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Application Support Specialist Resume Examples

Writing a resume for an application support specialist position can be a daunting task. Recruiters and hiring managers often receive hundreds of resumes for a single role, and it can be difficult to make yours stand out in the crowd. To make your resume stand out, you need to make sure that you include the right qualifications, experience, and skills. This guide will provide resume writing tips and examples to help you create a resume that will make you stand out. It will discuss the key elements of an application support specialist resume, including the job description, technical skills, and experience, as well as provide examples of resumes for application support specialists.

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Application Support Specialist

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

Application Support Specialist possessing 5 years of experience in providing reliable technical support for mission- critical applications. Adept in problem solving, troubleshooting, and making quick decisions. Skilled in managing application levels and implementing solutions to optimize performance. Knowledgeable in identifying and resolving all technical issues related to the application.

Core Skills :

• Application Support
• Software Troubleshooting
• Systems Analysis
• Problem Resolution
• Performance Optimization
• Documentation
• Network Management
• Customer Service

Professional Experience :

• Provided technical assistance to users in resolving application- related issues.
• Analyzed and monitored application performance to identify and eliminate issues.
• Identified performance trends and proactively implemented solutions.
• Responded to customer inquiries and ensured customer satisfaction.
• Created and maintained accurate documentation of system changes.
• Developed strategies and policies to ensure application stability and security.

Education :

B.S. in Computer Science, ABC University, City, State, 2018

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Application Support Specialist Resume with No Experience

Recent college graduate eager to begin a career in Application Support with a focus on customer service. Highly motivated to develop a well- rounded understanding of application management and customer service.

• Computer proficiency
• Knowledge of customer service
• Knowledge of application management
• Strong problem- solving skills
• Excellent communication skills
• Ability to learn quickly

Responsibilities :

• Provide first- level customer support for all application inquiries
• Troubleshoot application software issues and provide solutions to user problems
• Document all customer interactions
• Monitor and investigate application performance
• Ensure resolution of customer inquiries in a timely manner
• Assist in the testing of new applications and features
• Train end users on the use of applications

Experience 0 Years

Level Junior

Education Bachelor’s

Application Support Specialist Resume with 2 Years of Experience

A highly motivated professional with two years of experience in Application Support, I am adept at troubleshooting and resolving complex problems related to application software. I possess excellent organizational skills, an eye for detail, and strong customer service skills. I have a proven track record of developing and executing successful solutions, with an in- depth knowledge of application development, maintenance and support. I possess excellent communication and problem solving skills, and am adept at working in a fast- paced environment.

• Application Development
• Problem Solving
• Database Management
• System Administration
• Respond promptly to customer inquiries, analyzes and resolve software issues in a timely manner
• Develop and implement solutions for application- related problems
• Monitor application performance and make necessary adjustments
• Create and maintain application documentation
• Assist in the development, testing and deployment of new applications
• Assist in the maintenance and enhancement of existing applications
• Work with business users to develop specifications and requirements
• Maintain and troubleshoot system configurations and upgrades

Experience 2+ Years

Application Support Specialist Resume with 5 Years of Experience

Driven and detail- oriented Application Support Specialist with 5 years of experience in providing seamless technical support to application users. Proven track record of providing timely solutions to complex problems and ensuring high customer satisfaction. Skilled in troubleshooting and resolving a range of technical issues while providing excellent customer service.

• Application setup, customization, and troubleshooting
• Database maintenance and optimization
• System upgrades, configuration, and integration
• Technical documentation and training
• Problem analysis and critical thinking
• Excellent customer service
• Provided comprehensive support for applications for all customers
• Assisted customers with technical issues and provided effective solutions to them
• Analyzed and resolved complex application- related issues
• Ensured successful and prompt resolution of customer queries
• Monitored and maintained application performance and stability
• Developed and maintained technical documents
• Provided training and guidance to users on application and system usage.

Experience 5+ Years

Level Senior

Application Support Specialist Resume with 7 Years of Experience

Highly organized and detail- oriented Application Support Specialist with 7 years of experience in providing technical support to application users. Proven track record of troubleshooting and resolving software- related issues quickly and efficiently. Proficient in configuring network systems, maintaining database integrity and optimizing database performance. Adept at using various debugging tools and techniques to identify the root causes of application errors.

• Application Installation
• Software Configuration
• Network Administration
• Database Administration
• Debugging Tools
• Technical Support
• Customer Service Skills
• Provided technical support to application users, troubleshooting and resolving software- related issues.
• Installed and configured applications on multiple server platforms.
• Administered and maintained local and wide area networks.
• Optimized database performance and maintained database integrity.
• Utilized debugging tools to track down the root causes of application errors.
• Provided assistance to end- users in the installation and operation of software applications.
• Conducted systems maintenance and identified potential areas of improvement.
• Provided training and guidance to users on the use of specific software applications.
• Resolved customer queries and technical problems via phone, email, and remote access.

Experience 7+ Years

Application Support Specialist Resume with 10 Years of Experience

Results- driven Application Support Specialist with 10 years of experience in managing and troubleshooting complex system applications. Proficient in resolving technical and non- technical problems, providing system assistance to users, and creating detailed application documentation. Possesses excellent communication and problem- solving skills, as well as a commitment to deliver the highest quality of service.

Core Skills

• User Support
• Technical Documentation
• Problem- Solving
• Communication

Responsibilities

• Provided technical assistance to users by answering questions and resolving system issues
• Developed and updated comprehensive application and user guides
• Created technical documentation and processes to provide ongoing support
• Monitored and maintained system applications, including patching and upgrades
• Troubleshoot application issues in a timely manner and identified system defects
• Performed system administration tasks, including user access management and system configuration
• Assisted with the deployment of new applications and conducted user training

Experience 10+ Years

Level Senior Manager

Education Master’s

Application Support Specialist Resume with 15 Years of Experience

Application Support Specialist with over 15 years of experience in technical support, customer service and problem solving. Proven record of providing efficient and reliable support to customers and internal stakeholders. Highly skilled in troubleshooting hardware, software and network related problems. Experienced in deploying updates, patches and new software releases. Possess expertise in writing and updating technical documents. Adept at resolving customer issues in a timely fashion while ensuring customer satisfaction.

• Hardware Maintenance
• Software Installation
• Software Patches
• Updates Management
• Managed and monitored users’ access to the application
• Provided technical support to system users
• Assisted in troubleshooting of hardware, software and network related problems
• Resolved customer issues in a timely manner
• Assisted in installation of new software releases
• Deployed updates and patches
• Updated technical documents to provide comprehensive installation instructions
• Ensured customer satisfaction by providing accurate and satisfactory support

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 Specialist resume?

A resume for an Application Support Specialist should include information about technical skills, knowledge of applications, and customer service experience. A well-written resume should provide potential employers with a good picture of your aptitude for the job.

• Comprehensive knowledge of different types of applications
• Demonstrated ability to troubleshoot and provide technical assistance
• Proven track record of customer service in solving customer issues
• Excellent written and verbal communication skills
• Ability to multitask and prioritize tasks
• Experienced in providing remote technical support
• Thorough knowledge of operating systems and hardware
• Ability to work in a fast-paced environment
• Good organizational and problem-solving skills
• Experience of developing and maintaining user documentation
• Ability to take initiative and work independently
• Knowledge of scripting languages, HTML, and other web technologies

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

A well-crafted summary for an Application Support Specialist resume should highlight your experience with IT technologies, problem solving expertise, and commitment to customer service excellence. Describe how you are capable of managing high-level system support, including troubleshooting, software installation, and customer training. Emphasize any certifications and other specialty skills, such as database management, scripting, and virtualization. Showcase your dedication to customer satisfaction, exemplary customer service, and proactive problem resolution. Detail the successes you have achieved in previous roles, such as reduced system downtime, improved performance levels, or cost savings initiatives. Finally, emphasize your ability to quickly learn and adapt to new technologies and processes.

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

Application Support Specialists are responsible for providing technical support to customers or end-users, who use software or hardware applications. A good objective for a resume for this position should clearly outline the candidate’s skills, experience, and goals.

Here are some examples of objectives for a resume for an Application Support Specialist position:

• To apply my expertise in computer programming and technical problem-solving to provide stellar technical support and customer service to end-users.
• To utilize my extensive experience in application support to help create and maintain a reliable and secure computing environment.
• To bring my highly developed troubleshooting abilities and commitment to customer satisfaction to provide the best technical support possible.
• To utilize my background in software engineering, system analysis, and application development to support and maintain enterprise-level applications.
• To employ my strong interpersonal and communication skills to ensure that customer and end-user issues are addressed in a timely and satisfactory manner.
• To work with a team of professionals to maximize efficiency, continuity, and accuracy in application support.

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

When you are applying for an Application Support Specialist role, it is important to show potential employers that you have the necessary skills for the job. The best way to do this is by listing your skills on your resume. Here are some skills that an Application Support Specialist should have on their resume:

• Analytical Thinking: Being able to analyze complicated information and diagnose problems quickly and accurately is a key skill for application support specialists.
• Technical Knowledge: An application support specialist should be familiar with a variety of software programs, databases and operating systems, and be able to quickly troubleshoot and resolve issues.
• Communication: Application support specialists must be able to effectively communicate with clients, users and colleagues, both verbally and in writing.
• Attention to Detail: Being able to identify and fix technical issues requires a keen eye for detail.
• Problem Solving: Application support specialists must be able to think outside of the box to find innovative solutions to technical problems.
• Customer Service: Being able to provide excellent service to customers and clients is an essential skill for application support specialists.
• Interpersonal Skills: Application support specialists must be able to effectively collaborate with teams and build relationships with clients.

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

When it comes to creating an effective resume for an application support specialist position, it is important to know which skills and qualifications to include. An application support specialist is a professional who provides technical assistance related to computer software and hardware. To be successful, they need to possess a variety of technical and interpersonal skills.

Here are some of the key skills and qualifications to include on your resume if you are applying for an application support specialist position:

• Technical Knowledge: As an application support specialist, you should have a solid understanding of computer hardware and software, operating systems, internet protocols and networking technologies. Be sure to highlight any relevant training or certifications that demonstrate your knowledge in these areas.
• Troubleshooting Abilities: A successful application support specialist should be able to quickly identify and resolve technical issues. Include any experience you have in this area, such as resolving customer issues or debugging software and hardware.
• Communication Skills: As an application support specialist, you need to have excellent communication skills. You should be able to explain technical concepts to non-technical people in an easy-to-understand manner. Identify any work experience or volunteer experiences you have in customer service or other roles that require strong communication skills.
• Interpersonal Skills: As an application support specialist, you will be dealing with customers who may be frustrated or impatient. You need to be able to remain calm and professional when dealing with difficult customers or situations.
• Problem-Solving Skills: A successful application support specialist should be able to think quickly and analyze complex problems. Include any experience or training that demonstrates your problem-solving skills, such as working on customer support tickets or resolving technical issues.
• Attention to Detail: As an application support specialist, you must be detail-oriented and able to follow instructions closely. Highlight any job or volunteer experiences you have that demonstrate your attention to detail, such as writing detailed reports or

Key takeaways for an Application Support Specialist resume

When crafting a resume for a position as an Application Support Specialist, there are several key takeaways to consider. These takeaways should highlight your technical experience, problem-solving skills, and customer service abilities.

First, emphasize your technical experience. In the resume, list your accomplishments in technical support roles and detail the specific systems and applications you’ve worked with. Also, be sure to mention any certifications or formal training you have in technical subjects.

Next, highlight your problem-solving skills. To be successful in this role, you need to be able to identify and resolve issues quickly and efficiently. In the resume, list any troubleshooting experience you have and emphasize the results of your problem-solving efforts.

Finally, don’t forget to mention your customer service abilities. As an Application Support Specialist, you’ll often be dealing with customers, so it’s important to demonstrate your ability to interact with customers in a friendly and professional manner. Include any customer service experience you have in the resume and detail how you were able to help customers with their technical issues.

By following these key takeaways, you can create a resume that emphasizes your technical experience, problem-solving skills, and customer service abilities. This will help you stand out as an Application Support Specialist and increase your chances of getting noticed by potential employers.

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7 Application Support Analyst Resume Examples for 2024

Creating a strong resume is key for any application support analyst. This article provides real resume examples and strategic advice on skills and keywords to include. Learn how to highlight your technical skills, problem-solving abilities, and experience with software. Follow our guidelines to boost your job prospects in this critical IT role.

• 01 Sep 2024 - 5 new sections, including 'Where to list your education', added
• 01 Sep 2024 - 5 new resume templates, including Transitioning to Application Support Analyst from Customer Service, added
• 30 Aug 2024 - Article published

  Next update scheduled for 09 Sep 2024

Here's what we see in the best resumes for application support analysts.

Show Impact With Numbers : The best resumes show impact using numbers like reducing customer support issues by 40% , cutting response times by 30% , increasing uptime by 10% , or handling 50 tickets per week .

Include Relevant Skills : Include skills on your resume that you have and are mentioned on the job description. Some popular ones are SQL , Java , SAP , JIRA , and data analysis . But don't include all of them, choose the ones you have and are mentioned in the JD.

Show Technical Proficiency : Using phrases like bug fixing , code review , or system troubleshooting shows you have the technical skills for the job.

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Application Support Analyst Resume Sample

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Where to list your education

As you prepare your resume for an application support analyst role, think about where your education section will go. If you are fresh out of school or have recently completed relevant coursework, such as a degree in computer science or information technology, this should come first on your resume. Highlight this education upfront to immediately show your qualification for the technical aspects of the job.

If you have been in the workforce for a while and have practical experience supporting software applications, then your work experience should take precedence. Place your education section after your professional experience, since your hands-on skills will be most relevant for solving real-world issues. In either case, always ensure the highest degree or most relevant certification stands out to align with the needs of an application support analyst.

Highlight technical proficiencies

As an application support analyst, make sure to list the software and tools you are proficient in. Mention specific systems you've worked with like SQL, Linux, or SaaS platforms.

Including your technical certifications can also strengthen your resume. Certifications show that you have validated skills in specific technologies relevant to the job.

Junior Application Support Analyst Resume Sample

Ideal resume length.

Your resume as an application support analyst should be concise. If you have less than 10 years of relevant experience, aim to keep it to one page. This helps you stay on point and shows you can organize information well. Focus on recent work and key skills that match the job you want. For those more experienced, up to two pages is acceptable. This gives you space to detail your breadth of knowledge and key projects.

Remember, a shorter resume does not mean you're less skilled. It shows you value the hiring manager's time by highlighting what matters most. Ensure your most important experiences and skills are on the first page, as it gets the most attention. Keep your resume clean and readable with standard fonts and margins. Focus on clarity over cramming in too much detail.

Senior Application Support Analyst Resume Sample

Show problem-solving skills.

Employers in this field look for strong problem-solving skills. Give examples of how you identified and resolved issues in past projects.

Use bullet points to mention successful troubleshooting or support tasks you've handled. This shows your practical experience and capability to manage complex applications.

Application Support Analyst specialized in Financial Systems Resume Sample

Transitioning to application support analyst from customer service resume sample.

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Application Support Specialist resume examples for 2024

An application support specialist resume should showcase a strong foundation in troubleshooting and technical support. This can be achieved by highlighting work experience in resolving application issues and improving customer satisfaction. Knowledge of specific programming languages such as Java is also valuable. In addition, the ability to work with various software applications, such as CRM and SharePoint, is a significant asset.

Application Support Specialist resume example

How to format your application support specialist resume:.

• Use the same job title on your resume as the application for the Application Support Specialist role
• Highlight achievements in work experience that demonstrate problem-solving and technical skills, such as 'Converted HR, Payroll, and Adverse Event systems to other products on more robust architectures' or 'Designed and developed modifications/enhancements to canned Oracle 11i reports utilizing PL/SQL and Reports Builder
• Limit your resume to one page, focusing on relevant experience and achievements for the Application Support Specialist role

Choose from 10+ customizable application support specialist resume templates

Choose from a variety of easy-to-use application support specialist 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 specialist resume is top notch. Choose a template with the colors, fonts & text sizes that are appropriate for your industry.

