with optimum effectiveness and efficiency with little or no supervision in high-pressure situations
• Attention to detail and adherence to SOPs and Work Instructions
• Ability to maintain accurate and detailed documentation
• Strong interpersonal skills and ability to interact favorably with a wide variety of people
• Must be friendly, patient and professional in manner
• Motivated, self-starter with an excellent work ethic
• Fast learner who can work with minimal supervision
• Experience with ticketing or issue tracking systems
• A minimum of 1-3 year in Service Support Function
• Possess business and process knowledge on warehousing and supply chain
• Working knowledge of Red Prairie application – 2 years’ experience
• Knowledge in Unix/Linux, Windows, Oracle SQL server, Scripting, MQ, ftp, zabbix (optional)
• Application troubleshooting & resolution skills
• To provide 24/7 support and be prepared to work on shift basis during afternoon/night are essential
• Deploy, maintain, enhance and support JDA WMS applications
• Maintain JDA WMS production and other preproduction environments and systems
• Provide technical expertise to users of JDA WMS service and resolve theirs issues and problems
• Troubleshoot issues and provide solutions to a variety of technical problems on the JDA WMS solution
• Conduct detailed analysis of all defined systems-specifications and validate solution
• Answer technical questions and correct deficiencies in the JDA WMS solution
• Perform capacity planning, monitoring and systems tuning to ensure JDA WMS systems availability and performance
• Interact with members of the IT community and business to coordinate new customer deployments on the JDA WMS platform
• Assess implementation options and recommend appropriate processes to clients
• Ensure adherence to testing and installation procedures and resolve deviations
• Unix shell (bash) scripting knowledge - advantage
• Deliver application support within Service Level Agreements according to ITS processes with the main focus on Incident and Problem Management
• Demonstrate ownership of assigned tickets (tasks) to final restoration and collaborate with other support teams within the organization and external suppliers
• Provide proactive investigation and maintenance of the systems – Availability Management
• Maintain and document the knowledge of supported applications
• Participate on the projects relevant to services supported by the team (testing and deployments of the new releases and required changes)
• Experience with Warehouse management systems - advantage
• Basic DB knowledge (Oracle is preferred)
• Java environment knowledge (no programming required)
• Experience with support of IT systems in Corporate environment
• Works as the main support for internal set of applications/services
• Responsible for whole Application/Service lifecycle from initial testing TAT) and release to production throw addressing the bug fixes to the Application/Service sunset
• Supports Incident, Problem and Change Management process, prioritizes requests in accordance with agreed criteria and needs of the organization in accordance with SLAs
• Provides verbal and written technical reports to specialists on aspects of system status
• Plan, execute and support IT Solution’s implementations
• Advanced knowledge of Unix /Linux based systems
• Database skills + SQL (Informix, Oracle)
• Scripting (Shell, perl, python)
• Web server (apache, nginx)
• Aplication server (weblogic, tomcat)
• Programming skills (Java)
• Adobe communique
• Maintain SyteLine ERP configuration, parameters and codes within ERP system
• Maintain master data record replication rules within SyteLine multi-site ERP system
• Understand the business issues and workflow. Use this skill to support user/customer requests to improve internal systems through automation
• Manage, Monitor and Troubleshoot end user and system level problems
• Manage master files to evaluate and correct invalid or outdated data
• Assist in the development and maintenance of system policy and procedure documentation
• Assist in the development and implementation of security policies consistent with the needs of a growing business
• Monitoring applications system health, maintain connected peripherals, application software patches, and maintaining overall applications system performance
• Manage user accounts; configure user profiles, re-set passwords, trouble shoot user permissions issues
• Capable of following technical installation manuals and installing complex applications
• Proficient to run SQL queries
• Manage and own the successful handover of change into the Production environment
• To use system-specific knowledge and technical expertise to assist external areas in the definition of technical strategies where appropriate
• Own maintain and track incidents through their entire lifecycle
• To be a key point of contact in Pune for Application Support Lead
• Delegates, coordinates and motivates teams into reaching challenging goals
• Out of hours cover and support, providing expertise and specialised system knowledge to allow resolution of key incidents
• Create and enhance monitoring and alerting across the entire Production environment
• Microsoft Windows Workflow Foundation,
• Java Script
• Experience working within an ITIL environment
• ITIL Version 3 – Foundation is desirable
• Ability to manage and take responsibility for incident tickets assigned in relation to specialist
• Software functionality
• Experience supporting Java or Oracle or CRM applications
• Strong customer liaison skills underpinned by a professional telephone manner
• Exceptional analytical skills to determine resolution accurately
• Have a technical aptitude in order to implement data change where necessary
• Experience of delivering against Service Level Agreement targets and meeting customer
• Expectations
• SQL/PL-SQL is desirable
• Experience within the Criminal Justice sector is desirable
• Provide firm users with excellent customer service and troubleshooting support
• Analyze issues quickly, walk them through to resolution, and accurately record details for other members of the team to reference in solutions
• Build relationships with users through consistent professionalism and empathy
• Collaborate with application developers and administrators on the team to eliminate bugs and fix preventable issues
• Minimum 3+ years of experience in the Information Technology sector
• Experience in coding and scripting with Java, .NET or other languages is an asset. Writing Scripts to automate tasks and error prone processes
• Excellent verbal & written skills in English
• NOC experience an asset
• Presentation Skills an asset
• Understanding and hands on experience with major cloud platforms such as AWS and or Azure as asset
• Demonstrated ability to understand and deliver detailed technical documentations
• Previous experience with Adobe Experience Manager( AEM) or CQ5 considered an asset
• Experience with deployment tools such as Chef, Puppet or Ansible is considered an asset
• Respond to internal business user requests for assistance with basic issues related to line of business systems
• Troubleshoot and resolve issues in a timely manner with direct oversight from team members
• Maintain line of business system accounts to include account creation, account changes, and account deletion, upgrades, and server patching
• Update line of business systems to fix defects or to complete minor enhancement requests
• Assists with the maintenance of OnBase environment servers and performance of upgrades
• Test changes to business applications and ensure performance is as designed; work with team members to resolve any issues
• Provide regular and frequent communication to requestors of assigned work order; ensure requestor is fully advised as to the progress or delay of their work order
• Compose internal documentation that reflects changes made to line of business application, with direct oversight from team members
• Assist team members in identifying opportunities for reduction in work orders by identifying trends, communicating to team members, and working with team members to identify solutions
• Safeguard the security, integrity, and confidentially of Hyland's internal systems and data
• Grow knowledge and be aware of best practices and market trends
• Grow knowledge of Hyland's business processes managed by line of business systems
• Identify software changes and performance issues to optimize Hyland's product functionality; collaborate with team members to ensure proper escalation
• Bachelor's degree in computer science, computer information system or management information system
• Knowledge of principles applied in supporting applications
• Knowledge of principles applied in server administration
• Strong oral and written communications skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact
• Able to effectively communicate technical concepts to both technical and non-technical people
• Organized and experienced at successfully multi-tasking
• Able to thrive in a fast paced, deadline driven environment
• Solid collaboration skills, applied successfully within team as well as with other areas
• Driven to learn and stay current professionally
• Able to thoroughly investigate situations or issues to get appropriate information for effective problem resolution
• Up to 5% travel time required
• Or an equivalent combination of education and experience sufficient to successfully perform the principal duties of the job

