Experience

• 

  Jacobs Engineering and Construction, LLC

  • Houston, Texas, United States

  • Application Support Analyst

    • Apr 2015 - Apr 2018
    • Houston, Texas, United States

    Triaged, troubleshoot and resolved software application issues, including software debugging, analyzing performance, data anomalies and coordinating fixes. Perform upgrades, installs, patches and migrations. • Escalate unresolved incidents to development and IT teams according to established procedures.• Provide administrative support and expertise for applications/systems related issues.• Maintain accountability and ownership of issue/support tickets.• Provide closed looped contact with end-users to verify final solution and determine satisfaction level.• Research end-user problems to determine root cause.• Documented and implemented problem items as part of the Problem Management process.
• Assisted with Process and Change Management improvement initiatives.• Produce and review documentation to assist the global support team in resolving related incidents.• Work closely with the Level 1 Global Service Desk and Level 3 Application/Systems teams to provide training, documentation and assist with increasing first level resolution.• Participate in training required to develop and maintain skills necessary to support end-users and grow professional skills.• Assist in process improvement initiatives.• Perform related duties as assigned by management.

• 

  Sysco

  • Corporate

  • Systems Support Analyst

    • Mar 2001 - Dec 2012
    • Corporate

• 

  Convergys

  • Houston, Texas

  • Technical Support Representative

    • Jun 1997 - Mar 2001
    • Houston, Texas