Application Support Analyst Resume Guide

Application support analysts provide technical assistance to users of software applications. They troubleshoot and resolve issues with programs, answer user questions, maintain documentation for application systems, test new versions of the software before release to ensure its quality and compatibility, and develop procedures related to system use.

Your experience and knowledge in application support makes you an ideal candidate for any organization. To make sure recruiters recognize your talents, it’s important to write a resume that stands out from the crowd.

This guide will walk you through the entire process of creating a top-notch resume. We first show you a complete example and then break down what each resume section should look like.

The guide is divided into sections for your convenience. You can read it from beginning to end or use the table of contents below to jump to a specific part.

Full Resume Example Summary Experience Skills Education Certifications Contact Info Cover Letter Templates

Application Support Analyst Resume Sample

Nakia Barrows
Application Support Analyst

[email protected]
018-410-1284
linkedin.com/in/nakia-barrows

Summary

Committed application support analyst with 8+ years of experience in troubleshooting and resolving application issues to ensure maximum uptime. Skilled at providing technical solutions for customers on a range of platforms, including Linux, UNIX, Windows and Mac OS X. Experienced in analyzing system performance data to proactively optimize systems and minimize downtime. At XYZ, reduced customer call-backs by 32% through improved problem diagnosis processes.

Experience

Application Support Analyst, Employer A
Laredo, Jan 2018 – Present

Substantially improved application performance and reliability by troubleshooting, debugging and resolving over 200+ issues in the last 6 months.
Facilitated successful system migrations of all applications to new versions with minimal disruption, resulting in a 30% improvement in response time when handling customer requests.
Advised senior management on best practices for security patching procedures and architectures; successfully implemented changes that reduced potential vulnerabilities by 45%.
Upgraded legacy systems with modern technologies such as AI-based analytics tools which improved user experience ratings from average to excellent across the board within 1 month of deployment.
Achieved certification as an Advanced Application Support Analyst after completing 500 hours’ worth of training courses related to software engineering principles, web development & database design techniques.

Application Support Analyst, Employer B
Surprise, Mar 2012 – Dec 2017

Participated in the development and maintenance of over 50 software applications for a wide variety of clients; achieved an average response time to customer inquiries within 24 hours.
Monitored, tested and evaluated new software programs, system patches and updates on daily basis in order to detect any potential problems before they occurred; successfully identified 30 errors that were corrected prior to public release.
Consistently provided technical support via telephone & email communications with customers regarding installation instructions, upgrades or troubleshooting issues; managed 200+ customer accounts while achieving 95% satisfaction according to quarterly surveys.
Reduced downtime by 60%, resulting in improved systems reliability through successful implementation of preventive maintenance strategies such as regular backups & database checksums validation processes every month.
Reorganized application data storage across multiple servers – increasing efficiency by 20% -and created detailed user manuals for efficient navigation through complex database structures at all times.

Skills

SQL
Troubleshooting
Microsoft SQL Server
Technical Support
Business Analysis
Databases
Active Directory
Windows
HTML

Education

Bachelor of Science in Computer Science
Educational Institution XYZ
Nov 2011

Certifications

Microsoft Certified Solutions Associate (MCSA): Application Support
Microsoft Corporation
May 2017

Related Resume Examples

All Examples

1. Summary / Objective

Your resume summary/objective should provide the hiring manager with a snapshot of your experience and qualifications as an application support analyst. In this section, you can highlight any relevant certifications or training courses you have completed, mention how many years of experience in IT/application support you have, and list the types of software applications that are familiar to you. Additionally, it is also important to showcase your problem-solving skills here by mentioning a few successes from previous positions.

Below are some resume summary examples:

Skilled application support analyst with 5+ years of experience in troubleshooting and resolving application-related issues. At XYZ, provided 24/7 technical assistance to users from the US, UK, Australia, and Canada utilizing remote access tools such as TeamViewer. Received company “Highly Valued Employee” award for quickly identifying anomalies in system processes which would have caused a significant financial loss had they not been addressed promptly.