Functional Application Support Specialist Resume Examples & Samples

• Provide timely resolution of functional issues and report incidents to the appropriate chain of command
• Troubleshoot functional issues in a complex financial environment, with various applications and architecture regionally and/or globally
• Communicate with users regarding application outages
• Liaise with development teams in New York
• Help configure setup as requested by users and monitor platforms
• Understand regulatory environment and constraints
• Understand the workflow from the referential applications to the financial applications as well as upstream and downstream from the Accounting applications
• 1-3 years of experience working in a Support Analyst role in a professional financial environment (asset)
• Basic Accounting/Finance knowledge
• Good knowledge in Excel
• Basic competency in SQL
• Experience working with relational databases (asset)
• Programming languages: XML
• Operating systems: Unix
• Batch scheduler: Autosys
• Bachelors degree in Computer Science, Information Technology or relevant technical field
• Proficient in French and English
• Study business processes in client or host unit and how they are automated
• Examine business processes in unit to determine how they could be automated
• Suggest best practices for smooth operation
• Works with users of application that automates or executes their business processes
• May be required to develop data extractions or develop reports from requests or requirements stated by clients
• Use database, report writer, data mart, or specialized applications to generate reports or analyses
• Support Application & Coordinate Application setup in DEV/SIT/ISIT/UAT/IUAT
• May support application(s) in production
• Note interruptions in lower environments that could translate into production issues and review methodology/process to prevent happening
• Note interruptions or bugs in operation and carry out mitigation / problem management
• Will be tasked to deliver workflow for proactive monitoring
• Track issues and report periodically to group charged with monitoring uptime and efficiency of production application
• Participate in project meetings to plan rewrite of addition to application in production or being revised for release into production
• Will be assigned small projects for completion
• Should be able to work in a matrixed environment
• Knowledge of Operating Systems, Middleware, DB , WebServers, one or more batch control
• Must be a very strong team player and should be able to work with little supervision
• 6+ years of
• Extensive knowledge of UNIX, SQL, Ticketing System (Remedy or ServiceNow), Autosys
• Candidates must have problem solving skills and be capable of breaking down complex situations to discover and resolve root causes, this applies to both technical issues and process issues
• Experience in supporting all phases of SDLC
• Experience supporting applications in a UNIX environment
• Understanding of database concepts
• Knowledge of UNIX Shell and Korn scripting for automation of tasks
• Experience with Autosys job management for scheduling, monitoring, and reporting. port Analyst
• BS/BA degree in accounting, engineering, or information systems
• JDE Development toolsets and programming knowledge
• JDE Database understanding
• Functional expertise in one or more of the JDE modules like Finance, Distribution and Manufacturing
• Requires diagnostic and troubleshooting skills
• Cognos and Data Warehouse a plus
• Solid communication skills
• Proficient in English. Spanish & French fluency a plus
• 3 to 5 years of ERP technical experience
• After hours support will occasionally be required
• Receives requests for support from business users
• Investigates problems and other support requests and takes appropriate actions
• Provides correct responses to requests for support
• Follows quality standards and policies
• Incident /Problem /Change Management knowledge / ITIL
• 2+ years professional experience in customer service
• Exposure to customer support CRM tools
• Ability to work weekends and extended hours as requested during peak periods, quarter end and year end
• 2+ years professional experience in customer service including chat, email and telephone
• Perceived as "go to" expert for shop floor, time and labor reporting applications
• Encourages business partner(s) in gaining more and better comprehension of shop floor system features and data availability
• Consults with business partner(s) to provide advice concerning how to best maximize benefits of integrated computer systems, manage the data, eliminate unnecessary duplication of effort, economize, provide better service to internal customers, increase profitability, and so forth
• Implement improvements involving technical/business operations at multiple sites
• Applies creative business problem solving skills in issue definition and resolution techniques
• Design and construct systems that effectively meet user customer needs while adhering to ISD standards, procedures and practices
• Participate in all phases of systems development for IS Oversee the prioritization of work based on knowledge of technical complexity that is in alignment with middle/upper level management
• Develop test plans, test files and test data. Also responsible for detecting and resolving test issues
• Keeps IT technical staff and business management informed concerning important issues
• Manages escalated concerns quickly, effectively and in the Company’s best interest
• Addresses escalated issues from less experienced help desk staff
• Takes phone calls or on-line questions from computer system users relating to Application support; able to diagnose and solve all but the most complex problems using own knowledge and experience of Application software; notes issue and resolution in help desk log
• Advises branch personnel on an as needed basis to assist with resolution of day-to-day problems related to IT procedural processes, use of automated systems deployed at the branch and back-office systems
• Implementation--Knowledge of activities, tasks, practices, deliverables and techniques for implementing new or enhanced applications into a production environment
• Application Maintenance--Knowledge of and experience with defining, implementing changes to, and supporting a production application
• Technical Troubleshooting--Knowledge of approaches, tools and techniques for anticipating, recognizing, and resolving technical (hardware, software, application or operational) problems
• Problem Solving--Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems
• Managing Multiple Priorities--Ability to manage multiple concurrent objectives, projects, groups or activities. Effective judgment in prioritizing and time allocation
• IT Environment--Knowledge of organization's total information technology (it) environment
• Interpersonal Relationships--Knowledge of approaches, tools and techniques for working with individuals and groups in a constructive and collaborative manner
• Sample of Services: iPlanet, Oracle, MS SQL, Autosys, IIS, Websphere, Crystal Reports, Business Objects, Informix, SAS, ,Informix, Tomcat, Serena Collage
• Written Communications--Ability to produce a variety of business documents that demonstrate command of language, clarity of thought and orderliness of presentation
• Oral Communications--Ability to express oneself and communicate with others verbally; recognizing that verbal communication is more than just language - it includes tone, style and structure
• Maintain and support both internally developed and third-party applications that run on both Windows and Linux platforms
• Partner with developers and server platform engineers to manage the infrastructure for application development and production environments
• Manage data integrity across various database platforms (Oracle, MySQL, MS SQL), resolving any data issues that arise and putting plans in place to mitigate future occurrences
• Have the autonomy to seek out and implement process optimization opportunities in support of our business and technical users
• Oversee the flow of data, millions of messages daily, to middle and back office teams for post trade processing
• Willing and eager to learn new things, from both a technical and a business perspective
• Committed to innovation, looking for opportunities to leverage technology wherever possible to optimize processes and systems support
• Focused on the entire technical stack with an eye for troubleshooting and solving complex problems through analyzing business needs and the data available to them
• Passionate about technology and interested in exploring new technologies to find the optimal solution
• Able to effectively prioritize their workload to ensure the needs of their users are met as quickly as possible
• Maintains a personal relationship with Jesus Christ. Is a consistent witness for Jesus Christ, maintains a courteous, Christ-like attitude in dealing with people within and outside of Compassion, and faithfully upholds Compassion’s ministry in prayer
• Acts as an advocate for children – raising the awareness of the needs, neglect, nurture, and potential of children in poverty and challenging and enabling those within one’s influence to greater involvement and effectiveness on behalf of children
• Evaluates documented resolutions and analyzes trends for ways to prevent repeated future problems, and facilitates creation or modification of documentation and/or training. Records, tracks, and documents the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
• Performs hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. Applies diagnostic utilities to aid in troubleshooting
• Fields incoming requests for technical support. Documents, tracks, and monitors incidents to ensure a timely resolution while researching technical problems and consulting with appropriate technical or service personnel for follow-up
• Cooperates with other staff to resolve complex issues and those issues that others cannot resolve; often serving as the last stop internally before seeking external help
• Performs preventative maintenance, including the installation of service packs, patches, hot fixes, anti-virus software, etc
• May coach and provide expertise to other professionals and support staff in the information technology discipline
• Has a personal relationship with Jesus Christ
• Education: Bachelor's degree in Information Technology, Business, Quality Management, or related discipline. Equivalent education, experience, training, and certification may be substituted for education
• Experience: Seven years of professional experience working in the client service support or similar discipline. Equivalent education, training, and/or certification may be substituted for experience
• Certifications/Licensing: None
• INTEGRITY: “Conduct yourself in a manner worthy of the Gospel of Christ” (Philippians 1:27)
• EXCELLENCE: “Whatever you do, work at it with all your heart, as working for the Lord” (Colossians 3:23)
• STEWARDSHIP: “The Earth is the Lord’s and all that is in it” (Psalm 24:1)
• DIGNITY: “God created man in His own image” (Genesis 1:27)
• Work with a ticket system
• Error analysis within a web application
• Error analysis within script languages and Regular expressions
• Monitoring of web applications
• Maintenance and usage of a knowledge database
• Response to application breakdowns, troubleshooting and failure documentation
• Business requirements analysis and documentation
• System requirements and design documentation
• Database application development
• Application configuration and customization
• Reports, dashboard design and development
• SQL Language design and development
• Experience with administration and configuration of financial systems
• Experience with JD Edwards World Software
• Experience with design, development and programming in CL, RPG and RPGLE languages
• Ability to work collaboratively
• Demonstrated ability to document business rules and system configuration
• Demonstrated analytical, conceptual and problem solving skills
• Demonstrated ability to work independently and exercise sound judgment
• Demonstrated organizational skills and ability to prioritize
• Proficiency in PC applications such as Outlook, Excel, Access, Word, Visio, PowerPoint and Project
• Collaborates with business users to analyze business requirements. Develops process and data flow diagrams
• Analyzes and documents system requirements
• Develops solution design and application configuration plans
• Serves as an application administrator
• Participates in project planning, execution, and implementation
• Participates in cost/benefit analysis of technology solution options
• Implements, configures, customizes, and supports software solutions hosted onsite and in the cloud
• Develops data extracts, reports, and dashboards
• Designs data models and stored procedures to support extracts and reports
• Builds data interfaces between systems
• Develops test plan, test scenarios, and test applications to ensure all requirements are met. Test scenarios to include negative test cases
• Provides operational support to applications in production environment. Troubleshoots and fixes application defects
• Contributes to the team as a subject-matter-expert and collaborates with co-workers to troubleshoot application issues
• Works directly with external technology vendors to troubleshoot defects and configure new applications
• Participates in disaster recovery planning and execution
• May train and evaluate employees
• Perform security administration functions regarding user accounts and passwords for applications and reports
• Assist the Information Security Officer in identifying and applying appropriate security controls for user access to business information and submit updates to the Disaster Recovery Plan when system changes occur
• Ensure compliance with DASNY and NYS policies
• Assist with the development, documentation and implementation of procedures
• Assist with the assessment/development and implementation of internal controls, and participate in the review and testing of same
• Undertake special assignments as directed
• Must maintain regular attendance in accordance with DASNY attendance and leave policies
• Must adhere to the NYS Information Security Policy Standards established and issued by the Office of Information Technology Services. (Standards can be found on the Intranet)
• University degree in Engineering & or Information Technology related field
• Minimum 2+ years of experience in the Information Technology sector
• Experience being part of a technical application support team diagnosing technical problems
• Experience in coding & or scripting with the Microsoft or Open Source stack is a must. Sucker for automating time consuming and error prone process
• Strong analytic, troubleshooting and problem solving skills
• Well versed with ITIL standards
• Capability to identify, analyze, and drive problems to resolution, handling complex issues simultaneously while effectively communicating across teams and external clients

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Application Support Engineer Resume Examples

Have you been looking for a job as an Application Support Engineer? Writing a resume that stands out in a competitive job market can be challenging. This guide will provide tips and examples to help you create an effective Application Support Engineer resume that will give you the edge over other applicants. With this resume writing guide, you will learn how to highlight your skills and experience in the most effective and appealing way. You will also learn what employers are looking for and how to demonstrate your ability to handle the duties of an Application Support Engineer. By the end of the guide, you will have a resume that will help you get noticed and get the job you want.

If you didn’t find what you were looking for, be sure to check out our complete library of resume examples .

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Application Support Engineer

123 Main Street | Anytown, USA 99999 | Phone: (123) 456-7890 | Email: [email protected]

I am an experienced Application Support Engineer with more than 5 years of experience in the IT sector. I have an in- depth understanding of software and hardware systems, databases, and networks. I have a strong technical background and an excellent problem- solving attitude. I am an excellent communicator and have great interpersonal skills with the ability to work well with people from all backgrounds. I am comfortable working independently as well as part of a team.

Core Skills :

• Strong technical background
• Problem- solving attitude
• Excellent communication skills
• In- depth understanding of software and hardware systems, databases and networks
• Strong interpersonal skills
• Ability to work well in a team

Professional Experience :

• IT Technician, ABC Inc, 2015- Present
• Provided technical support for hardware and software systems
• Responded to user queries, troubleshooting and resolving technical issues
• Configured new hardware and software systems
• Developed processes and procedures for IT operations
• Monitored and tested system performance

Education :

• Bachelor of Science in Computer Science, ABC University, 2011- 2015
• Microsoft Certified Solutions Associate (MCSA) Certification, 2016

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Application Support Engineer Resume with No Experience

A highly motivated and experienced professional looking to join an organization as an Application Support Engineer. Possesses excellent technical skills, problem- solving abilities, and analytical thinking. Possesses the ability to prioritize tasks and work efficiently under pressure.

• Excellent communication and interpersonal skills
• Strong technical and problem- solving skills
• Excellent analytical and troubleshooting abilities
• Team player with a positive attitude
• Proficient in various software packages such as Microsoft Office
• Ability to manage multiple tasks simultaneously

Responsibilities :

• Monitor and maintain applications on multiple platforms
• Troubleshoot and resolve technical issues in a timely manner
• Provide technical support to end users over the phone or in- person
• Update and maintain application documentation
• Conduct system testing to ensure the accuracy and reliability of applications
• Train users on the use of applications

Experience 0 Years

Level Junior

Education Bachelor’s

Application Support Engineer Resume with 2 Years of Experience

I am a highly motivated and experienced Application Support Engineer with 2 years of experience in the IT industry. I have a deep understanding of software and hardware systems and processes. My technical acumen is complemented by excellent customer service and communication skills, allowing me to provide the highest level of support for clients. I am proficient in systems analysis, troubleshooting, and problem solving and have a proven track record of quickly resolving technical issues. I am confident in my ability to contribute to the success of any organization.

• Technical Troubleshooting
• Systems Analysis
• Software installation and configuration
• Problem Solving
• Customer Service
• Documentation
• Project Management
• Installing and configuring software and hardware systems
• Troubleshooting technical issues and providing solutions
• Performing system and network maintenance tasks
• Creating and maintaining user accounts on networks and applications
• Monitoring system performance and providing technical support
• Writing and maintaining technical documentation
• Managing and coordinating project tasks

Experience 2+ Years

Application Support Engineer Resume with 5 Years of Experience

A diligent and results- driven Application Support Engineer with 5 years of experience in providing top- notch technical support to application users. Relevant experience in maintaining, troubleshooting and repairing applications, developing and updating application support documentation, and implementing agency policies. Proficient in designing and deploying application systems and managing system software. Highly organized and detail- oriented with excellent problem- solving and interpersonal skills.

