objective on resume for support analyst

Top 16 Production Support Analyst Resume Objective Examples

Updated July 7, 2023 14 min read

A resume objective for a production support analyst position is a brief, yet powerful statement at the beginning of your resume that summarizes your skills and experiences. It should be tailored to the job you are applying for and highlight what makes you a great fit for the role. When writing an objective, focus on key qualifications such as technical expertise, problem solving abilities, and customer service experience. For example, “Recent graduate with strong technical skills in software development looking to leverage knowledge in a Production Support Analyst role where I can utilize my problem-solving abilities to help customers.” This example emphasizes relevant qualifications while also demonstrating enthusiasm for the job. Another example could be “Experienced Production Support Analyst with 5+ years of experience providing technical assistance to customers in a fast-paced environment seeking to use my expertise and customer service skills in a new position.” This example shows how your past experiences make you an ideal candidate for the job. Be sure to keep it concise yet impactful when crafting your resume objective!

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Top 16 Production Support Analyst Resume Objective Samples

• To obtain a position as a Production Support Analyst in a challenging and dynamic environment where I can utilize my technical skills.
• Seeking an opportunity to use my expertise in problem solving, troubleshooting and customer service as a Production Support Analyst.
• To secure the role of Production Support Analyst with an organization that values hard work, dedication and quality performance.
• To become part of an innovative team as a Production Support Analyst and contribute to the success of the organization.
• Looking for a position as a Production Support Analyst where I can apply my knowledge in the field of IT support and project management.
• To join an esteemed organization as a Production Support Analyst and help it reach its goals through effective collaboration.
• To work as a Production Support Analyst in an environment that encourages personal growth and professional development.
• Seeking to leverage my expertise in system analysis, software development and customer service to excel as a Production Support Analyst.
• Aiming to become part of an established organization as a Production Support Analyst who is highly organized, analytical and detail-oriented.
• To gain employment with an employer that values excellence in production support services by utilizing my experience in this field.
• Applying for the role of Production Support Analyst with an organization that offers opportunities for career advancement.
• Desire to join an industry leader as a Production Support Analyst and be part of their mission to provide excellent customer service.
• Eager to join a team of professionals at [Company Name] as their new Production Support Analyst with strong technical skillset and problem-solving abilities.
• Seeking for an opportunity to work as a Production Support Analyst where I can utilize my experience in providing technical assistance on various platforms.
• Looking for the position of Production Support Analyst with [Company Name], where I can use my knowledge in software testing, debugging and troubleshooting techniques.
• Aspiring to work for [Company Name] as their next talented production support analyst with exceptional communication skills, problem-solving capabilities, and attention to detail.
• Applying for the role of production support analyst at [Company Name], where I can use my expertise in IT operations, network maintenance, system administration, etc.,

How to Write a Production Support Analyst Resume Objective

When writing a production support analyst resume objective, it is important to focus on the skills and experience that make you a valuable asset to an employer. An effective production support analyst resume objective should be concise and highlight your professional qualifications and accomplishments in order to demonstrate why you are the ideal candidate for the position.

The first step in writing an effective production support analyst resume objective is to identify your key strengths and qualifications. This includes any specialized technical skills related to the production environment, such as knowledge of programming languages, operating systems, databases, networks, and other technologies. Additionally, include any certifications or degrees that you have obtained that relate to the job such as a degree in computer science or information technology. You should also list any prior roles that you held where you utilized these skillsets.

Once you have identified your relevant qualifications, craft your resume objective by emphasizing how these skills will benefit the employer. For example, “To leverage my expertise in programming languages and databases to ensure maximum uptime for production systems” or “Seeking a role as a Production Support Analyst where I can utilize my years of experience troubleshooting complex IT issues”

In addition to highlighting your technical abilities and past experiences, be sure to incorporate language that communicates enthusiasm for joining the team. This might include statements like “Excited to join an organization dedicated to providing top-notch service and support” or “Eager to contribute my knowledge of IT systems towards team success”

By following these tips when crafting your production support analyst resume objective, you will be well-positioned to stand out from other applicants vying for the same role.

Related : What does a Production Support Analyst do?

Key Skills to Highlight in Your Production Support Analyst Resume Objective

As a Production Support Analyst, your resume objective should effectively communicate your technical expertise, problem-solving abilities, and knowledge of production processes to potential employers. Highlighting key skills in this section can significantly increase your chances of landing the job. These skills demonstrate your ability to ensure smooth production operations and handle any issues that may arise. This section will guide you on the essential skills to emphasize in your Production Support Analyst resume objective, helping you stand out from other applicants and capture the attention of hiring managers.

A Production Support Analyst often needs to work with databases, analyze data, and troubleshoot any issues related to the production environment. SQL (Structured Query Language) is a standard language for managing and manipulating databases. Therefore, having this skill allows the analyst to effectively interact with the database, extract necessary information, and solve any problems that may arise. This can help to ensure smooth operation and minimize downtime in production, making it a critical skill for this job role.

A Production Support Analyst often needs to troubleshoot and resolve technical issues related to production systems. Python is a versatile programming language that can be used for scripting, automation, data analysis, and more. Having this skill can help the analyst to quickly identify and fix problems, automate routine tasks, analyze system performance data, etc. This can enhance the efficiency of production systems and minimize downtime, which are key objectives in this role. Therefore, mentioning Python as a skill in a resume objective can show potential employers that you have the technical capability required for effective production support.

A Production Support Analyst often needs to troubleshoot and resolve technical issues related to various software applications. Java is a widely-used programming language in many business environments, so having this skill can enable the analyst to understand and solve problems within systems that use Java. This can lead to more efficient problem-solving, better system performance, and improved user satisfaction. Including Java as a skill in a resume objective can show potential employers that the candidate has the necessary technical expertise for the role.

A Production Support Analyst often needs to handle large amounts of data and present it in a clear, concise, and visually appealing manner. Tableau is a powerful data visualization tool that can help in this regard. It allows the analyst to create interactive dashboards, charts, graphs, etc., which can be used for reporting purposes or to aid in decision-making processes. Having this skill on a resume shows potential employers that the candidate has the ability to effectively manage and interpret data, which is crucial for a Production Support Analyst role.

A Production Support Analyst is responsible for monitoring and troubleshooting technical systems and applications, ensuring their smooth operation. Splunk is a software platform that allows users to search, analyze, and visualize machine-generated data gathered from websites, applications, sensors, devices etc. This skill is needed for a resume objective because it demonstrates the ability to analyze large amounts of data quickly and efficiently. It also shows the candidate's proficiency in identifying issues, trends or patterns that can impact production. Furthermore, knowledge of Splunk indicates the candidate's capability to use advanced tools for system monitoring and maintenance which is crucial in maintaining business continuity and minimizing downtime.

As a Production Support Analyst, the ability to use JIRA is crucial as it is a popular project management tool used for issue tracking and workflow management. Proficiency in JIRA demonstrates the candidate's ability to effectively track production issues, manage tasks, collaborate with team members, and ensure efficient workflow. This skill is vital for maintaining organization and productivity within a team, leading to timely resolution of production issues.

A Production Support Analyst often needs to work with various operating systems, including Linux, to troubleshoot and resolve system issues. This skill is crucial as it enables the analyst to ensure smooth and efficient production processes. Having a strong understanding of Linux can also aid in optimizing system performance, implementing system updates, and maintaining the security of production environments.

A Production Support Analyst is often required to manage, troubleshoot, and optimize software applications. Git is a widely-used version control system for tracking changes in source code during software development. Knowledge of Git allows the analyst to efficiently manage different versions of the project, collaborate with other developers, and revert back to previous versions if necessary. This skill is crucial in maintaining the smooth operation of production systems and ensuring quick recovery in case of system failures or bugs. Therefore, including Git as a skill in a resume objective can demonstrate an applicant's ability to effectively manage and control software production processes.

A Production Support Analyst is often responsible for the continuous running and maintenance of software applications in a production environment. Jenkins is a popular open-source automation server that enables developers to build, test, and deploy their software efficiently. Having Jenkins as a skill is crucial for this job role because it demonstrates the candidate's ability to automate processes for software development projects, reducing potential errors and increasing efficiency. It also shows that the candidate can manage integration tasks, which are critical in maintaining system cohesiveness and functionality. This skill can contribute significantly to minimizing downtime, improving product quality, and accelerating delivery times - all of which are key objectives in a production support role.

A Production Support Analyst is often responsible for managing and troubleshooting issues within a company's production applications or systems. Docker, a popular platform used to develop, ship and run applications, is a valuable skill for this role as it allows the analyst to efficiently package and distribute software across different environments. This ensures consistent functionality and reduces potential discrepancies between development, testing, and production environments. Therefore, having Docker as a skill can demonstrate an applicant's proficiency in managing software deployments and resolving related issues effectively.

In conclusion, as a Production Support Analyst, your resume objective should reflect a strong combination of technical and interpersonal skills. Highlighting these key skills effectively in your resume can significantly increase your chances of capturing the attention of potential employers. Remember, it's not just about listing the skills but also demonstrating how you have applied them in previous roles to drive success. Tailoring this section to align with the specific requirements of the job you are applying for can further enhance its impact.

Related : Production Support Analyst Skills: Definition and Examples

Common Mistakes When Writing a Production Support Analyst Resume Objective

Writing a production support analyst resume objective can be one of the most important parts of your job search. However, if not done correctly, it can also be one of the most difficult tasks. There are several common mistakes that many people make when crafting their production support analyst resume objective.

One of the most common mistakes is failing to customize the resume objective to the specific employer or position. It is essential to tailor your resume objective to each individual job you apply for in order to ensure that it is as relevant and effective as possible. If you include generic objectives that could apply to any employer or position, it will not stand out from other applicants’ resumes and will likely not get noticed.

Another mistake that people often make is including too much information in their resume objective. Your resume objective should be concise and precise, providing only enough information to demonstrate why you are qualified for the position and why you would be an asset to the company. Avoiding unnecessary details or lengthy explanations will help ensure that your message is clear and direct.

In addition, many individuals fail to mention any unique skills or qualifications they possess. Production support analysts require a variety of technical skills and abilities, so highlighting any special qualifications you have can help demonstrate your value as an employee and make your application stand out from other candidates’ resumes.

Finally, some people neglect to include action verbs in their production support analyst resume objectives. Action words such as “support”, “manage”, “develop”, or “analyze” can help emphasize your professional accomplishments and show potential employers what kind of employee you would be if hired for the position.

By avoiding these common mistakes when writing a production support analyst resume objective, you can increase your chances of getting noticed by potential employers and increase your chances of securing a job in this field.

Related : Production Support Analyst Resume Examples

A right resume objective for a Production Support Analyst should demonstrate how the applicant's skills and experience can be used to help the company meet their production goals, while a wrong resume objective would focus on what the job can do for the applicant.

Editorial staff

Brenna Goyette

Brenna is a certified professional resume writer, career expert, and the content manager of the ResumeCat team. She has a background in corporate recruiting and human resources and has been writing resumes for over 10 years. Brenna has experience in recruiting for tech, finance, and marketing roles and has a passion for helping people find their dream jobs. She creates expert resources to help job seekers write the best resumes and cover letters, land the job, and succeed in the workplace.

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• • Effectively resolved first line application queries for over 150+ clients on a weekly basis.
• • Improved ticketing resolution time by 25% by applying strategic problem-solving techniques.
• • Worked closely with development teams to address and rectify complex application issues, enhancing application reliability by 30%.
• • Ensured 95% of customer SLAs are consistently met through diligent tracking.
• • Coordinated with the Product Manager to provide specification support for future development, facilitating the delivery of 10+ product updates.
• • Handled 200+ customer queries weekly, maintaining a high customer satisfaction rate of 98%.
• • Contributed to UAT and live environment testing, identifying and rectifying errors for robust software performance.
• • Supported the implementation of 5+ major software updates, ensuring seamless transition and minimal downtime.
• • Prepared comprehensive training materials that have raised new-user competency by 35% over a quarter.
• • Set up UAT and Live environments for 10+ new customers.
• • Reduced resolution times by 30% through optimizing support protocols.
• • Administered customer environments in line with solution requirements, ensuring flawless user experience.
• • Assisted in release testing and troubleshooting, enhancing product stability by 40%
• • Coordinated with the Project Manager in customer project reviews, aiding in smooth project to operations transition.

5 Application Support Analyst Resume Examples & Guide for 2024

Your application support analyst resume needs to emphasize your troubleshooting expertise. Demonstrate your ability to quickly resolve technical issues to maintain smooth application performance. Showcase your knack for customer service on your resume. Your proficiency in translating complex technical language into user-friendly terms is vital for effective user support.

All resume examples in this guide

Resume Guide

Simple guide to your application support analyst resume format.

Designing your application support analyst resume experience to grab recruiters' attention

How to create an impactful Application support analyst resume skills section

Optimizing the education and certification sections of your application support analyst resume, crafting the application support analyst resume summary or objective: a blend of achievements, aspirations, and uniqueness, four additional sections to consider for your application support analyst resume, key takeaways.

A common resume challenge faced by Application Support Analysts is demonstrating the ability to handle complex technical issues in a highly pressured environment, effectively translating this hands-on experience into clear, concise, and compelling resume content. Our guide can assist in overcoming this challenge by providing targeted advice on how to craft impactful situation-action-result (SAR) statements, which allow you to succinctly showcase your problem-solving skills and the positive impact of your actions within past roles.

Dive into our concise guide to learn how to:

• Show your application support analyst career's brightest moments through your resume's summary, objective, and experience sections.
• Explore top-notch application support analyst resume examples to understand how to distinguish yourself from other candidates.
• Identify the most sought-after application support analyst skills and certifications in the industry.
• Design a structured yet unique resume layout.

Recommended reads:

• Product Support Specialist resume
• IT System Administrator resume
• Linux System Administrator resume
• Junior Salesforce Admin resume
• Service Desk Analyst resume

Successful application support analyst resumes all have something in common - candidates invest in a simple resume layout . One that is easy to read, makes a good first impression, and is adapted to their professional experience.

There are three distinct resume formats , which help you focus on different aspects of your resume. Those are:

• A reverse-chronological resume format - puts your most recent experience in the spotlight
• A functional skill-based resume format that makes your transferrable skills the center of attention
• A hybrid resume format - it combines skills and experiences.

What's more, keep in mind that your resume usually goes through an ATS (Applicant Tracker System) (i.e. the software used by companies in the hiring process).

The application support analyst resumes that suit the ATS:

• incorporate exact match keywords and skills from the job description;
• should be no longer than two pages;
• should be submitted in a PDF format, unless specified otherwise.

Upload your resume

Drop your resume here or choose a file . PDF & DOCX only. Max 2MB file size.

Consider incorporating design elements like icons or charts to enhance your resume's visual appeal and readability. But remember, the key is subtlety; don't let design overshadow content.

Essential application support analyst resume sections for a comprehensive overview:

• Header: Enables recruiters to swiftly access your contact details and peruse your latest work portfolio.
• Summary or Objective: Offers a snapshot of your career milestones and aspirations.
• Experience: Demonstrates alignment with job prerequisites and highlights your tangible contributions.
• Skills: Captures the full spectrum of your expertise, making you a compelling application support analyst candidate.
• Education & Certifications: Bridges potential experience gaps and underscores your dedication to the field.

What recruiters want to see on your resume:

• Experience with specific software, systems, or platforms relevant to the role. This could include ticketing systems, monitoring tools, and databases.
• Problem-solving and troubleshooting skills which are crucial in responding to and resolving application-related issues.
• Knowledge of ITIL or other industry standard methodologies for IT service management.
• Exceptional communication and customer service skills, especially as it relates to technical explanations to non-technical users.
• Evidence of ongoing learning and certification, such as Microsoft Certified: Azure Administrator Associate or AWS Certified SysOps Administrator, indicating a commitment to keeping up with advancements in the field.
• Resume Layout

Designing your application support analyst resume experience to grab recruiters' attention

For the application support analyst position, it's crucial to show how your expertise matches what they're looking for.

Your resume experience section can be a game-changer. Ensure you:

• Feature roles most relevant to the application support analyst job you're targeting.
• Avoid diving too deep into ancient history - unless what you did a decade ago is super relevant to the application support analyst role.
• Structure each bullet to first describe what you did, followed by the skills you utilized, and then the impact of your efforts.
• Quantify your achievements with numbers, possibly highlighting the broader impact on the organization.
• Emphasize transferable skills - those you've gained in past roles that could be valuable in your new role. This showcases your unique professional value.

Crafting the experience section doesn't mean detailing every job you've ever had. Check out the application support analyst resume samples below to see how top professionals present their experience.

• Provided application support and troubleshooting for internal and external users, ensuring timely resolution of issues.
• Collaborated with cross-functional teams to analyze, diagnose, and resolve software defects, resulting in a 30% reduction in application downtime.
• Implemented proactive monitoring tools, reducing system failures by 20% and improving overall system stability.
• Developed and delivered end-user training sessions on software functionality, empowering users to effectively utilize the applications.
• Created comprehensive documentation on support processes, troubleshooting techniques, and frequently asked questions, enhancing knowledge sharing within the team.
• Delivered second-level application support, investigating and resolving complex technical issues for a global customer base.
• Led the successful migration of a critical application to a new platform, minimizing disruption and ensuring seamless user experience.
• Collaborated with development teams to prioritize and implement bug fixes, resulting in a 15% reduction in customer-reported issues.
• Performed root cause analysis and implemented preventive measures, reducing recurring incidents by 25%.
• Participated in regression testing and quality assurance activities to ensure software reliability and adherence to specifications.
• Provided first-line support for a portfolio of business-critical applications, addressing user inquiries and resolving technical issues.
• Collaborated with vendors to implement system upgrades and enhancements, ensuring optimal performance and functionality.
• Assisted in the development and execution of test plans for new software releases, identifying and reporting defects to development teams.
• Contributed to the creation of a knowledge base, documenting known issues and solutions for efficient troubleshooting.
• Participated in on-call rotation to provide 24/7 support, maintaining high availability and minimizing downtime.
• Supported users in configuring and customizing commercial software applications, ensuring alignment with business requirements.
• Collaborated with clients to gather and analyze software enhancement requests, translating them into actionable development tasks.
• Assisted in the design and implementation of software integrations, improving data flow and synchronization between systems.
• Developed SQL queries and scripts to extract, manipulate, and analyze data, supporting reporting and decision-making processes.
• Facilitated user acceptance testing and conducted training sessions, resulting in smooth software deployments and user adoption.
• Providing technical support for enterprise-level applications, resolving complex issues and ensuring customer satisfaction.
• Collaborating closely with development teams to reproduce and investigate software defects, driving timely resolutions.
• Leading the implementation of automated monitoring solutions, reducing incident response time by 40%.
• Mentoring junior support analysts, facilitating their professional growth and enhancing team performance.
• Contributing to knowledge base articles and best practice documentation, promoting efficient support practices across the organization.
• Provided application support for a diverse client base, addressing user inquiries and resolving technical issues via phone and email.
• Developed and maintained comprehensive incident tracking and resolution system, ensuring accurate and timely record-keeping.
• Collaborated with development teams to test and deploy new software releases, ensuring smooth transitions and minimal disruption.
• Conducted performance tuning and optimization of database queries, resulting in a 25% reduction in application response time.
• Participated in customer-facing meetings to understand business requirements and provide tailored technical solutions.
• Provided comprehensive support for enterprise resource planning (ERP) systems, troubleshooting complex technical issues.
• Collaborated with cross-functional teams to implement system upgrades and enhancements, ensuring seamless operations.
• Assisted in the development and execution of test plans and scripts for ERP module implementations.
• Supported end-users in training sessions and workshops, facilitating their adoption of ERP functionalities.
• Contributed to continuous process improvement initiatives, streamlining support procedures and enhancing customer satisfaction.
• Provided technical assistance for web-based applications, resolving user-reported issues and escalating complex cases as necessary.
• Collaborated with development teams to reproduce and debug software defects, ensuring timely resolution.
• Developed and maintained troubleshooting guides and knowledge base articles, enabling efficient issue resolution.
• Assisted in the creation and execution of test plans for new application features and enhancements.
• Contributed to process improvement initiatives, optimizing support workflows and enhancing customer satisfaction.
• Provided application support for a suite of financial software products, addressing inquiries and resolving technical issues.
• Collaborated with clients to gather requirements and customize software configurations, ensuring optimal functionality.
• Led the successful migration of a major client to the latest software version, resulting in improved performance and increased client satisfaction.
• Developed SQL queries and reports to extract and analyze financial data, supporting decision-making processes.
• Conducted training sessions for end-users, empowering them to utilize software features effectively.
• Provided technical support for mobile application platforms, assisting users in troubleshooting and resolving issues.
• Collaborated with development teams to identify and resolve software defects, ensuring high-quality user experience.
• Performed rigorous testing and quality assurance activities, including load testing and compatibility testing on various devices.
• Developed user guides and documentation, simplifying user onboarding and reducing support inquiries.
• Participated in regular team meetings to discuss emerging issues and share knowledge with colleagues.

Quantifying impact on your resume

• Include the number of applications or systems you have supported. This shows your capability to handle multiple tasks and manage complexity.
• List the number of software bugs or issues resolved, which indicates problem-solving skills and efficiency.
• Quantify the percentage improvement in system uptime or availability due to your contributions, demonstrating your impact on system stability.
• Detail the number of users you've supported or trained, showing your ability to communicate and transfer knowledge effectively.
• Mention the frequency of status reports or documentation you've produced as this demonstrates accountability and thoroughness.
• Highlight any reduction in support ticket resolution time under your service, indicating efficiency and user satisfaction.
• Showcase the size of the data sets you have worked with, illustrating your ability to handle large-scale data operations.
• Note the number of process improvements or automations implemented, proving your initiative and drive for efficiency.

Building a application support analyst resume when experience is sparse

If you're light on relevant experience, consider highlighting:

• Short-term roles or internships undertaken during your academic years.
• Contractual roles, emphasizing their relevance and the outcomes achieved.
• Alternative resume formats, such as functional or hybrid, that spotlight your skills.
• Research roles, especially if they involved significant projects or if your contribution was pivotal to the project's success.
• Resume Keywords
• Resume Buzzwords

Remember, the experience section isn't just about traditional roles. It's a space to highlight all professional learning, whether from internships, contract roles, research projects, or other relevant experiences. If it's added value to your skill set for the application support analyst role, it deserves a mention.

Recruiters always care about the skill set you'd bring about to the application support analyst role. That's why it's a good idea to cherry pick yours wisely, integrating both hard (or technical) and soft skills.

Hard skills are gained through studying, are certifiable, and it's impossible to do your job without them. All in all, they show your suitability for the technical aspect of the role.

Your soft skills are those personality traits you've gained over time and most often than not - outside of the workplace. Soft skills are more difficult to quantify but are definitely worth it - as they show how you'll fit and adapt into a new team environment.

How do you build the skills section of your resume?

• Include up to five or six skills in the section as keywords to align with the advert.
• Create a specific technical skills section to highlight your hard skills aptitude.
• Read more about the culture of the company you're applying and cherry pick the soft skills you have that deserve a mention.
• Make sure you answer the majority of the job requirements that are in the advert within your skills section.

A application support analyst's resume requires a specific skill set that balances both industry-specific hard skills with personal, soft skills. Discover the most often used ones on application support analyst resumes from our list:

Top skills for your application support analyst resume

Understanding of application lifecycle management

Knowledge of SQL and databases

Troubleshooting and debugging skills

Experience with ITSM tools like ServiceNow or Jira

Understanding of software development methodologies, e.g., Agile, Scrum

Technical understanding of operating systems, e.g., Windows, Linux

Knowledge of scripting languages such as Python, Shell scripts

Familiarity with cloud platforms like AWS, Azure

Knowledge of network protocols, firewalls, and VPNs

Understanding of ITIL framework

Problem-solving skills

Excellent communication skills

Teamwork and collaboration

Customer service orientation

Analytical thinking

Time management

Detail-oriented

Adaptability

Stress management

If you're in the process of learning a pivotal skill for the role, mention this on your resume. It demonstrates initiative while maintaining transparency.

Your education and certification sections can be game-changers on your application support analyst resume, showcasing your commitment to professional growth.

For the education section :

• Highlight advanced education, noting the institution and duration.
• If you're currently studying, mention your expected graduation date.
• Exclude degrees that don't align with the job's requirements.
• If relevant, delve into your academic journey, spotlighting significant achievements.

When listing degrees and certifications:

• Feature those directly relevant to the role.
• Highlight recent and significant knowledge or certifications at the top of your resume.
• Provide essential details like the issuing institution and dates for credibility.
• Avoid listing irrelevant degrees or certifications, such as your high school diploma or unrelated specializations.

Remember, even if you're tempted to omit your education or certifications, they can offer a competitive edge, signaling a long-term commitment to the industry.

Best certifications to list on your resume

• Cisco Certified Network Professional (CCNP), Cisco
• Red Hat Certified System Administrator (RHCSA), Red Hat
• AWS Certified Cloud Practitioner (ACCP), Amazon Web Services
• CompTIA A+ Certification, CompTIA
• Certified Information Systems Security Professional (CISSP), International Information System Security Certification Consortium
• Certified Information Systems Auditor (CISA), ISACA

If you're in the process of obtaining a certification listed in the job requirements but haven't completed it yet, be transparent. Mention your ongoing training and the expected completion date. Honesty is always the best policy on a resume.

• Coursework on Resume
• Major Minor on Resume

Whether you opt for a resume summary or objective depends on your career trajectory.

• If you have a rich tapestry of relevant achievements, a resume summary can spotlight these accomplishments.
• If you're relatively new or transitioning, a resume objective can articulate your aspirations and how they align with the role.

Regardless of your choice, this section should encapsulate your unique value proposition, blending your technical and interpersonal strengths.

Resume summary and objective examples for a application support analyst resume

• Dynamic professional with over 8 years' experience in application support. Exceptional technical acumen with proficiency in SQL, Windows Server management, and .Net applications. Proven track record of reducing downtime by 15% through preventive troubleshooting.
• Exceptionally detailed-oriented individual boasting a 7-year stint in software development, now eager to leverage that knowledge in an application support role. Proficient in Python, SQL, and server monitoring tools. Successfully led the development of a key company product, improving efficiency by 20%.
• IT specialist with 5 years' experience in network administration, seeking to translate those skills into an application support role. In-depth understanding of server infrastructure and ITIL processes. Recognized for resolving critical issues leading to 18% increase in system stability.
• Data analyst with a 4-year tenure, keen to transition to application support. Strong grip on data management systems, SQL, and Python. Implemented a data-driven decision-making process, increasing operational efficiency by 10%.
• Recent graduate with a Bachelor's degree in Computer Science, eager to channel my technical prowess in Python, SQL, and Java to thrive in an application support setting. My goal is to utilize my problem-solving skills to ensure seamless application operations and user satisfaction.
• Passionate tech enthusiast pursuing a first step in the application support domain. Armed with a deep understanding of .Net framework and SQL, I am committed to using my strong troubleshooting skills to maintain and improve the performance of business-critical applications.

To give a fuller picture of who you are, consider adding these sections to your application support analyst resume:

• Awards - to showcase your achievements.
• Interests - to share passions outside of work.
• Publications - to highlight your contributions to the field.
• Projects - to spotlight significant accomplishments, even those outside of traditional work settings.
• The format and layout of your application support analyst resume should reflect your career experience;
• Use the resume summary and objective to highlight your most prominent accomplishments;
• Always be specific about your experience and consider what value each bullet adds to your application support analyst application;
• Consider how your academic background and technical capabilities could further showcase your alignment to the role;
• Your soft skills should contribute to your overall application support analyst profile - aligning your personality with your professional self.

Looking to build your own Application Support Analyst resume?

• Resume Examples

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Support Analyst resume examples for 2024

Providing customer service, troubleshooting, and technical support are critical responsibilities for support analysts. They need to communicate with users, identify problems, and find solutions. Analytical and problem-solving skills are also essential, as support analysts need to troubleshoot and resolve complex issues. They must also have strong interpersonal skills as they work with customers and colleagues.

Support Analyst resume example

How to format your support analyst resume:.

• The job title on your resume should match your application for the role.
• Ensure your work experience focuses on achievements, rather than responsibilities.
• Recruiters and hiring managers suggest fitting your resume on one page.

Choose from 10+ customizable support analyst resume templates

Choose from a variety of easy-to-use support analyst resume templates and get expert advice from Zippia’s AI resume writer along the way. Using pre-approved templates, you can rest assured that the structure and format of your support analyst resume is top notch. Choose a template with the colors, fonts & text sizes that are appropriate for your industry.

Support Analyst resume format and sections

1. add contact information to your support analyst resume.

Support Analyst Resume Contact Information Example # 1

Dhruv Johnson

[email protected] | 333-111-2222 | www.linkedin.com/in/dhruv-johnson

2. Add relevant education to your support analyst resume

Your resume's education section should include:

• The name of your school
• The date you graduated ( Month, Year or Year are both appropriate)
• The name of your degree

If you graduated more than 15 years ago, you should consider dropping your graduation date to avoid age discrimination.

Optional subsections for your education section include:

• Academic awards (Dean's List, Latin honors, etc. )
• GPA (if you're a recent graduate and your GPA was 3.5+)
• Extra certifications
• Academic projects (thesis, dissertation, etc. )

Other tips to consider when writing your education section include:

• If you're a recent graduate, you might opt to place your education section above your experience section
• The more work experience you get, the shorter your education section should be
• List your education in reverse chronological order, with your most recent and high-ranking degrees first
• If you haven't graduated yet, you can include "Expected graduation date" to the entry for that school

Check More About Support Analyst Education

Support Analyst Resume Relevant Education Example # 1

Some College Courses In Computer Science 2014 - 2016

University of Illinois at Chicago Chicago, IL

Support Analyst Resume Relevant Education Example # 2

Associate's Degree In Political Science 2008 - 2010

University of Washington Seattle, WA

3. Next, create a support analyst skills section on your resume

Your resume's skills section should include the most important keywords from the job description, as long as you actually have those skills. If you haven't started your job search yet, you can look over resumes to get an idea of what skills are the most important.

Here are some tips to keep in mind when writing your resume's skills section:

• Include 6-12 skills, in bullet point form
• List mostly hard skills ; soft skills are hard to test
• Emphasize the skills that are most important for the job

Hard skills are generally more important to hiring managers because they relate to on-the-job knowledge and specific experience with a certain technology or process.

Soft skills are also valuable, as they're highly transferable and make you a great person to work alongside, but they're impossible to prove on a resume.

Example of skills to include on an support analyst resume

Customer service is the process of offering assistance to all the current and potential customers -- answering questions, fixing problems, and providing excellent service. The main goal of customer service is to build a strong relationship with the customers so that they keep coming back for more business.

Troubleshooting is the process of analyzing and fixing any kind of problem in a system or a machine. Troubleshooting is the detailed yet quick search in the system for the main source of an issue and solving it.

Technical support or tech support are the services provided by any hardware or software company to users. They help in solving the technical difficulties the customers face with their products or services. Moreover, the tech support employees maintain, manage, and repair the IT faults. They are also responsible for resolving the network problems, installing and configuring hardware and software.

The efficient operation of an application needs day to day maintenance that is done through application support. It assists users to manage any queries or errors they may face in the daily use of the application as well as provide a contact that users can reach for assistance. It may include a service desk and backups.

Issue resolution refers to a set of processes that can be used to resolve an issue, conflict, dispute, or claim, and the ability to deal with the problems that need to be resolved, the decisions that need to be made, and the risks that need to be mitigated. Essentially, an issue resolution process intends to make it easier for people to come to a resolution following an issue.

Data entry means entering data into a company's system with the help of a keyboard. A person responsible for entering data may also be asked to verify the authenticity of the data being entered. A person doing data entry must pay great attention to tiny details.

A management system is a set of policies, processes, and procedures taken by an organization or a business to ensure it can fulfill its tasks and achieve its objectives. A management system makes sure that the company excels financially and improves the user experience. The management system also takes care of the worker's and employees' needs and manages their workload and oversees their performance. Apart from interior matters of the company, a management system also deals with exterior matters like legislations, tax matters, and law issues.

Top Skills for a Support Analyst

• Customer Service , 16.4%
• Troubleshoot , 6.8%
• Technical Support , 5.3%
• Application Support , 5.2%
• Other Skills , 66.3%

4. List your support analyst experience

The most important part of any resume for a support analyst is the experience section. Recruiters and hiring managers expect to see your experience listed in reverse chronological order, meaning that you should begin with your most recent experience and then work backwards.

Don't just list your job duties below each job entry. Instead, make sure most of your bullet points discuss impressive achievements from your past positions. Whenever you can, use numbers to contextualize your accomplishments for the hiring manager reading your resume.

It's okay if you can't include exact percentages or dollar figures. There's a big difference even between saying "Managed a team of support analysts" and "Managed a team of 6 support analysts over a 9-month project. "

Most importantly, make sure that the experience you include is relevant to the job you're applying for. Use the job description to ensure that each bullet point on your resume is appropriate and helpful.

• Implemented and maintained the Windows 95 Team of up to 300 members during its original release.
• Assisted customers with items such as troubleshooting hardware/software issues.
• Transferred to Atlanta in 1997 and was promoted to a position in new Hardware Support group.
• Ensured the Prompt UPS Return Shipment of Old Hardware.
• Managed internal selection of IBM employees and contractors, and work schedules for the seven member AIX team.
• Provided support to 1200 clients for all Hardware on PCs and Laptops.
• Maintained current approved listing of personal computer hardware and software.
• Routed cables, unboxed and set up all new hardware, including dual screen configurations.
• Required to quickly and adeptly analyze complex situations and to advise bankers on actions needed for complex maintenance.
• Trained staff on operating procedures and company services and identified individual development needs with appropriate training.
• Performed day-to-day hardware and software technical support for internal University of Chicago hospital employees.
• Led the implementation and automation of vulnerability management and threat detection tools.
• supported software and hardware for the OBGYN department.
• Worked on Python-based internal tooling.
• Performed hardware diagnostic and replacement.
• Loaded updates that were required for all CAD tools.
• Involved in creation, installing, upgrading databases 11gR2 to 12c, and administration of Databases in both SQL/Windows Environments.
• Developed templates on Cisco Prime Infrastructure 2.0..
• Executed shell scripts on UNIX for Server auto start-ups, shut-downs and log files checking and daily/weekly job scripts.
• Standardized all drawings needed to fabricate and assemble PCB's.

5. Highlight support analyst certifications on your resume

Specific support analyst certifications can be a powerful tool to show employers you've developed the appropriate skills.

If you have any of these certifications, make sure to put them on your support analyst resume:

• Security 5 Certification
• Certified Network Computer Technician (CNCT)
• Project Management Professional (PMP)
• Certified Pharmacy Technician (CPhT)
• Certified Information Security Manager (CISM)
• Microsoft Certified Technology Specialist: .NET Framework 3.5, Windows Workflow Fnd Applications (MCTS)
• HDI Desktop Support Technician (HDI)
• Apple Certified Support Professional 10.10 (ACSP)
• HDI Support Center Manager (HDI)
• Support Center Analyst (SCA)

6. Finally, add an support analyst resume summary or objective statement

A resume summary statement consists of 1-3 sentences at the top of your support analyst resume that quickly summarizes who you are and what you have to offer. The summary statement should include your job title, years of experience (if it's 3+), and an impressive accomplishment, if you have space for it.

Remember to emphasize skills and experiences that feature in the job description.

Common support analyst resume skills

• Customer Service
• Troubleshoot
• Technical Support
• Application Support
• Issue Resolution
• Excellent Interpersonal
• Management System
• Phone Calls
• System Issues
• Strong Analytical
• Strong Problem-Solving
• User Support
• Level Support
• Customer Satisfaction
• Customer Support
• Desktop Support
• Problem Resolution
• Technical Assistance
• Technical Issues
• Software Issues
• Customer Issues
• Software Applications
• Computer System
• Software Support
• Troubleshooting Assistance
• Phone Support

Support Analyst Jobs

Links to help optimize your support analyst resume.

• How To Write A Resume
• List Of Skills For Your Resume
• How To Write A Resume Summary Statement
• Action Words For Your Resume
• How To List References On Your Resume

Updated March 14, 2024

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

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Support Analyst Related Careers

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• Help Desk Analyst
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Support Analyst Related Jobs

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System Support Analyst Resume Examples

Writing a resume for a System Support Analyst position is a challenging task. The Systems Support Analyst role is a multi-faceted one, requiring both technical and communication skills. To land the role, you need to make sure your resume stands out from the competition. This guide will provide you with resources and advice to help you create a System Support Analyst resume that will impress potential employers. With examples of well-written resumes, you will have an insight into the components that are needed to make a successful resume and ultimately land the job.

If you didn’t find what you were looking for, be sure to check out our complete library of resume examples .

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System Support Analyst

123 Main Street | Anytown, USA 99999 | Phone: (123) 456-7890 | Email: [email protected]

Highly experienced and skilled System Support Analyst with 8+ years of experience in a variety of IT roles. Proven success in designing, implementing, and supporting enterprise- level tools and solutions. Skilled in trouble- shooting and problem- solving IT issues and providing technical support to customers. Adept at quickly identifying and resolving system issues, optimizing system performance and leveraging automation to improve operational efficiencies. Core Skills :

• IT Support Services
• Systems Administration
• Network Administration & Troubleshooting
• Technical Documentation
• Automation & Scripting
• System Monitoring & Maintenance
• Customer Service & Support
• Problem Solving & Analysis
• Network Security & Firewalls Professional Experience : System Support Analyst, ABC Solutions, 2020- Present
• Provide frontline technical support for in- house systems, hardware, software, and networking devices.
• Respond to inquiries and requests for assistance from customers via phone, email, and chat.
• Diagnose and resolve technical issues, identify and recommend solutions, and adhere to SLAs.
• Monitor systems and hardware performance, address and resolve any issues, and provide technical assistance.
• Establish and maintain best practices for system management and develop automation scripts to improve operational efficiencies.
• Participate in system upgrades, patching, and security measures.
• Perform user account maintenance and access rights management. System Administrator, XYZ Development, 2015- 2020
• Managed network operations and IT security, including firewalls, virus protection, and network access controls.
• Optimized system performance through monitoring system usage and data storage, identifying bottlenecks, and performing system maintenance.
• Configured and maintained systems, hardware, and software, including end- user workstations, server systems, and applications.
• Developed technical documentation, including user manuals and system support documentation.

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System Support Analyst Resume with No Experience

Recent college graduate with a Bachelor’s Degree in Computer Science and a well- rounded understanding of computer systems and network infrastructures. Highly motivated to succeed in a system support analyst role and eager to contribute in a dynamic and fast- paced team.

• Excellent problem- solving skills
• Proficient in Windows, Linux, and Mac OS
• Familiarity with coding languages such as Python and SQL
• Proficient in database administration and troubleshooting
• Knowledge of networking protocols and network security
• Ability to provide technical user support in a customer service context
• Excellent communication and interpersonal skills

Responsibilities

• Identify, diagnose, and troubleshoot system problems and provide technical assistance and support
• Implement system enhancements and updates
• Monitor and maintain network infrastructures and systems
• Manage system security and user access privileges
• Provide training and technical support to users
• Develop, test, and document system solutions
• Develop and maintain system documentation and user manuals

Experience 0 Years

Level Junior

Education Bachelor’s

System Support Analyst Resume with 2 Years of Experience

Highly experienced System Support Analyst with over 2 years of experience and expertise in providing technical support services. Proven ability to install, maintain and troubleshoot computer hardware, software and other related systems. Adept in resolving client inquiries, resolving technical issues and providing support to end users. Demonstrated success in analyzing system performance and developing plans for system improvement.

Core Skills :

• Problem Solving
• Technical Writing
• Troubleshooting
• Network Administration
• System Administration
• Operating Systems
• System Documentation
• Customer Service
• System Design

Responsibilities :

• Installed, maintained and troubleshot computer hardware, software and other related systems.
• Analyzed system performance and developed plans for system improvement.
• Resolved client inquiries and technical issues.
• Provided support to end users.
• Developed technical documentation for system deployment and maintenance.
• Assisted in the design and implementation of new systems.
• Monitored system performance and proactively identified areas of improvement.
• Created user accounts and handled user authentication.
• Identified potential system malfunctions and implemented corrective actions.

Experience 2+ Years

System Support Analyst Resume with 5 Years of Experience

I am a highly experienced System Support Analyst with a proven track record of providing reliable and efficient IT support. Experienced in a wide range of IT disciplines and systems, I have a keen eye for detail and am comfortable working independently or as part of a team. I have five years of experience working in a variety of roles in IT, and I am confident in my ability to provide the highest level of customer service.

• Systems Administration: Configuring and troubleshooting Windows, Mac and Linux systems and applications, Active Directory, Exchange, Office 365, and more.
• Networking: Installing and configuring routers, switches, and firewalls, utilizing TCP/IP and other protocols.
• User Support: Providing technical support to end- users, responding to customer inquiries, resolving customer issues, and training on software and hardware use.
• Project Management: Managing projects from start to finish, ensuring on- time completion and meeting customer expectations.
• Problem Solving: Identifying and resolving complex IT problems quickly and efficiently.
• Provide technical support to end- users to diagnose and resolve issues.
• Install, configure, and troubleshoot Windows, Mac, and Linux systems and applications.
• Monitor system performance and proactively identify potential problems.
• Create and maintain technical documentation, including system configurations and troubleshooting steps.
• Maintain hardware and software inventories.
• Implement security measures in accordance with established procedures.
• Train users on software applications and hardware use.
• Manage projects from start to finish, including planning, implementation, and testing.

Experience 5+ Years

Level Senior

System Support Analyst Resume with 7 Years of Experience

A highly experienced System Support Analyst with 7 years of experience in solving complex technical problems in an efficient manner. Possesses strong knowledge of Windows and Linux operating systems, system design and development, and network administration. Skilled in designing and installing computer systems, software and networks, training users, and providing technical assistance. Adept at troubleshooting and resolving hardware and software issues in a timely and professional manner.

