Software Support Analyst Resume Samples

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J Maggio

Jennings

Maggio

2856 Osinski Ford

Boston

+1 (555) 355 7233

2856 Osinski Ford

Boston

Phone

p +1 (555) 355 7233

Experience Experience

Philadelphia, PA

Software Support Analyst

Philadelphia, PA

Jacobi-Reinger

Philadelphia, PA

Software Support Analyst

Creating sample applications, add-ons, and scripts for developers
Providing technical support and expertise to Ellucian Colleague system users, internal Ellucian staff and to the support staff of partner companies
Advising and providing guidance on use of our product APIs and related SDKs and tooling to external developers
Providing technical support via the phone and email
Contribute to the development of standards and processes
Participate in technical design and development activities
Perform code reviews when necessary

Los Angeles, CA

FBO Software Support Analyst

Los Angeles, CA

Pagac, Mohr and Keeling

Los Angeles, CA

FBO Software Support Analyst

Provide “real time” support in order to offer solutions to customers promptly
Analyzes the problem to determine the causes and develops a procedure to solve the problem and (if possible) to prevent its recurrence
Determine the nature and specific symptoms of the reported problem. Analyzes the problem to determine the causes and develops a procedure to solve the problem and (if possible) to prevent its recurrence
Assist with month end reconciliation for transactions completed in the software
Very detail oriented
Proficient in the use of computers and a variety of software
Other duties as assigned

present

Phoenix, AZ

Financial Planning Software Support Analyst

Phoenix, AZ

Wisozk, Skiles and Ryan

present

Phoenix, AZ

Financial Planning Software Support Analyst

present

Provide detailed documentation on all calls in the call tracking system (ARM)
Stay abreast of, and comply with, company and department policies and procedures
Leads the training of other associates in other areas of the WRPS department (Goal Planning & Monitoring, Client Relationship Management, Go to Training, SharePoint)
Perform other duties and responsibilities as assigned
Contributes feedback to overall improvement of the Portfolio Management Center and Goal Planning & Monitoring, as well as Client Reporting and assists in implementing corrective actions and solutions as necessary
Promotes effective coordination among multiple workgroups in functional areas
Use software to remote control end user computers to resolve problems

Education Education

Bachelor’s Degree in Computer Science

Georgia State University

Bachelor’s Degree in Computer Science

Skills Skills

Demonstrates the ability to learn rapidly and adapt quickly to new processes and technology
Strong attention to detail
Ability to write and troubleshoot basic/complex SQL statements
Accountability and ownership of customer issues and escalations and coordination with other internal divisions
Ability to troubleshoot effectively and think out of the box to come up with creative solutions
Working knowledge of Microsoft SQL
Driving documentation creation and change if existing documentation available externally does not assist in determining the cause of the problem
Knowledge of principles and theories of network systems and management
Knowledge of Linux operating system installation, file systems, network, and user configuration
Able to multitask efficiently and effectively

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Software Support Analyst Resume Examples & Samples

Ability to get to the bottom of a problem, “sleuth” out the answer and not give up
Strong organizational skills and meticulous attention to detail
Ability to juggle multiple tasks at once
Ability to follow a technical process with precision
Ability to work effectively with people and work through issues
Ability to lead discussions and communicate effectively
Ability to analyze and work with large sets of data

Software Support Analyst Resume Examples & Samples

Understanding, narrowing and defining the scope of clients concerns in terms of stating the problem and understanding it’s scope
Providing technical support via the phone and email
Managing client expectations and understanding the nature of the issue in terms of technical impact and pervasiveness
Ability to record and document each step of the problem solving effort including any interaction with the client DBA
Working with fellow team members to ensure that creative problem solving methodologies and techniques are used. Ie ability to ‘think outside the box’ when solving database problems
Ensuring that an adequate amount of process is followed with regards to the amount of time spent working on the problem, documenting the cause and likewise the resolution of the problem
Driving documentation creation and change if existing documentation available externally does not assist in determining the cause of the problem
This role will be on a roster system for weekend work
Engineering Degree (Electrical/Computer Systems/Software Engineering)
Science (Computer/Mathematics/Statistics)
Ability to prioritise personal workload and multitask as required
Ability to initiate the learning of new skills & areas of the database & likewise with the Operating System, programming languages, shell scripts in order to utilise these to assist solving problems
Organisational skills in order to manage workload and clients
Excellent communication skills both written & verbal
Windows OS
System Administration skills

