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Application Support Manager Resume Samples
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0-5 years of experience
Worked as an Application Support Manager on NVAM (Navis Voice Activation Manager).
- Installed major application releases and patches during regular maintenance windows and assisted with any post production issues.
- Reduced labor hours by 15% by automating application process monitoring by writing scripts using Patrol Monitoring System
- Configured Connect Direct to send data files to upstream systems that helped reduce file transfer failures by 10%.
- Reviewed Axent Security reports and implemented the changes necessary to make the systems security compliant.
0-5 years of experience
Delivered global support solutions for the equity swaps trading desk at [company name]. Designed an IT support model for the equity swaps desk with a 6-month integration project to guide project planning, reporting and governance.
- Designed an IT support model for the equity swaps desk with a 6-month integration project to guide project planning, reporting and governance
- Coordinated decommission, upgrade and implementation efforts in a mixed COTS and proprietary application environment.
- Developed an application support team that provided IT support services to global equity swaps market traders based in the U.S. and Europe
- Negotiated SLA and statement of work (SOW) levels and identified KPI’s for solution validation
- Developed use and test cases to guide development and implementation of proprietary applications
0-5 years of experience
Supported in house application (Worldlink) and solved challenging problems in software workflow and user interface.
- Managed day-to-day Help Desk activities, such as call center call queue, staff, ticket assignments (Sales Force Ticketing System), escalation point of contact for 1100 remote users and Tier 2 application support.
- Monitored, troubleshoot and resolved requests within the Service Level Agreement parameters.
- Provided QA support for development team with new releases and code changes.
- Implemented change requests (enhancements & defect corrections) and ensured that coding standards are adhered to at all times. This included the development and maintenance of software customizations and user interface, standard and custom reports as well as FedEx and UPS rating engines.
- Obtained, installed & configured third party software components as well IT in-house support.
- Worked with VB, XML, SQL 2005, Crystal Reports, SharePoint Sales Force, Windows 2003, MS Virtual PC, Shore Tel Call Manager, and Citrix Go-To- Meeting.
6-10 years of experience
Proactive support and administrative functions for 80 clients in a multi-platform environment as a primary point of contact.
- Took front line administrator communications, documented application and administrative issues and highlighted bugs in the underlying product for the development team.
- Provided tier one administration in a Linux environment and on call support.
- Developed SQL scripts for data mining and modification of databases based on customer requirements.
- Created training for support of new applications functions and customer customizations.
0-5 years of experience
Managed 15-member onshore and offshore customer support team that responded to 24,000+ helpdesk tickets annually from 5 queues in 2 different ticketing systems
- Led high profile server consolidation project resulting in lower hardware and maintenance costs, centralized administration and improved accessibility
- Created sub team to publish end user newsletters and “How To” Database resulting in reduction of Service Desk Requests and faster resolution times
- Oversaw Corporate Broadcast team responsible for sending approximately 200 broadcasts annually to 9M+ recipients
- Supervised Lotus Notes Application Environment that supported 14,000+ applications, many of which are mission critical to CSC and its customers
- Provided 24 x 7 escalation point for critical issues or outages
- Provided input and support to Sametime, Email, Applications and Capital Budgets in excess of 13 million dollars
0-5 years of experience
Managed projects involving complex J2EE Web applications operating at high traffic levels in a clustered environment.
- Provided 24×7 application development and support services for the sites.
- Recruited, developed, motivated, and evaluated the performance of assigned staff.
- Established work plans and schedules, and then managed the design, development, testing and on-time delivery of application enhancements and software releases.
- Orchestrated infrastructure upgrades and regression testing to achieve uninterrupted service.
- Worked with the state customers through ACS field offices to articulate requirements and match support levels to their needs/budgets.
0-5 years of experience
Supervised Information Technology ICOMS billing help desk serving a 900+ call center.
- Managed the IT planning and development of ICOMS software and upgrades.
- Researched and troubleshot all ICOMS billing issues related to software problems for Telephony, Data, and Video.
- Researched and troubleshot all JDE and Kronos issues, and managed all DB2 database security.
- Coordinated and facilitated meetings and communications with various vendors, customers, departments, and other Cox systems to plan and implement projects, and resolve issues.
- Created and distributed financial and operational reports.
- Performed team coaching and development.
0-5 years of experience
Directed and monitored all facets of product and service sales and marketing, technical project development and implementation, and contract negotiation.
- Managed team of 5 Global Application Support Engineers in the US/Canada regions.
- Applied internal/external business service level agreements and was instrumental in deploying ITSM Methodologies across horizontal, multifunctional business platforms.
- Ensured “Best in Class” practices and validated “Total Customer Experience.”
- Built, led, and fostered highly qualified, cross-functional teams.
0-5 years of experience
Managed support team of 16 staff, 7 employees and 9 contractors, responsible for support and project work for Finance, HR and Payroll applications
- Successfully managed and transitioned support of legacy applications to an outsourced vendor.
- Partnered with development teams in working to transition applications to SAP.
- Increased support systems portfolio by developing staff and transitioning resources.
0-5 years of experience
Responsible for maintaining the operational capabilities of the Cellular Billing System for three South America clients: Porte Alegre and Brasilia Brazil and Uruguary.
- Provided software support for the Sema Group’s Telecom Call Rating and Customer Support Application System. The system was written in 90% COBOL and 10% FORTRAN and ran on the VAX APHLA hardware.
- Developed computer programs and made code changes based upon the Client requirement. Requirements were obtained 75% of the time on-site at the Client’s location.
- Tested the code changes for proper functionality on test systems in Atlanta.
- Upon Client’s approval, made onsite visits to install the changes and provide support for processing of the new solutions. Provided any personnel training needed for these updates.
- Maintained complete documentation of the all code changes and assisted in identifying any future changes needed to meet the needs of the Client.
0-5 years of experience
Provided Firm wide tier III support for all primary desktop applications and operating systems (Windows 98/2000).
- Tested, prepared, documented and implemented all software migrations to NY’s 500 desktops in conjunction with the Applications Supervisor, Help Desk Manager and Network Manager. Efforts resulted in reduced downtime for end user population.
- Documented installation processes for office specific and firm wide software implementations which resulted in an increase in efficient software migrations.
- Ensured that the Firm met the approved and accepted standards and compliancy for all production software in use.
- Tested and implemented all service packs, patches and version upgrades as necessary and when available. These efforts ensured less server downtime.
- Established Applications Department capital and expense budget by analyzing current year’s data usage versus anticipated future need. As a result, capital budget was routinely brought in under budget.
0-5 years of experience
Managed Application Support Teams in the US, UK, India, and Hong Kong
- Trained support personnel in the use of Portware architecture and product suite
- Scheduled support resources for client implementations, software releases, client maintenance and internal support requests
- Liaised between internal groups (Support, Development, Quality Assurance, DBA, and Account Management) for the purpose of product releases, client deadlines, and improving existing internal procedures
- Created procedural run books, work flow documentation, knowledge base articles and test cases
- Conducted final review and preparation for product release post Quality Assurance hand-off
- Designed, configured, and maintained Citrix infrastructure for the Cloud product
Computer Software Cover Letter Examples
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.
