Software Support Analyst Resume Samples

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JM
J Maggio
Jennings
Maggio
2856 Osinski Ford
Boston
MA
+1 (555) 355 7233
2856 Osinski Ford
Boston
MA
Phone
p +1 (555) 355 7233
Experience Experience
Philadelphia, PA
Software Support Analyst
Philadelphia, PA
Jacobi-Reinger
Philadelphia, PA
Software Support Analyst
  • Creating sample applications, add-ons, and scripts for developers
  • Providing technical support and expertise to Ellucian Colleague system users, internal Ellucian staff and to the support staff of partner companies
  • Advising and providing guidance on use of our product APIs and related SDKs and tooling to external developers
  • Providing technical support via the phone and email
  • Contribute to the development of standards and processes
  • Participate in technical design and development activities
  • Perform code reviews when necessary
Los Angeles, CA
FBO Software Support Analyst
Los Angeles, CA
Pagac, Mohr and Keeling
Los Angeles, CA
FBO Software Support Analyst
  • Provide “real time” support in order to offer solutions to customers promptly
  • Analyzes the problem to determine the causes and develops a procedure to solve the problem and (if possible) to prevent its recurrence
  • Determine the nature and specific symptoms of the reported problem. Analyzes the problem to determine the causes and develops a procedure to solve the problem and (if possible) to prevent its recurrence
  • Assist with month end reconciliation for transactions completed in the software
  • Very detail oriented
  • Proficient in the use of computers and a variety of software
  • Other duties as assigned
present
Phoenix, AZ
Financial Planning Software Support Analyst
Phoenix, AZ
Wisozk, Skiles and Ryan
present
Phoenix, AZ
Financial Planning Software Support Analyst
present
  • Provide detailed documentation on all calls in the call tracking system (ARM)
  • Stay abreast of, and comply with, company and department policies and procedures
  • Leads the training of other associates in other areas of the WRPS department (Goal Planning & Monitoring, Client Relationship Management, Go to Training, SharePoint)
  • Perform other duties and responsibilities as assigned
  • Contributes feedback to overall improvement of the Portfolio Management Center and Goal Planning & Monitoring, as well as Client Reporting and assists in implementing corrective actions and solutions as necessary
  • Promotes effective coordination among multiple workgroups in functional areas
  • Use software to remote control end user computers to resolve problems
Education Education
Bachelor’s Degree in Computer Science
Bachelor’s Degree in Computer Science
Georgia State University
Bachelor’s Degree in Computer Science
Skills Skills
  • Demonstrates the ability to learn rapidly and adapt quickly to new processes and technology
  • Strong attention to detail
  • Ability to write and troubleshoot basic/complex SQL statements
  • Accountability and ownership of customer issues and escalations and coordination with other internal divisions
  • Ability to troubleshoot effectively and think out of the box to come up with creative solutions
  • Working knowledge of Microsoft SQL
  • Driving documentation creation and change if existing documentation available externally does not assist in determining the cause of the problem
  • Knowledge of principles and theories of network systems and management
  • Knowledge of Linux operating system installation, file systems, network, and user configuration
  • Able to multitask efficiently and effectively
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15 Software Support Analyst resume templates

1

Software Support Analyst Resume Examples & Samples

  • Ability to get to the bottom of a problem, “sleuth” out the answer and not give up
  • Strong organizational skills and meticulous attention to detail
  • Ability to juggle multiple tasks at once
  • Ability to follow a technical process with precision
  • Ability to work effectively with people and work through issues
  • Ability to lead discussions and communicate effectively
  • Ability to analyze and work with large sets of data
2

