Senior Support Analyst Resume Sample

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Virgie Marvin
74900 Bruen Islands,  Dallas, TX
+1 (555) 895 3168

Work Experience


Senior Support Analyst
02/2016 - PRESENT
Chicago, IL
  • Post-secondary education in Business or Computer Science or related field is desired
  • Proactively improve the quality of systems and service, and increase business value
  • Operate within a team which is closely aligned with the business and technology delivery groups and which looks to establish a ‘Follow the Sun’ model building core competencies within the team across the various geographies
  • Perform routine operational tasks such as morning checks on application’s readiness for business use, health check reports, maintenance tasks etc
  • Regular communication to business and technology stakeholders through emails, phone, chat etc. Shift handovers to other location’s support team
  • Five (5) years of experience in finance, decision support or data analysis, including spreadsheets, relational databases, various report writing and other software tools required
  • Experience with PeopleSoft Nvision reporting and query development or SQL query development data warehouses and data mining techniques
  • Lead and inspire the team to provide an excellent service to our customers. Ensure team coverage meets the needs of the business and our clients. Ensure the team is customer-centric at all times by delivering excellent customer experience. Develop and provide insight on the performance of the team in accordance with key performance indicators
  • Act as a single point of contact for all internal IT related user/customer queries/issues. Provide technical support for MS suite of products, PCs, laptops, mobile devices, printers, AV and telecommunication equipment
Remote M Senior Support Analyst
12/2012 - 01/2016
Dallas, TX
  • Help develop iService functionality and extending the Service Catalog and FAQs. Continually train new Service Desk Analysts to ensure they can resolve the maximum % of calls at first line in the shortest amount of time. Be involved in the transition of new Services
  • Ensure all calls are prioritised in order of urgency/impact to the business, allocate calls to internal teams and follow up to ensure SLA targets are achieved and the escalation process is followed at all times. Display elevated working standards ensuring own SLA targets are met at all times and collaboratively ensuring team targets are met
  • Present at induction courses and elsewhere as required, participate in floor walks, provide internal assistance and training on the use of iService and act as a backup for remote site visits when required
  • Manage communications to the business from Service Desk Announcements, ensure the Service Desk Community Site is always relevant and up to date and respond to iService satisfaction surveys and look for improvement opportunities
  • Proactively monitor incident trends looking for potential issues and highlighting them as appropriate. Work with the team to ensure all documentation and the CMDB is kept up to date
  • Take a keen interest in the Service Improvement roadmap for the Service Desk & Support teams that is consistent with both the dunnhumby and Global Support OGSM and is compatible with the Global Service Desk roadmap. Lead commercial acumen within the team, ensuring the team run efficiently for the lowest cost
  • Intranets and Collaborative Systems
  • Microsoft Applications - Windows 7, Office 2010, Outlook
Senior Support Analyst Senior Consultant
10/2005 - 08/2012
Los Angeles, CA
  • Experience developing, supporting or implementing application software
  • Ongoing liaison with BIM's to manage escalated incidents
  • Management of day to day delivery of the application support services to the client from both external and internal suppliers and Barclay's staff
  • Resolution of operational issues within the Application Support teams, impacting on the overall Application Service Delivery
  • Measure and monitor the operational performance against agreed service level agreements and associated cost models
  • Management of the implementation of change against client plans, service plans, business and benefits cases for the applications
  • Ongoing liaison with BIM’s to manage escalated incidents
  • Experience in supporting cash equities, Derivates and Fixed Income business units, front office trading applications

Education


St. Lawrence University
2000 - 2005
Bachelor's Degree in Computer Science

Professional Skills


  • Superior communication skills, including telephone, virtual methods, written, and verbal skills in local language and English
  • Strong communication skills (written and oral); ability to deliver information in a way that is clear, concise, and compelling
  • Strong all-around IT background and proven experience in electronic trading markets on
  • Experience working within global teams , good communications skills
  • Exceptional communication skills both written and verbal as well as the ability to deal with multiple end users with conflicting priorities and needs
  • Excellent organizational, time-management, verbal and written communication skills
  • Scripting (Python, PERL, Shell, SQL....) and development skills for administration, monitoring

How to write Senior Support Analyst Resume

Senior Support Analyst role is responsible for technical, database, training, languages, analytical, architecture, trading, equities, payroll, java.
To write great resume for senior support analyst job, your resume must include:

