Lead Support Analyst Resume Sample
Pedro Bartell
39218 Davis Summit,
Dallas,
TX
+1 (555) 834 5837
Work Experience
IT Lead Support Analyst
05/2018
-
PRESENT
San Francisco, CA
- Change larger amounts of data when required using standard Eaton processes
- Perform Queue and ticket Management based on Eaton’s ITIL process
- Work with other support team members as necessary (e.g. SD, MM, PP) to solve problems and to ensure an integrated system solution
- Lead customer service and support processes for digital support ensuring professional interface with users, timely resolution of issues and stakeholders needs and expectation are met
- Drive the adoption of users in the adaptation of core processes and technologies, manage the delivery of digital technology services at a benchmarked first contact resolution level using remote support, and ensure the delivery of end users training and education services
- Monitor and analyse all resolutions provided to close calls/inquiries and review all related support documentation to ensure they are updated, incorporated changes are implemented and that customer experience and expectations are continually met and enhanced
- Prepare, analyse and report on operational performance and implement strategies for continually improving the delivery of customer support services
Lead Support Analyst
06/2014
-
03/2018
Chicago, IL
- Implement and monitor reviews of functional specification documentation and processes for software changes identified
- Build strong working relationships with key stakeholders, drive operational excellence and continuous improvement for application portfolio while fostering a collaborative, innovative, agile and results driven team environment
- Manage and develop a high performance team, aligned to the core values of integrity, collaboration, excellence and a customer first attitude, through effective leadership, support and feedback
- Understand how the organization’s applications interact with different systems and business processes to ensure they operate smoothly
- Oracle Workflow, OA Framework and other APPS specific technologies
- Manage overtime worked by subordinates to ensure cost effective operations in area of responsibility
- Knowledge of basic I.T. principles, including relational databases, operating system environments (Windows and Unix), procedural and object oriented programming languages
SAP Fico Support Lead Analyst
03/2010
-
01/2014
San Francisco, CA
- Analytical problem diagnosis and resolution skills
- Work in most phases of applications systems as it relates to analyzing and testing using a number of tools
- Provide guidance to UBM’s governance boards to drive the roadmap in support of the ‘Events First’ strategy and involvement in implementing all aspects of approved projects
- Develops procedures and documentation for applications support. Advises on application security, licensing, upgrades, backups, and disaster recovery needs
- Reviews and maintains the service compliance of all IT and service assets in line with business and regulatory requirements involving knowledge of financial and technical processes, tools and techniques
- Assesses, analyses, creates, documents, presents and implements changes based on requests for change
- Manages the prioritization and diagnosis of incidents according to agreed procedures. Investigates causes of incidents and seeks resolution. Manages the escalation of unresolved incidents. Coordinates recovery, following resolution of incidents. Manages the documentation and closure of resolved incidents according to agreed procedures
- Carries out agreed operational infrastructure procedures, including configuration, installation and maintenance. Contributes to maintenance, installation and problem resolution. Uses standard procedures and tools to carry out defined requirements
Education
Waynesburg University
2006 - 2010
Bachelor's Degree in Computer Science
Professional Skills
- Experience in IT support or deployment experience working across multiple platforms or specialty areas
- Experience writing technical documentation or standard operating procedures related to IT technical support or deployment
- Experience working with third party IT vendors
- Experience working with third party IT vendors and/or software/hardware suppliers
- Experience working with Enterprise Oracle OBIEE platform
- IT experience in a support or operations environment working with PC or client/server platforms and/or hardware
- Providing advanced support for the GMI application and primarily act as an issue manager for client inquiries
How to write Lead Support Analyst Resume
Lead Support Analyst role is responsible for travel, software, retail, finance, training, integration, wireless, design, digital, automation.