Application Support Specialist resume format and sections

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

Application Support Specialist Resume Contact Information Example # 1

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

2. Add relevant education to your application support specialist 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 Specialist Education

Application Support Specialist Resume Relevant Education Example # 1

Bachelor's Degree In Computer Information Systems 2006 - 2009

DeVry University Oakbrook Terrace, IL

Application Support Specialist Resume Relevant Education Example # 2

Bachelor's Degree In Management Information Systems 1995 - 1998

Northeastern University Boston, MA

3. Next, create an application support specialist 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 specialist 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.

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.

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.

HR stands for human resources and is used to describe the set of people who work for a company or an organization. HR responsibilities revolve around updating employee records and carrying out management processes like planning, recruitment, evaluation, and selection processes. HR is a key contributor to any company or organization's growth as they are in charge of hiring the right employees, processing payrolls, conducting disciplinary actions, etc.

CRM stands for Customer relationship management and it is a complete process through which a business or organization monitors and administers its interactions with the customers. A process in which large amounts of data are collected through marketing via a company's website, polls, surveys, and other social media applications. The basic goal of CRM is to target the right audience for their product, and then fulfill their needs, to increase the sales and revenue of the company.

Top Skills for an Application Support Specialist

• Application Support , 12.7%
• Customer Service , 10.5%
• Troubleshoot , 6.8%
• Technical Support , 5.4%
• Other Skills , 64.6%

4. List your application support specialist experience

The most important part of any resume for an application support specialist 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 specialists" and "Managed a team of 6 application support specialists 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.

• Supervised sales and customer service representatives, held two positions concurrently.
• Ensured software and hardware procurement and acquisitions were aligned with strategic business technology direction.
• Defined technical requirements and directed analysis of cost/benefit and investment returns.
• Developed software programs that produced Sprint PCS call centers operational and performance reports.
• Managed level III customer support in wireless telecommunication technology software and hardware functions.
• Developed a full Enterprise Mentoring Program that has been implemented with in Apple Enterprise.
• Resolved customers email requests for assistance related to iTunes.
• Fielded calls daily relating to Software/Hardware conflicts and User-related issues.
• Dispatched tickets to other departments and performed corporate troubleshooting for end users of 3M.
• Facilitated individualized courses in computer basics and desktop publishing in the MacOS Platform.
• Provided capacity sizing analyses and recommendations for physical and VMware servers.
• Leveraged sharp troubleshooting capabilities toward performing problem analysis, resolution, testing, implementation and maintenance of systems.
• Configured VPN Clients and troubleshot connectivity issues.
• Implemented quality assurance application, facilitating tracking of defects and assisting in root cause analysis.
• Integrated an automatic upgrade of all our computer systems hardware/software information into this database.
• Provided root cause analysis and documentation utilizing a high level of expertise and discipline to solve hardware and operating system problems.
• Coordinated migration of users to new AVAYA VOIP phones.
• Achieved annual cost per call over 70% below industry average by implementing ITIL and HDI best practices.
• Posted highest percentages for SLAs in Southeast.
• Assisted with configuration of Cisco routers and Avaya VOIP phones for off premises workers.

5. Highlight application support specialist certifications on your resume

Specific application support specialist 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 specialist resume:

• Certified Network Computer Technician (CNCT)
• Certified Instrumentation Specialist (CIS)
• Certified Information Security Manager (CISM)
• Master Project Manager (MPM)

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

A resume summary statement consists of 1-3 sentences at the top of your application support specialist 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 specialist resume skills

• Application Support
• Customer Service
• Troubleshoot
• Technical Support
• Application Issues
• Strong Problem-Solving
• Management System
• User Acceptance
• Customer Support
• Production Environment
• Customer Satisfaction
• User Support
• Software Applications
• Web Application
• Strong Analytical
• Clinical Data
• Level Support
• Software Issues
• Windows Server
• Technical Issues
• Software Support
• Excellent Interpersonal
• Help-Desk Support
• Technical Troubleshooting
• Customer Issues
• Technical Documentation
• User Training
• Problem Resolution
• Training Materials

Application Support Specialist Jobs

Links to help optimize your application support specialist 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

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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• Computer and Mathematical Industry
• Application Support Specialist
• Application Support Specialist Resume

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• • Effectively resolved first line application queries for over 150+ clients on a weekly basis.
• • Improved ticketing resolution time by 25% by applying strategic problem-solving techniques.
• • Worked closely with development teams to address and rectify complex application issues, enhancing application reliability by 30%.
• • Ensured 95% of customer SLAs are consistently met through diligent tracking.
• • Coordinated with the Product Manager to provide specification support for future development, facilitating the delivery of 10+ product updates.
• • Handled 200+ customer queries weekly, maintaining a high customer satisfaction rate of 98%.
• • Contributed to UAT and live environment testing, identifying and rectifying errors for robust software performance.
• • Supported the implementation of 5+ major software updates, ensuring seamless transition and minimal downtime.
• • Prepared comprehensive training materials that have raised new-user competency by 35% over a quarter.
• • Set up UAT and Live environments for 10+ new customers.
• • Reduced resolution times by 30% through optimizing support protocols.
• • Administered customer environments in line with solution requirements, ensuring flawless user experience.
• • Assisted in release testing and troubleshooting, enhancing product stability by 40%
• • Coordinated with the Project Manager in customer project reviews, aiding in smooth project to operations transition.

10 Application Support Analyst Resume Examples & Guide for 2024

Your application support analyst resume needs to emphasize your troubleshooting expertise. Demonstrate your ability to quickly resolve technical issues to maintain smooth application performance. Showcase your knack for customer service on your resume. Your proficiency in translating complex technical language into user-friendly terms is vital for effective user support.

All resume examples in this guide

Resume Guide

Simple guide to your application support analyst resume format.

Designing your application support analyst resume experience to grab recruiters' attention

How to create an impactful Application support analyst resume skills section

Optimizing the education and certification sections of your application support analyst resume, crafting the application support analyst resume summary or objective: a blend of achievements, aspirations, and uniqueness, four additional sections to consider for your application support analyst resume, key takeaways.

A common resume challenge faced by Application Support Analysts is demonstrating the ability to handle complex technical issues in a highly pressured environment, effectively translating this hands-on experience into clear, concise, and compelling resume content. Our guide can assist in overcoming this challenge by providing targeted advice on how to craft impactful situation-action-result (SAR) statements, which allow you to succinctly showcase your problem-solving skills and the positive impact of your actions within past roles.

Dive into our concise guide to learn how to:

• Show your application support analyst career's brightest moments through your resume's summary, objective, and experience sections.
• Explore top-notch application support analyst resume examples to understand how to distinguish yourself from other candidates.
• Identify the most sought-after application support analyst skills and certifications in the industry.
• Design a structured yet unique resume layout.

Recommended reads:

• Product Support Specialist resume
• IT System Administrator resume
• Linux System Administrator resume
• Junior Salesforce Admin resume
• Service Desk Analyst resume

Successful application support analyst resumes all have something in common - candidates invest in a simple resume layout . One that is easy to read, makes a good first impression, and is adapted to their professional experience.

There are three distinct resume formats , which help you focus on different aspects of your resume. Those are:

• A reverse-chronological resume format - puts your most recent experience in the spotlight
• A functional skill-based resume format that makes your transferrable skills the center of attention
• A hybrid resume format - it combines skills and experiences.

What's more, keep in mind that your resume usually goes through an ATS (Applicant Tracker System) (i.e. the software used by companies in the hiring process).

The application support analyst resumes that suit the ATS:

• incorporate exact match keywords and skills from the job description;
• should be no longer than two pages;
• should be submitted in a PDF format, unless specified otherwise.

Upload your resume

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

Consider incorporating design elements like icons or charts to enhance your resume's visual appeal and readability. But remember, the key is subtlety; don't let design overshadow content.

Essential application support analyst resume sections for a comprehensive overview:

• Header: Enables recruiters to swiftly access your contact details and peruse your latest work portfolio.
• Summary or Objective: Offers a snapshot of your career milestones and aspirations.
• Experience: Demonstrates alignment with job prerequisites and highlights your tangible contributions.
• Skills: Captures the full spectrum of your expertise, making you a compelling application support analyst candidate.
• Education & Certifications: Bridges potential experience gaps and underscores your dedication to the field.

What recruiters want to see on your resume:

• Experience with specific software, systems, or platforms relevant to the role. This could include ticketing systems, monitoring tools, and databases.
• Problem-solving and troubleshooting skills which are crucial in responding to and resolving application-related issues.
• Knowledge of ITIL or other industry standard methodologies for IT service management.
• Exceptional communication and customer service skills, especially as it relates to technical explanations to non-technical users.
• Evidence of ongoing learning and certification, such as Microsoft Certified: Azure Administrator Associate or AWS Certified SysOps Administrator, indicating a commitment to keeping up with advancements in the field.
• Resume Layout

Designing your application support analyst resume experience to grab recruiters' attention

For the application support analyst position, it's crucial to show how your expertise matches what they're looking for.

Your resume experience section can be a game-changer. Ensure you:

• Feature roles most relevant to the application support analyst job you're targeting.
• Avoid diving too deep into ancient history - unless what you did a decade ago is super relevant to the application support analyst role.
• Structure each bullet to first describe what you did, followed by the skills you utilized, and then the impact of your efforts.
• Quantify your achievements with numbers, possibly highlighting the broader impact on the organization.
• Emphasize transferable skills - those you've gained in past roles that could be valuable in your new role. This showcases your unique professional value.

Crafting the experience section doesn't mean detailing every job you've ever had. Check out the application support analyst resume samples below to see how top professionals present their experience.

• Provided application support and troubleshooting for internal and external users, ensuring timely resolution of issues.
• Collaborated with cross-functional teams to analyze, diagnose, and resolve software defects, resulting in a 30% reduction in application downtime.
• Implemented proactive monitoring tools, reducing system failures by 20% and improving overall system stability.
• Developed and delivered end-user training sessions on software functionality, empowering users to effectively utilize the applications.
• Created comprehensive documentation on support processes, troubleshooting techniques, and frequently asked questions, enhancing knowledge sharing within the team.
• Delivered second-level application support, investigating and resolving complex technical issues for a global customer base.
• Led the successful migration of a critical application to a new platform, minimizing disruption and ensuring seamless user experience.
• Collaborated with development teams to prioritize and implement bug fixes, resulting in a 15% reduction in customer-reported issues.
• Performed root cause analysis and implemented preventive measures, reducing recurring incidents by 25%.
• Participated in regression testing and quality assurance activities to ensure software reliability and adherence to specifications.
• Provided first-line support for a portfolio of business-critical applications, addressing user inquiries and resolving technical issues.
• Collaborated with vendors to implement system upgrades and enhancements, ensuring optimal performance and functionality.
• Assisted in the development and execution of test plans for new software releases, identifying and reporting defects to development teams.
• Contributed to the creation of a knowledge base, documenting known issues and solutions for efficient troubleshooting.
• Participated in on-call rotation to provide 24/7 support, maintaining high availability and minimizing downtime.
• Supported users in configuring and customizing commercial software applications, ensuring alignment with business requirements.
• Collaborated with clients to gather and analyze software enhancement requests, translating them into actionable development tasks.
• Assisted in the design and implementation of software integrations, improving data flow and synchronization between systems.
• Developed SQL queries and scripts to extract, manipulate, and analyze data, supporting reporting and decision-making processes.
• Facilitated user acceptance testing and conducted training sessions, resulting in smooth software deployments and user adoption.
• Providing technical support for enterprise-level applications, resolving complex issues and ensuring customer satisfaction.
• Collaborating closely with development teams to reproduce and investigate software defects, driving timely resolutions.
• Leading the implementation of automated monitoring solutions, reducing incident response time by 40%.
• Mentoring junior support analysts, facilitating their professional growth and enhancing team performance.
• Contributing to knowledge base articles and best practice documentation, promoting efficient support practices across the organization.
• Provided application support for a diverse client base, addressing user inquiries and resolving technical issues via phone and email.
• Developed and maintained comprehensive incident tracking and resolution system, ensuring accurate and timely record-keeping.
• Collaborated with development teams to test and deploy new software releases, ensuring smooth transitions and minimal disruption.
• Conducted performance tuning and optimization of database queries, resulting in a 25% reduction in application response time.
• Participated in customer-facing meetings to understand business requirements and provide tailored technical solutions.
• Provided comprehensive support for enterprise resource planning (ERP) systems, troubleshooting complex technical issues.
• Collaborated with cross-functional teams to implement system upgrades and enhancements, ensuring seamless operations.
• Assisted in the development and execution of test plans and scripts for ERP module implementations.
• Supported end-users in training sessions and workshops, facilitating their adoption of ERP functionalities.
• Contributed to continuous process improvement initiatives, streamlining support procedures and enhancing customer satisfaction.
• Provided technical assistance for web-based applications, resolving user-reported issues and escalating complex cases as necessary.
• Collaborated with development teams to reproduce and debug software defects, ensuring timely resolution.
• Developed and maintained troubleshooting guides and knowledge base articles, enabling efficient issue resolution.
• Assisted in the creation and execution of test plans for new application features and enhancements.
• Contributed to process improvement initiatives, optimizing support workflows and enhancing customer satisfaction.
• Provided application support for a suite of financial software products, addressing inquiries and resolving technical issues.
• Collaborated with clients to gather requirements and customize software configurations, ensuring optimal functionality.
• Led the successful migration of a major client to the latest software version, resulting in improved performance and increased client satisfaction.
• Developed SQL queries and reports to extract and analyze financial data, supporting decision-making processes.
• Conducted training sessions for end-users, empowering them to utilize software features effectively.
• Provided technical support for mobile application platforms, assisting users in troubleshooting and resolving issues.
• Collaborated with development teams to identify and resolve software defects, ensuring high-quality user experience.
• Performed rigorous testing and quality assurance activities, including load testing and compatibility testing on various devices.
• Developed user guides and documentation, simplifying user onboarding and reducing support inquiries.
• Participated in regular team meetings to discuss emerging issues and share knowledge with colleagues.

Quantifying impact on your resume

• Include the number of applications or systems you have supported. This shows your capability to handle multiple tasks and manage complexity.
• List the number of software bugs or issues resolved, which indicates problem-solving skills and efficiency.
• Quantify the percentage improvement in system uptime or availability due to your contributions, demonstrating your impact on system stability.
• Detail the number of users you've supported or trained, showing your ability to communicate and transfer knowledge effectively.
• Mention the frequency of status reports or documentation you've produced as this demonstrates accountability and thoroughness.
• Highlight any reduction in support ticket resolution time under your service, indicating efficiency and user satisfaction.
• Showcase the size of the data sets you have worked with, illustrating your ability to handle large-scale data operations.
• Note the number of process improvements or automations implemented, proving your initiative and drive for efficiency.

Building a application support analyst resume when experience is sparse

If you're light on relevant experience, consider highlighting:

• Short-term roles or internships undertaken during your academic years.
• Contractual roles, emphasizing their relevance and the outcomes achieved.
• Alternative resume formats, such as functional or hybrid, that spotlight your skills.
• Research roles, especially if they involved significant projects or if your contribution was pivotal to the project's success.
• Resume Keywords
• Resume Buzzwords

Remember, the experience section isn't just about traditional roles. It's a space to highlight all professional learning, whether from internships, contract roles, research projects, or other relevant experiences. If it's added value to your skill set for the application support analyst role, it deserves a mention.

Recruiters always care about the skill set you'd bring about to the application support analyst role. That's why it's a good idea to cherry pick yours wisely, integrating both hard (or technical) and soft skills.

Hard skills are gained through studying, are certifiable, and it's impossible to do your job without them. All in all, they show your suitability for the technical aspect of the role.

Your soft skills are those personality traits you've gained over time and most often than not - outside of the workplace. Soft skills are more difficult to quantify but are definitely worth it - as they show how you'll fit and adapt into a new team environment.