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

Contact Information For Senior Support Analyst Resume

The section contact information is important in your senior 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 Senior Support Analyst Resume

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

  • Experience supporting a financial workplace environment. Solid experience on application support for equities business
  • Solid database and Business analyst skills required
  • Good communication skills are essential (English is required)
  • Strong communication skills required for face-to-face client interaction and intra-team collaboration
  • Excellent communication skills (oral and written), needs to be able to handle users when they are not at their best
  • Strong verbal (phone) and written (email) communication skills

Education on a Senior Support Analyst Resume

Make sure to make education a priority on your senior 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 senior 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 Senior Support Analyst Resume

When listing skills on your senior 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 senior support analyst skills:

  • Uses effective problem solving skills by focusing on problems and ensuring that solution and/or deliverables conform to client specifications
  • Evidence of strong experience working within an ITIL Environment
  • The ability to prioritise work effectively, understanding commercial and customer constraints
  • Good communication skills are essential to meeting the above role responsibilities
  • Good incident and problem management skills, with knowledge of ITIL beneficial
  • Strong communication skills to be able to work with employees to troubleshoot technical issue

List of Typical Experience For a Senior Support Analyst Resume

1

Experience For Remote M Senior Support Analyst Resume

  • High level investigation, analytical, problem solving and trouble shooting skills
  • Prior experience of support activities on applications based in Oracle on Unix
  • Communicate outages and project updates effectively to stakeholders
  • Provide user support while working on infrastructure related projects with constantly shifting priorities requiring continual switching from task to task
  • Handle and prioritize all outgoing or incoming correspondence and documents through various departments
  • Experience servicing a broad spectrum of development collaboration tools, including Perforce, GitHub, JIRA, Confluence and Google Apps
  • SAN and NAS principles, experience deploying and maintaining various storage solutions
  • Experience in Client Services or Production Support role, supporting hardware and/or software
2

Experience For Global Business Operations Senior Support Analyst Resume

  • Previous experience in support of a solution including
  • Excel in an environment of fast pace changing priorities and constant commitment to the highest levels of quality
  • Continuously challenging work practices and processes to enhance overall efficiency and effectiveness
  • UNIX OS experience (Solaris / Red Hat Enterprise Linux)
  • Strong knowledge of Windows OS’s 7/8.1/10 and Office 2013/2016
  • Experience with issue and defect management systems such as JIRA
3

Experience For Senior Support Analyst Senior Consultant Resume

  • Process records and forms, requisition office supplies, and perform other administrative support procedures for effective office management
  • Previous experience in the design and development of technical solutions
  • Experience in tools such as JIRA, Confluence, GITHUB, Jenkins, Primavera
  • Previous experience in incident and change management activities (i.e. ITIL)
  • Experience in customer service and fluent English
4

Experience For IT Senior Support Analyst Resume

  • Escalation point for support team members, reporting observed errors, gaps. Ownership of handovers, its distribution for work prioritization, till closure
  • Identify and escalate priority issues as per client specifications to appropriate resources
  • MS Office support experience (2016 and O365)
  • Standard Active Directory experience from a support-level
  • Global Traffic Management experience
  • Experience of distributed or highly available architecture design and governance
  • Hands on experience with IAAS, and SAAS and direct vendor management
  • Organize and execute in an opportunistic environment with effective decision-making, at times based on incomplete information
5

Experience For Senior Support Analyst / Developer Resume

  • Experience as LIMS or CDS Administrator or Super User - beneficial but not required
  • Develop and maintain a sense of ownership as it relates to the effective use of technology throughout Cognosante regardless of location
  • Experience with FIX and FIX network providers
  • Experience of working in a company with a Group IT business structure an advantage
  • Advanced experience with Microsoft Windows 7/10, Office 2007 through 2016
  • Hands of experience in Unix (in any flavor) is preferable
6

Experience For Lawson Senior Support Analyst Resume

  • Practical experience in the SAP Adobe forms & Workflows in any module
  • Demonstrated ability to debug web applications within the browser developer tools
  • Preference given for SalesForce.com and JIRA experience or exposure
  • Demonstrated delivery focus
  • Demonstrated ability to work within support tools and manage work volume as communicated by manager
  • Overall experience in investment accounting and production support
  • Strong analytical problem-solving ability required
  • Work with wider team to build support capability and cross skilling
7

