IT Production Support Resume Examples & Samples for 2023

Candidate Info

12

years in workforce

1

year at this job

BS

Science Computer Engineering

Computer Systems Engineering

Project Management Senior Specialist - IT Production Support

Implemented 93% of 65 enterprise application changes seamlessly. Reduced environment impact by establishing process improvements to accommodate testing

Worked across IT departments including Operations and Quality Assurance to coordinate development, systems testing, implementation and production support of database migration project, which completed 2 weeks early of 6 month target
Successfully updated role ownership, role access, and application access for 85 organization members by partnering with security team and analyzing current system access. This eliminated outdated system access, removed obsolete users, and increased new employee job readiness across the organization
Saved 30 yearly job ABENDs by managing offshore production team through root cause analysis and change implementation on recurring ABENDS
Increased Production Support Sharepoint Site capacity to 40% from 10% by redesigning the site and sunsetting 4 obsolete databases
Managed and mentored intern by providing challenging assignments and motivation to create a career development plan

Candidate Info

14

years in workforce

1

year at this job

BS

Exercise And Sports Science Wellness Management

MA

Computer Information Systems

IT Production Support Manager

Responsible for the successful management of a team of 8 direct reports within the IT production support team to ensure minimal interruption for systems supporting key business functions

Managed staff performance through the identification of training issues and development opportunities and the implementation of appropriate training
Successfully evaluated and implemented process improvement within IT production to deliver a decrease in re-work
Effectively managed internal stakeholder relationships and provided reporting metrics regarding defect and fix trending to upper management and development teams

Candidate Info

23

years in workforce

2

years at this job

MA

Management / Kinesiology (working Through)

Computer Programming & Operations

IT Production Support Manager

Ensured key applications (i.e., High Touch POS, Lawson, MACH-5, RMS, CRM, etc.) are readily available and totally functional.

Managed requests for improvements, bug fixes in a timely manner.
Verified applications requiring web services and portal deployment are properly architected, configured and supported.
Provided metrics on usage of all web-services. Ensured proposed applications/enhancements were addressed in a timely manner and rolled out successfully to provide enhanced production support.
Facilitated and supported security and internal audit teams to ensure that RAC IT organization met or exceeded all of the security, audit & compliance requirements including SOX and PCI.
Team manager of 7+ Administrators.

Candidate Info

19

years in workforce

10

months at this job

BS

Project Management

BS

Information Technology

Senior Business Systems Analyst - IT Production Support & Delivery

Managed the Production Readiness (PR) process as an activity within the BCBSMA IT SDLC. The PR process is utilized by IT Operations and the Program Management Delivery (PMD) Division to review and approve the production support structure for all IT projects prior to their implementation into the production environment.

Reviewed and approved 40+ projects/releases from November - Current.
Provided SDLC training sessions and New Hire Orientations to IT Project Managers and Application System Analysts regarding the PR process.
Maintained and distributed the weekly Project Production Readiness Status Reports to 140+ recipients including the senior management, Project Managers and technical teams.
Participated in project related production incident tracking and resolution efforts.
Conducted outage analysis and reporting utilizing the IT Incident Management database (MS Access).

Candidate Info

8

years in workforce

1

month at this job

IT Production Support Manager

Managed ETL Analyst team responsible for the 24x7 ETL cycles of the CORE mortgage processing system (Oracle / AIX) utilizing US and offshore resources.

Drove overall production incident rate down by identifying and tracking recurring errors, engaging appropriate technical resources to find root causes and provide acceptable solutions.
Improved overall performance of ETL cycles by identifying specific areas for error and performance improvements and presenting viable solutions in a timely fashion
Designed and implemented reporting tools to allow early detection of performance issues within ETL cycles.
Improved management of work request and change management tools allowing for faster response to requests
Managed creation of ETL Playbook that decreased the amount of time required to bring new ETL resources up to productive capacity
Hired new ETL, DBA, and other consultants including creation of job descriptions, direct engagement of 3rd party consulting companies, candidate interviews, and final decisions.

