Level Support Resume Samples

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CS
C Schroeder
Cletus
Schroeder
382 Bobby View
Los Angeles
CA
+1 (555) 408 4915
382 Bobby View
Los Angeles
CA
Phone
p +1 (555) 408 4915
Experience Experience
10/2015 present
Phoenix, AZ
Application Dvlp & rd Level Support
Phoenix, AZ
Application Dvlp & rd Level Support
10/2015 present
Phoenix, AZ
Application Dvlp & rd Level Support
10/2015 present
  • 2Work Tasks
  • Application Development Execution
  • Application Lifecycle Management
  • Application Development Support Activities
  • Knowledge of Managed Service Telecom Operations Practice
  • Application lifecycle management
  • Application development execution
04/2010 04/2015
Los Angeles, CA
Sustaining Engineer, Level Support
Los Angeles, CA
Sustaining Engineer, Level Support
04/2010 04/2015
Los Angeles, CA
Sustaining Engineer, Level Support
04/2010 04/2015
  • Work with product management for Enhancement, Improvement prioritization based on customer requests
  • Work on Customer escalations – (Combination of Priority, Severity, Customer temperature matters here and pick the HOT issues as directed by the manager)
  • Triage, analyze logs, reproduce the issue and work towards identifying workaround as well as RC
  • Product Knowledge – Work on the current released and upcoming version of the product and features enhance knowledge and get ready to handle escalations
  • Keep track of all customer escalations (short / long term fixes and improvements)
  • Provide day to day support to external and internal users
  • Troubleshoot system issues, help recreate customer issues
08/2005 12/2009
Chicago, IL
Citrix Level Support
Chicago, IL
Citrix Level Support
08/2005 12/2009
Chicago, IL
Citrix Level Support
08/2005 12/2009
  • Support SCOM and ComTrade for the XenApp/XenDesktop Server environment, alongside all monitoring systems in use in this environment
  • Design and Deliver projects that integrate the CATE designs into operationally ready platforms that can be easily and optimally supported while delivering a quality service to our customers
  • Provide expert knowledge of server based computing and thin client infrastructure and serve as subject matter expert to the company on those topics
  • Driving productivity, recommending improvements, remediation and operational excellence using quality methodologies to identify opportunities for improvement
  • Design and create complex processes and reporting streams
  • Team-oriented and collegial approach to addressing challenges
  • Strong people, process, and business focus
Education Education
Bachelor’s Degree in Computer Science
Bachelor’s Degree in Computer Science
California State University, Los Angeles
Bachelor’s Degree in Computer Science
Skills Skills
  • Good knowledge of implementing Clarity, database, and web based solutions
  • Good knowledge of common software design patterns
  • Facilitates the collection, storage, usability and management for high performing, enterprise level quality data sets
  • Excellent knowledge of Software Development Life Cycle (SDLC) and Agile methodologies (SCRUM, XP, etc)
  • Good knowledge of performance tuning Clarity, databases, and web applications
  • Good knowledge of debugging Clarity, databases, and web applications
  • Basic understanding of telecom and networking technologies
  • HTML 4 / HTML 5 (general knowledge) / CSS 3
  • Owns Performance and Quality of the application and data layers of the solutions
  • Refer to below languages details on point 8
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15 Level Support resume templates

1

Conferencing Operations Level Support Analyst Resume Examples & Samples

  • Drive CATE work-slate
  • Provide 3rd level operational support to major outages and service escalations. Incident and Problem management, including vendor and internal liaison
  • Provide capacity management and planning tools and services
  • Core infrastructure build and configuration, new feature and function deployment, complex system changes including release management
  • Provide project and program updates to the Global Conferencing Group head and GTO senior management
  • Manage and track project financials to pre-agreed budgets and time-lines
  • Provide all required status updates to the project team, users, and various levels of management as appropriate
  • Manage team issues and risks in a proactive way, work with the project team to identify mitigation strategies and manage those strategies to completion
  • Excellent video, voice and network experience across multiple technologies
  • Ability to work under pressure and respond quickly and effectively to operational issues
  • The technical ability to understand the potential challenges with the business request and the ability to work with a team to develop solutions/options
  • Proven ability to develop solutions to solve business challenges; strong business perspective (key to frame the impact to our clients and how best to solution the impact)
  • Ability to support multiple task concurrently and foster a team atmosphere - Successful track record of working with customers, channel and strategic partners
  • Demonstrated proactive leadership in driving new initiatives and in leading cross-functional teams
  • 5 Years experience
  • Excellent customer relations skills, create and develop working relationships with customers, colleagues, and vendors worldwide, ability to work independently, well-organized, strong written and verbal communications, able to multi-task and manage multiple projects
  • Experience in managing new process development and implementation
  • Excellent organization skills, demonstrated sense of responsibility and results orientation
  • Relationship builder and team player
2

Technical Csis Operations Level Support Specialist Resume Examples & Samples

  • Windows Server Administration, Active Directory, DFS skills
  • MS SQL including Stored Procedures, TSQL, clustering
  • IIS troubleshooting, load balancing, clustered servers, BigIP
  • Networking and firewall knowledge and troubleshooting skills
  • HTML5, .Net, .ASP, C# troubleshooting
  • Demonstrated leadership and ability to deliver results with minimal supervision
  • Self-motivated and reliable
  • Ability to manage own priorities with minimal direction from the supervisor
  • Superior customer orientation
  • Excellent technical problem solving, analytical, and communication skills
  • Ability to work well independently as well as a team from around the globe
  • Demonstrated ability to work in an ambiguous environment with shifting priorities
  • Good verbal and written English skills
  • Ability to periodically and temporarily adjust work schedule as required
3

Level Support Analyst Big Data Technology Resume Examples & Samples

  • Ensure that all JPMIS applications are available and supported in line with defined system service level agreements
  • High level monitoring and daily health checks, support region handover
  • Stopping / Starting / Holding processes, Rescheduling / Reprioritizing Processes
  • Act as a point of contact for all application service interruptions
  • Executing and/or escalating problem management procedures as necessary
  • Documenting support activities, which include support tasks and outages
  • Bachelor degree in Information Systems, Computer Science or a related field
  • 1 - 3 years of work related experience in the IT field or an equivalent combination of education and work experience
  • 2+ years experience working with UNIX
  • Experience with SQL, PLSQL, UNIX Shell Scripts preferred
  • Strong knowledge of relevant applications and development of life cycles
  • Good understanding of Systems Administration
  • Good understanding of application development cycle and agile methodology
  • Strong analytical skills as well as strong troubleshooting skills
  • Excellent interpersonal skills are absolutely critical to this role
  • Have an open attitude towards sharing ideas and knowledge. A proactive approach to problem solving, taking ownership of issues and having the determination to follow things through
  • Good prioritization and time management
  • A team player with a positive attitude - enthusiastic, dynamic, energetic
  • The ability to work within a large team, sometimes under stress, but always under control
  • Be prepared to fully commit outside of normal hours on a 7x24x365 basis
4

