Application Support Manager Resume Sample
Kailyn Luettgen
1695 Tillman Lake,
San Francisco,
CA
+1 (555) 297 2007
Work Experience
Application Support Manager
06/2017
-
PRESENT
San Francisco, CA
- Incident Management, Problem Management, Change Management, Release (Deployment) Management, Service / Application Introduction, Supplier / Tech Partner Management, Application Continuity Management, Availability Management, Capacity Management, Application / Service Level Management, Financial Management, Demand Management, Continuous Application Improvement Plannin
- Manage one or more teams, or virtual teams
- Manage client expectations and demands proactively while maintaining good client relationships
- Deliver and maintain effective support for all CIB applications
- Develop and maintain effective relationships with application, technology and business stakeholders
- Perform timely and appropriate escalation of critical production environment incidents and proactively identify patterns of recurring incidents to improve service capabilities
- Assume ownership for all and any application production outages, driving incidents to clear resolution with full accountability for remediation tasks
IT Application Support Manager
09/2012
-
04/2017
Chicago, IL
- Identify opportunities to standardize common processes and tools across the CIB Banking production management group
- Performance and Talent Review Management: Objective setting, regular 1:1 discussions, mid year/year end reviews and day-to-day escalation
- Work closely with other production management leads to ensure global consistency in day to day support operations as well as driving a global improvements agenda
- Adaptability to work with different region’s Trader, MO, Sales, Operations
- Ensuring delivery of information technology support to vendors and application developers; and coordinating the improvement, repair and tuning of custom applications
- Reviewing application change plans; tracking change ticket initiation, approval and quality process compliance; testing installation procedures; recommending minor modifications; and ensuring change implementation
- Providing post-outage support; including recovering application failures and restoring availability; implementing service action plans; and providing outage management reports
- Communicates direction in an appropriate manner with clarity to a wide variety of individuals. Develops and implements the changes needed to achieve the vision. Achieves results through appropriate use of personnel, technology, and processes. Provides proactive leadership to projects, assessing the overall viability or long term impact to projects, when major changes occur
- Builds high performing teams by coaching/mentoring employees with diverse backgrounds or skill sets. Uses positive regard to work through conflict to find win/win situations
Application Support Manager Clinical Systems
10/2006
-
07/2012
Detroit, MI
- Managing people or 5+ years' experience in a leadership role
- Oversees the successful completion of installations and delivery of associated services for credit union clients
- Oversees and actively manages resource assignments and personnel utilization across multiple business functions and priorities
- Assists in development and deployment of new products and services including processes and procedures to be used in delivery management
- Oversee and ensure accurate billing for delivered products and services
- Actively monitor associated P/L categories including revenue, expense, and provide support for budgeting and forecasting
- Actively collaborates with Product Development and Product Management teams on evolution of new web service offerings
- Actively oversees issue resolution including performance tuning through assigned staff or by actively collaborating with other teams
Education
Southern Virginia University
2001 - 2005
Bachelor's Degree in Computer Science
Professional Skills
- Strong Oral and written communication skills including the ability to communicate effectively with non-technical users
- Strong project skills to build/edit project schedules, managing dependencies, schedule shifting
- Strong teamwork and interpersonal skills in setting and managing client and management expectations
- Strong troubleshooting skills in .net
- Strong written and oral communication skills, expert in the use of MS Office tools including Powerpoint, Visio, Excel, and Project
- Strong negotiation, analytical, problem-solving, and conceptual skills
- Excellent verbal and written communication skills, with the ability to produce clear, concise and tidy documentation
How to write Application Support Manager Resume
Application Support Manager role is responsible for presentation, training, software, digital, reporting, languages, multilingual, excel, documentation, communications.