• Application Installation, Configuration and Maintenance
• Troubleshooting and Problem- Solving
• System Software Management
• End- User and Technical Support
• System Documentation and Reporting
• Database Management
• Networking Technologies
• Installed, configured, monitored and maintained application systems based on technical requirements.
• Developed and maintained application support documents to ensure smooth functioning and troubleshooting of applications.
• Implemented agency policies and procedures to ensure compliance and security of application systems.
• Developed and deployed application systems with improved user experience.
• Performed periodic maintenance, troubleshooting and repair of applications in order to meet customer needs.
• Assisted users in resolving technical issues related to their applications.
• Monitored system performance and generated reports to track system usage.
• Ensured data security and integrity by managing and troubleshooting database issues.
• Installed and managed system software applications and updated them regularly.
• Configured and maintained networking technologies related to applications.

Experience 5+ Years

Level Senior

Application Support Engineer Resume with 7 Years of Experience

A highly motivated and creative individual with seven years of experience as an Application Support Engineer. I have an extensive technical background, combined with exceptional customer service and communication skills. My background includes developing, implementing, and managing computer networks, as well as working with customers to ensure technical solutions are effective and reliable. I have a proven track record of successfully and efficiently diagnosing and resolving complex technical issues.

• Networking Equipment
• Server Management
• Patch Management
• System Documentation
• Programming Languages
• Network Security
• System Performance
• Installed, configured, and monitored applications and software to ensure optimal performance.
• Provided technical support for general application issues to end- users.
• Tested and validated application changes, upgrades, and patches to ensure system stability and quality.
• Monitored application software performance and provided system feedback.
• Developed and maintained database solutions to improve system performance.
• Responsible for conducting system maintenance to ensure application availability and reliability.
• Collaborated with other engineers to develop solutions for technical issues.
• Assisted with the development of user documentation and training materials.
• Assisted with the installation, configuration, and maintenance of server hardware and software.
• Implemented security measures to protect the system from unauthorized access.

Experience 7+ Years

Application Support Engineer Resume with 10 Years of Experience

Self- motivated and experienced Application Support Engineer with 10 years of experience in providing technical assistance and support related to application software and systems. Possessing excellent problem- solving skills, a strong knowledge of programming languages, and an expertise in service- level agreements and customer service. Able to multitask and prioritize between multiple concurrent activities and projects.

• Excellent problem solving and analytical skills
• Proficient with programming languages
• Ability to troubleshoot and debug application software
• In- depth knowledge of service- level agreements
• Exceptional customer service skills
• Ability to multitask and prioritize between multiple activities
• Solid understanding of Windows and Linux operating systems
• Provide technical assistance and support related to application software and systems
• Gather information from customers to identify problems and provide solutions
• Troubleshoot and debug application software and systems
• Ensure customer satisfaction by providing timely and accurate responses to customer inquiries
• Develop technical documentation to assist customers in using application software and systems
• Perform system processes such as backups, upgrades, and patching
• Monitor system maintenance and performance
• Design and implement system upgrades and patches
• Develop and implement policies and procedures related to application software and systems

Experience 10+ Years

Level Senior Manager

Education Master’s

Application Support Engineer Resume with 15 Years of Experience

I am an experienced Application Support Engineer with 15 years of experience in providing technical support for customers and troubleshooting software applications. I possess a broad range of technical skills and an in- depth understanding of business operations, enabling me to quickly identify and resolve application issues and to provide reliable customer service. I am detail- oriented, organized, and have excellent communication and problem- solving skills. I am passionate about helping customers and finding solutions to their technical issues.

• Troubleshooting software applications
• Resolving customer issues
• Customer service
• Business operations
• Technical skills
• Problem- solving
• Communication
• Analytical thinking
• Organizational skills
• Diagnosing and troubleshooting software application issues
• Investigating customer complaints related to application performance
• Analysing and documenting application logs
• Providing technical support via phone and email
• Developing and maintaining application support procedures
• Identifying and resolving customer problems quickly
• Creating reports to document customer issues and solutions
• Assisting with the installation and configuration of applications
• Participating in testing and quality assurance activities

Experience 15+ Years

Level Director

In addition to this, be sure to check out our resume templates , resume formats ,  cover letter examples ,  job description , and  career advice  pages for more helpful tips and advice.

What should be included in a Application Support Engineer resume?

A resume for an Application Support Engineer should include the following:

• Education: Include your college degree, major, location, and year of graduation. If you have any certifications or specialized coursework related to the position, list them as well.
• Relevant Skills: List any technical, problem-solving, or relevant software skills you possess that are applicable to the job.
• Professional Experience: Include any relevant experience you have related to the position. Include job titles, the duration of your employment, and the tasks you were responsible for.
• Projects: List any project-based work or research you have done related to application support. This could include developing custom software or providing technical support.
• Core Competencies: List your core competencies that are applicable to the job. Examples could include software development, debugging, and customer service.
• Extracurricular Activities: If you have any extracurricular activities or volunteer work related to the position, include them on your resume.
• Other Qualifications: Include any other qualifications you have that are relevant to the position. This could include language proficiency or communication skills.

By including all of these elements on your resume, you will be able to demonstrate to employers that you have the necessary qualifications and skills needed to excel in an application support engineering role.

What is a good summary for a Application Support Engineer resume?

A good summary for an Application Support Engineer resume should focus on the candidate’s ability to provide effective technical and customer service support to users of software products. It should emphasize the candidate’s strong technical background, problem-solving skills, troubleshooting abilities, and knowledge of application software, databases, and systems. Additionally, the summary should highlight the candidate’s experience in diagnosing and resolving user issues, training users on software products, and coordinating with other departments to ensure customer satisfaction. Finally, it should emphasize any certifications, awards, and other achievements that demonstrate the candidate’s technical and customer service expertise.

What is a good objective for a Application Support Engineer resume?

Having a strong objective on your Application Support Engineer resume can help you stand out from other applicants and demonstrate your enthusiasm and aptitude for the job. A good objective should be tailored to the job you are applying for and should demonstrate why you are the perfect candidate for the role.

Below are some examples of objectives for an Application Support Engineer resume:

• To leverage my technical aptitude, problem-solving skills, and experience in software engineering to provide effective and efficient application support for an organization.
• Seeking a position as an Application Support Engineer to use my knowledge of customer service, software development, and system configuration to provide superior technical support.
• To utilize my knowledge of programming languages, databases, and cloud computing to provide exceptional application support and customer service.
• To obtain a position as an Application Support Engineer, where I can use my experience in software development and customer service to deliver reliable and efficient technical support.
• To put my background in software engineering and customer service to work in an Application Support Engineer role, utilizing my problem-solving skills and strong technical aptitude.

How do you list Application Support Engineer skills on a resume?

As an Application Support Engineer, it is essential to have the right skills and expertise in order to efficiently and effectively provide technical support. When listing Application Support Engineer skills on a resume, it is important to include both technical and non-technical skills that are relevant to the job and demonstrate your value as a potential candidate for the role. Here is a list of some core skills you may consider including on your resume:

• Technical Support: Expertise in troubleshooting and diagnosing technical issues, identifying solutions, and providing customer service and technical support.
• Problem-solving: The ability to quickly and efficiently identify and resolve technical problems.
• System Monitoring: Ability to proactively identify and address system errors and malfunctions.
• Software and Technology: Knowledge of software applications, operating systems, networking protocols, and hardware components.
• Troubleshooting: Experienced in resolving system and application errors, as well as managing customer expectations.
• Documentation: Ability to create and maintain user documentation and other technical documentation, such as system diagrams and process flowcharts.
• Communication: Excellent verbal and written communication skills, including the ability to clearly explain complex technical issues to non-technical users.
• Teamwork: Experience working collaboratively in a team environment with other technical professionals, such as software developers, system administrators, and other support engineers.

By including all of the necessary skills for the role on your resume, you can present yourself as a qualified and capable Application Support Engineer. Highlighting relevant experience and certifications can also help strengthen your candidacy.

What skills should I put on my resume for Application Support Engineer?

When applying for a position as an Application Support Engineer, it is crucial to show that you have the right technical skills and experience to fulfill the requirements of the job. In order to make sure that your resume stands out and catches the attention of potential employers, here are some key skills you should include:

• Technical Troubleshooting: As an Application Support Engineer, you will need to be able to troubleshoot any technical issues that arise with an application. You should show that you have experience in diagnosing, analyzing, and resolving complex application and system issues.
• Knowledge of Application Development: Knowledge of application development and software engineering principles is especially important for this role. You should demonstrate that you have experience in design, implementation, and maintenance of applications.
• Database Administration: You will be working with various databases, so you should include any experience you have in administration and management of databases. This could include familiarity with SQL, Oracle, or other database technologies.
• Strong Communication Skills: It is important to show that you can effectively communicate with clients and colleagues, both verbal and written. You should include any experience in customer service and technical support, as well as proficiency in written and spoken English.
• Ability to Work Under Pressure: As an Application Support Engineer, you should demonstrate that you are able to work under pressure and think quickly on your feet. You should include any experience in working under tight deadlines and handling multiple tasks at once.

By showing that you possess the necessary technical and interpersonal skills for the role, you can give yourself a better chance of landing the job. Make sure to include any relevant technical or professional experience you have in each of these areas on your resume, and you should be well on your way to success.

Key takeaways for an Application Support Engineer resume

When writing a resume for an application support engineer role, it is important to be aware of the key takeaways that are essential for creating an impressive resume that stands out from the competition.

• Technical Skills: As an application support engineer, it is crucial to highlight the technical skills that you possess, such as experience with programming languages, operating systems, databases, and more. Be sure to list out any related certifications that you may have.
• Problem Solving Abilities: Application support engineers must be able to troubleshoot, diagnose, and solve complex issues quickly and efficiently. It is important to showcase any relevant experiences where you have successfully achieved this.
• Attention to Detail: This role requires extreme attention to detail in order to identify potential issues, making it an important aspect to include in your resume.
• Communication Skills: As an application support engineer, you will frequently have to communicate with both internal and external stakeholders. Being able to effectively communicate your findings and solutions is key for success in this role.
• Adaptability: Things can change quickly in the world of technology and application support engineers must be able to adapt to new systems and processes. Having the ability to quickly learn and adjust to new situations is essential.

By focusing on these takeaways, you can create an effective and impressive application support engineer resume that will be sure to stand out to employers.

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• • Led a team of 5 to ensure system stability and address technical glitches, resulting in a 5% improvement in system uptime.
• • Implemented proactive monitoring solutions across critical applications, reducing downtime by 10%.
• • Developed and updated robust documentation for system configurations which was leveraged by the entire IT department.
• • Spearheaded the knowledge transfer initiative, conducted 20+ sessions contributing to a 15% increase in team efficiency.
• • Facilitated root-cause analysis on major outages, providing clear, actionable feedback to the Development team.
• • Optimized SQL database performance through meticulous analysis, achieving a 20% increase in query speeds.
• • Managed 24/7 IT support operations, ensuring high availability for business-critical applications.
• • Implemented API integration for third-party services, enhancing system functionality.
• • Automated repetitive tasks using Python scripts which led to a reduction in manual workload by 30%.
• • Provided detailed technical requirements for bug fixes, greatly helping the assurance team in quality checks.
• • Trained over 50 end-users on new system features and updates, improving adoption rates by 25%.
• • Resolved daily technical issues for internal and external customers, maintaining a customer satisfaction rate of 95%.
• • Played a pivotal role in the support of a major system upgrade, which increased overall performance by 15%.
• • Developed knowledge base articles for common system issues, reducing resolution time by 20%.
• • Acted as a liaison between the operations team and customers, improving communication and response times.