• System Design and Development
• Software and Network Administration
• Windows and Linux Operating Systems
• Hardware and Software Troubleshooting
• Technical Documentation and Training
• Systems Analysis and Documentation
• Customer Support
• Provided technical assistance to users in the organization
• Installed, configured and maintained computer systems, software and networks
• Performed troubleshooting and resolutions of hardware and software issues
• Provided system maintenance and operation support
• Followed software and hardware installation guidelines
• Developed and maintained technical documentation
• Conducted training for users on the system operation
• Assisted in system analysis, design and development

Experience 7+ Years

System Support Analyst Resume with 10 Years of Experience

Highly experienced System Support Analyst with over 10 years of professional experience in providing IT support, troubleshooting hardware and software, and maintaining system configurations and setups. Proven track record of success in delivering technical assistance to both internal and external customers and providing solutions to complex technical problems. Possesses excellent problem- solving, organizational, and customer service skills.

• Network and Systems Configuration
• Software Installation and Maintenance
• System Diagnostics and Optimization
• Customer Service and Technical Support
• Documentation and Report Writing
• IT Security and Compliance
• Networking Principles and Technologies
• Problem Solving and Analysis
• Diagnose and troubleshoot system hardware, software, and network issues.
• Install, configure, and maintain computer systems and software.
• Maintain and update system configurations and setup.
• Provide technical assistance and customer service support to internal and external customers.
• Manage and monitor system performance and data security.
• Perform system maintenance and diagnostics to ensure optimal system performance.
• Monitor system backups and restoration processes.
• Develop and implement IT security policies and procedures.
• Prepare technical reports and documentations.

Experience 10+ Years

Level Senior Manager

Education Master’s

System Support Analyst Resume with 15 Years of Experience

System Support Analyst with 15 years of experience providing technical assistance, troubleshooting, and problem resolution for small and large businesses. Proven ability to manage multiple projects and prioritize tasks. Adept in resolving software and hardware issues, providing system training, and making recommendations for process improvement. Skills include troubleshooting and repairing Windows systems, diagnosing network- related issues, and scripting in various programming languages.

• Technical Support and Maintenance
• Network Troubleshooting
• Process Improvement
• System Training
• Software and Hardware Troubleshooting
• Windows Systems
• Network Security
• Diagnose and troubleshoot hardware and software problems with users’ computers.
• Install, configure, and deploy software applications.
• Monitor and maintain health of network systems.
• Provide technical assistance on software and hardware issues.
• Develop and implement system training programs.
• Manage multiple projects and prioritize tasks.
• Make recommendations for process improvement.
• Create scripts in various programming languages.
• Respond to customer inquiries in a timely manner.
• Maintain user accounts and system security.

Experience 15+ Years

Level Director

In addition to this, be sure to check out our resume templates , resume formats ,  cover letter examples ,  job description , and  career advice  pages for more helpful tips and advice.

What should be included in a System Support Analyst resume?

A System Support Analyst is responsible for monitoring and maintaining an organization’s computer systems and networks. In order to be considered for a position as a System Support Analyst, applicants must present a resume that highlights their technical expertise, customer service skills, and problem-solving abilities.

When crafting your System Support Analyst resume, make sure to include the following information:

• Professional Summary: Begin your resume with a professional summary that clearly outlines your experience, technical skills, and customer service abilities.
• Technical Skills: Highlight the technical skills that you possess and emphasize any certifications that you have obtained.
• Experience: Provide a comprehensive list of the systems and networks that you have maintained in previous roles.
• Education: Include any relevant degrees or certifications that you have obtained in the field of technology or computer systems.
• Customer Service: Reference any experiences you have had that demonstrate your customer service skills.
• Problem-Solving: Detail any instances where you have used your problem-solving abilities to troubleshoot and resolve an issue.
• Achievements: Include any awards or recognitions that you have received in the field of computer systems and networks.

By following these guidelines, you can create a resume that will stand out and help you get the System Support Analyst position you are looking for.

What is a good summary for a System Support Analyst resume?

A system support analyst is an IT professional responsible for providing technical assistance for computer systems and the software programs running on them. The role of a system support analyst is to ensure that the system runs smoothly and efficiently, and can often include diagnosing and solving technical problems.

When writing a resume for a system support analyst role, it is important to focus on the technical skills and experience you have that make you the best candidate for the job. Your summary should be tailored to the job posting and highlight the specific areas of expertise you have that are pertinent to the job. Additionally, you should include any certifications, awards, or honors you have that are related to the position.

Your summary should focus on the key skills you bring to the role, such as providing technical support, troubleshooting and diagnosing computer problems, and developing and implementing new systems. It should also emphasize your ability to communicate effectively with clients and colleagues, and your commitment to staying up-to-date with the latest trends and technologies in the IT field.

By including a unique and effective summary in your resume, you can make the best impression possible and demonstrate your qualifications to potential employers. This will help you stand out among other applicants and give you the best chance at being hired as a system support analyst.

What is a good objective for a System Support Analyst resume?

The role of a System Support Analyst is to provide technical assistance and IT solutions to internal or external customers. As such, a good objective for a System Support Analyst resume should emphasize the applicant’s technical expertise and customer service capabilities.

• Showcase expertise in providing technical support to a range of IT systems and applications
• Demonstrate experience in troubleshooting software and hardware issues
• Exhibit strong customer service skills, ensuring customer satisfaction
• Highlight the ability to work independently and as part of a team
• Offer an understanding of system security, network topologies and protocols
• Illustrate a working knowledge of various operating systems and software programs
• Detail experience in writing technical documentation and training users
• Demonstrate an aptitude for problem-solving and decision-making
• Illustrate the ability to prioritize tasks and manage time effectively

How do you list System Support Analyst skills on a resume?

Whether you are applying for a System Support Analyst role or any other IT position, it is important to include an accurate and comprehensive list of your technical and soft skills. System Support Analysts are responsible for providing technical assistance and resolution to end users, installing and configuring hardware, troubleshooting software and hardware, and more. It is essential to list the skills necessary to perform these duties on your resume. Here is a list of the key skills to include when listing System Support Analyst skills on a resume:

• Expertise in computer hardware, software, and network systems
• Proficiency in troubleshooting, problem-solving, and critical thinking
• Strong customer service and communication skills
• Knowledge of Windows, Mac, Linux and UNIX operating systems
• Ability to diagnose and resolve technical issues
• Experience with data backup, system security, and virus protection
• Familiarity with remote access and cloud computing technologies
• Skilled in setting up and configuring hardware and software
• Familiarity with scripting and programming languages such as HTML, JavaScript, and SQL
• Ability to work independently or in team settings
• Excellent organizational and time management skills.

What skills should I put on my resume for System Support Analyst?

When applying for a System Support Analyst role, it is important to highlight the relevant skills you possess as this is what employers look for when making hiring decisions. A few skills to consider including on your resume are:

• Technical Knowledge: System Support Analysts need to have a strong understanding of IT systems and networks. Skills related to this include troubleshooting, system installation, server maintenance, and cloud computing.
• Problem Solving: System Support Analysts need to be able to quickly identify and solve technical problems. Skills related to this include critical thinking, analytical skills, and the ability to resolve conflicts.
• Communication: System Support Analysts need to have excellent communication skills in order to effectively communicate with team members, customers, and other stakeholders.
• Interpersonal Skills: System Support Analysts need to be able to work well with others and build effective working relationships.
• Customer Service: System Support Analysts need to have good customer service skills in order to provide timely, effective, and empathetic support to customers.
• Time Management: System Support Analysts need to be able to manage their time effectively in order to meet deadlines and prioritize tasks.

By highlighting these skills on your resume, you can demonstrate to employers that you have the necessary skills and qualifications to be a successful System Support Analyst.

Key takeaways for an System Support Analyst resume

When it comes to creating your resume as a System Support Analyst, there are a few key takeaways you should keep in mind. As a System Support Analyst, it is important to emphasize your technical knowledge and experience in the field as well as your problem solving skills. Here are a few important takeaways for creating your System Support Analyst resume:

• Highlight your technical skillset: System Support Analysts are expected to have a comprehensive understanding of computer systems, software, and hardware. Make sure you list any relevant certifications, programming languages, and other technical skills you have.
• Showcase your problem-solving skills: System Support Analysts often have to troubleshoot and fix computer-related issues. Include examples of how you have successfully solved complex problems in past positions to help demonstrate your value.
• Demonstrate your customer service experience: System Support Analysts are often the face of a company’s technical support. Include examples of how you have successfully managed customer service issues, as this is a key component of the role.
• Show your attention to detail: System Support Analysts are expected to pay close attention to detail. Include examples of how you have successfully identified and fixed issues in past positions.

By following these key takeaways, you can ensure your resume stands out from the crowd when applying for a System Support Analyst position. Make sure to highlight your technical knowledge, problem-solving skills, customer service experience, and attention to detail in order to demonstrate your value as a System Support Analyst.

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33 Strong Business Analyst Resume Objective Statement Examples

Do you want a job as a business analyst? Employers are going to read the top half of your resume first, starting with your objective statement. This means your objective statement is really important. Before you start writing yours, look at the examples below to get a sense of what to include and the overall style of the objective statement.

The next step to crafting the perfect objective statement is to pull out the job listing for the job you want. Identify keywords from the job description that the employer needs, and that you have. Make sure to include those keywords as you draft. Next, identify soft skills from the job posting or from the examples below that you have, and include those as well. Communicate that you have both the hard and soft skills that the employer needs, and that you are the right person for the job.

Below is a selection of objectives statements for business analysts with a range of experience to guide you in writing a powerful objective statement for your resume:

Experienced Business Analyst Objective Statements

• Success-driven and focused business analyst looking for a new role, bringing extensive expertise of automating manual processes, diagnosing existing inefficiencies and proposing innovative solutions based on specified needs.
• Highly organized and driven team player with six years of experience in the pharmaceuticals and medical equipment industries, seeking a Business Analyst position with BH Pharma, bringing demonstrated achievement of increasing revenue by 15% after conducting analyses of competitor HB Pharma.
• Versatile and solutions-oriented business analyst with demonstrated ability to use data analytics to enhance operational efficiency resulting in 10% increase in revenue for a leading automotive manufacturer, coming with relentless hustle and willingness to do whatever it takes to drive a successful outcome.
• Detail-oriented quantitative business analyst with two years’ experience in analyzing national consumer trends and interpreting big data to inform marketing strategies of leading supermarkets, coming with exceptional proficiency in data visualization tools and B.S. in Computer Science (GPA 3.9), seeking to support ABC Grocery Co.’s growth from a regional food retailer to a national market player.
• To obtain a Business Analyst position at LuxuryMark Online App, leveraging demonstrated expertise in KPI reporting and marketing research, expert knowledge of SQL and MS Excel, and hands-on experience with Tableau. Bringing excellent written and verbal communication skills and a passion for delivering actionable insights to key stakeholders.
• Innovative problem-solver with three years of experience in using multi-method approaches to analyze organizational processes, coming with demonstrated ability to identify challenges and develop solutions using root cause and workflow analyses. Offering exceptional business judgment, analytical and social skills to aid successful meeting of company goals.
• Seeking a Business Analyst position at ABC Data Discovery Inc. to collaborate with project managers to develop business solutions, bringing Salesforce and Excel skills; personable project management skills; demonstrated capabilities in data mining, statistical analyses and predictive modeling, and B.S. in Mathematics (GPA 3.8).
• Highly seasoned and driven business analyst with over 25 years’ experience analyzing business processes in the automotive industry, aiming to work with company directors to develop informed approaches to research and development to achieve company goals.
• Results-oriented and dynamic business analyst experienced in developing and refining algorithms to ensure efficient stock management, seeking to apply proven approaches to increasing efficiency throughout business process at Gen Pharmaceuticals.
• To obtain a Senior Business Analyst position at Marine Partners, bringing over 15 years’ experience analyzing and automating process within the shipping industry, and proven skills to equip company directors with tools to ensure they are prepared to respond to existing and future challenges while ensuring value for money.
• Dynamic problem-solver with four years’ experience of applying software to help organizations automate manual processes, coming with excellent interpersonal skills and a superb ability to gain buy-in to new processes across teams.
• To support Global Ltd. in improving gross revenue by maximizing performance of the MENA sales teams through analysis of client relationships, drawing on previous success of increasing gross revenue of competitor Worldwide Ltd. by 15%.
• Flexible and reliable business analyst with eight years’ experience seeking a position with a healthcare company, leveraging demonstrated achievement in guiding leading healthcare companies to improve their business functions, in managing medical supply chains, and in more effectively implementing telehealth solutions.
• Outcome-oriented business analyst with experience guiding cross-functional teams in the efficient collaboration, delivery and documentation of processes to collectively achieve organizational goals, seeking opportunities to innovate existing business processes and achieve maximal results in an efficient and cost-effective manner.
• Highly analytical business analyst with the ability to easily handle large datasets, draw out insights and validate them, looking to apply my experience at Data Compute Inc., bringing a deep understanding of data analytics and commercial awareness gained over 12 years working with computing and data management organizations ranging from start-ups to industry leaders.

Entry-Level Business Analyst Objective Statements

• Motivated technology professional applying for the Business Systems Analyst position at Advantage Corporation, bringing knowledge of the ETL process, experience with various tools (such as SQL databases, JAVA, and HTML), incredible work ethic, and B.S. in Computer Science.
• Business-minded self-starter seeking business analyst position, demonstrating emotional intelligence, ability to make professional connections with clients, aptitude for challenge, proficiency in Microsoft Office products, and familiarity with Salesforce. Offering a can-do attitude, sense of urgency and unbeatable work ethic.
• Applying for Global Web Analyst position at Online Fashion Retailer, Inc., bringing knowledge of HTML5, CSS3, JavaScript; strong organizational skills, and ability to learn quickly in an ever-changing, fast-paced environment. Ready to give 110% of myself to build excellent relationships and perform at the highest levels for the benefit of the company.
• Recent graduate with B.S. in Management Information Systems seeking a business analyst position, offering great customer facing skills, proficient technical writing skills, superior verbal communication and presentation skills, and flexibility to travel as needed. Eager to work hard to begin learning and developing professionally for the benefit of the company.
• Hardworking, responsible and organized team player with B.S. in Computer Science (GPA 3.5), looking to secure business analyst position, leveraging working knowledge of SQL, Python and Excel, ability to read code, and having the highest integrity.
• Independent and proactive graduate with a strong sense of urgency, seeking position as a Business Analyst at Garrison Retail Stores, aiming to combine exceptional interpersonal skills, strong working knowledge of MS Office, working knowledge of database management systems, and superior communication and presentation skills for the benefit of the company.
• Flexible and personable individual with attention-to-detail, seeking role as a business analyst to help maximize human resource management, reduce staff turnover, and attract top talent, coming with a recent B.S. in Business Management.
• Senior-year student working towards B.S. in Finance (GPA 3.7), applying for Business Analyst position at Smith Health Group to start after graduation, coming with proficiency in PC-based software programs and automated database management systems as well as MS Office, and the ability to communicate clearly and effectively with people from diverse backgrounds.
• Exceptionally analytical self-starter with a high level of energy, seeking business analyst position in a fast-paced team environment to demonstrate ability to solve complex problems, to work effectively with people across all levels of the organization, and to continuously learn and improve. Bringing B.S. in Business Administration, flexibility to work when and where needed, and ability to travel.
• Recent graduate with B.S. in Accounting (GPA 3.6) applying for Business and Operations Analyst position at XYZ Metal Manufacturing, seeking to utilize strong computer skills, detail-oriented approach to problem-solving, and aptitude to build strong and positive relationships.
• Responsible, dependable and quickly adaptable graduate with B.S. in Computer Science (GPA 3.4), seeking a business analyst role to utilize expertise in data analytics and software development to help rationalize business processes, understand workflows, and more quickly and efficiently achieve corporate goals.
• Detail-oriented graduate of the highest level of personal integrity and ethical standards, a positive attitude and a strong work ethic, seeking Hedge Fund Business Development Analyst position at ABC Investors, LP, leveraging coursework from B.S. in Finance and a desire to work collaboratively across the organization.
• Customer-focused team player, seeking a Business Analyst position with Web and Mobile, Inc., leveraging B.S. in Computer Science, strong communication and technical skills, and an excitement to begin a career where analyses of complex problems and derived solutions benefit stakeholders at multiple levels.
• Innovative and self-motivated graduate with B.S. in Computer Science (GPA 3.8), looking to work with clients to define and implement their artificial intelligence strategies, coming with knowledge of several coding languages, ability to thrive in a fast-paced environment, excitement to learn, and ability to travel as needed.
• Professional team player with unrelenting integrity, strong communication skills and the ability to work independently on multiple projects simultaneously, seeking a Business Systems Process Improvement Analyst position with ABC Gas, bringing B.S. in Business Administration, great time management skills, and a deep desire to learn.

Career Change Business Analyst Objective Statements

• Early career business analyst looking to support companies to innovate and apply new technologies to minimize waste, enhance efficiency and maximize profits, holding a Ph.D. in Data Analytics and bringing two years’ experience in consulting.
• Hardworking and focused customer service representative with high emotional intelligence, seeking to transition career and secure Business Analyst position with Smith Credit Union, leveraging clear and concise verbal and written communication skills, ability to effectively collaborate with business and technical teams, strong analytical skills, and unrelenting can-do attitude.
• Adaptable and high-energy team player looking for a job as a business analyst position, coming with four years of experience in the hospitality industry. Ready to provide proficiency with spreadsheets, flow charts, sequence diagrams, and a passion for software and technology in career transition for benefit of the company.

After you have prepared your objective statement, go through your resume and determine if there is any tailoring in your resume that you can do for the particular job you want. Make sure that your resume is 100% error-free by asking a friend or two to review it for you, or putting it away for at least a day so that you can read it through again with “fresh eyes” to try to catch any mistakes. Best of luck!

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Skill profile, support analyst, improve your resume's success rate by using these support analyst skills and keywords ..

• Hard Skills and Keywords for your Support Analyst Resume
• ATS Scan : Compare Your Resume To These Skills
• Sample Resume Templates
• How To Add Skills
• Soft Skills for Support Analyst Roles
• Support Analyst More Resume Templates

Resume Skills and Keywords from Related Jobs

Browse skills from similar jobs, frequently asked questions.

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Looking for keywords for a specific job search for your job title here., © 2024 resume worded. all rights reserved., support analyst resume keywords and skills (hard skills).

Here are the keywords and skills that appear most frequently on recent Support Analyst job postings. In other words, these are the most sought after skills by recruiters and hiring managers. Go to Sample Templates ↓ below to see how to include them on your resume. Remember that every job is different. Instead of including all keywords on your resume, identify those that are most relevant to the job you're applying to. Use the free Targeted Resume tool to help with this.

• Windows Server
• Technical Support
• Active Directory
• Operating Systems
•  Find out what your resume's missing
• Microsoft SQL Server
• IT Service Management
• Network Administration
• Infrastructure
• IT Management
• Domain Name System (DNS)
• Troubleshooting
• Business Analysis
• Requirements Analysis
• System Administration
• Microsoft Exchange
• Business Process Improvement
• Information Technology
• Application Support
• Software Development Life Cycle (SDLC)

Resume Skills: Programming

• Shell scripting
•  Match your resume to these skills

Resume Skills: Software & Tools

• Microsoft Office 365

Resume Skills: Productivity Software

• MS Office Suite (Excel, Word, PowerPoint)
• Google Workspace (Docs, Sheets, Slides)

Resume Skills: Technical

• Data Analysis
• Business Intelligence
• Agile methodologies

Resume Skills: Operating Systems

Resume skills: networking, resume skills: network protocols.

  Where on my resume do I add these buzzwords? Add keywords directly into your resume's work experiences , education or projects. Alternatively, you can also include a Skills section where you can list your technical skills in order of your proficiency. Only include these technical skills or keywords into your resume if you actually have experience with them.

   Does your resume contain all the right skills? Paste in your resume in the AI Resume Scan ↓ section below and get an instant score.

Compare Your Resume To These Support Analyst Skills (ATS Scan)

Paste your resume below and our AI will identify which keywords are missing from your resume from the list above (and what you need to include). Including the right keywords will help you get past Applicant Tracking Systems (i.e. resume screeners) which may scan your resume for keywords to see if you're a match for the job.

Sample Support Analyst Resume Examples: How To Include These Skills

Add keywords directly into your resume's work experiences , education or skills section , like we've shown in the examples below. use the examples below as inspiration..

  Where on my resume do I add these buzzwords? Add keywords directly into your resume's work experiences , education or projects. Only include these technical skills or keywords into your resume if you actually have experience with them.

How do I add skills to a Support Analyst resume?

Go through the Support Analyst posting you're applying to, and identify hard skills the company is looking for. For example, skills like Operating Systems, Windows Server and Technical Support are possible skills. These are skills you should try to include on your resume.

Add other common skills from your industry - such as Active Directory, Windows and SQL - into your resume if they're relevant.

Incorporate skills - like Windows 7, Information Technology and Microsoft SQL Server - into your work experience too. This shows hiring managers that you have practical experience with these tools, techniques and skills.

Recruiters want to know that you're the kind of person that can solve new and challenging problems. In your Support Analyst resume, highlight projects that involved problems that were technically complex or mattered to the company.

Analytical skills involve your ability to break down a problem and come up with effective solutions. On Support Analyst resumes, hiring managers want to see evidence of how you analyzed quantitative or qualitative data.

Try to add the exact job title, Support Analyst, somewhere into your resume to get past resume screeners. See the infographic for how to do this.

Word Cloud for Support Analyst Skills & Keywords

The following word cloud highlights the most popular keywords that appear on Support Analyst job descriptions. The bigger the word, the more frequently it shows up on employer's job postings. If you have experience with these keywords, include them on your resume.

Support Analyst Soft Skills

Here are common soft skills that appear on Support Analyst job postings. Unlike hard skills, which refer to tools, software or techniques, soft skills focus on character traits and interpersonal skills. Instead of listing these phrases on your resume, try to show them through your bullet points like in the examples below.

Tip: Do not list these words or phrases on your resume, and instead focus on the hard skills we described above.

We also found variations and further specializations to your job title. Browse through the related job titles to find additional keywords that you can include into your resume.

• Customer Service
• Incident Management
• Customer Support
• Service Desk
• Computer Hardware
• Cloud Computing
• Market Profile
• Software Documentation
• Change Management
• Vendor Management
• Business Process
• Financial Analysis
• Telecommunications
• Salesforce.com
• Customer Relationship Management (CRM)
• Software as a Service (SaaS)
• Contact Centers
• Oracle Database
• Production Support
• Oracle SQL Developer
• Integration
• Agile Methodologies
• Systems Analysis
• Microsoft Endpoint Configuration Manager
• Software Installation
• Printer Support
• Virtual Private Network (VPN)
• Remote Desktop
• Desktop Computers
• IT Hardware Support
• Disaster Recovery
• Enterprise Resource Planning (ERP)
• Cascading Style Sheets (CSS)
• Reporting & Analysis
• Customer Experience
• Sales Operations
• Account Management
• Sales Process
• Pivot Tables
• Solution Selling
• Forecasting
• Sales Management
• Inventory Management
• Business Development
• Decision Support
• Healthcare Information Technology (HIT)
• Healthcare Management
• Healthcare Analytics
• Epic Systems
• Cost Accounting
• Data Visualization
• Financial Reporting
• Electronic Medical Record (EMR)
• Business Intelligence (BI)

Get your Resume Instantly Checked, For Free

Upload your resume and we'll spot the issues in it before an actual support analyst recruiter sees it. for free., support analyst resume templates.

Here are examples of proven resumes in related jobs and industries, approved by experienced hiring managers. Use them as inspiration when you're writing your own resume. You can even download and edit the resume template in Google Docs.

Resume Example Logistics Support Specialist

An effective Description of the templates...

Download this resume template

Logistics support specialists ensure that a company's products arrive at their destinations in a timely and efficient manner by working with customers and vendors. In addition, they provide support to customers by planning and implementing the pick-up and delivery of the company's products or services. However, the skills/techniques section explains more details and gives the recruiter more perspective. Additionally, this job seeker highlights, "open to remote work" on their resume — this is something that's becoming more common more recently due to work from home becoming more normal.

Tips on why this template works

   include tools that are used in logistics and supply management.

Showing that you can use tools relevant to logistics management shows that you will be able to deliver efficiently. For example, tools like Microsoft Project are essential for logistics management.

   Demonstrate your financial management skills

Finance plays a vital role in every organization. One of the core factors of logistics management is procurement, and financial management has a significant role in procurement. Having financial management skills will demonstrate how you can help strategize, plan, organize and utilize the organization’s resources.

Resume Example Desktop Support Representative

This professional is also a customer service representative. They are mainly responsible for customer and client queries, complaints and inquiries. They are usually the first contact point with customers whenever an issue crops up and for introductory information. In some cases, they can perform proactive maintenance and other technical assistance. This desktop support representative resume example highlights the applicant’s core duties and responsibilities throughout their career. Being a highly technical field, the resume has a separate skills section that showcases the applicant’s skill set. All of these are built on a solid Computer Information Technology educational background.

   Summarize your key strengths/achievements in desktop support using a resume summary

Hiring managers do not have enough time to go through entire resumes. So they mostly skim through in under 8 seconds as they look for the ideal candidate. Therefore, condense your key achievements and strengths in the resume summary where they can’t be missed. Keep it short and precise, 3-4 sentences. Notice how this applicant captures their expertise in Windows OS in the resume summary.

   Use numbers to show your impact as a desktop support representative

Numbers Don’t Lie – show the hiring manager that you’re results-oriented by quantifying your accomplishments. Use numbers and percentages when highlighting what you’ve done and achieved. For example, simply saying “Enhanced customer satisfaction and reduced costs” isn’t as impactful as “Enhanced customer satisfaction by 48% and reduced costs by an average of 37% by….”

Resume Example Desktop Support Analyst

Support analysts analyze, repair and maintain computer software and hardware systems. They can also communicate directly with clients while responding to tickets, troubleshooting or resolving problems. In larger organizations, they may be tasked with developing and enforcing IT policies that promote the organization’s overall objectives. This desktop support analyst resume template solely focuses on the applicant’s relevant job experience. This is useful if an applicant targets a specific role and wants to match their skill set to those in the job description. Moreover, a solid academic background in Information Technology demonstrates the applicant’s foundational knowledge and ties to their career.

   Tailor your resume to the desktop support analyst job

So you might have worked in several different desktop support roles, and it may be impractical to list everything you’ve done in your career. The standard practice is to structure your resume to focus more on the new role you’re applying for. You could feature other responsibilities that match those of the job you’re applying for. This resume effectively captures this concept.

   Focus on desktop support analyst keywords and experience only

Using technical language effectively demonstrates your expertise in the job position you’re applying for. So terms and phrases like “laptop rollout deployment,” “load sets for Windows,” “software version tracking,” “troubleshooting,” and so on makes your resume sound professional and prove you’re familiar with such concepts.

Resume Example Desktop Support Specialist

A desktop support specialist is an upper-tier role. The holder of this office essentially performs the functions of a desktop support analyst but on a broader scope. In addition to technical support, a desktop support specialist also offers administrative support. These professionals typically have extensive knowledge of an organization’s IT infrastructure and, therefore, oversee its maintenance. As this desktop support specialist resume template indicates, applicants for such top-tier desktop support roles must demonstrate a wealth of experience and an expansive skill set. So, the resume focuses more on these two components. The resume shows the applicant’s broader knowledge (Master’s degree in Psychology), which can be handy when working with other people and teams on projects.

   Demonstrate your coordination and organization skills

At this level, hiring managers are more interested in applicants with people, coordination and organizational skills. These are important for cooperative teamwork, mentoring, supervision, and project management. This resume showcases the applicant’s ability to train other employees, cooperate/work with different teams, and lead projects.

   Go all out with your desktop support specialist skills

Notice how this resume template highlights many of the applicant’s technical skills. Desktop support roles are typically skill-intensive, so if you have the skills, flaunt them. For such senior positions, more skills show you have the baseline abilities to fill the position. It also shows you’re an ambitious person.

Resume Example Desktop Support Engineer

This professional carries out various duties, including fixing software and hardware issues, security and server problems, and customer queries and inquiries. Apart from a strong educational background, proven work experience and advanced knowledge of computers, chipsets, hardware and software systems, and peripherals are major requirements for applicants. This desktop support engineer resume example shows an applicant with extensive industry experience and an equally impressive skill set. The resume zeroes in on the recent roles and responsibilities the applicant performed in the capacity of a support engineer in other workstations. A strong educational background in Network Engineering coupled with a CompTIA A+ certification strengthens this resume significantly.

   Show impact or ability to impact the bottom line

One of the top-selling points for applicants seeking high-profile roles like these is the ability to impact the company’s bottom line, i.e., costs and revenues. So, demonstrate how your contributions directly or indirectly led to increased revenue, reduced costs, or improved work efficiency. For example, this applicant indicates they “designed a training course that increased efficiency by 25%.” This shows they possess the expertise to identify and eradicate deadweights to boost efficiency.

   Show why you’re the ideal desktop support engineer candidate

For top-tier roles like this one, it’s vital to prove that you can handle the demands of the position. This means showing the hiring manager you have the proper academic credentials, experience, and certifications. Notice the emphasis on ‘proper.’ For example, highly valued degrees are Information Technology, Computer Networking and Computer Science. Similarly, top in-demand certifications include Citrix Certified Administrator, Microsoft Certified Systems Engineer (MCSE), etc.

Resume Example Software Support Technician

Have you ever used the tech support chat to solve a random problem on any software like Microsoft? The person helping you out with a solution is a software support technician. A software support technician is in charge of fixing software application problems, identifying system errors, and documenting solutions. They improve the customer experience within SaaS companies! To efficiently produce support tickets and resolve customers' difficulties, a software support technician needs to be very organized, have great communication, and have computer tool and application navigational abilities. Academically, you will need to have a bachelor's degree in computer science or IT support as well as some prior experience working as a support technician. This is how you make an interesting software support technician resume:

   Display your academic success in computer and information technology.

Employers need candidates with experience in computer science and knowledge of the subject. To grab their attention, be sure to highlight your degrees, certifications, and any merit-based honors in the field.

   Highlight important problem-solving achievements in your career.

Before users became aware of the software server's outage, did you diagnose any issues? Have customers praised your customer service abilities in reviews? In a prior position, did you create simple FAQs? Your resume should include these. It helps potential employers identify you as a practical and technical solution to their tech problems.

What skills should you put on a Support Analyst resume?

The most common skills and keywords we found on Support Analyst resumes and job postings were Windows Server, Technical Support, Active Directory, ITIL, Windows, Operating Systems, Linux and SQL. Skills like Firewalls, Windows 7, Business Process Improvement, Information Technology and Microsoft SQL Server also appeared on related job postings.

How do resume skills compare between a Technical Support Analyst and a Business Support Analyst?

Popular skills we often see on resumes for Technical Support Analyst positions include:

In comparison, skills we see on Business Support Analyst resumes include:

What are good resume skills to include for different Support Analyst roles and job titles?

Depending on the specific role you apply to, you may need to emphasize different skill sets. Here are a few examples:

• Decision Support Analyst : Tableau, SQL, Healthcare, Decision Support and SAS
• System Support Analyst : Technical Support, Active Directory, Troubleshooting, Windows Server and System Administration
• Information Technology Support Analyst : Microsoft Exchange, Office 365, Networking, Windows 10 and Microsoft Endpoint Configuration Manager
• Desktop Support Analyst : Windows 7, Computer Hardware, Software Installation, Printer Support and Windows XP
• Technical Support Analyst : Windows, Operating Systems, ITIL, Linux and Microsoft SQL Server

Target your Resume to a Job Description

While the keywords above are a good indication of what skills you need on your resume, you should try to find additional keywords that are specific to the job. To do this, use the free Targeted Resume tool. It analyzes the job you are applying to and finds the most important keywords you need on your resume. It is personalized to your resume, and is the best way to ensure your resume will pass the automated resume filters. Start targeting your resume

Most resumes get auto-rejected because of small, simple errors. These errors are easy to miss but can be costly in your job search. If you want to make sure your resume is error-free, upload it to Score My Resume for a free resume review. You'll get a score so you know where your resume stands, as well as actionable feedback to improve it. Get a free resume review

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IT Support Analyst Resume Samples

The guide to resume tailoring.

Guide the recruiter to the conclusion that you are the best candidate for the it support analyst job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

Craft your perfect resume by picking job responsibilities written by professional recruiters

Pick from the thousands of curated job responsibilities used by the leading companies, tailor your resume & cover letter with wording that best fits for each job you apply.

Create a Resume in Minutes with Professional Resume Templates

• Provide 1st level IT service support - perform troubleshooting and resolve if possible, perform Request Fulfilment
• Support office internal network – including network patching and wireless access points
• Configure & troubleshoot all corporate applications (SAP, Microsoft Dynamics AX, PLM, etc.) providing level 1 support
• Provide details on cause, resolution or steps using non-jargon terms
• TCP/IP, Routers, WAPs, Wireless, and other networking devices
• Log and classify each incident or request using Service Management tools
• Knowledge of Apple Mac technologies and software
• Assist with knowledge management for the Helpdesk, identifying gaps in their knowledge and providing relevant assistance
• Assist Environment Manager in defining the environment support framework
• Create knowledgebase articles and other documentation to improve self-service as well as improve team’s effectiveness
• Work regularly with Customer Service Manager and Team Leader, to ensure time is correctly assigned between support and project work
• Maintain and facilitate the use of the ITS support pages (create, update and review content, work to improve the system and promote its use)
• Provide assistance for ongoing maintenance, support up, back ups and overall system health of local servers and network gear
• You will perform root cause analysis, develop checklists for typical problems and recommend procedures and controls for problem prevention
• Work with the Technology Managers, and other team members to define metrics and performance goals for the application
• Develop close working relationship with the external IT consultant and IT management at parent company
• Lead the Knowledge Management Team responsible for the development and maintenance of an Enterprise IT Service Desk Knowledge Base
• Incident Management – Detects, classifies, monitors and tracks incidents, provides analysis and recovery methods
• Work independently and often autonomously as the senior or lead developer and coach/guide team members within area of expertise
• Support a positive work environment that promotes service to the business, quality, innovation and teamwork
• IT Change Management– Uses Change Management policies and procedures to document, track, assess impacts /risks and approve changes to the environment
• Mature, dependable, professional, self-motivated, adaptable, and able to work well independently or as part of a team
• Good verbal and written communication skills and the ability to communicate with both like-minded professionals and non IT users
• Display strong interpersonal skills and the ability to create and maintain solid working relationships
• Ability to maintain attention to detail and ability to work effectively under pressure and within deadlines
• Capable of establishing and maintaining strong working relationships at all levels and providing a professional, accurate and timely service at all times
• Strong ability to coordinate highly complex troubleshooting between engineers, vendors and customers
• Highly organised, with excellent attention to detail
• Detail-oriented, focused on quality
• Has excellent organizational skills and pays attention to details
• Strong problem solving ability

15 IT Support Analyst resume templates

Read our complete resume writing guides

How to tailor your resume, how to make a resume, how to mention achievements, work experience in resume, 50+ skills to put on a resume, how and why put hobbies, top 22 fonts for your resume, 50 best resume tips, 200+ action words to use, internship resume, killer resume summary, write a resume objective, what to put on a resume, how long should a resume be, the best resume format, how to list education, cv vs. resume: the difference, include contact information, resume format pdf vs word, how to write a student resume, rsa it support analyst resume examples & samples.

• Provide support and resolve IT issues for our COG Head Office, Stores and Distribution Centre’s globally
• Work with 2nd and 3rd level IT technicians as team to deliver seamless resolution to customer queries on all services and incidents
• Log all escalated incidents and ensure timely follow up to resolve issues within required timeframes
• Effective call management techniques to provide call coverage and reduce call wait times

Repo IT Support Analyst Resume Examples & Samples

• Drive resolution of problems impacting the Production environment, take ownership until fully resolved
• Experience in supporting a dynamic environment and demanding user base
• Good knowledge of Unix, Sybase, Oracle and Windows
• Good knowledge of Unix scripting, Control-M and Excel data manipulation techniques

IT Support Analyst Resume Examples & Samples

• 1: Second-level trading IT support
• 2: Infrastructure management
• 3: Release management
• 4: Project management
• Sybase and Oracle DB configuration and use (writing SQL and stored procedures, basic system administration, query review and optimization)
• Communicate clearly and concisely, even under pressure
• Think analytically and challenge preconceptions with evidence
• Be excited by technology
• Have a “Can Do” attitude
• Work flexible hours depending on business demands (some early mornings, late nights & weekend work required)
• Have the ability to travel to other regions and countries at times
• Experience supporting Windows 7 and higher
• Good knowledge of graphic and 3D software from Adobe and/or Autodesk
• Experience supporting Microsoft Office Suite (2007 and higher)
• Knowledge of Microsoft Networking (e.g. TCP/IP)
• Experience supporting PC hardware at a build level
• Active Directory & Exchange Account Administration

IT Support Analyst Wmaq Resume Examples & Samples

• Appropriately handle and track customer support requests via phone, e-mail, voice mail, IM, and in-person
• Perform upgrades, resolve problems, and maintain end user PC’s and laptops for a 400+ population
• Troubleshoot technically advanced hardware and software issues courteously and expeditiously
• Recommend, install, configure and maintain network hardware (routers, switches, firewalls). Experience with SonicWALL and Cisco ASA
• Bachelor’s Degree in Information Technology, Computer Science, Computer Engineering or relevant field
• Minimum 5 years working in an enterprise IT environment supporting a large user base
• Minimum 5 years in-depth experience with Windows XP Pro, Windows 7, Windows Server 2003/2008, Active Directory, Linux, Dell desktop and HP server equipment
• Previous experience and knowledge of broadcast workflows and technology (studio, production control, automation)
• Must be able to work overtime and on weekends with short notice as required
• Strong interpersonal skills; ability to interface with all levels of management & user community
• Knowledge of database fundamentals related to SQL Server
• Knowledge of scripting languages
• Must understand digital production and file based workflows
• Solid understanding and experience with Storage Architectures (NAS/SAN),
• Self-starter who demonstrates initiative and ability to work independently with little supervision
• Able to quickly learn a broad array of technologies and apply that knowledge to real-world problems; effective under aggressive timelines and frequent high-pressure situations
• Profound ability to juggle and schedule multiple tasks and demands on time
• Excellent root-cause analysis and problem-solving skills
• Proactive thinker / Self-starter / Innovative thinker
• Ability to multi-task and complete assignments to meet deadlines
• Customer Service focus and strong communicator with all levels of organization

It-support Analyst Resume Examples & Samples

• Know how to use designated tools and techniques and follows agreed procedures to respond to incidents and service requests
• Understand the business impact and accurately validates, categorizes and prioritizes incidents and service requests in line with procedures
• Understand the core competencies of a production system support model
• Understand the need to communicate with users effectively, empathetically and in a timely manner, demonstrating an understanding of their user's business area and function
• Escalate complex service requests and incidents which could affect system availability
• Make use of monitoring tools to proactively identify potential incidents, responding quickly and in accordance to agreed processes and standards
• Provide timely and accurate information to enable root cause analysis on incidents
• Correctly follow all policies and standards relating to change, release management and implementation activities
• Maintain the documentation and procedures, tools and techniques relating to incidents, problems, capacity and availability management
• Executes planned service improvements according to pre-defined design
• Has a strong working knowledge of the Service Management tenants as defined in proprietary UBS standards and industry best practices as IT Infrastructure Library (ITIL) and COBIT
• Proactively identify deficiencies and problems with existing services
• Recommend improvements for products and services from a client-centric perspective
• Ensure timely restoration of the service during incidents impacting the availability of IT Solutions
• Understand the Service Catalogue product set and the SLA and OLA involved in the provision of a stable service to the clients
• Have a full understanding of the front to back interaction of the various technical components used to deliver the service to the end users
• Minimum Degree level applicant
• Strong Command of both Japanese and English language with high level of written and verbal proficiency
• A Minimum of 2 years' working within Wealth Management providing technical support, or alternatively in Asset Management and Investment Banking etc
• Able to escalate to proper teams/managers under pressure and during crisis situations
• Exposure to high pressure, high transaction volume environment
• Experience in Incident Management procedures within a large organisation
• Experience in supporting mission & time critical applications
• Able to use/analyze log files and associated data to identify problems
• Proven analysis skills and the ability to effectively liaise with other teams internally and externally
• Good knowledge of the main support processes: service design, operation and transition
• Good understanding of SQL, Unix and Windows
• Relational DB experience (Oracle, Sybase)
• Hands on ITIL/ Six Sigma implementation experience
• Excellent communication skills and ability to interact effectively at all levels across technology teams
• Can work well both individually or in a team by taking a collaborative approach to problem solving and delivery
• Ability to drive change and influence at all levels
• Organised, methodical and thorough with a detailed and structured approach to problem solving
• 3+ years of IT Support experience
• Ability to maintain organization in a fast paced environment
• Well organized and able to effectively manage time and multiple tasks
• Strong organizational and communication skills/attention to detail
• Ability to multi-task & effectively prioritize workload in a highly dynamic environment
• Windows Server 2003, 2008, 2012
• Sonicwall Firewall installation implementation and support knowledge
• Microsoft Office Professional (Excel, Word, Outlook, Access, PowerPoint, and Publisher)
• Experience with Apple Mac OSX, Windows - XP, W7, W8, FTP, VPN, and File/Print sharing
• Microsoft IIS, Microsoft Exchange Server, Microsoft SQL Server, and Microsoft SharePoint experience
• Advanced Knowledge of networking, hardware, and software
• Basic knowledge of Active Directory
• Remote Administration using Log-Me-In and other tools

