Global L2 Application Support Analyst resume example with 9+ years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK
H: (555) 432-1000
C:
resumesample@example.com
Date of Birth:
India:
:
single:
Experience
Service Desk Analyst, 07/2017 - Current Long View Systems – Denver, CO,
Call center and desktop support for all county agencies and employees
Provided Incident, Problem, Change, User and Project Management for the Data Center
Worked directly with Project Managers to assist with two major projects including a Secondary Connection Fail over for the main jail and the court house as well as Virtualization of all physical servers to virtual machines
Responsibilities included software support and installations, Activity Directory and end user support, hardware and desktop configurations
Global L2 Application Support Analyst, 03/2015 - 07/2017 Citi Global Transaction Services – City, STATE,
Resolve second level support issues for internal applications via Unix or MSSQL and escalating to Development teams
Daily management tasks include emergency escalation, on-boarding new applications to support teams, documentation of procedures, and the installation of change requests and tasks
Developed review process for overdue tasks from
ServiceNow ticketing system that promotes problem resolution in a more timely
manner
Facilitated support for new applications through one-to-one
meetings with developers, documenting new processes and training support teams
Three major projects finished within Citi Production Support: Alert Reduction, Global Problem Task Closure and Application Training and Procedure documentation, all of which have a recorded time of 200 hours of support engagement
IT Support Center - Student Support Tech, 11/2011 - 2015 Columbus State Community College – City, STATE,
Provided technical and administrative support for the student body
Assistance with password and user name queries, class scheduling and financial aid queries
Maintained support ticketing system for Tech Support and engineering staff
Accomplishments
ITIL Foundations Certification
900+ hours of Project Management experience
Military Army Commendation Medal for selfless service and professional conduct during an annual training exercise
Education
Bachelor of Science: Business Management, Expected in 2014 - Union Institute & University - Cincinnati, OH GPA:
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