Experience

Cormant

• Philippines
• IT Services and IT Consulting
• 1 - 100 Employee

• Application Support Engineer II

  • Mar 2015 - Present

   Create new processes, document and implement protocols as part of the Process Team. Documents various knowledgebase documents for the support applications of the company as part of Documentation Team. Creates investigation reports on all handled issues. Provide guidance to junior engineers in investigating various issues. Lead and conduct weekly meeting for ticket review and internal processes Ensures all trouble ticket workaround and resolution are properly documented Prepare reports on issue statistics Analyze PerfMon, dump files and Processs Details logs for monitoring purposes. Attend conference calls to resolve issues

• Application Support Engineer I

  • Sep 2013 - Feb 2015

   Provides L1 and L2 support for the application via telephone, e-mail and chat  Investigate and troubleshoot problems related to company supported application across a variety of platforms (server level, backend sql, application level) Respond to all customer’s emails, phone calls and chats to provide periodic updates. These types of platforms include, but are not limited to, UNIX (Linux), Android and Windows operating systems Coordinate assertively with teammates, counterparts regarding issues / problem reported.  Analyze and Investigate .NET and JAVA application issues Provide workarounds for emergency tickets Compliance with customer Service Level Agreement Initiate communication with various teams as needed to speed-up investigation and other support tasks Provide assistance to the development team for verifying bug fixes and software enhancements Commit to software quality assurance tasks when needed. (e.g smoke tests, performance stress tests, bug verification tasks, test cases)