VP-research IT Support Analyst Resume Examples & Samples

• L1 / L2 support inquiries related to Research Publications, supporting business users and external clients. Timeliness in answering queries and addressing/escalating issues when presented – Essential
• Identifying common and recurring issues and reporting them to development teams – Essential
• To understand the end-to-end Business and Process flow of publications and how they impact the business. - Essential
• Excellent Written/Verbal communication skills
• Knowledge management and sharing across the team around documentation on wiki pages, sharepoint lists, etc
• To provide problem management tracking around incidents raised that are assigned to RTB and/or BTB teams, providing transparency
• To understand and follow the firms change management policies, adhering to the guidelines put in place to prevent unnecessary risks
• To be able to respond to alerts from infrastructure related monitors, addressing them with urgency and knowing how to debug/understand the issue
• To have understanding of how to use and read scripts (i.e. Perl, UNIX Shell, etc.) – Current and sound
• To be able to do basic start/stop of web servers using standard commands across Tomcat, JBOSS and Weblogic platforms, as well as other basic functions/commands
• Perform release related tasks that are required for RTB team to perform; tasks may include file pushes/deployments, server restarts, etc
• Knowledge of financial services/Investment banking
• Knowledge of research publishing process/workflow
• Knowledge of different asset classes e.g. Equity, Fixed income
• Knowledge of scripting languages like Perl, UNIX shell script etc
• Understanding of ITIL framework
• Understanding of web servers (Tomcat, JBoss, Weblogic)
• Experience working in a team-oriented, collaborative environment
• Analytical and problem-solving abilities

Senior Client Service IT Support Analyst Resume Examples & Samples

• Owning the technical integration function for on-boarding clients onto our PrimeView portal & file transmission infrastructure
• Daily interaction with our global hedge fund and professional investor clients
• Acting as a single point of contact for our external clients and internal Operation teams to provide a fast, efficient, streamlined and transparent on-boarding experience
• Working closely with application development and support teams to provide scalable technical solutions for business problems
• Educating internal and external clients on Credit Suisse's technical offerings
• Monitoring and handling ad-hoc telephone requests or requests posted to group email address the team and assist through to resolution
• Liaising with development & infrastructure teams on major application and infrastructure migrations impacting external clients
• Being a point person for internal/external clients, managing, documenting, diagnosing, and escalating issues as required are all critical parts of the role
• Issue capture phone/email/client visits
• Documenting and recording requests and updating support procedures
• Good functional knowledge of Release Management processes
• Understanding of SAP Transport mechanism
• Basic knowledge of SAP job scheduling
• Good knowledge of Tidal job scheduler
• Functional knowledge of SOX requirements for Change Implementation an advantage
• Excellent written and oral communication skills with strong interpersonal flexibility
• Experience in SAP
• Experience in SAP Functionality, SAP BASIS and the standard Transport mechanism is an advantage but can be developed
• Monitoring and hands on troubleshooting of Internet Systems in a 24/7/365 NOC environment. Will monitor and troubleshoot all internal (mail servers, other mission-critical servers) and external (ticketing datacenters – deployment and staging systems)
• Professionally written communication skills needed with external vendors and TMCS partners to investigate problems
• Must be able to work in a shift-based environment and have a flexible schedule
• Prior NOC experience preferred
• Prior experience working with an Enterprise ticketing system supporting a technical environment preferred
• Monitors the batch cycle including scheduled application based batch jobs, file exports and imports, data extracts and loads, and report generation
• Ensures the IT system environment is monitored for correct operational status of critical functions and escalates to appropriate resources both internally and externally
• Responds to alerts from system, network, application, or database monitoring. Decides on a course of action and invokes next level of support as necessary to resolve issues
• Detects error conditions and applies appropriate remedies or escalates to appropriate technical tier. Review source of failures, remediates, restarts when possible and escalates when necessary to resolve issues
• Documents all operational activities including trouble tickets, production support activities, and any other tasks in accordance with published IT procedures
• Sends notifications to designated recipients for missed SLA’s following department policies and procedures
• Responds to support tickets and assists requestors in resolving reported issues using standard help desk procedures. Manages and assigns tickets in accordance with IT procedures and defined SLA’s
• Setup and configure PC, laptop, and thin client systems. Apply user additions and deletions in Active Directory and administer various vendor applications
• Must be willing to work nights, weekends, and be flexible to alter shifts as needed
• High school diploma with a concentration in a technical discipline, two-year technical degree, or bachelor’s degree in a technical discipline. Technical experience may be substituted for academic credentials
• Prefer a minimum of 1 year direct experience in technical or help desk environment
• Should have strong problem solving skills to function in a highly complex and detailed environment
• Ability to maintain effective communication and working relationships with co-workers. Have the skills to work as part of a team, as well as independently with limited supervision and with people of diverse backgrounds
• Technical knowledge of current computer hardware (laptop and desktop), peripheral hardware (printers, iPhones), networks, and MS Windows preferred
• Exposure to business applications and concepts such as web applications, SQL databases, data warehouses, batch processing, and user provisioning
• Be a self-starter, dependable, and accurate with a strong attention to detail and organization. Must be able to work well under pressure
• Ability to work as a member of a team
• Good skills in personal work organisation
• Good technical knowledge of LAN's and PC's
• Good analysing and designing skills
• Open to acquiring or already has Mac knowledge
• Experience in and knowledge of basic network monitoring and operation procedures
• Experience working with external suppliers/vendors
• Tertiary qualifications in IT and/or relevant industry experience
• Experience in User Support and training

Senior Finance IT Support Analyst Cts Resume Examples & Samples

• Utilizes knowledge of service level delivery to offer superior service
• Perform Impact analysis of the reported issues or risks and try to find root causes and solve the issue by going through the business and systems workflow
• Planning and execution of proactive non-ticket tasks (such as automation or tool implementations)
• To provide weekend support related activities in partnership with other team members
• To work as strong team player
• 4 � 6 years of working experience
• Database � SQL/Sybase/Oracle
• Basic knowledge of programming languages � JAVA or C++ will be plus
• Knowledge of the Financial Services Industry
• Knowledge of scheduling tools � Autosys & cron
• Experience of functional/technical support / investment banking environment desirable
• Work Experience in Informatica/ETL or Business Objects will be plus
• Hands on support knowledge of Ledger system will be a plus

IT Support Analyst Gateway One Lending & Finance Resume Examples & Samples

• Must have good verbal and written communication skills

IT Support Analyst / Desktop Support Analyst Resume Examples & Samples

• Operating system and application support, process improvement initiatives and ensuring the maintenance of bank-wide standards for desktop services
• Providing face to face support on a helpdesk oriented service
• Communicating with colleagues and clients in a clear and concise manner
• Undertaking co-ordinated incident management in liaison with other operational teams
• Understanding the business processes and priorities. Ongoing training for this will be provided
• A professional and highly focused client service approach
• Excellent interpersonal and communication skills - both written and verbal
• Knowledge of Laptop, mobile device, and peripheral device installation and support
• Sound knowledge of supporting Microsoft Technologies (Windows 7, Office 2007, Active Directory, Exchange)
• Ability to support and troubleshoot issues with technologies including but not limited to: Networking (TCP/IP,DNS, Cabling, Wireless), Remote Access Connectivity (iPass/VPN), IP Telephony
• Demonstrate commitment to standards & procedures
• Willingness to own and be accountable for problems until satisfactorily resolved
• Team Player with an aptitude to use initiative
• Hardware maintenance, non Finacle software maintenance and support on all PCs, Laptops, printers, faxes, photocopiers, UPS
• Video Conferencing maintenance
• Audio Visual and Voice recording Equipment maintenance
• Telephone systems at King Street,
• Hasilwood House, all Branches
• Reuters & Bloomberg support
• Coordination with IT for logistics including for BCP and DRP
• Request Management System for Hardware
• IT oriented project implementation & monitoring
• Implementation of IT orient SLA

Apprentice IT Support Analyst Resume Examples & Samples

• Collate and track voice, network and audio video service requests for WBSL Productions and Tenants ensuring timely delivery of services
• Provide assistance to the IT Support Analysts with their daily duties
• Work in a team of IT Support Analysts to provide on-site IT support at Leavesden for all WB corporate users, predominantly desktop hardware and software (PC and Mac), but with a good level of working knowledge of all key infrastructure components (servers & networks), applications including e-mail, file & print and voice services
• Provide on-site assistance to global server and network teams as and when requested
• Under direction of the Leavesden Operations Manager, gather IT requirements, liaising with London-based Infrastructure team
• Ensure organisational adherence to IT policies, procedures and standards
• Ability to cope under extreme pressure from clients and colleagues, responding quickly and appropriately to requests, using own initiative and be prepared to ask for help and advice when necessary
• Effective team working is essential in this role, demonstrating strong team orientation, ability to work closely and well with other team members
• Resilient, tenacious, flexible, diplomatic, committed with strong interpersonal skills and a willingness to get involved
• Must have the ability to prioritize and handle multiple tasks and own workload using a common sense approach
• Ability to think ahead and anticipate needs of the department and remain calm under pressure
• Commitment to gaining your apprenticeship qualification through attending college when required and completing related work
• Able to find information and resources as required
• Effective team worker - able to manage relationships effectively and work collaboratively within a diverse team
• Able to use systems and adopt new technologies
• Understands the importance of Warner Bros. Studios Leavesden values, policies, procedures and guidelines, including Health & Safety guidelines

Senior IT Support Analyst Resume Examples & Samples

• Provide technical support to all staff
• Manage the joiners and leavers process ensuring systems and access requests/removals are dealt with promptly and securely
• Managing break/fix helpdesk workload – prioritizing, addressing and resolving issues
• Act as the point person responsible for any technical support issues that might arise across the business
• Manage the allocation of building access security cards and CCTV monitoring
• Manage access to the Google Apps suite of services and creation/deletion of distribution groups
• Manage all video production IT hardware such as external hard drives (NAS and Mobile HDD), SAN archive, LTO recorders, DDP server and laptops (Mac & PC)
• Maintain all printers and managing toner cartridge supplies, changing when needed
• Install software packages on desktops/laptops as needed
• Request pricing from established suppliers for software and hardware as needed
• Make sure all software is kept up-to-date, patched & licenses maintained (Mac & PC)
• Escalate issues to third parties (internal and external) and manage through to resolution
• Assist with operation of A/V equipment for meetings in conference room
• Provide support for 5x Adobe Premier edit suites
• Implement IT policies in line with group IT practice
• Proactively managing the IT estate
• Ad Hoc Project management for IT-related work
• Analysis work required for IT projects
• Solid IT Support experience
• Strong background across both Mac and PC systems and interfaces
• Network and communications experience (wireless access points, VPN, telephony)
• Experience of working in AV & Broadcast environments is useful but not essential
• Excellent time management, prioritisation and organisational skills
• Ability to work with short deadlines and under pressure
• Integrity, honesty and discretion
• Ability to take ownership of a problem and ensure its resolution
• To deliver excellent 1st , 2nd and 3rd line support to a user base of over 450 staff
• Manage software installations and upgrades
• Network administration using Active Directory, VM Ware, Exchange, SQL and Core applications
• Manage Backups and Disaster Recovery site
• To be part of the structured training program to staff to ensure that a level of IT competency is achieved across the firm
• Select and integrate applications as required
• Repair when practical or control the repair of hardware problems relating to PCs and Unix computers
• Bachelor’s degree in Computer Engineering and proven hands-on experience in Windows/Intel environment
• Minimum of 1 year experience in a Manufacturing setting preferably Automotive Industry
• Proven hands-on experience in Windows/Intel PC environment and familiarity with PC hardware and software, current and legacy Windows versions of desktop and server operating systems, MS Office - Word, Excel, Access, and Powerpoint
• Proficiency with a wide range of software installation and licensing tools and processes
• Installation, configuration, optimization troubleshooting License management software (LUM, Privilege Manager, and FlexLM) and Internet access control software Surfcontrol
• Excellent people interaction skills
• 3+ yrs experience with Cisco IP Telephony and Contact Center Support environments including advanced administration and server builds
• Working knowledge of Microsoft SQL or other databases
• Ability to produce process, procedures and technical documentation
• Ability to provide 2nd and 3rd level infrastructure support including on-call after hours support
• Ability to maintain a positive attitude while working with high demands and short deadlines
• Self-motivated, with strong sense of ownership and urgency to resolve incidents/deliver projects and tasks on time

Front Office IT Support Analyst Resume Examples & Samples

• Support of mission critical trading systems for traders and clients
• Ownership of software releases into test, demo and production environments
• Be pro-active in process improvement/automation to resolve regular operations issues
• Experience in a customer-facing, technology focused role
• Excellent numerical and problem solving skills
• Experience working with complex systems, solving live production issues
• The ability to work well under pressure to complete tasks in a timely and accurate fashion attention to detail is essential
• Experience in software release management desirable
• The ability to work collaboratively in a team and under the direction of senior technical and business staff
• An enthusiastic can-do attitude and a desire to take ownership of assigned tasks and issues
• Exposure to Market data processes highly regarded
• Exposure to the financial markets would be a definite advantage, but is not mandatory
• ITIL training would be an advantage
• Day to day site wide delivery and support of Infrastructure Services including e-mail, print, voice and infrastructure based applications, desktop, audio video including associated hardware
• Working in a team of IT Support Analysts to provide on-site IT support at Leavesden for all WB corporate users, productions and permanent tenants predominantly desktop hardware and software (PC and Mac), but with a good level of working knowledge of all key infrastructure components (servers & networks), applications including e-mail, file & print and voice services
• Monitor all IT asset activity (installs, moves, adds and changes) to ensure an accurate asset inventory
• Providing on-site assistance to global server and network teams as and when requested
• Foster and maintain a good working relationship with various IT outsource groups including the global Helpdesk and offshore technical teams
• Maintain technical documentation, including training guides
• Participate in IT projects as and when appropriate
• Under direction of the Infrastructure & Operations Team Lead, gather IT requirements
• Adhoc generalist IT support
• Experience of working within or alongside outsourced IT teams
• Demonstrable experience of working within an ITIL service management environment
• Demonstrable service desk experience
• Working in the media sector, preferably in the film/television production industry
• Strong experience in a customer service orientated environment
• Comprehensive knowledge and experience of PC (hardware & software) including Windows and Mac operating systems
• Good working knowledge of network (LAN/WAN/WLAN) connectivity and support including troubleshooting and testing
• Printer / MFD configuration and support
• Demonstrable knowledge and experience of core applications, including MS Active Directory and Exchange
• Demonstrable knowledge and experience of telephone systems and VoIP
• Demonstrable analytical and problem-solving abilities
• Able to be flexible with regards to working hours. The role supports productions and Studio Tour that operate outside of standard business hours
• Proactive, punctual, flexible, follows instructions and/or lead other team members if required, responds to management direction and solicits feedback to improve performance
• Strong sense of urgency when dealing with priority items
• Willingness to use initiative to add value to the organisation
• High degree of accuracy and attention to detail at all times, even with the most routine tasks
• Excellent communication skills; both written and verbal
• Experience working in a fast-moving and very busy environment
• Flexible, resilient, tenacious and committed
• Able to work on own initiative, as well as part of a team
• Professional appearance/attitude
• Articulate and assertive
• Strong team orientation; ability to work closely and well with other team members
• Certifications in MSCE or equivalent
• Recent experience and/or knowledge of ITIL and associated tools
• BCM Definition
• Change Planning and Calendar
• End of Life management
• Technical Support Solutions
• Advanced Troubleshooting
• Act as 'production gatekeeper' for CTB, ensuring production stability
• Excellent verbal communication and problem solving capabilities
• Experienced at running Projects of varying complexity and duration
• Communicate effectively with both CTB and the L2 Support teams
• Plan and implement smooth production releases
• Diagnose problems, define and co-ordinate the implementation of solutions individually and with other global group members
• Develop a broad knowledge and understanding of technology and business related items in order to identify and prioritise issues and their solution
• Develop and implement tools to maintain, monitor and troubleshoot UBS Investment Bank applications and infrastructure, automating where applicable
• Self-driven, motivated, goal oriented and able to take full responsibility for actions
• Knowledge of front to back trade flow/Operations processes would be a plus
• Understanding of FXMM Trading/Settlement in Investment Banking would be a plus
• Sybase - 12.5/15.x (10 years) - Senior Sybase DBA
• Detail knowledge of Sybase ASE v15.X, 12.x,
• Detailed knowledge of Sybase Replication Server
• Experienced in administration of a Sybase database/Repserver production enterprise database environment
• Strong Performance and Tuning capabilities
• Troubleshooting problems real-time issues
• Experience in application support – awareness of application related subject areas, i.e. optimizing client connectivity, knowledge of different clients, etc
• Weekend/After hours Level 2 Support
• Working knowledge of Enterprise Infrastructure: SAN, Networks, Hosts, Solaris/Linux
• Scripting using Ksh/Perl/Sybase TSQL
• Knowledge of Oracle 11G/RAC, MSSQL Server
• Financial Industry experience
• Well organized, responsible, good verbal and written communication skills
• Involvement with the integration of systems in to the company departments
• Testing of software and computer systems prior to implementation, and monitoring post implementation
• Maintenance and update of controls and procedures for area(s) of responsibility including appropriate updates to the Controls and Procedures Manuals
• Network monitoring
• Testing the network for weaknesses and implementing controls to mitigate vulnerabilities
• Installing and implementing security programs
• Ensuring all relevant updates are applied
• Assist in evaluating implementation of network management software
• Liaise with IT third party suppliers where appropriate
• Work with departments to implement change, promote best use of systems and generally improve the overall technology experience
• Provide training on effective use of computer systems
• PC and user support
• Running reports, batch jobs and period ends (daily, monthly, quarterly annually), including checking/running back-ups
• Acting in an administrator role for product and data set-up
• Checking HBS website for accuracy of all areas of responsibility and informing key stakeholders of changes required
• Checking daily logs
• Monitoring network traffic and bottlenecks, suggesting solutions to issues
• Support users of ProVision, Microsoft Office and other third party applications in their day-to-day functions
• Designing and writing SQL reports as required (using both Oracle and Access SQL)
• Support and develop various Access databases using Visual Basic
• Involvement in ad hoc projects
• Proactive and driven
• Previous experience in a similar role - Essential
• Microsoft Office - Excellent Excel Skills - Essential

Macro Risk IT Support Analyst Resume Examples & Samples

• Demonstrable experience of working in a trading environment or working on a support desk in that environment, specifically with strong Fixed Income or Macro business experience
• 2nd line / technical level application support experience. (NOT 1st Line or Batch Management)
• Experience of supporting both tactical and enterprise trading systems
• Good SQL (Oracle/Sybase)
• Windows Server (some knowledge)
• Structured, methodical approach
• Work well under pressure – be prepared to ‘go the extra mile’ when required
• Zero tolerance for failure
• Self starter and able to prioritise & multi task between several issues
• Diagnosing production issues and performing root cause analysis, health checks and attending to service request daily
• Supporting the Enterprise Services & Identity environments and keeping up to date with the latest patches and code versions
• Follows the incident process, tracks and reports on the status as it occurs, identifies the root causes and resolves
• Performs deployment tasks
• Participate on out of hours on-call support (rostered)
• Solid operations / production support experience
• Good understanding of Integration and Messaging technologies and architectures is desirable
• Tertiary Qualifications in computer science or related area or relevant experience
• Ability to clearly communicate (written and verbal) with technical and non-technical people
• Ability to work in fast paced and dynamic environment
• Provide day-to-day support for employees on issues as necessary. Including, but not limited to, software installation, password resets, printer connections, network connectivity
• Analyzes and resolves incidents and requests regarding use of application software or hardware
• New employee setup and orientation
• Provide tier II website support - Log/Troubleshoot/Escalate issues as they come in. During peak times, monitoring of the website, mobile site and mobile app will also be required
• Maintain asset management systems and tracking changes for both Windows and OS X assets
• Troubleshoot basic network issues for VPN setup
• Take ownership of user problems and follow up on the status of incidents on behalf of the user and communicate progress in a timely manner
• Publishing support documentation to assist staff with requests for information & provide staff training if required
• Basic Active Directory knowledge. Unlocking user accounts, reset passwords, permission access etc
• Education in computer systems and technologies or equivalent work experience is required
• Understanding and experience with IT HelpDesk processes, service management, and related industry best practices and standards
• Demonstrated knowledge of basic troubleshooting skills for OS X and Windows 7 hardware and software
• Motivated to learn and advance in the IT field
• Strong Customer Service skills with a "can do" attitude are required
• IT helpdesk experience
• Provides 1st and 2nd level technical support for IT hardware and software
• Provide executive support for a limited number of senior executives
• Exercises empowerment and judgment within defined procedures and practices to determine appropriate action
• Properly document resolved incidents into the ServiceNow system
• Update workstations / laptops’ operation system images as needed
• Build & deploy hardware to end user community as part of the provisioning process
• Recommends hardware and software solutions, including new acquisitions and upgrades
• Provides updates in ServiceNow to assist in management of hardware inventory to ensure asset control, proper deployment and maintenance
• Assist in software rollouts and project / technology delivery
• Collaborate with other Global IT teams to resolve issues and participate in projects
• Ensure timely communication & resolution of issues to agreed SLA
• Ability to diagnose and resolve issues with Windows 7, Apple, and a variety of PC applications
• Liaison with key 3rd party suppliers and internal resolver groups when needed
• Provide reports on customer service issues
• Provides support when offices are built and/or relocated
• As a member of the Global Customer Support team, support the implementation of the global desktop support standards, processes and documentation
• Delivery of standard and non-standard solutions and services to all locations
• Communicate with other internal service departments
• Ensure that Provisioning requests are managed and deployed timely and efficiently
• May conduct training programs designed to educate an organization’s computer users about basic and specialized applications
• Communicates highly technical information to both technical and non-technical personnel
• Any other ad hoc responsibilities as requested by the Director – Global Desktop Operations and Engineering or IT Services Manager
• Deliver the same service (on site) to the Eurosport office in Amsterdam on a bi-weekly basis. In cases where presence is required for migrations, projects or incidents with high impact you might need to provide service to the Eurosport outside the bi-weekly basis

Risk IT Support Analyst Resume Examples & Samples

• Support ticketing - problem understanding and resolution with minimal critical issues to regional teams or L2/L3 teams
• Planning and execution of non-ticket tasks (such as automation or tool implementations) as per the agreed commitments
• Raising Incidents and following it up to closure
• Minimum 5 years of working experience
• Experience in Unix, Databases, Shell/Perl scripting, SQL
• Minimum 5 Experience in support business users as well working with development teams
• Experience of using tools such as Remedy/Service Now (Desirable)
• Technology skills: Unix, SQL, Database , Shell/Perl Scripts, Autosys
• Business knowledge: Basic understanding of financial markets, and products bonds, stocks etc
• Service management: Problem / Incident management, change management

IT Support Analyst, Luxembourg Resume Examples & Samples

• Analyzing, categorizing and resolution of application related incidents
• Defining workarounds for known errors
• Gathering, analyzing, storing, maintaining and sharing knowledge information (maintenance of knowledge DB)
• Initiate pro-actively application and process improvements to avoid problems from reoccurring
• Technical parameterization / customization of applications (not requiring access to source code)
• Production interventions / data corrections / defined & standardized bulk uploads / ad-hoc data queries
• Software Component Management
• User Acceptance Test support
• Release Implementation support
• User Application Documentation creation and maintenance
• User Trainings (for new users and for new software functionalities)
• Minimum 3 years professional experience in banking industry
• Excellent communication, interpersonal and organizational skills are required
• High responsiveness and client orientation, high commitment to client service
• Capability of understanding client needs and translating them into solutions
• Ability to work in a team as well as independently and under pressure
• Willingness to learn in a fast paced environment
• Profound banking and custody know-how as well as OBS know-how are a pre-requisite
• Fluent in English and German. French and Luxembourgish being considered as an asset
• Accountable for client facing WM&SB and Global AM Switzerland applications running on Windows Server 2003 & 2008 OS
• Incident, and problem management
• Software testing, integration and deployment
• Coordination of implementations with all our stakeholders
• Managing of application changes via change management process
• Manage the availability of our systems with MOM/SCOM
• Establish cost reduction and efficiency options
• Strong communication skills, both verbal and written, are essential in order to interact with support groups, clients, and vendors
• Experience and a sound understanding of application and infrastructure environments -including an excellent understanding of IT concepts (ITIL) and Vendor interaction
• Experience interacting with TD Technology Solutions partners and the many Lines of Business
• Incident / Problem and Change management practices
• Self-starter who is willing to offer / share ideas for continuous improvement
• Experience supporting users in a Win 7 environment
• Experience working in a professional service organization
• Able to troubleshoot Microsoft Office 2010
• Active Directory skills
• Strong interpersonal skills $
• Java/Java Script
• Network (load-balancing/F5)
• Windows Server cluster
• JBPM would be preferred
• Minimum HNC or equivalent in Information Technology or if other qualification then further experience and demonstrable knowledge will be required
• Support of Windows 7, MS Office and a wide selection of business applications
• Demonstrable knowledge of IT security, Data Protection and IT best practice
• Support of Active Directory administration
• Experience in use of Call (Incident) Management software
• Experience in providing Remote Support and Remote Working solutions
• Knowledge of ITIL processes and practices
• Provide first line response for users requiring assistance with information technology issues and problems
• Respond to requests for technical assistance by telephone, email or help desk management system
• Track issues to resolution updating the internal knowledgebase and/or communication learning’s with relevant departments
• Act as a liaison between customers and technical escalation teams
• Research, analyze and evaluate business system application features and functions against current and future business objectives and goals
• Coordinates the functional requirements of the business system(s) with management and assists in the determination of the appropriate technical solution
• Identifies ways to customize and enhance current business application(s) to meet the functional needs of the business line
• Maintain procedure documents, forms, setups, tables, etc. as required
• Run daily, monthly and weekly processes as required
• Must be a team player and willing to teach and to learn
• Must be fluent in English and French
• Flexible Work Hours
• 1 year of Help desk or call center experience
• Experience managing user access permissions
• High school diploma, general education degree or equivalent. Degree in computer science a plus
• Working knowledge of fundamental operations of relevant computer applications
• Knowledge and experience of customer service principles and practices
• Problem analysis and problem solving skills
• Excellent written, oral and listening skills
• General PC skills with working knowledge of Microsoft Office including Word, Excel, Access, PowerPoint, and Visio
• General working knowledge of all popular web browsers
• Stress tolerance
• Ability to work additional hours as needed

O&t-it Support Analyst Resume Examples & Samples

• University degree in Information Technology or related disciplines
• Minimum 2 to 5 years practical experience in banking system and ATM support service
• Knowledge in application support on various technology platforms - Windows/Unix servers/Web based
• Good command of written and spoken English and Chinese
• Lead the analysis, interpretation and remediation of negative availability trends across NACCMS/TDI TS to improve customer experience
• Routinely analyze data center service costs levied on NACCMS/TDI TS; identify save opportunities, continually monitor consumption, deliver cost savings
• Define and manage processes to monitor end-to-end consumption and predict future capacity demands on key NACCMS/TDI technologies

GPS L IT Support Analyst Resume Examples & Samples

• Problem Resolution – reactive problem investigation, diagnosis & resolution. Participate in post mortem activities for any breaks in system availability. Carry out root cause analysis of problems and implement solutions to prevent repeat reoccurrence
• Problem Analysis – carry out trend analysis to identify recurring problems. Take the necessary actions to resolve the issues to prevent repeat occurrence
• Change Management – participate in change review meetings (Change Authorization Forum) to review Application Development and ITI changes impacting defined application sets
• Application Management Standards – define and implement best practice operational standards (e.g. standardized monitoring, logging, escalation, scheduling). Work with Application Development Managers from the outset of a new project to ensure that it is implemented in line with current standards
• Application Availability - partner IT Infrastructure and Application Development to proactively improve application serviceability, reliability and scalability
• Product Evaluation & Implementation – work with Architecture team and IT Infrastructure to identify and implement new products that will increase operational robustness and efficiency
• Technical Documentation – review and amend technical documentation such as support and disaster recovery procedures to ensure that they are kept up to date
• Batch Management – resolve batch problems. Optimize batches by improving efficiency and implementing scheduling changes
• Performance Monitoring & Enhancement – work with IT Infrastructure to ensure that all relevant metrics for server performance and capacity are available. Use metrics to maintain and enhance system performance
• Staff Development & Training – mentor junior staff in resolution of complex issues. Provide technical training and guidance to other members of team
• A support analyst is expected to have 2 years of Application Support experience, preferably in a Finance or Banking environment
• Knowledge of relational databases is important. The analyst should have the ability to construct and execute complex queries on the database
• A working knowledge of Wintel is essential. A working knowledge of unix is desirable. The analyst should have the ability to carry out tasks including but not limited to navigation around directories, reading and editing files, running of scripts and searching for strings in a file
• Must have good analytical skills and be ability to investigate the source of a problem across several different systems if required
• The ability to pick up new information quickly and work independently is critical
• Any scripting experience is a nice to have rather than being essential
• Please note that our team does not carry out any programming changes
• Excellent verbal and communication skills. Able to translate complex technical issues into plain English, easily digestible for customers and stakeholders
• Overall accountability for the delivery of the System Design Specification (SDS) and responsible for detail system and application design
• Lead and conduct code reviews to ensure quality, standards compliance, reusability and ease of maintenance
• Lead the creation of a comprehensive end-to-end solution and coordinate with Solution architects and other Solution Designers, as required
• Provide technical leadership during the life of a project/initiative
• Create and maintain quality code, ensure defect free programming consistent with standards; provide code maintenance and support during testing cycles and post-production deployment and participate in reviewing peer coding
• Design, review, and integrate all application requirements, including functional, security, integration, performance, quality, and operational requirements
• Comply with the system development life cycle (SDLC) and project management methodology (PMLC) - including development of project documentation of system requirements, estimates of scope and cost, etc
• Fully understand the capabilities and limitations of the technical environments that come with any packaged software used by the project
• Review and integrate all application requirements, including functional, security, integration, performance, quality, and operations requirements
• Identify, recommend, source, negotiate and implement improvements/solutions (buy/build/reuse) to enhance stakeholder experience and/or reduce cost in support of business needs
• In conjunction with the overall Technology Solutions Architect, assist the Application Owner and Application Manager by providing effort estimates for new projects and initiatives
• Support the build phase to ensure adherence to the software architecture
• Bachelor’s or Master’s degree in Engineering or computer sciences or equivalent work experience
• 10+ years of hands on experience with Oracle OBIEE and Informatica software with at least 5 of those years in a Financial Institution is a must
• Minimum 5 years of Database Management/Administration with Oracle DB and/or MS-SQL
• Possess a broad technical understanding of DW/DM/ETL/BI applications, technologies, data models, and processes, including user environment, applications, software, hardware, programming languages and operating systems
• Strong knowledge and experience in the use of SDLC methodologies
• Knowledge of business/organization, FI standards, infrastructure, architecture and technology in related areas from a design/support/solutions perspective
• Works independently and/or autonomously on a diverse range of tasks and is relied upon to coach/educate others
• Ability to act as a lead technical development expert and subject matter expert for a business application and/or a specific technology
• Highly flexible and able to quickly adapt to changing priorities
• Highly organized, self-motivated, customer oriented and be able to work independently as well as within a team and with internal business and technology partners at all levels of the organization
• Excellent problem solving and attention to detail. Able to manage multiple deadlines/projects and keep key players informed
• Excellent written and verbal communication skills with good presentation skills
• Support a positive work environment that promotes quality, innovation and ensures timely communication of issues/points of interests
• Strong leadership skills with the ability to build strong relationships with business partners, vendors and IT teams

Primary HP Senior IT Support Analyst Resume Examples & Samples

• Manage access for users, groups and projects
• Perform analysis on ALM logs and use problem solving techniques including root cause analysis for issues
• Utilize SQL and VBScript programming to build/maintain ALM dashboards (Excel)
• Integrate ALM with third party products such as Jira, Nexus and Jenkins
• Create user defined fields for ALM entities such as Requirements, Tests, and Defects
• Use Libraries and Baselines to copy requirements and tests to master ALM project
• Configure auto mail rules
• Complete Migration of legacy projects
• Perform ALM Patches & Upgrades
• Generate Monthly Operational Reports
• Completes tickets on ALM Administration, Customizations, Maintenance & Extract Reports
• Well versed in writing macros in ALM
• Maintain App/web and database Servers
• Monitor server performance/usage/logs/backup
• Upgrade ALM to the current version
• Troubleshoot and resolve outstanding issues
• Ongoing administration and support
• Ongoing support of new user setup and training
• Troubleshoot functional and performance issues, and document root cause and remediation, engage other teams to drive issues to resolution
• Monitor various scheduled batch jobs, health dashboards
• Respond to customer requests (e.g. data changes, data import / export, access requests)
• Perform configuration changes in production environments
• Maintain technical and business documentation (e.g. training, troubleshooting, deployment procedures)
• Available on a rotational on-call basis for managing incident resolution, potentially including weekends
• Monitor the Market Risk System and Counterparty Credit Risk System to ensure the risk reports are produced on time
• Ensure that all key elements of the service level agreements are met
• Co-ordinate the implementation of support and project changes into the systems
• Provide system expertise to our technology partners and business support groups
• Troubleshoot, and provide recommendations in solving applications and system issues
• Maintain and enhance documentation for software as it relates to problems, standards, procedures, and processes
• Provide support for a wide range of clients, products, and systems in a fast pace, dynamic and evolving environment associated with the risk technology industry
• Experience in UNIX operating system, shell scripting, Oracle, MySql and Perl
• Problem solver with excellent analytical, verbal, and written communication skills
• Exceptional interpersonal, analytical and communication skills
• Extremely self-motivated and team-oriented - works well with other team members and keeps all relevant individuals, including management, up to date in a timely manner
• Recording, categorizing, prioritizing and monitoring the status and progress towards resolution of assigned incidents
• Follow standard procedures to ensure compliance with audit and security requirements
• Report on SLA, environmental statistics and application behavioural trends
• Perform and coordinate application deployments to production environments as required
• Lead the analysis, interpretation and remediation of negative availability trends across CAMS/TDI TS to improve customer experience
• Proactively analyze key applications, incidents and environments for availability risks, drive remediation, reduce risk of customer impact
• Define and manage processes to monitor end-to-end consumption and predict future capacity demands on key CAMS/TDI technologies
• Assist in the development of executive and manager type reports
• Level 2 server based application support of CAMS/TDI business line applications across all production and test environments
• Perform non-standardized complex tasks for Major Incidents (MIs) and P1, P2, some P3 and P4 incidents and service requests
• Support change management process as needed
• Perform higher complexity operational and preventive maintenance tasks
• Execute complex remedial and unscheduled urgent changes
• Perform higher complexity, non-standard deployment functions
• Configuration and deployment activities for medium complexity projects
• Support daily business operations and regular users of Murex application
• Develop and maintain excellent working relationships with the FX Metals trading and sales users, Operations & Finance, Treasury Credit, CMRM, ITS and the vendor
• Provide required expertise to all users of Murex, vendor based system and book of record for TD’s FX Options and Global Metals derivatives
• Provide documentation and expertise for new products, processes, and enhancements to all users
• Develop ad-hoc reporting tools for all business groups
• Periodic on-call support and shift work required
• Strong written and oral communication skills with an emphasis on translating complex

IT Support Analyst, Europe Resume Examples & Samples

• Ensure local IT closets are operating effectively; ensure servers are patched, backed up and available
• Delivery of systems and operations services against key metrics and SLA’s
• Manage the delivery of network, voice, mobile and video services by internal and external partners for services into Corporate and Retail stores
• Ensure all desktops / laptops are patched and connected to the Tory Burch domain and running the correct policies
• Make quotations of goods/services in accordance with internal control rules
• Assembling and test new equipment before sending to stores
• Co-ordinate and ensure the implementation of all necessary IT equipment required to ensure the successful and on time opening of all stores in Europe
• Register new equipment and software for warranty compliance
• Provide IT support to retail stores in Europe as required
• Partner with the Regional Retail Managers in region as well as the internal associated customers
• CCIE Network Certified preferred
• Microsoft MCSE Certified preferred
• Experience of dealing with 3rd party providers
• Maintenance of ERP and POS solutions
• At least 1 year experience in cabling and networking
• Fluent in English. Additional European languages welcomed
• Experience of working within a small IT Infrastructure Team
• Experience with interfacing with global management team
• Knowledge of programming and development in the technology and environments used by RISK applications is required
• Mainframe batch processing using SAS programming and JCL
• Distributed UNIX environments with UNIX scripting, SQL, SAS programing and SAS tools
• Knowledge of programming and development in the technology and environments used by our Risk business partners is preferred
• Distributed Windows environments with SQL 2008 and Business objects
• Knowledge of project Lifecycle (PDLC)
• Be primary support contact for all technical issues with regards to our applications. This will require some off hours work as needed to manage / resolve technical issues when they arise
• Collaborate with business leaders and IT partners ensuring that management is kept informed and that problems and issues are resolved or escalated appropriately and clearly communicated and documented
• Partner with Business and Technology teams, eliciting business and functional requirements for projects as well as small enhancements to support a full Retail Risk solution
• Contribute to project estimates for all requests based on scope and/or requirements
• Prepare technology responses to business concepts, in collaboration with IT Solution Designers, Architects and Technology Project Managers
• Contribute to the development of project plans by providing input to project charters, project deliverables, cost/benefits analysis, time line estimates, scope and control
• Assist with the prioritization of project requests and ongoing change requests
• Support system implementation and production readiness, inclusive of post-implementation support, by liaising with technology teams and the business
• Contribute to the development of PAT and Deployment strategies/plans. Participate in pre and post implementation reviews, ensuring all technical solutions have met business requirements
• Act as backup for other members of the application group
• Receive, manage and process incoming support calls, chat messages and emails
• Achieve and maintain a high level of client satisfaction with the service provided
• Investigate and solve business and software issues to the satisfaction of clients
• Assist with the entry and maintenance of information recorded in the support offerings, such as, Knowledge Base entries, Fact Sheets, and known issues areas
• Maintain understanding of SuperConcepts software, current version and stay abreast of coming changes
• Relevant application support experience within financial services industry
• Positive telephone manner and phone handling skills
• Knowledge of accounting and superannuation is preferred
• Strong ability to work under pressure, demonstrate initiative and prioritize work schedules
• High level of problem solving, organisation and time management skills
• Typing and computer keyboard skills to a proficient level
• Manage the Access Permissioning desk for resets, new requests and deletions of CUETS associate/Credit Union Clients for various CUETS Systems
• Perform access Permissioning audits on all CUETS Systems
• Translate business needs into Business requirements documents and ensures all systems support and conform to business needs and specifications
• Acts as liaison between business unit and software/hardware developers and vendors
• Fully competent to work under general direction on complex projects usually on specific assigned problems
• Aware of business or function for which application or system is designed
• May require some guidance on more complex projects
• May provide guidance to more junior analysts
• Excellent written, oral and listening skills. Strong attention to detail
• Operation Manager (OM)
• NICE Resource Optimization – Total View
• Verint – Ultra Call Recording tool
• CUSP, CUBE, VXML gateways
• Approachable and works productively and collaboratively with others
• Highly organized and able to multi task in a fast paced, dynamic environment
• Ability to work on call rotation
• To respond in a timely and accurate manner to emails and telephone support calls meeting clients expectations
• Log all calls and maintain call records in appropriate detail, using helpdesk software
• Resolve all IT issues; over the phone, by remotely connecting to PCs, through desk visits, or by escalating appropriately
• Develop and sustain good, professional working relationships with external support companies and their consultants
• Manage the provisioning and allocation of mobile and remote solutions and to assist end-users in the use of these
• To contribute to the development and maintenance of all IT documentation and the knowledge base
• ITIL Essentials is an asset
• Experience working in the financial industry is an asset
• Knowledge of Bank and technology standards (e.g., infrastructure, architecture, processes, applications)
• Effectively manage competing priorities to provide business deliverables according to timeline
• Efficiently take on activities/tasks in addition to current accountabilities as required ensuring reliability as a team member

