application support resume

• Application Support Analyst Resume Example

Resume Examples

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

Common Responsibilities Listed on Application Support Analyst Resumes:

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

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Application Support Analyst Resume Example:

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

Top Skills & Keywords for Application Support Analyst Resumes:

Hard skills.

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

Soft Skills

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

Resume Action Verbs for Application Support Analysts:

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

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Resume FAQs for Application Support Analysts:

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

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

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Related Resumes for Application Support Analysts:

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

Application Support Analyst Resume Examples and Templates

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

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

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

How to Write an Application Support Analyst Resume?

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

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

How to Write Your Application Support Analyst Resume Header?

Write the perfect Application Support Analyst resume header by:

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

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

• Good Application Support Analyst Resume Example - Header Section

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

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

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

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

How to Write a Professional Application Support Analyst Resume Summary?

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

How to Write a Application Support Analyst Resume Experience Section?

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

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

Senior Application Support Analysts Resume Example

Senior Application Support Analysts

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

Application Support Analyst Resume Example

Application Support Analyst

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

Senior Application Support Analyst Resume Example

Senior Application Support Analyst

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

SENIOR APPLICATION SUPPORT ANALYST Resume Example

SENIOR APPLICATION SUPPORT ANALYST

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

Application Support Analyst II Resume Example

Application Support Analyst II

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

Top Application Support Analyst Resume Skills for 2023

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

How Long Should my Application Support Analyst Resume be?

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

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

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Application Support Engineer Resume Examples

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

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

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Application Support Engineer

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

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

Core Skills :

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

Professional Experience :

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

Education :

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

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Application Support Engineer Resume with No Experience

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

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

Responsibilities :

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

Experience 0 Years

Level Junior

Education Bachelor’s

Application Support Engineer Resume with 2 Years of Experience

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

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

Experience 2+ Years

Application Support Engineer Resume with 5 Years of Experience

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

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

Experience 5+ Years

Level Senior

Application Support Engineer Resume with 7 Years of Experience

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

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

Experience 7+ Years

Application Support Engineer Resume with 10 Years of Experience

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

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

Experience 10+ Years

Level Senior Manager

Education Master’s

Application Support Engineer Resume with 15 Years of Experience

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

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

Experience 15+ Years

Level Director

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

What should be included in a Application Support Engineer resume?

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Key takeaways for an Application Support Engineer resume

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

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

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

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Application Support Engineer Resume Samples

The guide to resume tailoring.

Guide the recruiter to the conclusion that you are the best candidate for the application support engineer 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.

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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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• Assist in establishing and enforcing standards that will improve the ease of automating the build process and the development environments
• Assist in establishing and enforcing standards that will improve the ease of automating the build process and the development cycle
• Make improvements to existing product documentation and assist in the development of internal as well as customer training materials
• Provide escalated ticket/incident management supported applications as well as will participate in defect management, issue tracking/trending
• Train and mentor Dell SecureWorks engineering/SOC personnel on Dell SecureWorks technologies as it pertains to supporting managed security services
• Establish and maintain working relationships with internal teams, including professional services consultants, product management, engineers, and support staff
• Performs routine daily operations, monitoring, fault detection and initial troubleshooting for Thomson Reuters managed systems and networks globally
• Receive and resolve escalations from the Operations Center Analysts; Receive and resolve application escalations from Tier 1 third party vendors personnel; Provide Subject Matter Expertise (SME) level of application level issues
• At least four years in an application and network support role with a demonstrated track record of development of more and more complex solutions
• Responsible for creating and maintaining documentation related to applications and application issues; Responsible for documenting issues that are awaiting code releases to resolve
• Provide high level knowledge of TIBCO core applications including TIBCO Business Works, TIBCO Enterprise Message Service, and TIBCO Business Events
• Provide high level knowledge on the following operating systems/technologies: OS400; Windows 2003, 2008 Windows Terminal Services; XenApp; Windows Active Directory; Guardian; Unix/Aix/Linux; and/or Application Installation
• Escalates issues for resolution (and provides follow-up) to Tier 3 (MGM Enterprise Architecture, In-house Development staff, Infrastructure Engineering, OEM and application vendors)
• Strong knowledge managing and troubleshooting the following platforms: UNIX, Windows NT/2000/2003 servers, Windows XP work stations and Citrix Metaframe, AIX, AS400, Sun Micro systems and TCP/IP and SNMP network protocols
• Work closely with Internal/External Stakeholders, Development Architects/Managers & developers, across locations, to ensure timely delivery
• Assist internal customers and coworkers and provide a high level of customer service when providing application support
• You will help improve and streamline internal processes to make our work operationally efficient
• Technical vendor management – working with offshore teams. Manage resolution with our external engineering vendors
• Provide high level knowledge of TIBCO development best practices
• Work closely with software developers and QA Engineers prior to production release to ensure smooth transition into production
• At least 4 years in an application and network support role with a demonstrated track record of development of more and more complex solutions
• Highly motivated with strong attention to detail, excellent organizational skills and the ability to handle multiple tasks
• Basic to advanced knowledge of Business Management Basics and of Basic Business Processes (hereunder HR processes)
• Strong problem management and problem investigation skills with ability to learn new skills quickly to value add in problem focus areas
• Functional to advanced knowledge in one application/technology area / basic knowledge of at least one other area
• Ability to multitask and prioritize requests with ability to learn quickly in our fast paced environment
• Detail oriented; Demonstrates thoroughness and strong ownership of work
• Strong ability to absorb general technical concepts and strategies with purpose of application implementation
• Excellent interpersonal skills; ability to engage with business users and other technology teams
• Good team player; ability to deal with people from various backgrounds and seniorities
• Good interpersonal skills and exceptional customer service skills, and ability to interface with customers and our remote-based employees and contractors

15 Application Support Engineer resume templates

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• Supporting the administration, maintenance and troubleshooting of Business Objects Reports
• Optimizing and troubleshooting the performance of Business Objects Reports
• Supporting the recovery of Business Objects Reports
• Supporting the workflow of Business Objects Reports creation, and integration with the platforms that Business Objects Reports reside or depend on, including Unix/Linux, Oracle, Apache/Tomcat/Websphere, etc
• Minimum 5 years middleware experience, with hands-on experience on apache, WebLogic, Websphere, jboss and other web technologies
• Extensive experience in installing, configuring and tuning web server and web application software including WebLogic, Websphere, IIS and Apache/Tomcat using both command line and console interfaces
• Experienced with migrations of WebLogic to Websphere
• Experience in evaluating web architecture requirements and designs; ability to organize inter-dependent tasks and estimate the required effort
• Familiarity with Java/J2EE web application configuration and deployments
• Experienced in WebLogic/Websphere/Tomcat Tuning, JVM Tuning, Performance analysis & Capacity planning
• Experienced in WebLogic/Websphere/Tomcat installation / Domain Setup / Domain Administration
• Good knowledge of networking (TCP/IP) & web (http/https) protocols is required
• Demonstrated track-record of success in working in project teams to support the build and/or upgrade of enterprise scale web applications
• A minimum of eight years experience in administering and supporting large complex web applications in a large corporate environment
• Experience with Solaris, AIX, Linux and Windows operating systems and associated systems tools and scripting languages
• Strong interpersonal and communication skills as well as excellent diagnostic and problem solving abilities
• The ability to work independently in a demanding and complex environment to effectively address multiple priorities

Application Support Engineer Resume Examples & Samples

• Analyze and investigate problems that have been reported by users, determine root cause for the problem, document the root cause and provide a solution
• Comprehend and maintain complex business logic
• Support client application using TSQL, Microsoft Reporting Services and Visual Studio with a focus on C#
• Communicate with members of the development and functional teams to get the additional information needed to solve issues with nebulous requirements
• Work within the patterns of existing code, and refactor/clean up existing code, when necessary
• Use source control and the associated tasks related to such use
• Adhere to departmental and company standards while performing duties
• Work with the primary developer of the billing system to transfer knowledge and become familiar with the system
• 5 years’ experience in software development with focus on application support
• In-depth knowledge of troubleshooting and development using
• SQL Server Stored Procedures, SQL Server Reporting Services
• Visual Studio, the .Net Platform and C#
• Excellent troubleshooting skills and familiarity with troubleshooting techniques related to defect resolution and performance tuning and the software associated with them
• Experience with complex custom Enterprise Software Support
• Functional knowledge of Win Forms and the Microsoft Enterprise Library
• Experience with custom Enterprise Billing Systems a plus

Web Application Support Engineer Associate Resume Examples & Samples

• Analysis and resolution of all application related production issues
• Work within the existing application support team to help identify root cause of issues, remedial action and long term prevention
• Identify and implement long term improvement activities to continuously improve the service provided to the business
• Build strong relationships with the business through delivery, communication and domain knowledge
• Provide weekend on-call support for all business applications and websites supported by CSO WAS on rotation basis
• Significant involvement in the Incident and Problem processes
• Identification and implementation of continuous improvement activities
• Significant involvement in the DR exercise for the application stack
• Support the generation of metrics / KPI’s
• Work on the service improvement initiatives and permanent fixes
• Demonstrated experience in an operational support or client service role (financial services is preferred, but not essential)
• Successful completion of a Degree in computer science or related IT field required
• Self-directed, effective at prioritizing tasks, managing time, and getting things done
• Strong interpersonal and communication skills, both written and verbal, and adept at communicating with all levels of the business and technical parts of the organization
• Solid understanding of requirements for hosting a website and middleware application
• Understanding on start and stop of the web and application server
• Understanding memory management and JVM optimization
• Understanding and use of regular expressions and Unix commands
• Understanding of web server security and common threat methods
• Ability to write PL / SQL statements to perform DDL and DML Operations on database tables
• Understanding of different database concepts like Stored Procedures, views, tables, JOINs, cursors with proven work experience
• Experience with an enterprise ETL solution, preferably Informatica desired

Lead Systems Application Support Engineer Resume Examples & Samples

• Accurately defines complex problem statements, gathers and compares data about the problems and documents the details
• Prepares analysis reports and seeks out all feasible alternatives; Prioritizes the alternatives, works out a plan for execution, and analyses the consequences of each alternative on stakeholders; Makes the decision, then takes the appropriate steps to implement and support the action decided upon
• 7+ years of applications support or equivalent experience, incorporating Linux
• H/w platforms and resources - CPU, memory, virtualization, clustering and cloud computing
• Experience in WebLogic or similar application servers
• Experience in SQL and Relational databases (e.g. Oracle, MySQL)

Application Support Engineer the Platform Resume Examples & Samples

• Monitor system health across our environment using SiteScope, Zenoss and other similar utilities and respond to any alerts from the system
• Troubleshoot infrastructure and network issues as possible causes of poor service performance
• Contribute in writing and in person to root cause analysis meetings as part of process improvement
• Operate and support a suite ofJava-based Web Services
• Participate in the development and testing of internal tools, scripts and other coding projects to interface with RESTful Web Services
• Support deployment automation software
• Work closely with peer teams to deliver high availability and optimum performance for customers
• Work with application developers and our QA team to isolate customer issues
• Diagnose and Analysis of content reported by clients
• Collects and organizes technical data related to assigned projects. Presents data and findings for review at the next level of engineering
• Support applications that serve the Investment Management team
• Perform root cause analysis, resolution and reporting
• 5+ years of experience in a Software Engineering and/or an Application Support position
• 5+ years' experience working with workflow and BPM applications
• Ability to work off shift hours
• SQL complex queries; C#/ASP.Net and VBScript/ASP
• Experience with web applications such as IIS / Apache; File Transfer Protocols
• Proficiency with an enterprise scheduler such as Active Batch, Tidal
• Proficient in financial services applications such as: Reuters/Bloomberg/Charles River $
• Provide support to nominated contacts and act as an interface between clients and other technical teams
• Develop and document support processes and procedures
• Identify, research and resolve complex technical problems
• Respond to support requests quickly and professionally using our client ticket tracking system
• Provide functional support
• Develop bug fixes
• Good web development skills (PHP, HTML, CSS, Javascript, AJAX)
• Good knowledge of SQL databases (PostgreSQL preferred)
• Familiarity with Linux / UNIX environments
• Basic understanding of networking (TCP/IP, Routing, Firewalls etc)
• Strong written and spoken English language skills
• Ability to operate with minimal supervision
• Ability to work well as a member of a team
• Customer focussed with an understanding that both internal and external customers require you to meet their needs in a professional and understanding manner
• Relevant tertiary qualifications or equivalent commercial experience
• Knowledge of integration technologies such as SOAP, REST, LDAP etc is a plus
• Knowledge of source code management is desirable
• Good knowledge of Learning Management Systems (in particular Moodle)
• Experience working in or with a University,TAFE or RTO will be highly regarded

SAP PI Application Support Engineer Resume Examples & Samples

• SAP XI/PI (willing to be trained if new graduate)
• Good communication skills (oral and written)
• Team player, good sense of ownership for issues, drives resolutions

Application Support Engineer Secure Works Resume Examples & Samples

• Responding to application support escalations which involve troubleshooting moderate technical issues and resolving data/configuration issues
• Collaborate with Product Management and Engineering to review software enhancements and provide design feedback
• Support both mobile application and console implementation efforts, including application configuration, testing, and issue resolution, both on-site at the client location and remotely
• Support server installations with the AirWatchTM console, including all relevant 3rd party technical components
• Support mobile data terminal, client software installation and configuration activities
• Support end-user training efforts, including creation of user documentation and hands-on training exercise(s), for both operational and technical users
• Support customer implementations
• Provide AirWatchTM solution feedback to our Software Development team to allow for continuous product improvement based on internal and external product experiences
• Support AirWatchTM software quality assurance activities, including testing and documentation of product issues
• Proactively and reactively troubleshoot and resolve issues for our customers
• Update and maintain project issues list, which includes prioritizing issues
• Provide remote technical assistance and support, and resolve problems related to the use of applications for end users
• Research, resolve, respond to, and document end user inquiries; and escalate or reassign issues and problems as needed to appropriate resource for resolution
• Install desktop software remotely using tools such as Group Policy, SCCM, and manual install protocols
• Troubleshoot operating system, VOIP/voicemail, and LAN/WAN issues
• Configure and maintain the Mobile Device Management platform, providing remote support for mobile devices
• Configure and maintain print servers
• Maintain accurate and timely records in time tracking systems, ticket management systems, asset tracking systems, and weekly status and metrics report repositories
• Document current processes, procedures, and routing guidelines; and build, maintain and contribute to a knowledgebase for financial and administrative systems
• Participate in scheduling rotation for providing after hours on-call escalation support to end users
• Participate in and manage application oriented projects. Oversee project phases and ensure timely completion of projects
• Assist with completion of application licensing audits
• Provide escalation support and maintenance for the client application environment
• Assist in and lead research and development projects related to firm technology needs
• Provide mentoring, coaching, and direction to Support Center and Regional Technology support personnel
• Work with SCCM administrator to script desktop solutions and deploy application packages
• Participation in administration of ITSM solution including ability to develop reports, configure workflows and complete maintenance tasks
• Assist with application QA testing processes
• Associates degree or equivalent education and work experience required
• Minimum of four years of experience providing end-user support services required
• Minimum four years of application support experience
• Experience working with Active Directory user administration, office automation tools, automated help desk systems, OS imaging processes, tax and audit applications, network and local printer installation, desktop scripting, application deployment, QA testing processes and, troubleshooting in the Windows desktop environment (networking, OS, Microsoft Office suite, PC hardware, printers) preferred
• Experience supporting financial systems including Elite and Citrix preferred
• Ability to meet standards for ticket system management and documentation responsibilities
• Ability to work in a team-oriented/collaborative environment
• Ability to multitask and prioritize workload, and adapt to new processes and procedures in a fast paced environment
• Ability to handle confidential information in a reliable manner
• Ability to demonstrate strong customer service skills, and foster a high degree of end user satisfaction through the delivery of quality and timely service
• Ability to convey technical issues and material to non-technical audience
• Cabling and connectivity troubleshooting skills preferred
• Knowledge of TCP/IP, Windows Security (Share and NTFS permissions) preferred
• Enterprise SCCM administration experience preferred
• The primary purpose of this position is to provide third-tier applications support for existing and new applications
• The engineer will ensure resolution of Service Desk incidents of medium and high complexity in accordance with established standards, policies, procedures, configuration guidelines and service level agreements for applications
• Utilizes application knowledge to effectively troubleshoot, diagnose and resolve problems
• Interface with Business Units, Service Desk, Operational Analyst, Business Analyst and Development areas to ensure problem resolution
• Assists Application Support Manager in developing/revising policies and procedures for supporting new and ongoing applications
• Escalates inquiries to business partner and third-party vendor to resolve system issues and acts as a liaison until problem is resolved
• Adheres to established standards and procedures for Level 3 Application Support
• Coordinate and participate in any testing and quality checks centered on the resolution of Application Support issues
• Represents the organization as the principle customer contact and often performs project leadership role
• Interact with management and senior customer personnel on matters requiring coordination across organizational lines
• Support other projects and initiatives as and when required
• Available for 24/7 On Call rotation once the assigned application is in production
• Partner with vendor for the assigned application to learn from them as much as possible
• Bachelors in Information Technology, Computer Science, Business or a related field with 6+ years directly related experience
• Prior application development or business systems analysis experience
• Full use and application of related principles, theories, concepts, and techniques
• Working experience with UNIX (Specifically IBM AIX 7)
• Working experience with various database technologies (Specifically Oracle 11g)
• Experience with version control systems and concepts
• Experience with web servers, html, web-based information security theories, web services, concepts and techniques
• Experience with WebLogic or WebSphere
• Knowledge of SQL, preferably in an Oracle environment
• Knowledge in scripting – shell or Perl
• Knowledge of Internet Security, Java, RSA Adaptive Authentication and related banking applications is a plus
• Expert analysis, trouble shooting, technical and non-technical communication skills, both verbal and written
• Ability to balance multiple priorities and meet deadlines in a fast-paced and changing environment; must be flexible
• Ability to understand business impact and prioritize issues/projects
• Demonstrated ability to work effectively with others, particularly in teams
• Must have advanced organizational, project management and client interfacing skills
• Evaluate Change Requests
• Perform Applications maintenance tasks while maintaining SLA
• Ensure Service Availability as per SLA (health checks, testing of changes and deploying of releases)
• Assist in/ perform Service Reporting as per SLA
• Completion of Service Requests in line with SLA
• Fulfill Service requests in a timely manner (can include Business reports)
• Management reporting
• Analyze incident impacting application under his/her responsibility and provide complete RCA timeless
• At least 2 years experience in working with new technologies in application development field and able to quickly react to the changes
• At least 2 years experience in reading, writing and understanding technical documentation
• At least 2 years experience in working with at least one relational database management system with a strong knowledge of SQL standard language
• At least 2 years experience in working with at least one application development language (Java, Visual Basic, C++, Delphi)
• At least 2 years experience in Working knowledge of Microsoft Windows, UNIX, Oracle, SQL Server and SQL
• At least 2 years experience in CRM and Middleware systems, 3rd party management and relationships
• Provide support in all deployment and administration related activities
• Participate in the production and maintenance of the infrastructure requirements for the new IT projects and the major releases of the existing IT systems and applications
• ASP analysis and debug
• Java script analysis and debug
• Provide basics tasks of 3rd level support including debugging, test cases
• Responsible for incident, problem, change, release, configuration management, technical support
• Perform application deployment related testing (installation, removal, and re-installation) and adjust the installation scripts, procedures and guidelines
• Create/update product documentation
• 2-3 years in a similar position
• Negotiation skills, diplomatic approach
• Ability to analyze and synthesize
• Ability to make previsions and objective evaluations
• Decision making and problem solving
• Teamwork spirit
• Interest in personal professional development
• BEA Weblogic
• BMC Remedy/Optis
• HP Quality Center
• Windows server 2008
• Dos scripting
• VBA debugging
• Java Script debugging
• ASP debugging
• At least 2 years experience in MS SQL Server
• At least 1 year experience in Microsoft .Net framework
• Romanian: Fluent
• Develop in-depth knowledge of AML behaviour detection as it applies to the banking industry
• Understand Compliance and Operations business needs and Mantas and Actimize product data requirements
• Assist in defining, execution and implementation of solutions that satisfy AML business objectives
• Build and maintain application environments to support AML projects
• Building and maintaining excellent relationships across Business, Development and TI groups
• Ensure all issues are escalated / documented according to Citigroup Information Technology Management Policies
• Work closely with Production support and Development teams
• The ability to prioritize conflicting demands is an important part of the job
• Experience with Compliance AML applications is preferred
• Candidate needs to be technical and must be hands on person
• Knowledge of basic financial accounting principles and financial products
• Knowledge and experience of Software Development Life Cycles
• Ability to work independently and drive multiple priorities
• Strong attention to detail, willingness to "roll up sleeves"
• Experience with Oracle, SQL and other standard database query tools
• Experience with Linux / UNIX operating systems
• Experience in building environments to support project implementations
• Experience in developing and maintaining Shell Scripts, Autosys and job scheduling
• Experience with Middleware (Websphere, Connect:Direct, etc)
• Ability to work with multiple deliverables
• Experience of the Mantas and/or Actimize RCM AML platforms
• Experience with ETL tools including Informatica
• Knowledge of predictive, statistical, or mathematical modelling, and data mining methods
• Experience with database modelling and data warehousing principles
• Conduct customer needs assessment to fully understand requirements and develop related plans and system specifications
• Configure and customize system hardware and software to meet specifications and conducts/coordinates integration and installation as required
• Conducts testing to ensure systems are properly installed and functioning
• Ensures customers are properly trained in system usage and administration
• Prepare reports and other documentation on system projects and effectively communicates project status to supervisor and other organizations as required
• Conducts troubleshooting on existing systems, follows through to resolution
• Participate in proposal response, providing technical and pricing data as required
• Develops and updates procedures related to system integration, installation, testing and administration
• Remains informed on industry related developments and new technologies and shares knowledge with peers and management as appropriate
• Perform other job related duties as directed by supervisor
• Bachelor's Degree in Computer Science or related field preferred
• Skills in problem solving, decision making, planning/organizing, customer relations, team work and communications
• MCSE, CCNP, CCNA or MCP certification preferred
• Minimum 3 years of network and systems engineering experience, or a minimum of 8 years’ experience in any of the following environments: Windows Operating Systems, Windows Networking, Cisco Networking, AS/400 hardware operating systems, WAN/LAN communication technologies (structured wiring, wireless technologies, fiber optics

Senior Application Support Engineer Resume Examples & Samples

• Maintain and monitor the operation and integrity of production systems
• Manage the resolution of all issues
• Support the release management process
• 5+ years in a Software Engineering and or Application Support position
• 5+ years working with workflow and BPM applications
• Ability to work off shift hours of approximately 11 a.m. to 8 a .m
• Experience in defining, configuring and optimizing workflow processes
• Familiar with SQL complex queries; C#/ASP.Net and VBScript/ASP
• Knowledge of web applications such as IIS / Apache; File Transfer Protocols
• SSIS package and/or Stored Procedure development experience
• Enterprise scheduler such as Active Batch, Tidal experience
• Experience with financial services applications such as: Reuters/Bloomberg/Charles River
• High level of creativity and strong analytical and problem-solving skills
• Ability to think and see logically in order to quickly identify solutions to business needs
• Ability to quickly learn new tools/applications
• Ability to use SQL for relational database and data management
• Ability to effectively and professionally communicate, both orally and in writing, as well as articulate and translate technical language to non-technical customers
• Must work out of the downtown Denver office
• Advanced knowledge of Microsoft Windows Server 2003 or greater
• Desired (experience in)
• Performs advanced troubleshooting and debugging of complex applications and systems
• 3 years of experience with MS Server, SQL Server and MS Office Suite
• Application owner for assigned applications and systems at the point of production installation. Ensure documentation is complete prior to turnover from Development group. Facilitate production acceptance and for assigned projects
• Resolve incidents in operations, installations, setups, errors, on-line transactions, and system status and downtime procedures. Document solutions within the enterprise service management tool. Lead recovery efforts and ensure service level targets are met
• Problem owner for assigned systems and applications. Participate in root cause analysis meetings. Fully support and follow TCF Problem Management processes and procedures
• Support on-going delivery of services through maintenance, modification, and problem resolution. Facilitate stability, reliability and improved performance in support of business needs. Drive efficiency through technical and procedural optimizations
• Oversee creation, update and testing of the business continuation and disaster recovery plans for defined applications
• Understand and remain current on IT best practices (e.g., ITIL, PMBOK and Six Sigma). Support adherence to and improvement to service management and support processes
• Provide 24-hour support on a rotating schedule
• 4-6 years of application support experience, including
• 3+ years of experience with structured software development methodologies
• 3+ years of experience in relational database concepts and running queries
• Bachelor’s degree in Computer Science, Information Technology or related field
• IT best practices certifications such as ITIL, Six Sigma, PMBOK
• Previous Business Analyst experience
• Work with team and surrounding departments to bring standards to the organization in deployments, builds and surrounding tools
• Support existing customer facing platforms and interfaces with users to determine where improvements or enhancements are needed to better serve their needs
• Work with development and QA team to further enhance the deployment and support process
• Interface with CME departments and assist with modifications required to support enterprise-wide system changes
• Monitor system utilization and recommend environmental enhancements or modifications as needed, weighing current and future needs as demand dictates
• Create and maintain technical document on all tools developed using enterprise standards
• Lead testing environment problem resolution or identify process improvement efforts. Troubleshoot and resolve environment related issues assigned from defect tracking system
• Provide technical advice to management as new technologies emerge and evolve. Evolve the tools as we change as an enterprise
• Attend and participate in all customer service review meetings
• Familiarity with virtualization technologies
• Experience with common scripting languages (Bash, Perl, Python, Ruby)
• Experience working with mission-critical applications written using Ruby, Rails and Python Ex: Oracle Web Commerce or AEM
• Experience with Java is preferred
• Ability to diagnose and fix complex issues surrounding hardware, software, and network issues
• Familiarity with MySQL and Oracle database administration concepts and performance tuning
• Understanding of performance monitoring software such as Cacti, SNMP, Munin, sysstat, and Nimbus
• Knowledge of RAID technology in regards to data integrity, and IO performance
• Knowledge of email and DNS fundamentals
• RHCE certification is strongly preferred, RHCA a plus

Linux Application Support Engineer Resume Examples & Samples

• A Bachelor's or Master's degree in Computer Science, Information Systems or other related discipline is required; or equivalent combination of education and relevant proven work experience that is required for the specific job level
• 2+ years of applications support or equivalent experience, incorporating Linux
• Distributed computing architecture (client server, intranet/internet)
• Knowledge of HTML, JavaScript, Tomcat, and Apache
• Scripting experience in Perl or Shell
• Knowledge of TIBCO and IBM Websphere MQ messaging technologies
• Financial Trading Experience
• Participate in design and automation to deliver functionality, scalability, performance and reliability
• Interact with technical teams to understand issues with database querying, log file analysis, error correlation, scripting, and data analysis
• Serves in an after hour support on call rotation as an escalation contact and subject matter expert for service trouble incidents and to triage incoming issues and correctly prioritize to solve issues when appropriate or expedient and determine when further escalation is needed
• Bachelor’s degree in Computer Science, Physics, Math, Engineer, technically related field and/or equivalent experience required
• Experience with network technologies and with system, security, and network monitoring tools
• Possess and demonstrate excellent organizational, interpersonal, facilitation, oral and written communication skills
• Ability to work well as a team member
• Ability to work in a matrix organizational structure
• BS degree and/or the equivalent in training and experience preferred
• Demonstrated proficiency of UNIX administration concepts and best practices for Red Hat Linux, Oracle Linux, and HPUX in an enterprise computing environment
• Database administration and architecture concepts and practices using Oracle and DB2 (at a minimum), in addition to other database technologies that may be used by production or lab systems: MySQL, Sybase, Postgres, etc
• Storage administration concepts and practices using EMC, Ibrix, Netapp, and/or 3PAR in addition to related management and backup software
• Ability to support a 24*7 environment, including weekend and evening hours as needed

Linux Application Support Engineer x Resume Examples & Samples

• Take ownership and provide second level support of emerging problems in CME Production environments that are escalated by our first level Technology Operations Control Centre, as part of our follow the sun support model
• Configures systems and modifies settings to ensure proper functioning, handling all deployments and rectifying gaps in instruction script deployment and validation, automating where possible
• Lead’s/participates in Disaster recovery testing across geographical locations
• 2+ years of applications support or equivalent experience, incorporating
• Collaborates with development and testing teams to deliver the expectations are being fulfilled
• Support stakeholders by completing work orders (including build and deployment failures) as they are assigned to the team
• Create and update application run books & appropriate technical documentation
• Administer the tools used in the build and release process
• Create/improve automation that will validate product builds and escalate issues and conflicts
• Ensure all release processes, policies and procedures are properly communicated and documented
• Available to provide 24X7 support as required
• Perform in-depth research and identify sources of production issues and perform root cause analysis of issue
• Meet deadlines while effectively managing priorities and communicating progress
• Minimum 5+ years experience with Linux (Red Hat/CentOS preferred)
• Experience supporting REST Web services written in Java/Ruby
• Minimum 3+ years experience in systems programming (Ruby, Python, Go, Bash)
• Minimum 3+ years experience with Java application servers like Glassfish, Tomcat, WebLogic
• Working knowledge and experience with Salt, Puppet or Chef for configuration and orchestration
• Ability to diagnose and fix complex issues surrounding software and network issues
• Familiarity with PostgreSQL and Oracle database concepts and performance tuning
• Experience with Continuous Integration practices and tools such as Jenkins/Hudson, Go, Bamboo, TeamCity
• Understanding of performance monitoring software such as Nagios, Icinga, Shinken and Nimbus

Servicenow Senior Application Support Engineer Resume Examples & Samples

• Responsible for best practice configuration on new and updated systems
• Solid understanding of code deployment practices and SDLC
• Create pre-production backups, new code updates, configuration file updates. You will document system incidents, changes and prioritize escalated issues
• Participate in after hour production/deployment/releases
• Minimum of 5-7 years of experience in general information technology
• Ability to Develop and Interpret technical documentation
• Experience with the following: .NET 3.5, 4.0, Web Application Configuration and Architecture, IIS 6.0, 7.0 is strongly preferred
• Knowledge of Cloud technologies
• Ability to work under minimal supervision, independently and/or as a member of a project team
• Ability to multitask and to prioritize workload under tight deadlines in a fast-paced environment – must escalate appropriately
• Must be detailed oriented – with strong attention to accuracy and problem solving. “Following-up until resolved.”
• Pro-actively seek opportunities to review solution architecture then put forward and implement proposals for improvement
• Experience working in large scale distributed environments
• Excellent problem solving abilities, coupled with a desire to take on responsibilities
• Must be detailed orientated and a self starter

Equities Application Support Engineer With Strong Unix Resume Examples & Samples

• Co-ordinate and implement the set up of application infrastructure on new non-production environments (Development and Testing)
• Identification and resolution of any issues, raised against non-production environments in a timely and effective manner, taking the end to end ownership of the user issue
• Liaise with System Administrator and Database Administrator in case of Infrastructure issues and escalate to Application Development in case of development problems
• Develop and maintain knowledge of all Equities application product sets
• Implement improvement activities for the process and tools being used by the team
• Carry out releases for various applications
• Identifying recurring manual tasks with a view of automating it
• Understand basic test scenarios and automate where possible
• 5-7 years of Unix, Shell, and Sybase skills with previous production support experience
• Must be able to work 8 AM CST to 5 PM CST
• Strong Unix/Shell and Perl scripting
• Sybase and/or Oracle
• Can work in high pressure and managing multiple customer demands
• Financial Information eXchange (FIX) protocol
• ITRS Geneos monitoring

Application Support Engineer Lead Resume Examples & Samples

• Analyze user requirements, determine estimates for the technical level of effort, and prepare technical designs and specifications
• Provide guidance and mentoring to junior team members. May manage a team of Application Support Engineers
• Participate in IT projects and provide senior technical guidance in application solutions
• Monitor project scheduling and all project tracking control systems
• Work with vendors to solve complex technical issues
• Certifications:N/A
• Preferred Education:Bachelor's Degree in Computer Science
• Preferred Work Experience:Eight years of related experience
• Preferred Certifications:N/A
• Technical skills needed
• Message Broker, Java, Active Directory, Service Now, Informatica, Linux in Web application environment
• Working knowledge of one or more operating systems (mainframe, distributed
• Web), and infrastructure platform architectures (server, network, desktop,
• Database, etc.)