5 Application Support Manager Resume Examples & Guide for 2024

As an application support manager, your resume should underscore your technical proficiency. Demonstrate your expertise in managing software applications across various platforms. Your leadership skills are pivotal; spotlight your experience in guiding support teams. Show how you've excelled in cultivating a customer-centric culture.

All resume examples in this guide

Traditional

Resume Guide

Resume Format Tips

Resume Experience

Skills on Resume

Education & Certifications

Resume Summary Tips

Additional Resume Sections

Key Takeaways

As an application support manager, articulating the breadth of your technical expertise while showcasing your leadership abilities can be a particularly challenging aspect of resume-writing. Our guide offers tailored strategies to effectively highlight your dual skill set, ensuring your resume resonates with both technical teams and executive leadership.

• Sample industry-leading examples to learn how to write your best resume yet.
• Improve the experience, education, and achievements section of your resume with insights from resume-writing professionals.
• Curate your technical expertise and personality to stand out amongst the pool of candidates.
• Succinctly focus on your unique skill set all through your application support manager resume.

If the application support manager resume isn't the right one for you, take a look at other related guides we have:

• Service Desk Manager Resume Example
• Assistant IT Manager Resume Example
• F5 Network Engineer Resume Example
• Statistical Programmer Resume Example
• Database Developer Resume Example
• IT Infrastructure Project Manager Resume Example
• Application Engineer Resume Example
• IT Service Delivery Manager Resume Example
• IT Operations Manager Resume Example
• Javascript Developer Resume Example

Optimize your application support manager resume format to pass the recruiters' assessment

What recruiters are looking for is systematised content that is clear and coherent. Thus, your application support manager resume needs to answer requirements and why you're the best candidate for the role from the get-go.

• Sorting your experience in the reverse chronological order - starting with your most recent and relevant roles. This is an excellent choice for more experienced professionals;
• Writing your contact information (e.g. personal phone number and email address ) and your portfolio or LinkedIn link in your application support manager resume header. If you're wondering to include a photo or not, always make sure that it's appropriate for the country you're applying in;
• Use the basic, most important application support manager resume sections - your experience, education, summary, etc. Use your resume's real estate wisely to tell a compelling, professional story and match job description's keywords;
• Don't go overboard with the length of your resume. One page is absolutely fine if you happen to have under a decade of relevant experience.

Are you still wondering if you should submit your application support manager resume in PDF or Word format ? The PDF has a few more advantages, as it doesn't change the format and the text can't be altered upon application.

Format matters most when your application support manager resume is assessed by the Applicant Tracker System (or the ATS).

The ATS parses resumes, looking for specific keywords, skills or experience that match the job description.

P.S. We recently did a study on how the ATS works and were able to demystify three of the biggest misconceptions about how it assesses candidate resumes.

To pass the ATS evaluation, select any of the serif or sans-serif fonts. Popular choices that would help your application support manager resume stand out include Raleway, Exo 2, Montserrat, etc.

Most traditionalists go for Arial or Times New Roman, but it's often the case that many candidates choose these fonts, and you'd thus lose points on the uniqueness front.

Upload & Check Your Resume

Drop your resume here or choose a file . PDF & DOCX only. Max 2MB file size.

Highlight any significant extracurricular activities that demonstrate valuable skills or leadership.

Application Support Manager resume sections to answer recruiters' checklists:

• Header to help recruiters quickly allocate your contact details and have a glimpse over your most recent portfolio of work
• Summary or objective to provide an overview of your career highlights, dreams, and goals
• Experience to align with job requirements and showcase your measurable impact and accomplishments
• Skills section/-s to pinpoint your full breadth of expertise and talents as a candidate for the Application Support Manager role
• Education and certifications sections to potentially fill in any gaps in your experience and show your commitment to the industry

What recruiters want to see on your resume:

• Proven experience in leading and managing an application support team, demonstrating team development and performance management skills.
• Demonstrated expertise in overseeing the resolution of complex application issues, system troubleshooting, and providing high-level technical support.
• Strong knowledge of application lifecycle management, release management, and ITIL framework, relevant to maintaining and improving application stability and performance.
• Experience with developing and implementing application support strategies, policies, and procedures that align with business objectives.
• Excellent communication and interpersonal skills, with a strong customer service orientation, necessary for interfacing with users, stakeholders, and IT professionals.

Quick guide to your application support manager resume experience section

After deciding on the format of your resume, it's time to organize your experience within the dedicated section.

It's common for application support manager professionals to be confused in this part of the process, as they may have too much or little expertise.

Follow the general rules of thumb to be successful when writing this part of your resume:

• The perfect number of bullets you should have under each experience item is no more than six;
• Select not merely your responsibilities, but the most noteworthy achievements for each role that match the job requirements;
• List any certificates or technical expertise you've gained on the job and how they've helped you progress as a professional;
• Carefully select the power verbs to go along with each bullet to avoid generic ones like "managed" and instead substitute those with the actuality of your particular responsibility;
• Integrate valuable keywords from the job advert in the form of achievements under each role you list.

If you're on the search for further advice on how to write your application support manager experience section, get some ideas from real-world professional resumes:

• Led a team of 15 support analysts to provide 24/7 application support for critical financial software, reducing system downtime by 35%.
• Implemented a new ticketing system to streamline incident management, which improved response times by 25% and increased customer satisfaction scores to 90%.
• Coordinated with cross-functional teams to manage the successful upgrade of enterprise applications, ensuring a 99.9% rate of service availability.
• Managed application support operations for SaaS products, leading to a 50% reduction in critical incidents through proactive monitoring strategies.
• Drove the adoption of DevOps methodologies within the support team, enhancing deployment processes and reducing release cycles by 40%.
• Collaborated with product development teams to provide insightful customer usage data, influencing product enhancements that improved user retention rates by 15%.
• Oversaw a support team ensuring optimal performance of mobile applications, successfully managing over 500,000 active users.
• Initiated a comprehensive training program for new support agents, leading to a 30% increase in first-call resolution rates.
• Established a feedback loop with the app development team that resolved 95% of the recurring issues, significantly enhancing customer experience.
• Orchestrated the seamless migration of legacy applications to a modernized cloud platform for a global user base, leading to a 20% cost savings.
• Implemented a standardized problem management and resolution process, cutting mean time to resolve by 30%.
• Fostered strong relationships with third-party vendors, securing advantageous terms that resulted in an annual saving of $200,000.
• Revitalized the application support department by redefining strategy and processes, which boosted efficiency by 45% and reduced ticket backlog by 60%.
• Championed a customer-first approach that raised client satisfaction index from 70% to 85% over two years.
• Steered a proactive support initiative that identified and remedied potential issues before impact, achieving a 98% application uptime.
• Cultivated a culture of continuous improvement within the application support team, resulting in a year-over-year performance increase of 20%.
• Negotiated and managed SLAs for enterprise applications, delivering a 99% compliance rate.
• Oversaw the integration of an AI-driven support system that enhanced problem-solving efficiency and reduced average handle time by 50%.
• Devised and executed a strategic plan to consolidate application support services across various business units, which cut operational costs by $300,000 annually.
• Instituted a rigorous application monitoring framework that preempted system abnormalities, thus maintaining system integrity and performance.
• Partnered with development teams to ensure applications met technical and business requirements, achieving a 95% project delivery success rate.
• Masterminded a complete overhaul of the technical support ticketing process, which improved mean resolution time by 50%.
• Established a tiered support structure that enhanced troubleshooting capabilities and empowered level 1 support to resolve 30% more issues at first contact.
• Facilitated a series of cross-training workshops for support staff, significantly improving the team's versatility and reducing dependency on senior personnel by 40%.

Quantifying impact on your resume

• Document the percentage reduction in application downtime achieved through proactive support and maintenance strategies.
• List the amount of IT support tickets resolved monthly to demonstrate effective management of application issues.
• Specify the budgetary savings made by implementing cost-efficient support solutions or vendor negotiations.
• Highlight any increases in user satisfaction ratings resulting from improved application performance and support.
• Measure the reduction in response time for critical incidents after streamlining support processes.
• Quantify the number of successful application upgrades or deployments overseen and their impact on business operations.
• Detail the growth percentage of support team capacity or skill level improvements under your leadership.
• State the exact number of training sessions conducted to raise the application support team's competency levels.

Action verbs for your application support manager resume

How to shift the focus from your application support manager resume experience section to your professional profile

If you're at the start of your career journey or transitioning industries, you might be concerned about the lack of professional experience while crafting your application support manager resume.

How can you effectively present your application support manager resume experience section under these circumstances?

Rather than a traditional, extensive experience section, demonstrate your expertise through:

• Emphasizing your education. Your academic background might impress recruiters, especially if it includes recent, industry-relevant knowledge;
• Creating a compelling objective statement. The first few sentences of your resume should map out your motivations and career aspirations, offering insight into your goals;
• Highlighting your transferable skills. For example, if you've honed communication skills through volunteering, illustrate on your application support manager resume how these can benefit a potential employer;
• Detailing your technical background in certifications and skills sections. As a recent graduate, your technological foundations might be particularly attractive to employers looking to develop these skills further.

It's important to remember that employers sometimes prefer candidates with less experience but who are a better cultural fit for their organization.

Recommended reads:

• When You Should (And Not) Add Dean's List On Your Resume
• Should You Include Eagle Scout On Your Resume?

Listing your relevant degrees or certificates on your application support manager resume is a win-win situation. Not only does it hint at your technical capabilities in the industry, but an array of soft skills, like perseverance, adaptability, and motivation.

How to showcase hard skills and soft skills on your resume

Reading between the lines of your dream job, you find recruiters are looking for candidates who have specific software or hardware knowledge, and personal skills.

Any technology you're adept at shows your hard skills. This particular skill set answers initial job requirements, hinting at how much time your potential employers would have to invest in training you. Showcase you have the relevant technical background in your skills section , as well as your certificates ones.

Meanwhile, soft skills hint at how well you communicate, solve problems, and adapt to new environments . Basically, your interpersonal communication skills that show recruiters if you'd fit into the team and company culture. You could use the achievements section to tie in your greatest wins with relevant soft skills.

It's also a good idea to add some of your hard and soft skills across different resume sections (e.g. summary/objective, experience, etc.) to match the job requirements and pass the initial screening process. Remember to always check your skill spelling and ensure that you've copy-pasted the name of the desired skills from the job advert as is.

Top skills for your application support manager resume:

Application troubleshooting

SQL and database management

Network fundamentals

Scripting and automation

ITIL framework

Project management

Incident management

Performance analysis

Cybersecurity principles

Software deployment and configuration

Problem-solving

Communication

Time management

Customer service

Adaptability

Analytical thinking

Decision-making

Conflict resolution

If you're in the process of obtaining your certificate or degree, list the expected date you're supposed to graduate or be certified.