Executive IT Support Analyst Resume Examples & Samples

• Provide a single point of contact for customers to resolve technology issues via telephone, e-mail and personal visits to offices, conference rooms, and remote sites, providing customers with timely feedback and problem resolution
• Participate in early pilot programs within the company
• Manage delivery of digital PDF books to executive customers' computers and mobile devices
• Develop and administer customized training for customers
• Perform PC staging, using Ford standard staging process
• Provide customer data recovery, backup, and destruction/wipe service in compliance with IT Security policies
• Ensure that computing environments are protected from current and pending security threat
• Bachelor’s Degree in Computer Science or related field of study
• 5+ years of experience end user support and troubleshooting complex issues
• 3+ years of experience in Apple iOS environment
• In-depth knowledge of Windows 7, Windows 10, and Mac OS operating systems as well as troubleshooting
• Familiarity with Office applications (Outlook, Word, Excel, PowerPoint)
• Possess a strong customer service attitude
• Ability to write custom scripts (VBA, VBScript, Batch and Java desirable)
• Solid understanding of computer hardware, and general PC troubleshooting
• Possess strong interpersonal skills, maturity and, professionalism in all situations
• Experience and understanding of video conferencing technology and collaboration tools
• Basic understanding of networking, VOIP and home network configurations
• Ability to author training documentation
• Nimble and flexible in responding to customer requests. Positive attitude at all times
• Ability to interact with senior management on a regular basis, sometimes during demanding situations
• Able to multi-task while maintaining appropriate priorities for the various responsibilities
• Highly motivated and self-empowered to resolve customer issues, using sound, fact-based decision making
• Staff the IT Service Desk in accordance with the shift rota, Monday to Friday between the hours of 08:00 and 18:00
• Provide 1st and 2nd line support with a requirement to be involved with 3rd line issues and projects
• Receive and record details of customer problems, prioritising and then resolving them
• Keep customers informed of their call request status and progress
• Escalate problems to the IT Services Manager as appropriate
• Liaise with other IT teams, where appropriate, in order to resolve customer requests
• Assist with the provision or removal of IT services. i.e. voicemail, PCs, printers, peripherals, wireless and cable network access, software applications and the configuration of services
• Provide support for audio visual services
• Promote the services of the team in a way that improves the Customer perception of Group IT
• Document and maintain relevant procedures and configuration information
• A track record of successful service delivery
• Experience with PC’s, printers, Microsoft, LANs, WANs, TCP/IP, DHCP and DNS
• Experience in using Helpdesk software to log and report on calls
• Good email administrative skills, preferably Google Apps
• Track record of dealing with customers in other countries
• The ability to set-up and diagnose technical problems on the following Operating Systems: Microsoft Windows 7/2008/2012 onwards, MAC OS. (Linux skills an advantge)
• Experience of supporting audio visual systems
• To help deliver and support the new Developer suite of software within the Delivery Stack as part of an Enterprise Shared Service
• Help lead the design, development, implementation and rollout of an integrated suite of Delivery tools
• Deliver effective and efficient solutions, meeting project timelines and budgets
• Ensure performance, currency, and availability of Delivery tools as part of an Enterprise Shared Service
• Lead continuous improvement, striving for increased automation and value for LoB's
• Participate in and/or contribute to negotiations of vendor contracts/agreements
• Perform a prime contact role with TS project teams, technical experts, business and outside vendors, providing leadership, guidance and direction
• Work with vendors and TS Partners ensuring best practices for TD technology and architecture standards
• Implement management strategies achieving rapid feedback and high availability
• Continuously enhance knowledge/expertise and keep current with leading-edge technologies trends/developments
• Provide technical support for escalated incidents/outages to ensure that they are resolved efficiently with minimal impact to stakeholders
• Work on a broad range of tasks and multiple, concurrent projects
• Troubleshoot functional and performance issues, document root cause and remediation, engage other teams to drive issues to resolution
• Monitor various scheduled batch jobs, health dashboards on a regular basis
• Available on a regular rotational on-call basis (24/7) for managing incident resolution
• 2+ years of experience as a Support Analyst or equivalent experience in supporting enterprise applications or recent graduate with at least 2-3 co-op work terms as a support analyst, preferably with a financial institution
• Hands on work experience with SQL and UNIX is a requirement for this job
• Experience with technologies including DB2, Cognos, Tomcat, Tableau, SQL Server, Java, Oracle database, message-oriented-middleware/FTP/CIFS
• Knowledge of software development cycle, agile methodologies, IT Service Management
• Excellent analytical skills to troubleshoot and diagnose issues
• Knowledge of MS Windows and Office Suite
• Excellent verbal and written communication and customer support skills
• Self-motivated and takes ownership of assignments
• Excellent ability to prioritize multiple tasks, work under pressure
• Knowledge of Capital Markets Risk Management would be an asset
• User Support - via helpdesk / email / phone /
• Responding to user queries in timely fashion and ensuring all communication is recorded accurately
• Detailed call logging and following through to completion, ensuring all details are recoded on support management system
• Liaising with suppliers and third party vendors for orders and support resolution
• Software and hardware installation and maintenance
• Routine system and server checks
• Hardware/software asset management
• System documentation and user guides
• User account setup and maintenance
• Installation and setup of desktops/laptops/tablets/mobile devices
• Client machine maintenance updates for , Windows, MAC, security software
• Quality Standards
• Completion of ad-hoc project work as specified by senior management team
• Engagement with peers across Bewley's Tea and Coffee UK Limited to share best practice
• Arrange and participate in meetings, conferences, and project / team activities
• Collaborating for success - workings in conjunction with colleagues to achieve goals
• Achieving excellence - setting daily goals to meet day to day needs, always striving to improve our service and introduce improvements
• Office Suite support up to O365
• Mobile Device Support
• AirWatch administration or other Enterprise MDM tools
• Office 365 Administration
• Service Now ticket system
• Follow the primary core values at Parts Town (Integrity, Passion, Courage, and Innovation)
• Resolve support issues and address user requests as needed
• Perform computer and phone moves/adds/change
• Perform handheld scanner and warehouse printer installation and configuration
• Maintain the support documentation
• Maintain the Anti-Virus system and verify client computers are kept up to date with security patches and virus definitions
• Perform Active Directory and Exchange email account setup
• Perform RemoteApp application support and administration
• Monitor and manage any open support incidents
• Bachelor's degree preferred. Associate's degree in Information Systems, Computer Sciences, a related field, or equivalent work experience
• 2 years technical support specialist experience required, such as Help Desk/ IT Remote Support/ Systems Operator
• Demonstrated knowledge and working experience of computers, hardware troubleshooting, and Windows Desktop operating systems
• Strong MS Office application knowledge
• Ability to diagnose and resolve complex problems utilizing systematic and methodical problem solving skills with the ability to recognize when additional assistance is needed and/or advisable
• Excellent communication skills, both oral and written, with strong analytical and problem solving skills
• Ability to work on many projects simultaneously, and be flexible with changing priorities
• Ability to interface with all functions and at all levels within the organization and with external customers
• Ability to trouble shoot and resolve telephony related issues and follow documented procedures and processes
• 3+ years of experience working in second line support for a medium sized company supporting 100+ users
• AEC or College (or higher) diploma in computers
• Asset & Inventory Management. (asset)
• Experience with asset management
• Knowledge of Microsoft System Center 2007 and/or 2012 (SCCM, SCSM) (asset)
• Gaming PC hardware experience (asset)
• Game Console experience (asset)
• After 3-6 month training period you will be able to WORK REMOTE 2-3 days per week
• 20%Systems Support – maintain the data and applications related to Cargill Risk Management’s pricing, hedging, and reporting systems. This involves responding to user requests, investigating and correcting problems, and proactively monitoring system health and performance
• 30% Improve daily operations of the business thru system enhancements
• 20% Application Administration – be the main contact point for the business users for some of the systems that Cargill Risk Management uses. Keep track of and work through configuration, access, and modification requests related to those systems
• 20%Documentation - Develops and maintains troubleshooting documentation to assist in the resolution or elimination of incidents
• 10% Misc. duties as assigned
• BA/BS degree in IT field or equivalent experience
• 5 + years of experience working in helpdesk, network, application, or other IT support role
• Thrives in a fast paced environment
• Demonstrated success at managing multiple priorities and urgent requests
• Demonstrated ability to learn complex subjects quickly
• Comforatble working indepentably towards team goal
• Self directed and proactive
• Trading or Financial environment
• Release / Change Management Experience
• Relational databases and SQL Queries (Oracle Prefered) 3+ years
• Python 2+ years
• MCP/MCDST Certification with some college work in Computer Science or related field preferred
• 5 years of related help desk or technical support experience or a combination of college and work experience
• Ability to react to high priority problem calls, and interface with a variety of clients
• Proficiency in MS OS: Windows 7 , Enterprise tools for OS deployment, software distribution, client setups for Applications
• Commitment to excellence and high standards
• Strong organizational skills; able to manage priorities and workflow
• Ability to understand and follow written and verbal instructions
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm
• Ability to work independently in a faced paced environment with minimal supervision
• Experience performing work on all aspects of application and systems support
• High comfort level working with applications, systems and fulfilling tasks that are moderate to highly complex and performed under minimal management supervision
• Readiness to be actively involved in resolving client applications/system issues
• Adeptness at configuring, upgrading, and administering business applications, in co-ordination with appropriate stakeholders
• Strength in performing problem determination including data gathering and analysis
• Possession of effective change management discipline
• Interest and drive to enhance knowledge/expertise by staying abreast of industry and business trends
• Confidence acting as a reference for team members or clients

Drilling Application IT Support Analyst Resume Examples & Samples

• Provide excellent support of LandMark drilling and engineering suite of applications
• Develop custom reports, applications, and workflows to enable timely and accurate reporting of operations related data
• Manage IT related projects to include software implementations, report development, data consolidation and validation
• Evaluate and recommend fit for purpose software to customers
• Assist customers in troubleshooting applications and application workflows
• Work closely with customers to solve operations and engineering related problems through software and IT best practices *LI-YN1
• BS in Computer Science, Management Information Systems, or equivalent
• 1-5 Years of IT experience supporting OpenWells
• 1-5 Years of IT experience supporting Oil & Gas drilling related software applications
• Knowledge of drilling terminology and processes
• Strong understanding of relational databases, Oracle, SQL Server and client/server based applications. Strong SQL skills
• Familiarity with data access/manipulation tools (SQL Plus, MS Access, TOAD or equivalent)
• Customer-service oriented attitude
• Experience with Excel and SSRS
• Experience with WSM or other well servicing applications

Senior IT Support Analyst, SAS Developer Resume Examples & Samples

• Develop effective and efficient solutions by working closely with key technology partners (e.g. Solution Designers and Architects) and business partners
• Support testing teams and business partners during their testing cycles
• Participate in identifying and recommending development / testing solutions / tools in support of project / application objectives
• Completes unit and integration testing for conformance to standards and adherence to design specifications
• Provide technical expertise during Incident management
• Develop UI enhancements within the SAS and additional platforms supported by the Business Intelligence team
• Collaborate with enterprise architects and application teams for effective provisioning, installation, configuration, operation, and maintenance of systems hardware and software and related infrastructure
• Support various types of hardware including servers, printers, routers, switches, storage devices, etc
• Log and respond to incident and service request cases, interacting with the service customer in person or by phone, e-mail or instant messaging
• Diagnose the nature of an incident. If, within the individual analyst’s scope and skill level, restore service to individual as quickly as possible. When appropriate, refer case to the appropriate team / individual for resolution
• Work closely with suppliers to clarify responsibilities and dependencies, deliver services and resolve issues
• Document support configurations, standards, processes and procedures, and guidelines for incident management
• Identify trends and recurring types of incidents. Perform root cause analysis, identify work-arounds and identify corrective actions to eliminate future recurrences
• Proactively communicate the status of issues and projects to all stakeholders
• Implement appropriate monitoring solutions to prevent issues
• Automate routine activities with failure notification and escalation
• Create knowledgebase articles and other documentation to improve self-service as well as improve team’s effectiveness
• Guide policy development, tool selection and process design to improve reliability and timeliness
• Participate in disaster recovery planning, test execution and refinement
• Two-year college degree in computer science, information systems or a related field, or equivalent work experience required
• Four years local (LAN) and wide (WAN) area network management required
• Two years supporting, maintaining, and configuring Cisco network equipment (routers, ASAs and switches) required
• Three years Cisco Unified Communications and Call Manager administration required
• Experience with Route Lists, Patterns, Hunt Groups and Global Directory administration
• Knowledge of basic telephony principals and VOIP protocols
• Experience with network security, QoS implementation and troubleshooting
• Experience with PowerShell a plus
• Able to work in a fast paced, complex and dynamic environment
• Poise under pressure and comfort with ambiguity
• Sense of ownership and urgency, driving resolution of issues
• Able to prioritize and manage multiple service requests & projects
• Training or experience with ITIL a plus
• Cisco CCNA certification a plus
• Exposure to SQL, SSIS Package
• Basic UNIX knowledge
• Exposure to C# code in a .NET environment
• Autosys and Windows Scheduler
• Understanding of FTP/sFTP protocols
• Intermediate knowledge of Oracle database
• Strong conceptual, analytical and problem solving skills; can see the "big picture" in a complex environment
• A degree in Computer Science or a Technical Science discipline with high academic standing
• Experience providing technical support for Fixed Income Desks within an Investment Bank
• Interest in financial markets and investment banking
• Willingness to be on-call outside of business hours for both early and late coverage on rotation
• Experience working with both projects team & business users
• Understanding of full end-to-end cycle for quoting, trading, electronic trade confirmations, settlement, P&L valuations
• Strong knowledge of Fixed Income markets and products, Bond Pricing, Hedging, Market connectivity, STP
• Testing Experience: identifying bugs and small enhancements
• Committed team player with a flexible and enthusiastic attitude and good initiative
• Ability to develop strong business relationships with our business partners and other key stakeholders
• University/College Degree (Business Administration/Computer Science/Information Technology or suitable equivalent) and/or relevant Financial Service work experience
• Superior organizational and analytical skills
• Ability to multi-task and manage multiple relationships at senior levels
• Convincing, effective communicator
• Ability to establish strong rapport with line of business and partner organizations
• 3 -5 years of Credit Union or Financial experience
• Basis knowledge of Credit Union/or Card systems
• Provide effective day-to-day support for applications/systems through accurate problem identification and timely resolution of production issues; perform controlled and timely resolution of incidents while prioritizing and monitoring client satisfaction
• Perform controlled resolution of incidents and problems including prioritization and escalation liaising with business and technology partners as appropriate
• Support changes to application content in accordance with the approved change management procedures; ensuring proper testing, stakeholder signoff, monitoring and minimal impact to the business such as content publication, user management, etc
• Assist in providing in end-user and system support to ensure all required SLAs are met
• 1) 3-5 years' experience in IP Telephony and Contact Center Support environments
• 7) Identification and escalation of situations requiring urgent attention. Involve of all required support teams at TD to solve incidents/problems and changes
• 8) System administration and coordination of technical changes to the hardware and software components
• 9) Identification and escalation of situations requiring urgent attention
• 10) Demonstration of sound reasoning and use of methodical processes in problem solving
• 11) Application of creativity/initiative in the generation of alternative solutions to incidents
• 12) Approachable and works productively and collaboratively with others
• 13) Highly organized and able to multi task in a fast paced, dynamic environment
• 14) Appropriately escalates issues and decisions to others when needed
• 15) Strong communication skills, both verbal and written are essential in order to interact with support groups (French and English)
• 16) Strong team player and self-motivate
• 17) Ability to work on call rotation
• Used to work in a global organization under a matrix reporting structure
• Process oriented mindset is essential
• Strong knowledge Project Management abilities
• Strong verbal and written communication skills, with the ability to communicate to various audiences across levels and departments
• Proven ability to effectively build and manage stakeholder relationships within and across departments and geographies
• Proven ability to manage multiple and competing priorities effectively
• Languages: English (required), Spanish (desired)
• 3 years IT governance is required
• Administration and provisioning of existing and new Mac laptops
• Mac application support
• Monitoring of the fleet via JAMF Casper Suite
• Setup and administration of virtual machine environments via VMWare
• Developing and maintaining laptop IT Procedures
• Completing or assisting with other company projects as assigned to enhance company services and processes as we set up new processes to accommodate our growth
• Collaborating and partnering with cross-functional teams on projects outside the information technology function as part of company building teams focused on special projects inside of DayNine
• Bachelor Degree (computer related field preferred)
• Prior consulting and/or project management experience required
• Conversion or data integration related project experience
• Keen understanding of the software development lifecycle
• Willingness to travel approximately 80%
• Provide effective day-to-day support for applications / systems through accurate problem identification and timely resolution of production issues while prioritizing and monitoring client satisfaction
• Perform incident management role (communicator, tracker, escalator, driver, etc.) for outages; communicate to clients during service outages
• Monitor the performance of the environment by using meaningful metrics; assess and analyze optimization opportunities to improve performance and resource utilization
• Provide Disaster Recovery support by assisting in defining / reviewing disaster recovery plans and by participating in testing
• Work with relevant teams to schedule packaging and release new applications and components in a timely manner in accordance with approved change management procedures; reduce change execution times by planning implementations with parallel work streams while ensuring proper testing, stakeholder signoff, monitoring and minimal impact to the business
• Identify and recommend opportunities to enhance productivity, effectiveness and operational efficiency of the team
• Subject matter expert able to consult with clients and project teams to provide technical guidance and highly complex troubleshooting / problem resolution
• Flexibility to work outside of regular hours including participation in a rotating on-call schedule
• Commitment to adding value to the organization while operating as an integral member of a close-knit global team
• 5-7 years experience in a fast-paced Capital Markets technology support environment
• Excellent problem solving, planning and analytical skills
• An understanding of infrastructure/server components, operating systems (Linux, Windows), scripting languages (Shell, PERL, Python), monitoring tools (ITRS, Dynatrace), scheduling software (Autosys, cron), and FIX protocol
• An understanding of FX, Options and Derivatives Markets or equivalent experience is preferred
• Technical knowledge of Calypso and Broadridge applications
• Intermediate knowledge of Oracle, Sybase & Windows OS
• Basic knowledge of PL/SQL, Excel, and UNIX
• Experience in using Bloomberg TOMS & ANVIL for trade entry
• Experience with Microsoft Office products at an end user and also server level
• Act as a single point of contact for phone calls and emails from users regarding IT issues and queries
• Answering, logging and managing calls from internal users via phone and email
• Analyzes problems (both technical and operational) and arrive at permanent solutions
• Update and maintain the work log in the CRM tool(s)
• Assists in the support of administrative computer-based applications
• Take ownership of user problems and follow up for fast resolution on behalf of the user and communicate progress in a timely manner
• To maintain a high degree of customer service for all support queries and adhere to all service management principles
• Document all the calls in the CRM software 100%
• Create solutions for the frequently occurring issues and add it to the Knowledge bank
• Provide stats for the weekly Service Desk report on volume trends
• Diploma: Any specialization
• UG: Any Graduate
• PG: Not Required
• Performs onsite installation or replacement of various hardware and software components
• Performs diagnostic testing and analyzes test results in order to resolve the issue
• Troubleshoot and resolve trouble tickets related to technical difficulties with hardware, software, and the network
• Triage Tier 2 and Tier 3 trouble tickets
• Resolve network switch and connectivity issues
• Collaborate with development staff to recreate issues in the test environment
• Verify with the customer that the issue has been resolved and update the ticketing system
• Interface with infrastructure, database, and development personnel
• Communicate the plan, progress, and issues in a timely manner
• Initiates escalation as appropriate to ensure management awareness
• Actively contributes to ongoing process improvement
• Performs other duties or special projects as assigned
• Ability to complete multiple simultaneous projects in a timely manner
• Determines root cause of problems and identifies workarounds or permanent fixes
• Ensures workarounds and permanent fixes are documented and communicated to Help Desk Specialists
• Escalates issues to Tier 3 support when the issue exceeds their skill set
• Serves as Subject Matter Expert (SME) for IT desktop support
• Writes automated routines and programs using common desktop software
• Actively participates in end user and Service Desk Analyst training by providing materials, conducting training, or attending training in the role of SME
• Maintains IT equipment and supply inventories to ensure critical parts and supplies are in place to maintain systems with limited downtime
• Administers, updates, and troubleshoots corporate telephony system
• Other duties as directed by the Desktop Manager
• 2-year associates degree
• 3-5 years of experience in an IT technical support position preferably in a manufacturing or gaming environment
• Associate degree in computer science or related field desired
• Demonstrated experience installing and supporting PCs, laptops, printers, and telecommunication equipment
• Demonstrated experience installing and supporting Mac OSX, Windows 7, Office 2013, and other desktop related applications
• Knowledge of Oracle EBS systems and applications
• Knowledge of network and server administration and troubleshooting a plus
• Knowledge of IT technologies such as VMWare and Parallels
• Proven ability to keep up to date with the latest IT technologies
• Well-developed communication skills – oral, written, and listening
• Must have excellent interpersonal and motivation skills
• Ability to work independently and in a dynamic environment
• PC Imaging experience is required
• Occasional travel may be required
• 1 yrs Desktop/Helpdesk support experience,
• 1 yrs experience on hardware issues including PC’s, laptops, printers, and blackberries,
• 1 yrs experience setting up and installing Windows XP, Windows 7 and Microsoft Office applications
• 1yrs VPN experience
• Provides first line response for users requiring assistance with information technology issues and takes ownership of tickets through resolution and closure
• Provides a single view to the company for information technology related issues
• Responds to requests for technical assistance by phone, email, online chat, and "walk-ins"
• Creates detailed logging through issue life cycle in a service desk management system
• Diagnoses and resolves technical hardware and software issues
• Updates the internal knowledgebase with solutions
• Proactively communicates issue status to users
• Escalates more involved problems to the appropriate Subject Matter Experts
• Acts as a liaison between users and technical escalation teams
• Maintains complete and accurate computer asset information at all times
• Recommends new solutions and assists in technology initiatives
• 3+ years of work experience in an IT Support function
• Degree in Information Technology preferred
• Technical certifications preferred-MCP, MCSE, A+, Network+
• Strong technical knowledge of computer hardware (laptops, PCs, peripherals) is a must
• MCP knowledge of Microsoft operating systems (XP, Windows 7) and business applications (Office 2010, Project, etc.) is a must
• Knowledge of Ethernet technologies (LAN, WLAN) and associated peripherals is a must
• Experience with PBX and VOIP based telephone systems (adds, moves, changes)
• Demonstrates excellent verbal and written skills in order to effectively communicate with all levels of the company
• Proven effective troubleshooting skills along with prior customer service experience
• Ability to respond in a repeatable predictable way to common issues and service requests
• Understanding of ITIL principles a plus
• Prior experience working in a fast-paced environment
• Bachelor’s degree, preferably with a degree in Finance/Accounting or Information Systems
• 2-4 years of diversified finance/accounting and systems related experience
• JD Edwards Enterprise One experience
• Customer service and team oriented individual
• Ability to work under pressure and multi-task with time-sensitive constraints
• Strong troubleshooting and problem resolution skills
• Must be able and willing to work flexible hours during peak seasons of supported organizations
• Ability to interact with individuals of varying levels
• Experience with Microsoft NAV is ideal
• Experience with Kronos Time & Attendance and Ariba Procure-to-Pay preferred
• Project management experience is ideal
• Sound to advanced knowledge of business/ organization, Bank standards, infrastructure, architecture and technology in related areas from a design/ support/ solutions perspective
• Develop and operationalize technology standards, policies and processes to address BSA/AML/OFAC risks
• Develop and maintain a working knowledge of BSA/AML/OFAC risks related to technology projects and processes
• Keep direct reports informed about relevant information on BSA/AML/OFAC requirements and escalation procedures

IT Support Analyst / Helpdesk Support Resume Examples & Samples

• Supporting the tier 1 Analysts as they diagnose, troubleshoot and provide accurate solutions to employees issues
• Work with the tier 1 Analysts on Service Desk training as it pertains to their job description
• You will be expected to support issues escalated by the tier 1 team
• Additionally, provide support to all customer issues via phone and / or e-mail
• Utilizing the current CRM and knowledge management software in accordance with standardized procedures to ensure accurate solutions and superior service
• This will require advanced proficiencies in the areas of troubleshooting computers, network issues and customer service
• This position assumes and performs other duties as assigned
• A minimum of three year experience in an IT Support, or IT Analyst, or Helpdesk Support, role including
• Experience with Windows based OS's, UNIX, MAC, Linux or Android. Ability to troubleshoot driver, folder and file issues
• Serving as first point-of-contact for employees on technical issues, as well as be the primary escalation point for the tier 1 team
• Providing a high level of service via Phone, Chat or email. Strive for First Contact Resolution on all technical matters
• Coordinating with partner teams to provide a satisfactory resolution when an escalation is necessary
• Promoting and maintain high-quality technical support standards within the IT Service Desk
• Proven history of practical experience in the computing industry and corporate service-desk environment
• Must have a working knowledge of call center phone systems, CRM, KB and Active Directory
• To perform this job successfully, an individual should be able to perform each essential duty at an advanced level
• The requirements listed below are representative of the knowledge, skill, and/or ability that are preferred
• Good verbal and written communication skills, including effective listening skills and ability to communicate accurately and effectively in person, over the telephone, through email and other business correspondence
• Experience troubleshooting customer installation issues of the company Software on supported Windows operating systems due to windows configuration issues
• ITIL Foundations V.3 and Help Desk Institute Certifications a plus
• Understanding of iPhone and Android environment and the phone settings that may affect the behavior of an application
• Payments to primary care contractors management
• Management of medical records and related courier and storage arrangements
• Probity, assurance and counter fraud activities in respect of the above
• Management of lists confirming the eligibility of primary care contractors to provide services
• Support services for screening activities
• Experience in an IT Support role
• Knowledge of ITIL including service, change, incident and problem management
• Experience of Windows Enterprise and Office (including Office 365) desktop deployments and support
• Experience of corporate networking, including server rooms, network patching and fault finding
• Builds the support dashboard for all the operational parameters and platform parameters for the shared services
• Consolidates all stakeholder accesses to the platform, both customer and non-customer facing interfaces
• Build the performance metrics for the platform- including transaction volume trends from each consumer channels
• Build operational and performance standards for the platforms including the support manuals
• Revise and redesign the availability and other SLA metrics for each platform
• Track application and infrastructure currency, plan and execute server/product patches
• Perform system administration processes to manage and maintain all database, code & configurations
• Establish the Platform Support Services functional capability by creating a repeatable delivery process, establishing and managing re-usable services and ensuring "flawless" operations of services
• Identify and develop / leverage key business performance measures / metrics for internal use and sharing as appropriate
• Technically lead an end to end platform governance (application and infrastructure) including product roadmaps, peak season planning and execution and change management
• Oversee the creation, delivery and maintenance of required documentation and deliverables for a shared services platform
• Lead the BCM, DR, Back Up and Recovery Exercises for the platforms
• Ensure you "protect" the environments, platforms and infrastructure from all security, cyber and poor coding threats
• Lead the Service Management to the platforms- cost recovery model, unit rate definitions, ongoing support costs, procurement and maintenance of software licenses
• Perform infrastructure design reviews with the Infrastructure support team and execute the recommendations to improve the availability of the application
• Perform capacity assessment at application, server, Network and SAN layers(as applicable) and execute action plans to improve the stability of the application
• Forecast the storage requirements for the application and work with infrastructure teams to proactively address the storage needs
• Experience in ensuring High Availability, working experience in monitoring mechanism/tools
• Highly proficient in Word, Excel, PowerPoint and MS Project, data analysis and reporting
• Strong customer service orientation and a professional approach; well-developed negotiation and influencing skills with the ability to manage conflicting points of view
• Proven ability in effective stakeholder management and developing good relationships with business partners; ability to interact appropriately and effectively with all levels within the organization
• Excellent analytical, facilitation, influencing, negotiation, problem-resolution skills and consensus building skills
• Working experience on content management technologies- FileNet, HP Extream, Kofax & CMOD technologies, APIs and Webservices
• Expert knowledge of DEVOPS, ITIL
• Readiness to review, participate in and implement procedures
• Strong interpersonal communication skills and can work effectively with vendors to fulfill support requirements
• Willingness to work effectively as a team, helping others to resolve critical service issues
• 10+ years Platform Management experience
• Previous experience with Digitization concepts, systems and tools a definite asset
• Infrastructure support and Application support background
• Work as part of a dynamic team to help administer and support the new Collaboration and Developer suite of software within the Enterprise Shared Service Delivery Stack
• Ensure the performance, currency, and availability of delivery tools, meeting SLA objectives
• Perform a prime contact role with TS project teams, technical experts, business and outside vendors, providing guidance and direction
• Deliver effective and efficient solutions that meet project objectives, timelines and budgets
• Contribute to continuous improvement and best practices, striving for increased integration, automation and value for LoB's
• Work with vendors and TS Partners for software improvements, upgrades, and changes
• Work both independently and collaboratively on a broad range of tasks as part of an Agile team
• Research, explore, and recommend technological opportunities to enhance the productivity, effectiveness, and automation of the Delivery tools within the Enterprise Shared Service
• Continuously enhance knowledge/expertise and keep current with leading-edge technologies and trends/developments
• Provide desktop support services to Macquarie's New York businesses, spanning both trading and non-trading environments
• Troubleshoot and resolve technology incidents and requests via a ticket queue
• Provide telephone, email and walk-up support as needed and log those interactions as tickets
• Build and deploy PCs and laptops including asset management tasks
• Technologies: Windows 7, Microsoft Office, Active Directory
• Be a strong, dynamic character, capable of dealing effectively with colleagues and business users working in a constantly evolving environment
• Ability to remain calm under pressure and when faced with adversity or urgent issues
• Customer-focused with a "service first" mentality
• Technologies: iOS (iPhone / iPad), Citrix, VPN, Cisco telephony, Airwatch Mobile Device Management, market data applications (Bloomberg, Fidessa, FactSet)
• Experience providing IT Support in the Financial Service industry
• Experience collaborating with offshore, global support teams
• Remedy ITSM tool experience
• Technical input for PeopleSoft HR projects including design, development, and test environment setup
• Project/task estimation
• Involvement with program/system research and analysis, suggesting alternatives
• Reviewing business requirements
• Identify and implement process/development improvements that will improve quality, efficiency, and reduce costs
• Teamwork – support a service oriented, innovative, and collaborative environment
• Knowledge of TD’s development life cycle and project management methodologies including flexibility in application
• 3+ years experience with advanced UNIX skills, shell and Perl scripts, advanced troubleshooting knowledge
• 3+ years experience working session management, session stickiness, cookie management
• Experience with Weblogic, Websphere and working with F5 load balancer
• Experience with PeopleSoft server administration and installation; Ability to build and provision test environment for development
• Experience with Oracle DB
• Ability to setup SMTP Email from PeopleSoft Application server and Process Scheduler
• Working experience with PeopleSoft Integration Broker (Pub/Sub)
• Have an advanced knowledge of SSL Certificates
• Manage LDAP Configuration for the application
• Familiarity with Infrastructure Diagrams
• Knowledge of Network VLAN ACL to protect application servers
• Strong ability to debug and trouble-shoot
• Ability to understand, acquire and apply new technical skills
• Experience working in a fast-paced, fluid environment
• Experience with SQL is an asset
• Wireless systems: Aruba, Cisco
• Working knowledge of Alcatel Lucent QIP
• SevOne Network Monitoring, DCNM
• Clearpass Network Access Control
• Working knowledge of tools in SAN space(DCFM, DCNM, Caminosoft, OCI(NetApp), High Command Suite, Insight IQ, OCUM)
• 2-5 years of experience in an enterprise environment with a minimum of 200 end users
• Customer service skills. Bluebeam has exceptional standards for customer service, not only for the clients we support, but also for our employees. It is our expectation that the person in this role will like to work with others and will help them solve problems with a positive attitude and helpful spirit
• Bachelor’s degree in an IT-related industry preferred or equivalent experience
• Ability to work after hours and on weekends if needed during IT maintenance windows
• Familiarity with VOIP Telephony and associated telecommunications equipment
• Microsoft Outlook 2010, 2013
• Microsoft Office 2010, 2013
• Microsoft Windows 7, 8.1
• Knowledge of Microsoft Active Directory and Windows Domain technology
• Understanding of remote network access including VPN software and configuration
• Understanding of phone technology, including VOIP
• Basic Network troubleshooting skills
• Apple MAC OSX experience
• Support various types of hardware including servers, printers, firewalls, routers, switches, storage devices, etc
• Identify trends and recurring types of incidents. Perform root cause analysis, identify work-arounds and corrective actions to eliminate future recurrences
• Five years LAN and WAN management required
• Four years supporting, maintaining, and configuring Cisco network devices and services (routers, switches, firewalls and QoS) required
• Experience with design, implementation and troubleshooting of remote site connectivity including 3G/4G, DMVPN, VPN and MPLS
• Experience with network monitoring, performance tuning and troubleshooting
• Must be able to travel. Less than 15%
• Application Development and Support that deliver on business initiatives
• Data management and reporting services
• Apply analytical skills to resolve problems and deliver viable solutions. Anticipate obstacles and execute proactive approach to issues. Ability to understand and debug when necessary, applications written in various programming languages: ASP, ASP .NET, C#, Visual Basic and MS SQL server
• Run ad-hoc MS SQL database queries to assist in day to day data issues, application configuration and troubleshooting
• Perform controlled incident resolution including prioritization and escalation, involving business and technology partners as appropriate
• Strive to improve production environment stability by working with others to set up, maintain and monitor applications and systems, while meeting availability targets
• Provide prompt, effective day-to-day support, accurately identify and resolve issues, perform controlled and timely incident resolution all while making client satisfaction a top priority
• Deliver effective and defect-free support (application, software and operations), research system issues and opportunities, recommend changes, oversee execution, keep accurate documentation
• Design, review, integrate application requirements (e.g. functional, security, integration, performance, quality, operations)
• Address application, cross-capability and cross-release issues
• Gain understanding of technical aspects of project and break-fix development related to the application, advise developers and solution designers
• Assume incident management role (communicator, tracker, escalator, driver, etc.)
• Monitor system life cycles, ensure both specs and functionality support business objectives and architecture decisions, re-develop as required
• Use meaningful metrics to monitor environment performance
• Improve performance and resource utilization by assessing and analyzing opportunities to optimize the operational environment
• Follow established processes/standards, business technology architecture, risk and production capacity guidelines; plan, monitor and escalate issues as required
• Comply with both disaster and business recovery plans
• Identify/implement process improvements to enhance revenue, customer experience and reduce costs
• Support business case development, RFI/RFP and SLAs with vendors
• Bachelor’s degree; or equivalent combination of education and experience is required
• 6 months or more of related customer service experience in a professional, financial or health care related environment is required
• Familiarity with medical terminology is required
• Strong attention to detail and proven ability to gather and analyze data and keep accurate records is required
• Proficiency with computer software applications, i.e. Microsoft Office Suite (Excel, Word, Outlook, and PowerPoint) or comparable programs and an ability to quickly learn and apply new systems knowledge is required
• Demonstrated ability to handle complex situations with minimal supervision is required
• Self-motivated with initiative to seek out additional responsibilities, tasks and projects is required
• Effective communication skills (written and verbal), active listening skills and the ability to maintain professionalism while handling difficult situations with callers or customers is required
• Successful history collaborating in a fast-paced team environment is required
• Demonstrated ability to follow policies and procedures while escalating issues as needed is required
• Ability to troubleshoot equipment failures and arrange for or help with repairs, perform preventative maintenance, and updates is desired
• Ability to develop documentation for maintaining and troubleshooting hardware and software systems is desired
• Familiarity with quality assurance and workflow processes to enhance services provided is desired
• Experience with Radiology PACS systems is desired
• Experience identifying opportunities for improvement and making recommendations and suggestions is desired
• EPIC Experience is desired
• Operate, configure and support the relevant software in the BBC Worldwide production environment
• Ensuring that software is running efficiently
• Record requests for new functionality, incidents and applying fixes
• Provide global support by assisting end users: answering their questions, analysing the problems that they are encountering with production systems
• Ensure support documentation is current. Including analysis of service desk tickets, SLAs, the support wiki, and relevant training materials
• Competent at multi-tasking, prioritisation and ability to manage own time
• Experience of Microsoft Windows Server and desktop in a technology support role
• Strong MSOffice skills, particularly Outlook, Excel, and Word
• Familiarity of Wikis, Support knowledge base
• Experience of SQL or PL/SQL (for Oracle Database) desirable but not essential
• Experience in supporting and administrating software applications
• Experience from working within a helpdesk environment is desirable but not essential
• Previous background in dealing with several different client problems each day, researching to find the answers, communicating directly with the client both verbally and in writing
• ITIL and Change Management exposure would be advantageous but not essential
• Prior experience working with or supporting a Rights Management package would be an advantage
• Ability to work independently in a senior role on a diverse range of tasks
• Technical expertise to understand varying system architectures and how
• Lead L3 support while providing expert consultation and participating as a subject matter expert on production issues and projects
• Apply strong analytical skills to resolve problems, perform root cause analysis and problem management
• Follow established processes/standards, business technology architecture, risk and production capacity guidelines
• Plan, monitor and escalate issues as required
• Drive to constantly review and enhance daily processes
• Intermediate Java knowledge (ability to read code)
• Java coding skills an asset
• AngularJS knowledge an asset
• Write and run ad-hoc SQL queries as required to assist in day-to-day data issues, application configuration and troubleshooting
• Comply with change management processes and act as the lead implementer for the Client platform

Snr IT Support Analyst Resume Examples & Samples

• Experience in Desktop Support in a fast-paced, corporate, Microsoft Windows environment
• Solid working knowledge of networking, Wi-Fi, VPNs and supporting cell phones/mobile devices
• Experience in supporting Microsoft Windows, software applications, desktop and laptop computers, audio visual equipment and printer
• Understanding of TCP/IP/WINS/DNS/DHCP and Microsoft 2000/2003 server, Active Directory
• Effective problem solving and resolution skills
• Must be proficient in methods for supporting remote, field-based staff
• Strong Communications skills. Interpersonal, oral, written
• Proven experience working in a customer service environment supervising desk side operations
• Hands-on experience in troubleshooting issues on PCs, Printers and Operating systems
• Experience troubleshooting TCP/IP issues

Junior IT Support Analyst Resume Examples & Samples

• Handling day to day IT tasks such as software installation, fault diagnosis and correction, arranging repairs and servicing for all IT hardware, build, configuration and deployment of machines (desktops, laptops) to new and existing users, and providing support and advice to all staff
• Ensure all support SLA’s are strictly adhered to, and all incidents recorded via Service Desk platform
• Internal IT support ensuring the smooth running of all IT systems, including Microsoft Windows 7, Microsoft Office 2010/2013, Microsoft OCS/Lync, anti-virus software, backup software, print services, servers, NAS, virtual machines, VOIP handsets and systems management appliances
• Support conference room AV equipment – projectors, large LCD screens, etc. including IT setup for ad-hoc internal conference meetings
• Asset management: Maintain and track inventory of equipment (laptops, PCs, telephones, mobile phones, printers, access points, accessories etc.). Configure & troubleshoot corporate email applications with any type of mobile devices (iPhone, and Android)
• Configure & troubleshoot all corporate applications (SAP, Microsoft Dynamics AX, PLM, etc.) providing level 1 support
• 2 year’s minimum full-time experience providing tech support
• In depth knowledge and usage of Windows operating systems
• PC imaging and configuration
• Some experience working with Active Directory, Windows Print Servers
• Knowledge of Microsoft Windows 7, 8.1, 10, Server 2008 / 2012
• Spyware / adware removal tools as well as antivirus programs
• Experience working with server hardware technologies such as HP, Dell, IBM
• Knowledge of Microsoft Office 2010 & 2013 including Outlook setup and troubleshooting. Office365 is desirable
• Must be comfortable with all facets of PC and laptop hardware setup and maintenance; including installation and configuration of hard drives, NIC's, printers, and other PC accessories
• Experience working with a ticketing system/service desk. Familiar with ITIL best practices
• Essential - excellent communication skills, both written & oral, with a good ‘desk side manner&#8217
• Essential - willingness to learn; great can do attitude; charming mannerism; great initiative; self-starter who can identify needs and generate solutions with minimal supervision; high attention to detail; personable

Senior IT Support Analyst IBM Infosphere Resume Examples & Samples

• Undergraduate Degree or Technical Certificate
• High comfort level in leading the support of highly complex and/or comprehensive applications/systems and/or business lines
• Experience in application infrastructure management for large data management systems, including Data Integration, Data Protection, Metadata Management and Data Analytics
• Knowledge of IBM InfoSphere Suite (Information Governance Catalogue, Business Glossary, Information Analyzer, Data Stage/Quality Stage), Business Process Manager, COGNOS an asset
• Knowledge of TD Cloud, Java, Power Stage, Cognos, XML, Shell Scripting, SQL, Linux, Websphere, Oracle, LDAP an asset
• Strong knowledge of TD Technology and Infrastructure processes (and/or Other Financial Sector technology experience) an asset
• Experience with Hadoop and related tools an asset
• Configuration of PC, laptop, and thin client systems. Apply user additions and deletions in Active Directory and administer various vendor applications
• Relocation and setup of computer equipment
• Must be willing to work weekends and be flexible to alter shifts as needed
• Provides Level 1 and 2 technical supports for all HMS applications, systems, software and hardware within negotiated Service Level Agreements (SLAs)
• Logs all incidents reported via telephone, email or voice mail
• Attempts to troubleshoot and resolve all incidents reported to the Help Desk or received via a ticketed request
• Distributes and dispatches incidents to the appropriate support groups as needed
• Ensures timely escalation of customer issues by gathering detailed information and assigning an appropriate priority level and resolution target
• Conducts first and second level support using documented procedures and available system tools
• Provides guidance and work leadership to less-experienced technicians
• Coordinates and tracks all system level production down resolution as necessary per documented procedures
• Administers id’s, passwords and security rights for all internally developed web-based systems as required
• Installs and configures HMS hardware and software as required
• Provides support for remote users (VPN and other connectivity issues)
• Document processes and procedures as required
• Exceptional ability to provide a high level of support with a customer first attitude
• Strong ability to apply a high sense of urgency to all tasks
• Strong ability to train and mentor new or junior level technicians
• Strong ability to coordinate priorities between the IT department and user departments
• Strong ability to seek out opportunities to increase internal client satisfaction and deepen client relationships
• Strong ability to actively collaborate with vendors and other support teams for problem resolution
• Ability to provide careful attention to detail
• Ability to perform well in a team environment, with staff at all levels, to achieve business goals
• Average manual dexterity work in use of a PC, phone, sorting, filing and other office machines
• Ability to work proficiently with Microsoft Word, and Excel
• Ability to lift 50 lbs
• Light travel may be required
• 3 yrs Desktop/Helpdesk support experience,
• 3 yrs experience on hardware issues including PC’s, laptops, printers, and blackberries,
• 3 yrs experience setting up and installing Windows XP, Windows 7 and Microsoft Office applications
• 3 yrs VPN experience
• Build and maintain effective relationships with business, technology and vendor partners, influencing stakeholders and gaining support for strategic initiatives
• Leverage analytics and reporting to better understand how the current services are used and where we can make improvements
• Execute programs which continuously improve the quality of the Intranet service
• Assist the CAST Platform Management team with ensuring that the support applications and required technology infrastructure are available according to our established Service Level Agreements
• Assist the team in developing high-quality how-to guides for our users with a self-serve focus
• Act as a subject matter expert when consulting with business partners about their Intranet projects and content updates
• Act as a primary resource for administration and enhancement of ideation, crowd-sourcing, and employee engagement technologies
• Research new functionalities and standards, pro-actively soliciting feedback on their usage and implementation
• Propose and further develop operational processes that will allow our team to better respond to urgent requests and meet challenging timelines
• Support the team's analytics and reporting capabilities that our business partners can leverage to understand employee usage and how we can support them to improve the employee experience
• Consolidate feedback from multiple sources and provide recommendations for enhancements
• Review support requests and look for opportunities to provide self-serve job-aids/guides to better serve our end users
• Assist the team with reviewing our current Intranet Search capabilities with a focus on continuously improving search results to our end users
• Monitor site problems, track and/or resolve ongoing issues, follow through on technology partner implementations to resolve those issues
• Assist the CAST Platform Management team with monitoring performance, incident management as well as acting as the lead when required to resolve application issues
• Maintain, enhance and share knowledge of industry best practices applicable to the Intranet Service with the CAST Team
• Provide publishing and development support to the IT Manager, delivering polished and usable designs using established web principles
• Experience in an Intranet, Information Architecture, Digital Communications and/or Content publishing role (3+ years)
• Strong technical skills, including advanced knowledge of HTML, XML, JavaScript, CSS and graphic editing tools
• Experienced with content and web development tools
• Good working knowledge of Intranet platform technologies including: IBM WebSphere Portal, Interwoven TeamSite, Google Search Appliance Webtrends Analytics, IBM Connections, and Microsoft SharePoint
• Advanced knowledge of Microsoft Office suite of tools with a focus on Excel
• Knowledge of mobile technologies that can be used to deliver our Intranet Services
• Familiarity with TD Incident and Change Management processes
• Quality interpersonal and communication skills, both verbal and written
• Organizational skills, capable to multitasking and ability to deliver high quality work with minimal supervision to meet multiple competing & aggressive deadlines
• Flexible, adaptable to a rapidly changing business environment by shifting priorities as needed
• Superior time management and relationship management skills
• Handle first point escalation for all technical issues for senior executives & CEO
• Ownership of exec IT issues and coordination with other support and operation teams to resolve issues quickly
• Ensure proper logging, communication and fast resolution of issues, following ITIL structure
• Knowledge of troubleshooting hardware for Windows operating system and Apple OS related issues
• Provide general desktop support to user base, BAU via phone, email and desk side
• Installing, configuring and troubleshooting printers, plug and play devices, PDAs, Kiosk, MFD, iPhones, iPad etc. and all related issues
• Knowledge of Microsoft Office (2010 / 2016 / 365), MS Project, Visio, Adobe CC Suite, Outlook, Google Apps
• Apple device support (airport, time capsule etc)
• Previous experience working with executives and VIP staff
• Ability to communicate across organisational levels and work well under pressure
• Solid understanding of Windows and Apple client operating systems
• Professional and well presented at all times
• Able to work using own initiative
• Excellent social skills
• 2+ years I.T. experience including customer facing, laptop troubleshooting, Win 7/10 experience
• Minimum 6 months+ experience with various mobile phone models and Oss
• Professional communication with customers, peers and upper management
• Excellent teamwork skills. Excellent customer service skills. Attention to detail
• Ability to interpret policy and enforce with customers and partner teams
• Ability to multi-task and prioritize work load depending on ever-changing requirements and volumes
• Customer service, technical training and/or industry standard certifications preferred