Candidate Info

9

years in workforce

3

years at this job

Business Administration And Management

Senior Analyst - IT Production Support Management

Worked with IT market managers across the 17 state Midwest Region in the coordination and implementation of retail store build-outs, hardware/software upgrades, network enhancements, and small market acquisitions. Provided project direction and reported progress to headquarters management.

Proven management skills (SDLC methodology) to IT projects.
Interacted as liaison between internal IT groups and vendors.
Ensured that client needs were analyzed, documented, approved and delivered as required.
Developed and implemented SPOC process which created efficiencies and decreased impact to end users and customers.
Documented business processes which were dependent on information technology. Serve as a leader in executing daily fieldwork, and informing the IT managers of engagement status.
Maintained and improved Disaster Recovery Plans to ensure redundancy across all systems.
Responsible for developing and writing operations processes and procedures

Candidate Info

27

years in workforce

12

years at this job

BS

Business Administration

IT Production Support Manager

Provided management, development, and training of the IT Service Desk team

Responsible for incident and problem management, and escalation procedures
Provided and performed analysis of trending reports regarding Service Desk, call management, and call tracking
Developed and measured Service Desk SLA, resulting in higher end user satisfaction and Service Desk morale
Managed vendors to provide services, training and support
Managed hardware, software, and operating systems technology refresh projects
Implemented ITIL standards and best practices regarding incident, problem, and change management
Created clearly defined KPI reporting for IT metrics including customer satisfaction, first call resolution, application and service availability

Candidate Info

5

years in workforce

8

months at this job

HS

Advanced Placement Biology / English

C

Information Technology Concepts

IT Production Support Specialist

Supported, troubleshot and maintained MARS hardware / software system

Trained users on MARS operation standards, and enforced proper MARS procedures
Assisted production in balancing each MARS cell as needed for production reporting accuracy
Maintained and repaired computer hardware such as PCs, Printers, Barcode Printers, Servers, Switches and Wyse Terminals
Preventive maintenance on all Servers, Network Hardware, Shop Floor Cabling, Printers, Touch Screens, Scanners and Terminals
Served as ground support for additional IT problems that occur during off-hours with on-phone support from IT staff and / or Service Express agent
Performed testing on all new IT projects for quality assurance and accuracy.

Candidate Info

8

years in workforce

4

years at this job

BA

Information Technology

Programmer/analyst III IT Production Support Department

Maintained Access database - allowed management the ability to monitor all aspects of production.
Customized and automated database utilizing VBA and SQL to enhance user experience and ensure data integrity.
Wrote complex functions to provide automation in Access forms and reports to validate production. Provided technical guidance.
Created ad-hoc reports utilizing Business Objects and SQL upon request based on customer needs.
Mentored co-workers to ensure job proficiency.

Candidate Info

13

years in workforce

2

years at this job

BS

Information Systems

MBA

Master of Business Administration

Application Developer, IT Production Support

Partnered with Production Support employees and external vendors to diagnose mission-critical production system issues and minimize business interruptions.

Diagnosed application performance issues and proposed resolutions to upper management
Coded and debugged J2EE applications with Oracle database
Increased level of support on urgent items by using NetMeeting and one-on-one sessions
Led onshore and offshore teams to increase productivity and meet deadlines
Part of team to implement Serena Dimensions change management
Worked with developers, account managers, and customers to resolve application issues, and through team effort rebuilt IT Department reputation with customers
Created ad-hoc reports from Oracle databases using SQL
Involved with team on Oracle upgrade to 10g

Candidate Info

10

years in workforce

1

year at this job

BBA

Accounting / Computer Information Science

IT Production Support Analyst

Provided production support for Web and ASP applications through immediate response to major system issues to ensure that appropriate technical parties were involved and issues were tracked to resolution
Served as primary liaison between various business areas, business partners and technical teams
Worked with internal IT teams and third party vendors to document and implement detailed Corrective Action Statements
Participated in on-call after hours/weekend support

Candidate Info

11

years in workforce

4

years at this job

BS

Electrical Engineering

Asst Vice President, IT Production Support Manager

Recruited by former manager to revitalize an under-performing department. Took full-circle approach of improving team morale, standardizing delivery of IT services, and improving both customer and interdepartmental relationships. Built the highest performing team of IT Specialists in the region as evidenced by continuously exceeding Service Level Agreements (SLAs).