Accomplished application support analyst with 8+ years of experience in troubleshooting application and system issues. Experienced in supporting technical operations, including monitoring and maintaining applications, resolving customer inquiries, and providing second-level support to customers. Skilled at developing detailed reports on application performance metrics while working collaboratively across teams to ensure optimal user experience.

Well-rounded application support analyst with 7+ years of experience in software troubleshooting and customer service. Expertise in resolving complex system issues, analyzing root causes, and implementing solutions to reduce downtime. Committed to delivering outstanding service while managing multiple clients at ABC Company. Previous successes include reducing call resolution time by 15% and increasing customer satisfaction levels by 10%.

Seasoned application support analyst with 7+ years of experience troubleshooting and resolving complex technical issues. Successfully managed IT projects, implemented software updates, and maintained system performance to ensure a smooth customer service experience. At Company X, developed strong relationships with clients by providing solutions quickly and efficiently – resulting in improved customer satisfaction ratings by 30%.

Professional application support analyst with 5+ years of experience in the IT industry. Skilled in troubleshooting, maintenance, and monitoring of various applications across multiple platforms. Demonstrated success in resolving complex technical issues while maintaining a high level of customer satisfaction at XYZ Corporation. Experienced leader capable of mentoring junior staff members to reach their full potential.

Hard-working and tech-savvy Application Support Analyst with 5+ years of experience in providing end user support for software applications. Proven track record of resolving customer issues quickly and efficiently, resulting in improved customer satisfaction scores. Seeking to leverage extensive technical knowledge and troubleshooting skills at ABC Tech to ensure efficient functioning of the company’s systems.

Passionate application support analyst with 5+ years of experience in providing end-user technical assistance. Offering exceptional problem solving and communication skills to ABC Tech, eager to join a team delivering quality customer service while maintaining high standards for user satisfaction. In previous roles, reduced resolution time by 33% and decreased help desk tickets by 17%.

Detail-oriented application support analyst with 8+ years of experience in troubleshooting and resolving application issues. Proven track record of successfully managing 100+ customer accounts, providing exceptional 24/7 technical support services to clients using multiple platforms. Excellent problem-solving skills combined with a passion for delivering outstanding customer service.

2. Experience / Employment

The work history/experience section is where you provide details about the roles and responsibilities you’ve had in your past jobs. This should be written in reverse chronological order, meaning your most recent role is listed first.

When writing up this section, use bullet points to make it easier for the reader to digest what you have to say quickly. Take some time to think through the specifics of what you did and any quantifiable results that were achieved as a result of your work.

For example, instead of saying “Provided application support,” try something like “Supported over 200+ users with technical issues related to applications used daily; successfully resolved 95% of user queries within 24 hours.”

To write effective bullet points, begin with a strong verb or adverb. Industry specific verbs to use are:

Troubleshot
Monitored
Resolved
Configured
Analyzed
Documented
Tested
Implemented
Debugged
Upgraded
Assisted
Investigated
Optimized
Automated
Supported

Other general verbs you can use are:

Achieved
Advised
Assessed
Compiled
Coordinated
Demonstrated
Developed
Expedited
Facilitated
Formulated
Improved
Introduced
Mentored
Participated
Prepared
Presented
Reduced
Reorganized
Represented
Revised
Spearheaded
Streamlined
Structured
Utilized

Below are some example bullet points:

Accurately diagnosed and resolved over 200 application issues per month, reducing downtime by 20% during the last quarter.
Presented complex technical solutions to non-technical staff in an understandable manner; facilitated successful implementation of applications across departments with 80% satisfaction rate from users.
Represented IT department at regular customer meetings, providing updates on progress and generating ideas for system improvement initiatives that resulted in a 35% increase in efficiency levels within 3 months.
Resolved escalated user complaints efficiently with minimal disruption to day-to-day operations; reduced call back rates from 18% to 5%.
Investigated root cause of software bugs and identified areas needing optimization, resulting in 95% issue resolution success rate over 12 weeks period.

