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6-10 years of experience
Managed Defect Management project for various Treasury Services applications to track issues, work with vendors on change management, ultimately be fixed in future Releases and reduce the number of recurring issues. Provided 2nd level application support on the applications.
- Provided 2nd level support to RemitOne, CMS, and kEOPs Financial Lockbox applications.
- Updated and create incident management tickets in the Peregrine call tracking application
- Identified defects within RemitOne Lockbox application, worked with vendor and project management team on a code change and new fix in upcoming Release. This resulted increased efficiency in batch processing with no errors or transmissions missed and thus reduced the number of incidents.
- Create, monitor and update defects in Quality Center
- Installed applications in test environment for testing purposes
- Wrote and executed SQL queries for reporting and research purposes.
0-5 years of experience
Performed Tier 2 Application support in a very visible and highly demanding IT Operations environment for HP’s E-commerce (pre and post sales) E-business, B2B portal and Order Manager Applications. Established new user accounts/passwords, utilized active directory; monitored and updated permissions rights for users. Performed connectivity and login activities and unlocked user accounts and reset password while formulating effective solutions to issues/defects. Managed users access roles and help desk support requests. As a tester, participated in major and minor application upgrades and releases; executed User Acceptance Testing (UAT) and regression predefined test scripts. Technical Skills Utilized: Oracle E-business Suite, Hewlett Packard B2B Portal, Order Manager, SAP, Remedy (Clarify and Quest) and Excel.
- Tracked, logged and responded to support tickets. Performed user account maintenance, managed incidents and provided resolution for end-users technical challenges. Troubleshoot hardware/software issues.
- Ensured that complex defects and problems were resolved through production releases and upgrades.
- Wrote and updated process support documentation.
- Developed new processes for internal and external users.
- Utilized knowledgebase tools to transfer technical & business knowledge to team members.
0-5 years of experience
Provide second-level application software support for multiple products. Analyze system errors and troubleshoot network, server, and database errors. Document system bugs; report to Development team.
- Reduced redundancy of report requests from business users by creating daily, weekly, and monthly reports using SQL Query.
- Provided business capability of running own reports by requesting reporting dashboard for most commonly requested data.
- Increased knowledge and allowed for quicker turnaround on incoming requests by providing process and procedure documentation for colleagues and business users for software applications being supported, which led to better understanding of application and functionality.
- Ensured reported issues were resolved more quickly by documenting and tracking application issues, using Agile Methodology, as well as by participating in scrum meetings, which assisted with prioritization of issues.
- Performed software application and disaster recovery testing, ensuring business-readiness following failover.
- Decreased system errors through discovery of redundant data within database, which led to working with Development team on clean up of data.
0-5 years of experience
Responsible for walk-up, desk-side, phone, and chat support for more than 1000 employees of a multinational biotechnology corporation.
- Configured, maintained, and troubleshot issues for research lab computer systems and applications.
- Created batch files and modified html and PowerShell code for various enterprise applications.
- Authored and distributed dozens of knowledge articles for troubleshooting procedures, process refinement, and general information.
- Tested and refined computer image and application interoperability during a company-wide IT transition.
- Managed printer services including server and printer configuration, resupply, troubleshooting, and maintenance.
0-5 years of experience
Provided application support services to users regarding usage and issues of all supported software for Genesis Rehab Services
- Troubleshoot analyzed, and implemented solutions for issue resolution.
- Researched and documented program errors. Recorded all issues in the CRM software system.
- Rolled out the new electronic documentation software ( Rehab Optima) to 200 plus locations.
- Provided hardware setup and training classes to all users for electronic documentation software.
0-5 years of experience
Provided application support services to users regarding usage and issues of all supported software for Genesis Rehab Services
- Troubleshoot analyzed, and implemented solutions for issue resolution.
- Researched and documented program errors. Recorded all issues in the CRM software system.
- Rolled out the new electronic documentation software ( Rehab Optima) to 200 plus locations.
- Provided hardware setup and training classes to all users for electronic documentation software.
