it application support manager resume

IT Support Manager Resume Example

Resume Examples

Common Tasks & Responsibilities
Top Hard & Soft Skills
Action Verbs & Keywords
Resume FAQs
Similar Resumes

Common Responsibilities Listed on IT Support Manager Resumes:

Manage and oversee the IT support team, including hiring, training, and performance evaluations
Develop and implement IT policies and procedures to ensure efficient and effective operations
Monitor and maintain the organization's computer systems, networks, and servers
Troubleshoot and resolve technical issues and provide end-user support
Manage software and hardware installations, upgrades, and maintenance
Develop and maintain disaster recovery and business continuity plans
Manage vendor relationships and negotiate contracts for IT products and services
Develop and manage IT budgets and track expenses
Stay up-to-date with emerging technologies and recommend new solutions to improve efficiency and productivity
Collaborate with other departments to identify and address IT needs and opportunities for improvement.

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IT Support Manager Resume Example:

Enhanced organization’s IT infrastructure by implementing secure authentication system, resulting in strengthened protection of confidential data
Led the successful migration of existing IT systems to the cloud, increasing operational efficiency and reducing downtime by 30%
Trained and mentored 5 IT support team members, creating a more productive and knowledgeable IT support staff for the organization
Developed IT policies and procedures that improved security and compliance company-wide; achieved top-level performance standards within 6 months
Reduced IT service delivery time by 20% through the automation of certain tasks and equal distribution of workload across the team
Created a helpdesk system model that improved customer service and resolution time of user issues by 40%
Established and maintained datasets for performance monitoring of IT systems, ensuring uninterrupted operations and use
Utilized latest security protocols and best practices to implement improved disaster recovery and business continuity strategies
Significantly reduced technical expenses by negotiating contracts with 3 major vendors to supply $200,000 of IT system and resource upgrades
Cloud Migration
IT System Management
Project Management
IT Security & Compliance
Automated Task Management
Training & Mentoring
Helpdesk System Modeling
Performance Monitoring
Disaster Recovery & Business Continuity Strategies
Technical Troubleshooting
Networking & Infrastructure
Vendor Management
Customer Service
Data Analysis & Platform Optimization
Documentation & Report Writing
ITIL Framework
System Design & Architecture
Leadership & Team Building
Problem Solving & Decision Making
Interpersonal & Communication Skills
Budget Management & Cost Control
Information Technology
Business Management

Top Skills & Keywords for IT Support Manager Resumes:

Hard skills.

IT Infrastructure Management
Network Administration
Help Desk Support
Incident Management
IT Security and Compliance
Cloud Computing
Virtualization Technologies
Disaster Recovery Planning
Technical Troubleshooting and Problem Solving

Soft Skills

Leadership and Team Management
Communication and Presentation Skills
Collaboration and Cross-Functional Coordination
Problem Solving and Critical Thinking
Adaptability and Flexibility
Time Management and Prioritization
Empathy and Customer-Centric Mindset
Decision Making and Strategic Planning
Conflict Resolution and Negotiation
Technical Aptitude and Knowledge
Attention to Detail and Accuracy
Coaching and Mentoring

Resume Action Verbs for IT Support Managers:

Coordinated:
Implemented:
Streamlined:
Documented:
Troubleshot:
Configured:
Collaborated:

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Resume FAQs for IT Support Managers:

How long should i make my it support manager resume, what is the best way to format a it support manager resume, which keywords are important to highlight in a it support manager resume, how should i write my resume if i have no experience as a it support manager, compare your it support manager resume to a job description:.

Identify opportunities to further tailor your resume to the IT Support Manager job
Improve your keyword usage to align your experience and skills with the position
Uncover and address potential gaps in your resume that may be important to the hiring manager

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Related Resumes for IT Support Managers:

Assistant it manager, it service manager, it support analyst, it support specialist, it technical manager, senior it manager, it system administrator, it architect.

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Application Support Manager

5 Amazing application support manager Resume Examples (Updated 2023) + Skills & Job Descriptions

Build your resume in 15 minutes, application support manager: resume samples & writing guide, professional summary, employment history.

Provide technical assistance to users
Work with vendors to resolve technical issues
Manage user access to applications
Develop and implement application support processes
Monitor application usage and performance
Manage application documentation
Monitor application logs and reports

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Create and maintain user accounts
Develop and maintain application training materials
Document application support procedures
Coordinate with other teams to resolve application issues
Troubleshoot application issues and provide technical support
Develop and maintain application security
Manage application upgrades, patches, and releases

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Table of Content

Introduction
Resume Samples & Writing Guide
Resume Example 1
Resume Example 2
Resume Example 3
Resume Example 4
Resume Example 5
Jobs Description
Jobs Skills
Technical Skills
Soft Skills
How to Improve Your Resume
How to Optimize Your Resume
Cover Letter Example

application support manager Job Descriptions; Explained

If you're applying for an application support manager position, it's important to tailor your resume to the specific job requirements in order to differentiate yourself from other candidates. Including accurate and relevant information that directly aligns with the job description can greatly increase your chances of securing an interview with potential employers. When crafting your resume, be sure to use action verbs and a clear, concise format to highlight your relevant skills and experience. Remember, the job description is your first opportunity to make an impression on recruiters, so pay close attention to the details and make sure you're presenting yourself in the best possible light.

application support manager

Administer and provide technical support for general back end office systems, employee self-service (ESS) applications, intranet, and airlines systems to resolve issues
Administer all change requests, new system implementation, version upgrades and ensure effective implementation
Administer all implementation issues and generate short-term resolution, as well as long term preventive measures for development
Publish SOP for supported applications and systems
Coordinate with vendors, business users and provide technical assistance for all applications
Conduct and facilitates User Requirement Study (URS) workshops
Prepare and provide training to end users on the supported systems
IT Partner engagement
Recruit, direct, retain and develop IT staff members
IT project feasibility study/ Proof of concept
Develop a detailed IT project plan, monitor, track and update progress
Assist in develop a detailed IT project plan; Monitor, track and update progress of the plan
Implement IT project as assigned, including deploy the said project on to operational phase
Prepare and collect system requirement, functional specification, UAT sign off and project sign off document
Prepare and manage the solutioning of general back end office system enhancement
Maintain and update system documentations in the Intranet system
Prepare monthly SLA report to IT senior management team
Assist in the departmental management strategy and budget planning
Plan and manage resources for the assigned project(s)
Evaluate and assess result of the IT project as assigned
Manage and provide solution for Incidents

application support manager Job Skills

For an application support manager position, your job skills are a key factor in demonstrating your value to the company and showing recruiters that you're the ight fit for the role. It's important to be specific when highlighting your skills and ensure that they are directly aligned with the job requirements, as this can greatly improve your chances of being hired. By showcasing your relevant skills and experience, you can make a compelling case for why you're the best candidate for the job.

How to include technical skills in your resume:

Technical skills are a set of specialized abilities and knowledge required to perform a particular job effectively. Some examples of technical skills are data analysis, project management, software proficiency, and programming languages, to name a few. Add the technical skills that will get hired in your career field with our simple-to-use resume builder. Select your desired resume template, once you reach the skills section of the builder, manually write in the skill or simply click on "Add more skills". This will automatically generate the best skills for your career field, choose your skill level, and hit "Save & Next."

Computer Networking
Software Installation
System Administration
Troubleshooting
Data Backup
System Security
Network Security
Database Administration
System Monitoring
Technical Support
Disaster Recovery
System Analysis
System Testing
Programming
IT Infrastructure
Network Administration
System Architecture
Network Troubleshooting
Cloud Computing
Data Migration.

How to include soft skills in your resume:

Soft skills are non-technical skills that relate to how you work and that can be used in any job. Including soft skills such as time management, creative thinking, teamwork, and conflict resolution demonstrate your problem-solving abilities and show that you navigate challenges and changes in the workplace efficiently. Add competitive soft skills to make your resume stand-out to recruiters! Simply select your preferred resume template in the skills section, enter the skills manually or use the "Add more skills" option. Our resume builder will generate the most relevant soft skills for your career path. Choose your proficiency level for each skill, and then click "Save & Next" to proceed to the next section.

Communication
Interpersonal
Time Management
Problem Solving
Decision Making
Critical Thinking
Adaptability
Organization
Public Speaking
Negotiation
Conflict Resolution
Attention to Detail
Self-Motivation
Stress Management
Collaboration
Strategic Thinking
Emotional Intelligence
Flexibility
Reliability
Professionalism
Computer Literacy
Data Analysis
Project Management
Customer Service
Presentation
Written Communication
Social Media
Quality Assurance
Supervisory
Risk Management
Database Management
Documentation
Financial Management
Visualization
Business Acumen
Process Improvement
Relationship Management.

How to Improve Your application support manager Resume

Navigating resume pitfalls can mean the difference between landing an interview or not. Missing job descriptions or unexplained work history gaps can cause recruiters to hesitate. Let's not even talk about the impact of bad grammar, and forgetting your contact info could leave your potential employer hanging. Aim to be comprehensive, concise, and accurate.

Oscar Davis

Monitor and maintain application performance

Include your Contact Information and Job Descriptions

Missing job descriptions lessens your chances of getting hired..

Employers want to know what you've accomplished, so make sure to include descriptions for all of your previous jobs.
Keep job descriptions short but don't just list your jobs.
Never copy-paste a job description to post on your resume. Get inspired and use tools to help you write customized descriptions.

How to Optimize Your application support manager Resume

Keep an eye out for these resume traps. Neglecting to detail your job roles or explain gaps in your career can lead to unnecessary doubts. Grammar blunders can reflect negatively on you, and without contact information, how can employers reach you? Be meticulous and complete.

Neil Johnson

Provide technicle assistance too users
Develop and maintain application trainning materials
Manage application uprades, patches, an releases
Docuemnt application suport procedurs
Work wit vendors too resolve technica issues
Developd an mantain aplication trainig materialls
Manage application documentations
Develop and implement application supports processes
Document application supports procedures

Correct Grammar and Address Gap Years in Your Resume

Don't leave unexplained gaps in your work history..

When explaining gaps in your employment section, start by being honest.
Elaborate on the gap and show that you never stopped learning.
Explain and elaborate any gap in your work history by highlighting new skills.

application support manager Cover Letter Example

A cover letter can be a valuable addition to your job application when applying for an application support manager position. Cover letters provide a concise summary of your qualifications, skills, and experience, also it also gives you an opportunity to explain why you're the best fit for the job. Crafting a cover letter that showcases your relevant experience and enthusiasm for the Accounts Payable role can significantly improve your chances of securing an interview.

To the respected Bank of America Recruitment Team

I am a results-driven Application Support Manager with 12 years of experience in Administrative & Clerical. I am excited to submit my application for the Senior Application Support Manager role at Bank of America, where I believe I can make a valuable contribution to your team.

My life experiences have taught me the importance of hard work, dedication, and collaboration. Whether it was on the work, or just personally, I have always been committed to pursuing my goals with passion and tenacity. I am confident that throughout all of these years I have gained the skills and expertise necessary to succeed in this role and be a great asset for Bank of America. I am eager to join a team that shares my values and work towards a common goal.

Thank you for considering my application for the Senior Application Support Manager role. I am looking forward to a future where we work together to drive this organization's success.

Showcase your most significant accomplishments and qualifications with this cover letter. Personalize this cover letter in just few minutes with our user-friendly tool!

Related Resumes & Cover Letters

Contemporary

Professional

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IT Support Manager Resume Samples

The guide to resume tailoring.

Guide the recruiter to the conclusion that you are the best candidate for the it support manager job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

Craft your perfect resume by picking job responsibilities written by professional recruiters

Pick from the thousands of curated job responsibilities used by the leading companies, tailor your resume & cover letter with wording that best fits for each job you apply.

