Application Support Analyst Resume

OBJECTIVE
To attain a position that will allow me the opportunity to utilize my strong analytical and problem-solving skills to solve moderate and complex problems.

EXPERIENCE

Confidential, Barrington, IL 12/10- Present
Application Support Analyst

Working with the business operations, applications teams, and infrastructure groups to resolve problems, perform root-cause-analysis(RCA), and implementation of RCA finding to prevent repeat problems. Following the appropriate ITIL based process for management of incidents and problems including tracking, resolution and RCA.
Create documentation to increase knowledge sharing and document issues & solutions in a complete, concise manner for use in the knowledge base system. Identify where technology can better meet business needs of end users and inform management about these possibilities.
Maintain accurate, organized, and detailed records and develop and maintain reports and statistics as required or assigned on a weekly or as needed basis. Contact software vendor to request service regarding defects and known issues.
Participate in basic, regression and customization testing using Quality Center.

Confidential, Elk Grove, IL 04/09- 12/10
IT Service Desk Support Analyst L3

Act as the first point of contact for technical issues for all departments/stations within United Airlines. Troubleshoot technical issues reported by users with the goal of first call resolution. As a L3 support analyst I receive calls from L1 and L2 support that are unable to resolve customer's issues.
Open incidents tickets (using HP Service Manager 7.01 Client), while evaluating the issue to assess the urgency of impact. Depending on the level of urgency, I resolve the issue, dispatch the ticket to the proper upper level group, or engage the incident controller to take over the issue. Use the ITIL and ITSM framework in our day to day work.
Act as Incident Controller (an internal escalation point for support analysts to assist in determining impact/urgency) when scheduled by management. In this role, I validate the priority assigned to the ticket, notify the assigned upper level group of the urgent issue, and engage the escalation manager so that a technical bridge can be initiated.
Use Sun Microsystems with XP Operating System as computer system environment and ESC-Software as phone system environment. Install software remotely using HPCA.

Confidential, Orlando FL 10/06- 01/09
Help Desk Rep

Performs technical support of internal and external customers, with the objective of increasing the overall efficiency and effectiveness of the organizations Title Insurance operation.
Assist internal clients with various technological trouble shooting issues such as application installs, to include ticket origination, and password reconfiguration, as well as the installation and configuration of VPN connections.
Assists external clients with full support services to include inquires on Webtaid, to include property, name, and tax searches, with the added assistance of configuring external clients' propel to ensure documents are readily retrievable, thus increasing the efficiency of the operation.
Assisted external clients with the inputting of figures on their HUD, as well as the assistance with their escrow accounting issues, and printing problems. Created tickets on a ticketing system Applix and made sure it was closed. Walk customers through installing and uninstalling java in order to use our proprietary software.

Confidential, Orlando, FL 11/05- 10/06
Security Administrator

Provided security administration for various internal user requests to include the installation of application for internal employees, the establishment of new employee system files, geared towards the enhancement of operational efficiency.
Monitored, Tracked, and Completed service requests received from internal managers for various employees to include access requests, program installation, and password configuration, geared towards the enhancement of day to day activities.
Provided problem solving techniques for various internal users through the management of daily security compliance.
Created tickets on Magic and owned it till it was closed.

EDUCATION

M.A. in Business Organization Security Management
Bachelor of Arts in Science, Concentration: Computer Information Systems

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