Lead Support Analyst Resume Samples

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M Gislason

Meghan

Gislason

196 Fahey Mountain

New York

+1 (555) 321 3481

196 Fahey Mountain

New York

Phone

p +1 (555) 321 3481

Experience Experience

New York, NY

Lead Support Analyst

New York, NY

Cruickshank-Yost

New York, NY

Lead Support Analyst

Analyze, research, design, program, debug and modify software products and applications
Assist in day-to-day production/non-production issues, act as escalation point to resolve urgent and/or complex issues and manage expectations
Apply standards and researches/shares best practices; learns new products and product enhancements and proactively shares knowledge with teams; documents and escalates gaps/weaknesses; documents the technical specifications
Contribute to training materials and/or instructions for end-users
Understand how the organization’s applications interact with different systems and business processes to ensure they operate smoothly
Research and remain informed of new technology and development tools
Provide regular verbal and written communications regarding status, risks, issues, as well as makes recommendations for remediation or change

Houston, TX

ETL Lead Support Analyst

Houston, TX

Breitenberg, O'Reilly and Hagenes

Houston, TX

ETL Lead Support Analyst

Ensure compliance to OPEX ITIL Standards, Change management, incident management, problem management, release management and SLA attainment
Work with ETL architects and leverage DAC for task scheduling , workflow management and maintenance activities
Work with ETL architects on capacity / demand management
Drive problem management for repetitive issues across ETL platform
Establish and sustain relationship with application customers and ETL senior team
Performance Tuning
Problem management

present

New York, NY

Lead Analyst, Technical Support

New York, NY

Cummerata, Wolff and Streich

present

New York, NY

Lead Analyst, Technical Support

present

Performs first-level network administration duties including permission assignment, password management and access control
Resolves issues related to remote access including VPN, Citrix, email, and network access
Recommends initiatives geared toward departmental process improvement
Provides end user training for computer hardware and software
Manages stock of shared computing and audiovisual equipment
Maintains current knowledge of technological trends and news relevant to hardware, software, training, and processes of the Desktop Operations team
Facilitates preparation and distribution of end user technologies, including computers and telecommunications equipment

Education Education

Bachelor’s Degree in Computer Science

Harvard University

Bachelor’s Degree in Computer Science

Skills Skills

Basic level knowledge of enterprise SaaS solutions and related cloud technologies
Basic level knowledge of Accounting/Finance principals and operational business processes
Basic level knowledge of project management principles/methodologies (e.g. PMI, Agile, etc…)
Ability to challenge and debate issues of importance to the organization and be persuasive with details and facts
Intermediate ability to read and write scripts and/or code (T-SQL, HTML, CSS, XML, SQL, JavaScript, Java, JQuery, etc…)
Ability to isolate and resolve technical issues in a timely manner
Respond to customer requests, troubleshooting, reported problems pertaining to the applications performance and reliability
Ability to set and change priorities amongst multiple competing constituencies
Ability to work independently or as a team to achieve desired outcomes with little to no supervision
Intermediate level knowledge of ITIL/ITSM principals and applications to IT Services

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15 Lead Support Analyst resume templates

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Lead Digital Support Analyst Resume Examples & Samples