Create a Resume in Minutes with Professional Resume Templates

Manage a team of technical support personnel within our AirSupport group including hiring, performance management, and career development
Manage and develop project plans for streamlining IS services and Network Architecture
Formulate performance improvement plans and make termination decisions as necessary
Design and execute projects to improve systems and operations
Partner with lab managers for configuration and operation of workstations
Manage vendor relationships for key support team focused technology providers
Work with the IT leadership team to define goals and objectives, and to ensure that standard operational procedures are established to meet those goals
Develop and continuously improve upon Service Desk policies and procedures
Administer disciplinary actions such as verbal warnings, written warnings and performance improvement plans, as well as terminating when necessary
Work with global leadership to stay informed and address all issues with Service Desk staff around the globe
Work with the various IT groups and the business to test IT solutions to ensure that IT problems have been adequately resolved
Monitor daily utilization for all global Service Desk staff to ensure work load is evenly distributed
Assist in creating individual and team goals and oversee to ensure goals are met
Create knowledge base articles for use by customers and technical staff
Provide feedback to management concerning possible problems or areas of improvement
Create documentation for processes developed
Provides integrated and project management support for all technology platforms
Provides analysis and technical solutions to a variety of problems that are routinely encountered under normal business activities
Responsible for maintaining, configuring, and upgrading computer systems. Performs complex computer repairs and coordinates vendor support for more critical repairs
Manage all Video Teleconference equipment providing the site with high quality customer support including facilitation, scheduling and technical support for multiple systems
Performs installation and testing of software products individually and/or as part of a team
Strong knowledge of Windows operating systems and office applications including mobile devices
Good ability to build relationships and communicate well with a diverse employee base
Demonstrated ability to execute basic financial analysis, such as ROI
Exceptional ability to see scope of processes and the ability to analyze upstream and downstream impacts
Exceptional ability to perform well in team environment, with staff at all levels, to achieve business goals
Exceptional ability to multi-task and prioritize
Exceptional ability to handle deadline oriented project demands as well as manage multiple initiatives
Citrix proficiency $
Apple Certified Support Professional (ACSP)
Exceptional attention to detail

15 IT Support Manager resume templates

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Bachelors Degree, ideally in IT Technology or Computer Science
CompTia A+, MCP or equivalent certification(s)
At least three (3) years' IT support experience in an enterprise organization with a retail focus and an ERP system such as SAP
Windows XP, Windows 7 proficiency
Mac OSX knowledge
MS Office 2010, 2011 and 365
Familiarity with Network Protocols, e.g. TCP/IP
Experience with LAN/WAN Ethernet Technology
Monitor service level metrics and response times and re-direct team activities as needed
Develop and document new support and operations processes
Oversee the team managing hardware and software purchasing (including new employee onboarding technology setup) for San Francisco and the Americas
Maintain accurate asset management records
Support Airbnb employees in resolving problems with IT, AV and Communications systems
Collaborate with AirSupport Managers around the globe to align processes and procedures and adopt global best practices
Experience with Munki & Puppet on OS X
Knowledge of ITIL best practices
Knowledge of and experience with the specific products used at Airbnb, including: Apple hardware, Adobe Creative Suite, Box, Google Apps, Munki & Puppet on OS X, OneLogin, Jira Service Desk

Regional IT Support Manager Resume Examples & Samples

Manage, coach and train a growing team of IT support personnel in day-to-day helpdesk technical support providing global employee support
Manage installation and maintenance of hardware and software
Support local and global users’ IT needs for training, problem resolution, connectivity, hardware and software upgrades
Partner with managers and develop budgets based on needs for software, equipment, security functions for desktop and conference room environments
Responsible for short and long-term plans and rollout for hardware, operating systems, and product implementation, day-to-day integrity, and operation of PC and workstations
Manage projects relating to lab workstations including imaging, deploying, upgrading and securing
Collaborate with vendors, employees, and IT staff to provide technical solutions
Manage helpdesk ticket tracking system to ensure strong service level delivery; JIRA experience preferred
Identify problem areas and develop solutions to enhance quality and to prevent future problems
Assume full project management responsibilities for IS/IT implementations, upgrades, migrations and installations
Strong ability to address IT challenges and implement quick solutions with a focus on continuous improvement and the company’s long-term IT needs while maintaining service levels
Able to create training materials and train users on Windows software, phones and network connectivity
Experience supporting Linux / Windows environment
Expertise in Tier 3 Desktop support and Windows server support
Experienced with automated software deployment and asset management
Experience administering and troubleshooting Active Directory Domain (TCP/IP, DHCP, DNS, WINS) Network
Experience administering MS Outlook in MS Exchange and Office 365 environment and experience with Linux/UNIX, routers, firewalls, bridges, hubs and switches
Provide new application ideas to engineering to drive efficiency and productivity
Knowledge in managing expenses for computer equipment within budget
Support global users with technical advice and problem resolution
Experience in Mentoring and training IT support team
Must be quick to learn and able to work in a fast paced environment under stressful conditions
Bachelor’s degree Information Systems/Computer Science and 5 years’ experience in desktop systems admin supporting Windows with 3 years IT management experience; engineering environment preferred

R&D IT Support Manager Resume Examples & Samples

Own the technical support for all research applications that run in our environment
Compile, install, and configure complex enterprise scientific applications
Handle escalated technical issues and be seen as the technical go-to person
Manage vendor escalations to resolve technical issues
Collaborate with Managed Service Provider (MSP) partners responsible for IT core support services and operations as required
Collaborate with cross functional groups of experts in other parts of our IT organization
Form close working relationships with front-line support staff on the network, database, and systems teams
8+ years of systems administration responsibility, collaborating closely with and/or managing technical IT teams
Direct experience administering common scientific applications and laboratory software. (e.g. Matlab, R, Spotfire, Pipeline pilot, ChemReg, D360, Schrodinger, LIMS)

Ntpa IT Support Manager Resume Examples & Samples

Management leadership role responsible for covering 4 global product lines, which include NTPA, FX Operations, OTC settlements and Asset servicing
Manage a team of 17 staff members locally, to provide support for customized and proprietary back office trade settlement applications. Guide and collaborate with global support teams in various geographical locations
Act as the Raleigh site lead for Global Operations Solutions Delivery Production and Performance (GOSD P&P) team
Perform senior stake holder management across various IT and business on production support and application stability areas
Oversee day-to-day operations and provides vision, leadership, and direction to the team
Effectively hire, train, evaluate, mentor and develop staff to reach their fullest potential while creating a positive, high performance and professional environment
Demonstrate and foster an environment of effective collaboration and teamwork with particular focus on collaborative relationship building with other IT and Business leaders and teams
Allocate work to staff, plan, communicate, evaluate and manage performance by staff
Assess needs for technical development of staff and provide formal or informal training opportunities to staff
Perform management functions such as managing Incident calls, conducting post-mortem meetings, liaising with the business on MyIncident tickets etc
Work with the Business/Service Continuity Management and other internal/external agencies to demonstrate firm’s Disaster Readiness compliance
Confer with management of client groups, who uses the applications supported by the group, and assess uptime, productive use of applications, and needs for further development or enhancements to make applications more useful
Plan and conduct regular or periodic meetings of staff responsible for maintaining applications in production to assess issues or bugs and plan strategy for addressing them
Work across a broad range of stake holders to ensure uninterrupted service to the clients

Local IT Support Manager Resume Examples & Samples

Offer on-site support to the studio employees on hardware and standard software
Build, deploy and maintain new workstation and build machine environment for employees according to group standards
Manage and maintain local IT infrastructure when required
Train and advocate IT and Security best practices/standards to studio employees
Interact with external vendors and internal partners during problem resolution
Take active part in the tracking and updating of the hardware and software asset inventory
Update and maintain a knowledge base on newly diagnosed problems and issues
Polytechnic or University Degree in Information Systems or equivalent related experience
2+ year(s) of experience of leadership or management experience in a technical support context
5+ years of experience in a technical support to end user position
Technical certifications an asset (CCNA/MTA/MSCA/CompTia/etc)
ITIL certification an asset

Office & IT Support Manager Resume Examples & Samples

3-5 years of management experience preferred
5-8 years relevant work experience preferred
Preferred work experience with the basic foundations for project methodology, ITIL and/or other continuous improvement tools
Excellent written and verbal communication skills, strong customer focus
Experience in software and platform troubleshooting and problem solving
Shows an interest or ability to write queries for SQL Databases
Strong analytical skills with the ability to support concepts and theories for various projects
Aptitude to communicate concepts, systems and procedures in a training environment
Excels in a team and collaborative environment
Experience with both PC and Apple platforms
Lead and manage a team of 10 or more Technical Support Analyst to meet departmental goals via appropriate allocation of workload and effective resource management
Interview, select, train, and develop new employees
Provide technical support to SolarCity employees
Facilitate customer resolution for escalated calls and engage the necessary technical support
Develop roadmap for IT Support and drive projects to implement the roadmap
Oversee and implement change management and incident management processes
Develop standard operating procedures for the tech support team to decrease response time and improve stability
Collaborate with business owners to build partnership and solutions
Manage rotating "on call" schedule and Global Operation Center to ensure there is no disruption in service delivery
Bachelor’s Degree in Computer Science, Mathematics, or Information Systems
Must have 5-7 years of experience working with IT Systems Engineers and Developers
3+ years of relevant management experience
Broad technical knowledge of end user computing technologies
MCSE Certification a plus
Ability to positively and effectively interact with internal and external customers
Responsible for Application Maintenance and Support for Corporate Applications
At least 10-15 years experience delivering new capabilities and enhancements for IT systems
At least 5 years of experience in managing production support team
Experience working for a national retailer with finance preferred and HCM application knowledge
Experience working on Windows, UNIX and Linux operating systems
Experience with relational databases – specifically Oracle and SQL Server
Demonstrated ability to manage staff remotely, across multiple time zones
Strong analytical, problem solving, and debugging skills
Managing the recruitment, retention, and career development of internal staff
Managing, mentoring, and leading internal and external staff as defined in project structures
Build, motivate, and lead a team of IT Support professionals to support company technology, including all desktops, laptops, mobile devices, associated peripheral devices, and software
Directs recruitment, training and development of Service Desk engineers. Oversees personnel activities of team including hiring, development, and training
Leads technical projects and technology implementations to advance business initiatives
Ensures that performance metrics, leading and lagging indicators, are an integral part of the management of the support team
Ensures that continuous improvement plan is properly aligned with SLAs
Implement ITIL and/or industry best practices/concepts to ensure world-class operations
Collaborate and build long-lasting symbiotic relationships with business and IT leaders to enhance support levels and drive and internal customers to the Support Team
Manage procurement and fulfillment of technology to meet stakeholder’s needs
Act as the primary communication conduit between IT and our customers
3+ years direct supervisory experience
Deep understanding of Windows clients, Windows servers, and Citrix network equipment
Experience with ZenDesk or similar issue management solution
Understanding of primary business functions (Finance, Operations, Transportation, Sales, Customer Service, etc)
ERP support experience
Manages a global 24 x 7 team involved in supporting various enterprise applications including SAP, Informatica, Business Objects, Tibco and custom applications hosted in the cloud
Responsible for proactively ensuring the high availability of Autodesk’s enterprise applications & systems to support Autodesk’s critical enterprise business processes
Acts as Service Manager for all services offered to the Finance community developing strong stakeholder relationships and applying service management principles to the reliability and evolution of services
Manages major incidents & escalations and communicates with senior Autodesk management and business units
Collaborates on the design and implementation of next generation enterprise systems for Autodesk’s development teams
Plays a lead role in many of the enterprise’s SOX/SOC/Audit activities associated with financial systems, acting as control owner and lead for EBSO on engagements with Audit teams
Partners with Development & Project Teams, Systems Quality Assurance (SQA), and Platform teams to ensure quality production releases and ensure post launch supportability
Manages and improves systems availability and business service levels
Drives self-healing and automation solutions for recurring incidents
Provides active guidance and direction to technical team members for faster incident resolution
Mentors, coaches and motivates team to perform at high levels

Manager IT Support Manager Resume Examples & Samples

Ensure global Service Desk staff are using established policies, procedures and tools to field incoming contacts and then prioritize, troubleshoot and resolve all issues and request or escalate them to the appropriate groups
Ensure global Service Desk staff are communicating effectively with end users in all stages of the incident management process; including initial interaction, triage, escalation and status updates
Ensure individual and team incident queues are managed daily to ensure all end user requests and issues are addressed within their appropriate SLA
Act as an escalation point for all global Service Desk staff regarding end user’s requests and issues
Manage the critical incident management process and effectively communicate pertinent information and status updates to the different IT Departments and the Business as needed
Ensure the effective onboarding of new services to support at the Service Desk, creating documentation and training the global Service Desk staff
Ensure the effective handoff between global Service Desk staff located in different locations
Work with staff to create and host training sessions for the global Service Desk staff; host sessions as needed
Participate and/or lead IT projects
Pull individual and team metrics on regular cadence
Ensure quality assurance initiatives are met by monitoring phone and chat contacts, reviewing customer surveys, and working with staff to provide necessary training
Hold regular one-on-ones with direct reports to go over individual performance on daily responsibilities and to go over performance on individual goals that have been set, as well as to correct incorrect behavior and trends
Perform all job functions during non-work hours and away from the office on an as needed basis (on-call)
Other duties as needed
Bachelor’s Degree in Computer Science or other related field and 5-7 years work experience or 10+ years of working experience in an IT support environment
Extremely knowledgeable in computer hardware, operating systems, and software; including but not limited to PCs, laptops, tablets, Windows 7, Windows 10 and Mac OS X
Experienced in Active Directory, Exchange Management Console, SCCM, Citrix XenDesktop/XenDesktop and Cisco VPN
Experienced in mobile device support; Android, iOS, and MobileIron
Interpersonal skills, with a focus on rapport-building, listening and questioning skills
Ability to present ideas in business-friendly and user-friendly language
Proven customer service skills
Effective in a team-oriented environment
Experienced in people management, hiring, goal setting, coaching, mentoring, disciplinary actions and terminations

