Application Support Engineer

• May 2017 - Present

Associate Data Quality Analyst

• May 2016 - May 2017

As a data analyst I was responsible for collecting, interpreting and analyzing data for the utilization of business insight and consulting business decisions. Responsibilities included but not limited to the development and implementation of business processes with extensive use of Data collection systems. I was able to create strategies to optimize statistical efficiency of the data quality. Responsibilities included but not limited to: • Application Support Role of utilizing SQL, MySQL databases • Project Management Responsibilities; Microsoft Office Project, Agile • Creation of Knowledge Base System; Confluence • Salesforce Administration Tasks Show less

Lead Application Support Engineer

• Oct 2015 - Apr 2016

As a lead application support engineer I managed internal support and off shore teams that analyzed data, implemented programs and diagnosed issues reported within our cloud support solutions platform. Leads manage the application and program integration for acquisitions within the company. Responsibilities included but not limited to: • Management of Emergency Operation Center(EOC) support teams • Travel to partner, client and off shore centers to conduct training • Creation of content and business process for support roles and functionality, company wide Dashboard reporting, weekly decks, maintenance of SLA requirements Show less

IT Application Support Engineer

• Apr 2014 - Apr 2015

As an application support engineer I researched and diagnosed issues reported within our cloud services environments for internal and external clients. Utilizing webserver applications, internal sandbox environments and cloud solution products I was able to troubleshoot and resolve application issues to meet contractual SLA. Additional responsibilities include identifying bugs, implementing application fixes and working within EOC to resolve Severity 1 and severity 2issues within the company wide platform. Responsibilities included but not limited to:• Creating, executing Database SQL Queries, Oracle• Linux, command prompt, log parsing, server Tomcat logs• Business process and documentation creation and training Show less

SR. IT Helpdesk Support

• Aug 2013 - Apr 2014

As a senior agent on the Service Desk Team I was responsible for basic trouble shooting and supporting internal teams within the company. Created process guides, procedural changes and relayed pertinent information to the Service Desk support agents. Maintained correspondence with other IT departments to create a streamline process and flow of information. Responsibilities included but not limited to:• Active Directory• Opening and routing trouble tickets company wide• Dashboard reporting Show less

SR. Access Management

• May 2013 - Aug 2013

Managing Agent responsible for SLA, reporting and team completion. Providing access to systems for multiple clients and troubleshooting login issues.