MAS Software Support Analyst Resume Examples & Samples

Resolves customer inquiries by responding to telephone calls and email requests for technical application and deployment support
Delivers timely and high quality incident resolution focusing on root cause analysis, prevention, and knowledge transfer
Reviews, analyzes, and evaluates user needs and application functions in order to instruct and advise in use of software, manuals, and other documentation
Designs and creates SQL scripts and utilities and uses knowledge based tools to solve complex technical issues
Works with case management tools providing case monitoring, status updates, documentation, notification, and customer communication
Manages customer situations where a customer is experiencing greater than normal difficulties
Coordinates internal and external resources, summarizes case history, schedules conference calls with relevant parties, and follows up as necessary
Interfaces with R&D resources to bring escalated issues to resolution
Sets up lab environments to conduct testing and reproduce issues
Verifies issue resolution by creating & executing software test plans and documents results
Will be expected to provide on-call coverage during non-business hours and weekends on a rotating schedule
Due to the mission critical nature of problems that could result in the loss of life and property, this requires the ability to independently analyze, diagnose, and resolve critical problems in a very short time frame

Financial Planning Software Support Analyst Resume Examples & Samples

Install, troubleshoot and resolve problems on a wide variety of commercial and proprietary software via telephone
Understand and demonstrate a basic knowledge of other RJ systems as well as other third party Vendor applications, such as Morningstar and Hidden Levers
Takes ownership of and independently handles the resolution of escalated issues and complex problems; performs analysis on escalated issues and reengineer procedures to prevent reoccurrence
Leads the training of other associates in other areas of the WRPS department (Goal Planning & Monitoring, Client Relationship Management, Go to Training, SharePoint)
Develops and leads the education and training for the end user “Financial Advisers and Sales Assistants/Branch Professionals”. Provides training around key Goal Planning & Monitoring functionality, such as basic use through advanced Goal Planning & Monitoring plans. Training is scheduled around subject matters as pertinent to the time frame. This will be accomplished through several types of training: over the phone, via remote access of advisors computer and webinars
Contributes feedback to overall improvement of the Portfolio Management Center and Goal Planning & Monitoring, as well as Client Reporting and assists in implementing corrective actions and solutions as necessary
Promotes effective coordination among multiple workgroups in functional areas
Clearly and professionally communicate technical information to others
Monitor the call tracking system for new problem reports and change requests in addition to troubleshooting and resolving requests within required time limits
Provide detailed documentation on all calls in the call tracking system (ARM)
Document product problems and their resolutions in a solutions database for future analyst reference
Identify, research, and report them to appropriate software development area
Test new product releases in conjunction with software development
Financial industry concepts including security reorganizations, compliance requirements, alternate security valuations, cost basis, and gain/loss
Various investment and retirement accounts
External Accounts and Data Aggregation system
Concepts, practices and procedures in supporting computer hardware and software
Computer maintenance, backup and restoration procedures
Data networks and protocols
Using operating system administration and diagnostic tools to troubleshoot and resolve technical problems
Learning and applying new information skills and processes quickly and providing comprehensive and objective analysis
Organization and attention to detail sufficient to prioritize multiple tasks while working in a fast-paced dynamically changing environment
Microsoft Office applications sufficient to produce documents, spreadsheets and email
Establish and maintain effective working relationships
Handle stressful situations and provide a high level of customer service in a calm, courteous and professional manner
Apply critical thinking to quickly ascertain true nature of problems and clearly communicate resolutions in a non technical manner
Read, interpret and apply information from technical manuals and other materials
Exhibit initiative and self-direction when performing tasks
Provide a high level of customer service at all times

FBO Software Support Analyst Resume Examples & Samples

Provide “real time” support in order to offer solutions to customers promptly
Assist with month end reconciliation for transactions completed in the software
Maintain documentation from customers and internal staff in an organized manner so that other team members can access the information quickly
Availability to travel required for software training

Accounting Software Support Analyst Resume Examples & Samples

Take ownership of each situation from beginning to end
Use Discretion and independent judgment to assess complex problems/situations, apply creative analytics and form intelligent, pragmatic and appropriate solutions
Determine the nature and specific symptoms of the reported problem. Analyzes the problem to determine the causes and develops a procedure to solve the problem and (if possible) to prevent its recurrence
Use insight and careful investigation techniques to discover the true nature of a problem when the customer is unable to provide clear information. It may be necessary to formulate a theory and test that theory in the absence of a clear procedure. At times, a personal review of the customer’s database may be necessary to obtain all pertinent information
Availability to travel required for software training on site with customers (infrequent travel)