Software Support Analyst Resume Examples & Samples

  • Understanding, narrowing and defining the scope of clients concerns in terms of stating the problem and understanding it’s scope
  • Providing technical support via the phone and email
  • Managing client expectations and understanding the nature of the issue in terms of technical impact and pervasiveness
  • Ability to record and document each step of the problem solving effort including any interaction with the client DBA
  • Working with fellow team members to ensure that creative problem solving methodologies and techniques are used. Ie ability to ‘think outside the box’ when solving database problems
  • Ensuring that an adequate amount of process is followed with regards to the amount of time spent working on the problem, documenting the cause and likewise the resolution of the problem
  • Driving documentation creation and change if existing documentation available externally does not assist in determining the cause of the problem
  • This role will be on a roster system for weekend work
  • Engineering Degree (Electrical/Computer Systems/Software Engineering)
  • Science (Computer/Mathematics/Statistics)
  • Ability to prioritise personal workload and multitask as required
  • Ability to initiate the learning of new skills & areas of the database & likewise with the Operating System, programming languages, shell scripts in order to utilise these to assist solving problems
  • Organisational skills in order to manage workload and clients
  • Excellent communication skills both written & verbal
  • Windows OS
  • System Administration skills
3

MAS Software Support Analyst Resume Examples & Samples

  • Resolves customer inquiries by responding to telephone calls and email requests for technical application and deployment support
  • Delivers timely and high quality incident resolution focusing on root cause analysis, prevention, and knowledge transfer
  • Reviews, analyzes, and evaluates user needs and application functions in order to instruct and advise in use of software, manuals, and other documentation
  • Designs and creates SQL scripts and utilities and uses knowledge based tools to solve complex technical issues
  • Works with case management tools providing case monitoring, status updates, documentation, notification, and customer communication
  • Manages customer situations where a customer is experiencing greater than normal difficulties
  • Coordinates internal and external resources, summarizes case history, schedules conference calls with relevant parties, and follows up as necessary
  • Interfaces with R&D resources to bring escalated issues to resolution
  • Sets up lab environments to conduct testing and reproduce issues
  • Verifies issue resolution by creating & executing software test plans and documents results
  • Will be expected to provide on-call coverage during non-business hours and weekends on a rotating schedule
  • Due to the mission critical nature of problems that could result in the loss of life and property, this requires the ability to independently analyze, diagnose, and resolve critical problems in a very short time frame
4

Financial Planning Software Support Analyst Resume Examples & Samples

  • Install, troubleshoot and resolve problems on a wide variety of commercial and proprietary software via telephone
  • Understand and demonstrate a basic knowledge of other RJ systems as well as other third party Vendor applications, such as Morningstar and Hidden Levers
  • Takes ownership of and independently handles the resolution of escalated issues and complex problems; performs analysis on escalated issues and reengineer procedures to prevent reoccurrence
  • Leads the training of other associates in other areas of the WRPS department (Goal Planning & Monitoring, Client Relationship Management, Go to Training, SharePoint)
  • Develops and leads the education and training for the end user “Financial Advisers and Sales Assistants/Branch Professionals”. Provides training around key Goal Planning & Monitoring functionality, such as basic use through advanced Goal Planning & Monitoring plans. Training is scheduled around subject matters as pertinent to the time frame. This will be accomplished through several types of training: over the phone, via remote access of advisors computer and webinars
  • Contributes feedback to overall improvement of the Portfolio Management Center and Goal Planning & Monitoring, as well as Client Reporting and assists in implementing corrective actions and solutions as necessary
  • Promotes effective coordination among multiple workgroups in functional areas
  • Clearly and professionally communicate technical information to others
  • Monitor the call tracking system for new problem reports and change requests in addition to troubleshooting and resolving requests within required time limits
  • Provide detailed documentation on all calls in the call tracking system (ARM)
  • Document product problems and their resolutions in a solutions database for future analyst reference
  • Identify, research, and report them to appropriate software development area
  • Test new product releases in conjunction with software development
  • Financial industry concepts including security reorganizations, compliance requirements, alternate security valuations, cost basis, and gain/loss
  • Various investment and retirement accounts
  • External Accounts and Data Aggregation system
  • Concepts, practices and procedures in supporting computer hardware and software
  • Computer maintenance, backup and restoration procedures
  • Data networks and protocols
  • Using operating system administration and diagnostic tools to troubleshoot and resolve technical problems
  • Learning and applying new information skills and processes quickly and providing comprehensive and objective analysis
  • Organization and attention to detail sufficient to prioritize multiple tasks while working in a fast-paced dynamically changing environment
  • Microsoft Office applications sufficient to produce documents, spreadsheets and email
  • Establish and maintain effective working relationships
  • Handle stressful situations and provide a high level of customer service in a calm, courteous and professional manner
  • Apply critical thinking to quickly ascertain true nature of problems and clearly communicate resolutions in a non technical manner
  • Read, interpret and apply information from technical manuals and other materials
  • Exhibit initiative and self-direction when performing tasks
  • Provide a high level of customer service at all times
5

