Production Support Resume Samples

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Production Support staff work in the information technology field and are responsible for supporting the computer systems and applications being designed for end users. Production Support example resumes highlight the following duties: identifying code errors, investigating production errors, making code corrections, and solving infrastructure issues. Based on our collection of resumes for this position, the most important qualifications are technical skills, problem-solving orientation, customer focus, teamwork, computer proficiency, and attention to details. Eligible candidates hold a Bachelor’s Degree in computer science or information technology.

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1

Director, Production Support

Led a team of 50 application developers & implementers and 10 Network Circuitry Build team for applications to automate nationwide customer self service functionality for order and repair requests.

  • Increased self-service rate by >20% in the first year of inception (expectation10% only) and produced > $18M savings in two years. Processed ~12M customer calls in first year of inception (~ 6months)
  • Reduced customer call duration and volume for a center Rep by 20% and lowered call load on call centers by 10%.
  • Reduced wait times (busy signals) and faster access for customers during high call volumes by ~10%.
  • Improved customer experience by ~15% via self-service voice portal implementation.
  • Stabilized operations environment through upgrades/ process improvements, reduced outages 35%.
Candidate Info
3
years in
workforce
1
year
at this job
MS
Computer Science
MBA
Master of Business Administration
2

Application Development, Production Support, Business Analyst

  • Recognition award for outstanding service in 2010
  • Built the Suspense Queue Oversight application responsible for drastically reducing the portfolio suspense balance
  • Developed quality checking tools which have helped to prevent losses averaging $15k per month
  • Ranked in the top 3 for volume of issue resolutions with 100% satisfaction rating
  • Provided technical support for the entire JPMC Exchange network
Candidate Info
10
years in
workforce
7
years
at this job
3

IT Asset Management Production Support Analyst I

Provided support to IT Operations objectives and worked with solution providers both internal and external to realize project goals.

  • Primary author of release management process to support the software deployment solution (Altiris).
  • Selected to deliver software deployment training for new associates.
  • Provided 2nd level product support and served as interface into engineering for escalated issues.
  • Designed and implemented Active Directory maintenance routine.
Candidate Info
6
years in
workforce
3
years
at this job
BA
English Literature
4

Production Support Engineer

  • Supported the fabrication and assembly of a first article GE Locomotive
  • Captured production issues identified by manufacturing team and worked with design engineers to develop solutions
  • Documented issues in tracking tool and monitored issues throughout solution and closure
  • Helped implement new a new tracking tool by serving as one of the initial users and providing instruction to design engineers and other stakeholders
  • Prepared weekly report documenting the metrics associated with assigned build
Candidate Info
6
years in
workforce
7
months
at this job
BS
Mechanical Engineering
5

Technical Specialist / Production Support Supervisor

Specializing in secure file transfer procedures. Including developing, testing and implementing automated file transfer processes. Provided off-hours production support with responsibility of providing guidance, leadership and training to remote help desk support personnel.

  • Created and presented a business case for change control and a lockdown of the production environment which was partially implemented
  • Substantially decreased off-hour support calls by working with support personnel learning procedures to proactively resolve a number of common failures
  • Developed and implemented escalation procedures for contacting off-hour support personnel
Candidate Info
14
years in
workforce
2
years
at this job
AS
Computer Science
BS
Information Technology
6

Production Support Manager

Managed professional staff in Purchasing, Engineering, Scheduling, Quoting, and Projects to ensure all items completed within established turn-times and cost objectives.