Executive IT Support Manager Resume Examples & Samples

End User Support
Project Planning and Implementation
Documentation and Inventory
Serves as a central point of contact for implementation, integration and completion of end user and management requests and escalation point for advanced end user support
Applies understanding of computer software and hardware to diagnose problems, determine appropriate course of action, provide complete follow-through to successful resolution
Maintains accurate documentation in the Help Desk system of all user requests, repairs and reported issues including cause, resolution and preventative action
Manage IT end user support requests from the executive staff, visitors and support staff to deliver all IT needs including the design, configuration, installation, and maintenance of local area network hardware, software, and other computing technology
Ensure support coverage is available to end users either on-site or on-call 24/7, coordinate additional resources during critical meetings at the site as required
Monitor onsite technology equipment performance to ensure corporate departments are receiving
Bachelor’s degree including course work in computer science and Microsoft certification required
Minimum 6 years of experience operating within a multiple technological environment, related experience may substitute for college course work
Minimum 4 years of previous IT/related management experience required, 5+ years of previous IT/related management experience preferred
Working knowledge of network and communications hardware/software and knowledge in creation of technical project plans
Excellent computer skills including desktop computing systems hardware, software
Microsoft Certified Professional (MCP), Cisco Certification, A+ Certification, or related certifications a plus
Ability to define problems, collect data, establish facts, and draw valid conclusions, to prioritize and work in a multi-tasked environment
Ability to clearly and concisely communicate technical information to most levels of management and nontechnical users across functional lines
1) 5-7+ years' experience in a IT Support Management capacity overseeing a team of 10 or more technicians
2) 7+ years' hands on experience supporting a Windows, Mac and Linux based environment
3) Excellent Communication Skills: this person will be resolving issues for Doctors, Researchers, and Students within the PHD/ MD program. This person will be an ambassador for the end users to make improvements within IT
Designs and defines information technology (IT) system architecture for integration of multiple platforms, operating systems, and applications across the enterprise
Determines systems specifications, input/output processes, and working parameters for hardware/software compatibility and maintenance of system security
Coordinates design of subsystems and integration of total system. Identifies, analyzes, and resolves program support deficiencies
Develops and documents the framework for integration and implementation for changes to technical standards
Assists in the development of and manages an architecture governance process
Develops and recommends corrective actions
May provide technical guidance for database administrators and software developers
Information Assurance Technical Level III (IAT Level III) certification required (CASP, CISSP, etc)
Project Management Professional (PMP) desired
Certified SCRUM Master desired

Loan Review, Data & IT Support Manager Resume Examples & Samples

Loan datasets administration duties within CRM3 cube; maintain flat file import definitions; process loan flat files; review datasets for reasonableness; mark loan samples; stage dataset exports
Prep Access databases for Loan Review Manager (LRM); stage new loan and prior review data; mark relationships; scrub data according to custom needs where applicable.; create setup EXE and test; generate pre-review reports; stage setup EXE; dispatch LRM job notifications
Provide help-desk type support to loan review staff for any computer-review-related assistance as needed
Coordinate and administer remote loan reviews with bank IT staff for upcoming reviews; communicate in advance to ascertain remote needs; configure remote workstations, VMs, and production laptops for connectivity; test remote connections; prepare and distribute reviewer credentials documentation; assist and/or lead launch of remote connections with start of each job; provide ongoing support to maintain remote connectivity through duration each job
Manage and distribute review-related equipment inventories; thumb drives, mifi jet packs, printers, field monitors, etc
Liaise with DHG IT staff for ongoing review technology needs
Coordinate activities with operations manager, sample leader, credit and doc leaders to ensure timely start and completion of each review job
Fulfill aforementioned functions and tasks under guidance from Loan Review IT manager; assume responsibility for these roles in his/her absence
Determine/confirm type of loan(s) reviewed, nature of collateral, and loan purpose
Review the lender’s financial statement analyses and cash flow calculations
Review appraisals/valuations of real estate collateral, including appropriateness of various approaches to value and underlying assumptions and adherence to regulatory requirements
Identify nature and scale of guarantor support
Using one’s understanding of the fundamentals of risk rating along with the particular institution’s rating scale, determine appropriateness of risk rating for loans reviewed
Perform Impairment analyses, as applicable
Review legal documents at a high level relative to approved terms and collateral, and to identify possible lien position issues
Apply awareness of current FDIC and OCC regulations and a lender’s policies and procedures to loans reviewed
Lead and manage a growing team of IT Support professionals, of varying skills and experience levels, based out of geographically disperse locations
Evaluate team workload, productivity and monitor for process adherence and compliance
Maintain high level of customer satisfaction and published service level agreements
Monitor emerging technologies and make recommendations for adoption when applicable
Able to strike a balance of being self-motivated and self-sufficient while remaining a team member and team player
Conduct process-based approach to meeting organizational goals and project management
Ability to understand business requirements and how they relate to technical requirements
Maintain organization's effectiveness, efficiency and quality of service by delivering, and supporting strategic plans for implementing information technologies
Understanding of high level network design, protocols and layers
Perform on-call duties as needed
Ability and authority to travel to Marketo sites around the world
Single Sign-On
Box, DropBox, OneDrive, etc
Office 365 or GoogleApps, etc
WDS, Ghost, Acronis, Deploy Studio, KACE, etc

Senior Business Analyst / IT Support Manager Resume Examples & Samples

Knowledge of South African acquiring market with the ability to hit the ground running
5 -10 Years acquiring or payment type industry experience is essential
Bachelor’s degree or equivalent with a minimum of 5 years business analysis experience
Prior coaching and leadership of a team is required
Business Acumen with the ability to provide solutions that drive positive results to the customer and First Data
Target driven with the ability to consistently meet delivery dates and budgets of approved projects
Analytical skills and application thereof
Product Development experience is desirable
Team player, excellent inter-personal skills
Strong communication (written, verbal) skills are a pre requisite
Exceptional presentation skills
Ability to work in an ambiguous environment
Self-starter and motivator
Ability to liaise and support various disciplines (communication, planning, finance, sales, marketing, technology) and function in an unstructured environment with minimum day to day supervision
Good team player in a cross functional team environment
Good ability to build relationships and network with relevant groups (banks, suppliers, third parties) Understanding of the third parties suppliers, technical integrators and Value Added Resellers (VAS) operating in the market
Experience supporting Microsoft Windows in an enterprise environment
Experience creating and documenting IT processes and procedures
Bachelor's degree and 5+ years of experience in desktop support in a large corporate environment. Additional years of relevant experience will be considered in lieu of a Bachelor's degree
2+ years of prior experience as desktop support supervisor or team lead
US Citizenship required and able to obtain a federal security clearance
Experience in supporting Mac OS and iOS devices
Microsoft Visio network documentation experience
MCP/MCSA/MCSE, A+, Network+, Security+

Deskside IT Support Manager Resume Examples & Samples

Standards and Policies
Manage day-to-day operations of the Deskside Support team for both onsite and remote locations
In strong collaboration with the Director of Information Security, sets and executes strategy for information security initiatives
Develops and maintains credible and effective working relationships with both management and IT personnel in a way that demonstrates an understanding of business problems, IT strategies, issues, and priorities
Participates in development and implementation of strategies to meet organizational goals, ensuring that client and IT priorities are aligned and accomplished
Develops and manages the IT deskside support team to ensure timely and adequate support for day to day operations at all facilities is provided
Identifies and executes optimization and improvement opportunities
IT Budgeting
Assist in planning and managing IT work streams (such as hardware and software refresh, security audit, etc.) according to a well-designed plan aligned across key interrelated functions
Work closely with the Applications, BI, and Project Management team members to ensure that all systems function together and meet SLA's, business goals and objectives
Drive a culture of continuous improvement, efficiency, pride, excitement and ownership
Assist in the analysis and resolution of technical problems
Effectively use incident management tools to document and complete service requests within published Service Level Agreement (SLA) requirements
Technical knowledge of a wide range of IT areas
Working knowledge of MS Office applications
Ability to thrive in a fast pace and dynamic environment Required
3 years of experience in management
5 years of experience in IT
Analytical Decision Making
Collaboration Management
Promote Continuous Learning
Relationship & Conflict Management
Living SSB Mission & Core Values * Hands on experience with end-user compute systems, Windows, MS Office, SCCM, Domain Administration
The smooth running of production support process, checking that the open issues are addressed in a timely manner
Collating service statistics from different IT teams and measuring SLA performance
Preparing performance reports and score cards and submitting analysis to Regional IT
Chairing weekly systems support meeting with Regional IT
Identifying, managing, resolving or mitigating cross team risks and issues, escalating them to management, where necessary
Coordinating and ensuring all system defects and enhancements are resolved / delivered on a timely basis and follow up where necessary
Accepting build packages to be released into SIT, and signing off for release to UAT once SIT has been successfully completed
Overseeing the timely execution of UAT, managing the issue resolution and reporting progress and status to the stakeholders
Coordinating the release of any application build to production environment, with approval from Regional Stakeholder
Working closely with the following parties for effective resolution of problems, issues and enhancement requests
Experience with Global Delivery models and manage multiple service providers spread across multiple countries will be an advantage. Typical Minimum Knowledge and Skills
Sound leadership and planning skills
Resource Management and Team Management
Strong coordination and communications skills
Strong assertive personality and stakeholder management skills (managing and influencing multiple senior level stakeholders)
Ability to multi-task, as supporting multiple and concurrent projects is a prerequisite
Wide domain exposure in Insurance
Experience in Middle and Back Office Applications including Compliance, Risk, Security, HR, Business Intelligence / Data Warehouses and Data Integration Interfaces
Technical exposure in some or most of the following areas
Web technologies (HTML5, JavaScript, CSS, Java/J2EE, JSP / Servlets, Struts, Tomcat, JDBC)
Client Server Technologies (C++, Visual Basic) Additional Skills
Property Casualty Insurance knowledge is a plus
Architecture background (Enterprise or Solution Architecture) in Insurance technologies is a plus
Manages the daily activities of assigned team responsible for technical support to end users
Interacts with business owners within assigned office(s) to ensure technical support is meeting all business unit needs in an effective and timely fashion
Interacts and partners with business owners to determine short term and long term IT hardware and software requirements, and determines transitional and long-term hardware/software infrastructure requirements
Oversees and manages software implementations
Coordinates with other HMS groups on assigned objectives
Supports and maintains end user requirements, including troubleshooting, account maintenance, and training
Plans and performs appropriate procedures, documentation, inventory assessment, and other procedures related to IT
Maintains, monitors, and analyzes system components and makes recommendations
Inventories and provides accounting for HMS resources including software, server, workstation, and laptop systems
Works with a team to automate management tasks, streamline processes and perform standard administration functions as needed
Monitors IT infrastructure use and provides accountability
Provides escalated second and third level support as needed
Identifies and provides standards for gathering information for use in trend analysis and reports information to company management as needed
Develops IT Policies and Procedures
Monitors performance of the team to ensure that SLA agreements and quality standards are being met; seeks opportunities for improvements
Looks for ways to build and/or improve relationships with HMS business units and other IT units
Manages assigned projects ensuring they are completed on time and within budget
Assists with monthly reporting and dashboards for all assigned teams
Keeps abreast of all industry standards and trends as it relates to management of the assigned team
Responsible for people management functions such as recruiting, performance management, timekeeping, work schedules and employee relations issues
Trains and mentors team
Ensures proper documentation of team processes and procedures
Exceptional ability to analyze information and use logic and process to address work-related issues and problems
Exceptional ability to communicate IT technology into business terms with customers at all levels
Experience working with a ticketing system such as ServiceNow or Remedy
Ability to work independently to meet objectives
Exceptional mentoring/training skills
5+ yrs of helpdesk experience
2 + yrS experience in a leadership role acting as an escalation point, assigning duties and managing the completion of projects
Proficiency with setup and installation of Windows OS and Microsoft Office applications required
Experience working in an environment that supports Citrix, O365 and VPN technologies preferred

Related Job Titles

Application Support Manager Resume Samples

An Application Support Manager takes responsibility for managing the resolution of application and system issues that arise across the business. A well-drafted Application Support Manager Resume indicates the following duties and responsibilities – possessing knowledge of operating systems, devices, applications, and software; providing technical support to teams within the company, assisting with systems integrations, managing ticketed query system, and ensuring a comprehensive database of queries and resolutions is kept up to date, maintaining ticket query systems and ensuring comprehensive database of queries and resolutions, managing coordination at a local and international level, and preparing maintenance plans and upgrading schedules for the systems.

Those seeking this job role must mention on the resume the following skills and abilities – business skills, and technical IT knowledge, the ability to manage multiple high-level tasks under pressure, exceptional verbal and written communication skills, listening ability and patience, and customer service skills. Successful resumes denote a degree in a relevant field and plenty of work experience.

Resume Samples
Application Support Manager

Application Support Manager Resume

Objective : Highly qualified Application Support Manager with experience in the industry. Enjoy creative problem solving and getting exposure on multiple projects, and I would excel in the collaborative environment on which your company prides itself.

Skills : Unix Administration, Linux.

Application Support Manager Resume Sample

Description :

Managed on/offshore teams of 2 supervisors and 15 employees/consultants.
Supported and developed of all international bulk file and user initiated legacy payment applications accessed through eTreasury Portals.
Responsible for the coaching, reviews, hiring and terminations of staff.
Initiatives Served as the application's primary technical point of contact, facilitating and coordinating customer requirements, integration efforts, and other actions as required.
Planned/managed changes and other deployment activities following change management processes.
Partnered in product acceptance and operational/performance readiness testing.
Provided input and vote on production go/no go decisions.

Summary : A customer focused, results-oriented Application Support Manager professional with over 15 years of experience ranging from team management, application support, application development, and project management. Effective Team building and leadership skills while working with fellow management and stakeholders to accomplish shared goals.

Skills : Project Management, Business Intelligence, SQL, Reporting.