Independently managed the application support of a complex software system, troubleshooting and resolving over 100 user-reported issues within 3 hours on average.
Optimized system performance by proactively monitoring applications for errors and ensuring that all users had access to the latest updates; improved response time by 40%.
Demonstrated exceptional customer service skills when providing technical assistance to end-users via phone and email, answering an average of 75 support queries daily with 95% satisfaction rate.
Debugged code related problems using comprehensive debugging tools such as Visual Studio debugger & Windbg, reducing coding errors in production environments by 15%.
Supported development teams in designing, testing & deploying new software applications while ensuring compatibility with existing systems; completed assigned tasks ahead of schedule 4 times during tenure.

Assessed user requirements and developed functionality specifications for software applications, resulting in a 15% increase in customer satisfaction.
Compiled technical solution documents to ensure that new application features met business objectives; reduced development time by 30%.
Formulated automated testing plans to identify bugs or performance issues prior to system deployment; identified over 150 errors during the process, leading to improved user experience with minimal downtime.
Proficiently managed day-to-day operations of multiple web based applications and databases, ensuring 99% uptime availability for customers worldwide.
Automated processes related to installation/configuration of hardware & software components on client systems, reducing manual labor costs by 10%.

Structured and maintained application database systems to optimize user accessibility, resulting in a 40% decrease in downtime and improved system performance.
Developed solutions for over 200 customer inquiries related to software applications each week; applied critical thinking skills when resolving complex technical issues within established SLAs.
Coordinated with internal teams on the deployment of new applications, ensuring that all necessary requirements were met before going live and reducing errors by 15%.
Improved end-user experience by creating detailed documentation outlining step-by-step instructions on how to use various software products; reduced training time by 30 minutes per person.
Successfully implemented new features into existing applications according to customer specifications, leading to an increase of $10K in revenue from repeat orders during the last quarter.

Spearheaded the troubleshooting of complex technical issues related to applications, networks and hardware systems; reduced resolution time from 3 hours to 45 minutes on average.
Expedited the installation process for 25+ software packages through scripting and automation procedures; achieved 95% success rate in application deployment within timeline expectations.
Analyzed customer support data trends regularly to identify underlying patterns that caused system malfunctions, leading to a 30% decrease in service requests over 6 months period.
Resourcefully developed user-friendly web-based interfaces using HTML/CSS coding techniques which improved usability by 80%.
Implemented system upgrades across 30+ client computers while ensuring minimal disruption as well as seamless transition between versions with no loss of data or functionality; completed project 1 day before deadline set by management team.

Mentored and trained 4 new application support analysts on the company’s software applications, resulting in 20% faster task completion times.
Configured and maintained complex network systems, servers and databases for over 250+ clients; identified potential problems before they arose to avoid costly downtime periods.
Effectively troubleshot technical issues across multiple platforms using remote access tools while providing outstanding customer service at all times; resolved 100+ customer queries within 2 hours each month on average.
Troubleshot hardware errors including memory upgrades, disk maintenance & backup operations with a zero-error rate over 12 months of work experience as an Application Support Analyst; reduced system failures by 40%.
Documented all bug fixes in detail for future reference purposes along with creating detailed user guides to assist customers when facing challenges with their applications or devices; decreased phone inquiries related to common bugs by 70%.

Tested and maintained application functionality for hundreds of business users, ensuring adherence to IT protocols and increasing system uptime by 13%.
Introduced new software updates and patches regularly; developed user training materials which resulted in successful adoption of the updated systems by 90% of end-users.
Prepared detailed technical documentation on application support processes and provided hands-on guidance to staff members during implementation stages; improved customer service ratings by 17%.
Streamlined existing applications support procedures through automation tools; reduced manual workloads while simultaneously improving response times with an average decrease of 15 minutes per case resolution rate.
Reliably resolved complex issues related to hardware/software compatibility, database access rights & network security configurations across multiple platforms with minimal disruption or downtime reported at all times.

Actively monitored and maintained application stability for over 500 users, ensuring 99.9% uptime of all systems; successfully resolved 56 technical issues within one month.
Utilized expertise in HTML, C++, Java and SQL to troubleshoot software bugs & develop solutions that improved system performance by 20%.
Assisted in the development of user documentation on multiple applications including step-by-step instructions which reduced support call volumes by 25%.
Revised existing coding structures to ensure better compatibility with new technologies while optimizing overall efficiency; achieved a total savings of $6,000 annually on labor costs spent on manual coding processes.