Geospatial Software Support Analyst Resume Examples & Samples

Track user feedback on the customer’s web-based geospatial application. Maintain a database of trouble tickets and provide regular data analysis and reporting on open tickets, Defect Reports (DRs), and enhancements
Analyze user feedback to determine if a DR or enhancement is required. DRs will be routed to the development team and tracked using the customer’s DR tool. Enhancements will be designed by the analyst through the development of a software workflow based on user input. Workflows will contain a written use case as well as storyboards outlining the specific functionality of the enhancement. The analyst will be responsible for each enhancement from conception through design and development
Enter user feedback into JIRA/REMEDY as needed for all DRs and Enhancements. The Analyst will also be responsible for ensuring timely resolution of all DRs and Enhancements. In addition, the Analyst will be responsible for developing analytical reports on DRs and Enhancements, as well as developing and delivering briefings and presentations on DR and Enhancement status
Monitor progress of software enhancements as they move through the AGILE process. Ensure that all DRs are addressed in a timely manner and feedback is provided to the customer. Ensure that all enhancement designs, documentation, and storyboards are created in a timely manner and delivered to the development team
Attend daily/weekly status, feedback, and scrum meetings as required
Perform helpdesk duties to include email response an disposition of DRs and enhancements as appropriate
Develop user stories/features based on customer feedback inputs
Field telephone requests, answer questions, and report on disposition of fixes and enhancements
Provide liaison to the Operations Center and Enterprise Service Center
7-10 years of experience
Knowledge of the IC and IC work experience
Demonstrated knowledge of the Agile software engineering process
Demonstrated ability to perform database entry activities
Bachelor’s Degree or equivalent in Business, Political Science, Systems Engineering, or Program Management
Knowledge and experience with JIRA
Previous Help Desk experience
Knowledge of the IC customer base to include Combatant Commands, Services, and Allied customers

Software Support Analyst, Associate Resume Examples & Samples

Experience or knowledge working with Ellucian products, Academic Advising, or related software/processes
Knowledge of Oracle RDBMS and/or Application Server products
Hands-on installation and administration experience with these products
Ability to debug Oracle Pro*C, Oracle Pro*Cobol, Oracle Forms, and PL/SQL
Familiarity with Java applications and their troubleshooting (interpreting stack traces, etc.)

Software Support Analyst, Associate Resume Examples & Samples

Knowledge or experience in: HTML5, JavaScript, web debugging, Tomcat, WebLogic, Java, RabbitMQ, SQL Developer, Oracle DBA
Strong analytical and troubleshooting skills to effectively address technical issues. Must be able to analyze and resolve problems quickly
Team-oriented individual
Strong customer service orientation and experience with excellent communication skills, both written and verbal
Experience or knowledge working with Degree Works, Ellucian products, Academic Advising, or related software/processes

Software Support Analyst, Associate Resume Examples & Samples

Knowledge or experience with REST ASPIs/JSON
Experience in Amazon Web Services (AWS)
Knowledge on the Data Warehousing concepts like Facts , Dimensions , SCDs etc
Understanding of ETL design and best practices
Experience or knowledge working with best of breed business intelligence tools (Tableau, Jaspersoft)
Knowledge of big-data architectures including Vertica and PostGres
Ability to debug Oracle PL/SQL

Software Support Analyst Resume Examples & Samples

4+ years of Software Development or Technical Support experience
Expert hands on knowledge of Microsoft SQL Server relational database technology
Advanced knowledge of ASP.net technologies
Hands-on advanced experience with Web Application servers, such as IIS or Tomcat
Significant experience analyzing system logs, event logs, crash dumps, SQL Trace files, etc
Experience working within a Quality system

