Intermediate Application Support Analyst Resume Samples

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JT
J Thompson
Jana
Thompson
11256 Nicole Terrace
Phoenix
AZ
+1 (555) 640 6024
11256 Nicole Terrace
Phoenix
AZ
Phone
p +1 (555) 640 6024
Experience Experience
06/2016 present
Boston, MA
Intermediate Application Support Analyst
Boston, MA
Intermediate Application Support Analyst
06/2016 present
Boston, MA
Intermediate Application Support Analyst
06/2016 present
  • Creating/modifying/updating SQL statements/stored procs/etc (both Oracle as well as MSSQL)
  • Tracking of issues from starting till close and reporting .Work on L1/L2 tasks for Equity Risk environment
  • Working on ITRS setup for better and improved monitoring to be handed over to monitoring team
  • Change management – creating changes, making PROD changes and performing checkouts
  • Creating/modifying/updating SQL statements/stored procs/etc (both Sybase as well as MSSQL)
  • Tracking of issues from starting till close and reporting .Work on L1/L2 tasks for Muni environment
  • Working, automating and modifying ServiceManagement Tool(incident/change/problem management tool)
05/2011 01/2016
Dallas, TX
Intermediate Application Support Analyst
Dallas, TX
Intermediate Application Support Analyst
05/2011 01/2016
Dallas, TX
Intermediate Application Support Analyst
05/2011 01/2016
  • Tracking of issues from starting till close and reporting .Work on L1/L2 tasks for Equity environment
  • Liaising with Operations business to assist in resolving priority issues
  • Work for COB, UA Testing, market connectivity testing, etc
  • Work for DR, UA Testing, market connectivity testing, etc
  • Reviewing capacity and identifying performance bottle-necks
  • Embrace the values by upholding and exemplifying the values in daily interactions with internal and external clients
  • Managing and resolving issues that arise on the GSM systems
Education Education
Bachelor’s Degree in Computer Science
Bachelor’s Degree in Computer Science
Hofstra University
Bachelor’s Degree in Computer Science
Skills Skills
  • Will be a highly-motivated, strong performer with a proven ability to manage remote vendor teams to full effectiveness
  • Create and maintain a knowledge base to ensure that knowledge transfer takes place within the team
  • Strong knowledge of Microsoft based operating systems
  • Ability to learn new skills quickly with little supervision
  • Ability to think clearly, analyze and resolve problems with good judgement
  • Good knowledge of networking technologies
  • Exhibits good analytical ability for complex problem solving
  • Is detail-oriented and demonstrates good organizational skills
  • Ability to troubleshoot basic issues with Windows based technologies
  • Demonstrated ability to learn new business and technical concepts quickly
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1

Intermediate Application Support Analyst Resume Examples & Samples

  • Start of day system checkouts, rapid diagnosis of production problems, and escalation of issues to the appropriate teams in a timely manner when required
  • Further to this, you will also be involved short to medium term projects, to deliver anything from Disaster Recovery tests through to building ad-hoc risk reports for the traders in Clojure
  • To ensure that our support team is operating efficiently, we invest considerable effort in build smart monitoring and automation, which facilitates us in looking after a complex environment of ~300 servers on and ~50 separate applications
  • You will also be assigned a number of specific applications that you are expected to become the Subject Matter Expert (SME) for within Application Support. The SME role involves becoming the resident expert on the application within our group, and owning all facets of the production instance of the application including (but not limited to) the application monitoring, owning recent outages through to remediation, preparing for DR tests, preparing for future changes/releases and proactively sharing knowledge on the application with your peers
  • The role involves all of the following
  • Release Management
  • Knowledge Management (through Wiki and Training Sessions)
  • Application Support Experience
  • 1 - 5 years experience working in a support environment
  • Prior experience of working in a trade floor environment
  • Linux 2-3 years experience
  • 2-3 years experience Programming Languages
  • Knowledge of Bond/CDS/Loans pricing
  • Knowledge of Electronic Trading
2