Assisted project management with schedule preparation, including logic and resource/budget allocation, and provide updates as required.
Provided training, mentoring, coaching, and leadership for personnel.
Reviewed and signed-off time cards.
Managed receiving and inventory process.
Oversaw AISC documentation & non-conformance controls.
Recognized, set up, and operated hand and power tools common to the welding trade, including but not limited to GMAW, FCAW, TIG, grinders, drills, pneumatic tools, plasma torches, and oxyacetylene torches.
Managed project shipping of fabricated products.

Headline : Responsible for Creating and deploying feedback mechanisms for end-users, Analyzing results, making recommendations for support process improvement, and implement changes.

Skills : SAS, Microsoft Office, TFS, Cognos, SQL, Databases - Oracle, DB2, Teradata, Netezza, SQL Server.

Developed and maintained portfolio of IT Service Management policies and operating procedures.
Established appropriate control objectives that align to the risk tolerance of the organization.
Translated strategy into efficient and effective goals and operating plans.
Facilitated committee and creation of overall SLA driven IT Service Delivery CoE strategies to establish the IT Service Delivery platform.
Recommended SLAs to internal stakeholders, solicit approval, and adhere to approved SLAs on all components of service delivery.
Operational Performance Worked with the Directors and Managers of IT and on establishing processes and policies to build a high-performing organization.
Implemented CoE governance structure in partnership with IT Business partners and IT delivery teams including dashboards, standards and metrics.

Objective : Innovative Application Support Manager Professional experienced in Business and Information Technology systems and support. Proven management and analytical skills. Possess Technical acumen able to quickly learn on- the job necessary processes and procedures. High level of interpersonal skill to communicate closely both verbally and written with technical and nontechnical environments as well as a client base. Combine strong analytical skills with business wisdom, to positively contribute to organizations mission.

Skills : Microsoft Office, Windows XP.

Application Support Manager Resume Model

Provided Application and System Production support for end-users.
Owned and facilitated the resolution of application-related trouble tickets (Remedy) and more complex short and long term production application issues.
Provided Customer Service/Technical Support on front-end and back-end issues ensuring procedures and policies are adhered to at all times.
Ability to troubleshoot/identify root cause problem and cooperates and develops working relationships with development groups as well as internal support personnel within System Administration, Database Administration, and LAN/WAN support groups to resolve problems and assist with Product Development issues.
Responsible for the assembling and organizing, of the institutional knowledge base for Blackboard Course Cartridge Administration.
Provided development, implementing the application of theoretical and practical knowledge.
Created whitepapers and technical best practice documents in conjunction with the product management team on existing and new products.

Objective : Strong understanding of Software V V including SQA, Technical Reviews, Manual/Automatic Testing Military leader with strong communication, analytical, and problem-solving skills received secret clearance. High-level computer skills, knowledge, experience Versatile in an agile, waterfall, and spiral development method 4-year aviation technology includes radar jammers, high frequency, dos.

Skills : Graphic Design, MS Office, UNIX, Communications And Presentations, Process Design And Documentation, Technical Documentation, Project Management, PMO, Identity And Branding.

Application Support Manager Resume Format

Successfully managed the PCI and SAS70 audit projects, obtaining both credentials for the first time in CBCS history.
Participated in enterprise-wide Change, Incident, and Problem Management process; adapted the process for use with a local office.
Designed and Implemented Help Desk Manager.
Increasing user self-service, distribution of work, communication, and adherence to rules; the help desk request-for-service (RFS) and incident management tool has been instrumental in improving all aspects of the department's deliverables.
Designed an easy-to-use Project Management Kit to support the use of proper Project Management methodologies.
Implemented data retention and database maintenance standards to increase system performance and usability; developed and implemented documentation and development policies.
Managed a group of Business Analysts and File Processors in an Application Support environment, developed Request Management solutions; with a specific focus on communication, documentation, and peer-review concepts.

Summary : Highly motivated leader with over 10 years of IT management experience, managing both technical and support teams in customer-facing environments, possessing proven managerial, interpersonal, communication, and customer service skills. A focused professional with strong problem-solving skills and the ability to adapt quickly to new environments and technologies.

Skills : Cobol, APS, DB2, CICS, QMF, MQ, HTML 5, CSS, JavaScript, PHP, AJAX, JQuery, JSON, MySQL, JAVA, Objective-C, C#, Windows Vista/7/8, Unix/Linux, MS Office, OSX, Adobe Master Suite, IOS, Android SDK.

Application Support Manager Resume Template

Responsible for managing a team, performing planning, resourcing, and execution as needed to provide end-to-end services for the Astea Alliance application which provides real-time tracking of cases, contract, and SLA management, and dynamic scheduling for field engineers.
Maintained effective relationships and open communication with the software vendors, working to resolve technical issues and identify and document requirements for application customizations.
Improved application availability to 99%+ from 90%, and maintained for 2 years.
Instituted internal change management and defect management tracking process resulting in identifying 10 defects pertaining to critical day-to-day functionality.
Successfully mitigated all defects by collaborating with business stakeholders and implementing necessary changes.
Improved automatic assignment rate of accounts in Alliance from 57% to 78% over 6 months exceeding established assignment rate goal of 75%, enabling the business to meet financial targets for profitability on those accounts.
Heavily involved in the delivery of new accounts into Alliance as well as customizations and enhancements for existing accounts.

Headline : To attain an Application Support Manager position where I can use my experience in application development, system engineering, as well as my skills and knowledge of business concepts developed at Penn State, in order to help solve problems and meet goals efficiently.

Skills : Technology, Management Skills, Multitasking.

Defined technology strategy for the enterprise finance solution by researching existing supporting applications and interfaces, requirement gathering with business owners, conducting technology review sessions with vendors, working with the internal Enterprise Architecture group, and communicating plans to Senior Management.
Assisted project managers with technical leadership with CMMI project methodology, SOW's, development of project plans, requirements, design, estimation, and developer management.
Negotiated with vendors on maintenance renewals, new functional modules, and tools.
Responsible for guaranteeing uptime for a million transactional nightly batch cycle interfacing with all 50 JM companies.
Created and implemented architectural plans for simplifying existing solutions thus lowering support, maintenance, and hardware costs.
Successfully implemented a $3 million project to upgrade the Lawson ERP environment to version 9.0.
Entailed new IBM AIX hardware to support the upgraded version and IBM DB2 requirements.

Headline : Application Support Manager Professional with strong Sales & Marketing skills and extensive Project Management background, primarily in the power generation industry. Excels at healthy, constructive relationships with the right people to achieve the established goals - both in sales and project environments. Broad technical knowledge, with a history of implementing new technologies.

Skills : Sales Support, Business Development, Strategy Development, Solution Selling, Project Management, Training.

Supported person for US sales, also supported Brazil and India.
Delivered presentations and product demos, developed solutions to customer needs and prepared proposals.
Led team to perform the company's first FEED study for a large power plant.
Developed detailed scope, schedule, and cost to get customer buy-in and secure a $3 million project on a sole-source basis.
Engaged outside vendors for field equipment and installation estimates.
Developed laptop-based software demo featuring a combined cycle power plant, enabling the demonstration of DCS features and benefits.
Engaged key technical resources and acted as the customer to ensure high quality, realistic demo.
Handled various projects and other duties, as assigned, to meet business needs.

Headline : Responsible for Supervising a team in addressing incoming tickets from end users to resolve application and software issues within servers, databases, and other mission-critical systems; providing application support for escalated and complex issues.

Skills : Planning Skills, Managing Skills, Communication Skills.

Transitioned the documented business requirements into an actionable document by gaining approval from the business/user group so as to facilitate the development of accurate functional specifications.
Recommended and/or performs appropriate business user training, workshops, and documentation.
Recommended SLAs to internal stakeholders, solicit approval and adhere to approved SLAs on all components of service delivery.
Focused on service delivery for information technology systems to ensure that all services are properly planned out and delivered as expected.
Implemented and revised the ITSM (ITIL) model for service operation Oversees the creations of reportable metrics that are used to validate SLAs.
Collaborated with colleagues in Brazil to develop solution for chronic boiler control problem at large refinery.
Managed multiple projects in shop to create schedules.

Summary : Responsible for managing a team to install and upgrade software, install hardware, implementing file backups, and configure systems and applications, and also Determining needs and oversee preventative maintenance, including the installation of service packs, patches, hotfixes, anti-virus software, etc.

Skills : Supporting Skills, Managing Skills, Multitasking.

Managed 24/7 International Application Support Team to provide support for the Earth Networks environment consisting of over 400 servers in the Amazon EC2 Cloud Environment and a physical data center.
Updated and maintained the escalation and SLA documents that define the working relationship and processes between the support team, the system administration team, and the engineering organization.
Provided level 2 support for all issues escalated by the team, keeping internal customers and management informed of critical issues.
Managed and updated PRTG Monitoring system.
Worked with teams to ensure all appropriate monitors were set up to help protect the environment.
Tested, configured, and implemented a new Zendesk ticketing tool for company usage.
Created templates and macros to ensure that all vital information was captured.

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• Investigated and resolved more than 150 technical faults every month ensuring smooth conduct of business
• Coordinated with 5+ cross-functional teams to troubleshoot and resolve issues
• Managed software configurations post-implementation, improving system efficiency by 20%
• Implemented customer-specific enhancements, resulting in a 15% increase in customer satisfaction
• Automated 5+ routine tasks using Python, boosting team efficiency by 30%
• Resolved 100+ client queries bi-weekly, boosting client confidence in product
• Drafted user guide documents for 7+ new features to improve software accessibility
• Implemented 3+ large scale software solutions across different industries
• Conducted 15+ professional training sessions on SQL and Oracle
• Developed a user-friendly database management system, reducing data retrieval time by 25%

5 Application Support Specialist Resume Examples & Guide for 2024

When crafting your application support specialist resume, highlight your technical proficiency. Demonstrate a strong grasp of application troubleshooting and user support. In your resume, emphasize your experience with ticketing systems and customer service. Show that you can effectively communicate solutions to non-technical users.

All resume examples in this guide

Traditional

Resume Guide

Simple guide to your application support specialist resume format, writing your application support specialist resume experience, spotlighting your application support specialist hard and soft skills, choosing the right certifications and education for your application support specialist resume, deciding between a application support specialist resume summary or objective, extra sections to boost your application support specialist resume, key takeaways.

Application Support Specialist resume example

Application Support Specialists often struggle with effectively showcasing their diverse range of technical skills and troubleshooting experience in a concise manner on their resumes. Our guide can assist by providing targeted examples and templates that demonstrate how to clearly highlight these skills, making it easier for recruiters to understand your expertise and potential value to their organization.

Dive into this guide to learn how to craft a application support specialist resume that offers recruiters a clear view of your career journey:

Draw from our application support specialist resume samples, highlighting top skills, certifications, and more.
Illuminate the potential impact you can bring to an organization through your resume summary and experience.
Spotlight your unique application support specialist expertise, emphasizing tangible results and standout achievements.

Upload your resume

Drop your resume here or choose a file . PDF & DOCX only. Max 2MB file size.

functional skill-based resume format - that puts the main focus on your skills and accomplishments;
hybrid resume format - to get the best of both worlds with your application support specialist experience and skills.

Don't forget to include these six sections on your application support specialist resume:

A header for your contact details and a summary that highlight your alignment with the application support specialist job you're applying for
An experience section that explains how you apply your technical and personal skills to deliver successful results
A skills section that further highlights how your profile matches the job requirements
An education section that provides your academic background
An achievements' section that mentions any career highlights that may be impressive, or that you might have missed so far in other resume sections

What recruiters want to see on your resume:

Proven experience in troubleshooting and resolving application issues in a timely manner.
Strong understanding of software, hardware, and network infrastructure.
Demonstrated knowledge of the specific application/platform to be supported, along with relevant certifications if applicable.
Excellent customer service skills, including clear communication and problem-solving abilities.
Experience in handling incident management procedures and escalation processes.
Types of Resumes

Here are some quick tips on how to curate your application support specialist professional experience:

Always ensure that you quantify your achievements by implementing the Situation-Task-Action-Result framework;
When writing each experience bullet, make sure you're using active voice;
Stand out by including personal skills you've grown while at the job;
Be specific about your professional experience - it's not enough to say you have great communication skills, but rather explain what your communication track record led to?