IT Support Analyst With SQL & Unix Resume Examples & Samples

• Provide Level 1 application support services like Access provisioning, Data extraction; Data feed management, Application Health Check, Application monitoring, release support, etc
• Receive, capture, prioritize and resolve User Support Request and Incidents from various channels like chat, email, phone, web tickets and provide resolution to known issues based on documented Knowledge Articles and Business/Application Knowledge
• Coordinate with Level 2 application support team for escalations and resolutions
• Identify opportunities for Automation of manual and/or repetitive tasks and develop automation scripts as required
• Drive continuous improvement in operations through knowledge management, automation and problem management
• 2-4 years of IT experience with Level 1 (or Level 2) production support
• Basic Unix and Database (Oracle Or Sybase) technical skills
• Technical - Unix, SQL Skills and/or Oracle Skills
• Excellent Communication skills – verbal and written in English language
• Flexible & willingness to work in 24/5.5 shift based work: Shifts change every second week: there are early morning shifts, normal day shifts and night shift as well
• Experience in Banking and Financial services industry
• Experience in ITIL processes

Trainee IT Support Analyst Resume Examples & Samples

• Background in Service Desk, Customer Service or Service Management environments
• Strong aptitude for technical concepts
• Ability to communicate with all levels of the organisation
• Uses own initiative
• Excellent interpersonal and customer service skills, written and verbal
• Flexible to new technologies
• Very good organisational skills and attention to detail
• Smart and presentable
• Excellent timekeeper
• Ideally have an understanding of ITIL and / or working knowledge of remedy
• Additionally ideally have an understanding of process design, development, and management
• STEM qualifications advantageous as well as previous experience of delivering support to major projects or rollouts but not essential
• Willing to undergo security checks if successful
• Work with vendors to design and test modifications to software packages, including EDI development
• Perform network administration tasks in a Windows 2012 Active Directory environment: TCP/IP, DNS, DHCP, Exchange
• Knowledge of various types of code, including VBA
• Provide desktop support for Windows 7 and 10 workstations
• Support Microsoft Office products
• Bachelor’s degree in Computer Science or a related discipline preferred
• Intermediate to advanced proficiency using Microsoft Office software applications
• Working level knowledge of network and PC operating systems
• One (1) year performing hands-on troubleshooting duties is preferred
• An understanding of EDI mapping, testing and implementation is a plus
• Ability to work with people at all organizational levels, especially in a team environment
• Excellent administrative and organizational skills with strong attention to detail
• Problem-solver
• Ability to work in a fast-paced work environment
• Provide desktop support for customers in Wroclaw
• Manage production incidents in line with UBS internal guidelines
• Uphold high standards for timely issue resolution
• Maintain a knowledge database
• Install, inventory and deliver new workstations, laptops, printers
• Provides Level 1 and 2 technical support for all HMS applications,systems, software and hardware within negotiated Service Level Agreements(SLAs)
• Ability to function effectively under pressure as well as manage multiple initiatives
• Ability to work weekends and overnight hours as needed
• High School Diploma GED required – 2 yrsAA or +1 year exp
• A+ , N+, MCP, MCSE certifications preferred but not required
• >3 yrs Desktop/Helpdesk support experience
• >3yrs experience setting up and installing Windows XP, Windows 7 and Microsoft Office applications
• 3yrs VPN experience
• As a member of the WCS Factorlink/PACE/Syndication Manager IT team this position is responsible to solve Factorlink/PACE business and IT incidents and requests alongside multiple remote contractor teams
• The candidate responsibility is to coordinate, follow up tickets and manage communication between and across different teams to solve problems in Factorlink/PACE and syndication manager application
• Track and manage multiple incidents at the same time
• Understand and adopt the business priorities in day to day work
• Track issues and its priorities and represent during new Release scoping
• Understand the business processes wing to wing and be able to support the business users
• Manage and coordinate root cause analyses, investigations incidents or request related
• Be able to provide extracts/evidences from Factorlink/PACE database for Audit reviews
• Document IT processes and build/maintain knowledge base
• Work with other ITIL process owners to ensure there is an integrated approach to the design and implementation of incident and request management, problem management, event management, access management and request fulfillment
• Document and work according to documented ITIL processes
• Execute and coordinate approved / requested changes on different layers of Factorlink/PACE and surrounding applications/databases
• Execute and coordinate testing in case new development for IT
• Ownership of Post Mortem Reports for significant service interruptions
• Participate in monthly meetings with the IT management team to discuss progress and issues to be resolved, and report progress on a weekly basis to the RTS lead
• BSC in Computer Science/Information Systems or BComm or equivalent relevant work experience
• ITIL working knowledge on Incident and Request management
• Strong experience with systems administration, or IT/Business analyst position mainly 3 tiers applications/systems
• Experience in application support/development which used .NET C#, Visual Basic or JAVA
• Working knowledge with Oracle SQL/PLSQL
• Experience in interface build and operations such as flat files/XMLs via FTP/sFTP, WebServices, MQ, WebApi, WCF
• Able to manage multiple requests, incidents at the same time
• Writing and maintain SOPs, IT process documentations and understanding business specifications
• Effective written and verbal communication skills in English
• Ability to comprehend and effectively deal with cultural differences
• Must be self-motivating, self-directed and be able to work under pressure and in fast paced team environment
• Experience in ITIL – mainly in Incident, problem and request management processes
• Working with remote/offshore teams
• Experience in incident management role is a plus
• Flexible in working hours
• To manage and support desktop / laptop hardware and Business software systems within agreed SLA’s
• To plan, evaluate and propose improvements to desktop systems and provide extended support as and when required
• Assist local network installation projects, including cabling and patching
• Assist network server support and maintenance procedures
• Assist in the maintenance and administration of telephone systems
• Develop allocated primary skills in support of the Operations team
• Assist in local project implementation, such as technology refresh and rollouts and project work
• Respond to Helpdesk reported support calls via telephone/desk-side support and remote access assistance
• To maintain the Helpdesk system, recording appropriate information for fault incident and fault resolution as well as new requests
• Responding to Helpdesk reported change requests
• Escalating support calls as prescribed by the escalation procedure and within the service level agreement
• Carry out administrative duties; e.g. maintenance of user access rights, and distribution of consumables etc
• Provide support to other regions when required
• Seek continuing professional development and technology awareness
• Deputise in the absence of the Regional IT Lead if requested
• Strong customer liaison skills
• An organised and systematic approach to problem solving
• An understanding of and commitment to Health and Safety and Equal Opportunities practices
• ITIL Framework certified
• ITIL Foundation version 3 Certified required
• Degree or equivalent qualification MS Certifications (preferred) A+ N+ MCSA required
• MCITP (advantage)
• At least five years’ hands-on experience of operating systems, with particular emphasis on Windows 7 and Windows Server 2008 / 2012
• Strong PC hardware understand and competency
• Provide exceptional customer service in person, via phone and email as appropriate
• Resolve help desk issues including troubleshooting hardware and software issues
• Perform user administration duties
• Microsoft Office 2007 to 2013
• Windows 7, Windows 8, Windows 10, XP and Vista
• Windows Server 2003 and 2008 and 2012
• Remote Desktop support
• Small Business Server 2008/2011
• Active Directory and Exchange
• Patch management
• Advanced printer / peripheral device troubleshooting
• TCP/IP, DNS and DHCP
• Remote support for handheld smartphones and tablets

H&B IT Support Analyst Resume Examples & Samples

• Administer ongoing and annual enrollment daily benefits system activities
• Receive and update data files of client information for new or contracts to be renewed into benefits platforms
• Process system data updates such as indicative data, election data, dependent and beneficiary data
• Develop and maintain system processing documentation
• Process and fulfill enrollment worksheets, confirmation statements and other benefit documentation
• Support access management and issues of first level of resolution into Benefits platforms
• Support IT platform implementation processes (Testing and End users trainings)
• Carry out testing sets
• Design training programmes and carry out them
• Prepare the learning environment and resources, including setting up IT equipment where appropriate
• Deliver training programs in formal (e.g. a classroom), informal (e.g. floor-walking) or online (i.e. e-learning and webinar) settings
• Support and coach end-users related to benefits platforms
• Coordinate or participate in special projects / initiatives
• Create, submit and handle requests for change
• Prioritize, schedule and manage problems when enhancements or fault resolution are required
• Create and manage user accounts based on users' information and their role in the company, in compliance with audit processes and license agreements with suppliers
• Assist finance in the application of change to the ERP system, such as data import, value updating and data restructuring using system functions
• Create, deploy or enhance support, maintenance, enhancement and operation processes, for users and for the team; Analyze results and make recommendations for the enhancement of all team processes and integrate changes
• Produce documentation following problem resolution and analyze trends to find a way to prevent the problem from re-occurring
• Identify and learn the used and supported applications
• Answer user requests in order to resolve problems relating to the operation of applications; Document all the useful information relating to the user as well as the nature of problems/incidents
• Record all incidents, manage them or forward them to the business analyst or the supplier, if required
• Record, trace and document the problem resolution process, including all conclusive and inconclusive decisions, as well as the actions taken, until final resolution
• Communicate the problems and questions relating to applications to the main stakeholders, including the IT department, the corporative IT team and the users
• Perform tests and track changes and follow up after resolution in order to ensure that the problems have been corrected appropriately
• Support, manage and assist with installing and moving applications
• Support, manage and assist the infrastructure team with certain technical aspects affecting the application
• Direct or take part in tests and approvals
• Support users with their enhancement requests; Direct and contribute to the implementation of the request or transfer it to the right person, if necessary
• Act as a technical resource and expert on applications supported by the enterprise systems team
• Support the front-line IT support team and the level 1 and 2 IT technicians in the resolution of problems relating to applications supported by the enterprise systems team; If necessary, provide training and knowledge transfer for applications supported by the enterprise systems team
• Support the auditors in their requests for verification on ERP systems
• Create/improve invoice or report template requests, if necessary
• Perform functional analyses, if necessary
• Create, implement or run SQL scripts for querying, support or data updating purposes
• Carry out preventive maintenance, including the installation of sets of provisional changes (service packs), patches and hot fixes
• Bachelor's degree in IT, information management or a related field
• 10 years of experience in a similar or related role
• Experience with ERP systems and their typical processes covering the Finance and HR sectors
• Experience in business application support in complex environments
• Database experience; Knowledge of MS SQL language
• Strong analytical, summarizing and problem-solving skills
• Understanding of the IT infrastructure field (Server, Network etc.)
• Experience in software deployment, maintenance and configuration
• Excellent knowledge of MS Office Suite: Visio, PowerPoint, Excel, Word
• Leadership skills and the ability to coordinate projects
• Bilingual (French and English)
• Excellent team spirit
• Independent, versatile and committed to innovation
• Capable of multitasking
• Act as a point of contact to all areas of the business for any IT support issues ensuring that all support queries are logged with the central service desk
• Escalate calls where necessary to the relevant resolver group. Report on status of outstanding calls
• Maintain a high degree of customer service for all support queries and be proactive when dealing with user issues
• Be an ambassador of the IT Support team communicating with end users and improving the image of IT
• Provide support for desktops, laptops, servers, MACs, printers, peripherals and other hardware support where necessary whilst also looking after the comms room or escalate to 3rd party hardware support
• Provide support for All Windows OS, Office 365 and Mac OS
• Troubleshoot and support specialist media and finance applications
• Working on Starters and Leavers, requesting account setup as well as building and rolling out hardware and updating software packages
• Contribute to the knowledgebase for fixes and workarounds
• Maintain and monitor all AV and meeting equipment with the business
• Maintain all printing devices within the business
• Maintain Asset Databases
• Any other tasks or projects assigned by IT Management or the business
• With the Service Desk Manager provide regular training on Audio Visual, Printers and other IT equipment to the end user
• Work closely with the global support teams to improve IT helpdesk systems and service
• Take a pro-active approach, ensuring a sound and up to date knowledge of the IT systems used within the business and research new technologies as required
• A good spectrum of IT knowledge and with 12 months’ experience or more
• A solutions focussed approach
• Pro-active and have the ability to work on your own
• Good people skills
• And understanding of Microsoft Windows Desktop OS, and Mac OS
• And understanding of Mobile OS including Apple, Android, Microsoft
• Proven trustworthiness in handling confidential information
• Flexibility to work different shifts between 8am and 6pm
• Flexibility to work outside of normal working hours at short notice
• Ability to develop and nurture relationships with key users at all levels and with third party suppliers
• Operate effectively under pressure with the ability to work without supervision
• A commitment to quality and a thorough approach to work
• Self-motivated and resilient
• Excellent organisational skills and the ability to plan time effectively to ensure maximum results
• Ability to take pro-active actions instead of waiting to be given tasks
• Experience of setting, promoting and delivering standards of service excellence in meeting the needs of the business within a ‘clients come first’ service culture
• Works directly with business owners, IT development teams, and help desk technicians to provide service and resolve issues related to various applications
• Effectively provide solution to problems to ensure customer satisfaction
• Prioritize and triage issues to various IT stakeholders on a daily basis
• Collaborate and collect detailed information in order to timely determine a resolution
• Setup and configure user accounts in enterprise applications (example: Salesforce.com)
• Help configure different SAAS applications
• Work on projects on an ad-hoc basis as assigned by the senior business systems analyst
• Work closely with business leaders to understand their processes, needs, priorities, and future road map
• Associate's Degree from two-year College or relevant experience in lieu of required education
• 1-2 years related experience and/or training; or equivalent combination of education and experience
• Ability to effectively present information and respond to questions from internal business customers
• Excellent communication, troubleshooting and documentation skills
• Experience supporting ERP systems (such as Dynamics AX, SAP, Oracle, JD Edwards)
• Degree in Computer Science or a Technical Science discipline with high academic standing
• Technical knowledge of ION components: Platform, MMI, Pricing (PXE & WinFits), Connectivity, Ticketing, Position, & Risk, Trading Tools
• Strong knowledge of working on Windows Platforms
• Basic knowledge of PL/SQL, Excel, and VBA
• Use of JIRA
• Service oriented customer facing skills
• Technical / Process documentation production preferred
• 2nd Line Desktop support experience required (OS & Hardware)
• Microsoft Office product support experience and advantage
• Experience within ITIL best practice environments an advantage
• LANDesk and/or TouchPaper experience an advantage
• Identify and resolve support issues in order to maintain IT services, enhance capabilities, and prevent system outages
• Support ERoW Business Systems Manager and Marlow IT Team, in delivery of IT Services
• Interface with IT Services Team, to ensure system integration and consistent approaches maintained
• Comply with configuration control requirements within the IT Services’ architecture
• Operate Service Delivery Toolset, in line with operating procedures
• Address incoming incidents in ServiceNow (our Service Management System)
• Handle chat support inquiries
• Remotely connect to employee customers’ devices to troubleshoot and resolve issues
• Process hardware support calls with vendors
• Actively maintain Asset Inventory for office and asset changes associated with incidents throughout Slalom
• Diagnose and resolve a high number of PC, Mac, or tablet issues daily
• Deploy 3-4 new machines using our SCCM based infrastructure
• Build our knowledge base of support scenarios by researching, testing, and implementing solutions
• Know when to have fun and when to work
• A Bachelor's degree in an IT-related field or equivalent industry experience
• 2 to 3 years of experience in helpdesk, servicedesk or support operations in a corporate environment
• Ability to multi-task in an organized fashion
• Strong technical and analytical troubleshooting skills
• Ability to work independently (remote management) and take ownership of issues, tasks, and problems
• Demonstrated ability to research and resolve
• Bonus points if you have any: Professional IT certifications, such as A+, Network +, ACMT, MCSA, or similar
• Address incoming incidents
• Diagnose and resolve any number of PC, Mac, or tablet issues
• Log everything in our IT Service Management system
• 1 to 3 years of experience in helpdesk, servicedesk or support operations in a corporate environment
• Ability to work independently and take ownership of issues, tasks, and problems
• Bonus point if you have any: Professional IT certifications, such as A+, MTA, ACL, or similar

IT Support Analyst, Vietnam Resume Examples & Samples

• Communication skills (English), spoken and written
• Good interpersonal Skills
• Service & result oriented
• Min. 3 years of professional experience within IT
• Experience in IT Project management and IT Service Management, especially Supplier Management and Run Cost Management
• Comprehensive Expert knowledge in up to date infrastructure technologies
• Profound knowledge with Standard Microsoft Office products
• Certification in ITIL standards preferred
• 3-5 years in IT support and project support role
• Degree in Computer Engineering, Information Systems , Computer Science
• First point of contact for Customers for raising IT service incidents or requests via email, phone, instant messaging or any other agreed channel
• Monitor Customer infrastructure alerts using specific tools
• Escalate incidents or requests to appropriate support teams in case resolution is not possible at SD level
• Keep Customer updated on agreed intervals, based on Service Level Agreements
• Act as an interface between Customers and Endava support teams
• Fluent in English - mandatory skill
• Passionate about technology, even if you don’t have previous experience in IT
• Strong problem solving and communcation skills
• Open to working with demanding customers and deliver to tight deadlines
• Adaptable and good team player
• Lead, manage and own the availability for the suite of the Business System applications and products including but not limited to Arrow, TDSS REC, CASE, Cash Transfer, Cornerstone, DRIPS, Ticketing Application, Wealth Client Onboarding and Wealth Transfer System
• Design, develop and implement strategies to improve overall efficiency of the Wealth TS support model to maintain and exceed applications availability SLAs
• Execute Subject Matter expertise in daily production support of operations groups for any connectivity, processing or functionality issues
• Take a lead role within the team for a group of applications including managing Priority 1/2 issues, communicating incident updates to business partners and management teams, own end to end transition of intake from projects to support
• Team leadership responsibilities
• Responding to user queries regarding the application functionality, and investigation of issues
• Timely creation, resolution and trending of incidents using Incident Management software (Service Desk Manager)
• Limited after hours support, every other week up to 7:00 PM on a rotation basis (weekend deployments etc)
• Supporting other teams with testing initiatives in non-Production environments
• Assist with the planning, testing and implementation of new application deployment
• Assist with the acquisition and presentation of data for Audits
• Assume an “ownership” role, on behalf of the client to ensure issues are resolved
• Perform user setup and administration tasks, including Active Directory, Exchange, PeopleSoft, Kronos and custom enterprise applications
• Create, review, and maintain detailed documentation on all user administration and security processes
• Provide support to internal team members, tier I and II support teams, and end users of application systems
• Support and administer applications running on Windows OS
• Support and administer IT management systems, including endpoint security, network backup and software inventory and deployment
• Support and administer mobile applications running on iOS and Android platforms
• Provide support and troubleshooting for community and management company phone systems
• Procure and manage Company mobile devices
• Perform the maintenance and patching of end user devices and applications
• Troubleshoot user access issues occurring in proprietary applications, third-party applications, and networking environments
• Utilize continuous improvement techniques to analyze and improve performance and processes
• Establish, maintain and document knowledge of operational processes for tier I support
• Periodically perform recurring on-call responsibilities to help assist in Atria’s support environment that provides assistance to communities 24 hours a day, 7 days a week
• May perform other duties as needed and/or assigned
• Bachelor's Degree in computer discipline, technology or engineering highly preferred
• Three (3) or more years of experience in an IT support or technical environment, with significant PC or client/server platform experience
• Knowledge of Microsoft Windows Server 2008 and 2012, SQL Server 2012, Active Directory, Microsoft Exchange 2010 and newer, WSUS, Symantec Endpoint Protection, and Office 2010 and newer
• Experience with enterprise-level systems management tools to deploy software, manage assets, and maintain software inventory
• Experience with enterprise level administration tools to manage and monitor a robust environment
• Experience creating and maintaining server scripts (PowerShell, Perl, VB) to perform routine maintenance tasks
• Must be willing to work extended hours, nights or weekends, when necessary
• Design and develop high quality solutions for program/system issues consistent with project objectives and client requirements following technology architecture standards
• Work with IT management and the client to ensure effective communication, integration of project issues and deliverables, and clear articulation of business requirements
• Perform analysis, design, and programming, following the system development life cycle (SDLC) methodology while adhering to bank technology standards
• Perform retrofitting of code changes for project development and source code control
• Conduct and participate in code reviews
• Participate in the creation and review of SDLC documentation as required
• Contribute to team success by meeting key project milestones and overall project deliverables on time and within budget, while adhering to development and quality standards
• Work independently and interact with team members and a variety of other departments
• Support the CPC application and resolve production problems
• On call support (7/24) is required on a rotational basis
• Participate in development of test plans and scripts and system deployment plans that adhere to business requirements, and participate in the testing of developed systems/solutions
• Coach and mentor other team members, participate in knowledge transfer with the team and business units
• 5+ years of experience in Host application design and development
• Expert knowledge of the Host mainframe technical environment and tools (IMS, DB2, VSAM, JCL, COBOL, SAS, other mainframe tools) is required
• Knowledge of AWF/CA7 scheduling
• Ability to effectively communicate technical issues to non-technical individuals
• Ability to work independently and as a strong team player
• Experience with TD SDLC methodologies
• Knowledge of CIF and ETL processes
• Experience with Oracle and distributed platforms
• Bachelor’s degree; or equivalent combination of education and experience
• 6 months or more of related customer service experience in a health care related environment
• Experience with Radiology PACS systems required
• Effective communication skills (written and verbal) and the ability to maintain professionalism while handling difficult situations with callers or customers is required
• Proficiency with computer software applications, i.e. Microsoft Office Suite (Excel, Word, Outlook, PowerPoint) or comparable programs is required
• Demonstrated ability to handle complex situations with minimal supervision is desired
• Self-motivated with initiative to seek out additional responsibilities, tasks and projects is desired

IT Support Analyst, Associate Manager Resume Examples & Samples

• Level 1-2 Support
• Basic Configuration of Wyse Terminals
• Managing the setup of joining and leaving employees
• Support for mobile devices (blackberries, laptops and mobile phones)
• Hardware Equipment Support
• Vendor management (printers, recycling)
• Upkeep of IT rooms
• Meeting support
• Local network support – Patching and network hardware support
• Support for visitors
• Printer issues
• Citrix Support
• User account management
• Active Directory administration
• Other duties assigned by management
• Experience in the field of IT, preferably with network management and end user support
• Bachelor’s degree in Information Technology or IT related curriculum.Microsoft qualifications preferable
• Excellent time management and prioritisation
• Excellent communication skills in person, phone or email
• Strong problem solving and technical skills
• Ability to work unassisted
• Ability to move or lift IT related objects (Computers, Printers, Monitors etc…)
• Experience working with Citrix desktop environments and thin clients
• Good knowledge of structured cabling and patching management
• Excellent working experience with Active Directory administration
• Blackberry administration and support
• Experience with managing vendors and contracts
• Work with external vendors to troubleshoot and resolve complex software issues
• Work with Applications Development and Support Teams on applications of general systems and integration with business problem solving
• Serve as primary IT resource for small to medium - size projects
• Work with minimal guidance; seeks guidance on only the most complex tasks
• Provide support and leadership in critical production support
• 2+ years of experience in technical or application support or DevOps
• Experience in all phases of the Software Development Life Cycle (SDLC) / System Development Life Cycle
• Be available for on call support
• Administration experience with Windows Server and Linux
• Experience with DevOps model
• Healthcare experience
• Experience with some of the following: Java, networking, SSL, DataPower, WMQ, Ensemble, HL7, or SQL
• Knowledge of how to troubleshoot, configure and manage mobile devices such as iPhone/iPad and Android phones/tablets
• Assist with any network connectivity issues as well as some minor system support (server hardware, network hardware)
• Demonstrated experience installing and supporting Mac OSX, Windows 7, Office 2013, Office 365, and other desktop related applications
• Knowledge of mobile devices such as iOS iPhone/iPad, Android cell phones and tablets and other similar technology
• Provide general end user desktop, application and network support
• Maintain system security for users in accordance with policy, procedures, controls, and best practices
• Provide technical consultation and training to end users
• Contribute on projects to smoothly integrate new systems
• Work across organizational lines to understand business requirements and improve levels of service for all Genesee & Wyoming companies
• Maintain assigned applications and systems in a manner consistent with vendor best practices
• Maintain the status of service requests in the company’s help-desk tracking system
• Maintain IT asset inventory and software licensing compliance
• Facilitate auditor requests including the delivery of required documentation
• Provide support for critical business needs outside of normal business hours via cell-phone notification and communication
• High level of analytical problem-solving abilities
• Exceptional help desk and customer service skills
• Project management & team facilitation skills
• Ability to work independently and with minimal supervision
• A willingness to travel and provide remote site support
• Education Required or Equivalent Experience: Associate's Degree - Information Technology; or 2 years related experience and/or training; or equivalent combination of education and experience
• Education Preferred: Bachelor's Degree
• Related Experience Required: 2 years related experience
• Related Experience Preferred: 4 years related experience
• Must have a valid driver’s license
• Experience with providing technical support in a corporate environment
• Strong organization skills and an ability to follow issues/tasks to completion
• Passion for providing great customer service
• A massive amount of curiosity and desire to figure out how things work
• Experience supporting Citrix Virtual Desktops
• Technical Certifications (A+, Network+, Security+, CCNA, etc)

Lead IT Support Analyst Resume Examples & Samples

• AA / AS degree or equivalent work experience
• Three (3) years’ experience in a team lead role
• Experience with iSupport Enterprise Incident Management system or similar incident & request tracking system
• Advanced computer, telecommunications, networking and remote access experience
• Good planning, organization, and time management skills
• Must have good leadership skills in order to direct team members
• Ensuring that all end user issues and new service requests are resolved to ITIL frameworks
• Assisting with hardware and software installations
• Supporting system enhancement initiatives, testing and implementation
• Working to SLA and KPI targets including management of calls to closure and escalation of calls to Technical Engineers
• Supporting Microsoft products
• LAN and WAN networking and web based systems
• User access control though Group Policy
• Client side software such as Sophos Protection Suite
• Client management using Active Directory, remote access tools and Cisco IP Telephony
• Troubleshooting issues with peripherals and mobile devices
• Working under pressure whilst maintaining a calm approach
• Working in a team and on own initiative
• Providing an enthusiastic, helpful and approachable service
• Answer phones politely and speak clearly and confidently at all times
• Politely handle customers at all times
• Log all service desk interactions
• Follow standard help desk procedures
• Track and route break-fix incidents and requests and document resolutions
• Respond to requests for technical assistance via phone and electronically
• Document, track and monitor incidents to ensure a timely resolution
• Research technical problems and consult with appropriate technical or service personnel for follow-up
• Inform management of recurring problems
• Working towards a Bachelor’s degree, preferably in Business, Computer Science, or Management Information Systems (MIS)
• Working knowledge of troubleshooting and providing help desk support
• Understanding of software installation techniques
• Client hardware knowledge and diagnostic skills
• Understanding in administering O365 portal
• Knowledge of MS Windows operating systems, MS Office Suite, and MS Exchange technology
• Knowledge of DNS, DHCP and strong TCP/IP skills including WAN/LAN connectivity skills
• Knowledge of Active Directory and Terminal Services
• Knowledge of general printer support
• Minimum 2 years of experience in a support desk position

IT & Support Analyst Resume Examples & Samples

• 1 Project Compliance
• Facilitate project governance artifact management Conduct project phase-gate audits to ensure project artifact compliance Support project financial reconciliations and project closeouts Assist Finance in management of useful life and depreciation reporting of assets Communicate status through use of SharePoint dashboards/executive reports
• 2 Operational Metrics
• Coordination with various IT functional areas to develop and track key operational metrics Provide reports on metrics to IT management Enforce compliance to data delivery Communicate status through use of SharePoint dashboards/executive reports
• 3 Project methodology
• Support the management and governance of the Software Development Lifecycle (SDLC) methodology and artifacts SharePoint Administrator for the SDLC site which will require updating and versioning Provide training and support for onboarding resources Responsible for Capital Request (CR) template 4 Clarity Support/ Financial transactions
• Perform transaction entries and financial audits for all required monthly charges allocated to capital projects as well as all transactions associated to a Purchase Orders Audit and execute requests around PO requisitions and receiving Assist in invoice receiving; reconcile items that are on hold with the respective owners First line of support for operational issues related to Clarity, SharePoint and Integrify
• Bachelor’s degree required in Business or Finance or related field
• 2-4 years’ experience
• Auditing experience a plus
• Must be highly proficient in Excel, Word, PowerPoint
• Proficient with MS Office products (especially Excel/VBA/Macros/Formulas, PowerPoint, Word and Visio. SharePoint and MS Project a plus)
• Self-starter, desire to learn and contribute
• Must have the ability to prioritize in a high-pressure environment
• Resourceful with excellent organizational skills and extremely detail-oriented
• Excellent interpersonal, verbal, written and communication skills
• Strong time management skills, ability to work independently and within deadlines
• Strong work ethic and attention to detail
• Demonstrated ability to organize, process and analyze a large volume of information in a timely manner
• Install, reinstall and replace PC’s, tablets, phones, scanners, printers, software
• Assist in movement of PC’s and other IT equipment, within the limits set by the SLA. Disconnect and (re-)connect equipment
• Maintain inventory of hardware and software, and monitor software legality
• Address 2nd level problems and requests with regard to PC hardware and desktop application software
• Support mobile and stationary telephony, including optimization of contracts with providers, search of new services, purchase and distribution of equipment, connection of services, work with invoices
• Remote users’ support via telephone and remote desktop software
• Control users’ compliance with information security policies, report on information security breaches to Regional IS Manager. Participate in information security audits
• Ensure equipment and consumables purchase, registration and distribution among users
• Interact with suppliers within area of responsibility, control execution of agreements between SCA and suppliers. Make suggestions on optimization of work with providers, participate in tenders if needed
• Develop instructions for users and other documents and provide trainings for users in own area of responsibility on line manger’s request
• Timely create, block and delete PC systems user accounts
• Contribute to IT information on intranet with regard to the specific site. Maintain, or contribute to, FAQ’s and knowledge base on intranet
• Where agreed with Line manager, acts as interface between 3rd level support and local users for all IT issues, passing on problems and requests to the Global 3rd level support teams
• Actively contribute to the development of the RIS organization and SCA-IT Services, and participate in teamwork; suggest improvements; offer exchange of experience and knowledge
• Perform Service Desk analyst
• Perform tasks of IT infrastructure support specialist
• Comply with local regulatory acts issued by SCA
• Act as a single point of contact for all phone calls and emails from the users for all IT related incidents from in-house software to hardware and log them in the Service Delivery tool
• Troubleshoot basic network issues such as ADSL broadband issues, Wireless, etc
• Perform new hardware and software implementations
• Provide necessary IT assistance for the new hire onboarding process
• Maintaining an asset database and track changes
• Deliver IT Project Support (e.g. desk move, server room equipment installations, office move, etc.)
• Ensure all user information is correct and up to date in the IT systems
• Provide status updates to the user community and North American IT team when required
• Perform Active Directory tasks such as creating user accounts, resetting passwords & creating groups
• Supporting remote employees and employees working from home through VPN technology (UAG)
• Provide 2nd line PC support ensuring they are dealt with in a timely and effective manner in accordance to SLA's
• Routine IT operational tasks
• Utilisation of new technologies to improve process efficiency
• Development of bespoke systems to meet the needs of the department including Word, Excel, Access , VB.NET and ASP.NET
• Production of various reports using SQL and MS-Query
• Educated to A-Level or degree standard
• 1-2 years’ experience preferred but not essential
• Broad knowledge of/experience in end user computing and PC based applications
• Knowledge of some/all of the following
• Windows 7/10
• MS Office 2013
• Visual Basic for Applications
• Visual Basic .NET
• SQL (Structured Query Language)

IT Support Analyst Intern Resume Examples & Samples

• Research, document, and resolve data and/or investment system issues
• Assist the team with investment system user questions
• Review new system functionality
• Assist with information gathering for projects or current initiatives
• Participate in testing of information processed through software applications as well as new releases
• Accurately set up and maintain records such as portfolios, bank accounts, and general ledger information
• Gather and report team metrics
• A general understanding of fixed income securities is a plus
• Monitor and respond to events and alerts effecting mission critical computing environment using multi types of monitoring tools including HP Open View and SCOM
• Resolve issues at first point of contact using multi platform skills including UNIX, Linux, and Windows Operating System. Must know UNIX command line and VI editor
• Able to provide Event Management (SEV1) support during crisis situation, set priorities, divide/share the load
• Support batch processes running in UNIX, Linux, and Windows environment
• Support backup jobs, load unload tape drives, restore files, monitor, track and restart backup jobs using netbackup tools
• Support account management including Create, Terminate and Permission type of requests using multi platform systems
• Participate in hardware installation and configuration projects as required, including working in high availability Data Center environment and inside clean room (Fab) environment
• Track problems, changes, and service requests until resolution, utilizing online problem management systems like Remedy and Service-now
• Good customer support experience, communication skills both written and verbal, and teamwork experience
• Able to follow documented Policy and procedures accurately and in timely manner (motivated, take initiative, and being proactive)
• One to two years related experience and/or training
• 1 to 2 years in an IT Help Desk or related IT field
• Knowledge of Windows Operating Systems, and productivity application support, deployment, security updates and troubleshooting
• Knowledge of Exchange, Windows NT, Windows XP, Windows 7 TCP/IP
• Must have strong PC skills
• Mobile Device and VOIP skills a plus but not required
• Troubleshooting skills / ability to think outside the box
• Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization
• Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations
• Provide 1st / 2nd line IT support for all users in the UK office in a friendly and professional manner via telephone, email or face to face
• Log and manage IT requests/issues on the eOne Helpdesk and ensure successful resolution or escalate where necessary
• Help configure and roll out new or replacement hardware such as PCs, Laptops and Mobile Devices
• Setup new starter network/emails accounts and hardware in accordance with tasks generated on the eOne Helpdesk
• Install and upgrade desktop software such as Windows, Microsoft Office, Microsoft Dynamics NAV, IBM Cognos TM1 and MACCS
• Help move and setup IT hardware ranging from desks moves, to installing switches and servers in UK comms and patch rooms
• Anticipating potential problems and ensuring that they are fixed before they become an issue
• Create & maintain internal support documentation
• Assist with local and global projects/initiatives
• Responsible for all IT service desk calls – logging all problems, generating reports, providing solutions including assigning problems to other I.T. members or external support providers. Two way communication with users on service desk calls
• Ensure systems and processes are in place to manage calls with appropriate escalation processes
• Procurement, installation and maintenance of IT equipment including laptops, desktops, printers and other IT peripherals
• Manage, maintain and report on backups across the business
• Effective communication with users to ensure full details are gathered on the nature of any helpdesk calls raised to ensure that appropriate resources are assigned to it
• Log calls with third parties and consultants and follow up to ensure resolution takes place
• Follow up calls with other IT members and report back to users
• All calls are dealt with promptly and effectively in order to achieve maximum ‘recovery&#8217
• Act as technical advisor to users
• Ensure prompt and regular feedback to line manager; team, user, markets’ issues or opportunities
• Actively seek continuous improvement alongside generating and maintaining documentation & flowcharts of IT support processes
• Providing IT inductions for new associates
• Provide technical backup and assistance to the senior technical team for back end architecture
• Play a key role in IT projects and be the regional lead on global projects where appropriate
• Management of telephone calls and written communications are prompt and professional at all times
• All critical communications with users are recorded and reported as appropriate
• Ensure positive relationships and effective Customer Service
• Pro-active communication to users
• Ensure communication within team and the wider business is effective, relevant and timely; managed with appropriate courtesy
• Proficient in Microsoft Windows, Microsoft Office Suite
• Basic Networking skills required
• Active Directory user setup and basic MS Server skills required
• Microsoft Skype for Business, Adobe Creative Suite, Microsoft Sharepoint, Apple Mac experience all an advantage
• Excellent problem solving and prioritising skills
• Planning and organising, time management
• Continuous improvement minded
• Conscientious, attention to detail
• Knowledge of ITIL an advantage
• Willingness and desire to expand current skillset in a fast-paced work environment
• Able to travel - UK & International
• Experience with Clustering – build, troubleshoot and support
• Working knowledge with storage (ability to connect MS Windows Servers to SAN storage and troubleshoot)
• Practical hands on experience - troubleshooting MS Windows, hardware issues and application issues
• · Demonstrated experience with applying CPUs and Patch Sets
• Working knowledge with storage subsystems
• Clear understanding of ITIL framework
• Solid understanding of access fundamentals
• Enterprise environment experience - working on large-scale projects
• Project-based work and support-related experience
• Management of 100+ servers
• · Must be able to effectively represent the Windows team on escalated incident management calls from operations
• Provide management escalation for support calls including on-call afterhours support
• Ability to maintain a positive attitude while working with high demands and tight deadlines
• Highly organized and possessing strong analytical skills
• Highly adaptable with ability to work in a fast paced demanding environment
• Must be team-oriented with ability to work well with multiple teams in a cross-functional setup
• Self-motivated, with strong sense of ownership and urgency to deliver projects/tasks in a timely fashion
• Financial Services IT experience
• Broad experience with IP networking concepts - routers, firewalls, etc
• Demonstrated experience in server install, troubleshoot, and decommission in an enterprise class datacentre
• Windows 10 and 8.1
• Microsoft Office 365, 2016 and 2013
• Windows Server 2012 R2
• Skype for Business 2015
• PC and peripheral hardware & fault finding
• Ethernet networking
• Strong experience providing technical support for Fixed Income Cash, Interest Rate, Credit Desks within an Investment Bank
• Strong experience working with both projects team & business users
• Familiarity with eTrading application such as TradeWeb, CanDeal and Market Axces
• Understanding and prior experience of full end to end cycle for quoting, trading, electronic trade confirmations, settlement, P&L valuations
• Be a point person for the group of applications supported
• Develop and maintain excellent working relationships with front office, Operations & Finance, Treasury Credit, Risk Management, TDS Technology, ITS, and Vendors
• Assume an “ownership” role for production issues
• Ensure timely notifications of possible issues/problems to management and provide options and recommendations for prompt resolution
• Be responsible for opening an incident ticket in Service Desk for each incident and ensuring that the all data is filled correctly and is closed in a timely manner
• Assist with reviewing Incident Tickets to ensure completeness
• Be on the pager rotation as required
• Participate in DRP activities for various applications
• Work with the IT Manager in standardizing the support activities within the group as required
• Follow change control procedures all changes, and ensure that all Change Requests are accurate and properly filled out
• Be responsible for any maintenance activities, upgrades, and releases assigned
• Take lead on / assist Manager with Post Incident reviews as required
• Must have applications knowledge such as ION-WINFITS, ANVIL, Bloomberg and any other trading applications
• Ability to independently and effectively troubleshoot client applications issues of moderate to high complexity
• Support a work environment that promotes customer service, quality, innovation and teamwork and ensure timely communication of issues / points of interest
• Participate in knowledge transfer within the team, and business units
• May coach, lead and/or develop others
• Testing Experience required fixing bugs and small enhancements
• Strength in developing scripts using appropriate tools to address gaps in the application and system (to simplify and enhance the application/system environment)
• Background check / drug screen; Must be able to qualify for a Department of Energy Q Level Security Clearance
• Candidates local to Oak Ridge / neither per diem nor relocation offered
• Coordinate installation, maintenance and support schedules between Vendors/Suppliers who provide information technology services
• Provide off-hours support as required
• Review Backup logs to ensure core systems are performing properly
• Perform Cyber Security prevention and response related tasks as directed
• Minimum of a Bachelor's degree in Computer Science, Information Technology or other related field
• 2 - 5 five years of hands-on experience working in an end-user desktop support role or computer operations environment required. An equivalent combination of education and/or experience in may substitute for education on a year for year basis
• The ability to qualify for a Department of Energy Q Level Security Clearance
• Experience and comfort working in a fast-paced and challenging environment
• Candidate should exhibit the passion and commitment to provide the highest level of professionalism to the organization
• Strong Windows Systems Administrations skills with Windows Server 2008 R2 through Windows Server 2012
• Experienced Troubleshooting and Operational Skills with Windows Microsoft Windows 7, Windows 8, Windows 10
• Experienced Troubleshooting and Operational Skills with Windows Microsoft Office 2010 to 2013
• Experience with Remote Desktop support
• Entry Level Knowledge of TCP/IP, DNS and DHCP
• Remote support for smartphones and tablets
• Enjoys working in a collaborative team environment
• Ability to perform multiple tasks concurrently and respond to emergency situations effectively

