Application Support Analyst

Eugene Kwan

Mississauga, ON, Canada

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

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

EMPLOYMENT OBJECTIVE:

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

- 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).

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

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

- Knowledge and experience with several programming languages (i.e. Visual Basic, HTML, JavaScript, Java, C, C++, VB.NET, and SQL).

- 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, Microsoft Teams, TeamViewer, Zoom and Share-Point. WORK EXPERIENCE:

Technical Application Support Analyst (Jan. 2020- June 2024) VeriFone Inc. (Mississauga, ON)

- Responded to customers’ issues and inquiries regarding proprietary payment applications within the retail and banking industries via phone and email.

- Researched and examined application API logs, POS logs, SQL queries, and other debug logs to reproduce issues, identify bugs, determine the root cause and identify solutions.

- Escalated complex issues to third-party and internal teams (i.e. development, quality assurance, project management) when necessary.

- Created training content and procedural documentation for recurring issues and knowledge base (i.e. FAQ and Confluence) content.

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

Senior Technical Support Analyst Lead (1 year)

Technical Support Analyst (2 years)

Soroc Technology Inc. (Woodbridge, ON)

- Operated as frontline customer support for technical issues and administrative assistance in POS and office environments within an ITIL framework.

- Participated in and troubleshooted basic network and IT infrastructure management (i.e. RDP, Citrix, VPN, software, and PC setup).

- Managed inquiries and collaborated with several internal and external departments to ensure that the client’s technical issues were promptly resolved within service level agreement times.

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

- Facilitated the help desk's achievement of 30-second Time-to-Answer and 80% First-Call-Resolution by streamlining processes and enhancing team productivity.

Software Systems Analyst Intern (8 months)

MKG Imaging Solutions Inc. (Brampton, ON)

- Within a printer toner re-manufacturing environment, participated in all aspects of the SDLC process on several projects (i.e. 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 modelling, and user instruction manuals.

- Recommended changes to existing business processes involving improvement, re-engineering, and streamlining to deliver faster results, improved quality, and reduced operational 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 elicitation and analysis

- Solution implementation and evaluation

- Agile methodology

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

- Computer science

- Mathematics

- Physics

- Data modelling

- 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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