Gustavo Zapata
Miramar,Fl
Summary
Application Support Engineer with expertise in software troubleshooting, SQL investigations, and Fintech support. Skilled in problem-solving and optimizing performance through knowledge base enhancements. Adept at managing high-priority issues and collaborating with teams for effective resolutions. Committed to staying updated with industry trends for organizational success.
Overview
15
15
years of professional experience
Work History
Application Support Engineer II
Allvue Systems
01.2024 - Current
- - Conducted in-depth data investigations using SQL to resolve application discrepancies and improve system accuracy.
- Developed and delivered training sessions to enhance engineers' troubleshooting skills in SSRS reports and SharePoint.
- Collaborated with Level 1 engineers to address complex technical issues, providing solution-oriented feedback. - Authored detailed onboarding materials to streamline technical training processes.
- Optimized application workflows to enhance performance and efficiency.
- Executed ETL troubleshooting by monitoring SQL Server jobs and analyzing log history, performing an investigation of data consistency across source system tables and their correspondence with the destination data warehouse tables.
- Optimized application process flow to improve performance.
Application Support Engineer I
Allvue Systems Formerly Known As AltaReturn
01.2021 - 01.2024
- Assisting clients via email with support questions, troubleshooting level I support issues with Microsoft applications such as CRM, NAV (fund accounting application), reporting and investor portal, and SharePoint support, as well as Power BI data connections and ETL issues with SSIS jobs in Microsoft Server Management Studio.
- Performing root cause analysis for complex production incidents and implemented preventive measures accordingly.
- Creating internal requests for the Consulting team for billable consulting and professional services work that comes through support, but is to be addressed by the Product and Engineering team.
- Performing report deployment for standard reports via SharePoint, troubleshooting reporting issues, and performing formatting and parameters for report customization. Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Becoming an SME in reporting portal for the Allvue application, while learning the BI and SSRS technology.
- Engaged in continuous learning to stay updated with new technologies and programming techniques.
Billing Administrator
NOVA Point of Sale
01.2016 - 01.2021
- Review and resolve customer’s inquiries about adjustments, credits and refunds for their monthly subscription depending on the three different plans for the software
- Call customer to inform them about resolution on their previous requests brought to Billing Department and submit their revised requests over to Sales department for further review
- Perform billing audits for all customers yearly to identify overcharges and undercharges
- Perform a report of the third party subscriptions that were affiliate with using the software for merchant services.
Software Specialist/Software On- Site Trainer
Premier Doctors Solution a Sevocity and DuxWare VAR
03.2010 - 12.2015
- Implement computer system software for medical charting and also for medical claims submission to physicians’ offices and arrange all the signed agreements for the contracting department
- In person training each member of the staff including but not limited to Front Desk clerk, Medical Assistant and Nurses of the medical office
- Provide phone customer support during the hours that customers will need phone assistance while in the middle of their busy practices.
- Download and configure the ASP quick start logo application on each computer at each of the stations of the office and make sure they were all opening and functioning for a normal operation.
Education
Bachelor of Science - Computer Information Technology
Miami Dade College
Miami, FL05.2022
Associate of Science - Computer And Information Sciences
Miami Dade College
Miami, FL05.2020
High School Diploma -
Miramar High School
Miramar, FL2003
Skills
- SKILLS AND QUALIFICATIONS
- SQL Query Writing
- Power BI and Data Analysis
- Troubleshooting in Microsoft environments
- Knowledge Base Development
- Stakeholder Communication
- Microsoft SQL Server
- Jira
- SharePoint Server
- Microsoft Report Builder
- Excellent organizational and personal skills
- Technical troubleshooting
- Application flow processes
- Root cause identification
Languages
Spanish
Native/ Bilingual
Timeline
Application Support Engineer II
Allvue Systems
01.2024 - Current
Application Support Engineer I
Allvue Systems Formerly Known As AltaReturn
01.2021 - 01.2024
Billing Administrator
NOVA Point of Sale
01.2016 - 01.2021
Software Specialist/Software On- Site Trainer
Premier Doctors Solution a Sevocity and DuxWare VAR
03.2010 - 12.2015
Bachelor of Science - Computer Information Technology
Miami Dade College
Associate of Science - Computer And Information Sciences
Miami Dade College
High School Diploma -
Miramar High School
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