Experience For AS GMI Senior Support Analyst Resume

  • Work with the Team Leader to assess performance of 1st level support staff. Support, train and mentor less experienced staff members
  • SCCM 2012 experience an asset
  • Bigfix experience an asset
  • Work autonomously, prioritize, and self-manage time
  • Excellent proficiency in written and verbal communication
  • Windows XP and Windows 7 basic experience
  • Experience with .NET and C#
  • Experience with Visual Studio and Team Foundation Server (TFS)
8

Experience For Senior Support Analyst ERP Resume

  • Experience in frontend technologies such as Angular JS, JavaScript, html 5, CSS, and kendo
  • Experience in backend technologies such as SQL server , Entity framework, asp.net, .net 4.5, LINQ/SQL, and web API
  • Knowledge of customer service principles and practices, ability to speak, write clearly and accurately with good phone, email etiquette
  • Hands on experience in Ab Initio/ Informatica
  • Experience with databases like Teradata
  • Experience in Infrastructure analysis tools like Ganglia
  • Experience in enterprise Exchange server support, 2 to 3 years as 3rd level enterprise Exchange support
  • Extensive years of experience in Compliance support
9

Experience For Percent Remote Ancillary Financial Applications Senior Support Analyst Resume

  • Solid exposure to Compliance Support
  • Experience in contact center and back office operations
  • Experience in Java development (Hibernet , Struts , Spring , JSP , Servlet , Maven)
  • Experience of relational database architecture such as Casandra, MongoDB, and Aerospike database knowledge
  • Experience with SQL and Oracle or SQL Server databases
  • Client/server or web application development and application support experience
  • System administration – Strong knowledge on Linux/Unix systems with ability to tune
10

Experience For Package App Senior Support Analyst Resume

  • Demonstrated ability to work independently and with a team to manage multiple projects concurrently
  • Proven ability to troubleshoot Microsoft Technology issues
  • Experience in Information Technology and a broad awareness of Identity Management systems
  • Experience in .Net, C#.net
  • Experience in SQL Server

List of Typical Skills For a Senior Support Analyst Resume

1

Skills For Remote M Senior Support Analyst Resume

  • Excellent time management and organisational skills with the ability to prioritise and manage workload for other members of team
  • Proven ability to effectively communicate with customers via phone and email
  • Programming skills – ability to interpret and debug application code, isolate problems, specify fixes
  • Programming skills in languages such as C#, .NET, VGL etc
  • Prior experience inApplication support (PROD environment), Monitoring jobs, ITIL knowledge and Ticketing tools ( JIRA )
  • Effective listening, solid written communication, analytical and multi-tasking capabilities
  • CA AutoSys / TNG configuration and troubleshooting skills
  • Strong experience in Infrastructure analysis using Ganglia
  • Prior experience of working in IBM Mainframes
2

Skills For Global Business Operations Senior Support Analyst Resume

  • Experience in supporting web applications with good knowledge in its architecture
  • Extensive years of experience of Banking Technology experience
  • Effectively managing stake holders expectations via regular updates, reports
  • Good experience on Unix
  • Strong AS400 knowledge, 5 + years of application development or support experience
  • ITIL V3 foundation certified, previous production support experience, development experience
  • Advanced interpersonal skills: Ability to communicate across a diverse set of stakeholders and cultures
  • Any graduate with strong computer fundamentals and 3+ years of application, IT helpdesk, service desk, technical support experience
  • Good experience on Unix, SQL
3

Skills For Senior Support Analyst Senior Consultant Resume

  • Evidence of relevant experience of IT software support
  • Effectively partner with stakeholders at every level to understand business requirements and opportunities for improvement
  • Effectively apply software patches to customer systems to a high level of quality
  • Prior experience with Business intelligence tools ( e.g. Microstrategy, Tableau )
  • Proven practical experience of working within a Service & Infrastructure environment
  • Investigate and diagnose problems that require expert knowledge and skills at the browser, application,
  • Effectively collaborates with internal customers to facilitate the realization of departmental goals and expectations
4

Skills For IT Senior Support Analyst Resume

  • Assists with the development of technical and functional skills in team members
  • Programming experience – including ability to interpret and debug code
  • Understanding of and experience in SDLC/Agile
  • 2+years of experience supporting or working with Financial Systems and/or Trading Applications
  • Experience in analysing and solving system and data problems
5

