Apps Support Senior Analyst Resume Sample
Rogers Boehm
753 Swaniawski Square,
Boston,
MA
+1 (555) 465 8691
Work Experience
Apps Support Senior Analyst
01/2016
-
PRESENT
Boston, MA
- Experience in one or more of the following areas: Genesys Framework, components, CTI, telephony events, Voice Call Routing (IRD and/or Composer), eServices, GVP, Agent Desktop (WDE), IWD/EWM, SIP Server and IP based solutions, Conversation Manager and Business Continuity Architecture
- Provide direct application support to the ICG businesses
- Provide dedicated support for business, middle office and operations users for technology issues, owning issues through to resolution
- Investigate issues directly, as well as working with colleagues in the extended support team globally and application development colleagues
- Incorporate both hands-on support and issue incident & problem management skills
- Responsible to ensure applications under scope are available for LATAM users during business hours
- Provide Production user and deal flow support for supported Applications
- Analyze possible deal errors and financial anomalies in application reports when required by application’s users
Jpn-csj-apps Support Senior Analyst
10/2008
-
09/2015
Detroit, MI
- Manage production support situations for the assigned set of applications
- Take ownership of each incident, caused by supported set of applications or being impacted by others until resolved
- Liaise with functional groups toward LATAM ICG applications improvements in sync with business needs
- Work with Development Team to define and ensure new enhancements’ production and support readiness
- Contributes to implement solutions such as monitoring tool. Oversee and drive production support issues and resolutions to closure
- Applies in-depth understanding of concepts/procedures within the applications support environment and integrates knowledge of other technical areas to resolve issues that have impact in the business
- Communicate to seniors a potential or ongoing major incident
- Works with local, Regional and Global teams toward LATAM ICG applications Support and Stability
Education
Everest University - Lakeland Campus
2002 - 2007
Bachelor's Degree in Business
Professional Skills
- Leveraging business and technical knowledge, along with incident experience and leadership skills, to guide prioritization
- Handle high stress and pressure situations and demonstrate Strong problem solving and program execution skills
- Strong Technical skills on Unix based Operating Systems
- Hands on support experience with automation skills
- Strong analytical skills and attention to detai
- Track record of demonstrating an ability to learn new skills and technologies, as well as adopting and enhancing existing processes and procedures
- Knowledge / prior experience of support Prime Brokerage and/or Securities Lending/Agency Lending desks
How to write Apps Support Senior Analyst Resume
Apps Support Senior Analyst role is responsible for software, automation, leadership, trading, retail, securities, training, database, java, equities.
To write great resume for apps support senior analyst job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Apps Support Senior Analyst Resume
The section contact information is important in your apps support senior analyst 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 Apps Support Senior Analyst Resume
The section work experience is an essential part of your apps support senior analyst 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 apps support senior analyst responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular apps support senior analyst position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Apps Support Senior Analyst resume experience can include:
- Opportunity in expanding skillset in established technologies such as TIBCO EMS/Oracle/Unix/Linux
- Teamwork and Team Leading Skills
- Communication Skills & Relationship Building
- Proven experience in Banking Industry (Markets, Treasury or Payments)
- Knowledge / prior experience of support Prime Brokerage and/or Agency/Securities Lending desks
- Knowledge / prior experience of support Prime Brokerage, and/or Securities Lending desks
Education on an Apps Support Senior Analyst Resume
Make sure to make education a priority on your apps support senior analyst resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your apps support senior analyst 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 Apps Support Senior Analyst Resume
When listing skills on your apps support senior analyst 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 apps support senior analyst skills:
- Collaborate effectively with multi-functional partners, sharing information and knowledge effectively Business Knowledge
- Possess good technical analysis skills
- Good customer service, communication and interpersonal skills
- Possess strong communication skills, in both verbal and written format
- Service Delivery: Maintain a high level of good practice so that all tasks and responsibilities are completed accurately and effectively
- Experience prioritising workload and working in a team environment
List of Typical Experience For an Apps Support Senior Analyst Resume
1
Experience For Jpn-csj-apps Support Senior Analyst Resume
- Developed communication and diplomacy skills to persuade and influence
- Active involvement in and ownership of Support Project items, covering Stability, Efficiency and Effectiveness initiatives
- Active involvement and ownership of Support Project items, covering Stability, Efficiency, and Effectiveness initiatives
- Gain experience liaising with Traders, Sales and Middle Office counterparts
- Knowledge/experience of Incident, Problem, Change preferably on ServiceNow. Understanding of Software releases, ability to understand RISK assessment of Change
