ddedbe22-06da-4fb7-a08a-3c0755491f4c

Andrew Smith


287 Custer Street, Hopewell, PA 00000

[email protected]

(000) 000-0000

Professional Summary

Hands-on, successful Network Engineer with decades of verifiable success leading teams in delivering appropriate technology solutions for desktop and network products.  Comprehensive knowledge of platform development, enterprise architecture, agile methodologies, cloud services, and web-based applications.  Innovative change agent with a unique mix of high-level technology direction and deep technical expertise.

Employment history

Application support analyst, Fay, Hodkiewicz and Kihn. Vernmouth, Louisiana
Feb. 2020 – Present
  • Oversee the daily performance of computer systems.
  • Answer user inquiries regarding computer software or hardware operation to resolve problems.
  • Enter commands and observe system functioning to verify correct operations and detect errors.
  • Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
  • Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
  • Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.
  • Maintain and administer computer networks and related computing environments including computer hardware, systems software, applications software, and all configurations.
  • Perform data backups and disaster recovery operations.
  • Diagnose, troubleshoot, and resolve hardware, software, or other network and system problems, and replace defective components when necessary.
  • Operate master consoles to monitor the performance of computer systems and networks, and to coordinate computer network access and use.
  • Design, configure, and test computer hardware, networking software and operating system software.
  • Monitor network performance to determine whether adjustments need to be made, and to determine where changes will need to be made in the future.
  • Confer with network users about how to solve existing system problems.
  • Research new technologies by attending seminars, reading trade articles, or taking classes, and implement or recommend the implementation of new technologies.
  • Maintain logs related to network functions, as well as maintenance and repair records.
  • Configure and define parameters for installation or testing of local area network (LAN), wide area network (WAN), hubs, routers, switches, controllers, multiplexers, or related networking equipment.
  • Maintain logs of network activity.
  • Perform routine maintenance or standard repairs to networking components or equipment.
  • Run monthly network reports.

system administrator, Crist, Stanton and Hamill. Batzberg, Nevada
Mar. 2016 – Oct. 2017
  • Develop plans to safeguard computer files against accidental or unauthorized modification, destruction, or disclosure and to meet emergency data processing needs.
  • Monitor or track project milestones and deliverables.
  • Answer user inquiries regarding computer software or hardware operation to resolve problems.
  • Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
  • Oversee the daily performance of computer systems.
  • Enter commands and observe system functioning to verify correct operations and detect errors.

TECHNICAL HEAD- IT INFRA, Graham-Yundt. Toneyfort, Pennsylvania
Nov. 2015 – Dec. 2015
  • Resolve customer complaints or answer customers’ questions regarding policies and procedures.
  • Supervise the work of office, administrative, or customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
  • Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.
  • Manage project execution to ensure adherence to budget, schedule, and scope.
  • Monitor or track project milestones and deliverables.
  • Confer with project personnel to identify and resolve problems.
  • Prepare project status reports by collecting, analyzing, and summarizing information and trends.
  • Direct or coordinate activities of project personnel.

NETWORK ENGINEER, Witting and Sons. Lynettaside, Montana
May. 2015 – Jun. 2015
  • Diagnose, troubleshoot, and resolve hardware, software, or other network and system problems, and replace defective components when necessary.
  • Operate master consoles to monitor the performance of computer systems and networks, and to coordinate computer network access and use.
  • Load computer tapes and disks, and install software and printer paper or forms.
  • Monitor network performance to determine whether adjustments need to be made, and to determine where changes will need to be made in the future.

NETWORK ENGINEER, Thiel, Littel and Bartoletti. Goldnerfort, Arizona
Nov. 2012 – Jul. 2013
  • Answer user inquiries regarding computer software or hardware operation to resolve problems.
  • Confer with staff, users, and management to establish requirements for new systems or modifications.
  • Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
  • Maintain and administer computer networks and related computing environments including computer hardware, systems software, applications software, and all configurations.
  • Diagnose, troubleshoot, and resolve hardware, software, or other network and system problems, and replace defective components when necessary.

Education

Stroman College, East Elsiemouth, Kansas
Commerce, Commerce, Feb. 2015

Skills

support

Compuetr support

IT- Networking

application support analyst

  • Analyzed and resolved issues by researching and determining the root cause 
  • Developed test scripts, conducted unit tests, documented and resolved discrepancies resulting in zero defects in production
  • Reported, tracked and determined priority of reported bugs based on sprints 
  • Developed test scripts to automate manual repeatable time intensive tasks and provided this to system test teams for quality assurance (QA) validation purposes 
  • Performed data fixes for company applications on a daily basis to resolve daily issues 
  • Worked with variations of Microsoft SQL Server (Stored Procedures, ad-hoc queries, and SSIS) 
  • Responsible for data merges and configuration of servers and systems during a company sale of a store or franchise buyback 

application support analyst

  • Experienced Application Support (L2) Engineer with demonstrated history of working in telecommunication industry, skilled with supporting applications including oracle order and service management(OSM), Automatic Service Activation program (ASAP),Oracle unified inventory management (UIM).
  • Strong business development professional graduated from university viveshwarayya college of engineering bangalore in electronics and communication. Started career with vodafone shared services private limited pune. professional interests includes working in telecom domain along with skills like Linux(RHEL 6,7), HP-UX, SQL,Weblogic 11g,12 c, Incident and change management,Shell Scripting,ITSM Remedy, Control-M,monitoring applications like AppDynamics,Splunk.
  • Monitor the regular Queue’s in ticketing tool (Service Center from HP).
  • Perform internal and external audit of incidents assigned to team members. 

