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Senior Application Support Analyst

Senior Application Support Analyst - Bridgevine Inc

Woodstock, GA


Authorized to work in the US for any employer

Work Experience

Senior Application Support Analyst

Bridgevine Inc

November 2015 to Present

• Create user stories and business requirement documents (BRDs) for e-commerce and web applications that support clients such as DirecTV, Comcast, Verizon, and AT&T. 
• Effectively communicate application problems and issues to internal and external key stakeholders including managers, directors, and senior executives. 
• Participate in executive meetings, provide existing and criticality of issues, as well updates and next steps for high priority issues. 
• Collaborate with product owners/managers, internal end-users, external clients and partners. 
• Lead weekly meetings and work with cross-functional teams such as Call Center Managers and Provider Account Managers covering production issues, as well as provide areas of the application where improvements can be made. 
• Assist with onboarding new clients, provide onsite support and act as a liaison between Clients and Development. 
• Support existing clients in the adoption of new features and working with the implementation team to bring newly launched clients smoothly onto the production environment. 
• Participate in product design reviews to provide input on functional requirements, product designs, or potential problems. 
• Proactively contribute in ongoing research of application and system issues which benefits product owners and project management with being able to rank and prioritize development workload as well as business needs. 
• Review software application requirements and specifications to ensure accuracy, compliance, completeness, and mitigation risk. 
• Design test scenarios and test cases to validate that new features were correctly implicated. 
• Interact with IT, Development and Operations, and other departments to ensure operational flow and stability within the company's application and systems.

Application Support Supervisor


October 2012 to 2015

• Manage all escalations from their creation to their conclusion by working directly with the business users, developers, and/ or external partners on the resolution. 
• Manage ticket system for local and remote users as well as create/maintain Issue Trak PowerPoint training and videos for users. 
• Identify and determine criticality of tickets submitted and engage responsible team member during business critical escalations. 
• Coordinate internal teams after critical business impacting escalations to determine root cause in accordance to SLA and to distribute a Root Cause Analysis (RCA) to internal and external parties. 
• Lead teams in triage, evaluation and recommendation of short-term and long-term solutions to client(s) issues that have been identified as a development defect or bug in application software. 
• Work in a variety of ticketing systems across multiple departments from beginning to end including, problem management, project management, defect management, and development. 
• Review and analyze XML/HTML in the user interface to troubleshoot, diagnose, and resolve issues.

Application Support Specialist


August 2008 to October 2012

Conduct various types of testing such as functional, regression, system integration (SIT), user acceptance (UAT), load/performance, security, browser compatibility, and performance testing. 
• Participate in production releases with cross-functional teams to ensure all the related information are gathered to successfully deploy patches and application releases with minimum disruption to customers. Participate in Software Development Life Cycle (SDLC) including testing methodologies, testing lifecycles, and validating application software enhancements and defect fixes. 
• Review and analyze XML/HTML in the user interface to troubleshoot, diagnose, and resolve issues. 
• Use a variety of tools such as Solarwinds and New Relic to monitor system performance and stability. 
• Troubleshoot complex web application problems for both internal and external customers.

Operation Specialist/Senior Data Link Manager

United States Navy

May 1999 to January 2008

• Acted as military liaison between technical simulated (SIM) community and operational participants who frequently do not comprehend the technical capabilities and limitations in synthetic training. 
• Responsible for inventory control, deployment matrix spreadsheets, and official correspondence regarding network procedures. 
• Supervisor in Combat Information Center and responsible for surface watch team consisting of eight personnel. 
• Implemented and employed standard operating procedures for Multi- Link System Test Training Tool (MLST3), Common Connectivity Device 11/16(CCD 11/16), Gateway Manager (GWM), Air Defense Systems Operator (ADSI).


Bachelor of Science in Information Technology

Colorado Technical University

May 2015


HTML (9 years), XML (9 years), SDLC (4 years), SOLARWINDS (4 years), JSON (Less than 1 year), Ecommerce (9 years), Agile (5 years), Quality Assurance (9 years), Supervisor (6 years), Analytics (5 years), Technical Support (9 years), Technical Writing (9 years), SAAS (9 years), B2B (9 years)

Additional Information

• 12+ years' experience in Application/Technical Support 
• 9+ years 'experience supporting enterprise applications in ecommerce, SaaS, PaaS, and B2B 
• Communicates effectively in verbal and written formats with technical and non-technical individuals and groups 
• Brilliant organizational skills, analytical abilities, and attention to detail 
• Proven ability to learn new technologies and application functionalities 
• Strong ability to perform and multi-task under extreme pressure 
Technical Skills: 
• Operating systems: Windows […] 
• Rally, Agile, SCRUM, SDLC, Solarwinds, Relic, Mingle, Jira, HTML, XML, JSON, Various browsers, Developer tools such as Firebug, SQL Server Management Studio, MySQL