Lead and prioritize the DSW.com Application Support work load
Coordinate with business on marketing activities
Contribute to the planning of application releases and configuration changes
Contribute to Digital platform tuning recommendations/gleaning insights on data observed within monitoring. Provide input to capacity analysis
Interact with internal teams and external 3rd party vendors to trouble shoot and resolve complex problems
Design appropriate metrics for reporting on key performance and quality indicators, particularly in terms of in-depth trend analysis
Maintain application monitoring, performance tuning and testing. Responsible for maintaining and creating dashboards & alerts (Splunk, AppDynamics)
Lead on-call team. Triage p1 / p2 issues. More importantly: Monitor in such a way that prevents incidents from escalating to P1/P2
Responsible for content migration to dsw.com & mobile apps, which includes various batch jobs like inventory, BCC deployment, Endeca Baseline, Product / pricing feed. In case of issues responsible for troubleshooting and escalating to technical SMEs as needed
Ensure all periodic maintenance is staffed, communicated to IT/Biz & executed
A minimum of 10 years of experience with 5 years in leadership role in application development
Excellent communication, analytical, and leadership skills
Must possess a strong attention to detail, self-directed, superior follow-up skills and be results oriented
Knowledge and understanding of retail industry a plus
Experience in business interactions, requirements analysis, and application development methodologies
Ability to integrate in a rapidly changing environment
Strong oral/written communications and analytical skills
Decisive and results oriented
High performance individual who expects the same from others and teaches by example

Lead Analyst, Business Support & Analytics Resume Examples & Samples

Create automated performance management and analytical tools for sales leaders
Create predictive models
Scrubbing, normalizing, combining and integrating data from different data sources
Is the lead on preparing reports to be used by other departments to correct billing issues

Lead Support Analyst Resume Examples & Samples

Analyze, research, design, program, debug and modify software products and applications
Assist in day-to-day production/non-production issues, act as escalation point to resolve urgent and/or complex issues and manage expectations
Respond to customer requests, troubleshooting, reported problems pertaining to the applications performance and reliability
Manage and monitor performance of enterprise applications, ensuring continuous improvement, responsiveness, accountability, and seamless effective service for customers
Active role in System Requirement Analysis and Provide quality estimates and/or timelines for support tasks for projects and enhancement requests
Apply standards and researches/shares best practices; learns new products and product enhancements and proactively shares knowledge with teams; documents and escalates gaps/weaknesses; documents the technical specifications
Contribute to training materials and/or instructions for end-users
Understand how the organization’s applications interact with different systems and business processes to ensure they operate smoothly
Research and remain informed of new technology and development tools
Continuously analyze and monitor issues/problems with the focus of determining root cause and understanding patterns with the aim of improving the product, delivery methodology and overall organization
Provide regular verbal and written communications regarding status, risks, issues, as well as makes recommendations for remediation or change
Advanced level knowledge of Enterprise Applications and their related architectures (e.g. C#, ASP.NET )
Intermediate level knowledge of Oracle technologies (e.g. EBS, OBIEE, SOA, HCM, APEX etc...)
Intermediate level knowledge of integration technologies, concepts, and application (e.g. SOA, XML, EDI, etc…)
Intermediate level knowledge of database design, administration, and development (i.e. Oracle RDMS, Microsoft SQL Server and ETL)
Intermediate ability to read and write scripts and/or code (T-SQL, HTML, CSS, XML, SQL, JavaScript, Java, JQuery, etc…)
Intermediate level knowledge of software development, lifecycle practices
Intermediate level knowledge of ITIL/ITSM principals and applications to IT Services
, and design methodologies
Basic level knowledge of Accounting/Finance principals and operational business processes
Basic level knowledge of enterprise SaaS solutions and related cloud technologies
Basic level knowledge of project management principles/methodologies (e.g. PMI, Agile, etc…)
Skilled at translating technical jargon into laymen's terms for business owners/partners that are actionable, informational, or support the decision making process
Ability to isolate and resolve technical issues in a timely manner
Ability to challenge and debate issues of importance to the organization and be persuasive with details and facts
Ability to set and change priorities amongst multiple competing constituencies
Understands the business processes of the customer and leverages this knowledge to ensure that projects and support activities delivered by direct reports meet the needs of the customer
Ability to work independently or as a team to achieve desired outcomes with little to no supervision
5 years’ experience in advanced (e.g. Tier 2 or Tier 3) software support and development
Bachelor's Degree in Computer Science or Information Technology or related field

