Global L2 Application Support Analyst Resume Example
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GLOBAL L2 APPLICATION SUPPORT ANALYST
Experience
Global L2 Application Support Analyst
March 2015 to CurrentLong View Systems － Denver , CO
March 2015 to CurrentLong View Systems － Denver , CO
- Resolve second level support issues for internal applications via Unix or MSSQL and escalating to Development teams
- Create and maintain active support blog for Citi L2 Application Support teams to utilize for training purposes and system failure management, saving an estimated 90 hours support time within the first month of implementation
- 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
- Facilitate 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
- Actively engage in process improvement and alert monitoring through weekly problem task data analysis which has helped increase closure of tasks by up to 30%
IT Support Center - Student Support Tech
December 2011 to January 2015Citi Global Transaction Services － City , STATE
December 2011 to January 2015Citi Global Transaction Services － 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
- Praise Award for Stability in 2016 and 2017. Over and above support for major client-facing connectivity issues, closing out a significant MQ stability issue, and improving the engagement of CTI & ICG PS teams for MQ issues
- Military Army Commendation Medal for selfless service and professional conduct during an annual training exercise
Education
Bachelor of Science : Business Management, 2014Union Institute & University － City, State, United States
Professional Skills
Technical
| Personal
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Resume Overview
School Attended
- Union Institute & University
Job Titles Held:
- Global L2 Application Support Analyst
- IT Support Center - Student Support Tech
Degrees
- Bachelor of Science : Business Management , 2014
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