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System Support Analyst Resume

SUMMARY:

  • Windows software, hardware, application, network and peripheral support experience for small business environments
  • I also have extensive experience in large Enterprise systems, with involvement in every aspect of application rollout, including Analysis, Testing, Business and Technical Support, Troubleshooting, Documentation, and Service Delivery.

TECHNICAL SKILLS:

Standard Windows Applications, Control - M, Clarify (Amdocs), HPSC ( Confidential Service Center), Weblogic, Comptia A+, and many proprietary Enterprise software applications

PROFESSIONAL EXPERIENCE:

Confidential

System Support Analyst

Responsibilities:

  • Worked in a Global support team responsible for maintaining several of the bank’s financial applications.
  • Added to our knowledge bases of recurring issues, created training documentation and trained Level 1 support staff in monitoring duties.
  • Applications supported include Everest+, Control-M, BaNCS, CTM, working in both UNIX and Windows environments.

Confidential

Senior Application Support Analyst

Responsibilities:

  • Supported a reporting system that all regions (US, Europe, and Asia) depended on for daily and monthly data.
  • Documented all of the technical processes involved, evolving the previous documents into a step-by-step process to assist future support personnel
  • 6 month contract to train a team of 10 personnel to use and take ownership of the reporting application “ Confidential ” - which collected information from databases around the world into a collective data cube.

Confidential

Technical Support

Responsibilities:

  • PC, networking, and peripheral support in small business environments. Building, installation, upgrades, and support of desktop office environments.
  • Hardware maintenance and repair for both laptop and desktop systems.

Confidential

General Manager/Partner

Responsibilities:

  • Partnered in a new restaurant opening in North Charleston, SC. General management and staffing responsibilities.
  • System Administrator of the Aloha Point of Sale System, managing users and system changes.

Confidential

Applications Support Analyst

Responsibilities:

  • Tier 2 Application Support: Using established troubleshooting principles, I worked with multiple application teams in the overall Service Delivery System.
  • I would document processes and issues while providing 24/7 on-call support for Event Management. Created and maintained support documentation, trained and mentored Tier 1 support teams.
  • Created Change Requests, isolated bugs, tested and installed software updates.
  • Performance and Defect Testing: Using tools such as Load Runner, Quality Center, and Performance Center, created test models to increase functionality, performance, and accuracy over a multi-application platform.

Confidential

Regional Operations Systems Analyst

Responsibilities:

  • Provided support for Business and Field Technician leads, ensuring cable channels, internet, and video-on-demand services were functioning.
  • Operations and Tier 2 support, training and creating documentation for Tier 1 support teams
  • Installation of key component upgrades and patches, and providing 24/7 on-call support.

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