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application support analyst resume example with 7+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
  • :
Skills
  • Oracle SQL Developer, SQL Server Management Studio, DbViewer, Bomgar, Seagate Crystal Reports, | Postgres SQL, Azure Dev Ops, Power BI, Data Dog, Tableau, Okta, SAAS, Practice Partner, Lytec MD, Medisoft Clinical, Salesforce, CTELL Citrix Ticketing System, Sabre, Worldspan, Office 365, Symantec Ghost Solution Suite 2.0, BCWipe, Log Me In Rescue, Trend Micro Security Agent, Active Directory and, Exchange Server
  • Operating Systems Proficiency
  • Windows 7, Windows 2012 R2, SQL 2008, SQL 2012R2, SQL2014, FairCom DB/Ctree Server, Oracle, Android Mobile, IOS, Linux Ubuntu, Mac OS, SQL Server Windows Vista, Windows 10, Windows Server 2003 Enterprise
  • Active Directory, Operating Systems
  • Ad, Oracle
  • BI, DB
  • Business Intelligence, Developer
  • Citrix, Oracle SQL
  • Client/server, Order entry
  • Hardware, Postgres
  • Configuration management, Problem resolution
  • Seagate Crystal Reports, Problem-solving
  • Clients, Processes
  • Client, Process Modeling
  • Customer satisfaction, Relational databases
  • Data Collection, Reporting
  • Data mining, Sabre
  • Database, Scheduling
  • Databases, Microsoft SQL
  • Database design, SQL
  • Diagnosis, SQL Server
  • Documentation, Strategic Planning
  • ETL, Supervision
  • Features, Symantec
  • Ghost, Tables
  • Linux, TCP/IP
  • Logic, Desktop Support
  • Mac OS, Technical support
  • Macros, User Training
  • Medisoft, Trend
  • Meetings, Troubleshooting
  • Exchange Server, Upgrades
  • Office, Vista
  • Windows 7, Worldspan
  • Windows
  • Modeling
  • MySQL
  • Enterprise
  • Network
  • ODBC
Professional Summary

Over 8 years of technical and analytical experience addressing/resolving data and software issues, conducting various types of testing and documenting results. Experience communicating with all levels of internal and external clients to gain understanding, resolve problems and influence changes. Strong multitasking background addressing several different issues, while meeting strict deadlines, and resolving escalated problems.

Work History
Application Support Analyst, 07/2018 - 03/2020
Amita Health Hoffman Estates, IL,
  • Participated in system developments and change control activities meetings to identify process impacts and develop solutions.
  • Supported software and cloud solutions utilized by the organization and its clients.
  • Created and maintained detailed, accurate process flows and documentation utilizing process redesign techniques and methodologies; ensuring that accuracy was maintained.
  • Managed process changes in controls and governances, as well as, reviewed change requests for gaps or opportunities to enhance efficiency.
  • Worked closely with other areas of the business to monitor and improve process efficiencies and outputs by making recommendations based on observations, testing and troubleshooting proactively and as assigned.
  • Acted and responded in a timely manner on permissions, service requests, product licenses, patches, upgrades and hardware decommissioning.
  • Proactively developed and suggested process improvements.
  • Handled multiple tasks simultaneously with minimal supervision.
  • Provided operational support to multiple network infrastructure product enhancements and project teams related to Capital and BAU Data related enhancements.
  • Performed configuration management tasks.
Senior Software Support Analyst, 03/2016 - 04/2018
First American Financial Concord, NH,
  • Was the liaison for healthcare providers across the U.S.
  • Who troubleshooted issues, isolated problems, identified and resolved performance issues that occurred within the software data environment.
  • Provided end user and technical support for Medisoft Clinical, as well as, expert level knowledge in the areas of appointment scheduler, order entry, demographic, lab HL7 interfaces, Patient Portal, EE-Prescribing and Meaningful.
  • Utilized SQL Queries to gather and analyze Clinical Data from various databases in order to locate probable causes and possible solutions related to Clinical applications.
  • Assured end users’ environments remained secure and complaint by scheduling and executing regular security and infrastructure upgrades.
  • Configured hardware devices and employee workstations.
  • Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
  • Assisted with the planning and testing of applications, configuration and database changes, installation of upgrades, patches and updates made to production support documentation logs.
  • Researched and resolved production incidents that required a detailed analysis of issues on the web, desktop applications, Autosys batch jobs, and databases.
  • Processed over 65 Tier I and Tier II data support requests weekly for EMR Software installations and server Migrations.
Software Support Analyst, 04/2012 - 03/2016
State Of Arkansas Watson, AR,
  • Delivered Tier I and Tier II support for over 500+ on and offshore client sites utilizing McKesson Medical Applications Suite.
  • Resolved connectivity issues and client issues with software within the client/server environment in a timely manner.
  • Installed, configured, and maintained Microsoft SQL databases for use with ODBC Server.
  • Maintained a log of issues, failures, and defect reports tickets by documenting problem severity, steps to reproduce, actual result and expected result during normal use, beta testing and enhancement releases.
  • Created and maintained support documentation that empowered and enabled the user community to extend their skills, leverage system features and find resolutions to questions without intervention from support team.
  • Collaborated as part of an effective team to achieve team's goals and provided knowledge sharing assistance to team members.
  • Analyzed software problems to determine the nature and specific symptoms of the reported problem in order to determine the cause and develop a procedure to solve the problem and prevent its recurrence.
  • Completed a personal weekly case closure average of 89.
Education
Business Intelligence Certificate: Business Intelligence, Expected in 01/2021
-
Emory University - Atlanta, GA,
GPA:
Status -
: Aeronautical Engineering, Expected in 1995
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Morris Brown College - Atlanta, GA
GPA:
Status -

Member of Atlanta Business Intelligence Group

Certifications

Business Intelligence

Tableau

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Resume Overview

School Attended

  • Emory University
  • Morris Brown College

Job Titles Held:

  • Application Support Analyst
  • Senior Software Support Analyst
  • Software Support Analyst

Degrees

  • Business Intelligence Certificate

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