The basics of your application support manager resume certifications and education sections

Improve the education and certification sections of your application support manager resume by:

• Dedicating more prominent space to certificates that are more recent and have helped you update your skill set
• Keeping all the information you list to the basics: certificate/degree name, institution, and graduation dates
• Writing supplementary information in the details of your certification or education section, only if you lack experience or want to show further skill alignment
• Including your credential or license number, only if the information is valid to your application or certification

Within application support manager job adverts, relevant education, and certification are always listed within the key prerequisite for the role.

Ensure you meet all job requirements with some of the leading certificates in the industry:

The top 5 certifications for your application support manager resume:

• Information Technology Infrastructure Library (ITIL) - AXELOS Global Best Practice
• Microsoft Certified: Azure Administrator Associate (MCA Azure Administrator) - Microsoft
• Project Management Professional (PMP) - Project Management Institute (PMI)
• Certified Information Systems Security Professional (CISSP) - (ISC)²
• Certified ScrumMaster (CSM) - Scrum Alliance

If you failed to obtain one of the certificates, as listed in the requirements, but decide to include it on your resume, make sure to include a note somewhere that you have the "relevant training, but are planning to re-take the exams". Support this statement with the actual date you're planning to be re-examined. Always be honest on your resume.

• Should I Put In An Incomplete Degree On A Resume?
• When Should You Include Your High School on Your Resume?

Best practices to your application support manager resume summary or objective

To start, how do you know if you should include a resume summary or a resume objective ?

• Resume summaries are ideal for application support manager professionals with more experience, who'd like to give a quick glimpse of their biggest career achievements in the top one-third of their resumes.
• On the other hand, resume objectives serve as a road map for recruiters. Candidates use the objective to show how their experience aligns with the application support manager role they're applying for while showcasing the North Star of their career (or where they want to be as a professional in the next couple of years).

The resume summary or resume objective could be the perfect fit for your application support manager resume. The function of both is to highlight your professionalism succinctly. So, keep your writing specific: include no more than four sentences and target your application to the role. Here's how these specific resume sections help the application support manager candidates stand out.

Resume summaries for a application support manager job

• With over 10 years of dedicated experience in IT support management, I have cultivated a robust skill set featuring advanced proficiency in SQL, PowerShell scripting, and ITIL frameworks. I take pride in my track record of increasing customer satisfaction rates by 25% within a multinational FinTech corporation through strategic planning and exceptional team leadership.
• Bringing forth 7 years of top-tier experience from a fast-paced tech startup environment, I’ve successfully managed cross-functional teams to achieve a 98% issue resolution rate. I am adept in the utilization of monitoring tools like Nagios and Splunk, with a strong emphasis on continual service improvement processes and proactive system maintenance protocols.
• Transitioning from a successful 8-year tenure in telecommunication project management to application support management, I am keen to leverage my extensive expertise in stakeholder communication, process optimization, and customer relationship management. My commitment to delivering excellence is evident in my role in orchestrating a customer base expansion by 40% through strategic service improvements.
• Eager to transfer my 5-year journey from the world of cybersecurity analysis to a more focused application support management path, I bring a unique perspective on risk management, data integrity, and software support. My acumen in enhancing system security protocols led to reducing incident response times by 30%, showcasing my ability to adapt and excel in diverse IT environments.
• As an aspiring application support manager, I am enthusiastic about beginning my professional journey by utilizing my comprehensive understanding of computer science principles and my recent certification in network administration. My objective is to apply my analytical acumen and problem-solving prowess to ensure seamless application functionality and end-user satisfaction.
• Seeking to commence my career in application support management, I am highly motivated to apply my theoretical knowledge from a Master's in Information Technology and hands-on experience gained through internships. My goal is to employ my adeptness in programming languages like Java and Python, coupled with a profound commitment to mastering cutting-edge support methodologies.

Bonus sections for your application support manager resume

Looking to show more personality on your application support manager resume? Then consider including a couple of extra sections.

They'd benefit your application by highlighting your most prominent:

• Industry recognitions ;
• Community efforts ;

Key takeaways

We've reached the end of our application support manager resume guide and hope this information has been useful. As a summary of our key points:

• Always assess the job advert for relevant requirements and integrate those buzzwords across various sections of your application support manager resume by presenting tangible metrics of success;
• Quantify your hard skills in your certificates and skills section, while your soft skills in your resume achievements section;
• Ensure you've added additional relevant experience items, such as extracurricular activities and projects you've participated in or led;
• Use both your resume experience and summary to focus on what matters the most to the role: including your technical, character, and cultural fit for the company.

Looking to build your own Application Support Manager resume?

• Resume Examples

How to Write A Mid-Career Resume

How to write an effective resume profile (with examples), “what are your strengths”: easy answers for this tough question (with 6 bonus examples), what is an unsolicited resume, how to update your cv, how to list tutoring on resume.

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Senior Application Support Analyst Resume Sample

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Work Experience

• Provide Tier 3 support and maintenance for banking applications
• Has strong application knowledge and maintains and extends the knowledge to support the life of the application
• Acts as a vendor application subject matter expert to conduct analysis, document requirements, design solutions, and configure systems of moderate to high complexity
• Defines, tests, documents, and implements application system administration changes while adhering to formal change control processes
• Interact with IT Infrastructure team to ensure applications technical architecture are optimized for stability, reliability and scalability
• Work as a business analyst to understand the needs of the business units and provide effective solutions
• Works to provide training for vendor applications including technical document preparation for processes and procedures
• Knowledgeable about quality assurance, patch management, upgrade assessments, issue escalation, and configuration management
• Provides input and execute assigned tasks on various application-related projects throughout the corporation
• Establishes and maintains professional, positive working relationships with a diverse group of Chemical Bank employees
• Supports internal and external audit preparedness
• Assists with the mitigation activities resulting from audits
• Supports and implements Information Technology policies in a positive manner while abiding by all applicable Chemical Bank regulatory requirements
• Analyzes the customer’s existing products/processes and consults with customer to map existing system to the JHA product
• Communicates the customer’s needs/expectations with programmers, other team members and team leader
• Maintains effective communication with customer throughout entire project/case
• Identifies/maintains customer issues and ensures proper resolution. Maintains customer issue list by application and ensures all are forwarded to the appropriate personnel for resolution
• Respond to client calls in a professional manner, providing solutions and advice where appropriate
• Ensuring Service Quality levels are maintained
• Ensuring all issues is handled in a timely manner
• Reviewing outstanding issues, ensuring clients are kept informed of progress
• Attending relevant Epicor training courses, in-line with our internal certification scheme
• Prepares training materials and documentation for customers and internal uses
• Provides guidance to other team members on project tasks and requirements. Provides technical expertise on unique or advanced problems. Provides training to less experienced peers
• Contributes to process and product improvements
• Assists less experienced peers and actively shares knowledge with peers
• Performs after hour support on a rotating basis

Professional Skills

• Excellent verbal and written communications skills and presentation skills
• Excellent analytical abilities. Demonstrated problem solving skills in complex system environment
• Forward thinking skills to execute on complex deliverables, ambiguous, changing business drivers and competing priorities
• Strong analytical, troubleshooting and debugging Skills
• Strong critical thinking skills; ability to work with complex concepts
• Excellent troubleshoot/problem solving skills across a wide variety of technologies and disciplines
• Excellent analytical skills for problem solving

How to write Senior Application Support Analyst Resume

Senior Application Support Analyst role is responsible for analytical, sql, database, automation, interpersonal, business, modeling, reporting, analysis, java. To write great resume for senior application support analyst job, your resume must include:

• Your contact information
• Work experience
• Skill listing

Contact Information For Senior Application Support Analyst Resume

The section contact information is important in your senior application support analyst resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

• First and last name
• Telephone number

Work Experience in Your Senior Application Support Analyst Resume

The section work experience is an essential part of your senior application support analyst resume. It’s the one thing the recruiter really cares about and pays the most attention to. This section, however, is not just a list of your previous senior application support analyst responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular senior application support analyst position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative Senior Application Support Analyst resume experience can include:

• Scripting skills: either Shell, Python, Ruby or Perl
• Experience in system monitoring and data validation
• Work experience within the financial sector, ideally coupled with E-commerce experience (especially if gained from another trading platform)
• Database administration skills (MS SQL Server 2008 and up to 2016)
• Java J2EE experiences including multi-threading, memory management, distributed patterns, and multiple Linux/UNIX deployment platforms
• Hands-on tuning and troubleshooting experience as the 3rd line support for complex systems

Education on a Senior Application Support Analyst Resume

Make sure to make education a priority on your senior application support analyst resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your senior application support analyst experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

• School you graduated from
• Major/ minor
• Year of graduation
• Location of school

These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in Senior Application Support Analyst Resume

When listing skills on your senior application support analyst resume, remember always to be honest about your level of ability. Include the Skills section after experience.

Present the most important skills in your resume, there's a list of typical senior application support analyst skills:

• Strong experience and a good working knowledge of real time trading systems
• Strong shell scripting skills (ksh, bash, perl)
• Strong verbal, written and communication and presentation skills
• Experience Merchandising Planning and Forecasting applications is good to have
• Confidence to manage and lead global Incident conference calls ensuring that the right resources and skills are engaged to resolve issues
• Able to run meetings effectively

List of Typical Experience For a Senior Application Support Analyst Resume

Experience for senior application support analyst fund accounting resume.

• Excellent communication skills for dealing directly with customers
• Strong communications skills with a demonstrable ability to interact and influence at all levels within the organization as well as with clients
• Planning and organizational skills to balance workload
• Contributes to BMO Financial Group’s overall business results by making recommendations that significantly improve operational efficiency and effectively
• Use intermediate-level SQL skills to troubleshoot application errors from the backend

Experience For Senior / Application Support Analyst Resume

• Experience on ESB, ETL, XSTORE is good to have
• Microsoft Excel skills to intermediate level
• Provide Level 1 technical assistance, validation and triaging of incoming requests through JIRA Service Desk ticketing system
• Good understanding of basic networking technologies i.e. load-balancing, fire-wall
• Demonstrable experience of managing, owning and delivering high quality projects to objectives and within time scales

Experience For Senior Application Support Analyst / Lead Resume

• Experience in application development or support with troubleshooting production issues and meeting critical SLAs
• Experience working and excelling in a fast paced support environment
• Accurately identify ticket type of defect or task documenting in detail validation steps taken as outlined in teams standard operating procedures (SOP)
• Experience supporting Virtual Servers (VMWare) and Cloud computing (AWS)
• 7+ years’ experience working and excelling in a fast paced support environment
• 2-5 years’ experience working with Unix/Linux operating system

Experience For Big Data Senior Application Support Analyst Resume

• Experience in using application performance monitoring tools
• Experience building and managing large document libraries
• Experience using/troubleshooting Office with emphasis on Word, Excel and MSOffice
• Experience in supporting production systems, fixing incidents
• Experience using call/ticketing software
• Experience working in a 24/5 real time trading environment
• Linux, SQL and Shell scripting experience
• Nice to Have:Familiarity or experience with SQL, Autosys, Feedhub, Informatica, Networking concepts

Experience For Senior.application Support Analyst Resume

• Experience with Dell Clerity, Cisco OTV (overlay transport Virtualization), network infrastructure, messaging middleware (WebSphereMQ, NDM, sFTP)
• Experience in technical documentation and facilitating technical knowledge transfer
• Experience in project planning and management
• Experience in UNIX shell, Perl, Python, Ruby or similar scripting languages
• Experience working in a support environment