6-10 years of experience
I work as a member of a team to maintain worldwide production billing and reporting systems. This includes providing frontline support applications developed in house, and working with third-party vendors to isolate and correct software fault. On a daily basis, I am responsible for taking ownership of trouble tickets, interacting with the end-user to isolate the true nature of the problem, and bringing both internal and third-party vendor assets to bear as required to resolve the problem.
- Provided support for the successful deployment of multiple iterations of the MetraNet billing system.
- Served as the point of contact within the Billing and Reporting group for UNIX related problems.
- Successfully created and deployed a web GUI that was capable of connecting to remote Windows servers and controlling services on that machine.
0-5 years of experience
Sr. Application Support Analyst/Programmer for software management help desk supporting clients and employees of an international brokerage and clearing firm. One of a team of 8 analysts providing database, software and integration support for 18 global offices across the USA, Europe and Asia in a 24-hour fast-paced environment.
- Developed Trade Load ETL programs processing bi-directional trade data between iSeries server and NYBOT Exchange’s TANDEM servers.
- Assisted with iSeries Webserver implementation project creating web-based client solutions.
- Trained, mentored, and assisted London-based 1st level support analysts and developers.
0-5 years of experience
Maintained key relationships that resulted in continual client purchase of annual multi-million dollar support contracts.
- Facilitated weekly calls with Care Managers and Consultants to provide training on ways to reduce care costs and improve quality of care.
- Consulted on product enhancements on behalf of the client to more efficiently streamline workflow.
- Supervised Customer Leads on change package scheduling and client facing communication.
- Jointly responsible in helping company achieve highly coveted National IT Support award.
0-5 years of experience
Support and troubleshoot software applications including both proprietary and non-proprietary
- Supported customer facing ecommerce websites and mobile applications
- Salesforce.com account maintenance, setup and training of business users
- Monitor application performance using Splunk and BMC TMART
- Analyzed problems and implemented solutions, ensuring solutions were captured in knowledge base
- Conducted iPad training for the sales organization to support adoption of a mobile platform
- Worked and communicated business critical issues across multiple teams
0-5 years of experience
Performed analysis, functional design, troubleshooting, documentation, and testing of updates and defect
repairs associated with application functionality.
- Coordinated the escalation, tracking and follow-up on issue resolution in accordance with end-user
- Served as a technical liaison, resource and primary point of contact between application end-users and IT
- Collaborated with developers, analysts and project managers to expedite incident resolutions.
- Delivered User Acceptance Testing (UAT) and production validations for new system implementations.
0-5 years of experience
MSP implementation: documented “as is” business processes for 4 departments.
- Comprehensive expertise with ELI acquisition and conversion projects.
- Lead team that converted 15,000 loans from legacy servicing system and boarded 500 loans received from other institutions. Wrote and executed test plans to validate data prior to loads.
- Analyzed and mapped data and wrote SQL scripts to extract data from SQL databases.
- Provided level II support for several proprietary applications.
6-10 years of experience
Managed Defect Management project for various Treasury Services applications to track issues, work with vendors on change management, ultimately be fixed in future Releases and reduce the number of recurring issues. Provided 2nd level application support on the applications.
- Provided 2nd level support to RemitOne, CMS, and kEOPs Lockbox applications.
- Queried tables in SQL Server 2005 and 2008 to troubleshoot issues, update application, insert fields and delete tables
- Troubleshoot and resolve setup and processing issues relating to Brainware lockboxes
- Updated and create incident management tickets in the Peregrine call tracking application
- Identified defects within RemitOne Lockbox application, worked with vendor and project management team on a code change and new fix in upcoming Release. This resulted increased efficiency in batch processing with no errors or transmissions missed and thus reduced the number of incidents.
- Create, monitor and update defects in Quality Center
- Installed applications in test environment for testing purposes
- Wrote and executed SQL queries for reporting and research purposes.
6-10 years of experience
Coordinated with business users and technical groups to troubleshoot bug fixes, review data and server issues, and maintain numerous internal and third party applications through a ticket tracking system.
