sr production support analyst resume example with 4+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • Home: (555) 432-1000
  • Cell:
Professional Summary
Experienced and committed to maintaining cutting edge technical skills and up-to-date industry knowledge. Veteran systems and support analyst with expertise providing solutions, customer satisfaction, management reporting and system analysis.  Ambitious SCRUM Master (SCRUM Alliance Certified) skilled in process improvement and people management. Professional, detail-oriented, motivated to drive projects from start to finish as part of a dynamic team.
  • Agile Methodologies
  • Kanban
  • RACI Model
  • Java / C / C++
  • Database design
  • Oracle Database
  • Redmine / Version One / Trello
  • MS Sharepoint
  • MS Excel / Visio / Project
  • Control-M / IBM RTC 
  • VSS / Tortoise SVN
  • Windows and UNIX OS
  • System upgrades / backups
  • Technical specifications creation
  • QA tools
  • Telecommunications
  • Crisis Call
  • Process Management
  • Problem Management
  • Trade Reporting
  • FLASH Reporting
  • Excellent problem-solving abilities
  • Excellent communication skills
  • Networking
  • Focuses on results and productivity
  • Well experienced in coordinating and managing the activities of support and development teams
  • Leadership spirit
  • Dynamism and team work
  • Easy adaptation to different organizational cultures Initiative and entrepreneurial spirit.
  • Excellent diagnostic skills
Work History
SR Production Support Analyst, 11/2012 to 06/2014
HSBC Global Technology BrazilCity, STATE, UK
Main Activities:
  • Responding to BAU Production Support Queries
  • Monitoring and resolving application incidents
  • Responding and resolving to technical exceptions 
  • Monitoring application daily activity/statistics 
  • Application and server health check 
  • Service Maintenance and Recovery 
  • FLASH Reporting Crisis Call attendance
  • Trade Reporting Incident and Impact Analysis 
  • Application Batch Management and EOD File Delivery (Control-M) Daily Status Reporting 
  • Global Team Handover (Shift Dependant)
  • Service Improvement (Alerting Enhancements and Requirements Gathering)
  • Application dashboard and tools improvements
  • Project Task Assignment
  • Process Analysis and Improvement 
  • Team Meetings and Project Meetings (Conference Calls or Video Conferences) 
  • Involvement on application deployments/releases at weekends.
  • Personal Development (Internal courses, giving and receiving feedback, providing training and presentations)
Main Tools / Technologies:

Oracle Coherence, Oracle Enterprise Manager (OEM), Linux, IBM Rational Team Concert (RTC), TRS Geneos (Application Monitoring), Oracle and MySQL Databases, BMC Control-M (Batch Monitoring), JConsole, IBM Tivoli (MQueue), Lotus Notes, MS Excel, MS Visio, MS Project, Sharepoint, Quality Center (Application Defects), Dashboard and Monitoring Tools
JR System Analyst, 01/2010 to 10/2012
VOXEL Engenharia E Projeto De SistemasCity, STATE, Brazil
  • Service to customers, employees and the general public.
  • Implantation of systems for project management.
  • Implementation of the reference model MPS.BR.
  • Development and support of telecommunications systems developed by the company.
  • Monitoring and automation systems.
  • Main Tools / Technologies Windows, Linux or UNIX-like, Oracle, MySQL, Java, C #.
MBA: Project Management / Business Planning and Management, Expected in 2014
FAE Business School - Curitiba, PR - Brazil
Project Management

The course of Project Management aims to present a set of tools and internationally recognized knowledge that broaden the chances of successful implementation of projects to professionals who have responsibility for managing and executing projects or who wish to broaden their knowledge and acquire an integrated and updated practices of project management vision.

Business Planning & Management

The course of Business Planning and Management aims to introduce participants to the modern techniques of planning and management of companies in order to tune them with the demands of an increasingly dynamic and ever-changing market.
Bachelor of Information Systems: , Expected in 1 2011
Centro Universitário Positivo - ,
The course Information Systems from the Positivo University was designed to meet the current and future demands in the area of analysis, development and management of information systems. With an emphasis on excellence in the development of computational solutions for the automation and integration of business processes, this course incorporates multidisciplinary aspects of Computer Science, Innovation and Management.
HSBC Global Technology Brazil Assertive Skills Conflict Management PM Tools - WBS/PERT Negotiation Time Management Decision Making Recruitment & Selection - Hiring Process Six Sigma - Green Belt VOXEL Engenharia e Projeto de Sistemas CITS - Fundamentals of Project Management. CITS - Fundamentals and Practices of Risk Management in Projects. CITS - Project Scope Management. CITS - Measurement in the context of CMMI Maturity Models and MR-MPS-SW. Independent Coursework Curso People - HTML with CSS CSM - Certified Scrum Master - Adapt Works
MPS.BR (Level G) - VOXEL's certificate SOFTEX March 2013

VOXEL seeks improvement in quality for software development with the implementation of the reference model MPS.BR, created and managed by SOFTEX. Certificated on: March 2013 - MPS.BR G Level. About MPS.BR: The MPS.BR or Software Process Improvement in Brazil, is simultaneously a movement for improvement and a quality process model facing the reality of the market for small and medium sized software development companies in Brazil.

CSM - Certified Scrum Master
SCRUM Alliance
October 2013 - October 2015
Academic, automation, Conferences, Conflict Management, CSS, Databases, Decision Making, Delivery, English, FLASH, Hebrew, Hiring, HTML, IBM, Java, LANGUAGES, Linux, Lotus Notes, Meetings, C #, MS Excel, Exchange, MS Project, Windows, Works, MySQL, Negotiation, Oracle, Oracle Enterprise Manager, Portuguese, presentations, PR, Process Analysis and Improvement, Project Management, Quality, receiving, Recruitment, Reporting, Requirements Gathering, Risk Management, Six Sigma, Spanish, statistics, telecommunications, Time Management, Tivoli, UNIX, Video, Visio
Additional Information
  • SCRUM Consultancy for company Fluxo TI - Guarapuava-PR, Brasil - October 2013. 
  • International Experience - HSBC - London, UK (May 2013 to June 2013). 
  • Volunteer - Sar-El Army Volunteers - Israel Defense Forces (IDF) - June 2005. 
  • Academic Exchange - Ayanot Youth Village, Israel - 2005. 

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Resume Overview

School Attended

  • FAE Business School
  • Centro Universitário Positivo

Job Titles Held:

  • SR Production Support Analyst
  • JR System Analyst


  • MBA
  • Bachelor of Information Systems

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