Experience For IB TPE Build Senior Application Support Analyst AVP Resume

• Proven track record of working on large complex systems
• Experience in supporting RHEL and windows server environments
• Experience of writing SQL queries
• Experience with supporting Java and .NET applications
• Experience in the software development life cycle including business analysis and deployment
• Experience supporting enterprise (multi-user) applications in a Linux environment
• Experience with technical problem solving
• Experience or knowledge in any of the following JHA products: ArgoKeys, Passport, Synergy, Yellow Hammer, NetTeller or Synapsys
• Experience with any widely used ticketing software

Experience For Senior Application Support Analyst Resume

• 3-5 years’ experience in using queries with Sybase 12.5, 15 and 15.7
• Hardware, software and networking experience is mandatory
• Experience in actively supporting clients after implementation project
• Strong knowledge of relational DB technologies including Oracle and SQL server
• Experience in batch scripting such as Power Shell, Python
• Preferably Production support experience
• Hands on experience of a waterfall and Agile SCRUM software development lifecycle
• Experience in deploying applications in Weblogic servers
• Extensive experience of managing client queries and problems
• Identification and prioritisation of future areas/opportunities for operational improvement through analysing business processes within Operations
• Good understanding of .NET - Core/Framework
• Experience in Oracle Database environment – SQL, PL/SQL stored procedures
• Experience with Market Data/Index Management would be beneficial
• Knowledge/experience of Incident, Problem, Change preferably on Service Now
• Progressive IT and/or business experience
• Experience in using Continuous Integration and Continuous Delivery tools
• Good knowledge On SQL and Windows environments : able to troubleshoot complex Oracle stored procedures and query data to build reports for users
• Production Application Support Experience:
• Production support experience in the financial/capital market industry
• Understanding of retail banking platform processes including new customer onboarding, new account opening, account maintenance and related workflows
• Driving delivery of change programmes to ensure better monitoring and alerting
• Developing reports to meet business requirements including building queries, single / multi-reports and batch reports
• Programming Languages: Python/Perl scripting/UNIX Shell Scripting
• Organizing and conducting post mortems for outages
• Interfacing with other teams for testing routine system upgrades
• Creating and updating documentation
• Scripting required on the following platforms: Unix Shell, Jscript
• Understanding of project life cycle and Waterfall and Agile methodologies

List of Typical Skills For a Senior Application Support Analyst Resume

Skills for senior application support analyst fund accounting resume.

• Possess strong oral, written and interpersonal skills
• Solid communication and coordination skills, English B1+ and higher
• Broad interests and knowledge in technology with the ability and desire to learn new skills
• Effectively communicate project status and risks to the PE Technology Management team
• Experienced in technical design of major and minor enhancements, coding and testing the changes and deploying in production

Skills For Senior / Application Support Analyst Resume

• Experience with implementing software applications and working on IT projects
• Experience with testing tools and testing methodology
• Knowledge / working experience of ITRS Active Console/other monitoring tools
• Strong knowledge of Scripting – Unix Shell, & Windows scripting
• University graduate of Computer Science and Engineering or equivalent with 2+ years of working experience

Skills For Senior Application Support Analyst / Lead Resume

• Possess working experience in any of JDE/Kinaxis/BI Reporting implementation project
• Create and maintain good working relationships with internal departments as well as 3rd party vendors and hosting providers
• Experience with identifying security related issues such as system hacks, computer viruses and worms, and spyware
• Highly developed teamwork skill, personable and enjoys working with people
• Demonstrated ability to quickly learn new programming languages and tools
• Previous experience in a technical support / problem solving role
• Knowledge / working experience of Autosys/scheduler

Skills For Big Data Senior Application Support Analyst Resume

• Good understanding of Interfaces architecture with OVSC and/or HPSM / HPAM
• Experience with Event Driven Integration (Messaging,Publish/Subscribe, Send/Receive)
• Experience of operational tooling such as Control-M, App Dynamics
• Experience of the following core applications and business areas would be useful
• Experience in the following application: Nagios, Splunk, Dyantrace, DC Rum, Chef, Docker
• Work experience with Microsoft SQL Server 2008 R2 or above writing complex T-SQL scripts

Skills For Senior.application Support Analyst Resume

• Good and positive work attitude, willing to share/learn and able to work under pressure to meet tight deadline
• Co-ordinate and promote the effective functioning of problem management activities across all of SS&C’s support teams
• Play a key part in the change approval process ensuring that all due diligence has been completed prior to production deployment
• 8 – 12 years of relevant work experience
• Experience in a customer service role with users of varied technical expertise

Skills For IB TPE Build Senior Application Support Analyst AVP Resume

• Good exposure to Oracle 11g and above versions
• Excellent expertise over Oracle Forms
• Excellent communication in English spoken and written
• Good knowledge of Databases (Oracle and SQL)
• Good knowledge of Web clients, Siteminder, Tomcat, Apache, & SOAP web interfaces

Skills For Senior Application Support Analyst Resume

• Self-motivated to operate independently and make necessary decisions within the global team
• Experience in Operational support of zTPF systems
• Experience with Advent products highly desired. Axys/APX, Moxy and Rules Manager
• Establish and cultivate effective relationships with user groups and key stakeholders
• Experience of working with Project teams providing support and consultancy to PM’s, BA’s, testers and developers
• Application Support experience within a large IT environment
• Experience in software development, design and development methodologies
• Work experience in large online transactional systems
• Work experience in any Big data technologies
• Respond to technology events and incidents in a swift and effective manner to maximize service availability
• Establishing and working with fellow team members to engage in cross-training initiatives within the team to provide enhanced support capability
• Working knowledge on ticketing tools such as ServiceNow, Openview, Remedy
• Working knowledge of MQ messaging, UNIX/ Linux OS and Connect Direct
• Understanding of fundamental accounting processes
• Writing Reports using SQL queries
• Working knowledge of Oracle databases and how to run and write SQL queries
• Maintaining system stability and high availability
• Providing 2nd-3rdline application support on complex internally and externally developed applications
• Willing to work till 21:00 hrs CST
• Managing DART metadata and user catalogs (but not code changes)
• Responding to logged service requests, account administration, software installations and general application and server administration
• Dealing with escalations in a timely manner to ensure issue is resolved to business Partner’s expectations
• Composing technical knowledge base documents to be used within the team
• Working with external vendors to resolve service related incidents
• Connecting remotely to business partners computers to resolve issues
• Knowledge of batch processing using TWS or other scheduling tools
• Linux + shell scripting - Need understanding of Linux commands and knowledge of Linux shell scripting
• Application monitoring as well as the underlying infrastructure and identify & fix the monitoring gaps

List of Typical Responsibilities For a Senior Application Support Analyst Resume

Responsibilities for senior application support analyst fund accounting resume.

• Responsible for defining, planning, and monitoring all application support activities for IT applications including troubleshooting, performance monitoring, recommendation of resolution, installation, training, and script/code writing
• Strong problem solving and analysis skills with ability to maintain and debug software applications and code
• Excellent customer service interaction skills
• Excellent stakeholder management and communication Skills - written and verbal
• Strong experience in server-side application and systems troubleshooting
• Friendly, outgoing and have well-developed communication skills
• Effectively lead complex technical problem resolution

Responsibilities For Senior / Application Support Analyst Resume

• Experience with Microsoft Windows, Microsoft Office Products and a good knowledge of applications
• Well-developed verbal and written business English communication skills
• Experience with SharePoint; 2-3 years’ experience with SharePoint online
• Tware development experience with experience with projects of similar scope and complexity
• Efficiently and effectively manage internal escalations of tickets to the right resolver group
• Advanced technical skills in web technologies or similar (HTML, XML, CSS, Javascript, AJAX, Web Services)
• Work experience that reflects a proven track record or proficiency in the competencies noted
• Work experience that reflects a proven track record or proficiency in the competencies noted or equivalent work

Responsibilities For Senior Application Support Analyst / Lead Resume

• Experience working with business critical systems, delivering high levels of availability
• Experience in Application support working in a globally distributed team
• Experience with ticket tracking and version control systems
• Experience in working with Apache Web Servers or equivalent web server operations
• Good working knowledge of Windows Server OS

Responsibilities For Big Data Senior Application Support Analyst Resume

• Strong working knowledge of the Windows platform and its capabilities needed to diagnose and troubleshoot issues
• Relevant experience working in a technology Production Support environment
• Relevant Operating systems hands-on experience
• Knowledge / working experience of ITRS Active Console, Autosys
• Experience of using zVM / Zlinux mainframe infrastructure
• Problem solving & Root Cause Analysis (RCA) experience
• Experience with relational/noSQL databases
• Upstream Oil and Gas with experience in IT required
• MS SQL Server, T-SQL, SSRS, and PowerBI experience

Responsibilities For Senior.application Support Analyst Resume

• Product applications support experience
• Solid knowledge of software configuration management strategies and best practices
• Experience with application implementation, support and management in a complex IT environment
• Experience with database support, design and administration
• Experience with Configuration Management tools like Ansible is added advantage
• Able to operate under pressure and in time sensitive support environments
• Experience apache/tomcat/WebSphere and WebLogic

Responsibilities For IB TPE Build Senior Application Support Analyst AVP Resume

• Strong ability to act and influence as change agent
• Demonstrate Leadership drive & professional courage
• Experience with web development tools and technologies such as HTML, CSS, JavaScript
• Experience with Linux
• SQL experience

Responsibilities For Senior Application Support Analyst Resume

• ION Marketview experience (MMI.NET, SysAdmin)
• Experience of HR systems and structures
• Experience in at least one RDBMS (Oracle 10g/11g, MS SQL Server 2005/2008
• Experience in a relevant IT related role
• Experience with full SDLC from application definition through to deployment and maintenance
• Experience with Hypervisors and application delivery software such as Citrix of VDI
• Strong knowledge of Windows and Linux OS and software (Win XP, Win 7, Win 10)
• Practical experience of ITIL processes for Incident and Problem management
• Understanding of Windows 2008/2012 Server operating system and applications management
• Communicating project status to stakeholders
• Providing application and technical support to FOSG business analysts, service managers, and data management teams
• Working knowledge of Silverlake
• Understanding of IT project management
• Understanding of ITIL framework, SDLC and DevOps concepts
• Understanding of the principles of successful service transition
• Programming or Database Design
• Willing to work evenings and weekends as part of an on-call rota
• Working knowledge of Apache Tomcat, IIS, NGINX
• Understanding of XML/JSON, usage and integration within web services
• Training of other members of team on areas of technical and product expertise
• Understanding of Software releases, ability to understand RISK assessment of Change
• Scripting – Powershell an advantage
• Overseeing application database data quality
• Performing incremental version and major upgrades
• Relevant knowledge and understanding of Financial Instruments, Markets, Banking, Trading and reporting systems
• Perform & oversee the troubleshooting, bug fixing, testing, and production deployment activities
• Assist in developing innovative reports and processes using T-SQL, MS Excel & Word, JIRA, Confluence and other reporting tools
• Issue tracking and reporting using tools such as JIRA/TeamForge
• Knowledge of troubleshooting & supporting applications running on either
• Develop training guides and support documentation with minimal direction from senior team members and present formal and informal training classes
• Guide the technical recovery of DCP major system outages, interfacing with numerous stakeholders including the outsourced service delivery, DCP application and support teams

Related to Senior Application Support Analyst Resume Samples

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6 Technical Support Resume Examples - Here's What Works In 2024

Since the entire world is thriving in an it environment, there is a greater demand than ever for technical support. giving technical support includes managing, maintaining, and handling it systems as needed. our technical support resume guide can be useful if you are a tech-savvy job seeker in the field. filled with tips and downloadable templates, make yourself an impressive resume.