Wondering how other professionals in the industry are presenting their job-winning experience? Check out how these application support specialist professionals put some of these best practices into action:

Collaborated with cross-functional teams to provide application support for various software solutions.
Resolved technical issues and inquiries from end-users, resulting in a 30% reduction in support tickets.
Assisted in the implementation of a new CRM system, ensuring smooth transition and training for employees.
Developed and conducted training sessions on application usage, empowering users to maximize productivity.
Participated in testing activities and provided feedback to development teams for continuous improvement.
Managed critical incidents and performed root cause analysis to identify and resolve application issues promptly.
Enhanced monitoring processes, resulting in a 20% decrease in system downtime.
Collaborated with developers to troubleshoot and debug complex code, ensuring optimal system performance.
Contributed to the creation of comprehensive knowledge base articles, improving self-service support options.
Coordinated with third-party vendors to escalate and resolve issues related to integrated systems.
Provided Tier 2 application support, assisting help desk personnel in troubleshooting advanced technical issues.
Implemented monitoring tools to proactively identify system anomalies, reducing response time by 25%.
Led the migration of legacy applications to a cloud-based platform, resulting in improved scalability and cost-efficiency.
Collaborated with developers to deploy application updates and patches, ensuring version control and stability.
Developed and maintained comprehensive documentation on application configurations and processes.
Assisted in the setup and configuration of new software applications for internal use.
Investigated and resolved user-reported issues, providing timely and effective solutions.
Conducted user acceptance testing for software enhancements and updates.
Provided end-user training on core applications, improving overall system adoption.
Contributed to the development and improvement of support policies and procedures.
Collaborate closely with development teams to troubleshoot and resolve complex application issues.
Implement proactive monitoring and alerting systems, reducing downtime by 15%.
Lead the configuration and customization of CRM systems to meet specific business requirements.
Provide training and ongoing support to end-users, resulting in increased user satisfaction.
Contribute to the development and execution of project plans for system upgrades and enhancements.
Managed a team of application support specialists, ensuring SLAs were met with high customer satisfaction.
Designed and implemented an incident management process, reducing average resolution time by 20%.
Collaborated with cross-functional teams to define and document standard operating procedures.
Developed and delivered training programs for new hires, improving onboarding efficiency.
Led the implementation of a knowledge management system, enabling self-service support for end-users.
Provided application support for a diverse range of software products and systems.
Identified and resolved complex technical issues, ensuring minimal impact on business operations.
Collaborated with development teams to prioritize and implement bug fixes and enhancements.
Assisted in the design and execution of user acceptance testing for system upgrades.
Developed and maintained documentation on application configurations and troubleshooting procedures.
Managed incident and service request queues, ensuring timely resolution within SLA targets.
Investigated and diagnosed recurring application issues, implementing preventive measures.
Coordinated with vendors to resolve software defects, tracking progress and ensuring timely resolutions.
Developed and delivered training sessions on new features and functionality to end-users.
Participated in the evaluation and selection of new applications and tools to enhance support capabilities.
Provided technical support for enterprise-level applications, assisting end-users with issue resolution.
Implemented proactive monitoring systems, resulting in a 25% decrease in critical system failures.
Collaborated with development teams to test and deploy software updates and enhancements.
Developed and maintained application-specific troubleshooting guides for the support team.
Assisted in the development of custom reports and data queries for business analysis purposes.
Provided front-line technical support for applications, resolving issues and escalating complex cases.
Assisted in the creation and maintenance of knowledge base articles and user guides.
Participated in testing activities for new software releases and patches.
Collaborated with developers to reproduce and debug customer-reported issues.
Conducted remote sessions to guide end-users through application installations and configurations.

Quantifying impact on your resume

Include specific numbers on how many applications or systems you maintained or supported, indicating your capacity to handle multiple tasks.
Highlight any measurable improvements in system performance or uptime due to your support, showcasing your problem-solving skills.
List the number of users or clients you provided support for, demonstrating your customer service capabilities.
Quantify the number of support tickets or issues resolved per day or week, showing your efficiency and effectiveness.
Note any specific instances where you reduced response time to support requests, evidencing your time management skills.
Mention the percentage decrease in recurring issues due to your preventative measures or solutions, highlighting your ability to provide long-term fixes.
Specify the number of new procedures or best practices you implemented, showcasing your initiative and innovation.
Report any quantifiable training or mentoring performed, such as the number of new team members trained, reflecting your leadership potential.

Navigating the resume landscape without experience

It's not uncommon for candidates lacking direct experience to secure entry-level positions. Their resumes often share these characteristics:

They opt for a functional or skill-based format, emphasizing strengths over chronological work history.
Transferrable skills, gleaned from diverse life and work experiences, take center stage.
The objective section melds career highlights, the motivation behind the application, and the unique value proposition for the role.
Skills are tailored to meet basic job prerequisites while also spotlighting any specialized expertise.
Resume Buzzwords
Resume Action Verbs

Use the SOAR (Situation - Action - Results) method for each of your application support specialist experience bullets. Reflect on specific challenges you've addressed, the actions you took, and the outcomes. This approach also preps you for potential interview questions.

Hard skills denote your technological proficiency and expertise in specific tools or software. These skills are often validated through certifications and hands-on experience.

Soft skills , on the other hand, reflect your interpersonal abilities and how you navigate workplace dynamics. These skills are cultivated over a lifetime and can be more nuanced.

Why the emphasis on both? Hard skills demonstrate your technical competence and reduce training needs. Soft skills suggest adaptability and cultural fit.

To optimize your skills section:

Forego basic skills like "Excel" in favor of more specific proficiencies like "Excel Macros".
Highlight core values and work ethics as soft skills, indicating what you prioritize in a professional setting.
If relevant, create a distinct section for language proficiencies.
Balance hard and soft skills by crafting a strengths or achievements section, illustrating outcomes achieved through both skill sets.

To assist you, we've curated a list of skills highly sought after by recruiters. Ensure you integrate those that resonate with your expertise and the prospective employer's needs:

Top skills for your application support specialist resume

Application Troubleshooting

Software Installation and Configuration

Technical Support

Coding/Programming (e.g., Python, Java)

Database Management (e.g., SQL)

System Administration

Knowledge of Operating Systems (e.g., Windows, Linux)

ITIL Framework Understanding

Network Management

Cybersecurity Basics

Communication Skills

Problem-solving Abilities

Customer Service Orientation

Time Management

Attention to Detail

Adaptability

Analytical Skills

Self-motivation

If the job emphasizes team or organizational culture, dedicate a section of your resume to underscore your strengths and achievements. Top-tier application support specialist candidates also highlight their alignment with a company's values and culture.

Your education section can highlight skills and experiences perfect for the job.

List college or university degrees with the school name and dates.
If you're still studying, mention your expected graduation date.
Think twice before adding unrelated degrees. Space on your resume is precious.
Discuss educational achievements if they boost your job relevance.

There are many certifications out there. Which ones should you include?

List your main degree in a separate section with the school name and dates.
Only add certifications that highlight your skills and experience.
Place unique or recent certifications near the top.
Add a brief description to certifications if it helps show your skills.

Remember, it's not about quantity but relevance.

Best certifications to list on your resume

Microsoft Certified: Azure Administrator Associate (MCAAA) - Microsoft
ITIL Foundation Certificate in IT Service Management (ITIL) - AXELOS
AWS Certified SysOps Administrator – Associate (ACSOAA) - Amazon Web Services
CompTIA A+ Certification - CompTIA
Certified Information Systems Security Professional (CISSP) - (ISC)²
Cisco Certified Network Associate (CCNA) - Cisco
Professional Scrum Master I (PSM I) - Scrum.org

If you have plenty of certifications, prioritize the most relevant and industry-recognized ones. Arrange them based on their relevance to the job at hand.

Major Minor on Resume
Incomplete Degree on Resume

While some argue the resume summary or objective is outdated, these sections can effectively:

Integrate pivotal application support specialist keywords.
Showcase your achievements.
Clarify your motivation for applying.

The distinction lies in their focus:

A resume objective emphasizes your career aspirations.
A resume summary spotlights your career milestones.

Opt for a summary if you have a rich experience you wish to highlight immediately. Conversely, an objective can be ideal for those wanting to underscore their aspirations and soft skills.

For inspiration, we've curated samples from industry professionals to guide your resume summary or objective crafting:

Resume summary and objective examples for a application support specialist resume

Result-driven Application Support Specialist with a strong technical background and over 10 years' experience in the IT industry. Expertise includes troubleshooting, SQL, Java, and Agile project management. Recognized for streamlining processes to improve productivity by 20% at XYZ Corporation.

Detail-oriented professional with 15+ years of experience as an IT consultant, seeking to leverage my expertise in systems analysis, debugging, and problem-solving in the capacity of an Application Support Specialist. Proven record of improving system performance and efficiency at ABC Enterprises.

Certified public accountant with more than 8 years of experience managing financial systems, looking to transition to application support. Proficient in SQL, Python, and cloud applications, with a demonstrated ability to learn new technologies rapidly. Successfully implemented a major software upgrade for my previous employer.

A mechanical engineer with a passion for technology, aiming to pivot into application support. Holds a certificate in IT Support from XYZ University and has hands-on experience with Java, C++, and SQL. Previously developed an automated testing system that increased operational efficiency by 15%.

Eager computer science graduate seeking to apply theoretical knowledge and internship experience in real-world settings as an Application Support Specialist. Looking forward to contributing to enhancing system functionality and end-user satisfaction at a fast-paced tech-driven organization.

Motivated Information Technology student with a focus on software development, hoping to start a career as an Application Support Specialist. Enthusiastic about using my problem-solving skills and understanding of C#, Java, and cloud computing to ensure smooth software operations and user satisfaction.

Add more sections to show off your unique skills and personality.

Projects - Include any impressive ones you've done outside of work.
Awards - Show off any industry recognition.
Volunteering - Share causes you care about and skills you've gained.
Personality - Hobbies or favorite books can give a glimpse into who you are.
Pay special attention to the tiny details that make up your application support specialist resume formatting: the more tailored your application to the role is, the better your chances at success would be;
Select the sections you include (summary or objective, etc.) and formatting (reverse-chronological, hybrid, etc.) based on your experience level;
Select experience items and, consequently, achievements that showcase you in the best light and are relevant to the job;
Your profile will be assessed both based on your technical capabilities and personality skills - curate those through your resume;
Certifications and education showcase your dedication to the particular industry.

Looking to build your own Application Support Specialist resume?

Resume Examples

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Application Support Resume Sample

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Work Experience

Bachelors in Business Adminstration and Information Technology, or equivalent MBA
Building, supporting and managing large enterprise systems for external clients
Hands-on experience delivering large business and/or infrastructure projects to clients at sell-side and buy-side institutions
Experience in a Product Management roll, specifically writing specs and designing new features and influencing the prioritization process
DEVELOP SELF AND OTHERS: Develop self and support others’ development to achieve full potential
Manage all human
Experience in IT management positions
Working within Linux environments and with SQL databases (Sybase/DB2/Oracle); able to quickly and intelligently search log files and compose SQL queries
Citi's Institutional Clients Group builds enduring relationships with clients by providing a full suite of strategic advisory and financing products to multinational and local corporations, financial and public sector institutions, governments, privately held businesses, and many of the world's most successful and influential individuals and families in more than 160 countries and jurisdictions
Provide consulting support on cross-organizational processes and systems issues
Provide continuous feedback to business partners regarding the priorities and status of support work being performed within specified areas of the IT organization
Guide business partners to improve their processes
Produce the monthly Oracle, BI, cloud and custom application production support reporting metrics essential for analysis and improvement of the support process
Document the system functions and processes for IT groups and selected items for internal customers
Manage and guide testing of business applications using appropriate methodologies and tools to improve quality, flexibility, and efficiency
Own the support documentation library
Drive production support best practices globally for Oracle EBS,BI, cloud and custom application
ICG Technology supports the application development and production support needs of ICG, including: Citi Markets, Citi Transaction Services, Alternative Investment and Citi Private Bank
Coordinate work efforts and troubleshooting with Business Analysts, Database Analysts and Developers, and other IT teams
Proactively identify issues with timelines of high-priority tickets resolution
Coordinate with internal customers and provide prompt management escalation with My Oracle Support, Microsoft, or other third-party support vendors
Own and drive production support for Oracle EBS, cloud, BI and custom application service level agreements globally
Organize and lead regular meetings with both support teams and IT management around the globe, reviewing support load, agreeing on priorities, providing guidance on the support process, and identifying opportunities
Support the configuration of new large- and medium-sized projects, including new country rollouts, at the user acceptance testing and production stages of the projects
Ensure that the Support team meets rigid project deadlines with error-free deliverables, working collaboratively with Project Management, Business Analysts and Development teams
Provide strategic, forward-looking vision by suggesting alternative solutions, that are applicable globally, when designing support strategies and identifying operational inefficiencies, conflicting business practices and integration issues

Professional Skills

Proven track record in driving and supporting large scale organizational development programs. Including strong project management and team management skills
Experience in Linux/Unix and Windows Server Operating Systems Strong troubleshooting skills with Unix and Windows platform
BOSS, Java, application administration Additional skills needed: Application troubleshooting skills, database familiarity
Excellent written and oral communication skills, including the ability to communicate effectively with all levels of management
Strong troubleshooting and problem-solving skills in the following areas
Proven customer service and problem solving skills, providing remote support services, with the ability to multi-task
Strong Sybase, Oracle PL/SQL coding / debugging skills

How to write Application Support Resume

Application Support role is responsible for technical, business, interpersonal, troubleshooting, analytical, sql, application, development, scripting, software. To write great resume for application support job, your resume must include:

Your contact information
Work experience
Skill listing

Contact Information For Application Support Resume

The section contact information is important in your application support resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

First and last name
Telephone number

Work Experience in Your Application Support Resume

The section work experience is an essential part of your application support resume. It’s the one thing the recruiter really cares about and pays the most attention to. This section, however, is not just a list of your previous application support responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular application support position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative Application Support resume experience can include:

Strong oral and written communication skills. Demonstrate ability to speak English fluently and clearly
Strong Sybase, PL/SQL coding / debugging skills
Proven programming, technical and problem solving skills
Excellent interpersonal, communication, problem solving, and project planning skills
Prior experience of working in L2/L3 Support and understanding of ITIL, Incident, Problem and Change management is good to have
Excellent team leadership skills with the ability to drive, manage, motivate and developing a high performing team

Education on an Application Support Resume

Make sure to make education a priority on your application support resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your application support experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

School you graduated from
Major/ minor
Year of graduation
Location of school

These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in Application Support Resume

When listing skills on your application support resume, remember always to be honest about your level of ability. Include the Skills section after experience.