- Working experience with Voice & Data network disciplines
2
Experience For Assistant VP, Apps Support Senior Analyst Resume
- Robust experience on Messaging tools and ETL tools
- Good with UNIX Shell Scripting on any variants
- Hands-on working experience in an application production support environment
- Relevant extensive years of experience working in a user support environment
- Oversee and prioritise issues based on criticality
- Provide excellent support services in the region
3
Experience For Apps Support Senior Analyst Resume
- Strong process awareness and ability to run end to end incidents, problems, changes and client critical issues
- Experience of hands-on application support
- Resilience - overcome obstacles, maintain effective behaviour in difficult situations in order to achieve goals
- Experience in TIBCO (MQ/NDM) technology
- Strong in System Analysis
- Good knowledge of the business and its technology strategy
- Bilingual Spanish/English (Strong verbal and written)
- Strong social, positive, can-do attitude to quickly learn and take own initiative to deliver innovative and productive solutions
- Experience
4
Experience For Jpn-csj-apps Support Senior Analyst Resume
- Good knowledge of incident, request, problem and change management practices
- Work experience in technology support roles within a large scale organization
- Experience with UNIX, MQ, Oracle, SQL
- Experience with IVR and firefly
- Experience of automation, ITRS and uDeploy (Desirable)
- IT Support experience with AIX, Sun Solaris, MQ, Oracle, Java, SQL, NDM, TIBCO
- Experience of Collateral Management
- Experience in Systems analysis of funds transfer and corporate payment applications
5
Experience For Assistant VP, Apps Support Senior Analyst Resume
- Extensive years experience with UNIX
- Good with Oracle PLSQL Queries and optimizations
- Working closely as a trusted partner for our technical groups and business teams
- Understanding of incident / request / release / problem management processes
- Working knowledge of Sybase SQL. (Able to build ad hoc SQL queries)
- Working knowledge of Oracle / MSSQL. (Able to build ad hoc SQL queries)
6
Experience For Apps Support Senior Analyst Resume
- Dealing with user queries, continuous monitoring, and regional handover
- Develop, maintain and enhance monitoring solutions, which requires database/scripting knowledge to create app-tailored monitoring solutions
- To work off the central ticking queue to handle all incoming business requests during core business hours
- Issue tracking and reporting using tools such as ServiceNow
- Work closely with development teams, and the business to for ensuring the team is meeting the business’ requirements
- Provide tracing and analysis of root causes and tracking of permanent solutions
- To develop, maintain and enhance monitoring solutions within the decided monitoring solution
7
Experience For Jpn-csj-apps Support Senior Analyst Resume
- Adaptability to work with different region’s including vendor and Citi staff. Reporting to GRU Global Support Manager
- Knowledge and understanding of Equity Delta 1 trading business
- Shell Scripting PERL, Batch scripting
- DB Procedural Language / UNIX Shell Scripting / Perl. Ability to read and understand application code in variety of programming languages
- Knowledge of active monitoring tools including installation and implementation
8
Experience For Assistant VP, Apps Support Senior Analyst Resume
- Batch cycle monitoring on scheduling platforms such as TWS or Autosys is desirable
- Shell scripting / Parsing
- Provides on job training/technical support to new team members
- Cover shifts patterns spanning to meet business objectives
- Sales and Trading users of FX Derivatives applications
- Work to resolve daily incidents as well as recurring problems
9
Experience For Apps Support Senior Analyst Resume
- Develop Domain Expertise in Citi’s Regulatory reporting systems and obligations
- Develop Domain Expertise in Citi’s Regulatory reporting systems
- Participate in application releases, testing and deployment into production
- To analyze and trend all incoming service request metrics to identify stability projects
- Weekly & Monthly reporting metrics to Business partners
- Development of ICG Production Support Reporting function tool – Carry out required tasks in a timely manner to high and consistent standard
- Familiarity with Autosys Scheduling & Oracle stored procedures
- Act as a liaison between users/traders, interfacing internal technology groups
- With reward and recognition based on performance merit, opportunities exist for staff with the ability and determination to have a rewarding career
10
Experience For Jpn-csj-apps Support Senior Analyst Resume
- Awareness of project tracking, namely production support projects
- Integration/connectivity/messaging technologies (e.g. SFTP, SCP, NDM, MQ)
- Demonstrable ability to communicate and develop long-lasting relationships with all levels of Management in a clear, concise manner
- Proficient in working on backend technologies like Oracle/ PL/SQL and stored procedures/functions, packages, etc
- To fit in flexible working Rota
List of Typical Skills For an Apps Support Senior Analyst Resume
1
Skills For Jpn-csj-apps Support Senior Analyst Resume
- Good SQL experience in any of the RDBMS
- Learn new skills quickly with little supervision and work in a team environment
- Authoritatively and effectively handles work, time, and resources
- Opportunity for personal development, enhancement of business & technical skills and potential career advancement
- IT/ spreadsheet/ analytical/ modelling skills)
- Demonstrable experience in a support environment. Banking or financial services experience is desirable
- Effectively communicate issues and status updates with business users, development teams and Global Support Lead.