Application Support Engineer Lead Messaging Resume Examples & Samples

• Develop technical solutions and oversee application unit, integration, and system test plans
• Provide technical support of applications, determining and solving systems and programming issues
• Lead in the development and the compliance of standards and guidelines
• Advise other Engineers in areas of specialized knowledge
• Maintain technical expertise with ever-changing service options, configurations, and procedures
• Education:Bachelor's Degree in Computer Science or related technical degree, or equivalent combination of education and experience
• Work Experience:Six to eight years of related experience in application development, integration, and configuration
• Certifications: N/A
• Skills:Prior technical leadership or management experience. Strong experience in application development, management, and configuration. Strong experience managing applications in a cloud computing stack environment. Strong experience using a scripting or programming language. Solve complex technical problems. Detail oriented and well organized; ability to plan and multi-task in order to meet deadlines. Effective oral and written communication skills; ability to understand and explain complex procedures in writing or verbally. Strong ability to learn; ability to follow instructions well; strong analytical skills. Highly responsive self-starter with a positive outlook and motivated attitude. Must work well in a team environment and able to lead the team to accomplish defined goals
• Preferred Work Experience: N/A
• Preferred Certifications: N/A

Desktop & Application Support Engineer Resume Examples & Samples

• Work closely with internal IT support teams within GBTS like Desktop, Networking, Voice technology, Technology Procurement and the Internal Security Office (ISO)
• Essential training will be provided where necessary to build up these skills
• Provide IT expertise to business partners across a wide spectrum of IT areas
• Additional ad-hoc projects - these might include coordinating with software development, quality assurance and IT integration teams to introduce new cutting edge hardware and software solutions
• Work with Business Units to determine application set up criteria and enter specific information for Security requests and all access related activities
• Handle on-site activities for the employees in El Paso, regardless of technology
• Periodic travel to Newark, NJ for meetings and training is required
• 3 years desktop and application IT support experience
• Strong knowledge of supporting both Windows and MAC desktops / laptops, Virtual Desktop Infrastructure, as well as Apple products like iPhone and iPad
• Experience with Video Conferencing Technology is a plus
• Excellent oral and written communication skills
• Ability to partner effectively with colleagues across multiple business groups and corporate areas

Linux / Windows Application Support Engineer Resume Examples & Samples

• Facilitate Enterprise standards for deployments and builds. Define and document deployment/configuration processes
• 3+ years hands-on experience in direct support or development of UNIX/Linux/Windows applications and infrastructure support
• Works on problems of moderate scope where analysis of situations or data requires a review of identifiable factors and a considerable degree of judgment
• Performs tasks such as, but not limited to, the following
• Provide support for business applications, especially manufacturing applications for end users
• Provide solutions to business requirements for setting up manufacturing applications: MES (Manufacturing Execution System)
• Working to improve the production process through efficient use of available applications
• Develop software as part of IT projects: code / test / documentation
• Assist end users with problem elimination
• Manages, escalates and tracks problems which cannot be resolved locally
• Organise and support training for end users of the applications including Shop Floor Control system
• Training of business process and application solution for any new customer / product introductions
• Creates and maintains label templates
• Works with Regional and Global teams on problem definition, resolution, and to prepare Service Requests where IT application/interface changes are required
• Manage User Acceptance Test (UAT) planning and execution
• Participate in business processes development and share with the corporate team
• Facilitate understanding of business processes
• Understands the existing business processes and how IT solutions facilitate the processes
• Excellent technical understanding of specialized domains
• Experience working on and maintaining Windows systems and Office Software
• Experience on liaising with experts of different fields in order to contribute to find optimal solutions
• Experience working on manufacturing environments
• Knowledge of software design, development and maintenance process
• Software development. Ideally C#, VB .Net and VBScript
• Experience on using Label designing tools
• Degree Computer Science or other technical degree with computer related experience or equivalent
• 3 plus years relevant experience
• Work with ticketing system to respond to customer issues
• Responsible for the monitoring of system software on in multiple data centers
• Monitoring of all data center hardware platforms for hardware and operating system related alerts, errors, warnings, performance, communications related issues, or problem conditions
• Diagnose problems with our Web-based enterprise application and various vertical applications
• Documentation of processes involved with support duties for internal customers and end-users
• Diagnose and Analyze content reported by clients
• Support and Diagnose playback issues on mobile Apps for Windows Mobile, IOS, Androids, tablets, and any future device
• Collects and organizes technical data related to assigned projects
• 1) Client Support
• Support Issue Resolution
• Updates Remedy
• Development (Onboarding of new clients to existing solution already in production, Small enhancements to existing solutions in production)
• 2) Deployment
• Tracking where the code is via Environment Metrics
• Solution Name, Environment, Servers, Solution Version, Framework Client -Version, Framework Management Version, webMethods version
• Responsible for deploying code from development to other lower region (QA) using deployer
• Ability to solve problems quickly and completely
• Ability to work within a team environment, be flexible on assignments and have a proven record of meeting or exceeding dates
• WebMethods knowledge / experience

Ops Application Support Engineer Resume Examples & Samples

• Supports the architecture, design, development, qualification and
• Develops and applies performance and bandwidth models for interactive
• Works with the product development and operations teams to define
• Works closely with development, integration and test teams to ensure
• Supports applications, revising, updating and providing documentation as required
• May be responsible for managing small to medium projects
• May be responsible for developing project plans and other project documentation
• Provides technical expertise in the examination and definition of objectives for existing or proposed systems and in the design of improved systems utilizing information services
• Provides technical assistance to staff including interpretation of specifications
• Researches new developments in hardware and software. Maintains currency in techniques and tools enabling system proficiencies and performance improvements
• Performs systems integration testing and user acceptance testing as required by software development lifecycle
• Performs other duties as assigned or requested
• Bachelor's Degree BS in IS, Computer Science or a related field
• 3-5 years information technology experience
• Requires thorough understanding of application systems
• Has strong knowledge of business systems, and has specific knowledge of the functions supported as well as their associated functions
• Ability to analyze, develop and implement complex programming solutions
• Analytical and research
• Application development methodologies
• Thorough understanding of systems environments including one or more of the following: hardware, software and networking environments, files/databases, programming languages, program design and systems development, batch and online programs, installation procedures, and processing
• Documenting technical design and business requirements
• Strong written/verbal communication skills
• Collaborate with development and testing teams to deliver solutions and ensure expectations are being met
• Understanding of Software Development Life Cycle (SDLC) with Agile/Scrum development methodologies
• Create/improve automation that will validate product builds and escalate issues
• Perform in-depth research and identify sources of production issues and perform root cause analysis of issue in accordance with ITIL standards and methods
• Evaluates changes using Risk Priority Number (RPN) methods and develop Methods of Procedures (MOPs) for changes
• Working knowledge of the following operating systems: RHEL/CentOS/Ubuntu, Windows
• Working knowledge of FTP, SFTP, SMTP, DNS
• Working knowledge of application servers (Jboss, Weblogic, Tomcat)
• Understanding and/or working knowledge of many of the following Memcached, nginx, node.js, NoSQL, Oracle DB, MySQL, Varnish, AEM, Open Stack and GIT
• Understanding of identity services, scheduling, security, servers, network infrastructure, storage infrastructure (SAN/DAS/etc.), SOX and PCI compliance
• Working knowledge of automation principles and design
• Working knowledge of scripting languages (Python, Perl, BASH, etc.)
• Working knowledge of configuration management tools (Chef, Puppet, Salt, etc.)
• Working knowledge of deployment release management tools (JIRA, Jenkins, Hudson)
• Working knowledge of clustering, virtualization, high availability configurations, security principles, performance tuning, capacity planning, server hardening, load balancers, and firewalls
• Perform root cause analysis and recommend actions to prevent future occurrences
• Perform routine production maintenance activities to ensure ongoing operational quality and client satisfaction
• Strong troubleshooting and debugging skills at all levels of a distributed web application on Windows platform
• Familiarity, or knowledge of, common networking practices, and client/server applications
• Some exposure to network troubleshooting is desired
• Experience with financial institutions and/or retail banking is desired but not required
• Be able to effectively work the incident ticket queue paying attention to shifting priorities
• Support on-call rotation where the following is required
• Be able to respond to all Severity 1 and Severity 2 tickets
• Reply with an “I-got-it” message to support manager
• Be able to provide a final status of the ticket via email
• Be prepared to spend extra hours when dealing with a high volume or high priority tickets. This may happen several times a week including at least one weekend per month
• Be able to document the steps taken from any incident and handoff (with minimal training) to Operations Monitoring group
• Adhere to the Fiserv:EPS coding Standards
• Minimum 5 years’ experience in enterprise software development
• Minimum 3 years’ experience .NET based development
• Prefer experience with Web Services (.NET)
• Prefer knowledge of MS SQL Server
• Maintains list of system related issues and bugs
• Prioritizes issue log with management and collaborates with engineering team for resolution
• Coordinates operational process improvement tests that tie in with overall continuous improvement efforts
• Maintains SOPs for each process area within the DC
• Liaises with Training Specialist and management to ensure valid processes and procedures are in place to enable optimal process flow and the achievement of customer quality and service level metrics
• Ensure availability of adequate storage locations at all times
• Maintain storage location capacities, setup and barcoding
• Key operations liaison with customer loyalty team
• Provides insight into operational practices and issues that contribute to customer satisfaction concerns
• Work with DC leadership and engineering team to facilitate customer service related issue resolution
• Responsible for asset tracking and management of operations computer hardware (scanners, printers, computers etc.)
• Implement workflow specific software
• Support services for Mac and Chromebooks
• Additionally support issues that may arise such as workstations, Wifi, printers, scanners etc
• Methodology of working a project (i.e. dealing with software, customer has action-items, helping push them to resolve their issues)
• 2+ years of technical experience and along with the ability to troubleshoot application related issues
• Experience with resolving issues as they pertain to workstations, laptops, printers, scanner etc
• Support operations, projects, and capability improvement for the entire service lifecycle, including the key functions of
• Incident Management
• Ensuring that incident and problem management processes and procedures are followed and adhered to standards
• Able to work independently as a self-starter as well as within a team dynamic
• Effective communication skills with a diverse audience (technical and non-technical)
• Experience with supporting OS (Windows), web servers (IIS), application servers (Tomcat)
• Supporting MS Dynamics CRM 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
• Responsible for change management activities 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. Responsible for approving changes to the Russell production environment and ensuring all changes and processes are properly documented
• Administer security permissions; set up and apply functional role security permissions based on user's job functions
• Define and collect metrics and key performance indicators that align with the goals of the business
• Managing vendor relationships, including planning for and organizing release updates, new installs, new equipment and software requests in conjunction with Corporate IT, business unit staff and vendor contact
• Managing internal batch processes and data integrity. Determining technology support needs and assessing availability of resources
• Coordinating technology efforts with Corporate IT and the business units
• Partial responsibility for decisions affecting the operational state of the internal production computing environment within Russell
• Experience with customization and configuration of Microsoft Dynamics CRM is required. MS CRM Certification preferred
• Experience working in a DevOps role/organization preferred
• Bachelor’s degree required (Computer Science, MIS or Finance.)
• 2-4 years experience in the investment management business preferred
• Understanding of software development process, change management, and project management
• Broad technical knowledge of client server, intranet, networking, and SQL relational database systems. Powershell, C# Java Script and Octopus are a plus
• CRM Specific Skills, CRM SDK, CRM Web Services
• Experience supporting a 24/7 environment is a plus
• Knowledge of audit processes and procedures
• Strong analytical and business problem solving skills
• Ability to apply technology to practical business solutions
• Assertive, self-motivated and self-directed
• Ability to contract and negotiate with vendors, internal and external

Magento Application Support Engineer Resume Examples & Samples

• Engages with the Account Team to ensure Critical Application Services client expectations are being fulfilled
• Act as a consultative resource for customers to assist them in achieving their business objectives
• Proactively seek opportunities to review solution architecture then put forward and implement proposals for improvement
• Respond to support requests and co-ordinate Customer support teams where appropriate
• Ensure appropriate technical documentation is in place for customer solutions
• Identify opportunities for growth and advancement of the Service offering
• Mentor and assist in the development of other technical staff
• Requires 3-5 years of hands-on Linux exposure within the full LAMP stack
• Bachelor's degree in computer science or engineering related field or equivalent work experience preferred
• Experience with both Magento Enterprise Edition and Community Edition
• Experience with Full Page Caching (including MemCache, Redis and Varnish)
• Understanding of performance monitoring software such as SNMP, CA Spectrum, sysstat, Nimbus, and other monitoring software
• 1-2 years knowledge of network concepts such as the TCP/IP stack, load balancing, firewalls, iRules, and network routing
• Experience with performance tuning and diagnosing system bottlenecks through root cause analysis
• Experience working in large-scale distributed environments
• Ability to work independently and operate as a member of a team
• Excellent problem-solving abilities, coupled with a desire to take on responsibilities
• Must be detailed orientated and a self-starter
• Analyze and resolve complex technical problems, including performance tuning, and application design and debugging
• Diagnose Performance and Capacity issues related to Windows Servers & Database Systems
• Review code (C#, ASP, C++, Powershell, TSQL) and reverse engineer to determine fault and performance enhancements
• Responsible for assisting with hardware sizing for Capacity & Performance
• Proactively research and recommend enhancements to improve capacity, performance and reliability
• Exceptional troubleshooting skills
• Windows 2003 and greater Server Architecture, Design & Maintenance
• ITIL Incident Management, Problem Management, Change Management
• Database Architecture, Design and Maintenance
• Web Server, Web Service Design, and Coding experience
• Proficient with C#, ASP, C++, TSQL, Powershell languages
• Performance Tuning, Query Optimization, Client/Server Connectivity, Database Consistency Checks using DBCC Utilities & DMV’s
• Excellent knowledge in system tables and system stored procedures using T-SQL
• Experience with Web Server Tuning, IIS, Java, Tomcat, Apache
• Experience in using tools like SQL Profiler, Windows Performance Monitoring utility and performance counters for monitoring and Tuning MS SQL Server Performance
• Understanding of Web Server tuning and optimization for IIS, Tomcat, Apache
• Java Beans, JMX
• Perfmon, Blackbox, Solarwinds, Tibco, APPWay, VMWare, Citrix
• Experience in installation and configuration of Cluster SQL Server in Active/Passive in SQL Server 2000/2012
• 5 years of combined experience with Microsoft SQL Server Performance Tuning & Optimization
• 5 Years of combined experience with C#, C++, ASP, Powershell languages
• 5 Years of combined experience with IIS, Tomcat & Apache Web Servers
• 3 Years of combined experience with Incident, Problem and Change Management Systems
• Investigate and diagnose problems that require expert knowledge and skills at the browser, application, database and network layers
• Manage problems and events introduced by vendor releases, defects, bottlenecks and other production barriers
• Manage resources and coordinate activities to resolve complex issues and determine root cause during outages or service disruptions
• Perform quality work that has been tested with an emphasis on the highest possible accuracy
• Create scripts as needed to support application deployments and improve existing workflows
• Coordinate and partner with business stakeholders, software development and DevOps on various issues and projects
• Conduct ongoing troubleshooting and testing of web applications
• Investigate, understand and clearly communicate solutions to non-technical customers
• Works both independently and collaborates with the Sr. Application Support Engineer along with the rest of the Services & Support Department
• Perform Event Management functions including escalation of issues, sending market notifications, participating in bridge calls and updating leadership
• Platforms: Expertise in remote support / administration of Linux, Windows, and mobile device support (iOS/ Android)
• Applications: Broad knowledge and experience in supporting and administration of Apache, IIS, Web-based Content Management Systems and Web application frameworks; Demonstrated ability in managing a Support/ Issue Tracking ticket system
• Databases: General knowledge of Microsoft SQL Server, MySQL or other similar database platforms
• Caching: Working knowledge of the use of a content delivery network (CDN) for distributed web site delivery and caching; Akamai or similar
• Monitoring: Extensive knowledge of the use of Adobe SiteCatalyst, AppDynamics, Keynote, Splunk, ScienceLogic EM7 or similar for web site performance and general environment health monitoring; detailed tiered application performance monitoring; traffic analytics analysis
• Languages: Detailed knowledge in HTML/CSS, JavaScript, XML, Bash, Perl, PowerShell, Node.js, Python or other similar scripting or markup languages
• Network/Environment: Experience working with complex multi-tiered environments; large scale networks and the Internet, interconnectivity of tiered applications, services and servers, DNS; specific to Web-based applications and services is highly desirable
• Bachelor’s degree in Computer Science or a related field, or minimum three years’ experience in technical application support or experience working for a web hosting service provider
• HTML, XML and JavaScript skills
• Understand large-scale web applications for content management systems, advertising, data feeds, etc
• Understand multi-tiered web server, application, database and network environments
• Maintain Project Portfolio Management's Workflow and integration with other tools
• Create and update training material targeting several types of users, in English and in Japanese
• Schedule and deliver training sessions for several types of users, in English and in Japanese
• Provide remote and onsite consulting and Project Portfolio Management system training
• Create and assist in the creation of custom reports and dashboards as requested
• Maintain system generic data
• Customize System portal and inform users about product updates
• Prior experience in a project management role
• Proficiency with Project Management tools and processes
• Good understanding of Project Portfolio Management process and function
• Experience in supporting or implementing Resource Management and Financial Management
• Experience in working on projects for web service projects and/or mobile application development
• Technical support experience
• Manage business relationships, application performance, and the identification and delivery of new and existing application services to meet the business users known and emerging needs
• Proactively communicate with various business areas/leaders to understand short and long term plans ensuring that applications meet the requirements for the end-users and the business
• Liaise with Project Management Office and Development to initiate Work Efforts that enhance supported application functionality
• Evaluate, install, configure, and deploy new applications, systems software, products, and/or enhancements to existing applications throughout the enterprise
• Document current processes and procedures; and build, maintain and contribute to a knowledgebase for the firm’s systems
• Associate's degree or equivalent education and work experience required
• Minimum of four years of experience providing application and end-user support services required
• Experience working with Active Directory user administration, automated help desk systems, OS imaging processes, network and local printer installation, desktop scripting, application deployment, tax and audit applications, QA testing processes and, troubleshooting in the Windows desktop environment (networking, OS, Microsoft Office suite, PC hardware, printers) preferred
• Experience preferred in supporting complex systems including Citrix (XenApp, XenDesktop, XenMobile), Dynamics CRM, and Elite
• Ability to be a self-starter, prioritize workload, and adapt to new processes and procedures in a fast paced environment
• Break-fix support for incidents
• Feed management and escalation
• Unix, Linux and Windows platforms
• IIS, Apache web services
• SQL, Oracle & Sybase databases
• Autosys and Control M schedulers
• Tivoli, Netcool, EDGE, Apica, AppDynamics monitoring tools
• Preferred experience or knowledge of Legal, Compliance & Security environments
• Experience with ticket management (HP Service Manager), prioritization and escalation. Able to work under pressure to resolve issues affecting production services
• Disaster Recovery, Sustained Resiliency and High Availability planning and testing
• Experience with creating process, procedures, and documentation
• Ability to coordinate tasks with multiple teams in multiple locations and time zones - the Operate team is split between Bournemouth (UK), Singapore, Hyderabad (India) and Columbus (US)
• Effective communication skills with a diverse audience (technical and non-technical, senior and junior)
• Develops specifications and technical design for complex projects
• Models business processes and data
• Assists in creation and execution of test plans for integration and system tests
• Interfaces with clients to determine requirements, resolve problems, and perform testing
• Analyzes system and program requirements for complex projects. Identifies multiple solutions to complex problems
• Analyzes and recommends tools
• Plans and completes complex IT projects
• Demonstrates advanced understanding of software development and research tools
• Is a resource to others in solving problems and works independently. Prepares presentations and leads meetings
• Bachelor’s degree in Information Systems, Computer Science or technically related field, or equivalent education/experience
• Minimum of 2 years work experience
• Masters degree in Information Systems, Computer Science or related technical field is acceptable in lieu of work experience
• Experience with SQL, SSIS, .Net, VB or VBA, JIRA, Sharepoint, knowledge/experience with databases is a plus
• 8 years of application or database support development
• Application support and development knowledge in C# and .NET languages
• Scripting experience in PowerShell, Perl, Bash, or SQL
• Masters degree in Information Systems, Computer Science or related technical field with 6 years experience is also acceptable
• Identifies and resolves incidents within agreed Service Level Agreements (SLAs)
• Investigates 2nd level support incidents that are beyond the scope of level 1 support
• Resolves incidents where possible without referral to developmental support teams
• Creation and monitoring of development cases through JIRA
• Appreciation for the nature of business critical incidents and immediately escalation and assistance in processing major incidents, in line with incident management processes
• Takes end-to-end ownership of incidents (even after referral), ensuring accurate and timely updates are maintained in the incident management system
• Identifies opportunities for enhancements to known solutions within the Service Desk knowledge base
• Continually increase the amount of incidents resolved prior to submitting to development
• Ability to “think outside the box” in order to analyze and resolve issues
• Keeps users and other interested parties informed of incident and service request progress throughout the lifecycle
• Maintains strong relationships with the users by effectively managing and communicating expectations and inspiring confidence in consistent, accurate, timely delivery

Software Application Support Engineer Resume Examples & Samples

• ASE primary focus is to remotely resolvesoftware (SW) problems for customers, including updates and calibrations
• Keep customer informedof the status of their case, elevating their issue as needed within the Care Center, and manage the interactions with customers to maximize the Total Customer Experience (TCE). Elevated case requires follow up of ASE to case closure
• Reporting and excellent tracking of customers interactionsin our systems to ensure proper documentation for hand over to field, product/case history and to ensure proper case closure, reporting and feedback loop activities. Prepare FSE prior to the visit, updating case notes and systems with all troubleshooting steps performed
• The ASE as well plays a role on consultancy with our customers on software info, and specs of the product
• Graphic business experience, including commercial industry printing
• Knowledge of industry standard operating systems
• Technical writing skills desired
• Analytical and troubleshooting methodologies
• Solid understanding and experience of Customer Service business
• Command of English. Excellent Verbal and written communication skills. Combined with command of Spanish would be a major advantage
• Able to communicate remotely with both technical and non-technical users and to promote virtual tools
• Superior customer service skills. Experience in remote troubleshooting in a technical environment. Proven analytical and problem solving skills
• Ability to solve and document solutions for customers in complex situations. Ability to contribute to technical action plans
• Overall understanding of contribution of role into organizational priorities (Operational Excellence, Diagnosis accuracy, RER, TCE….), able to correlate day to day activity into those organizational priorities
• Works across functions and promotes teamwork and focus on generating E2E activity leading to the right customer solution
• Masters tech knowledge on GSS products and technologies and has the ability to transmit that knowledge to our customers. Constant development of tech skills (on work, on training and at customer site)

Associate Application Support Engineer Resume Examples & Samples

• Design and develop templates for the layout of client bills
• Write custom reports and perform data manipulation through SQL scripts
• Perform analysis and resolution for assigned cases in a timely and high-quality manner
• Collaborate with Project Managers to analyze and clarify requirements
• Contribute to our knowledge management repository
• Function as a “go-to” person for more complex and/or client-sensitive mapping/templating projects and issues
• Identify opportunities to improve processes, automation, and tools within the Application Support team

E-solutions Application Support Engineer Resume Examples & Samples

• Day-to-day management of production: monitoring, capacity management, problem resolution activities, change management
• Responsible for efficient resolution of issues to minimize impact to clients and internal users including liaising with end users, team members, management, vendors, other internal IT teams.
• Assist in the development, design and implementation of technical support systems
• Perform activities related to implementation and rollout for upgrades of existing services
• Work closely with development teams, business analysts, architects, all infrastructure teams to design and setup new systems, improve existing platforms (resilience, high availability, performance, low-latency...)
• Coordinate and organize changes with external vendors, markets, ECNs
• Plan, schedule, implement and document the change activities
• Strong all-around IT background and proven experience in electronic trading markets on similar environments
• Strong understanding of Microsoft operating systems and IIS application servers to be able to tune operating systems platforms for optimum performance
• Basic knowledge of Linux to be able to troubleshoot operating systems
• Scripting (Python, PERL, Shell, SQL....) and development skills for administration, monitoring and support tools
• Good network and firewall infrastructure understanding
• Good understanding on web technologies
• Proven project management skills to deliver medium scale projects
• Ability to analyses network captures

Junior Application Support Engineer Resume Examples & Samples

• Automation and processes required to deploy, manage, configure, scale, and monitor internal, product, and cloud-based applications
• Implementation and management of build and deploy workflow processes related to product development
• Management and support of infrastructure and development applications including continuous integration, source code management, and hosted applications
• Work collaboratively with team members to ensure successful delivery and implementation of assigned tasks
• Works closely with the Information Technology team to co-ordinate and execute application installations and upgrades and to ensure focused and timely issue resolution
• Adheres to corporate policies and standards to ensure regulatory compliance in the areas of security, PCI and PII
• Provides ongoing/on-call support of related products or services in order to ensure minimal impacts/avoid outages to the production systems
• Responds quickly to production incidents and reports them to management immediately
• 2-4 Years experience in the following areas
• Build and release process
• Linux/Windows Platforms
• Scripting (Perl, Ruby, Python)
• Java application servers (Tomcat, Weblogic, Websphere, JBoss)
• Continuous Integration applications
• Build and deployment automation tools (Ant, Maven, Ivy, Nexus, Sonar, Chef, Puppet)
• Source code management tools (Perforce, Subversion, Git)
• Databases (Microsoft SQL, Oracle, MySQL, NoSQL, etc.)
• Cloud (Amazon Web Services, Microsoft Azure, Google) a plus
• Demonstrated team player
• Knowledge of software development life cycle (SDLC) including Agile Development Methodology
• Excellent communication, interpersonal, and, consultative skills, work effectively with clients, vendors, peers, and business/IT management
• Strong analytical, problem-solving, and troubleshooting skills
• Ability to stay current on trends and development within functional area of experience along with the industry
• Self-assured and confident with professional approach
• Ability to work under pressure to meet tight deadlines. Provides on call support of related products or services in order to ensure minimal impacts/avoid outages to the production systems
• Provide Level 1 and 2 support (24x7) of Scottrade’s in-house and 3rd party distributed production applications, as well as deployment of new software, upgrades and application code to remediate known defects. Effectively escalate to Level 3 in-house and 3rd party support teams as needed
• Provide basic support, maintenance and configuration for various middleware and platform components, such as application servers, web servers and message buses to maximize application availability
• Provide basic technical expertise and perform tasks for all related projects where application releases across QA and production environments are necessary (including Disaster Recovery and Business Continuity)
• Ensure application documentation needed for code release and support is accurate, tested and complete
• Contribute to incident/problem management processes regarding production outages
• Work with business, I.T. associates and outside vendors to deploy, document and maintain the distributed application/middleware environments’ additions and changes
• Maintain relationships with I.T. and outside Level 3 escalation points
• Initiate and participate in timely communication to all stakeholders, as necessary, during release and incident processes
• Ability to deliver a high level of customer service
• Basic ability to research and resolve problems with minimal assistance
• Basic understanding of incident, problem, release, change and project management policy and processes, as well as an established SDLC framework
• Basic knowledge of application code repositories and functions
• Basic knowledge of TCP/IP networking fundamentals
• Organizational skills with the ability to handle multiple tasks
• Intermediate level proficiency with Microsoft Word, Excel, PowerPoint and Outlook
• Bachelor’s degree in MIS or Computer Science, or equivalent combination of education and experience preferred
• 1+ years professional or academic (including applicable college coursework, trainings or certifications) technical experience required
• 1+ years technical experience in current Intel/Windows and Linux-based server operating systems preferred
• 1+ years technical experience supporting and configuring application and web servers preferred
• 1+ years technical experience in software packaging and distributing, using packaging/distribution tools, including monitoring of related server components via WMI interface preferred
• 1+ years experience in technical writing and documentation techniques, using tools such as MS-Office and various screen capture utilities components and administration preferred
• 1+ years experience supporting multi-tier applications, including database connection configurations preferred
• Provide intermediate level support, maintenance and configuration for various middleware and platform components, such as application servers, web servers and message buses
• Provide intermediate technical skills in monitoring, troubleshooting, maintenance, and enhancements of distributed applications and middleware
• Provide intermediate level technical expertise and perform tasks for all related projects where application releases across QA and Production environments are necessary (including Disaster Recovery and Business Continuity)
• Work with business and I.T. associates, and outside vendors to effectively plan, deploy, document and maintain the distributed application/middleware environments’ additions and changes
• Initiate and participate in timely communication to all stakeholders as necessary during release and incident processes
• Intermediate level ability to research and resolve problems with minimal assistance
• Intermediate level understanding of Incident, Problem, Release, Change, and Project Management policy and processes, as well as an established SDLC framework
• Intermediate level knowledge of application code repositories and functions
• Intermediate level knowledge of TCP/IP networking fundamentals
• Solid organizational skills with the ability to handle multiple tasks
• Bachelor’s degree in MIS or Computer Science is preferred or equivalent combination of education and experience preferred
• 2+ years technical experience in current Intel/Windows and Linux-based server operating systems required
• 2+ years technical experience supporting and configuring application and web servers required
• 2+ years technical experience in software packaging and distributing, using packaging/distribution tools, including monitoring of related server components via WMI interface required
• 2+ years experience in technical writing and documentation techniques, using tools such as MS-Office and various screen capture utilities components and administration required
• 2+ years experience supporting multi-tier applications, including database connection configurations required
• Provide Level 1 and 2 support (24x7) of Scottrade’s in-house and 3rd party distributed production applications and middleware, as well as deployment of new software, enhancements, and patches across all environments and in conjunction with the project life cycle
• Work closely with internal and external teams within business and I.T. as well as outside vendors to effectively plan, deploy, document and maintain the distributed application/middleware environments’ additions and changes
• Provide advanced technical skills in monitoring, troubleshooting, maintenance and enhancements of distributed applications and middleware components, such as application servers, web servers and message buses
• Work closely with development and QA teams to create and maintain various QA test environments using automation tools with templates provided by the Server Administration department
• Create and maintain deployment scripts and MSIs for deployments to Windows servers
• Work with I.T. departments including Change Control, Quality Assurance, and the Project Management Office to create and maintain release schedules
• Initiate and participate in timely communication to all stakeholders as necessary during release and incident processes, and lead incident/problem management processes regarding production outages
• Lead technical evaluations, proof of concept’s and/or provide technical recommendations within discipline
• Provide mentoring, guidance, assistance, and support to co-workers
• Expert level ability to research and resolve problems with minimal assistance
• Expert level understanding of Incident, Problem, Release, Change and Project Management policy and processes, as well as an established SDLC framework
• Advanced level knowledge of application code repositories and functions
• Basic level proficiency with SQL server and Oracle database technologies
• Ability to work in a fast-paced dynamic team-oriented environment, while quickly adapting to changes
• Ability to work evenings and weekends as needed
• Ability to train, mentor and assist in developing co-workers
• 6+ years technical experience in current Intel/Windows and Linux-based server operating systems required, including experience with Windows Registry, IIS, and Active Directory
• 6+ years technical experience supporting and configuring application and web servers required
• 6+ years technical experience in software packaging and distributing, using packaging/distribution tools and scripting, including configuration and monitoring of related server components via WMI interface required, Flexera Admin Studio and Altiris DS experience preferred
• 6+ years experience in technical writing and documentation techniques, using tools such as MS-Office, Visio and various screen capture utilities components and administration required
• 6+ years experience supporting multi-tier applications, including database connection configurations required
• 4+ years experience using a source code repository required. Microsoft Team Foundation Server experience preferred
• Current MCSE certifications or other relevant technical certifications/training preferred
• Provide integration and support services pertaining to Windows applications used in finance, back office, accounting, operations, legal, compliance, and investor management
• Troubleshoot issues involving complex application logic, navigating file systems and Microsoft SQL databases
• Report development using Crystal Reports, Tableau, or equivalent enterprise reporting tool
• Scripting and automation to reduce daily support burden of financial applications
• Define application requirements and assist users with application selection
• Proactive capacity-management planning, supporting future growth objectives
• Integrate vendor add-ons and extensions to existing applications
• Plan for application disaster recovery requirements
• Collaborate productively with infrastructure professionals, application developers, system vendors, and end users
• Develop solutions with an eye towards efficiencies and repeatability so as to improve the turn-around time and quality of the team’s output
• Write Python scripts to parse and apply business logic to client data
• Recommend best practices, answer questions regarding feasibility issues, and serve as a subject matter expert on mapping and templating to support Client Services, Professional Services, Sales, Business Development and Marketing