IT Support Analyst, Associate Resume Examples & Samples

• Minimum 2 years help-desk support experience with computer hardware, software, and networks preferred
• Associates, technical or bachelors degree in IT related field preferred
• Excellent communication skills and good customer service orientation required
• Complete ITCS New Hire Training, HDI Customer Service Training and Ticketing/Email Training
• Excellent UNIX experience
• Experience with SQL/Oracle
• Knowledge of Unix, Oracle, SQL and SAS is required
• Experience with TD System Development Lifecycle (SDLC) and Project Management Lifecycle (PMLC) would also be an asset

Radiology IT Support Analyst Resume Examples & Samples

• Responds promptly to Radiology IT Help Desk calls
• Assists users, including radiologists and technologists, with any necessary troubleshooting of PACS and/or Medical Imaging IT application issues associated with daily operations in Radiology
• Provides users access to systems
• Monitors systems and critical interface queues
• Works directly with vendor support to resolve technical issues as needed
• Escalates system issues and high priority problems to Manager or 2nd tier support
• Troubleshoots / repairs network connectivity problems and provides network connectivity support for new imaging equipment installs or equipment relocations
• Supports the Radiologist Clinical Workstation [RCW] PACS Workstation used for the diagnostic interpretation and report generation of all BWH, BWFH and DFCI Radiology Imaging
• Supports the Speech Recognition system used for Radiology report generation
• Responsible for the technical support of image delivery and distribution for “Nightwatch” teleradiology services provided by Brigham Radiology
• Responsible for support of hardware and applications used by Brigham Radiology employees working off-site (Radiologists, Schedulers & Transcriptionists)
• Assists vendors with new Modality integrations and connections to PACS Participates in both regular daytime and after hours “on-call” rotation
• Given the complexity of imaging applications, a radiologic technologist or related experience a plus
• Knowledge of clinical IS systems
• Project management skills a plus
• Effective communication skills with clinical and administrative staff
• Ability to work with professional staff at all levels
• Proven ability to work well with others both in a support capacity and in a team
• Provide a considerate, professional, and accessible point of contact for IT services
• Respond to incoming support requests via e-mail and phone calls in a timely manner
• Provide computer hardware, software, and application support for all departments and associated offices
• Research and troubleshoot problems using available tools such as a knowledge base and remote control
• Manage, update, and maintain the service-desk problem tracking, inventory, client, and knowledge databases
• Maintain a high level of detailed documentation
• Respond, as needed, to network, server, and communications problems 8. Diagnose and resolve complex printing problems
• Work as a third party liaison to service providers to provide installation, maintenance, and warranty services
• Identify appropriate second-level resources and assign work-order tickets as needed
• Maintain an up-to-date level of expertise
• Resolve all assigned work-order tickets in a timely manner
• Work to maintain and exceed Service Level Agreements
• Associates degree in Network Systems, Information Technology, or related field Internship experience
• An A+ Certification and/or Network+ Certification
• Experience with direct customer support in a technical environment preferred
• Help Desk Analyst Certification or equivalent experience desired
• Internship experience in related field preferred
• Proven ability to resolve problems efficiently and effectively, recognizing customers competence levels, and interacting with customers competently and courteously while exhibiting an appropriate sense of urgency
• Work effectively within a team-oriented customer support culture
• Knowledge of Microsoft Office application software and Windows desktop operating systems
• Knowledge of basic networking fundamentals, PC hardware, and peripheral devices
• Excellent interpersonal, written, and oral communication skills
• Proven ability to balance, prioritize, and organize multiple tasks
• You have a solid understanding of the PC world, including Microsoft products
• You have experiences and interest in performing administrative tasks
• Fluent English and Danish skills are essential
• As a person, you are service-oriented with a sense for responsibility
• You have no problem with working in a fast-paced environment, where you need to multitask
• Participates in the development and implementation of business software for the enterprise including coding, testing, documentation, and implementation
• Provides Level 1 Help Desk support for all applications and systems within negotiated Service Level Agreements (SLAs)
• Attempts to troubleshoot and resolve all incidents reported to the Help Desk
• Conducts first level support using documented procedures and available system tools
• Administers id’s, passwords and security rights for all internally developed web-based systems
• Documents processes and procedures as required
• Interprets, evaluates, resolves and tests client inquiries or issues pertaining to the functional operation of application hardware and software
• Analyzes simple to complex requests, inquiries and issues to determine the appropriate technical area or vendor to resolve problem
• Alerts clients and team members in a timely manner when a major problem is suspected
• Documents and tracks status of client inquiries/incidents and coordinates appropriate response and follows up to ensure client satisfaction
• Translates technical details into business relevant language
• Strong communication and interpersonal skills with technical and non-technical clients
• Experience in email and user administration. Knowledge of batch processing and transmissions management
• Strong oral and written communication skills to include using e-mail, chat and telephone conversations
• Proven technical aptitude to include strong troubleshooting skills
• Detail oriented with good problem solving skills
• Demonstrates and exhibits initiative and is assertive when necessary
• Understanding of Active Directory, security groups and best practices
• Ability to quickly learn complex systems
• Working level understanding the design and development according to standards
• In depth understanding of problem, incident, change management, deployment and release principles and best practices. TD specific knowledge and experience considered a significant benefit in this area
• In depth knowledge of technical environments and tools
• Experience with at least one programming language typically used in production data platforms, like Scala and Java
• DB2, Oracle, MS SQL
• GIT (Code management), STASH (Repository), JIRA (Planning/Tracking) and JENKINS (Continuous Integration)
• Strong customer orientation and a professional approach with the ability to interact with our business and project partners
• Thrive in a highly collaborative environment where agility is paramount
• Be proactive with your technical training and stay up-to-date in such ways like participating in local meetups, blogging or contributions to OSS

IT Support Analyst Iv-data Information Systems Resume Examples & Samples

• 2-5 years relevant experience
• Strong verbal and written communication skills are essential
• 3-5 years of experience in IT support & services function
• Software experience: Window 7-10, MS Office, SCCM, Active Directory, etc
• Experience with Cisco Call Manager Express and/or Arcana
• Ability to build and maintain business partnerships
• Strong communications (verbal and written) and presentation skills
• Bachelor's degree in IT or equivalent certification preferred
• 1+ year of technical help desk supportexperience
• Ability to travel 20% of your time (Chicago, Irvine and Seattle as needed)
• Hands-on technical help desk support experience to include
• Imaging / Application Deployments
• A desire to help people and provide extraordinary customer service
• Monitor Infrastructure and Operations Request Queue
• Provide 1st Level Technical Support
• Prioritize Incidents and Requests
• Assign Tickets to other team members that requires 2nd Level Technical Support
• Provide 2nd Level Technical Support when not managing the queue
• Windows and Mac OS , Office for Windows and Mac
• PC and Mac Hardware support
• Maintain Desktop and Laptop Imaging Process
• Image and Deploy new hardware
• Employee provisioning and de-provisioning
• Audio Visual Equipment Support, Conference Room and Event Support (Gaming Consoles, Plasmas, Gaming PCs, Life-size 220 Conferencing System, Skype for Business Integration)
• Printer Support
• Execute IT side of employee moves
• Asset Management: Maintain accurate records of PC and laptop serial numbers and base configuration in ServiceNow
• Contribute to the development & implementation of Infrastructure and Operations systems & processes
• Contribute to the creation and ongoing review of departmental reference documents and I&O intranet
• Recommend new technology and process improvements to other IT-Team members as required to improve operational efficiency
• Assist with onsite/offsite support for Ubisoft events (must be willing to work outside of normal business hours including weekends)
• Active Directory Object Administration
• Skype for Business integrated VOIP Telephony Support
• 4 years minimum related experience required
• Advanced knowledge of Microsoft applications required
• Install, deploy, and upgrade to Windows 10, including ensuring hardware and software compatibility
• Configure pre-installation and post-installation system settings, Windows security features,
• Maintain systems, including monitoring for and resolving performance and reliability issues

IT Support Analyst / Help Desk Resume Examples & Samples

• Logs all incidents reported via telephone, email or voicemail
• Administers ids, passwords and security rights for all internally developed web-based systems
• Ability to actively collaborate with vendors and other support teams for problem resolution
• Ability to analyze information and use logic and process to address work-related issues and problems
• Maintain and secure sensitive/confidential information
• Working knowledge of HIPAA privacy and Security rules
• High School Diploma GED required – 2 years AA or +1 year
• Exp - A+, N+, MCP, MCSE certifications preferred but not required
• 1 yrs Desktop/Helpdesk support experience
• 1 yrs experience on hardware issues including PC's, laptops, printers, and blackberries,
• 1 yrs experience setting up and installing Windows XP, Windows 7 and Microsoft Office applications 1yrs VPN experience
• Provide technical support to store personnel
• Respond to telephone calls, email and personnel requests for technical support in a timely manner
• Determine users’ needs and communicate effectively with team members to resolve issues in an efficient matter
• Support all store technology including: staging PCs and registers, installing and reinstalling hardware and software applications and other platforms and devices
• Communicate with vendors to resolve issues and make repairs
• Provide support for POS systems and other issues escalated by the helpdesk team
• Resolve less complex problems immediately, while more complex issues are appropriately identified to a higher level of support
• Document and record problem management information gathering and resolution steps in a consistent and organized manner, using the company’s Helpdesk ticket system, following department Standard Operating Procedures
• Monitor, prioritize and respond to all user requests that come into the ticket tracking system and make sure all requests are escalated correctly
• Manage projects and other work assigned in a timely fashion
• Must have flexible availability including weekends and holidays as per the needs of the stores
• 1-4 years working in a Helpdesk environment
• A+ Certification a plus
• Excellent technical troubleshooting and critical thinking skills
• Proficient with Microsoft Suite products a must, such as Windows Operating Systems, Office, Microsoft Active Directory, Exchange, Microsoft SQL, etc. MAC OSX a plus
• Exposure to POS technology, Xstore POS a plus
• Basic Understanding of SQL Queries and databases
• Proficient with installation of computer hardware and software
• Must be organized and capable of working in a fast paced environment
• High school graduate or have received their GED
• 3+ years of computer experience including Outlook, Microsoft Word, and Excel
• 1+ year of experience providing technical support
• College Degree OR technology certification required (Apple Certified, CompTIA A+, MCSDT, MCITP)
• Proficiency with various computer, software, and network systems
• Experience with trouble ticket management systems is preferred
• Ability to handle multiple priorities concurrently in a fast-paced, high-volume, and team-based environment
• Must have excellent listening, verbal, and writing communication skills
• Capable interpersonal skills with a collaborative team approach
• Develop, expand and maintain the existing Knowledgebase
• Lead the development of Standard Operating Procedures (SOPs), Work Instructions, best practice, industry standards, and Design and formatting for the Knowledgebase
• Collaborate with and coordinate the inputs of Subject Matter Experts, Business units, IT Teams, and manage the delivery of new/revised knowledge artifacts for publishing
• Design and coordinate Knowledge management within the Role of Service Transition and Change management
• Build and Develop Knowledge communication plan to Global Service Desks for publishing releases, changes, etc
• Expand the knowledge of the entire Enterprise Service Delivery Team
• Ensure program deliverables such as SOPs, Plans, and reports are delivered on-time and meet quality standards including leading review and coordination with IT POC’s
• Perform document review, product audits, and process audits
• Ensure Knowledge Article life-cycle processes are adhered to; driving quality, metrics, reporting and continued service improvement across all areas of IT
• Work with all levels of IT and the Business on driving all support related functions/steps into the Knowledge database
• Strong Technical Writing expertise
• Highly proficient in communicating complex concepts and their value in tangible, easily

IT Support Analyst Collaboration Technologies Resume Examples & Samples

• Provide first and second level support for Office 365 tools including SharePoint, Exchange/Outlook, and Skype for Business
• Work closely with other Allegion information technology groups to refine and document current and future state business processes, and to analyze interactions and interdependencies
• 1-year experience administering and developing solutions in SharePoint
• Strong knowledge of Microsoft Office 365 and its capabilities
• .NET, PowerShell or similar scripting language
• Strong collaborative skills and ability to work in a dynamic fast paced environment
• Strong interpersonal relationship building skills
• Excellent communication skills (oral / written), presenting, listening, and informing. Ability to communicate up, down, and across the organization
• Minimal travel
• Tool admin work including timely population of tools, daily health checks, patching and upkeep, responding to incidents and managing recovery, maintaining high availability, etc
• Incident, problem, change and chronic issues management related to the tools and related infrastructure
• Work with teams to effectively secure solutions, to ensure the requirements appropriate documentation is created and change management policies are followed
• Deliver the Network Tools deployment and associated services in a reliable, timely and consistent manner as they are often a key component in large initiatives that have tight timelines, business and technical requirements
• Interact with Lines of Business, Support Groups and Front Line Operations to understand requirements and recommend solutions
• Maintain documentation on Sharepoint
• Deliver upon customer service requests coming into the team
• Maintain all relevant security and other controls relating to the tools
• Scripting/automating tasks and procedures
• Enhance functionality where needed and provide training to peers or other teams as needed
• Work with Vendors when deploying, resolving issues or monthly operational meetings
• Ensure Request/Incident/Change management policies are defined and adhered to
• University, College degree or equivalent experience with Network Tooling
• Minimum 5 years configuring and supporting Network Tools, DNS/DHCP as well as SAN/NAS tools
• DNS/DHCP tool support expertise is a requirement
• SAN/NAS and Data Protection tooling expertise and experience is an asset
• Adequate working experience in underlying Network, SAN, NAS related technologies in order to understand platform tooling requirements
• Experience with assessing operational readiness requirements, HLD, LLD, failover design assessment in a similar role will be a definite plus
• Assists users with issues or requests regarding internal and external web applications, phone systems including phone reporting, video conferencing, mobile devices and others
• Oversees and manages of Cal Water’s internal and external web applications, mobile devices, video conferencing, PBX/VoIP system, and collaboration tools systems
• Works with external vendors to support Cal Water’s internal and external web applications, mobile devices, video conferencing, PBX/VoIP system, and collaboration tools systems
• Works with Business Owners on the requirements needed for systems such as SharePoint, websites, phone system, video conferencing, and mobile devices
• Works with vendors and business owners to propose, design and test solutions selected
• Performs work safely by adhering to Cal Water Safety programs and policies as well as reporting hazards and unsafe conditions
• Occasional travel to the districts to support IT operations
• Performs other duties as assigned in order to fulfill business operational needs and Company objectives
• Attends meetings and training as directed by California Water
• Participates in the Company’s Continuous Improvement program and projects
• Other duties of the same or similar nature
• Associate's degree (A. A.) or equivalent from a two-year college or technical school, or one to two years of related experience and/or training, or equivalent combination of education and experience
• Ability to research and present different solutions to fulfill the requirements requested by Business Owners
• Self-motivated with the ability to work independently or as part of a team
• Attention to detail and strong organizational/time-management skills
• Provide courteous professional customer service and possess a positive attitude
• Strong troubleshooting skills with the ability to troubleshoot problems from start to end
• Excellent verbal and written skills to effectively communicate with their supervisor, co-workers, end users and at times, the public through any types of communication such as in-person, phone, email or ticketing system
• Ability to effectively present information and respond to questions from groups of managers and coworkers

IT Support Analyst Level Resume Examples & Samples

• Participate in on call after-hours and weekend support as needed
• Maintain accurate and up to date notes in all tickets
• Coordinate and support all desktop add/moves in the contact center
• Participate in and support capacity planning and the development of long-term strategic goals for systems and software in conjunction with end-users and department managers
• Coordinate with network engineering, business application, and database administration functions to implement desktop and server systems that utilize industry best practices to meet corporate objectives
• Providing support service for effective server, desktop and phone operations including setting up users and group accounts
• Maintaining server backup processes and server security and providing assistance and backup for server administrator as well as performing routine system backups and restores
• Maintain proper documentation of all network systems and changes
• Support application development teams throughout project lifecycles
• Participate in negotiations with vendors, outsourcers, and contractors to secure software products and services
• Provide backup to co-workers as required
• College diploma or university degree in the field of computer science and/or 5 years equivalent work experience
• Ongoing attainment of industry standard certifications in client, and network-related areas
• Knowledge of computer operations acquired through several years of direct experience or the equivalent
• Hands-on software and hardware troubleshooting experience
• Skill in analyzing and interpreting operational reports
• Ability to establish and maintain an effective working relationship with clients and other technical staff. Ability to present ideas and solutions in user-friendly language
• Demonstrate knowledge about common applications software and LAN protocols
• Able to train clients in one-on-one sessions and assist them in resolving operational problems

IT Support Analyst MFT Resume Examples & Samples

• Implementation, modification and deletion of file transfers in all environments according to the information provided in the corresponding MFT (Managed File Transfer) Service Request and the "Best Practice" standard templates
• Check up on the information provided in the MFT Service Request; correction of wrong information found in it and returning of invalid MFT Service Request s to the requester
• Collaboration and participation in projects
• Operating system family: z/OS, UNIX, Microsoft Windows
• Mainframe in general
• Networking & file transfer
• Take full accountability for customer enquiries and either respond personally or escalate to appropriate team and ensure that a response is provided and given to the customer in a timely manner
• Ensure, where appropriate, information gained from handling supports queries is promoted to our knowledge base and communicated to interested parties
• Update knowledge base with known issues, tips and workarounds as required
• A good team player with the ability to work on own initiative
• Good basic software skills
• Team player and able to engage with internal stakeholders
• XML /coding experience
• Knowledge of Tax and/or Accounting software
• Interprets problems and provides Tier 2 technical support for IT systems, client hardware and client software
• Supports objectives and metrics for the Global IT Support Services organization focusing on On-Time Delivery to Service Level Agreement (SLA) and customer satisfaction rating
• Supports IT standardization and continuous process improvement efforts through daily activities, lean initiatives, and participation on IT Project teams
• Participates in after hours and weekend support rotation
• Configures, installs, and maintains client hardware and software
• Contributes to IT customer self-help knowledge base, department knowledge base, and IT documentation
• Ensures customer satisfaction through problem resolution and follow-up
• Provides queue management, service requests assignment, and level loading activities for problem management system
• Reviews service requests and gathers additional information before assignment to support staff
• Maintains and posts IT issues affecting multiple users on IT Service Request site
• Follows and assists with maintaining established asset management procedures to support standard hardware lifecycle refresh and desktop software copyright compliance
• Assists with analyzing and testing new technology for potential enterprise adoption
• Assists with establishing goals, objectives, and metrics for the IT Support Services organization
• Assists with defining customer support processes and procedures defining general operations, problem management and problem escalation
• Participates in IT Support standardization and continuous process improvement efforts through daily activities, and standard work
• Assists with evaluating, selecting, and purchasing client computer equipment and software
• Provides support for mobile devices including setup and deployment
• Provides advanced support for local, networked, and multi-function printing devices including the creation and administration of print server queues
• Provides account management support such as account creation, termination, and other management activities
• Installs, maintains, administers and troubleshoots client security software and settings
• Ensures client hardware, software, and data are disposed of securely while achieving compliance and environmental goals
• Provides audio and video support for collaboration tools and conference rooms
• Performs miscellaneous duties as required
• Communicates and participates as needed at both a local and enterprise level
• Provides telecom support and administration
• Provides intermediate levels of SharePoint support
• Strong customer focus and customer service orientation
• Advanced knowledge of client operating systems and contemporary office productivity applications
• Advanced knowledge of client hardware, software, and administration
• Advanced Active Directory and account administration
• Advanced diagnostic and advanced problem-solving skills
• Ability to communicate and interact well with others; successful at working across various cultures within the organization
• Manages and works on more than one task at a time; excellent time management skills
• Knowledge of Project Management and Lean methodologies and tools
• Ability to create detailed procedural documentation for use by global team members
• Ability to work efficiently and effectively with little supervision; self-directed
• Ability to work with small parts needed for replacing system components
• Advanced knowledge of common mobile devices and operating systems
• Intermediate knowledge of printing devices, supplies, maintenance, and server queue administration
• 3-5 years experience working with client computer hardware and software preferably in a global environment
• Previous experience in an IT support role
• Experience of NHS systems beneficial
• ITIL knowledge/qualification desirable
• Microsoft qualifications desirable
• Installation and replacing end user IT workplace equipment (pc’s, smartphones, printers, collaboration tools)
• Support managing local servers and networks in collaboration with global IT teams
• Processing and taking ownership of tickets from customers
• Administration of IT assets (hard- and software)
• Training and education of users in relation to IT workplace and collaboration tools
• Contributing to improvement of IT services and knowledge databases
• Supporting local applications (where applicable and in line with global policies)
• Following (internal and external) audit requirements
• Being specialist or expert in one or more relevant IT areas
• Responsible for support customers regionally or globally in their area of expertise
• Mentoring colleagues and/or students in the team
• Establishing good relationships with business users in all levels and within the SCA IT community
• Minimum of Associates Degree
• ITIL Certification preferably
• Two plus (2+) years experience of service desk
• Knowledge of Office, Office 365, and Windows Software and Iphones
• Sense of urgency/stress resistant
• Knowledge sharer
• Support the Desktop environment (500 workstations)
• Solve problems that can arise during everyday operations
• Deployment of workstations and software as well as management of their updates through Microsoft System Center 2012
• Documentation of the procedures related to the Desktop environment
• Work with the Support Team to log, prioritise and resolve support incidents efficiently
• Support AV Meeting Rooms
• Manage IT Loan equipment
• Administer file permissions and print queues
• At least 3 years’ experience working in a Second Line Support Team for a medium-sized company supporting 100 (or more) users
• Experience supporting Windows 7 (or a more recent version)
• Experience with inventory and asset management
• Experience with Active Directory and Exchange Account Administration
• Knowledge of Microsoft System Center 2007 and/or 2012 (SCCM, SCSM)
• Gaming PC hardware experience
• Game Console experience
• Excellent customer service skills, team player, dynamic, motivated, responsible and punctual with an entrepreneurial spirit
• Provide high-level administration to ensure hardware and support to executives, economists, and senior research staff to ensure software and application availability
• Demonstrate specialized skills in providing highly complex business unit specific services and solutions
• Update management and communicate potential issues timely and effectively
• Resolve complex automation support problems by providing timely and accurate problem resolution to maintain productivity and business continuity
• Provide research and guidance on automation choices, direction and purchases to stakeholders
• Lead or participate in department or Bank process improvement projects by performing research, introducing new technologies, and upgrading existing manual or automated business processes to increase productivity and allow business continuity
• Understand the business operations of the Bank and System and act as a liaison to business stakeholders and System IT partners to provide technical assistance and ensure the delivery of business value automated solutions
• Collaborate with Information Security partners and coordinate risk management of automation devices and deployment of security efforts to mitigate risk
• Ensures ITS and the Bank`s compliance requirements are met including SAFR and information security access management
• Continuous development and learning to keep abreast of new technologies, techniques, and methodologies
• Some shift flexibility is required; ability to work occasional weekends and/or off hours / early mornings as necessary to meet clients’ needs
• Adheres to the Bank`s attendance policies through regular and prompt attendance
• Knowledge of regulations, procedures and practices of a specific discipline, such as project management, continuous improvement, or ITIL
• Strong customer service and communications skills
• Skill in operating business machines
• Ability to work independently while providing desk-side technical support
• Experience with remote software distribution using SCCM and IBM Tivoli Endpoint Manager (BigFix) and prepare SCCM distribution collections
• Extremely strong teamwork ethic and customer focus
• Ability to recognize and solve IT problems, prioritize, respond and/or escalate
• Expert knowledge and experience with current and legacy Microsoft Windows, Apple Macintosh, and mobile-based hardware and software systems
• Experience with enterprise end-user and mobile management tools (Microsoft AD and SCCM, IBM Tivoli Endpoint Manager/BigFix, Airwatch, Good Mobile Enterprise, etc.)
• Keep abreast of technological trends
• Knowledge of regulations, procedures and practices of a specific discipline such as project management, continuous improvement, or ITIL
• Strong communications and organizational skills
• Self-control/ Professional demeanor
• Ownership / Responsibility
• Ability to present ideas in a clear and concise manner to individuals at all levels
• Skill in operating business machines and managing their supporting infrastructure
• Specialized technical skills and complex software tools; experience supporting tools like SAS, Mat, R, and Lab is desirable
• Utilize programming languages (Powershell, VBScript) or automation technologies. Writes scripts, packages, and queries
• Experience with virtual desktops(VMware)
• Troubleshoot and analyze hardware and software workstation problems to include a variety of peripherals and associated software for the HSPD-12 enrollment process
• Collaborating with team to escalate in-depth application, networking and database support
• Self-motivated and ready to take ownership of, and provide resolution for, end-user issues
• Able to adhere to all policy and security controls to include the Federal Information Processing Standard Publication 201(FIPS-201)
• Providing user support for ESSO Single Sign-On, VPN, McAfee encryption and main frame applications
• Three (3) years of IT client/server system experience plus an Bachelors Degree in Information Systems Management, Computer Science, or related field (or four (4) years of additional experience) for a total of 7 years
• Experience with remote access tools such as Microsoft SMS, Remote Assistance, Remote Desktop, Bomgar, and Skype
• Experience with resolving complex hardware and software problems
• Knowledge of federally published standards relating to PIV/HSPD-12 (e.g. FIPS-201, the NIST SP800 series)

Regional IT Support Analyst Resume Examples & Samples

• 5-7 Years Information Systems Experience
• Technical Proficiency - Good level knowledge and experience with LAN, WAN, and wireless technologies, laptop, desktop and server hardware and OSes, VDI and Virtual machines. Hands on experience or working knowledge of the following security functions: antivirus software/platforms, URL filtering, malware detection/blocking/removal, installation and rollout of computer images/patches/updates, Microsoft Office 2013 and O365, Citrix, Microsoft, Windows 7 and 10. SAP experience a bonus
• Experience of working with Windows 7, Windows 10 and client migrations. Office 2013, O365 and migrations
• Imaging of workstations, disk encryption
• VoIP phones, iPhones and iPads
• Printers and “follow me” printing
• WebEx and TelePresence experience preferred
• Information Security knowledge (CompTIA Security+ a bonus)
• Analytical Abilities - Advanced problem-solving skills including working collaboratively with peer technical teams to analyze & resolve technical issues and being able to explain the issues in easy to understand language
• Business Knowledge - Advanced understanding of how supported technologies are used in the business operations; ability to utilize this knowledge in resolving complex issues
• Communication skills - Strong verbal & written communication skills. Communications are complete & understandable to target audience; demonstrates effective listening skills; regularly handles difficult customers or situations effectively requiring sensitivity and diplomacy
• Administration - Handles a wide range of administrative tasks effectively while managing an overall task workload that may include technical activities. Documents new/updates existing procedures and controls
• Windows migration assistance
• Data Protection & privacy awareness
• 5-7 years relevant experience in Java, Remedy, Linux, Windows, JBOSS and sql server/oracle database
• Ability to understand and support CODS applications
• Adeptness at developing, configuring, upgrading, and administering business applications, in co-ordination with appropriate stakeholders
• Ability to work independently in a senior/lead role on a diverse range of tasks and may be relied upon to coach/ educate others
• Strong subject matter expertise, as you prepare to provide clients, team, and/or project team with technical guidance and assist with highly complex troubleshooting/problem resolution
• Readiness and motivation (as senior and valued subject matter expert) to address and resolve highly complex and multifaceted development-related issues, often independently
• Provides end-user support and problem resolution as it relates to all IT functions across all Multi-Color Business Units. This includes hardware, software, and network support
• Monitors the progress of requests for support and ensures that end-users are kept informed of status
• Maintains the Organization’s desktop hardware and software to the required standards
• Ensures all work is carried out and documented in accordance with required standards, procedures and policies
• Manages and performs maintenance to hardware and software under direction of Help Desk Supervisor. Suggest process improvements where applicable
• Proactively identifies infrastructure issues and suggest recommendations for improvement. Acts as an IT technical resource for technology project implementations. Recommends and implements appropriate hardware and software solutions under the direction of the Help Desk Supervisor
• Recommends cost effective hardware and software solutions. Seeks appropriate approval for spending requests above specified guidelines
• Ensures all associates are treated with patience and consideration at all times. Provides expert guidance and acts as a mentor other less experienced associates
• Maintains appropriate vendor support relationships
• Models the Corporate Values and Principles
• Advanced technical ability to manage and support operating systems, applications, and network software
• Ability to select, install, maintain and upgrade all hardware
• Ability to clearly articulate complex technical issues to “non-technical” users
• Ability to present ideas clearly to management in order to gain support and buy-in
• Understand technical issues and terminology
• 3 or more years of experience
• Knowledge of IT Support and Help Desk processes
• Broad knowledge of Computer HW, SW and Networking technologies in a Microsoft Desktop environment
• Self-directed - Ability to identify critical requirements and act accordingly; independently prioritize and manage day-to-day priorities
• Logical - Advanced ability to analyze complex situations and develop solutions to those situations
• Rational, logical, fact-driven decision making
• Read and analyze the most complex documents
• Occasional overtime and weekend work required
• Basic knowledge of several areas of IT
• Basic knowledge relating to the design and development of software
• Demonstrated ability to install software and troubleshoot basic problems with computing devices, peripherals and software. Basic understanding of system performance monitoring and actions that can be taken to improve or correct performance
• Basic understanding of data management operations and database administration
• Basic knowledge of computer security best practices and policies. Ability to put knowledge into practice
• Ability to write technical documentation in a clear and concise manner
• Demonstrated ability to install, update and configure recent version of Microsoft Windows and MacOS, as well as common software packages that run on these operating systems
• Basic knowledge of TCP/IP networking concepts and using them to configure and troubleshoot computers and other networked devices
• Basic knowledge of Audio/Video equipment for projecting and recording multimedia files. Knowledge of codecs and container formats used to store multimedia files
• Demonstrated ability to create and modify basic web pages
• A minimum of 1 or 2 years IT Support experience
• Experience with Windows 7, 10 & Office 365
• Windows server management experience
• Knowledge of network infrastructure
• Has a structured approach to problem solving
• Takes responsibility and is accountable
• The ideal candidate will have strong analytical and customer service skills
• Experience with Cloud deployments, TOSCA blueprints, WebSphere, Jboss, ETL, Oracle, MS SQL, Report creation
• Experience with AGILE or Rapid methodologies
• Working experience using agile tools like Confluence, Jira, Jenkins, BitBucket, and Git
• Provides second and occasionally third level desktop support to all users across the Omnicom global network
• Provides first and second level support to “VVIP” staff of Omnicom and its affiliates
• Performs white glove audio visual (AV) conference room support for client pitches
• Will train and provide technical guidance to first level technicians
• Responds to high priority incidents and takes appropriate action to return users to service
• Will communicate with senior management and provide incident summaries and recommendations for process improvement
• Researches non-standard desktop requests and will provide a technical and cost analysis
• Reports any violations of Security Policy and Systems Standards to management
• Knowledge of BOTH Windows and MAC operating systems in an enterprise environment is required
• Expertise with using and supporting Microsoft Office. Knowledge of the Office 365 toolset is a plus
• Expertise with supporting and replacing desktop hardware components
• Basic troubleshooting ability for Android and iOS mobile devices
• Experience with deploying enterprise software remotely. Experience with enterprise patch and asset management such as Symantec or SCCM is a plus
• Basic understanding of Windows Server (2008 and above) is desired
• Experience with desktop level encryption
• Comfortable working with base desktop images for both PCs and MACs
• Familiarity with Adobe products. Experience supporting the Adobe Creative Cloud platform is a plus
• Ability to troubleshoot basic layer 2 and layer 3 network connectivity issues
• Basic exposure to IT ticketing systems. Service-Now exposure is a plus
• Knowledge of advertising and media businesses, as well as marketplace trends, is a plus

Associate IT Support Analyst Resume Examples & Samples

• Independently troubleshoot computer and peripheral problems
• Provide support to users via phone, e-mail, remote control and on-site
• Complete projects as assigned by the Desktop Support Specialist
• Analyzes failed systems according to established standard operating procedures
• Performs repairs and tests of systems that can be repaired in-house
• Performs preventive and on-demand maintenance on a variety of systems

Senior IT Support Analyst / Problem Manager Resume Examples & Samples

• Proven experience and understanding of complex technical environments and technologies used (able to utilize all tools, expertise and knowledge bases to investigate/resolve problems)
• ITIL accreditation or extensive ITIL experience
• Experience in helping build a problem management practice
• Experience of ITIL service support and delivery processes
• Excellent analytical and trend analysis skills
• A proven ability to generate problem trending reports and presentations
• A high degree of initiative and self-motivation
• Expert organizational and communication skills
• A proven ability to drive ad-hoc and virtual teams to problem resolution
• Proven ability to work effectively with teams
• Must be willing to work 24x7 shifts
• Experience providing day-to-day application/system support
• Applications/systems and tasks are low to moderately complex and performed under management guidance and supervision
• Readiness to participate in resolving client applications/system issues
• Experience participating in and contributing to change control, capacity planning and security
• Strength in performing basic problem determination
• Strong communication skills and can work effectively with vendors to fulfill support requirements
• 3+ years of direct related experience in IT 24x7 supports and understanding of ITIL
• 3+ years of direct experience supporting FileNet, Kofax, HP eXStream on UNIX
• 5+ year's eexperience in UNIX/LINUX Administration support
• 5+ year's experience in UNIX/PERL scripting Prior application development or business systems analysis experience an asset
• Willing and ability to provide knowledge transfer to other team members on the subject matter relating to ECM technologies
• Full use and application of related principles, theories, concepts, and techniques
• Knowledge of Web Services and SOA
• Banking applications is definitely a plus
• Ability to balance multiple priorities and meet deadlines in a fast-paced and changing environment; must be flexible
• Ability to understand business impact, react with urgency and prioritize issues/projects
• Demonstrated ability to work effectively with others, particularly in teams
• Bachelor's degree in Computer Science or related field
• Available for 24 x 7 support, after hour support for 1 week per a month
• Understanding of SSL certificates
• Understanding of network elements such as routers and load balancers
• Participate in Root cause analysis and resolution
• Manage issues in production environments, recommending, coordinating and managing necessary fixes, and upgrades
• Serve as liaison between departments as well as maintaining necessary documentation in the support of various core services
• May assist the development of the software support analysis team members. Other duties as assigned
• 2+ years of direct related experience in IT 24x7 supports and understanding of ITIL
• 2+ years of direct experience supporting FileNet, Kofax, HP eXStream on UNIX
• 2+ year's experience in UNIX/LINUX Administration support
• 1+ year's experience in UNIX/PERL scripting Prior application development or business systems analysis experience an asset
• Provide 24 x 7 support for 110 plus EETS applications
• Excellent desktop support skills with working knowledge of Win7, Win10, Office 2010/2013
• Active Directory - administer user/computer account, group permissions , GPO familiarity
• Knowledge of Microsoft Exchange and Outlook configuration, set-up mail boxes, manage distribution lists. Troubleshoot email delivery issues
• Knowledge of Symantec products, Symantec Endpoint Protection, Altiris for PC imaging, software deployment, asset management, PgP encryption
• Have a good PC/laptop hardware knowledge and troubleshooting skills. Server hardware and OS build/support desirable
• Competent in the supporting mobile devices, Smartphones using Mobile Device Management systems
• Knowledge of structured cabling systems, patching
• Printer support, set-up print servers/print queues
• Antivirus – Knowledge of supporting corporate antivirus technology preferably using Symantec Endpoint Protection
• VMWare – supporting VDI infrastructure
• Purchasing -Managing the IT purchasing workflow, ordering hardware, maintaining stock levels/capacity planning
• Support Ticket Management -Managing IT Support ticket queue, ensuring all tickets are responded too quickly and through to resolution. Adhere to ICE approval processes
• General experience in virtualization – focused on VMWare
• General experience in MS Server environments. Including Active Directory and MS Exchange 2007 or higher
• General experience supporting Cisco based switches, wireless and VoIP
• General experience in CAD Systems a plus
• Excellent organizational skills with the ability to plan ahead and adjust to changing priorities
• Experience in purchasing procedures, quoting and equipment inventory tracking
• Provide first and second level problem analysis, diagnosis, and restoration of service for all IT related issues
• Areas of focus are Application Support, Network Support, Server Support, Desktop Services
• Service Desk Level 1, and Service Desk Level 2
• Utilize various tools, training, testing, experience, and decision-making to resolve problems on multiple platforms with varying degrees of complexity
• When appropriate, escalate problems to the next level of support
• Works closely with all supported clients to ensure problems are understood and addressed with minimal impact
• B.S/B.A. in Computer Science or Information Systems or equivalent formal training or work experience
• Proven work experience in first and second level support of Yardi/Psi applications systems, Network Communications, Software, Monitoring, or Desktop environments
• Has strong familiarity with IT Operations and Essex applications
• Advanced knowledge of Computer/Network systems and related hardware/software. Must have detailed familiarity with standard workstation software and Essex applications used to perform daily duties. Advanced knowledge of network topologies, operating systems, hardware and software configurations. Must have excellent written and verbal skills
• Demonstrates a strong aptitude for logical thinking. Can create new support workflows. Ability within specific technology areas to independently perform basic, second level problem determination, root cause analysis, and solution development and implementation. Ability to analyze and resolve complex problems. Ability to self-identify and self-manage tasks. Ability to work and lead effectively in a fast-paced, team based, customer service oriented environment
• Excellent communication skills with clients, peers, and other support groups. Proficient understanding of internal and external Customer requirements. Advanced understanding of business processes as appropriate. Advanced ability to respond to distressed user concerns with appropriate customer service skills. Desire and aptitude to mentor and train less experienced associates within their specified discipline
• Analyze and resolve complex problems. Identify trends to proactively prevent problems and develop processes to resolve. Self-initiates research and recommends alternative actions for problem resolution. Takes corrective actions to solve problems in a timely manner to achieve recovery with minimum impact to the Customer. Escalates issues where appropriate for resolution
• Full Service desk support to include
• On-site and remote for technical support for all users
• Configure, troubleshoot, deploy and provide hardware and software support for firm laptop and desktop computers, printers, and peripherals
• Ensure optimization and performance of the hardware and local infrastructure
• Support IT request handling using Helpdesk software
• Identity and access management for all existing and new practitioners
• Maintain current inventory records as part of the asset management program
• Participate in planned maintenance activities which occur outside office hours
• Contribute to, produce and maintain processes, procedures, operational and architectural documentation, that meet Deloitte IT Standards
• Assist in training staff in technical processes and procedures
• Be available for handling assigned technical issues even beyond standard office hours (rare)
• Professional Certifications from Microsoft and CISCO
• A first degree in Computer Science with emphasis on Networking and Information Systems although not required would be considered an asset
• A minimum of 1-2 years hands-on experience technology helpdesk and support in a similar sized corporate environment including hardware, infrastructure and software support
• Key exposure to and knowledge of Microsoft and CISCO Networks
• Exposure to all Microsoft Office productivity apps
• 1-2 years Windows Server 2008R2, 2012, 2012 R2 experience required
• Additionally, a working knowledge with the following would be considered an asset
• IT Service Management, Directory Services, Microsoft IIS, DNS, DHCP, Vulnerability management/McAfee ePO, Microsoft Federation Services, MDMs/ActiveSync, Postini/IronPort SPAM Filtering, Practice Management Software (SAP, Microsoft Dynamics, etc.) Microsoft SharePoint, Microsoft SQL Server (2012+), other applications deployed as part of the corporate toolset
• Ability to learn and adapt quickly to new technologies outside of the core subset
• Experience managing enterprise level ticketing software (such as Sysaid) to manage and track incidents would also be considered an asset
• Excellent Oral & written communication skills
• Focus on Customer Services
• Proficiency in English both spoken and written
• Effective time management skills as well as the ability to multitask and prioritise work load
• Accountability and honesty