Software Support Analyst Resume Examples & Samples

Research available software products and/or solutions and recommend implementations
Implement proposed solution
Assist Product Owner and Scrum Master in planning project related user stories
Contribute to the development of standards and processes
Enforce coding standards and best practices
Participate in planning of daily activities with the team members
Participate in technical design and development activities
Perform code reviews when necessary
Support the team in troubleshooting technical issues
Bachelor's degree in Computer Science or related areas
Minimum of 3 years of experience in Java/ J2EE
Experience OOP/ OOD/ Design Pattern
Experience Java Frameworks and technologies including Spring and Hibernate
Good knowledge of Web Architecture/ Technologies, Websphere, Tomcat
Knowledge Web Services SOAP and REST
Experience JavaScript, jQuery, Ajax, JSP, Servlets
Experience in Database, DB2, MS SQL
Knowledge of Build Methods, Maven or ANT
Code Repository familiarity with SVN
SSL and other security principles
Windows, Linux, and AS400
Banking experience in nice to have but not mandatory
Experience in Contact Centre
Ability to dig down independently
Familiar in Agile/Scrum methodology
Demonstrated ability to learn new technologies, applications and systems

Associate Software Support Analyst Resume Examples & Samples

Support Ellucian clients in troubleshooting and resolving issues
Document issues within Ellucian’s tracking system and follow issue progress through resolution
Develop effective working relationships with other Ellucian staff
Familiarity with networking protocols, AWS and cloud/SaaS deployments
Experience or knowledge working with Ellucian products or other higher education products
Experience with application software and/or database administration in higher education, specifically on UNIX-based environments
Ability to write simple programs and scripts for use in debugging issues

Software Support Analyst Resume Examples & Samples

Work both independently and as an active, contributing member of a team
Good understanding of the Banner Human Resources product (3 years), including setup of functionality and day-to-day processing
Must have strong/proven analytical and troubleshooting skills to effectively address functional and technical issues. Must be able to analyze and resolve problems quickly
Higher Education experience in Human Resources
Understanding of Human Resources Interface between Finance And/Or Financial Aid products
Understanding of CALBHR processing
Understanding of ACA/W2 processing
Understanding of Cornerstone Talent Management system
Understanding of database structures
Familiarity with basic Unix/Linux commands
Ability to write and troubleshoot basic/complex SQL statements

Software Support Analyst Resume Examples & Samples

Administration of SW ALM and development environment tools
Supporting business users on application incidents/ changes requested on SW environment applications
SW Development environment applications deployment, upgrades, handling process & workflow customization
Identifying, troubleshooting, and resolving problems with the tools configuration
Supporting and executing 3rd party software/product updates and any required integrations
Fine tuning of SW Development environment server setup, monitor and fix server issues
Continually seeking methods to enhance and improve upon SW dev environment applications and configurations
Degree in Computer Science and relevant work experience of 5 years or more
Expertise in functional and technical application management of ALM applications (like Atlassian and/or Collabnet) and repository managers like Nexus
Experience with SW continuous integration platforms (like Jenkins and/or Bamboo) and SW version control systems (like SVN and/or Git)
Understanding of tools used for code analysis (Coverity) and for open source software compliance (BlackDuck)
Conceptual ITIL Knowledge with understanding on Agile / scrum methodology
Knowledge of Release Implementation process during life cycle of project
Experience with web server administration (Apache, Tomcat)
Ability to use performance monitoring tools and able to setup monitors
Any experience in using or administering Rational Doors/ Doors Next Generation is an added advantage

Software Support Analyst Resume Examples & Samples

Assist customers in issue-resolution utilizing your foundation of technical knowledge surrounding enterprise software and hardware
Respond to inquiries through e-mail, phone and internet; diagnose and resolve issues using prescribed troubleshooting techniques, and document efforts
Shifts available include 7am-4pm; 8am-5pm;10am-7pm
Focus is on customer satisfaction and customer response time
Be prepared for monthly code releases / service packs
Regularly work with multiple queues, multiple systems
Significant time researching multiple log files to identify and determine solutions for clients and users
Three or more years of experience in a similar role, with a demonstrated ability to learn and adapt to new technology
Excellent verbal and written communication skills with the ability to interact with all levels of an organization, and with people of varying technical knowledge and skills
The technical environment we support includes HTML, CSS, web servers, SQL, JIRA, and ERP software (Oracle PeopleSoft, and Ellucian Banner and Colleague)
Bi-lingual Spanish Speaker ideal, but not required
Experience researching/using log files to analyze and develop solutions

Software Support Analyst Resume Examples & Samples

Programming experience in C#
Experience writing SQL queries
Knowledge of SQL Server and other relational databases