Many businesses are relocating online so they can effectively save time and resources. But to do that, they must always make sure that their IT systems are fault-free. That’s where the demand for technical support comes in!

Technical support offers to monitor computer systems without fail and immediately perform bug fixes when they arise. They are also responsible for troubleshooting problems, diagnosing solutions as well as configuring hardware and software. Apart from that, technical support often helps out individuals virtually in solving their specific problems too!

This profession requires an educational background and a vast knowledge of computer and IT systems. Being technical and analytical are must-have qualities that tech support must possess because it makes them effective in their jobs. 

If you’re looking to make your resume impressive to recruiters, our technical support resume guide can help you determine how to do so! A good resume requires concise and relevant [information that employers are actively seeking from applicants. Let’s take a look into what makes for successful technical support resumes!

Technical Support Resume Templates

Jump to a template:

• Software Support Technician
• Software Product Support Analyst
• Technical Support Specialist
• Technical Support Engineer
• Application Support Engineer

Jump to a resource:

• Keywords for Technical Support Resumes

Technical Support Resume Tips

• Action Verbs to Use
• Related Engineering Resumes

Get advice on each section of your resume:

Template 1 of 6: Software Support Technician Resume Example

Have you ever used the tech support chat to solve a random problem on any software like Microsoft? The person helping you out with a solution is a software support technician. A software support technician is in charge of fixing software application problems, identifying system errors, and documenting solutions. They improve the customer experience within SaaS companies! To efficiently produce support tickets and resolve customers' difficulties, a software support technician needs to be very organized, have great communication, and have computer tool and application navigational abilities. Academically, you will need to have a bachelor's degree in computer science or IT support as well as some prior experience working as a support technician. This is how you make an interesting software support technician resume:

We're just getting the template ready for you, just a second left.

Tips to help you write your Software Support Technician resume in 2024

   display your academic success in computer and information technology..

Employers need candidates with experience in computer science and knowledge of the subject. To grab their attention, be sure to highlight your degrees, certifications, and any merit-based honors in the field.

   Highlight important problem-solving achievements in your career.

Before users became aware of the software server's outage, did you diagnose any issues? Have customers praised your customer service abilities in reviews? In a prior position, did you create simple FAQs? Your resume should include these. It helps potential employers identify you as a practical and technical solution to their tech problems.

Skills you can include on your Software Support Technician resume

Template 2 of 6: software product support analyst resume example.

One step above the corporate ladder is the software product support analyst. As a software product support analyst, you’re often required to communicate directly with consumers facing issues. You are expected to assist and advise solutions to software problems such as malfunctions and bugs. Most job postings require a bachelor's degree in IT or computer science. Having a few years of experience in the field is always considered a bonus as it shows you are an analytical and experienced employee, who can provide valuable service. Let’s view an example of a good software product support analyst's resume:

Tips to help you write your Software Product Support Analyst resume in 2024

   show your knowledge of remote desktop support systems like teamviewer..

As a software product support analyst, you must work well in a team. Therefore, employers are more likely to want you on board if you mention that you are familiar with and flexible with working in teams by mentioning your expertise in remote-working platforms like TeamViewer or Zoho Assist.

   Mention your familiarity with networking systems and protocol.

A technical support professional is helpful to businesses if they know several operating systems. Include your operating system qualifications, but don't be afraid to mention that you also hold other technical credentials like CCNA, CNCT, CCENT, or CCNP.

Skills you can include on your Software Product Support Analyst resume

Template 3 of 6: technical support specialist resume example.

Let's chat about crafting resumes for a Technical Support Specialist role. This position is all about trouble-shooting, problem-solving, and, most importantly, communication. With remote work becoming the norm due to recent trends, these roles have expanded beyond local offices into global teams. When writing your resume, it's important to convey not just your technical efficiencies, but also your ability to explain complex issues in a clear and understandable manner. Remember, a tech support specialist is the bridge between sophisticated tech systems and their less tech-savvy users. Your future employer needs to know that you have a good grasp of both the technology you'll be supporting and the communication skills necessary to interact effectively with clients. No matter how complex the issue, the users will expect a simple and practical solution. Your resume should reflect your ability to excel in such scenarios and should highlight your understanding of the latest industry trends.

Tips to help you write your Technical Support Specialist resume in 2024

   highlight your problem-solving skills.

Highlight instances in your past roles where you went above and beyond to resolve a complex technical issue. Rather than focusing solely on the technical aspect, emphasize how you communicated the solution to non-technical team members or clients. Tech support isn't just about fixing things; it's about helping people understand what went wrong and how it was fixed.

   Demonstrate your expertise with remote support tools

With more teams working remotely, ability to use online technical support tools has become a must. Mention specific remote support tools you are familiar with, like Zendesk or TeamViewer. This shows you're prepared for the new reality of remote technical support.

Skills you can include on your Technical Support Specialist resume

Template 4 of 6: technical support specialist resume example.

Technical support specialists overlook problems that are beyond technical support representatives. They have greater knowledge of computer software and hardware. These specialists are focused on attending to technical requests to ensure productivity. Your job will require you to show excellent problem-solving and troubleshooting skills. Having great communication and the ability to explain things in layman’s terms will be useful because tech support specialists are relayers of information in a chain of teams. Here’s what a successful technical support specialist resume looks like:

   Quantify your achievements in numerical figures.

Quantifying your success is the finest strategy to draw in a new company. You can say how many support tickets you successfully resolved or how many bug-fixing reports you sent. You can also state how many individuals you were able to carry in a team if you have experience leading teams. Your resume will stand out with these numbers!

   Include relevant customer support experience from previous jobs.

One crucial skill that recruiters look for is the ability to communicate information to customers. If you list employment experience connected to customer support on your resume, it will speak for you. Working in retail or a call center are two examples of this!

Template 5 of 6: Technical Support Engineer Resume Example

Researching and resolving customer issues regarding computer systems and software comes in the job description of a technical support engineer. They have additional tasks such as designing software, developing maintenance plans, and configuring systems to ultimate optimizations as well! Due to the intensely technical nature of this job, you need to have a bachelor's degree in Engineering along with work experience as a tech support engineer. Your knowledge of API and web services counts as a plus point because it makes you helpful to the corporate. Here’s a template of a technical support engineer resume:

Tips to help you write your Technical Support Engineer resume in 2024

   mention personal projects that showcase your range of skills..

Recruiters want to know if you can handle an array of systems and software (pun intended). Your resume should be rich in showcasing personal projects that use multiple programming languages and technology like NoSQL, Support Tickers, Project management, and Servers.

   Include career highlights that show an attentive and team-working attitude.

Being tech-savvy is not the only thing that you need to work effectively as a technical support engineer. The work experience portion of your resume should include instances where you can mention your teamwork attitude. Use words such as “led”, “resolved”, “overcame” and “created” to highlight these instances.

Skills you can include on your Technical Support Engineer resume

Template 6 of 6: application support engineer resume example.

When businesses want to streamline their operations, they seek an application support engineer. These engineers are responsible to overlook the installation and maintenance of software applications important to the business, assisting wherever necessary. Being an application support engineer means being an expert on software stacks and timely debugging and maintaining software. They need to be communicative and responsible with time, along with having a bachelor’s degree in computer science or information technology. If this job sounds like the one you’re seeking, we have a great resume template for you to take inspiration from!

Tips to help you write your Application Support Engineer resume in 2024

   demonstrate technical programming skills through projects..

Your projects that are built upon various programming languages and frameworks can make a difference to your resume. Some of the most important languages that employers often look for are Java, C++, Javascript, .Net languages as well as HTML. Some framework examples can include Emmet, jQuery, Bootstrap as well as Sass.

   Show your abilities in using common software tools.

Experience with data management, online platform development, and proprietary business software can help your resume stand out. It demonstrates your capacity for successfully managing the technical components of your profession and establishes your skills before you even get the job! Some of these software includes Apache Hadoop and Ajax.

Skills you can include on your Application Support Engineer resume

As a hiring manager who has recruited technical support professionals at companies like Google, Microsoft, and Apple, I know what it takes to create a standout resume in this field. The following tips will help you showcase your skills and experience in a way that catches the attention of potential employers and sets you apart from other candidates.

   Highlight your technical expertise

Employers want to see that you have the technical skills needed to excel in a technical support role. Be sure to highlight your expertise in the following areas:

• Operating systems like Windows, Mac OS, and Linux
• Hardware components such as servers, routers, and switches
• Networking protocols and troubleshooting techniques
• Remote desktop and screen sharing tools

Avoid simply listing these skills without context. Instead, provide specific examples of how you've used them to solve problems and support end-users. For example:

Resolved complex network connectivity issues by analyzing packet captures using Wireshark and implementing firewall rule changes to restore service for over 500 users.

   Quantify your impact with metrics

Numbers speak louder than words when it comes to demonstrating your value as a technical support professional. Use metrics to quantify the impact of your work, such as:

• Number of tickets resolved per day/week/month
• Average resolution time for support requests
• Customer satisfaction scores or ratings
• Percentage reduction in escalations or repeat issues

Avoid vague statements that lack context, like:

• Handled a high volume of support tickets
• Provided excellent customer service

Instead, be specific and use numbers to back up your claims:

• Consistently resolved an average of 50+ support tickets per week while maintaining a 98% customer satisfaction rating
• Reduced average ticket resolution time by 30% through process improvements and automation

   Showcase your problem-solving skills

Technical support is all about troubleshooting and problem-solving. Employers want to see examples of how you've used your analytical skills to diagnose and resolve complex issues. When describing your experience, focus on:

• The specific problem or challenge you faced
• The steps you took to investigate and identify the root cause
• The solution you implemented to resolve the issue
• The impact of your resolution (e.g. number of users affected, system downtime avoided)

For example:

Investigated and resolved a critical application performance issue affecting over 10,000 users worldwide. Collaborated with development teams to identify a memory leak in the code and implemented a patch, restoring normal operation within 2 hours and preventing an estimated $50,000 in lost productivity.

   Highlight your communication skills

As a technical support professional, you'll often need to explain complex technical concepts to non-technical users. Employers want to see that you have strong communication skills and can adapt your language to your audience. In your resume, include examples of how you've:

• Clearly explained technical solutions to end-users
• Created user guides, knowledge base articles, or other documentation
• Collaborated with cross-functional teams to resolve issues
• Presented technical information to stakeholders or leadership

Created a series of user guides and video tutorials on common IT issues, reducing helpdesk ticket volume by 25% and empowering users to resolve basic problems on their own.

   Include relevant certifications and training

In the technical support field, certifications demonstrate your knowledge and commitment to staying current with industry best practices. Be sure to include any relevant certifications you hold, such as:

• CompTIA A+, Network+, or Security+
• Microsoft Certified Solutions Expert (MCSE)
• Cisco Certified Network Associate (CCNA)
• ITIL Foundation

In addition to certifications, highlight any relevant training or professional development you've completed. This could include vendor-specific courses, online learning platforms like Coursera or Pluralsight, or in-person workshops and conferences.

