Support Analyst / Senior Support Analyst Cover Letter

Please consider me for the support analyst / senior support analyst opportunity. I am including my resume that lists my qualifications and experience.

In the previous role, I was responsible for expert navigational and operational help for a wide range of Barclays processes, procedures and IT systems.

My experience is an excellent fit for the list of requirements in this job:

• Strong knowledge of Life, Annuity and Retirement products
• Working knowledge of contact center workforce management systems (Aspect eWFM, Nice IEX)
• Industry knowledge and experience managing to contact center KPI’s (AHT, ABN, ASA)
• Able to comprehend and translate technical information and apply to business solutions
• Have a good functional knowledge of web technologies, database concepts, developer-level understanding of programming schema, programming knowledge and networking concepts
• BS in statistics/marketing science/marketing research economics/business
• A tenacious, data driven, logical problem solver
• Event support (Internal All Staff onsite and offsite meetings)

I would like to submit my application for the support analyst / senior support analyst opening. Please accept this letter and the attached resume.

In my previous role, I was responsible for oversight and governance of Managed Service Providers in support of Application Support processes including, Incident Management, Change Management, and Problem Management in accordance with T-Mobile policy, ITIL standards and the prescribed SLA’s.

Please consider my experience and qualifications for this position:

• Knowledge of performance tuning and monitoring
• Understanding of APEX Controllers, Apex Triggers, Visual force Pages, Test Classes
• Experience on Salesforce deployments
• Basics on Integration (SOAP WSDL)
• Work on services (SOAP WSDL)
• Work on Salesforce Batches/Schedules
• Primary proficient in Salesforce.com (SFDC) and supporting Salesforce administrative activities
• Good understanding of the Credit Card Industry will be preferred but not mandatory

In response to your job posting for support analyst / senior support analyst, I am including this letter and my resume for your review.

In the previous role, I was responsible for support services including all day to day management and support of activities related to Active Directory, Microsoft Windows operation systems, Office 365, Azure• Monitor and Manage the policies being applied to laptops, mobile devices, helping to ensure the health of the Mobile Device Management (MDM) service, and manage the changes to the MDM infrastructure.

Please consider my experience and qualifications for this position:

• Application of technical and functional expertise to troubleshoot global client issues
• Management of issues based on category according to the laid down procedures (including internal/external escalations and communications for Critical (Cat 1 and as needed Cat 2) issues, working to pre-determined issue response and turnaround timeframes and client SLA’s where appropriate
• Assisting clients with testing and implementation of industry-mandated projects, and relevant scheduled software upgrades in conjunction with the FIS team and Client Services Representatives
• Implementation of Change Requests and Service Requests according to the FIS
• Troubleshoot complicated technical issues and take ownership through to resolution
• Inspire commitment, high energy and positive attitude from the colleagues
• Influence the overall team’s performance to ensure that all KPI’s are met
• Proactively identify and drive opportunities to automate ITSD call demand through self service options IT Support portal improvements

I am excited to be applying for the position of support analyst / senior support analyst. Please accept this letter and the attached resume as my interest in this position.

In my previous role, I was responsible for tier 2 and Tier 3 support for all services related to Active Directory, Security, Messaging, 0365 email, Symantec Enterprise Vault, and integrated AD operating system products.

Please consider my experience and qualifications for this position:

• Exposure to Cloud platforms (Apaas v2, v3) preferred
• Java Certification (SCJP)/Oracle Certifications preferred
• Experience of working with Global teams preferred
• ITIL v.3 Foundations an asset
• Provide support to business on UAT of incident fixes and configuration requests
• Ensure all understanding issues are filtered at our level and should not pass to next level
• Confidence in talking directly to client contacts at all levels
• Working knowledge of web browser configurations, multiple versions

I submit this application to express my sincere interest in the support analyst / senior support analyst position.

In the previous role, I was responsible for support to the Manager, Compliance within Scotiabank’s Asset Management division in carrying out day-to-day compliance functions and the development, updating and administration of Compliance policies, procedures, training and reference materials, systems and manual processes.

Please consider my qualifications and experience:

• Knowledge on tuning the graphs/workflows and SQL queries to optimize the application performance
• Proactively managing BAU activities to ensure the right activities are being prioritised
• Good analytical, trouble shooting and communication skills
• Proven onsite/offshore coordination experience
• Working on Hybris related issues, incidents, alerts, tickets based on the priority
• Identify root-cause and create RCA documents
• Onsite/offshore interaction, peak planning, etc
• Incidents Triage and coordination of tickets