How do you build the skills section of your resume?

• Include up to five or six skills in the section as keywords to align with the advert.
• Create a specific technical skills section to highlight your hard skills aptitude.
• Read more about the culture of the company you're applying and cherry pick the soft skills you have that deserve a mention.
• Make sure you answer the majority of the job requirements that are in the advert within your skills section.

A application support analyst's resume requires a specific skill set that balances both industry-specific hard skills with personal, soft skills. Discover the most often used ones on application support analyst resumes from our list:

Top skills for your application support analyst resume

Understanding of application lifecycle management

Knowledge of SQL and databases

Troubleshooting and debugging skills

Experience with ITSM tools like ServiceNow or Jira

Understanding of software development methodologies, e.g., Agile, Scrum

Technical understanding of operating systems, e.g., Windows, Linux

Knowledge of scripting languages such as Python, Shell scripts

Familiarity with cloud platforms like AWS, Azure

Knowledge of network protocols, firewalls, and VPNs

Understanding of ITIL framework

Problem-solving skills

Excellent communication skills

Teamwork and collaboration

Customer service orientation

Analytical thinking

Time management

Detail-oriented

Adaptability

Stress management

If you're in the process of learning a pivotal skill for the role, mention this on your resume. It demonstrates initiative while maintaining transparency.

Your education and certification sections can be game-changers on your application support analyst resume, showcasing your commitment to professional growth.

For the education section :

• Highlight advanced education, noting the institution and duration.
• If you're currently studying, mention your expected graduation date.
• Exclude degrees that don't align with the job's requirements.
• If relevant, delve into your academic journey, spotlighting significant achievements.

When listing degrees and certifications:

• Feature those directly relevant to the role.
• Highlight recent and significant knowledge or certifications at the top of your resume.
• Provide essential details like the issuing institution and dates for credibility.
• Avoid listing irrelevant degrees or certifications, such as your high school diploma or unrelated specializations.

Remember, even if you're tempted to omit your education or certifications, they can offer a competitive edge, signaling a long-term commitment to the industry.

Best certifications to list on your resume

• Cisco Certified Network Professional (CCNP), Cisco
• Red Hat Certified System Administrator (RHCSA), Red Hat
• AWS Certified Cloud Practitioner (ACCP), Amazon Web Services
• CompTIA A+ Certification, CompTIA
• Certified Information Systems Security Professional (CISSP), International Information System Security Certification Consortium
• Certified Information Systems Auditor (CISA), ISACA

If you're in the process of obtaining a certification listed in the job requirements but haven't completed it yet, be transparent. Mention your ongoing training and the expected completion date. Honesty is always the best policy on a resume.

• Coursework on Resume
• Major Minor on Resume

Whether you opt for a resume summary or objective depends on your career trajectory.

• If you have a rich tapestry of relevant achievements, a resume summary can spotlight these accomplishments.
• If you're relatively new or transitioning, a resume objective can articulate your aspirations and how they align with the role.

Regardless of your choice, this section should encapsulate your unique value proposition, blending your technical and interpersonal strengths.

Resume summary and objective examples for a application support analyst resume

• Dynamic professional with over 8 years' experience in application support. Exceptional technical acumen with proficiency in SQL, Windows Server management, and .Net applications. Proven track record of reducing downtime by 15% through preventive troubleshooting.
• Exceptionally detailed-oriented individual boasting a 7-year stint in software development, now eager to leverage that knowledge in an application support role. Proficient in Python, SQL, and server monitoring tools. Successfully led the development of a key company product, improving efficiency by 20%.
• IT specialist with 5 years' experience in network administration, seeking to translate those skills into an application support role. In-depth understanding of server infrastructure and ITIL processes. Recognized for resolving critical issues leading to 18% increase in system stability.
• Data analyst with a 4-year tenure, keen to transition to application support. Strong grip on data management systems, SQL, and Python. Implemented a data-driven decision-making process, increasing operational efficiency by 10%.
• Recent graduate with a Bachelor's degree in Computer Science, eager to channel my technical prowess in Python, SQL, and Java to thrive in an application support setting. My goal is to utilize my problem-solving skills to ensure seamless application operations and user satisfaction.
• Passionate tech enthusiast pursuing a first step in the application support domain. Armed with a deep understanding of .Net framework and SQL, I am committed to using my strong troubleshooting skills to maintain and improve the performance of business-critical applications.

To give a fuller picture of who you are, consider adding these sections to your application support analyst resume:

• Awards - to showcase your achievements.
• Interests - to share passions outside of work.
• Publications - to highlight your contributions to the field.
• Projects - to spotlight significant accomplishments, even those outside of traditional work settings.
• The format and layout of your application support analyst resume should reflect your career experience;
• Use the resume summary and objective to highlight your most prominent accomplishments;
• Always be specific about your experience and consider what value each bullet adds to your application support analyst application;
• Consider how your academic background and technical capabilities could further showcase your alignment to the role;
• Your soft skills should contribute to your overall application support analyst profile - aligning your personality with your professional self.

Looking to build your own Application Support Analyst resume?

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• Application Support Specialist

5 Amazing application support specialist Resume Examples (Updated 2023) + Skills & Job Descriptions

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Application support specialist: resume samples & writing guide, employment history.

• Provide technical assistance and support to users
• Coordinate with other departments to ensure application performance
• Monitor applications performance and ensure availability
• Respond to user inquiries and requests
• Assist in the development and testing of new applications
• Perform system maintenance and backups
• Maintain user accounts and security settings

Do you already have a resume? Use our PDF converter and edit your resume.

• Develop and maintain application documentation
• Train users on new applications and features
• Diagnose and resolve application errors
• Implement application updates and upgrades
• Create and maintain application databases
• Develop and implement application policies and procedures

Professional Summary

• Troubleshoot technical problems with applications
• Monitor application performance and usage

Not in love with this template? Browse our full library of resume templates

Table of Content

• Introduction
• Resume Samples & Writing Guide
• Resume Example 1
• Resume Example 2
• Resume Example 3
• Resume Example 4
• Resume Example 5
• Jobs Description
• Jobs Skills
• Technical Skills
• Soft Skills
• How to Improve Your Resume
• How to Optimize Your Resume
• Cover Letter Example

application support specialist Job Descriptions; Explained

If you're applying for an application support specialist position, it's important to tailor your resume to the specific job requirements in order to differentiate yourself from other candidates. Including accurate and relevant information that directly aligns with the job description can greatly increase your chances of securing an interview with potential employers. When crafting your resume, be sure to use action verbs and a clear, concise format to highlight your relevant skills and experience. Remember, the job description is your first opportunity to make an impression on recruiters, so pay close attention to the details and make sure you're presenting yourself in the best possible light.

application support specialist

•  Directly involved in incident management procedures with the testing and development team.
• Creating and Handling Game promotions.
• Creating procedures to solve customer’s issues.
• Managing accounts and detailed Customer Service.
• Analyzing each game and creating promotion to avoid risk factors.
• Handling Escalation queries to solve the issues and to retain customers.
• Managing required reports and completing the tasks in the given time.
• Proposed technical feasibility solutions for new designs and suggested options for performance improvement of technical components.
• Provided documentation on start-up, shut down and first-level troubleshooting of technical processes to support desk staff.
• Advocated for aggressive testing and problem analysis for server, desktop and IT infrastructure work.
• Implemented company policies, technical procedures and standards for preserving integrity and security of data, reports and access.
• Directed onsite training for business users to maximize productivity. 

senior application support specialist

• Providing email based support for Ringo – Low Cost International Calling App
• Providing email as well as chat based support for Flock – An Enterprise Communication App
• Generating weekly/monthly reports based on feature requests as well as bugs.
• Creating and maintaining the FAQ page for Ringo and Flock
• Automating the chat based support for Flock by using the answer BOT
• Developed UI forms for Web Clarify using ASP
• Developed SQL stored procedures for user management
• Writing unit and functional testcases.
• Executing the testcases.
•  Documented success serving as support liaison between client and multiple internal teams to ensure specifications and deadlines were continually met.
•  Provided expert application support for all versions of ADP’s product offerings.
• Key focus on error analyses, troubleshooting, issue resolution proposal/implementation/maintenance of solutions.
•  Partnered with client/payroll specialist teams to deliver support and assistance on impending, deadline-approaching tasks and requests.

application support specialist Job Skills

For an application support specialist position, your job skills are a key factor in demonstrating your value to the company and showing recruiters that you're the ight fit for the role. It's important to be specific when highlighting your skills and ensure that they are directly aligned with the job requirements, as this can greatly improve your chances of being hired. By showcasing your relevant skills and experience, you can make a compelling case for why you're the best candidate for the job.

How to include technical skills in your resume:

Technical skills are a set of specialized abilities and knowledge required to perform a particular job effectively. Some examples of technical skills are data analysis, project management, software proficiency, and programming languages, to name a few. Add the technical skills that will get hired in your career field with our simple-to-use resume builder. Select your desired resume template, once you reach the skills section of the builder, manually write in the skill or simply click on "Add more skills". This will automatically generate the best skills for your career field, choose your skill level, and hit "Save & Next."

• Data Analysis
• Troubleshooting
• Quality Assurance
• Database Management
• Risk Management
• Computer Literacy
• Technical Writing
• System Administration
• Programming
• Software Testing
• Documentation
• Customer Service
• Cloud Computing
• System Architecture
• Technical Support
• Operating Systems

How to include soft skills in your resume:

Soft skills are non-technical skills that relate to how you work and that can be used in any job. Including soft skills such as time management, creative thinking, teamwork, and conflict resolution demonstrate your problem-solving abilities and show that you navigate challenges and changes in the workplace efficiently. Add competitive soft skills to make your resume stand-out to recruiters! Simply select your preferred resume template in the skills section, enter the skills manually or use the "Add more skills" option. Our resume builder will generate the most relevant soft skills for your career path. Choose your proficiency level for each skill, and then click "Save & Next" to proceed to the next section.

• Communication
• Interpersonal
• Time Management
• Problem Solving
• Decision Making
• Critical Thinking
• Adaptability
• Organization
• Public Speaking
• Negotiation
• Conflict Resolution
• Attention to Detail
• Self-Motivation
• Stress Management
• Collaboration
• Strategic Thinking
• Emotional Intelligence
• Flexibility
• Reliability
• Professionalism
• Project Management
• Presentation
• Written Communication
• Social Media
• Supervisory
• Financial Management
• Visualization
• Business Acumen
• Process Improvement
• Relationship Management.

How to Improve Your application support specialist Resume

Navigating resume pitfalls can mean the difference between landing an interview or not. Missing job descriptions or unexplained work history gaps can cause recruiters to hesitate. Let's not even talk about the impact of bad grammar, and forgetting your contact info could leave your potential employer hanging. Aim to be comprehensive, concise, and accurate.

Provide your Contact Information and Address Year Gaps

Always explain any gaps in your work history to your advantage..

• Employers want to know what you've accomplished, so make sure to explain any gaps using a professional summary.
• Adding extra details and context to explain why you have a gap in your work history shows employers you are a good fit for the position.

How to Optimize Your application support specialist Resume

Keep an eye out for these resume traps. Neglecting to detail your job roles or explain gaps in your career can lead to unnecessary doubts. Grammar blunders can reflect negatively on you, and without contact information, how can employers reach you? Be meticulous and complete.

• Provide technicle assistance and support to user's
• Develop and maintain application documentations
• Creat and maintain application databses
• Creat and maintin applicatin databases
• Develp and maintin applicatin documentation
• Co-ordinate with other departmnts to ensure applicatin performance
• "I went to the store to buy some food
• I went to the store too buy some food.

Include Job Descriptions and Avoid Bad Grammar

Avoid sending a wrong first impression by proofreading your resume..

• Spelling and typos are the most common mistakes recruiters see in resumes and by simply avoiding them you can move ahead on the hiring process.
• Before submitting your resume, double check to avoid typos.

application support specialist Cover Letter Example

A cover letter can be a valuable addition to your job application when applying for an application support specialist position. Cover letters provide a concise summary of your qualifications, skills, and experience, also it also gives you an opportunity to explain why you're the best fit for the job. Crafting a cover letter that showcases your relevant experience and enthusiasm for the Accounts Payable role can significantly improve your chances of securing an interview.

To the respected Walmart Recruitment Team

I am excited to apply for the Lead Application Support Specialist position at Walmart. As a highly skilled Application Support Specialist with 6 years of experience in Administrative & Clerical, I am confident that I can contribute significantly to your organization.

As someone who has always been driven by a desire to solve complex problems and make a difference in the world, I have pursued opportunities to learn and grow throughout my life. My experience in this field has equipped me with valuable skills such as Technical and Risk Management that have planted in me a great work ethic. I am excited to apply these skills and my enthusiasm for Administrative & Clerical to the role and contribute to your organization's success.

I appreciate the opportunity to apply for the Lead Application Support Specialist position. I am committed to making a positive impact on the world, so I am thrilled about the opportunity to join your team and work towards achieving our shared goals for the betterment of everyone.

Showcase your most significant accomplishments and qualifications with this cover letter. Personalize this cover letter in just few minutes with our user-friendly tool!

Related Resumes & Cover Letters

Contemporary

Professional

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Application Support Specialist Resume Guide

Application Support Specialists help maintain and troubleshoot software applications. They provide technical support to customers, test systems for potential problems, develop solutions to application issues, and assist in the implementation of new applications.

Your technical support and troubleshooting prowess is remarkable, but potential employers don’t know about your expertise. To draw attention to your application support abilities, you must create a resume that stands out from the rest.

This guide will walk you through the entire process of creating a top-notch resume. We first show you a complete example and then break down what each resume section should look like.

Table of Contents

The guide is divided into sections for your convenience. You can read it from beginning to end or use the table of contents below to jump to a specific part.

Application Support Specialist Resume Sample

Robyn Gorczany Application Support Specialist

[email protected] 531-239-1244 linkedin.com/in/robyn-gorczany

Proficient application support specialist with 4+ years of experience in resolving customer inquiries, troubleshooting issues, and providing solutions. At XYZ Company, identified and fixed a recurring bug that saved the company an estimated $20K/year. Recognized for my ability to quickly identify problems and develop creative solutions to complex technical challenges. Adept at creating innovative tools to improve operational efficiency while maintaining excellent customer service standards.

Application Support Specialist, Employer A Charleston, Jan 2018 – Present

• Resourcefully formulated and implemented application processes to improve internal system operations, resulting in a 25% reduction of downtime.
• Introduced innovative solutions for resolving customer queries quickly and efficiently, as well as providing technical support over the phone or online; successful resolution rate increased by 45%.
• Achieved cost savings of $10,000 through streamlining existing software applications and eliminating redundant systems.
• Presented monthly reports on the status of user access levels and data security compliance updates across all departments within the organization; ensured full adherence to corporate standards at all times.
• Assisted more than 500 users with various IT related issues such as account setup, login problems & system maintenance tasks each month; average response time decreased from 4 hours to 2 hours per case on average.

Application Support Specialist, Employer B Vancouver, Mar 2012 – Dec 2017

• Improved customer satisfaction by 70% through troubleshooting and resolving application-related issues within 24 hours.
• Tested, debugged and validated software applications to ensure they met customer requirements prior to release; reduced errors in the codebase by 18%.
• Documented system functionality according to best practices; created 20+ user manuals with step-by-step instructions for end users that increased product adoption rates by 30%.
• Streamlined customer service process flow using automated support tools, resulting in a 45% reduction of time spent handling requests over 6 months period.
• Actively monitored application performance metrics such as response times and uptime availability, ensuring stability of key production systems at all times.
• Troubleshooting
• Technical Support
• Active Directory
• Windows Server
• Microsoft SQL Server
• Software Documentation

Bachelor of Science in Computer Science Educational Institution XYZ Nov 2011

Certifications

Microsoft Certified Solutions Associate (MCSA): Application Support Microsoft May 2017

Related Resume Examples

• Application Support Analyst
• Technical Support Specialist
• Technical Support Engineer
• Technical Support Analyst
• Application Support Engineer
• Support Engineer
• Desktop Support Technician

1. Summary / Objective

Your resume summary or objective is like an elevator pitch – it should provide the employer with a brief overview of your qualifications as an application support specialist. In this section, you can mention the technical skills and certifications that make you stand out from other candidates, such as experience troubleshooting software issues or expertise in specific programming languages. You could also talk about how you have successfully managed customer service inquiries in the past and reduced downtime for applications.