To write great resume for application support manager job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Application Support Manager Resume
The section contact information is important in your application support manager 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 Manager Resume
The section work experience is an essential part of your application support manager 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 manager 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 manager position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Application Support Manager resume experience can include:
- Experience managing a technical staff that with a variety of technical skills administering and supporting a large portfolio of applications and systems
- Self-starter with excellent crisis management skills
- Possesses solid communication skills
- Excellent analytical skills – anticipate problems, identify issues, and develop solutions
- Forecasting resourcing & staffing needs and effectively utilizing all available resources
- Demonstrated growth experience, showing a consistent track record of taking on new challenges and driving their success
Education on an Application Support Manager Resume
Make sure to make education a priority on your application support manager 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 manager 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 Manager Resume
When listing skills on your application support manager 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 manager skills:
- Excellent organizational skills and leadership skills
- Prioritise and multi task in a challenging working environment with excellent organisational skills
- A strong understanding of incident, change and problem management, and how to apply them effectively
- Strong influencing skills and an ability to apply an appropriate level of challenge
- Well-developed analytical skills with strong attention to detail
- Excellent interpersonal, communication, negotiation and mediation skills
List of Typical Experience For an Application Support Manager Resume
1
Experience For IT Application Support Manager Resume
- Good technical comprehension and communication skills
- Strong experience in implementing SAP Projects especially SD Module
- Experience working alongside Development and Operational teams and able to create effective relationships with multiple disciplines
- Superior organizational and leadership skills
- Ensure adherence to all Academy standards and policies and effectively maintain SOX, PCI, ISO and other compliance standards where assigned
- Acting as a point of contact to facilitate effective communication and mutual understanding between business associates and IT associates
- IT experience including 5+ years managing people in similar capacity
- Provide training and managerial support to the application support team, enabling them to provide excellent customer service
2
Experience For Global Business Application Support Manager Resume
- Experience in working with Relational Databases (Sybase/Oracle)
- Experience implementing targeted ITIL based processes and solutions within a support function
- Excellent knowledge of products supported and equivalent competitor products
- Preferably with past SEI experience
- SAFE – preferably Scaled Agile support experience
- Experience of leading a support or technical team of 8+, coordinating activities and ensuring the team members meet their individual and collective goals
3
Experience For Application Support Manager Clinical Systems Resume
- Experience communicating with software developers on technical requirements, and translating highly technical topics to business teams
- Experience of software development, working on major programs across a complex IT environment, and with external outsource vendors
- Lead post-implementation reviews of the application to ensure its effectiveness and relevance to the business
- Stay current with technology and industry best practices to ensure that skill set/knowledge base remains broad and current,
- Demonstrated use and knowledge of various quality programs/standards (TQM, ISO, Application Security, etc.)
- Develop a robust Knowledge Base for both support and customer use, in order to improve service experience, support escalation and resolution times
4
Experience For Business Application Support Manager Resume
- Experience with VisionPLUS applications with an understanding of their deployment in Barclaycard
- Experience working in an Application Support environment in a service driven organisation
- At least 3 least of experience providing Application Stability
- Related experience required
- Experience in support Java and Oracle and AWS based applications
- Min. 10 years of related work experience
- Assessing, coordinating, and reviewing all issues and impacts associated with applications support and business processes
- Protecting and insuring the stability of the operational systems as well as maintaining the integrity of the data they contain
5
Experience For Senior Application Support Manager Resume
- Including Essbase, Planning, EPBCS and PCMCS
- Practicing and ensuring compliance with all CMGT’s policies and procedures
- Scanning technology calls to configure scan station to use company scanning software application
- Assisting and/or drives process improvements, systems integration and BCP efforts
- Supporting the recovery of the LOB applications and its’ infrastructure systems
- Working independently on escalated issues
- Leading teams and projects to resolve complex technical issues
- Ongoing management and maintenance of the service portfolio and CMDB with assistance from Global IT
