Edgar Miranda
Katy,TX
Summary
Highly experienced Application Support Specialist with a proven record of 4 years in diagnosing and troubleshooting network, software, hardware, and security problems. Extensive experience in working with various software applications and providing exceptional IT solutions to end users, specifically within a credit union environment. Offers comprehensive support and troubleshooting for core banking, digital, and mobile applications. Proficient in diagnosing and resolving technical and connectivity issues in a timely manner within a high-paced environment. Collaborates with cross-functional teams to ensure seamless integration solutions for applications and networks, and performs software maintenance and updates. Demonstrates a strong commitment to security and compliance by adhering to application security protocols and maintaining data integrity. Possesses skills in documenting support processes for user training manuals and optimizing operational efficiency through ticketing systems. Strong foundational knowledge in network operations enables effective troubleshooting and resolution of network-related issues.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Application Support Specialist
First Community Credit Union
08.2023 - Current
- Provide technical support and troubleshooting for core banking digital, and mobile applications ensuring seamless and efficient credit union operations
- Collaborate with cross functional teams, including network operations to maintain integration between applications and network infrastructure to minimize disruptions
- Assist with software updates, patches and system maintenance, coordinating with vendors and other internal IT teams for timely and successful impact rollouts
- Conduct user training sessions and create support documentation enhancing team knowledge and solution application efficiency
- Support security and compliance by implementing and upholding application security protocols and maintaining data integrity
- Utilize manage engine service desk to document issues, resolutions,and response time to streamline efficient support processes
- Use foundational knowledge of network operations(LAN/WAN, connectivity troubleshooting, IP addresses) for diagnosing and supporting application related network issues
- Provided updated patches for operating systems and system configuration to improve efficiency 98%.
- Installed, configured and provided ongoing configuration management for 10 custom applications.
- Developed and maintained effective client communications to guarantee client satisfaction and improve client retention by 90%.
IT Service Delivery
TravelWifi
01.2020 - 08.2023
- Develop well written business documentation, including procedures, work instructions process flow-diagrams, and troubleshooting guides for training purpose
- Automated 50% of current business data processes using Uipath application to produce detailed reports, and presentations, highlighting findings for managers to review
- Provide tier 2-3 technical support by troubleshooting escalated issues via technical support apps
- Successfully troubleshot 25+ internal and external support Zendesk tickets daily with 98% success rate by implementing best practices for solution ticket management
- Resolved critical production issues swiftly, minimizing downtime and ensuring uninterrupted service delivery.
Education
Bachelor of Business Administration - Management Information Systems
University of Houston-Downtown, College of Business
Houston, TX12.2019
Skills
- Network Troubleshooting & Configuration
- Virtualization Technologies (VMware)
- Technical support for software applications
- Hardware Diagnostics & Repairs
- Windows System Administration
- Proficient in Cybersecurity best practices & protocols
- System monitoring
- Software installation
- Network configuration
- Problem resolution
- Customer assistance
- Customer support
Certification
- CompTIA Security+ - Computing Technology Industry Association.
- ISC2 Systems Security Certified Practitioner (SSCP) - International Information System Security Certification Consortium.
Timeline
Application Support Specialist
First Community Credit Union
08.2023 - Current
IT Service Delivery
TravelWifi
01.2020 - 08.2023
- CompTIA Security+ - Computing Technology Industry Association.
- ISC2 Systems Security Certified Practitioner (SSCP) - International Information System Security Certification Consortium.
Bachelor of Business Administration - Management Information Systems
University of Houston-Downtown, College of Business
Similar Profiles
Lenae GloverLenae Glover
ITM Teller at First Community Credit UnionITM Teller at First Community Credit Union
MARC MAGANAMARC MAGANA
Network Administrator at First Community Credit UnionNetwork Administrator at First Community Credit Union
ASHLEY SLIVERASHLEY SLIVER
Operations Coordinator- Lead at First Community Credit UnionOperations Coordinator- Lead at First Community Credit Union