Lead Appl Support Analyst Resume Examples & Samples

Good working knowledge of MS Windows OS (Desktop and Server editions), Unix/Linux and Wintel environments
Good knowledge of MS Office suite 2003 and above and MS Visio 2003 (optional)
Good understanding of internet applications, protocols and web tools. Awareness of various browsers and operating systems
Good understanding of team collaboration tools such as WebEx, MS SharePoint
Good working knowledge of a issue/problem management system such as BMC Remedy
Basic knowledge of HTML, XML, XSL, SOAP, SWIFT and FiXML
Basic knowledge of JavaScript, VBScript, .NET framework or J2EE, MS IDE such as Visual Studio, Web Services concepts, Relational Database concepts and basic SQL skills
Scripting knowledge using VB Script, Powershell and Java Script
Gain in-depth technical knowledge of applications such as application infrastructure setup, application configuration, data sources and services connectivity etc
Good to have exposed to IBM Websphere MQ, Basic Unix commands and UNIX OS Utilities (chmod, alias, cron etc)
Good to have exposed to F5, Dynatrace, HPOV etc
Resolves moderately complex software application problems. Escalates issues to management
Monitors changes to applications and their operating environment. Analyzes any issues of moderate complexity and reports on and documents solutions
Provides application support input with regard to SCM activities. May interact directly with clients regarding project activities
Ensures application test/checkout plans are updated
Supports product migrations through all systems environments
Reviews contingency documentation and recommends updates

SAP Abap Support Lead Analyst Resume Examples & Samples

Forms Development – Adobe Forms, SAPScript, Smartforms
SAP Integration – PI, ALE, IDoc
Userexits, BADI, enhancement spots
Exposure on interfaces using IDOC/File, Transfer/Proxy
Module Pool
Exposure to three or more of the following SAP modules: MM, SD, PP, FICO, WM
Will manage incidents/Requests and changes by troubleshooting and bug-fixing/development of Interfaces, Reports, Conversions, Extensions, Workflow, Forms using SAP development technologies.Expert trouble-shooter and proven expertise as a Production support specialist
Deliver incident, request and change within EATON specified SLAs and updates to stakeholders in timely manner
Will provide production support as needed to address custom and standard development issues
Will deliver in small requests around the globe by development of Interfaces, Reports, Conversions, Extensions, Workflow, and Forms using SAP development technologies
Will provide excellent quality code as well as excellent documentation including unit test scripts and results. Will Maintain zero impact through regression testing in the global environment
Will mentor, train and guide members on the support team member
Will communicate and mentor the support team on global development processes and procedures and ensure that they are adhered to
Recommends and leads improvements to applications and processes
Participate in application upgrades by testing and documenting functionality
Stays current with Technology trends in Information Technology advancements
B.E / BTech / MCA / Equivalent B.S. Comp Sci / Mathematics / Engineering / Equivalent
Must have expertise technical knowledge of SAP ECC 5.0 or higher with a minimum of 8yrs experience across multiple SAP modules using ABAP, SAPScript/Adobe Forms/Smartforms, LSMW, and IDoc’s
Must have extensive knowledge of trouble shooting Production scenarios and SAP development technologies and exposure to SAP IDOC/messages
Should be versed with Data load technologies and strategy
Ability to take direction and work independently

SAP SD Support Lead Analyst Resume Examples & Samples

Manage incidents and request based on EATON specified SLAs
Write functional specifications to be handed to the SAP technical analysts when programming changes are necessary to resolve an issue or to provide a small enhancement
Identify problems (reoccurring incidents) – verify possible root cause and provide solution
Implement changes based on Eaton Change management process
Work with other support team members as necessary (e.g. FICO, MM, PP) to solve problems and to ensure an integrated system solution
Assist with testing of small enhancements and fixes as required using Eaton standard testing tools and processes
Align solution design with SAP governance team to ensure proposed solutions are lined up with the Global Standards
Verify (process) changes with local and regional BPOs
Perform Queue and ticket Management based on Eaton’s ITIL process
Work in partnership with business users on business requirements, processes, and systems. Provide knowledge and input to the business on the system implications of business process changes
Effectively use workflow and process diagrams when explaining company-standard sales processes and when capturing business requirements
Demonstrate analytical skills, to critically evaluate the information gathered from multiple sources, reconcile conflicts, decompose high-level information into details
Analyze business requirements, assess alternative solutions, design develop and implement application system solutions using SAP ERP and Eaton standards
5-7 years SAP SD Experience including Design and Configuration
Solid English, and basic German is required
Sales business experience are a plus

