Infrastructure Service Support Analyst Resume Sample

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Nathen Jones
45828 Moen Via,  Dallas, TX
+1 (555) 948 1081

Work Experience

Senior Infrastructure Service Support Analyst
10/2017 - PRESENT
Philadelphia, PA
  • Identify opportunities and drive improvements into the organization
  • Develop SME knowledge and become a key resource within CCB PAC
  • Perform process monitoring to ensure incident, problem, and change record integrity and overall process adherence
  • Lead operational readiness and training efforts to ensure CCB PAC and Production Management preparedness
  • Participate in the delivery of training and communications
  • Create and maintain CCB PAC knowledge documentation
  • Assist in driving to root cause for production issues that Enterprise Systems' applications are engaged
Infrastructure Service Support Analyst
02/2011 - 04/2017
Houston, TX
  • Provide detail notes of highly visible production issues (P1 level tickets) on a timely basis to the on-call production
  • X7 Eyes on glass monitoring of Critical Business Applications and Infrastructure
  • Rapid identification and response to monitoring alerts
  • Triage alerts and perform fault domain isolation
  • Review of monitoring tools to ensure accuracy and keep tools evergreen
  • Review application dashboards and identify chronic issues and help determine root cause analysis
  • Escalate instances of a Supplier’s non-compliance with agreed upon Contract terms to Category Sourcing, Legal, Finance, TPMO, LOB management and other Stakeholders, as appropriate, to determine course of action (e.g. escalation, holding invoice payments, legal action)
  • Provide reporting governance for application and infrastructure lifecycles, products and services
  • Take input from Incidents, RCA’s and chronic reports to adjust monitoring solution
Senior Infrastructure Service Support Analyst
02/2007 - 09/2010
Dallas, TX
  • Perform day to day activities associated with Multiple Storage change requests
  • Perform daily review of Impacting Storage change to efficiently manage workflow
  • Plan, coordinate, and manage lower (non-prod DEV, IST, and QA) environment sync ups prior to and post releases
  • Experience within Test Environments (Pre-Production Environment) to ensure successful delivery of fully tested code
  • Participate in all aspects of the change process for refresh projects including: execution, workflow management, escalation, and planning
  • Participate in major change events ensuring planning, pre-checks, and execution are addressed leading to successful events
  • Develop and support routine operational activities with automation
  • Capable of acting as business liaison, translating business needs to technical requirements and providing point of contact to business and management


Johnson & Wales University (JWU Charlotte)
2003 - 2007
Bachelor's Degree in Management

Professional Skills

  • Analytical skills in diagnosing and resolving problems accurately, thoroughly and timely
  • Possess critical thinking and troubleshooting skills
  • Establishing strong command and control of an Incident, establishing clear accountability and methodical evaluation of complex issue scenarios
  • Applying technical and environmental knowledge and experience to develop and drive appropriate work streams, forming paths to resolution
  • Experience with WILY, Netcool, SCOM, Splunk and Dynatrace monitoring tools
  • Experience in developing Splunk applications Or EDGE Appboard/EnPortal
  • Experience with UNIX operating systems (command line)

How to write Infrastructure Service Support Analyst Resume

Infrastructure Service Support Analyst role is responsible for reporting, database, events, automation, troubleshooting, analysis, planning, transmission, legal, supervision.
To write great resume for infrastructure service support analyst job, your resume must include:

  • Your contact information
  • Work experience
  • Education
  • Skill listing

Contact Information For Infrastructure Service Support Analyst Resume

The section contact information is important in your infrastructure service 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
  • Email
  • Telephone number

Work Experience in Your Infrastructure Service Support Analyst Resume

The section work experience is an essential part of your infrastructure service 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 infrastructure service 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 infrastructure service support analyst position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions. Representative Infrastructure Service Support Analyst resume experience can include:

  • Analyze daily, weekly, and monthly reporting with a focus on change benchmarks
  • Assist in driving to root cause for Enterprise Systems' applications
  • Thorough knowledge of connectivity and data transmission methodologies specific to Internet protocols such as SFTP, FTPS, HTTPS, and AS2
  • Self starter - ability to work independently with minimal supervision
  • Participate as needed audits
  • Support and Enforce Change Restrictions

Education on an Infrastructure Service Support Analyst Resume

Make sure to make education a priority on your infrastructure service 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 infrastructure service 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 Infrastructure Service Support Analyst Resume

When listing skills on your infrastructure service 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 infrastructure service support analyst skills:

  • Relevant Information Technology experience
  • Network experience
  • Knowledge & experience with the use of PKI technology e.g.: X.509,PGP, SSL, SSH
  • Participate on Incident management bridge calls with the Priority support teams, on-call support application teams and management
  • Priming appropriate materials and follow ups to hand-off to the Root Cause Analysis phase in the Problem Management process
  • Able to work a 12 hour shift pattern as determined by the hiring manager (this is likely to include weekend working)

List of Typical Skills For an Infrastructure Service Support Analyst Resume


Skills For CCB Infrastructure Service Support Analyst Resume

  • Ensure incident data is accurately captured and documented in the incident recording tools
  • Familiarity with Resource Management techniques
  • Perform Change Review, Change Approval, Change Collision Analysis, and Change Coordination
  • Provide detail notes of highly visible production issues (P1 level tickets) on a timely basis to the on-call production support staff
  • Provide production support for any quarterly releases, conversions or projects
  • Own and drive incident management bridge calls and chats with production management, application development, infrastructure teams, and senior leadership with the purpose of remediating customer impacting incidents quickly

Skills For Senior Infrastructure Service Support Analyst Resume

  • Competent and reliable adherence to critical process and procedure, and appropriate escalations in support of production incidents
  • Distribution of clear and concise communications, summarizing incidents and the business/customer experience to a wide group of technical and non-technical audiences
  • Provide detailed notes of highly visible production issues (P1 level tickets) on a timely basis to the production support staff and executive management
  • Provide additional support for any quarterly releases, conversions or projects as required

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