Product / Application Support Engineer Resume Examples & Samples

• Positive, proactive, customer service attitude
• Ability to diagnose research and resolve technical issues independently or as a cooperative member of a team
• Ability to work on multiple tasks simultaneously and meet deadlines while providing quality results
• Ability to clearly articulate technical problems and resolutions using a tracking/documentation system
• Proven analytic ability and problem-solving skills
• Excellent listening skills
• Excellent time management skills
• Working knowledge of the diagnosis, repair and debugging of software and computer systems
• Working Experience with troubleshooting web based applications and technologies
• Working knowledge of java and/or other technical language
• Working experience with relational databases, including MSSQL and ORACLE, and querying tools (Including PL/SQL or SQL Developer)
• Working knowledge of the Software Development Lifecycle
• Working knowledge of Version Control tools (Subversion preferred)
• Working knowledge of release and deployment management
• Experience with web server technologies including Jetty, WebSphere, and IIS
• Experience with Microsoft Operating systems, desktop & server. Linux is a plus
• General knowledge of TCP/IP network infrastructure
• General knowledge of software development and deployment using JAVA, Javascript, XML, and HTML
• Knowledge of HL7 or other EDI transactions types
• Familiarity with writing articles for knowledge base and technical article creation
• Knowledge of HealthCare and IT industries. For example, industry history, key customers, competition, and regulatory environment
• Strong understanding of the interrelationship of Information Technology and Healthcare industries
• Knowledge of the Payer/Provider environment a plus
• Knowledge of HIPPA compliance regulations preferred
• Certification in any related technology areas a plus
• Receive and resolve application escalations from Tier 1 third party vendors&r personnel
• Responsible for attending project meetings as required
• Works with IT groups, Vendors and Business users
• Previous experience with corporate source systems/files (i.e. Payroll, Human Resources, General Ledger, Hiring/Employee Processing, Inventory & Purchasing, Vendor Payments and Time & Attendance)
• Understanding of system error messages and resolve system related problems
• Have interpersonal skills to deal effectively with all business contacts
• Receive and resolve application escalations from Tier 1 third party vendor’s personnel
• Provide Subject Matter Expertise (SME) level of application level issues
• Responsible for attending project meetings and facilitating meetings as required
• Responsible to attend strike teams as an escalation point
• Responsible to assistance as required in providing Frequently Asked Questions (FAQ) and responses from Tier 1 & Tier 2
• Responsible for creating and maintaining documentation related to applications and application issues
• Responsible for documenting issues that are awaiting code releases to resolve
• Responsible for attending training on applications and technical skills
• Provide high level knowledge and mentoring in version control systems
• Provide high level knowledge of core Java principles and possess Java diagnostic expertise
• Provide high level knowledge of TIBCO Administrator, TIBCO EMS Administrator, and TIBCO Designer
• Performs all other job related duties as requested
• At least 4 years of Information Systems experience working with the following systems: IBM AS400 series, AIX, UNIX, Windows and Sun Micro systems, TCP/IP and SNMP network protocols
• At least 4 years of experience in Information Technology preferably with a strong technical understanding of the various hardware, software and networking systems being supported
• Working knowledge of system error messages and resolve system related problems
• Working knowledge of ITIL processes
• Professional appearance and demeanor
• Experience with corporate source systems/files (i.e. Payroll, Human Resources, General Ledger, Hiring/Employee Processing, Inventory & Purchasing, Vendor Payments and Time & Attendance)
• Master’s Degree in Information Systems/Technology, Computer Science, Computer Engineering or a related field
• Manage platform implementations following the general change management processes
• Contribute to the migration of existing and creation of new applications on development, test and production platforms
• Active involvement in coordination and change introduction to Amadeus production and test systems
• Own and preview all non-standard changes before they are accepted into production
• Ensure formal and documented hand-over of IT Services to operational teams as part of an implementation
• Participate in Amadeus technical projects in close cooperation with Development and relevant groups within ADP
• End to end problem ownership: own Problem Tracking Records, making sure solutions are implemented as agreed
• Chair Problem Management Review meetings, and track Problem Management Review action items making sure action items are implemented as agreed
• Drive incident and problem prevention activities
• Active involvement in major incidents (2LS trouble-shooting, including on-call where necessary)
• Recommend, document and develop changes to fix problems and improve processes, while demonstrating self-initiative and self-motivation
• Maintain the items in the Configuration Management DB
• Implement and verify application batch processes and file transfers
• Regularly contribute to upcoming security audits by coordinating activities for required updates
• Represent the team as an interface to other teams in Operations, Development and Marketing
• Excellent written, verbal and presentation skills in the English language
• Customer orientated and service driven
• Ability to work alone and as part of a team in a multi-cultural environment
• Analytical skills to quickly recover incidents and locate their root cause
• Flexibility to work outside normal office hours when required
• Good understanding of Amadeus Transaction flows
• Good understanding of the ITIL and LEAN-IT processes
• Good understanding of the Linux operating system, shell scripting, tools and utilities
• Good understanding of TCP/IP, UDP, SSH, FTP, HTTP protocols
• Good understanding of SQL, NoSQL database concepts and operations
• Good understanding of general testing concepts and procedures
• Good understanding of 1 or more programming languages (PYTHON, PERL, PHP/HTML, JAVA, C++)
• Good understanding of the XML language and WEB SERVICES
• Experience of giving support to a user community
• Administration of SharePoint 2013 (preferably in the Office 365 environment) including setting up sites, libraries and lists, managed meta-data
• Managing SharePoint users, user groups and permissions
• Coding experience relevant to SharePoint implementation e.g..: XHTML/HTML 5, CSS, AJAX, Javascript, JQuery, XSLT, C#,VB
• Strong experience of administering Microsoft products including , MS Windows 8.1 and higher, MS Office 2013, MS Project, MS Project online, MS Visio
• A good understanding of MS Office functionality to be able to support users in their everyday business
• Experience of Scripting within MS Office for helping our users automate tasks as required, including developing Excel formulas
• Experience of using SharePoint Designer including the development of customised workflows
• General understanding of application development and deployment to office and remote users
• Experience of administering SQL Server
• SC cleared or capable of getting SC clearance
• Experience in running, supporting, automating and managing high availability client/server infrastructures (24x7x365 >99% uptime requirements)
• At least 2 years in support positions on distributed client/server architectures
• At least 1 years operational practice in Java environments
• At least Foundation Certificate in ITIL v2 or ITIL v3
• Experience with Web Server technology such as SunONE (iPlanet), Apache
• Experience with JEE Application Server Technology (e.g. BEA WebLogic, JBoss), JSP/Servlets, JDBC, Java Runtimes (e.g. BEA JRockit, Sun Hotspot) as well as basic Java technology such as JNDI, JMS, Garbage Collection
• Experience with .NET Framework (versions > 1.1) configuration and architecture
• Basic database knowledge (SQL queries)
• Proven knowledge of tools and scripting environments (e.g. Windows Script Host, shell scripting, Perl)
• Ability to identify, analyze, prioritize data events, problems and issues
• Ability to work independently and with a team
• Monitors application processes to ensure availability
• Develop and update important documentation including business process flows, requirements documents, functional and technical design documents, test cases, and user training materials
• Execute the activities and tasks identified with little to no supervision
• Communicate and manage relationships with internal and external customers. Must portray excellent facilitation skills
• Help develop business process modeling
• Communicate progress to management
• Translates complex business needs and problems into system configuration, test and setup requirements
• Translate business requirements into working IT documentsincluding functional requirements, functional design, and technicaldesign, as applicable
• Requires BS degree in Computer Science, Engineering or MIS
• Demonstrated passion for customer satisfaction
• Demonstrated strong communication skills. Must be able to multi-task, be proactive and complete tasks in a timely manner
• Experience with Microsoft development technologies (VB, VB Script, COM+, etc.)
• Working knowledge of MS office suite of products including MS Access and MS Project preferred
• SharePoint experience is required. Both 3.0 and MOSS
• B.S. in related area or equivalent work experience
• 4+ years of experience in a related discipline
• Excellent teamwork and collaboration skills with the ability to work across organizations and with cross-functional teams, on a global scale
• Certification(s)
• Application(s)

Graduate Application Support Engineer Resume Examples & Samples

• Identification, analysis and resolution of Incidents and requests
• Supporting stakeholders within Technology and Business
• Effective day to day operation of the Correspondence and Help platform
• Strong problem solving skills, with an inquisitive and creative approach
• Excellent written and verbal communication, strong active listening skills
• Strong planning & organisational skills to handle the workload and to prioritise them appropriately
• Improvement focus and good decision making ability
• Capability to navigate & operate AIX / Linux systems
• Some comprehension of programming languages (for example PERL) is desirable
• Experience of Oracle is desirable
• Experience with factory, job tracking and online applications is desirable
• Track and coordinate issue identification through to successful resolution (analytical skills)
• Maintain effective communications internally and externally
• Assist the development team with technical knowledge where applicable
• Follow business and departmental policies and procedures
• Where applicable, contribute to other areas of the business outside of Applications Support, for example LEAN initiatives
• Support of DR processes and testing
• General production support
• Be available to join an out of hours on-call rota once trained
• You will troubleshoots and provide functional solutions related to software and setup errors for issues reported by our customers
• You are willing to investigate reported issues yourself before you distribute them to the technical team
• You think about alternative procedures when standard procedures have failed and you ensure workarounds are provided in a timely fashion
• You ensure our customer is at all-time informed about the progress of the investigation and you are able to take the lead when direct interaction with our customers is required
• You escalate urgent problems requiring more in-depth knowledge to appropriate internal resources and you are responsible for the follow-up on these escalated problems
• You are prepared to become familiar with standard concepts, practices, and procedures within the payment sector
• You contribute to the improvement of FIS service provisioning with suggestions aiming to fully satisfy our client's needs
• MSc or PhD in Computer Science, Engineering, Electronics, Maths or a technically related field from a top tier university
• Very strong mathematical skills
• Strong interpersonal, oral and written communication skills
• Strong programming skills in MATLAB and in C/C++ or Java
• Skills in model based design and/or production code generation
• Strong commitment to learning, personal development and achieving results
• Experience with Object Oriented languages and multiple Operating Systems
• Control Theory: Knowledge of modelling & simulation and control systems
• Embedded Systems: Experience in real time embedded software development in C including multi-threaded programming
• Signal Processing: Knowledge of communication protocols e.g. CAN, TCP/IP, RS232, USB and protocol design
• Fluency in English (oral and written) and at least one other European language
• Responsibility for IT service management considering ITIL service and process standards
• Support first and second level support teams (incident management) in the event of workarounds or troubleshooting in the customer environment
• Setup, integration and parameter definition of new FIS KORDOBA releases
• Support and maintain business processes and/or technical components (especially customized solutions) in FIS KORDOBA applications
• On-call duty
• Education in Computer Science or business administration or other relevant background
• Experience in IT service management (ITIL Foundation)
• Specialist know-how in the area of Core Banking
• Strong customer-orientation and communication skills
• Team player with excellent analytical skills and a results-driven and quality-oriented work ethic
• Flexibility and willingness to travel abroad
• Very good German
• Responsible for responding to application support escalations which involve troubleshooting moderate technical issues and resolving data/configuration issues
• Collaborate with multiple internal teams across disparate groups to resolve client support escalations
• Collaborate with peers on complex projects as required (e.g. data center modifications, build-out for DR sites, etc.)
• Support internal customers in any day-to-day activities
• Proactively look for ways to create efficiencies within Operations as it pertains to the tools and technology used by Dell SecureWorks to support their client base
• Participate in, or directly work on any additional projects, assignments, or initiatives assigned by management
• Create/Maintain documentation for operational procedures as required

Application Support Engineer, Senior Resume Examples & Samples

• 5-7 years of applicable work experience
• Experience developing and/or supporting n-tier architecture, large-scale multi-tier web applications and environments
• Solid development and troubleshooting knowledge of SQL Server (TSQL, Stored Procedures etc) and SQL trouble shooting tools
• Good knowledge of IIS web server application and n-tier mobile environments
• Excellent analytical, problem solving and debugging skills
• Travel is unusual, but may be up to 10% of time
• B.S (Computer Science) or equivalent preferred. Other qualifications with adequate experience may be considered
• Strong understanding of ERP product(s), particularly in Human Capital Management
• Functional/Technical background in assigned product area (i.e. HCM) and exposure to associated systems and software
• Technical skills in: RDBMS, SQL, PL SQL, XML, Java, J2EE and Oracle ADF, SOA and Web Services
• Understanding of structured SQL statements and how they are executed in the RDBMS (sql/Plsql)
• Ability to read and decipher software Log and Trace files, Web Server Optimization, Server configuration as well as the ability to act upon the finding to determine a problem resolution
• Experience in filtering and updating complex technical knowledge for use in problem resolution
• Prior working experience in providing Technical Customer Support
• 4+ years relevant working experience (preferably 2years working with Oracle/PeopleSoft products)
• Experience in one of the following areas is seen as an advantage
• Java, J2EE and Oracle ADF
• SOA and Web Services
• Bachelor’s Degree in related field or Equivalent and relevant formal academic / vocational qualification. OR
• 4 additional years of experience that provides the knowledge, skills, and abilities to perform the job or equivalent combination of education, training, & experience
• 8+ years experience supporting software applications in a fast paced environment
• Experience providing higher-Tier (2-4) support
• Outstanding communication skills
• Self-starter and motivated to excel attitude
• Strong sense of product ownership
• Ability to work independently, analyze issues, and author/recommend solutions
• Intrinsic problem solver

Lead Application Support Engineer Resume Examples & Samples

• Responsible for understanding system/application topology to include interfacing systems
• Responsible for providing KBA's
• Provide technical leadership to more junior application engineers
• Provide high level knowledge on the following platforms: AS400, Dell, HP, and/or Tandem/Stratus
• At least 6 years of Information Systems experience working with the following systems: IBM AS400 series, AIX, UNIX, Windows and Sun Micro systems, TCP/IP and SNMP network protocols
• At least 6 years of experience in Information Technology preferably with a strong technical understanding of the various hardware, software and networking systems being supported
• At least 6 years in an application and network support role with a demonstrated track record of development of more and more complex solutions
• Previous experience with corporate source systems/files (i.e. Payroll, Human Resources, General Ledger, Hiring/Employee Processing, Inventory and Purchasing, Vendor Payments and Time & Attendance)
• Previous experience with multi source system databases (e.g. DB2, SQL Server, or Oracle)
• Project management skills including project planning , structure, discipline, execution and follow through
• Have or be able to obtain a valid Gaming Registration
• Application owner for assigned applications and systems at the point of production installation. Ensure documentation is complete prior to turnover from the Development group. Facilitate production acceptance process for assigned projects
• Support on-going delivery of services through maintenance, modification, and problem resolution. Facilitate stability, reliability and improved performance in support of business needs
• Understand and keep up to date on IT best practices (e.g., ITIL, PMBOK and Six Sigma)
• Create and maintain comprehensive support documentation including Runbooks, Sharepoint and Knowledge database procedures
• Two-year college degree with technical emphasis or equivalent work experience
• 2-3 years of application support experience, including
• Working knowledge of one or more operating systems (mainframe, distributed, web), and infrastructure platform architectures (server, network, desktop, database, etc.)
• Exceptional analysis and problem solving skills
• Manage technical projects from conception to completion
• Assist NOC during crisis calls and production escalations
• Resolve application and system outages
• Assist with application release deployments
• Analyze and interpret application logs to determine problem areas
• Communicate production issues to designated internal groups in a timely and accurate manner
• Maintain and enhance current application and device monitoring systems
• Evaluates system performance statistics including job execution and system response times
• Develop and implement operational processes for critical applications
• Evaluate and implement best practices for all critical systems and applications
• Ability to prioritize, diagnose and independently fix issues
• Ability to articulate and maintain attention to technical details
• Ability to follow through and document issues to resolution
• Must be willing work in a 24x7x365 environment. This will include a 24/7 shared on-call schedule
• Advanced knowledge of the Linux and Windows operating systems, including knowledge of basic system administration tasks
• Experience with web technologies and troubleshooting required
• Experience with DNS troubleshooting required
• Experience with application and device monitoring and alerting systems required. Nagios experience is a plus
• Experience with log analysis. Experience with Splunk or LogStash and Kibana is a plus
• Solid understanding of network technology concepts and usage
• Knowledge of Perl, JavaScript, PHP, Python or Ruby a plus
• Basic knowledge of PL/SQL and performing database queries is a plus
• Knowledge of Linux shell scripting required
• Knowledge of job scheduling and performance monitoring
• Strong documentation and communication skills
• Strong organizational and problem resolution skills
• Experience in problem solving and troubleshooting hardware, software, and network connectivity issues
• BA or BS degree. Will accept equivalent related work experience for the right candidate
• Provide Level 1 and 2 support (24x7) of Scottrade’s in-house and 3rd party distributed production applications and middleware, as well as deployment of new software, enhancements, and patches across all environments and in conjunction with the project lifecycle
• Work closely with internal and external teams within business and I.T. as well as outside vendors to effectively plan, deploy, document and maintain the distributed application/middleware environments
• Effectively escalate and provide feedback for improvement to Level 3 in-house and 3rd party support teams as needed
• Work with I.T. Departments including Change Control, Quality Assurance, and the Project Management Office to create and maintain release schedules
• Assist with technical evaluations, proof of concept and/or provide technical recommendations within discipline
• Provide assistance and support to co-workers
• Advanced level understanding of Incident, Problem, Release, Change, and Project Management policy and processes, as well as an established SDLC framework
• Advanced level knowledge of TCP/IP networking fundamentals
• Ability to provide assistance as needed to developing associates
• Bachelor’s degree in MIS or Computer Science, or equivalent combination of education and experience required
• 4+ years technical experience in current Intel/Windows and Linux-based server operating systems required, including experience with Windows Registry, IIS, and Active Directory
• 4+ years technical experience supporting and configuring application and web servers required
• 4+ years technical experience in software packaging and distributing, using packaging/distribution tools and scripting, including configuration and monitoring of related server components via WMI interface required, Flexera Admin Studio and Altiris DS experience preferred
• 4+ years experience in technical writing and documentation techniques, using tools such as MS-Office, Visio and various screen capture utilities components and administration required
• 4+ years experience supporting multi-tier applications, including database connection configurations required
• 2 + years experience using a source code repository required. Microsoft Team Foundation Server experience preferred
• Maintain current functional and technical knowledge of the entire Logi Analytics product line
• Manage and drive competing requests across simultaneous client engagements
• Provide clear and constructive product feedback to product management based on customer requirements
• Help to document best practices in developing and deploying Logi Analytics solutions
• Web-based scripting technologies (JavaScript, CSS and/or HTML)
• General knowledge of common database systems (SQL Server, Oracle and/or MySQL)
• SQL query writing
• Basic networking skills, to include operating systems and OS security interactions
• General knowledge of ETL processes and data modeling / data warehousing
• Strong understanding of Web Application technologies such as, DHTML and XML
• Knowledge of Java and VB.NET programming language
• Web server setup and configuration (IIS, Tomcat, Weblogic, etc.)
• Data-driven web applications
• 3 - 5 years of relevant work experience preferred
• Bachelors degree in Computer Science or other relevant field of study required
• Excellent written, verbal, and presentation skills appropriate to both technical and management clients, including effective interaction with senior executive to C-level personnel
• Strong organizational skills with an ability to manage competing client demands, multiple priorities, commitments and projects
• Strong analytical skills regarding technical and project management issues
• Ability to troubleshoot technical issues at a high level to determine appropriate path to resolution
• Ensure the continuity of the business by a strong relationship with the local helpdesk-support team, the infrastructure teams, and the other Production Support teams in Singapore, Bangalore, London, Paris and New York
• Take part to transversal initiatives across group
• Identify improvement axis and lead the automation of manual checks/tasks
• Propose transformation of existing processes both for the business or our production services activities
• Gain a thorough understanding of the FICO CCS system architecture to be able to provide second and third tier support for customer issues, either in production or in User Acceptance Testing
• Work with the Network Operations Center (NOC) and various other support teams to quickly diagnose and resolve issues as they arise
• Work with client account teams to ensure that customer issues are addressed, communicated as necessary and that incident reports are made available in a timely fashion
• Manage incident data to ensure that incident tickets are kept up-to-date, are closed when completed and to provide management with incident summary data as required
• Bachelors Degree in Computer Science, Engineering, or other related field, or 2-3 years of related on-the-job experience
• 0-3 years of professional/classroom, or personal work experience in the following technologies
• Hands-on operations experience, systems & software
• Familiarity with CTI (Computer Telephony Interface) systems
• Familiarity with networking infrastructure (switches, routers, firewalls)
• Apache and Tomcat configuration
• Demonstrates skill in language proficiency; Writes application modules and unit tests with minimal guidance. Review java codes independently
• Exhibits skilled knowledge of database SQL; Performs unix OS trouble shooting and intermediate database tuning
• Conducts system-wide testing and some integration testing
• Provides input for code reviews and helps with environment build deployments, release notes and build notices; Reviews code to proactively identify and mitigate potential issues and defects and helps to identify sources of defects as well as troubleshoots various forms of code
• Uses patterns frequently, contributing to best practice and process enhancements
• Typically 5+ years experience in software Java support projects . Financial services industry experience preferred
• Java Apllication support
• SQL exposure
• Good UNIX knowledge
• Resolves support tickets and issues
• Communicates recurring support issues to management
• Communicates with customers on efforts and resolutions to tickets and issues
• Escalates support tickets and open issues to the appropriate team member(s) to provide the swiftest of resolutions
• Manages daily work schedule efficiently
• Experience in application support and troubleshooting with a strong desire to learn and problem solve
• Experience in e-Commerce and web environments
• Experience with SQL, mostly SELECT statements for data verification
• Fluency in French -desirable
• Familiarity with Support Ticketing Systems
• Solid experience with OpenLink Endur
• Strong understanding of the energy trading business
• Some knowledge of derivatives and financial products
• At least 5 years of hands-on enterprise application development experience
• Solid experience in either Oracle or SQL Server
• Desired Technology

Application Support Engineer Intern Resume Examples & Samples

• Product knowledge
• Software testing and debugging
• Exposure to real-world applications
• Opportunities to develop your communication, presentation and leadership skills
• Opportuniies to develop your programming skills
• Candidates must be pursuing a bachelor's level degree in a technical discipline
• MS in Computer Science or Engineering (i.e. Electrical or Mechanical)
• Strong Math/Calculus background
• MATLAB and/or Simulink knowledge or experience is a plus
• At least 13 weeks full-time commitment
• 5+ years in Application Support with at least 1-2 years of experience in a transaction flow-based environment
• Working experience with Java-based technologies such as Tomcat, JBoss, Apache and WebLogic
• Working experience with UNIX commands and shell scripting
• Working experience with writing SQL queries against an Oracle database
• The ability to rationalize the impact of multiple concurrent issues/requests and prioritize work accordingly
• An intuitive problem solving ability which leads to solution alternatives that reflect the analyst’s diverse foundation of knowledge, skills and experiences
• The confidence, focus, and adaptable communication style required to effectively coordinate restoration efforts for high-impact technology incidents
• Operating systems: Solaris, Linux, Windows
• Scripting languages: Unix Shell, Perl, Python
• SQL (Intermediate level: multi-table joins, grouping results, etc...)
• Grid computing and batch management
• Proactive identification and resolution of problem hotspots (All)
• Development of tools and driving efficiency/stability improvements (All)
• SharePoint Experience (specifically having knowledge of workflows)
• Organizational Skills (and the ability to prioritize)
• 5 - 7 years. Provides technical & business systems and software support for modification, implementation, or conversion of business systems. Translates business needs into technical requirements and ensures all systems support and conform to business needs and specifications. Acts as liaison between business unit and software/hardware developers and vendors. Aware of business or function for which application or system is designed. Has the required domain knowledge, as applicable. SharePoint development skills required
• Manage the technical sales process for an assigned area of responsibility from quotation to order of all Provide active on-site support for Emerson Controls System DeltaV
• Configuration and modifications of SW applications for the Emerson Controls System DeltaV
• Providing commissioning and start-up support at customer sites
• Support system installation, upgrades and maintenance on-site of DeltaV-Systems
• Analyze, document and solve technical customer requests and problems
• Support trainings of customer engineers or operators on site
• Escalate problems to specialists in EMR Support Centre for further investigation and follow up problems until solution is implemented
• Supports actively the sales and service team leader to sell service contracts and its renewal
• Support the preparation of quotations for spare parts, services and system expansions
• Registers all customer calls in the CTS database and tracks them
• Transfer of technical knowledge to the Field Service and Engineering department
• Perform other duties and responsibilities as assigned by Operations Management
• Education: Bachelor’ Degree, preferred background Electrical or Process Automation Engineering
• Work experience: min. 2 years post graduate experience in a Control engineering project environment
• Knowledge (preferred: GAMP, Batch SW application, Validation and Life Science automation experience), MS-Office Applications
• Language skills: English - good, German – good, French – good
• Interpersonal skills: Professional attitude, technical orientation, committed to excellence, teamwork, flexibility and self-learning
• Must have a valid car driving license
• Willingness to travel to other world areas for training or business trips if necessary

Level Application Support Engineer Resume Examples & Samples

• Assess the alignment of technical products/solutions with business needs
• Keep abreast of emerging industry trends to continuously update Verizon’s operations and assess how competition differs from Verizon’s current state
• Guide teams through the successful implementation of new products
• 3+ years of experience in a related discipline
• Excellent communication and customer management skills
• Strong problem solving skills with the ability to develop quick yet sound solutions to resolve complex issues
• Ability to work with minimal direction
• Programming Language(s)
• Ability to provide and oversee all types of training and mentoring
• Aptitude for deputizing in the absence of the Manager/Senior Management
• Ability to manage a wide range of projects or high priority issues at any one time
• Ability to lead a wide range of projects or high priority issues at any one time
• Discuss issues with customers including leading conference calls in pressured situations
• Relevant technical and client focused experience
• Experience of working in a level 1 or level 2 support role or equivalent within a customer service environment
• Experience of providing a positive, memorable and meaningful service to internal and external customers
• Troubleshoot and successfully resolve support requests received through phone, chat, email and other channels
• Communicate directly with customers and internal users to set expectations and communicate status through periodic updates and, in some cases, regular meetings
• Record, track and document the help desk problem solving process for each request for service
• Ensure approved changes performed to resolve an issue are introduced to production environment to minimize risk and downtime
• Maintain and improves technical knowledge over time to ensure understanding of hardware and software solutions
• Assist in creation and maintenance of a knowledge base to support First Touch Resolution and expanding it with focused content
• Utilize knowledge base for issue resolution
• Develop and maintain excellent working relationships within Patient Services, Clinical and other departments
• Work closely with Senior Development resources to implement required changes to production code base
• Bachelor’s Degree in Computer Science or Technology related program
• 4-7 years of software development or technical support experience, or equivalent work experience in an enterprise support role
• Expert hands-on knowledge of Microsoft SQL Server relational database technology
• Hands-on advanced experience with web application servers such as IIS or Tomcat
• Experience working in a remote office, team-oriented, collaborative environment
• Excellent analytical/problem solving abilities