Lead Analyst Oracle Apps Support Resume Examples & Samples

Analyze and resolve requests and incidents (Medium to High complexity tickets) related with Oracle financials applications. Work across all Oracle financials modules as required
Resolve user requests in a timely manner to meet SLA requirements. Work on development for small requests, code, and design reviews
Work closely with other teams such as database (EDM) and business teams at the shared service centers to ensure tickets are addressed in timely manner
Proficiency in IT Service Management processes for Incident, Request, Change, and Problem Management. Drive process to achieve or exceed Eaton established IT Service Management targets for metrics
Document and create knowledge repository which will help in providing quick resolution of tickets
Identify opportunities for continuous improvement and drive these changes, including addressing recurring issues via problem management process
Suggest and develop organizational standards and processes for Production support activities in Oracle Apps area
Coach and mentor other team members as needed
Coordinate incidents/request management, queue management, design and development for smaller enhancements, application configuration, testing and user training
Minimum 6 years of technical experience in Oracle apps
Minimum 3 years of experience in R12 Oracle financials --(AP, AR, GL, FA, PA, PO)
Must be legally authorized to work in the United States without sponsorship
No relocation benefit is being offered for this position. Only candidates that currently reside within the immediate geographical area of X will be considered
Broad knowledge of information technology capabilities and characteristics, software languages and applications, data base technology, communications hardware/software, standards and procedures and data security techniques

Lead Analyst, Technical Support Resume Examples & Samples

Monitor ACD phone system for incoming calls to ensure we are adequately staffed
Be a role model across the team and department and lead by example
Supports a wide range of customers via email, telephone and in person
Performs administrative functions related to support delivery, including: tracking support requests, completing paperwork, scheduling appointments and generating documentation
Coordinates account creation, provisioning and deactivation
Performs first-level network administration duties including permission assignment, password management and access control
Communicates with other Enterprise Technologies teams to escalate advanced issues
Some on-call work may be required
Some domestic travel (less than 10%) may be required
Minimum 5 years of work experience in a technical support setting
Experience with Microsoft Active Directory and/or Exchange
Educational background in a technical field

Lead Analyst EDI Integration Support Resume Examples & Samples

Assist in EDI implementations around the globe on multiple sending and receiving systems
Provide production support as needed for already developed system components
Continually learn relevant EDI techniques to provide value to our business by enhancing self-knowledge and capability
Provide excellent quality EDI requirements as well as work with the EDI CoE and development areas to gather full technical requirements and estimates
Produce specifications for our EDI development team
Set up test data and will provide test files to the EDI development team or to the trading partner as needed
Assist and/or drive the testing of developed EDI Transactions to ensure quality of the project deliverables
Fully document all projects, maps, business processes, support documentation for storage in an EDI Documentation database
Bachelor’s Degree from an accredited Institution
Minimum of 3 years of EDI experience
Must be legally authorized to work in the United States without company sponsorship
Must reside within a 50 mile radius of work location; no relocation benefit offered
Knowledge of ANSI X12, EDIFACT, Odette, VDA, and RND standards
Knowledge of Sterling Integration SI 5.2
Experience working with Value Added Networks (VAN)
Strong attention to detail and an ability to prioritize and work in a highly fluent and fast paced environment
Strong interpersonal skills, with the ability to promote ideas and work effectively with all levels within the organization
Experience in configuring EDI setups in SAP with exposure to Quote to Cash(QTC), Requisition to Cash (RTC) modules
Experience in Oracle eBusinessSuite(EBS), Oracle RLM, Order Management, Purchasing, MRP
Good team player, self-motivating and committed with an ability to work under pressure and to tight deadline