Level Support Analyst Resume Examples & Samples

  • Ensure that all JPMIS applications are available and supported in line with defined system service level agreements
  • Act as point of contact for all application service interruptions; oversee all crisis and incident management processes
  • Building tools to enhance the support function
  • Special projects such as COB/DR, Controls and Compliance related activities
  • Bachelor degree in Information Systems, Computer Science or a related field
  • 3 - 5 years of work related experience in the IT field or an equivalent combination of education and work experience
  • Strong knowledge of relevant applications and development of life cycles
  • 2+ years experience working in scripting in a variety of languages, including UNIX, PERL, etc
  • 2+ years experience with Java EE
  • 2+ years experience with Informatica or similar ETL tools
  • Good understanding of Systems Administration
  • Good understanding of application development cycle and agile methodology
  • Having good teamwork attitude and willing support during after office hours
  • Strong analytical skills as well as strong troubleshooting skills
  • Have an open attitude towards sharing ideas and knowledge. A proactive approach to problem solving, taking ownership of issues and having the determination to follow things through
  • A team player with a positive attitude - enthusiastic, dynamic, energetic
  • The ability to work within a large team, sometimes under stress, but always under control
  • Be prepared to fully commit outside of normal hours on a 7x24x365 basis
5

Application Dvlp & rd Level Support Resume Examples & Samples

  • Development of java based web applications with interfacing into Clarity solutions
  • Identify root cause, investigate issues, and provide recommendations, workarounds, resolutions and benefits by minimizing risk and cost
  • Bachelor's degree in Computer Science, MIS, related field or equivalent qualification
  • 5+ years experience in a large scale enterprise application management and development
  • 3+ years experience in design, specification, development and deployment of Clarity solutions
  • 3+ years experience in Oracle database development and performance tuning
  • 3+ years experience in Java application development
  • 3+ years experience in web application development and technologies
  • Excellent English written and verbal communication skills
  • Excellent knowledge of Software Development Life Cycle (SDLC) and Agile methodologies (SCRUM, XP, etc)
  • Good knowledge of common software design patterns
  • Good knowledge of implementing Clarity, database, and web based solutions
  • Good knowledge of performance tuning Clarity, databases, and web applications
  • Good knowledge of debugging Clarity, databases, and web applications
  • Basic understanding of telecom and networking technologies
  • CA Clarity application development including workflows, portlets, reports, objects, NSQL queries, portlets, portlet pages, look-ups (static and dynamic), jobs (scheduled and manual), attributes, views and links
  • XML Open Gate (XOG) (read/write)
  • GEL scripting
  • HTML 4 / HTML 5 (general knowledge) / CSS 3
  • Javascript & JQuery
  • Webservices development (XOG, SOAP, XML, JSON, XAML, WSDL, REST)
  • Java (J2EE, Struts, Spring, Hibernate, Groovy)
  • Oracle database development (PL/SQL procedures, functions, packages, triggers, shell scripting, unit testing, data extraction, transformation and loading operations)
6

Pos Level Support Analyst Resume Examples & Samples

  • 2-4 years retail store management experience with an emphasis on operations
  • Basic understanding of Windows and Linux operating systems
  • Excellent problem analysis skills
  • Ability to function as an individual in a fast paced support environment
  • Be able to manage multiple manufacturers to meet warranty and maintenance agreements
  • Ability to work as part of a small team and meet service levels as published
7

Application Dvlp & rd Level Support Resume Examples & Samples

  • Owns support of the entire solution ecosystem
  • Owns Performance and Quality of the application and data layers of the solutions
  • Facilitates the collection, storage, usability and management for high performing, enterprise level quality data sets
  • Works with team to provide quality delivery of enhancements with the constraint of maintaining enterprise scalability, performance, best practices and open standards
  • Skilled in database management and performance tuning: Oracle, MS SQL Server, Postgres, etc
  • Skilled in backend Business Intelligence (BI) database services: IBM Cognos, MS Analysis Services, MicroStrategy Intelligence Server, Mondrian OLAP Server, Oracle OLAP services, etc
  • Skilled in Business Intelligence (BI) ETL tools: Infosphere, SSIS, Kettle, etc
  • Knowledgeable of "Big Data" storage tools: SAP HANA, IBM Netezza, Hadoop, MapReduce, Apache Cassandra, Hbase, etc
  • Skilled in web server management and performance tuning: Apache HTTPD, MS IIS, etc
  • Skilled in web application layer management and tuning: JBoss, WebSphere, Tomcat, etc
  • Skilled in core web application technologies: HTML, XML, CSS, Javascript
  • Skilled in web application development with Java (J2EE
8

Application Dvlp & rd Level Support Resume Examples & Samples

  • Hands-on Netezza health check
  • Should have good experience in Netezza Migration/Implementation
  • Strong NZSQL, NZPLSQL, NZLOAD
  • Strong Understanding of SQL and DW concepts
  • Experience with of shell scripting( good to have) Netezza SQL vs. Traditional Database SQL Preferred but not mandatory
  • Must be able to understand requirement, translate to technical design and/or develop code based on technical design databases
  • Proficient in Netezza database management tools/utilities
  • 3-5 years’ experience in ETL development and Data Warehousing
  • Knowledge and prior hands on experience of Netezza SQL programming environment
  • Good understanding of Netezza architecture and able to perform performance analysis evaluating the database schema design, table organization and other features of Netezza
9

Application Dvlp & rd Level Support Resume Examples & Samples

  • Assist with determination and coordination of project deliverables involved with bird studies and development of preventative measures
  • Executive Reporting Coordination, Compilation, and Documentation
  • Generate reports, define exceptions, and drive corrections
  • Assist in management of deliverables in support of the highest reason for customer impacting tickets
10

Application Dvlp & rd Level Support Stage Resume Examples & Samples

  • 3rd level Applications Support
  • Analytical and task oriented
  • Cost Awareness
11

IT Analyst Workspace Level Support Resume Examples & Samples

  • End to end support for production environments
  • Implement application and infrastructure changes
  • Interface with the Delivery and Solutions Engineering teams to prevent or resolve production incidents
12

Entry Level Support Analyst Resume Examples & Samples

  • Deep analytical skills
  • Development coding, and database experience
  • Application Server, Database troubleshooting experience (not limited to Server administration, i.e. involves troubleshooting of "Applications" on servers (data, configuration, database, IIS, error logs, database queries and tuning, security methodology), and also not limited help desk, or office admin, or client support)
  • Technologies: SQL Server, Oracle, .NET, Visual Studio, Windows, Client/Server, IIS
13

Team Head Production Services Finance & nd Level Support Analyst Resume Examples & Samples

  • Opportunity to develop a thorough understanding of the Swiss Finance IT environment
  • Develop expertise on ITIL support processes - incident, problem and change management
  • Develop Relationship and Service Delivery management skills facing off to senior management
  • Managing critical and high priority issues and orchestrate resolution
  • Planning and executing the integration of new applications in existing application portfolio
  • Possibility for full root cause analysis and a detailed investigation of issues in the agreed time
  • Chance to become a Subject Matter Expert for one or more applications in the application portfolio
  • Planning resources for daily business, on Call activities, special events (ME, DR, …) and deputy setup
  • Production status and Service Reporting to regional line management as well as to global functional management
  • Leadership experience in people management as well as in virtual teams and their development
  • Very strong stakeholder communication skills especially in major or crisis incidents
  • Distinctive analytical thinking, solution-oriented personality
  • Practical experience with Unix/Linux and Shell Scripting
  • Experience with SQL (ideally Oracle)
  • Batch/Control-M experience is a strong plus
  • ITIL V3 certificate is a strong plus
  • Ability to do on-call duty and to work on weekend/holidays on month end or special events
  • Excellent communication skills in English, German is a plus
14