- Handled and assisted in the resolution of high priority Production issues by reviewing large server logs and thousands of lines of application code
- Provided 24/7 support for web and client based applications, file and data feeds, and batch processes to prevent impact to the business.
- Assisted in application releases, projects, and system maintenance for IBM WebSphere Apps, Linux/Unix Servers, and Oracle Databases.
- Completed and maintained numerous code updates in VB Script, SQL data changes, and job automation scripts (Autosys).
- Regularly consulted with team members, development, database admin, networking, and system admin groups to improve system integrity.
- Assisted in training new team members and assisted business users through multiple forms of communication.
0-5 years of experience
- Investigated, identified, documented and resolved application systems errors, security issues and maintenance for enterprise operational applications, TMW (Logistics Transportation Software), Synergize (Scanning Software), SAGE Mas500 (Accounting Software) and Microsoft Office10, with perseverance.
- Researched and corrected operational data quality assurance needs for business divisions using SQL Server 2012 Management Studio.
- Developed and enhanced reports for business divisions using SQL Server Reporting Services (SSRS).
- Consistently worked with the team on application upgrades, testing, patches and keeping accurate and detailed notes on all fixed application issues in the help desk tracking software.
- Developed custom user and system documentation which was published on the company portal using SharePoint.
0-5 years of experience
Gathered business requirements and information by personally communicating with the client
- Prepared user specification document on the requirements and signed off with client
- Performed system analysis, design, programming and implementation of the application, using IBM Rational Suite, Object-Oriented design and iterative techniques during complete development life cycle
- Developed the application to read data from external files, process and enter the data into the WebMD website
- Installed IBM Rational on client site, implemented the application and assisted users in the performance of the User Acceptance Testing
- Provided onsite end user training and product support
- Responsible for customer service, answering queries, problem solving and providing detailed information on the product
- Enhanced the application as per new requirements
0-5 years of experience
Provide 24 x 7 x 365 Tier 2 application support for company’s #1 revenue producer ($90M), MDR (Mobile Data Roaming) and other [company name] Data Roaming applications (UDR, WFR, SDR and Daypass)
- Enhanced Data Roaming application support, allowing the team to maintain 100% availability, meeting all SLAs, despite a 20% reduction in Application Support staff while increasing application portfolio by 20%.
- Created several MDR billing transaction recovery solutions to insure 100.00% inter-carrier billing/clearing accuracy after primary data center database disruptions.
- Created Linux VM MDR backend application stop/start scripts which reduced Software deployment manpower and recovery time by 75%.
- Communicated requirements for several monitoring technologies to monitoring tools teams (Tripwire, NetCool, MDR Product support scripts) and worked closely with Development and System Test implementing Production Support workarounds until code fixes could be deployed.
- Primary provider of Root Cause Analysis for incidences involving team’s supported applications.
- Created and populated SharePoint/One Note [company name] Data Roaming Application Knowledge Repository and Team’s OnCall Log. One Note Evangelist.
- SWIFT Assistant(SA) Evangelist – web tool to SWIFT (BMC) ticketing system used for Incident, Service and Change Requests. Worked with developer to enhance SA to provide link to [company name] HTML MOP tools for MOPs associated to CR.
0-5 years of experience
Point of contact for application support, including technical and functional support, system analysis, problem solving, ability to provide recommended solutions, and implementation plans.
- Member of Non-Production Support (NPS) team that assisted Production Application Support (PAS) staff with system updates, releases and security patching to over 40 servers at 2 remote offsite datacenters.
- Responsible for application testing in both training and testing environments. Communicated with and coordinated efforts among various team members.
- Provided application administration and maintenance support that included account creation, monitoring logs and configuration setup.
- Installed and created virtal environments using VirtualBox, Oracle 11g and OAS 10g software for application and functionality testing to existing systems.
- Installed Oracle Weblogic 12c on Red Hat 7.1 virtual environment for future application and functionality testing.
- Assisted NPS DBA team with database updates in Break/Fix environment.
- Monitored test and training servers using Foglight and BMC monitoring tools.
- Tracked, maintained and updated trouble tickets using Remedy.
