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application support analyst resume example with 10+ years of experience

Jessica Claire
, , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - resumesample@example.com - -
Summary

Client-oriented Application Support Analyst with career spent identifying root causes for issues and finding appropriate solutions. Experienced in using the iterative system development lifecycle in projects to deliver new services or software on time and within scope.

Skills
  • Critical Thinking
  • Technical Support
  • Friendly, Positive Attitude
  • Working Collaboratively
  • Data Management
  • Compliance Understanding
  • Application Implementation
  • Systems and Application Training
  • Project Documentation
  • Information Security
  • Web Programming and Design
  • Strategic Planning and Review
  • Best Practices and Standards
  • Application Subject Expertise
  • Product Configuration
  • Test Plans and Cases
  • Troubleshooting
  • System Development Lifecycle
Accomplishments
  • Collaborate with departments to develop the design, structure, and information architecture of new websites.
  • Streamline business process to increase accuracy and efficiency.
  • Define requirements, configuration, plan, and implement new ticketing system.
Experience
11/2019 to Current
Application Support Analyst Bank Of America Corporation Encino, CA,
  • Investigate complex issues to provide the cause, solution, or next steps.
  • Escalate technical issues to Development, System Analysts, or third-party vendors.
  • Design training materials and reference guides for end-users.
  • Provide training and technical assistance.
  • Test new software releases for quality assurance purposes.
  • Keep up to date on software updates to supported systems.
  • Collaborate with various departments to find effective business solutions.
  • Maintain accurate business and employee data for data analytics.
  • Evaluate reporting criteria and standards to effectively maintain data integrity.
  • Contribute to technical support by updating documentation based on common support interactions and known issues with software.
  • Handle user account access management, assigning credentials, distributing permissions, and terminating former users.
  • Provide go-live support during critical activation periods for smooth implementation.
09/2017 to 10/2019
Court Operations Specialist Fulton County Georgia Various Locations In Fulton County, GA,
  • Provide training to internal and external users in the use of software, programs, and websites.
  • Update training outlines, documents, and manuals to reflect procedures.
  • Collaborate with departments to plan, develop the structure, design, and implement the information architecture of new websites.
  • Plan, participate in, and conduct meetings with management about website requirements.
  • Provide information to staff concerning procedure and program updates.
  • Provide second-tier support for issues concerning software.
06/2012 to 09/2017
Help Desk Support Specialist Belmont Village Los Gatos, CA,
  • Provide internal and external instructional support and product troubleshooting.
  • Maintain the accuracy and integrity of service tickets.
  • Resolve first tier technical issues with software, hardware, and peripherals.
  • Maintain documentation on processes, procedures, and system owners.
  • Generate reports from databases.
  • Prepare and audit account access for internal employees.
  • Maintain composure and patience in the face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Provide updates to users about issue status and estimated resolution times.
  • Support employees with advanced troubleshooting on service tickets.
  • Assist in technical support process improvement.
  • Collect, analyze, and report on data for use in operational planning.
09/2011 to 06/2012
IT Administrative Assistant Aldi Kalamazoo, MI,
  • Procure supplies, equipment, and services from government and non-government sources.
  • Organize time and delivery of purchases throughout the state.
  • Reconcile invoices against purchase orders for type, quantity, and date product received.
  • Maintain documentation on expenses, including purchases and contracts.
  • Prepare travel arrangements and travel vouchers, and maintain travel records.
  • Developed administrative processes to achieve organizational objectives and improve office efficiency.
  • Routed contracts, agreements, and invoices through proper signature process.
  • Kept office equipment functional and supplies well-stocked to promote efficient operations.
  • Maintained detailed administrative and procedural processes to improve accuracy and efficiency.
Education
Expected in 05/2009
Bachelor of Computer Graphic Design:
Dakota State University - Madison, South Dakota,
GPA:
Expected in 05/2009
Bachelor of Multimedia Web Development:
Dakota State University - Madison, South Dakota,
GPA:

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Resume Overview

School Attended

  • Dakota State University
  • Dakota State University

Job Titles Held:

  • Application Support Analyst
  • Court Operations Specialist
  • Help Desk Support Specialist
  • IT Administrative Assistant

Degrees

  • Bachelor of Computer Graphic Design
  • Bachelor of Multimedia Web Development

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