Citrix Level Support Resume Examples & Samples

  • Support SCOM and ComTrade for the XenApp/XenDesktop Server environment, alongside all monitoring systems in use in this environment
  • Work closely with the Citi Architecture & Technology Engineering (CATE) teams to ensure robustness, scalability, and global applicability of solutions
  • Driving productivity, recommending improvements, remediation and operational excellence using quality methodologies to identify opportunities for improvement
  • Work with project teams and developers to ensure those teams understand compatibility with our virtual platforms computing architecture and requirements
  • Citrix XenApp 6.5, 4.5 & 4.0
  • XenDesktop 4.0, 7.1+
  • ThinPrint
  • AppSense Environment Manager (for policy management)
  • VMware VSphere (VC, ESX, etcc.) 4.5, 5.0+
  • VMware VCAC (DynamicOps)
  • Citrix Provisioning Server 6.1+
  • EG Innovations / EdgeSite (for monitoring), MS SCOM, ComTrade
15

Level Support Specialist Resume Examples & Samples

  • Provide second level technical support to all IT Services staff and customers
  • Effective call management including logging, monitoring / updating and resolving calls in a timely fashion. Escalate unresolved incidents to other support groups, including vendors, to expedite resolution
  • Monitoring and management of incidents allocated to team via the call management tool. Ensure all requests are prioritized and managed pro-actively according to impact, escalating problems as required. Liaise with IT Services staff to ensure the most effective solutions for first level Service Desk requests
  • Undertake impact analysis of projects or changes to policy and procedures that may have interdependencies with other tasks or resource of the team
  • Provide regular and ad hoc reports and communication to interested parties through agreed methods and as directed by the Team Lead or management
  • Inform the Team Lead or management, in a timely fashion, of any situation that may affect the delivery or quality of service to the client
  • Manage client issues to resolution, escalating to Team Lead or IT Service Desk management team as appropriate
  • Maintain up to date knowledge of policies and procedures relating to Ernst & Young technology services
16

Level Support Analyst Resume Examples & Samples

  • Bachelors/Masters degree in Information Technology/ Computer Science
  • Minimum 8 years IT Experience
  • Unix Shell scripting/Perl, ASP/Java/Web programming, Sybase and/or Oracle database environment
  • Experience in the requirement analysis, design, programming, and implementation of enterprise, client/server or internet/Intranet systems participating in all stages of software development lifecycle
  • Development/Support experience in .Net C# or Java/J2EE/WebLogic, Business Objects, VB .Net, C++
  • Investment banking/financial industry experience developing/supporting trading/settlement systems
17

Application Dvlp & rd Level Support Resume Examples & Samples

  • Participate in various activities of software product development lifecycle (e.g. feasibility study, design, documentation, test, maintenance etc.) according to project assignment
  • Co-operate with project members (SA & BA) and mentor less experienced colleagues
  • Participate in project reviews, inspections and organizational quality assurance activities (e.g. reviews and inspections)
  • Report according to project and other requirements set by the organization
  • Initiate and take part in improvement activities (e.g. product, process, methods and tools improvement)
  • Escalate problems to project manager / Technical Manager, if needed
  • 3Responsibilities
18

Application Dvlp & rd Level Support Resume Examples & Samples

  • Development of special tools used in development of products
  • 4Authorities
  • 5Competence
  • Refer to below languages details on point 8
19

Application nd Level Support Specialist Resume Examples & Samples

  • Communication with users via e-mail, chat, online meetings, phone. - communication with suppliers, which can be very technical, so candidates should have a background in the area of Unix, hardware, WebSphere, databases
  • Java and ideally related technologies such as EJB, Hibernate, and Struts knowledge in order to perform problem and issues analysis
  • DB2 and SQL in order to investigate data issues
  • Good English skills, both verbally and in writing
  • RQM Test case / test script creation and execution
  • Working in a test driven development environment
  • Agile principles and SCRUM
20

Level Support Analyst Resume Examples & Samples

  • Critical thinking and problem analysis skills
  • Able to work in a fast paced highly functional and technical environment
  • Knowledge of Application testing
  • Ability to Multi task
  • Understanding functional eligibility programs for Medicaid and other state programs ABD, nutritional assistance, Affordable Care Act a PLUS !!
  • Provide Incident triage work for Level 2 application support
  • Provide Level 2 application troubleshooting
  • Work with training teams to support technical/functional issues from end users
  • Execute according to established processes and Run Books
  • Help to develop new processes and adjustments to existing processes/Run Books as requirements evolve and change
  • Provide support to other teams like testing and operations when required
  • Interface directly with client end users
  • Minimal requirements for on call work
21

Application Development & rd Level Support Resume Examples & Samples

  • Analyzing, designing & developing commercially viable end-to-end technical solutions for the customers
  • Making profitable business for Ericsson by translating customer needs & technology opportunities into detailed technical offering, solutions & proposals
  • As a senior developer you will be placed at the centre of activities, entailing a high level of interaction with RNAM organizational units, the Ericsson’s Global Service Center and Product Units as well as Customer, Technical, Marketing and Business Development teams
  • Support deployment of solution
  • Participate in knowledge transfer, documentation & information sharing
  • Application Development Support Activities
  • Application Specification Analysis & Design
  • Application Development Execution
  • Application Lifecycle Management
  • 3rd level Applications Support
22

