Senior Level 2 Application Support Specialist

• Jun 2021 - Present

• Examines existing software and determines requirements for new/modified systems in the light of business needs; • Writes and codes individual programs according to specifications; • Develops user interfaces; • Tests and corrects software programs; • Implements and evaluates the software; • Plans and maintains database structures; • Writes operational documentation and provides subsequent support and training for users; • Develops, implements and documents test plans for IT software, systems; • Undertakes the testing of software, systems for errors, identifies source of problems and proposes solutions; • Makes recommendations concerning software/system quality; • Examines IT system for potential threats to its security and integrity and draws up plans for disaster recovery if security is compromised; • Identify, resolve or manage the resolution of system issues • Manage escalation process of issues • Communicate to other department and teams keeping stakeholders and management informed • Own and track tasks within SLAs • Familiar working with automated system monitoring applications across large networks • Mentor Technical Support Specialists to help them understand more complex issues • Arrange internal training sessions for Technical Support team Show less

Senior Application Support Specialist

• Oct 2014 - Present

Senior Application Support and System Management Specialist for IBM Server Resource Management L2 Application Support Duty: Resolve incidents and fulfill requests through Level 1 support. Respond to and resolve client issues through incident recognition, research and isolation, resolution, escalation and follow up through service management system, chat system and call support outside business hours if necessary. Capture incident information and problem solving process such as action involved in final resolution into knowledge base system. Engaged in Agile Scrum meeting to bridge operations and support issue between shifts. Provide continuous on the job coaching to junior level support staff. Consulted and work with product owners to identify design problem and develop both business and system analysis stories for developers. Engaged in DevOps model to provide QA testing on feature update and fixes before every software release cycle. System Management Specialist Duty: Runs on IBM Private Cloud and serving 1400 clients world wide. Infrastructure comprises HTTP Web Service, WebSphere Application Server, Websphere MQ, DB2 SQL on High Availability and Java services under both AIX and Linux environment. Continuous monitoring and integrated automation using scripting and APM tool as necessary to improve server performance and application up-time. Support change request task for system maintenance via server patching and security update. Continuous participate in deployment of new technology and innovation to improve problem tracing to system and application related issue. Show less

Assistance Manager, System Solutions

• Sep 2009 - Aug 2014

Programmer

• 2006 - 2008