- Coding / scripting experience preferable (any language)
- Knowledge / working experience of ITRS Active Console/other monitoring tools
2
Skills For Assistant VP, Apps Support Senior Analyst Resume
- Experience developing and supporting PegaWorks and PRPC is required
- Experience using ticketing software SQL – Sybase/Oracle/MS SQL Server
- Experience in handling communications across business and technology partners at varying levels across a medium to large scale enterprise
- Good eye for detail and logical thinking mind frame
- Experience working in a global team with multiple vendors in different time-zones
- Experience working in a front office support environment
3
Skills For Apps Support Senior Analyst Resume
- Experience working in a support environment
- Futures E trading experience
- Knowledge / working experience of Autosys/scheduler
- Knowledge / working experience of ITRS Active Console Business
- Experience supporting both Front and Middle Office users
4
Skills For Jpn-csj-apps Support Senior Analyst Resume
- Shell scripting, SQL experience
- Experience supporting Oracle databases in an enterprise environment
- Experience in a Support role managing end user products and services
- Experience in monitoring tool like ITRS
- Candidates would ideally have experience with applications such as Marketview, Trayport, LME Select, WebICE, TT, etc
- Skilled in mainframe technologies
5
Skills For Assistant VP, Apps Support Senior Analyst Resume
- Work experience in technical production support roles preferably within a large scale, global financial services organization
- Support or Development experience primarily in UNIX systems with AIX, MQ, ORACLE Database, Java, SQL, NDM and WebSphere
- Strong knowledge of middleware message oriented tools like IBM MQ Series
- BASIC or COBOL. Experience as developer and/or code analysis for complex applications
- Extensive years’ work experience in technical production support roles preferably within a large scale, global financial services organization
- Good in technical analysis/debugging problems/issues,
- Experience working in a support environment
- Experience on Oracle and writing SQL queries
6
Skills For Apps Support Senior Analyst Resume
- Experience in a production support role within an Investment Banking environment
- 3 – 5 years’ experience working in a support environment
- Extensive years working experience in database platforms such as Sybase, Oracle, or Microsoft SQL Server
- Experience working in a support environment
- Knowledge/working experience ITRS Active Console
- Knowledge/working experience of Autosys
7
Skills For Jpn-csj-apps Support Senior Analyst Resume
- Experience is supporting application and webservers such as WebSphere
- Experience in working on J2EE related technology applications
- Support or Development experience primarily in UNIX systems with Linux, MQ, Java, SQL, NDM and tomcat server
- Have rich experience in Java/J2EE technologies, well versed with 3 tier architecture /component layer architecture
- Experience in Java and J2EE, Adobe Flex, HTML, Ext Js, DHTML, XML, Java Script, CSS, JSP, Servlets, EJB. RDBMS – DB2, Oracle/Sybase/SQL server
8
Skills For Assistant VP, Apps Support Senior Analyst Resume
- Experience and familiarity with basic administration
- Experience with UNIX
- Experience with AIX
- Experience with Linux
- Experience
- Extensive years of experience with AIX
9
Skills For Apps Support Senior Analyst Resume
- Extensive years of experience with Linux
- Extensive years experience with AIX
- Extensive years experience with Linux