SAP BW Support Lead Analyst Resume Examples & Samples

Data Load Monitoring
Business Explorer
Web Application Designer
Crystal Reports Enterprise
Dashboards
5 years of experience in all BW back end objects in BW 3.x as well as BW 7.0
2-3 year experience in ABAP
Solid English skills, other language proficiency
Familiarity with BOBJ integration to SAP modules and BW
Familiarity with SAP SLT
Familiarity with project management methodology

Lead Analyst Oracle E-business Support Resume Examples & Samples

Coordinate and manage incidents, requests, and changes by troubleshooting, bug-fixing, and code changes or enhancement of Interfaces, Reports, Conversions, Extensions, Workflow, Forms using Oracle Tools
Deliver requests for development / enhancement of interfaces, reports, conversions, extensions, workflow, and forms using Oracle tools
Have good understanding of manufacturing and financial process flows and functionalities of Oracle Manufacturing and financials modules, proficient enough to troubleshoot issues and answer user queries about application functionality or process flows
Able to develop an understanding of both technology and business concepts and is able to articulate business processes
Identify recurring incidents (problems). Verify possible root cause and provide solution. Suggest improvements to applications and processes in order to decrease incidents and maintain quality. (Demonstrates incident and problem management expertise.)
Ensure work is delivered as per plan and quality by adhering to standard processes and guidelines, performing QA testing, including performance and regression tests and getting user sign off before production migration
Performs peer review of deliverables. Makes recommendations to team
Provide on call support as needed
Consider possible impact on other entities / regions when troubleshooting / fixing as issue or a problem. Ensure appropriate steps are followed to mitigate risks
Suggest and builds re-usable components and looks for continuous improvement opportunities
Work collaboratively with other team members to achieve team and organization goals
Consult with customers and IT managers to develop, define, and prioritize work assignments and delivery
Encourages collaboration. Easily gains trust and support of business teams, customers and suppliers
Manages engagement across customer groups. Balances various & conflicting priorities. Recognizes resistance and mitigates appropriately
6 – 9 years technical experience in Oracle Apps (PL/SQL)
Must have 5+ years of experience in Oracle Manufacturing an Financials experience --(AP, AR, GL, FA, PO. OM, INV, BOM, WIP, AP, PO, MRP/MPS Planning, Service)
Must have 3+ years of experience in R12 Oracle financials experience--(AP, AR, GL, FA, PO)
Experience with a highly federated Oracle environment with multiple integration points
Must have PL/SQL, RDF, BI Publisher, API’s , OAF and Workflow skills

Production Support Lead Analyst Resume Examples & Samples

Lead the Production Support component of Data Integration Support in order to meet all monitoring service level responsibilities and improve customer experience
Complement the Operations and Research component ensuring all Data Integration Support activities are accomplished successfully
Promote continuous improvement in Production Support maintaining a better every day posture
Monitor and support application file processing within the Data Integration production environment
Perform research and analysis of complex processes in order to provide appropriate solutions
Facilitate issue resolution by collaborating with multiple departments, teams and customers
Create and maintain Data Integration Support documentation
Participate in production readiness activities as a member of project teams
Provide production support training and subject matter expertise
Provide expert customer service
Perform other department business analyst activities as assigned
10 or more years of experience in operations/technology project management activities
Thorough understanding of Data Integration; functions, systems, policies and procedures
Proven reliability and thoroughness when managing routine or complex processes
Ability to learn and understand new applications and complex business processing rules
Leadership experience and ability to lead small projects and teams
Experience providing customer, project or application support