0-5 years of experience
Worked with HR & Benefit Services team members including Support, Implementation, Training and technical support in Corporate to answer questions regarding the ADP HR/Benefits Solution and PC Payroll for Windows products, MS Excel, MS Word and other related software packages from the national HR & Benefit Services client base
- Resolved issues relating to product capability and client product knowledge ensuring that the client is utilizing appropriate procedures
- Developed and maintained effective ADP/client communications and ensured client satisfaction and improvement in client retention
- Effectively troubleshot, replicated and developed workarounds for client issues
- Researched, designed and modified features to meet client specific needs
0-5 years of experience
Provided phone and onsite support for web-based / server based EMR software for over 15 doctors’ offices in the South Florida area.
- Created documentation and reported glitches and software issues to EMR developers and Software Engineers
- Resolved technical EMR implementation issues for new customers after Engineer finished implementation.
- Responsible for troubleshooting technical issues involving servers, networking issues, internet, printers etc for physicians and nurses, administrative assistants, office managers, etc.
- 80% telephone and customer support and 20% onsite support if needed.
- Perform testing and problem analysis for server, desktop, and IT infrastructure work.
0-5 years of experience
- Troubleshooting web based financial applications, their functionality and the information they provide. Prepared details of specifications as needed.
- Responsible for assisting in the design, delivery, and improvement of in-house software applications training programs and related courseware.
- Managed incoming problem tickets from end users to resolve application and software issues within servers, databases, and other mission-critical systems
- Executed maintenance solutions and perform post-resolution follow-ups to ensure problems have been adequately resolved
- Communicated application problems and issues to management, development teams, end users, and unit leaders
- Launched production implementations upgrades and modification of content as prescribed by project team to main site.
6-10 years of experience
- Effectively managed 20 customers’ accounts utilizing Order-To-Pay hosted Network for purchasing, invoicing, and payments processing across variety of industries Energy, Telecom, Healthcare, Manufacturing and Retail.
- Resolved complex business and technical issues, identified and promoted improvement opportunities.
- Analyzed and troubleshot integration issues related to system configuration, data, maps, and workflows.
- Designed reusable SQL scripts, produced detailed solution documentation, trained customers and junior staff.
- Acted as liaison with engineering and implementation teams prioritizing cases and driving to resolution.
0-5 years of experience
Assisted 1st level support internally as well as provided external support for customers concerning complex payroll and benefit related issues
- Configured various mapping to troubleshoot table and field column errors within the database in addition to submitting application defects to development for hot fix and new software releases
- Troubleshooted various application issues while maintaining case progression for tracking purposes internally
- Conducted LogMeIn sessions w/the clients to proactively solve case resolution at the same time conducting training to the clients for progressive software knowledgement
- Provided software enhancement suggestions to FSE and Development for a more improved transmition process within application in addition to submitting knowledgebase articles for 1st level troubleshooting tips
- Transcribed error messages for 1st level support while reaching out to the various departments for case resolution
0-5 years of experience
Contracted to work as a Analyst and Subject Matter Expert (SME) of Army applications
- Used Access and Excel to track, analyze, and report various trends in the data
- Worked with users to certify data to the Pentagon quarterly using an Army application
- Imported/Exported data from various sources to perform analysis over three year period
- Created an application using Access for users to input data and run Access reports
- Researched data trends, analyzed issues, and made corrections to data
10+ years of experience
- Developed, maintained, and enhanced user configuration and menu functionality for 20+ user groups to distribute real-time data to 1,000+ custom displays and applications spread across 400+ workstations on a Linux network.
- Installed, configured, and provided ongoing configuration management for 100+ custom applications; and diagnosed run-time issues and provided workarounds as needed.
- Interfaced with 500+ customers and 200+ developers to diagnose problems and implement configuration requirements and solutions to the real-time flight control systems.
- Maintained strict schedules, prepared status reports, documented top problems tracking, and provided metrics in support of ISO 9001and CMMI requirements in a self-directed environment with an on time rate of 98+%.
- Collaborated as Department Liaison for NASA Defect Working Group.