Skills For Senior Support Analyst / Developer Resume

  • Demonstrated ability to read and write basic applications in one of the following coding languages: HTML, JavaScript, PowerShell, CSS and C#
  • Hands-on experience with Java Technologies including Struts, Hibernate, Web Services, Spring
  • Experience writing and executing SQL queries
  • Good understanding of the Card /Banking Industry
  • Experience working in Linux or UNIX operating systems
  • Experience developing with Spring, JEE, JSP, or JSF frameworks
6

Skills For Lawson Senior Support Analyst Resume

  • Strong understanding of statistical methods (descriptive statistics, regression, forecasting, probability distributions)
  • Experience with shell scripting with Ruby, Python, Bash, Perl, and other scripting languages
  • Basic networking support experience, including knowledge of TCP/IP, DNS, DHCP,
  • Hands-on experience with event and batch processing as well as typical trigger / error handling set up with various technologies and helpdesk
  • Experience with Microsoft System Center Configuration Manager (e.g. deploying applications to workstations, managing deployment scripts, etc.)
  • Experience with PowerShell, including writing scripts to automate tasks, query multiple data sources and generate reports
  • Experience in the above listed tasks including supporting end user desktops, client hardware and PC/user migrations
  • Experience of working in front office environment
7

Skills For AS GMI Senior Support Analyst Resume

  • Good knowledge on tuning of graphs, workflows, SQL queries to optimize the application Performance
  • Highly experienced in working with Relational Database Management Systems like Oracle, DB2, SQL Server, Teradata
  • Strong understanding of software languages, platforms, tools, ITIL framework and methodologies such as SDLC and agile
  • Good technical / scripting knowledge on Linux/Unix environment
  • Experience with Unix (AIX & Linux) and hands-on on Shell scripting
  • Knowledge and/or experience of the Institutional Banking , particularly Corporate Actions
  • Experience supporting .NET applications
  • Experience with scripting tools such as VB or JavaScript
8

Skills For Senior Support Analyst ERP Resume

  • Experience working with Oracle or DB2 databases
  • Experience utilizing WebSphere, Jboss, or WebLogic application servers
  • Experience with Office 365 suite including email, SharePoint, Office, Dynamics, Teams, etc
  • Experience with business intelligence (BI) applications and reporting solutions such as IBM Cognos, Tableau, MS Access
  • An understanding of GxP practices and their influence on systems development and validation is required
  • A strong understanding of Trade Life Cycle from Order Entry to Settlement
  • Experience with monitoring tools (e.g. ITRS, Sitescope)
9

Skills For Percent Remote Ancillary Financial Applications Senior Support Analyst Resume

  • Experience of using zVM / Zlinux mainframe infrastructure
  • Experience supporting Windows OS (7 and 10)
  • Experience working on high traffic B2C or B2B websites
  • Experience with Equity Trading would be very desirable
  • Experience with Citirx XenDesktop or VMWare Horizon View, supporting users VDI sessions and deployment/configuration of thin clients and the Citrix Receiver
10

Skills For Package App Senior Support Analyst Resume

  • Hands on experience in Application server installation and configuration. e.g. WebSphere, JBOSS, Weblogic, Apache Tomcat
  • Experience in SOA
  • Hands on experience in J2EE Server Technologies such as Java, JSP / Servlet, EJB, any J2EE Application Server
  • Strong domain knowledge in the credit cards domain is essential
  • Hands on experience in J2EE Server Technologies
  • Experience with Weblogic server is an asset
  • Extensive hands on experience on AbInitio/Informatica

List of Typical Responsibilities For a Senior Support Analyst Resume

1

Responsibilities For Remote M Senior Support Analyst Resume

  • Experience of working in a commercial ITIL support environment
  • Experience working with disk encryption technologies (i.e. Symantec PGP, Bitlocker, etc.)
  • Experience working with AD Users & Computers to manage user accounts, group membership
  • Experience with email archiving solutions (e.g. Enterprise Vault) and their integration into Outlook
  • Experience working in an enterprise environment
  • Experience with Perl scripting
  • Experience with Unix / Linux shell scripting and basic commands
2

Responsibilities For Global Business Operations Senior Support Analyst Resume

  • Experience in Solaris/ Linux/UNIX /Windows NT OS
  • Experience in Sybase/Oracle/SQL Server
  • FIX protocol support experience
  • Delivery focus, strong hands-on and independent, pro-active personality
  • Advanced user level experience with MS Office (Excel, Word, PowerPoint )
  • Hands-on development experience with Java and J2EE
  • Experience with first or second line support
  • Strong customer focus and stakeholder management
  • Provide effective team interaction
3