- Experience and knowledge of databases and data analysis tools such as SQL and Oracle
- SQL:1 - 3 years’ experience
- Excellent team builder and standout colleague
10
Skills For Jpn-csj-apps Support Senior Analyst Resume
- Assisting in the design and implementation of processes used to support proactive monitoring during peak volume
- Influencing & Persuasiveness: Influences, convinces or impresses others in a way that results in acceptance, agreement or behavioral change
- Messaging – JBoss Fuse, JMS, TIBCO EMS
- Working in a follow the sun support model
- Scheduling (e.g. cron, Autosys)
- Understanding of how own sub-function integrates within the function and commercial awareness
- Understanding of Shell / perl scripting. Ability to perform Level 1 investigation
- Working in multiple application support model is helpful
List of Typical Responsibilities For an Apps Support Senior Analyst Resume
1
Responsibilities For Jpn-csj-apps Support Senior Analyst Resume
- Classification and prioritization of BAU issues
- Deploying vendor’s window software to desktops and servers especially Pershing NetX360
- Support all aspects of Cash, MBS & PB trade and position flows including trader-sales matching and Trace reporting
- To provide direct application support to the Prime Brokerage businesses based on the trading floor in New York
- Provide a high level of customer service to our user group
- Ensure application test/checkout plans are update
- Acquire knowledge of the corporate SUN UNIX and Wintel PC desktop environment for application deployment and delivery
- Acquire knowledge of the CitiTech compliance management policies (CITMP)
2
Responsibilities For Assistant VP, Apps Support Senior Analyst Resume
- Help maintain and support applications and their operating environments, focusing on stability, quality, and functionality against Service Level agreements (SLA’s)
- Provide technical support for all phases of SDLC, including UAT test support, performance test support, production
- Manage major incidents that impact Citi’s clients and internal users to restore service in a timely manner
- Develop project plans with detailed breakdown of activities and milestones demonstrating an understanding of the projects’ interdependencies and key participants, and identifying staffing needs for training, and implementation
- Provides sound understanding of apps support concepts and principles and a basic knowledge of concepts and principles in other technology areas to identify and define necessary system enhancements; analyzes existing system logic; identifies problems; and recommends and implements solutions
- Interface with end users to diagnosis any problems related to NetX360, report and work with vendor and Citi’s Desktop Support, Network, Security, Architecture, Proxy, IE…groups to resolve all the issues
- Perform T+0 & T+1 position reconciliations
- Design, document and develop front line support tools for the Global Futures Production Services team with a focus on start up and checkout scripts
- Influence the enhancement of the FUTURES Middle and Back office applications with particularly attention to the Collateral Management systems
3
Responsibilities For Apps Support Senior Analyst Resume
- Ensure that the Worldlink system applications are available and supported in line with the defined system service level agreement
- It is a core, practical and “hands on” role, and expects a deep technical and business knowledge of messaging (JMS, TIBCO, Jboss Fuse, Solace etc.) and ETL tools (Ab Initio, IBM Data Stage, TALEND, NDM, etc.)
