Daniel Brito
Woodland Hills,USA
Summary
Dynamic Applications Support Analyst with a proven track record at BlackLine, excelling in production support and issue resolution. Expert in SQL and Jira, I led a team to implement AI automations, reducing repetitive tasks by 25%. Passionate about enhancing user experience through cross-functional collaboration and effective training initiatives.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Team Lead | Applications Support Analyst III
BlackLine
Woodland Hills, USA
12.2018 - Current
- Managed incoming support cases while delivering comprehensive technical guidance for a team of seven analysts.
- Liaised with clients, internal teams, and external vendors to analyze and resolve production application issues.
- Utilized Jira to log and track system issues, collaborating with product teams on proposed improvements.
- Monitored system performance using New Relic to proactively identify and resolve bottlenecks.
- Analyzed complex production issues by developing custom SQL queries for data extraction and analysis.
- Provided oversight for a diverse team of 10 analysts across regions including America, EMEA, and APAC.
- Spearheaded integration of SAP's Resolve ticketing system with Salesforce using API middleware, reducing ticket resolution time by 20%.
- Deployed AI automations that eliminated 25% of repetitive tasks, significantly reducing analyst burnout.
Software Support Analyst
ATIMS
Chatsworth, USA
07.2018 - 12.2018
- Oversaw application installation, configuration, and routine updates to enhance software performance.
- Supervised data processing and ensured compliance with testing protocols during QA activities.
- Investigated and resolved software defects, delivering comprehensive root cause analyses for system upgrades.
- Optimized software reliability by identifying and addressing issues within production applications.
- Compiled and tested application code in a development environment for successful pre-release staging.
- Organized procedural documentation for change process workflows, minimizing onboarding duration for new hires.
- Led documentation overhaul that streamlined change management processes, improving efficiency for new employee training.
Application Support Analyst
MedHOK
Rancho Cucamonga, USA
05.2017 - 07.2018
- Achieved consistent delivery of high-quality software solutions through rigorous quality assurance initiatives.
- Collaborated with Product Managers to verify the precise configuration of software solutions.
- Conducted User Acceptance Testing (UAT) and product functionality assessments for quality control.
- Engaged clients to customize offerings and address technical issues effectively.
- Identified client pain points by gathering requirements for communication with thedevelopment team.
- Ensured compliance with release management protocols for accurate specifications.
- Enhanced customer loyalty and platform utilization by tailoring software configurations to meet client needs.
Applications Support Analyst II
BlackLine
Woodland Hills, USA
03.2015 - 05.2017
- Coordinated with IT (Engineering teams) and third-party vendors to restore services and resolve issues.
- Ensured software quality by testing, implementing, and maintaining procedural documentation.
- Conducted comprehensive troubleshooting across platforms, including application error logs, to pinpoint failures and escalate to Development teams.
- Drove application improvements through meticulous tracking of system issues using Jira.
- Communicated the status of issues by decoding regular reports and providing key stakeholders with timely business updates.
- Recommended operational adjustments and changes based on detailed testing feedback and customer reports, enhancing application performance.
- Escalated complex problems for prompt resolution and minimal impact on business operations.
Applications Support Specialist
CHG-Meridian USA Corp
Woodland Hills, USA
05.2014 - 03.2015
- Monitored cloud-based asset tracking solution performance to ensure accuracy and completeness in documentation and system outputs.
- Reviewed application specifications and updates rigorously before client transition.
- Facilitated collaboration with sales teams to assess potential project scopes and draft proposals.
- Suggested enhancements to improve process efficiency and pinpointed underlying issues impacting production systems.
- Conducted comprehensive training sessions for clients to foster strong relationships and promote product proficiency.
- Enhanced production stability by identifying and addressing root causes of system issues.
- Improved client engagement and product understanding by conducting client training, on-site and via webinars.
- Proposed and implemented process optimizations, resulting in more streamlined operations.
- Played a pivotal role in scoping and preparing project proposals in conjunction with the sales team, broadening service offerings.
Applications Support Specialist
Cabi
Compton, USA
09.2013 - 05.2014
- Analyzed customer reports, identified data and coding issues, and communicated defects to software developers.
- Managed issue tracking using Jira, streamlining the defect management process and improving the support workflow.
- Developed and implemented GUI screens and custom menus tailored to departmental needs, reinforcing user interface efficiency and adherence to password protocols.
- Enhanced customer experience and system security for a national e-commerce solution by refining application support across all channels, including Zendesk ticketing system for efficient issue tracking and resolution.
- Introduced user-friendly GUI screens and custom menus within Zendesk, optimizing the user experience for different departments and improving agent efficiency in handling customer inquiries.
- Strengthened system security by implementing industry-standard password protocols, contributing to a more secure e-commerce environment.
- Played a key role in translating complex technical defects involving program functionality to the development team by providing detailed information gathered through Zendesk tickets, enhancing product quality and reliability.
Education
Bachelor of Science - Information Technology
Southern New Hampshire University
Online Track01.2026
Associate of Arts - Information Technology
Universidad Tecnológica De Panama
Panama City, Panama12-1994
Skills
- Production support and issue resolution
- Team leadership and guidance
- Technical support and troubleshooting
- Quality assurance support
- Root cause analysis
- Incident and problem management
- User training and support
- Procedural documentation
- Cross-functional collaboration
- Issue tracking with Jira
- Database management with SQL
- Monitoring with New Relic, Dynatrace, SCOM, and Graylog
- API testing with Postman and Boomi API Middleware
- Cloud services with AWS and Visual Studio Code
- IT service management with Salesforce, Zendesk, and ServiceNow
Certification
- Certificate in Programming Fundamentals, CalPoly Pomona University, Pomona, CA
- Certificate in Network Support, New Horizon Computer Learning Center, Santa Ana, CA
- Networking Essentials, Microsoft Windows NT 4.0 Administration, Windows NT Server 4.0 Support
Languages
Spanish
Native/ Bilingual
Portuguese
Limited
References
References available upon request.
Timeline
Team Lead | Applications Support Analyst III
BlackLine
12.2018 - Current
Software Support Analyst
ATIMS
07.2018 - 12.2018
Application Support Analyst
MedHOK
05.2017 - 07.2018
Applications Support Analyst II
BlackLine
03.2015 - 05.2017
Applications Support Specialist
CHG-Meridian USA Corp
05.2014 - 03.2015
Applications Support Specialist
Cabi
09.2013 - 05.2014
Bachelor of Science - Information Technology
Southern New Hampshire University
Associate of Arts - Information Technology
Universidad Tecnológica De Panama