ETL Lead Support Analyst Resume Examples & Samples

Able to create benchmarking and comparison to industry standards and continuously improve effectiveness of ETL processes
Lead US based contact for ETL support queue, responsible for quick incident / request analysis and redirecting the same to respective support group for closure. Primary responsible for support queue management and closure tracking
Monitor ETL load schedules, proactive issue management to ensure ETL schedules achieve SLAs
Balances various & conflicting support priorities. Recognizes gaps and risks taking proactive actions
Establish and sustain relationship with application customers and ETL senior team
Communicates Eaton ETL standards, upcoming changes and opportunities to our partners
Participate with release team to understand changes to production rollout/support
Ensure compliance to OPEX ITIL Standards, Change management, incident management, problem management, release management and SLA attainment
Support implementation of ETL integration applications
Ensure technology-related best practices and processes with ETL
Support performance, scaling and infrastructure modeling of ETL integration applications
Service Support
Integration Governance
U.S. citizenship required due to security requirements of position
Minimum 4 years within ETL integration ( Informatica PowerCenter )
Understanding of ETL architecture, design, development and implementation principles across Enterprise platforms
Experience working with large data sets and multi-million row very large database structures
Experience with data analysis concepts to determine accuracy/integrity and identify performance opportunities
Working knowledge of DAC
Understanding of UNIX/Linux environments including infrastructure, hardware sizing, multi-tier platform, servers and tool based solutions
2 years experience working within global teams , good communications skills
Preferred, Experience working with Enterprise Oracle OBIEE platform

End User Technology Lead Support Analyst Resume Examples & Samples

Three years’ experience in an IT Support role
Excellent IT Customer Service approach with strong communication skills
MCP or MCSE qualifications
Self-motivated approach to researching new technical concepts and emerging technologies
Ability to manage the deployment of innovative solutions
Familiarity with and strong conceptual understanding of technical support for End User devices and associated equipment in Microsoft and Mac OS, iOS & Android based technologies
A Safety-first approach to applying changes on existing production systems
Ability to transfer knowledge and approach to service excellence in a customer-facing environment

Lead JCL Appl Support Analyst Resume Examples & Samples

Capable of working different shifts when called upon to support
Perform maintenance(reboot, system health check, backups) on Unix/Windows,VMS,AS400 platforms
Incident Management/Escalation of priority issues that require problem management/root cause analysis to resolution
Perform Level 0 and level 1 monitoring/alerting for internal/external client applications
Support weekend testing/implementations for clients and applications as well as company/client contingency testing for premier applications
Work closely with support teams/application programmers to help mitigate and resolve incidents within in a timely manner. Incident/Problem management key attribute
Documentation/Technical writing for process improvement
3 to 5 years of experience working within a command center environment
3 to 5 years of experience with UNIX (AIX/Linux),Windows,AS400 platforms
Experience with Windows/VMWare/Clusters Unix(AIX/Linux) Veritas, HACMP, Remedy, HPOV, CA Cybermation (ESP Scheduler)
Problem Management/Incident Escalation
Leadership qualities, self-sufficient, excellent aptitude level
2nd Shift Monday - Friday 3pm to 11pm

Lead Support Analyst Resume Examples & Samples

Software Development Experience
Live Transaction System Experience
Software Deployment Experience
5+ years in software support or 2-4 years as senior support analyst

Lead Support Analyst Resume Examples & Samples

Leading a team in achieving or exceeding productivity and quality metrics
Identifying and solving customer information and processing problems
Problem solving, analysis and performance improvement, identification and implementation
Researching and collaborating to meet assigned objectives
Being proficient in the use of supporting technology, such as workflow management systems and case management software
Being expert user in Microsoft Word and Excel
Participating in planning, reporting on project progress, and identifying potential risks and issues
Communicating with senior management and the customer regarding escalated issuer concerns or client requests
Provide day-to-day leadership to ER&R Support Analysts
Ensure productivity and quality standards are achieved
Conduct case review of a sample of work completed by team member
Distribute policies and procedures to team members, ensuring a feedback loop exists for discussion and clarifications
Review documented training material, including policy and process documents, for accuracy and assist in end user training and support
Employee is expected to undertake any additional duties as they are assigned by his/her Manager
Collaborate with other teams and managers to achieve the assigned objectives
Handle ambiguity and change, manage priorities and tasks in a changing environment
5 years of experience in management or data analysis
Experience working with IT development teams and translating to business processes and requirements
Strong interpersonal skills to build client rapport and develop/discipline/reward employees
Experience with Federal contracts