Software Support Analyst Resume Examples & Samples

Computer Science or equivalent degree
3+ years of experience with Java development, including with Java frameworks (e.g. Spring)
Significant experience with web applications and relevant languages (e.g. JavaScript)
Strong interest in collaborating with colleagues
2+ years Maven experience
Advising and providing guidance on use of our product APIs and related SDKs and tooling to external developers
Updating and maintaining our SDK
Fixing API related issues reported by developers
Participating in our technical forum discussions
Writing technical articles - sharing technical tips and insights
Creating sample applications, add-ons, and scripts for developers
Staying up to date on product releases which impact integrations and add-ons
OSGi and Maven plugin development
Atlassian's products
Interest in open source technology

Line Software Support Analyst Resume Examples & Samples

Providing 2nd level support to the first line team, consultants and external clients
Build strong relationships internally and with client representatives and demonstrate natural ease and effectiveness when dealing with clients/colleagues at all levels
Configuration and support of Willis Towers Watson’s software, assist with day to day technical issues and resolving them in a timely and effective manner
Delivering support that meets or exceeds client expectations
Providing technical input and support to other teams and Technical consultants when required. Training clients on installation and on-going support of software products
Assist in the management of our lab environments to allow complex testing of products
Provide training to 1st line support team (as part of our continuous development program)
Provide feedback to the development team about possible enhancements to the software
Assist in the growing of our support knowledge system, so that complex issues can be quickly resolved
Previous experience in an IT Helpdesk / Application or Software Support role
Client facing skills acquired from a Consultancy or Software House
Knowledge of server hardware and configurations; particularly Microsoft products
Microsoft Windows (including Windows Server) and basic networking knowledge
Experience with either Citrix or another Virtual Desktop Infrastructure
Excellent organisational skills and the ability to work with limited supervision
Excellent communication, problem solving and analytical skills including experience in a client facing role
Knowledge of Microsoft Operating Systems, File Permission’s C/C++, Active Directory
SQL Server experience including SQL querying, database structure and database maintenance
Knowledge of IIS to investigate and diagnose issues
Knowledge and Understanding of ITIL
Additional language
Desirably educated to degree level
Knowledge of Office (Excel), including using VBA
PowerShell / other scripting languages
MCSE or other key IT certifications
Knowledge of Insurance of Financial Risk software (nice to have but not mandatory)
Experience in working with high performance or distributed computing I.e. Microsoft HPC or DataSynapse
Understanding of Cloud based technologies. I.e. Azure and AWS
ITIL Foundation qualification
Interest in keeping up to date with the latest technologies (eg SQL 2016, Windows Server 2016)

Software Support Analyst Resume Examples & Samples

Respond to requests for technical assistance
Diagnose and resolve technical issues
Research questions using available information resources
Advise user on appropriate action
Redirect problems to correct resource
Track and route problems and requests and
Customer service mindset
Very organized, with multitasking skills
Knowledge of web applications diagnosis / troubleshooting
Knowledge of SQL language and experience using relational databases with preference for SQL Server
Retail and/or ecommerce experience is a plus
Fluent in Portuguese and English, any other language is a plus
Great team player
Flexibility, with a problem solving attitude

Software Support Analyst Resume Examples & Samples

Provide technical and product support for a wide range of customers and technical issues
Provide basic system and network administration
Accountability and ownership of customer issues and escalations and coordination with other internal divisions
Excellent communication skills with customers and internal resources
Manage knowledge and documentation of products and proprietary information to improve customer support
Maintain a database of FAQ and technical documents
Maintain an online knowledgebase and community for customer base
Frequent lifting up to 30 lbs

Software Support Analyst Resume Examples & Samples

Develop both functional and technical knowledge of the space management application suite
Thoroughly test client issues to determine root cause
Track and resolve client issues in a timely manner
Attend client status meetings to review open issues
Effectively manage client expectations
Foster positive relationships with clients to ensure client retention
Perform system training for internal personnel
Perform system testing and quality assurance testing of new functionality and software releases

Software Support Analyst Resume Examples & Samples

LOCATION - REMOTE FROM HOME (ANYWHERE IN THE US)- NO TRAVEL
MUST have Colleague product exp
F/t salaried role