Principal Application Support Engineer Resume Examples & Samples

• Six or more years of relevant experience
• Five or more years of experience in an Operations/Support environment including platform design and planning, outage resolution and reduction, maintenance performance and coordination, troubleshooting and analysis, and user technical assistance. Previous SME experience preferred
• Strong cognitive and analytical skills including troubleshooting, problem resolution, and root cause analysis
• Strong written and verbal communication skills including large group presentations and demonstrations
• Highly-motivated and able to work with minimal supervision
• Ability to work in a high pressure environment with changing priorities
• Proficient with internal tools such as Remedy, Network Change Control, and NSR
• Strong working knowledge of UNIX-based operating systems such as Solaris and RedHat Linux
• Strong working knowledge of database platforms such as Oracle and MySQL
• Strong Shell and Perl scripting skills
• Working knowledge of Agile development practices and the DevOps tool chain including Confluence, JIRA, Git/Stash, Ansible, and Artifactory
• Working knowledge of SDN/NFV platforms and architecture and OpenStack services
• Continuously pursue high availability of IT services through break fixes, root cause analysis, and permanent resolution of chronic problems
• Ensure that customer service is provided at the highest level possible
• May require on-call availability for critical issues and implementations, based on business demands
• Analyze highly complex business requirements for minor work requests and problems, ensuring design meets supportability requirements and includes sufficient exception handling, logging, and recoverability
• Provide guidance and technical leadership to less experienced application support engineers
• Provide application design guidance and consultation to ensure that the design results in a supportable solution
• Provide guidance and consultation on use of standard and vendor recommended tools for monitoring management of applications
• Provide guidance and consultation to ensure that the most efficient, cost effective, and supportable solutions are implemented
• Provide support for break fix based on needed skill and experience
• Manage incident tickets, problem tickets and minor work requests as necessary based on needed skill and level of support
• Develop and maintain documentation of processes and user guides for support tools and application changes
• Develop support documentation standards, procedures and approval hierarchies
• Develop and deliver training for other application support engineers and support teams members
• Perform debugging, troubleshooting, modifications, and testing for Business Services solutions
• Ensure compliance with technical standards and consistency with long term architecture plans
• Ensure that testing includes both positive and negative test cases to ensure the supportability of applications and application changes
• Act as an expert technical resource for ensuring that the availability, reliability, and supportability of the application meet user expectations
• Participate in support reviews and project transition meetings
• Lead problem investigations and solution recommendations
• Allocate and manage resources for problem solution correction
• Lead technical/code review meetings and forums
• Oversee the work of others
• Provide technical leadership, coach and mentor team members
• 4 year degree (Computer Science, Information Systems, or related functional field) and/or equivalent combination of education or work experience
• 7+ years of IT experience focusing on Network, Server administration, Windows administration and of significant programming experience using various standard scripting languages and high level programming
• Strong experience using scripting and/or programming languages - Java and/or Perl especially
• Strong troubleshooting skills with an ability to quickly diagnose complex production issues
• Understanding of different application architectures, including client-server, three tier and web services
• Ability to understand underlying infrastructure for IT services
• Experience in issues related to network and internet security
• Knowledge of Network Administration, including configuration, testing and tuning
• Strong knowledge of Web related technologies including DNS, HTTP, HTTPS, SSL Certificates, some HTML/JavaScript
• Strong experience with Windows administration of Users, Groups, Policies, etc
• Strong familiarity with Windows OS, some experience with UNIX OS, including commands and scripting on both OS
• Familiarity with relational database technologies (Oracle and/or SQL Server, others)
• Experience with network and computer hardware
• Experience in creating and maintaining application processes and documentation
• Ability to understand client expectations and to resolve issues that may affect service
• Strong interpersonal skills with the ability to work effectively across multiple levels of the organization
• Ability to mentor, coach and train other application support engineers
• Self-starter, with a demonstrated ability to learn beyond formal training with a strong aptitude for delivering quality products
• Knowledge of monitoring tools such as BMC, Splunk, Sitescope, and Fluke
• Knowledge of Akamai administration
• Experience in working with ServiceNow or similar Service Management tools
• Familiarity with Cloud technologies
• Familiarity with Datastage, ESP
• Familiarity with WebMethods and TMS
• Working experience in a retail environment
• Experience in working with teams in remote locations
• Optimize the availability, reliability, and stability of the customer-facing components of the Safeway Internet, eCommerce, mobility, and other customer-facing loyalty solutions
• Provide technical leadership in the diagnosis and resolution of issues with the development components of the web and mobile environments
• Design and develop web applications and tools to improve the supportability of the loyalty and eCommerce suite of applications
• Assist in driving the implementation and optimization of the Autonomy IDOL Server, LiveSite, MediaBin, and TeamSite suites
• Participate in the implementation and optimization of the Web Analytics tagging and reporting efforts using Adobe / Omniture Site Catalyst
• Drive collaboration sessions among IT and business groups to facilitate the use and exploitation of new and existing web technology tools
• Participate in the definition and implementation of standards for web content management
• Demonstrate an instrumental role in the implementation and adoption of Internet / Intranet capabilities such as search, testing, targeting, and personalization
• Provide 3rd level support for a customer-facing suite of Internet solutions that require 24x7 availability, including after-hours and on-call activities
• Passionate about maintaining quality solutions and providing superior customer service
• Innovative thinker with a passion to solve challenging problems
• Results oriented person with an ability to work well in a team or as an individual contributor
• 5+ years developing or supporting J2EE eCommerce web applications
• 5+ years practical experience in OOAD, Java EE, Web Service Technologies (SOAP, REST)
• Strong experience writing SQL, preferably against Oracle, DB2, and Netezza databases
• Experience with application servers such as WebLogic, Websphere, or JBoss is required
• Strong knowledge of eCommerce and web technology development practices, technology, and tooling is required; including: system flow analysis, debug of web logs, and web client troubleshooting tools
• Experience developing within, and supporting the use of, the Autonomy TeamSite, IDOL Server, LiveSite, MediaBin, and OpenDeploy suites is preferred
• Experience with Web Analytics tools such as Adobe / Omniture Site Catalyst is preferred
• Experience in UI/Web 2.0 Development such as JavaScript, CSS, Ajax, Adobe Flash/Flex, Dojo, YUI , JQuery is preferred
• Preferred experience with Open Source Frameworks like Struts, Spring, Hibernate
• Understanding of security solutions such as single sign on, federated single sign on (SAML), access management, encryption, SSL, Directory Server (LDAP), and Identity Management

Senior Windows Application Support Engineer Resume Examples & Samples

• To assist with electronic trading engine deployment, configuration and support to facilitate global deployable trading engine initiatives to facilitate integration testing with partners including strategies to manage geographic challenges and extend the service we provide to more business areas
• Experience in Webservers, Tomcat application server troubleshooting and deployments/administration
• BladeLogic is a plus
• 5+ Years Relevant Experience is Typical

Junior Software Application Support Engineer Resume Examples & Samples

• Must have experience developing and/or supporting web applications in C#, VB.NET, .NET Framework, ASP.NET, SQL Server
• Must be an effective verbal and written communicator, able to work with both technical and business users
• Must have strong attention to detail
• Demonstrate an ability to adapt to new technologies and changing customer demands
• Section 508 compliant design
• Production support or Help Desk experience
• Experience working in a cloud-based environment such as Amazon Web Services (AWS) or Microsoft Azure
• Continuous integration and delivery

CAE Application Support Engineer Resume Examples & Samples

• Duplicate reported customer problems, and provide explicit examples to development to allow them to reproduce any software issues that need to be fixed. Write detailed problem reports and enhancement requests
• Identify critical issues and take responsibility for successful resolution of the issue
• Actively participate and seek out GTAC department opportunities including product testing, resolving Incident Reports, creating Problem Reports, creating GTAC Quarterly and Solution Center articles, and staff meeting discussions
• Provide technical training on the products that you support to other members of the GTAC team
• Expand the scope of your product knowledge to include additional functional areas, applications, focal points or modules, while maintaining expertise in your primary product support area. Strive for
• A qualified candidate should have a degree in Mechanical or Aeronautical Engineering, Mechanical Design or a related discipline, or equivalent schooling and/or experience
• 5 yrs CAE experience in structural or thermal dynamics
• Excellent analytical, written and verbal communication skills
• Ability to comprehend complex software concepts and be familiar with common MS Office software
• Proficiency in a common OOD programming language (such as C/C++, .Net, Java) would be helpful but is not strictly necessary
• Coaching and Mentoring
• Continuous Knowledge Management contribution by Creating Knowledge Base Articles and WIKI Documents
• Deliver standard application/technology trainings and workshops
• Perform knowledge transfer to internal staff and external customers & partners
• Produce e-Learning Content (Forums/Wiki to help with incident deflection)
• Drive creation of Knowledge in area of expertise and drive proactive proliferation of knowledge created externally and internally
• Product specialization – be a product expert in at least one area
• Develop deeper technical skills like reading code / debugging / creation of small corrections where applicable / SQL
• Work as functional expert in de-escalation and war rooms (Engage in critical customer situations – e.g.: CIM escalation, account escalation)
• Participate in internal projects driven by internal requirements
• Take initiatives improving team’s performance and efficiency
• You have Bachelor/Master’s Degree (Technical University degree preferred)
• You have strong analytical and logical skills
• You enjoy working in an international team
• Ability to work on a night shift
• Software / Application support related experience
• Basic to advanced understanding of business processes within one application/technology area
• Basic skills within ABAP/.net/Silverlight/XML
• Technical skills (debugging, tracing, verifying complex Business Configuration/Fine Tuning)
• Experienced dealing with IT and standard software (MS Office, etc.)
• Experience with Operating Systems and internet browsers
• Provide internal and external customers with application specific support
• Act as the subject matter expert on applications and process support
• Ability to pick up on trending issues and make suggestions for a better process
• Testing, training, QA, or other special projects as needed
• Own training and workshops
• Provide last level support on production issues
• Drive Operational efficiency topics
• Own, Lead and coordinate operational tasks, customer escalations, process improvements
• Design and implement corrective measures as part of continuous improvement process
• Experience with Application server like Tomcat/Jboss
• Medium or Advanced level of Linux server administration
• HTML/Javascript or other more recent web scripting technology experience
• Provide inputs to Support Leadership for decision making during Sev1 and High Sev2 incidents
• Participate in RCA/post-mortem activities
• Drive cross-team collaboration, implementation, process and efficiency to ensure appropriate business response is met during training and sales cycles
• Maintain knowledge of current and new technologies, and research problems and related products required for assistance when necessary
• Document and create knowledge base articles and user guide
• Provide solutions for major escalations in complex environments in cooperation with development/support
• Advise and participate in architecture level decisions and implementation projects
• Ability to quickly understand and articulate new product technical requirements
• Work closely with Internal/External Stakeholders, Development Architects/Managers & developers, across locations, to ensure timely delivery
• Good understanding of Akamai CDN concepts and any previous experience with integrating Akamai with customer website is a plus
• Web Server configuration and performance tuning like Apache/IIS
• Good understanding of TCP/IP, SSL, SFTP and debugging skills related to packet capturing and analysis using tools like Tcpdump/Wireshark
• Understanding of infrastructure and networking methodologies and practices Experience driving technical solutions
• Must have demonstrated ability to work in a team with diverse backgrounds in a dynamic and rapidly changing environment
• Working knowledge of Production Support and client GTAM processes
• Working knowledge of client Security and Controls policies and practices
• Experience using client’s SCRP processes and tools
• Ability to understand Business processes and work with a variety of business partners at various levels of management
• Perform at an extremely high level of competence and maturity
• Experience in Customer Support processes- customer satisfaction is a primary focus
• Ability to translate technical details into business-like language combined with good written and verbal communications skills
• Ability to present metrics and plans to the IT and Business management teams
• Team-oriented and highly motivated with great presentation skills
• 4+ Year experience in working with client applications on the distributed platforms
• 2+ Year experience with GTAM teams and processes
• Working knowledge of SharePoint
• Strong MS Office skills, especially Excel
• Experience with annual SCRP processes
• Prior work with client
• Knowledge of GTAM processes
• Good understanding of client Security and Controls processes
• Candidate will work closely with the application supervisor and maintain metrics and support processes across a global finance and accounting portfolio
• This is a great opportunity to learn Security and Control processes, ISP, continuous process improvement and project forecasting across a global S-Ox application suite
• This position is TWA-friendly
• If 2 TWA candidates are found, the position will be split to 2 discrete roles, one focusing on FST, and the other supporting the broader Finance portfolio
• B.S. Information Systems, Computer Science or equivalent work experience in the requested field
• Strong scripting experience required (Linux Shell and either Perl, Python, Ruby or PHP). Heavy emphasis for ability to automate tasks
• Experience with application and device monitoring and alerting systems required
• Experience with Splunk or LogStash and Kibana is a plus
• Nagios experience is a plus
• Experience with log analysis
• SQL Server administration
• Linux/Unix administration
• Network knowledge
• Experience/knowledge in semiconductor industry expecially in IC testing (nice to have)
• Chinese speaking is must
• Provide high level knowledge on the following platforms:AS400, Dell, HP, and/or Tandem/Stratus
• Must have project management skills including project planning, structure, discipline, execution and follow through
• Must have a thorough understanding of Hotel and Casino environments
• MCSA or equivalents experience/schooling a plus
• At least four years of Information Systems experience working with the following systems: IBM AS400 series, AIX, UNIX, Windows and Sun Micro systems, TCP/IP and SNMP network protocols
• Understanding of ITIL processes
• Receive and resolve escalations from the Operations Center Analysts
• Must have strong knowledge managing and troubleshooting the following platforms: UNIX, Windows NT/2000/2003 servers, Windows XP work stations and Citrix Metaframe, AIX, AS400, Sun Micro systems and TCP/IP and SNMP network protocols
• Must be able to communicate effectively in English, in both written and oral forms
• At least four years’ experience in Information Technology preferably with a strong technical understanding of the various hardware, software and networking systems being supported
• TIBCO Training in TIBCO Business Works, TIBCO Enterprise Message Service and TIBCO Business Events
• Experience with multi source system databases (e.g. DB2, SQL Server, or Oracle)
• Implementation and integration of ABB e-commerce application
• Troubleshooting, resolution and tracking of reported issues when raised
• Training of users in business online portal application
• Liaising with the users and application owners to configure or enhance the application to support new business initiatives or requirements
• Analyze product demand to support inventory planning in an accurate manner
• Setup or Testing of interfaces between Global Applications and local ERP System
• Support the day to day operation of our platforms
• Analyse and resolve incidents
• Communicate with business partners
• Propose and implement improvements in our processes and toolsets
• Liaise with vendors to resolve incidents and or manage application change
• Identify and implement upgrades to products and components
• Telephony Call Rating and Management
• Oracle Databases
• Data analysis and manipulation
• SQL and or PL/SQL
• IT Service Management
• Operating Enterprise Software Products
• Provide Level 2 support of Equifax’s in-house and 3rd party distributed applications
• Aid in the design/development of equipment and systems and redesign of existing systems to fulfill the needs of customers
• Work closely with internal and external teams within business and IT to effectively plan, deploy, document and maintain application environments
• Troubleshoot software and configuration errors
• Install third party and proprietary software
• Analyze and provide hardware and software server specifications
• Triage system issues and outages
• Develop and provide monitoring documentation and scripts
• Provide escalation to appropriate resource(s) for problem resolution
• Initiate and participate in timely communication to stakeholders during planned and unplanned outages
• Provide mentoring , guidance and support to co-workers
• Bachelor's degree in MIS or Computer Science, or equivalent experience in related field
• 4+ years technical experience in current Linux-based Server Operating systems required
• 4+ years technical experience supporting and configuring application and web servers
• 4+ years experience in writing technical/support documentation using tools such as Visio, MS-Office and tools used in maintaining knowledge bases
• 4+ years’ experience supporting web applications, including database connection configurations
• Technical experience in current Windows Server Operating systems preferred, including experience with IIS
• Advanced level of building and executing MS PowerShell scripts preferred
• Intermediate level in building and executing Oracle SQL statements preferred
• Basic level proficiency in Load balancing methods (F5 LTM, Windows NLB, etc.)
• Basic level proficiency in networking/TCP/IP
• Understanding of Incident, Problem and Change management processes
• Understanding of the Agile software development process and principles
• Must possess creative problem-solving, logical troubleshooting and analytical skills
• Must possess strong organizational skills and be able to work with minimal oversight
• Ability to understand new technologies quickly
• Provide strong hands-on technical expertise and technical leadership in the area of Finance ERP Systems, at the core of which is the Oracle e-Business Suite system
• Estimate work effort and staffing needs, develop conceptual approach, proof of concept, and technical execution plan, track progress against milestones, and drive results in partnership with Project Managers, and other team members
• Present solutions to key stakeholders and demonstrate working software to leads and management
• Maintain, enhance and support, through problem analysis and resolution, the Oracle e-Business Suite and integrated applications such as Kofax Markview, Vinimaya, OSN and GXS
• Engage in lessons learned and continuous process improvement around the SDLC
• Ensure that applications and code are compliant with Visa security requirements
• Mentor peer and junior developers as needed
• 6+ years designing and implementing financial solutions, at least 6 of which should be in Oracle e-Business Suite, with focus on Procure to Pay (P2P) and Record to Report (R2R) modules
• Extensive hands-on development experience and proficiency in SQL and PL/SQL, Oracle Workflow, BI publisher, AME, Oracle Forms, Oracle Reports, Java and OA Framework. Experience in system integration and familiarity with enterprise application integration (EAI) technologies
• Experience and knowledge of Apache/IIS, WebLogic application server and Oracle SOA Suite or other similar middleware platform would be a plus
• Decent functional knowledge of Oracle e-Business Suite R12 (iProcurement, iExpense, Purchasing, Payables, EBTax, Cash Management, Fixed Assets, General Ledger, Subledger Accounting, XML Gateway, System Administration, TCA Architecture) and related systems such as GXS, MarkView, Oracle Supplier Network and Vinimaya
• Experience in and understanding of the software development lifecycle and methodologies
• Finance operations (accounts payable, sourcing, accounting, financial internal controls) business process knowledge in a global setting
• Multi-tasking ability essential to handle multiple priorities with minimal direction from management
• Experience in the following applications is a plus: AP Invoice and Expense, OBIEE and ad-hoc reporting tools
• Technical understanding of Oracle Database, Unix, Windows, Networking
• Experience leading and collaborating with small to medium sized teams working in an onsite/offshore model
• 4 years - 8 years Application Systems Support – experience of recording and solving application support issues from customers, prioritizing requests, implementing and communicating timely solutions, both in database and web environments
• Coordinating with different support teams effectively to solve issues and strong commitment to get job done under pressure
• Provided 24/7 on call support in production environment
• ITIL Certification will be an added advantage
• Operating systems – familiar with Microsoft Windows and Server
• The Control M Administrator will provide operational support and guidance to internal clients
• This role is responsible for performing a wide variety of daily Control M management tasks as well as providing recommendations for effective and efficient management of system
• Self-starter and able to take ownership of implementing new policies and procedures for Control M
• Provide tier 2 production support for Control-M and Connect: Direct
• This includes identification, analysis and root cause resolution with various support and management teams
• Able to articulate and present Control M processes and procedures
• Provide application administration support for Control-M’s production cluster, QA, Dev., and DR environments
• Coordinate and provide significant input to project planning and application design
• Apply vendor patches
• Support various FTP file transmissions
• Create, maintain, and manage to project plans
• Participate in unit, integration, system and regression testing
• Application monitoring
• Track application performance metrics and report out to management
• Coach and mentor less experienced team members
• Coordinate end user communications
• Provide status reports to direct manager and director level leadership
• 1st and 2nd Line Operate / Daily BAU support for all Middle and Front Office systems
• Environment support and maintenance of the core JPS applications (Windows and SQL Server based)
• Proven, hands on Application or Desktop support experience using Microsoft technologies
• Experience of IT change control systems
• Analytical and structured mind set
• Experience of working under pressure and to tight deadlines
• Previous experience in financial services
• Credit and Fixed Income product knowledge

Application Support Engineer Associate Resume Examples & Samples

• Identify critical issues and take responsibility for successful resolution of the issue by writing detailed problem reports (PR’s) and enhancement requests. (ER’s)
• Develop technical articles for publications, newsletters, and online customer self-help tools
• Duplicate reported customer problems, and provide explicit examples to development to allow them to reproduce any software issues that need to be fixed
• Actively participate and seek out GTAC department opportunities including product testing, resolving Incident Reports, creating Problem Reports, creating GTAC Quarterly and Solution Center articles, as well as participating in staff and technical meeting discussions
• Recommend improvements to GTAC objectives that will help us provide even better customer support
• Provide technical training on the products that you support to other members of the GTAC team while expanding the scope of your product knowledge to include additional functional areas, applications, focal points or modules, while maintaining expertise in your primary product support area. Strive for at least 80 hours a year of technical or professional training
• Make positive contributions to the achievement of the GTAC objective while providing accurate exchanges of information to demonstrate knowledge of GTAC processes
• Degree in a computer related field of study or equivalent education and experience
• Excellent prioritization, multi-tasking and problem solving skills
• Ability to comprehend complex software concepts and be familiar with MS Office
• Preferred Knowledge/Skills, Education, and Experience
• Bachelor Degree in a computer related field of study
• In addition to the above requirements section
• To ensure that business critical task checklists are followed and that all scheduled events are completed correctly in a timely and efficient manner
• To ensure correct referral and escalation of issues
• To ensure that all work is carried out in accordance with the requirements of the Quality Management System operated in the respective site
• To identify and report deficiencies in systems, services and procedures, and ensure that corrective actions identified are completed
• To produce routine daily logs, exception reports and reports on major service incidents
• To carry out scheduled system software and hardware upgrades as directed through the Change Management System Participate in Operational Acceptance Testing (OAT) to meet operational needs
• To liaise with internal and external customers answering queries and resolving service issues in a timely and professional manner
• To ensure personal awareness of and adherence to established Incident Management and Problem Management procedures
• To ensure personal knowledge of all supported systems is continually updated
• A demonstrable ability to communicate effectively with all levels of staff, both orally and written
• The capability to work on shifts as part of a team to achieve a common goal
• Ability to manage own work and multitask to meet tight deadlines without losing sight of priorities
• To provide a high level of customer service, whilst working under pressure
• Be focused on the quality and efficiency of the work you are involved in to meet customer needs and expectations
• Must be flexible, self-motivated, and have a "can-do" attitude
• Be driven and committed to the goals and objectives of the team and organization as a whole
• Install, configure, maintain and administer Microsoft Server infrastructure, operating systems, active directory, applications and relational databases
• Receive and perform installation of Microsoft Web application and SQL Server database fixes, patches and new releases in Development, Test, QA and Production environments
• Coordinate building promotion/migration processes and schedules, and prepare the necessary supporting documentation (e.g. security documents, run books, administrative support documentation)
• Automate the application releases using tools like Splunk, Compass and Nolio
• Create, maintain Release Documents and perform code builds, packages per promotion schedules
• Develop automation scripts for the deployment of web Applications, Windows Applications, Software patching and routine log rotation/archival/monitoring tasks using Batch, PowerShell and VB scripting
• Support production environments by conducting thorough troubleshooting and provide quick resolution of production problems(Incident Tracking and Resolution)
• Provide 3rd level support for the Thomson Reuters complex clients facing Web and Mid-tier applications
• Fully familiarizes self with all aspects of the developed code
• Request raising, troubleshoot network related issues with various network protocols (TCP/IP, DNS, WINS, DHCP, SMTP, FTP and HTTPS)
• Participate as defined in any Deployment Plans for scheduled or emergency releases of the supported application
• Day to day interaction with project champions and other stakeholders, including product manager, quality assurance, technical support, software developers and globally-based program management and software development groups
• Monitor application and operational processes within development, QA and production environments
• Monitor application and server infrastructure using Gomez, SCOM and HP OVO
• Recognize design problems and errors and takes corrective action from a design perspective on the object code environment
• Interface with development teams on system design enhancements and the elimination of intermittent hardware/software problems
• Act as the primary business liaison to the business segment, through facilitating communication between Development, QA, Product Management, Technical Operations and Segment business leaders on new product releases, technical outages, and routine maintenances (hosting moves)
• 1) 3 years of experience in Microsoft Windows systems administration
• 2) 2 years of experience in administration of Microsoft Windows Server 2003/2008(IIS 6/7) systems
• 3) 2 years of experience in administration of static applications (HTML, ASP) and dynamic application (.NET 2.0/3.0/4.0) and troubleshooting .NET applications using tools including Log Parser, Procmon and Debug Diag
• 4) 2 years’ experience in networking and security (specifically regarding F5 BIGIP load balancing, firewalls, name resolution, IP addressing and familiarity with tools such as Wireshark, HTTP Analyzer,Portqry, Traceroute, Telnet, & NSLookup)
• 5) 2 years of experience in identifying web and database application data flows, tier dependencies and Microsoft SQL Server administration including Installation/Database /Client server connectivity
• 6) 1 year of experience in Windows system scripting
• 7) Experience with administration of Microsoft Windows server 2012 (IIS 8/8.5)
• 8) Experience in automating the application deployment/maintenances using tools including Splunk and Nolio

Teradata ETL Application Support Engineer Resume Examples & Samples

• Should be highly proficient in SQL/DB Concepts
• Must have good DWH concepts and Development skills
• Ability to carry out code Analysis and design
• Should have ETL OPS experience
• Will be required to act as Point of contact with customer during assigned shift for customer interaction
• Provide up-to-date status and visibility to TL on tasks assigned
• Update remedy tickets with information such as work log status, ticket status etc
• Attend scheduled customer meetings and/or adhoc meetings as assigned by TL or requested by customer e.g. Status Meeting from Customer, Change Control Meeting, Release Meetings, or adhoc meeting assigned by TL
• Get detailed level technical understanding and know-how of key applications
• Own transitioned applications into BAU for BAU team support
• Support other streams when required
• Assume responsibilities assigned by SM/TL other than this document and ensure timely completion in routine
• Perform incident, change, and problem management through Remedy tool
• Understand Project SoW (Scope) for the execution of the deliverables
• 3 - 6 years of total experience
• · Should have strong communication skills (both verbal and written)
• · Ability to coordinate with multiple teams in resolution of incident or problem
• · Have the ability to independently manage critical and real time situations and deliver according to agreed Service Level Agreement with the customer
• · Team player, self-motivated and willing to work at nights continuously (if required)
• · Strong expertise around Teradata DB development / maintenance
• Provide IT development and application support for Verizon Treasury, Tax and Regulatory applications. System support will include knowledge of Verizon Treasury and Tax functions working with IT and Business partners on enhancements, changes, and break fix in addition to providing day-to-day user and supplier support functions for the ABS, Tax and Regulatory applications. Work will also include DevOps and Cloud build related tasks
• Four or more years work experience in related field
• Demonstrates knowledge of software development industry concepts, tools, and techniques
• Working knowledge of project management concepts, tools, and techniques
• Experience with Treasury and Finance business functions and processes
• Experience with .Net, SQL
• Experience with Oracle database
• Experience with DevOps IT methodologies (Agile, Confluence, Stash, Jenkins etc...)
• Experience with Selenium or other testing development tools
• Experience with NUnit or other testing execution tools
• Experience with Fortify or other source code analyzers
• Experience identifying/addressing security vulnerabilities on Windows and/or Linux servers
• Experience with Cloud based application (AWS, Oracle)
• Comfortable working with diverse cross functional teams
• Ability to deliver results in a high-energy, fast-paced environment
• Excellent written and verbal communication skills required. The ability to express oneself effectively within groups and in one-to-one conversations. Conveys information clearly and effectively through both formal and informal documents
• Excellent ability to organize information, manage tasks and use available tools to effectively contribute to an organization
• Designs, develops, modifies, adapts and implements short- and long-term solutions to information technology (IT) needs through new and existing applications, systems architecture, network systems and applications infrastructure. Reviews system requirements and business processes; tests, debugs and implements software solutions
• Evaluates new applications and identifies systems requirements
• Prepares communications and makes presentations on system enhancements and/or alternatives
• Work with cross-functional teams to design and develop innovative solutions that meets the needs of our customers
• Basic DB administration, performance management and monitoring
• Responsible for installation, configuration and administration of Oracle Databases in a development environment
• Performance tuning of databases, schemas, database tables, and data files
• Responsible for security, database backup/recovery strategy, and implementing monitoring procedures to maximize availability of the database
• 8 -10 years of Oracle DBA experience
• In-depth knowledge of Oracle 10g/11g R1/R2
• Demonstrated experience with RMAN, Datapump, export and import
• Demonstrated skills in Oracle SQL, PL/SQL and dynamic SQL
• Demonstrated ability to work closely with cross-functional teams to complete complex database projects
• Experience with software release cycles and database upgrades that involved complex DDL implemented via PL/SQL
• In-depth knowledge of applications and development tools such as
• UrbanCode, Hip Chat, Service Virtualization, SQL Server, Team City, Oracle, Mongo DB, CouchBase, SAP HANA, AWS, Remedy, SharePoint, Rally
• Troubleshooting and resolving software issues reported by monitoring tools and/or customers (both internal and external) to ensure eScription platform system stability
• Maintaining customer systems by performing periodic updates to the system software both for major and minor versions
• Fulfilling customer projects as required
• Leading/assisting with department goals and initiatives
• Troubleshooting and resolving software issues -- 75%
• Maintaining customer systems by performing periodic updates -- 10%
• Fulfilling billable projects as required -- 10%
• Leading/assisting with department goals and initiatives -- 5
• Proven track record of success in customer service
• Proven track record of success in technical support, or related industry
• Experience and/or working knowledge with the following technologies: relational database, SQL, UNIX/Linux command line environment, network trouble-shooting, object-oriented programming
• Experience & working knowledge with following applications: Microsoft Office 2003/2007 (specifically Word & Excel), Microsoft Windows XP/Vista/7, Microsoft Windows Server 2003/2008
• BS/BA in Computer Science, Computer Engineering, Information Systems, Information Management, etc. and/or equivalent technical experience
• Environment & motivation suitable for handling 24/7 pager support when assigned
• Experience in the Healthcare/Transcription industry
• Knowledge and/or experience with Data Interface standards
• Experience and/or working knowledge with the following technologies: shell scripting, Java, Java Servlet, JavaScript, BASH, Perl, PHP, VB, .NET, telephony applications
• Experience and/or working knowledge with the following applications: Mac OS X, UNIX/Linux
• Monitor, manage, and document all actions and solutions into a Nuance ticketing system
• Responsible for scheduled installation cases
• Responsible for monitoring phone queue and creating a ticket for every call answered
• Responsible for monitoring ticketing system and processing submitted emails to that system
• Process, resolve, and if needed, escalate assigned cases, incoming calls, and incoming email tickets
• Responsible for being available within MLS Support call center queues at all times. Management approval is required for working on projects or other assigned tasks that require Auxing out of phone queues
• Responsible for achieving and maintaining organizational requirements for ticket quality and time utilization
• Work collaboratively with appropriate technical support and cross-functional team members
• Monitor, manage, and support a variety of application platforms and systems
• Document and utilize solutions through use of a Nuance knowledge base, white papers, training sessions and other available educational tools
• Responsible for completing all classes and training required via the Nuance Talent Management System within the required time frame for ongoing employee development
• Responsible for operational support on a 24/7/365 basis with ability to work evenings, weekends and/or holidays required as all shifts are required to be covered 24/7, including changing shifts
• Effective and professional communications skills, strong critical thinking and problem solving skills, dependable and punctual, positive attitude and works well under pressure
• Detail oriented, understands and works well with standards and processes that vary between many accounts
• Must be proficient and have strong problems solving skills in the below
• Microsoft Office 2000 to 2013
• Windows 2000, XP, Vista, and Windows 7, Windows 8
• Windows Server 2000, 2003 and 2007
• Previous experience with healthcare, medical records departments, medical transcription industry (MTSO)
• Assist evaluation customers and contracted partners with the integration of our desktop and mobile SDKs into their healthcare applications
• Troubleshooting reported issues with customer integrations using our SDKs
• Duplicate reported issues in order to escalate to the Development Team
• Create detailed problem entries in our Development Team’s problem tracking system
• Must be available for on-call rotation
• Host/lead customer calls/meetings
• Experience with two or more of the following
• Other Experience and/or working knowledge with the following technologies
• Enterprise Linux/*nixOS,
• Working w/a hosted/cloud environment
• Effective and professional communications skills (verbal/written), strong critical thinking and problem solving skills, dependable, positive attitude, and works well under pressure
• Ability to work in a team and independently
• Drive for results and positive customer experience/outcomes
• Experience in the Healthcare/Clinical Documentation industry
• Experience with Electronic Health Record systems (EHRs)

