Software Support Analyst Resume Sample
Coy Roob
339 Jessie Crest,
Detroit,
MI
+1 (555) 685 8705
Work Experience
Software Support Analyst, Associate
04/2017
-
PRESENT
Houston, TX
- Document issues within Ellucian’s tracking system and follow issue progress through resolution
- Document issues and solutions within Ellucian’s tracking system and follow issue progress through resolution
- Actively contribute and work to improve customer self-help through the publication of technically and funcitonally accurate knowledge base articles
- In depth knowledge of Oracle RDBMS and/or Application Server products
- Manage and track escalations to higher support levels and escalations to development team
- Manage adherence to SLA commitments and deviations. Use Customer Service Software tools to monitor, prioritize and deliver support services
- Participate in software testing during the release cycle
- Support multiple versions of the software
Software Support Analyst
12/2013
-
11/2016
Chicago, IL
- May require occasional travel to the field sites
- Requires participating in 24x7 rotation with other team members to respond to critical system support requests
- Work with the commercial team to manage and distribute licensed software to customers
- Create and distribute activity reports
- Work assignments carried out to the highest quality level
- Know and understand Weatherford Quality Policy and comply with all requirements of the Quality Systems Manual, Operating and Technical Procedures and Workplace Instructions
- Must understand and comply with all safety rules and company policies of Weatherford
- Proactively manage the eCRM queue of customer support issues
- Engage customers to collect problem definition, provide comprehensive case updates with detailed technical descriptions
Technical Software Support Analyst
08/2011
-
08/2013
New York, NY
- Plan and organize initial contact activities to ensure Action Line’s Service Level Agreement Objectives are met
- Work with customers through preliminary diagnostic procedures to validate reported issue, determine source, and gather any relevant logging
- Monitor multiple case tracking systems to guide the progression of client issues with cross-divisional ownership; act as an information liaison to ensure cases are escalated as necessary, customers are provided consistent and meaningful status updates, and Action Line technical staff receive cross organizational feedback
- Review cases to differentiate between in-scope maintenance issues and non-scope billable opportunities, route customers to the appropriate materials, stakeholder(s), team(s) and/or queue(s)
- Prevent duplicate efforts by analyzing incoming case volume for thematic issues
- Ensure proper follow-up is performed once cases are resolved
- Experience in a Level 0-1 customer service capacity
- Technical awareness: ability to identify critical issues appropriately
Education
Franciscan University of Steubenville
2006 - 2010
Bachelor's Degree in Computer Science
Professional Skills
- Strong organizational skills and time management, the ability to prioritize multiple tasks and meet deadlines
- Be able to communicate and present complex issues and analyses in an effective manner using excellent written and verbal communication skills
- Broad experience in software analysis or software development and problem solving skills
- Strong analytical skills with basic accounting knowledge
- Excellent and written and verbal communication skills
- Strong analytical skills, with the ability to analyze product or process and make recommendations for improvement
- Strong soft personal skill i.e. team player, quick leaner, ability to adapt quickly and effectively etc
How to write Software Support Analyst Resume
Software Support Analyst role is responsible for analytical, software, database, customer, technical, web, troubleshooting, interpersonal, sql, resolve.