0-5 years of experience
Application Support Analyst role within the Production & Infrastructure Management (PIM) Shared Services AD Operate function. Provided day-to-day production application support within the global Centralized Application Production Support Team (CAPS) and also identified opportunities to increase production application resiliency through process and tool improvements
- Ensured smooth operation of hundreds of applications and thousands of processes globally using Geneos, Foglight, Control-M and email to monitor process health.
- Worked with business clients to fix process issues and system problems and resolve incidents.
- Participated in Working Groups to identify improve processes, alerting schedules and documentation to create more efficient environments.
- Facilitated onboarding and offboarding of businesses and am involved in Change Release processes.
- Aquired additional training to add knowledge to the company, train new employees and mentor coworkers
0-5 years of experience
Provided day-to-day application and operations support to users for CSG and AAD applications
- Maintained billing system parameters in both the mainframe and GUI environments, billing statements, and service codes, code tables, discount codes, tech pool assignments, and work order print table
- Analyzed, tested and troubleshot application related issues and implemented new software and product releases
- Coordinated new project requests, secured signature approvals, document status, schedule and completion dates
- Updated and opened trouble tickets in REMEDY tracking system and updated Excel Spreadsheet
- Organized files and ran programs to ensure functionality
- Served as liaison between IT, vendors and internal departments
- Assisted in solving computer related problems
- Assisted in Rate Increase Project
- Coordinated meetings for Management, billing team and vendors
0-5 years of experience
Provided Production support for all [company name] and Charter One Bank Image Processing issues.
- Responded to incoming production and test related issues reported through active system monitoring and also from within the user community.
- Assisted the Development Team in migrating fixes and enhancements to various environments including DIT, SIT, UAT and Production.
- Provided 7/24 Production Support, including outage resolution support, investigation of outages, root cause analysis and impact to customers along with resolution steps taken.
- Maintained Business SLA’s with all business lines for application availability.
- Scheduled and tracked application software updates within all Production and Test environments.
- Utilized the current Change management process to create and process requests for application software updates.
- Performed Active Directory and DB2 user administration for all Kofax and Content Manager Environments.
- Assisted on system upgrades/planning with development teams, external vendors, and internal business partners.
0-5 years of experience
Improve client relationship by maintaining constant communication via ticketing system, emails, and leading weekly status calls to discuss open issues
- Troubleshoot open ticket requests by completing a deep analysis and communicating recommended workarounds within applicable SLA times
- Provide 24/7 emergency support by monitoring application servers after hours and bringing up offline servers in an expedited manner
- Coordinate upcoming support releases within applications by establishing a time line, documenting all code related issues in TFS, conducting QA testing and providing test cases for UAT to clientele before deployment into the production server
- Collaborate with the development team to correct complex issues and plan for upcoming support releases to amend known bugs and issues within application
- Manage server database by creating backups of live production data and restoring data where necessary
- Complete ad-hoc reports from clients ranging from manipulating specific application data sets
- Achieve 95% customer satisfaction rating and maintained one of the highest solved ticket counts on team
0-5 years of experience
Provided application and system support for QMS and VRisk applications within global payments business
- Troubleshot and resolved application issues escalated from end users
- Utilized ServiceNow to raise and update incidents and changes requests
- Provided first and second line resolution, problem solving and technical support on business and software issues
- Conducted analysis and resolution for transaction lifecycle issues
0-5 years of experience
- Provided application support for standalone and web-based billing applications in a client server environment for internal clients
- Created daily and monthly reports using ad hoc/ canned queries and stored procedures in order to depict a markets financial status
- Performed table updates to reflect market rate changes by working closely with the Marketing department to support their goals for print and internet rates and services
- Served as the primary liaison between the Information Technology, Accounting and Finance departments to ensure the accuracy and integrity of data to produce financial reports
0-5 years of experience
Performed support and troubleshooting tasks for multiple business applications
- Gathered, analyzed, reviewed, categorized, and oversaw ticket assignments for technical support, insuring referral to appropriate levels of service
- Escalated work items to appropriate support personnel based on expertise & queue levels
- Applied business/technical support concepts to analyze application problems and resolve complex issues that may have strategic business impact
- Managed user accounts such as Windows domain and email ensuring that the appropriate levels of security are maintained while enabling users to complete their work effectively
- Configured and customized applications based on internal & external client requirements
- Defined Functional, Usability, Reliability, Performance and Support requirements for multiple business applications
- Documented Use Cases for mission critical applications for the company to expedite implementation helping in meeting the delivery deadlines
- Mentored new production support and QA team members
0-5 years of experience
Provided technical support for the online tools of JM&A Connect dealer portal system.