Below are some resume summary examples:

Hard-working application support specialist with 7+ years of experience providing technical assistance and troubleshooting for complex software applications. At XYZ, successfully supported over 200 customers at one time while resolving 95% of their issues within the first call. Looking to join ABC as an application support specialist where I can leverage my expertise in problem solving and customer service to ensure a quality user experience for all clients.

Talented application support specialist with 5+ years of experience troubleshooting software applications. Proven ability to coordinate between technical teams, clients and vendors while providing excellent customer service. At Company X, drove a 30% decrease in incident resolution time by implementing a ITIL-based process framework. Ready to join ABC Tech to help maintain high levels of application performance for the company’s global user base.

Accomplished application support specialist with 5+ years of experience in providing technical assistance to users. Highly skilled at troubleshooting, problem solving and diagnosing complex issues related to applications. Experienced in managing multiple requests simultaneously while delivering quality service and timely resolution. At XYZ, reduced application downtime by 50% through proactive monitoring and preventive maintenance strategies.

Diligent application support specialist with 7+ years of experience providing application guidance and troubleshooting services. Skilled in identifying, diagnosing, and resolving complex technical problems while maintaining high customer satisfaction ratings. At XYZ Company, managed incoming cases for over 50 applications across multiple platforms. Excelled at quickly responding to inquiries and resolving issues within 24 hours or less.

Skilled application support specialist with 5+ years of experience supporting various enterprise applications. At XYZ, managed and monitored application performance for 500+ users. Adept at troubleshooting complex customer problems over the phone or in person, as well as providing proactive system maintenance to ensure optimal performance. Experienced in developing technical documentation for new products and services.

Determined Application Support Specialist with 5+ years of experience providing technical support to users in a fast-paced environment. Proven track record of successfully troubleshooting and resolving application issues quickly and efficiently while maintaining customer satisfaction. Seeking an opportunity at ABC Company to utilize my expertise in software applications, customer service, and problem solving skills.

Driven application support specialist with 3+ years of experience in troubleshooting, testing and maintaining software applications. Proven ability to improve system performance by 27% through the implementation of innovative solutions. Adept at managing customer relationships and ensuring high levels of customer satisfaction. Seeking an opportunity to join ABC Tech as a part of their application support team.

Dependable application support specialist with 7+ years of experience providing technical assistance to end users. Proven track record in troubleshooting application-related issues and resolving them within SLA timelines. Seeking a role at ABC as an Application Support Specialist where I can leverage my expertise in problem solving and customer service to ensure the smooth running of applications for clients.

2. Experience / Employment

In the experience section, you should list your employment history in reverse chronological order. This means that the most recent job is listed first and then followed by previous roles.

When writing what you did at each of these jobs, stick to bullet points as much as possible; this makes it easier for the reader to take in all of the information quickly. When providing details about what you did, be sure to include quantifiable results if applicable.

For example, instead of saying “Provided application support,” you could say “Deployed a new customer service ticketing system which resulted in a 20% reduction in response time.”

To write effective bullet points, begin with a strong verb or adverb. Industry specific verbs to use are:

• Troubleshot
• Implemented

Other general verbs you can use are:

• Coordinated
• Demonstrated
• Facilitated
• Participated
• Reorganized
• Represented
• Spearheaded
• Streamlined

Below are some example bullet points:

• Advised over 500 users on how to effectively utilize company software applications, resulting in a 20% increase in customer satisfaction.
• Represented the IT team during client meetings and conferences, providing technical support and demonstrating application capability; successfully increased sales revenue by $5,000 last quarter from upselling new features.
• Reliably monitored system performance for multiple applications using automated tools such as SolarWinds Orion & Nagios XI; reduced downtime incidents by 40%.
• Resolved over 300 user-reported bugs related to mobile apps within 1 hour of receiving reports; improved system stability by 75%.
• Upgraded five legacy systems with modern technologies such as AI/ML algorithms and cloud computing solutions to improve scalability, resulting in 30% cost savings annually.
• Reorganized application support processes and procedures, resulting in a 15% reduction of system downtime for over 200 users.
• Developed an automated ticketing system to track customer queries and resolutions; improved turn-around times by 50%.
• Demonstrated expertise in troubleshooting software issues, resolving technical problems within 4 hours on average throughout the year.
• Implemented effective strategies that increased user satisfaction rates by 25%, while also reducing overall application maintenance costs by $5,000 per quarter.
• Diligently tested new applications before release to ensure compatibility with existing systems; reduced errors reported after launch time by 30%.
• Coordinated with a team of 8 engineers to provide timely application support, overseeing the resolution of 300+ customer inquiries and issues each month.
• Reduced downtime by an average of 20% through proactive maintenance while also troubleshooting over 75 software errors reported per day.
• Supported customers in utilizing new applications with comprehensive training sessions, resulting in a 10% increase in user satisfaction ratings across all platforms within 3 months.
• Consistently maintained 99% system availability during peak times by streamlining processes and updating hardware configurations as needed; saved an estimated $25K annually on IT costs due to improved performance efficiency.
• Analyzed complex data sets to identify trends or patterns that indicate potential system malfunctions before they occur; averted costly outages and prevented business losses amounting up to $10K every quarter.
• Thoroughly analyzed, diagnosed and resolved user application issues within 24 hours on average, resulting in a 30% decrease in customer service tickets.
• Prepared detailed documentation for end-users to facilitate the usage of applications; improved understanding among users by 35%.
• Mentored junior IT team members on troubleshooting techniques and strategies used when providing support services; increased efficiency by 20%.
• Structured weekly training sessions with colleagues to ensure that all personnel had up-to-date knowledge of software updates and enhancements; reduced downtime incidents by 40%.
• Expedited the transition from legacy systems to modernized versions for 6 large clients, allowing them to benefit from efficiencies associated with new technology within 2 weeks per project.
• Assessed customer needs for software applications and provided technical support services to over 250 users daily, resolving 95% of application issues within 48 hours.
• Revised existing processes and procedures that optimized the customer service experience by reducing response time from 72 hours to 24 hours on average.
• Spearheaded a comprehensive system analysis project that resulted in an increase of 20% customer satisfaction ratings with the IT help desk team’s performance over 6 months.
• Compiled detailed reports outlining any hardware/software malfunctions or user errors encountered during troubleshooting sessions; raised awareness among colleagues regarding potential risks identified while supporting customers with their technical queries/issues related to applications usage and functionality.
• Proficiently managed multiple databases containing relevant information about company products & services, ensuring data accuracy through regular reviews conducted every two weeks without fail; reduced erroneous entries by 50%.
• Debugged software applications and resolved technical problems with over 85% success rate, resulting in increased customer satisfaction.
• Optimized existing systems to ensure smooth operations of networks and software; cut down troubleshooting time by 40%.
• Installed new application releases, system upgrades, patches and security solutions for 2000+ clients across multiple platforms including Windows & Mac OS X.
• Efficiently provided front-line support for end-users through emails and phone calls; responded to inquiries within 24 hours or less on average while maintaining 95% client retention rate year-on-year.
• Participated actively in team meetings to discuss strategies related to application development projects as well as escalating issues that required immediate attention from the IT department management team members.
• Utilized technical knowledge and expertise to troubleshoot and resolve over 200+ software application issues for customers a day, resulting in a 95% customer satisfaction rate.
• Managed the installation of new applications; reduced deployment time from 3 days to 1 hour by automating processes using scripting tools.
• Troubleshot advanced technical problems related to user access security, system upgrades and other hardware-related malfunctions with professionalism and efficiency, often providing solutions within 30 minutes or less per issue reported.
• Confidently provided remote support when necessary via video calls or team collaboration apps while keeping systems secure through strict adherence of cybersecurity protocols at all times.
• Facilitated training sessions on newly introduced software applications for end users; enabled 500+ employees across multiple departments to become proficient in their use within 2 weeks of launch date.
• Assisted more than 300 users on a daily basis with application installation and troubleshooting, resolving technical issues within an average of 4 hours.
• Monitored software performance and usage metrics to identify potential problems early; reduced user downtime by 15%.
• Independently configured remote access solutions for over 50 users, providing them secure access to company applications from any location.
• Developed detailed system process guides which enabled new employees to learn how the applications work in 2 weeks instead of 2 months previously required.

Skill requirements will differ from one employer to the next; this can easily be ascertained from the job posting. Organization A may require the candidate to have experience with Microsoft Office and Organization B may require them to have experience with Oracle databases.

It is essential that you tailor your skills section of your resume accordingly, as many companies use applicant tracking systems these days which scan resumes for certain keywords before passing them on to a human.

In addition, it’s important not just list the skills here but also elaborate on how you’ve used those particular ones in other sections such as the summary or work history sections.

Below is a list of common skills & terms:

• Business Analysis
• Change Management
• Computer Hardware
• Data Analysis
• Disaster Recovery
• Help Desk Support
• Information Technology
• Integration
• Microsoft Exchange
• Network Administration
• Operating Systems
• Process Improvement
• Requirements Analysis
• Software Development
• Software Installation
• System Administration
• Team Leadership
• Time Management
• Vendor Management

4. Education

Mentioning an education section on your resume will depend on how much experience you have in the field. If you just graduated and are applying for an application support specialist role, include your education below your resume objective. However, if you have years of experience in the industry already, it might not be necessary to mention any educational background at all.

If including an education section is relevant to the job description or desired skillset, try to highlight courses related to application support that demonstrate a strong understanding of this specialty area.

5. Certifications

Certifications demonstrate to a potential employer that you have the knowledge and skills necessary for the job. Having certifications from reputable organizations can help give your resume an edge over other applicants, as it shows that you are committed to developing yourself professionally.

When applying for jobs, make sure to include any relevant certifications in your resume so employers know what qualifications you possess. This will show them that you are qualified and knowledgeable about the field they’re hiring for.

6. Contact Info

Your name should be the first thing a reader sees when viewing your resume, so ensure its positioning is prominent. Your phone number should be written in the most commonly used format in your country/city/state, and your email address should be professional.

You can also choose to include a link to your LinkedIn profile, personal website, or other online platforms relevant to your industry.

Finally, name your resume file appropriately to help hiring managers; for Robyn Gorczany, this would be Robyn-Gorczany-resume.pdf or Robyn-Gorczany-resume.docx.

7. Cover Letter

Submitting a cover letter is still a great way to make your job application stand out from the competition. It’s an opportunity for you to explain why you’re the perfect fit and provide recruiters with more details about your skills, qualifications and experience that are not already mentioned in your resume.

A cover letter usually consists of two to four paragraphs that should be tailored specifically for each role you apply for. By writing one, it helps employers get a better understanding of who you are as a professional and what value you can bring to their company or organization.

Below is an example cover letter:

Dear Luella,

I am writing in response to your posting for an Application Support Specialist. With my experience in customer service and technical support, as well as my strong problem-solving skills, I am confident that I would be a valuable asset to your team.

In my current position at XYZ Corporation, I provide Tier 1 support for a variety of software applications. I troubleshoot issues and escalate tickets when necessary. I also work closely with the development team to test new releases before they are deployed to production. In addition, I create and maintain documentation for all supported applications.

Through my work experiences, I have developed excellent communication and interpersonal skills. My ability to explain technical concepts to non-technical users has been particularly helpful in resolving issues quickly and efficiently. Additionally, I have a proven track record of being able to learn new technologies quickly and effectively.

I believe that as an Application Support Specialist on your team, I could help resolve any application issues that may arise while providing high quality customer service. Enclosed is a copy of my resume which provides additional information on my background and qualifications. If you should have any questions or need clarification on anything, please do not hesitate to contact me at [phone number] or [email address]. Thank you for your time and consideration; I look forward to hearing from you soon!

Application Support Specialist Resume Templates

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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.

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• 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

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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

Related Job Titles

Application Support Specialist Resume Samples

The application support specialists are accountable for providing technical support to various applications, compilers, system-level software and other computing applications. A professional application support specialist is responsible for carrying out various roles and responsibilities such as – modifying existing software, correcting errors , upgrading interface, upgrading new systems , recommending installations, preparing and maintaining reports, training users on applications and creating documents.

Irrespective of work setting, the application support specialists should show familiarity with operations and functioning of applications, have a good understanding of computer hardware, practical knowledge of computer engineering, a thorough understanding of design technology tools and transmission, switching, broadcasting and governing principles. To start a career in this line, candidates should depict in the Application Support Specialist Resume a degree in computer science with professional experience in related area.

• Resume Samples
• Application Support Specialist

Application Support Specialist Resume

Headline : Experienced in leading, and mentoring network, technical, client support, & quality assurance teams. Install and Promote excellent trouble shooting, & communication skills, while managing multi-shift multi-national high energy, high pressure, fast paced environments. Performing executive roles in client services and security environments to isolate and resolve issues/errors expeditiously, and cost effectively.

Skills : Microsoft Office, Adobe CS, Crystal Reports.

Description :

• Recorded customer's technical infrastructure information and created problem reports, advised of temporary workarounds if available.
• Documented information received/sent both internally and externally.
• Documented troubleshooting steps, processes and resolution steps for customer reported issues.
• Resolved issues involving error messages received, access denied, time outs, frozen screens, etc.
• Accurately and expeditiously using proven troubleshooting methodology policy and procedure documentation.
• Monitored and processed all incoming web traffic and emails, sent first response immediately.
• Performed troubleshooting, data migrations, interoperability of risk software, performance issues.
• Performed windows server administration, maintained high levels of client satisfaction using strong communication skills.
• Coordinated & communicated effectively with other team members at all levels of the organization.

Application Support Specialist I Resume

Summary : Leverage formal, best-practice change, risk, issue, and release management methodologies to ensure seamless deployments of bug fix/enhancement code and major software releases. Play instrumental role in code testing, documentation, build, deployment, and verification life cycle.

Skills : Microsoft Office, Windows, Unix, AWS, XL Deploy, Bladelogic.

• Provide application support for securities industry regulation organization, serving as gatekeeper for software release into the production environment for 180+ assigned applications.
• Coordinate weekly production deployments and major software releases, producing change requests and conducting comprehensive impact analyses.
• Manage deployments through all environments - QA, INT, DEV, and Production - in compliance with formal change and release management policies and procedures.
• Build and package code for deployment; document, track and manage all deployment issues.
• Liaise and collaborate extensively among application developers, testers, database administrators (DBA), business analysts, and project managers.
• Coordinate & communicated effectively with other team members at all levels of the organization.
• Perform troubleshooting, data migrations, interoperability of risk software, performance issues.

Application Support Specialist-IT Resume

Summary : Seeking for a position that fully utilizes educational and professional background and provides opportunities for advancement based on performance.

Skills : Microsoft Server Administration, Network Monitoring, Vendor Communicating, Application Support Specialist.

• Document and troubleshoot problems and drive to resolution.
• Provide training to internal/external support or train other levels of support on the subject matter to the business.
• Collaborate with other groups and organizations to provide service for infrastructure changes, improve and sustain the data quality of the applications.
• Used appropriate designated work instructions and other instructions to execute routine tasks.
• Ensure confidentiality and security of all information.
• Accurately performed data entry in accordance with department policies and procedures.
• Perform other duties as may be assigned by management.
• Manage ticket queue for cases submitted to support through the on-line trouble ticket.
• Diagnose complex client service issues that included system variables, configuration, permissions, and inter-operability.

Application Support Specialist-Analyst Resume

Summary : Application Support Specialist with experience supporting, administrating and programming Solar eclipse, and web-based applications achieving high customer satisfaction. Expertise spans implementing changes, building customer relationships, adapting to changing corporate environments with a passion for helping customers with their problems while following the business process.