3. Skills

Even though two organizations are hiring for the same role, the skillset they want an ideal candidate to possess could differ significantly. For instance, one may be on the lookout for an individual with experience in Linux and the other for someone with knowledge of Windows.

It is crucial to tailor your skills section to each job that you are applying for, as many employers use applicant tracking systems these days which scan resumes for certain keywords before passing them on to a human.

Once listed here, it’s important to further elaborate on your technical abilities by discussing them in more detail elsewhere – such as the summary or experience sections.

Below is a list of common skills & terms:

Access
Active Directory
Agile Methodologies
Analysis
Application Support
Business Analysis
Business Intelligence
Business Process Improvement
C#
C++
CSS
Change Management
Communication
Computer Hardware
Customer Satisfaction
Data Analysis
Databases
Disaster Recovery
HTML
Help Desk Support
IT Service Management
ITIL
Incident Management
Information Technology
Integration
Java
JavaScript
Linux
Microsoft Exchange
Microsoft SQL Server
MySQL
Networking
Operating Systems
Oracle
PHP
PL/SQL
Problem Solving
Process Improvement
Python
Requirements Analysis
SDLC
SQL
Servers
SharePoint
Software Development
Software Documentation
Software Installation
System Administration
Team Leadership
Teamwork
Technical Support
Testing
Time Management
Troubleshooting
Unix
VMware
Visio
Windows
Windows 7
Windows Server
XML

4. Education

Adding an education section to your resume will depend on how far along you are in your career. If you just graduated and have no professional experience, adding an education section below the resume objective is a good idea. However, if you already have extensive work experience to showcase, it might be unnecessary to include an education section at all.

If including this section, try to mention courses and subjects that relate directly or indirectly to the application support analyst role for which you’re applying.

Bachelor of Science in Computer Science
Educational Institution XYZ
Nov 2011

5. Certifications

Certifications are a great way to demonstrate your expertise and knowledge in a certain field. They can also be used to show potential employers that you are committed to professional development, as well as staying up-to-date with industry trends.

If the job advert mentions any specific certifications or qualifications, make sure you include them on your resume so that hiring managers know you have what it takes for the role.

Microsoft Certified Solutions Associate (MCSA): Application Support
Microsoft Corporation
May 2017

6. Contact Info

Your name should be the first thing a reader sees when viewing your resume, so ensure its positioning is prominent. Your phone number should be written in the most commonly used format in your country/city/state, and your email address should be professional.

You can also choose to include a link to your LinkedIn profile, personal website, or other online platforms relevant to your industry.

Finally, name your resume file appropriately to help hiring managers; for Nakia Barrows, this would be Nakia-Barrows-resume.pdf or Nakia-Barrows-resume.docx.

7. Cover Letter

Writing a cover letter is an important step in the job application process. It is a document that serves to introduce you and explain why you are well suited for the role. Cover letters usually consist of 2-4 paragraphs and should be tailored to each individual job opportunity.

Cover letters provide recruiters with more information about your professional background, skills, and personality than resumes alone can give them. Even if it’s not required by employers, submitting one can increase your chances of getting noticed for the position as it allows you to make a stronger impression on potential employers.

Below is an example cover letter:

Dear Elisabeth,

I am writing to apply for the Application Support Analyst position at [company name]. With my experience in customer service and technical support, as well as my strong problem-solving skills, I am confident that I would be a valuable asset on your team.

In my current role as an application support specialist at [company name], I provide Tier 1 and Tier 2 support for a range of software applications. I troubleshoot issues and escalate them to the appropriate teams when necessary. I also create detailed documentation for new features and updates, which has helped reduce the number of support requests by 15%.

Through my work, I have developed strong interpersonal skills that allow me to build rapport with customers quickly and effectively resolve their issues. My analytical skills are also top-notch, which comes in handy when diagnosing complex problems. In addition, I have a knack for quickly learning new systems and technologies.

I believe that as an Application Support Analyst on your team, I could use my skills and experience to contribute to your company’s success. Thank you for your time and consideration; I look forward to hearing from you soon.

Sincerely,

Nakia