IT Production Support Resume Sample

5.0
1 vote
Jakayla Olson
9102 Nitzsche Tunnel,  Houston, TX
+1 (555) 420 5868

Work Experience


IT Production Support Specialist
01/2017 - PRESENT
Philadelphia, PA
  • Managing the project tracking, logging, resolution analysis and documentation
  • Metrics tracking and issue resolutions
  • Scheduling: Maintain and execute a schedule to drive routine maintenance and tasks throughout the IT team
  • Process Expectations: Manage and define the support function at CVS Health with the goal of managing the expectations of the build and release team and serve as a compass for the support team
  • Supervise: oversee IT release and support staff, direct team resources to complete departmental projects and response to urgent requests. Hold the team accountable to standards and deadlines
  • Process Measurement: Provide measurable data to IT Director on Key Process Indicators (KPIs) on support process to drive continual process improvement
  • Expect occasional off-hours, shift work, or weekend hours as needed to support Production and Releases
  • Employee is occasionally required to stand for long periods of time
Professional, IT Production Support
11/2012 - 07/2016
Detroit, MI
  • Good command of English with excellent communication and coordination skills
  • Day to day vendor management ensuring SLA’s and KPI’s are being adhered to
  • Equivalent experience in Production Support
  • Work 24/7 On-call for production issues
  • At least 4-5 of experience with programming in Java, C, C++,Pro C, UNIX, Shell Scripting, Oracle
  • Experience with Oracle, SQL, PL/SQL
  • Experience with Mainframes (IMS, JCL, Cobol, CICS, MQ)
IT Production Support Intern
01/2006 - 09/2012
New York, NY
  • Solid experience in supporting middle to back office systems and front to back functions in the global environment
  • Solid experience in supporting Cash Equities, Finance and Research distribution systems
  • Experience in supporting Back office settlement system. SunSystems Accounting, Reconciliation, Research distribution systems is an advantage
  • Strong knowledge and skills in database query including Oracle, Sybase and MSSQL
  • Strong knowledge in Unix (preferably SUN Solaris) and Windows platforms
  • Self-starter and responsible, able to follow issues through until closure
  • Able to oversee the system implementation, deployment and production release processes

Education


Warren National University
2000 - 2005
Bachelor's Degree in Management Information Systems

Professional Skills


  • Solaris, Linux/Unix & Database querying (SQL/Oracle/Sybase) skills/experience is a requirement
  • Demonstrates good organizational and delegation skills and efficient/effective management of one’s own and other’s time
  • Experience with leading teams and managing the workload for a team
  • Act as a support liaison between the Product Owner team and Market shareholders to communicate upcoming priorities and releasing of bug defects
  • Experience leading resolution of issues across multiple applications
  • Familiarity or experience with MS SharePoint
  • Experience with source control tools such as Git and SVN

How to write IT Production Support Resume

IT Production Support role is responsible for database, finance, retail, training, mac, security, java, design, research, digital.
To write great resume for it production support job, your resume must include:

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

Contact Information For IT Production Support Resume

The section contact information is important in your it production support 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 IT Production Support Resume

The section work experience is an essential part of your it production support 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 it production support responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular it production support position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions. Representative IT Production Support resume experience can include:

  • Working experience in Linux/Unix-like platform
  • Experience supporting Cloud and SaaS Applications and SSO, including Google Apps for the Enterprise including Gmail, Calendaring, Drive, Sites, and Groups
  • Solid working knowledge of Mac and Lenovo hardware including laptops & desktops
  • Experience with supporting people remotely
  • Experience supporting a production office and software (ie. Final Draft, Office, Google Docs)
  • Experience supporting a movie and television production office and production applications (Scenechronize, Final Draft, Office)

Education on an IT Production Support Resume

Make sure to make education a priority on your it production support resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your it production support 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 IT Production Support Resume

When listing skills on your it production support 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 it production support skills:

  • Overseeing an offshore team of 5 resources who are responsible for executing production jobs 24 7 and keeping the lights on
  • Aligning with our Cyber Security Team to mitigate vulnerabilities and continuously improve our security posture
  • Assists in design and development for applications that support monitoring, error detection, scripting and fulfillment
  • Promptly answer the NOC phone line in a professional manner, taking notes, and responding accordingly. Re-direct and/or transfer and/or conference as required
  • Practical infrastructure and application monitoring product knowledge (i.e. AppDynamics, BigPanda, Sitescope, Splunk)
  • 24 X 7 production support operations. On-call as needed

List of Typical Experience For an IT Production Support Resume

1

Experience For Professional, IT Production Support Resume

  • Experience with film/TV studio culture and familiarity of team structure and components of a production company
  • Audio/Video knowledge and troubleshooting including video conferencing
  • Familiarity with fundamental networking/distributed computing environment concepts; local and network based user and group accounts and permissions
  • Knowledge of imaging and sys mgmt software including Landesk and Jamf
  • In depth knowledge of and the ability to perform advanced troubleshooting on Mac OS, Windows 7 & 8, and various applications including Office
2

Experience For Financial Crimes IT Production Support Resume

  • PDA and tablet device support including iPhone, Android, Windows
  • In depth knowledge of and the ability to perform advanced troubleshooting on Mac OS, Windows 7,8 & 10, and various applications including Office and Adobe software
  • Mobile device support including iPhone, Android, Windows
  • Coordinating with process owners to agree how improvements can be progressed and integrated into the process, before adding to the development pipeline and rolling out
  • Using existing and proposing new analysis and metrics to demonstrate alignment to operational frameworks, identify areas for improvement, and encourage improvement and remediation plans
  • Building strong relationships with stakeholders across Finance Solutions, the wider Technology, and other areas to support a 'one team' culture