FBO Software Support Analyst Resume Examples & Samples

  • Provide “real time” support in order to offer solutions to customers promptly
  • Assist with month end reconciliation for transactions completed in the software
  • Maintain documentation from customers and internal staff in an organized manner so that other team members can access the information quickly
  • Availability to travel required for software training
6

Accounting Software Support Analyst Resume Examples & Samples

  • Take ownership of each situation from beginning to end
  • Use Discretion and independent judgment to assess complex problems/situations, apply creative analytics and form intelligent, pragmatic and appropriate solutions
  • Determine the nature and specific symptoms of the reported problem. Analyzes the problem to determine the causes and develops a procedure to solve the problem and (if possible) to prevent its recurrence
  • Use insight and careful investigation techniques to discover the true nature of a problem when the customer is unable to provide clear information. It may be necessary to formulate a theory and test that theory in the absence of a clear procedure. At times, a personal review of the customer’s database may be necessary to obtain all pertinent information
  • Availability to travel required for software training on site with customers (infrequent travel)
7

Geospatial Software Support Analyst Resume Examples & Samples

  • Track user feedback on the customer’s web-based geospatial application. Maintain a database of trouble tickets and provide regular data analysis and reporting on open tickets, Defect Reports (DRs), and enhancements
  • Analyze user feedback to determine if a DR or enhancement is required. DRs will be routed to the development team and tracked using the customer’s DR tool. Enhancements will be designed by the analyst through the development of a software workflow based on user input. Workflows will contain a written use case as well as storyboards outlining the specific functionality of the enhancement. The analyst will be responsible for each enhancement from conception through design and development
  • Enter user feedback into JIRA/REMEDY as needed for all DRs and Enhancements. The Analyst will also be responsible for ensuring timely resolution of all DRs and Enhancements. In addition, the Analyst will be responsible for developing analytical reports on DRs and Enhancements, as well as developing and delivering briefings and presentations on DR and Enhancement status
  • Monitor progress of software enhancements as they move through the AGILE process. Ensure that all DRs are addressed in a timely manner and feedback is provided to the customer. Ensure that all enhancement designs, documentation, and storyboards are created in a timely manner and delivered to the development team
  • Attend daily/weekly status, feedback, and scrum meetings as required
  • Perform helpdesk duties to include email response an disposition of DRs and enhancements as appropriate
  • Develop user stories/features based on customer feedback inputs
  • Field telephone requests, answer questions, and report on disposition of fixes and enhancements
  • Provide liaison to the Operations Center and Enterprise Service Center
  • 7-10 years of experience
  • Knowledge of the IC and IC work experience
  • Demonstrated knowledge of the Agile software engineering process
  • Demonstrated ability to perform database entry activities
  • Bachelor’s Degree or equivalent in Business, Political Science, Systems Engineering, or Program Management
  • Knowledge and experience with JIRA
  • Previous Help Desk experience
  • Knowledge of the IC customer base to include Combatant Commands, Services, and Allied customers
8

Software Support Analyst, Associate Resume Examples & Samples

  • Experience or knowledge working with Ellucian products, Academic Advising, or related software/processes
  • Knowledge of Oracle RDBMS and/or Application Server products
  • Hands-on installation and administration experience with these products
  • Ability to debug Oracle Pro*C, Oracle Pro*Cobol, Oracle Forms, and PL/SQL
  • Familiarity with Java applications and their troubleshooting (interpreting stack traces, etc.)
9

Software Support Analyst, Associate Resume Examples & Samples

  • Knowledge or experience in: HTML5, JavaScript, web debugging, Tomcat, WebLogic, Java, RabbitMQ, SQL Developer, Oracle DBA
  • Strong analytical and troubleshooting skills to effectively address technical issues. Must be able to analyze and resolve problems quickly
  • Team-oriented individual
  • Strong customer service orientation and experience with excellent communication skills, both written and verbal
  • Experience or knowledge working with Degree Works, Ellucian products, Academic Advising, or related software/processes
10