CPS Global Technology Level Support Resume Examples & Samples

  • Administer applications and databases to ensure all non-functional and functional objectives are met using both Xerox and industry best practices
  • Configure services for customers, Xerox and supplier requirements
  • Perform as the subject matter expert for troubleshooting and resolving issues raised to level 2
  • Manage escalations to level 3 through to issue resolution
  • Responsible for maintaining applications and infrastructure to service levels
  • Perform the planning and deployment of patches, upgrades and changes to all applications in all environments to remain consistent with Xerox IT policies and CPS offering management practices
  • Perform the deployment and configuration of new technology services
  • Develop, document and perform testing procedures for applications
  • Manage time effectively against task priorities
  • Follow all security procedures and policies
  • Contribute to RFI/RFP responses for solutions, services and CPS requirements
  • Track and monitor incidents to ensure SLA resolution, accurately document relevant information, and keep customers and mangers informed via email of the status of their requests
  • Support Disaster Recovery tests and recovery for all environments
  • Contribute to and support compliance with client and Xerox IA security policies
  • Maintain all licenses for products
  • Maintain all administration level authorizations
  • Support Service Delivery and Sales from proof of concept to live deployment
  • Maintain and ensure application and system compliance with architectural designs and security principles
  • Depending on location; prepping data for production received through system to system services, troubleshooting print ready file issues, performing, troubleshooting data transforms (ex. IPDS to PS), maintaining production signage services
  • Senior experience/knowledge Windows servers, IIS webservers, XMPie, Tomcat applications, DocuShare, web services MSSQL/MySQL, Web and Mobile based applications and technologies
  • Must be self-motivated, detail orientated and have a strong sense of urgency and ability to work to priorities
  • Experience and basic understanding of scripting languages
  • Senior experience/knowledge with Xerox centralised print solutions
  • Understanding and experience in Automated Document Factory technology
  • Experienced in Xerox CPS service delivery processes and procedures
  • Senior experience/knowledge with providing level 2 technology support
  • Ability to generate, interpret and present performance information to management
  • Successful experience working in a new organization
  • Must be self-motivated, detail oriented and have a strong sense of urgency
  • Abilities to work to time lines and under pressure
  • Expert level problem solving and troubleshooting skills
  • 2 plus years’ experience /knowledge implementing and supporting Windows 2012 R2, Active Directory, IIS webservers
  • 2 plus years in senior support of an enterprise level backup, Disaster recovery, high security level monitoring and enterprise level patch and malware services. Senior level knowledge supporting Veeam, Lumension, Assuria is highly desirable
  • 2 plus years’ experience with VMware deployment, configuration and maintenance
  • 2 plus years of experience supporting .NET and Java applications on application servers
  • 2 plus year experience with scripting languages including Powershell and VB.Script
  • 2 plus years’ experience with in formal IT managed environments
  • 2 plus years’ experience in internet infrastructure support
  • Documented experience with infrastructure services – DNS, NTP, Kerberos, Radius, SMTP, SNMP
  • Documented experience and knowledge of network infrastructure support with switches, firewalls and VLANs
  • Security experience is an advantage
  • Dell remote server management knowledge, 1 plus years’ experience is an advantage
  • The role will require both scheduled and unscheduled over time availability
  • The role may be involved in shift work with other teams and regions to support 7 by 24 availability objective
  • May need to carry a phone, respond to both voice, email, text, support applications at all times when on call and be able to respond to issues
  • Travel requirements (must be able to travel by car, train or airplane), estimated at 20% of time
  • Must be able to work at a desk for occasional extended periods of time engaged in conference calls or video conferences
  • Work may involve team members in different time zones, primarily in Europe (London UK) and across the USA, requiring flexibility in scheduling of work hours
23

IT Systems Analyst nd & rd Level Support Resume Examples & Samples

  • Provide hands-on support for all aspects of IT, Telephony and Mobility for clients and visitors in Coty’s local office
  • Work with the on-site team to ensure a seamless, coordinated approach to user support at all levels
  • Consult, collaborate and establish effective networks with key global IT groups
  • Maintain an up-to-date knowledge of new and changing IT developments in line with Coty Global IT directives
  • Relevant IT qualifications at degree level or equivalent
  • 2-4 years’ experience in senior support role, including a windows desktop environment
  • Deep understanding absolute fluidity with all aspects of client-facing software and technologies. Including MS Windows and Office, technical considerations around Cloud and Premise based implementations and a sincere desire to empower co-workers through the use of technology
  • High level of interpersonal and communication skills with the ability to communicate complex technical issue in a simple manner
  • Ability to deal patiently and professionally with both internal and external customers alike
  • A pro-active team player capable of supporting a high level of operational activity with a ‘hands-on’ style
  • Organised and methodical to ensure ITSM processes are adhered to
24

First Level Support Analyst German Speaking Resume Examples & Samples

  • Record, analyse and manage incidents in line with Service Level Agreements (SLAs)
  • Follow defined Problem and Incident Management processes, escalate where necessary and deliver regular updates to customers and management
  • Basic understanding of Internet application technologies including browsers, networks and security
  • Client focused and support oriented
  • Excellent interpersonal skills and communication in English, both written and oral
25

First Level Support Analyst Resume Examples & Samples

  • Provide excellent customer support whilst maintaining effective working relationships with HR business teams
  • Provide 1st and 2nd Level support for in scope applications and infrastructure including Performance Management, Learning Operations and data interfaces
  • Participate in Release Management process for releases relating to the applications
  • Maintain relevant support documentation for application
  • Ability to work with limited supervision and be expected to take ownership of ongoing incident management tasks through to their completion
  • Have a background in HR processes and systems and a keen interest in HR systems in particular
  • Strong eye for detail, accuracy and effective problem solving skills
  • Good working knowledge of MS Word, Excel and PowerPoint
  • Experience of working and manipulating data and reports
  • Significant experience of working in client facing call centre, help desk or technical support environment
  • Excellent interpersonal skills and communication in German and English, both written and oral
  • Excellent teamwork, influencing and networking skills with the ability to work with people at all levels and across organisation boundaries
26

Entry Level Support Analyst Resume Examples & Samples

  • Perform change request (CR)/remedy ticket (RT) analysis
  • Escalate issues and risks in a timely manner
  • Monitor production region and IMP region
  • Work on identifying the root cause analysis of the production issues
  • Work with TDS, XOC and the ops team to fix production issues
  • Produce bi-hourly reports and daily reports
  • Determine System objectives by studying business functions, gathering information and evaluating output requirements
  • Understanding of System Engineering Concepts
  • Adaptive in high pressure and short deadlines
  • Preferred at least 1-2 yrs. of experience in Business/Requirements Analysis coupled with through understanding of Testing Methodologies
  • Potential for internship opportunities*
27

E rd Level Support Analyst Resume Examples & Samples

  • Candidate will have a B.S. degree or equivalent financial experience
  • 1 – 3 years applicable, hands on knowledge of JD Edwards EnterpriseOne version 8.10 or higher
  • Proven, applied experience with JD Edwards support, configuration and knowledge of end user functionality of the JD Edwards platform for all distribution and financial modules including Job Cost
  • Basic accounting knowledge, preferred
  • Candidate must have the ability to understand and logically think through business requirements and processes as they pertain to the JD Edwards platform
  • Candidate must have strong English verbal communication skills in order to interface with client users and internal JD Edwards team to provide effect and timely solutions
  • Candidate must possess effective problem solving skills and use creativity to solution complex business requirements within the JD Edwards platform as well as the ability to quickly learn JLL E1 customizations and provide associated support
  • Provide 3rd level application support to global client and internal user base
  • Integrate with 2nd level E1 support teams as needed to provide superior client service
  • Conform to all support management processes and procedures, identifying process improvement opportunities as applicable
  • Assist with general team or client specific E1 projects as requested
28

Level, Support Technician Resume Examples & Samples

  • Fast typing capability
  • 2-4 years’ experience in technical support or a similar technical role
  • Good networking knowledge and a practical understanding of how networks communicate
  • Help desk experience would be valuable but not essential
  • Demonstrate knowledge in a wide variety of email-related tools, such as browsers, email clients and operating systems
29

