Application Support Analyst Resume Examples and Templates

Senior Application Support Analysts

• Implemented First Direct 2.0 Application.
• Supported, deployed, maintained, and troubleshooted .NET applications and web services on IIS, SQL Server, Oracle dB, and Azure in a production environment.
• Conducted end-to-end troubleshooting of application performance by analyzing IIS logs and Event Viewer.
• Enhanced the Fapx application, increasing success rate from 90% to 96%.
• Designed management visibility dashboards using Power BI.
• Provided root cause analysis for P1 issues and collaborated with IT teams to resolve them.
• Diagnosed and rectified bugs in C#, JavaScript, Java, and SQL stored procedures across multiple applications.
• Created collaborative sites, lists, and documents on SharePoint.
• Set up application monitoring and alerts, analyzing data to identify issues.
• Offered support for escalated production issues during and after business hours.
• Reviewed software policies, standards, and procedures, and made change recommendations.
• Collaborated with software engineers, DBAs, and non-technical teams.
• Conducted system integration with in-house and third-party applications.
• Managed SSL certificates on the production environment, including renewals and configurations.
• Set up bindings, SSL certificates, and IIS configurations as per application requirements.
• Participated in Disaster Recovery and Business Continuity planning.

Application Support Analyst

• Managed Back Office Clearing and Settlement Incidents for F&O markets including SGX, HKEX, ASX24, KRX, OSE/TSE, NSE, NZX.
• Collaborated closely with vendor management and consultants to meet business requirements.
• Coordinated and executed exchange-mandated changes, simulation testing, rehearsals, and platform migrations.
• Oversaw batch monitoring for end-of-day activities in global markets.
• Addressed issues reported in JIRA and managed AMX.
• Collaborated with SGX Exchange on annual BCP/Disaster recovery processes.
• Provided root cause analysis and implemented quick workarounds for application issues.
• Designed reconciliation specifications for the Derivatives business, both post and pre-end-of-day.

Application Support Analyst

• Collaborated with developers to create comprehensive documentation and Support Knowledgebase during Agile development phases.
• Conducted in-depth market research and assessed current applications to enhance the overall performance of the Service Providing Application.

Application Support Analyst

• Created automations for our ticketing system, significantly cutting down the time needed to handle over 1500 tickets each year.
• Designed a range of Powershell and Python scripts, including a Powershell-based desktop application, streamlining the resolution of end-user technical problems compared to conventional approaches.
• Collaborated with customers in a large corporation to address various technical and business issues.
• Facilitated meetings between multiple development teams to synchronize responses and solutions for outages.

Application Support Analyst

• Recommend and implement solutions after analyzing issues and problems.
• Identify trends and take necessary steps to enhance the operational performance of IT systems.
• Coordinate the implementation of agreed remedies and preventative measures.
• Monitor application service availability and establish proactive measures to prevent interruptions.
• Acquire and maintain knowledge of key applications and provide guidance to users, customers, and stakeholders.
• Monitor service delivery against service level agreements and maintain relevant records.
• Identify and resolve application issues, including incident diagnosis and prioritization according to established procedures.
• Investigate, monitor, and resolve issues and problems in systems, processes, and services. Analyze both technical and functional aspects and implement agreed remedies and preventive measures.
• Perform security administration tasks following established procedures.
• Assist in testing business systems to meet requirements.
• Contribute to process improvements and engage in necessary documentation activities.

Senior Application Support Analyst

• Supported testing and QA for new and existing items in development or consideration.
• Communicated application problems and issues to key stakeholders, including management, developers, and end-users.
• Managed loan processes, including application processing, disbursement, and pre-closure.
• Handled transaction maintenance, including daily collections and group collections.
• Created and maintained products.
• Managed various daily, monthly, and yearly processes and reports (SOD, SOB, COD, EOD, EOM, EOY).
• Analyzed and documented business requirements.
• Processed loans through TAB.
• Tested workflows of Android Mobile Applications..
• Provided training and support to field staff for repayment collection through Trucell.
• Supported banking applications Web CSR, including account creation and dashboard management.
• Handled rate schedules, GL history, trial balance, transaction inquiries, corporate transaction batch status, and reports extraction.
• Developed detailed test plans for functional and user acceptance testing.
• Created, updated, and reviewed test cases and scenarios according to business requirements and executed them.
• Participated actively in project meetings and discussions.
• Tracked and managed defects, analyzed data, and provided reports.
• Conducted end-to-end integration testing.
• Assisted users in User Acceptance Testing.
• Collaborated with developers, the Business & Management Team, and end-users.
• Tested bank product workflows in UAT.
• Conducted Customer Migration (.Net to CRM) activities and testing in the UAT environment.
• Maintained roles, managed user transfers and resignations, and performed weekly active user reconciliation.