To write great resume for lead support analyst job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Lead Support Analyst Resume
The section contact information is important in your lead support 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 Lead Support Analyst Resume
The section work experience is an essential part of your lead support 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 lead support 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 lead support analyst position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Lead Support Analyst resume experience can include:
- Excellent applied knowledge and understanding of ICT service delivery practices, standards and technologies in an enterprise grade computing environment
- Analyse financial requirement for area under control and assist line manager with relevant information required for the annual budgeting process
- Thorough functional knowledge of ETD products: futures and options. Exposure to ETD Clearing Houses and Exchanges
- Assists in investigation and resolution of network problems. Assists with specified maintenance procedures
- Undertakes and reviews actions to investigate and resolve problems in systems, processes and services. Assesses problem fixes/remedies. Assists with the implementation of agreed remedies and preventative measures
- Uses system management software and tools to collect agreed performance statistics. Carries out agreed system software maintenance tasks. Prepares and maintains operational documentation for system software
Education on a Lead Support Analyst Resume
Make sure to make education a priority on your lead support analyst resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your lead support 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 Lead Support Analyst Resume
When listing skills on your lead support 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 lead support analyst skills:
- Capable of understanding client needs and translating this into products and services
- Thorough understanding of SDLC process and ITIL framework - Incident and Problem Management, Release Management, Risk Management
- Track record of influencing senior IT stakeholders and business partners
- Knowledge of at least 2 of the following functional areas
- Logically analyse and breakdown information from various sources to identify the right direction to resolve issues
- Willingness and persistence to investigate unfamiliar areas. Document and publish exceptional/unique cases
List of Typical Skills For a Lead Support Analyst Resume
1
Skills For IT Lead Support Analyst Resume
- Excellent time management skills to effectively manage changes in priority between projects, implementations, and daily support issues
- Identifies recurring problems and escalates to senior staff for prioritization
- Solve complex issues, good at problem statement analysis and solution design thinking
- Experience in a leadership role with or without
- Lowe's Operations experience
- Experience in a leadership role with or without direct reports
- Experience with ITSM standards and processes
2
Skills For Lead JCL Appl Support Analyst Resume
- Experience with mobile devices includes: BlackBerry, iPhone, Android, iPad and Surface Pro’s
- Experience in advanced (e.g. Tier 2 or Tier 3) software support and development
- Three years’ experience in an IT Support role
- Performs tracking and documentation by entering details of problems, status of service requests, and resolutions into the company tracking system
- Responsible for owning the support of the core application within the Exchange Traded Derivative business – GMI
3
Skills For SAP Fico Support Lead Analyst Resume
- Analyzes metrics and makes recommendations to improve
- Highly customer focused and managing accounts of large global and local financial institutions, researching and presenting technical solutions to business problems, issue resolution, gathering requirements for new development requests, and production support of our hosted GMI environments/systems
- Maintain and develop business relationships with internal and external clients, product vendor (FIS) and Futures exchanges
- Automation and efficiency Improvement : A person who is passionate about the new tools and processes ( ITIL, DevOps, Agile) and adopt them in the working environment to increase the efficiency and effectiveness
- Ideally 10+ years' experience in GMI application suite - GMI is a leading back-office clearing and accounting software solution used by futures commission merchants (FCMs), banks and brokerage firms
- Preferably 10+ years' experience managing applications on IBS AS/400 iSeries operating system environment – IBM System iSeries is IBM's previous generation of midrange computer systems for IBM i users, and has been subsequently replaced by the IBM Power Systems in 2008 – iSeries expertise is in limited supply, as it is an older technology
- Confident communicator that can explain technology to non-technical audiences
4
Skills For Lead Help Desk / On-site Support Analyst Resume
- Liaises as the routine contact point, receiving and handling requests for support. Carries out a broad range of service requests for support by providing information to fulfill requests or enable resolution. Investigates in order to provide diagnosis and allocates unresolved issues as appropriate. Contributes to creation of support documentation
- Provides guidance in defining access rights and privileges
- Investigate budget variances and give input for monthly budget variance report
- Handles support calls received from store and Customer
- Dispatches equipment and/or service vendor to store
- Facilitates the implementation and maintenance of complex business and enterprise software solutions to ensure successful deployment of approved solutions
5
Skills For Oracle EBS Lead Support Analyst Resume
- Provide incident management support to resolve environmental outages and coordinate escalation as necessary to appropriate resources (e.g., support team, vendor)
- Monitors resolution of problems to achieve closure
- Supports systems integration testing (SIT) and user acceptance testing (UAT) by providing insight to testing teams in order to ensure the appropriate depth of test coverage
- Collaborates with architects and/or software consultants to ensure functional specifications are converted into flexible, scalable, and maintainable solution designs
- Collaborates with IT teams (e.g., Operations, Infrastructure, Architecture, Engineering, Business Analysts) and key business partners to troubleshoot environments and applications
- Coordinates meetings with multiple vendors to resolve service failures or issues
- Practical Execution Management
6
Skills For Lead Digital Support Analyst Resume
- Drive and Belief in the cause
- High level capabilities in analysing, deploying an monitoring strategies related to the continuous improvement of ICT service, including facilitating technological change
- Experience in IT support or deployment
- Responsibility to ensure stability, continuity and availability of the application, in addition to providing rapid response to incidents and escalated user queries Provide L1 & L2 support for Derivatives Coordinate and perform deployment, installation, configuration, troubleshooting, maintenance and support for production and non-production environments
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