Intermediate Application Support Analyst Resume Examples & Samples

  • Provide support to applications and systems supported ensuring that current functionalities run properly
  • Perform analyses on system issues, identifying root cause and recommend solutions to resolve application malfunctions and prevent recurrence
  • Enhance system features for problem avoidance, operating cost reduction or increased usability
  • Install and configure system hardware, software
  • Monitor, troubleshoot, administer operating system and hardware
  • Participates in team meetings and minor projects, interacting and collaborating with team members and other departments, as appropriate, to gain knowledge relevant to the applications and tools supported (such as understanding new functionalities, parts of the system being changed, necessary environment changes) to ensure successful implementation of upgrades and installations
  • Participates in Disaster Recovery exercises, as a member of the technical recovery team or control center supporting application problems and contributing to the success of Disaster Recover tests
  • Windows system administration and hardening
  • System backup and restores for applications and systems supported
  • Documentation of system procedures, processes and system tools usage
  • University degree/college diploma in Computer Science
  • Minimum 3+ years solid hands-on experience of development tools such as (HP Quality Centre, HP Performance Centre, TFS (Team Foundation Server), ClearCase, ISPW (Integrated Software Processing Workframe, RACF)
  • Solid hands-on experience with Windows system administration and security hardening
  • Exhibits working knowledge of databases (SQL, ORACLE)
  • Possesses broad knowledge of design and analysis methodology and application development processes from both an industry and BMO perspective
  • Solid analytical skills for problem solving
  • Good communication and project coordination skills
  • Able to contribute to group activities and objectives
  • High professionalism and self-motivated
3

Intermediate Application Support Analyst Resume Examples & Samples

  • Work closely with first level support, development teams, infrastructure teams and the Market Sales business
  • Maintain application availability to business users globally
  • Managing and resolving issues that arise on the Market Sales systems
  • Ensure the stability of the applications by proactively seeking ways of ensuring stability
  • Production Support Experience
  • Linux System Administration and Shell Scripting
  • Ability to develop support tools/scripts as required
  • Understanding of IP networks + ability to analyze and monitor network traffic
  • Understanding of IP Multicast/Anycast
  • Basic Sybase and/or Oracle administration/Siebel
  • Functional knowledge of SQL + ability to write SQL database script
4

Intermediate Application Support Analyst Resume Examples & Samples

  • 1 - 5 year’s experience working in a support environment
  • 1-2 year’s experience with Linux
  • 1-2 years’ experience with SQL
  • Good knowledge of Microsoft based operating systems
5

Intermediate Application Support Analyst Resume Examples & Samples

  • Managing and resolving issues that arise on the GSM systems
  • 3 - 5 years experience working in a production support environment
  • 2-3 years experience in Linux, UNIX and Windows
  • System Administration
  • Basic Sybase and/or Oracle administration
6

Intermediate Application Support Analyst Resume Examples & Samples

  • Provide support for mission-critical Rates trading and risk applications which interact with all the FO Trade capture systems
  • Application monitoring as well as the underlying infrastructure and look for ways to improve/automate
  • Support Batch processes via Autosys and other scheduling mechanisms
  • 2 - 4 years’ experience working in a Application support environment
  • 2-3 yrs of hands on experience with UNIX / Linux
  • Good working experience of scheduling tools like Autosys
  • Ability to communicate well at all levels
  • Ability to manage and work on the high pressure environment
  • Self-motivating
7

Intermediate Application Support Analyst Resume Examples & Samples

  • Production Application Support Experience
  • Minimum 1 of experience working in a support environment
  • Experience using ticketing/problem management tools
  • Unix/Linux hands-on experience
  • Minimum of 1 year of experience querying and data modification
  • Perl/Python scripting experience
  • Some knowledge of networking
  • Knowledge / working experience of ITRS Active Console
  • Professional and proactive work approaches
  • Understanding of Swaps and Delta1 products would be greatly advantageous
  • End to end issue tracking and reporting
  • SQL knowledge and experiences in Sybase and/or MSSQL
  • Background of technical skills such as UNIX/Linux, SQL, Shell scripting, Windows, networks
  • Experienced in dealing with incidents and application problems
  • Exposure to scripting language like shell scripting, Perl or Python
  • Exposure to job schedulers
8

