Application Support Analyst Resume Sample

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James Davies

Application Support Analyst

Proactive IT professional ensuring seamless application performance and user satisfaction.

[email protected]
+44 7911 123456
linkedin.com/in/jamesdaviesuk

Highly dedicated and results-oriented Application Support Analyst with over 6 years of experience in delivering robust technical support and optimising system functionality. Proven expertise in incident management, root cause analysis, and collaborating with development teams to resolve complex software issues. Adept at leveraging SQL for data analysis and troubleshooting, and proficient with ITIL best practices to enhance service delivery. Committed to improving user experience, reducing downtime, and contributing to the stability and efficiency of critical business applications. Seeking to apply advanced problem-solving skills and technical acumen in a challenging new role.

Education

University of Manchester

Bachelor of Science (BSc) (September 2014 to June 2017)

Focused on software development methodologies, database management, and network infrastructure. Completed a final year project on developing a web-based inventory management system using Python and Django.
Work Experience

Tech Solutions UK Ltd. - London, UK

Application Support Analyst July 2019 to Present 7 years

Provided 2nd and 3rd-line support for a suite of critical business applications, resolving complex incidents and service requests with an average resolution time 15% faster than team average.
Managed and monitored application performance using tools like Dynatrace and Splunk, proactively identifying and addressing potential issues before user impact.
Performed root cause analysis for recurring problems, implementing permanent fixes and collaborating with development teams to deploy patches and enhancements.
Developed and maintained comprehensive support documentation, knowledge base articles, and user guides, reducing common query resolution time by 20%.
Utilised SQL extensively for data extraction, manipulation, and troubleshooting database-related application issues.

Global Innovations PLC - Manchester, UK

Junior IT Support Technician August 2017 to July 2019 2 years

Delivered 1st-line technical support to internal users for hardware, software, and network issues, achieving a 90%+ first-call resolution rate.
Configured and deployed new workstations and mobile devices, ensuring adherence to company standards and security policies.
Assisted in the maintenance of server infrastructure (Windows Server) and active directory user accounts.
Provided basic training to new users on standard operating procedures and common application usage.
Key Projects

Automated Daily Health Check Script

Lead Developer & Implementer (January 2022 to March 2022)

Developed a PowerShell script to automate daily health checks for critical applications, including service status, log file errors, and database connection tests. This reduced manual effort by 70% and improved proactive issue detection.
Certifications

ITIL v4 Foundation

AXELOS Global Best Practice (October 2018 to Present)

Certified in the foundational principles and practices of IT service management.

Microsoft Certified: Azure Fundamentals (AZ-900)

Microsoft (May 2021 to Present)

Demonstrated foundational knowledge of cloud services and how those services are provided with Microsoft Azure.
Technical Skills
  • SQL
  • ITIL Framework
  • ServiceNow
  • Jira
  • Windows Server
  • Linux OS
  • PowerShell Scripting
  • Cloud Platforms (Azure/AWS)
  • Networking Fundamentals
  • Application Monitoring (Splunk, Dynatrace)
  • Microsoft Office Suite
  • Troubleshooting & Diagnostics
Langauges

English

Native
Personal Info

Location

London, UK

Nationality

British

Marital Status

Single

Notice Period

4 weeks

Gender

Male

Date of Birth

1995-03-15
Activities & Interests
Traveling
Gardening
Shopping
Baking
Ice Skating
Personal Skills

Problem-Solving

Communication

Customer Service

Team Collaboration

Adaptability

Time Management

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