Present the most important skills in your resume, there's a list of typical application support skills:

Strong written and verbal communication skills. Ability to converse effectively using the English Language
Excellent customer service skills (ability to build rapport, demonstrate empathy, and outline key steps in delivering good customer service)
Experience with CTRL-M/Autosys/CA Unicenter scheduler Good Analytical and problem solving skills
Demonstrates powerful negotiation, resolution and communication skills with a strong focus on delivery
Mainframe skills (for example- JCL, RACF) . J2EE skills (for example - Java, Websphere)
Demonstrate strong analytical and project management skills

List of Typical Experience For an Application Support Resume

Experience for senior application support resume.

Excellent oral and written communication skills. Ability to effectively communicate and present to various stake holders
Basic T-SQL skills and Excel skills
Excellent interpersonal and communication skills to interact confidently and credibly with business users and stakeholders as part of support and escalations
Effective communication skills on both technical and business levels
Strong troubleshooting skills to investigate outages/incidents
Effectively use all support tools available and demonstrates knowledge of available resources
Strong team player, flexible and be able to manage time effectively
Self-motivated and directed, with ability to organize, prioritize, and execute tasks effectively

Experience For Application Support Intermediate Analyst Resume

Strong database skills with DB2 and/or Sybase
Strong database skills with DB2 and/or Sybase and/or Hadoop
Excellent analytical, problem-solving, negotiation, written and verbal communication, knowledge management, skills
Effective communication skills to different audiences
Programming skills (programming PL/SQL advantage )
Understanding of relational databases, SQL skills
Scripting skills e.g. perl, cgi, ksh, python
Use engineering and automation skills to improve the level of auto-healing, recovery and self-service capabilities of the platform

Experience For IT Application Support Resume

Demonstrated experience in communicating and managing support and development activities
Good knowledge/experience in articulating and handling performance issues typically seen in very large databases
Skilled and experienced in system monitoring techniques
ITIL v3 Foundation certified. Good experience working within an ITIL Environment
Applications support experience, experience in one or more of the following technologies
Prior experience in supporting Java based Cloud applications
Good experience in java development or code debugging

Experience For Director, Application Support Resume

Good working experience in problem and incident management
Strong database and ETL tool experience to analyze data , create optimizations, identify better monitoring to prevent database outages
Technical skills which include – Java, SQL, Oracle, Unix/Linux Shell Scripting
Capable of effectively handling incidents for critical systems in a fast-paced environment within tight time constraints and resource dependencies
Effectively transition backlog and work in progress to the oncoming shift across multiple locations
L2 Debugging skills
Solid understanding of our senior organization and context to priorities outside Group Technology
Detail-oriented and is able to multi-task effectively in a fast- paced working environment

Experience For Production Application Support Resume

Problem Solving: The ability to identify and resolve problems quickly and effectively
Prior experience providing technical customer support (application/technical support engineer role)
Escalate effectively and communicate in a timely manner to provide progress updates on issues and tasks
In depth knowledge of how IT services can be delivered most effectively and able to use this knowledge to meet organization’s goals
Installation, Configuration, Application Deployment and Troubleshooting skills
Proven experience in incident and problem management
One to Two years of strong experience in Autosys and/or Control-M
Expert level knowledge in issue/ conflict resolution and escalation skills

Experience For Application Support Group Resume

Effectively provide updates on the issues
Strong experience with SQL Database, Enterprise Manager, SQL Query Analyzer
Good understanding of Network and OSI model along with proven ability to troubleshoot application issues and related network connectivity
Technical Skills in Unix, Scripting, DB2, SQL Database
Good level of experience of IT software support (essential)
Prior Mainframe RACF experience and/or RACF Certified
Overall 5+ years of experience is experience working in Data Warehouse Technologies?

Experience For Level Application Support Resume

A proven change agent with experience of supporting complex change initiatives impacting organizational culture and working practices
Strong experience in scripting language (Shell scripting, Python, Perl, etc., )
Use your technical skills to investigate system flows and complex system issues affecting the trading plant
Experience in supporting a multi-server application system with at least 4 years of experience working on Window and Linux based applications
Good thinking and problem solving skill, the ability to deal with ambiguity
Prior experience supporting reference data and middleware architecture
Good to have reporting experience (Business Objects, Actuate)

Experience For Application Support Project Leader Resume

Proven experience in change management, including consistent improvement of change success metrics
Previous experience of Application Support, trader facing role would be good to have
Software development skills with C++, Java, shell scripting on UNIX/Linux platforms and Informix/Oracle
Experience working with software systems and development experience in ASP.Net and C#
Solid experience with one or more of python, perl and Shell scripting
Expert skills in Microsoft standard desktop applications including Word, Excel, PowerPoint, Exchange, Visio, Project
Strong Microsoft SQL experience
Prior experience working with Agile development shops and use of Agile tools and techniques such as KANBAN and SCRUM
Prior experience working with Business analytics production activities

Experience For Application Support Director Resume

Good to have experience with Autosys
Follow instructions carefully and manage deliverables effectively
Proven experience in applications or infrastructure development
Strong hands-on technical experience
Strong SQL databases experience such as Sybase, DB2, Oracle); able to search log files and compose SQL queries
Intermediate computer and Microsoft Office skills (Word, Outlook, Excel, Internet) are required
Communication skills to Collaboration well with Customers, team members, and other stake holders
Strong technical knowledge and hands-on experience in COBOL, CICS, JCL, SQL, DB2, VSAM
High level of analytic and problem solving skills

Experience For Front Office Application Support Resume

Effectively document requirements for code
Proven experience of data analysis in an enterprise environment
SQL skills would be useful
Relevant Experience in IT background with practical experience in L2 level Application Support
Proven experience as Application Support
Good experience of interface with users

List of Typical Skills For an Application Support Resume

Skills for senior application support resume.

Good understanding of operating systems (UNIX, PC) and intermediate system administration skills
Network diagnostic skills and experience with networks and realtime messaging technologies (multicast, TCP/IP, UDP, SNMP)
Network diagnostic skills and experience with networks and real time messaging technologies (multicast, TCP/IP, UDP, SNMP)
Excellent influencing, negotiation and facilitation skills
Excellent troubleshooting skills and the ability to intelligently sort out an issue is required
Excellent communication, speech drafting and grammatical skills

Skills For Application Support Intermediate Analyst Resume

Excellent technical skills (MDM, WAS, Java, Oracle, Unix shell scripting)
Strong learning skills to adapt new technology quickly and lead support function for the same
Excellent Informatica and Abinitio skills
Responsible for ensuring workload is properly distributed among team members based on their skills and experience
Strong Sybase T-SQL or Oracle PL/SQL skills
With excellent communication and interpersonal skills with a professional ownership of issues

Skills For IT Application Support Resume

Strong SQL skills with Sybase and/or Db2
Strong monitoring and escalation skills
Excellent communication and presentation skills. Expertise in incident and problem management procedures
Strong technical skills in AS/400 – RPG/400, CL/400, DB2/400 , RPGLE , CLLE and Embedded SQL
Strong SQL skills with SQL Server and/or Sybase
Strong interpersonal communication skills, including written, email

Skills For Director, Application Support Resume

Strong problem solving and program execution skills while maintaining a process orientated focus
Very good problem solving skills and a quick learner
Strong troubleshooting and resolution skills
Prior experience with entitlement processing experience and/or RACFcertified
Good Outage management skills, with ability to multi-task
Exercise excellent communication skills for communicating solutions between clients, Product managers and QA/Development staff
Excellent written and spoken in English skills

Skills For Production Application Support Resume

Excellent communication skills - oral and written. Ability to communicate with both business and technical audiences
Evidence of strong experience of IT software support/ development
Good technical skills (Hadoop application support and its ecosystem)
Good technical skills (IBM MDM, WAS, Java, Oracle)
Excellent analytical skills and an ability to solve issues to troubleshoot and debug the live issues / incidents /problem

Skills For Application Support Group Resume

Work under high-pressure situations and effectively prioritize in a highly dynamic work environment
Good Communication skill, Onsite experience
Evidence of strong experience of IT software support (Java)
Good technical skills in REST API, Core Java, Red Hat Open shift & Mongo Db
Solid customer service, people management and interpersonal skills
Strong infrastructure tool skills – e.g .Wily, Puty, Splunk, App Dynamics
Highly motivated, self starter with excellent communication and interpersonal skills and a professional ownership of issues
Strong DB/RDBMS SQL skills , ideally with Sybase

Skills For Level Application Support Resume

Strong communication, presentation and people management skills
Excellent communication skills with all levels of staff within the organization and customer
Excellent communication / presentation skills with ability to influence senior Technology management and motivate stakeholders/teams
Strong SQL skills with Sybase
Excellent communication skills in both Spanish and English (oral and written)
Good written and oral communication skills, including the ability to present facts and opinions in a logical and concise manner
Able to effectively manage many competing priorities and delight our customers
Excellent communication, verbal & written skills
Excellent written and oral communication skills in English/Mandarin

Skills For Application Support Project Leader Resume

Demonstrate listening and questioning skills to uncover all aspects of problems (for complete resolution and customer satisfaction)
Hands on experience in RPA Tools (Automation Anywhere & Work Fusion) and RPA Process error debugging skills
Strong troubleshooting and critical analytical skills with the capability to assess the
Good shell-scripting skills
Self motivated individual who communicates and has strong analytical and problem solving skills with attention to detail

Skills For Application Support Director Resume

Solid analytical and critical problem solving skills
Manage resources and budget effectively to deliver to competing priorities
Strong customer management skills, able to make and meet expectations
Strong verbal and written communication skills and sense of urgency,
Excellent problem solving skills, ability to quickly broker solutions and resolve incidents and perform appropriate root cause analysis
Good communications skills and the ability to work well with people with diverse culture background

Skills For Front Office Application Support Resume

(20%) Excellent spoken and written English communication skills
Strong oral & written communication skills with an ability to transfer knowledge both verbally and written
Strong scripting skills in Shell, Ruby, Python, PowerShell or batch
Experience working effectively with a global team in a virtual environment
Database experience – Oracle/MSSQL skills
Proven technical capabilities, analytical skills and application knowledge
Strong Excel skills: specifically the ability to create pivot tables
Strong communication skills are desired

List of Typical Responsibilities For an Application Support Resume

Responsibilities for senior application support resume.

(20%) Strong scripting skills, like Perl, Python, or UNIX shell
Evidence of strong experience in Cobol, CICS, DB2, IMS DB / DC
Fundamental query skills to data fetching, mapping & analysis in SQL
Proven experience with all aspects of programming and maintenance for AB PLC5 and ControlLogix PLCs, including Structured Text and Motion Control
(20%) Strong troubleshooting experience in application technologies (Java, .NET, C++)
Effectively managing time, resources and budget
Strong understanding of IT Service Management (ITSM) experience (Service Design, Service Operations, etc.)