  • Managed both internal and external production schedules, commitments and delivery timelines.
  • Provided daily and ad hoc reports to sales and logistics managers and department supervisors in order to ensure timely repair completion.
  • Worked to resolve issues and take corrective actions to ensure customer expectations were met.
  • Served as a key business resource on complex and/or critical issues.
  • Maintained training schedules to ensure all certifications and quality management systems were up to date for responsible departments.
  • Administered the production process and adjusted schedules and items to be repaired as needed.
  • Supervised seventeen electronic technicians.
  • Involved with recruitment and selection of technicians, providing performance feedback and resolving employee issues.
  • Worked with sales to meet customer needs with presentations, meetings, and any rush needs.
Candidate Info
23
years in
workforce
11
years
at this job
AA
Business Office Administration
7

Mainframe Production Support Technician

Subcontracted to SEI as a Production Control Analyst and assigned to their NIGHT shift operations team to provide online and batch software quality assurance for Trust 3000 applications and processes in their mainframe environment.

  • Used CA Scheduler to manage and monitor T3K process thru-puts, and maintain new and existing investment application systems for all member banks. Other applications used were TSO/E, ISPF/PDF, JES, SAR, MVS, NDM, Tivoli Enterprise Portal, OS/390 and Z/OS operating system components.
  • Maintained JCL coding for all Trust 3000 applications and processes.
  • Performed abend/resolution and file maintenance per installation workflow instructions as needed and recorded incidents in worksite problem management log that jeopardized client service level agreements.
  • Used past working experience and technical expertise in the absence of set procedures to resolve problems that would have delayed the T3K application completion.
  • Performed departmental shift turnovers, and published morning health reports to all respective parties and management groups regarding the previous night activity that were impact related.
Candidate Info
15
years in
workforce
6
months
at this job
AA
Associate of Arts
8

Senior Manager, Production Support

Led a team of 8 associates, managing day-to-day operations support and software deployments to a centralized database infrastructure and to retail pharmacies across the United States and Puerto Rico.

  • Following ITSM protocols, directed incident, problem and change management, internal and external incident root cause analysis, and defect elimination plans.
  • Worked collaboratively with CVS vendors to coordinate maintenance activities as well as service provider upgrades.
  • Actively participated in after hours and weekend support per business needs.
Candidate Info
21
years in
workforce
1
year
at this job
BS
Computer Science
9

Production Support Analyst, Advantage Application

Responsible for managing work intake for production support team (claim) using the HPSM tracking tool for the Advantage Application. Advantage is a series of processes that is Web Based and is used for updating and maintaining HealthCare Reimbursement Accounts (HRA) and Flexible Spending Accounts (FSA).

  • Researched and resolved issues that were identified with respect to the claim and eligibility components with usage of XML and QMF for Windows tools.
  • Created Service Requests (SR) for issues that require coding changes. Collaborated and interacted with technical leads and resources from various components to resolve issues in a timely manner.
  • Facilitated meetings with impacted teams/vendors for implementation of changes - assessed impact of issues, developed short term workarounds, facilitated internal and external reviews of final requirements.
  • Fully supported the implementation of functional changes, as a result of production support issues, through all phases of the lifecycle, including design, defect triage and resolution. Partnered closely with the Design and Quality Assurance teams to develop and maintain successful resolution of all identified issues.
  • Led and coordinated change management activities for the successful implementation of the identified production support issues
  • Responsible for ensuring that Project documentation was updated in SharePoint to ensure the continuity and re-usability of business and system documentation.
  • Built effective partnerships with the broader business and systems communities through collaboration and information dissemination.
Candidate Info
10
years in
workforce
4
years
at this job
BS
Bachelor of Science
MS
Management, Information Systems
10

UNIX Production Support Analyst @ Cox Communications

Responsible for monitoring and maintaining internal applications used to monitor various Cox Communications products and services.

  • Created analysis monitor Perl scripts to detect issues with existing tools.
  • Created MySQL database tables for storing trend analysis data.
  • Created Perl scripts to retrieve and analyze PostgreSQL-based application data.
  • Performed on-call activities.
  • Performed change control activities to update production tools and systems.
  • Participated with team developing PHP scripts to populate scorecards for displaying application performance and other metrics.
Candidate Info
17
years in
workforce
1
year
at this job
BA
History

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