Application / Support Engineer Resume Examples & Samples

• Build and maintain close relationships with; customers, Service Centers, Field Application Engineers, Marketing, Technical Writing, R&D, and Production teams
• Help customers easily access information by developing and maintaining support content on the Keysight internal and external web
• Resolve customer facing issues quickly, seeking R&D experts as appropriate
• Assist in the creation of service documentation for instrument repair and upgrades
• Actively participate in reliability improvement teams

Customer Application Support Engineer Resume Examples & Samples

• Provide technical support, consultancy and guidance to the worldwide technical support network customers in regards to Secure Operating Systems and Applets
• Support technical design-in and lead customer projects
• Develop close relationship with the worldwide technical support network
• Embedded SW development for Secure microcontrollers
• Have advanced knowledge of Java language, knowledge in C/ASM language, Tools and Development systems for embedded SW
• Have computer and Secure microcontrollers experience
• Cryptography, secure messaging basic knowledge (Public encryptions schemes RSA, ECC Private key encryption AES, DES, Hashing, MAC)
• Basic knowledge Security of Information systems
• Project Management knowledge (customer related projects)
• MS in Cryptography, Software or Electrical Engineering or similar
• Experience in Java card or eSE or eSIM applications
• Experienced with customer interfacing
• Fluent English is mandatory
• 5-10 years’ experience
• Provide support for a wide variety of applications that including iPad apps, Stock Management Applications (IFS) and Resource Planning Applications (Click) as well as supporting numerous Java services that support the platform. In addition we also support business operational reports via our QlikView reporting platform
• Support the 24*7 Supply Chain production platforms and deliver to key SLA’s by resolving incidents as well as investigating and resolving root cause
• Ensure processes and standards are adhered to, contribute to their continuous improvement and deliver enhancements
• Support and analyse operational reports to understand platform performance and deliver improvements
• Build effective relationships across technical and business teams to deliver first class platform performance and customer service
• Liaise with 3rd party software providers to ensure delivery of new functionality and fixes meet specifications and are deployed successfully
• Work closely with Project, Development and Test teams to ensure projects are delivered into production successfully with full support requirements
• Act as an Application Support POC for over 30 enterprise E-commerce solutions
• Investigate product, implementation & client infrastructure integration issues
• Identify and develop tools, techniques and procedures for improving the performance, availability and reliability of implementations
• Work with engineering, implementation and analytics teams to design and refine processes, procedures, and delivery mechanisms
• Act as a resolution engineer, taking ownership of client issues
• Resolve issues wherever possible and when not, identify and document problems clearly for escalation to Engineering
• Log, investigate and track technical issues from Clients
• Understand, capture, log and track functional requests from Clients
• Support deployment / upgrade issues
• Write Technical Articles and Documentation
• Become proficient in understanding how the platform, software components, and configuration is linked together to form an end-to-end solution
• Act as a lead point-of-contact for all client reported application performance issues
• Responsible for Production Services SLA Management
• Participate in internal bug and enhancement review meetings and act as a member of Change Control Board to oversee and keep track of production changes
• Serve in an on call rotation as an escalation contact for service trouble incidents
• Bachelor's degree in Computer Science, related field or comparable experience
• Proven ability to quickly learn and implement new technologies
• Good understanding of web technologies, browsers, browser debugging tools like HTTPWatch, Firebug, etc
• Experience with writing JavaScript, XML and MXML technologies
• Detail oriented with excellent written and client facing verbal communication skills
• Excellent organization skills and project tracking capabilities
• Must thrive in a fast-paced, small team work environment
• Technical Support or Network Operations support experience in a SaaS environment is desirable

Star CCM Application Support Engineer Resume Examples & Samples

• Act as primary point of contact for all licensing, installation and HPC use queries across the Americas. Identify problems and take responsibility for successful resolution of issues, including reporting of bugs
• Clearly document best practices and create Knowledge Base Articles for the customer portal to allow customers to quickly resolve IT related issues
• Work on multiple projects/problems simultaneously
• Collaborate with product management and industry teams to provide input on future product direction
• B.S Aerospace, Mechanical, Chemical or related field with focus on computational methods, fluid dynamics and structural mechanics
• Flexible attitude
• Willingness to learn new skills
• Willingness to work onsite with customers
• Familiarity with both Linux and Windows environments
• Ability to write documentation to enable our support staff and customers to resolve IT related issues efficiently
• Ability to travel up to 20% for on-site customer support
• Experience with STAR-CCM+ or other commercial CFD tools
• Particular interest in or experience with IT Related Areas such as: Cluster installation, Hardware configuration and software licensing

Senior Software Application Support Engineer Resume Examples & Samples

• Provides technical and procedural consistency within a team focused on the implementation, service delivery and support of products, systems & networks
• Contributes to initiatives for driving down incident rates and working with first line operations (and operations engineers within specialist functional teams, working with 2nd line operations) to improve service recovery times
• Adheres to the implementation process to ensure that all aspects of operability are delivered whilst ensuring that existing service levels are maintained or improved
• Works in close liaison with various operational, project, development and product teams as well working within the Service Organization to ensure ongoing service delivery and support can be maintained to agreed service levels
• Acts as second tier in alert response and incident resolution
• Acts as second tier in identifying production related incidents and issues. This includes detection of system, application, or performance degradation or unavailability
• Tracks the resolution of any system or application problems
• Escalates outage and other production interruptions to appropriate individuals/groups
• Employs production monitoring tools to ensure that all systems & applications are running and have as close to 100% availability as possible
• Provide advanced troubleshooting to identify the infrastructure element or application bug related to an incident or service request
• Ensures effective communication to internal customers
• Manages incidents and service requests to resolution
• Monitor and manage ticket queues across operational teams to ensure that SLA’s are met
• Degree of college education in a technical career or BA/BS in technical discipline
• 3 – 4 years operations support experience in a high-availability environment
• 3 – 4 years experience working in a cross-functional team environment that includes Technical Support, Developers, SAs, DBAs, etc
• 3 – 4 years experience of Windows production environments, networking and security concepts
• 3 – 4 years experience of database concepts (MSSQL) and general web technologies preferred (HTML, XML, API)
• Ability to perform well in fast-paced, high-pressure environment
• Outstanding English communication skills, both verbal and written and strong customer focus
• Experience with NOC tools including ticket systems and monitoring systems and strong understanding of SLA’s
• Experience with ITIL/ITIL Foundation certificate preferred
• Supporting and monitoring of the Bank's Enterprise Stress Testing (EST) applications
• Incorporating in to the FTS model
• Issue tracking
• Creating documentation and maintaining knowledge bases
• Liaising with development, prioritizing bug fixes, tool enhancements and relaying releases
• Automation of manual tasks
• Application Support Experience - specifically with Linux, Oracle (12c+), Informatica, Autosys, NDM
• Windows & IIS Experience
• Team-oriented personality (someone who can work well with others, who is social and can have fun at work)
• Technical experience with Linux, SQL Server, Oracle (12c+), Informatica, Autosys, NDM
• Active Directory experience
• Excellent communication and interpersonal skills, collaborative
• Solid problem solving skills
• Assertive 'go-getter'
• Works well under pressure
• Good team player with a strong willingness to participate and help others
• Able to prioritize in a fast moving, high pressure, constantly changing environment; Good sense of urgency
• Excellent Windows and Unix knowledge
• Excellent ability to create documentation
• Good practical knowledge of SQL and relation database technologies
• Hands-on experience with a back office systems, reconciliation systems, reporting configuration and file delivery management
• Extensive job scheduling experience with a product such as Autosys, Tidal or ControlM
• Experience with incident management
• Comfortable with change management process
• Comfortable with issue tracking/call logging
• Familiarity with the banking business
• Disaster Recovery experience is a plus - specifically with the LDRPS tool
• Act as primary point of contact to assigned set of accounts for all technical issues related to their use of STAR-CCM+. Identify problems and take responsibility for successful resolution of issues, including reporting of bugs
• Participate in the sales process to facilitate sales and deployment of software at potential and existing customers
• Conduct training on Introductory and Advanced Topics
• Conduct technical discussions with prospective accounts on benefits of STAR-CCM+
• Perform benchmark simulations to define best practices and verify results
• Present new features of software to address customer needs
• Create Knowledge Base Articles for the customer portal
• M.S. or Ph.D. in Aerospace, Mechanical, Chemical or related field with focus on computational methods and fluid dynamics
• Ability to travel up to 20%
• Particular interest in or experience with the automotive or related industries such as recreational vehicles or off-highway machinery
• Maintenance of Cognos TM1 and BI budgeting/forecasting applications and processes for strategic, financial, and operational planning and reporting purposes covering all aspects of financial statement modeling (profit & loss, balance sheet, cash flow), currency foreign exchange models, and scenario/version retention & analysis. Primary maintenance activities include: dimension & hierarchy management, data import & archival, job scheduling, and ad hoc troubleshooting
• Manage ongoing user support according to priority (including rotational on-call availability for critical systems support), and coordinate change requests with development teams
• Administer user permissions and system security settings
• Assist with training delivery and detailed process documentation
• Bachelor's degree in Computer Science, Information Systems, Finance or related business/technical field is required
• Demonstrated experience working with users in a support capacity, including resolving trouble tickets, providing training, and ability to serve as member of on-call rotation for critical off-hour support requests
• Knowledge and understanding of Data Warehouse, BI, or OLAP modeling concepts
• Aptitude to learn quickly with a positive attitude, professional demeanor, and strong analytical and troubleshooting skills
• Excellent written and verbal communication skills are required as the candidate will work closely with a diverse group of teams, including collaboration with business users and development teams
• Proven ability to succeed in a dynamic, results-oriented environment
• Previous work experience with financial analytics systems, ideally with exposure to Cognos BI and/or TM1 software (Report Studio, Analysis Studio, Framework Manager, TM1 Architect/Perspectives), or similar technology (OBIEE, Hyperion, MicroStrategy, Business Objects, Tableau)
• Experience with dimension management software processes and MDM tools (Oracle DRM)
• Proficiency with Microsoft Office suite, Project, Visio, and SharePoint
• Experience with ETL processes and 3rd party tools (IBM Data Stage, Informatica)
• Experience with SQL authoring and RDBMS database interaction (TOAD, SQL Developer)
• 6+ years UI development/support or software engineering experience, customers facing experience
• Strong understanding of JavaScript, its quirks, and workarounds
• Good understanding of advance JavaScript libraries and frameworks
• Good understanding of asynchronous request handling, partial page updates, and AJAX
• Proficient understanding of cross-browser compatibility issues and ways of work around
• Able to debug JavaScript on the fly during customer meeting
• Good understanding of Java, PHP, and Oracle SQL
• Experience of Git
• Solid understanding of REST/SOAP API(s)
• Previous experience working on various tool sets both on client side and server side (application logs, access logs etc.) to debug, analyze API/application from issues to performance perspective
• Strong knowledge in API/SaaS domain working closely with product management and engineering teams
• Able to work with batch job processing and multiple teams to troubleshoot and analyze and issue from end-to-end
• Set up alerts base on application needs. Create automation script to automate major repetitive tasks
• Knowledge of the payments industry and/or financial services
• Able to work within the software development lifecycle, and contribute within a team
• Knowledge of secure coding principals and security issues that affect both front and backend systems
• Previous experience on Application Integration and Data Analytics solutions
• Able to provide solutions around the clock, under high pressure, and work independently
• Rally experience is a bonus
• Traditional app support (Unix/Linux/SQL/SQL Server) experience
• Outline knowledge of windows servers e.g. IIS, start/stop services, scheduling jobs
• Knowledge of SQL Server with Ingres experience seen as a plus but not essential (legacy tech)
• Knowledge of Landmark or similar Air Time Sales System or exposure to a broadcast/media sales environment
• Any ad serving solution experience on digital platforms is a plus but not essential
• Ability to multi-task – role requires dealing with simple and complex user queries, incidents, requests and project tasks
• Technical degree in computer science, engineering or equivalent business degree and a minimum of 2-3 years professional technology experience is required
• 3+ years’ experience in the following technologies
• Windows 2008/2012 operating systems
• MS SQL, database and administration is must
• .NET framework (C#, ASP.Net, Windows Services, Web services)
• Source code versioning repositories and packaging
• Experience working in the financial industry or with market data is a plus
• Ability to collaborate with product management, development, Technical Operations, and business segment marketing teams on every day projects
• Manage and maintain application health and performance
• Ability to work in a 24/7 environment, with scheduled call-back responsibilities
• Provide technical leadership on resolving application and platform issues and guidance for less experienced engineers
• Document and maintain knowledge of supported applications and platforms
• Analyze root cause and offer design solutions for immediate fixes and long term remediation
• Provide a technical plan for effective monitoring and alerting
• Automate common fixes for quicker response
• Work with architecture, engineering and development teams to provide production requirements and review of new software releases prior to live deployment
• Demonstrable proficiency of systems administration concepts as they pertain to enterprise computing systems and industry best practices
• Scripting or programming proficiency (Perl, shell, Python, PHP, JAVA, C/C++, etc.)
• Able to create/update/administer online source code or documentation repositories, such as CVS or SVN, Wikis, or other web-based repositories
• Have a thorough understanding of the software development lifecycle, including the application design, testing, and release processes, that can be used to support and contribute to the development of applications designed by DIRECTV Engineering and external vendors, alike
• Proficiency in generating technical drawings that show equipment location, layout, and data flow according to site standards using technical drawing packages
• Demonstrates ability to follow departmental direction and generate/update documentation that will result in completed project milestones and tasks with minimal supervision
• Capable of following deployment plans, performing maintenance requests, and/or generation of SOPs used by various support organizations
• Capable of taking knowledge and championing learning initiatives to bring others up to speed and improve the services knowledge base among department principals
• Proficiency in locating/obtaining knowledge of industry best practices relating to primary and secondary skills
• Uses good judgment in independent problem solving and can be used to lead problem solving efforts among peers and colleagues
• Can be held accountable for documenting and tracking assigned or volunteered tasks

Application Support Engineer / Administrator Resume Examples & Samples

• Understand business and user opportunities / requests and translate those needs into functional and technical solutions, supported by thorough and well documented proposals
• Exercise business process and tool knowledge related to assigned area, ensuring that annual objectives are met, that IT Principles / Procedures are followed and IT Service Levels are attained. Quickly restore service disruptions, conduct root cause analysis and implement corrective actions
• Build responsive and flexible solutions ensuring that PLC processes are followed and necessary documentation is developed. Create and execute test procedures to ensure the solution meets requirements without impacting existing functionality. Train and work with Operations SMEs to ensure the solution is appropriately supported by IT and Operations, enabling Operational Excellence. Provide Customer Service Excellence by responding to service requests accurately and in a timely manner
• Contribute as a global team member, or lead team member, to develop enterprise solutions. Represent the business by collaborating with all IT Teams (e.g. Infrastructure, Development, Service Desk) to ensure the solution meets business expectations
• Deliver assignments on time and with high quality. Actively participate in or lead Business meetings and other meetings by sharing common problems and solutions across multiple sites/regions, providing user request updates, and confirming priorities of upcoming work. Coordinate the involved teams: developers, test, business, ensuring solution delivery as per the plan
• Act as the single point of contact for laboratory personnel for all IT systems related issues, working in conjunction with suppliers or the Exova IT team to resolve the issues
• Be the focal point for opportunities to modify or adapt systems to improve efficiency or quality within the lab
• Become the expert technical user on systems deployed to support the lab most notably Agilent OpenLAB, SLIM for stability management, Intellex Quality Management System, and LIMS system (ExovaLIMS)
• Act as technical business lead for new system deployments and system updates such as Agilent Openlab and LIMS, acting as part of implementation teams consisting of lab personnel, Exova IT and external vendors
• Understand workflows and business needs, translating these opportunities into effective solutions by testing and validating proposed system changes
• Validation and maintenance of data security and integrity software for lab instrumentation to ensure 21CFR11 compliance
• Lead improvement activities for the systems deployed, with the goal of enhanced speed, efficiency and excellent customer service
• Act as a key member of the laboratory management team, interacting with the General Manager, QA Manager, Lab Managers, Technical Specialists and Exova IT to develop and implement optimal solutions to address the lab needs
• Adhere to Exova quality, health and safety requirements

Tax Application Support Engineer Resume Examples & Samples

• Provide IT development and application support for Tax and Regulatory applications. Primary role will be to support of Vertex O on PeopleSoft 9.1. System support will include knowledge of Verizon Tax functions working with IT and Business partners on enhancements, changes, and break fix in addition to providing day-to-day user and supplier support functions for the Vertex and other Tax and Regulatory applications. Work will also include DevOps and Cloud build related tasks
• 4+ years experience with Vertex and PeopleSoft 9.1
• Experience with writing ETL jobs
• Certification in Vertex
• Actively monitor application performance and maintaining system up time, while troubleshooting customer reported software bugs from external support teams
• Communicate with Customer Care Representative, Field Installation Technicians and Field Sales on resolving and answering escalated technical problems and issues
• Detect and diagnose code related issues
• Collect and document information about product performance, product application problems and failures
• Develop and suggest needed product improvements based on data collected. Will have conversations with Product management to create a better customer service experience
• Responsible for resolving the issues as soon as possible while relying on technology/software knowledge
• Performs miscellaneous job-related duties as assigned
• Coding: .NET Platform, C#, ASP/ASP.NET, JavaScript, jQuery
• Database: Microsoft SQL, knowledge of MySql
• Mobile:iOS& Android knowledge
• Testing:Basic testing practises
• Experience in Salesforce.com, JIRA/Greenhopper, Tortoise SVN, MySql
• Ability to travel internationally if requested
• Able to work from a company office on a regular basis
• Must have excellent communication skills to deal with developers and customer care teams
• Excellent problem solver with strong analytical skills
• Ability to think logically
• Work well within a strong team environment
• Organization & Documentation skills
• Repair outages on enterprise applications and ensure systems operate properly
• Monitor, diagnose and triage service application issues for enterprise web platforms
• Use automation/scripting languages to create internal solutions for common problems, adjust complex customer applications and cache configurations as necessary, and optimize environment variables
• Document system incident and change management systems and prioritize escalated issues in on-line issue tracking system
• Identify areas to reduce errors, implement automation and improve operational efficiencies
• Knowledge of IIS and web-based applications
• Knowledge of .NET Framework
• Understanding of network configuration, load-balancer, DNS, Active Directory, and SQL server
• Ability to work in a fast-paced environment and learn new technologies quickly
• Understand industry best practices regarding governance, security, change control, problem management and incident management
• Strong troubleshooting skills in a Windows environment, Linux also preferred
• Degree in Computer Science or related discipline is highly preferred
• Technical support of EMEA AML monitoring projects, including code deployments, UAT support, and issue resolution
• Work closely with Production support and ensure projects are appropriately transitioned to support groups with the required knowledge transfer
• Level 3 production support of EMEA AML monitoring applications, including problem ticket investigation and resolution
• Provide expertise and guidance on the AML monitoring platform to our partners in operations, compliance, and the business lines
• Manage usage of test environments to support AML projects, and ensure we have necessary hardware resources to deliver projects
• Building and maintaining excellent relationships across Business, Development and Technology Infrastructure groups
• Ensure all changes are released according to Citigroup Information Technology Management procedures
• Candidate must have hands on technical experience supporting projects for a large batch processing banking system
• Candidate must have understanding of project management principles, and track record of working and delivering successful projects
• Candidate must have good analytical skills, and able to understand business requirements and investigate complex technical issues
• Candidate must be highly diligent and disciplined in ensuring procedures are followed, and pro-active in ensuring the team are ready for audit
• Good understanding of Anti-money Laundering (AML) and Know Your Customer (KYC) practices is preferred
• Experience with batch processing systems, Oracle, SQL and other standard database query tools is essential
• Experience with Linux / UNIX operating systems is essential
• Experience of the Mantas, Actimize RCM AML platforms is preferred
• Knowledge of Big Data tools (i.e. Hadoop, IBM G2) would be an asset
• Rapidly identify all incidents that are impacting or have the potential to impact service to the customer using system management tools
• Assess within 2 minutes the impact of an incident and identify whether a known resolution exists that you can apply or whether escalation is required for resolution
• Communicate accurate and timely information to customers about on-going service disruptions
• Implement non-complex changes on production Windows and Solaris systems with 100% accuracy
• Identify and raise issues with the monitoring tools that may prevent or slowdown the detection of incidents
• Develop a good understanding of the Elektron service and the function that each system delivers
• Manage communication and responses to 3rd party vendors such as HP or Savvis
• Perform regular and ad-hoc health checks on the systems
• Accurately log incidents in the service management toolset, HP Service Manager 9
• Give an accurate daily handover of all ongoing and major occurrences in your shift to your colleagues in Bangalore
• Bachelor's in Computer Science, or 2+ years of experience working in the IT field
• A demonstrable passion for technology
• Ability to logically and methodically investigate problems until a resolution is found
• Understanding of network terminology and basic principles, such as TCP/IP
• Responsible for the production operations of an enterprise Ecommerce SaaS platform that is used by hundreds of top US and European retailers and serves millions of international shoppers
• Utilize knowledge and expertise to research and resolve issues in a timely manner and ensure customer’s satisfaction. Provides collaboration, communication, and coordination with internal team, clients, project managers, project leads, and/or contractors
• Communicate efficiently and effectively with other department and customers
• Participate in project kickoffs and handovers from the R&D teams (located in Tel Aviv and New York) and help improve the production environment
• Collaborate with R&D and product teams, provide technical input to the business and functional requirements for the software products and services throughout the entire project life cycle to ensure stability, scalability and quality of the product and services
• Create internal documentation and Perform knowledge-sharing presentations to Tier 3 and Tier 2 teams
• At least 7 years of hands-on application support experience in a SaaS or web company, working on critical production environments
• Strong problem solving and troubleshooting skills with a good understanding of SLA
• Experience with DB (SQL/ NoSQL, we mostly use Oracle)
• Familiar with J2EE and Java application servers
• Code development background in at least one language – can read other people’s code and create scripts for automations
• Understanding of Infrastructure in relation to application support (Windows and Linux administration, network)
• Experience with 3rd party API integration
• Four years implementation, support, consulting and/or development experience in the CRM product family
• Skills in using industry standard tools and techniques
• Exceptional diagnostic and troubleshooting abilities
• Experience monitoring, tuning and/or changing complex applications to optimize the product to perform to customer expectations
• Experience in one or more of the following: log reading, SQL tuning, knowledge of networks, database configuration, server configuration, Web Server optimization, load balancing hardware,
• Mentoring junior team members on new products and technologies
• As a Senior Support Engineer, you will be expected to
• Apply considerable support/development/implementation experience, a deep understanding of underlying technologies, business process expertise and support process knowledge to interact with a broad spectrum of people within Oracle and customers as they encounter issues during various lifecycle phases
• Quickly master complex technical and functional areas and have the ability to suggest and/or create diagnostics and troubleshooting tools for the larger organization
• Be considered an expert in implementation strategies, setup, installation, configuration and integration technologies
• Interact frequently with senior management in the support and development chain and present to large and small groups on technical and functional topics
• Be able to influence product design by providing feedback to development
• Help define/refine future support processes
• Coach, mentor and train your peers
• Well-developed troubleshooting skills in the area of functional or technical domains of enterprise business application environments as listed in the respective posting. (CRM applications, Siebel, EBS, Peoplesoft)
• Ability to analyze details and synthesize the "big picture", frequently working with incomplete or ambiguous data
• Creative use of industry standard tools to aid in the diagnostic process
• Working experience in one of the following areas is seen as an advantage
• You have knowledge of configuration management tools
• You have analytical skills
• You have excellent written and verbal communication in English
• You are knowledgeable of at least one scripting language (Groovy, PowerShell, bash, python, ruby etc.)