IT Support Analyst EU Collaboration Technologies Resume Examples & Samples

• Provide global end-user support for Allegion's Office 365 environment (including Exchange, Skype for Business, and SharePoint), as well as other enterprise collaboration applications
• Communicate directly with end-users to troubleshoot and resolve issues in a timely manner
• Provide training on collaboration tools to end-users to drive adoptions
• Support Allegion's video conferencing systems and unified communications platforms
• Meet Allegion's service-level agreements for problem resolution and ticket closure
• Work closely with business leaders to develop innovative collaboration solutions to meet their needs
• Contribute to global IT projects including date migrations and platform implementations as required
• Experience implementing and supporting Office 365 including Exchange, Skype for Business, and SharePoint
• Bachelor degree in Computer Science, Informatics or Information Technology related discipline
• Demonstrate a passion for collaboration technology and a willingness to explore and adopt emerging technologies for practical business purposes
• Minimum of two years’ experience in an Information Technology field
• Experience with video conferencing and unified communications
• Knowledge of enterprise mobility and email security
• Be self-motivated with good time management skills
• Be willing to coordinating efforts with employees at all levels including internal business partners, other technology teams, external suppliers/consultants, service providers, etc
• Work well in teams that may be globally co-located
• Must be able to communicate in written and spoken English. Proficiency in a 2nd European language is a benefit but is not required
• Level 1 Help Desk Support responsibilities for Arup Canada locations: Toronto, Montréal and St. John’s
• Remote support for other Arup locations within the Americas region
• Monitor and respond quickly to tickets received through the Service Desk ticketing system
• Take action on tickets assigned to the appropriate queues and process based on priority
• Modify configurations, utilities, software default settings, etc. for local and remote workstations
• Deploy/maintain/troubleshoot computer hardware and software issues
• Support mobile devices, VOIP phones, and AV conference room equipment
• Maintain SLA for break/fix and work with other support teams for escalation
• Assist in creation and maintenance of documentation for team and client use
• Lead projects and take on special assignments as needed
• Administers id's, passwords and security rights for all internally developed web-based systems
• Provides support for remote users (VPN and other connectivity issues
• Ability to provide a high level of support with a customer first attitude
• Ability to apply a high sense of urgency to all tasks
• Ability to communicate effectively verbally, in writing, and fluently in English
• Ability to provide a high level of problem solving and technical troubleshooting skills
• Ability to provide careful attention to detail. Ability to function effectively under pressure as well as manage multiple initiatives
• Ability to lift 50 lbs. - Light travel may be required
• High School Diploma GED required – 2 years AA or +1-year experience
• A+, N+, MCP, MCSE certifications preferred but not required
• More than 1 year of Desktop/Helpdesk support experience
• 1 year experience on hardware issues including PC's, laptops, printers, and blackberries
• 1 year experience setting up and installing Windows XP, Windows 7 and Microsoft Office applications
• 1 year of VPN experience
• Fix environmental issues
• Manage necessary triage on issues and fixes
• Create user requests, change requests
• Interact with cloud services and other internal teams for user accesses and other deployments
• Manage code deployment using Jenkins
• Monitor mailbox for requests
• Monitor remedy for issues
• Do necessary health check on the environments
• Manage User access requests
• Create change requests for deployments
• Assist with Environments Booking
• Other BAU activities as required
• Minimum 3 years' experience with desktop support
• Solid knowledge and understanding of application systems and computing devices
• Must be proficient in the use of Microsoft applications (Word, Excel, PowerPoint, Access, and Outlook)
• Organization and prioritization skills
• Ability to work well under pressure and deadlines
• Capable of working without day-to-day direction from supervisor, but knows when to solicit input
• Communicates well in non-technical terms to users
• Ability to train, educate, and problem-solve with staff
• Provide exceptional customer service in person, via phone and email
• Respond to requests for technical assistance in person, phone, and/or email in a courteous and professional manner
• Diagnose and resolve technical hardware and software issues – Dell laptops/tablets, iPhones, printers, Microsoft Office suite, Internet Explorer, Chrome, Anti-virus, etc
• Research issues using available information resources – i.e. ability to “Google” for answers
• Log all help desk interactions, filling out detailed information in tickets and document resolutions
• Redirect/escalate problems to appropriate resources
• Shift - 8 am to 5 pm
• At least a 2-year associates degree, preferred
• At least 2 years of fulltime employment
• Ability to communicate clearly and concisely both verbally and in writing
• Experience with laptop/desktop imaging
• Experience with drive encryption (i.e. BitLocker, TrueCrypt, etc.)
• Energetic and positive approach to rapidly evolving changes and challenges of a complex workplace
• Understanding of general business processes
• Ability to work independently and in cooperation with others
• Ability to train/educate users
• Flexibility in assigned working hours
• Group Policy experience, with the ability to troubleshoot issues (at the desktop level)
• Scripting experience – ability to write simple batch files, for task automation
• Experience with mobile device management systems, i.e, AirWatch
• Experience with drive encryption technologies (i.e. BitLocker etc.)
• Experience with Dell Kace 1000 (service desk/patching) and Dell Kace 2000 (imaging) a plus
• Experience with ITIL based ticketing systems (Epicor, iSupport, Remedy, Oracle)
• Ability to write/modify simple SQL queries
• Experience with PowerShell scripting
• Provides resolution for escalated service tickets
• Troubleshoots network performance
• Advanced experience with Microsoft Office suite, Internet Explorer, Chrome, Anti-virus, etc
• Exceptional interpersonal skills with the ability to effectively assist often-frustrated customers in high-pressure situations
• Knowledge of operating systems, applications software and instructional technologies
• Commitment to providing excellent customer service and to serving the technical support needs of a community with a wide-ranging technical skill set
• Strong organizational skills with the ability to set priorities and manage time effectively in an environment with frequent interruptions
• Ability to work independently as well as be an integral member of a multi-person support team
• Strong technical writing and oral communications skills
• Demonstrated ability to perform in a demanding and stressful environment
• Dependability and a proven track record of commitment to IT support excellence
• Demonstrated innovative analytical problem solving skills
• Commitment to diversity and to serving the needs of a diverse community
• Maintains smooth operation of multi-user computer systems, including coordination with network engineers
• Monitors and manages system resources, including CPU usage, disk usage, and response times to maintain operating efficiency
• Performs systems security administration functions, including creating user profiles and accounts, setting up administrator accounts, maintaining system documentation, tuning system performance, installing system wide software and allocating mass storage space
• Knowledge of and experience with Networking infrastructure
• Monitors policies and standards for allocation related to the use of computing resources
• Knowledge of Virtualization and ability to work with VMs
• Experienced at deploying security patches to desktops and servers
• Excellent written and verbal communication skills and client focus a must
• Self-starter who takes initiative to get tasks done
• Ability and willingness to multi-task and work in an often fast-paced environment with deadlines
• Manages time effectively with minimal supervision
• Bachelor's in Information Technology or related field with 3-5 yrs of experience
• Determines and pursues courses of action necessary to obtain desired results
• Knowledge of Virtual Private Network (VPN) Infrastructure
• Experience administering Active Directory Domain
• Experience setting up and imaging desktops
• Knowledge of Linux/Unix/Ubuntu command line administration
• Experience with Windows Server 2008 and higher including Microsoft Powershell Automation
• Knowledge of MS Surface configuration and management strategy
• Experience with Mobile device management (MDM)
• Cisco certification a plus
• Security certification a plus
• *************** No Agencies Please *****************
• 7+ years relevant experience
• Ability to work independently as a senior lead on a diverse range of tasks or operational solutions support,
• Assignments are highly complex and multifaceted
• Ability to monitor, coach, and educate a small team
• Excellent subject matter expertise (in multiple areas) and strong consulting skills for your work with clients, team, and/or project team on all aspects of operational support/solutions
• Interest and drive to gain expertise of system development methodologies, key business initiatives/issues, IT implications for systems/technologies and impact on business solutions
• Suite of Tools would be preferred;
• ITM6.3 IBM Tivoli
• OMNIbus, Netcool infrastructure alerting
• IBM Tivoli Network Monitoring
• System Center Operations Manager 2012
• DynaTrace (Gomez, Synthetic)
• HPSIM, hardware monitoring Tools.​
• Handle chat, phone and walk up support inquiries
• Remotely connect to customers’ devices to troubleshoot and resolve issues
• Accurately maintain Asset Inventory
• Diagnose and resolve a high number of Windows, Mac, or tablet issues daily
• Deploy new devices using our SCCM based infrastructure
• High School Diploma required
• 3 to 5 years of experience in helpdesk, service-desk or support operations in a corporate environment
• Capacity to work in a fast-paced environment
• The IT Support Analyst I Provides technical support to end users including support for hardware, printing, eCenter, Track + applications and all users – employees, clients, providers and contractors
• Provides Level 1 Help Desk support for all HMS applications and systems within negotiated Service Level Agreements (SLAs)
• Provides support for remote users (VPN and other connectivity issues) Documents processes and procedures as required
• Ability to work weekends and overnight hours as needed. Ability to lift 50 lbs. Light travel may be required
• High School Diploma GED required – 2 years AA or +1 year exp A+ , N+, MCP, MCSE certifications preferred but not required
• 1 yrs Desktop/Help desk support experience,
• 1 yrs VPN experience

Level IT Support Analyst Resume Examples & Samples

• Support the ticket incident lifecycle by ensuring swift and efficient resolution to incidents within our Hotel and Corporate Offices
• Working to agreed SLA’s and OLA’s, provide a ‘one-stop shop’ of Level 3 incident resolution of tickets escalated though our Service Desk Tool
• Utilise our Service Desk Tool ensuring incident ticket data is accurate, up to date and available
• Escalating and managing tickets with key hotel systems vendors, ensuring that they deliver resolution within agreed SLAs
• Support the transition of new or changed services, systems or business applications into mainstream support
• Provide technical escalation and advice for the region’s hotel IT Managers, Area IT Managers and Area Technology Managers
• Collaborate with other Global Hospitality Technology teams globally and regionally in the development of best practice programs, documentation and training to support the use of IHG technologies
• Where necessary, provide hotel and office on-site Major Incident support as required
• Support our Regional and Global Infrastructure Services team who monitor trend capacity and availability to facilitate proactive Problem Management, health checks and general availability of our systems is in line with agreed SLA’s
• Providing front line technical support through phone, email, and online chat to students, faculty and staff at The University of Iowa, using the Help Desk call tracking system to effectively track customer requests and problems
• Stay current on all relevant operating systems, applications, technologies and ITS services
• Participate in ongoing projects such as testing and providing feedback for new services, improvement of processes, procedures and rollout of new technologies within the Help Desk
• Rotating monthly 24x7 on-call support is required
• Demonstrate commitment to achieving diversity in the workforce
• Professional support experience (typically 6 months – 1 year) using relevant technology concepts and providing front line technical support
• Demonstrated strong technical knowledge of Microsoft Windows, Microsoft Office 365, mobile technologies, email technologies and applications as well as various Internet technologies
• Demonstrated ability to provide excellent customer service to diverse customer populations
• Excellent troubleshooting skills and the ability to identify root causes
• Demonstrated excellent written and oral communication skills (Working proficiency)
• Excellent interpersonal and teamwork skills, including with technical peers (Working proficiency)
• Experience supporting Apple OS X computers and laptops
• General knowledge of services and technologies provided by ITS and the campus IT organization
• Experience with call tracking systems, such as Remedy, Service Manager, ServiceNow or other related systems
• Experience with knowledge management systems, such as Nova, RightAnswers, Zendesk or other related systems
• Technical knowledge of Microsoft Active Directory
• Technical knowledge of virus and malware-related issues and experience with antivirus and anti-malware products
• High level knowledge of networking concepts and wireless networking technologies
• 3 - 5 years of experience in IT support role within Financial services industry
• Extensive Knowledge in project and program management skills and tools
• In-depth knowledge and understanding of distributed and mainframe environment, and Incident and Problem Management practices
• In-depth knowledge and understanding of Incident and Problem Management practices, skills and tools
• Conducts first level support using documented procedures and available system tools. Coordinates and tracks all system level production down resolution as necessary per documented procedures
• Ability to actively collaborate with vendors and other support teams for problem resolution. Ability to analyze information and use logic and process to address work-related issues and problems
• High School Diploma GED required
• 2 years AA or +1 year exp - A+, N+, MCP, MCSE certifications preferred but not required
• 1 year of experience on hardware issues including PC's, laptops, printers, and blackberries
• More than 1 year of experience setting up and installing Windows XP, Windows 7 and Microsoft Office applications
• 1 year VPN experience
• Provide onsite and remote technical support
• Lead projects or initiatives on behalf of the Support Services team
• Ensure that initial response, ongoing communication and resolution times are within SLAs
• Support Windows operating systems of various versions including Windows 7, 8 and 10
• Associate’s Degree in Computer Information Systems, Information Technology, related field OR equivalent experience
• 6 months Help Desk support experience
• General knowledge/understanding of computer hardware, servers, basic networking
• Work within the framework and guidelines of the Incident Management Process and Service Desk processes, ensuring alignment to best practice at all times
• Provide end to end ownership of all incidents and service requests
• Provide a proactive service to QBE EO staff, providing updates on open tickets as necessary
• Effectively manage customer escalations
• Investigation and resolution (first time fix) of common issues
• Investigation of more complex issues providing triage function prior to passing to resolver groups as appropriate
• Identification and documentation of new fixes and workarounds, ensure these are added to the Knowledge Base and communicated to the first line team
• Providing advice and guidance to QBE EO staff
• Provide advice and support to the first line offshore team
• Co-ordinate any project related activities and service introductions to ensure appropriate handover is provided as part of Service Transition
• Identify and address any service improvements opportunities
• Interact with resolver groups and co-ordinate activities required to ensure tickets are resolved within SLA
• Provide clear communications of service impacting major incidents and scheduled service availability hours
• Must be prepared to work a variety of shift patterns between 7am and 7pm Monday to Friday
• Possible requirement for working out of hours
• Previous experience of working within a multi-vendor environment on complex infrastructure with the ability to manage and co-ordinate required activities from different teams to ensure a quick resolution
• Solid experience of working within a Service Desk or technology support team, having dealt with complex issues such as Windows profile issues, Exchange server issues, OS configuration issues etc and resolving them using remote control technologies, ensuring a high first time fix rate
• Experience of Service Management functions and disciplines with ITIL V3 foundation accreditation being essential
• Problem solving and analytical skills with the ability to think holistically to provide unique solutions
• Demonstrable experience of driving activities pro-actively in order to improve the Service Desk offering
• Identifying opportunities for continual service improvement and contributing to plans in this area
• Excellent customer service skills and ethos, achieving a high customer satisfaction rating
• Demonstrable experience negotiating difficult situations to a successful conclusion
• Able to manage and resolve conflict
• Ability to proactively manage customer expectations
• The ability to work as a team and also within a virtual team to provide excellent outcomes
• Experience within financial services, preferably commercial insurance and/or reinsurance
• Excellent understanding of Windows Vista/Windows 7 operating systems and Active Directory
• Excellent understanding and support knowledge of Microsoft Office products
• Knowledge of Citrix technologies and networks
• Knowledge of iPhones / other Smart devices
• Understanding of hardware in order to diagnose issues
• Knowledge of Exchange / Outlook to help with configuration issues
• Excellent communication skills – both written and oral
• Ability to remain calm under pressure
• Positive, flexible attitude and a strong work ethic
• French extremely advantageous
• Resolving incidents within agreed SLA’s reported by our customers and escalated from other members of the team
• Providing customers with regular updates and the progress of incidents logged on the Help Desk ticketing system and in person at the Smart Solutions Bar in line with agreed SLA’s
• Providing excellent customer service across all corporate offices and distributed homeworkers
• To help ensure that infrastructure management activities are performed as required on corporate office systems, servers, networks and applications
• Work with Hotel Technology Service & Supplier Manager to provide overflow cover for Hotel Technical Specialist level 3
• Participate in out of hours’ support rota
• Strong knowledge of PC hardware, Microsoft operation systems and Office suites
• Must have excellent customer service skills and be able to troubleshoot and resolve problems at the end user level
• Working knowledge of data networks. Experience with Microsoft Active Directory, Windows Server and Exchange
• Strong problem solving skills and decision-making ability
• Must be able to support 24/7 work environment and be willing to work rotating schedules during the Houston Texans (“Club”) football season
• Basic telecom system administration experience preferred
• Ability to prioritize and manage multiple tasks in a high-energy environment
• Effective verbal, written and interpersonal communications
• Ability to maintain confidential and/or proprietary information
• Participate in the Service Delivery Process (ITIL/ITSM)
• Receive calls, walk-ups, portal entries from users regarding incidents or service requests
• Investigate and resolve software and hardware incidents (e.g. MS Office suite, operating systems, graphics, printing, email, mobile devices, VPN, web browser, etc.)
• Document problem analysis, communication and resolution in IT/ITSM service desk tracking application (ServiceNow)
• Assist in updating service desk related asset inventory, PC hardware, software, mobile device, printer, scanner and participate in semi-annual physical audit
• Answer questions, applying knowledge of software, hardware and procedures
• Create, delete and modify user network and email accounts
• Correspond with software and hardware vendors to request service regarding defective products
• Test software and hardware to evaluate ease of use and provide written reccomendation to management
• Write or revise user training manuals and procedures
• PC deployment and software packaging via SCCM
• Coordinate daily telecom adds, moves and changes
• Perform various other tasks assigned from time to time by the Service Desk Manager
• Position requires routine face-to-face personal interaction with departmental staff and other Team personnel; therefore, job responsibilities must be physically performed in the Club and TMG offices and not in a telecommuting manner
• Please note that while resumes of all candidates will be considered, as a way for the Texans organization to acknowledge and reciprocate the tremendous support given the Team by local fans and the local community in general, qualified candidates with permanent addresses in the Houston metropolitan and surrounding areas will be given first consideration whenever possible
• Why are you currently searching for a new position?
• Why would you be a good fit for the Houston Texans?
• Are you comfortable and willing to work with: Challenging work schedule. Not a 8:30am - 5:30pm position. Afterhours work. Additional days during Training Camp and Football Season. YES/NO
• What is the minimum starting yearly salary that you will accept for this position?
• 1-2 years relevant experience
• Strength in providing customer service support to clients or guidance to team members on a broad range of escalated issues
• Strength in prioritization and can assign problems and service issues to other team members
• Readiness to coordinate problem resolution and implement changes in lines with established change processes
• Adeptness at verifying the quality of problem resolution, changes and enhancements, and monitoring trends
• Experience working with vendors and vendor hosted applications
• Ability to provide basic research, maintenance, and application support
• Willingness to work effectively as a team, unite to resolve critical service issues
• Experience with TD System Development Lifecycle (SDLC) and Project Management
• Strong customer-service awareness/orientation
• Extensive analytical and problem-solving abilities
• Excellent technical knowledge of network and PC hardware
• Hands-on hardware troubleshooting experience
• Able to read and understand technical manuals, procedural/process documentation
• Able to serve as business advisor/consultant and as a knowledgeable resource for others
• Posses effective interpersonal skills and relationship-building skills
• Well developed written and oral communication skills
• Capable of understanding the organization’s goals and objectives
• Support clients on daily usage of our software focusing on technical and functional related subjects
• Help troubleshoot problems and find resolutions
• Assist other team members with resolution
• A Customer Service Oriented attitude
• Initiative to be a self-starter and require minimal management and direction
• Ability to multi-task and expand previous levels of knowledge
• Willingness to learn and continue to improve
• Previous experience as a Level 2/3 Support is preferred
• Understand the fundamentals of how an accounting firm operates to ensure support levels match expectations
• Develop expertise in the everyday use of internally developed and commercial software specific to the firm
• Provide superior quality and service to all firm technology users. Respond promptly and courteously. Prioritize requests according to criticality. Identify timely and accurate solutions to technical issues
• Provide expert help desk support (both remote and on-site) for all hardware, software, and ancillary office equipment including video conferencing equipment, projectors, phone systems, printers, scanners, and multi-function devices
• Remote access solution implementation and support: VPN, Terminal Services
• Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
• Install, upgrade, configure, troubleshoot, maintain and modify computer and network system software
• Provide day-to-day maintenance and support for Microsoft Office 2016, including Outlook e-mail, as well as Lotus Notes Domino databases/applications
• Document all support activities in ticket tracking database
• Inventory management of technology assets
• Image workstations and assist in installation of PC hardware and software applications in accordance with firm standards
• Deployment and migration of computers
• Create and update process documentation
• Participate in the research, development, and implementation of new technologies
• Provide technology training to team members as needed
• Strong customer service skills including verbal and written communications; customer-focused with ability to effectively communicate with management, co-workers, and customers
• Superior time management skills including sense of urgency and proactive approach
• Self-motivated, results-oriented and accountable
• Strict adherence to professional ethics
• Ability to work on and successfully complete multiple projects at the same time
• At least three years of relevant technology experience in related technical environment preferred
• Strong computer aptitude and understanding of IT concepts, operating systems, business applications, printing systems, and network systems
• Strong PC and software product skills (Windows 7/10 operating systems, Microsoft Outlook/Office 2016)
• Self-motivated to research resolutions to technical issues independently and with limited guidance
• Drive to research and learn new technologies
• Bachelor’s degree in Computer Science or related degree required
• CompTIA A+ certification a plus
• 3+ years of experience in a Help Desk, System Admin, or Desktop Support role
• Knowledge of Active Directory administration
• Familiarity with Office 365
• Maintain working knowledge of IT project initiatives to ensure IT Support Center readiness for supporting project rollout timelines
• Provide support for all IT products and services; including, but not limited to: answering questions, troubleshooting problems, teaching, or instructing co-workers regarding software or hardware, communication policy and troubleshooting printers or such other minor issues
• Create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress and handling customers with professional attitude
• Work remotely with support teams in Atlanta and other offices for cross functional triage and resolution
• Provides excellent Customer Service by effectively communicating with user throughout resolution process; including verbal or email follow up to confirm that the issue was resolved
• Writes and updates training manuals and handouts for common requests and effective steps for resolution, educates co-workers on how to best use such resources, and maintain associated logs
• 2+ years as a Support Analyst in a fast-paced office environment
• High School Diploma required, some college or applicable certification preferred
• Must have familiarity with a wide range of standard office automation products
• Experience working in a small office and team environment a plus
• Creative thinking and the ability to find innovative solutions is a plus
• Proactive nature with a forward-thinking attitude
• Strong customer service and communication skills - verbal and written
• Must be able to work independently; have excellent time management and organizational skills
• Ability to lift and/or carry 5-20 lbs. or more; pulling or pushing of carts when necessary
• Familiarity and strong working knowledge with SAN infrastructure vendors(Brocade/McData/EMC and Hitachi)
• Familiarity and strong working knowledge of SAN tools such as Virtual Instruments/ Tuning Manager/DCNM etc
• Understand incident/problem workflow and introduce automation opportunities. This is an essential quality for the role. Familiarity with automation tools such as HPOO or any other
• ITIL certification or other "agile" project experience
• Support the business IT requirements (IT Support for hardware and software applications)
• Support & maintenance of IT Systems, including monitoring and backups
• Support Software Development Initiatives
• Research and provide technology solutions for the business
• Implementation and migrations of IT systems in new acquisitions
• Security and Business Continuity
• 1- 3 years experience
• Understanding of a Microsoft network infrastructure (Active Directory), Microsoft Applications (Windows 10, 7, Microsoft Office Suite,)
• Excellent analytical, support and problem solving skills
• Highly motivated with the ability to organize, motivate and influence team members
• Good communication skills, in person and over the phone
• Ability to travel, sometimes on short notice
• Desktop support certification (Microsoft, A+, etc.) preferred
• Possess an excellent understanding of operating systems (Windows 7, Windows 8, and Windows 10) and applications (Autodesk and Micro Station preferred), networks and moderate to high level software and hardware troubleshooting skills
• Office 365 experience
• IT related Bachelor’s Degree preferred but not required
• Completion of a degree in IT Management, Computer Science, or a related discipline – or a combination of education, training and experience deemed equivalent
• IT Infrastructure Library (ITIL) certification would be considered an asset
• General knowledge of Bank’s technical environments and supported applications
• Possesses expert communication skills, both written and verbal
• Is highly motivated and adaptable
• Is able to achieve results that meet both short and long term business objectives
• Exhibits a proven track record in achieving or exceeding objectives
• Proven ability to manage in crisis situations and work under high stress conditions
• Is able to effectively persuade, convince, and negotiate with influence in order to support one’s objective
• Good understanding of statistical and analytical principles and processes
• Problem solving skills to provide technical expertise and advice on reporting; analytical and problem solving skills to negotiate, develop, find solutions and root causes for incidents, and lead post-incident reviews
• Interpersonal and oral/written/presentation communication skills to create and deliver incident management reports, implementation plans, and post-incident reviews, and prepare and run internal workshops.​
• Provide a first point of contact function that operates within agreed service levels and provides a level of customer service that is in line with the existing Babcock IS Service Desk
• Provide 1st and 2nd line technical support of desktop platforms across all channels, including chat, email, phone, in-person, etc. within the agreed performance criteria
• Ensure that break fix / configuration activity is in line with existing standards
• Ensure Operational Procedures and Technical Documentation is maintained to agreed standards
• Support the regional asset and logistics function to ensure that stock is managed and requests are managed within SLA
• Provide support for remote Infrastructure teams and 3rd party support groups where required (e.g. where local hands / eyes support is needed)
• Support project activity where required (upgrades, office moves etc)
• Configure/build desktop machines in accordance with standard process in response to approved IT users’ requests for new devices
• Manage local courier services to collect/deliver new and used devices
• Enforce and abide by Babcock International’s security procedures, practices and culture
• Any other duties as deemed necessary to achieve department goals
• Experience of working in a Service Delivery environment
• Proven experience of working in accordance with Service Level Agreements
• Strong verbal and written English communication
• Strong verbal and written French communication
• Knowledge of the ITIL environment and process
• Active Directory, Citrix, Application deployment (SCCM),
• Microsoft Outlook, Word, Excel
• Printer set-up and configuration
• Network port activation
• Previous experience of automated desktop build software
• Ability to problem solve complex technical issues
• Previous experience with IT Service Management tools (e.g. Remedy) desirable
• Must have 1+ years of experience supporting users in a corporate help desk call center
• Possess working knowledge of fundamental operations of relevant software and computers
• Insurance systems support experience preferred
• Work as a key member of a flexible team of IT specialists
• Keep up to date with and adhere to all corporate IT standards, security controls, policies and procedures, systems, and best practices
• Deliver a high-quality and friendly IT Support Service to all customers
• Effective use of the IT Service Management Toolset with frequent and accurate updates to all IT tickets, with resolution in a timely manner in-line with assigned priorities
• Troubleshoot problems and proactively maintain secure network and server infrastructure, end points, operating systems, and business applications
• To contribute high quality technical documentation to the IT knowledge base
• Partake in project work as necessary
• To provide out-of-hours support an a rota basis if required
• Travel to other G4S Secure Integration offices and customer sites if required
• Other duties as assigned by supervisor
• Onsite support level 2 and 3 for all offices and boutiques including workstations (desktops, laptops, monitors), printers, mobile devices, 3G dongles and corporate software
• Building desktops and laptops for office users and retail boutiques
• Managing incidents and requests and ensuring support is provided based on company SLA commitments
• Working collaboratively with global & local support teams and service providers on issues and requests
• Carry out daily IT tasks on company SLA commitments
• Writing IT procedures, user guides, policies, processes and request workflows
• Working on application, hardware or infrastructure upgrades
• Provide pro-active assistance to team members when required
• On call for our retail boutiques and contact centre on outages and changes
• Ad-hoc projects related to the IT Service Delivery and IT Infrastructure
• Level 2 server based application support of CTS Phone Channel applications across all production and test environments
• Perform non-standardized complex tasks for Incidents and service requests
• Perform high complexity operational maintenance tasks
• Configuration and deployment activities for projects
• Able to be accessible via a mobile device to support on-call function
• Participates in 24/7 on-call rotation and project work night and/or weekends
• Perform root cause analysis on repeatable incidents to help prevent issues in the future
• Identify reoccurring issues and implement corrective measures
• Oversee vendor’s service delivery and escalation
• Excellent communication (both written and oral) and interpersonal skills
• Able to participate in the knowledge transfer of information with peers and management
• Able to work in a very dynamic and fast-paced environment
• Minimum 5 years technical knowledge of TD business applications or related field preferred
• Thorough problem determination skills to troubleshoot and resolve business application issues
• Thorough knowledge with OS technologies (Windows, AIX, Linux, Solaris, HP-UX)
• Working knowledge of Cloud Technologies, including Splunk
• Working knowledge of Local Area Networks (LAN) and Wide Area Networks (WAN)
• Working knowledge of Microsoft Operations Manager and IBM Tivoli Monitoring
• Proficiency with MS office product suite (Word, Excel, PowerPoint etc.)
• Thorough knowledge of middleware technologies (WebSphere, IMS/DB2, WebLogic, JBoss, IIS)
• Familiarity with MS Exchange
• Familiarity with Symantec Enterprise Vault
• Familiarity with web server technologies (IHS, Tomcat)
• Familiarity with database technologies (SQL, Oracle, DB2, Sybase)
• Familiarity with Pega systems
• 5+ years of following relevant distributed development and support experience is a must working with technologies such as java, j2ee, cloud, node js, angular js, middleware (like datapower, wesb), MQ, application servers, Unix
• Mainframe development and support experience working with technologies such as TSO/ISPF, using COBOL, JCL, DB2, IMS DB/DC, SAS, JMS
• With the above experience, it will also position you to be a key contributor to our future technology direction
• Sound knowledge of the business, technical environment, standards, processes, procedures, programming languages and operating systems
• Have a good understanding of large complex technology Infrastructures such as Cloud, Middleware (like Datapower, WESB), MQ, Application Servers (like Webshpere, JBoss), LDAP etc
• Readiness and motivation to work on low to moderately complex tasks under general supervision
• Good analytical and problem solving skills with the ability to quickly adapt to changing and competing priorities
• Possess excellent communication (both written and oral) and interpersonal skills
• Be organized, self-motivated and goal oriented
• Demonstrate sound time management skills
• Ability to prioritize and manage own workload in order to deliver quality results and meet timelines
• Ability to navigate code and interpret logs
• Self-learning capability
• Have a willingness to take ownership of tasks and see them through to successful completion
• Experience with the following applications/technologies would be an asset
• 2+ years of IT Support experience
• Solid Technical background and first-rate customer service skills
• Working knowledge of Microsoft Office 2010
• Previous experience with Blackberry Administration, Windows 7, Active Directory, LAN Technologies and topologies
• Solid understanding of backup / restore functions
• Desktop / Server troubleshooting / repair skills (hardware and software)
• Strong experience with Market data systems (Bloomberg, etc)
• 3-5 year experience in IP Telephony and Contact Center Support environments
• Microsoft Windows Server 2008 & 2012
• Identification and escalation of situations requiring urgent attention. Involve of all required support teams at TD to solve incidents/problems and changes
• System administration and coordination of technical changes to the hardware and software components
• Support daily business operations and regular users of ION, TOMS, Optimus application
• Develop and maintain excellent working relationships with the FI trading and sales users, Operations & Finance, Treasury Credit, CMRM, Infrastructure and the vendor
• Provide required expertise to all users of ION, vendor based system’s for TD’s FI Trading
• Contribute to the smooth, effective implementation of new and enhanced products, systems, and services
• IT Identity & Access Management (optional)
• IT Support (optional)
• Mainframe (TSO, JCL, Editor)
• Database (DB2, SQL, Spufi/Startool)
• Service Management (e.g. ServiceNow)
• Strong written & verbal communication in German and English
• Ability to adapt new processes/tools
• Readiness for working hours (late shifts, 24x7 on call support)
• Self-reliant, reliable and accurate team player
• Basic/Intermediate knowledge of Unix, SQL, Oracle
• Basic/Intermediate knowledge of Equity Derivatives or business skills in general
• Nice to have: Murex
• Nice to have knowledge of ITRS Genos Monitoring tools
• Installs, maintains and provides technical support for users
• Performs hardware, software, and applications support and preventative maintenance
• Performs end-to-end environment appropriate support utilizing best practices and documented procedures
• Works with customers and purchasing to identify solutions, and obtain quotes for those solutions
• Responsible for inventory management and record keeping
• Develops, documents, publishes and provides communications7. Performs system administration functions8. Contributes to team dynamics and successes 9. Records incidents and events information
• Diagnoses and resolves or escalates technical support11. Responds to Service Desk requests Responsibilities - Supervisor and/or Leadership Exercised
• Bachelor's Degree in Computer Science, CIS, or related field and 4+ years IT experience in a support or operations environment working with PC or client/server platforms and/or hardware. Additional equivalent work experience may be substituted for the degree requirement
• 3+ years of experience leading technical or project teams with or without direct reports
• 2+ years of work experience in an IT role requiring interaction with senior management
• 3+ years of experience working in a large matrixed organization
• 3+ years of experience working with third party IT vendors and/or software/hardware suppliers
• 3+ years IT experience in the retail industry
• 3+ years of experience writing technical documentation or standard operating procedures related to IT technical support or deployment
• Associate's Degree in Computer Science, CIS, or related field and 2+ years IT experience in a support or operations environment working with PC or client/server platforms and/or hardware OR 3+ years of comparable experience without a degree
• Bachelor's Degree in Computer Science, CIS, or related field
• 2+ years of experience working in a large matrixed organization
• 2+ years experience in hardware implementation and maintenance
• 2+ years IT field support experience
• 2+ years experience in supply chain operations or related IT functions
• 2+ years Lowe's Operations experience
• 2+ years of experience working with third party IT vendors and/or software/hardware suppliers
• 2+ years IT experience in the retail industry
• 2+ years of experience writing technical documentation or standard operating procedures related to IT technical support or deployment
• Experience troubleshooting PC Hardware
• Proficiency in Microsoft Operating Systems
• PC Imaging experience
• Troubleshoot, install and maintain computer applications, hardware, and software
• Provide end user support by identifying technical problems, escalation and solution tracking
• Support and troubleshoot variety of printers
• Document the desktop application performance
• Upgrading PC operating systems. Preferred Windows 10 migration experience
• 2 year degree in IT related field and 1-3 years of providing technical support
• Basic knowledge of computing functions for PCs in a Windows environment
• IT CompTIA certifications is a
• Strong understanding of enterprise technology processes and procedures
• Experience with application production support protocols and preparing associated communications
• Superior analysis and problem solving skills with the ability to quickly decompose complex issues into manageable components
• Excellent communication (written, oral and presentation) skills with the ability to understand complex information and summarize in a clear, concise fashion
• Service oriented – must demonstrate a strong sense of client impact
• Comfortable working in a fast paced, highly dynamic environment
• Ability to manage competing priorities and set expectations to ensure that all stakeholders are considered
• Ability to build effective working relationships with individuals at all levels
• At ease with senior management and able to facilitate meetings in a professional and efficient manner
• Experience in working with Corporate Finance, Corporate Sourcing, Corporate Legal, Human Resources and other internal stakeholders Expert, knowledge of DEVOPS, ITIL
• Experience creating SLA's and performing cost/benefit analysis for solutions
• Outgoing, creative thinker who demonstrates strong initiative and flexibility to change
• Articulate, thoughtful and able to distill complex information (business and technical) into key messages in order to foster decision making
• Ability to multi-task and to effectively handle multiple demands and competing priorities
• Working experience on FileNet, OpenText Exstream, Kofax & CMOD technologies is an asset
• Experience within Unix / Linux environments
• Windows environments
• Automic (UC4) - (preferred but can be taught)
• Oracle & MS SQL experience
• Willing to be on an on-call rotation to support production and staffing
• Someone who can be work on their own and is a self-starter
• Great troubleshooting skills
• Data Center experience (preferred but not required)
• Someone who can maintain a good working relationship with management and peers
• Extensive knowledge of MS Windows operating system installation & troubleshooting
• Extensive knowledge and experience supporting MS Office, email applications, and web browers
• Experience working with server and networked computing environments, TCP/IP, wireless networks and software troubleshooting
• Knowledge of desktop security and IT support services best practices
• Ability to effectively analyze, research and solve technical problems
• Ability to assist in resolving production support problems
• Experience using a ticketing system
• Experience with computer deployment systems
• Knowledge of Active Directory
• Understanding of various Audio-Visual Technologies and Media
• Knowledge of networking principles and security protocols
• Knowledge of Microsoft SharePoint
• Participates as a member of an IT technical support and customer service team
• This role is a face-to-face support position in our myITpc/Tech Cafe center. The primary responsibility for myITpc/Tech Cafe engineers is to resolve employee IT issues with their PC or mobile devices providing great customer service experience
• This role requires excellent customer services skills. This position is very customer centric, customer services is our priority
• This role requires the employee to be present in the myITpc/Tech Cafe center during our operational hours from 8 AM to 5 PM each business day
• This role requires the employee to adhere to the dress code (issued team shirts/polos, pants/slacks (no jeans), closed and clean toed dark shoes or dark clean unworn sneakers)
• Performs analysis and support of functional or corporate deployed service(s) using fundamental problem solving techniques and root cause analysis concepts
• Use outstanding diagnostic and deductive reasoning techniques to resolve productivity issues
• Provides end-user support across all end user services provided by IT
• Applies technical knowledge to support end users for corporate issued desktop, laptop, and mobile devices as well as telecom services, email services, and all IT client provided services
• Overall, provides a world class employee support experience with an exceptional emphasis on quality resolutions and customer support
• Resolves technical support issues of moderate to a high level of complexity within the established technical area of client computing and end user services
• Partner, as required, with members of a given team or other IT teams as appropriate to ensure problem resolution is obtained and, if necessary, root cause is identified. Identifies potential escalations and proactively alerts management as needed
• Provides ideas and solutions to prevent problems and support incidents from reoccurring that impact the areas of client computing support and overall employee productivity
• Reviews, implements, and verifies changes/solutions of medium and high complexity and assess risk
• Ensures configuration and inventory management database entries are complete and accurate
• 2+ years of experience in a corporate Information Technology department providing end user support over a wide range of end user environments
• Provide L1 and L2 support
• Be the face of technology to the Treasury business for all PROD issues
• Own and drive issues to resolution while keeping the business updated
• Analyze, investigate and solve multiple complex problems and request in a timely manner
• Solutions driver on escalation calls. Post mortem, root cause analysis and resolution of major incidents
• Perform daily releases as well as smoke testing and sanity checks once the release is completed
• Participate in QA/UAT testing, Sprints during SDLC, DR, BCP
• Document controls, procedures, and ticketing
• Be a part of off-hours and weekend support rotation- this is a global team (Singapore, USA, Canada)
• Be a part of off-hours and weekend support rotation
• Expert knowledge of SUSE and Redhat operating systems
• Strong understanding of virtualization, networking , HA clustering, and storage solutions
• Hands on hardware and software troubleshooting
• Experience performing work on all aspects of Linux OS and systems support
• Readiness to be actively involved in resolving client system issues
• Provides Level 1 and 2 technical support for applications, systems, software and hardware
• High School Diploma GED required – 2 years AA or +1 year experience
• 3+ years Desktop/Helpdesk support experience
• 3 years experience on hardware issues including PC’s, laptops, printers, and blackberries,
• 3+ years experience setting up and installing Windows XP, Windows 7 and Microsoft Office applications
• 3+ years VPN experience
• Incident, Problem and Change Management
• Assist with Disaster recovery planning and testing
• Risk and controls management
• Provision of audit deliverables
• IT inventory management
• Desktop and application 1st, 2nd level support
• Security Administration
• To write, update and contribute towards group standards and documentation
• Perform periodic checks as required
• Adherence to group standards
• ITIL Foundation qualification (or higher)
• Sociable and friendly
• Flexibility and positivity
• At least 2 years experience in a similar role
• Microsoft Office 2010
• Blackberry Administration
• Iphone / Ipad
• WINXP/Windows 7
• Microsoft office & other shrink wrapped applications
• LAN Technologies and topologies
• Desktop/Server trouble shooting /repair skills (hardware and software)
• In depth knowledge of customer service, including concepts and techniques, in a technical support environment
• Strong knowledge of Macintosh and Windows OS, standard productivity applications, networking concepts, hardware and peripherals
• Demonstrated ability to rapidly learn and understand new high technology products and services
• Commitment to diversity and to serving the needs of a diverse population
• Four years in technical IT support
• Experience in training others on the use of desktop computers and applications
• Excellent knowledge of Windows 7
• Experience with Windows Server 2012 and LANS
• Working knowledge of desktop and internet applications, such as MS Office and Office 365
• Previous experience in the Engineering sector is highly regarded
• Management of LAN, WAN, Servers and associated server room equipment
• Delivery of Desktop and Notebook computers, Printers and associated hardware
• Levels of user satisfaction, measured on call rate, clear up ratio and time to resolve and general feedback
• Successful performance and monitoring of back-ups
• Accuracy of both hardware and software IS Asset data, Action Requests and Debit note related information
• Operate within developed service strategy to mitigate software, hardware, and networking issues
• Troubleshoot and resolve IT issues via phone, web, and in-person channels
• Ensure all incidents are resolved against SLAs
• Report on health of IT support using uptime and ticket-related performance metrics
• Partner with IT and business personnel to discuss the impact of incidents on products and services
• Track and report all open and closed incidents to leadership teams
• Proactively learn and train other staff members on new product and service technologies
• Image client computers
• Perform client file transfers
• Provide tier 1 ERP application support
• Assist in minor ERP system administration
• Install and test pre-configured networking infrastructure at remote sites
• Ability to prioritize and quickly resolve issues
• Effective prioritization and project management skills
• Experience using help desk ticketing software
• Experience with incident troubleshooting and escalation
• Familiarity with ITILv3 or related service delivery frameworks

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Work Experience

• Production Support
• End User Support
• Systems Development Support Activities
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• Experience supporting AWS cloud environment
• Support global Treasury & CIO applications and batches/feeds within the production environment, including an extensive and practical understanding of the applications
• Problem Management:Present findings to Application Support Management to ensure recommendations are carried forward to the appropriate forum;Ensure processed to mitigate, remedy and prevent recurrences of outages are documented, shared with the other team members;continuously review and recommend production batch optimization opportunities to Application Support Management
• Training and Documentation:Participate in the technical sharing forum within the team on the various technologies deployed; Adhere to existing process documentation standards and continuously strive to improve the standards and quality of documentation
• On-boarding New Applications:Participate in the assessment of new applications being on-boarded to the Global Application Support framework, ensuring all necessary documentation and is available and management is aware of any potential issues or knowledge required; Maintain the application readiness checklist from a technical support perspective
• Change Project Representation:Participate in projects and enhancement initiatives across multiple applications to ensure non-functional technical requirements are understood and embedded into the project plan;Present overviews of the initiatives and timelines to Global Application Services management in team meetings as required
• Continual Improvement:Recommend improvements to improve processing efficiency and reduce costs;Review Finance IT portfolio for risk exposure relative to access or role privileges, etc. and recommend de-risking actions
• Maintaining and test a current and effective continuity plan to ensure an appropriate response to any disruption to systems, information services, communications and office facilities
• Extensive collaboration with Developers and cross LOB engineers including SA, DBA, network etc
• Support business users including traders, middle office, sales, client support, back office on critical tools and business functions
• Linux shell scripting or PERL programming experience
• SQL / NO-SQL / General Database experience
• Responsible for creating, reviewing and the submission of knowledge base articles, FAQ’s, and knowledge articles for publishing for internal and external use. This also includes the review and approval of knowledge base article submissions from First and Second Level Support
• Deliver effective support for all global Equities Derivative applications
• Perform timely and appropriate escalation of critical production environment incidents and proactively identify patterns of recurring incidents to improve service capabilities
• Assume ownership for all and any application production outages, driving incidents to clear resolution with full accountability for remediation tasks
• Develop and utilize core tools and processes to perform daily function whilst improving day to day practices for the global Equities production management group
• Identify opportunities to standardize common processes and tools across the Equities estate

Professional Skills

• Excellent teambuilding, customer service skills and experience, and interpersonal skills
• Excellent planning and organizing skills, capable of managing multiple tasks, excellent time management with respect to priorities and self-management
• Strong trouble shooting skills, technical skills especially in the use of SQL
• Provable expert skills in PowerPoint and Visio. Excellent MS Office suite skills
• Strong Incident management, problem management and problem investigation skills with ability to learn new skills quickly to value add in problem focus areas
• Strong verbal, written and interpersonal communication skills, including skill in in negotiating and persuading others
• Excellent organizational skills for prioritizing projects

How to write Application Support Analyst Resume

Application Support Analyst role is responsible for technical, analytical, business, customer, troubleshooting, application, interpersonal, sql, scripting, organizational. To write great resume for application support analyst job, your resume must include:

• Your contact information
• Work experience
• Skill listing

Contact Information For Application Support Analyst Resume

The section contact information is important in your application support analyst resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

• First and last name
• Telephone number

Work Experience in Your Application Support Analyst Resume

The section work experience is an essential part of your application support analyst resume. It’s the one thing the recruiter really cares about and pays the most attention to. This section, however, is not just a list of your previous application support analyst responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular application support analyst position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative Application Support Analyst resume experience can include:

• Production incident management and RCA follow up. Manage issues related to a variety of Desktop/Servers/Hosting Solution, Hardware, and Leased Lines/Network etc
• Accounting experience OR strong Microsoft Excel skills
• Experience in Strong troubleshooting, analytical and technical problem solving skills
• Demonstrates strong verbal and written communication skills, including the ability to communicate to non-technical audiences
• Basic networking knowledge/experience, desktop support skills, and/or extensive helpdesk or application support experience
• Proven complex problem solving / management skills and a strong eye for detail

Education on an Application Support Analyst Resume

Make sure to make education a priority on your application support analyst resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your application support analyst experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

• School you graduated from
• Major/ minor
• Year of graduation
• Location of school

These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in Application Support Analyst Resume

When listing skills on your application support analyst resume, remember always to be honest about your level of ability. Include the Skills section after experience.