Software Support Analyst, Associate Resume Examples & Samples

  • Knowledge or experience with REST ASPIs/JSON
  • Experience in Amazon Web Services (AWS)
  • Knowledge on the Data Warehousing concepts like Facts , Dimensions , SCDs etc
  • Understanding of ETL design and best practices
  • Experience or knowledge working with best of breed business intelligence tools (Tableau, Jaspersoft)
  • Knowledge of big-data architectures including Vertica and PostGres
  • Ability to debug Oracle PL/SQL
11

Software Support Analyst Resume Examples & Samples

  • 4+ years of Software Development or Technical Support experience
  • Expert hands on knowledge of Microsoft SQL Server relational database technology
  • Advanced knowledge of ASP.net technologies
  • Hands-on advanced experience with Web Application servers, such as IIS or Tomcat
  • Significant experience analyzing system logs, event logs, crash dumps, SQL Trace files, etc
  • Experience working within a Quality system
12

Software Support Analyst Resume Examples & Samples

  • Research available software products and/or solutions and recommend implementations
  • Implement proposed solution
  • Assist Product Owner and Scrum Master in planning project related user stories
  • Contribute to the development of standards and processes
  • Enforce coding standards and best practices
  • Participate in planning of daily activities with the team members
  • Participate in technical design and development activities
  • Perform code reviews when necessary
  • Support the team in troubleshooting technical issues
  • Bachelor's degree in Computer Science or related areas
  • Minimum of 3 years of experience in Java/ J2EE
  • Experience OOP/ OOD/ Design Pattern
  • Experience Java Frameworks and technologies including Spring and Hibernate
  • Good knowledge of Web Architecture/ Technologies, Websphere, Tomcat
  • Knowledge Web Services SOAP and REST
  • Experience JavaScript, jQuery, Ajax, JSP, Servlets
  • Experience in Database, DB2, MS SQL
  • Knowledge of Build Methods, Maven or ANT
  • Code Repository familiarity with SVN
  • SSL and other security principles
  • Windows, Linux, and AS400
  • Banking experience in nice to have but not mandatory
  • Experience in Contact Centre
  • Ability to dig down independently
  • Familiar in Agile/Scrum methodology
  • Demonstrated ability to learn new technologies, applications and systems
13

Associate Software Support Analyst Resume Examples & Samples

  • Support Ellucian clients in troubleshooting and resolving issues
  • Document issues within Ellucian’s tracking system and follow issue progress through resolution
  • Develop effective working relationships with other Ellucian staff
  • Familiarity with networking protocols, AWS and cloud/SaaS deployments
  • Experience or knowledge working with Ellucian products or other higher education products
  • Experience with application software and/or database administration in higher education, specifically on UNIX-based environments
  • Ability to write simple programs and scripts for use in debugging issues
14

Software Support Analyst Resume Examples & Samples

  • Work both independently and as an active, contributing member of a team
  • Good understanding of the Banner Human Resources product (3 years), including setup of functionality and day-to-day processing
  • Must have strong/proven analytical and troubleshooting skills to effectively address functional and technical issues. Must be able to analyze and resolve problems quickly
  • Higher Education experience in Human Resources
  • Understanding of Human Resources Interface between Finance And/Or Financial Aid products
  • Understanding of CALBHR processing
  • Understanding of ACA/W2 processing
  • Understanding of Cornerstone Talent Management system
  • Understanding of database structures
  • Familiarity with basic Unix/Linux commands
  • Ability to write and troubleshoot basic/complex SQL statements
15

