sr application support analyst resume example with 13+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • Home: (555) 432-1000
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Profile Summary Over 12+ Years of experience in the IT industry comprising of . Expertise in monitoring, managing, configuring and deploying applications in Unix/Windows/Cloud based systems. Diligent AWS Cloud/Application Analyst/Production Support Engineer with [Number] years of experience. Known for effective [Type] systems improvements and careful attention to infrastructure and operational procedures. Excellent diagnostic abilities with advanced technical expertise. Proficient in [Software] and [Type] resources.


Operating Systems

  • Windows, Linux, Solaris, RHEL, CentOS

Cloud Technology/Services

  • AWS Services - EC2, S3, ELB, EBS, IAM, VPC, RDS, SNS, SQS, Glacier, Route53, Cloud Watch, Cloud Formation, Cloud Front, Auto Scaling, Elastic Cache, EMR, Red Shift,Lambda

Virtualization & Containerization Platform & tools

  • Virtual Box, Kubernetes, Docker, Vagrant, EC2 Container Service(ECS), MicroServices

Web Servers

  • WebLogic, WebSphere, Microservices, Tomcat, Jboss, NGNIX, Apache, REST


  • MYSQL, MS SQL, Oracle, MongoDB, AWS RDS


  • Agile, Scrum, Sprint, Waterfall

Key Skills

  • User Support. Customer Communication and Empathy
  • Root Cause Identification. Project Coordination
  • Conflict Resolution Application Process Improvement
  • Time Management Customer Communication and Empathy
  • Highly Professional Issue and Resolution Tracking
  • Attention to Detail Customer Service Support
  • Resolving Problems and Incidents
  • Teamwork and Collaboration
Sr Application Support Analyst, 05/2016 to Current
Wells FargoHialeah, FL,
  • Diagnosed and resolve system issues using various troubleshooting and testing methods.
  • Provided technical expertise regarding reporting functions and applications.
  • Maintained quality-focused performance benchmarks and schedules when directing project teams.
  • Deployed the major changes in applications, based on Business requirements in pre-prod and production environments
  • Collaborated with internal teams to resolve customer issues and support customer service goals.
  • Support Engineer and Administration of Applications - Siebel, AMDOCS Commercial Billing System, AUTOSYS and ECMS(Enterprise Content Management System)
  • Monitored Live Traffic, logs, Memory utilization, Disk utilization and various other factors which are important for business in Linux Environment
  • Defined system goals and devised flow charts and diagrams describing logical operational steps
  • Experience in working on AWS and its services like AWS IAM, VPC, EC2, ECS, EBS, RDS, S3, Lambda, ELB, Auto Scaling, Route 53, Cloud Front, Cloud Watch, Cloud Trail, SQS, and SNS.
  • Assessed usefulness of pre-developed application packages and adapted to new project required including learning Amazon services like - creating Amazon (AWS) EC2 server instances, configuring S3, ELB, VPC, SNS, Auto-Scaling, and IAM services through Linux command line CLI and APIs

Key Projects

Wireless 5G Project

  • Lead the support effort for Smart 5G™ Wireless Network build for Dish in AWS cloud environment. Also, assisted employees recruitment, hiring and interview processes.
  • Build the billing management system,for Boost customer which are on T-mobile network.
  • Developed the infrastructure in the AWS cloud network to provide highly-reliable, highly-scalable and high-availability servers to support the services across numerous states.
  • Facilitated and enhanced the strong security posture of the infrastructure through the implementation of AWS managed services
  • Managed and maintained the live traffic for boost customers which are on T-mobile network.

ECMS Project

  • Configured and deployed the LAMP (apache and PHP) and dependent modules setup for ECMS Unix based servers. Ensured the security regulations via implementation of weekly/monthly security patches.
  • Drupal Package implementation and deployment using Artifactory tool.
  • · Managed the live traffic and of ECMS Servers by using load balancer
  • Monitored the ECMS Servers and ensured 24*7 availability by performing regular health checks.

AMDOCS Project

  • Configured, Installed and deployed IBM Workload Scheduler (Tivoli or Maestro 9.x) in Unix Systems
  • Installed Syncsort Licence for DM express on Unix Systems.
  • Configured AMC Administration Tool in Test and PET environment
  • Administered code refresh and hotfix deployments on Genesis tool in BSS environment (Business Support Environment)
  • Strategized & executed Infrastructure management tools like Jenkins for code refresh in OSS environment (Operation Support System), DMExpress, Weblogic and AMC (Amdocs Monitoring Tool as frontend tool) .
Application Support Engineer, 02/2011 to 05/2016
Kuehne & Nagel Logistics, Inc., ,

Client: DISH Network L.L.C.