BIG Data Application Support Engineer Resume Examples & Samples

• Part of Big data delivery team to help implement the new data lake platform; define & implement a data integration and workflow framework that provides for the loading of data, data integration, quality management, aggregation, joins etc. and distribution to various systems using advanced Big data technologies
• Develop and Design data processing workflows adhering to our platform guidelines and standards in order to satisfy the functional and non-functional requirements for extract, load and transformation routines
• Ensure, in collaboration with Solution Designer and platform manager, scalable and high performance solutions
• Provide application support for IT related problems in the area of data processing workflows
• Develop and maintain scalable data management and analytic solutions using Hive, Hbase, Informatica etc
• Participate in the research, design and development of scaling strategies for our very large and growing data assets
• Hands on technical role; contribute to all phases of the software development lifecycle, including the analysis, architecture, design, implementation, and QA
• Constant learning and application of the newest features to ensure up to date solutions
• Write technical documentation to ensure maintainability of developed application
• Support Analysis & Design process from a technical and feasibility point of view
• Ensures peer reviews and unit tests are prepared and conducted across the entire team
• Responsible for provision of effort estimates required to develop software
• Transition Structured Query Language (SQL) and file system application data stores to a Big Data scalable framework where appropriate
• Ensures compliance with statutory and company procedures, including security policies
• Maintains an understanding of relevant industry trends and current knowledge of the Big data technology deployed in the business area
• Follows all change control procedures and puts in place full version control and configuration management to ensure that the production service is not compromised
• Bachelor Degree (IT), Master degree or Technical Diploma or equivalent
• A very strong SQL/data analysis or data mining background, experience with Business Intelligence, Data Warehousing, common/reusable components, Audit Controls, ETL Framework
• Solid understanding of large scale data management environments (relational and/or NoSQL)
• 5 years of experience in building massively scalable distributed data processing solutions with Hadoop, HBase & Hive
• Demonstrable knowledge of Continuous Integration/Test Driven Development and Code Analysis including its application within the software development lifecycle
• 5 years of experience in the development of ETL routines preferably Informatica Big Data edition
• Experience in the development and configuration of RESTAPIs
• Experience in agile IT development methodologies (e.g:. SCRUM)
• Prior experience working in a financial services environment desirable, preferably insurance
• Ability to work effectively in a global organization, under time pressure and to manage ambiguity
• Good English skills (Written & Oral)
• Strong knowledge of Informatica PowerCenter toolset
• Very high desire to constantly learn and improve the usage of the ETL tools to achieve best in class results for the solutions
• Any proven certification/training in Informatica PowerCenter, Informatica BDE, IDQ
• Able to work under pressure in a multi-vendor and multi-cultural team
• Flexible, agile and adaptive to change
• Customer-focused approach
• Attaining of goals
• Deep commitment
• BS in Computer Science or equivalent relevant experience
• Minimum of 4 years of experience in providing customer support for complex software products, including operating systems and network support
• Experience with the Win2000, Win2003, Win2008, UNIX, Linux Operating Systems
• Answer product related technical questions on issues using and running the PL/SQL compiled codes, PowerBuilder and C debugger
• Assist and advise on basic database tuning using the database debugger
• Ability to read, write and debug programs written in PL/SQL, SQL, C#
• A solid understanding and hands-on experience installing, configuring, monitoring and managing Oracle databases on all platforms (including UNIX, Citrix) – versions 9i, 10g and 11
• A solid understanding of the Oracle/SQL Server Backup, restoration and performance tuning
• Demonstrated expertise with SQL, PL/SQL programming language, XML, VB Script, C#, Windows, UNIX scripting
• Develop and implement monitoring policies
• Manage deployment configuration
• Enable rapid development through robust Continuous Integration and Deployment
• Script / automate core processes to improve efficiency as well as platform availability
• Ensure highest availability of the platform and its core services
• Debug incidents, escalate and follow through until resolution has been achieved
• Partner with other teams to share tools, expertise, and create effective solutions
• Ability to solve operational issues using automated solutions
• 2+ years’ experience in Systems Engineering/DevOps/Support or Development roles is required
• Experience with cloud platforms, preferably AWS
• Strong background in Linux/Unix Administration
• Proficiency with NoSQL systems, preferably MongoDB
• Adept at troubleshooting and administering unix systems, dealing with networking issues, setting up databases, and fine tuning instrumentation and alerting systems
• Hands-on experience with cloud infrastructure technologies, including continuous integration tools such as Jenkins, configuration management with Git, Chef, or Ansible, systems monitoring and alerting with tools such as New Relic or App Dynamics
• A working understanding of code and script (Node/Javascript, Shell)
• Docker experience a plus
• Splunk or ElasticSearch experience a plus
• Design, develop and program custom software, define detailed application specifications, standards, and diagrams and develop coding logic flowcharts
• Develop overall systems design, research and evaluates vendor supplied applications, provide customize or develop recommendations, and implement accordingly
• Analyze and review existing or proposed system features and integration, security, scalability and performance requirements with clients, business analysts, and team members
• Package in house developed applications for production or integrate vendor supplied applications
• Develop or modify software application design and specific modules
• Conduct testing of new or customized application modules to ensure application meets specifications
• Document functions and changes to new or modified modules, test activities/results, error handling and backup/recovery procedures
• Serve as 3rd level support for ongoing maintenance and production issues
• Support software development lifecycle and apply and follow appropriate programming/engineering methodologies and best practices
• Bachelor's degree in Computer Science or other technical field or equivalent work experience
• 3 to 5 years of Application Engineering experience
• Sound knowledge of Software Development Life Cycle (SDLC)
• Knowledge of version and revision control practices and procedures
• Knowledge of design and programming techniques that provide security
• Ability to debug code to troubleshoot and analyze defects
• Sound understanding of application engineering concepts
• Knowledge/experience with querying databases for data lookup/update
• Perform sanity checks of the platforms. Make sure sanity checks/monitoring are accurate and adjusted whenever a change occurs. Takes initiatives to improve their efficiency
• Lead/Coordinate investigations to resolve problems effectively. Formalize problems and escalate to next level when need be. Propose workaround to unblock severe situation. Propose sustainable solutions to tackle recurrent business issues
• Lead/Coordinate projects for Asia and Paris teams. Follow up all the potential impacts on Asian perimeter and make sure the production will be safe
• Estimate the risks and opportunities in our day to day job, and take initiatives to reduce the risks and improve our efficiency. Provide support to team mates when necessary
• Share experience and expertise to develop others. Develop collaboration with other ITEC teams in order to ease problem resolutions, prepare releases or ensure that our specificities/constraints are taken into account during change management (Organization or project wise)
• Communicate on Daily basis with users ensuring an optimal quality of service and proximity. Ensuring follow-up with users as well as Development teams and others support to resolve requests and incidents
• Equity derivatives and Structured products (good)
• Global market activities (good)
• ITIL / Knowledge of the Support processes (good)

Application Support Engineer Advanced Resume Examples & Samples

• Interfacing to HEEDS MDO prospects and customers – working directly with the global HEEDS sales team to demonstrate the benefits of design exploration with HEEDS MDO through multiple stages of the sales process: initial pre-sales engagements, proof-of-concept and project demonstrations, sales closure, post-sales support, training, and account growth and cultivation
• Pre‐sales support – helping to scope and work on potential client projects, demonstrate the value of design exploration within an organization
• Post‐sales support– supporting customer issues and questions, along with raising customer awareness, to ensure successful utilization of HEEDS - design space exploration
• Design exploration projects ‐ development and execution of engineering projects using HEEDS MDO and various CAE tools for clients and internally
• Research and Development assistance for optimization applications for various market segments
• Support of Distributor (reseller channels) HEEDS activities globally – both sales and distributor technical staff
• HEEDS MDO Trainer – teacher of design exploration methodologies, tool usage, and custom applications to clients and distributors
• HEEDS MDO quality assurance – link between customer/user and product development to ensure product is at the highest level and reflective of customer needs before product release
• 3-10 years of commercial CAE experience with commercial CFD, FEA, and/or MBD tools is a requirement for this position
• Must have prior experience with Windows Servers and applications (MS Cluster/MS SQL/IIS), for
• Experience with storage solutions, i.e – SAN/NAS
• Experience with Unix scripting (Shell scripting, Python or perl)
• Remote Support Experience covering 24 x 7 mission critical business environment
• Prior incident management, problem management and troubleshooting experience preferred
• Creative problem solving with web-based applications
• Prior experience with understanding network data flow and site-load balancing and networking experience with
• Analyzing technical documentation
• Launching systems and installing new versions of software on top of the existing ones
• Providing technical support of the environment
• Checking the validity of applications and environment
• Analyzing and reporting the identified problems, monitor corrective maintenance
• Ensuring effective defect and error communication
• Keep a knowledge-base of support-related information up to date. Engaged in new product training & handovers to the support teams
• Contribute to the development of automation tools for metadata validation and troubleshooting

Tier Application Support Engineer Resume Examples & Samples

• 5+ years relevant (i.e. industry/product) experience or equivalent API expertise
• Trouble Shooting/Development Experience in Programming Languages: Java, C++, .NET, C#, Perl, JSON, XML etc
• Excellent Customer Service Skills required

Application Support Engineer Web Resume Examples & Samples

• Communication with 1st line support and ensuring that all relevant key stakeholders are informed of any incidents raised as a result of your monitoring
• Supporting and maintaining the websites that re built , managed and hosted by perform
• Adhere to department policies, procedures, guidelines and best practice initiatives
• Contribute to the team by sharing new ideas and technologies in meetings
• Assisting the Application Support Egnineers with web / front end related issues on the platform
• Work closely with account managers to ensure client satisfaction
• Communicate with all relevant areas of the business to ensure client satisfaction
• Able to understand a customization based on looking at the code as well as have the ability to find a solution
• Troubleshooting customizations in a variety of technical languages but typically are built using PHP, Laravel, Zend , HTML, XSLT, CSS, JQUERY, java script, Node.js and SQL
• A good knowledge of working with databases (MySQL) is preferred
• A good working knowledge of LAMP (Linux/Apache/Tomcat) is preferred
• As and when required, you will also assist with development
• Ability to support out of hours support calls
• Weeekend and Night shift work will be needed in this role
• Has the right attitude, drive and motivation
• Has a Questioning personality
• Ownership & Accountability
• Able to communicate
• Able to follow, refine and communicate procedures
• 3-5 years with relational database systems — Understanding of relational database concepts. Experience with recent versions of DB2, Oracle, or MS-SQL database preferred
• 3-5 years of SQL experience
• 3-5 years of experience with a high level programming language e.g. Java, C#, etc
• 3-5 years of scripting languages, e.g. shell, Perl
• 3-5 Operating System — either UNIX or Windows, both a plus
• Familiar with common reporting tools e.g. Crystal, Tableau
• ETL e.g. Informatica, Microsoft SSIS a plus
• Experience integrating with Active Directory, HR Systems
• Experience with MS Visio and Testing Tools (e.g. Load Runner) a plus
• Significant technical experience with supporting packaged (COTS) systems including working with vendors, applying patches and leading upgrades
• Experience providing critical production support and proficient implementing long-term improvements
• Ability to rapidly diagnose and resolve production issues
• Experience integrating various applications via various technologies, flat file, web services, etc
• Experience in building to authoritative systems such as Active Directory, Human Resource, Identity and Access management, and enterprise logging systems
• Preferred – Experience with facility management e.g. Archibus or Tririga
• Preferred - Experience with physical security systems e.g. CCURE
• Must work well with non-technical contacts to ensure business requirements are satisfied
• Experience working in formal environment following SDLC and on waterfall and agile type projects
• Must have the ability to maintain focus on quality deliverables and be able to effectively manage project tasks, and have the ability to work on multiple projects and tasks concurrently
• Use collaborative skills to work with project managers, task force members, database administrators, system administrators, users and other staff
• Ability to pick up new business processes and technologies quickly
• 1-3 years experience working with business owners to define requirements on small projects
• 1-3 years experience working with business owners defining and executing SIT and UAT
• Participate in workshops, including the gathering/documenting of requirements and use-cases and recommendation of envisioned processes is required
• Experience documenting detail design specifications and adherence to methodology
• Perform Level 2 tasks supporting the regional overnight batches
• Liaise with business on issues, outage reporting/management including SLA reporting improvements
• Liaise with the development teams for new releases
• Liaise with the global support team for handovers, knowledge transfer and ensuring a standard model of support is implemented
• 2+ years Production support experience in a related business area
• Troubleshooting experience in various versions of Windows and Unix systems with basic scripting skills
• Experience in Relational Databases Oracle, Sybase and MS SQL Server in terms of basic querying and stored procedure debugging
• Deliver a positive, memorable and meaningful service which exceeds the expectations of both the internal and external customer
• Primary support contact for internal and external customers
• Responsibility for ensuring all helpdesk issues receive appropriate action and/or resolution within given service level agreements for given customer
• Act as primary point of contact for given customer, keeping all appropriate operation account managers aware of issues and escalating where appropriate
• Investigate and progress both customer and internal issues at an application level including the identification of basic workarounds
• Discuss issues with customers including taking a key part in conference calls
• Understanding and adherence to the Software Development Life Cycle
• Participate in a 24 x 7 on call support rotation as required
• Perform periodic production system management and cleanup, such as archiving and cleaning up log files, report files, and other application-generated data files
• Execute Data Change Requests and System Change Requests for production systems
• Ability to work on own initiative with minimal supervision
• Good communication skills, with the ability to build working relations
• A flexible attitude with respect to work assignments and new learning
• Ability to manage multiple and varied tasks with enthusiasm and prioritise workload with attention to detail
• Possesses the ability to organize information, prioritize workload and tasks in a timely manner
• Possesses an understanding of supporting Java web applications
• Possesses a good understanding of software development languages and tools such as Jscript, VBScript, XML and SQL. TIBCO and Informatica is desired but not required
• Knowledge of relational databases, preferably Oracle, SQL Server
• Ability to prioritize work, mulit-task and meet deadlines
• Ability to work and communicate in a project team environment
• Some knowledge of clinical data management process for FDA regulated companies is a plus. Familiarity with FDA regulations such as 21 CFR Part 11 and GxP desirable
• Ability to work independently on all but a few issues, using initiative as necessary. Can guide and influence others, suggesting solutions and coordinating efforts
• Direct customer facing experience
• Degree in Engineering, computer science, or equivalent preferred
• Proven ability to thrive in fast paced day-to-day activity
• Proven leadership, communication, and writing skills coupled with strong interpersonal, and relationship management required
• Minimal travel required
• Shipping industry knowledge is preferred
• JIRA experience preferred
• We are looking for a candidate that is located on the West Coast for time coverage - position could be an agile or you could work out of one of our offices in Seattle or California
• Working in a formal environment following SDLC with an emphasis on agile type projects
• Strong focus on quality deliverables and effectively manage multiple projects and tasks concurrently
• Collaborate with project managers, task force members, database administrators, system administrators, users and other staff
• Willingness to learn new business processes and technologies quickly
• Provide input on future technology needs and requirements
• Create detail design specifications and adherence to methodology
• Experience with Relational database systems — Understanding of relational database concepts. Experience with recent versions of DB2, Oracle, or MS-SQL database preferred
• High level programming languages such as Java, C#, etc
• Create and run complex SQL scripts
• Scripting languages such as shell, Perl, etc
• Operating Systems — either UNIX or Windows
• Any ETL e.g. Informatica, Microsoft SSIS
• Integrating with Active Directory, HR Systems
• MS Visio and Testing Tools (e.g. Load Runner)
• Excellent interpersonal, written and communication skills

Enterprise Application Support Engineer Resume Examples & Samples

• Investigates, analyzes, and researches low to moderately complex application and distributed system problems through discovery, replication, or troubleshooting
• Uses troubleshooting tools and techniques such as reviewing log files, querying databases, executing scripts, analyzing system-to-system data flows, and referencing documentation
• Manages tickets against priorities and SLAs
• Participates in critical-situation incidents, providing investigative analysis and support as needed
• Assists senior engineers in analyzing trends to proactively make and recommend changes
• Bachelor’s Degree in Computer Science or a related technical discipline, a minimum of 2 years related work experience, or an equivalent combination of education and experience
• Robust troubleshooting skills
• Resourceful in seeking information
• Maintains poise and professionalism under pressure
• Ability to work flexible schedules including extended hours as business needs dictate
• Ability to prioritize and quickly resolve technical issues
• Experience with Monitoring tools such as App Dynamics, ELK, Grafana
• Familiar with one or more of the following
• Manage the relationship and support activities with the assigned customers
• Provide timely feedback to customer on actions performed as well as overall MPC (Multi-variable Predictive Control) application status
• Compile Quarterly Status Reports and Status-calls with customer to discuss the areas of improvement
• Assist other support engineers when needed
• Design and implement System Modifications when customer process are changed
• Support Sales activities for renewal or bring customer on support
• Feedback any issues and suggestions to Development for Product Improvement
• Help the Global Pavilion8 Support activities if needed
• Experience creating documentation and performing knowledge transfers
• Self-starter requiring minimal oversight
• Familiar with two or more of the following
• Experience of working in an IT support environment, ideally having familiarity with ITIL practices
• Experience of supporting applications running on Windows
• Experience of supporting applications running on Unix
• Familiarity with containers (IIS, Tomcat, Apache etc)
• Familiarity with application interfaces to Oracle or SQL databases
• Good Excel skills
• Windows Bash scripting experience
• PL/SQL knowledge
• Powershell scripting
• VB scripting
• SQL procedures
• Familiarity with ServiceNow incident, change and problem management toolset
• Familiarity with ServiceNow
• Participate in Operational Acceptance Testing (OAT) to meet operational needs
• Must have minimum knowledge and understanding of financial markets
• Ability to act rapidly and logically under pressure, and make effective use of others in resolving problems

Senior IT Application Support Engineer Resume Examples & Samples

• Support and maintain health of applications. Ensure application performance is consistently up to par
• Write SQL queries to perform data change, research and ad hoc reports as required
• Take ownership and deliver high quality solutions for issues and requests
• Resolve issues and requests in timely manner with minimal supervision
• Document troubleshooting and problem resolution steps
• Comply with standard processes when implementing solutions
• Required to be on call
• Customer Support - assist customers in the resolution of Emerson Process Management product service and application problems, Where necessary initiate and coordinate support from the Emerson Global Support Centre
• Sales Support - assist Sales Engineers in the demonstration of Emerson Process Management products to potential customers and to provide guidance in product application and after sales service
• Proactively identify Service/Product opportunities and assist the pursuit
• Assist in preparation of support literature for Sales opportunities
• Working Environment - be flexible to work throughout the British Isles, offshore or abroad and work unsociable hours including weekends to support customers
• Safety Systems - carry out work on Safety Instrumented Systems (SIS) to Emerson procedures
• Project Customer Training - Provide on-site customer training in the application, service and operation of Emerson Process Management products
• Technical Consultation - Provide technical consultation and site engineering services for our installed base customers, assisting in optimizing their control & instrumentation systems and utilizing the full functionality of their Emerson product
• Project Control – Fully understand site work: as detailed in upgrades, site modifications and enhanced service projects in support of Emerson Process Management installed base customers
• Develop and deliver enhanced services which support our installed base customers to reduce operational risk and maintenance cost
• Project Management - being responsible for the managing and the delivery of a solution to the customer from the URS – quotation – Engineering – Commissioning – Site Support
• Field Engineering Support - Field Service Engineering Team technical support assistance working with the GSC and Austin Advance Services Team when required
• Ethics - Adhere to Emerson Process Managements ethical values at all times
• Other responsibilities or tasks that are within your skills and abilities, whenever reasonably instructed. The business reserves the right to make reasonable adjustments in line with business requirements
• HNC/Degree in Engineering discipline or equivalent preferred
• Extensive knowledge of DeltaV products and good configuration skills
• Background in Industrial Control and Instrumentation
• Experience of SIS would be an advantage
• Experience of a legacy system would be an advantage ( ProvoX & RS3)
• Experience with configuring and installing interfaces i.e. OPC, Modbus, Profibus
• Experience in developing Project documentation and processes i.e. URS, DDS, FDS
• Network and OS experience with Windows 7 or XP / 2003 or 2008 server
• Self motivated, proactive and able to manage own time against a fixed budget
• Occasional short duration visits to offshore installations is a requirement of the role and there would be a requirement to pass and maintain medical and offshore training
• Site experience preferred
• Software Application Support
• Linux Administration
• Some exposure to Windows Administration (inc 2012)
• Scripting (i.e. shell, Perl, Python) and SQL
• Good grasp of IP networking and associated tools(i.e. Fiddler & tcpdump) to help trouble shoot communications problems
• A strong team Player, who will put the team's objectives first and be supportive to other members
• Help build on and nurture ideas
• Be self-motivated and self-reliant
• A logical and methodical approach to problem is required
• Producing application installation and work instructions documentation to a high standard
• Experience of working on several projects concurrently
• ITIL based release management processes
• Experience with APIs
• IP networking and networking related technologies such as switches and load balancers
• Management systems such as Sensu, Nagios
• Web server technologies (IIS, Apache) and application servers
• Triaging Web System issues & basic fault finding
• HTML, CSS & JavaScript
• Java & Maven
• Worked on a Content Management System
• Grails/Groovy
• Be able to work as part of a team
• Work well and build relationships with design and project management departments
• Earn respect with designers and project managers through ideas and the quality and efficiency of work
• Be polite and helpful to others, actions reflect on the whole department
• 2-7 years of experience in a technology organization
• At least 3-4 years of extensive knowledge and experience in development and/or application based troubleshooting
• Knowledge of scripting languages, ksh, Perl, ETL, SQL, Informatica,
• Knowledge of at least one reporting tools among Cognos, Qlikview, Tableau
• Extensive technical understanding that spans multiple platforms and application level expertise of a portfolio of applications with broad knowledge of the business strategic priorities, in order to resolve complex problems
• Ability to manage multiple conflicting deadlines and competing priorities
• Provide product training to Tier 1 & 2 support and act as a mentor to them & act as a back–up for Tier 2 Technical Support Engineers
• Work continuously to increase Tier 2 team's product knowledge by reviewing escalated cases on a weekly basis
• Demonstrated experience in application support with industry knowledge of ITIL service management principles
• Agility to adapt to a rapidly changing environment
• Knowledge of supporting Java/.NET, mainframe applications
• Financial Services experience will be a strong plus
• Investigates, analyzes, and researches moderate to highly complex application and distributed system problems through discovery, replication, or troubleshooting
• Collaborates with business partners and other support teams
• Provides status updates on assigned work to various audiences, including business partners, management, and peers
• Provides appropriate personnel a thorough understanding of user issues and steps taken when the problem needs to be escalated to a higher level
• Participates in the review of team metrics, identifies opportunities to improve team’s performance
• Follows defined escalation, communication, and documentation procedures for ticket management
• Analyzes trends and makes recommendations to Application teams or other IT areas
• Accurately and thoroughly documents tickets to reflect steps taken, planned next steps, findings, and resolution
• Monitors for application availability and performance issues via provided monitoring tools
• Bachelor’s Degree in Computer Science or a related technical discipline, a minimum of 3-5 years related work experience, or an equivalent combination of education and experience
• Strong understanding of IT Service Management principles such as Incident Management, Change Management, and SLAs
• Experience with IT Service Management/ticketing systems such as My Service, Service Now, Heat, HP Service Center to create, track and resolve service requests and incidents
• Experience working on large-scale IT projects involving complex systems
• Experience in the hotel industry is highly desirable
• Experience in a large IT organization is a plus
• ITIL v3 Foundation Certification preferred
• Can operate within the parameters of defined processes, procedures, and standards
• Thrives in a collaborative, team-oriented environment
• Acts with a sense of urgency
• Friendly and approachable personality with positive attitude
• Ability to participate in a 24 X 7 support environment
• Ability to effectively communicate technical information in simple and clear terms to a variety of internal IT and business stakeholders
• Ability to learn and continuously improve your product knowledge, technical skills, and service skills
• Passion for contributing to a growing knowledge network that improves the effectiveness of the team
• Ability to model Choice Hotels’ Values & Performance Principles of collaboration, performance excellence, sense of urgency, openness to new ideas, inclusion & diversity, integrity, customer focus, and respect
• Experience with Monitoring and logging tools such as App Dynamics, ELK, Grafana
• Hands on experience with two or more of the following
• Incident management – Act as L1/L2 point of contact within a global support structure for diagnosis and resolution of incidents. Engage directly with customers to resolve incidents. Periodically fulfil on-call responsibilities to provide 24/7 point of escalation to other regional managed services environment
• Problem management – Identify and remediate root cause of complex issues affecting delivery of the service. Identify potential problems and propose preventative measures to reduce/remove the likelihood of the problem affecting the service
• Implement changes during and outside of business hours in accordance with change management policy
• Disaster recovery – Partake in quarterly DR tests and document approach and findings. Where necessary respond to major incidents outside of core business hours
• Patch management – perform maintenance of operating systems and application patches through a formal production management/ test process. Ensure patches are successful or issues remediated
• Implementation and upgrade of iWorks applications. Develop conceptual understanding of implementation and upgrade procedures for all iWorks application and specialize in two
• Security – Work with the Technical Architect and Security Officer to design, implement and review controls which comply with the corporate security policies
• Monitoring and reporting – Ensure monitoring solutions are accurately capturing the appropriate level of data and the analysis is performed to ensure that when thresholds are breeched the appropriate staff members are notified
• A business professional with proven experience in product support environment
• Professional, customer focused, diligent, an eye for detail and a consistent approach
• Ability to work autonomously and as part of a team depending on the nature of the work
• Good written and verbal communications at all levels
• Customer facing exposure in a related role Worked on large project deliveries in an enterprise environment
• Able to support flexible work scheduled as business/customer demands require
• Wide breadth of knowledge on software, Infrastructure and networking
• Knowledge of Citrix, Microsoft Windows Server, SQL Server, Active Directory
• Complex problem solving
• Understanding of change management processes
• Prior client facing experience in customer service, product support, application management and/or outsourcing services
• Worked with Product Management and Development groups on product roadmaps
• Administered and implemented hosted services environments
• Application provision in a hosted services environment
• Ability to communicate complex technical issues to business focused teams and to take a business requirement and build a technical solution to support the need
• Worked within technical frameworks such as ITIL Qualifications
• Degree with emphasis in a technical discipline, ideally computer science focused
• Industry qualifications in Microsoft, VMware, networking and Citrix will be advantageous although not essential
• Italian language skills would be advantageous
• Experience in working in the insurance sector

Data Analyst / Application Support Engineer Resume Examples & Samples

• Builds interfaces / manages interface projects between business applications
• Modifies existing forms and reports; builds new forms and reports as required by users
• Work directly with personnel (functional and technical), external consulting partner and/or other outside vendors as required
• Work with different departments to develop a thorough understanding of the business processes and business requirements in order to facilitate the implementation of the ERP system and other related applications
• Perform application configuration and setup across multiple areas of the ERP system and other related applications
• Lead application functionality testing, patch testing, and provide recommendations for functionality enhancement. Work with software vendor to implement enhancements
• Research and resolve technical issues (in person, by telephone, or via e-mail); provide prompt assistance with resolutions or a work-around when possible
• Test pilot new applications to validate work instructions and database information
• Utilizes project management skills to successfully manage time to accomplish projects
• Mentors Level I Application Support Engineers
• Translate business requirements into working IT documents including functional requirements, functional design, and technica ldesign, as applicable
• Solves complex, highly technical problems effectively while under pressure
• 5+ years related experience in a technical application support function
• Must be a self-motivated, dependable team player with the ability to work independently
• Proven knowledge includes database and networking administration, and programming experience
• Demonstrated ability to interact successfully with all levels of employees, external resources and customers
• Effective planning and organizational abilities and superior detail-orientation. Excellent communication and interpersonal abilities
• Proficiency with SQL Server, MS Biztalk, and MS Visual Studio application
• Ability to quickly learn new technologies and programming languages with little mentoring and/or training
• MS Access experience is plus. VBA and Application development using MS Access
• At least five years hands on engineering or application support experience in a SaaS or web company, supporting FrontEnd applications
• Bachelor’s degree in Computer Science/Engineering/Math or in a relevant field
• Strong skills in FrontEnd technologies ( HTML, CSS, Javascript, JQuery)
• Strong analytical, assessment and problem-solving skills
• Self-starter, ability to work with minimal supervision, ability to multi-task
• 3+ years of working experience with the following technologies and techniques: HTML, CSS, Javascript, JQuery, Restful Services & APIs, Cross-Browser Development
• Repair outages on enterprise applications, perform proper root cause analysis and ensure systems operate properly
• Align engineering development requirements with the capabilities of site infrastructure and become proficient in understanding how each software component, system design, and configuration is linked together to form an end-to-end solution on a small sub-set of applications
• Participate in the design of architecture and automation that deliver against strict requirements for functionality, scalability, performance, and reliability, working closely with software developers and QA engineers prior to production release to ensure smooth transition into production
• Advise innovations for best practice configuration on new and updated systems
• Quickly determine business impact during troubleshooting
• Create pre-production code backups, new code updates, configuration file updates, application configuration changes, application engine installation and setup, registry changes, virtual and physical IP address assignments
• Verify and reproduce system operation issues and diagnose by interacting with development to understand the problem through database querying, log file analysis, error correlation, scripting, and data analysis
• Serve in an after-hours support on-call rotation as an escalation contact and subject matter expert for service trouble incidents, and triage incoming issues
• Correctly prioritize efforts to solve issues when appropriate or expedite, and determine when further escalation is needed
• Working knowledge of IIS and web-based applications
• Working knowledge of high availability configurations, load balancers, capacity planning, performance tuning
• Working knowledge of application support and troubleshooting in a tiered server architecture
• Understanding of various types of authentication methods for applications
• Understanding of DNS, Active Directory, and SFTP
• Knowledge of Tomcat, Jboss, and Java based application servers
• Working knowledge of scripting languages such as PowerShell, SQL
• 3+ years working in a Production environment handling various application-related issues
• 5+ years working in Information Technology field

Technical / Application Support Engineer Resume Examples & Samples

• Provide 2nd line system and technical support to existing tech and support teams
• Assist clients directly with technical queries
• Handle 2nd line escalations where Production access is required
• Support the sales, client management & key client support teams with ad-hoc requirements
• Build & maintain strong relationships with the Systems Administration & Development teams
• Ensure that ticket queues are managed effectively & responded to within agreed service levels
• Provide 2nd line support to client facing teams
• Drive service improvements targeted at reducing call volumes and improving the quality of support provided to clients
• Act as part of the incident management team, providing technical impact assessment of issues impacting our merchant base and prioritise through to resolution, including escalation within the business
• Work closely with the Systems Administration & Development teams to ensure that support tickets are being handled in a timely manner
• Computer science degree or equivalent
• Experience of Ref Hat Enterprise Linux
• Experience in support and diagnosis of internet protocols
• Strong knowledge of database queries
• Strong log analytical skills
• Use of Unix command line for file handling
• Scripting and SQL knowledge
• Experience of the following technologies
• RHEL 5/6, Java, Apache, Tomcat, JBoss, MySQL, PostgreSQL
• Comfortable working in a Unix environment
• Qualified to ITIL foundation
• Experience in online payments, in particular supporting a diverse sector of verticals
• Experience of web scripting (PHP/ASP/.net/Cold Fusion)
• Experience with service monitoring and alerting
• Experience in SOAP, XML, and JSON
• Experience in HTML
• Troubleshoot server issues and resolve application related errors
• Troubleshoot customer issues and provide resolution
• Manage customer expectations through effective communications
• Manage queue – ensuring that issues are addressed by urgency and in accordance with SLA requirements
• Verify servers prior to initial introduction into production (new servers or POPs)
• Review and approve/reject customer created or internally created CDN caching rules and optimisations
• Gather customer requirements for customizations
• Implement custom configurations based on customer requirements
• 3+ years experience in technical support, engineering, IT or project management working with Internet technologies
• At least 3 years of prior customer-facing experience
• Bachelor’s Degree in CS, MIS or relevant engineering/science fields preferred
• Possess a full understanding of web environments and architectures along with expert knowledge of HTTP, Flash/RTMP, FTP, DNS, TCP, and other internet protocols
• Experience with both Unix/Linux and Windows operating systems
• Knowledge of web programming (HTML, javascript, ASP, JSP)
• Experience with Perl, Python or other scripting languages
• Experience with RTMP, Apple HLS, MPEG DASH and Microsoft Smooth Streaming
• Focus on rich media delivery a plus
• Previous experience in a CDN preferred

IT Distributed Systems Application Support Engineer Resume Examples & Samples

• The primary purpose of this position is to provide support for numerous existing ETL processes
• Ensures resolution of incidents of medium and high complexity in accordance with established standards, policies, procedures, configuration guidelines and service level agreements for applications
• Utilizes process knowledge to effectively troubleshoot, diagnose and resolve issues with ETL processes
• Interfaces with Business Units, Service Desk, IT Infrastructure personnel, Operational Analyst, and Business Analyst, to ensure problem is resolved
• Assists Infrastructure Application Services Manager in developing/revising policies and procedures for supporting new and ongoing applications
• Coordinates and participates in any analysis, testing and quality checks centered on the resolution of process issues
• Support other projects as and when required
• Available for 24/7 on-call rotation
• Requires a Bachelor’s degree in Information Technology, Computer Science, Business or a related field
• Experience working with ETL/Data Transformation processes
• Ability to read, understand, and troubleshoot, SQL queries
• Knowledge of and experience with open system applications workflows and dataflows with an understanding of the applications installation process, patching, databases and operating systems
• Knowledge of open system design principles, theories, concepts and techniques
• Good analysis, trouble shooting, technical and non-technical communication skills, both verbal and written
• Ability to meet deadlines, multi task, work well under pressure and changing environments
• Must have good organizational and client interfacing skills
• Strong analytical skills, managerial skills and skills interfacing with end-users
• Ability to accept rotational 24x7 On Call Responsibilities
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues related to application use, design and configuration
• Take ownership of and resolve customers' product issues via telephone, email, or in-person, while meeting or exceeding stated service level agreement (SLA) timeframe
• Document, route, track, escalate and update customers, as well as RMS management, on status of issues as required
• Provide prompt and accurate feedback to customers, ensuring their understanding of the steps needed to resolve issues
• Build rapport and elicit problem details from non-technical or technical customers
• Use approved protocol to communicate with development engineers on the analysis of software issues providing detail description of problems along with steps taken to analyze the problem
• Perform system testing as a final validation before release to customer
• Contribute to the body of knowledge by creating and maintaining knowledge base articles and other technical documents
• Provide senior-level support and guidance for Level 1 Customer Care staff
• Maintain an in-depth understanding of RMS’ products and support protocols
• B.S. in Computer Science or closely related field from a four-year college or university highly desired
• Preferred 3+ years Tier 2/3 enterprise-level technical and application support experience
• Highly proficient in SQL Server and Reporting Services (preferably 2005 or above)
• Strong ability to write SQL scripts and stored procedures
• An understanding of the role of Service Level Agreements (SLAs) within an IT environment
• Outstanding communication skills, both verbal and written
• Demonstrated ability to manage and resolve stressful customer situations
• Enthusiasm for product knowledge acquisition
• Ability to sit or stand for prolonged periods of time
• 0-15% Travel
• Off-hours, on-call support may apply
• Highly proficient in Microsoft Visual Studio (preferably 2008 or above)
• Knowledge of C#, ASP.NET and HTML
• Strong knowledge of querying databases and amending database objects (views, stored procedures, etc.) using Transact-SQL
• Ability to design and write SSRS Reports
• Demonstrated FTP knowledge and experience
• High degree of analytical and problem solving abilities
• Review and approve/reject customer/SE created rules
• Implement custom configurations through the rules engine
• Bachelors Degree in CS, MIS or relevant engineering/science fields
• Possess a full understanding of web environments and architectures along with expert knowledge of HTTP, Flash/WMS, FTP, DNS, and other internet protocols
• Experience with Perl, Python and other scripting languages
• Experience with RTMP, Apple HLS, Adobe HDS, MPEG DASH, Microsoft Smooth Streaming
• English required. Mandarin strongly preferred. Cantonese, Japanese, and Indonesian preferred