Intermediate Application Support Analyst Resume Examples & Samples

  • The business operates on a global 24 hour basis covering locations in Asia-Pacific, Europe and North America
  • The candidate will join the client support team in Mississauga or Shanghai and work closely with colleagues in other regions to ensure the successful operation as a global function
  • Support Capability
  • Ensure all issues are tracked and work closely with business and prod support to prioritize resolution
  • Develop expertise in the relationships between clients, business and technology teams
  • Collaborate effectively with colleagues globally, sharing information and knowledge effectively
  • Develop in-depth knowledge of the fundamentals of the business
  • Experience in Client Services or associated Operations or Tech group in a high availability / mission critical environment
  • Demonstrated ability to learn new business and technical concepts quickly
  • Previous experience/knowledge of supporting FA or MO business preferred but not essential
  • Previous Project Management experience beneficial
  • Understanding of server architecture preferred but not essential
  • Experience in data analysis and reporting advantageous
  • Experience and/or knowledge of banking industry is a plus
  • ITIL Certification preferred
  • Ability to work at strategic and tactical operational levels
  • Ability to think clearly, analyze and resolve problems with good judgement
  • Understand criticality and concepts of information security
9

Intermediate Application Support Analyst Resume Examples & Samples

  • The requirements and responsibilities for the role include (but are not limited to) the following
  • Primary point of for system and client support; running with day to day issues that arise on Funds production systems
  • Incident management for user queries, requests for information, application issues and technical problems
  • Root cause analysis of all problems with follow-through to resolution
  • Windows 2000 – 10
  • Unix (shell scripts, navigation)
  • Oracle (SQL, query plans)
  • MS SQL Server 2008
  • Java will be an asset
  • Good knowledge of networking technologies
  • Experience and/or knowledge of banking industry will be an asset
10

Intermediate Application Support Analyst Resume Examples & Samples

  • Day to day technical support of the Simpliciti Risk application globally, trade floor system expertise and critical business function support
  • Ensure that incident, problem, knowledge, change management and request fulfilments on behalf of customers are carried to the best levels possible
  • Understand and troubleshoot complex business and financial products & queries
  • Outage management and stakeholder management
  • 2-3 years experience with Linux
  • 2-3 years experience with Shell scripting
  • 2-3 years experience with Windows
  • 2-3 years experience with SQL
  • Strong experience in excel and the excel functions
11

Intermediate Application Support Analyst Resume Examples & Samples

  • L0/L1 teams
  • Liaise with Operations business in translating their problems in to technical solutions
  • Follow thru to ensure each problem is resolved according to SLA
  • Coordinate change releases and streamline processes for offshore team
  • Experience in Production support or development for 5 years or more preferrably in financial industry
  • Experience in the Financial Industry would be beneficial
  • Experience in Unix, Perl, Scripting
  • Experience in Oracle/Sybase
  • Experience in SQL
  • Experience in J2EE
  • Experience in Autosys
  • Experience in MQ, Tibco, Weblogic
  • Experience in ITRS
12

Intermediate Application Support Analyst Resume Examples & Samples

  • Provides support to existing applications and systems to ensure that the current functionalities run properly. The support activities include collection and analysis of data and dump, determining root cause, and implementing a solution
  • Writes code according to accepted standards to ensure that the application runs properly in a production environment or to correct application defects
  • Writes and executes unit test cases and participates in integration testing and user acceptance testing as required to ensure that the application functions as per specifications
  • Participates in team meetings and minor projects, interacting and collaborating with team members and other departments, as appropriate, in order to gain knowledge relevant to application support (such as understanding new functionalities, what parts of the system is being changed, and required environmental changes) to ensure successful implementation of the environment changes
  • Participates in Disaster Recovery exercises, as a member of the technical recovery team or control centre in order to learn how to support application problems and contribute to the success of the Disaster Recovery tests
  • Possesses a university degree/college diploma on Computer Science and/or 3+ years technical/application support and production support experience with business knowledge
  • Possesses broad knowledge of design and analysis methodology and application development processes from both and industry and BMO perspective
  • Exhibits working knowledge of databases
  • Demonstrates understanding of relevant technologies
  • Exhibits good analytical ability for complex problem solving
  • Possesses good communication and technical writing skills
  • Is detail-oriented and demonstrates good organizational skills
13