Location: Noida, India

  • Provided remote support to clients for Production, Test and Development Environment.
  • Debugged and repaired application issues in UNIX based environment servers and troubleshoot according to the alerts.
  • Administered on-site support and application engineering for custom products with unique interfaces.
  • Trained and coached new hires and shared insight into ways to meet tight deadlines and improve overall efficiency.
  • Collaborated with internal teams to resolve ongoing customer issues and support customer service goals.
  • Monitored critical jobs in AUTOSYS, putting jobs on Hold, and ice etc. Restarting jobs as per their logs description, troubleshooting the cause of job failure.
  • Met with project lead, team, and client to brainstorm in discussion meeting for major Issues reported and suggested changes to support practices to drive improvements.
  • Resolved Production and Test issues and logged status of jobs in work tickets using HPOV-Service Desk tracking system.
Lead, 01/2010 to 02/2011
Xavient Digital Powered By Telus International, STATE,

Client: MD Synergy – Implementation (Practice Management and EMR)

Location: Noida, India

  • Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
  • Reviewed & gathered requirements for successful implementation of EMR application across various medical specialty practices
  • Delegated daily tasks to team members to optimize group productivity.
  • Created Electronic Medical Record and Practice Management via Bizmatics and MD Synergy application for ambulatory workflows for US clients.
  • Conducted various trainings on EMR review, claims and billing with providers and non-clinical staff members.
  • Responsible for documentation of the covered aspects of implementation and development.
  • Provided support to client until client sufficiently adapts to new EMR system.
  • Offered training and support to keep team members motivated and working toward objectives.
  • Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
Education and Training
Bachelor of Technology: Information Technology, Expected in 06/2008 to Uttar Pradesh Technical University - India,
Additional Information
  • Experience in handling AWS Services such as EC2, S3, EBS, VPC, ELB, Route53, Cloud Watch, Security Groups, Cloud Trail, IAM, CloudFront, EMR, RDS and Glacier. Used AWS S3 as storage for store to the files and images and accessed via S3 REST API. Support application deployments, building new systems and upgrading and patching existing ones through DevOps methodologies. Design roles and groups using AWS identity and access management (IAM), and manage network using Security Groups, Network Access Control Lists with services provided by IAM. Migrating a production infrastructure into an Amazon Web Services VPC utilizing AWS CloudFormation, EC2, S3, Chef/OpsWorks, CloudWatch, CloudTrail, EBS, Route 53, IAM etc. Experience in core AWS services (S3, EC2, ELB, EBS, Route53, VPC and Auto Scaling) and deployment services (Elastic Beanstalk, OpsWorks and Cloud Formation) and security practices (IAM, CloudWatch and CloudTrail). Was a part of Disaster Recovery exercise and actively involved in creating replica in another AWS AZ’s. Creating alarms in Cloud watch service for monitoring the servers' performance, CPU Utilization, disk usage etc. Managing API’s through APIGEE platform. Deploy the major changes in all environments on bi-weekly basis. Good Knowledge in Bash Shell, Ruby Scripting and Automation of cron jobs. 24 x 7 support and monitoring of all applications in all environments. Active Participant of understanding and handling of pilot projects and helping in streaming lining the new projects. Managed more than 150 Unix, windows and Cloud based Servers in Production, Integration, Testing and Development environment Ensure the delivering of business before deadline, leading operational excellence initiatives. Possess expertise in working on international and multicultural environments Resourceful at maintaining business relationship with clients to achieve quality service norms by resolving their service related critical issues. Primary Interface for senior management in terms of Service Transition & Operation. Co-ordination and interaction with the business clients for requirements and delivery. Overall Management of service Transition delivery including continual improvement. Ensure necessary technical/soft-skill trainings and experience levels are taken care. Mentorship and Training of other team members. Documentation of various support process and review of log files, action take for future reviews.
  • Certified [Job Title], [Company Name] - [Year]

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Resume Overview

School Attended

  • Uttar Pradesh Technical University

Job Titles Held:

  • Sr Application Support Analyst
  • Application Support Engineer
  • Lead


  • Bachelor of Technology

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