Application Support Analyst Resume

PROFESSIONAL SUMMARY:

Motivated college graduate with a Bachelor’s Degree in Computer Information Systems seeking position in IT or Programming field. Projects from formal degree program and work as Application Support Agent have proven strengths in analysis, problem solving, technical troubleshooting, training and leadership skills, and a strong motivation to learn and grow and excel in this field.

INFORMATION TECHNOLOGY PROFICIENCIES:

Programming Language Proficiencies: C++, SQL, PHP, HTML5/CSS

Software Proficiencies: MS Visual Studio, MS Office, PHPMyAdminAdobe Dreamweaver, Adobe Flash CS6ServiceNow, Confluence, Confidential

WORK HISTORY:

Confidential

Application Support Analyst

Responsibilities:

Handling incoming work tickets through ServiceNow and providing customer support as needed based on procedural protocol;
Troubleshooting and analyzing issues at Tier 1 Level and Escalating to Tier 2 when necessary with proper information being provided to Tier 2 to assist in investigating the problem; handling incoming phone calls through Confidential and creating proper ticket documentation for all incoming calls and providing over the phone support when needed;
Tracking active ticket queue and assigning incoming tickets to all active agents ( Confidential );
Handling special Token Order tickets from customer companies and reaching out to appropriate reps to place and track orders as a go between for the customer and the manufacturer;
Confidential review of other agent’s tickets to fix any errors, close out inactive/resolved tickets and report findings to Senior Agents and Team Lead.

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