Responsible for full life cycle support of SLX (Securities Lending Express) and MIS Application IT Infrastructure team, responsible for the day to day Network Administration, Engineering Duties and end user support needs
Maintained and updated technical documentation for all AIX/LINUX/Wintel Servers (Dev/QA/Prod/DR servers for our Application, Oracle DB, MQ servers)
Responsible for Release/Change Management for Vendor code going in QA/Prod/DR servers, tracked the scheduled releases, coordinating release schedule. Responsible to come up with accurate/timely/proven back out plan and ensure that proper support is available from all levels of the organization i.e. SA/DBA/MQ team
Created offshore-onsite co-ordination plans and led team that supported vastly Management Information System (MIS) reports, User Developed Technologies (UDT) and IT Infrastructure.
Prod support activities includes: Application Monitoring, Application Tuning, Production Metrics (statistics that measure performance, Service Level Agreement (SLA) and Key Performance Indicator ( KPI), Problem Resolution, Information Risk Gaps within applications, Business Continuity Testing (DR)
Worked jointly with Developer/QA team to develop and implement code changes in production. Designed and implemented QA processes for pre-implementation test and monitoring production system performance. Tracked Defects/Test Plan/Requirements using HP Quality Center 9.2.

Candidate Info

22

years in workforce

10

years at this job

BA

Psychology

Psychology And Marketing

IT Production Support III

Oversaw daily operations of site computer network for LAN and WAN, desktops, laptops, servers and Cisco switches. Supported over 100 end-user workstations and field service laptops.

Installed 9 Radiant POS stations for two retail locations for the Cox Solutions stores in Parma and Fairview Park, Ohio. Also, worked closely with the Data Engineers to implement the remote WAN Connection for the Fairview Store.
Upgraded all laptops, computers, POS systems from Windows XP to Windows 7 using SCCM 2007.
Provided cellular communications support, including cell phones, Androids and tablets, iPhones, iPads, Blackberrys and MIFIs; tape backups, deployment of new software and upgrades.
Worked closely with corporate office to coordinate installation of new software and software upgrades.
Maintained close working relationships with vendors.

Candidate Info

10

years in workforce

3

years at this job

BS

Information Systems

IT Production Support Specialist/collection Rep

Consistently provides excellent coordination for a wide range of technical production functions in support of various financial applications

Troubleshooting expertise from system to component level
Composed test and analysis reports
Enforces personnel, interprets departmental rules, regulations, policies, and procedures as it relates to IT systems and applications
Trained users on custom software applications
Provided problem solving resolutions for customers
Produced UNIX Scripts for uploading EOM+10 reports
Created tickets using Remedy to support request from customers
Collaborated files and placed them in a directory using Hummingbird
Collect payments from customers
Manage customer accounts using CACS (Computer Audit Control Security)

Candidate Info

38

years in workforce

3

years at this job

AS

Business Administration

AS

Information Technology

Honda IT Production Support Specialist

I am responsible for troubleshooting, repairing and replacing production computers, factory and office laptops and printers, hand held production scanners, projectors, and time clocks.

I image and deploy new PC's and laptops.
I assist with repairing damaged network drops and network cabling.
I currently work 2nd shift and cover the entire engine plant in Anna, OH by myself.
I assist Honda Associates with Honda proprietary applications and software, along with Microsoft Office 2010 and Lotus Notes.
I ensure bar coded engine labels are printed and issued to production.