Present the most important skills in your resume, there's a list of typical application support analyst skills:

• Proven experience in incident/problem. Strong Oracle skills (SQL/PL-SQL) and UNIX skills
• Good verbal and written communication skills, including strong telephone customer service skills and follow-up
• Excellent skills in both written and verbal communication as well as strong organizational skills
• Good organisation skills and the ability to effectively prioritise task
• Possess excellent analytical skills and have expertise in problem solving and debugging skills
• Strong attention to detail; strong communication skills, result oriented, and proactive with strong oral / written communications ability

List of Typical Experience For an Application Support Analyst Resume

Experience for it application support analyst resume.

• Excellent communication skills, both written and verbal in English, further European language skills e.g. German and French are a major benefit
• Excellent verbal & written communications skills and ability to communicate effectively at all levels
• Good verbal and written communication skills, data analysis skills
• Good spoken and written communication skills. Ability to communicate with International clients independently, effectively
• Strong SQL scripting skills, any experience with Unix is also desirable
• Excellent communication, interpersonal and proven leadership skills with problem-solving ability
• Strong DB2 knowledge, excellent analytical skills
• Strong communication skills, effective use of communication tools such as video conference, chats and email

Experience For Lead Application Support Analyst Resume

• Strong organization skills with the ability to prioritize multiple assignments and structure work to assigned tasks
• Strong, demonstrable experience in relationship and stakeholder management and leadership skills
• Strong customer-focus with excellent time management skills
• Excellent time management and prioritization skills and ability to work under aggressive deadlines
• Excellent writing, speaking, listening, and interpersonal skills
• Manage and triage multiple incoming priorities effectively by understanding client needs and meeting standard service level agreements
• Time management skills with experience handling multiple requests and queries at the same time, and delivering
• Excellent analytical, troubleshooting, problem-solving, documentation, and communication skills
• Proven skills in pro-actively understanding and resolving technical issues

Experience For Front Office Application Support Analyst Resume

• Excellent Client Service skills & ability to work well in a fast-paced trading floor
• Strong technical skills with an in-depth knowledge of various testing strategies
• Analytical abilities and strong problem solving skills combined with a sound business sense
• Excellent communication skills in a customer facing environment
• Proven, relative work experience that reflects a proven track record or proficiency in the competencies noted
• Effectively prioritize and execute multiple tasks in a high-pressure environment
• Prioritize and manage time effectively to complete work and meet deadlines is required
• Strong analytical skills and ability to synthesize complex or diverse information
• Strong organizational skills and detailed-oriented

Experience For Application Support, Analyst Resume

• Strong analytical skills, highly organized and methodical with attention to detail
• Excellent listening, reading, writing and speaking skills
• Strong analytical skills including a thorough understanding of how to the system supports the business processes
• Strong planning & organising skills, results-oriented, proactive and improvement focused
• Prioritize multiple priorities in an effective manner
• Management - Good Time Management & project management skills

Experience For Associate Application Support Analyst Resume

• Strong technical skills as it relates to basic computer applications, industry technology and applicable software
• Strong Microsoft Office skills: Project, PowerPoint, Excel, Access
• Strong analysis, troubleshooting, research, investigation and evaluation skills, with a structured approach to problem solving
• Good client management and interpersonal skills
• Strong oral, written and presentation skills in English
• Strong and proven experience in the analysis and resolution of technical incidents
• Oracle application development and a strong database design and development skills
• Demonstrates exemplary teamwork and interpersonal skills

Experience For Mobile Application Support Analyst Resume

• Technical experience and skills: WebSphere/Tomcat/Apache, MQ, Oracle
• Work independently in a demanding and complex environment to effectively address multiple priorities
• Good command of English, team player and people management skills
• Skills:This job requires in-depth, hands-on knowledge of and experience with enterprise and desktop applications that are assigned
• Demonstrated ability to effectively communicate with non-technical end-users
• Strong stakeholder management and communication skills - written and verbal
• Demonstrated ability to effectively and efficiently manage multiple tasks
• Excellent interpersonal, communication skills, both written and verbal
• Solid process and gap analysis skills

Experience For Technical Application Support Analyst Resume

• Prioritizing and resolving day-to-day systems issues and client requests including IVR (Interactive Voice Response) experience
• Operating Systems - Windows/Linux skills
• Being a self-starter with the ability to work independently and effectively in a fast-paced environment
• Working knowledge of MS SQL database 2005, 2008 and 2014. Experience is SQL cluster. Separate line/requirement for F5 experience
• Demonstrated experience learning a proprietary application end to end and providing support thereafter
• Specialist level of knowledge on Unix, Unix scripting and programing skills, Wintel OS exposure

Experience For Production Application Support Analyst Resume

• Basic programming skills, e.g. VB and Java
• Experienced in providing multi-disciplined technical and functional support as part of a team, and have solid knowledge of F2B flows
• Apply leadership skills to lead small-medium cross-functional teams through the project lifecycle culminating in successful application deployments
• Able to effectively work under pressure in a fast moving production environment
• Communicate effectively in non-technical terms with staff to troubleshoot issues and bring to resolution
• The ability to assess users and customer needs, obtain information and effectively communicate/relate to users and customers of varying knowledge levels
• Strong experience in writing SQL is required
• Experience in an application support role, including experience in an enterprise business application support environment

Experience For Application Support Analyst CRM Resume

• Respond effectively to inquiries via the phone or web-based issue tracking system
• Proven experience leading complex technology project or BAU efforts
• Communicate effectively at all levels, working with and across multiple teams and geographies
• Proven ability to quickly and confidently build relationships and maintain effective working relationships with both internal and external parties
• Creative problem solving skills and an ability to work conceptual
• Good experience with Service Now, JIRA or similar ticketing workflow systems
• Database skills, including SQL and Stored Procedures
• Also needed is the excellent working experience with cross-functional teams(DBA/Deployment/Release teams )

Experience For Encompass Application Support Analyst Resume

• Solid understanding of web technologies. Hands on development experience ideal
• Accounting / General Ledger ( GL ) experience or previous work experience in a Bank or Credit Union environment
• Excellent working experience with cross functional teams(DBA / Deployment / Release teams)
• Interact effectively with partners and peers and be able to facilitate troubleshooting calls to resolution
• Skills necessary to do this are scripting (e.g. python, PowerShell, Linux shell)
• Image editing skills acquired through any relevant application
• Computer systems support experience or other experience resulting in same knowledge level

List of Typical Skills For an Application Support Analyst Resume

Skills for it application support analyst resume.

• Excellent communication skills (both verbal and written) effectively with all levels
• Proven and demonstrable skills in creating and maintaining excellent customer relationships and focus at all levels
• Demonstrated strong problem solving skills to deal with issues encountered across multiple applications within a complex environment
• Demonstrates strong problem solving skills to deal with issues encountered across multiple applications within a complex environment
• Superb interpersonal and organizational skills working effectively under pressure and as part of a team
• Demonstrated excellent debugging techniques and data analysis skills
• Continually seeks new skills and challenges to enhance functional knowledge and technical skills and to gain IT expertise
• Being a team player with excellent interpersonal and communication skills
• Excellent skills in analyzing, solving, and monitoring problems

Skills For Lead Application Support Analyst Resume

• Good interpersonal skills – building relationships and communicating with Users and Systems dept. staff
• Excellent organizational and troubleshooting skills including the ability to handle multiple tasks in a fast-paced environment
• Good business skills including the following: documentation, presentation, interpersonal, and communication
• Excellent multi-tasking, problem solving and analytical skills
• Excellent customer service skills, including a professional and helpful telephone manner and the ability to deal with a demanding user group
• Possess excellent analytical, troubleshooting, problem solving, documentation, communication skills
• Good understanding of PC hardware and software set-up and configuration and TCP/IP networking skills
• Strong written and verbal communication skills using proper English grammar, spelling, punctuation

Skills For Front Office Application Support Analyst Resume

• Good SQL scripting skills , Unix desirable
• Strong and demonstrable problem solving / analytical skills
• Strong problem solving, issue resolution skills, root cause analysis
• Good listening skills and extremely empathetic
• Results-oriented with strong problem-solving and analytical skills
• Design/Implementation experience: prior experience in design and implementing strategies to automate and improve production stability

Skills For Application Support, Analyst Resume

• Good communication and organized skills, coupled with the passion to take on challenging and concurrent task is an integral part to the role
• Strong analytical and technical problem solving skills with attention to details
• Strong interpersonal, analytical, business and technical judgment, and problem solving skills
• Good SQL skills, comfortable writing queries
• Proficiency with MS Office Suite; strong reporting skills
• Strong communication, customer interaction, and public speaking skills
• Excellent analytical and troubleshooting skills, with an emphasis on root cause analysis

Skills For Associate Application Support Analyst Resume

• Strong judgment, decision-making abilities and time management skills
• Good communication and analytical/problem solving skills
• Exhibits excellent customer services skills when interacting with customers on all issues
• Strong organizational skills and a detail-oriented working methodology
• Providing high quality phone support OR At least 3 years of computer support experience Current License or Certification: None Skills and Abilities
• Passionate about technology and ability to demonstrate technical problem solving skills
• Excellent computer skills, including mastery of Microsoft Office, SQL and/or other client, server or cloud-based technology
• Excellent oral and written communication skills with superior clarity of thought and expression, focus on email and technical writing
• Strong analytical, investigation and evaluation skills

Skills For Mobile Application Support Analyst Resume

• Demonstrates ability to coordinate effectively with different teams across multiple locations
• Effective interpersonal, analytical, business and technical judgment, and problem solving skills
• Proven experience with global customer service or support experience
• To provide a high quality customer support service with excellent communication skills
• Strong diagnostic, analytical, and retention skills
• General knowledge of Client business functions and Client business processes? Strong communication skills (written and verbal)

Skills For Technical Application Support Analyst Resume

• Good communication skills with the ability to liaise with both Business and IT users in a clear manner
• Prioritize tasks and manage time effectively under time constraints
• Self-motivated and strong diagnostic skills
• Prioritise effectively with a sense or urgency when required
• PC literacy and strong technical skills
• Providing EOM validation support to PAG Stores for EOM Processing including validation of EOM Kodata transmissions
• Troubleshooting and multi-tasking skills
• Applying analytical & trouble shooting skills

Skills For Production Application Support Analyst Resume

• Using technical, customer service and communication skills, deliver high quality IT support critical for achieving business goals
• Scripting skills and an eagerness to automate (Bash, Curl, Ruby, Python, etc.)
• Scripting skills (Shell)
• Troubleshooting skills with the ability to correlate various logs files, events, etc... to get to root cause of issues quickly and correctly
• Working knowledge with SQL Server 2008/2008R2. Strong experience in PL/SQL
• Understanding of support processes and experience of their implementation and usage in an application support scenario (ITIL experience)
• Technical skills in Linux/Unix troubleshooting & scripting, SQL (writing queries), supporting web-based applications
• Advanced computer skills including some programming knowledge, scripting and RDMS knowledge
• Technical skills: scripting – Perl, Shell, Python, Ruby, HTML5, Programming – Java, Testing, performance Data Analysis

Skills For Application Support Analyst CRM Resume

• Advanced skills in SQL including scripting
• Strong experience with supporting applications running on Linux/Unix/Windows platform
• Strong technical experience with developing Oracle packages, stored procedures, and functions and/or developing Microsoft T-SQL
• Unix (Solaris / Linux) skills including Unix Shell Scripting - ksh, Python
• Development/Test experience: preferably in programming languages like Python or similar with good exposure to trading applications
• Experience Practical experience in monitoring and tuning a database to provide a high availability service
• Technical experience in current Windows and/or Linux-based Server Operating systems required, including experience with IIS
• Demonstrated experience with developing or supporting ASP.Net applications

Skills For Encompass Application Support Analyst Resume

• Experience with any scripting language such as BASH, Perl, Ruby or Python - Java programming experience
• Strong MS SQL and Oracle experience, passing knowledge of .NET, ASP, HTML and java Script
• Exposure to Cloud technologies and general web hosting skills, especially Azure is preferable
• Computer skills with knowledge of applications including Microsoft Office Suite
• Demonstrated level of experience in software development and application support utilizing a variety of databases and languages
• Technical skills in Unix (e.g. shell scripting), SQL and Perl
• Demonstrates good analytical ability for problem solving
• Database skills, preferably Sybase and Oracle, including SQL and Stored Procedures
• Oracle Database skills, preferably Sybase, including SQL and Stored Procedures

List of Typical Responsibilities For an Application Support Analyst Resume

Responsibilities for it application support analyst resume.

• Contribute to global risk assessment application’s strategic product roadmap and development by leveraging interaction with users to identify and define business requirements
• Excellent time management skills and service delivery skills
• Excellent diagnostic, analytical and problem-solving skills demonstrated by a track record of being a software engineer or software support analyst
• Excellent organizational skills and ability to prioritize work under time constraints
• Excellent organizational skills and ability to prioritize work under pressure is a necessity
• Demonstrated effective customer service skills with the ability to interact professionally with all levels of employees
• Demonstrates excellent communication skills, verbally and in writing, with technical, business, and management staff
• Demonstrates effective initiative, organizational and analytical skills, teamwork, attention to detail, judgment and follow through

Responsibilities For Lead Application Support Analyst Resume

• Experience in automation or at least some scripting skills (Unix/Powershell/VB)
• Strong SQL Server 2005 skills; ability to both troubleshoot and write SQL queries and/or stored procedures
• Strong Windows Server 2000/2003 skills
• Multitask and prioritize workload effectively
• Strong facilitation, negotiation and persuasion skills
• Extremely strong written communication skills required

Responsibilities For Front Office Application Support Analyst Resume

• Extremely Strong verbal communication skills required
• Strong skills on administration and configuration of: BOCS, D2, D2LS, xPlore, CTS, RPS, PRM
• Detail oriented, able to prioritize and work independently - time management skills are vital
• Strong and proven experience in the analysis and resolution of highly complex technical incidents
• Previous experience of working within a global organization effectively leveraging cross regional teams

Responsibilities For Application Support, Analyst Resume

• Good people skills with focus on customer service, comfortable with collaboration and reaching across functional borders
• Superior Unix skills (3+ years experience)
• Superior Oracle skills (3+ years experience)
• Proficiency in technical troubleshooting and effectively communicating and engaging with large lenders
• Experience working in an IT development environment based on the Microsoft .NET framework; good understanding of .NET technologies and languages
• Good understanding in Oracle Standard interfaces, Oracle Workflow and Integrations and experience working in oracle custom modules
• Good understanding & hands-on experience in oracle performance tuning is added advantage
• Prior experience with implementing policies to improve production process by improving the productivity of people, software, applications, and equipment

Responsibilities For Associate Application Support Analyst Resume

• Solid Experience in supporting Equity Research systems. Workflow system, distribution system and CRM, etc
• Have a strong sense of accountability and responsibility for providing excellent client service and support
• Use trouble shooting skills to solve software or application issues
• Prior experience of using workflow based applications desirable
• Prior experience in writing business requirements and process improvements

Responsibilities For Mobile Application Support Analyst Resume

• Proven experience of providing SAP Support for ECC or BI
• Moderate developed business process analysis/mapping skills
• Basics: Windows/Linux skills, Networking B-Oracle, SQL,Sybase
• Prior experience in banking or financial institution, with focus on payment applications and/or ACH network
• Work collaboratively and effectively with customers and other IT teams within the organisation
• Effectively manage the customer relationship with the end-user community

Responsibilities For Technical Application Support Analyst Resume

• Prior experience in a client services/production management role (beneficial)
• Experience with financial applications support or QA experience
• Complete production readiness reviews for new releases and validate the supportability of changes prior to introduction into production
• Total experience in IT and 5 years of relevant experience is required
• Effectively follow documented procedures to ensure continuous system operations and scheduled processing
• Basic SQL skills for data gathering
• Unix skills (navigation and scripting)

Responsibilities For Production Application Support Analyst Resume

• 1-2 of hands on experience with Java/J2EE, UNIX (Shell scripting) & SQL knowledge and hands-on experience
• Demonstrated experience with desktop and mobile applications
• Overall experience and 3+ years of Application Development work experience throughout the entire project lifecycle
• Experience in a financial institution IT Environment and good knowledge of financial industry and related products are required
• Good experience of Infrastructure, servers and OS (Linux, Windows)
• Good experience of Infrastructure, servers and OS (Windows, VM), Windows administration
• Prior DevOps experience is preferable

Responsibilities For Application Support Analyst CRM Resume

• Prior experience in technical support or software development
• Software and business systems design, analysis, development and support skills required
• Proven experience working in a Production/Application Support environment
• Strong .NET, ASP, SQL, HTML, JavaScript experience
• Desirable Skills Required
• Intermediate to advanced SQL, MS Excel, MS Access and Visio skills
• Proficiency in technical troubleshooting and effectively communicating and engaging with large lenders both verbal and written
• Experience in computing, support, development, architecture and/or client/server n-tier application experience required

Responsibilities For Encompass Application Support Analyst Resume

• Confident self starter who can work with diverse teams and alone effectively
• Microsoft Excel (intermediate skills)
• Presentation Skills via phone or live
• Work experience that reflects a proven track record or proficiency in the competencies noted
• Excellent inter-personal skill and customer-focus
• Effectively work with technical and business people
• 1st level Unix Admin skills (Solaris and/or Linux)

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Highlights from Day 3 of Trump’s hush money trial

What to know about trump's hush money trial.

• Former President Donald Trump's hush money trial resumes in New York City for the third day today with jury selection. Twelve jurors have been seated so far, with new additions today including a man who works in investment banking and a security engineer.
• Tuesday's proceedings in state Judge Juan Merchan's courtroom were marked by fiery exchanges over Trump's behavior and old Facebook posts of prospective jurors.
• Trump has pleaded not guilty to 34 counts of falsifying business records related to a $130,000 payment made to adult film actor Stormy Daniels at the end of the 2016 election cycle to keep her quiet about her allegation that she and Trump had a sexual encounter. Trump has denied the affair.
• Catch up with what you missed on Day 2 .

Trump returns to Trump Tower

Megan Lebowitz

The former president's motorcade has returned to Trump Tower after the third day of the hush money trial.

Meet the 12 jurors at Trump’s hush money trial

Rebecca Shabad is in Washington, D.C.

All 12 jurors, plus an alternate, were selected this week to serve on the jury after they made it clear to both sides that they could render a fair and impartial verdict.

Prosecutors and the defense team whittled down a pool of nearly 200 people to 12 jurors and an alternate after having grilled them about their personal histories, political views, social media posts and ability to remain impartial despite any opinions they might have about the polarizing former president.

Here's a brief description of each juror.

Read the full story here.

Trump attorney asks who the DA plans to call as first 3 witnesses

Zoë Richards

Trump attorney Todd Blanche asked whom the district attorney's office plans to call as its first three witnesses. Joshua Steinglass of the DA’s office refused on the basis that Trump has been tweeting about them.

Judge Merchan said he does not fault the DA’s office for its position. Blanche said Trump will not tweet about the witnesses, which Merchan said Blanche cannot promise, and he told him to treat the information as “attorneys’ eyes only.”

Merchan declined to order the DA’s office to name its first three witnesses, and Steinglass did not otherwise agree to do so.

Trump continues criticizing the case after court proceedings end for the day

Trump addressed reporters after court was dismissed for the day. He said that he was supposed to be in states like Georgia, New Hampshire and North Carolina to campaign but that instead "I've been here all day" for an "unfair trial."

Trump held up a stack of news stories and editorials that he said were critical of the case. He continued railing against the trial. "The whole thing is a mess," he said.

Trump did not respond to shouted questions from reporters.

Judge gives instructions to newly sworn-in jurors

Matt Johnson

Judge Merchan gave instructions to the jurors who were sworn in minutes ago. Among them: Do not discuss the case.

The jurors were then escorted out of the courtroom and walked past the defense table, from which Trump stared at them.

Court ends for the day. Dismissal on Monday and Tuesday will be 2 p.m.

Gary Grumbach

The court has decided that 2 p.m. will be the trial end time next Monday and Tuesday.

Here's the gender breakdown of the 12-person jury

Ginger Gibson Senior Washington Editor

The jury is seven men and five women.

Jurors are sworn in

The jurors selected today to sit on the panel were sworn in, vowing to hear the case in a "fair and impartial manner."

Trump watched as they raised their right hands for the swearing-in.

Jury selection will continue tomorrow for the six alternates.

Twelve jurors have been selected

The court has now seated 12 jurors.

“We have our jury,” Judge Merchan said when the 12th juror was picked.

The next six jurors selected will serve as alternates.

“I’m hopeful we will finish tomorrow,” the judge added.

Potential juror says she was a Bernie Sanders supporter when posting critically about Trump

A potential juror has been brought back into the courtroom for questions about her social media posts.

As she read one of her posts to the court, she said she was a Bernie Sanders supporter at the time.

“I was in a disturbed frame of mind during that election cycle," she said, adding that she no longer holds the positions expressed in the post.

Two more jurors seated, bringing the total to seven

Two new jurors have been seated, bringing the total seated back to seven after two were dismissed earlier.

The jurors are a man who works in investment banking and a man who is a security engineer.

Trump attorney questions juror's social media posts about former president

Alexandra Marquez is based in Washington, D.C.

Susan Necheles, a Trump attorney, is challenging Juror No. 430 for cause.

She alleges that the juror's posts through 2020 were vitriolic and that the juror called Trump a “racist, sexist narcissist” on social media.

Necheles also said the juror said, “Trump is an anathema to everything I was taught about Jesus … and could not be more fundamentally un-Christian.”

Defense lawyer cites book of journalist who is in the courtroom

Trump lawyer Susan Necheles referred to New York Times reporter Maggie Haberman's book "Confidence Man: The Making of Donald Trump and the Breaking of America."

Haberman, who is covering the trial, is in the courtroom as part of the small pool of journalists allowed inside to share information about the jury selection process.

Prospective juror says it was pretty difficult not to have strong feelings about Trump during his presidency

One potential juror said it was pretty difficult not to have strong feelings or conversations about Trump during his presidency.

"There’s so much information about him everywhere. So no matter how you feel, you’re seeing things online," she said. "I mean he was our president, everyone knows who he is.”

One juror says they're a centrist and 'everybody needs a chance'

Jillian Frankel

One juror who was just questioned during voir dire told Necheles that they are a "centrist."

The juror added, "Everybody needs a chance, regardless of who they are, to be innocent until proven guilty.”

Court takes brief break to discuss strikes

The court has taken a brief break to discuss which jurors each side would like to strike.

Both the prosecution and defense have four remaining preemptory strikes. Both sides could each request that jurors be struck for cause.

Potential juror shares encounter with Trump and ex-wife 'shopping for baby things'

One prospective juror, who says they were born and raised in Brooklyn, described encountering Trump and his ex-wife Marla Maples once while they were "shopping for baby things" at ABC Home, an iconic Manhattan home goods store known for quirky, upscale decor.

Trump and Maples were married in the 1990s and share one daughter, Tiffany Trump.

Prospective juror says she doesn't have 'strong feelings' about Trump

One prospective juror told Trump's lawyer, "His politics aren't always my politics," but said she agrees with him on some policies and disagrees with him on others.

"But as a human being, that's a different topic," she said.

Asked about social media activity, she said, "Politics just seems like a nasty thing to be posting about during a national crisis."

She added, "I just don’t have strong feelings about President Trump at this point...I don’t post about him.”

One juror previously met Trump's lawyer

One of the jurors being questioned by Steinglass says she previously met one of Trump's attorneys.

Asked by Steinglass if this juror could remain impartial despite that, the juror said she had no concerns about her impartiality.

Prosecution refers to 'accomplice liability' to explain case theory

Laura Jarrett

For the second time in a week, the prosecution has used a notable example of “accomplice liability” in explaining their theory of the case to the prospective jurors.

Steinglass says that Mr. Trump is being held liable just like a husband who hires a hitman to kill his wife would be — even if the husband is in a different city when it happens, he’s still criminally liable.

One juror says she's concerned she knows too much about the case

One prospective jurors who said during the questionnaire that she had read Mark Pomerantz's book and was worried she knows too much about the case.

"I’m worried that I know too much," she said. “And academically, I know I have put it to the side. I’m worried that it’s going to seep in, in some way.”

Pomerantz is a former prosecutor who once oversaw the Manhattan District Attorney Office’s investigation into Trump.

Trump appears skeptical as voir dire begins

Trump watched skeptically as Steinglass asked the jurors whether any of them felt the district attorney would have to prove more because Trump is not like any other defendant.

Trump's body is not turned toward the jury or Steinglass, but his head is. Blanche and Bove are watching Steinglass and the jury more intently.

Trump then scribbled on a piece of paper and handed it to Bove, who shared it with Necheles. She then had a short exchange with Trump.

Judge Merchan says voir dire of prospective jurors will begin

The judge told the group of 18 prospective jurors that previously went through the questionnaire that they will now be questioned by both sides, with the prosecution up first.

Court back in session

Merchan is back on the bench and court is back in session. Attorneys for both sides will now question prospective jurors.

Spotted outside of the courthouse: former GOP Rep. George Santos

Former Rep. George Santos, R-N.Y., was spotted outside of the courthouse. He did not answer a question from NBC News about what brought him here today.

Santos was ejected from Congress in December after he was federally charged with crimes like wire fraud and money laundering. He has pleaded not guilty. He is currently running for Congress in New York as an independent.

Court goes on a lunch break

The court has recessed for lunch until 2:15 p.m.

Juror dismissed after tying Trump to Berlusconi

One juror was just dismissed after disclosing that he was born and raised in Italy and then comparing Trump to Silvio Berlusconi, the former prime minister of Italy.

Berlusconi, who died last June, was an infamous womanizer and was convicted of tax fraud in 2013.

Potential juror says he's a few credits short of a college degree

One potential juror said that while he graduated from high school, he is a few credits short of a college degree, "which kills my parents."

A cold courtroom

Blanche, Trump's lawyer, just asked if they could make it warmer in the courtroom, saying, "it’s freezing" in the room.

Merchan agreed, "It’s chilly in here, no question."

Merchan excuses Juror No. 4

After they had a conference with the juror, Merchan announced he's excusing juror No. 4, who had previously been seated and sworn him. His prior arrest was questioned by the DA.

Seated juror 'expressed annoyance' about his personal information becoming public

A seated juror was called for questioning, with prosecutors inquiring about whether or not he was truthful in answering questions about his past criminal history.

Following a conference between the juror and Merchan, the judge said, the juror "expressed annoyance about how much information was out there about him in the public.”

And Merchan sealed the portion of the transcript where he says the juror discussed "highly personal" information.

Trump left the courtroom while decision on Juror 4 being made

Trump exited the courtroom at 11:45 a.m. He returned about eight minutes later.

One prospective juror works in law enforcement

One potential juror said that he has worked in law enforcement for 34 years and, in his spare time, he has season tickets to New York Rangers games and enjoys going to Yankees games.

Dismissed juror has "satirized Mr. Trump, often" online

Another dismissed juror, Mark, spoke to NBC News' Vaughn Hillyard outside the courthouse, telling him that he determined he couldn't be fair and impartial because, "I have satirized Mr. Trump, often, in my artwork."

Mark added, "There’s no way that Blanche — who’s not going to rely on the kindness of strangers — would permit me to be on the jury ... There’s no way that after my online presence ... that they would regard me to be fit to serve."

Mark's online comedy hadn't yet come up in the process when he raised his hand to signal he couldn't be fair and impartial, but he was sure Trump's lawyers would figure it out.

"It would be a waste of their time and, frankly, as a taxpayer, our money —for me to clog up the process," he added. 

Juror 4 has arrived

The person previously seated on the jury has come into the courtroom. He is going to be asked about crimes he or his wife are alleged to have committed, after they were unearthed by the DA's office.

Court takes a brief break

The court has taken a brief break.

One juror has read part of Michael Cohen's book

One of the jurors responding to questions said she has read several pages of "Disloyal," a book by Michael Cohen, Trump's former personal attorney, who is a potential witness in this case.

The juror said she read part of the book for unspecified "business reasons." Earlier in her questionnaire, the juror said she works in publishing, but it's unclear whether the book was directly related to her job.

Prospective juror says while he doesn't have strong beliefs aboutTrump, he does read The New York Times

A prospective juror who was just questioned said that while he doesn't have any strong opinions or firmly held beliefs about Trump, he does "read the news, New York Times and so forth."

The same person said he follows Trump's Truth Social posts, as well as Michael Cohen on X.

Potential jurors say they have read Trump's "The Art of the Deal"

One potential juror who said she subscribes to The New York Times, mainly for the crossword puzzle, said she read Trump's "The Art of the Deal" book decades ago.

The juror also said she has a relative who works for the Justice Department.

Another juror, who said he works in finance, also said he read "The Art of the Deal."

Questionnaire highlights tension points for potential jurors

The potential juror being questioned now by the judge encapsulates how tough it is for some working professionals called for jury duty in Manhattan to say they cannot be fair and impartial. This is a person who is a practicing attorney. 

She appears not to want to say publicly she can’t be fair, notwithstanding some deep sighs we can hear from her. She also clerked for a federal judge and discussed the case with him, so she’s treading carefully.

Dismissed juror: Trump "looked less orange" than I expected

One dismissed juror spoke to MSNBC's Yasmin Vossoughian outside the courthouse following her exit from the case.

"Everyone was shocked, everyone was frozen," said the woman, identified only by her first name, Kat. She recounted the moment she and fellow prospective jurors walked into the room and realized they'd been called for the Trump trial.

“We went into the courtroom and we saw Donald Trump ... I was shocked, I was sitting in the second row, like 6 feet away," she added.

Before showing up for jury duty, “I didn’t really [follow the case], I was too busy," Kat said, but added that she just became a U.S. citizen in August and realized, "I feel the duty, I’m a citizen and I have responsibilities.”

Asked about how Trump looked in the courtroom, Kat said, "He looked less orange" than she was expecting.

She added, “He doesn’t look angry or — I think he looks bored, like he wants this to finish.”

Potential juror said she discussed former Manhattan DA Mark Pomerantz's book with others

Summer Concepcion

The first potential juror said she had discussed the case at length with co-workers, including a book written by Mark Pomerantz , the former Manhattan district attorney who led the investigation into Trump’s alleged financial crimes . She said she hasn't read any of the books written by Michael Cohen or Trump.

The woman also disclosed that she attended the Women's March after Trump took office.

48 prospective jurors excused after signaling they can't be fair or impartial

After Judge Merchan told the pool of prospective jurors to raise their hand if they can't be fair and impartial, 48 out of 96 were excused.

Trump again closes his eyes while Merchan reads jury instructions aloud

Katherine Doyle

Trump again closed his eyes while Merchan read aloud jury instructions. He didn't open them when his lawyer Emil Bove passed a note to Blanche in front of him.

Merchan is soft-spoken and his voice has a relaxing tone. Trump is seen moving his head back and forth while his eyes remain closed.

Trump yawned as Merchan reached the end of the jury instruction.

Juror issues raise questions about trial timeline

The fact that we now have one juror dismissed already this morning and one potentially on the rocks (for apparently not being forthcoming on the questionnaire) shows the challenges in predicting when a final slate of 12 jurors will be empaneled. 

It also shows how waiting several more days before the opening statements runs the risk that more jurors will drop out as they sleep on the gravity of being involved in this case.

DA's office says Trump has violated judge's gag order seven more times

Prosecutor Chris Conroy handed up a new order in response to Trump's social media posts. The DA alleges that Trump has violated the judge's gag order seven more times and he wants the posts included in the hearing scheduled for Tuesday.

Yesterday, the former president complained about the jury selection process and Conroy said that "most disturbingly" Trump quoted a Fox News host suggesting that "undercover" liberal activists are lying to get onto the jury.

Conroy said the DA's office is still considering options in terms of sanctions prosecutors are seeking.

Merchan raises concerns about "the veracity of Juror #4’s answers"

After discussion about the gag order, Merchan said he had concerns about one of the jurors and how truthfully the person had answered questions.

One of the questions on the juror questionnaire asks if the juror or any of their family members were accused of a crime.

Joshua Steinglass of the DA's office told Merchan that they discovered an article featuring a person with the same name who was arrested in Westchester in the 1990s for tearing down political advertisements.

Merchan implores the press to use 'common sense' when reporting jurors' descriptions

Merchan asked reporters to use "common sense" when describing the jurors' physical descriptions.

"There was really no need to mention that one of the jurors had an Irish accent," he said.

A juror has been excused from duty

Juror 2, the oncology nurse, has been excused from duty. As court started today, Merchan told lawyers on both sides that the juror called and conveyed that after sleeping on it, she had concerns about being fair and impartial.

She had concerns about her identity becoming public and said that friends and family have already inquired about whether she is a juror. The juror added that given these outside influences, she was concerned about her ability to be fair and impartial.

An oncology nurse, a corporate lawyer and a man with "no spare time": Meet the first 7 jury members of Trump’s hush money trial

The first seven people were selected to serve on the jury in Trump’s  hush money trial  in New York on Tuesday after they made it clear to both sides that they could render a fair and impartial verdict.

They were chosen on the second day of the trial after prosecutors and the defense team whittled down  a group of 96 potential jurors . At one point, Merchan  admonished Trump after he observed him  audibly mouthing something  in the direction of one of the jurors, who had been asked about a social media post she made the day Joe Biden was declared the winner of the 2020 election.

“I won’t tolerate that,” Merchan said. “I will not have any jurors intimidated in this courtroom.” Trump’s lawyers ultimately eliminated the woman from the jury pool.

The seven chosen so far were sworn in Tuesday and directed by Merchan to return to court Monday.

Twelve people will be seated on the jury, and each side will select alternates. The trial is expected to last as long as eight weeks.

Read more on the seven jurors selected so far.

Day 3 begins

Merchan has taken the bench — a few minutes early — and started Day 3.

Trump is taking a phone call at the defense table

Trump is using his phone in the courtroom, openly flouting the rules of the courtroom. Blanche just told him to stop and Trump tucked the phone in his pocket while looking annoyed.

Prosecutors seek to ask Trump about civil fraud, E. Jean Carroll cases and more if he testifies in hush money case

Dareh Gregorian

Prosecutors from the Manhattan district attorney’s office said in a court filing yesterday that they plan to ask Trump about the  costly verdicts  and findings of wrongdoing in his numerous civil cases if the former president decides to  testify in the criminal case  — though the permissibility of that line of questioning remains to be seen.

The prosecutors said they intend to ask Trump about the judgment in New York Attorney General Letitia James’ civil fraud suit against him and his company, as well as a pair of verdicts in lawsuits brought by writer E. Jean Carroll. The judgments in the three cases total  almost $550 million  and include findings that Trump  committed fraud  in the AG’s case and that he is liable for  sexual abuse  and  defamation  in the Carroll case.

District Attorney Alvin Bragg’s office also plans to mention findings by the judge in the civil fraud case that Trump  violated a gag order  and “ testified untruthfully  under oath” during the trial.

Prosecutors said they want to be able to bring up those findings — which  Trump is appealing  — “to impeach the credibility of the defendant” if he takes the witness stand.

Trump said last week he  “absolutely“ plans to testify  but is under no obligation to do so.

Trump lawyers in Florida classified docs case seek more time to meet deadlines in order to "defend him in New York and before this Court"

In a filing today, Trump’s legal team representing him in the classified documents against him in Florida are seeking more time to meet deadlines in order for them to “defend him in New York and before this Court.”

Trump’s lawyers argue that their client and his counsel “cannot prepare — or even discuss — the required filings anywhere but an appropriate SCIF (sensitive compartmented information facility), a virtually impossible task given” the former president and his lawyers Blanche and Emil Bove’s involvement in the hush money trial.

“The special counsel’s office argues President Trump’s constitutional rights are ‘not implicated’ because his counsel has had ‘months to prepare the submissions at issue’ and will ‘only be in trial four days a week in New York,’” Trump’s lawyers wrote in the filing. “This premise is untethered to reality and disregards the substantial motion practice that has occurred before this Court.”

Trump departs Trump Tower

Brittany Kubicko

Trump has left Trump Tower and is headed to the courthouse for Day 3 of his hush money trial.

Fiery exchanges over Facebook posts and Trump’s behavior mark second day of trial

Jonathan Allen

The first seven jurors were selected for Trump’s hush money trial Tuesday amid a battle over prospective jurors’ old Facebook posts and calls to “lock him up” and the judge’s warning that the former president should not try to intimidate the panelists who will be deciding his fate.

“I will not have any jurors intimidated in this courtroom. I want to make this crystal clear,” Merchan told Trump and Blanche outside the jurors' presence. Merchan told Blanche his client was “audibly” saying something in the direction of the juror while she was “12 feet away from your client.”

Merchan said that he didn’t know what Trump was saying but that he’d been “muttering” and “gesturing” at the juror, and he directed Blanche to talk to his client about his behavior. Blanche then whispered something into Trump’s ear.

The incident underscores Trump’s penchant for acting up in court and the problems his lawyers might have keeping him in check. He spoke loudly in front of jurors during the E. Jean Carroll defamation trial and at one point stormed out of his civil fraud trial — two trials he appeared at voluntarily. His presence is required in the criminal case, and the trial could last as long as eight weeks.

The current drama came on the second day of jury selection as seven jurors were selected for the case. The jury is anonymous, so their names weren’t used in open court, but panelists include a lawyer, a salesman, an oncology nurse, an IT consultant, a teacher and a software engineer. The seven were sworn in and told to return to court Monday.

Read the full story here

The first jurors have now been chosen for Trump’s criminal hush money trial after a cross-section of Manhattan residents openly revealed their views of the likely GOP nominee. NBC’s Laura Jarrett reports for "TODAY."

On trial off-day, Trump complains about jury selection process for his criminal case

Trump ripped the jury selection process in his historic New York criminal trial yesterday, the day after the first seven jurors were selected out of a pool of almost 100 people.

Posting about the hush money trial on its scheduled off-day, Trump — who has repeatedly accused the judge in the case of being biased against him — suggested incorrectly that he should be entitled to unlimited strikes of potential jurors in his criminal case.

“I thought STRIKES were supposed to be ‘unlimited’ when we were picking our jury? I was then told we only had 10, not nearly enough when we were purposely given the 2nd Worst Venue in the Country,” he wrote on Truth Social before he decried the criminal cases against him as “election interference” and part of a “witch hunt.”

Under New York law, each side does have an unlimited number of strikes “for cause,”   but Merchan, the judge presiding over the case, can decide whether or not that cause is worthy of a strike.

The two sides are also entitled to a limited number of “peremptory strikes” — potential jurors they can dismiss. Because Trump is charged with a Class E felony, which is a lower-level felony, he and prosecutors are entitled to 10 peremptory challenges each. (The number goes up to 20 for defendants facing the highest level of felony charge, Class A.)

While Merchan has dismissed scores of potential jurors who said they could not be impartial or had scheduling conflicts, he has dismissed only two for cause in the two days since jury selection began . One was a person who had written “lock him up” of Trump in a 2017 social media post. Merchan denied some other Trump cause dismissal requests, including one for a woman who had posted on Facebook about celebrating Joe Biden’s 2020 election win.

Trump’s attorney Todd Blanche then used one of his peremptory challenges to remove the woman.

Read the full story

Trump hush money trial resumes with jury selection after day off

Jury selection is set to resume in former President Donald Trump's hush money trial in New York City after a break in action yesterday.

With seven jurors already having been selected from a pool of 96, the schedule for today will focus largely on questioning potential jurors in a second group of the same size to see whether they can be fair and impartial when it comes to Trump. State Judge Juan Merchan has said he hopes to have 12 jurors, as well as alternates, selected by the end of tomorrow.

Prosecutors and lawyers for Trump will have less opportunity to dismiss potential jurors going forward, because both used six of their 10 peremptory challenges Tuesday.

While both sides can make an unlimited number of challenges for cause, it is up to the judge to decide whether to grant those challenges and strike those jurors. Merchan dismissed two jurors for cause Tuesday, one of whom had posted a “lock him up” message about Trump on Facebook, but he denied some other challenges.