To write great resume for software support analyst job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Software Support Analyst Resume
The section contact information is important in your software 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 Software Support Analyst Resume
The section work experience is an essential part of your software 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 software 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 software support analyst position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Software Support Analyst resume experience can include:
- Excellent listening skills and the ability to ask probing questions
- Effectively handle demands from multiple internal/external customers and the pressures from competing priorities
- Excellent communication (written and oral) and best in class interpersonal skills
- Excellent written and verbal communication skills with ability to communicate in both technical and non-technical language with customers and co-workers
- Experience with Web Browser Developer Tools (e.g. Fiddler), C# skills, and
- Organised and methodical, ability to manage own workload and prioritise effectively
Education on a Software Support Analyst Resume
Make sure to make education a priority on your software 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 software 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 Software Support Analyst Resume
When listing skills on your software 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 software support analyst skills:
- Strong customer service orientation and experience with excellent communication skills
- A strong understanding of web based technology including browsers and the - - Internet Demonstrated diagnostic skills
- Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced environment
- Excellent communication skills, both verbal and written. Comfortable leading interactive WebEx sessions with clients to troubleshoot problem areas
- Strong interpersonal skills to work with multi-cultural colleagues, partners and customers
- Excellent fluent English verbal and written skills (At least one additional European language to Fluent/C2 level is a requirement for European based role)
List of Typical Experience For a Software Support Analyst Resume
1
Experience For Line Software Support Analyst Resume
- Interpersonal communication skills; active listening and customer-care
- Intermediate experience with web troubleshooting tools (web debugging proxies, browser consoles, shared remote control solutions, RESTful API debugging tools)
- Solid understanding of Academic Advising in Higher Education
- Very good knowledge of SQL Server database
- Very good knowledge of C# .Net / ASP .Net
2
Experience For Software Support Analyst, Associate Resume
- Sound experience in L3 support
- Experience in client interface
- Intermediate experience with Android and iOS mobile platforms and applications
- Experience with implementation of comprehensive, enterprise-level information management systems
- Experience with administration, implementation and/or modification of Ellucian Banner, particularly Banner Student
- Understanding, narrowing and defining the scope of clients concerns in terms of stating the problem and understanding it’s scope
- Working knowledge of relational databases including SQL queries and Stored Procedures
- Working independently as needed and also as an active, contributing member of the team
- Working knowledge of a variety of technical diagnostic utilities
3
Experience For Technical Software Support Analyst Resume
- Managing the company helpdesk software and associated processes
- Suggesting improvements to software systems and processes within the company
- Developing weekly and monthly reports on help desk performance
- Taking direct ownership of software related issues through our case management system, WebChat and phone
- Assist in researching new software packages, working with users on evaluating and determining feasibility of new software applications
- Responsible for setting up, testing and maintaining software on both workstations and the network
4
Experience For Software Support Analyst, Senior Resume
- Exposure to various kinds of job / process monitoring, raising failure alerts and handling such failures
- Sets up lab environments to conduct testing and reproduce issues. Verifies issue resolution by creating & executing software test plans and documents results
- Completion of technical training in software, data processing, or a related field acquired from a vocational, military, or industrial setting
- Actively contributing and working to continually improve customer self-help through the publication technically accurate knowledge base articles
- Deductive reasoning as well as the ability to research and resolve problems using a variety of resources and tools
- Conduct training classes for specialty software packages, work with Help Desk staff to develop appropriate training materials, train the trainers
- Installation and preliminary testing of software upgrades, work with users on “beta” testing and pilot programs
5
Experience For FBO Software Support Analyst Resume
- Work with vendors on troubleshooting problems and determining system requirements and limitations
- Work as a consultative partner to the customer-building rapport and providing direction
- Exposure to analyzing log files for job failures and fixing the issue
- Assist clients with resolving technically complex software issues related to payroll and scheduling
- Accept and log all calls coming into the IT Support Desk using Support Works Database
- Troubleshoot trading related issues by investigating client/server log files
- 4Provide scripting and programming support
- Proficiency in at least one of the following programming language (C, C++, Java)
- Where a code fix is required, liaising with the developers and testers as necessary to ensure the fix is developed, tested and confirmed as working correctly
6
Experience For Associate Software Support Analyst Resume
- Familiarity with troubleshooting Java-based applications
- Familiarity with Automic job scheduling and workload automation
- Familiarity with programming in Java or Groovy/Grails
- Linux (command line) – Able to use advanced Linux commands for troubleshooting, OS configurations and software deployments
- Responsible for troubleshooting software application problems
7
Experience For Software Support Analyst, RTS Apprenticeship Resume
- Provide proactive and reactive customer support to both our B2B and Consumer customer product base via multiple channels including email, phone and forums
- Act as primary escalation point in the team owning the customer reported problem until satisfaction is ensured
- Assist with usability testing of our products
- Assist in training our Partners and direct customers to deliver Tier 1 Support
- Have an aptitude for working with computer applications, web based solutions and mobile devices
8
Experience For Financial Planning Software Support Analyst Resume
- Mobile Device knowledge required across the main mobile and desktop platforms, including but not limited to: iOS, Android, Windows
- Full clean driving license in your country of work (UK/EU, US etc.)