Intermediate Application Support Analyst Resume Examples & Samples

  • Working closely with business support, to support the equities trading business, which includes in-depth knowledge on Global Equities Markets as well as the North American market
  • Tracking of issues from starting till close and reporting .Work on L1/L2 tasks for Equity environment
  • Work on daily incidents as well as recurring problems on the system
  • Server migration/management as well
  • Working with distinctive job schedulers on the Windows and Unix/Linux platforms
  • Working on ITRS setup for better and improved monitoring to be handed over to monitoring team
  • Creating/modifying/updating SQL statements/stored procs/etc (both Sybase as well as MSSQL)
  • Actively maintenance of applications and hardware monitoring
  • Change management – creating changes, making PROD changes and performing checkouts
  • Work for DR, UA Testing, market connectivity testing, etc
  • Develop automated scripts for SOD/EOD/Release, checkouts, etc
  • Liaise with traders on floor to correct their common issues
  • Access management – helping traders with their access as well as application setups
  • Looking in-depth into application logs/DBs/configuration/application files to find the exact root cause of issues
  • Coordinating and development and end users to help resolved new requirements as well as existing bugs
  • Working, automating and modifying ServiceManagement Tool(incident/change/problem management tool)
  • Keep track of production incidents and track the problems and procedures, etc
  • Manage and assist Outages, whenever required
  • 3 to 5 years of experience working in a support environment
  • 2 to 3 years of experience with shell scripting, SQL and Linux
  • Experience using call / ticketing software
  • Exposure to both Unix as well as Windows based applications
  • Experience with FIX protocol is an asset
  • Knowledge of Equity and Equities Derivatives will be an asset
14

Intermediate Application Support Analyst Resume Examples & Samples

  • 3 to 5 years of Production Support experience within financial service is required
  • Minimum of 5 years hands-on experience in the Unix/Linux environment
  • Minimum of 3+ years of experience in shell scripting, Perl or Python scripting
  • Good understanding of Enterprising Messaging Systems, such as Tibco EMS, 29 West and
  • Some knowledge of JAVA, C/C++ programming language is an asset
  • Knowledge / working experience of ITRS Active Console, Autosys is preferred
  • Knowledge of Equity products and business flows advantageous, but not required
15

Intermediate Application Support Analyst Resume Examples & Samples

  • Provide support for mission-critical Risk and CVA applications which interact with all the FO Trade capture systems
  • 3 to 5 years’ experience working in a support environment
  • 2-3 years’ experience of Shell scripting, Cron jobs in a Linux environment
  • 2-3 years’ experience of SQL, Perl/scripting language and / or Java
  • Ability to troubleshoot basic issues with Windows based technologies
16

Intermediate Application Support Analyst Resume Examples & Samples

  • Provide support to continuous delivery suite of technologies supported ensuring that current functionalities run properly – e.g. TFS, ClearCase, Confluence, JIRA, BitBucket, Bamboo, GIT, Artifcatory
  • Install and configure system hardware, software as required
  • Monitor, troubleshoot, administer continuous delivery environment including hardware, software and OS
  • University degree/college diploma in Computer Science with 1-2 years working experience
  • Knowledge / Experience with development tools. E.g. TFS. ClearCase, Confluence, JIRA, Bamboo, GIT, Artifactory would be an asset
  • Knowledge / Experience with Testing Tools and/or Performance Tools: E.g. Quality Centre, Performance Centre
  • Scripting experience would be considered an asset
  • Experience with system administration and security hardening
  • Possesses knowledge of design and analysis methodology and application development
17

Intermediate Application Support Analyst Resume Examples & Samples

  • Experience required in Production support or development for 3 years or more in understanding the trade booking process, trade clearance / settlement systems
  • Strong technical knowledge of Unix, Perl, scripting, Oracle, SQL, Java/ J2EE, Linux, Autosys, Quartz, Talend, MQ, Tibco, ITRS, Service Now and RTView
  • Good understanding of trade life cycle
  • Experience required in working with external agencies like NSCC, DTCC, BONY etc for issue resolution
  • Experience in a demanding environment, working to strict deadlines required
  • Additional experience in a service based environment would be beneficial
  • Experience in analyzing and solving problems required
  • Planning, delegation, multi-tasking and prioritization skills
  • Team-oriented with a collegial approach to addressing challenges
18