- Assisted field representatives and dealership personnel with set up and configuration of system
- Conducted testing for online web-based application portal security
- Setup user accounts for application tools
0-5 years of experience
Provide second level technical support for JDE One World and consistently achieve tickets SLA’s by providing resolution to users in a timely manner.
- Maintain and modify security access within Enterprise One, JDE World and One World XE applications including creating, disabling and enabling user accounts.
- Create documentation pertaining to policies and procedures to first level support and business users.
- Train employees on supported proprietary applications.
- Analyze, troubleshoot and correct software errors found or created by users.
- Participate in QA testing, assist with special projects and other duties as assigned.
0-5 years of experience
Responsible for altering Java web applications that support the mortgage industry
- Responsible for production support and maintenance of existing software (Bug fixes and enhancements)
- Interfaced with clients and management and the department to ensure that the application is meeting the client expectations and the business requirements
- Analyzed the collected data and monitored its suitability to ensure the successful functioning of the web application
- Java Programmer – Implemented changes to software using Java, JavaScript and HTML while utilizing Eclipse IDE
- SQL Developer – Implemented changes to database using Oracle SQL and Sybase SQL
0-5 years of experience
- Provided 1st and 2nd level 12-hour weekend support to Fannie Mae’s E-Business division.
- Manipulated customer traffic via load balancer tool and monitored the Production Environment during all changes and migrations; via Tivoli/Netcool for Application/Network alerts, manipulated Web/App servers instances (Weblogic) as needed.
- Detected, analyzed and resolved complex infrastructure issues in a multi-faceted environment consisting of Unix/Linux and Windows Servers.
- Technical advisor to the Release Management team, for Application releases and UNIX/Windows Quarterly patch updates.
- Interacted with platform support teams to coordinate change control efforts.
- Generated and validated special reports as requested by senior level management.
- Evaluated and reviewed planned and unplanned system activities.
- Participated in system upgrades which were necessary for the changing needs of the company.
- Consistently met company objectives by coordinating weekend system upgrades and failsafe measures which potentially saved the company millions of dollars.
- Documented all client requests using electronic ticketing system – Remedy.
0-5 years of experience
Provide application support to over 30 community health centers on site and remotely
- Participate in the planning and implementation of application upgrades and roll outs
- Coordinate tasks and make sure that they are completed in a timely manner
- Identify and resolve problems pertaining to software and database configurations
- Test changes in the software/database and facilitate the development of training material for users
- Create knowledgebase articles and educate team members about supported applications
- Manage monitoring tools to ensure system performance and reliability
0-5 years of experience
- Contract position at ING Direct in the IT Infrastructure Application Support Team. Worked on an Agile Scrum Kanban team providing operational and project support for a variety of infrastructure and banking related software.
- Researched and provided estimates on assigned deliverables, coordinated efforts with other teams, executed project tasks, and updated existing or developed new system documentation.
- Supported software on W2K3, Win2008, Linux, and AIX platforms.
0-5 years of experience
Provided support to all [company name] sales agents nationwide that offer and sell insurance policies related to Autos, Homes, Life, commercial, etc.
- Support provided to all applications software and equipments agents usage.
- Troubleshot and resolved 90% of all agents’ issues related to transactions and equipment errors or failure.
- Escalated unresolved issued to the developers department for resolution and tracked and provided updates to customers until issues resolved.
- Provided full documentation of identified system Glitches to developers to apply fixes.
- Provide support in answering all agents questions including navigation of systems, how to questions, reports, quotations, account authorization, password reset.