Responsibilities For Senior Support Analyst Senior Consultant Resume

  • Good knowledge of CRM Tools like Service Now, Service First, Service Watch, Service Manager, etc
  • Application Support/Development experience
  • Previous second line application support experience
  • Good knowledge of Unix/ Oracle/Mongo Database
  • Collaborating with and assisting operations and technology teams during internal / external reviews and audits
  • Providing guidance to OFC on month end reporting and driving delivery of insightful analysis
  • Building and maintaining knowledge repository related to Triumph and other credit card processing platforms
  • Helping less tenured support individuals on the team with training and development
4

Responsibilities For IT Senior Support Analyst Resume

  • Ongoing support for Business owners for all operating expense related matters
  • Carrying out reporting and documentation by the organisation’s standards
  • Taking a lead on resolving issues and incidents that occur on the platforms
  • Seeking to improve working practices and processes
  • Providing 3rd line technical support to the local LMDW support teams in a 24/7 GxP regulated manufacturing environment
5

Responsibilities For Senior Support Analyst / Developer Resume

  • Identifying Identify and drive opportunities for improvements in policies, practices and procedures on an ongoing basis that benefit business and customers
  • Understanding of the electronic FX trading - market operations and business flows would
  • Scripting knowledge (Bash, Perl, Python, Java Script)
  • Understanding of SDLC, continuous integration and Agile concepts
  • Delivering a first class customer service via telephone and digital channels
6

Responsibilities For Lawson Senior Support Analyst Resume

  • Implementing best practices within team to optimise efforts/time and improve controls
  • Supporting executives and VPs
  • Supporting incident management and problem management with service restoration and root cause analysis if required
  • Understanding of change management principles
  • Understanding of process based methods and approaches to work activities and deliverables
  • Working on all preservation and collection requests from our legal and compliance departments
  • Contributing to the development of process improvement and technology initiatives
  • Understanding of a hybrid Windows 7/10 and Mac Enterprise environment
  • Collaborating with other business functions to ensure that the service meets their requirements
7

Responsibilities For AS GMI Senior Support Analyst Resume

  • Understanding of system security
  • Ensuring security and regulatory compliance, GxP and SOX, for network devices and servers
  • Working knowledge of treasury cash management and general ledger systems
  • Roving support for Rioters for all IT needs
  • Scripting languages such as Python and PowerShell to help automate administrative tasks to improve overall team efficiency
  • Adhering to Barclays policy and standards
  • Providing Technical Guidance & assistance to colleagues
  • Teambuilding / Team player
  • Working Knowledge in Support Function
8

Responsibilities For Senior Support Analyst ERP Resume

  • Understanding of application lifecycle
  • Owning escalated, on chase, breached cases for quick restore, fulfillment
  • Understanding of messaging queues, Kafka , Pulse ,RabbitMQ , Zoekeeper , Sparks etc
  • Leading and motivating a team of support analysts, ensuring that the team is equipped with the appropriate expertise through recruitment and development
  • Managing third-party suppliers to ensure that services and service levels meet contractual obligations and business requirements
9

Responsibilities For Percent Remote Ancillary Financial Applications Senior Support Analyst Resume

  • Mentoring team to be functionally competent
  • Some management responsibility, ensuring motivation and development of team, including coaching and training of new team members
  • Support the Bank’s bespoke front to back strategic/critical trading systems, which includes our award winning Algorithmic trading platform
  • Knowledge of setting monitoring for applications using ROBOT
  • Deliver outstanding customer service and lead by example being a role model and ‘go-to’ person for peers and leadership
  • In leading and governing a mature online support team in a fast pace online business
  • Can work independently working towards agreed time lines and managing own agreed goals and project commitments
  • Global Prime Brokerage systems used in Asia on CFD, Swap, Stock lending, reporting, portal, referential, margin and risk calculation and trade capture
10

Responsibilities For Package App Senior Support Analyst Resume

  • Common scripting languages an advantage (Perl, Python, Unix scripting)
  • Specialist Technical / Professional qualifications or working knowledge in one or more of the following areas (as determined by the role assignment) o
  • Knowledge of networking protocols, including TCP/IP, basic firewall, routers and access control devices
  • Primary liaison between functional groups in Investments, Investments Accounting, Financial Systems and investment accounting vendors
  • Maintain, track and report, in our Ticketing system, outstanding and resolved support issues

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