Application analyst Resume

SUMMARY:

10 years of professional experience in Software Application and Technical Support in Microsoft, Oracle, SQL databases with tier 1 support with solid record in delivering & resolving quality solutions through continual innovation in Customer Support with tools & techniques. Proven skills to effectively analyze on Desktop & coordinate execution of plans & strategies to achieve extraordinary level of customer service supporting that exceeds business objectives. Known as an open - minded ‘go-to’ person who contemplates the big picture, understand end-user needs & the need to liaise with stakeholders.

TECHNICAL SKILLS:

Microsoft: Windows (XP, Vista, 7, 10), MS Office, 365, Servers

Language: HTML, XML, C#, Java, ASP.NET, C#.NET

Database: Oracle10g, Oracle11g, SQL Server 2005, 2008 R2, 2012

Virtual Workspace: VMWare

Remote tools: Teamviewer, Bomgar

Operating systems: Windows, Linux, Android, iOS

File Structure: FAT32, NTFS, Active Directory, File SharingWorking Knowledge of Routers, switches, DSL, Wireless devices

Communication & interpersonal skills Results: focused / customer oriented outlook

Proactive & self: starter Continuous quality improvement approach

WORK EXPERIENCE:

Confidential

Application analyst

Responsibilities:

Raising service tickets using ServiceNow.
Working & Supporting Sage CRM, Sage 300 Integration via Call, Email and Chat.
Working on client’s Sage Application taking remote access using WebEx.
Tried to resolve Cxt’s issue in FCR.
Hands On experience working on IIS, Exchange integration, SQL Server, Apache Tomcat.
Working as Tier2 Support level, if required escalating to Tier 3 level.

Confidential

Customer Support Associate

Responsibilities:

Tier 1 support & resolution via Call, Chat, Email support to Customers issues and queries.
Raising Service tickets, troubleshooting, supporting computer peripherals on floor.
Documenting all updated/follow up information in Cxt’s account on timely manner.
Merchandising and product Analytics.
Payment Transactions, FCR support.
Working with 4CS, JDA, POS+, Sage Software to provide service calls on Customer issues.
Escalating the Issues to Tier 2 AS TransGlobalServices(TGS)/TGW department.

Confidential

Application Support Analyst

Responsibilities:

Inbound & Outbound calls supporting tier 1 and tier 2
Installation and Configuration of SQL Server Management Studio on Windows & Servers
Import/Export of Data with .Net and web applications.
Use of CSS & Crystal Report
Experience in writing and execution of simple & complex SQL queries(DDL,DML,DCL,TCL)
Knowledge of Joins and normalization.
Creating Stored procedure and calling with .Net application.
Support Via call, emails, chat.
Listening and probing the customer queries over the call, email and chat.
Resolving customer’s application related queries and providing resolution to technical issues with the product

Confidential

Sr. Application Analyst

Responsibilities:

Technical Support Associate

Confidential

Responsibilities:

Providing resolution to Customer’s queries via Call, Remote Access.
Installation of windows, printers, remote cameras
Support, Installation, troubleshooting and Configuration of Windows and peripheral devices with tier 1 and tier 2.
Antivirus conflict with software, configuration with Antivirus and Firewall
Remote resolution in first call.