Application Management Level Support Resume Examples & Samples

  • Plan, specify, document and deploy financial software applications to our ASP on heterogeneous systems including both Windows and Linux servers
  • Collaborate with development and software testing teams throughout the release process
  • Analyze release and deployment processes to identify key areas for automation and optimization
  • Identify opportunities for optimizing system performance through changes in configuration or suggestions for development
  • 7 to 9 years of experience
  • ITIL foundation certification is a plus
  • Experience with in-memory databases
  • BS (Bachelor of Science in IT/ Computers/ Electronics)
  • Advanced SQL skills (SQL and/or ORACLE environments)
  • Experience in any of or combination of the following ◦Creating product Non-Functional Requirements
  • Supporting production environments
  • Support activities with scripting tasks (Ruby, PowerShell, bash preferred)
  • Experience with Tomcat and/or Apache
  • Windows and/or Linux support
  • Multi talented personalilty with proven troubleshooting skills and ability to work on multiple abstraction layers
  • Quick learner and team player
30

Sds-pnt Level Support Technician Must Have TS Resume Examples & Samples

  • Prefer HDI-CSR certification
  • Must possess a current TOP SECRET Clearance with SCI eligibility
  • MCP based on Exam 349, 365, 366, or 367; Help Desk Training
31

Sds-pnt Level Support Technician Withts Resume Examples & Samples

  • Typically requires bachelor’s degree or equivalent, and five to seven years of related experience. Additional training will be required to support legacy systems. May require a security clearance and specialized technical certifications
  • Must possess a current TOP SECRET Clearance with SCI
  • Must possess a current DOD 8570-01M IAT-II certification within six months
  • Microsoft Technology Associate (MTA) based on Exam 349, 365, 366, or 367; Help Desk Training within six months of start on contract
  • Must possess a valid US Passport
32

First Level Support Analyst Resume Examples & Samples

  • Provide excellent customer support and maintain good working relationships with HR business teams, IT&S and SuccessFactors (as external service providers for the applications)
  • Provide 1st and 2nd Level support for Talent Online applications and infrastructure including Performance Management, Talent Management and SAP data interfaces in compliance with Talent Operations Service Level Agreements as well as Global Learning Management System
  • Contribute to investigation of underlying root cause for reoccurring problems to improve the overall service of the team and reduce support volumes
  • Participate in potential technology and process improvements where possible and how it can be used to enhance support services to the business
  • Record incidents in line with Service Level Agreements (SLAs)
  • Execute actions based on defined Problem and Incident Management processes, escalate where necessary and deliver regular updates to management
  • Participate in Testing and Release upgrades for all scheduled releases, in accordance with published procedural guidelines
  • Complete relevant support documentation for application
  • Proactively participate in and contribute to the improvement of support to application and data management ensuring appropriate support models are in place and implement SLAs where required
  • Execute Operational service level metrics to stakeholders
  • Basic degree in any discipline. Preferably in HR or IT
  • Ability to work effectively under minimal supervision and show the level motivation to work within a global and system support environment. Service oriented skills are highly desirable
  • Attention to detail, good listening, communication and willingness to learn various systems
  • Willingness to learn various systems within a short timeline
  • Good communication skills- to be able to support users on the systems or applications used
  • Analytic – to be able to look into interface issues and other SAP related issues faced by the users
33

IT Level Support Analyst Resume Examples & Samples

  • Works in a shift Rotation, Monday-Friday 07:00-23:00 & Weekends 09:00-17:30, working one weekend in 5 and on-call one weekend in 5
  • Proactively monitors and maintains system stability and performance of production systems
  • Validates and tests system changes, including problem fixes, system upgrades and enhancements
  • Identifies, investigates, analyses and ensures the successful resolution of complex inquiries and customer problems
  • Acts in a manner conducive to a productive team environment
  • Maintains integrity of the operating system environment
  • Performs system software upgrades, testing, and coordination
  • Performs server administration setup
  • Coordinates disk space planning and management
  • Performs data backups and recoveries
  • System Administration dashboard/status reports
  • Documented operational check-lists
  • Supports end users via phone/email/ticketing system
  • Suggest improvements to current work practises
  • Minimum 2-3 years working with enterprise scale client network Windows XP & Windows 7
  • Proven, hands-on experience in
34

German Speaking Functional Support Analyst rd Level Support Resume Examples & Samples

  • At least 2 years of experience with functional or technical support
  • Basic knowledge of ticketing tools
  • Fluency in Germanand in Hungarian (written and oral)
  • Excellent communication skills and ability to multi-task
  • Ability of working in multicultural teams
35

OS & Tools Mainframe Specialists rd Level Support Resume Examples & Samples

  • Third line support in case of software errors
  • Configuration and customization
  • Setup of customer dependent parts (e.g. user administration, product calendar, authorization matrix)
  • In depth knowledge and understanding of z/OS and related product software z/OS
  • Programming knowledge of REXX and JCL
  • Knowledge of Cobol and/or Assembler is an advantage
  • At least 5-8 years’ of verifiable experience as IBM mainframe specialist (zSeries)
  • Stress resistant in case of Major Incident- and/or emergency situations
  • Very good communication abilities
36

IT Operations / First Level Support Resume Examples & Samples

  • Identifies and diagnoses, and resolves IT infrastructure problems on
  • 1st level (first/single point of contact) for all Trelleborg users and communicates solutions to end-users in a user-friendly, professional manner
  • Escalates incidents to next level support when the solution is unknown or cannot be solved within defined time frames
  • Manages end-user incidents and prioritize work based on defined SLAs
  • Deals with multiple users and prioritizes service in line with business needs
  • Supports the Trelleborg IT asset management
  • Educates Treleborg users to make optimal use of Trelleborg business systems
  • Contributes to 2nd level group activities where required
  • Contributes ideas to improve IT processes/services
  • Supports the implementation of new and/or improved IT processes
  • Improves his/her personal skills within the area of responsibility
  • Documents problems, solutions, results of project work as well as any elaborated results within the area of responsibility
  • Works collaboratively with others to achieve group goals
  • Associates degree of computer science or Bachelors degree is preferred but equivalent combinations of education, experience, and certification will be considered
  • Experience in working in a preferably global IT organization underlined by respective training certificates, such as CCNA; MCSE or equivalent
  • Experience in implementing, documenting and operationally maintaining IT infrastructures
  • Experience in interacting with external suppliers & service providers
  • Good verbal and written communication skills in English combined with the ability to communicate effectively. Good communication skills in German necessary
  • 31 December 2017
37

Application Administrator / rd Level Support Resume Examples & Samples

  • Provide level 3 support for a global workforce management application
  • Work together with vendor support on all issues for HR-IT and workforce management applications
  • Set up administrator and user profiles
  • Create and maintain SLAs
  • Programming in a domain specific language and in Javascript
  • Be technically responsible for applications: Workforce Management and other HR-IT applications
38