- Leading a team of Application / Production Support Analysts who handle problem determination
6
Experience For CIB Application Support Manager Incident Owner Resume
- People and team Management including career management, coaching and mentoring of specific resources in the team, recruitment and resourcing strategies
- Phone Training. Conducting training session to teach user on the fly how to use hosted web based software application
- Lead a team responsible for availability, monitoring, capacity planning, security and incident management of the platform and services offered by the SDLC team
- Attend Initial Design Reviews – representing IT Apps Support’s interest ensuring IT Apps Support is not impacted by the solution proposed
- Provide emergency support as necessary, including after-hours. Develop on-call on rotating weekends, holidays and off-hours support schedules
- Technical knowledge of RHEL, JBOSS, MariaDB, KAFKA, Active MQ, SQL, Shell scripting and Job scheduling
7
Experience For Enterprise Application Support Manager Resume
- Provide comprehensive, approved customer training on the JJV equipment portfolio, including Refractive suite, Tear Science Catalys and Phaco equipment
- Responsible for completing quarterly scheduling audit and review, SOX 302 audits and annual role attestation activities
- Proactively suggesting ways of improving system stability, availability, performance and reliability
- Maintains department budget including project expenses, salaries, training, travel & entertainment
- Oversee the testing of new and existing software applications under development or consideration for purchase
8
Experience For Salesforce Application Support Manager Resume
- Facilitates regular staff meetings and one-on-one discussions with staff including performance management
- Oversees the creation of training materials and documentation for clients and internal use
- Participates in tactical and strategic planning
- Able to guide team members in resolving issues
- Monitor KPI’s to ensure Support Team is meeting expectations
- Standards, best practices and Compensating Controls
- High Availability, Disaster Recovery, Sustained Resiliency, Chaos Engineering
- Ensure Business Application management governance is sustained to maintain integrity of the operating service model
9
Experience For Big Data Application Support Manager Resume
- Develop and provide Key Reporting metrics to management related to SLA, Issue Trends, problem areas, performance, etc
- Responsible for the automations, tools development, IAAS and PAAS. Work on continuous improvement of support via expanding automation
- Develop communication plan and weekly updates to senior management and customer. Provide clear and concise information required for decision making
- Collaborate with other IT OPS lanes to customize existing process to work in an Agile support environment
- Serve as front line manager for Application Support, supporting both internally developed applications and other products as the capabilities grow
- Attend division meetings to discuss and strategize concerning team technical and optimized performance needs
- Managing a support or application delivery team
- Ensure, control and coordinate Incident Management to support the IT applications according to SLAs (if applicable)
- Weekly meeting to discuss support issues
10
Experience For Business Line Application Support Manager Resume
- Weekly update of outstanding issues by customer each week
- Monitor of Technical support queue, hold times and call status to maintain efficient hold times and load balancing
- Responsible for all aspects of the application support; including configuration, user enrollment, and software upgrades
- Work with the ServiceNow team to implement configuration changes as needed, to ensure proper quality reporting
- Maintain and communicate daily status reports and be comfortable in escalating issues to other teams
- Manage operational and support management including escalation
- Manage IT vendor relationships for core business applications including the communication of eOne business and technical requirements
- Gain an understanding and knowledge of the usage of applications by eOne internal customers
- Support system audits by maintaining accurate and comprehensive documentation
List of Typical Skills For an Application Support Manager Resume
1
Skills For IT Application Support Manager Resume
- Strong people skills (stakeholder management skills to build and foster internal relationships)
- Strong Microsoft Excel skills to analyze detail data, what if analysis, etc
- Strong communication skills, with a global team – both written and oral
- Ensure the firm’s batch process infrastructure operates effectively
- Managing priority 1 or 2 incidents through to resolution, or aiding other support teams to help them resolve high priority incidents
- Provide IT guidance and support in a business context, and ensuring that the everyday processes being followed by the users are being supported effectively
- Proven experience providing application support in a Front Office at a Hedge Fund or tier 1 bank
2
Skills For Global Business Application Support Manager Resume
- Proven success in optimizing services for operational effectiveness and customer delight
- Prior experience in recruitment and attracting talents into the team
- Communicate effectively with firm’s colleagues on technical and non-technical matters
- Exhibits expert leadership/people management skills
- Utilizes a variety of interpersonal styles and communication methods to effectively convey information and ideas to technical and non-technical audiences
- Possesses solid knowledge and 5 to 7 years of experience in project and release management