- Write customer facing technical documentation for products and services
- Possess the ability to learn, retain, and apply new/existing information and new products
- Work independently as needed and as an active, contributing member of a team
- Clearly documenting issues, recommendations, requests and next steps throughout the case lifecycle in Ellucian’s case management system
- Some knowledge of Trading
- Work on special projects to improve operating efficiency of technical/applications support
9
Experience For Geospatial Software Support Analyst Resume
- Serves as a resource for FAs in designing a retirement plan analysis for clients and prospects that meets their overall retirement needs and goals
- Manage and log incoming support calls
- Commitment to exceeding client expectations
- SQL database management, deploying web-based software or system administration is an asset, but not required
- Resolves customer inquiries by responding to telephone calls and email requests for technical, application, and deployment support
- Coordinate technical resources and communicate to both business and technology communities during production issues
- Respond to incoming phone call, e-mail, and chat escalations
- Guide customers through the troubleshooting process
- Familiarity with central station business operations and alarm processing
10
Experience For Accounting Software Support Analyst Resume
- 6Identify cause of problem reported by debugging VB, C#, XML, SQL, HTML /Scripts if necessary correct them or report them to the developers
- Knowledge of Windows programming environment
- Some knowledge of Insider Trading / Market manipulation applications
- Advanced knowledge of mortgage lending
- Familiarity with GSEs and mortgage related settlement services Basic knowledge of Secondary Marketing
List of Typical Skills For a Software Support Analyst Resume
1
Skills For Line Software Support Analyst Resume
- Strong/Proven customer service orientation and experience
- Providing in-depth support to Ellucian clients using troubleshooting and problem solving skills to resolve application issues
- Self-motivated, pursues training/development opportunities, continuously builds skills
- Oracle Fusion Middleware or Oracle Database administration skills on at least 2 of the following platforms: Windows, Solaris, or Linux
- Effectively manage and document all support related components of a project
2
Skills For Software Support Analyst, Associate Resume
- Demonstrated experience with workflow development and execution
- HTML/Web skills would be an asset
- Work reliably and effectively in a team
- Effectively communicate and coordinate with peers and Management when required
- Speak effectively in interpersonal situations
- Proficient PC skills Microsoft Office, Visio, Graphics , with the ability to learn new software
- Reproduce, document and demonstrate customer experienced issues for escalation to level 3 support, product or project management and development
- Critical thinking, analytical skills, creativity, judgment and logic
- Proven experience with problem identification and resolution
3
Skills For Technical Software Support Analyst Resume
- Proven experience in researching and resolving client issues
- Team-oriented individual who values opportunities to build the skills and capabilities of others, and a real desire to improve customer success
- Understanding and experience with Windows desktops including IE browsers
- Working experience with Jenkins or similar CI technologies
- Accounting knowledge, education and/or experience with GAAP principles
- Experience working in a technical analyst capacity providing enterprise level support
- Experience working with the tools and protocols surrounding web applications (web server administration, html, etc.)