Skills : Programming, Scope Definition, System Upgrades, Risk Assessment & Management, Quality Assurance, Configuration, Business Partnering, International Team Leadership, Visual Basic, HTML, PL/SQL, SQL, JAVA, Agile & Scrum Process.

• Provided application-level phone/email support to customer's issues in accordance with established service level agreements (SLA).
• Implemented database changes and new software version rollouts.
• Analyzed user problems, provided regular updates to customers on open support issues in the ITSM service ticket tracking system.
• Wrote and executed SQL and PL/SQL simple to complex query statements to retrieve, analyze and index data values.
• Collaborated with Customers / Vendors on improper data receiving process procedures and missing delivery data to improve the business process.
• Provided end-user training to new users, on new application deployments, software upgrades, and application handoffs.
• Assisted in continual editing and updating of training materials and manuals.
• Analyzed issues with WebLogic / Websphere middleware, stopped/restarted services, configure/install new.EAR and.WAR files to keep production flowing.

Application Support Specialist-Technical Resume

Summary : Versatile, dedicated IT professional with 12+ years' experience leading technical support and application release management efforts within diverse enterprise environments. Leverage formal, best-practice change, risk, issue, and release management methodologies to ensure seamless deployments of bug fix/enhancement code and major software releases. Play an instrumental role in code testing, documentation, build, deployment, and verification life cycle.

• Provide application support for on-prem and cloud-based application teams, serving as gatekeeper for software release into the production environment.
• Manage deployments through all environments--QA, INT, DEV, and Production-in compliance with formal change and release management policies and procedures.
• Leverage a wide range of technology to support the end-to-end software release life cycle, including - Team Foundation Server to review documents/code of scheduled deployments.
• Assist with the onboarding and training of new clients.
• Provided all support remotely using pc anywhere, NetMeeting, and remote desktop.

Application Support Specialist II Resume

Summary : An experienced Application Support Specialist, providing maintenance and support for business-wide software applications, including troubleshooting end-users technological (software, hardware, VPN) issues in a Windows environment.

Skills : Microsoft Word, Microsoft Excel, Microsoft Outlook, Microsoft Windows, Microsoft Powerpoint, SQL, Microsoft SQL Server, Active Directory, Customer Service, Vendor Management, VPN, TCP/IP.

• Responsible for providing maintenance and support for the credit union's core processing system and peripheral systems.
• Support, monitor, test and troubleshoot software and hardware problems pertaining to the Local Area Network in a Windows environment.
• Responsible for change management for all upgrades and changes made to system components in a manner that allows for notification to affected parties.
• Provide in-person, telephone and remote support to end-users with a defined service level agreement using a helpdesk ticketing system (Manage Engine, Track-It).
• Tickets are prioritized by the effect on the business and impact to perform business functions.
• Daily correspondence with third-party vendors to maintain the integrity of business functions.
• Coordinate weekly production deployments and major software releases, and conducting comprehensive impact analyses to orchestrate release management processes.

Business Application Support Specialist Resume

Summary : Creative, analytical and detail-oriented Support Professional with the ability to develop and design new strategies to benefit employer needs. Held specialized roles at Fortune 500 companies and proven adaptability in a variety of roles. Experienced in multitasking with various types of projects, meeting or exceeding expectations. Successful working as a point of contact with both clients and vendors and learning new tasks quickly.

Skills : Customer Service, Desktop Support, Application Support, Microsoft Office Products, NCR, SAP.

• Created back-end processing for screens in RPG Free in a Rational Development programming framework using embedded DB2 SQL extensively.
• Created reports for subsystem using DB2 WebQuery, enhancing the reports with WebFOCUS code, also gained extensive experience supporting the company.
• Answered technical and logistics questions (approximately 20 - 25 a day) about supported Summation products from summation customers, partners, and employees.
• Researched answers to customers' technical questions and provided training for new employees.
• Contacted clients with open incidents in accordance with support procedures to provide incident status reports.
• Worked closely with all members of the sales team to ensure complete customer satisfaction.
• Coordinated weekly production deployments and major software releases, and conducting comprehensive impact analyses to orchestrate release management processes.

Application Support Specialist III Resume

Objective : An experienced professional is now seeking a full-time position in a major company with long-term career potential for advancement and growth.

Skills : C#, MS SQL, Java, VBScript.

• Planed, implemented, and managed multiple client projects simultaneously, by developing project goals.
• Trained, consulted, and provided documentation to project participants, and directed project staff, managed budgets within contract boundaries.
• Communicated project progress by planning, facilitating and conducting meetings.
• Consulted on project direction with clients and staff, and provided on-going software support and customer service as needed.
• Developed project scope and implementation schedule, and provided the on-going evaluation of project progress.
• Managed the project timeline, operation flow, and project schedule to ensure that all deadlines were met.
• Acted as a mentor, leader, and supervisor for project staff, and defined schedules, roles, and responsibilities for project phases.
• Managed all training activities and ensured that staff and client questions and issues were resolved.

Sr. Application Support Specialist Resume

Objective : Self-motivated and talented IT Application Support Analyst with over 4 years of experience in supporting, implementing and testing software applications. The flexible individual that enjoys taking on new challenges, and quickly learning new applications. Looking for a challenging position as an IT Analyst where one can grow and utilize technology and customer service skills.

Skills : Adobe Suite, MS Office, Customer Service, Client Relationship, Networking.

• Responsible for support of multiple systems including Field Ticket Application used by business and field users.
• Provide guidance to system users on system functions and investigated any issues in the application work with vendors to ensure software business problems.
• Able to pull data from various transactional tables to troubleshoot issues and provide data extracts.
• Coordinate and communicate with outside parties on B2B and electronic data transfers used for electronic invoicing.
• Meet with users to define detailed requirements, troubleshoot critical issues and promote future enhancements.
• Produce documentation for testing plans, release notes and user guides/training.
• Perform QA testing and for new and existing software to ensure application specifications and functionality.

Objective : Highly motivated team player with excellent customer communication skills focused on positive results. Maintains high standards and accountability for work and committed to achieving company objectives. Adaptable, reliable, and always willing to take initiative.

Skills : C++, Java, Javascript, PHP, Perl, Linux, Citrix, Android.

• Acted as first point-of-contact for clients all over the country, ensured accurate documentation of software and application problems, and delivered timely resolution of issues.
• Handled requests for new services and provided support to clients over the phone as well as online.
• Performed troubleshooting with Faxes within the application.
• Held meetings with customers to gather specifications for custom reports.
• Fixed corrupt tables to maintain the integrity of the database and reporting system.
• Trained users on the basis of application including customization of reports based on business requirements.
• Followed processes and procedures of the company while dealing with all issues including escalation scenarios.
• Managed small and large scale projects with high operational, tactical, and business impact from inception to completion while ensuring achievement of deliverables within a timeline.

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Specialist, Application Support Resume Sample

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Work Experience

• Extensive knowledge of Customer Relationship Management, Document and Data Management
• Strong oral and written communication skills as well as strong analytical skills
• Experience in an hands-on application support/ tech lead role
• Experience in providing services to agreed SLA’s and OLA’s
• Microsoft Office / Office 365 especially Excel (Macros, Worksheets and add-ins)
• Participate as a project team member in supply chain improvement initiatives, including system upgrades
• Execute activities which optimise the SA Energy Supply Chain
• Generation of BRS, Functional and Technical specifications
• Provide first-line support across the SC value chain, including systems and super-user support
• Supporting of all user profile and access issues
• Operate & Maintain a database of helpdesk requests
• In collaboration with GRC, resolve SAP role conflicts and in the creation of new SAP user groups
• Test system changes and co-ordinate change management practices
• Obtain a thorough understanding of the business unit’s strategy and explain it to team members in such a way that they understand the contribution they have to make
• Primarily based at a key customer site but willingness to travel (internationally)
• Professional knowledge of Windows Server operating systems
• Responsible for applying operation break fixes and other proactive maintenance activities to keep the services up and running
• Responsible for evaluating the Issues reported by Tesla internal users and clients and providing ongoing solutions
• On handling EDI or Supply Chain or delivery systems
• Technical skills: .net, SQL Server, JavaScript, HTML, MS Windows
• Experience in Application support working in a globally distributed team
• Good experience with ITIL, BMC Remedy or Service Now and ticketing workflows
• Multi-task and manage multiple assignments in a fast-paced start-up environment
• Program and script tasks as required
• Use effective communication/interpersonal skills to deliver excellent customer service
• Escalate risk/issues to Manager or Senior analyst
• Take full ownership and follow up on project/s assigned

Professional Skills

• Demonstrated verbal communication skills (both in groups and one-on-on interaction) and teaching skills
• Possesses good organizational skills and time-management skills
• Have strong interpersonal skills and the ability/willingness to effectively communicate
• Can demonstrate customer management skills having the ability to drive outcomes & manage customer expectations,
• Excellent communication skills with the capability to listen and influence stakeholders,
• Proven track record of Supply chain experience and SAP SD, SAP MM experience
• Possesses above average problem solving skills

How to write Specialist, Application Support Resume

Specialist, Application Support role is responsible for customer, analytical, technical, english, telephony, mainframe, training, integration, database, security. To write great resume for specialist, application support job, your resume must include:

• Your contact information
• Work experience
• Skill listing

Contact Information For Specialist, Application Support Resume

The section contact information is important in your specialist, application support 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 Specialist, Application Support Resume

The section work experience is an essential part of your specialist, application support 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 specialist, application support responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular specialist, application support position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative Specialist, Application Support resume experience can include:

• Build strong and effective working relationships with peers, management, customers, and outside vendors
• Prior experience with troubleshooting at the application level
• Manage incidents and effectively communicate with users, application owners and senior stakeholders across all areas
• Effectively communicate problems and resolutions to various levels of the organization
• Proven development/support experience in large-scale, enterprise-style financial services applications
• Previous experience in troubleshooting & supporting applications running on Linux

Education on a Specialist, Application Support Resume

Make sure to make education a priority on your specialist, application support resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your specialist, application support 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 Specialist, Application Support Resume

When listing skills on your specialist, application support 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 specialist, application support skills:

• Good time keeping, task management and organizational skills
• Demonstrates fiscal responsibility by effectively using Partners resources
• Communicates Effectively: Actively listens and shares relevant information. Excellent communication – written and oral. Contributes to the culture of inclusion
• Learn new concepts quickly and effectively increasing knowledge base technically and
• Learn new concepts quickly and effectively increasing knowledge base technically and theoretically
• Apply technical and functional knowledge, analytical and problem solving skills to resolve client issues

List of Typical Experience For a Specialist, Application Support Resume

Experience for specialist, production application support resume.

• Review all non-functional requirements prior to release ensuring there is no impact to other applications and ensuring the right infrastructure is in place
• Maintain good working relationships with internal departments as well as 3rd party vendors
• Creating and delivering system configuration to application related systems
• Participating in long range planning, technology research, and future systems analysis for system environment changes
• Working understanding of ITIL processes

Experience For Olh-application Support Specialist Resume

• Working knowledge of the specific technology/tools/applications relevant to both the particular focus area and to a customer service environment
• Working with application developers, quality assurance, and operations to support customer-specific production systems
• Understand and maintain application monitoring and performance tuning tools to identify anomalies quickly
• Review technical issues, by troubleshooting and reviewing logs to identify technical issues
• Use logic and reasoning to identify strengths and weaknesses of alternative solutions, conclusions or
• Very customer service oriented, focusing on ‘white glove’ service
• A desire to be a part of a sales process at a growing company
• Knowledge of iSeries (AS/400) basic troubleshooting

Experience For Product & Application Support Specialist Resume

• Lead deploying new software updates/fixes and deliver changes that keep the service/tool “state of the art”,
• Responsible for testing, configuration and operational support,
• Pro-actively provides advice, support and monitoring to be ahead of potential issues; as well as be
• Call Center front-line customer facing position that supports and configures the hardware and software used in government system implementations
• Log Analysis and remote support of related hardware and software using Linux based tools

Experience For Support Application Specialist Resume

• Monitor Motorola Solutions CallWorks Infrastructure using a variety of tools. Take appropriate action to meet service level agreements
• Certified in one or more of the following Epic modules: Ambulatory, ASAP, Inpatient Orders and/or Clindoc, ADT, or Willow
• Provide architecture recommendations, debugging and problem resolution assistance to the Infrastructure and Application development teams
• Create scripting to automate common tasks with languages such as shell, Perl, Ant or Python
• Provide Application Server best practices training for application development teams as needed

Experience For Specialist Application Support Resume

• Create and debug scripts for automating day to day tasks and deployment
• Define and document ongoing administration and maintenance tasks
• Maintain and optimize operating system options and configurations
• Ensure adherence to the IS department’s Sarbanes-Oxley and other regulatory compliance requirements and follow all testing and verification guidelines
• Perform technical ""triage"" to confirm understanding of the request/issue, business impact and general level of effort to resolve

Experience For Application Support / Development Specialist Resume

• Manage and track sub-tasks across technical teams as needed using the firms service management solution platform
• Identify trending issues and suggest proactive action to reduce ticket volume and repetitive requests
• Deliver against standard operating procedures and target performance metrics
• Track and manage lite projects in the form of IT Maintenance initiatives by coordinating
• Passionate about client facing
• Performs troubleshooting at the application level
• Individually responsible for delivering technical diagnosis and solution prescription within his/her specific technology expertise and assigned applications
• Identify defects, discrepancies, and trends by ways of code debugging or log analysis
• Manage, support, and resolve complex technical issues arising in a calm and efficient manner

Experience For Line Application Support Specialist Resume

• Ensure there are no issues when moving into the production environment
• Manage open tickets and resolution times to ticket SLA’s
• Primary focus is to provide first call/touch technical assistance, support and troubleshooting to internal staff in the use of the various corporate applications and in-house developed clinical applications. Thisincludes, but is not limitedto
• 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
• Manage and implement work related goals established by the Director of Technology Services and Support
• Understand Horizon Media’s direction, structure, and requirements, to assist management in identifying and delivering the best possible technical solutions for all areas of business

Experience For IT Specialist, Application Support Resume

• Have an understanding of Horizon Media’s and reporting tools
• Technical liaison between application vendors’ support channels
• Design and development of solutions to meet business requirements/objectives,
• Technical support for the resolution of complex application/service problems,
• Continuous improvement and simplification of service architecture and infrastructure,
• Maintain vendor information in our matter management application
• Trouble-shoot and provide end-user support for our matter management and document management applications
• Centralized management for new hires and terminations

Experience For Rates / KDB Application Support Specialist Resume

• Provide exemplary Tier 1 technical support in a timely manner
• Document all reported issues and progress made, see issues through to resolution via case management software
• Escalate incidents that cannot be resolved based on specified time frames to relevant team members
• Take ownership of reported technical issues. Identify, communicate, and utilize appropriate resources to resolve respective issues
• Document and distribute Major Incident Review Reports at end of shift to next shift representative
• Become a knowledge expert to update and maintain data integrity of various internal database systems used by Motorola Solutions Emergency CallWorks
• We expect all candidates to be able to perform tasks with minimal supervision
• Become familiar with Motorola Solutions Emergency CallWorks policies and services
• Comply with Motorola Solutions quality and security policies

Experience For Application Deployment & Support Specialist Resume

• Have the drive to work closely with all other relevant teams to maximize all opportunities
• Provide support and education with Epic clinical and complementary application issues, oncall, and at-the-elbow with BWHC/BWFH end users
• Successfully install and configure JEE Application Servers(Tomcat, JBOSS,
• Websphere) , WebSphere MQ, WebSphere Portal
• Setup and configure clustered JEE applications
• Install and configure IBM HTTP Server and Apache server software and modify server software configuration as necessary

List of Typical Skills For a Specialist, Application Support Resume

Skills for specialist, production application support resume.