List of Typical Skills For an IT Production Support Resume

1

Skills For Professional, IT Production Support Resume

  • Prioritise, sense of Urgency
  • .NET development experience (C#, ASP, IIS)
  • Previous e-commerce industry experience
  • Nice to have Experience with Amdocs Ensemble, Clarify and CES 7.5 and above (Enabler)
  • Proficiency in Microsoft Office applications, particularly PowerPoint and Excel, including formulas and basic VBA
  • Monitor the NOC Emails in Outlook for incoming issues, and alerts
  • Execute plan for optimization of Operation’s infrastructure and applications
2

Skills For Financial Crimes IT Production Support Resume

  • Provide oversight/focus on the timely delivery of the Bank’s regulatory reports for OSFI to the business users
  • Contribute to the vision and plan for the achievement of the Unit’s future goals, devising high level plans to achieve them that involve multiple business lines/countries
  • Perform initial triage and first touch resolution across multiple platforms and services, creating and updating ServiceNow tickets, and documenting all actions taken
  • Respond to alert consoles, dashboards, and other alert reporting mechanisms with a sense of urgency to decrease time to acknowledge and time to repair while increasing our first touch resolution rate
  • Serve as a change-agent to identify repetitive issues and opportunities for automation
  • Follow documented standards and policy set forth by IT Governance and IT Security
  • Four to six years experience in call center, local area networking, wide area networking, server, and desktop technologies with demonstrated proficiency in area of specialty
  • Familiar with general project management practices, including the use of project management software/tools
  • Experience in software change/release management where software releases are deployed to multiple environments as well as public-facing systems
3

Skills For IT Production Support Specialist Resume

  • Work in a fact pace, high energy environment with the ability to adapt to change
  • Is self-directed and highly motivated
  • Capable of following and composing process and procedure documentation, training users in complex topics, and interacting positively with production office staff
  • A fact-based and analytical approach, together with the ability to present conclusions effectively
  • Programming background in one of the following languages, C++, Java, or C#
  • Knowledge of the relevant industry standard toolsets and processes needed to drive up customer service in an IT environment
  • A positive desire and ambition to learn new techniques and deliver on challenges
  • Primary focus: Global Broker-Dealer Services (GBDS)
  • Monitor, update, follow-up and create tickets within OPAS and Tracker
4

Skills For IT Production Support Manager Resume

  • Reset and unlock user ID's on the MSCORP domain
  • Create, document and update items within the NOC Wiki,
  • RDP into servers and/or reboot using VMware vShere. Perform IISRESET's and Restart SMTP, as required. Recycle APP Pools on occasion, in response to various Solarwind alerts
  • Monitor the Los Angeles and Milwaukee Server room temperatures regularly, on the Watchdog Console, throughout the shift. Monitor Tipping Point regarding Network Security,
  • Send Outage Notifications, start and monitor conference bridges, as required. Create Outage Reports detailing a timeline of events. Make calls, and engage the appropriate technician, or on call support team member. Ensure that Management is notified and kept informed of all critical issues
  • Strong analytical and detail oriented
  • Ensure systems stay running in a stable state and are meeting SLA requirements
  • Manage budget, resource capacity toward demand, Clarity timesheets, status reports, and meeting minutes
  • Drive process improvement, innovation and out of the box thinking
5

Skills For IT Production Support Supervisor Resume

  • Anticipate business opportunities and changes and drive long-term strategies while maintaining a focus on short-term objectives
  • Drive continuous improvement, efficiency savings and monitoring topics
  • Initiate Eloqua Campaigns and All Clear messages as required. Initiate WebEx and Skype meetings as requested
  • Develop technical expertise in any number of programming languages including but not limited to: JAVA, Javascript, Hadoop, Microsoft.NET (C#, ASP.NET, VB.NET), SQL
  • Direct or classroom experience with Miscrosoft.Net framework
  • Direct or classroom experience with C or C#
6

Skills For Associate Analyst IT Production Support Resume

  • Web UI development or Web UI controls experience
  • Direct or classroom experience with Java
  • Build, standardize and document best practices, processes and procedures for the staff
  • Act as point of contact for all production related activities. Oversee investigation and resolution of major incidents, service change approver
  • Contribute to service reviews with the business and contribute to Business Relationship Manager (BRM) meetings
7

Skills For Leader, IT Production Support Resume

  • Be involved in regular review with service providers
  • Review and approve changes to production
  • Gain functional knowledge to be able to support the service
  • Set and maintain alerts within application monitoring software to ensure performance anomalies are reported immediately. Define, implement improvements and meet SLAs
  • Review new issue items (problems, incidents) assigned to development group and ensure that sufficient information is available with each ticket to proceed with analysis and resolution
8

Skills For IT Production Support Lead Resume

  • Lead the team to be committed to complying with all applicable YL SDLC policies, processes, procedures, methodologies, lifecycles, etc., in contributing to all project deliverables and “zero defect” standards
  • Assign tickets to team members or to another group when applicable
  • Facilitate the hand-off of new release functionality from the development team to the Production Support team
  • Lead productivity improvement programs and preventive maintenance initiatives related to the Production Support team
  • Lead Production Support team members through the analysis, root cause and remediation of tickets
  • Ensure all work effort is documented in JIRA/Service Desk and remains current through closure
  • Periodic updates of application documentation as a result of any changes
  • Facilitate weekly/monthly presentations with Management to explain the health (reliability, availability) of the application
  • Provide management of On-call support for 24x7 coverage

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