- Log analysis skills though out application components
3
Skills For Application Support Manager Clinical Systems Resume
- Financial Industry experience2-5 years’ experience in Report Design
- Have at least 2-3 years of project delivery experience in a lead role and have a solid technical background
- Ten or more years of practical, service-oriented experience in the IT field including experience with Windows, Linux servers
- Strong experience in various scripting languages
- Programming exposure / experience (Objective C, Java, C, C++).Software development consisting of some of the following languages and technologies
- Working experience realizing monitoring scripts from conception and design, to implementation and support
- Managing the delivery of IT services with several years’ experience in Web/Portal applications
4
Skills For Business Application Support Manager Resume
- Working experience with appropriate database technologies (Oracle, MySQL)
- Software Engineering experience, using one or more object oriented programming languages and/or scripting
- Good understanding of Microsoft technology stacks, including awareness of cloud computing architecture
- Experience doing Root Cause analysis, planning of changes and managing problem tickets to full resolution in a 24x7 production environment
- Reviews and analyzes the effectiveness and efficiency of existing applications and develops strategies for improving or leveraging these systems
- Demonstrates courage and self-confidence in dealing with and escalating release issues
- Able to deal with the stress related to escalation impact and resolution time frames and conflicting/competing priorities
5
Skills For Senior Application Support Manager Resume
- Experience in a hands-on role supporting business application systems, and an understanding of their architecture
- Demonstrated knowledge of EMPI, ADT, Registration, Scheduling, Billing, Clinical and ancillary systems utilized in hospitals and physician practices
- Experience with SQL/Oracle/Sybase, Shell scripting, Perl scripting and Java development
- Experience leading and managing support teams of 10 people or more
- Strong curiosity and bias for pro-active planning, action, ownership, learning and continuous improvement
- Experience working with and managing off-shore teams
6
Skills For CIB Application Support Manager Incident Owner Resume
- Previous working experience with global resourcing is considered an asset
- ITIL (service management) certification and/or equivalent demonstrable and recent experience in working according to ITIL service management processes
- Experience managing enhancements utilizing Agile methodology
- Hands on experience with ServiceNow, or other ticketing tools, Tivoli, or other monitoring suite of tools
- Team leadership experience, particularly with work scheduling and planning tools
- Strong understanding and knowledge of various databases, operating systems, middleware, and web servers
7
Skills For Enterprise Application Support Manager Resume
- Experienced in Oracle PL/SQL scripting
- Anticipates potential threats (risks) to projects prior to becoming an issue and pursues mitigation
- Proven track record of delivering multiple parallel initiatives
- Experience in providing services to agreed SLAs and OLAs
- Experience with Site Reliability Engineering
8
Skills For Salesforce Application Support Manager Resume
- Experience with Chaos Engineering
- Logical, efficient, and proactive with proven creative problem-solving abilities and keen attention to detail
- Experience managing application support related teams – ideally within health care
- Experience in managing technical support teams
- Programming / application development & support work experience
9
Skills For Big Data Application Support Manager Resume
- Experience providing support in an IB environment
- Experience managing application support related teams of 10-15 people
- Development and/or support experience with products using web services
- BS/BA preferably in Information Technology or Business or equivalent experience, education or training
- Experience using collaborative tools
10
Skills For Business Line Application Support Manager Resume
- Demonstrated success in building high-caliber teams in support of organizational initiatives
- Service desk management experience using ITSM/ITIL or similar frameworks/methods
- Manage and mentor people from differing backgrounds, experiences, and cultures
- Hands-on application development/coding experience
- Demonstrable and recent experience in service operations/managing an internal and/or external service provider
List of Typical Responsibilities For an Application Support Manager Resume
1
Responsibilities For IT Application Support Manager Resume
- Exceptional verbal, written and communication skills with strong presentation skills
- Good verbal and written communication skills with an emphasis on multicultural sensitivity
- Good presentation skills; ability to translate business requirements into technical solutions
- Strong inter-personal skills, the ability to influence others and be self-motivated
- Strong leadership skills for support personnel and project implementation
2
Responsibilities For Global Business Application Support Manager Resume
- Demonstrate ability to lead and motivate staff to apply skills and techniques to solve dynamic problems
- Excellent human resource management and leadership skills
- Strong communication skills and the ability to engage and influence with all levels of project personnel
- Operate effectively in a commercial environment
- End-to-end software development lifecycle, strong OO Design Skills. Software development methodologies, e.g. waterfall, agile