Remember, the key is to focus on certifications and training that are directly relevant to the technical support role you're seeking. Avoid listing certifications that are outdated or not applicable to the position.

   Tailor your resume to the job description

One of the biggest mistakes job seekers make is using the same generic resume for every application. To stand out, you need to tailor your resume to the specific job description and company. Here's how:

• Read the job description carefully and identify the key skills, experience, and qualifications required
• Highlight the parts of your background that match these requirements, using similar language and keywords
• Include specific examples and metrics that demonstrate your fit for the role
• Research the company and industry, and incorporate any relevant insights or terminology

For example, if the job description emphasizes experience with cloud computing platforms like AWS or Azure, be sure to highlight any relevant projects or certifications you have in this area. If the company is known for its commitment to customer service, include examples of how you've gone above and beyond to support end-users.

By tailoring your resume to the specific job and company, you'll show employers that you've done your research and are a strong fit for the role.

Writing Your Technical Support Resume: Section By Section

  header, 1. put your name front and center.

Your name should be the largest text on your resume, typically 14-16pt font. It's best to use the name you use in professional contexts, which is likely the same one on your LinkedIn profile.

Make sure your name is on its own line and stands out from the rest of your contact details:

• John Q. Smith
• 123-456-7890 | [email protected] | linkedin.com/in/johnqsmith

Avoid these common mistakes:

• JOHN QUINCY SMITH (all caps looks unprofessional)
• John Smith, Technical Support Specialist (no job titles)
• John Smith, 123 Main St, New York, NY 10001, 123-456-7890, [email protected] (full address is unnecessary)

2. Include essential contact details

In addition to your name, your header should contain:

• Phone number
• Professional email address
• LinkedIn profile URL
• City and state (optional)

Technical support roles often require troubleshooting via phone, so listing your number is important. Use a professional email with a simple format like [email protected] . Avoid outdated domains like AOL or Hotmail that might age you.

Bad example:

• [email protected]

Good example:

If you have a strong LinkedIn profile, include the URL. Recruiters often cross-reference it with your resume. Just use the unique part after linkedin.com/, not the full link.

Tip: Ensure your LinkedIn is as compelling as your resume. Use our free LinkedIn Review tool to optimize your profile and showcase your technical support expertise.

3. Keep it clean and simple

Stick to a clean, easy-to-read design for your header. Use a common font like Arial or Calibri. Bold your name and consider using light dividing lines to separate it from your other details.

John Smith ———————— [email protected] | 212-555-1234 | New York, NY | linkedin.com/in/jsmith

Avoid graphics, photos, logos or other embellishments in your header. Applicant tracking systems can have trouble parsing those elements. Busy hiring managers also prefer simple, straightforward headers.

Remember, the goal is to make it easy for recruiters to know who you are and how to contact you. An uncluttered header with key details does the job best.

  Summary

A resume summary for technical support roles is optional. It can be beneficial if you're making a career change and your past experience doesn't directly align with technical support, or if you're an experienced professional with many years in the field. A summary allows you to provide additional context and highlight key skills that may not be immediately apparent from your work history alone.

However, avoid using an objective statement, as they are outdated and focus on your own goals rather than how you can contribute to the company. Instead, use your summary to showcase your most relevant qualifications and the value you bring to a technical support position.

To learn how to write an effective resume summary for your Technical Support resume, or figure out if you need one, please read Technical Support Resume Summary Examples , or Technical Support Resume Objective Examples .

1. Tailor your summary to the specific role

When crafting your technical support resume summary, it's crucial to align it with the specific job requirements. Many candidates make the mistake of using a generic, one-size-fits-all summary:

Experienced IT professional seeking a challenging technical support position to utilize my skills and grow my career.

Instead, highlight your most relevant technical support qualifications and the value you offer:

Technical Support Specialist with 5+ years of experience troubleshooting and resolving complex hardware, software, and network issues. Skilled at communicating with non-technical users and providing exceptional customer service. Seeking to leverage my expertise to improve customer satisfaction and retention for [Company Name].

2. Quantify your achievements

When possible, use numbers and metrics to quantify your accomplishments in your summary. This helps provide concrete evidence of your abilities and makes your summary more impactful. Compare the following examples:

• Experienced in resolving technical issues and providing customer support

Instead, quantify your experience like this:

• Resolved an average of 50+ technical support tickets per week while maintaining a 95% customer satisfaction rating

By incorporating numbers, you give hiring managers a tangible sense of your capabilities and the level of impact you can bring to their technical support team.

3. Showcase your technical and soft skills

A standout technical support resume summary should highlight both your technical expertise and your soft skills. Technical skills demonstrate your ability to troubleshoot and resolve issues, while soft skills show you can effectively communicate with and support customers.

Include specific technical skills, tools, and methodologies you're proficient in:

• Proficient in Windows, macOS, iOS, and Android troubleshooting
• Experienced with remote desktop tools, ticketing systems, and knowledge bases

Complement these with relevant soft skills:

• Excellent active listening and problem-solving abilities
• Strong written and verbal communication skills

By showcasing both skill sets in your summary, you demonstrate that you have the well-rounded expertise needed to excel in a technical support role.

  Experience

Your work experience section is the heart of your resume and should effectively demonstrate your ability to excel in a technical support role. Highlight your most relevant and impressive accomplishments, and show the impact you've made in previous positions.

1. Focus on customer service and problem-solving skills

Emphasize your customer service expertise and problem-solving abilities, as these are crucial for success in technical support roles. Showcase specific examples of how you've assisted customers and resolved complex issues.

• Resolved an average of 50+ customer inquiries daily, maintaining a 95% customer satisfaction rating
• Troubleshot and resolved complex software issues, reducing average ticket resolution time by 25%

Avoid generic statements that don't highlight your specific contributions:

• Responsible for answering customer questions
• Helped customers with technical problems

2. Highlight technical expertise and tools

Demonstrate your proficiency with relevant technical tools, systems, and methodologies used in your previous roles. This showcases your ability to adapt to new technologies and work efficiently.

• Expertly navigated Zendesk CRM to manage and prioritize customer tickets
• Utilized advanced troubleshooting techniques to diagnose and resolve network connectivity issues

Compare this to a resume that lacks specific tools and technologies:

• Used a ticketing system to manage customer inquiries
• Helped customers with network problems

3. Quantify your achievements with metrics

Whenever possible, use metrics to quantify your achievements and demonstrate the impact of your work. This helps hiring managers understand the scale and scope of your contributions.

• Implemented a new troubleshooting guide, reducing average call handle time by 90 seconds
• Maintained a first-call resolution rate of 85%, surpassing team targets by 15%

Improved efficiency by creating a troubleshooting guide and consistently met first-call resolution targets

While this example mentions positive achievements, it lacks the specific metrics that make the accomplishments more tangible and impressive.

4. Showcase promotions and career growth

If you've been promoted or taken on additional responsibilities in your previous technical support roles, make sure to highlight this in your work experience section. This demonstrates your ability to grow and succeed within an organization.

• Promoted to Senior Technical Support Representative after consistently exceeding performance targets
• Trained and mentored a team of 5 junior support representatives, contributing to a 20% increase in overall team efficiency

Avoid downplaying your career progression with vague statements:

• Worked as a Technical Support Representative and then got promoted
• Helped train new team members

  Education

The education section of your technical support resume should be concise and highlight your most relevant qualifications. It's important to tailor this section to the specific job you're applying for, emphasizing the skills and knowledge that are most valuable in the technical support field.

1. List your highest degree first

Start with your most recent or highest level of education, such as a bachelor's or associate's degree in a relevant field like computer science, information technology, or engineering. If you have multiple degrees, list them in reverse chronological order.

Bachelor of Science in Computer Science University of California, Los Angeles Graduated: May 2020

2. Include relevant coursework and projects

If you're a recent graduate or have limited work experience, highlighting relevant coursework and projects can demonstrate your skills and knowledge to potential employers. Focus on courses and projects that showcase your technical abilities, problem-solving skills, and customer service experience.

• Relevant Coursework: Network Administration, Database Management, Software Troubleshooting
• Senior Project: Developed a user-friendly troubleshooting guide for common software issues, reducing support ticket response time by 20%

3. Showcase technical certifications

In the technical support field, certifications can be just as valuable as traditional degrees. If you have earned any relevant certifications, such as CompTIA A+, Network+, or ITIL, include them in your education section or create a separate 'Certifications' section.

CompTIA A+ Certification Earned: September 2021

For senior-level technical support professionals, it's important to keep the education section concise and focus on your most impressive qualifications. Avoid listing outdated or irrelevant certifications, as they may distract from your more recent achievements.

4. Tailor your education section to the job

When applying for technical support positions, it's essential to customize your education section to highlight the skills and knowledge that are most relevant to the specific job. Review the job description carefully and emphasize the qualifications that match the employer's requirements.

For example, if the job description mentions a preference for candidates with experience in a specific operating system or software, make sure to highlight any related coursework or certifications you have.

• Bachelor of Arts in English Literature
• Relevant Coursework: Creative Writing, British Literature, Poetry Analysis
• Bachelor of Science in Information Technology
• Relevant Coursework: Operating Systems, Network Security, Technical Writing

Action Verbs For Technical Support Resumes

Actions speak louder than words. But for a technical support resume, action words speak the loudest to recruiters. Your profile should show words like … and … to display your ability to work best as technical support personnel. It is the profession where your past performance plays a great role so make sure to add these action verbs to your resume wherever possible:

• Troubleshoot
• Implemented

For more related action verbs, visit IT Action Verbs .

For a full list of effective resume action verbs, visit Resume Action Verbs .

Action Verbs for Technical Support Resumes

Skills for technical support resumes.

What goes into creating solid technical support? It certainly helps to have a solid grasp of programming languages and networks. But it's not just scientific and technology-based; it also involves sharing ideas and working in teams to find solutions to a wide range of issues. Effective time and project management is another skill that technical support must possess.

Having certifications in technical engineering, university degrees along with relevant hard skills should be included in your resume. They help recruiters identify a successful applicant who is experienced in the field and has solutions to all problems. Here is a list of all skills that you should include in your resume as long as you possess them:

• Technical Support
• Troubleshooting
• Active Directory
• Windows Server
• Operating Systems
• Software Installation
• System Administration
• Computer Hardware
• Network Administration
• Microsoft Access
• Engineering
• Telecommunications
• Virtual Private Network (VPN)
• IT Service Management
• Project Management
• Domain Name System (DNS)
• Dynamic Host Configuration Protocol (DHCP)
• Internet Protocol Suite (TCP/IP)
• Customer Service

How To Write Your Skills Section On a Technical Support Resumes

You can include the above skills in a dedicated Skills section on your resume, or weave them in your experience. Here's how you might create your dedicated skills section:

Skills Word Cloud For Technical Support Resumes

This word cloud highlights the important keywords that appear on Technical Support job descriptions and resumes. The bigger the word, the more frequently it appears on job postings, and the more 'important' it is.

How to use these skills?

Other engineering resumes, cloud engineer.

Desktop Support

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