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1

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.
2

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
3

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.
4

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.
5

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.