Summary
Overview
Work History
Education
Skills
Additional Information - Military Service
Timeline
Generic

Anthony Morato

Ontario,CA

Summary

I am a detail-oriented and technically skilled Application Support Analyst with over 10 years of experience providing end-to-end support for enterprise-level applications across diverse environments. I have a proven ability to troubleshoot complex issues, ensure application availability, and collaborate with cross-functional teams to drive system improvements. I am adept in SQL, incident management (ITIL), and root cause analysis, with a strong focus on user satisfaction, system uptime, and performance optimization.

Overview

22
22
years of professional experience

Work History

Application Support Analyst

loanDepot
02.2021 - 06.2025
  • Analyzes help desk calls and works with staff to find solutions to reoccurring incidents.
  • Assists senior staff with performing basic operational tasks such as scheduling and monitoring jobs and downloading data from external sources and escalates failed jobs to development staff.
  • Ensures that data pertaining to the status of service requests is entered into the tracking system accurately and promptly.
  • Helps coordinate software installations and procedure changes and ensures proper staff training.
  • Logs, triages, and responds to service requests in accordance with established procedures and guidelines.
  • Monitors status of service requests, provides updates to customers, and alerts management, team members, and other IT groups when sensitive issues arise or a major problem is suspected.
  • Participates in the evaluation of new products and standards in partnership with IT and business users.
  • Participates in testing client software upgrades, working with customers to document and recreate issues, and filling out vendor incident forms.
  • Produces routine reports on trends in incident and problem calls to prevent future problems.
  • Responds to the diverse application software and desktop problems in order to minimize client downtime and productivity loss from technology malfunctions.
  • Works with developers on critical problems to resolve complex problem as quickly as possible.

Customer Support Analyst

CU Direct
09.2019 - 11.2020
  • Actively provide helpful and appropriate workarounds for users where there are limitations within the software.
  • Communicate appropriate options for resolution in a timely manner.
  • Guide customers through step-by-step solutions, ensuring they understand the resolution process and providing clear instructions for any necessary actions.
  • Provide technical product support over the phone a via email to ensure end users understand business needs.
  • Provide technical support to customers, troubleshooting and resolving their issues efficiently and effectively.
  • Provide training to end users on the general use of PCs, and on the proper use of our in-house application.
  • Managed high-volume support ticket queues, prioritizing cases based on urgency and impact.
  • Established strong rapport with customers through clear communication skills, empathy, and understanding their needs fully before offering solutions.
  • Conducted regular reviews of closed tickets to ensure quality control measures were upheld throughout the support process.
  • Developed comprehensive knowledge of product offerings, enabling effective troubleshooting and issue resolution.
  • Developed and implemented strategies for improving the overall customer experience, fostering long-term loyalty and trust.

Application Support Analyst

Tricon American Homes
02.2019 - 07.2019
  • Communicate with a diverse set of customers by delivering clear instructions.
  • Convert the Excel report into a Jasper report using SQL queries.
  • Manage the support queue and log incoming customer/product support calls and emails, providing workable solutions.
  • Modify the configuration of the Tricon American Homes (Yardi) application solutions per customer requests.
  • Perform precise analysis and utilize appropriate resources for the timely and accurate resolution of errors and issues.
  • Provide technical support to customers using Tricon American Homes' application solutions.
  • Work closely with end users, business technologies, and others to understand and prioritize business goals and information needs related to a project.
  • Contract
  • Provided updated patches for operating systems and system configuration to improve efficiency.

Implementation Consultant

Journal Technology
04.2014 - 11.2018
  • Collaborate with product teams to identify and define custom features and functionalities.
  • Consult Developers and Engineers on new components and functionalities to enhance the user experience.
  • Ensure the Ecourt application setup aligns with client branding and functionality specifications.
  • Manage project plans, timelines, and resources to ensure the successful and timely delivery of customized Ecourt apps.
  • Manage the end-to-end implementation process for large accounts with high customization needs, translating specific client requirements into technical solutions.
  • Provide training and support to clients on using customized features and functionalities.
  • Participate in QA production testing.
  • Troubleshoot and resolve technical issues during the implementation process.
  • Support technical customizations by understanding and advising to meet client-specific requirements.
  • Stay up to date with the latest trends and technologies in the Ecourt app development and customization.
  • Work with clients to align on their app vision, offering tailored solutions and expert guidance on the Ecourt platform capabilities and customization options.
  • Work on a client's dataset (Excel format), analyze and clean based on client requirements, and import the data to SQL for reporting purposes.
  • Designed planning and messaging strategies for implementation projects, maintaining an on-time completion rate of 80%.