- Experience of working on web based B2B and B2C platforms with good understanding of architecture principles and design standards
- Strong working experience in managing the support of large of Point of Sales implementations
- Strong working experience in reviewing Powershell scripts, Windows O/S, SQL
- Experience working with multiple parties to prioritize production support tickets and minor enhancements based on business objectives
3
Responsibilities For Application Support Manager Clinical Systems Resume
- Practical experience managing Back Office applications and processes in a deregulated environment Practical related experience in national deregulated markets
- Experience in leading cross functional teams with a proven history of successful project implementations
- Proven experience with one or more of the following applications: Revenue, Lodestar, Gentran, nMOSA
- Track record of successful delivery of IT Support with experience in leading a multi skilled technical team in a customer focused, high paced environment
- Computer skills (Access, Excel, Visio, SharePoint, Snagit, Word, Outlook)
4
Responsibilities For Business Application Support Manager Resume
- Strong project manager who can recommend, process and application solutions in a timely and cost-effective manner
- Able to organise own time effectively on a daily and weekly basis with a high emphasis on efficient self-time management
- Exceptional communication, influence, and execution skills
- Leadership skills that can energize a multidisciplinary work stream to respond to IT business needs
- Solid experience of the full project lifecycle
- Demonstrated leadership experience with Production Support / IT Development
- Prior management experiences
- Possesses solid project/release management experience
5
Responsibilities For Senior Application Support Manager Resume
- Troubleshooting experience on multiple browsers
- Experience in managing and leading an IT team, developing and managing operational and project related budgets
- Experience working in a Helpdesk environment managing project support tickets using a system such as Service Now/SONIC
- Experience working in an outsourced project support environment, managing vendor SLA’s and escalations
- Related experience in managing a team of 3-5 employees (including contractors and, vendors)
6
Responsibilities For CIB Application Support Manager Incident Owner Resume
- Experience in leading/managing application support functions
- Experience managing a technical team providing 24x7 on-call support
- Experience building and maintaining a comprehensive Application Catalog across a broad portfolio of applications and business customers
- Experience in supporting and administering Microsoft SQL Server and Windows Servers
- Experience working in the IT industry
- Experience providing technical leadership
- Understands data and database concepts and query languages – with solid understanding of T-SQL and PL/SQL
- Demonstrates expert understanding of established Technology Life-Cycle Management (TLCM) methodologies
7
Responsibilities For Enterprise Application Support Manager Resume
- Also requires five years of related professional experience in a leadership or managerial role of increasing responsibility
- Experience of working to accredited Quality standards
- Excellent understanding of the SDLC across multiple technologies
- Experience in working with suppliers and managed service providers
- Strong technical background in troubleshooting LightSpeed PMS issues
- Extensive experience working with Geneos
- Experience working in a support organisation
- Experience working in complex end to end test environments
8
Responsibilities For Salesforce Application Support Manager Resume
- Experience working with end-users to collect business requirements
- Experience working with the end-users to address IT issues and concerns
- Experience with end-user application training
- Experience managing production support of a large Stores applications portfolio with diverse technologies
- Experience with systems development methodologies, definition, systems design, development and systems testing
- Experience, in developing enterprise level IT applications
- Experience in supporting 24x7 enterprise applications/platforms
- Experience working with geographically distributed and remote teams
- Experience of the following technologies/applications
9
Responsibilities For Big Data Application Support Manager Resume
- Is able to build effective relationships within the project team and supporting areas of Technology and Solutions and customer
- Experience in Java/J2EE development
- Builds and maintain strong relationships with the business
- Experience in Business Application Implementation and Support for FMCG business
- Supervisory experience in a leadership position with direct reports in Service Desk, desktop support, or similar IT management/supervisory role
- Prioritize, investigate & remediate or escalate issues and pursue to completion
10
Responsibilities For Business Line Application Support Manager Resume
- Plans and establishes priorities and manpower utilization
- Manage projects to improve customer support organization efficiency and effectiveness
- Experience with working in a production mailing environment
- Experience with mailing inserters (Pitney Bowes or Gunther) and high-speed printers (AFPDS, LCDS, IPDS, IJPDS, or PCL)
- Experience working with Weblogic or Apache Servers
- Experience working with Oracle Servers and Oracle Goldengate
- Experience working with F5 Load Balancers
- Six (6) years of supervisory work experience in information management or information systems, in a hospital, healthcare system or University setting
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