Software Support Analyst Resume Examples & Samples

You work with the customer via Desktop Sharing, telephone and /or email. Through configuration and database analysis and log file analysis, you take the necessary analytical steps to systematically narrow down and clarify the defect as necessary. You guide the customer (administrator) in the implementation of these steps
Where possible and covered by the service contract, you develop a solution for the customer and ensure that it is implemented correctly. For this, you work closely with our international team of experts and responsible software developers. If during the course of the analysis a software defect is duplicated, you coordinate the correction of the error with the respective software developers. In critical cases you are involved in the prioritization of development resources
You document all activities and communicate to all parties via phone and ticketing system. You inform appropriate departments of certain requests that are initiated by customer, but are not covered by standard maintenance contract. You provide excellent client management, responsive follow through, and communication of client issues within customer support. You understand the customer issue and urgency to keep the client satisfaction rate high
You prioritize numerous issues of varying severity, and effectively manage the resolution of all issues within accepted maintenance agreements
You anticipate causes for escalations and proactively help diffuse an escalation by providing comprehensive information to the customer about their case, and ensuring they feel confident in Siemens ability to resolve their issue
You perform special projects and other duties as assigned and become a subject matter expert to guide our customers on analyzing and reporting Teamcenter application issues

Software Support Analyst Resume Examples & Samples

Responsible for resolving problems and incidents as they occur, work with Level 1 and 3 support personnel to ensure proper steps are taken to resolve those problems and incidents, document new processes and procedures for use by other analysts working on similar applications
Must be able to work in a 24x7 schedule (one week out of every 2 month you are on call off-hours and weekends)
Must have ability to work in a multi-system and multi-platform environment
Responsible for coordination with operations center staff to ensure monitoring of production systems
Responsible in deploying application upgrades in a Linux environment
Responsible for reading and writing Bash and Perl scripts for automated research and file movement
Responsible for tracing errors in Java using source and stack trace data and debug Bash and Perl scripts
Responsible for following procedures for processing of batch files, troubleshooting and reporting errors
Responsible for documentation of processes and procedures relating to deployments, troubleshooting and environment maintenance for our applications
Excellent working knowledge of Linux and network technologies
Moderate skills on TCP/IP networking concepts and understanding of firewalls and proxies required
Knowledge of advanced Unix/Linux/Windows commands
Experience writing SQL for relational databases (Oracle, Sybase, MS SQL Server, etc.)
Prior experience in a Level 2 or Technical Helpdesk role preferred
Prior experience in a PCI environment or the Payment Industry preferred
Ability to utilize computer operating systems utilities
Strong communication, customer service, organizational skills, and strong troubleshooting skills are a must
Excellent oral and written communication skills, ability to work in a team environment, good customer interaction skills are desired

Software Support Analyst Resume Examples & Samples

2+ years of experience with HTML / JS
High School Diploma / GED
Familiarity with Web Development and Troubleshooting tools (e.g. Charles, Fiddler, etc)
Associate's and/or Bachelor's Degree in a related field
Familiarity with VAST, VPAID, and MRAID specifications
Familiarity with video ad serving and/or servers (Sizmek, DCLK, Atlas, etc.)
Familiarity with MySQL

Software Support Analyst Resume Examples & Samples

The formal education equivalent of a bachelor’s degree in computer science, mathematics, or a related field
At least two years of experience in programming and/or system analysis
Experience provisioning and configuring Linux server systems
Experience provisioning and configuring Window server systems
Experience with automation systems like Chef, Ansible, or Puppet
Experience with installing and configuring a web server like Apache, NGINX, or IIS
Experience with at least one scripting or programming language (Bash, Python, PowerShell, PHP)
Knowledge of Linux operating system installation, file systems, network, and user configuration
Knowledge of principles and theories of network systems and management