Candidate Info

13

years in workforce

3

years at this job

AS

Information Technology

MS

Computer Networking Systems

IT Production Support Specialist

Computer- loaded, and set up PC's and laptops for office or production floor use

Printers- set up Ricoh and HP printers for office or production locations as well as Zebra printers that are mostly utilized on the production floor
Scanner-set up scanner with programs to be used to scan in finished products
Preventative Maintenance-installed needed updates, ran Ethernet cabling, used compressed air to clean out PC's and keyboards, cleaned monitors, and print heads
Help support between eight to nine hundred users

Candidate Info

20

years in workforce

6

months at this job

BS

Network And Communications Management

MA

It Project Management Core

IT Production Support Manager

Supervised major projects including full domain migration, Exchange migration from 2003 to 2010, complete phone system migration, SAS70 Type 2 preparation, and FTC audit preparation.

Responsible for creation of Disaster Recovery plan.
Ran daily Scrum meetings
Provided leadership and guidance for IT production support including Helpdesk, Desktop Support, DBAs, Server Administrators, Network Administrators, and VOIP/Phone Administrators

Candidate Info

20

years in workforce

3

years at this job

BS

Business Administration

IT Production Support Manager-retail Teller Application

Manage four Analysts in support of the retail branch teller application in over 5,700 branches; prioritizes workflow for assignments from support calls to provide problem resolution within strict SLA guidelines.

Creates the Production Support group to address all application problems.
Defines new workflow process, key metrics and reporting for group to inform line of business of status of requests.
Manages project for audit remediation efforts and oversight of control self-assessment review and testing.
Mentors team members on providing superior service and growing in professional abilities.

Candidate Info

9

years in workforce

3

years at this job

C

Certificate

BS

Business

MBA

Master of Business Administration

IT Production Support Specialist/business Systems and Applications Analyst

Perform requirements elicitation, analysis and documentation related to business systems/applications enhancement requests.
Assume various project roles and apply PMI and IIBA principles to ensure the success of both IT and enterprise-wide projects; these roles include business analyst, project manager, associate project manager, project coordinator, tester, trainer, application analyst, and application support analyst.
Provide 2nd and 3rd tier level application support to our internal customers. Escalate and coordinate Level 4 issues with the application vendor. Develop and train IT Support Desk staff to successfully handle Level 2 application support issues.
Assist with the IT administration of several applications that include: procure to pay, company intranet, HRIS/ERP, IT ticketing system, team/project workspace, and CRM.
Dare to be Great award winner (2010, 3rd Quarter). Contributed to the successful enterprise-wide implementation of a new procure to pay application. Assisted with requirements gathering, project management, testing, training and application support.
Created and implemented a business process that efficiently gathers user requirements surrounding client contract deliverables; documents the approval of deliverables to be tracked using our HRIS/ERP system; and ensures code creation/edit and appropriate end user training on how to track the deliverables in the HRIS/ERP application.

Candidate Info

6

years in workforce

2

years at this job

BA

Information Technology And Informatics

MA

Business Administration

IT Production Support Analyst

Conducted analysis of products in the systems for 23 distribution centers in North America and made critical decisions based on product's sales history
Assisted in the database project by ensuring that products used in old database were created into new database
Created analytical reports to enforce product consistency between distribution centers
Responsible for creating and updating products in databases per sales directors, general and office manager's requests
Monitored purchase and sales orders for distribution centers and immediately corrected errors
Created and maintained user accounts
Worked closely with accounting manager and financial controller to ensure that products were consistent between databases for all distribution centers so that financial reports were accurate
Fixed product mapping issues within databases through an online portal
Ensure that 7 scheduled jobs (e.g., revenue, credits) complete successfully, troubleshoot as needed
Assisted reporting manager in receiving and purchasing IT assets in an Oracle based system.

Candidate Info

10

years in workforce

3

years at this job

HS

High School Diploma

IT Production Support Specialist

Provide technical advice, guidance, and troubleshooting to customers using both monitoring and diagnostic tools.

Restore routine technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures.
Perform proactive analysis of potential application and infrastructure issues and facilitates resolution prior to customer impact.
Recommends procedures and controls for problem prevention. Works in a team setting, sharing information and assisting others.

Candidate Info

2

months in workforce

2

months at this job

BS

Computer Science