Software Application Support

Eugene Kwan

Mississauga, ON, Canada

Telephone: 416-***-****

E-mail: **********@******.******.**

EMPLOYMENT OBJECTIVE:

To obtain a Software Support Analyst or similar position that leverages my existing skills, training, and experience while acquiring new skills and knowledge throughout the employment process. QUALIFICATIONS:

- Achieved the CompTIA A+ (Certified Computer Technician) and CompTIA Network+ (Certified Network Technician) certifications.

- Hands-on experience troubleshooting and maintaining computer systems and software (i.e. POS hardware and software, IP telephone systems, VPN, Citrix, Active Directory, anti-virus software, wireless networks, network connectivity, password resets, databases, CMS software).

- Proficient in troubleshooting MS products (i.e. Windows OS, Office).

- Participated in several projects involving the business analysis process within the SDLC (Software Development Life Cycle), including requirements elicitation, business analysis planning and monitoring, and requirements management and communication.

- Proficient in using IT ticketing and related troubleshooting reference tools such as JIRA, BMC Service Desk, ServiceNow, Confluence, Sales-Force, and Share-Point.

WORK EXPERIENCE:

AJB Software Design Inc.\VeriFone Inc. (Mississauga, ON) Cloud Application Support Analyst II (2022-2024)

Cloud Application Support Analyst I (2017-2021)

Application Support Analyst (2014-2016)

- Provided application support of company’s transaction processing software products across different corporate and cloud environments.

- Participated in client reported, real-time and after-hours support of reported transaction processing issues in corporate and cloud environment.

- Troubleshooted and examined application logs, POS logs, SQL queries, and other debug logs to identify bugs and root cause of issues.

- Escalated incidents to developers, other internal personnel, banks\acquirers and other 3rd parties where necessary.

- Assisted in on-going training of Junior Analysts and other project-related code and configuration-related changes.

- Ensured that assigned cases were resolved within the department average (e.g. 14 days and percentage of re-opened cases below 4%).

Soroc Technology Inc. (Woodbridge, ON)

Senior Helpdesk Technical Analyst Lead (2012-2013) Helpdesk Technical Analyst (2008-2012)

- Operated as a first point of contact for technical and administrative assistance in POS, office, remote and mobile environments.

- Participated in basic network and IT infrastructure management (i.e. account, software, and PC setup).

- Installed personal computer systems and application software throughout the organization

- Collaborated and consulted with several internal and external departments in ensuring that the client’s technical issues were promptly resolved or taking appropriate action where necessary.

- Provided on-the-job training and mentoring to junior staff.

- Assisted help desk in achieving performance goals and increased productivity (e.g. 30-second Time-to-Answer and 80% First-Call-Resolution).

MKG Imaging Solutions Inc. (Brampton, ON)

Software Systems Analyst / Developer (2 years)

- Within a printer toner re-manufacturing environment, participated in all aspects of the SDLC process on several projects (i.e. involving MS Access, Excel, Visual Basic, and VB Script).

- Conferred with several departments on several projects to identify business needs and requirements using feedback sessions, client meetings, and follow-up sessions, in collaboration with all stakeholders.

- Researched and documented detailed business systems analysis processes involving data gathering, data analysis, business process rules, use cases, test cases, interface analysis, data modeling, and user instruction manuals.

- Recommended changes to existing business processes involving improvement, re-engineering, and streamlining to deliver faster results, improved quality, and reduced operations costs.

- Deployed, tested, implemented, and provided training on created software solutions. EDUCATION:

Business Analysis Certificate (2019)

Sheridan College (Brampton, ON)

- Business analysis

- Project management

- Requirements analysis

- Requirements management and communication

Honours Bachelor of Science- Major in Computer Science with a Minor in Mathematics Trent University (Peterborough, ON)

- Computer science

- Mathematics

- Physics

- Data modeling

- Software development

Ontario College Advanced Diploma with Honours- Computer Programmer / Analyst Centennial College (Scarborough, ON)

- Software applications

- Computer programming

- Systems analysis

- Accounting

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