Application Support Specialist Resume

SUMMARY

Customer centric, goal oriented, technically skilled and business savvy application support professional with over 15 years of experience in providing quality Support for integrated global business critical applications for Fortune 500 companies.
Successfully delivered very high quality support for legacy, custom COTS and Web application products for Production, Manufacturing, Supply Chain, Distribution and purchasing business functions. Catalyst for business process improvement.
Engage with internal and external technical partners and align with business stakeholders. Excellent communication skills, ability to adapt communication styles as required. Successfully mediate between technical and business groups.
Ability to collaborate at all levels with technical and business groups. Excellent communication skills across the aisles. Proven technical and business process documentation skills.

TECHNICAL SKILLS

PROFESSIONAL EXPERIENCE

Application Support Specialist

Confidential

Responsibilities:

Responsible for level 2 support on Confidential ’s B2B business applications, Adobe Livecycle, Mosaic and ROE applications.
Perform RCA on internal B2B business applications.
Developed knowledge working on Loreals web based CRM B2B applications.
Created Incident tracking tickets utilizing Remedy and Service Now.
Communicate with peers utilizing Skype and Microsoft Teams.
Ability to work through conflict and differing opinions.
Provide point of contact for new development applications.
Assist with UAT with Test and Development on new applications.
Work with development teams and maintain working relationships with application end users.
Strong SQL query knowledge in performing updates and inserts, join queries (sub queries, inner queries, and outer queries). Utilizing Microsoft SQL Server.
Excellent communication skills both verbal and in writing.
Communicate any upgrades, releases outages to stake holders on the application.

Application Support Specialist

Confidential

Responsibilities:

Responsible for Level - 2 application support Planview Enterprise 12.4 software products a SaaS application.
Perform RCA on production issues
Provided Administrative support to the Planview Enterprise application.
Provide resolution to common front-end issues, add/maintain lookup data using available UI's within the application.
Engage with the users on 'how do I' questions and utilize opportunities to improve IT-Business relationship.
Partner with Planview technical team and provide valuable insight to resolving Level-3 issues.
Provide support for ad-hoc reporting and end user documentation
Log incidents in ServiceNow and manage SLAs for end to end resolution
Collaborate with technical teams and maintain working relationship with stakeholders.
Establish and maintain effective working relationships with all stakeholders.

Application Support Analyst

Confidential

Responsibilities:

Provide Application Support to diverse client base for custom- built application products.
Responsible for business analysis and requirements gathering for conversion from VB Script based standalone application to a Web Application.
Worked closely with the application architect to design new application in .net framework and SQL backend database.
Worked closely with clients on-site and remotely for requirements gathering, functional analysis and business process improvement.
Partnered with off-shore development team for UX/UI Design, Reports design, Data retention/ archival and backup/restore.
Provided implementation support and post implementation support for clients.

Production Support Analyst

Confidential

Responsibilities:

Worked as a liaison between application end users and the technical team.
Provided L2 Support on Confidential Inc.’s OMS application.
Perform RCA on production issues
Attend steering committees to review CR’s with stake holders.
Knowledge working on web based applications.
Strong SQL query knowledge in performing join queries (sub queries, inner queries, and outer queries).
Strong knowledge working in Unix/Linux operating system.
Close working relationship with the development and test teams to meet SLA requirements.
Worked closely with the Network Operations Center (NOC) to resolve concerns after hours.
Utilizing Service Now incident management support tracking system.
Ability to work through conflict or differing opinions
Excellent communication skills both written and oral.
Maintained and created user support documentation in Microsoft Excel and Word.
Assist in UAT and performance testing with QA and Dev
Provide 24/7 on call support on a rotational basis with support team.
Communicate any upgrades, releases to stake holders on the application.
Created submission forms using Adobe Dreamweaver.

Senior Product Verification Engineer

Confidential

Responsibilities:

Directly involved in the planning phase of the project gathering requirements from end users and reporting these requirements to business analyst and development.
Created system test plan and test case documents that conformed to business requirements.
Perform customization testing based on the documented test cases. Unit testing, performance testing and integration testing was performed.
Excellent Microsoft skills in Word and Excel.
Created bug reports using PVCS tracker.
Strong written and verbal communication skills and application knowledge.
Performed regression testing during release phase and analyzed all mismatches found.
Automated test cases using in house automation test tools.
Created test tools in Unix SUN/SALARIS to automate repetitive processes.
Created test plans and test process documents using Microsoft Word Application (Windows 95 version).
Performed development fixes on test tools coded in the C programing language.
Loaded new software builds on test machines during release phase as well as acceptance testing on the newly loaded software builds.
Performed MR (Maintenance Request) testing during release phase.
Created all Maintenance Request utilizing Sablime reporting system.
Worked in a Unix/Sun and Windows 95 environment.