• Experience navigating directories, troubleshooting, and log analysis on Linux operating systems,
• Experience in and Monitoring and Alerting environment
• Experience and knowledge of automation and monitoring products on a large scale, covering both systems and application platforms
• Previous application support experience, including trouble shooting / Root Cause Analysis
• Experience developing and supporting Java and Sybase applications

Skills For Olh-application Support Specialist Resume

• Experience in (Express) Finance, specifically Billing and Pricing Application (Advantage)
• Inspire Others: Inspire people to deliver program mission, demonstrate the passion for the business and give people a reason to believe anything is possible
• Application development experience using Microsoft.NET Framework with C#,
• Possesses good work habits, including ability to work well with others
• Experience using products such as Websphere Portal with WCM enabled, WebSphere MQ
• Previous business analyst / application architecture experience in successfully delivering complex technology solutions within a defined SDLC
• Experience supporting level 1/2 unix applications

Skills For Product & Application Support Specialist Resume

• Experience providing L1/l2 unix application support
• Experience supporting core java applications
• Experience in software development, testing or support environment
• Comfort and experience working in a fast paced, high volume environment
• Previous experience working with a CRM such as Saleforce.com
• IT troubleshooting experience

Skills For Support Application Specialist Resume

• Ensure documented management approval is secured prior to making any changes to a production Environment
• Leverage knowledge of application, underlying technical environment and support resources to determine effective strategy
• Contribute to the success of the team by sharing experiences, lessons learned and best practices
• Ensures IT priorities related to application sun-downing, improvements and CPU reduction is completed
• Previous experience with Forwarding business
• Experience or eagerness to learn Live Chat/Chat Bot/AI technologies,
• Four years of experience in a large-scale Information Services environment
• Strong knowledge of JEE technology (Websphere, Tomcat, JBOSS)

Skills For Specialist Application Support Resume

• Unix and SQL experience
• SQL and Unix experience
• QL and Unix experience
• + 2 years’ work experience in SAP FICO
• Troubleshoots, reports and validates end-user reported problems
• More than 3 years’ relevant systems experience
• Work experience in a high volume IT Call Center
• Experience in application support required

Skills For Application Support / Development Specialist Resume

• Experience in release management required
• Overall relevant work experience
• Self starter with high attention to deal and a strong work ethic
• HP ALM experience is an advantage (Formerly HPQC)
• Tware experience
• Experienced in Epic clinical workflows and functionality
• Clinical care delivery experience
• Experience in Epic implementation and support

Skills For Line Application Support Specialist Resume

• Validate / troubleshoot connections to back-end resources
• Produce and maintain a proactive Availability plan that prioritizes IT availability improvements
• Maintain current knowledge and skill level appropriate with Shaw Goals
• Responding to escalation from Tier 1 teams within specified timing in order to restore service
• Rotating weekday / weekend / overnight On-call coverage required as business needs dictate

Skills For IT Specialist, Application Support Resume

• Programming Languages (Cobol, SQL, JAVA, Assembler, Perl)
• Support with small enhancement projects creating schedules, reviewing milestones and ensuring QA defects have been reviewed and fixed
• Install, assemble and deploy JEE applications using the admin console and configure automated deployment processes using Ant scripting
• Perform troubleshooting and diagnostic tracing of running applications
• Company sponsorship of various sports and social clubs (e.g. football, tennis, golf, shooting, yoga, running and many more)
• Responsible for providing set-up, troubleshooting and support of Find It/Capture It application
• Responsible for monitoring various reports and providing follow-up (i.e., incorrect provider mnemonics, diet and allergy rejections)
• Identify opportunities to use the toolset to drive automation and change within the organisation, focusing on improving service quality and automation

Skills For Rates / KDB Application Support Specialist Resume

• Assist with project management of various application driven projects, including upgrades, new implementations, user training, etc
• Continuously improve the service/tool by gaining insights using innovative customer engagement,
• Problem definition, root cause analysis, and solution development utilizing incident and problem management systems ensuring service levels agreements are met,
• Support JEE development teams during application Development, Quality Assurance, User Acceptance, Staging and Production
• Competitive salary and employee banking benefits
• Solves problems: Provides innovative solutions considering facts, data and risks
• On-going professional and technical trainings/certifications
• Work with the Incident Lead to manage outstanding issues across teams
• Identify and resolve medium to highly complex production problems for support of applications. Identify root cause and defining actions to eliminate recurrence

Skills For Application Deployment & Support Specialist Resume

• Provide production support (respond and resolve tickets, scheduling changes)
• Identify and promote champions within the towers who act as local SME’s for our tooling and promote alongside us
• Identify and work with key application leads, stakeholders and “process” leads (e.g. major incident managers) to drive adoption and maturity across all tooling
• Sets challenging goals and works diligently to achieve or surpass them
• Promotes change as necessary in a continually improving organization; is enthusiastic and optimistic in the face of change
• Environment understanding of database systems (DB2, Sybase, SQL)
• Environment understanding of TCP/IP
• Environment understanding of SNMP and MIBs
• Environment understanding of DHCP, DNS and SMTP

List of Typical Responsibilities For a Specialist, Application Support Resume

Responsibilities for specialist, production application support resume.

• Experience using OpenSUSE
• Excellent verbal and written communications and ability to interact with all levels of the organization
• Provide in depth application support via assorted media including telephone and online collaboration and chat tools
• Fast learner and someone who’s exploring opportunity to learn new technologies
• Microsoft Operating Systems (desktops and servers)
• UNIX (IBM AIX or Linux) Operating Systems
• Manufacturing environment: AIX, Windows Systems and Architectures, Office Network, Printers, Servers Phone System

Responsibilities For Olh-application Support Specialist Resume

• Expert in writing SQL queries and Shel scripts
• Participates in providing the required support necessary to implement, optimize and maintain the facility’s technological applications
• Actively participates in the implementation and upgrading of clinical applications
• Provides end-user support and training on Meditech and various applications
• Responsible for managing CenTrak badges and database

Responsibilities For Product & Application Support Specialist Resume

• Responsible for managing Vocera database
• Responsible for maintaining eHealth information in Meditech
• Provide SME knowledge on all monitoring and automation tools within the team
• Cognitive (“learning”) software
• Web application monitoring
• Open and manage IBM Problem Management Records (PMRS) and collect information as needed to resolve issues
• Develop and execute performance analysis plans
• Apply fixes and feature packs to Application Servers (Tomcat, JBOSS, Websphere)

Responsibilities For Support Application Specialist Resume

• Provide trend analysis of the availability, reliability and maintainability of IT components
• Participate regularly in business-oriented and technical projects, task forces, and status meetings, and become involved in business strategy discussions as early as possible
• Report directly to the Manager of Availability Management
• Plan, schedule, and implement projects on time
• Apply knowledge and practice of Shaw Information Systems Methodology
• Evaluate and implement assigned change requests
• Develop and maintain standards for systems management documentation
• Provide technical advice and assistance to Shaw personnel

Responsibilities For Specialist Application Support Resume

• Perform all activities within the established plans and schedules
• Negotiate timelines and communicate output to ensure customer expectations are met
• Deliver customized solutions and configurations in accordance with agreed schedules, procedures and standards
• Collaborate with colleagues within and across departments and drive completion of tasks
• Escalate risk and issues to Senior colleague or Manager
• Take full ownership and follow up on projects assigned

Responsibilities For Application Support / Development Specialist Resume

• Seek and respond to feedback
• Contribute to support knowledge base
• Proficient in SQL, SQL Server, XML/XSLT
• Knowledge of software development concepts and life cycles
• Diagnose and troubleshoot technical issues using resources that include personal technical ability, run book, solution database, diagnostics flow charts and senior members

Responsibilities For Line Application Support Specialist Resume

• Provide input to change control implementations, backup and roll-back plans
• Utilize and contribute to robust procedures and processes within the TechOps team
• The Smart Public Safety Solutions Support System Technologist is a front-line customer facing position that supports and configures the hardware and software used in government system implementations
• Providing guidance, assistance, coordination and follow-up on complex problems, while ensuring their resolution including documenting the application workflows to create the ability to identify issues at their different layers within the application architecture
• Identify alerts / processes that can be automated and then work with AppBank Engineering team in automating them
• Challenge existing application setup, processing and suggest different ways to solve problem or improve stability
• Develop reports that provide trending statistics to track and manage application health and support service performance

Responsibilities For IT Specialist, Application Support Resume

• Company’s working structure, policies, mission, and strategies; as well as the firm’s Business Units (BU) and operations
• Analyze and resolve application issues
• Improve application stability and performance by observing patterns, recurring failures and/or issues, and advise application owners on permanent fixes accordingly
• Adopt various tools developed by Client Engineering team to automate failures using machine learning techniques and notify discrepancies in the health of production and automation of health-restoration, with a focus on continuous measurement of risk and cost
• Actively participate in Change management process with view to manage risk in production environment
• Build and improve run books for generalists to minimize operational errors and gain fungibility/efficiency
• Willing to learn and troubleshoot/support proprietary technologies not available through market place. No knowledge of proprietary technologies is required pre-hire
• Experience with two or more of the following technical tools is required: Solaris, Windows, Red Hat Linux, Autosys/Tidal Scheduling, FeedHub, Tumbleweed File Transfer or related hardware and software applications
• Passionate innovators, creators, collaborators, and leaders who are up for the

Responsibilities For Rates / KDB Application Support Specialist Resume

• International projects, related to various models of construction machine, in company with certain recognition on the market
• We welcome knowledge of Citrix or ITIL Certification
• Knowledge of HTML and web page design (JavaScript, CSS, document object model); XML and web services
• Takes initiative, keeps promises, honors commitments, and takes responsibility for own actions or mistakes
• Network Equipment & Software (Cisco routers/switches and Cisco works)
• Storage Area Network environment
• Local area and wide area networks (LAN/WAN)
• Directory Services Software (LDAP, Microsoft Active Directory)

Responsibilities For Application Deployment & Support Specialist Resume

• Third Party products or software tools (Distributed, Network or Mainframe)
• J2EE Applications & Web servers (Distributed or Mainframe)
• Enterprise Service Bus (ESB) concepts
• High level of personal appearance
• Coordinates and tracks non-employee access
• Work with other application and infrastructure teams to ensure solutions are delivered in accordance with compliance guidelines, and are in line with other bank-wide initiatives. E.g. AWS

Related to Specialist, Application Support Resume Samples

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Updated: July 26, 2024 - The Application Support Specialist ensures smooth software and hardware operations, maintaining daily data availability and coordinating with the development team for testing and fixes. Responsibilities include identifying and resolving issues, monitoring support requests through various channels, and documenting solutions for recurring problems. Additionally, contributes to training materials and sessions for end users to improve system proficiency.

Tips for Application Support Specialist Skills and Responsibilities on a Resume

1 . application support specialist, hewlett packard enterprise, houston, tx.

Job Summary:

• Communicating with clients via phone, email, and remote web sessions during business hours
• Writing SQL scripts and installing new websites on the IIS server and SQL server backend
• Assisting with software upgrades for clients, contributing to knowledge base documents
• Testing and troubleshooting, conducting remote training
• Providing clients with guidance and training on how to best use the software
• Promoting the benefits of new features and enhancements to clients
• Sharing software enhancement ideas with development team
• Application support via phone, email and remotely for all products and services.
• Investigate issues, research and respond until a ticket is successfully closed
• Maintain accurate records of changes, customer interactions and work completed
• Follow and uphold data protection laws and client's best practice policies
• Participate in product development and testing and be a proactive participant in improving processes and products

Skills on Resume:

• Communication Skills (Soft Skills)
• Technical Skills (Hard Skills)
• Software Support and Troubleshooting (Hard Skills)
• Customer Service (Soft Skills)
• Knowledge Management (Hard Skills)
• Product Knowledge (Hard Skills)
• Collaboration (Soft Skills)
• Time Management and Prioritization (Soft Skills)

2 . Application Support Specialist, Slack Technologies, San Francisco, CA

• Develop an extensive working knowledge of the product suite.
• Provide end-user application support via phone, email and in person.
• Coordinate and validate new implementations and upgrades
• Coordinate and prioritize support requests.
• Facilitate problem-solving between end-users and development staff.
• Participate with development staff in testing new releases of the product.
• Develop working relationships with sales staff to utilize product knowledge and leverage customer relationships for sales support.
• Analyze and troubleshoot problems effectively while minimizing response time.
• Ensure customer satisfaction through end-to-end support solutions.
• Identify escalation situations and follow appropriate escalation procedures.
• Keep end-users up to date throughout the resolution process.
• Customer Support (Soft Skills)
• Project Coordination (Soft Skills)
• Priority Management (Soft Skills)
• Sales Support (Soft Skills)
• Problem Analysis (Hard Skills)
• Customer Satisfaction (Soft Skills)

3 . Application Support Specialist, Cisco Systems Inc., San Jose, CA

• Work with a pristine, robust and renowned product in the cyber security space.
• Work along with a collaborative and efficient team who work well together at developing an efficient solution.
• Hands-on with the product- the leaders are still solving issues, interacting with clients on technical issues, and not disconnected from reality.
• Maintaining a culture of excellence where respects each other and the gift of serving clients
• Take ownership of support issues until final resolution.
• Set up and manage business laptops and software.
• Assist with the Technical Operations team with server support.
• Resolve submitted escalated tickets and work requests for internal applications
• Set up and configure accounts for users
• Review, test and deploy software patches, test and certify vendor patches
• End-users on general technical problems, coordination of core system-related upgrade activities
• Release notes review, employee communication, and testing activities
• Cybersecurity Expertise (Hard Skills)
• Team Collaboration (Soft Skills)
• Technical Troubleshooting (Hard Skills)
• Customer Service Excellence (Soft Skills)
• IT Administration (Hard Skills)
• Server Support and Operations (Hard Skills)
• Escalation Management (Hard Skills)
• Software Deployment and Testing (Hard Skills)

4 . Application Support Specialist, Zoom Video Communications, San Jose, CA

• Provide excellent customer service and interface with clients regularly.
• Work as part of a team to solve/escalate issues as they arise.
• Log and triage system issues using the company’s IT service/help desk software.
• Analyze system issues in IT applications and determine appropriate actions.
• Document, track and verify implementation of IT application changes.
• Provide support to the QA team for testing and sign-off of changes.
• Provide training support to end users on IT applications.
• Assist with development of training assets and documentation.
• Conduct daily activities in line with the company’s quality standards and procedures.
• Interact with other team members and management teams, both local and remote.
• Attend client meetings and provide input, meet defined metrics/benchmarks.
• Be prepared to work, on occasion, outside of normal working hours.
• IT Service/Help Desk Management (Hard Skills)
• Problem Analysis and Resolution (Hard Skills)
• Documentation and Change Management (Hard Skills)
• Quality Assurance Support (Hard Skills)
• Training and Development (Hard Skills)
• Adaptability and Flexibility (Soft Skills)

5 . Application Support Specialist, Citrix Systems Inc., Fort Lauderdale, FL

• Work with other IT teams to implement, support and maintain the infrastructure behind Risk Technology applications
• Participate in the vendor relationship management of the Archer eGRC system vendor
• Participate in administrating system configuration to ensure integrity of system environments
• Support system end users with communication and issue investigation/resolution
• Develop and maintain work relationships with system stakeholders and end users
• Estimate requested system work efforts, maintain system documentation
• Develop, maintain and execute test scripts to ensure system performance
• Participate in projects to understand new requirements
• Create designs, implement configuration consistent with overall architecture and direction of the system
• Test to ensure system functionality works as expected
• Liaise with other systems and outside vendors to develop and maintain system interfaces 
• Infrastructure Management (Hard Skills)
• Vendor Relationship Management (Soft Skills)
• System Administration (Hard Skills)
• User Support and Communication (Soft Skills)
• Stakeholder Engagement (Soft Skills)
• Project Estimation and Documentation (Hard Skills)
• Testing and Quality Assurance (Hard Skills)
• System Design and Implementation (Hard Skills)