Application Support Analyst

Blackline System
07.2012 - 01.2014
  • Coordinate with customers and/or technical staff to resolve issues with the Blackline application.
  • Coordinate with customers to determine functional requirements and determine a technical solution.
  • Create a report in Jasper using SQL queries.
  • Document the client issue and the process of resolution.
  • Communicate with developers and the network engineer for escalation.
  • Gather the customer’s information and determine the customer’s issue by analyzing the symptoms and figuring out.
  • Initiates escalation as appropriate to facilitate management awareness of severe problems.
  • Provide a first-level escalation point for the IT Support Center; Provide end-to-end incident resolution.
  • Test, implement, document, and maintain software application.
  • Train and assist new users with the new applications.
  • Developed and maintained effective client communications to guarantee client satisfaction and improve client retention.

Application Support Analyst

Media Services
06.2007 - 07.2012
  • Create customize/specific reports using Jasper and Excel for the managers and clients using SQL queries or stored procedures.
  • Escalate issue to the developers for application issue.
  • Install, maintain, and debug new/or existing applications.
  • Logged technical issues using CRM tool (ticket management system).
  • Manage trouble ticket queue: input, update, and close tickets as work is completed.
  • Monitor applications in a production environment. This includes periodic monitoring of applications and servers.
  • Participate in QA activities and production testing.
  • Provide daily support of user interface, reports, APIs, user roles, and other platform configuration requests, as they arise.
  • Provide operational support ensuring production system and devices are online and available. This includes non-business hours on-call support.
  • Provide outage resolution support. This includes investigation of outage cause, impact on user, and resolution.

Application Support Analyst

Toyota Motor Sales
01.2003 - 06.2007
  • Create and edit solutions to the knowledge base on time.
  • Document all phone and online cases in detail, inclusive of the statement of the issue. That includes troubleshooting steps and resolution.
  • Follow up daily on open cases.
  • Interact on an as-needed basis with business to ensure the dealers’ needs are being met.
  • Participate in testing and implementation on the newly developed application.
  • Provide support and training primarily for all the clients.
  • Provides technical assistance to staff including interpretation of specifications.
  • Provide problem solutions telephonically, by email, or in-person on Dealer Daily application.

Education

Computer Information and Support Services -

Glendale Community College
Glendale, CA
12.2003

Skills

  • SQL
  • ITIL
  • Microsoft Dynamics
  • Salesforce
  • Power Apps
  • Azure
  • Cherwell
  • Jira
  • Confluence
  • Selenium
  • Postman
  • Crystal Reports
  • Jasper Reports
  • Tableau
  • SDLC
  • JavaScript
  • JSON
  • C#
  • CSS
  • Dynatrace
  • Kibana
  • HTML
  • XML
  • User Training
  • Problem Solving
  • System Analysis
  • Technical Support
  • Data Visualization
  • Process Improvement
  • Time Management
  • Understand Python code
  • Log analysis
  • Training documentation development
  • Customer support
  • Ticket management
  • UAT support
  • Software installation
  • Data analysis
  • Problem-solving abilities

Additional Information - Military Service

US ARMY

Timeline

Application Support Analyst

loanDepot
02.2021 - 06.2025

Customer Support Analyst

CU Direct
09.2019 - 11.2020

Application Support Analyst

Tricon American Homes
02.2019 - 07.2019

Implementation Consultant

Journal Technology
04.2014 - 11.2018

Application Support Analyst

Blackline System
07.2012 - 01.2014

Application Support Analyst

Media Services
06.2007 - 07.2012

Application Support Analyst

Toyota Motor Sales
01.2003 - 06.2007

Computer Information and Support Services -

Glendale Community College

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