- Assist the business support team with Delta1 business inquires and issues
- Coordinate with other regional support teams, development teams, DBAs, network teams, and end users
- Create and maintain knowledge base to ensure that knowledge are shared
4
Responsibilities For Jpn-csj-apps Support Senior Analyst Resume
- Develop automated scripts/sqls for SOD/EOD/Releases checkouts, etc
- Provide assistance in incidents that impact Delta 1 applications
- Lead meetings with development teams to manage stability issues and initiatives to meet stability and efficiency goals
- Available for on call Support escalations out of business hours
- To provide additional support to the onshore support team for all business issues
- Perform impact analysis and lead comminution with senior business and technology partners
- Manage timely escalation of technology related incidents to Legal, Compliance and external regulatory bodies
- Opportunity to develop support and technical expertise to work in a diverse team with varied strengths that handles critical business/technology issues every single day
- Role requires becoming fully technically familiar with the entire GRU platform (currently 4 applications) in order to provide a world-class support service alongside the L2 support team
5
Responsibilities For Assistant VP, Apps Support Senior Analyst Resume
- Proactive improvement work (in terms of stability/effectiveness/efficiency) across the platform. Analyze the issues being raised against our applications and design, then implement or manage enhancements to prevent any future occurrences of these problems or issues
- It is a core, practical and “hands on” role, and expects a deep technical knowledge on UNIX platform hosting Oracle, Autosys, MQ, NDM, Web Services, TALEND, FUSE and upcoming latest technologies such as Open Shift, App Dynamics
- Start of day checks, continuous monitoring of application and underlying infrastructure
- Provide user and batch support for trade booking application ‘Finance Workstation’, ‘Positions’ and Risk application ‘Market Treasury’
- Work as a bridge between Business Users and Application Development teams, to drive incidents to resolution
- Citi has established a presence in Belfast in 2005 and continues to grow across teams. With reward and recognition based on performance merit, opportunities exist for staff with the ability and determination to have a rewarding career
6
Responsibilities For Apps Support Senior Analyst Resume
- Provide direct user support for critical Equities Risk system EQRMS
- To provide support for all EMEA Equities business issues
- To work with development teams to ensure change management process is handled and implemented correctly
- To work to create proactive solutions to ensure systems are resilient
- Opportunity to work with new and cutting edge technologies such as OpenShift/Docker/Kibana, and well as expanding skillset in established technologies such as TIBCO EMS/Oracle/Unix/Linux/Gemfire to name a few
- Provide 9x5 support for all applications in scope
- Provide on call support for business critical issues
- End to end responsibility for any outages to the production environment and applications
- Client and stakeholder Management - Manage and maintain relationships with colleagues and key stakeholders via effective and accurate delivery through regular clear and transparent communication
7
Responsibilities For Jpn-csj-apps Support Senior Analyst Resume
- Chance to work as part of a global team
- Work under extreme pressure with incomplete information
- Ensure near 100% availability of applications and associated infrastructure, as well as defining dedicated stability measures to design, test, and accomplish a material reduction in outages
- Work closely with second level support peers in Markets, Development, and the Commodities Business groups to settle strategy and priorities aligning teams to meeting the organization requirements. Ensure team delivers on these priorities and communicated progress effectively to all partners
- Build and maintain technical support documentation
- Participate in application releases deployment to production
- Opportunity to work with new and cutting edge technologies such as Cloud/MongoDB/Storm/Solace, as well as expanding skillset in established technologies such as TIBCO EMS/ Oracle/MS SQL/Linux/Weblogic/Gemfire/KDB to name a few
- Investigate and resolve incidents (standard and major), problems and change release activities at a global enterprise level. Calm and analytical when faced with major incidents on critical systems
8
Responsibilities For Assistant VP, Apps Support Senior Analyst Resume
- Performs controlled resolution of incidents and problems including prioritization and escalation to relevant groups and senior management resources when appropriate, root cause analysis of all problems with follow-through to resolution
- Own; Provide L1/L2 support for mission-critical Equities Cash High Touch applications
- Create and maintain a knowledge base to ensure that knowledge transfer takes place within the team. Liaise with business support teams and application development groups
- Correctly document and close each incident, Problem or any other task attended ensuring the accomplishment of the SLA
- Develop Domain Expertise in Citi’s Equities Production platforms
- Opportunity to work across with Equities APAC businesses in Citi
- Significant interaction with senior technology and business partners
9
Responsibilities For Apps Support Senior Analyst Resume
- Expand, modify and improve Citi Payment Insight system to test, maintain, and monitor systems and programs to support the corporate and retail banking businesses
- Ensure that the Citi Payments Insight applications are available and supported as defined in the system service level agreement
- Learn the fundamentals of the supported business areas and Translate business issues into technology requirements
- Effectively communicate and work well with infrastructure and supporting technology groups across the Big Data environment to drive problem resolution and service levels
- Provide input into support documentation and procedures
10
Responsibilities For Jpn-csj-apps Support Senior Analyst Resume
- Keeps users community satisfaction and quality service
- Ensure the quality of information documented in a Major Incident Record
- Understand the business structure and flows, business terminology
- Independent to find technical solutions and improvements to applications and its technical Production and Contingency environments
- HIGH sense of critically toward incidents and the impact to our customers
- Citi has 12,000 offices in 140 countries around the globe
- We have been around for nearly two centuries and over that time, have cultivated the world’s largest financial services network. Today, Citi is built on the experience of 200,000 employees
- Citi is deeply embedded in the financial services sector and is represented in nearly every asset-class
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