- Troubleshot and supported issues related to Win (2000, XP, Vista, etc), Printers and scanners (Dell, Lexmark, HP, etc), Internet connectivity, Virus and spyware detection software, webmail (password reset, account access, Features management and usage, etc.), Internet explorer Custom configuration (6, 7), Configuration of MS outlook, cell phones emails.
- Interact with other departments to resolve certain issues.
- Assisting in writing templates for issues to build knowledgebase and assist other analysts.
- Applications used Dashboard, PMI, Mercury Quality Center, IBM PC, Service center, Whiteboard, Lotus Notes.
6-10 years of experience
Support and issue resolution for National Account team for technical, payroll/and or HR issues regarding Source 500 product.
- Provided second level support via phone for Windows and DOS based products
- Assigned to specific team responsible for restoring client confidence when relationship is “at risk”
- Upgraded on-site Customer Training software
- Accessed product from remote locations, as well as verified clients network environments was valid according to [company name] specifications.
0-5 years of experience
- Worked within Windows Server 2003/2008 R2 to provide support for the Q2 platform
- Written and executed SQL queries/commits within a live production environment
- Designed a knowledge base system with an emphasis the visual layout of information
- Provided phone support with first call resolution in mind
- Troubleshoot customer support cases opened by myself or other agents
0-5 years of experience
Responsibilities included resolving inventory imbalances of as much as $5000 on a daily basis; clearing daily Upload and Download failures; promoting code enhancements around the [company name] system; supporting physical inventories of as many as 35,000 items; troubleshooting and fixing system issues and user errors for approximately 250 users.
- Worked independently, with internal groups and with external vendors to resolve Pick Generation, Pick To Voice, AMS, Roadnet, MPOD, RF guns, sourcing, printer and [company name] application issues.
- Built queries and reports for the business.
- Software: SQL, UNIX, Linux, Toad, Oracle, Access, Excel, Remedy
0-5 years of experience
Providing internal user support for loan origination software and related applications.
- BlackBerry (Verizon, AT&T, and Sprint) support and configuration: Configuring and deploying units to users, troubleshooting and resolving BlackBerry issues over the phone.
- Empower client support (Credit, Underwriting, Pricing) and Empower account administration; Remedy.
- Broker Reporting system account administration and support (60 day no submission, pipeline, Protected broker list); LEH-reports (broker management system).
- VSS administration; E-fax administration and configuration; Web based Broker Pre-qual system support.
- Credit server monitoring and maintenance, services restarts/resets.
0-5 years of experience
- Responsible for the Implementation and setup-up of a Site, Providers, and Users and configuring the end users application settings within Greenway Prime Suite
- Research/Work Remedy tickets for adding new Providers or Users to a Site, updating existing fee for a CPT code, Adding a new CPT code, and other various Greenway Prime Suite issues
- Responsible for the technical configuration and Tier 3 support of Greenway Prime Suite
- Documents resolutions and updates self-help and staff knowledge bases.
- Follows up with other support staff involved in resolution to ensure incidents are resolved and verify with the end user/customer the issue fixed.
- Performs other duties as assigned
0-5 years of experience
- Handling users’ day to day application’s issues by 24/7 duty based
- Involving in company’s UDVTA project that are the upgraded existing applications used by chemical & refinery plants on worldwide.
- Troubleshoot/dealing with user’s issues used the Refinery based applications ( Uniformance/Intelatrac) applications as Level 2(Tier 2) Support analyst
- Application installation/ set up new services & configuration setting into the enhanced application used in worldwide
- Take part in the release team to fix and configure the system bugs that are updated by the vendor.
- Taking involvement as team member participating one track in UDVTA project and troubleshoot adhoc problems come out during project’s go live time.
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Application Support Analyst
Last edited by: Gabriela Barcenas, CPRW, Content Writer II -
Gabriela Barcenas
CPRW, Content Writer IIGabriela is a Certified Professional Resume Writer (CPRW) and career adviser. With 10 years of digital media experience and five years of resume writing expertise, her publication history includes fashion, education, travel, social justice, equitable design and career advice.