6 . Tier 2 - Application Support Specialist, Intel Corporation, Santa Clara, CA

• 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 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
• Problem-Solving (Hard Skills)
• Documentation and Tracking (Hard Skills)
• Software Testing (Hard Skills)
• Quality Assurance (QA) (Hard Skills)
• Regression Testing (Hard Skills)
• Process Improvement (Soft Skills)

7 . App Support Specialist, Dropbox Inc., San Francisco, CA

• Provide end-to-end user support and training
• Perform Quality Assurance procedures on system data (validating, searching and cross-referencing information)
• Perform onboarding procedures for clients and end-users, validate and grant proper access
• Create and deploy feedback mechanisms for end-users. 
• Analyze results, make recommendations for support process improvement, and implement changes.
• Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems.
• Provide support for the testing of new and existing software applications
• Field incoming requests from end-users to resolve application, software and process issues.
• Record, track, and document the problem-solving process
• Successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Communicate application problems and follow escalation process (management, development teams, end-users, and unit leaders)
• Technical Support Skills (Hard Skills)
• Training and Onboarding (Soft Skills)
• Quality Assurance Procedures (Hard Skills)
• Feedback Mechanisms and Analysis (Soft Skills)
• Problem-solving and Trend Analysis (Hard Skills)
• Software Testing Support (Hard Skills)
• Documentation and Record-keeping (Hard Skills)
• Communication and Escalation (Soft Skills)

8 . APP Support Specialist, NetApp Inc., Sunnyvale, CA

• Help the team research and develop new solutions and approaches 
• Providing services, introducing process automation where possible, redesigning workflows 
• Maximize efficiency, participating in and coordinating on projects.
• Interrogate system tables via SQL and Ingres QBF to find the problem 
• Resolve claim/account integrities and any other errors reported. 
• Worked with SQL’s, LINUX shell scripts and managed file transfer programs to maintain and develop systems.
• Maintain and develop interfaces between various software solutions, helping 
• Create new interfaces and extract data to make the whole council more effective.
• Acting as a deputy for the support team manager, and as a point of escalation for support team staff on technical issues.
• Be responsible for the maintenance and development of self-service and eclaim systems, including upgrades.
• Perform testing on and be responsible for the installation of new releases, software patches and post release actions
• Run ad-hoc jobs and reports and use management reporting tools to provide management information.
• Building automated queues on the batch scheduler, loading and maintaining schedules in line
• SQL and Database Management (Hard Skills)
• Process Automation (Hard Skills)
• Workflow Redesign (Hard Skills)
• System Maintenance and Development (Hard Skills)
• Interface Development (Hard Skills)
• Technical Support (Soft Skills)
• Data Analysis and Reporting (Hard Skills)

9 . APP Support Specialist, Autodesk Inc., San Rafael, CA

• Provide support to the contact area in regards to system issues or application problems.
• Support customer and team member needs in a timely manner
• Brainstorm and collaborate on efficient solutions for the Customer Contact Center
• Test fixes and performs post-resolution follow-ups to ensure problems have been adequately resolved.
• Assist in maintaining and enhancing performance of existing software and applications
• Identify and learn appropriate software applications used and supported by the organization.
• Coordinate with department heads to assess departmental application training needs and objectives.
• Participate in the design, development, and delivery of software applications training programs and classes.
• Communicate software updates and frequently asked questions, update knowledge bases to assist in problem resolution.
• Maintain connectivity to SDC and ability to perform required tasks offsite.
• Technical Support (Hard Skills)
• Problem-solving and Collaboration (Soft Skills)
• Software Development and Enhancement (Hard Skills)
• Software Application Knowledge (Hard Skills)
• Training and Development (Soft Skills)

10 . Application Support Specialist, Akamai Technologies, Cambridge, MA

• Provide the front-line technical support for both in-house developed and vendor-provided application systems.
• Work closely with internal users and external vendors
• Solve system problems and fulfill system enhancement/ bug fixes in a timely manner.
• Perform the system environment maintenance and assist in the system upgrade and routine test
• Build up and improve the maintenance automation, monitoring and alert system
• Identify potential risks and facilitate incident prevention
• Maintain the knowledge base and operation/experience document management
• Improve the operational procedures and risk prevention
• Ensure support activity is in compliance with company policies and regulations
• Support of the Fiserv cores system applications, document processes and create work instructions
• Planning maintenance and upgrade activities, maintaining support interfaces between applications
• Problem-Solving Skills (Hard Skills)
• System Maintenance and Upgrades (Hard Skills)
• Automation and Monitoring (Hard Skills)
• Risk Management (Hard Skills)
• Documentation Management (Hard Skills)
• Compliance and Governance (Hard Skills)

11 . Healthcare Application Support Specialist II, Uber Technologies Inc., San Francisco, CA

• Works independently to assess, prioritize, troubleshoot and resolve report issues working with the IT Team
• Meets with employees to provide one-on-one technical assistance or training using MS-TEAMS
• Functions as subject matter expert on use of software applications to support business processes
• Analyzes and decomposes reported issues into user stories for the software engineering team
• Manages and develops all user satisfaction metrics to evaluate services rendered to system users
• Evaluate and recommend changes to support procedures as part of an ongoing assessment of daily operations
• Recommends hardware/software enhancements to increase productivity of internal users
• Maintains passwords, data integrity and systems security for the application environment
• Provides technical support and guidance through support, training and publication of documentation
• Builds and maintains knowledge base to support end user independent issue resolution
• Develops and maintains documents for internal users to improve productivity
• Participates in the testing and evaluation of new packages/applications, implements prototypes
• Consult with customers on selection of software applications
• Manages production assets (hardware, software, etc.) using asset management tools
• Troubleshooting (Hard Skills)
• Training & Support (Soft Skills)
• Expertise (Hard Skills)
• Story Creation (Hard Skills)
• Metrics Management (Soft Skills)
• Procedure Improvement (Soft Skills)
• Recommendations (Hard Skills)
• Security Management (Hard Skills)

12 . Application Support Specialist, Symantec Corporation, Mountain View, CA

• Perform impact analysis on all Incidents and prioritize based on business impacts.
• Engage with relevant teams and escalate, change Approval Board sign off requirements.
• Support the execution of all necessary activities to successfully implement software changes following SDLC process and meeting 
• Perform User Acceptance Testing of application changes delivered by the Agile Scrum Team on bi-weekly basis
• Provide assistance to customers and members of Customer Support team
• Troubleshoot and resolve issues in a timely manner
• Support CS team to deal with Apple and Google App Store Review Process
• Comply with the processes in place and ensure the agreed service levels are met with the expected level of quality.
• Compose and constantly update internal documentation
• Share knowledge, broaden the awareness and common understanding in the company of how customers interact with products in close collaboration with the Product, Tech and CS team, proactively suggest product improvements
• Own the resolution of problems in hand, demonstrate analytical and problem management skills to drive the resolution and prevent recurrence.
• Incident Impact Analysis (Hard Skills)
• Change Management (Hard Skills)
• User Acceptance Testing (Hard Skills)
• Customer Support (Hard Skills)
• Process Compliance (Hard Skills)
• Documentation (Hard Skills)
• Knowledge Sharing (Soft Skills)
• Problem Management (Hard Skills)

13 . Application Support Specialist, Splunk Inc., San Francisco, CA

• Monitor an Internal IT Support Database
• Assist with queries from internal users regarding internal systems and Cloud-based applications such as CaseWare including Caseview, Microsoft including Sharepoint, Quickbooks Xero, ServiceNow and others
• Review and diagnose requests and work with the team to resolve issues related to bugs and user training
• Document issues and solutions, and work alongside Development team and vendors to implement improvements
• Manage a support queue and resolve user requests using effective prioritization
• Identify product functionality and user training issues
• Escalate problems in a timely manner by documenting actions taken
• Identifying issues that require escalation to the development team and vendors for fixes or questions that need to be referred to internal subject matter experts for clarification
• Build trust with internal users by regularly demonstrating a high level of expertise and professionalism
• Understand functionality from a user perspective of products used in the various service lines for preparation of files and client deliverables
• Communicate bugs, user experience challenges and potential areas for process improvement to the development team
• Database Monitoring (Hard Skills)
• Technical Support for Internal Systems (Hard Skills)
• Issue Diagnosis and Resolution (Hard Skills)
• Documentation and Collaboration (Hard Skills)
• Support Queue Management (Hard Skills)
• Escalation Procedures (Hard Skills)
• Product Functionality and User Training (Hard Skills)
• Communication and Professionalism (Soft Skills)

14 . Application Support Specialist, Verisign Inc., Reston, VA

• Learn and understand appropriate software and hardware supported by the company
• Ensure daily application data availability to users
• Work with development team in documenting, coordinating and executing of operational readiness testing
• Identify root cause and determine remedies for chronic reported issues
• Perform troubleshooting and participate in problem-solving efforts for end user issues and back end application maintenance
• Monitor and follow up on all requests from submission to resolution.
• Respond to support requests via ticketing, phone and/or email, identify, resolve and/or escalate issues.
• Ensure content and functionality within applications are a true representation of the specifications provided by various groups within the Firm
• Ensure bugs and other fixes have been addressed by development team
• Document resolutions to reoccurring issues or workarounds in the knowledge base
• Assist in the creation of training documentation or delivery of training to end users
• Technical Proficiency (Hard Skills)
• Data Management (Hard Skills)
• Testing and Documentation (Hard Skills)
• Problem-Solving Skills (Soft Skills)
• Monitoring and Follow-up (Soft Skills)
• Quality Assurance (Hard Skills)

15 . Application Support Specialist, ServiceNow Inc., Santa Clara, CA

• Provide support and consultation to business users and other stakeholders inside and outside IT Services, through tickets and automated alerts
• Prioritise requests in accordance with agreed criteria and the needs of the organization
• Ensure that resolution of incidents and completion of requests for the solutions under ownership are within SLA and driving excellent customer satisfaction
• Proactively identify improvement initiatives that can benefit team and customer, in particular in terms of system documentation and automation
• Liaise with staff responsible for the design and development of system enhancements in order to overcome known problems or further fulfil user requirements
• Follow standards and processes in change management.
• Update system documentation, provide end users with training.
• Support User Acceptance Testing and make sure that test cases and test protocols are delivered.
• Understand user requirements and expectations, ensure SOX compliance.
• Identify and collaborate around best practices for system maintenance and support.
• Technical Aptitude (Hard Skills)
• Customer Service and Communication (Soft Skills)
• Prioritization and Time Management (Soft Skills)
• Analytical and Problem-Solving Skills (Hard Skills)
• Documentation and Training (Hard Skills)
• Change Management and Compliance (Hard Skills)
• Collaboration and Teamwork (Soft Skills)
• Proactive and Innovative Thinking (Soft Skills)

16 . Application Support Specialist, Workday Inc., Pleasanton, CA

• Diagnosing and resolving complex application issues, working with clients (primarily internal, occasionally external), other IT departments and suppliers as appropriate.
• Communicating with users by delivering best practice communications, guidance, and other appropriate support until tickets are resolved.
• Working autonomously to recreate problems and identify necessary fixes using a variety of software tools and resources.
• Confering with other IT colleagues to assist with solving issues depending on the problem encountered.
• Identify system bugs and refer the most complex cases to Tier-Three support.
• Identify and fix software problems, primarily from internal systems users regarding issues on system usability including to functionality, sign-on, security access, reporting, and systems upgrades.
• Develop communications that inform clients and internal users of new software application roll-outs and implementations, outages and downtime, new system functionality upgrades, software training opportunities, new system documentation resources, and other events that may impact a client’s ability to use the existing or new system.
• Ensure all relevant implementation, support, and change management processes are adhered to (i.e. Software Development Lifecycle and Change Management).
• Identify new system upgrade features or new system implementations to be communicated to clients.
• Customer Support and Communication (Soft Skills)
• Autonomous Problem-Solving (Hard Skills)
• Bug Identification and Referral (Hard Skills)
• Effective Communication Development (Soft Skills)
• Adherence to Processes (Soft Skills)

17 . Application Support Specialist, Salesforce.com Inc., San Francisco, CA

• Collaborates with Director, CNST Technology Operations on initiatives, timelines, strategy
• Lead operations team member accountable for systems and technology
• Main contact for all outside technology vendors including custom development, IT support, email and other products and services utilized by CNST corporate and the national franchise network
• Subject matter expert on CNST’s custom SAAS product “CNeT”
• Manages field support and testing as well as design strategy and project management
• Contributes to the overall support team and brand through collaboration with CNTD to fully understand and develop technical and business requirements of cross functional projects
• Oversees and monitors CNeT help desk
• Manages timelines, ticket escalation and support of various systems including ticketing system and project management software
• Embraces customer experience and ensures technology supports
• Leads user acceptance testing for CNeT and mobile releases
• Project Management (Hard Skills)
• Vendor Management (Hard Skills)
• Technical Expertise (Hard Skills)
• Support and Help Desk Management (Hard Skills)
• User Acceptance Testing (UAT) (Hard Skills)
• Customer Experience Focus (Soft Skills)
• Team Leadership (Soft Skills)

18 . Application Support Specialist, Advanced Micro Devices, Santa Clara, CA

• Provide the initial setup and configuration of VC’s tools.
• Solicit, collect, and document requirements for new features and functionality. 
• Maintain focus on prioritization of requests, ensuring timely, well-written communication with all stakeholders.
• Level 1 support for user reported issues (access, permissions, how to use a given feature, etc) includes logging tickets when bugs are discovered.
• Responsible for client education and training, both scheduled and on an ad hoc basis.
• Coordinate work between the various internal tools teams.
• Participates in strategy and accountability for communication and task management with outside development team on new product development in both web and mobile platforms
• Contact vendors  to obtain direction on issue management and to resolve problems
• Aids in managing the O365 email system including user setup, removal and ongoing support
• Support of computers, emails, networking at the corporate office for CNST home team employees
• Technical Setup (Hard Skills)
• Requirements Documentation (Hard Skills)
• Prioritization & Communication (Soft Skills)
• User Support (Hard Skills)
• Client Training (Soft Skills)
• Coordination (Soft Skills)
• External Communication (Soft Skills)

19 . Application Support Specialist, Square Inc., San Francisco, CA

• Management of incidents and problems (lvl1-2 support, lvl3)
• Solving issues and communicating/coordinating with stakeholders (Business, other Technology units, 3rd party suppliers).
• Operate and maintenance of a wide variety of platforms on Microsoft stack (Internally or externally hosted), like Windows Server, SQL Server, IIS
• Assist with the capacity planning and architecture of the infrastructure hosting said platforms 
• Automation of maintenance task with Powershell, SQL scripts or C#.NET.
• Investigate of issues via pre-acquired knowledge or through database (SQL Server) and code (C#.NET, C#.NET Core, VB.NET, VBA) analysis, based on the understanding of business processes 
• Participate in the planning, architecture, development and deployment of a multitude of business support applications and client facing services as part of the support team
• Ensuring the future scalability of the developments from an operational perspective 
• Assist during internal and external audits by ensuring that the audited processes are implemented correctly and providing proofs and reports for the audit 
• Incident/Problem Management (Hard Skills)
• Stakeholder Communication (Soft Skills)
• Microsoft Stack Management (Hard Skills)
• Capacity Planning (Hard Skills)
• Automation (Hard Skills)
• Problem Investigation (Hard Skills)
• App Development/Deployment (Hard Skills)
• Audit Assistance (Hard Skills)

20 . Application Support Specialist, Expedia Group, Seattle, WA

• Contact for customers when questions, issues, and opportunities arise
• Provide basic technical and functional support to resolve straightforward inquiries using knowledge base and other internal resources
• Collaborate with Services and Product teams to resolve more complex issues
• Manage and curate the support portal.
• Apply critical thinking skills and experience in the configuration of software solutions to meet business requirements
• Plan and execute configuration tasks to support product implementations
• Collaborate with product development and project management teams
• Acts as the first point of contact for user support for BI tools and ERP Software such as Deltek
• Ensures applications delivered via the network operate effectively
• Installs PC workstation software, patches/fixes, and upgrades
• Identifies problems and then helps users troubleshoot this problem
• Complete business analysis tasks and work with system engineers to solve application issues
• Customer Communication Skills (Soft Skills)
• Problem Solving and Critical Thinking (Soft Skills)
• Support Portal Management (Hard Skills)
• Software Configuration (Hard Skills)
• Project Planning and Execution (Soft Skills)
• ERP and BI Tools Support (Hard Skills)

Resume Worded   |  Career Profiles

Career change profile, application support specialist, explore related and similar jobs , alternative careers and career changes you can make as an application support specialist, based on skills you already have. and keywords ., similar job titles to an application support specialist, alternative careers and related jobs for an application support specialist, high value skills to build as an application support specialist, word cloud of skills to build as an application support specialist, frequently asked questions, looking for job suggestions for another career search for a job title here., alternative careers and similar jobs to an application support specialist.