Application Support Engineer Tier-front End-west Coast Based Resume Examples & Samples

• The right candidate is half-Windows/IIS system-engineer, half-developer, half-DBA, half-Amazing
• Associate or Bachelor’s degree in Business, Computer Science, Information Technology or equivalent preferred
• Minimum 5 years’ experience required
• 5 years of applicable work experience

Application Support Engineer Senior Resume Examples & Samples

• Due to client security policies, must currently be able to show proof of US Citizenship
• Reporting to Simulation Support Manager in Troy, MI
• Provide customer support by answering questions and working to resolve customer problems. This will include
• A Bachelors Degree in engineering and/or 4+ years of experience in multi-physics system simulation software for the analysis of automotive, aerospace, and/or general mechanical products required
• Industrial use of and 2+ years’ experience in modeling with software products such as Matlab Simulink, Gamma Technologies, or similar commercial tools.-Ability to handle potentially difficult customer situations in a professional manner required
• Good problem solving, verbal / written communication, and computer skills required
• Willing to travel up to 20% of the time required

L Application Support Engineer Resume Examples & Samples

• Provides Level 3 support for technical infrastructure components (e.g. databases, middleware and user interfaces)
• Performs problem and root cause analysis for application production incidents and delivers the necessary resolution pack (i.e. hotfixes, patches)
• Provide L3 Support and remediation on any issues pertaining to the above applications by providing detailed code analysis of applications’ production platform. Remediate incidents/outages pertaining to the platform
• Estimate time required to implement remediation actions
• Support and contribute to all relevant documentation following DB internal Standards, Procedures and Guidelines
• Ensures appropriate vendor interaction in a multi-vendor environment
• Conducts incident and problem management activities
• Conducts regularly-scheduled Problem Management meetings with IT Product Managers (ITPMs), infrastructure groups, problem managers and incident managers to track progress and highlight issues
• Perform detailed technology analyses to highlight weaknesses and make recommendations for improvement

Engr Senior, Application Support Engineer Resume Examples & Samples

• BSEE and or BSEET and or BSCS or equivalent experience
• Completed training and demonstrated proficiency with integrated architecture (Logix, Networks, SE/ME and Drives) applied in advanced systems applications
• 5 years’ experience in engineering support with ever increasing levels of responsibility in various industries
• Proven track record in engineering support, troubleshooting, application, and or design of industrial automation systems (software & hardware)
• Proven experience and expertise with solving customer application related issues
• Must be able to work with people, handle and deal with high pressure situations successfully
• Must be able to manage multiple problems with changing priorities. Must be able to interface with all levels of management
• 5 to 10 years of experience on Low and/or Medium Voltage Drive systems
• 5 to 10 years of experience in industrial automation systems that include controllers, visualization, motion and drives
• Extensive experience with Linux operating system
• Knowledge of web programming (HTML, Javascript, ASP, JSP)
• English required. Spanish strongly preferred
• Providing application configuration and maintenance for our client’s business applications
• Delivering support to existing business users, investigating and resolving application errors, data discrepancies and queries
• Problem-solving (small system changes and debugging to rapidly solve urgent business problems)
• Providing a high level of service to our customers, adhere to our SLAs for response and restoration times – Problem determination, workaround resolution, root cause analysis, incident management
• Keeping the Customer and the Incident Management tool up to date
• Quick learner and creative thinker
• Capable of building trust with clients
• Solution oriented
• English level - Advanced
• Practical experience of Windows Servers and SQL Server
• Technical background
• Mendix training will be provided (both remote and face-to-face sessions)

IoT Application Support Engineer Resume Examples & Samples

• Work with End Users, System Administrators, Field Consultants, Developers, and Engineers at customer sites to diagnose reported software issues and address questions related to installation, configuration, development environment, operation, and general best practices on the IoT platform
• Use of case management tool to log and track issue status and related activities
• Create and publish knowledge articles for re-use by customers and PTC employees
• Opportunities to train, mentor, and participate in continual training and personal improvement will arise as the candidate develops their skills. Candidate must be willing to take on new challenges
• Bachelor’s degree in Computer Science, Information Systems, or similar fields
• Experience in web application development and use of related technologies (Java, JavaScript, HTML, XML/XSL, CSS, etc.)
• Working knowledge of Oracle or SQL RDBMS
• Experience working with technically diverse teams
• Strong verbal and written communication skills. Channel of communication may include online community forum
• Customer Satisfaction focus, both internal and external, with strong relationship skills
• 3-5 years' hands on experience in a related support, services, or software development field that utilized technical and soft skills
• Fluent in the following languages: German, English and/or French
• Experience in implementation, support, consulting or development in enterprise business applications on Java and other web related technologies
• Exceptional diagnostic ability and skilled in using industry standard tools and techniques monitoring, tuning and/or changing complex applications to optimize the product to perform to customer expectations
• Extensive experience with aspects of enterprise application suites (networks, database configuration, server configuration, Web Server optimization, load balancing hardware, device configuration and communication, Web application security)
• Experience working with hardware sensors, devices, machines, or industrial PLC’s and their respective network communication protocols
• The ability to analyze details and synthesize the "big picture" from incomplete or ambiguous data
• Ability to influence and gain cooperative relationships with wide range of audiences ranging from executives to technical specialists
• Able to develop a coherent plan of action that meets everyone’s needs to resolve a given situation as quickly as possible
• Able to revise actions plans as new data is obtained

SDE, Application Support Engineer Junior Resume Examples & Samples

• 3-4 years of IT experience
• 1-2 years of experience developing on the SFDC platform
• Professional Certifications (Preferable but not mandatory)
• Bachelor's Degree in Computer Science, Mathematics or equivalent experience is required
• Must have 4+ years of in-depth technical background designing and implementing solutions
• Technical skill set must include SQL Database programming and Microsoft Office Suite
• Must be familiar with Windows Server Administration (experience supporting Windows 10.0) and experience supporting mobile device messaging
• Experience with SEI, Microsoft Dynamics, Quicken, Quickbooks, Advent would be a plus
• Experience with supporting applications for in the Financial Services industry in the area of Portfolio Management is preferred
• Must have 2 to 5 years of hands on experience resolving issues related to packaged and customized software
• Proven customer service/user support skills and experience with employees at the highest organizational levels with an ability to multitask and manage small to large projects in a cross-functional environment
• Must have strong interpersonal skills, have a high degree of professionalism, be self-motivated, have a strong desire to learn, and be adaptable to a fast paced, ever changing environment
• Approximately 25 to 50% regional travel will be required in performance of these duties
• Incumbent will be required to stand for intermittent periods of time
• Incumbent may be required to sit for prolonged periods of time
• Dexterity is mandatory as this job requires frequent use of hands and fingers
• The incumbent will be required to walk, reach with hands and arms, push items overhead, occasionally climb or balance, stoop, kneel, crouch or crawl
• The incumbent will also be required to talk, hear, see, read and write
• This position requires regular lifting and moving of 10-25 lbs
• Specific vision abilities required by this job include close vision, distance vision, depth perception and ability to adjust focus
• This position requires adaptability, assessing, analyzing, calculating, dependability, memorizing, good judgment, stress control, prioritization, social skills and speaking
• This position requires comprehension, organization, reasoning and decision-making, communication and mathematical ability
• Incumbent must possess the capability to understand, remember, and apply oral and/or written instructions or other information, organize thoughts and ideas into understandable terminology, prioritization of own work schedule, apply common sense in performing job duties and making decisions which have impact on immediate work unit
• Incumbent must be able to understand and follow basic instructions and guidelines, complete routine paperwork, use existing form letter and/or conduct routine oral communication, communicate with individuals using a telephone, hear and speak effectively on the telephone, express or exchange ideas by means of spoken word, communicate orally with others accurately and quickly, at an audible level that others can hear
• Incumbent must also have the ability to count accurately and the ability to add, subtract, multiply, divide and record, balance and check results for accuracy
• Bachelors degree in CS, MIS or relevant engineering experience
• Extensive experience with Linux
• Experience troubleshooting multi-tiered applications and streaming media protocols
• Scripting Experience: BASH, Python, Perl, JavaScript with strong emphasis on Python
• Deep understanding of web application protocols
• Demonstrated excellent interpersonal skills, social skills and communication skills by having professional experience in customer facing role in a technology oriented/driven environment utilizing variety of communication tools such as email, phone /video bridges, and ticketing systems
• Experience as a Sr. Customer Support engineer preferably in a video centric environment
• Experience with supporting web applications running on the cloud
• Experience with enterprise/network/video architecture monitoring tools or applications
• Experience with SQL and NoSQL databases desired
• Ability to multitask, do effective prioritization along with time management and organizational skills
• Exposure to interactive TV/VOD or media industry
• Systems and Application Support - working closely with the software development teams and trading desks to provide essential primary support for all trading, operational and market data systems
• Systems and Application Maintenance – managing the deployment process to ensure successful deployment of new system/software and upgrades for all trading and operational systems
• System Monitoring – monitoring of trading systems and alerts through existing monitoring systems, constant re-evaluation of current systems to establish scope for improvement/growth, development of required tools and/or implementation of agreed 3rd party systems to ensure 100% uptime in our trading environment during exchange open hours
• Batch Environment – maintenance through monitoring and development of our batch scheduler to ensure successful completion of batch jobs required for trading – includes batch jobs run during core trading hours and batch jobs run out-of-trading hours
• Continuous evaluation and improvement of trading support procedures, development and implementation of required/agreed tools and associated runtime environments
• Interact with various internal IT support functions to troubleshoot and resolve complex problems as they happen
• Knowledge and/or a desire to develop of networked Application Systems to include exposure to database environment, Windows (XP, 2003, 2008) and Unix servers
• Excellent IT analytical/troubleshooting skills to include extensive experience tracing problems through analysing log files, following application/systems logic (e.g. routing paths)
• Experience of or working with and supporting a batch scheduling system an advantage
• Knowledge of scripting (e.g. Windows Batch, Perl, Unix Shell, SQL)
• UNIX power user skills (able to navigate around the system, core admin utilities) would be an advantage
• Trading systems support an advantage
• Experience of VM Ware an advantage
• Experience in Citrix an advantage
• Experience with vendor systems
• Initiative – proven record of seeking continuous improvement and implementing best practice in technology environment
• Ability to work under pressure and tight deadlines
• Self-motivated and creative
• Strong communication (verbal and written) – ability to convey technically complex subjects in a clear and concise manner
• Attention to detail – thorough in work carried out
• Interpersonal – friendly and approachable
• Teamwork – working together to meet deadlines
• Excellent time management, organization and prioritization skills
• Flexibility – all members of the team participate in early morning and out of hours support schedules
• Desire to learn and improve skills and knowledge
• Technical degree in computer science, engineering or equivalent business degree and a minimum of 4 years professional technology experience is required
• Windows 2003/2008 operating systems
• Solaris 10 or Linux administration
• SOAP and XML
• SQL (Oracle or MS)
• Provides skilled technical support/delivery capability, with minimal supervision, for the current and future design, testing, delivery, support, and maintenance of production services in the technical operations environment
• Contributes to defining operational standards, procedures, and best practice
• Operations Engineers within specialist functional teams may have compliance assurance responsibility
• Four (4) year degree in Computer Science or related discipline required
• Minimum of three (3) years of work experience in maintaining applications in Linux and Windows environments
• Position requires the candidate to be highly flexible in hours of work because of its customer-facing, highly available infrastructure necessity
• Knowledge of the following applications a plus: Weblogic, JBoss, iPlanet web server, IIS, Java, .Net, Nice, Genesys, NetBackup required
• Competency in Oracle database structures and SQL
• Extensive experience with RedHat Linux and Windows Server
• Understanding of security issues surrounding applications
• Experience with HTTP/HTTPS, SSL, TCP/IP, DNS, SSH, LDAP Clustering, Load balancing
• Experience with high-availability architecture
• Strong analytical and problem-solving skills, and good judgment skills
• Strong interpersonal skills along with excellent oral and written communication abilities
• Detail oriented, organized, thorough and respect for quality control
• Excellent verbal and written communication skills desired
• Must have self-starting personality, unafraid to display initiative and innovation on the job
• Must be a team player willing to share ideas with the ability to contribute to discussions passionately but objectively, while seeking and respecting differing opinions from others
• To provide a 2ndrd line support function, monitoring the health of applications, troubleshooting and diagnosing live incidents and liaising between the service and development teams as required to ensure a rapid and successful resolution
• To work as embedded team members of the development squads, enabling, supporting and championing the adoption of DevOps principles, providing knowledge of operations and live environments and effectively bridging the gap between development and operations
• Adaptable and flexible
• Keen interest in new technologies and modern development practices
• Ability to prioritize work effectively to meet workload demands
• Customer / user focused approach to work
• Open minded, self-motivated and have a can do attitude
• Practical and well organised
• Must demonstrate a team-based approach to work with a clear sense of purpose
• Must possess the ability to develop, build and maintain effective internal customer and external supplier relationships
• Proven ability to acquire new skills and work in a rapid-change environment
• Share skills and knowledge
• Adopt a high discipline high quality approach to all aspects of delivery
• Assist Application Support Engineers by developing support tools, scripts and applications
• Aid in Incident Management and Problem Management by helping engineers diagnose and debug issues
• Work with engineers to perform root cause research for problem incidents
• Aid with routine production maintenance activities to ensure ongoing operational quality and client satisfaction
• Understanding of n-tier architecture, large-scale multi-tier web applications and environments
• Troubleshooting and debugging skills of web application on Windows platform
• Basic knowledge of SQL Server (TSQL, Stored Procedures etc) and SQL trouble shooting tools
• Experience with scripting languages (Powershell, Python)
• Exposure to use of other Microsoft windows Diagnostic tools and applications
• Knowledge of Microsoft Windows operating system (Windows 2003/ 2008/2012)
• Knowledge of IIS or equivalent and certificates is highly desired
• Familiarity with common security issues on web based multi-tier applications
• No travel required for this position
• B.S. in Computer Science, Engineering or a related technical field
• Experience in Perl or equivalent programming language
• Knowledge of the UNIX/Linux operating system
• Knowledge of Java based technologies
• Understanding of XML/SOAP, web services, workflow modeling, web application development, and industry-standard commerce systems
• Ability to write intermediate level SQL queries
• Proven ability to troubleshoot and identify the root cause of issues
• Experience in a 24/7 production environment
• Ability to communicate effectively with a wide array of individuals at Amazon
• Bachelor’s Degree in Engineering or similar technical field with exposure to the Software Development Life Cycle (SDLC)
• Time management skills and a proven ability to ensure completion of tasks within Candidate’s schedule and Customer’s schedule
• Customer-focused drive
• Ability to acquire DoD Secret (or higher) clearance
• Systems and Software Engineering experience on large and small scale programs
• Experience with Engineering Design, Requirements Management, and Configuration Management processes
• Experience communicating with Customers, other technical teams, and senior management to report status, proactively identify and resolve issues, collect and refine requirements
• Trouble shooting the respective application configurations as well as other underlying configurations such as the database, transmissions and security based on application functionality
• Engage with teams to manage/un-manage servers based on server patching/upgrade maintenance
• Manage application services
• Participation and planning of application disaster recovery exercises
• Manages and maintains application architecture documentation and procedures for installation and maintenance
• Interaction with end users/vendors and internal teams
• Analyze, debug, support, and modify software enhancements and/or new products used in local, networked, or Internet-related computer programs
• Adheres to the established lifecycle methodology, support standards, and practices, in accordance to project plans while carrying out their responsibilities
• 2 + years in an Multi Tier application support or development environment role
• 2 + years working on UNIX, AIX, Windows Server platforms
• 2 + years supporting or developing in XML language
• Experience trouble shooting and supporting applications and the respective configuration issues
• Experience working with Websphere Application Server, Websphere MQ
• Self-motivated, ability to work within a team and individually as needed
• Must have the ability and aptitude to manage multiple applications
• Must have the ability to multitask, with a positive attitude and the desire to excel
• Understanding Java a plus
• Experience supporting IIS and Apache
• VB, Shell, or Perl Scripting experience
• Experience working with Cron jobs or Autosys
• Experience in a Financial Services IT setting
• Business process knowledge in one or more; Check Processing, Document or Item Image Capture
• Knowledge of the System Development Life Cycle a plus
• Must have experience working in a technical application support role for a financial services company or a software product company
• Must have a minimum of 3 years of technical application and infrastructure troubleshooting experience with distributed, enterprise applications
• Knowledge of full life cycle software development (SDLC)
• Must have excellent verbal and written communications skills in English. This is critical
• Basic Knowledge of VBScript
• Knowledge of C++
• Knowledge of Citrix
• Ability to review Java code and identify potential issues
• Understanding of JMS Concepts
• Understanding of major JBoss components like JBM and JBoss Cache
• MS SQL Server expertise
• Knowledge of trading or collateral management is a huge plus
• Knowledge of front, back or middle office applications in the financial services industry
• Java/application server based application performance tuning
• Ability to suggest code changes and execute unit/system tests
• Receive and resolve application escalations from Tier 1 third party vendors personnel
• Responsible for providing KBA’s
• At least 4 years of experience in an application and network support role with a demonstrated track record of development of more and more complex solutions
• Ability to handle multiple tasks, to prioritize, and demonstrate excellent follow-through on each task assigned
• Maintain a professional, neat and well-groomed appearance, adhering to MGMRI standards
• High school diploma or equivalent
• Have in-depth understanding of system error messages and resolve system related problems
• Must have understanding of ITIL processes
• Analyzes requirements with supervision and supports existing development/QA platforms; Implements necessary hardware and software for project execution; Defines the environment scope for business requirements and maintains and improves the stability, reliability and availability of environments
• Defines problems and describes the cause and effect relationship, then gathers and compares data about the problems with supervision and documents the details. Prepares analysis report and reviews with supervision
• Demonstrates intermediate knowledge of systems (Linux/Windows), distributed computing architecture (client server, intranet/internet), h/w platforms and resources - CPU, memory, virtualization, clustering; Configures systems and modifies settings to ensure proper functioning and provides routine maintenance of systems
• Participates in discussions with experienced team members to generate ideas for problem solving; Accurately defines the circumstances surrounding the decision point with supervision
• Troubleshoots most of the known issues, determines the root cause and works with seniors on solutions and implementation; Verifies implementation and makes adjustments as necessary, providing input into resolutions and documenting solutions

Senior SL Application Support Engineer Resume Examples & Samples

• 24x7 work schedule is required. Team will be working by shifts
• Handle a production incidents which involved accessing the server, logs, start/stopping processes etc
• Daily working with alerts produced by the monitoring tools
• Creating tickets for memory issue, disk space, infrastructure alerting, batch processing, and application monitoring
• Working with data interface for the batch processing of the application
• Support of application releases which include assist in sanity checks, start stop processes, notify user base with communications emails
• Support Disaster Recovery tests
• Oracle database
• Java > Apache CXF
• Apache Camel

Technical Application Support Engineer Resume Examples & Samples

• Provide professional application and technical support/consultation to clients of Finastra ACHplus, OrigiNET and TotalPayments
• Provide 1st and 2nd level support and execute escalation procedures when applicable as defined by Technical Support
• Continually monitor and update all assigned incidents with accuracy and relevant information which are accessible internally and by Finastra’s clients
• Create and maintain documentation pertaining to daily operations of the ACH Customer Support Group
• Continually monitor SalesForce cases. Create and assign support incident and request cases based upon severity and priority
• Continued training as necessary for ACH and other Finastra banking Products
• Perform all other duties as assigned
• Experience with enterprise software trouble shooting
• IT Knowledge of Microsoft Windows and IIS
• Database experience with MS SQL Server and/or Oracle
• Bachelor’s degree (concentration in technology preferred)
• Prior experience in banking, ACH, or financial applications
• Experience in call center or customer support is a plus
• Able to multi-task and manage changing priorities to meet demands of clients
• Demonstrate ability to contribute to an atmosphere of teamwork through collaborative behavior and open communications
• Experience with interfacing at all levels from senior management to junior staff
• Excellent analytical, communication (verbal and written) skills
• Ability to work within procedures
• Enjoys problem solving and working to assist customers to bring issues to resolution
• 3+ years of experience supporting business critical financial applications
• 3+ years within the global cards acquiring and payments business area
• At least 3 years of experience in Java
• At least 3 years of experience in Oracle
• At least 1 year of experience supporting applications running on IBM WebSphere Message Broker & MQ
• User knowledge of GIT, Jenkins and Nexus. Exp in Linux
• Flexible 24 x 7 support
• Expert knowledge of relational databases such as Oracle 11g
• Experience of ESQL (Extended Structure Query Language)
• Experience of Service Now
• Experience of JIRA
• Troubleshooting/defect fixing, ensuring all updates/changes are documented and retrofitted accordingly
• Provide QA for production change written by others
• Support of Disaster Recovery events
• Assist project teams with production implementations
• Lead client facing troubleshooting for the TubeMogul demand side platform(DSP)
• Work with an elite group of application engineers, internal teams, and clients to troubleshoot technical issues
• Surface, investigate, follow-up, and drive reported issues to resolution
• Act as a Liaison between Ad Operations and Engineering
• Identify quality improvement and feature enhancement opportunities
• Contribute to end-user self-help knowledge base by creating FAQ articles
• Create and maintain internal troubleshooting documents for commonly reported issues
• Debug reporting discrepancies between external ad servers and internal systems
• Lead/Direct other support specialists
• Assign and Prioritize Service Requests
• Document and categorize requests
• Maintain a Sharepoint Wiki
• Read, follow and debug code across the technologies
• Work with users to understand, reproduce and clarify issues
• Serves as level 4 support, troubleshooting problems, providing workarounds and producing patches for customers as required
• Learn and train on new functionality being delivered
• Provide metrics of support tasks
• Proficient in 3 or more programming languages
• Strong experience in relational databases such as Oracle, including sql/plsql queries/functions/procedures/triggers/packages
• Knowledge of object-oriented programming and various web or desktop development technologies
• Good communication, organizational and problem solving skills
• Experience with full lifecycle development projects and Agile methodologies preferred
• Troubleshoot and solve complex product and configuration issues
• Resolve issues through others in a backline capacity
• Facilitate collaboration and communication between team members, internal groups and clients
• Represent Application Support in product sprints, client escalations and interactions with IT
• Create training and mentor and train new team members and others in technology and our products
• Lead or participate in Application Support, Service & Product projects
• Understand new Merrill Products & tools and suggest how to apply them effectively
• Understands how networks & operating systems work
• Experience with Java, SQL, .NET and other modern programming languages
• Experience installing, configuring and administering Web-based applications, databases or open-source Projects
• 8+ years professional experience in a software or IT environment
• Mongo databases
• Jira, Splunk, BigIP, Adobe LifeCycle, HipChat
• Problem management, incident management and root cause analysis techniques
• Provides application support for Item Processing type applications, revising, updating and providing documentation as required
• Bachelor’s Degree - Required
• Ability to work independently and follow escalation process when applicable
• Ability to work in high stress environment and meet defined SLAs
• Ability to triage multiple issues/multi-task
• Troubleshooting of application, network, and server based issues
• Requires thorough understanding of application systems and architectures
• Ability to understand, follow, design and document process flows
• Create and maintain batch files
• Knowledge of Windows Server Operating Systems including Server 2008 R2 and 2012
• Has knowledge of Item Processing systems, and has specific knowledge of FIS branded applications such as Vision IP and Direct Suite
• Thorough understanding of systems environments including one or more of the following: hardware, software and networking environments, files/databases, programming languages, program design and systems development, batch and online programs, installation procedures, IIS, and virtualization
• Understanding of C# programming language
• Strong understanding of SQL query language
• Strong understanding of batch file processing and troubleshooting
• Diagnose and troubleshoot production issues and conduct system and application analysis to determine root cause of problems or malfunctions
• Resolve user issues by reviewing application logs, recreating user errors
• And testing changes
• Support ad-hoc request for information and data updates
• Work with our Development and Systems group to resolve more advanced issues when necessary
• Effective requests management including logging, monitoring / updating, prioritizing and resolving emails and indirect inquiries in a timely fashion
• Document and peer review troubleshooting and problem resolution steps
• Participates in special projects as assigned by supervisor/ manager.　
• Participate in on call rotation, including some week end support and hand-off of issues between onsite and offshore staff
• Bachelor's degree in Computer science or related fields
• Two to three (2-3) year experience in supporting/developing multi-platform browser based User Interfaces (e.g. Internet Explorer, Firefox and Chrome)
• Knowledge and proven experience in writing SQL queries
• Experience with object-oriented programming languages and middleware technologies such as Java, .Net, C#, Web Services, XML etc
• Ability to quickly understand large systems, creatively solve problems, effectively prioritize, and execute tasks in a fast paced, dynamic environment
• Experience/knowledge of financial industry is a plus
• Application support resource that can provide 24x7 support of production applications on a rotating basis, and participate in resolution of escalated incident calls
• Hands-on technical resource capable of resolving all technical issues within lower and upper environments, and making recommendation for performance and capacity improvements
• Point of escalation accountable for customer support to diagnose and resolve customer issues
• Review turnover artifacts to ensure completion prior to executing production installs
• Develop statistical metrics for short and long term production performance monitoring
• Participate in assigned projects representing the support organization, communicate status, issues and delivery risks
• Provide all tasks and detailed estimates to project managers, review and approve design documentation to ensure an understanding of business logic and technical solution being implemented
• Works with Change Management/ Release Managers on the evaluation of change events and in planning items for production deployment
• Perform code installations working with development and Quality Control to monitor and validate successful implementation or fallback. Document install defects and assigns severities to the problems that occur. When fallback occurs, perform post mortems to identify root cause (RCA)
• Perform trending and analysis of problems; anticipate problems and develop risk mitigation plans for continuous improvement
• Escalate issues to technology, operations and/or vendor(s) where appropriate
• Support Disaster Recovery tests and live recovery drills
• Maintain and/or create technical support documentation
• 5 plus years of IT experience in a technical production support role or equivalent with background in Unix/Linux and Windows development
• Operations support with hands-on development using Java
• Frontend technology such as HTML, HTML5, AngularJS, JavaScript
• Strong technical experience with Unix, Linux, Windows , Java, Apache
• Experience with Oracle (moderate to expert), shell scripting, Sed (Stream Editor), AWK, Bash GUI Editor
• Hands-on knowledge of Oracle, and using SQLPLUS
• Strong understanding of multi-tier architecture and infrastructure configurations
• Familiarity of common networking practices
• Must have full life-cycle development experience in a large financial services firm
• Analytical problem solving skills to solve complex problems and independent judgement to identify problems and recommend solutions
• Experienced in Agile and DevOps environments and cultures
• Perform complete, accurate, and timely entry of information into CRM tool for all incidents/support requests (e.g. gather and document required information from customers)
• Consistently available to receive and handle incoming contacts (calls/emails)
• Provide general product information and configuration support

Senior PL / SQL Application Support Engineer Resume Examples & Samples

• MINIMUM 5 years SCCM packaging and deploying software to a distributed enterprise environment expertise; strong in application model, package/program and Task Sequence packaging with SCCM 2012
• Strong powershell scripting skills is a must
• Experience with App-V 5.x packaging, AutoIT scripting, InstallShield, FlexERA AdminStudio, building computers for testing purposes, and Citrix
• Strong communication and troubleshooting skills for Tier 3-4 problem ticket resolution
• Escalate and track issues when immediate resolution is not possible
• Ability to explain complex problems and concepts to all levels in the organization
• Serve as an escalation point for application problems of high complexity
• Self-starter who can anticipate issues that could delay or impact projects or create production problems and proactively resolve them without direction from others
• Design solutions to unique application problems of high complexity and/or broad impact
• Ability to instill cooperation and/or resolve problems on activities that span other areas such as other systems areas, network areas, database areas, and applications development
• Apply compliance requirements within scope of responsibility, provide documentation as necessary, and participate in compliance activities as required
• Apply technical expertise and work independently within scope, receiving moderate guidance and direction from work team and/or manager on large, highly complex support tasks
• May mentor or guide junior level staff and provide balanced/constructive feedback
• 6+ years relevant experience
• Detailed understanding of generally accepted software development methodologies
• Must have expertise in applications for document management and project/issue tracking
• Ability to manage a work queue in a ticketing system, and provide guidance to more junior members of the team
• Broad knowledge of the Guggenheim business functions and how applications will be used by Guggenheim customers (not required for new hires—acquired knowledge)
• Prefer a working knowledge of the financial services industry
• Ability to gather and analyze requirements from users to meet business needs
• Extensive knowledge administering and supporting OpenText Content Server 10.5
• Extensive experience with configuring binders, categories, facets and classifications
• Experience in Records Management and WORM Compliant features
• Experience setting retention schedules, creating RSIs and configuring storage pools
• Understanding of overall OpenText server architecture including Blazon, AdLib and OpenText API/AppWorks
• Strong +: Experience administering and supporting JIRA or comparable project management system
• Strong +: Experience with JIRA add-ins (i.e. Tempo Timesheets, easyBI, Portfolio) or API/ScriptRunner
• Provide technical support for application issues of high complexity and medium-to-high risk
• Develop support and operational application documentation as needed, and implement standardizations for processes and procedures related to application support in the applicable area
• Monitor applications and resolve/escalate outages as necessary
• Take ownership of tasks as assigned to ensure successful remediation; getting support from Software Engineers as needed
• Work with business representatives and Software Engineers to understand business requirements and the reasons for them
• May maintain databases and systems used to host applications
• Support business representatives and other Software Engineers as needed with implementation and release activities as needed to ensure a successful delivery
• Have a team player attitude, good interpersonal skills
• Have the ability to handle multiple tasks and prioritize appropriately
• Demonstrate strong verbal and written communication skills
• Possess good organizational skills and superior problem solving ability
• Demonstrate sound logic and judgment
• Be creative/innovative in approach to projects
• Demonstrate leadership skills and ability to grow junior employees

Application Support Engineer, Intermediate Resume Examples & Samples

• Triage, clarify, prioritize and document client issues, workarounds and solutions
• Facilitate collaboration and communication between team members, internal departments and clients
• Mentor and train new team members
• Participate in on-call rotation
• 2+ years professional experience in a software or IT environment

Partner Application Support Engineer Resume Examples & Samples

• Support the sales team post implementation with upgrades and technical requests
• Respond to end user requests for technical support
• Troubleshoot and resolve application issues related to IT users and services
• Develop workarounds to existing product lines when applicable
• Document processes and procedures as developed and/or required
• Update and maintain project issues list, prioritize issues
• Stay up to date with new products and features that are released
• You will provide Level 3 technical support for the incidents in production environment
• You will continuously improve the service reliability, performance and security of the services
• You will collaborate with different stakeholders including customer support, product development, operations and engineering to troubleshoot application problems, uncover potential defects, performance issues
• You will develop dashboards using different tools to provide visibility into application health
• You will aid and help collect application metrics which will be used in decision making
• You will help product teams integrate their application with the identity service, provide support in debugging application integration issues
• You will develop tools that help build, manage and monitor production systems
• Participate in RCA (root cause analysis) and post mortems for production incidents
• Support and coordinates Production Deployment activities
• Provide expertise and support during production incidents, interface with affected groups and communicate with clarity

L SAS Application Support Engineer Resume Examples & Samples

Junior / regular application support engineer resume examples & samples.