Software Support Analyst Resume Examples & Samples

  • Administration of SW ALM and development environment tools
  • Supporting business users on application incidents/ changes requested on SW environment applications
  • SW Development environment applications deployment, upgrades, handling process & workflow customization
  • Identifying, troubleshooting, and resolving problems with the tools configuration
  • Supporting and executing 3rd party software/product updates and any required integrations
  • Fine tuning of SW Development environment server setup, monitor and fix server issues
  • Continually seeking methods to enhance and improve upon SW dev environment applications and configurations
  • Degree in Computer Science and relevant work experience of 5 years or more
  • Expertise in functional and technical application management of ALM applications (like Atlassian and/or Collabnet) and repository managers like Nexus
  • Experience with SW continuous integration platforms (like Jenkins and/or Bamboo) and SW version control systems (like SVN and/or Git)
  • Understanding of tools used for code analysis (Coverity) and for open source software compliance (BlackDuck)
  • Conceptual ITIL Knowledge with understanding on Agile / scrum methodology
  • Knowledge of Release Implementation process during life cycle of project
  • Experience with web server administration (Apache, Tomcat)
  • Ability to use performance monitoring tools and able to setup monitors
  • Any experience in using or administering Rational Doors/ Doors Next Generation is an added advantage
16

Software Support Analyst Resume Examples & Samples

  • Assist customers in issue-resolution utilizing your foundation of technical knowledge surrounding enterprise software and hardware
  • Respond to inquiries through e-mail, phone and internet; diagnose and resolve issues using prescribed troubleshooting techniques, and document efforts
  • Shifts available include 7am-4pm; 8am-5pm;10am-7pm
  • Focus is on customer satisfaction and customer response time
  • Be prepared for monthly code releases / service packs
  • Regularly work with multiple queues, multiple systems
  • Significant time researching multiple log files to identify and determine solutions for clients and users
  • Three or more years of experience in a similar role, with a demonstrated ability to learn and adapt to new technology
  • Excellent verbal and written communication skills with the ability to interact with all levels of an organization, and with people of varying technical knowledge and skills
  • The technical environment we support includes HTML, CSS, web servers, SQL, JIRA, and ERP software (Oracle PeopleSoft, and Ellucian Banner and Colleague)
  • Bi-lingual Spanish Speaker ideal, but not required
  • Experience researching/using log files to analyze and develop solutions
17

Software Support Analyst Resume Examples & Samples

  • Programming experience in C#
  • Experience writing SQL queries
  • Knowledge of SQL Server and other relational databases
18

Software Support Analyst Resume Examples & Samples

  • Computer Science or equivalent degree
  • 3+ years of experience with Java development, including with Java frameworks (e.g. Spring)
  • Significant experience with web applications and relevant languages (e.g. JavaScript)
  • Strong interest in collaborating with colleagues
  • 2+ years Maven experience
  • Advising and providing guidance on use of our product APIs and related SDKs and tooling to external developers
  • Updating and maintaining our SDK
  • Fixing API related issues reported by developers
  • Participating in our technical forum discussions
  • Writing technical articles - sharing technical tips and insights
  • Creating sample applications, add-ons, and scripts for developers
  • Staying up to date on product releases which impact integrations and add-ons
  • OSGi and Maven plugin development
  • Atlassian's products
  • Interest in open source technology
19

Line Software Support Analyst Resume Examples & Samples

  • Providing 2nd level support to the first line team, consultants and external clients
  • Build strong relationships internally and with client representatives and demonstrate natural ease and effectiveness when dealing with clients/colleagues at all levels
  • Configuration and support of Willis Towers Watson’s software, assist with day to day technical issues and resolving them in a timely and effective manner
  • Delivering support that meets or exceeds client expectations
  • Providing technical input and support to other teams and Technical consultants when required. Training clients on installation and on-going support of software products
  • Assist in the management of our lab environments to allow complex testing of products
  • Provide training to 1st line support team (as part of our continuous development program)
  • Provide feedback to the development team about possible enhancements to the software
  • Assist in the growing of our support knowledge system, so that complex issues can be quickly resolved
  • Previous experience in an IT Helpdesk / Application or Software Support role
  • Client facing skills acquired from a Consultancy or Software House
  • Knowledge of server hardware and configurations; particularly Microsoft products
  • Microsoft Windows (including Windows Server) and basic networking knowledge
  • Experience with either Citrix or another Virtual Desktop Infrastructure
  • Excellent organisational skills and the ability to work with limited supervision
  • Excellent communication, problem solving and analytical skills including experience in a client facing role
  • Knowledge of Microsoft Operating Systems, File Permission’s C/C++, Active Directory
  • SQL Server experience including SQL querying, database structure and database maintenance
  • Knowledge of IIS to investigate and diagnose issues
  • Knowledge and Understanding of ITIL
  • Additional language
  • Desirably educated to degree level
  • Knowledge of Office (Excel), including using VBA
  • PowerShell / other scripting languages
  • MCSE or other key IT certifications
  • Knowledge of Insurance of Financial Risk software (nice to have but not mandatory)
  • Experience in working with high performance or distributed computing I.e. Microsoft HPC or DataSynapse
  • Understanding of Cloud based technologies. I.e. Azure and AWS
  • ITIL Foundation qualification
  • Interest in keeping up to date with the latest technologies (eg SQL 2016, Windows Server 2016)
20