Customer Operations Specialist, Level Support Resume Examples & Samples

  • Interact with customers both through email, phone, and ticket tracking regarding questions on product usage, problems / defects faced by the customers
  • Research and verify possible technical issues or bugs and resolve them for customers or escalate to the next level of support
  • Write product documentation or knowledge base articles
  • Ensure new releases and upgrades are functional and performant for our customers. By being involved in smoke testing and defect resolution
  • Monitor Help Desk requests
  • Platform uptime & availability
  • Analytics calculation to support KPI for Customer Support
  • Quality assurance, executing test cases and capturing data for reproducible issues
  • Ability to use SSH and work on a terminal
  • Ability to understand bash and ruby scripting
  • Familiarity with SaaS based ticketing systems Zendesk and JIRA
  • 2-5 years IT experience in a multi-office environment. Prior experience on Customer Operations and support is a plus
  • 1 year of public cloud (Softlayer, AWS, Azure)
  • 1 years or multi-hypervisor (VMWare, KVM, Hyper-V, VirtualBox)
  • 1 years for advanced PowerShell scripting
  • 3 years of JavaScript, CSS
  • 1 years of Linux Server (install, manage)
  • 2 years of Windows Server (install, manage)
  • 2 years of Quality Assurance
  • 2 years of public cloud (Softlayer, AWS, Azure)
  • 2 years of multi-hypervisor (VMWare, KVM, Hyper-V, VirtualBox)
  • 3 years of Quality Assurance
39

Sustaining Engineer, Level Support Resume Examples & Samples

  • Monitor Help Desk requests
  • Monitor Platform up-time & availability
  • Troubleshoot system issues, help recreate customer issues
  • Provide day to day support to external and internal users
  • Serve as primary support liaison between Engineering and Customer success and customer
  • Keep customer informed of how and when problems are resolved via COPs
  • Working on customer escalations
  • Work on Customer escalations – (Combination of Priority, Severity, Customer temperature matters here and pick the HOT issues as directed by the manager)
  • Work with L1, SE, TAMs (if required) to understand the business / customer impact, product and support impact
  • Triage, analyze logs, reproduce the issue and work towards identifying workaround as well as RC
  • Set up with Dev instance with all developer tools, reproduce the issue and walk through the code to identify the problematic area
  • Indicate the issue to developer and recommend short / long term fixes
  • Work on other tickets (internal customers, SE, Sev-3 customer tickets or pending issues from the past)
  • Customer escalations – Generate metrics and reports (monthly, quarterly, yearly as applicable)
  • Product Knowledge – Work on the current released and upcoming version of the product and features enhance knowledge and get ready to handle escalations
  • Knowledge transfer to L1 / customer - Write Knowledge Base articles for “known issues” for which workaround is already identified (to facilitate L1 or customers to apply the workaround, if possible)
  • Work with product management for Enhancement, Improvement prioritization based on customer requests
  • Work with Engineering on regular defect prioritization meetings and highlight customer issues
  • Keep track of all customer escalations (short / long term fixes and improvements)
  • White paper or Blogs for any new solution identified
  • Keep track of all known customer facing issues and ensure release notes cover them
  • Contribute towards product quality – JIRA / Zen desk trends, metrics and highlight quality concerns
  • Contribute in Customer success activities - Test fest, Wiki update etc
  • Analyze log history (monthly) from Production systems – identify any quality concerns, unnecessary “errors” / “exceptions” or concerning items and bring it to the attention of Engineering / CTO office
  • 5+ years of IT experience in a multi­-office environment
  • Java, RDBMS / SQL Experience
  • Some experience with one or more flavors of Linux is required
  • Knowledge and experience with virtualization technology and cloud computing is highly desirable
  • Ability to understand complex systems and business modeling concepts, business systems development and analysis
  • Ability to utilize tools and software to diagnose and triage application, network and system issues
  • Capable of communicating on technical bridges and providing problems to resolution
40

Manager Level Support Resume Examples & Samples

  • Define and manage all aspects of the Level 2 Support organization including personnel, processes, and tools, while maintaining financial metrics
  • Contribute to triage efforts and organize triage resources during high severity issues
  • Write and review Root Cause Analysis (RCA) documents
  • Drive processes to oversee incident, problem, and escalation management to ensure SLA compliance across customer base in support of both SaaS as well as on premise licensed software customers
  • Focus on establishing continuous process improvement of our 24x7 Support Operations to include linking and reporting of re-occurring issues and prioritizing associated fixes
  • Drive training of support personnel throughout the organization to improve quality of support as well as speeding time to resolution
  • Establish tools and metrics to monitor support performance for the purpose of proactive process improvement
  • Grow the support knowledge base for both internal and client use
  • Collaborate with Sales, Marketing, Development and Services to improve and expand the capabilities of the support organization
  • 10+ years of related IT service desk technical experience
  • 5 + years of managing global technical support teams
  • Worked in a SaaS controlled enterprise environment
  • Experienced with deep technical software triage in a production environment
  • Knowledge of HIPAA and financial data protection laws and practices
  • Working knowledge of SQL language; Oracle PL/SQL experience desirable
  • JAVA knowledge and proficiency a plus
  • Strong knowledge of ITIL based principles
  • Bachelor’s Degree, preferably in the Computer Science or similar area of study
  • Proven history of success in managing teams that provide technical support to SaaS based clients
  • Demonstrable experience with implementing support processes and tools, including customer portals and SalesForce CRM, and JIRA
  • Exceptional organizational, written and verbal communication skills
  • Support a culture and reputation for excellence
  • Proven experience working in a fast-paced environment, with the ability to manage changing requirements on a regular basis
  • Proven client-facing skills, including demonstrable experience managing high impact customer escalations supporting mission critical applications
  • Proficient in Microsoft Word, Excel and PowerPoint; Visio desirable
  • Understands Agile software development process and familiar with at least one software language
  • Ability to travel as needed to client sites and Bottomline offices as appropriate
  • Reports to Senior Director of Customer Support
41

Second Level Support Analyst Resume Examples & Samples

  • Troubleshoot and manage incidents escalated from first level support by either applying a resolution or escalating accordingly
  • Manipulate data to resolve complex issues
  • Work cross-functionally with internal and external stakeholders (IT, corporate division, 3rd party vendors, associate stores) to coordinate and resolve issues in a timely manner
  • Act as subject matter expert on Retail Systems projects and releases, liaise between the project/release cycle and the service desk
  • Provide ongoing knowledge to the first level analysts through additions to the knowledge base and other methods
  • Create, review and facilitate the submit process for communications to be sent to stores
  • Keep abreast of changing technologies within Retail Systems
  • Participate in team meetings and provide regular status reports to the Team Lead
  • Provide rotational after-hours support coverage
42

Level Support Technician Resume Examples & Samples

  • Deliver remote troubleshooting support directly to customers for assigned products
  • Respond to customer emails regarding technical support issues
  • Provide training to distributors, service partners, and customers
  • Report failure trends to Global Service and Sustaining Engineering and support corrective measures
  • Help drive cost reductions by assisting the Service and Sustaining engineering teams with failure analysis
  • Assist the Global Service Engineers with input for design for serviceability initiatives on assigned products
  • Review service procedures and processes in order to improve repair cycle times, improve the quality of the documentation, and expand field based procedures
  • As necessary, assist engineering with testing corrective actions related to known failures
  • Provide on-site support to customers as required
  • Assist in continuous improvement initiative within the S&R organization
  • Other duties may be assigned according to the needs of the business
  • Maintain awareness and comply with Bard’s Quality Management System, specific Quality policies, and any applicable laws and regulations as they apply to the position
  • Complete any planned quality and compliance training within the required deadlines
  • Identify and report any quality or compliance concerns immediately to the Quality organization
  • Special assignments as determined by business needs
  • Proficient in the use of a personal computer with intermediate level of keyboarding skills, MS Excel, MS Word, MS Access
  • Strong technical and problem-solving skills
  • Ability to manage multiple deliverables under tight deadlines
  • Fluent English (reading, writing, verbal)
  • Knowledge of quality and safety regulations
  • BS in engineering is desirable
  • Lean Six Sigma background is preferred
  • Previous experience in healthcare device service preferred
  • Associates degree in a technical field; engineering is preferred
  • Minimum five (5) years experience servicing electro-mechanical devices
  • Documented success in previous service and support roles
  • Understanding of electronic equipment down to the component level
43