4
Skills For Software Support Analyst, Senior Resume
- Software testing and troubleshooting experience
- Experience in IT, Engineering, or BIM/CAD role. Preferable to currently be in the Engineering, Architectural, or Construction industry
- Microsoft MCP certification(s). Software packaging experience using Admin Studio and/or Microsoft System Center Configuration Manager (SCCM)
- Deliver outstanding customer service, demonstrate professionalism while maintaining composure in stressful situations
- Three to Five (3-5) years of software support, testing and/or troubleshooting experience
- Excellent debugging /knowledge of VB, SQL, HTML5, JavaScript, PowerShell, TypeScript and AngularJS
- A good understanding of Windows 7, 10
- Experience with networking components, TCP/IP, and ODBC is helpful
5
Skills For FBO Software Support Analyst Resume
- Curious about how things work & demonstrates creativity in problem solving
- Experience with manufacturing would be ideal
- At least four years of experience in software support including one year in a leadership capacity
- Knowledge and experience with Microsoft back office products, including Windows Server, SQL Server, IIS (Internet Information Service)
- Experience working within a support helpdesk
- Experience troubleshooting issues on mobile applications (iOS and Android)
- Experience troubleshooting issues on web applications
- Good understanding of MS Office applications
6
Skills For Associate Software Support Analyst Resume
- Previous experience of customer service systems and reporting (Freshdesk/Zendesk an advantage)
- Experience in Windows administration, call center support role, computer administration, and any type of structured programming
- Experience working with Cornerstone OnDemand products
- Experience in debugging issues particularly related to data load processes
- Experience of working with clients in international geographies - Europe / APAC
- Ensures effective and persevering completion of contractual requirements to finish and report on computer health check and status
- Experience in a customer-facing role, particularly as a technical support analyst or consultant
7
Skills For Software Support Analyst, RTS Apprenticeship Resume
- Experience in SCADA, Data Analytics, BI
- Experience in CygNet, LOWIS or similar software
- Experience with helpdesk/support systems
- Track and prioritize open support issues
- The ability to multitask and prioritize under pressure
- Automotive dealership experience
8
Skills For Financial Planning Software Support Analyst Resume
- Good Awareness of product offerings - Vocollect, Symbol, Intermec, LXE, Zebra, Printronix
- Experience in an application support , operations, systems administration, or related role required
- Experience with technical support ticketing and chat systems
- Professional software support experience
- Technical support experience with Aviation or Transaction Software
- Guiding, advising and coaching other team members and our customers on issue and problem resolution
- Understanding of basic Networking Concepts such as IP addressing, Firewalls, Internet Security
9
Skills For Geospatial Software Support Analyst Resume
- Improving support procedures and practices regarding how problems are identified, received, documented, distributed, and resolved
- Dealing with technical support issues, where necessary, connecting remotely to customer systems to fact-find and resolve them wherever possible
- Establishing best practices in support processes and driving improvements as agreed
- Managing the full lifecycle of a defect and ensuring its tracked internally
- Being involved and promoting the product’s knowledge retention activities
10
Skills For Accounting Software Support Analyst Resume
- Working knowledge of file handling and FTP
- Providing technical support for both desktop and web based software products hosted on premise at customer sites
- Ensuring customer service is timely and accurate on a daily basis
- Managing multiple customer SLAs
- Coordinating the deployment of fixes to customer servers
List of Typical Responsibilities For a Software Support Analyst Resume
1
Responsibilities For Line Software Support Analyst Resume
- Working with fellow team members to ensure that creative problem solving methodologies and techniques are used. Ie ability to ‘think outside the box’ when solving database problems
- Track user feedback on the customer’s web-based geospatial application. Maintain a database of trouble tickets and provide regular data analysis and reporting on open tickets, Defect Reports (DRs), and enhancements
- Maintaining a strong understanding of the Cornerstone OnDemand applications and keep up-to-date on new and enhanced functionality
- BA/BS preferably in Business or Computer Science, or equivalent experience
- Understand and demonstrate a basic knowledge of other RJ systems as well as other third-party vendor applications, such as Morningstar and Hidden Levers
- Previous experience as a customer support or technical support environment
- Software support experience
- Work with customer to identify and resolve problems related to application configuration, data posting, filtering, and extraction, integrations, etc
- Monitor and maintain systems hosting the product deployment
2
Responsibilities For Software Support Analyst, Associate Resume
- Work with both internal and external teams regarding customer systems
- Develops and leads the education and training for the end user “Financial Advisers and Sales Assistants/Branch Professionals”
- Meet SLAs, multi-task, and work well under pressure and changing environments
- Knowledge of Microsoft Operating Systems, File Permission’s C/C++, Active Directory
