Senior Technical Application Support Engineer Resume

SUMMARY:

Information Technology professional with 8+ years of experience with expertise in systems, software and project management solutions in the IT & EPC industries.
Self - starter with a proven track record of delivering results in a service delivery, operations, level 1, 2 & 3 Support for Software, Production Application Support, Implementation & Maintenance, Application release Support and IT Project Management. Well versed with:
Project Controls/Mgmnt Planning Applications SME
Project / Program Management
Production Application & Helpdesk Tech Support
Incident Management and Resolution
Change Management
Data Management
Vendor Management

TECHNICAL SKILLS:

Oracle Primavera P6 & EPPM

Synchro 4D

Primavera Unifier

Ecosys

ITIL / ITSM

Service Now & JIRA

Agile & Waterfall methodology

MS Office 365 Suite

Citrix XenApp

Active Directory

Windows & Linux OS

Querying SQL Server & Oracle DBs

MS Power BI

INTERPERSONAL SKILLS:

Result oriented

Strategic & Analytical thinking

Adept at Conflict Resolution

Great Communication skills

Excellent customer support

Quick learner

Team leader

Believe in team work

Positive attitude

Problem solving skills

Troubleshooting IT issues

Excellent time management

Flexibility & adaptability

Strong interpersonal skills

Client facing business skills

REFERENCE:

Confidential

Senior Technical Application Support Engineer

Responsibilities:

Served asprimary technical support (SME), single point of contact & Administrator for Primavera P6, EPPM, Synchro 4D & other Project Controls apps for the 900+ strong Planning & Scheduling communityacross all offices in Confidential
Senior member of the Project Controls/Management, Construction Application Support & Automation group supporting Oracle P6, Ecosys, EPPM, Synchro & other PC applications.
Expertise in ITIL/ITSM methodology: Service delivery & operations, Release & Deployment, Incident & Change management.
Knowledge of Service Now: Incident Management/Resolution, Business Analysis, Administration & Support, Dashboards & Reports.
Demonstrated ability to work in different phases of Software Development Life Cycle (SDLC) methodologies like Agile and Waterfall.
Facilitate Scrum activities such as daily stand ups, sprint planning, retrospectives & demos.
Working knowledge of Citrix XenApp & VPN
Documented technical solutions into efficient processes and knowledge documentation.Collected, organized & maintained a problems and solutions log.
Collaboration between Demand Management, Vendors, Global Business Units and Application managers for the IT services designed to meet the needs of the customers.
Provided first-level contact, technical support and problem resolution to end users experiencing software related issues in a timely and professional manner.
Expert knowledge of P6, Synchro Suite & EPPM apps in both Standalone & Citrix environments. Back-end knowledge of querying of SQL Server & Oracle Databases.
Setup, deploy, migration, configuration & upgrade of PC Applications for employee use, ensuring proper installation of appropriate Software & its pre-requisites.
Utilized Active Directory Identity Access Management services to manage & authenticate all user permissions and access to networked resources within Confidential .
Vast experience both using and supporting Microsoft Office Suite of Applications.
Worked on MS Power BI to create meaningful dashboards & reports for Data Analytics & Application License management.
Utilized the Service Now & Jira incident management system to manage resolve 100+ weekly service requests/ticketspertaining to technical support & application issues.
Ensured that all Help Desk tickets are responded to & closed in a timely manner.Reduced response times from 24-48 hours to minutes.
Recognized by supervisors with multiple "Customer Support Excellence" awards for receiving unsolicited positive feedback from multiple customers & supporting users during their critical business requirements. The speed of resolution allowed the clients to meet the project deadline on time.
Received Special Performance Bonus in 2015 & 2018 for excellent service delivery of various projects

Confidential

Business Analyst

Responsibilities:

Developed a good understanding in solving business problems using data analytics using SAS for banking, infrastructure & power clients.
Developed working knowledge of Enterprise Technologies, entire MS Office Suite of applications and JIRA
Utilized Microsoft Excel, making pie charts, bar graphs, pivot tables, macros & also PowerPoint presentations & Dashboards for data representation & reporting.
Identified and recommended opportunities to enhance productivity & operational efficiency.

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