Software Support Analyst Resume Examples & Samples

  • Respond to requests for technical assistance
  • Diagnose and resolve technical issues
  • Research questions using available information resources
  • Advise user on appropriate action
  • Redirect problems to correct resource
  • Track and route problems and requests and
  • Customer service mindset
  • Very organized, with multitasking skills
  • Knowledge of web applications diagnosis / troubleshooting
  • Knowledge of SQL language and experience using relational databases with preference for SQL Server
  • Retail and/or ecommerce experience is a plus
  • Fluent in Portuguese and English, any other language is a plus
  • Great team player
  • Flexibility, with a problem solving attitude
21

Software Support Analyst Resume Examples & Samples

  • Provide technical and product support for a wide range of customers and technical issues
  • Provide basic system and network administration
  • Accountability and ownership of customer issues and escalations and coordination with other internal divisions
  • Excellent communication skills with customers and internal resources
  • Manage knowledge and documentation of products and proprietary information to improve customer support
  • Maintain a database of FAQ and technical documents
  • Maintain an online knowledgebase and community for customer base
  • Frequent lifting up to 30 lbs
22

Software Support Analyst Resume Examples & Samples

  • Develop both functional and technical knowledge of the space management application suite
  • Thoroughly test client issues to determine root cause
  • Track and resolve client issues in a timely manner
  • Attend client status meetings to review open issues
  • Effectively manage client expectations
  • Foster positive relationships with clients to ensure client retention
  • Perform system training for internal personnel
  • Perform system testing and quality assurance testing of new functionality and software releases
23

Software Support Analyst Resume Examples & Samples

  • LOCATION - REMOTE FROM HOME (ANYWHERE IN THE US)- NO TRAVEL
  • MUST have Colleague product exp
  • F/t salaried role
24

Software Support Analyst Resume Examples & Samples

  • You work with the customer via Desktop Sharing, telephone and /or email. Through configuration and database analysis and log file analysis, you take the necessary analytical steps to systematically narrow down and clarify the defect as necessary. You guide the customer (administrator) in the implementation of these steps
  • Where possible and covered by the service contract, you develop a solution for the customer and ensure that it is implemented correctly. For this, you work closely with our international team of experts and responsible software developers. If during the course of the analysis a software defect is duplicated, you coordinate the correction of the error with the respective software developers. In critical cases you are involved in the prioritization of development resources
  • You document all activities and communicate to all parties via phone and ticketing system. You inform appropriate departments of certain requests that are initiated by customer, but are not covered by standard maintenance contract. You provide excellent client management, responsive follow through, and communication of client issues within customer support. You understand the customer issue and urgency to keep the client satisfaction rate high
  • You prioritize numerous issues of varying severity, and effectively manage the resolution of all issues within accepted maintenance agreements
  • You anticipate causes for escalations and proactively help diffuse an escalation by providing comprehensive information to the customer about their case, and ensuring they feel confident in Siemens ability to resolve their issue
  • You perform special projects and other duties as assigned and become a subject matter expert to guide our customers on analyzing and reporting Teamcenter application issues
25