Intermediate Application Support Analyst Resume Examples & Samples

  • Work closely with first level support, development teams, infrastructure teams and the Sales business to deliver strategy & priorities and communicate progress effectively to all stakeholders
  • Drive initiatives for capacity planning, resiliency/failover plans and monitoring enhancement
  • Provide ideas and conduct efficiency and effectiveness improvements in support processes
  • Perform Incident and Problem management including prioritization, cause analysis and escalation to appropriate groups
  • Liaise with users, business sponsors and other AD groups
  • Create and maintain a knowledge base to provoke knowledge transfer within the team
19

Intermediate Application Support Analyst Resume Examples & Samples

  • Working closely with business support, to support Equities Risk business, which includes in-depth knowledge on Global Equities Markets as well as RISK environment
  • Tracking of issues from starting till close and reporting .Work on L1/L2 tasks for Equity Risk environment
  • Working with distinctive job schedulers on the Windows and Unix/Linux platforms, e.g. Autosys
  • Risk Batch Jobs management
  • Work for COB, UA Testing, market connectivity testing, etc
  • Business support, which helps get exposure to business side of what technology actually supports
  • 1 - 5 years’ experience working in a support environment
  • Knowledge/experience of problem management tools and methodologies
  • 2 - 3 years’ Linux and Shell scripting experience
  • 2 - 3 years’ SQL experience
  • Experience with Perl / scripting language and / or Java - non essential
20

Intermediate Application Support Analyst Resume Examples & Samples

  • Provide application support for 20+ applications directly to the FX line of business and stakeholders
  • Interact directly with the FX line of business and stakeholders
  • Perform in-depth analysis on production problems, identify root causes and recommend solutions to resolve application malfunctions and prevent recurrence
  • Communicate and recommend changes to development teams
  • Update and maintain Wiki page on Confluence
  • Manage incidents following ITIL standard
  • Monitor systems and alerts to ensure systems are always healthy
  • Monitor email inbox and respond to issues and requests
  • Participate in project and team meetings interacting and collaborating with team members and other departments as appropriate
  • Recommend changes to enhance current monitoring specifications
  • Implement changes to production systems and applications
  • Participate in frequent training sessions
  • Write small programs in Perl, Java, VBS or VBA
  • University degree or college diploma in Computer Science or Business or applicable work experience
  • Business knowledge of Capital Markets is an asset
  • Understanding of Foreign Exchange (Trade booking, Risk, Confirmations, Settlements, Accounting, Reconciliation) or trading floor applications are an asset
  • ITIL certification or understanding
  • Intermediate skill sets in working with Windows and Unix environments
  • Understanding of databases and intermediate query skills
  • Strong analytical ability for complex problem solving under pressure
  • Solid communication and great interpersonal skills
21

Intermediate Application Support Analyst Resume Examples & Samples

  • Working closely with business support, to support Muni business, which includes in-depth knowledge on Muni Markets
  • Tracking of issues from starting till close and reporting .Work on L1/L2 tasks for Muni environment
  • Muni Batch Jobs management
  • Creating/modifying/updating SQL statements/stored procs/etc (both Oracle as well as MSSQL)
  • Exposure to scripting language like Shell scripting and Java
  • Exposure to actual trade flows and real time Muni markets
  • 2 - 3 years’ of Linux, SQL and Shell scripting experience
  • Java and / or VB/scripting language
22

Intermediate Application Support Analyst Resume Examples & Samples

  • Provide world class support service to a geographically diverse user base
  • Experience in Futures, Rates or FX eCommerce Client Services or associated Operations group in a high availability / mission critical environment
  • Previous experience/ knowledge of supporting a FX, Rates or FI/Derivatives trading business preferred, but not essential
  • Understanding of client server architecture preferred but not essential
23