Retail One Level, Support Resume Examples & Samples

  • Troubleshoot and resolve incidents escalated from Help Desk. When resolution of escalated issues is not possible, capture detailed logging, analyze code/scripting/data and escalate to the development team for further analysis
  • Assist and provide direction for junior analysts in the identification and resolution of application and customer issues
  • Review and analyze daily production system logs including Windows event logs
  • May require working with customers or store personnel to recreate and troubleshoot issues
  • Provide functional and technical support for customers and communicate the status of incident resolution to various teams and/or customers
  • Use reports to analyze overall system health and make recommendations based on findings
  • Monitor incoming system e-mail alerts and alert appropriate personnel of abnormalities; identify and resolve production problems in a timely manner to meet service levels and standards based on customer requirements
  • Create batch files and jobs to archive and purge data files. This one is covered in the section “vb scripting skills” – that’s why we are asking for those skills sets
  • Create and monitor VM’s in a lab environment. Setup and configure Windows Servers for use with Storenext and POS software. Most of this is covered via analyze system logs; implement patches and updates, proactively identify problem trends, performs ongoing tuning of servers and jobs. The only part that is not as clearly specified is building a server. Everything post build of a server is part of the job description. I could add in a “plus” in the job description of something like “ability to build new servers and maintain VM environments a plus”
  • Monitor SQLSafe backups and ensure backups are working. Modify jobs for optimal backup configurations. Covered under “performs backup and recovery of servers”
  • Monitor space and backup jobs are working. Work with SQL DBA’s to ensure backups are working. Covered under “performs backup and recovery of servers”
  • Work with developers on program improvements. Analyze C# code and look for any improvements and/or issues with existing applications. Covered under “Analyze system and application logs for abnormalities and work with the product teams to coordinate fixes and the implementation of patches or updates”
  • Able to perform multiple tests on data integrity checks This is part of the functional and technical support for customers and communicate status of incident etc
  • Create sql scripts to automate data extracts and reports for customers. Covered under SSIS experience and SQL experience requirements “Ability to write SQL complex queries – MUST”
  • Build out and test new servers and databases in ACCEPT and Lab environments. Not as clearly stated, would probably want to add a line to the job description for “build and maintain any necessary dev/test environments to support the production applications”
  • Analyze system and application logs for abnormalities and work with the product teams to coordinate fixes and the implementation of patches or updates
  • Analyze the “customer experience” and recommend solutions when problem areas are identified
  • Develop and maintain Operations support standards and procedures and other documentation as required. Create detailed operational and troubleshooting documentation for use in a technical knowledge base; including continual update of information in the knowledge base with any changes
  • Participate in 24x7x365 on-call rotation
  • Ensure quality services are delivered and performed to the agreed SLA’s ensuring expectations are achieved or exceeded
  • Proactively identify problem trends and known error conditions and work towards a permanent solution
  • Assist Development staff with SQL Server related tasks and issues. Overall tasks are focused on maintaining steady and reliable systems and subsystems for internal and external customers and users
  • Preference given to candidates with these additional skills
  • Writes SSIS (SQL Server Integration Services) ETL packages for data migration
  • Writes stored procedures, functions, triggers for production database maintenance
  • Performs ongoing performance tuning and optimization activities of servers and jobs
  • Performs backup and recovery of servers
  • Assist in the definition and implementation of database standards
  • VB Scripting skills
  • C# .Net
44

Engineer nd Level Support Global Integration Support Resume Examples & Samples

  • As contact window from Key account to operation, help solve all shipment related matters to maintain and continuously improve the service quality
  • Pro-active monitoring on B2B integration platform and system checking tasks according to SOPs
  • 2nd level Support on B2B integration platform (either incident handling or service requests )
  • Perform Oracle CRM (Oracle Sales Cloud) platform - tWINs support tasks (either incident handling or service requests ) based on SOPs
  • Advanced tasks on tWINs platform to handle tasks such as maintain existing reports/develop new reports/ analysis/dashboards
  • Participation in shift handover on a global basis (follow the sun) according to handover procedures
  • Participation of different meetings ,e. g. deployment meeting, support alignment calls
  • Reports on major local activities that might have any impact on the integration platform
  • Supports global quality improvements and global collaboration
  • Submits solutions for corrections and changes to the development department
45

Principal Level / Support Analyst Resume Examples & Samples

  • Use your support expertise working on software issues raised through the IT Service Desk and assigned to you, triaging them and delivering to a successful and timely conclusion
  • Solve defects from exhibited symptoms; devise potential a work-around for customers and enter an in-depth technical analysis of root cause into the defect tracking system
  • Process improvements development for service level agreements on support activities as requested – improving resolution times or quality as needed (e.g. maintain and share info on resolved issues, identify improvements to ‘support’ documentation, etc.)
  • Mentor less experienced team members, helping them to develop application support knowledge and skills necessary to work with you and to perform their roles effectively
  • Take lead on deep-dive technical investigations used to troubleshoot application defects or software bugs. Work within a triage team that may involve International L3 Engineering and other support groups
  • *This is not an exhaustive list of duties, for a complete job description please email Melinda.lane@parexel.com.***
  • Be the "Chuck Norris" on support for commonly used JAVA programming languages, working with class-based, object oriented components and services
  • "Inspector Gadget" ofanalytical and problem-solving skills demonstrated by a previous job title(s)
  • Experienced with 3rd party application & product integrations mostly on Windows Platform using various script libraries to automate including JavaScript and PowerShell
  • Thorough understandings of the JAVA web application stack and experienced in working within a hosted environment including Tomcat/Jboss/JVM/JDBC, - XML/XSLT, - HTML, JavaScript, JQuery, AJAX
  • Strong hold on Oracle (11g) – experience with proving support for hosted enterprise JAVA applications that interfacing with a large scale relational database. Working with database connectivity components including JDBC/Hibernate/SQL/Stored-Procedures/ Triggers/Views
  • Must be able to lead triaged technical investigations
  • Solid experience in related software engineering field
  • Experience of working in a commercial software development environment (typically gained over at least 10+ years)
  • Experience of providing engineering supporting for technology products, in a commercial large scale environment
46

Senior / Level Support Analyst Resume Examples & Samples

  • Previous experience in large scale web applications & knowledge in web technologies such as PHP, Golang, JS, mysql, RabbitMQ, Elasticsearch, Memcached, GIT, HTTP, SOA, IT infrastructure, etc
  • Experience in Linux and Terminal commands
  • Have a professional attitude and be capable of dealing with customers from all levels of the organization and work well in a team environment
  • Must have an overall idea about the process of cross-functional teams such as Development, QA, PM, DBA, System engineers, etc
  • Ability to work under pressure but work independently with minimal supervision
  • Work with multiple repositories using different technologies
47