IT Lead Support Analyst Resume Examples & Samples

Position may be based at Marriott's Moutainside or Marriott's Summit Watch**
Performs more complex quantitative and qualitative analysis for business processes and/or projects. Often manages small projects, business processes or parts of larger ones
Responds to, solves and makes decisions on more complex/non-routine business requests with limited to moderate risk
Responsible for own work and contributing to team, department and/or business results. May direct work of non-management staff
Assists more senior associates in achieving business results by
Identifying opportunities to enhance the effectiveness of business processes
Providing training and technical guidance to less senior staff, where appropriate, and serving as point-of-contact for problem resolution
Participating in setting department operating plans
Recognizing and celebrating team successes
Achieving results against budget within scope of responsibility
Demonstrates an awareness of personal strengths and areas for improvement and acts independently to improve and increase skills and knowledge
Performs other duties as appropriate
Shift work and travel may be required
Provides Leadership for Tier-2 desktop and telecom support
Ability to accurately and consistently follow procedures
Completion of required documentation within the specified timeframe for asset tracking and billing purposes
Adapts, and positively reacts to changes within work environment
Promotes continuous improvement standards as related to the work environment
Ability to guide the customer into the IT process to achieve their needs and manage user expectation
Ability to work as a team member or leader at times in resolving issues
Oversee the installation of operating systems (desktop images) and application system software; test software functionality, including interfaces to other property equipment and communications between property and corporate equipment; test all telecommunications links and equipment as required
Assist local vendor representatives and other members of the installation team with installations
Provide the interface between the local vendor representative and management staff, while working at an MVW resort site or office
Properly respond to and resolve system installation problems as they occur, and follow established procedures for problem escalation and follow-up
Responsible for financial work estimates for projects and department, budget tracking and managing expectations of those estimates
Provide individual guidance with basic navigation through Windows OS and MVW applications
Properly respond to and resolve system problems as they relate to system and software operating procedures while on property
Completion of required documentation within the specified timeframe for asset and problem tracking purposes
Communicates to change management, site phases and new development enhancements
Provides status updates and comments to project owner(s), management, and/or team participants
Must be a self-starter, well organized and detail oriented
Excellent communication skills and mature judgment
Position requires ability to work effectively with others (team player)
Ability to work under pressure and manage multiple priorities
Special projects as assigned by Support Manager or IT Director
Requires BS/BA degree in technical field or equivalent technical training and on-the-job experience
3-4 years work experience in technical customer service support or having equivalent kind of skills experience
Technical Problem Solving Skills
Microsoft Windows 7 Technical Support
Microsoft Office 2010 Technical Support
Installation of Desktop Hardware/Software
Desktop Troubleshooting Skills
Video and Audio Web Conference Support
Wireless Communication Support
Intermediate telephony knowledge and support