Responsibilities For Application Support Intermediate Analyst Resume

Strong experience with application and performance management monitoring tools such as Splunk, AppDynamics, Gomez, HP BSM, etc
Mandatory experience of using infrastructure as code – experience with CHEF is essential
Experience in an application support capacity with a strong bent for automating the operational aspects of a platform
Superior business relationship management skills
Data Transfer Management Skills
Solid experiences in MS SQL server and web based development such as .Net, ASP.Net, C#, JavaScript and development tools of Visual Studio
(40%) Strong SQL databases experience such as Sybase, DB2, Oracle); able to search log files and compose SQL queries
Proficiency with Linux Strong SQL databases experience such as Sybase, DB2, Oracle, able to search log files and compose SQL queries

Responsibilities For IT Application Support Resume

This role requires Problem Record/Incident Management skill and effective liaison with BTB peers & clients
Able to learn new skills, and adapt to different situations and rapid change
Market Data Content Knowledge to effectively respond, investigate and follow requests, issues from end-users
Good communication Skill to manage team members and stake holders
Experience in at least one of the above mentioned technologies coupled with experience in system support (UNIX or Windows)
Effectively manage onshore and offshore ASG teams to address critical issues in a timely manner
Prior Informatica/MDM experience

Responsibilities For Director, Application Support Resume

Understanding customer needs and priorities to providing quality services. Using creative problem solving and successfully executing tasks
Taking personal responsibility for identifying client needs while providing a high value experience
Working level experience of SQL Server, MQ/Messaging protocols, Linux, Java-based applications
Managing and/or influencing infrastructure services to ensure application service uptime and user experience
Scripting Experience using Python (Perl would suffice)
Working Knowledge of SQL, UNIX and working experience in IT sector as a Developer or Support Profile
Programming languages: Strong Python and Java expertise
Understanding and experience in IPC (Incident, Problem, Change)

Responsibilities For Production Application Support Resume

Programming experience with Java and C++
Scripting experience (PowerShell, Perl, automation scripts)
Working directly with clients to assess, research, prioritize, and resolve production environment issues or defects with their TSYS products
An excellent understanding of monitoring and automation such as- unix scripting bash, ksh, perl, python, windows scripting batch, power shell, perl, python
Experience of leading, managing and coaching a high performing application support team in a 24x7 environment
Strong customer focus – meeting and exceeding expectations, resolving issues and developing solutions

Responsibilities For Application Support Group Resume

Excellent understanding of SQL database and query best practices including triggers, stored procedures and reporting using SSR
Experience designing, developing, and supporting applications on SQL, Oracle DB, using 2 or more development languages or tools
Good understanding of all aspects of Trading including
Experience with reporting solutions including Enterprise Data Warehouse (EDW) and reporting tools (i.e. BOBJ, Cognos, Tableau)
Experience supporting FX and Fixed Income trading and ability to interact directly with trading desk
Experience supporting Equities trading and ability to interact directly with trading desk

Responsibilities For Level Application Support Resume

Knowledge on Shell scripting added advantage .Good at troubleshooting and debugging the any live issues / incidents /problem
Coding experience in at least two of the following: Perl, Shell scripting, VB, etc
Experience planning, facilitating and delivering presentations
Experience with MS SQL 2012+ specifically doing scripting and querying
Experience defining and managing SLA’s/Metrics in coordination with contractual and business needs
Good knowledge on Global Markets activities on Equity and Structured products including Pricing, Risk, and PnL Attribution
Experience in applications supporting and maintaining in international environment,
Experience implementing financial order management or trading applications is an asset
Working as a Tier 2 support analyst with experience in 1,000+ user environments with high call volume (they are currently getting 600 calls a week)

Responsibilities For Application Support Project Leader Resume

Experience adapting to change quickly, multi-tasking and work under tight deadlines
Experience with using an incident tracking system
Hands on and good understanding of Linux, scripting (Shell, Python and/or Perl) and database systems
Demonstrated strength in inspiring and engaging teams
Responsible for coaching and mentoring less experienced team mem
Experience managing and administering PBX phone systems such as Asterisk
Strong understanding of server, storage, MQ, and application technologies (Java, shell scripting)
Experienced in supporting multithreaded applications, alternate computing technologies (GPU, FPGA) and complex workflows is desirable

Responsibilities For Application Support Director Resume

Experience in scripting languages (preferably Unix scipting, Javascript, Perl)
Prioritize and manage release pipelines for complex implementations, ensuring proper communication during deployments
Seven+ years of strong experiencing in AIX/LINUX (Shell Scripting)
Experience in resolving incidents and investigating root causes
Good working knowledge of trading and risk management business concepts
Strong Understanding of UNIX Shell Scripting

Responsibilities For Front Office Application Support Resume

Experience managing full-lifecycle enterprise level applications is desired (QA -> Staging -> Production)
Experience in trouble shooting and supporting applications and the respective components
High detail orientation; experience in documenting and tracking the status of multiple things simultaneously
Experience supporting new business/business growth and creating new operational capacity
Experience working in a Cash Managment domain doing Production support
Experience with Shell scripting, Perl/scripting language and / or Java
Hands-on experience in Unix/Linux programming (shell scripting)
Good analytical, troubleshooting and problem solving competencies

Related to Application Support Resume Samples

Application support developer resume sample, application support manager resume sample, specialist, application support resume sample, center support resume sample, tech, tech support resume sample, expert support resume sample, resume builder.

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3 IT Production Support Manager Resume Examples for 2024

IT Production Support Manager Resume

Professional it production support manager resume, formal it production support manager resume.

IT Production Support Manager Resume Writing 101

Ensuring the stability, availability, and reliability of critical systems is the primary goal of your IT production support team. As its manager, your job is to make sure that goal is met.

To pull it off, it takes excellent cover letter writing and management skills plus technical and domain knowledge built up through years of experience. It’s a lot to fit onto a one-page resume when you’re applying for a new job.

Our IT production support manager resume examples can help you discover what to cut and what to highlight, so you end up with a professional resume that can land you interview after interview.

or download as PDF

It production support manager resume example with 8+ years experience

Related resume examples

Senior IT manager
IT application manager
IT program manager
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What Matters Most: Your IT Production Skills & Experience

As an IT production manager, your proficiency in handling IT systems and applications makes you an invaluable asset to your team. Quick query resolution and seamless backup support demonstrate your efficiency and expertise.

You possess in-depth knowledge of various IT software and applications, allowing you to stand out in the field. This commitment to continuous education and staying up to date with industry trends is something you should highlight in your resume.

You should also emphasize your effective teamwork and leadership skills , illustrating how you mentor and train new support specialists. Your expertise in ITIL practices and incident management are other good areas to mention.

9 best IT production support manager skills

Project Management
System Administration
Incident Management
Resource Management

Sample IT product support manager work experience bullet points

In your work experience section, take care not to fall into the classic resume trap of describing your daily responsibilities. As an experienced IT professional, you want to highlight your achievements and the impact you have on your team as an individual instead of describing your day-to-day.

Include examples of your proactive approach to problem-solving, such as successfully implementing new monitoring tools, conducting root cause analyses, and driving continuous improvement initiatives.

Demonstrate your commitment to customer satisfaction by showcasing feedback or survey results, and don’t forget to be specific about the numbers. Quantifiable metrics will help grab the attention of the recruiter and validate your claims.

Here’s how you can show off your achievements:

Utilized technical skills in Python and Java to support, build, and implement 16 technology solutions, improving operational efficiency by 35%
Oversaw a team of 15 IT production support specialists, using ServiceNow for incident management, achieving a 23% increase in first-call resolution rate and reducing average incident resolution time by 41%
Improved customer satisfaction by 25% through regular feedback surveys, utilizing analytics tools for actionable insights to enhance IT support services
Led a major incident response team during critical system outages, leveraging ITIL practices and incident management tools, achieving a 90% success rate in restoring services within defined recovery time objectives

Top 5 Tips for Your IT Production Support Manager Resume

Demonstrate your ability to resolve incidents by showcasing specific figures. This means things like the percentage of incidents you resolved with SLA using ITIL practices, average incident response time using ServiceNow, and reduction in critical incidents through effective handling.
Emphasize your ability to troubleshoot and resolve complex technical issues by providing examples of critical incidents you handled. Make sure to highlight the impact of your solutions on system stability and user experience.
Demonstrate your passion and commitment to your work by mentioning your proactive approach to improving IT support processes. Showing that you’re an employee that goes above and beyond what’s asked of them is a great way to catch the eye of recruiters.
Team-building and management skills are essential for your role—but don’t just let your title speak for itself. Talk about the teams you’ve led and the applications they delivered to emphasize your effective leadership.
Results matter, so don’t shy away from bombarding recruiters with numbers and stats about your successes. Highlight projects or initiatives that positively impacted key performance indicators, such as increased system uptime or improved customer satisfaction.

Yes, if you have certifications such as the ITIL Practitioner or CompTIA A+ certifications, you can include them in a separate section under your skills list . They’ll help give your resume credibility and validate your expertise.

Yes! You don’t need to rewrite it from scratch—just swap out some skills and work experience bullet points based on specific things mentioned in the job description . For example, if Python is important, put it in your skills list and mention a project where you used it.

Summaries are a great way to introduce yourself, your years of experience, and the number of projects you’ve been involved in. You should also include a brief line about why you want to work for the company you’re applying to or what you want to achieve there.

We provide IT Staff Augmentation Services!

Application support manager resume.

To be committed and perform at the highest level of potential, satisfaction and process orientation Always Enhancing domain expertise, Optimized Planning and Tracking, Milestone achievement and grasping latest trends to contribute in the success story of the organization effectively and consistently.
Highly accomplished Team lead professional with 10+ years of experience in handling production operations & support of a high frequency Electronic Trading System in a Unix/Linux/Windows environments expertise in Core banking domain . Extensive knowledge of Banking business and terms .
Analytical, enthusiastic and innovative business operations Team Leader with over 8 years of information technology experience in business analysis, deployment, development and support. Developing business process and system solutions for banking, retail, telecom, consumer lending and mortgage.
Solid knowledge and understanding of Corporate actions, Trade and SWIFT processing
Compressive knowledge of SDLC and STLC (Waterfall and Agile) having thorough understanding of various phases like requirement, analysis/design, development and testing
Experience with Change Control, Incident management, Release management and Configuration Management Systems
Excellent Knowledge on Project Resource and Process Management, CMM & QA Process
Techno - Function experience across various banking modules
Experience with implementing SWIFT services (SwiftNet, FIN, Interact, FileAct) and swift security framework HSM
Experience with the financial Industry, knowledge of risk assessment, audit methodology and execution
Extensive experience in gathering, managing and documentation business and functional requirements, communicating effectively with upper management, developers and QA engineers.
Experience with global applications that support global user base, high transactions volumes and deep understanding of FIX messaging protocols
Experience with custody operations, trade processing and deep knowledge of ITIL processing guidelines
Strong analytical and product management skills including thorough understanding of how to interpret client business needs and translate them into application and operational requirement
Profound ability to undertake difficult mandates and meet tight deadlines
Technical Skill set includes Java, JSON, PL/SQL, Unix Shell Scripting, HTML, JavaScript, Web Services, XML, Source control and Configuration management tools, PowerShell, Jasper Reports, Autosys, ASP.NET
Team management, Ability to work and deliver against stringent deadlines
Conceptually Strong and Sound knowledge of Linux-UNIX-HPUX commands, Exchange, AD
Good experience in Development, Implementation and Support in all modules of BaNCS, Global Plus, Lending/Non-Lending Application, Portal, FLEXCUBE as well as good exposure to interfaces/External Systems of flex-cube like EMS , Swift Messaging - GTX, FLEXCUBE, OGL (Oracle General Ledger)
Experienced in leadership roles , building teams, mentoring team members and being accountable for team deliverables.
Provide post implementation support, guidance and reviews, assists in field acceptance through the Integrated System Test and User Acceptance Test.
Technically savvy and a quick stuffy in emerging technology, able to quickly access and utilize the appropriate response to meet the specific needs of the business requirement at hand.
Production Deployment & Support
Project life cycle & Program Management
Functional & technical Specification
Process Analysis Engineering
Resource Management & VAR
Application system development
Root cause analysis and action
Engineering / Testing
System Integration
Business Process Improvement
Unit testing & acceptance testing
Business system Analysis
ITIL & SDLC best practice
Financial Reporting & Analysis
Training & Staff Development
Change Management & leadership
Quality Assurance & Six Sigma

PROFESSIONAL EXPERIENCE

Confidential

Application Support Manager

Responsibilities :

Assist in development of business processes and solutions to meet new business needs as they relate to product catalogue item setup
Assists team in management of project expectation, deadlines and schedules with various stakeholders. Develop system specific KPIs (Key Performance Indicators) to provide users / departments with detailed data analysis for important metrics within the PIM solution.
Analyse enhancement requests and bugs to determine solutions that do not negatively impact other interfaces and products
Own the delivery of Application Support operational activities to the Business and IT stakeholders Provide seamless support to the application users.
Act as a subject matter expert on Lending/Non-Lending, Portal, Vendor Application and planning application and interface between financial planning and analysis users, production support, and Business Systems Management and Application Development teams.
Ability to support multiple lines of businesses or applications of medium to highly complex (complexity defined by size, technology used, and system feeds and interfaces) technologies at global level with multiple concurrent users, ensuring control, integrity and accessibility.
Ensure audit related activities are completed accurately and timely.
Measure and improve the level of adherence to the established ITIL processes and Compliance standards.
Communicate events and their impact to stakeholders, IT teams, and leadership and drive their tactical and long term resolutions.
Prioritize production incidents, requests and problems appropriately, to maximize the output of the Production Support team and minimize service disruption
Identify long term trends, prioritize RCA queues and work with Business Systems Management to prioritize development effort for periodic releases
Complete understanding of the standard policy, ownership and implementation of the Incident, Request, Problem and Knowledge Management disciplines for Hyperion Applications.
Assist/manage system updates and releases across environments for new features and functionality to Global Plus, Bancs CA/Income, GTX-Swift systems. Prioritize work for the team through structured prioritization and utilization of appropriate tools.
Work directly with our global trading and operations teams to understand and deploy connectivity needs across asset classes and markets.
Coordinate and provide oversight for business rules and product associations within PIM solution.
Manage and maintain all disaster recovery plans and oversee appropriate testing.
Manage Application Support team members who are directly reporting and manage the relationship with all internal and third-party service suppliers (e.g. infrastructure, operations, data services, OSPs, ASPs, application vendors etc.) ensuring they meet and maintain service levels and contractual agreements.
Supervision of Swift compliance control, extranet application interaction, business process, unit assignment to internal application and configuration of transmitter codes (FIN/RMA)
Perform infrastructure and application capacity planning.
Actively participates with other members of the delivery team (Product manager, TPM, BA’s, Dev and QA) to create solutions that meet business needs in an agile setting
Monitoring of processes, application interface, message traffic, connections, and trade flows. Documenting and maintaining run-books and recovery procedures for applications and services
Serve as SME on application support and liaise with other teams with regards to incident escalations, application rollouts, and integrating applications with production and nonproduction infrastructure
Manage day to day issues including daily health checks of applications and processes, working closely with end users, development staff and Infrastructure teams, to prioritize and resolve and/or mitigate outages.
Analyse issues quickly, walk them through to resolution, and accurately record details for other members of the team to reference in solutions. Collaborate with application developers and administrators on the team to eliminate bugs and fix preventable issues.
Prioritize the respective changes, design the complete deployment request to implement in Production and Impact analysis using Service Now
Responsible for analysis of impact of periodic maintenance release to core bank systems
Accountable for the managing projects for vendor based application managed by the team, oversee that vendor related and activities meets banks expectations and standard/policies and address shortcomings
Identify gaps between the current state and target model for the application and support model
Participate in all BCP and component failure tests and Internal/Portal/Vendor based application DR testing
Lead coordination with the service desk to establish best practice, improve performance of incident handling and request fulfilment activities.
Identify trends, prioritize root cause analysis queues, finalize preventive actions and work with the business service delivery team to prioritize development effort for periodic release
Event monitoring and management via a 24/7 workbench that is both monitoring and regularly probing the service environment, and acting on instruction of a run book.
Resolving and Analysing the SWIFTNet FIN/INTERACT, system tokenization, cryptography, HSM error
Upgrading the major application to Oracle12c and Cloud based (Trading/ Corporate Actions/Securities landing Application)
Day to day operations support, leading infrastructure maintenance and patch upgrade, assisting OTRS, service now ticket. Follow up on bugs and vendor to provide quick release
Leading Release and change management approve all the UAT, PROD and DR schedule and expedite changes based on the risk calculator and impact analysis.
Actively participates with other members of the delivery team (Product Manager, TPM, BA’s, Dev and QA Analysts) to create solutions that meet business needs in an Agile setting (i.e., scrum ceremonies, collocated team, etc.)
Provide product expertise for our Global Core Banking & Loans Platform, End to End ordination of Banking Applications integrated with partner applications
Analyze risk and implement mitigation and contingency plans,
Review all QA deliverables (Test case, Test data, Run plan, Test plan, Test Strategy) as per quality standards
Defect Reporting (Jira/Bugzilla/Service now) and tracking as a Defect Manager.
Understanding functional Gap’s and guiding the team during test case design and execution.
Integrate all the internal (Lending/Non-Lending) and portal application release to Jenkins to automate the release management across all the environments.
Manage and configure TFS for source control, project management for agile software development and deployment.
Complete understanding of the ITIL incident/change and problem management process and procedures
Ability to debug/write shell scripts. Knowledge of Java Coding/Debugging. Ability to look at logs/stack trace to debug issues