Software Support Analyst Resume Examples & Samples

Assists with system administration support (the installation and configuration of software) to the servers. Includes but is not limited to license managers, technical software administration suites, analysis, and automation software
Provide hardware system configuration analysis, specifications, and recommendations that determine hardware replacement/upgrade priorities
Manages and drives the future developments of customized environments
Assist with support for customized environment including planning, testing, and implementation prior to the deployment of upgrades and security patches
Assists with analysis of system capability; develops functional and system requirements; completes business process design and workflow; ensures integration with other modules, system components, and other BPA applications
Monitor related Service Desk calls and assists with resolving client service problems and disruptions. Identifies causes and resolution, escalating internally or to the respective vendor when necessary
Participate in user/stakeholder interviews and joint requirements planning sessions. Creates requirements documentation; reviews with user representatives, recommends priorities and obtains user signoff. Manages the requirements documentation created and maps it to specific software releases
Assists with User Account and Security Group management within back-end directory services
Assists with applying and testing patches, and maintaining system security on internally- and externally-accessible services
Analyze and develop solutions for maintaining project data. Define requirements for data cleanup and archive routines that maintain data integrity
Develop documentation that is accurate, including process flows. Create new documentation for all changes and enhancements
Participates in information technology planning and analytical support by coordinating technical resources and efforts with other departments
3+ years’ experience in IT, Engineering, or BIM/CAD role. Preferable to currently be in the Engineering, Architectural, or Construction industry
BA/BS degree required. Technical/Engineering major preferred but not necessary
Certifications (A++, MCSA, MCSE, etc) a plus
Proficient with Windows operating systems, experience with Windows Server 2008 and newer preferred
Working knowledge of Microsoft SQL
Experience with or working knowledge of Autodesk and/or Bentley software suites preferred
Knowledge of programming languages a plus. No programming experience required, but understanding the concepts preferred
Skills in technical documentation, business writing and verbal communications
Ability to troubleshoot effectively and think out of the box to come up with creative solutions
Ability to adapt and learn Engineering concepts as exposure to business processes increases
Drive to automate processes and simplify – work smarter, not harder

Software Support Analyst Resume Examples & Samples

Ensure assigned applications and systems are reliable and working as expected
Assist in the design and implementation of data migration, API integrations, etc. related to new product rollouts
Monitor and resolve incident tickets within established SLAs
Diagnose and troubleshoot problems with existing internally developed software applications and sites
Assist in the preparation and documentation of software requirements and specifications
Maintain documentation on software and data platform data flow diagrams
Take an active role in cross-departmental projects when needed
Adhere to IT governance guidelines related to change management, attestations, and others as required
Ensure assigned projects are tracked and brought to completion in line with expected timeframes and quality

Software Support Analyst, RTS Apprenticeship Resume Examples & Samples

Respond to customer service / technical issues related to the Xerox product / solution portfolio both in written word and via telephone
Assist customers by diagnosing problems and providing resolutions for technical and service issues using troubleshooting techniques and tools
Ownership and responsibility for all software escalations from initial contact through to conclusion, including feedback on workarounds, capturing further information and declining issues and ensuring all logs are kept up to date
Advise / educate customers within procedural guidelines to ensure a complete solution to their technical or service questions. Passing calls to the appropriate resource, track and proactively follow up to resolution
Continual improvement of skills and experience through development and training
Entry requirements are a minimum of 2 A-Levels and 5 GCSEs grades A*- C or equivalent qualifications (including English and Maths)
Full driving licence is desirable

Technical Software Support Analyst Resume Examples & Samples

Provide 1st line support by managing support requests via ServiceNow for software products such Autodesk, Bentley, ESRI, OASYS, etc
Ability to communicate effectively with individuals from different discipline backgrounds and various skill levels
Identify skills or knowledge gaps that need to be addressed
Overall reporting to the Technical Software Support Team Leader
Conduct daily handovers of issues / support requests with other support team members
Knowledge share to increase teams understanding and improve efficiency to answer queries
Ability to identify when issues need to be escalated to the appropriate team; Vendor Team, regional / product expert and or 2nd line support
Liaise with vendors, 2nd line support to resolve issues and knowledge gather
Keep up to date with software support products and supplier changes
Design and prepare educational aids and materials for training purposes
At least 2+ year’s previous experience as a customer support or technical support environment
A proven track record to develop technical knowledge and apply new skills in a high paced environment
Ability to prioritise work
Strong editorial and quality assurance skills
Strong technical aptitude and a desire to learn
Passion to learn and share knowledge

Software Support Analyst, Senior Resume Examples & Samples

Provide in depth support to Ellucian clients and employees in troubleshooting and resolving issues
Work closely with other Ellucian Customer Support team members to deliver outstanding support for clients
Work both independently as needed and as an active, contributing member of a team

Software Support Analyst, Senior Resume Examples & Samples

Experience in providing consultation for highly technical enterprise software
Understanding of the technical building blocks of the Ellucian Middleware and Mobile software, including Java, LDAP, SQL and email protocols
Team-oriented individual who values opportunities to build the skills and capabilities of others, a strong sense of the possible, and a real desire to improve customer experience
Java, Groovy/Grails programming skills a plus
Familiarity with Identity Management systems (e.g., SAML2 IdPs, CAS Servers) a plus
Experience working as a college/university System or Database Administrator is a plus
Experience working in an international environment a plus
BS in Computer Science or related field highly preferred