application support analyst

  • Business Analyst at CALTEX Abdicate legacy systems and follow agile methodology to bring in processes that would aid in automating mundane tasks using Artificial Intelligence. 
  • Business Analyst at NewscorpSystem overhaul by introducing Salesforce as the CRM tool for collecting customer data. Gathering business requirements and interacting with the developers to build the platform as requested.
  • Worked as Application Support Analyst in L&T Info Tech, DLF, Ramapuram which I got selected through college campus.
  • I worked under a CITI project where I was dealing with the inbound and outbound process of the Customers , answering customers’ questions, and provide information on procedures or policies using tools such as UNIX,SQL DB 2,..etc.,

application support analyst

  • worked with the largest retail client of malaysia 7-ELEVEN.
  • Upgraded retail POC’ systems to wincore.
  • Provided remote support to all retail channels across malaysia.
  •  Migration data from 9i to 11g.

application support analyst

  • Involved in receiving Knowledge Transfer (KT) from Pfizer Subject Matter Expert’s (SME’s) and moved the applications to steady state.
  • Involved in transition documentation work.
  • Perform Data loads as per schedule by following the ITIL process.
  • Perform Initial analysis whenever any job or load fails before working with L3 team.
  • Provide RCA (Root Cause Analysis) for the Escalated issues / incidents.
  • Automate the regular steps in different loads, 
  • Monitor the scheduled jobs on different servers, and collect the log for future reference.

application support analyst

  • Actively involved in application deployment and validations on test and production environments.
  • Coordinated with multiple teams in driving outages and resolving the production issues quickly with accurate knowledge of business impact.
  • Contributed successfully in resolving the tickets related to test or production issues within the SLA which involves troubleshooting and analysis of the application.
  • Contributed successfully in automation of daily manual tasks, deployment and maintenance activities.
  • Provided technical support to the test and production application.
  • Active involvement in continuous monitoring and maintenance of business application system.
  • Provided training on technologies and current project to internal teams.

application support analyst

  • Interacting with users to make sure their problem got resolved.
  • Assisted with quarterly updates with Real Page products
  • Assist with implementations, new product roll outs, data conversion and new acquisitions.
  • Provided 2nd level support to site users, Operations and Executive leadership.

application support analyst

  • Developed business requirements and processed in support of all implementations.
  • Provide one-on-one coaching to site teams to corporate leadership
  • Provide support resolution via ticketing system, email and phone 
  • Responsible for resolving and tracking escalated support calls. 
  • Partnered with Training Department for Training on reoccurring tickets 
  • Develop action plans for leaders based reoccurring tickets, provide feedback and developmental opportunities as identified by themselves and their leader 
  • Influence leaders at all levels ensuring coaching techniques adhere to best practice and maximize business impact 

application support analyst

  • Tracked, logged and responded to support tickets. Performed user account maintenance, managed incidents and provided resolution for end-users technical challenges. Troubleshoot software issues. 
  •  Performed software application and disaster recovery testing, ensuring business-readiness following fail over.  
  • Wrote and executed SQL queries for reporting and research purposes.
  •  Utilized knowledge base tools to transfer technical & business knowledge to team members.

application support analyst

  • Providing both function and technical support to the bank branches.
  • Escalate to application vendor where necessary and co-ordinate with vendor to ensure prompt incident resolution
  • Day to day monitoring of channel transactions, prompt identification and resolution of any identified failures.
  • Interacting with clients on daily basis to submit the status.

application support analyst

  • Level 1 and Level 2 support for the multiple banking applications.
  • Autosys Scheduling administrator
  • Engaging customers and provide resolutions for their issues and queries.
  • Handling major incident calls.
  • Monitoring the infrastructure, incidents handling, coordinating with applications teams.

application support analyst

  • Be the single point of contact of numbers in-house applications within FedEx. Mentoring helpdesk specialist to ensure they understand the Role & Responsibility and delivered the agreed SLA 
  •  Involved in various activities of the project start from information gathering to post implementation support and working closely with development teams and Third Party vendors through application changes/deployments, while maintenance availability
  •  Coordinated problems with appropriate technical, professional and service personnel, along with users who reported the problem to minimize down time of applications
  •  Perform data analyzing to helpdesk incidents on a weekly/Ad-hoc basis; propose application improvement plan to product owners and other support teams

application support analyst

  • Taking knowledge transition from existing contractors of the client. Preparing the MoM’s, SDD’s and other important documents.
  • Presenting the playback sessions to client once transition is completed.
  • Preparing document of understanding for each of the application and taking sign-off from the customer to proceed for support phase.
  • Taking ownership in handling legacy applications, in-house applications, vendor based applications and supporting them like bug fixes, code enhancements, CIP’s, root cause analysis, user access request etc.
  • Supporting MES applications like (Production Summary, Shift Summary, Scrap Rework System, Plant model).
  • Monitoring ticketing tool Service now to see whether there are any incidents, tasks, change request have been raised.
  • Logging into Service now ticketing tool to raise incidents, change requests if required.