Application Support Specialist Resume Samples

Description :

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

Experience

5-7 Years

Level

Executive

Education

BBA

Description :

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

Experience

10+ Years

Level

Senior

Education

BS

Description :

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

Experience

7-10 Years

Level

Management

Education

Associate

Description :

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

Experience

10+ Years

Level

Senior

Education

Diploma

Description :

1. Provide application support for on-prem and cloud-based application teams, serving as gatekeeper for software release into the production environment.
2. Coordinate weekly production deployments and major software releases, producing change requests and conducting comprehensive impact analyses.
3. Manage deployments through all environments--QA, INT, DEV, and Production-in compliance with formal change and release management policies and procedures.
4. Liaise and collaborate extensively among application developers, testers, database administrators (DBA), business analysts, and project managers.
5. 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.
6. Assist with the onboarding and training of new clients.
7. Provided all support remotely using pc anywhere, NetMeeting, and remote desktop.

Experience

10+ Years

Level

Senior

Education

Diploma

Description :

1. Responsible for providing maintenance and support for the credit union's core processing system and peripheral systems.
2. Support, monitor, test and troubleshoot software and hardware problems pertaining to the Local Area Network in a Windows environment.
3. Responsible for change management for all upgrades and changes made to system components in a manner that allows for notification to affected parties.
4. 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).
5. Tickets are prioritized by the effect on the business and impact to perform business functions.
6. Daily correspondence with third-party vendors to maintain the integrity of business functions.
7. Coordinate weekly production deployments and major software releases, and conducting comprehensive impact analyses to orchestrate release management processes.

Experience

10+ Years

Level

Senior

Education

MS

Description :

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

Experience

10+ Years

Level

Senior

Education

Certificate

Description :

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

Experience

2-5 Years

Level

Junior

Education

Diploma

Description :

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

Experience

2-5 Years

Level

Junior

Education

AAS

Description :

1. 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.
2. Handled requests for new services and provided support to clients over the phone as well as online.
3. Performed troubleshooting with Faxes within the application.
4. Held meetings with customers to gather specifications for custom reports.
5. Fixed corrupt tables to maintain the integrity of the database and reporting system.
6. Trained users on the basis of application including customization of reports based on business requirements.
7. Followed processes and procedures of the company while dealing with all issues including escalation scenarios.
8. 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.

Experience

2-5 Years

Level

Junior

Education

MS