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application support analyst resume example with 9+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - resumesample@example.com - -
Summary

An ITIL Foundation certified executing the role of Application Support Analyst who is proficient at resolving complex software and hardware related issues within the specified time frame and exceeding performance standards

Highlights
  • Troubleshooting proficiency
  • Willingness to learn
  • Patient and diligent
  • NewPOS6 expert
  • Exceptional telephone etiquette
  • Dependable and flexible resource in terms of delivering quality results
Experience
09/2011 to Current
Application Support Analyst Loan Depot San Ramon, CA,

- ITIL Foundation Certified responsible for implementing ITIL best practices for Service Management within the organization


- Working in a team of L2 support tier as an Application Support Analyst providing resolution of critical issues to live McDonald’s stores in the US providing 24x7 on call support to priority 1 issues arising at the store level and 16x5 on desk support for lesser priority issues raised by L1 Help desks in Service Now through remotely connecting to store servers and providing remediation


- Providing live assistance to U.S McDonald’s stores during installations of store equipment, re-imaging of software on devices, replacement of devices, and upgrade of the entire store to a newer version of NewPOS6, and monitoring the application to ensure timely delivery of remote updates to the stores


- McDonald's OTP2 (Organization Technology Person 2) certified and fully acquainted with installation of POS (point of sale) devices and store network topology of a live McDonald's restaurant


- Providing hands-on training to newer resources on store POS and network devices at offshore delivery center and planning the knowledge transition plan to optimize the capabilities of resources


- Acting as an on-site coordinator for IGATE Global Solutions Ltd. providing the requisite knowledge and process insight to the offshore team in Pune, India


- McDonald's OTP3 (Organization Technology Person 3) certified which enables me to perform advanced software troubleshooting and repairs within the organization


- Coordinating with L3 team and other stakeholders in the store support system for issue resolutions and engaging in root cause analysis to strengthen the store support system against critical failures.


- Identifying trend of issues arising in the field and framing technical memos/knowledge articles for lower helpdesk(s) to address frequent occurring issue(s)


- Providing L2 support for e*HR and e*Labor web application that maintains HR records and manages crew schedules for each McDonald's store


- Providing knowledge insight to different McDonald's hardware/software vendors for existing and new issues arising in the application


- Engaging in root cause analysis of chronic issues arising at L1/L2 tier by coordinating with Problem Management for reducing number severity 1 and severity 2 incidents reported at the store level

Skills

- ITIL best practices

- IT Service Management

- Networking

- XML/HTML

- JavaScript

- UNIX Shell Scripting

- PeopleSoft

- ServiceNow

- Jira

- Peregrine

- ClearQuest

Education
Expected in 2011
Bachelor of Engineering (BE): Information Technology
Army Institute of Technology - Pune, Maharashtra
GPA:

Expected in
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GPA:

Certifications

ITIL Foundation (2011)

McDonald's Organization Technology Person 2 (OTP2) (2013)

McDonald's Organization Technology Person 3 (OTP3) (2014)

Awards

January 2013

Pat on the Back (POB) from IGATE Global Solutions Ltd. for outstanding performance and contribution towards US IT NP6 support engagement

Extra-Curricular Activities

- Participated in Hard Rock Rising Global Battle of Bands (2013) music competition representing India. Finished in top 30 bands among 12000 bands across the globe.


- Self-taught pianist and a drummer

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Resume Overview

School Attended

  • Army Institute of Technology

Job Titles Held:

  • Application Support Analyst

Degrees

  • Bachelor of Engineering (BE)

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