CHRISTOPHER J. JAMES
West Babylon
Summary
Dynamic Applications Support Analyst with proven expertise at Lancer Insurance Company, excelling in troubleshooting and software testing. Recognized for enhancing operational efficiency and delivering exceptional user training. Proficient in ITIL practices and technical analysis, I consistently drive solutions that improve application performance and user satisfaction.
Overview
19
19
years of professional experience
Work History
Applications Support Analyst
Lancer Insurance Company
Long Beach
01.2017 - 10.2025
- Troubleshot software and configuration issues, ensuring timely resolution of technical problems.
- Created workaround procedures when standard methods failed to address issues effectively.
- Escalated urgent problems requiring specialized knowledge to appropriate internal resources.
- Analyzed task history to eliminate recurring support tasks through effective problem-solving.
- Developed configuration specification and impact analysis documents for software configuration.
- Generated and disseminated configuration reports to IT and external staff outlining changes.
- Documented support and configuration items for IT Policies and Procedures Library.
- Executed configuration and testing for Electronic Printforms Project across multiple product groups.
Applications Support Analyst
AMC Networks (formerly Rainbow Media)
New York
12.2007 - 09.2016
- Senior Software Applications Support Analyst supporting critical business functions: Traffic, Ad Sales, Finance, and Accounting.
- Served as an internal SME, assessing, troubleshooting and resolving complex software related issues on-site and remotely including for Gabriel, Webpac Xpress, Medea, Rights Logic, and IDM.
- Ensured seamless operations of core revenue management, collection and billing functions including the end-to-end data load, banking file transfer for Cablevision Media Sales and AMC entities nationwide.
- Assessed, coordinated and reviewed all issues and impacts associated with applications support and business processes.
- Earned the distinction as a trusted technical advisor by internal customers; provided responsive quality customer service and Levels I through III technical support to more than 5,000 corporate and field offices across the United States for this global enterprise with $2BN+ in revenues.
- Responded to incoming Service Desk providing expertise in OS issues for Windows 7/10, as well as MAC OS (10.6 through 10.9, Yosemite).
- Setup users and provided support for several databases including FileMaker.
- Ensured user's ability to connect to network to Cisco AnyConnect VPN Platform.
- Provisioned user accounts in StaplesAdvantage Application.
- Go-to person and key resource for applications, communications and network connectivity issues on a fleet of devices including workstations, smart phones and tablets.
- Provisioned devices for email access using iTunes Application and resolved java related issues.
- Composed clear and concise reports, documented and shared best practices, helping to adapt, refine and continually modernize SOPs.
- Minimized risk by performing Quarterly Sarbanes Oxley Security Review for Webpac Xpress, Medea, and Great Plains Applications.
- Proven to reduce communication bottlenecks and address current and emerging issues with a sense of urgency and a solutions mindset.
- Involved in all aspects of application upgrades, release testing activities and fixes; served as key liaison between business and IT staff.
- Installed SMART Database for Ad Sales, improving their ability to gauge analytics for promos and original programming (ORACLE).
- Used tools such as Citrix Director to help investigate and diagnose application and workstation performance issues.
- Installed and setup QuickBooks Users. Supported issues that surfaced concerning QBW Databases.
- Earned the trust and respect of team through a demonstrated commitment to excellence.
Sr. Coordinator
Cablevision
New York
06.2006 - 12.2007
- Communicated effectively and confidently with internal departments and phone carriers regarding issues related to Local Number Porting (LNP).
- Investigated corporate escalations related to the Optimum Voice and porting matters.
- Modernized processes and improved efficiencies by implementing reports using Microsoft Excel for tasks assigned by the Management Team.
- Collaborated with Dispatch and Field Service to resolve challenges that occur with multi-line installations.
Education
MBA - Technology Management
University of Phoenix
ArizonaBachelor of Science - Computer Science
SUNY College At Old Westbury
New YorkSkills
- Application maintenance and testing
- Analysis and design
- Development and documentation
- Level I and II applications support
- ITIL and IT service management
- Software testing
- Software installation
- UAT support
- User training
- Troubleshooting documentation
- Technical analysis
- Troubleshooting
- IT project management
- Business analysis and troubleshooting
- Technical writing and communication
- Cisco and Microsoft technologies
- VPN and disaster recovery
- Incident handling with ticketing systems
Timeline
Applications Support Analyst
Lancer Insurance Company
01.2017 - 10.2025
Applications Support Analyst
AMC Networks (formerly Rainbow Media)
12.2007 - 09.2016
Sr. Coordinator
Cablevision
06.2006 - 12.2007
MBA - Technology Management
University of Phoenix
Bachelor of Science - Computer Science
SUNY College At Old Westbury