As an Application Support Specialist, you have transferrable skills that would make you a good fit for other similar jobs. Here's a list of related jobs, possible career transitions and alternative careers, based on skills you likely have.

• Application Support Analyst
• Technical Support Specialist
• Application Analyst
• Technical Support Engineer
• Application Support Manager
• Support Specialist
• Information Technology Support Specialist
• Application Support Engineer
• System Administrator
• System Analyst
• Information Technology Specialist
• Business System Analyst
• System Engineer

These job titles are similar to the Application Support Specialist role, and are often used interchangeably by companies. For example, some employers may refer to an Application Support Specialist as either an Application Support Analyst or a Technical Support Specialist .

Skill Similarity

An Application Support Analyst shares 89% of core skills with an Application Support Specialist.

Skills to develop to transition to this role

A Technical Support Specialist shares 74% of core skills with an Application Support Specialist.

An Application Analyst shares 58% of core skills with an Application Support Specialist.

A Technical Support Engineer shares 73% of core skills with an Application Support Specialist.

An Application Support Manager shares 68% of core skills with an Application Support Specialist.

A Support Specialist shares 63% of core skills with an Application Support Specialist.

An Information Technology Support Specialist shares 68% of core skills with an Application Support Specialist.

An Application Support Engineer shares 82% of core skills with an Application Support Specialist.

Here is a list of possible career transitions and similar professions a typical Application Support Specialist often moves into, within or outside their industry.

A System Administrator shares 59% of core skills with an Application Support Specialist.

A System Analyst shares 73% of core skills with an Application Support Specialist.

An Information Technology Specialist shares 75% of core skills with an Application Support Specialist.

A Business System Analyst shares 51% of core skills with an Application Support Specialist.

A System Engineer shares 52% of core skills with an Application Support Specialist.

If you're an Application Support Specialist and are planning to move into a similar profession or alternative career, it's important to build the right skill sets to position you for your next career. We analyzed thousands of career transitions in your industry and identified the highest value skills to build as an Application Support Specialist. Building these skills will set you up for the most number of the above careers.

• Requirements Analysis
• Oracle Database
• Incident Management
• Production Support
• Oracle SQL Developer
• Domain Name System (DNS)
• Dynamic Host Configuration Protocol (DHCP)
• Network Administration
• Operating Systems
• Linux System Administration
• Red Hat Linux
• Systems Analysis
• Integration
• Software Development

Here is a word cloud of the skills above. Use this as inspiration for the kinds of transferrable skills you need to build to move into a similar profession or alternative career.

What skills do you need to be a System Analyst?

If you want to become a System Analyst, you need to develop skills like Systems Analysis, Requirements Analysis, Integration, Visio, Software Development, Agile Methodologies, Requirements Gathering and Software Project Management.

What skills do I need to develop to become an Information Technology Specialist?

As an Application Support Specialist trying to become an Information Technology Specialist, you should develop skills like:

• Web Development
• IT Hardware Support

What are similar professions to an Application Support Specialist?

Job titles that are especially common for an Application Support Specialist to move into include System Engineer, System Analyst, Business System Analyst, System Administrator and Information Technology Specialist.

What are some alternative careers a former Application Support Specialist should consider?

Here is a list of jobs a former an Application Support Specialist could consider moving to:

What are some job titles that are similar to an Application Support Specialist?

Jobs related to an Application Support Specialist are Application Support Analyst, Application Support Engineer, Information Technology Support Specialist, Technical Support Specialist, Technical Support Engineer, Support Specialist, Application Support Manager and Application Analyst.

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TechBullion

How to create an effective resume for technical support positions.

As businesses rely on complex systems and software to function seamlessly, they depend on skilled individuals who can troubleshoot issues and keep their operations running smoothly. But how do you stand out in this competitive job market? It all starts with a powerful resume that showcases not only your technical prowess but also your exceptional problem-solving abilities and customer service skills. In this blog post, we’ll guide you through the step-by-step process of creating an effective resume tailored specifically for technical support positions, helping you land that dream job and take your career to new heights! Whether you’re just starting out or looking to elevate your current position, let’s dive into the art of crafting a resume that opens doors and impresses employers.

The importance of a resume for technical support positions

Crafting a standout resume is crucial in today’s competitive job market, especially for technical support positions. Your resume serves as your first impression, conveying your skills and qualifications to potential employers. It acts like a bridge between you and the job of your dreams, showcasing not just what you’ve done but also how well you can tackle challenges in this fast-paced environment.

Technical support roles require a unique blend of expertise and interpersonal skills. Whether you’re assisting customers with software issues or troubleshooting hardware glitches, having an effective resume can set you apart from other candidates. This article will guide you through the essential components needed to create a compelling resume that captures attention and illustrates why you’re the perfect fit for the role. Let’s dive into what makes an impressive technical support resume!

Understanding the role and responsibilities of a technical support position

Technical support positions serve as the backbone of customer satisfaction in the tech industry. Professionals in this role act as a bridge between users and complex technology, ensuring seamless experiences.

Their primary responsibility is to troubleshoot issues faced by customers. This often involves diagnosing hardware or software problems through effective questioning and active listening.

Moreover, technical support agents must explain solutions clearly and patiently. Communication skills are essential for translating technical jargon into language that everyday users can understand.

They also play a proactive role by identifying recurring issues and suggesting improvements to products or services. Documenting interactions helps create valuable knowledge bases that enhance future support efforts.

Being adaptable is key, as each day presents new challenges and varying levels of user expertise. The ability to think critically while under pressure can significantly impact both individual performance and overall team success.

Identifying key skills and qualifications commonly required in technical support resumes

When crafting a resume for technical support positions , highlighting the right skills is crucial. Employers look for candidates who can navigate both technology and customer needs seamlessly.

Technical skills form the backbone of any technical support role. Familiarity with operating systems, software applications, and troubleshooting methods are essential. The ability to quickly learn new tools adds value.

Communication skills cannot be overlooked. Technical support professionals must convey complex information clearly and concisely. Active listening also plays a critical role in understanding user issues effectively.

Problem-solving abilities set you apart from other applicants. Demonstrating how you’ve tackled challenges in previous roles shows potential employers that you can think on your feet and provide solutions promptly.

Together, these qualifications paint a picture of a well-rounded candidate capable of excelling in the fast-paced world of technical support.

– Technical skills

Technical skills are the backbone of any technical support role. These competencies ensure you can troubleshoot, diagnose, and resolve issues effectively.

Key areas often include proficiency in operating systems like Windows or macOS. Familiarity with network configurations and hardware troubleshooting is also essential. Don’t underestimate the importance of software knowledge—being adept at various applications can set you apart from other candidates.

Additionally, understanding cloud services and basic scripting languages can be a plus. Many employers value candidates who show initiative by staying updated on emerging technologies.

Highlighting these skills not only demonstrates your capability but also showcases your commitment to continuous learning in an ever-evolving field. Tailor this section to reflect the specific requirements mentioned in job postings for a better chance at grabbing attention.

– Communication skills

Communication skills are vital in technical support roles. They bridge the gap between complex technical issues and everyday language that users can understand.

Being able to explain solutions clearly is essential. Technical jargon can confuse customers who may not be tech-savvy. Tailoring your communication style to fit the audience makes all the difference.

Active listening also plays a crucial role. It involves understanding user concerns before jumping into solutions. This approach builds trust and ensures accurate problem identification.

Moreover, written communication shouldn’t be overlooked. Clear and concise emails or chat messages help maintain professionalism while providing valuable assistance.

Lastly, empathy enhances every interaction with clients. A genuine understanding of their frustrations fosters a positive experience and encourages customer loyalty. Strong communication skills turn potential conflicts into opportunities for resolution and growth.

– Problem-solving abilities

Problem-solving abilities are at the heart of any technical support role. When users encounter issues, they turn to you for solutions. Your ability to diagnose and resolve problems efficiently can make or break their experience.

Thinking critically is essential in this position. You’ll need to analyze situations quickly and determine the best course of action. This often involves troubleshooting software glitches or hardware malfunctions under pressure.

Moreover, creativity plays a significant role. Sometimes, standard procedures won’t apply, requiring you to think outside the box for effective resolutions.

Employers look for individuals who demonstrate an aptitude for solving complex challenges while communicating findings clearly. Highlighting these skills on your resume will set you apart from other candidates and showcase your capability in handling real-world scenarios that may arise during user interactions.

Formatting your resume for maximum impact

Choosing the right resume format is crucial for making a strong impression. A chronological format highlights your work history, showcasing your career progression clearly. On the other hand, a functional format emphasizes skills over experience, ideal if you’re transitioning from another field or have gaps in employment.

Organizing information effectively can set you apart. Start with contact details and follow with a compelling summary or objective statement. Prioritize sections that align closely with the job description to grab attention quickly.

Incorporating keywords and buzzwords relevant to technical support positions enhances visibility. Recruiters often skim resumes; using industry-specific terms ensures yours doesn’t get overlooked. Tailor each application by including phrases from the job listing.

Remember to keep it clean and professional. Use bullet points for clarity and white space strategically so your resume isn’t overwhelming at first glance.

– Choosing the right resume format: chronological vs. functional

When it comes to crafting your resume, choosing the right format is crucial. The chronological format showcases your work history in reverse order. This approach highlights career progression and stability.

On the other hand, a functional resume emphasizes skills over job titles. It’s ideal for those with gaps in employment or who are changing careers. This format allows you to draw attention to relevant abilities instead of focusing solely on where you worked.

Consider your unique background when deciding which layout fits best. If you have a solid track record in technical support roles, chronological may serve you well. However, if you’re entering this field from another profession or have diverse experiences, a functional format might be more advantageous.

Both formats can present information effectively; it just depends on what story you want to tell potential employers about yourself.

– Organizing and prioritizing information

Organizing and prioritizing information in your resume is crucial. It allows you to highlight the most relevant details first, capturing the attention of hiring managers.

Start with your contact information at the top. This should be clear and easy to find. Follow it up with a strong summary or objective that showcases your aspirations and skills right away.

Next, list your work experience in reverse chronological order. Focus on roles that align closely with technical support responsibilities. Use bullet points for each position to make achievements stand out.

Don’t forget about education and certifications. Place these sections strategically after work experience or before them, depending on what’s more pertinent for the job you’re targeting.

Lastly, group similar skills together under relevant headings like “Technical Support” or “Soft Skills.” This structure creates clarity and guides recruiters through your qualifications effortlessly.

– Utilizing keywords and buzzwords

Using the right keywords can make a significant difference in your resume’s visibility. Many companies utilize applicant tracking systems (ATS) to sift through resumes before they even reach a hiring manager. By incorporating relevant industry-specific keywords, you increase the chances of passing this initial screening.

Buzzwords also play an essential role in showcasing your familiarity with the field. Terms like “customer-centric,” “technical troubleshooting,” and “ITIL-certified” resonate with recruiters looking for specific competencies.

Research job descriptions carefully to identify these important terms. Tailor your resume for each application by weaving these keywords naturally into your experience and skills sections. This approach not only aligns your qualifications with what employers seek but also demonstrates that you’re knowledgeable about current trends and jargon within technical support roles.

Remember, balance is key; overloading on buzzwords can come off as insincere or forced, so use them judiciously throughout your document.

Tips for writing an effective resume summary or objective statement

Crafting a compelling resume summary or objective statement is crucial. This section gives employers their first glimpse of you. Make it count.

Start with clarity. Use concise language to outline your experience and goals in just a few sentences. Tailor this part specifically for the technical support role you’re applying for.

Highlight your unique strengths immediately. Mention specific skills such as troubleshooting, customer service, or software proficiency that align with the job description.

Incorporate measurable achievements if possible. For instance, state how you improved response time by 20% at your last position. Numbers speak volumes.

Lastly, inject some personality into your statement without being overly casual. Show enthusiasm about helping customers solve problems while maintaining professionalism throughout the tone and content.

Highlighting your relevant experience and achievements in the work experience section

When crafting the work experience section of your resume, relevancy is key. Tailor this part to emphasize roles that align with technical support positions. Use bullet points for clarity and easy reading.

Quantify your achievements where possible. Instead of saying you improved response times, specify by how much—“Reduced average ticket resolution time by 20%.” Numbers stand out and give potential employers a clear picture of your impact.

Highlight specific technologies or tools you’ve used in past jobs. Mentioning software or systems familiar to the employer can create an instant connection.

Don’t forget about teamwork and collaboration experiences. Technical support often involves working closely with others to solve problems efficiently, so showcase any relevant collaborative projects or initiatives you participated in during previous employment.

Showcasing your technical knowledge and certifications in a separate section

Highlighting your technical knowledge and certifications can set you apart in a crowded job market. Create a dedicated section on your resume to showcase this information clearly.

Start with the most relevant certifications, such as CompTIA A+, ITIL, or specific software training that relates directly to the position you’re applying for. List these credentials sequentially, including the issuing organization and completion date.

Don’t just stop at certifications; mention any specialized trainings you’ve completed. This could include workshops or online courses from reputable platforms like Coursera or Udemy.

Using bullet points makes it easy for hiring managers to skim through your qualifications quickly. When employers see recognized credentials right away, it boosts their confidence in your expertise and readiness for the role.

Remember, relevance is key—focus on skills and certifications that align closely with the requirements of the technical support position you desire.

Including relevant education, training, and other qualifications

Your education and training can set you apart from other candidates in the technical support field. List your degrees, certifications, or any specialized training related to technology and customer service.

If you’ve taken courses in IT management or computer science, highlight them. These demonstrate your foundational knowledge of systems and software that are vital for troubleshooting issues.

Don’t forget about relevant certifications like CompTIA A+ or Microsoft Certified: Modern Desktop Administrator Associate. They show potential employers you’re committed to continuous learning.

Additionally, include workshops or seminars you’ve attended that relate directly to customer interaction or technical skills. These experiences emphasize your dedication to professional development.

Even if you have not completed a formal degree program, online courses can be valuable too! Mentioning these can reflect initiative and adaptability—qualities highly regarded in technical support roles.

Top mistakes to steer clear of

When crafting your resume for a technical support position, it’s crucial to avoid common pitfalls that could undermine your application. Here are some mistakes to steer clear of:

One major error is using a generic resume for every job application. Tailor each resume to fit the specific role you’re applying for. Highlight relevant skills and experiences that align with the job description.

Another mistake is neglecting formatting. A cluttered or overly complex layout can distract hiring managers from the content of your resume. Stick to a clean design with clear headings and bullet points.

Failing to quantify achievements often reduces the impact of your experience section. Use numbers where possible—mention how many tickets you resolved per day or any improvements in customer satisfaction ratings you achieved.

Avoid using jargon or technical terms that may not be universally understood unless you’re certain they’ll resonate with the employer’s expectations. Clarity should always take precedence over complexity.

Lastly, don’t forget about proofreading! Spelling errors and grammatical issues can create an unprofessional impression, making it seem like you lack attention to detail—a critical trait in technical support roles.

By steering clear of these mistakes, you’ll enhance your chances of landing an interview and ultimately securing a position in this competitive field. Your resume serves as your first impression; make it count.

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