Level Support Resume Examples & Samples

  • Facilitate L3 support for all applications in Client Access Online portfolio
  • The individual is required to possess strong technical skills with hands on technical expertise. This primarily is not a people manager role but a technical expert role
  • Candidate should support the applications during production outages
  • Other key responsibilities include
48

Level Support Technician Resume Examples & Samples

  • The Desktop Support Specialist has the authority to access end user desktop and laptops to provide support and resolution of issues affecting performance and efficiency
  • Assists the business with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines
  • Interact with numerous computer platforms in a multi-layered client server environment
  • Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, application servers, and administrative systems
  • Assist in developing long-term strategies and capacity planning for meeting future desktop hardware needs
  • Support for connectivity issues (in conjunction with Network Manager) to home-workers, mobile staff, etc
  • Evaluate documented resolutions and analyze trends for ways to prevent future problems
  • Provide recommendations to improve flow and function of the Support Desk
  • Deploy equipment as needed (new hires, approved replacements, etc.)
  • Receive equipment orders and update inventory
  • Manage and complete projects as assigned 100% of time
  • Document all pertinent end user identification information, including name, contact information, and nature of problem or issue
  • Prioritize and schedule problems. Escalate problems (when required) to System Administrators after all resolution attempts and research attempts are exhausted or limited rights prevent applying the resolution
  • Record, track, and document the help desk request problem-solving process
  • Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
  • College degree in computer science and/or equivalent work experience
  • HDI Support Center Team Lead (HDI-SCTL) or HDI Support Center Analyst (HDI-SCA) certifications are preferred
  • Experience with Service Now
  • ITIL V3: Achieving Foundation Certification is preferred
  • Very strong customer service orientation
  • Ability to present ideas in business friendly and user friendly language
  • Extensive experience with core insurance software applications and processes
  • Proven analytical and problem-solving skills
  • Knowledge of basic computer hardware
  • Experience with desktop and server operating systems
49

Equity Level Support Resume Examples & Samples

  • LINUX/UNIX knowledge
  • Skilled with Shell, and PERL scripting
  • Solid knowledge of equity markets and order types
  • Solid knowledge FIX
  • Skilled in SQL
  • Minimum of 3 years relevant Production Support and incident management experience
  • Ability to work weekend, and on call rotations if required
  • Unbridled enthusiasm and desire to be the best in class
  • A mind-set of continuous improvement
  • Unwillingness to accept status quo and a passion for driving transformational change
  • Natural communicator
  • Ability to best leverage the diverse resource pools and skills available to deliver results
  • Thorough understanding of the value and application of technology
  • Innovative and prepared to try different ideas where this could be beneficial to the environment and our clients
  • Experience in development or support in business line
  • Knowledge of some of FX and Equities processing
50

Engineering Level Support Analyst Resume Examples & Samples

  • Level II platform support for technical issues: ensuring that questions or concerns are handled in a timely manner and are fully documented in our ticketing system
  • Voice of our stakeholders to analyze their needs, escalating to our Product and development teams appropriately
  • Go-to expert on our products, their expected behaviors, and key metrics, retaining the ability to make suggestions for product and process improvements
  • Troubleshooting requests including campaign performance, delivery, supply questions, scalability, and partner data integration, using code sniffers, SQL, and internal tools
  • Collaboration with other Support team members to build knowledge as well as facilitate product communication and updates across the team
  • Rotating weekend on-call schedule for incident management
51

Level Support Service Manager Resume Examples & Samples

  • Directly support the level 2 technical support team
  • Maintain high level of ITIL Service Desk knowledge to effectively support incident, major incident, problem, change and configuration management
  • Together with other members on the team, act as the single point of contact for customer escalations and service assurance related issues
  • Provide support and escalation where necessary to ensure that SLA targets are met for incidents and changes
  • Ensure that all change introduced to the customer environment have been fully reviewed and compliant with the governance process
  • Deliver performance reports and score cards for the video platforms and services while tracking the team’s effectiveness in delivering on the targets
  • Actively participate in all incident, problem, and change reviews while developing service improvement plans in response to post mortem analysis, trends observed and areas of opportunity highlighted in the scorecard
  • Identify gaps in processes, make recommendations, and implement service improvement plans
  • Maintain operational support documentation, both internal and partner facing
  • Maintain sufficient level of technical product knowledge
  • Working knowledge of the ITIL methodology
  • Well-organized, able to prioritize work in a dynamic environment – meeting changing business needs
  • Meticulous and adherence to quality delivery at all times
  • Ability to work in a time sensitive and high pressure environment
  • Interest in acquiring technical and business knowledge relating to video services
  • In depth knowledge of content delivery over the internet
  • Proven consulting, communication, negotiation and presentation skills at technical level
  • Clear track record of using teamwork to create a competitive advantage
  • Proven coaching/training abilities
  • Leader, self-reliant and team player who can function with little supervision or direction
  • Available 7/24 for escalations
  • Ability to organize, lead and influence cross-functional teams and drive business results from groups not directly under your management
  • 5+ years experience in a related discipline field
  • Exposure/experience in project management, Telecom / IT Operations would be an asset
52

Software Engineer Level Support Resume Examples & Samples

  • Triage, troubleshoot, and quantify Level 3 issues working with Core Apps technical leadership and Product owners
  • Resolve Level 3 issues where your expertise enables it
  • Work with the Customer Support, Development, Project Management, and Product Management organizations to address Level 3 issues as they align with projects, releases, patches, and other efforts
  • Recognize patterns of Level 3 issues and potential root causes, and advocate for investigation and/or holistic fixes
  • Work with the developers, testers, and other team members to gain a comprehensive understanding of new and existing products and features
  • Leverage your self-starter instincts and capabilities to discover opportunities to contribute to the Core Apps development activities
  • Maintain, enhance, and extend UpToDate’s customer facing applications
  • Work closely with software test engineers to develop deep and thorough coverage
  • Advocate for approaches that drive quality and productivity
  • Plan and execute tasks within an Agile/Scrum environment
  • Remain current with evolving industry trends and technologies in software development
  • 2+ years in a development, Level 3 support, or equivalent role
  • Experience and technical creativity demonstrated in understanding a complex multi-tiered distributed application
  • Excellent analytical and debugging skills, with strong attention to detail
  • Good judgment, strong problem-solving and decision-making skills, and a finely tuned balance of technical purity and pragmatism
  • Full stack development skills including Java, JavaScript, CSS, and HTML to implement modular, high performance, and functional user interfaces
  • Experience with multiple server-side Java development technologies and tools such as servlets, Spring, Jersey, JDBC, MyBatis, XML, JSON, JMS, ActiveMQ, Apache web server, Tomcat
  • Knowledge of common design patterns, design principles and industry best practices
53

Application Dvlp & rd Level Support Resume Examples & Samples

  • Region , Customer, Project Name : Ericsson GF IT
  • Replacement against Resignation : Replacement Hiring
  • Resource : Mihir Sanyal, LWD - 13-Feb-17