TECHNICAL SKILLS

Operating system: UNIX, Linux, Windows.

Tools: Unix VI editor, Edit plus, PL/SQL developer , Microsoft SQL server management studio , Jenkins, TFS

Database: Oracle 11g/12c, DB2, Access-MS

Web technologies: XML, HTML, JavaScript, Web services (SOAPUI & Ready API), JSON, ASP.NET

Scripting: Good knowledge of Shell scripts, Perl, python, JavaScript’s

Ticketing tool: Service now(Change Management), Jira & Bugzilla (Defect tracking), OTRS (Incident management) Experience in FIX messaging protocols, SWIFT and other event messaging technologies (MQ)

Oracle utilities: External Table, SQL Loader, UTL Files, Oracle Trace files

Monitoring Tools: Splunk, Remedy7, OEM,10g Grid Control, 9i Stats pack, IBM TSM

Team Leader - Production Application Support

Smooth processing of Daily, Weekly & Monthly “End of Days” of banking systems, such as BANCS (Financial Management System), Islamic Banking. Treasury, General Ledger, Trade Finance, Electronic Messaging, Internet banking, CSRs, etc.
Work closely with development teams to understand testing requirement and roll out automation framework. Set up and maintenance of test environment.
Manage and monitor trading systems estate (Vendor products/systems like Composite, Tibco EMS, Bloomberg as well as in-house), Vendor systems connectivity, distributed servers, MQ queues and databases. Provide technical and functional support on trading applications for treasuries, bonds, interest rate options/swaps, commodities and other products.
Manage incidents and escalations, evaluate risk and propose solutions to minimize business Impacts during outages. Take ownership of issues, communicate with Business and create incident alerts, call facilitation and coordination with technical, infra teams and vendors to ensure issue resolution within SLA.
Setup QA Processes and define QA strategy for automation testing, adjust (through design and code) existent automation testing framework that will be used for full regression testing and performance/loading testing.
Problem management to log defects and liaise with dev teams and vendors for fixing bugs and recurring issues. Knowledge management like updating run-book, document work-arounds for known issues, ensure KT for newly on boarded applications, and trainings for colleagues
Knowledge on OLTP and end to end transactions processing and message validation and verification experience
Disaster recovery planning, testing, auditing, risk analysis, business resumption planning and contingency planning.
Assist in proof of concept/implementation with switch tool testing vendor and make recommendations relating to potential collaboration, partnerships and underlying business opportunities
Perform regularly scheduled system update, cron job, changes and failover tests for assigned applications, normally outside of standard business hours
Monitor production activities/processes to ensure timely and effective reporting, tracking, follow up and communication of problems to internal and external clients, technical resources and executives
Responsible for assisting in the execution of unit test, post live support (Customer query in Loans and Deposit, Site enhancement and bug fixing), source maintenance, system test and regression test efforts for BANCS FNS system also design and execute the test scripts and test scenarios
Ensures information controls, back-up and recovery strategies are in place across all environments. Plan, organize, and negotiate effectively with senior analysts and management to accept and implement recommendations, where proposals involve substantial resources, and require extensive changes in established concepts and procedures.
Monitor Real-time transactions and alerting, ATM Network monitoring using Splunk
Act as a subject matter expert for business application systems, and interface between end-users and application development teams.
Perform root cause analysis and provide technical solutions to production related application error.
Utilize existing tools Jira to log/update support cases, identify trends and report them. work closely with Application development teams to troubleshoot complex production issues.
Monitoring critical batches, fixing batch abends, coordination with the work flow team, generating application report.
Works with client, developers and vendors to determine requirement. Manage projects for network, server and storage infrastructure
Fix real time outages within the stipulated service level objective (SLO) and to ensure that the down time of applications is kept to a minimum
Experience in Extracting, Transforming and loading (ETL) data from Excel, Flat file, Oracle to MS SQL Server by using BCP utility and SSIS services. Generated custom and parameterized reports using SSRS
Sound knowledge of banking domain with channels ATM (Automated teller machine) , POS (Point of Sale) , TBS (Telephone banking system), CASA (Current Account and Saving Account), TD (Term deposit), Clearing and settlement modules, ISO8583 standard.
Monitoring, first line troubleshooting & Operational Management of the Banks IT & Disaster recovery site resources & Interfaces, Call center IVR, Instant card issuing systems, ATMs & ATM Transactions & Interfaces. Processing KNET, NI Billing, American Express, CiNet Billing files, PIN Mailers and Customer Account Statements.
Basic Banking (Retail Banking), Treasury management, Foreign exchange, Audit and Inspection Interface, Portfolio Management, Government securities transaction, Investments, Mercantile system of Accounting and MIS reporting, Credit Appraisal and Monitoring of accounts
Reviews monthly and daily transactions alerts using HPS POWERCARD automated monitoring system
Preparing monthly metrics reporting and system performance summary
Support and manage requirements gathering and analyse process with clients, ensuring a strengthened strategy partnership with clients
Author cum reviewer of Configuration Management Plan, Quality Plan, User Manual and Set-up & transfer documents/Set-up Plans for production, weekly resource plan, Documentation, Timesheets.
Assist & Coordinating in Design, Problem Identification & bug fixes of Oracle Database issues both in production & development.
Automation of reoccurring process. Development of tools and applications to further automate reoccurring activities. Facilitate automation of manual activities.
Ability to support incident resolution, software releases and application monitoring outside of normal business hours.
Monitor the international POS transactions link with HOST and resolve the cryptographic error
Processing Staff salary, Customer salary, Merchant and Partner Trickle Feeds.
Administration of UNIX infrastructure composed of Linux, AIX, HP-UX and Solaris.
Exchange server, IIS server, FTP server Management. IT & Financial reports managements Activities.
Ensure all relevant staff are appropriately trained on the relevant systems, procedure and policies
Experience Working with report generation software such as SAP-BI, Crystal reports, COGNOS or SSRS
Accountable for providing end to end support, demonstration, team handling handhold training on different modules to the bank employee in core banking system.
Daily, Weekly, Monthly & Quarterly Backup & Clean-up Activity.
Training the team on FLEXCUBE functional behaviour and workflows
Business Risk Management through continuous assessment, enhancement & review of business impacts.
Installing and configuring EMS (Electronic messaging services), ensuring Flex cube is SWIFT compliant along with STP (Straight Through Processing) capabilities required for Trade finance operations
IT Environment Management, Maintenance in compliance with Confidential ’s quality & Security Management Policy & standards.
Performed user acceptance testing of new commercial treasury management and retail online banking products service enhancement. Developed test cases/plans utilizing recommended criteria for testing newly developed products/services. Reviewed results and provided recommendations to vendor of necessary alterations.
Involving in supporting & Maintenance of Project Module SAP-BO 4.0
To analyse & fix the problems reported by the user in existing BO reports
Introduced new methodology and tools without adding overhead to team to help in improving the efficiency includes fine tuning intra-day activities and EOD jobs
Created Business Object reports like Charts, Tables, Queries & Formulae’s
Experience in CMC Administration activities like creating and managing repositories, monitoring, permission & right to users, user group through Central Management Console.
Expertise in working with all the modules of Business Objects like Supervisor, Web & Desktop Intelligence, CMC, Crystal Reports.
24/7 System Support functionality, involving managing all internal customers, including call center as well as external customers such as Vendors, Retailers & Partners.
Keeping all the system up to date and running to support the business, Datacenter Monitoring/Support for 150+ IBM servers.
Maximizing existing resources & maintaining system availability, preparing reports by collecting, analyzing & summarizing information.
Technical/Functional and Production Support for the ATM, FLEX CORP, FLEXCUBE, ATM and HOST Module.
Good knowledge about Credit Cards, ATMs, POS, VISA / MSD / Local, National Gateway, as implemented & configured banking Switch software according to the Banks specific and also give training to the staff.
Structured and maintained backup for Disaster recovery plans.
My additional Knowledge of Following Oracle fusion technologies has been an added advantage: BI
Administration Tool 11g, BI Publisher 11g, Oracle Data Integration 11g (ODI) HP System administration manager (SAM), networking configuration of NFS,DNS.
Experienced in IT project budget analysis, outsourcing strategies, and contract management

Senior System Engineer

Provide Infrastructure support for Administration of AIX Production servers
Handling all kinds of changes and incidents of severity of 1, 2, 3, 4 levels
Performing Patching changes, Incidents and Break fix issues on AIX servers
Updating various Packages, Application patches and kernel patches on all range of AIX servers
Skilled at reviewing test cases making sure they are in accordance with requirement and assist the overall testing process by activities such as change and defect management and conducting user acceptance testing
Guided client UAT test managers in designing of test plans and test schedules at client site.
Established technical competency and analysed trade-offs between usability and performance needs with the help and collaborations with subject matter experts and software developers
Manages and drives resolution of technical issues in a timely manner to minimize costs to the business. Identifies and delivers cost saving and service improvement initiatives within the operational support arena.
Daily Full backup of Oracle Database, Proactively Monitoring Error log Analysis for both Hardware & Software. Creating LPAR for the Managed System using HMC 7.3.4. Design and documented the migration of servers to include applications.
Adding, Moving, Removing the CPU/Memory using DLPAR (Dynamically changing the partition) Design and successfully implemented the Roles & Responsibilities inside the Database Operation team, along with different supporting structure like Escalation Matrix, Checklists & Workflows.
Manage Software system development and integration projects through all phase of project life cycle analysis, design, development, testing, implementation & Post-production support. Work with Team Manager to ensure resource workload is balanced across projects, Identify and resolve issue, Identify and Mitigate risks.
Led the team of 6 members for providing post implementation support to stabilize the new implementation in challenging environment
Understand the business service level agreements and prioritizes technical workload to deliver the targets set. Providing 24x7 supports and out of hours call out Rota (On-call Support)
Identifying the project requirements, Designing the project structures and modules, Developing the project, assisting in the configuration of the project in LIVE database, Providing all assistance in maintenance and support
Involved in preparing templates and checklists and updating whenever any document change is involved as per stated document change procedure i.e. Requirement Capture & Analysis, Time Estimation, Work Allocation and Tracking, Process Compliance for Project execution.
Documentation of data quality requirements, project plans, test plans and comprehensive SDLC and determines impact assessment, functional specification, flow chart
Provide Second Level support to the Active Directory and Microsoft exchange server troubleshooting Involved in process development and Assessment.
Ensure that all defects and issues identified and tracked to closure.
Deviations are identified, documented and tracked to closure.

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COMMENTS

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Application Support Manager. 4/1/2004 - 7/1/2006. Company Name. City, State. Hired and trained technical support team. Resolved client issues and responded to service requests in a timely manner. Responded to calls and emails regarding application errors. Application Support Manager. 7/1/2006 - 9/1/2009.
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