Intermediate Application Support Analyst Resume Examples & Samples

  • Work closely with second level support, development teams, and the CIRA business to determine strategy & priorities and to ensure team is meeting the business' requirements. Ensure team delivers on these priorities and communicated progress effectively to all stakeholders
  • Provide 1st line technical support, answer queries via phone, e-mail and in person
  • Perform appropriate problem solving tasks before passing to another team with previously agreed upon format, logs, etc
  • 1 - 5 years' experience working in a support environment
  • Experience using call/ticketing software Linux
  • Microsoft - Strong knowledge of Microsoft based operating systems
  • Experience using/troubleshooting Office with emphasis on Word, Excel and PowerPoint PC
24

Intermediate Application Support Analyst Resume Examples & Samples

  • Work closely with the development, QA and business support teams, and the Equities business to determine strategy & priorities and to ensure that the team is meeting the business’ requirements. Ensure team delivers on these priorities and communicated progress effectively to all stakeholders
  • Follow through to ensure each problem is resolved according to SLA
  • Effectively communicate issues and status updates with business support, regional colleagues, and development teams
  • 1-5 years production support experience in the financial/capital market industry
25

Intermediate Application Support Analyst Resume Examples & Samples

  • Work closely with Level 1 support, development teams, infrastructure teams and the Sales business to deliver strategy & priorities and communicate progress effectively to all stakeholders
  • Provide RCA (Root Cause Analysis) and recommendation to the application development team to increase the stability of the system and reduce number of incidents created for the application
  • Deep understanding of Siebel CRM product
  • Familiar with Unix commands. Shell scripting
  • Oracle administration/Siebel, Mongo DB, MS SQL
  • Understanding of IP networks + ability to analyze / monitor network traffic and DNS
26

Intermediate Application Support Analyst Resume Examples & Samples

  • Liaising with Operations business to assist in resolving priority issues
  • Reviewing capacity and identifying performance bottle-necks
  • Documentation and Knowledge Management of the applications
  • Performing root cause analysis on issues or problems raised against the applications and working with Development teams to address them
  • Proven experience in a similar role in Production Support and technical environment, with 5+ years experience
  • Experience in a service based environment
  • Experience in the Financial Industry would be benefical
  • Wintel
27

Intermediate Application Support Analyst Resume Examples & Samples

  • End-user adoption – Project management of deployment and ensuring end-user comfort with new features and functions
  • End-user training – large group classroom style to one-on-one. Includes interactions from analysts to senior level management
  • Maintenance of online help, online training and all training documentation
  • Level 2 & 3 end-user support. Key knowledge of complex functionality
  • Marketing – Campaign management, list management and contact management
  • Deal Review – Ensuring the business will and can support the solution prior to presenting to the customer
  • Incentive Compensation & Score carding
  • Analytics – building ad-hoc and scheduled reports/analysis to meet business needs
  • Understand how users interact with the application and share insights with business and tech teams to deliver functionality that bring greater efficiency of use
  • Interfaces with technology team to pass over user issues
  • User proximity is essential to succeed in this role and deliver value to the business
  • Whenever possible, routine Level 1 questions/queries are pushed to Helpdesk offshore
  • 2-3 years technical helpdesk experience supporting large call volumes. Provide functional and technical support to regional users of the Siebel CRM platform. Interaction will be in-person, via telephone or via email
  • 2-3 years’ experience supporting Siebel CRM Tools including Siebel Sales Financial vertical, Siebel Analytics and Siebel answers. The Siebel experience needs to be in an enterprise environment using the application as a full CRM suite and not a ticketing system. The experience should not only be from a front-end user perspective, but also experience using Administrative screens
  • 2-3 years in financial services industry experience
  • 2-3 years’ experience creating reports in Siebel Answers and creating iBots to auto deliver reports to desired audience
  • Create, maintain and deliver end-user training including large classroom to one-on-one sessions
  • Create and maintain end-user reference materials including online help
  • Capture and track end-user enhancement requests and issues
  • Escalate issues to technical or business team as appropriate
  • Maintain and administer all reference data including LOVs, products offerings, user set-up, currency exchange rates, client coverage administration
  • Manage bulk data upload and release management processes
  • Siebel certified will be added benefit
  • Bachelor of Arts or Science preferred
  • Preferred experience with Siebel 7.8