- Familiarity with networking and Internet protocols
3
Responsibilities For Technical Software Support Analyst Resume
- Work closely with Product Management and Engineering for escalation issues
- Provide training on software issues and solutions to users
- On occasion, attend client sites to assist with specialist support issues and training as required
- Works well with others and can foster a team approach for solution development
- Work in a fast-paced environment, work on multiple projects, multi-task, define deliverables and meet established deadlines
4
Responsibilities For Software Support Analyst, Senior Resume
- Contributing as an active member of the Ellucian customer success team by providing open and honest feedback to others, supporting the rest of the team and creating an environment of optimism and achievement
- Understanding of client business processes to handle problem recognition, research, isolation, resolution and follow-up for unique user problems. Independently deals with complex problems
- Advanced Customer service skills including ability to build positive relationships with employees and managers
- Knowledge of the fundamentals of operating systems, databases and PDM software
- Work in an accurate and structured way
- Highly motivated, reliable and self-directed
5
Responsibilities For FBO Software Support Analyst Resume
- Prepare statistical reports on application utilization
- For database applications, responsible for designing database queries, reports and forms and assisting users with general database questions including imports, exports and integration with other software applications
- Monitor application software for problem performance
- Prepare documentation for users and IT staff, train and monitor support staff on administrative procedures
- Provide high level support to the help desk and users in a fast and courteous manner
- No direct supervisor responsibility unless assigned to special projects
- Experience with installing and maintaining applications both on local pc’s and in a network environment. Experience in setting up and administering databases. Experience with SQL administration and Windows OS Administration
- Determine the nature and specific symptoms of the reported problem
- Create and maintain online product support content, including FAQs, documentation and self-help material, adding and editing content as appropriate in English, French, German
6
Responsibilities For Associate Software Support Analyst Resume
- Become the subject matter expert to assist customers through issues with implementation, set-up and use of ALK products
- Engage peers, supervisors and cross departmental experts to assist customers with issues as needed
- Provide high level details of customer problems with reproducible steps to aid QA and development with resolution
- Utilize lessons learned to recommend QA tests for future consideration
- Identify, document and escalate potential product enhancements
- Handle customer service situations in a professional manner and maintain customer satisfaction as a primary goal
7
Responsibilities For Software Support Analyst, RTS Apprenticeship Resume
- Create ad-hoc material in response to outages or technical issues
- Other customer and partner support tasks as determined by ALK management
- A positive, pro-active attitude to work and a passion for continuous improvement is essential
- Provide technical support services to internal and external customers
- Communicate with customers in a professionally and proactively
8
Responsibilities For Financial Planning Software Support Analyst Resume
- Perform technical analysis and provide support for issues related to Ex Libris’ products and services
- Primary point of contact for customer support queries
- Proactively manage customer expectations in line with the company’s SLA
- Ensure critical issues are escalated and documented as per outlined processes
- Results oriented and energetic
- Develop knowledge base articles (FAQs) based on customer interactions and customer base needs
- Effectively managing multiple concurrent support cases, providing timely responses to clients and following through to achieve effective and timely case resolution
- Authoring and publishing technically and functionally accurate knowledge base articles in Ellucian’s support tracking system that provide clear, specific instructions to enable increased client self-help
9
Responsibilities For Geospatial Software Support Analyst Resume
- Adapt and learn quickly in fast-paced environment
- Take initiative and follow through on commitments to clients
- Work closely with Business/Support Analysts to resolve customer issues
- Determine failure of automated jobs and provide manual intervention to restart failed jobs
- Provide technical analysis of issues reported by the customer
- Work on L2 defect fixes and small work orders
10
Responsibilities For Accounting Software Support Analyst Resume
- Respond to client requests within the defined SLA
- Data analysis / “algorithm” development. This is the tuning of the calculations in the SWIN system to ensure that automated susceptibility results match the manual results to within defined limits
- SWIN systems problems investigation (customer complaints and issues identified internally)
- Software tools development and systems support. Application Program suite, Brief Generation and Plate file generation
- Plate file support. Plate file sets are sets of text files that create the records in the SWIN database required for the reading and results reporting of each plate type
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