• Build and maintain scripts and tools to manage the production environment and relative reporting
• Work on project items that affect the production environment
• This job requires shift work 24/5 mode as well as participation in weekend activities such as infrastructure post upgrade testing and post release support
• Ability to work in a global team with both global and regional responsibilities
• This role will be to work in a small team to support the process of fulfilling customer orders and service assurance once the orders are fulfilled
• Collaborate with team members to communicate solutions and workarounds to the customer
• Balance multiple and competing priorities, proactively assessing risks/dependencies and focusing on the appropriate task
• Sound understanding of the development lifecycle and the Agile development methodology
• Strong team player who contributes to team efficiency through collaborative working practices
• Proactive at managing work and engaging help when necessary
• BA/BSc/BEng degree or higher in Computer Science, Computer Engineer, IT or any related fields
• Some experience in a 2nd or 3rd level support position for complex applications
• Provide day to day support for the tools used by the End User Productivity Services Team
• Maintain and ensure accuracy of all asset information for all PC’s, local/networked printers, monitors and defined peripherals
• Administer mobile devices using Mobile Iron
• As a point of escalation, identify, diagnose and resolve end-user printer, PC hardware, e-mail, Internet, VPN, and local-area network access problems
• Involvement in IT projects with an expectation of involvement in IT’s functions, providing input into discussions and meetings
• Responsibilities for products within IT
• Mentor/advise junior members of staff and be a source for escalation
• Perform additional tasks as assigned
• Strong experience with Microsoft Office 2010/2013/2016
• Windows 7/Windows 10
• 3+ years’ experience in a similar position
• Certification in at least one technical product set preferred. (mcse etc)
• Good experience in MS SCCM and other Back Office Microsoft Applications
• Scripting knowledge – Powershell. VBScript preferred
• Knowledge of the following beneficial, but not essential
• Provide technical support, consultancy and guidance to NXP customers worldwide, enabling them at NXP Secure Operating Systems, Applets and Tools and driving them to success
• Develop close relationship with technical support network in all regions
• Train customers and regional support Teams at NXP products and solutions
• Advanced knowledge of Java language, C/C++/ASM, Software development Tools and Development systems for embedded SW
• Knowlegde about Javacard technology
• Detailed knowledge about Software Engineering and processes
• Cryptography, secure messaging basic knowledge (RSA, ECC, AES, DES, Hashing, MAC etc)
• Basic knowledge about Smart Cards and embedded security applications
• Basic knowledge about Security of Information systems
• Experience in Java card and applications
• 1) Escalate problems
• 2) Oversee the daily jobs stream
• 3) Insure all client files are transferred at proper time
• 4) The ability to stay in control during stressful times
• 5) Able to function with minimal supervision
• 6) Able to prioritize tasks
• 7) Be able to work under extreme pressure
• 8) Be accountable for problems
• 9) Be able to multitask and manipulate job runs
• 10) Able to trigger Incident recovery calls (TRT)when needed
• 11) Work across boundaries (work with on-shore and off-shore staff)
• 0 – 4 years unix experience (Solaris / Linux) (based on job level)
• Autosys / WCC knowledge for job stream monitoring
• Knowledge of ITIL process or certification preferred
• Good communication & good written skills
• Performs routine daily operations, Eye on glass monitoring, Schedule Changes, fault detection and 1st level troubleshooting for Thomson Reuters managed systems and networks globally
• To identify and troubleshoot deficiencies in systems, services and procedures, and ensure that corrective actions identified are completed
• 2-4 years experience in computer operations is desirable
• 3-5 years experience in computer operations or a service desk is desirable
• Work actively with team members to ensure production stability with proactive monitoring of the application
• Vigilantly address production incidents
• Escalate issues and other topics to the right team when needed
• Perform daily checks and apply recovery and troubleshooting procedures strictly
• Work on requests and communicate effectively with users, collaborate with stakeholders and colleagues across FTS locations
• Identify opportunities to solve recurring issues and work along with L3 team to deploy the fixes
• Improve existing documentation
• Flexibility to work on rotational shifts and weekends as per business requirement
• Strong client driven approach & service oriented
• Candidate must Linux/Unix experience including Linux commands like grep, find, awk etc
• Good working experience on Linux/Unix platform for application release and deployment, troubleshooting application issues
• Linux Bash shell scripting experience (other scripting experience is an advantage)
• Day to day application support and operations of servers (mostly Linux with some Windows)
• You will be working with very experienced team of System Engineers and architects
• You will be joining, rotational shift work, “on-call” and out-of-hours work to support the 24x7 Production Platform
• Responsible for supporting application issues with customer teams and internal development teams
• Position requires a Computer science bachelor’s degree or equivalent
• Ability to debug any system problems, develop online procedures for execution of commonly used processes, and ability to perform procedures necessary for recovery
• Thorough understanding of all system components and of program products assigned to support
• Strong Communication skill and self-starter
• Linux skills with knowledge of performance monitoring and bash shell commands (RHEL, CentOS)
• Experience with application releases, deployment, upgrades involving data and query, java war based deployments and troubleshooting in a high available 24/7 production environment
• Working with development teams to manage release processes and timelines
• Scripting languages –Bash and SQL (PHP, Perl, or Python is an advantage)
• Experience in Apache HTTP Server, the webserver administration and support
• System and application Monitoring tools (Nagios, Cacti, OpenNMS, Zenoss)
• System and application Monitoring tools (Nagios, Cacti)
• Answer and process Colleague support calls effectively and efficiently to optimize the Colleague experience by
• Bachelor's Degree (or greater) in Information Technology, Computer Science or related field
• Strong verbal and written communication for varied audiences, able to explain technical solutions to technical and non-technical Colleagues
• Excellent organizational and troubleshooting, problem solving, writing skills, interpersonal and communication skills
• Demonstrable experience in one or more of the following: Concur Travel and Expense, Ariba Procurement, Microsoft Dynamics SL
• Familiarity with leveraging ticketing systems for work management; Remedy, RemedyForce, ServiceNow, NetSuite
• 4+ years of previous application support experience
• Preferred experience in two or more of the following: Concur Travel and Expense, Ariba Procurement, Microsoft Dynamics SL
• Preferred experience using RemedyForce for ticketing and work management

Senior IAM Application Support Engineer Resume Examples & Samples

• This position is to support Identity & Access management systems and to provide tool administration support
• The role will require strong system administration experience along with knowledge of management and support of information security & system access infrastructure
• Networks with senior internal and external personnel outside of own area of expertise
• The ideal candidate will have a background in Identity and Access management and must exhibit strong ability to work in a team environment, interface effectively and proactively with end users, administrators of various technical platforms and peers while adhering to the customer service model and having a good understanding of Security related to access control, web application and operations
• Leading the support team and coordinating integrations and deployments internally and externally
• Must be able to simplify complex technical issues and map their impact into business for presentation to management team, must have the ability to learn and adapt to new capabilities based on the needs of the team
• The candidate will be required to be 'on-call' during off hours
• Candidate should have a thorough understanding of program and project management and be familiar with building business and functional requirements
• Strong communication skills to be able to interpret business concepts to security teams and vice versa
• Expertise in Identity and Access Management (IAM) systems is required
• Candidates with Oracle Identity and Access Management Suite experience are highly desired
• Demonstrated experience working within a matrixed organization
• Ability to be available 'on-call' during off hours as required

Windows Application Support Engineer Resume Examples & Samples

• Interact with multiple IT groups to review environment change request, prepare application deployment documents/check list
• Troubleshoot and resolve environment related issues assigned from defect tracking system
• 2+ years hands-on experience in direct support or development of Windows applications and infrastructure support
• Ability to navigate and generate SQL queries using standard tools
• Responsible for assisting in the support of custom applications, implementing packaged applications, monitoring critical logs, and working directly with users to troubleshoot and support incidents regarding custom applications and systems issues. Follow-up with users and support staff as needed on requests and problem tickets. Reporting and follow-up for service management, including incident management, problem management, and release management. Liaison among users, technical support and development teams. Work directly with the technical and development teams to resolve issues. On-call production support and maintenance required for support of all applications
• Implements packaged applications, monitors critical logs and systems
• Works directly with users to troubleshoot and support incidents regarding custom applications and systems issues
• Supports all custom applications
• Performs other duties and special projects as assigned
• Hands-on experience in Java-based applications environments
• Linux, UNIX support, including scripting
• Bachelor’s degree in computer science, computer engineering, electronics engineering, mathematics, or STEM field required, Master’s degree a plus
• Experience debugging and deploying code in cloud and physical datacenter
• Skilled experience in disaster recovery plan creation and maintenance
• Ability to design and maintain deployment processes in large environments
• Proficiency in AWS and related open source / cloud technologies, would be a plus
• Certifications in AWS, including AWS sysops certification is a plus
• Provide support of our incoming tickets, including extensive troubleshooting tasks, with responsibilities covering multiple product lines
• Work on operations and maintenance driven coding projects
• Software deployment support in staging and production environments
• Develop tools to aid operations and maintenance
• System and Support status reporting
• Customer notification and workflow co-ordination and follow-up to maintain service level agreements
• Work with support team for handing-off or taking over active support issues and to create a team specific knowledge base and skill set
• 4+ years of development/testing/technical support experience
• Experience in Perl, shell scripts, Ruby, etc
• Knowledge of basic Internet technologies such as XML, JS, CSS, HTML etc
• Knowledge of C++ and/or Java
• Excellent communication, prioritization, and analytical skills
• Ability to interact with internal and external teams to diagnose and solve technical problems
• Experience in a 24/7-production environment is a plus
• Proven ability to understand large systems, drilling down to code level
• Provide support in tuning applications and infrastructure
• Design, develop, test, and implement new configurations, architectures, and standards
• Provide guidance, to customers, 3rd party integration specialists, and/or internal teams, on solutions to increase application availability, redundancy, scalability, and performance
• Assist customers and internal teams to automate processes and incorporate devops methodologies
• Provide leadership and guidance when customer application-level downtime issues arise and provide RCA support as requested
• Show ownership of issues through resolution and maintain customer loyalty by serving customers via phone, tickets, and email
• Enterprise monitoring tools
• Administering J2EE based application server
• Administering Apache web servers
• Documenting and maintaining up-to-date support documents
• Ask Automation
• Manage and Support Crown Castle Small Cell & Fiber Solutions NOC Systems
• Support ServiceNow Platform, including Customer Service Management (CSM), Field Service Management (FSM), Incident/Problem/Change Management (ITIL), Event Management,
• Support Network Monitoring Systems (NMS), including Netcool, SolarWinds, and other proprietary solutions used to monitory overall network health
• Work with internal IT and external Crown vendors to support current operations and ongoing implementations
• Manage the Operations Support Systems daily to ensure integrity and performance
• Monitor end users support inquiries ensuring issues and enhancements are reported and prioritized
• Work with the Crown Castle NOC organization to understand the daily needs of the business and provide high quality technical solutions that improve overall quality of service
• Interface with OSS Vendors for daily support and operations
• Analyze historical data to identify areas for improvement
• Manage multiple competing priorities in a fast paced dynamic working environment
• Interpret error logs and troubleshoot system and application issues
• This role will also include reviewing and testing configuration changes provided by vendors
• Interface with the Network Operations teams to understand system requirements and needs
• Identify and evaluate new systems for future use by Network Operations teams
• Contribute to the long-term OSS Strategy/Roadmap based on business direction and needs
• ServiceNow (Primary Focus)
• NMS: Network Monitoring System (Netcool or similar)
• OSSweb (Sunesys Home Grown System)
• Other Smaller Operations Support Systems and Tools
• Five (5) years of OSS related work experience
• Experience with Operations Support System Architecture & Principles
• Experience with Service Management Systems (ServiceNow)
• Experience with multiple Network Monitoring Systems (NMS) (NetCool, SolarWinds)
• Knowledge and understanding of information technology concepts and technologies, as in knowledge of computer systems hardware and software, entity relationship models, design, protocols, and methodologies
• Experience in performing ruleset changes within network management systems (NetCool)
• Experience on Windows, Linux Servers
• Experience with Relational Databases (MySQL, Oracle, SQL Server)
• Experience in Scripting (JavaScript, Regular Expressions, Python, Perl, HTML)
• Experience with SNMP and MIB concepts
• Be able to work under pressure and deal with diverse personalities and situations
• Ability to work in a team-oriented, collaborative environment; good interpersonal skills
• Excellent organizational and time management skills
• Strong customer service orientation with keen attention to detail
• Excellent sense of personal accountability
• Proficient with Microsoft Office and the ability to learn specialized system tools
• Knowledge of wireless communications a plus
• Self-motivated with the ability to make critical decisions
• Proven verbal, written, organizational, problem solving and interpersonal skills
• Interacts with internal and enterprise staff in a professional, effective manner
• Learn internal applications to provide high level of service
• Examines and evaluates the development of data processing systems or applications and the general controls in data processing operations
• Applies knowledge of information systems, technology, and operations to improve business processes
• Performs quarterly, monthly & and semiannual testing of SOX, MICs and PCI controls in Information Technology and Information Systems environments
• Provides expert advice and assistance to all operational towers to adhere to internal controls and audit issues
• Works with the Operations Manager to remediate issues promptly
• Works with all operational towers to gather artifacts and evidence to supply during audits
• Identifies potential areas of compliance vulnerability and risk as seen. Receives and resolves application escalations from Tier 1 third party vendors personnel
• Works with IT groups, Vendors and Business users to assist the internal compliance team and internal auditors with procuring data directly from information systems for use in SOX, MICs, & PCI control testing Other job related duties as requested
• Promote IT compliance technology tool best practices
• Familiar with MICs, SOX and PCI controls
• Consistent and regular attendance is an essential function of this job
• Experience working with cross functional teams to achieve cost effective IT control implementations
• Project management skills including project planning, structure, discipline, execution and follow through
• A thorough understanding of Hotel and Casino environments is preferable
• Must have interpersonal skills to deal effectively with all business contacts
• Bachelor’s degree or combination of education and experience will be considered
• Three (3) years’ of experience in Microsoft Windows and Excel required. Experience with ACL or another database query tool
• Self-starter with the ability to work independently without direction, yet comfortable interacting with others in a team oriented environment
• Solid verbal and written communication skills – able to communicate
• Effectively with all levels of personnel and external contacts
• Detail oriented and solid organizational skills
• Quick learner with a desire to increase knowledge of software solutions and database systems
• Analytical skills necessary to develop factual reports and present. findings through data-gathering, interpretation, compilation, and analysis of information
• Computer skills/programs
• 3+ years of experience in support, software services, and/or system administration for a large end-user community
• Deep knowledge of operating systems (e.g. Linux, OS X, and/or Windows)
• Deep understanding of networks and relevant technologies, including proxies, load balancers, LDAP, Active Directory, and SSL
• Understanding of application server technologies (e.g. Tomcat, Apache, WebSphere, JBoss, etc.)
• Experience working with Atlassian products
• Administration of clustered/multi-node virtual appliances using VMware products
• Previous scripting experience, preferably in Python, or a strong drive and ownership to learn given the appropriate time and resources

Plant IT Application Support Engineer Resume Examples & Samples

• The Plant IT Engineer has the responsibility of implementing, maintaining, programming and troubleshooting IT applications in the plant to ensure maximum contribution to productivity, quality and responsiveness
• The Plant IT Engineer also facilitates the implementation of IT enablers in the plant to support the Company’s Process efforts in terms of flexible and lean manufacturing, error proofing and manufacturing execution systems
• This position provides an excellent opportunity both to apply IT skills to manufacturing, and to acquire manufacturing experience that will enhance long-term career potential
• Work in a multi-shift operation in a manufacturing plant
• Provide technical support for IT Applications and Infrastructure i.e. Plant Floor Systems - NGAVS, CDC, EP
• Specifically, the position focuses on the integration/long term maintenance of many applications like the NGAVS -Next Generation Automated Vehicle Scheduling- system with Plant Floor Controls and plant operations
• Scheduling, Material Handling, Production, Quality Control, etc
• A strong desire to learn manufacturing operations and business practices is desired
• Broad business and manufacturing perspective is helpful
• Understanding of computer based tools, computing infrastructure and interest in processes that support manufacturing is required
• Willingness to work in a high pressure production support environment
• BS/MS in Engineering, Information Systems, Computer Science or related fields, or other experiences in manufacturing will be evaluated
• Minimum 5 years' experience with the administration, management and support of CLOUD based services and applications
• Expertise with web-based applications and middleware/front end technology (including administration, management, and support)
• Ability to manage and troubleshoot large enterprise applications and batch services integration
• Proficiency with RDBMS - MS SQL/Oracle preferred
• Broad background in enterprise technologies and integration strategies around application deployment
• Experience in the deployment and implementation of CLOUD-based and web applications
• General knowledge of hardware and applications functionality, capabilities, and limitations
• Proven experience in design and implementation of software systems and applications
• 5+ years of experience support a mixture of Windows and Unix/Linux web-based applications
• 2+ years of experience writing clean code in at least one Object Oriented language such as: Java, C#, Javascript, Python, Ruby
• Experienced using software testing frameworks following TDD (Test-Driven Development) and BDD (Behavior-Driven Development) approaches
• Experienced automating software build, deployment and server configuration management using tools such as puppet, chef and Jenkins
• Expertise in Windows and Linux system administration, databases (relational and NoSQL), web servers (Apache, IIS), networking and storage technologies
• Understanding of networking concepts like Network layers, Routers, Domain controllers, subnets, VPN, DNS, Firewall, IP Tables, Load balancing techniques
• Experience with Cloud technologies and platforms such as AWS or Azure
• Experience and preference to work in an Agile environment, committed to continuously improve that environment
• Comfortable with Git/Github
• Experience with the ELK stack

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.

Table of Contents

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

5 Application Support Manager Resume Examples & Guide for 2024

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

All resume examples in this guide

Traditional

Resume Guide

Resume Format Tips

Resume Experience

Skills on Resume

Education & Certifications

Resume Summary Tips

Additional Resume Sections

Key Takeaways

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

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

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

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

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

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

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

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

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

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

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

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

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

Upload & Check Your Resume

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

Application Support Manager resume sections to answer recruiters' checklists:

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

What recruiters want to see on your resume:

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

Quick guide to your application support manager resume experience section

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

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

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

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

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

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

Quantifying impact on your resume

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

Action verbs for your application support manager resume

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

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

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

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

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

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

Recommended reads:

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

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

How to showcase hard skills and soft skills on your resume

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

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

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

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

Top skills for your application support manager resume:

Application troubleshooting

SQL and database management

Network fundamentals

Scripting and automation

ITIL framework

Project management

Incident management

Performance analysis

Cybersecurity principles

Software deployment and configuration

Problem-solving

Communication

Time management

Customer service

Adaptability

Analytical thinking

Decision-making

Conflict resolution

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

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

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

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

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

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

The top 5 certifications for your application support manager resume:

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

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

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

Best practices to your application support manager resume summary or objective

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

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

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

Resume summaries for a application support manager job

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

Bonus sections for your application support manager resume

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

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

• Industry recognitions ;
• Community efforts ;

Key takeaways

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

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

Looking to build your own Application Support Manager resume?

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

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

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

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

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

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

Technical Support Resume Templates

Jump to a template:

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

Jump to a resource:

• Keywords for Technical Support Resumes

Technical Support Resume Tips

• Action Verbs to Use
• Related Engineering Resumes

Get advice on each section of your resume:

Template 1 of 6: Software Support Technician Resume Example

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

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

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

   display your academic success in computer and information technology..

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

   Highlight important problem-solving achievements in your career.

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

Skills you can include on your Software Support Technician resume

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

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

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

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

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

   Mention your familiarity with networking systems and protocol.

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

Skills you can include on your Software Product Support Analyst resume

Template 3 of 6: technical support specialist resume example.

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

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

   highlight your problem-solving skills.

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

   Demonstrate your expertise with remote support tools

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

Skills you can include on your Technical Support Specialist resume

Template 4 of 6: technical support specialist resume example.

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

   Quantify your achievements in numerical figures.

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

   Include relevant customer support experience from previous jobs.

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

Template 5 of 6: Technical Support Engineer Resume Example

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

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

   mention personal projects that showcase your range of skills..

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

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

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

Skills you can include on your Technical Support Engineer resume

Template 6 of 6: application support engineer resume example.

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

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

   demonstrate technical programming skills through projects..

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

   Show your abilities in using common software tools.

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

Skills you can include on your Application Support Engineer resume

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

   Highlight your technical expertise

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

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

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

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

   Quantify your impact with metrics

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

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

Avoid vague statements that lack context, like:

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

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

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

   Showcase your problem-solving skills

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

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

For example:

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

   Highlight your communication skills

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

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

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

   Include relevant certifications and training

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

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

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

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

   Tailor your resume to the job description

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

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

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

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

Writing Your Technical Support Resume: Section By Section

  header, 1. put your name front and center.

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

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

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

Avoid these common mistakes:

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

2. Include essential contact details

In addition to your name, your header should contain:

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

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

Bad example:

• [email protected]

Good example:

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

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

3. Keep it clean and simple

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

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

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

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

  Summary

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

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

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

1. Tailor your summary to the specific role

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

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

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

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

2. Quantify your achievements

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

• Experienced in resolving technical issues and providing customer support

Instead, quantify your experience like this:

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

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

3. Showcase your technical and soft skills

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

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

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

Complement these with relevant soft skills:

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

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

  Experience

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

1. Focus on customer service and problem-solving skills

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

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

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

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

2. Highlight technical expertise and tools

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

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

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

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

3. Quantify your achievements with metrics

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

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

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

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

4. Showcase promotions and career growth

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

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

Avoid downplaying your career progression with vague statements:

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

  Education

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

1. List your highest degree first

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

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

2. Include relevant coursework and projects

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

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

3. Showcase technical certifications

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

CompTIA A+ Certification Earned: September 2021

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

4. Tailor your education section to the job

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

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

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

Action Verbs For Technical Support Resumes

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

• Troubleshoot
• Implemented

For more related action verbs, visit IT Action Verbs .

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

Action Verbs for Technical Support Resumes

Skills for technical support resumes.

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

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

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

How To Write Your Skills Section On a Technical Support Resumes

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

Skills Word Cloud For Technical Support Resumes

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

How to use these skills?

Other engineering resumes, cloud engineer.

Desktop Support

IT Specialist

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Senior Application Support Analyst Resume Sample

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Work Experience

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

Professional Skills

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

How to write Senior Application Support Analyst Resume

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

• Your contact information
• Work experience
• Skill listing

Contact Information For Senior Application Support Analyst Resume

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

• First and last name
• Telephone number

Work Experience in Your Senior Application Support Analyst Resume

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

Representative Senior Application Support Analyst resume experience can include:

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

Education on a Senior Application Support Analyst Resume

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

Additional details to include:

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

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

Professional Skills in Senior Application Support Analyst Resume

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

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

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

List of Typical Experience For a Senior Application Support Analyst Resume

Experience for senior application support analyst fund accounting resume.

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

Experience For Senior / Application Support Analyst Resume

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

Experience For Senior Application Support Analyst / Lead Resume

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

Experience For Big Data Senior Application Support Analyst Resume

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

Experience For Senior.application Support Analyst Resume

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

Experience For IB TPE Build Senior Application Support Analyst AVP Resume

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

Experience For Senior Application Support Analyst Resume

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

List of Typical Skills For a Senior Application Support Analyst Resume

Skills for senior application support analyst fund accounting resume.

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

Skills For Senior / Application Support Analyst Resume

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

Skills For Senior Application Support Analyst / Lead Resume

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

Skills For Big Data Senior Application Support Analyst Resume

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

Skills For Senior.application Support Analyst Resume

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

Skills For IB TPE Build Senior Application Support Analyst AVP Resume

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

Skills For Senior Application Support Analyst Resume

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

List of Typical Responsibilities For a Senior Application Support Analyst Resume

Responsibilities for senior application support analyst fund accounting resume.

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

Responsibilities For Senior / Application Support Analyst Resume

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

Responsibilities For Senior Application Support Analyst / Lead Resume

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

Responsibilities For Big Data Senior Application Support Analyst Resume

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

Responsibilities For Senior.application Support Analyst Resume

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

Responsibilities For IB TPE Build Senior Application Support Analyst AVP Resume

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

Responsibilities For Senior Application Support Analyst Resume

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

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How do I update my resume to help land that job? Ask HR

Johnny C. Taylor Jr. tackles your human resources questions as part of a series for USA TODAY. Taylor is president and CEO of the Society for Human Resource Management, the world's largest HR professional society and author of "Reset: A Leader’s Guide to Work in an Age of Upheaval.”

Have a question? Submit it here .

Question: Since leaving a job I have had for almost a decade, I have primarily conducted my job search online. I have used the same resume design since I started working 12 years ago. Should I update my resume design to be more effective? What do you recommend for building a modern resume? – Sandra

Answer: Updating your resume design can indeed be a wise move, especially if you've been using the same format for a long time. A fresh, modern design can help your resume stand out and leave a positive impression on recruiters and hiring managers. Here’s what I recommend for building a modern resume:

◾ Clean, professional layout: Opt for a layout that’s visually appealing and easy to read. Avoid cluttered designs and overly decorative elements that may distract from your content.

◾ Font selection: Stick to standard, easy-to-read fonts such as Arial, Calibri, or Times New Roman. These fonts are widely accepted and compatible with Applicant Tracking Systems (ATS), ensuring your résumé is easily scannable by both humans and software.

◾ Incorporate keywords: Tailor your resume to each job application by incorporating industry-specific keywords and phrases relevant to the position. Many companies use ATS to screen résumés, so this will increase the likelihood of your resume being noticed.

◾ Organized sections: Structure your resume into clear sections, including Contact Information, Summary or Objective, Work Experience, Skills, Education and any additional relevant sections such as Certifications or Volunteer Work. This organization makes it easy for recruiters to quickly find the information they need.

◾ Summary/objective statement: Start your résumé with a summary that highlights your key qualifications and career goals. Keep it concise, focusing on what sets you apart and what you aim to achieve in your career.

◾ Accomplishment-oriented experience: When listing your work experience, focus on highlighting your accomplishments, rather than just listing job duties. Use quantifiable achievements whenever possible, to demonstrate your impact, such as increasing sales by a certain percentage or leading successful projects.

◾ Skills section: Dedicate a section to showcasing your key skills and competencies, including both technical skills and soft skills relevant to the job. This section provides recruiters with a quick overview of your capabilities.

◾ Proofreading: Before submitting your resume, thoroughly proofread it to ensure there are no grammatical errors, typos, or formatting issues. Consider having someone else review your resume for feedback and additional insights.

By updating your resuméewith a modern design and incorporating these key elements, you can increase your chances of making a strong impression in today’s competitive job market. Good luck with your job search!

Ghosting a job Is it bad to ghost low priority potential employers? Ask HR

I've been denied PTO requests on multiple occasions, which is becoming increasingly frustrating. Most of them are denied on the grounds of staffing needs. Do I have any recourse in fighting these denials? What can I do to ensure PTO approvals? – Chanette

You may indeed have some recourse in addressing these denied paid time off requests. Start by reviewing your company's PTO policy and procedures. Many employers have specific guidelines regarding PTO requests, including deadlines for submission and limits on the number of employees who can be on leave simultaneously, to ensure adequate staffing levels.

First, check if your PTO requests were made in accordance with company policy. If they were not, ensure that you adhere to the established procedures for future requests, to increase the likelihood of approval.

However, if you followed company policy and your requests were still denied, consider discussing the matter with your manager or the human resources team. Seek clarification on the reasons for the denials and inquire about potential strategies to improve the approval rate for your requests.

It's also essential to consider whether your state mandates sick leave, and if your company uses PTO to fulfill those requirements. If so, your employer may be obligated to approve leave requests that align with qualifying reasons for sick leave under the law. If you’re uncertain about your state’s sick leave requirements, consult your HR team for clarification.

Ultimately, unless there is a contractual agreement or policy stating otherwise, employers typically have discretion in managing PTO usage. However, by following company procedures and addressing your concerns with management or HR, you may increase the likelihood of having your PTO requests approved more frequently.

Salaried, nonexempt What does that mean? Ask HR