Lead Support Analyst Resume Examples & Samples

Provides technical assistance for National Office developed applications and their system environments including detailed documentation, reviewing system log files, executing database queries and identifying the specifics of application issues. Performs level three application support by researching, diagnosing, and resolving tickets escalated from the level one and two support staff. Assists manager of the department by handling meetings and organizing procedures. (30 %)
Maintains accurate up-to-date knowledge base of technical information on troubleshooting/resolution methods, database issues and process operation information for National Office developed applications. Ensures tickets turned over to development staff are complete and comprehensive, describes the problem accurately, and contains the proper amount of supporting details and examples. (15%)
For level three issues consults with appropriate individuals to determine basic system recommendations; works with department manager to identify alternatives for satisfying these requirements and assists in the development of final resolutions. Gathers information to produce updated information used to resolve issues related to performance and capacity planning for National Office developed systems. Analyzes code when appropriate to determine if a programming change is necessary. Implements simple coding bug fixes, without bypassing the standard development team procedures. Collaborates with Quality Assurance to ensure the fix in place actually resolves the problem reported. (10%)
Thoroughly documents solutions so that recurring problems or questions can quickly be resolved. Provides diagnostic steps to systematically resolve future problems without having to escalate the ticket to the next level. (10%)
Assist on-call pager staff to provide technical support for after normal business hours and weekends when issues require escalation. Acts as a primary liaison to clubs following a major deployment or project. Tracks issues in an organized manner, and ensures timely and regular communications with the customer. (10%)
Periodically reviews Club Support tickets and identifies trends to be addressed in order to reduce overall call volume. (10%)
Follow up with development staff on progress of system issues. Ensures that timely updates are communicated to Club Support by development and that updates are communicated to the customers. (10%)
Develops technical proficiency by attending formal training classes, on-the-job training and self-paced studies. Assists in deployments of new releases to clubs by serving as a backup resource for deployment personnel. (5%)

SAP Fico Support Lead Analyst Resume Examples & Samples

Provide solutions based on tickets priority and record all information in the ticket system (Remedy)
Elicit requirements using interviews, document analysis and other appropriate analysis methods
Effectively use workflow and process diagrams when explaining company-standard Finance processes and when capturing business requirements
Demonstrate analytical skills, to critically evaluate the information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a more general understanding, distinguish presented user requests from the underlying true needs, and distinguish solution ideas from requirements
5-7 years SAP FICO Experience including Design and Configuration
Solid English and German or French is mandatory (other languages are a plus)
Skills in above listed SAP modules is mandatory
SAP ECC 6.0 is mandatory (older SAP releases are a plus)
Basic understanding of SAP development is required (e.g. ABAP, SQL)
Experience with SAP Data Services, LSMW and Winshuttel is a plus
FICO business experience are a plus

Lead Help Desk / On-site Support Analyst Resume Examples & Samples

Leadership of a small to mid-size team
Hardware and software installs along with move, add and change activities
Work with other technology teams to ensure problem resolution
Bachelor's degree in a related discipline or equivalent work experience is required
Four to six (4-6) years of experience in technical and customer-support is required
Strong people skills and problem solving competencies. Ability to use these skills to assure our user community is provided with swift resolutions to their technical needs
Must be able to travel and have flexibility with schedule
Experience with Anti-virus solutions
Experience with mobile devices includes: BlackBerry, iPhone, Android, iPad and Surface Pro’s
Working knowledge of Microsoft Office is required

Oracle EBS Lead Support Analyst Resume Examples & Samples

Specialisation in R2R (AGIS, FA, GL) areas
Managing the support from the outsourced service provider in the R2R stream. The outsourced company handle all EBS incidents and requests
Identifying & gathering change requirements and contributing to overall Oracle system change management processes
Business partnering with stakeholders especially the Global R2R business Stream Lead on delivering process improvements and enhancements
Engaging with Stakeholders to manage the team relationships with the business and report back on Team performance
Provide guidance to UBM’s governance boards to drive the roadmap in support of the ‘Events First’ strategy and involvement in implementing all aspects of approved projects
Involvement in minor projects
Involvement in providing support in the Oracle arena for M&A activities
Guide Business users on development options
Research system improvements and implement if approved

SAP SD Support Lead Analyst Resume Examples & Samples

Write functional specifications to be handed to the SAP technical analysts
Change larger amounts of data when required
Work with other support team members as necessary (e.g. FICO, MM, PP)
Assist with testing of small enhancements and fixes

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