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Senior Application Support Analyst

Senior Application Support Analyst at Bridgevine Inc

Woodstock, GA


Authorized to work in the US for any employer

Work Experience

Senior Application Support Analyst

Bridgevine Inc
Atlanta, GA

November 2011 to Present

• Conduct various types of testing such as functional, regression, system integration (SIT), 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 Agile development methodologies, testing lifecycles, and validating application software enhancements and defect fixes.  
• Review software application requirements and specifications to ensure accuracy, compliance, completeness, and mitigation risk.  
• Perform initial debugging and troubleshooting by reviewing configuration files, xml/html logs and developer tools such as Firebug to determine the source of breakdown.  
• Design test scenarios and test cases to validate that new features were correctly implicated. 
• Execute SQL queries for data extraction, analysis, and documentation.  
• Works in various defect tracking software, such as Rally, Mingle, and Jira.  
• Participate in product design reviews to provide input on functional requirements, product designs, or potential problems.  
• Collaborate with Business Analysis, Product Owners, and Developers in investigating application/software bugs and deficiencies.  
• Leads team in triage, evaluation, and recommendation of short-term and long-term solutions to client(s) issues that been identified as development defect or bug.  
• Communicate application problems and resolutions to key stakeholders, management, and clients internally and externally.

Application Support Specialist

Bridgevine Inc

August 2008 to Present

• Manage all escalations from their creation to their conclusion by working directly with the business users, developers, and/or external partners on the resolution.  
• Support existing clients in the adoption of new features and working with the implementation team to bring newly launched clients smoothly into production environment.  
• Interact with IT, Development, and Operations department to ensure operational flow and stability within the company’s application and system.  
• Use a variety of tools such as Solarwinds and New Relic to monitor production stability and performance.  
• Identify and determine criticality of tickets submitted and engage responsible team members during business critical escalations.  
• Troubleshoot complex web application problems for both internal and external customers.

Operation Specialist/Senior Data Link Manager

United States Navy/TACTRAGRULANT

July 2004 to January 2008

• Provided support in both network-distributed synthetic training, as well as, live operational training. 
• 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.  
• Deployed to remote sites to install various equipment, such as switches, routers, VOIP, connectivity devices, as well as ensure all equipment was operable for upcoming training events.  
• Performed hardware/software updates and installations for all data link systems.  
• 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. Additionally was also responsible for training, evaluating, and reprimanding watch team.  
• Provided support in both network-distributed synthetic training, as well as, live operational training. 
• 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.  
• Managed all Data Link 11/16 and satellite operations. Responsible for the training of shipboard Operation Specialist to become qualified Tactical Information Coordinators (TIC). 
• 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

2012 to 2015

Operation Specialist


• Rally, Agile, SCRUM, SDLC, Solarwinds, Relic, Mingle, Jira, HTML, XML, JSON, Various browsers, Developer tools such as Firebug, SQL Server Management Studio, MySQL (8 years)

Military Service

Service Country: United States

Branch: United States Navy

Rank: Petty Officer Second Class

May 1999 to January 2008


Military Awards

Navy and Marine Corps Achievement Medal (3), Good Conduct Medal(2), National Defense Service Medal, Armed Forces Expeditionary Medal, Surface Warfare Specialist, Letter of Accommodation, Junior Sailor of the Quarter


Military Certifications

1999 to Present

-Operation Specialist “A” School 
-Track Data Coordinator Operator (TDC) 
-SSDS MK2 Basic Operator 
-SSDS MK2 Advanced Operator  
-Basic Instructor School  
-First Line Leadership 
-Force Protection Fundamental Training (FPFT) 
-Visit Board Search and Seizure Team Trainer (VBSS)

Additional Information

• 12+ years’ experience in Application/Technical Support  
• 6+ of years’ experience in quality assurance, data analysis, and business analysis of web and client/server application on an Enterprise platform. 
• Brilliant organizational skills, analytical abilities, and attention to detail 
• Excellent at conducting research and diagnosing complex issues regarding system performance, applications functionality, and integrated user interfaces.  
• Proven ability to learn new technologies and application functionalities 
• Strong ability to perform and multi-task under extreme pressure