Software Support Analyst Resume Examples & Samples

  • Responsible for resolving problems and incidents as they occur, work with Level 1 and 3 support personnel to ensure proper steps are taken to resolve those problems and incidents, document new processes and procedures for use by other analysts working on similar applications
  • Must be able to work in a 24x7 schedule (one week out of every 2 month you are on call off-hours and weekends)
  • Must have ability to work in a multi-system and multi-platform environment
  • Responsible for coordination with operations center staff to ensure monitoring of production systems
  • Responsible in deploying application upgrades in a Linux environment
  • Responsible for reading and writing Bash and Perl scripts for automated research and file movement
  • Responsible for tracing errors in Java using source and stack trace data and debug Bash and Perl scripts
  • Responsible for following procedures for processing of batch files, troubleshooting and reporting errors
  • Responsible for documentation of processes and procedures relating to deployments, troubleshooting and environment maintenance for our applications
  • Excellent working knowledge of Linux and network technologies
  • Moderate skills on TCP/IP networking concepts and understanding of firewalls and proxies required
  • Knowledge of advanced Unix/Linux/Windows commands
  • Experience writing SQL for relational databases (Oracle, Sybase, MS SQL Server, etc.)
  • Prior experience in a Level 2 or Technical Helpdesk role preferred
  • Prior experience in a PCI environment or the Payment Industry preferred
  • Ability to utilize computer operating systems utilities
  • Strong communication, customer service, organizational skills, and strong troubleshooting skills are a must
  • Excellent oral and written communication skills, ability to work in a team environment, good customer interaction skills are desired
26

Software Support Analyst Resume Examples & Samples

  • 2+ years of experience with HTML / JS
  • High School Diploma / GED
  • Familiarity with Web Development and Troubleshooting tools (e.g. Charles, Fiddler, etc)
  • Associate's and/or Bachelor's Degree in a related field
  • Familiarity with VAST, VPAID, and MRAID specifications
  • Familiarity with video ad serving and/or servers (Sizmek, DCLK, Atlas, etc.)
  • Familiarity with MySQL
27

Software Support Analyst Resume Examples & Samples

  • The formal education equivalent of a bachelor’s degree in computer science, mathematics, or a related field
  • At least two years of experience in programming and/or system analysis
  • Experience provisioning and configuring Linux server systems
  • Experience provisioning and configuring Window server systems
  • Experience with automation systems like Chef, Ansible, or Puppet
  • Experience with installing and configuring a web server like Apache, NGINX, or IIS
  • Experience with at least one scripting or programming language (Bash, Python, PowerShell, PHP)
  • Knowledge of Linux operating system installation, file systems, network, and user configuration
  • Knowledge of principles and theories of network systems and management
28

Software Support Analyst Resume Examples & Samples

  • Assists with system administration support (the installation and configuration of software) to the servers. Includes but is not limited to license managers, technical software administration suites, analysis, and automation software
  • Provide hardware system configuration analysis, specifications, and recommendations that determine hardware replacement/upgrade priorities
  • Manages and drives the future developments of customized environments
  • Assist with support for customized environment including planning, testing, and implementation prior to the deployment of upgrades and security patches
  • Assists with analysis of system capability; develops functional and system requirements; completes business process design and workflow; ensures integration with other modules, system components, and other BPA applications
  • Monitor related Service Desk calls and assists with resolving client service problems and disruptions. Identifies causes and resolution, escalating internally or to the respective vendor when necessary
  • Participate in user/stakeholder interviews and joint requirements planning sessions. Creates requirements documentation; reviews with user representatives, recommends priorities and obtains user signoff. Manages the requirements documentation created and maps it to specific software releases
  • Assists with User Account and Security Group management within back-end directory services
  • Assists with applying and testing patches, and maintaining system security on internally- and externally-accessible services
  • Analyze and develop solutions for maintaining project data. Define requirements for data cleanup and archive routines that maintain data integrity
  • Develop documentation that is accurate, including process flows. Create new documentation for all changes and enhancements
  • Participates in information technology planning and analytical support by coordinating technical resources and efforts with other departments
  • 3+ years’ experience in IT, Engineering, or BIM/CAD role. Preferable to currently be in the Engineering, Architectural, or Construction industry
  • BA/BS degree required. Technical/Engineering major preferred but not necessary
  • Certifications (A++, MCSA, MCSE, etc) a plus
  • Proficient with Windows operating systems, experience with Windows Server 2008 and newer preferred
  • Working knowledge of Microsoft SQL
  • Experience with or working knowledge of Autodesk and/or Bentley software suites preferred
  • Knowledge of programming languages a plus. No programming experience required, but understanding the concepts preferred
  • Skills in technical documentation, business writing and verbal communications
  • Ability to troubleshoot effectively and think out of the box to come up with creative solutions
  • Ability to adapt and learn Engineering concepts as exposure to business processes increases
  • Drive to automate processes and simplify – work smarter, not harder
29