Application Support Analyst

• Providing exceptional customer service by promptly resolving inquiries through collaboration with other departments.
• Ensuring adherence to processes, procedures, and escalation protocols while addressing issues.
• Managing client requests through consistent communication with internal and external clients for additional information.
• Improving skills by acquiring knowledge of internal AMX systems and business processes to diagnose and resolve requests.
• Verifying accurate billing by liaising with third-party vendors, carriers, service providers, and billing system owners.
• Supervising database administrator activities to ensure database availability as required.
• Utilizing the Citrix product suite and other in-house applications to assist IT administrators in delivering secure access to desktops, data, applications, and services to users on any device and network.
• Maintaining the highest levels of service quality and availability using Incident Management solutions like Remedy, Salesforce, and ServiceNow.

Application Support Analyst

• Efficiently handling escalated issues with timely responses and effective resolutions.
• Taking responsibility for providing effective business support to EU users.
• Daily monitoring and supporting business users during Market on Close activities.
• Keeping knowledge articles up-to-date on Confluence with the latest resolutions.
• Coordinating proactive actions, leading Major Incident (MI) reviews, escalating and managing crisis calls, and adhering to Service Level Agreements (SLAs) to ensure timely issue resolution with a focus on stakeholders.
• Offering support for internal and client-facing applications for content creation and distribution.
• Participating in User Acceptance Testing (UAT), Migration, and rollout support for new applications.
• Providing ongoing best-in-class support for these applications, including incidents and service requests.
• Actively engaging in problem management activities for these applications to understand root causes and reduce incident recurrence rates. Ensuring all incidents are assessed for problem case creation and providing feedback to key internal stakeholders on problems and issues.

Application Support Analyst

• Supported both internal and client-facing applications for content creation and distribution.
• Ensured efficient handling of escalated issues, delivering timely responses and effective resolutions.
• Analyzed, researched, managed, and resolved queries from users for Front office and Back-office products.
• Utilized tools like Liferay and Alfresco for day-to-day content-related activities.
• Fixed XML generated by InDesign for PDF creation, with knowledge of HTML, CSS, and JavaScript.
• Possessed strong technical expertise in Linux, Oracle, AWS concepts, and infrastructure.
• Followed Agile Methodologies for project management.
• Experienced in supporting environments running Apache, Tomcat, and Java/J2EE-based applications.
• Demonstrated a strong working knowledge of databases and proficiency in writing complex SQL queries.
• Managed FTP, AXWAY ST, and EDGE servers.
• Utilized middleware technologies such as IBM MQ and Oracle Weblogic.
• Deployed Ansible Tower for running playbooks and Marklogic Db for content storage.
• Implemented ServiceNow for Incident and Problem management, with familiarity in ITIL concepts and SLAs.

Application Support Analyst

• Analyzed business requirements and configured them within the existing system through change management.
• Performed major L2 and L3 level activities, including production job/batch monitoring, application and dashboard monitoring, and engaged the relevant teams to resolve failures/errors.
• Proactively monitored critical real-time trading activities from various exchanges, troubleshooting and resolving application issues escalated by end-users.
• Analyzed project requirements to identify bugs and promptly resolve issues.
• Implemented automation to eliminate manual and redundant checks.
• Collaborated with vendors, business partners, and teams to ensure proper release management.
• Processed large batches of data on a daily and weekly basis.
• Added entitlements for client and account static data on the AMX Dashboard.

Application Support Analyst

• Customized systems using the SDLC approach with Oracle Development tools.
• Gathered functional requirements from end-users and documented them.
• Assisted technical consultants in resolving complex report issues.
• Participated in the financial modules' closing process.
• Provided support for functional issues and prepared status reports.
• Facilitated integration setups between the procure-to-pay and order-to-cash cycles.
• Conducted user training.

Application Support Analyst

• Collaborated as a team member with the following roles and responsibilities:
• Customized systems using Oracle Development tools following the SDLC approach.
• Collected functional requirements from end-users and documented them.
• Aided technical consultants in resolving intricate report issues.
• Participated in the financial module closing process.
• Provided support for functional issues and generated status reports.
• Engaged in integration setups between the procure-to-pay and order-to-cash cycles.
• Conducted user training.

SENIOR APPLICATION SUPPORT ANALYST

• Troubleshot and resolved batch application issues using SQL queries in the database and optimized Unix shell scripts to address batch failures.
• Oversaw the application support team in Mauritius, guiding them in their daily tasks and investigations.
• Managed the on-call schedule roster and took charge of training new joiners in batch support.
• Conducted extensive research on incoming batch processes and collaborated closely with the development team to devise feasible solutions.
• Implemented new client reporting by performing database inserts and configuring batch jobs in the Tandem system.

Application Support Analyst II

• Resolve tier 2 helpdesk tickets and work requests submitted by users.
• Collaborate with vendors and internal support teams to address issues beyond local or tier 1 capabilities.
• Set up and configure user accounts as required.
• Review, test, and validate software patches and enhancements.
• Provide management with reports on Tier 2 KPIs (Mean Time to Resolution, Time to Close, number of open development tickets, etc.), as well as other requested metrics.
• Document, train, and transition repeatable and simple fixes to the Tier 1 support desk.
• Develop test cases and conduct testing for new enhancements, features, or platforms.
• Document and communicate bug details and steps to reproduce to software developers and vendors.