Software Support Analyst Resume Examples & Samples

  • Ensure assigned applications and systems are reliable and working as expected
  • Assist in the design and implementation of data migration, API integrations, etc. related to new product rollouts
  • Monitor and resolve incident tickets within established SLAs
  • Diagnose and troubleshoot problems with existing internally developed software applications and sites
  • Assist in the preparation and documentation of software requirements and specifications
  • Maintain documentation on software and data platform data flow diagrams
  • Take an active role in cross-departmental projects when needed
  • Adhere to IT governance guidelines related to change management, attestations, and others as required
  • Ensure assigned projects are tracked and brought to completion in line with expected timeframes and quality
30

Software Support Analyst, RTS Apprenticeship Resume Examples & Samples

  • Respond to customer service / technical issues related to the Xerox product / solution portfolio both in written word and via telephone
  • Assist customers by diagnosing problems and providing resolutions for technical and service issues using troubleshooting techniques and tools
  • Ownership and responsibility for all software escalations from initial contact through to conclusion, including feedback on workarounds, capturing further information and declining issues and ensuring all logs are kept up to date
  • Advise / educate customers within procedural guidelines to ensure a complete solution to their technical or service questions. Passing calls to the appropriate resource, track and proactively follow up to resolution
  • Continual improvement of skills and experience through development and training
  • Entry requirements are a minimum of 2 A-Levels and 5 GCSEs grades A*- C or equivalent qualifications (including English and Maths)
  • Full driving licence is desirable
31

Technical Software Support Analyst Resume Examples & Samples

  • Provide 1st line support by managing support requests via ServiceNow for software products such Autodesk, Bentley, ESRI, OASYS, etc
  • Ability to communicate effectively with individuals from different discipline backgrounds and various skill levels
  • Identify skills or knowledge gaps that need to be addressed
  • Overall reporting to the Technical Software Support Team Leader
  • Conduct daily handovers of issues / support requests with other support team members
  • Knowledge share to increase teams understanding and improve efficiency to answer queries
  • Ability to identify when issues need to be escalated to the appropriate team; Vendor Team, regional / product expert and or 2nd line support
  • Liaise with vendors, 2nd line support to resolve issues and knowledge gather
  • Keep up to date with software support products and supplier changes
  • Design and prepare educational aids and materials for training purposes
  • At least 2+ year’s previous experience as a customer support or technical support environment
  • A proven track record to develop technical knowledge and apply new skills in a high paced environment
  • Ability to prioritise work
  • Strong editorial and quality assurance skills
  • Strong technical aptitude and a desire to learn
  • Passion to learn and share knowledge
32

Software Support Analyst, Senior Resume Examples & Samples

  • Provide in depth support to Ellucian clients and employees in troubleshooting and resolving issues
  • Work closely with other Ellucian Customer Support team members to deliver outstanding support for clients
  • Work both independently as needed and as an active, contributing member of a team
33

Software Support Analyst, Senior Resume Examples & Samples

  • Experience in providing consultation for highly technical enterprise software
  • Understanding of the technical building blocks of the Ellucian Middleware and Mobile software, including Java, LDAP, SQL and email protocols
  • Team-oriented individual who values opportunities to build the skills and capabilities of others, a strong sense of the possible, and a real desire to improve customer experience
  • Java, Groovy/Grails programming skills a plus
  • Familiarity with Identity Management systems (e.g., SAML2 IdPs, CAS Servers) a plus
  • Experience working as a college/university System or Database Administrator is a plus
  • Experience working in an international environment a plus
  • BS in Computer Science or related field highly preferred